项目九EnglishForHospitality

1、Unit 9 English For HospitalityTask One English For Front OfficeLesson 1 Room Reservation First listen and then answer the questionWhat time would the guest like his room? (听教师朗读课文，然后回答问题：客人要订什么时候的房间?) A：Receptionist B：Guest A：Good morningRoom reservationsHow may I help you? B：Im calling from New Yor

2、k1 want to book a single room with a bath A：When for，sir? B：From the 8th to the 10th of August A：One moment，pleaseI'll checkYes，sirNo problemMay I have your name? B：Jack Sterling A：Could you spell that，please? B：JACK，JackSTERLINGSterling A：Mr. SterlingYouve reserved a single room from the 8 th t

3、o the 1 0th of August B：ThatS rightThank you very much A：Thank you for calling，Mr. SterlingWe look forward to your arrival New words and expressions(生词和短语) bath浴室，浴缸 room reservation客房预订 a single room单人间房间类型 一般酒店房间类型因酒店而异，常见的房型如下：a single room单人间、a double room双人间、a twin room双床间、connecting moms连通房、ad

4、joining rooms相临房、a suite套房、a presidential suite总统套房、a kingbed room大床间、a room with a view of the lake湖景房。Lesson 2 The bellman First listen and then answer the questionHow many pieces of luggage does the guest have?(听教师朗读课文，然后回答问题：客人有几件行李?) G：Guest B：Bellman B：Good afternoonSirWelcome to our hotelMay

5、I help you with your luggage? G：Yes，please B：Mr. SmithYouve got two pieces of luggage in a11Is that right? G：YesB：Let me show you to the front deskThis way，please New words and expressions(生词和短语) luggage行李the front desk前台 Tips for the bellman客人来到酒店，行李员应主动热情地迎接客人，尽量用客人姓名和尊称称呼客人，在跟客人拿行李时，可从客人的行李标签上获悉客

6、人姓名。 Match the words on the left with the phrases on the fight (1)客房用餐服务 a transformer (2)变压器 b Please do not disturb (3)空调 c safe (4)示范，演示 d balcony (5)保险箱 e the remote control (6)微型冰箱 f morning call (7)请勿打扰 g room service(8)阳台 h demonstrate(9)遥控器 i air conditioner(10)叫醒服务 j minibarLesson 3 Checkin

7、g in First listen and then answer the questionWhat kind of room has the guest booked? (听教师朗读课文，然后回答问题：客人预订了什么样的房间?) G：Guest R：Receptionist R：Good morning，sirWelcome to our hotelDo you have a reservation? G：Yes R：May I have your passport，please? (check the arrival list) Mr. SmithYou booked a nonsmoki

8、ng King bedS room for two nightsIs it right? G：Yes R：Mr. SmithThis is your room card，on the 1 6th floorPlease confirm your room rate with breakfast on 3rd floor from 6：30am一11：00 amPlease sign hereMay I have your credit card for deposit? G：Yes R：Here is your cardPlease keep itEnjoy your stay! New wo

9、rds and expressions(生词和短语) receptionist接待员 passport护照 confirm确认 deposit押金 room rate房价 arrival list预抵客人名单 Tips for checking in 前厅服务员在为客人办理登记入住手续时，一般都要求热情、快速、准确。有的酒店要求3分钟之内完成，对于VIP客人在提前有所准备的情况下，甚至可以做到更快。Lesson 4 Checking in () First listen and then answer the questionHow many nights would the guest li

10、ke to stay? (听教师朗读课文，然后回答问题：客人将会住几个晚上?) G：Guest R：Receptionist R：Good morning，sirWelcome to our hotelMay I help you? G：Im John Brown from New YorkId like a superior nonsmoking room with one kingsize bed R：Mr. BrownHow many nights would you like to stay? G：Just two R：May I see your passport? G：Yes，he

11、re you are R：How will you be paying? G：Can I pay by my Master card? R：SureYour breakfasts are included in the price of the roomsThe restaurant is in 2”floorHere is your room cardThe bellboy will show you to your roomWe hope you will enjoy your stay with US New words and expressions生词和短语 superior高级的

