【2019-2020年整理】concierge

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concierge

Key sentences
a) greeting the guest at the entrance
• Good morning, sir/madam. Welcome • •
•
• • • • •
to our hotel. May I help you? Is there anything I can do for you? May I take your handbag for you? May I help you with your suitcase? Allow me, sir. Leave it to me. Let me carry it for you. How many pieces of luggage do you have? I’ll show you to the Front Desk.
c) Arriving at the room ( knock at the door first, unlock the door and switch on light)
• Here is your baggage. Please check and see if it’s all right. • May I put your bags here? • Is this the correct number of your bags?
• Greeting
• Carrying baggage;
• Guiding guests to a room; • Demonstrate(示范） the operations and features of the •
•
• • •
room facilities; Introduce the facilities and services provided by the hotel; Deliver items such as flowers, sundries(杂物), messages to guest rooms upon request. Provide other information: current knowledge of local area, attractions and events.; Loading the luggage when a guest wants to leave Well-wishing

金钥匙服务理念PPT课件

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第四部分
申报条件及程序
2207.1142.年20189月，长城物业集团旗下三位员工获得“国际金钥匙会员”荣誉徽23章
主体如何加盟金钥匙物业联盟:
• 一、合作：2012年3月长城物业与国际金钥匙组织签署《金钥匙战略合作伙伴协议》
• 二、资质要求：甲级商业写字楼、高端住宅、营销中心等 • 费用：首年单体项目68000元/年、次年30000元/年品牌使用费。
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第二部分
金钥匙理念及服务内容
金钥匙的个性化服务：
头脑风暴--想想你们在工作中的案例，哪里体现出个性化服务？（Passport or HK trip）
随机应变
雪中送炭
一条龙服务
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第二部分
金钥匙理念及服务内容
金钥匙的个性化服务本质：
个性化服务的本质在于除满足顾客的现实需要外,还满足了顾客特别的和潜在的需求,创造出服务的延伸价值;延伸服务是在提供核心服务和支持服务的基础上为客人提供超值服务或额外服务,
金金钥钥匙匙理理念念及及服服务务内内容容
第三部分
金钥匙服务案例
第四部分
金钥匙申报条件及程序
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台塑集团王永庆
4
Company Logo
服务共性：
1、当你的服务出现问题的时候，怎么办？（意识）
2、当你的服务无法满足顾客需求的时候，怎么办?
金钥匙定义--制服文化
27.12.2019
金钥匙制服（女装）
套裙
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第一部分
金钥匙定义--制服文化

金钥匙

“金钥匙”是一种“委托代办”（concierge）的服务概念。

“concierge”一词最早起源于法国，指古代酒店的守门人，负责迎来送往和酒店的钥匙，但随着酒店业的发展，其工作范围在不断扩大，在现代酒店业中，concierge已成为客人提供全方位“一条龙”服务的岗位，只要不违反道德和法律，任何事情concierge都尽力办到，以满足客人的要求。

其代表人物就是他们的首领“金钥匙”，他们见多识广、经验丰富、谦虚热情、彬彬有礼、善解人意。

国际金钥匙组织起源于法国巴黎，自1929年至今，是全球唯一拥有80年历史的网络化、个性化、专业化、国际化的品牌服务组织。

自1995年被正式引入中国以来，在中国已发展15年，并覆盖到190个城市，1200多家高星级酒店和高档物业，2000多名金钥匙会员，金钥匙服务已被国家旅游局列入国家星级饭店标准。

2008年国际金钥匙组织中国区荣幸地受到第29届奥运会北京奥组委的邀请，作为唯一的品牌服务机构参与到运动员村和媒体村的接待服务。

百年奥运首次展现金钥匙的服务。

大家知道，钥匙是开锁的，一把钥匙开启一把锁，如果我们把“钥匙”比喻为“方法”，“锁”比喻为“困难或问题”时，一种方法只能解决一种难题。

“金钥匙”是万能钥匙，能开启各种各样的“锁”，解决各种各样的难题。

在中国的酒店和高档物业里，可以看到这样一群年青人。

他们身着考究的深色西装或燕尾服，衣服上别着一对交叉的“金钥匙”标记，彬彬有礼，笑容满面为客人提供委托代办服务，帮助客人解决各种需要、难题的年青人----他们是中国金钥匙。

