酒店服务英语教程文件
国际酒店服务英语 Chapter 1 Unit 4 Information service
General Knowledge Conversation Text
Exercises
General Knowledge
What role does the information desk
play in a hotel?
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• What role does the information desk play in a hotel?
The hotel information desk plays an important part in the hotel. It is generally located near the hotel entrance or faces the entrance. As soon as the customer enters the main lobby, he/she can see it. Its goal is to provide more convenient service to guests.
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General Knowledge
• What role does the information desk
play in a hotel?
• messaging and credit card services
• 8 hours per day foreign currency exchanging
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Conversation
• Scene: A Guest Asks for Service Information • R: Receptionist G: Guest
酒店服务礼仪(English)
Hotel Service EtiquetteModule One The Basic Information of Hotel Service Etiquette Section one What’s the Etiquette?Section Two Hotel Service Etiquette1.Definition of Hotel Service Etiquette2. Principle of Hotel Service Etiquette3. Content of Hotel Service Etiquette4. Effect of Hotel Service Etiquette5. The Ways of learning Hotel Service Etiquette6. Significance of learning Hotel Service EtiquetteSection Three Role Orientation and Service Consciousness1. Role Orientation2. Service ConsciousnessModule Two Appearance and Dress of Hotel Service Staff Section One IntroductionSection Two Appearance1. Basic Requests to Appearance of Hotel Service Staff2. Principles for make-up of Hotel Service StaffSection Three Dress1. Principle of Dress2. Dress Manners of Hotel Service StaffModule Three Deportment of Hotel Service StaffSection One IntroductionSection Two Facial Expression1. Smiling2. Look in eyesSection Three Body Language1. Gesture2. Standing Posture3. Sitting Posture4. Walking Posture5. Crouching PostureModule Four Linguistic Art of Hotel ServiceSection One Introduction of Linguistic Art of Hotel Service1. Basic Requests to Linguistic Art of Hotel Service2. Basic Principles of Linguistic Art of Hotel Service3. Linguistic Art of Hotel Service and its significance Section Two Applications of Hotel Service Language1. Language of Meeting the Guests2. Language of Communication3. Language in Telephone4. Language InhibitionsSection Three Cultivating Approach of Linguistic Art of Hotel Service Module Five Conference Service EtiquetteSection One The Concept of ConferenceSection Two The Types of ConferenceSection Three Basic Procedure of Conference Service EtiquetteSection Four Service Etiquette of Preparations for Conference1. Environmental Etiquette Rules of the Conference Hall2. Etiquette Rules of Decorating the Conference Hall3. Etiquette Rules of Setting the tables of Conference4. Etiquette Rules of using the Equipments in the Conference Hall Section Five Service Etiquette during the Conference1. Principles of Etiquette2. Standards of Operation3. Service Etiquette of General Conference4. Service Etiquette of Special Conference5. Service Etiquette of Attached Facilities to the ConferenceSection Six Service Etiquette after the Conference1. Service of Seeing the Guests off2. Cleaning the Conference3. Dealing with the Documents of the Conference4. Other ServiceModule Six Common Sense of International Reception Etiquette and Rules Section One Etiquette and Rules of International Reception1. Acting accordance with the Law2. Being on Time and Keeping to the Promise3. Valuing the Privacy4. Ladies first5. Respecting others6. Protecting EnvironmentSection Two Etiquette of Meeting and Seeing Off1. Preparations for Reception2. Meeting and Seeing Off3. Meeting and Conversation4. Signing5. The Ceremony of Entertainment6. Feasting the Guests on Western FoodSection Three Order of the Ceremony and the Ways of Hanging theNational Flag1. Order of the Ceremony2. The Ways