PartFive

HotelManagementUnit2:DutiesandResponsibilitiesLearningOutcome

Inthisunityouwilllearn:

HowtotalkaboutyourownjobandtasksTechniquesofpersuasionandsuggestionHowtowriteproposalsWarmUp

Workingroups.Dicussthemeaningofthefollowingproverbsanddecidewhetheryouagreewiththem.ThentranslatethemintoChineses.Abadworkmanalwaysblameshistools.

Onecanliefortwomonthsonagoodcompliment.

Itisnousedoingwhatyoulike;youhavegottolikewhatyoudo.

Youneverknowwhatyoucantillyoutry.

Onlythosewhohavethepatiencetodosimplethingsperfectlyeveracquiretheskilltododifficultthingseasily.

拙匠總怪工具差。只憑一句贊美的話就可以充實地活上兩個月。不能愛哪行干哪行，而要干哪行愛哪行。惟有試過才知道自己的能力。只有有耐心圓滿完成簡單工作的人才能夠輕而易舉地完成困難的事。Speak&DrillWordsandExpressionsspareadj.

多余的,剩下的unsatisfactoryadj.

令人不滿意的negativeadj.

否定的,消極的tempern.

性情,脾氣,情緒,心情rotatev.

輪流，循環(huán)dulladj.

感覺或理解遲鈍的,無趣的,呆滯的talentedadj.

有才能的neglectedadj.

被忽視的rotan.

值班表routinen.

例行公事,常規(guī),日常事務(wù),程序industrialadj.

勤奮的achievevt.

完成,達(dá)到tactfuladj.

機(jī)智的,得體的,圓滑的concernn.(利害)關(guān)系,關(guān)心,關(guān)注,關(guān)注guyn.

家伙,人performancen.

表現(xiàn)transfervt.

調(diào)任recommendvt.

推薦,介紹unexpectedadj.

想不到的,意外的,未預(yù)料到colleaguen.

同事,同僚beashamedof因……感到羞愧anumberof一些；若干；許多takepridein以……自豪；對……感到得意sortout整理出；清理好；分揀出showconcernfor對……表示關(guān)心bepopularwith受……歡迎/擁戴Episode1:

Criticizingasupervisor

M:ManagerS:SteveSituation:(Dupont,theF&BManager,askedSteve,anewsupervisor,togotohisoffice.)S:Goodmorning,Mr.Dupont.Youwanttoseeme?M:Goodmorning,Steve.Takeaseat.Howiseverythinggoing?S:Fine.Butwearestillshort-handed,youknow.M:Good.Iplantosparetwohandsfromanotherrestaurant.S:I’dappreciatethat.M:Well,thereasonIwanttotalktoyouisaboutyourgrouponyourshift.I’vereceivedtheweeklyrecordshowingthattherehavebeenanumberofjobsveryunsatisfactorytous.S:Yes.Someofthemhavegotverycarelessanddon’ttakeanyprideintheirwork.short-handed指缺乏人手的。我打算從另一個餐廳派兩個人手過來。（spare這里意思是“抽出、讓出”。例：Canyousparemethisbookforawhile?這本書你能讓我看一會兒嗎？）他們中有些人很粗心，對工作一點也不感到自豪。M:Steve,itisyourresponsibilityforyourmen’snegativeattitudeatwork.It’syourworkweneedtotalkabout.S:Sorryaboutthat.I’mlistening.M:You’vebeenasupervisorforalmostayear.Youshouldhavemanagedeverythinginorder.S:Well,Idomybest.Totellyouthetruth,I’vehadproblemswithoneortwoofthem.Ilostmytemperwiththem.M:Well,inthatcase,youshouldhaveapologizedtothemforlosingtemper.I’msureyouwillsortthisoutassoonaspossible.S:Iwill.M:Bytheway,Iwastoldthatthereisnorotatingonyourshift.AguynamedTonyhasbeeninthekitchenforweeks.Andtheotherscomplainaboutthattheyhaveveryrarechancetoserveguests.（虛擬語氣）你應(yīng)該管理得有條不紊。我對他們發(fā)脾氣了。（loseone’stemper指發(fā)脾氣。）另外，有人告訴我你的排班沒有輪換。（rotating指崗位輪值或勤務(wù)輪換。）S:Well,Ithinkthereasonisquitesimple.Tonycan’tspeakEnglishandafewofthemcanonlyspeakalittle.M:Isee.Butthesamepeoplealwaysdidthesamejob.S:Theydidtheirjobsperfectlyexceptofoneortwo.Idon’tthinkitisaproblem.M:Steve,haveyoueverthoughtthateverybodyhasanequalchancetowork?Doyouknowhowdullitistoletonedoingthesameworkallthetime?Doyouwantmoreskilledmentohelpyouincasesome“talented”leavework?S:ItseemsIhaveneglectedit.M:Jobrotawillmakepeoplefeelmoreenjoyable.S:Iunderstand,sir.I’llrotatethejobasusualatthenextshiftmeeting.如果某些“有能耐的”走了，你不想要有技術(shù)的人能夠幫你嗎？值勤人員表Episode2:

