《酒店英语口语》高职全套教学课件

HOSPITALITY

SERVICEENGLISH全套可编辑PPT课件

Practiseeveryday124HoursLearningbyusingEnglishlearnersinhospitalityindustry72VideoclipsDAY1GREETING重点难点howtoaddresspeoplethedifferentwaysofaddressingpeople:

Goodmorning,Nicetomeetyou,Welcometo...,CanIhelpyou?DAY1GREETINGLet'swatchavideoclip

DAY1GREETINGDAY1GREETING1.Sir,Madam,Miss,Ms,……Howdoyoudo?/Howareyou?2.Goodmorning，sir(madam)！3.Goodafternoon，ladiesandgentlemen！4.Goodevening，MissPrice！5.Howareyoutoday，Mr.Brown?6.I'mquitewell，thankyou.7.It'sgoodtoseeyouagainsir(madam).8.Nicetomeetyou，sir.9.AreyouMrs.Best?10.YoumustbeprofessorFord.11.MayIknowyourname，sir(madam)?12.Here'saletterforyou，Drwhite.13.You'rewantedonthephone，CaptainSmith.14.Welcometoourhotel，MissHenry.15.MayIbeofservicetoyou，Mr.Baker?16.CanIhelpyou,Ms.Blake?17.Wouldyoutaketheseat,younglady?18.Welcome，sir(madam)。19.Welcometoourhotel，sir(madam).20.Welcometoourwesternrestaurant.21.We'regladtohaveyouhere.22.I'malwaysatyourservice，sir(madam).DAY1GREETINGpracticemakesperfect:1.Ayoungladycomestothehotel,ifyouarethebellman,howwillyouaddressher?2.Amanisgettingofffromthetaxi,carringtwopiecesofluggage,ifyouarethebellman,howwillyouaddressher?DAY2OFFERINGHELP重点难点howtoofferhelpinapolitewaythedifferentwaysofofferinghelp:MayIhelpyou?CanIhelpyou?WhatcanIdoforyou?Wouldyoulikemeto...?Is

there

anything

else

I

can

do

for

you?If

you

need

anyhelp,

just

call

me

please.DAY2OFFERINGHELPLet'swatchavideoclip

DAY2OFFERINGHELPDAY2OFFERINGHELP1.MayIhelpyou?2.CanIhelpyou?3.WhatcanIdoforyou?4.If

you

need

anyhelp,

just

call

me

please.5.Is

there

anything

else

I

can

do

for

you?6.MayItakeyourordernow?7.MayItakeyourbagforyou?8.MayIhelpyouwithyoursuitcase?9.Wouldyoulikemetocallataxiforyou?10.Thankyouverymuch.11.Thanksforthetrouble.12.It'sverykindofyou.

13.No，thanks.DAY2OFFERINGHELPpracticemakesperfect:1.Ayoungladycomestoyouhurriedly,ifyouarethehousekeeper,whatwillyoudo?2.Mr.Chenlosthisbaginthelobby,ifyouarethebellman,whatwillyoudo?DAY3GIVINGDIRECTION重点难点howtogivedirectionthedifferentwaysofgivingdirectionhowtodescribe“上中下，前后，左右拐”

DAY3GIVINGDIRECTIONLet'swatchavideoclip

DAY3GIVINGDIRECTIONDAY3GIVINGDIRECTION1.Follow

me

please.2.Thisway,please.3.Please

go

straight

ahead.4.Please

turn

right

/

left.It

is

on

thesecond

floor.5.Itwillbeonyourrighthandside.6.Goupstairs(downstairs).7.Godowntothelobby.8.It'sinthebasementattheendofthecorridor.9.Letmeshowyou.DAY3GIVINGDIRECTIONpracticemakesperfect:1.Aguestwantstogotothetoiletinthelobby,howwillyougivedirecitons?2.Aguestfinishedcheckingin,hecan'tfindthelift,howwillyouhelphim?DAY4OFFERINGANSWER重点难点howtoofferanswerthedifferentwaysofofferinganswer:Certainly,

madam/sir.

