中高端商务酒店交流接待英语培训文档资料 酒店客房职业英语培训P22.ppt

《中高端商务酒店交流接待英语培训文档资料 酒店客房职业英语培训P22.ppt》由会员分享，可在线阅读，更多相关《中高端商务酒店交流接待英语培训文档资料 酒店客房职业英语培训P22.ppt（22页珍藏版）》请在淘文阁 - 分享文档赚钱的网站上搜索。

1、酒店职业英语酒店职业英语(初级）初级）Hospitality EnglishHospitality English(Preliminary(Preliminary）Housekeeping 房务nDialogueDialoguenUseful Useful sentencessentencesnVocabularyVocabularyncompetitive competitive answering answering gamegamenHomeworkHomeworknReviewnSloganWarming upWarming upWarming upWarming upDialogue

2、DialogueDialogueDialogueGame&PracticeGame&PracticeGame&PracticeGame&PracticeReceptionReception 接待接待1.ListeningPracticeListentoMP3andfillintheblanksoftwodialogue.听录音，把两段对话遗漏的内容补充完整。PracticePracticeReceptionReception 接待接待PracticePracticeb.Receptionist:Goodafternoon,Mr.Banks.Itsnicetohaveyoustayingwith

3、usagain.Guest:Thankyou.ItsnicetobebackinHongKong,evenifIamonlystayingtwodays.Receptionist:HowwasyourflightfromLosAngeles?Guest:Fine.ButIcoulddowitharest.Receptionist:Well,therearejustacoupleofformalities.Howwillyoubepaying,Mr.Banks?Guest:WithUSdollartravelerscheque,Ithink.Receptionist:Fine,now,Could

4、youpleasefillinthisregistrationcard.Guest:Sure,noproblem.ReceptionReception 接待接待PracticePracticec.Guest:Goodevening.MynameisMrs.Yuan.IvejustarrivedfromSingapore.Myofficemadeareservation.Receptionist:WelcometoHongKong,Mrs.Yuan.Guest:Thankyou.Receptionist:NowletmeseeMm.Imafraidthereseemstohaveamistake

5、,Areyoutravellingwithyourfamily?Guest:No,Imhereinbusiness.Receptionist:Isee,soyoudontrequireafamilysuite,doyou?Guest:No,ofcoursenot.Mysecretarybookedadeluxesingle.Receptionist:Isee.Well,Ireallymustapologiesforthemistake.Doyouhaveafaxconfirmationofyourreservation?Guest:Yes,justonemoment.Yes,hereitis-

6、“onedeluxesingleroom”,foroneweek.Thatsuntilthe13th.Receptionist:Mm,Yes,Isee.Well,couldyoupleasecompletethisregistrationcardwhileIfindoutifthereareanydeluxesingleroomsstillavailable?Guest:Verywell,butthisreallyisnotmyfault.ReceptionReception 接待接待PracticePractice2.TranslationPractice高级大床房；豪华双人房；行政单人房；

7、总统套房Superior king-sized room;Deluxe twin room;Executive single room;Presidential suite.餐劵；优惠劵；服务费；定金；身份证；护照；收据/发票voucher;coupon;service charge;depositID card;passport;receipt/invoiceReceptionReception 接待接待1.洲际国际酒店集团（IntercontinentalHotelsGroup）旗下主要品牌：洲际Intercontinental皇冠CrownPlaza假日HolidayInn快捷Expre

8、ssbyHolidayInnSloganSlogan广告语广告语We know what it takes。明白所需，满足所想。明白所需，满足所想。Be yourself.自在自我。自在自我。2.万豪国际酒店集团公司（MarriottInternational,Inc.Hotels）旗下主要品牌：万豪（MarriottHotels&Resorts）J.W万豪（JWMarriottHotels&Resorts）万丽（RenaissanceHotels&Resorts）万怡（Courtyard）万豪居家（ResidenceInn）丽池卡尔顿（Ritz-Carlton）等等Thinking of y

9、ou!全心为你！全心为你！ReceptionReception 接待接待3.海逸国际酒店集团（HarborPlazaHotels&ResortsHotels）旗下主要品牌：HarborPlazaSloganSlogan广告语广告语A Experience to Remember!一次值得记住的经历！一次值得记住的经历！4.酒店管理集团（BestWesternInternational）旗下主要品牌：（最佳西方）BestwesternOur worldwide standard for service and amenities.我们国际化的标准服务为的是您的满意。我们国际化的标准服务为的是您的

10、满意。ReceptionReception 接待接待5圣达特国际集团（CENDANTCorporation）旗下主要品牌：豪生（HowardJohnson）天天（DaysInn）等等SloganSlogan广告语广告语Go anywhere.Stay here.不管您去哪里，请在这里停留。不管您去哪里，请在这里停留。6.希尔顿酒店集团公司（HiltonHotelCorporation）旗下主要品牌：希尔顿（HiltonHotel)港丽（ConradHotel）Travel is more than just a to b.旅行不仅是旅行不仅是A地到地到B地。地。The best value u

