PartOne

FrontOfficeUnit3:ConciergeServiceHowtohandlerequestsfromhotelguestsTechniquesofproblemresolutionHowtoprovidebellserviceLearningOutcome

Inthisunityouwilllearn:

WarmUp

Workwithyourpartnertothinkofatleastfivewordsorexpressionsthatcanbeusedtotalkaboutthefollowingtopics.Anexampleisgivenforeachtopic.Aboutdutiesofaconcierge.Carrental,_______________________________________________________________________________________AboutqualitiesofabellboyWarm-hearted,____________________________________________________________________________________AboutactivitiesdemandedbyhotelguestsGoingtoaconcert,_________________________________________________________________________________AboutlocationofaplaceCloseto,__________________________________________________________________________________________Greetingguests,Providingcustomerservice,Answeringguestinquiries,andHandlingspecialrequests.

paitient,amicable,helpful,goodatcommunicationandwithprofessionalappearance.Watchinganopera,Diningatarestaurant,GoingshoppingandGoingonasightseeingtour.

ontheleft/rightsideof,attheendof,nextto,behindandinfrontof.Speak&Drill

WordsandExpressionconciergen.

禮賓部，禮賓，旅館服務臺職員onatour參觀，游覽placeofinteret名勝recommendv.

推薦，薦舉；稱贊buddhan.

佛像jaden.

玉，玉雕highrisen.

高樓，高層建筑orientaladj.

東方的，遠東的bundn.

外灘mustn.必須做的事情localityn.

場所，地點deliverv.

投遞，送交，遞送bellboyn.

行李員towern.塔，塔樓breakableadj.

會破的，易碎的potteryn.陶器variousadj.

不同的，各種各樣的C:ConciergeG:GuestSituation:(BillEdwards,ahotelguest,andhiswifeareplanninggoingonatourofshanghai.Nowheistalkingwiththeconciergeattheconciergedesk.)C:Nicetoseeyouagain,Mr.Edwards.MayIhelpyou?G:Yes.MywifeandIaregoingonatourofshanghai.Couldyougivemesomeadvice?C:Whenareyoumakingthetrip?G:Thedayaftertomorrow.C:Doyouplantogobyairorbytrain?G:Ithinkwe’drathergobyair.C:Ourbusinesscentercanbookairticketsforyou.It’sonthefifthfloor.Episode1:

GoingonatourofShanghai

禮賓部我和我妻子要到上海旅游。G:Great!I’llgothereafterawhile.Onemorething,asweknowverylittleaboutshanghai,canyousuggestafewplaceswemightbeintrestedin.C:Yes,ofcourse.I’dliketorecommendYuyuanGardenandtheJadeBuddhaTemple.TheyaretwofamousplacesofinterestinShanghai.G:Anymoreplacestovisit?C:Certainly.Sinceshanghaiisamoderncity,therearealotofhighrises.

TheOrientalPearlTVTowerisamustforvisitors.G:WhatabouttheHuangpuRiver?Iheardofitlongtimeago.C:ItisveryclosetotheOrientalPearlTVTower.YoucantourtheHuangpuRiverbytakingatouringboatandgetawholeviewoftheBund.SomeoftheWesternstyledbuildingstherewerebuiltmorethan100yearsago.我推薦豫園和玉佛寺。

上海是一座現代化城市，有許多高層建筑東方明珠電視塔是游客必去之地。

你可以乘游船游覽黃浦江，欣賞外灘全景。

G:That’sfine.C:Ifyouwanttogoshopping,youcangotoNanjingRoad.Itisthemostfamousshoppinglocality.G:IsitfarfromtheHuangpuRiver?C:No,itislinkedwiththeBund.G:I’llsurelygothereifIamnottwobusy.C:Anythingelse?G:No.It’sverykindofyou.Thankyousomuchforgivingmesomuchinformation.C:you’rewelcome.Good-bye.G:Bye.購物場所B:BellboyG:GuestSituation:(Aguesthasjustcheckedinandabellboyisshowinghertoherroom.)B:Goodevening,Ma’am.I’mabellboyhere.You’vefinishedthecheck-in,haven’tyou?G:Yes,I’vejustgotthekeytotheroom.B:ShallIshowyoutoyourroomnow?G:Yes,it’sverykindofyou.Myroomis3021,intheNorthTower.B:You’vegotthreebags.Isthatcorrect?G:Yes,that’sright.B:Isthereanythingbreakableinyourhandbags?G:Yes,therearesomepotteriesinthisbag.B:Letmecarrythosetwobagsforyou.B:Pleasecomethisway,Ma’am.Episode2:

