《酒店岗位英语实训》课件Lost & Found Service 1.pptx

1、Model Ten Other ServicesUnit 27 Lost and Found Service失物招领Warming upWho:housekeeper,receptionist,concierge Working place:Front Office Housekeeping departmentService progress:Reporting the lost property1.Show sympathy 2.Ask for the details3.Leave the contact information4.Fill the formClaiming the Pro

2、perty 1.Putting numbered tags on the items found2.Fill in the lost reportThe details about the property The time and place find the propertyThe name of people who find the propertyThe place or the locker keeps the lost property3.Claim the propertyKey pointsWhen the guest reports a loss,the attendant

3、 should show the sympathy and try to comfort the guests by saying:当客人报失时，服务员要表示同情，安抚客人：Dont worry,well see to it immediately.不要担心，我们立刻帮您调查。Sorry about that,but we will try our best to help you.很抱歉，我们会尽全力帮助你。When you ask for the details of the lost property,you can use the following expressions:当你询问失

4、物的细节时，你可以使用以下表达方式：What is the brand of your watch/phone/wallet?你的手表/电话/钱包是什么品牌的？What color is it?什么颜色？Is it new?是新的吗？Is there any special tab on it?有什么特殊的印记在上面吗？Dont forget to ask the guests about the time they last saw their lost items and the places they had been.请不要忘记询问客人最后看见失物的时间，以及客人去过的地方。When

5、you need to respond to the guests request,you can use the following expressions:当你需要答复客人时，可以使用以下表达方式：We will look into it right away.我们马上调查。Ill give the feedback to you immediately.我会立刻给您反馈。When you have to know the guests personal information,you can say:当你需要知道客人的客人信息是，你可以说：May I have your name,pho

6、ne number and address?麻烦您告知一下您的姓名，电话号码和地址。Can I see your ID card?我可以看一下您的身份证吗？When the guest needs to fill the forms,you can say:当客人需要填写表格时，可以说：Could you fill in the lost report?您可以填写一下报失单吗？Do you mind finishing the request slip?麻烦您填写一下报失单。When you should mail the lost items to the guest,you should write the mailing address correctly.当您需要邮寄失物给客人时，你需要正确书写邮寄地址。Room number-Road-District-City-Zip code-Country门牌号-路-区-城市-邮编-国家