酒店服务英语教学教材
酒店服务英语(第二版) 教学课件Project 8 Handling Complaints at F
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 the following passage and interpret it from English into Chinese.
No Water Recently (June 20th to be exact), my h停usba水nd and I spent a night at Room 1134 of the I最nte近rn（at确ion切a的l G说ue是st6H月ot2e0l.日W）e ，re我ser和ve我d丈a 夫roo在m国a际nd宾w馆er1e1n3o4t室to住ld宿of一a夜ny。pr我ob们le预ms订. 了Ho一we个ver, a房s s间oo，n并as且w没e有ar被riv告ed知a房t t间he存h在ote任l 何we问w题er。e 然inf而or，me当d我th们at到th达er酒e 店wo，ul我d b们e被no告w知a，ter由fr于om城11 p市.m施. t工o ，4 从a.m晚.上du2e3点to到cit第y 二wo天rk4. 点In将fa会ct停, t水he。w事at实er 上wa，s直no到t t第ur二ne天d 晚ba1c2k点on也u没nt有il 1恢2复p.供m水. th。e n我ex明t d白ay，. 这No不w是, I酒u店nd所er能sta控nd制t的ha;t 然th而is ，wa酒s 店no在t 2so0m日e之thi前ng就t知ha道t t问he题h的ot存el 在ha，d 证m明uc是h 他co们ntrol o将ve信r; 放ho置w在ev每er,间th客e 房ho。te我l w心as烦a意wa乱re的o是f t，he我p们ro在ble这m之w前el预l b定ef房ore间t时he，2没0th有, 被as告ev知id这en个ce问d 题by。a le我tt希er望th当ey我h预ad订pl房ac间ed时in，e能ve够ry被ro告om知.无W法ha开t I启a水m槽up或se马t w桶it冲h 水is ！th作at 为we一w名e优re 悦no会t i会nf员orm，e我d of th希is望p能rob够le被m告w知he影n 响we到r住es一erv个ed酒t店he的ro因om素，ah提ea前d 被of告tim知e这. T样h的e i问na题bil，ity我to将t不ur胜n o感n激th。e 最sin后k ，or to我f希lu望sh从th贵e 公to司ile得t i到s s关om于e此th事in件g t的ha回t 应I w。ant to be informed of when I reserve a room at a hotel! As a Priority Club member, I expect to be informed of something that affects a stay in one of your hotels so greatly, and I would appreciate being informed of such a problem ahead of time. At the very last I would like a response from your company regarding this incident.
酒店英语1教学课件Unit 8 Laundry Service
Unit 8 Laundry Service
Section A :Warming up
Are you familiar with the following clothing? Identify the following pictures,
Using the words or phrases below.
L: In such a case, the hotel should certainly pay for it. The indemnity shall not exceed ten times the laundry charge.
G: That sounds quite reasonable. I hope there’ s no damage at all. L: Don’ t worry, sir. The Laundry Department has wide experience in
to collect it. G: Yes, I have. L: Please leave it in the laundry bag behind the bathroom door. G: OK. I will. L: Please notify in the laundry list whether you need your clothes ironed, hand-
Unit 8 Laundry Service
Section C: Dialogues
Dialogue 1 Explaining How to Get Laundry Service
L=laundry attendant G=guest L: Excuse me, Mr. Bellow. Have you got any laundry? The laundryman is here
《酒店服务英语》—16 Other Services其他服务
11. I’d like to join the gym. 我想去健身房。
12. Can you give me more information, please? 你能给我更多的信息吗？
phrases may help you.
Gymnasium
swimming pool stationary bike
Treadmill
yoga t
dumbbell set
Unit 16 Fitness & Swimming 健身游泳
Section B Dialogues
Dialogue 1 • Clerk: Hello, sir. How can I help you? • Guest: I’ve heard that you have the
best gym in this city. • Clerk: Yes. We have all the latest
facilities.1 • Guest: Cool. Do you offer trainer
services along with the gym?2 • Clerk: Sure.
Unit 16 Fitness & Swimming 健身游泳
Section A Warming Up
1. Do you have any hobbies in your spare time? What are they? 2. Can you swim? 3. Have you been to a gymnasium? What can you see in a gymnasium? The following words and
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.
