饭店服务与管理英语教学课件作者匡宝红4.ppt

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1、Unit4CommunicationPartOneSpeakingandPassagePartTwoGrammarPartThreeExtraReadingPartFourStructureandVocabulary下一页返回PartOneSpeakingandPassageTextGuestForemostHotelsreceiveguestsfromallovertheworld.Itisthepleasedandsatisfiedgueststhatkeeptheindustrybooming.Servingguestsisindeedanart.Serv

2、iceisunderstanding,anticipatingandfulfillingneedsofothers，anddoingitgraciouslyandwillingly.Therefore,weoughttolearnsomethingaboutthe"HierarchyofNeeds.Oncealevelofneedissatisfied，hierarchybecomesvitaltous.Whoeverisnolongeramotivator.Andthenextneeduptheguestis，heorshemustbetreatedasaVI

3、P.下一页返回PartOneSpeakingandPassageWhateverthereasonableneedis,itmusthewellunderstoodandfulfilled.Inthissense，wesayservicefirstandguestsforemost.Goodserviceisablendingofcourtesyandefficiencywithouteitherfamiliarityorservility.上一页下一页返回PartOneSpeakingandPassageDialogue1TelephoneServiceSit

4、uation:Thetelephonerings.Theoperator(0)picksupthereceiveratthethirdring.O:Goodevening.speaking.MayIhelpyou?Guest(G):Oh，yes.I’mleavingforhometomorrow.I’dliketoinformmywifeinChicagoofmyreturn.MayIusethephoneinmyroom?O:Certainly，sir.WehaveIDDsysteminourhotel.Justdialthecountrycode，thear

5、eacodeandthenumberyouwant.上一页下一页返回PartOneSpeakingandPassageG:Isee.Onemorething,I’dliketoplaceamorningcall.O:Noproblem，sir.Atwhattimedoyouneedthemorningcall?G:Sixo’clocksharp，please.O:MayIhaveyournameandroomnumber,please?G:JackRobinsoninRoom408.(Theoperatorrepeatstheorder.)O:Anythinge

6、lseIcandoforyou，sirs?G:No，thanksforyourhelp.O:You’rewelcome.上一页下一页返回PartOneSpeakingandPassageDialogue2SendingaTaxSituation:TheBusinessCenterclerk(C)isreceivingaguest(G).C:Goodmorning,sir.MayIhelpyou?G:Goodmorning.Couldyousendafaxforme?C:Yes，sir.Whereto，please?G:It’stotheNewYorkCity.C

7、:Couldyoutellmethefaxnumber,please?G:Certainly.It’s001-212-642-2208.上一页下一页返回PartOneSpeakingandPassageC:Isee.Howmanypages，please?G:Altogether8pages.Hereyouare.(Theclerksendsthefax.)Bytheway,howdoyouchargeforthefax?C:It'sthesameasthelongdistancecalltoNewYork.15yuanaminute，foraminimumof

8、3minutesarea