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1、Information,Unit 4,环球雅思旅游与酒店口语课程教材,实用酒店英语（第二版）,Information 问讯服务,How to receive a visitor with an appointment with guests.如何提供会客服务How to give directions to the guest.如何给客人提供外出指导How to take a message for the guest.如何代客人留言,Aims of Studying,Content,Dialogues,Information(问讯处)位于宾馆大堂,为宾客提供咨询留言等服务1.Front Of
2、fice(前厅部)指设在饭店前厅销售饭店产品组织接待工作调度业务经营和为客人住店提供一系列综合性服务的部门前厅部的主要任务有两个:一是经营,二是管理2.Front Desk(前台或总服务台)饭店设置在大堂为客人提供登记问讯结账等服务的区域前台隶属于前厅部前台是饭店对客服务的窗口,基本常识,Dialogues,S:Good morning.Can I ask you something?J:Yes,of course.What can I do for you?S:Well.Im planning to take a friend of mine to dinner.You see,we bot
3、h love spicy Chinese dishes.Im wondering if you could recommend to me a good local restaurant where I can find some good spicy local dishes.J:Id love to.If spicy local dishes are what you are looking for,there is no other place in the whole city thatll please your appetite better than the Sichuan Re
4、staurant.The restaurant serves very good and spicy local dishes.You might want to try there.,Giving Information 提供信息,J=Jane(Concierge)S=Stephen Nobel(Guest),Dialogues,S:How far is it from here?J:It is quite a distance from here.I would suggest that you take a taxi there.S:Thank you.But do you mind w
5、riting down the name of the restaurant on this piece of paper so that I can show it to the taxi driver?J:Yes.Here you are.S:One more thing,do you have any idea how much we should pay the taxi driver for the trip?J:RMB25 to RMB30 would be plenty to cover it.S:Thank you for the information.Have a nice
6、 dayJ:Thanks.You too.,Dialogues,J=Jane(Receptionist)S=Stephen Nobel(Guest)S:早上好我可以问你一些事情吗?J:当然可以哪里可以帮到您呢?S:我打算和我的朋友一起出去吃饭我们都喜欢吃中国的辣菜我在想您能否给我推荐 一家你们当地辣菜做得好的餐厅J:我会的如果你们要吃辣菜的话,在这座城市里没有比四川菜馆做得更能迎合您的胃 口的了这家餐厅的服务很好,辣菜也做得相当不错您也许想到那里去试一下的S:那家餐厅离这里有多远呢?J:离这里有一段距离我建议您们打的士去S:谢谢您能否把这家餐厅的名字写在这张纸上,以便我可以给司机看J:好的给您
7、S:还有一件事,您是否知道到那家餐厅需要付多少的车费呢?J:人民币25元到30元就足够了S:谢谢你提供的信息祝您开心J:谢谢您也一样,提供信息,Dialogues,S:Excuse me,but Id like to see Mr.Smith.Is he in the room?J:May I have your name,please?S:Of course.My name is Stephen Nobel.J:Just a moment,please.Dialing Mr.Smiths room number,This is the Reception Desk,Mr.Smith.Mr.N
8、obel is asking to see you.He is in the lobby downstairs.M:On the phone,Yes.Please ask him to wait for me in the lounge.Im coming soon.J:To Mr.Nobel,Mr.Nobel,Mr.Smith said hed like to see you in the lounge in a moment.S:Thank you for your help.J:Youre welcome.The lobby attendant will show you to the
9、lounge.,Receiving a Guest 会客服务,J=Jane(Concierge)S=Stephen Nobel(Guest)M=Mike Smith(Guest),Dialogues,J=Jane(Receptionist)S=Stephen Nobel(Guest)S:打扰一下,我想拜访一下史密斯先生,请问他现在在房间里吗?J:先生,我可以知道您的名字吗?S:当然可以我的名字是斯蒂芬诺贝尔J:请等一会(拨打史密斯先生房间的号码)史密斯先生,这是酒店的接待处有一位诺 贝尔先生要求拜访您他现在在楼下的大堂里M:(电话里)好的请让他在休息室里等待我我很快就来J:(对着诺贝尔先生)诺
10、贝尔先生,史密斯先生说他过一会会在休息室会见您S:谢谢你的帮忙J:不用客气大堂的服务员会带您到休息室的,会客服务,Dialogues,S:Excuse me.J:Yes.What can I do for you?S:Im here to see Dr.Smith from America.J:Do you know when he arrived,sir?S:The day before yesterday.I believe.J:Just a moment,please.Let me see.Er.Whats his full name?S:Mike Smith from San Fran
11、cisco.,Taking a Message 留言服务,J=Jane(Concierge)S=Stephen Nobel(Guest),Dialogues,J:Oh,here it is.Dr.Mike Smith.May I call to tell him you are here to see him?S:Yes,please.J:Im sorry,sir.Nobody answers the phone.He must have been out.S:Can I leave him a message?J:Certainly,sir.S:Could you please tell h
12、im that Stephen Nobel invites him to dinner tomorrow evening at Tiantian Hotel and will meet him at 6:30 at the gate?J:OK,Mr.Nobel.Ill tell him as soon as I contact him.,Dialogues,J=Jane(Receptionist)S=Stephen Nobel(Guest)S:对不起,打扰一下J:我能为您做些什么呢?S:我是来拜访从美国来的史密斯博士的J:您知道他是什么时候到的吗?S:前天我确定J:请稍等,让我查一下他的全名是
13、什么?S:迈克史密斯,来自旧金山市的J:找到了,要不要我打电话通知他您来了呢?S:好吧J:对不起,先生,没人接电话他肯定是出去了S:你能给他捎个信吗?J:当然可以S:你告诉他斯蒂芬诺贝尔明天晚上请他到天天酒店吃晚饭630在门口见J:好的,诺贝尔先生我一联系上他马上告诉他,留言服务,Dialogues,San Francisco(美国城市)旧金山,Notes,旅馆服务台职员,concierge n.,辣的,辛辣的,spicy a.,足够,be plenty to,休息室,lounge n.,打算,plan to,胃口,appetite n.,大堂,lobby n.,服务员,attendant n
14、.,Useful Drills,(注:表示此话为客户所说),天天大酒店,前厅您找谁?,Tiantian Hotel,Front Desk.Can I help you?,对不起,我拨错号了,Sorry,Ive dialed the wrong number.,能和你们总经理说话吗?,May I speak to your General Manager?,我就是,Speaking.,对不起,他现在不在,Sorry.He is not in at the moment.,您要留口信吗?,Would you like to leave a message?,对不起,请再说一遍好吗?,Pardon?
