飯店情景英語(yǔ)（第二版）課件：酒店基礎(chǔ)英語(yǔ)

Courtesy&Hospitality禮貌&熱情MajorContents酒店基礎(chǔ)英語(yǔ)酒店基礎(chǔ)英語(yǔ)???1.Why?2.Meanswhat?3.Ifnot,then?4.How?I.Leading-inBACKNEXT酒店基礎(chǔ)英語(yǔ)1.Why?Courtesy&hospitalityisthemannerwebehavetowardsotherpeople.It’sthewayeveryonelikestobetreated.I.Leading-inPREV.NEXT酒店基礎(chǔ)英語(yǔ)2. Meanswhat?Tobecourteousistobepolite,friendly,understanding,respectful,smilingandhelpful.Tobehospitableistobefriendlyaswellaswelcomingtowardsguestswemeet.Itistheextraeffortweputintoourjobthatcreatesagoodimpressiononourguests.I.Leading-inPREV.NEXT酒店基礎(chǔ)英語(yǔ)3. Ifnot,then?Courtesy&hospitalityisanessentialpartofallourjobsinthehotel.Ifthere’snoCourtesy&hospitality,aguestwillfeelheisnotgettingthekindofservicethatheexpectsanddeserves,thereforehewillnotreturn.I.Leading-inPREV.NEXT酒店基礎(chǔ)英語(yǔ)4. How?Asgreetingisthefirstcontactthatwehavewiththeguest,whatwesaywillgivetheguesthisfirstimpressionofus,andofthehotel.Afriendlyandwelcomingvoiceandmessagewillnotcostmuch,butwillachieveexcellentresults.Theguestwillalsofeelmoreimportantifweareabletocallhim/herbyhis/herpropername.e.g.?Goodmorning,Mr.Wilson.?Goodevening,MissSmith.I.Leading-inPREV.NEXT酒店基礎(chǔ)英語(yǔ)4. How?Howeveritismorelikelythatwedonotknowtheguestbyname,particularlyifwehavenothadanycontactwithhim/herbefore.Inthiscase,itisperfectlyalrighttocallhim/herasfollows:?Goodmorning,Sir.?Goodmorning,Gentlemen.?Goodevening,Madam.?Goodafternoon,Ladies.

Havingmadethisfirstcontactwiththeguest,itisthencourteoustoshowsomeinterestinhim/herandaddsomethingpleasant.e.g.

I.Leading-inPREV.NEXT酒店基礎(chǔ)英語(yǔ)I.Leading-in4. How??Goodmorning/afternoon/evening.?Howareyou??Welcometoourhotel.?Pleasedtomeetyou.?Gladtoseeyou.?Nicetoseeyouagain.Ifthegueststellusthattheyarenotfeelingwell,expresssomesympathyandconcern.e.g.?I’msorrytohearthat,Madam.Andthenaskhowyoumayhelp.PREV.BACK酒店基礎(chǔ)英語(yǔ)(C:Clerk

G:Guest)C:WelcometoEasternhotel.G:Thankyou.C:WelcomebacktoHolidayInn.G:Thankyou.C:Howareyou,Sir?G:I’mfine.Thankyou,andyou?C:Howdoyoudo?G:Howdoyoudo?/Nicetomeetyou.C:Nicetoseeyou,Madam.II.DialoguesBACKNEXT酒店基礎(chǔ)英語(yǔ)(C:Clerk

G:Guest)G:Thankyou.It’snicetobehere.C:Pleasedtomeetyou.G:Happytomeetyoutoo.C:MayIhelpyou,Sir?G:Yes.I’dliketoaskaboutthebestfoodinyourhotel.C:WhatcanIdoforyou,Ladies?G:Yes,we’dliketoknowwherethenearestshoppingcentreis.II.DialoguesPREV.NEXT酒店基礎(chǔ)英語(yǔ)II.DialoguesTipsIftheconversationdevelops,rememberafewpoints:Alwaysremainformaltowardstheguests.Alwaysremaincourteousandhospitabletowardsthem.Neverdiscusspersonalissues.Alwaystrytohelpthemasmuchasyoucan.PREV.BACK酒店基礎(chǔ)英語(yǔ)courtesyn. 禮貌;謙恭hospitalityn. 熱情；好客behavev. 舉止;表現(xiàn)

