《酒店 英语课件》课件-Part Five2

PartFive

HotelManagementUnit2:DutiesandResponsibilitiesLearningOutcome

Inthisunityouwilllearn:

HowtotalkaboutyourownjobandtasksTechniquesofpersuasionandsuggestionHowtowriteproposalsWarmUp

Workingroups.Dicussthemeaningofthefollowingproverbsanddecidewhetheryouagreewiththem.ThentranslatethemintoChineses.Abadworkmanalwaysblameshistools.

Onecanliefortwomonthsonagoodcompliment.

Itisnousedoingwhatyoulike;youhavegottolikewhatyoudo.

Youneverknowwhatyoucantillyoutry.

Onlythosewhohavethepatiencetodosimplethingsperfectlyeveracquiretheskilltododifficultthingseasily.

拙匠总怪工具差。只凭一句赞美的话就可以充实地活上两个月。不能爱哪行干哪行，而要干哪行爱哪行。惟有试过才知道自己的能力。只有有耐心圆满完成简单工作的人才能够轻而易举地完成困难的事。Speak&DrillWordsandExpressionsspareadj.

多余的,剩下的unsatisfactoryadj.

令人不满意的negativeadj.

否定的,消极的tempern.

性情,脾气,情绪,心情rotatev.

轮流，循环dulladj.

感觉或理解迟钝的,无趣的,呆滞的talentedadj.

有才能的neglectedadj.

被忽视的rotan.

值班表routinen.

例行公事,常规,日常事务,程序industrialadj.

勤奋的achievevt.

完成,达到tactfuladj.

机智的,得体的,圆滑的concernn.(利害)关系,关心,关注,关注guyn.

家伙,人performancen.

表现transfervt.

调任recommendvt.

推荐,介绍unexpectedadj.

想不到的,意外的,未预料到colleaguen.

同事,同僚beashamedof因……感到羞愧anumberof一些；若干；许多takepridein以……自豪；对……感到得意sortout整理出；清理好；分拣出showconcernfor对……表示关心bepopularwith受……欢迎/拥戴Episode1:

Criticizingasupervisor

M:ManagerS:SteveSituation:(Dupont,theF&BManager,askedSteve,anewsupervisor,togotohisoffice.)S:Goodmorning,Mr.Dupont.Youwanttoseeme?M:Goodmorning,Steve.Takeaseat.Howiseverythinggoing?S:Fine.Butwearestillshort-handed,youknow.M:Good.Iplantosparetwohandsfromanotherrestaurant.S:I’dappreciatethat.M:Well,thereasonIwanttotalktoyouisaboutyourgrouponyourshift.I’vereceivedtheweeklyrecordshowingthattherehavebeenanumberofjobsveryunsatisfactorytous.S:Yes.Someofthemhavegotverycarelessanddon’ttakeanyprideintheirwork.short-handed指缺乏人手的。我打算从另一个餐厅派两个人手过来。（spare这里意思是“抽出、让出”。例：Canyousparemethisbookforawhile?这本书你能让我看一会儿吗？）他们中有些人很粗心，对工作一点也不感到自豪。M:Steve,itisyourresponsibilityforyourmen’snegativeattitudeatwork.It’syourworkweneedtotalkabout.S:Sorryaboutthat.I’mlistening.M:You’vebeenasupervisorforalmostayear.Youshouldhavemanagedeverythinginorder.S:Well,Idomybest.Totellyouthetruth,I’vehadproblemswithoneortwoofthem.Ilostmytemperwiththem.M:Well,inthatcase,youshouldhaveapologizedtothemforlosingtemper.I’msureyouwillsortthisoutassoonaspossible.S:Iwill.M:Bytheway,Iwastoldthatthereisnorotatingonyourshift.AguynamedTonyhasbeeninthekitchenforweeks.Andtheotherscomplainaboutthattheyhaveveryrarechancetoserveguests.（虚拟语气）你应该管理得有条不紊。我对他们发脾气了。（loseone’stemper指发脾气。）另外，有人告诉我你的排班没有轮换。（rotating指岗位轮值或勤务轮换。）S:Well,Ithinkthereasonisquitesimple.Tonycan’tspeakEnglishandafewofthemcanonlyspeakalittle.M:Isee.Butthesamepeoplealwaysdidthesamejob.S:Theydidtheirjobsperfectlyexceptofoneortwo.Idon’tthinkitisaproblem.M:Steve,haveyoueverthoughtthateverybodyhasanequalchancetowork?Doyouknowhowdullitistoletonedoingthesameworkallthetime?Doyouwantmoreskilledmentohelpyouincasesome“talented”leavework?S:ItseemsIhaveneglectedit.M:Jobrotawillmakepeoplefeelmoreenjoyable.S:Iunderstand,sir.I’llrotatethejobasusualatthenextshiftmeeting.如果某些“有能耐的”走了，你不想要有技术的人能够帮你吗？值勤人员表Episode2:

