酒店英语 unit 4PPT课件
Translation
Dialogues
Dialogue 3
Taking a Message 留言服务
J=Jane (Concierge) S=Stephen Nobel (Guest)
S: Excuse me. J: Yes. What can I do for you? S: I’m here to see Dr. Smith from America. J: Do you know when he arrived, sir? S: The day before yesterday. I believe. J: Just a moment, please. Let me see. Er... What’s his full name? S: Mike Smith from San Francisco.
Translation
Dialogues
Dialogue 1
Giving Information 提供信息
J=Jane (Concierge) S=Stephen Nobel (Guest)
S: Good morning. Can I ask you something? J: Yes, of course. What can I do for you? S: Well. I’m planning to take a friend of mine to dinner. You see, we both love spicy Chinese dishes. I’m wondering if you could recommend to me a good local restaurant where I can find some good spicy local dishes. J: I’d love to. If spicy local dishes are what you are looking for, there is no other place in the whole city that’ll please your appetite better than the Sichuan Restaurant. The restaurant serves very good and spicy local dishes. You might want to try tgues Useful Drills Tips Exercises
Dialogues
Background Information
Information(问讯处)位于宾馆大堂,为宾客提供咨询､留言等服务｡ 1. Front Office(前厅部) 指设在饭店前厅销售饭店产品､组织接待工作､调度业务经营和为 客人住店提供一系列综合性服务的部门｡ 前厅部的主要任务有两个:一是经营,二是管理｡ 2. Front Desk(前台或总服务台) 饭店设置在大堂为客人提供登记､问讯､结账等服务的区域。 前台隶属于前厅部｡ 前台是饭店对客服务的窗口｡
Translation
Dialogues
Dialogue 1
S: How far is it from here? J: It is quite a distance from here. I would suggest that you take a taxi there. S: Thank you. But do you mind writing down the name of the restaurant on this piece of paper so that I can show it to the taxi driver? J: Yes. Here you are. S: One more thing, do you have any idea how much we should pay the taxi driver for the trip? J: RMB25 to RMB30 would be plenty to cover it. S: Thank you for the information. Have a nice day J: Thanks. You too.
Translation
Dialogues
Receiving a Guest 会客服务
Dialogue 2
S: Excuse me, but I’d like to see Mr. Smith. Is he in the room? J: May I have your name, please? S: Of course. My name is Stephen Nobel. J: Just a moment, please. Dialing Mr. Smith’s room number, This is the Reception Desk, Mr. Smith. Mr. Nobel is asking to see you. He is in the lobby downstairs. M: On the phone, Yes. Please ask him to wait for me in the lounge. I’m coming soon. J: To Mr. Nobel, Mr. Nobel, Mr. Smith said he’d like to see you in the lounge in a moment. S: Thank you for your help. J: You’re welcome. The lobby attendant will show you to the lounge.
高职高专 旅游与酒店管理类课程规划教材
实用酒店英语（第二版）
Unit 4
Information
Information 问讯服务
Aims of Studying
How to receive a visitor with an appointment with guests. 如何提供会客服务 How to give directions to the guest. 如何给客人提供外出指导 How to take a message for the guest. 如何代客人留言
合集下载
酒店英语Unit Four
Ford, one guest at Bank Hotel, would like to check out by cash. Role A: You are a cashier working at Bank Hotel. Role B: You are a guest, Henry Ford, wants to check out by credit card.
Tips: May I have my bill, please？ What’s your room number, sir? Here is my key card. May I pay with traveler’s check?
Company Logo
Part 1 Listen and Talk
Company Logo
Part 1 Listen and Talk
Tasks to Complete
Role playing: Make up a conversation with your partner according to the situation given below. Task 2
Part 1 Listen and Talk
Lead-in
Study the pictures below and discuss them. Then produce possible words and expressions that relate to the theme.
Picture 4 Picture 3
Part 1 Listen and Talk
Way to Speak：Learn how to speak by listening to and reading the dialogue samples carefully. Dialogue 1 : Check-out by credit C=Cashier G=Guest C: Good morning, sir. What can I do for you? G: Yes, I’d like to check out now. C: May I have your name and room number, please? G: Tom Wilkinson, Room 406. C: Yes, Mr. Wilkinson. Have you used any hotel service this morning? G: No, I haven’t. C: Fine. This is your bill, Mr. Wilkinson. That was three nights at ﹩80 a night plus meals that you had at the hotel. That comes to a total of ﹩284. G: May I pay by credit card? C: Of course. May I have your card, please? G: Here you are. C:（Printed the card）Would you sign your name here, please? G: Sure. C: That’s fine. Have a nice day. G: Thank you.
Tips: May I have my bill, please？ What’s your room number, sir? Here is my key card. May I pay with traveler’s check?
Company Logo
Part 1 Listen and Talk
Company Logo
Part 1 Listen and Talk
Tasks to Complete
Role playing: Make up a conversation with your partner according to the situation given below. Task 2
Part 1 Listen and Talk
Lead-in
Study the pictures below and discuss them. Then produce possible words and expressions that relate to the theme.