12、Master card万事达信用卡 信用卡使用 客人只能使用饭店规定接受的信用卡种类。国外信用卡直接用POS机获取授权。国内信用卡拉卡后，请客人在卡或单上签字后向银行要授权。拉卡时需要检查持卡人的姓名是否与入住客人相符，是否有效，底单是否清晰。Lesson 5 The Bellman() First listen and then answer the questionHow many channels are there on the TV set? (听教师朗读课文，然后回答问题：电视有多少个频道?) A：Bellman B：Guest A：Mr. Smith，here is your r

13、oomMay I have your room card? B：Yes，here you are (Open the door for the guest，and let the guest come in first) A：Shall I put your luggage here?B：OKThank you A：Here is your televisionIt has 50 channelsMost of them are Chinese stations You also can get many English stations，such as HBO，CNN，and BBC B：T

14、hatS great A：Here is our hotel service guideIt can give you the information about our services and facilitiesIs there anything else I can do for you before I leave? B：No，not at the momentThank you SO much A：ItS my pleasureHave a pleasant stay at the hotelBye New words and expressions(生词和短语) channel频

15、道 facility设施 service guide服务指南 国内星级酒店常见的英语频道HBO，CNN，and BBC：它们分别是美国家庭影院亚洲频道、美国有线电视新闻网、英国广播公司世界频道。Lesson 6 Checking out First listen and then answer the questionWill the client pay the bill by cash or by credit card? (听教师朗读课文，然后回答问题：客人是用现金还是用信用卡结账?) A：Cashier B：Guest A：Good morning，madamCan I help yo

16、u? B：Yes，I'd like to pay my hotel bills A：Your name and room number，please? B：My name is Rebecca Cook and room number is 908 A：Did you use the minibar? B：No A：Here you are，madamYour total is 3065 yuan RMB，including 15service chargeHow would you like to pay? B：By credit card A：Here is your invoic

17、e，madamWe hope you enjoy your stay with US B：Thank youNew words and expressions(生词和短语) cashier收银员 bill账单 minibar(宾馆客房的)小冰箱 invoice发票 total总共，总计 service charge服务费 credit card信用卡 结账的方式 结账方式一般有：cash(现金)、credit card(信用卡)、union card(银联卡)、travelers check(旅行支票)。 住酒店一般会产生的费用如下：service charge服务费；late checkou

18、t charge延迟退房费；laundry services charge洗衣服务费；business services charge商务中心服务费；leftluggage services charge寄存行李服务费。Lesson 7 Foreign Currency Exchange First listen and then answer the questionHow much would the guest like to exchange? (听教师朗读课文，然后回答问题：客人想要兑换多少钱?) A：Cashier B：Guest A：Good morning，sirHow can

19、 I help you9 B：Yes，I'd like to change two hundred US dollarsWhatS todayS exchange rate? A：Six point eightfive(685)That is，every US dollar in cash is equivalent to 6.85 yuan RMB B：Very good A：Would you please fill in the form and show me your passport? B：All right A：Please write down your name，pa

20、ssport number and room number B：Here you are A：Thank you(The cashier counts and hands the money to the guest) B：Thank you very much A：YOU are welcome New words and expressions(生词和短语) exchange兑换；交换 exchange rate汇率 equivalent相等的，相当的 count数 外币兑换时收银员须注意：应将兑换钱币放在顾客面前，放在柜台里面不礼貌。通常最基本的外币有如下几种：USD(US dollar

21、)，GBP(Great Britain pound)，EUR(European dollar)，HKD(Hong Kong dollar)，JPY(Japanese yen)。Lesson 8 The General Switch Board First listen and then answer the questionDid the caller find Mr. Edward? (听教师朗读课文，然后回答问题：打电话的人找到爱德华先生了吗?) A：Operator B：Caller A：The Crown Plaza HotelHow can I help you? B：I'd

22、 like to speak to Mr. Edward A：Do you know his room number? B：Yes，Room 802 A：Please hold onI'll put you through，sir A：Pm sorry，sirBut nobody answers B：Can you take a message? A：Yes，I'll give him the message when he comes back B：Thank you New words and expressions(生词和短语) room number房号 put thr

