《【培训课件】旅游业饭店服务英语电子教案—中等职业学校饭店专业教学课件.ppt》由会员分享，可在线阅读，更多相关《【培训课件】旅游业饭店服务英语电子教案—中等职业学校饭店专业教学课件.ppt（97页珍藏版）》请在三一文库上搜索。
1、饭店服务英语 电子教案,Part Front Office Service 前厅服务 Part Housekeeping 客房服务 Part Food and Beverage 餐饮服务 Part Health and Recreation 康体服务 Part Convention Service & Business Center 会议商务服务 Part Security Service 保安服务 Part Other Services Concerning Hotels 酒店其他相关服务,Part Front Office Service 前厅服务,Unit 1 Room Reservat
2、ion 房间预订 Main Points（知识要点） Reservation procedures 预定程序 Room types 房型 Procedures of changing a reservation 更改预定,Key Words（重点词汇）,receptionist risepnist n. (饭店、公司、诊所等处的)接待员 reserve riz:v vt. 预订 suite swi:t n. 套房 apartment p:tmnt n. 公寓房间 villa vil n. 别墅 rate reit n. 比率,等级,价格 convenient knvi:njnt a. 方便的
3、book buk v. 预订 guarantee ,grnti: v.&n. 担保 vt. 保证 requirement rikwaimnt n. 要求 expect ikspekt v. 盼望，期待,Useful Expressions（实用表达）,Offering Help 1) What can I help you, please? 2) May I help you, please? 3) Is there something I can do for you, sir / Madam? Reservation requirements 1) Are there any rooms
4、available? 2) I want / would like to reserve a single room with bath and a fine view. 3) I want / would like to reverse a room for one night. 4) I want / would like to reserve a room from 5th April to 9th April. Giving Information about Rooms and Room Rates 1) We have many types of rooms, such as 2)
5、 What kind of room do you want to reserve? 3) What rate do you prefer? 4) We can give / offer you 30% off / 30% discount at weekends. 5) We will give / offer you 20% off / 20% discount for the group reservation.,Useful Expressions（实用表达）,Accepting a Reservation 1) For how long will you stay in our ho
6、tel? 2) We still have rooms available which meet your requirements. 3) In whose name will you reserve? 4) I will confirm your reservation information. 5) We look forward to your arrival / coming / seeing you soon. 6) We are expecting your arrival. Refusing a reservation 1) I am sorry. No rooms are a
7、vailable. 2) Sorry, Miss Clinton. All the standard rooms have been fully booked on the day you planned to come. 3) I am sorry. All the standard rooms have been fully booked. What about suite rooms? Revising a Reservation 1) Sorry, due to, I have to cancel the reservation made in your hotel. 2) I wan
8、t / would like to revise / change my reservation information. 3) How would you like to revise / change it? 4) I want / would like to change the reservation date?,Room types（房型）,按设施及规格分： 单人间：Single Room 双人间：Double Room 大床间：King Size & Queen Size Room 标准间：Standard Room 标准间单人住：TSU(Twin for Sole Use) 三人
9、间：Triple Room 四人间：Quad Room 套间：Suite 公寓：Apartment 别墅Villa 按级别分： 经济间Economic Room 普通间Standard Room 高级间Superior Room 豪华间Deluxe Room 商务标间Business Room 行政标间Executive Room 行政楼层Executive Floor,Room types（房型）,特殊房型: 不限房型Run of the House 无烟标准间Non Smoking 残疾人客房Handicapped Room 带厨房客房Room with Kitchen 相邻房Adjoin
10、ing Room 按朝向分: 朝街房Front View Room 背街房Rear View Room 城景房City View Room 园景房Garden View Room 海景房Sea View Room 湖景房Lake View Room,Unit 2 Check-in Service 登记入住,Main Points（知识要点） Check-in procedures 入住程序 Procedures of registering a guest with a reservation 为有预定客人登记入住程序 Procedures of registering a walk-in g
11、uest 为散客登记入住程序 Procedures of registering a group 为团队登记入住程序,Key Words（重点词汇）,register redist v. 登记 passport p:sp:t n. 护照 pay pei v. 支付 check tek n. 支票 receipt risi:t n. 收据 sign sain v. 签 bellboy belbi n. 侍者 luggage lgid n. 行李 brochure bru n. 小册子 deposit dipzit n. 定金 departure dip:t n. 出发,Useful Expres
12、sions（实用表达）,Greeting guests and getting information about reservation 1) Good afternoon, sir. What can I do for you? 2) Do you have a reservation with our hotel? 3) In whose name was the reservation made? 4) Wait a moment, please. Ill check our reservation record for you. 5) Your reservation was mad
