(优选)饭店情景英语课件
饭店实用英语课件part5.ppt
gymnasium
n. 健身房
apparatus
chest-expander n. 扩胸器
billiards
sauna
n. 桑拿
massage
recommend
v. 推荐
shunt
dissipate
n. 驱散
decongest
internal
a. 内部的
organ
stimulate
v. 刺激，激励 circulation
拉力器械 跑步机 固定自行车 杠铃 哑铃 常驻教练 蒸气浴 有……的效果 搓澡工 时而，不时 目前
乐意帮助某人, 听某人使唤
Step 3
Useful Sentences
1. Asking about services
2. Telling the guest about services
Step 4
go gray 变灰白
keep the same style 保持原来的发型
have a cold wave 冷烫 to one’s liking
让某人称心
neagiglwvhairtneish
指甲蛋油白 every other day
每个一天
Step 3
Useful Sentences
1. Asking about or demanding services
Part 5 Other Departments
30
At the Beauty Center
31 Recreation and Fitness Center
32
Business Center
Chapter 30 At the Beauty Center
饭店情景英语(第二版)课件：商务中心和电话服务
饭店情景英语
前厅
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Business Center & Telephone Service 商务中心和电话服务
IV. Tips for Service
(3) OFFER HELP ➢ Can I help you? ➢ May I help you? (4) LISTEN ACTIVELY ➢ I’d like to make a reservation. ➢ I’d like to speak to the accounting department. ➢ Is there a video tonight? ➢ My room is very cold. (5) IDENTIFY CALLER ➢ May I know who is calling, Madam? ➢ May I have your name and room number, Sir?
incoming fax? By cash or sign the bill? G: I’ll sign it. Thank you. C: Thank you, Mr. Rockwell. I’ll put that in your account.
Goodbye and have a nice day.
? ?
?
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Business Center & Telephone Service 商务中心和电话服务
I. Leading-in
Business Services
➢ Nowadays, modern hotels continually introduce new service standards and the latest technology to keep up with the fast changing business world. Guests have the assurance of friendly and highly professional staff combined with the advantage of all the latest business systems, in rooms, business center, and sometimes throughout the hotel.
饭店实用英语scene-课件3.ppt
B：It's terrific. I like it very much.
Ⅱ. Hotel Practical English
A: Do you mind if I put your luggage by the wardrobe? B: Certainly not. Thank you very much. A: If you need something, just call me over the phone. Dial 9 first, and then
Ⅲ. Text
• The following are the top qualities needed for someone who wants to work in the hotel concierge. Number one is a true enjoyment of working with people. Guests may be impatient and stressed out but a concierge needs to roll with that and not let it affect how you help them. The second is great organizational skills. Multi-tasking is the name of the game. The third top quality is energy and patience. A concierge has to be dedicated because beyond the regular work hours, he or she needs spend a lot of time learning things. Hitting museums or checking out the latest restaurant or exhibit so he or she can talk to the guest about it with firsthand knowledge. This is unpaid time and possibly time away from the family, but it comes with the job.
饭店情景英语(第二版)教学课件第4章PartIVLesson4
RS: Mr. White, your breakfast is ready. May I come in? W: Come in, please. RS: Mr. White, here is the breakfast you’ve ordered.
Please take your time and enjoy it. By the way, anything else I can do for you? W: Yes. I’d like to have my supper in the room, too. RS: OK, a Chinese or Western one?
minutes. By the way, there is an extra 15% service charge for room service. W: OK, no problem. Thank you very much. RS: My pleasure and I’m always at your service.
RS: The local dishes are famous as Huaiyang Dishes in China. Shanghai crab is one of the great specialties.
W: OK, I will try that. RS: Any drinks? We’ve got juice, cocktail, beer, wine,
饭店情景英语
第四章 餐饮部
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Lesson 4 Room Service 房餐服务
II. Working Procedure
6. 请客人在账单上签名。 Sir/ Madam, would you please check and sign your bill? 先生/女士，请您核对账单并签名。
饭店情景英语(第二版)教学课件第3章PartIIILesson3
饭店情景英语
第三章 客房部
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Lesson 3 Laundry Service 洗衣服务
II. Working Procedure
您的衣服需要熨烫吗？/干洗吗？/缝补吗？/缝上纽扣 吗？ 6．处理投诉。 I will check it right away. 我马上就去查看。 I will check whether or not your clothes have been returned. 我会去检查，看您的衣服是否已经被送回来了。 I’m sorry that I missed one of your clothes. 对不起，我弄丢了您的一件衣服。
饭店情景英语
第三章 客房部
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Lesson 3 Laundry Service 洗衣服务
III. Dialogues
Dialogue 2 Collecting Laundry in Guest room
(C: Clerk J: James) C: Laundry service, may I come in? J: Come in, please. C: Good morning, Mr. and Mrs. James. J: Good morning. We need express laundry service. Here
II. Working Procedure
洗衣服务流程 1. 洗衣服务说明。 Clothes received before 12:00 will be returned by 18:00 in the same day; and those received after 12:00 will be sent back by noon the next day. 每天中午12点以前送洗的衣服在当天下午6点就能被 洗好送回；12点以后送洗的则在第二天中午前才能被 洗好送回。 There is a rate list in the laundry form on the desk. 在桌上的洗衣单里有价目表。
unit1饭店情景英语
1.1 A Long Distance Call Reservation
❖B：How much is a British suite? ❖R：CNY 1,288 with breakfast
,equivalent to 200 US dollars. ❖B: Good. I’ll take it.
THANKS！
arrival and departure dates? ❖B: From May 26th to May 29th.
1.1 A Long Distance Call Reservation
❖R: Very well, Mr. Bellow. A British suite from May 26th to May 29th.Am I correct, Mr. Bellow?
❖C: Are you sure there is a room available there?
❖R: Don’t worry, sir. We have the referral system. Just a moment, please.(After connecting Xingzhong Hotel)Yes, there is.
1.1 A Long Distance Call Reservation
❖Reservationist(R): Shanghai Huatian Hotel. Reservation Desk. Can I help you?
❖B: I′m calling from New York. I′d like to reserve a room in your hotel.
❖C: I’d like to reserve a junior suite for our boss Mr. George Smith. He will be staying from Oct.7th to 10th.
