• What should you say when guests lose their valuables?
The procedure of lost and found service
• Step 1 Listen倾听 • Step 2 Show sympathy表示同情 • Step 3 Ask the details询问详细情况 • Step 4 Take notes做记录 • Step 5 Take actions立即行动 • Step 6 Notify the result反馈结果
Unit 12 Lost and Found Service
Learning Objectives
In this unit you will learn: How to show sympathy How to help guest(s) find the missing things
I. SNAPSHOT
• C: Good morning, sir. Can I help you? • G: Good morning. I need your help. You see, my wallet is missing. I’ve looked for it
everywhere, but in vain. Can you help me to find it? • C: I’m sorry to hear that, sir. We’ll do our best to help you. May I know your
find it.
• C: Can you tell me the features of your wallet, Mr. White? • G: Well. It’s black and made of leather. • C: And what’s in it?
• G: About 800 yuan and two credit cards.
II. CONVERSATION
• Scene: Mr. White missed something in the room.
• Listen to the dialogue and answer this question:
• What does the guest lose?
• (C: Clerk; G: Guest)
Guests may lose their valuable things in the hotel such as…
•
Wallet钱包
Cash现金
•
Clothes衣服
Files文件
• What other valuable things would guests perhaps lose in a hotel?
• C: Where have you been this morning?
• G: The business center, lobby bar and the restaurant. • C: Don’t worry, sir. Let’s try to look for it and we’ll contact you as soon as
name and your room number?
• G: Peter White, Room 706.
• C: Could you tell me when and where you found it missing? • G: This morning, in the restaurant. I wanted to pay the bill after breakfast, but I didn’t
III. FOCUS IN
• Help guests to find the missing valuables
• Show sympathy: I’m sorry to hear that.
• 表示同情
非常抱歉听到这样的消息。
•
We’ll do our best to help you.
•
我们会尽最大的努力来帮助您。
•
Don’t worry.
•
不用担心。
•
Ask details: May I know your name and room number?
•
询问细节 请问您的姓名和房间号码？
•
Can you tell me when and where you found it missing?
• Reading Tips
• The lost and found service is a kind of professional work, for it often involves legal issues. When guests report loss in the hotel, we must try our best to help them find their lost properties. It is also the symbol of high quality service.
Key Words and Phrases
• wallet ['wɔlit] n. 皮夹，钱包 • missing ['misiŋ] adj.丢失，遗漏 • feature ['fi:tʃə] n. 特征，特点 • leather [ˈleðə(r)] n. 皮革 a.皮制的 • lobby bar 大堂酒吧 • credit cards 信用卡 • in vain 徒劳的 • pay the bill 付账
we find it.
• G: Thank you very much. • C: It’s my pleasure.
Read the dialogue and answer these questions:
• Where might the guest lose his wallet?
• What other details should the clerk ask the guest?