酒店英语课件 unit 2
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酒店英语2 课件 Unit 2 Chinese Food
Unit 2 Chinese Food
Section A :Warming up
I. Below are the English expressions of some Chinese foods. Can you match them with the corresponding pictures?
Tang Yuan
Unit 2 Chinese Food
III. Discussion:
Besides the Chinese foods mentioned above, can you list some other typical Chinese dishes? What’s your favorite one?
Unit 2 Chinese Food
Section B : Listening Task 2 Fill in
Mrs. Black, together with her friends, comes to a Chinese restaurant. They haven’t made a reservation. Listen to the dialogue twice and finish the chart with the information you have heard.
简单地说鲁菜味重辣清朝时一些鲁菜被用作皇家用菜鲁菜受孔府菜的影响较大根据烹饪方法不同可分为济南菜和胶东菜前者以清汤和奶汤著名后者重在海鲜的烹制
Hotel English 2
Unit 2 Chinese Food
Objectives:
After finishing this unit, you will be able to:
Task 1 Script Dialogue 1 R: What soup would you like? G: I’d like seafood and vegetable soup. Dialogue 2 R: Would you like something to drink? G: We’d like some black tea. . Dialogue 3 G: What are your specialties？ R: Fish and shellfish are our specialties Dialogue 4 G: Could you give us some recommendation on the menu? R: Beijing Roast Duck is very famous. Its skin is really crispy. Dialogue 5 R: We have boiled dumplings with different fillings. What filling do you prefer? G: I prefer boiled dumplings with pork and vegetable.
酒店英语chapter2unit2Room cleaning
冲洗 夜床服务 毛巾 领班 失物招领本 描述
drinking water overnight staff classic Chinese tea draw the curtains boiled water immediately record article waitress
• 1. I’m sorry to disturb you. Could I do your room?
我可以吸尘么？ 4.May I tidy up your desk?
我帮您整理一下书桌，好么？
新词学习
make up 整理 special request 特殊要求 vacate 搬出 Front Office 前台 half an hour 半小时 oblige 效劳 appreciate 感激
Exercises
• 1. do the check-out room. • 2. Could you clean my room before 9:00? • 3. What else do you need? • 4. I’ll bring you some immediately.
• 水瓶 • 整理 • 物品
• 2. Do you need boiled water and fresh towels? • 3. Sorry, I’m waiting for a few friends. Could
you come back later? • 4. Could you help me tidy up the bathroom? • 5. I’m always at your service.
Unit2 Room Cleaning
清理房间
பைடு நூலகம்典句型
酒店英语Chapter2
dalesaolsexw1p.iethctaendytpoahpaenrdwloerckl,iewnhtipchaycmlieennttss
may have to fill in many cases.
out.
Receptionists
are
Content
Dialogues Sentences for Imitation: Knowledge Tips Practical Training
Dialogue 1
ResG= Guest )
B: Good evening, sir. Welcome to Shangri-la Grand Hotel. May I help you? G: Thank you. B: How many pieces of luggage do you have? G: Just this two. B: Two red bags. Is that all right? G: Yes. B: I’ll show you to the Front Desk. This way, please. G: Okay. Thank you. R: Good evening, sir. Welcome to Shangri-la Grand Hotel. May I help you? G: Yes. I’d like to have a room in your hotel. R: Do you have a reservation, sir? G: I’m afraid not. I’m just a walk-in. R: Okay. What kind of room would you like to have? G: A standard room with one big bed for three nights. R: How many of you? G: Only myself. R: Just a moment, please. Let me check the list. May I have your name, please?
新职业英语1酒店英语--Unit 2[优质ppt]
![新职业英语1酒店英语--Unit 2[优质ppt]](https://img.taocdn.com/s3/m/ae91234410a6f524ccbf85dd.png)
2. Do you know how the receptionist checks in walk-in guests?
酒店英语
Unit 2 Checking In
１
Reading
1. What duties does a receptionist perform?
Suggested Answers
unitunit22checkingbacknexthomehomehomehomehomehomehomehome登记入住除了为客人办理入住登记手续接待员还需要承担一些其他工作例如回答客人提出的问题帮助客人解决他们遇到的困难接听客人打来的电话为客人记录留言处理不满意的客人的投诉等
酒新店英职语 业英语
The receptionist should check in guests with or without reservations, answer any questions from the guests, help guests with any problems, answer telephones, take messages, and handle complaints.
