酒店情境英语unit 6
酒店英语实训unit 6 Wake-up Call Service
（能请你叫醒我吗？）
Operator: Certainly, madam. What’s your room number?
Guest: 2112
Operator:（3）At what time shall we call you
Bund to enjoy the morning scenery there．You know this is my
(4) first
visit to Shanghai．People say there is a
marvelous view of a poetic yet bustling life at the (5) Bund just
3. What have hotels done to improve wake-up service?
Many hotels began to make changes in wakeup service, e.g.: Hilton, Marriott International, W Hotels and Wyndham Worldwide are introducing alarm clocks. Crowne Plaza Hotels, guarantees one night will be free if the call fails to come within five minutes of the requested time.
Read and Think
2. What does the author think of the overall quality of wake-up service in hotels?
Unit 6 My e-friend第4课时Checkout time(教学设计)-2022-202
Unit 6 My e-friend第4课时Checkout time（教学设计）一、教学内容本课时的主题为“Checkout time”，学生需要学会如何询问酒店退房时间并进行口语对话。
具体内容如下：1.学习与会话相关的单词和短语。
2.学会询问酒店的退房时间。
3.学会回答酒店的退房时间。
4.进行口语对话练习。
二、教学目标1.熟练掌握与酒店退房相关的常用单词和短语。
2.学会在实际情境中询问和回答酒店的退房时间。
3.能够进行口语对话练习，并且能够流利、准确地表达自己的意思。
三、教学重难点•教学重点：让学生掌握酒店退房相关单词和短语，学会在实际情境中使用这些词汇进行口语表达。
•教学难点：让学生习惯在英语情境下进行口语交流，提高口语表达的水平。
四、教学准备•教师：课件、黑板、笔、麦克风。
•学生：课本、笔。
五、教学过程1. 自我介绍（5分钟）教师与学生进行简单的自我介绍，拉近师生关系。
2. 梳理知识点（10分钟）老师在黑板上写下相关的单词和短语，并让学生朗读和记忆。
单词和短语中文意思Checkout time退房时间Hotel酒店Reception前台Receptionist接待员Room key房间钥匙Luggage行李Lift电梯Stairs楼梯Corridor走廊Floor楼层Room number房间号码Check out退房Late check out迟到退房Room service房间服务3. 教学讲解（20分钟）教师通过课件，向学生讲解相关的口语会话和语法知识。
3.1 口语会话Lily: May I ask what time is the checkout time?Receptionist: Check out time is 12 o’clock.Lily: Can I have a late check out?Receptionist: Sure. What time would you like? But it will cost 100 yuan.Lily: That’s okay. I want check out at 2 o’clock.Receptionist: Okay, I will arrange it for you.3.2 语法知识What time is the checkout time? 是询问句，用来询问退房时间。
饭店实用英语scene-6课件.ppt
Dialogue 1
I’d Like to Check Out Now
(A: Receptionist B: Guest )
• A: Good morning, madam. May I help you?
• B: Yes, I’d like to check out now. My name is Ford Amy. I’m in Room 835. Here is the key card.
• A: That’s for the red wine you took from the mini-bar in your room.
• B: And what’s this figure for?
• A: It’s for the room service.
• B: Oh, I see. Can I pay with Master Card?
Teaching Procedures
1
Free Talk
2
Hotel Practical English
3
Text
4
Exercises
5
Case Study
6
Home Reading
Ⅰ. Free Talk
• 1. When you can’t satisfy a guest’s request, what should you do?
• When the customer comes to Front Desk, make eye contact and greet the customer by name. Ask if he or she will be checking out. If he or she has completed the express form, take the form, review it for accuracy and ask for the key cards. If the customer has not filled out the express form, continue with the checklist.
酒店英语实训unit 6 Wake-up Call Service-精品文档
Read and Think
Ⅰ. Answer the following questions according to
the passage. 1. According to the passage, why did many business travelers miss a meeting or a flight? Because a wake-up call did not come or a clock was malfunctioned.
Read and Think
2. What does the author think of the overall quality of wake-up service in hotels? The author thinks that the overall quality of wake-up service in hotels has not been satisfactory. 3. What have hotels done to improve wake-up service? Many hotels began to make changes in wakeup service, e.g.: Hilton, Marriott International, W Hotels and Wyndham Worldwide are introducing alarm clocks. Crowne Plaza Hotels, guarantees one night will be free if the call fails to come within five minutes of the requested time.
Put in Use
商务英语听说unit 6
Dialogue Two Word Bank
wonderful separate air conditioner bathroom unpack adj.绝好的 adj.单独的 空调 n.洗浴室 v.打开行李
PartⅡSpeaking Simulated Dialogue One Word Bank
Simulated Dialogue Two Wordored reservation reservation offer service v.预定 v.请教 adj.荣幸的 n. n.预定 v.提供 n.服务
After checking in, Kevin(K) and Shirley(S) are thinking about the return trip. They heard that the hotel could help guests reserve airplane tickets. So they decide to ask another guest, Mr. Darwin Smith(A), who they have just met at the main hall. A: Hello, friends. It is nice to meet you again. K: It is nice to meet you, too. I have a problem here. I think it will be wise to consult you first. A: Oh, I feel honored to help. K: Thank you. Shirley and I are just thinking about the ticket reservation for our return trip. We hear that the hotel offers ticket reservation service. However, we do not know how to get it.
