《酒店英語》實(shí)驗(yàn)課程指導(dǎo)書

《酒店英語》實(shí)驗(yàn)課程指導(dǎo)書實(shí)驗(yàn)項目一

RoomReservations

預(yù)定客房

（6學(xué)時）一、實(shí)驗(yàn)?zāi)康牧私馇皬d服務(wù)重要性和作用。掌握預(yù)訂服務(wù)在酒店經(jīng)營中的重要性和作用。了解和掌握預(yù)定服務(wù)的來源（公司客戶、團(tuán)體客戶、休閑客戶和散客）、預(yù)定類型（臨時性、確定性和保證性預(yù)定）的相關(guān)常用英語表達(dá)和慣用語。明確自己的工作職責(zé)，掌握客房類型的相關(guān)術(shù)語和表達(dá)。二、實(shí)驗(yàn)原理或方法、手段講授、任務(wù)型教學(xué)三、主要儀器設(shè)備及耗材前廳服務(wù)工作臺、電腦、電話、模擬訓(xùn)練相關(guān)資料等。四、學(xué)生課前準(zhǔn)備事項1、對前廳服務(wù)過程做基本的了解。2、了解和掌握預(yù)定服務(wù)的相關(guān)常用英語表達(dá)和慣用語。五、實(shí)驗(yàn)內(nèi)容及步驟Room

Reservation

預(yù)定客房1、掌握電話預(yù)定、團(tuán)體預(yù)定、門市預(yù)定和散客預(yù)定、取消或修訂

預(yù)訂等電話服務(wù)用語，熟悉預(yù)訂服務(wù)特有的詞匯和表達(dá)法，掌

握客房類型的相關(guān)術(shù)語和表達(dá)。2、呈現(xiàn)相關(guān)的詞匯和表達(dá)法，由學(xué)生分別進(jìn)行角色扮演。

1.

AGroupReservationScene

1:Supposeyouareatourguide,you

arecallingtotheGreatWallHotelin

Hangzhou

tomakeagroupreservationfortheguestsfromTheUnitedStates.Tips:

1.

Yourgrouphas30peopleandyouwanttoreserve15twin-bedroomswithabath

2.

ThetimeisAugst20to24

3.YouneedtohaveameetingontheafternoonofAugust23,from3:00p.m.to5:00p.m.

2.

AnFitReservationScene

2:

Supposeyouare

Mrs.

Houston

,youwillmakeareservation

inahotel

byphone.

Youare

callingtotheShanghaiInternationalHoteltomakearoomreservation

fromOctober16th

to20th.

Thereceptionist

answersyourphoneandhelpsyoureserve.

Tips:

1.Youneedasingleroomwithshower.

2.Theroomrateis300-500

YuanRAM.

3.

Youneedpayadeposit.

4.Youneedpickupserviceattheairport.5.Yourarrivaltimeanddeparturetime.3.

RevisingtheResevationScene

3:

SupposeyouareJackWilson,

thesecretaryoftheHuaXiaTrading

Company.You

havebookedtworoomsfromOct.12to14forMr.andMrs.Smith

and

theirtwochildreninKaiBinHotel.YouwillcalltotheFrontOfficetorevise

yourreservation.

Tips：1.

Changetwodeluxedoubles

toone

fortheSmithsfromOct.14to18

becauseoftheirchildren’sabsence.

2.

IfpossibleTheSmithswantto

upgradeasuit.TheywanttohaveaSpanishsuite.UsefulExpressionsWhatkindofroomwouldyoulike

(prefer)?

2.

Whatkindofroomwouldyoulike?Wehavesinglerooms,doublerooms,

standard

rooms,suitesanddeluxesuites.3.

WedohavesuitesinBritish,French,Spanish,Japaneseandpresidentialstyle,Whichdoyouprefer?4.

Doyougiveanydiscount?5.Adoubleroomwithafrontviewis140USdollarspernight6.Adoubleroomwitharearviewis115USdollarspernight

7.

Couldyoutellmeunderwhosenamewasthereservationmade?8.MayIhaveyournameandphonenumbers,please?9.Howlongwillyoubestaying?10.Wouldyoupleasefillinthisregistration

form,sir?11.Doyouhaveanyvacancies(vacantrooms)?12.I’mverysorrywehavenoroomavailable.ButIcanrecommendyouanotherhotelhere.13.Wewon’tbeabletoguaranteeyouaroomfor...(date)14.Asingleroomis

US$80pernight,witha15%servicecharge.15.Weoffer10%discountforgroupreservation.16.Whatcreditcarddoyouholding,sir?17.

