《饭店专业英语》Part-2-Unit-12-Lost-and-Found-Service课件

Unit12

LostandFoundServiceUnit12

LostandFoundService1LearningObjectivesInthisunityouwilllearn:HowtoshowsympathyHowtohelpguest(s)findthemissing

thingsLearningObjectivesInthisuni2I.SNAPSHOT

ReadingTipsThe

lostandfoundserviceisakindofprofessionalwork,foritofteninvolveslegalissues.Whenguestsreportlossinthehotel,wemusttryourbesttohelpthemfindtheirlostproperties.Itisalsothesymbolofhighqualityservice.I.SNAPSHOTReadingTips3Guestsmaylosetheirvaluablethingsinthehotelsuchas…Wallet钱包Cash现金Clothes衣服Files文件

Guestsmaylosetheirvaluable4What

othervaluablethingswouldguestsperhapsloseinahotel?Whatshouldyousaywhenguestslosetheirvaluables?Whatothervaluablethingswou5TheprocedureoflostandfoundserviceStep1Listen倾听Step2Showsympathy表示同情Step3Askthedetails询问详细情况Step4Takenotes做记录Step5Takeactions立即行动Step6Notifytheresult反馈结果Theprocedureoflostandfoun6II.CONVERSATIONScene:Mr.Whitemissedsomethingintheroom.Listentothedialogueandanswerthisquestion:

Whatdoestheguestlose?(C:Clerk;G:Guest)C:Goodmorning,sir.CanIhelpyou?G:Goodmorning.Ineedyourhelp.Yousee,mywalletis

missing.I’velookedforiteverywhere,butinvain.Canyouhelpmetofindit?C:I’msorrytohearthat,sir.We’lldoourbesttohelpyou.MayIknowyournameandyourroomnumber?G:PeterWhite,Room706.C:Couldyoutellmewhenandwhereyoufounditmissing?G:Thismorning,intherestaurant.Iwantedto

paythebillafterbreakfast,butIdidn’tfindit.C:Canyoutellmethefeaturesofyourwallet,Mr.White?G:Well.

It’sblackandmadeofleather.C:Andwhat’sinit?G:About800yuanandtwocreditcards.C:

Wherehaveyoubeenthismorning?G:Thebusinesscenter,lobbybarandtherestaurant.C:Don’tworry,sir.

Let’strytolookforitandwe’llcontactyouassoonaswefindit.G:Thankyouverymuch.C:It’smypleasure.II.CONVERSATIONScene:Mr.Wh7Readthedialogueandanswerthesequestions:Wheremighttheguestlosehiswallet?Whatotherdetailsshouldtheclerkasktheguest?Readthedialogueandanswert8KeyWordsandPhraseswallet['wɔlit]n.皮夹，钱包missing['misiŋ]adj.丢失，遗漏feature['fi:tʃə]n.特征，特点leather[ˈleðə(r)]n.皮革a.皮制的lobbybar大堂酒吧creditcards信用卡invain徒劳的paythebill付账KeyWordsandPhraseswallet['9III.FOCUSINHelpgueststofindthemissingvaluables

Showsympathy:I’msorrytohearthat.

表示同情非常抱歉听到这样的消息。We’lldoourbesttohelpyou.我们会尽最大的努力来帮助您。Don’tworry.不用担心。Askdetails:MayIknowyournameandroomnumber?询问细节请问您的姓名和房间号码？Canyoutellmewhenandwhereyoufounditmissing?请问您是在什么时间和地点发现它丢掉的？Couldyoutellmethefeaturesofyourwallet?请问您的钱包有什么特征？What’sinit?里面都装的什么？Wherehaveyoubeen?你去过哪里？III.FOCUSINHelpgueststofi10Usingwhatyouhavelearnedabove.A.Matchthefollowingsentences.1.Ilostmybaginthehotel. a.Inthecoffeeshop.2.Inwhichplacedidyoufinditmissing? b.It’sblack.3.Whatarethefeaturesofyourbag?

c.I’msosorrytohearthat.Usingwhatyouhavelearnedab11B.Choosetheproperwordstocompletethefollowingsentences:features, missing, ismadeof, creditcard, lobbybar1.Ineedyourhelp.Mycomputeris

.2.Doyoupayincashorin

?3.Pleasetellmethe

ofMr.Smith.I’llmeethimatthe

.4.Thisjacket

excellentleather.B.Choosetheproperwordsto12C.PairWorkMakeadialogueaccordingtothesituationbelow.Mr.Whitelosthissuitcaseinthehotelthismorning.Andhewenttothelostandfoundserviceforhelp.Theclerk,LiuYan,receiveshimandhelpshimtofindhissuitcase.C.PairWork13IV.LISTENINGDirections:Listentoadialogueandfillintheblanks:(C:Clerk;G:Guest)C:Goodmorning.Mr.Stone.I’vegotgood

foryou.Wehavefoundyourbag.G:Youhave

it?Oh,really?C:Yes.Ourstafffounditinthe

lastnight.G:Oh,great.

isitnow?C:Hereitis.Isthis

yours?G:Exactly.Thisismy

bag.Thankyouverymuch.C:Pleasecheckthebag

everythingisinit.G:Yes,mywallet,cellphoneand

.EverythingisOK.It’sverykindofyou.C:My

.IV.LISTENINGDirections:List14V.INTERCHANGEACTIVITIESA.PairWorkWorkinpairstowriteasmanyrequiresaspossibleaboutlostandfoundservice,usingwhatyouhavelearnedabove.B.Role-play:IntheguestroomGuest(studentA):Youareveryanxious,becauseyoulostyourpassport.Andnowyouaskhelpfromaclerkinlostandfounddepartment.Clerk(studentB):Youlistentotheguestpatientlyandthenaskhimorhersomedetails.V.INTERCHANGEACTIVITIESA.Pa15VI.HOMEWORKA.Completethedialoguebetweenaguest(G)andaclerk(C).C:.G:Pleasedomeafavor.Canyouhelpmetofindmycellphone?C:.G:JohnSmith,Room801.C:.G:Well,it’swhite,andthebrandisAnycall.C:.G:Intherestaurantthisafternoon.C:.G:I’vebeentothecoffeeshopandthelobbybar.C:Don’tworry.___________________________________.G:Thankyou.VI.HOMEWORKA.Completethedi16Unit12

