《現(xiàn)代酒店服務(wù)英語》chapter9 商務(wù)中心服務(wù)

清華大學(xué)出版社現(xiàn)代酒店服務(wù)英語ServiceEnglishinModernHotelChapterNineBusinessCenterService（I）商務(wù)中心服務(wù)（一）

ServicePosition服務(wù)崗位TheBusinessCenterisasectionwhichprovidesconvenientservicesforthebusinessguestsinthehotel.

interpreterarrangement安排翻譯人員sendingfax發(fā)傳真receivingfax收傳真air-ticketbooking機(jī)票預(yù)訂trainticketbookingoffice火車票預(yù)訂處entrustedservices委托代辦服務(wù)equipmentonrent出租設(shè)備expressmail郵政快件expressmailservice(EMS)快遞服務(wù)packingasouvenir包裝禮品KeyWordsandExpressionsSkillsandAttainments服務(wù)技能與素養(yǎng)單元22文秘服務(wù)UnitTwenty-twoSecretarialServices

ProcedureofService服務(wù)流程Greetthearrivingguestsinawarmandpolitemanner.Offerawiderangeofchoiceofbusinessservicesandequipments.Askfortherequirementsoftheguest.Recordtheguest’sdemandaccuratelyandmakeconfirmation.

ProcedureofService服務(wù)流程Replytheguest’squestionsandexplaintherelevantitems.Explaintheservicechargeandunderstandthewayofpayment.Confirmtheguest’snameandtheroomnumberinthecomputer.Keeptightcontactwiththeguest.Fillintherelevantformsandputtheminafile.

ServiceConversation41

HavingtheMeetingMaterialCopied

PracticeAnswerthequestionsaccordingtotheserviceconversation.1.HowmanycopiesdoesMs.Johnsonliketohavethematerialcopied?Andwhatsizewouldsheliketohaveforthecopies？2.Whataboutthecharge?3.Whatwaywouldsheliketopay?

ServiceConversation42TypingoftheMaterial

Answerthequestionsaccordingtotheserviceconversation.1.Whatdoestheguestwanttodo?2.Whendoestheguestwanthistypedmaterials?3.Whatspecialdemandsdoestheguestsay?Practice

size（n.）字號duplicate（adj.）復(fù)印的；一對的induplicate一式兩份KeyWordsandExpressions

Whencopyingthematerial，thestaffshouldcounttheamountofpagesandselectpropersizeofpaperinordertoensuretheeffectandqualityofthecopiedmaterials.Thestaffmusttypethematerialfastandaccuratelywithoutevidentgrammarandwordmistakes.PointsofServicePerformance服務(wù)演練要點(diǎn)

PerformanceforService模擬演練TaskA

GuestCardGuestname:JohnSmithRoomnumber:Room1316Requirement:typethematerialforhimCharge:8yuanperpageWaysofpayment：gowithhisroomchargeSpecialrequest:sendthemtothemeetingroomdirectly;staplethemsuitablyPerformanceinpairsaccordingtothefollowingtwocards.

PerformanceforService模擬演練EmployeeCard

KnowthenameoftheguestKnowthenumberofroomAnyspecialrequest

PerformanceforService模擬演練TaskBAhotelguestcomestotheBusinessCenterforcopyingsomemeetingmaterialforhiscompany.NowheistalkingtotheemployeeattheBusinessCenteraskingthestafftosendthematerialstothemeetingroomasquicklyaspossible.Andtheguestasksthestafftobindthepagesinavolumeintheend.Theguest’stelephonenumberis010—86****69.

UnitTwenty-threeFaxSendingandReceiving單元23收發(fā)傳真服務(wù)

ProcedureofService服務(wù)流程Greettheguestandunderstandtheguest’sneedsinapoliteway.Examinetheworkingconditionofthefacsimilemachine.Makecleartheforwardingnumberofthereceiverwhensendingafax.Makesuretheamountofpagesandtheeffectbeforebindinginavolumewhenreceivingafax,andthendeliverittotheguestassoonaspossible.Fillinrelevantformsandmakerecords.Accountchargesaccordingtothehotelregulations.Makeclearthewayofpaymentoftheguest.Putthematerialsinfileandmakearecord.

ServiceConversation43ReceivingaFax

1.WhoisMissZhang?2.Forwhomisthefaxsentto?3.WhichroomdoesMr.Smithlivein?Answerthequestionsaccordingtotheserviceconversation:Practice

ServiceConversation44SendingaFax

1.Whatisthefaxnumber？2.Howmuchdoesitcostforthefax?3.Whatwaywouldtheguestliketopay?PracticeAnswerthequestionsaccordingtotheserviceconversation.

KeyWordsandExpressionsSendingFax發(fā)傳真ReceivingFax收傳真Facsimilemachine傳真機(jī)FaxNo.傳真號碼manuscript（n.）底稿

Writetheroomnumberandnameoftheguestonanenvelope，andnotifyamaidoraconciergetohanditovertotheguestatonce.Whenreceivingafax，examinetheeffect，makesuretheamountofpages，andbindinavolume.Andthenputitintoaspecialenvelope.Whenyouprovideafax-sendingserviceforaguest，youneedtowritedownthefaxnumbercorrectly，countthepagesandputtheminorder，thenstarttorunthemachine.Confirmwiththereceiveraftersending.Keepsecret.Donottellthecontentoffaxtoanypersonwhohasnothingtodowithit.PointsofServicePerformance服務(wù)演練要點(diǎn)

PerformanceforService模擬演練TaskAGuestCardGuestname:RobertSmithRoomnumber:Room1786Request:sendafaxtohisheadquartersWaysofpaying:countintheroomFaxnumber:010-69****00Performanceinpairsaccordingtothefollowingtwocards.

PerformanceforService模擬演練EmployeeCardKnowthepurposeoftheguestFaxnumberExplainthec