Sorry,

I

am

not

sure.

If

you

...,

I’ll

try

to

...I’mafraid...May

I

suggest...?

163DAY4OFFERINGANSWERLet'swatchavideoclip

DAY4OFFERINGANSWERDAY4OFFERINGANSWER1.Here

is

/

are

your

keys./

Hereyouare.2.Certainly,

madam/sir.

I

will

get

it

right

away.3.Yes,

madam/sir.

I

will

take

care

of

it

at

once.4.Surely.5.Certainly，sir(madam).6.Yes，sir，(madam)7.That'strue，sir(madam)8.Verywell.9.Sorry,

I

am

not

sure.

If

you

wait

a

minute,

I'll

try

to

find

itout.10.I'm

afraid

it

is

against

hotel

regulation.11.I'm

sorry,

we

are

not

allowed

to

do

this.12.I'm

sorry,

I

m

afraid

we

don’t

have

(things

guests

want).13.Idon’tthinkso.14.Ofcoursenot.15.I'mafraidthat'snotagoodidea.16.May

I

suggest

you

contact

the

bank

in

the

localarea?DAY4OFFERINGANSWERpracticemakesperfect:1.Mr.Leedoesn'tknowhowtousethesafedepositbox,sohecomestoaskforhelpfromthehousekeeper,ifyouarethehousekeeper,whatanswerwillyougivetohim?2.XiaoMingcomestothehoteltobookadoubleroom,whichisfullybooked,whatwillyouanserhim?DAY5EXPRESSGRATITUDE重点难点howtoexpressgratitudethedifferentwaysofexpressinggratitude:Thank

you(for)...That’sallright.Don’tmentionit.(It’s)mypleasure.DAY5EXPRESSGRATITUDELet'swatchavideoclip

DAY5EXPRESSGRATITUDEDAY5EXPRESSGRATITUDE1.Thank

you.2.You

are

welcome.3.I'm

sorry.4.That's

all

right.5.Please.6.Welcome.7.Thankyouforbeingunderstanding.8.You'rewelcome.9.Notatall.10.That'sallright.11.Don'tmentionit.12.It'smypleasure.DAY5EXPRESSGRATITUDEpracticemakesperfect:1.Yourguestunderstandwhyhehadtowaitforanother10minutes,whatwouldyousaytohim?2.Jackcomestogiveyouthebookyouborrow,whatwouldyousaytohim?DAY6SAY“SORRY”重点难点howtosaysorrythedifferentwaysofsayingsorry:I’msorry(to...)，sir.Excusemefor...Ihopeyou’llforgiveme.DAY6SAY“SORRY”Let'swatchavideoclip

DAY6SAY“SORRY”DAY6SAY“SORRY”

1.I'msorry，sir(madam)。2.I'mverysorry.3.I'msorrytotroubleyou.4.I'msorrytohavetakensomuchofyourtime.5.I'msorrytohavekeptyouwaiting.6.Excusemeforinterruptingyou.7.Ihopeyou'llforgiveme.8.Itdoesn'tmatter.17.Please

take

your

time,

there's

no

hurry.9.It'snothing.10.Nevermind.11.That'snothing.12.Don'tbotheraboutthat.13.Don'tworryaboutit.14.Don'tapologize，Itwasmyfault.15.Just

a

moment,

please./Wait

a

minute,

please.I

will

be

with

you

in

a

moment.16.I

beg

your

pardon?DAY6SAY“SORRY”practicemakesperfect:1.Theguestisorderingthechickensoup,butthesoupissoldout,youarethewaiter,howwouldyousaytotheguest?2.Youcan'thelptheguest,whatwillyousaytotheguest?DAY7INTRODUCTION重点难点howtointroducesomebodythedifferentwaysofintroducingsomebodyintroducingonthephoneDAY7INTRODUCTIONLet'swatchavideoclip

DAY7INTRODUCTIONDAY7INTRODUCTION1.My

name

is.