酒店英语说课PPT课件
创设情境， 导入主题
讲授法 提问法
背景知识介绍
展示情境， 呈现主题
融入情境， 模拟操练
案例教学法 角色扮演法
讲解服务流程 呈现服务对话 总结服务用语
案例教学法 归纳演绎法
项目教学法 任务教学法 现场演示法 小组合作法
讲解案例对话 分角色扮演对话
创设新情境，布置项目任务
拓展情境， 分组讨论，编写对话
演绎对话
2.方法手段 课堂讨论法
项目教学方法
教学方法
现场教学法
角色扮演法
小组合作法作法ຫໍສະໝຸດ .13学生英语学习基础相对较弱，口语水平低。
学生的学习主动性相对比较弱，习惯被动听讲。
学
情 分
学习方法单一，缺少科学方法指导。
析
学习方法
自主学习法
合作学习法
情景模拟法
.
14
校内环境
3 保障条件
多媒体教室、录音机、语音室、校园广 播。
餐饮实训室
.
15
校外环境
建立了多个校外实习实训基地，包括有：喜 来登大酒店、海都大酒店、良友大酒店等。
.
16
课外实践
积极参加英语角和英语竞赛，鼓励与外国人的沟通， 增加对英语国家文化知识的了解。
辩论 赛
圣诞晚会
.
17
4.1总体设计
预餐
定台
餐厅迎宾
点菜服务
结
账
上菜服务
席间服务
.
18
4.2 实施过程
.
3
客房服务
前厅服务 康乐服务
酒店 接待 部门
餐饮服务
会议会展
.
4
收入来源
“食” 举足轻重
酒店英语初级培训教材
Could you fill out the form, please?
请您填写这张表格好吗？
Could you write that down, please? 请您写下来好吗？ Could you hold the line, please? 请不要挂电话好吗？
询问客人的喜好或是做什么时，可使用Would you ~
沈达江海大酒店
日常服务英语培训
一、疑问句基本句式
在正式的英语表现里，疑问基本句型可分为下列四种：
1. May I ~
2. Could you ~ 3. Would you ~ 4. Shall I ~? 只要理解这四种基本的句型，我们就可以处理大部分业务上的 状况。
当自己要做什么事时，就使用May I ~
Thank you for staying with us.
谢谢光临。
当难以理解客人的话语时
当客人的英语难以理解时。面对客人的疑问，不要只是一味地 傻笑，或是一直说Yes, Yes.如果听不懂事，要向客人提出疑 问，或是先向对方说“Just a moment, please.”, 然后请求 他人协助。 Pardon? 对不起？ Pardon me? 对不起？
三、回答语
一般性的回答
I see, sir.
我明白了，先生。
Certainly, sir.
好的/当然，先生。
请对方再等一会儿
Just a moment, please.
请稍等。
Thank you for waiting. 您久等了，先生。 I am very sorry to have kept you waiting. 很抱歉让您久等了。 Could you wait a little longer, please? 请您稍候好吗？
酒店服务英语(第二版) 教学课件Project 4 Inquiries
21世纪高职高专规划教材·旅游与酒店管理系列
Project 4 Inquiries
Project Goals: After study this unit, you will be able to: Show the way to hotel guests Answer calls from the customers
f. 天坛
1— c 2— a 3--- e 4---f 5----b 6--- d
ENGLISH FOR HOTEL SERVICE
21世纪高职高专规划教材·旅游与酒店管理系列
Task 3 Suppose you are at the inquiry desk of the hotel. Please consider the following questions before you go into the next section.
There are several ways you can find out about the countries and places you wish to visit when you are in a hotel. If receptionists have been there, you can talk to them, they may give you detailed and vivid descriptions about the place. Most importan to fall, they can offer some valuable advice for the trip . For example , which part is more interesting than others? How can you enjoy yourself better? What should you pay more attention to? The advice is all from their own experiences.
