Chapter 6 Mail and Information. page 22015-9-21 Presentation

Chapter 6Mail and Information

page 223/4/21 Presentation





Part I Dialogues

Part II Vocabulary Study

Part III Listening and Speaking

Part IV Practical Writing

Part V Feature Reading


Dialogue 1 Receiving a VisitorContext: A visitor come into the lobby and asks to see

one of his foreign friends who stays at the hotel.

Pre-listening questions:

1) Who is the visitor asking to see?

2) Where will the visitor wait for the guest?

Guest: Excuse, but I’d like to see Mr. Levis. Is he in the room?

Staff: May I have your name, please?

Guest: The name is Gage Schwa.

Staff: Just a moment, please. (Dialing Mr Levis’room

number) This is the Reception Desk, Mr.Levis.


Mr. Schaw is asking to see you. He is in the lobby downstairs.Guest: (On the phone) Why, yes. Please ask him to wait for me in the lounge. I’m coming soon.Staff: (To Mr. Schaw) Mr. Schaw,Mr.Levins said he’d see you in the lounge in a minute.Guest: Thank you for your help.Staff: You’re welcome. The lobby attendant will show you to the lounge.


Dialogue 2 Delivering Gusts’Mail

Context: A room guest comes to the Mail and

Information to get his mail.


1)Has the guest’ mail arrived?

2)Does the guest have to pay for the newspaper?


Staff: Good morning, Mr. Turner. What can I do for you?Guest: Good morning. Is there any mail for me?Staff: Let me have a check, please….No, not yet. But I’ll have your mail sent to your room as soon as it reaches us.Guest: How often does the mail come?Staff: Twice a day.Guest: Thanks. By the way, may I have a copy of today’s Washington Post?Staff: Here you are.Guest: Do I have to pay for it?Staff: No, it’s free of charge.


Context: A room guest wants to go to a supermarket. He also needs to draw some cash from his bank account. He is asking directions at the Mail and Information desk.Pre-listening questions:1) Where is the supermarket?2) Where could the guest find an ATM?

Dialogue 3 Showing Directions


Guest: Excuse me, can you tell me where the nearest supermarket is?Staff: There is a supermarket two blocks away from the hotel.Guest: How can I get there?Staff: When you exit the hotel, turn right and walk along the street until you see a red building. The supermarket is in it. Gust: Thanks. Bay the way, where can I find an ATM near here?Staff: At the bank next the door.


Guest: Which way?

Staff: Take a left turn after stepping out of

the hotel. The bank is at the corner.

You can’t miss it.

Guest: Thanks a lot.Staff: No problem.


Context: A room guest is going out. He asks clerk to

take a message for him.


1) Why can’t the guest meet Mr. Weihua Song?

2) When will the guest return to the hotel?

Dialogue 4 Taking a Message for a Guest


Staff: Good morning. How may I help you?Guest: Good morning. Could you do me a favor?Staff: Sure. Go ahead, please.Guest: I have a appointment with Mr. Weihua Song. He is visiting me this morning. But I have a urgent meeting to attend. So I can’t meet him. What’s worse, I lost his telephone number. I’m not able to contact him.Staff: What do you want me to do?Guest: If he comes, tell him I’ll be back at 2:00p.m.


And ask him to come again.Staff: Well, if a Mr. Weihua Song comes, ask him to come again.Guest: That’s right.Staff: Anything else. sir.Guest: Yes. Should anyone come to see me, tell him or her to leave me a message, and ask if he or she could leave the address and the telephone number. Staff: I will do as told, sir. What if someone calls to speak to you?Guest: Then ask the caller to ring me again at my room number after 5:00 p.m.


Staff: I see.

Guest: Here is my room key. Thank you.

Staff: See you later.


Dialogue 5 Giving Information about

Sightseeing

Context: A room guest wants to go on sightseeing around Beijing. He seeks information from a clerk.

Pre—listening questions:1)Where does the clerk advise the guest to visit first?

2)Who will arrange the tour for the guest?


Staff: Good morning. Can I help you?Guest: My friends told me Beijing is such a wonderful city. I want to see it with my own eyes. Where do you suggest to start with? Staff: Many places in Beijing are worth seeing. Uh, why not start with Tian’anmen Square?Guest: I’ve heard a lot of it. Then what?Staff: Afterwards you may go to Beihai (North Sea) Park.Guest: I’m an architect. Is there any emperor tomb I can see around?


