SHERATON喜来登星级酒店英语培训.pdf

S SH HE ER RA AT TO ON N 喜喜来来登登星星级级酒酒店店英英语语培培训训 Revised at 2 pm on December 25,2020.【最新资料，【最新资料，WORDWORD 文档，可编辑修改】文档，可编辑修改】Chapter 1.Courtesy EnglishChapter 1.Courtesy EnglishVOCABULARYVOCABULARYUnit 1Unit 1：GREETING&FAREWELLSGREETING&FAREWELLSwelcome欢迎 friend朋友 farewell告别identify识别 definitely肯定 safe安全的enjoy喜欢 pleased高兴 sure当然PHRASES ON THE JOBPHRASES ON THE JOBGood morning Good afternoonWelcome back Hi Good evening早上好下午好晚上好欢迎回来嗨Hellothank you,and you How do you do How are you Fine,你好你好你好吗很好，谢谢，你呢Fine,thanks,and you?Good-bye for nowGood-bye Good night很好，谢谢，你呢再见晚安再见It was nice to see you again.Have a good evening See you later.nice seeing you.It was很高兴又见到你。晚上愉快。回头见。很高兴见到你。Have a good weekendHave a safe tripHope to see you again Have a good day周末愉快。一路平安。祝您愉快。希望再见到您。Thank you for coming(Thanks for coming)again Look forward to seeing you感谢光临。盼望再见到您。LISTEN TO THE CONVERSATIONLISTEN TO THE CONVERSATIONListen to the guest and then fill the gap in each sentence.The guests name is .The staffs name is .The guest will today.Hell live in next time he comes.TALKING TO THE GUESTTALKING TO THE GUESTStaff:Good morning.Mr.Smith.How are you today?Guest:Good morning.Jane.Im fine,thanks,and you?Staff:Im fine too.Are you checking-out today?Guest:yes,I think soStaff:Did you enjoy your stay here?Guest:Yes,I did.Staff:I hope our service is to your satisfactionGuest:Sure.Im very pleased with everything here.Staff:Thank you.I wish you a nice trip home and look forward to seeing you again.Guest:Thank you.Ill definitely come to the Sheraton next time Im in Tianjin.Find a partner and play the roles of the staff and the guest who will be on holiday soon.PAIR WORKPAIR WORKThe more I study,the more I know.The more I know,the more I forget.The more I forget,the less I know.So why study?OXFORD HUMOUROXFORD HUMOURUNIT 2:UNIT 2:INTRODUCTIONSINTRODUCTIONSVOCABULARYVOCABULARY.introducemeetpleased介绍 happy高兴 spell out会见 glad拼写出来高兴 first name名高兴 nice很好 last name姓My name is John Smithmeeting youPHRASES ON THE JOBPHRASES ON THE JOB Its nice to meet you.Its nice我叫约翰.史密斯。很高兴见到您。很高兴见到您。Im Mary Copperglad to meet you.Im pleased to meet youIm我叫玛丽.库伯。很高兴见到您。很高兴见到您。Let me introduce you to John SmithId like to introduce you to Mary Copper.我把你介绍给约翰.史密斯。我想把你介绍给玛丽。Id like you to meet Mr.Thomson.I dont think weve met before希望你认识一下托玛斯先生。我想我们以前没见过。Have we met before?Youre new here,arent you?我们以前见过面吗你是新来的，对吗LISTEN TO THE CONVERSATIONLISTEN TO THE CONVERSATIONTALKING TO THE GUESTTALKING TO THE GUEST：Staff:Good morning,sir,May I know your name?Guest:Certainly.My name is John SmithStaff:Would you please spell your last name?Guest:Sure.P-a-r-k-I-n-s-o-n,Parkinson.Staff:How do you do Mr.Parkinson Welcome to our hotelGuest:How do you do Very nice to meet you.Staff:Hope youll enjoy you stay here.Guest:I think I willStaff:See you later.Guest:See you.Introduce yourself to a partner.PAIR WORKPAIR WORKPut in articles where needed.A:Would you like cold milk?B:Yes,please.Id like glass of beer if youve got it.A:Ill go and have a look in kitchen.Yes,theres bottle here,but it isnt coldB:Never mind.Can I have piece of ice in it?A:Sure.There is quite a lot in refrigerator.IDIOMSIDIOMS：No pain no gain.As busy as a bee.Hand and foot.As proud as a peacock.As hungry as a wolfBeat about the bush.EXERCISEEXERCISEUNIT 3:UNIT 3:APOLOGIESAPOLOGIESVOCABULARYVOCABULARYExcuseforgive原谅 apologize原谅 mind请求原谅 mistake介意 assure错误保证Excuse meThats OkIm sorryPHRASES ON THE JOBPHRASES ON THE JOB please forgive me.打扰一下。对不起。请原谅。没什么。I do apologize Thats all right Please accept our apology.我很抱歉。没关系。请接受我们的 歉意。Would you please wait a momentsecond Would you mind waiting a请稍等好吗请稍等好吗I didnt mean for that to happen.again.I assure you it wont happen我是不想出这种事的。我向您保证以后不再发生这种事。