酒店英语(精品课程)unit7--L18
酒店英语1教学课件Unit 8 Laundry Service
Unit 8 Laundry Service
Section A :Warming up
Are you familiar with the following clothing? Identify the following pictures,
Using the words or phrases below.
L: In such a case, the hotel should certainly pay for it. The indemnity shall not exceed ten times the laundry charge.
G: That sounds quite reasonable. I hope there’ s no damage at all. L: Don’ t worry, sir. The Laundry Department has wide experience in
to collect it. G: Yes, I have. L: Please leave it in the laundry bag behind the bathroom door. G: OK. I will. L: Please notify in the laundry list whether you need your clothes ironed, hand-
Unit 8 Laundry Service
Section C: Dialogues
Dialogue 1 Explaining How to Get Laundry Service
L=laundry attendant G=guest L: Excuse me, Mr. Bellow. Have you got any laundry? The laundryman is here
酒店英语培训教材
酒店英语培训教材English:When working in a hotel, it is essential to have a good command of both spoken and written English.Chinese:在酒店工作时，良好的英语口语和书面表达能力至关重要。
English:Effective communication in English is crucial for providing excellent customer service, handling guest inquiries, and resolving any issues that may arise during a guest's stay.Chinese:有效的英语沟通对于提供优质的客户服务、处理客人的咨询并解决客人住宿期间可能出现的问题至关重要。
English:Furthermore, being able to communicate effectively in English can help hotel staff establish rapport with guests, build trust, and create a positive and memorable experience for guests.Chinese:此外，能够有效地用英语沟通可以帮助酒店员工与客人建立良好关系，建立信任，并为客人创造积极和难忘的体验。
English:English language training materials for hotel employees should cover a range of topics such as basic phrases, hotel amenities, check-in and check-out procedures, handling complaints, and providing recommendations for local attractions and dining options.Chinese:酒店员工的英语培训教材应涵盖各种主题，如基本短语、酒店设施、办理入住和退房手续、处理投诉，并为当地景点和餐饮场所提供建议。
电子教案与课件：《酒店服务英语》 Chapter 7-1
Knowledge Background
1. Hotel provides message service while the guests are not in. Message for registered and arriving guests and hotel management must be accepted noted down carefully with all details accurate and delivered promptly. Ensure guests and hotel management can receive message seasonable.
Operator: Guest: Operator: Guest: Operator: Guest: Operator: Guest:
Operator:
Guest: Operator: Guest: Operator:
Guest: Operator:
Guest: Operator:
Good morning, Maple Hotel. Helen speaking. How may I help you?
4. Ensure all information is recorded, i.e. caller’s name, telephone number, the message itself and the recipient’s name. The system will date and time the message automatically. If a message is taken manually, ensure that the date and time recorded.
酒店实用英语教程-unit7A_check-out
Contents: I. Task preparing II. Task presenting III. Task completing Ⅳ. Assignment
I. Task Preparing
• When checking out at the end of his stay, the guest should settle his bill. As most hotel bills are computerized today, the procedure should be accomplished very quickly and smoothly. The guest usually has paid a reservation deposit. If he has, the cashier should take the amount of his deposit out of the bill. If the guest settles his account in traveler's check, make sure that he countersigns the check in front of you. You should remind the guest to return his room key to the reception before he leaves the hotel.
3) The introduction of cashier
Cashiers : members of the Controlling Department staff.
Their location : the Front Office Their relationship : in direct contact with many
《酒店实用英语》课件
Confirming the reservation details with the guest (arrival
03
and department dates, contact information)
Room reservation
• Issuing a confirmation letter or email to the guest
Room reservation
"Yes, we have a room available. Would you prefer a
double or two bed?"
"A double bed please. What is the check out time on Wednesday?"
"Check out time is noon. Do you require breakfast in the
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"Yes, please. I would like the full English breakfast."
