饭店英语1实训指导书

饭店英语〔1〕实训教学大纲〔HotelEnglishI〕〔2023〕课程编号：面对专业：旅游治理专业课实训实训时数：12考核方式：考察实训总的目的与要求：英语进展共性化效劳和创效劳的力量。序序号实训工程名称时数必做选做每套实训类型实训目的要求验证综合设计1MakingroomReservations2必做5把握客房预订的技能办理√2Checkingin2必做5√Extendingthe3stayChangingRoomDealingandthe2必做5把握房间续住的技能√with4aandComplaintonthe2必做5把握处理顾客投诉的力量√Guest’sRequestForeignCurrency2必做5ExchangeCheckingOut2必做55把握外币兑换方面的沟通力量√6把握办理退房手续的力量√其中：验证性实训16.67%，设计性实训5把握外币兑换方面的沟通力量√6把握办理退房手续的力量√教材及参考书目：.第一版.上海：学林出版社.2023[2]葛志宏.900句.其次版.北京：中国书籍出版社.2023.第一版.2023[4]旅游局.旅游饭店英语情景会话.第一版.北京：旅游教育出版社.2023张军著.饭店职业英语.第一版.昆明：云南大学出版社.2023.2023李永生酒店英语会话.第一版.北京：高等教育出版社2023姜文宏，李玉娟．饭店效劳英语．第一版.北京：高等教育出版社，2023.上海：学林出版社，2023[10]张伟．饭店英语．第一版.天津：南开大学出版社，2023执笔人：唐金稳 审核人：龚艳 教学院长：刘曙霞饭店英语〔1〕课程实训指导书唐金稳编写名目CONTENTSMakingRoomReservationsCheckinginExtendingthestayandChangingtheRoomDealingwithaComplaintandontheGuest’sRequestForeignCurrencyExchangeCheckingOutMakingRoomReservations实训时数：2实训目的：帮助学生把握客房预订的技能；了解如何询问客人有何特别要求。实训内容与形式：英语对话练习ChanghongHotel.Mayihelpyou?长虹饭店。需要我帮助吗？I”mphoningfromtheU.S.AIwantsomeinformationbeforemakingareservation.我从美国打的。我在我来之前想先订个酒店Yes,madam.Howcanihelpyou?是的，夫人，我怎样帮你呢？Thefirstthingiwanttoknowishowfarthehotelisfromtheairport.第一，我想知道从机场到酒店要多久。Onlyfifteenminutesdrive.15Doyouhaveaconferenceroom?你会议室吗？Wehaveaconferencehallthatseatsfourhundred.Wealsohaveeightmeetingroomswhichseattwentypersonssach.400820Soyoumusthaveabusinesscenter.所以，是有商务中心的。Yes,madam.Thebusinesscenterofferstwenty-fourservice.Wecanprovidesecretarialandtranslationservicesandweofcoursehavefaxandtelex.是的，夫人，在2023年商务中心供给了效劳。我们可以供给秘书，翻译效劳，我们固然有和电传。Whatdoyouchargefordoubleandsinglerooms?你这的单人间和双人间分别怎么收费的？SingleroomsareRMB320YuanperdaywhiledoubleroomsareonlyRMB480Yuan.320480Thatsoundsveryreasonable.Well,i”llhavetotalktomybossbeforemakingreservations.这听起来似乎很合理.好吧，我得和老板谈谈再打算。Doyouneedanyfurtherinformation,madam?夫人，你还需要什么资料吗？Ah,yes.Isthereaboutiqueinthehotel?啊，是的，酒店这有精品店吗？Yes,madam.Infact,wehaveashoppingcenterwithfashionboutiques,asouvenirshopandsupermarket.是的，夫人，事实上，我们这有时装精品店，礼品店和超市。Thankyouforallinformation.感谢您的全部信息。ThankyouforcallingtheChanghong.感谢您致电长虹实训留意事项：Knowinghowtomakeacalltobookaroomforthecertainclient(s)2.Knowinghowtoprovideyouidea(s)ofwhatyouwant3.Knowinghowtoaskotherssomecertainthings实训报告要求：介绍典型句型和词汇。介绍马上进展的对话内容，让学生进展小组对话练习。模拟承受客房预订的情景，学生上台表演。Checkingin实训时数：2实训目的：把握入住手续的办理。实训内容与形式：英语对话练习Goodmorning,sir.ourhotel.Gladtomeetyou.很快活见到你。Thepleasureismine.Areyoucheckingin?Yes.