SHERATON喜来登酒店英语培训

1、【最新资料，chaoter文档Co可编辑修ng】hVOCABULARYUnit 1:GREETING &.FAREWELLSwelcome欢迎friend朋友farewell告别identify识别definitelyr H.- 冃定safePHRASES ON THE JOBGood morningGood after noonGood eve ningWelcome backHi早上好下午好晚上好欢迎回来嗨HelloHow do you do?How are you?Fine,thank you, and you?你好你好你好吗？很好，谢谢，你呢？Fine, tha nks, an

2、d you?Good-byeGood ni ghtGood-bye for now很好，谢谢，你呢？再见晚安再见It was nice to see you aga in. Have a good eve ning See you later.It was nice see ing you.很高兴又见到你。晚上愉快。回头见。很高兴见到你。Have a good weekendHave a safe tripHave a good dayHopeto see you aga in周末愉快。一路平安。祝您愉快。希望再见到您。Thank you for coming (Tha nks for com

3、ing)Look forward to see ingyou aga in感谢光临。盼望再见到您。LISTEN TO THE CONVERSATIONListe n to the guest and the n fill the gap in each senten ce.The guest s name is._The staff s name is._The guest will today.He ll live in next time he comes.TALKING TO THE GUESTStaff :Good morning. Mr. Smith. How are you tod

4、ay?Guest: Good morning. Jane.I m fine, thanks, and you?StaffI m fine too. Are you check in g-out today?Guest: yes, I thi nk soStaffDid you enjoy your stay here?Guest: Yes, I did.I hope our service is to your satisfacti onGuest: Sure. I m very pleased with everything here.Staff : Thank you. I wish yo

5、u a nice trip home and look forward to seeing you aga in.Guest: Thank you. I II definitely come to the Sheraton next timeI m inTianji n.PAIR WORKFind a part ner and play the roles of the staff and the guest who will be onholiday soon.OXFORD HUMOURThe more I study, the more I know.The more I know, th

6、e more I forget.The more I forget, the less I know.So why study?UNIT 2:INTRODUCTIONSVOCABULARY.in troduce写出来介绍happy高兴spell out拼meet会见glad高兴first n amePHRASES ON THE JOBMy n ame is Joh nSmithIts nice to meet you.StaffIt s nice meeting you我 叫 约 翰. 史 密 斯 。 很高兴见到您。Im Mary CopperIm glad to meet you. 我叫 玛

7、丽 . 库伯 。 很高兴见到您。Let me introduce you to John SmithMary Copper.我把你介绍给约翰 . 史密斯。I d like you to meet Mr. Thomson.before 希望你认识一下托玛斯先生。Have we met before? 我们以前见过面吗？TALKING TOTHEGUES：TStaffGuest:StaffGuest:Staff很高兴见Im pleased to meet you很高兴见I d like to introduce我想把你介绍给玛丽。I don t think we 我想我们以前没见过。LISTEN

8、TO THE CONVERSATION: Good morning, sir, May I know your name?Certainly. My name is John Smith: Would you please spell your last name?Sure. P-a-r-k-I-n-s-o-n, Parkinson.: How do you do Mr. Parkinson? Welcome to our hotel到您到您you tove metYou re new here, aren t you?你是新来的，对吗？Guest: How do you do? Very n

9、ice to meet you.Staff : Hope you II enjoy you stay here.Guest: I think I willStaff : See you later.Guest: See you.PAIR WORKIn troduce yourself to a part ner.EXERCISEPut in articles where n eeded.A: Would you like cold milk?B: Yes, please. I d like glass of beer if youA: I ll go and have a look in ki

10、tchen.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.ve got it.UNIT 3:APOLOGIESVOCABULARYExcuse原谅a

11、pologize请求原谅mistake错误forgive原谅mi nd介意assurePHRASES ON THE JOBExcuse meThat s Ok打扰一下。没什么。I do apologizeaccept our apology.我很抱歉。Would you please wait a mome nt?wait ing a sec ond?请稍等好吗？I didn t mean for that to happen. itwon t happen again.我是不想出这种事的。生这种事。I I m sorryThat没关系对不起s all rightplease forgive

12、me.请原谅。Please请接受我们的 歉意。Wouldyou mind请稍等好吗？I assure you我向您保证以后不再发TALKING TO THE GUESTGuest: Excuse me. I think there is a mistake in my bill.you please wait a mome nt?Guest: OK. ( a moment later)Staff : I do applogize, Mr. Smith. There is a mistake in your bill. I assure you it won t happenaga in.Gue

13、st: Well, that s all rightEXERCISEPut in the miss ing word.Mr and Mrs Miller are from Austria. They ofte n go shopp ing without theirGerma nguide.Butthey can ttothe taxidriveras theycana word ofChin ese.They dont knowhow tohim where they want togo. And the driverdoesn t know how totothembecause he d

