新职业英语1酒店英语--Unit-4(课堂PPT).ppt

,酒店英语,*,酒 店 英 语,ENGLISH FOR CAREERS,新职业英语,中国劳动关系学院高等职业技术学院,Unit 4,Information Desk,新职业英语,酒 店 英 语,Unit 4 Information Desk,Warming-up,Reading,Listening,Speaking,4,1,2,3,Writing,5,Project,6,Vocabulary and Structure,7,Listening Script,8,Task 1,Match the scenic spots in the box with their,corresponding pictures.,Oriental Pearl Tower,Temple,of Heaven,Birds,Nest,Tiananmen Square,Water,Cube,Potala,Palace,Unit 4 Information Desk,Task 2,Write the Chinese names for the following,scenic spots.,A.Ming Tombs,B.Yangtze River,C.Emperor Qin,s Terracotta Warriors and Horses,D.Lama Temple,E.Shanghai World Expo Park,F.China,s National Grand Theatre,G.Pyramid,H.Eiffel Tower,J.Statue of Liberty,_,_,_,_,_,_,_,_,_,明十三陵,长江,秦始皇兵马俑,雍和宫,上海世博园,中国国家大剧院,金字塔,艾菲尔铁塔,自由女神像,Unit 4 Information Desk,Task 3,Work in groups of four.Each student makes a brief,introduction of his/her favorite place of interest.,Ask some students to introduce their favorite places,to the whole class.,Suggested,answers,The Temple of Heaven is located in southern,Beijing,just 3 kms from the center of Beijing.It,was built in 1420 in Ming Dynasty.The temple,was where emperors went to worship heaven for,good harvests.It has a large area of 2.7 million,square meters.The temple consists of several,halls as altars to pray for good harvests.There,you can enjoy beautiful scenery and the,solemnity of the buildings.,Unit 4 Information Desk,Task 1,Try to answer the following questions before,you read the passage.,What qualities do you think a concierge,should possess,?,2.What does the Golden Keys refer to,?,Where did it come from,?,Reading,Unit 4 Information Desk,Reading,A concierge should be knowledgeable about the,surrounding community and the hotel facilities and,services.He should also be patient and prudent in,carrying out tasks.Another important quality is being,warm-hearted to help guests.,Suggested Answers,1.What qualities do you think a concierge,should possess?,Unit 4 Information Desk,Reading,The Golden Key refers to the concierges who,are professional and experienced in their own,field.They belong to a professional organization,called International Concierge Organization.It,originated from France.,Suggested Answers,2.What does the Golden Keys refer to?,Where did it come from?,Unit 4 Information Desk,Qualities of a Concierge,1,A concierge usually works as part of the front office team within a hotel.His job is to create a,positive,first,impression,of the hotel for guests,making their stay or visit more comfortable.To be a qualified concierge,he needs to,possess,some,essential,qualities and skills.,Reading,Unit 4 Information Desk,Qualities of a Concierge,For example,a good concierge should be familiar with his surroundings.At least he has to know the,basics,the restaurants,the clubs,the theaters,and be able to recommend places to guests on request.Secondly,a concierge needs to be patient because he may,carry out,more than one task at the same time.He might be showing one guest to the reception desk while another guest comes up for theater ticket bookings.,Reading,Unit 4 Information Desk,Qualities of a Concierge,Good communication skills are another quality for a concierge.He should be interested in meeting people and have a desire to help them.,Problem-solving,is also a key quality for a concierge.He needs to be able to solve problems that a guest,encounters,in a,professional,and efficient manner.,Reading,Unit 4 Information Desk,Qualities of a Concierge,2,In order to ensure the above qualities,and of course many other qualities,a professional organization for concierges was formed in France in October 1929 by Ferdinand Gillet,which was called Les Clefs dOr,meaning the Golden Keys.The Golden Key refers to an experienced