酒店专业英语 No. 1 课程介绍与礼貌服务英语
《饭店服务英语》课件——模块一 礼宾服务
steps forward and opens the door of the car for the guest) D: Good afternoon, sir, Welcome to Friendship Hotel. G: Good afternoon. Thank you. D: Do you have any luggage? G: Oh ,yes, in the trunk. Two suitcase.
Check out
II. Lead-in Activities
Can you give the answers to them ?
1. Will you be a repeat guest of a hotel whose front cashier has served you in a rude manner this time?
D: Hello, madam. Here is the car, please mind your baby’s head.
G: Thank you. I am so glad you can help us. See you..
D: See you, madam. Nice trip.
Check out
Hotel
《饭店 英语》 English
模块一
Concierge Service 礼宾服务
教学目标
• 知识目标:了解迎客送客的方式 • 技能目标:掌握为客人运送行李服务及引领服务 • 情感目标:体会饭店实际服务工作的重要性热爱自己的职
酒店服务英语 初级
Part One Hotel Courteous English 酒店礼貌用语Unit One Welcome to Our Hotel!第一单元欢迎光临我们的酒店！Part 3 Words and Phrases词汇与短语good adj. 不错的；好的morning n. 早晨；上午sir n. 先生welcome v. 欢迎（光临）our pron. 我们的hotel n. 旅馆；酒店afternoon n. 下午；午后Mary n. 玛丽（女子名）help n. 帮助you pron. 你；你们no adv. (用以表示否定的回答)不，不是，没有thank v./n. 感谢Tom n. 汤姆（男子名）bellboy n. 门童glad adj. 高兴的serve vt. 为……服务Thank you 谢谢您。
evening n. 傍晚；晚上madam n. 女士、夫人、太太、小姐nice adj. 好的；美好的see vt. 看见；看到again adv. 再；再一次me pron. 我too adv. 也Mrs. n. 太太；夫人Black n. 布莱克（姓氏）please vt. 请enjoy vt. 享受；喜爱stay vi. 停留；暂住night n. 夜；晚上Mr. n. 先生sleep n. 睡眠；睡觉Part 5 Exercises课后练习1.Read the following sentences.朗读下列句子。
（1）Good morning, sir. Welcome to our hotel.（2）Good afternoon, madam. May I help you?（3）Good evening, Mr. Black. Nice to see you again in our hotel.（4）Good night. Have a good sleep.（5）Please enjoy your stay in our hotel.2.Listen to the short dialogues and fill in the blanks.听下列对话填空。
酒店管理：前台服务英语酒店管理：
客房部服务英语第一节基本礼貌用语1、称谓用语3) Excuse me. 对不起。
1)知道客人的姓氏时: 4) Sorry to have kepy you waiting.Mr.XX "XX先生" 对不起,让您久等了。
Mrs.XX "XX太太" 5) That’s all right.没关系Mr & Mrs.XX "XX先生和太太" 6) Don’t mention it.不必介意Miss XX "XX小姐" 5、祝贺用语2)不知道客人的姓氏时: 1) Congratulations. 祝贺您Sir "先生" 2) Have a good day. 祝您快乐Madan "女士" 3) Merry Christmas. 圣诞快乐Miss "小姐" 4) Happy mew year. 新年快乐3) 对团体客人的称呼: 5) Happy birthday. 生日快乐Gentinen "先生们" 6、告别用语Ladies & Gentlimen "女士们、先生们" 1) Good-bye 再见Ladies "女士们" 2) Have a nice trip. 一路顺风Lady & Gentlemen "女士和先生们" 3) Hope to see you ag2、问候用语希望再见到您。
1) How do you do ? 您好4) Good night. 晚安2) How are you? 您好吗？7、应对用语3) I’m fine, thank you,And you? 1) Yes, sir/madam.好的,先生/太太很好,谢谢。
您呢？2) Certainly, sir/madam. 当然可以4) Good morning. 早上好。
酒店服务礼仪(English)
Hotel Service EtiquetteModule One The Basic Information of Hotel Service Etiquette Section one What’s the Etiquette?Section Two Hotel Service Etiquette1.Definition of Hotel Service Etiquette2. Principle of Hotel Service Etiquette3. Content of Hotel Service Etiquette4. Effect of Hotel Service Etiquette5. The Ways of learning Hotel Service Etiquette6. Significance of learning Hotel Service EtiquetteSection Three Role Orientation and Service Consciousness1. Role Orientation2. Service ConsciousnessModule Two Appearance and Dress of Hotel Service Staff Section One IntroductionSection Two Appearance1. Basic Requests to Appearance of Hotel Service Staff2. Principles for make-up of Hotel Service StaffSection Three Dress1. Principle of Dress2. Dress Manners of Hotel Service StaffModule Three Deportment of Hotel Service StaffSection One IntroductionSection Two Facial Expression1. Smiling2. Look in eyesSection