LostandFoundServiceUnit12

LostandFoundService17LearningObjectivesInthisunityouwilllearn:HowtoshowsympathyHowtohelpguest(s)findthemissing

thingsLearningObjectivesInthisuni18I.SNAPSHOT

ReadingTipsThe

lostandfoundserviceisakindofprofessionalwork,foritofteninvolveslegalissues.Whenguestsreportlossinthehotel,wemusttryourbesttohelpthemfindtheirlostproperties.Itisalsothesymbolofhighqualityservice.I.SNAPSHOTReadingTips19Guestsmaylosetheirvaluablethingsinthehotelsuchas…Wallet钱包Cash现金Clothes衣服Files文件

Guestsmaylosetheirvaluable20What

othervaluablethingswouldguestsperhapsloseinahotel?Whatshouldyousaywhenguestslosetheirvaluables?Whatothervaluablethingswou21TheprocedureoflostandfoundserviceStep1Listen倾听Step2Showsympathy表示同情Step3Askthedetails询问详细情况Step4Takenotes做记录Step5Takeactions立即行动Step6Notifytheresult反馈结果Theprocedureoflostandfoun22II.CONVERSATIONScene:Mr.Whitemissedsomethingintheroom.Listentothedialogueandanswerthisquestion:

Whatdoestheguestlose?(C:Clerk;G:Guest)C:Goodmorning,sir.CanIhelpyou?G:Goodmorning.Ineedyourhelp.Yousee,mywalletis

missing.I’velookedforiteverywhere,butinvain.Canyouhelpmetofindit?C:I’msorrytohearthat,sir.We’lldoourbesttohelpyou.MayIknowyournameandyourroomnumber?G:PeterWhite,Room706.C:Couldyoutellmewhenandwhereyoufounditmissing?G:Thismorning,intherestaurant.Iwantedto

paythebillafterbreakfast,butIdidn’tfindit.C:Canyoutellmethefeaturesofyourwallet,Mr.White?G:Well.

It’sblackandmadeofleather.C:Andwhat’sinit?G:About800yuanandtwocreditcards.C:

Wherehaveyoubeenthismorning?G:Thebusinesscenter,lobbybarandtherestaurant.C:Don’tworry,sir.

Let’strytolookforitandwe’llcontactyouassoonaswefindit.G:Thankyouverymuch.C:It’smypleasure.II.CONVERSATIONScene:Mr.Wh23Readthedialogueandanswerthesequestions:Wheremighttheguestlosehiswallet?Whatotherdetailsshouldtheclerkasktheguest?Readthedialogueandanswert24KeyWordsandPhraseswallet['wɔlit]n.皮夹，钱包missing['misiŋ]adj.丢失，遗漏feature['fi:tʃə]n.特征，特点leather[ˈleðə(r)]n.皮革a.皮制的lobbybar大堂酒吧creditcards信用卡invain徒劳的paythebill付账KeyWordsandPhraseswallet['25III.FOCUSINHelpgueststofindthemissingvaluables

Showsympathy:I’msorrytohearthat.

表示同情非常抱歉听到这样的消息。We’lldoourbesttohelpyou.我们会尽最大的努力来帮助您。Don’tworry.不用担心。Askdetails:MayIknowyournameandroomnumber?询问细节请问您的姓名和房间号码？Canyoutellmewhenandwhereyoufounditmissing?请问您是在什么时间和地点发现它丢掉的？Couldyoutellmethefeaturesofyourwallet?请问您的钱包有什么特征？What’sinit?里面都装的什么？Wherehaveyoubeen?你去过哪里？III.FOCUSINHelpgueststofi26Usingwhatyouhavelearnedabove.A.Matchthefollowingsentences.1.Ilostmybaginthehotel. a.Inthecoffeeshop.2.Inwhichplacedidyoufinditmissing? b.It’sblack.3.Whatarethefeaturesofyourbag?

c.I’msosorrytohearthat.Usingwhatyouhavelearnedab27B.Choosetheproperwordstocompletethefollowingsentences:features, missing, ismadeof, creditcard, lobbybar1.Ineedyourhelp.Mycomputeris

.2.Doyoupayincashorin

?3.Pleasetellmethe

ofMr.Smith.I’llmeethimatthe

.4.Thisjacket

excellentleather.B.Choosetheproperwordsto28C.PairWorkMakeadialogueaccordingtothesituationbelow.Mr.Whitelosthissuitcaseinthehotelthismorning.Andhewenttothelostandfoundserviceforhelp.Theclerk,LiuYan,receiveshimandhelpshimtofindhissuitcase.C.PairWork29IV.LISTENINGDirections:Listentoadialogueandfillintheblanks:(C:Clerk;G:Guest)C:Goodmorning.Mr.Stone.I’vegotgood

foryou.Wehavefoundyourbag.G:Youhave

it?Oh,really?C:Yes.Ourstafffounditinthe

lastnight.G:Oh,great.

isitnow?C:Hereitis.Isthis

yours?G:Exactly.Thisismy

bag.Thankyouverymuch.C:Pleasecheckthebag

everythingisinit.G:Yes,mywallet,cellphoneand