Promotinganemployee

M:ManagerS:SteveSituation:(TheFrontOfficemanagerisverypleasedwithSteve’sjobandistalkingwithhiminhisoffice.)S:Whatisit,Mr.Dupont?M:Takeaseat,Steve.S:Thankyou.M:Steve,I’dliketoaskyouaquestionifyoudon’tmind.S:Justgoahead,sir.M:Doyoureallyproudofyourwork?S:Ofcourse.Whydoyouaskmethisquestion?M:Ourguestsspeakhighlyofyourservice.Howdidyoumanagetodosowell?S:Asyouoftentellus,serviceisveryimportant.Ijusthavelearnedquitealotfrommyroutine.客人们盛赞你的服务。我只是从日常工作中学到很多东西。M:YoursupervisorAnnietoldmethatyouareveryindustrialandachievealotinwork.Shesaidyouarehonest,tactfulandresponsible.S:I’mreallygladtohearthese.Annieisagoodpersonandsheshowsmuchconcernforus.EveryguyintheFrontDeskiscooperativeandprofessional.M:Yes.IknowAnnieisgettingalongwellwithallstaffmembers.Maybethat’swhytheFrontOfficegetssuchgoodrecordsthesemonths.ButAnnieisgoingtobetransferredtotheGeneralManager’sofficenextmonth.S:Really?That’sgoodnews.However,tobefrank,wearenotwillingtopartwithher.但是安妮下个月要调到总经理办公室。M:Annieappreciatesyourabilityverymuch.Sherecommendsyouastheassistantmanager.Ialsothinkyouaretherightpersonforthejob.Whatdoyouthinkaboutit?S:That’sunexpected.Thankyouverymuch.ButI’mafraidIcan’tdoitaswellasAnniedid.M:Don’tworryaboutit.Iknowyouarepopularwithcolleaguesandtheywillgiveyouahand.I’msureyou’lldoaswellas,orevenbetterthanAnnie.S:Thankyouverymuch.I’llvaluetheopportunity.M:Youalwayssupportus.Ireallyappreciateit.我知道你在同事中很得人心，他们会帮你的。（“togivesb.ahand”指帮忙；帮助。例：Canyougivemeahand?Ican’topenthefile.您能帮我吗？我没法打开这个文件。）A.Completethefollowingdialogue:H:HousekeeperJ:JackJ:I’dliketotalkwithyou,Mr.Huang.H:Whatisit,Jack?J:Aboutmywork.Idon’tagreetoDavid’sarrangement._______________________我认为他的管理方法不好。H:Wouldyoupleasetellmeindetail?J:I’msorry.Idon’twanttodefendmyself.________________________________鉴于这种情况，我决定辞职。Idon’tthinksomeofhismanagementmethodsareproper.Inthiscase,Idecidetoresign.

H:Jack,you’rejustsaying,aren’tyou?J:_________________我是认真的。H:Jack,Ithinkit’sunnecessary.Youdidquitewellinthework.J:Yes,Iamabletodoitwell.________________________________________

然而，我更注重一种友爱和合作的气氛。Thisismyresignation.H:OK.I’mbusythesedays.__________________________________我想过几天再与你处理这个问题好吗？Iamserious.

However,Iprefertoworkinafriendlyandcooperativeatmosphere.Iwillhandleyourproblemafewdayslater,OK?B.Role-play:

Scene1:Employee:Youarelateforwork.Youareaskedtoseethemanager.Youexplainthereasonwhyyouarelatetodayisduetothetrafficjams.Youpromisenottobelateagain.Manager:Youasktheemployeewhyhe/shewaslateforworkagain.Youtelltheemployeethewholeworkwasnearlydelayed.Youwarntheemployeehe/shewillbedismissedifhe/shehasbeenlateforthreetimes.Scene2:Employee:Youwanttoresignyourjob.Youasktoseethemanager.Youexplainthereasonwhyyouwanttoresign.Youhavereceivedanewofferwhichyouthinkyoucanhaveabetterdevelopmentinyourcareer.YouthanktheManagerforhisunderstanding.Manager:Youaskwhytheemployeewantstoresignthoughhe/sheisnotonthelistofreducedstaff.Youtelltheemployeehe/shewillhavemorechancesofpromotionifhe/shechoosestostay.Youhopetheemployeecanhaveabrightfuture.C.Discussion:

Ifyouareamanager,whatshouldyoutakeintoconsiderationincriticizingasubordinate?Criticizingsomeonejustforthesakeofputtingthemdownmakesbothofyoumiserable.Criticismshouldalwaysbedonewiththegoalofhelpingtheotherpersonimprove.Discussyouropinionswithyourpartner.Thefollowingpointscanbenotedforyourreference.Basicpointsforyourreferance:DecideonyourobjectiveofcriticismCautiousinyourtreadBeawarethatyoumightnotknowthewholestoryBecarefulabouttheword“why”Saywhattheycandobetter

Read&ActWordsandPhrasesconsumev.消耗patronn.老主顾，赞助人entailv.带来，限定incorporatev.合并capturev.捕获，抓住storagen.储存gleanv.收集vendorn.

销售商，小贩theoreticala.

理论上的functionalityn.

功能性executionn.

执行warrantyn.

担保，保单anticipatev.

参与transactionn.

交易seamlesslyadv.

