(導(dǎo)游領(lǐng)隊(duì)常用英語)Lesson2Hotel課件

領(lǐng)隊(duì)常用英語

Lesson2HotelLesson2Hotel

Teachingobjectives:

Toknowthebasicservicesinthehotel

asanoutboundtourleader

TomasterEnglishformsandvocabularycommonlyusedinhotelservices

Tocultivatemainabilitiestoservetheguestswithprofessionalcompetenceasanourboundtourleader

TeachingStepsStep1:WarmingupStep2:DialoguesandexpressionsStep3PracticeStep4:Exercises

2.backgroundknowledge:

Non-guaranteedReservationsareheldbythehoteluntilacertaincut-offhourwhichissetbyhotelpolicy.Roomsreservedinthismannerarereturnedtotheroominventoryafterthecut-offhourhaspassedandcanbesoldtoawalk-inguest.

Guaranteedreservation

Aguaranteedreservationassuresgueststhataroomwillbehelduntilthecheck-outtimeonthedayfollowingthedateofarrival.

Thistypeofreservationalsoguaranteesthatthehotelwillreceivepaymentiftheguestdoesnotarriveanddoesnotproperlycancelthereservation.

2.backgroundknowledge:

CommonHotelServiceshotelservicesroomservicehouse-keepingservicemoneyexchangeservicebellservicelaundryandvaletservicetelephoneservice

2.backgroundknowledge:

Typesandcontentsofwesternbreakfast:Types:Americanbreakfast美式早餐Continentalbreakfast歐式早餐Buffetbreakfast自助早餐8AboutBreakfastTheContinentalBreakfastoriginatesinEurope,itisverylight,barelyabreakfastcomparedtoAmericanmeals.Acontinentalbreakfastusuallyconsistsofsomesortofbread(roll,danish,croissant,toast,etc.),bagels,juice,coffeeortea,andsomefruit.

AboutBreakfastTheAmericanBreakfastisbasicallyborderingonagluttonousmeal.AnAmericanbreakfast(orEnglishbreakfast)usuallyhaseggs,somesortofmeat(bacon,sausageorham),coffeeortea,cereal,pancakes,wafflesandbutteredtoast.Thereisoftensomefruitandjuiceaswell.AboutBreakfastTheBuffetBreakfastincludesmoreabundantkindsoffood,Chinesebreakfast,Americanbreakfast,Continentalbreakfast,andevenJapanesebreakfast,Cantonesebreakfastandsoon.Italmosthasthesameamountsasthebuffetlunchandsupper.

Step2DialoguesDialogue1

1.Check-ininthehotel酒店入住(A:

receptionist

B:Tourleader)A:

Good

afternoon!WhatcanIdoforyou?B:

Good

afternoon!

IamLilei,tourguideofChinaInternationalTravelAgency.I'd

like

to

have

two

suites

and

ten

single

rooms,

please.

A:

Have

you

made

a

reservation?

B:

Yes.

We

have.A:

Oh,

Iwillcheck.Yes,wehaveyou

reservation.

Youragencyhasbookedtwo

suites

and

ten

single

rooms.

Isthereanychange?Can

I

see

andcopyyourgroupvisa?

B:

Yes,

hereyouare.A:

Thank

you.

Please

fill

in

these

registration

forms.

B:

The

registration

forms

are

finished.

Shall

we

have

our

keys

to

the

rooms?

A:

Of

course.

Here

are

the

keys

to

your

rooms.

Your

rooms

are

on

the

third

floor.

The

bellboy

will

take

you

to

your

rooms.

B:

Thanks!Dialogue2

Checkout退房(A:receptionistB:tourleader)A:

Good

morning,

sir.

Do

you

want

to

check

out?

B:

Yes,

out

rooms

are

501,

502,

503,

504,and

my

name

is

John

Smith.

A:

Here

is

your

bill.

Two

nights

at

300

yuan

each,

and

here

are

the

meals

that

you

had

at

the

hotel

including

the

breakfast

this

morning.

That

makes

total

of

4,500

yuan.

Is

that

right?

B:

Yes,

I

think

so.

A:

How

would

you

like

to

pay?

B:

I'd

like

to

pay

in

cash.

A:

Here

is

your

receipt.

We

look

forward

to

seeing

you

again.

B:

Thank

you.