Room service
• "Perfect, we will bring it to your room shortly. Do you need anything else?"
Room service
Apologies
If something goes wrong, express your Apologies using phrases like "I'm sorry for the inconvenience" or "We Apologize for the delay"
酒店英语Unit-7-chamber-services课件
sitting area
这边是会客厅。
bathroom
这边是浴室。
hotel information and list of services
这边是酒店的相关信息和服务项目
safe
这边是保险柜。
PPT学习交流
14
Please use ___________ if you _____________.
被子 备用毯 床罩 窗帘 咖啡桌 台灯 线包 擦鞋布 垃圾桶 面巾 洗发水 梳子
PPT学习交流
12
bathroom bath towel toothbrush hair dryer toilet paper wash basin toilet cover
shaving kit shaving cream foot mat slipper cotton buds 浴室 towel 浴巾 soap 牙刷 吹风机 razor 卫生纸 bathtub 面盆 shower curtain 马桶盖
_C_o__u_ld__y_o_u__c_o_m__e__b_a_c_k_l_a_t_e_r_?(_你_ 等一下再来,好吗?) J: Certainly, sir, but it is 10 o’clock, and I go off at 11 p.m.
_W__o_u__ld__it__b_e_c_o__n_v_e_n_i_e_n_t_i_f _I _r_e_t_u_rn__a_t__h_a_lf_p__a_s_t _t_e_n_?________ (如果您愿意,我10点半钟再来吧｡) S: Well, I don’t know. They are a little late. J: Don’t worry. __P_u_t__o_u_t_a__“_D_N__D_”__si_g_n_._A__n_d_i_f_I_s_e_e__it_,_I_w__o_n_’_t_k_n_o_c_k__a_g_a_i_n_._ (您可以把“请勿打扰”的牌子挂出去,我看见后就不会来敲门的｡)
酒店实用英语unit 8 Lost and Found
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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
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Contents
Job Knowledge and Experience Sample Cases Technical Training Introduction to Hotels
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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:
您可以详细地描述一下您的相机吗？我做一下记录。 3. When and where did you first find your camera missing?
什么时候在哪里发现您的相机丢了呢？ 4. We’ll do our best to find your camera in the shortest possible time.
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Introduction to Hotels
酒店英语unit 7 other services
Dialogues
J: Oh, here it is. Dr. Mike Smith. May I call to tell him you are here to see him? S: Yes, please. ... J: I’m sorry, sir. Nobody answers the phone. He must have been out. S: Can I leave him a message? J: Certainly, sir. S: Could you please tell him that Stephen Nobel invites him to dinner tomorrow evening at Tiantian Hotel and will meet him at 6:30 at the gate? J: OK, Mr. Nobel. I’ll tell him as soon as I contact him.
• Refer to P84
(2)Useful skills
• Refer to p87-88
eful sentences
IV 留言 Would you like to leave a message? May I take a message for you? What if someone calls to speak to you?
Task A
Task B
Tom Miles wants to speak to Mrs Chen in Beijing hotel. But Mrs Chen happens to be out. So the operator asks Mr Miles if he wants to leave a message for her. Mr Miles says that they will hold a conference in Xiyuan Tower the next Tuesday and Mrs Chen is expected to attend it. So he wants Mrs Chen to call him back at 6632-4564.
酒店英语 U7
酒店管理英语
Professional Terms 专业词汇
bulb 灯泡 bath towel 浴巾
cloakroom 衣帽间 hair-dryer 吹风机
bed cover
comb 梳子 lamp 台灯
床罩
carpet 地毯 curtain 窗帘
laundry list 洗衣单
quilt 被子
mattress 床垫
酒店管理英语
Tips
Occupied 客人正在使用的客房； 简称 OCC Vacant Room 打扫完毕，待租房； 简称 VAC Check Out 待打扫完毕后可租房； 简称 C/O Out of Order 内部整修，不可出租房； 简称 OOO Blocked Room 预留房，不可给其他客人租用； 简称 BR
please?
