飯店英語unit06

1、Hotel English,Unit Six,Guiding Guests to Their Rooms,I Discovering Language,Im sorry .,Which sound?,/k/ or /g/?,Guiding Guests to Their Rooms,發(fā)音方法,I. Discovering Language Which sound can you hear? tag ,tack; back, bag; in cage, engage; Kate, gate,/k/,or,/g/,Read the sentences slowly, and try to dist

2、inguish the above consonant from on another. (1) Put the sale tags on all coats and dresses. (2) There is a name tag on the bag. (3) It was a brave decision to change the tack in the middle of the project. (4) The carpet was tacked to the floor.,發(fā)音方法,(5) Whats that on your back? Its my schoolbag. (6

3、) Today John will be engaged to Mary. So before he leaves his home, he locks the bird in cage. (7)Anyone has seen Kate? Yeah, she is outside the gate.,/k/,or,/g/,II Introduction,Introduction,Guiding Guests to Their Rooms,Word Reference:,concierge service 禮賓服務(wù) hinge on 以.為準繩 principle 準則，操守，規(guī)范 run er

4、rands 跑腿，供差遣 skipper 逃帳者 good-will ambassador親善大使 escort陪同 lift 舉起 baggage rack行李架,Concierge service is a common practice throughout the hotel world. It is an integral part of the registration and assignment process. Concierge service hinges on a very basic principle: making every guest feel that he

5、 or she is the most important person in the world, and dealing with any request a guest may have, no matter how strange it is.,Introduction,In some large hotels, the concierge service is a fully staffed department of the room division. Its role is particularly important in todays age of automation.

6、As many services become computerized and standardized, concierge service often provides the special attention a guest would not otherwise receive. To meet this goal, hotels place a concierge desk in a prominent location in the hotel lobby.,The basic duties of the concierge staff are to do the bell s

7、ervice and to attend to guests needs which are not provided normally by the hotel. They are in a position to carry the hotels message to the guest and the guests reaction to the management. They act as hosts to arriving guests and as sales representatives for the hotel.,They serve guests in the room

8、, the lobby, and other public areas, run on errands, and assist at departure. They act as the eyes and ears of the security department, watch for skippers, and make inspections as they charge their rooms. They act as good-will ambassadors to escort guests both from home and abroad.,The bell service

9、attends the guest from the door attendants first greeting, to the final room destination, accompanied by the bellman. In the performance of their duties, service personnel have an extraordinary opportunity to sell the facilities of the hotel and to portray its characters.,On the arrival of the guest

10、, the bellman carries in his or her baggage from the car. The baggage stays on the lobby floor until the guest finishes registering. With the room card at hand, the bellman escorts the guest with his or her baggage to the room.,Once inside the room, the bellman performs the inspection function. If e

11、verything is OK, he should get out of the room and give the room card back to the guest. Some other things are also necessary for the bell man to do before the guest enjoy his/her room. First, he hangs the guests loose clothing and lifts the baggage onto the baggage rack or bed. Lights and other fac

12、ilities are checked and the room is inspected for cleanliness.,Special features of the hotel are explainedthe spa or the operation hours of room service, for example. Self-service items are pointed out: mini-bar or the in-room safe, for example. Unless there is a special request for service, the bel

13、lman leaves the key and the room card to the guest. Before leaving, there may be a final selling for a particular dining room or lounge and a final “Good day”.,Besides the bell service, concierge staff must be knowledgeable about the surrounding community, as well as about the hotel. If they do not

14、know something, then they must be resourceful in finding the answer. Typically, concierge staff can provide directions and information on local attractions and facilities as well as arrange for airplane and theater tickets. They might also be asked to arrange for car rentals or taxi orders.,III Lead

15、-in Activities,Do you know?,Let me explain it to you,Guiding Guests to Their Rooms,Can you give the answers to them ?,1. What is the basic principle of the concierge service? 2. Why concierge service is particularly important in todays age of automation ? 3. What kinds of things should a concierge t

16、eam member know besides the bell service? 4. Have you ever seen a doorman or a bellman? What do you think about their service? 5. What kind of luggage would you choose if you want to make a trip?,Class activity,team work,IV Topic extension,Words and Expressions,Listen to the following dialogues.,Gui

17、ding Guests to Their Rooms,Words and expressions,Lafite 拉菲（頂級紅酒的一種，產(chǎn)于法國，被稱為紅酒中的皇后） bellman n. (為旅客搬運行李的)服務(wù)生 Bell Captain n. 服務(wù)生領(lǐng)班 fragile adj. 易碎的 leather n. 皮革, 皮革制品 elevator n. 電梯 inconvenience n. 不方便之處 closet n. 壁櫥 French door 落地窗/門 mini-bar n. 小冰柜 accommodation n. 住宿 Premier room 貴賓房 panoramic a

18、dj. 全景的 brochure n. 小冊子 enchanted adj. 陶醉的，入迷的 slippery adj. 光滑的 china n. 瓷器 tea set 茶具,Dialogue I,B: Good Afternoon, madam. Ill show you to your room. You have three suitcases and one bag. Is that right? G: Yes, thats right. B: Is there anything valuable or fragile in the bag?,IV Topic Extension,Gu

