酒店英语视听说课件.pptx
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1、课程概况 教材:酒店英语视听说教程 基本教学设计: 背景知识介绍,听力训练,分组情景模拟。 考核方式:课堂表现+小组成绩+期末考查 课堂表现:出勤率、主动发言、纪律 小组成绩:情景模拟效果 Content 1.Reservation 2.Registration 3.Concierge 5.Checkout 6.Housekeeping 7.Food and Beverage Service 8.Western Foods and Western Beverage 10.Chinese Foods 11.Chinese Tea and Alcohol 12.Room Service 13.Ba
2、nquet Service 16.Complaint Settlement Tasks Reservation Registration Checkout Recommending Chinese Dishes Resolving Restaurant complaints Taking orders Banquet Decoration Introduce Chinese Alcohol culture Chapter 1 Reservation Teaching aims Aims: How to receive room reservations 怎样接待客房预订 How to conf
3、irm room reservations 怎样确定客房预订 How to make a phone call for room reservations 怎样电话客房预订Information should be taken客人姓名 Guest Name登记编号 Code联系电话 Telephone Number联系地址 Address入住人数 Number of Guests入住时间 Occupation Time客户基本信息客户要求房间种类 Room Type房间数量 Room Number价格标准 Price折扣优惠 Discount房间要求 Room Demand房间布置 Decor
4、ationsRoom Types Single room Double room Deluxe suite/presidential suiteLanguage points in listening part 1.reserve v. 预定,预约Reservation n. reserve a room/book a roome.g. I have reserved a room in the name of James. 保持,保留 All rights reserved. 版权所有。 2.preference n. 偏爱 e.g. It is a matter of personal p
5、reference. Preference will be given to graduates of this university. access n. 通道,机会,权利e.g. The only access to the farmhouse is across the fields. you need a password to get access to the computer system. Promotion n. 促销;晋升We are doing a special promotion of wines.His promotion to Sales Manager took
6、 everybody by surprise. Language points in listening part Deluxe adj. 豪华的,高级的Luxury n./adj. Anniversary n. Wedding anniversaryThe colleges 50th anniversary celebration Amend v. 修改Amended version. Amendment n. Language points in listening part Watch the video and practice videos第175回room reservation
7、- with caption_高清.mp4 videos第一口语网 订房间 booking a room_标清_标清.flvUseful Drills(注:表示此话为客户所说)I How to greet walk-in customer or customers on phone 接待上门预订或接听预订电话早上好 我是订房部的Jane 有什么可以帮到您的吗?Good morning. Reservations. Jane speaking. Can I help you?下午好 欢迎光临天天酒店!有何吩咐呢?Good afternoon. Welcome to Tiantian Hotel,
8、 May I help you?我想要订一间下周三入住的单人房Id like to book a single room for Wednesday next week.我想为我朋友预订一间双人房Id like to book a double room for my friend.Useful DrillsII How to get information from the customers 如何从客户处获取信息您打算住多久呢?How long will you plan to stay?您打算住多久呢?How long will you be staying?请问您是哪位?May I k
9、now who Im talking with? (Making a phone)请问您要哪种房型?What type of room do you require?请问您要订多少间房呢?How many rooms will you require?请问您的名字/电话号码?May I have your name/telephone number, please?如何与您联系呢?May I have the way to contact with you?请问要以谁的名义来订呢? Who is the booking for?Useful DrillsIII How to offer and
10、 get room rate 怎样提供和获知房价一间双人房要多少钱呢?How much does a double room cost?每天收费多少?How much a day do you charge?有优惠/折扣吗?Can I get a discount?每天380元,送早餐RMB380 per night, with breakfast.我们有标准/豪华双人房,每天每间350元We can do a standard /deluxe double room for RMB350 per night.双人对床房,每间每天600元We charge RMB600 for a delux
11、e twin per night.如果起订5间房,房价可以享受20%的优惠The price/rate for a minimum of 5 rooms is 20 percent off.对不起,我们不提供折扣Im sorry, there is no discount.儿童可以减价Theres a reduction for children.我们已经将价格降至最低限度了 We have already cut the price very fine.Useful DrillsIV Confirm and register确认和登记 V Booked up订房已满 我可以看看您的护照吗?M
12、ay I see your passport, please?请您填写这张登记表好吗?Would you please complete this registration form?你有身份证吗?Have you got any identification?对不起,我们酒店那一天的客房全部订满了Im afraid our hotel is fully booked on that date.您要的那一日房间已经确认了 我们期待为您服务 Your room is confirmed for that day. We look forward to serving you.很抱歉,我们没有空房