concierge who stands behind the service booth in suit or tailcoat every day,ready to settle all the questions,put forward,by the guests.You can recognize the Golden Keys by the keys on the lapels on their uniforms.,Reading,Unit 4 Information Desk,Qualities of a Concierge,These crossed golden keys are more than just the symbol of the organization;they are the symbol of qualified and standardized service.The Golden Keys,who have received professional training,find joy in giving guests pleasant surprise and thus find their own value of life in serving others.,Reading,Unit 4 Information Desk,positive,adj.,正面的；积极的,e.g.On the positive side,the patient can move her fingers.,从好的方面看，这个病人能够活动她的手指了。,e.g.Its very important for a family to have a positive influence on,the children.,家庭对孩子产生积极的影响是非常重要的。,Unit 4 Information Desk,Reading,impression,n.,印象,e.g.My first impression of him is favorable.,我对他的第一印象不错。,e.g.I got a bad impression of Lindas boy friend because of his bad,table manners.,我对,Linda,的男友印象不太好，因为他吃饭时没规矩。,Unit 4 Information Desk,Reading,possess,v.,拥有；具有,e.g.Im afraid he doesnt possess a sense of humor.,恐怕他不具有幽默感。,e.g.,In China youre not allowed to possess guns.,在中国你不能拥有枪支。,Unit 4 Information Desk,Reading,essential,adj.,必不可少的；重要的,e.g.Experience is essential for this job.,做这份工作经验非常重要。,e.g.,Its essential to complete the task within a team.,团队合作完成这项任务是必要的。,Unit 4 Information Desk,Reading,basics,n.,基本要素；基本情况,e.g.As a member of this hotel,you must know the basics of this,hotel,like the services we offer and the locations of facilities.,作为酒店的一员，你必须了解酒店的一些基本情况，如我们,提供的服务以及各种设施的地点。,e.g.Some schools lack money for basics like books and pencils.,有些学校缺少资金购买书本、铅笔之类的基本用具。,Unit 4 Information Desk,Reading,carry out,完成；实现；进行,e.g.The police are carrying out investigations on the,murder.,警方正对这起谋杀案展开调查。,e.g.,It was pathetic that nobody had carried out the,presidents order.,可悲的是没有人执行董事长的命令。,Unit 4 Information Desk,Reading,problem-solving,n.,寻求答案；解决问题,e.g.Teachers should teach students problem-solving skills rather,than facts.,教师应该培养学生解决问题的能力而不是教他们背诵事实。,e.g.,The young man possessed very good problem-solving skills.,这个年轻人有着良好的解决问题的能力。,Unit 4 Information Desk,Reading,encounter,v.,遇到,e.g.Freshmen are likely to encounter some difficulties in the first,few weeks in college.,大一新生在上大学的头几个星期里很可能会遇到困难。,e.g,.,These are the weird things I have encountered in your,company.,这些就是我在你公司遇到的咄咄怪事。,Unit 4 Information Desk,Reading,professional,adj.,职业的,;,专业的,e.g.I really treasure this opportunity of professional development.,我针对很珍惜这次职业发展机会。,e.g.,The manager dealt with the guests complaints in a highly,professional way.,经理处理那位客人的投诉非常专业。,Unit 4 Information Desk,Reading,put forward,提出,e.g.Today were going to discuss the plan that the Front Office put,forward.,今天我们将讨论前厅部提出的计划。,e.g.,We should value the suggestions put forward by the guests.,我们应该重视客人提出的建议。,Unit 4 Information Desk,Reading,礼宾员的素质,1,通常情况下，礼宾员隶属于酒店的前厅部。礼宾员的工作是使酒店在客人心目中留下正面的第一印象，使他们舒适地入住酒店。要想成为一名优秀的礼宾员，他需要具备一些重要的素质和能力。,Unit 4 Information Desk,Reading,礼宾员的素质,例如，一名优秀的礼宾员应该熟悉周围的环境，至少应该知道最基本的设施，如餐馆、俱乐部、剧院，并能够根据客人的要求进行推荐。其次，礼宾员应该有耐心，因为他可能要同时完成多项任务。比如，他可能在引导一位客人到前台登记时，另一位客人过来询问剧院订票事宜。,Unit 4 Information Desk,Reading,礼宾员的素质,良好的人际交往能力是优秀礼宾员需要具备的另一种重要素质。他应该善于与人交往，乐于助人。解决问题的能力也是礼宾员应具备的重要能力。他需要以一种职业化的精神，高效率地解决客人遇到的问题。,Unit 4 Information Desk,Reading,礼宾员的素质,2,为了确保礼宾员能够具备以上素质（当然还包括很多其他素质），,1929,年,10,月，一个礼宾员的专业组织在法国成立，创始人是费迪南,吉莱。这个组织名为,Les Clefs d,Or,，意思是,“,金钥匙,”,。金钥匙指那些经验丰富的礼宾员，他们每天穿着西服或燕尾服，站在服务台后面，随时准备解决客人提出的任何问题。你可以从他们制服翻领上的钥匙认出金钥匙。,Unit 4 Information Desk,Reading,礼宾员的素质,这些交叉在一起的金钥匙不仅是这个组织的象征，更是资质和标准化服务的象征。经过专业培训的金钥匙们以带给客人惊喜为乐，通过服务他人实现人生的价值。