饭店实用英语scene-6课件.ppt
Dialogue 1
I’d Like to Check Out Now
(A: Receptionist B: Guest )
• A: Good morning, madam. May I help you?
• B: Yes, I’d like to check out now. My name is Ford Amy. I’m in Room 835. Here is the key card.
• A: That’s for the red wine you took from the mini-bar in your room.
• B: And what’s this figure for?
• A: It’s for the room service.
• B: Oh, I see. Can I pay with Master Card?
Teaching Procedures
1
Free Talk
2
Hotel Practical English
3
Text
4
Exercises
5
Case Study
6
Home Reading
Ⅰ. Free Talk
• 1. When you can’t satisfy a guest’s request, what should you do?
• When the customer comes to Front Desk, make eye contact and greet the customer by name. Ask if he or she will be checking out. If he or she has completed the express form, take the form, review it for accuracy and ask for the key cards. If the customer has not filled out the express form, continue with the checklist.
饭店情景英语(第二版)教学课件第1章PartILesson6
Lesson 6 Complaints & Apologies 投诉与道歉
II. Dialogues 2
(C: Clerk G: Guest) G: Why have you brought me a beer instead of the bill? C: I am very sorry, Sir. I will fetch your bill immediately. …… C: Sorry for having kept you waiting, Sir. Here is your bill.
饭店情景英语
第一章酒店基础英语
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Lesson 6 Complaints & Apologies 投诉与道歉
II. Dialogues 4
(C: Clerk G: Guest) G: I ordered some coffee ten minutes ago. Where is it? C: I’m so sorry, Madam. I’ll bring it to you straight away.
Remember for the minor complaints, you can deal with them directly by yourself, but for serious problems, you need to hand them over to your Supervisor or Manager.
necessary clarify with the guest so that you understand the exact complaint. • Step 2 Apologize to the guest. • Step 3 Tell him what you are going to do. • Step 4 Tell him when you are going to do it.
饭店情景英语(第二版)课件：Handling Complaints 处理投诉
饭店情景英语
餐饮部
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Handling Complaints 处理投诉
IV. Tips for Service
8．如果仍无法让客人满意，将投诉上报主管处理。 Escalate the case to the superior if there is a deadlock in satisfying the customer. 9．将投诉内容详尽告知主管或相关人员。 Keep your superior and relevant parties informed of the complaint from the difficult customers. 10．当客人接受提议解决方案时表示感谢。 Express appreciation when the customer agrees to the recommended solution.
Well done beef tends to be tougher. 做得熟一点的牛肉是要绵一些。
This type of coffee does taste bitter. 这种咖啡口味是很苦。
This dish does take some time to prepare. 制作这道菜是要花些时间的。
饭店情景英语
餐饮部
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Handling Complaints 处理投诉
IV. Tips for Service
4．注重可商议事项，避开不相关联的事件甚至人身攻 击。 Focus on the negotiable issues rather than the irrelevant issues or personal attacks. 5．强调你能做什么，而不是你不能做什么。 Repeat on what you CAN DO, not what you CAN’T DO. 6．不和客人争论。 Don’t argue with the customer. 7．把握底线，灵活处理。 Know the bottom-line but be flexible.
《饭店情景英语》课件
Other Service English
05
Conference Service English
Provide professional conference service English training, including English communication skills in conference organization, reception, venue layout, equipment rental, and other aspects.
Order service English
Be able to fluently place meals in English, including ordering main dishes, beverages, desserts, etc., as well as inquiring about cooking methods, ingredient choices, etc., while also being able to meet special dietary requireious types of restaurants, including fine dining restaurants, casual restaurants, fast food restaurants, and so on. Each type of restaurant has its own unique characteristics and atmosphere
02
Delivering laundry
"Here is your laundry, clean and pressed. Do you need anything else?"
《饭店实用英语》课件-scene-5
Ⅱ. Hotel Practical English
Dialogue 1
There Is Nothing on My TV Screen
(A: Receptionist B: Guest )
• A: Good afternoon. May I help you?
• B: Yes, there is nothing on my TV screen after I turn it on.
Ⅲ. Text
• keep good customer relations. Customer relationship is the heart of a business. As we offer services to guests we should not forget that we are bound to fault and that makes it necessary for us to accept the faults. Customers are always right because you have to be there for them.
• Don’t try to cover up your mistakes even when you have an advantage to do so. Accept the mistakes and correct as soon as possible and this will help you to
• In addition, don’t contradict the complaint on the face of it. Customer satisfaction is the first thing in the hospitality industry. Customers don’t need much more than the quality service in time. If you try your best to satisfy the customers, they will be willing to come back again and you can get more business from the same customers.
《饭店情景英语》课件
上课方式： • 课本内容 • 学生自己发言
PART 1 The Front Office
The Manager's Remarks
Questions:
1. What is the aim of a hotel ? 2. Can you say something about the great importance of the front office ? 3. Why should the hotel staff have a strong sence of responsibility ? 4. How can the hotel achieve greater financial success ?
1
UNIT 3
礼宾部1
Concierge (1)
Dialogues
3-1 See-in Service（接机） 3-2 Introducing Hotel Service（介绍饭店服务） 3-3 About Slow Delivery of Baggaga （抱怨行李运送太慢）
1
UNIT 3
礼宾部1
UNIT 1
Room Reservations
Dialogues:
1-1 A Long Distance Call Reservations(长途电话预定) 1-2 A Group Reservation(团体预定) 1-3 A Face-to-face Reservation(门市预定)
New Wards:
Concierge (1)
Exercise 21
1.我们宾馆被认为是本市最好的五星级宾 馆之一。
饭店情景英语课件7
9. ……, now she is in the Clothing store of Garden hotel.
The Clothing store : 服装店
10. Please come to the counter over there.
1)counter n. 柜台
2) over there : 在那里
21. I am going out. 也可以这么说：I will go out 译文：我要出去。
必须掌握课文中的“购物”的基本 句型： 店员: a. What can I do for you
May I help you? b. We have a lot of …… c. You are making a good choice
e.g. I would like to buy some bread,please. =I want to buy some bread,please.
4. It must be most precious. 这里most = very 十分、非常 不是最高级
e.g. I should be most happy to help
1)Allow to do sth:允许某人做某事
注意：此句型常用于被动语态
e.g. At school, All students shound not allowed to smoke!所 有学生不允许吸烟！
2) At will :随意(任意,听便) e.g. The animals are allowed to
e. Can you give me a discount? f. Can I pay by ……? g. I will take it.
