旅游业饭店服务英语-电子教案课件

饭店服务英语饭店服务英语电子教案电子教案 韩琦韩琦韩琦韩琦 主编主编主编主编Publishing House of Electronics IndustryPublishing House of Electronics Industry 北京北京北京北京 BEIJING BEIJING中等职业学校饭店专业教学用书（饭店专业）中等职业学校饭店专业教学用书（饭店专业）饭店服务英语电子教案 1 1PartPart Front Office Service Front Office Service 前厅服务前厅服务前厅服务前厅服务PartPart Housekeeping Housekeeping 客房服务客房服务客房服务客房服务PartPart Food and Beverage Food and Beverage 餐饮服务餐饮服务餐饮服务餐饮服务PartPart Health and Recreation Health and Recreation 康体服务康体服务康体服务康体服务PartPart Convention Service&Business Center Convention Service&Business Center 会议商务服务会议商务服务会议商务服务会议商务服务PartPart Security Service Security Service 保安服务保安服务保安服务保安服务PartPart Other Services Concerning Hotels Other Services Concerning Hotels 酒店其他相关服务酒店其他相关服务酒店其他相关服务酒店其他相关服务Part Front Office Service2 2Part Front Office ServicePart Front Office Service前厅服务前厅服务前厅服务前厅服务Unit 1 Room ReservationUnit 1 Room Reservation房间预订房间预订房间预订房间预订 Main PointsMain Points（知识要点）（知识要点）（知识要点）（知识要点）Reservation procedures Reservation procedures 预定程序预定程序 Room types Room types 房型房型 Procedures of changing a reservation Procedures of changing a reservation 更改预定更改预定Part Front Office Service前厅服3 3Key WordsKey Words（重点词汇）（重点词汇）（重点词汇）（重点词汇）receptionist risepnist n.(receptionist risepnist n.(饭店、公司、诊所等处的饭店、公司、诊所等处的)接待员接待员 reserve riz:v vt.reserve riz:v vt.预订预订 suite swi:t n.suite swi:t n.套房套房 apartment p:tmnt n.apartment p:tmnt n.公寓房间公寓房间 villa vil n.villa vil n.别墅别墅 rate reit n.rate reit n.比率比率,等级等级,价格价格 convenient knvi:njnt a.convenient knvi:njnt a.方便的方便的 book buk v.book buk v.预订预订 guarantee,grnti:v.&n.guarantee,grnti:v.&n.担保担保 vt.vt.保证保证 requirement rikwaimnt n.requirement rikwaimnt n.要求要求 expect ikspekt v.expect ikspekt v.盼望，期待盼望，期待Key Words（重点词汇）receptionist 4 4Useful ExpressionsUseful Expressions（实用表达）（实用表达）（实用表达）（实用表达）Offering HelpOffering Help 1)What can I help you,please?1)What can I help you,please?2)May I help you,please?2)May I help you,please?3)Is there something I can do for you,sir/Madam?3)Is there something I can do for you,sir/Madam?Reservation requirementsReservation requirements 1)Are there any rooms available?1)Are there any rooms available?2)I want/would like to reserve a single room with bath and a fine view.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.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.4)I want/would like to reserve a room from 5th April to 9th April.Giving Information about Rooms and Room RatesGiving Information about Rooms and Room Rates 1)We have many types of rooms,such as1)We have many types of rooms,such as 2)What kind of room do you want to reserve?2)What kind of room do you want to reserve?3)What rate do you prefer?3)What rate do you prefer?4)We can give/offer you 30%off/30%discount at weekends.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.5)We will give/offer you 20%off/20%discount for the group reservation.Useful Expressions（实用表达）Offeri5 5Useful ExpressionsUseful Expressions（实用表达）（实用表达）（实用表达）（实用表达）Accepting a ReservationAccepting a Reservation 1)For how long will you stay in our hotel?1)For how long will you stay in our hotel?2)We still have rooms available which meet your requirements.2)We still have rooms available which meet your requirements.3)In whose name will you reserve?3)In whose name will you reserve?4)I will confirm your reservation information.4)I will confirm your reservation information.5)We look forward to your arrival/coming/seeing you soon.5)We look forward to your arrival/coming/seeing you soon.6)We are expecting your arrival.6)We are expecting your arrival.Refusing a reservationRefusing a reservation 1)I am sorry.No rooms are available.1)I am sorry.No rooms are available.2)Sorry,Miss Clinton.All the standard rooms have been fully booked on the 2)Sorry,Miss Clinton.All the standard rooms have been fully booked on the day you planned to come.day