旅游英语课件chapter4.ppt

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1、ChapterFourChapterFourEnglishattheHotelEnglishattheHotel大连理工大学电子音像出版社ContentsCheck-inandCheckoutHousekeepingServiceFoodandBeverageExchangeofForeignCurrencyConventionandExhibitionSSection1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StudyOSection1PartTwoSituati

2、onalDialoguePartThreeWriting-skillPartFourExercisesPartFiveSocialEtiquettePartOneBackgroundMPartOneBackgroundMaterialQuestion:Howtohelpthetouristswithcheck-inandcheck-outformalities?TipsforreferenceIf you are a tour guide who is helping your tourists to pass through checking-in or checking out forma

3、lities at hotel,here are the guidelines for you:SEC2SEC3SEC4SEC5SEC11.Helpthetouristscheckinandintroducethemtothelocationsofthemainfacilitiesofthehotel2.Helpthetourleaderputtheroomnumbersontheluggageand3.havetheluggagesenttotheroomsassoonaspossible.3.Ifthetouristshavesomeproblems,PartOneBackgroundMa

4、terialSEC2SEC3SEC4SEC5SEC14.Te1lthecheforthewaitersoftherestauranthowmanypeopleareinthegroup,whowillbehavingthemealandanyspecialrequirements.5.Makethetouristsawareoftheneedtosettletheirbills.6.Remindthetouriststohavetheirpassports,plane(ortrain)tickets7.andcustomsdeclarationformsputintheircarry-onlu

5、ggageand8.haveacheck.7.Tellthetouristswhenandwheretocollecttheluggage,PartTwoSituationalDialogueA:a receptionist B:a tour guide C:a tourist D:a tour leader A:Goodafternoon!Welcometoourhotel.B:Goodafternoon!Idliketohavetwosuitesandtensinglerooms1,please.A:Haveyoumadeareservation?B:Yes.Wehavebookedthe

6、mforourtourgroupfromtheUnitedStates.ImWangHai.ImfromChinaInternationalTravelService.A:Oh,I,msorry.Thereisnoreservationfromyourservice.B:Imsurewehavemadeareservation.CouldyoucheckagainareservationforFridayforthetourgroupfromtheUnitedStates?A:Allright.Letmecheckagain.Ah,yes,twosuitesandtensingleroomsf

7、romChinaInternationalTravelService.SEC2SEC3SEC4SEC5SEC1DialogueOPartTwoSituationalDialogueC:Isthereabathintherooms?Ifeelliketakingabathrightnow.A:Yes,everyroomisequippedwith2abath,atelephoneandanair-conditioner.C:Thatsgood!A:CanIseeyourpassports,please?D:Yes,theseareourpassports.A:Thankyou.Hereareyo

8、urpassports.Pleasefillin3theseregistrationforms.D:Theregistrationformsarefinished.Shallwehaveourkeystotherooms?A:Ofcourse.Herearethekeystoyourrooms.Yourroomsareonthethirdfloor.Thebellboywil1takeyoutoyourrooms.D:Thanks!SEC2SEC3SEC4SEC5SECPartTwoSituationalDialogueSEC2SEC3SEC4SEC5SEC1B:Iguessyoumustbe

9、tiredafteralongtrip.Iftheresnothingelseyouwant,Iwillbeleaving.Iwillmeetyouatthelobbyonthegroundflooratsevenoclocktomorrowmorningforyourbreakfast.Youcantakeagoodresttonight.D:Idontthinkthereisanythingelse.4Youhavebeenveryconsiderate.Thankyouverymuch.B:Youarewelcome.Enjoyyourstay.Seeyoutomorrow.D:SPar

10、tTwosituationalDialogueVocabularySEC2SEC3SEC4SEC5SEC1reservation,rezveinn.(旅馆房间、剧院座位等的)预定receptionistrisepnistn.接待员suiteswi:tn.(房间、器具等的)一套,一付,一组passportp:sp:tn.护照;通行证;执照bellboybelbin.（旅馆、俱乐部等的）行李服务员；侍者registration,redistreinn.登记;登记证;登记人员的数目;注册lobbylbin.（剧院、旅馆等的）门廊、门厅PartTwoSituationalDialogueA:a tou