酒店房务英语Module 6 Business and Entertainment Services-PPT文档资料
Leading-in
Tourists' experiences consist of five essentials ■ traveling ■ sightseeing and entertaining ■ lodging ■ eating and drinks ■ shopping Think about the question: What kind of services can the guest have in Business Center? (sending a fax, simultaneous translation, xeroxing, etc.)
Reading— Searching for a Healthier Lifestyle
◆Hotels provides popular facilities for sports. (para.1-3) ◆the most popular facility-spa. (para.4-5) ◆the common recreational activities in the hotel (para.6-14)
Role play Using the above dialogues as a model, try to create a new dialogue with your partner. ◆ Mr. Blake, one guest at Friendship Hotel, is talking with a recreation clerk how to take the sauna. ◆ Miss Showers wants to have a copy of an agreement. She wants to pay in cash. She goes to the Business Center and asks the clerk for help. ◆ Mrs. Henderson wants to mail a Chinese traditional costume to her friend in London on his birthday. So she comes to the Business Center and asks for details about the price.
酒店英语学习情境一：前厅服务英语1-6 Handling the Complaints-精选文档-文档资料
Working Knowledge 工作知识(1)
• 1.When dealing with hotel complaints, you should keep the following tips in mind:
• • • • Listen attentively to the guest's problem. Apologize to the guest. Tell him what you are going to do. Tell him when you are going to do.
Activity
• 1. Look at the cartoon below and discuss it with your partner. 看下面的卡通漫画，然后与同伴讨论其相关的内容。
Useful expressions
• 3. Apologizing to guests and showing concern 表示歉意和关注 (1) I’m terribly sorry to hear that. (2) I apologize for this inconvenience. (3) I’m sorry. We must talk to the manager about it. (4) I’ll look into this matter at once.
within 5 minutes
Working Knowledge 工作知识(2)
• 2. The suggested ways in how to deal with complaints:
• • Say sorry to guests “I’m sorry to hear that” Show your attitude and take actions “ I’m terribly sorry, sir. I will look into the matter at once.”
酒店英语unit6 Hotel Bars 99页PPT
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酒店英语 Part One : Text A
Chinese
Para.5 The industry typically measures success by how much income a hotel makes per room. But a new standard of income per square meter has emerged. As a result, it no longer makes sense to reserve rooftops for heating and cooling systems. “There tends to be a lot of underused space in hotels,” Dev says. “What hotels have realized is there are better ways to use this space.”
I like to entertain my friends with sweet music and delicacies in rainy days. 我喜欢在雨天招待朋友，一起听美妙的音乐，品尝精美的 小吃。
We were well entertained by this wonderful performance. 这场精彩的表演让我们赏心悦目。
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酒店英语 Part One : Text A
Chinese
Para.3 A The Conrad New York recently opened its rooftop bar, 16 stories above the downtown area. It claims to be the only rooftop bar in the United States to serve prosecco around the clock. Drinkers can also help themselves with alcoholic Popsicle sticks. The Raffaello Hotel in Chicago recently opened a rooftop bar on its 18th floor. It offered an extensive cocktail menu and collection of fine bourbons, scotches and whiskey. A chain hotel of Marriott's Collection will soon open a rooftop lounge with great views of the city.
《酒店情境英语》课后习题参考答案.docx
Module 1Unit 11.略plete the following mini-dialogues.1.Good afternoon2.How do you do3.How are youI'm fine too4.Nice to meet youI'm John Smith5.Thank you3.Listen and fill in the blanks.Clerk: How are you today, Mr. White?Guest: I'm fine thank you.Clerk: This is our manager, Mrs. Li.Guest: Glad to see you M TS. Li.Manager: How do you do? Glad to see you too. How do you like our hotel?Guest: Great! The people here are very nice.Manager: Thank you. Hope you will enjoy your stay here.Guest: Thank you.4.Pair work・ Discuss what to say to the guests in the following situations, then write out the correct responses・1.Good afternoon2.Good evening3.Good day4.May I introduce our manager Mr. Smith to you5.May I have your name please?5Discuss and write out the proper expressions according to each of the question.1.Good afternoon sir!2.Good morning madam3.Good evening, welcome to our hotel!4.Good morning, welcome to our hotel!5.Good afternoon everyone, welcome to our hotel!Unit 21.略plete the following mini-dialogues.1.Congratulations!2.Yes, I think so3.The same to you4.Thank you5.at your service3Listen and fill in the blanks.Clerk: Good morning, Mr. White!Guest: Good moming.Clerk: You look so upset. What's the matter with you ? Are you looking for something?Guest: Yes, I need to make a phone call and I can't find it anywhere.Clerk: Oh, I have just seen a mobile phone on the desk of the barGuest: That must be mine, I have just have something in the bar ! Thank you very much!Clerk: You're welcome and hope you can find your phone as soon as possible.Guest: Thank you. Bye!4Pair work・ Discuss what to say to the guests in the following situations, then write out the correct responses・1.Thank you and it's very nice of you2.Congratulations3.Yes I think so4.Happy New Year5.Thank you the same to you5Discuss and write out the proper expressions according to each of the question.1.Happy birthday, Mr Green2.Wish you good luck3.Congratulations4.Yes, I think so5.Thank you the same to youUnit 31.