饭店实用英语Practical English for Hotel Industry
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饭店实用英语scene-课件3.ppt
• In upscale establishments, a bell-man meets the guests as they step out of the car and escort them to their lofts. He takes the baggage to the guest’s room. The door man or door girl greets guests and shows them the way to the front desk. Private car transfer is available between the airport and the hotel. The airport representative is in charge of it.
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.
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.
Unit Eight《饭店实用英语》
• 5.liqueur:also called cordials in GB.It is a sweetened and flavored alcoholic beverage,useful in preventing indigestion after a large meal.They are usually made from fruits or plants,with an alcohol content ranging from 20 to 45 percent.
• 2.aperitifs:drinks taken before a meal;they can be divided into three categories:vermouths,bitters and aniseeds(茴香 酒).
• ger:a beer fermented at cool temperatures,another type of beer is ale,which is fermented at warm temperatures.Beers can also be classified into better,mild,lager and stout(浓烈黑啤酒).
• 6.pantry:a room where the supplies are stored.
Notes
• 7.aroma:the odors originating in the grape,bouquet,the odors from processing or aging.
• 8.Champagne:the sparking wines that produced in Champagne area in France.No other wines can be called Champagne.
• 2.aperitifs:drinks taken before a meal;they can be divided into three categories:vermouths,bitters and aniseeds(茴香 酒).
• ger:a beer fermented at cool temperatures,another type of beer is ale,which is fermented at warm temperatures.Beers can also be classified into better,mild,lager and stout(浓烈黑啤酒).
• 6.pantry:a room where the supplies are stored.
Notes
• 7.aroma:the odors originating in the grape,bouquet,the odors from processing or aging.
• 8.Champagne:the sparking wines that produced in Champagne area in France.No other wines can be called Champagne.
Unit Thirteen《饭店实用英语》
escape: an apparatus，such as a metal stairway，for escape from a building during a fire.
• 8. First aid kit: a small collection of medical supplies for emergency use.
• 10. The aim of offering first aid is to take care of the patient or the injured till the arrival of medical assistance.
• 3. security hotline: a direct telephone in a hotel，used at times of great difficulty or emergency，especially when violence takes place，or something valuable is stolen.
• 9. Preventing a false claim: Cashiers are responsible for all the money they take in or change. They are well informed about traveler's checks，credit cards，and cash. They should be able to recognize good checks from bad ones， real bank notes from forgeries，and real signatures from false signatures.
Notes
• 8. First aid kit: a small collection of medical supplies for emergency use.
• 10. The aim of offering first aid is to take care of the patient or the injured till the arrival of medical assistance.
• 3. security hotline: a direct telephone in a hotel，used at times of great difficulty or emergency，especially when violence takes place，or something valuable is stolen.
• 9. Preventing a false claim: Cashiers are responsible for all the money they take in or change. They are well informed about traveler's checks，credit cards，and cash. They should be able to recognize good checks from bad ones， real bank notes from forgeries，and real signatures from false signatures.
Notes
《酒店实用英语》课件
Confirming the reservation details with the guest (arrival
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and department dates, contact information)
Room reservation
• Issuing a confirmation letter or email to the guest
Room reservation
"Yes, we have a room available. Would you prefer a
double or two bed?"
"A double bed please. What is the check out time on Wednesday?"
"Check out time is noon. Do you require breakfast in the
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"Yes, please. I would like the full English breakfast."
Room service
• "Perfect, we will bring it to your room shortly. Do you need anything else?"
Room service
Apologies
If something goes wrong, express your Apologies using phrases like "I'm sorry for the inconvenience" or "We Apologize for the delay"
《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.
饭店实用英语听说教程PPT
Complaint handling
03
CHAPTER
Hotel Business English
Conference Services
Conference Services Introduction: Conference services are an important component of hotel business, providing a series of professional services including venue reservation, equipment rental, and tea break services.
Conduct full process monitoring of banquet services to ensure that all services meet customer requirements and handle unexpected issues in a timely manner.
Venue layout
Based on customer needs and budget, design a menu that fits the theme of the banquet, ensuring the quality and taste of the dishes.