金钥匙是一个国际的服务品牌，拥有一个先进的服务理念和标准；是一位服务的专家，服务的榜样；也是一个服务的网络。

两把金光闪闪的交叉金钥匙，一把用于开启企业综合服务的大门；另一把用于开启城市综合服务的大门。

金钥匙是企业内外综合服务的总代理，是个性化、极致化服务代表。

“金钥匙是大酒店的小管家，小酒店的大管家，物业服务的贴心管家”。

2019-2020年高考英语高频词汇必背及训练8#.(优选)

2019-2020年高考英语高频词汇必背及训练81.optimistic adj.乐观的We are still optimistic, whatever the result may be.我们仍然乐观，不论结果如何。

The stockholders are optimistic about the pany's future.股东对公司的前景很乐观。

反义词：pessimistic adj.悲观的Her pessimistic attitude turns him off.她那悲观的态度令他很不高兴。

________，she is the sort of woman to spread sunshine to people through her smile. A．Shy and cautious B．Sensitive and thoughtfulC．Honest and confident D．Lighthearted and optimistic2.climate n.(1)气候She is not used to living in a cold climate.她不习惯寒带生活。

(2)(某一社会、时代的)风气，趋势；气氛，环境气氛social climate 社会风气political climate政治气候the current climate of opinion目前的舆论环境After the revolution，the climate of the country remained tense.革命以后，那个国家的气氛依然紧张。

climate/weather辨析climate：气候，指一个地区气候的总情况，如气温、降雨量等，还可指(社会)风气。

weather：天气，指特定的一天或某个时节的天气的具体情况，如冷暖阴晴等。

What will the weather be like tomorrow?明天天气怎样？I would rather live in France because of the climate.由于气候原因，我宁愿住在法国。

2019-2020年高考英语高频词汇必背及训练191719

2019-2020年高考英语高频词汇必背及训练11.access ①通道，入口②(接近或进入的)方法，机会，权利③[vt.]取得，获取（尤指计算机数据）考点提示：①have access to sth.可以使用……/有……接触机会have access to a car/a puter.有汽车/计算机可以使用②gain/get access (to sth.)进入[某地】；见到[某人或某物]完成句子①学生需要得到图书的方便途径。

Students need easy _____________________ the books.②每个人都有受教育权。

Everyone __________________________ education.③只有沿着那条狭窄的路走才能到达他们的房子。

_____________________________their house is along that narrow road.2.absence n. ①缺席，不在场[反presence] ②不存在，缺乏考点提示:①absent (adj.) 缺席的；不在的;be absent from……不在……；缺席……be absent for……（不在）去了……②in/during sb’s absense在某人不在期间完成句子①我不在时，请照看我的房子。

Please take care of my house________________________________________________________________________.②在缺乏其他证据下，我们不得不认为这属实。

We were obliged to accept it as true________________________________________________________________________.③老师对他旷课很生气。

2019年GRE考试阅读高频核心词汇整理(3)

2019年GRE考试阅读高频核心词汇整理(3) Survival 生存Complexity 复杂性Isotope 同位素Perception 感知，理解，看法Snail 蜗牛Suture 缝合处Advocate 提倡，鼓励Context 背景，环境Crucial 至关重要的，关键的Discriminate 区分Favor 偏爱;支持，喜爱Feminism 女权主义运动;女权主义Galaxy 星系Generalization 归纳Scholarly 学术的Virus 病毒Analogous 类似的Analogy 类似;比喻Campesino 农场主人，农夫Census 人口普查，户口普查，人口统计Conceptual 概念的Contaminant 污染物Evolutionary 进化的Framer 制定者，设计者Landscape 风景，景观Literacy 理解水平，文化水平Neuron 神经细胞Pleistocene 更新世Suffrage 选举权Tribal 部落的Aesthetic 审美的;美学，美学标准Aquifer 蓄水层Biologist 生物学家Entirely 完全地Glacial 冰期的，冰川的Homeworker 在家工作的人Metabolic 新陈代谢的Prey 猎物，被捕食者;捕食Random 随机的Antibody 抗体Canon 教规Contradict 与…矛盾Dominate 占主要成分，支配，占优势Genre 类型，体裁，风格;风俗画。

