國際接待與應(yīng)用英語FrontDesk

Frontdeskprovidesguestwithwarmandcaringservicethatmeetsguest’severyneedandexceedstheirexpectationsfromthemomenttheycontactreservationtillcheckout.Frontdeskiscrucialtodeliveringthekindofservicethatfulfillshotelpromiseandmaintaininghotelreputation.UnitThreeConciergeService

LearningObjectivesPositionDescriptionDiscussionTaskList

01020304

LearningGuideList05USEFULSENTENCESDialogueExercise&Practice06070809Evaluation10Skills&SupplementKnowledgeIdeologicalandPoliticalElementVOCABULARYLearningObjectives01KnowledgeObjectives:Makestudentmastervocabularyandphrasesrelatedtoconciergeservice.Makestudentmastersomeusefulsentencesanddialogueofconciergeservice.Makestudentmasterthedutiesandproceduresofconciergeservice.LearningObjectives01CompetenceObjectives:Fosterstudent’sabilityofairportpick-upservice.Fosterstudent’sabilityofassistingguestwhilecheck-inandshowguesttotheirroom.Fosterstudent’sabilityofbookingaconcertticket.Fosterstudent’sabilityoffillingintheBaggageDepositForm&Card.LearningObjectives01AffectiveObjectives:Trainstudent’sabilityofcommunicationandcooperation.Makestudentmorequalifiedandprofessionalintheirfieldthroughleaningandpractice.Fosterthespiritofcraftsmanship.LearningObjectives01Emphasis:Thedifferenceofconciergeandbellman.Workingprocedureofconcierge.Makedialogandrole-play.LearningObjectives01Difficultpoints:ProvidingvariousserviceaccordingtoworkingprocedureandstandardinEnglish.Howtopickupaguestinthesimulationscenario.Howtoassistaguestwithluggage.Howtofulfilguestdemands,suchasbookingaconcertticket,storingguest’sluggage,arrangingtransportation,andsoforth.LearningObjectives01PositionDescription02ConciergeTheConciergeofferscomprehensiveservices-on-demandforHotelsandtheirguests.Mostofusarefamiliarwiththeservicesofaconciergeatfinehotels.Theyaretheinexhaustibleresourceforeverythingyoucouldpossiblyneedtoknowaboutthetownyou'revisiting.Knowingthebestplacestodine,thebestseatingineachtheaterproductionandthebestattractionsavailable,up-fronttheaterticketsaswellaspopularconcertticketscanbepurchasedwithoutexorbitantbrokerfees,gettingareservationatatoprestaurantisapieceofcake...etc.Here'sjustasamplingoftheservicesavailabletoguests:concertticketseventplanningtravelarrangementsflowers,giftbasketordersbabysittinglimousinereservationsmap&directionservicespersonalchef/trainerspersonalizedshoppingphotography&videoreferralrelocationassistancesalon&SPAappointmentsportingeventticketstourreferral/arrangementsup-fronttheaterticketsBellmanConciergeworkstogetherwiththebellmanunderthedirectionofFrontDeskmanagerorGuestServicemanager.ConciergestationsareusuallylocatedneartheFrontDesk,whilebellmanoftenstandoutsidethehotelorinthelobby.Bellmanoftenservesasatypeofconcierge,orinmanycasestheFrontDeskmayalsotakeuptheirduties.Thedutiesofthebellmanincludingasfollows:greetingpickuptheguestattheairportcarrybaggageguidegueststoaroomdemonstratetheoperationsandfeaturesoftheroomfacilitiesintroducethefacilitiesandservicesprovidedbythehoteldeliveritemssuchasflowers,sundries,messagestoguestroomsuponrequestprovideinformationoflocalareaattractionsandeventsloadtheluggagewhenaguestwantstoleave