Guest:Excuse me.I think there is a mistake in my bill.Staff:Im sorry to hear that.Ill check for you right away.Would you please wait amoment?Guest:OK.(a moment later)Staff:I do applogize,Mr.Smith.There is a mistake in your bill.I assure you itwont happenagain.Guest:Well,thats all rightTALKING TO THE GUESTTALKING TO THE GUESTPut in the missing word.Mr and Mrs Miller are from Austria.They often go shopping without their Germanthey cant to the taxi driver as they can a word of dont know how tohim where they want to go.And the driver doesnt know how to to them because hedosent German.Mr.Miller to himself.“I wish I could some Chinese.”EXERCISEEXERCISEUNIT 4:UNIT 4:OFFERING HELPOFFERING HELPAppreciateassist喜欢 grateful感谢 offer提供帮助 favor喜欢 desire犹豫 mind希望介意跟request要求 Besitatetrouble麻烦 welcome欢迎 follow mePHRASES ON THE JOBPHRASES ON THE JOBAnything I can do for you?let me know.VOCABULARYVOCABULARY If theres anything I can do to help,please我能为您做些什么如果有我能帮忙的话，请告诉我。Can I help you?not hesitate.If I can be of assistance.Please do我能帮忙吗如果要我帮忙，别犹豫，尽管讲。Do you need any help?Id be very glad to help you.要帮忙吗很高兴认识你。Can I give you a hand?If you wouldnt mind.要帮忙吗如果你不介意。If you dont mind.If its no trouble如果你不介意。如果不麻烦的话。Theres no h urry please take your time不着急。不着急。Going up?Going down.上楼吗下楼。Staff:Excuse me,May I help you?Guest:Yes,Im looking for my room.Staff:May I know your room number,please?Guest:Yes,my room number is 358.Staff:Thats at the other end of the corridor.Follow me.Please.Ill show you toyour room.Guest:Thank you.Its very kind of you.Staff:Its my pleasure to serve you.Please enjoy your stay.Guest:Yes.I will.Staff:Going up,sir?Guest:YesStaff:Watch your steps,please,The floor is wet.Guest:OK,Thank you.Staff:By the way,may I help you with your luggage?Guest:Sure,Thats very kind of you.Staff:Youre most welcomeLISTEN TO THE CONVERSATIONLISTEN TO THE CONVERSATIONFind a partner and play the roles of the guest and the staff.The guest wants to find the fitnesscenter.PAIR WORKPAIR WORKPut little,a little,few or a few into the sentences.We need more staffThere is milk left.Go and get some.He asked for more salt.EXERCISEEXERCISEUNIT 5:UNIT 5:THANKS AND REPLIESTHANKS AND REPLIESVOCABULARYVOCABULARYRepair 修理kitchen厨房wire的确 by the way顺便说一下电线 light灯noisy吵indeedElectrician 电器师colleague同事as soon as possible 尽可能早 help sb with sth帮助某人做某事PHRASE ON THE JOBPHRASE ON THE JOBThanksThank you very much谢谢。非常感谢。太感谢了。I appreciate that/itThat s very kind of you.You are so sweetThank you ever so much我很感激。你太好了。你真甜。Thank you just the sameyou.You re most welcomeIt s my pleasure to serve同样得感谢您。不客气。很荣幸为您服务。That s quite all rightIm pleased to be of services of youI know next to nothing.一点儿关系也没有。愿意为您效劳。我几乎一窍不通。Listen to the talk between the guest and the staff an then decide whether the followingstatements are right or wrong.The problem is in the bedroom.One of the lights is broken.Something is wrong with the TV as well.The electrician will repair the TV right away.LISTEN TO THE CONVERSATIONLISTEN TO THE CONVERSATIONStaff:Good afternoon.Miss Thomson.Im here to repair your light.Guest:That s very nice.It s this one in the kitchen.It doesn t workStaff:Let me have a look.Oh,a wire is loose.Now,it s all right.Guest:Yes,it is.Thank you very much indeed.Staff:It s my pleasure.Guest:By the way,my telephone is too noisy.Could you please help me with this?Staff:Sorry,Im an electrician.I know next to nothing about telephone.ButIll call mycolleague to come as soon as possible.Guest:OK.Thank you just the same.Staff:Not at all.Good-bye,Mrs.Thomson.Guest:Good-byeTALKING TO THE GUESTTALKING TO THE GUESTFind a partner and play the roles of the guest and the staff.The guest wants a baby cot.PAIR WORKPAIR WORKPut the verbs into correct tenses:A:Which