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Chapter Four English at the Hotel

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  1. Chapter FourEnglish at the Hotel 大连理工大学电子音像出版社 www.dutpgz.cn

  2. Contents Check-in and Checkout • Section 1 Housekeeping Service • Section 2 Food and Beverage • Section 3 Exchange of Foreign Currency • Section 4 Convention and Exhibition Service • Section 5

  3. Section 1 • 学会用英语与客人有效沟通,证实客人身 份及询问有关旅途事宜 • 熟练掌握与本话题相关的专业英语词汇及常用句型表达 • 练习用英语迎接客人 • 学会英文欢迎词的规范写作 • 学会英语众欢迎客人的礼仪 Study Objectives

  4. Part Two Situational Dialogue • Part One Background Material • Part Three Writing-skill • Part Four Exercises • Part Five Social Etiquette Section 1

  5. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part One Background Material Question: How to help the tourists with check-in and check-out formalities? Tips for reference If you are a tour guide who is helping your tourists to pass through checking-in or checking out formalities at hotel, here are the guidelines for you: • 1. Help the tourists check in and introduce them to the locations of the • main facilities of the hotel • Help the tour leader put the room numbers on the luggage and • have the luggage sent to the rooms as soon as possible. • If the tourists have some problems, inform the floor attendant • immediately and actively assist him in solving the problem.

  6. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part One Background Material • 4. Te1l the chef or the waiters of the restaurant how many people are • in the group, who will be having the meal and any special • requirements. • 5. Make the tourists aware of the need to settle their bills. • Remind the tourists to have their passports, plane (or train) tickets • and customs declaration forms put in their carry-on luggage and • have a check. • 7. Tell the tourists when and where to collect the luggage, and check • the number of pieces of luggage.

  7. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Two Situational Dialogue Dialogue One A: a receptionist B: a tour guide C: a tourist D: a tour leader A: Good afternoon! Welcome to our hotel. B: Good afternoon! I’d like to have two suites and ten single rooms1, please. A: Have you made a reservation? B: Yes. We have booked them for our tour group from the United States. I' m Wang Hai. I' m from China International Travel Service. A: Oh, I, m sorry. There is no reservation from your service. B: I' m sure we have made a reservation. Could you check again a reservation for Friday for the tour group from the United States? A: All right. Let me check again. Ah, yes, two suites and ten single rooms from China International Travel Service.

  8. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Two Situational Dialogue C: Is there a bath in the rooms? I feel like taking a bath right now. A: Yes, every room is equipped with2a bath, a telephone and an air- conditioner. C: That's good! A: Can I see your passports, please? D: Yes, these are our passports. A: Thank you. Here are your passports. Please fill in3 these registration forms. D: The registration forms are finished. Shall we have our keys to the rooms? A: Of course. Here are the keys to your rooms. Your rooms are on the third floor. The bellboy wil1 take you to your rooms. D: Thanks!

  9. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Two Situational Dialogue B: I guess you must be tired after a long trip. If there's nothing else you want, I will be leaving. I will meet you at the lobby on the ground floor at seven o'clock tomorrow morning for your breakfast. You can take a good rest tonight. D: I don’t think there is anything else.4You have been very considerate. Thank you very much. B: You are welcome. Enjoy your stay. See you tomorrow. D: See you tomorrow.

  10. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Two situational Dialogue Vocabulary reservation[ ,rezə'veiʃən ] n. (旅馆房间、剧院座位等的) 预定 receptionist [ ri’sepʃənist] n.. 接待员 suite [swi:t ] n. (房间、器具等的)一套, 一 付, 一组 passport [‘pɑ:spɔ:t ] n. 护照; 通行证; 执照 bellboy [‘belbɔi ]n. (旅馆、俱乐部等的)行李 服务员;侍者 registration [,redʒis‘treiʃən ] n. 登记; 登记证; 登记人员的 数目; 注册 lobby [‘lɔbi ] n. (剧院、旅馆等的)门廊、 门厅

  11. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Two Situational Dialogue Dialogue Two A: a tour guide B: a tour leader C: a clerk A: Good morning everyone! We are going to check out this morning. Is everybody here? B: Yes. A: Is everybody’s luggage ready? B: Yes, everything is all right. A: Thank you for being so punctual.1The bellboy2 will take your luggage to the bus. Ten minutes later, please meet at the dining-hall. Breakfast is to be served at 7:40. After you have your breakfast, please meet on the bus. We wil1 set off to the airport at 8: 30. The departure time of the flight is 10 o'clock this morning. Is this schedule all right?

