1、Chapter Four English at the Hotel,Contents,Check-in and Checkout,Housekeeping Service,Food and Beverage（next chapter）,Exchange of Foreign Currency,Convention and Exhibition Service,Section 1,Section 2,Section 3,Section 4,Section 5,Section 1,学会用英语与客人有效沟通，证实客人身份及询问有关旅途事宜 熟练掌握与本话题相关的专业英语词汇及常用句型表达 练习用英语
2、迎接客人 学会英文欢迎词的规范写作 学会英语众欢迎客人的礼仪,Study Objectives,Section 1,Part One Background Material,Question: How to help the tourists with check-in and check-out formalities?,Tips for referenceIf you are a tour guide who is helping your tourists to pass through checking-in or checking out formalities at hotel,
3、here are the guidelines for you:,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,1. Help the tourists check in and introduce them to the locations of the main facilities of the hotel Help the tour leader put the room numbers on the luggage and have the luggage sent to the rooms as soon as possible.If the tourists hav
4、e some problems, inform the floor attendant immediately and actively assist him in solving the problem.,Part One Background Material,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,4. Te1l the chef or the waiters of the restaurant how many people are in the group, who will be having the meal and any special requireme
5、nts. 5. Make the tourists aware of the need to settle their bills. Remind the tourists to have their passports, plane (or train) tickets and customs declaration forms put in their carry-on luggage and have a check. 7. Tell the tourists when and where to collect the luggage, and check the number of p
6、ieces of luggage.,Part Two Situational Dialogue,A: a receptionist B: a tour guide C: a tourist D: a tour leader A: Good afternoon! Welcome to our hotel. B: Good afternoon! Id like to have two suites and ten single rooms1, please. A: Have you made a reservation? B: Yes. We have booked them for our to
7、ur group from the United States. I m Wang Hai. I m from China International Travel Service. A: Oh, I, m sorry. There is no reservation from your service. B: I m sure we have made a reservation. Could you check again a reservation for Friday for the tour group from the United States? A: All right. Le
8、t me check again. Ah, yes, two suites and ten single rooms from China International Travel Service.,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Dialogue One,Part Two Situational Dialogue,C: Is there a bath in the rooms? I feel like taking a bath right now. A: Yes, every room is equipped with2 a bath, a telephone
9、and an air-conditioner. C: Thats good! A: Can I see your passports, please? D: Yes, these are our passports. A: Thank you. Here are your passports. Please fill in3 these registration forms. D: The registration forms are finished. Shall we have our keys to the rooms? A: Of course. Here are the keys t
10、o your rooms. Your rooms are on the third floor. The bellboy wil1 take you to your rooms. D: Thanks!,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Part Two Situational Dialogue,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,B: I guess you must be tired after a long trip. If theres nothing else you want, I will be leaving. I will me
11、et you at the lobby on the ground floor at seven oclock tomorrow morning for your breakfast. You can take a good rest tonight. D: I dont think there is anything else.4 You have been very considerate. Thank you very much. B: You are welcome. Enjoy your stay. See you tomorrow. D: See you tomorrow.,Par
12、t Two situational Dialogue,Vocabulary,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,reservation ,rezvein n. (旅馆房间、剧院座位等的) 预定 receptionist risepnist n 接待员 suite swi:t n. (房间、器具等的)一套, 一 付, 一组 passport p:sp:t n. 护照; 通行证; 执照 bellboy belbi n. （旅馆、俱乐部等的）行李 服务员；侍者 registration ,redistrein n. 登记; 登记证; 登记人员的 数目; 注册 lobby lb
13、i n. （剧院、旅馆等的）门廊、 门厅,Notes,1 Id like to 相似的句型有“ I want”“ I prefer。I want a double room 我想要一个双人间。I prefer a quiet room 我想要一间安静的客房。 2. be equipped with 意思是“装备、配备”。The hotel is equipped with the Chinese traditional furniture饭店配有中国传统式样的家具。,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,3 fill in填写He was filling in the a
14、pplication form他正在填写登记表。 4 I dont think there is anything else意思是我想没有什么事情了。不能说“I think there is not anything else。,Part Two Situational Dialogue,A: a tour guide B: a tour leader C: a clerk A: Good morning everyone! We are going to check out this morning. Is everybody here? B: Yes. A: Is everybodys l
15、uggage ready? B: Yes, everything is all right. A: Thank you for being so punctual.1 The bellboy2 will take your luggage to the bus. Ten minutes later, please meet at the dining-hall. Breakfast is to be served at 7:40. After you have your breakfast, please meet on the bus. We wil1 set off to the airp
16、ort at 8: 30. The departure time of the flight is 10 oclock this morning. Is this schedule all right?,Dialogue Two,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Part Two Situational Dialogue,B: Yes, thank you. A: Would you please come with me to check the luggage? B: Yes, of course. A: There are altogether l6 piece
17、s of luggage. B: Yes. That is l6. A: Are they all locked? B: Yes, they are. Now, can you go with me to the front desk to check out ? A: Sure.(At the front desk) C: Good morning, sir. Do you want to check out3? B: Yes, our rooms are 501, 502, 503, 504, and my name is John Smith.,SEC 2,SEC 3,SEC 4,SEC
18、 5,SEC 1,Part Two Situational Dialogue,C: Here is your bi1l. Two nights at 300 yuan each and here are the meals that you had at the hotel including the breakfast this morning. That makes total of 4,500 yuan. Is that right? B: Yes, I think so. C: How would you like to pay?4 B: Id like to pay in cash.