是的Doyouhaveanybaggageinthetrunk?Yes,that”sall.是的，这是全部Mayihelpyouwithyoursuitcases,sir?我可以帮你提箱子吗，先生？Thankyou.Thisway,please.It”sslippery,pleasemindyourstep.Yes.iwill.好的，我会的Pleasegoinbythedoorontheleft.Abellmanwillshowyoutothefrontdesk.请连续往左边门走。阿贝尔曼将带您到前台。Thankyou.感谢你。实训留意事项：1.Greetguests2.Asktheguestwhetherhe/shehasareservationwiththehotel.3.Yes---checktherecordincomputer.No---sellrooms.4.Asktheguesttoshowhis/heridentification.5.Asktheguesttofillintheregistrationform.6.Askaboutthewayofpayment.Formthecheck-inrecord.Givetheroomkeycardtotheguest9.Callthebellman10.Thanktheguest.实训报告要求：介绍典型句型和词汇。介绍马上进展的对话内容，让学生进展小组对话练习。模拟办理入住手续的场景，学生上台表演。ExtendingthestayandChangingtheRoom实训时数：2实训目的：帮助学生把握如何与游客建立良好的关系；把握房间续住的技能。实训内容与形式：英语对话练习KeySentences〔重点句子〕I”dliketobookadoubleroomforTuesdaynextweek．下周二我想订一个双人房间。What”sthepricedifference？两种房间的价格有什么不同？3．Adoubleroomwithafrontviewis140dollarsper

onewitharearviewis115dollarspernight1401154．IthinkI”lltaketheonewithafrontviewthen．我想我还是要阳面的吧。5．Howlongwillyoubestaying？您打算住多久？We”llbeleavingSundaymorning．我们将在星期天上午离开。AndwelookforwardtoseeingyounextTuesday．我们期望下周二见到您。I”dliketobookasingleroomwithbathfromtheafter-noonofOctober4tothemorningofOctober10．我想订一个带洗澡间的单人房间，1041010Wedohaveasingleroomavailableforthosedate以用。Whatistherate，please？请问房费多少？Thecurrentrateis＄50pernight50Whatservicescomewiththat？这个价格包括哪些效劳工程呢？Thatsoundsnotbadatall．I”lltakeit．听起来还不错。这个房间我要了。Bytheway，I”dlikeaquietroomawayfromthestreetiftheispossible．顺便说一下，如有可能我想要一个不临街的安静房间。DialogueAA：RoomReservations．Goodafternoon．B：I”dliketobookadoubleroomforTuesdaynextweek．A：That”sfine，sir．AdoubleroomforTuesday，September12th，withafrontvieworrearview？B：What”sthepricedifference？A：Adoubleroomwithafrontviewis140dollarspernihonewitharearviewis115dollarspernight．B：IthinkI”lltaketheonewithafrontviewthen．A：Howlongwillyoubestaying？B：We”llbeleavingSundaymorning．A：Thatwillbefivenights，sir．Thankyouverymuch，andwelookforwardtoseeingyounextTuesday．B：Good．That”sallsettledthen．Good-bye．A：Good-bye．DialogueBA：AdvanceReservations．CanIhelpyou？B：Yes，I”dliketobookasingleroomwithabathfromtheafternoonofOctober4tothemorningofOctober10．A：Yes，wedohaveasingleroomavailableforthosedates．B：Whatistherate，please？A：Thecurrentrateis＄50pernight．B：Whatservicescomewiththat？A：For＄50you”llhavearadio，acolortelevision，atelephoneandamajorinternationalnewspaperdeliveredtoyourroomeveryday．B：Thatsoundsnotbadatall．I”lltakeit．A：Verygood．Couldyoutellmeyourname，sir，please？