hotel-English-酒店英语教学教材
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》-课程教学大纲
《酒店英语》课程教学大纲一、课程基本信息课程代码：18230592课程名称：酒店英语英文名称：Hospitality English课程类别：专业课学时：32学分：2适用对象：酒店管理本科专业考核方式：考试先修课程：大学英语、酒店管理导论二、课程简介本课程主要针对酒店管理专业的学生，通过重点讲授酒店英语，扩大相关词汇量（按照广东省酒店英语HET初级考试的标准），训练口语技巧，并简单介绍中国与西方文化背景与风俗习惯，为学生今后就业打下基础。
The course is designed for hospitality management majors, focus on hospitality English. The main purpose is to familiarize the students with technical terms, workplace dialogues. Moreover, Chinese and western cultures and customs are introduced in the classes. By this way, it could facilitate student’s future career in the hospitality industry.三、课程性质与教学目的本课程是酒店专业学生的必修课程，通过重点讲授酒店英语，扩大相关词汇量，训练口语技巧，并简单介绍西方文化背景与风俗习惯，为学生今后就业打下基础。
希望藉由酒店英语的学习，扩大学生视野，引导学生日后介绍中华文化予外国人时，具民族自信心与自觉弘扬中华文化的使命感。
四、教学内容及要求第一章课程简介和学习英语的技巧（一）目的与要求1．使学生了解课程的要求、考核方式、主要内容等。
2．使学生掌握学习英语的技巧，并注重口语发音。
（二）教学内容第一节1．主要内容：课程简介和英语学习技巧2．基本概念和知识点：1)课程的要求、考核方式、主要内容2)英语学习的技巧（词汇背诵、语法）3．问题与应用（能力要求）分小组，每日组织晨读第二节1．主要内容：英语学习技巧之语音语调纠正2．基本概念和知识点1)语音（通过10个句子加以强调）2)语调3)英语发音难点讲析4)酒店部门词汇练习3．问题与应用（能力要求）1)看英语电影如何做笔记？2)练习10个句子的语音语调（三）思考与实践1．提高词汇敏感度，能熟练运用“百词斩”等软件诵记生词；2．熟读10个句子，不断练习，纠正语音。
酒店英语1教学课件Unit 1 reservation
Unit 1 Reservation
Objectives:
After finishing this unit, you will be able to:
1 name different room types in English
2
make reservations for guests
Hotel : Shanghai International Hotel Room Type : deluxe suite Name of Guest : Bellow Telephone of Guest: 13960897323 Date of Arrival : May 26th Date of Departure: May 28th
Section C: Dialogues
Dialogue 1 Group Reservation
R=receptionist G=group leader R: Good afternoon, sir. Welcome to Beijing Shangri-la
Grand Hotel. What can I do for you? G: Good afternoon. I’m John Smith from Shenghua Trading
Company. I’ d like to reserve 10 double rooms for five days. R: For which dates? G: From May 23rd to 27th. R: One moment please. I!ˉll check our reservation record.
Unit 1 Reservation
Hotel English Unit 8 Serving Chinese Food 酒店英语,中餐
QQ: 283400277 EMAIL:googgoog321@163.co m
Teaching Objectives:
1. To help the students master the procedure of offering Chinese food service 2. To learn what a waiter or waitress should do when serving the guests 3. To help the students make similar dialogues
3)
Cantonese dishes, composed of Cantonese, Chaozhou and Dongjiang cuisine, are famous for their fresh materials and great tenderness. Cantonese cuisine tastes clear, light, crisp and fresh and it usually chooses raptors and beasts to produce originative dishes. 由广州、潮州、东江客家菜三种地方菜构成。 粤菜用 料广泛新奇，蛇、狗、猫、猴都能制成美味佳肴。菜肴 清淡、生脆、爽口。
Typical dishes Twice Cooked Pork Slices
Spicy Diced Chicken with Peanuts / kung Pao Chicken
Typical dishes
Stewed Thin Beef Slices
Hot pot
WaterWater-boiled Fish
《酒店英语培训》课件
Hale Waihona Puke Check out: Check out
Room Service
Dining Area: Restaurant Area
Check in: Check in
Receptionist: Front desk receptionist
Laundry Service
Checking in the guest
This involves completing the registration process, including collection identification documents, confirming the reservation details, and processing any payments
01
02
03
04
05
06
Speaking clearly and politely: Use clear and polite language to communicate with guests, ensuring they understand and feel respected.
