PDF《超越客人期待之酒店故事》

Exceeding Customer Expectations: One Hotel'

s Story: 超越客人期待之酒店故事 Learning Objectives: After viewing and discussing this video, students will be able to: 学习目标:观看视频并讨论视频内容后,学生能够: ? Describe various scenes in the video 描述视频中出现的不同场景 ? Make small talk with guests 与客人进行闲聊 ? Define and explain what it means to exceed customer expectations 理解并阐述超越客人期待的内涵 ? Deliver exceptional customer service by exceeding customer expectations 超越客人期待,提供优质对客服务 ? Define topic-related words and use expressions from the video 定义视频中与主题相关的生词并使用相关表达 ? Demonstrate role-plays from various scenes and create original role plays 演示并创建不同场景下的情景对话 Warm-up Activities 热身活动 Discuss the following questions with a partner: 与你的搭档讨论下列问题: 1.

Small talk is the way that hotel staff begin to interact with guests. What are some safe topics that you can think of when striking up a conversation with hotel guests? 闲聊是酒店员工与客人互动的一种方式. 你知道哪些话题适合与酒店客人进行闲 聊吗? 2. What are your expectations when you stay in a hotel or dine in a restaurant? Describe a time when you received excellent customer service that exceeded your expectation in a hotel or restaurant setting. 当你在酒店入住或在餐厅用餐时, 你有哪些期望?请讲述一次你在酒店或餐厅曾 获得的优质服务,并指出哪些地方超越你的期待. New Words and Expressions 生词和表达 grill: v. cook food by putting it on a flat metal frame with bars across it;

cook food above or below strong direct heat 烧烤 n. a place where you can buy and eat grilled food 烧烤店 platinum n. a chemical element that is an extremely valuable silver-colored metal, used in jewelry and in industry 白金,铂upgrade v. to give someone a better seat on a plane or a better room in a hotel than the one he or she paid for 给(飞机乘客或酒店客人)升级 suite n. a set of rooms, especially expensive ones in a hotel 套房(尤指酒店豪华套 房) appetizer n. a small dish that you eat at the beginning of a meal(餐前的)开胃小吃 champagne n. a French white wine with a lot of bubbles, consumed on special occasions (法国)香槟酒 memorable a. worth remembering 难忘的,值得纪念的 Guinness World Record It, known as The Guinness Book of World Records, is a reference book published annually, listing world records both of human achievements and the extremes of the natural world. 吉尼斯世界纪录 décor n. the way that the inside of a building is decorated 装修风格,装饰布局 ambience n. the quality and character of a particular place and the way these make you feel 气氛,情调,环境 patio n. a flat hard area near a house, where people sit outside 露台,天井 eternal a. continuing forever and having no end 永远的,永恒的 Merlot n. a type of red wine, originally made in France, or the type of grape from which this wine is produced 梅洛(原产自法国的一种红酒,也指酿酒用的葡萄) Cabernet Sauvignon n. a type of dark red wine made from black grapes originally grown in the Bordeaux area of France, and now throughout the wine-producing world 赤霞珠(长在法国波尔罗地区的一种黑葡萄, 现用于世界各地酿酒业中) blend n. a mixture of different things or styles 混合物 Bordeaux n. a port city in southwestern France;

a major center of the wine trade;

a type of wine 波尔多(法国西南部港口城市) Eiffel Tower n. a famous tall structure in Paris, made of metal, that is often regarded as a symbol of Paris or France 埃菲尔铁塔 Notes 注释 1. Guest relations officer: A hotel guest relations officer (GRO) is at the forefront of customer service. A GRO meets and greets arriving guests and bids them farewell as they leave. He or she reviews the arrival list daily and assists in preparing and distributing welcome amenities. GROs escort VIPs to their rooms and check them in before their arrival. The GRO provides hotel guests with above-and-beyond service to ensure their experience will be worth remembering. He or she also promotes all the facilities of the hotel and knows the surrounding areas when asked for directions. A GRO should also be familiar with the best places to tour, shop and dine. 宾客关系主任:酒店宾客关系主任(GRO)是对客服务的一线员工. GRO 负责 会见并迎接到店的客人,并在客人离店时进行道别. 他们每天检查到店客人名 单,并协助准备和分发欢迎礼物. GRO 护送 VIP 客人到房间,并在客人到店前 办理好入住手续. GRO 为酒店客人提供超越期待的服务,希望能为客人留下难 忘的入住体验. 他们非常熟悉周边环境,能够根据客人需求提供游玩、购物和 用餐的最佳场所,同时也会向客人推荐酒店的设施. 2. California Grill: It is the main dining outlet at JW Marriott Hotel Shanghai at Tomorrow Square, serving steaks and seafood finished on the grill, as well as brunch and business lunches. JW'

s California Grill also offers a stunning view of downtown Shanghai. It was selected as the

2016 Best Steakhouse in Shanghai. 加州扒房:上海明天广场 JW 万豪酒店餐厅,提供烤牛排和海鲜、早午餐和商务 午餐.餐厅地理位置优越,可以俯瞰上海城市中心的迷人景色.该餐厅被选为

2016 年度上海最佳牛排餐厅 . 3. Executive Lounge: The Executive Lounge is reserved for guests staying in rooms on the executive level in a hotel. Service and amenities of an executive lounge usually include buffet style breakfast in the morning, coffee, tea, snacks and non-alcoholic drinks throughout the day, appetizers, cocktails and a variety of wines during the Happy Hour (usually

5 pm to

8 pm). Guests who have access to the executive lounge can also check in and check out there. The executive lounge also serves as an effective workspace, with quiet work areas and free WiFi. Luxury hotels often place their executive lounges on high floors with a beautiful view of the city. 行政酒廊:入住行政楼层的客人可以享用行政酒廊的服务.通常包含自助早餐、 全天咖啡、茶、小食和软饮、 欢乐时光 (通常晚

5 点至

8 点)期间开胃菜、鸡 尾酒和各种葡萄酒. 行政楼层的客人可以在行政酒廊办理入住和退房.同时提供 安静、优雅的工作环境和免费 wifi.奢华型酒店通常将行政酒廊设在较高楼层, 可俯瞰城市的美丽景观. Exercises &

Activities 练习与活动 Exercise 1: Pair work. Watch the video and answer the following questions 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. Who greeted Mr. and Mrs. Smith at the hotel gate? What did they talk about on the way to the executive lounge? 在酒店门口欢迎史密斯夫妇的员工是谁?在与客人去行政酒廊的路上他们谈 论些什么? 2. What have you learned from the check-in conversation between Mr. and Mrs. Smith and Grace? Do you think Grace did a good job? Grace 在给史密斯夫妇办理入住时表现得如何?你能学到什么? 3. Why did the lounge staff take Mr. and Mrs. Smith to the library on the 60th floor? What did they do up there? 行政酒廊的员工为什么带史密斯夫妇去参观位于酒店

60 层的图书馆, 他们在 图书馆做了什么? 4. What welcome amenities did the hotel prepare for Mr. and Mrs. Smith upon their arrival in their room? 酒店为史密斯夫妇在房间里准备了哪些欢迎礼物? 5. What did the hotel staff do to give Mr. and Mrs. Smith a memorable dining experience in the restaurant? 为了给史密斯夫妇一次难忘的用餐体验,酒店员工是如何做的? 6. What can you learn from customer service in this video? Please name at least three things that you 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.........