,Unit 4 Information Desk,Reading,Task 2,Tick the qualities of a concierge mentioned in the,passage.,positive,good communication skills,knowledgeable about,surrounding facilities,sociable,patient,good problem-solving skills,fashionably dressed,professional,Unit 4 Information Desk,Reading,Task 3,Decide if the following statements are true(T)or,false(F).,1.The Golden Keys was founded in France.,2.The founder of the Golden Keys was Les,Clefs dOr.,3.The Golden Keys are dressed casually in,order to give a warm first impression to,guests.,4.The gold keys can be found on the collars,of the concierges uniforms.,T,F,F,T,Unit 4 Information Desk,Reading,Task 4,Can you think of any other qualities of a concierge apart,from those mentioned in the passage?Think of at least,three qualities and compare with your partners list.Give,some examples to explain these qualities.,Unit 4 Information Desk,Reading,Task 4,Can you think of any other qualities of a concierge apart,from those mentioned in the passage?Think of at least,three qualities and compare with your partners list.Give,some examples to explain these qualities.,Suggested answers,A concierge should have good manners to give the,guests good impression of the hotel.He should also,be able to speak one or two foreign languages so that,he can best serve guests from all over the world.One,more quality of the concierge is to have a strong,desire for learning so that he can keep updated with the,fast paced society.,Unit 4 Information Desk,Reading,Giving directions,Suggesting activities,Booking tickets,Making restaurant reservations,Offering mail service,Dialog 1,Dialog 2,Dialog 3,Dialog 4,Dialog 5,Task 1,Listen to five short dialogs and decide what,each dialog is about and mark()where appropriate.,Unit 4 Information Desk,Listening,Task 2,Listen to a conversation between a guest and the,Bell Captain,and then answer the following,questions.,Listening,Where is the guest going?,_,How is he going there?,_,How much does it cost to hire a taxi for the whole day?,_,Why does the guest want to call a taxi every time he needs it instead?,_,To the Great Wall and the Summer Palace.,By taxi,.,At,least 600,yuan,.,Because its cheaper than hiring a taxi for the whole day.,Unit 4 Information Desk,Task 3,Listen to the conversation in Task 2 again and,fill in the blanks with the words or expressions,provided in the box.,rent readings charge expensive,call a taxi Room 1205 write down pick you up,Listening,Unit 4 Information Desk,rent readings charge expensive,call a taxi Room 1205 write down pick you up,Key,Listening,Unit 4 Information Desk,Key,(1)Room 1205 (2)rent,(3)expensive (4)call a taxi,(5)charge (6)readings,(7)write down (8)pick you up,Task 3,Listen to the conversation in Task 2 again and,fill in the blanks with the words or expressions,provided in the box.,Listening,Unit 4 Information Desk,Task 4,A guest is asking the Bell Captain for information,about local tourist attractions.Listen to the,conversation and tick off the activities that the guest,will do.,Listening,Unit 4 Information Desk,Task 5,Listen to the conversation in Task 4 again.Write,out the special features of each place that the Bell,Captain mentions.,1.,The Landmark is a great place for_.,2.The Museum of Tea Ware is a place of _.,3.On the beach you can see _.,4.The Disneyland is a great place for _.,5.In Lan Kwai Fong you can try_.,shopping,history,the,sunrise,fun,new,food,Listening,Unit 4 Information Desk,Speaking,Task 1,Read and practice the conversation in pairs.,Unit 4 Information Desk,Speaking,Task 1,Read and practice the conversation in pairs.,Unit 4 Information Desk,Speaking,Task 2,Mr.Wood has just arrived at Westin Hotel.He first,asks the concierge for directions to the parking lot.,Then he asks for directions to the swimming pool.,Work in pairs.Make up a conversation with the,information provided below.Some useful,expressions are provided in the box for