Staff: Yes, of course. I suggest you going to the Ming Tombs.Guest: How far is it?Staff: A little bit far from here. To save time, you can take a taxi.Guest: But I want a tour guide to escort me.Staff: In that case, a package tour will be fine with you.Guest: Could you arrange this tour for me?Staff: Our concierge can make it for you.Guest: Thanks a lot.


Vocabulary Study

Lobby n.

Lounge n.

Attendant n.

Mail n.

A copy of..

Free of charge

Block n.

Exit v.

ATM

Go ahead

大堂

休息室

服务员

邮件 ,信件

一份… ..

免费

街区

离开

自动取款机

继续 ,接着说


Urgent adj.

Contact v.

Tian’anmen Square

Architect n.

Emperor tombs

Tour guide

Escort v.

Package tour

紧急的

联络

天安门广场

建筑师

皇陵

导游

陪同

包价旅游


Exercise 1:

Match the expressions on the left with the best meaning

on the right.

1. -----exit a. a small comfortable room in a hotel

where guest relax2. -----ATM b. To leave a place3. -----attendant c. A large hall inside the entrance4. -----lounge d. someone whose job is to look after or help customers5. -----lobby e. A machine that you use to get money from your account


Exercise 2: Complete the following with words or expressions from the dialogues.

1. Whose duty is it to escort and show the guests up with their baggage?

2. Most lobbies are designed so the front desk agents can view the hotel’s entrances, elevators and stairways.

3. The package tour to Beijing consists of travels, hotel and meals.


4. Walk straight ahead. The post office is only two blocks away from here.

5. I’m tired out today. I’d love to go

sightseeing after a full rest.


1. Functional Sentences

传达信息

A Mr. Schwa is asking to see you. He is in the lobby downstairs.

Mr. Levins said he’d see you in the lounge in a moment.


邮件服务

Today’s evening newspaper has not arrived yet.

I’ll have you mail sent to your room as soon as it reaches us.

It’s free of charge.

Here is the letter for you


指路

Turn right and walk along the street until you

see a red building.

Take a left turn after stepping out of the

hotel.

You can’t miss it.


留言

May I take a message for you?

Would you like to leave a message?

If a Mr. Weihua Song comes, ask him to come again at 2:00 p.m.

What if some called to speak to you?


The bank is_______________There is a bank____________right behind the hotel.just across the street.at the corner.very close to the post office.just opposite the hotel.


旅游咨询服务

Many places in Beijing are worth seeing.

Why not start with Tiananmen Square?

You may go to Yu Yuan Garden first.

I suggest you go the Ming Tombs.

To save time you can take a Taxi.

Our concierge can arrange the tour for you.


2. Answer the following questions

a. What would you say to the guest who asks you where the shopping mall is?

b. A guest asks you for today’s Shanghai Daily. What is your reply?

c. A visitor asks you if he could see a Mr. White staying in your hotel. What would you say?

d. Where would you suggest if a guest wants to enjoy local snacks?

e. If the guest the visitor wants to see is not in his/her room, what would you say?


Exercise 1: Listen to the short dialogues.

Fill in the blanks. Then practice with your partner.

Dialogue 1

Guest: Excuse me,__________ the people’s

Square?

Staff: The people’s Square______________.

You _________to go there.Guest: ________________metro station from here.Staff: It’s only ____________here.


Dialogue 2Guest: Excuse me, may I see Mr. Peter?Staff: ______there are several _______________.Do you have his room number?Guest: Yes,_____________.Staff: I’ll _______________.Take a seat, please.Dialogue 3Guest: Can you _________give this conference schedule to Mrs. Green?Staff: _______________her room number?Guest: _______________________.Staff: No problem. We’ll _________handing it to her.


Dialogue 4Guest: __________some newspapers here?Staff: The _______has a wide selection of foreign newspapers and magazines. Guest: Do you have the New York Times?Staff: The New York Times _______on the weekdays.Dialogue 5Staff: __________________________for you?Guest: Yes, please tell Miss Brown to call me_________.Staff: Could you tell me your name, sir?Guest: Tom Long from Shanghai Forest____________.Staff: Yes,______________.


