饭店服务英语unit1-2 Reception
《餐饮服务英语一》课件
English is the international language of catering and hospitality, making it essential for professionals in the industry to have expertise in English to communicate with customers from different parts of the world
Would you like to split the check? (Do you want to bill separately?)
04
English situational dialogue on catering services
Hale Waihona Puke Collecting payment from the customer
Waiter/Waitress
A place where customers can wash their hands and use the toilet
Restroom
A person responsible for taking payment from customers
Cashier
Reservation
Handling any complaints or issues that may arise
Offering a receipt or invoice to the customer for their payment
《饭店服务英语》课件——模块二 客房服务中心
Room Center Serviu give the answers to them ?
1. What do you think a hotel should provide to the guest? 2. Why are entertainment facilities important for a hotel? 3. If you are in charge of the improvement of the
Ⅵ. Translation
1) 我打电话来是想问问你能不能帮个忙。 2) 如果前台允许的话，我们会为你加一张床的。 3) 您的黑色衬衣掉了一颗扣子，我会帮您缝上的。 4) 我们提供快速洗衣服务，不过需要加收50%的费用。 5) 我们马上派人把快速洗衣单送过去。
Check up
1. I am calling to ask if you could do me a favor? 2. I’ll get you an extra bed with their permission. 3. There is one button missing on your black shirt, I will help you
加急服务程序
Ⅰ. 词汇
juice [dʒu:s] n. 果汁 mineral ['minərəl] a. 矿物的 mini-bar ['mini- bɑ:] n. 小冰箱 send [send] vt. 派 fast [fɑ:st] a. 快速的 dry-cleaned [drai- kli:nd] vt. 干洗 iron ['aiən] n. 铁，熨斗v. 熨，烫衣服vt. 熨烫 button ['bʌtn] n. 钮扣 mend [mend] v. 修补 deliver [di'livə] v. 递送，交付 emergency [i'mə:dʒnsi] a. 紧急的 express [iks'pres] n. 快递
饭店服务英语
《饭店服务英语》教学大纲（旅游英语专业三年适用）一、课程的性质和目的（一）课程性质《饭店服务英语》是高等职业教育旅游服务类涉外旅游专业酒店管理方向的必修课程。
在涉外酒店管理专业中，本课是实用性较强的课程。
本课程介绍了在酒店业和餐饮业各种场景中的英语知识，并提供练习，帮助学生训练在涉外酒店工作中运用英语的各种技能。
（二）课程的总体教学目的和要求通过本课程的学习，使学生不仅能进一步提高英语基本能力，而且能系统地掌握有关酒店专业的基本知识和服务技能，体现较强的专业实用价值。
在学生已有的英语基础上，继续培养较强的旅游接待服务的听说和自我表达能力。
同时涵盖了英语运用于服务业的各项主要功能，如核实资料、给客人指路、介绍餐饮、提供建议、向客人致歉、了解两种语言文化差异，等等。
同时，在教学中注意加强实践环节，核对学生基本技能的训练和培养，学以致用，以符合高等职业教育应用型人才的培养目标。
二、课程内容本课程根据行业企业发展需要和完成职业岗位实际工作任务所需要的知识、能力和素质要求，以及学生可持续发展的需要选取教学内容。
本课程选用由肖璇主编，世界图书出版社出版的《现代酒店英语实务教程》以及由李秀斌主编，世界图书出版社出版的《现代餐饮英语实务教程》为基本教材。
参考教材为：《朗文现代酒店业英语》，外语教学与研究出版社出版。
课程以饭店的各个主要部分来划分，分为四大讲，它们分别是：饭店前厅部、饭店客房部、饭店餐饮部、饭店康乐健身部、以及饭店其它部门的服务，其中每大讲下面又包含了几个章节，如饭店的前厅部就包括了前厅预定服务、前台接待服务、前台问讯服务、大堂副理服务、前台结账服务以及前厅礼宾服务等几个章节。
三、理论教学内容总学时：64学时（一）CONCLUSIONPart I: A Brief introduction to HotelsPart II: Hotel ServicesChapter 1 Front DeskUnit 1 About Front DeskUnit 2 Room ReservationUnit 3 ReceptionUnit 4 ComplaintUnit 5 Check-OutChapter 2 HousekeepingUnit 1 About HousekeepingUnit 2 Showing the RoomUnit 3 Cleaning the RoomUnit 4 Laundry ServiceUnit 5 Room ServiceUnit 6 Other Housekeeping ServicesUnit 7 EmergencyChapter 3 Other ServiceUnit 1 TelephoneUnit 2 At the Recreation Center（二）Business CenterUnit 1 Secretarial ServicesUnit 2 Taking OrdersUnit 3 Convention ServiceUnit 4 Ticket Service（三）Restaurant ServicePart I Basic Knowledge of Food & Beverage IndustryChapter 1 Brief Introduction of Food & Beverage IndustryChapter 2 Basic Knowledge of Food & Beverage IndustryPart II KitchenPart III Food & Beverage ServiceChapter 1 ReservationChapter 2 Greeting & FarewellChapter 3 Taking OrdersChapter 4 Beverage ServiceChapter 5 Serving at the DinnerChapter 6 Banquet ServiceChapter 7 Bar ServiceChapter 8 Setting the BillChapter 9 Handling ComplaintsPart IV Special Restaurants三、实践教学内容课内实践教学设计课内实践活动主要由课内模拟情景对话组成，实践教学时数为24学时。