11、r guide B:a tour leader C:a clerkA:Goodmorningeveryone!Wearegoingtocheckoutthismorning.Iseverybodyhere?B:Yes.A:Iseverybodysluggageready?B:Yes,everythingisallright.A:Thankyouforbeingsopunctual.1Thebellboy2willtakeyourluggagetothebus.Tenminuteslater,pleasemeetatthedining-hall.Breakfastistobeservedat7:

12、40.Afteryouhaveyourbreakfast,pleasemeetonthebus.Wewil1setofftotheairportat8:30.Thedeparturetimeoftheflightis10oclockthismorning.Isthisscheduleallright?DialogueTwoSEC2SEC3SEC4SEC5SECPartTwoSituationalDialogueB:Yes,thankyou.A:Wouldyoupleasecomewithmetochecktheluggage?B:Yes,ofcourse.A:Therearealtogethe

13、rl6piecesofluggage.B:Yes.Thatisl6.A:Aretheyalllocked?B:Yes,theyare.Now,canyougowithmetothefrontdesktocheckout?A:Sure.(Atthefrontdesk)C:Goodmorning,sir.Doyouwanttocheckout3?B:Yes,ourroomsare501,502,503,504,andmynameisJohnSmith.SEC2SEC3SEC4SEC5SECPartTwoSituationalDialogueC:Hereisyourbi1l.Twonightsat3

14、00yuaneachandherearethemealsthatyouhadatthehotelincludingthebreakfastthismorning.Thatmakestotalof4,500yuan.Isthatright?B:Yes,Ithinkso.C:Howwouldyouliketopay?4B:Idliketopayincash.C:Hereisyourreceipt.Welookforwardtoseeingyouagain.5B:Thankyou.Good-bye.SEC2SEC3SEC4SEC5SECPartTwoSituationalDialogueSEC2SE

15、C3SEC4SEC5SEC1Vocabularyreceiptrisi:tn.收条,收据punctualpktjuladj.准时的,严守时间的,按期的departuredip:tn.起程;(火车的)发车;(飞机)起飞scheduleskedjuln.时间表,课程表,日程表;火车时刻表totaltutladj.总的,总括的,全体的,全面发动的PartTwoSituationalDialogue1.ImfromChinaInternationalTravelService.我是中国国际旅行社的工作人员。2.Wehavebookedtwosuitesandtensingleroomsforourto

16、urgroup3.fromtheUnitedStates.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.Wehavetostartearlytomorrowmorningbecauseofthebusyschedule,Imafraid.因为行程比较紧张，所以明天早晨我们要早点出发。4.Wedliketorequireamorningcallat7:00tomorrow.我们需要七点钟的叫早服务。5.Thebreakfastisavailablefrom6:30atthebuffetatthesecondfloor.早晨六点半在二楼的自助餐厅提供早餐。UsefulExpressio

17、nsForatourguideSEC2SEC3SEC4SEC5SECPartTwoSituationalDialogue6.Iguessyoumustbetiredafteralongtrip.Iftheresnothingelseyouwant,Iwillbeleaving.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.Iwillmeetyouatthelobbyonthegroundfloorateightoclocktomorrowmorning.明天早晨八点钟我在一楼大厅等你们。8.Wearegoingtocheckoutthismorning.Isevery

18、bodyhere?今天早晨我们要结账离店，人都到齐了吗？9.Wouldyoupleasecomewithmetochecktheluggage?我们一起来检查一下行李吧！10.Canyougowithmetothefrontdesktocheckout?你能和我一起到前台结账吗？UsefulExpressionsSEC2SEC3SEC4SEC5SECPartTwoSituationalDialogue1.Ireserveastandardsuitethreeweeksago.Im我是，我在三周前预定了一间标准套。2IvejustarrivedfromHongKong.Couldyouletme

19、havearoomfortonight?我刚从香港来，想知道现在有没有空房？3Illtakecareoftheregistrationform.我来填写入住登记表。4IshouldsayIprefertostayhere.我想说我更喜欢住在这家酒店。5.Afriendofminehighlyrecommendedyouhoteltome.我的一位朋友向我极力推荐你们饭店。UsefulExpressionsForatouristSEC2SEC3SEC4SEC5SECPartTwoSituationalDialogue6.CouldIpaywithtravelerschecks?我能用旅行支票付款