courteousadj. 有禮貌的;謙恭的

hospitableadj. 熱情友好的；好客的

welcomingadj. 熱情的；歡迎的respectfuladj. 尊敬人的;恭敬的

essentialadj. 本質(zhì)的;最重要的deservev. 應(yīng)受,值得III.Words&ExpressionsBACKNEXT酒店基礎(chǔ)英語(yǔ)III.Words&Expressionsgreetingn. 問(wèn)候,招呼

achievev. 達(dá)到,得到;完成

contactn.&v. 接觸,交往;聯(lián)系sympathyn. 同情;慰問(wèn)concernn.&v. 關(guān)心;憂慮PREV.BACK酒店基礎(chǔ)英語(yǔ)IV.Exercises1.Youwillseesomecardswithguests’nameswrittenonthem.Practicegreetingthoseguestswithproperforms.e.g. ?GoodMorning,Mr.White.2.Respondproperlytothefollowingsituations.Choosewhatyouthinkrightfromthelistbelow.Sometimesyoumayhavemorethanonechoice.(1)Whenaguestsays“thankyou”,youransweris

.(2)Ifaguestapologizes,youransweris

.(3)Ifyouneedtointerruptaguestforsomereason,yousay

.BACKNEXTBEDF酒店基礎(chǔ)英語(yǔ)IV.Exercises(4)Ifyoudon’tunderstandaguestoryoudon’thearwhattheguesthassaid,yousay

.(5)Whenaguestasksyouforsomethingorasksyoutodosomething,avoid(避免)usingjust“yes”,you’dbetteranswertheguestwith

.Itsuggestsenthusiasmandawillingnesstobehelpful.(6)Rememberalwaystoallowaguesttowalkthroughadoororwalkintooroutofanelevatorfirstbysaying

.(7)Whenyoushowaguestthewaytohis/herroomortoarestaurant,yousay

.PREV.NEXTGJHIKAC酒店基礎(chǔ)英語(yǔ)IV.Exercises(1)B.You’rewelcome.(2)E.That’sallright,Madam/Sir.(3)D.Excuseme,Madam/Sir.OrF.I’msorrytodisturbyou,Madam/Sir.(4)G.Wouldyoupleaserepeatthat,Madam/Sir?OrJ.Ibegyourpardon,Madam/Sir?OrH.I’msorry.(5)I.Certainly,Madam/Sir.(6)K.Afteryou,Madam/Sir.(7)A.Pleasefollowme,Madam/Sir.OrC.Thiswayplease,Madam/Sir.

PREV.BACKMajorContents酒店基礎(chǔ)英語(yǔ)OfferingHelp提供幫助酒店基礎(chǔ)英語(yǔ)???1.Why?2.When&inwhichway?3.Inwhatmanners?4.How?I.Leading-inBACKNEXT酒店基礎(chǔ)英語(yǔ)1.Why?Whenguestsarriveinanewcountry,orevenanewhotel,theyareoftennotsureabouttheservicesthatareavailable.Somewillaskandsomewillnot.Somewouldratherwaittobeofferedhelp.I.Leading-inPREV.NEXT酒店基礎(chǔ)英語(yǔ)2. When&inwhichway?Itisimportanttobeabletoseewhenguestsneedhelp.Theymaylookpuzzled,orlost.Sometimestheymayapproachyou.Inallcases,guestsmustbemadetofeeltheyarewelcome.I.Leading-inPREV.NEXT酒店基礎(chǔ)英語(yǔ)3. Inwhatmanners?Whenyoudealwiththeguests,rememberto?lookatthem.?smile.?ensurethatyoulookwillingtohelp.?soundfriendlyandmakethemfeeltheyarewelcome.?showthemthatyoucare.I.Leading-inPREV.NEXT酒店基礎(chǔ)英語(yǔ)4. How?Whenofferinghelptothecustomers,

?tellthemwhatisavailable.

?describethingstothem.

?offeralternativestosuittheguest’sneeds.I.Leading-inPREV.BACK酒店基礎(chǔ)英語(yǔ)C:Goodmorning,Mr.andMrs.Smith.Howareyoutoday?G:Fine,thankyou.Wearediscussingwhattodointheafternoon.C:MayIsuggestthatyougototheswimmingpoolorplaytennis?We’vegotaniceindoorswimmingpoolandtenniscourt.

