酒店实用英语unit9EmergencyService.ppt

1、Page 1,Sub-module 9: Emergency Service,Page 2,Professional Competence,Competence Objectives: how to give the best solution to the problem that the customer felt uncomfortable suddenly how to deal with the urgent problems such as damage problem how to find out it for the customer when he left his pri

2、vate thing in the room of the hotel after checking out,Page 3,Contents,Job Knowledge and Experience,Sample Cases,Technical Training,Introduction to Hotels,Page 4,When you provide the customers with the emergency service, you should draw the following points: 1. If the customer applies for the emerge

3、ncy service, such as illness emergency or damage emergency, at first you should make their specific requirements clearly; 2. Mind soothe plays an important role in the emergency service especially in illness emergency. You should have some effective ways to make the customers calm down and to tell t

4、hem not to be nervous and then to take some useful measures;,Job Knowledge and Experience,Page 5,Job Knowledge and Experience,3. The customer who has lost their personal items somewhere is requested to fill out a list, such as lost and found list, in order to find out the items for them; 4. An excel

5、lent receptionist and waiter must have a clear system in his mind so that he will take the necessary action when the hotel bursts into some emergencies, such as fire alarm.,Page 6,Sample Cases,Case 1: 1. Please lie down and remain still, Miss Cabell. I will go there as soon as possible. Please hold

6、the line. 坎贝尔小姐，请躺着别动。我马上打电话求助，请别挂电话。 2. Im so sorry to hear that. You really look so pale. 我感到很难过。您看起来很苍白。 3. Would you like me to call an emergency doctor for you? 要我帮您去叫个医生吗？ 4. Its against our hotels regulations. I think its better to accompany you to the clinic. 这违反了我们酒店的规定。我认为最好还是陪您到诊所去看看。 5.

7、If anything gets more serious, please do not hesitate to let me know. 如果严重的话，请尽快让我知道。,Page 7,Sample Cases,Case 2: 1. Dont worry. Ill send a cleaner to clean up the mess. 别担心。我叫一个清洁工打扫一下。 2. I will call you in five minutes to let you know the cost. Is anything else broken? 我会五分钟之内给您打电话，告诉您费用。其他的东西有损坏

8、吗？ 3. Ive brought your gauze bandage and some Chinese traditional medicine, that is, Yunnan White Medicine. 我给您拿来了一些创可贴和中式药，比如，云南白药。,Page 8,Sample Cases,Case 3: 1. Ive just checked out but I found my passport disappeared. So I think I must have left my passport in my room. 我刚刚结完帐，但我发现我的护照不见了。所以我认为我一

9、定 是把它落在了我的房间里。 2. Could you fill out this request slip, please? 请您填写一下这张申请单好吗？ 3. Glad you find it, please keep your items carefully next time. 很高兴您找到了。下次请保管好您的物品。 4. We have checked our lost and found list, but Im afraid your necklace did not appear on it. 我们已查过失物招领单，但是您的项链没有记录在内。,Page 9,Technical

10、Training,I. Role Play,Mr. and Mrs. Nelson are going out for dinner tonight for the invitation of the old friends. They gave a call to the front desk to ask for a baby-sitting service. The receptionist took a note that doesnt give the children sweets after 8 oclock and then they will be picked up at

11、9:30.,Page 10,Technical Training,II. Writing Practice Mr. Bennett called to the front desk to give them a complaint that his room is too noisy but he is going to have a meeting next morning. He was asked to write a memo about it. The memo should including the following tips: the room numbers the rea

12、son for the complaint,Page 11,Introduction to Hotels,Aman at Summer Palace, Beijing,Page 12,Introduction to Hotels,Inhabiting a series of historic dwellings just steps from one of Chinas most iconic sites is Aman at Summer Palace, Beijing. A sanctuary of peace where a sense of balance and tranquilit

13、y pervades throughout, Aman at Summer Palace, Beijing opens its doors to Chinas regal past and captures the essence of the Ming Dynastys elegant aesthetic. Beijing has seen dynasties and revolutions come and go and today remains one of the worlds most remarkable cities, offering visitors a kaleidosc

14、ope of Old and New China. Aman at Summer Palace, Beijing is the ideal portal through which to experience this multi-faceted city, and within the resorts walls a mysterious sense of peeking through the veil of time to the romance of another era lingers on.,Page 13,Introduction to Hotels,An urban retr

15、eat just steps from the East Gate of Beijings iconic garden estate, the Summer Palace, this Aman allows guests to explore the citys wealth of diversions and historic sites from an elegant base that embraces the style of a bygone era. A series of courtyards extend beyond the Arrival Pavilion and hous

16、e various facilities and accommodation. The Lounge in the first courtyard offers relaxed dining. The Cultural Pavilion is a quiet sanctuary where a Chinese calligrapher regularly demonstrates this ancient skill. The Boutique features unique artifacts and textiles.,Page 14,Introduction to Hotels,Suit

17、es surround an internal courtyard crisscrossed by pathways and shaded by bamboo and indigenous trees. There are eight Guestrooms, 10 Courtyard Guestrooms, 25 Suites and seven Courtyard Suites. The Imperial Suite (main photo) comprises three separate pavilions: the bedroom pavilion, the living/study

18、pavilion and the formal pavilion which has a boardroom seating up to 18 guests. Aesthetics of the Imperial Suite are mirrored throughout the resorts accommodations. High ceilings reveal original wooden beams, and blinds and screens combine with Ming Dynasty inspired furniture to create a sense of timeless elegance.,Page 15,Introduction to Hotels,The Aman Spas entrance is a sanctuary of peace. The Gym features Techno gym equipment (including Kinesis), with fitness consultants on hand to offer personal training