SHERATON喜来登酒店英语培训45页教学提纲.doc

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1、Good is good, but better carries it.精益求精，善益求善。SHERATON喜来登酒店英语培训45页-Chapter1.CourtesyEnglishUnit1：GREETING&FAREWELLSVOCABULARYwelcome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trip旅游weekend周末again再lookforwardto盼望satisfaction满意PHRASESONTHEJOBGoodmorningGoodafternoonGoodeven

2、ingWelcomebackHi早上好下午好晚上好欢迎回来嗨HelloHowdoyoudo?Howareyou?Fine,thankyou,andyou?你好你好你好吗？很好，谢谢，你呢？Fine,thanks,andyou?Good-byeGoodnightGood-byefornow很好，谢谢，你呢？再见晚安再见Itwasnicetoseeyouagain.HaveagoodeveningSeeyoulater.Itwasniceseeingyou.很高兴又见到你。晚上愉快。回头见。很高兴见到你。HaveagoodweekendHaveasafetripHaveagooddayHopeto

3、seeyouagain周末愉快。一路平安。祝您愉快。希望再见到您。Thankyouforcoming(Thanksforcoming)Lookforwardtoseeingyouagain感谢光临。盼望再见到您。LISTENTOTHECONVERSATIONListentotheguestandthenfillthegapineachsentence.Theguestsnameis.Thestaffsnameis.Theguestwilltoday.l Hellliveinnexttimehecomes.TALKINGTOTHEGUESTStaff:Goodmorning.Mr.Smith.H

4、owareyoutoday?Guest:Goodmorning.Jane.Imfine,thanks,andyou?Staff:Imfinetoo.Areyouchecking-outtoday?Guest:yes,IthinksoStaff:Didyouenjoyyourstayhere?Guest:Yes,Idid.Staff:IhopeourserviceistoyoursatisfactionGuest:Sure.Imverypleasedwitheverythinghere.Staff:Thankyou.Iwishyouanicetriphomeandlookforwardtosee

5、ingyouagain.Guest:Thankyou.IlldefinitelycometotheSheratonnexttimeIminTianjin.PAIRWORKFindapartnerandplaytherolesofthestaffandtheguestwhowillbeonholidaysoon.OXFORDHUMOURThemoreIstudy,themoreIknow.ThemoreIknow,themoreIforget.ThemoreIforget,thelessIknow.Sowhystudy?UNIT2:INTRODUCTIONSVOCABULARY.introduc

6、e介绍happy高兴spellout拼写出来meet会见glad高兴firstname名pleased高兴nice很好lastname姓certainly当然了pleasure高兴enjoy喜欢PHRASESONTHEJOBMynameisJohnSmithItsnicetomeetyou.Itsnicemeetingyoui.我叫约翰.史密斯。很高兴见到您。很高兴见到您。ImMaryCopperImpleasedtomeetyouImgladtomeetyou.我叫玛丽.库伯。很高兴见到您。很高兴见到您。LetmeintroduceyoutoJohnSmithIdliketointroduc

7、eyoutoMaryCopper.我把你介绍给约翰.史密斯。我想把你介绍给玛丽。IdlikeyoutomeetMr.Thomson.Idontthinkwevemetbefore希望你认识一下托玛斯先生。我想我们以前没见过。Havewemetbefore?Yourenewhere,arentyou?我们以前见过面吗？你是新来的，对吗？LISTENTOTHECONVERSATIONTALKINGTOTHEGUEST：Staff:Goodmorning,sir,MayIknowyourname?Guest:Certainly.MynameisJohnSmithStaff:Wouldyoupleas

8、espellyourlastname?Guest:Sure.P-a-r-k-I-n-s-o-n,Parkinson.Staff:HowdoyoudoMr.Parkinson?WelcometoourhotelGuest:Howdoyoudo?Verynicetomeetyou.Staff:Hopeyoullenjoyyoustayhere.Guest:IthinkIwillStaff:Seeyoulater.Guest:Seeyou.PAIRWORKIntroduceyourselftoapartner.EXERCISEPutinarticleswhereneeded.A:Wouldyouli

