SHERTON喜来登酒店英语培训

1、Chapter 1. Courtesy EnglishUnit 1 : GREETING & FAREWELLSVOCABULARYwelcome欢迎 friend朋友 farewell告别PHRASES ON THE JOBGood morningGood afternoonGood eveningWelcomebackHi早上好下午好晚上好欢迎回来嗨HelloHow do you do?How are you?Fine, thankyou, and you?你好你好你好吗？很好，谢谢,你呢？Fine, thanks, and you?Good-byeGood nightGood-b

2、ye for now很好，谢谢，你呢?再见晚安再见Have a good evening See you later.It was nice to see you again.It was nice seeing you.很高兴又见到你。晚上愉快。你。回头见。很高兴见到Have a good weekendsee you again周末愉快。Have a safe tripHave a good dayHope to祝您愉快。希望再见到Look forward to seeing you盼望再见到您Thank you for coming (Thanks for coming)again感谢光

3、临。LISTEN TO THE CONVERSATIONListen to the guest and then fill the gap in each sentence.The guest s name is .The staff s name is .The guest willtoday.He' ll live innext time he comes.TALKING TO THE GUESTStaff :Good morning. Mr. Smith. How are you today>?Guest: Good morning. Jane. I ' m fin

4、e, thanks, and you?Staff : I'm fine too. Are you checking-out today?Guest: yes, I think soStaff : Did you enjoy your stay here?Guest: Yes, I did.Staff : I hope our service is to your satisfactionGuest: Sure. I ' m very pleased with everything here.Staff : Thank you. I wish you a nice trip ho

5、me and look forward to seeing youagain.Guest: Thank you. I ' ll definitely cometo the Sheraton next time I ' min Tianjin.PAIRWORKFind a partner and play the roles of the staff and the guest who willbe on holiday soon.OXFORD HUMOURThe more I study, the more I know.The more I know, the more I

6、forget.The more I forget, the less I know.So why study?UNIT 2:INTRODUCTIONSVOCABULARY.introduce介绍 happy高兴 spell out拼写出来PHRASES ON THE JOBMy name is John SmithIt ' s nice to meet you.It' s nice meeting youi.我叫约翰.史密斯。很高兴见到您。很高兴见到您。I ' m Mary CopperI ' m pleased to meet youI m glad to m

7、eet you.我叫玛丽.库伯。见到您。Let me introduce you to John Smith我把你介绍给约翰.史密斯。I ' d like you to meet Mr. Thomson.希望你认识一下托玛斯先生。Have we met before?我们以前见过面吗？LISTEN TO THE CONVERSATIONTALKING TO THE GUES T很高兴见到您。很高兴I d like to introduce you to Mary Copper.我想把你介绍给玛丽I don t think we ve met before我想我们以前没见过。You &#

8、39; re new here, aren ' t you?你是新来的，对吗？Staff : Good morning, sir, May I know your name?Guest: Certainly. My name is John SmithStaff : Would you please spell your last name?Guest: Sure. P-a-r-k-I-n-s-o-n, Parkinson.Staff : How do you do Mr. Parkinson? Welcome to our hotelGuest: How do you do? Ver

9、y nice to meet you.StaffHope you ll enjoy you stay here.Guest: I think I willStaff : See you later.Guest: See you.PAIRWORKIntroduce yourself to a partner.EXERCISEPut in articles where needed.A: Would you like cold milk?ve got it.B: Yes, please. I' d like glass of beer if youA: I ' ll go and

10、have a look in kitchen.Yes, there ' s bottle here, but it isn' t coldB: Never mind. Can I have piece of ice in it?A: Sure. There is quite a lot in refrigerator.IDIOMS:No pain no gain.As busy as a bee.Hand and foot.As proud as a peacock.As hungry as a wolfBeat about the bush.UNIT 3: APOLOGIES