B：Yes，itisMoore．A：Howdoyouspellit，please？B：It”sM-O-O-R-E．A：M-O-O-R-E．Andwhatisyouraddress，please？B：Itis3600MontagueBoulevard，Hattiesburg，Mississiippi39401U．S．A．A：Excuseme，sir，butcouldyouspeakalittlemoreslowly，please？BSurnoprobleIt”s3600MontagueBoulevarHattiesburMississippi39401USA．Haveyougotit？A：Yes，soitis3600MontagueBoulevard，Hattiesburg，Mississippi39401U．S．A．B：That”sright．A：Whataboutyourtelephonenumber？B〔60〕264-971．Bythewa，I”dlikeaquietroomawayfromthestreetifthatpossible．A：Aquietroomawayfromthestreetispreferred．O．K．We”llmailyouareservationcardconfirmingyourbookingassoonaspossible．Welookforwardtoyourvisit．B：Thankyouandgood-bye．A：Good-bye．WordsandExpressionssettle v．解决 available a．可得到的，有用的confirm vt．使坚决，认可 Mississippi n．密西西比〔美国州名〕实训留意事项：Greettheguest.Gettheinformationfromtheguest:Theroomnumber.Thetypeandnumberofrooms.5.Thetimeofextendingstay.6.Searchfortheroomavailableneededinthecomputer.7.Confirmtheextendingstay.8.Asktheguesthowtomakethepayment.9.Formtherecordofextendingthestay.10.Extendyourbestwishes.实训报告要求：介绍典型句型和词汇。介绍马上进展的对话内容，让学生进展小组对话练习。模拟为客人办理房间续住的场景，学生上台表演。DealingwithaComplaintandontheGuest’sRequests实训时数：2实训目的：帮助学生把握如何与游客建立良好的关系；把握处理顾客投诉的力量。实训内容与形式：英语对话练习KeySentences〔重点句子〕1．Canyouchangetheroomforme？It”stoonoisy．能给我换个房间吗？这儿太吵了。2．Mywifewaswokenupseveraltimesbythenoisethebaggageelevatormade．我妻子被运送行李的电梯发出的嘈杂声弄醒了几次。3．Shesaiditwastoomuchforher．她说这使她难以忍受。4．I”mawfullysorry，sir．格外对不起，先生。5．Idoapologize．我向您赔礼。6．Noproblem，sir.没问题，先生。We”llmanageit，butwedon”thaveanyspareroomtoday．我们会尽力办到，但是今日我们没有空余房间。Couldyouwaittilltomorrow？等到明天好吗？9．Ihopewe”llbeabletoenjoyourstayinaquietsuitetomorroweveningandhaveasoundsleep．我期望明天晚上我们能呆在一套安静的房间里睡个好觉。Andifthereisanythingmoreyouned请告知我们。

pleaseletusknow．假设还需要别的什么东西，Thelightinthisroomistoodim．这房间里的灯光太暗了。12．Pleasegetmeabrighterone．请给我换个亮的。13．Certainly，sir．I”llbebackrightaway．好的，先生，我马上就回来。14．Theroomistoocoldforme．IfeelrathercoldwhenIsleep．这房间太冷了，我睡觉时感到很冷。DialogueAAguest〔B〕wantstochangearoom．Hegoestotheassistantmanager〔A〕A：Goodmorning，sir．WhatcanIdoforyou？B：I”mBelI”minRoom90CanyouchangetheroomforeIt”stoonois．Mywifewaswokenupseveraltimesbythenoisethebaggageelevatormade．Shesaiditwastoomuchforher．A：I”mawfullysorry，sir．Idoapologize．Room908isattheendofthecorridor．It”spossiblethatthenoiseisheardearlyinthemorningwhenallisquiet．B：Anyhow，I”dliketochangeourroom．A：Noproblem，sir．We”llmanageit，butwedon”thaveanyspareroomtoday．Couldyouwaittilltomorrow？