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第三章礼宾服务chapter-3Concierge-Service教案资料

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前厅服务第三章礼宾服务

前厅服务第三章礼宾服务

（四）“金钥匙”服务理念 1理念包括： 5点 2精髓包括： 3点 （五）与酒店各部门的关系 建立良好的合作伙伴关系
二、中国酒店“金钥匙” （一）中国酒店“金钥匙”由来 （二）中国酒店推行“金钥匙”服务的基
本条件 1设施设备与声誉 2前厅礼宾服务等级 3必须经过推荐与审批
门厅贵宾迎送是饭店给下榻的重要宾客的一 种礼遇。门厅迎接员应根据客房预订处发出的接 待通知，做好充分准备。
(1)根据需要，负责升降某国国旗、中国国 旗、店旗或彩旗等；
(2)负责维持大门口秩序，协助做好安全保 卫工作；
(3)正确引导、疏通车辆，确保大门前交通 畅通；
(4)讲究服务规格，并准确使用贵宾姓名或 头衔向其间候致意。
(7)将原房卡及钥匙交回接待处；
(8)做好换房工作记录，并填写“换房行李登记表”。
（四）行李寄存服务
1.对寄存行李的要求 (1)行李房不寄存现金、金银手饰、珠宝、玉器，以及护照等
身份证件。上述物品应礼貌地请客人自行保管，或放到前厅收 款处的保险箱内免费保管。己办理退房手续的客人如想使用保 险箱，须经大堂副理批准；
(2)填写“团体行李登记表”
1.团体入住行李服务
(3)如行李员与客人抵店，则将行李放到指定的 地点、标上团号、然后将行李罩上存放注意不同 团体的行李之间应留有空隙 (4)在每件行李上挂上饭店的行李标签，待客人 办理入住登记后根据接待处提供的团体分房表， 认真核对客人姓名，并在每张行李标签上写上客 人房号 (5)将写上房号的团体行李装上行李车 (6)行李送到楼层后，按房号分送 (7)送完行李后，将每间客房的行李件数准确登 记在团队入店行李登记表上，并按团体入住单上 的时间存档。
前厅服务第三章礼宾服 务
2021年7月12日星期一

酒店英语Unit-3-Concierge-Service

酒店英语Unit-3-Concierge-Service

convenience [kən‘viːnɪəns] n. 方便
at your convenience 在您方便之时
introduction [,ɪntrə‘dʌkʃ(ə)n] n.介绍
introduce V.介绍
What kind of service does the bellman offer to the guest?
The bellman counts the luggage.
• What kinds of people often choose the City Wall Hotel as the favorite place to stay?
VIPs, official guests and businessmen from many countries.
The bellman carries luggage, provides hotel information and leads the guest to the room.
Dialogue 1
• What does the bellman do after greeting the guest?
luggage [‘lʌgɪdʒ] n. 行李
trolley case ['trɒlɪ 'keɪs] n.拉杆箱
handbag n.手提包
suitcase [‘suːtkeɪs] n.手提箱
cart [kɑːt] n.手推车 luggage cart 行李车
café
[‘kæfeɪ] n.咖啡馆
first-class 一流的 western-style 西式的 bar [bɑː] n.酒吧 convenience [kən‘viːnɪəns] n. 方便 at your convenience 在您方便之时 introduction [,ɪntrə‘dʌkʃ(ə)n] n.介绍 introduce V.介绍