11、VOCABULARYExcuse 原谅 apologize请求原谅mistake错误PHRASES ON THE JOBExcuse meI m sorryplease forgive me.That' s Ok打扰一下。对不起。请原谅。没什么。I do apologizeThat' s all rightPlease acceptour apology.我很抱歉。没关系请接受我们的 歉意。Would you please wait a moment?Would you mind waiting asecond?请稍等好吗?请稍等好吗?I didn ' t mean f

12、or that to happen.assure you it won thappen again.我是不想出这种事的。我向您保证以后不再发生这种事。TALKING TO THE GUESTGuest: Excuse me. I think there is a mistake in my bill.StaffI ' m sorry to hear that.I ' ll check for you right away. Would youplease wait a moment?Guest: OK. ( a moment later)StaffI do applogize,

13、 Mr. Smith. There is a mistake in your bill. I assureyou it won ' t happenagain.Guest: Well, that s all rightEXERCISEPut in the missing word.Mr and Mrs Miller are from Austria. They often go shopping without their German guide.But they can' t to the taxi driver as they cana word of Chinese.T

14、hey don' t know how to him where they want to go. And the driver doesn ' t know how to to them because he dosen ' t German.Mr. Miller to himself."I wish I could some Chinese. ”UNIT 4:OFFERING HELPVOCABULARYAppreciate喜欢grateful感谢offer提供assist帮助favor喜欢desire希望PHRASES ON THE JOBAnythin

15、g I can do for you?If there s anything I can do to help,please let me know.我能为您做些什么?如果有我能帮忙的话，请告诉我Can I help you?IfI can be of assistance. Please do nothesitate.我能帮忙吗？Do you need any help?要帮忙吗？Can I give you a hand?要帮忙吗？If you don ' t mind.如果你不介意。There' s no h urry不着急。Going up?上楼吗？LISTEN TO

16、THE CONVERSATIONStaffGuest: Yes, I如果要我帮忙，别犹豫，尽管讲。I'd be very glad to help you.很高兴认识你。If you wouldn ' t mind.如果你不介意。If it ' s no trouble如果不麻烦的话。please take your time不着急。Going down.下楼。Excuse me, May I help you?m looking for my room.StaffMay I know your room number, please?Guest: Yes, my ro

17、om number is 358.llStaff : That s at the other end of the corridor. Follow me. Please.Ishow you to your room.Guest: Thank you. It ' s very kind of you.Staff : It ' s my pleasure to serve you. Please enjoy your stay.Guest: Yes. I will.Staff : Going up, sir?Guest: YesStaff : Watch your steps,

18、please, The floor is wet.Guest: OK, Thank you.Staff : By the way, may I help you with your luggage?Guest: Sure, That ' s very kind of you.Staff :You' re most welcomePAIRWORKFind a partner and play the roles of the guest and the staff. The guest wants to find the fitness center.EXERCISEPut li

19、ttle, a little, fewor a few into the sentences.We needmore staffThere ismilk left. Go and get some.He asked formore salt.UNIT 5:THANKS AND REPLIESVOCABULARY电线 light 灯 noisy 吵 indeedRepair 修理 kitchen 厨房 wire的确by the way 顺便说一下Electrician电器师 colleague同事 as soon as possible 尽 可能早help sb with sth帮助某人做某事P

20、HRASE ON THE JOBThanksThank you very muchThank you ever so much谢谢。非常感谢。太感谢了。I appreciate that/itThat' s very kind of you.You are so sweet我很感激你太好了你真甜。Thank you just the same You re most welcome It s my pleasure to serve you.同样得感谢您。不客气。很荣幸为您服务。That' s quite all rightI' m pleased to be of s

21、ervices of you I know nextto nothing.一点儿关系也没有。愿意为您效劳。我几乎一窍不通。LISTEN TO THE CONVERSATIONListen to the talk between the guest and the staff an then decide whether the following statements are right or wrong.The problem is in the bedroom.One of the lights is broken.Something is wrong with the TV as wel

