酒店职业英语 Module 13 Personalized Service Module 13 Personalized Service.ppt

Thank you! “十二五” 职业教育国家规划教材 经全国职业教育教材审定委员会审定 主　编：王君华　韩福乐 副主编：彭一飞　何　珊 （第二版） Zoom In Student Book　学生频道 Module 13　Personalized Service Module objectives After learning this module, students should be able to: Handle guests’ requests Offer baby-sitting service Deal with emergency Deal with complaints Module 13　Personalized Service Courtesy 　　We can use “SERVICE” to summarize the basic requirements of housekeeping services. 　　S—Sincere (真诚) 　　E—Efficient (高效) 　　R—Ready to serve (随时准备提供服务) 　　V—Visible (可见效果) 　　I—Informative (有问必答) 　　C—Courteous (礼貌) 　　E—Excellent (出色) Module 13　Personalized Service Speaking Culture Link Further Reading Practical Writing Lead-in Listening Language Focus Exercises Lead-in Task 1 Match the pictures with the corresponding terms in the box. DND Sign baby-sitting service shoe shining service Service Directory 1. _______________________ baby-sitting service 2. _______________________ service Directory Lead-in Task 1 Match the pictures with the corresponding terms in the box. DND Sign baby-sitting service shoe shining service Service Directory 3. _______________________ DND Sign 4._______________________ shoe shining service Lead-in Task 2 Work in pairs. Think of some other services provided in the Housekeeping Department. dealing with emergency handling lost and found articles providing something extra on request morning call/wake-up call handling complaints Listening Task 1 Listen to the following conversation and fill in the blanks with the words or expressions you have heard. Assistant Manager = A Bell Anderson = B A: Good morning, sir. May I help you? B: I’m Bell Anderson. I’m in Room 908.___________________________? It’s too noisy. My wife was woken up several times by the noise the baggage elevator made. She said it was too much for her. A: I’m awfully sorry, Mr. Anderson. ____________. Room 908 is at the end of the corridor. It’s possible that the noise is heard early in the morning when al