《国际接待与应用英语》课件——Concierge Service 礼宾服务

《国际接待与应用英语》课件——Concierge Service 礼宾服务

05
Learning Guide List
Skills & Supplement Knowledge
10
Evaluation
Ideological and Political Element
01 Learning
Objectives
01
Learning Objectives
Knowledge Objectives:
concierge service.
01
Learning Objectives
Competence Objectives: • Foster student’s ability of airport pick-up service. • Foster student’s ability of assisting guest while check-in
ticket, storing guest’s luggage, arranging transportation, and so forth.
02
Position Description
Concierge The Concierge offers comprehensive services-on-demand for Hotels and their guests. Most of us are familiar with the services of a concierge at fine hotels. They are the inexhaustible resource for everything you could possibly need to know about the town you're visiting. Knowing the best places to dine, the best seating in each theater production and the best attractions available, up-front theater tickets as well as popular concert tickets can be purchased without exorbitant broker fees, getting a reservation at a top restaurant is a piece of cake...etc. Here's just a sampling of the services available to guests:

第三章礼宾服务chapter3ConciergeService.ppt

第三章礼宾服务chapter3ConciergeService.ppt

❖ Handling baggage for hotel guests ❖ Providing hotel-specific information ❖ Supplying directions ❖ Securing the services of outside
companies, such as for:
Questions for Discussion
❖ What should an ideal Concierge be like?
❖ Who found Les Clefs d’Or? Please introduce the organization.
Vocabulary Study
Vocabulary Study
service at a hotel? What do you think of the importance of a concierge? ❖ What do you know about concierge service Les Clefs d’Or (金钥匙组织)? (open)
Concierge Service
7
Action Learning
8
ቤተ መጻሕፍቲ ባይዱReading
Offer concierge service for guests
Warming-up Activities
1. Match the duties on the left with the corresponding pictures on the right.
picking up guests at the airport making bookings arranging travel informing guests of local services available delivering mail

第三单元礼宾服务课件

第三单元礼宾服务课件
鼓励员工自我发展
提供学习资源和平台，鼓励员工自主学习和提升，提高整体服务 水平。
创新服务模式，拓展服务领域
探索智能化服务
运用互联网、大数据等 技术手段，实现服务的 智能化和个性化，提高 服务效率和质量。
拓展服务领域
根据市场需求和行业发 展趋势，不断拓展新的 服务领域，满足客户多 元化需求。
创新服务模式
通过跨界合作、资源整 合等方式，创新服务模 式和商业模式，实现可 持续发展。
THANKS
感谢观看
安排交通
交通工具选择
根据宾客的需求和行程安排，为 宾客提供合适的交通工具建议， 如出租车、公共汽车、地铁等。
交通安排
为宾客预订合适的交通工具，确保 准时、安全地完成行程。
交通指引
为宾客提供交通路线和乘车指引， 避免出现迷路或错过车次的情况。
安排餐饮
餐饮选择
根据宾客的口味和需求，为宾客推荐 当地特色餐厅或美食，并提供相应的 餐饮建议。
礼宾服务是酒店或旅游景区服务质量的重要组成部分， 直接影响客户对酒店或景区的评价和口碑。
礼宾服务的分类
根据服务范围和内容，礼宾服务可以分为门童服务、行李服务、前台接待服务、导游服务等 。
门童服务包括为客人开车门、叫车、指挥车辆停放等；行李服务包括行李寄存、搬运等；前 台接待服务包括客房预订、入住登记、咨询解答等；导游服务包括景点讲解、行程安排等。
送别过程
在宾客离开时，及时与宾客进行沟通，了解宾客的需求和安排，协 助宾客完成行李搬运和离店手续。
后续服务
为宾客提供必要的离店服务和信息支持，如交通指引、联系方式等 。
03
礼宾服务技巧
Chapter
沟通技巧
1 2
有效倾听

