酒店英语PPT Unit 10
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酒店英语(课堂PPT)
在招呼客人时，最好说“Excuse me, Sir(Ms)”, 不要直接 称呼Mr.或Ms. 至于称呼小孩，可以直接使用Exห้องสมุดไป่ตู้use me，
但是不可以直接称呼boy或girl.
.
4
基本待客英语
• 基本句型
➢ May I ...? ➢ Could you ...? ➢ Would you ... ? ➢ Shall I ... ?
.
11
回答
• 要麻烦客人或是拒绝客人的要求
I am afraid I can’t do that. Excuse me, sir. Please let me pass.
• 道歉
I am very sorry for the delay. I am very sorry for the inconvenience. I would like to apologize for the mistake.
Shall I draw the curtains? Shall I draw you a map? Shall I make the reservation for you?
.
9
招呼语
• Good morning. 中午之前 • Good afternoon. 中午至下午六点以前 • Good evening. 下午六点过后
hotelbusinessenglishhotelbusiness在酒店里所使用的英语会话基本上是属于商业英语与日常生活会话中所使用的英语略有不同较注重礼节
酒店英语
English for Hotel Business
.
1
概述
在酒店里所使用的英语会话，基 本上是属于商业英语，与日常 生活会话中所使用的英语略有 不同，较注重礼节。
饭店英语 Unit ten 课件
Part I Front Desk ServiceUnit Ten Checking outI.Teaching Goal1、To rich and broad students' vocabulary.2、Learn to use these sentences in practice.3、Mastering and learning to use the basic grammar in this unit.4、Know some hotel manners.II.Teaching TimeUnit ten includes six courses.III.Teaching Methods1、Teaching.2、Discussion.3、Demonstration.4、Dictation tasks.5、At class practices and homeworks.IV.Important Points and Difficult Points4.1.Important points1、Improving the reading standard and skill of the students.2、Remembering new words and trying to use some idiomatic expressions.indeed exciting vacation receipt crowed second certainly week bill credit cardYour name and your room number, please.Please wait a second.You are going to pay by credit card, right?Tank you for staying in our hotel.Good-bye! Have a good trip!4.2.Difficult points1、The improvement of oral English.2、The use of new words and sentences in practice.To solve it :Students read the conversation sentence by sentence, recite useful sentences, write several conversations by using what they have learned, perform conversations.3、The study of grammar.V.Teaching ContentsCourse 1 1)Lead.2. Teach Ss new words and new phrases.(note)1). Exciting 令人兴奋的，主语是物excited 兴奋的，主语是人eg: I am excited in the game.The game makes me so exciting.The game is exciting.Course 2& Course 3& Course 4 1. Learn the conversation.(note)1). I want to check out.Check out 退房，结账，与check in 互为反义词。
酒店英语(精品课程)Unit10--L25
• Pre-listening questions
• 1. What’s the matter with the air-conditioner? • 2.How soon will the maintenance come back?
2. Listen to the tape again and find out the key words
and expressions
1) out/in 2)check in/check out 3) inconvenience/ convenience
3：Complete the useful sentences
• • • • • • • 1）. The air-conditioner doesn’t _____ 空调坏了。 2）. I____ _____a couple of hours ago . 两小时前，我就入住登记了。 3）. I’m awfully sorry about the______ 对于带来的不便，我非常抱歉。 4）. He says he is _____ and can be at your room _____ 20 minutes. • 他说他出去了，20分钟后会到你的房间。 • 5). I ______ for the problem. • 对于问题，我道歉。
Practice
• Role-play
Let the students work in pairs: Role Play • Make a new dialogue between Mr. Green and the electrician（编写一个格林先生和电工之间的新对话） • Key information:Mr. Green lives in Room 608, There is something wrong with the air-conditioner. He calls the housekeeping to ask the electrician to repair it.
酒店英语Unit 10 Table Reservation
Dialogues
Dialogue 1
J=Jane (Receptionist ) J: S: J: S: J: S: J: S: J: Table Reservation 预订餐台 S=Stephen Nobel (Guest)
S:
Good morning. Tiantian Restaurant. May I help you? I’d like to reserve a table for two. Yes, sir. What time would you like your table? Around 6:30 p.m. Fine. I’ll reserve a table for two at 6:30, sir. We shall keep your table until 7:00. May I have your name and telephone number, please? Stephen Nobel. And my number is 2255 6688. Could you tell me how to spell your name? Yes. N-O-B-E-L, Nobel. Thank you, Mr. Nobel. By the way, as at the peak hour, we can only keep your table for half an hour. That means you should come before 7:00. We look forward to having you with us tonight. OK.
