前厅服务与数字化运营程丽佳75课件

前厅服务与数字化运营HOTELRECEPTIONSERVICESANDDIGITALOPERATIONS主讲人：程丽佳英语实训问询服务InformationService入住期间服务主讲人：程丽佳InformationServiceGiveSuggestionsandDirections1HelptoBookTaxisandBuses2OfferInformation3Mr.Smith(S):Goodmorning.I’mfreetodayandtomorrow,yousee.Iwanttovisitsomeplacesofinteresthere.Canyousuggestsome?

Concierge(C):Sure.Atthistimeofyear,I’dsuggesttheFragrantHills.Thereyoucanenjoyredmapleleavesalloverthehills.It’sverybeautiful.S:Soundsgreat.Ihaven’tseensomanyredleaves.C:It’sabigtouristattractionintheautumnofBeijing.S:I’llgothere.HowcanIgetthere?InformationService

Isuggestthemuseumthenextday.我建议明天去参观博物馆。IsuggestyouvisittheSummerPalace.我建议参观故宫。suggestInformationServiceMr.Smith(S):Goodmorning.I’mfreetodayandtomorrow,yousee.Iwanttovisitsomeplacesofinteresthere.Canyousuggestsome?

Concierge(C):Sure.Atthistimeofyear,I’dsuggesttheFragrantHills.Thereyoucanenjoyredmapleleavesalloverthehills.It’sverybeautiful.S:Soundsgreat.Ihaven’tseensomanyredleaves.C:It’sabigtouristattractionintheautumnofBeijing.S:I’llgothere.HowcanIgetthere?InformationServiceC:It’sclosetoourhotel.S:Whereisthebusstop?C:It’sjustoppositethegateofourhotel.It’lltakeyouaboutonehourtogetthere.S:Onehour?That’stoolong.Whatabouttakingataxi?C:It’lltakeabouthalfanhour.S:Thankyouverymuchforyourinformation.C:You’rewelcome.Haveagoodtime.InformationService

It’sdangerous

to

be

close

to

awildanimal.靠近野生动物很危险。beclosetoInformationServiceC:It’sclosetoourhotel.S:Whereisthebusstop?C:It’sjustoppositethegateofourhotel.It’lltakeyouaboutonehourtogetthere.S:Onehour?That’stoolong.Whatabouttakingataxi?C:It’lltakeabouthalfanhour.S:Thankyouverymuchforyourinformation.C:You’rewelcome.Haveagoodtime.InformationServiceBusNo.6takesyoudirectlythere.

take动词，+冠词by介词，不+冠词take&by表示乘坐交通工具InformationService如：格林先生经常乘火车去上班。Mr.Greenoftengoestoworkbytrain.

或Mr.Greenoftentakesatraintowork.C:It’sclosetoourhotel.S:Whereisthebusstop?C:It’sjustoppositethegateofourhotel.It’lltakeyouaboutonehourtogetthere.S:Onehour?That’stoolong.Whatabouttakingataxi?C:It’lltakeabouthalfanhour.S:Thankyouverymuchforyourinformation.C:You’rewelcome.Haveagoodtime.InformationService

Ittakessbsometimetodosth.

某人花费多少时间做某事take表示花费时间InformationService如：Ittakesmehalfanhourtodomyhomeworkintheevening.晚上我要花半小时做作业。C:It’sclosetoourhotel.S:Whereisthebusstop?C:It’sjustoppositethegateofourhotel.It’lltakeyouaboutonehourtogetthere.S:Onehour?That’stoolong.Whatabouttakingataxi?C:It’lltakeabouthalfanhour.S:Thankyouverymuchforyourinformation.C:You’rewelcome.Haveagoodtime.InformationServiceBusNo.6takesyoudirectlythere.

Offerinformationexactly.

Keeppatientandpolite.Givereasonable

adviceandsupport.InformationService英语实训商务中心服务ServiceinBusinessCenter入住期间服务主讲人：程丽佳Service

inBusinessCenter1

SecretarialServiceConventionService2TicketsService3BusinessCenterClerk(C):Goodmorning,welcometobusinesscenter.HowmayIhelpyou,Mr.Wood?Mr.Wood(W):I’mleavingforBeijingthedayaftertomorrow.C:That’sNovember22nd,isn’tit?W:That’sright.C:Areyougoingtherebytrainorbyair?W:Bytrain.HowmanytrainsaretheretoBeijinginthemorning?C:Therearemorethantentrainsfrom7:00to12:00.IsuggestthatyoutaketrainG253,whichleavesat8:30a.m.andarrivesatBeijingat2:00p.m.W:Fine,I’lltakeitthen.Ineedtwotickets.Service

inBusinessCenterCouldyoubookticketsforme?

RoomServiceleavefor“前往某地”Whendoyou

leave

for

work?