20、吗？7IsthiswhereIcanpaymyhotelbills?是在这结账吗？8MyroomnumberisandIdliketocheckoutnow.房间，现在就结帐。9Isthereaspecialrateforagroupreservation?团体预定有优惠吗？10.Whatifthereisntanyroomthen?倘若到时候没有空房怎么办？UsefulExpressionsSEC2SEC3SEC4SEC5SECPartThreeWriting-skillHowtoFillinaRegistrationFormTipsforreferenceSEC2SEC3SEC4SEC5S

21、EC1Generallyspeaking,aregistrationformforaforeignerclientshouldincludethefollowingitems,suchasnationality,fullname,dateofbirth,sex,passportnumberandtypeofvisa,reasonanddurationforstay,entrytimeandplace,receptionunit;Moreover,italsoshouldcoverthedetailsastotheroomnumber,rate,arrivalanddeparturetime,f

22、ormofpayment,address,theclientssignature,thereceptionistsignatureandthehotelsduty-PartThreeWriting-skillSample1(1)SEC2SEC3SEC4SEC5SEC1RegistrationFormofTemporaryResidence房号：Room NO.(请用正楷填写 Please use block letters)姓名Surname name中文姓名Name in Chinese国籍、地区或籍贯 /Region性别Sex出生日期Date of birth停留事由Reason for

23、stay职业/公司名称Profession/Company国（境）外住址Home address入住日期Date of arrival退房日期Date of departureNPartThreeWriting-skillSample1(2)SEC2SEC3SEC4SEC5SEC1请注意：Please note：1.退房时间是中午12时Check out time 12：00 noon2.收款处设有免费贵重物品保险箱 are available no charge at 3.访客请在晚上11时前离开客房Visitors are requested to leave guest rooms by

24、 23:00 hrs4.结账后请交回客房门钥匙Please return your room key to front office cashier counter upon check-out结算方式Kindly indicate现金Cash旅行社传单Voucher信用卡Credit card客人签名Guest signature以下由服务员填写 To be filled in by front office clerk护照或证件名称：号码证件种类：证件号码：签证有效期：签证签发机关：入境日期：入境口岸：接待单位：日租：房号：值班职员签名：SPartThreeWriting-skillSam

25、ple2(1)SEC2SEC3SEC4SEC5SEC1RegistrationFormofTemporaryResidenceforGroup团队名称：（全称）日期 年 月 日 至 月 日Name of group Date Year Mon Day Till Mon Day房号Room No.姓名Name in full性别Sex出生年月日Date of birth职业国籍Nationality护照号码Passport No.PPartThreeWriting-skillSample2(2)SEC2SEC3SEC4SEC5SEC1何处来何处去Where from and to留宿单位：接待单

26、位：注：“团体人员住宿登记表”一式三份。一份给陪同或领队，一份给财务部结账，一份留给服务台存档。PartThreeWriting-skillPleasefillinaregistrationformathotelonthefollowingbasis:Thenumberofthetouristsis13,thearrival&departuredatesisfromMay24thto28th,thepriceis198RMByuanpernight.Writing PracticeSEC2SEC3SEC4SEC5SECPartFourExercises1.Readingalouduntilyo

27、ucansayitfrommemory,thentranslateitintoChinese.TheFrontOfficestaffseemtodoallthethings-receivereservations,registerguests,assignrooms,distributebaggage,storeguestsvaluables,provideinformation,delivermailsandmessages,exchangeforeigncurrencies,checkroomoccupancies,checkguestsoutandsoon.Inordertofulfil

28、lthesetasks,thestaffmusthaveaneatandsmartappearance,goodmanners,adaptability,aknowledgeoflanguagesandaheadforfigures.Themostimportantofallthequalitiesisareallikingforpeopleandawarmdesiretohelpthem.SEC2SEC3SEC4SEC5SECPartFourExercises2.Fillintheblanksaccordingtothecontext.A:a reservationist B:a clien

