饭店英语2
饭店服务英语unit1-2 Reception
Leading-in
The Front Desk is the window and nerve center of a hotel where guests will be registered and assigned rooms, luggage handled, information provided and checkouts processed.
Step 2
Ask the guest whether he or she has a reservation with the hotel. a. Have you made a reservation, sir? b. Under whose name was it made? c. How did you make the reservation, by fax or telephone? d. Did you reconfirm the booking? e. Sorry, there isn’t any room available; would you like us to try another hotel for you, sir?
Words for This unit
tour leader [n.领队] Clerk [n.书记员；办事员] Schedule [n.时间表,时刻表] check-out time [n.结帐时间] morning call [n.叫醒电话] Notify [vt.通知,告知;报告] Deposit [n.定金] Extra [adj.额外的；外加的] hotel voucher/coupon [n.优惠券,礼券] Inconvenience [n.不方便] Cashier [n.出纳员] incidental charge [n.杂费] Extend [v.延长,扩大]
饭店英语教案unit
一、教学目标1. 让学生掌握饭店英语的基本用语和表达方式。
2. 提高学生的口语交流能力和听力理解能力。
3. 培养学生在实际场景中运用饭店英语进行沟通的能力。
二、教学内容1. 饭店英语的基本问候语和介绍语。
2. 饭店各部门的名称及常用表达。
3. 饭店常用服务的英语表达。
4. 简单的英语点餐对话。
三、教学重点与难点1. 重点：掌握饭店英语的基本用语和表达方式。
2. 难点：在实际场景中运用饭店英语进行沟通。
四、教学方法1. 情景模拟法：通过模拟饭店场景，让学生在实际环境中练习英语口语。
2. 互动教学法：引导学生积极参与课堂活动，提高口语表达能力。
3. 听力训练法：通过听录音、观看视频等方式，提高学生的听力理解能力。
五、教学步骤1. 热身活动：让学生用英语进行自我介绍，营造轻松的课堂氛围。
2. 讲解饭店英语的基本用语和表达方式，如问候语、介绍语等。
3. 练习环节：分组进行角色扮演，模拟饭店场景，练习英语对话。
4. 听力训练：播放饭店英语对话录音，让学生进行听力练习。
一、教学目标1. 让学生掌握饭店英语中关于房间预订的常用表达。
2. 提高学生的口语交流能力和听力理解能力。
3. 培养学生在实际场景中运用饭店英语进行沟通的能力。
二、教学内容1. 饭店英语中关于房间预订的常用表达。
2. 饭店英语中关于房间类型的表达。
3. 饭店英语中关于房费和支付方式的表达。
三、教学重点与难点1. 重点：掌握饭店英语中关于房间预订的常用表达。
2. 难点：在实际场景中运用饭店英语进行房间预订。
四、教学方法1. 情景模拟法：通过模拟饭店前台场景，让学生在实际环境中练习英语口语。
2. 互动教学法：引导学生积极参与课堂活动，提高口语表达能力。
3. 听力训练法：通过听录音、观看视频等方式，提高学生的听力理解能力。
五、教学步骤1. 热身活动：让学生用英语进行自我介绍，营造轻松的课堂氛围。
2. 讲解饭店英语中关于房间预订的常用表达，如询问房间类型、房费等。
《饭店服务英语》课件——模块二 客房服务中心
Room Center Serviu give the answers to them ?
