酒店英语 unit 4PPT课件
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酒店英语Unit Four
Ford, one guest at Bank Hotel, would like to check out by cash. Role A: You are a cashier working at Bank Hotel. Role B: You are a guest, Henry Ford, wants to check out by credit card.
Tips: May I have my bill, please？ What’s your room number, sir? Here is my key card. May I pay with traveler’s check?
Company Logo
Part 1 Listen and Talk
Company Logo
Part 1 Listen and Talk
Tasks to Complete
Role playing: Make up a conversation with your partner according to the situation given below. Task 2
Part 1 Listen and Talk
Lead-in
Study the pictures below and discuss them. Then produce possible words and expressions that relate to the theme.
Picture 4 Picture 3
Part 1 Listen and Talk
Way to Speak：Learn how to speak by listening to and reading the dialogue samples carefully. Dialogue 1 : Check-out by credit C=Cashier G=Guest C: Good morning, sir. What can I do for you? G: Yes, I’d like to check out now. C: May I have your name and room number, please? G: Tom Wilkinson, Room 406. C: Yes, Mr. Wilkinson. Have you used any hotel service this morning? G: No, I haven’t. C: Fine. This is your bill, Mr. Wilkinson. That was three nights at ﹩80 a night plus meals that you had at the hotel. That comes to a total of ﹩284. G: May I pay by credit card? C: Of course. May I have your card, please? G: Here you are. C:（Printed the card）Would you sign your name here, please? G: Sure. C: That’s fine. Have a nice day. G: Thank you.
Tips: May I have my bill, please？ What’s your room number, sir? Here is my key card. May I pay with traveler’s check?
Company Logo
Part 1 Listen and Talk
Company Logo
Part 1 Listen and Talk
Tasks to Complete
Role playing: Make up a conversation with your partner according to the situation given below. Task 2
Part 1 Listen and Talk
Lead-in
Study the pictures below and discuss them. Then produce possible words and expressions that relate to the theme.
Picture 4 Picture 3
Part 1 Listen and Talk
Way to Speak：Learn how to speak by listening to and reading the dialogue samples carefully. Dialogue 1 : Check-out by credit C=Cashier G=Guest C: Good morning, sir. What can I do for you? G: Yes, I’d like to check out now. C: May I have your name and room number, please? G: Tom Wilkinson, Room 406. C: Yes, Mr. Wilkinson. Have you used any hotel service this morning? G: No, I haven’t. C: Fine. This is your bill, Mr. Wilkinson. That was three nights at ﹩80 a night plus meals that you had at the hotel. That comes to a total of ﹩284. G: May I pay by credit card? C: Of course. May I have your card, please? G: Here you are. C:（Printed the card）Would you sign your name here, please? G: Sure. C: That’s fine. Have a nice day. G: Thank you.
酒店实用英语(第三版)教学课件unit4
Key words and sentences in Dialogue B
Vocabulary
response n. 回答, 响应, 反应
pass vt. 通过, 传递
Notes
1. Can you put me through to Mr. William Patterson in room 1236? 请帮 我接1236房间的威廉·派特森先生。
Situation B: You are the operator at your hotel. A guest calls and you answer the phone with a standard greeting. The guest makes a request in English. Student A plays the role of the operator, and Student B the role of the guest.
3. Could you give me the time and the charges after the call, please? 通完话后，请告诉我通话时间及费用，好吗？
4. We will add it to your final room bill. 我们将一并加算在您最终的房费账单上。
Warm up: Hotel telephone calls usually include:
House calls Calls from outside
Key words in the text
obvious adj. 明显的, 显而易见的 chief adj. 主要的, 首要的, 首席的 lead vt. 领导, 引导 role n. 角色, 任务 connect v. 连接, 联合 duty n. 义务, 责任, 职责 ascertain vt. 确定, 探知
UNIT 4 客人离店
Hotel English 酒店英语视听说
Listening II
Pair work. Decide which sentences are spoken by Mr. Brown B, which by the receptionist R. Then arrange the sentences to make a conversation.
