酒店英语PPT Unit 7
旅游与 酒店专业实用英语 课件 PPT Unit 7 food and berverage service (II)
F Tourists should ask the guide for some suggestions.
5
Role-plays
6
Exercises
7
Reading Comprehension
8
LLisitsetennininggSSБайду номын сангаасcrirpipt t
Learning Objectives
After learning this unit, you should be able to: introduce Chinese food culture change dishes for guests recommend dishes and beverages arrange group dining
eating better.
Warming-up
Task 2 Decide whether the following statements are true (T)or false
(F). Then correct the false ones.
3. The tourists can ask the guide to change dishes at any time if they are not satisfied with the food, and the travel agency will bear the expense.
Task 1 Tell the flavors of the food in the following pictures.
文秘英语教学课件：Unit Seven Reservation
Secretary English
1. What preparation work does a secretary have to do in order to take care of the detailed matters when their bosses and guests are on a business trip?
Secretary English
confirmation [,kɒnfə'meɪʃən] n. 确认 efficiency [ɪ'fɪʃənsɪ] n. 效率 headquarters ['hed,kwɔːtəz] n. 总部 on a business trip 出差 in advance 提前 in detail 详细地 owing to 因为，由于 as follows如下
A. To make a schedule about their activities. B. To book the plane tickets. C. To reserve the conference rooms etc. D. All of the above.
Secretary English
In this unit, you will learn how to : 1. reserve a hotel room 2. book an air ticket 3. make a reservation at a restaurant 4. confirm, change, or cancel a reservation 5. introduce different types of Chinese food
必需的 schedule ['skedʒjʊl] n. 时间表，进度表 conference ['kɒnfərəns] n. (正式的) 会议 chaos ['keɪɒs] n. 混乱
UNIT 7
Unit 7 Housekeeping ManagementThe housekeeping department is one of the busiest departments in a hotel. It plays a very important role in keeping guest rooms looking clean and attractive. It is clear that without clean rooms for its guests, a hotel would have to close.Part OneReadingRead the passage and answer the following questions.1. Is housekeeping department an important unit in a hotel? State your reasons.2. What are the main functions of the housekeeping department as for as you know?3. What unit does the housekeeping department consist of?4. What must be done to guarantee the hygiene standard in a hotel?5. How many modes are there in the organization of staff in housekeeping department? What are they?Housekeeping Management1. The housekeeping department is the backbone of a hotel. In a sense, a clean and attractive guest room is one of the products that the hotel sells.2. The housekeeping department consists of the following units:1. guestroom center, which is responsible for providing articles used in guestrooms ,keeping keys for individual floor and contacting with other department;2. room unit, which provides indoor service, including cleaning all the guestroom and changing articles for guestrooms, and ensuring the safety of all guestrooms on individual duties;3. housekeeping unit, which is mainly charged with the public areas, such as front office, toilet, public area on each floor; cleaning and maintenance of facilities are also their duties;4. laundry unit, which takes care of the laundry of all the sheets and guest’s clothes;3. A basic housekeeping employee should be trained of the following skills: bed making, vacuuming dusting, window and mirror cleaning, setup awareness, bathroom cleaning, daily routine caring for and using equipment and industrial safety.4. Hygiene is the first important job in housekeeping department. All the cleaning should be carried out strictly in line with cleaning procedures and requirements taught during training. Examination is a must to guarantee hygiene standard. Examination is conducted on several levels, the self-examination by room attendants themselves, overall examination by foreman and selective examination by managerial personnel. Besides, guests’views and feedbacks should be valued. A feedback from or book should be placed in the guestrooms with guests’easy reach to collect comments and views from guests concerning hygiene and service quality.5. Another important job in housekeeping department is daily reception. It centers on guest’s checking-in, staying