客戶服務(wù)(介紹房間設(shè)施;指路)綜述

BellService

Thebellservicehasthemostfrequentcontactwiththeguests.Thebellmangreetstheguestsatthegate,deliverbaggageandshowsthemtotheirrooms,introducessomehotelfacilitiesandroomfacilities,andrunserrandsfortheguests,suchascallingtaxisandmailingaletter…takingthebaggagedownMainServicesGreettheguestatthegateEscorttheguesttotheroomIntroducetheroomfacilitiesHelptheguestwithluggageHelptheguestgetaroundthehotelGreettheguestatthegate

問候Goodmorning/afternoon/evening.WelcometoHolidayInn.行李MayIhelpyouwithyourluggage?Letmehelpyouwithyourluggage.Allowme,sir.Leaveittome.Letmecarryitforyou.Howmanypiecesofluggagedoyouhave?Isthereeverything,sir?I’llbringaluggagecart.ButfirstI’llshowyoutotheFrontDesk.Thisway,please.帶客人到房間CanIshowyoutoyourroom?Youhavethreesuitcasesandonebriefcase.Isthatcorrect?MayIhaveyourroomnumber,please?Theelevatoristhisway.Afteryou,sir.(出電梯）Watchyourstep,sir.Andcomethisway,please.Hereweare.MayIhaveyourkeycard?MayIputyoursuitcaseshere?AnythingelseIcandoforyou?Ifyouneedanyhelp,pleaseletusknow.Enjoyyourstaywithus.向客人介紹房間設(shè)施房間內(nèi)設(shè)施blindsmini-barsuitcasestandsafefridgebed-headconsoleTVcontrolradiocontrollightcontrolremotecontrolbuttonknobtelephone/internetsocketdocumentationfolderroomservicemenuhotelstationery“What’son？”guidesinkshaverpointbottleopener介詞onover/aboveInfrontofattheendofbehindbetweenunderin/insideinthemiddleofnexttoontherightofontheleftofonthesideofoverhereisoverthereislistening請聽服務(wù)人員向客人介紹房間設(shè)備，寫出他所提到的房間的各個部分。

Describingpartsoftheroom

介紹房間內(nèi)的各項設(shè)備

1.There’sadocumentationfolderonthetable.2.There’ssomehotelstationeryinsidethefolderanda“what’son?”guidetoHongkong.3.Overhereisthebed-headconsole.Overthereistheremotecontrol.Describingthefunctionofapieceofequipment

4.Ithasthreebuttons.ThebuttonontheleftistocontroltheTV.Theoneinthemiddleisfortheradio.Theoneontherightisforthelights.Theknobturnsitonoroff.TheknobswitchesbetweenTVandvideo.

Describingpartsoftheroom

介紹房間內(nèi)的各項設(shè)備

5.There’sasmallfridgeunderthemini-bar6.Inthebathroomoverthesinkthere’sashaverpoint.There’ssshaverpointinthebathroom.7.onthesideofthedoorthere’sabottleopener.Helptheguestgetaroundthehotel

向客人指明酒店設(shè)施的位置

說明設(shè)施的位置

Ontheground/first/second/thirdfloorOnyourright/leftAttheendofthecorridor/halfwayalongthecorridorOverthere/hereOntheterrace

為客人指路

GostraightacrossthelobbyTakethelifttothethirdfloor.Turnleft/rightoutofthelift.Gostraightaheadoutofthelift.Listening1:為客人指路

(I:InformationClerk;G:Guest)G:Excuseme,couldyoutellmewherethe__________is,please?I:Certainly,sir.______________andthecoffeeshopis____________________.Youcan’tmissit.G:Thankyou.Whatabout_________?Where’sthat?I:The__________,sir?G:Yes.I:Ah,____________ison________floor.________outoftheliftandit’s_____________.G:Thankyouverymuch.I:You’rewelcome,sir.1theCoffeeShopGostraightacrossthelobbynexttotheliftonthelefttherestauranttheSkylightrestaurantthirdattheendofthecorridor.2theHealthCenterTakethelifttothethirdfloorGostraightoutoftheliftThehealthCenterisonyourright.BeautySalononthesecondfloorTurnoutoftheliftandit’sattheendofthecorridor.Listening3—為客人指路

G:Excuseme.C:Yes,sir?___________?G:Yes,where’s_________,please?Iknowit’sinthelobbysomewhere,butIcan’tfindit.C:___________,sir?It’sjust______________,sir.G:Ah,thankyou.Ididn’tseeitthere.C:You’rewelcome,sir.keyG:Excuseme.C:Yes,sir?CanIhelpyou?G:Yes,where’stheTourDesk,please?Iknowit’sinthelobbysomewhere,butIcan’tfindit.C:TheTourDesk,sir?It’sjustoverthere

nexttothestairs,sir.G:Ah,thankyou.Ididn’tseeitthere.C:You’rewelcome,sir.BaggageDeliveryTelephonetheBellCaptain’sDesk

接電話ThisistheBellCaptain’sDesk.MayIhelpyou?

客人要求行李搬運服務(wù)I’mgoingtocheckoutsoon,wouldyouaskabellmantopickmybaggage,please?詢問房號Certainly,Sir.MayIhaveyourroomnumberplease?答應(yīng)派人上來I’llsendabellmanimmediately.Couldyouwaitinyourroom,please?取行李行李員向客人說明來意I’vecomeforyourbags.細(xì)節(jié)Isthereanythingvaluableorbreakableinthem?交代Thisisyourclaimtag,Sir.We’llkeepyourbagsattheBellCaptain’sDesk.Couldyoupickthemupthereplease?practiceGuest:You’regoingtocheckout.Youtelephonetheroomservicetosendabellmantopickupthebaggage.Yourroomnumbe