饭店情景英语(第二版)课件：Concierge 礼宾部
饭店情景英语
前厅
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预订) ➢Nightlife information (夜间活动信息)
饭店情景英语
前厅
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Concierge 礼宾部
II. Working Procedure
接待客人入住
饭店情景英语
前厅
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Concierge 礼宾部
II. Working Procedure
接待客人入住
I. Leading-in
Other services may include: ➢Sightseeing tours (旅游观光) ➢Airport transfers (机场接送) ➢Limousine rentals (轿车租赁) ➢Tourist information (旅游信息) ➢Restaurant information and reservations (饭店信息及
May I have your room number? 请问您住哪个房间?
饭店情景英语
前厅
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Concierge 礼宾部
IV. Tips for Service
Would you mind putting down your name here? 请在这里写下您的名字。 Where are you departing for? 请问您到哪里? At which date would you prefer to depart? 您选择哪天离开? 4. 电话询问票务中心客人指定日期飞往指定目的地的航 班详情。 Flight No. 航班号;Air Carrier航空公司;Plane Model机 型;Departure Time起飞时间;Price机票价格。
饭店情景英语(第二版)教学课件第4章PartIVLesson3
饭店情景英语
第四章 餐饮部
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Lesson 3 In a Chinese Restaurant 在中餐厅
II. Working Procedure
One bill, or separate bills? 是合单呢，还是分开付账? Your bill totals.... 您的消费共计……。 The total comes to.... 您总共消费……。 How is everything? 您吃得满意吗?
饭店情景英语
第四章 餐饮部
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Lesson 3 In a Chinese Restaurant 在中餐厅
I. Leading-in
What are their features?
value. It’s said that it can prevent against the cold climate in the north; Shanghai dishes feature fresh fish and sea food. They are mostly oily, sweet, tasty and colorful.
饭店情景英语
第四章 餐饮部
中国人民大学出版社
Lesson 3 In a Chinese Restaurant 在中餐厅 I. Leading-in
饭店情景英语
How many schools of Chinese restaurant and what are their features?
? ?
recommend the Rose Hall? It’s newly decorated, and it’s well equipped and spacious. I’m sure you’ll like it. G: That sounds good. We’ll take it. W: Then how much would you like to spend for each table? G: About 2 000 yuan and we’d like the typical Cantonese dishes.
饭店情景英语
PARTⅠTHE FRONT OFFICE 第一部分前厅INTRODUCTION The M anager’s RemarksThe aim of a hotel is to create a home away from home for all the travelling guests who need rest, food and drink.The front office of a hotel is not only its “shop window” but a lso its “nerve center”. The front office staff’s efficiency and personality are of great importance to guest’s vacation or business, and indeed, the hotel’s operation itself are made or ruined.The front office staff seem to “do it all” - receive reservations, register guests, assign rooms, distribute baggage, store guests’ valuables, provide information, deliver mails and messages, exchange foreign currencies, check room occupancies, check guests out and so on.In order to fulfil these tasks, the staff must have a neat and smart appearance, good manners, adaptability, knowledge of languages and a head for figures. The most important of all the qualities is a real liking for people and a warm desire to help them.Besides, front desk staff should encourage and settle the guests’ complaints. That will soothe an unhappy guest and reveal the hotel’sproblems so that the operation can be bettered.In short, all staff ought to remember that the hotel will enjoy greater financial success only with the greater satisfaction the guests receive from the “home away from home”.Word ListRemark n.陈述、言语Nerve n.神经Realization n.实现Operation n.经营Ruin υ.崩溃、毁灭Reservation n.预订Register υ.登记、注册Assign υ.分配、指定Baggage n.行李Distribute υ.分发Deliver υ.投递、递交Occupancy n.居住、占用Currency n.货币efficiency n.效率personality n.个性smart α.活泼的、精明的appearance n.外表good manners 彬彬有礼adaptability n.适应性figure n.数字settle υ.解决、安定complaint n.投诉、抱怨reveal υ.显示financial α.财政的、财经的satisfaction n.满意Useful ExpressionsNot only … but also … 不仅…而且…to seen to 似乎，好像……a liking for 对……喜爱So that …以便To check Sb. Out 结某人的帐（以使之可离开旅馆）in order to 为了……ought to 应当……in short 简言之，总而言之UNIT 1 Room Reservations 订房间1-1 A long Distance Call ReservationScene:Henry Bellow (B) and Margaret Bellow (M), an American couple, are going to spend their Holidays in China. Now Mr. Bellow is making a reservation at Haitian Hotel in Shanghai through a long distance call.Reservations (R): Shanghai Haitian Hotel. Reservation Desk, can I help you?B: I’m calling from New Y ork. I’d like to book a room in your hotel.R: What kind of room would you like, sir? We have single rooms, double rooms, suites and Deluxe suites in Japanese, British, Roman, French and presidential styles.B: A British suite, please.R: Would you like breakfast?B: No, thanks.R: Can you give me your name please, sir?B: Bellow. B-E-L-L-O-W.R: Thank you, Mr. Bellow. And your arrival and departure dates?B: From May 26th to May 29th.R: V ery well, Mr. Bellow. British suite without breakfast from May 26th to May 29th. Am I Correct, Mr. Bellow?B: Yes, thank you.R: What time will you be arriving, Mr. Bellow?B: Around 5:00 p.m.R: All right. Y ou’ll be expected to be here then.B: That’s fine. Thank you, Mr. Bellow. Good-bye.R: Good-bye.1-2 A Group ReservationScene:The telephone rings. The Reservations (R) answers the phone.R: Reservations. May I help you?Client(C): Yes. The American People-to-people Education Delegation（代表团）will be visiting Shanghai a t the end of this month. I’d like to book 10 double rooms with twin beds for five days.R: For which dates?C: For May 23rd, 24th, … and 27th.R: One moment please, sir.