19、 C: Here is your receipt. We look forward to seeing you again.5 B: Thank you. Good-bye.,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Part Two Situational Dialogue,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Vocabulary,receipt risi:t n. 收条, 收据 punctual pktjul adj. 准时的, 严守时间的, 按期的 departure dip:t n. 起程; (火车的)发车; (飞机)起飞 schedule s
20、kedjul n. 时间表, 课程表, 日程表; 火车时刻表 total tutl adj. 总的, 总括的, 全体的, 全面发动的,Notes,1. be busy with/about/at/over sth.意思是“忙于某事”。He was busy with his design of the new building他忙于新大楼的设计。 2Thank you for being so punctual句中的“thank you for”表示“为而感谢某人”，介词for后面接名词或动名词。Thank you for your help感谢你的帮助。Thank you for telli
21、ng me the good news谢谢你告诉我这个好消息。,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Notes,3. Bellboy相当于bellman, 饭店侍者，旅馆服务员，负责搬运客人的行李。 4. check out办理离店手续 5. How would you like to pay?询问付费方式，意思是“你要怎样付账?” 6. We look forward to seeing you again与客人告别时的祝福语，意思是“希望下次再见到你们”。,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Part Two Situational Dial
22、ogue,1. I m from China International Travel Service.我是中国国际旅行社的工作人员。We have booked two suites and ten single rooms for our tour group from the United States.我们已经为我们的美国旅游团预订了两件套房和十间单人房。 3. We have to start early tomorrow morning because of the busy schedule, Im afraid.因为行程比较紧张，所以明天早晨我们要早点出发。 4. Wed li
23、ke to require a morning call at 7:00 tomorrow.我们需要七点钟的叫早服务。 5. The breakfast is available from 6:30 at the buffet at the second floor.早晨六点半在二楼的自助餐厅提供早餐。,Useful Expressions,For a tour guide,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Part Two Situational Dialogue,6. I guess you must be tired after a long trip. If
24、theres nothing else you want, I will be leaving.经过长途旅行大家肯定都已经有点劳累，如果没有别的事情，我就先回去了。 7. I will meet you at the lobby on the ground floor at eight oclock tomorrow morning. 明天早晨八点钟我在一楼大厅等你们。 8. We are going to check out this morning. Is everybody here?今天早晨我们要结账离店，人都到齐了吗？ 9. Would you please come with me
25、 to check the luggage?我们一起来检查一下行李吧！ 10. Can you go with me to the front desk to check out ?你能和我一起到前台结账吗？,Useful Expressions,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Part Two Situational Dialogue,1. I reserve a standard suite three weeks ago. Im 我是，我在三周前预定了一间标准套。 2Ive just arrived from Hong Kong. Could you let
26、me have a room for tonight?我刚从香港来，想知道现在有没有空房？ 3Ill take care of the registration form.我来填写入住登记表。 4I should say I prefer to stay here.我想说我更喜欢住在这家酒店。 5. A friend of mine highly recommended you hotel to me.我的一位朋友向我极力推荐你们饭店。,Useful Expressions,For a tourist,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Part Two Situati
27、onal Dialogue,6. Could I pay with travelers checks?我能用旅行支票付款吗？ 7Is this where I can pay my hotel bills?是在这结账吗？ 8My room number is and Id like to check out now.房间，现在就结帐。 9Is there a special rate for a group reservation?团体预定有优惠吗？ 10. What if there isnt any room then?倘若到时候没有空房怎么办？,Useful Expressions,SE
28、C 2,SEC 3,SEC 4,SEC 5,SEC 1,Notes,1. Nationality 国籍 2. safe deposit boxes 保险箱 3. the front office 前台 4. the cashiers desk/ counter 收银台 5. The form of the payment: in cash, with travelers checks and by credit card 支付方式：现金，旅行支票和信用卡 6. profession /occupation 职业,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Part Four E
29、xercises,Role Play.Its 10:00 in the morning. Edward Smith is in Room 303 and wants to check out. When he sees the bill, he refuses to pay, for its far too much. So the cashier have to get the manager.,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Part Four Exercises,Translation,每个房间都带有浴室、电话和空调。(2) 这是你们房间的钥匙，你们的房间在3
30、05，服务员会把你们带到你们的房间的。(3) 这个酒店是仿古建筑，并且里面配备了中国传统特色家具。,Every room is equipped with a bath, a te1ephone and an air-conditioner.,_,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Here are the keys to your room, your room number is 305. The bellman wi1l take you to your room.,_,The hotel is an inlitatiot1 of ancient architec
31、ture, and it is equipped with the Chinese traditional furniture.,_,Part Four Exercises,(4) 各位，请注意：我们明天早上七点半准备办理离店手续，请大家在早餐之前将行李都准备好并放在门外。(5) 王太太，您的房间不仅通风好，而且看得到整个湖面的风景。(6) 请问是在这里结账吗？,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Attention please. We will check out at 7: 30 tomorrow morning. Please get your checked
32、luggage ready and put them outside the door before having breakfast.,_,Mrs. Wang, your room is not only airy, but also commanding the view of the whole lake.,_,Excuse me, is there where I can pay my hotel bills?,_,Part Five Social Etiquette,Apparently the commendation is to praise a persons superior