and key card which were prepared while the guest was completing the
registration form. The room card has the effect of being the identity
card for the guest during his/her stay. Finally, the receptionist should
１
Task 1 Match the steps of checking in with their
酒店英语
Unit 2 Checking In
１
Reading
1. What duties does a receptionist perform?
Suggested Answers
unitunit22checkingbacknexthomehomehomehomehomehomehomehome登记入住除了为客人办理入住登记手续接待员还需要承担一些其他工作例如回答客人提出的问题帮助客人解决他们遇到的困难接听客人打来的电话为客人记录留言处理不满意的客人的投诉等
酒新店英职语 业英语
The receptionist should check in guests with or without reservations, answer any questions from the guests, help guests with any problems, answer telephones, take messages, and handle complaints.
and key card which were prepared while the guest was completing the
registration form. The room card has the effect of being the identity
card for the guest during his/her stay. Finally, the receptionist should
１
Task 1 Match the steps of checking in with their
酒店英语unit2 Check In
back back
next next
酒店英语
Part One : Text A
Para.5 3. Suggest a Room Upgrade or Chinese Offer to Accept a Downgrade If the hotel has pre-assigned a specific room to you that is not available when you arrive, it's possible that other rooms are clean and vacant. Take a chance, as a honeymoon couple, and nicely suggest that the hotel might want to upgrade you (without charge) to a more-expensive room. Or if you're about to fall asleep on your feet, tell the reservations clerk you are willing to accept a room-level downgrade.
back back
next next
酒店英语
Part One : Text A
Chinese
Para.8 6. Exchange Currency and Buy Stamps If you haven't gotten the local currency at your port of entry, need more, or hope to find a better rate, head for a local bank. On your way, stop at a post office and buy some distinctive stamps to use for sending messages home.
《酒店实用英语》Unit 2
Role Play
Situation A: Imagine that you will go on business to New York next Monday and you need to send an E-mail to book a single room in advance in the hotel. Please write the E-mail and your partner as a hotel reservationist will reply to you. Situation B: Anna is a tourist guide. Tomorrow she will receive a touring party from Canada and she needs to make a group reservation for the travellers. Make a dialogue to make the reservation. Situation C: John has booked a room in Mega Hotel in advance, but now he needs to cancel the reservation. Therefore, he plans to make a telephone call to the hotel. Make a dialogue between John and the receptionist.
Key words and sentences in Dialogue B
Vocabulary
deluxe adj. 豪华的,高级的 later adv. 后来,随后 detail n. 细节,详情 remain vi. 保持
酒店英语Unit 2 Check-in
Revision
Translate the Chinese into English.
• • • • • • •
空房/可售房 保证金/押金 登记 入住 签名 支付，付款 给某人安排某事
• • • • • • •
available rooms deposit registration check-in signature payment arrange sth for sb
Pair work
• A walk-in guest wants to stay in the City Wall Hotel. But the hotel is fully booked. • Some useful expressions: • I’m afraid/sorry …. • Would you like to try …. • I would suggest … • We can recommend you another hotel if you like. • ……
• 您做过预订吗？
Have you made any reservation?
• 请稍等。
Wait a moment, please.
• 请出示您的护照。
Please show me your passport.
• 请您填写一下这个表格。
Please fill in this registration form.
Fill in the blanks
credit _____? card • 1. Could I pay by _____ • 2. May I know your departure ________ time? filling ____ in • 3. Would you mind _____ this registration form? • 4. Could you arrange a king-size bed room _____ with _____ bath ____ for us? • 5. I want to stay here from ____ the April to 17th. 15th ____
Unit 2 Hotel Serviceppt课件
9
Listening and Speaking
5 Listen and complete the dialogue.
A. May I have your name and room number?
B. How many tickets do you need?
C. Which flight would you like?
4
Extended Activities
5
Culture Corner
6
My Progress Check
3
Warming up
1 Listen and match.
4
Warming up
2 Listen and choose.
1. The guest falls over because ____.
—Would you like a room with _tw_i_n_b_e_d_s_ or a double bed? 3. May I _h_a_v_e_a__lo_o_k__a_t your ID card? 4. Please _fil_l _in_ this form and then give it to me.
