新职业英语1酒店英语--Unit-3[共72页]

1、中国劳动关系学院高等职业技术学院 Warming-up Reading Listening Speaking 4 1 2 3 Writing 5 Project 6 Vocabulary and Structure 7 8Listening Script Warming-up Task 1 Match the services with their corresponding pictures. A B C D E Ordering a taxiBooking theater tickets Doing bell service Offering tourist information Arr

2、anging a tour bus Warming-up Task 2 Write each of the words under its corresponding picture. trunk tag cart luggage lift lobby lobby trunk luggage tag cart lift Warming-up Task 3 What specific positions are included in the concierge section? What is the main duty for each position? Position Duty 1.

3、2. 3. hotel representative bellman doorman receiving guests at the airport carrying luggage for guests standing outside the gate welcoming guests. Task 1 Try to answer the following questions before you read the passage. 1. What duties does the concierge perform? 2. Do you know any special service t

4、hat the concierge may provide? Reading Reading The main duties of the concierge are doing bell service and providing information service. Suggested Answers 1. What duties does the concierge perform? Reading The concierge may give directions to tourist attractions, book plane tickets for guests, rent

5、 cars and order taxis for guests. Suggested Answers 2. Do you know any special service that the concierge may provide? Concierge 1 Concierge service is a common practice throughout the hotel. As many guest services have become computerized and standardized, concierge service often provides special a

6、ttention a guest would not otherwise receive. Thus most star-rated hotels are stressing great importance on concierge service. Reading Concierge 2 The basic duties of the concierge staff are to do bell service and to attend to guests special needs which are not provided by the hotel. Reading Concier

7、ge 3 In doing bell service the concierge attends the guests from their first step into the hotel to the final room destination. On the guests arrival, the bellman carries their luggage from the car. He leaves the luggage on the lobby floor until the guests finish registering. Then the bellman accomp

8、anies the guests with the luggage to the guest room. Once inside the room, the bellman checks the facilities and cleanliness in the room. He will also explain some special features of the hotel, and show how to use certain facilities. Normally the bellman points out some self- service items especial

9、ly, for example, the minibar or the in-room safe, in case unnecessary dispute arises when the guests check out. Reading Concierge 4 Besides the bell service, the concierge also provides information service. They should know the surrounding community as well as the hotel very well. Usually the concie

10、rge provides directions and information about local attractions and facilities. Actually the concierge assists guests with a lot more tasks like making restaurant reservations, arranging for car rentals, booking tickets to special events and assisting with various sightseeing arrangements. Reading C

11、oncierge 5 As can be seen above, the concierges job is playing a more and more important role in providing quality service for guests. A concierge needs to be able to do a number of tasks with great efficiency and perhaps at the same time. Thus it is a challenging job to be a qualified concierge. Re

12、ading throughoutprep. 遍及地区；遍及场所 e.g. The museum is open daily throughout the year. 这个博物馆一年到头每天都开放。 Reading e.g. Although it is a small company, it has successfully sold its products throughout the world. 虽然这家公司很小，但是它成功地把它的产品推销到世界各地。 stressv. 强调 e.g. As a teacher, he stressed the importance of a good

13、 education. 作为一名教师，他强调教育的重要性。 e.g. The supervisor stressed that the bellmen must welcome the guest with a smile. 主管强调，行李员应该必须对客人笑脸相迎。 Reading attend to 处理 e.g. The manager needs to attend to this matter immediately. 经理应该马上处理此事。 e.g. I have some urgent business to attend to. 我有一些紧急事情要处理。 Reading acco

14、mpanyv. 陪伴；伴同 e.g. I must ask you to accompany me to the police station to clarify the matter. 我必须让你陪我去警察局澄清此事。 e.g. The superstar is always travelling accompanied by a dozen of body guards. 这个明星出行时总是有很多保镖相随。 Reading disputen. 争执；争端 e.g. The managers were talking with some worker leaders about the p

