《饭店专业英语》Part 2 Unit 12 Lost and Found Service.pptVIP

Unit 12Lost and Found Service * . Learning Objectives In this unit you will learn: ? How to show sympathy ? How to help guest(s) find the missing things * . I. SNAPSHOT ? Reading Tips The lost and found service is a kind of professional work, for it often involves legal issues. When guests report loss in the hotel, we must try our best to help them find their lost properties. It is also the symbol of high quality service. * . Guests may lose their valuable things in the hotel such as… Wallet钱包 Cash现金 Clothes衣服 Files文件 * . What other valuable things would guests perhaps lose in a hotel? What should you say when guests lose their valuables? * . The procedure of lost and found service Step 1 Listen倾听 Step 2 Show sympathy表示同情 Step 3 Ask the details询问详细情况 Step 4 Take notes做记录 Step 5 Take actions立即行动 Step 6 Notify the result反馈结果 * . II. CONVERSATION ?Scene: Mr. White missed something in the room. Listen to the dialogue and answer this question: What does the guest lose? (C: Clerk; G: Guest) C: Good morning, sir. Can I help you? G: Good morning. I need your help. You see, my wallet is missing. I’ve looked for it everywhere, but in vain. Can you help me to find it? C: I’m sorry to hear that, sir. We’ll do our best to help you. May I know your name and your room number? G: Peter White, Room 706. C: Could you tell me when and where you found it missing? G: This morning, in the restaurant. I wanted to pay the bill after breakfast, but I didn’t find it. C: Can you tell me the features of your wallet, Mr. White? G: Well. It’s black and made of leather. C: And what’s in it? G: About 800 yuan and two credit cards. C: Where have you been this morning? G: The business center, lobby bar and the restaurant. C: Don’t worry, sir. Let’s try to look for it and we’ll contact you as soon as we find it. G: Thank you very much. C: It’s my pleasure. * . Read the dialogue and answer these questions: Where might the guest lose