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Concierge Conversation (Concierge Service Video)

礼宾对话（礼宾服务情景对话视频）

Objectives 教学目标

To understand the Concierge service conversation video

理解礼宾服务情景对话视频

To learn some topic-related words and expressions

学习与话题相关的词汇与表达

To identify and describe ideas about customer service

讨论与对客服务相关的话题并描述自己的观点

To practice dialogues in a mock concierge service setting

模拟礼宾服务情景练习对话

Warm-up Activities 热身活动

Discuss the following questions with a partner:

与搭档一起讨论下列问题：

1. What are the job responsibilities of a concierge?

礼宾的工作职责是什么？

2. What are the basic knowledge/skills to be a qualified concierge?

作为一名合格的礼宾，你认为需要具备哪些基本的知识或技能？

New words

生词

recommendation: n. a suggestion to someone that they should choose a particular

thing or person that you think is very good 建议；推荐

concierge: n. someone in a hotel whose job is to help guests by telling them about

places to visit, restaurants to eat in, etc. 礼宾；（专为客人介绍旅游景点、饭店等的）

酒店员工

chief: a. highest in rank 最高级别的；首席的

areca: n. 槟榔，槟榔树

ridge: n. a long area of high land, especially at the top of a mountain 山脊

border: n. the official line that separates two countries, states, or areas, or the area

close to this line 国界，边界，边镜地区

county: n. an area of a state or country that has its own government to deal with

local matters （英国的）郡；（美国等国家的）县

palm: n. a tropical tree which grows near beaches or in deserts, with a long straight

trunk and large pointed leaves at the top 棕榈树

lush: n. plants that grow many leaves and look healthy and strong （植物）茂盛的，

繁茂的，郁郁葱葱的

jungle: n. a thick tropical forest with many large plants growing very close together

（热带）丛林

slope: n. a piece of ground or a surface that slopes 斜坡，斜面

comprise: v. to consist of particular parts, groups, etc. 包括，由…构成

feature: n. a part of something that you notice because it seems important,

interesting, or typical 特点，特征，特色

primitive: a. belonging to a simple way of life that existed in the past and does not

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have modern industries and machines 原始的，远古的

minority: n. a group of people of a different race, religion, etc. from most other

people in that country 少数民族；少数群体

tropical: a. coming from or existing in the hottest parts of the world 来自热带的；产

于热带的

admission: n. the cost of entrance to a concert, sports event, cinema, etc. 入场费

round trip: n. a trip to a place and back again 往返旅行

reserve: v. to arrange for a place in a hotel, restaurant, plane etc. to be kept for you

to use at a particular time in the future 预定

confirm v. to tell someone that a possible arrangement, date or situation is now

definite or official 肯定，确认（安排、日期或情况）

all set: ready, in position for action 准备就绪，安排好了

profile: n. a short description that gives important details about a person, a group of

people, or a place 人物简介；传略；（某地方的）情况

treat: n. a special food that tastes good, especially one that you do not eat very often

（尤指不经常吃的）美味食物

definitely: ad. without any doubt 确切地，肯定地

excursion: n. a short journey made for a particular purpose （有特定目的的）短途

出行

Notes 注释

Loyalty program: Structured marketing strategies designed by merchants to

encourage customers to continue to shop at or use the services of businesses

associated with each program. Almost all major hotel chains (Best Western, Choice

Hotels, Holiday Inn, Marriott, Super 8 Motels, etc.) have loyalty programs that allow

guests to earn points (redeemable for discounts, future stays, or other prizes).

顾客忠诚计划：商家制定的营销策略，目的在于奖励忠诚顾客，刺激消费并留住

核心顾客。几乎所有酒店连锁集团（贝斯特韦斯特/最佳西方、精选、假日、万

豪、速 8 等）都设有忠诚计划，客人可以累计积分（享受折扣、免费房或其他优

惠项目）。

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Exercises and Activities

练习与活动

Exercise 1: Pair work. Watch the video and answer the following questions. Discuss

your views with a partner.

练习 1：组对活动。观看视频短片，回答下列问题，并与你的搭档进行讨论。

1. How many characters are in this video? Name each character and his or her

role.

这个视频短片中有几个人物？请说出他们各自的角色。

2. Why did the chief concierge recommend the Areca Valley? Can you describe

this attraction?

礼宾司为什么向客人推荐槟榔谷？你能用自己的话描述一下这个景点

吗？

3. How did the chief concierge “wow” the guest at the end of the video?

视频最后，礼宾司是如何做到超越客人期待的？

4. What can you learn from the customer service in this video? Name at least

three things that you have learned.

从这个视频短片的对客服务中你能学到什么？请列出至少三点。

Note: Teachers can also pause the video player at certain points and ask questions

for further understanding. For example, you can:

注：教师可以在某一位置将视频暂停，向学生提问以加深对视频内容的理解。例

如，你可以：

Pause at 00:50 and ask, “What information would you use to introduce Mr.

