酒店服务英语省公共课一等奖全国赛课获奖课件.pptx

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1、Ruising.butterfly Ruising.Butterfly hotelRuising.Butterfly hotel第1页 Everyday English(惯用表示)1.Addressing（称呼）（称呼）first name/given name 名字名字 surname/family name/last name 姓姓full name 全名全名 英语中人名次序为英语中人名次序为“名字名字+姓氏姓氏”name and initials姓名缩写姓名缩写 如：如：Brown T.E.Yi Jianlian 缩写为缩写为 JL Yi第2页 英语中惯用称呼语 1）对男士称呼，惯用 M

2、r.加上姓氏,如：对John Brown 先生应称为 Mr.Brown（布朗先生）2）对女士称呼，惯用Mrs.Miss 或 Ms.对不一样对象应使用 不一样称呼：对已婚女性用Mrs.+其丈夫姓 如：Mrs.Brown（布朗夫人）对未婚女性用Miss+姓氏 如：Miss Brown（布朗小姐）对婚姻情况不明女性用Ms.+姓氏 如：Ms.Brown（布朗女士）第3页 3)在不知道客人姓名时，男士称sir（先生），女士称madam或 Maam（女士）For Example:1)Good morning,sir/madam.2)Nice to see you,Mr.Wang.3)Im sorry,Ms

3、.Smith.4)Good-bye,Mrs.White.5)This way,please,sir.第4页2.Months，week&weatherJanuary 一月一月 February 二月二月 March 三月三月 April 四月四月May 五月五月 June 六月六月 July 七月七月 August 八月八月September 九月九月 October 十月十月 November 十一月十一月 December 十二月十二月-Whats the date today?今天几号？今天几号？-Aug.17th Oct.1=National Day （国庆节）第5页 Week 星期表示

4、Monday 星期一星期一 Tuesday 星期二星期二 Wednesday 星期三星期三 Thursday 星期四星期四Friday 星期五星期五 Saturday 星期六星期六 Sunday 星期日星期日weekday 平日平日-weekend 周末周末-What day is today?今天星期几今天星期几？-Today is Thursday.第6页Weather（天气）-Whats the weather like today?今天天气怎么样？今天天气怎么样？-Its fine today.今天天气不错今天天气不错(sunny 晴朗晴朗,rainy 有雨有雨,windy 刮风刮风,

5、snowy 下雪下雪,foggy 有雾有雾)Its warm.暖和暖和(hot 酷热酷热,cool 清清凉凉,cold 严寒严寒)第7页3.Hotels(酒店）酒店）departments（部门）（部门）and clerks（人（人 员）员）hotel（酒店）（酒店）,inn,guest house（旅馆）（旅馆）Front desk/office（前台，总台）（前台，总台）Housekeeping Department（客房部）（客房部）Food&Beverage Department（餐饮部）lobby 大堂 restaurant 餐厅第8页Clerk（人员）general manager

6、（总经理）（总经理）assistant general manager（副总经理）（副总经理）department manager（部门经（部门经理）理）assistant manager（大堂副理（大堂副理)supervisor(主管）主管）captain（行李房领班）（行李房领班）doorman(门童）门童）bellman/bellboy（行李员）（行李员）第9页Clerk（人员）operator（总机，接线员）（总机，接线员）receptionist（接待员）（接待员）cashier（收银员）（收银员）roommaid/room attendant（客房（客房服务员）服务员）repair

7、man（维修工）（维修工）waiter /waitress（餐厅男、女服（餐厅男、女服务员）务员）cook（厨师）（厨师）chef （大厨）（大厨）barman/bartender（酒吧服务员）（酒吧服务员）第10页4.Reservation/booking（预定）Sentences（句子）（句子）:1）May I help you?您需要帮忙吗？您需要帮忙吗？2）For what dates?/For how long?您要订哪一天房？您要订哪一天房？/要住几天？要住几天？3）How long do you want to stay here?您要住几天？您要住几天？4）Do you wan

8、t a single room or a double room?您要单人房还是大床房？您要单人房还是大床房？第11页 5)-What kind of room would you like?您想要什么房间？您想要什么房间？-A standard room.（标准间）（标准间）（A twin-bed room 双床间双床间/A single room单人间单人间/A double room 大床间大床间/A suite 套房）套房）6）For a single room the price would be 35 dollars.单人间价格是单人间价格是35美元。美元。The room rat

