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(共29张PPT)
Chapter 4 Health and Recreation Service康乐服务
Unit 1 SPA Service 水疗服务
Training Objectives实训目标
After learning this unit, students will be able to:
1. Recommend SPA service.
2. Offer good service to customers.
3. Introduce the procedure of SPA service.
4. Handle customers’ complaints.
Working Procedures工作程序
Receiving Customers→Recommending SPA Services→Offering SPA Services→ Making Payment→Expressing Appreciations and Wishes
New Words and Expressions
1. therapeutic adj. 治疗的
2. beautician n. 美容师
3. slippers n. 拖鞋
4. bracelet n. 手镯
5. beauty n. 美容
6. occupation n. 职业
7. essential oil 精油
Useful Words and Expressions
1. Health and Recreation Center 康乐中心
2. SPA therapeutic massage 按摩治疗
3. skin care 皮肤护理
4. body treatments 身体护理
5. hand and foot message 美手与美足
6. hair salon 美发
7. dressing room 更衣室
8. treatment room 护理室
9. oil massage 涂油按摩
Section E　Summary总结
In this unit, we have learned how to recommend Spa services and offer good services to the customers. We have also learned how to acquire communication skills while serving customers. As a clerk, he or she should be knowledgeable, skillful, polite, patient and have a good attitude to the customers.
Unit 2 Gym Service 健身房服务
Training Objectives实训目标
After learning this unit, students will be able to:
1. Recommend a gym service.
2. Offer good service to the customers.
3. Understand etiquette .
4. Deal with customers’ complaints.
Working Procedures工作程序
Receiving Guests→Recommending Gym Services→Answering Inquiry→Making Payment→ Expressing Appreciations and Wishes
New Words and Expressions
1. apparatus n. 器官，装置，机构，组织，仪器
2. expander n. 扩充器
3. massage n. 按摩 v. 按摩，用……揉擦
4. yoga n. 瑜珈
5. pamphlet n. 小册子
6. dumb bell 哑铃
7. bodybuilding 健美运动
8. race apparatus 比赛器材
9. weight lifting 举重
10. stationary bike 固定自行车
11. muscle expander 肌肉扩展
12. Nautilus machine 鹦鹉螺机
Useful Words and Expressions
1. treadmill 跑步机
2. warm up （运动前）热身
3. cool down （运动后慢慢）缓和
4. personal trainer 健身教练（=fitness trainer）
5. dumbbells 哑铃
6. barbell 杠铃
7. chest press machine 坐姿推胸机
8. upper back 背肌训练机
9. squat 蹲式复合训练机
Section B　Handling Complaints/Case Discussion 投诉处理/案例讨论
At the Gym Center
Mr. Black is a regular guest at the hotel. He goes to Beijing on business every other month and stays at the Jinghua Hotel for one week each time.
As usual, Mr. Black uses the hotel gym facilities to exercise, but he finds that some of the exercise equipment such as the treadmills do not work, so he turns to the clerk and complains that the Gym Center does not offer a good service as it has promised.
Being a clerk working in the Gym Center, how would you handle Mr. Black’s complaint
Section E　Summary总结
In this unit, we have learned how to recommend gym service and offer good service to your customers. We have also learned how to acquire communication skills while serving the customers. As a clerk working in the hotel gym, he or she should keep smiling, be knowledgeable, skillful, polite, patient and eloquent.
Unit 3 Ballroom Service 舞厅服务
Training Objectives实训目标
After learning this unit, students will be able to:
1. Master useful expressions relevant to ballroom service.
2. Offer information on dance music provided by the ballroom.
3. Provide ballroom service to the guests.
4. Solve problems that may occur in the ballroom.
Working Procedures工作程序
Greeting Guests→Telling Guests About the Payment and the Discount Rate→Asking the Guests’ Requirements and Hobbies→ Expressing Wishes and Offering Help→ Expressing Appreciations
New Words and Expressions
1. ballroom n. 舞厅
2. twist n./v. 摇摆，扭曲
3. disco n. 迪斯科
4. jazz n. 爵士
5. chacha n. 恰恰
6. awesome adj. 真了不起
7. slow roll 慢摇
Useful Words and Expressions
1. foxtrot 狐步舞
2. rumba 伦巴舞vi. 跳伦巴舞
3. tango 探戈舞
4. twist 扭摆舞
5. elegant 优美的，讲究的
6. atmosphere 气氛，环境
7. gracefulness 优美，雅致
8. slippery 滑的
9. amazing 令人惊异的
10. Viennese waltz 维也纳华尔兹舞
11. break dance 霹雳舞
12. reckon 认为
13. tempo （音）速度；拍子
14. conga 康茄舞
Section B　Handling Complaints/Case Discussion 投诉处理/案例讨论
At the Ballroom
Mr. Smith is celebrating his birthday with his friends in the ballroom’s private box at the hotel. They are having a good time. But suddenly, the ballroom has no electricity. All the guests are complaining loudly to the attendant.
1. Have you had a similar experience How did you handle it
2. Suppose you were the attendant, how would you handle Mr. Smith’s complaint
Section E　Summary总结
In this unit, we have learned some useful expressions relevant to dancing. We also have learned how to offer ballroom service to the customers. As an attendant in the hotel ballroom, he or she should keep smiling, be polite, patient, skilful and easygoing.
Unit 4　Beauty Salon Service
美发沙龙服务
Training Objectives实训目标
After learning this unit, students will be able to：
1. Master useful expressions relevant to beauty salon service.
2. Offer information on services provided by the beauty salon.
3. Provide a haircut service to guests.
4. Offer a facial treatment to guests.
Working Procedures工作程序
Greeting Guests→Telling Guests About the Payment and the Discount Rate→ Asking for Guests’ Requirements and Hobbies→ Expressing Wishes and Offering Help→ Making Payment→Expressing Appreciations

New Words and Expressions
1. trim n. 修剪，整齐
2. moustache n. 髭，小胡子
3. gel n. 凝胶，胶体
New Words and Expressions
1. toner n. 爽肤水
2. invigorate vt. 滋补，滋润；使活跃；使健壮
3. exfoliation n. 剥落；剥落物
4. peel v. 剥（皮）；被剥（或削）去皮
5. scrub n. 擦洗；擦净
6. massage vt. 给（某人或身体某部位）按摩（或推拿）
7. circulation n. 循环，环流；运行
8. moisturize vt. 给（皮肤、空气等）增加水分
Section B　Handling Complaints/Case Discussion 投诉处理/案例讨论
At the Beauty Salon
Mrs. Smith is a very important frequent guest at the hotel. She is going to have an important appointment this afternoon.
She goes to the beauty salon to have a haircut and facial treatment as usual. Jenny, the new hairdresser greets her warmly in the salon. Everything is going well. Then all of a sudden, a shouting comes from Mrs. Smith. She is complaining loudly to the hairdresser that the hot water has made her back soaking wet while shampooing her hair.
1. Have you had a similar experience How did you handle it
2. Suppose you were Jenny, how would you handle Mrs. Smith’s complaint
Section E　Summary总结
In this unit, we have learned some useful expressions relevant to service in the beauty salon. We also have learned how to offer a haircut and facial treatment to customers. As an attendant or hairdresser in the hotel beauty salon, he or she should keep smiling, be polite, patient, skillful and easygoing.

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