well-wishing

Bellman’sworkingprocedure:GreetingUnloadingguest’sbaggageandcheckingthenumberofthebaggage.Leadingtheguesttothereceptiondeskandwaitingforhis/herregistration.Takingtheguesttotheroom.Knockingatthedoor,thenstepin.Introducingthefacilities.Farewelltoguest.Discussion031.What’sthedifferencebetweenconciergeandbellman?2.Whatarethedutiesofabellman?TaskList04PurposeMeetingandanticipatingguest’sdiversedemandsSituationGuestrequesttransportationorpickupMaterialsShuttlebus/limousineActionsCleanthevehicle,Pickuptheguest,drivetheguestValetOfferassistanceopeningcardoors/withluggage/openinghotelentrancedoorEscortguesttoFrontDesk/RoomPlaceluggageonrackOfferroomandhotelorientationCollecttheluggageRetrievestoredluggageReferringguesttorelateddepartmentsMakereservationsforguestAssistwithtransportationThanktheguestforstayingStandardsGuestwelcomedtothehotelusinghotelnameandguestifpossibleSmile,eyecontactandgreetguestinawarmandfriendlymannerKnockthreetimesonthedoor,announce“Bellman”,countto3waitingforguesttoreply.Repeatifnoanswer.AlwaysconfirmnumberifluggagepiecesHavebrochures/information/accesstotaxiDelivermessagesanditemswithin15minutesBeknowledgeableaboutlocalplacesTaskAirportpick-upserviceAssistguestwhilecheck-inandshowguesttotheirroomBookingaconcertticketHowtofillintheBaggageDepositForm&CardProvidinginformationLearningGuideList05TopicCheckinObjective/ChecklistVocabularyandphrases:9Sentences:26Dialogues:3Provideconciergeservice.Beproudoftheirfuturejob.CommunicationandCooperation.Bequalifiedandprofessionalinthefield.WithcraftsmanshipspiritResourceTextbookPPTvideoDubbingMicrolectureMethodDiscussionandSituationProcessPre-class:Vocabulary&Sentence&DialogueIn-Class:Exercise&Dubbing&Practice&RoleplayPost-class:Skills&&IdeologicalandPoliticalElementSummaryVOCABULARY06Concierge/?k?nsie??/n.禮賓pickupv.（汽車；飛機(jī)）乘載baggage

/?b?ɡ?d?/

n.行李luggage

/?l?ɡ?d?/n.行李；皮箱suitcase

/?su?tke?s/

n.[輕]手提箱；衣箱limousine/?l?m?zin/

n.豪華轎車；大型豪華轎車shuttlebusn.班車flight/fla?t/

n.飛行；班機(jī)brochure/bro????r/

n.手冊(cè)，小冊(cè)子USEFULSENTENCES071.Excuseme,butareyou...?2.Didyouhaveapleasanttrip?3.Doyouhaveanybaggage?4.Isthatallyourluggage?5.Howmanypiecesofluggagedoyouhave?6.MayItakeyourbaggageforyou?MayIhelpyouwithyoursuitcase?Letmehelpyouwiththeluggage.Letmecarryitforyou.7.Allowme,sir.8.Isthereanythingvaluableorbreakableinyourbag?9.Wouldyoumindtakingthishandbagwithyou?10.Justaminute,please.I’llbringatrolley/baggagecart.11.Thiswaytothereceptiondesk.12.I’llshowyoutotheFrontDesk.13.Wouldyoupleasefollowme?Followme,please.14.Wouldyoucomethiswayplease.15.Let’staketheelevatoruptothesecondfloor.16.ShallIdrawthecurtainsforyou?17.AnythingelseIcandoforyou?18.IfthereisanythingIcandoforyou,pleasecallme.19.I’malwaysatyourservice.20.Enjoyyourstaywithus.Pleaseenjoyyourstayhere.21.Haveaniceday.22.Thehotelhasabusinesscenter/aswimmingpool/agym/ahealthspa/aChinesefoodrestaurant/ashoppingcenter...23.Howmanytravelinginyourparty,sir?24.Whatairlinewouldyouprefer?25.Whenwouldyouliketoleave?26.Howaboutthereturn?Dialogue08C-Concierge,G-GuestC:Goodmorning,sir.Howmayassistyouwithtoday?G:Morning,IamDavidGreenandchecked-inRoom1208yesterday.IheardafamousmusicbandwillhaveashowintheGrandTheatrethesedays.C:Yes.Ihaveheardofthat.Thebandisfamousthroughouttheworld.Itseemsyouareinterestedinit.G:Yes,buthowcanIgettheticket.ShallImakeaphonecall?C:Thatsagoodidea.Buttheresabetterwayforyou.G:Whatisit?C:Youcouldbooktheticketsonline.Itseasierandfaster.Icanhelpyouwiththat.BookingaconcertticketG:Really,that’sgreat.Wouldyoupleasebooktwoticketsformeandmywife.C：OK.Justgivemeonemomenttocheckitonline.Theywillhaveashowtonightat8o’clock.Isthattimegoodforyou?G:That’sgood.C:Great.ThefrontseatisRMB1500perperson.G:It’sexceedmybudget.DoIhavesomeotheroptions?C:Yes,italsohasseatatRMB1000andRMB500.G:IwilltaketwoRMB500tickets.BookingaconcertticketG:Really,that’sgreat.Wouldyoupleasebooktwoticketsformeandmywife.C：OK.Justgivemeonemomenttocheckitonline.Theywillhaveashowtonightat8o’clock.Isthattimegoodforyou?G:That’sgood.C:Great.ThefrontseatisRMB1500perperson.G:It’sexceedmybudget.DoIhavesomeotheroptions?C:Yes,italsohasseatatRMB1000andRMB500.G:IwilltaketwoRMB500tickets.C:Noproblem.Howwouldyouliketopay.G:Putitonthiscreditcard.BookingaconcertticketC:OK.Hereisthereceipt.Youcanuseittoenterthetheatre,Mr.Green.G:Great.C:Wouldyouneedataxitonight?G:Yes,that’sreallythoughtful.C:Thetheaterisnotfarfromhere.Iwillhaveataxiwaitforyouat7o’clock.G:Great.Thankssomuch.Youreallydid