饭店英语
Unit one room reservationWord referencethe Front Desk 前台the Reception 接待处peak season 旺季slack season 淡季earnest n. 定金notification n.通知，告知Sales Department 销售部confirmation n. 确认tendency n. 趋势，趋向convenience n. 方便，便利Room Reservation Department 客房预订部Words and expressionsreservation n. 预定receptionist n.接待员，传达员suite: n. 套房，随员occupancy n. 占有cancellation n. 取消Deluxe suites n. 豪华套房a double room 双人间reservation record 预定记录Sheraton Hotel 喜来登酒店A: Reservation. ___________?B: Y es. I’d like to book a room for my friends, the Browns.A: _____________________________?B: A double room with ________. _______________?A: 200 yuan a night. ____________________?B: 8 days.A: _______________ ?B: On Sunday this weekend, that is July 1st.A: __________________?B: Y es, it’s 87653216.A: 87653216, _______________?B: That’s right. Thank you.A: ____________________ .A: Reservation. Can I help you?B: Yes. I’d like to book a room for my friends, the Browns.A: What kind of room would you like?B: A double room with breakfast. What is the rate for that?A: 200 yuan a night. For how long?B: 8 days.A: When will you arrive?B: On Sunday this weekend, that is July 1st.A: May I know your phone number?B: Yes, it’s 87653216.A: 87653216, am I correct?B: That’s right. Thank you.A: Not at all. We are looking forward to serving you.1)我想预定两个豪华套间、五个双人间及十个单间。
饭店服务英语（共5则）
饭店服务英语（共5则）第一篇：饭店服务英语饭店服务英语（上）复习提要一、复习范围1．《饭店服务英语》教材的第一、第二、第三（Part I , Part II , Part III）共三个部分，29个单元。
2．由省电大印发的教学大纲和期末复习指导材料。
3．日常英语口语练习，如谈天气、学校、家庭、旅游、爱好、工作、友谊、理想等等。
二、复习方式1．从语音开始，严格检查自己的语音、语调是否正确，在教师的指导下，逐个纠正错误的发音，达到基本通过“语音关”。
2．高声朗读所学课文。
先正确拼读每一个生词，熟练掌握所学短语、句型，在课文朗读中检查自己的语音、语调及朗读技巧，改正自己不正确的朗读习惯，使朗读能力达到正确、流畅。
3．熟悉教材每一部分的具体内容，可就每一单元进行分组练习，互相问答，达到熟练掌握教材内容的目的。
4．在掌握内容的基础上，进一步做到灵活运用。
可分组进行表演，各自扮演guest,doorman, housekeeper 或waiter, 在实践中检查运用所学内容的能力。
5．围绕考试题形，在教师指导下进行摸拟考试，找出不足之处，反复练习。
通过反复训练，不仅达到考试及格的目的，也为下一学期的口语学习打下基础。
三、复习要点Part 1 Courtesies第一部分礼貌用语第一单元：问侯用语。
包括打招呼、表示欢迎。
第二单元：介绍。
这一部分内容是西方人在介绍人们相互认识是通常的程序及方式。
第三单元：再见、告别。
包括对服务对象离开饭店时表示再度光临的固定用语。
第四单元：提出请求和对请求的答复。
这一部分以服务对象所用提出请求的用语为主，也包括服务员对此请求的答复。
第五单元：致谢和对别人致谢的答复。
第六单元：表示歉意。
在此单元内以对服务不周的致歉为主，也包括在别人致歉时的答复。
第七单元：问路。
包括问路和给别人指路的表达方法。
第八单元：询问时间和日期。
包括钟点、日期和预定票等用语。
Part 2 Front Desk Service第二部分总台服务第九单元：预订。
饭店服务英语U1Lesson1 Individual Reservation(2) Plan
Unit1 The Reservation DepartmentLesson1 Individual Reservation(2) Plan教师：学科：饭店服务英语班级：1828班上课时间：2018年9月10日上午3、4节课时：2I. Teaching AimsKnowledge：Name different room types in EnglishAbility：1．Know how to reserve rooms for guests2．Know how to revise and cancel reservationAffective：II. 教学重点1、电话预定2、服务人员在预定过程中的引领作用III. 教学难点词汇的综合运用。
IV. 教学方法课堂讲授、课堂讨论、案例分析；多媒体教学：有文字、图片、音像、调查研究；启发式教学方法：课堂提问、引导学生思考；师生互动。
V. 教具课件、实物、图片VI. 教学过程1、告知（教学内容、目的）简述本次课教学内容：Individual reservation2、Leading- inSituational Dialogue : The Jason is planning a trip to Shanghai with his family next week. So he called Shangri-La Hotel and the reservation department answered the phone.3、Individual reservation①听录音，跟读对话②学习新的词汇和语句③两人一组对话练习VII.HomeworkP2-3 Role—playVIII.Reflection。
