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课件网) 酒店英语实训教程 Chapter 1 Front Office Department 前厅部 Unit 1 Concierge Service 门房服务 Training Objectives实训目标 After learning this unit, students will be able to: 1. Introduce services provided by concierge center. 2. Offer excellent & efficient service to customers. 3. Understand the exact procedures. 4. Solve problems that may occur in a day to day concierge operation. Working Procedures工作程序 Greeting Guests → Offering Assistance → Keeping Luggage for Guests → Accompanying Guests to the Front Desk → Delivering Luggage to Guests’ Room Useful Words and Expressions 1. limousine 豪华轿车 2. limousine service 机场接送服务 3. luggage tag 行李牌 4. itinerary 路线 5. historical interest 名胜古迹 Useful Sentences Bellboy Customer Greetings 1. Good morning/Good afternoon/Good evening. 2. Did you have a pleasant flight 1. Good morning. I have a room reservation in your hotel. 2. Wonderful. Offering Services 1. Let me assist you with your luggage, sir. 2. How may I assist you 3. May I have your name, please 4. May I help you with your luggage 5. Is there anything else I can do for you 6. The Front Desk is over there. 7. I hope you have a pleasant stay with us. 1. That would be nice. 2. Thank you very much. Section B Handling Complaints/Case Discussion 投诉处理/案例讨论 There is something wrong with the swimming pool at the hotel. A French guest complains about it because he likes swimming. The next day, he calls the concierge and tells him he wants to swim and asks for a taxi in 20 minutes. But the taxi doesn’t come in time. He calls again and loses his temper. Five minutes later, the taxi comes to the front gate. The concierge politely tells the guest that he should pay the taxi driver 90 yuan as it arrives. However, the guest thinks that the hotel must pay for it. If you were the concierge, how would you handle the situation Section C Practical Tips小贴士 Tips for Concierge 1. Pay attention to vehicle parking. Don’t let the cars block the driveway. 2. Try your best to address guests by their names. 3. Open the door with left hand; cover the top of the vehicle with right hand (except people from Thailand). 4. For elderly or disabled guests, open the door and support them to get out of the vehicle. 5. Use the trolley when there are more than two pieces of luggage. 6. Unload luggage piece by piece and be very careful with them. 7. Don’t ask for cash or tips from the guests. 8. Guests with bags should be offered assistance immediately. Section E Summary总结 In this unit, we have learned how to offer assistance when the guest arrives at the hotel. We also have learned the etiquette for the concierge. As a bellboy, he/she should always keep eye contact, speak with a warm smile, be polite, patient, eloquent, knowledgeable and professional. Unit 2 Information Service 问询服务 Training Objectives实训目标 After learning this unit, students will be able to: 1. Give information to t ... ...
