第三章礼宾服务chapter-3Concierge-Service

Unit3ConciergeService学习目标岗位简介工作流程词汇学习功能句型情景对话Objectives1Warming-upActivities2PostIntroduction3Vocabulary4ActionLearning7Reading8UsefulSentences5Dialogue6UnitThreeOfferconciergeserviceforguestsWarming-upActivities1.Matchthedutiesontheleftwiththecorrespondingpicturesontheright.handlingluggagemakingdiningreservationsWarming-upActivitiespickingupguestsattheairportarrangingtransportationWarming-upActivitiesQuestionsforDiscussionHaveyoueverenjoyedgoodconciergeserviceatahotel?Whatdoyouthinkoftheimportanceofaconcierge?WhatdoyouknowaboutconciergeserviceLesClefsd’Or(金钥匙组织)?(open)TheConciergeservesavaluablefunctioninlarger,andsometimesmoreupscale,hotels.TheidealConciergeshouldbefriendly,outgoing,helpful,courteous,knowledgeable,andprofessional.TheConciergehasnumerousduties.Thesemayinclude,butarenotlimitedto:ConciergeServiceHandlingbaggageforhotelguestsProvidinghotel-specificinformationSupplyingdirectionsSecuringtheservicesofoutsidecompanies,suchasfor:pickingupguestsattheairportmakingbookingsarrangingtravelinformingguestsoflocalservicesavailabledeliveringmailSuggestinglocalhotspotsandentertainment,suchas:restaurantstouristandsightseeingattractionsshopsnightlifetheatersandshowssportingeventsIntheserviceindustry,theword“concierge”wasfirstusedbyMr.FerdinandGillet,whofoundedLesClefd’OrinParis,Francein1929.LesClefd’Or(pronounced:“layclaydoor”),istheoldestsurvivingpersonal,professional,internationalnetworkservice-industryorganizationintheworld.Ithasnoreligiousorpoliticalaffiliation,butissolelyfocusedonagenuinedesiretoservehotelguestsaroundtheworld.LesClefsd’Orboastsmorethan5,000conciergememberslocatedinmorethan40countriesworldwide.Theirmotto,“Therewillbe,ineverycountry,Clefsd’Ormemberswhoareabletocontinuewithourmission:tobeofservicetoourprofession,andthehotelandtouristindustry,”speaksoftheircommitmenttoguest-serviceandsatisfaction.Yearly,LesClefsd’Ororganizesandsponsorsaglobalcongresswhosegoalistotheirbrandandservice-orientednetworkdevelopmentthroughfriendship,cooperation,education,andtraining.QuestionsforDiscussionWhatshouldanidealConciergebelike?WhofoundLesClefsd’Or?Pleaseintroducetheorganization.VocabularyStudyVocabularyStudyUsefulSentencesSituationalDialogueTaskPractice任务操练Challenges问题挑战Solutions探索解决TaskPracticeTaskPracticeTaskPracticeRole-playSample(C:ConciergeG:Guest)G:Excuseme,couldIaskyousomething?C:Yes,ofcourse.Youaremorethanwelcometodoso.Whatisit?G:Well,Iamplanningtotakeafriendofminetodinner.Yousee,webothloveChinesedishes.I'mwonderingifyoucouldrecommendtomeagoodlocalrestaurantwhereIcanfindsomegoodlocaldishes.C:Well,iflocaldishesarewhatyouarelookingfor,thereisnootherplaceinthewholecitythat'llpleaseyourappetitebetterthantheHujinRestaurant.Therestaurantservesverygoodlocaldishes.G:Howfarisitfromhere?C:It'slocatedontheBayiRoad,WuchangDistrict.Itisquiteadistancefromourhotel.Iwouldsuggestyoutakeataxi.G:ShallImakeareservationforthedinner?C:Thatwillbegood.Therestaurantusuallyiscrowdedwithclientsatnights.G:OK,we'llgotherebytaxi.ButdoyoumindwritingdownthenameoftherestaurantonthispieceofpaperforussothatIcanshowittoourtaxidriver?C:No,notatall.Hereyouare.G:Canyoumakeareservationforus?C:Mypleasure.G:Thankyou.Onelastthing,doyouhaveanyideahowmuchweshouldpaythetaxidriverforthetrip?C:Twenty-fiveyuanwouldbeplentytocoverit.That'saboutthreeU.S.dollars.G:Thankyouforyourinformation.C:It'smypleasure.Haveagoodtime!ListeningPracticeKeys1)Arrangeabustosendthemtotheairport.2)Acquirenecessaryinformationabouttheguest’srequest,e.g.thenumberofpeopleinthegroup,thetimetoleave,etc.toarrangeforguests.TapeScript:LimousineService(C:ConciergeG:Guest)G:We'llleavethisafternoon.I'vejustcometosaygoodbye.C:Ihopeyouenjoyedyourstay.G:Itwasgreat,thanks.We'vehadaverynicetime.C:Whereareyougoing?G:We'reofftotheairport.Canyouarrangeabustosendustotheairport?C:Yes,Ican.Whendoesyourplaneleave?G:Itgoesat5:30,butIliketogettotheairportwithplentyoftime.C:Howmanypeoplearethereinyourgroup?G:Thereare8.C:Ittakesaboutonehourtogototheairport.Whendoyouliketoleave?G:Howabout3:00?C:That'sOK.Abuswillwaitforallofyouat2:45attheentrance.Andtwobellmenwillhelpwithyourluggage.C:That'llbefine.Thankyou.G:Youarewelcome.Ihopeyouhaveagoodtrip.ChallengesandSolutionsWhatshouldtheBellmansaywhenheopensthecardoorfortheguest?Solutions:a)Pleasebecarefulasyoustepdown.b)Watchyourstepwhilesteppingdown,please.HowshouldtheBellmandirectthegueststoparktheircars?Solutions:Youcansay:a)Theparkingareaisattheendofthehoteldrive.b)Pleaseparkyourcararoundthecorner.WhatshouldtheBellmansaytoguestswhohavecheckedoutandareleavingthehotel?Solutions:a)Ihopeyouhaveenjoyedyourstaywithus.b)Wehopeyouhaveanicejourney.Goodbye.c)Welookforwardtoseeingyouagain.Howshouldyouhelpthegueststostoretheirluggage?Solutions:a)Asktheguestifthereanyvaluablesinitand,ifso,depositthevaluablesatthefrontdesk.b)Placeatagwiththewords,“HandleWithCare”onanyluggagethatmaybefragile.c)Checkthebagstomakesuretheyareingoodcondition.Ifthereisanydamagedluggage,notifytheguestandindicate