15、ay disputes. 经理们正在与几名工人领袖讨论有关工资纠纷之事。 e.g. We have the right to know the result of the dispute over working hours. 我们有权利知道有关工作时间争议的结果。 Reading arisev. 发生 e.g. A new crisis has arisen in the small country. 这个小国又出现了新的危机。 e.g. No injuries arose from the road accident. 在这次交通事故中没有人员伤亡。 Reading surrounding

16、adj. 周围的 e.g. Three teams of villagers set out to look for the missing children in the surrounding areas. 村民们分成三队去附近地区寻找失踪的孩子。 e.g. Leaflets had been given to the people in the surrounding community. 周围的社区已经发放了传单。 Reading challengingadj. 有挑战性的 e.g. The teacher was astonished to hear such challenging

17、 questions raised by that quiet boy. 这个老师非常惊讶，那个安静的男孩竟然会提出如此有挑战性的 问题。 e.g. What Im looking for is a really challenging job. 我想要一份真正具有挑战性的工作。 Reading qualifiedadj. 有资格的；适合的 e.g. Shes well qualified for the job considering her education background. 考虑到她的教育背景，她非常适合这份工作。 e.g. We need a qualified person

18、to be the leader. 我们需要一个有资格的人来当领导。 Reading 礼宾员礼宾员 1 礼宾服务是酒店业普遍设置的服务。由于很多酒 店服务已经变得计算机化和标准化，礼宾服务经常给 予客人从其他途径无法得到的特殊关注。因此，许多 星级酒店都十分重视这一服务。 Reading 礼宾员礼宾员 2 礼宾处员工的基本职责是提供行李服务以及满足 客人提出的超越酒店经营范围的各种特殊要求。 Reading 礼宾员礼宾员 3 行李服务从礼宾员迎候客人开始，直到客人最后 入住客房结束。客人一到，行李员就将其行李从车上 搬进酒店。在客人办完登记入住手续前，行李应放在 大堂内。然后，行李员提着行李，

19、陪同客人到客房。 进房后，行李员首先检查房内设施和客房的清洁情况。 他还会介绍本酒店的某些特色服务，并告知客人如何 使用房内的某些设施。通常情况下，行李员会特别指 出一些自助服务设施的使用，如迷你吧或保险柜，以 避免客人在结账离店时产生不必要的分歧。 Reading 礼宾员礼宾员 4 除了行李服务，礼宾员还为客人提供信息服务。 他们必须熟悉酒店和周边社区的情况，因为他们经常 要告知客人去当地的旅游景点和某些设施的路线，并 提供相关的信息。实际上，礼宾员为客人提供更多的 其他服务，如餐厅预订、租车、特殊活动的订票工作、 安排各种旅游活动。 Reading 礼宾员礼宾员 5 由此可见，礼宾服务在为

20、客人提供优质服务中发 挥着越来越重要的作用。礼宾员需要高效且同时完成 多个任务。所以，要成为一名合格的礼宾员具有极大 的挑战性。 Reading Task 2 Read the passage and tick off the duties of the concierge mentioned in the passage. Reading doing bell service offering information service carrying luggage for guests helping guests finish checking in introducing hotel

21、services demonstrating how to use certain facilities in the guest room booking tickets renting vehicles for guests selling hotel products taking guests on sightseeing tours suggesting nightclubs picking up guests from airport Task 3 Read the passage again and put the steps in the job procedure of th

22、e bellman in the correct order. Reading A. Showing the guest into his/her room B. Waiting for the guest until he/she finishes checking in C. Carrying luggage for the guest D. Checking room cleanliness E. Introducing room facilities and hotel services Correct order: _ C B A D E Task 4 Match each of t

23、he following English phrases with its Chinese version. Reading a. common practice b. special features c. self-service items d. local attractions e. car rentals f. quality service g. a challenging job h. a qualified concierge A. 汽车租赁汽车租赁 B. 优质服务优质服务 C. 通常做法通常做法 D. 有资格的礼宾员有资格的礼宾员 E. 特色特色 F. 当地景点当地景点 G