Catherine.Please

let

me

know

if

there's

anything

I

can

do

for

you./Can

I

help

you?2.I'mCatherine，I'mfromGoldenLakeHotel，I'mheretomeetyou.3.MynameisCatherine，I'mthehousekeepingDepartmentwaiter.4.I'mthereceptionisthere，welcometoourhotel.5.Reservations，MayIhelpyou?6.Roomservice，MayIcomein?7.ThisisHenryAdamsspeaking.8.Good

morning/

Good

afternoon/

Good

evening,

(This

is(Name

of

your

department/

outlet).CatherineSpeaking.

May

I

help

you?9.Thank

you

for

calling.DAY7INTRODUCTIONpracticemakesperfect:1.introduceyourselftoyourguest2.Thephoneisringring,nowyoupickupthephone,whatwillyousay?DAY8SAYGOODBYE重点难点howtosaygoodbyethedifferentwaysofsayinggoodbye:Have

a

nice

day.Hopetoseeyouagain.Wishyouapleasantjourney.DAY8SAYGOODBYELet'swatchavideoclip

DAY8SAYGOODBYEDAY8SAYGOODBYE

1.Goodbye.2.Have

a

nice

day.3.Wish

you

happy

here.4.Hope

to

see

you

again

soon.5.Have

a

nice

trip.6.Good-byeandgoodluck.7.Hopeyou'llhaveanicetrip.8.Wishyouapleasantjourney.9.Happylanding.10.Bonvoyage.11.Hopetoseeyouagain.12.Goodnight.13.SeeyouTomorrow.DAY8SAYGOODBYE

practicemakesperfect:1.Yourfriendisleaving,whatwouldyousaytohim?2.Yourguestischeckingout,whatwouldyousaytohim?DAY9SETTLECOMPLAINTS重点难点howtosettlecomplainttheprocedureofsettlingcomplaint:listen,empathy,action,follow-upDAY9SETTLECOMPLAINTSLet'swatchavideoclip

DAY9SETTLECOMPLAINTSDAY9SETTLECOMPLAINTS1.MayIknowwhathappened?2.Thank

you

for

telling

us,

madam,

I'll

inform

my

manager

about

it.3.Please

accept

our

apology.

4.I'm

terribly

sorry,

madam.

There

could

have

been

some

mistakes.5.I'll

have

it

corrected

at

once.

6.I'll

look

into

the

matter

at

once.7.I'mafraidwecannotdothat.8.Thankyouforyourcomments(compliments,suggestions.)9.Iamsorry,Icannotguarantee,butI'lldomybest.10.We'lldealwithitrightaway.11.Weacceptyourterms(conditions).DAY9SETTLECOMPLAINTSpracticemakesperfect:Theguestwaitedfortheorderedmealfornealy20minutes,soheaskedthewaitertoexplainit.Ifyouarethewaiter,howwillyoudealwiththeproblem?DAY10EXPRESSBESTWISHES重点难点howtoexpressbestwishesthedifferentwaysofexpressingbestwishes:Congratulations!HappyNewYear!MerryChristmas!Wishyoueverysuccess!Haveagoodtrip!Haveaniceday!DAY10EXPRESSBESTWISHESLet'swatchavideoclip

DAY10EXPRESSBESTWISHESDAY10EXPRESSBESTWISHES1.Congratulations!2.HappyBirthday!3.HappyNewYear!4.MerryChristmas!5.Haveaniceholiday!6.Wishyoueverysuccess!7.Haveagoodtrip!8.Haveaniceday!DAY10EXPRESSBESTWISHESpracticemakesperfect:practicewhatyoulearnedtoyourfriend,yourguest...DAY11ROOMRESERVATIONDialogueILocalReservation重点难点howtodolocalreservationtheprocedureoflocalreservationterms:roomtype,wayofpayment,arrivaltime,signature,advancedepositDAY11ROOMRESERVATIONDialogueILocalReservationLet'swatchavideoclip

