教学配套课件：饭店服务与管理英语.ppt

Part One Speaking and Passage supervising up- working with leaders，supervising down working with employees，supervising across- working with other supervisors and supervising a diverse work force. Being promoted to the position of a supervisor could be a scary experience. But if a new supervisor sees the challenges the hospitality industry offers him，he is right on his way to a success. 上一页 下一页 返回 Part One Speaking and Passage Dialogue 1 Talking about Supervision Situation (G) ,a new supervisor, is talking about supervision with Annie (A)，the former Front Office supervisor, who is moving up to a manager s position. G: I’ve just got over the training course. But I still lack experience. Annie，could you please me something about your supervision experience ？ A: With pleasure. I never thought I’d say it, but I’m going to Miss this job. At first, I felt somewhat embarrassed about getting the promotion because other people wanted it，too. 上一页 下一页 返回 Part One Speaking and Passage I tried to be everyone’s friend to reduce the tension. As a result, some of the front desk started to bend the rules… G: How did you handle the problem? A:I decided to become tough, give orders and discipline people-let them know they couldn’t walk all over me. The solution was simple，really. I just had to learn to be firm and play fair. G: Yes，to be firm and play fair are also very important to me. A:I also felt a lot of pressure from my leaders and the guests. In such conditions，I’d follow the leader’s instructions, rely on the team work and fulfill the guests’ reasonable requirements with respect and efficiency. As time went on，I got better at my job. 上一页 下一页 返回 Part One Speaking and Passage Dialogue 2 When the Hotel Is Booked Solid Situation: Mr. Sims (S) walks up to a receptionist (R ) to check in. It is the first day for (G ) to serve as a new supervisor of the Front Desk. R: Good afternoon . sir. Welcome to the Palace Hotel. S: Good afternoon. My name is