22、l.The electrician will repair the TV right away.TALKING TO THE GUESTStaff : Good afternoon. Miss Thomson. I' m here to repair your light.Guest: That ' s very nice. It ' s this one in the kitchen. It doesn' t workStaffLet me have a look. Oh, a wire is loose. Now, its all right.Guest:

23、Yes, it is. Thank you very much indeed.Staff : It s my pleasure.Guest: By the way, my telephone is too noisy. Could you please help mewith this?Staff : Sorry, I ' man electrician. I know next to nothing about telephone. But I ' ll call mycolleague to come as soon as possible.Guest :OK. Thank

24、 you just the same.Staff : Not at all. Good-bye, Mrs. Thomson.Guest :Good-byePAIRWORKFind a partner and play the roles of the guest and the staff. The guest wants a baby cot.EXERCISEPut the verbs into correct tenses:A: Which country (be) you from, Ms. Miller?B: I (be) from Brazil.A: Did you(come) ye

25、sterday?B: No. I(come) the day before yesterday.A: So you(stay) here from 2 nightsB: Yes, and I leave for home tomorrow.UNIT 6 :REQUESTS AND REPLIES为某人帮助next to 紧挨者VOCABULARYFavour 喜欢 over there 在那边 do sb a favourlook for 寻找 request 要求Easy 容易 reply 回答 trouble麻烦 problem问题PHRASES ON THE JOBWould you p

26、lease do me a favour?能帮我个忙吗？Could you do me a favour?帮我个忙好吗?Could I ask you a favour帮我个忙好吗？Could you do a favour for me?帮我个忙好吗?Could you possibly do a favour for me?Of course帮我个忙好吗?当然No problemNo trouble at all.I d be glad to meet you没问题。不麻烦。我会很高兴的LISTEN TO THE CONVERSATIONListen to the talk between

27、 the guest and a staff and then answer 2 questions.What' s the guest ' s request?Where could he find it?TALKING TO THE GUESTGuest: Excuse me.Staff : YesGuest: Could you please do me a favour?Staff : Certainly. What can I do for you?Guest: I ' m looking for the Sales DepartmentStaff : Tha

28、t' s easy. It ' s over there, next to the Information DeskGuest: I see, Thanks a lot.StaffMy pleasure.guest wants to sendgranddaughter第一代表兄弟姐CongratulationsPAIR WORKFind a partner and play the roles of a guest and a staff. The a letter.EXERCISERespond to the following using “Neither, Either

29、or So ”I can' t speak English.Christmas is an important holidayI don ' t like fish.I ' m very fond of sweet and sour pork.UNIT 7 :LONG THIME NO SEEVOVABULARYAge年代pretty 相当的on holiday 度假 daughter 女儿孙女 grandson 孙儿Aunt 姨、姑、婶 uncle 叔、伯、舅 son 儿子 first cousin 妹second cousin 第二代表兄弟姐妹PHRASES ON

30、THE JOBLong time no see. I haven ' t seen you for ages.LISTEN TO THE CONVERSATIONListen to the talk between the guest and the staff and then fill in the table withthe informationThe guest ' s name isShe wentShe has grandchildrenTALKING TO THE GUESTStaff : Good morning. How are you Ms. Jackso

31、n? Haven ' t seen you for ages.Guest: Yes. Long time no see. I ' m fine, thanks. How are you?Staff : Pretty well. Did you go on holiday?Guest: Yes, I went back home because my daughter had a baby.Staff:CongratulationsGuest: ThanksStaff:A girl or a boy?Guest: A girlStaffSo you have a granddau

32、ghter nowGuest: A granddaughter? I ve got threeStaff:Three granddaughtersGuest: Yes, and a grandson as well.Staff:They must be very lovelyGuest: Sure. I enjoy them greatly.PAIRWORKFind a partner and play the part of a guest and a staff. The guest went back home because her brother was ill.UNIT 8 :AS

