旅游英语课件chapter4

1、chapter fourenglish at the hotel大连理工大学电子音像出版社contentscheck-in and checkouthousekeeping servicefood and beverageexchange of foreign currencyconvention and exhibition service section 1 section 2 section 3 section 4 section 5section 1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

2、的规范写作学会英语众欢迎客人的礼仪study objectivessection 1 part two situational dialogue part three writing-skill part four exercises part five social etiquette part one background materialpart one background material question: how to help the tourists with check-in and check-out formalities? tips for reference if

3、you are a tour guide who is helping your tourists to pass through checking-in or checking out formalities at hotel, here are the guidelines for you:sec 2sec 3sec 4sec 5sec 11. help the tourists check in and introduce them to the locations of the main facilities of the hotel 2. help the tour leader p

4、ut the room numbers on the luggage and have the luggage sent to the rooms as soon as possible.3. if the tourists have some problems, inform the floor attendant immediately and actively assist him in solving the problem.part one background materialsec 2sec 3sec 4sec 5sec 14. te1l the chef or the wait

5、ers of the restaurant how many people are in the group, who will be having the meal and any special requirements.5. make the tourists aware of the need to settle their bills. 6. remind the tourists to have their passports, plane (or train) tickets and customs declaration forms put in their carry-on

6、luggage and have a check. 7. tell the tourists when and where to collect the luggage, and check the number of pieces of luggage. part two situational dialoguea: a receptionist b: a tour guide c: a tourist d: a tour leader a: good afternoon! welcome to our hotel.b: good afternoon! id like to have two

7、 suites and ten single rooms1, please.a: have you made a reservation?b: yes. we have booked them for our tour group from the united states. i m wang hai. i m from china international travel service.a: oh, i, m sorry. there is no reservation from your service.b: i m sure we have made a reservation. c

8、ould you check again a reservation for friday for the tour group from the united states?a: all right. let me check again. ah, yes, two suites and ten single rooms from china international travel service. sec 2sec 3sec 4sec 5sec 1dialogue onepart two situational dialoguec: is there a bath in the room

9、s? i feel like taking a bath right now.a: yes, every room is equipped with2 a bath, a telephone and an air- conditioner.c: thats good!a: can i see your passports, please?d: yes, these are our passports.a: thank you. here are your passports. please fill in3 these registration forms.d: the registratio

10、n forms are finished. shall we have our keys to the rooms?a: of course. here are the keys to your rooms. your rooms are on the third floor. the bellboy wil1 take you to your rooms.d: thanks!sec 2sec 3sec 4sec 5sec 1part two situational dialoguesec 2sec 3sec 4sec 5sec 1b: i guess you must be tired af

11、ter a long trip. if theres nothing else you want, i will be leaving. i will meet you at the lobby on the ground floor at seven oclock tomorrow morning for your breakfast. you can take a good rest tonight.d: i dont think there is anything else.4 you have been very considerate. thank you very much.b:

12、you are welcome. enjoy your stay. see you tomorrow.d: see you tomorrow.part two situational dialoguevocabularysec 2sec 3sec 4sec 5sec 1reservation ,rezvein n. (旅馆房间、剧院座位等的) 预定receptionist risepnist n. 接待员suite swi:t n. (房间、器具等的)一套, 一 付, 一组passport p:sp:t n. 护照; 通行证; 执照bellboy belbi n. （旅馆、俱乐部等的）行李 服

13、务员；侍者registration ,redistrein n. 登记; 登记证; 登记人员的 数目; 注册lobby lbi n. （剧院、旅馆等的）门廊、 门厅 返回notes1 id like to相似的句型有“ i want”“ i prefer。 i want a double room我想要一个双人间。 i prefer a quiet room 我想要一间安静的客房。2. be equipped with 意思是“装备、配备”。 the hotel is equipped with the chinese traditional furniture 饭店配有中国传统式样的家具。s

14、ec 2sec 3sec 4sec 5sec 13 fill in填写 he was filling in the application form他正在填写登记表。4 i dont think there is anything else 意思是我想没有什么事情了。 不能说“i think there is not anything else。 part two situational dialoguea: a tour guide b: a tour leader c: a clerka: good morning everyone! we are going to check out t

15、his morning. is everybody here?b: yes.a: is everybodys luggage ready?b: yes, everything is all right.a: thank you for being so punctual.1 the bellboy2 will take your luggage to the bus. ten minutes later, please meet at the dining-hall. breakfast is to be served at 7:40. after you have your breakfas