9、e is 518 yuan pernight include two breakfast.房价是房价是518元元/晚，房价含两份早餐。晚，房价含两份早餐。第12页7）Sorry,sir，all rooms are taken./we are fully booked now.抱歉，先生。我们没有空房间了。抱歉，先生。我们没有空房间了。8)For how many,please?你们有几个人呢？你们有几个人呢？9)Id like to confirm your reservation.我想确认一下你预定。我想确认一下你预定。第13页Dialoges（对话）(A)A:Butterfly Hotel

10、.May I help you?B:Yes,Id like to book a room,please.A:For what dates,please?B:From Mar.3rd to 7th.A:What kind of room would you like?B:A single room,please.第14页A:Hold the line,please.Ill check it up for you.Thanks for waiting.Yes,we have single rooms available on those days.B:Thanks.Whats the rate p

11、er day?A:520 yuan for the standard ones and 580 yuan for the deluxe ones.Which would you prefer?B:Id prefer a deluxe single.第15页A:May I have your name,please?B:William Newman.A:How do you spell it?B:W-I-double L-I-A-M,William,N-E-W-M-A-N,Newman.A:Thank you,Mr.Newman.Your reservation is confirmed.We

12、look forward to your coming第16页5.Check-in（入住登记）Sentences 1）Id like to check in/out.我要办理入住我要办理入住/结账结账退房。退房。2）Its nice to meet you again,Mr.Johnson.再次见到您太好了，约翰逊先生。再次见到您太好了，约翰逊先生。3）May I see your passport,please?请把护照给我。请把护照给我。4）Could you fill in this form please?请填写请填写这份表格。这份表格。.第17页 5)Whats your natio

13、nality,please?请问你国籍？请问你国籍？6）Could you sign your name please?请署名。请署名。7）Your room number is 821 on the eighth floor.您房间您房间 是是8楼楼821 8）Here is your key card.这是您匙这是您匙牌。牌。第18页9）I hope you will enjoy your stay in our hotel.希望您入住愉快。10）Please dont leave anything behind.请不要遗忘您东西。11)Is there anything else I c

14、an do for you?有什么能为您效劳吗？12)There is a washroom at the end of the corridor.洗手间在走廊尽头。第19页DialogeA:Good afternoon,madam.May I help you?B:Id like to check in,please.A:Do you have a reservation with us?B:Yes,I made the reservation yesterday.A:May I have your name?B:Tina White.Reservation is for a suite f

15、or three nights.第20页ruising.butterfly hotelA:Just a moment,please.Yes,Mrs.Tina White,a suite,three nights.Could you fill out the registration card?B:All right.A:May I see your passport?B:Here you are.A:Thank you,Mrs.White.Your room is 1221.A bellboy will take you up and show you to your room.Enjoy y

16、our stay.第21页6、Check-out（结账退房）1）May I have your room card（room number),please?请给我你房卡请给我你房卡(房号）房号）2）Just a moment,please.请稍等。请稍等。3）How would you like to pay?/How would you like to your payment?你要怎样付账？你要怎样付账？4）Id like to pay in cash（by credit card）.我付现金我付现金（用信用卡）。用信用卡）。.第22页5）Here is your bill.Would y

17、ou like to check it?这是你账单，请过目。这是你账单，请过目。6）Here is your change.这是找这是找您钱您钱。7）Have a nice trip.旅途愉快。旅途愉快。8）Good-bye and hope to see you again.再见，希望再见到你。再见，希望再见到你。第23页DialogeA:Morning,may I help you?B:Id like to check out now.A:Your name and room number,sir?B:William Brown,room 1224.A:Wait a moment,plea

18、se.Your bill totals 600 yuan.Would you like to check?第24页tB:Whats this for?A:Thats for the laundry service.B:Ok.Can I pay by credit card?A:Certainly,sir.Sign here,please.Heres your card.Have a good day and welcome to our hotel again.B:Thank you.Bye!第25页7.Bellman and Operator 1.Welcome to our hotel.欢

19、迎光临欢迎光临2.This way,please.请这边走。请这边走。3.May I help you with your suitcase?我帮你拿箱子好吗？我帮你拿箱子好吗？4.Shall I show you to your room now,sir?先生，我带您去房间好吗？先生，我带您去房间好吗？5.Are these your luggage?这是您行李吗？这是您行李吗？6.How much luggage do you have in all?您总共有几件行李？您总共有几件行李？第26页ruising.butterfly hotel7.After you,maam.您先请，女士。您

20、先请，女士。8.How do you like our hotel?您以为我们酒店怎么样？您以为我们酒店怎么样？9.Turn left(right).左（右）转左（右）转10.I beg your pardon?对不起请再说一遍好吗？对不起请再说一遍好吗？11.Would you like to take a taxi?请问您要搭计程车吗？请问您要搭计程车吗？第27页12.Who is speaking,please?请问您是谁？（电话用语）请问您是谁？（电话用语）13.Ill switch you to Room 1120.我马上给你接我马上给你接1120房间。房间。14.If you ne

