SHERATON喜來(lái)登酒店英語(yǔ)培訓(xùn)

1、【最新資料，WORD檔，可編輯修改】Chapter 1. Courtesy EnglishUnit 1 : GREETING & FAREWELLSVOCABULARYwelcome歡迎friend告別farewellidentifydefinitelyPHRASES ON THE JOBGood morningGood afternoonGood eveningWelcomebackHi早上好下午好晚上好歡迎回HelloHow do you do?How are you?Fine, thankyou, and you?你好你好你好嗎?很好,謝謝，你呢?Fine, thanks, an

2、d you?Good-byeGood nightGood-bye for now很好，謝謝，你呢?再見(jiàn)晚安再見(jiàn)It was nice to see you again.Have a good evening See you later.It was nice seeing you.很高興又見(jiàn)到你。晚上愉快?；仡^見(jiàn)。很高興見(jiàn)到你。Have a good weekend Have a safe tripHave a good dayHope tosee you again周末愉快。一路平安。見(jiàn)到您。Thank you for coming (Thanks for coming)you again感

3、謝光臨。祝您愉快。希望再Look forward to seeing盼望再見(jiàn)到您LISTEN TO THE CONVERSATIONListen to the guest and then fill the gap in each sentence.The guest ' s name is.The staff ' s name is.The guest will today.He ll live in next time he comes.TALKING TO THE GUESTStaff :Good morning. Mr. Smith. How are you today

4、>?Guest: Good morning. Jane. I ' m fine, thanks, and you?Staff : I'm fine too. Are you checking-out today?Guest: yes, I think soStaff : Did you enjoy your stay here?Guest: Yes, I did.Staff : I hope our service is to your satisfactionGuest: Sure. I ' m very pleased with everything here

5、.Staff : Thank you. I wish you a nice trip home and look forward to seeingyou again.Guest: Thank you. I ' ll definitely come to the Sheraton next timeI'm inTianjin.PAIR WORKFind a partner and play the roles of the staff and the guest who will be on holiday soon.OXFORD HUMOURThe more I study,

6、 the more I know.The more I know, the more I forget.The more I forget, the less I know.So why study?UNIT 2:INTRODUCTIONSVOCABULARY.introduce介紹 happy高興 spell out拼寫(xiě)出來(lái)meet會(huì)見(jiàn) glad高興 first namePHRASES ON THE JOBMy name is John SmithIt ' s nice meeting you我叫約翰.史密斯。高興見(jiàn)到您。I ' m Mary CopperIt' s

7、nice to meet you.很高興見(jiàn)到您I ' m pleased to meet youI ' m glad to meet you.我叫瑪麗. 庫(kù)伯。高興見(jiàn)到您。Let me introduce you to John Smith很高興見(jiàn)到您。I d like to introduce you to MaryCopper.我把你介紹給約翰. 史密斯。I d like you to meet Mr. Thomson.希望你認(rèn)識(shí)一下托瑪斯先生。我想我們以前沒(méi)見(jiàn)過(guò)。我想把你介紹給瑪麗。I don t think we ve met beforeYou re new here

8、, aren t you?你是新來(lái)的，對(duì)嗎？Have we met before?我們以前見(jiàn)過(guò)面嗎？LISTEN TO THE CONVERSATIONTALKING TO THE GUE：STStaff : Good morning, sir, May I know your name?Guest: Certainly. My name is John SmithStaff : Would you please spell your last name?Guest: Sure. P-a-r-k-I-n-s-o-n, Parkinson.Staff : How do you do Mr. Pa

9、rkinson? Welcome to our hotelGuest: How do you do? Very nice to meet you.Staff : Hope you ll enjoy you stay here.Guest: I think I willStaff : See you later.Guest: See you.PAIR WORKIntroduce yourself to a partner.EXERCISEPut in articles where needed.A: Would you like cold milk?B: Yes, please. I'

10、d likeglass of beer if you' ve got it.A: I ' ll go and have a look inkitchen.Yes, there ' s bottle here, but it isn' t coldB: Never mind. Can I have piece of ice in it?A: Sure. There is quite a lot in refrigerator.IDIOMS:No pain no gain.As busy as a bee.Hand and foot.As proud as a pe

