酒店英语课件 unit 2
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your stay here enjoyable. S: I hope so, too. J: This way, please. The Reception Desk is over there. The bellboy will send
your luggage up to your room after you have checked in. S: Fine. Thanks for the trouble. J; Not at all. We’re always at your service.
住店的客人因为不熟悉,总是要问路｡当看到宾客茫然地站在一边的时候,服务员也 应该主动上前提供帮助｡下面就是一些常用的征询和指路用语,非常简单易学哦!
Translation
大连理工大学电子音像出版社
Dialogues
Dialogue 3
Hiring a Taxi 雇请出租车 J=Jane (Receptionist) S=Stephen Nobel (Guest) J: Good morning, sir. Can I help you? S: Good morning. Can you get me a taxi? J: Where do you want to go, sir? S: I want to go to the Forbidden City. J: Single trip or round trip? S: Single trip. Could you tell the driver to make a detour to the Bank of China? I
大连理工大学电子音像出版社
Dialogues
Background Information
二､ 服务人员应对来宾的技巧 首先,作为服务人员要时刻牢记:绝不可与客人争吵(never quarrel with the
guest),与客人争吵再有理也变得没有理了｡如果实在忍不住想与客人争辩时,可通 过自我暗示控制法,在心中默念“息怒,息怒”,或强迫自己做一些与激情相反的动 作,如默数数字等,静听客人的言语,客人发怒的语言不必句句都记在心,要努力保持 微笑,保持自己语调的平和｡实在不行,可请同事帮忙接待,自己暂时回避一下｡客人 发火肯定有一定的原因,从客人角度出发,设法为客人解决出现的问题,就能得到客 人的理解,最终问题总能得到妥善解决｡
Translation
大连理工大学电子音像出版社
Dialogues
Dialogue 2
Opening the Car Door 开车门服务 J=Jane (Receptionist) S=Stephen Nobel (Guest) J: Good morning, sir. Welcome to our hotel S: Good morning. J: Be careful as you step down. S: Thank you. J: Is this all your luggage? S: No, I have another suitcase in the rear of the car. J: Let me carry this for you. S: Thanks. That’s kind of you.
作为服务人员,这个时候,一定要控制好自己的情绪｡那么,如何才能控制好自己 的情绪呢?当然要想控制好自己的情绪,根本还在于平时要努力提高自己的修养和 素质,提高自己的服务水平｡
大连理工大学电子音像出版社
Dialogues
Dialogue 1
At the Entrance 在门口 J=Jacky (Doorman) S=Stephen Nobel (Guest) J: Good afternoon, sir. Welcome to our hotel. S: Good afternoon, thanks. J: So you have got altogether three pieces of baggage? S: Er... Maybe four. Let me have a check... J: Two suitcases and one bag. Is that right? S: Yes. That’s all. Sorry, you are right. Three pieces. J: Never mind, Sir. The Reception Desk is straight ahead. After you, please. S: Thank you.
早上好,先生/女士｡ 下午好,女士们,先生们｡ 晚上好,怀特小姐｡ 您今天好吗,怀特先生? 再次见到您真高兴,先生/女士｡ 见到你真高兴,先生｡ 您是怀特夫人吗? 您一定是史密斯教授｡ 我可以知道您的名字吗?先生/女士｡
欢迎来到我们酒店,怀特小姐｡
大连理工大学电子音像出版社
Useful Drills
III Asking for Some Information in the Lobby大厅内询问一些信息
★ Excuse me, where can I buy some cigarettes?
打扰一下,我到哪儿可以买到香烟? There is a shop on the ground floor.
every extra kilometer. S: Oh, I see. Thank you. How long do I have to wait? J: The taxi will be here right away.
Translation
大连理工大学电子音像出版社
､引领客人进入大堂(lead the guest to the hall)､答复客人感谢(answer for the thanking)､接待残疾人(meeting the disable guest)､主动提供帮助(offering help)､提 供代客泊车服务(valet parking)､与客人道别(saying goodbye to the guest)等内容, 这些都是酒店能否给客户留下美好印象的关键｡
一楼有个商店｡
It sells both Chinese and foreign cigarettes.
在那儿可以买到中国香烟和外国香烟｡
★ Can I also get some souvenirs there?
也可以买到纪念品吗?
There is a counter selling all kinds of souvenirs.
(英)行李 观光 单程 迂回 英里数
大连理工大学电子音像出版社
Useful Drills
(注:★表示此话为客户所说)
I At the Entrance 在门口接待
Welcome to our hotel.
欢迎光临｡
So you have got altogether four pieces of baggage, is it right?
need to change some money there. J: Yes, I will tell him. S: By the way, how do you figure out the carfare? J: According to the kilometer, the first five kilometers is RMB15, and RMB2 for
您一共带了4件行李,是不是?
