饭店情景英语（第二版）课件：Guest Service 客户服务.ppt

预定服务程序II.WorkingProcedurePREV.NEXT8.押金条和接待通知传收银签收,接待通知留底联存入相应文件夹。访问或来电的处理II.WorkingProcedurePREV.NEXT访问或来电的处理II.WorkingProcedurePREV.BACK(R:ReceptionistG:Guest)R:Goodevening.IsthatDr.LewisinRoom3206?G:Yes.R:ThisisReception,Dr.Lewis.Youcalledustoreportthat——yourTV/ACwasnotworking.——yourroomwasverycold.——youhavenotowelsinyourbathroom.——youcan’tsleepatnightbecauseyourneighborwasmakingabignoise.III.DialoguesBACKNEXTDialogue1——itemsinyourroomarenotreplenished.G:Yes,that’sright.R:I’mcallingtocheckwhethertheproblemhasbeensolved,Sir.EitherG:Oh,yes,thankyou.Yourpeoplewerehere5minutesago.R:Good.Thankyou,Sir.Goodnight.G:Goodnightandthanks.III.DialoguesPREV.NEXTOrG:No,Ihaven’tseenanybodysinceIcalledyou.R:I’msorry,Sir.I’llcheckwith——Engineering.——Housekeeping.——theAssistantManager.G:Wouldyou?Thankyou.R:Thankyou,Sir.I’llcallyoubackassoonasIcan.III.DialoguesPREV.NEXT(O:OperatorH:housekeeperG:Guest)O:Goodmorning,GardenHotel.Angelaisspeaking.MayIhelpyou?G:Yes,Istayedinyourhoteltwodaysago.WhenIgothome,IfoundthatI’dleftmybaginthehotelroom.O:MayIaskwhoiscallingplease?Andyourtelephonenumber?G:It’sMaryLee,andmyphonenumberisIII.DialoguesBACKNEXTDialogue2O:OK,Ms.Lee,pleaseholdonforasecond.I’lltransferyourcall(putyouthrough)tothemanageroftheHousekeepingDepartment.H:Housekeeping,Davidspeaking.Howareyou,Ms.Lee?G:Hi.IamreallyforgettingandI’veleftmybaginyourhotel.H:Don’tworry,Ms.Lee.Couldyoupleasedescribeyourbagandgivemeyourroomnumberplease?G:It’saredbagbrandedGucci.Theroomnumberwas2356.H:Isee.I’llcheckwhetherithasbeenfound,andI’llcallyouback.III.DialoguesPREV.NEXT(10minuteslater.)H