新職業(yè)英語(yǔ)酒店英語(yǔ)Unit 3（課堂PPT）

1、中國(guó)勞動(dòng)關(guān)系學(xué)院高等職業(yè)技術(shù)學(xué)院Unit 3 Bell ServiceWarming-upReadingListeningSpeaking4123Writing5Project6 Vocabulary and Structure78Listening Script Task 1 Match the services with their corresponding pictures. ABCDEOrdering a taxiBooking theater tickets Doing bell service Offering tourist information Arranging a to

2、ur bus Unit 3 Bell Service Task 2 Write each of the words under its corresponding picture. trunk tag cart luggage lift lobbylobby trunkluggagetagcartliftUnit 3 Bell Service Task 3 What specific positions are included in the concierge section? What is the main duty for each position? Position Duty 1.

3、 2. 3. hotel representative bellman doormanreceiving guests at the airportcarrying luggage for guestsstanding outside the gate welcoming guests.Unit 3 Bell ServiceTask 1 Try to answer the following questions before you read the passage.1. What duties does the concierge perform?2. Do you know any spe

4、cial service that the concierge may provide?ReadingUnit 3 Bell ServiceReading The main duties of the concierge are doing bell service and providing information service.Suggested Answers1. What duties does the concierge perform?Unit 3 Bell ServiceReading The concierge may give directions to tourist a

5、ttractions, book plane tickets for guests, rent cars and order taxis for guests.Suggested Answers2. Do you know any special service that the concierge may provide? Unit 3 Bell ServiceConcierge 1 Concierge service is a common practicethroughout the hotel. As many guest serviceshave become computerize

6、d and standardized,concierge service often provides special attention a guest would not otherwise receive. Thus most star-rated hotels are stressing great importance on concierge service.ReadingUnit 3 Bell ServiceConcierge 2 The basic duties of the concierge staff are to do bell service and to atten

7、d to guests special needs which are not provided by the hotel. ReadingUnit 3 Bell ServiceConcierge 3 In doing bell service the concierge attends the guests from their first step into the hotel to the final room destination. On the guests arrival, the bellman carries their luggage from the car. He le

8、aves the luggage on the lobby floor until the guests finish registering. Then the bellman accompanies the guests with the luggage to the guest room. Once inside the room, the bellman checks the facilities and cleanliness in the room. He will also explain some special features of the hotel, and show

9、how to use certain facilities. Normally the bellman points out some self-service items especially, for example, the minibar or the in-room safe, in case unnecessary dispute arises when the guests check out. ReadingUnit 3 Bell ServiceConcierge 4 Besides the bell service, the concierge also provides i

10、nformation service. They should know the surrounding community as well as the hotel very well. Usually the concierge provides directions and information about local attractions and facilities. Actually the concierge assists guests with a lot more tasks like making restaurant reservations, arranging

11、for car rentals, booking tickets to special events and assisting with various sightseeing arrangements.ReadingUnit 3 Bell ServiceConcierge 5 As can be seen above, the concierges job is playing a more and more important role in providing quality service for guests. A concierge needs to be able to do

12、a number of tasks with great efficiency and perhaps at the same time. Thus it is a challenging job to be a qualified concierge.ReadingUnit 3 Bell Servicethroughoutprep. 遍及地區(qū)；遍及場(chǎng)所e.g. The museum is open daily throughout the year. 這個(gè)博物館一年到頭每天都開(kāi)放。Readinge.g. Although it is a small company, it has succe

13、ssfully sold its products throughout the world. 雖然這家公司很小，但是它成功地把它的產(chǎn)品推銷(xiāo)到世界各地。Unit 3 Bell Servicestressv. 強(qiáng)調(diào)e.g. As a teacher, he stressed the importance of a good education. 作為一名教師，他強(qiáng)調(diào)教育的重要性。e.g. The supervisor stressed that the bellmen must welcome the guest with a smile. 主管強(qiáng)調(diào)，行李員應(yīng)該必須對(duì)客人笑臉相迎。Reading

14、Unit 3 Bell Serviceattend to 處理e.g. The manager needs to attend to this matter immediately. 經(jīng)理應(yīng)該馬上處理此事。e.g. I have some urgent business to attend to. 我有一些緊急事情要處理。ReadingUnit 3 Bell Serviceaccompanyv. 陪伴；伴同e.g. I must ask you to accompany me to the police station to clarify the matter. 我必須讓你陪我去警察局澄清此