  12. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Two Situational Dialogue B: Yes, thank you. A: Would you please come with me to check the luggage? B: Yes, of course. A: There are altogether l6 pieces of luggage. B: Yes. That is l6. A: Are they all locked? B: Yes, they are. Now, can you go with me to the front desk to check out ? A: Sure. (At the front desk) C: Good morning, sir. Do you want to check out3? B: Yes, our rooms are 501, 502, 503, 504, and my name is John Smith.

  13. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Two Situational Dialogue C: Here is your bi1l. Two nights at 300 yuan each and here are the meals that you had at the hotel including the breakfast this morning. That makes total of 4,500 yuan. Is that right? B: Yes, I think so. C: How would you like to pay?4 B: I’d like to pay in cash. C: Here is your receipt. We look forward to seeing you again.5 B: Thank you. Good-bye.

  14. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Two Situational Dialogue Vocabulary receipt [ ri'si:t ] n. 收条, 收据 punctual [ 'pʌŋktjuəl ] adj. 准时的, 严守时间的, 按期的 departure[ di'pɑ:tʃə ] n. 起程; (火车的)发车; (飞机)起飞 schedule[ ‘skedʒjul ]n. 时间表, 课程表, 日程表; 火车时刻表 total [ ‘təutl ] adj. 总的, 总括的, 全体的, 全面发动的

  15. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Two Situational Dialogue Useful Expressions For a tour guide • 1. I' m from China International Travel Service. • 我是中国国际旅行社的工作人员。 • We have booked two suites and ten single rooms for our tour group • from the United States. • 我们已经为我们的美国旅游团预订了两件套房和十间单人房。 • 3. We have to start early tomorrow morning because of the busy • schedule, I’m afraid. • 因为行程比较紧张,所以明天早晨我们要早点出发。 • 4. We’d like to require a morning call at 7:00 tomorrow. • 我们需要七点钟的叫早服务。 • 5. The breakfast is available from 6:30 at the buffet at the second floor. • 早晨六点半在二楼的自助餐厅提供早餐。

  16. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Two Situational Dialogue Useful Expressions 6. I guess you must be tired after a long trip. If there’s nothing else you want, I will be leaving. 经过长途旅行大家肯定都已经有点劳累,如果没有别的事情,我就先 回去了。 7. I will meet you at the lobby on the ground floor at eight o'clock tomorrow morning. 明天早晨八点钟我在一楼大厅等你们。 8. We are going to check out this morning. Is everybody here? 今天早晨我们要结账离店,人都到齐了吗? 9. Would you please come with me to check the luggage? 我们一起来检查一下行李吧! 10. Can you go with me to the front desk to check out ? 你能和我一起到前台结账吗?

  17. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Two Situational Dialogue Useful Expressions For a tourist 1. I reserve a standard suite three weeks ago. I’m … 我是…,我在三周前预定了一间标准套。 2.I’ve just arrived from Hong Kong. Could you let me have a room for tonight? 我刚从香港来,想知道现在有没有空房? 3.I’ll take care of the registration form. 我来填写入住登记表。 4.I should say I prefer to stay here. 我想说我更喜欢住在这家酒店。 5. A friend of mine highly recommended you hotel to me. 我的一位朋友向我极力推荐你们饭店。

  18. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Two Situational Dialogue Useful Expressions 6. Could I pay with traveler’s checks? 我能用旅行支票付款吗? 7.Is this where I can pay my hotel bills? 是在这结账吗? 8.My room number is … and I’d like to check out now. …房间,现在就结帐。 9.Is there a special rate for a group reservation? 团体预定有优惠吗? 10. What if there isn’t any room then? 倘若到时候没有空房怎么办?

  19. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Three Writing-skill How to Fill in a Registration Form Tips for reference Generally speaking, a registration form for a foreigner client should include the following items, such as nationality, full name, date of birth, sex, passport number and type of visa, reason and duration for stay, entry time and place, reception unit; More over, it also should cover the details as to the room number, rate, arrival and departure time, form of payment, address, the client’s signature, the receptionist’ signature and the hotel’s duty-free declaration etc.