Three Body Language1. Gesture2. Standing Posture3. Sitting Posture4. Walking Posture5. Crouching PostureModule Four Linguistic Art of Hotel ServiceSection One Introduction of Linguistic Art of Hotel Service1. Basic Requests to Linguistic Art of Hotel Service2. Basic Principles of Linguistic Art of Hotel Service3. Linguistic Art of Hotel Service and its significance Section Two Applications of Hotel Service Language1. Language of Meeting the Guests2. Language of Communication3. Language in Telephone4. Language InhibitionsSection Three Cultivating Approach of Linguistic Art of Hotel Service Module Five Conference Service EtiquetteSection One The Concept of ConferenceSection Two The Types of ConferenceSection Three Basic Procedure of Conference Service EtiquetteSection Four Service Etiquette of Preparations for Conference1. Environmental Etiquette Rules of the Conference Hall2. Etiquette Rules of Decorating the Conference Hall3. Etiquette Rules of Setting the tables of Conference4. Etiquette Rules of using the Equipments in the Conference Hall Section Five Service Etiquette during the Conference1. Principles of Etiquette2. Standards of Operation3. Service Etiquette of General Conference4. Service Etiquette of Special Conference5. Service Etiquette of Attached Facilities to the ConferenceSection Six Service Etiquette after the Conference1. Service of Seeing the Guests off2. Cleaning the Conference3. Dealing with the Documents of the Conference4. Other ServiceModule Six Common Sense of International Reception Etiquette and Rules Section One Etiquette and Rules of International Reception1. Acting accordance with the Law2. Being on Time and Keeping to the Promise3. Valuing the Privacy4. Ladies first5. Respecting others6. Protecting EnvironmentSection Two Etiquette of Meeting and Seeing Off1. Preparations for Reception2. Meeting and Seeing Off3. Meeting and Conversation4. Signing5. The Ceremony of Entertainment6. Feasting the Guests on Western FoodSection Three Order of the Ceremony and the Ways of Hanging theNational Flag1. Order of the Ceremony2. The Ways of Hanging the National FlagModule Seven Custom and Etiquette of Our Country’s Main Tourist Source Countries, Areas and Partial MinoritisSection One Custom and Etiquette of Our Country’s Main Tourist Source Countries1. Asia2. Europe3. America and Oceanic4. AfricaSection Two Custom and Etiquette of Our Country’s Partial Minorities1. The Zhuang Nationality2. Mongolian Nationality3. The Hui Nationality4. The Zang Nationality5. Urgur Nationality6. The Yi NationalityModule Eight Composing Training of Hotel Service EtiquetteSection One IntroductionSection Two Hotel Service Etiquette and Rules of Every Position1. Service Etiquette and Rules of Lobby2. Service Etiquette and Rules of Guest Rooms3. Service Etiquette and Rules of Food & Beverage4. Service Etiquette and Rules of Recreation &Health5. Other Service Etiquette and Rules。
酒店服务与管理英语unit 1
(G) I’d like to work either as a receptionist at the front office or as a bartender at the Food and Beverage Dept.我想要么到前厅部当接待员，要么到餐饮部当
酒吧招待员。
(A) But I look forward to being a salesgirl in the Sales Department.不过，
情景：安妮(安)和乔治（乔）是旅游职校的两个学生， 在谈论他们未来在饭店业中的工作。
G: Annie, we’ll soon graduate .Which hotel do you plan to work in, a deluxe tourist hotel or a convention hotel?