you planned to come.3)I am sorry.All the standard rooms have been fully booked.What about suite 3)I am sorry.All the standard rooms have been fully booked.What about suite rooms?rooms?Revising a ReservationRevising a Reservation 1)Sorry,due to,I have to cancel the reservation made in your hotel.1)Sorry,due to,I have to cancel the reservation made in your hotel.2)I want/would like to revise/change my reservation information.2)I want/would like to revise/change my reservation information.3)How would you like to revise/change it?3)How would you like to revise/change it?4)I want/would like to change the reservation date?4)I want/would like to change the reservation date?Useful Expressions（实用表达）Accept6 6Room typesRoom types（房型）（房型）（房型）（房型）按设施及规格分：按设施及规格分：按设施及规格分：按设施及规格分：单人间：单人间：Single RoomSingle Room 双人间：双人间：Double RoomDouble Room 大床间：大床间：King Size&Queen Size RoomKing Size&Queen Size Room 标准间：标准间：Standard RoomStandard Room 标准间单人住：标准间单人住：TSU(Twin for Sole Use)TSU(Twin for Sole Use)三人间：三人间：Triple RoomTriple Room 四人间：四人间：Quad RoomQuad Room 套间：套间：SuiteSuite 公寓：公寓：ApartmentApartment 别墅别墅VillaVilla 按级别分：按级别分：按级别分：按级别分：经济间经济间Economic RoomEconomic Room 普通间普通间Standard RoomStandard Room 高级间高级间Superior RoomSuperior Room 豪华间豪华间Deluxe RoomDeluxe Room 商务标间商务标间Business RoomBusiness Room 行政标间行政标间Executive RoomExecutive Room 行政楼层行政楼层Executive FloorExecutive FloorRoom types（房型）按设施及规格分：7 7Room typesRoom types（房型）（房型）（房型）（房型）特殊房型特殊房型特殊房型特殊房型:不限房型不限房型Run of the HouseRun of the House 无烟标准间无烟标准间Non SmokingNon Smoking 残疾人客房残疾人客房Handicapped RoomHandicapped Room 带厨房客房带厨房客房Room with KitchenRoom with Kitchen 相邻房相邻房Adjoining RoomAdjoining Room 按朝向分按朝向分按朝向分按朝向分:朝街房朝街房Front View RoomFront View Room 背街房背街房Rear View RoomRear View Room 城景房城景房City View RoomCity View Room 园景房园景房Garden View RoomGarden View Room 海景房海景房Sea View RoomSea View Room 湖景房湖景房Lake View RoomLake View RoomRoom types（房型）特殊房型:8 8Unit 2 Check-in ServiceUnit 2 Check-in Service 登记入住登记入住登记入住登记入住 Main PointsMain Points（知识要点）（知识要点）（知识要点）（知识要点）Check-in procedures Check-in procedures 入住程序入住程序 Procedures of registering a guest with a reservation Procedures of registering a guest with a reservation 为有预定客人登记入住程序为有预定客人登记入住程序 Procedures of registering a walk-in guestProcedures of registering a walk-in guest 为散客登记入住程序为散客登记入住程序 Procedures of registering a groupProcedures of registering a group 为团队登记入住程序为团队登记入住程序Unit 2 Check-in Service 登记入9 9Key WordsKey Words（重点词汇）（重点词汇）（重点词汇）（重点词汇）register redist v.register redist v.登记登记 passport p:sp:t n.passport p:sp:t n.护照护照 pay pei v.pay pei v.支付支付 check tek n.check tek n.支票支票 receipt risi:t n.receipt risi:t n.收据收据 sign sain v.sign sain v.签签 bellboy belbi n.bellboy belbi n.侍者侍者 luggage lgid n.luggage lgid n.行李行李 brochure bru n.brochure bru n.小册子小册子 deposit dipzit n.deposit dipzit n.定金定金 departure dip:t n.departure dip:t n.出发出发Key Words（重点词汇）register red1010Useful ExpressionsUseful Expressions（实用表达）（实用表达）（实用表达）（实用表达）Greeting guests and getting information about reservationGreeting guests and getting information about reservation 1)Good afternoon,sir.What can I do for you?1)Good afternoon,sir.What can I do for you?2)Do you have a reservation with our hotel?2)Do you have a reservation with our hotel?3)In whose name was the reservation made?3)In whose name was the reservation made?4)Wait a moment,please.Ill check our reservation record for you.4)Wait a moment,please.Ill check our reservation record for you.5)Your reservation was made by phone and it is guaranteed by credit card.5)Your reservation was made by phone and it is guaranteed by credit card.Registering guestsRegistering guests 1)May I have your passport to fill out the registration form for you?1)May I have your passport to fill out the registration form for you?2)Please sign your name here,sir/madam.2)Please sign your name here,sir/madam.Advance