Wong to Chief Concierge Michael if you were Front Desk Agent Jenny?”

在 00:50 处暂停并提问：“如果你是前台接待员 Jenny，你会如何向礼宾司

介绍王先生？”

Pause at 01:09 and ask, “What would you like to know about the guest in

order to make a good recommendation?”

在 01:09 处暂停并提问：“为了向客人推荐适合的景点，你需要了解客人

的哪些信息？”

Pause at 01:59 and ask, “What else are you going to do for the guest after

introducing the attraction?”

在 01:59 处暂停并提问：“向客人介绍景点之后，你还需要做什么？”

Pause at 04:38 and ask, “Why did the chief concierge prepare vegetarian

treats for the guest? What do you learn from that?”

在 04:38 处暂停并提问：“为什么礼宾司为客人准备了素食点心？你有什

么启示？”

Exercise 2: Watch the video again and fill in the blanks with the missing words or

expressions.

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练习 2：请再次观看视频短片，并根据所听内容补全对话。

Chief Concierge: My name is Michael Wang. I am the chief Concierge. It is nice to

meet you. I would be happy to assist you. ____________________________?

Guest: Yes, I’m here for a business meeting and I only have one day off. I know there

are many great sites to see, but______________________________. Somewhere

_________ would be nice also.

Chief Concierge: Since this is your first time here, Mr. Wong, I highly recommend

____________, which is also known as Binglanggu. It’s located in the Ganza Ridge

Natural Reserve on the border of Sanya City and Baoting County. It’s called

Binglanggu because ___________________________________________________.

The reserve comprises three major features: __________________,

___________________, and _________________. It’s a well-known attraction, but

not too touristy.

Guest: That sounds perfect. How far is it from the hotel?

Chief Concierge: _______________________________________. It is open from 8

a.m. to 6 p.m. daily and the _______________ is 165 RMB. If you would like, I can

arrange a car for you.

Activity 1: Group Work. Work in a group of four. Each student takes one of the roles:

Guest, Front Desk Associate, Chief Concierge and Bellboy. Role-play the

conversations in the video.

活动 1：小组活动。学生以四人为一个小组，每人扮演视频短片中的一个角色：

客人、前台员工、礼宾司以及行李员。根据视频短片中的对话进行角色扮演。

Activity 2: Group work. Work in a group of three to four students. Create a scenario

in a lobby setting about great concierge service. Write the script and each student

takes a role. Perform the conversations for the rest of the class.

活动 2：小组活动。学生以三到四人为一个小组。每组学生共同创作一个以大堂

为场景体现优秀礼宾服务的对话。编写剧本和对话，每位学生扮演其中一个角色。

每组学生在班上进行表演。

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Additional Expressions

补充表达

Concierge 礼宾 Guest 客人

Go straight across the lobby.

沿着大堂一直走过去。

Take the elevator to the third floor.

乘电梯到三楼。

Turn left out of the elevator.

下电梯后请左转。

Exit the elevator and go straight ahead.

出电梯门口直走。

Excuse me, could you tell me the way to

the ballroom?

打扰一下，请问宴会厅在哪里？

Excuse me, do you know where the

bathroom is?

打扰一下，请问洗手间在哪里？

Do you have anything planned for today?

您今天有什么计划吗？

Do you like visiting places of historical

interest?

您喜欢参观历史名胜吗？

How about Beihai Park? It’s very peaceful,

but there’s a lot to see.

北海公园怎么样？那里很安静，值得一

看。

Why don’t you go to the beach? You could

take the ferry to one of the outlying islands.

去海边怎么样？您可以乘渡船去离岛。

If you like eating, there are some good

small restaurants around the hotel.

如果您喜欢美食，酒店附近有很多不错的

小餐厅。

I’m sure you’d enjoy the landmark. It’s a

great place for shopping.

我想您一定会喜欢那个地标建筑。那里是

个购物天堂。

I’d like to get around. Is there anything

interesting you recommend?

我想到周围转转。您有什么推荐的地方

吗？

My wife and I are going to visit the famous

attractions in Beijing. Would you please

recommend some places?

我和我的妻子想看看北京的景点，您能

推荐几个地方吗？

The National Museum is near the river, not

far from the shopping district.

国家博物馆在河附近，离购物区不远。

Take the third right and it’s at the end of

that road.

在第三个路口右转，就在那条路的尽头。

Where’s the museum?

Is it far from the hotel?

博物馆在哪里？

离酒店远吗？

You can go either by bus or taxi.

您可以乘公交车或打出租车。

It’s about 5 minutes’ taxi drive from the

hotel.

距酒店大概 5 分钟出租车程。

How can we get there?

我们要怎么去？