宴会的客人。
大连理工大学出版社
eful sentences
• Refer to p117-118
酒店英语PPT课件
Hotel
《酒店 英语》 English
1
Unit Ten Booking a Table
2
Booking a Table
I Discovering Language
3
Read and Explore
I. Discovering Language
Read the following, pay Байду номын сангаасttention to the sound-linking:
2.What are the main tasks for the food and beverage department? How the activities can be divided?
3. What is the major activity of the most hotels? Why does it say that the services in food and drink are very important?
preliminary adj. 初步的
sanitation n.卫生
account for 占…比重
proportion n.比例
sales outlets 销售渠道
lounge bars 休闲酒吧
6
Introduction
Even though the sleeping rooms provide the major source of income for a hotel, a quality food and beverage operation is often at the heart of various types of hotels. The food and beverage department is a very important division in a hotel. It is often one of the foremost income earners for the hotel, which can account for two fifth to one half of a hotel’s profit.
《酒店 英语》 English
1
Unit Ten Booking a Table
2
Booking a Table
I Discovering Language
3
Read and Explore
I. Discovering Language
Read the following, pay Байду номын сангаасttention to the sound-linking:
2.What are the main tasks for the food and beverage department? How the activities can be divided?
3. What is the major activity of the most hotels? Why does it say that the services in food and drink are very important?
preliminary adj. 初步的
sanitation n.卫生
account for 占…比重
proportion n.比例
sales outlets 销售渠道
lounge bars 休闲酒吧
6
Introduction
Even though the sleeping rooms provide the major source of income for a hotel, a quality food and beverage operation is often at the heart of various types of hotels. The food and beverage department is a very important division in a hotel. It is often one of the foremost income earners for the hotel, which can account for two fifth to one half of a hotel’s profit.
酒店英语1教学课件Unit10 maintenance service
Unit 10 Maintenance Service
Section C: Speaking
maintenance /ˈmeɪntənəns]/ n. 维持，保养 toilet /ˈtɔɪlət/ n. 洗手间, 坐便器； flush /flʌʃ/v. 把…冲下(抽水马桶) overflowing /ˌəʊvə'fləʊnɪŋ/ adj. 溢出的，过剩的 clog [klɒg] v. 阻碍； 堵塞 tap /tæp/ n. 龙头，阀门 deal with 处理 in a minute 马上，立刻 The toilet doesn't flush. It’s overflowing. 马桶不下水，要溢出来了。 The water tap drips all night long. I can hardly sleep. 水龙头一直滴水，我无法入睡。 I’ll be back soon with a new one. 我去取零件一会就回来。
Unit 10 Maintenance Service
Section B : Listening
Task 1 Ask & Answer Listen to the conversations between 5 hotel guests and receptionists. Choose what each conversation talks about.
Unit 10 Maintenance
Section C: Speaking
T: Would you like me to open it? G: Yes. Go ahead. T: May I see your ID card? G: Sure. Here you are. T: Would you wait for a moment? I’ll go and get the master key to open it. G: Please be back as quickly as you can. T: I will. ………..Here is the master key. Let me have a try. The safe is open! G: Thank you very much indeed. This is for you． T: Oh, no. We won't accept tips, but thank you, anyway. Wish you a nice stay with us.
酒店英语2_Unit 10 Complaints Handling
good training and plenty of practical experience everybody can master the techniques of being nice to guests. A
dissatisfied guest means a loss of potential future business
for the hotel, while a pleased guest leaves the hotel with a good memory of hospitality he has enjoyed and he is likely
to repeat his visit to the hotel.
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Unit 10 Complaints Handling
Reading
2. What are the proper procedures for handling complaints? Suggested Answers
The proper procedures for handling complaints are: (1) listen to the guest carefully (2) apologize (3) give explanations (4) offer help (5) take action (6) give feedback
complaints as well as compliments. Some of the complaints and criticisms are genuine, some are serious and some are
dissatisfied guest means a loss of potential future business
for the hotel, while a pleased guest leaves the hotel with a good memory of hospitality he has enjoyed and he is likely
to repeat his visit to the hotel.