略plete the following mini-dialogues.1.May I have your name please?2.May I have your room card?3.Which brand would you like?4.Do you need a morning call?5.Smoking or non-smoking floor please?3Listen and fill in the blanks.Clerk: Good morning! Housekeeping. May [ come in?Guest: Yes, of course.Clerk: Fm sorry to disturb you, but may I clean the Toom now?Guest: Sure go ahead.Clerk: Oh, May I tidy up your bed?Guest: OK.Clerk: May I move the things on your desk so that I can dust it?Guest: I'd prefeT you don't move them.Clerk: Fm sorry I don,t know.Guest: Thafs all right4Pair work・ Discuss what to say to the guests in the following situations, then write out the correct responses・1.How about...2.Would you...3.How may I help you? / What can I do for you?4.Would you like a morning call ?5.How do you like....?5Discuss and write out the proper expressions according to each of the question.1.May I have your phone number?2.Could you please sign here?3.Housekeeping, may I coming?4.How about... / What about...5.What can I do for you?unit4:1.略2・ Complete the following mini-dialogues.1.It opens from 9 am to 10 pm2.It's 25 dollars altogether3.Ok, here it is.4.It takes about three quarters5.It's at the comer of the road.3Listen and fill in the blanks.Clerk: Hello, how can I help you?Guest: Hello. I would like to take my daughter to the Happy Valley tomorrow. How can we get the tickets? Clerk: Fve been there with my kid, ifs very interesting there. I can have tickets delivewd so you can pick them up from here. Would that be OK?Guest: Thafs fine.Clerk: I can get you a 10% discount if you'd like to have lunch as well.Guest: That sounds goodClerk: Ok, so you'd like two tickets for the Happy Valley for tomorrow. Shall I add the cost to your bill? Guest: Yes, please. Thanks.Clerk: Hope you will have a good trip.4Pair work・ Discuss what to say to the guests in the following situations, then write out the correct responses・1.You'd better go there by subway.2.It's May 10th. It5s ten to ten.3.Turn right at the second crossing4.Please watch your steps5.We can offer you a 10 % discount.5Discuss and write out the proper expressions according to each of the question.1.It's 40 degrees centigrade and you'd better not go out.2.It's not far from here, you can go there on foot and enjoy the scene on the way.3.1will order it for you4.it's about 320 yuan altogether, please. And there is a 15% discount for staying guests.5.You may take our shuttle bus to get there unit5:1.略2・ Complete the following mini-dialogues.1.we do apologize2.It's all right3.1apologize for this4.1have to ask our manager.5. Thank you for your patience3Listen and fill in the blanks・Guest: I want to complain about the terrible thing in your hotel.Clerk: I'm sorry you are not happy, sir. What has happened?Guest: Today is very hot, so I want to use the air-conditioner. But it doesn't work.Clerk: I do apologize, sir. And I'll get someone to fix it right away.Guest: Can I use it after lunch?Clerk: Yes I'll make sure of that.Guest: Thank youClerk: Besides can I give you a discount to make you happy?Guest: Thafs very nice of you.4Pair work・ Discuss what to say to the guests in the following situations, then write out the correct responses・1.It's a pity2.Thank you for your understanding3.1have to ask our manager4.Fm sorry. Ifs my fault.5.We do apologize5・ Discuss and write out the proper expressions according to each of thequestio n・1.Let me see...Oh, we do apologize. Fll check it out right away.2.Shall I call the manager, madam?3.Fm really sorry, but I seem to have mis served a dish4.Shall I bring you a knife and fork?5.Thank you for your understanding.unit 61 •略2. Complete the following mini-dialogues.1.See you later2.Please give my best regards to your family3.Good night4.Good bye and thank you for your coming.5.Have a nice trip home.3Listen and fill in the blanks.Guest: I will go home and come here to say good-bye.Clerk: Sorry to hear that. And when do you leave?Guest: My plane leaves at 8:45 this Sunday.Clerk: So you won't be staying here next week. Can't you stay a little longer?Guest: I have finished my meeting here so I have to go home.Clerk: Sorry for not being able to see you off at the airport. Be sure not to leave anything behind, please and at last please give my best regards to your family.Guest: OK. I will and thafs very nice of you. Also I should thank you for your service here. I will stay in your hotel next time I come here.Clerk: Thanks a lot.4Pair work・ Discuss what to say to the guests in the following situations, then write out the correct responses・1.We hope you have enjoyed your stay.2.Have a nice day!3.We look forward to seeing you soon.4.Good night5.Goodbye, sir and hope to see you again5・ Discuss and write out the proper expressions according to each of the questio n・1.Have a nice trip home. And please give my best regards to your family.2.Have a nice day and please enjoy yourself.3.Good night and have a good rest!4.Be sure not to leave anything behind please.5.Happy landing.Module 2Unit 11・ A: Listen to the dialogue and fill in the reservation form・Reservation FormBooked by Mr. Swine Ramos Telephone 137 619 38465 Fax /Email ___________________ Company ______________Remarks: a conference room for about 40 people on March 5th _____________ Taken by Your name Date _XXXX ______B: Listen to the dialogue and fill in the blanks・Reservationist: Good morning, Toronto Hotel, Reservations. How may I help you?Guest: Fd like to Teserve a TOOHI.Reservationist: What time will you be arriving?Guest: From Oct 12th to Oct 14th.Reservationist: Well, What type of room would you like?Guest: Just a single Toom, please.Reservationist: May I have youi credit cand to guarantee the booking?Guest: Yes, It9s my VISA card. It^ No.6222 3756 1088 0310.Reservationist: Thank you very much. Could you tell me your name and telephone numbeT, please?Guest: Yes, my name is Gerry Brown and my telephone numbeT is 3389-1120.Reservationist: Thank you for calling. We are looking foTwaid to seeing you.2・ Match the English expressions in Column A with their Chinese meanings in Column B・l. D 2.H 3.1 4. B 5.E 6. A 7. K 8. F 9. J 10. G 11. C3・ Put the following service procedures into correct orders・3 2 5 6 1 45・ Discuss with your partner what to say to the guest in the following situations and then write out the correct expressions・1.Good moming/aftemoon/evening, XXX hotel. How may I help you?2.What kind/type of Toom would you like?3.Could you please tell me youi arrival and depaTtuie dates?4.Would you like to change the Toom OT would you like me to find a nearby hotelfol you? But the business suite has a larger bedroom and a laTgei lounge. It is mow comfoTtable and ideal for meeting business guests.5.Could you give me a credit card to guarantee the booking?6.Thank you for calling. Goodbye.6・ Translate the following sentences into English・1.Good morning. Reservations. How may I help you? __________2.How long will you be staying? ___________________________3.What kind of room would you like? _______________________4.Your reservetion number is 3645. _________________________5.You can have a 15% discount with the cooperate rate.6.We are looking forward for your coming. __________________ Reading:l. F 2. F 3. F 4.TUnit 21・ A: Listen to the dialogue and fill in the blanks.Receptionist: Good morning, madam, What can I do foi you ?Guest: Fd like to _check・in_.Receptionist: Do you have a Teservation_ ?Guest: Yes, My confinnation numbeT _ is 5153.Receptionist: Well, Miss Gate. May I see your passpOTt_, please?Guest: Sure. Here you are.Receptionist: Thank you. Miss Gate, you booked a deluxe single Toom_, right?Guest: Yes.Receptionist: Could you please fill in this Tegistration form_ ?Guest: Certainly. Heie you are_.Receptionist: Thank you. Here is your key card. Hope you will have a wonderfulB: Listen to the dialogue and fill in the registration form・2・ Match the English expressions in Column A with their Chinese meanings in Column B・l. E 2. A 3. K 4. B 5. J 6. F 7. D 8.1 9. G 10. H 11. C3・ Match the expressions with their correct definitions.1.12.B3. G4. C5.F6. D7. A8. H9. E5・ Discuss with your partner what to say to the guest in the following situations and then write out the correct expressions・1._ Good evening, sir. What can I do foi you?2._ Do you have a Teservation? _________________________3._ May I see your passport, please? ______________________4._ Would you please fill in the Tegistration form? __________5._ Here，s your room card, and the room numbeT is on it. ___6._ Hope you will enjoy your stay at our hotel. _____________6・ Translate the following sentences into English・1.When do you reserve the room? ________________________________2.Do you have a a reservation , Madam? _______________________________3.May I see your passport, please? _______________________________4.All the single rooms are sold out. Would you like a double room?It is more comfortable for your sleeping. ________________________5.Do you need a morning call? __________________________________6.Hope you will enjoy your stay in your hotel. ______________________ Reading:l.T 2.F 3.T 4.TUnit 3：1・ A: Listen to the dialogue and fill in the blanks.Bell boy: Good morning, sir, Welcome to our hotel ______ .Guest: Thank you.Bell boy: May I help you with your baggage ______ ?Guest: Please take this bag for me .Bell boy: Certainly. Let me show you the way.Guest: Thanks.Bell boy: Do you need all the luggage in your room?Guest: No, please stoie the bag for me.Bell boy: Sure. I will make out a claim tag for you.Guest: Thank you. When can I get it back ?Bell boy: We are ODen 24 hours . This way, please. Guest: Thank you.Bell boy: Hope you will enjoy your stay .B: Listen to the dialogue and fill in the shopping list.Money in advance: 200 ________________________Clerk XXX _________ Date XXX Time XXX2.Match the English expressions in Column A with their Chinese meanings in Column B・1.12.B3.H4. K5. J6. C7. E8. D9. F 10. G 11. A3・ Match the guest5s requests with the bellboy5s responses.Guest:l. B 2. A 3.F 4. C 5.D 6. G 7. E5・ Discuss with your partner what to say to the guest in the following situations and then write out the correct expressions・1.Good moming/aftemoon/evening, Mr./Miss. Welcome to OUT hotel.2.May I help you with youT luggage? __________________________3.Could you tell me youi name and Toom numbeT, please? _________4.What kind of things would you like and may I have youi name _____and room numbeT?5.Please take this elevator to the XXth floor. _____________________6.Do you need all youi luggage in youi Toom? ___________________6・ Translate the following sentences into English・1.Welcome to our hotel, May I take your baggage?___________________2.Please take the elevator on the left to the ninth floor.3.When do you need to get to the airport tomorrow? __________________4.We are open twenty four hours _________________________________5.May I ask you to pay 200 Yuan in advance?