33、KING PEOPLE TO REPEATVOCUBULARYReservation 预定 nationality 国籍 at least 至少 I ' m afraid 恐怕 Australian 澳大利亚人plan计划Pardon 原谅 Beg 请求 On the fourth floor在四楼 repeat 重 复possible 可能 intend 打算PHRASES ON THE JOBPardon? Please say it slowly.I beg your pardon I didn ' t follow you没听清?请慢慢讲。我没听清我没听懂。Would

34、you please say it again?请您再说一遍好吗？LISTEN TO THE CONVERSATIONListen to the conversation between the guest and the staff and then answer the following questions:When did the guest get to the hotel>What' s his name and nationality?How long did he plan to stay?What room did the staff give him?TALI

35、NG TO THE GUESTStaff : Good evening, sir, do you have a reservation?Guest: No. I ' m afraid not.Staff : May I know your name, please?Guest: Yes, I ' m David WhiteStaffYour nationality?Guest: I m AustralianStaff : Sorry, I beg your pardon?Guest: I ' m AustralianStaff : I see. How long do

36、you intend to stay?Guest: At least a week. Possibly longer.Staff : Good. I can give you a room on the 4 th floor, is that all right?Guest: Yes. It ' s quite all right. Thank you very much.Staff : You' re most welcome.ADDITIONAL EXPRESSION AND PHRASESSorry to have kept you waiting抱歉让您久等了。Excu

37、se me for interrupting抱歉打扰一下了。It doesn ' t matter 没关系。Please take your time 另 急。I ' ll try my best我将尽力而为。It ' s my pleasure to serve you为您服务很荣幸。May I call you back可以给您打回去吗?Can I assist you further? 还能给您帮什么忙吗？Sit down at this table, please 请坐这张桌子。I ll take care of that. 我来处理这件事。Would you

38、mind waiting for a moment? 请稍等，您介意吗？One for the road 走前再喝一杯。I ll have another on ice 我再要一杯加冰的。Follow me, please. 请跟我来。Welcome back欢迎您回来。Let me help you 我来帮您。There is no hurry 别着急。I ll be with you in a moment 我马上就来。After you. 您先请。Chapter 2 General EnglishThe hospitality industry in Chian is a growing

39、 industry with unique challenges.These challenges will be met by motivated and well trained professionals such as yourself. TheEnglish language is a tool that will enable you to communicate witha majority of the guests you meet a Sheraton.In addition, a new world of information and resources will be

40、 open to you as you can learn from people form different countries and cultures.In today ' s ever increasing competitive enviroment, the most valuable employeses are those people who have the ability to work in manydifferent areas of the hotel. We call this ability “multi-skilled ” ,and in China

41、 one of the biggest barriers to achieving this goal is the language barrier.Study hard, strive for excellence, and remember that at all times you representSheraton to our guests., other employees, and the community. Every week we spend5 days or more per week at work. Why not makethis time an investm

42、ent in your future by taking on more responsibilities, being proactive, and learning as much as youcan about our dynamic PEOPLE DRIVEN industry? With your new found “ multi-skilled “ English abilities and SGSS I guarantee you will have a bright,rewarding, and successful future!UNIT 1:FINDING PLACESV

43、OCABULARYFax 传真miss 错过colleague 同事 lift 电梯 get off 下left 左 right 右 send 发达Take 乘 then 然后 Front Office前台 Business Centre商务中心PHRASES ON THE JOBCould you please tell me?It s on the second floor请你告诉我好吗？在二楼。It ' s on the right side of the corridorTurn left在走廊的右边。左拐。LISTEN TO THE GUESTListen to the co

44、nversation between the staff and the guest and then fill in the blanksThe guest wants to send aHe should go to He may go byIt，s on the floorTALKING TO THE GUESTStaff: Good morning, madam. Can I help you?Guest: Yes. Could you please tell me where I can send a fax?StaffYou may go the Business Centre.