Promotinganemployee

M:ManagerS:SteveSituation:(TheFrontOfficemanagerisverypleasedwithSteve’sjobandistalkingwithhiminhisoffice.)S:Whatisit,Mr.Dupont?M:Takeaseat,Steve.S:Thankyou.M:Steve,I’dliketoaskyouaquestionifyoudon’tmind.S:Justgoahead,sir.M:Doyoureallyproudofyourwork?S:Ofcourse.Whydoyouaskmethisquestion?M:Ourguestsspeakhighlyofyourservice.Howdidyoumanagetodosowell?S:Asyouoftentellus,serviceisveryimportant.Ijusthavelearnedquitealotfrommyroutine.客人們盛贊你的服務(wù)。我只是從日常工作中學(xué)到很多東西。M:YoursupervisorAnnietoldmethatyouareveryindustrialandachievealotinwork.Shesaidyouarehonest,tactfulandresponsible.S:I’mreallygladtohearthese.Annieisagoodpersonandsheshowsmuchconcernforus.EveryguyintheFrontDeskiscooperativeandprofessional.M:Yes.IknowAnnieisgettingalongwellwithallstaffmembers.Maybethat’swhytheFrontOfficegetssuchgoodrecordsthesemonths.ButAnnieisgoingtobetransferredtotheGeneralManager’sofficenextmonth.S:Really?That’sgoodnews.However,tobefrank,wearenotwillingtopartwithher.但是安妮下個月要調(diào)到總經(jīng)理辦公室。M:Annieappreciatesyourabilityverymuch.Sherecommendsyouastheassistantmanager.Ialsothinkyouaretherightpersonforthejob.Whatdoyouthinkaboutit?S:That’sunexpected.Thankyouverymuch.ButI’mafraidIcan’tdoitaswellasAnniedid.M:Don’tworryaboutit.Iknowyouarepopularwithcolleaguesandtheywillgiveyouahand.I’msureyou’lldoaswellas,orevenbetterthanAnnie.S:Thankyouverymuch.I’llvaluetheopportunity.M:Youalwayssupportus.Ireallyappreciateit.我知道你在同事中很得人心，他們會幫你的。（“togivesb.ahand”指幫忙；幫助。例：Canyougivemeahand?Ican’topenthefile.您能幫我嗎？我沒法打開這個文件。）A.Completethefollowingdialogue:H:HousekeeperJ:JackJ:I’dliketotalkwithyou,Mr.Huang.H:Whatisit,Jack?J:Aboutmywork.Idon’tagreetoDavid’sarrangement._______________________我認(rèn)為他的管理方法不好。H:Wouldyoupleasetellmeindetail?J:I’msorry.Idon’twanttodefendmyself.________________________________鑒于這種情況，我決定辭職。Idon’tthinksomeofhismanagementmethodsareproper.Inthiscase,Idecidetoresign.

