第三章礼宾服务chapter-3Concierge-Service教案资料

❖ Handling baggage for hotel guests ❖ Providing hotel-specific information ❖ Supplying directions ❖ Securing the services of outside
companies, such as for:
8
Reading
Objectives
Offer concierge service for guests
Warming-up Activities
1. Match the duties on the left with the corresponding pictures on the right.
service at a hotel? What do you think of the importance of a concierge? ❖ What do you know about concierge service Les Clefs d’Or (金钥匙组织)? (open)
Post Introduction
restaurants tourist and sightseeing attractions shops nightlife theaters and shows sporting events
❖ In the service industry, the word “concierge” was first used by Mr. Ferdinand Gillet, who founded Les Clef d’Or in Paris, France in 1929. Les Clef d’Or (pronounced: “lay clay door”), is the oldest surviving personal, professional, international network serviceindustry organization in the world. It has no religious or political affiliation, but is solely focused on a genuine desire to serve hotel guests around the world.
picking up guests at the airport making bookings arranging travel informing guests of local services available delivering mail
❖ Suggesting local hotspots and entertainment, such as:
Concierge Service
The Concierge serves a valuable function in larger, and sometimes more upscale, hotels. The ideal Concierge should be friendly, outgoing, helpful, courteous, knowledgeable, and professional. The Concierge has numerous duties. These may include, but are not limited to:
handling luggage
making dining reservations
Warming-up Activities
picking up guests at the airport arranging transportation
Warming-up Activities
❖ Questions for Discussion ❖ Have you ever enjoyed good concierge
Unit 3
Concierge Service
Learning Map
Unit Three
1
Objectives
2 Warming-up Activities
3
Post Introduction
4
Vocabulary
5
Useful Sentences
6
Dialogue
7
Action Learning
Questions for Discussion
❖erge be like?
❖ Who found Les Clefs d’Or? Please introduce the organization.
Vocabulary Study
❖ Les Clefs d’Or boasts more than 5,000 concierge members located in more than 40 countries worldwide. Their motto, “There will be, in every country, Clefs d’Or members who are able to continue with our mission: to be of service to our profession, and the hotel and tourist industry,” speaks of their commitment to guest-service and satisfaction. Yearly, Les Clefs d’Or organizes and sponsors a global congress whose goal is to their brand and service-oriented network development through friendship, cooperation, education, and training.