2019-2020年高考英语高频词汇必背及训练5

2019-2020 年高考英语高频词汇必背及训练51.surprise n ．惊奇，惊奇的事I have got a big surprise for you.我给你带来了一个大的惊喜。

v．使吃惊What surprised us most was that she had such a sweet voice. 最让我们感到惊讶的是她有如此甜美的嗓音。

to one's surprise 令人吃惊的是To my surprise, he finished the task only in a few days.。

令我惊讶的是他竟然在几天之内就完成了任务注意：surprising 表示令人惊讶；主语通常是使人惊讶的事；surprised 表示主语本身产生的情绪，主语是人。

What you've told me is surprising.你给我讲的情况真令人吃惊。

The news made us surprised. 这消息使我们很惊讶。

Though ________ to see us ，the professor gave us a warm wele.A．surprise B．was surprised C ．surprised D．being surprised2.disaster n．灾难，不幸，祸患Fires ，floods and earthquakes are disasters.火灾、水灾和地震都是灾难。

This is one of the worst natural disasters ever to befall the area. 这是该地区所经历的最严重的自然灾害之一。

考点提示：disaster - affected area 受灾地区a traffic disaster 交通惨祸a disaster to sb 某人的灾难escape disaster 逃避灾难die in the disaster 死于灾祸The voyage to the Atlantic Ocean ended________.A．with disaster B．in disaster C ．with destroy D．in fail3.promote vt.(1) 促进，增进Exercise promotes health. 锻炼可增进健康。

conce开头的单词 -回复

conce开头的单词-回复Concentration, the Key to Achieving Success in LifeIntroduction:Concentration, often regarded as a cornerstone of success, is the ability to direct one's attention, thoughts, and efforts towards a particular task or goal. It is the state of complete focus and unwavering attention that enables individuals to maximize their productivity and achieve their objectives. In this article, we will delve into the topic of concentration and explore its significance in various aspects of life, including education, career, and personal development.I. Understanding Concentration:To comprehend the power of concentration, it is crucial to examine its underlying principles. Concentration involves deliberately channeling one's cognitive resources and mental energy towards a specific target. It requires blocking out distractions, maintaining sustained attention, and resisting the temptations of divergent ideas or tasks that may arise. Developing concentration skillsinvolves discipline, practice, and cultivating a mindset that values focus and single-mindedness.II. Concentration in Education:Concentration plays an indispensable role in the realm of education. Whether it is studying for an exam, conducting research, or completing assignments, students who possess strong concentration abilities are better equipped to absorb information, comprehend complex concepts, and retain knowledge effectively. The ability to block out external stimuli and immerse oneself fully in the subject matter leads to increased understanding and improved academic performance.III. Concentration in Career:In the professional sphere, concentration is an invaluable asset. The ability to concentrate enables employees to tackle complex projects, make sound decisions, and meet deadlines effectively. Individuals who can maintain focus amidst a flurry of distractions are more likely to produce high-quality work and achieve their professional goals. Furthermore, concentration enhances creativityand problem-solving abilities, enabling individuals to think critically and develop innovative solutions to challenges encountered in the workplace.IV. Concentration for Personal Development:Concentration is not limited to the domains of education and career; it also plays a crucial role in personal development. Engaging in activities that require intense focus, such as practicing meditation, learning a musical instrument, or engaging in a sport, can significantly improve concentration skills. Furthermore, cultivating concentration can enhance mindfulness andself-awareness, enabling individuals to better understand their emotions, thoughts, and behaviors.V. Strategies for Enhancing Concentration:Concentration is a skill that can be honed through deliberate practice and the adoption of various strategies. Some effective techniques for enhancing concentration include:1. Creating a conducive environment: Minimizing distractions, suchas turning off electronic devices, working in a quiet space, and organizing one's workspace, can significantly improve concentration.2. Prioritizing tasks: Breaking down larger tasks into smaller, manageable components and focusing on them in a sequential manner can enhance concentration and prevent overwhelm.3. Practicing mindfulness: Engaging in mindfulness exercises, such as deep breathing or meditation, can help calm the mind, improve focus, and enhance concentration levels.4. Taking regular breaks: Engaging in short breaks between concentrated work sessions can prevent mental fatigue and rejuvenate the mind, improving overall concentration.Conclusion:In a world full of distractions and constant stimulation, concentration has become increasingly vital for achieving success in various facets of life. From education to career advancement andpersonal growth, the ability to hone and nurture concentration skills is indispensable. By adopting strategies to enhance concentration and committing to disciplined practice, individuals can unlock their full potential, improve productivity, and ultimately achieve their goals. Concentration is the key to realizing one's dreams and aspirations, enabling individuals to lead a fulfilled and successful life.。