你什么时候去上班？BusinessCenterClerk(C):Goodmorning,welcometobusinesscenter.HowmayIhelpyou,Mr.Wood?Mr.Wood(W):I’mleavingforBeijingthedayaftertomorrow.C:That’sNovember22nd,isn’tit?W:That’sright.C:Areyougoingtherebytrainorbyair?W:Bytrain.HowmanytrainsaretheretoBeijinginthemorning?C:Therearemorethantentrainsfrom7:00to12:00.IsuggestthatyoutaketrainG253,whichleavesat8:30a.m.andarrivesatBeijingat2:00p.m.W:Fine,I’lltakeitthen.Ineedtwotickets.Service

inBusinessCenterCouldyoubookticketsforme?

RoomService我要预订一个5人的餐位。I'llbookatableforfive.I'llreserveatableforfive.book=reserveBusinessCenterClerk(C):Goodmorning,welcometobusinesscenter.HowmayIhelpyou,Mr.Wood?Mr.Wood(W):I’mleavingforBeijingthedayaftertomorrow.C:That’sNovember22nd,isn’tit?W:That’sright.C:Areyougoingtherebytrainorbyair?W:Bytrain.HowmanytrainsaretheretoBeijinginthemorning?C:Therearemorethantentrainsfrom7:00to12:00.IsuggestthatyoutaketrainG253,whichleavesat8:30a.m.andarrivesatBeijingat2:00p.m.W:Fine,I’lltakeitthen.Ineedtwotickets.Service

inBusinessCenterCouldyoubookticketsforme?

RoomService“选中”I’lltaketheblackjacket.我要那件黑色夹克。takeC:OK,Mr.Wood.Whichclassofseatdoyouprefer?W:Ipreferfirstclass,please.C:OK,Mr.Wood.Wouldyoupleasefillinthisform?Pleasesignyournamehere.W:Allright.ShallIpaycashnow?C:Yes,pleasepay300yuaninadvance.W:Hereyouare.WhencanIgetthetickets?C:YoucangetthemonthemorningofNovember21st.W:Thankyou.Couldyousendtheticketstomyroomassoonaspossible?C:Noproblem,Mr.Wood.Wewillsendtheticketstoyourroom.W:It’sveryniceofyou.C:It’smypleasuretobeatyourservice.Service

inBusinessCenterService

inBusinessCenterSeatsonCRHtrainbusinessclassfirstclasssecondclassSeatsonplanebusinessclassfirstclasseconomyclassC:OK,Mr.Wood.Whichclassofseatdoyouprefer?W:Ipreferfirstclass,please.C:OK,Mr.Wood.Wouldyoupleasefillinthisform?Pleasesignyournamehere.W:Allright.ShallIpaycashnow?C:Yes,pleasepay300yuaninadvance.W:Hereyouare.WhencanIgetthetickets?C:YoucangetthemonthemorningofNovember21st.W:Thankyou.Couldyousendtheticketstomyroomassoonaspossible?C:Noproblem,Mr.Wood.Wewillsendtheticketstoyourroom.W:It’sveryniceofyou.C:It’smypleasuretobeatyourservice.Service

inBusinessCentersendI’dliketo

send

thisexpress,please.劳驾，我要寄快递。I’mtryingto

send

amessage.我正在发消息。C:OK,Mr.Wood.Whichclassofseatdoyouprefer?W:Ipreferfirstclass,please.C:OK,Mr.Wood.Wouldyoupleasefillinthisform?Pleasesignyournamehere.W:Allright.ShallIpaycashnow?C:Yes,pleasepay300yuaninadvance.W:Hereyouare.WhencanIgetthetickets?C:YoucangetthemonthemorningofNovember21st.W:Thankyou.Couldyousendtheticketstomyroomassoonaspossible?C:Noproblem,Mr.Wood.Wewillsendtheticketstoyourroom.W:It’sveryniceofyou.C:It’smypleasuretobeatyourservice.Service

inBusinessCenter

Stayuptodateonemergingtechnologies.

Givebusinesstravelersthechancetokickbackandrelax.Makebusinessguestsfeelvaluedthroughpersonalization.Service

