新职业英语1酒店英语--Unit-4.ppt

,酒店英语,ENGLISHFORCAREERS,新职业英语,中国劳动关系学院高等职业技术学院,Unit4InformationDesk,新职业英语,酒店英语,Unit4InformationDesk,Warming-up,Reading,Listening,Speaking,4,1,2,3,Writing,5,Project,6,VocabularyandStructure,7,ListeningScript,8,Warming-up,Task1Matchthescenicspotsintheboxwiththeircorrespondingpictures.,OrientalPearlTower,TempleofHeaven,BirdsNest,TiananmenSquare,WaterCube,PotalaPalace,Unit4InformationDesk,Warming-up,Task2WritetheChinesenamesforthefollowingscenicspots.,明十三陵,长江,秦始皇兵马俑,雍和宫,上海世博园,中国国家大剧院,金字塔,艾菲尔铁塔,自由女神像,Unit4InformationDesk,Warming-up,Task3Workingroupsoffour.Eachstudentmakesabriefintroductionofhis/herfavoriteplaceofinterest.Asksomestudentstointroducetheirfavoriteplacestothewholeclass.,Suggestedanswers,TheTempleofHeavenislocatedinsouthernBeijing,just3kmsfromthecenterofBeijing.Itwasbuiltin1420inMingDynasty.Thetemplewaswhereemperorswenttoworshipheavenforgoodharvests.Ithasalargeareaof2.7millionsquaremeters.Thetempleconsistsofseveralhallsasaltarstoprayforgoodharvests.Thereyoucanenjoybeautifulsceneryandthesolemnityofthebuildings.,Unit4InformationDesk,Task1Trytoanswerthefollowingquestionsbeforeyoureadthepassage.,Whatqualitiesdoyouthinkaconciergeshouldpossess?2.WhatdoestheGoldenKeysreferto?Wherediditcomefrom?,Reading,Unit4InformationDesk,Reading,Aconciergeshouldbeknowledgeableaboutthesurroundingcommunityandthehotelfacilitiesandservices.Heshouldalsobepatientandprudentincarryingouttasks.Anotherimportantqualityisbeingwarm-heartedtohelpguests.,SuggestedAnswers,1.Whatqualitiesdoyouthinkaconciergeshouldpossess?,Unit4InformationDesk,Reading,TheGoldenKeyreferstotheconciergeswhoareprofessionalandexperiencedintheirownfield.TheybelongtoaprofessionalorganizationcalledInternationalConciergeOrganization.ItoriginatedfromFrance.,SuggestedAnswers,2.WhatdoestheGoldenKeysreferto?Wherediditcomefrom?,Unit4InformationDesk,QualitiesofaConcierge,翻译,声音,1Aconciergeusuallyworksaspartofthefrontofficeteamwithinahotel.Hisjobistocreateapositivefirstimpressionofthehotelforguests,makingtheirstayorvisitmorecomfortable.Tobeaqualifiedconcierge,heneedstopossesssomeessentialqualitiesandskills.,Reading,Unit4InformationDesk,QualitiesofaConcierge,翻译,声音,Forexample,agoodconciergeshouldbefamiliarwithhissurroundings.Atleasthehastoknowthebasicstherestaurants,theclubs,thetheaters,andbeabletorecommendplacestoguestsonrequest.Secondly,aconciergeneedstobepatientbecausehemaycarryoutmorethanonetaskatthesametime.Hemightbeshowingoneguesttothereceptiondeskwhileanotherguestcomesupfortheaterticketbookings.,Reading,Unit4InformationDesk,QualitiesofaConcierge,翻译,声音,Goodcommunicationskillsareanotherqualityforaconcierge.Heshouldbeinterestedinmeetingpeopleandhaveadesiretohelpthem.Problem-solvingisalsoakeyqualityforaconcierge.Heneedstobeabletosolveproblemsthataguestencountersinaprofessionalandefficientmanner.,Reading,Unit4InformationDesk,QualitiesofaConcierge,翻译,声音,2Inordertoensuretheabovequalities,andofcoursemanyotherqualities