饭店服务实用英语
《饭店服务实用英语》PartⅠFront Office Service前厅服务?Unit1Room Reservation房间预订Key Words（重点词汇）Receptionist接待员Reserve预订Apartment公寓房间room rate房间价格convenient方便的book预订guarantee担保，保证requirement要求operator话务员Takemessage替……留言Leave message留言Outside line外线Dial tone拨号音Country code国家代码Areascode电话区号IDD(International Direct Dial)长途直拨电拨电话DDD(Domestic Direct Dial)国际长途直拨电话information office问讯处receptionoffice接待室hotel register旅客登记簿registration form登记表manager经理attendant服务员office clerk值班服务员waiter（餐厅）服务员waitress（餐厅）女服务员underyour name以您的名义，在您的名下Useful Expressions（实用表达）Offering Help1)What canI help you,please?2)May I help you,please?3)Is there something I can do for you,sir/Madam? Reservationrequirements1)Are thereany rooms available?2)I want/would like to reservea single room with bath and a fine view.3)I want/would like to reversea room for onenight.4)I want/would like to reservea room from5th April to9th April.Giving Information about Roomsand Room Rates1)Wehave many types of rooms,suchas…2)What kind of room do you want to reserve?3)What rate do you prefer?4)Wecan give/offer you30%off/30%discountat weekends.5)We will give/offer you20%off/20%discount for the group reservation.Accepting a Reservation1)For how long will you stay in our hotel?/How long will you be staying in our hotel?2)Westill haverooms available which meetyour requirements.3)In whosenamewill you reserve?4)I will confirm your reservationinformation.5)Welook forward to your arrival/coming/seeingyou soon.6)Weare expectingyour arrival.Refusinga reservation1)I am sorry.No rooms are available.2)Sorry,Miss Clinton.All the standardrooms havebeenfully booked on the day you plannedto come.3)I am sorry.All the standardrooms havebeenfully booked.What about suite rooms?Revising a Reservation1)Sorry,dueto…，I haveto cancelthe reservationmadein your hotel.2)I want/would like to revise/changemy reservationinformation.3)How would you like to revise/changeit?4)I want/would like to changethe reservationdate?Room types（房型）单人间：Single Room双人间：Double Room大床间：King Size&QueenSize Room标准间：StandardRoom标准间单人住：TSU(Twin for Sole Use)三人间：Triple Room四人间：Quad Room套间：Suite公寓：Apartment别墅：Villa按级别分：经济间Economic Room普通间StandardRoom高级间Superior Room豪华间Deluxe Room商务标间BusinessRoom行政标间Executive Room行政楼层Executive Floor不限房型Run of the House无烟标准间Non Smoking残疾人客房HandicappedRoom带厨房客房Room with Kitchen相邻房Adjoining Room按朝向分:朝街房Front View Room背街房RearView Room城景房City View Room园景房GardenView Room海景房SeaView Room湖景房Lake View RoomUnit2Check-in Service登记入住Key Words（重点词汇）?register['red?ist?]v.登记?passport['pɑ:sp?:t]n.护照?pay[pei]v.支付?check[t?ek]n.支票?receipt[ri'si:t]n.收据?sign[sain]v.签?bellboy['belb?i]n.行李员?luggage['l?gid?]n.行李?brochure['br?u??]n.小册子?deposit[di'p?zit]n.定金?departure[di'pɑ:t??]n.