(优选)饭店情景英语课件
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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
饭店情景英语(第二版)课件：商务中心和电话服务
饭店情景英语
前厅
BACK NEXT
Business Center & Telephone Service 商务中心和电话服务
IV. Tips for Service
(3) OFFER HELP ➢ Can I help you? ➢ May I help you? (4) LISTEN ACTIVELY ➢ I’d like to make a reservation. ➢ I’d like to speak to the accounting department. ➢ Is there a video tonight? ➢ My room is very cold. (5) IDENTIFY CALLER ➢ May I know who is calling, Madam? ➢ May I have your name and room number, Sir?
incoming fax? By cash or sign the bill? G: I’ll sign it. Thank you. C: Thank you, Mr. Rockwell. I’ll put that in your account.
Goodbye and have a nice day.
? ?
?
BACK NEXT
Business Center & Telephone Service 商务中心和电话服务
I. Leading-in
Business Services
➢ Nowadays, modern hotels continually introduce new service standards and the latest technology to keep up with the fast changing business world. Guests have the assurance of friendly and highly professional staff combined with the advantage of all the latest business systems, in rooms, business center, and sometimes throughout the hotel.
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.
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
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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。
饭店情景英语(第二版)教学课件第3章PartIIILesson3
饭店情景英语
第三章 客房部
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中国人民大学出版社
Lesson 3 Laundry Service 洗衣服务
II. Working Procedure
您的衣服需要熨烫吗？/干洗吗？/缝补吗？/缝上纽扣 吗？ 6．处理投诉。 I will check it right away. 我马上就去查看。 I will check whether or not your clothes have been returned. 我会去检查，看您的衣服是否已经被送回来了。 I’m sorry that I missed one of your clothes. 对不起，我弄丢了您的一件衣服。
饭店情景英语
第三章 客房部
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中国人民大学出版社
Lesson 3 Laundry Service 洗衣服务
III. Dialogues
Dialogue 2 Collecting Laundry in Guest room
(C: Clerk J: James) C: Laundry service, may I come in? J: Come in, please. C: Good morning, Mr. and Mrs. James. J: Good morning. We need express laundry service. Here
II. Working Procedure
洗衣服务流程 1. 洗衣服务说明。 Clothes received before 12:00 will be returned by 18:00 in the same day; and those received after 12:00 will be sent back by noon the next day. 每天中午12点以前送洗的衣服在当天下午6点就能被 洗好送回；12点以后送洗的则在第二天中午前才能被 洗好送回。 There is a rate list in the laundry form on the desk. 在桌上的洗衣单里有价目表。
unit1饭店情景英语
1.1 A Long Distance Call Reservation
❖B：How much is a British suite? ❖R：CNY 1,288 with breakfast
,equivalent to 200 US dollars. ❖B: Good. I’ll take it.
THANKS！
arrival and departure dates? ❖B: From May 26th to May 29th.
1.1 A Long Distance Call Reservation
❖R: Very well, Mr. Bellow. A British suite from May 26th to May 29th.Am I correct, Mr. Bellow?
❖C: Are you sure there is a room available there?
❖R: Don’t worry, sir. We have the referral system. Just a moment, please.(After connecting Xingzhong Hotel)Yes, there is.
1.1 A Long Distance Call Reservation
❖Reservationist(R): Shanghai Huatian Hotel. Reservation Desk. Can I help you?
❖B: I′m calling from New York. I′d like to reserve a room in your hotel.
❖C: I’d like to reserve a junior suite for our boss Mr. George Smith. He will be staying from Oct.7th to 10th.
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.
饭店情景英语(第二版)教学课件第1章PartILesson6
中国人民大学出版社
Lesson 6 Complaints & Apologies 投诉与道歉
II. Dialogues 2
(C: Clerk G: Guest) G: Why have you brought me a beer instead of the bill? C: I am very sorry, Sir. I will fetch your bill immediately. …… C: Sorry for having kept you waiting, Sir. Here is your bill.
饭店情景英语
第一章酒店基础英语
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中国人民大学出版社
Lesson 6 Complaints & Apologies 投诉与道歉
II. Dialogues 4
(C: Clerk G: Guest) G: I ordered some coffee ten minutes ago. Where is it? C: I’m so sorry, Madam. I’ll bring it to you straight away.
Remember for the minor complaints, you can deal with them directly by yourself, but for serious problems, you need to hand them over to your Supervisor or Manager.
necessary clarify with the guest so that you understand the exact complaint. • Step 2 Apologize to the guest. • Step 3 Tell him what you are going to do. • Step 4 Tell him when you are going to do it.
Lesson 6 Complaints & Apologies 投诉与道歉
II. Dialogues 2
(C: Clerk G: Guest) G: Why have you brought me a beer instead of the bill? C: I am very sorry, Sir. I will fetch your bill immediately. …… C: Sorry for having kept you waiting, Sir. Here is your bill.