,aprofessionalorganizationforconciergeswasformedinFranceinOctober1929byFerdinandGillet,whichwascalledLesClefsdOr,meaningtheGoldenKeys.TheGoldenKeyreferstoanexperiencedconciergewhostandsbehindtheserviceboothinsuitortailcoateveryday,readytosettleallthequestionsputforwardbytheguests.YoucanrecognizetheGoldenKeysbythekeysonthelapelsontheiruniforms.,Reading,Unit4InformationDesk,QualitiesofaConcierge,翻译,声音,Thesecrossedgoldenkeysaremorethanjustthesymboloftheorganization;theyarethesymbolofqualifiedandstandardizedservice.TheGoldenKeys,whohavereceivedprofessionaltraining,findjoyingivingguestspleasantsurpriseandthusfindtheirownvalueoflifeinservingothers.,Reading,Unit4InformationDesk,positive,adj.正面的；积极的,e.g.Onthepositiveside,thepatientcanmoveherfingers.从好的方面看，这个病人能够活动她的手指了。,e.g.Itsveryimportantforafamilytohaveapositiveinfluenceonthechildren.家庭对孩子产生积极的影响是非常重要的。,Unit4InformationDesk,Reading,impression,n.印象,e.g.Myfirstimpressionofhimisfavorable.我对他的第一印象不错。e.g.IgotabadimpressionofLindasboyfriendbecauseofhisbadtablemanners.我对Linda的男友印象不太好，因为他吃饭时没规矩。,Unit4InformationDesk,Reading,possess,v.拥有；具有,e.g.Imafraidhedoesntpossessasenseofhumor.恐怕他不具有幽默感。e.g.InChinayourenotallowedtopossessguns.在中国你不能拥有枪支。,Unit4InformationDesk,Reading,essential,adj.必不可少的；重要的,e.g.Experienceisessentialforthisjob.做这份工作经验非常重要。e.g.Itsessentialtocompletethetaskwithinateam.团队合作完成这项任务是必要的。,Unit4InformationDesk,Reading,basics,n.基本要素；基本情况,e.g.Asamemberofthishotel,youmustknowthebasicsofthishotel,liketheservicesweofferandthelocationsoffacilities.作为酒店的一员，你必须了解酒店的一些基本情况，如我们提供的服务以及各种设施的地点。e.g.Someschoolslackmoneyforbasicslikebooksandpencils.有些学校缺少资金购买书本、铅笔之类的基本用具。,Unit4InformationDesk,Reading,carryout,完成；实现；进行,e.g.Thepolicearecarryingoutinvestigationsonthemurder.警方正对这起谋杀案展开调查。e.g.Itwaspatheticthatnobodyhadcarriedoutthepresidentsorder.可悲的是没有人执行董事长的命令。,Unit4InformationDesk,Reading,problem-solving,n.寻求答案；解决问题,e.g.Teachersshouldteachstudentsproblem-solvingskillsratherthanfacts.教师应该培养学生解决问题的能力而不是教他们背诵事实。e.g.Theyoungmanpossessedverygoodproblem-solvingskills.这个年轻人有着良好的解决问题的能力。,Unit4InformationDesk,Reading,encounter,v.遇到,e.g.Freshmenarelikelytoencountersomedifficultiesinthefirstfewweeksincollege.大一新生在上大学的头几个星期里很可能会遇到困难。e.g.ThesearetheweirdthingsIhaveencounteredinyourcompany.这些就是我在你公司遇到的咄咄怪事。,Unit4InformationDesk,Reading,professional,adj.职业的;专业的,e.g.Ireallytreasurethisopportunityofprofessionaldevelopment.我针对很珍惜这次职业发展机会。e.g.Themanagerdealtwiththeguestscomplaintsinahighlyprofessionalway.经理处理那位客人的投诉非常专业。,Unit4InformationDesk,Reading,putforward,提出,e.g.TodayweregoingtodiscusstheplanthattheFrontOfficeputforward.今天我们将讨论前厅部提出的计划。e.g.Weshouldvaluethesuggestionsputforwardbytheguests.我们应该重视客人提出的建议。,Unit4InformationDesk,Reading,礼宾员的素质,1通常情况下，礼宾员隶属于酒店的前厅部。礼宾员的工作是使酒店在客人心目中留下正面的第一印象，使他们舒适地入住酒店。要想成为一名优秀的礼宾员，他需要具备一些重要的素质和能力。,Unit4InformationDesk,Reading,礼宾员的素质,例如，一名优秀的礼宾员应该熟悉周围的环境，至少应该知道最基本的设施，如餐馆、俱乐部、剧院，并能够根据客人的要求进行推荐。其次，礼宾员应该有耐心，因为他可能要同时完成多项任务。