DAY11ROOMRESERVATIONDialogueILocalReservationDAY11ROOMRESERVATIONDialogueILocalReservationC:Goodmorning,RoomReservations,MayIhelpyou?G:Yes,I'dliketoreservearoom.C:Thankyou,sir.Forwhichdate?G:FromOct.26thto29th.C:Howmanyguestswilltherebeinyourparty?G:JustmywifeandI.C:Whichkindofroomwouldyouprefer,adoubleortwin?G:Double,please.C:Couldyouholdtheline,please?I'llcheckourroomavailabilityforthosedays…..Thankyouforyourwaiting,sir.Wehaveadoubleroomat¥500andat¥750.Whichwouldyouprefer?G:¥500,please.C:Certainly,sir.MayIhaveyourname,please?G:DavidLau.C:Mr.Lau,MayIhaveyourphonenumber,please?G:Ofcourse.020—28896327C:Thankyou,Mr.Lau.Whattimedoyouexpecttoarrive?G:Around6,Isuppose.C:I'dliketoconfirmyourreservation.AdoubleroomforMr.andMrs.Lauat¥500pernightfromOctober26thto29th.MynameisCatherineandwelookforwardtoservingyou.DAY11ROOMRESERVATIONDialogueILocalReservationpracticemakesperfect:JohnwouldliketoreserveadoubleroomfortwonightsfromDec.11to13inABChotelinGuangzhou,pleasemakeadialogue.DAY11ROOMRESERVATIONDialogueⅡReservationforOthers重点难点howtoreserveroomforotherstheprocedureof

reservingroomforothersDAY11ROOMRESERVATIONDialogueⅡReservationforOthersLet'swatchavideoclip

DAY11ROOMRESERVATIONDialogueⅡReservationforOthersDAY11ROOMRESERVATIONDialogueⅡReservationforOthersC:Goodmorning,roomreservations.MayIhelpyou?G:Yes,I'dliketoreservearoomformycolleague.C:Thankyou,sir.Whichdatewouldthatbe?G:Foroneweek.FromNovember1to7.C:Whichkindofroomwouldtheyprefer?G:Adouble.He'llbeaccompaniedbyhiswife.C:Couldyouholdtheline,please?I'llcheckourroomavailability…Thankyouforwaiting.I'mafraidwehavenodoublerooms,butwedohavesometwinroomsat¥260and¥420available.G:Theoneat¥420soundsfine.C:Certainly,sir.MayIknowthenameofyourcolleagueandhiswife,please?G:Mr.andMrs.VernonWilliams.C:Thankyou.MayIknowyournameandphonenumber,please?G:Yes,02032275849.IworkinP&GCorp..MynameisDanSmith.C:Weofferspecialratesforyourcompany,sir.Foratwinroomthereisa10%discount.Shallwechargethistoyourcolleaguedirectly?G:Tomycompany,please.C:Whichdepartmentshouldthebillbemadeoutto?G:theAccountingDepartment,please.C:Doyouknowtheirflightnumberandarrivaltime?G:Yes,it'sPanAmericanFlight#412.Hisflightarrivesat3p.m.,soheshouldbethereby6p.m.attheearliest.C:Thankyouverymuch.MynameisCatherine.Ifyouhaveanyfurtherenquiry,pleasedon'thesitatetocontactme.DAY11ROOMRESERVATIONDialogueⅡReservationforOtherspracticemakesperfect:pleasehelpKatetoreserveadoubleroomforonenightinABChotelinGuangzhou.DAY11ROOMRESERVATIONDialogueⅢDesiredRoombeingUnavailable重点难点howtoofferanotherroomforguestwhendesiredroomisnotavailablehowtoofferanotherchoiceinapolitewayDAY11ROOMRESERVATIONDialogueⅢDesiredRoombeingUnavailable

Let'swatchavideoclip

DAY11ROOMRESERVATIONDialogueⅢDesiredRoombeingUnavailableDAY11ROOMRESERVATIONDialogueⅢDesiredRoombeingUnavailableC:Whichkindofroomwouldyouprefer?G:Adoubleroom,please.C:

Couldyouholdtheline,please?I'llcheckourroomavailabilityforthosedays.Thankyouforyourwaiting.

