酒店情境英语unit 6
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酒店英语实训unit 6 Wake-up Call Service
mthorenCinhgi.n(e2s) e WinotouldEynogulibseh.kind enough to wake me up ?
（能请你叫醒我吗？）
Operator: Certainly, madam. What’s your room number?
Guest: 2112
Operator:（3）At what time shall we call you
Bund to enjoy the morning scenery there．You know this is my
(4) first
visit to Shanghai．People say there is a
marvelous view of a poetic yet bustling life at the (5) Bund just
3. What have hotels done to improve wake-up service?
Many hotels began to make changes in wakeup service, e.g.: Hilton, Marriott International, W Hotels and Wyndham Worldwide are introducing alarm clocks. Crowne Plaza Hotels, guarantees one night will be free if the call fails to come within five minutes of the requested time.
Read and Think
2. What does the author think of the overall quality of wake-up service in hotels?
（能请你叫醒我吗？）
Operator: Certainly, madam. What’s your room number?
Guest: 2112
Operator:（3）At what time shall we call you
Bund to enjoy the morning scenery there．You know this is my
(4) first
visit to Shanghai．People say there is a
marvelous view of a poetic yet bustling life at the (5) Bund just
3. What have hotels done to improve wake-up service?
Many hotels began to make changes in wakeup service, e.g.: Hilton, Marriott International, W Hotels and Wyndham Worldwide are introducing alarm clocks. Crowne Plaza Hotels, guarantees one night will be free if the call fails to come within five minutes of the requested time.
Read and Think
2. What does the author think of the overall quality of wake-up service in hotels?
Unit 6 My e-friend第4课时Checkout time(教学设计)-2022-202
Unit 6 My e-friend第4课时Checkout time（教学设计）一、教学内容本课时的主题为“Checkout time”，学生需要学会如何询问酒店退房时间并进行口语对话。
具体内容如下：1.学习与会话相关的单词和短语。
2.学会询问酒店的退房时间。
3.学会回答酒店的退房时间。
4.进行口语对话练习。
二、教学目标1.熟练掌握与酒店退房相关的常用单词和短语。
2.学会在实际情境中询问和回答酒店的退房时间。
3.能够进行口语对话练习，并且能够流利、准确地表达自己的意思。
三、教学重难点•教学重点：让学生掌握酒店退房相关单词和短语，学会在实际情境中使用这些词汇进行口语表达。
•教学难点：让学生习惯在英语情境下进行口语交流，提高口语表达的水平。
四、教学准备•教师：课件、黑板、笔、麦克风。
•学生：课本、笔。
五、教学过程1. 自我介绍（5分钟）教师与学生进行简单的自我介绍，拉近师生关系。
2. 梳理知识点（10分钟）老师在黑板上写下相关的单词和短语，并让学生朗读和记忆。
单词和短语中文意思Checkout time退房时间Hotel酒店Reception前台Receptionist接待员Room key房间钥匙Luggage行李Lift电梯Stairs楼梯Corridor走廊Floor楼层Room number房间号码Check out退房Late check out迟到退房Room service房间服务3. 教学讲解（20分钟）教师通过课件，向学生讲解相关的口语会话和语法知识。
3.1 口语会话Lily: May I ask what time is the checkout time?Receptionist: Check out time is 12 o’clock.Lily: Can I have a late check out?Receptionist: Sure. What time would you like? But it will cost 100 yuan.Lily: That’s okay. I want check out at 2 o’clock.Receptionist: Okay, I will arrange it for you.3.2 语法知识What time is the checkout time? 是询问句，用来询问退房时间。
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.
酒店英语实训unit 6 Wake-up Call Service-精品文档
Read and Think
Ⅰ. Answer the following questions according to
the passage. 1. According to the passage, why did many business travelers miss a meeting or a flight? Because a wake-up call did not come or a clock was malfunctioned.
Read and Think
2. What does the author think of the overall quality of wake-up service in hotels? The author thinks that the overall quality of wake-up service in hotels has not been satisfactory. 3. What have hotels done to improve wake-up service? Many hotels began to make changes in wakeup service, e.g.: Hilton, Marriott International, W Hotels and Wyndham Worldwide are introducing alarm clocks. Crowne Plaza Hotels, guarantees one night will be free if the call fails to come within five minutes of the requested time.