(The reservations check the list.)Y es, we can confirm 10 rooms for five days.C: Thank you. Is there a special rate for a group reservation?R: Yes, there is a 10 per cent discount.C: That’s fine.R: By the way, how will they be getting to Shanghai? Will they be comingby air?C: Yes.R: Could you give me the flight number, please, in case the plane’s late? C: Oh, sorry. I don’t know the flight number, but I’ll let you know by phone tomorrow.R: Thank you, sir.C: Oh, yes. According to the program, they’ll have a meeting on the 25th. Have you got a big Conference hall?R: Yes, sir, we have a very nice multi-function hall, but you’ll have to speak to the manager a bout that. Please hold on a moment and I’ll see if I can p ut you through.1-3 A Local Call ReservationScene:The Reservations (R) answers the phone as soon as it rings.R: Reception. Can I help you?Client (C): I’d like to book a single room with shower for Mr. George Smith. He plans to arrive on the 20th of this month.R: How long will he be staying?C: I don’t know, but it could be anything from seven to ten.R: Then we can only confirm a room from the 20th to the 27th. I’m afraid we won’t be able to guarantee him a room after the 27th. We usually have high occupancies in the peak seasons.C: What if there isn’t any room then?R: Don’t worry, sir. We can either put him on a waiting list or find him a room in a nearby Hotel.C: Fine. How much do you charge（收费）for a single room with breakfast? R: For one night, the hotel cost would be 200 yuan. How will he be paying, sir?C: His company will cover all the expenses. We’ll send you a check right away.R: Thank you, sir.C: Thank you. Good-bye.Word ListReservation n.保留、预定Suite n.套房charge υ.收费reservationist n.预订处值班员Roman α.罗马的Presidential α.总统的Client n.顾客Confirm υ.进一步确定、证实Discount n.折扣Program n.议程、节目Reception n.接待，欢迎Expense n.花费、经费、费用deluxe n.豪华list n.表、目录、名单rate n.价格flight n.飞行、航班conference n.会议guarantee υ.保证check n.支票Useful Expressionsto make a reservation 预订to check in 登记by the way 顺便in case 以防（万一），假使according 根据、按照either…or…或者…或者right away 马上、随即UNIT 2 At the reception Desk 接待处2-1 At the EntranceScene:A car pulls up in front of Haitian Hotel and a doorman (Dm) goes forward to meet the guests, opening the door of the car for them .Dm: Good evening, sir and madam. Welcome to Haitian Hotel.Mr. Bellow (B): Thanks. Good evening.Dm: (Taking out the baggage from the trunk and looking at the name on the baggage tags)I’m the doorman, Mr. Bellow. So you ha ve got altogether four pieces of baggage?B: Er… Maybe five, Margaret (M)?Dm: Five? Oh, sorry. Let me have a check again.M: Oh, no, Henry. Always poor memory! We’ve got only four.B: I see.(To the doorman) Sorry, boy. Y ou’re right. Four pieces.Dm: Never mind, Mr. Bellow. The Reception Desk is straight ahead. After you, please.B: Y es, thank you.2-2 The RegistrationScene:Mr. Bellow (B) checks in at the Reception Desk.Receptionist (R): Good evening. What can I do for you, sir?B: I booked a twin-bed room with bath three weeks ago. I’m Henry Bellow.R: Just a moment, please, Mr. Bellow. I’ll check the arrival list. …Sorry to have kept you waiting, sir. Y es, you have reserved a British suite from today to the 29th.B: Yes, exactly.R: Could I see your passports, please? (Checking the passports and giving them back) Thank you, sir. And would you mind filling in the registration form?B: I’ll take care of it. (Filling out the form) Here you are. Is it all right? R: Yes, thanks. How are you going to pay, in cash or by credit card?B: Could I pay with traveler’s checks?R: Certainly. Here’s the key to Room 908. Please keep it. And the bellman will show you up.(A bellman comes over.)Have a nice evening, sir. And enjoy your stay.B: Thank you.2-3 Receiving a Walk-in GuestScene: A gentleman steps in, trying to find a room for the night. Receptionist(R): Good afternoon, sir. May I help you?Client(C): Y es, please. I've just arrived from Hong Kong. Could you let me have a room for this evening?R: Have you made a reservation, sir?C: I’m afraid not.R: How many people do you have, please?C: Just one. I’m alone.R: Just a moment, please. I have to check if there’s a room available. … Oh, sorry, Sir. All the rooms are booked up. But I think we’ll be able to arrange for a room after six o’clock this evening. If you need a room right now, would you like me to get in touch with somewhere else for you?C: No, thanks. I should say I prefer to stay here. A friend of mine highly recommended your hotel to me. I’ll just wait here till six.R: Y ou are welcome, sir. Perhaps you might feel more comfortable to rest in our lobby after a tiring journey. And if you need any help, do let us know. C: Thank you. No problem.Word ListDoorman. 门童Tag n.标签registration n.登记、注册receptionist n.接待员bellman n. 行李员prefer v.喜欢recommend v.推荐、介绍、建议tiring a.使疲劳的trunk n.行李箱（汽车）baggage n.行李cash n.现金、现款credit n.信用贷款available a.可得到的highly ad.高度的lobby n.(剧院、旅馆等的）门廊、门厅Useful Expressionsto pull up （使）停下to have a check 检查、复核to fill in (out) 填写、填好to take care of 留心to show sb. Up 领某人上楼to be booked up 预订完了to get in touch with 与……取得联系to recommend … to 向……推荐……UNIT 3 The Bellman 行李员3-1 Carrying BaggageScene: The bellman (Bm) does service for the Bellows.Bm : Good evening, madam and sir. I’m the bellman.Mr. Bellow (B)&.Mrs. Bellow(M): Good evening.Bm: V ery glad to have you here. I’ll get the baggage up to your room.B&m: Thank you.Bm: Let me carry your baggage. Are these all yours?M: Four pieces, Henry?B: Yes. (Laughs)Bm: Allow me, madam.(Mr. Bellow tries to carry one of the suitcases up to the baggage cart.)Bm: Oh, leave it to me, I’ll do that for you.B: Thanks.Bm: It’s my pleasure. This way, please.