23、ough转接电话 hold on稍等 take a message替某人留言接线员的工作 接听电话时，要仔细听，对方可能是将数字一个一个地念出，例如，27034410，你可能听到two seven zero three(停顿)four four one zero；或者是两个两个念出：twentyseven zero three fortyfour ten。注意“0”这个数字，有人念0，有人念zero。两个“0”念double zero；三个“0”念triple zero。公用电话，称为pay phone，公用电话亭称为telephone booth。DDD为国内长途直拨电话；IDD为国际长途直

24、拨电话；市内电话是local call；长途电话是distance call。Lesson 9 Business Center First listen and then answer the questionIs there any fax for the guest? (听教师朗读课文，然后回答问题：有没有客人的传真呢?) A：Clerk B：Guest A：Good morning，Miss ThompsonCan I help you? B：Yes，I'm expecting a fax from my family in New York A：Could you tell m

25、e your room number? B：My room number is 708 A：Please wait a momentLet me have a checkYes，we received a fax for youHere you are B：Thank you New words and expressions(生词和短语) expect期待，期望 fax传真 receive收到 have a check查一查 商务中心服务 商务中心工作人员在见到客人时一定要站起来，而且要面带微笑，给客人以良好的印象。商务中心的服务一般包括：printing(打字)、copying(复印)、f

26、axing(传真)、mailing(邮件接收)、bookbinding(书籍装订)、name card printing(名片印制)、meeting rooms for hire(会议室租用)等。Lesson 10 Dealing with Complaints First listen and then answer the questionWhatS wrong with the guestS room? (听教师朗读课文，然后回答问题：客人的房间怎么啦?) A：Clerk B：Guest C：Assistant Manager A：Good morning，sirHow can I he

27、lp you? B：The sink is stopped up A：Fm terribly sorry about it1 will report it to our assistant manager right away C：Good morning，sirI'm the assistant managerCould you please tell me what the problem is? B：ItS the sink in my roomItS clogged C：I do apologize for it，sirWe will send the repairman to

28、 fix it immediatelv B：How long will it take? C：Itll take about 15 minutes B：Thank you New words and expressions生词和短语 sink水槽，洗碗(脸)槽 stop up堵塞 assistant manager大堂副理 clog堵塞 apologize道歉 repairman修理工 顾客投诉 客人投诉主要是对所住房间的投诉，问题通常包含设施故障、环境差(太吵、离电梯太近等)、房间的清洁度不够，也有的是投诉服务人员的服务态度等。例如，The screen is blank(电视机屏幕无显示)

29、；We cant get any reception(电视收不到信号)；There is no sound(电视没有声音)。会堵塞的设备有toilet，bathtub；如果水溢出，可以说overflowing。服务员应能随机应变，而且必须具备相关的专业知识，尽快解决问题，减少客人的等待时间。Task Two English For Housekeeping DepartmentLesson 1 Housekeeping supplies First listen and then answer the questionWhat is the guest number? (听教朗读课文，然后回答

30、问题：客人所在的房号?) G=Guest H=Housekeeper G：Could you bring me writing paper? H：Certainly，sirYour room number，please? G：999 H：We will give it to you immediatelyThanks for calling New words and expressions(生词和短语) housekeeping客房部Lesson 2 Things on the desk Use the following words to make a dialogueNew words

31、and expressions(生词和短语) envelope信封 a laundry list洗衣单 an inhouse movie schedule闭路电视节目单 notepaper便笺纸 an ashtray烟灰缸 matches火柴Lesson 3 Housekeeping supplies First listen and then answer the questionWhat does the guest want to change? (听教师朗读课文，然后回答问题：客人需要更换什么?) H：Housekeeper G：Guest H：Housekeeping，would y

32、ou like your wash cloths changed? G：Yes，please G：No，not reallyNew words and expressions(生词和短语)Wash cloths毛巾Lesson 4 Things in the bathroomUse the following words to make a dialogueNew words and expressions(生词和短语) shower cap浴帽 shampoo洗发水 bath towels浴巾 toothbrush牙刷 toothpaste牙膏 face towels面巾Lesson 5 H

