酒店英语PPT Unit 7

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旅游与酒店专业实用英语课件 PPT Unit 7 food and berverage service (II)

(F). Then correct the false ones. 1. Tourists could choose any restaurant they like without asking the guide.
F Tourists should ask the guide for some suggestions.
5
Role-plays
6
Exercises
7
Reading Comprehension
8
LLisitsetennininggSSБайду номын сангаасcrirpipt t
Learning Objectives
After learning this unit, you should be able to: introduce Chinese food culture change dishes for guests recommend dishes and beverages arrange group dining
eating better.
Warming-up
Task 2 Decide whether the following statements are true (T)or false
(F). Then correct the false ones.
3. The tourists can ask the guide to change dishes at any time if they are not satisfied with the food, and the travel agency will bear the expense.
Task 1 Tell the flavors of the food in the following pictures.

文秘英语教学课件：Unit Seven Reservation

Secretary English
1. What preparation work does a secretary have to do in order to take care of the detailed matters when their bosses and guests are on a business trip?
Secretary English
confirmation [,kɒnfə'meɪʃən] n. 确认 efficiency [ɪ'fɪʃənsɪ] n. 效率 headquarters ['hed,kwɔːtəz] n. 总部 on a business trip 出差 in advance 提前 in detail 详细地 owing to 因为，由于 as follows如下
A. To make a schedule about their activities. B. To book the plane tickets. C. To reserve the conference rooms etc. D. All of the above.
Secretary English
In this unit, you will learn how to : 1. reserve a hotel room 2. book an air ticket 3. make a reservation at a restaurant 4. confirm, change, or cancel a reservation 5. introduce different types of Chinese food
必需的 schedule ['skedʒjʊl] n. 时间表，进度表 conference ['kɒnfərəns] n. (正式的) 会议 chaos ['keɪɒs] n. 混乱

UNIT 7

Unit 7 Housekeeping ManagementThe housekeeping department is one of the busiest departments in a hotel. It plays a very important role in keeping guest rooms looking clean and attractive. It is clear that without clean rooms for its guests, a hotel would have to close.Part OneReadingRead the passage and answer the following questions.1. Is housekeeping department an important unit in a hotel? State your reasons.2. What are the main functions of the housekeeping department as for as you know?3. What unit does the housekeeping department consist of?4. What must be done to guarantee the hygiene standard in a hotel?5. How many modes are there in the organization of staff in housekeeping department? What are they?Housekeeping Management1. The housekeeping department is the backbone of a hotel. In a sense, a clean and attractive guest room is one of the products that the hotel sells.2. The housekeeping department consists of the following units:1. guestroom center, which is responsible for providing articles used in guestrooms ,keeping keys for individual floor and contacting with other department;2. room unit, which provides indoor service, including cleaning all the guestroom and changing articles for guestrooms, and ensuring the safety of all guestrooms on individual duties;3. housekeeping unit, which is mainly charged with the public areas, such as front office, toilet, public area on each floor; cleaning and maintenance of facilities are also their duties;4. laundry unit, which takes care of the laundry of all the sheets and guest’s clothes;3. A basic housekeeping employee should be trained of the following skills: bed making, vacuuming dusting, window and mirror cleaning, setup awareness, bathroom cleaning, daily routine caring for and using equipment and industrial safety.4. Hygiene is the first important job in housekeeping department. All the cleaning should be carried out strictly in line with cleaning procedures and requirements taught during training. Examination is a must to guarantee hygiene standard. Examination is conducted on several levels, the self-examination by room attendants themselves, overall examination by foreman and selective examination by managerial personnel. Besides, guests’views and feedbacks should be valued. A feedback from or book should be placed in the guestrooms with guests’easy reach to collect comments and views from guests concerning hygiene and service quality.5. Another important job in housekeeping department is daily reception. It centers on guest’s checking-in, staying and checking-out. To provide satisfactory service, management in housekeeping department shall design the rules and procedures in receiving guests, including the design of facilities in guestrooms and of service. A close and detailed study and appraisal is always required to understand guests’ requirement for room facilities and service.6. There are two modes in the organization of staff in housekeeping department. One is guestroom center; the other is floor service. The former is marked by high efficiency and unified controlling which could contribute to lower cost while the latter can ensure safety better but demands more clerks. Hotels have to decide on their own mode before they calculate workload, including fixed and flexible load. Fixed workload refers to daily routine performance necessary to guarantee the service standards. The flexible workload differs with the variation of other factors, mainly occupancy rate, different resource of guests and seasons. It is a normal practice that flexible workload is estimated on the basis of yearly average occupancy rate. In deciding individual clerk’s workload, quality of individuals, working environment, specifications and labor tools should be taken into consideration. Words and expressionsBackbone n. 中枢，骨干individual adj.单独的，个人的contact v.联系vacuum v.用吸尘器打扫房间must n.必须做的事，必需的东西guarantee v.保证hygiene n.卫生foreman n.领班，工头selective adj.选择的，选择性的comment n.评论，评价mode n.模式unified adj.统一的Contribute v. 贡献，有利于workload n.工作量Flexible adj. 灵活性，可变性in a sense 在某种意义上be charged with 承担；被控告care for 照顾，关怀in line with 符合，根据with sb’s easy reach 容易被人看到/拿到center on 集中于，以为中心Notes1. All the cleaning should be carried out strictly in line with cleaning procedures and requirements taught during training. 所有的卫生都应严格按照培训期间所教的清洁程序和要求来进行。