(They are going to the elevator entrance.)Here we are. Please take this elevator to the ninth floor. The floor attendant will meet you at your elevator entrance there and show you to Room 908. I’ll take the baggage elevator and get your suitcases up to the room.B: V ery good. See you then.Bm: See you.3-2 Introducing Hotel ServicesScene: The Bellman (Bm) escorts a lady (L) to her suite along the corridor. Bm: This way, please. Room 308 is at the end of the long corridor.L: Oh, marvellous! The corridor looks lovely, so quiet and well decorated! Beautiful indeed!Bm: I’m glad that you like it. And I’m sure you’ll like your room, too. All our rooms are spacious and airy.L: Good. By the way, could you tell me about your hotel services?Bm: Certainly, madam. Our hotel is a first-rate hotel and chosen as the favorite place to stay in by VIPs, official guests and businessmen from many countries. There are over 300 rooms of international standard, including single rooms, double rooms and suites. There are four spacious Chinese restaurants，deluxe Western-style restaurant, large and small banquet halls bar, a 24-hour cafe and an indoor patio（露台，天井）with drinks.L: How about other services?Bm: Also available are a beauty salon, a barbershop, a souvenir shop…L: Have you got an indoor swimming pool here?Bm: Y es, it’s on the first floor. And we’ve got a billiards（台球）room and bowling room as Well. They ready to serve the guests at their convenience. L: I’d like to have a brochure of your hotel. Where could I get one? Bm: Y ou can take one from Reception Desk. If you don’t mind, I’ll come up again and bring you one.L: Oh, good. That’s very kind of you.Bm: Not at all. I’m always at your service.3-3 Ticket-booking ServiceScene:At the Bell Captain’s（服务员领班）Desk (BC), the Bellows try tomake a flight reservation.BC: Good morning. May I help you?Mr. Bellow (B): Yes, I’d like to fly to Guilin on Saturday. Could you book tickets for me?BC: Y ou have to book the tickets five days in advance. Now it’s the busy season for travelling, you know. Sorry to say all the tickets are booked up. B: No tickets! What luck! But I …BC: I wonder if you’d consider going there by train instead. Y ou can have train tickets and they’re much cheaper，actually.B: Well, it seems we’ll have to take the train.BC: What time would you like to leave?B: At noon, if possible.BC: How many tickets do you need?B: Two soft berths（卧铺）, please.BC: (Looking at the timetable) Will 2:15 be all right?B: Y es, that’ll be fine.BC: Just a moment, while I call the station. …(After the call) I’m sorry, there aren’t any more seats left on the 2:15 train, but there is a train leaving on Saturday morning. That’s No.79 special express（特快）. It will leave at7 a.m. What do you think of it, sir?B: Well, I suppose I’ll have to take that one. My name is Henry Bellow. And here’s the money for booking.BC: I wish you a wonderful trip to Guilin.B: Thank you. They say Guilin leads the world in beautiful scenery. To tell the truth, my wife has been dying to go there.Mrs. Bellow (M): (Appearing) and so have you.Word listSuitcase n.衣箱Cart n. 小推车Entrance n. 入口处Attendant n. 侍者、服务员Corridor n. 走廊、通路Decorate v.装饰Airy a. 通风的Favorite a. 特别喜爱的Standard n.标准、规格Banquet n. 宴会、盛宴Suppose v. 假定、猜想Elevator n. 电梯Duty n. 责任Service n. 服务Choose v. 挑选、选择Spacious a. 广阔的、宽敞的Souvenir n. 纪念品Official a. 官方的、公务上的Restaurant n. 饭店、餐馆Indoor a. 室内的Patio n. 院子（连屋）室外就餐处Brochure n.小册子Consider v.考虑Timetable n. 时刻表Salon n.沙龙、美容室Convenience n. 便利、方便Instead ad. 代替Trip n. 旅程Useful ExpressionsTo do service forTo leave … to …To escort … to …At the end ofAt one’s convenience As wellIn advanceIf possibleTo think ofTo tell the truthTo be dying to do sth. 为……服务，效劳把……留给……陪同……去……在……的尽头在……方便时也预先如果可能的话想到说实话，老实说迫不及待（干某事）UNIT 4 At the Information Desk4-1 Mail ServiceScene: Mr. Bellow (B) is going to the Information Desk with a letter in his hand.Receptionist(R): Good afternoon, sir.B: Good afternoon. Could you please mail a letter for me?R: Yes. Have you stuck on the stamps yet?B: No. I need to buy some.R: (Looking at the letter)Is it to San Francisco?B: Yes. And I’d like to send it by ordinary air mail.R: (Weighing the letter on the scales)Eighteen yuan and sixty fen…B: Overweight?R: Yes.R: Eighteen yuan and sixty fen.B: Thank you. Here it is.(Giving the money)R: Here are your stamps. Please stick them on together with the air mailsticker on the front of the envelope.B: All right. One more thing, I want to send a telex and a fax to New Y ork. Can you arrange it for me?R: Oh, yes, sir. We have telex and fax service in our hotel.Would you please go to the business center? Y ou can send your telex and fax there.B: Well, I’ll be going there. Thank you for your information.R: Y ou are welcome.4-2 Introducing Some Scenic SpotsScene:The Bellows plan to go around town. The Receptionist(R) gives them some suggestions.R: Good morning!Mr. Bellow (B): Good morning! Today we can afford a whole day for sightseeing. Could you tell us some places of historical interest in Shanghai?R: Have you ever been in Shanghai before?B: No, this is our first trip here.R: I’m very pleased to suggest that you go to visit the Y u Yuan Garden （豫园）and the Jade Buddha Temple(玉佛寺), the main attractions in Shanghai. They are often visited by foreign guests.Mrs. Bellow (M): And why are those places so popular?R: Because they are of typical Chinese national style. The Y u Yuan Garden is not only the pearl of Shanghai, but also called the “No.1 Vista in East China”. Y ou can see beautiful pavilions, terraces, rockeries, ponds, as well as buildings decorated with fine brick designs and wood carvings.B: Good, I’ll take some p ictures. Then, how about the temple?R: The Jade Buddha Temple is one of the most famous temples in China. There are two white jade statues of Sakyamuni brought from Burma more than a hundred years ago.M: Oh, great! We’ll have a good chance to feast our eyes.R: What’s more, the con struction of the Grand Hall is magnificent.B: I think I’ll enjoy the architecture of the temple, too.M: Both places sound worth visiting. Henry, let’s go.4-3 Showing the wayScene:The Bellows are asking the way at the Reception Desk. Receptionist(R): Good morning, sir.Mr. Bellow (B): Good morning. Excuse me, but could you tell me how to go to the Friendship Store? I can’t find the exact spot on the map.R: Y es, of course. Our hotel is located on Ming Y uan Road in the western district of Shanghai. But the Friendship Store is within easy reach. Y ou can take No.27 Trolley Bus and get off at Sichuan Road. Go ahead along the road and turn left at the first crossing. Then go straight on until you find the second crossing. At the corner of the street, you’ll find a high-rise. That’s the shop.Mrs. Bellow (M): Henry, it seems too complicated. We’ll get lost, I’m afraid. Shall we try another shop?B: What are you worrying about? I want to buy a Chinese-style dress for you for your birthday. They say foreigners are offered the best service there at the Friendship Store.M: Then, why not take a taxi, my dear.B: All right, let’s.