(T )
(T ) (T)
Hotel English 酒店英语视听说
Video I
At the Reception Desk
A guest comes to the reception desk to check out.
Hotel English 酒店英语视听说
Listening I
1
Role-play the dialogue with your partner.
Hotel English 酒店英语视听说
Listening I
2
Fill in the blanks with proper expressions.
Hotel English 酒店英语视听说
Listening II
1
Role-play the dialogue with your partner.
Hotel English 酒店英语视听说
Listening II
Pair work. Decide which sentences are spoken by Mr. Brown B, which by the receptionist R. Then arrange the sentences to make a conversation.
Hotel English 酒店英语视听说
新时代职业英语酒店英语教学课件Unit 4
3
Scene 2 A wake-up call
Task 2 Listen to the dialog again and complete the following record sheet.
Bill Williams 6:00 a.m.
√ √ 2 cups of black tea
Room 815 √
5
5
Reading 1 Telephone message record
Task 1 Complete the following telephone message record with the information in Scene 1.
Mrs. Michelle Huston
Mr. Frank Huston 710-909-4426
4
8 The country codes are listed in the Service Directory in your room. 国家代码列在了您房间里的服务指南上。 9 This is... Hotel Operator. There is a collect call from... in Beijing. Will you accept the charge? 这里是……酒店总机，……从北京打来的电话，是由接听人付费的，您同意付款吗？ 10 Your call to Los Angeles lasted... minutes. It will cost... US dollars. 您打到洛杉矶的电话持续了……分钟，费用是……美元。 11 We will add it to your final room bill. 我们将一并加在您最终的房费账单上。 12 I’m terribly sorry to hear that. 听到此事我感到很遗憾。 13 Please wait a moment. I’ll send someone up right now to fix it. 请您稍等，我马上派人去修理。 14 Please accept my sincere apologies for our mistake. 对于我们的失误，请接受我真诚的道歉。
酒店英语(精品课程)unit4-L8
• Homework
Teaching Objectives:
• • •
Ⅰ.Knowledge Objectives(知识目标)：
By the end of this lesson, you should be able to（本
节课你应该学会）
1.spell and pronounce the words on telephone service（拼读关于电话服务的单词） 2.remember some key expressions in the dialogue.
•
• • • •
（记住对话中的重要短语） Ⅱ.Technical Objectives(技能目标)：
1.Obtain the telephone information on asking for leaving a message （获得电话留言的信息） 2.Learn how to make telephone service in English in daily life.
（在日常生活中学会如何用英语进行电话服务）
Task1 Match the words and the pictures
1) hotel
2) wake-up service 3)Message Desk
4) operator
Task2 Match the expressions and their meanings • policy 教育代表团 • extension number 等一等 • Education Delegation 分发 • leaving a message 留言 • give out 分机号 • hold on 政策，规定
6.But I can connect you to his room if you f. 这是酒店的规定，不能泄露客 give me more details. 人的房间号。
酒店英语 unit 4PPT课件
★ It’s very kind of you. You are welcome.
谢谢,您真客气｡ 不用谢｡
Not at all.
不用谢｡
Don’t mention it.
不用谢｡
It’s my pleasure./With pleasure./My pleasure. 很高兴为您服务｡
I am at your service.
Translation
Dialogues
Dialogue 3
J: Oh, here it is. Dr. Mike Smith. May I call to tell him you are here to see him? S: Yes, please. ... J: I’m sorry, sir. Nobody answers the phone. He must have been out. S: Can I leave him a message? J: Certainly, sir. S: Could you please tell him that Stephen Nobel invites him to dinner tomorrow evening at Tiantian Hotel and will meet him at 6:30 at the gate? J: OK, Mr. Nobel. I’ll tell him as soon as I contact him.
You are welcome. Thank you, sir. Thank you very much.
