酒店英語(yǔ)Unit 6 Telephone Desk Service

1、Unit 6 Telephone Desk ServiceLearning objectivesHow to operate outgoing calls the calls that go outHow to operate incoming calls the calls that come in1.Working procedure Refer to p77 Review and answer questions2.Useful skills Be clear about the guests request as to calling through the operator or d

2、irectly from the room When connecting an incoming collect call from overseas, remember to inform the guest first and then confirm whether he would like to answer or not Refer to p80.81.3.Useful sentences(注注:表示此話為客戶所說(shuō)表示此話為客戶所說(shuō))I 電話用語(yǔ)電話用語(yǔ)天天大酒店,前廳 您找誰(shuí)?Tiantian Hotel, Front Desk. Can I help you?對(duì)不起,我撥錯(cuò)號(hào)

3、了 Sorry, Ive dialed the wrong number. 能和你們總經(jīng)理說(shuō)話嗎? May I speak to your General Manager?我就是Speaking.對(duì)不起,他現(xiàn)在不在Sorry. He is not in at the moment.您要留口信嗎?Would you like to leave a message?對(duì)不起,請(qǐng)?jiān)僬f(shuō)一遍好嗎?Pardon?對(duì)不起,請(qǐng)?jiān)僬f(shuō)一遍好嗎? I beg your pardon.3.Useful sentences 面對(duì)客人的疑問,不要只是一味地傻笑,或是一直說(shuō)Yes, Yes 如果聽不懂時(shí),要向客人提出疑問,或

4、是先向?qū)Ψ秸f(shuō)“Just a moment, please.”然后請(qǐng)求他人協(xié)助對(duì)不起?Pardon?對(duì)不起?Pardon me?對(duì)不起,請(qǐng)?jiān)僬f(shuō)一遍好嗎?I beg your pardon.請(qǐng)您重復(fù)一遍好嗎?Could you repeat that, please?若是不敢肯定對(duì)方所說(shuō)的部分內(nèi)容時(shí),可以將不明白的部分重復(fù)一遍,如:不好意思,先生,您是說(shuō)您丟了房間的鑰匙?Excuse me, sir. Do you mean you lost your room key?3.Useful sentences Refer to p79-80Homework Finish exercises on p80-81Task AGuest: Mike Smith To make a long distance call to his friend in GuangzhouAsk the operator for helpOperator:Sheraton Hotel in XiamenTask BMR Wang calls the operator of holiday hotel to speak with Mr. Huber in Room 401. the operator should deal with