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(共18张PPT)
Unit 2 Concierge and Bellman
Teaching Plan: 6 Periods
Teaching objectives:
To know the basic knowledge and major characteristics of concierge and bellman service.
To get to know basic knowledge about Front Office
To master English forms and vocabulary commonly used in Front Office
To cultivate main abilities to meet foreign guests and professional competence
教学时数：6学时
教学目标：
掌握有关礼宾员和行李员服务的基本知识及其主要特点
了解前厅服务的基本知识
掌握在前厅服务中常用的英语表达形式及词汇
培养主要旅游活动的涉外接待能力和相应的职业素养
Unit 2
Teaching Steps
Step 1: Warming up
Step 2: Dialogues
Step 3 Sample Dialogue
Step 4: Text
Step 5: Grammar
Unit 2
Step 1: Warming up
Match the picture and the description, and talk about the pictures with your partner.
luggage
cart
lobby
tag
Unit 2
Step 2 Dialogues (重点、难点、重点词的解释)
Unit 2
Step 3: Sample Dialogue A
Dialogue A Greeting a Guest on Arrival
(B = Bellman, G = Guest)
B: Good evening, sir. Welcome to Wuxi International Hotel. G: Thank you. B: How many pieces of baggage do you have G: Just these four. B: Two suitcases and two bags. Is that right G: Yes. That's all. B: Let me take the baggage for you. I'll show you to the Front Desk. This way, please. I will put your bags by the post over there. G: I see, thanks. B: Did you have a good trip, sir G: 0h, it's very tiring. B: I'm sorry to hear that. I will show you to your room when you finish checking in. G: OK. That's fine.
Unit 2
Step 3: Sample Dialogue B
Dialogue B (G = Guest, C = Concierge Staff)
G: Good morning. Can you do something for me C: I'm very glad to. What is it G: You see, I’m free today. I'm thinking of going out for sightseeing. Could you tell me some places of historical interest in Beijing C: I see. In that case, the Great Wall and the Forbidden City would be perfect places to see. They are really a must for any first-time visitor to this city. G: Good. I'll take some pictures. It's already 10:00 a.m. now. So I'd better hurry. But do you know where I can hire a taxi for the day C: Yes, your name and room number please G: Galley Smith, Room 1209. C: Would you like to rent the taxi for the whole day G: I suppose so. C: It'll take you 500 yuan.
G: That's too expensive. C: Well, there is a better way to do this. You can just call a taxi every time you need, instead of renting a taxi for the whole day. The taxi drivers will charge you according to the readings of the meter. This way, you'll save a lot of money. G: That's a good idea. But I'm afraid I don't speak Chinese. C: I can write down the places you're going to in Chinese so the taxi drivers will be able to understand you. G: That's great. I'm going to the Great Wall first and then the Forbidden City. C: Yes, sir. (He puts that down in Chinese on a slip and gives it to Mr Smith.)
B: Oh, how long will you be staying G: Just a week. B: So, may you have a wonderful holiday! G: Thank you.
Unit 2
Step 4: Text
Main points of the text:
Concierge service is a common practice throughout the hotel.
The basic duties of the concierge staff are to do bell service and to attend to guests’ special needs which are not provided by the hotel.
In doing bell service the concierge attends the guest from their first step into the hotel to the final room destination. Visitors to Britain may find the best place to sample local culture is in a traditional pub.
Besides the bell service, the concierge also provides information service .
Unit 2
Step 4 Text
Analysis of the Text:
As many guest services have become computerized and standardized
computerized adj.计算机的
e.g. Almost every process is computerized.
几乎每一道工艺都是由电脑控制的。
Standardized adj. 标准的,定型的
e.g. The date should be standardized.
资料必须标准化。
Unit 2
Analysis of the Text :
…from their first step into the hotel to the final room destination. destination n. 目的地, 终点
e.g. Finally they approached their destination.
最后他们就要到达他们的目的地了.
…in case unnecessary dispute arises when the guests check out.
dispute n.辩论, 争端, 争执
e.g. John got into a dispute with Jack about the money.
约翰与杰克为了钱的事吵了起来。
Unit 2
Analysis of the Text:
…they should know the surrounding community as well as the hotel very well.
community n. 社区, 社会, 团体；大众, 公众；共有, 共享
e.g. urban community 都市社区
Usually the concierge provides directions and information about local attractions and facilities…
facilities n.设施设备
e.g. medical facilities 医疗设施
Unit 2
Analysis of the Text:
Thus it is a challenging job to be a qualified concierge.
challenging adj.富有挑战性的;需要充分发挥能力的
e.g. She performed the most challenging task without a mistake.
她毫无差错地完成了这一最富有挑战性的任务。
qualified adj.有资格的, 适合的, 胜任的
e.g. Jane is well qualified for this teaching job.
简很适合担任这份教职。
Unit 2
Exercises I : Answer the following questions
1.Is concierge service important
2.What are the basic duties of the concierge staff
3.What are the main working steps of the concierge service
4.Why is it a challenging job to be a qualified concierge
II Give a summary of Text A with the help of the answers of Exercise 1.
Writing an essay by putting together the answers to the questions in Exercise I, using such joining words like because, and, but and so on.
Translation
1.负责钥匙和问询的员工常被称作“礼宾员”，这是一个法语词，意思是门卫或房屋看管人。
2.和行李员一样，礼宾员能回答关于饭店服务的各种问题，并能提供当地娱乐活动和观光的信息。
3.礼宾员还常常帮个人安排在当地的交通，包括出租车、机场巴士和一些游览项目。
4.礼宾员也为客人处理一些琐碎的事务，如为客人寄信件和邮包之类。
Unit 2
Answer to translation for reference
1. Employee who in charge of keeping the keys and offering information is called “Concierge”, which is a French word and means doorman or doorkeeper.
2. Like the bellman, concierge could answer all the questions about the hotel and offer entertainment and sightseeing information about the place where the hotel located.
3. Concierge also helps to arrange the transportation of the trip ,like taxis、airport bus and other sightseeing activities.
4. Concierge also runs errands for the guest, like mail the letter and parcels.
Unit 2

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