Unit3ConciergeService

LearningMapObjectives1Warming-upActivities2PostIntroduction3Vocabulary4ActionLearning7Reading

8UsefulSentences5Dialogue6UnitThreeObjectivesOfferconciergeserviceforguests

Warming-upActivitiesMatchthedutiesontheleftwiththecorrespondingpicturesontheright.

handlingluggage

makingdiningreservations

Warming-upActivitiespickingupguestsattheairportarrangingtransportationWarming-upActivitiesQuestionsforDiscussionHaveyoueverenjoyedgoodconciergeserviceatahotel?Whatdoyouthinkoftheimportanceofaconcierge?Whatdoyouknowaboutconciergeservice

LesClefsd’Or(金鑰匙組織)?(open)PostIntroduction

TheConciergeservesavaluablefunctioninlarger,andsometimesmoreupscale,hotels.TheidealConciergeshouldbefriendly,outgoing,helpful,courteous,knowledgeable,andprofessional.TheConciergehasnumerousduties.Thesemayinclude,butarenotlimitedto:ConciergeServiceHandlingbaggageforhotelguestsProvidinghotel-specificinformationSupplyingdirectionsSecuringtheservicesofoutsidecompanies,suchasfor:pickingupguestsattheairportmakingbookingsarrangingtravelinformingguestsoflocalservicesavailabledeliveringmailSuggestinglocalhotspotsandentertainment,suchas:restaurantstouristandsightseeingattractionsshopsnightlifetheatersandshowssportingeventsIntheserviceindustry,theword“concierge”wasfirstusedbyMr.FerdinandGillet,whofoundedLesClefd’OrinParis,Francein1929.LesClefd’Or(pronounced:“l(fā)ayclaydoor”),istheoldestsurvivingpersonal,professional,internationalnetworkservice-industryorganizationintheworld.Ithasnoreligiousorpoliticalaffiliation,butissolelyfocusedonagenuinedesiretoservehotelguestsaroundtheworld.LesClefsd’Orboastsmorethan5,000conciergememberslocatedinmorethan40countriesworldwide.Theirmotto,“Therewillbe,ineverycountry,Clefsd’Ormemberswhoareabletocontinuewithourmission:tobeofservicetoourprofession,andthehotelandtouristindustry,”speaksoftheircommitmenttoguest-serviceandsatisfaction.Yearly,LesClefsd’Ororganizesandsponsorsaglobalcongresswhosegoalistotheirbrandandservice-orientednetworkdevelopmentthroughfriendship,cooperation,education,andtraining.QuestionsforDiscussionWhatshouldanidealConciergebelike?WhofoundLesClefsd’Or?Pleaseintroducetheorganization.VocabularyStudyVocabularyStudyUsefulSentencesSituationalDialogue

ActionLearningTaskPractice任務(wù)操練Challenges問(wèn)題挑戰(zhàn)Solutions探索解決TaskPracticeTaskPracticeTaskPracticeRole-play

Sample(C:ConciergeG:Guest)G:Excuseme,couldIaskyousomething?C:Yes,ofcourse.Youaremorethanwelcometodoso.Whatisit?G:Well,Iamplanningtotakeafriendofminetodinner.Yousee,webothloveChinesedishes.I'mwonderingifyoucouldrecommendtomeagoodlocalrestaurantwhereIcanfindsomegoodlocaldishes.C:Well,iflocaldishesarewhatyouarelookingfor,thereisnootherplaceinthewholecitythat'llpleaseyourappetitebetterthantheHujinRestaurant.Therestaurantservesverygoodlocaldishes.G:Howfarisitfromhere?C:It'slocatedontheBayiRoad,WuchangDistrict.Itisquiteadistancefromourhotel.Iwouldsuggestyoutakeataxi.G:ShallImakeareservationforthedinner?C:Thatwillbegood.Therestaurantusuallyiscrowdedwithclientsatnights.G:OK,we'llgotherebytaxi.ButdoyoumindwritingdownthenameoftherestaurantonthispieceofpaperforussothatIcanshowittoourtaxidriver?C:No,notatall.Hereyouare.G:Canyoumakeareservationforus?C:Mypleasure.G:Thankyou.Onelastthing,doyouhaveanyideahowmuchweshouldpaythetaxidriverforthetrip?C:Twenty-fiveyuanwouldbeplentytocoverit.That'saboutthreeU.S.dollars.G:Thankyouforyourinformation.C:It'smypleasure.Haveagoodtime!ListeningPracticeKeys

1)

Arrangeabustosendthemtotheairport.2)Acquirenecessaryinformationabouttheguest’srequest,e.g.thenumberofpeopleinthegroup,thetimetoleave,etc.toarrangeforguests.TapeScript:

