《現(xiàn)代酒店服務(wù)英語》Chapter5 總機(jī)服務(wù)

清華大學(xué)出版社現(xiàn)代酒店服務(wù)英語ServiceEnglishinModernHotelChapterFiveTelephoneDeskService總機(jī)服務(wù)

ServicePosition服務(wù)崗位Switchboardplaysanimportantroleinthewholehotel.Ithandlestelephonetrafficforguestsandtherestoftheoperation.

switchboard（n.）電話總機(jī)handle（v.）應(yīng)付，處理impression（n.）印象response（n.）回答，應(yīng)對appropriate（adj.）適當(dāng)?shù)?，適合的essential（adj.）

極為重要的inquiry（n.）

詢問，查問page（v.）（在旅館等用廣播）呼叫找人responsive（adj.）有回應(yīng)的courteously（adv.）有禮貌的slang（n.）俚語handset（n.）話筒representative（n.）代表demonstrate（v.）展示，示范KeyWordsandExpressionsSkillsandAttainments服務(wù)技能與素養(yǎng)UnitTenTelephoneOperator單元10轉(zhuǎn)接電話

ProcedureofService服務(wù)流程Gettoknowwhatkindofthecallthattheguestwantstomake.Explaintotheguestindetailhowtodialitiftheguestwantstocalldirectlyfromhisroom.Placethecallfortheguestafteryouhavegotthefollowinginformation:Telltheguestwhetherthelineisbusyorfree.

ServiceConversation19OutgoingCalls

1.Ifyouareanoperatorinahotel,howcanyoutelltheguestthewaytomakeaninternationalcall?2.Whatkindsofcallsarementionedinthisconversation?3.WhydoestheoperatoradvisetheguesttouseIDDandDDDservicesinsteadofgoingthroughtheoperator？PracticeAnswerthequestionsaccordingtotheserviceconversation.

ServiceConversation20

IncomingCalls

putsb.

through幫某人接通電話bebusy(engaged)電話占線callback回?fù)芑蛑卮騢oldon,holdtheline請不要掛斷，稍候goahead（接通后）請講KeyWordsandExpressions

Ifaguestwantstomakealongdistancecallinthehotel，hecaneithercalldirectlyfromhisroomorgothroughtheoperator.Callingdirectlyischeaperthanthelatterone,sotheoperatorshouldgetclearabouttheguest’srequestwhenansweringhisphones.Whentheoperatorisconnectinganincomingcollectcallfromoverseas，besuretoinformtheguestfirstandthenconfirmwhetherhewouldliketoanswerornot.PointsofServicePerformance服務(wù)演練要點

PerformanceforService模擬演練TaskAMikeSmithwantstomakealongdistancecalltohisfriendinGuangzhou,soheasksthehoteloperatorforhelp.Theoperatorexplainstohimindetailhowtocalldirectlyfromhisroom.

PerformanceforService模擬演練TaskBMr.WangcallsswitchboardoperatoroftheHolidayHoteltospeakwithMr.HubertinRoom401.Theoperatorshoulddealwithtwosituations.(1)Thelineisbusy.(2)Thisincomingcallisconnectedwell.UnitElevenOtherServices單元11其他服務(wù)

ProcedureofService服務(wù)流程ThemorningcallFindoutwhattheguest’srequestis.Askwhatkindofwake-upcalltheguestwants.Giveinstructionsiftheguestistousecomputerwake-upservice.Confirmthetime,theguest’snameandtheroomnumberiftheguestprefersoperatorwake-upservice.Expressyourwishes.

ProcedureofService服務(wù)流程LeavingthemessagePutthecallerthroughtotheguesttowhomthecallerwantstospeak.Makesurenobodyanswersthephone.Askthecallerifhewantstoleaveamessage.Ifthecallerwouldlike,pleaseconfirmthefollowinginformation:thecaller’sname,address,telephonenumberandmessage.Promisethecallertotakethemessageassoonaspossible.

ServiceConversation21

TheWake-upCall

1.Whatkindsofthemorningcallservicearementionedinthisconversation?2.Howcanaguestusethecomputerwake-upservice?3.Doestheoperatorneedtorecordthetimeandtheguest’sroomnumber?Answerthequestionsaccordingtotheserviceconversation.Practice

ServiceConversation22

LeavingtheMessage

Answerthequestionsaccordingtotheserviceconversation.1.ForwhomdoesTomMileswanttoleaveamessage?2.Inthisconversation,whatinformationhastheoperatorgotfromthecaller?3.What’sthemessagethatTomMileshasleft?Practice

Foracompletetelephonemessage，thefollowinginformationshouldberecorded:Nameofthepersoncalledandhisroomnumber.Nameofthecaller，andcompany.Thecaller’stelephonenumberincludingextension.Thecaller’scity.Themessage.Theactionrequestedandpromised.Thedateandtimeofthecall.PointsofServicePerformance服務(wù)演練要點

PerformanceforService模擬演練TaskAGuestCardName:BillieBrandyRoomnumber:Room1523Request:amorningcallat7:15Arrangement:attendanimportantmeetingat8:00

Performanceinpairsaccordingtothefollowingtwocards.

PerformanceforService模擬演練OperatorCardSuggestion:Usetheoperatorwake-upserviceConfirmthetimeRecordtheguest’snameandroomnumber

PerformanceforService模擬演練TaskBTomMileswantstospeaktoMrs.Cheni