Active listening: Actively listen to guests' needs and questions, and provide responses to ensure smooth communication.
Order taking
Guests can order room service if it is available It is important to understand how to take orders, including the type of food and drink requested, the time they would like it delivered, and any specific instructions for the delivery person
《酒店英语》课程教学大纲(英语专业本科)
《酒店英语》课程教学大纲（Hotel English）一、课程名称及编号：酒店英语AZYXX071二、课程性质、地位和作用（一）课程性质：专业方向课（二）本课程在该专业中的地位和作用本课程的修读对象为英语专业本科的学生。
该课程建立在学生已有两年基础英语学习基础上，旨在从旅游酒店专业的角度进一步提高学生实际口语应用能力，同时增加学生的酒店管理相关知识，为未来的涉外酒店工作打下坚实的英语基础。
通过该课程的教学，能使学生较全面地了解和掌握酒店英语基本用语；熟悉酒店各个部门的工作程序，并在其中能熟练运用酒店英语专业术语；掌握英语工作中基本的相关英文表格的填写，同时掌握酒店管理的背景知识。
三、相关课程及关系学生学习本课程前应首先修读完《基础英语》1—4册的内容，具有一定的英语语言基础，并已完成旅游酒店专业相关课程的学习如《酒店管理概论》、《餐饮服务与管理》、《前台与客房管理》、《现代饭店礼仪》这四门课程。
《酒店英语》这门课程是在这四门课程上的英语语言的覆盖和提炼。
四、主要教学方法及考核方式（一）教学方法：主要采用PPT课件直观教学、酒店各部门工作程序讲解教学、课堂演练、情景扮演教学相结合的教学方法。
通过本课程的教学使学生能够系统地掌握酒店英语基本用语，使学生在教学过程中进入未来工作角色，熟悉酒店个部门的工作程序和规则，激发其学习英语的兴趣，大胆开口说英语从而提高其酒店专业英语的应用能力。
采用每一单元一个酒店部门的形式，充分体现交际法的教学原则。
（二）考核方式：口试考试。
口试分为三块：1、酒店工作场景对话2、酒店管理知识问答3、酒店管理基础知识英文口译。
学生最终考试成绩由期末口试成绩、平时成绩（平时成绩构成: Role-Play ，5次，每次2分，共10分；课堂提问，回答5次提问，每次2分，共10分；出勤10分，迟到三次扣一分，缺课一节扣一分，扣完为止。
）两部分构成。
其中，期末口试成绩占70％，平时成绩占30％。
酒店英语课件unit
Replace the used towels with new ones
Refull the toys as needed
03
Provide cleaning services
1
Check and replace the lines and pillowcases
2
Check and replace the matress covers
03
English for Hotel Catering Services
Restaurant reservation service
01
Reservation Procedure
02
Greeting the customer and inquiring about the reservation
03
Confirming the reservation details such as date, time, party size, and special requests
Restaurant reservation service
• Providing the customer with confirmation of the reservation and possible cancellation policy
Checkout service
Checkout Procedure
Greet the guest and present the bill
Collect payment and process any necessary refunds or adjustments
Checkout service
Functional delivery of the ordered items to the guest's room
酒店英语培训EnglishLesson1
Responding appropriately
Staff should respond promptly and courteously to guests' inquiries or
requests, whether it is providing information, solving problems, or
Do you require a wake-up call? We offer a variety of room service options.
Common hotel expressions
We apologize for any inconvenience.
The front desk is open from 8 am to 10 pm.
Gain confidence in speaking English in a hotel setting
04
Learn to effectively deal with guest requests and complaints
course arrangement
Lesson 1
Introduction to the Hotel Industry and Basic Vocabulary
Room service
• Here is your order, please check if everything is correct.
Room service
Payment and feedback
Your payment has been processed. Do you need anything else?
Lesson 2
Hotel English—2
Homework
Work in pairs. 1. Do you think you’re qualified to be a bellman? Why? Write down your strengths and weaknesses and then compare your ideas with your partner’s. 2. Do a bellboy’s job.
Introduction
• What is a bell? • What is a bell boy? • What qualities does a bell boy need?