S: Certainly Miss. G: Could you send me a few more clothes-hangers and a iron? S: Certainly Miss. If you have any problems just contact us, we’ll do out best to help you.
酒店管理英语
let’s play a game
1. 请你们每人挑选一个单词，造一个句子，这个句子必须与 酒店有关。 2. 接龙游戏，看那队分数最高。（对方选单词）
酒店管理英语
luggage 行李
luggage rack 行李架
suitcase 手提箱
room inspection 查房
service directory 服务指南
convenient 方便的
iron 电熨斗
酒店实用英语unit 7 Laundry Service
快洗服务需要额外收取50%的费用。 3. Do you have anything else that need washing? If you clean four items you can get a discount.
小飞守角制作
Contents
Job Knowledge and Experience Sample Cases
Technical Training Introduction to Hotels
小飞守角制作
Sample Cases
Case 1: 1. Could you fill out the laundry form, please?
The Peninsula’s strategic location, close to key business, shopping and entertainment areas, makes it ideal for a business executive, whether traveling alone or with a spouse. The many room features and amenities ensure you can work effortlessly and seamlessly, while the hotel’s nine restaurants and bars, in addition to its meeting rooms, provide you with the convenience of entertaining for any occasion, all under one roof. Meanwhile, extensive fitness and wellness facilities ensure you remain in top form.
《酒店英语实训教程》答案 unit 7 Answer key
Answer key Unit 7Task Afish poultry shellfish meat fruit vegetables herbs/spicesdrinksquid cod salmon trout tuna chickenduckturkeyprawnslobstershrimpscrabbeeflambvealporkvenisonvealmelonspeachpineapplesgrapescarrot peasonionbeansspinachpotatobroccolibasilgingerparsleygarliccoffeejuicesodateawaterTask Cbroil: fish, lamb chops, steakboil: eggs, potatoes, ricebarbecue: chicken, hamburgers, sausagesbake: chicken, pies, cakes, cookies, lasagnasteam: fish, dumplings, rice, vegetablesgrill: chicken, fish, shrimpfry: eggs, fish, potatoesTask D1 First, heat the butter and water in a small pan.2 Then pour the melted butter and water into a mixing bowl.3 Add the other ingredients, and mix them together.4 Drop spoonsfuls of the mixture onto a baking tray.5 Now bake them at 200ºC (400ºF) for 10 to 15 minutes.6 Leave them to cool on the tray before you eat them.Task A8 →12 →9 →1 →6 →10 →5 →13 →4 →3 2, 7, and 11 are not included.Task D1 waiter/waitress2 chef de rang3 cashier4 bartender5 waiter/waitress6 headwaiter/headwaitress7 second headwaiter/headwaitress8 wine waiter/waitressTask AOrder breakfast.W: Good morning, ma’am. Here is (1) your menu. May I (2) take your order now? G: Please give me a few minutes. I'm not yet ready.W: Please (3) take your time, ma’am.G: Waiter... I'd like to have a full breakfast.W: Yes, ma’am. Which kind of juice would you (4) prefer, grapefruit or orange? G: Orange, please.W: Would you like (5) sausage, bacon or ham?G: Sausage.W: How would you like your eggs, (6) sunny side up or (7) over?G: Two fried eggs, fried over.W: Certainly. Would you like toast, (8) breakfast rolls, croissants or Danish pastries? G: Croissants, please. And I'd like to have a black coffee.W: Yes, ma’am. So, that's orange juice，sausage and eggs，(9) fried over，croissants and a black coffee.G: That's right.W: Thank you, ma’am.Task B Practice: work with words. Order lunch.W: Good afternoon, gentlemen. Welcome to Tiffany &G restaurant.