Deliveringbaggage

登記，辦理住店手續

北樓您手提包里有易碎物品嗎？

G:Allright.HereIcome.B:Yourliftisthisway.Theliftsontherightonlygoesto24thfloor.TheLiftsontheleftareexpressonesto24thfloorandabove.G:Thankyouforyourinformation.Nowthatyou‘vetoldmeaboutthelifts,Icanusethemproperlyduringmystayhere.Whataboutthefoodhere?DoyouserveWesternfood?B:Yes,therestaurantsservenotonlyvariouskindsofChinesefoodbutalsoWesternfood.G:That’sgreat!B:Areyouhereonbusinessoronholiday?G:I’mhereonbusiness.B:Thisisthe30thfloor.Youfirst,Ma’am…Hereisroom3021,Ma’am.Whenyoucheckout,pleasecallnumber8066andwe’llhelpyouwithyourbaggageatonce.Well,Ihopeyou‘llhaveanicestayhere.Goodnight.G:Thankyouverymuchindeed.Goodnight.左邊電梯高速直達24樓及以上樓層。餐廳不僅提供各式中餐還提供西餐。

A.Completethefollowingdialogue:C:ConciergeG:GuestG:Hello!Isthisconciergeservice?C:Yes,itis._____________________我可以為您效勞嗎？G:Iamstayinginthishotel.MywifeandIwouldliketowatchBeijingOperatonight.Couldyoupleaserecommendusatheater?C:Certainly,sir._________________________________________北京劇院可以嗎？它是北京最好的劇院之一。G:Howfarisitfromhere?C:It’squiteadistancefromhere._______________________你最好坐出租車去那里。WhatcanIdoforyou?HowaboutBeijingOpera?It’soneofthebestinBeijing.You’dbettertakeataxithere.G:Allright.DoyouhaveanyideahowmuchIshoudpayforthetaxi?C:_________________________我想15元錢就夠了。G:Onemorething.ShouldIgettheticketsatthebookingofficeofthetheater?C:___________________________________沒有必要。我們可以為您訂票。G:That’sfine.Willyoupleasebooktwotecketsformeandsendthemuptomyroomimmediatelyincasetheticketsaresoldout?C:Certainly,sir.G:You’resohelpful.Thankyouverymuch.C:you’rewelcome.Iguessfifteenyuanisenough.No,youneedn’t.Wecanbookticketsforyou.Visitor:YournameisBobCook.YouwanttoseeMr.Brown,butMr.Brownisnotinhisroom.Youasktheclerktopagehim.Concierge:Youreceivethevisitorandchecktherecordofstayingguests.YoufindthatMr.Brown’sroomnumberis1227.Youcallhimbutheisnotinhisroom.Youpagehimbutnoreply.YoutellthevisitorthatMr.Brownmaynotbeinthehotel.YousuggestthatthevisitorleaveamessageforMr.Brown.B.Role-play:

Scene1:Scene2:Guest:You’reMrs.Johnsons.Youcheckedinformorethananhourago,butyoursuitcaseshaven’tbeendeliveredtoyourroom.Yourroomnumberis1235.Yourwanttochangeyourclothes.You’vegottwosuitcases;oneisbrownandoneisred.BellCaptain:Youapologizeforthedelay.You’dliketoknowthetagnumbersandcolorsofthesuitcases.Aftercheckingyoutelltheguestthatthesuitcaseshavebeenmis-deliveredandwillbedeliveredtotheguest’sroomwithin10minutes.C.Discussion:

Supposeyouareaconciergeofahotel,aguestwantsyoutorecommendaChineserestaurant,doyouthinkwhatshouldbetakenintoconsiderationinprovidinginformationtotheguest?Discussitwithyourpartners.Thefollowingpointscanbenotedforyourreference.Basicpointsforyourreferance:RestaurantfeaturesTastesofguestsLocationTransportationBookingtables

Read&ActWordsandPhrasespositionn.

工作崗位resortn..

渡假地，度假酒店passionn.

熱情，激情hospitalityn.

好客，殷勤fast-pacedadj.節奏很快的essentialadj.

必不可少的demandingadj.

難度大的，要求高的interactv.

與…接觸amicableadj.友好的，和睦的fluencyn.

流暢，流利focusn.焦點，中心點memorableadj.

值得紀念的；難忘的span.溫泉療養地outlandisn.

稀奇古怪的，奇特的facilitatev.

推動，促進；便于fulfillmentn.

實現，履行demeanorn.

