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1、單擊此處編輯母版標題樣式,單擊此處編輯母版文本樣式,第二級,第三級,第四級,第五級,*,學習情境一：前廳效勞英語,學習任務:門應效勞,Name:,Tom,Job:,Bellman,Responsibility:,To welcome guests at the hotel door and help guests with the luggage.,Contents,Learning Objectives 學習目標,1,Working Procedures 工作程序,2,Working Knowledge 工作知識,3,Hotel Task 酒店任務,4,5,Words and Express

2、ions,6,Activity,Learning,Objectives,學習目標,After finishing this task,you should be able to:,Handle bell service,Understand guests requests,Working Procedures,工作程序,Greet guests 問候客人,Open the door 開門,Go up and welcome guests 迎上并歡送賓客,Handle luggage carefully 小心搬運行李,Load luggage onto a luggage cart 將行李搬到行

3、李車上,Direct guests to the front desk 引導賓客到前臺,Working Knowledge,工作知識(1),1.How to handle luggage service,Greeting Guests,Hotel employees should greet guests in a warm and friendly manner.,酒店員工應該以熱情友好的方式問候賓客。,Unloading the Luggage,The bell attendants must offer assistance with luggage.,行李生要主動帶賓客拿行李。,Mov

4、ing the Luggage,When handling luggage,bell attendants should confirm the number of pieces of luggage.,在接受行李時，行李生要確認行李的件數。,Working Knowledge,工作知識(2),2.,Pay attention to say the proper sentences under the situations below.,Situation,Sentences Used,Ask the guest how many pieces are to be sent up,How ma

5、ny pieces of luggage do you have,Mr.,?,Ask the guest to describe the luggage,What does your luggage look like and what color is it?,Inquire if the guest has the luggage tag,Did you receive any luggage tag upon arrival,Mr.,?,Hotel Task,酒店任務,Suppose you are Tom,now youre going to help the guest with t

6、he luggage.Please perform the task according to the hints below with your partner.,角色A:你是George Brown,你早上坐出租車到達酒店。你共有三件行李，兩個行李箱和一個袋子。,角色B:你是行李生Tom，你幫Brown先生從出租車取出了行李,然后推出一輛行李車，送客人到前臺辦理入住登記。,Words to know,luggage/baggage,n.,行李 suitcase,n.,旅行箱,altogether,adv.,總共 handbag,n.,手提袋,piece,n.,片，件 put,vt.,放,l

7、uggage cart 行李車 help sb.with.幫某人做,Useful expressions,1.Helping the Guest with Baggage,幫助客人拿行李,(1)May I have you with your bags,sir?,(2)Let me carry the baggage for you.,(3)How many pieces of baggage do you have in all?,(4)Wait a moment,please.Ill get a baggage cart for you.,(5)Is there anything brea

8、kable or valuable in your baggage?,Useful expressions,2.Directing the Guest,指引客人,(1)Ill show you to the front desk.,(2)Let me show you to the front desk.,(3)Come this way,please.,(4)You first,please.,Activity,1.,Circle the words a good worker uses to help guests.,把優(yōu)秀員工在幫助客人時使用的句子勾出來。,Activity,I dont

9、 know.2.Ill find out for you.,3.Enjoy your stay 4.I cant do that.,5.How may I help you?6.Let me show you.,7.May I help you with that?8.Ill tell the front desk right away.,9.Its too much trouble.10.Dont ask me.,2.Look at the picture below and describe it with the given words.,看下面的圖片，并用給出的單詞描述圖片的內容。,luggage cart,put,bellman,suitcase,Activity,要成為一名優(yōu)秀的行李員，在效勞過程中應該注意以下細節(jié)：,Contact 與客人建立良好的接觸,Security 客人的平安,Information 給客人提供必要的信息,Sales 適時銷售酒店設施,Guest Satisfaction 讓客人滿意,Luggage 幫助客人運送行李,Hotel tips,Thank you！,