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1、Hotel Practical EnglishScene 4 Information ServiceTeaching ProceduresExercises 4Text3Hotel Practical English2Case Study5Home Reading6Free Talk1.Free TalkSuppose you stay in a hotel and you will go for a job interview today.But you dont know where the company is,so you ask the staff at the Informatio
2、n Desk.But they also have no idea about it.Whats your feeling now?Its an information age now.How do you think about it?Give good reasons to support your opinion,please.Hotel Practical EnglishDialogue 1 I Need a Ticket to Osaka(A:Receptionist B:Guest)A:Good morning,sir.Anything I can do for you?B:Goo
3、d morning.I need some information about touring Osaka,Japan.A:There are three flights to Osaka weekly:Monday,Wednesday,and Friday.Which day do you prefer?B:Which one is direct?A:The flights on Monday and Friday are direct.When were you thinking of flying to Osaka?B:I would prefer Friday.Will this be
4、 round trip or one way?A:Round trip returning the following Monday.How would you like to fly?Economy?Business?Or first class?B:First class,please.What time does the flight take off?A:The flight departs at 11:20 AM and arrives in Osaka at 6:40 PM local time.Hotel Practical EnglishB:How much does one
5、air ticket cost?A:$877.B:Good.Could you get me two tickets?A:Sorry,sir.Please go to the Beijing Travel Service Agency in our hotel.Its on the ground floor.大大阪阪城城.Hotel Practical EnglishDialogue 2 How Far Is the Nearest Post Office?(A:Receptionist B:Guest)A:Good afternoon,Madam.We have a parcel notic
6、e from the post office for you.Here it is.B:Thanks.By the way,could you please get it for me?A:Im sorry,madam.This service is not available in our hotel.So you have to do it by yourself.B:Thats OK.Do you know how many days the post office can keep it?A:Just three days.If you cant pick it up on time,
7、maybe you have to pay a small fine.There is a post office in the basement.You can have a clerk get the package for you.But you have to pay fifteen yuan for it.B:Thanks for the information.I think Ill do it by myself.How far is the nearest post office?A:Just ten minutes by bike.B:Could you tell me ho
8、w to get there?A:Sure.First,cross the road.And then go down the street,through one supermarket and a big hotel until you see the traffic lights.The post office is on the left.B:OK.I think I can get it.Hotel Practical EnglishA:Take your passport and this notice with you when you go there because youl
9、l need to show them when you get the package.B:Oh,I see.Thanks a lot.A:Its my pleasure.Text Information DeskThe Information Desk is one part of the Front Office.The general responsibility is to offer information,direction and suggestion to customers quickly and considerately.Staff working in this br
10、anch should be able to work independently and respond to the customers inquiries as accurately as possible.At the same time,they should learn and master the knowledge of questions regarding ordinances,regulations,policies as related to the hotel so that they can give responses to the customers quest
11、ions immediately.Staff at the Information Desk are also called receptionist.They should able to provide all the information on their hometown for the guests such as the information on the airport,the station,the cinema,tourism and so on.Guests may be stressed by the frustrations of unfamiliar surrou
12、ndings,unclear directions or unfamiliar public transportation.The receptionist at the Information Desk should be considerate of the traveler under these circumstances and can recognize anxiety,restlessness,and hostility and respond to them in a positive,understanding manner.Text Each customer has th
13、eir special need,so it is extremely important to offer different information that can help each person to make their stay happy and their outgoing convenient.This is a fantastic aid for all the customers.In one word,whats primarily needed as a receptionist at the Information Desk is good at handling
14、 information and good at dealing with people.If the requests and questions are beyond your knowledge,you can never say no to the guest.You should contact the related department or company positively and then give the guest a satisfactory answer.Exercises Role-play activity The following is a role-pl
15、ay activity to practice providing the information on the hotel for the guest.Divide the class into two groups:hotel receptionists and guests.And then have the students work in pairs.The following is a conversation just as a sample.The students can create conversations as they like.A:Good afternoon.W
16、hat can I do for you,sir?B:Good afternoon.May I have a brochure of your hotel?A:Of course,sir.Here you are.B:Thanks.My friends will come on business next week from France.So I want to know something about your hotel service.What star is your hotel?A:Its a five-star hotel.The fully equipped business center covers everything from translation to fax.And the elegant design and warm service make guests feel at home.B:What kind of rooms do you have?A:There are 500 international-standard rooms.For exam