11、acock.As hungry as a wolfBeat about the bush.UNIT 3: APOLOGIESVOCABULARYExcuse原諒apologize請(qǐng)求原諒mistake錯(cuò)誤forgive原諒mind介意assurePHRASES ON THE JOBExcuse meI'm sorryplease forgive me.That s Ok打擾一下。對(duì)不起。請(qǐng)?jiān)?。沒(méi)什么。I do apologizeThats all rightPleaseaccept our apology.我很抱歉。沒(méi)關(guān)系。請(qǐng)接受我們的歉意。Would you please wait

12、 a moment?Wouldyou mindwaiting a second?請(qǐng)稍等好嗎？請(qǐng)稍等好嗎？I didn t mean for that to happen.I assure you itwon t happen again.我是不想出這種事的。我向您保證以后不再發(fā)生這種事。TALKING TO THE GUESTGuest: Excuse me. I think there is a mistake in my bill.Staff : I m sorry to hear that. I ll check for you right away. Would you please

13、wait a moment?Guest: OK. ( a moment later)Staff : I do applogize, Mr. Smith. There is a mistake in your bill. Iassure you it won t happenagain.Guest: Well, that s all rightEXERCISEPut in the missing word.Mr and Mrs Miller are from Austria. They often go shopping without their German guide.But they c

14、an' t to the taxidriver as they cana word of Chinese.They don' t know how to him where they want to go. And the driver doesn' t know how to to them because he dosen' t German. Mr. Miller to himself."I wish I could someChinese. ”UNIT 4:OFFERING HELPAppreciate喜歡grateful感謝offer提供as

15、sist幫助favor喜歡desire希望VOCABULARYPHRASES ON THE JOBAnything I can do for you? help, please let me know. 我能為您做些什么？Can I help you? not hesitate.我能幫忙嗎？If there ' s anything I can do to如果有我能幫忙的話，請(qǐng)告訴我。If I can be of assistance. Please do如果要我?guī)兔Γ瑒e猶豫，盡管講。Do you need any help?要幫忙嗎？Can I give you a hand?要幫忙

16、嗎？If you don t mind.如果你不介意。There s no h urry不著急。Going up?上樓嗎？I d be very glad to help you.很高興認(rèn)識(shí)你。If you wouldn t mind.如果你不介意。If it s no trouble如果不麻煩的話。please take your time不著急。Going down.下樓。LISTEN TO THE CONVERSATIONStaff : Excuse me, May I help you?Guest: Yes, I m looking for my room.Staff : May I

17、know your room number, please?Guest: Yes, my room number is 358.Staff :That s at the other end of the corridor. Follow me. Please. I llshow you to your room.Guest: Thank you. It s very kind of you.Staff : It s my pleasure to serve you. Please enjoy your stay.Guest: Yes. I will.Staff : Going up, sir?

18、Guest: YesStaff : Watch your steps, please, The floor is wet.Guest: OK, Thank you.StaffGuest:By the way, may I help you with your luggage?StaffYou' re most welcomePAIR WORKFind apartner and play the roles of the guest and the staff. Theguest wantsto find the fitness center.EXERCISEPut little, a

19、little, fewor a few into the sentences.We needmore staffThere ismilk left. Go and get some.He asked formore salt.UNIT 5:THANKS AND REPLIESVOCABULARYRepair修理kitchen 廚房wire電線light燈noisy 吵indeed 的確 by the way順便說(shuō)一下Electrician電器師 colleague同事 as soon as possible盡可能早help sb with sth幫助某人做某事PHRASE ON THE JOB

20、ThanksThank you very muchThank you ever so much謝謝。非常感謝。太感謝了 OI appreciate that/itThat' s very kind of you.You are so sweet我很感激你太好了你真甜Sure, That ' s very kind of you.Thank you just the sameYou re most welcomeIt s my pleasureto serve you.同樣得感謝您。不客氣。很榮幸為您服務(wù)That s quite all right know next to no

21、thing. 一點(diǎn)兒關(guān)系也沒(méi)有。I m pleased to be of services of you I愿意為您效勞。我?guī)缀跻桓[不通。LISTEN TO THE CONVERSATIONListen to the talk between the guest and the staff an then decide whether the following statements are right or wrong.The problem is in the bedroom.One of the lights is broken.Something is wrong with the T