  20. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Three Writing-skill Sample 1(1) Registration Form of Temporary Residence 房号:Room NO. (请用正楷填写 Please use block letters) Nationality1

  21. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Three Writing-skill Sample 1(2) form of payment5 front office3 Safe deposit boxes2 cashier counter4

  22. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Three Writing-skill Sample 2(1) Registration Form of Temporary Residence for Group 团队名称:(全称) 日期 年 月 日 至 月 日 Name of group Date Year Mon Day Till Mon Day Profession of occupation6

  23. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Three Writing-skill Sample 2(2) 留宿单位: 接待单位: 注:“团体人员住宿登记表”一式三份。一份给陪同或领队,一份给财务部结账,一份留给服务台存档。

  24. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Three Writing-skill Writing Practice Please fill in a registration form at hotel on the following basis: The number of the tourists is 13, the arrival & departure dates is from May 24th to 28th, the price is 198 RMB yuan per night.

  25. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Four Exercises • Reading aloud until you can say it from memory, then translate it into Chinese. The Front Office staff seem to do all the things-receive reservations, register guests, assign rooms, distribute baggage, store guests’ valuables, provide information, deliver mails and messages, exchange foreign currencies, check room occupancies, check guests out and so on. In order to fulfill these tasks, the staff must have a neat and smart appearance, good manners, adaptability, a knowledge of languages and a head for figures. The most important of all the qualities is a real liking for people and a warm desire to help them.

  26. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Four Exercises • Fill in the blanks according to the context. A: a reservationist B: a client A: Reservations! Can I (1) ? B: Yes, I’d like to book a room for my friend, Gary Smith. A: What kind of room (2) ? B: A double room with bath. (3) is it ? A: It’s 180 yuan. (4) will he be staying ? B: Ten days. A: When will he (5) ? B: On the 18th. A: Would you like (6) ? B: No, thanks. A: A (7) room with (8) without breakfast from the 18th and for ten days . B: That’s right, thank you. A: Thank you. Goodbye. _________ help you _____________ would you like ____________ How much ____________ How long ____________ arrive ____________ breakfast _________ double ________ bath

  27. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Four Exercises • Read the following passage and decide whether they are true (T) or false (F). The aim of the hotel is to create a home away from home for all the traveling guests who need rest, food and drink. The hotel should always satisfy its guests. The more the guests satisfy, the more successful the hotel will be.

  28. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Four Exercises The front office of a hotel is not only its shop window, but also its nerve center. It is usually located near the main entrance to the hall. So the front office staff must have neat and smart appearances, good manners, a knowledge of languages and a head of figures. The Front Office staff’s efficiency and personality are of great importance to the realization of the hotel’s aim. The most important of all the qualities is a real liking for people and a warm desire to help them. When an overbooking occurs, the front office staff should find a room in another establishment for the guest.

  29. SEC 1 SEC 4 SEC 3 SEC 2 SEC 5 Part Four Exercises T ( ) (1) A hotel that satisfies its guests is likely to be successful. (2) The Front Office is usually located near the main entrance to the hall. (3) When an overbooking occurs, the hotel does not need to find a room in another establishment for the guest. (4) Telephone service is free in all hotels. (5) For many guests the Front Office employees represent the hotel because they are the only members of the staff with whom the guests have contact with. T ( ) F ( ) F ( ) ( ) F

  30. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Four Exercises • Role Play. • It's 10:00 in the morning. Edward Smith is in Room 303 and wants to check out. When he sees the bill, he refuses to pay, for it's far too much. So the cashier have to get the manager.

  31. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Four Exercises • Translation • 每个房间都带有浴室、电话和空调。 • (2) 这是你们房间的钥匙,你们的房间在305,服务员会把你们带到你 • 们的房间的。 • (3) 这个酒店是仿古建筑,并且里面配备了中国传统特色家具。 __________________________________________________________________________________________________________ Every room is equipped with a bath, a te1ephone and an air-conditioner. Here are the keys to your room, your room number is 305. The bellman wi1l take you to your room. __________________________________________________________________________________________________________ The hotel is an inlitatiot1 of ancient architecture, and it is equipped with the Chinese traditional furniture. __________________________________________________________________________________________________________

  32. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Four Exercises (4) 各位,请注意:我们明天早上七点半准备办理离店手续,请大家在 早餐之前将行李都准备好并放在门外。 (5) 王太太,您的房间不仅通风好,而且看得到整个湖面的风景。 (6) 请问是在这里结账吗? Attention please. We will check out at 7: 30 tomorrow morning. Please get your checked luggage ready and put them outside the door before having breakfast. _______________________________________________________________________________________________________________________________________________________________ __________________________________________________________________________________________________________ Mrs. Wang, your room is not only airy, but also commanding the view of the whole lake. _____________________________________________________ Excuse me, is there where I can pay my hotel bills?

