酒店服务英语(课堂PPT)
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酒店英语(课堂PPT)
在招呼客人时，最好说“Excuse me, Sir(Ms)”, 不要直接 称呼Mr.或Ms. 至于称呼小孩，可以直接使用Exห้องสมุดไป่ตู้use me，
但是不可以直接称呼boy或girl.
.
4
基本待客英语
• 基本句型
➢ May I ...? ➢ Could you ...? ➢ Would you ... ? ➢ Shall I ... ?
.
11
回答
• 要麻烦客人或是拒绝客人的要求
I am afraid I can’t do that. Excuse me, sir. Please let me pass.
• 道歉
I am very sorry for the delay. I am very sorry for the inconvenience. I would like to apologize for the mistake.
Shall I draw the curtains? Shall I draw you a map? Shall I make the reservation for you?
.
9
招呼语
• Good morning. 中午之前 • Good afternoon. 中午至下午六点以前 • Good evening. 下午六点过后
hotelbusinessenglishhotelbusiness在酒店里所使用的英语会话基本上是属于商业英语与日常生活会话中所使用的英语略有不同较注重礼节
酒店英语
English for Hotel Business
.
1
概述
在酒店里所使用的英语会话，基 本上是属于商业英语，与日常 生活会话中所使用的英语略有 不同，较注重礼节。
酒店专业服务英语PPT课件
it’s a local bean curd dish.
Module 3 Handing Complaints
Dialogue
Guest: Bean curd, you mean tofu?
Handing Requests 回复请求
Handling Requests –Key Words 回复请求-关键单词
Wake up call /Morning call 叫早电话
Follow
跟随
Bill 帐单
Bathroom
浴室
Blanket
毯子
Computer
电脑
Upstairs
Substitutions Thank you for letting us about this problem 感谢您告诉我们这个问题。 The service in this hotel has been very poor. 这家酒店的服务太差了。 I want to talk a manager. 我要和经理谈谈。 The room next door is too loud. I can’t sleep! 隔壁房间太吵，我没法入睡。 I’m upset about the temperature in my room. 我的房间温度让我觉得不适。
Thanks 致谢
Thanks –Key Words 致谢-关键单词
Understanding
Valuable advice 意见
Appreciate 激
Support 支持
Assist 协助
No problem 问题
It is the least I can do 一桩
理解 宝贵
Recreation Department Engineering Department Security Department
Module 3 Handing Complaints
Dialogue
Guest: Bean curd, you mean tofu?
Handing Requests 回复请求
Handling Requests –Key Words 回复请求-关键单词
Wake up call /Morning call 叫早电话
Follow
跟随
Bill 帐单
Bathroom
浴室
Blanket
毯子
Computer
电脑
Upstairs
Substitutions Thank you for letting us about this problem 感谢您告诉我们这个问题。 The service in this hotel has been very poor. 这家酒店的服务太差了。 I want to talk a manager. 我要和经理谈谈。 The room next door is too loud. I can’t sleep! 隔壁房间太吵，我没法入睡。 I’m upset about the temperature in my room. 我的房间温度让我觉得不适。
Thanks 致谢
Thanks –Key Words 致谢-关键单词
Understanding
Valuable advice 意见
Appreciate 激
Support 支持
Assist 协助
No problem 问题
It is the least I can do 一桩
理解 宝贵
Recreation Department Engineering Department Security Department
酒店服务英语(第二版) 教学课件Project 4 Inquiries
Service English
21世纪高职高专规划教材·旅游与酒店管理系列
Project 4 Inquiries
Project Goals: After study this unit, you will be able to: Show the way to hotel guests Answer calls from the customers
f. 天坛
1— c 2— a 3--- e 4---f 5----b 6--- d
ENGLISH FOR HOTEL SERVICE
21世纪高职高专规划教材·旅游与酒店管理系列
Task 3 Suppose you are at the inquiry desk of the hotel. Please consider the following questions before you go into the next section.
There are several ways you can find out about the countries and places you wish to visit when you are in a hotel. If receptionists have been there, you can talk to them, they may give you detailed and vivid descriptions about the place. Most importan to fall, they can offer some valuable advice for the trip . For example , which part is more interesting than others? How can you enjoy yourself better? What should you pay more attention to? The advice is all from their own experiences.
21世纪高职高专规划教材·旅游与酒店管理系列
Project 4 Inquiries
Project Goals: After study this unit, you will be able to: Show the way to hotel guests Answer calls from the customers
f. 天坛
1— c 2— a 3--- e 4---f 5----b 6--- d
ENGLISH FOR HOTEL SERVICE
21世纪高职高专规划教材·旅游与酒店管理系列
Task 3 Suppose you are at the inquiry desk of the hotel. Please consider the following questions before you go into the next section.
