《饭店服务英语》课件-模块一 礼宾服务

《饭店

英语》HotelEnglishHotelEnglish模块一ConciergeService

礼宾服务教学目标知识目标:了解迎客送客的方式技能目标:掌握为客人运送行李服务及引领服务情感目标:体会饭店实际服务工作的重要性热爱自己的职业

教学重点1.掌握礼宾服务的内容及英文词汇2.掌握迎送客人的常用表达及句型

教学难点能够用英语进行礼宾服务和介绍饭店设施ConciergeService礼宾服务MainPoints（知识要点）※Thewaytowelcomeandbidfarewelltoguests

迎客和送客方式※Serviceofdeliveringluggageforguests

为客人运送行李服务※Showinggueststorooms

引领服务※Introducingfacilitiesandservicesavailableinthehotel

介绍酒店设施和服务doorman['dɔ:mən]n.看门的人suitcase['sju:tkeis]n.手提箱elevator['eliveitə]n.电梯corridor['kɔridɔ:]n.走廊carpet['kɑ:pit]n.地毯rack[ræk]n.行李架switch[switʃ]n.开关ceiling['si:liŋ]n.天花板lamp[læmp]n.台灯wardrobe['wɔ:drəub]n.衣柜hanger['hæŋə]n.挂laundry['lɔ:ndri]n.洗衣店，要洗的衣服instruction[in'strʌkʃən]n.使用说明

KeyWords（重点词汇）Ⅰ.Greetingguests1)WelcometoFriendshipHotel.2)Doyouhaveanyluggage?3)I’lltakecareofyoursuitcases,4)Thisway,please.Thereceptiondeskisrightahead/overthere.HelpingguestswiththeirluggageandshowingthewaShallIhelpyouwithyourluggageHowmanypiecesofluggagehaveyougot/doyouhave？Thisway,please.Weneedtotaketheelevatortogotothe3rdfloor.

UsefulExpressions（实用表达）UsefulExpressions

（实用表达）

Introducingtheroomfacilitiesandthehotelservice

1)Pleaseallowmetoshowyoutheroom,sir.2)Hereisthelightswitch,andthisistheremotecontrolforTV/air-conditioning.3)Thisisthebrochureaboutourhotelservices4)Doyouwantmetodemonstratethewayofusingit,sir?Biddingfarewell

1)ShallIarrangeataxiforyou,sir?2)Hereisyourtaxi,pleasegetin.3)Haveanicetrip.CheckoutII.Lead-inActivitiesCanyougivetheanswerstothem?Willyoubearepeatguestofahotelwhosefrontcashierhasservedyouinarudemannerthistime?2.Whatisnecessarywhentheguestscometosettletheirbills?3.Aftertheguestcheckedout,whatshouldthefrontcashierdo?Doyouthinkarudecashierwillaffectyourmood?Ifyoumeetsuchacashier,willyoucomplaintohis/herboss?5.Whatwillyoudoifyoufindyouhavelostanecklaceinthehotel?

ClassactivityteamworkCheckoutIII.TopicextensionDoormanServiceG---GuestD---Doorman(A)Welcomingaguest(Acarstopsinfrontofthehotelandadoormanstepsforwardandopensthedoorofthecarfortheguest)D:

Goodafternoon,sir,WelcometoFriendshipHotel.G:

Goodafternoon.Thankyou.D:Doyouhaveanyluggage?G:Oh,yes,inthetrunk.Twosuitcase.DialogueD:Comein,please.Ourbellboywillhelpyoutakethemintoyourroom,sir.G:

Thankyou,youaresofriendly..D:Mypleasure,sir.Thereceptiondeskisrightahead.(B)Seeingaguestoff(Aladycomesoutofthehotelwithababyinherarms,shestopsatthedoor)D:Goodmorning,madam.MayIhelpyou?III.TopicExtensionIII.TopicExtensionG:Yes,Iamgoingtothedowntownareawithmylittledaughter,canyouhelpusfindataxi?D:Noproblem,madam.Justaminute.(Amomentlater)D:Hello,madam.Hereisthecar,pleasemindyourbaby’shead.G:

Thankyou.Iamsogladyoucanhelpus.Seeyou..D:Seeyou,madam.Nicetrip.III.TopicExtensionCheckoutIV.OralTime

SituationA:

Mrs.Greenhasstayedinthehotelforthreedays,andthisafternoonshechecksout.ActitoutSituationB:

Guest:youarecheckingoutintheafternoon.Youwanttopayyourbillwithyourpersonalcheckbutareinformedthatpersonalcheckisnotacceptable.SoyoudecidetopayUSdollarsincash.ActitoutCashier:Yougetnecessaryinformation,andtellhimthatthehotel’spolicyisthatpersonalcheckisnotacceptable.Meanwhileyoutelltheguestthathandlingchargeswillbelevied.I.Choosethepropersentencesforthegivensituation.1服务员主动提供服务时说_2犹豫不决时，你会说_3赞同对方时说__4服务员询问你用餐时间时说__5感觉对方的提议妙极了__6不知对方有何事找你时___7感谢对方的善意帮助时说__8表示十分惋惜时，你会说__a.It’sverykindofyou.b.That’saterrificideac.Whenshallweexpectyou?d.Whatapity!e.Itsoundsgood.f.Letmesee…g.Whatisitgoingtobe?h.Hello.CheckupI.Choosethepropersentencesforthegivensituation.1服务员主动提供服务时说

h

2犹豫不决时，你会说f3赞同对方时，

e

4服务员询问你用餐时间时说c5感觉对方的提议妙极了

b

6不知对方有何事找你时_g__7感谢对方的善意帮助时说

a8表示十分惋惜时，你会说da.It’sverykindofyou.b.That’saterrificideac.Whenshallweexpectyou?d.Whatapity!e.Itsoundsgood.f.Letmesee…g.Whatisitgoingtobe?h.Hello.II.Translatethefollowingsentences:需要我为您叫辆出租车吗？前台就在您的前面。您一共有几件行李？一位抱小孩的女士从酒店里走出来。您可以通过旋转按钮来调节灯光的亮度。CheckupTranslation1.CanIhaveataxiforyou?2.Thereceptiondeskisrightahead.3.Howmanypiecesofluggagehaveyougot?4.Aladycomesoutofthehotelwithababyinherarms.5.Youcanvarythebrightnessofthelightsbyturningit.CheckoutV.EnglisharoundYouAstory?Myheartislikeasinging