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1、Chapter FourEnglish at the Hotel,大连理工大学电子音像出版社,Contents,Check-in and Checkout,Housekeeping Service,Food and Beverage,Exchange of Foreign Currency,Convention and Exhibition Service,Section 1,Section 2,Section 3,Section 4,Section 5,Section 1,学会用英语与客人有效沟通，证实客人身 份及询问有关旅途事宜熟练掌握与本话题相关的专业英语词汇及常用句型表达练习用英语迎接
2、客人学会英文欢迎词的规范写作学会英语众欢迎客人的礼仪,Study Objectives,Section 1,Part One Background Material,Question:How to help the tourists with check-in and check-out formalities?,Tips for reference If you are a tour guide who is helping your tourists to pass through checking-in or checking out formalities at hotel,here
3、are the guidelines for you:,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,1.Help the tourists check in and introduce them to the locations of the main facilities of the hotel Help the tour leader put the room numbers on the luggage and have the luggage sent to the rooms as soon as possible.If the tourists have some
4、 problems,inform the floor attendant immediately and actively assist him in solving the problem.,Part One Background Material,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,4.Te1l the chef or the waiters of the restaurant how many people are in the group,who will be having the meal and any special requirements.5.Mak
5、e the tourists aware of the need to settle their bills.Remind the tourists to have their passports,plane(or train)tickets and customs declaration forms put in their carry-on luggage and have a check.7.Tell the tourists when and where to collect the luggage,and check the number of pieces of luggage.,
6、Part Two Situational Dialogue,A:a receptionist B:a tour guide C:a tourist D:a tour leader A:Good afternoon!Welcome to our hotel.B:Good afternoon!Id like to have two suites and ten single rooms1,please.A:Have you made a reservation?B:Yes.We have booked them for our tour group from the United States.I
7、 m Wang Hai.I m from China International Travel Service.A:Oh,I,m sorry.There is no reservation from your service.B:I m sure we have made a reservation.Could you check again a reservation for Friday for the tour group from the United States?A:All right.Let me check again.Ah,yes,two suites and ten sin
8、gle rooms from China International Travel Service.,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Dialogue One,Part Two Situational Dialogue,C:Is there a bath in the rooms?I feel like taking a bath right now.A:Yes,every room is equipped with2 a bath,a telephone and an air-conditioner.C:Thats good!A:Can I see your pa
9、ssports,please?D:Yes,these are our passports.A:Thank you.Here are your passports.Please fill in3 these registration forms.D: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 wil1 take you
10、to your rooms.D:Thanks!,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Part Two Situational Dialogue,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,B:I guess you must be tired after a long trip.If theres nothing else you want,I will be leaving.I will meet you at the lobby on the ground floor at seven oclock tomorrow morning for your
11、 breakfast.You can take a good rest tonight.D:I dont think there is anything else.4 You have been very considerate.Thank you very much.B:You are welcome.Enjoy your stay.See you tomorrow.D:See you tomorrow.,Part Two situational Dialogue,Vocabulary,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,reservation,rezvein n.(
12、旅馆房间、剧院座位等的)预定receptionist risepnistn.接待员suite swi:t n.(房间、器具等的)一套,一 付,一组passport p:sp:t n.护照;通行证;执照bellboy belbi n.（旅馆、俱乐部等的）行李 服务员；侍者registration,redistrein n.登记;登记证;登记人员的 数目;注册lobby lbi n.（剧院、旅馆等的）门廊、门厅,Notes,1 Id like to相似的句型有“I want”“I prefer。I want a double room我想要一个双人间。I prefer a quiet room 我
13、想要一间安静的客房。2.be equipped with 意思是“装备、配备”。The hotel is equipped with the Chinese traditional furniture 饭店配有中国传统式样的家具。,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,3 fill in填写 He was filling in the application form他正在填写登记表。4 I dont think there is anything else 意思是我想没有什么事情了。不能说“I think there is not anything else。,Part
14、 Two Situational Dialogue,A:a tour guide B:a tour leader C:a clerkA:Good morning everyone!We are going to check out this morning.Is everybody here?B:Yes.A:Is everybodys luggage ready?B:Yes,everything is all right.A:Thank you for being so punctual.1 The bellboy2 will take your luggage to the bus.Ten
15、minutes later,please meet at the dining-hall.Breakfast is to be served at 7:40.After you have your breakfast,please meet on the bus.We wil1 set off to the airport at 8:30.The departure time of the flight is 10 oclock this morning.Is this schedule all right?,Dialogue Two,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1
