旅游英語課件chapter4

1、chapter fourenglish at the hotel大連理工大學(xué)電子音像出版社contentscheck-in and checkouthousekeeping servicefood and beverageexchange of foreign currencyconvention and exhibition service section 1 section 2 section 3 section 4 section 5section 1學(xué)會用英語與客人有效溝通，證實客人身 份及詢問有關(guān)旅途事宜熟練掌握與本話題相關(guān)的專業(yè)英語詞匯及常用句型表達(dá)練習(xí)用英語迎接客人學(xué)會英文歡迎詞

2、的規(guī)范寫作學(xué)會英語眾歡迎客人的禮儀study objectivessection 1 part two situational dialogue part three writing-skill part four exercises part five social etiquette part one background materialpart one background material question: how to help the tourists with check-in and check-out formalities? tips for reference if

3、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:sec 2sec 3sec 4sec 5sec 11. help the tourists check in and introduce them to the locations of the main facilities of the hotel 2. help the tour leader p

4、ut the room numbers on the luggage and have the luggage sent to the rooms as soon as possible.3. if the tourists have some problems, inform the floor attendant immediately and actively assist him in solving the problem.part one background materialsec 2sec 3sec 4sec 5sec 14. te1l the chef or the wait

5、ers 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. 6. remind the tourists to have their passports, plane (or train) tickets and customs declaration forms put in their carry-on

6、luggage and have a check. 7. tell the tourists when and where to collect the luggage, and check the number of pieces of luggage. part two situational dialoguea: a receptionist b: a tour guide c: a tourist d: a tour leader a: good afternoon! welcome to our hotel.b: good afternoon! id like to have two

7、 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. c

8、ould 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. sec 2sec 3sec 4sec 5sec 1dialogue onepart two situational dialoguec: is there a bath in the room

9、s? i feel like taking a bath right now.a: yes, every room is equipped with2 a bath, a telephone and an air- conditioner.c: thats 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 registratio

10、n 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!sec 2sec 3sec 4sec 5sec 1part two situational dialoguesec 2sec 3sec 4sec 5sec 1b: i guess you must be tired af

11、ter a long trip. if theres nothing else you want, i will be leaving. i will meet you at the lobby on the ground floor at seven oclock tomorrow morning for your breakfast. you can take a good rest tonight.d: i dont think there is anything else.4 you have been very considerate. thank you very much.b:

12、you are welcome. enjoy your stay. see you tomorrow.d: see you tomorrow.part two situational dialoguevocabularysec 2sec 3sec 4sec 5sec 1reservation ,rezvein n. (旅館房間、劇院座位等的) 預(yù)定receptionist risepnist n. 接待員suite swi:t n. (房間、器具等的)一套, 一 付, 一組passport p:sp:t n. 護(hù)照; 通行證; 執(zhí)照bellboy belbi n. （旅館、俱樂部等的）行李 服

13、務(wù)員；侍者registration ,redistrein n. 登記; 登記證; 登記人員的 數(shù)目; 注冊lobby lbi n. （劇院、旅館等的）門廊、 門廳 返回notes1 id like to相似的句型有“ i want”“ i prefer。 i want a double room我想要一個雙人間。 i prefer a quiet room 我想要一間安靜的客房。2. be equipped with 意思是“裝備、配備”。 the hotel is equipped with the chinese traditional furniture 飯店配有中國傳統(tǒng)式樣的家具。s

14、ec 2sec 3sec 4sec 5sec 13 fill in填寫 he was filling in the application form他正在填寫登記表。4 i dont think there is anything else 意思是我想沒有什么事情了。 不能說“i think there is not anything else。 part two situational dialoguea: a tour guide b: a tour leader c: a clerka: good morning everyone! we are going to check out t

15、his morning. is everybody here?b: yes.a: is everybodys luggage ready?b: yes, everything is all right.a: thank you for being so punctual.1 the 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 breakfas

16、t, please meet on the bus. we wil1 set off to the airport at 8: 30. the departure time of the flight is 10 oclock this morning. is this schedule all right? dialogue twosec 2sec 3sec 4sec 5sec 1part two situational dialogueb: yes, thank you. a: would you please come with me to check the luggage?b: ye

17、s, 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 n

18、ame is john smith.sec 2sec 3sec 4sec 5sec 1part two situational dialoguec: 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 p

