《饭店实用英语》课件-scene-8.ppt

Hotel Practical EnglishScene 8 Wake-up Call ServiceTeaching ProceduresExercises 4Text3Hotel Practical English2Case Study5Home Reading6Free Talk1.Free Talk1.What if the guest doesnt answer the wake-up call?2.What were the consequences to the guests who had overslept as a result of the hotel forgetting to give them a wake-up call?Give good reasons to support your opinion,please.Hotel Practical EnglishDialogue 1 Please Give Me a Wake-up Call(A:Guest B:Receptionist)A:Hello,Ive got to get up early tomorrow,so please give me a wake-up call.B:Of course.May I know your room number,sir?A:Room 1122.B:And your name,sir?A:Alexander Bell.B:Mr.Bell,we can give you a call anytime you like.A:Actually,I need two calls,one at 6AM and the other at 6:10 AM.B:Your wish is our command.Expect a call at 6 AM,and another one at 6:10 AM.A:Wait a minute!I dont like 6:10.Change it to 6:35.B:The second call is now changed to 6:35.Shall we call the same room?A:Yes,one is for my wife and the other is for me.B:OK,sir.Is there anything else we can help you with?A:Nothing that I can think of right now.If something comes up,Ill call you.B:Were here all night long if you need anything.A:Thank you very much.B:Not at all.Hotel Practical English Dialogue 2 Im a Heavy Sleeper (A:Receptionist B:Guest)A:Front Desk,may I help you?B:This is Johnny Marco in room 369.Could you give me a wake-up call at 5:00 oclock tomorrow morning please?A:Certainly,sir.B:There is one thing I must tell you.Im a heavy sleeper.A:I see.Ill call you every few minutes until you answer the phone.B:In case there is no answer,can you knock at the door?A:Im very sorry,sir.Im afraid I cant do that.B:Why?A:Because its so early.The noise may wake up the other guests.B:Ill miss the plane if I cant wake up on time.Hotel Practical EnglishA:Dont worry,sir.Do you mind my coming into your room to wake you up?B:Certainly not.Its a good idea.You are so smart.A:Do you have the extra key card?B:Yes,sir.So,well call you at 5:00.Do you have any other requests?A:No,thats about it for now.Thanks.B:Okay,sir.Have a pleasant evening.Text Wake-up Call Service Wake-up calls are a required guest service in hotels.Waking up the guest is a normal Front Office task.In some hotels,guests can use the Computer Automatic Wake-up System and set the wake-up call time by themselves.But in most hotels,Front Desk clerks will set the wake-up call time for the guest rooms.Setting the wake-up call time will cause the Call Accounting System to ring to the guest phone at the specified time.In most cases,the system can never fail the guests,but that doesnt seem to be the case for every one.Sometimes,some guests may not wake up after the call because of tiredness or deep sleep.The following are some tips for you to learn how to handle such situations.If the guest didnt answer the wake-up call from the room the Assistant Manager or the staff should go to the guest room to wake up him immediately.First,the Assistant Manager goes to the guest room and stands outside of the door.Ring the doorbell while greet the guest with“Good morning.”When the guest opens the door,the Assistant Manager should tell him that he is coming to wake him up:“This is the wake up-call,sir.”.Text If the Assistant Manager doesnt receive any response after ringing the doorbell for 3 times,he should go into the guest room.Open the door slowly and greet at the same time:“Good morning,sir.”If the guest is still sleeping,the Assistant Manager should stand away from the bed and keep calling the guest.“Good morning,sir.”If he couldnt be waken up by calling him loudly,the Assistant Manager should shake the guests shoulder or arm slightly to wake him up and calling the guests name at the same time.