mea

big

favor.C:Mypleasure.BookingaconcertticketExercise&Practice09Listentothedialogueandfillintheblank.B：Hereisyourroom,Mr.Johnson.Afteryou.G：Thankyou.B：ShallIdrawthe

foryou?G：OK,thankyou.Bytheway,doyouknowwhenroomserviceis

?B:It’s

twenty-fourhoursaday.Andinthefirstdrawsofthedresser,you’llfinda

withfullinformationaboutthefacilitiesandservicesofourhotel.G：Oh,

Isee.Um...Here’s

foryou.B：That’sveryniceofyou,thankyou.IsthereanythingelseIcandoforyou?G：No,thanks.B：I’malways

,Mr.Johnson.Haveaniceday.Good-bye!0102PickingupMr.Greenattheairportandassisthimtocheck-in.Aguestgoestotheconciergedesktoasktheconciergetobookflightticketsforher.Practice

03Aguestwantstobookatableforfourinthemostpopularrestaurantinthetown.Evaluation10SelfPeerTeacherContent(40)Correctgrammar&Perfectexpression&Appropriatelength

Pronunciation(30)Fluency&Speakingloud/clearly&Intonation

Professionalism(20)Behaviors&Properexpression

Cooperation(10)Teamworkinperformance&Interactionwithothers

Score

Skills&SupplementKnowledgeBellmanalwaysknocksatthedoorfirst,thenopensthedoor,precedestheguestintotheroom,turnsonthelightsanddrawsthecurtainsaside.Whyshouldthebellmanknockatthedoorfirst?Becauseerrormayoccurinthesystem,previousguestmaystillintheroomorthehousekeeperisstillworkingintheroomwhilethesystemshowtheroomisavailable.Knockingatthedoorbeforeentertheroomcanpreventtheawkwardsituation.KnockingatthedoorbeforeentertheroomHowtofillintheBaggageDepositForm&CardHowtofillintheBaggageDepositForm&CardIdeologicalandPoliticalElement

CraftsmanshipSpirit

——CarryingforwardtheSpiritofthe19thNationalCongressandCraftsmanSpiritofHotelStaff&PolishingtheNationalHotelBrand

PresidentXiJinpinghasurgedyoungpeopletocarryforwardcraftsmanshipandstriveforexcellencetoservethecountry.XiJinpingstressedthattechnicalworkersserveasanimportantfoundationsupportingmade-in-Chinaandcreated-in-China,andplayakeyroleinhigh-qualityeconomicgrowth.Inhospitalityindustry,hoteliersalsoneedtocarryforwardcraftsmanshipwiththepursuitofexcellence.Awarmgreetingwithsinceresmile,beingaware