12
Reading and Writing
2 Read the dialogue with these questions in mind.
1. What’s the matter with the whole building? 2. What does the receptionist ask Mr Pan to do?
Clerk: You’re wpelalcnoemeti.cPkeletaysoeuchbeocokkteodm. ake sure 为客Mr人tPh预iasn订is: t机hTe票htaic/nkke火tyy车oouu票vwe时arny，temd一.uc定h!要记 录客Mr人Pa的n:C具Ole体Kr.k要L:e求tYm，oeu如’sree：ew. U航eAlc班o80m号2e/t.o车PBloe次sat、sone,目cahneck to 的并地请C、客le日人rk:期核eTIt、实chtoaen舱k。reoesm别最itmwoyis/后-fafac. 铺nlaTk，atthese别9es要ds:3ds.u、记0earate数ae录tm.toh量B.客fiusf（lti人giwshqh的ttuehiasr姓ene1ttii名5istcyStk）和heeept，tdyeaomtueb?er. 房间Mr号Pa，Mn:r也OP可ha,n以t:ha请t…’s客fin人e.留Th下an电k 话yo号u s码o m，u以ch方. 便联C系le。rk: My pleasure.
《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.
新职业英语1酒店英语--Unit-2 PPT
Yes, I’ve got a reservation.
Good afternoon sir, can I help you?
Mr. Watanabe
Your name please, sir?
Thank you very much.
That’s room
number 214 it’s on the second
Unit 2 Checking In
Warming-up
Task 3 The following statements describe the job
procedure of a receptionist. Discuss with your partner and put them in the correct order.
Reception Desk
Cashier’s
Concierge
Unit 2 Checking In
Warming-up
Task 2 Write each of the words or expressions
under its corresponding picture.
Suggested Answers
A—Front Desk B—room card C—breakfast coupon D—receipt E—ID card F—receptionist
floor.
Could I have an early morning call tomorow
please?
Certainly sir, what
time?
6:30 if that’s possible and could I have breakfast in
酒店英语module2unit2
• 7. complimentary （免费房）
• 8. skipper （逃账房）
• 9. late check-out （延迟退房）
• Definitions:
• A The guest does not have to pay for the room.
• B The room is registered to a current guest.
• Does Miss White have a reservation?
No, she doesn’t.
• Is there any vacant room?
Yes, there is. But she has to wait.
• How is she going to pay for the room?
• Hope you will enjoy your stay at our hotel. • 祝您在我们宾馆过的愉快。
Hotel English
Let’s study dialogues:
• Dialogue 1:
• What is Mr. White doing at the front desk? He is checking in.
• C The room is reported as occupied, but the room was not used and the guest is not present.
• D The guest has requested not to be disturbed.
• E The guest has requested and been given an extension of the regular check-out time.
外研社新时代职业英语酒店英语 Unit 2 教学课件
(3) How long would you like to extend your stay, Ms. Jones?
对于女性客人，在不知
(4) Would you mind changing to another道ro其o姓m氏on时t，h可e 以称呼
eighth floor?
madam；在知道姓氏
4
8. How long would you like to extend your stay? 请问您要延住几天？ 9. Would you mind changing to another room on the tenth floor? 您是否介意换到10楼的房间？ 10. How was your stay with us? 请问您入住体验怎么样？ 11. Your bill totals... 您的账单总计…… 12. Thanks for staying with us and we look forward to seeing you again. 感谢您入住我们酒店，期待您的再次光临。
Unit 2
After learning this unit, you’ll be able to:
• Register guests • Extend stay for guests • Change rooms for guests • Help guests check out
1
2
3
4
5
6
的时候向客人提出增销
✔
4
Mr.
and
Mrs.
Wilson,
now
we
also
have
the
Member
Rate
S（taupyselfl）or建B议r。ea对kf增as销t
酒店英语chapter2Unit1-Concierge-Service
• A. Yes, sir. _W_h__at__ti_m_e__d_o_y_o_u__w_a_n_t_t_h_e_t_a_x_i? • B. At 9 o’clock tomorrow morning. • A. _W__h_e_re__s_h_a_ll_I_w__ai_t_f_o_r_y_o_u_,_s_ir_?_ • B. Please wait in front of the gate. • A. __T_h_is__is__y_o_u_r_c_a_r_n_u_m__b_e_r._____ • B. Thank you.
