饭店服务与管理英语教学课件作者匡宝红4.pptVIP

Unit 4 Communication Part One Speaking and Passage Part Two Grammar Part Three Extra Reading Part Four Structure and Vocabulary Part One Speaking and Passage Text Guest Foremost Hotels receive guests from all over the world. It is the pleased and satisfied guests that keep the industry booming. Serving guests is indeed an art. Service is understanding, anticipating and fulfilling needs of others，and doing it graciously and willingly. Therefore, we ought to learn something about the Hierarchy of Needs. Once a level of need is satisfied， hierarchy becomes vital to us. Whoever is no longer a motivator. And the next need up the guest is，he or she must be treated as a VIP. Part One Speaking and Passage Whatever the reasonable need is, it must he well understood and fulfilled. In this sense，we say service first and guests foremost. Good service is a blending of courtesy and efficiency without either familiarity or servility. Part One Speaking and Passage Dialogue 1 Telephone Service Situation: The telephone rings. The operator(0 ) picks up the receiver at the third ring. O: Good evening. speaking. May I help you? Guest ( G ):Oh，yes. I’m leaving for home tomorrow. I’d like to inform my wife in Chicago of my return. May I use the phone in my room? O: Certainly，sir. We have IDD system in our hotel. Just dial the country code，the area code and the number you want. Part One Speaking and Passage G:I see. One more thing, I’d like to place a morning call. O: No problem，sir. At what time do you need the morning call? G: Six o’clock sharp，please. O: May I have your name and room number, please? G: Jack Robinson in Room 408. (The operator repeats the order.) O: Anything else I can do for you，sirs? G: No，thanks for your help. O: You’re welcome. Part One Speaking and Passage Dialogue 2 Sending a Tax Situation: The Business Center clerk (C ) is receiving a guest (G). C: Good morning, sir. May I help you