33、ousekeeping supplies First listen and then answer the questionWhat does the guest want?(听教师朗读课文，然后回答问题：客人需要什么?) H：Housekeeper G：Guest H：Housekeeping，may I help you9 G：Will you supply me with some hangers? H：You should already have hangers in your wardrobe，but if you dont have 1 will send them right

34、upLesson 6 Things in the wardrobe Use the following words to make a dialogueNew words and expressions(生词和短语) shoe horn鞋拔子 shoe shine cloth擦鞋布 coat hanger衣架 laundry bag洗衣袋Lesson 7 Different Rooms First listen and then answer the questionWhat kind of room does the guest stay?(听教师朗读课文，然后回答问题：客人待在哪种房间?)

35、 H：Housekeeper G：Guest H：Would you like your single room cleaned? G：Yes，1 would G：No，thank you Lesson 8 Room category Use the following words to make a dialogueNew words and expressions(生词和短语) single：room单人间，供1人住的客房，可能有1张床或不止1张床。 double room双人间，供2人住的客房，可能有1张床或不止1张床。 triple room三人间，供3人住的客房。可能有两张床或不止两

36、张床。 酒店里面除一些常用的房间外，高档酒店通常还有一些套房，有的酒店全部是套房，如深圳富苑皇冠假日酒店。套房的主要类型有以下几种，希望同学们掌握。suite套房。一个起居室连带一卧室或不止一个卧室。 a presidential suite总统套房。 deluxe king room豪华单人问，大床房。 deluxe twin room豪华双人间，双床房。 executive business room，行政商务房。 deluxe king suite豪华套房。 minisuite or junior suite小套房。在一单人房内，除床之外还有起居区域。在有些饭店，卧室与起居室不在同一房间

37、内。 Queen大号双人床。房内有1张大号双人床(Queen size bed)，可以住1人或不止1人。 King特大号双人床。房内有1张特大号双人床(King size bed)，可以住1人或不止1人。Lesson 9 Thing in the guest roomName the things in the guest roomNew words and expressions(生词和短语)key cards房卡wardrobe衣橱luggage rack行李架子easy chair单人沙发console操控台 carpet地毯Lesson 10 A guest room Listen t

38、o teacher then 6Il in the blank with the words The guest open the room with_There is a light switch by the entranceIn the_，there are_to hang clothes onThe guest can put a suitcase or luggage on the_There is often_above the bedNext to the bed is bedside tableThe floor is probably covered by a_There s

39、hould be_in the bedroomOpposite to the bed is_or desk with minor Answer(朗读时请插人) Key card wardrobe coat hangers luggage rack a painting console a wall to wall carpet easy chair the dressing tableTask Three English For Food And Beverage DepartmentLesson 1 A reservation for a table First listen and the

40、n answer the questionWhen will the guest arrive?(听教师朗读课文，然后回答问题：客人什么时候到达餐厅?) G：Guest C=Reservation Clerk C：Good afternoonSunshine RestaurantMay I help you? G：Id like to reserve a table for two night C：Certainly，sirWhat time would you like your table? G：Around 7：00 Pm C：May I have your name and telep

41、hone number，please? G：Paul Brown and my cell phone number isC：Thank you，Mr. Brown G：Youre welcome C：By the way，as at the peak hour，we can only keep your table for half an hour G：Sure，no problem C：We look forward to serving you，Mr. BrownThanks for callingNew words and expressions(生词和短语)

42、reservation预订 cell phone手机 peak hour高峰期 look forward to期待 电话预订 (1)打电话的习惯表达方法。介绍自己或单位时用“This is sunshine hotel”“This is Lily”或者“It is sunshine hotel”“Its lily speaking”也可以直接说“Sunshine hotel”“Lily speaking”而不用“Here is the Sunshine Hotel”“Im Lily”问对方是谁时，也是用“who is that?”来表达，而不用“Who are you?” (2)在询问“您找哪