< Back
Next >
Home
Unit 10 Complaints Handling
Reading
2. What are the proper procedures for handling complaints? Suggested Answers
The proper procedures for handling complaints are: (1) listen to the guest carefully (2) apologize (3) give explanations (4) offer help (5) take action (6) give feedback
complaints as well as compliments. Some of the complaints and criticisms are genuine, some are serious and some are
《酒店英语》课件
提供客房服务和解决问题
学习如何提供满意的客房服务和解决客人遇到的问题，让客人感到宾至如归。
客房清洁
及时清洁客房，更换床单、毛 巾等，并保持整洁有序。
解决问题
灵活应对客人的需求和问题， 积极解决并提供满意的解决方 案。
个性化服务
根据客人需求提供个性化的服 务，比如额外的床垫、升级客 房等。
酒店设施和设备介绍
1 问候客人
使用友好的语言和表情向客人问候并提供帮助。
2 解答问题
倾听客人问题并提供准确的解答和指导。
3 处理投诉
冷静并专业地处理客人的投诉，解决问题并恢复客人对酒店的满意度。
总结和复习
本课程回顾了酒店英语的重要性，常用词汇与短语，房间预订和办理入住手 续，提供客房服务和解决问题，酒店设施和设备介绍，与客人交流等内容。 请务必复习并运用所学知识提升您的酒店英语能力。
常用酒店英语词汇与短语
学习一些常用的酒店英语词汇和短语，可以帮助您在工作中更流畅地与客人进行沟通。
Reception Desk
前台接待处，是客人办理入住和退房手续的地方。
Housekeeping
客房服务部，负责清洁客房和提供客房服务。
Room Service
客房服务，提供在客房内就餐和其他服务。
Concierge
《酒店英语》PPT课件
欢迎来到《酒店英语》PPT课件！通过本课程，您将学习到酒店英语的重要性， 常用词汇与短语，预定房间和办理入住手续，提供客房服务和解决问题，酒 店设施和设备介绍，与客人交流等场景，并进行总结和复习。
酒店英语的重要性
学习酒店英语能够帮助您与全球来宾更好地沟通和交流，提升工作效率，增强职业竞争力。
跨文化交流
酒店英语口语附字幕 Unit10：pays his rent
酒店英语口语附字幕 Unit10：pays his rent[00：00.00]Lesson One[00：23.39]第一课[00：46.79]Paying By Credit Card[00：48.82]用信用卡结账[00：50.86]G：Hello.I've come to pay my bill.[00：53.73]旅客：您好，我来结账。
[00：56.61]C：Okay.Just a moment please.Let me get our copy...[01：00.59]出纳员：好的。
请稍等，我拿一下我们的账单。
[01：04.57]will that be cash or charge?[01：06.40]请问是付现金还是记账？[01：08.23]G：Charge.I'll put it on my American Express./I'll pay by American Express.[01：12.10]旅客：记账。
请计入我的运通卡。
[01：15.96]C：Okay.By the way,[01：18.25]出纳员：好的，顺便说一下，[01：20.54]there's a 4% merchant commission you must pay if you use a credit card.[01：23.66]如果您使用信用卡就需要付4%的商业佣金。
[01：26.78]G：Who gets the 4%?[01：28.46]旅客：是付给谁的？[01：30.15]C：The Bank of China.[01：31.68]出纳员：中国银行。
[01：33.20]We defray this charge when you pay your sundry fees bill,[01：35.78]在您付杂费的同时我们要支付这笔费用，[01：38.35]but I'm afraid we must add it to the rental.[01：40.53]但是恐怕我们必须把它纳入租金内。
《酒店服务英语》—10 Adding Items 增添物品服务
Unit 10 Adding Items 增添物品服务
Exercises
1. Choose the best answers according to the dialogues.
(1) In Dialogue 1, the conversation happens in the ______. A. morning B. afternoon C. evening D. noon (2) In Dialogue 1, the guest needs the attendant to bring him a(n) ________ newspaper. A. Japanese B. Chinese C. English D. French (3) In Dialogue 1, what is the attendant doing? A. She is cleaning the room. B. She is talking with another attendant. C. She is repairing the TV in the room. D. She is asking about the guest’s needs. (4) In Dialogue 2, where does the guest stay? A. In Room 606. B. In Room 505. C. In Room 501. D. In Room 510.
Unit 10 Adding Items 增添物品服务
• Guest: Yes, that’s right. How much is it?6
• Attendant: It’s free of charge, sir.7
free adj. 自由的；空闲的；免费的
酒店房务英语Module 10 Housekeeping Supply Preparation
clean and is sanitary ■…
Situational dialogues
Dialogue 1 Would You Like Your Room Cleaned?