information on paymentAdvance information on payment 1)You need to pay a$1000 deposit,sir/madam.1)You need to pay a$1000 deposit,sir/madam.2)A$1000 deposit is required to be paid in advance,sir/madam.2)A$1000 deposit is required to be paid in advance,sir/madam.3)How would you like to pay(your deposit),sir/madam?In cash,by credit 3)How would you like to pay(your deposit),sir/madam?In cash,by credit card,or by check?card,or by check?4)Your check is unlimited,please sign your name here,write down the name of 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 your company and the phone number of the finance department in your pany.5)Please keep your receipt for the check-out,sir/madam.5)Please keep your receipt for the check-out,sir/madam.Useful Expressions（实用表达）Greeti1111Useful ExpressionsUseful Expressions（实用表达）（实用表达）（实用表达）（实用表达）Giving guests key cards to rooms Giving guests key cards to rooms 1)Your key card and breakfast vouchers are all in this envelope,your room is 1)Your key card and breakfast vouchers are all in this envelope,your room is 0302.0302.2)The breakfast time is from 6:30a.m to 10:00a.m.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 your room.3)Our bellboy will help you with your luggage and show you to your room.WishesWishes 1)Hope youll enjoy your stay with us.1)Hope youll enjoy your stay with us.2)Wish you a wonderful time here.2)Wish you a wonderful time here.Useful Expressions（实用表达）Giving1212Unit 3 Other Services Regarding Reception DeskUnit 3 Other Services Regarding Reception Desk其它有关前台服务其它有关前台服务其它有关前台服务其它有关前台服务 Main PointsMain Points（知识要点）（知识要点）（知识要点）（知识要点）Procedures of extending the stay for a guest Procedures of extending the stay for a guest 延住服务程序延住服务程序 Procedures of changing the room for a guestProcedures of changing the room for a guest 换房服务程序换房服务程序 Procedures of receiving visitorsProcedures of receiving visitors 接待访客服务程序接待访客服务程序Unit 3 Other Services Regardi1313Key WordsKey Words（重点词汇）（重点词汇）（重点词汇）（重点词汇）extend ikstend v.extend ikstend v.延伸延伸 extension ikstenn n.extension ikstenn n.延长延长 transfer trnsf:v.transfer trnsf:v.转移转移 signature signit n.signature signit n.签名签名 attendant tendnt n.attendant tendnt n.服务员服务员Key Words（重点词汇）extend iksten1414Useful expressionsUseful expressions（实用表达）（实用表达）（实用表达）（实用表达）Extending the stayExtending the stay 1)There is some change in my plan,1)There is some change in my plan,2)I am wondering if I can extend the stay?2)I am wondering if I can extend the stay?3)I need to stay here for three more days.3)I need to stay here for three more days.4)Please wait a minute,Mr.Green,I need to check the reservation records first.4)Please wait a minute,Mr.Green,I need to check the reservation records first.5)Here are the extension form and deposit receipt.5)Here are the extension form and deposit receipt.6)You need to pay more as a deposit for extending your stay.6)You need to pay more as a deposit for extending your stay.Changing the roomChanging the room 1)There is something wrong with my bed,can I change to another room?1)There is something wrong with my bed,can I change to another room?2)Would you mind waiting for a minute,Ill send someone there right away for 2)Would you mind waiting for a minute,Ill send someone there right away for a check for you.a check for you.3)Would you mind transferring to a standard room on the 5th floor?