II.Dialogues1BACKNEXTGivingSuggestions(C:ClerkG:Guest)酒店基礎(chǔ)英語(yǔ)(C:Clerk

G:Guest)G:Ithinkwewillgoforaswim,thankyou.C:Notatall.Isthereanythingelsethatyouwouldliketoknow?G:Yes.Isitaheatedpool?C:Yes.Itisaheatedoneandveryniceindeed.G:Thankyou.Youhavebeenveryhelpful.C:It’smypleasure.II.Dialogues1PREV.NEXTGivingSuggestions酒店基礎(chǔ)英語(yǔ)(C:Clerk

G:Guest)C:Goodevening,Mr.White.Howwasyourday?G:Good,thankyou,butIfeelratherhungrynow.C:MayIrecommendsomewherefordinnertonight?G:Yes,that’sgood.C:TheWesternRestaurantonthesecondfloorservesallkindsofWesternfood.Youcangothereandhaveatry.G:Ishalltryit.Thankyouverymuch.C:You’remostwelcomeandIhopeyouwillenjoyyourmeal.II.Dialogues2PREV.NEXTRecommendingService酒店基礎(chǔ)英語(yǔ)(C:Clerk

G:Guest)C:Goodmorning,Mr.Wilson.MayIhelpyou?G:Yes,please.IwouldliketoknowwhereIcangetaquicksnack.C:Certainly.WehaveacoffeeshopprovidingWesternfoodandasnackbarprovidinglocalfood.Botharelocatedonthefirstfloor.G:Thankyou.I’llgoandhavealook.C:You’rewelcome,Sir.II.Dialogues3PREV.NEXTRecommendingService酒店基礎(chǔ)英語(yǔ)(C:Clerk

G:Guest)C:Goodmorning,Sir.MayIhelpyou?G:Yes,IwouldliketoknowwhatfacilitiesthereareintheHealthClub.C:Certainly.Wehaveagym,gamesroom,sauna,spalounge,tenniscourtandaswimmingpool.G:Thankyou.IthinkIshallgothererightaway.C:Youwillfindthemonthethirdfloor.G:Thankyouagain.C:You’rewelcome.II.Dialogues4PREV.NEXTIntroducingFacilities酒店基礎(chǔ)英語(yǔ)(C:Clerk

G:Guest)C:MayIhelpyou,Madam?G:Yes.I’mlookingfortheladies’.C:Itisjustaroundthecorner,onyourleft.G:Thankyou.C:Notatall.II.Dialogues5PREV.BACKShowingtheWay酒店基礎(chǔ)英語(yǔ)availableadj.可得到的,可用的approachv.向……走近ensurev.保證,擔(dān)保 customern.顧客alternativen.替換物;選擇對(duì)象 recommendv.推薦snackn.小吃;快餐 snackbar快餐店III.Words&ExpressionsBACKNEXT酒店基礎(chǔ)英語(yǔ)III.Words&Expressionsbelocated... 位于;在……位置 facilityn. 設(shè)施;設(shè)備healthclub 健身俱樂(lè)部 gymn. 健身房gamesroom 棋牌室 saunan. 桑拿spalounge 水療室 tenniscourt 網(wǎng)球場(chǎng)PREV.NEXT酒店基礎(chǔ)英語(yǔ)III.Words&Expressions1.MayIhelpyou,Sir/Madam?2.Pleaseletmehelpyou（carrythebag/showyoutheway/openthedoor）.3.Wouldyoulikemeto（helpyou/carrythatforyou/mailthoseforyou）?4.MayIsuggest...?5.MayIrecommend...?6.Isthereanythingelse(Icandoforyou/youwouldliketoknow)?PREV.BACK酒店基礎(chǔ)英語(yǔ)IV.Exercises1.Readthefollowingtypicalresponsesaccordingtothespecificsituations,thenworkinpairsasStudentAandStudentBtopractice.Theteachermayhelptosetpossiblesituationsinthehotel.StudentAactsastheguestandStudentBrespondswiththesuggestedexpressions.Studentsmaychangerolesandpartners.BACKNEXT(1)當(dāng)你能滿足客人的要求時(shí),要馬上行動(dòng):?

Certainly,Madam/Sir.Iwillgetitrightaway.(好的,女士/先生,我馬上拿給您。)?

Yes,Madam/Sir.Iwilltakecareofitatonce.(是的,女士/先生,我馬上幫您處理。)酒店基礎(chǔ)英語(yǔ)IV.Exercises(2)當(dāng)你對(duì)客人的詢問(wèn)不肯定時(shí):

?