13、e by phone and it is guaranteed by credit card. Registering guests 1) May I have your passport to fill out the registration form for you? 2) Please sign your name here, sir / madam. Advance information on payment 1) You need to pay a $1000 deposit, sir / madam. 2) A $1000 deposit is required to be p
14、aid in advance, sir / madam. 3) How would you like to pay (your deposit), sir / madam? In cash, by credit card, or by check? 4) Your check is unlimited, please sign your name here, write down the name of your company and the phone number of the finance department in your company. 5) Please keep your
15、 receipt for the check-out, sir / madam.,Useful Expressions（实用表达）,Giving guests key cards to rooms 1) Your key card and breakfast vouchers are all in this envelope, your room is 0302. 2) The breakfast time is from 6:30a.m to 10:00a.m. 3) Our bellboy will help you with your luggage and show you to yo
16、ur room. Wishes 1) Hope youll enjoy your stay with us. 2) Wish you a wonderful time here.,Unit 3 Other Services Regarding Reception Desk 其它有关前台服务,Main Points（知识要点） Procedures of extending the stay for a guest 延住服务程序 Procedures of changing the room for a guest 换房服务程序 Procedures of receiving visitors
17、接待访客服务程序,Key Words（重点词汇）,extend ikstend v. 延伸 extension ikstenn n. 延长 transfer trnsf: v. 转移 signature signit n. 签名 attendant tendnt n. 服务员,Useful expressions（实用表达）,Extending the stay 1) There is some change in my plan, 2) I am wondering if I can extend the stay? 3) I need to stay here for three more
18、 days. 4) Please wait a minute, Mr. Green, I need to check the reservation records first. 5) Here are the extension form and deposit receipt. 6) You need to pay more as a deposit for extending your stay. Changing the room 1)There is something wrong with my bed, can I change to another room? 2)Would
19、you mind waiting for a minute, Ill send someone there right away for a check for you. 3)Would you mind transferring to a standard room on the 5th floor? 4)The room is similar to the one you are staying in. 5)Im sorry for the inconvenience caused for you. Receiving visitors 1) They are expecting me i
20、n their rooms. 2) Would you please complete this visiting card? 3) Please show the visiting card to the floor attendant 4) Have fun with your friends.,Unit 4 Concierge Service 礼宾服务,Main Points（知识要点） The way to welcome and bid farewell to guests 迎客和送客方式 Service of delivering luggage for guests 为客人运送行
21、李服务 Showing guests to rooms 引领服务 Introducing facilities and services available in the hotel 介绍酒店设施和服务,Key Words（重点词汇）,doorman d:mn n. 看门的人 suitcase sju:tkeis n. 手提箱 elevator eliveit n. 电梯 corridor krid: n. 走廊 carpet k:pit n. 地毯 rack rk n. 行李架 switch swit n. 开关 ceiling si:li n. 天花板 lamp lmp n. 台灯 war
22、drobe w:drub n. 衣柜 hanger h n. 挂 laundry l:ndri n. 洗衣店，要洗的衣服 instruction instrkn n. 使用说明,Useful Expressions（实用表达）,Greeting guests 1) Welcome to Friendship Hotel. 2) Do you have any luggage? 3) Ill take care of your suitcases, 4) This way, please. The reception desk is right ahead / over there. Helpi
23、ng guests with their luggage and showing the way 1) Shall I help you with your luggage? 2) How many pieces of luggage have you got / do you have？ 3) This way, please. We need to take the elevator to go to the 3rd floor. Introducing the room facilities and the hotel service 1) Please allow me to show
24、 you the room, sir. 2) Here is the light switch, and this is the remote control for TV / air- conditioning. 3) This is the brochure about our hotel services 4) Do you want me to demonstrate the way of using it, sir? Bidding farewell 1) Shall I arrange a taxi for you, sir? 2) Here is your taxi, pleas