CanIpaywithtraveller’scheques?18.

YouhavetochangetheUSdollarsintoRMBattheexchangecounteroverthere.19.Thecreditlimitbythevisacardofficeis

$10,000,

weneedtheirpermissionto

extendcreditovertheamount.Wouldyouliketopaydifferenceincash？20.

Iwouldliketoconfirmyourreservation.Adoubleroomwithbath

from

September30th

toOctober3rd.Isthatright?六、實(shí)驗(yàn)注意事項實(shí)訓(xùn)過程中，學(xué)生應(yīng)遵守相關(guān)教學(xué)制度。教學(xué)道具不得帶離教學(xué)現(xiàn)場，如若造成教學(xué)設(shè)備的損壞以及教學(xué)道具遺失的需照價賠償。

實(shí)驗(yàn)項目二

Checkin

登記入住

（4學(xué)時）一、實(shí)驗(yàn)?zāi)康恼莆盏怯浫胱》?wù)在酒店經(jīng)營中的重要性和作用。了解登記入住的程序，掌握預(yù)定入住客人的入住程序（包括團(tuán)體入住和貴賓入住），處理有客房時的散客入住程序以及未有客房時對散客的服務(wù)操作程序。明確自己的工作職責(zé)：安排入住客人的房間、發(fā)放房間鑰匙；聯(lián)系行李部把客人行李運(yùn)送至房間；登記客人叫早服務(wù)、交通安排以及其他的要求；處理客人投訴。掌握各種不同的房價類型的相關(guān)常用英語表達(dá)和慣用語。二、實(shí)驗(yàn)原理或方法、手段講授、任務(wù)型教學(xué)三、主要儀器設(shè)備及耗材前廳服務(wù)工作臺、電腦、電話、模擬訓(xùn)練相關(guān)資料等。四、學(xué)生課前準(zhǔn)備事項對登記入住服務(wù)過程做基本的了解。了解和掌握登記入住服務(wù)的相關(guān)常用英語表達(dá)和慣用語。五、實(shí)驗(yàn)內(nèi)容及步驟

Checkin

登記入住1、分別對如何接待預(yù)定入住客人的入住程序（包括團(tuán)體入住

和貴賓入?。?，有客房時的散客入住程序以及未有客房時對散客的服務(wù)操作程序進(jìn)行訓(xùn)練，掌握其不同的基本工作程序，

掌握客人登記入住服務(wù)特有的詞匯和表達(dá)法，掌握不同的房

價類型的相關(guān)術(shù)語和表達(dá)。2、呈現(xiàn)相關(guān)的詞匯和表達(dá)法，由學(xué)生分別進(jìn)行角色扮演。CheckinginfortheGuestwithaReservationScene

1:

Supposeyouarea

receptionist,you

are

receiving

Mr.Smith

’scheckingin

atthereceptiondesk

inthehotel.Hehasmadeareservation

fromTheUnitedStates.Tips:

1.

Mr.Smith

has

reserved

adouble

room

withabath

fromJan.8th

to12th

2.

Mr.Smith

wantstochangea

doubleroomwithafrontview

fora

doubleroomwitharearview

3.

fillouttheregistrationform,includingname,address,nationality,passport

number,signatureanddateofdeparture.CheckinginforaGroupScene

2:

Supposeyouare

atourguide,you

havemade

areservation

fromJuly15th

to18th

foragroupof

20people

inahotel

byphone.

Nowyouare

checkinginforthegroup.

Thereceptionist

isreceiving

you.

Tips:

1.

Youshowthenamelistwiththegroupvisa.2.You

have

10twinrooms

withshowerfor

July15th

to18th

3.Theroomrateis300

YuanRAM

pernight.

4.

Youneed

morning-callservicesat7:00tomorrowmorning.

5.Youtaketheroomcardand

thevouvhersfor

breakfastservedattheSpringHallonthesecondfloor.3.

ReceivingaWalk-inGuestScene

3:

SupposeyouareJackWilson,

you

cometo

KaiBinHotelto

have

a

singleroomforsix

nightsfromDec.