29、tA:Reservations!CanI(1)?B:Yes,Idliketobookaroomformyfriend,GarySmith.A:Whatkindofroom(2)?B:Adoubleroomwithbath.(3)isit?A:Its180yuan.(4)willhebestaying?B:Tendays.A:Whenwillhe(5)?B:Onthe18th.A:Wouldyoulike(6)?B:No,thanks.A:A(7)roomwith(8)withoutbreakfastfromthe18thandfortendays.B:Thatsright,thankyou.A

30、:Thankyou.Goodbye.SEC2SEC3SEC4SEC5SEC1helpyou_wouldyoulike_Howmuch_Howlong_arrive_breakfast_double_bath_PartFourExercises3.Readthefollowingpassageanddecidewhethertheyaretrue(T)orfalse(F).Theaimofthehotelistocreateahomeawayfromhomeforallthetravelingguestswhoneedrest,foodanddrink.Thehotelshouldalwayss

31、atisfyitsguests.Themoretheguestssatisfy,themoresuccessfulthehotelwillbe.SEC2SEC3SEC4SEC5SECPartFourExercisesSEC2SEC3SEC4SEC5SEC1Thefrontofficeofahotelisnotonlyitsshopwindow,butalsoitsnervecenter.Itisusuallylocatednearthemainentrancetothehall.Sothefrontofficestaffmusthaveneatandsmartappearances,goodm

32、anners,aknowledgeoflanguagesandaheadoffigures.TheFrontOfficestaffsefficiencyandpersonalityareofgreatimportancetotherealizationofthehotelsaim.Themostimportantofallthequalitiesisareallikingforpeopleandawarmdesiretohelpthem.Whenanoverbookingoccurs,PartFourExercises(1)Ahotelthatsatisfiesitsguestsislikel

33、ytobesuccessful.(2)TheFrontOfficeisusuallylocatednearthemainentrancetothehall.(3)Whenanoverbookingoccurs,thehoteldoesnotneedtofindaroominanotherestablishmentfortheguest.(4)Telephoneserviceisfreeinallhotels.(5)FormanygueststheFrontOfficeemployeesrepresentthehotelbecausetheyaretheonlymembersofthestaff

34、withwhomtheguestshavecontactwith.T（）T（）F（）F（）F（）SEC2SEC3SEC4SEC5SECPartFourExercises4.RolePlay.Its10:00inthemorning.EdwardSmithisinRoom303andwantstocheckout.Whenheseesthebill,herefusestopay,foritsfartoomuch.Sothecashierhavetogetthemanager.SEC2SEC3SEC4SEC5SECPartFourExercises5.Translation(1)每个房间都带有浴室

35、、电话和空调。(2)这是你们房间的钥匙，你们的房间在305，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。Everyroomisequippedwithabath,ate1ephoneandanair-conditioner._SEC2SEC3SEC4SEC5SEC1Herearethekeystoyourroom,yourroomnumberis305.Thebellmanwi1ltakeyoutoyourroom._Thehotelisaninlitatiot1ofancientarchitecture,anditisequippedwithth

36、eChinesetraditionalfurniture._PartFourExercises(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？SEC2SEC3SEC4SEC5SEC1Attentionplease.Wewillcheckoutat7:30tomorrowmorning.Pleasegetyourcheckedluggagereadyandputthemoutsidethedoorbeforehavingbreakfast._Mrs.Wang,y

37、ourroomisnotonlyairy,butalsocommandingtheviewofthewholelake._Excuseme,istherewhereIcanpaymyhotelbills?_PartFiveSocialEtiquetteApparentlythecommendationistopraiseapersonssuperiorquality,theoutstandingability,thesplendidwork,theappearance,theclothingandpersonaladornmentsaswellasgoodpersonalqualities.I

38、nfact,itisanimportantmeaningtopreserveandpromotetheinterpersonalrelationships.Thepeoplehaveakindofmentaldispositiontolistentothepraisewordsmoreorless.Appropriatepraisewillwinthegoodwilloftheotherside,carryonthehumanrelationsactivitysmoothly,willmaketheinterpersonalrelationshipsharmonious.Etiquetteof

39、complimentSEC2SEC3SEC4SEC5SEC1TPartFiveSocialEtiquetteSEC2SEC3SEC4SEC5SEC1Therearemanybigdifferencesbetweenfunction,way,objectandrestrictionfactorandsoon.ComparedwithChinese,thewesternpeoplepaymoreattentiontothepraising,andarewillingtolistentootherpeoplescompliment,butalsogladtopraiseothers.Thefollo