(1) How many people are there in your party（请问你们一共几位）?G: Three.W: Where would you like to sit, (2) in the smoking or non-smoking area（有烟区还是无烟区）?G: Smoking.W: Follow me, please. I'll seat you. (3) How about this table（这张台可以吗）? G: Yes. Thank you.W: Please take a seat. Here's the menu. (4) Take you time（请慢慢点）, please. I'll take your order a moment later. Would you like something to drink first?G: We have three Tsing tao.W: Just a moment. I'll bring it for you right away.A few minutes later.W: May I (5) take your order（您点好了吗）now, sir?G: Yes. Can I order set lunch?W: Certainly. How do you want your (6) set lunch（套餐）, sir?G: I have cream of white bean soup, grilled sirloin steak with gravy sauce, fresh fruit plate, and hot coffee.W: (7) How would you like your sirloin steak done（请问您好的西冷牛扒要几成熟）?G: Medium well.W: Shall I bring your coffee (8) now or later（现在还是等会儿）?G: Later.W: Would you like something else?G: No. That is all.W: We'll cook your set lunch about 10 minutes.G: Good. Thank you.W: You are welcome.Task CGuest 1: Asian vegetable soup, Rehberg Ravioli, apple strudel / hot cherriesGuest 2: Black Forest ham, pork fillet in a cream sauce, walnut ice cream / cheese boardGuest 3: Black Forest ham, cordon bleu (without cheese), hot cherries (without vanilla ice cream)Guest 4: goulash soup, pork fillet in a cream sauce, apple strudelGuest 5: Smoked salmon, hot cherriesGuest 6: Asian vegetable soup, Rehberg Ravioli, hot cherries菜谱汤菜炖牛肉汤（招牌菜）牛肉清汤加肉丸亚洲蔬菜汤——辣冷菜黑森火腿——加黑麦面包烟熏三文鱼——加烤面包片和黄油主菜乳酪里脊肉——蘑菇奶酪酱焖猪肉里脊配烤土豆蓝带——奶酪火腿酥炸小牛肉片，配薯条和色拉招牌鳟鱼——杏仁大蒜酱煎鳟鱼，配煎土豆雷贝格小方饺——招牌黄油饺，菠菜叶垫底甜点热樱桃——浇干邑，配一个香草冰淇淋球苹果馅卷——热点，配香草酱汁核桃冰淇淋——两个核桃冰淇淋球配新鲜无花果和奶油各种奶酪——各式法国全脂乳干酪Task Afood: wrong dish, wrong preparation method, wrong side dishes, too cold, poorquality, oversalted, underdone, etc.drinks: not cold enough, glass not filled properly, lipstick on glass, flat drink, corked wine, etc.service: inattentive or discourteous staff, unprofessional behavior, long delays, etc. atmosphere: music too loud, too much noise / smell from kitchen or toil/restroom, no designated smoking/non-smoking areas, poor hygiene, draughty, etc. cleanliness: dirty tablecloth, cutlery, crockery, etc.administrative aspects: credit card acceptance/validity, wrong items on bill, not enough staff, problems with reservation, etc.2 Make a list of the most important rules for dealing with complaints.a Listen carefully to what the guest has to say.b Do not interrupt the guest.c Apologize to the guest.d Maintain eye contact.e Stay friendly, fair and objective.f Accept responsibility and do not blame someone else.g Do not discuss the problem in front of other guests.h Take prompt action and try to find a solution.i You may offer compensation or a price reduction.j Call a supervisor if you feel you cannot handle the problem yourself.k See complaints as a chance to improve your service in the future.Task Ba – 11b – 7c – 8d – 1e – 9f – 4g – 5 h – 10 i – 12 j – 3 k – 6 l – 2Task D Role play （参考答案）1 Guest: You are Matt Bomer from New York. You know little about Chinese cuisine. You’dlike to order the chef’s specialty.Waiter: You recommend Today’s Specialty for the guest.Scene ：Mr. Frank came from America, he would like to taste Chinese cuisine this evening.A=Waiter B=Mr. FrankA：Mr. Frank，what would you like to have tonight，Western food or Chinese food？