9、kecoldmilk?B:Yes,please.Idlikeglassofbeerifyouvegotit.A:Illgoandhavealookinkitchen.Yes,theresbottlehere,butitisntcoldB:Nevermind.CanIhavepieceoficeinit?A:Sure.Thereisquitealotinrefrigerator.IDIOMS：Nopainnogain.Asbusyasabee.Handandfoot.Asproudasapeacock.AshungryasawolfBeataboutthebush.UNIT3:APOLOGIES

10、VOCABULARYExcuse原谅apologize请求原谅mistake错误forgive原谅mind介意assure保证sorry对不起Rightaway马上happen发生bill帐单check检查PHRASESONTHEJOBExcusemeImsorrypleaseforgiveme.ThatsOk打扰一下。对不起。请原谅。没什么。IdoapologizeThatsallrightPleaseacceptourapology.我很抱歉。没关系。请接受我们的歉意。Wouldyoupleasewaitamoment?Wouldyoumindwaitingasecond?请稍等好吗？请稍

11、等好吗？Ididntmeanforthattohappen.Iassureyouitwonthappenagain.我是不想出这种事的。我向您保证以后不再发生这种事。TALKINGTOTHEGUESTGuest:Excuseme.Ithinkthereisamistakeinmybill.Staff:Imsorrytohearthat.Illcheckforyourightaway.Wouldyoupleasewaitamoment?Guest:OK.(amomentlater)Staff:Idoapplogize,Mr.Smith.Thereisamistakeinyourbill.Iass

12、ureyouitwonthappenagain.Guest:Well,thatsallrightEXERCISEPutinthemissingword.MrandMrsMillerarefromAustria.TheyoftengoshoppingwithouttheirGermanguide.ButtheycanttothetaxidriverastheycanawordofChinese.Theydontknowhowtohimwheretheywanttogo.AndthedriverdoesntknowhowtotothembecausehedosentGerman.Mr.Miller

13、tohimself.“IwishIcouldsomeChinese.”UNIT4:OFFERINGHELPVOCABULARYAppreciate喜欢grateful感谢offer提供assist帮助favor喜欢desire希望request要求Besitate犹豫mind介意trouble麻烦welcome欢迎followme跟corridor走廊Show展示serve服务end尽头PHRASESONTHEJOBAnythingIcandoforyou?IftheresanythingIcandotohelp,pleaseletmeknow.我能为您做些什么？如果有我能帮忙的话，请告诉我。

14、CanIhelpyou?IfIcanbeofassistance.Pleasedonothesitate.我能帮忙吗？如果要我帮忙，别犹豫，尽管讲。Doyouneedanyhelp?Idbeverygladtohelpyou.要帮忙吗？很高兴认识你。CanIgiveyouahand?Ifyouwouldntmind.要帮忙吗？如果你不介意。Ifyoudontmind.Ifitsnotrouble如果你不介意。如果不麻烦的话。Theresnohurrypleasetakeyourtime不着急。不着急。Goingup?Goingdown.上楼吗？下楼。LISTENTOTHECONVERSATIO

15、NStaff:Excuseme,MayIhelpyou?Guest:Yes,Imlookingformyroom.Staff:MayIknowyourroomnumber,please?Guest:Yes,myroomnumberis358.Staff:Thatsattheotherendofthecorridor.Followme.Please.Illshowyoutoyourroom.Guest:Thankyou.Itsverykindofyou.Staff:Itsmypleasuretoserveyou.Pleaseenjoyyourstay.Guest:Yes.Iwill.Staff:

16、Goingup,sir?Guest:YesStaff:Watchyoursteps,please,Theflooriswet.Guest:OK,Thankyou.Staff:Bytheway,mayIhelpyouwithyourluggage?Guest:Sure,Thatsverykindofyou.Staff:YouremostwelcomePAIRWORKFindapartnerandplaytherolesoftheguestandthestaff.Theguestwantstofindthefitnesscenter.EXERCISEPutlittle,alittle,fewora

17、fewintothesentences.WeneedmorestaffThereismilkleft.Goandgetsome.Heaskedformoresalt.UNIT5:THANKSANDREPLIESVOCABULARYRepair修理kitchen厨房wire电线light灯noisy吵indeed的确bytheway顺便说一下Electrician电器师colleague同事assoonaspossible尽可能早helpsbwithsth帮助某人做某事PHRASEONTHEJOBThanksThankyouverymuchThankyoueversomuch谢谢。非常感谢。太感

