酒店英语ppt课件
合集下载
酒店英语1PPT课件
8. I will reserve a tale on terrace for you. 我会为您预订一个露台上的桌子。
9. May I take your name and phone number? 我能留下你的名字和联系方式吗？
10. We look forward to seeing you and tonight. 我们期待你和Samantha今晚的到来。
4. Can I take your coats? 我来为你们拿外 衣，好吗？
-
5
5. Here is your table. Is it OK? 这是你们的桌子，可以吗？
6. I’m sorry, they were booked in advance. How about on the terrace？ 对不起，靠窗的桌子事先订出去了。
Chapter 1 Restaurant Operation 餐厅运作 Unit 1 Restaurant Operation 1. Director of Food and Beverage
餐饮部总监
2. Food and Beverage Manager 餐饮部经理 3. Food and Beverage Manager Assistant
in spicy soup. 这道菜叫作“水煮鱼”。就是香辣汤煮鱼片。
3. Stir-fried green beans are called “si ji dou”. That dish is very popular. “四季豆”，就是炒青豆。这道菜很多人点。
4. I can also recommend a stir-fried tofu dish called “jia chang dou fu”. It’s a home-style tofu dish with some vegetables. 我还可以给您推荐一道“家常豆腐”。这是一道由豆 腐和其他蔬菜一起烧的家常菜。
9. May I take your name and phone number? 我能留下你的名字和联系方式吗？
10. We look forward to seeing you and tonight. 我们期待你和Samantha今晚的到来。
4. Can I take your coats? 我来为你们拿外 衣，好吗？
-
5
5. Here is your table. Is it OK? 这是你们的桌子，可以吗？
6. I’m sorry, they were booked in advance. How about on the terrace？ 对不起，靠窗的桌子事先订出去了。
Chapter 1 Restaurant Operation 餐厅运作 Unit 1 Restaurant Operation 1. Director of Food and Beverage
餐饮部总监
2. Food and Beverage Manager 餐饮部经理 3. Food and Beverage Manager Assistant
in spicy soup. 这道菜叫作“水煮鱼”。就是香辣汤煮鱼片。
3. Stir-fried green beans are called “si ji dou”. That dish is very popular. “四季豆”，就是炒青豆。这道菜很多人点。
4. I can also recommend a stir-fried tofu dish called “jia chang dou fu”. It’s a home-style tofu dish with some vegetables. 我还可以给您推荐一道“家常豆腐”。这是一道由豆 腐和其他蔬菜一起烧的家常菜。
酒店英语PPT课件(共3章)第一章Front Office(前厅部)
Names of the smaller sections in Responsibilities of each section in the How to address the staff
the front office
front office
working in different sections
13. division 14. operator 15. reservationist
Project 1
/dɪ'pɑːtmənt/ /ˌɪntərˈækt/ /ˈvɪzəbl/
/trænˈzækʃn/ /straɪk/
/ɪm'preʃn/ /'kɒnsieəʒ/ /ˌrezə'veɪʃn/ /rɪ'sepʃənɪst/ /'kʌrənsi/
operator
Project 1
Exercises
Fill in the following form according to the passage.
Names of the smaller sections in Responsibi How to address the staff
入住登记
目录
Task 6 Serving in the Business Center and
Executive Lounge 商务中心和行政酒廊服务
Task 8 Settling Guest Complaints
处理客人投诉
Task 5 Exchanging Foreign Currency
兑换外币
single room twin room family room deluxe suite
酒店英语一ppt
Concierge services
The Concierge can assist with any requests or information you may need during your stay
04
Hotel Catering English
Western Restaurant English
Chinese Restaurant English
Recommended dishes: Familiar with the dishes on the menu, able to recommend suitable dishes based on the customer's taste and needs, and provide corresponding introductions and explanations.
Ordering service: Familiar with the dishes on the menu, able to accurately describe the characteristics and flavors of each dish, and provide ordering suggestions.
