饭店情景英语（第二版）课件：酒店基础英语

Courtesy&Hospitality礼貌&热情MajorContents酒店基础英语酒店基础英语???1.Why?2.Meanswhat?3.Ifnot,then?4.How?I.Leading-inBACKNEXT酒店基础英语1.Why?Courtesy&hospitalityisthemannerwebehavetowardsotherpeople.It’sthewayeveryonelikestobetreated.I.Leading-inPREV.NEXT酒店基础英语2. Meanswhat?Tobecourteousistobepolite,friendly,understanding,respectful,smilingandhelpful.Tobehospitableistobefriendlyaswellaswelcomingtowardsguestswemeet.Itistheextraeffortweputintoourjobthatcreatesagoodimpressiononourguests.I.Leading-inPREV.NEXT酒店基础英语3. Ifnot,then?Courtesy&hospitalityisanessentialpartofallourjobsinthehotel.Ifthere’snoCourtesy&hospitality,aguestwillfeelheisnotgettingthekindofservicethatheexpectsanddeserves,thereforehewillnotreturn.I.Leading-inPREV.NEXT酒店基础英语4. How?Asgreetingisthefirstcontactthatwehavewiththeguest,whatwesaywillgivetheguesthisfirstimpressionofus,andofthehotel.Afriendlyandwelcomingvoiceandmessagewillnotcostmuch,butwillachieveexcellentresults.Theguestwillalsofeelmoreimportantifweareabletocallhim/herbyhis/herpropername.e.g.•Goodmorning,Mr.Wilson.•Goodevening,MissSmith.I.Leading-inPREV.NEXT酒店基础英语4. How?Howeveritismorelikelythatwedonotknowtheguestbyname,particularlyifwehavenothadanycontactwithhim/herbefore.Inthiscase,itisperfectlyalrighttocallhim/herasfollows:•Goodmorning,Sir.•Goodmorning,Gentlemen.•Goodevening,Madam.•Goodafternoon,Ladies.

Havingmadethisfirstcontactwiththeguest,itisthencourteoustoshowsomeinterestinhim/herandaddsomethingpleasant.e.g.

I.Leading-inPREV.NEXT酒店基础英语I.Leading-in4. How?•Goodmorning/afternoon/evening.•Howareyou?•Welcometoourhotel.•Pleasedtomeetyou.•Gladtoseeyou.•Nicetoseeyouagain.Ifthegueststellusthattheyarenotfeelingwell,expresssomesympathyandconcern.e.g.•I’msorrytohearthat,Madam.Andthenaskhowyoumayhelp.PREV.BACK酒店基础英语(C:Clerk

G:Guest)C:WelcometoEasternhotel.G:Thankyou.C:WelcomebacktoHolidayInn.G:Thankyou.C:Howareyou,Sir?G:I’mfine.Thankyou,andyou?C:Howdoyoudo?G:Howdoyoudo?/Nicetomeetyou.C:Nicetoseeyou,Madam.II.DialoguesBACKNEXT酒店基础英语(C:Clerk

G:Guest)G:Thankyou.It’snicetobehere.C:Pleasedtomeetyou.G:Happytomeetyoutoo.C:MayIhelpyou,Sir?G:Yes.I’dliketoaskaboutthebestfoodinyourhotel.C:WhatcanIdoforyou,Ladies?G:Yes,we’dliketoknowwherethenearestshoppingcentreis.II.DialoguesPREV.NEXT酒店基础英语II.DialoguesTipsIftheconversationdevelops,rememberafewpoints:Alwaysremainformaltowardstheguests.Alwaysremaincourteousandhospitabletowardsthem.Neverdiscusspersonalissues.Alwaystrytohelpthemasmuchasyoucan.PREV.BACK酒店基础英语courtesyn. 礼貌;谦恭hospitalityn. 热情；好客behavev. 举止;表现