21、ed a morning call,please call the operator.假如您需要叫醒服务，请拨总机假如您需要叫醒服务，请拨总机.15.Would you like to leave a message?您需要留言吗？您需要留言吗？第28页16）You can make a long distance call from your room.您能够在房间里拨打长途电话。17)Could you hold the line,please?请不要挂电话。第29页8.Room attendant1.Housekeeping,may I come in?客房服务员，我能进来吗？客房服务员

22、，我能进来吗？2.Sorry to disturb you.Can I clean the room now?抱歉打搅您了，我现在能够清扫房间吗？抱歉打搅您了，我现在能够清扫房间吗？3.Would you mind if I do the cleaning now?我现在能够清扫房间吗？我现在能够清扫房间吗？4.What time would be convenient,sir?先生，什么时间方便呢？先生，什么时间方便呢？第30页5.The toilet doesnt work in my room 我房间抽水马桶坏了。我房间抽水马桶坏了。6.Something is wrong with t

23、he heating in my room.我房间暖气坏了。我房间暖气坏了。7.Sorry for the trouble/inconvenience.对不起，给您带来不便。对不起，给您带来不便。8.Well send someone to repair it right now.Whats your room number?我们马上派人来修理。您房号是多少？我们马上派人来修理。您房号是多少？第31页 9）Ill come back in an hour.我将在一个小时以后回来。我将在一个小时以后回来。10)Please dont smoke here.这里不允许抽烟。这里不允许抽烟。第32页

24、9.房间内用具和设备air-conditioner空调空调 cooling冷气冷气 heating暖气暖气 curtain窗帘窗帘 bulb电灯泡电灯泡 bathroom浴室浴室 towel 毛巾毛巾 soap 香皂香皂 bulb 灯泡灯泡 toilet卫生间卫生间 wardrobe衣橱；衣柜衣橱；衣柜 第33页washbasin脸盆脸盆 toothbrush牙刷牙刷 toothpaste牙膏牙膏 shampoo洗发水洗发水 D.D.Dcall 国内直拨电话国内直拨电话 ashtray 烟灰缸烟灰缸 bed sheet床单床单 internet service 上网服务上网服务 hanger衣

25、架衣架 mirror镜子镜子 第34页laundry bag洗衣袋洗衣袋 leak 漏水漏水 make-up化装品化装品shower 淋浴淋浴 blanket 毯子毯子Lounge 休息室休息室 pants 裤子裤子 same-day service 当日可取当日可取necklace 项链项链 jeans 牛仔裤牛仔裤 leather 皮革皮革 overcoat大衣大衣 第35页Dialoges (1)Roommaid=R Guest=GR:Housekeeping,may I come in?G:Come on in,please.R:Id like to clean the room.Ca

26、n I do it now?G:Go ahead,please.第36页 (2)Clerk=K Guest=GC:Housekeeping,May I help You?G:The faucet is leaking in my room.C:May I have your room number?G:1024.C:Sorry for the trouble.Well send someone to repair it now.第37页10.Food&beverage （餐饮服务）Sentences（句子）1.Id like to book a table for four for this

27、evening.我想订一个今天晚上四人桌。我想订一个今天晚上四人桌。2.For how many,please?请问有几位？请问有几位？3.May I have your name?请问您贵姓？请问您贵姓？第38页4.For what time,sir?请问几点？请问几点？5.Welcome to our restaurant.Do you have a reservation?欢迎光临我们酒店。您有预定吗？欢迎光临我们酒店。您有预定吗？6.Follow me,please.请跟我来。7.Will this table be all right?这张桌子能够吗？这张桌子能够吗？第39页8.He

28、res the menu.这是菜单。9.May I take your order now?您现在关键点菜吗？您现在关键点菜吗？10.What would you like to have（drink）?您想吃点（喝点）什么？您想吃点（喝点）什么？第40页11.You can try today.您今天能够尝一尝.12.How would you like your steak,rare,medium or well-done?牛排要几成熟呢？三成，五成还牛排要几成熟呢？三成，五成还是全熟？是全熟？13.What else would you like?还需要别吗？还需要别吗？第41页14.T