and checking-out. To provide satisfactory service, management in housekeeping department shall design the rules and procedures in receiving guests, including the design of facilities in guestrooms and of service. A close and detailed study and appraisal is always required to understand guests’ requirement for room facilities and service.6. There are two modes in the organization of staff in housekeeping department. One is guestroom center; the other is floor service. The former is marked by high efficiency and unified controlling which could contribute to lower cost while the latter can ensure safety better but demands more clerks. Hotels have to decide on their own mode before they calculate workload, including fixed and flexible load. Fixed workload refers to daily routine performance necessary to guarantee the service standards. The flexible workload differs with the variation of other factors, mainly occupancy rate, different resource of guests and seasons. It is a normal practice that flexible workload is estimated on the basis of yearly average occupancy rate. In deciding individual clerk’s workload, quality of individuals, working environment, specifications and labor tools should be taken into consideration. Words and expressionsBackbone n. 中枢，骨干individual adj.单独的，个人的contact v.联系vacuum v.用吸尘器打扫房间must n.必须做的事，必需的东西guarantee v.保证hygiene n.卫生foreman n.领班，工头selective adj.选择的，选择性的comment n.评论，评价mode n.模式unified adj.统一的Contribute v. 贡献，有利于workload n.工作量Flexible adj. 灵活性，可变性in a sense 在某种意义上be charged with 承担；被控告care for 照顾，关怀in line with 符合，根据with sb’s easy reach 容易被人看到/拿到center on 集中于，以为中心Notes1. All the cleaning should be carried out strictly in line with cleaning procedures and requirements taught during training. 所有的卫生都应严格按照培训期间所教的清洁程序和要求来进行。
酒店实用英语教程-unit7B_Front_Office_Management
4) If the hotel does not have a computerized property management system (PMS),the night auditor’s job can be tough, since it involves a lot of detail.
Unit 7 Front Office Management
I. Answer the following questions based on the text
1. How important is the front office in the hotel?
It is not only the hotel’s “shop window”
在凯悦酒店，客人在到达酒店之前就能办理入住手续。
3) The Milford Plaza Hotel in New York City has installed check-out stations in their lobby that are similar to the cash-dispensing automatic teller machines that banks use.
d.provides details for a front office employee
2. A job analysis is useful in that _____.
a. it prepares the job description b
b. it allows the person preparing the job description to determine certain daily procedures.
Chapter 7 The Business Center 酒店英语PPT课件
out. So this is likely to be a tough job.
Dialogue 2
Typing, photocopying
( B = Business Clerk S= Mr. Smith )
S: I was so pressed for time. B: We will do it in turn. It will be finished in three or four hours. S: That’s fine. How much do you charge for this special service? B: We charge 50% extra, sir. S: OK. And I also need to have these printed photocopied. B: No problem. How many copies do you want, sir? S: Four copies, please. B: Would you like me to staple them, sir? S: Yes, please. How much should I pay altogether? B: That’ll be 320 RMB, sir. S: Here you are.
Dialogue 1
Express
(B = Business Clerk S= Mr. Smith ) S: Yes, it is urgent. B: No worry, sir. We can mail it by express. S: How much is it for express service? B: The bill is 26 yuan RMB, plus surcharge on the basis of the value of the
酒店实用英语教程-unit7A_check-out
Contents: I. Task preparing II. Task presenting III. Task completing Ⅳ. Assignment
I. Task Preparing
• When checking out at the end of his stay, the guest should settle his bill. As most hotel bills are computerized today, the procedure should be accomplished very quickly and smoothly. The guest usually has paid a reservation deposit. If he has, the cashier should take the amount of his deposit out of the bill. If the guest settles his account in traveler's check, make sure that he countersigns the check in front of you. You should remind the guest to return his room key to the reception before he leaves the hotel.
3) The introduction of cashier
Cashiers : members of the Controlling Department staff.