of Hanging the National FlagModule Seven Custom and Etiquette of Our Country’s Main Tourist Source Countries, Areas and Partial MinoritisSection One Custom and Etiquette of Our Country’s Main Tourist Source Countries1. Asia2. Europe3. America and Oceanic4. AfricaSection Two Custom and Etiquette of Our Country’s Partial Minorities1. The Zhuang Nationality2. Mongolian Nationality3. The Hui Nationality4. The Zang Nationality5. Urgur Nationality6. The Yi NationalityModule Eight Composing Training of Hotel Service EtiquetteSection One IntroductionSection Two Hotel Service Etiquette and Rules of Every Position1. Service Etiquette and Rules of Lobby2. Service Etiquette and Rules of Guest Rooms3. Service Etiquette and Rules of Food & Beverage4. Service Etiquette and Rules of Recreation &Health5. Other Service Etiquette and Rules。
酒店服务英语教学教材
酒店服务英语酒店服务英语Supplementary Dialogues :【对话1】：Guest: Hello, I’d like to check in please. 你好，我想入住贵酒店。
Hotel staff: Certainly. Can I have the name please? 当然可以，能把姓名给我吗？Guest: Mr Harold Smith. Harold Smith先生。
Hotel staff: Ok, Are you checking out tomorrow?好的，您是明天退房吗？Guest: Yes, I am. That’s right. 是的没错，是明天退房。
Hotel staff: Will you need a wake up call, sir? 先生您需要唤醒服务吗？Guest: Yes please. At 6.30am. 是的，请在早上6.30唤醒我。
Hotel staff: Ok then, your room is 502 on the fifth floor. Breakfast is served between 6.30am and 9am. Enjoy your stay.好的。
您的房间号码是五层的502房间。
早餐是早晨6.30到9点。
祝您入住愉快。
Guest: Thank you.谢谢你。
【对话2】：Guest: Good evening, I have a reservation under the name of Tomlinson.晚上好，我有预定，名字是Tomlinson. Hotel staff: Ok I’ve found it. Checking out on the 27th? 好，我找到了。
是27日退房吗?Guest: That’s right. 没错。
电子教案与课件：《酒店服务英语》 Chapter 2-5
Pre-questions:
1. Do you know how to check out in a hotel? 2. How do you usually pay for a bill? 3. If there are some mistakes on you bill, what will you do?
This is your invoice and your change RMB60.Count it, please.
That’s quite all right. Thank you.
We hope you’ll enjoy your trip, Mr. Walker. Goodbye.
Cashier: Guest: Cashier: Guest:
➢ I’ll check it with the department concerned. Please wait a moment.
➢ Mr. Smith, could you please sign your name here?
➢ What card do you have?
➢ According to today’s exchange rate, every US dollar in cash is equivalent
Guest: Cashier: Guest: Cashier: Guest: Cashier: Guest: Cashier:
All right. That’s correct. You have paid an advance deposit of RMB500, haven’t you?
Yes, here is the receipt. Thank you. How do you wish to settle your account, sir? In cash or credit card? In cash.
中英文酒店服务实训教程第二章 客房服务
Practical training 2: Room Cleaning
Practical training 4: Room service
Practical training 6: Emergency
Practical training 1: Showing the room for the guest
Practical English for Hotel Service
精品文档
Chapter 2 Housekeeping
精品文档
Practical training 1: Showing the room for the guest
Practical training 3: Laundry service
Situation 1: Showing the room for the guest
Mrs. Lopez comes to her room in White Swan Hotel Guangzhou. The room attendant shows the room for her.
Now, please stimulate a dialogue according to the
精品文档
Person PR—Pre-Registered Guest HSKP—Housekeeping U&L—Uniform & Linen SO—Sleep out DND—Do Not Disturb LSG—Long Stay Guest/Long
Staying Guest GC—General Clean House Use DI—Dirty CL—Clean IP—Inspected OO—Out of Order
酒店服务英语教案
酒店服务英语教案Unit one Room Reservation1. Section I Introduction (2 periods)Content 2. Section II Conversation and Practicing (2 Periods)The students should be able to:1. identify the ways of make reservationsAims 2. Make reservations for guests through telephone.1. words, phrases and sentences2. structure studyImportant and 3. useful expressionsdifficult points 4. make a dialogue about room reservationSection I Introduction Section II Conversation andPracticing 1. Pre-class Work: 2. introduce the lessons 1. Dividing the students into groups of two2. Offering the situations3. acting out and comments4. AssignmentProcedure andmethodsUnit one Room