●the procedure of cleaning the guest room (tidy up room, change the bed sheets, change towels, etc.)
Rooms • Reading— Housekeeping Department
Leading-in
the reason why the housekeeping department is considered a vital part of the rooms division
■ determine what rooms are to be cleaned ■ what rooms are available ■ what rooms are occupied ■ making sure the establishment looks
Role play
Using the above dialogues as a model, try to create a new dialogue with your partner.
A：Mr. Showers has just entered his room in the Great Wall Hotel. It’s the first time for him to come to China. He wants to know how to use the facilities in his room. The room attendant is making an introduction of the facilities to him. B: Miss Cathy in Room 421 can’t find the “Do Not Disturb” sign and she also wants to borrow an iron and an ironing board, she makes a call to the housekeeping department.
Situational dialogues
Dialogue 1 Would You Like Your Room Cleaned?
●the procedure of cleaning the guest room (tidy up room, change the bed sheets, change towels, etc.)
Rooms • Reading— Housekeeping Department
Leading-in
the reason why the housekeeping department is considered a vital part of the rooms division
■ determine what rooms are to be cleaned ■ what rooms are available ■ what rooms are occupied ■ making sure the establishment looks
Role play
Using the above dialogues as a model, try to create a new dialogue with your partner.
A：Mr. Showers has just entered his room in the Great Wall Hotel. It’s the first time for him to come to China. He wants to know how to use the facilities in his room. The room attendant is making an introduction of the facilities to him. B: Miss Cathy in Room 421 can’t find the “Do Not Disturb” sign and she also wants to borrow an iron and an ironing board, she makes a call to the housekeeping department.
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Unit 10 Other Services in Housekeeping Department
Reading
2. What qualities should a baby-sitter
possess?
Suggested Answers
A baby-sitter should be reliable, patient, fond of children and responsible.
_v_a_lu_a__b_le_s____if
they want them in a safe place.
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Unit 10 Other Services in
Warming-up
Housekeeping Department
Task 2 Write each of the words under its
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Unit 10 Other Services in Housekeeping Department
Reading
2. How does a hotel usually provide babysitting service?
Suggested Answers
A hotel usually asks some room attendants to do baby-sitting for guests. And some hotels may hire baby-sitters through nanny/baby-sitter agencies.
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Unit 10 Other Services in Housekeeping Department
Reading
Chicago Nannies International
1. Welcome to Chicago Nannies International. We specialize in finding nannies and au pairs from around the world for families in Chicago and for families worldwide. Our service is unique — we do all the hard work for you. We thoroughly screen all au pairs and nannies. We don’t just say we do these checks—we prove every single one. Records of these checks are available for families to read. All you need to do is choose the applicants you would like to meet online, meet them and make your decision! The process is quick and simple. We make finding a nanny/au pair as simple and as easy as possible to avoid the stress and worry it has become for many parents and families.
1. If the fire alarm rings, the room attendants should be
able to deal with__e_m_e_r_g_e_n_c_y___ effectively.
2. Guests can put their shoes outside their door for shoe
corresponding picture.
Depositing valuables
Shoe shining service
Dealing with emergency Baby-sitting service
Handling lost and
found articles
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Home
Unit 10 Other Services in
Warming-up
Housekeeping Department
Task 3 Work in pairs. Think of two more services
provided in the Housekeeping Department apart
新职业英语
Unit 10 Other Services in Housekeeping Department
1
Warming-Up
ห้องสมุดไป่ตู้
2
Reading
3
Listening
4
Speaking
5
Writing
6
Project
7 Vocabulary and Structure
8
Listening Script
____s_h_i_n_in_g___service.
3. Another part of the housekeeping job is handling
_l_o_s_t _a_n_d__fo_u_n_d___articles since guests occasionally
4.
leave their personal belongings behind. The hotel can help guests deposit their
Home
Unit 10 Other Services in Housekeeping Department
Warming-up
Task 1 Complete each sentence with the word or
phrase in the box.
valuables emergency shining lost and found
from those in Task 1 and those in Units 8 and 9.
For example, arranging fresh flowers for VIPs, room service, decorating guestrooms.
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Unit 10 Other Services in Housekeeping Department
Reading
Task 1 Try to answer the following questions
before you read the passage.
1. What qualities should a baby-sitter possess?
2. How does a hotel usually provide babysitting service?