不客气｡ 谢谢您,先生｡ 非常感谢您｡
Tips
3. 交给客人某些东西时,可以说: Here you are. Here is your room key. Here it is.
酒店服务与管理英语unit4
客：早上好。我能在这儿把美元换成人民币吗？
3/1/2016
Dialog 1 Foreign exchange
C:Yes, sir. According to today’s exchange rate, 100 US dollars in cash comes to 830 yuan RMB. How much would you like to exchange, sir?
各国也用不同的金属制造形状各异的本国货。英国最早的 硬币是用锡做的。瑞典和俄国则用铜制币。后来，各国开
始用金银来制作货币。
3/1/2016
Housekeeping department
----the backbone of a hotel
※But even gold and silver were inconvenient if you had to buy something expensive. Again the Chinese thought of a way to improve more like a note from one person to another than the paper money used today.
员：谢谢，劳伦斯先生。您的钱要什么面额的？
T:In fifties, please.
客：全要50元一张的。
3/1/2016
Dialog 1 Foreign exchange
C：Here are thirty-three 50-yuan notes and one 10-yuan notes, altogether 1,660 yuan RMB. Please check it. With the memo, you may have the leftover RMB changed back into US dollars at the Bank of China or the Airport Exchange Office.
3/1/2016
Dialog 1 Foreign exchange
C:Yes, sir. According to today’s exchange rate, 100 US dollars in cash comes to 830 yuan RMB. How much would you like to exchange, sir?
各国也用不同的金属制造形状各异的本国货。英国最早的 硬币是用锡做的。瑞典和俄国则用铜制币。后来，各国开
始用金银来制作货币。
3/1/2016
Housekeeping department
----the backbone of a hotel
※But even gold and silver were inconvenient if you had to buy something expensive. Again the Chinese thought of a way to improve more like a note from one person to another than the paper money used today.
员：谢谢，劳伦斯先生。您的钱要什么面额的？
T:In fifties, please.
客：全要50元一张的。
3/1/2016
Dialog 1 Foreign exchange
C：Here are thirty-three 50-yuan notes and one 10-yuan notes, altogether 1,660 yuan RMB. Please check it. With the memo, you may have the leftover RMB changed back into US dollars at the Bank of China or the Airport Exchange Office.
Unit4Hotel-Serviceppt课件
Receptionist: Good morning. Can I help you, madam?
You: 1 (表示要结账。) Receptionist: OK. Would you please tell me your
name and room number? You: Nancy Birley, Room 4608. Receptionist: Yes, Miss Birley. 2 (说明客人是
翻译
• 1.我要先寄付押金吗？ • 2. 你是用信用卡还是现金支付？ • 3. 我可以订一个双人房间吗？ • 4. 你们接受旅行支票吗？ • 5. 早晨好。假日酒店客房预定部？ • 6. 这里的单人房间一天多少钱？ • 7. 你什么时候入住酒店？ • 8. 下午两点前你要结账退房。 • 9. 请问明天你们是否有单人的空房间？
Receptionist: 3 ___W__o_u_ld__yo_u__p_le_a_s_e_f_il_l o_u_t_t_h_e_r_e_g_is_t_ra_t_io_n__fo_r_m________? (请您填一下这张登记表好吗？)
You: Here it is. Is it all right?
Receptionist: Good evening! Welcome to Village Inn. What can I do for you?
You: ___I_h_a_v_e_a__r_es_e_r_v_at_i_on__w_i_th__y_o_u____. (我在这儿预订了房间。)
Receptionist: May I have your name, please?
You: I’m Tom Addison.
Receptionist: Yes, Mr. Addison. You’ve made a reservation for one single
酒店实用英语教程-unit4B_Human_Resources_Management
Yes. They have an indirect impact on customer satisfaction by means of the backup support they provide to frontline staff.
5) What is a prerequisite to improved service quality in the hospitality and tourism industry?