Sorry,Iamnotsure.Ifyoucanwaitaminute,I’lltrytofindout.(對(duì)不起,我不太確定。如果您能等一會(huì)兒,我馬上去查找。)(3)當(dāng)你不能滿足客人的要求時(shí):

?

I’mafraiditisagainsthotelregulations.(恐怕這是違反酒店規(guī)定的。)?

I’msorry.Wearenotallowedtodothis.(對(duì)不起,我們不允許這樣做。)?

I’msorry.I’mafraidwedon’thave....Wouldyouliketotry...?(對(duì)不起,恐怕我們沒(méi)有……,您愿意嘗試一下……嗎?)PREV.NEXT酒店基礎(chǔ)英語(yǔ)IV.Exercises2.Whenyouareofferinghelp,youmaycomeacrosssuchtypicalsituations.Practiceinpairsandremembertherightwaystorespond.(1)Askingforpermission(請(qǐng)求許可)Examples:(C:ClerkG:Guest)C:MayIcleanyourroomnow?G:Yes,goahead.C:MayIturndownyourbed?G:I’dratheryoudoitlater.PREV.NEXT酒店基礎(chǔ)英語(yǔ)IV.Exercises☆Nowpracticeaskingpermissionforthefollowing:

?openthewindow.

?clearyourtable.

?takeyourorder.PREV.NEXT酒店基礎(chǔ)英語(yǔ)IV.Exercises(2)Answeringguests’requestsforsomething(回應(yīng)客人要求)。Examples:(C:ClerkG:Guest)G:CouldIhavesometoiletpaper(衛(wèi)生紙,手紙),

please?C:Yes.Certainly,Sir.G:CanIhaveanextrablanket(毛毯,毯子)?C:Certainly,Madam.G:CanIhavesomemorecoffee?C:Certainly,Sir.Onemoment,please.PREV.NEXT酒店基礎(chǔ)英語(yǔ)IV.Exercises☆Nowpracticeansweringguests’requestsforthefollowing:

?soap(肥皂).

?cleantowels.

?anothercup.

?ice.

?2morebottlesofwater.

?1morepairofslippers.

?anewspaper.

?shampoo(洗發(fā)液).PREV.NEXT酒店基礎(chǔ)英語(yǔ)IV.Exercises(3)Requestingtheguesttodosomething(請(qǐng)求客人做事)。

?

Wouldyouminddoing...?

?Wouldyoupleasedo...?Examples:

?Wouldyoupleasecontactthegeneralmanager?

?Wouldyoupleasegotothecashier’sdesk?

?Wouldyoumindwaitingfor5minutes?PREV.NEXT酒店基礎(chǔ)英語(yǔ)IV.Exercises☆Nowreplytothefollowing:(C:ClerkG:Guest)G:I’dliketohaveanoutsideline.C:G:Idon’thaveanyRMB.C:G:Here’stheregistrationform.C:G:Iwantatablefor10.C:PREV.BACK

Certainly,Sir.Onemoment,please.

Nevermind.Wecanacceptcreditcard,ApplePay(蘋果支付),Wechat（微信),orAlipay（支付寶）.Thankyou,Sir.Here’syourroomcardandhopeyouenjoyyourstayinourhotel.

Certainly,Sir.Comethisway,please.MajorContents酒店基礎(chǔ)英語(yǔ)Numbers數(shù)字酒店基礎(chǔ)英語(yǔ)???Howtotellthedate?Howtotellthetime?I.Leading-inBACKNEXT酒店基礎(chǔ)英語(yǔ)1.Howtotellthedate?Guestsdonothavemuchknowledgeinanewsurrounding.Someofthemneedtomeetfriendsinthehotelcaféonacertaindate.However,theymaynotknowtherightplace.Someofthemevenfeeldizzyandhavetoovercomejetlagaftertrans-oceanflights.TheirwatchtimemightbestillthatofWashington,TokyoorParis.I.Leading-inPREV.NEXT酒店基礎(chǔ)英語(yǔ)1.Howtotellthedate?Totellthedate,wemaysayitintheorderofmonth-day-year,e.g.“Januaryeighth(theeighth),twothousandandeighteen”;orintheorderofday-month-year,e.g.“thefifthofDecember,twothousandandeighteen”。I.Leading-inPREV.NEXT酒店基礎(chǔ)英語(yǔ)2.Howtotellthetime?Totellthetime,weusea.m.forthemorning(midnighttomidday)andp.m.fortheafternoonandevening(middaytomidnight).Wemayalsouse24-hourclocktomakethingseasier.Wemaysimplysay3:12(threetwelve),8:40(eightforty),orwemayuseprepositionslike“to”,and“past”.I.Leading-inPREV.BACK酒店基礎(chǔ)英語(yǔ)(C:Clerk

G:Guest)C:Good

afternoon,

Madam.