22、V as well.The electrician will repair the TV right away.TALKING TO THE GUESTStaff : Good afternoon. Miss Thomson. I m here to repair your light.Guest: That s very nice. It s this one in the kitchen. It doesn t workStaff : Let me have a look. Oh, a wire is loose. Now, it s all right.Guest: Yes, it is

23、. Thank you very much indeed.Staff : It s my pleasure.Guest: By the way, my telephone is too noisy. Could you please help me withthis?Staff : Sorry, I m an electrician. I know next to nothing about telephone. But I ' ll call mycolleague to come as soon as possible.Guest :OK. Thank you just the s

24、ame.Staff : Not at all. Good-bye, Mrs. Thomson.Guest :Good-byePAIR WORKFind a partner and play the roles of the guest and the staff. The guest wants a baby cot.EXERCISEPut the verbs into correct tenses:A: Which country (be) you from, Ms. Miller?B: I (be) from Brazil.A: Did you(come) yesterday?B: No.

25、 I(come) the day before yesterday.A: So you(stay) here from 2 nightsB: Yes, and I leave for home tomorrow.UNIT 6:REQUESTS AND REPLIESVOCABULARYFavour喜歡 over there 在那邊do sb a favour為某人幫助next to 緊挨者look for尋找request要求Easy 容易reply 回答 trouble 麻煩 problem問(wèn)題PHRASES ON THE JOBCould you do me a favour?Would

26、you please do me a favour?能幫我個(gè)忙嗎？幫我個(gè)忙好嗎？Could I ask you a favourCould you do a favour for me?幫我個(gè)忙好嗎？幫我個(gè)忙好嗎？Could you possibly do a favour for me?Of course幫我個(gè)忙好嗎？當(dāng)然No problemNo trouble at all.I d be glad to meetyou沒(méi)問(wèn)題。不麻煩。我會(huì)很高興的。LISTEN TO THE CONVERSATIONListen to the talk between the guest and a sta

27、ff and then answer 2 questions.What s the guest s request?Where could he find it?TALKING TO THE GUESTGuest: Excuse me.Staff : YesGuest: Could you please do me a favour?Staff :Certainly.What can I do for you?Guest: I m looking for the Sales DepartmentStaff :That s easy. It s over there, next to the I

28、nformation DeskGuest: I see, Thanks a lot.Staff : My pleasure.PAIR WORKFind a partner and play the roles of a guest and a staff. The guest wants to send a letter.EXERCISERespond to the following using “Neither, Either or So ”I can' t speak English.Christmas is an important holidayI don ' t l

29、ike fish.I ' m very fond of sweet and sour pork.UNIT 7:LONG THIME NO SEEVOVABULARYAge 年代 pretty 相當(dāng)?shù)?on holiday 度假 daughter 女兒 granddaughter 孫女grandson孫兒Aunt 姨、姑、嬸uncle 叔、伯、舅son 兒子 first cousin第一代表兄弟姐妹second cousin第二代表兄弟姐妹PHRASES ON THE JOBLong time no see.I haven ' t seen you for ages.Congra

30、tulationsLISTEN TO THE CONVERSATIONListen to the talk between the guest and the staff and then fill in the table with the informationThe guest ' s name isShe wentShe has grandchildrenTALKING TO THE GUESTStaff : Goodmorning. How are you Ms. Jackson? Haven ' t seen you for ages.Guest: Yes. Lon

31、g time no see. I ' m fine, thanks. How are you?Staff : Pretty well. Did you go on holiday?Guest: Yes, I went back home because my daughter had a baby.Staff :CongratulationsGuest: ThanksStaff :A girl or a boy?Guest: A girlStaff : So you have a granddaughter nowGuest: A granddaughter? I ' ve g

32、ot threeStaff :Three granddaughtersGuest: Yes, and a grandson as well.Staff :They must be very lovelyGuest: Sure. I enjoy them greatly.PAIR WORKFind a partner and play the part of a guest and a staff. The guest went back home because her brother was ill.UNIT 8:ASKING PEOPLE TO REPEATVOCUBULARYReserv

