酒店实用英语unit_8_Lost_and_Found教材教学课件.pptVIP

Sub-module 8: Lost and Found Professional Competence Competence Objectives: how to make a clear explanation about lost and found to the customers how to express that we’ll try our best to find the lost for the customers how to have the customers comfort in our sincere services Contents Job Knowledge and Experience Sample Cases Technical Training Introduction to Hotels Job Knowledge and Experience If the customer has lost his valuable personal items, he’ll certainly ask you to find them out right away. Don’t be nervous. Take the following steps: 1. First of all, we should let the clients look over their personal items to prevent the loss; 2. In the event of losing items they should be the first to call the Lost Property Office, and draw on their memories of the activities of the whole day; Job Knowledge and Experience 3. As a hotel management staff, we must take all possible measures as soon as possible in order to help customers to find out the lost items; 4. We should help the customers relax and show that we have enough confidence in finding out the lost items; 5. Finally, fill out the list of Lost and Found and then ask customers to sign their names. Sample Cases Case 1: 1. How many pieces did you have, sir? 先生您有多少件行李？ 2. Is there a name tag attached to them, sir? 上面有没有系上名字的便条？ 3. We’re very sorry for the delay, sir. I’ll check immediately and call you back. 先生，对不起，耽误了您的时间。我立即检查并给您回电。 4. This is the Bell Captain. Your bags are on the way now. We are terribly sorry for the inconvenience. 我是服务生领班。您的行李正给您送过去。很抱歉给您带来了不便。 Sample Cases Case 2: 1. Did you take it off in the hotel? 您是不是把它带出酒店了？ 2. We are so sorry to have kept you waiting for such a long time. 我们很抱歉让您等了这么久。 3. Since you have been to several different places, we need more time to find it. 由于您已经去过了这么多个地方，所以我们需要更多的时间去寻找。 4. We’ll let you know as soon as we find it. Please don’t be worried. 我们已找到它就通知您。请不要担心。 5. Let me look in our lost property box. W