18、谢了。Iappreciatethat/itThatsverykindofyou.Youaresosweet我很感激。你太好了。你真甜。ThankyoujustthesameYouremostwelcomeItsmypleasuretoserveyou.同样得感谢您。不客气。很荣幸为您服务。ThatsquiteallrightImpleasedtobeofservicesofyouIknownexttonothing.一点儿关系也没有。愿意为您效劳。我几乎一窍不通。LISTENTOTHECONVERSATIONListentothetalkbetweentheguestandthestaffan

19、thendecidewhetherthefollowingstatementsarerightorwrong.Theproblemisinthebedroom.Oneofthelightsisbroken.SomethingiswrongwiththeTVaswell.TheelectricianwillrepairtheTVrightaway.TALKINGTOTHEGUESTStaff:Goodafternoon.MissThomson.Imheretorepairyourlight.Guest:Thatsverynice.Itsthisoneinthekitchen.Itdoesntwo

20、rkStaff:Letmehavealook.Oh,awireisloose.Now,itsallright.Guest:Yes,itis.Thankyouverymuchindeed.Staff:Itsmypleasure.Guest:Bytheway,mytelephoneistoonoisy.Couldyoupleasehelpmewiththis?Staff:Sorry,Imanelectrician.Iknownexttonothingabouttelephone.ButIllcallmycolleaguetocomeassoonaspossible.Guest:OK.Thankyo

21、ujustthesame.Staff:Notatall.Good-bye,Mrs.Thomson.Guest:Good-byePAIRWORKFindapartnerandplaytherolesoftheguestandthestaff.Theguestwantsababycot.EXERCISEPuttheverbsintocorrecttenses:A:Whichcountry(be)youfrom,Ms.Miller?B:I(be)fromBrazil.A:Didyou(come)yesterday?B:No.I(come)thedaybeforeyesterday.A:Soyou(s

22、tay)herefrom2nightsB:Yes,andIleaveforhometomorrow.UNIT6：REQUESTSANDREPLIESVOCABULARYFavour喜欢overthere在那边dosbafavour为某人帮助nextto紧挨者lookfor寻找request要求Easy容易reply回答trouble麻烦problem问题PHRASESONTHEJOBWouldyoupleasedomeafavour?Couldyoudomeafavour?能帮我个忙吗？帮我个忙好吗？CouldIaskyouafavour?Couldyoudoafavourforme?帮我个忙

23、好吗？帮我个忙好吗？Couldyoupossiblydoafavourforme?Ofcourse帮我个忙好吗？当然。NoproblemNotroubleatall.Idbegladtomeetyou没问题。不麻烦。我会很高兴的。LISTENTOTHECONVERSATIONListentothetalkbetweentheguestandastaffandthenanswer2questions.Whatstheguestsrequest?Wherecouldhefindit?TALKINGTOTHEGUESTGuest:Excuseme.Staff:YesGuest:Couldyouple

24、asedomeafavour?Staff:Certainly.WhatcanIdoforyou?Guest:ImlookingfortheSalesDepartmentStaff:Thatseasy.Itsoverthere,nexttotheInformationDeskGuest:Isee,Thanksalot.Staff:Mypleasure.PAIRWORKFindapartnerandplaytherolesofaguestandastaff.Theguestwantstosendaletter.EXERCISERespondtothefollowingusing“Neither,E

25、itherorSo”IcantspeakEnglish.ChristmasisanimportantholidayIdontlikefish.Imveryfondofsweetandsourpork.UNIT7：LONGTHIMENOSEEVOVABULARYAge年代pretty相当的onholiday度假daughter女儿granddaughter孙女grandson孙儿Aunt姨、姑、婶uncle叔、伯、舅son儿子firstcousin第一代表兄弟姐妹secondcousin第二代表兄弟姐妹PHRASESONTHEJOBLongtimenosee.Ihaventseenyoufora

26、ges.CongratulationsLISTENTOTHECONVERSATIONListentothetalkbetweentheguestandthestaffandthenfillinthetablewiththeinformationTheguestsnameisShewentShehasgrandchildrenTALKINGTOTHEGUESTStaff:Goodmorning.HowareyouMs.Jackson?Haventseenyouforages.Guest:Yes.Longtimenosee.Imfine,thanks.Howareyou?Staff:Prettyw

