旅游英語課件：staying in a hotel

StayinginaHotelPartOneRevisionI.ReviewtheimportantphrasesinChapter2.II.Letthestudentsmakeshortconversationsandchecktheircommunicativeability.PartTwoTeachingPointsI.Importantpoint:masterwordsandphrasesrelatedtostayinginahotel.II.Difficultpoint:learnthedetailedcoursesofstayinginahotelandrelatedcommunicativeskills.PartThreeContentI.LeadinII.SituationalDialogues

III.Vocabulary&UsefulexpressionsIV.ReadingMaterials.V.KnowledgeExpansionI.Leadin1.Giveabriefintroductionaboutstayinginahotel.2.Informthestudentsofteachingobjectives.3.Providesomerelatedbackgroundinformationofstayinginahotel.II.SituationalDialoguesDialogueOneDialogueTwoDialogueThreeDialogueFourIII.Vocabulary&Usefulexpressions1.UsefulWords

1.Waysofreservation●Telephonereservation●Faxreservation●Reservationoninternet●Mailreservation●Oralreservation●ContractreservationIII.Vocabulary&Usefulexpressions2.Thenecessaryinformationinroomreservation:●Name●Telephonenumber●Roomtypes●Amountsofrooms●Numberofguests●Nationality●Date/timeofarrival/timeofdeparture●Lengthofstaying●DiscountandpaymentIII.Vocabulary&Usefulexpressions3.Roomtypesinahotel●singleroom單人房（一張單人床）●twinroom雙人對床房（兩張單人床）●doubleroom雙人房，大床房（一張大雙人床）●tripleroom三人房（三張單人床）●economyroom經(jīng)濟間●standardroom標準間●standardsuite套房●juniorsuite普通套房●businesssuite商務(wù)套房●duplexsuite復(fù)式套房●deluxesuite豪華套房●presidentialsuite總統(tǒng)套房III.Vocabulary&Usefulexpressions4.ItemsofclothesT-shirtT恤shorts短褲underwear內(nèi)衣underpants內(nèi)褲brassiere胸衣blouse（女）襯衫dress女裝，連衣裙skirt裙子

tie領(lǐng)帶scarf圍巾stockings長筒襪socks短襪III.Vocabulary&Usefulexpressions5.Wordsrelatedtolaundryservicedrycleaning干洗Dry-cleaningrecommended最好干洗Washing水洗Machinewashable可機洗Donotwash不可水洗Handwash手洗Coldwash冷水洗Warmwash溫水洗Donotwring不可擰干Donotspin不可脫水Donotsoak不可浸泡Bleaching漂白Nobleach不可漂白Dripdry滴干Linedry掛干Tumbledry烘干Ironandpressing熨燙Coldiron低溫熨燙Hotiron熱熨燙Irononwrongside反面熨燙Steamiron蒸汽熨燙2.UsefulExpressions1.MayIhelpyou?/WhatcanIdoforyou?

有什么需要幫助的嗎？2.MayIhaveyournameandphonenumber,please?

請問您的姓名和電話。3.Inwhosenamewasthereservationmade?

請問是以誰的名義預(yù)定的呢？4.Whatkindofroomwouldyoulike?

您想要哪種類型的房間?5.Forwhichdate?/Forwhen?

要預(yù)定哪一天？6.I’dliketobookaroom,please.

我想預(yù)定一個房間。

7.Whattimewillyoubearriving?/Whenwillyouarrive?

請問您幾點到達？8.I’msorry;butwe’refullybookedforthosedays.

不好意思，我們那幾天預(yù)定已滿。9.Sorry,we’reoverbooked.ButIcanrecommendyouanotherhotel.

對不起，我們預(yù)定已滿，不過我可以給您再推薦一家酒店。10.Doyoupreferafrontvieworarearview?

您想要朝街房還是背街房？11.CanyoukeepthesuiteblockedforMr.Hans?

