酒店英語 課件 第六章客戶服務(wù)

ChapterSix

GuestServices

客戶服務(wù)Baseontheabovepassage,decidewhetherthefollowingstatementsaretrueorfalse.WriteTfortrueandFforfalse.

1.____________Thestaffmembershouldmaintaineyecontact,andpoiseinacausalposturewhilelisteningtotheguestcomplaints.2.____________Apologizingdoesnotmeanthefaultofthehotelstaff,butrepresentationonthebehalfofthehotel.3.____________Iftheinterimrequestcannotresolvetheguestcomplaints,thedeskclerkmaysuggestothermomentaryalternatives.4._____________Providedthatthemomentaryalternativesarenotacceptedbyetheguest,thedeskclerkshouldreferthismattertotheGeneralManagerimmediately.5.______________Repeatpatronagecanbeobtainedbypresentingtheguestwithextraamenities,service,upgrade,orevenandadditionalnight’sstay.Warmup預(yù)熱練習

MatchthefollowingpictureswiththeirrelevantEnglishequivalent.

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()()Referencewords:atthecornerof,opposite,between,nextto,elevator,block報匯率人民幣對美元的匯率是7.25比11USdollars=7.25yuanTherateis

sevenyuantwenty-fivetotheUSdollar.TheUSdollarstandsatsevenyuan,twenty-five.1英鎊兌4.75林吉特1pound=4.75ringgitsThepoundstandsatfourringgits,seventyfive.Therateisfourringgits,seventyfivetothepound.Whatdoyoulikedoing?Doyoulikevisitingplacesofhistoricalinterests?Doyoulikeshopping?Iamsureyou’denjoyMIXC.YoucouldgotoDapengFortressWhydon’tyougotothebeach?Howaboutgoingtothebeach?Ifyoulikediningout,sir,therearesomegoodrestaurantsinXiangmihu.Abouta15-minutetaxiridefromthehotel.A（time）bus/taxi/trainride這個短語搭配可以表示路程的大概時間A15-minutetaxiride15分鐘的的士車程A20-minutebusrideIamsureyou’denjoyYoucouldWhydon’tyouIfyoulike…,thereis/areMight/couldMust一定Youmustseethenewfilm!RecommendWhatdoyourecommend?Canyourecommendsomething?

CorridorAcrossOutofAttheendofAheadNexttoGostraightTurnleft/rightCrosstheroadLobbyTourdeskTrafficlightTerrace大堂穿過馬路穿過adv.旅游咨詢臺紅綠燈在。。。旁邊在。。。盡頭從。。。出來直走陽臺在。。。前面轉(zhuǎn)左/右走廊問路句型Canyoutellmehowtogetto…(thebusstation)Couldyoutellmewherethe…(coffeeshop)is英式說法Lobby/groundfloorFirst

floorSecondfloor直走穿過大堂Gostraightacrossthelobby在走廊的盡頭Attheendofthecorridor出電梯左轉(zhuǎn)Turnleftoutofthelift往前直走（一直向前走）Gostraightahead在電梯旁邊Nexttotheelevator情景一請問去商務(wù)中心怎么走？一直走，坐左手邊的電梯，上到二樓，商務(wù)中心就在電梯出來的右邊Canyoutellmehowtogettothebusinesscenter?Gostraightahead,taketheelevatoronyourlefttothesecondfloor.Turnrightoutofthelift,thebusinesscenterisoverthere.情景二請問到健身房怎么走？直走穿過西餐廳，你會看到右手邊美容沙龍，健身房就在它的前面。Couldyoutellmehowtogettothefitnesscenter?Gostraightacrossthewesternrestaurant.YoucanseetheBeautySalononyourright.Thefitnesscenterisinfrontofit.情景三請問到蓮花山怎么走？走出酒店門口，轉(zhuǎn)右有一個公交站。坐10路車在蓮花山站下車，你不會錯過的。那里離這有多遠？大概坐巴士十五分鐘CanyoutellmehowtogettotheLianhuaMountain?Gooutofthehotelentrance.Turnright.Youcanseeabusstation.TaketheNo.10busandgetoffattheLianhuaMountainStation.Youcan’tmissit.Howfarisitfromhere?It’sabouta15-minutebusride./It’sabout15minutesbybus.CaseStudy案例分析

1)Iftheguestisnotsureaboutthedirectionyouaregiving,whatwayscanhelptoexplaintheroute?如果客人不是很清楚你指路的方向，什么輔助工具可以幫助你清晰的做出指引呢？2)Howwouldyourecommendrestaurants?Whatisyoursourceofrecommending?你會根據(jù)什么來推薦餐廳呢？推薦的參考是什么？Translation翻譯

1)I’msorrytohearthat.That’sunusual.I’lllookintothematteratonce.______________________________________________________________2)Idoapologize,madam.Wouldyoucaretosendthisdressfordry-cleaning?Nochargeofcourse.______________________________________________________________3)對于給您造成的不便，我謹代表酒店向您道歉。

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