11、nder the sun.天下最划算的地方！天下最划算的地方！The luxury of being yourself.做高贵的你！做高贵的你！Situational Case Case：Making up the Room 情景：清洁房间Service procedure of cleaning the room服务程序Knock at the door gently three times轻轻敲门三次。Say:“Housekeeping.”说:客房服务人员。Ask the guest whether to come into the room.询问客人是否可进入房间。Greet the g

12、uest.打招呼问好Ask the guest whether to clean the room now.询问客人是否现在打扫房间 Start cleaning the room or postpone the time 开始打扫或延迟 Housekeeping 房务Listening to MP3 and referring to the below Chinese sentences,write the dialogue on the paperG：顾客R:客房服务员R:(敲门)我是客房服务员，可以进来吗？G:请进！R:早上好，先生。我现在可以清理您的房间吗？G:当然啦。R：请问需要洗尘

13、吗？G：不用，谢谢。(清理完房间）R：房间做完了。还有什么可以为您效劳吗，先生？G:不，谢谢！Housekeeping 房务DialogueDialogueHousekeeping 房务DialogueDialogueG：Guest R:Room AttendantR:(knocking at the door)Housekeeping!May I come in?G:Come in,please!R:Good morning,sir.May I make up your room now?G:Sure.R：Shall I vacuum the room?G：No,thanks.(清理完房间）

14、清理完房间）R：The room is done.Anything else I can do for you,sir?G:No,thanks.（2）Shall I come back later,sir?先生要我等会儿再来吗？先生要我等会儿再来吗？（3）What time would be better for you?您什么时间更合适呢？您什么时间更合适呢？（4）Please call the Housekeeping Centre when you want your room done.当您需要清理房间时，请给客房中心打电话？当您需要清理房间时，请给客房中心打电话？（1）Houseke

15、eping,May I come in?客房服务。我可以进来吗？客房服务。我可以进来吗？请求清理房间请求清理房间Housekeeping Housekeeping 房务房务Useful sentencesUseful sentences（2）May I tidy up your desk?我帮您整理一下书桌好吗？我帮您整理一下书桌好吗？（3）May I move this?我可以移动这个吗？我可以移动这个吗？（4）Sure,go ahead.好的，请吧。好的，请吧。（1）May I vacuum the room now?我可以吸尘吗？我可以吸尘吗？进房清理进房清理Housekeeping H

16、ousekeeping 房务房务Useful sentencesUseful sentences（2）请对方等候）请对方等候Just a moment,please.请稍等。请稍等。Thank you for your waiting,sir.您久等了，先生。您久等了，先生。Sorry to have kept you waiting.很抱歉让您久等了。很抱歉让您久等了。Could you wait a little longer,please?请您再等一会儿好吗？请您再等一会儿好吗？（3）拒绝）拒绝I am afraid I cant do that.How about不好意思，我恐怕没办法

17、那样做。不好意思，我恐怕没办法那样做。（1）一般性的回答）一般性的回答I see,sir.我明白了，先生。我明白了，先生。Certainly,sir.好的，先生。好的，先生。对客人的回应对客人的回应Housekeeping Housekeeping 房务房务Useful sentencesUseful sentences（4）道歉）道歉I am very sorry for the delay/inconvenience.很抱歉延误了时间很抱歉延误了时间/造成不便。造成不便。I should apologize for the mistake.为这个错误我深致歉意。为这个错误我深致歉意。Hou

18、sekeeping 房务Do you know the following equipment?air conditioner 空调dressing table 化妆桌 stool 凳子 VocabularyVocabularyHousekeeping 房务VocabularyVocabularyluggage rack 行李架 table lamp 台灯Housekeeping 房务VocabularyVocabularytrolley手推车 mops and detergents拖把和清洁剂Housekeeping 房务VocabularyVocabularysheets and matt

19、ress床单和床垫doorframe门框rubber/glove 手套手套curtain 窗帘窗帘Housekeeping 房务GameGame抢答游戏这是一款简单的益智游戏，既锻炼参赛者的反应能力，亦可提高其英文课外知识。本次游戏将分为两组，每位参赛者有两道题目的答题权，按顺序交叉回答。如第一组有A、B、C三位成员，第二组有D、E、F三位成员，A将负责第1、2道题的答题，接着由D负责第3、4道题的答题，以此类推；每道题答题时间只有10秒钟。答对一题得1分，答错一题或未于规定时间内回答扣1分，以得分最高的组别胜出，每位成员将获得礼品一份。Housekeeping 房务PracticePract

20、ice1.Fill in the blanks with the words or phrase given below.(turndownseetobringprovide)1)Thehousekeepershould_thecleanlinessandgoodorderofthehotelrooms.2)Couldyou_mesomefreshtowels?3)Thegirl_theyoungmansinvitationtotheparty.4)Wouldyou_ourlittleTomwithanextrabed?2.Translate the following sentences into Chinese.1)Imexpectingafriend.Canyoucomebacklater?2)Whattimewillbebetterforyou,sir?3)Howlongwillthattake?4)Yourroomwillbereadyinafewminutes.5)Imterriblysorry,sir.Itwonthappenagain.Many Many Thanks!Thanks!