第三章礼宾服务chapter-3Concierge-Service教案资料课件.ppt

1、Unit 3 Objectives1Warming-up Activities2Post Introduction3Vocabulary4Action Learning 7Reading 8Useful Sentences5Dialogue6Unit ThreeOffer concierge service for guests Warming-up ActivitiesMatch the duties on the left with the corresponding pictures on the right.handling luggage making dining reservat

2、ions Warming-up Activitiespicking up guests at the airportarranging transportationWarming-up ActivitiesvQuestions for DiscussionvHave you ever enjoyed good concierge service at a hotel?What do you think of the importance of a concierge?vWhat do you know about concierge service Les Clefs dOr(金钥匙组织金钥匙

3、组织)?(open)The Concierge serves a valuable function in larger,and sometimes more upscale,hotels.The ideal Concierge should be friendly,outgoing,helpful,courteous,knowledgeable,and professional.The Concierge has numerous duties.These may include,but are not limited to:Concierge ServicevHandling baggag

4、e for hotel guestsvProviding hotel-specific informationvSupplying directionsvSecuring the services of outside companies,such as for:picking up guests at the airportmaking bookingsarranging travelinforming guests of local services availabledelivering mailvSuggesting local hotspots and entertainment,s

5、uch as:restaurantstourist and sightseeing attractionsshopsnightlifetheaters and showssporting eventsvIn the service industry,the word“concierge”was first used by Mr.Ferdinand Gillet,who founded Les Clef dOr in Paris,France in 1929.Les Clef dOr(pronounced:“lay clay door”),is the oldest surviving pers

6、onal,professional,international network service-industry organization in the world.It has no religious or political affiliation,but is solely focused on a genuine desire to serve hotel guests around the world.vLes Clefs dOr boasts more than 5,000 concierge members located in more than 40 countries w

7、orldwide.Their motto,“There will be,in every country,Clefs dOr members who are able to continue with our mission:to be of service to our profession,and the hotel and tourist industry,”speaks of their commitment to guest-service and satisfaction.Yearly,Les Clefs dOr organizes and sponsors a global co

8、ngress whose goal is to their brand and service-oriented network development through friendship,cooperation,education,and training.Questions for DiscussionvWhat should an ideal Concierge be like?vWho found Les Clefs dOr?Please introduce the organization.Vocabulary StudyVocabulary StudyUseful Sentenc

9、esSituational Dialogue Task Practice任务操练任务操练Challenges问题挑战问题挑战Solutions探索解决探索解决Task PracticeTask PracticeTask PracticeRole-play Samplev(C:Concierge G:Guest)vG:Excuse me,could I ask you something?vC:Yes,of course.You are more than welcome to do so.What is it?vG:Well,I am planning to take a friend of

10、mine to dinner.You see,we both love Chinese dishes.Im wondering if you could recommend to me a good local restaurant where I can find some good local dishes.v C:Well,if local dishes are what you are looking for,there is no other place in the whole city thatll please your appetite better than the Huj

11、in Restaurant.The restaurant serves very good local dishes.v G:How far is it from here?v C:Its located on the Bayi Road,Wuchang District.It is quite a distance from our hotel.I would suggest you take a taxi.v G:Shall I make a reservation for the dinner?v C:That will be good.The restaurant usually is

12、 crowded with clients at nights.vG:OK,well go there by taxi.But do you mind writing down the name of the restaurant on this piece of paper for us so that I can show it to our taxi driver?v C:No,not at all.Here you are.v G:Can you make a reservation for us?v C:My pleasure.v G:Thank you.One last thing

13、,do you have any idea how much we should pay the taxi driver for the trip?v C:Twenty-five yuan would be plenty to cover it.Thats about three U.S.dollars.v G:Thank you for your information.v C:Its my pleasure.Have a good time!Listening PracticeKeys v1)Arrange a bus to send them to the airport.v2)Acqu

14、ire necessary information about the guests request,e.g.the number of people in the group,the time to leave,etc.to arrange for guests.Tape Script:v Limousine Servicev(C:Concierge G:Guest)vG:Well leave this afternoon.Ive just come to say goodbye.vC:I hope you enjoyed your stay.vG:It was great,thanks.W