Reservation1. Introduction: how to make a reservationExample:A long distance call reservationScene: Henry Bellow and Margaret Bellow, an American coupe, are going to spend their holidays in China. Now Mr. Bellow is make a reservation at Huaitian Hotel through a long distance call. Preservationist-----BellowR: Shanghai Huatian Hotel. Reservation Desk. Can I help you? B: I am calling form New York. I’d like to reserve a room in your hotel.R: what kind of room would you like, sir? We have single rooms, double rooms, suites and deluxe suites in Japanese, British, Roman, French and presidential styles.B: A British suite, please.R: Would you like breakfast?B: No, thanks.R: can you give me your name, please, sir?B: Henry Bellow.R: thank you, Mr Bellow. And your arrival and departure dates?ththB: from May 26 to May 29thR: very well, Mr. Bellow. A British suite without breakfast from May 26thto May 29. Am I correct, Mr Bellow? B: yes, thank you. One more thing, could you tell me how to guaranteemy reservation?R: I’ll just need your credit card number , and I’ll take ca re of the rest. B: card. No. 1724,4018,2273,1868. R: thank you, Mr Bellow. You’ll be expected to be here then.B: That’s fine. Thank you, madam. Good-bye. R: Good Bye.2. Function studyConnecting telephone calls.1) 招呼语:Good morning. This is Huatian Hotel.Room number, please.2) 请对方等候Just a minute, please. I’ll put it through to …Hold the line please. I’ll connect you to …3) 听不清I’m sorry, I can’t hear you, and could you speak a bit louder?Could you repeat that, please?4) 占线I’m sorry. The extension is busy right now; will you try the call later?5) 受话者不在Sorry, Mr. Bellow is not in right now. Would you call back?6) 打错了I’m afraid you’ve got the wrong number.3. 情景剧表演,role- play,Situation:Client: your name is Bill Brown. You’d like to book a single room ndrdwith shower for October 2 and 3.Hotel employee: You answer the phone and accept the booking. Make a dialog according to this situation.4. Useful expressions:1) Find out what the client wants:-what kind of room would you like to have?-do you prefer bath of shower?-would you like breakfast?-how long do you plan to stay?-could you let me know how long you will be staying?2) Accepting a booking:-I can book you a room for the first and the second.-we can confirm a room for May 30.-it’s fine for Monday night.3) Refusing a booking:-unfortunately, we’re fully booked for single rooms. But I canbook you b double.-If there isn’t any room, we can put you on a waiting list or we canfind you a room in another hotel.-sorry, we won’t be able to guarantee you a room for the first of May.4) Finding out who the client is:-Can you give me your name, please?-May I know your name?-can you give me your address, please?-what is your address, please?Unit Two At the Reception Desk1. Section I Introduction (2 periods)Content 2. Section II Conversation and Practicing (2 Periods)The students should be able to:1. register for the guestsAims 2. receive the walk-in guest1. words, phrases and sentences2. structure studyImportant and 3. useful expressionsdifficult points 4. make a dialogue about the registrationSection I Introduction Section II Conversation andPracticing 1. Pre-class Work: 2. introduce the lessons 1. Dividing the students into groups of two 3. give the example 2. Offering the situations3. acting out and comments4. AssignmentProcedure andmethodsUnit Two At the Reception Desk1. Introduction: how to register the guestExample:The registrationScene: A car pulls up in front of Huatian Hotel and a doorman goes forward to meet the guests opening the door of the car for them. Dm: Good evening, sir and madam. Welcome to our hotel.Mr Bellow (B): Thanks. Good evening.Dm: I’m the bellman, Mr Bellow. So you have got alto gether four pieces of baggageB: Yes.Dm: The Reception Desk is straight ahead. After you, please. Receptionist (R): Good evening. What can I do for