您能為Hans先生保留這間套房嗎？12.WearelookingforwardtoseeingyounextSunday.

期待下周日您的到來。

13.I’malwaysatyourservice.

隨時樂意為您服務(wù)。14.Wouldyouliketocheckin,sir?

您要入住酒店嗎？15.I’dliketocheckin.

我想登記入住。16.Doyouhaveareservation?

請問您有預(yù)定嗎？17.Wouldyoupleasefillinthisregistrationform?

請?zhí)顚懸幌氯胱〉怯洷砗脝幔?8.MayIseeyourpassport,please?

請出示您的護照。19.Couldyoupleasesignhere?

請在此處簽名。20.Thebellmanwillshowyouuptoyourroom.

行李員會帶您到房間。21.Ourcheck-intimeis2o’clockintheafternoon.Wouldyoumindwaitinguntilthen?

我們?nèi)胱〉怯浀臅r間是下午2點，請您等一下好嗎？22.IhavemadeareservationinthenameofGeorgeSmith.

我以GeorgeSmith的名義預(yù)定了一個房間。23.Doyouhaveanyroomsavailable?/Doyouhaveanyvacancies?有空房間嗎？24.Canyougivemeawake-upcallinthemorning?

您能早上叫醒我嗎？25.Canyoutelltheroommaidnottocleantheroominthemorning?Iwanttosleeplate.

能否告訴客房服務(wù)員不要在早上打掃房間，我想睡個懶覺。26.Wishyouapleasantstay.祝您在酒店住得愉快。27.Whattimewouldyoulikeustocleanyourroom?

您希望我們什么時候為您打掃房間呢？28.Thepillowcasesaredirty.Couldyouchangethemforme?

枕套臟了，請換一下好嗎？29.Ifyouareinahurry,wehaveatwo-hourexpresslaundryservice.如果您著急，我們有2小時的加急洗衣服務(wù)。30.Wecandeliveryourlaundrywithin4hoursata50%extracharge./Wecandeliveryourlaundrywithin4hours,butwecharge50%more.我們可以在4小時內(nèi)送回您的洗衣，加收50%的額外費用。31.Wehavedifferentservicessuchaswashing,dry-cleaning,ironingandmending.

我們提供不同種類的服務(wù)，如水洗、干洗、熨燙和縫補。32.Iwouldliketostoremylaptopinoneofyoursafe-depositboxes.

我想把我的筆記本電腦存放在酒店的保險柜里。33.Couldyougetarepairmantofixthewindow?

能派人來修理一下窗戶嗎？34.ThebathtubinRoom2135isoutoforder/service.Couldyoupleasesendsomeonetorepair/fixit?2135房間的浴缸壞了，請派人來修理一下好嗎？35.Thewatertapwasdrippingallnightlong.

水龍頭一晚上都在滴水。36.Iwouldliketohaveanadaptor./Ineedanadaptor.

我想要一個轉(zhuǎn)換插頭。37.ThisisRoom1105，Canyousendmeaniron,please?

這是1105房間，請送一個電熨斗。38.TheTVsetinmyroomdoesn’tgiveclearpictures.

我房間的電視圖像不清楚。39.Pleaseacceptmyapologyonbehalfofthehotel.

請接受我代表酒店向您道歉。40.Wehavefreeinternetservice./Youcanuseinternetintheroomforfree.

在房間上網(wǎng)是免費的。41.Theroomenjoystheocean/seaview

這個房間是海景房。42.Thisisyourroomkey.Ourbellboywillshowyoutoyourroom.

這是您房間的鑰匙。我們的行李員會帶您去房間。43.Thehotelprovidesfreeshoeshiningserviceforitsguests.

酒店為客人提供免費的擦鞋服務(wù)。44.What’stherateofthisservice?

這項服務(wù)怎么收費？45.Thebaby-sittingservicecharges20yuanperhour,withaminimumof4hours.