Put in Use
商务英语听说unit 6
Dialogue Two Word Bank
wonderful separate air conditioner bathroom unpack adj.绝好的 adj.单独的 空调 n.洗浴室 v.打开行李
PartⅡSpeaking Simulated Dialogue One Word Bank
Simulated Dialogue Two Wordored reservation reservation offer service v.预定 v.请教 adj.荣幸的 n. n.预定 v.提供 n.服务
After checking in, Kevin(K) and Shirley(S) are thinking about the return trip. They heard that the hotel could help guests reserve airplane tickets. So they decide to ask another guest, Mr. Darwin Smith(A), who they have just met at the main hall. A: Hello, friends. It is nice to meet you again. K: It is nice to meet you, too. I have a problem here. I think it will be wise to consult you first. A: Oh, I feel honored to help. K: Thank you. Shirley and I are just thinking about the ticket reservation for our return trip. We hear that the hotel offers ticket reservation service. However, we do not know how to get it.
酒店房务英语Module 6 Business and Entertainment Services-PPT文档资料
Leading-in
Tourists' experiences consist of five essentials ■ traveling ■ sightseeing and entertaining ■ lodging ■ eating and drinks ■ shopping Think about the question: What kind of services can the guest have in Business Center? (sending a fax, simultaneous translation, xeroxing, etc.)
Reading— Searching for a Healthier Lifestyle
◆Hotels provides popular facilities for sports. (para.1-3) ◆the most popular facility-spa. (para.4-5) ◆the common recreational activities in the hotel (para.6-14)
Role play Using the above dialogues as a model, try to create a new dialogue with your partner. ◆ Mr. Blake, one guest at Friendship Hotel, is talking with a recreation clerk how to take the sauna. ◆ Miss Showers wants to have a copy of an agreement. She wants to pay in cash. She goes to the Business Center and asks the clerk for help. ◆ Mrs. Henderson wants to mail a Chinese traditional costume to her friend in London on his birthday. So she comes to the Business Center and asks for details about the price.
酒店英语学习情境一：前厅服务英语1-6 Handling the Complaints-精选文档-文档资料
Working Knowledge 工作知识(1)
• 1.When dealing with hotel complaints, you should keep the following tips in mind:
• • • • Listen attentively to the guest's problem. Apologize to the guest. Tell him what you are going to do. Tell him when you are going to do.
Activity
• 1. Look at the cartoon below and discuss it with your partner. 看下面的卡通漫画，然后与同伴讨论其相关的内容。
Useful expressions
• 3. Apologizing to guests and showing concern 表示歉意和关注 (1) I’m terribly sorry to hear that. (2) I apologize for this inconvenience. (3) I’m sorry. We must talk to the manager about it. (4) I’ll look into this matter at once.
within 5 minutes
Working Knowledge 工作知识(2)
• 2. The suggested ways in how to deal with complaints:
• • Say sorry to guests “I’m sorry to hear that” Show your attitude and take actions “ I’m terribly sorry, sir. I will look into the matter at once.”
酒店英语unit6 Hotel Bars 99页PPT
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酒店英语 Part One : Text A
Chinese
Para.5 The industry typically measures success by how much income a hotel makes per room. But a new standard of income per square meter has emerged. As a result, it no longer makes sense to reserve rooftops for heating and cooling systems. “There tends to be a lot of underused space in hotels,” Dev says. “What hotels have realized is there are better ways to use this space.”
I like to entertain my friends with sweet music and delicacies in rainy days. 我喜欢在雨天招待朋友，一起听美妙的音乐，品尝精美的 小吃。
We were well entertained by this wonderful performance. 这场精彩的表演让我们赏心悦目。
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酒店英语 Part One : Text A
Chinese
Para.3 A The Conrad New York recently opened its rooftop bar, 16 stories above the downtown area. It claims to be the only rooftop bar in the United States to serve prosecco around the clock. Drinkers can also help themselves with alcoholic Popsicle sticks. The Raffaello Hotel in Chicago recently opened a rooftop bar on its 18th floor. It offered an extensive cocktail menu and collection of fine bourbons, scotches and whiskey. A chain hotel of Marriott's Collection will soon open a rooftop lounge with great views of the city.
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早上好/午安/晚上好！**餐厅，我是**。请问有什么可以 为您效劳？) 2）超过三声应向客人致歉，
“Sorry to have kept you waiting.”
对不起，让您久等了。
电话英语服务礼仪
3）尽量不要让客人空等电话。需要查询时，询问客人是等 候还是在特定时间打回电话 “Please hang on a minute. I’ll check it for you.” (我帮您 查一下，请稍等。) “Would you like to wait a moment or let me call you back later?”(请问您是稍等，还是待会儿我打 回电话给您？) 4）信息记录完成后向客人复述一次， “May I repeat your orders for you?”(我重复您的订单好吗？)然后请客人确认， 并再次询问客人还有什么补充的 “Is there anything else?
