饭店基础英语.pptx
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饭店基础英语
• 51、Take it easy. • 放心好了。 • 52、Please don't smoke here. • 请不要在这边抽烟。 • 53、Goodbye. • 再见。 • 54、See you later. • 再见。 • 55、Good night. • 晚安。 • 56、See you tomorrow. • 明天见。
• 46、It's in the basement at the end of the
corridor. • 在地下室走廊尽头。 • 47、Mind/(Watch)your step. • 请走好。 • 48、Please be careful. • 请当心。 • 49、Please don't leave anything behind. • 请别遗忘您的东西。 • 50、Don't worry. • 别担心。
主管 秘书
领班
Supervisor Secretary
Shift leader/ Captain
中餐厅 西餐厅
健身房 桌球室
Chinese restaurant Western restaurant
Gymnasium Snooker & BilliardBiblioteka 网球场宴会厅 大堂吧
Tennis court
Front office department
Food and Beverage department Financial department Executive department Recreation department Sales department Purchase department Housekeeping department Human resource department Engineering department Security department
饭店实用英语课件part5.ppt
gymnasium
n. 健身房
apparatus
chest-expander n. 扩胸器
billiards
sauna
n. 桑拿
massage
recommend
v. 推荐
shunt
dissipate
n. 驱散
decongest
internal
a. 内部的
organ
stimulate
v. 刺激，激励 circulation
拉力器械 跑步机 固定自行车 杠铃 哑铃 常驻教练 蒸气浴 有……的效果 搓澡工 时而，不时 目前
乐意帮助某人, 听某人使唤
Step 3
Useful Sentences
1. Asking about services
2. Telling the guest about services
Step 4
go gray 变灰白
keep the same style 保持原来的发型
have a cold wave 冷烫 to one’s liking
让某人称心
neagiglwvhairtneish
指甲蛋油白 every other day
每个一天
Step 3
Useful Sentences
1. Asking about or demanding services
Part 5 Other Departments
30
At the Beauty Center
31 Recreation and Fitness Center
32
Business Center
Chapter 30 At the Beauty Center
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.
饭店英语unit12学习.pptx
pair work
Paying with credit card
W-Waiter G-Guest
Mr. Green finishes his dinner. He waves to the waitress.
G: Waitress! Bill please. W: Ok. Just a moment. Let me get your copy. Hm, it totals 585 Yuan. G: Are the drinks included? W: Yes, it includes drinks. Let me go through the bill for you. Four
第5页/共38页
Introduction
Credit cards or Cash
Many guests prefer to carry their money in the form of traveler’s checks because these are safer than cash. If the guest loses them, or if they are stolen, he can get his money back. Traveler’s checks have other advantages. They can be bought in different kinds of currency, so the guest does not have to worry about the changing of the exchange rates.
指示 break it down 分解开
酒，烈性酒 print/imprint vt. 压印，刷卡
Great Wall （中国） tip n. 小费
酒店英语一ppt
5、I hope you are enjoying your stay with us. 希望您在我们宾馆过得愉快。（客人在饭店逗留期间）
6、I hope you have enjoyed your stay with us. 希望您在我们宾馆过得愉快。（客人离店时） 7、Have a good time! 祝您过得愉快！
节日快乐
• Happy birthday! • 生日快乐！ • Happy new year! • 新年快乐！ • Merry Christmas! • 圣诞快乐！ • Have a nice holiday! • 假日快乐！
告别欢送语
• Goodbye! See you! 再见 • Thank you for coming! 谢谢您的光临！ • Goodbye and thank you for coming. 再见，谢谢您的光临。 • Thank you for staying in our hotel!
请问洗手间在哪儿？ W: Sure,Please follow me.
请跟我来。
不明白客人意思时
1、Pardon. 对不起，请再说一遍，好吗？ 2、Pardon me? 对不起？ 3、I beg your pardon? 对不起请再说一遍好吗？ 4、Could you repeat that, please? 请您重复一遍好吗？
W: Thank you for your compliments. 谢谢赞美。
当要对客人表示歉意时
• Excuse me. 打扰一下。 • I am sorry. 我很抱歉。 • Sorry to interrupt you. 很抱歉打断您！ • Sorry to have kept you waiting. 让您久等了 • I'm Sorry about this.