酒店前厅与客房管理 第三章 礼宾服务 教案

酒店前厅与客房管理 第三章 礼宾服务 教案

《酒店前厅与客房管理》教案第三章礼宾服务教学目的与要求：了解前厅礼宾服务的主要内容；描述出在提供客人行李搬运、寄存服务过程中的细节；掌握迎送客人的服务程序；了解“金钥匙”服务..教学重点：迎送宾客服务的服务技巧;行李服务的程序和标准..教学难点：行李服务的程序和标准..授课主要内容及学时分配：6第一节礼宾部岗位工作职责一、礼宾部概述许多高档次的饭店都设立了礼宾部;这是为了体现饭店的档次和服务水准..而在一些中小规模的低星级饭店中;则称为行李部..礼宾服务由饭店的礼宾部提供;其主要职责就是围绕客人需求提供“一条龙服务”..前厅礼宾服务提供迎宾、行李等各项服务..礼宾部的工作特点是：人员分散工作;服务范围大..在大中型饭店中;礼宾部一般下设迎宾员、门童、行李员、派送员、机场代表等几个岗位..礼宾部的工作人员在客人心目中常被视为“饭店代表”;其服务态度、工作效率和质量都会给饭店的经济效益带来直接的影响..二、礼宾部岗位工作职责一礼宾司二副礼宾司三行李员四门童五饭店代表第二节行李服务一、着装要求1.着工作服2.整理仪容3.佩戴饰物4.检查自己的微笑上班要有一个良好的精神面貌;调整自己的情绪;面带微笑..5.提前到岗提前5分钟到岗;签到；接受领班或主管分配的工作二、行李部员工的岗位职责：一行李员职责二行李领班职责三行李部员工的素质要求三、行李服务注意事项一行李搬运时的注意事项二行李寄存时的注意事项四、散客行李服务一进店服务二离店服务五、团队行李服务一进店服务二离店服务六、行李寄存服务一行李寄存服务原则：1、确定客人身份..非住店客人不能寄存行李..2、检查行李..未上锁扣行李不能寄存;不能有易燃、易爆、化学腐剂、剧毒品、枪支弹药等危险品..3、严格按照行李的寄存和提取程序操作..二行李寄存服务程序行李寄存行李收取七、邮件、报表服务八、换房行李转送服务第三节店外接送服务这项工作主要由机场代表负责;负责在机场、车站、码头迎接客人..机场代表人员应特别注意自己的仪表、仪容;举止言谈要温和得体;动作要快而准确;充分体现本岗位的工作特点..一、机场代表的服务流程1.现场接待;物品准备2.核对航班信息3.正确那酒店接机牌4.确认客人身份5.欢迎和问好6.送客人上车7.登记任务8.打电话通知酒店二、机场代表的岗位职责1．代表饭店到机场、车站、码头迎接客人..2．每日上班前查阅预定报告;了解每天接送客人情况预测表;掌握客人的特殊需求..3．向车队发接送通知单;提前抵达机场、火车站、码头等地欢迎、接待客人;并在沿途适当介绍本城景观及饭店情况..4．负责处理客人行李问题..5．在机场宣传、介绍饭店产品及服务、争取未预订散客入住饭店;在淡季积极争取客源..6．向饭店提供贵宾到达及交通方面的信息..7．回答客人的各种问讯;灵活处理客人提出的各种问讯..8．注意与车队司机协调配合好;顺利完成迎接任务;及时与前台和机场联系;获取航班抵离情况;避免误接或未接到的现象发生..9．搞好与饭店其它机场代表的关系及协调饭店有关部门联系机场业务..三、机场代表的素质要求1．较高的外语交流水平..2．熟悉饭店客情..3．掌握主要客源国旅游者的生活习俗和礼仪..4．有较强的应变能力..5．有较强的人际交往能力..第四节门厅迎送服务一、门童的定义和作用1、门童的定义门童Doorman:是站在酒店入口处负责迎送客人的前厅部员工..2、门童的作用:门童值班时;通常身着镶有醒目标志的特定制服;显得精神抖擞;同时;还能创造一种热烈的欢迎客人的气氛;满足客人受尊重的心理要求..二、门童的岗位职责1、迎宾2、指挥门前交通3、做好门前保安工作4、回答客人问讯5、送客三、门童的选择1、由男性担任门童2、由女性担任门童3、由长者担任门童4、雇佣外国人做门童四、门童工作注意事项1、注意自己的仪容仪表;始终保持饱满的精神状态..2、为客人拉关车门的注意事项1当客人乘坐的汽车开到酒店门口;迎上前以右手拉车门;左手放车门框上;站在车门之后..在拉车门的同时用礼貌用语向客人问好2如遇佛教、伊斯兰教徒和泰国人时不可把手放在车门框处;只用右手开门..3如果客人乘出租车抵店时;不要一停车就将车门打开;因为此时客人还要花点时间付账..4当客人离店;在关车门时;不能甩手关门;使门发出很大声响;应先握住门把手;关到离门框30厘米停顿一下;看看客人是否已经将腿跨入车内;衣服是否被夹住;同时敬语向客人道别;然后再用适中的力量将门一次关紧..5如有几辆车同时驶入;应先为重要宾客或主宾拉门..思考题：1.礼宾部岗位工作职责有哪些2.行李服务中容易出现的特殊情况有哪些应如何处理。