19、ay?4b: id like to pay in cash.c: here is your receipt. we look forward to seeing you again.5b: thank you. good-bye. sec 2sec 3sec 4sec 5sec 1part two situational dialoguesec 2sec 3sec 4sec 5sec 1vocabularyreceipt risi:t n. 收條, 收據(jù)punctual pktjul adj. 準(zhǔn)時的, 嚴(yán)守時間的, 按期的departure dip:t n. 起程; (火車的)發(fā)車; (飛機(jī)

20、)起飛schedule skedjul n. 時間表, 課程表, 日程表; 火車時刻表total tutl adj. 總的, 總括的, 全體的, 全面發(fā)動的 notes返回1. be busy with/about/at/over sth. 意思是“忙于某事”。 he was busy with his design of the new building 他忙于新大樓的設(shè)計。2thank you for being so punctual 句中的“thank you for”表示“為而感謝某人”，介詞for后面接名詞或動 名詞。 thank you for your help 感謝你的幫助。

21、 thank you for telling me the good news 謝謝你告訴我這個好消息。sec 2sec 3sec 4sec 5sec 1notes返回3. bellboy相當(dāng)于bellman, 飯店侍者，旅館服務(wù)員，負(fù)責(zé)搬運客人的行李。4. check out 辦理離店手續(xù)5. how would you like to pay? 詢問付費方式，意思是“你要怎樣付賬?”6. we look forward to seeing you again 與客人告別時的祝福語，意思是“希望下次再見到你們”。 sec 2sec 3sec 4sec 5sec 1part two situa

22、tional dialogue1. i m from china international travel service. 我是中國國際旅行社的工作人員。2. we have booked two suites and ten single rooms for our tour group from the united states. 我們已經(jīng)為我們的美國旅游團(tuán)預(yù)訂了兩件套房和十間單人房。 3. we have to start early tomorrow morning because of the busy schedule, im afraid. 因為行程比較緊張，所以明天早晨我們

23、要早點出發(fā)。4. wed like to require a morning call at 7:00 tomorrow. 我們需要七點鐘的叫早服務(wù)。5. the breakfast is available from 6:30 at the buffet at the second floor. 早晨六點半在二樓的自助餐廳提供早餐。useful expressionsfor a tour guidesec 2sec 3sec 4sec 5sec 1part two situational dialogue6. i guess you must be tired after a long tr

24、ip. if theres nothing else you want, i will be leaving. 經(jīng)過長途旅行大家肯定都已經(jīng)有點勞累，如果沒有別的事情，我就先 回去了。7. i will meet you at the lobby on the ground floor at eight oclock tomorrow morning. 明天早晨八點鐘我在一樓大廳等你們。8. we are going to check out this morning. is everybody here? 今天早晨我們要結(jié)賬離店，人都到齊了嗎？9. would you please come

25、with me to check the luggage? 我們一起來檢查一下行李吧！10. can you go with me to the front desk to check out ? 你能和我一起到前臺結(jié)賬嗎？ useful expressionssec 2sec 3sec 4sec 5sec 1part two situational dialogue1. i reserve a standard suite three weeks ago. im 我是，我在三周前預(yù)定了一間標(biāo)準(zhǔn)套。2ive just arrived from hong kong. could you let

26、me have a room for tonight? 我剛從香港來，想知道現(xiàn)在有沒有空房？3ill take care of the registration form. 我來填寫入住登記表。4i should say i prefer to stay here. 我想說我更喜歡住在這家酒店。5. a friend of mine highly recommended you hotel to me. 我的一位朋友向我極力推薦你們飯店。 useful expressions for a touristsec 2sec 3sec 4sec 5sec 1part two situational

27、dialogue6. could i pay with travelers checks? 我能用旅行支票付款嗎？7is this where i can pay my hotel bills? 是在這結(jié)賬嗎？8my room number is and id like to check out now. 房間，現(xiàn)在就結(jié)帳。9is there a special rate for a group reservation? 團(tuán)體預(yù)定有優(yōu)惠嗎？10. what if there isnt any room then? 倘若到時候沒有空房怎么辦？useful expressionssec 2sec

28、3sec 4sec 5sec 1part three writing-skillhow to fill in a registration form tips for referencesec 2sec 3sec 4sec 5sec 1 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 vi

29、sa, 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 clients signature, the receptionist signature and the hotels duty-free declaration etc. part thre