Case Study
Case study
• Professional routine • Vocabulary • Language points • Useful expressions
Language Points
• Would you please help me with my luggage? • How many pieces of luggage do you have? • A bellman will show you to your room when you have finished checking in. • I am afraid the contents might break. • Watch your step, sir. • Shall I open the curtains for you, sir? • Is there anything else I can do for you, sir? • We’re always at your ser• • • • • • • suitcase briefcase breakable cognac elevator curtain claim tag [ˈ sju:tkeis] [ˈ bri:fkeis] [ˈ breikəbl] [ˈ kəunjæk] [ˈ eliveitə] [ˈ kə:tn] [kleim] [tæ ɡ]
unit 4 hotel english 酒店英语
1. laundry /ˈlɔːndrɪ/ 1.N-UNCOUNT Laundry is used to refer to clothes, sheets, and towels that are about to be washed, are being washed, or have just been washed. (待洗、正在 洗或刚洗过的) 衣物 例： I'll do your laundry. 我会给你洗衣服的。 ...the room where I hang the laundry. …我晾衣服的房间。
deposit account存款帐户；储蓄存款
spare /spɛə/ 1.ADJ You use spare to describe something that is the same as things that you are already using, but that you do not need yet and are keeping ready in case another one is needed. 备用的 例： If possible keep a spare pair of glasses accessible in case your main pair is broken or lost. 如有可能留一副备用眼镜以防你常用的那副打碎或丢失。 He could have taken a spare key. 他原本可以带上一把备用钥匙的。
opposite PREP If one thing is opposite another, it is on the other side of a space from it. 在…对面 例： Jennie had sat opposite her at breakfast. 吃早餐时，珍妮已坐在她的对面。
饭店英语 教材
饭店英语教材Welcome to the Hotel English textbook! In this comprehensive guide, we will cover everything you need to know about working in a hotel environment and communicating effectively in English. Whether you are a hotel staff member, a student studying hospitality, or simply someone looking to improve their English language skills in a hotel setting, this textbook is designed to provide you with the essential language and phrases you need to succeed.Chapter 1: Greeting and Welcoming Guests。
The first impression is crucial when it comes to welcoming guests to a hotel. In this chapter, you will learn how to greet guests with a warm and friendly attitude. You will also learn how to use polite language and gestures to make guests feel welcome and valued. From the moment a guest arrives at the hotel, it is important to create a positive and welcoming atmosphere, and this chapter will provide you with the language skills to do just that.Chapter 2: Checking In and Out。
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(1)I would like to reserve a twin/ double room at your hotel for four nights from June8, 2002.我想向你们旅馆预订一间双人房，2002年6月8日入住，总共四天。
(2)Please reserve a single room under the name of Mr. Lin.请以林先生的名义定一间单人房。
(3)What's the price difference?两种房间的价格有什么不同?(4)A double room with a front view is 140 dollars per night，one with a rear view is 115 dollars per night. 一间双人房朝阳面的每晚140美元，背阴面的每晚115美元。
(5)If there are no room available for the above period, please inform me ASAP as I must look for another hotel.如果在上述期间没有空房，请尽快告知以便另寻旅馆。
(6)I would like to book a flight to Paris on January 8 on Air France, First Class and round trip.我要订一张去巴黎的往返票，1月8日，法航，头等舱。
(7)We do have a single room available for those dates.我们确实有一个单间，在这段时间可以用。
(8)What is the rate，please?请问房费多少?(9)The current rate is$ 50 per night.现行房费是50美元一天。
(10)What services come with that?这个价格包括哪些服务项目呢?(11)By the way，I'd like a quiet room away from the street if the is possible.顺便说一下，如有可能我想要一个不临街的安静房间。