1. What do you think a hotel should provide to the guest? 2. Why are entertainment facilities important for a hotel? 3. If you are in charge of the improvement of the
Ⅵ. Translation
1) 我打电话来是想问问你能不能帮个忙。 2) 如果前台允许的话，我们会为你加一张床的。 3) 您的黑色衬衣掉了一颗扣子，我会帮您缝上的。 4) 我们提供快速洗衣服务，不过需要加收50%的费用。 5) 我们马上派人把快速洗衣单送过去。
Check up
1. I am calling to ask if you could do me a favor? 2. I’ll get you an extra bed with their permission. 3. There is one button missing on your black shirt, I will help you
加急服务程序
Ⅰ. 词汇
juice [dʒu:s] n. 果汁 mineral ['minərəl] a. 矿物的 mini-bar ['mini- bɑ:] n. 小冰箱 send [send] vt. 派 fast [fɑ:st] a. 快速的 dry-cleaned [drai- kli:nd] vt. 干洗 iron ['aiən] n. 铁，熨斗v. 熨，烫衣服vt. 熨烫 button ['bʌtn] n. 钮扣 mend [mend] v. 修补 deliver [di'livə] v. 递送，交付 emergency [i'mə:dʒnsi] a. 紧急的 express [iks'pres] n. 快递
饭店英语2
13、Congratulations!祝贺您！14、Happy birthday!生日快乐！15、Happy new year!新年快乐！16、Merry Christmas!圣诞快乐！17、Have a nice holiday!假日快郑?/P>18、Wish you every success!祝您成功！答谢和答应语:19、Thank you (very much).谢谢您（非常感谢）。
20、Thank you for your advice (information, help) 感谢您的忠告（信息、帮助）。
21、It's very kind of you.谢谢，您真客气。
22、Y ou are welcome.不用谢。
23、Not at all.不用谢。
Don't mention it.不用谢。
24、It's my pleasure.非常高兴为您服务。
(With pleasure.)(My pleasure.)25、I am at your service.乐意为您效劳。
26、Thank you for staying in our hotel. 感谢您在我们酒店下榻。
27、I'm sorry.很抱歉。
28、Excuse me.对不起。
29、I'm sorry, It's my fault.很抱歉。
那是我的过错。
30、Sorry to have kept you waiting.对不起，让您久等了。
31、Sorry to interrupt you.对不起，打扰您了。
32、I'm sorry about this.对此表示抱歉。
33、I apologize for this. 我为此道歉。
34、That's all right.没关系。
35、Let's forget it.算了吧。
饭店情景英语对话2
饭店情景英语对话 2_change moneyTransaction[00：24.84]第一课正常办理业务[00：49.68]G：I'd like to change some money.[00：51.81]旅客：我要换一些钱。
[00：53.94]C：How much do you want to change?[00：55.77]店员：请问要换多少钱？[00：57.60]G：$200.What's the rate today on American dollar?[01：00.98]旅客：200美元。
请问今天美元的牌价是多少？[01：04.37]C：Just a moment,please.I'll check.[01：06.40]店员：请稍等，让我查一下。
[01：08.44]The rate today is 8.2256 yuan to the dollar.May I have your room number? [01：12.83]今天美元兑人民币的牌价是8.226。
请问您的房间号码？[01：17.22]...Could you sign here,please,and fill in your room number?[01：20.64]......您能在这里签字并填写房间号码吗？[01：24.06]Thank you.Just a moment,please.[01：26.79]谢谢。
请稍等.[01：29.52]Here you are.That's 1,645.20 yuan[01：33.54]给您，一共是1,645.20元，[01：37.57](One thousand,six hundred and forty-five yuan and two jiao.)[01：40.24]一千六百四十五元两角。
[01：42.92]Please count it.And here's your exchange slip.[01：45.81]请点好。
实用饭店情景英语 (2)
练习11.I’d like to reserve a Spanish suite with meals from the 8th to the 12th of next month.2.How much do you charge a day for a double room with bath?3.I’ll be arriving by air early in the morning.Can i check in then?4.Could you confirm ten rooms for a week as a group reservation for our travel agency?5.Can you put me on a waiting list and inform me as soon as you have a spare room?6.Please don’t leave your baggage behind.7.Let’s not take the elevator on the left going upstairs.8.Shall I wait for you in the bowling room at the end of the corridor on the ground floor?9.Be sure to take a brochure for me from the Reception Desk,please.10.As the English saying goes, where there is a will, there is a way.11.Go straight down the hall until you get to the stairs.12.Turn right and go to the end of the hall. His room is the last door on the right.13.The gift shop is on the first floor, just opposite to the elevator entrance.14.The reception Desk is just beside the entrance to the restaurant.15.Sorry, you are going in the wrong direction. Please turn around and go ahead.练习11、我希望我们不久以后会再见面。
饭店情景英语 (2)
6 place of issue, date of department and signature 签发地 离境日期 签名 7 Everything is in order. 一切都准备好了。 be in order 准备就绪
8 you have it with you all 随时带着。 the time. have sth. with sb. 随身携带某物
1 a director of a foreign company
director 董事长 一家外国公司的董事长
22 My business negotiation has progressed much more slowly than I expected. much more slowly 慢得多 expect 预料 预期
5 Victoria Harbor 维多利亚港
6 fill in 填写 7 registration form
填写住宿 登记表
8 serve serve sth. 提供/供应…… Eg: The restaurant serves nice food. 这家饭馆供应的饭菜不错。 被动: sth. be served Eg:免费提供早餐。 _________________for Breakfast is served free.
2 words 1lead in 3dialogues
5homework
4oral exercise
porter business suite passport
reception desk train-hotel key card
1 rate at the rate of … 按……费用 Eg:按1000元人民币的费用 at the rate of 1000 yuan What’s the rate for a suite? 套房的费用是多少？ What’s the rate for …?