16、t, please meet on the bus. we wil1 set off to the airport at 8: 30. the departure time of the flight is 10 oclock this morning. is this schedule all right? dialogue twosec 2sec 3sec 4sec 5sec 1part two situational dialogueb: yes, thank you. a: would you please come with me to check the luggage?b: ye

17、s, of course.a: there are altogether l6 pieces of luggage.b: yes. that is l6.a: are they all locked?b: yes, they are. now, can you go with me to the front desk to check out ?a: sure. (at the front desk)c: good morning, sir. do you want to check out3?b: yes, our rooms are 501, 502, 503, 504, and my n

18、ame is john smith.sec 2sec 3sec 4sec 5sec 1part two situational dialoguec: here is your bi1l. two nights at 300 yuan each and here are the meals that you had at the hotel including the breakfast this morning. that makes total of 4,500 yuan. is that right?b: yes, i think so.c: how would you like to p

19、ay?4b: id like to pay in cash.c: here is your receipt. we look forward to seeing you again.5b: thank you. good-bye. sec 2sec 3sec 4sec 5sec 1part two situational dialoguesec 2sec 3sec 4sec 5sec 1vocabularyreceipt risi:t n. 收条, 收据punctual pktjul adj. 准时的, 严守时间的, 按期的departure dip:t n. 起程; (火车的)发车; (飞机

20、)起飞schedule skedjul n. 时间表, 课程表, 日程表; 火车时刻表total tutl adj. 总的, 总括的, 全体的, 全面发动的 notes返回1. be busy with/about/at/over sth. 意思是“忙于某事”。 he was busy with his design of the new building 他忙于新大楼的设计。2thank you for being so punctual 句中的“thank you for”表示“为而感谢某人”，介词for后面接名词或动 名词。 thank you for your help 感谢你的帮助。

21、 thank you for telling me the good news 谢谢你告诉我这个好消息。sec 2sec 3sec 4sec 5sec 1notes返回3. bellboy相当于bellman, 饭店侍者，旅馆服务员，负责搬运客人的行李。4. check out 办理离店手续5. how would you like to pay? 询问付费方式，意思是“你要怎样付账?”6. we look forward to seeing you again 与客人告别时的祝福语，意思是“希望下次再见到你们”。 sec 2sec 3sec 4sec 5sec 1part two situa

22、tional dialogue1. i m from china international travel service. 我是中国国际旅行社的工作人员。2. we have booked two suites and ten single rooms for our tour group from the united states. 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. we have to start early tomorrow morning because of the busy schedule, im afraid. 因为行程比较紧张，所以明天早晨我们

23、要早点出发。4. wed like to require a morning call at 7:00 tomorrow. 我们需要七点钟的叫早服务。5. the breakfast is available from 6:30 at the buffet at the second floor. 早晨六点半在二楼的自助餐厅提供早餐。useful expressionsfor a tour guidesec 2sec 3sec 4sec 5sec 1part two situational dialogue6. i guess you must be tired after a long tr

24、ip. if theres nothing else you want, i will be leaving. 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. i will meet you at the lobby on the ground floor at eight oclock tomorrow morning. 明天早晨八点钟我在一楼大厅等你们。8. we are going to check out this morning. is everybody here? 今天早晨我们要结账离店，人都到齐了吗？9. would you please come

25、with me to check the luggage? 我们一起来检查一下行李吧！10. can you go with me to the front desk to check out ? 你能和我一起到前台结账吗？ useful expressionssec 2sec 3sec 4sec 5sec 1part two situational dialogue1. i reserve a standard suite three weeks ago. im 我是，我在三周前预定了一间标准套。2ive just arrived from hong kong. could you let

26、me have a room for tonight? 我刚从香港来，想知道现在有没有空房？3ill take care of the registration form. 我来填写入住登记表。4i should say i prefer to stay here. 我想说我更喜欢住在这家酒店。5. a friend of mine highly recommended you hotel to me. 我的一位朋友向我极力推荐你们饭店。 useful expressions for a touristsec 2sec 3sec 4sec 5sec 1part two situational

27、dialogue6. could i pay with travelers checks? 我能用旅行支票付款吗？7is this where i can pay my hotel bills? 是在这结账吗？8my room number is and id like to check out now. 房间，现在就结帐。9is there a special rate for a group reservation? 团体预定有优惠吗？10. what if there isnt any room then? 倘若到时候没有空房怎么办？useful expressionssec 2sec