5th

to

10th

.

Thereceptionistreceivesyou.Tips：1.

Youhaven’tmadeareservation,butyouwanttohaveasingleroomwith

bathforsix

nights

fromDec.5th

to

10th.

2.

Youdon’twanttohaveonefacingthestreetbecauseyouwanttohaveasoundsleep.

3.

theroomrateis580RMBpernight

4.Youaskthereceptionistwhethertheyhaveanydiscountforalongstay.UsefulExpressions1.Whatkindofroomwouldyoulike

(prefer)?

2.

Whatkindofroomwouldyoulike?Wehavesinglerooms,doublerooms,

standard

rooms,suitesanddeluxesuites.3.Adoubleroomwithafrontviewis140USdollarspernight4.Adoubleroomwitharearviewis115USdollarspernight

5.

Couldyoutellmeunderwhosenamewasthereservationmade?7.MayIhaveyournameandphonenumbers,please?8.Howlongwillyoubestaying?9.Howlongwouldyouliketoextendyourstay?10.Haveyougotagroupvisa?11.Couldyougivemeyourpassportandfillinthis

registration

form,sir?12.Wouldyoupleasefillinthisregistration

form,sir?13.Thebellmenwillsendyourbaggagetoyourrooms..14.

Doyouhaveanyvacancies(vacantrooms)?15.

I’mverysorrywehavenoroomavailable.ButIcanrecommendyouanotherhotelhere.16.Wewon’tbeabletoguaranteeyouaroomfor...(date)17.Asingleroomis

US$80pernight,witha15%servicecharge18.Weoffer10%discountfor

a

groupreservation.19.

Whatcreditcardare

youholding,sir?20.

CanIpaywithtraveller’scheques?21.

YouhavetochangetheUSdollarsintoRMBattheexchangecounteroverthere.22.Thecreditlimitbythevisacardofficeis

$10,000,

weneedtheirpermissiontoextendcreditovertheamount.Wouldyouliketopaydifferenceincash？六、實(shí)驗(yàn)注意事項實(shí)訓(xùn)過程中，學(xué)生應(yīng)遵守相關(guān)教學(xué)制度。教學(xué)道具不得帶離教學(xué)現(xiàn)場，如若造成教學(xué)設(shè)備的損壞以及教學(xué)道具遺失的需照價賠償。

實(shí)驗(yàn)項目三

Checkout

結(jié)賬

（4學(xué)時）一、實(shí)驗(yàn)?zāi)康?、掌握酒店結(jié)賬的工作程序（包括離店結(jié)賬、餐廳用餐結(jié)賬、康樂部消費(fèi)結(jié)賬），核對賬單費(fèi)用，避免計算錯誤，了解不同的賬單支付方式。2、明確自己的工作職責(zé)，如客人對費(fèi)用有異議時，應(yīng)能有禮貌地解釋賬單費(fèi)用，并及時與收銀員聯(lián)系解決。3、能熟練運(yùn)用結(jié)賬相關(guān)的常用英語表達(dá)和慣用語。二、實(shí)驗(yàn)原理或方法、手段講授、任務(wù)型教學(xué)三、主要儀器設(shè)備及耗材前廳服務(wù)工作臺、電腦、電話、模擬訓(xùn)練相關(guān)資料等。四、學(xué)生課前準(zhǔn)備事項對結(jié)賬服務(wù)過程做基本的了解。了解和掌握結(jié)賬服務(wù)的相關(guān)常用英語表達(dá)和慣用語。五、實(shí)驗(yàn)內(nèi)容及步驟Checkout

結(jié)賬1、分別對如何離店結(jié)賬、餐廳用餐結(jié)賬、康樂部消費(fèi)結(jié)賬等服務(wù)操作程序進(jìn)行訓(xùn)練，掌握其不同的基本工作程序，掌握結(jié)賬服務(wù)特有的詞匯和表達(dá)法，掌握不同支付方式的相關(guān)術(shù)語和表達(dá)。2、呈現(xiàn)相關(guān)的詞匯和表達(dá)法，由學(xué)生分別進(jìn)行角色扮演Checkingout

for

BillintheHotelScene

1:

Supposeyouare

Mr.Smith,youcometo

thereceptiondesktopay

your

billinthehotel.Tips:

1.

Yourroomandroomnumber

2.