托兒服務(wù)每小時收費20元，最低從4小時開始計費。46.Herearethreekindsofmedicinesforstomachache.Wouldyoulikemetoreadtheinstructionstoyou?

這里有三種治療胃痛的藥，需要我給您讀一下說明嗎？47.Goodevening.MayIdotheturn-downserviceforyounow?

現(xiàn)在可以為您開夜床嗎？48.MayIvacuumtheblanketforyounow?

我可以為地毯吸塵嗎？49.Whenwouldyoulikemetoturnonthelights(foryou)?

什么時候能為您把燈打開嗎？50.Ijusthadabathanditisamessinthebathroom.Couldyoucleanthebathroomalittle?

我剛洗過澡，浴室里亂糟糟的，你能稍微收拾一下浴室嗎？IV.ReadingMaterials.Passage1FrontOfficeOrganizationalStructure

Thefrontofficeofahotelisperhapsthemostimportantareaoftheorganization.Theemployeesthatmakeuphisdepartmentarethefirstandsometimesonlyrepresentativesoftheestablishmentwithwhomguestsinteract.Althoughtheorganizationalstructureofthehotel’sfrontofficevariesdependinguponwhetherthefacilityisasmallbusinessoralargeresort,certainrolesarefoundwithinallorganizations.

FrontDeskManagerThefrontofficemanagerorfrontdesksupervisoroverseesallfrontofficeoperationsforthehotel.Asstaffmanager,thisindividualschedulesemployeestoensurethatthereispropercoverageatalltimes.Shealsoimplementsanypoliciesorproceduresthatareadministeredbyhotelmanagement.WhenVIPs,suchascelebritiesordignitaries,stayattheestablishment,sheisoftenresponsibleforgivingthemthepersonalattentiontheyrequire.Inmostinstances,thefrontdeskmanagerreportstothehotel’sgeneralmanager.ReservationsThereceptionandreservationsemployeesofahotelfrontofficeinteractwithgueststhemost.ReservationclerkscommunicatewithperspectivetheguestsviathetelephoneandInternet,schedulingtheirstaysanddocumentinganyspecialneedstheymayhave.Forexample,ifaguestrequestsaroomonanonsmokingfloor,thereservationclerkwillmakespecialnoteofthis,sothatanappropriateroomwillbereadywhentheguestarrives.ReceptionWhenguestsarrive,frontdeskclerkscheckthemin,imputingtheirnamesintothefacilitiesregistry,assigningthemtoaroomandansweringanybasicquestionsorrequeststheguestsmayhavethroughouttheirstay.Forexample,aguestmaycallthefrontdesktoreportaleakybathroomfaucet.Theclerkwouldthencontactthemaintenancedepartmentsothattheappropriaterepairscanbemade.Attheendoftheguests’stay,afrontdeskclerkchecksthemout.Inaddition,theclerkreportsanyconcernstheguestmanhadtomanagement.