Can

I

help

you?G:Goodafternoon.Canyoutellmethetimeplease?C:Certainly,Madam.It’s2:15p.m.,Madam.G:Oh,thankyou.C:You’rewelcome.II.DialoguesBACKNEXTDialogue1酒店基礎(chǔ)英語(yǔ)(C:Clerk

G:Guest)C:Goodmorning,Mrs.Brown.CanIhelpyou?G:Yes.CanyoutellmethedateofnextMonday,please?C:Certainly,Mrs.Brown.Onemoment,please.It’sAprilthe6th.G:Isee.Thankyouverymuch.C:Mypleasure.II.DialoguesDialogue2PREV.BACK酒店基礎(chǔ)英語(yǔ)knowledgen. 學(xué)問(wèn);知識(shí)

surrounding(s)n. 環(huán)境cafén. 咖啡館;酒吧

dizzyadj. 頭暈的jetlagn. 時(shí)差導(dǎo)致的不適

trans-oceanadj. 跨海的flightn. 飛行;航班III.Words&ExpressionsBACK酒店基礎(chǔ)英語(yǔ)IV.Exercises1.Saythefollowingdates,andthencontinuetopracticebyaskingeachotheraboutthedateofyourbirthdays.?5May,2007

?9September,2000?6February,1900

?17April,2017?1July,1980

BACKNEXTMaythefifth,twothousandandsevenSeptembertheninth,twothousandFebruarythesixth,nineteenhundredApriltheseventeenth,twothousandandseventeenJulythefirst,nineteeneighty酒店基礎(chǔ)英語(yǔ)IV.Exercises?10August,1978?11November,1969

?October1st,1949?20March,2003

?December20th,2020Augustthetenth,nineteenseventyeightNovembertheeleventh,nineteensixtynineOctoberthefirst,nineteenfortynineMarchthetwentieth,twothousandandthreeDecemberthetwentieth,twentytwenty(twothousandandtwenty)PREV.NEXT酒店基礎(chǔ)英語(yǔ)IV.Exercises2.WorkinpairsasStudentAandStudentBtotelltimes.Setthewatchanywayyoulike,andaskyourpartnertotellthetime.Youmaychangepartnersandroleswhenyouaredoingthis.PREV.BACKEnquiries詢問(wèn)MajorContents酒店基礎(chǔ)英語(yǔ)酒店基礎(chǔ)英語(yǔ)???1.Why?2.InwhatManners?3.How?I.Leading-inBACKNEXT酒店基礎(chǔ)英語(yǔ)1.Why?Informationandanswersareimportanttoguests,andiftheyaskyouaquestion,theywill,rightly,expectyoutoknowtheanswer.Inordertodealwiththeenquiry,youmustknowtheanswerstoallquestionsrelatingtoyourownjobandtoyourowndepartment,aswellasagoodunderstandingofotherdepartmentsinthehotel.I.Leading-inPREV.NEXT酒店基礎(chǔ)英語(yǔ)2. InWhatManners?Itisalsoadvisabletohavetheanswerstothosequestionsthatguestsoftenask.Whenansweringthequestions,youshould:listencarefullytowhattheguestissayingsothatyouunderstandthequestionclearly.showconcernandyourwillingnesstohelp.answertheguestclearly,quicklyandefficiently.consultacolleagueifyoudonotknowtheanswer.I.Leading-inPREV.NEXT酒店基礎(chǔ)英語(yǔ)3. How?Example:CouldyoupleaseYoushouldsay,“Yes,ofcourse./Certainly.”Thenfollowwithexpectedanswers.Remembertoavoidjustsaying“Yes”.Youneedtolettheguestknowyouarewillingtohelp.I.Leading-inPREV.BACKshowmethewaytothezoo?helpmebookataxi?tellmewherethenearesttravelserviceis?酒店基礎(chǔ)英語(yǔ)G:Excuseme,whereistherestaurant,please?C:It’sonthetopfloor,andtheliftisjustaroundthecorner.G:Thankyou.C:You’rewelcome.II.Dialogues1BACKNEXT(C:ClerkG:Guest)酒店基礎(chǔ)英語(yǔ)(C:Clerk