27、ell.Didyougoonholiday?Guest:Yes,Iwentbackhomebecausemydaughterhadababy.Staff:CongratulationsGuest:ThanksStaff:Agirloraboy?Guest:AgirlStaff:SoyouhaveagranddaughternowGuest:Agranddaughter?IvegotthreeStaff:ThreegranddaughtersGuest:Yes,andagrandsonaswell.Staff:TheymustbeverylovelyGuest:Sure.Ienjoythemgr

28、eatly.PAIRWORKFindapartnerandplaythepartofaguestandastaff.Theguestwentbackhomebecauseherbrotherwasill.UNIT8：ASKINGPEOPLETOREPEATVOCUBULARYReservation预定nationality国籍atleast至少Imafraid恐怕Australian澳大利亚人plan计划Pardon原谅Beg请求Onthefourthfloor在四楼repeat重复possible可能intend打算PHRASESONTHEJOBPardon?Pleasesayitslowl

29、y.IbegyourpardonIdidntfollowyou没听清？请慢慢讲。我没听清。我没听懂。Wouldyoupleasesayitagain?请您再说一遍好吗？LISTENTOTHECONVERSATIONListentotheconversationbetweentheguestandthestaffandthenanswerthefollowingquestions:WhendidtheguestgettothehotelWhatshisnameandnationality?Howlongdidheplantostay?Whatroomdidthestaffgivehim?TALI

30、NGTOTHEGUESTStaff:Goodevening,sir,doyouhaveareservation?Guest:No.Imafraidnot.Staff:MayIknowyourname,please?Guest:Yes,ImDavidWhiteStaff:Yournationality?Guest:ImAustralianStaff:Sorry,Ibegyourpardon?Guest:ImAustralianStaff:Isee.Howlongdoyouintendtostay?Guest:Atleastaweek.Possiblylonger.Staff:Good.Icang

31、iveyouaroomonthe4thfloor,isthatallright?Guest:Yes.Itsquiteallright.Thankyouverymuch.Staff:Youremostwelcome.ADDITIONALEXPRESSIONANDPHRASESSorrytohavekeptyouwaiting抱歉让您久等了。Excusemeforinterrupting抱歉打扰一下了。Itdoesntmatter没关系。Pleasetakeyourtime别急。Illtrymybest我将尽力而为。Itsmypleasuretoserveyou为您服务很荣幸。MayIcallyo

32、uback可以给您打回去吗？CanIassistyoufurther?还能给您帮什么忙吗？Sitdownatthistable,please请坐这张桌子。Illtakecareofthat.我来处理这件事。Wouldyoumindwaitingforamoment?请稍等，您介意吗？Onefortheroad走前再喝一杯。Illhaveanotheronice我再要一杯加冰的。Followme,please.请跟我来。Welcomeback欢迎您回来。Letmehelpyou我来帮您。Thereisnohurry别着急。Illbewithyouinamoment我马上就来。Afteryou.您

33、先请。Chapter2GeneralEnglishThehospitalityindustryinChianisagrowingindustrywithuniquechallenges.Thesechallengeswillbemetbymotivatedandwelltrainedprofessionalssuchasyourself.TheEnglishlanguageisatoolthatwillenableyoutocommunicatewithamajorityoftheguestsyoumeetaSheraton.Inaddition,anewworldofinformationa

34、ndresourceswillbeopentoyouasyoucanlearnfrompeopleformdifferentcountriesandcultures.Intodayseverincreasingcompetitiveenviroment,themostvaluableemployesesarethosepeoplewhohavetheabilitytoworkinmanydifferentareasofthehotel.Wecallthisability“multi-skilled”,andinChinaoneofthebiggestbarrierstoachievingthi

35、sgoalisthelanguagebarrier.Studyhard,striveforexcellence,andrememberthatatalltimesyourepresentSheratontoourguests.,otheremployees,andthecommunity.Everyweekwespend5daysormoreperweekatwork.Whynotmakethistimeaninvestmentinyourfuturebytakingonmoreresponsibilities,beingproactive,andlearningasmuchasyoucana