H:Jack,you’rejustsaying,aren’tyou?J:_________________我是認(rèn)真的。H:Jack,Ithinkit’sunnecessary.Youdidquitewellinthework.J:Yes,Iamabletodoitwell.________________________________________

然而，我更注重一種友愛和合作的氣氛。Thisismyresignation.H:OK.I’mbusythesedays.__________________________________我想過幾天再與你處理這個問題好嗎？Iamserious.

However,Iprefertoworkinafriendlyandcooperativeatmosphere.Iwillhandleyourproblemafewdayslater,OK?B.Role-play:

Scene1:Employee:Youarelateforwork.Youareaskedtoseethemanager.Youexplainthereasonwhyyouarelatetodayisduetothetrafficjams.Youpromisenottobelateagain.Manager:Youasktheemployeewhyhe/shewaslateforworkagain.Youtelltheemployeethewholeworkwasnearlydelayed.Youwarntheemployeehe/shewillbedismissedifhe/shehasbeenlateforthreetimes.Scene2:Employee:Youwanttoresignyourjob.Youasktoseethemanager.Youexplainthereasonwhyyouwanttoresign.Youhavereceivedanewofferwhichyouthinkyoucanhaveabetterdevelopmentinyourcareer.YouthanktheManagerforhisunderstanding.Manager:Youaskwhytheemployeewantstoresignthoughhe/sheisnotonthelistofreducedstaff.Youtelltheemployeehe/shewillhavemorechancesofpromotionifhe/shechoosestostay.Youhopetheemployeecanhaveabrightfuture.C.Discussion:

Ifyouareamanager,whatshouldyoutakeintoconsiderationincriticizingasubordinate?Criticizingsomeonejustforthesakeofputtingthemdownmakesbothofyoumiserable.Criticismshouldalwaysbedonewiththegoalofhelpingtheotherpersonimprove.Discussyouropinionswithyourpartner.Thefollowingpointscanbenotedforyourreference.Basicpointsforyourreferance:DecideonyourobjectiveofcriticismCautiousinyourtreadBeawarethatyoumightnotknowthewholestoryBecarefulabouttheword“why”Saywhattheycandobetter

Read&ActWordsandPhrasesconsumev.消耗patronn.老主顧，贊助人entailv.帶來，限定incorporatev.合并capturev.捕獲，抓住storagen.儲存gleanv.收集vendorn.

銷售商，小販theoreticala.

理論上的functionalityn.

功能性executionn.

執(zhí)行warrantyn.

擔(dān)保，保單anticipatev.

參與transactionn.

交易seamlesslyadv.