courteousadj. 有礼貌的;谦恭的

hospitableadj. 热情友好的；好客的

welcomingadj. 热情的；欢迎的respectfuladj. 尊敬人的;恭敬的

essentialadj. 本质的;最重要的deservev. 应受,值得III.Words&ExpressionsBACKNEXT酒店基础英语III.Words&Expressionsgreetingn. 问候,招呼

achievev. 达到,得到;完成

contactn.&v. 接触,交往;联系sympathyn. 同情;慰问concernn.&v. 关心;忧虑PREV.BACK酒店基础英语IV.Exercises1.Youwillseesomecardswithguests’nameswrittenonthem.Practicegreetingthoseguestswithproperforms.e.g. •GoodMorning,Mr.White.2.Respondproperlytothefollowingsituations.Choosewhatyouthinkrightfromthelistbelow.Sometimesyoumayhavemorethanonechoice.(1)Whenaguestsays“thankyou”,youransweris

.(2)Ifaguestapologizes,youransweris

.(3)Ifyouneedtointerruptaguestforsomereason,yousay

.BACKNEXTBEDF酒店基础英语IV.Exercises(4)Ifyoudon’tunderstandaguestoryoudon’thearwhattheguesthassaid,yousay

.(5)Whenaguestasksyouforsomethingorasksyoutodosomething,avoid(避免)usingjust“yes”,you’dbetteranswertheguestwith

.Itsuggestsenthusiasmandawillingnesstobehelpful.(6)Rememberalwaystoallowaguesttowalkthroughadoororwalkintooroutofanelevatorfirstbysaying

.(7)Whenyoushowaguestthewaytohis/herroomortoarestaurant,yousay

.PREV.NEXTGJHIKAC酒店基础英语IV.Exercises(1)B.You’rewelcome.(2)E.That’sallright,Madam/Sir.(3)D.Excuseme,Madam/Sir.OrF.I’msorrytodisturbyou,Madam/Sir.(4)G.Wouldyoupleaserepeatthat,Madam/Sir?OrJ.Ibegyourpardon,Madam/Sir?OrH.I’msorry.(5)I.Certainly,Madam/Sir.(6)K.Afteryou,Madam/Sir.(7)A.Pleasefollowme,Madam/Sir.OrC.Thiswayplease,Madam/Sir.

PREV.BACKMajorContents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)。

•

Wouldyouminddoing...?

•Wouldyoupleasedo...?Examples:

•Wouldyoupleasecontactthegeneralmanager?

•Wouldyoupleasegotothecashier’sdesk?

•Wouldyoumindwaitingfor5minutes?PREV.NEXT酒店基础英语IV.Exercises☆Nowreplytothefollowing:(C:ClerkG:Guest)G:I’dliketohaveanoutsideline.C:G:Idon’thaveanyRMB.C:G:Here’stheregistrationform.C:G:Iwantatablefor10.C:PREV.BACK

Certainly,Sir.Onemoment,please.

Nevermind.Wecanacceptcreditcard,ApplePay(苹果支付),Wechat（微信),orAlipay（支付宝）.Thankyou,Sir.Here’syourroomcardandhopeyouenjoyyourstayinourhotel.

Certainly,Sir.Comethisway,please.MajorContents酒店基础英语Numbers数字酒店基础英语???Howtotellthedate?Howtotellthetime?I.Leading-inBACKNEXT酒店基础英语1.Howtotellthedate?Guestsdonothavemuchknowledgeinanewsurrounding.Someofthemneedtomeetfriendsinthehotelcaféonacertaindate.However,theymaynotknowtherightplace.Someofthemevenfeeldizzyandhavetoovercomejetlagaftertrans-oceanflights.TheirwatchtimemightbestillthatofWashington,TokyoorParis.I.Leading-inPREV.NEXT酒店基础英语1.Howtotellthedate?Totellthedate,wemaysayitintheorderofmonth-day-year,e.g.“Januaryeighth(theeighth),twothousandandeighteen”;orintheorderofday-month-year,e.g.“thefifthofDecember,twothousandandeighteen”。I.Leading-inPREV.NEXT酒店基础英语2.Howtotellthetime?Totellthetime,weusea.m.forthemorning(midnighttomidday)andp.m.fortheafternoonandevening(middaytomidnight).Wemayalsouse24-hourclocktomakethingseasier.Wemaysimplysay3:12(threetwelve),8:40(eightforty),orwemayuseprepositionslike“to”,and“past”.I.Leading-inPREV.BACK酒店基础英语(C:Clerk

G:Guest)C:Good

afternoon,

Madam.

