SHERATON喜來登酒店英語培訓(xùn)

1、Chapter 1. Courtesy EnglishUnit 1： GREETING & FAREWELLSl VOCABULARYwelcome 歡迎 friend 朋友 farewell 告別identify 識(shí)別 definitely 肯定 safe 安全的enjoy 喜歡 pleased 高興 sure 當(dāng)然trip 旅游 weekend 周末 again 再look forward to 盼望 satisfaction 滿意l PHRASES ON THE JOBGood morning Good afternoon Good eveningWelcome back Hi早

2、上好 下午好 晚上好 歡迎回來 嗨Hello How do you do? How are you? Fine, thank you, and you?你好 你好 你好嗎？ 很好，謝謝，你呢？Fine, thanks, and you?Good-bye Good night Good-bye for now很好，謝謝，你呢？ 再見 晚安 再見It was nice to see you again.Have a good evening See you later. It was nice seeing you.很高興又見到你。 晚上愉快。 回頭見。 很高興見到你。Have a good we

3、ekendHave a safe trip Have a good dayHope to see you again周末愉快。 一路平安。 祝您愉快。 希望再見到您。Thank you for coming (Thanks for coming) Look forward to seeing you again感謝光臨。 盼望再見到您。l LISTEN TO THE CONVERSATIONListen to the guest and then fill the gap in each sentence.The guests name is .The staffs name is .The

4、guest will today.Hell live in next time he comes.l TALKING 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

5、: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.PAIR WORKFind a partner and play the roles of the

6、 staff and the guest who will be on holiday soon.OXFORD HUMOURThe more I study, the more I know.The moreI know, the more I forget.The more I forget, the less I know.So why study?UNIT 2:INTRODUCTIONSVOCABULARY.introduce 介紹 happy 高興 spell out 拼寫出來meet 會(huì)見 glad 高興 first name 名pleased 高興 nice 很好 last nam

7、e 姓certainly 當(dāng)然了 pleasure 高興 enjoy 喜歡PHRASES ON THE JOBMy name is John Smith Its nice to meet you.It s nice meeting youi.我叫約翰.史密斯。 很高興見到您。 很高興見到您。Im Mary Copper Im pleased to meet you Im glad to meet you.我叫瑪麗.庫伯。 很高興見到您。 很高興見到您。Let me introduce you to John Smith Id like to introduce you to Mary Copp

8、er.我把你介紹給約翰.史密斯。 我想把你介紹給瑪麗。Id like you to meet Mr. Thomson. I dont think weve met before希望你認(rèn)識(shí)一下托瑪斯先生。 我想我們以前沒見過。Have we met before? Youre new here, arent you?我們以前見過面嗎？ 你是新來的，對(duì)嗎？LISTEN TO THE CONVERSATIONTALKING TO THE GUEST：Staff:Good morning, sir, May I know your name?Guest:Certainly. My name is Jo

9、hn 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.PAIR WORKIntroduce

10、 yourself to a partner.EXERCISEPut 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 refrige

11、rator.IDIOMS：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.UNIT 3: APOLOGIESVOCABULARYExcuse 原諒 apologize請(qǐng)求原諒 mistake 錯(cuò)誤forgive 原諒 mind 介意 assure 保證sorry 對(duì)不起 Right away馬上 happen 發(fā)生bill 帳單 check 檢查PHRASES ON THE JOBExcuse me Im sorry pleas

12、e forgive me. Thats Ok打擾一下。 對(duì)不起。 請(qǐng)?jiān)彙?沒什么。I do apologize Thats all right Please accept our apology.我很抱歉。 沒關(guān)系。 請(qǐng)接受我們的 歉意。Would you please wait a moment? Would you mind waiting a second?請(qǐng)稍等好嗎？ 請(qǐng)稍等好嗎？I didnt mean for that to happen. I assure you it wont happen again.我是不想出這種事的。 我向您保證以后不再發(fā)生這種事。TALKING TO

13、 THE GUESTGuest: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 a moment?Guest:OK. ( a moment later)Staff:I do applogize, Mr. Smith. There is a mistake in your bill. I assure you it wont happen again.Guest:Well, thats

14、all rightEXERCISEPut in the missing word.Mr and Mrs Miller are from Austria. They often go shopping without their German guide.But they cantto the taxi driver as they cana word of Chinese.They dont know how to him where they want to go. And the driver doesnt know how to to them because he dosentGerm

15、an. Mr. Miller to himself. “I wish I could some Chinese.”UNIT 4:OFFERING HELPVOCABULARYAppreciate喜歡 grateful感謝 offer 提供assist 幫助 favor 喜歡 desire 希望request 要求 Besitate猶豫 mind 介意trouble 麻煩 welcome歡迎 follow me跟corridor 走廊 Show 展示 serve 服務(wù)end 盡頭PHRASES ON THE JOBAnything I can do for you? If theres anyt