inBusinessCenter英语实训客房点餐服务RoomService入住期间服务主讲人：程丽佳RoomServiceEasytoorder1Amenuthatcaterstocommondietaryrequirements2Deliveredpromptly3Servedatthecorrecttemperature4W:Sojustcircle“AmericanBreakfast”onthemenuandthenwriteyournameandroomnumberontheupperrighthandcornerofthemenu,togetherwiththetimewhenyouwantthebreakfastserved.R:OK,thanks.W:You’rewelcome.Ifyouhaveanyparticularrequirements,justputyourrequestintheremarkscolumn.Whenyouhavecompletedyourorder,pleasehangitonthedoorknoboutsideyourroom.Ourstaffwillcollectitduringthenight.R:Wonderful!SoIcanhavemybreakfastsenttomyroomtomorrowmorning.W:Definitelyyes,madam.Ifyouwantustoremovethetray,youcannotedownatimeonthemenutoo.R:Thankyouforyourhelp.W:Anytime.RoomServiceRoomServiceWaiter(W):Goodmorning,RoomService.MayIhelpyou?Mrs.Robert(R):Goodmorning.Canyoutellmehowtoaskforroomserviceplease?W:Certainly,madam.Weservebreakfast,allsortsofmeals,snacks,beveragesandfruit.Whatdoyouneed,madam?R:Iwanttohavebreakfastinmyroomtomorrowmorning.W:Noproblem.Thedoorknobmenushowsourselectionofbreakfasts.WehaveChinese,Continental,AmericanandEnglishbreakfasts.R:Ohgood.I’dliketheAmericanbreakfast.RoomService

Whatdoyouneed？你需要什么？RoomServiceneedAllyouneedbringaresheets.你需要带的就是床单。I’minneedofsomefreshair.我需要呼吸一点新鲜空气。RoomServiceWaiter(W):Goodmorning,RoomService.MayIhelpyou?Mrs.Robert(R):Goodmorning.Canyoutellmehowtoaskforroomserviceplease?W:Certainly,madam.Weservebreakfast,allsortsofmeals,snacks,beveragesandfruit.Whatdoyouneed,madam?R:Iwanttohavebreakfastinmyroomtomorrowmorning.W:Noproblem.Thedoorknobmenushowsourselectionofbreakfasts.WehaveChinese,Continental,AmericanandEnglishbreakfasts.R:Ohgood.I’dliketheAmericanbreakfast.RoomServiceRoomServiceContinentalbreakfastnocookedfoodlightercoldorroomtemperatureAmerican&Englishbreakfastcookedeggsandsomeformofmeatvariousbreadtypes,sides,anddrinkshigherincaloriesRoomServiceWaiter(W):Goodmorning,RoomService.MayIhelpyou?Mrs.Robert(R):Goodmorning.Canyoutellmehowtoaskforroomserviceplease?W:Certainly,madam.Weservebreakfast,allsortsofmeals,snacks,beveragesandfruit.Whatdoyouneed,madam?R:Iwanttohavebreakfastinmyroomtomorrowmorning.W:Noproblem.Thedoorknobmenushowsourselectionofbreakfasts.WehaveChinese,Continental,AmericanandEnglishbreakfasts.R:Ohgood.I’dliketheAmericanbreakfast.RoomServiceW:Sojustcircle“AmericanBreakfast”onthemenuandthenwriteyournameandroomnumberontheupperrighthandcornerofthemenu,togetherwiththetimewhenyouwantthebreakfastserved.R:OK,thanks.W:You’rewelcome.Ifyouhaveanyparticularrequirements,justputyourrequestintheremarkscolumn.Whenyouhavecompletedyourorder,pleasehangitonthedoorknoboutsideyourroom.Ourstaffwillcollectitduringthenight.R:Wonderful!SoIcanhavemybreakfastsenttomyroomtomorrowmorning.W:Definitelyyes,madam.Ifyouwantustoremovethetray,youcannotedownatimeonthemenutoo.R:Thankyouforyourhelp.W:Anytime.RoomService

Ihadmyteethfilledyesterdayafternoon.昨天下午我请人补了牙。wemusthavetheworkfinishedbyTuesday.我们必须在星期二以前完成此项工作。havesthdoneW:Sojustcircle“AmericanBreakfast”onthemenuandthenwriteyournameandroomnumberontheupperrighthandcornerofthemenu,togetherwiththetimewhenyouwantthebreakfastserved.R:OK,thanks.W:You’rewelcome.Ifyouhaveanyparticularrequirements,justputyourrequestintheremarkscolumn.Whenyouhavecompletedyourorder,pleasehangitonthedoorknoboutsideyourroom.Ourstaffwillcollectitduringthenight.R:Wonderful!SoIcanhavemybreakfastsenttomyroomtomorrowmorning.W:Definitelyyes,madam.Ifyouwantustoremovethetray,youcannotedownatimeonthemenutoo.R:Thankyouforyourhelp.W:Anytime.RoomService

Wherearetheyfrom?Whataretheirhobbies?

Whyaretheyvisiting?英语实训医疗服务MedicalService入住期间服务主讲人：程丽佳MedicalServiceDoctorConsultationWoundCareManagement

EmergencyMedicalService123Mrs.Smith(Mrs.):Excuseme,Miss.RoomAttendant(A):Yes.WhatcanIdoforyou,Mrs.Smith?Mrs.:Myhusbandslippedinthebathroomjustnow.Hisnoseisbleedingandhecan'tstandup.A:I'msorrytohearthat.Don'tworry,Mrs.Smith.Letmeseetoit...Mr.Smith,justleanonme.Letmehelpyoutobed.IguessI'llgivefir