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单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,?饭店效劳英语?电子教案,Part Front Office Service,前厅效劳,Part Housekeeping,客房效劳,Part Food and Beverage,餐饮效劳,Part Health and Recreation,康体效劳,Part Convention Service & Business Center,会议商务效劳,Part Security Service,保安效劳,Part Other Services Concerning Hotels,酒店其他相关效劳,Part Front Office Service前厅效劳,Unit 1 Room Reservation,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,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 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) 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 hotel?,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 available.,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 want / 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,Adjoining 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 guest,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 Expressions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 made 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 paid 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 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 your room.,Wishes,1) Hope youll enjoy your stay with us.,2) Wish you a wonderful time here.,Unit 3 Other Services Regarding Reception Desk其它有关前台效劳,Main Points知识要点, Procedures of extending the stay for a guest,延住效劳程序, Procedures of changing the room for a guest,换房效劳程序, Procedures of receiving visitors,接待访客效劳程序,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. 效劳员,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 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 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 in 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礼宾效劳,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,为客人运送行李效劳, Showing guests to rooms,引领效劳, Introducing facilities and services available in the hotel,介绍酒店设施和效劳,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,wardrobe 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.,Helping 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 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, please 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,指路效劳, Provide shopping information,提供购物信息, Answer inquiries about transportation,答复交通咨询,Key Words重点词汇,appreciate pri:ieit v. 感谢,hesitate heziteit v. 犹豫，迟疑,post pst n. 柱子,vase v:z n. 花瓶,jewelry du: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) 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 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,为客人提供效劳, 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. 欢送,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 kmpleint n. 抱怨,refund ri:fnd n. 归还 v归还借款,insist insist v. 坚持,satisfied stisfaid a. 感到满意的,solution slju:n n. 解决方法,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 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.,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 handling 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 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 客房效劳,Unit 7 Floor Attendance,楼层效劳,Main Points知识要点, Provide turn-down service,开夜床, General cleaning for occupancies,客房清扫,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,Useful 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 later?,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总机效劳,Main Points知识要点, Procedures of wake-up calls,叫早效劳程序, Three ways of wake-up calls,三种叫早效劳方式, Answer inquiries about long distance calls,解答关于长途 咨询效劳, The way to take massages for guests,留言效劳,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. 反响，响应,ensure inu v. 保证，担保,Useful expressions实用表达,Wake-up 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. Please 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) Would you mind leaving your telephone number?,Unit 9 Room Centre Service客房效劳中心1,Main Points知识要点, Procedures of extra-bed service,加床效劳程序, Procedures of laundry service,洗衣效劳程序, Procedures of express service,加急效劳程序,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- 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) 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, its 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 客房效劳中心2,Main Points知识要点, The contents of room center service,客房效劳中心内容, Specific procedures of different services concerning room center service,不同客房效劳中心效劳的具体程序,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 ,inknvi: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 Lost 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-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?,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 & Beverage餐饮效劳,Unit 11 Making Reservations,餐位预订,Main Points知识要点, Procedures of making reservations for individuals,散客预定程序, Procedures of banquet reservations,宴会预定程序, Skills of introducing the restaurants and making recommendations,介绍餐厅和推荐菜品技巧,Key Words重点词汇,compartment kmp:tmnt n. 