your,reference.,Unit 4 Information Desk,Speaking,Task 2,Mr.Wood has just arrived at Westin Hotel.He first,asks the concierge for directions to the parking lot.,Then he asks for directions to the swimming pool.,Work in pairs.Make up a conversation with the,information provided below.Some useful,expressions are provided in the box for your,reference.,Suggested Sample,Unit 4 Information Desk,Suggested Sample,Mr.Wood(W):Excuse me.Can you tell me how to get to the,parking lot?,Concierge(C):Yes.May I ask where you stay,sir?,W:I stay in Guest Building 1#.,C:Go straight ahead along this road.Drive past the lawns.,Youll see the parking lot on your right.,W:Could you repeat that,please?,C:Go along this road.Drive past the lawns on you left,and,youll see the parking lot on your right.,Speaking,Unit 4 Information Desk,Suggested Sample,W:,OK.So I go along this road and drive past the lawns.,The parking lot is on the right.Am I right?,C:,Thats correct.,W:,Thanks.By the way,where is the swimming pool?,C:,Its just opposite Guest Building 1#.You cant miss it.,W:,Thank you very much.,C:,Youre welcome.Enjoy your stay.,Speaking,Unit 4 Information Desk,Speaking,Task 3,The expressions in the box are used to make,suggestions.Choose a proper expression to fill in each,blank in the following conversation.,Unit 4 Information Desk,Speaking,Unit 4 Information Desk,Speaking,Suggested Answers,Unit 4 Information Desk,Suggested Answers,Speaking,(1)Im sure youd enjoy,(2)Why dont you,(3)You could/Id suggest you,(4)Id suggest you/You could,Unit 4 Information Desk,Speaking,Task 4,Mr.Wood wants to visit some places of interest in his,spare time.He goes to the Concierge Desk for some,tourist information.Work in pairs.Role-play the,following situation,using the useful expressions in Tasks,2 and 3.,Be free for two days.,Want to visit some places of,interest.,Ask the concierge for relevant,information.,Decide to visit the place that,the concierge suggests.,Ask about how to get to the,place.,Recommend one or two,tourist attractions in the city.,Briefly introduce the places.,Tell the guest how to get to,the place the guest wants to,visit.,Suggested Sample,Unit 4 Information Desk,Suggested Sample,Mr.Wood(W):,Good morning.Im free today and tomorrow,you see.,I want to visit some places of interest here.Can you,suggest some?,Concierge(C):,Sure.At this time of year,Id suggest the Fragrant,Hills.There you can enjoy red maple leaves all over,the hills.Its very beautiful.,W:,Sounds great.I havent seen so many red leaves.,C:,Its a big tourist attraction in the autumn of Beijing.,W:,Ill go there.,C:,Then if you want to buy some souvenirs home,you can go to the,Jinyuan Shopping Mall.Its not far from our hotel.,Speaking,Unit 4 Information Desk,Suggested Sample,W:,Im not interested in shopping any way.How can I go to the Hills,with red leaves?,C:,The Fragrant Hills?Its close to our hotel.Bus No.360 takes you,directly there.,W:,Where is the bus stop?,C:,Its just opposite the gate of our hotel.Itll take you about one hour,to get there.,W:,One hour?Thats too long.What about taking a taxi?,C:,Itll take about half an hour.,W:,I guess Ill take the faster transport there.Thank you very much,for your information.,C:,Youre welcome.Have a good time.,Speaking,Unit 4 Information Desk,Writing,Task 1,Mr.Woods friend in China invites him to,Shichahai/Houhai.Mr.Wood prefers to go there by,bus so that he can experience the real Beijing.His,friend thus draws a map for him and tells him how,to go to the Blue Lotus Bar.The map is below.,Study it carefully.,Unit 4 Information Desk,Writing,Task 2,Mr.Wood comes to the Chief Concierge asking him to,write down the directions to the Blue Lotus Bar for him,in case he forgets.The paragraph below is the direction,that th