1、课首签到（Log in）
请同学们到讨论区语音签到。
2、What are the responsibilities of the wellness department?
3. A. Procedure of Service服务流程
Greet the guest
问候客人。
Find out what the guest wants to get
了解客人需求。
Introduce the relative information to the guest.
介绍相关信息
Confirm the health care items the guest has chosen and make the record
确认客人选择的保健项目并作记录。
Provide health care services to the guest.
为客人提供保健服务。
Ask the way of payment and settle account for the guest.
询问付款方式并为客人办理结账手续。
Give best wishes to the guest.
致以良好祝愿。
B. Skill Points技能要点
Try to be polite during service, and always keep smiling.
服务要有礼貌，时刻面带微笑。
Communicate with the guest patiently， and try to learn about the needs of him.
耐心地与客人沟通，了解客人的保健需求。
In the process of service，the therapist should answer the guest s questions in detail，and recommend the appropriate products and services for the guest according to his age,job and health, etc.
进行服务过程中，理疗师应耐心详细地回答客人提出的各种问题，并根据客人的年龄、职业、健康度等为客人推荐合适的产品和服务.
Therapist should apologize immediately and improve the way of service as soon as possible, when the guest is unsatisfied with the service. Never dispute with the guest in any case
如果客人对服务表示不满，理疗师应马上致歉并尽快改进服务方法。在任何情况下，不得与客人发生争执。
Ⅲ Service Scenarios
Practice 1 Enjoying Spa Treatment 实训项目1 享受温泉水疗
Task of Service Practice实训任务
The guest Mrs. Smith wants to enjoy a Spa treatment at the Spa Center of the hotel.
酒店客人 Smith夫人来到温泉水疗中心，想做一次温泉水疗。
Li Hong, a Spa therapist in the Spa Center receives her
水疗中心的水疗师李红接待了她。
Mrs Smith gets sore on her body and feels tired
Smith夫人身体酸疼，感到疲劳。
Li Hong recommends "the whole body relief therapy by aroma oil massage"and explains the details of this treatment
李红推荐“香薰精油全身减压按摩疗法”，并详细解释了这个疗法的具体内容
The whole treatment includes bathing, exfoliation and body oil massage, totally 2 hours
and costs 550 yuan.
整个过程包括沐浴、去角质和全身精油按摩，大概两个小时，费用共550元
Mrs Smith pays the bill by a charge card when the Spa is finished.
Spa做完后，Smith夫人通过签单卡付账。
Model of Service Practice 实训对照
Practice 2 Experiencing Chinese Physiotherapy 实训项目2 体验中医理疗
Task of Service Practice实训任务
Mr. Smith wants to enjoy a Chinese physiotherapy treatment at the Chinese Physiotherapy Center, for he suffers from headache and insomnia
Smith先生想在中医理疗中心做一次中医理疗，因为他头痛失眠。
Chen Lin, a therapist in the Chinese Physiotherapy Center receives him and makes a self-introduction
理疗中心的女理疗师陈琳接待了他，并做自我介绍。
Chen Lin recommends Tui Na to Mr. Smith and makes a brief introduction about it, and then does foot massage and Tui Na for him on the head, hands and feet
陈琳推荐并简要介绍了中医推拿，接着为其做了泡脚，头部、手部和足部推拿。
Tui Na is a Chinese ancient me dical treatment dating back 4 000 years ago. In all realms of Chinese medicine, pain is viewed as a form of imbalance that can be alleviated through reopening meridians, or pathways, to blocked energy. Tui Na targets the 12 meridians, six Yin and six Yang, found in the arms and legs, with deep massage. There are three techniques commonly used in Tui Na, such as An Mo Dian Xue and Zheng Gu. The benefits of Tui Na include relaxation of body, improvement
of blood circulation, and prevention of illness. Acupoint massage can also treat many diseases. Regular Tui Na on several acupoints on the head, hands and feet can alleviate the symptoms of headache and insomnia.
推拿是一种中国古代的治疗方法，历史可以追溯到4000年前。在中医领域，疼痛被视为种不平衡，可以通过打通被阻塞的经络或通路来缓解。推拿针对位于胳膊和腿部的6阴6阳12条经脉，进行深层按摩。常用的推拿手法有按摩、点穴和正骨。推拿有利于放松身体，改善血液循环，预防疾病。穴位按摩也可以治疗很多的疾病，对头部、手部和足部的几处穴位进行定期的推拿按摩都可以缓解头痛失眠的症状。
Mr. Smith pays the bill to his room account when the treatment is finished.
理疗结束后 Smith先生将账单计入房费。
Model of Service Practice实训对照
Ⅳ 新酒店人须知
(1) The term of Spa is derived from the name of the town of Spa, Belgium, whose name is known back to Roman times. A Spa treatment is non-medical procedure to help the health of the body. Typical Spa treatments include: aromatherapy, bathing? or soaking in hot spring, hot tub, cold tub, mud bath, sauna and steam bath, body wraps, facials massage,nail care, skin exfoliation, yoga and meditation, waxing, the removal of body hair with hot wax
spa一词源自比利时一个以温泉著称的名叫Spa的小镇，小镇的名字最早可追溯到古罗马时代。Spa(温泉水疗)是一种有助人体健康的非医疗过程。典型的Spa疗法包括:芳香疗法、沐浴(如温泉浴、热水浴冷水浴、泥浆浴、桑拿浴、蒸气浴)、身体裹敷、面部护理、按摩、指甲护理、去角质、瑜伽冥想、蜡纸脱毛
(2)Traditional Chinese Physiotherapy treatment is well known in the following types, such as Tui Na(Manipulation), Gua Sha(Skin scraping), fire cupping, foot massage, acupressure and acupuncture.
传统中医理疗有以下几种治疗方法:如推拿、刮痧、拔火罐、足疗、点穴和针灸。(3) Therapist should make up lightly， with neat and decent clothes.
保健技师宜化淡妆，衣着干净得体。
(4) Don't make or answer personal calls， or leave the guest alone during the service.服务客人时不接打私人电话，不离开客人。
(5)Therapist should know Chinese or Western knowledge about health care and learn theeffects and contraindications of various health care methods.
保健技师应了解中西保健知识，了解各种常见护理方法的功效及其禁忌症
(6) Therapist should serve the guest in a good mood, and let him or her feel warmand comfortable
保健技师应以轻松愉悦的心情为客人服务，让客人感到温暖、舒适
(7) Therapist should do health care slot
wly and regularly. Ask about the guest's feelings to adjust the treatment at any time.
技师的动作宜缓慢，有规律。应随时询问宾客的感受以调整护理手法。