Unit 3 Concierge Service


Section 2: Speaking Practice
Collection of Special Terms • • • • • • • • • • • • Room service Restaurant Coffee shop Bar Cafeteria Bell captain Doorman Concierge Front office Reception desk Operator Lost and found
• •
Business center Shopping center Beauty salon Barber shop Indoor swimming pool Billiard room Squash court
Dialogue 2: Baggage Deห้องสมุดไป่ตู้ivery
• • • • • • • • • • • • • BC: This is the Bell Captain’s Desk. Can I help you? G: Yes, I’ve been waiting for my baggage to be sent up for almost half hour. What’s the matter? BC: I’m terribly sorry, sir. May I have your name and room number, please? G: Yes, it’s Mr. White, Room 412. BC: How many pieces do you have, Mr. White? G: Two suitcases and a shoulder bag. BC: Would you give me some features of your baggage? G: The suitcases are dark green and the shoulder bag is pink. BC: Are there name tags attached to them, Mr. White? G: Yes, they all have tags on them. BC: We are very sorry, Mr. White. I’ll check immediately and call you back. G: All right. But don’t keep me waiting too long. BC: We will try our best to find out the baggage…I’m sorry to have inconvenienced you. Your baggage was delivered to Room 712, Mr. Watson’s room upon his request. We failed to inform you in time. I assure you such things will never happen again.

酒店英语module2unit3


TIME： this evening
Shopping list:
1， oranges 2， apples
3， grapes
4， chips
5， cookies 6， popcorns
7，
8，
9，
10，
11，
12，
Remarks: six people
Money in advance: 200
Clerk XXX
Hotel English
• 9. Is there anything else I can do for you? • 还有什么能为您效劳的？ • 10.I will make out the claim tag for you. • 我会为您做好行李牌。 • 11. We are open round the clock. • 我们24小时营业。
room
claim tag
suitcase roll aboard
bellman
1
2
3
4
5
6
7
8
Hotel English
B Keep these important tips in mind when serving:
1.Give a Face-to-face greeting. 2.Introduce yourself and offer help. 3.Confirm how many pieces of baggage the guest has. 4.Answer any questions from the guest. 5.Assure the guest you will send the baggage to his room.向…保证;使…确信;

