第三章礼宾服务chapter-3Concierge-Serviceword版本.pptVIP

Unit 3;Learning Map;;Objectives;Warming-up Activities;Warming-up Activities;Warming-up Activities;Post Introduction;Handling baggage for hotel guests Providing hotel-specific information Supplying directions Securing the services of outside companies, such as for: picking up guests at the airport making bookings arranging travel informing guests of local services available delivering mail;Suggesting local hotspots and entertainment, such as: restaurants tourist and sightseeing attractions shops nightlife theaters and shows sporting events;In the service industry, the word “concierge” was first used by Mr. Ferdinand Gillet, who founded Les Clef d’Or in Paris, France in 1929. Les Clef d’Or (pronounced: “lay clay door”), is the oldest surviving personal, professional, international network service-industry organization in the world. It has no religious or political affiliation, but is solely focused on a genuine desire to serve hotel guests around the world.;Les Clefs d’Or boasts more than 5,000 concierge members located in more than 40 countries worldwide. Their motto, “There will be, in every country, Clefs d’Or members who are able to continue with our mission: to be of service to our profession, and the hotel and tourist industry,” speaks of their commitment to guest-service and satisfaction. Yearly, Les Clefs d’Or organizes and sponsors a global congress whose goal is to their brand and service-oriented network development through friendship, cooperation, education, and training.;Questions for Discussion;Vocabulary Study;Vocabulary Study;Useful Sentences;;;;Situational Dialogue ;;;;Action Learning ;Task Practice;Task Practice;Task Practice;Role-play ;Sample;;Listening Practice;Keys ;Tape Script:;C: Yes, I can. When does your plane leave? G: It goes at 5:30, but I like to get to the airport with plenty of time. C: How many people are there in your group? G: There are 8. C: It takes about one hour to go to the airport. When do you like to leave? G: How about 3:00?