19、iding the guest to his/her room with the luggage,B = Bellman G = Guest,G: En, yes. Theres a bottle of Lafite in it. B: Could you carry this bag, madam? Im afraid the contents might break. G: OK. B: Thank you, madam. May I have your room card, please? G: Yes. Here you are. B: Thank you, madam. Your r

20、oom is on the 6th Floor. Please come this way.,IV Topic Extension,(To the elevator) B: Here are the elevators. G: I see. B: The two elevators on the left are the express ones to the 16th Floor and above, the middle one goes to every floor, while the two elevators on the right only go up to the 15th

21、Floor, with stops at every floor. Your room is on the 6th Floor. Please take any one on your right. Ill be after you, madam. G: Thank you.,IV Topic Extension,(On the 6th Floor) B: This is your room. (Presses the card to unlock the door and switches on the light.) B: Please, Ill be after you, madam.

22、May I put your suitcases here? G: Sure. Anywhere is all right. B: Here is your room card. Is this all of your luggage?,IV Topic Extension,G: Let me see. Yes, thats all. B: May I hang your coat in the closet, madam? G: Ah, OK. Please do! B: Shall I open the curtains for you? G: No, thank you. Leave i

23、t there. B: Enjoy your stay in Pudong Shangri-La, madam.,IV Topic Extension,Dialogue II,IV Topic Extension,Introducing the hotel to the guest,B: (Unlocks the door) Here we are. G: Great! I like the French door. It makes the room so bright. B: Im glad you like it. This room has a telephone, a color T

24、V set, an indoor movie, a web link, an air conditioner, a mini-bar and local newspapers. G: Thats great. Could you tell me something about your hotel?,B = Bellman G = Guest,IV Topic Extension,B: Certainly. Our hotel has a total of 950 rooms of incomparable accommodations. The hotels Premier rooms, h

25、ere, at 54 square meters, are the most spacious guestrooms in Shanghai, with panoramic, floor-to-ceiling views of the historic Bund as you can see. G: How about the restaurants? B: We have three spacious Chinese restaurants, a deluxe western style restaurant, a snack gallery, large and small banquet

26、 halls, a bar and a 24-hour caf. G: Sounds great. Have you got a swimming pool?,IV Topic Extension,B: Yes. Its on the first floor. And we also have a bowling room, a health club and Chi, the Spa at Shangri-La. G: Well, Id like to have a brochure of your hotel, where could I get one? B: You can get i

27、t from the Front Desk. If you need something else, please call up the Guest Service Center. The telephone directory is on the right table beside the phone. G: Thanks a lot. B: Youre welcome. Enjoy your stay with us. We are always at your service.,Dialogue III,IV Topic Extension,Helping the guest wit

28、h heavy shopping bags,B: May I help you with your bags, madam? G: Yes, please. What an irresistible sale! B: You are right, madam. It is the best time to visit Shanghai. But today is a rainy day and the floor is slippery, so please take care. G: Thank you for reminding me. Ive just bought a piece of

29、 fragile china.,(A guest comes back with some heavy shopping bags.) B = Bellman G = Guest,IV Topic Extension,B: China is usually chosen as a gift for friends by many guests, especially vases and tea sets. G: You are right. This is such a beautiful vase that I was enchanted at the first sight. B: Do

30、you need an extra wrapping? G: No, thanks. I think its good enough.,V Oral Time,Translate the following sentences, please.,Act it out,Complete the dialogue.,Guiding Guests to Their Rooms,Situation A: A guest of Room 1306 in Pudong Shangri-La Hotel is going to check out soon, so he calls the Bell Cap

31、tains Desk and asks someone to pick up his luggage.,Act it out,Situation B: A bellman sent the luggage to a room, only to find a suitcase was missing. The Bell Captain helps to find the lost luggage.,Act it out,B: Good morning, sir. May I take _? G: All right. Thank you very much. B: _, sir. May I h

32、ave your room card? G: Certainly. _. B: Thank you, sir. Your room is on the 20th floor. Please _. (Open the door) B: Here is your room, sir. _. G: Thank you. Oh, what a large room! So nice! B: _ you like it. All the rooms in our hotel _ in size, and rooms on this side have a good view of the histori

33、c Bund. G: Yes. The view is wonderful. Is this the brochure of your hotel? B: Yes, it is. You can get a general idea of the _ and facilities in our hotel from it. G: I see. Thank you. B: Youre welcome. _.,Complete the dialogue,Mini-Dialogue Check up,B: Good morning, sir. May I take your luggage? G:

34、All right. Thank you very much. B: Youre welcome, sir. May I have your room card? G: Certainly. Here you are. B: Thank you, sir. Your room is on the 20th floor. Please follow me. (Open the door) B: Here is your room, sir. After you. G: Thank you. Oh, what a large room! So nice! B: Im glad you like it. All the rooms in our hotel are large in size, and rooms on this side have a g