33、ation 預(yù)定 nationality 國(guó)籍 at least 至少 I' m afraid 恐怕 Australian澳大利亞人plan計(jì)劃在四樓repeat 重 復(fù)Pardon 原諒 Beg 請(qǐng)求 On the fourth floorpossible可能intend打算PHRASES ON THE JOBPardon? Please say it slowly.I beg your pardonI didn ' tfollow you 沒(méi)聽(tīng)清？ 請(qǐng)慢慢講。我沒(méi)聽(tīng)清。我沒(méi)聽(tīng)懂。Would you please say it again? 請(qǐng)您再說(shuō)一遍好嗎？LISTEN T

34、O THE CONVERSATIONListen to the conversation between the guest and the staff and then answer the following questions:When did the guest get to the hotel>What' s his name and nationality?How long did he plan to stay?What room did the staff give him?TALING TO THE GUESTStaff : Good evening, sir,

35、 do you have a reservation?Guest:No. I ' m afraid not.Staff:May I know your name,please?Guest: Yes, I ' m David WhiteStaff:Your nationality?Guest:I'm AustralianStaff:Sorry, I beg your pardon?Guest: Im AustralianStaff : I see. How long do you intend to stay?Guest: At least a week. Possibl

36、y longer.Staff : Good. I can give you a room on the 4 th floor, is that all right?Guest: Yes. It s quite all right. Thank you very much.Staff :You re most welcome.ADDITIONAL EXPRESSION AND PHRASESSorry to have kept you waiting 抱歉讓您久等了。Excuse me for interrupting 抱歉打擾一下了。It doesn t matter 沒(méi)關(guān)系。Please t

37、ake your time 別急。I ll try my best 我將盡力而為。It s my pleasure to serve you 為您服務(wù)很榮幸。May I call you back 可以給您打回去嗎？Can I assist you further? 還能給您幫什么忙嗎？Sit down at this table, please 請(qǐng)坐這張桌子。I ll take care of that. 我來(lái)處理這件事。Would you mind waiting for a moment? 請(qǐng)稍等，您介意嗎？One for the road 走前再喝一杯。I ll have anothe

38、r on ice 我再要一杯加冰的。Follow me, please. 請(qǐng)跟我來(lái)。Welcome back 歡迎您回來(lái)。Let me help you 我來(lái)幫您。There is no hurry 別著急。我馬上就來(lái)。I ll be with you in a momentAfter you.您先請(qǐng)。Chapter 2 General EnglishThe hospitality industry in Chian is a growing industry with unique challenges. These challenges will be met by motivated a

39、nd well trained professionals such as yourself. The English language is a tool that will enable you to communicate with a majority of the guests you meet a Sheraton. In addition, a new world of information and resources will be open to you as you can learn from people form different countries and cu

40、ltures.In today ' s ever increasing competitive enviroment,the most valuableemployeses are those people who have the ability to work in many different areas of the hotel. We call this ability“multi-skilled” ,and in China oneof the biggest barriers to achieving this goal is the language barrier.S

41、tudy hard, strive for excellence, and remember that at all times you represent Sheraton to our guests., other employees, and the community. Every week we spend 5 days or more per week at work. Why not make this time an investment in your future by taking on more responsibilities, being proactive, an

42、d learning as much as you can about our dynamic PEOPLE DRIVEN industry? With your new found “multi-skilled “ English abilities and SGSS I guarantee you will have a bright, rewarding, and successful future!UNIT 1:FINDING PLACESVOCABULARYFax 傳真miss 錯(cuò)過(guò)colleague 同事 lift 電梯 get off 下left 左 right 右 send 發(fā)

43、達(dá)Take 乘 then 然后 Front Office 前臺(tái) Business Centre 商務(wù)中心PHRASES ON THE JOBCould you please tell me?It ' s on the second floor請(qǐng)你告訴我好嗎？在二樓。It ' s on the right side of the corridorTurn left在走廊的右邊。左拐。LISTEN TO THE GUESTListen to the conversation between the staff and the guest and then fill in the b

44、lanksThe guest wants to send aHe should go to He may go byIt，s on the floorTALKING TO THE GUESTStaff: Good morning, madam. Can I help you?Guest: Yes. Could you please tell me where I can send a fax?Staff : You may go the Business Centre. My colleague there can do it foryou.Guest: But where is the Bu

