饭店情景英语（第二版）课件：Offering Help 提供帮助

MajorContents酒店基础英语OfferingHelp提供帮助酒店基础英语???1.Why?2.When&inwhichway?3.Inwhatmanners?4.How?I.Leading-inBACKNEXT酒店基础英语1.Why?Whenguestsarriveinanewcountry,orevenanewhotel,theyareoftennotsureabouttheservicesthatareavailable.Somewillaskandsomewillnot.Somewouldratherwaittobeofferedhelp.I.Leading-inPREV.NEXT酒店基础英语2. When&inwhichway?Itisimportanttobeabletoseewhenguestsneedhelp.Theymaylookpuzzled,orlost.Sometimestheymayapproachyou.Inallcases,guestsmustbemadetofeeltheyarewelcome.I.Leading-inPREV.NEXT酒店基础英语3. Inwhatmanners?Whenyoudealwiththeguests,rememberto•lookatthem.•smile.•ensurethatyoulookwillingtohelp.•soundfriendlyandmakethemfeeltheyarewelcome.•showthemthatyoucare.I.Leading-inPREV.NEXT酒店基础英语4. How?Whenofferinghelptothecustomers,

•tellthemwhatisavailable.

•describethingstothem.

•offeralternativestosuittheguest’sneeds.I.Leading-inPREV.BACK酒店基础英语C:Goodmorning,Mr.andMrs.Smith.Howareyoutoday?G:Fine,thankyou.Wearediscussingwhattodointheafternoon.C:MayIsuggestthatyougototheswimmingpoolorplaytennis?We’vegotaniceindoorswimmingpoolandtenniscourt.

II.Dialogues1BACKNEXTGivingSuggestions(C:ClerkG:Guest)酒店基础英语(C:Clerk

G:Guest)G:Ithinkwewillgoforaswim,thankyou.C:Notatall.Isthereanythingelsethatyouwouldliketoknow?G:Yes.Isitaheatedpool?C:Yes.Itisaheatedoneandveryniceindeed.G:Thankyou.Youhavebeenveryhelpful.C:It’smypleasure.II.Dialogues1PREV.NEXTGivingSuggestions酒店基础英语(C:Clerk

G:Guest)C:Goodevening,Mr.White.Howwasyourday?G:Good,thankyou,butIfeelratherhungrynow.C:MayIrecommendsomewherefordinnertonight?G:Yes,that’sgood.C:TheWesternRestaurantonthesecondfloorservesallkindsofWesternfood.Youcangothereandhaveatry.G:Ishalltryit.Thankyouverymuch.C:You’remostwelcomeandIhopeyouwillenjoyyourmeal.II.Dialogues2PREV.NEXTRecommendingService酒店基础英语(C:Clerk

G:Guest)C:Goodmorning,Mr.Wilson.MayIhelpyou?G:Yes,please.IwouldliketoknowwhereIcangetaquicksnack.C:Certainly.WehaveacoffeeshopprovidingWesternfoodandasnackbarprovidinglocalfood.Botharelocatedonthefirstfloor.G:Thankyou.I’llgoandhavealook.C:You’rewelcome,Sir.II.Dialogues3PREV.NEXTRecommendingService酒店基础英语(C:Clerk

G:Guest)C:Goodmorning,Sir.MayIhelpyou?G:Yes,IwouldliketoknowwhatfacilitiesthereareintheHealthClub.C:Certainly.Wehaveagym,gamesroom,sauna,spalounge,tenniscourtandaswimmingpool.G:Thankyou.IthinkIshallgothererightaway.C:Youwillfindthemonthethirdfloor.G:Thankyouagain.C:You’rewelcome.II.Dialogues4PREV.NEXTIntroducingFacilities酒店基础英语(C:Clerk

G:Guest)C:MayIhelpyou,Madam?G:Yes.I’mlookingfortheladies’.C:Itisjustaroundthecorner,onyourleft.G:Thankyou.C:Notatall.II.Dialogues5PREV.BACKShowingtheWay酒店基础英语availableadj.可得到的,可用的approachv.向……走近ensurev.保证,担保 customern.顾客alternativen.替换物;选择对象 recommendv.推荐snackn.小吃;快餐 snackbar快餐店III.Words&ExpressionsBACKNEXT酒店基础英语III.Words&Expressionsbelocated... 位于;在……位置 facilityn. 设施;设备healthclub 健身俱乐部 gymn. 健身房gamesroom 棋牌室 saunan. 桑拿spalounge 水疗室 tenniscourt 网球场PREV.NEXT酒店基础英语III.Words&Expressions1.MayIhelpyou,Sir/Madam?2.Pleaseletmehelpyou（carrythebag/showyoutheway/openthedoor）.3.Wouldyoulikemeto（helpyou/carrythatforyou/mailthoseforyou）?4.MayIsuggest...?5.MayIrecommend...?6.Isthereanythingelse(Icandoforyou/youwouldliketoknow)?PREV.BACK酒店基础英语IV.Exercises1.Readthefollowingtypicalresponsesaccordingtothespecificsituations,thenworkinpairsasStudentAandStudentBtopractice.Theteachermayhelptosetpossiblesituationsinthehotel.StudentAactsastheguestandStudentBrespondswiththesuggestedexpressions.Studentsmaychangerolesandpartners.BACKNEXT(1)当你能满足客人的要求时,要马上行动:•

Certainly,Madam/Sir.Iwillgetitrightaway.(好的,女士/先生,我马上拿给您。)•

Yes,Madam/Sir.Iwilltakecareofitatonce.(是的,女士/先生,我马上帮您处理。)酒店基础英语IV.Exercises(2)当你对客人的询问不肯定时:

•

Sorry,Iamnotsure.Ifyoucanwaitaminute,I’lltrytofindout.(对不起,我不太确定。如果您能等一会儿,我马上去查找。)(3)当你不能满足客人的要求时:

•

I’mafraiditisagainsthotelregulations.(恐怕这是违反酒店规定的。)•

I’msorry.Wearenotallowedtodothis.(对不起,我们不允许这样做。)•

I’msorry.I’mafraidwedon’thave....Wouldyouliketotry...?(对不起,恐怕我们没有……,您愿意尝试一下……吗?)PREV.NEXT酒店基础英语IV.Exercises2.Whenyouareofferinghelp,youmaycomeacrosssuchtypicalsituations.Practiceinpairsandremembertherightwaystorespond.(1)Askingforpermission(请求许可)Examples:(C:ClerkG:Guest)C:MayIcleanyourroomnow?G:Yes,goahead.C:MayIturndownyourbed?G:I’dratheryoudoitlater.PREV.NEXT酒店基础英语IV.Exercises☆Nowpracticeaskingpermissionforthefollowing:

•openthewindow.

•clearyourtable.

•takeyourorder.PREV.NEXT酒店基础英语IV.Exercises(2)Answeringguests’requestsforsomething(回应客人要求)。Examples:(C:ClerkG:Guest)G:CouldIhavesometoiletpaper(卫生纸,手纸),

please?C:Yes.Certainly,Sir.G:CanIhaveanextrablanket(毛毯,毯子)?C:Certainly,Madam.G:CanIhavesomemorecoffee?C:Certainly,Sir.Onemoment,please.PREV.NEXT酒店基础英语IV.Exercises☆Nowpracticeansweringguests’requestsforthefollowing:

•soap(肥皂).

•cleantowels.

•anothercup.

•ice.

•2morebottlesofwater.

•1morepairofslippers.

•anewspaper.

•shampoo(洗发液).PREV.NEXT酒店基础英语IV.Exercises(3)Requestingtheguesttodosomething(请求客人做事)。