How happy it will be to make so many friends of all nations and from all walks of life!当我结交那么多来自天南地北、各行各业的朋
友时，请想一想我是多么幸福！
What a wonderful thing it is to make my hotel enjoy financial success through our down-to-earth effort!当我们饭店由于我
Dialog 1 Hotel industry ABCs
酒店行业入门知识
Situation: Annie (A) and (G), two students of a tourism vocational school, are talking about their future jobs in the hotel industry.
说课.酒店英语服务
Unit 4 Language and Economy 饭店英语服务
经济管理系 Experiencing English 4
六、本课程的创新之处
1 强化课内实践。该课程教学方法以 “任务驱 动教学法和真实工作情景模拟”为主线。 重视整体语言教学规律，加强对学生听、说 、做综合语言能力的培养
2
3
加强文化导入，注重了学生职业文化素养的 培养
Unit 4 Language and Economy 饭店英语服务
20
Thank You!
经济管理系 Experiencing English 4
以“客房服务----客人要求增加一条毛巾”为例
提供该项服务的 英语句型和词组
进门、离开时 的服务用语
递交毛巾的 操作技能要求
前、后须课程 《饭店英语》课程 的核心知识
专业中的 相关课程知识
有机结合
Unit 4 Language and Economy 饭店英语服务
正音训练
（客房服务） 带客人到房间；打扫房间；洗衣 服务；增加客房用具； 客房维修；特殊要求； 其他问题 （前厅服务） 预定；大厅、接待服务；开房； 问询；总机；商务，会议活动； 外币兑换；结账 （餐厅服务） 预定；引领入座；点单；推荐； 餐间服务用语；结账；客房用餐 ；酒水服务； 补充知识
Unit 4 Language and Economy 饭店英语服务
课 程 分 目 标
Unit 4 Language and Economy 饭店英语服务
（三）课程的设计理念
在教学子情境选择中，考虑以下几个方面来重构知识和技能：
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1.2.1由易到难的先后顺序；
1.2.2充分考虑高等教育对理论知识和可持续发展的需要； 1.2.3融合了相关职业资格对知识、技能和态度的要求； 1.2.4考虑饭店工作流程特点。 教学过程中，通过校企合作，校内外实训基地实习等多种途径， 采取工学结合的培养模式，让学生在学习过程中运用饭店英语，并 提升职业能力。
酒店前厅部基本英文服务知识
Front Office前厅部Reception前台Lesson 1At the Reception Desk接待台Attendan t:Good morning, sir. Welcome to our hotel.早上好，先生。
欢迎来到我们酒店。
Guest:Good morning.早上好。
Attendan t:How may I help you, sir?我能有什么为您服务的呢？Guest:I reserved a KSUG three weeks ago. I am Ken.我是Ken，我在三周之前预定了一间高级大床间客房。
Attendan t:Just a moment, please, Mr.Ken. I'll check the arrival list. Ken先生，请您稍等。
我查询一下预抵单。
One minute later…Attendan t:I am sorry to have kept you waiting. May I have your passport, please?对不起,让您久等了.我能看下您的护照吗？After check…Attendan t:Thank you, sir. I am checking in for you. Please sign it.谢谢您，先生.我现在为您登记,请您签字。
Guest:Thanks. Here you are. Is it all right?谢谢,给你.这样就好了吗?Attendan t:Certainly, sir. Thanks. Pay in cash or by credit card?对的，谢谢。
您用现金还是信用卡付费呢？Guest:Credit card.信用卡。
Attendan t:Certainly sir. Here's the key to Room 1234 and your room cards.Please keep them.当然可以先生。
酒店礼仪英语培训(专业版)
Common expressions for restaurant services
"Good evening, do you have a reservation?"