43、位?”的时候，不要说“Who do you want?”正确的做法是自报家门，然后问“May I help you?” Lesson 2 A reservation at the Sheraton Hotel Use the following words to make a dialogue (Hilton hotelSheraton Hotel；2：00pm12：00am；4people8people)Written exercises：1Match the words on the left with the phrases on the right(1)预订 abe closed(2)

44、靠窗的桌子 bcheck(3)包厢 ca table by the window(4)非吸烟区 dguarantee(5)核查 ebe open(6)保证 fa private room(7)营业 gnonsmoking area(8)打烊 hreserve 2Translate the following English into Chinese (1)Just a moment，pleaseIll check the availability for you (2)Would you like to make a reservation at another time? (3)We hop

45、e well have another opportunity to serve you (4)How much would you like to spend for each table? (5)How would you like US to arrange the tables? Lesson 3 How about the centre table First listen and then answer the questionDid the guest take the centre table? (听教师朗读课文，然后回答问题：客人坐了位于中心的位置吗?) W：Waiter G

46、：Guest W：Good eveningLadies and gentlemen，welcome to our restaurant G：Good evening W：A table for five? G：No，one more W：Do you have a reservation? G：I dont think I have one W：This way，pleaseHow about the centre table? It is with up to 8seats G：Thats fine W：Here is the menuPlease take your time，the wa

47、iter will be at your service soon G：Thank you Tips for declining tips in a restaurant 在西方，给服务员小费(tips)不但是一种习俗，还是对服务员工作的尊重。所以，断然拒绝接受小费，不但会让客人感到尴尬，甚至还会伤害他们的自尊心。如果制度允许，不妨接受下来，说：“Thank you，itS very nice of you”如若不然，也要礼貌地谢谢客人，并向其解释：“we dont accept tips，thank you all the same”Lesson 4 A table too close to

48、 the toilet Use the following words to make a dialogueWritten exercises：1Compltte the following sentences using the possessive case(1)This is_ (这孩子的)vase(2)They are_ (华盛顿先生的)parents(3)Where can i find the_ (男卫生间)?(4) _ (女洗手间)is over there(5)Is this_ (沃克的)cup?(6)These are(马克先生的)drinking glasses(7)Aft

49、er that they had a good_ (睡了一夜)。(8)The summer palace is one of_ (北京最好的景点)。(9)I，m going to the_ (理发店)(10)He had to go to_ (他姐姐的家)for dinner2Translate the following sentences into english(1)我不喜欢这种啤酒，能给我换一种吗?(2)拐角边的桌子离卫生问太近了，我不喜欢。(3)这里离舞台太远了，我想换张桌子。(4)我儿子要上厕所，请您告诉我厕所在哪儿?(5)不着急，笔直走靠右边.Lesson 5 Ordering

50、steaks First listen and then answer the questionHow did the guest like his steak?(听 教师朗读课文，然后回答问题：客人喜欢什么样的牛排?) W：Waiter G：Guest W：May I take your order，sir? G：Yes，I am having steak W：How would you like your steak，rare，medium or well done? G：Medium，please W：Would you like your steak with a baked pota

51、to or French fries? G：1 would prefer a baked potato，please W：How about a mixed salad or a tamato? G：A mixed salad would be fine W：And what would you like to drink with your meal? G：1 would like a glass of coconut juice W：Ill be right back with your drinks and take your order Tips for ordering 西餐点菜服务

52、礼仪 (1)菜单应先递给女士，如无女士，则先递给长者。如果有很多人一起用餐，则可将菜单递给主宾。 (2)应给客人充裕的时间选择，也可看情况介绍一些招牌菜(house specialty)或当日有特价的菜式(todays special)。 (3)在接受点菜时，必须问清客人的需求，“您喜欢怎样做您点的菜?” (How would you like your ?) (4)例如，牛羊肉通常有5种不同的成熟度，即全熟(welldone)、七成熟 (mediumwell)、五成熟(medium)、三成熟(rare)和一成熟(bleu，即“带血牛肉”)。Written exercises：(1)Match the words on the left with the words on the right(1)酥脆的 atender(2)可口的 bsweet and sour(3)鲜嫩的 cclear(4)辣的 dtasty(