you, sir? B: I reserved a British suite three weeks ago. I’m Henry Bellow.R: Just a moment, please, Mr Bellow. I’ll check the arrival list. , Could I see your passports, please?Thank you sir. And would you mind filling in the registration form? B: I will take care of it.Here you are, is it all right?R: yes, thanks. How are you going to pay, in cash or by credit card? B: could I pay with traveler’s checks?R: certainly. Here’s the key to Room 908 and your room cards. Pleasekeep them.And the bellman will show you up. Have a nice evening, sir. And enjoy your stay.B: thank you.2. Function studyGreetings and Getting Acquainted , 初次见面。
现代酒店英语实务教程 第16课：Secretarial Services文秘服务
现代酒店英语实务教程第16课：SecretarialServices文秘服务Chapter 4 Business Center 商务中心Unit 1 Secretarial Services 文秘服务C= Clerk of Business Center 商务中心服务员 G=Guest 顾客经典对话C：Good afternoon, sir. Can I help you?先生，下午好。
有什么能为您效劳吗？G：Yes, I’d like to have these copied.我想复印这些资料。
C：Certainly. How many copies would you like?好的。
您想要复印多少份?G：Two copies for each.每张 2 份。
C：I see.我明白了。
(After a while 过了一会儿)C：Here you are.给您。
G：Thanks. And can you type this for me?谢谢。
你能帮我打印这些资料吗？C：Sure. What time do you expect it?当然能够。
您什么时候要？G：It’s urgent. I need it before 5 o’clock.是急件。
我需要 5 点以前拿到。
C：No problem, sir. I’ll send it to your room as soon as I finish typing.没问题，先生。
我一打完就送到您的房间去。
G：Thank you.谢谢。
C：(bring the bill) Could you sign here, please?(送账单) 请您在这儿签名，好吗？G：Sure.好的。
常用句型百宝箱1. 复印1) I’d like to copy/tape/print this.我想要复印/打字/打印这个。
2) How many copies would you like?您需要复印多少份？3) Would you like me to make it a little darker /lighter?要不要我(把颜色)调深/浅一些？4) Here is your original.这是您的原件。
PPT电子教案：酒店服务英语
27. remind … of 提醒
28. restriction 限制
29. employee 雇员
30. detailed 详细的，有关细节的
31. way of payment 付款方式
32. upper department 上级部门
33. deal with 处理
34. transaction 交易，转移
44. verify 核实
45. courteously 有礼貌地
46 possess 拥有
48. appearance 仪表
49. adaptability 适应性
50. elegant behavior 优雅的举止
51. above all 最重要的是
Job Description of Bell Service
Part Ⅱ Dialogues
1. Welcoming a Guest 2. Leading the Guest to the Room 3. Delaying in Delivering Bags to the Room
Part III Words & Phrases
19. various 各种各样的
20. keep/ bear … in mind 记住
21. attention 注意力
22. explanation 解释
23. be aware of 留心，注意
24. requirement 需要，需求
25. solve 解决
26. be satisfi ed with 对……满意
single room 单人间
double room 双人间
twin room 双床间
酒店服务指南英文版本
Hotel Service Guide (English Version)Welcome to our hotel! We are delighted to have you as our guest and hope that you have a comfortable and enjoyable stay with us. To ensure that your experience at our hotel is truly exceptional, we have put together a comprehensive service guide for your convenience. Please read through the following information carefully to make the most of your time here.Room AccommodationsOur hotel offers a range of room options to suit your needs. Whether you are traveling solo, with a partner, or with your family, we have rooms that cater to different group sizes. Each room is equipped with modern amenities to make your stay comfortable, including:•Complimentary Wi-Fi•Flat-screen TV•Mini refrigerator•Coffee and tea making facilities•In-room safe•Hairdryer•Iron and ironing board•ToiletriesIf you require any additional items or have specific preferences, please do not hesitate to contact our front desk staff, who will be happy to assist you.Dining OptionsIndulge in a culinary experience at our hotel’s dining facilitie s. Start your day with a delicious breakfast buffet at our restaurant, where you can choose from a variety of fresh and tasty options. For lunch and dinner, our chef prepares delectable dishes using locally sourced ingredients to create a memorable dining experience.If you prefer to dine in the comfort of your room, room service is available during specific hours. Simply peruse the menu and place your order with our friendly staff.Facilities and ServicesTo enhance your stay, our hotel provides a