饭店实用英语scene 6
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.
Unit Sixteen《饭店实用英语》
Words & Phrases
• reservation function 预订功能 • credit function 信用功能 • Front Office control 前厅控制 • general accounting 总账 • month end closing 月终结算 • rebate form 减免表 • backup 附件 • permanent guest service manager 长住客人服务经理 • stock take 盘点 • on schedule 准时 • transfer form 调拨单 • fiscal year 会计年度
饭店实用英语
Unit Sixteen
Words & Phrases
• treasury n. 资金 • purchasing n. 采购 • receiving n. 收货 • disbursement n. 报销 • inventory n. 库存 • processing n. 处理 • termination n. 终止 • substantiation n. 证实 • evaluation n. 评估 • compilation n. 编集 • storing n. 贮藏 • sales function 销售功能
• 2. Accounts receivable in a hotel are divided into two parts. First，a house ledger (or tray ledger)，kept at the Front Desk，is made up of bills owed by guests in the house. Charges by guests posted after they have checked out and charges by other persons，such as restaurant patrons not in the hotel，are kept in what is often called the city ledger.
《饭店实用英语》教案 Unit Six
Unit Six一、教学目标1. 掌握离店礼宾服务的程序与标准；2．掌握如何接待现金、信用卡和支票结账。
二、课时分配本单元有五个部分，共需8个课时。
理论4课时，实训4课时。
三、教学重点难点1. 了解结账退房的礼仪规范2．掌握结账退房常用的口语表达法四、教学大纲Part 1 Free Talk1. When you can’t satisfy a guest’s request, what should you do?2. What should the receptionist be like when dealing with the checkout?Part 2 Hotel Practical EnglishDialogue 1 I’d Like to Check Out NowDialogue 2 I’m Ready for YouPart 3 TextCheckout ServicePart 4 Case StudyWe are Late Checking OutPart 5 Home ReadingGuest Checkout ProceduresOrganizing Late Charges to Ensure Accuracy五、教学方法和手段1. 讲授法2. 任务型教学法3. 模拟情景表演法4. 角色扮演法5. 视频教学法6. 启发式教学法7. 提问式教学法8. 讨论式教学法六、教学手段讲练交替，并灵活运用多种先进的教学手段，比如多媒体课件与观看饭店服务短片相结合六、教学评价考核以课前演讲简洁介绍课文的主要内容；以小组为单位完成对话表演，记为技能考核分。
课堂提问记为平时分，主要目的就是尽可能调动学生学习的积极性，使学生积极参与课堂教学。
饭店实用英语课件6
The International Standards Organization developed it for EMS implementation and certification.
3. Who has developed an EMS standard specifically for the hospitality industry?
IV. Translation 1. Chinese- English
1) 我们将把您的意见编入计划。 (incorporate…into… )
We are going to incorporate your opinion into the plan.
2) 把路上的耽搁算进去，你要用一个小时才 能到达机场。(allow for )
Exercises
Exercise I
Exercise III
Exercise II Exercise IV
I. Answer the following questions based on the text
1. What is an environmental management system (EMS)?
III. Fill in the blanks with appropriate words or
Unit Six《饭店实用英语》
Notes
• 6.announcing housekeeping:This is the procedures when entering a guestroom:knocking on the door and announcing“Housekeeping”.If the guest answers,introduce yourself and ask what time would be convenient to clean the room.If no answer is heard,wait a moment,knock again,and repeat,“Housekeeping.”If there is still no answer,open the door slightly and repeat,“Housekeeping.”
• 13.Do Not Disturb:请勿打扰。 • 14.bed occupancy list:床位出租情况表。 • 15.linens:articles traditionally made of linen,but today
more often made of cotton—sheets,pillowcases,towels,and so forth.
饭店实用英语
Unit Six
Words & Phrases
• allocate v.分派，分配 • sequence n.序列，顺序 • privacy n.隐私，秘密 • position v.安置 • mitering n.折角法 • fixture n.固定设备，装置 • spot v.玷污，弄脏 • replenish v.补充，添加 • on a par with与……平等 • maintain the standards保持标准 • take a...approach at对……采取……方法
《饭店实用英语》课件 scene 6
• A: One moment, please, madam. Here is your bill. Would you like to check
and see if the amount is correct?
• B: Oh, yes. The figure looks a little big. What’s the 120 yuan for?
• B: Thank you. Goodbye.
• A: Goodbye.
Ⅱ. Hotel Practical English
Hale Waihona Puke Dialogue 2I’m Ready for You
(A: Receptionist B: Guest)
• B: I’ll be checking out of the hotel in about 30 minutes.
Hotel Practical English
Scene 6 Check-out
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?
• B: How much is it?