連續(xù)地，無縫地HowtoKeepCustomersHappy

Inanybusiness,customercareandmanagementisessentialtoensurethatyoukeepyourcustomershappy.Afterall,findingnewcustomersmaybealongandtimeconsumingprocess,butmakingsureyourexistingpatronsarehappydoesn'thavetobe.That'swhyemployingarangeofcustomerrelationshipmanagementtoolsissoimportantforabusinesstoprogress.Butwhatexactlyiscustomerrelationshipmanagement(CRM)andwhatdoesitentail?客戶關(guān)系管理Essentially,CRMisacatch-alltermthatincorporatesanumberofconceptsusedbycompaniestomanagetheirrelationshipswiththeircustomers.Thiscanincludethecapture,storageandanalysisofdatagleanedfromthecustomer,vendor,partneroranyinternalresearchprocess.Inatheoreticalsense,CRMisdividedintothreekeyfunctionalities:marketing,salesandservices.Marketingprimarilyrelatestothelong-termplanningandshort-termexecutionofmarketing-relatedactivitieswithinacompany.Salesfunctionalities,ontheotherhand,areessentiallyfocusedonhelpinganorganisationexecuteandmanagethepresalesprocessinamorestructuredmanner.銷售前期的包含一切的詞Incontrast,servicesconcentrateoneffectivelymanagingthecustomerserviceaspectsofabusiness,inordertoprovidefirstandsecondlevelsupporttocustomers.Theseservicefunctionalitiescouldincludeserviceordermanagement,resourceplanningandscheduling,warrantymanagementandknowledgemanagement.Currently,however,themostpopularformsofservicefunctionsforcustomersarebeyondsimpleaccessthroughe-mail,callcenters,faxes,andwebsites,CRMallowscompaniestocollectinformationaboutcustomersinordertobetteranticipatewhattheywant.服務(wù)管理，資源計劃和安排，質(zhì)量保證管理和知識管理ExpertsconsiderthebestformofCRMtobethatwhichutilizesmultichannels.Inotherwords,itisnotsimplyatransactionorcommunicationthatstartsandendswithawebsitevisit,butsomethinglikeasitevisitthatcontinuestoaphoneconversationwithacustomerservicerepresentative.MultichannelCRMinvolvesaninteractioninonemedium,orchannel,beingseamlesslyintegratedwithothermediums.并不是簡單的一筆交易或起止于互聯(lián)網(wǎng)上的一次交流A.Answerthefollowingquestionstocheckyourunderstanding:Whydowesaykeepyourexitingcustomershappyisimortant?Whatdoyouthinkyourcustomersshouldinclude?Whatisyourunderstandingofmarketing,salesandservices?Whydoweneedtocollectinformationaboutcustomers?Whatcanthemoderntechniqueshelpusdealwithourcustomers?Doyouthinkmanagementofpeopleisdifferentfromthemanagementofproducts?Why?B.PutthefollowingintoChinese:Inanybusiness,customercareandmanagementisessentialtoensurethatyoukeepyourcustomershappy.在任何行業(yè)中，對客戶的關(guān)心和管理是確保客戶滿意的關(guān)鍵。Essentially,CRMisacatch-alltermthatincorporatesanumberofconceptsusedbycompaniestomanagetheirrelationshipswiththeircustomers.從最基本來說，客戶關(guān)系管理是一個包涵一切的詞，它囊括了公司用來管理與客戶關(guān)系的許多理念。Marketingprimarilyrelatestothelong-termplanningandshort-termexecutionofmarketing-relatedactivitieswithinacompany.市場營銷主要是與公司內(nèi)相關(guān)營銷活動的長期計劃和短期執(zhí)行相關(guān)。Themostpopularformsofservicefunctionsforcustomersarebeyondsimpleaccessthroughe-mail,callcenters,faxes,andwebsites.對客服務(wù)功能最流行的形式超越了簡單的通過電子郵件、電話服務(wù)中心、傳真和網(wǎng)址來和客戶聯(lián)系。GroupWork

“Areyoureadytoday?”

Direction:judgeyourclassmate’spersonalhygienebymakealistaccordingtothefollowingaspectsinthechart:Step1Dividetheclassintoseveralgroups.Step2SelectONEorTWOstudentsfromonegroup.Askothergroupstoevaluatethechosenstudentsontheirpersonalhygiene.Eachgroupshouldwritedownthegoodandbadpointsindetail.Step3After15minutes,inviterepresentativesfromallgroupstoreporttheirfoundingsandopinions.Step4Closebyaskingallgroupstosortouttheiropinionsandideasforareasonablepersonalhygienechecklistforhotelemployees.PersonalHygieneGoodBadFaceShaven(Malestaff);Noexcessivemake-uporjewelry(femalestaff)Withbeard;Strangemake-upUnnecessaryjewelryHairShortandwellgroomed(malestaff);Shortortiedup(femalestaff)Verylonghair(malestaff);Longhairbutnottiedupatwork(femalestaff);Dyedinastrangecolor;修面（不能胡子拉茬）絡(luò)腮胡修飾良好染色HandsandnailsCleanhandsUnwashedhandsWell-trimmednailsVerylongnailsUniformCleanandpressedDirty,stainedorbrokenShoesPolishedSandals,open-backedshoesorhighpointedheelsBehaviorFreshnessSneezing,coughingorblowingthenose有污漬涼鞋或便鞋打噴嚏、咳嗽或擤鼻涕Writing

建議書