15、事。e.g. The superstar is always travelling accompanied by a dozen of body guards. 這個(gè)明星出行時(shí)總是有很多保鏢相隨。ReadingUnit 3 Bell Servicedisputen. 爭(zhēng)執(zhí)；爭(zhēng)端e.g. The managers were talking with some worker leaders about the pay disputes. 經(jīng)理們正在與幾名工人領(lǐng)袖討論有關(guān)工資糾紛之事。e.g. We have the right to know the result of the dispute o

16、ver working hours. 我們有權(quán)利知道有關(guān)工作時(shí)間爭(zhēng)議的結(jié)果。ReadingUnit 3 Bell Servicearisev. 發(fā)生e.g. A new crisis has arisen in the small country. 這個(gè)小國(guó)又出現(xiàn)了新的危機(jī)。e.g. No injuries arose from the road accident. 在這次交通事故中沒(méi)有人員傷亡。ReadingUnit 3 Bell Servicesurroundingadj. 周?chē)膃.g. Three teams of villagers set out to look for the m

17、issing children in the surrounding areas. 村民們分成三隊(duì)去附近地區(qū)尋找失蹤的孩子。e.g. Leaflets had been given to the people in the surrounding community. 周?chē)纳鐓^(qū)已經(jīng)發(fā)放了傳單。 ReadingUnit 3 Bell Servicechallengingadj. 有挑戰(zhàn)性的e.g. The teacher was astonished to hear such challenging questions raised by that quiet boy. 這個(gè)老師非常驚訝，那個(gè)

18、安靜的男孩竟然會(huì)提出如此有挑戰(zhàn)性的 問(wèn)題。e.g. What Im looking for is a really challenging job. 我想要一份真正具有挑戰(zhàn)性的工作。 ReadingUnit 3 Bell Servicequalifiedadj. 有資格的；適合的e.g. Shes well qualified for the job considering her education background. 考慮到她的教育背景，她非常適合這份工作。e.g. We need a qualified person to be the leader. 我們需要一個(gè)有資格的人來(lái)當(dāng)領(lǐng)導(dǎo)

19、。ReadingUnit 3 Bell Service禮賓員禮賓員1 禮賓服務(wù)是酒店業(yè)普遍設(shè)置的服務(wù)。由于很多酒店服務(wù)已經(jīng)變得計(jì)算機(jī)化和標(biāo)準(zhǔn)化，禮賓服務(wù)經(jīng)常給予客人從其他途徑無(wú)法得到的特殊關(guān)注。因此，許多星級(jí)酒店都十分重視這一服務(wù)。ReadingUnit 3 Bell Service禮賓員禮賓員2 禮賓處員工的基本職責(zé)是提供行李服務(wù)以及滿足客人提出的超越酒店經(jīng)營(yíng)范圍的各種特殊要求。ReadingUnit 3 Bell Service禮賓員禮賓員3 行李服務(wù)從禮賓員迎候客人開(kāi)始，直到客人最后入住客房結(jié)束?？腿艘坏?，行李員就將其行李從車(chē)上搬進(jìn)酒店。在客人辦完登記入住手續(xù)前，行李應(yīng)放在大堂內(nèi)。然后，

20、行李員提著行李，陪同客人到客房。進(jìn)房后，行李員首先檢查房?jī)?nèi)設(shè)施和客房的清潔情況。他還會(huì)介紹本酒店的某些特色服務(wù)，并告知客人如何使用房?jī)?nèi)的某些設(shè)施。通常情況下，行李員會(huì)特別指出一些自助服務(wù)設(shè)施的使用，如迷你吧或保險(xiǎn)柜，以避免客人在結(jié)賬離店時(shí)產(chǎn)生不必要的分歧。ReadingUnit 3 Bell Service禮賓員禮賓員4 除了行李服務(wù)，禮賓員還為客人提供信息服務(wù)。他們必須熟悉酒店和周邊社區(qū)的情況，因?yàn)樗麄兘?jīng)常要告知客人去當(dāng)?shù)氐穆糜尉包c(diǎn)和某些設(shè)施的路線，并提供相關(guān)的信息。實(shí)際上，禮賓員為客人提供更多的其他服務(wù)，如餐廳預(yù)訂、租車(chē)、特殊活動(dòng)的訂票工作、安排各種旅游活動(dòng)。ReadingUnit 3 B