I'mafraidwehavenodoubleroomsavailablebutwecanofferyouatwinroom.G:Isee.Howmuchwillthatbe?C:Wehaveatwinat250andat400，whichwouldyouprefer?G:I'lltaketheoneat250.C:Thankyou,sir.DAY11ROOMRESERVATIONDialogueⅢDesiredRoombeingUnavailablepracticemakesperfect:whatwillyoudoifyourguestcann'treservedtheroomhewants?pleasemakeashortdialogue.DAY11ROOMRESERVATIONDialogueⅣWhentheHotelisFullyBooked重点难点howtoofferanotherroomforguestwhendesiredroomisnotfullybookedhowtoofferanotherchoiceinapolitewayDAY11ROOMRESERVATIONDialogueⅣWhentheHotelisFullyBookedLet'swatchavideoclip

DAY11ROOMRESERVATIONDialogueⅣWhentheHotelisFullyBookedDAY11ROOMRESERVATIONDialogueⅣWhentheHotelisFullyBookedC:Goodmorning,roomreservations.MayIhelpyou?G:I'dliketoreservearoomforthenightofApril20thforonenight.C:Couldyouholdtheline,please?I'llcheckourroomavailabilityforthatday…Thankyouforwaiting,sir.I'mafraidourhotelisfullybookedonthatnight.Isitpossibleforyoutochangeyourreservationdate?G:No,that'simpossible.C:Wemighthavecancellations.Couldyoucallusagainclosertothedate?G:Sure,couldyouletmeknowassoonaspossibleifyoudohaveanycancellations?C:I'mverysorry,sir.I'mafraidweareunabletodothat.Wewouldappreciateitverymuchifyoucouldcallusinstead.G:Well,ifthat'sthecase…C:Sorry,sir.Thanksforyourunderstanding.DAY11ROOMRESERVATIONDialogueⅣWhentheHotelisFullyBookedpracticemakesperfect:Yourguestorderedaroominyourhotel,butyoufindthereisnoroomsheorderedatthemoment,whatwillyoudo?DAY11ROOMRESERVATIONDialogueⅤRequestsforRooms重点难点howtoofferanotherroomtheguestwantshowtooffertheroominapolitewayDAY11ROOMRESERVATIONDialogueⅤRequestsforRoomsLet'swatchavideoclip

DAY11ROOMRESERVATIONDialogueⅤRequestsforRoomsDAY11ROOMRESERVATIONDialogueⅤRequestsforRooms

DialogueⅤRequestsforRoomsC:Whichkindofroomwouldyoulike?G:I'dlikeroomswithaviewofPearlRiver,please.C:Isee,sir,anythingelse?G:Oh,yes,we'refamilyoffour.I'dpreferconnectingroomsifpossible.C:We'lldoourbesttobookyouintoconnectingrooms.Ifthisisnotpossible,wouldyoumindadjoiningrooms,instead?G:No,butwe'dreallypreferconnectingonesasthechildrenaresmall.C:Allright,sir.We'llarrangeitforyounow.G:Thankyou.C:Youarealwayswelcome.DAY11ROOMRESERVATIONDialogueⅤRequestsforRooms