"Please follow me, your table is ready."
"Would you like to start with an aperitif?"
Hotel Etiquette English Training
(Professional Edition)
目录
• introduction • Overview of Hotel Etiquette • Common expressions in hotel English • Hotel Etiquette Practice • Case analysis and practice • Summary and Outlook
Hotel etiquette refers to the rules and standards that govern the behavior of guests and staff in hotels. It covers a range of areas, including check-in and check-out procedures, room usage, and interactions with other guests and hotel staff.
The Importance of Hotel Etiquette
01
Improving guest satisfaction
Following the rules of hotel etiquette ensures that guests have a
酒店英语培训EnglishLesson1
Responding appropriately
Staff should respond promptly and courteously to guests' inquiries or
requests, whether it is providing information, solving problems, or
Do you require a wake-up call? We offer a variety of room service options.
Common hotel expressions
We apologize for any inconvenience.
The front desk is open from 8 am to 10 pm.
Gain confidence in speaking English in a hotel setting
04
Learn to effectively deal with guest requests and complaints
course arrangement
Lesson 1
Introduction to the Hotel Industry and Basic Vocabulary
Room service
• Here is your order, please check if everything is correct.
Room service
Payment and feedback
Your payment has been processed. Do you need anything else?
Lesson 2
酒店基础礼貌服务英语
• ※ Useful Words and Expressions: • 1) Welcome .
• 2) That’s all right. • 3) It is my pleasure.
四、 打扰客人之前，要提示客人
• — “打扰了……”“Excuse me…” • 这个情形可能包括诸如：打断客人谈话，为客
• 当你对客人的询问不肯定时：
• — “对不起，我不太确定。 如果您能等一会，我马上去 查找。”
• “Sorry, I am not sure. If you wait a minute, I’ll try to find out.”
十三、当你请求客人做某事时：
• — “您可以（在这里签名）吗？” “Could you (sign here)?”
• — “请稍等一会儿。”“Just a moment, please./Wait a minute, please.”
• — “我一会儿就来。”“I will be back in a moment.” • ﹡再返回客人身边时，对久等的客人说抱歉： • — “对不起，让您久等了。”“Sorry to have kept
十二、礼貌地回应客人的请求或询问
※当你能满足客人要求时，要马上采取行动：
• — “好的，小姐/先生，我马上拿给您。”
•
“Certainly, madam/sir. I will get it right
away.”
• — “是的，小姐/先生，我马上帮您处理。”
•
“Yes, madam/sir. I will take care of it at
ahead.” • — “请向右转/左转。”“Please turn right /
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酒店专业英语 （主编 王颖）
10. I have other business to sort out. 我还有其他事要办。
Hotel Courtesy English
Unit 7 Offering Help 1. Can/ May I help you? 2. Do you need any help? 3. Can I help you with something? 4. Is there anything I can do to help you? 5. Shall I open the window for you? 6. Would you like me to answer the phone?
英文报刊国际商务阅读（第二版）
Hotel Courtesy English
Unit 4 Congratulations 1. Congratulations. 2. Allow me to offer my heartiest / warmest congratulations. 3. Please accept my heartiest / warmest congratulations. 4. May I congratulate you on your success in the English competition. 5. Many congratulations on having passed this exam. 6. Congratulations on winning the football game /the music contest. 7. I’d like to be the first to congratulate you on your promotion /success. 8. Fantastic. /Well done. 9. Warmest congratulations on your successful performance!
10. It’s great to hear that you’ve got a good job!
酒店专业英语 （主编 王颖）
Hotel Courtesy English
Unit 5 Apologies (一) General Apologies 1. Excuse me. 2. I’m so (awfully, terribly ) sorry.