Youhaveusedsomehotelservices,suchasthemini-bar,drinkingtwobottleofbeer

3.

Yourbilltotals880RMB.Youdon’thaveenougecash.Youwanttopaywithtravela’scheck.4.Youcheckthebillandask

What

the20Yuan

is

for.PayingincashScene

2:

JackandFrankhavedinnerinarestaurant.AftertheirdinnerJackpaysthebill,andthewaitersaysthattheyonlyacceptcashpayment

.

Tips:

1.

Whentheycometotherestaurant,alltablesarefullyreserved.

Theywaitforhalfanhour.2.

Theyhavesomedeliciouschinesefood-

Mapobeancurd,water-cookedfish,double

–cookedpork,

vegetables3.

Theywantabottleoforangejuiceandtwobottleofgingerbeer

3.The

billtotals

300

YuanRAM.

4.

Jackwantstopaywithcreditcard,butthewaitersaysthattheyonlyacceptcashpayment.

UsefulExpressionsGoodmorning，F(xiàn)rontOfficeCashier’s，canIhelpyou？Goodmorning，sir.MayIbeofservice？3.

Areyoucheckingouttoday，MissEvans？4.

Wouldyouliketovacatetheroomnow，sir？5.

What’syourroomnumber，please？/CanIhaveyourroomnumberandname，please？6.

Didyouhavebreakfastthismorning？8.Haveyouusedanyhotelservicesthismorningorhadbreakfastatthehotelcoffee

shop？9.Didyoutakeanythingfromthemini-barthismorning，sir？10.

Didyoumakeanyphonecallsfromyourroom？11.

Thankyoufor

waiting，thehotelincludingservicechargeforthethreedaysis

＄470.12.Haveyousignedanychitinthelasthour，sir？13.

Yourbillcomesto

＄840includingtheservicecharge.14.Yourbilltotals

＄1000excluding10percentservicecharge.15

.Hereisyourbill，wouldyouliketocheckit？16.Wouldyouliketocheckandseeifyourbilliscorrect？17.Thatfirstnumberisyourroomnumber202.18.Thesecondentryistherestaurantconsumption.19

.

Item6isthe

＄15forthephonecalls.20.

That’sfor

thelunchyouorderedfromyourroom.21.

Thatchargeisfordrinkstakenfromthemini-bar，sir.22.

Thisisthechargeforyourmini-barconsumptiononMay15th，23.That’sforthephonecallsyoumadefromyourroom.24.Youroverseastelephonecallis

includinginthebill.25.

Theservicechargeisincludinginthebill.26.

Isyourluggagedownyet，sir？ifnot，Iwillsendabellmantohelpwithyourluggage.27.

I’lldrawupyourbillforyou.

/ShallIdrawupyourbillforyou？28

.Pleasewaita

momentwhileIcalculate

yourbill.29.

Yourfinalbillhasnotreachedourdepartmentyet，sir.WouldyoupleasewaitamomentwhileIchaseitdown？30.I’mafraidthatthebillhasnotreachedusyet.SoIwillhavetocheckwiththedepartmentconcerned.31.

I’msorry，accordingtothehotelpolicy，wedon’tacceptpersonalcheque.32.

Yourbilltotals

＄2400，howwouldyouliketomakethepayment？33.

Weacceptcreditcardshere，whichcardwouldyouliketouse？34.

Thecreditlimitbythevisacardofficeis

＄10,000，weneedtheirpermissiontoextendcreditovertheamount.Wouldyouliketopaydifferenceincash？35.MayIhaveaprintofyourcreditcard，please？36.

Ourcheck-outtimeis12noon.Butyouusedtheroomuntil6pm.I’mafraidthatforlatecheck-outswechargeanextra50％

oftheroomrate.37.

CanIcheckthedetailsforyou，please？38.

WouldyoumindwaitingamomentwhileIcheckthedetails？I’lljustcheckitagainforyou.39.

I’msorry，sir，butthereseemstohavebeenamistake，would

youpleasewaitamomentwhileit’sbeingrectified？40.

I’msorry，sir.Therehasbeenamistake，we’llcorrectthebill.41.

I’msorry，sir，butthereseemstohavebeenamistake.PleasewaitamomentwhileIcorrectthebill.42.

Justonemoment，please，I’llcheckwiththeAssistantManager.

43.