There are several ways you can find out about the countries and places you wish to visit when you are in a hotel. If receptionists have been there, you can talk to them, they may give you detailed and vivid descriptions about the place. Most importan to fall, they can offer some valuable advice for the trip . For example , which part is more interesting than others? How can you enjoy yourself better? What should you pay more attention to? The advice is all from their own experiences.
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.
PPT电子教案：酒店服务英语
27. remind … of 提醒
28. restriction 限制
29. employee 雇员
30. detailed 详细的，有关细节的
31. way of payment 付款方式
32. upper department 上级部门
33. deal with 处理
34. transaction 交易，转移
44. verify 核实
45. courteously 有礼貌地
46 possess 拥有
48. appearance 仪表
49. adaptability 适应性
50. elegant behavior 优雅的举止
51. above all 最重要的是
Job Description of Bell Service
Part Ⅱ Dialogues
1. Welcoming a Guest 2. Leading the Guest to the Room 3. Delaying in Delivering Bags to the Room
Part III Words & Phrases
19. various 各种各样的
20. keep/ bear … in mind 记住
21. attention 注意力
22. explanation 解释
23. be aware of 留心，注意
24. requirement 需要，需求
25. solve 解决
26. be satisfi ed with 对……满意
single room 单人间
double room 双人间
twin room 双床间
商务英语-酒店服务 ppt课件
5
Provide a pillow menu
4
room
service
ppt课件
2
Clean the room everday
3
Laundry service
9
3
Food and beverage service
餐饮服务
ppt课件
12
Different kinds of food
1 Chinese food 2 western food 3 The buffet
Sauna massage room and
beauty salon 桑拿室和美容沙龙
3
Cafe 咖啡厅
4
ppt课件
18
5
Opportunities and strengths
机遇和优势
ppt课件
19
Strengths
1 Provide personalized
service：
Establish scientific guesthistory, record the guest's likes and dislikes, provide
得空前的发展机遇
2 3 A growing number of travelers through the network
reservation independently. 越来越多的旅行者通过网络自主预定房间。 The hotel can get the benefit by improving the
network evaluation 酒店可以通过提高网络评价获得收益
ppt课件
21
LOGO
Thanks
ppt课件
酒店服务实用英语(前台)PPT课件
yuan deposit, here’ your balance 160 yuan. • G：Thank you . • C：It is my pleasure. Have a nice trip.
-
（四）operator
（ O=operator G=Guest）
• G：Is this the KunMing Airport hotel ? • O：Speaking, May I help you? • G：Yes, Could you put me through to room 8312.
• G：Y es,I’d like to stay here tonight. • B： I’m sure you will. This way to the
The reception Desk, please, madam./sir • G：Thank you. • B: You’re welcome.
8405 and your room card, and this is your receipt. the bellboy will show you up with you baggage. • G：Thank you very much. • R：You are welcome. Hope you’ll enjoy your stay with us.
rooms and standard rooms, which one do you prefer ? • G：A standard room, what’s the rate? • R：368 yuan per night including breakfast. • G：OK, I’ll take it. • R：Could I have your passport?
-
（四）operator
（ O=operator G=Guest）
• G：Is this the KunMing Airport hotel ? • O：Speaking, May I help you? • G：Yes, Could you put me through to room 8312.
• G：Y es,I’d like to stay here tonight. • B： I’m sure you will. This way to the
The reception Desk, please, madam./sir • G：Thank you. • B: You’re welcome.
8405 and your room card, and this is your receipt. the bellboy will show you up with you baggage. • G：Thank you very much. • R：You are welcome. Hope you’ll enjoy your stay with us.
rooms and standard rooms, which one do you prefer ? • G：A standard room, what’s the rate? • R：368 yuan per night including breakfast. • G：OK, I’ll take it. • R：Could I have your passport?
HotelEnglishConcierge酒店英语-礼宾服务ppt课件
case
箱子
baggage
行李
carry-on
手提行李箱
shoulder bag 挎包
suitcase
衣箱；手提箱
belongings
物品；财物
article
物品
wallet
钱包
handbag
手提包
backpack
背包
精品课件
Listen to the sentences, repeat and translate
精品课件
Lesson 2 我可以带您去您的房间了吧？ May I Show You to Your Room?