28、3sec 4sec 5sec 1part three writing-skillhow to fill in a registration form tips for referencesec 2sec 3sec 4sec 5sec 1 generally speaking, a registration form for a foreigner client should include the following items, such as nationality, full name, date of birth, sex, passport number and type of vi

29、sa, reason and duration for stay, entry time and place, reception unit; more over, it also should cover the details as to the room number, rate, arrival and departure time, form of payment, address, the clients signature, the receptionist signature and the hotels duty-free declaration etc. part thre

30、e writing-skillsample 1(1)sec 2sec 3sec 4sec 5sec 1registration form of temporary residence 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 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

31、 departurenationality1part three writing-skillsample 1(2)sec 2sec 3sec 4sec 5sec 1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 23:00 hrs4.结账后请交回客房门钥匙please return your room key to front

32、 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：safe deposit boxes2cashier counter4front office3 form of payment5part three writing-

33、skillsample 2(1)sec 2sec 3sec 4sec 5sec 1registration form of temporary residence for group 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.profession of occupation6part three writing-skillsample 2(2)se

34、c 2sec 3sec 4sec 5sec 1何处来何处去where from and to留宿单位： 接待单位：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。notes返回1. nationality 国籍2. safe deposit boxes 保险箱3. the front office 前台4. the cashiers desk/ counter 收银台5. the form of the payment: in cash, with travelers checks and by credit card 支付方式：现金，旅行支票和信用

35、卡6. profession /occupation 职业sec 2sec 3sec 4sec 5sec 1part three writing-skill please fill in a registration form at hotel on the following basis: the number of the tourists is 13, the arrival & departure dates is from may 24th to 28th, the price is 198 rmb yuan per night. writing practicesec 2s

36、ec 3sec 4sec 5sec 1part four exercises1. reading aloud until you can say it from memory, then translate it into chinese. the front office staff seem to do all the things-receive reservations, register guests, assign rooms, distribute baggage, store guests valuables, provide information, deliver mail

37、s and messages, exchange foreign currencies, check room occupancies, check guests out and so on. in order to fulfill these tasks, the staff must have a neat and smart appearance, good manners, adaptability, a knowledge of languages and a head for figures. the most important of all the qualities is a

38、 real liking for people and a warm desire to help them.sec 2sec 3sec 4sec 5sec 1part four exercises2. fill in the blanks according to the context. a: a reservationist b: a clienta: reservations! can i (1) ?b: yes, id like to book a room for my friend, gary smith.a: what kind of room (2) ?b: a double

39、 room with bath. (3) is it ?a: its 180 yuan. (4) will he be staying ?b: ten days.a: when will he (5) ?b: on the 18th.a: would you like (6) ?b: no, thanks.a: a (7) room with (8) without breakfast from the 18th and for ten days .b: thats right, thank you.a: thank you. goodbye. sec 2sec 3sec 4sec 5sec

40、1help you_would you like_how much_how long_arrive_breakfast_double_bath_part four exercises3. read the following passage and decide whether they are true (t) or false (f). the aim of the hotel is to create a home away from home for all the traveling guests who need rest, food and drink. the hotel sh

41、ould always satisfy its guests. the more the guests satisfy, the more successful the hotel will be. sec 2sec 3sec 4sec 5sec 1part four exercisessec 2sec 3sec 4sec 5sec 1 the front office of a hotel is not only its shop window, but also its nerve center. it is usually located near the main entrance t

42、o the hall. so the front office staff must have neat and smart appearances, good manners, a knowledge of languages and a head of figures. the front office staffs efficiency and personality are of great importance to the realization of the hotels aim. the most important of all the qualities is a real

43、 liking for people and a warm desire to help them. when an overbooking occurs, the front office staff should find a room in another establishment for the guest. part four exercises(1) a hotel that satisfies its guests is likely to be successful.(2) the front office is usually located near the main e

44、ntrance to the hall. (3) when an overbooking occurs, the hotel does not need to find a room in another establishment for the guest. (4) telephone service is free in all hotels. (5) for many guests the front office employees represent the hotel because they are the only members of the staff with whom

45、 the guests have contact with. t（ ）t（ ）f（ ）f（ ）f（ ）sec 2sec 3sec 4sec 5sec 1part four exercises4. role play. its 10:00 in the morning. edward smith is in room 303 and wants to check out. when he sees the bill, he refuses to pay, for its far too much. so the cashier have to get the manager.sec 2sec 3