酒店实用英语教程-unit7B_Front_Office_Management

纽约的米尔福德广场酒店在大厅安装了办理离店手续的装置，就像银行所使用的自动柜员机。
4) If the hotel does not have a computerized property management system (PMS),the night auditor’s job can be tough, since it involves a lot of detail.
Unit 7 Front Office Management
I. Answer the following questions based on the text
1. How important is the front office in the hotel?
It is not only the hotel’s “shop window”
在凯悦酒店，客人在到达酒店之前就能办理入住手续。
3) The Milford Plaza Hotel in New York City has installed check-out stations in their lobby that are similar to the cash-dispensing automatic teller machines that banks use.
d.provides details for a front office employee
2. A job analysis is useful in that _____.
a. it prepares the job description b
b. it allows the person preparing the job description to determine certain daily procedures.

Chapter 7 The Business Center 酒店英语PPT课件

to reach Shenyang by plane mail. How long will it take for the mail to reach Shenyang? B: It usually takes three or four days. Do you want it to get there earlier?
out. So this is likely to be a tough job.
Dialogue 2
Typing, photocopying
( B = Business Clerk S= Mr. Smith )
S: I was so pressed for time. B: We will do it in turn. It will be finished in three or four hours. S: That’s fine. How much do you charge for this special service? B: We charge 50% extra, sir. S: OK. And I also need to have these printed photocopied. B: No problem. How many copies do you want, sir? S: Four copies, please. B: Would you like me to staple them, sir? S: Yes, please. How much should I pay altogether? B: That’ll be 320 RMB, sir. S: Here you are.
Dialogue 1
Express
(B = Business Clerk S= Mr. Smith ) S: Yes, it is urgent. B: No worry, sir. We can mail it by express. S: How much is it for express service? B: The bill is 26 yuan RMB, plus surcharge on the basis of the value of the

酒店实用英语教程-unit7A_check-out

Unit 7 Check-out
Contents: I. Task preparing II. Task presenting III. Task completing Ⅳ. Assignment
I. Task Preparing
• When checking out at the end of his stay, the guest should settle his bill. As most hotel bills are computerized today, the procedure should be accomplished very quickly and smoothly. The guest usually has paid a reservation deposit. If he has, the cashier should take the amount of his deposit out of the bill. If the guest settles his account in traveler's check, make sure that he countersigns the check in front of you. You should remind the guest to return his room key to the reception before he leaves the hotel.
3) The introduction of cashier
Cashiers : members of the Controlling Department staff.
Their location : the Front Office Their relationship : in direct contact with many

seven酒店英语第二版ppt

中外文化差异简介分享
2.楼层差异 first floor (英)二楼，(美)一楼服务员差别： waiter boxer
打折：3折中国英美日韩
中外文化差异简介分享
服务员差别： waiter
boxer
打折：3折中国英美日韩
中外文化差异简介分享
3.肢体语言手势的差别 1.2.3.4.5.6.7.8 大拇指的作用三字经
国籍
Could you ...
麻烦客人时，可使用Could you ...

