《酒店英语》-1-7 Answering Guests Inquiries教学课件

学习任务:回答宾客咨询

Name:JudyJob:ConciergeResponsibility:

Toanswerguests’inquiriesandsatisfyguests’needs.ContentsLearningObjectives学习目标1WorkingProcedures工作程序2WorkingKnowledge工作知识3HotelTask酒店任务45WordsandExpressions6ActivityLearning

Objectives学习目标Afterfinishingthistask,youshouldbeableto:☆Offerinformationservice☆GivedirectionsWorkingProcedures

工作程序

Listencarefully仔细聆听Understandguests‘requests了解宾客需要Givearesponse作出回应Recommendhotelfacilities推荐酒店设施WorkingKnowledge

工作知识(1)1.Themainqualitiesofaconcierge□Patient□Sociable□Goodproblem-solvingskills□Goodcommunicationskills□KnowledgeableaboutsurroundingfacilitiesWorkingKnowledge

工作知识(2)2.SomeusefulphrasesusedingivingdirectionsGoupstairsTaketheliftTurnleftGostraightTaketheescalatorTurnrightWorkingKnowledge

工作知识(3)

3.SomeservicesthataconciergeshoulddoareasfollowingsAirportpick-upservice机场接送服务Callingataxifortheguest为客人叫出租车Arrangingthetourofthecity安排城市观光Ticketbookingservice订票服务HotelTask

酒店任务

SupposeyouareJudy,nowyou’rereadytoanswertheguest’sinquiries.Pleaseperformthetaskaccordingtothehintsbelowwithyourpartner.

角色A:你是Patrick先生，你来酒店参加会议，询问IBM公司会议在哪里举行。角色B:你是礼宾员Judy，你在为酒店宾客提供咨询服务。Wordstoknowrecommendvt.

推荐upstairs楼上straight直的left左边downstairs楼下lobbyn.

大堂right右边corridorn.走廊basementn.

地下室hold举行conference会议nextto紧邻attheendof在…的尽头hall礼堂,会堂;大厅multi-functional多功能的Guestinquiries宾客咨询

Usefulexpressions1.Givingdirections指引方向

(1)Thepublicphoneisbesidetheelevator.(2)Ifyoutakeataxi,itwilltakeyou15minutes.(3)Youmaygotherebytrain.Hereisthetimetable.(4)Walkdownthestreetandturnleftatthecorner.(5)Itisinconferenceroom4onthethirdfloor.Usefulexpressions2.Offeringservices提供服务

(1)Ourmeetingroomscanseatupto80people.(2)Wehaveallthelatestaudio-visualequipment.(3)Wehaveseveraldifferentarrangementswecanoffer.Activity

1.Herearetwocardswithinformationabouthotelroomsandfacilities.Workwithyourpartnerandpracticeaskingandansweringquestionsaccordingtothecards.下面是关于酒店房间和设施信息的两张小卡片。根据卡片的内容，与同伴操练问答练习。

InformationCard

PriceAvailableRoomsSingle$95.00604,605,708Double$125.00203,204,206Suite$150.00501PoolRestaurantsCheckoutLaundryService2ndfloor1stfloor3rdfloor10:00A.M.Yes1.Herearetwocardswithinformationabouthotelroomsandfacilities.Workwithyourpartnerandpracticeaskingandansweringquestionsaccordingtothecards.下面是关于酒店房间和设施信息的两张小卡片。根据卡片的内容，与同伴操练问答练习。QuestionCardRoomrate?Roomavailable?Roomfacilities?Checkouttime?Payment?Howmuch....Istherearoomavailable...Isthere.../Whatflooristhe...on/Whereisthe...locatedWhattime...Doyouaccept...card?Activity

2.Herearetwosituationsatthehotel.Thinkoutasolutiontotheproblemsdescribedinthesituations.以下是酒店内发生的情境。根据情境的描述，想想如何解决问题。SituationAYouwanttoconnectyourlaptoptotheinternetinyourroom.You’dliketogotobedandcheckyoure-mailsfromthere.SituationBYouwanttochangeroo