TheAmericanPeople-to-peopleEducationDelegationwillbeleavingtomorrowmorning．There”llbesomeroomsforyoutochoosefrom．B：Allright．Ihopewe”llbeabletoenjoyourstayinaquietsuitetomorroweveningandhaveasoundsleep．A：Besure．I”llmakeanoteofthat．Everythingwillbetakencareof．Andifthereisanythingmoreyouneed，pleaseletusknow．DialogueBA：Goodevening，ma”am．Didyouringforservice？WhatcanIdoforyou？B：Yes．Thelightinthisroomistoodim．Pleasegetmeabrighterone．A：Certainly，sir．I”llbebackrightaway…DoyoumindifImoveyourthings？B：Oh，no．Goahead．A：Thankyou…Howisthelightnow？B：It”smuchbetternow．Thankyou．A：You”rewelcome．Andifyouneedanyotherthings，pleaseletusknow．B：Ah，yes，theroomistoocoldforme．IfeelrathercoldwhenIsleep．Canyouturnofftheair-conditioning？A〔Check〕Theair-conditioningisalreadyB：MaybeI”mgettingacold．A：Wouldyoulikeanextrablanket？B：OK．Andwouldyoupleasegetmesomehotwater，too？IthinkIneedtotakesomemedicine．A：Certainly，ma”am．I”llberightback…hereisablanket，andhotwaterforyou．Anythingelse？B：No，thanks．A：Goodnight，ma，am．WordsandExpressionselevator n．电梯 corridor n．走廊，回廊delegation n．代表团 extra a．额外的，外加的blanket n．羊毛毯，毯子，毛毡实训留意事项：Informyoursupervisorandrecordalldetailsandwhathasbeendonetillthetimebeinginthelogbook.Ifyoufeelthattheproblemismorethanyoucanhandleandthatitneedshigherlevelforasolution,takethehandlethemattertoyoursupervisorortotheDepartmentHead.3.Whentheproblemissolved,informtheguestaccordingly.实训报告要求：介绍典型句型和词汇。介绍马上进展的对话内容，让学生进展小组对话练习。模拟受到客户投诉，正确处理投诉的场景，学生上台表演。ForeignCurrencyExchange实训时数：2实训目的：帮助学生把握如何与游客建立良好的关系；把握外币兑换方面的沟通力量。实训内容与形式：英语对话练习I”dliketopaymybillnow．我想现在结账。Yournameandroomnumber，please？请问您的姓名和房间号码？Haveyouusedanyhotelservicesthismorning？请问您今日早晨是否用过旅馆内的效劳设施？Fournightsat90USdollorseach，andherearethemealsthatyouhadatthehotel．Thatmakesatotalof665USdollars．4906605．CanIpaybycreditcard？我可以用信用卡支付吗？Pleasesignyournamehere．请您在这里签名。Excuseme．We”releavingtoday．I”dliketopayourbillsnow．劳驾。我们今日要离去了。我期望现在就把账结清。Bytheway，I”dliketotellyouthatthecheck-outtimeis12∶00noon，sir．先生，顺便告知您，结账后离开旅馆时间是12Howaboutthechargeforthedaysyousharedtheroomwithyourfriend？这几天您的朋友与您同住费用怎么办呢？Pleaseaddtomyaccount．请记在我的账里。Haveyouusedanyhotelservicesthismorningorhadbreakfastatthehoteldiningroom，Mr．Green？格林先生，今日早晨您是否用过旅馆效劳设施，或在旅馆餐厅用过早餐？Yes，myfriendandIjusthadbreakfastatthediningroom，butwedidn”tuseanyservices．是的，我的朋友与我在餐厅刚用过早餐，但是我们没有使用过任何效劳设施。Thetotalfortheeightdaysisfivehundredsixtyyuanandeightyfen．85608DialogueAA：Goodmorning，sir．CanIhelpyou？