Thankyouforwaiting，sir.Pleasesignonthisbill.44.

Excuseme，sir,butcouldyoupleaseendorsethischequewhereitbeencrossedout？45.

I’msorry，sir,butthedateonthechequeisincorrect.Itshouldbepay15thnotMay18th.Willyoupleasecorrectitandinitial.46.

CanIhavemybill，please？47.

What’sthisfor？48.

Wouldyouliketosignforit，sir？49.

Thankyou，Ihopeyouenjoyedyourdinner.50.

Howwouldyouliketopayforyourbill，sir？

52.WeacceptAmericanExpress，Mastercard，VisacardandEurocard.Whatkindhaveyougot？53.Doyouaccepttraveler’scheque？54.

Iseverythingallrightduringyourdinner，sir？六、實(shí)驗(yàn)注意事項實(shí)訓(xùn)過程中，學(xué)生應(yīng)遵守相關(guān)教學(xué)制度。教學(xué)道具不得帶離教學(xué)現(xiàn)場，如若造成教學(xué)設(shè)備的損壞以及教學(xué)道具遺失的需照價賠償。實(shí)驗(yàn)項目四

ForeignCurrencyExchange

兌換外幣（4學(xué)時）一、實(shí)驗(yàn)?zāi)康?、熟悉和了解美元、歐元、日元等常用外幣與人民幣的兌換率。

2、明確自己的工作職責(zé)，耐心細(xì)致地為客人服務(wù)。3、能熟練運(yùn)用兌換外幣相關(guān)的常用英語表達(dá)和慣用語。二、實(shí)驗(yàn)原理或方法、手段講授、任務(wù)型教學(xué)三、主要儀器設(shè)備及耗材外幣兌換處、電腦、電話、模擬訓(xùn)練相關(guān)資料等。四、學(xué)生課前準(zhǔn)備事項1、了解貨幣兌換服務(wù)程序。2、熟悉和掌握外幣兌換服務(wù)的相關(guān)常用英語表達(dá)和慣用語。五、實(shí)驗(yàn)內(nèi)容及步驟ForeignCurrencyExchange兌換外幣1、對如何進(jìn)行外幣兌換進(jìn)行訓(xùn)練，掌握其不同的基本工作程序，掌握外幣兌換服務(wù)特有的詞匯和表達(dá)法，掌握不同支付方式的相關(guān)術(shù)語和表達(dá)。2、呈現(xiàn)相關(guān)的詞匯和表達(dá)法，由學(xué)生分別進(jìn)行角色扮演1.

ForeignCurrencyExchangeScene

1:

Mr.Smith

isatthelobbyofhotel.

Hecomesto

thereceptiondeskto

changsomeUsdollarsforRMB.

Thecashierserveshim.Tips:

1.

His

name

androomnumber

2.

HewanystoknowtheexchangrateforUSdollartoday.TheexchangerateofRAMagainstUSdollar

is6.8yuam

3.

Hewillchangefivehuandreddollars.4.

Fillintheexchangememo,hispassportnumberandthetotalsum

andsignshisname.UsefulExpressions1.Wouldyouliketochangesomemoney？2.

I’dliketochangesomemoney.3.Howmuchwouldyouliketochange,sir

？4.Wouldyoulikeitsmallorlargebills

？5.Theratesofexchangeareontheboardthere，sir.6.Itcomesto

￥3200attoday’sexchangerate.7.TheexchangerateofUSdollartoRMBis100:680,wouldyouliketochangenow?8.Today’srateofexchangeis8.09tothedollar.9.

I’msorry，sir，butthefiguresandthewordsonthechequedonotcorrespond.10.

Excuseme，sir,butcouldyoupleaseendorsethischequewhereit

beencrossedout？11.

I’msorry，sir,butthedateonthechequeisincorrect.Itshouldbepay15thnot

May18th.Willyoupleasecorrectitandinitial.12.

I’msorry，butwedonotexchangeHongKongdollarsintoJapaneseYuan.13.

I’mafraidwedon’tacceptnon-convertiblecurrency，sir.14.

CouldyouchangeitataForeignExchangeBank？15.

I’msorry，madam，butwehaveachangelimitof

＄500dollarsbetween9

p.m.

to

8.a.m.

duetothebankbusinesshours.16.