_______________________6.How many luggage do you have? _______________________________ Readingl. F 2.T 3.T 4.TUnit41・ A: Listen to the dialogue and fill in the blanks.Cashier: Good morning, madam. How may I help you?Guest: Fd like to _check・out_. Fm in room 1202.Cashier: Wait a moment. The bill comes to _RMB 2398 Yuan altogethei. Here is your bill. Please have a check_ and sign here.Guest: I would like to pay by credit can! . Is that Ok?Cashier: That would be fine.Guest: Which cards do you take?Cashier: We accept Visa, _JCB_, American Express, Dinners and _ Master can!.Guest: Here is the card .Cashier: Please sign this _bill_ for RMB 2,39&Guest: Ok. Here you are.Cashier: Thank you. Here is a copy of your bill and your credit card receipt. Guest: Thank you. Goodbye.Cashier: Have a good flight. Goodbye .B: Listen to the dialogue and fill in Currency Exchange form・2・ Match the English expressions in Column A with their Chinese meanings in Column B・l.K 2. G 3.B 4. C 5.1 6. J 7. H 8. F 9. E 10. D 11. A3・ Match the countries on the left with their currencies on the right.l.C 2. A 3. D 4.F 5. A 6. B 7. A 8. E5・ Discuss with your partner what to say to the guest in the following situations and then write out the correct expressions・1._ Good afternoon, sir. May I help you? _________________2.Did you take anything in youi mini bar? ____________3.How would you like to pay your bill ___________________4.How much would you like to change, sir? ______________5.We do apologize for OUT caielessness. _________________6.Goodbye and hope to see you again. ___________________7・ Translate the following sentences into English・1.I'm teiribly sony. I will print another bill for you at once. ____________2.I，m sorry to say that we don't accept traveleFs checks here. _________3.How would you like to pay? ___________________________________4.We accept JBC, Visa and Master card ___________________________5.O UT exchange rate are very close to the bank ______________________6.Hope you will have a good trip _________________________________ Readingl.F 2.T 3.T 4.Tunit 5 1・ A: Listen to the dialogue and fill in the blanks.Operator: Good evening. Can I help you_ ?Guest: I need to book a wake-up call_ •Operator: Certainly sir. May I have your TOOHI number, please_ ?Guest: Yes, it，s 2107Operator: What time would you like us to wake you up_, M匚Jones?Guest: I have a flight at 9:00 a.m.Operator: Well, it takes _one hour_ to get to the airport. I think you should leave 卫16:00 a.m_.Guest: That's fine, so call me_ at 5:00 a.m.Operator: No problem. Do you need a taxi to the airport?Guest: Yes, please. For six o' clock.Operator: Is there _any other things_ I can do for you?Guest: No, thank you. Good night.Operator: Good night, Mr. Jones. Sleep well_ .B: Listen to the dialogue and note down the message.Message SlipTo：Mr. Potter ______________ Room No： 228 __________________________WHILE YOU WERE OUTMr. V/Mrs. /miss Green ______________________________________________Of Room 308 _________________________________________________________Telephone No 308 ____________________________________________________TIME： XX:XX ________________________________________________________MESSAGEMr. Gwen in Room 308 wants to invite you to have a party tomorrow evening at 5:30 in his room.Date XX. XX ____________ Time XX: XXClerk XXX __________2・ Match the English expressions in Column A with their Chinese meanings in Column B・l. F 2.1 3. J 4.B 5. C 6.D 7. H 8. G 9. E 10. A5・ Discuss with your partner what to say to the guest in the following situations and then write out the correct expressions・1.Good morning, XXX Hotel. OperatOT. How may I help you?2._ May I have the guests name? ________________________3._ What message would you like to leave? ________________4.F OT city calls, fkst dial ”0”，then dial the numbeT when you hear the dial tone.5._ What time do you need the wake・up call? _____________6._ Do you need transportation? _________________________6・ Translate the following sentences into English・1.You can call back later or leave a message・2.Let me repeat your message・3.F OT inside line, just dial the Toom numbeT.4.When do you need to get to the theater?5.It may take one hour to get there in rush hours.6.Do you need a second call, just in case?readingl.F 2.T 3.T 4.FUnit 6：1・ A: Listen to the dialogue and fill in the blanks.Concierge: Good afternoon. How can I help you.Guest: I need to go to Beijing. Where can I get a ticket?Concierge: Do you want to go by train OT go by plane ?Guest: Where do I buy a ticket for the train?Concierge: We can buy it for you . You pay the ticket price plus a small service fee. Guest: Ok. How about a ticket for the concert tonight? How much is that? Concierge: The ticket is _RME 250 Yuan . _When_ would you like to see the concert? Guest: Around _7:00_. I will come to pick it up in two hours_.Concierge: That is fine, but we ask that you pay in advance.. We need to buy the ticket. Guest: Sure. How much is the total?Concierge: 700 Yuan_ for the tickets plus 50 Yuan_ for the service charge. The total is RME 750 Yuan , sir.Guest: Here you are and Thank you for your help.Concierge: It is our pleasure, si匚We are happy to serve you_.B: Listen to the dialogue and fill in the chart.2・ Match the English expressions in Column A with their Chinese meanings in Column B・l.E 2.D 3.F 4.B 5. G 6. C 7. A 8. H 9. J 10. K 11.14・ Match the guest5s requests with the hotel staffs responses.l.C 2. A 3.F 4. G 5.D 6. E 7. B5・ Discuss with your partner what to say to the guest in the following situations and then write out the correct expressions・1.Would you like to go by train OT by plane? _______________2.Can