饭店用英语怎么说
饭店用英语怎么说饭店(或酒店，旅馆)，是一个主要为游客提供短期住宿的地方，酒店通常在提供住宿之余，亦为住客提供餐厅、游泳池、或照顾幼儿等服务。
那么你知道饭店用英语怎么说吗?下面来学习一下吧。
饭店英语说法1：restaurant饭店英语说法2：hotel饭店的英语例句：他请我建造并设计该饭店。
He approached me to create and design the restaurant.我带她去里茨饭店吃下午茶了。
I took her to tea at the Ritz.莱茵兰菜是这家饭店的特色菜。
Rhineland dishes are a speciality of the restaurant.这帮匪徒通过他们的连锁饭店洗赃款。
The gang laundered the stolen money through their chain of restaurants.这家饭店除星期一外，每天都营业。
The restaurant is open every day except Monday.她是饭店的女服务员。
She is a waitress in a restaurant.这个饭店的服务质量已经有了很大改善。
The quality of service in this restaurant has improved a lot.这家饭店是由一家人经营的。
This restaurant is a family concern.凌晨6点，他们悄悄地潜入他们下榻的饭店。
They sloped into their hotel at 6am.通常需提前数月预订的三星级饭店Three-star restaurants that are normally booked for months in advance没有几家城市酒店能与克里雍大饭店媲美。
Few city hotels can outclass the Hotel de Crillon.高悬的灯光映照出里兹饭店的轮廓。
lesson 2 Eating out 在饭店就餐使用的英语表达
Ask for the Bill 索要账单
Customer: Could you please give me the bill? 顾客：请问可以把账单给我吗？ Waiter: Yes, of course. 服务员：当然了。 Customer: How much is it? 顾客：它要多少钱？ Waiter: One hundred dollars. 服务员：一百美元。
Western Food 西方食物
• Starter: oxtail soup, garlic bread, etc. 前餐：牛尾汤，蒜蓉面包等。 • Main course: T-bone steak, veggie burger, spaghetti with bacon, etc. 主菜：T骨牛排，蔬菜汉堡，培根意面等。 • Dessert: strawberry cake, chocolate mousse, vanilla ice cream, etc. 甜点：草莓蛋糕，巧克力慕斯，香草冰淇淋等。 • Beverage: sparkling water, sprite, yoghurt, coffee, beer, red wine, etc. 饮料：气泡水，雪碧，酸奶，咖啡，啤酒，红酒等。
Eating out
Vicky Ying
In a Restaurant 在饭店
Waiter: Are you ready to order, madam? 服务员：你准备好点餐了吗，女士？ Customer: Yes, I’m starving/very hungry. 顾客：是的，我快饿死了/很饿。 I would (I’d) like to have some local food. 我想要吃一些当地食物。 What’s special here? 这里有什么特色？ Waiter: Our special is… 我们的特色是……
饭店用英语怎么说-超市怎么说-食堂的英语说法
饭店用英语怎么说-超市怎么说-食堂的英语说法饭店用英语表示为hotel，其英式读音为[həʊˈtel]，美式读音为[hoʊˈtel]。
hotel可作名词和不及物动词，作为名词是，含义有“酒店、饭店〞;作为不及物动词时，含义为“使…在饭店下榻进行旅馆式办公〞。
饭店用英语表示为hotel，其英式读音为[həʊˈtel]，美式读音为[hoʊˈtel]。
1、作为名词时，译为酒店;旅馆;旅社;酒吧;酒馆;餐馆。
例句：We stayed at/in a hotel.我们住在旅馆里。
Going into the hotel is like stepping back in time.走进这家旅馆就像是回到了过去。
The hotel offers a high standard of comfort and service.这家旅馆提供高标准的舒适享受和优质服务。
We took a room at the hotel for two nights.我们在旅馆开了个房间，住了两夜。
One of the hotel's plus points is that it is very central.那个旅馆的优势之一是它处于市中心。
The hotel is going to be converted into a nursing home.那家旅馆将被改建成私人修养院。
We found out we were staying in the same hotel.我们发现我们住在同一家旅馆里。
The brochure should give you a good idea of the hotel.这本小册子具体介绍这家旅馆。
You will find our hotel a true home from home!本旅社将使你感到宾至如归!The hotel also offers bar, which is an ideal place for you to sit back and sip your favourite cocktails.也可以在这里是一个酒吧，这是一个完美的地方，喝一口罚款和全面小康的一天。
饭店英语2实训指导书
饭店英语（2）实训教学大纲（Hotel English 2）（供四年制旅游管理专业2012级试用）课程编号：面向专业：旅游管理实训类别：专业课实训实训时数：12考核方式：考查实训总的目的与要求：本课程是根据酒店，特别是五星级酒店对本科培养酒店人才的需求开设的英语实训类课程。
通过实训，提高学生的酒店英语实用职业技能，包括：用英语与客人交流沟通的能力，酒店英语礼仪服务得体应用的能力，酒店英语服务实际操作的能力，用英语销售酒店产品的能力，用英语处理投诉的能力，用英语解决突发事件的应变能力，以及用英语进行个性化服务和创新服务的能力。
序号实训项目名称时数必做选做每套仪器人数实训目的要求实训类型验证综合设计1Accompanyingthe Guest 2 必做 5掌握陪同游客的能力√2 IntroducingtheFacilitiesand Services2 必做 5掌握介绍一些设施设备的能力√3 OtherConciergeServices2 必做 5掌握迎宾服务的沟通技能√4Cleaning theRoom 2 必做 5打扫房间时候的沟通√5 Turn-downService andExtending aBed Service2 必做 5掌握夜间服务以及加床服务的沟通技能√6LaundryService 2 必做 5洗衣服务技能方面英语的掌握√其中：验证性实训 16.67 %，设计性实训 50 %，综合性实训 33.33 %教材及参考书目：[1]吴云.邵华.21世纪实用饭店情景英语教程.第一版.上海：学林出版社.2005[2]葛志宏.旅游英语900句.第二版.北京：中国书籍出版社. 2005[3]丁树德.卢炜.实用旅游英语口语教程. 第一版.天津：天津大学出版社2005[4]旅游局.旅游饭店英语情景会话.第一版.北京：旅游教育出版社.2005[5]张军著.饭店职业英语. 第一版.昆明：云南大学出版社.2008[6]郭兆康主编.酒店实用英语. 第一版.东北财经大学出版社2008[7]李永生酒店英语会话.第一版.北京：高等教育出版社 2005[8]姜文宏，李玉娟．饭店服务英语．第一版.北京：高等教育出版社，2006[9]吴云．21世纪实用饭店情景英语教程．第一版.上海：学林出版社，2005[10]张伟．饭店英语．第一版.天津：南开大学出版社，2005执笔人：唐金稳审核人：龚艳教学院长：刘曙霞饭店英语（2）课程实训指导书唐金稳编写目录 CONTENTS实训一 Accompanying the Guest实训二 Introducing the Facilities and Services实训三 Other Concierge Services实训四 Cleaning the Room实训五 Turn-down Service and Extending a Bed Service 实训六 Laundry Service实训一 Accompanying the Guest实训时数：2课时实训目的：1.帮助学生掌握如何与游客建立良好的关系；2.掌握陪同游客的能力。
饭店英语PPT