country (be)you from,Ms.Miller?B:I (be)from Brazil.A:Did you (come)yesterday?B:No.I (come)the day before yesterday.A:So you (stay)here from 2 nightsB:Yes,and I leave for home tomorrow.EXERCISEEXERCISEUNIT 6UNIT 6：REQUESTS AND REPLIESREQUESTS AND REPLIESVOCABULARYVOCABULARYFavour喜欢over therelook for在那边do sb a favour 为某人帮助next to 紧挨者寻找request要求回答trouble麻烦problem问题Could you do me a favour帮我个忙Easy容易replyPHRASES ON THE JOBPHRASES ON THE JOBWould you please do me a favour能帮我个忙吗好吗Could I ask you a favourfavour for me帮我个忙好吗Could you do a帮我个忙好吗Could you possibly do a favour for me?帮我个忙好吗？Of course当然。No problembe glad to meet you没问题。No trouble at all.不麻烦。Id我会很高兴的。Listen to the talk between the guest and a staff and then answer 2 questions.Whats the guests request?Where could he find it?LISTEN TO THE CONVERSATIONLISTEN TO THE CONVERSATIONGuest:Excuse me.Staff:YesGuest:Could you please do me a favour?Staff:Certainly.What can I do for you?Guest:Im looking for the Sales DepartmentStaff:Thats easy.Its over there,next to the Information DeskGuest:I see,Thanks a lot.Staff:My pleasure.TALKING TO THE GUESTTALKING TO THE GUESTFind a partner and play the roles of a guest and a staff.The guest wants to send a letter.PAIR WORKPAIR WORKRespond to the following using“Neither,Either or So”I cant speak English.Christmas is an important holidayI dont like fish.Im very fond of sweet and sour pork.EXERCISEEXERCISEUNIT 7UNIT 7：LONG THIME NO SEELONG THIME NO SEEVOVABULARYVOVABULARYAge年代pretty 相当的granddaughteron holiday度假daughter女儿孙女 grandson孙儿叔、伯、舅 son儿子first cousin第一代表Aunt姨、姑、婶 uncle兄弟姐妹 second cousin 第二代表兄弟姐妹PHRASES ON THE JOBPHRASES ON THE JOBLong time no see.I havent seen you for ages.CongratulationsLISTEN TO THE CONVERSATIONListen to the talk between the guest and the staff and then fill in the table with theinformationThe guests name isShe wentShe has grandchildrenStaff:Good morning.How are you Ms.Jackson Havent seen you for ages.Guest:Yes.Long time no see.Im fine,thanks.How are you?Staff:Pretty well.Did you go on holiday?Guest:Yes,I went back home because my daughter had a baby.Staff:CongratulationsGuest:ThanksStaff:A girl or a boy?Guest:A girlStaff:So you have a granddaughter nowGuest:A granddaughter Ive got threeStaff:Three granddaughtersGuest:Yes,and a grandson as well.Staff:They must be very lovelyGuest:Sure.I enjoy them greatly.TALKING TO THE GUESTTALKING TO THE GUESTFind a partner and play the part of a guest and a staff.The guest went back home because herbrother was ill.PAIR WORKPAIR WORKUNIT 8UNIT 8：ASKING PEOPLE TO REPEATASKING PEOPLE TO REPEATVOCUBULARYVOCUBULARYReservation预定nationality澳大利亚人plan 计划请求On the fourth floor在四楼 repeat重国籍at least至少Im afraid恐怕AustralianPardon原谅Beg复 possible可能 intend 打算I beg your pardonI didnt我PHRASES ON THE JOBPHRASES ON THE JOBPardon?Please say it slowly.follow you没听清？没听懂。Would you please say it again?请您再说一遍好吗？请慢慢讲。我没听清。Listen to the conversation between the guest and the staff and then answer the followingquestions:When did the guest get to the hotelWhats his name and nationality?How long did he plan to stay?What room did the staff give him?LISTEN TO THE CONVERSATIONLISTEN TO THE CONVERSATIONStaff:Good evening,sir,do you have a reservation?Guest:No.Im afraid not.Staff:May I know your name,please?Guest:Yes,Im David WhiteStaff:Your nationality?Guest:Im AustralianStaff:Sorry,I beg your pardon?Guest:Im AustralianTALING TO THE GUESTTALING TO THE GUESTStaff:I see.How long do you intend to stay?Guest:At least a week.Possibly longer.Staff:Good.I can give you a room on the 4th floor,is that all right?Guest:Yes.Its quite all right.Thank you very much.Staff:Youre most welcome.ADDITIONAL EXPRESSION AND PHRASESSorry to have kept you waiting抱歉让您久等了。Excuse me for interrupting抱歉打扰一下了。