酒店英语Unit 6 Telephone Desk Service.ppt

Unit 6 Telephone Desk Service Learning objectives How to operate outgoing calls the calls that go out How to operate incoming calls the calls that come in 1.Working procedure Refer to p77 Review and answer questions 2.Useful skills Be clear about the guest’s request as to calling through the operator or directly from the room When connecting an incoming collect call from overseas, remember to inform the guest first and then confirm whether he would like to answer or not Refer to p80.81. 3.Useful sentences (注:★表示此话为客户所说) I 电话用语 天天大酒店,前厅?您找谁? Tiantian Hotel, Front Desk. Can I help you? 对不起,我拨错号了? ★ Sorry, I’ve dialed the wrong number. 能和你们总经理说话吗? ★ May I speak to your General Manager? 我就是? Speaking. 对不起,他现在不在? Sorry. He is not in at the moment. 您要留口信吗? Would you like to leave a message? 对不起,请再说一遍好吗? Pardon? 对不起,请再说一遍好吗? I beg your pardon. 3.Useful sentences 面对客人的疑问,不要只是一味地傻笑,或是一直说Yes, Yes?如果听不懂时,要向客人提出疑问,或是先向对方说“Just a moment, please.”然后请求他人协助? 对不起? Pardon? 对不起? Pardon me? 对不起,请再说一遍好吗? I beg your pardon. 请您重复一遍好吗? Could you repeat that, please? 若是不敢肯定对方所说的部分内容时,可以将不明白的部分重复一遍,如: 不好意思,先生,您是说您丢了房间的钥匙? Excuse me, sir. Do you mean you lost your room key? 3.Useful sentences Refer to p79-80 Homework Finish exercises on p80-81 Task A Guest: Mike Smith To make a long distance call to his friend in Guangzhou Ask the operator for help Operator: Sheraton Hotel in Xiamen Task B MR Wang calls the operator of holiday hotel to speak with Mr. Huber in Room 401. the operator should deal with two situations. (1)The line is busy. (2)This incoming call is connected well.