(完整版)说课.酒店英语服务
《酒店英语服务》 《Hotel English & Service》
课程介绍
Experie经nc济in管g理E系nglish 4
1 课程定位 2 课程的建设思路
3 教学内容的组织与设计
4 考试方式 5 本课程的创新之处 6 课程建设所获得的成效
Unit 4 La饭ng店ua英ge语a服nd务Economy
一、课程定位
Exper财ie经nc与in贸g易E学ng院lish 4
（一）课程定位
课程性质
专业必修课程、核心课程
课程目标 培养和训练饭店英语会话技能和服务技能
前导课程 平行课程 后续课程
基础英语
餐饮服务与管理、前厅服务与管理、客房服 务与管理
服务礼仪
Unit 4 La饭ng店ua英ge语a服nd务Economy
语言技能训练 （1）“听”的能
力(the skill of
listening) （2）“说”的能
力(the skill of
speaking) （3）“做”的能
文化背景和西方 礼仪知识
（二）教学内容的组织
Experie经nc济in管g理E系nglish 4
《饭店英语》课程就要求学生结合真实的 工作场景，以基本句型和关键词的熟记为重点 ，强化结合相关的文化背景知识，从而加深对 涉外服务的技能水平和文化适应性，进而加强 对今后从事高档酒店服务管理工作的适用性。
表达所规定的语言功能项目。
等语言表达能力
具备综合性饭店服务的口语表
；
达能力，应变各种情况及按客 培养交流、沟通
的能力。
Unit 4 La饭ng店ua英ge语a服nd务Economy
（三）课程的设计理念 6
《酒店服务英语》—11 Food and Beverage Service餐饮服务
D. 您想要预定一张桌子吗？
Unit 11 Table Reservation 餐位预订服务
Section B Dialogues
Dialogue 1
• Mr. Green: Hello, can I make a reservation at your restaurant in advance?1
right away立刻，马上 =at once =right now =immediately
• Waitress: This is my job, Mr. Zhao. And I’ve changed it for you. At 7:30 in the
evening, we are looking forward to your coming.19
Unit 11 Table Reservation 餐位预订服务
• Mr. Green: Green. Oh, any chance of a table by the window?6 My wife loves the bird’s eye view of the city.7 As it’s our wedding anniversary, I want it to be a celebration.8
1) Do you have any places available?
A. 请安排一张四人桌。
2) A table for four, please.
B. 请问有空位吗？
3) Woul预定一张今晚的桌子。
4) I’d like to reserve a table for tonight.
Unit 11 Table Reservation 餐位预订服务
《酒店服务英语》——02 Reception Service前台服务
①（在旅馆、机场等）登记，报到 Have you checked in at the hotel yet? 你在酒店登记住宿了吗？ The friends we had invited did not check in until Saturday. 我们邀请的朋友直到星期六才到达。 ②接收并登记(归还物品) I put the books on the library desk，and the librarian checked them in. 我把书放在图书馆的柜台上，图书管理员验收了这些书。
①n. 符号，记号 ,指示牌，广告牌 make a sign 做个记号 a road/traffic sign 道路 / 交通标志
②n. 迹象；征兆；预兆 There's no sign of rain. 没有下雨的迹象。
③v. 签（名）；署（名）；签字；签署 Please sign your name on each check and show me your ID. 请在每张支票上签名，并出示您的身份证。
15. Can you sign here, please. 您可以在这里签字吗？
Unit 2 Reception Service 前台服务
• Jim: OK. • Clerk: Would you like me to call a taxi for you? • Jim: No, thanks. • Clerk: Do you need any help with your luggage?16 • Jim: No, I’m fine, thanks. • Clerk: Have a good trip.17 • Jim: Thank you. Goodbye. • Clerk: Goodbye.
《酒店服务英语》—06 Housekeeping Service客房服务
to school. 步行去学校花了我二十分钟的时间。
• Clerk: It’s my pleasure.8
5. I’m not really sure. 我不太确定。
6. You would know how long it takes to drive there from the hotel, wouldn’t you? 你知道从 酒店开车到那里要多长时间，不是吗？
A. Wake-up call service. B. Business service.
C. Bell service.
D. Reservation service.
(2) In Dialogue 1, which room is the guest in?
A. Room 2307.
B. Room 1909.
Module 2 Housekeeping Service 客房服务
• John: That means that I’ll have to be on the road by 6 o’clock.10 • Mary: That’s right. • John: In that case, I would like you to call me at 5:00. • Mary: OK, so we will wake you up at 5:00 tomorrow morning.11 • John: Thanks. • Mary: You are welcome.
mean v. 意思是；意味着 mean to do sth. 打算做某事 mean doing sth. 意味着……
10. That means that I’ll have to be on the road by 6 o’clock. 意思是说我明天早晨6点前就要出发。
《酒店服务英语》—05 Telephone Service话务服务
主讲人：灵犀地
Unit 5 Telephone Service 话务服务
Section A Warming Up
1. If you are a guest, and you want to leave a message to a friend in another room, what should you say to an operator? 2. If you are an operator, and a guest wants to call abroad from his/her room, what should you say to the guest?
3. What about outside calls? 打外线电话呢？ I want to make an international call. 我想打一通国际电话。
Unit 5 Telephone Service 话务服务
Dialogue 2 Operator: Lemon Tree Hotel, operator speaking. May I help you?