36、boutourdynamicPEOPLEDRIVENindustry?Withyournewfound“multi-skilled”EnglishabilitiesandSGSSIguaranteeyouwillhaveabright,rewarding,andsuccessfulfuture!UNIT1:FINDINGPLACESVOCABULARYFax传真miss错过colleague同事lift电梯getoff下left左right右send发达Take乘then然后FrontOffice前台BusinessCentre商务中心PHRASESONTHEJOBCouldyouplease

37、tellme?Itsonthesecondfloor请你告诉我好吗？在二楼。ItsontherightsideofthecorridorTurnleft在走廊的右边。左拐。LISTENTOTHEGUESTListentotheconversationbetweenthestaffandtheguestandthenfillintheblanksTheguestwantstosendaHeshouldgotoHemaygobyItsonthefloorTALKINGTOTHEGUESTStaff:Goodmorning,madam.CanIhelpyou?Guest:Yes.Couldyoupl

38、easetellmewhereIcansendafax?Staff:YoumaygotheBusinessCentre.Mycolleaguetherecandoitforyou.Guest:ButwhereistheBusinessCentre?Staff:Itsonthesecondfloor,justabovetheFrontOffice.Youmaytakethelifthere,getoffonthesecond，andthenturnleft.TheBusinessCentreisontherightsideofthecorridor.Youcantmissit.Guest:Tha

39、nkyouverymuch.Youvebeenofgreathelp.Staff:Itsmypleasuretobeofservice.PAIRWORKTheguestwantstofindtheapartmentbuildingFindapartnerandplaytheroleoftheguestandthestaff.UsingwhatyouhavelearnedMakesentenceswiththefollowingphrases:YoudbetterGetreadyfor/toHaveadayoffintimeSetthetablelookforwardtoUNIT2：TIMEVO

40、CABULARYBeijingTime北京时间special特殊的rate价格correct正确的rate价格seem似乎Cheaper更便宜inthemorning在早上atnight夜里urgent紧急的downtown市中心Hour小时difference不同、差别oclock钟PHRASESONTHEJOBTheresatimedifferenceof6hours.Idbettermakethecallintheevening时差6小时。我最好晚上打电话。ThatsgreatIsitthecorrecttime?Its5:50bymywatch.太棒了。时间准吗？我的表是5点50分。L

41、ISTENTOTHEGUESTListentothetalkbetweentheguestandthestaffandthendecidewhetherthestatementsarerightorwrong.Its2:35intheafternoonYes/No.TheguestwantstomakeacalltoPolandYes/NoThespecialnightratesstartfrom9:00pmYes/NoThetimedifferenceis3hoursYes/No.TALINGTOTHEGUESTGuest:Excuseme.Whattimeisitnow?Staff:Its

42、2:25bymywatch;Guest:Isitthecorrecttime?Staff:Yes,Ithinkso.Guest:YouuseBeijingTimehere,dontyou?Staff:Yes,wedoGuest:DoyouknowwhattimeitisnowinHolland?Staff:Iguestitisabouthalfpasteightinthemorning.Thereisatimedifferenceof6hoursGuest:Isee.Iwanttocallbackhome.ItseemsIdbettermakethecallintheeveningStaff:

43、Ithinksoifnothingisurgent,becausetherearespecialratesatnightafter9:00Guest:Doyoumeancheaper?Staff:YesGuest:Thatsgreat.ThankyouStaff:MypleasurePROVERBSAlightheartliveslongHealthisbetterthenwealth.Amanbecomeslearnedbyaskingquestions.UNIT3：GETTINGINFORMATIONVOCABULARYCheck检查German德国人overthere在那边America

44、n美国人second秒mean意思Wonder奇怪standfor代表taxi出租车apartmentbuilding公寓楼PHRASESONTHEJOBWhatdoesthisstandfor?Thankyouforyourhelp.Pleasewaitasecond这代表什么？感谢您的帮助。请等一会儿。IllcheckforyouNowonder.我给您查一下。难怪呢！LISTENTOTHECONVERSATIONListentotheconversationandthenfillinthetablewiththeinformationabouttheladysfriend.NAMEROOMNUMBERNATIONALITYFIRSTNAMEFAMILYNAMETALKINGTOTHEGUESTStaff:Goodmorning,maam.AnythingIcandoforyou?Guest:Goodmorning.Imheretoseemyfriend.ButIdontknowwhichbuild