33、 quality, the outstanding ability, the splendid work, the appearance, the clothing and personal adornments as well as good personal qualities. In fact, it is an important meaning to preserve and promote the interpersonal relationships. The people have a kind of mental disposition to listen to the pr
34、aise words more or less. Appropriate praise will win the goodwill of the other side, carry on the human relations activity smoothly, will make the interpersonal relationships harmonious.,Etiquette of compliment,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Transaction,Part Five Social Etiquette,SEC 2,SEC 3,SEC 4,SE
35、C 5,SEC 1,There are many big differences between function, way, object and restriction factor and so on. Compared with Chinese, the western people pay more attention to the praising, and are willing to listen to other peoples compliment, but also glad to praise others. The following expressions can
36、do the job while presenting compliments to the others:1. You look great today. 2. You did a good job. 3. Were so proud of you. 4. Im very pleased with your work. 5. This is really a nice place.,Transaction,Part Five Social Etiquette,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,6. Youre looking sharp! 7. You always
37、 know the right thing to say. 8. Youre very eloquent.Nice going! 10. Everything tastes great. 11. Your son/daughter is so cute. 12. Youre very professional. 13. Youve got a great personality. 14. Youre so smart. 15.You have a good sense of humor. 16.You have a good taste. 17.Your Chinese is really s
38、urprising. 18.You have a very successful business.,Transaction,Section 2,练习用英语向客人介绍客房的设施设备以及如何使用 熟练掌握与本话题相关的专业英语词汇及常用句型表达。 学会用英语与客人有效沟通，让客人在住店期间住得舒 适、愉快 学会英文填写客房预订单和预订确认书 学习英语中接受和拒绝邀请的规范,Study Objectives,Section 2,Part One Background Material,Question: Why the Housekeeping Department is so important
39、?,The Housekeeping Department is the backbone of a hotel. In a sense, it is possible to say that a clean and attractive guest room is one of the products that the hotel sells.The main duty of the Housekeeping Department staff is to see to the cleanliness and good order of all rooms and public areas
40、in the hotel. The laundry and valet service and many personal services are also parts of their jobs. And they must coordinate the work closely with the Front Office.,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Tips for reference,Part One Background Material,It should be noted that the most important characteristi
41、c in the Housekeeping staff is the willingness to serve and please the guests. The Housekeeping staff, such as chamber maids, housemen, linen-room attendants, supervisors and housekeepers, can do a great deal to assure a high business repeat rate and a high occupancy rate, not only through the effic
42、iency in their jobs but also through their heart-felt warmth in serving the guests.,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Part Two Situational Dialogue,A: Mr. Black B: Mrs. Black C: a floor attendant C: (Graciously) Mr. and Mrs. Black, here is the light switch, the temperature adjuster, the wardrobe and the
43、 mini-bar. Heres our hotels Service Information Booklet. It gives you an idea about our services and faci1ities. B: Wonderful! Thank you. C: The pane1 on the night stand controls the different devices in the room. That door leads to the bathroom, and theres a laundry bag in the wardrobe1. The hot wa
44、ter supply is round the clock.2 And therere two sockets in the bathroom, for ll0V and 220V respectively. The voltage here is much higher than that in the States.,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Dialogue One,Part Two Situational Dialogue,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,A:C: B:C:A: C:,Oh, I can use my ele
45、ctric shaver. And l feel like taking a bath to freshen up after the transocean flight3. Is there anything I can do before I leave the room? Youve made us feel very welcome. By the way, is the tap water drinkable? Oh, Mr. and Mrs. Black please dont drink the tap water. There is boiled drinking in the
46、 thermos bottle and cold drinking water in the carafe. If you need anything, please dial 8 or press the button over there. Thank you very much. Youre always welcome. I hope you will enjoy your stay with us.,Part Two situational Dialogue,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Vocabulary(1),precede pri(:)si:d vt. (时间, 位置, 次序)在.之先, 领先于 shortly :tli adv. 立刻, 马上, 不久 amenity mi:niti n. 使人愉快的环境, 事物 adjuster dst(r) n. 调节器 gracious greis adj. 亲切的, 客气的 switch swit n. 开关, 电闸,
