饭店英语听说Unit 4 Operator
饭店情景英语(第二版)教学课件第4章PartIVLesson4
RS: Mr. White, your breakfast is ready. May I come in? W: Come in, please. RS: Mr. White, here is the breakfast you’ve ordered.
Please take your time and enjoy it. By the way, anything else I can do for you? W: Yes. I’d like to have my supper in the room, too. RS: OK, a Chinese or Western one?
minutes. By the way, there is an extra 15% service charge for room service. W: OK, no problem. Thank you very much. RS: My pleasure and I’m always at your service.
RS: The local dishes are famous as Huaiyang Dishes in China. Shanghai crab is one of the great specialties.
W: OK, I will try that. RS: Any drinks? We’ve got juice, cocktail, beer, wine,
饭店情景英语
第四章 餐饮部
PREV. NEXT
中国人民大学出版社
Lesson 4 Room Service 房餐服务
II. Working Procedure
6. 请客人在账单上签名。 Sir/ Madam, would you please check and sign your bill? 先生/女士，请您核对账单并签名。
酒店英语使用手册 Unit 4
Unit 4 Service Center教学目标教学过程建议Mind Map教学步骤●了解服务中心对客服务的主要内容；●熟悉服务中心提供各项服务的中英文表达；●引导学生进行头脑风暴并完成练习。
参考答案1. answering incoming calls2. transferring calls3. making wake-up callsBackground Information教学步骤●引导学生熟悉接打电话的常用表达；●引导学生掌握接打电话相关词汇；●引导学生完成练习题。
练习答案Task 1D no answeringA picking up the phoneC hanging up the phoneB holding the lineTask 21 phone card2 smartphone3 telephone receiver4 landline phone5 operator6 service directoryDoing in the Scene教学步骤●引导学生思考转接电话的具体步骤；●引导学生思考提供叫醒电话需要的关键信息；●引导学生思考处理投诉和问询的技巧；●引导学生听音频完成练习。
课文译文练习答案Scene 1 Transferring a call Task 1(1) Good afternoon. Marriott Hotel. This is Lisa speaking. How may I help you? (2) Excuse me, sir. It’s a very bad line. I can’t hear you clearly. Could you possibly call back?(3) Could you hold on a second, please? (4) I will put you through.(5) I’m afraid nobody’s answering the call at the moment. (6) Would you like to leave a message? Task 2Scene 2 A wake-up call Task 1☑ Asking for the guest ’s name and room number ☑ Asking for the date of the wake-up call ☐ Asking for the date of checking out ☑ Asking for the time of the wake-up call☑ Asking the guest if a second wake-up call is needed ☐ Asking the guest if a limousine is needed☑ Asking the guest if complimentary tea or coffee is needed ☑ Confirming the detailed information with the guestACHDB F(if nobody answers)Task 2Wake-up Call Service RecordG uest’s name: Bill Williams Room number: Room 815 Date: September 12 Time for the first call: 6:00 a.m. Time for the second call: 6:15 a.m. Answered ☑No answer ☐Answered ☑No answer ☐Tea ☑ 2 cups of black tea Coffee ☐Set by Sarah Conducted by SarahScene 3 Handling a guest’s complaints and inquiriesTask 1☐providing extra towels☑apologizing for the trouble☐refreshing the minibar☑providing complimentary fruit to comfort the guest☐telling the guest how to use the facilities☑informing the relevant departments to fix the problems immediately☑introducing the special event in detail☑transferring the guests call to the Recreation CenterTask 2Practical Reading教学步骤●引导学生熟悉本部分的生词与词组；●引导学生思考如何完成电话留言记录；●引导学生思考如何指导客人在客房打电话；●引导学生完成练习。
《酒店管理英语听说教程》Unit4
Scripts
8
Unit 4
6. How did the man and the woman get acquainted? C. The man helped the woman find her umbrella. 7. What is the probable relationship between the man and the woman? A. Neighbours. 8. Why does the man say the woman looks a bit familiar to him? C. Because the man has seen her somewhere before. 9. What was the woman doing when the man greeted her? D. Looking for her umbrella. 10. What can you infer from the dialogue? B. The man and the woman met in the street.