Express checkout
The front desk staff should be able to handle express checkout to ensure a smooth and effective process for guests in a timely manner
Hotel English 1
CATALOGUE
目录
Basic knowledge of hotel English Hotel front desk English Hotel Room English Hotel Catering English English for other hotel services
The Concierge can assist with any requests or information you may need during your stay
04
Hotel Catering English
Western Restaurant English
Chinese Restaurant English
Recommended dishes: Familiar with the dishes on the menu, able to recommend suitable dishes based on the customer's taste and needs, and provide corresponding introductions and explanations.
Ordering service: Familiar with the dishes on the menu, able to accurately describe the characteristics and flavors of each dish, and provide ordering suggestions.
Express checkout
The front desk staff should be able to handle express checkout to ensure a smooth and effective process for guests in a timely manner
Hotel English 1
CATALOGUE
目录
Basic knowledge of hotel English Hotel front desk English Hotel Room English Hotel Catering English English for other hotel services
酒店专业服务英语PPT课件
it’s a local bean curd dish.
Module 3 Handing Complaints
Dialogue
Guest: Bean curd, you mean tofu?
Handing Requests 回复请求
Handling Requests –Key Words 回复请求-关键单词
Wake up call /Morning call 叫早电话
Follow
跟随
Bill 帐单
Bathroom
浴室
Blanket
毯子
Computer
电脑
Upstairs
Substitutions Thank you for letting us about this problem 感谢您告诉我们这个问题。 The service in this hotel has been very poor. 这家酒店的服务太差了。 I want to talk a manager. 我要和经理谈谈。 The room next door is too loud. I can’t sleep! 隔壁房间太吵，我没法入睡。 I’m upset about the temperature in my room. 我的房间温度让我觉得不适。
Thanks 致谢
Thanks –Key Words 致谢-关键单词
Understanding
Valuable advice 意见
Appreciate 激
Support 支持
Assist 协助
No problem 问题
It is the least I can do 一桩
理解 宝贵
Recreation Department Engineering Department Security Department
Module 3 Handing Complaints
Dialogue
Guest: Bean curd, you mean tofu?
Handing Requests 回复请求
Handling Requests –Key Words 回复请求-关键单词
Wake up call /Morning call 叫早电话
Follow
跟随
Bill 帐单
Bathroom
浴室
Blanket
毯子
Computer
电脑
Upstairs
Substitutions Thank you for letting us about this problem 感谢您告诉我们这个问题。 The service in this hotel has been very poor. 这家酒店的服务太差了。 I want to talk a manager. 我要和经理谈谈。 The room next door is too loud. I can’t sleep! 隔壁房间太吵，我没法入睡。 I’m upset about the temperature in my room. 我的房间温度让我觉得不适。
Thanks 致谢
Thanks –Key Words 致谢-关键单词
Understanding
Valuable advice 意见
Appreciate 激
Support 支持
Assist 协助
No problem 问题
It is the least I can do 一桩
理解 宝贵
Recreation Department Engineering Department Security Department
酒店英语-At-the-hotelppt课件
breakfast voucher 早餐券
1 New words & notes
key card 钥匙卡
1 New words & notes
American Express 美国运通卡
1 New words & notes
room service 客房送餐服务
1 New words & notes
turn-down service 铺床服务 room maid 酒店打扫人员
1 New words & notes
laundry service 洗衣服务
1 New words & notes
laundry bag 洗Байду номын сангаас袋
1 New words & notes
sofa bed 沙发床
1 New words & notes
bath 浴室
buffet restaurant 自助餐厅
Dialog reading(1)
Read dialog 1 and try to find out the questions Wang Mei asks when she reserves the hotel rooms.
Dialog reading(1)
❖ How can we find the hotel after we arrive?
A local guide will be meeting you at the airport and there will be a car or shuttle bus pick-up service, which is free of charge.