B：I”dliketopaymybillnow．A：Yournameandroomnumber，please？B：GeorgeWright，Room706．A：Yes，Mr．Wright．Haveyouusedanyhotelservicethismorning？B：No，Ihaven”tusedanyservices．A：Fine．Thisisyourbill，Mr．Wright．Fournightsat90USdollarseach，andherearethemealsthatyouhadatthehotel．Thatmakesatotalof665USdollars．B：CanIpaybycreditcard？A：Certainly．MayIhaveyourcard，please？B：Hereyouare．A：Pleasesignyournamehere．B：Oh，yes．IsitpossibletoleavemyluggagehereuntilI”mreadytoleavethisafternoon？I”dliketosaygood-byetosomeofmyfriends．A：Yes，we”llkeepitforyou．Howmanypiecesofyourluggage？B：Justthree．I”llbebackby3∶00．A：That”sfine．Haveaniceday．B：Thankyou．Seeyoulater．DialogueB〔A：ReceptionistB：Guest〕B：Iwouldliketoknowtheapproximatefigureofmyac-countsothatIcanhavemymoneyexchangedatthebank．A：Uptothepresent，thetotalamounthasbeen880yuanapproximately．B：Excuseme．We”releavingtoday．I”dliketopayourbillsnow．A：Bythewa，I”dliketotellyotha〕thecheck-outtimes1∶00noon．MayIknowyournameandroomnumber，please？B：MynameisHenryGreen．Room1123．A：Yes，Mr．Green．Howaboutthechargeforthedaysyousharedtheroomwithyourfriend？B：Pleaseaddtomyaccount．A：Thenwe”llmakeoutabillforbothofyou．B：OK．A：Haveyouusedanyhotelservicesthismorningorhadbreakfastatthehoteldiningroom，Mr．Green？B：Yes，myfriendandIjusthadbreakfastatthediningroom，butwedidn”tuseanyservices．A：Fine．I”llneedtofindoutwhatthechargeisonthebreakfast．Thetotalfortheeightdaysiseighthundredsixtyyuanandeightyfen．B：Oh，Ididn”tchangeenoughmoneyjustnow．CanIpayinAmericandollars？A：Nsi．YoucanpayinForeignExchangeCertificateonyButyoucangetyourmoneychangedattheForeignExchangeCounterofourhoteloverthere．B：Thankyou．…Hereyouare．A：Thankyou．Mr．Green．Here”syourreceipt．WordsandExpressionsapproximate a．近似的，大约的 figure n．数字exchange v．交换、兑换、交易 ForeignExchangeCertificate外币兑换券receipt n．收据 luggage n．行李、包裹实训留意事项：1.Howmuchwouldyouliketochange?2.Whatkindofcurrencyhaveyougot?3.Thisisanexchangememo.Pleasefillinyournameandtheamountyouintendtochange.4.Hereareyourmoneyandexchangememo.pleasecheckit.Pleasekeepthememo.Itmaycometoinhandylateron.YoumayconverttheunusedRMBbackintoforeigncurrencywhenyouleaveChina.实训报告要求：介绍典型句型和词汇。介绍马上进展的对话内容，让学生进展小组对话练习。模拟兑换外币的场景，学生上台表演。CheckingOut实训时数：2实训目的：帮助学生把握如何与游客建立良好的关系；把握办理退房手续的力量。实训内容与形式：英语对话练习Goodmornin,sir.Mayihelpyou?Goodmorning,I”mleavingtoday.Mayisettlemyhotelbillnow?现在想把在酒店的账单付了可以吗？YournameandyourRoomnumber,please?JackBurnsinRoom9102.9102Didyouhaveyourbreakfast?你有吃酒店供给的早餐吗？Yes.是的。Haveyouusedanyfacil