7. I’ll do the photocopying, if you like
8. Well, let me know if I can be of any help. 9. Do you want a hand?
10. Thank you for your kindness.
酒店专业英语 （主编 王颖）
酒店专业英语 （主编 王颖）
Hotel Courtesy English
Unit 2 Introduction
1. Mr. Smith, may I introduce Mr. James to you. 2. It’s with great pleasure that I introduce Mr. James to you. 3. Mr. Smith, It’ my pleasure to introduce Mr. James to you. 4. Mr. Smith, I’d like to introduce Mr. James to you. 5. Mr. Smith, allow me to introduce Mr. James to you, manager of our hotel. 6. Oh, look, here is Peter. Peter, Bob.
酒店专业英语 （主编 王颖）
10. It’s all my fault. I’ll try to make it up to you.
Байду номын сангаас
(二) Accepting Apologies
1. That’s all right.
2. You are forgiven.. 3. That’s OK.. 4. No harm done. 5. No problem. We all make mistakes.. 6. Never mind. 7. Forget it.
酒店专业英语 （主编 王颖）
Hotel Courtesy English
Unit 3 Thanks (一) 1. Thank you very much. 2. Thank you a lot. 3. I’m very grateful to you. 4. Thank you. You’ve been very kind. 5. It’s very kind of you to do this for me. 6. It’s very kind of you to say so. 7. I do not know how I can thank you enough. 8. Oh, Thank you very much. 9. Glad to have been of help. 10. Thank you for waiting. 11. I’m extremely grateful to your help.
12. I do appreciate your precious time.
酒店专业英语 （主编 王颖）
(二） Responses
1. There is nothing to thank me for.
2. It’s my pleasure. / With pleasure. 3. You bet. 4. That’s all right. 5. Never mind. 6. Don’t mention it.
What is it?
Introduction About Hotel Departments
There are mainly three departments in a hotel: 1. Front Office 2. House Keeping 3. Restaurant
What are they?
3. I apologize.
4. Please forgive me. 5. Please accept my sincere apology.
6. I can’t tell you how sorry I am.
7. Sorry to disturb you again. 8. I’m afraid I’ve brought you a lot of trouble. 9. I’m sorry for what I’ve done.
酒店专业英语 王颖） B: All right./ Not （主编 much lately.
Hotel Courtesy English
Unit 1 Greetings
6. A: How are things going with you?
B: Great./ I’m just taking one day at a time. 7. A: What’s happening? What’s happening with you these days? B: Nothing much. 8. A: What’s new?/ What’s up? B: Not much. /Nothing in particular. /Nothing special. 9. A: How are you getting along? B: Keeping busy. Yourself?
酒店专业英语 （主编 王颖）
Courtesy English in different situation:
Unit 1 Greetings
1.A: Good morning /afternoon /evening, sir or ma’am.
B: Good morning /afternoon /evening, sir or ma’am. 2. A: Hello (Hi), ...
B: Hello (Hi)...
3. A: How are you doing? B: I’m doing fine. I’m OK./I’m pretty well. Or : Not too bad/ Terrible. 4. A: How is it going?/How is everything going with you? B: Fine. /Pretty good. So far so good. 5. A: How have you been?
Hotel Courtesy English
Unit 8 Farewell
1. We really enjoyed your company (the meal the party). 2. Well, then, perhaps we can get together another time.
4. No problem / No trouble at all. 5. Anything for you. 愿听你吩咐。 6. Whatever. 随便 ， 无所谓 7. I’m sorry, I can’t. 8. I would like to, but .... 9. I am sorry, but I’m in a hurry.
8. It’s not your fault..
9. It really doesn’t matter at all. 10. Don’t worry about it.
Hotel Courtesy English
Unit 6 Requests (一) Offering requests 1. Please close the door behind you, will you? 2. Can you spare me a few minutes? 3. Could you possibly have a word with you? 4. I’m sorry to have bothered you, but can you tell me how to use that machine? 5. Would you please do me a favor? 6. Do you mind giving me a lift? 7. Would you be so kind as to lend me 50 dollars? 8. I would appreciate it very much if you could turn it down. 9. I was wondering if you could put me up for the night？