4
Unit 4
Scripts
1. W: Last year we had 120 students. M: But this year we have twice as many as last year. Q: How many students do they have this year? C. 240. 2. W: This white shirt is $10 and the blue one is $13. M: Look, the black one is only $7. Q: How much is the blue shirt? B. $13. 3. W: Tickets are $4 for adults and half price for children. M: OK, I’d like one adult’s and two children’s tickets, please. Q: How much will the man pay for the tickets? C. $8.
酒店实用英语(第三版)教学课件unit4
Key words and sentences in Dialogue B
Vocabulary
response n. 回答, 响应, 反应
pass vt. 通过, 传递
Notes
1. Can you put me through to Mr. William Patterson in room 1236? 请帮 我接1236房间的威廉·派特森先生。
Situation B: You are the operator at your hotel. A guest calls and you answer the phone with a standard greeting. The guest makes a request in English. Student A plays the role of the operator, and Student B the role of the guest.
3. Could you give me the time and the charges after the call, please? 通完话后，请告诉我通话时间及费用，好吗？
4. We will add it to your final room bill. 我们将一并加算在您最终的房费账单上。
Warm up: Hotel telephone calls usually include:
House calls Calls from outside
Key words in the text
obvious adj. 明显的, 显而易见的 chief adj. 主要的, 首要的, 首席的 lead vt. 领导, 引导 role n. 角色, 任务 connect v. 连接, 联合 duty n. 义务, 责任, 职责 ascertain vt. 确定, 探知
饭店服务英语unit 1-4 switchboard
Switchboard 总机 inbound calls 外来电话 local cal l 市内电话 long-distance call 长途电话
international call 国际长途 collect call 对方付费电话 paid call 付费电话 person-to-person or a station call 叫人电话还是叫 号电话
询问电话类型 Is it
or
,sir?
A person-to-person call…a station call
A station-to-station call…a person-to-person call
A collect call…a pay call
A credit card call…a pay call
1. -----transfer 2. -----charge on the right. a. examine in order to learn whether
something is correct
b. cross out; say that something already arranged or decided upon will not be done, will not take place, etc. 3. -----cancel c. change position, move
Complete the following with words or expressions from the dialogues. 1. The c---- c----are listed in the Service Directory in your room.
饭店服务类 英语unit 4 Lesson 4
v.
1.教育；教导：
to educate the young generation 教育年轻一代 2.培养(某人的爱好、兴趣等)；培育： to educate someone for law
培养某人当律师
educate
v.
3. 训练： to educate one's palate to appreciate fine food 训练某人欣赏美食的鉴赏力 4. 为(某人)负担(或付)学费，送(某人)上学；使受 学校教育： be educated at school 在学校受教育
The Starbucks started in the West Coast city of Seattle, America in 1971. starbucks has helped make coffee culture a popular part of people’s daily lives. The stores sell all kinds of coffee. They also sell food, music and books. Starbucks has helped educate people about the world of cofffee
beer
champagne
snack
A.
1. sandwiches
2. potato chips
3. orange juice
B. 1. What would you like to drink? 2. With or without ice? 3. What else do you want?
n. 拿铁
n.卡布奇诺
lemonade
酒店英语unit4
Ⅳ. Useful sentences
2、transferring calls for guests A moment，please. I'll put you through. Can you wait a moment，please？ The line is busy now. I’m afraid there’s no reply from room 1510.Would you like to leave a message？
Ⅶ.Challenges and solutions
1、What do you know about telephone etiquette？ 2、Do you know how to offer telephone message service for guests？ 3、How do you offer wake-up call service for guests？
Ⅳ. Useful sentences
4、informing guests on how to make different kinds of telephone calls from their room For room-to-room calls，please dial the room number directly. For calls inside the city，please dial 9 first and then the telephone number. For calls outside the city，please dial 0 first and then the area code and the number. For international calls，please dial international prefix number first，then country code，then the area code ，and finally-the number.
Unit Four《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.
