《商務英語口語》課件 Unit 7 At the Hotel

安徽省高等學校省級規(guī)劃教材全國職業(yè)院校國際貿(mào)易專業(yè)“新形態(tài)”教材21世紀高職高專規(guī)劃教材國際經(jīng)濟與貿(mào)易系列主編凌雙英周鋒銳

中國人民大學出版社SpokenEnglishforBusinessCommunication商務英語口語ContentsModuleOne:EstablishmentofBusinessRelationsModuleTwo:BusinessTravelModuleThree:BusinessReceptionModuleFour:TradeFairSpokenEnglishforBusinessCommunicationModuleFive:BusinessNegotiationModuleSix:Follow-upServiceModuleTwo

BusinessTravel

Unit5VisaApplicationUnit6FlyingAbroad

Unit7AttheHotelSpokenEnglishforBusinessCommunicationUnit7AttheHotelSpokenEnglishforBusinessCommunicationWarm-upQuestionsTipsSpeakingPracticeSituationalDialogues

Warm-upQuestionsPresentationSpokenEnglishforBusinessCommunication1.Howdoyoureservearoomforbusinesstravel？Forreference:Therearetwowaysformetoreservearoom,namely,callingthefrontdeskofahotelorbookingaroomontheinternet.

Warm-upQuestionsPresentationSpokenEnglishforBusinessCommunication2. Whatinformationshouldweofferwhenwemakethereservation?Forreference:Whenwemakethereservation,weshouldofferournames,thedatesofcheck-inandcheck-outandthetypeof,etc.

Warm-upQuestionsPresentationSpokenEnglishforBusinessCommunication3.InwhatwayscanwepayforthebillinChina?Forreference:

WecanpayforthebillbyAlipay,Wechat,cashorcreditcards.

SituationalDialogues:SpokenEnglishforBusinessCommunicationDialogue1(Atthehotelreception)A:Goodafternoon,welcometoHiltonhotel.MayIhelpyou,sir?B:Yes,Iwouldliketocheckin,please.MynameisSamCarter.A:OK,soMr.Carter,youhavebookedastandardroomfortwonights,right?B:Yes.ButcanIbooktwosingleroomsmoreforonenight?Therewillbetwoclientstomeetwithmetonight.A:Justamoment,please.I’llcheckourreservationrecord.Thankyouforwaiting.Thereisnoexecutivesingleroomavailable.Wouldyoumindotheralternatives?B:Howaboutatwinroom?A:Oh,yes.Therearetworoomsleft.B:

Aquietoneawayfromthestreetifitispossible.A:OK,letmecheck,sir.Youhaveastandardroomfortwonightsandaquiettwinroomawayfromstreetforonenight,right?B:Yes,exactly.A:ThecurrentrateisUSD200pernightforastandardroomand240foratwinone.TheywillcostUSD640intotal.IsthatOK?B:Well,hereismypassportandcreditcard.Bytheway,isthereanyservicethatIneedtoknow?A:Ofcourse,doyouhaveanyrequirements?B:Yes,I’dliketohavea7o’clockmorningcall,shirtandpantslaundered,andsomethinglikethat.A:Noproblem.Youcancallreceptiondeskforhelp.IsthereanythingthatIcanhelpyou?B:No,thankyousomuchforreceivingmewithmuchtimeandpatience.A:It’smypleasure.Hereisyourroomcard.Yourroomsare1608and2019.Wishyouenjoyyourstayinourhotel.B:Thankyou.SpokenEnglishforBusinessCommunicationHotelIntroduction

SituationalDialogues:SpokenEnglishforBusinessCommunicationDialogue2RoomserviceA:Goodevening,sir.Atyourservice.WhatcanIdoforyou?B:Iwouldliketopre-ordermybreakfastfortomorrow.A:Noproblem.Pleasetellmeyournameandyourroomnumber.B:SamCarter,Room1608.A:Whatisyourbreakfastorder?B:Acupofhotcoffeewithmilk,ahamburgerwithtwoscrambledeggsandsomeoranges.A:OK,Igotit.Whenwouldyoulikeyourbreakfastdeliveredtoyourroom?B:7:30.IsthatOK?Iwillchairameetingat9:00,andIshouldtakeataxitothecompanybefore8:30.A:Ofcourse.Letmeconfirmyourorder.Mr.CarterinRoom1608hasbookedabreakfast:Acupofhotcoffeewithmilk,ahamburgerwithtwoscrambledeggsandsomeoranges.Right?B:Exactly.Bytheway,mayIborrowanadaptorplugfromyou?Ihaveleftminebehindathome,andmycellphoneisoutofchargerightnow.SpokenEnglishforBusinessCommunicationA:Noproblem,sir.Wewillsenditrightaway.Anythingelsetohelpyou?B:Oh,Ialmostforgotit.Thereissometroublewiththeshowerinmy