16、hing I can do to help, please let me know.我能為您做些什么？ 如果有我能幫忙的話，請(qǐng)告訴我。Can I help you? If I can be of assistance. Please do not hesitate.我能幫忙嗎？ 如果要我?guī)兔?，別猶豫，盡管講。Do you need any help? Id be very glad to help you.要幫忙嗎？ 很高興認(rèn)識(shí)你。Can I give you a hand? If you wouldnt mind.要幫忙嗎？ 如果你不介意。If you dont mind. If its n

17、o trouble如果你不介意。 如果不麻煩的話。Theres no h urry please take your time不著急。 不著急。Going up? Going down.上樓嗎？ 下樓。LISTEN TO THE CONVERSATIONStaff: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

18、the corridor. Follow me. Please. Ill show you to your 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

19、 you with your luggage?Guest:Sure, Thats very kind of you.Staff:Youre most welcomePAIR WORKFind a partner and play the roles of the guest and the staff. The guest wants to find the fitness center.EXERCISEPut little, a little, few or a few into the sentences.We need more staffThere is milk left. Go a

20、nd get some.He asked for more salt.UNIT 5:THANKS AND REPLIESVOCABULARYRepair修理kitchen廚房wire電線light燈noisy吵indeed的確by the way順便說一下Electrician電器師colleague同事as soon as possible 盡可能早help sb with sth幫助某人做某事PHRASE ON THE JOBThanks Thank you very muchThank you ever so much謝謝。 非常感謝。 太感謝了。I appreciate that/it

21、Thats very kind of you.You are so sweet我很感激。 你太好了。 你真甜。Thank you just the sameYoure most welcomeIts my pleasure to serve you.同樣得感謝您。 不客氣。 很榮幸為您服務(wù) 。Thats quite all rightIm pleased to be of services of you I know next to nothing.一點(diǎn)兒關(guān)系也沒有。 愿意為您效勞。 我?guī)缀跻桓[不通。LISTEN TO THE CONVERSATIONListen to the talk be

22、tween the guest and the staff an then decide whether the following statements 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.TALKING TO THE GUESTStaff:Good afternoon. Miss Thomson. Im h

23、ere to repair your light.Guest:Thats very nice. Its this one in the kitchen. It doesnt workStaff:Let me have a look. Oh, a wire is loose. Now, its all right.Guest:Yes, it is. Thank you very much indeed.Staff:Its my pleasure.Guest:By the way, my telephone is too noisy. Could you please help me with t

24、his?Staff:Sorry, Im an electrician. I know next to nothing about telephone. But Ill call my colleague to come as soon as possible.Guest:OK. Thank you just the same.Staff:Not at all. Good-bye, Mrs. Thomson.Guest:Good-byePAIR WORKFind a partner and play the roles of the guest and the staff. The guest

25、wants a baby cot.EXERCISEPut 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 Ileave for home tomorrow.UNIT 6：REQUESTSAND REPLIESVOCABULARYFavour

26、喜歡over there在那邊do sb a favour為某人幫助next to緊挨者look for尋找request要求Easy容易reply回答trouble麻煩problem問題PHRASES ON THE JOBWould you please do me a favour?Could you do me a favour?能幫我個(gè)忙嗎？幫我個(gè)忙好嗎？Could I ask you a favour?Could you do a favour for me?幫我個(gè)忙好嗎？幫我個(gè)忙好嗎？Could you possibly do a favour for me?Of course幫我

27、個(gè)忙好嗎？當(dāng)然。No problemNo trouble at all.Id be glad to meet you沒問題。不麻煩。我會(huì)很高興的。LISTEN TO THE CONVERSATIONListen to the talk between the guest and a staff and then answer 2 questions.Whats the guests request?Where could he find it?TALKING TO THE GUESTGuest:Excuse me.Staff:YesGuest:Could you please do me a

28、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.PAIR WORKFind a partner and play the roles of a guest and a staff. The guest wants to send a letter.EXERCIS

29、ERespond to the following using “Neither, Either or So”Icant speak English.Christmas is an important holidayI dont like fish.Im very fond of sweet and sour pork.UNIT 7：LONG THIME NO SEEVOVABULARYAge年代pretty相當(dāng)?shù)膐n holiday度假daughter女兒granddaughter孫女grandson孫兒Aunt姨、姑、嬸uncle叔、伯、舅son兒子first cousin 第一代表兄弟姐

30、妹second cousin第二代表兄弟姐妹PHRASES 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 the informationThe guests name is She wentShe has grandchildrenTALKING TO THE GUESTStaff:Goo

31、d 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 h

32、ave 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.PAIR WORKFind a partner and play the part of a guest and a staff. The guest went back home because her brother was ill

33、.UNIT 8：ASKING PEOPLE TO REPEATVOCUBULARYReservation預(yù)定nationality國籍a(chǎn)t least至少Im afraid恐怕Australian澳大利亞人plan計(jì)劃Pardon原諒Beg請(qǐng)求On the fourth floor在四樓repeat重復(fù)possible可能intend打算PHRASES ON THE JOBPardon?Please say it slowly.I beg your pardonI didnt follow you沒聽清？請(qǐng)慢慢講。我沒聽清。我沒聽懂。Would you please say it again?