• Ⅱ. Hotels classification according to their rates 1. Luxury/Deluxe Hotel(豪华型/高档饭店) Includes the most elite hotels of the world. They represent the largest investment in architecture, interior design and real estate offer the ultimate in services to customers. 2. Boutique Hotel （精品饭店） Normally very small, but elegant they usually have an individualized stylish flair often expressed in a theme such as English Victorian decor.
The atmosphere is homey, with comfortable furnishings and attention paid to decorative accents. 3. Resorts and Timeshare Properties(度假村及分时度 假饭店) Located in some of the most beautiful places on earth, inspiring vacationers to relax and enjoy the environment. They cover the gamut from the serene seclusion of individual villas along a pristine beach to bustling noisy ski lodges in the mountains, from elegantly manicured championshห้องสมุดไป่ตู้p golf resorts to aging two-storey motels or very old spas a few blocks from a small lake. This is the most varied
饭店英语教材大学
饭店英语教材大学Chapter 1: Introduction to Hotel ManagementIn this first chapter of our "Hotel English Textbook for University Students", we will provide an introduction to hotel management. Understanding the fundamentals of hotel operations is crucial for students aspiring to work in the hospitality industry. Let's begin by exploring the various departments within a hotel and their functions.Section 1: Hotel Departments1. Front Office DepartmentThe front office department is often considered the "face" of a hotel. It is responsible for guest registration, check-in/check-out procedures, managing reservations, and handling guest inquiries. The department also ensures smooth communication between guests and other hotel departments.2. Housekeeping DepartmentThe housekeeping department is responsible for maintaining cleanliness and order throughout the hotel. This includes guest room preparation, laundry services, and overall cleanliness of public areas. Effective coordination with the front office department is necessary to ensure guest satisfaction.3. Food and Beverage DepartmentThe food and beverage department is responsible for managing all dining establishments within the hotel. This includes restaurants, bars, and room service operations. The department oversees menu planning, foodpreparation, and service standards. It is essential to uphold high-quality dining experiences for guests.4. Sales and Marketing DepartmentThe sales and marketing department plays a crucial role in promoting and selling the hotel's services. This includes implementing marketing strategies, managing online presence, and building relationships with travel agencies and tour operators. Effective sales and marketing efforts contribute to increasing the hotel's revenue.Section 2: Hotel TerminologyTo effectively communicate within a hotel environment, it is essential to be familiar with common hotel terminology. Here are a few commonly used terms:1. Check-in: The process of registering guests upon their arrival at the hotel.2. Check-out: The process of settling the guest's account and collecting the room key upon departure.3. Room Rate: The cost of staying in a specific room or suite for one night.4. Occupancy: The number of occupied rooms in the hotel.5. Revenue per Available Room (RevPAR): A key performance indicator that measures a hotel's total room revenue divided by the number of available rooms.6. All-Inclusive: A type of accommodation that includes meals and other amenities in the room rate.Chapter 2: Hotel OperationsBuilding on the foundation laid in the previous chapter, Chapter 2 delves deeper into the operational aspects of a hotel. Successful hotel operations require efficient coordination and management across multiple departments. Let's explore some essential topics within hotel operations.Section 1: Hotel Reservations and Guest Services1. Reservation ProcessUnderstanding the reservation process is vital, as it allows hotels to effectively manage room inventory and satisfy guest preferences. Key steps include recording guest information, selecting the desired room type, and confirming the reservation.2. Check-in and Check-out