实用酒店英语（ 第二版） Chapter IV The Business Center unit 17 unit 17.pptVIP

尚辅网 尚辅网 Providing Information Providing Information 提供信息 Content 大连理工大学电子音像出版社 LOGO 世纪商务英语阅读教程（专业篇Ⅰ） DUTP 世纪商务英语阅读教程（专业篇Ⅰ） DUTP 大连理工大学电子音像出版社 尚辅网 Unit 17 高职高专 旅游与酒店管理类课程规划教材 实用酒店英语（第二版） 大连理工大学电子音像出版社 尚辅网 How to give directions to guests 如何为客人提供外出指导 How to give information about sightseeing 如何为客人提供观光指导 Aims of Studying 尚辅网 Dialogues Useful Drills Tips Exercises 返回 尚辅网 Dialogues Background Information 服务总台所在的岗位服务人员有接待员receptionist?问讯员(concierge)?订房员(housekeeper)?收银员(cashier)?商务中心服务员(business center clerk)和话务员(operator)等?接待员在总台服务中起很大作用,当你接待客人的时候,不仅要做到办理一个,接待另一个,招呼后一个,还要做到热忱地为每一位客人服务?当本酒店客已满时,要主动帮客人推荐其他饭店,并且当接待完一位客人时,要用心地保存好客人的资料,以在下次接待时,有针对性地进行服务?只有这样,客户才会对本饭店独家青睐?当然,能够做到“宾至如归”,“宾去思归”Guests came here like they returned home.这种情感,是和饭店内的各个岗位上的服务人员都分不开的? 信息服务总台服务原则 尚辅网 Dialogues Dialogue 1 S: Excuse me, can you tell me where the nearest supermarket is? J: There is a supermarket two blocks away from the hotel. S: How can I get there? J: When you exit the hotel, turn right and walk along the street until you see a red building. The supermarket is in it. S: Thanks. By the way, where can I find an ATM near here? J: At the bank next door. S: Which way? J: Take a left turn after stepping out of the hotel. The bank is at the corner. You can’t miss it. S: Thanks a lot. J: No problem. Giving Directions to Guests 客人外出指导 J=Jane (Receptionist ) S=Stephen Nobel (Guest) Translation 尚辅网 返回 Dialogues J=Jane (Receptionist) S=Stephen Nobel (Guest) S: 打扰了,你能告诉我最近的超市在哪里吗? J: 从我们酒店出去过两个街区就有一家超市? S: 我要怎样才能到达那里呢? J: 您走出酒店,向右走,沿着这条街直走,然后您就会看到一栋红色的建筑楼?超市就在这栋楼里面? S: 谢谢?顺便问一下,这附近哪里有自动柜员机呢? J: 就在酒店旁边的银行里就有? S: 哪条路呢? J: 您步出酒店后向左转?银行就在街角那边?您可以看得见的? S: 太谢谢了? J: 不客气? 客人外出指导 尚辅网 Dialogues Dialogue 2 J: Good morning. Can I help you? S: My friends told me Beijing is such a wonderful city. I want to see it with my own eyes. Where do you suggest starting with? J: Many places in Beijing are worth seeing. Uh, why not