WorkplaceEnglishforHotel酒店職業(yè)英語

SwitchboardService

總機(jī)服務(wù)

WorkinginFrontOfficeDepartmentABToprovidewarmandnaturalguestservicesandhandleallincomingandoutgoingcallsthroughthetelephoneoperatorCDAccuratelyrecordallrequestsforwakeupcallsandensurestheyarehandledcorrectlyJobProfileofOperator:UsuallypartofGuestServiceCentreWhatisanOperator?Responsibleforansweringallenquiriesandrequestsfromin-housegueststhroughthephoneCatalogue12345TaskDecompositionTaskFulfillingTaskReinforcementTaskExtendingTaskDescriptionTaskDescriptionEvecallstoMegaHoteltospeaktoMr.BramleyinRoom1562.Mr.Bramleyisnotinatthemoment.Evewantstoleaveamessagetohimthatshewillmeethimatthehotelbarat8:00thisevening.Astheoperator,pleasedealwiththecall.Task1:TakingamessageMr.Baldwininroom303wouldliketorequestanearlymorningcalltomorrowmorning.HehastobeattheconferenceroomofSheratonJinanby10o’clocktomorrow.IttakesthreetothreeandahalfhourstodrivetoJinanfromthehotel.Itseemshehastobeontheroadby7o’clockatleast,and5:30a.m.willbefineforamorningcall.Thehotelhasacomputerwakeupservice.Theguestsmaydial6firstandthenthetime.For5:30a.m.dial6andthen0530forthetime.Thecomputerwillrecordthetimeandtheroomnumber.Astheoperator,pleasedealwiththemorningcallrequest.Task2:MakingamorningcallTaskDecomposition2.1BackgroundvocabularynoreplypickingupthephonehangingupthephoneholdingthelineIDD:internationaldirectdialDDD:Domesticdirectdialperson-to-personcallstation-to-stationcalllong-distancecalllocalcallcollectcall2.12.22.3接電話掛斷電話不掛電話國際直撥電話國內(nèi)直撥電話叫人電話叫號電話長途電話市內(nèi)電話電話未接對方付費電話2.1Backgroundvocabularypaycallinternationalcalldomesticcallemergencycallin-housephonecallmorningcall/wake-upcallextensionnumbercountrycodeareacodewebphonecallhotline2.12.22.3國際電話國內(nèi)電話急救電話內(nèi)部電話叫醒電話國家代碼區(qū)號網(wǎng)絡(luò)電話熱線，專線主叫付費電話分機(jī)號碼2.2WordsChargingswitchboard/'sw?t?b??d/operatorflash/fl??/conference/'k?nf?r?ns/inthatcasedigit/'d?d??t/2.12.22.3n.操作員;經(jīng)營者;運算符;電話接線員v.閃光；閃現(xiàn)；n.閃光（燈；閃現(xiàn)；n.會議如果是那樣的話n.數(shù)字；位數(shù)n.配電盤；電話總機(jī)Discussion:Whataretheproceduresofswitchboardserviceinyourmind？2.3WorkingProceduresofSwitchboardServiceandUsefulSentencePatterns2.3.4Nevertodothefollowings:Neversay‘No’totheguest;neverraiseyourvoice,nevershout,neverargue,orneverberudeoverthephone.2.3.3Listenattentively,andrepeattherequest.2.3.1Bealertandready.2.3.5UseMAGICwords,suchas“Thankyou”,“Please”,“Mypleasure”,etc.2.3.2Greetthecallerandofferassistance.2.12.22.32.3WorkingProceduresofSwitchboardServiceandUsefulSentencePatterns2.3.8Thankthecallerandendtheconversation.AlwayshangupthephoneonlyAFTERthecallerhaslefttheline.2.3.6Transferthecall.2.3.7Takeamessageifwhattheguestwantedisnotavailable.2.12.22.32.3.1Bealertandready.Attention:Sitstraightandpayattentiontothescreenoftheconsole（操控臺.Alwayshaveapenandpaperreadytotakenotes.2.12.22.3Theoperatormaysay:

Goodmorning,MegaHotel.Helenspeaking.HowmayIhelpyou?

WhatcanIdoforyou,Mr.Baldwin?

Howdoyouspellhisname,please?

Whoisspeaking/calling,please?

Whodoyouwanttospeakto?Theguestmaysay:

CanyouputmethroughtoRoom1818？

I’dliketospeakwithMr.Bramley.2.3.2Greetthecallerandofferassistance.2.12.22.32.3.3Listenattentively,andrepeattherequest.2.12.22.32.3.4Nevertodothefollowing:Neversay‘No’totheguest;neverraiseyourvoice,nevershout,neverargue,orneverberudeoverthephone.Couldyouspeakmoreslowly,please?Thankyouforwaiting.2.3.5UseMAGICwords,suchas“Thankyou”,“Please”,“Mypleasure”,etc.2.12.22.3Couldyourepeatthat,please?Justamoment,please.