Talking to the Guest 情景会话 Bellboy: Good morning, sir. Guest: Good morning. Bellboy: May I show you to your room
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此课件下载可自行编辑修改，供参考！ 感谢您的支持，我们努力做得更好！
精品课件
精品课件
Your turn to try now.
Listen to the words and repeat.
comb
梳子
razor
剃须刀
soap
肥皂
astray
烟灰缸
wardrobe
衣柜
television
电视
mirror
镜子
plug
插头
air-conditioner 空调
看 =show sb sth. My pleasure.=(It’s) my pleasure.=You’re
welcome. =Not at all.
精品课件
酒店实用英语unit 6 Room Service幻灯片PPT
1. Receiving the guests room service information, you should be accurate and fast recording information and accurately repeat guest's name, food, quantity and special requirements;
island? 您想用哪种沙拉，法式沙拉还是千岛酱？ 3. We want to order a car. Could you please inform the reception desk
about it? 我们想要订辆车。请你帮我通知前台这件事？ 4. The car will be ready for you then. 车会准时等您的。
4. When the Guests were eating, without the customers’ permission, the attendant should withdraw from the room. After 1 ~ 1.5 hours, come back again to care of;
7. You should be back to the housekeeping department to sign a good bill sent to the cashier.
精品文档
Sample Cases
Case 1: 1. We’ve just come from New York and we are not at all used to the time difference here. 我们刚从纽约来，一点也不习惯这的时差。 time difference: 时差 In America, when the people talk about any topic of time difference, most Americans prefer to say “jet leg”! 2. What kind of call would you like, by phone or by knocking at the door? 您想要哪种叫起服务，电话还是上门叫起？ 3. I’ll tell the operator to call you up at 7 tomorrow morning. 我会告诉接线员明早七点准时叫起。
island? 您想用哪种沙拉，法式沙拉还是千岛酱？ 3. We want to order a car. Could you please inform the reception desk
about it? 我们想要订辆车。请你帮我通知前台这件事？ 4. The car will be ready for you then. 车会准时等您的。
4. When the Guests were eating, without the customers’ permission, the attendant should withdraw from the room. After 1 ~ 1.5 hours, come back again to care of;
7. You should be back to the housekeeping department to sign a good bill sent to the cashier.
精品文档
Sample Cases
Case 1: 1. We’ve just come from New York and we are not at all used to the time difference here. 我们刚从纽约来，一点也不习惯这的时差。 time difference: 时差 In America, when the people talk about any topic of time difference, most Americans prefer to say “jet leg”! 2. What kind of call would you like, by phone or by knocking at the door? 您想要哪种叫起服务，电话还是上门叫起？ 3. I’ll tell the operator to call you up at 7 tomorrow morning. 我会告诉接线员明早七点准时叫起。
酒 店 服 务 英 语 PPT
Financial Department Engineering Department Purchasing Department Security Department Administration Department
Front Office
• Words:
• • • • • • • • • • • • • (1) reservation (2) register (3) assign (4) baggage (5) distribute (6) deliver (7) currency (8) occupancy (9) smart (10) appearance (11) adaptability (12) figure (13) settle 预订 登记,注册 分配,指定 行李 分发 投递,递交 , 货币 居住,占用 活泼的,精明的 外表 适应性 数字 解决,安定 投诉,抱怨
Front Office
Words:
• • • • • • • • • • • • • • (99) boost (100) security (101) senser (102) sprinkler (103) hydrant (104) hose (105) earn (106) alarm (107) exit (108) basement (109) mezzanine (110) rude (111) fare (112) contact 提高 治安,保安 感应器 喷水设备 消防龙头 软管 赚得，挣得 警报 安全门 地下室 夹层楼面 粗鲁的 车费 联系
Front Office
Words:
(127) print (128) account (129) delivery (130) compromise (131) deposit (132) coin (133) safety box (134) mineral water (135) shopping bag (136) luggage rack (137) remote control (138) hairdryer (139) dustbin (140) magazine 印刷 帐户 支付 妥协 押金 硬币 保险箱 矿水 购物袋 行李架 遥控装置 吹风机 垃圾箱 杂志
酒店服务英语PPT
Hotel Service English
目录
• Introduction • Basic knowledge of hotel service English • Front desk service English • Room Service English • Catering Service English
目录
• Other Service English • Methods and suggestions for improving hotel
service English proficiency
01
Introduction
Purpose and background
Purpose
The purpose of Hotel Service English is to provide hotel staff with the necessary language skills to communicate effectively with guests from around the world, ensuring a high level of customer satisfaction and service quality
Suggesting dining options
"For dining, we have several restaurants in the hotel. Additionally, there are many excellent restaurants nearby by that I can recommend."