range of facilities and services for your convenience and enjoyment. Some of the amenities available to guests include: •Fitness center•Swimming pool•Business center•Concierge services•Laundry and dry-cleaning services•Airport shuttle service•Tour and ticket assistanceAdditionally, our front desk is open 24 hours a day to attend to any queries or requests you may have. Our staff is dedicated to making your stay with us as pleasant and comfortable as possible.Local AttractionsExplore the surrounding area and discover the attractions and activities available nearby. Our hotel is conveniently located near popular landmarks, shopping districts, and cultural attractions. Our concierge team can provide recommendations on places to visit and assist with booking tours or transportation.Contact UsWe hope that this service guide has been helpful in familiarizing you with our hotel and the services we offer. Should you require any further assistance or have any questions, please do not hesitate to contact our front desk staff or visit our website for more information.Thank you for choosing to stay with us. We wish you a pleasant and memorable experience at our hotel.。
现代酒店英语实务教程 第7课：Laundry Service客房洗衣服务
现代酒店英语实务教程第7课：Laundry Service客房洗衣服务Unit 4 Laundry Service 客房洗衣服务经典对话M=Room Maid 客房服务员 G=Guest 顾客M：Housekeeping. May I collect your laundry?客房服务部。
我能够收您的送洗衣物了吗？G：Yes, it is the laundry bag.能够，在洗衣袋里。
M：Thank you ma’am. Is the laundry form in the bag?谢谢您，女士。
洗衣单放在衣袋里了吗？G：Yes, by the way, how long does it take for dry-cleaning?是的。
对了，干洗需要多长时间？M：It usually takes two days.干洗一般需要两天。
G：Oh, dear. We’re leaving tomorrow.天哪，我们明天就要走了。
M：If you are in a hurry, we have a two-hour quick service with an extra charge of 50%.如果您急着要，我们有两小时的快速服务，不过要外加 50％的费用。
G：Well, if that’s the case.唉，也只好这样啦。
常用句型百宝箱1. 洗衣服务说明1) Can you send someone to Room 2587 to pick up my laundry?您能不能派人到 2587 房取我的送洗衣物呢？2) I’d like to know how long your laundry service usually takes.我想知道你们洗衣服务一般要多久时间。
3) For clothes received before 11：00 a.m., we’lldeliver them to your room by 9：00 p.m. the same day; and for those received before 3：00 p.m., you may get them back by noon the next day.您在早上11点之前送洗的衣物，我们会在晚上9点以前送回您房里；下午3点以前送洗的衣物，您会在第二天中午前收到。
《酒店服务英语》—04 Business Service商务服务
安排① vt. I’ve arranged a taxi for you. 我已为你们安排了一辆出租车。 ② vi. arrange for sb. (sth.) to do sth He’s arranged for me to attend the meeting. 他已安排我去参加会议。 We have arranged for the car to come at nine. 我们已安排好让汽车9点钟来。 ③ 用 that 从句作宾语(从句多用虚拟语气) We have arranged that she (should) look after the children. 我们已安排她照看孩子。
7. From your handbook, I know that you provide interpretation/translation service. 从你们的手册中，我知道你们提供口译/笔译服务。8. Could you help me hire a temporary interpreter? 你能帮我雇一个临时翻译吗？9. Which language interpreter do you want? 您想要哪种语言的翻译？
酒店服务英语教案
酒店服务英语教案酒店服务英语教案Unit one Room Reservation1. Section I Introduction (2 periods)Content 2. Section II Conversation and Practicing (2 Periods)The students should be able to:1. identify the ways of make reservationsAims 2. Make reservations for guests through telephone.1. words, phrases and sentences2. structure studyImportant and 3. useful expressionsdifficult points 4. make a dialogue about room reservationSection I Introduction Section II Conversation andPracticing 1. Pre-class Work: 2. introduce the lessons 1. Dividing the students into groups of two2. Offering the situations3. acting out and comments4. AssignmentProcedure andmethodsUnit one Room Reservation1. Introduction: how to make a reservationExample:A long distance call reservationScene: Henry Bellow and Margaret Bellow, an American coupe, are going to spend their holidays in China. Now Mr. Bellow is make a reservation at Huaitian Hotel through a long distance call. Preservationist-----BellowR: Shanghai Huatian Hotel. Reservation Desk. Can I help you? B: I am calling form New York. I’d like to reserve a room in your hotel.R: what kind of