Let me have a check again. The Reception Desk is straight ahead. After you, please.
让我再看一下｡ 接待处就在前面｡ 你先请｡
大连理工大学电子音像出版社
Useful Drills
II Greeting 问候客人 Good morning, sir/Madam. Good afternoon, ladies and gentlemen. Good evening, Miss White. How are you today, Mr. White? It’s good to see you again, sir/Madam. Nice to meet you, sir. Are you Mrs. White? You must be professor Smith. May I know your name, sir/Madam? Welcome to our hotel, Miss White.
我能帮您吗? 我能为您做什么? 我可以为您拿手提包吗? 我能帮您拿箱子吗?
Would you like me to call a taxi for you?
我能替您叫一辆出租车吗?
大连理工大学电子音像出版社
Tips
1. Asking Information and Pointing the Way征询和指路
高职高专 旅游与酒店管理类课程规划教材
实用酒店英语（第二版）
Unit 2
Reception
大连理工大学电子音像出版社
Reception 接待
Aims of Studying
How to receive guests at the airport. 如何在机场迎接客人 How to offer special bell service for guests. 如何向客人提供专项应接服务 How to receive guests in front of the lobby door. 如何接待客人入住酒店
大连理工大学电子音像出版社
Contents
Dialogues Useful Drills Tips Exercises
大连理Biblioteka 大学电子音像出版社Dialogues
Background Information
一､ 基本常识 本章节所述的接待包括欢迎客人(greeting)､开/关车门(open/close the car door)
Translation
大连理工大学电子音像出版社
Dialogues
Dialogue 2
J: You are welcome. Have you ever been to China before? S: No, this is my first. I have wanted to see the beautiful country for so long. J: There are a lot of places worth sightseeing in the country. I hope you will find
Dialogues
New Words and Expressions
baggage n. rear n. the Forbidden City round trip carfare n.
(美)行李 汽车后尾(箱) 紫禁城 往返程 车费
luggage n. sightseeing n. single trip detour n. mileage n.
有个柜台出售各种各样的纪念品｡
★ Excuse me, where is the restaurant?
打扰一下,请问饭厅在哪儿?
大连理工大学电子音像出版社
Useful Drills
IV Offering Help for the Customer为客人提供帮助
Can I help you? What can I do for you? May I take your bag for you? May I help you with your suitcase?
your luggage up to your room after you have checked in. S: Fine. Thanks for the trouble. J; Not at all. We’re always at your service.
住店的客人因为不熟悉,总是要问路｡当看到宾客茫然地站在一边的时候,服务员也 应该主动上前提供帮助｡下面就是一些常用的征询和指路用语,非常简单易学哦!
Translation
大连理工大学电子音像出版社
Dialogues
Dialogue 3
Hiring a Taxi 雇请出租车 J=Jane (Receptionist) S=Stephen Nobel (Guest) J: Good morning, sir. Can I help you? S: Good morning. Can you get me a taxi? J: Where do you want to go, sir? S: I want to go to the Forbidden City. J: Single trip or round trip? S: Single trip. Could you tell the driver to make a detour to the Bank of China? I
大连理工大学电子音像出版社
Dialogues
Background Information
二､ 服务人员应对来宾的技巧 首先,作为服务人员要时刻牢记:绝不可与客人争吵(never quarrel with the
guest),与客人争吵再有理也变得没有理了｡如果实在忍不住想与客人争辩时,可通 过自我暗示控制法,在心中默念“息怒,息怒”,或强迫自己做一些与激情相反的动 作,如默数数字等,静听客人的言语,客人发怒的语言不必句句都记在心,要努力保持 微笑,保持自己语调的平和｡实在不行,可请同事帮忙接待,自己暂时回避一下｡客人 发火肯定有一定的原因,从客人角度出发,设法为客人解决出现的问题,就能得到客 人的理解,最终问题总能得到妥善解决｡
Translation
大连理工大学电子音像出版社
Dialogues
Dialogue 2
Opening the Car Door 开车门服务 J=Jane (Receptionist) S=Stephen Nobel (Guest) J: Good morning, sir. Welcome to our hotel S: Good morning. J: Be careful as you step down. S: Thank you. J: Is this all your luggage? S: No, I have another suitcase in the rear of the car. J: Let me carry this for you. S: Thanks. That’s kind of you.
