《饭店实用英语》课件-scene-4.ppt

Hotel Practical EnglishScene 4 Information ServiceTeaching ProceduresExercises 4Text3Hotel Practical English2Case Study5Home Reading6Free Talk1.Free TalkSuppose you stay in a hotel and you will go for a job interview today.But you dont know where the company is,so you ask the staff at the Information Desk.But they also have no idea about it.Whats your feeling now?Its an information age now.How do you think about it?Give good reasons to support your opinion,please.Hotel Practical EnglishDialogue 1 I Need a Ticket to Osaka(A:Receptionist B:Guest)A:Good morning,sir.Anything I can do for you?B:Good morning.I need some information about touring Osaka,Japan.A:There are three flights to Osaka weekly:Monday,Wednesday,and Friday.Which day do you prefer?B:Which one is direct?A:The flights on Monday and Friday are direct.When were you thinking of flying to Osaka?B:I would prefer Friday.Will this be round trip or one way?A:Round trip returning the following Monday.How would you like to fly?Economy?Business?Or first class?B:First class,please.What time does the flight take off?A:The flight departs at 11:20 AM and arrives in Osaka at 6:40 PM local time.Hotel Practical EnglishB:How much does one air ticket cost?A:$877.B:Good.Could you get me two tickets?A:Sorry,sir.Please go to the Beijing Travel Service Agency in our hotel.Its on the ground floor.大大阪阪城城.Hotel Practical EnglishDialogue 2 How Far Is the Nearest Post Office?(A:Receptionist B:Guest)A:Good afternoon,Madam.We have a parcel notice from the post office for you.Here it is.B:Thanks.By the way,could you please get it for me?A:Im sorry,madam.This service is not available in our hotel.So you have to do it by yourself.B:Thats OK.Do you know how many days the post office can keep it?A:Just three days.If you cant pick it up on time,maybe you have to pay a small fine.There is a post office in the basement.You can have a clerk get the package for you.But you have to pay fifteen yuan for it.B:Thanks for the information.I think Ill do it by myself.How far is the nearest post office?A:Just ten minutes by bike.B:Could you tell me how to get there?A:Sure.First,cross the road.And then go down the street,through one supermarket and a big hotel until you see the traffic lights.The post office is on the left.B:OK.I think I can get it.Hotel Practical EnglishA:Take your passport and this notice with you when you go there because youll need to show them when you get the package.B:Oh,I see.Thanks a lot.A:Its my pleasure.Text Information DeskThe Information Desk is one part of the Front Office.The general responsibility is to offer information,direction and suggestion to customers quickly and considerately.Staff working in this branch should be able to work independently and respond to the customers inquiries as accurately as possible.At the same time,they should learn and master the knowledge of questions regarding ordinances,regulations,policies as related to the hotel so that they can give responses to the customers questions immediately.Staff at the Information Desk are also called receptionist.They should able to provide all the information on their hometown for the guests such as the information on the airport,the station,the cinema,tourism and so on.Guests may be stressed by the frustrations of unfamiliar surroundings,unclear directions or unfamiliar public transportation.The receptionist at the Information Desk should be considerate of the traveler under these circumstances and can recognize anxiety,restlessness,and hostility and respond to them in a positive,understanding manner.Text Each customer has their special need,so it is extremely important to offer different information that can help each person to make their stay happy and their outgoing convenient.This is a fantastic aid for all the customers.In one word,whats primarily needed as a receptionist at the Information Desk is good at handling information and good at dealing with people.If the requests and questions are beyond your knowledge,you can never say no to the guest.You should contact the related department or company positively and then give the guest a satisfactory answer.Exercises Role-play activity The following is a role-play activity to practice providing the information on the hotel for the guest.Divide the class into two groups:hotel receptionists and guests.And then have the students work in pairs.The following is a conversation just as a sample.The students can create conversations as they like.A:Good afternoon.What can I do for you,sir?B:Good afternoon.May I have a brochure of your hotel?A:Of course,sir.Here you are.B:Thanks.My friends will come on business next week from France.So I want to know something about your hotel service.What star is your hotel?A:Its a five-star hotel.The fully equipped business center covers everything from translation to fax.And the elegant design and warm service make guests feel at home.B:What kind of rooms do you have?A:There are 500 international-standard rooms.For example double room,mini suite,deluxe suite and presidential suite.Exercises A:How about other services?B:Our hotel has both business and recreation facilities such as restaurants,meeting rooms of different sizes,famous brand chain stores and fitness center.So its the best choice for business or recreation.A:That sounds great.What is the rate for the double room?B:600 yuan per night.We provide high quality lodging facilities with competitive prices.A:Thanks a lot.Ill book a room for my friends in your hotel now.Case StudyWhere Is the Restaurant?A guest(A)is hungry now.He is looking for the restaurant.The receptionist (B)at the Information Desk is helping him now.A:Excuse me,where is the restaurant?B:We have a Chinese restaurant and a western-style restaurant.Which one do you prefer,sir?A:Id like to try some Chinese food today.I heard there are eight cuisines in China.Is that right?B:Yes,sir.China covers a large territory and has fifty-six nationalities,hence a variety of Chinese food with different but fantastic and mouthwatering flavor.A:Oh,its wonderful.Could you introduce some of them to me?B:Of course,sir.Sichuan cuisine is one of the most famous Chinese cuisines in the world.Most Chinese people like it very much.A:Whats the characteristic of it?B:Its characterized by the spicy and pungent flavor.And it emphasizes on the use of chili.A:I think its too hot.Case StudyB:Youre right,sir.But its very tasty.What do you usually like to eat?A:I like seafood.B:Jiangsu cuisine will be your favorite,sir.It chooses aquatics as the main ingredients.And the flavor is light,fresh,sweet and with delicate elegance.A:It seems to be very delicious.I want to try it now.B:Youre lucky,sir.We have a distinguished cook who is good at Jiangsu cuisine.A:Is the Chinese restaurant open now?B:Yes,its on the second floor.Case StudyRead the above conversation and complete the outline.You should write your answers in no more than three words.The guest will have dinner in 1 today.Since Chinas local dishes have their own typical characteristics,generally,Chinese food can be roughly divided into 2 .The major feature of Sichuan cuisine is 3 .Shellfish are the 4 .Jiangsu cuisine.If you go to 5 .,you will see the Chinese restaurant.Home Reading Hotel Information Service Summer Palace Hotel is a spacious resort hotel located on the banks of the Yangtze River.The hotel offers a complimentary shuttle service connecting to the citys entertainment and major shopping areas in twenty minutes.There are 600 luxuriously appointed guest rooms and suites that command panoramic river views.All the rooms are complemented by excellent facilities.The range of cuisine includes Chinese at the Empire and French at the Deer Harbour,which are offered at the riverside.For your reservation at the Summer Palace Hotel,please select the dates of your stay and complete our secure online booking form.The following is the information of our hotel.There are non-smoking rooms and smoking rooms in our hotel.Daily newspaper is send to every room without any charge.There are different facilities that are available in each room:bathtub,air condition,desk,hair dryer,ironing board,television and mini bar.Each guest can get complimentary bottled water every day.You can enjoy separate shower and tub in the room.Wireless internet access and internet access are offered in our hotel.If you are a mouse potato,you can surf the internet freely.Home Reading The recreational activities listed below are available at the resort:massage,fitness facilities,sauna,tennis courts and pool outdoor.Summer Palace Hotel is the best choice for your holidays.It beckons to you.Come,please!.Home Reading Decide whether the statements are true(T)or false(F)after reading the passage above.1.The Summer Palace Hotel is by the Yangtze River.（）2.It is very far from the Summer Palace Hotel to the shopping mall.（）3.There are sixty hundred kinds of rooms for you to choose.（）4.If you are a smoker,you cant get a room in this hotel.（）5.You can search anything that you need on the Internet in this hotel.（）Thank you!