ProceduresSmooth check-in and check-out experiences are essential for guest satisfaction. This section covers important aspects such as verifying guest identities, providing room keys, and settling final bills.Section 2: Food and Beverage Management1. Menu PlanningCreating diverse and appealing menus is crucial for attracting and satisfying guests. This section explores menu design, pricing strategies, and adapting to dietary preferences and restrictions.2. Food Production and ServiceEnsuring high-quality food production and efficient service delivery are of utmost importance. Topics covered include food safety, kitchen organization, and staff training for exceptional service.Chapter 3: Effective Communication in the Hotel IndustryIn Chapter 3, we shift our focus to effective communication techniques within the hotel industry. Clear and concise communication is essential for delivering exceptional guest service and maintaining smooth operations.Section 1: Verbal Communication1. Interacting with GuestsLearn how to engage with guests professionally, address their requests, and communicate effectively when resolving conflicts or handling complaints.2. Team CommunicationEffective communication within hotel teams is crucial for smooth collaboration. This section covers techniques for conducting team meetings, delegating tasks, and fostering a positive work environment.Section 2: Written Communication1. Email EtiquetteWith email being a primary form of communication in the hospitality industry, understanding proper email etiquette is essential. Topics coveredinclude writing professional emails, responding promptly, and formatting emails effectively.2. Report WritingDeveloping strong report writing skills is crucial for various hotel departments. This section discusses the structure and content of reports, emphasizing clarity and accuracy.ConclusionOur "Hotel English Textbook for University Students" provides a comprehensive overview of hotel management, operations, and communication skills. By studying and applying the knowledge and techniques presented in this textbook, students will be well-equipped for a successful career in the hotel industry. Remember, proficiency in both English and hotel management is key to thriving in this dynamic field.Note: The word count of this article is approximately 800 words.。
饭店服务类 英语unit 2 Lesson 4
1. Housekeeping department should check the room entirely and make sure guests bring all their
belongings down to the front door when guests
make check-out.
Mrs Liu
claim
[kleim]
v.对……提出要求，索取
eg. Most of my free time is chaimed by the community work.
我的大部分时间空闲时间都花在社区工作上了。
tag [tæ g] n. 标签
deliver
valuable
[di‘livபைடு நூலகம்]
luggage of the luggage and deliver them to leftluggage office (checkroom).
行李员应该确认行李件数量并将行李运到寄存处。
客人在办理离店手续时， 客房部彻底检查房间并确保客
人没有遗留物品。
2. The front desk should show the bill to the guests and explain the sum in detail.
前台工作人员应该向客人出示账单并解释金额的细节。
3. The bellboy should confirm the quantity of the
B
1. the handbag, two suitcases 2. credit card
It is a very important job for clerks in Concierge to handle the luggage of the guests. They are required to help the guests with their luggage, deliver the luggage to the rooms or collect the luggage from the guests. Pay full attention to the following: the number of luggage, damaged or undamaged, and the luggage tags as well ( particularly for the group guests). 对礼宾部员工来说，处理行李是一件很重要的工作。他 们需要为客人拿行李，送行李到客人房间，从客人那里收 取行李。请充分注意下面几点：行李的件数，行李是否被 损坏，行李的标签（特别是团队客人）。
《饭店专业英语》Part 2 Unit 13 Personalized Service
1
Snapshot
2
Conversation
3
Focus on
4
Listening
5 Interchange activities
Snapshot
Reading Tips The Housekeeping Department can also provide personalized services based on the guests' requests or the room attendants' observation. If the guests have to go out without taking their babies, they can ask for the baby-sitting service. The professional babysitters will look after the babies carefully. There are also some other personalized services, such as buying things on request, fulfilling the guests' need s , doing maintenance, etc.