中国金钥匙组织

中国金钥匙组织“国际金钥匙组织”是一个国际性的酒店服务专业性组织，于1929年在法国成立，距今已有70年历史。

自1951年在瑞士召开的第一届“国际金钥匙组织年会”起，年会有46年的历史。

每一届年会的召开都得到承办地政府、旅游管理部门社会各界的大力支持，都把它当成展示所在国旅游质量的时机。

同时对承办地的旅游事业及旅游宣传起到了积极的促进作用。

另外，与会者都是旅游服务能手，因此给当地旅游业技术交流带来了蓬勃生机。

1999年2月中国国家局正式批准成立中国饭店金钥匙组织，划归中国旅游饭店协会管辖。

国际金钥匙组织执委在44届国际金钥匙年会决定2000年第47届年会在中国召开，因为广州是中国金钥匙的发源地，所以成为亚洲第二个举行年会的城市，这是广州市的荣誉，也是中国旅游界盛事。

中国金钥匙组织”是国际金钥匙组织第31个成品员国团体会员，同时是中国旅游饭店协会的一个专业委员会。

1929年,70年以前,一群法国人创造了一种新的理念:酒店金钥制服务。

1999年,70年以后,一群年青的中国人经过几年奋斗,正在把这一理念在中国这块古老而又新鲜的土地上发扬光大。

70年的理念传递,70年的世界扩展,都是在努力追求到达极致--尽善尽美的个性化服务。

任何一件事情或是一项工作,只要追求极致,就会进入化境。

庖丁解牛,如土委地,不过是一屠夫之举,但其中所蕴涵的美感却影响了两千年。

技高近手艺,欲极达于境,艺术和境界的结合就超越了日常的琐碎和平庸,产生了一种新的人生境界,这就是中国金钥匙的全新理念-一在客人的惊喜中找到富有的人生。

这种富有,首先是精神的富有:拥有不断的追求;其次是知识和技能的富有,不断地丰富自己;再次是朋友的富有:缘的不断扩大;最后才是物质的富有:不过小康而已。

因为在金钥匙的理念中,自身财富的增加永远不会表达在物质上,而永远表达在追求中。

追求是一个过程,正如数学中的极限概念一样,极致也是一个始终在逼近但永远不能穷尽的目标。

【2019-2020】高考英语考试大纲核心单词 C-范文模板 (2页)