Picture 4 Picture 3
Part 1 Listen and Talk
Way to Speak：Learn how to speak by listening to and reading the dialogue samples carefully. Dialogue 1 : Check-out by credit C=Cashier G=Guest C: Good morning, sir. What can I do for you? G: Yes, I’d like to check out now. C: May I have your name and room number, please? G: Tom Wilkinson, Room 406. C: Yes, Mr. Wilkinson. Have you used any hotel service this morning? G: No, I haven’t. C: Fine. This is your bill, Mr. Wilkinson. That was three nights at ﹩80 a night plus meals that you had at the hotel. That comes to a total of ﹩284. G: May I pay by credit card? C: Of course. May I have your card, please? G: Here you are. C:（Printed the card）Would you sign your name here, please? G: Sure. C: That’s fine. Have a nice day. G: Thank you.
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
UNIT 4 客人离店
Hotel English 酒店英语视听说
Listening II
Pair work. Decide which sentences are spoken by Mr. Brown B, which by the receptionist R. Then arrange the sentences to make a conversation.
(T )
(T ) (T)
Hotel English 酒店英语视听说
Video I
At the Reception Desk
A guest comes to the reception desk to check out.
Hotel English 酒店英语视听说
Listening I
1
Role-play the dialogue with your partner.
Hotel English 酒店英语视听说
Listening I
2
Fill in the blanks with proper expressions.
Hotel English 酒店英语视听说
Listening II
1
Role-play the dialogue with your partner.
Hotel English 酒店英语视听说
Listening II
Pair work. Decide which sentences are spoken by Mr. Brown B, which by the receptionist R. Then arrange the sentences to make a conversation.
Hotel English 酒店英语视听说
新时代职业英语酒店英语教学课件Unit 4
3
Scene 2 A wake-up call
Task 2 Listen to the dialog again and complete the following record sheet.
Bill Williams 6:00 a.m.
√ √ 2 cups of black tea
Room 815 √
5
5
Reading 1 Telephone message record
Task 1 Complete the following telephone message record with the information in Scene 1.
Mrs. Michelle Huston
Mr. Frank Huston 710-909-4426
4
8 The country codes are listed in the Service Directory in your room. 国家代码列在了您房间里的服务指南上。 9 This is... Hotel Operator. There is a collect call from... in Beijing. Will you accept the charge? 这里是……酒店总机，……从北京打来的电话，是由接听人付费的，您同意付款吗？ 10 Your call to Los Angeles lasted... minutes. It will cost... US dollars. 您打到洛杉矶的电话持续了……分钟，费用是……美元。 11 We will add it to your final room bill. 我们将一并加在您最终的房费账单上。 12 I’m terribly sorry to hear that. 听到此事我感到很遗憾。 13 Please wait a moment. I’ll send someone up right now to fix it. 请您稍等，我马上派人去修理。 14 Please accept my sincere apologies for our mistake. 对于我们的失误，请接受我真诚的道歉。
酒店英语(精品课程)unit4-L8
• Homework
Teaching Objectives:
• • •
Ⅰ.Knowledge Objectives(知识目标)：
By the end of this lesson, you should be able to（本
节课你应该学会）
1.spell and pronounce the words on telephone service（拼读关于电话服务的单词） 2.remember some key expressions in the dialogue.
•
• • • •
（记住对话中的重要短语） Ⅱ.Technical Objectives(技能目标)：
1.Obtain the telephone information on asking for leaving a message （获得电话留言的信息） 2.Learn how to make telephone service in English in daily life.
（在日常生活中学会如何用英语进行电话服务）
Task1 Match the words and the pictures
1) hotel
2) wake-up service 3)Message Desk
4) operator
Task2 Match the expressions and their meanings • policy 教育代表团 • extension number 等一等 • Education Delegation 分发 • leaving a message 留言 • give out 分机号 • hold on 政策，规定
6.But I can connect you to his room if you f. 这是酒店的规定，不能泄露客 give me more details. 人的房间号。
酒店英语 unit 4PPT课件
★ It’s very kind of you. You are welcome.
谢谢,您真客气｡ 不用谢｡
Not at all.
不用谢｡
Don’t mention it.
不用谢｡
It’s my pleasure./With pleasure./My pleasure. 很高兴为您服务｡
I am at your service.
Translation
Dialogues
Dialogue 3
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.
You are welcome. Thank you, sir. Thank you very much.
不客气｡ 谢谢您,先生｡ 非常感谢您｡
Tips
3. 交给客人某些东西时,可以说: Here you are. Here is your room key. Here it is.
酒店服务与管理英语unit4
客：早上好。我能在这儿把美元换成人民币吗？
3/1/2016
Dialog 1 Foreign exchange
C:Yes, sir. According to today’s exchange rate, 100 US dollars in cash comes to 830 yuan RMB. How much would you like to exchange, sir?
各国也用不同的金属制造形状各异的本国货。英国最早的 硬币是用锡做的。瑞典和俄国则用铜制币。后来，各国开
始用金银来制作货币。
3/1/2016
Housekeeping department
----the backbone of a hotel
※But even gold and silver were inconvenient if you had to buy something expensive. Again the Chinese thought of a way to improve more like a note from one person to another than the paper money used today.