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.4)The room is similar to the one you are staying in.5)Im sorry for the inconvenience caused for you.5)Im sorry for the inconvenience caused for you.Receiving visitorsReceiving visitors 1)They are expecting me in their rooms.1)They are expecting me in their rooms.2)Would you please complete this visiting card?2)Would you please complete this visiting card?3)Please show the visiting card to the floor attendant 3)Please show the visiting card to the floor attendant 4)Have fun with your friends.4)Have fun with your friends.Useful expressions（实用表达）Extend1515Unit 4 Concierge ServiceUnit 4 Concierge Service礼宾服务礼宾服务礼宾服务礼宾服务 Main PointsMain Points（知识要点）（知识要点）（知识要点）（知识要点）The way to welcome and bid farewell to guests The way to welcome and bid farewell to guests 迎客和送客方式迎客和送客方式 Service of delivering luggage for guests Service of delivering luggage for guests 为客人运送行李服务为客人运送行李服务 Showing guests to roomsShowing guests to rooms 引领服务引领服务 Introducing facilities and services available in the hotelIntroducing facilities and services available in the hotel 介绍酒店设施和服务介绍酒店设施和服务Unit 4 Concierge Service礼宾服务1616Key WordsKey Words（重点词汇）（重点词汇）（重点词汇）（重点词汇）doorman d:mn n.doorman d:mn n.看门的人看门的人 suitcase sju:tkeis n.suitcase sju:tkeis n.手提箱手提箱 elevator eliveit n.elevator eliveit n.电梯电梯 corridor krid:n.corridor krid:n.走廊走廊 carpet k:pit n.carpet k:pit n.地毯地毯 rack rk n.rack rk n.行李架行李架 switch swit n.switch swit n.开关开关 ceiling si:li n.ceiling si:li n.天花板天花板 lamp lmp n.lamp lmp n.台灯台灯 wardrobe w:drub n.wardrobe w:drub n.衣柜衣柜 hanger h n.hanger h n.挂挂 laundry l:ndri n.laundry l:ndri n.洗衣店，要洗的衣服洗衣店，要洗的衣服 instruction instrkn n.instruction instrkn n.使用说明使用说明Key Words（重点词汇）doorman d:m1717Useful ExpressionsUseful Expressions（实用表达）（实用表达）（实用表达）（实用表达）Greeting guestsGreeting guests 1)Welcome to Friendship Hotel.1)Welcome to Friendship Hotel.2)Do you have any luggage?2)Do you have any luggage?3)Ill take care of your suitcases,3)Ill take care of your suitcases,4)This way,please.The reception desk is right ahead/over there.4)This way,please.The reception desk is right ahead/over there.Helping guests with their luggage and showing the wayHelping guests with their luggage and showing the way 1)Shall I help you with your luggage?1)Shall I help you with your luggage?2)How many pieces of luggage have you got/do you have 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.3)This way,please.We need to take the elevator to go to the 3rd floor.Introducing the room facilities and the hotel serviceIntroducing the room facilities and the hotel service 1)Please allow me to show you the room,sir.1)Please allow me to show you the room,sir.2)Here is the light switch,and this is the remote control for TV/air-2)Here is the light switch,and this is the remote control for TV/air-conditioning.conditioning.3)This is the brochure about our hotel services 3)This is the brochure about our hotel services 4)Do you want me to demonstrate the way of using it,sir?4)Do you want me to demonstrate the way of using it,sir?Bidding farewellBidding farewell 1)Shall I arrange a taxi for you,sir?1)Shall I arrange a taxi for you,sir?2)Here is your taxi,please get in.2)Here is your taxi,please get in.3)Have a nice trip.3)Have a nice trip.Useful Expressions（实用表达）Greeti1818Unit 5 Information DeskUnit 5 Information Desk咨询台咨询台咨询台咨询台 Main PointsMain Points（知识要点）（知识要点）（知识要点）（知识要点）The way to give directions The way to give directions 指路服务指路服务 Provide shopping information Provide shopping information 提供购物信息提供购物信息 Answer inquiries about transportationAnswer inquiries about transportation 回答交通咨询回答交通咨询Unit 5 Information Desk咨询台1919Key WordsKey Words（重点词汇）（重点词汇）（重点词汇）（重点词汇）appreciate pri:ieit v.appreciate pri:ieit v.感激感激 hesitate heziteit v.hesitate heziteit v.犹豫，迟疑犹豫，迟疑 post pst n.post pst n.柱子柱子 vase v:z n.vase v:z n.花瓶花瓶 jewelry du:lri n.jewelry du:lri n.珠宝珠宝 feature fi:t n.feature fi:t n.特色特色 transportation,trnsp:tein n.transportation,trnsp:tein n.运输，运输工具运输，运输工具 consultation,knsltein n.consultation,knsltein n.咨询咨询 maximum mksimm a.maximum mksimm a.