Dialogue 6Guest: We have no meeting this afternoon. We’d like ______________.Where do you suggest? Staff: ______________________________.Guest: Good idea. Is there a ____________________?Staff: Yes, there is a wonderful Chinese Restaurant_____________________.


Exercise 2: Listen and fill in the missing information.

Message Record

Evergreen Hotel

To:______________Room number:____________

By:_________________________________________

Of:__________________________________________

1.Please call back 2.Will meet you at 3.Will call again

MESSAGE

____________________________________________________________________________________________________________________________________

Taken by_______Date________Staff’s signature_____


Exercise 3:Listen again and fill in the blanks. Then practice

with your partner.Staff: Good morning, sir.____________ you?Guest: Yes, could you tell me______________ and what time it is now?Staff: It’s_____________, sir.Guest: What time is check-out?Staff: __________.But you can have an ___________________.When are you leaveGuest: I’ll be returning home______________.Staff: Oh, I will make note of that, sir.Guest: Thanks. A friend of mine __________will come and visit me soon. Please tell him I’m waiting for him___________________________. Staff: Yes, sir. I’ll _______as soon as possible.Guest: Thanks again.


Staff: May I have your name and room number? Guest:______________________.Staff: Thank you. Have a nice day.Guest: Goodbye.


Exercise 4: Complete the dialogue orally with the

Chinese prompts.Staff: Good evening, Mr. Smith.Guest: Good evening. Any message for me?Staff: _____________________________________ 是的 , 有好几条给你的留言 . 您在这人缘还挺不错 ! 史密斯先生 .)Guest: I’m making new Chinese friends. Were there some visitors or call?Staff: _______________________________ ( 有一位　　　　　姓李的先生打电话来，让我告诉您，叫您一回来　　　　　就打电话给他．） Guest: Did he leave his phone number?Staff: _______________________________( 是的，他家的电话号码是３５７１６２３２２． )Guest: Thank you.Staff: _____________________________( 还有一位王


　　　先生，今天下午找过您．我告诉他您不在，他说他　　

　　　会在晚上８点钟左右与您联系．）

Guest: Anything else?Staff: Oh, there was a lady by the name of Jiang Lei. She left an invitation card to you. Here you are.Guest: Great! She invites me to dinner with her family tomorrow evening.Staff: _____________________( 您的朋友对您真好．）Guest: You bet. But look at the address. It is Garden Restaurant on the Wangfujing Street. I’ve heard a lot about Wangfujing Street. But I don’t know how to get there fro m the hotel. Can you show me the way?Staff: _______________________________________


　　 ____________________________________

________________________( 离这儿有一段

路．您可以在饭店门口乘十五路公交车，到终

点站下车，不用走很远，在路口往左传．走到

影剧院，不要左传，然后一直走，您就到了花

园餐厅．）

Guest: That’s really helpful of you. Thanks a lot.


Exercise 5: Role Play

客人洛文斯（ Lovins) 先生来到咨询柜台前询问怎么去美国领事馆（ American Consulate), 并且要了一份当天的报纸．

客人斯客特（ Scott) 夫人外出散步回到饭店，在咨询柜台前询问第二天的天气情况以及有关本地旅游景点信息．

一位来访的客人要见麦卡伦小姐，咨询柜台员工打电话到麦卡伦小姐的房间问她是否要见这位先生．麦卡伦小姐让员工带他到楼上来，并让员工通知客房代购一些水果．


Message Record

饭店留言服务有两种方式：一是客房自动留言方式；二是总台问讯书面留言服务．客人直接到总台问讯处要求书面留言时，接待员应热情接待，填写客人留言单，注明住店客人姓名、房间号、留言日期．然后，在电脑内进行核对．经确认后，在留言单上写上留言者的姓名、单位和联系电话，用清晰、通俗易懂的文字记录留言内容，并将留言内容记录向留言者复述，确保无误，最后在留言单上签名．留言单一式两联，一联装入留言信封内，交由礼宾处送至客房，另一联流于总台存档，以备客人查询．


Message Record

Evergreen Hotel

To______________ Room number____________

YOU WERE CALLED

By:________________________

Of:________________________

1)Please call back 2)Will meet you at 3)Will call again

MESSAGE

A Mr. Lee said that he had come to the railway station to pick you up on time and that the train was late and


The railway station told him that it was unknown when the train would arrive at Shanghai. He explain that he had an important meeting this afternoon. He asked if you could phone him as soon as you arrived here. And the number is 021-69125605

Taken by: Susan Curtis Date: June 3 Staff’s signature: Susan Curtis


Exercise: Read the following dialogue. Filling out the

Message Record.