比如，他可能在引导一位客人到前台登记时，另一位客人过来询问剧院订票事宜。,Unit4InformationDesk,Reading,礼宾员的素质,良好的人际交往能力是优秀礼宾员需要具备的另一种重要素质。他应该善于与人交往，乐于助人。解决问题的能力也是礼宾员应具备的重要能力。他需要以一种职业化的精神，高效率地解决客人遇到的问题。,Unit4InformationDesk,Reading,礼宾员的素质,2为了确保礼宾员能够具备以上素质（当然还包括很多其他素质），1929年10月，一个礼宾员的专业组织在法国成立，创始人是费迪南吉莱。这个组织名为LesClefsdOr，意思是“金钥匙”。金钥匙指那些经验丰富的礼宾员，他们每天穿着西服或燕尾服，站在服务台后面，随时准备解决客人提出的任何问题。你可以从他们制服翻领上的钥匙认出金钥匙。,Unit4InformationDesk,Reading,礼宾员的素质,这些交叉在一起的金钥匙不仅是这个组织的象征，更是资质和标准化服务的象征。经过专业培训的金钥匙们以带给客人惊喜为乐，通过服务他人实现人生的价值。,Unit4InformationDesk,Reading,Task2Tickthequalitiesofaconciergementionedinthepassage.,Unit4InformationDesk,Reading,Task3Decideifthefollowingstatementsaretrue(T)orfalse(F).,1.TheGoldenKeyswasfoundedinFrance.2.ThefounderoftheGoldenKeyswasLesClefsdOr.3.TheGoldenKeysaredressedcasuallyinordertogiveawarmfirstimpressiontoguests.4.Thegoldkeyscanbefoundonthecollarsoftheconciergesuniforms.,T,F,F,T,Unit4InformationDesk,Reading,Task4Canyouthinkofanyotherqualitiesofaconciergeapartfromthosementionedinthepassage?Thinkofatleastthreequalitiesandcomparewithyourpartnerslist.Givesomeexamplestoexplainthesequalities.,Unit4InformationDesk,Reading,Task4Canyouthinkofanyotherqualitiesofaconciergeapartfromthosementionedinthepassage?Thinkofatleastthreequalitiesandcomparewithyourpartnerslist.Givesomeexamplestoexplainthesequalities.,Suggestedanswers,Aconciergeshouldhavegoodmannerstogivetheguestsgoodimpressionofthehotel.Heshouldalsobeabletospeakoneortwoforeignlanguagessothathecanbestserveguestsfromallovertheworld.Onemorequalityoftheconciergeistohaveastrongdesireforlearningsothathecankeepupdatedwiththefastpacedsociety.,Unit4InformationDesk,Reading,Task1Listentofiveshortdialogsanddecidewhateachdialogisaboutandmark()whereappropriate.,Unit4InformationDesk,Listening,声音,Task2ListentoaconversationbetweenaguestandtheBellCaptain,andthenanswerthefollowingquestions.,Listening,Whereistheguestgoing?_Howishegoingthere?_Howmuchdoesitcosttohireataxiforthewholeday?_Whydoestheguestwanttocallataxieverytimeheneedsitinstead?_,TotheGreatWallandtheSummerPalace.,Bytaxi.,Atleast600yuan.,Becauseitscheaperthanhiringataxiforthewholeday.,Unit4InformationDesk,声音,Task3ListentotheconversationinTask2againandfillintheblankswiththewordsorexpressionsprovidedinthebox.,rentreadingschargeexpensivecallataxiRoom1205writedownpickyouup,Listening,Unit4InformationDesk,声音,Key,Listening,Unit4InformationDesk,Key,(1)Room1205(2)rent(3)expensive(4)callataxi(5)charge(6)readings(7)writedown(8)pickyouup,Task3ListentotheconversationinTask2againandfillintheblankswiththewordsorexpressionsprovidedinthebox.,Listening,Unit4InformationDesk,Task4AguestisaskingtheBellCaptainforinformationaboutlocaltouristattractions.Listentotheconversationandtickofftheactivitiesthattheguestwilldo.,Listening,Unit4InformationDesk,声音,Task5ListentotheconversationinTask4again.WriteoutthespecialfeaturesofeachplacethattheBellCaptainmentions.,1.TheLandmarkisagreatplacefor_.2.TheMuseumofTeaWareisaplaceof_.3.Onthebeachyoucansee