出发Useful Expressions（实用表达）?Greeting guestsand getting information about reservation?1)Good afternoon,sir.What canI do for you??2)Do you havea reservationwith our hotel??3)In whosenamewas the reservationmade??4)Wait a moment,please.I’ll checkour reservationrecordfor you.?5)Your reservation was made by phone and it is guaranteedby credit card.?Registering guests1)May I haveyour passportto fill out the registration form for you??2)Pleasesign your namehere,sir/madam.?Advanceinformation on payment?1)You needto pay a$1000deposit,sir/madam.?2)A$1000deposit is required to be paid in advance,sir/madam.?3)How would you like to pay(your deposit),sir/madam?In cash,bycredit card,or by check??4)Your check is unlimited,pleasesign your namehere,write down the nameof your company and the phone number of the finance department in your company.?5)Pleasekeepyour receipt for the check-out,sir/madam.Useful Expressions（实用表达）?Giving guestskey cards to rooms?1)Your key card and breakfast vouchers are all in this envelope,your room is0302.?2)The breakfasttime is from6:30a.mto10:00a.m.?3)Our bellboy will help you with your luggage and show you to your room.?Wishes?1)Hope you’ll enjoy your staywith us.?2)Wish you a wonderful time here.Unit3Other ServicesRegarding Reception Desk其它有关前台服务?Main Points（知识要点）?※Proceduresof extendingthe stay for a guest?延住服务程序?※Proceduresof changing the room for a guest?换房服务程序?※Proceduresof receiving visitors?接待访客服务程序Key Words（重点词汇）?extend[iks'tend]v.延伸?extension[iks'ten??n]n.延长?transfer[tr?ns'f?:]v.转移?signature['signit??]n.签名?attendant[?'tend?nt]n.服务员Useful expressions（实用表达）?Extending the stay?1)Thereis somechangein my plan.?2)I am wondering if I canextendthe stay??3)I needto stayherefor threemore days.?4)Please wait a minute,Mr.Green,I need to check the reservation recordsfirst.?5)Here are the extensionform anddeposit receipt.?6)You needto pay more asa depositfor extendingyour stay.?Changing the room1)There is something wrong with my bed,can I change to another room?2)Would you mind waiting for a minute,I’ll send someonethere rightaway for a check for you.3)Would you mind transferring to a standardroom on the5th floor?4)The room is similar to the one you arestaying in.s orry for the inconveniencecausedfor you.5)I’ｍ?Receivingvisitors?1)They areexpecting me in their rooms.?2)Would you pleasecompletethis visiting card??3)Pleaseshow the visiting card to the floor attendant?4)Have fun with your friends.Unit4ConciergeService礼宾服务Main Points（知识要点）?※The way to welcome and bid farewell to guests?迎客和送客方式?※Serviceof delivering luggagefor guests?为客人运送行李服务?※Showing gueststo rooms?引领服务?※Introducing facilities and servicesavailable in the hotel?介绍酒店设施和服务Key Words（重点词汇）?doorman['d?:m?n]n.门童?suitcase['sju:tkeis]n.手提箱?elevator['eliveit?]n.电梯?corridor['k?rid?:]n.走廊?carpet['kɑ:pit]n.地毯?rack[r?k]n.行李架?switch[swit?]n.开关?ceiling['si:li?]n.天花板?lamp[l?mp]n.台灯?wardrobe['w?:dr?ub]n.衣柜?hanger['h???]n.挂?laundry['l?:ndri]n.洗衣店，要洗的衣服?instruction[in'str?k??n]n.使用说明Useful Expressions（实用表达）?Greeting guests?1)Welcometo Friendship Hotel.?2)Do you haveany luggage??3)I’ll takecareof your suitcases,?4)This way,please.The receptiondesk is right ahead/over there. ?Helping guestswith their luggageand showing the way1)Shall I help you with your luggage?2)How many piecesof luggagehave you got/do you have？