room.Canyourepairitforme?A:Idoapologizefortheinconvenience.I’llhavetheMaintenance

Departmentfixitin5minutes.B:ItisOK.A:Sir,yourbreakfastfortomorrowhasbeenbooked,andtheadaptorplugwillbesent,meanwhiletherepairmanwillcometoyourroomsoon.Thanksforcalling.Iwishyouagoodnight.B:Thanks.

SituationalDialogues:SpokenEnglishforBusinessCommunicationDialogue3CheckoutA:Goodmorning,sir.B:Goodmorning.I’dliketocheckout.CanIhavemybillsettlednow?A:Pleasetellmeyournameandyourroomnumber.B:SamCarter,Room1608and2019.A:Pleasegivemetheroomcards.B:Hereyouare.Andthisistheadditionalbillintherestaurant.A:OK.Waitamoment,please.I’lldrawupyourbill.IttotalsUSD700.Howwouldyouliketopay,bycreditcardorincash?SpokenEnglishforBusinessCommunicationB:Bycreditcard.Whatkindsofcreditcardsdoyouhonor?A:WeacceptVisa,AmericanExpress,MasterCardandUnionPay.B:Visa.Isthereanydiscount？A:Sorry,sir.Thereisnodiscount.Mr.Carter,youhavebillofUSD700intotal,ofwhichUSD640hasbeenpaid,andUSD60isbeingpaidbycreditcardnow.Ifyoucouldjustsignhere,please,sir.B:OK,thankyou.A:Hereisyourinvoiceandcard.Pleasecheckit.B:It’scorrect.Thanks.A:Wehopeyou’llbestayingwithusagain.

Haveagoodjourney.1.Hiltonhotel:希爾頓酒店2.executive:行政的，高級的3.alternative:可供選擇的事物，替換物4.currentrate:當日成交價5.launder:洗熨6.pre-order:預訂7.scrambledeggs:炒蛋Notes:8.chairameeting:主持會議9.adaptorplug:電源轉換插頭10.MaintenanceDepartment:維修部11.drawup:草擬，制定12.AmericanExpress:美國運通公司，美國運通卡13.MasterCard:萬事達卡14.UnionPay:銀聯(lián)卡15.invoice:發(fā)票Notes:1.Youhavebookedastandardroomfortwonights.

您訂了一個標準間、住兩晚。YouhavealreadyreservedastandardroominHiltonHotel.您已經(jīng)在希爾頓酒店預訂了一個標準間。I’dliketobookastandardroominyourhotel.我想在你們酒店預訂一個標準間。

I’dliketomakeahotelreservationformyclient.我想為我的客戶預定房間。UsefulExpressions:2. Thereisnoexecutivesingleroomavailable.

現(xiàn)在已經(jīng)沒有空余的行政單間了。

Thereisnosingleroomleft.

沒有剩下的單間了。

Allthesingleroomsareunavailable.

單間都已經(jīng)住滿了。

Thereisnovacantroomforyou.

沒有空房間可以提供給您。UsefulExpressions:3.Aquietoneawayfromthestreetifitispossible.

盡可能來一間遠離大街的安靜客房。

Awarmandnicedoubleroomwithseaviewsifitispossible.

盡可能來一間溫馨的海景雙人房。Adecoratedstandardroomwithcrib，non-smokingfloor，please.請給我一個無煙層、帶有嬰兒床、裝飾精美的標間。IwilltakeadeluxedoubleroomcommandingagoodviewofWestLake.我要一個飽覽西湖美景的豪華雙人間。UsefulExpressions:4.Whenwouldyoulikeyourbreakfastdeliveredtoyourroom?