you tell me when you，d like to leave, sir? ___________3.I do apologize, si匚But please calm down. ______________4.Just a moment, please. I will contact OUT manageT to solve it..5.Heie is a map. I，ve circled our hotel, XXX, the station for you.6.If theie is anything else we can help, please feel free to tell us.6・ Translate the following sentences into English・1.What tTanspOTtation would you like to take? __________________2.It's RMB 1200 Yuan altogehter, including the service fee. __________3.We are terribly sony for the troubles we caused you. _____________4.Let me change a TOOHI foi you. ______________________________5.It，s about half an houi by subway and 15 minutes by taxi. _________6.This is the map. I，ve maTked them on it. ___________Readingl.T 2.F 3.F 4.FModule 3unit 11.A： Listen to the dialogue and fill in the blanks・Reservationist: Good morning, sir. How may I help you ?Guest: Good morning. I would like a table by the window.Reservationist: Yes. When should we expect you?Guest: Perhaps around 6:00 p.m. April 24.Reservationist: How many people are there in your party?Guest: There will be three of us.Reservationist: May I have your name and phone numbeT?Guest: Janet Davis. 150********Reservationist: May I repeat it for you?Guest: Yes, please.Reservationist: A table by the window for three, April 24,at 6:00 p.m. Is there anything special?Guest: No, thank you.B： Listen to the dialogue and try to put the following sentences into correct orders according to what you hear・(4 )A private room, please.(1 )Good afternoon, Garden Restaurant. How may I help you?(9 )In that case, can we book you a private room at 8:00 p.m.?(2 )Fd like to make a reservation in your restaurant.(7 )Fm sorry, sir. All private rooms are reserved until 6:00 p.m. What about a tablein the hall?(3 )Of course, sir. Would you like a table in the main dining hall or in one of ourprivate rooms?(5 )How many are there in your party, and at what time should we expect you?(13 )Thank you, Mr. Lee. We'll arrange the Rose Room for you, at 8:00 tonight. Isthat right?(6 ) Six people at 5:30 tonight.(15 )Thank you for calling, Mr. Lee. We look forward to seeing you tonight.(11 )Would you please leave your name and telephone number?(8 )We prefer private rooms. Ifs too noisy in the hall.(10 )Thafll be fine.(12 ) My name is John Lee, and my mobile is 139-6755-4611.(14 )Yes, thank you very much.2・ Match the English expressions in Column A with their Chinese meanings in Column B・1.D2.I3.G4.L5.A6.C7.F8.J9. H 10.K11.B12.E 3・ Complete the following sentences with the expressions from the table below・prefer, how about, have been, Pm sorry, how many, there^e, what's, do you, can I, what time, we don't, how much, Ill1.There?re no tables left for 6:00 p.m.2.How many people are there in your party?3.Can I have a table by the window?4.What，s your arrival time?5.What time would you like your table?6.Do you have any special requests, sir?7.Would you prefer smoking or non-smoking area?8.We don't have a private room at this moment.9.How about a table in the corner?10.How much would you like to pay for each table?11.Ill fax the menu to you tomorrow.12.All the tables have been booked until 7:00 p.m.13.I'm sorry to say that we are full now.5・ Discuss with your partner what to say to the guest in the following situations and then write out the correct expressions・1.Good moming. Chinese RestauTant. How may I help you?2.F OT what time, siT/madam?3.Y OUT name and telephone numbeT, please?4.Any othei TequiTements?5.So it，s Mr.White, a table for five at 6:30 p.m. this evening. Am I right?plete the following dialogue.Staff：Good evening, sir. Have you got youT reservation?Guest: No, we haven't. Just we three.Staff：Fm sorry, the house is full now. Would you mind waiting a moment?Guest: How long do you think we'll have to wait ?Staff: About 10 minutes.Guest: Oh, that'll be all right. We are not terribly hungry.Staff: May I have your name, siT?Guest: Mi*. White.Staff: Thank you, Mi*. White. Now would you please take a seat and wait over there? We511 have you seated as soon as we get a free table.Guest: Thank you.(After a little more than 10 minutes)Staff: M T. White?Guest: Yes, here.Staff: Would you step this way, please?Staff: Here is your table. Please take your seat. The waiter will be here to take your orders.Guest: Thank you.7.Translate the following sentences into English ・1您想预订什么时间的桌位呢？What time would you like your table?2你们一共多少人？How many people are there in your party?3我可以记下您的名字吗？May I have your name, please?4有什么特别要求吗？Is there any special requirement?5尽管我不能向您担保，但请放心我们会尽最大努力的。
《酒店情境英语》M2U6Others
1. E 2. D 3. F 4. B 5. G 6. C 7. A 8. H 9. J 10. K 11. I
• • • • • • • • • • •
Match the expressions with their correct definitions.
Hotel English
• • • • •
1. C 2. A 3. F 4. G 5. D 6. E 7. B
Practice the sentences with your partners.
• • • • • • • • •
Hotel English
•
Would you like to go by airplane or by train? Would you prefer economy class or first class? It’s too far to walk so you’ll need to take a taxi. Please calm down. This is our fault. May I have your name and room number, please? Sorry. We’ll take action right away, don’t worry about it, please. We’ll manage it, but we don’t have any spare room today. Let me just contact the assistant manager to see what we can do. Here is a map. I marked our hotel, the subway stations, and the Disneyland on it for you. If there is anything else we can help, please feel free to tell us.