Can

I

help

you?G:Goodafternoon.Canyoutellmethetimeplease?C:Certainly,Madam.It’s2:15p.m.,Madam.G:Oh,thankyou.C:You’rewelcome.II.DialoguesBACKNEXTDialogue1酒店基础英语(C:Clerk

G:Guest)C:Goodmorning,Mrs.Brown.CanIhelpyou?G:Yes.CanyoutellmethedateofnextMonday,please?C:Certainly,Mrs.Brown.Onemoment,please.It’sAprilthe6th.G:Isee.Thankyouverymuch.C:Mypleasure.II.DialoguesDialogue2PREV.BACK酒店基础英语knowledgen. 学问;知识

surrounding(s)n. 环境cafén. 咖啡馆;酒吧

dizzyadj. 头晕的jetlagn. 时差导致的不适

trans-oceanadj. 跨海的flightn. 飞行;航班III.Words&ExpressionsBACK酒店基础英语IV.Exercises1.Saythefollowingdates,andthencontinuetopracticebyaskingeachotheraboutthedateofyourbirthdays.•5May,2007

•9September,2000•6February,1900

•17April,2017•1July,1980

BACKNEXTMaythefifth,twothousandandsevenSeptembertheninth,twothousandFebruarythesixth,nineteenhundredApriltheseventeenth,twothousandandseventeenJulythefirst,nineteeneighty酒店基础英语IV.Exercises•10August,1978•11November,1969

•October1st,1949•20March,2003

•December20th,2020Augustthetenth,nineteenseventyeightNovembertheeleventh,nineteensixtynineOctoberthefirst,nineteenfortynineMarchthetwentieth,twothousandandthreeDecemberthetwentieth,twentytwenty(twothousandandtwenty)PREV.NEXT酒店基础英语IV.Exercises2.WorkinpairsasStudentAandStudentBtotelltimes.Setthewatchanywayyoulike,andaskyourpartnertotellthetime.Youmaychangepartnersandroleswhenyouaredoingthis.PREV.BACKEnquiries询问MajorContents酒店基础英语酒店基础英语???1.Why?2.InwhatManners?3.How?I.Leading-inBACKNEXT酒店基础英语1.Why?Informationandanswersareimportanttoguests,andiftheyaskyouaquestion,theywill,rightly,expectyoutoknowtheanswer.Inordertodealwiththeenquiry,youmustknowtheanswerstoallquestionsrelatingtoyourownjobandtoyourowndepartment,aswellasagoodunderstandingofotherdepartmentsinthehotel.I.Leading-inPREV.NEXT酒店基础英语2. InWhatManners?Itisalsoadvisabletohavetheanswerstothosequestionsthatguestsoftenask.Whenansweringthequestions,youshould:listencarefullytowhattheguestissayingsothatyouunderstandthequestionclearly.showconcernandyourwillingnesstohelp.answertheguestclearly,quicklyandefficiently.consultacolleagueifyoudonotknowtheanswer.I.Leading-inPREV.NEXT酒店基础英语3. How?Example:CouldyoupleaseYoushouldsay,“Yes,ofcourse./Certainly.”Thenfollowwithexpectedanswers.Remembertoavoidjustsaying“Yes”.Youneedtolettheguestknowyouarewillingtohelp.I.Leading-inPREV.BACKshowmethewaytothezoo?helpmebookataxi?tellmewherethenearesttravelserviceis?酒店基础英语G:Excuseme,whereistherestaurant,please?C:It’sonthetopfloor,andtheliftisjustaroundthecorner.G:Thankyou.C:You’rewelcome.II.Dialogues1BACKNEXT(C:ClerkG:Guest)酒店基础英语(C:Clerk