• Builds Trust and Confidence: Effective communication in English helps to establish trust and confidence between hotel staff and guests, as it demonstrates a level of professionalism and commitment to improving high quality service
目录
• Introduction • Basic knowledge of hotel service English • Front desk service English • Room Service English • Catering Service English
目录
• Other Service English • Methods and suggestions for improving hotel
service English proficiency
01
Introduction
Purpose and background
Purpose
The purpose of Hotel Service English is to provide hotel staff with the necessary language skills to communicate effectively with guests from around the world, ensuring a high level of customer satisfaction and service quality
Suggesting dining options
"For dining, we have several restaurants in the hotel. Additionally, there are many excellent restaurants nearby by that I can recommend."
• Builds Trust and Confidence: Effective communication in English helps to establish trust and confidence between hotel staff and guests, as it demonstrates a level of professionalism and commitment to improving high quality service
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Ruising.butterfly
•
Ruising.Butterfly hotel
1
Everyday English(常用表 达)
1.Addressing（称呼）
• first name / given name 名字
surname / family name / last name 姓
• full name 全名
8
Clerk（人员）
• general manager（总经理） • assistant general manager（
副总经理） • department manager（部门经
理） • assistant manager（大堂副理) • supervisor(主管）
captain（行李房领班） • doorman(门童）
bellman / bellboy （行李员） 9
Clerk（人员）
• operator（总机，接线员） receptionist（接待员）
• cashier（收银员） • roommaid / room attendant（客
房服务员） • repairman（维修工） • waiter / waitress （餐厅男、女服
务员） • cook （厨师） chef （大厨） • barman / bartender （酒吧服务员 10
）
4.Reservation / booking （预定）
• Sentences（句子）: • 1）May I help you? 您需要帮忙吗？ • 2）For what dates? / For how long? • 您要订哪一天的房？/ 要住几天？ • 3）How long do you want to stay here? • 您要住几天？ • 4）Do you want a single room or • a double room? • 您要单人房还是大床房？
4
2.Months ，week & weather
• January 一月 March 三月
February 二月 April 四月
• May 五月 July 七月
June 六月 August 八月
• September 九月 November 十一月
October 十月 December 十二月
• 英语中人名的顺序为 “名字+姓氏”
• name and initials姓名缩写
• 如：Brown T.E.
•
Yi Jianlian 缩写为 JL Yi
2
英语中常用的称呼语
1）对男士的称呼，常用 Mr.加上姓氏, 如：对John Brown 先生应称为 Mr.Brown（布朗先生）
2）对女士的称呼，常用Mrs. Miss 或 Ms. 对不同的对象应使用 不同的称呼： 对已婚女性用Mrs.+其丈夫的姓 如：Mrs. Brown（布朗夫人） 对未婚女性用Miss +姓氏 如：Miss Brown（布朗小姐） 对婚姻状况不明的女性用Ms.+姓氏 如：Ms.Brown（布朗女 士）
11
•
• 5)-What kind of room would you like?
• 您想要什么房间？ • -A standard room.（标准间） • （A twin-bed room 双床间 / A single
room单人间 / A double room 大床间/ A suite 套房） • 6）For a single room the price would be 35 dollars.
• 抱歉，先生。我们没有空房间了。 • 8) For how many ,please? • 你们有几个人呢？ • 9) I’d like to confirm your
• weekday 平日---- weekend 周末 • -- What day is today? 今天星期几？ • -- Today is Thursday.
6
Weather（天气）
--What’s the weather like today? 今天天气怎么样？
--It’s fine today.今天天气不错 (sunny 晴朗的, rainy 有雨, windy 刮风, snowy 下雪, foggy 有雾) It’s warm . 暖和( hot 炎热, cool 凉爽, cold 寒冷)
7
3.Hotels(酒店）departments （部门） and clerks（人 员 ）
• hotel（酒店）, inn, guest house（旅馆 ）
• Front desk / office（前台，总台） • Housekeeping Department • （客房部） • Food & Beverage Department • （餐饮部） • lobby 大堂 restaurant 餐厅
• 单人间的价格是35美元。
• The room rate is 518 yuan pernight include two breakfast.
12
• 房价是518元/晚，房价含两份早餐。
• 7）Sorry, sir，all rooms are taken. / we are fully booked now.
