实用酒店英语 第二版 ppt 课件unit 19.ppt

Ask the Cloakroom,Unit 19,高职高专 旅游与酒店管理类课程规划教材,实用酒店英语（第二版）,,大连理工大学电子音像出版社,Ask the Cloakroom 寄存服务,How to store and deliver guests’ luggage 如何寄存与交付客人行李 How to send guests’ luggage to their rooms 如何将客人行李送至客房,Aims of Studying,,Content,,,,Dialogues,1. 行李寄存服务应遵守的总原则 为客人提供行李服务时,行李员应先征得客人同意后,方可提拿行李｡搬运行李要轻拿轻放｡在行李房明显位置张贴行李寄存须知｡寄存须知要标明哪些物品可以寄存､哪些物品不能寄存､寄存有效时间､过期处理规定､代领规定以及物品丢失赔偿等方面的内容｡ 2. 为散客提供行李服务 为散客提供入住行李服务时,行李员为客人将行李送至房间时,应将行李放在行李架上或客人要求的地方,并视情况向客人介绍客房设施及饭店服务｡ 为散客提供离店行李服务时,行李员应为客人行李挂行李牌,标明房号,方便客人识别｡ 3. 为团队提供行李服务 为团队提供入住行李服务时,行李员要与领队等有关人员办理行李交接手续,核实行李数量,做好记录｡了解掌握团队客人房号,准确快速地将行李送入客人房间,做到行李分送无差错｡,一、行李寄存服务基本常识,,,,,Dialogues,1. 了解客人寄存物品的情况,若发现有不易管理或易碎､易燃的物品,应向客人解 释或建议客人同有关部门联系｡ 2. 客人寄存行李时,行李员应了解寄存物品情况､检查物品外观,详细填写行李寄 存单，并做简单检查,发现有破损应及时向客人说明｡客人寄存2件以上行李时, 要用行李绳拴在一起｡ 3. 在行李卡上填写日期､经手人､行李件数､编号､提取时间,并记下客人的房号, 将行李卡下联撕下交给客人保管,届时凭行李卡下联提取行李｡ 4. 易碎物品应挂上“小心轻放”的标志,把行李上联和编号牌挂在行李明显的地方, 并集中在行李房内｡ 5. 客人领取寄存物品时,行李员要仔细检查领取单,核对有关内容,并请客人当面 确认,确保无错发､冒领等现象发生｡,二､ 行李寄存注意事项,,,,,,Dialogues,J: Good morning sir. Can I help you? S: Yes. I have been waiting for my baggage to be sent up for half an hour. What’s the matter? J: I am terribly sorry, sir. May I have your name and room number, please? S: Yes, it is Stephen Nobel, Room 718. J: How many pieces have you got Mr. Nobel? S: Just one suitcase. J: Could you tell me some features of your suitcase? S: It is red and medium size. J: Is there a luggage tag attached to it? S: Yes, there is a tag with my name and telephone number.,,Storing Luggage 寄存行李服务,J=Jacky (Bellboy) S=Stephen Nobel (Guest),,,,,Dialogues,J: Well, Mr. Nobel. I will check it at once. S: All right. But don’t keep me waiting too long. J: We will try our best to find the baggage. (A few minutes later, the bellboy knocks at the door of Room 718) S: May I come in? J: Who is it? S: The bellboy. I have brought your luggage. J: Fine. Come in, please S: We are very sorry for the delay, sir. Your luggage was wrongly delivered to Room 708. Sorry to have caused you so much trouble. I assure you it will never happen again. Where can I put it? J: Just leave it by the wardrobe. S: Is this everything, sir? J: Yes, that is right.,,,,Dialogues,J: 早上好,有什么需要帮忙的吗? S: 是的,我的行李还没有送上来,我已经等 了半个小时了｡怎么回事? J: 非常抱歉,先生｡我可以知道您的名字 和房号吗? S: 是的,我叫史蒂芬·诺贝尔,我的房间是 718｡ J: 您有多少件行李呢? S: 就一个手提箱｡ J: 您能描述一下手提箱的特征吗? S: 是一个红色的中等大小的手提箱｡ J: 上面有行李标签吗? S: 有的,上面还有我的名字和号码｡ J: 喔,诺贝尔先生,我马上来核查一下｡,,,行李递送延误,J=Jacky (Bellboy) S=Stephen Nobel (Guest),S: 好的,但不要让我等太久｡ J: 我们会尽力｡ (过了一会,行李员敲响了718的房门) S: 我可以进来吗? J: 是哪位? S: 我是行李员,我为您送行李来了｡ J: 请进 S: 很抱歉行李送晚了,您的行李被误送到 708房间｡因此给您带来麻烦深表歉意｡ 我保证以后此类事情不再发生｡这件行 李我应该放在哪呢? J: 把行李放在衣柜边就好了｡ S: 这是全部行李吗,先生? J: 噢,对了!,,,Dialogues,,J: Excuse me, sir. I am the bellboy. What can I do for you? S: Can you show me where to deposit my valuables? J: Sure. This way, please. The cashier desk is just over there. (A moment later) J: Please keep the receipt. May I have your room number, please? I shall escort you to your room with your luggage. S: Thank you. Room 1305.,Escorting the Guest to the Room 送客进房,J=Jacky (Bellboy) S=Stephen Nobel (Guest),,,,,Dialogues,,J: Are these all your baggage? S: Yes, five pieces. J: Would you please follow me, Mr. Nobel? S: OK. J: Please take this elevator to the 13th floor and I will take the luggage elevator. S: No problem. J: I shall meet you at your elevator entrance there and show you to Room 1305. S: Good. Thank you and see you then. J: It is my pleasure. See you later. (Take an elevator. they meet again.),,,,,Dialogues,,J: Your room is here, Mr. Nobel. (Enter the room.) S: Thank you very much. J: Not at all. Where would you like me to put your luggage? S: Anywhere. Just as you like. J: Please check it. Is it the right number of your luggage? S: Oh, yes, that is right. There’s something for you. J: It’s very kind of you. But we can’t accept tips. Thank you all the same. Please enjoy your stay. Good-bye. S: So long.,,,Dialogues,J: 您好,先生｡我是行李员,请问有什么可 以帮上忙的吗? S: 你能否带我去寄存贵重物品? J: 当然,请这边走｡收银台就在那边｡(过了 一会) S: 请保存好收据｡我能知道您的房间号吗? 我可以帮您把行李搬到你房间｡ J: 谢谢｡1305房｡ S: 这些都是您的行李吗? J: 是的,5件｡ S: 诺贝尔先生,您能跟我一起来吗? J: 好的｡ S: 请您乘坐这部电梯到13层,我将乘坐行 李电梯｡ J: 没问题｡,,,送客进房,J=Jacky (Bellboy) S=Stephen Nobel (Guest),S: 我将在电梯出口等您,然后再带您到 1305房｡ J: 好的,谢谢,等会见｡ S: 这是我该做的,稍后见｡ (乘坐电梯……他们又见面了) J: 您的房间在这里,诺贝尔先生｡(进入房间) S: 非常感谢｡ J: 别客气｡您想把行李放在哪呢? S: 你放哪都可以｡ J: 请检查一下,您行李的数目对吧? S: 是的,对的｡这是给你的(小费)｡ J: 非常感谢,但是我们不能接受小费｡不过还 是要谢谢您｡希望您在这里能住得愉快｡再 见｡ S: 再见｡,,,Dialogues,,J: Good afternoon, sir. Can I help you? S: I’m going to check out tomorrow but will be back in a week’s time. Can I leave my luggage here? J: Yes, sure. We do have a storage service. When will you be checking out tomorrow? S: About 9:30 in the morning. J: Then shall we arrange the bellboy to pick up your luggage at 9:00? S: Sure. J: May I have your room number, please? S: 1305.,Delivering Luggage 交付行李服务,J=Jacky (Bellboy) S=Stephen Nobel (Guest),,,,,Dialogues,,J: 1305. We’ll collect your luggage at 9:00 tomorrow. Would you then come to the Front De。