45、My colleague there can do it for you.Guest: But where is the Business Centre?Staff : It s on the second floor, just above the Front Office. You may take the lift here, get off onthe second , and then turn left. The Business Centre is on the right side of the corridor.You can ' t miss it.Guest: T

46、hank you very much. You ' ve been of great help.Staff : It ' s my pleasure to be of service.PAIRWORKThe guest wants to find the apartment buildingFind a partner and play the role of the guest and the staff.Using what you have learnedMake sentences with the following phrases:You' d better

47、Get ready for / toSet the tableHave a day offin timelook forward toUNIT 2:TIMEVOCABULARYBeijing Time 北京时间 special 特殊的 rate 价格 correct正确的rate 价格 seem似乎Cheaper 更便宜 in the morning在早上 at night 夜里 urgent紧急的downtown市中心Hour 小时 difference 不同、差另U o' clock 钟PHRASES ON THE JOBThere s a time difference of 6

48、 hours.evening时差6小时。I d better make the call in the我最好晚上打电话That s greatIs it the correct time?It s 5:50 by my watch.太棒了。时间准吗?我的表是5点50分。LISTEN TO THE GUESTListen to the talk between the guest and the staff and then decide whether the statements are right or wrong.Yes/No.It s 2:35 in the afternoonYes/

49、NoThe guest wants to make a call to PolandThe special night rates start from 9:00 pmYes/NoThe time difference is 3 hoursYes/No.TALING TO THE GUESTGuest: Excuse me. What time is it now?Staff : It ' s 2:25 by my watch;Guest: Is it the correct time?Staff : Yes, I think so .Guest: You use Beijing Ti

50、me here, don ' t you?Staff : Yes, we doGuest: Do you know what time it is now in Holland?Staff : I guest it is about half past eight in the morning. There is a timedifference of 6 hoursGuest: I see. I want to call back home. It seemsI ' d better make the call inthe eveningStaff : I think so

51、if nothing is urgent, because there are special rates at night after 9:00Guest: Do you mean cheaper?Staff:YesGuest: That ' s great. Thank youStaff:My pleasurePROVERBSA light heart lives longHealth is better then wealth.A man becomes learned by asking questions.UNIT 3 :GETTING INFORMATIONVOCABULA

52、RYCheck 检查 German 德国人 over there 在那边 American 美国人 second 秒 mean意思Wonder 奇怪 stand for 代表 taxi 出租车 apartment building 公寓楼PHRASES ON THE JOBWhat does this stand for ?Thank you for your help.Please waita second这代表什么?感谢您的帮助请等一会儿I ll check for youNo wonder.我给您查一下。难怪呢！LISTEN TO THE CONVERSATIONListen to th

53、e conversation and then fill in the table with the information about the lady ' s friend.NAMEROOM NUMBERNATIONALITYFIRST NAMEFAMILY NAMETALKING TO THE GUESTStaff : Good morning, ma ' am. Anything I can do for you?StaffGuest: Good morning. I ' m here to see my friend. But I don' t kno

54、w which building she lives inDo you have her room number?Guest: Yes, Its 408Staff : May I know your friend s name?Guest: Sure. Her name is Shelly, Shelly WilsonStaff : Is she an American?Guest: No, she is GermanStaff:Please with a second. I' ll check for youGuest: OKStaff:Yes, here it is. She li

55、ves in Room2408 in the apartment building overthereGuest: What does 2 mean?Staff : It stands for the Apartment BuildingGuest: I see. No wonder. Thank you for your helpStaff :You' re welcome.GUESSING RIDDLESI go out every day but I never leave my home. What am I ?What is it that can carry a message to anyone in any town?What is it that when once lost you can never find again?What is it that cannot burn in the fire and cannot drown in water?UNIT 4:VISITING A GUESTeaseVOCABULARYVisitor 客人 exit出口adapter 连接器 n