24、. 自助项目自助项目 H. 有挑战性的工作有挑战性的工作 Key: a-C b-E c-G d-F e-A f-B g-H h-D bell service offering tourist information ordering a taxi arranging a tour bus introducing hotel service Dialog 1 Dialog 2 Dialog 3 Dialog 4 Dialog 5 Task 1 Listen to five short dialogs and decide what each dialog is about and mark ()

25、 where appropriate. Listening Task 2 Mr. Williams is asking the bellman about some hotel services after he has finished checking in. Tick off the services mentioned in the conversation. Listening Chinese restaurant Western restaurant business center copying service meeting service information servic

26、e Bellman (B): Mr. Williams, your room is on the 10th floor. Heres the lift. After you, sir. Mr. Williams (W): Thank you. Can I ask you some questions? B: Please feel (1) _ to ask. W: I hear Chinese food is delicious. Can you (2)_ some nice restaurants? B: Sure. Actually theres a very nice Chinese r

27、estaurant in our hotel on the second floor. There you can (3) _ different Chinese food. Task 3 Listen to the conversation in Task 2 again and fill in the blanks with the words or expressions provided in the box. Listening copying recommend free faxing try luggage stand business center Information De

28、sk W: Sounds great. Ill go there. And have you got a (4) _ ? Ill have a lot of paperwork to do, you see. W: Yes. Its on the first floor. It provides all necessary services such as (5) _ and printing, translating and (6) _ . W: Great. I guess Ill have a relatively easy time here with the help of the

29、staff in the business center here. By the way, where can I get a brochure of your hotel? B: You can get it from the (7) _in the lobby. Oh, here we are. This is your room, Mr. Williams. Where should I put your luggage? W: Just leave it on the (8) _. Thank you very much for your help. And this is for

30、you. B: Thank you, Mr. Williams. Hope youll enjoy your stay. copying recommend free faxing try luggage stand business center Information Desk Listening Key Key (1) free (2) recommend (3) try (4) business center (5) copying (6) faxing (7) Information Desk (8) luggage stand Task 3 Listen to the conver

31、sation in Task 2 again and fill in the blanks with the words or expressions provided in the box. Listening Task 4 A guest calls the concierge desk asking for help of picking up his luggage. Listen to the conversation and fill in the form with the information you hear. Listening David Green 801 11:30

32、 Two suitcases v 1. The bellman helps the guest pack his luggage. v 2. The guest carries the handbag himself because theres probably something valuable in the bag. v 3. The guest will be able to get his luggage with the claim tag. v 4. The bellman stores the guests luggage at the Front Desk before h

33、e picks it up. Task 5 Listen to the conversation in Task 4 again and decide if the following statements are true (T) or false (F). Listening F T T F Speaking Task 1 Read and practice the conversation in pairs. Speaking Task 1 Read and practice the conversation in pairs. Speaking Task 2 Mr. Lee arriv

34、es at Hyatt Hotel. The bellman comes over to help him with his luggage. Make up a conversation similar to the one in Task 1 with the expressions given in the box, and then act it out in pairs. Suggested Sample Welcome to Hyatt Hotel. So youve got four pieces of luggage altogether? Your room is on th

35、e 10th floor. Every room is equipped with broadband Internet. Anything else I can do for you? Its all in the trunk. Do you have Internet access in the guestroom? Is the Internet service free of charge? No more. Thank you very much. Suggested Sample Bellman (B): Good morning, sir. Welcome to Hyatt Ho

36、tel. Guest (G): Good morning. Thank you. B: Do you have any luggage? G: Yes. Its all in the trunk. B: So youve got four pieces of luggage altogether? G: Yes. Thats right. B: Let me get a luggage cart for you. Please wait a second Sorry to have kept you waiting. This way to the Front Desk, please. Il

37、l show you to your room soon after you finish checking in. G: Thanks. Speaking Suggested Sample B: Mr. Lee, your room is on the 10th floor. This way to the lift, please. G: Can I ask you a question? Do you have Internet access in the guestroom? B: Yes. Every room is equipped with broadband Internet.

