酒店实用英语课件冯岩岩 ISBN9787811347845 PPTunit 8.pptVIP

Mr. Paversak, a traveler around the world, has already been in Tianjin. Spring Festival is coming. So he wishes to buy some Chinese traditional presents for his family. At last he has visited to Tianjin Ancient Culture Street for a whole day, on his way he recorded the changes of Tianjin by using his video. In the evening, he got to the hotel and didn’t find his video. He called The Lost-and-Found Office. Meanwhile, the merchant, who does his business on the Tianjin Ancient Culture Street, returned the camera to the hotel according to the card within it. Sub-module 8: Lost and Found Professional Competence Competence Objectives: how to make a clear explanation about lost and found to the customers how to express that we’ll try our best to find the lost for the customers how to have the customers comfort in our sincere services Contents Job Knowledge and Experience Sample Cases Technical Training Introduction to Hotels Job Knowledge and Experience If the customer has lost his valuable personal items, he’ll certainly ask you to find them out right away. Don’t be nervous. Take the following steps: 1. First of all, we should let the clients look over their personal items to prevent the loss; 2. In the event of losing items they should be the first to call the Lost Property Office, and draw on their memories of the activities of the whole day; Job Knowledge and Experience 3. As a hotel management staff, we must take all possible measures as soon as possible in order to help customers to find out the lost items; 4. We should help the customers relax and show that we have enough confidence in finding out the lost items; 5. Finally, fill out the list of Lost and Found and then ask customers to sign their names. Sample Cases Case 1: 1. How many pieces did you have, sir? 先生您有多少件行李？ 2. Is there a name tag attached to them, sir? 上面有没有系上名字的便条？ 3. We’re very sorry for the delay, sir. I’ll check immediately and call you back. 先生，对不起，耽误了您的时间。我