40、wingexpressionscandothejobwhilepresentingcomplimentstotheothers:1.Youlookgreattoday.2.Youdidagoodjob.3.Weresoproudofyou.4.Imverypleasedwithyourwork.5.Thisisreallyaniceplace.TPartFiveSocialEtiquetteSEC2SEC3SEC4SEC5SEC16.Yourelookingsharp!7.Youalwaysknowtherightthingtosay.8.Youreveryeloquent.9.Nicegoi

41、ng!10.10.Everythingtastesgreat.11.Yourson/daughterissocute.12.Youreveryprofessional.13.Youvegotagreatpersonality.14.Youresosmart.15.Youhaveagoodsenseofhumor.16.Youhaveagoodtaste.17.YourChineseisreallysurprising.18.Youhaveaverysuccessfulbusiness.TSection2v练习用英语向客人介绍客房的设施设备以及练习用英语向客人介绍客房的设施设备以及如何使用如何使

42、用v熟练掌握与本话题相关的专业英语词汇及常用句型表达。熟练掌握与本话题相关的专业英语词汇及常用句型表达。v学会用英语与客人有效沟通，让客人在住店期间住得舒学会用英语与客人有效沟通，让客人在住店期间住得舒适、愉快适、愉快v学会英文填写客房预订单和预订确认书学会英文填写客房预订单和预订确认书v学习英语中接受和拒绝邀请的规范学习英语中接受和拒绝邀请的规范StudyOSection2PartTwoSituationalDialoguePartThreeWriting-skillPartFourExercisesPartFiveSocialEtiquettePartOneBackgroundMPartO

43、neBackgroundMaterialQuestion:WhytheHousekeepingDepartmentissoimportant?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 s

44、ee to the cleanliness and good order of all rooms and public areas 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.SEC2SEC3SEC4SEC5SEC1TPartOneBackgroundMaterial It should be noted that

45、 the most important characteristic 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,

46、not only through the efficiency in their jobs but also through their heart-felt warmth in serving the guests.SEC2SEC3SEC4SEC5SECPartTwoSituationalDialogueA:Mr.Black B:Mrs.Black C:a floor attendant C:(Graciously)Mr.andMrs.Black,hereisthelightswitch,thetemperatureadjuster,thewardrobeandthemini-bar.Her

47、esourhotelsServiceInformationBooklet.Itgivesyouanideaaboutourservicesandfaci1ities.B:Wonderful!Thankyou.C:Thepane1onthenightstandcontrolsthedifferentdevicesintheroom.Thatdoorleadstothebathroom,andtheresalaundrybaginthewardrobe1.Thehotwatersupplyisroundtheclock.2Andthereretwosocketsinthebathroom,forl

48、l0Vand220Vrespectively.ThevoltagehereismuchhigherthanthatintheStates.SEC2SEC3SEC4SEC5SEC1DialogueOPartTwoSituationalDialogueSEC2SEC3SEC4SEC5SEC1A:C:B:C:A:C:Oh,Icanusemyelectricshaver.Andlfeelliketakingabathtofreshenupafterthetransoceanflight3.IsthereanythingIcandobeforeIleavetheroom?Youvemadeusfeelv

49、erywelcome.Bytheway,isthetapwaterdrinkable?Oh,Mr.andMrs.Blackpleasedontdrinkthetapwater.Thereisboileddrinkinginthethermosbottleandcolddrinkingwaterinthecarafe.Ifyouneedanything,pleasedial8orpressthebuttonoverthere.Thankyouverymuch.Yourealwayswelcome.IPartTwosituationalDialogueSEC2SEC3SEC4SEC5SEC1Voc

50、abulary(1)precedepri(:)si:dvt.(时间,位置,次序)在.之先,领先于shortly:tliadv.立刻,马上,不久amenitymi:nitin.使人愉快的环境,事物adjusterdst(r)n.调节器graciousgreisadj.亲切的,客气的switchswitn.开关,电闸PartTwoSituationalDialogueA:Mrs.Black B:a maidB:Turn-downservice.1Maylcomein?A:Yes,please.B:Goodevening,madamandsir.MayIdotheturn-downservicefo