连续地，无缝地HowtoKeepCustomersHappy

Inanybusiness,customercareandmanagementisessentialtoensurethatyoukeepyourcustomershappy.Afterall,findingnewcustomersmaybealongandtimeconsumingprocess,butmakingsureyourexistingpatronsarehappydoesn'thavetobe.That'swhyemployingarangeofcustomerrelationshipmanagementtoolsissoimportantforabusinesstoprogress.Butwhatexactlyiscustomerrelationshipmanagement(CRM)andwhatdoesitentail?客户关系管理Essentially,CRMisacatch-alltermthatincorporatesanumberofconceptsusedbycompaniestomanagetheirrelationshipswiththeircustomers.Thiscanincludethecapture,storageandanalysisofdatagleanedfromthecustomer,vendor,partneroranyinternalresearchprocess.Inatheoreticalsense,CRMisdividedintothreekeyfunctionalities:marketing,salesandservices.Marketingprimarilyrelatestothelong-termplanningandshort-termexecutionofmarketing-relatedactivitieswithinacompany.Salesfunctionalities,ontheotherhand,areessentiallyfocusedonhelpinganorganisationexecuteandmanagethepresalesprocessinamorestructuredmanner.销售前期的包含一切的词Incontrast,servicesconcentrateoneffectivelymanagingthecustomerserviceaspectsofabusiness,inordertoprovidefirstandsecondlevelsupporttocustomers.Theseservicefunctionalitiescouldincludeserviceordermanagement,resourceplanningandscheduling,warrantymanagementandknowledgemanagement.Currently,however,themostpopularformsofservicefunctionsforcustomersarebeyondsimpleaccessthroughe-mail,callcenters,faxes,andwebsites,CRMallowscompaniestocollectinformationaboutcustomersinordertobetteranticipatewhattheywant.服务管理，资源计划和安排，质量保证管理和知识管理ExpertsconsiderthebestformofCRMtobethatwhichutilizesmultichannels.Inotherwords,itisnotsimplyatransactionorcommunicationthatstartsandendswithawebsitevisit,butsomethinglikeasitevisitthatcontinuestoaphoneconversationwithacustomerservicerepresentative.MultichannelCRMinvolvesaninteractioninonemedium,orchannel,beingseamlesslyintegratedwithothermediums.并不是简单的一笔交易或起止于互联网上的一次交流A.Answerthefollowingquestionstocheckyourunderstanding:Whydowesaykeepyourexitingcustomershappyisimortant?Whatdoyouthinkyourcustomersshouldinclude?Whatisyourunderstandingofmarketing,salesandservices?Whydoweneedtocollectinformationaboutcustomers?Whatcanthemoderntechniqueshelpusdealwithourcustomers?Doyouthinkmanagementofpeopleisdifferentfromthemanagementofproducts?Why?B.PutthefollowingintoChinese:Inanybusiness,customercareandmanagementisessentialtoensurethatyoukeepyourcustomershappy.在任何行业中，对客户的关心和管理是确保客户满意的关键。Essentially,CRMisacatch-alltermthatincorporatesanumberofconceptsusedbycompaniestomanagetheirrelationshipswiththeircustomers.从最基本来说，客户关系管理是一个包涵一切的词，它囊括了公司用来管理与客户关系的许多理念。Marketingprimarilyrelatestothelong-termplanningandshort-termexecutionofmarketing-relatedactivitieswithinacompany.市场营销主要是与公司内相关营销活动的长期计划和短期执行相关。Themostpopularformsofservicefunctionsforcustomersarebeyondsimpleaccessthroughe-mail,callcenters,faxes,andwebsites.对客服务功能最流行的形式超越了简单的通过电子邮件、电话服务中心、传真和网址来和客户联系。GroupWork

“Areyoureadytoday?”

Direction:judgeyourclassmate’spersonalhygienebymakealistaccordingtothefollowingaspectsinthechart:Step1Dividetheclassintoseveralgroups.Step2SelectONEorTWOstudentsfromonegroup.Askothergroupstoevaluatethechosenstudentsontheirpersonalhygiene.Eachgroupshouldwritedownthegoodandbadpointsindetail.Step3After15minutes,inviterepresentativesfromallgroupstoreporttheirfoundingsandopinions.Step4Closebyaskingallgroupstosortouttheiropinionsandideasforareasonablepersonalhygienechecklistforhotelemployees.PersonalHygieneGoodBadFaceShaven(Malestaff);Noexcessivemake-uporjewelry(femalestaff)Withbeard;Strangemake-upUnnecessaryjewelryHairShortandwellgroomed(malestaff);Shortortiedup(femalestaff)Verylonghair(malestaff);Longhairbutnottiedupatwork(femalestaff);Dyedinastrangecolor;修面（不能胡子拉茬）络腮胡修饰良好染色HandsandnailsCleanhandsUnwashedhandsWell-trimmednailsVerylongnailsUniformCleanandpressedDirty,stainedorbrokenShoesPolishedSandals,open-backedshoesorhighpointedheelsBehaviorFreshnessSneezing,coughingorblowingthenose有污渍凉鞋或便鞋打喷嚏、咳嗽或擤鼻涕Writing

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