饭店英语unit04
Introduction
Generally speaking, the front cashier is a part of the finance department, while their location in the front office and their relationship to many front office sections place them in direct contact with the front office manager, who takes charge of the daily affairs.
Hotel
《饭店
English
英语》
Unit Four
Front Cashier
Front Cashier
I Discovering Language
Read and Explore
I. Discovering Language Do you always mix them?
vet wet; vowel wow; miss myth; vest west; sink think; mess math vine wine sort thought goose growth
Front Cashier
Word Reference Introduction
II Introductionຫໍສະໝຸດ Word Reference:
location n. 位置，场所 transaction n. 办理，处理，交易 affair n. 事务，事件 typically ad. 代表性地，典型地 revenue n. 收入，税收 currency n. 流通；货币 procedure n. 程序，手续 valid a.有效的，有根据的 expiration n. 过期，呼气 authorized a. 经授权的，审定的 warning notice n. 警告，预告 designated a. 指定的，派定的 coordinate v. 调整，整理；a. 同等的，并列的 finance n. 财政，金融；v. 供给经费，筹措资金
上海外版大学英语听说教程_第三版_第三册_听力原文及答案
上海外版大学英语听说教程_第三版_第三册_听力原文及答案Unit1B1I'd Like to Make a ReservationOperator: Glory Inn, Atlanta.Paul: Hi, this is Paul Lambert. I'm the manager of the band Country Boys. You know, the rock band from Chicago. I want ...Operator: Please hold, Mr Lambert. I'm putting you through to the reservations manager.Paul: But ...Manager: Mr Lambert? This is Laurie Perry, the hotel manager. Paul: Oh, yeah? Well, I need five rooms for Friday night. That's the 15th. I want the best rooms in the hotel.Manager: Sorry, I'm afraid I cannot accept your reservation. Paul: Now look, we always stay at the Glory Inn ...Manager: I know that, sir. Last time you were here, we had a number of complaints from other guests.Paul: You mean they don't like long-haired rock musicians! Manager: That's not the problem, sir. The band used bad language in the coffee shop, and threw two TV sets into the pool.Paul: Yeah, yeah. Well, I'll tell them to be more careful this time. Manager: I'm afraid that's not all, sir. You haven't paid the account for the lasttime yet.Paul: I'm sorry. I'll put a check in the mail right away. Manager: Please do.Paul: So, what about our reservation for Friday?Manager: I'll answer that very simply, sir. No way!1. Why was Paul Lambert calling the Glory Inn? AA.To book hotel rooms at the Glory Inn for his rockmusicians.B.To ask if there are any rooms available on Friday night.C.To say that he is mailing a check to pay for the band'slast stay at the hotel.D.To apologize for his rock musicians' misbehavior lasttime when they stayed at the hotel.2. TIPS Who might the first woman be? C.A manager.A.A receptionist.B.An operator.C.An accountant.3. TIPS What did Mr Lambert promise to do on the phone? A.Tell his musicians to be more careful this time.A.Pay a higher deposit for his reservation of the bestrooms in the hotel.B.Tell his musicians not to wear long hair.C.Pay the account on time this time.4. TIPS What happened to Mr Lambert's request for a reservation? B.It would not be accepted until he had paid his earlier account first.A.It would not be accepted even if he paid his earlieraccount.B.It was turned down because he failed to pay his earlieraccount.C.It was finally accepted because he apologized for whathis musicians had done last time.5. TIPS What might be true of Ms Laurie Perry, the hotel's reservations manager? A.She makes decisions on the basis of principles.A.She is easily deceived by empty promises.B.She thinks honesty is more important than profit.C.She thinks a bank check is more reliable than an oralpromise.B2(剪头发，约理发师)Marcel Always Does My HairM: Good morning. Unisex Hairdresser's.W: Good morning. I'd like to make an appointment, please, for three o'clockthis afternoon, with Marcel.M: Let me see ... I'm sorry Marcel's busy at three. Can you suggest another day, madam?W: No. I've an important meeting to attend tonight and I must have my hair done before five. So how about 3:30?M: I'm afraid Marcel is busy all afternoon.W: What a nuisance!M: I'm terribly sorry, madam. But you should always book well in advance. W: I know. I know. But it's short notice for me, too.M: Then may I suggest Tom O'Neil? He is just as good as Marcel. W: But Marcel always does my hair. He knows what style I usually