饭店情景英语（第二版）课件：Courtesy Hospitality礼貌 热情

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.Wouldy