room would you like, sir? We have single rooms, double rooms, suites and deluxe suites in Japanese, British, Roman, French and presidential styles.B: A British suite, please.R: Would you like breakfast?B: No, thanks.R: can you give me your name, please, sir?B: Henry Bellow.R: thank you, Mr Bellow. And your arrival and departure dates?ththB: from May 26 to May 29thR: very well, Mr. Bellow. A British suite without breakfast from May 26thto May 29. Am I correct, Mr Bellow? B: yes, thank you. One more thing, could you tell me how to guaranteemy reservation?R: I’ll just need your credit card number , and I’ll take ca re of the rest. B: card. No. 1724,4018,2273,1868. R: thank you, Mr Bellow. You’ll be expected to be here then.B: That’s fine. Thank you, madam. Good-bye. R: Good Bye.2. Function studyConnecting telephone calls.1) 招呼语:Good morning. This is Huatian Hotel.Room number, please.2) 请对⽅等候Just a minute, please. I’ll put it through to …Hold the line please. I’ll connect you to …3) 听不清I’m sorry, I can’t hear you, and could you speak a bit louder?Could you repeat that, please?4) 占线I’m sorry. The extension is busy right now; will you try the call later?5) 受话者不在Sorry, Mr. Bellow is not in right now. Would you call back?6) 打错了I’m afraid you’ve got the wrong number.3. 情景剧表演,role- play,Situation:Client: your name is Bill Brown. You’d like to book a single room ndrdwith shower for October 2 and 3.Hotel employee: You answer the phone and accept the booking. Make a dialog according to this situation.4. Useful expressions:1) Find out what the client wants:-what kind of room would you like to have?-do you prefer bath of shower?-would you like breakfast?-how long do you plan to stay?-could you let me know how long you will be staying?2) Accepting a booking:-I can book you a room for the first and the second.-we can confirm a room for May 30.-it’s fine for Monday night.3) Refusing a booking:-unfortunately, we’re fully booked for single rooms. But I canbook you b double.-If there isn’t any room, we can put you on a waiting list or we canfind you a room in another hotel.-sorry, we won’t be able to guarantee you a room for the first of May.4) Finding out who the client is:-Can you give me your name, please?-May I know your name?-can you give me your address, please?-what is your address, please?Unit Two At the Reception Desk1. Section I Introduction (2 periods)Content 2. Section II Conversation and Practicing (2 Periods)The students should be able to:1. register for the guestsAims 2. receive the walk-in guest1. words, phrases and sentences2. structure studyImportant and 3. useful expressionsdifficult points 4. make a dialogue about the registrationSection I Introduction Section II Conversation andPracticing 1. Pre-class Work: 2. introduce the lessons 1. Dividing the students into groups of two 3. give the example 2. Offering the situations3. acting out and comments4. AssignmentProcedure andmethodsUnit Two At the Reception Desk1. Introduction: how to register the guestExample:The registrationScene: A car pulls up in front of Huatian Hotel and a doorman goes forward to meet the guests opening the door of the car for them. Dm: Good evening, sir and madam. Welcome to our hotel.Mr Bellow (B): Thanks. Good evening.Dm: I’m the bellman, Mr Bellow. So you have got alto gether four pieces of baggageB: Yes.Dm: The Reception Desk is straight ahead. After you, please. Receptionist (R): Good evening. What can I do for you, sir? B: I reserved a British suite three weeks ago. I’m Henry Bellow.R: Just a moment, please, Mr Bellow. I’ll check the arrival list. , Could I see your passports, please?Thank you sir. And would you mind filling in the registration form? B: I will take care of it.Here you are, is it all right?R: yes, thanks. How are you going to pay, in cash or by credit card? B: could I pay with traveler’s checks?R: certainly. Here’s the key to Room 908 and your room cards. Pleasekeep them.And the bellman will show you up. Have a nice evening, sir. And enjoy your stay.B: thank you.2. Function studyGreetings and Getting Acquainted , 初次见⾯。