G:Guest)G:Excuseme,IhaveanappointmenttoseeMr.Blackinhisoffice.Couldyoupleasetellmewherehisofficeis?C:Certainly,Sir.Itisonthethirdfloor.Wouldyoulikemetophonehim?G:Yes,thankyou.C:You’remostwelcome.II.Dialogues2PREV.NEXT酒店基础英语(C:Clerk

G:Guest)G:Excuseme,wherecanIbuysomecigarettes?C:Attheshoponthefirstfloor.G:Ialsowanttobuysomesouvenirs.C:Youcangetthematoneofthecountersoverthere.G:Thankyou.C:It’smypleasure,Sir.II.Dialogues3PREV.NEXT酒店基础英语(C:Clerk

G:Guest)G:Excuseme,wewouldliketobookatripontheYangtzeRiver.Wherecanwedothis?C:IfyouwouldliketogoovertotheTourDesk,theywillbeabletohelpyou.G:Wealsoneedtochangesomemoney.CanIdoithere?C:Iamafraidnot,Sir.PleasegototheCashier’sDeskoverthere,andtheywillgladlydoitforyou.G:Thankyou.C:You’rewelcome,Sir.II.Dialogues4PREV.NEXT酒店基础英语(C:Clerk

G:Guest)G:Excuseme.Iwouldliketousetheswimmingpool.Canyoupleasetellmethehourswhenitisopen?C:Certainly,Madam.Itisopenfrom10a.m.until8p.m..G:Thankyou.C:You’remostwelcome.II.Dialogues5PREV.BACK酒店基础英语enquiryn.询问;问题relatingto与……相关departmentn.部门 advisableadj.可取的;明智的willingnessn.乐意;愿意 efficientadj.高效的efficientlyadv.高效地 consultv.商量;请教colleaguen.同事 countern.柜台foreignexchangedesk外币兑换柜台III.Words&ExpressionsBACKNEXT酒店基础英语IV.ExercisesStudentsworkinpairsasStudentAandStudentB.StudentAactsastheguestandStudentBactsasthehotelstaff.StudentAthinksaboutsomequestionshemayaskonthefirstdayinthehotel.StudentAasksandStudentBanswers.BACKNEXT酒店基础英语IV.ExercisesG:Excuseme,isthereanygoodrestaurantnearby?C:Therearequiteafewrestaurants.Whatkindoffooddoyouprefer?G:Well,Iprefersomethingthatisnotspicy,becauseIamalittletiredfromthelongride.C:Ifyoupreferlightfood,there’saCantoneserestaurantdownthestreet.Maybeyou’lllikeit.G:Thankyou.C:You’rewelcome,Sir.PREV.BACK(C:ClerkG:Guest)Enquiries询问Directions&TrafficAround方向与周边交通MajorContents酒店基础英语酒店基础英语???WhyNeedAskforDirection?I.Leading-inBACKNEXT酒店基础英语Whyneedaskfordirection?

Whenguestsarriveinahotel,theydonotknowtheirwayaround.Theywilloftenaskyouwhereacertainplaceis.Youneedtoknowyourhotelperfectlywellandalsoitssurroundings.Thenyoucantellyourgueststhewaycorrectlyandprecisely.I.Leading-inPREV.BACK酒店基础英语(C:Clerk

G:Guest)C:Goodmorning,Mr.White.CanIhelpyou?G:Morning.I’mlookingforthesnackbar.Couldyoutellmetheway?C:Certainly,Mr.White.It’sonthethirdfloor.Youtaketheelevatortothethirdfloor,andthesnackbarisonyourrightsidenexttotheWesternRestaurant.G:Isee.Thankyouverymuch.C:Youarewelcome.II.DialoguesPREV.NEXTDialogue1酒店基础英语(C:Clerk