员：谢谢，劳伦斯先生。您的钱要什么面额的？
T:In fifties, please.
客：全要50元一张的。
3/1/2016
Dialog 1 Foreign exchange
C：Here are thirty-three 50-yuan notes and one 10-yuan notes, altogether 1,660 yuan RMB. Please check it. With the memo, you may have the leftover RMB changed back into US dollars at the Bank of China or the Airport Exchange Office.
3/1/2016
Dialog 1 Foreign exchange
C:Yes, sir. According to today’s exchange rate, 100 US dollars in cash comes to 830 yuan RMB. How much would you like to exchange, sir?
各国也用不同的金属制造形状各异的本国货。英国最早的 硬币是用锡做的。瑞典和俄国则用铜制币。后来，各国开
始用金银来制作货币。
3/1/2016
Housekeeping department
----the backbone of a hotel
※But even gold and silver were inconvenient if you had to buy something expensive. Again the Chinese thought of a way to improve more like a note from one person to another than the paper money used today.
员：谢谢，劳伦斯先生。您的钱要什么面额的？
T:In fifties, please.
客：全要50元一张的。
3/1/2016
Dialog 1 Foreign exchange
C：Here are thirty-three 50-yuan notes and one 10-yuan notes, altogether 1,660 yuan RMB. Please check it. With the memo, you may have the leftover RMB changed back into US dollars at the Bank of China or the Airport Exchange Office.
Unit4Hotel-Serviceppt课件
Receptionist: Good morning. Can I help you, madam?
You: 1 (表示要结账。) Receptionist: OK. Would you please tell me your
name and room number? You: Nancy Birley, Room 4608. Receptionist: Yes, Miss Birley. 2 (说明客人是
翻译
• 1.我要先寄付押金吗？ • 2. 你是用信用卡还是现金支付？ • 3. 我可以订一个双人房间吗？ • 4. 你们接受旅行支票吗？ • 5. 早晨好。假日酒店客房预定部？ • 6. 这里的单人房间一天多少钱？ • 7. 你什么时候入住酒店？ • 8. 下午两点前你要结账退房。 • 9. 请问明天你们是否有单人的空房间？
Receptionist: 3 ___W__o_u_ld__yo_u__p_le_a_s_e_f_il_l o_u_t_t_h_e_r_e_g_is_t_ra_t_io_n__fo_r_m________? (请您填一下这张登记表好吗？)
You: Here it is. Is it all right?
Receptionist: Good evening! Welcome to Village Inn. What can I do for you?
You: ___I_h_a_v_e_a__r_es_e_r_v_at_i_on__w_i_th__y_o_u____. (我在这儿预订了房间。)
Receptionist: May I have your name, please?
You: I’m Tom Addison.
Receptionist: Yes, Mr. Addison. You’ve made a reservation for one single
酒店实用英语教程-unit4B_Human_Resources_Management
Yes. They have an indirect impact on customer satisfaction by means of the backup support they provide to frontline staff.
5) What is a prerequisite to improved service quality in the hospitality and tourism industry?
1) 酒店的服务质量主要取决于酒店的工作人 员。(hinge… upon )
The service quality of a hotel mainly hinges upon
2its) p这eo次pl洪e. 水对当地经济有很大影响。(have an impact on )
The flood had a great impact on the local economy.
3) 大学生们充分利用自己的知识支援贫困山 区。( take advantage of )
The college students take full advantage of their knowledge to help poor mountainous areas.
4) 致力于提高服务质量的酒店应该对员工进行 培训。(committed to)
It depends in part on its people.
3. What has a determining influence on the overall level of customer satisfaction?
Frontline personnel act
4) Do employees who are not directly involved in serving the customer influence customer satisfaction? If so, how?
5) What is a prerequisite to improved service quality in the hospitality and tourism industry?
1) 酒店的服务质量主要取决于酒店的工作人 员。(hinge… upon )
The service quality of a hotel mainly hinges upon
2its) p这eo次pl洪e. 水对当地经济有很大影响。(have an impact on )
The flood had a great impact on the local economy.
3) 大学生们充分利用自己的知识支援贫困山 区。( take advantage of )
The college students take full advantage of their knowledge to help poor mountainous areas.
4) 致力于提高服务质量的酒店应该对员工进行 培训。(committed to)
It depends in part on its people.
3. What has a determining influence on the overall level of customer satisfaction?
Frontline personnel act
4) Do employees who are not directly involved in serving the customer influence customer satisfaction? If so, how?
酒店英语2_Unit4
Task 3 Have you ever been to a banquet? What
preparations do we need to make for a banquet? Discuss with your partner.
Suggested Answer
Yes, I have been to some banquets. To
decoration at the center.
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Unit 4 Banquet Service
Reading
Banquet Service
3 Table service at banquets will always be formal and will
follow specific rules set down by the Food and Beverage Manager. Many of these rules also apply to the service in public dining rooms. When there is a large number of guests at a banquet, staff will be trained to serve quickly but elegantly so that guests receive the different courses at about the same time but will be
made to feel that they are being individually served.
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Unit 4 Banquet Service