21、ell Service禮賓員禮賓員5 由此可見(jiàn)，禮賓服務(wù)在為客人提供優(yōu)質(zhì)服務(wù)中發(fā)揮著越來(lái)越重要的作用。禮賓員需要高效且同時(shí)完成多個(gè)任務(wù)。所以，要成為一名合格的禮賓員具有極大的挑戰(zhàn)性。ReadingUnit 3 Bell ServiceTask 2 Read the passage and tick off the duties of the concierge mentioned in the passage.Reading doing bell service offering information service carrying luggage for guests helping g

22、uests finish checking in introducing hotel services demonstrating how to use certain facilities in the guest room booking tickets renting vehicles for guests selling hotel products taking guests on sightseeing tours suggesting nightclubs picking up guests from airportUnit 3 Bell ServiceTask 3 Read t

23、he passage again and put the steps in the job procedure of the bellman in the correct order.ReadingA. Showing the guest into his/her roomB. Waiting for the guest until he/she finishes checking inC. Carrying luggage for the guestD. Checking room cleanlinessE. Introducing room facilities and hotel ser

24、vices Correct order: _ C B A D E Unit 3 Bell ServiceTask 4 Match each of the following English phrases with its Chinese version. Readinga. common practice b. special features c. self-service items d. local attractions e. car rentals f. quality service g. a challenging job h. a qualified concierge A.

25、 汽車(chē)租賃汽車(chē)租賃B. 優(yōu)質(zhì)服務(wù)優(yōu)質(zhì)服務(wù)C. 通常做法通常做法D. 有資格的禮賓員有資格的禮賓員E. 特色特色F. 當(dāng)?shù)鼐包c(diǎn)當(dāng)?shù)鼐包c(diǎn)G. 自助項(xiàng)目自助項(xiàng)目H. 有挑戰(zhàn)性的工作有挑戰(zhàn)性的工作 Key: a-C b-E c-G d-F e-A f-B g-H h-DUnit 3 Bell Servicebell serviceoffering tourist informationordering a taxi arranging a tour bus introducing hotel service Dialog 1Dialog 2Dialog 3Dialog 4Dialog 5Task 1

26、Listen to five short dialogs and decide what each dialog is about and mark () where appropriate.ListeningUnit 3 Bell ServiceTask 2 Mr. Williams is asking the bellman about some hotel services after he has finished checking in. Tick off the services mentioned in the conversation.ListeningChinese rest

27、aurant Western restaurant business center copying service meeting service information service Unit 3 Bell ServiceBellman (B): Mr. Williams, your room is on the 10th floor. Heres the lift. After you, sir.Mr. Williams (W): Thank you. Can I ask you some questions?B: Please feel (1) _ to ask.W: I hear C

28、hinese food is delicious. Can you (2)_ some nice restaurants?B: Sure. Actually theres a very nice Chinese restaurant in our hotel on the second floor. There you can (3) _ different Chinese food.Task 3 Listen to the conversation in Task 2 again and fill in the blanks with the words or expressions pro

29、vided in the box.Listeningcopying recommend free faxing try luggage stand business center Information Desk Unit 3 Bell ServiceW: Sounds great. Ill go there. And have you got a (4) _ ? Ill have a lot of paperwork to do, you see. W: Yes. Its on the first floor. It provides all necessary services such

30、as (5) _ and printing, translating and (6) _ .W: Great. I guess Ill have a relatively easy time here with the help of the staff in the business center here. By the way, where can I get a brochure of your hotel?B: You can get it from the (7) _in the lobby. Oh, here we are. This is your room, Mr. Will

31、iams. Where should I put your luggage?W: Just leave it on the (8) _. Thank you very much for your help. And this is for you.B: Thank you, Mr. Williams. Hope youll enjoy your stay.copying recommend free faxing try luggage stand business center Information DeskListeningKey Unit 3 Bell ServiceKey(1) fr