15、,对不起,请再说一遍好吗?,I beg your pardon.,Useful Drills,(谢谢您,非常感谢),Thank you(very much).,感谢您的忠告(信息帮助),Thank you for your advice(information,help).,谢谢,您真客气,Its very kind of you.,不用谢,You are welcome.,不用谢,Not at all.,不用谢,Dont mention it.,很高兴为您服务,Its my pleasure./With pleasure./My pleasure.,乐意为您效劳,I am at your s
16、ervice.,感谢您在我们饭店下榻,Thank you for staying in our hotel.,Useful Drills,我建议您去参观明十三陵,I suggest you going to the Ming Tombs.,为了节省时间,您可以打的士去,To save time,you can take a taxi.,我们的礼宾部会为您安排的,Our concierge can arrange the tour for you.,大连有很多地方值得参观的,Many places in Dalian are worth seeing.,就从星海广场开始参观吧,Why not s
17、tart with Xinghai Square?,Useful Drills,您愿意留言吗?,Would you like to leave a message?,我可以为您捎个口信吗?,May I take a message for you?,如果有人打电话找您呢?,What if someone calls to speak to you?,如果诺贝尔先生来了,请告诉他在休息室等我,If Mr.Nobel comes,ask him to meet me at the lounge.,Tips,面对客人的疑问,不要只是一味地傻笑,或是一直说Yes,Yes如果听不懂时,要向客人提出疑问,
18、或是先向对方说“Just a moment,please.”然后请求他人协助,对不起?,Pardon?,对不起?,Pardon me?,对不起,请再说一遍好吗?,I beg your pardon.,请您重复一遍好吗?,Could you repeat that,please?,若是不敢肯定对方所说的部分内容时,可以将不明白的部分重复一遍,如:,不好意思,先生,您是说您丢了房间的钥匙?,Excuse me,sir.Do you mean you lost your room key?,Tips,不客气,You are welcome.,非常感谢您,Thank you very much.,谢谢
19、您,先生,Thank you,sir.,Tips,您要的东西在这里,Here you are.,这是您的东西,Here it is.,这是您的房间钥匙,Here is your room key.,Exercises,J=Jane(Receptionist)S=Stephen Nobel(Guest),J:Good evening.Can I help you?S:Yes Id like to visit my friend Mr.White.His room is 211.J:Wait a moment please.Sorry.Im afraid Mr.White is not in.(您
20、想留个口信吗?)S:Oh,yes.Im Stephen Nobel.Just tell him that I want to see him.J:OK.(要我告诉他您打电话来,还是让他打给您?)S:(叫他打电话到华亭酒店,号码是4386000)J:OK,Mr.Nobel.Ill tell him to call you as soon as I contact him.S:Thank you,bye.,Would you like to leave a message?,_,Would you like me to tell him whether you call him,or let hi
21、m call you?,_,Please tell him to call to Huating Hotel.And the telephone number is 4386000.,_,Exercises,客人诺贝尔先生来到咨询台前询问怎么去美国领事馆(American Consulate),并要了一份当天的报纸请你和你的同学准备这个对话,并在班上表演,Exercises,J=Jane(Receptionist)S=Stephen Nobel(Guest),S:Excuse me,how can I get to the American Consulate?J:The American C
22、onsulate is in the south of the city.You may take the No.205 Bus.S:How far is it from the hotel?J:It is about a forty-minute bus ride,if there is no traffic jam.S:That is a little bit far from here.J:Then you can also go there by taxi.S:Sounds good.By the way would you please give me an English newspaper?J:Here you are.S:Thank you.What is the date today,please?J:It is June the fifth.Anything else we can do for you,sir?S:Can you find me a taxi,please?J:I will ask the bell person to find you a taxi.S:Thanks.,Thank You!,环球雅思旅游与酒店口语课程教材,
