Dealing-with-Emergencies

DealingwithEmergenciesTaskobjectives:Attheendofthischapter,studentsshouldbeableto:MemorizethespecializedtermsandexpressionsListspecialcircumstanceshandleuncomfortableSituationsRoleplaythedialoguesDiscussion:•1.Haveyoueverlostsomething?Howdidyoufindit?DoyouknowaboutLostandFoundathotel?Whyareguestreservationsimportanttotravelersandlodgingestablishments?•2.Howtotakecareofasickpeople?•3.Ifapersonisveryangry,whatshouldyoudotocalmhimdown?TaskrelatedknowledgeDealingWithSpecialPreferences)•Contacttheguest接触客人•Offerasolution提供解决•UpdatetheGuestHistoryNotes更新客人的历史记录HandlinguncomfortableSituationwithguest)1.Noisyguests客人嘈杂问题•Explaintotheguestthatotherguestshavementionedthenoise.•Avoidtheword“complaint”.•Handlewithcare,ifindoubtcontactSecurity.(HandlinguncomfortableSituationwithguest)2.Rowdyguestsinthecorridor走廊中客人吵嚷的问题•Ifintoxicated,donotmentionthistotheguest.Approachtheguestandofferassistancebacktotheirroom.Ifassistanceisrefused,contactSecurityimmediately.•Ifnotintoxicated,explaintotheguestthatotherguestsfeelirritated.•Approachtheguestwithcaution,ifindoubtcontactSecurity.3.Sexualadvancesbyguests客人的性骚扰问题•Donotaddresstheissuewiththeguest.•Ifuncomfortable,excuseyourselffromroom.•Arrangeforanotherstaff(perhapsoftheoppositesex)tohandlefurtherguestrequestsforthatroom4.Theftofhotelpropertybyaguest客人窃取酒店物品的问题•Donotaddresstheissuewithguest•ContactSecurityimmediatelyupondiscovery.5.Difficultiesinwiththeguest跟客人沟通中的遇到困难•CallHousekeeping/FrontOfficetoseewhospeaksthedesiredlanguage.•Ifnooneisavailable,trycommunicatingthroughbodylanguage.6.Dealingwiththesickguest照顾生病客人•Offerfirstaidtothesickorinjuredguestandcomfortthem.Ifyoucan’tprovidefurtherhelp,callforthedoctor.7.LostandFound失物招领•Advisehelpingthemlookforit,iftheguestlostsomethingvaluable.•ReporttotheAssistantManagerwhenyoucan’tfindit.Ifnecessary.•Suggestcallingthepolice.•AsktheguesttofillintheLostandFoundFormwhenthelostpropertyisfound.Usefulexpressions•Shallwecheckyourroomforyou?•IwenttotheBusinessCenterandthenstraightbacktoourroom.•YouneedtosignyournameontheLostandFoundForm.•Let’sknowthepostalchargeandI’llsendyouacheck.•Ihaveabadstomachache,maybeIhadtoomuchseafood.•Drinksomewarmboiledwaterandhaveagoodrest.•Wouldyoutelluswhenandwhereyoulastsawit?•Couldyoudescribeit?•Iunderstandhowyoufeelandwewilltrytodoourbesttohelpyou.ButIamafraidImustsaythatthehotelcannotbeheldresponsibleforyourloss.•Iwillfindourdutymanagerforyou.•Couldyoudescribeyourbagindetail?Iwillkeeparecord.Practicedialogue1TakingcareofthesickguestGoodevening,servicecenter,Emilyspeaking.HowmayIhelpyou?Ihaveabadstomachache.MaybeIhadtoomuchseafood.ShallIsendforadoctor?Ijustwantsomeaspirinforstomachache.Sorry,sir.Icannotbuyyouthemedicine.Itisagainsthotelregulations.Ok.Callforadoctorforme,please.Yes,sir.MayIhaveyourroomnumber.Please?Room222.Beforethedoctor’arrival.IsthereanythingelseIcandoforyou?No,thank.Housekeeping,mayIcomein?Yes,comeonin,thedoctorisopen.Goodevening.Didyoucallforadoctor?Yes,Ihaveabadstomachache.Letmeexamineonyou.Takeiteasy.Doesithurthere?Yes.Exactly.Whatdidyoueatfordinner?SeafoodandalotofbeerThatistheveryreason.Youhavegotaacutegastritis.Isitserious?No.justtakethismedicine.Twopillseachtimeandtomorroweveningyouwillbeok.Thankyoudoctor.Hereisthemedicineandwater.ThankyouverymuchIsthereanythingelseIcandoforyou?Nomore.Haveagoodrest.Dialogue2Goodevening.Servicecenter.HowmayIhelpyou?Yes,IamMrsmithinroom111.Ilostmymp5Iamsorrytohearthat,Mr.Smith.Shallwecheckyourroomforyou?No,Ihavealreadycheckedhere.CouldyougivemesomeinformationaboutyourMP5.please?Yes,thebrandisApple,andthecolorisblue.Whenandwheredidyougowithit?IrememberIlistenedtomusicwhilewaitingformymealintheChineserestaurant.Wewillchecktherefirst.Ihavealreadybeentherebuttheydidn’tfindit.Didyougoanywhereelseafterthat?No,IwenttothebusinesscenterandthenstraightbacktoourroomWewilldoourbesttolookforit.Don’tworryThankyou,itisabirthdaygiftfrommygirlfriendandreallyimportanttome.Takeiteasy.Wewillletyouknowifwefinditassoonaspossible.(after20minutes)Goodevening,servicecenter.MayIspeaktoMr.smith?Speaking.WehavefoundyourMP5Great.Thanksalot.Wherewasit?Itwasinthebusinesscenter.Couldyoupleasecometoourofficeonthefirstfloor?YouneedtosignyournameontheLostandFoundform.AndremembertotakeyourIDcard.OK.SevicecenteronthefirstfloorThat’right,Mr.Smith.Dialogue3Goodmorning.FortuneHotel.HowmayIhelpyou?ThisisMr.chen.Ijustcheckedoutofroom222.andIamcallingfromtheairportMywifecannotfindherhandbagandshewondersifshedroppeditsomewhereinthehotelroomMr.Chen,youarelucky.Aroomattendantfoundahandbagandthereisherpictureinit.Iamsureitisyourwife’sIamgladtohearthat.Wearereallylucky.Howcanwegetit?Ourplaneistotakeoffin15minutesWehaveyouraddress.Mr.Chenandwewillmailittoyou.That’sagoodidea.LetusknowthepostalchargeandIwillsendyouacheck.Don’tworryaboutthat.Thehandbagwillbesendtobyregisteredmailtoyou.Thankyouverymuch.Wewillalwaysrememberwhatyouhavedoneforus.HaveanicetriphomeGoodbyeAssignmentRole-play（R=ReceptionistG=Guest）•G:Youfindyourwatchmissingafterlunch.Beforelunch,you’vebeentotheBusinessCenterandGym.•R:You