16、,Part Two Situational Dialogue,B:Yes,thank you.A:Would you please come with me to check the luggage?B:Yes,of course.A:There are altogether l6 pieces of luggage.B:Yes.That is l6.A:Are they all locked?B:Yes,they are.Now,can you go with me to the front desk to check out?A:Sure.(At the front desk)C:Good
17、 morning,sir.Do you want to check out3?B:Yes,our rooms are 501,502,503,504,and my name is John Smith.,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Part Two Situational Dialogue,C:Here is your bi1l.Two nights at 300 yuan each and here are the meals that you had at the hotel including the breakfast this morning.That
18、 makes total of 4,500 yuan.Is that right?B:Yes,I think so.C:How would you like to pay?4B:Id like to pay in cash.C:Here is your receipt.We look forward to seeing you again.5B:Thank you.Good-bye.,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Part Two Situational Dialogue,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Vocabulary,recei
19、pt risi:t n.收条,收据punctual pktjul adj.准时的,严守时间的,按期的departure dip:t n.起程;(火车的)发车;(飞机)起飞schedule skedjul n.时间表,课程表,日程表;火车时刻表total tutl adj.总的,总括的,全体的,全面发动的,Notes,1.be busy with/about/at/over sth.意思是“忙于某事”。He was busy with his design of the new building 他忙于新大楼的设计。2Thank you for being so punctual 句中的“tha
20、nk you for”表示“为而感谢某人”，介词for后面接名词或动 名词。Thank you for your help 感谢你的帮助。Thank you for telling me the good news 谢谢你告诉我这个好消息。,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Notes,3.Bellboy相当于bellman,饭店侍者，旅馆服务员，负责搬运客人的行李。4.check out 办理离店手续5.How would you like to pay?询问付费方式，意思是“你要怎样付账?”6.We look forward to seeing you again
21、 与客人告别时的祝福语，意思是“希望下次再见到你们”。,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Part Two Situational Dialogue,1.I m from China International Travel Service.我是中国国际旅行社的工作人员。We have booked two suites and ten single rooms for our tour group from the United States.我们已经为我们的美国旅游团预订了两件套房和十间单人房。3.We have to start early tomorrow m
22、orning because of the busy schedule,Im afraid.因为行程比较紧张，所以明天早晨我们要早点出发。4.Wed like to require a morning call at 7:00 tomorrow.我们需要七点钟的叫早服务。5.The breakfast is available from 6:30 at the buffet at the second floor.早晨六点半在二楼的自助餐厅提供早餐。,Useful Expressions,For a tour guide,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Part T
23、wo Situational Dialogue,6.I guess you must be tired after a long trip.If theres nothing else you want,I will be leaving.经过长途旅行大家肯定都已经有点劳累，如果没有别的事情，我就先 回去了。7.I will meet you at the lobby on the ground floor at eight oclock tomorrow morning.明天早晨八点钟我在一楼大厅等你们。8.We are going to check out this morning.Is
24、everybody here?今天早晨我们要结账离店，人都到齐了吗？9.Would you please come with me to check the luggage?我们一起来检查一下行李吧！10.Can you go with me to the front desk to check out?你能和我一起到前台结账吗？,Useful Expressions,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Part Two Situational Dialogue,1.I reserve a standard suite three weeks ago.Im 我是，我在三
25、周前预定了一间标准套。2Ive just arrived from Hong Kong.Could you let me have a room for tonight?我刚从香港来，想知道现在有没有空房？3Ill take care of the registration form.我来填写入住登记表。4I should say I prefer to stay here.我想说我更喜欢住在这家酒店。5.A friend of mine highly recommended you hotel to me.我的一位朋友向我极力推荐你们饭店。,Useful Expressions,For a
26、tourist,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Part Two Situational Dialogue,6.Could I pay with travelers checks?我能用旅行支票付款吗？7Is this where I can pay my hotel bills?是在这结账吗？8My room number is and Id like to check out now.房间，现在就结帐。9Is there a special rate for a group reservation?团体预定有优惠吗？10.What if there isnt a
27、ny room then?倘若到时候没有空房怎么办？,Useful Expressions,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Part Three Writing-skill,How to Fill in a Registration Form,Tips for reference,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Generally speaking,a registration form for a foreigner client should include the following items,such as nationalit
28、y,full name,date of birth,sex,passport number and type of visa,reason and duration for stay,entry time and place,reception unit;More over,it also should cover the details as to the room number,rate,arrival and departure time,form of payment,address,the clients signature,the receptionist signature an
29、d the hotels duty-free declaration etc.,Part Three Writing-skill,Sample 1(1),SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Registration Form of Temporary Residence,房号：Room NO.(请用正楷填写 Please use block letters),Nationality1,Part Three Writing-skill,Sample 1(2),SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Safe deposit boxes2,cashier