3)This way,please.We need to take the elevator to go to the3rd floor.?Introducing the room facilities and the hotel service1)Pleaseallow me to show you the room,sir.2)Here is the light switch,and this is the remote control for TV/air-conditioning.3)This is the brochure aboutour hotel services4)Do you want me to demonstratethe way of using it,sir??Bidding farewell1)Shall I arrangea taxi for you,sir?2)Here is your taxi,pleaseget in.3)Have a nice trip.Unit5总机服务opetator?Main Points（知识要点）?※Proceduresof wake-up calls?叫早服务程序?※Three ways of wake-up calls?三种叫早服务方式?※Answer inquiries about long distancecalls?解答关于长途电话咨询服务?※The way to takemassages for guests?留言服务Key Words（重点词汇）?operator['?p?reit?]n.操作员，话务员?wake[weik]v.叫醒，醒来?useful['ju:sful]a.有用的?Singapore[,si?g?'p?:]n.新加坡?assist[?'sist]v.协助?response[ris'p?ns]n.反应，响应?ensure[in'?u?]v.保证，担保Useful expressions（实用表达）?Wake-up calls?1)At what time??2)Pleasedial your new wake-up time.The computer will cancel the old time.?3)I’ll wake you up at6:30a.m.tomorrow morning by knocking on your door.?Phonecall?1)To which country,please??2)Would you like a pay call or a person-to-personcall??3)I’ll put you through.Pleasehold on.?4)May I have the areacodeandthe phone number??5)I’ｍafraid you got a wrong number.?6)Shall I connectyou with the international operator??Taking a message?1)I’ｍafraid there is no response.Can I take a message,please?Or you can call later.?2)I’ll passyour message to Mr.Green.3)Would you mind leaving your telephonenumber?Unit6Information Desk咨询台?Main Points（知识要点）?※The way to give directions?指路服务?※Provide shopping information?提供购物信息?※Answer inquiries about transportation?回答交通咨询Key Words（重点词汇）?appreciate[?'pri:?ieit]v.感激?hesitate['heziteit]v.犹豫，迟疑?post[p??st]n.柱子?vase[vɑ:z]n.花瓶?jewelry['d?u:?lri]n.珠宝?feature['fi:t??]n.特色?transportation[,tr?nsp?:'tei??n]n.运输，运输工具?consultation[,k?ns?l'tei??n]n.咨询?maximum['m?ksim?m]a.最高的，最大极限的Useful Expressions（实用表达）?Giving directions1)How will you comehere,madam?2)I’ll tell/show you the way to our hotel.3)I’ll tell/show you how to come here/get there.4)Drive straight along the road,turn left at the second traffic lights,you’ll seeour hotel on the right.5)Go straight and then take the left turn at the next corner,you’ll seeit just in front of you.?Shopping information?1)There area greatvariety of goodsthere.?2)There areso many you canchoosefrom.?Transportation information1)There are two busesgoing to the GreatWall every day.2)How long doesit take to get to the GreatWall？3)It usually takesyou two hours.4)Do you needusto book you tickets?Unit7Check out结帐服务?Main Points（知识要点）?※Proceduresof helping guestswith their foreign currencyexchange ?外币兑换服务程序?※Proceduresof providing check-out service?退房服务程序?※Waysof bidding farewell?送别方式Key Words（重点词汇）?memo['mem?u]n.备忘录?save[seiv]v.保存?refund[ri:'f?nd]v.偿还?handling['h?ndli?]n.处理?luggagehandling.