It’s 50 yuan per hour, and the minimum of three hours.
I will take a confirmation form for you to fill out later.
Conversation
Dialogue 1
Scene: The guest is meeting the floor attendant in the corridor.
饭店情景英语复习题答案
饭店情景英语复习题答案一、词汇题1. 饭店（Hotel）：A. 住宿的地方2. 预订（Reservation）：B. 预先安排3. 房间服务（Room Service）：C. 送到房间的服务4. 餐厅（Restaurant）：D. 用餐的地方5. 账单（Bill）：E. 需要支付的金额二、选择题1. 当你想预订一间房间时，你应该说：A. "I'd like to make a reservation."B. "I want to check in."C. "Can I have the menu?"答案：A2. 如果你想要额外的枕头，你应该：A. Call the front desk.B. Go to the restaurant.C. Ask for the bill.答案：A3. 在饭店用餐后，你想要结账，应该：A. Ask for the bill.B. Request room service.C. Check out.答案：A三、填空题1. 当你到达饭店时，前台工作人员可能会问你："Do you have a______?"（预订）答案：reservation2. 如果你饿了，你可以要求："I'd like to order some food from the ______."（菜单）答案：menu3. 当你准备离开饭店时，你可能需要："I need to pay my ______ before I leave."（账单）答案：bill四、翻译题1. 请将以下句子从中文翻译成英文：- 我需要一间无烟的房间。
答案：I need a non-smoking room.2. 请将以下句子从英文翻译成中文：- Could you please turn down the bed for me?答案：你能帮我铺一下床吗？五、情景对话场景：你在饭店的餐厅用餐完毕，想要结账。
饭店英语答案2
Unit TwoExercisesWord studyI.Match the word or phrase on the left with the statement on the right.1.liaison a statement of all transactions affecting the balance of asingle account 42.assign a record of a charge transaction in the hotel 103.profit margin making more reservations than there are rooms or space in ahotel 74.folio to tell a customer the price you will charge him for a serviceor product 95.forecasting the difference between the cost of producing something andthe price you sell it at 36.revenue someone who helps with communication between two ormore persons or groups 17.overbooking a reservation that assures the guest that a room will be helduntil check-out time of the day following the day of arrival 8 8.guaranteed reservation short-term planning that approximates the number of roomsavailable for sales on any future date 59.quote money that a business receives over a period of time,especially from selling goods or services 610.voucher to give a job, equipment etc. to someone for a particularpurpose 2StructuresI. Fill in the spaces in the following sentences with the appropriate word or phrase from the texts.1.Front Desk employees in a hotel have much contact with the guests.2.In general, the accommodations industry is labor-intensive; that is, it employs a large numberof people to perform its services.3.The assistant managers frequently have a desk in the lobby near the reception area, since theydeal with routine problems such as unsatisfactory room assignments or overbookings.4. A hotel that prides itself on its quality of service also maintains high standards ofperformance.5.What’s the procedure for extending my stay at the hotel?6.All club members are requested to attend the annual meeting.7.We are getting a lot of inquiries from travel company about our new services.8.When the guest arrives, the room clerk checks his reservation or the availability of rooms ifthe guest does not have a confirmed reservation.II. Cloze:receive, travel, interfere, convenience, pick, located, reception, cash, advice, operation, information, pigeonholes(存放文件的框架), appropriate, includes, transportation, sections, messages, arrangements, counter, areaFor the convenience of the guests, the Front Office is almost always located near the hotel’s main entrance. In a large hotel, it is divided into sections. One section is the reception desk, where the guests register or check in. the second