G:Guest)G:Excuseme,IhaveanappointmenttoseeMr.Blackinhisoffice.Couldyoupleasetellmewherehisofficeis?C:Certainly,Sir.Itisonthethirdfloor.Wouldyoulikemetophonehim?G:Yes,thankyou.C:You’remostwelcome.II.Dialogues2PREV.NEXT酒店基礎(chǔ)英語(yǔ)(C:Clerk

G:Guest)G:Excuseme,wherecanIbuysomecigarettes?C:Attheshoponthefirstfloor.G:Ialsowanttobuysomesouvenirs.C:Youcangetthematoneofthecountersoverthere.G:Thankyou.C:It’smypleasure,Sir.II.Dialogues3PREV.NEXT酒店基礎(chǔ)英語(yǔ)(C:Clerk

G:Guest)G:Excuseme,wewouldliketobookatripontheYangtzeRiver.Wherecanwedothis?C:IfyouwouldliketogoovertotheTourDesk,theywillbeabletohelpyou.G:Wealsoneedtochangesomemoney.CanIdoithere?C:Iamafraidnot,Sir.PleasegototheCashier’sDeskoverthere,andtheywillgladlydoitforyou.G:Thankyou.C:You’rewelcome,Sir.II.Dialogues4PREV.NEXT酒店基礎(chǔ)英語(yǔ)(C:Clerk

G:Guest)G:Excuseme.Iwouldliketousetheswimmingpool.Canyoupleasetellmethehourswhenitisopen?C:Certainly,Madam.Itisopenfrom10a.m.until8p.m..G:Thankyou.C:You’remostwelcome.II.Dialogues5PREV.BACK酒店基礎(chǔ)英語(yǔ)enquiryn.詢問(wèn);問(wèn)題relatingto與……相關(guān)departmentn.部門 advisableadj.可取的;明智的willingnessn.樂(lè)意;愿意 efficientadj.高效的efficientlyadv.高效地 consultv.商量;請(qǐng)教colleaguen.同事 countern.柜臺(tái)foreignexchangedesk外幣兌換柜臺(tái)III.Words&ExpressionsBACKNEXT酒店基礎(chǔ)英語(yǔ)IV.ExercisesStudentsworkinpairsasStudentAandStudentB.StudentAactsastheguestandStudentBactsasthehotelstaff.StudentAthinksaboutsomequestionshemayaskonthefirstdayinthehotel.StudentAasksandStudentBanswers.BACKNEXT酒店基礎(chǔ)英語(yǔ)IV.ExercisesG:Excuseme,isthereanygoodrestaurantnearby?C:Therearequiteafewrestaurants.Whatkindoffooddoyouprefer?G:Well,Iprefersomethingthatisnotspicy,becauseIamalittletiredfromthelongride.C:Ifyoupreferlightfood,there’saCantoneserestaurantdownthestreet.Maybeyou’lllikeit.G:Thankyou.C:You’rewelcome,Sir.PREV.BACK(C:ClerkG:Guest)Enquiries詢問(wèn)Directions&TrafficAround方向與周邊交通MajorContents酒店基礎(chǔ)英語(yǔ)酒店基礎(chǔ)英語(yǔ)???WhyNeedAskforDirection?I.Leading-inBACKNEXT酒店基礎(chǔ)英語(yǔ)Whyneedaskfordirection?

Whenguestsarriveinahotel,theydonotknowtheirwayaround.Theywilloftenaskyouwhereacertainplaceis.Youneedtoknowyourhotelperfectlywellandalsoitssurroundings.Thenyoucantellyourgueststhewaycorrectlyandprecisely.I.Leading-inPREV.BACK酒店基礎(chǔ)英語(yǔ)(C:Clerk

G:Guest)C:Goodmorning,Mr.White.CanIhelpyou?G:Morning.I’mlookingforthesnackbar.Couldyoutellmetheway?C:Certainly,Mr.White.It’sonthethirdfloor.Youtaketheelevatortothethirdfloor,andthesnackbarisonyourrightsidenexttotheWesternRestaurant.G:Isee.Thankyouverymuch.C:Youarewelcome.II.DialoguesPREV.NEXTDialogue1酒店基礎(chǔ)英語(yǔ)(C:Clerk