行李寄存Useful Expressions（实用表达）?Foreign Currency Exchange?1)CanI exchangeforeign currency for RMB here??2)What kind of currencyhaveyou got??3)What’ｓt he exchangerate today??4)One hundred US dollars are equal to750yuan RMB at today's exchangerate.?5)How much would you like to exchange??6)How would you like your money??7)Pleasecheck them andkeepthe memo.8)What for??Check-out?1)I'm leaving today,would like to check out now.2)Your name,room number andyour key card,please?3)Did you consumeany thing in your room??4)We'll refund you$335,and hereis the receipt.5)Would you like me to contact the Concierge to help you with your luggage??6)Look forward to seeingyou again.?7)Have a nice trip.?8)Fly safe.1.假设你是上海金茂酒店的预订员简?接到了一位客户从大连打来的电话,他将一个人驾车来上海休闲旅游(leisure travel),要预订一间豪华单人间,并先用信用卡保证预订(credit card guaranteed reservation)?请你和你的同学模拟对话中的角色,准备对话,然后在班上进行口头表演?J:?Room Reservation.Can I help you?S:?Yes,I am calling from Dalian City.I will make a leisure travel to Shanghai next week.So I want to book a room at your hotel.wonderful.What datesdo you needthe room?/For which date/For when,please? J:?That’ｓS:?From September9th.J:?how long will you be staying?/For how many nights?S:?For two nights.J:?How many guests will there be in your party?S:?Just my wife and myself.J:?What type/kind of room would you prefer?A single or a double?S:?A single,please.J:?Could you hold the line,please.I’ll check the list…Thank you for waiting,sir.We have a single room at RMB150and another at RMB180.Which one would you prefer?S:?I’ｄl ike to take the RMB180.J:?May I have a credit card to guaranteethis booking/Do you wish to guarantee the room? S:?Yes,I need to.J:?Will that be your credit card or will you pay in advance?S:?My credit card,please.J:?May I know the type of card and the number?Visa.The card number is4635111033345566,expiration date is Dec.10th,2010. S:?Yes,it’ｓAnd my name is Stephen Nobel.J:?Thanks.Mr.Nobel.Let me just confirm your booking.One single room from September9th to September,in name of Mr.Stephen Nobel.The rate for the room is RMB180 per night.This is a guaranteed to your Visa Card.Your credit number is4635111033345566. Am I correct?correct.Thank you for your help.Goodbye.S:?Yes,that’ｓJ:?Goodbye.We are always at your service.2.假如你是一家电器公司的经理,你们公司打算在12月22日在北京举办庆祝公司成立十周年的会议,会后打算下榻上海金茂酒店,先致电金茂酒店预订部,要求订50间标准双人房,10间豪华双人房,2间套房,时间从12月22日至25日,共4天?请你和你的同学模拟对话中的角色,准备对话,然后在班上进行口头表演?J:?Good morning.Reservations,Janespeaking.May I help you?S:Good morning.This is Stephen Nobel from Dalian Electrical Company.Our company is going to give an anniversary in Beijing on December22nd.Pleasereserve50standard double room,10deluxe double room,2suites.J:?For when,please?S:?Four nights.From December22nd through December25th.J:?Please hold the line one moment.I see your company has an arrangement with this hotel for all types of room.We will give you adiscount at30%.S:?OK.That’ll be fine.J:?What time will you be arriving?S:?We will arrive at2,00p.m.on December22nd.J:?OK.We will make a perfect arrangement for your company.S:?Thank you very much.Seeyou.J:?Goodbye.6.行李员杰克正在帮一位女顾客搬运行李,陪着她把行李拿到房间,并向她介绍客房内的设施?请你和你的同学准备该对话,并在班上表演?J:Excuse me,madam.I’ｍthe bellman.Do you needany help?M:Yes.Can you show me where to deposit my valuable?J:Sure.This way,please.The cashier desk is just over there.