【培训课件】旅游业饭店服务英语电子教案—中等职业学校饭店专业教学课件

《饭店服务英语》电子教案•PartⅠFrontOfficeService•前厅服务•PartⅡHousekeeping•客房服务•PartⅢFoodandBeverage•餐饮服务•PartⅣHealthandRecreation•康体服务•PartⅤConventionService&BusinessCenter•会议商务服务•PartⅥSecurityService•保安服务•PartⅦOtherServicesConcerningHotels•酒店其他相关服务PartⅠFrontOfficeService前厅服务•Unit1RoomReservation房间预订•MainPoints（知识要点）•※Reservationprocedures•预定程序•※Roomtypes•房型•※Proceduresofchangingareservation•更改预定KeyWords（重点词汇）•receptionist[ri'sepʃənist]n.(饭店、公司、诊所等处的)接待员•reserve[ri'zə:v]vt.预订•suite[swi:t]n.套房•apartment[ə'pɑ:tmənt]n.公寓房间•villa['vilə]n.别墅•rate[reit]n.比率,等级,价格•convenient[kən'vi:njənt]a.方便的•book[buk]v.预订•guarantee[,gærən'ti:]v.&n.担保•vt.保证•requirement[ri'kwaiəmənt]n.要求•expect[iks'pekt]v.盼望，期待UsefulExpressions（实用表达）•OfferingHelp•1)WhatcanIhelpyou,please?•2)MayIhelpyou,please?•3)IstheresomethingIcandoforyou,sir/Madam?•Reservationrequirements•1)Arethereanyroomsavailable?•2)Iwant/wouldliketoreserveasingleroomwithbathandafineview.•3)Iwant/wouldliketoreversearoomforonenight.•4)Iwant/wouldliketoreservearoomfrom5thAprilto9thApril.•GivingInformationaboutRoomsandRoomRates•1)Wehavemanytypesofrooms,suchas…•2)Whatkindofroomdoyouwanttoreserve?•3)Whatratedoyouprefer?•4)Wecangive/offeryou30%off/30%discountatweekends.•5)Wewillgive/offeryou20%off/20%discountforthegroupreservation.UsefulExpressions（实用表达）•AcceptingaReservation•1)Forhowlongwillyoustayinourhotel?•2)Westillhaveroomsavailablewhichmeetyourrequirements.•3)Inwhosenamewillyoureserve?•4)Iwillconfirmyourreservationinformation.•5)Welookforwardtoyourarrival/coming/seeingyousoon.•6)Weareexpectingyourarrival.•Refusingareservation•1)Iamsorry.Noroomsareavailable.•2)Sorry,MissClinton.Allthestandardroomshavebeenfullybookedonthedayyouplannedtocome.•3)Iamsorry.Allthestandardroomshavebeenfullybooked.Whataboutsuiterooms?•RevisingaReservation•1)Sorry,dueto…,Ihavetocancelthereservationmadeinyourhotel.•2)Iwant/wouldliketorevise/changemyreservationinformation.•3)Howwouldyouliketorevise/changeit?•4)Iwant/wouldliketochangethereservationdate?Roomtypes（房型）•按设施及规格分：•单人间：SingleRoom•双人间：DoubleRoom•大床间：KingSize&QueenSizeRoom•标准间：StandardRoom•标准间单人住：TSU(TwinforSoleUse)•三人间：TripleRoom•四人间：QuadRoom•套间：Suite•公寓：Apartment•别墅Villa•按级别分：•经济间EconomicRoom•普通间StandardRoom•高级间SuperiorRoom•豪华间DeluxeRoom•商务标间BusinessRoom•行政标间ExecutiveRoom•行政楼层ExecutiveFloorRoomtypes（房型）•特殊房型:•不限房型RunoftheHouse•无烟标准间NonSmoking•残疾人客房HandicappedRoom•带厨房客房RoomwithKitchen•相邻房AdjoiningRoom•按朝向分:•朝街房FrontViewRoom•背街房RearViewRoom•城景房CityViewRoom•园景房GardenViewRoom•海景房SeaViewRoom•湖景房LakeViewRoomUnit2Check-inService登记入住•MainPoints（知识要点）•※Check-inprocedures•入住程序•※Proceduresofregisteringaguestwithareservation•为有预定客人登记入住程序•※Proceduresofregisteringawalk-inguest•为散客登记入住程序•※Proceduresofregisteringagroup•为团队登记入住程序KeyWords（重点词汇）•register['redʒistə]v.