Topic Extension
O: OK. At what time can we expect you? J: Ah, around 7:00 p.m. O: Would you like a table in the main hall or in a private room, sir? J: A private room will be fine. The room should be clean and elegant. I’ll entertain my business partners.
电话订座内容 1) When will the guest arrive? 2) How many people in the party? 3) How much for food per preson? 4) What is the name and phone number of the guest?
Accepting a reservation 1) How many people are there in your party? / For how many people, please. 聚会有多少人？ 2) At what time would you like your table? 您会什么时间到？ 3) May I have your name and phone number, please? 请留下您的名字和电话号码。 4) Is there anything special? 还有其他特殊事宜吗？
Words and expressions:
• beverage [‘bevəridʒ] n. 饮料 • food and beverage department 餐饮部 • Appropriate [ə‘prəuprieit] adj. 适当的 vt. 占用；拨 出 • account for 对…负有责任；对…做出解释；说明……的 原因 • namely adv. 也就是；即是；换句话说 • Foremost ['fɔ:məust] adj. 最重要的；最先的
电话英语服务礼仪
7）通话结束，无论是否达成预定都应礼貌地向客人致谢， “Thank you for calling. We look forward to having you with us.” 谢谢您致电本店，希望能够再次为您服务！
Task preparing
Word matching 1. 预定 2. 靠窗的桌子 3. 包厢 4. 非吸烟区 5. 核查 6. 保证 7. 营业 8. 打烊 a. be closed b. check c. a table by the window d. guarantee e. be open f. a private room g. non-smoking area h. reserve
Topic Extension
R: We have a wide range of Chinese and Western style food, from which you can make your own choice with your own interest. C: Good. How about the price? I don’t want to be too lavish. R: I know. We assure you that the food here are favorable in price. If the expense exceeds 200 Yuan, you can enjoy 80% discount in cash. a wide range of 大范围的；许多各种不同的 exceed [ik'si:d] vt. 超过；胜过 vi. 超过其他
Topic Extension
Dialogue I
Booking a Table on the Phone
Mr. Jones (J) calls The Charterhouse Hotel to make a restaurant reservation. An operator (O) answers.
Topic Extension C: Six. Could you arrange a well-decorated private room for us? We need a good environment. R: Of course, we can. We have a large room for about 10 people, which is specially prepared for parties. Please be assured that we will try our best to create a comfortable environment to meet your entire satisfaction. C: Great. What delicious food will you offer? be assured 保证；我敢担保；请放心；勿疑 Please Be Assured敬请放心 Please Be Assured That请放心；请相信 Please Be Assured Use请放心使用
business partners /business associate
Topic Extension
O: No problem. A private room for four people at about 7:00 p.m. tomorrow evening. Is that right? J: That’s right. O: May I know your name, please? J: Abraham Jones. A-b-r-a-h-a-m J-o-n-e-s. O: Mr. Jones. We expect your coming with pleasure. Have a nice day. J: Thank you.
Topic Extension
Dialogue II
Party Reservation
C-Client
R-Resபைடு நூலகம்rvationist
R: Good morning. Rose restaurant. May I help you? C: Yes. I’d like to hold a party in a private room on Wednesday evening, May 10th. R: Ok, sir. What time would you like your party to be held? C: From 8:00 p.m. to 12 o’clock. Is that OK? R: Sure. How many people will be there?
Introduction
The primary concern of food and beverage department is to provide appropriate food and beverage service for guests. All the activities involved can be divided into three areas, namely, management, production and service.
电话预定 无论在中国还是西方国家，通过电话预定作为已是司空 见惯的事。稍具规模的餐厅一般都接受电话订位。有的档 次较高的餐厅或生意特别兴隆的餐厅则一定要事先订位。 而在西方，比较高级的餐厅都必须事先以电话订位。
电话英语服务礼仪
1）铃响三声之内接起电话。使用标准服务用语:
“Good morning/afternoon/evening. This is ***Restaurant. ** speaking. May I help you?”
Introduction
The food and beverage department is a very important division in a hotel. It is often one of the foremost income earners for the hotel, which can account for two fifth to one half of a hotel’s profit. account for ……的原因 对…负有责任；对…做出解释；说明
O: Good afternoon, Charterhouse Hotel. Can I help you? J: Good afternoon, sir. I’m the guest in Room 212. I wonder whether I can book a table for tomorrow evening. O: All right. How many persons at your party? J: A party of four.
“Sorry to have kept you waiting.”
对不起，让您久等了。
电话英语服务礼仪
3）尽量不要让客人空等电话。需要查询时，询问客人是等 候还是在特定时间打回电话 “Please hang on a minute. I’ll check it for you.” (我帮您 查一下，请稍等。) “Would you like to wait a moment or let me call you back later?”(请问您是稍等，还是待会儿我打 回电话给您？) 4）信息记录完成后向客人复述一次， “May I repeat your orders for you?”(我重复您的订单好吗？)然后请客人确认， 并再次询问客人还有什么补充的 “Is there anything else?