G:Guest)G:Excuseme,canyoutellmethewaytothebookstore?C:Sure,Ms.Lee.Yougooutofthelobby,turnleftandgostraightalong.Takethefirstrightturnandyou’llseeitinfrontofyou.G:Doesittakelongtowalkthere?C:No.It’sjustabout10minutes’walk.Oryoucanrideasharedbikebyscanningthecode.It’sveryconvenientandcansavetime.G:Soundsgreat.I’lltrythesharedbikethen.II.DialoguesPREV.NEXTDialogue2酒店基礎(chǔ)英語(yǔ)(C:Clerk

G:Guest)G:Excuseme,howcanItraveltoPeople’sPark?C:Yes,Ms.Lee.Thebusstopandmetrostationarejustnearby.YoucantakebusNo.51orMetroLine2andbothhavethestopthere.G:IthinkI’lltakethemetro.Itrunsfaster.C:Yes.It’saboutaquarter’sride.

G:Isee.Thanksalot.C:Withpleasure.Haveaniceday!II.DialoguesDialogue3PREV.BACK酒店基礎(chǔ)英語(yǔ)perfectlyadj.&adv.完美的(地)

preciselyadv. 精確地;準(zhǔn)確地elevatorn. (美)電梯

liftn. (英)電梯

lobbyn. 大廳sharedbike 共享單車

scanningthecode 掃碼metron. 地鐵（subway;tube;underground）

III.Words&ExpressionsBACKNEXT酒店基礎(chǔ)英語(yǔ)III.Words&Expressions1.It’soverthere,Sir.2.Onthe1st(2nd/3rd)floor,Madam.3.Opposite(對(duì)面的;在對(duì)面)thecoffeeshop,Madam.4.Ontherightsideofthelobby.5.OntheleftoftheChineseRestaurant.6.Yougoalongthecorridor(走廊)andthenturnright.Youwon’tmissit.PREV.NEXTUsefulExpressions酒店基礎(chǔ)英語(yǔ)III.Words&Expressions7.It’s10minutes’walkfromthehotel.8.Gostraight,andturnleftatthe2ndcrossing(十字路口).9.It’snexttothecoffeeshop.10.Pleasefollowme,Madam.Iwillshowyoutheway.11.PleasefollowmetotheManager’soffice,Sir.PREV.BACK酒店基礎(chǔ)英語(yǔ)IV.ExercisesLookingatthefollowingsketches(草圖)andworkinpairstotelleachotherdirectionstosomeplacesinandnearyourschool.1.Turn_____

BACKNEXTleft,_______around,_______right.2.Walk_____

straighton.upstairs.downstairs.酒店基礎(chǔ)英語(yǔ)IV.Exercises

3.Go_____

straighton,_______back.4.Takethefirst/second/third_____

Makealeftturnatthetrafficlight(交通燈;紅綠燈)/zebracrossing(斑馬線)/crosswalk(人行橫道)/footbridge(人行天橋).

left.5.Takethefirst/second/third_____Makearightturn atthetrafficlight/zebracrossing/crosswalk/footbridge.

right.PREV.BACKMajorContents酒店基礎(chǔ)英語(yǔ)