B：When I was in America，my friend，Mr. Dull recommended me to have Chinese food，and I appreciate it very much indeed. What kind of cuisine do youhave in your dining－room？A：We have Guangdong food，Sichuan food and Shanghai food. Which one do you like best？B：I don't like anything greasy. I think I'd like to have Guangdong food.A：OK, How about saute prawn section，saute lobster slices with mushroom？B：All right. I'll take them all.A：Mr. Frank，do you like to use chopsticks？If you don't，I'll get you fork and knife.B：If I can have them，so much the better.A：Do you like some soup？B：Yes，I don't know what soup you have.A：We have sliced chicken soup，dried mushroom clear soup and so on.B：Good. I prefer dried mushroom clear soup.A：According to the specifications of Chinese food，we serve dishes first and then soup. If you like we'll bring you some soup first.B：I'm used to having soup first.A：All right，I'll get it for you.。
酒店英语1教学课件Unit7 Complints Settlement
III. Suppose you are a front office supervisor, a guest in your hotel complains to you about the damage done to her dress. Her dress shrank in the washing. How will you deal with the complaint? Discuss with your partners.
but it was finally served at 8:00 p.m. M: I’m terribly sorry to hear that.
This is quite unusual. I’ll look into the matter at once. G: What’s more, I ordered my beefsteak to be prepared well done, but this one
R: I’m terribly sorry to hear that. I’ll send a room attendant to clean your room right
now. She’ll bring clean towels for you. We do apologize for the inconvenience.
Suggested answers: First ,listen to the guests carefully and patiently, and ask
喜来登酒店英语培训(内部资料料 50)【范本模板】
Chapter 1。
Courtesy EnglishUnit 1：GREETING ＆FAREWELLS●VOCABULARY●PHRASES ON THE JOBGood morning Good afternoon Good evening Welcome backHi早上好下午好晚上好欢迎回来嗨Hello How do you do？How are you? Fine，thank you，and you？你好你好你好吗? 很好，谢谢,你呢？Fine，thanks，and you？Good-bye Good night Good-bye for now很好，谢谢，你呢? 再见晚安再见It was nice to see you again。
Have a good evening See you later。
It was nice seeing you。
很高兴又见到你。
晚上愉快. 回头见。
很高兴见到你.Have a good weekend Have a safe trip Have a good day Hope to see you again周末愉快. 一路平安。
祝您愉快. 希望再见到您。
Thank you for coming （Thanks for coming) Look forward to seeing you again感谢光临。
盼望再见到您。
●LISTEN TO THE CONVERSATIONListen to the guest and then fill the gap in each sentence。
The guest’s name is 。
The staff's name is 。
The guest will today.He’ll live in next time he comes。
●TALKING TO THE GUESTStaff ：Good morning。
酒店英语实训uint 8 Laundry Service
Exercise in Class
Task 1 Talking Face to face Task 2 Maintaining a Sharp Eye
Exercise in Class
Passage One Passage Two
Put in Use
laundry form, and （3） We’ll take care of everything .
(我们会遵照着处理的)
G: Great. Thanks.（4）When will it be ready ? (什么时候会洗好呢？)
H: Laundry collected before 6 p.m. will be washed and returned before 9 a.m. the following morning.
5. Munoz believes that the definite trend of hotel
laundry operation is partnering
.
Read and Judge
I. Are the following statements true or false according to the passage? Write T/F accordingly.
evening? A: Yes, madam. All (10) deliveries will be made before six
o'clock. B: I'll have express then.
Put in Use
H: Housekeeping G: Guest H: Housekeeping. May I help you? G: Yes. This is 1235. （1）I’d like to have some laundry done .