practicemakesperfect:pleaselistoutalltheroomtypesandnametheminChineseDAY11ROOMRESERVATIONDialogueⅥConfirmationCall重点难点howtoconfirmtheorderhowtoconfirmtheorderinapoliteway:name,roomtype,time.DAY11ROOMRESERVATIONDialogueⅥConfirmationCallLet'swatchavideoclipDAY11ROOMRESERVATIONDialogueⅥConfirmationCallDAY11ROOMRESERVATIONDialogueⅥConfirmationCallC:Goodmorning,roomreservations.MayIhelpyou?G:Yes,I'dliketoconfirmareservation.C:Certainly,sir.MayIhaveyourname,please?G:Yes,GeorgeBrown.C:MayIhavethedateofyourreservation,please?G:April22nd,onenight.C:Couldyouholdtheline,please?I'llcheckourreservationrecord…Thankyouforwaiting,sir.Yourroomisconfirmedforthatday.Welookforwardtoservingyou.DAY11ROOMRESERVATIONDialogueⅥConfirmationCallpracticemakesperfect:pleaselistoutthemainprocedureofconfirmthereservation.DAY12RECEPTIONDialogueⅠCheck-inProcedure重点难点howtocheckinknowtheprocedureofcheckingin:name,roomtype,time,wayofpayment(advancedeposit)DAY12RECEPTIONDialogueⅠCheck-inProcedureLet'swatchavideoclipDAY12RECEPTIONDialogueⅠCheck-inProcedureDAY12RECEPTIONDialogueⅠCheck-inProcedureC:Goodmorning,WelcometotheHiltonHotel.MayIhelpyou?G:Yes,I'dliketocheckin,please.C:Certainly,sir.MayIhaveyourname,please?G:Yes,RobertZimmermanC:Doyouhavereservationwithus?G:Yes,fortonight.C:Justamoment,please.I'llcheckourreservationrecord…Thankyouforwaiting,sir.Yourreservationisforasingleroomforthreenights.Couldyoufillouttheregistrationcard,please?G:Sure.(Fillinthecard)C:MayIreconfirmyourdeparturedate?G:Yes,Ishouldbeleavingonthe5th.C:Howwouldyouliketomakepayment?G:ByAmericanExpressCard.C:MayItakeaprintofthecard,please?Thankyou,sir.Yourroomis#248onthe5thfloor.Justamoment,please.Abellmanwillshowyoutoyourroom.Ihopeyouwillenjoyyourstay.DAY12RECEPTIONDialogueⅠCheck-inProcedurepracticemakesperfect:pleaselistouttheprocedureofcheckin,thenmakeashortdialogueonthetopicofit.DAY12RECEPTIONDialogueⅡGroupCheck-in重点难点howtodogroupcheckinknowtoprocedureofgroupcheckinginDAY12RECEPTIONDialogueⅡGroupCheck-inLet'swatchavideoclipDAY12RECEPTIONDialogueⅡGroupCheck-inDAY12RECEPTIONDialogueⅡGroupCheck-in(TL=TourleaderC=Clerk)C:Goodafternoon.WhoistheTourLeader,please?TL:That'sme.C:Howdoyoudo?MynameisCatherineoftheFrontDesk.Welcometoourhotel.I'dliketoreconfirmthescheduleofyourstay.TL:Isee.C:Isthereanychangeinthenumberofyourgroup?TL:No.C:Yourcheck-outtimeisat8:00tomorrowmorning,.Hastherebeenanychangeinyourschedule?TL:Yes,we'dliketochangeourcheck-outtimeto8:30a.m..C:8:30a.m..Certainly,sir.Wewillarrangeamorningcallat7:30a.m..Willthatbefine?TL:That’sfine.C:Couldyouplaceyourbagsinfrontofyourroomdoorby8:00a.m.?Thebellmanwillpickthemup.Willtherebeanythingelse?TL:No.That'sall.C:Ifthereisanychange,CouldyounotifytheFrontDesk,please?Pleaseenjoyyourstay.DAY12RECEPTIONDialogueⅡGroupCheck-inpracticemakesperfect:couldyoutellthedifferenceofgroupcheck-inandindividualcheck-in?DAY12RECEPTION

DialogueⅢWhenReservationcan’tbeLocated重点难点whatshallwedowhenthereisnoreservationrecordhowtosuggestpeopleDAY12RECEPTION