G:Guest)G:Excuseme,canyoutellmethewaytothebookstore?C:Sure,Ms.Lee.Yougooutofthelobby,turnleftandgostraightalong.Takethefirstrightturnandyou’llseeitinfrontofyou.G:Doesittakelongtowalkthere?C:No.It’sjustabout10minutes’walk.Oryoucanrideasharedbikebyscanningthecode.It’sveryconvenientandcansavetime.G:Soundsgreat.I’lltrythesharedbikethen.II.DialoguesPREV.NEXTDialogue2酒店基础英语(C:Clerk

G:Guest)G:Excuseme,howcanItraveltoPeople’sPark?C:Yes,Ms.Lee.Thebusstopandmetrostationarejustnearby.YoucantakebusNo.51orMetroLine2andbothhavethestopthere.G:IthinkI’lltakethemetro.Itrunsfaster.C:Yes.It’saboutaquarter’sride.

G:Isee.Thanksalot.C:Withpleasure.Haveaniceday!II.DialoguesDialogue3PREV.BACK酒店基础英语perfectlyadj.&adv.完美的(地)

preciselyadv. 精确地;准确地elevatorn. (美)电梯

liftn. (英)电梯

lobbyn. 大厅sharedbike 共享单车

scanningthecode 扫码metron. 地铁（subway;tube;underground）

III.Words&ExpressionsBACKNEXT酒店基础英语III.Words&Expressions1.It’soverthere,Sir.2.Onthe1st(2nd/3rd)floor,Madam.3.Opposite(对面的;在对面)thecoffeeshop,Madam.4.Ontherightsideofthelobby.5.OntheleftoftheChineseRestaurant.6.Yougoalongthecorridor(走廊)andthenturnright.Youwon’tmissit.PREV.NEXTUsefulExpressions酒店基础英语III.Words&Expressions7.It’s10minutes’walkfromthehotel.8.Gostraight,andturnleftatthe2ndcrossing(十字路口).9.It’snexttothecoffeeshop.10.Pleasefollowme,Madam.Iwillshowyoutheway.11.PleasefollowmetotheManager’soffice,Sir.PREV.BACK酒店基础英语IV.ExercisesLookingatthefollowingsketches(草图)andworkinpairstotelleachotherdirectionstosomeplacesinandnearyourschool.1.Turn_____

BACKNEXTleft,_______around,_______right.2.Walk_____

straighton.upstairs.downstairs.酒店基础英语IV.Exercises

3.Go_____

straighton,_______back.4.Takethefirst/second/third_____

Makealeftturnatthetrafficlight(交通灯;红绿灯)/zebracrossing(斑马线)/crosswalk(人行横道)/footbridge(人行天桥).

left.5.Takethefirst/second/third_____Makearightturn atthetrafficlight/zebracrossing/crosswalk/footbridge.