3
3)在不知道客人姓名时，男士称sir （ 先生），女士称madam或 Ma’am（女 士）
For Example: 1) Good morning ,sir /madam. 2) Nice to see you, Mr. Wang. 3) I’m sorry, Ms. Smith. 4) Good-bye, Mrs. White. 5) This way, please ,sir.
• -- What’s the date today? 今天几号？
• -- Aug. 17th Day
Oct. 1 = National
•
（国庆节）
5
Week 星期的表达
• Monday 星期一 Tuesday 星期二 Wednesday 星期三 Thursday 星期四
• Friday 星期五 Saturday 星期六 Sunday 星期日
•
Ruising.Butterfly hotel
1
Everyday English(常用表 达)
1.Addressing（称呼）
• first name / given name 名字
surname / family name / last name 姓
• full name 全名
8
Clerk（人员）
• general manager（总经理） • assistant general manager（
副总经理） • department manager（部门经
理） • assistant manager（大堂副理) • supervisor(主管）
captain（行李房领班） • doorman(门童）
bellman / bellboy （行李员） 9
Clerk（人员）
• operator（总机，接线员） receptionist（接待员）
• cashier（收银员） • roommaid / room attendant（客
房服务员） • repairman（维修工） • waiter / waitress （餐厅男、女服
务员） • cook （厨师） chef （大厨） • barman / bartender （酒吧服务员 10
）
4.Reservation / booking （预定）
• Sentences（句子）: • 1）May I help you? 您需要帮忙吗？ • 2）For what dates? / For how long? • 您要订哪一天的房？/ 要住几天？ • 3）How long do you want to stay here? • 您要住几天？ • 4）Do you want a single room or • a double room? • 您要单人房还是大床房？
4
2.Months ，week & weather
• January 一月 March 三月
February 二月 April 四月
• May 五月 July 七月
June 六月 August 八月
• September 九月 November 十一月
October 十月 December 十二月
• 英语中人名的顺序为 “名字+姓氏”
• name and initials姓名缩写
• 如：Brown T.E.
•
Yi Jianlian 缩写为 JL Yi
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英语中常用的称呼语
1）对男士的称呼，常用 Mr.加上姓氏, 如：对John Brown 先生应称为 Mr.Brown（布朗先生）
2）对女士的称呼，常用Mrs. Miss 或 Ms. 对不同的对象应使用 不同的称呼： 对已婚女性用Mrs.+其丈夫的姓 如：Mrs. Brown（布朗夫人） 对未婚女性用Miss +姓氏 如：Miss Brown（布朗小姐） 对婚姻状况不明的女性用Ms.+姓氏 如：Ms.Brown（布朗女 士）
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•
• 5)-What kind of room would you like?
• 您想要什么房间？ • -A standard room.（标准间） • （A twin-bed room 双床间 / A single
room单人间 / A double room 大床间/ A suite 套房） • 6）For a single room the price would be 35 dollars.
• 抱歉，先生。我们没有空房间了。 • 8) For how many ,please? • 你们有几个人呢？ • 9) I’d like to confirm your
• weekday 平日---- weekend 周末 • -- What day is today? 今天星期几？ • -- Today is Thursday.
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Weather（天气）
--What’s the weather like today? 今天天气怎么样？
--It’s fine today.今天天气不错 (sunny 晴朗的, rainy 有雨, windy 刮风, snowy 下雪, foggy 有雾) It’s warm . 暖和( hot 炎热, cool 凉爽, cold 寒冷)
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3.Hotels(酒店）departments （部门） and clerks（人 员 ）
• hotel（酒店）, inn, guest house（旅馆 ）
• Front desk / office（前台，总台） • Housekeeping Department • （客房部） • Food & Beverage Department • （餐饮部） • lobby 大堂 restaurant 餐厅
• 单人间的价格是35美元。
• The room rate is 518 yuan pernight include two breakfast.
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• 房价是518元/晚，房价含两份早餐。
• 7）Sorry, sir，all rooms are taken. / we are fully booked now.
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3)在不知道客人姓名时，男士称sir （ 先生），女士称madam或 Ma’am（女 士）
For Example: 1) Good morning ,sir /madam. 2) Nice to see you, Mr. Wang. 3) I’m sorry, Ms. Smith. 4) Good-bye, Mrs. White. 5) This way, please ,sir.
• -- What’s the date today? 今天几号？
• -- Aug. 17th Day
Oct. 1 = National
•
（国庆节）
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Week 星期的表达
• Monday 星期一 Tuesday 星期二 Wednesday 星期三 Thursday 星期四
• Friday 星期五 Saturday 星期六 Sunday 星期日