【2019-2020】高考英语考试大纲核心单词 C-范文模板本文部分内容来自网络整理，本司不为其真实性负责，如有异议或侵权请及时联系，本司将立即删除！== 本文为word格式，下载后可方便编辑和修改！ ==高考英语考试大纲核心单词 CCcaf & eacute ; n .咖啡馆，小餐厅cage n .笼，鸟笼，囚笼 calculate vt .计算，估计，计划calm a .平静的 candidate n .候选人，投考者carpet n .地毯，毡毯，毛毯 carrot n .胡萝卜cart n .二轮运货马车 case n .情况，事实，病例cash n .现金，现款 castle n .城堡casual a .偶然的，随便的 cattle n .牛，牲口，家畜cave n .山洞，洞穴，窑洞 centimeter n .厘米central a .中心的，主要的 ceremony n .典礼，仪式，礼节certainly ad .一定，必定，当然 chain n .链，链条，项圈challenge n .挑战 champion n .冠军channel n .海峡，渠道，频道 chapter n .章，回，篇character n .性格，特性，角色 characteristic a .特有的 n .特性charge vt .索价，控告 n .费用 chat vi . n . 闲谈，聊天check n .支票 cheek n .面颊，脸蛋chief a .主要的，首席的 chimney n .烟囱cigar n . 雪茄 cigarette n .香烟citizen n .公民，市民，居民 civil a .公民的，文职的。

(整理)4780-酒店各部门的英文名称.