酒店英语Unit7
3
Scene 1 Serving à la carte
Task 2 Listen to the dialog again and complete the order below.
chicken liver caviar
onion soup seafood soup
fruit salad
To be continued
Unit 7
After learning this unit, you’ll be able to:
• Serve àla carte • Offer in-room-dining service • Recommend different wines
1
2
3
4
5
6
7
8
1
1
What tableware is provided in a Western restaurant?
(1) knife (2) plate (3) spoon
2
2
Match the service steps with the pictures.
setting the table suggesting wines explaining the bill serving à la carte
021
听力原文
3
Scene 1 Serving à la carte
grilled salmon filet T-bone steak, medium
Californian red wine champagne
chocolate mousse
听力原文
3
Scene 2 Offering in-room-dining service
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• 1）. Could you put them on the desk over there, please? • （ 您可以把它们放在那边的桌子上吗？） • 2）. If you need anything else, please dial 6 or press the button over there. • （如果您有其他需要，请拨6或按下那边的按钮） • 3）. We are always at your service. （我们随时为您效劳。） • 4）. Please sign your name here。（请在此签名。） • 5）. Please enjoy your breakfast and have a nice day. • （请享用早餐并祝您过得愉快。） • 6）. I’d like to order room service to room 711. • （711房需要送餐服务。）
•
• • • •
Lesson Plan
• Warm up • Case study Hotel vocabulary Listening Situational conversation Practice Summary • Homework
New words
1）order 2) need 3) dial 4) reserve 5) press A按 B拨 C预定 D订餐 E需要
• Pre-listening questions
• 1) What does the waitress say to guest when sending food to the room? • 2) What does the waitress ask the guest to do before leaving the room?
3.We are always at your service. 4. Where shall I put in? 我带来了你订的早餐了。 请在这儿签上你的名字。
5.Please sign your name here
我们乐意为你们服务。
Case Study
—Dialogue1
1.Listening
Match the key expressions
• • • • • order breakfast taking orders press the button deliver boiled eggs 按按钮 订早餐 订餐 呈递，递送 熟鸡蛋鸡蛋
Match the key sentence patterns
A 1.I’ve brought you your breakfast ordered. B 给我（订）两片面包，一个 鸡蛋和一个西红柿。
2.If you need anything else, 我要放在那儿？ please dial 6 or press the button over there.
Practice
• Role-play
Let the students work in pairs: Role Play • Make a new dialogue between Jack and the clerk Jack ordered the breakfast by phone, and the clerk brought the breakfast for him. • Key words: put, bring, press, dial,sign…
Hotel English
Unit7 Room Service
Lesson18 Serving Breakfast in the Room
Teaching Objectives:
• • • Ⅰ.Knowledge Objectives(知识目标)： By the end of this lesson, you should be able to（本节课 你应该学会） 1.spell and pronounce the words on serving breakfast in the room.（拼读关于在房间里早餐服务的单词） 2.remember some key expressions in the dialogue.（记 住对话中的重要短语） Ⅱ.Technical Objectives(技能目标)： 1.Obtain the information on serving breakfast in the room.（获得在房间里服务早餐的信息）。 2.Learn how to on serving breakfast in the room.in English in daily life. （在日常生活中学会如何用英语进行电话服务）
• 1)____ ______, May I come in? 房间服务，我可以进来吗？ • 2) I’ve brought you your breakfast _____.我带来了你预订的 早餐。 • 3) Where shall I_____ _____?我把它放在哪里？ • 4) Could you put them on the desk____ _____ please?请放 在那边的桌子上好吗？ • 5) We are always ____ your ______. 我们乐意为你们服务。 • 6) Could you please ____ _____ _____ here？请在这儿签名 好吗？ • 7）Please_____ your breakfast and ____ a nice day.请慢用 餐，祝您愉快！
2. Listen to the tape again and find out the key words
and expressions
1) order 2)serve/ service 3)dial 4)sign one’s name
3：Complete the useful sentences