section is the area where the guests pick up their keys, mail and messages. This part of the counter has a rack behind it with pigeonholes for each guest room in the hotel. The key to each room is kept in the appropriate pigeonhole. The third section is an information desk, where the guests can ask for information or make local travel arrangements. This area often includes a mail-box. The fourth section is the cashier’s desk. The cashiers not only receive payment from the guests, but also cash checks, make change, and exchange foreign currency. Some hotels also offer a transportation desk, where the guests may get advice or help with their travel plans. This service, however, is often located in another part of the lobby so that it may not interfere with the efficient operation of the Front Office.Guided Writing and TranslationI. Rewrite each following sentence in several simple sentences:1.The Front O ffice is accountable for a particular day’s occupancy. It is more important thanother hotel departments.2.They also cooperate with other departments of the hotels. They work together to create ahome away from home for all guests. They also contribute to the financial success of thehotel itself.3.There is an increase in the use of computers in both independent and chain hotels. The use ofcomputers is making the reservation process simpler for the guest and more efficient for the hotel.4.The reservation record can be recorded on paper. The record can also be recorded in acomputer file for storage and retrieval.5.There must be continuous communication between the Sales and Reservations Department.The communication is about the records of both in respect to future group business. Their records must be in agreement.6.Throughout the reservation process, information about the guest and his stay is gathered. Theinformation should be recorded if a room is available.7.The forecast is extremely important. It provides other departments with continuousinformation on anticipated occupancies. It permits the heads of these departments to plan their staff requirements and control their payroll costs.II.Translate the following into Chinese:前台不只是大堂里的某一个特定的区域，而是意味着一系列的工作职责和对客服务。
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《饭店英语2》教学大纲（Hotel English 2）（供四年制旅游管理专业2012级试用）课程编号：总学时数：48(36+12)学分数：3开课单位:商学院课程的性质与任务《饭店英语2》是旅游管理专业的专业方向课程。
本课程的目的是，使学生具备掌握英语基础知识和技能以及运用饭店英语的能力，从而达到酒店管理专业学生应具备的整体知识文化水准和相应的业务素质。
通过学习，培养学生在具有一定的公共英语听、说、读、写的基础上，掌握旅游饭店行业服务与管理的专业英语，包括旅游饭店英语的专业词汇、句型、表达方法，使学生基本具备用英语进行旅游饭店行业管理与服务的能力，为从事旅游饭店业工作的需要打下良好的基础。
执行教学大纲应该同时根据专业的具体特点、教学计划以及学生的实际情况，拟定比较详细的符合教学大纲的教学进度。
课堂教学中要充分调动学生的积极性，对一些问题应多组织讨论。
本课程是考试课程，建议考试形式：闭卷笔试。
大纲内容与要求第十一章Food & Beverage Service in Western Style 西餐服务第一节Dialogue 情景对话1.Serving an English breakfast 英式早餐服务2.Serving lunch a la carte 午餐零点服务3.Tendering at the bar 酒吧服务4.Arranging a buffet dinner 冷餐会服务第二节Listening & Speaking 听说演练1.Functional sentences 功能句2.Procedure drilling 程序演练3.Role play 角色演练第三节Practical Writing 实用写作1.A Letter of Confirmation for Banquets 宴会确认信第四节Feature Reading 特色阅读1.The Menu 菜单教学基本要求1.了解前厅的相关词汇、短语、句型及其常用表达。
2.学习相关的情景对话。
3.进行情景口语练习，熟练运用相关英语词汇、短语、句型及其常用表达。
第十二章Food & Beverage Service in Chinese Style 中餐服务第一节Dialogues 情景对话1.Recommending Chinese food and drinks 推荐中国菜与酒水2.Serving Chinese banquet 中式宴会服务3.Setting the table bill 用餐结账4.Handling a complaint 处理投诉第二节Listening & Speaking 听说演练1.Functional sentences 功能句2.Procedure drilling 程序演练3.Role play 角色演练第三节Practical Writing 实用写作1.Handling Complaints 处理投诉第四节Feature Reading 特色阅读1.Chinese Cuisines 中国菜系教学基本要求1.了解前厅的相关词汇、短语、句型及其常用表达。