1．Executive Officet行政办公室2．Human Resources Dept.人力资源部3．Front Office前厅部4．Housekeeping Dept.管家部5．Food & Beverage Dept.餐饮部6．Recreational Dept.康乐部7．Financial Dept.财务部8．Sales Dept.市场营销部9．Security Dept.保安部10．Engineering Dept.工程部11．Waiting list等候名单12．Average room rate平均房价13．DND=Do Not Disturb请勿打扰14．VIP=Very Important Person贵宾15．Package包价服务16．No-show订房不到17．Message留言18．Cancellation取消19．Walk-in无预订散客20．Morning call叫醒服务21．Complain投诉22．Over booking超额预订23．OOO=Out of Order维修房24．Lost and found 失物招领25．Room status 房间状态26．Check in 登记入住27．Check out 结帐离店28．Reservation预订29．Reception接待30．Operator总机话务员31．Business centre商务中心32．DDD=Domestic Direct Dial国内直拨33．IDD=International Direct Dial国际直拨34．LDD=Local Direct Dial市话35．Suite套房36．Standard room标准间37．Double room大床间38．Mini-bar小酒吧39．Laundry service洗衣服务40．Room service送餐服务41．Menu菜单42．PA=Public Area公共区域43．DJ=Disk Jockey音控员44．Tips=To Insure Prompt Service小费45．AM=Assistant Manager大堂副理总经理general manager外方总经理Expatriate General Manager副总经理deputy general manager财务总监Finance Controller销售总监Director of Sales市场总监Director of Marketing客务总监Director of Rooms Divsion行政总厨Executive Chef部门经理department manager;division manager;section manager经理助理assistant manager主管supervisor领班captain销售代表 Sales Executive客房服务员Room Attendant会议服务员Meeting Attendant庭院清扫养护员garden Keeper公共洗手间保洁员Toilet Attendant洗涤工 Washing Worker夜间清洁工Night Sweeper日夜保洁员Mobile Cleaner服装保管员Uniform Keeper干湿洗工Washer手烫工Presser大烫工 Flat Work Ironer服务中心接线生Room Center Coordinator 接待员 Reception商务中心文员Business Center Clerk商场营业员 Market Attendant迎宾门僮Bell man机场代表Air Representative文员兼仓管Secretary & Storeroom Keeper 康乐部经理Recreation & Health Manager 娱乐经理Recreation Manager康体经理Health Manager桑拿领班Sauna CaptainKTV领班Karaoke Captain桑拿服务员 Sauna AttendantKTV服务员Karaoke Attendant网球服务员 Tennis Attendant棋牌服务员 Chess & Cards Attendant乒乓服务员 Table Tennis Attendant台球服务员Billiards Attendant射箭服务员 Toxophily Attendant酒吧服务员 Bar Attendant美容服务员Beauty Attendant餐饮部经理 Food & Beverage Manager中餐经理 Chinese Food Manager西餐经理 Western Food Manager行政总厨Executive Chef冷菜房厨师长Cold Food Chef西点厨师长Western Food Chef加工间厨师长Primary Processing Chef宴会厅领班 Banquet Captain传菜间领班 Pass Food Captain西餐厅领班 Western Restaurant Captain咖啡厅领班 Cafe Captain餐务组领班 Stewarding Captain服务员 Waiter / Waitress咖啡厅服务员 Cafe Waiter / Waitress花店员工Flower Shop Attendant工艺品店员工 Handicrafts Shop Attendant 书店员工 Book Shop Attendant吧员 Bar Attendant仓管员Warehouseman洗碗工 Dishwasher烧腊厨师 Grill Cook冷菜厨师 Cold Food Cook切配厨师Chopper炉灶厨师 Stove Cook炖台厨师 Thumb Cook点心厨师Pastry Cook切配 Chopper炉灶厨师 Stove Cook加工员 Processing总经理 General Manager驻店经理 Resident Manager财务部经理 Finance Manager采购经理 Purchasing Manager结帐经理 Cashier Manager信用审计经理 Credit Manager成本验货经理 Cost Manager仓储领班 Store Room Captain营业点结帐领班 F&B Cashier Captain总台结帐领班F/O Cashier Captain审计员（日/夜审）Day/Night Auditor信用管理员 Credit Clerk应收款管理员A/R Clerk出纳 General Cashier往来款结算员Accounting Clerk收入费用结算员Accounting Clerk成本核算员Cost Clerk验货员 Receiving Clerk信息管理员Information System Clerk 食品采购员Purchasing Clerk - F&B物资采购员Purchasing Clerk – Material 食品保管员Storeroom Keep - F&B物资保管员Storeroom Keep - Material 餐厅收款员F&B Cashier总台收款员F/O Cashier行政部主任Executive Director文员 Secretary人事培训经理P&T Manager福利劳资员Payroll Clerk员工事务长Staff Purser车队队长Driver Captain员工宿舍管理员Dormitory Keeper员工餐厅勤杂工Staff Restaurant Cleaner司机 Driver工程部经理Engineering Manager运行经理Operation Manager维修经理Repairing Manager安消经理Fire Control Supervisor运行领班Operation Captain强弱电领班Strong & Weak Captain维修领班Repairing Captain空调工Air-Conditioning Attendant锅炉工Boiler配电工Electrician强弱电工Strong & Weak Current Worker 机修工Mechanician木工Carpenter万能工Fitting-up Worker水工Plumber仓管员Storeroom Keeper安消部经理Security Manager警卫领班Security Captain门卫Entrance Guard巡逻Patrol Guard监控员TV Monitoring Clerk客务部经理Room Division Manager客房经理House Keeping Manager公共区域经理P / A Manager洗衣经理Laundry Manager大堂经理Assistant Manager前厅经理Front Office Manager市场拓展部经理Sales Manager客房领班House Keeping Captain园林领班Gardens CaptainG R O Guest Relation Office前台领班Front Office Captain礼宾领班Concierge Captain策划兼美工Mastermind & Art Designer。

2019-2020年高考英语高频词汇必背及训练1

2019-2020 年高考英语高频词汇必背及训练 11.access ①通道，进口②(靠近或进入的)方法，时机，权益③[vt.] 获得，获得（尤指计算机数据）考点提示：①have access to sth.能够使用 /有接触时机have access to a car/a puter有.汽车 /计算机能够使用②gain/get access (to sth.)进入 [ 某地】；见到 [ 某人或某物 ]达成句子①学生需要获得图书的方便门路。

Students need easy _____________________ the books.②每一个人都有受教育权。

Everyone __________________________ education.③只有沿着那条狭小的路走才能抵达他们的房屋。

_____________________________their house is along that narrow road.2.absence n. ①缺席，不在场 [ 反 presence] ②不存在，缺少考点提示 :①absent (adj.) 缺席的；不在的 ;be absent from不在；缺席be absent for（不在）去了②in/during sb ’ s absense在某人不在时期达成句子①我不在时，请照看我的房屋。