Menu design
Menu presentation
Taking Orders
Beverage selection
After taking the customers' orders, the waiters should offer a variety of beverages and explain the options available They should also ask if there are any specific requests or preferences
Unit Four《饭店实用英语》
饭店实用英语
Unit Four
Words & Phrases
• Resolve v.to find an answer for,to settle解决 • Update v.to make information current,to bring up to date
更新 • Verify v.to make sure about检验，查证 • Authorize v.to approve核准，授权 • Discrepancy n.disagreement,difference差异 • Outstanding adj.欠付的 • Balance n.余额，结存 • Complimentary adj.免费的 • Transaction n.the exchange of merchandise property,or
• 10.guest cycle:a term used to describe Front Office operations from the moment of first contact with guests to the moment of departure.The guest cycle consists of four stages:pre arrival,arrival,occupancy,and departure.
• 9.room status report:a report that indicates the current status of rooms according to housekeeping designations,such as on change,out of order,and clean and ready for inspection.
Unit Four
Words & Phrases
• Resolve v.to find an answer for,to settle解决 • Update v.to make information current,to bring up to date
更新 • Verify v.to make sure about检验，查证 • Authorize v.to approve核准，授权 • Discrepancy n.disagreement,difference差异 • Outstanding adj.欠付的 • Balance n.余额，结存 • Complimentary adj.免费的 • Transaction n.the exchange of merchandise property,or
• 10.guest cycle:a term used to describe Front Office operations from the moment of first contact with guests to the moment of departure.The guest cycle consists of four stages:pre arrival,arrival,occupancy,and departure.
• 9.room status report:a report that indicates the current status of rooms according to housekeeping designations,such as on change,out of order,and clean and ready for inspection.
饭店实用英语scene 12
Ⅱ. Hotel Practical English
Ⅱ. Hotel Practical English
Dialogue 2
I'd Like to Have Some Lunch
(A: Hostess B: Guest)
• A: Gooorning. I'd like to have some lunch.
moment. Would you mind to wait for a while? • B: Certainly not. But how long do you think I’ll have to wait？
• A: Look at the table in the corner, sir. I guess it will be free in a minute.
• B: Excuse me. Where is the bathroom? I want to wash my hands first.
Ⅱ. Hotel Practical English
• A: It’s on the second floor. Go straight; you will see it on the right. • B: Thank you. • A: It’s my pleasure.
B: Yes.
A: Right this way, please.
B: Excuse me. I’m afraid my friends can’t find me. I want to wait for them in the lobby.
A: Don’t worry, Mr. Paul. When your friends come, I’ll show them to your room.
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1.3 Suggesting Alternative Accommodation
Scene: Mr. Johnson calls the Pine Hotel for reservation. But the hotel is fully booked for the large meeting. Then the receptionist Patter suggests an alternative tel is an establishment that provides paid lodging on a short-term basis. In the past, it provided basic accommodation consisting only of a room with a bed, a cupboard, a small table and a washstand. Now it has largely been replaced by rooms with modern facilities, including en-suite bathrooms and air conditioning or climate control. Additional common features found in hotel rooms are a telephone, an alarm clock, a television, a safe, a mini-bar with snack foods and drinks, and facilities for making tea and coffee. Luxury features include bathrobes and slippers, a twin-sink vanities, and Jacuzzi bathtubs. Larger hotels may provide additional guest facilities such as a restaurant, swimming pool, fitness center, business center, childcare, conference facilities and social function services. Some hotels offer meals as part of a room and board arrangement. In the United Kingdom, a hotel is required by law to serve food and drinks to all guests within certain stated hours. In Japan, capsule hotels provide a minimized amount of room space and shared facilities.
Mr. Johnson: Good morning. I am calling to reserve a room of July 16 for one night. Patter: Good morning. Reservations of Pine Hotel. Hold on please. I’m sorry, but
Practical English for
Hotel Industry
Unit One Introduction to Hotel Industry
Text A
The hotel industry makes a major economic contribution to the global economy by serving both business and tourism development. When the economy is strong, the lodging industry is generally strong. But just as the economy has its cycles of good times and bad, so does the hotel business. Factors such as oil prices, inflation, and terrorism impact the fiscal health of lodging industry. The industry's ups and downs reflect the limitations inherent in hotel keeping. (1) The product is perishable – a room not sold tonight is lost forever. (2) The location and product inventory (rooms) are fixed – they cannot be moved as demand patterns change. (3) Entry into the business takes large amounts of capital – creating huge fixed costs to promote high occupancies to achieve break-even status. (4) Activity is seasonal – with all the problems of operating an ebb-and-flow business. All this contributes to boom-and-bust cycles as business volume lags or exceeds the industry's break-even point.