饭店情景英语
第一章酒店基础英语
PREV. NEXT
中国人民大学出版社
Lesson 6 Complaints & Apologies 投诉与道歉
II. Dialogues 4
(C: Clerk G: Guest) G: I ordered some coffee ten minutes ago. Where is it? C: I’m so sorry, Madam. I’ll bring it to you straight away.
Remember for the minor complaints, you can deal with them directly by yourself, but for serious problems, you need to hand them over to your Supervisor or Manager.
necessary clarify with the guest so that you understand the exact complaint. • Step 2 Apologize to the guest. • Step 3 Tell him what you are going to do. • Step 4 Tell him when you are going to do it.
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H UNIT 2
Page 20
At the Reception Desk , 在接待处
Dialogues: • 2-1 Registration（登记住宿） • 2-2 Checking in a group（团队登记住宿） • 2-3 extending the stay （续住）
H UNIT 2
1
UNIT 3
礼宾部1
Concierge (1)
Dialogues
3-1 See-in Service（接机） 3-2 Introducing Hotel Service（介绍饭店服务） 3-3 About Slow Delivery of Baggaga （抱怨行李运送太慢）
1
UNIT 3
礼宾部1
a block of 一层 at once 立刻 standard 标准 arrange 安排 porter 行李员 upstairs 楼上 fully equipped 设备齐全 request 要求 convention 会议 Don’t worry. 别担心。 no-show 预定未到的人 all the time 总是
Concierge (1)
Exercise 21
1.我们宾馆被认为是本市最好的五星级宾 馆之一。
2.W这h些a服t务a员n英ic语e讲/b得ad多流da利y啊i！t is!!
3.服务员会带您去哪儿的室内游泳池。 4.我保证我们不会再给您添麻烦了。 5.托运前请把姓名标签系在每件行李上。
1
UNIT 4 Concierge (2)
Page 20
At the Reception Desk , 在接待处
New Words
pull up 停车 go forward to 向前走 reserve 预定 just a moment 过一会儿 passport 护照
Would you mind doing… 你介意…吗？ In cash 现金 the key to …的钥匙 safe 保险箱 show you up 带你去 Baggage 行李箱
UNIT 1
Room Reservations
Dialogues:
1-1 A Long Distance Call Reservations(长途电话预定) 1-2 A Group Reservation(团体预定) 1-3 A Face-to-face Reservation(门市预定)
New W classmate to us.
1
UNIT 3
礼宾部1
Concierge (1)
New words
pick-up 捡起；获得；收拾 sign 迹象；符号；手势 bumping 震动 to one's relief 让某人轻松的是 clear up 清晰 piece 块；件；篇 head for 朝...走 trunk 汽车车尾的行李箱 escort 陪同 airy 通风的 salon 沙龙 barber 理发师 souvenir 纪念品 attendant 服务员；侍者 tag 标签 afraid 害怕 inconvenience 不方便
New words
historical 历史的 interest 兴趣 cover 覆盖 sound 健全的；合理的；可靠地 reach 到达 trolley 有轨电车 along 沿着 crossing 路口 straight 直线的 square 广场 well-known 有名气的 in advance 提前 busy 忙碌的 soft berth 软卧 receipt 发票
（优选）饭店情景英语课件
关于考试： • 平时成绩（70%）：课堂发言+考勤 • 卷面成绩（30%）
上课方式： • 课本内容 • 学生自己发言
PART 1 The Front Office
The Manager's Remarks
Questions:
1. What is the aim of a hotel ? 2. Can you say something about the great importance of the front office ? 3. Why should the hotel staff have a strong sence of responsibility ? 4. How can the hotel achieve greater financial success ?
H UNIT 2
Page 20
At the Reception Desk , 在接待处
Exercises 1:
1. 明天上午您打算干什么？ 2. 史密斯先生准备用现金，还是用信用卡付款？ 3. 我打算只带两件行李去旅行。 4. 那位过路客人准备在大厅等到六点钟吗？ 5. 我不准备再多待下去，天好像要下雪了，是吗？
equivalent 平行的 arrival 到达的 May 26th 5月26日 credit card 信用卡 take care of 照顾，处理 parking lot 停车场 10% discount 九折
representative 代表 UA 美国联合航空 confirmation 确认 assist 协助；帮助 southward 向南 available 可获得的 referral 参考的
UNIT 1
Room Reservations
Exercises 1:
1.我希望我们不久以后会再见面。 2.今天下午三点钟您不要打电话来，那时我在上课。 3.明天上午这个时候，我们要在会议室开会。 4.今晚七点钟你们干什么？ 5.他七点钟在大厅等您，行吗？
Exercises 2:
Self-Introduction—— Please make a brief self-introduction in 3 minutes at least, you can try it from the aspects below: • name • hometown • interests&hobbies • speciality • character