酒店服务英语(第二版) 教学课件Project 3 Health Care Service-ZHOU
干性肤质
gentle
温和的Βιβλιοθήκη oily skin油性肤质
treatment
修护
normal skin
中性肤质
refine
焕肤
sensitive skin
敏感性肤质
ENGLISH FOR HOTEL SERVICE
Reading
21世纪高职高专规划教材·旅游与酒店管理系列
Task 1 Read and Interpret the following speech from English into Chinese
美容方案详细介绍 身体按摩是一种非常流行的美容方式，各式各样的技术的介入及美容产品的应用使得人们的身心都得到了 放松，肌肤重新焕发光彩。 面部按摩可以通过按摩刺激肌肤，让客人更加放松，从而恢复肌肤活力，让肌肤在每天的日晒和接触化学 物质后可以恢复最佳状态。 美甲又指手部美容，包含修剪指甲，去死皮和指甲抛光等项目。 修指甲指的是足部护理，包含修剪指甲，软化或去除老茧。除此以外，美容沙龙还提供蜜蜡脱毛和拉线脱 毛等服务。
你知道什么是桑拿浴么？对很多人来说桑拿是一种最舒适、最奢侈、最愉悦身心的清洁体验。人们在洗桑拿 的时候会感到非常温暖和放松。桑拿可以分为两种:传统桑拿和红外桑拿。桑拿浴不仅有助于清洁身体、治疗 疾病、放松身心，还让人们享受到其它的一些乐趣。芬兰一直被认为是桑拿浴的发源地，那里的人们享受着 桑拿带来的乐趣。在芬兰，家家户户在周末的时候都会和亲朋好友洗桑拿，这被称之为桑拿晚会，尽管规模 不大。洗桑拿的时候请带上毛巾、肥皂或浴液或一件干净的换洗衣物或内衣。首先脱衣淋浴，然后再洗桑拿。 将水泼到烧的通红的石头上，热气四散开来，汗水流了下来。然后你可以洗个澡，再来一次。如果桑拿室旁 有湖的话，你还可以跳进湖中，尽情尽兴地来一次冷水浴。
维也纳酒店-英语服务手册.pdf
标准运作程序STANDARD OPERATING PROCEDURE维也纳商务连锁酒店-英语服务手册（V1.0）目录一、Check in（入住登记） (2)二、Check-out(结账) (3)三、Lease（租借物品) (4)四、Safety box（保险箱） (5)五、Morning call/Wake up call（叫醒服务） (5)六、Laundry（洗衣服务） (5)七、Business service（商务服务） (5)八、Ticketbooking（订票服务） (6)九、Luggage storage（行李寄存） (6)十、Call taxi（叫出租车） (6)十一、Open the door （开门服务） (6)十二、Opening time of the Restaurant （餐厅时间） (6)十三、Long distance Call（长途电话问讯） (7)十四、Others （其他） (7)十五、Information（outside）问询服务（酒店外） (8)a)Sightseeing/shopping 观光/购物 (8)b)Finding a restaurant 店外找地方吃饭光/购物 (8)c)Bank 银行/金融服务 (9)十六、Housekeeping 客房服务 (9)十七、Basic Expressions 基本用语/问话 (10)a)Where?在哪儿? (10)b)When?什么时间？ (10)c)What?什么样的?11d)Why?为什么? 11e)Howmuch/many(花)多少? 11 f)Who/Which?谁?哪个? 11g)How?如何?怎么....? . (12)h)Showing youUnderstand/Don't Understand 表示明白/表示不明白12Version.2009.01Page 1 of 12本手册内容属于维也纳酒店集团内部资料，任何人未经许可不得翻印和外传。
《酒店服务英语》—03 Concierge Service礼宾服务
9.It’s about 45 minutes if the traffic is OK. 如果交通状况良好，大约需要45分钟。
①n. 交通 [u] Most of big cities suffer from traffic jam. 大多数大城市都饱受交通堵塞之苦。 ②v.在……上通行；来来往往 This is the most heavily trafficked highway in the state. 这是该州交通最繁忙的一条公路。 ③traffic jam塞车,交通拥塞 traffic light 交通灯，红绿灯 air traffic 空中交通；空运 traffic control 交通管理，交通管制 traffic signal 交通信号
Unit 3 Concierge Service 礼宾服务
Dialogue 2 • Doorman: Madam, can I help you? • Guest: Could you call me a taxi?3 I have just checked out. • Doorman: Yes, madam. Where will you go? • Guest: The airport. • Doorman: Just a moment, please. The taxi is waiting for
《酒店服务英语》 —01 Front Office Service 前厅服务
Unit 1 Reservation Service 预订服务
Unit 1 Reservation Service 预订服务
Dialogue 2 • Clerk: Good afternoon, Garden Hotel. How can I help you? • Linda: Hi, there. I’d like to book a room for next weekend, please.6 • Clerk: Okay, sure. How long will you be staying?7 • Linda: Two nights. • Clerk: Okay. Is that from 13th to 15th December? • Linda: Yes, that’s it. • Clerk: That should be no problem. What kind of room would you like? • Linda: A double room, please, with an en-suite bathroom. • Clerk: Okay, that’s fine. We have a double room on the 6th floor with a fantastic view over the River
Dialogue 3 • Clerk: Reservations. What can I do for you? • Guest: Canadian Academic Exchange Group will visit Shanghai
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Unit 11.小包价 package rate 26.救生演习 muster drill2.基本房价 rack rate 27. 疏散 evacuate3.免费的 complimentary 28.强制性的 compulsory4.豪华套房 deluxe suite 29.演习 drill5.旅游与酒店业 hospitality industry 30.行李牌 claim tag6.自助餐 buffet 31.菜肴 cuisine7.住宿登记卡 registration card 32.餐厅总管 restaurant manager8.纸币 bank note/bill 33.可以自由选择座位9.时间安排 schedule 34.风味餐厅 specialty restaurant10.叫早服务 morning call service 35.每日安排表 daily schedule11.早餐券 coupon/voucher 36.汽笛 siren12.酒店大堂 hotel lobby 37.终点站 terminal13.无预定客人 walk-in guest 38.探测器 detector14.保留房 blocked room 39.休息室 lounge15.维修部 maintenance department 40.安检 security check16.礼宾部 concierge 41.登船embarkation17.走廊 corridor 42.紧急集合地点 muster station18.机场大巴 airport shuttle bus 43.逃避者evader19.货币的面额、面值 denomination 44.赌场casino20.收据 receipt 45.停靠港 Port of call21.发票 invoice 46.国际海上人命安全公约 SOLAS22.姓名牌 name tag 47.折叠婴儿车 push chair23.定金 deposit 48.手提行李 hand luggage24.出纳员 cashier 49.度假地 resort25.房费 room rate 50.房卡 room card(1) 我把这些内容确定一下，好吗？您要定一个豪华套房，从23号星期五到27号星期二，包括起止日。