Their location : the Front Office Their relationship : in direct contact with many
seven酒店英语第二版ppt
中外文化差异简介分享
2.楼层差异 first floor (英)二楼，(美)一楼 服务员差别： waiter boxer
打折：3折 中国 英美 日韩
中外文化差异简介分享
服务员差别： waiter
boxer
打折：3折 中国 英美 日韩
中外文化差异简介分享
3.肢体语言 手势的差别 1.2.3.4.5.6.7.8 大拇指的作用 三字经
国籍
Could you ...
麻烦客人时，可使用Could you ...
Could you fill out the form, please? Could you write that down, please? Could you draft the fax, please? Could you hold the line, please?
• 基本句型
May I ...? Could you ...? Would you ... ? Shall I ... ?
• 招呼语 • 回答
May I ...
自己要做什么事时，使用May I ...
May I have your name, please? May I see your passport, please? May I know your nationality, please?
Position职位
General Manager/GM 总经理 Resident General Manager/RGM 驻店总经理 Director 总监 Executive Chef 行政总厨 Manager 经理 Assistant Manager/AM 大堂副理 Supervisor 主管 Captain 领班/ 督导 Senior Staff 资深员工 Staff 员工 Secretary 秘书
酒店英语unit 7 other services
Dialogues
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.
• Refer to P84
(2)Useful skills
• Refer to p87-88
eful sentences
IV 留言 Would you like to leave a message? May I take a message for you? What if someone calls to speak to you?
Task A
Task B
Tom Miles wants to speak to Mrs Chen in Beijing hotel. But Mrs Chen happens to be out. So the operator asks Mr Miles if he wants to leave a message for her. Mr Miles says that they will hold a conference in Xiyuan Tower the next Tuesday and Mrs Chen is expected to attend it. So he wants Mrs Chen to call him back at 6632-4564.
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Unit 7 Business Center
Reading
Task 1 Try to answer the following questions
before you read the passage.
1. What are the main duties of the business center staff ?
Warming-up
Task 1 Match each service item with
its corresponding picture.
Suggested Answers
copying and printing documents – E sending fax - D typing documents - C booking air tickets - A renting laptop computer - B
Suggested Answers
The airline tickets can be divided into first class ticket, business class ticket, economy class ticket; one way ticket, round trip ticket; open ticket, OK ticket; full fare ticket, discount ticket; domestic ticket, international ticket, etc.
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Unit 7 Business Center
Reading
2. What are the efficiency-oriented customers’ requirements of the meeting rooms? Suggested Answers
Meeting rooms are usually equipped with 24 hours Internet access and direct-dial multi-line telephones with voice mail to meet the requirements of efficiency-oriented customers. The modern office equipment will greatly save guests’ time in dealing with their works effectively.
Suggested Answers
The main duties of the business center staff are the secretarial services, convention services and tickets services. The secretarial services include photocopying, sending faxes, typing documents, printing business cards, etc. Convention services are always related with meeting room rental, convention equipment rental, and sometimes catering service. Ticket service is to help the guests to book airline tickets, train tickets, concert tickets, and show tickets, etc.
新职业英语
Unit 7 Business Center
1
Warming-Up
2
Reading
3
Listening
4
Speaking
5
Writing
6
Project
7 Vocabulary and Structure
8
Listening Script
Home
Unit 7 Business Center
2. What are the efficiency-oriented customers’ requirements of the meeting rooms?
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Unit 7 Business Center
Reading
1. What are the main duties of the business center staff?
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Unit 7 Business Center
Warming-up
Task3 How many kinds of airline tickets can we
book for the guests? For example, the first class ticket, the single ticket, etc. Discuss the question with your partner.
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Unit 7 Business Center
Reading
The Business Center
1. In the early 1990s, when business centers only existed in the upper-class hotels, they usually meant office machines, with staff to serve users. These days, however, the business centers are likely to be an essential section in a hotel. The services in the business center are very important to the guests who are on business trips.
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Unit 7 Business Cenite the correct expressions under the
corresponding pictures.
Suggested Answers
A—projector B—laptop computer C—soft sleeper ticket D—printer E—photocopier F—round-trip ticket