right.PREV.BACKMajorContents酒店基础英语

Complaints&Apologies投诉与道歉酒店基础英语???1.Behavelikethis?2.How?3.SeriousComplaints?4.SmallComplaints?I.Leading-inBACKNEXT酒店基础英语1.Behavelikethis?Whenwedealwithcomplaints,themostimportantthingistoshowtheguestthatyousympathizeandyoucare.Evenifyouthinkthattheguestisbeingdifficultorunreasonable,youshouldnotshowyourrealfeelings.Insteadyoushouldbepolite,listentothempatiently,findoutwhatiswrongandthenactonit.I.Leading-inPREV.NEXT酒店基础英语2.How?Theanswertoanycomplaintshouldinclude:apology.action—eithertocorrectthemistakeortocallasupervisor.Rememberfortheminorcomplaints,youcandealwiththemdirectlybyyourself,butforseriousproblems,youneedtohandthemovertoyourSupervisororManager.I.Leading-inPREV.NEXT酒店基础英语3. SeriousComplaints?Ifaguesthasaseriouscomplaint,listenattentivelytotheguest’sproblem.Thensay,“I’msorry,Sir.PleasetakeaseatandI’llcallmyManagertohelpyou.”EnsurethatyoupassallthedetailsontoyourManagersothattheguestdoesnothavetotellhisstoryagain.I.Leading-inPREV.NEXT酒店基础英语4. SmallComplaints?Youcanturnanunhappyguestintoasatisfiedonebytakingthefollowingsteps.Step1Listenattentivelytotheguest’sproblemandifnecessaryclarifywiththeguestsothatyouunderstandtheexactcomplaint.Step2Apologizetotheguest.Step3Tellhimwhatyouaregoingtodo.Step4Tellhimwhenyouaregoingtodoit.I.Leading-inPREV.NEXT酒店基础英语4. SmallComplaints?So,youmayhandlesmallcomplaintsbysaying:I.Leading-inPREV.NEXTAPOLOGYACTIONTIMINGI’msorry,Sir.I’llcallHousekeepingimmediatelyI’mverysorry,Sir.I’llchangeitatonceI’msorry,Sir.I’llfetchtheshampoowithin5minutes酒店基础英语5. RememberSomecomplaintscanbeprevented.Ifyouknowthataguesthasbeenwaitingforsometime,youcouldsayforexample,“I’msorrytokeepyouwaiting,Madam.Yourmealwillbereadyverysoon.” Whenitdoesarrive,youcouldsay,“Iamsorryforhavingkeptyouwaiting(forsolong),Madam.Pleaseenjoyyourmeal.”I.Leading-inPREV.BACK酒店基础英语G:Excuseme,whyhasmyroomnotbeencleanedtoday?Itisverydirty.C:Iamsosorry,Sir.I’llcallHousekeepingandseetoitstraightaway.G:Ishouldhopeso.C:Again,myapologies,butitwillbecleanedverysoon.G:Thankyou.C:You’remostwelcome.II.Dialogues1BACKNEXT(C:ClerkG:Guest)酒店基础英语(C:Clerk

G:Guest)G:Whyhaveyoubroughtmeabeerinsteadofthebill?C:Iamverysorry,Sir.Iwillfetchyourbillimmediately.……C:Sorryforhavingkeptyouwaiting,Sir.Hereisyourbill.II.Dialogues2PREV.NEXT酒店基础英语(C:Clerk

G:Guest)G:Iamtryingtofindoutthephonenumberofacolleagueofyourswhoworksbehindthebar.C:Iamsorry,Sir,butI’mafraidIdon’tknowherphonenumbereither.Wouldyouliketoleaveamessageforher?G:No.IwouldliketospeaktoyourManager.C:IamafraidthattheManagerisnothereatthemoment,butI’llcallmysupervisorrightaway.II.Dialogues3PREV.NEXT酒店基础英语(C:Clerk

G:Guest)G:Iorderedsomecoffeetenminutesago.Whereisit?C:I’msosorry,Madam.I’llbringittoyoustraightaway. (Theclerkcomesbackwiththecoffee.)C:Excuseme,Madam,Iamsorrytohavekeptyouwaiting.Hereisyourcoffee.Pleaseenjoyyourmeal.II.Dialogues4PREV.BACK酒店基础英语sympathizev.同情;体谅 unreasonableadj.不讲道理的;不理智的patientadj.耐心的 supervisorn.主管attentiveadj.专心的 attentivelyadv.专心地clarifyv.澄清;使清楚 fetchv.去拿;去取III.Words&ExpressionsBACKNEXT酒店基础英语III.Words&Expressions1.I’msorry,Sir.2.I’mvery/sosorry,Sir/Madam.3.I’mverysorrytokeepyouwaiting.4.I’msorry,Sir.Wouldyoupleasegotothe...?5.Don’tworry,Sir/Madam.PREV.NEXT酒店基础英语III.Words&ExpressionsbringittoyourroomchangeitseetoitcallHousekeepingclearitupreportitdoeverythingthatIcantohelpPREV.BACK6.I’ll+checkitrightaway.immediately.straightaway.assoonaspossible.酒店基础英语IV.ExercisesWorkinpairstopracticedealingwithcomplaintsaccordingtothegiveninformationbelow.BACKNEXTCOMPLAINTACTIONMytelephonedoesn’twork.callEngineering(工程部)Where’smydessert?checkforyouMyroom’sstilldirty.clean