1) 酒店的服务质量主要取决于酒店的工作人 员。(hinge… upon )
The service quality of a hotel mainly hinges upon
2its) p这eo次pl洪e. 水对当地经济有很大影响。(have an impact on )
The flood had a great impact on the local economy.
3) 大学生们充分利用自己的知识支援贫困山 区。( take advantage of )
The college students take full advantage of their knowledge to help poor mountainous areas.
4) 致力于提高服务质量的酒店应该对员工进行 培训。(committed to)
It depends in part on its people.
3. What has a determining influence on the overall level of customer satisfaction?
Frontline personnel act
4) Do employees who are not directly involved in serving the customer influence customer satisfaction? If so, how?
5) What is a prerequisite to improved service quality in the hospitality and tourism industry?
1) 酒店的服务质量主要取决于酒店的工作人 员。(hinge… upon )
The service quality of a hotel mainly hinges upon
2its) p这eo次pl洪e. 水对当地经济有很大影响。(have an impact on )
The flood had a great impact on the local economy.
3) 大学生们充分利用自己的知识支援贫困山 区。( take advantage of )
The college students take full advantage of their knowledge to help poor mountainous areas.
4) 致力于提高服务质量的酒店应该对员工进行 培训。(committed to)
It depends in part on its people.
3. What has a determining influence on the overall level of customer satisfaction?
Frontline personnel act
4) Do employees who are not directly involved in serving the customer influence customer satisfaction? If so, how?
酒店英语2_Unit4
Task 3 Have you ever been to a banquet? What
preparations do we need to make for a banquet? Discuss with your partner.
Suggested Answer
Yes, I have been to some banquets. To
decoration at the center.
< Back Next > Home
Unit 4 Banquet Service
Reading
Banquet Service
3 Table service at banquets will always be formal and will
follow specific rules set down by the Food and Beverage Manager. Many of these rules also apply to the service in public dining rooms. When there is a large number of guests at a banquet, staff will be trained to serve quickly but elegantly so that guests receive the different courses at about the same time but will be
made to feel that they are being individually served.
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Unit 4 Banquet Service
中职教育-酒店英语(北大版)课件：Unit 4 Hotel Ratings.ppt
▪ Does the U.S. hotel industry have the uniform hotel rating system?
▪ If the hotel is approved, what will AAA do? ▪ In Britain, who carries out Quality Assessment? ▪ What do you think are the differences between a
Slide 10 of 15
Global Reading Questions
▪ Why and when do we implement the hotel rating system in China?
▪ Who is responsible for the implementation of the star-based evaluation throughout China?
five star hotel and a three star hotel?
Slide 11 of 15
Exploring Hotel Knowledge
▪ Chinese Banquet Table Setting
台布 玻璃转盘 十套餐具 公筷及公匙 水杯、葡萄酒杯、白酒
杯 四只烟缸 两份菜单
Slide 12 of 15
Pictures
Slide 13 of 15
Video Watching
▪ About Hotel Ratings
Slide 14 of 15
Thank you!
Slide 15 of 15
Slide 8 of 15
▪ enhancement n.
an improvement that makes something more agreeable 提高、增加 e.g. The company is always seeking enhancement of its products.
▪ If the hotel is approved, what will AAA do? ▪ In Britain, who carries out Quality Assessment? ▪ What do you think are the differences between a
Slide 10 of 15
Global Reading Questions
▪ Why and when do we implement the hotel rating system in China?
▪ Who is responsible for the implementation of the star-based evaluation throughout China?
five star hotel and a three star hotel?
Slide 11 of 15
Exploring Hotel Knowledge
▪ Chinese Banquet Table Setting
台布 玻璃转盘 十套餐具 公筷及公匙 水杯、葡萄酒杯、白酒
杯 四只烟缸 两份菜单
Slide 12 of 15
Pictures
Slide 13 of 15
Video Watching
▪ About Hotel Ratings
Slide 14 of 15
Thank you!
Slide 15 of 15
Slide 8 of 15
▪ enhancement n.
an improvement that makes something more agreeable 提高、增加 e.g. The company is always seeking enhancement of its products.