6、I hope you have enjoyed your stay with us. 希望您在我们宾馆过得愉快。（客人离店时） 7、Have a good time! 祝您过得愉快！
节日快乐
• Happy birthday! • 生日快乐！ • Happy new year! • 新年快乐！ • Merry Christmas! • 圣诞快乐！ • Have a nice holiday! • 假日快乐！
告别欢送语
• Goodbye! See you! 再见 • Thank you for coming! 谢谢您的光临！ • Goodbye and thank you for coming. 再见，谢谢您的光临。 • Thank you for staying in our hotel!
请问洗手间在哪儿？ W: Sure,Please follow me.
请跟我来。
不明白客人意思时
1、Pardon. 对不起，请再说一遍，好吗？ 2、Pardon me? 对不起？ 3、I beg your pardon? 对不起请再说一遍好吗？ 4、Could you repeat that, please? 请您重复一遍好吗？
W: Thank you for your compliments. 谢谢赞美。
当要对客人表示歉意时
• Excuse me. 打扰一下。 • I am sorry. 我很抱歉。 • Sorry to interrupt you. 很抱歉打断您！ • Sorry to have kept you waiting. 让您久等了 • I'm Sorry about this.
饭店英语6餐厅类型PPT课件
9
按食物类型分类餐厅
❖ The convenience restaurants 快餐店 It serves customers who want to eat in a
6
按食物类型分类餐厅
• The gourmet restaurants 精品餐馆 A gourmet is a person who can appreciate
the best food and drink, and who is good at choosing combinations of dishes, good wines and so forth. A restaurant that offers meals appeal to such a person is a gourmet restaurant. These restaurants are the most expensive and luxurious of all restaurants.
3
按服务方式分类餐厅
Table Service 餐桌式服务: • French service It is the most impressive method, in
which the food is served to the guests after having been presented and prepared at the table. The food is completed on a table beside the guests’ seats after their ordering.
8
按食物类型分类餐厅
• The specialty restaurants 风味主题餐馆 It offers a limited variety or style of food. It
按食物类型分类餐厅
❖ The convenience restaurants 快餐店 It serves customers who want to eat in a
6
按食物类型分类餐厅
• The gourmet restaurants 精品餐馆 A gourmet is a person who can appreciate
the best food and drink, and who is good at choosing combinations of dishes, good wines and so forth. A restaurant that offers meals appeal to such a person is a gourmet restaurant. These restaurants are the most expensive and luxurious of all restaurants.
3
按服务方式分类餐厅
Table Service 餐桌式服务: • French service It is the most impressive method, in
which the food is served to the guests after having been presented and prepared at the table. The food is completed on a table beside the guests’ seats after their ordering.
8
按食物类型分类餐厅
• The specialty restaurants 风味主题餐馆 It offers a limited variety or style of food. It
饭店英语PPT课件
2016 饭店英语
2020/3/25
1
CONTENTS
2020/3/25
2
Brand Story
● In 1961,Four Seasons Hotels Group founded the first motel in the center of Toronto. And the new generation of international business travels as the service object. Four Seasons is the first hotel in Europe to operate: Inn on the park-the Four Seasons Hotel London at Park●LFaonuer. Seasons Hotel founder Mr.
2020/3/25
3
● In 1982,the four seasons launched residential property to provide guests with full property rights or shared property rights of urban residential and holiday villas , and supporting the Four Seasons Hotel personalized service.
● September 23,2013.Allen Smith , Mr officially served as president and CEO of the Four Seasons Hotel Group.
2020/3/25
4
Development history
2020/3/25
1
CONTENTS
2020/3/25
2
Brand Story
● In 1961,Four Seasons Hotels Group founded the first motel in the center of Toronto. And the new generation of international business travels as the service object. Four Seasons is the first hotel in Europe to operate: Inn on the park-the Four Seasons Hotel London at Park●LFaonuer. Seasons Hotel founder Mr.
2020/3/25
3
● In 1982,the four seasons launched residential property to provide guests with full property rights or shared property rights of urban residential and holiday villas , and supporting the Four Seasons Hotel personalized service.
● September 23,2013.Allen Smith , Mr officially served as president and CEO of the Four Seasons Hotel Group.