间隔，个别室,stuffy stfi a. 不通气的固步自封的,banquet bkwit n. 宴会,arrangement reindmnt n. 安排,hold huld v. 组织,shrimp rimp n. 虾,pork p:k n. 猪肉,mutton mtn n. 羊肉,pineapple painpl n. 菠萝，凤梨,prepare prip v. 准备，预备,watermelon w:tmeln n. 西瓜,Useful Expressions实用表达,Making a reservation,1) For how many people?,2) For what time?,3) In whose name, please?,4) Let me confirm. A table for three, at 7:00 oclock in this evening, in the name of Zhang.,Arranging a banquet,1) When would you like your banquet?,2) How much money would you like to pay for your table?,3) Could you tell me what the banquet is for?,4) Will you hold an indoor party or outdoor?,5) Id like my banquet at $200 each table excluding drinks.,6) Do you need any background music?,Unit 12 Taking Orders & Paying Bills就餐和结账效劳,Main Points知识要点, Procedures of taking orders,点菜程序, Skills of making a recommendation on food,菜品推荐技巧, Paying bills by credit card or in cash,用现金或信用卡结帐,Key Words重点词汇,cuisine kwi(:)zi:n n. 烹饪,tender tend a. 温和的，未成熟的,sauted 炒，煸,slice slais v. 切成薄片，分配,broccoli brkli n. 绿菜花，花椰菜,braise breis vt. 蒸,mushroom mrum n. 蘑菇,sauce s:s n. 调味汁，酱汁,steak steik.n. 牛排,lemon lemn n. 柠檬,stuffed stfda. 塞满了的,crispy krispi a. 脆的,tuna tju:n n. 金枪鱼,snack snk n. 小吃,点心,stewed stju:d a. 蒸，与酱油等红烧,sesame sesmi .n. 芝麻,counter kaunt . n. 柜台,Useful Expressions实用表达,Taking orders,1) May I take your order now?,2) Are you ready to order?,Asking the guest what hed like to have,1) What do you like to have for dinner?,2) Anything specific do you want to have?,3) What would you like to drink,？,4) What kind of tea would you like to have?,5) Sichuan and Hunan food is spicy and hot .,6) Cantonese food is light and tender.,7) Anything else?,8) What youve ordered should be enough for six people.,9) Thats all for now.,Useful Expressions实用表达,Recommending food to the guest,1) How about,？,2) Todays special isMaybe you want a try.,3) May I suggest ? Its worth a try.,4) Its our chefs recommendation.,Settling the bill,1) Heres your bill. Please check it.,2) Would you like to sign it?,3) How would you like your payment, in cash, by credit card or with travelers check?,4) We accept credit cards. Im sorry we dont accept personal checks. Its our hotels rule.,5) May I take an imprint of your card?,6) Heres your change and receipt.,Unit 13 Western Restaurant,西餐厅,Main Points知识要点, Four courses of western dinner,西餐四道菜, Procedures of serving western food,西餐上菜程序, Useful words and expressions about western food,有关西餐的有用词和短语,Key Words重点词汇,cocktail kkteil n.,鸡尾酒,appetizer pitaiz .n.,开胃食品,onion njn n.,洋葱,lamb lm n.,羔羊肉,rare r a.,三分熟,strawberry str:bri .n.,草莓,main mein a.,主要的,specialty spelti .n.,特色,roast rust .a.,烘烤的,medium mi:djm a.,适中的，中等的，五分熟,asparagus sprgs n.,芦笋,vitamine vitmin, -mi:n; vai- .n.,维生素,(,维他命,),dessert diz:t n.,甜食,healthy heli .a.,健康的,buffet bufei n.,自助餐,frozen fruzn a.,冰冻的,bacon beikn .n.,熏肉,sausage ssid n.,香肠，腊肠,garlic g:lik n.,大蒜,toast tust n.,土司面包，烤面包,Useful Expressions实用表达,Ordering western food,1) What would you like to have for your appetizer?,2) What do you like for the main course?,3) Would you like some soup?,4) What do you like to have for the dessert?,5) Im afraid is not on our menu. How about ?,Finding out how the guest wants the food,1) How would you like your steak, rare, medium or well-done?,2) Which do you prefer, boiled egg or fried egg?,Serving the food,1) Itll be up in 20 minutes.,2) Your onion soup, chicken salad and steak. Enjoy your meal.,3) I didnt order this dish.,4) Im afraid I got it wrong.,5) Im sorry for the mistake. Ill get you another soup.,About Steak关于牛排,very rare steak：牛排内部为血红色而且温度不高。,一分熟牛排rare：牛排内部为血红色且内部各处保持一定温度高于very rare steak。,三分熟牛排medium rare：内部为桃红且带有相当热度。,五分熟牛排medium：牛排内部为粉红且夹杂着浅灰和综褐色，整个牛排都很烫。,七分熟牛排medium well：牛排内部主要为浅灰综褐色，夹杂着粉红色。,全熟牛排well done：牛排内部为褐色。,Unit 14 Room
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