酒店英语
酒店英语Part I front office 前台unit１ reservation 预订unit２ reception 接待unit３ bell service 行李服务unit４ telephone 电话一、前台前台（front office /front desk）,又称为总服务台（总台）或大堂部，为客人提供订房、登记、分房、换房、问讯、电话、订票、留言、行李、退房等一系列服务。
其中，由于问讯、订票和退宿还涉及到其他部门的服务内容，因此我们将它们放在本书的最后一部分来说。
前台的组织结构房务总监：分为（前台部经理，客房部经理）(ROOM,DIRECTOR)(FRONT,OFFICEMGR)(HOUS E,KEEPING,MGR)前台部经理分为；⑴前台预订(预订：reservation)１背景常识1、订房9大要素客人姓名、guest name团队名称、name of group编号、code代订人姓名、contact name联系电话：telephone number单位：company name地址：address所需客房的种类：room type所需客房的数量：number of rooms来客人数：number of guests国籍：nationality抵/离店日期：date of arrival/departure 抵/离店时间：time of arrival/depar入住天数：length of staying折扣优惠：discount订房入住当天的保留时间：cut-off time 对宾客预订变更、取消预订的协议：agreements on reservations,amendments and cancellations.２、客房基本种类：单人间：single room大床间：double room 双床间：twin room。
unit 4 hotel english 酒店英语
UNIT 4 HOTEL ENGLISHΒιβλιοθήκη
1. laundry /ˈlɔːndrɪ/ 1.N-UNCOUNT Laundry is used to refer to clothes, sheets, and towels that are about to be washed, are being washed, or have just been washed. (待洗、正在 洗或刚洗过的) 衣物 例： I'll do your laundry. 我会给你洗衣服的。 ...the room where I hang the laundry. …我晾衣服的房间。
deposit account存款帐户；储蓄存款
spare /spɛə/ 1.ADJ You use spare to describe something that is the same as things that you are already using, but that you do not need yet and are keeping ready in case another one is needed. 备用的 例： If possible keep a spare pair of glasses accessible in case your main pair is broken or lost. 如有可能留一副备用眼镜以防你常用的那副打碎或丢失。 He could have taken a spare key. 他原本可以带上一把备用钥匙的。
opposite PREP If one thing is opposite another, it is on the other side of a space from it. 在…对面 例： Jennie had sat opposite her at breakfast. 吃早餐时，珍妮已坐在她的对面。
1. laundry /ˈlɔːndrɪ/ 1.N-UNCOUNT Laundry is used to refer to clothes, sheets, and towels that are about to be washed, are being washed, or have just been washed. (待洗、正在 洗或刚洗过的) 衣物 例： I'll do your laundry. 我会给你洗衣服的。 ...the room where I hang the laundry. …我晾衣服的房间。
deposit account存款帐户；储蓄存款
spare /spɛə/ 1.ADJ You use spare to describe something that is the same as things that you are already using, but that you do not need yet and are keeping ready in case another one is needed. 备用的 例： If possible keep a spare pair of glasses accessible in case your main pair is broken or lost. 如有可能留一副备用眼镜以防你常用的那副打碎或丢失。 He could have taken a spare key. 他原本可以带上一把备用钥匙的。
opposite PREP If one thing is opposite another, it is on the other side of a space from it. 在…对面 例： Jennie had sat opposite her at breakfast. 吃早餐时，珍妮已坐在她的对面。
《酒店服务英语》—04 Business Service商务服务
安排① vt. I’ve arranged a taxi for you. 我已为你们安排了一辆出租车。 ② vi. arrange for sb. (sth.) to do sth He’s arranged for me to attend the meeting. 他已安排我去参加会议。 We have arranged for the car to come at nine. 我们已安排好让汽车9点钟来。 ③ 用 that 从句作宾语(从句多用虚拟语气) We have arranged that she (should) look after the children. 我们已安排她照看孩子。
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？
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？
酒店服务英语课件 Project 4 Inquiries
Project 4 Inquiries Hotel Service Englivice
Project Goals: After study this unit, you will be able to: Show the way Answer calls from the customers
At the Information Desk of a Hotel 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 important of all, 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 experience. Another way is to consult a travel agency. An experienced agent may offer you a lot of information. Above all, they are always ready to help. Besides, you can also read travel books in the hotel. They are helpful too. Sometimes, they are better than a friend or a travel agency, because you can always read them whenever you want.