wear. M:But everybody says Tom can quickly figure out the best style for a particular customer.W: OK, then. What time will he be available?M: Er ... actually he is busy all afternoon too. But luckily, one of his customers has just called to cancel her appointment. So if you canbe here at 2:45, I can fit you in. You'll be his first customer this afternoon. W: That would be nice then. Thank you. You're really very helpful.M: You're welcome.1. What was the purpose of the woman's call? BA.To talk to Marcel.B.To make an appointment to have her hair done byMarcel.C.To cancel the appointment with Marcel.D.To say that she would come to visit O'Neil at 3:00 thisafternoon.2. TIPS Why didn't the woman make an appointment with Marcel well in advance? A.She was informed of her meeting this evening only a short while ago.A.As Marcel's regular customer, she did not have to doso.B.She did not expect that Marcel would be so popular.C.She had been too busy preparing for her meeting tocall the hairdresser's.3. TIPS What do you know about the woman? D.She likes fashionable hairstyles.A.She always wears the same hairstyle.B.She is going to attend a very important party tonight.C.She is Marcel's regular customer.4. TIPS What did the man on the phone suggest? C.That the woman come later this afternoon.A.That the woman come tomorrow.B.That the woman have her hair done by another hairdresser.C.That the woman go to another salon to have her hair done.5. TIPS How did the woman feel in the end? A.Pleased.A.Disappointed.B.Unhappy.C.Sorry.Uint2B1Choosing a Pet(答案可能有错)(给儿子买宠物)Attendant: Hello. Can I help you?Customer: Yes. I'm looking for a pet for my son. Can you suggest anything?Attendant: What kind of pet does he want? A traditional pet , a cator a dog?Or something unusual?Customer: Well, he'd like a snake or an alligator, but he isn'tgoing to get one.Attendant: We have a nice dog right now , a Rottweiler!Customer: A Rottweiler! Oh, no! I've heard about them on the news. They're very big and mean.Attendant: Oh, no, ma'am. They aren't as mean as some dogs. Customer: Really?Attendant: Yes, really. Last week we had a small dog here. It wasonly as big as your purse, but it was as mean as the devil. It bit me three times! Customer: Let's forget dogs, then.Attendant: What about a cat?Customer: A cat. Hmm ... They aren't as friendly as dogs, are they? Attendant: No, but they don't eat as much as dogs either. And they're very clean.Customer: Hmm ...Attendant: What about a bird then? A parrot or a parakeet. We have both. Customer: Which do you recommend?Attendant: Well, parakeets aren't as easy to train, and they never speak as well as parrots.Customer: Yes, but parakeets don't need as much space as parrots, do they? Attendant: That's true. Parakeets are very popular because they are so easy to keep.Customer: Yes, but they're a little noisy, aren't they? I want a quiet pet.Attendant: A quiet pet? Well, what about a goldfish? There's nothing as quiet as a goldfish.1. What was the woman doing? CA.Walking around in a pet shop.B.Looking for a pet for her son as his birthday gift.C.Asking a pet shop attendant about what kind of pet isgood for her son.D.Bargaining with a pet shop attendant about a pet shehad just chosen.2. TIPS What kind of pet did the woman have in mind? D.Either traditional or unusual.A.Not too expensive.B.Easy to take care of.C.Something quiet.3. TIPS What kind of pet did the woman's son prefer?.A traditional one like a cat or a dog.A.A very unusual one like a snake or an alligator.B.A quiet one like a goldfish.C.A mean one like a Rottweiler.4. TIPS What can you conclude from the conversation? D.The attendant was losing his patience at the end of the conversation.A.The attendant would never be able to persuade the woman to buy a pet from the shop.B.The woman's son was hard to please.C.The woman was hard to please.B2(母狗与老虎仔的故事)Dog Plays "Mother" to Tiger CubsPeople at a zoo in China have used a dog named Balu to play mother to three newborn Siberian tigers.The newborn tigers at the Shanghai Wild Animal Park, including one male and two females, were abandoned by their mother. They were very much inneed of being breast-fed and the zoo called for Balu.The