_.4.TheDisneylandisagreatplacefor_.5.InLanKwaiFongyoucantry_.,shopping,history,thesunrise,fun,newfood,Listening,Unit4InformationDesk,声音,Speaking,Task1Readandpracticetheconversationinpairs.,Unit4InformationDesk,Speaking,Task1Readandpracticetheconversationinpairs.,Unit4InformationDesk,Speaking,Task2Mr.WoodhasjustarrivedatWestinHotel.Hefirstaskstheconciergefordirectionstotheparkinglot.Thenheasksfordirectionstotheswimmingpool.Workinpairs.Makeupaconversationwiththeinformationprovidedbelow.Someusefulexpressionsareprovidedintheboxforyourreference.,Unit4InformationDesk,Speaking,Task2Mr.WoodhasjustarrivedatWestinHotel.Hefirstaskstheconciergefordirectionstotheparkinglot.Thenheasksfordirectionstotheswimmingpool.Workinpairs.Makeupaconversationwiththeinformationprovidedbelow.Someusefulexpressionsareprovidedintheboxforyourreference.,SuggestedSample,Unit4InformationDesk,SuggestedSample,Mr.Wood(W):Excuseme.Canyoutellmehowtogettotheparkinglot?Concierge(C):Yes.MayIaskwhereyoustay,sir?W:IstayinGuestBuilding1#.C:Gostraightaheadalongthisroad.Drivepastthelawns.Youllseetheparkinglotonyourright.W:Couldyourepeatthat,please?C:Goalongthisroad.Drivepastthelawnsonyouleft,andyoullseetheparkinglotonyourright.,Speaking,Unit4InformationDesk,SuggestedSample,W:OK.SoIgoalongthisroadanddrivepastthelawns.Theparkinglotisontheright.AmIright?C:Thatscorrect.W:Thanks.Bytheway,whereistheswimmingpool?C:ItsjustoppositeGuestBuilding1#.Youcantmissit.W:Thankyouverymuch.C:Yourewelcome.Enjoyyourstay.,Speaking,Unit4InformationDesk,Speaking,Task3Theexpressionsintheboxareusedtomakesuggestions.Chooseaproperexpressiontofillineachblankinthefollowingconversation.,Unit4InformationDesk,Speaking,Unit4InformationDesk,Speaking,SuggestedAnswers,Unit4InformationDesk,SuggestedAnswers,Speaking,(1)Imsureyoudenjoy(2)Whydontyou(3)Youcould/Idsuggestyou(4)Idsuggestyou/Youcould,Unit4InformationDesk,Speaking,Task4Mr.Woodwantstovisitsomeplacesofinterestinhissparetime.HegoestotheConciergeDeskforsometouristinformation.Workinpairs.Role-playthefollowingsituation,usingtheusefulexpressionsinTasks2and3.,Befreefortwodays.Wanttovisitsomeplacesofinterest.Asktheconciergeforrelevantinformation.Decidetovisittheplacethattheconciergesuggests.Askabouthowtogettotheplace.,Recommendoneortwotouristattractionsinthecity.Brieflyintroducetheplaces.Telltheguesthowtogettotheplacetheguestwantstovisit.,SuggestedSample,Unit4InformationDesk,SuggestedSample,Mr.Wood(W):Goodmorning.Imfreetodayandtomorrow,yousee.Iwanttovisitsomeplacesofinteresthere.Canyousuggestsome?Concierge(C):Sure.Atthistimeofyear,IdsuggesttheFragrantHills.Thereyoucanenjoyredmapleleavesalloverthehills.Itsverybeautiful.W:Soundsgreat.Ihaventseensomanyredleaves.C:ItsabigtouristattractionintheautumnofBeijing.W:Illgothere.C:Thenifyouwanttobuysomesouvenirshome,youcangototheJinyuanShoppingMall.Itsnotfarfromourhotel.,Speaking,Unit4InformationDesk,SuggestedSample,W:Imnotinterestedinshoppinganyway.HowcanIgototheHillswithredleaves?C:TheFragrantHills?Itsclosetoourhotel.BusNo.360takesyoudirectlythere.W:Whereisthebusstop?C:Itsjustoppositethegateofourhotel.Itlltakeyouaboutonehourtogetthere.W:Onehour?Thatstoolong.Whatabouttakingataxi?C:Itlltakeabouthalfanhour.W:IguessIlltakethefastertransportthere.Thankyouverymuchforyourinformation.C:Yourewelcome.Haveagoodtime.,Speaking,Unit4InformationDesk,Writing,Task1Mr.WoodsfriendinChinainviteshimtoShichahai/Houhai.Mr.WoodpreferstogotherebybussothathecanexperiencetherealBeijing.HisfriendthusdrawsamapforhimandtellshimhowtogototheBlueLotusBar.Themapisbelow.Studyitcarefully.,Unit4InformationDesk,Writing,Task2Mr.WoodcomestotheChiefConciergeaskinghimtowritedownthedirectionstotheBlueLotusBarforhimincaseheforgets.TheparagraphbelowisthedirectionthattheChiefConciergewritesaccordingtothemapinTask1.Completetheparagraphwiththewordsorexpressionsinthebox.Changetheformwherenecessary.,SuggestedAnswers,Unit4InformationDesk,Writing,SuggestedAnswers,(1)opposite(2)Getoff(3)onyourright(4)walkalong(5)Gopast,Unit4InformationDesk,Project,ProjectGuidelinesThisprojectaimstogothroughtheprocessofinformationservicetheconciergeoffers.Thewholetaskisdividedintothreesteps.StepOnefocusesonaresearchoftheplacesofinterestaroundalocalfive-starhotel.StepTworequiresstudentstogiveapresentationabouttheplacesofinterest.StepThreecallsforacompleterole-playofinformationservice.PleasefollowtheTaskDescriptiontocompletetheproject.,Unit4InformationDesk,Project,TaskDescriptionStepOneOrganizesmallgroupsof3or4studentsinyourclass.Lookupinformationononeortwoplacesofinterestaroundalocalfive-starhotel,includingthelocation,historyandfeatures.Studymainlythefeaturesofthescenicspot(s)thatmayappealtotouristsandhowtogettotheplace(s).,Unit4InformationDesk,Project,TaskDescriptionStepTwoWorkinthesamegroup.Makeathoroughinvestigationonthescenicspot(s).Focusonthehistoryandthespecialfeatures.Chooseonestudentineachgrouptogiveapresentationoftheplace(s)ofinterestthatyouworkedoninStepOne;usemultimediaaidifpossible.,Unit4InformationDesk,Project,TaskDescriptionStepThreeWorkstillinthesamegroup.Preparearole-playofinformationserviceofferedbytheconcierge.Theguestaskstheconciergetomakesuggestionsaboutlocaltouristattractions.Theconciergesuggestsoneortwoplacesandgivesdirections,usingtheinformationobtainedinStepOneandStepTwo.,Unit4InformationDesk,VocabularyandStructure,Task1Matchthewordsintheboxwiththeirdefinitions.,possessencounterbasicsessentialimpression,essential,basics,impression,encounter,possess,Unit4InformationDesk,VocabularyandStructure,Task2Fillineachblankwiththeappropriateformofthewordgiveninbrackets.,Myfirst_(impress)ofhimisthatheisverytalkative.2.Peoplehavelost_(patient)withthelocalgovernmentsslowaction.3.Youcanvisitsome_(history)buildingsthere,mostofwhichdatebacktothe19thcentury.4.Fourmonthsworkingtogetherleadsmetotheconclusionthatsheisfully_(qualify)forthejob.5.Myexperienceisthatworkingasaconciergerequires_(profession