15、eve had a very nice time.vC:Where are you going?vG:Were off to the airport.Can you arrange a bus to send us to the airport?vC:Yes,I can.When does your plane leave?vG:It goes at 5:30,but I like to get to the airport with plenty of time.vC:How many people are there in your group?vG:There are 8.vC:It t

16、akes about one hour to go to the airport.When do you like to leave?G:How about 3:00?vC:Thats OK.A bus will wait for all of you at 2:45 at the entrance.And two bellmen will help with your luggage.vC:Thatll be fine.Thank you.vG:You are welcome.I hope you have a good trip.Challenges and SolutionsvWhat

17、should the Bellman say when he opens the car door for the guest?vSolutions:va)Please be careful as you step down.vb)Watch your step while stepping down,please.vHow should the Bellman direct the guests to park their cars?vSolutions:vYou can say:va)The parking area is at the end of the hotel drive.vb)

18、Please park your car around the corner.vWhat should the Bellman say to guests who have checked out and are leaving the hotel?vSolutions:va)I hope you have enjoyed your stay with us.vb)We hope you have a nice journey.Goodbye.vc)We look forward to seeing you again.vHow should you help the guests to st

19、ore their luggage?vSolutions:va)Ask the guest if there any valuables in it and,if so,deposit the valuables at the front desk.vb)Place a tag with the words,“Handle With Care”on any luggage that may be fragile.vc)Check the bags to make sure they are in good condition.If there is any damaged luggage,no

20、tify the guest and indicate there was previous damage on the luggage claim tag.vd)Ask the guest to sign his name on the luggage slip.ve)Ask the guest to keep the receipt and present it when he comes to claim his luggage.vHow should you escort guests to their room?vSolutions:va)Ask the guest if he ne

21、eds you to show him to the room,and if he requires assistance with his luggage.vb)After entering the room,ask the guest where he prefers for you to place the luggage.vc)Give a brief introduction to the room.vd)Be prepared to answer any of the guests questions concerning the room or the city.ve)Ask t

22、he guest if he has any other questions,and then wish him a pleasant stay at the hotel.vHow do you receive a guest at the airport?vSolutions:va)Identify the guest and then introduce yourself.(Ex.:“Excuse me,but are you Mr.Smith?Im Li Yan from the Great Wall Hotel.Im here to meet you.How do you do?”)v

23、b)Offer to help with the guests luggage.(Ex.:“Let me take your suitcase.”)vc)Escort the guest to the hotel car or limousine,then drive the guest to the hotel.vHow do you book flight tickets for guests?vSolutions:va)Ask the guest for his departure day,departure time,return date(if applicable),the num

24、ber of tickets needed,and the seat class desired,etc.Then,according to their demands and schedule,choose the proper flight for the guest.vb)Find out the guests contact information:name,room number,telephone number,etc.vc)Let the guest know the time that he may pick up his ticket.Culture ExtensionExe

25、rcise 1:Multiple Choices1.What is the main idea of this passage?_vA.It is not customary to telephone someone in the morning and in sleeping hours in the U.S.vB.The role of time in Social life over the world.vC.If people are not promptthey may be regarded as impolite or not fully responsible in the U

26、.S.vD.Not every country treats the concept of time as the same.vAnswer:B v2.What does it mean in the passage if you call someone during his or her sleeping hours?_vA.A matter of work.vB.A matter of 1ife or death.vC.You want to see him or her.vD.You want to make an appointment with him or her.vAnswer

27、:B3.Which of the following time is proper if you want to make an appointment with your friend?_A.at 7:00a.m.B.at 4:00p.m.C.at the midnight.D.at 4:00a.m.Answer:B4.Which of the following statements is true according to the passage?_ A.In the U.S.A.guests tend to feel they are highly regarded if the in

28、vitation to a dinner party is extended only three or four days before the party date.B.There is no misunderstanding arising between people from different cultures about the concept of time C.It may be considered foolish to make an appointment well in advance in the U.S.A.D.Promptness is valued highl

29、y in American lifeAnswer:D 5.From the passage we can safely infer that _.A.its a matter of life or death if you call someone in day time B.the meaning of time differs in different parts of the world C.it makes no difference in the U.S.whether you are early or late for a business party D.if a person is late for a date，he neednt make some explanation Answer:BvExercise 2:Discuss the Following QuestionsDo you have a strong sense of time?Are you often late for classes?What do you think of the role of time in your future work?v(open)