(To the Receptionist) Could you order a taxi cab for us?R: Yes, I’d be glad to. (Calls a taxi by phone)The car is expected to come within five minutes, sir. By the way, the Friendship Store is near the Huangpu River and if you could afford time, dowalk along the Bund and see the beautiful scenery and the harbor. It’s alive with activity.B: That sounds like a very good idea.R: An d there’s the Old Men’s Jazz Band at the Peace Hotel Cafe.It’s well-known even abroad and much appreciated by foreign guests. If you are interested in that, you might go there and have a cup of coffee.M: Wonderful! Thank you for your nice suggestions.R: It’s my pleasure.Word ListOrdinary a.普通的Sticker n.粘纸Telex n. 电传Fax n.传真电报Sightseeing n.观光Typical a.典型的Pavilion n.亭子、楼阁Rockery n. 石头假山Decorate v.装饰Buddhist a.Architecture n. 建筑式样，风格Burma n. 缅甸（国名）Envelope n. 信封Spot n. 点、地点、场所District n. 地区Trolley-bus n. 有轨电车Scenery n. 风景、景色Band n. 乐团Carving n. 雕刻、雕刻品Buddha n. 佛Magnificent a.宏伟的Sakyamuni n. 释迦牟尼Pearl n. 珍珠Terrace n. 平台、阳台Pond n. 池塘Brick n. 砖头Statue n. 雕像、塑像Appreciate v. 欣赏Afford v. 抽得出（时间）Exact a. 确切的Locate v. 座落于、位于High-rise n. 多层高楼Complicated a. 复杂的Jazz n. 爵士音乐Mass a.群众性的Scenic a.风景的Useful Expressionsto stick … on 把……粘贴在……上places of historical interest 名胜古迹one more thing 还有一件事within easy reach 很近to be located(on) 座落于、位于at the corner of 在……拐角处to get lost 迷路to be decorated with 由……装饰to take pictures 照相what’s more还有UNIT 5 The Cashier5-1 Foreign Currency ExchangeScene:Mr. Bellow (B) is making his way to the foreign exchange counter. He wants to change some US Dollars for RMB.Cashier(C): Good afternoon, sir. Can I help you?B: I’d like to change some US dollars and I’d like to know today’s exchange rate.C: According to today’s exchange rate, every US dollar in cash is equivalent to 6.17 RMB. How much would you like to change, sir?B: Well, I’ll change one thousand and h ere’s the money.C: Would you please fill in this form?B: All right.C: Please write your name, passport number and room number on the slip. B: Here you are.C: Thank you. Y ou’ll have it right away. Will you sign your name here on this memo?B: OK, Will you please give me some one-yuan notes? I need some smallchange.C: All right.(Changing the money)Mr. Bellow, here it is. Please have a check and keep the exchange memo. B: Oh, yes, thanks. By the way, can you tell me what I should do with the RMB left with me?C: Y ou can to go to the Bank of China or the airport exchange office to change it back into dollars.B: I see. Thanks.C: Y ou are welcome.5-2 Checking OutScene:Mr. Bellow (B) checks out at the Cashier’s Desk.Cashier(C): Good morning, sir. May I help you?B: Is this where I can pay my hotel bills?C: Yes, please tell me your room number and when you are checking out. B: My room number is 902 and I’d like to check out now.C: Just a moment, please. (Checks files)Are you Mr. Bellow?B: Yes.C: Did you have breakfast this morning?B: Yes, but I paid cash for it.C: And have you used any hotel services since breakfast?B: Yes. I used the mini-bar. I drank a can of Coca-Cola.C: All right…(Giving Mr. Bellow the bill)Here you are sir. Please check it.B: I’m sorry. What’s this for?(Pointing to a figure)C: That’s for the drinks and phone calls you made from your room.B: Oh, I see. Thank you. Can I pay with traveler’s checks?C: Certainly, sir.(Mr. Bellow fills out checks and gives them and his passport to the cashier.)Here are your bill and receipt, Mr. Bellow. We hope you enjoyed your stay with us here and that you’ll have a pleasant trip home.B: Thank you. And we’ll have a trip to Guilin before we go home.5-3 Mis-calculationScene:Mr. Bellow (B) goes back to the Cashier’s Desk, thoughtfully and hurriedly.Cashier(C): Good morning, sir. May I help you?B: Just now I checked out here. But back in my room, I found that there might be something wrong with the bill.C: Oh, yes?B: I checked in on the 26th and will leave this morning. That’s exactly three days, I think. But I paid for three days and a half.C: Well, let me see. The 26th, the 27th,the 28th…Ah yes, you checked out in the morning, so you only stayed here for three days, no more. Sorry, sir. I do apologize for my mis-checking.B: That’s all right.C: Now let me give you another receipt and please check it. Here is the money you overpaid.B: Thank you.C: I’m awfully sorry to have caused you so much trouble.I’ll try to be more careful another time.Word ListCashier n.出纳员equivalent a.相等的、相当的Sign n.符号、招牌、迹象；v.签名、示意Count v.数Bill n.帐单Mini-bar n.小冰箱Can n.听头、罐头Mis-check v.计帐出错memo n.备忘录、（商）便笺、便函file n.汇订的文件、卷宗、档案receipt n.收到、收据、收条Coca-Cola n.可口可乐（饮料）apologize v.道歉、谢罪overpay v.多付（钱款）Useful Expressionsto be equivalent to right awayto check outto point toto apologize for just now 相当于、等价于立刻结帐指抱歉、致歉刚才UNIT 6Settling Guests’ Complaints6-1 Changing a RoomScene: Mr. Bellow (B) Wants to change a room. He goes to the assistant manager (AM).