I’msorry，sir，weonlyofferone-waychange，wearenotlicensedforafullexchange.17.Pleasekeepthereceipt,you’llhavetoproduceitwhenyouwanttochangeyourmoneyback.18.

Ifwechangelargeamounts,ourcashsupplyrunsoutandwe’reunabletoobligeourotherguests19.

Couldyoucashtraveler’scheque，please？

20.

I’dliketoknowtherateforSwissfrancs.。

21.

Excuse，me.CouldItroubleyourforsomechange？22.

Sorrytotroubleyou，buthaveyouchangefor60fen？

23.

Letmehavealook，yes，wehavethechange，hereyouare.六、實(shí)驗(yàn)注意事項實(shí)訓(xùn)過程中，學(xué)生應(yīng)遵守相關(guān)教學(xué)制度。教學(xué)道具不得帶離教學(xué)現(xiàn)場，如若造成教學(xué)設(shè)備的損壞以及教學(xué)道具遺失的需照價賠償實(shí)驗(yàn)項目五

Taking

Orders

點(diǎn)菜服務(wù)

（4學(xué)時）一、實(shí)驗(yàn)?zāi)康?、掌握酒店點(diǎn)菜的工作程序，熟練掌握菜肴、配菜名稱，了解了解菜肴烹飪時間和酒水和飲料搭配，以及能清楚介紹和描述菜品。

2、能熟練運(yùn)用點(diǎn)餐相關(guān)的常用英語表達(dá)和慣用語。二、實(shí)驗(yàn)原理或方法、手段講授、任務(wù)型教學(xué)三、主要儀器設(shè)備及耗材餐廳服務(wù)工作臺、餐廳、模擬訓(xùn)練相關(guān)資料等。四、學(xué)生課前準(zhǔn)備事項對點(diǎn)菜服務(wù)過程做基本的了解。2、了解和掌握中餐、西餐、飲料和酒的相關(guān)常用英語表達(dá)和慣用語。五、實(shí)驗(yàn)內(nèi)容及步驟Taking

Orders

點(diǎn)菜服務(wù)1、對如何對顧客進(jìn)行中餐、西餐點(diǎn)菜服務(wù)進(jìn)行模擬訓(xùn)練，掌握其不同的基本工作程序，掌握點(diǎn)菜服務(wù)特有的詞匯和表達(dá)法。呈現(xiàn)相關(guān)的詞匯和表達(dá)法，由學(xué)生分別進(jìn)行角色扮演TakingOrdersataWesternRestaurantScene

1:

Mr.Smith

andhisfriends

cometo

awesternrestaurant

to

havesupper.Thewaiterwelcomesthemandservesthem

your

billinthehotel.Tips:

1.

Theydon’twanttohavetabled’hote,butalacarte.

2.

They

orderbeefsteak(someitwelldone,underdown,othersrare)

,

dicedchickenwithpepper&blackbeans,lobser,lambchopandfruitsalad.

3.Theyorder10

bottleofbeer,

whiskeyformen,somesoftdrinksforladies.

4.

Weservethesebeers，SanMiguel，Carlsberg，Lowenbrau，SunTory，BlueRibbonandFivestar，whichonedoyouprefer2.

TakingOrdersataChineseRestaurantScene

2:

Mr.Bellowandhisfriends

wanttotrysomechinesefood,thewaiter

recommends

somechinesefoodtothem

.

Tips:

1.

They’d

liketotrysomerealChinesecuisine.But

they

havenoideaaboutit.

Thewaiterrecommendssomechinesefoodtothem

2.Theyhavesome

specialdishes-

Mapobeancurd,water-cookedfish,double

–cookedpork,

tenderboiledchickenwithsoysauce,steamed

ReevesShad,

peppersaltfriedspareibs3.Thesoup:wildmushroomsoup,porkribsandtunipsoup,

stewedmushroomincheckensouptomatoandeggsoup,

vegetables

4.TheywantchampagneandbrandyUsefulExpressions1.

Goodevening,sirs.Would

you

liketotakeyourordernow?2.

Doyouhaveareservation?

Yeah,wehaveareservationunderMr.Smithforfourpeople.3.

We’dliketotrysomerealChinesecuisine.Butwehavenoideaaboutit.

Whatwouldyourecommend?4.