PorterServiceAhotelbellhoporportergreetsguestsoncetheycheckedintotheestablishment.Thisindividualcarriestheguests’luggagewhileshowingthemtotheirroom.Ensuringthateverythingintheroomisinorderandproperlyworking,theporterchecksroomequipment,suchaslightingandventilation.Hemayalsoinstructvisitorsintheoperationofhotelsystems,suchasthetelevisionremotecontrolandtelephones.ConciergeTheconciergeofahotelisafrontofficeprofessionalwhocoordinatesguests’entertainments,travelandotheractivities.Anytimeguestshaveaquestion,suchasdirectionstolocalattractions,shefindstheanswerasquicklyaspossible.Inaddition,shemakesrestaurantreservations,orderscarserviceandmayevenarrangepersonalshoppingfortheguests.Passage2TheHousekeepingDepartmentinaHotelAsoneofthemostintegraldepartmentswithinthehotel,theHousekeepingDepartmentisresponsiblefortheimmaculatecareandupkeepofallguestroomsandpublicspaces.Thelaundryandvaletserviceandmanypersonalservicesarealsopartsoftheirjobs.Inacompetitivehotelmarket,itisserviceandcleanlinessthatreallymakeanimpactonyourguestsanddeterminewhethertheywillreturn.TheHousekeepingDepartmentisheadedbytheexecutivehousekeeperanditsstaffincludeshousemaids,housemen(roomboys),floorclerks,linenroomattendants,andseamstresses.Suchhousekeepingstaffasfloorclerks,house-maidsandroomboysallhavedirectcontactwiththeguestandcontributetotheguests’overallexperiencewiththehotel.Thejobofahousemaidorhousemanisespeciallyimportant,foracomfortable,clean,quietandwell-appointedroomwithalargesoftbediswhateverytravelerlooksforattheendofhisorherjourneyoraday’ssightseeing.Well,anuncleanwastebasketorbathtub,ornotcompletelydriedbadsheetcanupsetatiredguestandleadstoabadimpressiononthehotel.Thisdepartmentisrequiredtomaketheguests’staycomfortableandpleasing.Anyreasonablerequestmustbefulfilled.Butgoodservicemeansmorethanfulfillingrequests.Thestaffshouldoffertodomorefortheguests.Asaroomattendant,yourmaindutieswouldinclude:-Introducingroomfacilities-Makinguprooms-Makingorchangingbeds-Dustingfurniture-Cleaningfloorsandcarpets-Washingbathrooms-Replacingtowels-Offeringlaundryservice-Doingturn-downserviceRoomattendantsalsoofferotherpersonalservicestosatisfyguests’needs,suchaswake-upservice,shoeshineserviceandbaby-sitting.Wheneverandwhereverpossible,thestaffshouldoffertomeetguests’personalrequirements.Finally,tobecompetenthotelstaff,theyshouldbecapableofhandlingwithunexpectedemergencyandtrytominimizethedamageofnegativeinfluence.V.KnowledgeExpansionI.語言指南1.Hotelkeepingisknownasthe“hospitalityindustry”(殷勤行業(yè))or“courtesyindustry”（禮貌行業(yè)）or“serviceindustry”.Ouraimistocreatea“homeawayfromhome”forallourguests.Webelieveinold-fashionedgoodmannersandpoliteness.Practicethesetilltheybecomesecondnature---tillyouarecourteousautomatically.2.AlwaysremembertopracticetraditionalChinesehospitality.3.Giveguestsyourbestinserviceandinkind.4.Letthemhavequietnessandprivacy–unobtrusiveservice.5.Anticipatetheirneeds---don’twaitforthemtoask.6.Givewaytothem(standasideandletthemgofirst).7.Alwaysremembertolookfor“cuesintheenvironment”(察言觀色)whendealingwithguests---thoselittlehintstotellusiftheyarehappy,satisfied,comfortable.Thiswillhelpustoavoidmakingthemdiscontentedandangry.Beforethepointisreachedwhenguestcomplain,weshouldhavenoticetheirdissatisfaction:-tightenedfacialexpressions-impatientmovementsoffingersorfeet-asharptoneorvoiceWhenthese“cues”appear,weshouldimmediatelyapologize,andputthingsright.8.Differentcultureshavedifferentsetsofetiquetteandacceptablewaysofbehaving.e.g.Westernersdonotthinkit’srudetocontradictordisagree.WhiletomanyinChina,thisisnotacceptable.9.InChina,however,weoftenlaughtohideourignoranceorwhenembarrassed.Westernersmaythinkyouarelaughingatthem.10.Goodmannersmeanyouneverknowinglyupsetanyone.彬彬有禮意味著你決不令人難堪11.Honestyisthebestpolicy.II.知識鏈接：Burjal-Arab–ultimateluxuryTheBurjal-ArabinDubaiistheworld’stallesthotelbuilding.At321meters,itistallerthantheEiffelTowerandonly60metersshorterthantheEmpireStatesBuildinginNe