現(xiàn)在酒店服務(wù)英語(yǔ)清華大學(xué)出版社Chapter

Fourteen

Other

Services其他服務(wù)Service

Position服務(wù)崗位The

hotels

offer

miscellaneous

servicesto

cater

to

the

guests’

need,

including

lostand

found

service,

depositing

service,tourists

assisting

service,

and

baby-sittingservice.the

lost

and

found

logproperty

claiming

formlost

property

reportproperty

depositingdepositing

tagsafety

box失物拾物日志

失物認(rèn)領(lǐng)登記表報(bào)失登記表物品寄存寄存條保險(xiǎn)箱tourism

information（n.）introduction（n.）transportation（n.）旅游信息介紹交通expense（n.）

花費(fèi)Key

Words

and

ExpressionsSkills

and

Attainments服務(wù)技能與素養(yǎng)guided

toursbaby-sitting（n.）special

requirementProfessional（adj.）career

moralquality

servicerecognition

（n.）image

（n.）sector（n.）language

proficiency全程導(dǎo)游陪同照看嬰兒特殊要求專業(yè)的職業(yè)道德優(yōu)質(zhì)服務(wù)認(rèn)識(shí)，認(rèn)知形象部門語(yǔ)言能力Key

Words

and

ExpressionsUnit

Thirty-three

Lostand

Found

Service服務(wù)技能33

失物招領(lǐng)服務(wù)Procedure

of

Service服務(wù)流程√To

guest

who

reports

a

loss√Greet

the

guest√Ask

for

the

information

of

the

lost

items,

including:√

Description

of

the

item√

Time

when

the

item

is

last

seen√Assist

the

guest

to

fill

in

the

lost

report.√Ask

for

the

name

and

contact

number

of

the

guest√Confirm

the

name

and

contact

number

of

the

guest√Arrange

the

searchProcedure

of

Service服務(wù)流程√To

guest

who

claims

the

item√Greet

the

guest√Assist

the

guest

to

fill

in

the

request

slip.√Ask

the

guest

for

his

proof

of

identity.Service

Conversation

63Don’t

Worry

,SirAnswer

the

questions

according

to

theservice

conversation.What

does

the

guest

lose？Could

you

describe

the

item?Where

had

the

guest

been

beforehe

found

out

the

item

was

lost?PracticeService

Conversation

64Claiming

My

RingAnswer

the

questions

according

to

theservice

conversation.Why

does

Mr.

Brown

call

the

Lostand

Found

Desk?Could

you

describe

the

item

he

lost?What

does

Mr.

Brown

have

to

doin

order

to

claim

his

item?Practicecontact（n.）souvenir

shopbarber（n.）make（n.）model（n.）immediately（adv.）signature（n.）request

slip（n.）聯(lián)系人

紀(jì)念品店

男性理發(fā)師牌子型號(hào)立即簽字

取物單Key

Words

and

ExpressionsPoints

of

Service服務(wù)技能要點(diǎn)GuidanceofServiceLanguage 服務(wù)語(yǔ)言指南Showingsympathy表示同情用語(yǔ)Finding

out

the

information

about

the

lostitems了解失物信息Finding

out

the

reporter’s

information了解報(bào)失人信息Filling

in

the

relevant

forms填寫相關(guān)表格Pay

special

Attentionto 模擬演練特別提示On

receiving

a

report

of

lost

items,

use

thepolite

language

and

show

your

sympathy.

Alwaysbe

patient

to

the

guest

as

he

is

usually

in

poormood

after

losing

items.受理報(bào)失時(shí)要使用禮貌用語(yǔ)并對(duì)客人遭遇表示同情。始終耐心對(duì)待客人因?yàn)閬G失物品的客人通常情緒不好。Performance

for

Service模擬演練Guest

name:Room

No.:Item:Description:Guest

CardTom

Smith1039backpackblack,

Puma

make,

withbooks,

map

and

a

kettle

in

it.Places

he

had

been:

The

souvenir

shop,

thefitness

centerTelephone

number:

139****7236Task

APerformance

in

pairs

according

to

the

following

twocards.Performance

for

Service模擬演練Clerk

CardGreet

the

guestName

of

the

guestTelephone

number

of

the

guestRoom

number

of

the

guestDescription

of

the

lost

itemLost

report

formPerformance

for

Service模擬演練Task

BMr.