Could you fill out the form, please? Could you write that down, please? Could you draft the fax, please? Could you hold the line, please?
• 基本句型
May I ...? Could you ...? Would you ... ? Shall I ... ?
• 招呼语 • 回答
May I ...
自己要做什么事时，使用May I ...
May I have your name, please? May I see your passport, please? May I know your nationality, please?
Position职位
General Manager/GM 总经理 Resident General Manager/RGM 驻店总经理 Director 总监 Executive Chef 行政总厨 Manager 经理 Assistant Manager/AM 大堂副理 Supervisor 主管 Captain 领班/ 督导 Senior Staff 资深员工 Staff 员工 Secretary 秘书

酒店英语unit 7 other services

Translation
Dialogues
J: Oh, here it is. Dr. Mike Smith. May I call to tell him you are here to see him? S: Yes, please. ... J: I’m sorry, sir. Nobody answers the phone. He must have been out. S: Can I leave him a message? J: Certainly, sir. S: Could you please tell him that Stephen Nobel invites him to dinner tomorrow evening at Tiantian Hotel and will meet him at 6:30 at the gate? J: OK, Mr. Nobel. I’ll tell him as soon as I contact him.
• Refer to P84
(2)Useful skills
• Refer to p87-88
eful sentences
IV 留言 Would you like to leave a message? May I take a message for you? What if someone calls to speak to you?
Task A
Task B
Tom Miles wants to speak to Mrs Chen in Beijing hotel. But Mrs Chen happens to be out. So the operator asks Mr Miles if he wants to leave a message for her. Mr Miles says that they will hold a conference in Xiyuan Tower the next Tuesday and Mrs Chen is expected to attend it. So he wants Mrs Chen to call him back at 6632-4564.

酒店英语Unit-7-chamber-servicesppt课件

在进客房前，轻敲三下门，然后通报：“客房部服务员，我可以进去吗？”
■ Entering the room, greet the guest in a
warm and natural voice:“ Good morning. May I clean the room now?”
进入客房后，热情而自然地问候客人：“上午好。我现在可以打扫房间吗？”
■ If the guest doesn’t want the room to be
cleaned now, ask what time is convenient and come back to the room for cleaning at the convenient time.
如果客人不想马上打扫房间，要询问何时方便，然后在客人认为方便的时候打扫。
■ Ask the guest whether you can come into the room. 询问客人是否允许进房间。
■ Greet the guest. 问候客人。 ■ Ask the guest whether he wants turn-down service now.
询问客人是否现在需要做夜床服务。
被子备用毯床罩窗帘咖啡桌台灯线包擦鞋布垃圾桶面巾洗发水梳子
bathroom bath towel toothbrush hair dryer toilet paper wash basin toilet cover
■ Turn down the bed. 做夜床。
■ Drop the curtain. 放下窗帘。
■ Clean the bathroom and bring in the fresh towels. 清洁浴室，放上干净的毛巾。

外研社新时代职业英语酒店英语 Unit 7 教学课件

听力原文
3
Scene 3 Recommending different wines
Task 1 Listen to the dialog and reorder the steps of serving wines.
3 4 1 7 6 5 2
听力原文
酒水在西餐中占有举足轻重的地位，一些高档的西餐厅会聘请酒水服务员（wine steward）或侍酒师（sommelier）帮助客人搭配适合的酒水，以提高客人的用餐满意度。
4
7 Would you like a liqueur to complete your meal? 最后您想来点利口酒吗？ 8 Changyu Dry Red Wine is rather mild for ladies. Would you like to try some? 张裕干红很清淡，适合女性。您想尝一下吗？ 9 How is the temperature/bouquet/taste/color of the wine? 这款酒的温度/香味/味道/颜色如何？ 10 Would you like Scotch on the rocks or straight up? 您要苏格兰威士忌加冰块还是不加冰块？ 11 We have Tsingtao Draft Beer. Do you prefer bottled or canned? 我们有青岛生啤。请问您想要瓶装的还是罐装的？ 12 Please make sure the wine is well chilled. 请确保酒是冰镇的。
Below is a picture of the table setting in a Western restaurant. Identify the items in the picture with the help of the words and expressions on the right.