29、his is all what youve ordered.Please enjoy your meal/food.这些就是您点菜。请慢用。这些就是您点菜。请慢用。15.Is everything to your satisfaction?您对菜还满意吧？您对菜还满意吧？16.Here is your bill.这是账单。这是账单。第42页食品词汇bacon熏肉熏肉 steamed bun 馒头馒头 steamed stuffed bun包子包子 rice gruel 米粥米粥 bread 面包面包 cabbage圆白菜圆白菜;卷心菜卷心菜 cheese奶酪奶酪 butter黄油黄油 suga

30、r糖糖 chips薯片薯片 chocolate巧克力巧克力 snack 小吃小吃 local flavor地方风味地方风味 第43页dessert甜点甜点 ham火腿火腿 hamburger汉堡包汉堡包 hot dog热狗热狗 jam果酱果酱 ketchup番茄酱番茄酱 main course 主菜主菜 pizza比萨比萨 noodles面条面条 potato 土豆土豆 mushroom蘑菇蘑菇 steak牛排牛排 beef 牛肉牛肉 第44页chicken鸡肉鸡肉 duck鸭鸭 Beijing Roast Duck北京烤鸭北京烤鸭 mutton羊肉羊肉 fish鱼鱼 pork猪肉猪肉 第45

31、页酒水饮料black tea红茶红茶 green tea绿茶绿茶 jasmine tea茉莉花茶茉莉花茶 black coffee清咖啡清咖啡 white coffee加奶咖啡加奶咖啡 milk牛奶牛奶 yogurt酸奶酸奶 sprite雪碧雪碧 juice果汁果汁 第46页mineral water矿泉水矿泉水 iced water冰水冰水 ice cube冰块冰块 lemonade 柠檬水柠檬水 wine 葡萄酒葡萄酒 whisky威士忌威士忌 brandy白兰地白兰地 cocktail鸡尾酒鸡尾酒第47页Fruit(水果水果)banana香蕉香蕉 pear梨梨 strawberry草莓草

32、莓 cherry樱桃樱桃 lemon柠檬柠檬 peach桃桃 water melon西瓜西瓜 Hami melon哈密瓜哈密瓜 lychee荔枝荔枝 Kiwi fruit 猕猴桃猕猴桃第48页调味品调味品 cooking oil食用油食用油 salt盐盐 gourmet powder味精味精 soy sauce酱油酱油 vinegar醋醋 olive oil橄榄油橄榄油 Chinese onion大葱大葱ginger姜姜 garlic大蒜大蒜 pepper胡椒胡椒 chilli红辣椒红辣椒第49页烹饪惯用动词烹饪惯用动词 pan-fry 煎煎 stir-fry 炒，翻炒炒，翻炒deep-fry

33、 炸炸，深炸，深炸 sauted 炒，嫩煎炒，嫩煎dry-fry 干煸干煸 dry-stew 烧烧steam 蒸蒸 boil 煮煮braise 煨，焖煨，焖 stew 炖，烩，煨炖，烩，煨bake 烤，焙烤，焙 roast 烤烤smoke 熏熏 grill 扒扒第50页菜名stir-fried shredded pork in fish flavor 鱼香肉丝鱼香肉丝fried rice with egg 蛋炒饭蛋炒饭fried noodles 炒面炒面boiled egg 煮鸡蛋煮鸡蛋roast duck 烤鸭烤鸭smoked duck 烟熏鸭子烟熏鸭子sauted vegetable 炒青

34、菜炒青菜第51页ttwice-cooked pork with chilly sauce 回锅肉回锅肉Gongbao chicken 宫保鸡丁宫保鸡丁Mapo beancurd 麻婆豆腐麻婆豆腐sweet and sour fish 糖醋鱼糖醋鱼dry-fried sliced pork 盐煎肉盐煎肉stir-fried shredded pork with green pepper 青椒肉丝青椒肉丝第52页assorted cold dishes 什锦冷拼什锦冷拼shredded pork with celery 芹菜肉丝芹菜肉丝hot and spicy boiled pork fille

35、t水煮肉片水煮肉片sweet and sour carp with crisp skin糖醋脆皮鱼糖醋脆皮鱼第53页Tongue Twister(绕口令)1.A good cook could cook as much cookies as a good cook who could cook cookies.2.A big black bug bit a big black bear and made the big black bear bleed blood.第54页3.Never trouble about trouble until trouble troubles you!4.Wh

36、ere is the watch I put in my pocket to take to the shop because it had stopped?第55页Proverb（谚语）1.Health is better than wealth.健康胜于财富。2.First come,first served.先来先招呼。3.Love me,love my dog.爱屋及乌4.Easy come,easy go.易得之，易失之第56页5.Seeing is believing.眼见为实6.Great minds think alike.英雄所见略同7.The early bird catches the worm.捷足先登8.When in Rome,do as the Romans do.入乡随俗第57页