30、e writing-skillsample 1(1)sec 2sec 3sec 4sec 5sec 1registration form of temporary residence 房號：room no.(請用正楷填寫 please use block letters)姓名surname name中文姓名name in chinese國籍、地區(qū)或籍貫 /region性別sex出生日期date of birth停留事由reason for stay職業(yè)/公司名稱profession/company國（境）外住址home address入住日期date of arrival退房日期date of

31、 departurenationality1part three writing-skillsample 1(2)sec 2sec 3sec 4sec 5sec 1請注意：please note：1.退房時間是中午12時check out time 12：00 noon2.收款處設(shè)有免費貴重物品保險箱 are available no charge at 3.訪客請在晚上11時前離開客房visitors are requested to leave guest rooms by 23:00 hrs4.結(jié)賬后請交回客房門鑰匙please return your room key to front

32、 office cashier counter upon check-out結(jié)算方式kindly indicate現(xiàn)金cash旅行社傳單voucher信用卡credit card客人簽名guest signature以下由服務(wù)員填寫 to be filled in by front office clerk護(hù)照或證件名稱：號碼證件種類：證件號碼：簽證有效期：簽證簽發(fā)機(jī)關(guān)：入境日期：入境口岸：接待單位：日租： 房號：值班職員簽名：safe deposit boxes2cashier counter4front office3 form of payment5part three writing-

33、skillsample 2(1)sec 2sec 3sec 4sec 5sec 1registration form of temporary residence for group 團(tuán)隊名稱：（全稱） 日期 年 月 日 至 月 日name of group date year mon day till mon day房號room no.姓名name in full性別sex出生年月日date of birth職業(yè)國籍nationality護(hù)照號碼passport no.profession of occupation6part three writing-skillsample 2(2)se

34、c 2sec 3sec 4sec 5sec 1何處來何處去where from and to留宿單位： 接待單位：注：“團(tuán)體人員住宿登記表”一式三份。一份給陪同或領(lǐng)隊，一份給財務(wù)部結(jié)賬，一份留給服務(wù)臺存檔。notes返回1. nationality 國籍2. safe deposit boxes 保險箱3. the front office 前臺4. the cashiers desk/ counter 收銀臺5. the form of the payment: in cash, with travelers checks and by credit card 支付方式：現(xiàn)金，旅行支票和信用

35、卡6. profession /occupation 職業(yè)sec 2sec 3sec 4sec 5sec 1part three writing-skill 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. writing practicesec 2s

36、ec 3sec 4sec 5sec 1part four exercises1. 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 mail

37、s 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

38、 real liking for people and a warm desire to help them.sec 2sec 3sec 4sec 5sec 1part four exercises2. fill in the blanks according to the context. a: a reservationist b: a clienta: reservations! can i (1) ?b: yes, id like to book a room for my friend, gary smith.a: what kind of room (2) ?b: a double

39、 room with bath. (3) is it ?a: its 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: thats right, thank you.a: thank you. goodbye. sec 2sec 3sec 4sec 5sec

40、1help you_would you like_how much_how long_arrive_breakfast_double_bath_part four exercises3. 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 sh

41、ould always satisfy its guests. the more the guests satisfy, the more successful the hotel will be. sec 2sec 3sec 4sec 5sec 1part four exercisessec 2sec 3sec 4sec 5sec 1 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 t

42、o 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 staffs efficiency and personality are of great importance to the realization of the hotels aim. the most important of all the qualities is a real

43、 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. part four exercises(1) a hotel that satisfies its guests is likely to be successful.(2) the front office is usually located near the main e

44、ntrance 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

45、 the guests have contact with. t（ ）t（ ）f（ ）f（ ）f（ ）sec 2sec 3sec 4sec 5sec 1part four exercises4. role play. its 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 its far too much. so the cashier have to get the manager.sec 2sec 3

46、sec 4sec 5sec 1part four exercises5. translation(1) 每個房間都帶有浴室、電話和空調(diào)。(2) 這是你們房間的鑰匙，你們的房間在305，服務(wù)員會把你們帶到你 們的房間的。(3) 這個酒店是仿古建筑，并且里面配備了中國傳統(tǒng)特色家具。every room is equipped with a bath, a te1ephone and an air-conditioner. _sec 2sec 3sec 4sec 5sec 1here are the keys to your room, your room number is 305. the be