Topic Extension
O: OK. At what time can we expect you? J: Ah, around 7:00 p.m. O: Would you like a table in the main hall or in a private room, sir? J: A private room will be fine. The room should be clean and elegant. I’ll entertain my business partners.
电话订座内容 1) When will the guest arrive? 2) How many people in the party? 3) How much for food per preson? 4) What is the name and phone number of the guest?
Accepting a reservation 1) How many people are there in your party? / For how many people, please. 聚会有多少人？ 2) At what time would you like your table? 您会什么时间到？ 3) May I have your name and phone number, please? 请留下您的名字和电话号码。 4) Is there anything special? 还有其他特殊事宜吗？
Words and expressions:
• beverage [‘bevəridʒ] n. 饮料 • food and beverage department 餐饮部 • Appropriate [ə‘prəuprieit] adj. 适当的 vt. 占用；拨 出 • account for 对…负有责任；对…做出解释；说明……的 原因 • namely adv. 也就是；即是；换句话说 • Foremost ['fɔ:məust] adj. 最重要的；最先的
电话英语服务礼仪
7）通话结束，无论是否达成预定都应礼貌地向客人致谢， “Thank you for calling. We look forward to having you with us.” 谢谢您致电本店，希望能够再次为您服务！
Task preparing
Word matching 1. 预定 2. 靠窗的桌子 3. 包厢 4. 非吸烟区 5. 核查 6. 保证 7. 营业 8. 打烊 a. be closed b. check c. a table by the window d. guarantee e. be open f. a private room g. non-smoking area h. reserve
Topic Extension
R: We have a wide range of Chinese and Western style food, from which you can make your own choice with your own interest. C: Good. How about the price? I don’t want to be too lavish. R: I know. We assure you that the food here are favorable in price. If the expense exceeds 200 Yuan, you can enjoy 80% discount in cash. a wide range of 大范围的；许多各种不同的 exceed [ik'si:d] vt. 超过；胜过 vi. 超过其他
Topic Extension
Dialogue I
Booking a Table on the Phone
Mr. Jones (J) calls The Charterhouse Hotel to make a restaurant reservation. An operator (O) answers.
Topic Extension C: Six. Could you arrange a well-decorated private room for us? We need a good environment. R: Of course, we can. We have a large room for about 10 people, which is specially prepared for parties. Please be assured that we will try our best to create a comfortable environment to meet your entire satisfaction. C: Great. What delicious food will you offer? be assured 保证；我敢担保；请放心；勿疑 Please Be Assured敬请放心 Please Be Assured That请放心；请相信 Please Be Assured Use请放心使用
business partners /business associate
Topic Extension
O: No problem. A private room for four people at about 7:00 p.m. tomorrow evening. Is that right? J: That’s right. O: May I know your name, please? J: Abraham Jones. A-b-r-a-h-a-m J-o-n-e-s. O: Mr. Jones. We expect your coming with pleasure. Have a nice day. J: Thank you.
Topic Extension
Dialogue II
Party Reservation
C-Client
R-Resபைடு நூலகம்rvationist
R: Good morning. Rose restaurant. May I help you? C: Yes. I’d like to hold a party in a private room on Wednesday evening, May 10th. R: Ok, sir. What time would you like your party to be held? C: From 8:00 p.m. to 12 o’clock. Is that OK? R: Sure. How many people will be there?
Introduction
The primary concern of food and beverage department is to provide appropriate food and beverage service for guests. All the activities involved can be divided into three areas, namely, management, production and service.
电话预定 无论在中国还是西方国家，通过电话预定作为已是司空 见惯的事。稍具规模的餐厅一般都接受电话订位。有的档 次较高的餐厅或生意特别兴隆的餐厅则一定要事先订位。 而在西方，比较高级的餐厅都必须事先以电话订位。
电话英语服务礼仪
1）铃响三声之内接起电话。使用标准服务用语:
“Good morning/afternoon/evening. This is ***Restaurant. ** speaking. May I help you?”
Introduction
The food and beverage department is a very important division in a hotel. It is often one of the foremost income earners for the hotel, which can account for two fifth to one half of a hotel’s profit. account for ……的原因 对…负有责任；对…做出解释；说明
O: Good afternoon, Charterhouse Hotel. Can I help you? J: Good afternoon, sir. I’m the guest in Room 212. I wonder whether I can book a table for tomorrow evening. O: All right. How many persons at your party? J: A party of four.