It doesnt matter没关系。Please take your time别急。Ill try my best 我将尽力而为。Its my pleasure to serve you 为您服务很荣幸。May I call you back可以给您打回去吗？Can I assist you further还能给您帮什么忙吗Sit down at this table,please请坐这张桌子。Ill take care of that.我来处理这件事。Would you mind waiting for a moment请稍等，您介意吗One for the road走前再喝一杯。Ill have another on ice 我再要一杯加冰的。Follow me,please.请跟我来。Welcome back欢迎您回来。Let me help you我来帮您。There is no hurry别着急。Ill be with you in a moment 我马上就来。After you.您先请。Chapter 2 General EnglishChapter 2 General EnglishThe hospitality industry in Chian is a growing industry with unique challenges.Thesechallenges will be met by motivated and well trained professionals such as yourself.TheEnglish language is a tool that will enable you to communicate with a majority of the guestsyou meet a Sheraton.In addition,a new world of information and resources will be open toyou as you can learn from people form different countries and cultures.In todays ever increasing competitive enviroment,the most valuable employeses are thosepeople who have the ability to work in many different areas of the hotel.We call this ability“multi-skilled”,and in China one of the biggest barriers to achieving this goal is the languagebarrier.Study hard,strive for excellence,and remember that at all times you represent Sheraton toour guests.,other employees,and the community.Every week we spend 5 days or more perweek at work.Why not make this time an investment in your future by taking on moreresponsibilities,being proactive,and learning as much as you can about our dynamicPEOPLE DRIVEN industryWith your new found“multi-skilled”English abilities and SGSS I guarantee you will have abright,rewarding,and successful future!UNIT 1:UNIT 1:FINDING PLACESFINDING PLACESVOCABULARYVOCABULARYFaxoff下传真 missleft左错过right右colleague同事lift电梯getsend 发达Take乘 then 然后Front Office前台Business Centre商务中心Could you please tell me?请你告诉我好吗？PHRASES ON THE JOBPHRASES ON THE JOB在二楼。Its on the second floorIts on the right side of the corridorTurn left在走廊的右边。左拐。Listen to the conversation between the staff and the guest and then fill in the blanksThe guest wants to send aHe should go toHe may go byIts on the floorLISTEN TO THE GUESTLISTEN TO THE GUESTStaff:Good morning,madam.Can I help you?Guest:Yes.Could you please tell me where I can send a fax?Staff:You may go the Business Centre.My colleague there can do it for you.Guest:But where is the Business Centre?Staff:Its on the second floor,just above the Front Office.You may take the lifthere,get off onthe second，and then turn left.The Business Centre is on the right side of thecorridor.You cant miss it.Guest:Thank you very much.Youve been of great help.Staff:Its my pleasure to be of service.TALKING TO THE GUESTTALKING TO THE GUESTThe guest wants to find the apartment buildingFind a partner and play the role of the guest and the staff.PAIR WORKPAIR WORKMake sentences with the following phrases:Youd betterGet ready for/toHave a day offin timeSet the tablelook forward toUsing what you have learnedUsing what you have learnedUNIT 2UNIT 2：VOCABULARYVOCABULARYTIMETIMEBeijing Time 北京时间correct 正确的ratespecial 特殊的价格seem似乎in the morningdowntown市中心rate价格Cheaper里更便宜在早上at night夜urgent 紧急的Hour小时difference不同、差别oclock钟Id better make the call in the evening我最好晚上打电话。PHRASES ON THE JOBPHRASES ON THE JOBTheres a time difference of 6 hours.时差 6小时。Thats great太棒了。分。Is it the correct time?时间准吗？Its 5:50 by my watch.我的表是 5 点 50Listen to the talk between the guest and the staff and then decide whether the statements areright or wrong.Its 2:35 in the afternoonYes/No.The guest wants to make a call to PolandYes/NoThe special night rates start from 9:00 pmYes/NoThe time difference is 3 hoursYes/No.LISTEN TO THE GUESTLISTEN TO THE GUESTGuest:Excuse me.What time is