first time the 7-year-old bitch acted as a tiger's mother was five yearsago when a Siberian tiger became too sick and weak to feed her four babies and the park had to place an advertisement for a replacement.Since then the animal owned by a farmer from Nanhui has been asked to play mother for 12 tiger cubs on four occasions.Officials from the park came calling for her services two months ago shortly after she had given birth to her own two puppies.Park spokesman Su Feilong recalled: "She was very strong at first sight. Though the tiger cubs were much bigger than her, she regarded them as her own children and fed them wholeheartedly."Balu has now taken to breast-feeding both her own and "adopted" babies, according to Shanghai Daily.Mr Su told the paper: "She is a loving mother, especially to those tigers. When those naughty cubs fought against her own puppies, shenever got angry with them but tried to make them quiet with a gentle hug." 1. Where does the story take place? CA.In a park in Northwest China.B.In a zoo in downtown Shanghai.C.In a wild animal park in Shanghai.D.In an amusement park in Nanhui.2. TIPS What can we learn about a female Siberian tiger in the park?B.She gave birth to three babies recently, one female andtwo males.A.She gave birth to three babies but left them.B.She got very sick and weak after giving birth so shehad no milk for her babies.C.She became a mother for the first time so she didn'tknow how to feed her babies.3. TIPS What did the park do five years ago when the mother of fourtiger cubs was too sick to look after her babies? A.They advertised in the local papers for an animal to takethe place of the mother.A.They looked for another tiger to feed the babies.B.They employed special zoo keepers to feed the cubs.C.They gave the tiger cubs to other wild animal parks. 4. TIPS What can you learn from the story? C.Dogs are always used to breast-feed other newbornanimals when the need arises.A.All animals have motherly love for their own babies.B.Not all animals have motherly love for their young.C.Female tigers are irresponsible mothers.Unit3(一个老年人与两个年轻人谈话)B1You Sure Don't Look ItAmy: Wow, it's hard to believe you're 60 years old, Sophie. You sure don't lookit.Brian: Yeah, you seem so much younger , and have more energy than most people I know my age.Sophie: Thank you, you're sweet, Brian. And I must say, I don't feel 60, either.I guess staying active is the key, and being positive. Brian: Hmmm, I wonder what we'll be doing when we're your age? Amy: It's difficult to imagine what I'll be doing ten years from now , letalone when I'm 60.Brian: You, Amy? Ten years from now? That's easy. You'll be a successfuldoctor and you'll be running two or three large clinics.Sophie: And you'll have already discovered a cure for some terrible disease. Amy: By the time I'm 30? Oh, not likely , but I do kind of like the idea.Sophie: What about you, Brian? What do you think you'll be doing in ten years? Do you think you'll still be working for the same company?Brian: Hmm, good question. Actually, I doubt it. Maybe I'll have started my own business by then. Hey, I know ... I'll own a chain of computer stores. How does that sound?Amy: And you'll have opened branch stores in every major city in the country. Brian: I like this idea.Sophie: That's being very positive.Amy: Right, we can all dream, Brian.TIPSPLAY 1. What is the conversation mainly about?D1.A.Three old people are recalling their life experiences.B.Three young people are imagining what their futurelife will be like.C.An old lady is telling two young persons the story ofher life.D.An old lady and two young people are chatting aboutwhat life will be like in ten years' time.TIPSPLAY Sophie 之所以显得年轻，这与她的爱活动和乐观态度有关。
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Dial “8” to get into international access, followed by American country code “001”, area code and home phone number.
Words and phrases
• • • • temperature [‘temp(ə)rətʃə] 温度 storm [stɔːm] 暴风雨 umbrella [ʌm‘brelə] 雨伞 consideration [kən,sɪdə‘reʃən] 考虑，体 贴 • wake-up call 叫醒服务 • weather forecast [‘fɔrkæ st] 天气预报 • 10℃(10 degree celsius ['selsɪəs])
Dialogue 3
• What kind of service does the operator offer?