Please take care of my house________________________________________________________________________.②在缺少其余凭证下，我们不得不以为这真实。

We were obliged to accept it as true________________________________________________________________________.③老师对他逃课很生气。

《剑桥词典》公布2020年度词汇，果然是这个词获选……

《剑桥词典》公布2020年度词汇，果然是这个词获选……今日热词打卡年度词汇word of the year《剑桥词典》日前宣布，“隔离”（quarantine）成为其2020年度词汇。

在此之前，《柯林斯词典》宣布“封锁”（lockdown）一词成为2020年度词汇，而《牛津英语词典》则表示， 2020年度词汇实在选不出来。

Cambridge Dictionary has revealed its word of the year is “quarantine”.《剑桥词典》日前发布消息称，其评选出的2020年度词汇是“隔离”。

The dictionary’s editors said that it was the third most searched-for word of the year, but comes in at number one once you discount words that recur almost eve ry year, such as “hello” and “dictionary”.该词典的编辑们说，“隔离”在今年的搜索量中排名第三，但如果去掉“你好”和“词典”这类几乎每年都出现的词，“隔离”就跃居榜首。

recur [rɪˈkɜːr]：vi.复发；重现According to the dictionary, “quarantine” was searched for the most in between 18 and 24 March, when restrictions began to be imposed due to the pandemic.根据《剑桥词典》的统计，“隔离”一词在3月18日至24日之间搜索量最大。

由于新冠疫情，各国在当时开始实施限制措施。

Cambridge Dictionary has said that the word acquired newmeaning during lockdown and has therefore been given an added definition.《剑桥词典》称，在封锁期间，“隔离”有了新的含义，因此也有了新的定义。

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2 FIT arriving by car to the hotel:
The doorman should: walk forward quickly, open the door with left hand make a guardian of the top with right hand greet with smile help children, the old and the mobility get off
Service procedure
Ⅰ. Shuttle service outside the hotel
1
prepare for the shuttle, including getting information of the guests, weather condition and the condition of hotel, arranging vehicles, ready to sign.
2
wait at the station, including waiting in advance for half an hour, checking the arrival time.
welcome the guests, including greeting, guiding to coach, informing the hotel the arrival, introducing the general condition to the guests, est.. transfer the arrival, including guiding to the hotel, making a farewell.
3
4
Service Procedure
Ⅱ. Hall Shuttle
1
procedure for guests ride
service preparation appearance and deportment waiting at the door side hall shuttle guide to park secretary door service greeting check the guests’ items left behind offer special service as handling umbrella delivering luggage
Farewell service
The doorman should :
say goodbye to the guest if needed, help call a taxi help load the luggage ask the guest to certify close the compartment cover open the door of the transport close the door and seee service of Delivering Luggage.
Basic Information
Welcome Service
1
FIT Walking to the hotel:
The doorman should :
greet with smile
help deliver the luggage if there are many refer to the porter.
Farewell service
The doorman should : stand on the right side of the vehicle best wishes to the guests help the mobility to get on see the guests off
Farewell service
• 离店单
Other responsibilities for a doorman
direct traffic in front of the hotel help make the security in front of the hotel answer the guests requests raise the National flag and the hotel flag do the jobs from the higher
Basic Information
Basic Information
Basic Information
Welcome Service
The doorman should : stand on the right side of the coach greet with smile help the mobility get off help take items guide the driver to park
homing waiting maintain order homing waiting 2
Welcome Service
help take items and check things left memorize the number if the guest takes taxi help take luggage and make clear Number transfer with the porter
Teaching Objectives 1 2 3 4 5 Learn the polite way to serve the guests in the hotel; Learn the useful English words and expressions to offer satisfactory service in the hotel; To complete the service of Shuttle service outside the hotel ; To complete the service of Hall Shuttle;