DialogueⅢWhenReservationcan’tbeLocatedLet'swatchavideoclipDAY12RECEPTION

DialogueⅢWhenReservationcan’tbeLocatedDAY12RECEPTION

DialogueⅢWhenReservationcan’tbeLocated(Aftercheckingthereservationrecord)C:Thankyouforwaiting,sir.I'mafraidwehavenorecordofyourreservation.Wherewasitmade?G:That'sverystrange.Itwasmadeabouttwoweeksagothroughourtravelagentsathome,OrientTours,Pasadena,California.C:Justamoment,please.I'llcheckourreservationrecordagain…Thankyouforwaiting,sir.I'mafraidwehavenorecordofanyreservationmadebyOrientToursinyourname.Doyouhaveaconfirmationletter?G:No,wedon't.Weonlyhaveacopyofouritinerary.C:MayIseeit,please?…I'mafraidthiswon'tbeenough.G:Well,doyouhavearoomforus?C:I'mverysorry,sir,butourroomsarefullybookedforthenextweek.G:That'scrazy!Wherearewegoingtofindaroomatthisdayofday?C:ShallIfindanotherhotelforyou?G:Yes,pleasedoandmakeitquick!C:Certainly,sir.I'llbookyouintoahotelinthisarea.Justamoment,pleaseG:Thankyou.C:Youarewelcome,sir.DAY12RECEPTION