25、e get in. 3) Have a nice trip.,Unit 5 Information Desk 咨询台,Main Points（知识要点） The way to give directions 指路服务 Provide shopping information 提供购物信息 Answer inquiries about transportation 回答交通咨询,Key Words（重点词汇）,appreciate pri:ieit v. 感激 hesitate heziteit v. 犹豫，迟疑 post pst n. 柱子 vase v:z n. 花瓶 jewelry du:
26、lri n. 珠宝 feature fi:t n. 特色 transportation ,trnsp:tein n. 运输，运输工具 consultation ,knsltein n. 咨询 maximum mksimm a. 最高的，最大极限的,Useful Expressions（实用表达）,Giving directions 1) How will you come here, madam? 2) Ill tell / show you the way to our hotel. 3) Ill tell / show you how to come here / get there. 4
27、) Drive straight along the road, turn left at the second traffic lights, youll see our hotel on the right. 5) Go straight and then take the left turn at the next corner, youll see it just in front of you. Shopping information 1) There are a great variety of goods there. 2) There are so many you can
28、choose from. Transportation information 1) There are two buses going to the Great Wall every day. 2) How long does it take to get to the Great Wall？ 3) It usually takes you two hours. 4) Do you need us to book you tickets?,Unit 6 Assistant manager 大堂副理,Main Points（知识要点） Offer help to the guests 为客人提
29、供服务 Show warmth and concerns for guests 关心客人 Handle complains lodged by guests 处理投诉,Key Words（重点词汇）,anxiously ksli ad. 忧虑地，不安地 greet gri:t v. 欢迎 expert eksp:t n. 专家,能手 assistance sistns n. 帮助 curious kjuris a. 好奇的 cute kju:t a. 可爱的，聪明的，伶俐的 smart sm:t a. 聪明的 recommend rekmend v. 建议，推荐 complaint kmple
30、int n. 抱怨 refund ri:fnd n. 偿还 v偿还借款 insist insist v. 坚持 satisfied stisfaid a. 感到满意的 solution slju:n n. 解决办法,Useful Expressions（实用表达）,Guests complaint 1) The room is too dirty. 2) The telephone in my room doesnt work. 3) The air-conditioner stopped working just now. 4) I ordered the breakfast at leas
31、t half an hour ago, but it still hasnt come. 5) Someone has stolen my cell phone. I put it on the bed and now its gone. 6) This is room 3008. Can you do something about the noise in room 3006? Its driving me mad. 7) Dont you provide it for free? 8) There is a hole in my shirt. Making apologies and h
32、andling the complaints 1) I do apologize for what had happened. It will never happen again. 2) Im sorry. I will send someone to clean up your room immediately. 3) Sorry for the inconvenience. Well do our utmost to find the missing items. 4) Thank you for telling us. Ill refer this to the department
33、concerned（相关部门）. 5) Please let us know if you have any further problems. 6) According to our hotel policy, well pay for the damaged skirt at 15% of its original price. 7) I m so sorry for that. Ill call them to see what has happened.,Part Housekeeping 客房服务,Unit 7 Floor Attendance 楼层服务 Main Points（知识
34、要点） Provide turn-down service 开夜床 General cleaning for occupancies 客房打扫,Key Words（重点词汇）,housekeeping haski:pi n. 家事，家政，持家 permission p(:)min n. 同意，许可 press pres v. 按，压 draw dr: v. (drew, drawn) 拉，拖 pillow pilu n. 枕头 towel taul, taul n. 毛巾 painful peinful a. 痛苦的 sore s, s a. 疼痛的 massage ms:.n. 按摩,Use
35、ful Expressions（实用表达）,Room cleaning 1) When would you like me to make up your room, sir/maam? 2) Would you like me to clean up your room right now, sir/maam? 3) Well come and clean your room at once. Turn-down service 1) May I do the turn-down service for you now, sir/maam? 2) Shall I come back late
36、r? 3) Shall I draw the curtain for you? 4) May I turn on the lights for you? 5) Can I make the beds for you now or later? 6) How would you like me to arrange your pillow，low or high?,Unit 8 Operator Service 总机服务,Main Points（知识要点） Procedures of wake-up calls 叫早服务程序 Three ways of wake-up calls 三种叫早服务方