饭店情景英语(第二版)教学课件第1章PartILesson6
Lesson 6 Complaints & Apologies 投诉与道歉
II. Dialogues 2
(C: Clerk G: Guest) G: Why have you brought me a beer instead of the bill? C: I am very sorry, Sir. I will fetch your bill immediately. …… C: Sorry for having kept you waiting, Sir. Here is your bill.
饭店情景英语
第一章酒店基础英语
PREV. NEXT
中国人民大学出版社
Lesson 6 Complaints & Apologies 投诉与道歉
II. Dialogues 4
(C: Clerk G: Guest) G: I ordered some coffee ten minutes ago. Where is it? C: I’m so sorry, Madam. I’ll bring it to you straight away.
Remember for the minor complaints, you can deal with them directly by yourself, but for serious problems, you need to hand them over to your Supervisor or Manager.
necessary clarify with the guest so that you understand the exact complaint. • Step 2 Apologize to the guest. • Step 3 Tell him what you are going to do. • Step 4 Tell him when you are going to do it.
酒店房务英语Module 6 Business and Entertainment Services[精]
![酒店房务英语Module 6 Business and Entertainment Services[精]](https://img.taocdn.com/s3/m/d683803616fc700abb68fceb.png)
Module Six Business and Entertainment Services
Module Six
• leading-in
• Situational dialogues • Pattern Drills • Role play • Policies and Procedure of Business Center
Dialogue 1 At the Business Center ● What kind of services can the guest have in Business Center? (to send a fax, to do simultaneous translation, to Xerox…)
Thank you!
Policies and procedures of Business Center Agent
1. Handles guests requests and needs. 2. Operates office machines. 3. Familiar with different computer programs. 4. Handles documents and parcels. 5. Reservation of conference Room and arrangement of refreshments. 6. Booking Overseas calls. 7. Handles payment.
Agent • Reading— Searching for a Healthier
Lifestyle
Leading-in
Tourists' experiences consist of five essentials
职场通用英语 Unit 6 Hotel
4. in cash or by credit card? 现金还是刷卡？ e.g. It doesn't matter w__h_et_h_e_r _y_o_u_p_a_y_in__c_as_h_o_r_b_y__cr_e_d_it_c_a_rd_. 在这家商店中用现金和信用卡支付都可以。
5. we do insist that this should be paid in cash. do在此处表示强调 e.g. I _d_o__in_s_is_t_th_a_t_y_o_u_c_le_a_n_t_h_e_h_o_u_s_e _. 我坚持要求您打扫房间。
Unit 6 Hotel
Listening and Speaking – Language in use
1.available adj. 有空的，可找到的 e.g. Could you find out for me whether you have __a_n_y_r_o_o_m_s_a_v_a_il_ab_l_e____. 你能帮找一找是否有空房吗?
Unit 6 Hotel
Hotel/Bar tips
The general rule to tip a bartender could be 10 to 15% of the total drink bill. If a bar is generally crowded, a generous tip after every round should be good. If the bartender sends a complimentary drink, half the value of that round should be offered as tip.
《酒店情境英语》M1U6Saying Goodbye
Hotel English
Hotel English
• B. Things to be noticed when you make apologies. • prepare the check out bill for the guest • open the door for the guest actively • offer to carry the luggage for the guest • prepare an umbrella if it rains • do not be too wordy • drive the guest to the station or airport if necessary
Hotel English
Answers to the exercises:
• • • • • • • 1. 略 2. Complete the following mini-dialogues. 1. See you later 2. Please give my best regards to your family 3. Good night 4. Good bye and thank you for your coming. 5. Have a nice trip home.
Hotel English
Let’s study dialogues:
• • • • Dialogue 1: Listen and answer questions: 1.What does the guest want to do? 2.Which room does the guest live in?
Hotel English
• 4. Pair work. Discuss what to say to the guests in the following situations, then write out the correct responses. • 1. We hope you have enjoyed your stay. • 2. Have a nice day！ • 3. We look forward to seeing you soon. • 4. Good night • 5. Goodbye, sir and hope to see you again
酒店情景英语-3u6
•
on the orchestra n. 管弦乐 equivalent adj. 相等
Learn by heart
1.餐厅结账常见方式
2.餐厅结账服务常用语
Classactivity Roll Play
Scene One: Jerry and Lily are having dinner at restaurant. They almost finish the meal but they don’t know how to pay
Situational Dialogues
1. A Mistake in the Bill
Scene: A guest is going to pay the bill but there seems to be a problem with the bill.
2. Some Mistakes in the Bill.
are still some limits in using credit card.
Words and Expressions
• Gordon’s Dry Gin 哥顿金酒 house 免费
• split v. 分离,分开 队
• settle v. 解决, 处理 的
• exchange rate 汇率
Chapter 3 Food & Beverage Unit 6 Paying the Bill
酒店英语口语附字幕Unit6
Lesson One第⼀课General Procedure⼀般程序G:I'd like to order an international newspaper.Is that possible?旅客:我想订⼀份国际报纸，⾏吗？R:Yes.Which paper would you like?接待员:可以，您想订哪⼀种报纸？G:What papers do you have available?旅客:你们有哪⼏种报纸？R:Here's a list (of the newspapers and magazines we can order for you).接待员:这是⼀份证订⽬录（我们可以为您订的报纸和杂志）。
G:I don't see the New York Times on this list.旅客:在证订⽬录上怎么没有（纽约时报）呢？Is it possible to get the New York Times here?能不能在这弄到《纽约时报》？R:If it's not on the list,I'm not sure,but I'd be glad to check for you.接待员:如果征订⽬录上没有，我就不能保证了，但是我可以给您差⼀下。
May I have your room number?告诉我您的房间号码好吗？G:2802.旅客:2802。
R:2802.Okay.接待员:2802房间，I'll check for you and get back to you as soon as possible好的，我可以给您查找并尽快给您送去G:Hello,Mr.Cibatti?旅客:您好，是Mr.Cibatti吗?G:Yes?旅客:什么事？R:This is the Front Desk.I have good news for you.接待员:这是前台。
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“Sorry to have kept you waiting.”