)knowledgeandskills.,impression,patience,historical,qualified,professional,Unit4InformationDesk,VocabularyandStructure,Task3Completeeachsentencewiththecorrectformofthewordinthebox.,encounterpositiverequestfamiliarunique,1.TheyTheOlympicGameshaveoffereda(n)_opportunitytopresentamodernBeijingtotheworld.2.Theyhad_suchdifficultythattheyalmostgavetheprojectup.3.Idliketotakealookatthecommunity.Areyou_withthisarea?Yes.Igrewuphere.Idbeverypleasedtoshowyouaround.4.Son,Iwantyoutobe_,tolookonthebrightsideofthings.5.Brochureofourhotelisavailableon_.,unique,encountered,familiar,positive,request,Unit4InformationDesk,VocabularyandStructure,Task4Completethefollowingsentenceswithinsteadorinsteadof.,1.Oneofthecandidateswasillyesterdaysotheyaskedmetotheinterview_.2.Theteacherdidntsayanything._,hedrewabigquestionmarkontheblackboard.3.Wejusthadsoupfordinner_afullmeal.4.Nowmostyoungpeopletakepublictransporttowork_goingbycar.5.Itstoocoldtogoout.Letsplaycards_.,instead,Instead,insteadof,insteadof,instead,Unit4InformationDesk,VocabularyandStructure,Task5ChoosethebestChinesetranslationforeachsentence.,1.Atleasthehastoknowthebasicstherestaurants,theclubs,thetheaters,andbeabletorecommendplacestoguestsonrequest.至少他需要知道一些基础知识，如餐馆、俱乐部、剧场的信息，这样才能够给客人推荐地点。B.至少他需要知道最基本的情况，如餐馆、俱乐部、剧场的信息，并能够按要求给客人推荐场所。C.至少他需要知晓一些基本信息，如餐馆、俱乐部、剧场的信息，并能够按照客人的要求给他们推荐可以去的场所。D.至少他需要知道最基本的情况，如餐馆、俱乐部、剧场的信息，这样才能请求客人去那些被推荐的场所。,C,Unit4InformationDesk,VocabularyandStructure,Task5ChoosethebestChinesetranslationforeachsentence.,2.Heshouldbeinterestedinmeetingpeopleandhaveadesiretohelpthem.A.他应该对客人感兴趣，并喜欢帮助他们。B.他应该喜欢和人打交道，并有欲望帮助他们。C.他应该乐于接触客人，并了解他们的愿望。D.他应该乐于和客人接触，并喜欢帮助他们。,D,Unit4InformationDesk,VocabularyandStructure,Task5ChoosethebestChinesetranslationforeachsentence.,3.TheGoldenKeyreferstoanexperiencedconciergewhostandsbehindtheserviceboothinsuitortailcoateveryday,readytosettleallthequestionsputforwardbytheguests.金钥匙指的是那位有经验的礼宾员，他每天身着西服或长外套，站在服务台后，对客人提出的所有问题都有充分准备。B.金钥匙指的是那个每天身着西装或燕尾服，站在服务台后的礼宾员，他非常有经验，随时准备解决客人提出的所有问题。C.金钥匙指的是那个有经验的、每天穿着西服或长外套站在服务台后面的礼宾员，他能够解决客人提出的所有问题。D.金钥匙指的是有着丰富经验的礼宾员，他们每天身着西装或燕尾服，站在服务台后，随时准备解决客人提出的所有问题。,D,Unit4InformationDesk,VocabularyandStructure,Task5ChoosethebestChinesetranslationforeachsentence.,4.TheGoldenKeys,whohavereceivedprofessionaltraining,findjoyingivingguestspleasantsurpriseandthusfindtheirownvalueoflifeinservingothers.A.金钥匙接受过专业培训，他们从给客人创造惊喜中找到乐趣，因而也从服务他人中找到自己人生的价值。B.接受过专业培训的金钥匙喜欢给客人创造惊喜，因此从中他们发现了自己人生的价值。C.金钥匙接受过职业化培训，他们善于给客人创造惊喜，使他们在服务他人时找到自己人生的价值。D.接受过专业培训的金钥匙在给客人创造惊喜的过程中找到了自己人生的价值。,A,Unit4InformationDesk,Task1Listentofiveshortdialogsanddecidewhateachdialogisaboutandmark()whereappropriate.,ListeningScript,ScriptDialog1:A:Wouldyousendthisletterforme?B:Sure.Howwouldyouliketosendit?Byexpressmail?,Dialog2:A:Excuseme,butcanyoutellmewherethebusinesscenteris?B:Yes.Takethelifttothethirdfloor,turnrightoutoftheliftandyoullseeitattheendofthecorridor.,Unit4InformationDesk,Task1Listentofiveshortdialogsand