Thenumberyouwantedisavailable.

Somebody’saskingforyouonthephone.

Youarewantedonthephone.

I’mafraidthereisnoreplyfromRoom1562.

Thelineisbusy/engaged,now.

2.3.6Transferthecall.2.12.22.3

“I’msorry,Madam,Mr.Bramleyisnotintheroomnow,wouldyouliketoleaveamessageorcallbacklater?”

I’mafraidthereisnoreplyfromRoom1562.

Justamoment,please…Thankyouforwaiting.I’mafraidthereisstillnoreply.

Wouldyouliketoleaveamessage?2.3.7Takeamessageiftheguestwantedarenotavailable.2.12.22.3

2.3.8Thankthecallerandendtheconversation.AlwayshangupthephoneonlyAFTERthecallerhaslefttheline.Mypleasure.Haveagoodnight!Mypleasure.IsthereanythingelseIcandoforyou?2.12.22.3TaskFulfilling3.1Sampleconversationabouttakingmessage(C:Caller,O:Operator)O:Goodmorning,MegaHotel.Helenspeaking.HowmayIhelpyou?C:I’dliketospeakwithMr.BramleyinRoom1562.O:Howdoyouspellhisname,please?C:B-R-A-M-L-E-YO:Justamoment,please.I’llconnectyou…I’mafraidthereisnoreplyfromRoom1562.C:Couldyoutryagain?O:Certainly,ma’am.Justamoment,please…Thankyouforwaiting.I’mafraidthereisstillnoreply.Wouldyouliketoleaveamessage?C:Yes,please.JusttellhimIwillcallhimagainat8:30thisevening.3.13.23.1SampleconversationabouttakingmessageO:MayIhaveyourname,please,ma’am?C:Yes.It’sEve.O:Wouldyouliketogivemeyourtelephonenumbersohecanringyoubackifnecessary?C:Yes.Goodidea.Mynumberis59072623.Whenwillhegetthemassage?O:Wewillleaveaprintedcopyofyourmessageunderhisdoorandalightwillflashonthephoneinhisroom,soheshouldgetitwhenhereturnstohisroom.C:That’sgreat.Thankyou!O:Mypleasure.IsthereanythingelseIcandoforyou?G:No,thankyou.Youhavebeenagreathelp.Goodbye.3.13.23.2Sampleconversationaboutmakingamorningcall

3.13.2(O:Operator;G:Guest)O:Goodevening.Thisistheoperatorspeaking.HowmayIhelpyou?G:Goodevening.ThisisMr.Baldwininroom303.O:WhatcanIdoforyou,Mr.Baldwin?G:I’mgoingtoJinanearlytomorrowmorning,soIwouldliketorequestanearlymorningcall.O:Yes,Mr.Baldwin.Atwhattime?G:Well,I’mnotreallysure.ButIhavetobeattheconferenceroomofSheratonJinanby10o’clock.Youwouldn’tknowhowlongittakestodrivetoJinanfromthehotel,wouldyou?O:Iwouldgiveitthreetothreeandahalfhours.G:ThatmeansI’llhavetobeontheroadby7o’clockatleast.O:That’sright.3.2Sampleconversationaboutmakingamorningcall

3.13.2G:Well,inthatcase,Iwouldliketomakeitat5:30a.m.please.O:Wehaveacomputerwakeupservice.Pleasedial6firstandthenthetime.For5:30a.m.dial6andthen0530forthetime.Theremustbefivedigitsinthefinalnumber.G:60530.Isee.O:That’sright,Mr.Baldwin.Ourcomputerwillrecordthetimeandyourroomnumber.G:Thankyou.O:Mypleasure.Haveagoodnight!TaskReinforcement

MakeasituationalconversationabouttakingamessageEdwardMillermakesacalltohisfriendMissEmilyBrownwhostaysinRoom1516,CrownePlazaQingdao.Unfortunatelysheisnotin.Asanoperator,pleasetakeamessageforhimthathewantstobecalledbackwhosenumberis8613605437889.4.1RolePlays14.14.24.34.44.54.6MakeasituationalconversationaboutmakingamorningcallMissShirleyWhitewilltakepartinaonedaytourwithalocaltravelagency.Shewillbepickedupat6:30a.m.tomorrowmorningatthemaingateofthehotel.Shewantstohaveamorningcallat6:00inthemorning.Asanoperator,handletherequest.4.1RolePlays24.14.24.34.44.54.61)Canyoulistatleast10typesofcalls?2)What’sthedifferencebetweendirectdialingcallsandoperatorcalls?3)Whatisamorningcall?Whoisresponsibleformorningcallsinahotel?4)Whatsh