34、請(qǐng)您再說一遍好嗎？LISTEN TO THE CONVERSATIONListen to the conversation between the guest and the staff and then answer the following questions:When did the guest get to the hotel>Whats his name and nationality?How long did he plan to stay?What room did the staff give him?TALING TO THE GUESTStaff:Good even

35、ing, 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 AustralianStaff:I see. How long do you intend to stay?Guest:At least a week. Possibly longer.Staff

36、: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抱歉讓您久等了。Excuse me for interrupting抱歉打擾一下了。It doesnt matter沒關(guān)系。Please take your time別急。Ill try m

37、y best我將盡力而為。Its my pleasure to serve you為您服務(wù)很榮幸。May I call you back可以給您打回去嗎？Can I assist you further?還能給您幫什么忙嗎？Sit down at this table, please請(qǐng)坐這張桌子。Ill take care of that.我來處理這件事。Would you mind waiting for a moment?請(qǐng)稍等，您介意嗎？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.請(qǐng)跟我

38、來。Welcome back歡迎您回來。Let me help you我來幫您。There is no hurry別著急。Ill be with you in a moment我馬上就來。After you.您先請(qǐng)。Chapter 2 General EnglishThe hospitality industry in Chian is a growing industry with unique challenges. These challenges will be met by motivated and well trained professionals such as yourse

39、lf. The English language is a tool that will enable you to communicate with a majority of the guests you meet a Sheraton. In addition, a new world of information and resources will be open to you as you can learn from people form different countries and cultures.In todays ever increasing competitive

40、 enviroment, the most valuable employeses are those people 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 language barrier.Study hard, strive for excellence, and remember t

41、hat at all times you represent Sheraton to our guests., other employees, and the community. Every week we spend 5 days or more per week at work. Why not make this time an investment in your future by taking on more responsibilities, being proactive, and learning as much as you can about our dynamic

42、PEOPLE DRIVEN industry? With your new found “multi-skilled” English abilities and SGSS I guarantee you will have a bright, rewarding, and successful future!UNIT 1:FINDING PLACESVOCABULARYFax傳真miss錯(cuò)過colleague同事lift電梯get off下left左right右send 發(fā)達(dá)Take 乘 then 然后Front Office前臺(tái)Business Centre商務(wù)中心PHRASES ON T

43、HE JOBCould you please tell me?Its on the second floor請(qǐng)你告訴我好嗎？在二樓。Its on the right side of the corridorTurn left在走廊的右邊。左拐。LISTEN TO THE GUESTListen to the conversation between the staff and the guest and then fill in the blanksThe guest wants to send a He should go toHe may go byIts on the floorTALK

44、ING 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 ta

45、ke the lift here, get off on the second，and then turn left. The Business Centre is on the right side of the corridor. You cant miss it.Guest:Thank you very much. Youve been of great help.Staff:Its my pleasure to be of service.PAIR WORKThe guest wants to find the apartment buildingFind a partner and

46、play the role of the guest and the staff.Using what you have learnedMake sentences with the following phrases:Youd betterGet ready for / toHave a day offin timeSet the tablelook forward to UNIT 2：TIMEVOCABULARYBeijing Time北京時(shí)間special特殊的rate價(jià)格correct正確的rate價(jià)格seem似乎Cheaper更便宜in the morning在早上at night夜

47、里urgent緊急的downtown市中心Hour小時(shí)difference不同、差別oclock鐘PHRASES ON THE JOBTheres a time difference of 6 hours.Id better make the call in the evening時(shí)差6小時(shí)。我最好晚上打電話。Thats greatIs it the correct time?Its 5:50 by my watch.太棒了。時(shí)間準(zhǔn)嗎？我的表是5點(diǎn)50分。LISTEN TO THE GUESTListen to the talk between the guest and the staff

48、and then decide whether the statements are right or wrong.Its 2:35 in the afternoon Yes/No.The guest wants to make a call to PolandYes/NoThespecial night rates start from 9:00 pmYes/NoThe time difference is 3 hoursYes/No.TALING TO THE GUESTGuest:Excuse me. What time is it now?Staff:Its 2:25 by my wa

49、tch;Guest:Is it the correct time?Staff:Yes, I think so.Guest:You use Beijing Time here, dont you?Staff:Yes, we doGuest:Do you know what time it is now in Holland?Staff:I guest it is about half past eight in the morning. There is a time difference of 6 hoursGuest:I see. I want to call back home. It seems Id better make the call in the eveningStaff:I think so if nothing is urgent, because there ar