LimousineService(C:ConciergeG:Guest)G:We'llleavethisafternoon.I'vejustcometosaygoodbye.C:Ihopeyouenjoyedyourstay.G:Itwasgreat,thanks.We'vehadaverynicetime.C:Whereareyougoing?G:We'reofftotheairport.Canyouarrangeabustosendustotheairport?C:Yes,Ican.Whendoesyourplaneleave?G:Itgoesat5:30,butIliketogettotheairportwithplentyoftime.C:Howmanypeoplearethereinyourgroup?G:Thereare8.C:Ittakesaboutonehourtogototheairport.Whendoyouliketoleave?G:Howabout3:00?C:That'sOK.Abuswillwaitforallofyouat2:45attheentrance.Andtwobellmenwillhelpwithyourluggage.C:That'llbefine.Thankyou.G:Youarewelcome.Ihopeyouhaveagoodtrip.ChallengesandSolutionsWhatshouldtheBellmansaywhenheopensthecardoorfortheguest?Solutions: a) Pleasebecarefulasyoustepdown. b) Watchyourstepwhilesteppingdown,please.HowshouldtheBellmandirectthegueststoparktheircars?Solutions: Youcansay: a) Theparkingareaisattheendofthehoteldrive. b) Pleaseparkyourcararoundthecorner.WhatshouldtheBellmansaytoguestswhohavecheckedoutandareleavingthehotel?Solutions: a) Ihopeyouhaveenjoyedyourstaywithus. b) Wehopeyouhaveanicejourney.Goodbye. c) Welookforwardtoseeingyouagain.Howshouldyouhelpthegueststostoretheirluggage?Solutions:a) Asktheguestifthereanyvaluablesinitand,ifso,depositthevaluablesatthefrontdesk.b) Placeatagwiththewords,“HandleWithCare”onanyluggagethatmaybefragile.c) Checkthebagstomakesuretheyareingoodcondition.Ifthereisanydamagedluggage,notifytheguestandindicatetherewaspreviousdamageontheluggageclaimtag.d) Asktheguesttosignhisnameontheluggageslip.e) Asktheguesttokeepthereceiptandpresentitwhenhecomestoclaimhisluggage.Howshouldyouescortgueststotheirroom?Solutions:a) Asktheguestifheneedsyoutoshowhimtotheroom,andifherequiresassistancewithhisluggage. b) Afterenteringtheroom,asktheguestwhereheprefersforyoutoplacetheluggage.c) Giveabriefintroductiontotheroom.d) Bepreparedtoansweranyoftheguest’squestionsconcerningtheroomorthecity.e) Asktheguestifhehasanyotherquestions,andthenwishhimapleasantstayatthehotel.Howdoyoureceiveaguestattheairport?Solutions:a) Identifytheguestandthenintroduceyourself.(Ex.:“Excuseme,butareyouMr.Smith?I’mLiYanfromtheGreatWallHotel.I’mheretomeetyou.Howdoyoudo?”)b) Offertohelpwiththeguest’sluggage.(Ex.:“Letmetakeyoursuitcase.”)c) Escorttheguesttothehotelcarorlimousine,thendrivetheguesttothehotel.Howdoyoubookflightticketsforguests?Solutions:a) Asktheguestforhisdepartureday,departuretime,returndate(ifapplicable),thenumberofticketsneeded,andtheseatclassdesired,etc.Then,accordingtotheirdemandsandschedule,choosetheproperflightfortheguest.b) Findouttheguest’scontactinformation:name,roomnumber,telephonenumber,etc.c) Lettheguestknowthetimethathemaypickuphisticket.CultureExtensionExercise1:MultipleChoices1.Whatisthemainideaofthispassage?_____A.ItisnotcustomarytotelephonesomeoneinthemorningandinsleepinghoursintheU.S.B.TheroleoftimeinSociallifeovertheworld.C.Ifpeoplearenotprompt．theymayberegardedasimpoliteornotfullyresponsibleintheU.S.D.Noteverycountrytreatstheconceptoftimeasthesame.Answer:B

2.Whatdoesitmeaninthepassageifyoucallsomeoneduringhisorhersleepinghours?____A.Amatterofwork. B.Amatterof1ifeordeath.C.Youwanttoseehimorher. D.Youwanttomakeanappointmentwithhimorher.Answer:B3.Whichofthefollowingtimeisproperifyouwanttomakeanappointmentwithyourfriend?____A.at7:00a.m. B.at4:00p.m. C.atthemidnight.D.at4:00a.m.Answer:B4.Whichofthefollowingstatementsistrueaccordingtothepassage?____