37、式 Answer inquiries about long distance calls 解答关于长途电话咨询服务 The way to take massages for guests 留言服务,Key Words（重点词汇）,operator preit n. 操作员，话务员 wake weik v. 叫醒，醒来 useful ju:sful a. 有用的 Singapore ,sigp: n. 新加坡 assist sist v. 协助 response rispns n. 反应，响应 ensure inu v. 保证，担保,Useful expressions（实用表达）,Wake-u
38、p calls 1) At what time? 2) Please dial your new wake-up time. The computer will cancel the old time. 3) Ill wake you up at 6:30 a.m. tomorrow morning by knocking on your door. Phone call 1) To which country, please? 2) Would you like a pay call or a person-to-person call? 3) Ill put you through. Pl
39、ease hold on. 4) May I have the area code and the phone number? 5) Im afraid you got a wrong number. 6) Shall I connect you with the international operator? Taking a message 1) Im afraid there is no response. Can I take a message, please? You can call later. 2) Ill pass your message to Mr. Green. 3)
40、 Would you mind leaving your telephone number?,Unit 9 Room Centre Service 客房服务中心1,Main Points（知识要点） Procedures of extra-bed service 加床服务程序 Procedures of laundry service 洗衣服务程序 Procedures of express service 加急服务程序,Key Words（重点词汇）,extra ekstr a. 额外的 juice du:s n. 果汁 mineral minrl a. 矿物的 mini-bar mini-
41、 b: n. 小冰箱 send send vt. 派 fast f:st a. 快速的 dry-cleaned drai- kli:nd vt. 干洗 iron ain n. 铁，熨斗v. 熨，烫衣服vt. 熨烫 button btn n. 钮扣 mend mend v. 修补 deliver diliv v. 递送，交付 emergency im:dnsi a. 紧急的 express ikspres n. 快递 remember rimemb v. 记得，记忆 memory memri n. 记忆,Useful Expressions（实用表达）,Extra bed service 1)
42、Im calling to ask if I can have an extra-bed. 2) Ill get you the extra-bed with the permission of reception desk. 3) How much does your hotel charge for an extra bed? Laundry service 1) Please complete the laundry list and put it together with your laundry. 2) We have express laundry service here, i
43、ts 50% extra charge for it 3) Is it for formal laundry or express laundry? 4) What time can we pick up your laundry? 5) The laundry has sewed（缝）a button for you. 6) Were sending someone there to your room with the express laundry service form in a minute.,Unit 10 Room Center Service 客房服务中心2,Main Poi
44、nts（知识要点） The contents of room center service 客房服务中心内容 Specific procedures of different services concerning room center service 不同客房服务中心服务的具体程序,Key Words（重点词汇）,maintenance meintinns n. 维护，保持，维修 screw skru: n. 螺丝钉 loose lu:s a. 宽松的，不牢固的 minor main a. 次要的，较小的 adjustment dstmnt n. 调整 inconvenience ,ink
45、nvi:njns n. 不便 toothbrush tu:br n. 牙刷 shower cap浴帽 lend lend v. 借 stuff stf n. 东西 charger t:d n. 充电器 battery btri n. 电池 ironing board烫衣板 kindergarten kind,g:tn . n. 幼儿园 minimum minimm n. 最小量，最低限度 barbeque b:bikju: n. 烤肉野餐v. 烤肉 valuable vljubl a. 贵重的，有价值的 wallet wlit n. 皮夹，钱包 camera kmr n. 照相机 the Lo
46、st Property Form财务遗失单,Useful Expressions（实用表达）,Maintenance service 1) Sorry for the inconvenience. Well have the maintenance department check it for you. 2) It needs to be replaced. 3) Im sorry, sir. Ill send someone up to your room right away. 4) We can have it repaired. 5) Ill fix it for you. Baby
47、-sitting service 1) Our hotel offers very good baby-sitting service. 2) The babysitters are all well educated and reliable. 3) We charge $15 per hour, for a minimum of 4 hours. Lost and found 1) What size? What color? Whats in it? Can you describe it in detail? 2) Shall we check the room once again?
48、 3) Dont worry. Well try our best to find it. 4) We have checked our lost and found list, but Im afraid your didnt appear on it. Other services 1) Could you bring more toilet paper for me, please? 2) Ill go and get you one right away. 3) Please feel free to tell us what you need us to do for you.,Part Food & B