Bentley

calls

the

Front

Desk

of

Beijing

Hotelfrom

London

to

see

if

they

found

his

book

Gone

withthe

Wind.

He

lived

in

the

room

1212

when

he

was

here.The

clerk

checks

the

lost

and

found

log

and

says

yes.Mr.

Bentley

hopes

the

hotel

can

mail

the

book

back

tohis

home.

His

address

is

3

Hope

Street,

Mount

Lily

,London,

3123.

Please

form

the

conversation

accordingto

above

information.Unit

Thirfy-four

Depositing

Service服務(wù)技能34

寄存服務(wù)Assist

the

guest

to

finish

the

Deposit

Form

orValuables

Deposit

Form.Explain

the

terms

of

service.Give

the

guest

a

tag

for

withdrawing.Inform

the

guest

of

the

cost

of

the

service.Main

Services主要服務(wù)Service

Conversation

65Luggage

DepositingAnswer

the

questions

according

to

theservice

conversation.How

many

days

does

the

guest

wanttodeposit

his

luggage

for?What

is

the

charge

for

the

service?PracticeService

Conversation

66Safety

Deposit

BoxAnswer

the

questions

according

to

theservice

conversation.What

does

the

guest

want

to

put

inthe

safety

box?Why

does

the

clerk

ask

the

guestwhether

he

needs

special

care

or

not?4.How

can

the

guest

withdraw

his

thing?Practiceluggage（n.）storage（n.）collect（v.）arrange（v.）receipt（n.）deposit（v.）safety

box

（n.）laptop（n.）seal（v.）confirm（v.）行李儲(chǔ)存提取安排收據(jù)、收條存保險(xiǎn)箱筆記本電腦密封確認(rèn)Key

Words

and

ExpressionsPoints

of

Service服務(wù)技能要點(diǎn)GuidanceofServiceLanguage 服務(wù)語(yǔ)言指南PoliteLanguages禮貌用語(yǔ)Informing

the

guest

of

the

charge告知收費(fèi)標(biāo)準(zhǔn)Exlaining

the

terms

of

service解釋服務(wù)細(xì)則Pay

Special

Attentionto 模擬演練特別提示If

the

guest

needs

a

safety

deposit

box

tostore

valuables,

remind

the

guest

to

keep

thetag

carefully.如果客人需要保險(xiǎn)箱寄存貴重物品，提醒客人仔細(xì)保存標(biāo)簽。Guest

name:Room

No.

:Item:Guest

CardJane

Young1020jewelrySpecial

care:

requiredPerformance

for

Service模擬演練Performance

in

pairs

according

to

the

following

twocards.Clerk

CardGreet

the

guestName

of

the

guestRoom

number

of

the

guestSafety

box

application

formIssue

the

tagExplain

the

terms

of

claiming

the

itemPerformance

for

Service模擬演練Performance

for

Service模擬演練Task

BMr.

Huber

justarrives

at

theJianguo

Hoteland

wantstohavehisluggage

checkedfor

half

an

hour.