Exercises
1. Read the dialogues and decide whether the following statements are true (T) or false (F). ( T ) (1) In Dialogue 1, the guest wants to call his friend. ( F ) (2) In Dialogue 1, the guest’s friend lives in Room 588. ( F ) (3) In Dialogue 1, the operator doesn’t tell the guest how to call outside Henan. ( F ) (4) In Dialogue 1, for calls inside Henan, you should dial zero and then the area code and the number. ( F ) (5) In Dialogue 2, the guest can’t leave a message to her husband. ( F ) (6) In Dialogue 2, Amy lives in Room 202. ( T ) (7) In Dialogue 2, the guest wants her husband to call back when he comes back. ( F ) (8) In Dialogue 2, the guest doesn’t tell the operator her telephone number. ( F ) (9) In Dialogue 3, Kate is Mr. Smith’s wife. ( T ) (10) In Dialogue 3, Mr. Smith wants her wife to call back at 9:30 this evening.
《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》—04 Business Service商务服务
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？
6. We’ll arrange the meeting room for you. 我们会为您安排会议室。 We have such conference rooms as you say. 我们有您说的那样的会 议室。
The meeting time is from 8:00 a.m.
12. I want to have this document typed, please. 我想把这份文件打出来。13. How much does it cost for one page? 一页多少钱？14. Which do you prefer? 您更喜欢哪一种？
《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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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。
Hotel staff: Can I take a credit card for the deposit? 我能用您的信用卡划账押金吗？Guest: Yes, sure. Also, I’d like a non-smoking room please. 当然可以。
另外，请给我一间无烟房间。
Hotel staff: Certainly madam. Here’s your key. Your room is on the 7th floor and on the left. Room 781. Check out is at 12 noon. 当然可以，女士。
这是您的房间钥匙。
您的房间在7层左侧，房间号码781。
退房需要在中午12点之前。
酒店、饭店常用英语口语前厅：1、Have you a reservation?您预定过了吗？2、May I know your name and room number?您能告诉我您的名字与房间号吗？3、Here is your room key．给您房间钥匙。
4、Please pay at the cashier's desk over there．请去那边帐台付款。
5、Are these your baggage?这些是您的行李吗？May I take them for you?我来帮您拿好吗？客房部6、Housekeeping．May I come in?客房服务员，我可以进来吗？7、Leave your laundry in the laundry in the laundry bag behind the bathroom door．请把要洗的东西放在浴室门后的洗衣袋中。
8、I hope I'm not disturbing you．我希望没有打扰您。
9、One moment ，madam．I'll bring them to you right away ．等一会儿，夫人。
我马上送来。
10、I’ll send for an electrician（doctor．．．）我给您请电工（大夫……）。
餐饮部：11、Sit down，please ．Here is the menu．请坐，给您菜单，先生。
May I take your order，sir?您要点菜吗？12、What would you like to have，coffee or tea?您要喝咖啡还是茶？13、Would you like to have any wine with you dinner?您用餐时要喝点酒吗？14、Service hours are：（餐厅）供应时间是：7：00a．m．to 9：00a．m．for breakfast．早餐7点到9点。
11：30a．m．to1：30p．m．for lunch．午餐11点半到1点半。
6：30p．m．to 8：30p．m．for dinner．晚餐6点半到8点半。
15、Here is the bill．Please sign it．这是您的帐单，请签字。
欢迎和问候语：1、Good morning（afternoon，evening），sir（madam）早上（下午、晚上）好，先生（夫人）。
2、How do you do?您好！（初次见面）Glad to meet you ．很高兴见到您。
3、How are you?您好吗？Fine，Thanks．And you ?很好，谢谢。
您好吗？4、Welcome to our hotel （restaurant ，shop）．欢迎到我们宾馆（餐厅、商店）来。
5、Wish you a most pleasant stay in our hotel ．愿您在我们宾馆过得愉快。
6、I hope you will enjoy your stay with us．希望您在我们宾馆过得愉快。
（客人刚入店时）I hope you are enjoying your stay with us．希望您在我们宾馆过得愉快。
（客人在饭店逗留期间）I hope you have enjoyed your stay with us．希望您在我们宾馆过得愉快。
（客人离店时）7、Have a good time！祝您过得愉快！电话用语：8、**hotel ，front desk．Can I help you?**饭店，前厅。
您找谁？9、Sorry，I've dialed the wrong number．对不起，我拨错号了。
10、May I speak to your general manager? 能和你们总经理说话吗？Speaking．我就是。
11、Sorry，he is not in at the moment．对不起，他现在不在。
Would you like to leave a message?您要留口信吗？12、Pardon．对不起，请再说一遍，好吗？I beg your pardon．对不起，请再说一遍，好吗？祝贺语：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！假日快乐！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、You 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。