2020/3/25
4
Development history
酒店餐饮英语培训课件 PPT
for the delay.）或者“让您久等了。”（Thank you for waiting.）
LOGO
Reservation 预定餐台
2、西餐餐具摆放
4
3
背景常识
1 5 2 6
1、Napkin 餐巾 2、Service plate 餐碟 Soup bowl 汤碗 3、Bread and butter plate 面包奶油碟 4、Goblet 水杯 Wine glass(for red wine) 红酒杯 Wine glass(for white wine)白酒杯 5、Fish Fork 鱼叉 Meat Fork(for fowl) 鸡、鸟肉用叉 Meat Fork(for meat)牛、猪肉用叉 6、Knife 餐刀 Soup spoon 汤勺
一、一般预订
What time, please? 请问是订在什么时间呢？ For how many people? 有多少人（就餐）呢？ Would you like a table or a private room? 您是喜欢餐台，还是包间呢？ For Chinese food or Western food, please? 请问是吃中餐，还是西餐？ May I have your name and telephone number, please? 能告诉我您的姓名和电话号码吗？ We can only keep your table till... 我们只能保留您的餐位到……（截止时间）。丽 G：Guest 旅客
M: Dongming International Hotel. May I help you? 东明国际大酒店，能为您效劳吗？ G: I'd like to book a table for 4 for tomorrow evening. 我想预定明晚的餐台，要4位的。 M: Certainly, madam. What time, please? 好的小姐，请问您预定在什么时间？ G: Around 8:30 pm. 大概在晚上8点半。 M: I see. May I have your name and your telephone number? 我明白了。能告诉我您的姓名和电话号码吗？ G: It's Jenny, and my cell phone number is 3529-2658. 我姓詹妮，手机号码3529-2658。 M: Miss Jenny, 3529-2658, coming at 8:30...Is that right? 詹妮小姐，3529-2658，8点半到……是这样吗？ G: Yes. 对。 M: We look forward to serving, Miss Jenny. Thanks for calling. 我们恭候您的光临，詹妮小姐。谢谢您的电话。
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对话常用语—回答语
5．客人对自己说“Thank you.”时回答 You are welcome. 不客气。 Thank you, sir. 谢谢您，先生。 R>Thank you very much. 非常感谢您。 6．交给客人某些东西时，可以说 Here you are. 您要的东西在这里。 Here is your room key. 这是您的房间钥 匙。 Here it is. 这是您的东西。
It was nice to see you again. 很高兴又见到你。
Could you hold the line, please? 请不要挂电话好吗？
对话常用语—询问 inquiry[ɪn'kwaɪrɪ]
3．询问客人的喜好或是做什么时， 可使用Would you ... Would you like tea or coffee? 请问您要喝茶还是咖啡？ Would you like to take a taxi? 请问您要搭计程车吗？ Would you mind sitting here? 请问您介意坐在这里吗？
Guest service center 宾客服务中心 Pastry Kitchen 饼房
Executive Lounge 行政酒廊
Kitchen 厨房 Restaurant 餐厅
教学方案 分部门
Section
SM 市场销售
Sales 销售 Reservation 预订部 PR（Public relation) / MARCOM 公关部/市场传讯部
4．在提供建议协助、征求意见时， 可使用Shall I ... 或Would you like me to do ...? Shall I draw the curtains? 请问需要我把窗帘拉上吗？ Shall I draw you a map? 请问要我为您画一张地图吗？ Shall I make the reservation for you? 请问要我为您安排预约吗？
Artist美工 Driver司机 Helper厨工 Duty Manager值班经理 Bellman行李员 Chief Engineer总工程师 Storekeeper库管员 Technician技工
教学方案 职位
Title
Director总监 Manager经理 Assistant Manager副经理 Supervisor主管 Captain领班 Clerk文员 Coordinator协调员 Executive Chef行政总厨
EO FIN SM or S&M ENG HR
教学方案 部门
Department
Do you remember?