32、ee (2) recommend (3) try (4) business center(5) copying (6) faxing(7) Information Desk (8) luggage standTask 3 Listen to the conversation in Task 2 again and fill in the blanks with the words or expressions provided in the box.ListeningUnit 3 Bell ServiceTask 4 A guest calls the concierge desk askin

33、g for help of picking up his luggage. Listen to the conversation and fill in the form with the information you hear.ListeningDavid Green 80111:30Two suitcases Unit 3 Bell Servicev 1. The bellman helps the guest pack his luggage. v 2. The guest carries the handbag himself because theres probably some

34、thing valuable in the bag. v 3. The guest will be able to get his luggage with the claim tag. v 4. The bellman stores the guests luggage at the Front Desk before he picks it up. Task 5 Listen to the conversation in Task 4 again and decide if the following statements are true (T) or false (F).Listeni

35、ngFTTFUnit 3 Bell ServiceSpeakingTask 1 Read and practice the conversation in pairs.Unit 3 Bell ServiceSpeakingTask 1 Read and practice the conversation in pairs.Unit 3 Bell ServiceSpeakingTask 2 Mr. Lee arrives at Hyatt Hotel. The bellman comes over to help him with his luggage. Make up a conversat

36、ion similar to the one in Task 1 with the expressions given in the box, and then act it out in pairs.Suggested SampleWelcome to Hyatt Hotel.So youve got four pieces of luggage altogether?Your room is on the 10th floor.Every room is equipped with broadband Internet.Anything else I can do for you?Its

37、all in the trunk.Do you have Internet access in the guestroom?Is the Internet service free of charge?No more. Thank you very much.Unit 3 Bell ServiceSuggested Sample Bellman (B): Good morning, sir. Welcome to Hyatt Hotel.Guest (G): Good morning. Thank you.B: Do you have any luggage?G: Yes. Its all i

38、n the trunk.B: So youve got four pieces of luggage altogether?G: Yes. Thats right.B: Let me get a luggage cart for you. Please wait a second Sorry to have kept you waiting. This way to the Front Desk, please. Ill show you to your room soon after you finish checking in.G: Thanks.SpeakingUnit 3 Bell S

39、erviceSuggested Sample B: Mr. Lee, your room is on the 10th floor. This way to the lift, please.G: Can I ask you a question? Do you have Internet access in the guestroom?B: Yes. Every room is equipped with broadband Internet. Youll find it very convenient to do business online.G: Great. By the way i

40、s the Internet service free of charge?B: Yes, its free of charge. Here we are. May I have your key card, please? Let me open the door. This is your room, Mr. Lee. Heres your key card. Anything else I can do for you?G: No more. Thank you very much.B: Youre welcome. Have a good rest.SpeakingUnit 3 Bel

41、l ServiceSpeakingTask 3 The bellman is introducing some services that Mr. and Mrs. Williams are interested in. The sentences in the following box are what the bellman introduces. Think about how Mr. and Mrs. Williams ask about these services, and then act out the conversation between the couple and

42、the bellman.We have a large swimming pool. After a swim, you can take a massage. Our beauty parlor is on the second floor. Their service enjoys a good reputation among the lady guests. At the end of your stay if you want to buy some souvenirs, you can go to the shop beside the lobby. Suggested Sampl

43、eUnit 3 Bell ServiceSuggested Sample Bellman (B): Welcome to Shangri-La Hotel, sir and madam.Mr. Williams (Mr.): Thanks.B: Let me carry the luggage for you.Mr.: Thank you.B: Are you here on business or on holiday?Mr.: Were here on business. By the way, what can we do after a busy and tiring day?B: O

44、h, we have a large swimming pool. After a swim, you can take a massage.Mr.: Sounds great. I suppose the massage will be very relaxing.B: Right you are sir.Mrs. Williams (Mrs.): Do you have a beauty parlor?SpeakingUnit 3 Bell ServiceB: Yes. Our beauty parlor is on the second floor. Their service enjo

45、ys a good reputation among the lady guests.Mrs.: Great. Ill have my hair done this evening. By the way, wed like to buy something for our children. Can you suggest some places?B: Sure. At the end of your stay, if you want to buy some souvenirs, you can go to the shop beside the lobby.Mrs.: Thatll be

