Chapter 1 Front Office Department 前厅部（课件）- 《酒店英语实训教程》同步教学（人民邮电版）

酒店英语实训教程 点击此处结束放映 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. 点击此处结束放映 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.   点击此处结束放映 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 点击此处结束放映 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 点击此处结束放映 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. 点击此处结束放映 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? 点击此处结束放映 Section C Practical