(The cashier is helping the guest with the deposit of valuable.)M:Pleasekeep the receipt.Now shall I escort you to your room with your baggage?it?J:Your room is on the fifth floor,isn’ｔright.M:Yes.that’ｓJ:This way to the elevator,please.Let me take your suitcase.M:Good.It is facing a beautiful garden.J:Can I put the suitcase here,madam?M:Thank you.May I ask where the dining hall is?J:We have two dinning halls on the third floor and the ninth floor respectively.The former servesChinese food,and the latter western-styled cooking.M:Good.Pretty convenient.Thank you for the information.J:You are welcome,sir.I hope you’ll enjoy your stay here.。
《饭店服务英语》教学辅导2(UnitTwo).ppt
Registration Forms
• Registration Form of Residence for Domestic Guests • Registration Form of Temporary Residence for Visitors • Registration Form of Residence for Group
Check the reservation list
• Do you have a reservation?/ You do make a reservation.
Fill in the registration form
• Would you please fill in this reservation?
教学重难点
• 教学重点：
熟悉关于前台接待的短语和交际用语 能够看懂与此相关的对话
• 教学难点：
能够熟练的使用文中的交际用语，进行现场演练 能够翻译与此相关的文章
教学方法
• 1.运用网络媒体及自建网上资源。 • 2.自主学习，以作业练习预习、巩固所学知识。 • 3.结合书本文字、网络视频教学，理解、领会并 掌握知识要点。 注：可观看美剧《巴比伦饭店》 /programs/view/uWkEzw b8v8s/?tpa=dW5pb25faWQ9MTAzMDkzXzEw MDAwMl8wMV8wMQ
Task : • Listen to Dialogue 1(P16-17) • Study (Explain) some important words and expressions, then translate some sentences.
language Points
1. Would you please fill out this registration form? What should I fill in under Room Number? fill in & fill out 填写,填补 E.g. You need to fill in each blank till you fill out the form.
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Leading-in
The Front Desk is the window and nerve center of a hotel where guests will be registered and assigned rooms, luggage handled, information provided and checkouts processed.
Step 2
Ask the guest whether he or she has a reservation with the hotel. a. Have you made a reservation, sir? b. Under whose name was it made? c. How did you make the reservation, by fax or telephone? d. Did you reconfirm the booking? e. Sorry, there isn’t any room available; would you like us to try another hotel for you, sir?
Words for This unit
tour leader [n.领队] Clerk [n.书记员；办事员] Schedule [n.时间表,时刻表] check-out time [n.结帐时间] morning call [n.叫醒电话] Notify [vt.通知,告知;报告] Deposit [n.定金] Extra [adj.额外的；外加的] hotel voucher/coupon [n.优惠券,礼券] Inconvenience [n.不方便] Cashier [n.出纳员] incidental charge [n.杂费] Extend [v.延长,扩大]
The Duties of a Receptionist
1 2 3 4 5 6 7 8 9 check send confirm check in prepare answer deal with take put through a) guests b) records c) calls d) enquiries e) the telephone f) bookings g) reservations h) bills I) faxes and emails
(The receptionist checks the list. ) Could I see your passports, please? (Checking the passports and giving them back) Thank you, air. And would you mind filling in the registration form? B: I'll take care of it. (Filling out the from) Here you re. Is it all right? R: Yes, thanks. How are you going to pay, in cash or by credit card? B: Could I pay with travellers checks? R: Certainly. Here's the key to Room 908 and your room cards. Please keep them. And the bellman will show you up. Have a nice evening, air. And enjoy your stay. B: Thank you.
