酒店房务英语Module_5_Services_at_the_Front_Desk_(II)教材教学课件.pptVIP

《 酒店房务英语》 Module Five Services at the Front Desk (II) leading-in Situational dialogues Pattern Drills Role play Policies and Procedure For Lost and Found Reading— Top Hotels in the World (II) Module Five Leading-in As the important staff member of Front Desk, a receptionist should be professionalism, style and excellence. 1.Acceptable Behavior ■Keeping you composure under pressure ■ Keeping you attitude positive ■ Being aware of what is happening on your shift… 2. Acceptable Behavior ■ Failing to acknowledge a guest ■ Personal conversations with other associates in front of a guest ■Turning you back to the guest to do other work… Dialogue 1 Maintenance Service ● How to do the maintenance service?(saying sorry to the guest, then sending the repairman at once to do the maintenance.)Dialogue 2 Baby-sitting Service● What information does the receptionist know when providing the baby-sitter service to the guest ?( the time of taking care of the baby, special requests to the baby-sitter etc.) Situational dialogues Dialogue 3 Lost and Found●How to help the guest who lost the wallet?(saying sorry to guest, getting the details about the wallet, trying to find the lost thing and inform the guest as soon as finding it etc.)Dialogue 4 A Package for Mr. Martin ●Does the hotel meet all the needs from the guest ?( yes) The following pattern drills should be recited by the students● What seems to be the trouble, sir? ● There seems to be something wrong with the lights in my room. ● Don’t worry. We are sure to have it fixed right away. ● I’ll send a repairman immediately. ● We do apologize for the inconvenience. ● Our baby-sitters are well trained and quite experienced. ● At what time would you like the baby-sitter to come to your room?   Pattern drills Using the above dialogues as a model, try to create a new dialogue with your partner.A: Mr. Johnson calls the reception desk that there is something wrong with the