38、 Youll find it very convenient to do business online. G: Great. By the way is the Internet service free of charge? B: Yes, its free of charge. Here we are. May I have your key card, please? Let me open the door. This is your room, Mr. Lee. Heres your key card. Anything else I can do for you? G: No m

39、ore. Thank you very much. B: Youre welcome. Have a good rest. Speaking Speaking Task 3 The bellman is introducing some services that Mr. and Mrs. Williams are interested in. The sentences in the following box are what the bellman introduces. Think about how Mr. and Mrs. Williams ask about these serv

40、ices, and then act out the conversation between the couple and the bellman. We have a large swimming pool. After a swim, you can take a massage. Our beauty parlor is on the second floor. Their service enjoys a good reputation among the lady guests. At the end of your stay if you want to buy some sou

41、venirs, you can go to the shop beside the lobby. Suggested Sample Suggested Sample Bellman (B): Welcome to Shangri-La Hotel, sir and madam. Mr. Williams (Mr.): Thanks. B: Let me carry the luggage for you. Mr.: Thank you. B: Are you here on business or on holiday? Mr.: Were here on business. By the w

42、ay, what can we do after a busy and tiring day? B: Oh, we have a large swimming pool. After a swim, you can take a massage. Mr.: Sounds great. I suppose the massage will be very relaxing. B: Right you are sir. Mrs. Williams (Mrs.): Do you have a beauty parlor? Speaking B: Yes. Our beauty parlor is o

43、n the second floor. Their service enjoys a good reputation among the lady guests. Mrs.: Great. Ill have my hair done this evening. By the way, wed like to buy something for our children. Can you suggest some places? B: Sure. At the end of your stay, if you want to buy some souvenirs, you can go to t

44、he shop beside the lobby. Mrs.: Thatll be very convenient. B: Yes. Here we are. This is your room. Anything else I can do for you, sir and madam? Mr.: No. Thank you for your help. B: Youre welcome. Enjoy your stay with us. Goodbye. Mr. use multimedia aid if possible. Project Task Description Step Th

45、ree Work still in the same group. Prepare a role-play of the whole procedure of the bell service. Use the information of special features of the hotel you obtained in Step One and Step Two when the bellman introduces hotel services. Vocabulary and Structure Task 1 Match the words in the box with the

46、ir definitions. sightseeing bellman concierge arise stress _ _ _ _ _ a man employed in a hotel to carry bags for people a person in a hotel whose job is to help guests by giving them information and arranging theater tickets, etc. to emphasize visiting interesting places as a tourist to happen; to o

47、ccur bellman concierge stress sightseeing arise Vocabulary and Structure Task 2 Write the Chinese names for the following hotels. A. Sheraton Hotel B. Hilton Hotel C. Marriot Hotel D. Grand Hyatt E. Westin Hotel F. Shangri-La Hotel G. Ritz-Carlton Hotel H. Crowne Plaza Hotels I. Holiday Inn Worldwid

48、e _ _ _ _ _ _ _ _ _ 喜来登酒店 希尔顿酒店 万豪酒店 东方君悦大酒店 威斯汀酒店 香格里拉酒店 丽兹卡尔顿酒店 皇冠假日酒店 国际假日酒店 Vocabulary and Structure Task 3 Fill in each blank with the appropriate form of the word given in brackets. 1. The police had searched the station and the _ (surround) area, but still couldnt find the missing boy. 2. Its

49、 said that our boss lives in a big house with an _ (attraction) garden. 3. Be careful with the suitcase. Theres something _ (value) inside. 4. Ill tell the chief concierge to make travel _(arrange) for your group as soon as possible. 5. Mr. Pan, may I have your _ (arrive) date, please? surrounding a