14、osen tGerma n. Mr. Millerto himself.“1wish I could some Chi nese.UNIT 4:OFFERING HELPVOCABULARYStaffI m sorry to hear that.I II check for you right away. Would上楼吗?下楼Appreciate喜欢grateful感谢offer提供assist帮助favor喜欢desire希望request要求Besitate犹豫mi nd介意trouble麻烦-welcome欢迎follow mePHRASES ON THE JOBAny thi ng

15、I can do for you?Iftheres anythingIcan do tohelp, please let me know.There s no h urryplease take your time不着急。不着急。如果你不介意。如果不麻烦的话。Going up?Goi ng down.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?If I can be of assista nee. Pleasedo not hesitate.我能帮忙吗？Do you n eed any help?要帮忙吗？Can I give you a hand?要帮忙吗？

16、If you don t mind.如果要我帮忙，别犹豫，尽管讲CI 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 troubleLISTEN TO THE CONVERSATIONStaff : Excuse me, May I help you?Guest: Yes, I m looking for my room.Staff : May I know your room nu mber, please?Guest: Yes, my room number is 358.Staff : Th

17、at s at the other end of the corridor. Follow me. Please.I ll show 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 :Goi ng up, sir?Guest: YesStaff : Watch your steps, please, The floor is wet.Guest: OK, T

18、hank you.Staff : By the way, may I help you with your luggage?Guest: Sure, That s very kind of you.Staff : You re most welcomePAIR WORKFind a partner and play the roles of the guest and the staff. The guest wants to find the fitnesscenter.EXERCISEPutlittle, alittle, fewmorestaffWe n eedmilk left. Go

19、 and get some.VOCABULARY的确 by the way 顺便说一下help sb with sth帮助某人做某事PHRASE ON THE JOB谢谢。非常感谢。太感谢了LISTEN TO THE CONVERSATIONListen to the talk between the guest and the staff an then decide whether the followi ngThere isHe asked formore salt.UNIT 5:THANKS AND REPLIESRepair 修理 kitchen 厨房wire电线 light 灯 n

20、oisy 吵 in deedElectrician电器师 colleague同事asThanksThank you very muchTha nk you ever so muchI appreciate that/it我很感激。Thank you just the sameserve you.同样得感谢您。That s quite all rightknow n ext to no thi ng.一点儿关系也没有。通。That s very kind of you.你太好了。You re most welcome 不客气。I 愿意为您效劳You are so sweet你真甜。It s my

21、 pleasure tompleas很荣幸为您服务I我几乎一窍不stateme nts are right or wrong.The problem is in the bedroom.One of the lights is broken.Something is wrong with the TV as well.The electrician will repair the TV right away.TALKING TO THE GUESTStaff: Good afternoon. Miss Thomson.Im here to repair your light.Guest:Tha

22、t s very nice. It s this one inthe kitchen. Itdoesn t workStaff: Let me have a look. Oh, a wire is loose.Now, it s all right.Guest: 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 me withthis?Staff: Sorry, I m an elect

23、rician.I know next to nothing abouttelephone. But I ll call mycolleague to come as soon as possible.Guest :OK. Thank you just the same.Staff: Not at all. Good-bye, Mrs. Thomson.Guest :Good-byePAIR WORKFind a partner and play the roles of the guest and the staff. The guest wantsa baby cot.EXERCISEPut

24、 the verbs into correct tenses:没问题不麻烦。我会很高兴的A: Which country (be) you from, Ms. Miller?B: I (be) from Brazil.A: Did you(come) yesterday?B: No. I(come) the day before yesterday.A: So you_ here from 2 nightsB: Yes, and Ileave for home tomorrow.UNIT 6:REQUESTS AND REPLIESVOCABULARYFavour 喜欢 over there

25、在那边 do sb a favour为某人帮助 next to紧 挨者 look for 寻找 request 要求Easy 容易 reply回答trouble麻烦 problem 问题PHRASES ON THE JOBWould you please do me a favour?能帮我个忙吗？Could I ask you a favour?me?帮我个忙好吗？Could you possibly do a favour for me?帮我个忙好吗？Could you do me a favour?帮我个忙好吗？Could you do a favour for帮我个忙好吗？Of cou

26、rse当然。UNIT 7:LONG THIME NO SEELISTEN TO THE CONVERSATIONListen to the talk between 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 :Certa in ly.What can I

27、do for you?Guest: I m looking for the Sales DepartmentStaff : That s easy. It s over there, next to the Information DeskGuest: I see, Thanks a lot.Staff : My pleasure.PAIR WORKFind a part ner and play the roles of a guest and a staff. The guest wants to send a letter.EXERCISEResp ond to the followi

28、ng using“ Neither, Either or So ”I can t speak English.Christmas is an importa nt holidayNo problemNo trouble at all.I d be glad to meetyouUNIT 7:LONG THIME NO SEEI don t like fish.I m very fond of sweet and sour pork.VOVABULARYAge 年代 pretty 相当的 on holiday 度假 daughter 女儿granddaughter孙女 grandson 孙儿Au

29、nt 姨、姑、婶 uncle叔、伯、舅 son 儿子 first cousin第一代表兄弟姐妹 seco nd cousin 第二代表兄弟姐妹PHRASES ON THE JOBLong time no see.I haven t seen you for ages.Con gratulatio nsLISTEN TO THE CONVERSATIONListen to the talk between the guest and the staff and then fill in the tablewith the in formatio nThe guest s name isShe w

30、entShe has gran dchildre nTALKING TO THE GUESTStaff : Good morni ng. How are you Ms. Jacks on? Have n t see n 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 :Con grat

31、ulati onsGuest: ThanksStaff : A girl or a boy?Guest: A girlStaff : So you have a gran ddaughter nowGuest: A granddaughter?I ve got threeStaff :Three gran ddaughtersGuest: Yes, and a grandson as well.Staff : They must be very lovelyGuest: Sure. I enjoy them greatly.PAIR WORKFind a partner and play th

32、e part of a guest and a staff. The guest home because her brotherwas ill.went backUNIT 8:ASKING PEOPLE TO REPEATVOCUBULARYReservatio国籍 at least至少 I mafraid恐怕Australian澳大Pard on 原谅 Beg请求 On the fourth floor在四楼 repeatpossible可能 intend 打算PHRASES ON THE JOBPard on?Please say it slowly.I beg your pard on

33、didn t follow you没听清？请慢慢讲。我没听清我没听懂。Would you please say it aga in?请您再说一遍好吗？LISTEN TO THE CONVERSATIONListen to the conversation between the guest and the staff and then answerthe following questions:When did the guest get to the hotelWhat s his name and nationality?How long did he plan to stay?What

34、room did the staff give him?TALING 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 WhiteStaff : Your nationality?Guest: I m AustralianStaff : Sorry, I beg your pardon?Guest: I m AustralianStaff : I

35、see. How long do you intend to stay?Guest: At least a week. Possibly longer .Staff : Good. I can give you a room on the 4thfloor, 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

36、了。Excuse me for interrupting抱歉打扰一下了。It doesn t matter 没关系。Please take your time 别急。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 mind waiting for

37、 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 industry with uni

38、que challe nges. These challenges will be met by motivated and well trained professi on als such as yourself. The En glishIan guage is a tool that will en able you to com muni cate with a majority of the guests you meeta Sherat on.In addition, a new world of information and resources will be open to

39、 youas you can lear n from people form differe nt coun tries and cultures.In today s ever increasingcompetitive enviroment, the most valuableemployeses are those people who have the ability to work in many differe nt areas of the hotel.We call this ability “ multi-skilled ”，and in China one of the b

40、iggest barriers to achiev ingthis goal is the Ian guage barrier.Study hard, strive for excellenee, and remember that at all times you represe nt Sherat on toour guests., other employees,and the com mun ity.Every week we spend 5 days or more per week at work. Why not make this time an in vestment in

41、your future by tak ing on more resp on sibilities, beingproactive, and lear ning as much as you can about our dyn amic PEOPLE DRIVENindustry? With your newfound “multi-skilled ” English abilities and SGSS I guarantee youwill have a bright, rewarding, and successful future!UNIT 1:FINDING PLACESVOCABU

42、LARYFax传真 miss错过colleague 同事 lift电梯 getoff下 left左right右 send 发达Take 乘 the n 然后 Front Office 前台Busi ness 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?It s on the right side of the corridor在走廊的右边。LISTEN TO THE GUESTListen to the conversation between the staff an

43、d the guest and then fill in the bla nksThe guest wants to send aHe should go to _He may go by _It s on thefloorTALKING TO THE GUESTStaff:Good morning, madam. Can I help you?Guest: Yes. Could you please tell me where I can send a fax?Staff : You may go the Bus in ess Cen tre. My colleague there can

44、do it for you.Guest: But where is the Bus in ess Cen tre?Staff : It s on the second floor, just above the Front Office. You maytake the lift here, get off onthe sec ond ,and the n tur n left. TheBus in ess Centre is on the rightside of the corridor.You can t miss it.在二楼Turn left左拐That s greatIs it t

45、he correct time?It s 5:50 by my watch.Guest: Thank you very much. You ve been of great help.Staff : It s my pleasure to be of service.PAIR WORKThe guest wants to find the apartme nt build ingFind a part ner and play the role of the guest and the staff.Using what you have lear nedMake senten ces with

46、 the followi ng phrases:You d betterHave a day offSet the tableGet ready for / toin timelook forward toPHRASES ON THE JOBThere s a time differenee of 6 hours.in the eve ning时差 6 小时。UNIT 2:TIMEVOCABULARYBeiji ng Time北京时间special正确的 rate 价格seem 似乎Cheaper更便宜 in the morningurge nt 紧急的 dow ntow n 市中心特殊的 r

47、ate在早上 at nightHour 小时differe nee 不同、差别o clock 钟价格 correct夜里I d better make the call我最好晚上打电话太棒了时间准吗？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 statementsare right or wrong.It s 2:35 in the afternoonYes/No.The guest wants to make a c

48、all to PolandYes/NoThe 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 Time here, dont you?Staff : Yes,

49、 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 atime difference of 6 hoursGuest: I see. I want to call back home. It seems I d better make the call in the eveningStaff : I think so if nothing is urgent, because there are s

50、pecial ratesat 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 lear ned by ask ing questi ons.VOCABULARYCheck检查 German德国人 overthere 在那边 Americansecond 秒 mean 意思寓楼PHRASES ON T

51、HE JOBPlease wait a sec ond我给您查一下。LISTEN TO THE CONVERSATIONListen to the conversation and then fill in the table with the information about the lady sfriend.NAMEROOM NUMBERUNIT 3:GETTING INFORMATION这代表什么?感谢您的帮助。请等一会儿。I ll check for youNo wonder.Won der 奇怪sta nd for代表taxi出租车 apartment buildingWhat d

52、oes this sta nd for ?Thank you for your help.难怪呢!NATIONALITYFIRST NAMEFAMILY NAMETALKING TO THE GUESTStaff : Good morning, ma am. Anything I can do for you?Guest: Good morning. Im here to see my friend. But I dont know whichbuilding she lives inStaff : Do you have her room number?Guest: Yes, It s 40

53、8Staff : May I know your friends name?Guest: Sure. Her name is Shelly, Shelly WilsonStaff : Is she an American?Guest: No, she is GermanStaff : Please with a second.Ill check for youGuest: OKStaff : Yes, here it is. She lives in Room2408 in the apartment building over thereGuest: What does 2 mean?Sta

54、ff : It stands for the Apartment BuildingGuest: I see. No wonder. Thank you for your helpI did ask for one.我确实要了一个LISTEN TO THE GUESTListe n to the conv ersati on betwee n the guest and the staff and the n an swer the followingStaffYoureGUESSING RIDDLESI go out every day but I n ever leave my home.

55、What am I ?What is it that can carry a message to anyone in any tow n?What is it that when once lost you can never find again?What is it that cannot bur n in the fire and cannot drow n in water?UNIT 4:VISITING A GUESTVOCABULARYVisitor 客人 exit 出口 adapter 连接器 need需要ease 公文包 out of order 坏了coup on 奖券In

56、 teresti ng有趣room key 钥匙 tour guide 导游 Food Mall 食品街Ancient Culture Street 古文化街briefPHRASES ON THE JOBI m tied up at the moment.我这会儿非常忙。I II be off then.到那时我就下班了。Don t worry.别担心questions.What does the staff want to do?Can the staff work now? why?Whe n should she come back?What else dose the guest n

57、eed?Can the guest get it?TALKING TO THE GUESTStaff : Good after noon, Mrs An ders on. Can I clea n your room now?Guest: Could you please come back again. I m tied up at the moment. some visitorsStaff : All right, no problem. Whe n do you n eed me to come back?Guest: How about 6:00. is that all right

58、?Staff : Sorry, I ll be off then.I ll finish working at 5:30. butdon t worry. One of mycolleagues will come.Guest: OKStaff : By the way, do you n eed an adapter?Guest: Yes, I did ask for oneStaff : Here you are. I ve got it for youGuest: Thank youStaff : Not at all.USING WHAT YOU HAVE LEARNEDDraw a

59、happy or sad face after each senten ce.The place is really n eat.It s quite a large roomI ,I veThat is n ext Tuesday, is nt it?Mybrother will get it on NovemberThe pool is being repaired aga in?You ve disc onn ected me twice.I called three times, but no body an swered the phoneYour manner is un-prof

60、essi onalI didn t ask for thatThe food is better tha n at home.You always run out of cigarettesIt s quite all right.I m satified.Friday,王蒙难日PHRASES ON THE JOBnd2那是下星期二对吗？我弟弟将于 11 月 2 日收到。UNIT 5:DAYS &VOCABULARYDate日期Su nday 星期日Mon day 星期一 Tuesday星期二 Wednesday星期三 Thursday 星期四Friday, 星期五Saturday星期六 Januar