Front Office Housekeeping Food & Beverage Security
前厅部 客房部 餐饮部 保安部
FO HK or HSKP FB or F&B SEC
教学方案 分部门
早上好
下午好
晚上好
欢迎回来
Hello How do you do? 你好 你好 你好吗？
How are you? Fine, thank you, and you? 很好，谢谢，你呢？
Fine, thanks, and you? 很好，谢谢，你呢？
Good-bye Good night Good-bye for now 再见 晚安 再见
请问您什么时候结帐离开？
请您写下来好吗？
May I see your passport, please? 请让我看一下您的护照好吗？
Could you draft the fax, please? 请您写下传真的草稿好吗？
May I know your nationality, please? 请问您的国籍是什么？
Good morning (afternoon, evening), sir (madam) 早上（下午、晚上）好，先生（夫人）。
I hope you will enjoy your stay with us. 希望您在我们宾馆过得愉快。（客人刚入店时）
Wish you a most pleasant stay in our hotel. 愿您在我们宾馆过得愉快。
1．自己要做什么事时，就使用May I ... 2．麻烦客人时，可使用Could you ...
May I have your name, please? 请问尊姓大名
Could you fill out the form, please? 请您填写这张表格好吗？
May I have your check-out time, please? Could you write that down, please?
Guide
领位
Cashier
收银员
Waiter / Waitress服务员（餐饮）
Bar Tender
吧员
Chef
厨师长
Attendant
服务员（客房）
Receptionist 接待
Trainer
培训师
03
常用语句
Commonly used Expression
对话常用语—询问 inquiry[ɪn'kwaɪrɪ]
FC 财务部
Operation 运作 Account 会计 Costing 成本 Credit 信贷 Purchasing 采购 IT=Information Technology 电脑 EDP=Electronic Data Processing
教学方案 职位
Title
General Manager 总经理 Depute General Manager副 总经理 Representative of owner业主 代表 Executive Secretary行政办 秘书
HR 人力资源部
Personnel 人事 Training Department 培训部 Staff Canteen 员工餐厅 Clinic 医务室 Dormitory 宿舍
教学方案 分部门
Section
ENG 工程部
Air Condition 空调组 AV/ Telephone 影音电话组 Electric 电工组 Water 水工 Machine 机械组 Carpenter/Painter木工、 油漆组
safe 安全的
enjoy 喜欢
pleased 高兴
sure 当然
trip 旅游
weekend 周末
again 再
look forward to 盼望
satisfaction 满意
PHRASES ON THE JOB
工作短语
Good morning Good afternoon Good evening Welcome back
酒店英语口语培训
Hotel & Restaurant English Training Expert
培训人：Erisshi
时间：
目录
CONTENTS
1
音标
Phonetic Symbol
2 酒店名词 Hotel Vocabulary
3 常用语句 Commonly used Expression
4 情景对话 Situational dialogue
对话常用语—招呼语
Good morning. (用于中午以前) Good afternoon. (用于中午至下午六点以前) Good evening. (用于下午六点过后) 在这些招呼语的后面接句子，例如： Good morning, sir. Are you checking-out? 早上好，先生，请问您要退房吗？ Good afternoon, sir. Welcome to LI JIA Hotel. 中午好，先生，欢迎光临丽嘉酒店。 Good evening, Ms. May I help you? 晚上好，小姐，请问我能为您服务吗？ 后面也可以接上自己酒店名称、部门名称，如： Good morning, sir. This is the Front Desk. May I help you? 早上好，先生。这里是 服务台，请问您需要服务吗？
3．要麻烦客人或是拒绝客人的要求时 拒绝客人时，不要一口回绝说“No.”，要委婉一些。 I am afraid I can't do that. 不好意思，我恐怕没办法那样做。
Excuse me, sir. Please let me pass. 不好意思，先生，麻烦让我过一下。 4．道歉 如果是自己的错就说“I am sorry.” 如果是公司的错，就说：“We are sorry.”。 I am very sorry for the delay. 很抱歉延误了时间。 I am very sorry for the inconvenience. 很抱歉造成您的 不便。 I would like to apologize for the mistake. 为这个错误我 深致歉意。
对话常用语—回答语
1．一般性的回答 I see, sir. 我明白了，先生。 Certainly, sir.好的，先生。 2．请对方再等一会儿 Just a moment, please. 请稍等。 Thank you for waiting. 您久等了，先生。 I am very sorry to have kept you waiting. 很抱歉让您久等了。 Could you wait a little longer, please?
01
音标
Phonetic Symbol
26个英文 字母
48个国际 音标—元 音发音
48个国际 音标—辅 音发音
发音举例
教学分析
Part 1
26个英文字母