47、llman wi1l take you to your room. _the hotel is an inlitatiot1 of ancient architecture, and it is equipped with the chinese traditional furniture._part four exercises(4) 各位，請注意：我們明天早上七點半準(zhǔn)備辦理離店手續(xù)，請大家在 早餐之前將行李都準(zhǔn)備好并放在門外。(5) 王太太，您的房間不僅通風(fēng)好，而且看得到整個湖面的風(fēng)景。(6) 請問是在這里結(jié)賬嗎？ sec 2sec 3sec 4sec 5sec 1attention pl

48、ease. 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? _part five soci

49、al etiquette apparently the commendation is to praise a persons 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 relatio

50、nships. 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.etiquette of compliment sec 2sec 3sec 4sec

51、 5sec 1transactionpart five social etiquettesec 2sec 3sec 4sec 5sec 1 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 peoples compliment, bu

52、t 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. were so proud of you. 4. im very pleased with your work. 5. this is really a nice place. transactionpart five social etiquettesec 2sec 3

53、sec 4sec 5sec 16. youre looking sharp!7. you always know the right thing to say. 8. youre very eloquent.9. nice going! 10. everything tastes great. 11. your son/daughter is so cute. 12. youre very professional. 13. youve got a great personality. 14. youre so smart. 15.you have a good sense of humor.

54、16.you have a good taste. 17.your chinese is really surprising. 18.you have a very successful business. transaction返回notes 表面上看，稱贊是對一個人的優(yōu)秀品質(zhì)、杰出的能力、出色的工作、儀表、衣飾以及個人良好素質(zhì)或美好器物的贊許和褒獎。實際上它對維系和促進(jìn)人際關(guān)系具有重要意義。人們或多或少有一種愛聽贊揚話的心理傾向。恰當(dāng)?shù)姆Q贊話會博得對方的好感，會使交際活動順利進(jìn)行，會使人際關(guān)系和諧融洽。 由于受特定文化的影響，稱贊在功能、方式、對象和制約因素等方面又出現(xiàn)很大的差異。與中國人

55、相比，英美等西方國家的人們更看重稱贊的作用，樂意聽到別人的恭維話，同時也樂意贊揚別人。以下句型在稱贊別人時很管用：1. 你今天看上去很棒。 2. 你干得非常好。 3. 我們十分為你驕傲。4. 我對你的工作非常滿意。5. 這真是個好地方！ 6. 你看上去真精神/真棒/真漂亮。7. 你總是說話得體 8. 你的口才很好9. 干得好！ 10. 每樣?xùn)|西都很美味！11. 你的孩子很可愛 12. 你非常專業(yè)。13. 你的個性很好。 14. 你非常聰明。15. 你真幽默。 16. 你很有品位。17. 你的中文令人驚訝。 18. 你的事業(yè)很成功。 sec 2sec 3sec 4sec 5sec 1稱贊習(xí)俗稱贊

56、習(xí)俗section 2練習(xí)用英語向客人介紹客房的設(shè)施設(shè)備以及練習(xí)用英語向客人介紹客房的設(shè)施設(shè)備以及 如何使用如何使用熟練掌握與本話題相關(guān)的專業(yè)英語詞匯及常用句型表達(dá)。熟練掌握與本話題相關(guān)的專業(yè)英語詞匯及常用句型表達(dá)。學(xué)會用英語與客人有效溝通，讓客人在住店期間住得舒學(xué)會用英語與客人有效溝通，讓客人在住店期間住得舒 適、愉快適、愉快學(xué)會英文填寫客房預(yù)訂單和預(yù)訂確認(rèn)書學(xué)會英文填寫客房預(yù)訂單和預(yù)訂確認(rèn)書學(xué)習(xí)英語中接受和拒絕邀請的規(guī)范學(xué)習(xí)英語中接受和拒絕邀請的規(guī)范study objectivessection 2 part two situational dialogue part three writ

57、ing-skill part four exercises part five social etiquette part one background materialpart one background materialquestion: why the housekeeping department is so important? the housekeeping department is the backbone of a hotel. in a sense, it is possible to say that a clean and attractive guest room

58、 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

59、 work closely with the front office. sec 2sec 3sec 4sec 5sec 1tips for referencepart 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,

60、 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. sec 2sec 3sec 4sec 5sec 1part two situational dialoguea