2.学习相关的情景对话。
3.进行情景口语练习，熟练运用相关英语词汇、短语、句型及其常用表达。
第十三章Room Service 房内用膳第一节Dialogues 情景对话1.Doorknob menu service 挂门餐牌服务2.Taking telephone orders for breakfast 电话预订早餐服务3.Taking telephone orders for supper 电话预订晚餐服务4.Serving breakfast in the room 送餐进房服务第二节Listening & Speaking 听说演练1.Functional sentences 功能句2.Procedure drilling 程序演练3.Role play 角色演练第三节Practical Writing 实用写作1.Recommendation Food and Drinks 菜肴及饮品推荐第四节Feature Reading 特色阅读1.Room Service 房内用膳教学基本要求1.了解前厅的相关词汇、短语、句型及其常用表达。
2.学习相关的情景对话。
3.进行情景口语练习，熟练运用相关英语词汇、短语、句型及其常用表达。
第十四章Regular Service in Guest Rooms 客房常规服务第一节Dialogues 情景对话1.Cleaning the guest room 客房清洁服务2.Walk-up call service 叫醒服务3.Arranging an extra bed 加床服务4.Various service in guest rooms 客房多项服务第二节Listening & Speaking 听说演练1.Functional sentences 功能句2.Procedure drilling 程序演练3.Role play 角色演练第三节Practical Writing 实用写作1.A Thank-you Letter 感谢信第四节Feature Reading 特色阅读1.Hotel Services 饭店服务教学基本要求1.了解前厅的相关词汇、短语、句型及其常用表达。
2.学习相关的情景对话。
3.进行情景口语练习，熟练运用相关英语词汇、短语、句型及其常用表达。
第十五章Personalized Housekeeping Service 客房个性化服务第一节Dialogues 情景对话1.Turn-down service 开夜床服务2.Attending to the guest returning from sightseeing 照顾外出回房客人3.Handling computer problem 帮助解决电脑问题4.Receiving child care service 接待儿童照看服务第二节Listening & Speaking 听说演练1.Functional sentences 功能句2.Procedure drilling 程序演练3.Role play 角色演练第三节Practical Writing 实用写作1.Lost and Found 失物招领启事第四节Feature Reading 特色阅读1.Modern Technology in Hotel Rooms 客房里的现代化科技教学基本要求1.了解前厅的相关词汇、短语、句型及其常用表达。
2.学习相关的情景对话。
3.进行情景口语练习，熟练运用相关英语词汇、短语、句型及其常用表达。
第十六章Dealing with Special Circumstances in Guest Rooms 处理客房特殊情况第一节Dialogues 情景对话1.Handling theft 客房行窃处理2.Claiming paying for the damage 赔偿损失3.Taking care of the sick guest 照顾生病客人4.Returning lost properties to the guest 归还客人遗失物品第二节Listening & Speaking 听说演练1.Functional sentences 功能句2.Procedure drilling 程序演练3.Role play 角色演练第三节Practical Writing 实用写作1.Replies to Guests’letter Inquiring abut Lost Properties 回复客人查询失物的来信第四节Feature Reading 特色阅读1.Accidents 事故教学基本要求1.了解前厅的相关词汇、短语、句型及其常用表达。
2.学习相关的情景对话。
3.进行情景口语练习，熟练运用相关英语词汇、短语、句型及其常用表达。
第十七章Laundry Service 洗衣服务第一节Dialogues 情景对话1.Explaining laundry service hours 解释洗衣服务时间2.Offering express laundry service 快洗服务3.Handling laundry damages 处理洗衣赔偿4.Picking up the guest’s laundry 收取客衣服务第二节Listening & Speaking 听说演练1.Functional sentences 功能句2.Procedure drilling 程序演练3.Role play 角色演练第三节Practical Writing 实用写作1.Letter of Apology 道歉信第四节Feature Reading 特色阅读1.List for Laundry & Dry-cleaning 水洗／干洗单教学基本要求1.了解前厅的相关词汇、短语、句型及其常用表达。
2.学习相关的情景对话。
3.进行情景口语练习，熟练运用相关英语词汇、短语、句型及其常用表达。
第十八章MIE Service 会展服务第一节Dialogues 情景对话1.Registering meeting delegates 会议代表报到2.Arranging catering for a seminar 会议餐饮安排3.Moving in booths 搭建展台4.Arranging AV for the meeting group 布置会议视听设备第二节Listening & Speaking 听说演练1.Functional sentences 功能句2.Procedure drilling 程序演练3.Role play 角色演练第三节Practical Writing 实用写作1.Invitation Cards 请柬第四节Feature Reading 特色阅读1.Servicing before, during and after Events 会展前期、中期和后期服务教学基本要求1.了解前厅的相关词汇、短语、句型及其常用表达。
2.学习相关的情景对话。
3.进行情景口语练习，熟练运用相关英语词汇、短语、句型及其常用表达。
第十九章Health and Recreation Service 康乐服务第一节Dialogues 情景对话1.At the health club 在健身俱乐部2.At the karaoke 在卡拉OK厅3.At the swimming pool 在游泳池3.Golfing 打高尔夫球第二节Listening & Speaking 听说演练1.Functional sentences 功能句2.Procedure drilling 程序演练3.Role play 角色演练第三节Practical Writing 实用写作1.Notice 通知第四节Feature Reading 特色阅读1.History of Massage 按摩的由来教学基本要求1.了解前厅的相关词汇、短语、句型及其常用表达。