Step1 Greeting guests 问候客人 Step2 Counting luggage 清点行李 Step3 Leading guests to the front desk 引领客 人至总台 Step4 Leading guests to the rooms 引领客人至 客房 Step5 Introducing rooms and services 介绍房 间及服务
Unit 1 Concierge Service
（礼宾服务）
Book Tickets 订票服务
Show Rooms 介绍房间
Carry Luggage 帮客人拿行李
Book Taxis 预订出租车 Provide Hotel Information 介绍酒店
The Procedure of Welcoming Guests
luggage [‘lʌgɪdʒ] n. 行李
trolley case ['trɒlɪ 'keɪs] n.拉杆箱
handbag n.手提包
suitcase [‘suːtkeɪs] n.手提箱
cart [kɑːt] n.手推车 luggage cart 行李车
Step1 Greeting guests 问候客人 Step2 Counting luggage 清点行李 Step3 Leading guests to the front desk 引领客 人至总台 Step4 Leading guests to the rooms 引领客人至 客房 Step5 Introducing rooms and services 介绍房 间及服务
Unit 1 Concierge Service
（礼宾服务）
Book Tickets 订票服务
Show Rooms 介绍房间
Carry Luggage 帮客人拿行李
Book Taxis 预订出租车 Provide Hotel Information 介绍酒店
The Procedure of Welcoming Guests
luggage [‘lʌgɪdʒ] n. 行李
trolley case ['trɒlɪ 'keɪs] n.拉杆箱
handbag n.手提包
suitcase [‘suːtkeɪs] n.手提箱
cart [kɑːt] n.手推车 luggage cart 行李车
中职教育-酒店英语(北大版)课件：Unit 2 Hotel Classification.ppt
占用期 e.g. During her occupancy the garden was transformed.
Slide 8 of 15
▪ primary adj.
1. earliest in time or order of development (在时间或发展顺序上)初始的，最早 的，起步阶段的
Exploring Hotel Knowledge
▪The Venetian Las Vegas
Casino 24-Hour In-Suite
Dining Luxury Suites Nightlife
Slide 12 of 15
Pictures
Slide 13 of 15
Video Watching
Slide 7 of 15
▪ occupancy n.
1. action or fact of occupying a house, land, etc (房屋、土地等)占有，占领，占 用，占据
a change of occupancy 2. period of occupying a house, etc as an owner or a tenant (房子等的) 占有期，
▪ About Different Types of HotelsSlide 14 of 5Thank you!
Slide 15 of 15
Slide 10 of 15
Global Reading Questions
▪ What are the general factors influencing the classification of hotels?
▪ What is the benchmark for the categorization of hotel in the factor of property size?
Slide 8 of 15
▪ primary adj.
1. earliest in time or order of development (在时间或发展顺序上)初始的，最早 的，起步阶段的
Exploring Hotel Knowledge
▪The Venetian Las Vegas
Casino 24-Hour In-Suite
Dining Luxury Suites Nightlife
Slide 12 of 15
Pictures
Slide 13 of 15
Video Watching
Slide 7 of 15
▪ occupancy n.
1. action or fact of occupying a house, land, etc (房屋、土地等)占有，占领，占 用，占据
a change of occupancy 2. period of occupying a house, etc as an owner or a tenant (房子等的) 占有期，
▪ About Different Types of HotelsSlide 14 of 5Thank you!
Slide 15 of 15
Slide 10 of 15
Global Reading Questions
▪ What are the general factors influencing the classification of hotels?
▪ What is the benchmark for the categorization of hotel in the factor of property size?
酒店英语课件-U2-the first day
Unit 2
The First Day
11
Step 3: Jobs in the restaurant kitchen
A: Read the text, then identify the kitchen staff in the picture below.
A- patissier / pastry chef B- commis chef / junior chef C- chef de cuisine / head chef D- kitchen assistant / kitchen porter E- garde manger / pantry chef F- sous chef / second chef G- saucier / sauce chef
THANKS FOR COMING
SEE YOU SOON!
Unit 2
The First Day
8
Step 2: New Trainees
B: working with words
1. check
2. answer
5. handle 6. check
9. show 10. carry
13. run/ am in charge of
14. repo. arrange
guests’ first and last point of contact with the hotel. 3. When guests arrive, the receptionists check them in. 4. When the reception desk is very busy, Joachim has to help out. 5. When guests need a taxi, the porters can arrange it.
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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
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