饭店服务英语(第二版).doc

Part IV English for other Departments Other Departments: Unit 25 Business Center Contents Background Information: The Business Center is a “shop window” of a hotel. The Business Center staffs efficiency and personality are of great importance to the realization of the hotels aim. They seem to do it all-delivering mails, dealing with the telephone problem, sending a fax, booking tickets and so on. Many business centers now have the EDI services such as E-mail, etc. some hotels even have computes on loan to let the business guests use the computer or have their own portables connected to the net. In order to fulfill these tasks, the staff must have a neat and smart appearance, good manners, adaptability, knowledge of languages and a head for figures. The most importance of all the qualities is a real liking for people and a warm desire to help them with their business tasks. 商务中心借用表 II. Useful Expressions II. Useful Expressions III Translation. 1. Work in groups to translate the following into Chinese: While making IDD call, first, please dial the hotel long distance call code 0, then international prefix, followed by the country code, dial the code, and finally, dial the expected telephone number. 2.Work in groups to translate the following into English: 1.您要什么规格的纸复印？ 2.您要发什么电报，普通的还是加急的？ 3.我们宾馆对收进的传真是要收费的。 4.对不起，明天的票售完了。下星期一晚上的票还有一些。 5.让我帮您查查时刻表。 Suggested translation: What size of paper would you like for copying? What kind of telegram do you want to send, ordinary or urgent? The incoming fax is charged in our hotel. Im sorry. There arent any tickets left for Sunday. But I can get you some for next Monday night. Let me look up the timetable for you. IV. Group task Role-playing. Guest: You want to send a fax and copy some contracts. Clerk: You ask him where the fax will be sent and how many copies he wants. V. Homework Make up a dialogue in pairs based on the given situation. The guest calls the Business Center to book two tickets for him. LOGO * LOGO 饭店服务英语（第二版） 返回 Business Center Health and Recreational Center Shopping Center 饭店服务英语（第二版） 返回 Useful Expressions Group Tasks Assignment 返回 Background Information Translation 返回 1为顾客提供电话、传真、复印、打字等服务 力求保证商务中心的工作能按酒店有关要求正常地进行 努力完成每月的各种任务；2根据本中心的具体情况和不同期的特点 制定有效的工作计划 经总经理审批后实施；3与本中心业务往来部门保持联系 与酒店有关部门保持密切联系 以保证电信业务的顺利进行；4负责制作各种报表及工作设备和环境的保养及清洁 保证各种设备的正常运行；5熟悉酒店的各种规章制度 熟悉电信业务及工作程序 对业务质量进行把关；6遇有重要客人住店 适当调配上班人员 以便在商业服务方面更大限度地配合酒店的接待工作；7负责本中心员工的培训工作 包括业务培训、操作技巧、思想素质等 并定期进行考核；8负责所属员工的班次安排 监督员工的考勤 了解员工的思想动态、工作情况 帮助员工解决工作上的难题；9督促领班、服务员履行各自的职责 并指导他们的工作 根据下属的工作表现给予奖罚；10检查下属的礼貌服务、工作态度及自觉执行工作规程、员工守则的情况 在商务中心的工作范围内 妥善解决客人的投诉；11检查当班工作记录 妥善完成上级交办的其他任务 酒店商务中心主管岗位职责 1-1 Page JDQT009 Electronic file coding Business Center Borrow Form Filename Manager Signature Guest Signature Room number Contents Time Date Return Loan Business Center. May I help you? 2.Would you mind giving me some information on your services? 3.We have comprehensive communication facilities and secretarial assistance catering to the needs of all our business guests. 4.I have some documents to be typed at the moment and I hope they will be ready before 3:00 p.m. today. 5.Please leave your room number and we will send it up to your room as soon as we get it. 6.May I have the fax number? 7.Would you mind signing your name on the bill here? It will be on your account. SEC 2 SEC 3 SEC 4 SEC 5 返回 SEC 1 8. Ill call the airliner to see if there are tickets for you. 9. I have booked two tickets for you. 10.Please come and collect the tickets here tomorrow morning.