45、siness Centre?Staff : It ' s on the second floor, just above the Front Office. You may take the lift here, get off onthe second, and then turn left. The Business Centre is on the right side of the corridor.You can ' t miss it.Guest: Thank you very much. You ' ve been of great help.Staff

46、: It ' s my pleasure to be of service.PAIR WORKThe guest wants to find the apartment buildingFind a partner and play the role of the guest and the staff.Using what you have learnedMake sentences with the following phrases:You' d betterGet ready for / toHave a day offSet the tablein timelook

47、forward toUNIT 2:TIMEVOCABULAR YBeijing Time北京時(shí)間special 特殊的 rate 價(jià)格 correct 正確的 rate價(jià)格 seem似乎Cheaper更便宜 in the morning在早上at night 夜里urgent 緊急的 downtown市中心Hour 小時(shí) difference 不同、差另Uo' clock 鐘PHRASES ON THE JOBThere' s a time difference of 6 hours.I ' d better make the call inthe evening時(shí)差6

48、小時(shí)。我最好晚上打電話。That' s greatIs it the correct time?It ' s 5:50 by mywatch.太棒了。時(shí)間準(zhǔn)嗎？我的表是5點(diǎn)50分。LISTEN TO THE GUESTListen to the talk between the guest and the staff and then decide whether the statements are right or wrong.It s 2:35 in the afternoonYes/No.The guest wants to make a call to PolandY

49、es/NoThe special night rates start from 9:00 pmYes/NoThe time difference is 3 hoursYes/No.TALING TO THE GUESTGuest: Excuse me. What time is it now?Staff : It s 2:25 by my watch;Guest: Is it the correct time?Staff : Yes, I think so .Guest: You use Beijing Time here, don t you?Staff : Yes, we doGuest:

50、 Do you know what time it is now in Holland?Staff : I guest it is about half past eight in the morning. There is a time difference of 6 hoursGuest: I see. I want to call back home. It seemsI d better make the callin the eveningStaff : I think so if nothing is urgent, because there are special ratesa

51、t night after 9:00Guest: Do you mean cheaper?Staff : YesGuest: That s great. Thank youStaffMy pleasurePROVERBSA light heart lives longHealth is better then wealth.A man becomes learned by asking questions.UNIT 3:GETTING INFORMATIONVOCABULARYover there在那邊 American 美公寓樓taxi出租車 apartment buildingThank

52、you for your help.感謝您的幫助。請(qǐng)等一會(huì)兒No wonder.Check檢查German德國(guó)人second 秒 mean意思Wonder 奇怪 stand for 代表PHRASES ON THE JOBWhat does this stand for 'Please wait a second這代表什么？I ' ll check for you我給您查一下。難怪呢!LISTEN TO THE CONVERSATIONListen to the conversation and then fill in the table with the informati

53、on about the lady ' s friend.NAMEROOM NUMBERNATIONALITYFIRST NAMEFAMILY NAMETALKING TO THE GUESTStaff : Good morning, ma am. Anything I can do for you?Guest: Good morning. I m here to see my friend. But I don t know whichbuilding she lives inStaff : Do you have her room number?Guest: Yes, It s 4

54、08Staff : May I know your friend s name?Guest: Sure. Her name is Shelly, Shelly WilsonStaff : Is she an American?Guest: No, she is GermanStaff : Please with a second. I ll check for youGuest: OKStaff : Yes, here it is. She lives in Room 2408 in the apartment building over thereGuest: What does 2 mea

55、n?Staff : It stands for the Apartment BuildingGuest: I see. No wonder. Thank you for your helpStaff :You re welcome.GUESSING RIDDLESI go out every day but I never leave my home. What am I ?What is it that can carry a message to anyone in any town?What is it that when once lost you can never find again?What is it that cannot burn in the fire and cannot drown in water?UNIT 4:VISITING A GUESTVOCABULARYeaseVisitor客人 exit出 口adapter 連接器 need 需要 brief公文包 out of order壞了coupon 獎(jiǎng)券Interesting 有趣room key 鑰匙 tour guide 導(dǎo)游 Food Mal