Complaints&Apologies投訴與道歉酒店基礎(chǔ)英語(yǔ)???1.Behavelikethis?2.How?3.SeriousComplaints?4.SmallComplaints?I.Leading-inBACKNEXT酒店基礎(chǔ)英語(yǔ)1.Behavelikethis?Whenwedealwithcomplaints,themostimportantthingistoshowtheguestthatyousympathizeandyoucare.Evenifyouthinkthattheguestisbeingdifficultorunreasonable,youshouldnotshowyourrealfeelings.Insteadyoushouldbepolite,listentothempatiently,findoutwhatiswrongandthenactonit.I.Leading-inPREV.NEXT酒店基礎(chǔ)英語(yǔ)2.How?Theanswertoanycomplaintshouldinclude:apology.action—eithertocorrectthemistakeortocallasupervisor.Rememberfortheminorcomplaints,youcandealwiththemdirectlybyyourself,butforseriousproblems,youneedtohandthemovertoyourSupervisororManager.I.Leading-inPREV.NEXT酒店基礎(chǔ)英語(yǔ)3. SeriousComplaints?Ifaguesthasaseriouscomplaint,listenattentivelytotheguest’sproblem.Thensay,“I’msorry,Sir.PleasetakeaseatandI’llcallmyManagertohelpyou.”EnsurethatyoupassallthedetailsontoyourManagersothattheguestdoesnothavetotellhisstoryagain.I.Leading-inPREV.NEXT酒店基礎(chǔ)英語(yǔ)4. SmallComplaints?Youcanturnanunhappyguestintoasatisfiedonebytakingthefollowingsteps.Step1Listenattentivelytotheguest’sproblemandifnecessaryclarifywiththeguestsothatyouunderstandtheexactcomplaint.Step2Apologizetotheguest.Step3Tellhimwhatyouaregoingtodo.Step4Tellhimwhenyouaregoingtodoit.I.Leading-inPREV.NEXT酒店基礎(chǔ)英語(yǔ)4. SmallComplaints?So,youmayhandlesmallcomplaintsbysaying:I.Leading-inPREV.NEXTAPOLOGYACTIONTIMINGI’msorry,Sir.I’llcallHousekeepingimmediatelyI’mverysorry,Sir.I’llchangeitatonceI’msorry,Sir.I’llfetchtheshampoowithin5minutes酒店基礎(chǔ)英語(yǔ)5. RememberSomecomplaintscanbeprevented.Ifyouknowthataguesthasbeenwaitingforsometime,youcouldsayforexample,“I’msorrytokeepyouwaiting,Madam.Yourmealwillbereadyverysoon.” Whenitdoesarrive,youcouldsay,“Iamsorryforhavingkeptyouwaiting(forsolong),Madam.Pleaseenjoyyourmeal.”I.Leading-inPREV.BACK酒店基礎(chǔ)英語(yǔ)G:Excuseme,whyhasmyroomnotbeencleanedtoday?Itisverydirty.C:Iamsosorry,Sir.I’llcallHousekeepingandseetoitstraightaway.G:Ishouldhopeso.C:Again,myapologies,butitwillbecleanedverysoon.G:Thankyou.C:You’remostwelcome.II.Dialogues1BACKNEXT(C:ClerkG:Guest)酒店基礎(chǔ)英語(yǔ)(C:Clerk

G:Guest)G:Whyhaveyoubroughtmeabeerinsteadofthebill?C:Iamverysorry,Sir.Iwillfetchyourbillimmediately.……C:Sorryforhavingkeptyouwaiting,Sir.Hereisyourbill.II.Dialogues2PREV.NEXT酒店基礎(chǔ)英語(yǔ)(C:Clerk

G:Guest)G:Iamtryingtofindoutthephonenumberofacolleagueofyourswhoworksbehindthebar.C:Iamsorry,Sir,butI’mafraidIdon’tknowherphonenumbereither.Wouldyouliketoleaveamessageforher?G:No.IwouldliketospeaktoyourManager.C:IamafraidthattheManagerisnothereatthemoment,butI’llcallmysupervisorrightaway.II.Dialogues3PREV.NEXT酒店基礎(chǔ)英語(yǔ)(C:Clerk

G:Guest)G:Iorderedsomecoffeetenminutesago.Whereisit?C:I’msosorry,Madam.I’llbringittoyoustraightaway. (Theclerkcomesbackwiththecoffee.)C:Excuseme,Madam,Iamsorrytohavekeptyouwaiting.Hereisyourcoffee.Pleaseenjoyyourmeal.II.Dialogues4PREV.BACK酒店基礎(chǔ)英語(yǔ)sympathizev.同情;體諒 unreasonableadj.不講道理的;不理智的patientadj.耐心的 supervisorn.主管attentiveadj.專心的 attentivelyadv.專心地clarifyv.澄清;使清楚 fetchv.去拿;去取III.Words&ExpressionsBACKNEXT酒店基礎(chǔ)英語(yǔ)III.Words&Expressions1.I’msorry,Sir.2.I’mvery/sosorry,Sir/Madam.3.I’mverysorrytokeepyouwaiting.4.I’msorry,Sir.Wouldyoupleasegotothe...?5.Don’tworry,Sir/Madam.PREV.NEXT酒店基礎(chǔ)英語(yǔ)III.Words&ExpressionsbringittoyourroomchangeitseetoitcallHousekeepingclearitupreportitdoeverythingthatIcantohelpPREV.BACK6.I’ll+checkitrightaway.immediately.straightaway.assoonaspossible.酒店基礎(chǔ)英語(yǔ)IV.ExercisesWorkinpairstopracticedealingwithcomplaintsaccordingtothegiveninformationbelow.BACKNEXTCOMPLAINTACTIONMytelephonedoesn’twork.callEngineering(工程部)Where’smydessert?checkforyouMyroom’sstilldirty.clean