《酒店英语》课件

提供客房服务和解决问题
学习如何提供满意的客房服务和解决客人遇到的问题，让客人感到宾至如归。
客房清洁
及时清洁客房，更换床单、毛巾等，并保持整洁有序。
解决问题
灵活应对客人的需求和问题，积极解决并提供满意的解决方案。
个性化服务
根据客人需求提供个性化的服务，比如额外的床垫、升级客房等。
酒店设施和设备介绍
1 问候客人
使用友好的语言和表情向客人问候并提供帮助。
2 解答问题
倾听客人问题并提供准确的解答和指导。
3 处理投诉
冷静并专业地处理客人的投诉，解决问题并恢复客人对酒店的满意度。
总结和复习
本课程回顾了酒店英语的重要性，常用词汇与短语，房间预订和办理入住手续，提供客房服务和解决问题，酒店设施和设备介绍，与客人交流等内容。请务必复习并运用所学知识提升您的酒店英语能力。
常用酒店英语词汇与短语
学习一些常用的酒店英语词汇和短语，可以帮助您在工作中更流畅地与客人进行沟通。
Reception Desk
前台接待处，是客人办理入住和退房手续的地方。
Housekeeping
客房服务部，负责清洁客房和提供客房服务。
Room Service
客房服务，提供在客房内就餐和其他服务。
Concierge
《酒店英语》PPT课件
欢迎来到《酒店英语》PPT课件！通过本课程，您将学习到酒店英语的重要性，常用词汇与短语，预定房间和办理入住手续，提供客房服务和解决问题，酒店设施和设备介绍，与客人交流等场景，并进行总结和复习。
酒店英语的重要性
学习酒店英语能够帮助您与全球来宾更好地沟通和交流，提升工作效率，增强职业竞争力。
跨文化交流

(汽车实用英语课件)Unit7Motel

ading for motels
Motel Introduction Article
Motel Introduction Article
This article provides an overview of motels, including their history, types, and services. It also covers the role of motels in today's society and their future development trends.
An article on the development history of motels
Development History of Motels
This article traces the origin and evolution of motels, from their humble beginnings in the 1920s to the present day. It highlights significant events and innovations that have shaped the industry over time.
Room service dialogue
01
Ordering room service
02
Hello, I would like to order some room service. Could you
please recommend some local dishes?
Sure, we have a variety of options. Would you like to try

酒店英语1教学课件Unit7 Complints Settlement

G: When I complained to the room service waiter, he didn’t seem to be listening to me. He was just staring at me.
III. Suppose you are a front office supervisor, a guest in your hotel complains to you about the damage done to her dress. Her dress shrank in the washing. How will you deal with the complaint? Discuss with your partners.
but it was finally served at 8:00 p.m. M: I’m terribly sorry to hear that.
This is quite unusual. I’ll look into the matter at once. G: What’s more, I ordered my beefsteak to be prepared well done, but this one
R: I’m terribly sorry to hear that. I’ll send a room attendant to clean your room right
now. She’ll bring clean towels for you. We do apologize for the inconvenience.
Suggested answers: First ,listen to the guests carefully and patiently, and ask

酒店英语unit7 Hotel Complaints

turn a complaining guest into someone who sings the hotels
praises to their friends.
bbacakck
nenexxtt
Text A Words and Expressions
prepared: a. 1) willing to do sth.
2) v. make a remark, give an opinion
She commented on what he said. 她对他说的话评论了几句。 Don’t comment easily until you get the whole truth. 了解了所有的事实真相再作评论。
Text A Words and Expressions
comment:1) n. written or spoken remark giving an opinion on
The teacher made no comment on what the students explained. 老师对学生的解释没有作任何评论。 The newly-elected minister was asked to give his comment on this event. 有人问新当选的部长对此事件有何评论。
Para.3 2. Ask your guests in what way you can fix the problems, unless of course there is an obvious solution such as repairing a broken item in the room. Take notes and confirm the actions you will take when the conversation is over.

高职酒店英语unit7客户投诉

New Words
• complaint [kəmˈpleɪnt] • n.抱怨，控诉；委屈，怨言；平平的来由；痛苦根源 • People have been reluctant to make formal complaints to the
police... • 人们不愿向警方作出正式投诉
•
• 5) 如果超出自己的权限,应立即请主管出面解决｡Sorry, can you wait a moment
• please, and I will get the manager. (抱歉,能否稍等,我请ringing the matter to our attention. (感谢您提醒我们注意
• He must have done his homework • 他准完成了他的作业
• Now, I hadn't told him these details, so he must have done some research on his own.
• 你看，我没有告诉他这些细节，因此他一定是自己作了一些调查
• C: waiter! • W: how can I help you, miss? • C: I ordered a bottle of wine 10 minutes ago, but it hasn’t been sent
to me up till now. • W: I’m sorry, miss. I’ll bring it to you right away. So many people
• deal with[di:l wið] 惠顾；与…交易；应付；对待
take action [teik ˈæ kʃən] 采取行动，行动起来；