PDF《礼宾的工作职责是什么？》

8 Motels, etc.) have loyalty programs that allow guests to earn points (redeemable for discounts, future stays, or other prizes). 顾客忠诚计划:商家制定的营销策略,目的在于奖励忠诚顾客,刺激消费并留住 核心顾客.几乎所有酒店连锁集团(贝斯特韦斯特/最佳西方、精选、假日、万豪、速8等)都设有忠诚计划,客人可以累计积分(享受折扣、免费房或其他优 惠项目) .

3 Exercises and Activities 练习与活动 Exercise 1: Pair work. Watch the video and answer the following questions. Discuss your views with a partner. 练习 1:组对活动.观看视频短片,回答下列问题,并与你的搭档进行讨论. 1. How many characters are in this video? Name each character and his or her role. 这个视频短片中有几个人物?请说出他们各自的角色. 2. Why did the chief concierge recommend the Areca Valley? Can you describe this attraction? 礼宾司为什么向客人推荐槟榔谷?你能用自己的话描述一下这个景点 吗? 3. How did the chief concierge wow the guest at the end of the video? 视频最后,礼宾司是如何做到超越客人期待的? 4. What can you learn from the customer service in this video? Name at least three things that you have learned. 从这个视频短片的对客服务中你能学到什么?请列出至少三点. Note: Teachers can also pause the video player at certain points and ask questions for further understanding. For example, you can: 注:教师可以在某一位置将视频暂停,向学生提问以加深对视频内容的理解.例如,你可以: ? Pause at 00:50 and ask, What information would you use to introduce Mr. Wong to Chief Concierge Michael if you were Front Desk Agent Jenny? 在00:50 处暂停并提问: 如果你是前台接待员 Jenny,你会如何向礼宾司 介绍王先生? ? Pause at 01:09 and ask, What would you like to know about the guest in order to make a good recommendation? 在01:09 处暂停并提问: 为了向客人推荐适合的景点,你需要了解客人 的哪些信息? ? Pause at 01:59 and ask, What else are you going to do for the guest after introducing the attraction? 在01:59 处暂停并提问: 向客人介绍景点之后,你还需要做什么? ? Pause at 04:38 and ask, Why did the chief concierge prepare vegetarian treats for the guest? What do you learn from that? 在04:38 处暂停并提问: 为什么礼宾司为客人准备了素食点心?你有什 么启示? Exercise 2: Watch the video again and fill in the blanks with the missing words or expressions.

4 练习 2:请再次观看视频短片,并根据所听内容补全对话. Chief Concierge: My name is Michael Wang. I am the chief Concierge. It is nice to meet you. I would be happy to assist you. Guest: Yes, I'

m here for a business meeting and I only have one day off. I know there are many great sites to see, but_Somewhere would be nice also. Chief Concierge: Since this is your first time here, Mr. Wong, I highly recommend which is also known as Binglanggu. It'

s located in the Ganza Ridge Natural Reserve on the border of Sanya City and Baoting County. It'

s called Binglanggu because The reserve comprises three major features: and It'

s a well-known attraction, but not too touristy. Guest: That sounds perfect. How far is it from the hotel? Chief Concierge:It is open from

8 a.m. to

6 p.m. daily and the is

165 RMB. If you would like, I can arrange a car for you. Activity 1: Group Work. Work in a group of four. Each student takes one of the roles: Guest, Front Desk Associate, Chief Concierge and Bellboy. Role-play the conversations in the video. 活动 1:小组活动.学生以四人为一个小组,每人扮演视频短片中的一个角色: 客人、前台员工、礼宾司以及行李员.根据视频短片中的对话进行角色扮演. Activity 2: Group work. Work in a group of three to four students. Create a scenario in a lobby setting about great concierge service. Write the script and each student takes a role. Perform the conversations for the rest of the class. 活动 2:小组活动.学生以三到四人为一个小组.每组学生共同创作一个以大堂 为场景体现优秀礼宾服务的对话. 编写剧本和对话, 每位学生扮演其中一个角色. 每组学生在班上进行表演.