46、sec 4sec 5sec 1part four exercises5. translation(1) 每个房间都带有浴室、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。every room is equipped with a bath, a te1ephone and an air-conditioner. _sec 2sec 3sec 4sec 5sec 1here are the keys to your room, your room number is 305. the be

47、llman wi1l take you to your room. _the hotel is an inlitatiot1 of ancient architecture, and it is equipped with the chinese traditional furniture._part four exercises(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？ sec 2sec 3sec 4sec 5sec 1attention pl

48、ease. we will check out at 7: 30 tomorrow morning. please get your checked luggage ready and put them outside the door before having breakfast. _mrs. wang, your room is not only airy, but also commanding the view of the whole lake. _excuse me, is there where i can pay my hotel bills? _part five soci

49、al etiquette apparently the commendation is to praise a persons superior quality, the outstanding ability, the splendid work, the appearance, the clothing and personal adornments as well as good personal qualities. in fact, it is an important meaning to preserve and promote the interpersonal relatio

50、nships. the people have a kind of mental disposition to listen to the praise words more or less. appropriate praise will win the goodwill of the other side, carry on the human relations activity smoothly, will make the interpersonal relationships harmonious.etiquette of compliment sec 2sec 3sec 4sec

51、 5sec 1transactionpart five social etiquettesec 2sec 3sec 4sec 5sec 1 there are many big differences between function, way, object and restriction factor and so on. compared with chinese, the western people pay more attention to the praising, and are willing to listen to other peoples compliment, bu

52、t also glad to praise others. the following expressions can do the job while presenting compliments to the others:1. you look great today.2. you did a good job. 3. were so proud of you. 4. im very pleased with your work. 5. this is really a nice place. transactionpart five social etiquettesec 2sec 3

53、sec 4sec 5sec 16. youre looking sharp!7. you always know the right thing to say. 8. youre very eloquent.9. nice going! 10. everything tastes great. 11. your son/daughter is so cute. 12. youre very professional. 13. youve got a great personality. 14. youre so smart. 15.you have a good sense of humor.

54、16.you have a good taste. 17.your chinese is really surprising. 18.you have a very successful business. transaction返回notes 表面上看，称赞是对一个人的优秀品质、杰出的能力、出色的工作、仪表、衣饰以及个人良好素质或美好器物的赞许和褒奖。实际上它对维系和促进人际关系具有重要意义。人们或多或少有一种爱听赞扬话的心理倾向。恰当的称赞话会博得对方的好感，会使交际活动顺利进行，会使人际关系和谐融洽。 由于受特定文化的影响，称赞在功能、方式、对象和制约因素等方面又出现很大的差异。与中国人

55、相比，英美等西方国家的人们更看重称赞的作用，乐意听到别人的恭维话，同时也乐意赞扬别人。以下句型在称赞别人时很管用：1. 你今天看上去很棒。 2. 你干得非常好。 3. 我们十分为你骄傲。4. 我对你的工作非常满意。5. 这真是个好地方！ 6. 你看上去真精神/真棒/真漂亮。7. 你总是说话得体 8. 你的口才很好9. 干得好！ 10. 每样东西都很美味！11. 你的孩子很可爱 12. 你非常专业。13. 你的个性很好。 14. 你非常聪明。15. 你真幽默。 16. 你很有品位。17. 你的中文令人惊讶。 18. 你的事业很成功。 sec 2sec 3sec 4sec 5sec 1称赞习俗称赞

56、习俗section 2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 如何使用如何使用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。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study objectivessection 2 part two situational dialogue part three writ

57、ing-skill part four exercises part five social etiquette part one background materialpart one background materialquestion: why the housekeeping department is so important? the housekeeping department is the backbone of a hotel. in a sense, it is possible to say that a clean and attractive guest room

58、 is one of the products that the hotel sells. the main duty of the housekeeping department staff is to see 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

59、 work closely with the front office. sec 2sec 3sec 4sec 5sec 1tips for referencepart one background material it should be noted that 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,

60、 linen-room attendants, supervisors and housekeepers, can do a great deal to assure a high business repeat rate and a high occupancy rate, not only through the efficiency in their jobs but also through their heart-felt warmth in serving the guests. sec 2sec 3sec 4sec 5sec 1part two situational dialoguea