Project Goals: After study this unit, you will be able to: Show the way Answer calls from the customers
At the Information Desk of a Hotel 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 important of all, 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 experience. Another way is to consult a travel agency. An experienced agent may offer you a lot of information. Above all, they are always ready to help. Besides, you can also read travel books in the hotel. They are helpful too. Sometimes, they are better than a friend or a travel agency, because you can always read them whenever you want.
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Translation
Dialogues
Dialogue 3
Taking a Message 留言服务
J=Jane (Concierge) S=Stephen Nobel (Guest)
S: Excuse me. J: Yes. What can I do for you? S: I’m here to see Dr. Smith from America. J: Do you know when he arrived, sir? S: The day before yesterday. I believe. J: Just a moment, please. Let me see. Er... What’s his full name? S: Mike Smith from San Francisco.
Translation
Dialogues
Dialogue 1
Giving Information 提供信息
J=Jane (Concierge) S=Stephen Nobel (Guest)
S: Good morning. Can I ask you something? J: Yes, of course. What can I do for you? S: Well. I’m planning to take a friend of mine to dinner. You see, we both love spicy Chinese dishes. I’m wondering if you could recommend to me a good local restaurant where I can find some good spicy local dishes. J: I’d love to. If spicy local dishes are what you are looking for, there is no other place in the whole city that’ll please your appetite better than the Sichuan Restaurant. The restaurant serves very good and spicy local dishes. You might want to try tgues Useful Drills Tips Exercises
Dialogues
Background Information
Information(问讯处)位于宾馆大堂,为宾客提供咨询､留言等服务｡ 1. Front Office(前厅部) 指设在饭店前厅销售饭店产品､组织接待工作､调度业务经营和为 客人住店提供一系列综合性服务的部门｡ 前厅部的主要任务有两个:一是经营,二是管理｡ 2. Front Desk(前台或总服务台) 饭店设置在大堂为客人提供登记､问讯､结账等服务的区域。 前台隶属于前厅部｡ 前台是饭店对客服务的窗口｡
Translation
Dialogues
Dialogue 1
S: How far is it from here? J: It is quite a distance from here. I would suggest that you take a taxi there. S: Thank you. But do you mind writing down the name of the restaurant on this piece of paper so that I can show it to the taxi driver? J: Yes. Here you are. S: One more thing, do you have any idea how much we should pay the taxi driver for the trip? J: RMB25 to RMB30 would be plenty to cover it. S: Thank you for the information. Have a nice day J: Thanks. You too.
Translation
Dialogues
Receiving a Guest 会客服务
Dialogue 2
S: Excuse me, but I’d like to see Mr. Smith. Is he in the room? J: May I have your name, please? S: Of course. My name is Stephen Nobel. J: Just a moment, please. Dialing Mr. Smith’s room number, This is the Reception Desk, Mr. Smith. Mr. Nobel is asking to see you. He is in the lobby downstairs. M: On the phone, Yes. Please ask him to wait for me in the lounge. I’m coming soon. J: To Mr. Nobel, Mr. Nobel, Mr. Smith said he’d like to see you in the lounge in a moment. S: Thank you for your help. J: You’re welcome. The lobby attendant will show you to the lounge.
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 4
Information
Information 问讯服务
Aims of Studying
How to receive a visitor with an appointment with guests. 如何提供会客服务 How to give directions to the guest. 如何给客人提供外出指导 How to take a message for the guest. 如何代客人留言