  33. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Five Social Etiquette Etiquette of compliment Apparently the commendation is to praise a person's superior quality, the outstanding ability, the splendid work, the appearance, the clothing and personal adornments as well as good personal qualities. In fact, it is an important meaning to preserve and promote the interpersonal relationships. The people have a kind of mental disposition to listen to the praise words more or less. Appropriate praise will win the goodwill of the other side, carry on the human relations activity smoothly, will make the interpersonal relationships harmonious. Transaction

  34. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Five Social Etiquette There are many big differences between function, way, object and restriction factor and so on. Compared with Chinese, the western people pay more attention to the praising, and are willing to listen to other people's compliment, but also glad to praise others. The following expressions can do the job while presenting compliments to the others: 1. You look great today.2.  You did a good job.  3. We’re so proud of you. 4. I’m very pleased with your work. 5. This is really a nice place. Transaction

  35. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Five Social Etiquette • 6. You’re looking sharp! • 7. You always know the right thing to say. 8. You’re very eloquent. • Nice going!  • 10. Everything tastes great. 11. Your son/daughter is so cute. 12. You’re very professional. • 13. You’ve got a great personality. 14. You’re so smart. • 15.You have a good sense of humor. • 16.You have a good taste. 17.Your Chinese is really surprising. • 18.You have a very successful business. Transaction

  36. Section 2 • 练习用英语向客人介绍客房的设施设备以及 如何使用 • 熟练掌握与本话题相关的专业英语词汇及常用句型表达。 • 学会用英语与客人有效沟通,让客人在住店期间住得舒 适、愉快 • 学会英文填写客房预订单和预订确认书 • 学习英语中接受和拒绝邀请的规范 Study Objectives

  37. Part Two Situational Dialogue • Part One Background Material • Part Three Writing-skill • Part Four Exercises • Part Five Social Etiquette Section 2

  38. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part One Background Material Question: Why the Housekeeping Department is so important? Tips for reference The Housekeeping Department is the backbone' of a hotel. In a sense, it is possible to say that a clean and attractive guest room is one of the products that the hotel sells. The main duty of the Housekeeping Department staff is to see to the cleanliness and good order of all rooms and public areas in the hotel. The laundry and valet service and many personal services are also parts of their jobs. And they must coordinate the work closely with the Front Office.

  39. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part One Background Material It should be noted that the most important characteristic in the Housekeeping staff is the willingness to serve and please the guests. The Housekeeping staff, such as chamber maids, housemen, linen--room attendants, supervisors and housekeepers, can do a great deal to assure a high business repeat rate and a high occupancy rate, not only through the efficiency in their jobs but also through their heart--felt warmth in serving the guests.

  40. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Two Situational Dialogue Dialogue One A: Mr. Black B: Mrs. Black C: a floor attendant C: (Graciously) Mr. and Mrs. Black, here is the light' switch, the temperature adjuster, the wardrobe and the mini--bar. Here's our hotel's Service Information Booklet. It gives you an idea about our services and faci1ities. B: Wonderful! Thank you. C: The pane1 on the night stand controls the different devices in the room. That door leads to the bathroom, and there's a laundry bag in the wardrobe1. The hot water supply is round the clock.2And there're two sockets in the bathroom, for ll0V and 220V respectively. The voltage here is much higher than that in the States.