Make wake-up call.
• What kind of wake up call does Mr. White choose?
He chooses the wake-up call by operator.
Calling directly from the room is cheaper.
• What kind of phone call does the lady want to make, DDD call or IDD call?
She wants to make an IDD call.
• How do you make an IDD call from the ladall.
G: That’ s right. Thank you.
New words and phrases
• • • • • • • • • • distance ['dɪst(ə)ns] 距离 long-distance call 长途电话 directly [dɪ'rektlɪ] 直接地 domestic [də'mestɪk] 国内的 DDD(domestic direct dialing)国内直拨电话 international [ɪntə'næ ʃnəl] 国际的 IDD(international direct dialing)国际直拨电话 General Switchboard 总机 access ['æ kses] 通路，线路 code(country code/area code) 码，编码
[ɪ'mɜːdʒ(ə)nsɪ]
[kəm'plent]
The procedure of answering a phone call • Step1: pick up the telephone within 3 rings and greet the caller • Step2: understand the guest’s requests • Step3: deal with requests in time • Step4: tell the information to the guest • Step5: thank the guest for calling
Exercises
• • • • • • • Local call • Domestic long-distance call • International call • DDD • IDD • Wake-up call • Morning call • 市内电话 国内长途 国际长途 国内直拨电话 国际直拨电话 叫醒服务 叫早服务
give direction 游客问路 make wake-up call 叫醒服务 transfer phone call 转接电话
[træ ns'fɜː]
[dəˈrek ʃn]
deal with complaints and suggestions 投诉建议 deal with emergencies 火警
Pair work
• 1. Read the dialogue • 2. Make a dialogue • 情景：Richard Steward打电话找Mr. Green，可惜他不在，于是Richard 打电话到总台留了个口信，要Mr. Green回个电话给他，号码是025588-181.
• • O：Good morning, operator. … • O: …..I’m afraid he is not in. Would you like • to… • O: Certainly, sir. May • I… • O: Yes, Mr. Steward. • May I …. • O: 025-588-181. Is that • the complete message? • O: I’ll tell … • • O: You’re welcome…
• What time does Mr. White receive a wake-up call?
At 6:00 every day.
• Is the operator considerate? Why?
Yes, she is. Because she tells Mr. White to take an umbrella and keep warm when he is going out.
T • 1. Julia has been a General Switchboard
Listening
F •
F • T •
T •
operator for 3 years. 2. She has to give all the guests wake-up calls every morning. 3. Julia is responsible for providing advisory service, transferring phone calls, wake-up calls, check-in, check-out, and responding to fire alarms or other emergencies. 4. An operator should be polite, patient, friendly and helpful. 5. Julia always smiles when she answers the phone calls.
Key sentences
• • • • • • • 1. May I know /have your name, please? 2. Please wait for a moment. Hold on, please. 3. Would you like to leave a message? Would you mind leaving a message? 4. We except to serve you again. We are looking forward to serving you again.
• This is Front Office, I will transfer your call to … • I am afraid this is a direct line, and we cannot transfer your call. • Please hold the line and leave your message when you hear the beep.
Dialogue 2
• What kind of service does the operator offer?
provide advisory services
• Which rate is cheaper, calling directly from the room or going through the operator?
Switchboard 总机 ['swɪtʃbɔːd] Operator 接线员 ['ɒpəreɪtə]
What is a general Switchboard Operator responsible for?
[əd'vaɪzəri]
provide advisory services 咨询服务
Dialogue 1
• Is Mr. Write in the room at this moment? No, he isn’t. • Who does Mr. Smith want to speak to? He wants to speak to Mr. Write. • How do you leave a phone message? When you hear the beep, you can leave a message.
G: I tried to ….. In room 1204 but he was out. Could you try to locate him for me? G: Yes. Can you ask him to … when he arrives at the hotel? G: Richard Steward. G: It’s 025-588-181.