登记•passport['pɑ:spɔ:t]n.护照•pay[pei]v.支付•check[tʃek]n.支票•receipt[ri'si:t]n.收据•sign[sain]v.签•bellboy['belbɔi]n.侍者•luggage['lʌgidʒ]n.行李•brochure['brəuʃə]n.小册子•deposit[di'pɔzit]n.定金•departure[di'pɑ:tʃə]n.出发UsefulExpressions（实用表达）•Greetingguestsandgettinginformationaboutreservation•1)Goodafternoon,sir.WhatcanIdoforyou?•2)Doyouhaveareservationwithourhotel?•3)Inwhosenamewasthereservationmade?•4)Waitamoment,please.I’llcheckourreservationrecordforyou.•5)Yourreservationwasmadebyphoneanditisguaranteedbycreditcard.•Registeringguests1)MayIhaveyourpassporttofillouttheregistrationformforyou?•2)Pleasesignyournamehere,sir/madam.•Advanceinformationonpayment•1)Youneedtopaya$1000deposit,sir/madam.•2)A$1000depositisrequiredtobepaidinadvance,sir/madam.•3)Howwouldyouliketopay(yourdeposit),sir/madam?Incash,bycreditcard,orbycheck?•4)Yourcheckisunlimited,pleasesignyournamehere,writedownthenameofyourcompanyandthephonenumberofthefinancedepartmentinyourcompany.•5)Pleasekeepyourreceiptforthecheck-out,sir/madam.UsefulExpressions（实用表达）•Givingguestskeycardstorooms•1)Yourkeycardandbreakfastvouchersareallinthisenvelope,yourroomis0302.•2)Thebreakfasttimeisfrom6:30a.mto10:00a.m.•3)Ourbellboywillhelpyouwithyourluggageandshowyoutoyourroom.•Wishes•1)Hopeyou’llenjoyyourstaywithus.•2)Wishyouawonderfultimehere.Unit3OtherServicesRegardingReceptionDesk其它有关前台服务•MainPoints（知识要点）•※Proceduresofextendingthestayforaguest•延住服务程序•※Proceduresofchangingtheroomforaguest•换房服务程序•※Proceduresofreceivingvisitors•接待访客服务程序KeyWords（重点词汇）•extend[iks'tend]v.延伸•extension[iks'tenʃən]n.延长•transfer[træns'fə:]v.转移•signature['signitʃə]n.签名•attendant[ə'tendənt]n.服务员Usefulexpressions（实用表达）•Extendingthestay•1)Thereissomechangeinmyplan,•2)IamwonderingifIcanextendthestay?•3)Ineedtostayhereforthreemoredays.•4)Pleasewaitaminute,Mr.Green,Ineedtocheckthereservationrecordsfirst.•5)Herearetheextensionformanddepositreceipt.•6)Youneedtopaymoreasadepositforextendingyourstay.•Changingtheroom1)Thereissomethingwrongwithmybed,canIchangetoanotherroom?2)Wouldyoumindwaitingforaminute,I’llsendsomeonethererightawayforacheckforyou.3)Wouldyoumindtransferringtoastandardroomonthe5thfloor?4)Theroomissimilartotheoneyouarestayingin.5)I’msorryfortheinconveniencecausedforyou.•Receivingvisitors•1)Theyareexpectingmeint