房价是每晚699美元，含税。
Let me confirm the details of your reservation. You have reserved a deluxe suite from Friday the 23rd to Tuesday the 27th inclusive.the cost is $699 per night, including tax.is that correct?(2) 乘电梯到三楼，出电梯一直往前走，右边就是美容院。
Take the lift to the third floor,go straight ahead out of the lift and the beauty salon is on your right.（3）你要兑换什么,是现钞还是旅行支票? 请在兑换单上签字，写出你的姓名和地址，好吗？ What are you going to convert,bank note or traveler’schecks?would you please sign the exchange form,giving your name and address?（4）我们给您带来了这么多麻烦，为表达歉意，特为您提供免费的花篮。
To express our regret for all the trouble,we offer you complimentary flowers.（5）我们酒店是中午结账。
但是您下午5点才来结账。
我们需要额外收取您50%的房费。
Our hotel is noon check-out ,But you at 5 PM to check ,We need additional charge you 50% of the price1. what are the statuses of the hotel rooms? please list them.Occupied 住客房 vacant 空房 check out 走客房out of order 待修房Blocked room 保留房 sleep out 外宿房 occupied with light luggage 携带少量行李的住客房 DND 请勿打扰房2. what are the checking-in service procedures at the reception office?Please list the steps.1. Greet the guest2. Confirm whether the guest has made a reservation3. Confirm the guest’s room type,rate and length of stay4. Check the payment status and comfirm the method of payment5. Present the guest registration card and lease agreement6. Arrange the room for the guest7. Extend good wishes to the guest3. What information can be found on a cruise ship card?4. What are uses of a cruise ship card?How to solve the complaints?1. The guest just checked in, after the bellman sent the baggages to his room, the guest found out the baggages weren’t his. The guest called reception and complaint about it, how would you handle this issue?2. It was 11PM, the guest from Room 1023 called reception, complained the TV in the next room was very loud while he was sleeping in the night. How would you help the guest solve this problem in a polite way?Unit2 housekeeping service1.面纸 tissues 16.餐车 dining car2.衣架 hanger 17.熨烫工 presser/valet3.烟灰缸 ashtray 18.单烫 pressing only4.热水瓶 thermos 19.女士衬衫 blouse5.被子 quilt 20.缝补服务 mending service6.床垫 mattress 21.睡衣 pyjamas7.床头柜 night stand 22.水管工 plumber8.棉签 cotton buds 23.电工 electrician9.变压器 transformer 24.保养维护 repair and maintenance10.垃圾桶rubbish bin 25.淋浴喷头 shower head11.浴缸 bathtub 26.自来水 tap water12.开关 switch 27.失物招领 lost and found13.温度调节器 temperature adjuster 28.水龙头 tap14.夜床服务 turn-down service 29.赔偿金 compensation15.插座 socket/outlet 30.缩水 shrink• 1. 全天供应热水。
The hot water supply is 24 hours a day .• 2. 洗衣袋和洗衣单在衣柜，如果您需要洗衣服务，请填写好洗衣单，然后将洗衣单和洗衣一同放入洗衣袋。
Laundry bag and laundry form inthe chest, if you need laundry service, please fill out the laundry form,then put the laundry list and laundry in the laundry bag.• 3. 床头柜上有一个控制台，您可以控制所有的灯光、音乐、电视和空调。
There is a switchboard on the bedside table.you can control all thelamps ,music,TV and air conditioning• 4. 服务指南薄在抽屉内，上面有对我们酒店服务和设施设备的介绍。
The service information booklet is within in the drawer,there isintroduction to our hotel service and facilities.• 5. 如果你想在客房用餐，你可以用门把菜单，也可以打电话找送餐部。
If you want to have breakfast in your room,you can use the door-knobmenu or phone housekeeping .• 6. 我们有3小时快洗服务，需要付50%的额外费用。
We have a three-hour quick service,there is a 50% extra charge for it.•7. 按照酒店规定，我们会付给您一定的赔偿金，但赔偿金最多不能超过洗衣费的10倍。
希望您谅解。
According to the hotel policies,we pay an indemnity no more than 10times the laundry charge ,I hope you can understand us.•8. 湿洗与干洗衣服请分两袋装并分别填写表格。
Please place laundry and dry-cleaning into separate bags and fill inseparate forms.•9. 迷你吧有酒精类和不含酒精的饮料，还有一些小吃，您使用的每一件东西都会记在您的账单上。