50、ttractive valuable arrangements arrival Vocabulary and Structure Task 4 Complete the sentences with the expressions in the box. 1. Youd better take the keys _ Im out. 2. Ive already made up my mind. Well, _ I dont think theres any point discussing it. 3. Take your mobile phone with you, just _. 4. R

51、ing the alarm bell on the wall _ fire. 5. Ive written down all the expenses during our stay here _ they over charge us. in case in case of in that case in case in that case in case in case of in case Vocabulary and Structure Task 5 Choose the best Chinese translation for each sentence. 1.The conveni

52、ent stores next to our hotel open round the clock. A. 我们酒店旁的便利店出售钟表。 B. 我们酒店旁的便利店在整点钟开始营业。 C. 我们酒店旁的便利店24小时营业。 D. 我们酒店旁全天营业的商店很方便。 C Vocabulary and Structure Task 5 Choose the best Chinese translation for each sentence. 2. Do you have a Lost and Found Desk? My purse is missing. A. 你们有人捡到一张桌子吗？我的钱包在里

53、面。 B. 你们这里有失物招领处吗？我的钱包丢了。 C. 你们有失而复得的桌子吗？我的钱包丢了。 D. 你们有人丢了一张桌子吗？我找到了一张，但没有 钱包。 B Vocabulary and Structure Task 5 Choose the best Chinese translation for each sentence. 3. We run a courtesy bus from the airport to the hotel. A. 我们有从机场到酒店的免费巴士。 B. 我们有从机场到酒店的礼宾巴士。 C. 我们礼节性地开通从机场到酒店的巴士。 D. 我们开着从机场到酒店的免费

54、巴士。 A Vocabulary and Structure Task 5 Choose the best Chinese translation for each sentence. 4. As many guest services have become computerized and standardized, concierge service often provides special attention a guest would not otherwise receive. A. 由于很多酒店服务已经变得计算机化和标准化，礼宾服务经常给 予客人无法得到的特殊关注。 B. 随

55、着很多酒店服务变得越来越计算机化和标准化，礼宾服务经常 给客人提供特殊关注。 C. 随着很多酒店服务变得越来越计算机化和标准化，礼宾员经常给 客人提供酒店不能提供的特殊服务。 D. 酒店服务由于使用了计算机，变得非常标准化，因此礼宾服务经 常给客人提供酒店无法提供的一些服务。 A Task 1 Listen to five short dialogs and decide what each dialog is about and mark () where appropriate. Listening Script Dialog 1: Concierge staff: Good evenin

56、g, sir and madam. What can I do for you? Guest: My wife and I would like to go on a tour of the city. Could you introduce some scenic spots here in Hangzhou? Dialog 2: Guest: This is our last day here. My group of tourists would like to have a look at the beautiful coastline. Could you help me find

57、a bus? Concierge staff: Sure. Our hotel has tour buses that can carry you wherever you want to go. Please fill out this form first. Task 1 Listen to five short dialogs and decide what each dialog is about and mark () where appropriate. Listening Script Dialog 3: Bellman: Youve got five pieces of bag

58、gage altogether. Is that right? Guest: Yes. They are all here. Dialog 4: Guest: Where can I have my hair done? Concierge staff: You can go to our beauty parlor on the 5th floor. Dialog 5: Guest: Im picking up my parents at the airport this morning. Can you possibly help to hire a taxi for me? Concie

59、rge staff: Sure. Your name and room number please? Task 2 Mr. Williams is asking the bellman about some hotel services after he has finished checking in. Tick off the services mentioned in the conversation. Listening Script Script Bellman (B): Mr. Williams. Your room is on the 10th floor. Heres the

60、lift. After you, sir. Mr. Williams (W): Thank you. Can I ask you some questions? B: Please feel free to ask. W: I hear Chinese food is delicious. Can you recommend some nice restaurants? B: Sure. Actually theres a very nice Chinese restaurant in our hotel on the second floor. There you can try diffe