酒店实用英语课件冯岩岩 ISBN9787811347845 PPTunit 9.pptVIP

LOGO LOGO Sub-module 9: Emergency Service Professional Competence Competence Objectives: how to give the best solution to the problem that the customer felt uncomfortable suddenly how to deal with the urgent problems such as damage problem how to find out it for the customer when he left his private thing in the room of the hotel after checking out Contents Job Knowledge and Experience Sample Cases Technical Training Introduction to Hotels When you provide the customers with the emergency service, you should draw the following points: 1. If the customer applies for the emergency service, such as illness emergency or damage emergency, at first you should make their specific requirements clearly; 2. Mind soothe plays an important role in the emergency service especially in illness emergency. You should have some effective ways to make the customers calm down and to tell them not to be nervous and then to take some useful measures; Job Knowledge and Experience Job Knowledge and Experience 3. The customer who has lost their personal items somewhere is requested to fill out a list, such as lost and found list, in order to find out the items for them; 4. An excellent receptionist and waiter must have a clear system in his mind so that he will take the necessary action when the hotel bursts into some emergencies, such as fire alarm. Sample Cases Case 1: 1. Please lie down and remain still, Miss Cabell. I will go there as soon as possible. Please hold the line. 坎贝尔小姐，请躺着别动。我马上打电话求助，请别挂电话。 2. I’m so sorry to hear that. You really look so pale. 我感到很难过。您看起来很苍白。 3. Would you like me to call an emergency doctor for you? 要我帮您去叫个医生吗？ 4. It’s against our hotel’s regulations. I think it’s better to accompany you to the clinic. 这违反了我们酒店的规定。我认为最好还是陪您到诊所去看看。 5. If anything gets more serious, please do not hesitate to let me know. 如果严重的话，请尽快让我知道。 Sample Cases Case 2: 1. Don’t worry. I’ll send a cleaner to clean up the mess. 别担心。我叫一个清洁