（大堂副理）AM: Good morning, sir. What can I do for you?B: I’m Bellow, I’m in Room908.Can you change the room for me? It’s too noisy. My wife was woken up several times by the noise the baggage elevator made. She said it was too much for her.AM: I’m awful ly sorry, sir. I do apologize. Room 908 is at the end of the corridor. It’s possible that the noise is heard early in the morning when all is quiet.B: Anyhow, I’d like to change our room.AM: No problem, sir. We’ll manage it, but we don’t have any spare r oom today. Could you wait till tomorrow? The American People-to-people Education Delegation will be leaving tomorrow morning. There’ll be some rooms for you to choose from.B: All right. I hope we’ll be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleep.AM: Be sure. I’ll make a note of that. Every thing will be taken care of. And if there is anything more you need, please let us know.6-2 At the Lost and Found DeskScene:Mr. Bellow (B) complains to the Assistant Manager (AM) about the slowness in service.B: Hello, my watch was lost. Y ou promised me to look for it right away. Now, two hours have passed and I still haven’t heard from you. What’s the matter?AW: Mr. Bellow, we are sorry to have kept you waiting, but you said that this morning you had changed money at the Currency Exchange Desk, bought a tourist map at the newspaper stand(报摊), had your hair cut at the barber’s and had your lunch at the restaurant. Because you have been to several places, we need more time to find it.B: Well, I was wondering whether you were still working on it.AM: Y es, we are. Two porters are still busy checking around.B: I’m sure the watch is here. I hope you’ll try to find it for me as soon as possible.AM: Of course. We’ll let you know as soon as we find it. Please don’t be worried.B: All right. Thank you.6-3 Charging MoreScene:At the Reception Desk, a guest (G) insists on staying longer without paying more.Employee (E): Good morning. May I help you?G: My flight doesn’t leave till 5:45 p.m. and I don’t want to wait around at the airport all day. Could I still rest in the room this afternoon?E: Excuse me, sir. According to our regulations, a half day’s rent is charge d against a room this afternoon. W e’ll have to charg e you 50% of the price. G: (Angrily) What? Ask for money again? I have settled accounts. I won’t pay more for the two or three hours. No more! Do you hear?E: We’d like to help you as we can. Y ou may leave your baggage here until 4:30. Just speak to the porter and he’ll take care of it…free of charge, of course.G: But damn it! I won’t give you one more cent!F: The porter will keep your baggage free of charge, sir, and you’re welcome, to rest in the lobby.G: No, I insist on having a rest in the room.E: Then, if you’ll wait a mom ent, please, sir? I’ll ask our manager to comeand take care of your request. Word Listawfully ad. 非常、很、十分anyhow ad. 不管怎样、无论如何promise n.&v. 应诺、诺言、保证worried a.烦恼的、焦虑的regulation n. 规则、规章、法规account n. 帐目、帐insist v. 坚持request n.& v. 请求、要求quiet a.安静的vacate v. 使空出、腾出、搬出Useful Expressionsto wake upto make a noiseto have a sound sleep to make a note ofto promise sb. to do sth. to be busy doing sth as…as possibleas soon asto ask forto settle accounts 叫醒发出噪声睡得好、醋睡做笔记应诺（某人）做某事忙于……尽可能的……一……就……请求free of charge to insist on 结帐免费坚持PART ⅡTHE HOUSEKEEPING DEPARTMEN T’INTRODUCTIONThe Manager’s RemarksThe housekeeping department is the backbone of a hotel. In a sense, it is possible to say that a clean and attractive guest room is the product that the hotel sells.The main duty of the housekeeping department staff is to see to the cleanliness and good order of all rooms in the hotel. The laundry and valet service and many personal services are also parts of their jobs. And they must coordinate the work closely with the front office.This department as a whole is required to make the guest’s stays comfortable and pleasing. Any reasonable request must be fulfilled. But good service means more than fulfilling requests. Whenever and wherever possible, the staff should offer to do extra things for the guests. What’s more, whenever there is an opportunity to “sell”, the staff should take it and suggest that guests use the hotel services as much as possible. They shouldmake sure that they are really selling what the guest wants to buy.It should be noted that the most important characteristic in the housekeeping department, and indeed throughout the hotel world, is the willingness to serve and please the guests. The housekeeping staff, such as chamber maids, housemen, linen room（布草房）attendants, supervisors and housekeepers（管家）, can do a great deal to assure a high business repeat （回头客）and occupancy rate, not only through the efficiency in their jobs but also through their heartfelt warmth in serving the guests.Word Listhousekeeping department房务部backbone n. 脊梁、脊柱、骨干attractive a. 有吸引力的product n.产品、产量cleanliness n. 清洁laundry n. 洗衣valet n. 洗烫工personal a. 个人的、私人的coordinate v. 协调fulfil v. 履行、完成opportunity n. 机会characteristic a.特有的；n.特性willingness n.愿意chamber n. 房间maid n. 侍女、少女chamber maid 客房女服务员houseman n. 杂务工supervisor n. 管理员、主管comfortable a.舒适的pleasing a. 使人愉快的business repeat rate 回客率assure v. 使确信、保障heart-felt a. 感人肺腑的Useful Expressionsin a senseto see toto coordinate…with…as a wholeIt should be noted that…as much as possibleto make sure 在某种意义上注意、负责与……合作，与……协商作为整体而言应当注意尽量多弄清、使确定、使确信UNIT 1Guiding the Guests to Their Rooms1-1 Recognizing the GuestsScene: The Bellows leave the elevator.The floor attendant (FA) steps forward to welcome them.。
饭店情景英语(第二版)课件：At the Bar 在酒吧
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(3) 推销特饮咖啡、蒸馏水、矿泉水,代替普通咖啡、 冰水等。 What would you like to drink? 喜欢喝点什么呢? How about a cocktail with coconut flavor? 来一杯椰子香味的鸡尾酒怎么样? May I suggest you to try a liqueur that is digestive and with coffee flavor, such as Tia Maria? 我介绍您喝点餐后甜酒,既能帮助消化,又有您喜欢的 咖啡味,比如说“添万利咖啡酒”, 好吗?