Dialogue AIndividual clients check in(散客入住G=客人R:=接待员R：Good afternoon. Madam.Welcome to Grand Park Kunming .May I help you?下午好，欢迎光临昆明君乐酒店，请问有什么可以帮到您？G：Yes, I’d like to check-in .please. 我要登记住宿。
R：Certainly, Madam. May I have you name, please?好的，小姐。
能告诉我您的姓名吗？G：I’m Christine.Nolan 我叫克莉丝汀•诺兰R：Do you have a reservation, Ms. Nolan? 诺兰小姐，请问您预定了房间吗？G：Yes, form today. 是的，预定了。
从今晚开始。
R：OK, Ms .Nolan, please show me your passport.好的，诺兰小姐，麻烦您出示一下您的护照。
R：（双手接客人证件）R：（扫描客人证件后双手归还客人）R：Just a moment, please. I’ll check our reservation record. （After a while）Thank you for waiting.Ms. Nolan. Your reservation is for a business single room for one night, the room rate is￥800 that including two breakfasts. Is that all right?请稍等，我查一下预定记录。
（过了一会）让你久等了，诺兰小姐，您预定了一个晚上的商务单间，房价￥800（房价用手指给客人不要说出报价）,含两份早餐是吗？G：Yes. 是的R：Print out the registration form? 打印住宿登记表。
（再次与客人确认姓名，来店离店日期，房号，房价和早餐数等信息并礼貌的让客人在登记单上签名）R：Y ou stay here one day, the deposit is￥1500,you want pay for credit card or cash? 您住一天，押金是￥1500，请问您是刷卡还是付现金呢？G：By Credit Card. 刷卡。
R：OK, Ms. Nolan, please show me your credit card, I’ll brush￥1500 of per-authorization（预授权）as your deposit.Do you have a password of your card?好的，诺兰小姐请您出示一下您的信用卡，给您刷￥500的预授权做您的押金，请问您的卡有密码吗？（刷卡前先核实是否为有效的信用卡，有无客人签名）G：Yes. 有密码R：OK, please input the password. 好的，请您输一下密码。
R：刷卡后双手将卡还给客人，礼貌的让客人在POS单上签名并再次告知刷卡的金额）R：This is for you to brush a ￥1500 per-authorization, please sign in POS list to confirm.这是给你刷的￥1500的预授权，请您在POS单上签字确认.R：（做房卡，填好房卡内页上的房号，房价以及早餐并双手递给客人，请客人在内页宾客姓名处签字）R：The breakfast time is from 7:00am to 10:00am at the IAP. Pleaseshow your room number before meal. The need for additional breakfast is 98yuan one person.早餐时间是早上7：00-10：00陶乐咖啡厅，请在用餐前报房间号码，需要额外加早餐是98+15% service charge元一位。
G：OK. 好的。
R：Y our room number is 1018.Here your key card. The bellman willtake your luggage and show you the way.您的房间号码是1018，这是您的房卡。
行李生将为您提行李并为您带路。
G：OK. 好的。
Dialogue BComplaint(处理投诉)C=Front Office Clerk 前台服务员G=Guest 客人C：Good evening, Front Office. Can I help you?晚上好，这里是前台。
有什么可以为您效劳？G：This is Ms. Stevenson, Room 1827.I’ve just checked in and I’m not satisfied with my room. .我是1827房的史蒂文森小姐，刚入住的,我对房间不满意。
C：May I know what’s the matter?请问有什么问题吗？G：The room is too noisy and my husband was woken up several times by the noise the baggage！I didn’t expect such things would happen in your hotel.房间非常的！我没料到你们酒店会发生这样的事情。
C：I’m sorry to hear that, Ms. Stevenson.I’ll try to arrange another quiet room for you .Please waita moment.(after a while)。
We do apologize for the inconvenience.很抱歉有这种事情，史蒂文森小姐。
我立刻为您更换另一件更安静的房间，我们为给您带来的不便道歉。
G：That fine. Thank you. 好吧，谢谢您。
C：Y ou’re welcome, Ms. Stevenson. Your new room number is 1728 and here is your room key. My name’s Simon, and if there is anything else I can do for you, please don’t hesitate to call me.不客气，史蒂文森太太。
这是为您新更换的房间1728的房卡。
我叫西蒙，如果有什么我能效劳的，请尽管给我打电话。
Dialogue CCheck outR：Good morning, sir .can I help you?早上好先生，有什么可以帮到您？G：Morning .l would like to check out. 早上好，我想办理退房。
R：Certainly. Can I have your name and room number?好的！您可以告诉我您的名字和房间号码吗？G：Thomas Dickson in Room 1218托马斯.迪克逊房间号码是1218.R：A double room for two nights at 800RMB per/night, the meals that you had at the hotel are 250RMB….Here is your bill please check it.一间双人房住两晚，每晚房费是800元，您在酒店餐厅的消费是250元。
这是您的账单请您核对一下。
G：Sorry, l am not clear about this item.不好意思，我对这项消费表示不理解。
R：Oh. This is for the phone calls you made from your room.这是您从房间内拨打的电话账单。
G：But I didn’t make any calls. 但是我并没有拨打任何电话。
R: Oh, just a moment. l’ll check it .l’m terribly sorry sir .we made a mistake.we will deduct it from you bill right away.请您稍等一下我查一下。