• A: It’s only 5 yuan one hour, but you need to leave a deposit.
Ⅱ. Hotel Practical English
《饭店实用英语》课件-scene-5
Ⅱ. Hotel Practical English
Dialogue 1
There Is Nothing on My TV Screen
(A: Receptionist B: Guest )
• A: Good afternoon. May I help you?
• B: Yes, there is nothing on my TV screen after I turn it on.
Ⅲ. Text
• keep good customer relations. Customer relationship is the heart of a business. As we offer services to guests we should not forget that we are bound to fault and that makes it necessary for us to accept the faults. Customers are always right because you have to be there for them.
• Don’t try to cover up your mistakes even when you have an advantage to do so. Accept the mistakes and correct as soon as possible and this will help you to
• In addition, don’t contradict the complaint on the face of it. Customer satisfaction is the first thing in the hospitality industry. Customers don’t need much more than the quality service in time. If you try your best to satisfy the customers, they will be willing to come back again and you can get more business from the same customers.
餐厅实用英语6饭店用餐
餐厅实用英语6饭店用餐Tom: No, we don't.Waiter: How many people are you together?Tom: Just two persons.Waiter: Would you like to sit in smoking section, non-smoking section or whatever es open first?Tom: We prefer non-smoking section.Waiter: Awfully sorry, there are no vacancies left now. Would you like to wait for a moment?Tom: How long a wait do you think there'll be?Waiter: About eight minutes, I think.Tom: OK, we will wait a while.(Ten minutes later)Waiter: I'm sorry for making you wait for so long. Now there is a table available in non-smoking section. Please follow me.Tom: Thank you.Waiter: This is menu. Are you ready to order now?Tom: Sorry, we haven't decided yet. Could you please give us a little longer?Waiter: No problem.Tom: Well, I think I would like to have a shrimp cocktail and the tomato sausage soup first. How about you, Jones. Jones: The same for me, please.Waiter: Yes, sir.Jones: What main dish would you like, Tom?Tom: Well, I'd like the sole, please.Jones: I'll have the sirloin steak.Waiter: Yes. What would you like to drink?Jones: Red wine for me. And you, Tom?Tom: I think I'll have beer.Jones: One goblet of red wine and one bottle of beer, please.Waiter: Would you like a dessert?Jones: What special kind of desserts do you have?Waiter: Lemon pie, hot cake in syrup, chocolate sundae and custard pudding.Tom: Well, I think we'll order after we finish the main course.Waiter: All right, I'll bring the soup right away.饭店用餐侍者：晚上好。
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Ⅱ. Hotel Practical English
• B: I’m going to spend some time exploring the city. What can I do with my luggage?
• A: We do have a storage space for your bags. But there’s a small charge.
Ⅲ. Text
Check-out Service
• Check-out is the best opportunity for securing additional reservations. As the final impression that the customer has of a hotel, the checkout procedures are essential for maintaining and growing the customer base. The hotel should ensure that the Front Office staff makes the most of this opportunity by developing a checklist from the check-out.
• B: How much is it?
• A: It’s only 5 yuan one hour, but you need to leave a deposit.
Ⅱ. Hotel Practical English
• B: A deposit? Isn’t my luggage a deposit? • A: I wish it was, but it isn’t. They will still want a credit card. • B: That deposit bothers me. I’ll have to think about this for a second. • A: Better hurry, sir. You have to check out in less than half an hour. • B: Thanks for your reminding.
• 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?
• A: One moment, please, madam. Here is your bill. Would you like to check and see if the amount is correct?
• B: Oh, yes. The figure looks a little big. What’s the 120 yuan for?
• A: Thirty minutes or 30 seconds, it doesn’t matter. I’m ready for you, sir.
• B: Very good! Now, it’s still early morning here in Beijing.
• A: You’re right. The clock just struck seven.
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.
Hotel Practical English
Scene 6 Check-out
Teaching Procedures
1
Free Talk
2
Hotel Practical English
3
Text
4
Exercises
5
Case Study
6
Home Readi• 1. When you can’t satisfy a guest’s request, what should you do?
• First of all, the Front Office staff should arrange the paperwork in advance. The evening before, review all the guests who are due to check out and arrange all their files together. Send express checkout forms to all the appropriate customers’ rooms. Note these customers’ names so you can greet them by name in the morning.
• A: Certainly, madam. May I have your passport, please?
• B: Here you are.
• A: Could you sign here for me?
• B: Sure.
• A: Here are your receipt and your card, madam. Have a safe trip home.
• B: Thank you. Goodbye.
• A: Goodbye.
Ⅱ. Hotel Practical English
Dialogue 2
I’m Ready for You
(A: Receptionist B: Guest)
• B: I’ll be checking out of the hotel in about 30 minutes.