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酒吧工作流程
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1．迎客。 Good morning. Good afternoon. Good evening, Sir/Madam. 早上好/下午好/晚上好,先生/女士。 How many people are there in your party? 请问几位? 2．带位。 (1) 指示方向, 在客人前侧引领入座。 (2) 对于团队客人,先问清楚人数,准备好台椅后再带
位。
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This way, please. 请这边走。 Follow me, please. 请随我来。 3．拉椅,示座。 Would you like this table? 您喜欢坐这里吗? Sit down, please. 请坐。
《饭店情景英语》课件
点菜与服务
1
点菜的方式
了解常见的点菜方式，如口头点菜、使用菜单和点菜应用程序。
2
常用的食品和饮料探索常见的食品和饮料，包括来自菜、汤、甜点和各种饮品。3
特殊要求和口味
学会表达特殊饮食要求和偏好，如素食、无麸质或辣味。
结账和小费
结账的方式
了解不同国家的结账方式，并 学习如何支付账单。
常用的货币和付款方式
饭店文化和礼仪
1
不同国家的饮食文化和礼仪
了解全球各国的饮食文化和礼仪差异，以更好地适应多元化的用餐场景。
2
在餐厅社交和交流的方式
学习在餐厅中进行社交和交流的方法，如与陌生人交谈、举办宴会等。
3
在餐厅中的礼仪和行为
了解在餐厅中应该遵守的礼仪和文化规范，以确保良好的用餐体验。
总结：学好饭店情景英语，享 受美食之旅！
熟悉各国常用的货币和多种付 款方式，如现金和信用卡。
小费的概念和给小费的方 法
掌握关于小费的文化和惯例， 包括给小费的适当时机和金额。
常见问题和情景对话
用餐中的常见问题
了解在餐厅就餐时可能遇到的常 见问题，如服务不周、菜品问题 等。
客人和服务员之间的对话
学习在餐厅中进行对话的常用表 达和礼仪，包括点菜、要求等。
饭店预订和取消
探讨预订餐厅和取消预订的方式， 以及礼貌地处理不可预测的情况。
评价和建议
1 餐厅评价的方式
学习如何评价一家餐厅， 包括菜品味道、服务质量 等方面。
2 接受和提供建议的方
式
了解如何接受和提供餐厅 的建议，以不断提高服务 和品质。
3 对餐厅服务和饮食的
评价
探讨餐厅服务和饮食质量 的评价标准，如口味、环 境等。
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H UNIT 2
Page 20
At the Reception Desk , 在接待处
Dialogues: • 2-1 Registration（登记住宿） • 2-2 Checking in a group（团队登记住宿） • 2-3 extending the stay （续住）
H UNIT 2
1
UNIT 3
礼宾部1
Concierge (1)
Dialogues
3-1 See-in Service（接机） 3-2 Introducing Hotel Service（介绍饭店服务） 3-3 About Slow Delivery of Baggaga （抱怨行李运送太慢）
1
UNIT 3
礼宾部1
a block of 一层 at once 立刻 standard 标准 arrange 安排 porter 行李员 upstairs 楼上 fully equipped 设备齐全 request 要求 convention 会议 Don’t worry. 别担心。 no-show 预定未到的人 all the time 总是
Concierge (1)
Exercise 21
1.我们宾馆被认为是本市最好的五星级宾 馆之一。
2.W这h些a服t务a员n英ic语e讲/b得ad多流da利y啊i！t is!!
3.服务员会带您去哪儿的室内游泳池。 4.我保证我们不会再给您添麻烦了。 5.托运前请把姓名标签系在每件行李上。
1
UNIT 4 Concierge (2)
Page 20
At the Reception Desk , 在接待处
New Words
pull up 停车 go forward to 向前走 reserve 预定 just a moment 过一会儿 passport 护照
Would you mind doing… 你介意…吗？ In cash 现金 the key to …的钥匙 safe 保险箱 show you up 带你去 Baggage 行李箱
UNIT 1
Room Reservations
Dialogues:
1-1 A Long Distance Call Reservations(长途电话预定) 1-2 A Group Reservation(团体预定) 1-3 A Face-to-face Reservation(门市预定)
New W classmate to us.
1
UNIT 3
礼宾部1
Concierge (1)
New words
pick-up 捡起；获得；收拾 sign 迹象；符号；手势 bumping 震动 to one's relief 让某人轻松的是 clear up 清晰 piece 块；件；篇 head for 朝...走 trunk 汽车车尾的行李箱 escort 陪同 airy 通风的 salon 沙龙 barber 理发师 souvenir 纪念品 attendant 服务员；侍者 tag 标签 afraid 害怕 inconvenience 不方便
New words
historical 历史的 interest 兴趣 cover 覆盖 sound 健全的；合理的；可靠地 reach 到达 trolley 有轨电车 along 沿着 crossing 路口 straight 直线的 square 广场 well-known 有名气的 in advance 提前 busy 忙碌的 soft berth 软卧 receipt 发票
（优选）饭店情景英语课件
关于考试： • 平时成绩（70%）：课堂发言+考勤 • 卷面成绩（30%）
上课方式： • 课本内容 • 学生自己发言
PART 1 The Front Office
The Manager's Remarks
Questions:
1. What is the aim of a hotel ? 2. Can you say something about the great importance of the front office ? 3. Why should the hotel staff have a strong sence of responsibility ? 4. How can the hotel achieve greater financial success ?
H UNIT 2
Page 20
At the Reception Desk , 在接待处
Exercises 1:
1. 明天上午您打算干什么？ 2. 史密斯先生准备用现金，还是用信用卡付款？ 3. 我打算只带两件行李去旅行。 4. 那位过路客人准备在大厅等到六点钟吗？ 5. 我不准备再多待下去，天好像要下雪了，是吗？
equivalent 平行的 arrival 到达的 May 26th 5月26日 credit card 信用卡 take care of 照顾，处理 parking lot 停车场 10% discount 九折
representative 代表 UA 美国联合航空 confirmation 确认 assist 协助；帮助 southward 向南 available 可获得的 referral 参考的
UNIT 1
Room Reservations
Exercises 1:
1.我希望我们不久以后会再见面。 2.今天下午三点钟您不要打电话来，那时我在上课。 3.明天上午这个时候，我们要在会议室开会。 4.今晚七点钟你们干什么？ 5.他七点钟在大厅等您，行吗？
Exercises 2:
Self-Introduction—— Please make a brief self-introduction in 3 minutes at least, you can try it from the aspects below: • name • hometown • interests&hobbies • speciality • character