对不起，让您久等了。
电话英语服务礼仪
3）尽量不要让客人空等电话。需要查询时，询问客人是等 候还是在特定时间打回电话 “Please hang on a minute. I’ll check it for you.” (我帮您 查一下，请稍等。) “Would you like to wait a moment or let me call you back later?”(请问您是稍等，还是待会儿我打 回电话给您？) 4）信息记录完成后向客人复述一次， “May I repeat your orders for you?”(我重复您的订单好吗？)然后请客人确认， 并再次询问客人还有什么补充的 “Is there anything else?
Topic Extension
O: OK. At what time can we expect you? J: Ah, around 7:00 p.m. O: Would you like a table in the main hall or in a private room, sir? J: A private room will be fine. The room should be clean and elegant. I’ll entertain my business partners.
电话订座内容 1) When will the guest arrive? 2) How many people in the party? 3) How much for food per preson? 4) What is the name and phone number of the guest?
Accepting a reservation 1) How many people are there in your party? / For how many people, please. 聚会有多少人？ 2) At what time would you like your table? 您会什么时间到？ 3) May I have your name and phone number, please? 请留下您的名字和电话号码。 4) Is there anything special? 还有其他特殊事宜吗？
Words and expressions:
• beverage [‘bevəridʒ] n. 饮料 • food and beverage department 餐饮部 • Appropriate [ə‘prəuprieit] adj. 适当的 vt. 占用；拨 出 • account for 对…负有责任；对…做出解释；说明……的 原因 • namely adv. 也就是；即是；换句话说 • Foremost ['fɔ:məust] adj. 最重要的；最先的
电话英语服务礼仪
7）通话结束，无论是否达成预定都应礼貌地向客人致谢， “Thank you for calling. We look forward to having you with us.” 谢谢您致电本店，希望能够再次为您服务！
Task preparing
Word matching 1. 预定 2. 靠窗的桌子 3. 包厢 4. 非吸烟区 5. 核查 6. 保证 7. 营业 8. 打烊 a. be closed b. check c. a table by the window d. guarantee e. be open f. a private room g. non-smoking area h. reserve
Topic Extension
R: We have a wide range of Chinese and Western style food, from which you can make your own choice with your own interest. C: Good. How about the price? I don’t want to be too lavish. R: I know. We assure you that the food here are favorable in price. If the expense exceeds 200 Yuan, you can enjoy 80% discount in cash. a wide range of 大范围的；许多各种不同的 exceed [ik'si:d] vt. 超过；胜过 vi. 超过其他
Topic Extension
Dialogue I
Booking a Table on the Phone
Mr. Jones (J) calls The Charterhouse Hotel to make a restaurant reservation. An operator (O) answers.
Topic Extension C: Six. Could you arrange a well-decorated private room for us? We need a good environment. R: Of course, we can. We have a large room for about 10 people, which is specially prepared for parties. Please be assured that we will try our best to create a comfortable environment to meet your entire satisfaction. C: Great. What delicious food will you offer? be assured 保证；我敢担保；请放心；勿疑 Please Be Assured敬请放心 Please Be Assured That请放心；请相信 Please Be Assured Use请放心使用
business partners /business associate
Topic Extension
O: No problem. A private room for four people at about 7:00 p.m. tomorrow evening. Is that right? J: That’s right. O: May I know your name, please? J: Abraham Jones. A-b-r-a-h-a-m J-o-n-e-s. O: Mr. Jones. We expect your coming with pleasure. Have a nice day. J: Thank you.
Topic Extension
Dialogue II
Party Reservation
C-Client
R-Resபைடு நூலகம்rvationist
R: Good morning. Rose restaurant. May I help you? C: Yes. I’d like to hold a party in a private room on Wednesday evening, May 10th. R: Ok, sir. What time would you like your party to be held? C: From 8:00 p.m. to 12 o’clock. Is that OK? R: Sure. How many people will be there?
Introduction
The primary concern of food and beverage department is to provide appropriate food and beverage service for guests. All the activities involved can be divided into three areas, namely, management, production and service.
电话预定 无论在中国还是西方国家，通过电话预定作为已是司空 见惯的事。稍具规模的餐厅一般都接受电话订位。有的档 次较高的餐厅或生意特别兴隆的餐厅则一定要事先订位。 而在西方，比较高级的餐厅都必须事先以电话订位。
电话英语服务礼仪
1）铃响三声之内接起电话。使用标准服务用语:
“Good morning/afternoon/evening. This is ***Restaurant. ** speaking. May I help you?”
Introduction
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. account for ……的原因 对…负有责任；对…做出解释；说明
O: Good afternoon, Charterhouse Hotel. Can I help you? J: Good afternoon, sir. I’m the guest in Room 212. I wonder whether I can book a table for tomorrow evening. O: All right. How many persons at your party? J: A party of four.