Good-bye.Dialogue3

ConfirmingWake-upCallandLuggageCollection確定叫早與出行李的時(shí)間（A:Receptionist;B:TourLeader）A:Goodafternoon.CanIhelpyou,sir?B:Goodafternoon.I’mLiYuan,thetourleaderfromShanghaiChinaTravelService.I’dliketohaveawake-upcall.A;MayIhaveyournameandroomnumber,please?B:Bill,Room315.Wouldyoupleasegiveusamorningcallat6:45tomorrowmorning?A:Certainly,sir.Amorningcallat6:45tomorrowmorning.Isthatright?B:Yes.Thanks.Dialogue4RoomService(送餐服務(wù))(A:RoomService;B:Tourist)A：Goodmorning,RoomService,mayIhelpyou?B：I’dliketohaveamealinmyroom.A：Certainly,sir.Weoffertwotypesofbreakfast.Americanandcontinental.Whichonewouldyouprefer?B：Whatdoesacontinentalbreakfasthave?A：Chilledorangejuice,toastwithbutter,coffeeortea.B：That’llbefine.I’lltakeit.I’dlikeawhitecoffeewithtwosugars,please.A：Isee.MayIhaveyournameandroomnumber,please?B：Sure.It’sJeffinRoom1506.R：Letmeconfirmyourorder.Mr.JeffersonBlackinRoom1506,continentalbreakfast,whitecoffeewithtwosugars.Isthatright?G：exactlyR：Yourorderwillbereadysoon,thankyouforcalling.Dialogue5AdditionalBedandDailyItems加床及日用品(A:ReceptionistB:TourLeader)A:Goodevening,FrontOffice.MayIhelpyou?B:Goodevening.I’mthetourleaderWangQingfromroom302.Wehaveoneextrapersoninourgroupnow.SoIwonderifthereisonemoresingleroom.A:I’msorry,Mr.Wang.We’vefullybookedatthemoment.Wouldyoumindtohaveanextrabedinoneoftherooms?B:Goodidea!Howmuchdoesitcost?A:20dollarspernight.B:That’sallright.We’dliketohaveanextrabedinroom302.Canyouhandleitwithinonehour?A:Noproblem.We’llhaveitsentto302within30minutes.Wouldyoupleasetocometothefrontdesktosignforthechange?B:Thankyouverymuch.I’llcomeinaminute.A:IsthereanythingelseIcandoforyou?B:Hum…Yes.Couldyousendonemorepillowtoroom309,please?A:OK.We’llbringapillowtoroom309rightaway.B:Thanks.A:Mypleasure.

Step2UsefulExpressions1.check-in

1.Haveyoumadeareservation?

2.Whatkindofroomwouldyoulike?

3.Howmanyguestswilltherebeinyourparty?4.

Forwhichdate?5.MayIhaveyourname/address/telephonenumber/nationality/check-outtime?

b)

2.roomrate

1.Couldyoutellmetheroomrate,please?2.Howmuchdoyouchargeforasuite?3.What’stheratepernight?Thecurrentrateis$150pernight.4ooYuanRMBpernightperroom,withbreakfast4.Isthereanydiscountforgroupreservation?wehaveaspecialrateforgroupreservation.We’llgiveyou30%off.b)

3.RoomFacilities

1.We’dliketohaveanextrabedinroom201.2.havesomeclothestobewashed.Doyouhavealaundryservice?3.Wouldyoubringonesteakdinner,oneseafoodplate,onebottleofwhitewine,please?4.Theremustbesomethingwrongwiththeheater.5.CanIhavesomeextrabathtowels?6.Theairconditionerdoesn’twork.

4.Checkout1.Shouldwecheckoutbeforenoon?

2.Wechargeanextra10%oftheroomrateforthelatecheckout.3.Telephonechargeswillbepaidindividually.4.MayIhavetheinvoice?5.Iseverythingincludedinthebill?Step3PracticeRole-play1

MissWangisatourleader.Shewantstocheckinhergroup.Thefollowingarewhatthereceptionistsays.ThinkaboutwhatMisswangsaysintheconversation.Actouttheconversation.

Role-play2

A:Youareatourleaderandarecheckingoutatthecashierinahotel.Youwantstopaywithyourcreditcard.B:Youarethecashier.

Pleaseroleplaythesituation.playroleplayroleStep4ExercisesI.TranslatethespecialtermsandsentencesintoChineseandEnglish.frontdeskpackagetouradvancedreservationroomratebellmanmorningcall三人房旅行支票自助早餐外幣兌換Exercise2.Fillintheblankswiththewordsorexpressionsprovidedinthebox.Reservationist(R):Goodmorning.RoomReservations.HowmayIhelpyou?Guest(G):IamcallingfromtheInternationalYouthTravelAgency.I’dliketoknowifyouhaveanyrooms(1)_____________forthenightsfromDecember2ndto6th.R:MayIknowhowmanype