1 New words & notes
key card 钥匙卡
1 New words & notes
American Express 美国运通卡
1 New words & notes
room service 客房送餐服务
1 New words & notes
turn-down service 铺床服务 room maid 酒店打扫人员
1 New words & notes
laundry service 洗衣服务
1 New words & notes
laundry bag 洗Байду номын сангаас袋
1 New words & notes
sofa bed 沙发床
1 New words & notes
bath 浴室
buffet restaurant 自助餐厅
Dialog reading(1)
Read dialog 1 and try to find out the questions Wang Mei asks when she reserves the hotel rooms.
Dialog reading(1)
❖ How can we find the hotel after we arrive?
A local guide will be meeting you at the airport and there will be a car or shuttle bus pick-up service, which is free of charge.
《酒店实用英语》课件
Confirming the reservation details with the guest (arrival
03
and department dates, contact information)
Room reservation
• Issuing a confirmation letter or email to the guest
Room reservation
"Yes, we have a room available. Would you prefer a
double or two bed?"
"A double bed please. What is the check out time on Wednesday?"
"Check out time is noon. Do you require breakfast in the
03
"Yes, please. I would like the full English breakfast."
Room service
• "Perfect, we will bring it to your room shortly. Do you need anything else?"
Room service
Apologies
If something goes wrong, express your Apologies using phrases like "I'm sorry for the inconvenience" or "We Apologize for the delay"
《酒店英语培训》PPT课件
•
I am always at your service.
• 8、希望您在这里住得愉快。
•
I hope you will enjoy your stay with us here.
• 9、对不起，给您添麻烦了。
•
I am awfully sorry to have caused you so much inconvenience.
• 24、May I know your name and your room number, please? 我可以知道您的名字和房间号码吗？
• 25、 Here’s your room key. 这是您的房间钥匙。
• 26、I’m sorry to keep you waiting, sir. What can I do for you? 先生，对不起，让您久等了。我能为您做点什么吗？
• Excuse me 请原谅/打扰一下 • I am sorry. 对不起 • I am awfully sorry.我真的很抱歉 • It’s my fault.这是我的错
• I apologize for this.
• 我为此感到很抱歉
Directions 指路
• Go upstairs/downstairs. 上楼 • It’s on the 2nd floor. 在二楼 • This way, please. Turn left/right • 这边请，向左/右转 • This way to the elevator. • 这条路通往电梯 • Follow me, please.请跟我来
8.Engineering Department ( ENG) 工程部
9.Security Department ( SEC) 安保部
《酒店英语》课件——无预订客人入住登记
Assessment Chart
Name:
Content: ☆
1. Complete
□
2. Well-organized □
3. Creative
□
Position:
Language:
☆
1. With fluency
□
2. With good pronunciation & intonation □
☆☆ □ □ □
Task:
☆☆☆ □ □ □
☆☆☆ □ □ □ □
☆☆☆ □ □ □
感谢您聆听这堂微课
Hospitality English
n. 预约 v. 提供 v. 刷…卡 豪华套房 小套房 全包价
CONTENTS
Read the task
Learn the task step by
step
Practice the task
ON E
Read the task
Read the task
A guest arrives with no reservation, and he’d like to check in. A receptionist helps the guest check in.
Learn the task step by step
4. Tell the guest what the room rate is 5. Know about the way of paying 6. Check the guest’s passport or ID card 7. Help the guest fill in the registration card
TWO
Learn the task step by step
- 1、下载文档前请自行甄别文档内容的完整性，平台不提供额外的编辑、内容补充、找答案等附加服务。
- 2、"仅部分预览"的文档,不可在线预览部分如存在完整性等问题,可反馈申请退款(可完整预览的文档不适用该条件!)。
- 3、如文档侵犯您的权益，请联系客服反馈,我们会尽快为您处理(人工客服工作时间：9:00-18:30)。
您要喝茶吗？
请问您想喝茶吗？
Over here, please. 这边请。
Could you come this way please?