早餐什么時候送到您房間呢？Whattimewouldyoulikeyourbreakfastdeliveredtoyourroom?

早餐什么時候可以送到您房間呢？Whenshouldweorderourbreakfast？我們的早餐什么時候可以預訂？Whenshouldwebookourbreakfastinadvance？

我們的早餐可以提前到什么時候預訂？UsefulExpressions:5.Thereissometroublewiththeshowerinmyroom.我房間的淋浴器出問題了。I’mhavingtroublewiththeshowerinmyroom.我房間的淋浴器出問題了。Theshowerdoesn’tworkinmyroom.我房間的淋浴器壞了。Theshowerisoutofworkinmyroom.我房間的淋浴器壞了。UsefulExpressions:6.I’llhavetheMaintenanceDepartmentfixitin5minutes.

我會讓維修部在五分鐘之內(nèi)趕來修理。

IwillhaveitfixedbytheMaintenanceDepartmentrightnow.

我會馬上讓維修部去修理。We’llsendsomeonetocheckitrightnow.

我們會立即派人過去檢查。

Iwilldealwiththesituationforyou.

我會為您處理這個情況的。UsefulExpressions:7.CanIhavemybillsettlednow?我現(xiàn)在可以結賬嗎？

MayIsettlemybillnow？我可以現(xiàn)在結賬嗎？

MayIpaymybillrightnow？我可以現(xiàn)在結賬嗎？Couldyouclosemyaccountrightnow?

能馬上給我結賬嗎？UsefulExpressions:8.IttotalsUSD700.一共700美元。

ItcostsUSD700intotal.一共花銷700美元。

ThatallisUSD700.一共700美元。

YoushouldpayUSD700foryourbill.

您需要支付700美元。UsefulExpressions:9.Wehopeyou’llbestayingwithusagain.

歡迎下次光臨。

Weexpectyournextstay.

期待您再次入住。Lookingforwardtoyourcomingnexttime!

期待您下次到來！

Welcomeagain.

歡迎再次光臨。UsefulExpressions:

SpeakingPractice：SpokenEnglishforBusinessCommunicationTask1:Interpretation1.I’dliketohavea7o’clockmorningcall,shirtandpantslaundered.

我想要7點鐘叫早服務、襯衫和褲子熨燙服務。2.Thankyousomuchforreceivingmewithmuchtimeandpatience.

非常感謝你這么長時間耐心接待。3.Idoapologizeforyourinconvenienceoftakingashower.對給您帶來洗澡的不便，表示誠摯的歉意。4.Whatkindsofcreditcardsdoyouhonor?AmericanExpressorUnionPay？

你們這里支持什么信用卡？美國運通還是銀聯(lián)？5.Ifyoucouldjustsignhere,please,sir.Hereisyourinvoice.先生，請在這里簽上名字。這是您的支票。

SpeakingPractice：SpokenEnglishforBusinessCommunicationTask1:Interpretation6.我需要訂兩晚有無線網(wǎng)絡的家庭房。I’dliketoreserveafamilyroomwithwififortwonights.7.如果有可能，請給我一個能俯瞰整個海港的雙人間。Adoubleroomcommandingaviewoftheharborifitispossible.8.請在我主持完會議后，將中餐送到我房間。PleasedeliverlunchintomyroomwhenIfinishchairingthemeeting.9.這是在中餐廳的附加賬單，您需要支付30美元。ThisisanadditionalbillinChineserestaurant.YoushouldpayUSD30forit.10.我需要信用卡支付，無法用支付寶，因為我的手機沒有電了。IhavetopayitbycreditcardinsteadofAlipay,becausemycellphoneisoutofcharge.