《酒店情境英语》M2U3ConciergeService教案

《酒店情境英语》M2U3ConciergeService教案教案授课日期周次课次授课班级课时课型①New 课题名称Unit 3 Concierge Service 执教教师一、教学目标１、知识与技能：(1) master the basic knowledge of concierge service(2) master the new words in the 3 dialogues(3) master 3 dialogues２、过程与方法：(1) Task-based learning approach(2) Inquiry-based learning approach(3) Collaborative learning approach(4) Situational learning approach３、情感、态度与价值观：(1) Ss can learn about the basic knowledge of concierge service(2) Ss can learn basic concierge service procedures(3) Ss can learn some basic concierge service skills二、教学重点与难点教学重点：(1)To present the knowledge of concierge service(2)To present the dialogues教学难点：Practice the dialogues and play the role in English in mocked situations三、教学方法(1) Task-based learning approach(2) Inquiry-based learning approach(3) Collaborative learning approach(4) Situational learning approach四、教学辅助器具Books, multi-media, chalk. Blackboard五、教学过程1 Lead-in:1) Review:In last unit we have learnt some dialogues about how to check-in in a hotel for a guest, so now can you say something about how to check-in in a hotel for a guest, when the guest check-in in the hotel what kind of information should we know?2）Warm-up:A. Look and matchbaggage trolley elevator corridor baggage room claim tag suitcase roll aboard bellman2. Pre-task:Keep these important tips in mind when serving.Give a Face-to-face greeting.Introduce yourself and offer help.Confirm how many pieces of baggage the guest has.Answer any questions from the guest.Assure the guest you will send the baggage to his room.3. While-task:A: Let’s study dialogues:Dialogue 1:Listen and answer questions:Give a Face-to-face greeting.Introduce yourself and offer help.Confirm how many pieces of baggage the guest has.Answer any questions from the guest.Assure the guest you will send the baggage to his room. Dialogue 2:Listen and answer questions:What is Mr. White going to do this evening?What does Mr. White ask the bellman to buy?How many people will come tonight?How much does Mr. White pay in advance? Dialogue 3:Listen and answer questions:Where is Mr. White going tomorrow?What does he ask the bellman to do?When is Mr. White’s flight?What is the pick-up time?What time is the morning call?Dialogue 4:Listen and answer questions:What is the bellman doing?What does Mr. White want the bellman to do?Is it free service or not?How can Mr. White get his baggage back?B. Answers to the exercises:略C. Listen and fill in the blanks.Bell boy: Good morning, sir, Welcome to our hotel. Guest: Thank you.Bell boy: May I help you with your baggage? Guest: Please take this bag for me.Bell boy: Certainly. Let me show you the way. Guest: Thanks.Bell boy: Do you need all the luggage in your room? Guest: No, please store the bag for me.Bell boy: Sure. I will make out a claim tag for you.Guest: Thank you. When can I get it back?Bell boy: We are open24 hours. This way, please.Guest: Thank you.Bell boy: Hope you will enjoy your stay.D. Match the English expressions in Column A with their Chinese meanings in Column B.略E. Match the guest’s requests with the bellboy’s responses.Expressions:Guest:Can you bring me a map of Shanghai?I’d like to reserve a train ticket to N anjing.Is there a Western restaurant in your hotel?When does the fitness center close?Where can I xerox some documents and send a fax?How much shall I pay for the service?Excuse me, where is the subway station?Concierge:When would you like to leave, sir?No problem, sir. I’ll send it to your room at once.It closes at 10:30 p.m.You can go to the Business Center.Go along this street and turn right. You’ll see it.Yes, sir. It’s on the second floor.It’s free of charge.F. Practice the sentences with your partners.May I help you with your luggage?Let me show you the way to the front desk.The floor attendant will meet you on the 13th floor.I’ll take the baggage elevator and get your baggage up toyour room.The Reception Desk is straight ahead. After you, please.I will make out the claim tag for you.Is there anything else I can do for you?Shall I put your baggage here?Here’s your baggage. Please check and see if it is all right.Is there anything valuable or breakable in your bag?G. Discuss with your partner what to say to the guest in the following situations and then write out the correct expressions.1. Good morning/afternoon/evening, Mr./Miss. Welcome to our hotel.2. May I help you with your luggage?3. Could you tell me your name and room number, please？4. What kind of things would you like and may I have your name and room number?5. Please take this elevator to the XXth floor.6. Do you need all your luggage in your room?H. Translate the following sentences into English.1. Welcome to our hotel, May I take your baggage?2. Please take the elevator on the left to the ninth floor.3. When do you need to get to the airport tomorrow?4. We are open twenty four hours.5. May I ask you to pay 200 Yuan in advance?6. How many luggage do you have?4 Post-task1）Role-play:1. You are a receptionist. A guest with reservations comes to the Front Desk to check in. You are receivinghim.1）Greet the guest face to face;2）Confirm the reservation information;3）Fill in the registration form;4）Give the key card;5）Ask if he’d like other services;6）Wish the guest a happy stay.2. You are a receptionist. A guest has arrived with no reservation. Sell her a room and try to up-sell the room.1）Greet the guest face to face;2）Get necessary information(name, room type, departure date);3）Introduce and explain to the guest the differences in room types and emphasize the benefits;4）Check in the guest.2) Homework:1. Recite the four dialogues2. Practice the dialogues with partners3. Finish all the exercises4. Preview unit 4六、教学后记。