46、 very convenient.B: Yes. Here we are. This is your room. Anything else I can do for you, sir and madam?Mr.: No. Thank you for your help.B: Youre welcome. Enjoy your stay with us. Goodbye.Mr. & Mrs.: Goodbye.SpeakingUnit 3 Bell ServiceSuggested Sample SpeakingTask 4 Role-play the following situation

47、according to the information provided in the following boxes. Bellman: Greet and welcome the guest.Confirm and carry the luggage.Show the guest to the Front Desk.Get to the guestroom.Introduce the swimming pool andChinese restaurant.Say goodbye to the guest.Mr. Williams: Greet.Thank the bellman for

48、carrying the luggage.Finish registration.Ask about some services in the hotel,such as swimming pool and Chineserestaurant.Get to the guestroom.Express thanks.Suggested SampleUnit 3 Bell ServiceSuggested Sample Bellman (B): Good evening, sir. Welcome to Shangri-La Hotel.Guest (G): Thank you.B: Do you

49、 have any luggage?G: Yes. Its all in the trunk.B: So youve got four pieces altogether?G: Yes. Thats correct.B: Let me carry the luggage cart for you. This way to the Front Desk, please. Ill show you to your room soon after you finish checking in.G: Thanks.B: Mr. Green, your room is on the 11th floor

50、. This way to the lift, please.G: I enjoy swimming. Do you have a swimming pool?SpeakingUnit 3 Bell ServiceSuggested Sample B: Yes. We have an indoor pool and an outdoor one. The outdoor pool is especially good. You can enjoy fresh air there.G: Sound interesting. Ill go there. And I hear Chinese foo

51、d is delicious. Do you have a good restaurant here?B: Sure we do. Theres a Chinese restaurant on the second floor. There you can try different but delicious food. Here we are. May I have your key card, please? Let me open the door.B: This is your room, Mr. Green. Heres your key card. Anything else I

52、 can do for you?G: No more. Thank you very much.B: Youre welcome. Have a good rest.SpeakingUnit 3 Bell ServiceWritingTask 1 Mr. Williams plans to spend his 10th wedding anniversary with his wife in Shangri-La Hotel. He writes an email to the concierge inquiring about necessary information. Read this

53、 email.Unit 3 Bell ServiceWritingTask 2 The following is the reply email that the concierge sends to Mr. Williams. Please complete the mail with the words and phrases given below.Unit 3 Bell ServiceWritingTask 2 The following is the reply email that the concierge sends to Mr. Williams. Please comple

54、te the mail with the words and phrases given below.Unit 3 Bell ServiceWritingTask 2 The following is the reply email that the concierge sends to Mr. Williams. Please complete the mail with the words and phrases given below.Suggested AnswersUnit 3 Bell ServiceWritingSuggested Answers (1) located (2)

55、close (3) shuttle (4) free of charge(5) at your request (6) heated (7) view (8) selected(9) experience (10) brochure (11) freeUnit 3 Bell ServiceProjectProject GuidelinesThis project aims to go through the process of bell service the concierge mainly offers. The whole task is divided into three step

56、s. Step One focuses on a research of the features and services of a local five-star hotel. Step Two gives a presentation of the special features and services of the hotel. Step Three calls for a complete role-play of the bell service. Please follow the Task Description to complete the project.Unit 3

57、 Bell ServiceProjectTask DescriptionStep One Organize small groups of 3 or 4 students in your class. Look up information on a local five-star hotel, including its location and general introduction. Focus on the special features of the hotel, e.g. recreational facilities, restaurants, guest rooms, et

58、c.Unit 3 Bell ServiceProjectTask DescriptionStep Two Work in the same group. Make a thorough investigation on two or three special features or services of thehotel. Choose one student in each group to give a presentation of the features you workedon in Step One; use multimedia aid if possible.Unit 3

59、 Bell ServiceProjectTask DescriptionStep Three Work still in the same group. Prepare a role-play of the whole procedure of the bell service. Use the information of special features of the hotel you obtained in Step One and Step Two when the bellman introduces hotel services.Unit 3 Bell ServiceVocabu

60、lary and StructureTask 1 Match the words in the box with their definitions.sightseeing bellman concierge arise stress_ _ _ _ _ a man employed in a hotel to carry bags for people a person in a hotel whose job is to help guests by giving them information and arranging theater tickets, etc. to emphasiz