行：晚上好，先生、太太，欢迎光临。 贝罗先生（贝）：谢谢，晚上好。 行：（打开车尾行李箱，取出行李，看了一下行李标签上的姓名。）贝罗 先生，我是行李员。您一共带了四件行李，是不是？ 贝：是的。 （门卫为他们拉开门。） 行：接待处就在前面，两位先请。 接待员（接）：（在接待处）晚上好，先生。我能为您做些什么？ 贝：三个星期前我预订了一间英式套房。我叫亨利•贝罗。 接：请稍候，贝罗先生。我查一下到客单。（接待员查看到客单。） 接：我能看一下你们的护照吗？（看好护照交还贝罗）谢谢，先生。请填 一下住宿登记表。 贝：我来填吧。（填好表）给，这样填行吗？ 接：行，谢谢，您打算怎样付款，用现金还是用信用卡？ 贝：我能用旅行支票付款吗？ 接：当然可以。这是９０８房间的钥匙和两位的房卡，请妥善保管。行李 员会带你们上去的。希望两位在这儿过得愉快。 贝：谢谢。
Revision: Make a dialogue
In this unit: You Are Required to…
Get familiar with the terms and useful phrases in reception. Use sentence patterns skillfully in working situations. Make situational dialogues fluently. Grasp some knowledge about reception.
Step 3
Find out the reservation in the computer for confirmation.
a. Just a moment, sir. Let me look through our reservation list/record? b. Thank you for your waiting, sir. c. Sorry, we don’t have a record of your reservation. d. Yes, we do have a reservation for you. e. Wait a minute, please. I’ll check the registration record.
Li: Good afternoon, Grand Hyatt Beijing, room reservation. May I help you? Brown: Yes, I’d like to reserve a room from 20th to 22nd of April. Li: Please wait a moment. I’ll check our rooms available for these days. Thank you for waiting, sir. What type of room would you like? Brown: A double room. What’s the room rate per night? Li: 138 US Dollars. Will that be all right? Brown: Yes, that will be fine. Thank you.
Ask the guest to show his identification.
Ask the guest to fill in the registration list. Ask the guest how to make the payment. Give the room key card to the guest. Call the bellman. Extend best wishes.
Hale Waihona Puke Words for This unit
Receptionist [n.接待员] deal with [v.应付；处理] Procedure [n.(做事情的)步骤] in advance [提前,预先] Arrange [vt.筹备;安排] Registration [n.登记,注册] According to [按照；根据] Settle [vi.安家；解决] Automatically [adv.不经思索，自动地] Serve [vt.招待(顾客等)；服务； 端上(饭菜等)] Vacant [a.空的;未被占用的] book you into [为你预订……] walking distance [n.步行距离]
Revision: Make a dialogue
Li: With pleasure! May I have your name and your telephone number? Brown: Sure. my name is George Brown and my telephone number is 0044－0246－ 720598. Li: Thank you, Mr. Brown. you’ve booked a double room from 20th to 22nd of April, and your telephone number is 0044－0246－ 720598. Brown: Yes, that’s right. Thank you. Li: I’m glad to serve you. We look forward to your arrival.
Bm: Good evening, air and madam. Welcome to our hotel. Mr. Bellow (B): Thanks. Good evening. Bm: (Opening the trunk, taking out the baggage and looking at the name on the baggage tags). I'm the bellman, Mr. Bellow. So you have got altogether four pieces of baggage? B: Yes. (The doorman opens the gate. ) Bm: The Reception Desk is straight ahead. After you, please. Receptionist (R): (At the Reception Desk) Good evening. What can I do for you, sir? B: I reserved a British suite three weeks ago. I'm Henry Bellow. R: Just a moment, please, Mr. Bellow. I'll check the arrival list.