Staff: Good morning. what can I do for you?Guest: Good morning. I’d like to see Mr. Wilson in room 1108.Staff: Just a moment,…Sorry, sir, but Mr. Wilson is not in.Guest: I have an appointment with Mr. Wilson this morning. He is visiting me this morning. But I have an urgent meeting to attend. So I can’t meet him. What’s worse, I lost his telephone number. I’m not


Able to contact him.

Staff: Would you like to leave a message?

Guest: If he comes, tell him I will be back at 666 Nanjing

Road at 2:oo p.m. And ask him to come again.

Staff: OK. Anything else, sir?

Guest: Yes. Please ask him to bring the invoice for the

watch he brought in our shop.

Staff: May I known your name, sir?

Guest: Oh, I’m John Caster from IBM Shanghai Branch.


Message Record Evergreen Hotel To_______________Room number__________ YOU WERE CALLED By__________________________________ Of__________________________________ 1)Please call back 2)Will meet you at 3)Will call again MESSAGE________________________________________________________________________________________Taken by_______Date________Staff’s signature_____


Duties of Mail and Information Staff

Pre-reading questions:

1) Why do hotels need to handle guests’ inquiries?

2) What would you do with a message received for a guest who has checked out?


Many large hotels have a separate mail and

information desk known as the Inquiries Desk in

their front lobby.

The main duties and responsibilities of the mail

and information clerks are:

Handle and deliver all incoming and parcels for

both the guest and the hotel personnel

Provide information about the hotel—service,

facilities, local attractions and public facilities


Record and deliver guest’s and visitor’s message

Provide service such as phone developing

Provide items such as stationery postcards and other complimentary or small purchases items

Handing mail and message on be behalf of the guest and the hotel is and important responsibility of the Mail and Information clerk. For example, if a registered letter is received by the hotel but not delivered to the gust, the hotel may be liable for losses and inconvenience caused to the guest. So an efficient system of handing mail and message is important.

For current guest, letters should be placed in the mail rack. A


mail light connected to the gust room is turn on and tells

the guest a letter or message is waiting for them in the

mail rack. When guest come to collect their registered

mail, they must give proof of identify and sign the

registered mail record book.

Before leaving the hotel guests are asked to

complete a mail—forwarding card which contains a

forwarding address .This helps the clerk to send the mail

to the past guest.

Mail shouldn't be kept too long. All uncollected mail

should be return to the post office.


1)Guest may ask for local information at the Mail

and Information desk. Books and guide should

be available for general use.

2)Transportation:timetables for buses, trains and

airlines.

3)Entertainment:a list of specialist restaurant,

clubs and night—life, as well as up-to-date

guide of What is on at cinemas, theatre and

exhibitions.


4)General information: street maps, consulate

telephone numbers, religious information, a

list of doctors, dentists and opticians,

information on telecommunications, local travel

agents and tour operators, local and

international hotel telephone and fax numbers,

and yellow pages, and business directories.

5)Local facilities: list of hairdressers, chemists,


Exercise 1:Put the following into Chinese

local attraction

photo develop

complimentary

Mail rack

Mail light Proof of identify

Mail forwarding card

timetable

Tour operator Yellow page Business dictionary


Exercise 2Decide whether the following

statements are true or false 1. The Mail and Information Desk only handles mail

and message on behalf of a guest.2. A mail light tells the guest that his or her mail has

reached the hotel, and he or she may go to the Mail and Information Desk to get it.

3. The guest can get the mail from the mail rack by himself or herself.

4. The clerk at the Mail and Information Desk can help the guest buy some fruit and flowers.

5. When a guest has left the hotel, his letters reaching the hotel after his or her leaving

Documents

Chapter 6 Mail and Information. page 22015-9-21 Presentation