SpeakingPractice：SpokenEnglishforBusinessCommunicationTask2:RolePlaySamhasbookedasingleroomforbusinesstravelinHiltonhotel.However,thereservationiscancelledbecausehearrivesatthehoteltoolate.Nowthereisnosingleroomforhim.SusantheclerkofHiltonhotel,helpsSamsolvethisproblem.CheckintheHotelSpeakingPracticeSpokenEnglishforBusinessCommunicationTask3:FreeTalk：TopicforMoralEducation：socialethicsForreference:Beingpatient,polite,carefulandarenecessaryqualitiesofahotelattendant.1.Whatdoyouthinkshouldbethequalityrequirementsforahotelattendant?SpeakingPracticeSpokenEnglishforBusinessCommunication2.Whatshouldahotelattendantdoifthereismuchnoiseinthecorridorofthehotel?Task3:FreeTalk：TopicforMoralEducation：socialethicsForreference:Firstly,keepthecorridorquietassoonaspossible.Secondly,makeclearthereasonwhythereismuchnoise.Thirdly,offersomehelp.Forexample,arrangeameetingroomforpeoplewhoaretalkinginthecorridorofthehotel.

SpeakingPractice：SpokenEnglishforBusinessCommunicationTask4:ReadingandSpeakingPassage1:HotelBookingMistakesTherearesomebigblundersyoucouldbemakingwhenitcomestohotelreservations.Frombookingonthewrongsitestoforgettingtochecksomevitalinformation,thesemistakescouldbeeasilymadeorbreakyourtrip.Readontofindoutwhatyoumustavoidwhenbookingthehotelroom.1.UsingincorrectarrivalanddeparturedatesDomakesureyouhaveyourflightitineraryonhandwhenbooking,anddouble-checkthedatesofyourarrivalanddeparture.Alsoconsidertimezones.Ifyou’recrossingtheInternationalDateLineintransit,yes,yourcheck-indatescouldbedifferentthanyouexpect.

SpeakingPractice：SpokenEnglishforBusinessCommunicationTask4:ReadingandSpeaking2.MakingreservationsforthewronghotelDocheckthemailingaddressandfindthehotel’sexactlocationonmaps.Alwaysenterthehotel’saddressandseehowfaritisfrompopularattractionsandrestaurantsbyfoot,bycarorbypublictransport.3.NotcheckingreviewsonthewebsiteofthehotelDoyourresearch.Readinguserreviewsisatrickybalancingact.Youwantreviewstobeunbiasedandrecent.ThebestwaytogetanaccuratepictureoftheresortistosearchTripAdvisorandOyster,whichofferprettyaccuratepreviewsofwhatyourhotelhastooffer.

SpeakingPractice：SpokenEnglishforBusinessCommunicationTask4:ReadingandSpeaking4.NotcomparingpricesWhenitcomestoprices,compare,compare,compare.Usewebsitesthathavemetasearchfunctionality(whichmeansthattheyshowmultiplepricesfrommultiplebookingsitesinonewindow).Comparetheratesontheproperty’swebsitetotheratesyoufindonPriceline,onExpedia,onGrouponGetawaysorintravelbrochures.Alsolookintothetypesofbookingdiscountsthatareavailableandwhichonescansaveyouthemostmoney.1.Youcan’tmakethefourmistakesatthesametimeonbookingthehotelroomontheInternet.

FAcarelessorinexperiencedpersonmaymakethefourmistakesatthesametime.2.Thecustomersmustmakeahotelreservationbeforebookingtheflight.

FDomakesureyouhaveyourflightitineraryonhandwhenbooking.Say“True”or“False”accordingtothepassage.Thencorrectthefalsestatements.3.TripAdvisorandOysterarethegoodwaysforyoutoselectahotel.

T4.Youmaybemistakenifyoudon’tcheckthelocationofhotelonthemap.

T5.Wecanneveravoidhotelbookingmistakes.FWecanavoidhotelbookingmistakesifweknowhowtoavoidthem.Say“True”or“False”accordingtothepassage.Thencorrectthefalsestatements.

SpeakingPractice：SpokenEnglishforBusinessCommunicationTask4:ReadingandSpeakingPassage2：AIforHotelServiceGlidingsilentlythroughAlibabaGroupHoldingLtd’sfuturistic"FlyZoo"hotel,blackdisc-shapedrobotsaboutameterinheightdeliverfoodanddropofffreshtowels.Therobotsarepartofasuiteofhigh-techtoolsthatAlibabasaysdrasticallycutsthehotel’scostofhumanlaborandeliminatestheneedforgueststointeractwithotherpeople.Formallyopenedtothepubliclastmonth,the290-roomFlyZooisanincubatorfortechnologyAlibabawantstoselltothehotelindustryinthefuture.It’salsoanopportunityforAlibabatoshowcaseitsprowessinartificialintelligence—andanexperimentthattestsconsumercomfortlevelswithunmannedcommerceinChina.