DialogueⅢWhenReservationcan’tbeLocatedpracticemakesperfect:pleaselistoutthephrasesandsentencesinthedialogue,andreadthemoutDAY13CONCIERGEDialogueⅠGreetingaGuestonArrival重点难点howtogreetguestswhentheyjustarriveatthehotelhowtogreetguestsinapoliteway.DAY13CONCIERGEDialogueⅠGreetingaGuestonArrivalLet'swatchavideoclipDAY13CONCIERGEDialogueⅠGreetingaGuestonArrivalDAY13CONCIERGEDialogueⅠGreetingaGuestonArrivalB:Goodmorning,sir.WelcometoParkHyatt.G:Thankyou.B:Howmanypiecesofluggagedoyouhave?G:Justthesetwo.B:onesuitcaseandonebag.Isthatright?G:Yes,that'sit.B:Isthereanythingvaluableorbreakableinyourbag?G:Yes,thereisabottleofwhisky.B:Couldyoucarrythisbag?I'mafraidthecontentsmightbreak.G:Sure,noproblem.B:Thisway,please.G:Thankyou.B:I'llshowyoutoyourroomwhenyoufinishcheckingin.G:OK,thanks.B:You’rewelcome.DAY13CONCIERGEDialogueⅠGreetingaGuestonArrivalpracticemakesperfect:Johnjustcameoutofthetaxi,youarethebellman,whatwillyoudo?pleasemakeashortdialogueofit.DAY13CONCIERGEDialogueⅡIntroducingtheFacilities重点难点howtointroducefacilitiesofthehotelhowtointroducethehotelinapoliteway.whattointroduce.DAY13CONCIERGEDialogueⅡIntroducingtheFacilitiesLet'swatchavideoclipDAY13CONCIERGEDialogueⅡIntroducingtheFacilitiesDAY13CONCIERGEDialogueⅡIntroducingtheFacilitiesB:Goodafternoon,Mr.andMrs.White.Iamthebellman.WandM:Goodafternoon.B:Verygladtohaveyouhere.Letmecarryyourluggage.Thisway,please.(Theyaregoingtotheelevatorentrance)B:IsityourfirsttriptoChina?M:Yes.WeheardalotaboutChina,andwe'llhaveagoodsightseeing.B:Ihopeyou'llenjoyyourstayhere.W:Thanks,wewill.Anyway,whynottellmesomethingaboutyourhotelservices?B:Certainly.Ourhotelisafive-starhotel.Thereareover400internationalstandardroomswhichareverycomfortable.Ifyouwanttohaveawalk,youcangotothegardenofthehotel.It'sveryrelaxingthere.M:Thatsoundsgreat.B:Also,thereisarecreationcenteronthefourthfloor,youcanplaybilliards,tabletennisandbowling.DAY13CONCIERGEDialogueⅡIntroducingtheFacilitiesM:WherecanIlistentosomemusic?B:Thereisamusicteahousewhereyoucanenjoybothclassicalmusicandmodernmusic.Youcanalsoenjoysaunaservicehereandrelaxwithsoftdrinksorsnacksthere.W:Howaboutotherservice?B:Alsoavailableareabeautysalon,abarbershop,asouvenirshop…W:Haveyougotanindoorswimmingpoolhere?B:Yes,it'sonthetopfloor.(Nowtheyareattheelevatorentrance.)Hereweare.Pleasetakethiselevatortothe65thfloor.I'lltakethebaggageelevatorandgetyourbaggageuptoyourroomatonce.WandM:Thankyouforyourinformation.Seeyouthen.B:Youarealwayswelcome.Seeyou,Mr.andMrs.White.DAY13CONCIERGEDialogueⅡIntroducingtheFacilitiespracticemakesperfect:choooseamapofahotel,thenintroduceittoyourfriendsDAY13CONCIERGEDialogueⅢBaggageDelivery重点难点howtodeliverbaggageforguestshowtodealwiththeproblemofnobaggagedeliveryDAY13CONCIERGEDialogueⅢBaggageDeliveryLet'swatchavideoclipDAY13CONCIERGEDialogueⅢBaggageDeliveryDAY13CONCIERGEDialogueⅢBaggageDeliveryR:Goodmorning,howmayIassistyou?G:Yes,I'vebeenwaitingformybaggagetobesentupforhalfanhour.What'sthematter?R:I'mterriblysorry,sir.MayIhaveyournameandroomnumber,please?G:Yes,it'sMr.White,Room808R:Wouldyoupleasegivemeyourluggagetag,please?G:Hereyouare.R:I'msorrytohavecausedyousomuchtrouble.Yourbaggagewillbedeliveredsoon,Thankyouforyourwaiting.G:Thankyou.DAY13CONCIERGEDialogueⅢBaggageDeliverypracticemakesperfect:John'sluggagedoesn'tcomeyet,sohemakesacalltothefrontdesk,nowyouhelphim.DAY13CONCIERGEDialogueⅣDepositingsomeItems重点难点howtodeposititemsthesentencepatternsofdepositingitems:Isthereanythingvaluableorbreakableinyourbag?DAY13CONCIERGEDialogueⅣDepositingsomeItemsLet'swatchavideoclipDAY13CONCIERGEDialogueⅣDepositingsomeItemsDAY13CONCIERGEDialogueⅣDepositingsomeItemsG:I'dliketoleavethiswithyou.B:Certainly,Sir.Isthereanythingvaluableorbreakableinyourbag?G:No.B:Thankyou.Hereisyourtag#22.G:Whendoesthecloakroomclose?B:Thiscloakroomisopen24hoursavailable.G:Isee.Thanksalot.B:You'rewelcome.DAY13CONCIERGEDialogueⅤLostandFound重点难点howtodealwiththeproblemofguest'slosinghisbagthesentencepatternsofdealingwithlosingbagDAY13CONCIERGEDialogueⅣDepositingsomeItemspracticemakesperfect:whatwillyouifyourguestcomestodeposithisluggage?DAY13CONCIERGEDialogueⅤLostandFoundLet'swatchavideoclipDAY13CONCIERGEDialogueⅤLostandFoundDAY13CONCIERGEDialogueⅤLostandFoundB:Goodafternoon,sir.CanIhelpyou?G:Yes,Ileftmybagwithyouthismorning,butI'velostthetagforit.B:Isee,sir.Doyourememberthetag'snumberorcolor?G:I'mafraidnot.Ithinkitwasblue,butI’mnotsure.B:Didyouleaveitatthiscloakroom,sir?G:Yes.B:Couldyoudescribethebag,please?G:Yes,It'sabluewhiteandred.B:Isthereanythinginthebag,sir?G:Let'ssee.Thereshouldbetwobooksandoneumbrella.Thelabelsays"St.Michael”B:Isyournamemarkedonthebag,sir?G:N