【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

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 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 Help1) What can I help you, please? 2) May I help you, please? 3) Is there something I can do for you, sir / Madam?Reservation requirements1) 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 Rates1) We have many types of rooms, such as2) 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 Reservation1) 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 reservation1) 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 Reservation1) 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 reservation1) 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 payment1) 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. Wishes1) 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 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 stay1) 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 visitors1) 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 guests1) 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: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 information1) 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 kmpleint 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 complaint1) 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 complaints1) 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 客房服务,Unit 7 Floor Attendance 楼层服务Main Points（知识要点） 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,Useful Expressions（实用表达）,Room cleaning1) 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 service1) 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-up calls1) 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 call1) 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 message1) 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- 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 service1) 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 service1) Please complete the laundry list and put it together with your laundry.2) We have express laundry service here, its 50% extra charge for it3) 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 Points（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 ,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 service1) 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 service1) 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 found1) 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 services1) 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餐饮服务,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 reservation1) 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 banquet1) 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就餐和结账服务,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 orders1) May I take your order now?2) Are you ready to order?Asking the guest what hed like to have1) 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 guest1) 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 bill1) 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 per