舉止，行為utmostadj.極度的，最大的onadailybasis每天

HotelConciergePositionThehotelconciergepositionplaysavitalroleinthedailycustomerserviceoperationsofhotelsandresorts.ThewordconciergeisFrenchinoriginandmeans“keeperofthekeys”,andasthe“keeper”theconciergebecomesthepointofcontactforhotelguestswhoseekinformationorassistanceduringtheirstay.Ahotelconciergepositionrequiresapassionforandanunderstandingoftravelandthetravelindustry.Whileadegreeinhospitalityorotherrelatedfieldisoftenpreferredandsometimesrequired,anin-depthknowledgeofthehotel’slocalareaisessential.Theconciergepositionisoftendemandingandfast-paced,requiringexcellenttimemanagementandproblem-起關鍵作用酒店專業學位solvingskills.Onadailybasistheconciergewillinteractwithguestsfromvariedbackgroundsandwalksoflife,andthereforeanamicablepersonalityisamustforasuccessfulconciergefluencyinoneormoreforeignlanguagesisalsoaplus.Workingasahotelconciergemeansthatyourfocusistoensurethattheneedsandrequestsofhotelguestsaremet,andthateachguesthasamemorablestay.Thehotelconciergeisexpectedtobeanexpertonhislocalarea.Guestswillapproachtheconciergewithquestions,seekingsuggestions,anddemandingproblemresolutions.Oftenconciergeswillmakereservationsforrestaurants,spas,showsandspecialevents.Requestsfromguestscanrangefromarrangingtransportationor

各行各業指酒店的各種活動安排providingdirectionstoeventhemostoutlandishseeminglyimpossibleouting.TheconciergemustmakeanefforttodeveloprelationshipswithlocalbusinessownersandVIPsinordertofacilitatethefulfillmentofherguests’requests.Oftentheconciergebecomesthefaceofthehotelformanyguests,whichmeansthatappearanceanddemeanorareofutmostimportance.Theconciergedeskactsasthehubforguestactivityplanning,whichmeansthattheguests'hotelexperiencedependsontheconcierge'sknowledgeandpromptattention.ManybusinessandVIPtravelersdependheavilyontheconcierge,makingthepositionrespectedandhighlyregarded.中心貴賓A.ReadthepassageandthenmarkthefollowingstatementsT(True)orF(False):1.()Thehotelconciergepositionisnotveryimportantinthedailycustomerserviceoperationsofhotelsandresorts.2.()Ahotelconciergeshouldunderstandtravelandthetravelindustry.3.()Theconciergewillbeintouchwithguestsfromvariedbackgroundsandwalksoflife4.()Thehotelconciergeisexpectedtohaveanoverallknowledgeofhislocalarea.5.()Theconciergepositionisnotrespected.FTTTFB.Discussthefollowingquestions:1.Whatarethedutiesofahotelconcierge?2.Whatqualitiesareneededtobeahotelconcierge?3.Istheconciergepositionimportanttoahotel,why?4.Whatkindofproblemsmayguestsasktheconciergetosolve?C.PutthefollowingintoChinese:1.Theconciergepositionisoftendemandingandfast-paced,requiringexcellenttimemanagementandproblem-solvingskills.

2.Anamicablepersonalitypersonalityisamustforasuccessfulconciergefluencyinoneormoreforeignlanguagesisalsoaplus.

禮賓員工作要求高、節奏快，要具備卓越的時間管理能力和解決問題技巧。性格友善是做好禮賓員的必備條件，能流利地講一種或多種外語也是一種優勢。3.Workingasahotelconciergemeansthatyourfocusistoensurethattheneedsandrequestsofhotelguestsaremet,andthateachguesthasamemorablestay.4.Requestsfromguestscanrangefromarrangingtransportationorprovidingdirectionstoeventhemostoutlandishseeminglyimpossibleouting.5.Oftentheconciergebecomesthefaceofthehotelformanyguests,whichmeansthatappearanceanddemeanorareofutmostimportance.

酒店禮賓員的工作中心就是確保客人的各種需求得到滿足，給每位客人留下難忘的印象。客人提出的要求非常廣泛，從安排交通工具或指路到極其奇怪、似乎不可能實現的旅行。對于客人來說，禮賓員常被認為是酒店的臉面，這就意味著其外表和舉止極其重要。GroupWork

Makesuggestionsaboutone-daytourofBeijingforhotelguests.Thearrangementforthetourmustbeindetail,andbreakfastandmealsshouldbeincluded.SomeplacesofinterestsinBeijingarelistedbelow.Step1Dividetheclassintoseveralgroups.Step2

Askallgroupstodecideontheirownarrangementandeachgroupissupposedtocomeupwithareasonableone