请您往这边走好吗？
.
注意
不说OK, Sure, Yeah等，而要说Certainly, Sir.
Hey, uh-huh, Hang on 等，也不适合在酒店中使用。
国籍
.
Could you ...
麻烦客人时，可使用Could you ...
Could you fill out the form, please? Could you write that down, please? Could you draft the fax, please? Could you hold the line, please?
.
回答
• 客人对自己说“Thank you.”时回 答 You are welcome.
Thank you very much. Thank you, sir.
• 交给客人某些东西时，可以说
Here you are. Here is your room key. Here it is.
.
招呼语
• Good morning. 中午之前 • Good afternoon. 中午至下午六点以前 • Good evening. 下午六点过后
➢ Good morning, sir. Are you checking-out? ➢ Good afternoon, sir. Welcome to LI JIA Hotel. ➢ Good evening, Ms. May I help you? ➢ Good morning, sir. This is the Front Desk.
May I help you?
.
回答
• 一般性的回答
I see, sir. Certainly, sir.
• 请对方再等一会儿
Just a moment, please. Thank you for waiting. I am very sorry to have kept you waiting. Could you wait a little longer, please?
.
练习一
• B=行李服务员（Bellman） • C=服务员 (Clerk) • H=客房服务员（Housekeeping） • BC=领班（Bell Captain） • G=客人（Guest）
To the Front Desk. 带客人到柜台
.
B: Good evening, Ms. Welcome to China-trust Hotel. G: Thank you. B: How many pieces of luggage do you have? G: Just this three. B: Two suitcases and one bag. Is that right? G: Yes. That’s all. B: I’ll show you to the Front Desk. This way, please. I’ll put your bags by the post over there. G: I see, thanks. B: A bellman will show you to your room when you have finished checking-in. G: OK. Fine. B: Please enjoy your stay.
.
回答
• 要麻烦客人或是拒绝客人的要求
I am afraid I can’t do that. Excuse me, sir. Please let me pass.
• 道歉
I am very sorry for the delay. I am very sorry for the inconvenience. I would like to apologize for the mistake.
.
回答
• 当客人准备离开时
Have a nice day. Please enjoy your stay We hope to see you again soon.
• 当客人的英语难以理解时
PardonPardon me? I beg your pardon? Could you repeat that, please?
.
Would you ...
询问客人的喜好或做什么时，使用Would you ... Would you like tea or coffee? Would you like to take a taxi? Would you mind sitting here?
.Hale Waihona Puke Shall I...提供建议协助、征求意见时，可使用Shall I... Shall I draw the curtains? Shall I draw you a map? Shall I make the reservation for you?
别说“I don’t know.”回答“不知道”是非常不礼貌的说法 。
可以说“just a moment, please. I’ll check that for you.” （请稍候，我来帮您确认），然后请有能力处理的 人对前男来性协客助人。，尊称为Sir; 面对女性客人时尊称为Ms.
在招呼客人时，最好说“Excuse me, Sir(Ms)”, 不要直接 称呼Mr.或Ms. 至于称呼小孩，可以直接使用Excuse me，
酒店英语
English for Hotel Business
.
概述
在酒店里所使用的英语会话，基 本上是属于商业英语，与日常 生活会话中所使用的英语略有 不同，较注重礼节。
.
非正式英语
正式英语
What’s your name?
May I have your name?
您贵姓？
请问您贵姓大名？
Do you want some tea? Could you like some tea?
但是不可以直接称呼boy或girl.
.
基本待客英语
• 基本句型
➢ May I ...? ➢ Could you ...? ➢ Would you ... ? ➢ Shall I ... ?
• 招呼语 • 回答
.
May I ...
自己要做什么事时，使用May I ...
May I have your name, please? May I see your passport, please? May I know your nationality, please?