最高的，最大极限的最高的，最大极限的Key Words（重点词汇）appreciate p2020Useful ExpressionsUseful Expressions（实用表达）（实用表达）（实用表达）（实用表达）Giving directionsGiving directions 1)How will you come here,madam?1)How will you come here,madam?2)Ill tell/show you the way to our hotel.2)Ill tell/show you the way to our hotel.3)Ill tell/show you how to come here/get there.3)Ill tell/show you how to come here/get there.4)Drive straight along the road,turn left at the second traffic lights,youll see 4)Drive straight along the road,turn left at the second traffic lights,youll see our hotel on the right.our hotel on the right.5)Go straight and then take the left turn at the next corner,youll see it just in 5)Go straight and then take the left turn at the next corner,youll see it just in front of you.front of you.Shopping informationShopping information 1)There are a great variety of goods there.1)There are a great variety of goods there.2)There are so many you can choose from.2)There are so many you can choose from.Transportation informationTransportation information 1)There are two buses going to the Great Wall every day.1)There are two buses going to the Great Wall every day.2)How long does it take to get to the Great Wall 2)How long does it take to get to the Great Wall？3)It usually takes you two hours.3)It usually takes you two hours.4)Do you need us to book you tickets?4)Do you need us to book you tickets?Useful Expressions（实用表达）Giving2121Unit 6 Assistant managerUnit 6 Assistant manager大堂副理大堂副理大堂副理大堂副理 Main PointsMain Points（知识要点）（知识要点）（知识要点）（知识要点）Offer help to the guests Offer help to the guests 为客人提供服务为客人提供服务 Show warmth and concerns for guests Show warmth and concerns for guests 关心客人关心客人 Handle complains lodged by guestsHandle complains lodged by guests 处理投诉处理投诉Unit 6 Assistant manager大堂副理2222Key WordsKey Words（重点词汇）（重点词汇）（重点词汇）（重点词汇）anxiously ksli ad.anxiously ksli ad.忧虑地，不安地忧虑地，不安地 greet gri:t v.greet gri:t v.欢迎欢迎 expert eksp:t n.expert eksp:t n.专家专家,能手能手 assistance sistns n.assistance sistns n.帮助帮助 curious kjuris a.curious kjuris a.好奇的好奇的 cute kju:t a.cute kju:t a.可爱的，聪明的，伶俐的可爱的，聪明的，伶俐的 smart sm:t a.smart sm:t a.聪明的聪明的 recommend rekmend v.recommend rekmend v.建议，推荐建议，推荐 complaint kmpleint plaint kmpleint n.抱怨抱怨 refund ri:fnd n.refund ri:fnd n.偿还偿还 v v偿还借款偿还借款 insist insist v.insist insist v.坚持坚持 satisfied stisfaid a.satisfied stisfaid a.感到满意的感到满意的 solution slju:n n.solution slju:n n.解决办法解决办法Key Words（重点词汇）anxiously k2323Useful ExpressionsUseful Expressions（实用表达）（实用表达）（实用表达）（实用表达）Guests complaintGuests complaint 1)The room is too dirty.1)The room is too dirty.2)The telephone in my room doesnt work.2)The telephone in my room doesnt work.3)The air-conditioner stopped working just now.3)The air-conditioner stopped working just now.4)I ordered the breakfast at least half an hour ago,but it still hasnt come.4)I ordered the breakfast at least 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.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 6)This is room 3008.Can you do something about the noise in room 3006?Its driving me mad.driving me mad.7)Dont you provide it for free?7)Dont you provide it for free?8)There is a hole in my shirt.8)There is a hole in my shirt.Making apologies and handling the complaintsMaking apologies and handling the complaints 1)I do apologize for what had happened.It will never happen again.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.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.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 concerned4)Thank you for telling us.Ill refer this to the department concerned（相关部（相关部门）门）.5)Please let us know if you have any further problems.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 6)According to our hotel policy,well pay for the damaged skirt at 15%of its original price.original price.7)I m so sorry for that.Ill call them to see what has happened.7)I m so sorry for that.Ill call them to see what has happened.Useful Expressions（实用表达）Guests2424Part HousekeepingPart Housekeep