學(xué)習(xí)任務(wù):回答賓客咨詢

Name:JudyJob:ConciergeResponsibility:

Toanswerguests’inquiriesandsatisfyguests’needs.ContentsLearningObjectives學(xué)習(xí)目標(biāo)1WorkingProcedures工作程序2WorkingKnowledge工作知識(shí)3HotelTask酒店任務(wù)45WordsandExpressions6ActivityLearning

Objectives學(xué)習(xí)目標(biāo)Afterfinishingthistask,youshouldbeableto:☆Offerinformationservice☆GivedirectionsWorkingProcedures

工作程序

Listencarefully仔細(xì)聆聽(tīng)Understandguests‘requests了解賓客需要Givearesponse作出回應(yīng)Recommendhotelfacilities推薦酒店設(shè)施WorkingKnowledge

工作知識(shí)(1)1.Themainqualitiesofaconcierge□Patient□Sociable□Goodproblem-solvingskills□Goodcommunicationskills□KnowledgeableaboutsurroundingfacilitiesWorkingKnowledge

工作知識(shí)(2)2.SomeusefulphrasesusedingivingdirectionsGoupstairsTaketheliftTurnleftGostraightTaketheescalatorTurnrightWorkingKnowledge

工作知識(shí)(3)

3.SomeservicesthataconciergeshoulddoareasfollowingsAirportpick-upservice機(jī)場(chǎng)接送服務(wù)Callingataxifortheguest為客人叫出租車(chē)Arrangingthetourofthecity安排城市觀光Ticketbookingservice訂票服務(wù)HotelTask

酒店任務(wù)

SupposeyouareJudy,nowyou’rereadytoanswertheguest’sinquiries.Pleaseperformthetaskaccordingtothehintsbelowwithyourpartner.

角色A:你是Patrick先生，你來(lái)酒店參加會(huì)議，詢問(wèn)IBM公司會(huì)議在哪里舉行。角色B:你是禮賓員Judy，你在為酒店賓客提供咨詢服務(wù)。Wordstoknowrecommendvt.

推薦upstairs樓上straight直的left左邊downstairs樓下lobbyn.

大堂right右邊corridorn.走廊basementn.

地下室hold舉行conference會(huì)議nextto緊鄰attheendof在…的盡頭hall禮堂,會(huì)堂;大廳multi-functional多功能的Guestinquiries賓客咨詢

Usefulexpressions1.Givingdirections指引方向

(1)Thepublicphoneisbesidetheelevator.(2)Ifyoutakeataxi,itwilltakeyou15minutes.(3)Youmaygotherebytrain.Hereisthetimetable.(4)Walkdownthestreetandturnleftatthecorner.(5)Itisinconferenceroom4onthethirdfloor.Usefulexpressions2.Offeringservices提供服務(wù)

(1)Ourmeetingroomscanseatupto80people.(2)Wehaveallthelatestaudio-visualequipment.(3)Wehaveseveraldifferentarrangementswecanoffer.Activity

1.Herearetwocardswithinformationabouthotelroomsandfacilities.Workwithyourpartnerandpracticeaskingandansweringquestionsaccordingtothecards.下面是關(guān)于酒店房間和設(shè)施信息的兩張小卡片。根據(jù)卡片的內(nèi)容，與同伴操練問(wèn)答練習(xí)。

InformationCard

PriceAvailableRoomsSingle$95.00604,605,708Double$125.00203,204,206Suite$150.00501PoolRestaurantsCheckoutLaundryService2ndfloor1stfloor3rdfloor10:00A.M.Yes1.Herearetwocardswithinformationabouthotelroomsandfacilities.Workwithyourpartnerandpracticeaskingandansweringquestionsaccordingtothecards.下面是關(guān)于酒店房間和設(shè)施信息的兩張小卡片。根據(jù)卡片的內(nèi)容，與同伴操練問(wèn)答練習(xí)。QuestionCardRoomrate?Roomavailable?Roomfacilities?Checkouttime?Payment?Howmuch....Istherearoomavailable...Isthere.../Whatflooristhe...on/Whereisthe...locatedWhattime...Doyouaccept...card?Activity

2.Herearetwosituationsatthehotel.Thinkoutasolutiontotheproblemsdescribedinthesituations.以下是酒店內(nèi)發(fā)生的情境。根據(jù)情境的描述，想想如何解決問(wèn)題。SituationAYouwanttoconnectyourlaptoptotheinternetinyourroom.You’dliketogotobedandcheckyoure-mailsfromthere.SituationBYouwanttochangeroo