Wouldyouliketohavetabled’hote,oralacarte?5.Weofferspecialmenusfor

different

diets.6.Whynottryourbuffetdinner?7.Wouldyoulikeatableinthehallorinaprivateroom?8.Howmanypeoplearethereinyourparty?9.Doyouhaveanyspecialrequirementsforthecelebration?10.Couldyoupleasetellmeinwhosenamewasthereservatiommade?11.I’

mafraidthattableisreservedfor8p.m.12.

Wedon’thaveavacanttableatthemoment.13.I’msorry.Thetablebythewindowhasbeenreserved.14.Wouldyouliketohavetabled’

hote,oralacarte?15.Whichflavorwouldyouprefer,sweetorchilly?16.WouldyouliketotryourHouseSpecialty?17.Today’sspecialis...,witha20%discount.18.Whatwouldyouliketodrink？we

have

agreatvarietyofwines.Whichkindof

themdoyouprefer？19.

Wouldyoulikeyoubeerdraughtorbottle?20.

Wouldyoulikeyourcoffeewithmilkandsugar

?21.Withiceorwithoutice,sir?22.Idoapologizeforgivingyouthewrongdish.I’llheatitupforyouatonce.23.I’mterriblysorry.Iwillgotocheckitoutandbringittoyouassoonas

possible.24.

CouldIofferyouacomplimentarydrink?25.Pleaseacceptourapologies.Iassureyouthiswon’thappenagain.六、實(shí)驗(yàn)注意事項實(shí)訓(xùn)過程中，學(xué)生應(yīng)遵守相關(guān)教學(xué)制度。教學(xué)道具不得帶離教學(xué)現(xiàn)場，如若造成教學(xué)設(shè)備的損壞以及教學(xué)道具遺失的需照價賠償實(shí)驗(yàn)項目六

DealingwithComplaints

處理投訴

（4學(xué)時）一、實(shí)驗(yàn)?zāi)康?、對客人對酒店的投訴有一個總的了解，正確對待和處理客人投訴，掌握和了解酒店各部門的設(shè)備狀況。

2、明確自己的工作職責(zé)，掌握處理客人投訴的程序和步驟，避免指責(zé)、爭論，力爭成功解決客人投訴的問題，以樹立酒店良好的形象。3、有良好的溝通能力和語言表達(dá)能力，能熟練運(yùn)用處理投訴相關(guān)的常用英語表達(dá)和慣用語。二、實(shí)驗(yàn)原理或方法、手段講授、任務(wù)型教學(xué)三、主要儀器設(shè)備及耗材前廳工作臺、電腦、電話、模擬訓(xùn)練相關(guān)資料等。四、學(xué)生課前準(zhǔn)備事項

1、對酒店客人常見的投訴問題有基本的了解。

2、了解和掌握處理投訴服務(wù)的相關(guān)常用英語表達(dá)和慣用語。五、實(shí)驗(yàn)內(nèi)容及步驟DealingwithComplaints

處理投訴1、分別對客人對房間設(shè)施、上錯菜的投訴進(jìn)行模擬訓(xùn)練，掌握基本工作程序，掌握處理投訴特有的詞匯和表達(dá)法，注意工作態(tài)度和語言交流的方式。2、呈現(xiàn)相關(guān)的詞匯和表達(dá)法，由學(xué)生分別進(jìn)行角色扮演。1.

ComplainingaboutRoomFacilitiesScene

1:

Supposeyouarea

receptionistat

Service

Center,aguest

phonesto

youtocomplainaboutthe

air-conditionnerinhisroom

inthehotel.

Tips:

1.You

firstlistencarefullytotheguestwithasmilingface.

2.Youcomforttheguestwithsoftwords.

3.You

telltheguestthatyouwillaskthemanagertodealwiththeproblem.

4.Themanagerfirstsayssorrytotheguestandthen

willsendanengineerstraightuptotheguest’sroomtohavealookattheair-condintioner.

5.The

guestacceptsthemanager’ssuggestiontodealwiththeproblem.

2.ComplainingaboutMis-servingScene2:

Supposeyouarea

head

waiter,aguest,

Mr.White

comestoyoutocomplainaboutthemis-servingintherestaurant.

He

ordersawell-downsteak.Butthewaitergiveshimararedownsteak.

Heasks

thewaiterwhethertheymake

amis-serving.

You

apologize

toMr.Whiteforgivinghimthewrongdish.You

promisetochangeitimmediately.

Tips: