旅游业饭店服务英语-电子教案课件

《饭店服务英语》

电子教案

韩琦主编PublishingHouseofElectronicsIndustry北京BEIJING中等职业学校饭店专业教学用书（饭店专业）《饭店服务英语》

电子教案

1PartⅠFrontOfficeService前厅服务PartⅡHousekeeping客房服务PartⅢFoodandBeverage餐饮服务PartⅣHealthandRecreation康体服务PartⅤConventionService&BusinessCenter会议商务服务PartⅥSecurityService保安服务PartⅦOtherServicesConcerningHotels酒店其他相关服务PartⅠFrontOfficeService2PartⅠFrontOfficeService

前厅服务Unit1RoomReservation房间预订MainPoints（知识要点）※Reservationprocedures预定程序※Roomtypes房型※Proceduresofchangingareservation更改预定PartⅠFrontOfficeService

前厅服3KeyWords（重点词汇）

receptionist[ri'sepʃənist]n.(饭店、公司、诊所等处的)接待员reserve[ri'zə:v]vt.预订suite[swi:t]n.套房apartment[ə'pɑ:tmənt]n.公寓房间villa['vilə]n.别墅rate[reit]n.比率,等级,价格convenient[kən'vi:njənt]a.方便的book[buk]v.预订guarantee[,gærən'ti:]v.&n.担保vt.保证requirement[ri'kwaiəmənt]n.要求expect[iks'pekt]v.盼望，期待KeyWords（重点词汇）receptionist[4UsefulExpressions（实用表达）OfferingHelp1)WhatcanIhelpyou,please?2)MayIhelpyou,please?3)IstheresomethingIcandoforyou,sir/Madam?Reservationrequirements1)Arethereanyroomsavailable?2)Iwant/wouldliketoreserveasingleroomwithbathandafineview.3)Iwant/wouldliketoreversearoomforonenight.4)Iwant/wouldliketoreservearoomfrom5thAprilto9thApril.GivingInformationaboutRoomsandRoomRates1)Wehavemanytypesofrooms,suchas…2)Whatkindofroomdoyouwanttoreserve?3)Whatratedoyouprefer?4)Wecangive/offeryou30%off/30%discountatweekends.5)Wewillgive/offeryou20%off/20%discountforthegroupreservation.UsefulExpressions（实用表达）Offeri5UsefulExpressions（实用表达）AcceptingaReservation1)Forhowlongwillyoustayinourhotel?2)Westillhaveroomsavailablewhichmeetyourrequirements.3)Inwhosenamewillyoureserve?4)Iwillconfirmyourreservationinformation.5)Welookforwardtoyourarrival/coming/seeingyousoon.6)Weareexpectingyourarrival.Refusingareservation1)Iamsorry.Noroomsareavailable.2)Sorry,MissClinton.Allthestandardroomshavebeenfullybookedonthedayyouplannedtocome.3)Iamsorry.Allthestandardroomshavebeenfullybooked.Whataboutsuiterooms?RevisingaReservation1)Sorry,dueto…,Ihavetocancelthereservationmadeinyourhotel.2)Iwant/wouldliketorevise/changemyreservationinformation.3)Howwouldyouliketorevise/changeit?4)Iwant/wouldliketochangethereservationdate?UsefulExpressions（实用表达）Accept6Roomtypes（房型）按设施及规格分：单人间：SingleRoom双人间：DoubleRoom大床间：KingSize&QueenSizeRoom标准间：StandardRoom标准间单人住：TSU(TwinforSoleUse)三人间：TripleRoom四人间：QuadRoom套间：Suite公寓：Apartment别墅Villa按级别分：经济间EconomicRoom普通间StandardRoom高级间SuperiorRoom豪华间DeluxeRoom商务标间BusinessRoom行政标间ExecutiveRoom行政楼层ExecutiveFloorRoomtypes（房型）按设施及规格分：7Roomtypes（房型）特殊房型:不限房型RunoftheHouse无烟标准间NonSmoking残疾人客房HandicappedRoom带厨房客房RoomwithKitchen相邻房AdjoiningRoom按朝向分:朝街房FrontViewRoom背街房RearViewRoom城景房CityViewRoom园景房GardenViewRoom海景房SeaViewRoom湖景房LakeViewRoomRoomtypes（房型）特殊房型:8Unit2Check-inService

登记入住MainPoints（知识要点）※Check-inprocedures入住程序※Proceduresofregisteringaguestwithareservation为有预定客人登记入住程序※Proceduresofregisteringawalk-inguest为散客登记入住程序※Proceduresofregisteringagroup为团队登记入住程序Unit2Check-inService

登记入9KeyWords（重点词汇）register['redʒistə]v.登记passport['pɑ:spɔ:t]n.护照pay[pei]v.支付check[tʃek]n.支票receipt[ri'si:t]n.收据sign[sain]v.签bellboy['belbɔi]n.侍者luggage['lʌgidʒ]n.行李brochure['brəuʃə]n.小册子deposit[di'pɔzit]n.定金departure[di'pɑ:tʃə]n.出发KeyWords（重点词汇）register['redʒ10UsefulExpressions（实用表达）Greetingguestsandgettinginformationaboutreservation1)Goodafternoon,sir.WhatcanIdoforyou?2)Doyouhaveareservationwithourhotel?3)Inwhosenamewasthereservationmade?4)Waitamoment,please.I’llcheckourreservationrecordforyou.5)Yourreservationwasmadebyphoneanditisguaranteedbycreditcard.Registeringguests1)MayIhaveyourpassporttofillouttheregistrationformforyou?2)Pleasesignyournamehere,sir/madam.Advanceinformationonpayment1)Youneedtopaya$1000deposit,sir/madam.2)A$1000depositisrequiredtobepaidinadvance,sir/madam.3)Howwouldyouliketopay(yourdeposit),sir/madam?Incash,bycreditcard,orbycheck?4)Yourcheckisunlimited,pleasesignyournamehere,writedownthenameofyourcompanyandthephonenumberofthefinancedepartmentinyourcompany.5)Pleasekeepyourreceiptforthecheck-out,sir/madam.UsefulExpressions（实用表达）Greeti11UsefulExpressions（实用表达）Givingguestskeycardstorooms1)Yourkeycardandbreakfastvouchersareallinthisenvelope,yourroomis0302.2)Thebreakfasttimeisfrom6:30a.mto10:00a.m.3)Ourbellboywillhelpyouwithyourluggageandshowyoutoyourroom.Wishes1)Hopeyou’llenjoyyourstaywithus.2)Wishyouawonderfultimehere.UsefulExpressions（实用表达）Giving12Unit3OtherServicesRegardingReceptionDesk

其它有关前台服务MainPoints（知识要点）※Proceduresofextendingthestayforaguest延住服务程序※Proceduresofchangingtheroomforaguest换房服务程序※Proceduresofreceivingvisitors接待访客服务程序Unit3OtherServicesRegardi13KeyWords（重点词汇）extend[iks'tend]v.延伸extension[iks'tenʃən]n.延长transfer[træns'fə:]v.转移signature['signitʃə]n.签名attendant[ə'tendənt]n.服务员KeyWords（重点词汇）extend[iks'ten14Usefulexpressions（实用表达）Extendingthestay1)Thereissomechangeinmyplan,2)IamwonderingifIcanextendthestay?3)Ineedtostayhereforthreemoredays.4)Pleasewaitaminute,Mr.Green,Ineedtocheckthereservationrecordsfirst.5)Herearetheextensionformanddepositreceipt.6)Youneedtopaymoreasadepositforextendingyourstay.Changingtheroom1)Thereissomethingwrongwithmybed,canIchangetoanotherroom?2)Wouldyoumindwaitingforaminute,I’llsendsomeonethererightawayforacheckforyou.3)Wouldyoumindtransferringtoastandardroomonthe5thfloor?4)Theroomissimilartotheoneyouarestayingin.5)I’msorryfortheinconveniencecausedforyou.Receivingvisitors1)Theyareexpectingmeintheirrooms.2)Wouldyoupleasecompletethisvisitingcard?3)Pleaseshowthevisitingcardtothefloorattendant4)Havefunwithyourfriends.Usefulexpressions（实用表达）Extend15Unit4ConciergeService

礼宾服务

MainPoints（知识要点）※Thewaytowelcomeandbidfarewelltoguests迎客和送客方式※Serviceofdeliveringluggageforguests为客人运送行李服务※Showinggueststorooms引领服务※Introducingfacilitiesandservicesavailableinthehotel介绍酒店设施和服务Unit4ConciergeService

礼宾服务16KeyWords（重点词汇）doorman['dɔ:mən]n.看门的人suitcase['sju:tkeis]n.手提箱elevator['eliveitə]n.电梯corridor['kɔridɔ:]n.走廊carpet['kɑ:pit]n.地毯rack[ræk]n.行李架switch[switʃ]n.开关ceiling['si:liŋ]n.天花板lamp[læmp]n.台灯wardrobe['wɔ:drəub]n.衣柜hanger['hæŋə]n.挂laundry['lɔ:ndri]n.洗衣店，要洗的衣服instruction[in'strʌkʃən]n.使用说明KeyWords（重点词汇）doorman['dɔ:mə17UsefulExpressions（实用表达）Greetingguests1)WelcometoFriendshipHotel.2)Doyouhaveanyluggage?3)I’lltakecareofyoursuitcases,4)Thisway,please.Thereceptiondeskisrightahead/overthere.Helpingguestswiththeirluggageandshowingtheway1)ShallIhelpyouwithyourluggage?2)Howmanypiecesofluggagehaveyougot/doyouhave？3)Thisway,please.Weneedtotaketheelevatortogotothe3rdfloor.Introducingtheroomfacilitiesandthehotelservice1)Pleaseallowmetoshowyoutheroom,sir.2)Hereisthelightswitch,andthisistheremotecontrolforTV/air-conditioning.3)Thisisthebrochureaboutourhotelservices4)Doyouwantmetodemonstratethewayofusingit,sir?Biddingfarewell1)ShallIarrangeataxiforyou,sir?2)Hereisyourtaxi,pleasegetin.3)Haveanicetrip.UsefulExpressions（实用表达）Greeti18Unit5InformationDesk

咨询台MainPoints（知识要点）※Thewaytogivedirections指路服务※Provideshoppinginformation提供购物信息※Answerinquiriesabouttransportation回答交通咨询Unit5InformationDesk

咨询台19KeyWords（重点词汇）appreciate[ə'pri:ʃieit]v.感激hesitate['heziteit]v.犹豫，迟疑post[pəʊst]n.柱子vase[vɑ:z]n.花瓶jewelry['dʒu:əlri]n.珠宝feature['fi:tʃə]n.特色transportation[,trænspɔ:'teiʃən]n.运输，运输工具consultation[,kɔnsəl'teiʃən]n.咨询maximum['mæksiməm]a.最高的，最大极限的KeyWords（重点词汇）appreciate[ə'p20UsefulExpressions（实用表达）Givingdirections1)Howwillyoucomehere,madam?2)I’lltell/showyouthewaytoourhotel.3)I’lltell/showyouhowtocomehere/getthere.4)Drivestraightalongtheroad,turnleftatthesecondtrafficlights,you’llseeourhotelontheright.5)Gostraightandthentaketheleftturnatthenextcorner,you’llseeitjustinfrontofyou.Shoppinginformation1)Thereareagreatvarietyofgoodsthere.2)Therearesomanyyoucanchoosefrom.Transportationinformation1)TherearetwobusesgoingtotheGreatWalleveryday.2)HowlongdoesittaketogettotheGreatWall？3)Itusuallytakesyoutwohours.4)Doyouneedustobookyoutickets?UsefulExpressions（实用表达）Giving21Unit6Assistantmanager

大堂副理MainPoints（知识要点）※Offerhelptotheguests为客人提供服务※Showwarmthandconcernsforguests关心客人※Handlecomplainslodgedbyguests处理投诉Unit6Assistantmanager

大堂副理22KeyWords（重点词汇）anxiously['æŋkʃəsli]ad.忧虑地，不安地greet[gri:t]v.欢迎expert['ekspə:t]n.专家,能手assistance[ə'sistəns]n.帮助curious['kjuəriəs]a.好奇的cute[kju:t]a.可爱的，聪明的，伶俐的smart[smɑ:t]a.聪明的recommend[rekə'mend]v.建议，推荐complaint[kəm'pleint]n.抱怨refund[ri:'fʌnd]n.偿还v偿还借款insist[in'sist]v.坚持satisfied['sætisfaid]a.感到满意的solution[sə'lju:ʃən]n.解决办法KeyWords（重点词汇）anxiously['æŋk23UsefulExpressions（实用表达）Guests’complaint1)Theroomistoodirty.2)Thetelephoneinmyroomdoesn’twork.3)Theair-conditionerstoppedworkingjustnow.4)Iorderedthebreakfastatleasthalfanhourago,butitstillhasn’tcome.5)Someonehasstolenmycellphone.Iputitonthebedandnowit’sgone.6)Thisisroom3008.Canyoudosomethingaboutthenoiseinroom3006?It’sdrivingmemad.7)Don’tyouprovideitforfree?8)Thereisaholeinmyshirt.Makingapologiesandhandlingthecomplaints1)Idoapologizeforwhathadhappened.Itwillneverhappenagain.2)I’msorry.Iwillsendsomeonetocleanupyourroomimmediately.3)Sorryfortheinconvenience.We’lldoourutmosttofindthemissingitems.4)Thankyoufortellingus.I’llreferthistothedepartmentconcerned（相关部门）.5)Pleaseletusknowifyouhaveanyfurtherproblems.6)Accordingtoourhotelpolicy,we’llpayforthedamagedskirtat15%ofitsoriginalprice.7)I‘msosorryforthat.I’llcallthemtoseewhathashappened.UsefulExpressions（实用表达）Guests24PartⅡHousekeeping

客房服务Unit7FloorAttendance楼层服务MainPoints（知识要点）※Provideturn-downservice开夜床※Generalcleaningforoccupancies客房打扫PartⅡHousekeeping

客房服务25KeyWords（重点词汇）housekeeping['haʊski:piŋ]n.家事，家政，持家permission[pə(:)'miʃən]n.同意，许可press[pres]v.按，压draw[drɔ:]v.(drew,drawn)拉，拖pillow['piləu]n.枕头towel['tauəl,taul]n.毛巾painful['peinful]a.痛苦的sore[sɔ,sɔə]a.疼痛的massage['mæsɑ:ʒ].n.按摩KeyWords（重点词汇）housekeeping['26UsefulExpressions（实用表达）Roomcleaning1)Whenwouldyoulikemetomakeupyourroom,sir/ma’am?2)Wouldyoulikemetocleanupyourroomrightnow,sir/ma’am?3)We’llcomeandcleanyourroomatonce.Turn-downservice1)MayIdotheturn-downserviceforyounow,sir/ma’am?2)ShallIcomebacklater?3)ShallIdrawthecurtainforyou?4)MayIturnonthelightsforyou?5)CanImakethebedsforyounoworlater?6)Howwouldyoulikemetoarrangeyourpillow，loworhigh?UsefulExpressions（实用表达）Roomc27Unit8OperatorService

总机服务MainPoints（知识要点）※Proceduresofwake-upcalls叫早服务程序※Threewaysofwake-upcalls三种叫早服务方式※Answerinquiriesaboutlongdistancecalls解答关于长途电话咨询服务※Thewaytotakemassagesforguests留言服务Unit8OperatorService

总机服务28KeyWords（重点词汇）operator['ɔpəreitə]n.操作员，话务员wake[weik]v.叫醒，醒来useful['ju:sful]a.有用的Singapore[,siŋgə'pɔ:]n.新加坡assist[ə'sist]v.协助response[ris'pɔns]n.反应，响应ensure[in'ʃuə]v.保证，担保KeyWords（重点词汇）operator['ɔpər29Usefulexpressions（实用表达）Wake-upcalls1)Atwhattime?2)Pleasedialyournewwake-uptime.Thecomputerwillcanceltheoldtime.3)I’llwakeyouupat6:30a.m.tomorrowmorningbyknockingonyourdoor.Phonecall1)Towhichcountry,please?2)Wouldyoulikeapaycalloraperson-to-personcall?3)I’llputyouthrough.Pleaseholdon.4)MayIhavetheareacodeandthephonenumber?5)I’mafraidyougotawrongnumber.6)ShallIconnectyouwiththeinternationaloperator?Takingamessage1)I’mafraidthereisnoresponse.CanItakeamessage,please?Youcancalllater.2)I’llpassyourmessagetoMr.Green.3)Wouldyoumindleavingyourtelephonenumber?Usefulexpressions（实用表达）Wake-u30Unit9RoomCentreServiceⅠ

客房服务中心1MainPoints（知识要点）※Proceduresofextra-bedservice加床服务程序※Proceduresoflaundryservice洗衣服务程序※Proceduresofexpressservice加急服务程序Unit9RoomCentreServiceⅠ

客31KeyWords（重点词汇）extra['ekstrə]a.额外的juice[dʒu:s]n.果汁mineral['minərəl]a.矿物的mini-bar['mini-bɑ:]n.小冰箱send[send]vt.派fast[fɑ:st]a.快速的dry-cleaned[drai-kli:nd]vt.干洗iron['aiən]n.铁，熨斗v.熨，烫衣服vt.熨烫button['bʌtn]n.钮扣mend[mend]v.修补deliver[di'livə]v.递送，交付emergency[i'mə:dʒnsi]a.紧急的express[iks'pres]n.快递remember[ri'membə]v.记得，记忆memory['meməri]n.记忆KeyWords（重点词汇）extra['ekstrə]32UsefulExpressions（实用表达）Extrabedservice1)I’mcallingtoaskifIcanhaveanextra-bed.2)I’llgetyoutheextra-bedwiththepermissionofreceptiondesk.3)Howmuchdoesyourhotelchargeforanextrabed?Laundryservice1)Pleasecompletethelaundrylistandputittogetherwithyourlaundry.2)Wehaveexpresslaundryservicehere,it’s50%extrachargeforit3)Isitforformallaundryorexpresslaundry?4)Whattimecanwepickupyourlaundry?5)Thelaundryhassewed（缝）abuttonforyou.6)We’resendingsomeonetheretoyourroomwiththeexpresslaundryserviceforminaminute.UsefulExpressions（实用表达）Extra33Unit10RoomCenterServiceⅡ

客房服务中心2MainPoints（知识要点）※Thecontentsofroomcenterservice客房服务中心内容※Specificproceduresofdifferentservicesconcerningroomcenterservice不同客房服务中心服务的具体程序Unit10RoomCenterServiceⅡ

34KeyWords（重点词汇）maintenance['meintinəns]n.维护，保持，维修screw[skru:]n.螺丝钉loose[lu:s]a.宽松的，不牢固的minor['mainə]a.次要的，较小的adjustment[ə'dʒʌstmənt]n.调整inconvenience[,inkən'vi:njəns]n.不便toothbrush['tu:θbrʌʃ]n.牙刷showercap浴帽lend[lend]v.借stuff[stʌf]n.东西charger['tʃɑ:dʒə]n.充电器battery['bætəri]n.电池ironingboard烫衣板kindergarten['kində,gɑ:tn].n.幼儿园minimum['miniməm]n.最小量，最低限度barbeque['bɑ:bikju:]n.烤肉野餐v.烤肉valuable['væljuəbl]a.贵重的，有价值的wallet['wɔlit]n.皮夹，钱包camera['kæmərə]n.照相机theLostPropertyForm财务遗失单KeyWords（重点词汇）maintenance['m35UsefulExpressions（实用表达）Maintenanceservice1)Sorryfortheinconvenience.We’llhavethemaintenancedepartmentcheckitforyou.2)Itneedstobereplaced.3)I’msorry,sir.I’llsendsomeoneuptoyourroomrightaway.4)Wecanhaveitrepaired.5)I’llfixitforyou.Baby-sittingservice1)Ourhoteloffersverygoodbaby-sittingservice.2)Thebabysittersareallwelleducatedandreliable.3)Wecharge$15perhour,foraminimumof4hours.Lostandfound1)Whatsize?Whatcolor?What’sinit?Canyoudescribeitindetail?2)Shallwechecktheroomonceagain?3)Don’tworry.We’lltryourbesttofindit.4)Wehavecheckedourlostandfoundlist,butI’mafraidyour…didn’tappearonit.Otherservices1)Couldyoubringmoretoiletpaperforme,please?2)I’llgoandgetyouonerightaway.3)Pleasefeelfreetotelluswhatyouneedustodoforyou.UsefulExpressions（实用表达）Mainte36PartⅢFood&Beverage

餐饮服务Unit11MakingReservations餐位预订MainPoints（知识要点）※Proceduresofmakingreservationsforindividuals散客预定程序※Proceduresofbanquetreservations宴会预定程序※Skillsofintroducingtherestaurantsandmakingrecommendations介绍餐厅和推荐菜品技巧PartⅢFood&Beverage

餐饮服务Unit37KeyWords（重点词汇）compartment[kəm'pɑ:tmənt]n.间隔，个别室stuffy['stʌfi]a.不通气的（固步自封的）banquet['bæŋkwit]n.宴会arrangement[ə'reindʒmənt]n.安排hold[həuld]v.组织shrimp[ʃrimp]n.虾pork[pɔ:k]n.猪肉mutton['mʌtn]n.羊肉pineapple['painæpl]n.菠萝，凤梨prepare[pri'pɛə]v.准备，预备watermelon['wɔ:təmelən]n.西瓜KeyWords（重点词汇）compartment[kə38UsefulExpressions（实用表达）Makingareservation1)Forhowmanypeople?2)Forwhattime?3)Inwhosename,please?4)Letmeconfirm.Atableforthree,at7:00o’clockinthisevening,inthenameofZhang.Arrangingabanquet1)Whenwouldyoulikeyourbanquet?2)Howmuchmoneywouldyouliketopayforyourtable?3)Couldyoutellmewhatthebanquetisfor?

4)Willyouholdanindoorpartyoroutdoor?5)I’dlikemybanquetat$200eachtableexcludingdrinks.6)Doyouneedanybackgroundmusic?UsefulExpressions（实用表达）Making39Unit12TakingOrders&PayingBills

就餐和结账服务MainPoints（知识要点）※Proceduresoftakingorders点菜程序※Skillsofmakingarecommendationonfood菜品推荐技巧※Payingbillsbycreditcardorincash用现金或信用卡结帐Unit12TakingOrders&Payin40KeyWords（重点词汇）cuisine[kwi(:)'zi:n]n.烹饪tender['tendə]a.温和的，未成熟的sautéed炒，煸slice[slais]v.切成薄片，分配broccoli['brɔkəli]n.绿菜花，花椰菜braise['breis]vt.蒸mushroom['mʌʃrum]n.蘑菇sauce[sɔ:s]n.调味汁，酱汁steak[steik].n.牛排lemon['lemən]n.柠檬stuffed['stʌfd]a.塞满了的crispy['krispi]a.脆的tuna['tju:nə]n.金枪鱼snack[snæk]n.小吃,点心stewed[stju:d]a.蒸，（与酱油等）红烧sesame['sesəmi].n.芝麻counter['kauntə].n.柜台KeyWords（重点词汇）cuisine[kwi(:)41UsefulExpressions（实用表达）Takingorders1)MayItakeyourordernow?2)Areyoureadytoorder?Askingtheguestwhathe’dliketohave1)Whatdoyouliketohavefordinner?2)Anythingspecificdoyouwanttohave?3)Whatwouldyouliketodrink？4)Whatkindofteawouldyouliketohave?5)SichuanandHunanfoodisspicyandhot.6)Cantonesefoodislightandtender.7)Anythingelse?8)Whatyou’veorderedshouldbeenoughforsixpeople.9)That’sallfornow.UsefulExpressions（实用表达）Taking42UsefulExpressions（实用表达）Recommendingfoodtotheguest1)Howabout…？2)Today’sspecialis…Maybeyouwantatry.3)MayIsuggest…?It’sworthatry.4)It’sourchef’srecommendation.Settlingthebill1)Here’syourbill.Pleasecheckit.2)Wouldyouliketosignit?3)Howwouldyoulikeyourpayment,incash,bycreditcardorwithtraveler’scheck?4)Weacceptcreditcards.I’msorrywedon’t’acceptpersonalchecks.It’sourhotel’srule.5)MayItakeanimprintofyourcard?6)Here’syourchangeandreceipt.UsefulExpressions（实用表达）Recomm43Unit13WesternRestaurant

西餐厅MainPoints（知识要点）※Fourcoursesofwesterndinner西餐四道菜※Proceduresofservingwesternfood西餐上菜程序※Usefulwordsandexpressionsaboutwesternfood有关西餐的有用词和短语Unit13WesternRestaurant

西餐44KeyWords（重点词汇）cocktail['kɔkteil]n.鸡尾酒appetizer['æpitaizə].n.开胃食品onion['ʌnjən]n.洋葱lamb[læm]n.羔羊肉rare[rɛə]a.三分熟strawberry['strɔ:bəri].n.草莓main[mein]a.主要的specialty['speʃəlti].n.特色roast[rəust].a.烘烤的medium['mi:djəm]a.适中的，中等的，五分熟asparagus[ə'spærəgəs]n.芦笋vitamine['vitəmin,-mi:n;'vai-].n.维生素(维他命)dessert[di'zə:t]n.甜食healthy['helθi].a.健康的buffet['bufei]n.自助餐frozen['frəuzn]a.冰冻的bacon['beikən].n.熏肉sausage['sɔsidʒ]n.香肠，腊肠garlic['gɑ:lik]n.大蒜toast[təust]n.土司面包，烤面包KeyWords（重点词汇）cocktail['kɔkt45UsefulExpressions（实用表达）Orderingwesternfood1)Whatwouldyouliketohaveforyourappetizer?2)Whatdoyoulikeforthemaincourse?3)Wouldyoulikesomesoup?4)Whatdoyouliketohaveforthedessert?5)I’mafraid…isnotonourmenu.Howabout…?Findingouthowtheguestwantsthefood1)Howwouldyoulikeyoursteak,rare,mediumorwell-done?2)Whichdoyouprefer,boiledeggorfriedegg?Servingthefood1)It’llbeupin20minutes.2)Youronionsoup,chickensaladandsteak.Enjoyyourmeal.3)Ididn’torderthisdish.4)I’mafraidIgotitwrong.5)I’msorryforthemistake.I’llgetyouanothersoup.UsefulExpressions（实用表达）Orderi46AboutSteak（关于牛排）veryraresteak：牛排内部为血红色而且温度不高。一分熟牛排（rare）：牛排内部为血红色且内部各处保持一定温度（高于veryraresteak）。三分熟牛排（mediumrare）：内部为桃红且带有相当热度。五分熟牛排（medium）：牛排内部为粉红且夹杂着浅灰和综褐色，整个牛排都很烫。七分熟牛排（mediumwell）：牛排内部主要为浅灰综褐色，夹杂着粉红色。全熟牛排（welldone）：牛排内部为褐色。AboutSteak（关于牛排）veryrareste47Unit14RoomService

送餐服务MainPoints（知识要点）※Proceduresofprovidingroomservice送餐服务程序※SimpledishesspokeninEnglish简单菜品的英语说法Unit14RoomService

48KeyWords（重点词汇）pumpkin['pʌmpkin]n.南瓜cheese[tʃi:z]n.乳酪impress[im'pres]v.使……有印象plate[pleit]n.碟，盘doorknob['dɔ:nɔb]n.门把手hang[hæŋ]n.悬挂KeyWords（重点词汇）pumpkin['pʌmpk49UsefulExpressions（实用表达）Askingaboutthenameandroomnumberoftheguest1)Couldyoutellmeyournameandroomnumber,please?2)CouldIhaveyournameandroomnumber?Askingtheguesthowmanypeopletheorderisfor1)Forhowmany?2)Forjustoneperson?Tellingtheguesthowlongittakestogettheirorderready1)It’lltake20minutes.2)Yourdinnerwillbedeliveredtoyourroomin25minutes.UsefulExpressions（实用表达）Asking50Unit15Teahouse

茶艺服务MainPoints（知识要点）※Skillsofmakingarecommendationontea有关茶的推荐技巧※Basicknowledgeontea有关茶的基本知识※Knowaboutsomethingsrelatedtotea了解有关茶的其它知识Unit15Teahouse

51KeyWords（重点词汇）relaxing[ri'læksiŋ]a.令人感到轻松的lantern['læntən]n.灯笼function['fʌŋkʃən]n.功能jasmine['dʒæsmin]n.茉莉chrysanthemum[kri'sænθ,əməm]n.菊花weight[weit]n.重量fill[fil]v.装满，填充performance[pə'fɔ:məns]n.表演KeyWords（重点词汇）relaxing[ri'læ52UsefulExpressions（实用表达）1)Whatkindofteadoyouhave?2)Wehaveagoodselectionofteaforyoutochoosefrom?3)WehavegreentealikeOolongtea,Longjingtea,blacktealikeQimenRed,flowertealikejasmineteaandchrysanthemumtea.4)Shestronglyrecommendedtheteaperformancehere.5)Drinkingteahelpspeopleloseweight,burnfat,keepfit,promotebloodcirculation.UsefulExpressions（实用表达）1)Wha53PartⅣHealth&Recreation

康乐服务Unit16BowlingCenter保龄中心MainPoints（知识要点）※Proceduresandskillsofprovidingbowlingservice保龄服务技巧和程序※DifferentkindsofEntertainmentingamecenter游戏中心不同的娱乐项目※Recommendationonentertainmentingamecenter娱乐项目推荐PartⅣHealth&Recreation

康乐服务54KeyWords（重点词汇）bowling['bəuliŋ]n.保龄球lane[lein]n.保龄球道exciting[ik'saitiŋ]a.令人兴奋的permit[pə(:)'mit]v.允许，许可score[skɔ:,skɔə]n.得分competition[kɔmpi'tiʃən]n.比赛shooting['ʃu:tiŋ]n.射击archery['ɑ:tʃəri]n.箭术shuffle['ʃʌfl].n.拖著脚走，沙弧球v.拖曳，慢吞吞地走billiard['biljəd]a.台球snooker['snu:kə]vt.斯诺克台球token['təukən]n.代币timer['taimə]n.记时器KeyWords（重点词汇）bowling['bəuli55UsefulExpressions（实用表达）1)Howheavywouldyoulikeyourbowlingballtobe,sir?2)I’llreturntheshoes.Wouldyoupleasecheckthebillatthecashier’s,sir?3)It’s$30foronegameduringweekdays,and$25onweekends.4)Weprovidespecialbowlingshoesforyoursafety.5)Ifyoubuy100tokens,wewillofferyou20moreaspresents.6)Wouldyouliketotryothergames,suchasshooting&archery,ortheshuffle?UsefulExpressions（实用表达）1)How56Unit17SPAServiceⅠ

SPA服务1MainPoints（知识要点）※Helpingguestswiththeirconsultation解答客人疑问※Knowledgeaboutspringbath,saunaandmassage有关温泉洗浴、桑拿和按摩的知识Unit17SPAServiceⅠ

S57KeyWords（重点词汇）sauna['saunə,'sɔ:nə]n.桑拿浴sweat[swet]v.出汗masseuse[mæ'sə:z]n.女按摩师stress[stres]n.紧张，压力fragrant['freigrənt]a.芬香的，馥郁的necklace['neklis]n.项链consult[kən'sʌlt]v.向...请教，查阅bathing['beiðiŋ]n.洗澡sprinkle['spriŋkl]v.洒relative['relətiv]a.相对的humidity[hju:'miditi]n.湿度，湿气rise[raiz]n.上升，增加breathless['breθlis]a.喘不过气来的set[set]v.设定KeyWords（重点词汇）sauna['saunə,58UsefulExpressions（实用表达）1)Wehavehotmineralspringshere.2)Wehavesauna,themineralmudSPAandfragrantmilkSPA.3)Saunacanmakeyoufeelbetterandisgoodforyourhealth.4)Wehavedrysaunaandwetsauna.UsefulExpressions（实用表达）1)We59Unit18SPAServiceⅡ

SPA服务2MainPoints（知识要点）※Proceduresofprovidingmassageservice提供按摩服务程序※Basicknowledgeonmassage有关按摩的基本知识Unit18SPAServiceⅡ

S60KeyWords（重点词汇）nap[næp]n.小睡，打盹muscle['mʌsl]n.肌肉wrap[ræp]vt.裹，包robe[rəub]n.长袍waist[weist]n.腰promote[prə'məut]v.促进，提升cover['kʌvə]v.覆盖wrist[rist]n.腕，腕关节stiff[stif]a.坚硬的ankle['æŋkəl]n.踝，踝关节masseur[mæ'sə:]n.男按摩师KeyWords（重点词汇）nap[næp]n.小睡61UsefulExpressions（实用表达）1)Wedon’tchargefortheuseoftowelsandsoaps.2)There’sahangerforyourclothes.3)Thecleantowelsareonthehangerinthecenterofthebathroom.4)Themasseurwillbehereatyourservicesoon.5)Howdoyoufeelnow?6)Wouldyoulikesomeicewaterandicyfacetowels?7)Here’sthesaunarobe.Pleasewrapyourselfinit.UsefulExpressions（实用表达）1)We62Unit19Nightclub

夜总会MainPoints（知识要点）※Learningaboutservicesofnightclubinahotel了解有关酒店的会总会服务※Thewaytoprovidebarservice提供吧台服务的方式Unit19Nightclub

夜63KeyWords（重点词汇）decorating['dekəreitiŋ].美化ornament['ɔ:nəmənt]n.装饰(物)bakery['beikəri]n.面包店bartender['bɑ:,tendə]n.调酒师，酒吧男服务员whisky['(h)wiski]n.威士忌酒gin[dʒin]n.杜松子酒tonic['tɔnik]n.补药gintonic金汤力rye[rai]n.[植]黑麦，裸麦bourbon['buəbən]n..波旁酒malt[mɔ:lt]n.麦芽crisp[krisp]a.脆的，易碎的n.油炸马铃薯片KeyWords（重点词汇）decorating['de64UsefulExpressions（实用表达）Takingorders1)Whatwouldyouliketodrink,sir?2)Asusual,sir?3)Thesame,sir?4)Wehavegoodchoicesofdrinks,suchasWhiskey,Brandy,Cocktail,Sherry,freshjuices,soda,mine