Concierge Service教学设计

Guest: I’d like to have a room for the night. Staff: If you’re interested in our hotel, let me give you some information about it. Guest: What are the rates for a single room? Staff: Well, the rates are RMB 500 for a single. Guest: And what about the amenities at the hotel? Staff: The hotel has a business center, swimming pool, health
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Staff: Good morning. Can I help you?
Guest: Yes. I would like to book a one-day city tour for my group.
Staff: How many was it for? Guest: 28 Staff: In your case, you need a large limousine. When would you like to go?
1) What room does the guest want ?
2) How will the guest travel to the hotel?
2019/3/17
Presentation
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Guest: Are you from Evergreen Hotel?
Staff: Yes, madam. What can I do for you?
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❖ Handling baggage for hotel guests ❖ Providing hotel-specific information ❖ Supplying directions ❖ Securing the services of outside
companies, such as for:
8
Reading
Objectives
Offer concierge service for guests
Warming-up Activities
1. Match the duties on the left with the corresponding pictures on the right.
service at a hotel? What do you think of the importance of a concierge? ❖ What do you know about concierge service Les Clefs d’Or (金钥匙组织)? (open)
Post Introduction
restaurants tourist and sightseeing attractions shops nightlife theaters and shows sporting events
❖ In the service industry, the word “concierge” was first used by Mr. Ferdinand Gillet, who founded Les Clef d’Or in Paris, France in 1929. Les Clef d’Or (pronounced: “lay clay door”), is the oldest surviving personal, professional, international network serviceindustry organization in the world. It has no religious or political affiliation, but is solely focused on a genuine desire to serve hotel guests around the world.
picking up guests at the airport making bookings arranging travel informing guests of local services available delivering mail
❖ Suggesting local hotspots and entertainment, such as:
Concierge Service
The Concierge serves a valuable function in larger, and sometimes more upscale, hotels. The ideal Concierge should be friendly, outgoing, helpful, courteous, knowledgeable, and professional. The Concierge has numerous duties. These may include, but are not limited to:
handling luggage
making dining reservations
Warming-up Activities
picking up guests at the airport arranging transportation
Warming-up Activities
❖ Questions for Discussion ❖ Have you ever enjoyed good concierge
Unit 3
Concierge Service
Learning Map
Unit Three
1
Objectives
2 Warming-up Activities
3
Post Introduction
4
Vocabulary
5
Useful Sentences
6
Dialogue
7
Action Learning
Questions for Discussion
❖erge be like?
❖ Who found Les Clefs d’Or? Please introduce the organization.
Vocabulary Study
❖ Les Clefs d’Or boasts more than 5,000 concierge members located in more than 40 countries worldwide. Their motto, “There will be, in every country, Clefs d’Or members who are able to continue with our mission: to be of service to our profession, and the hotel and tourist industry,” speaks of their commitment to guest-service and satisfaction. Yearly, Les Clefs d’Or organizes and sponsors a global congress whose goal is to their brand and service-oriented network development through friendship, cooperation, education, and training.