Li

Bin,

the

clerkat

the

Front

Desk

helps

him

go

through

the

formalities.Please

form

a

dialogue

according

to

above

information.Unit

Thiry-five

Tourism

Service服務(wù)技能35旅游信息服務(wù)√Give

the

guest

directions

about

the√location

of

certain

place.√Provide

the

guest

with

tourism

information

suchas:the

name

of

the

traveling

sitesthe

transportationthe

entrance

feeArrange

transportation

for

the

guest.Book

guided

tours

on

request.Main

Services主要服務(wù)Service

Conversation

67Showing

the

WayAnswer

the

questions

according

to

the

serviceconversation:How

can

the

guest

get

toJingshan

Park?What’s

the

entrance

fee

ofJingshan

Park?PracticeService

Conversation

68Booking

a

TourPracticeAnswer

the

questions

according

to

theservice

conversation.What

kind

of

trip

does

the

guest

need?A

long

journey

or

just

two-day

tour?What

kind

of

tour

package

does

theguest

prefer?What’s

the

name

of

the

packagehe

chooses?When

will

the

guest

depart

for

the

site?public

transportation

公共交通opposite（adj.）

對(duì)著entrance（n.）package

dealemperor

tombinsurance（n.）入口全包括的選擇帝王陵墓保險(xiǎn)Key

Words

and

ExpressionsPoints

of

Service服務(wù)技能要點(diǎn)GuidanceofServiceLanguage 服務(wù)語(yǔ)言指南Showing

the

directions指示方位Giving

traveling

advice提供旅游建議Pay

Special

Attentionto 模擬演練特別提示If

the

guest

would

like

to

book

a

tour

withthe

receptionist

at

the

front

desk,

remind

himto

read

the

trip

contract

carefully.如果客人愿意在前臺(tái)訂下隨團(tuán)旅游，一定要提醒客人仔細(xì)閱讀合同。Performance

for

Service模擬演練Performance

in

pairs

according

to

the

following

twocards.Guest

CardGuest

name:

Jane

YoungRoom

No.

:

1020Query ：

Places

of

interests

in

BeijingPerformance

for

Service模擬演練Clerk

CardGreet

the

guestIntroduce:the

Forbidden

City,

the

Summer

Palaceand

the

Temple

of

Heaven,

CentralBusiness

Districts

,

the

InternationalTrade

Center

zone,

the

Financial

Street

,Zhongguan

VillageRecommend:guided

day

toura

free

traveling

brochurePerformance

for

Service模擬演練Task

BThe

Silvers

are

going

to

Chaoyang

Park

for

a

popmusic

festival

held

in

the

evening,

but

they

don’t

know

theway

very

well.

The

event

is

a

joint

effort

of

both

Chinese

popsingers

and

some

foreign

bands.

Please

form

aconversation

to

show

them

the

way

to

Chaoyang

Park

andbriefly

exchange

some

ideas

about

the

pop

music

festival.Unit

Thirty-six

Baby-sittingService服務(wù)技能36

托嬰服務(wù)Main

Services主要服務(wù)Assist

the

guest

to

finish

the

ServiceApplication

Form.Explain

the

cost

of

the

service.Arrange

professional

baby-sitters

on

request.Service

Conversation

69Baby-sitting

ServicePracticeAnswer

the

questions

according

to

theservice

conversation.What’s

the

charge

of

the

baby-sittingservice

in

the

hotel?In

what

occasion

is

there

acancellation

fee?available（adj.）qualified（adj.）experienced（adj.）well-educated（adj.）reliable（adj.）有的；可用得有資質(zhì)的有經(jīng)驗(yàn)的受過(guò)良好教育的可靠的minimum（n.）cancel（v.）cancellation

feeapply（v.）confirmation（n.）designate

（v.）最少取消取消費(fèi)被收取，適用確認(rèn)指定Key

Words

and

ExpressionsPoints

of

Service服務(wù)技能要點(diǎn)GuidanceofServiceLanguage 服務(wù)語(yǔ)言指南Ask

about

the

detailed

information

of

thebaby詢問(wèn)嬰兒信息:How

old

is

your

baby?請(qǐng)問(wèn)您的孩子幾歲了？

What’s

the

gender?男孩還是女孩？Is

he/she

in

good

health?他/她的健康狀況怎么樣？Do

you

have

any

special

requirement

in

theservice?您有什么特別要求嗎？Pay

special

attentionto 模擬演練特別提示Please

double

check

the

baby-sitting

serviceapplication

form

to

ensure

all

the

impo