作为服务人员,这个时候,一定要控制好自己的情绪｡那么,如何才能控制好自己 的情绪呢?当然要想控制好自己的情绪,根本还在于平时要努力提高自己的修养和 素质,提高自己的服务水平｡
大连理工大学电子音像出版社
Dialogues
Dialogue 1
At the Entrance 在门口 J=Jacky (Doorman) S=Stephen Nobel (Guest) J: Good afternoon, sir. Welcome to our hotel. S: Good afternoon, thanks. J: So you have got altogether three pieces of baggage? S: Er... Maybe four. Let me have a check... J: Two suitcases and one bag. Is that right? S: Yes. That’s all. Sorry, you are right. Three pieces. J: Never mind, Sir. The Reception Desk is straight ahead. After you, please. S: Thank you.
早上好,先生/女士｡ 下午好,女士们,先生们｡ 晚上好,怀特小姐｡ 您今天好吗,怀特先生? 再次见到您真高兴,先生/女士｡ 见到你真高兴,先生｡ 您是怀特夫人吗? 您一定是史密斯教授｡ 我可以知道您的名字吗?先生/女士｡
欢迎来到我们酒店,怀特小姐｡
大连理工大学电子音像出版社
Useful Drills
III Asking for Some Information in the Lobby大厅内询问一些信息
★ Excuse me, where can I buy some cigarettes?
打扰一下,我到哪儿可以买到香烟? There is a shop on the ground floor.
every extra kilometer. S: Oh, I see. Thank you. How long do I have to wait? J: The taxi will be here right away.
Translation
大连理工大学电子音像出版社
､引领客人进入大堂(lead the guest to the hall)､答复客人感谢(answer for the thanking)､接待残疾人(meeting the disable guest)､主动提供帮助(offering help)､提 供代客泊车服务(valet parking)､与客人道别(saying goodbye to the guest)等内容, 这些都是酒店能否给客户留下美好印象的关键｡
一楼有个商店｡
It sells both Chinese and foreign cigarettes.
在那儿可以买到中国香烟和外国香烟｡
★ Can I also get some souvenirs there?
也可以买到纪念品吗?
There is a counter selling all kinds of souvenirs.
(英)行李 观光 单程 迂回 英里数
大连理工大学电子音像出版社
Useful Drills
(注:★表示此话为客户所说)
I At the Entrance 在门口接待
Welcome to our hotel.
欢迎光临｡
So you have got altogether four pieces of baggage, is it right?
need to change some money there. J: Yes, I will tell him. S: By the way, how do you figure out the carfare? J: According to the kilometer, the first five kilometers is RMB15, and RMB2 for
您一共带了4件行李,是不是?
Let me have a check again. The Reception Desk is straight ahead. After you, please.
让我再看一下｡ 接待处就在前面｡ 你先请｡
大连理工大学电子音像出版社
Useful Drills
II Greeting 问候客人 Good morning, sir/Madam. Good afternoon, ladies and gentlemen. Good evening, Miss White. How are you today, Mr. White? It’s good to see you again, sir/Madam. Nice to meet you, sir. Are you Mrs. White? You must be professor Smith. May I know your name, sir/Madam? Welcome to our hotel, Miss White.
我能帮您吗? 我能为您做什么? 我可以为您拿手提包吗? 我能帮您拿箱子吗?
Would you like me to call a taxi for you?
我能替您叫一辆出租车吗?
大连理工大学电子音像出版社
Tips
1. Asking Information and Pointing the Way征询和指路
高职高专 旅游与酒店管理类课程规划教材
实用酒店英语（第二版）
Unit 2
Reception
大连理工大学电子音像出版社
Reception 接待
Aims of Studying
How to receive guests at the airport. 如何在机场迎接客人 How to offer special bell service for guests. 如何向客人提供专项应接服务 How to receive guests in front of the lobby door. 如何接待客人入住酒店
大连理工大学电子音像出版社
Contents
Dialogues Useful Drills Tips Exercises
大连理Biblioteka 大学电子音像出版社Dialogues
Background Information
一､ 基本常识 本章节所述的接待包括欢迎客人(greeting)､开/关车门(open/close the car door)
Translation
大连理工大学电子音像出版社
Dialogues
Dialogue 2
J: You are welcome. Have you ever been to China before? S: No, this is my first. I have wanted to see the beautiful country for so long. J: There are a lot of places worth sightseeing in the country. I hope you will find
Dialogues
New Words and Expressions
baggage n. rear n. the Forbidden City round trip carfare n.
(美)行李 汽车后尾(箱) 紫禁城 往返程 车费
luggage n. sightseeing n. single trip detour n. mileage n.
有个柜台出售各种各样的纪念品｡
★ Excuse me, where is the restaurant?
打扰一下,请问饭厅在哪儿?
大连理工大学电子音像出版社
Useful Drills
IV Offering Help for the Customer为客人提供帮助
Can I help you? What can I do for you? May I take your bag for you? May I help you with your suitcase?