  41. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Two Situational Dialogue Oh, I can use my electric shaver. And l feel like taking a bath to freshen up after the transocean flight3. Is there anything I can do before I leave the room? You've made us feel very welcome. By the way, is the tap water drinkable? Oh, Mr. and Mrs. Black please don't drink the tap water. There is boiled drinking in the thermos bottle and cold drinking water in the carafe. If you need anything, please dial 8 or press the button over there. Thank you very much. You're always welcome. I hope you will enjoy your stay with us. A: C: B: C: A: C:

  42. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Two situational Dialogue Vocabulary(1) precede [ pri(:)'si:d ]vt.(时间, 位置, 次序)在...之先, 领先于 shortly [ 'ʃɔ:tli ]adv.立刻, 马上, 不久 amenity [ ə'mi:niti ]n.使人愉快的环境, 事物 adjuster[ ə'dʒʌstə(r) ]n.调节器 gracious [ 'greiʃəs ]adj. 亲切的, 客气的 switch [ switʃ ]n. 开关, 电闸

  43. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Two Situational Dialogue Dialogue Two A: Mrs. Black B: a maid B: Turn-down service.1May l come in? A: Yes, please. B: Good 'evening, madam and sir. May I do the turn--down service for you now? A: Oh, not now. We are expecting some friends. Would you do it later? B: Of course, madam, but it is nine o'clock now, and l go off at ten o'clock. Would it be convenient if I return at nine thirty? A: I don't think so. Perhaps our friends' wil1 stay here for some time. We haven’t met for a long time. We'll have a lot to talk about. Could you arrange someone to come and do the turn--down at about eleven o'clock?

  44. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Two Situational Dialogue B: A: B: A: It’s all right. You just put a "Do not disturb" sign2on the doorknob. When your friends leave, you just turn the sign over to "Please clean", and the one on the night shift will come and do the cleaning. Thank you very much. Well, would you tidy up a bit in the bathroom3? My husband has just taken a bath and it is quite a mess inside4. Besides, please bring us a bottle of boiled water. We'd like to treat our friends with typical Chinese tea. Yes, madam. I'll bring in some clean towels together with the drinking water. Thank you.

  45. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Two Situational Dialogue (Having done all on request) It's getting dark, would you like me to draw the curtains for you, madam? Oh, I can do that myself, thank you just the same. You're a smart girl. You are welcome. Good-bye, madam and sir. Do have a pleasant evening.5 B: A: B:

  46. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Two Situational Dialogue Vocabulary disturb [ dis‘tə:b ]vt. 打扰; 扰乱 doorknob [ ‘dɔ:nɔb ]n. 球形门拉手,球形门把手 mess [ mes ]n. 混乱, 肮脏, 污秽 typical[ ‘tipikəl ] adj. 典型的, 模范的, 成为标本的 towel[ 'tauəl, taul ]n. 毛巾,手巾;纸巾

  47. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Two Situational Dialogue Useful Expressions For a housekeeping server • Welcome to the ninth floor. I’m the floor attendant. Just let me know if • there is anything I can do for you. • 欢迎光临我们九楼。我是楼层服务员。如有什么事情要我做,请随时吩咐。 • 2. Here is the light' switch, the temperature adjuster, the wardrobe and • the mini-bar. • 这是电灯开关、温度调节器、衣柜和小冰箱。这是饮用水。 • 3. Here's our hotel's Service Information Booklet. It gives you an idea • about our services and faci1ities. • 这是我们饭店的服务指南,它将告诉您有关我们饭店的服务及设施情况。

  48. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Two Situational Dialogue Useful Expressions 4. The pane1 on the night stand controls the different devices in the room. 床头柜上的控制板控制着房间里的各种电器装置。 5. That door leads to the bathroom, and there's a laundry bag in the wardrobe. 这扇门通浴室,衣柜里有一个洗衣袋。 6. The hot water supply is round the clock. 热水供应24小时不断。 7. There're two sockets in the bathroom, for ll0V and 220V respectively. The voltage here is much higher than that in the States. 浴室里有两个插座,一个是220伏的,另一个是110伏的。中国的电压比美国 高。

  49. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Two Situational Dialogue Useful Expressions 8. May I do the turn-down service for you now? 现在可以为你们收拾房间了吗? 9. It's getting dark, would you like me to draw the curtains for you, madam? 天暗下来了,要不要我把窗帘拉上? 10. Is there anything else I can do for you? 还有什么事情要我做吗?

  50. SEC 2 SEC 3 SEC 4 SEC 5 SEC 1 Part Two Situational Dialogue Useful Expressions For a tourist 1.Where is Room 608? 请问608房间在哪儿? 2.When will our baggage arrive ? 我们的行李什么时候到? 3. I feel like taking a bath to freshen up after the transocean flight. 跨海飞行后我想洗个澡舒服一下. 4. By the way, is the tap water drinkable? 顺便问一下,这里的自来水能喝吗? 5.Our room hasn’t made up yet. 我们的房间还没有打扫。