SpeakingPractice：SpokenEnglishforBusinessCommunicationTask4:ReadingandSpeaking“It’sallabouttheefficiencyoftheserviceandtheconsistencyofservice,becausetherobotsarenotdisturbedbyhumanmoods.Sometimes,wesaywearenotinthemood,butthesystemandtherobotwillalwaysbeinthemood,”saidAndyWang,CEOofAlibabaFutureHotelManagement,theunitthatoverseesthehotelproject.Insidethehotel,softlylit,whitepaneledwallsbringtomindtheinteriorsofspaceshipsasportrayedinmovies.Guestscheckinatpodiumsthatscantheirfaces,aswellaspassportsorotherID.“It’sveryquickandsafe.Ihaven’tuseditforalongtimeyet,butbasically,Icanbeinmyroominoneminute,”saidguestTracyLi.Liaddedthatsafetywasoneofherprioritiesandshewaspleasedherroomcouldonlybeenteredwithascanofherface.

SpeakingPractice：SpokenEnglishforBusinessCommunicationTask4:ReadingandSpeakingIntherooms,Alibaba’svoicecommandtechnologyisusedtochangethetemperature,closethecurtains,adjustthelightingandorderroomservice.Atthehotel’srestaurant,tallercapsule-shapedrobotsdeliverfoodthatguestshaveorderedviatheFlyZooapp,whileataseparatebar,alargeroboticarmcanmixmorethan20differenttypesofcocktails.Facialrecognitioncamerasaddchargestotheroomrateautomatically.Tocheckout,guestspressabuttonontheapp,afterwhichtheroomlocks,andtheyareautomaticallychargedthroughAlibaba’sonlinewallet.Oncethisisdone,theguests’facialscandataisimmediatelyerasedfromAlibaba’ssystems,Wangsaid.1.WhyaretherobotsusedinFlyZoohotel?Therobotsarepartofasuiteofhigh-techtoolsthatAlibabasaysdrasticallycutsthehotel'scostofhumanlaborandeliminatestheneedforgueststointeractwithotherpeople.2.Whatisthedifferenceofserviceprovidedbyhumanandtherobot?

It’sallabouttheefficiencyoftheserviceandtheconsistencyofservice,becausetherobotsarenotdisturbedbyhumanmoods.Sometimes,wesaywearenotinthemood,butthesystemandtherobotwillalwaysbeinthemood.Answerthefollowingquestionsorallyaccordingtothepassage.3.HowcanapersonenterintoaroominFlyZoohotel?

Guestscheckinatpodiumsthatscantheirfaces,aswellaspassportsorotherID.4.Whatisthefunctionofvoicecommandtechnology?

Alibaba’svoicecommandtechnologyisusedtochangethetemperature,closethecurtains,adjustthelightingandorderroomservice.5.CanyoudescribetheprocessofcheckingoutinFlyZoo?Tocheckout,guestspressabuttonontheapp,afterwhichtheroomlocks,andtheyareautomaticallychargedthroughAlibaba’sonlinewallet.Oncethisisdone,theguests'facialscandataisimmediatelyerasedfromAlibaba’ssystems.Answerthefollowingquestionsorallyaccordingtothepassage.Tips:FamousHotelsInterContinentalHotel洲際酒店DubaiLuggerHotel迪拜帆船酒店JumirahHotel卓美亞酒店MandarinOrientalHotel文華東方酒店MarriottHotel萬豪酒店PeninsulaHotel半島酒店FourSeasonsHotel四季酒店

Shangri-laHotel香格里拉酒店ConradHotel港麗酒店KempinskiHotel凱賓斯基酒店Tips:HotelServicesHotelLobby酒店大堂BanquetHall宴會廳FitnessCentre健身房BusinessCenter商務中心LaundryRoom洗衣房Housekeeping客房部Mini-bar小型酒吧ParkingLot停車場Poolroom臺球室MassageParlour按摩院BuffetParty自助餐會WelcomingBanquet歡迎宴MuffinWorry茶話會MorningCall早叫服務RoomService送餐服務Shutt