“Mr.White,please wake up.”If the guest room was bolted on the inside,there are two ways of dealing with this situation.Call the guests name while ring the bell and ask the operator to keep calling the room at the same time.If nobody answers,ask help from the engineering department to open the door.The engineer will try every way to open the door.Because an automated wake-up call is an easy thing to ignore,hotels should let guests know in advance that if it comes to the unanswered wake-up call,an employee will be sent to the guest room to make sure she is OK.Thus,the guest will not be frightened and he wont feel it is an invasion of privacy and an extreme action to take under the circumstances.Exercises Role-play Activity The following is a role-play activity to practice wake-up call service.Divide the class into two groups:housemaids and hotel 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,madam.How may I help you?B:This is my first visit to China.I wonder if you provide wake-up calls.A:The wake-up call is one of the most taken-for-granted amenities in our hotel.B:Great.I must get up earlier tomorrow.And can I get a wake-up call for 6:30 AM?A:Sure.No problem,madam.May I have your room number?B:Yes.Room 1732.A:Mrs.Green?Is that right?B:Yes.Thats right.A:Well call you at 6:30 tomorrow morning,Mrs.Green.B:Do I need to confirm this wake-up call?.Exercises A:No,unless you want to change it or cancel it.B:I see.A:Can I help you with anything else?B:Not just now,but if I do think of something later,Ill give you a ring.A:Okay,madam.Enjoy your stay.Case StudyAn Early Morning CallA guest(G)needs an early morning call.She is calling the receptionist(R)to order a wake-up call on the phone now.G:Good evening.This is Alice MacDonald in Room 868.R:Good evening,Miss MacDonald.What can I do for you?G:Im going to Chengde City early tomorrow morning.So I need a wake-up call.R:Not a problem.What time shall we call you?G:Well,Im not really sure.My friend promised to get the ticket for me,but his mobile phone is switched off.Do you know when the train leaves from Beijing to Chengde?R:Just a moment,please.Let me check it for you.Ah,at 7:05 AM.G:Thank you.I think youd better make the call at 5:00.R:OK,Miss MacDonald.G:Excuse me.My cell phone is ringing.My friend is calling.Please hold the line.Do you mind my answering the phone?R:Of course not,Miss MacDonald.Case StudyG:Hello?R:Hello,Miss MacDonald.G:My friend will pick me up tomorrow morning and he said 5:00 is too early.So I want to change it to 5:45.R:No problem.Anything else,Miss MacDonald?A:Not at the moment,thank you.B:Let me know if you do need anything.Sleep well.Case StudyRead the above conversation and complete the outline.You should write your answers in no more than three words.Alice MacDonald would like to request 1 ,but she doesnt know the time at first.Alices friend will give her 2 to Chengde City.Alice left a wake-up call at 5:00,but her friend said its 3 .So she 4 to 5:45.Alices friend 5 to the railway station.Home Reading Say Good-bye to Boring Wake-up Calls With customized wake-up announcements guests wont hear the boring“good morning,this is your wake-up call”greeting.Instead you can use this opportunity to provide the local weather forecast,information about events or services,promote restaurant specials or thank them for choosing your hotel.Even the most discerning guest would rather hear the following than an annoying alarm clock,“Good morning,this is your 8:10 wake-up call.The weather is warm with a temperature of 23 degree.Please join us for a free continental breakfast in our lobby.”A customized wake-up announcement provides a valuable,reliable automated service to guests at a fraction of the cost of using a“live”operator,and it makes a positive impression on guests because it doesnt frustrate them like most monotonous and generic automated calls.A customized wake-up announcement enhances the experience of staying at your hotel,making guests comfortable and therefore more likely to come back again.Customized wake-up announcements can promote hotel services such as your restaurant,dry cleaning or shuttle services.They are a great way to tell the guest about all the things your hotel offers,deliver better customer service and increase revenues for your company.Home Reading Decide whether the statements are true(T)or false(F)after reading the passage above.1.“Good morning,this is your wake-up call”is regarded as the boring wake-up call.（）2.Guests can hear the local weather forecast in the customized wake-up announcements.（）3.The most discerning guest hates the customized wake-up announcements.（）4.“Live”operators are not reliable.（）5.Customized wake-up announcements can make more profits for hotels.（）Thank you!