13、Im sorry, but were booked up.对不起,我们现在没有空房Im sorry, but we have no vacancies at the moment.很抱歉,所有的客房都已经订满了Im sorry, but all rooms are taken.Tips在正式的英语表达里,疑问基本句型可分为下列四种:May I .?Could you .?Would you .?Shall I .?1. 四种疑问基本句型只要理解这四种基本的句型,就可以处理大部分业务上的状况1) 服务员自己要做什么事时,就使用May I .?请问尊姓大名?May I have your name
14、, please?请问您的国籍是哪里?May I know your nationality, please?请让我看一下您的护照好吗?May I see your passport, please?请问您什么时候结账离开?May I have your check out time, please?Tips1. 四种疑问基本句型4) 在提供建议协助 征求意见时,可使用Shall I .? 或Would you like me to do .? 请您填写这张表格好吗?Could you fill out the form, please?请您写下来好吗?Could you write that
15、 down, please?请不要挂电话好吗?Could you hold the line, please?2) 麻烦客人时,可使用Could you .? 3) 询问客人的喜好或是做什么时,可使用Would you .?请问您要订一间双人房吗?Would you like to book a double room?请问您要喝茶还是咖啡?Would you like tea or coffee?请问您介意坐在这里吗?Would you mind sitting here?请问要我为您安排预约吗?Shall I make the reservation for you?请问要我为您画一张地图
16、吗?Shall I draw you a map?Role-playing Each group should make a reservation. Every member should be clear the role you are going to play. Try your best to use some correct and effective sentences. Service procedure(服务流程)1. Greet the guest2. Ask the guest of the reservation information: The date of ar
17、rival and departure The number of the people the room type and the number of rooms3. Search for the room available /needed in the computer4. Get the following information from the guest the name of the guest the guests telephone number 5. Confirm the reservation6. Express your wishesTask of service
18、practice(实训任务) George Brown wants to book a double room in Peace Hotel in Shanghai. The room rate per night is 180 dollars. George Brown 先生向上海和平饭店预定了一间双人房,房费为每晚先生向上海和平饭店预定了一间双人房,房费为每晚180美元。美元。 The time: from April 20th to 22nd ,thats three days in all. 时间:时间:4月月20至至4月月22日,共日,共3个晚上。个晚上。 The telephone
19、 number of George Brown is 0044-0246-720598. George Brown 的电话号码是的电话号码是0044-0246-720598. Li Yan handles the reservation. 预订员李艳办理了这个电话预定手续。预订员李艳办理了这个电话预定手续。Model of practice(实训对照)Li: Good morning, Peace hotel, Room reservation. May I help you?Brown: Yes, Id like to reserve a room from 20th to 22nd of
20、April.Li: Please wait a moment. Ill check our rooms available for these days. Thank you for waiting, sir. What type of room would you like?Brown: A double room. Whats the room rate per night ?Li: 180 dollars. Will that be all right?Brown: Yes, that will be fine.Li: May I have your name and your tele
21、phone number?Brown: Sure. My name is George Brown and my telephone number is 0044-0246-720598.Li: Thank you, Mr. Brown. Youve booked a double room from 20th to 22nd of April, and your telephone number is 0044-0246-720598. Am I correct?Brown: Yes, thats right. Thank you.Li: Im glad to serve you. We l
22、ook forward to your coming.Li: Li Yan, a reservationist.Brown: George Brown, a guest.Chapter 2 Registration uBackground knowledge uListening practices uRole-playing uSummary: comments on your class performance Background knowledge: front desk Before guests arrive, there are a few things to prepare.
23、Print out the Arrival Guest list, Departure List, Special Request List, VIP List, Empty Room List, and Room Status List. The guests need to register at the Front Desk before we arrange any rooms for them, and then we have to confirm their methods of payment. After that, we could hand guests the keys
24、 and room cards, and send a bellman or porter to take them to their rooms. The check-in procedure has been computerized in most hotels. Instead of pages of paper, receptionist just needs to register guests in computer using property management system (PMS), such as Opera, Fidelio. In China, many hot
25、els prefer the system in Chinese language, such as Xihu Software and Qianlima Software. However, English PMS, such as Opera is still the first choice for international hotel brands in China.notes Front desk 前台 Register v. 登记,注册,入住 Methods of payment 付款方式 Bellman 行李员 Procedure n. 程序, 步骤Preparations f
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