30、 counter4,front office3,form of payment5,Part Three Writing-skill,Sample 2(1),SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Registration Form of Temporary Residence for Group,团队名称：（全称）日期 年 月 日 至 月 日Name of group Date Year Mon Day Till Mon Day,Profession of occupation6,Part Three Writing-skill,Sample 2(2),SEC 2,SEC
31、3,SEC 4,SEC 5,SEC 1,留宿单位：接待单位：注：“团体人员住宿登记表”一式三份。一份给陪同或领队，一份给财务部结账，一份留给服务台存档。,Notes,1.Nationality 国籍2.safe deposit boxes 保险箱3.the front office 前台4.the cashiers desk/counter 收银台5.The form of the payment:in cash,with travelers checks and by credit card 支付方式：现金，旅行支票和信用卡6.profession/occupation 职业,SEC 2,S
32、EC 3,SEC 4,SEC 5,SEC 1,Part Three Writing-skill,Please fill in a registration form at hotel on the following basis:The number of the tourists is 13,the arrival&departure dates is from May 24th to 28th,the price is 198 RMB yuan per night.,Writing Practice,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Part Four Exerc
33、ises,Reading aloud until you can say it from memory,then translate it into Chinese.,The Front Office staff seem to do all the things-receive reservations,register guests,assign rooms,distribute baggage,store guests valuables,provide information,deliver mails and messages,exchange foreign currencies,
34、check room occupancies,check guests out and so on.In order to fulfill these tasks,the staff must have a neat and smart appearance,good manners,adaptability,a knowledge of languages and a head for figures.The most important of all the qualities is a real liking for people and a warm desire to help th
35、em.,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Part Four Exercises,Fill in the blanks according to the context.,A:a reservationist B:a clientA:Reservations!Can I(1)?B:Yes,Id like to book a room for my friend,Gary Smith.A:What kind of room(2)?B:A double room with bath.(3)is it?A:Its 180 yuan.(4)will he be staying
36、?B:Ten days.A:When will he(5)?B:On the 18th.A:Would you like(6)?B:No,thanks.A:A(7)room with(8)without breakfast from the 18th and for ten days.B:Thats right,thank you.A:Thank you.Goodbye.,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,help you,_,would you like,_,How much,_,How long,_,arrive,_,breakfast,_,double,_,ba
37、th,_,Part Four Exercises,Read the following passage and decide whether they are true(T)or false(F).,The aim of the hotel is to create a home away from home for all the traveling guests who need rest,food and drink.The hotel should always satisfy its guests.The more the guests satisfy,the more succes
38、sful the hotel will be.,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Part Four Exercises,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,The front office of a hotel is not only its shop window,but also its nerve center.It is usually located near the main entrance to the hall.So the front office staff must have neat and smart appear
39、ances,good manners,a knowledge of languages and a head of figures.The Front Office staffs efficiency and personality are of great importance to the realization of the hotels aim.The most important of all the qualities is a real liking for people and a warm desire to help them.When an overbooking occ
40、urs,the front office staff should find a room in another establishment for the guest.,Part Four Exercises,(1)A hotel that satisfies its guests is likely to be successful.(2)The Front Office is usually located near the main entrance to the hall.(3)When an overbooking occurs,the hotel does not need to
41、 find a room in another establishment for the guest.(4)Telephone service is free in all hotels.(5)For many guests the Front Office employees represent the hotel because they are the only members of the staff with whom the guests have contact with.,T,（）,T,（）,F,（）,F,（）,F,（）,SEC 2,SEC 3,SEC 4,SEC 5,SEC
42、 1,Part Four Exercises,Role Play.Its 10:00 in the morning.Edward Smith is in Room 303 and wants to check out.When he sees the bill,he refuses to pay,for its far too much.So the cashier have to get the manager.,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Part Four Exercises,Translation,每个房间都带有浴室、电话和空调。(2)这是你们房间的钥匙
43、，你们的房间在305，服务员会把你们带到你 们的房间的。(3)这个酒店是仿古建筑，并且里面配备了中国传统特色家具。,Every room is equipped with a bath,a te1ephone and an air-conditioner.,_,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Here are the keys to your room,your room number is 305.The bellman wi1l take you to your room.,_,The hotel is an inlitatiot1 of ancient arc
44、hitecture,and it is equipped with the Chinese traditional furniture.,_,Part Four Exercises,(4)各位，请注意：我们明天早上七点半准备办理离店手续，请大家在 早餐之前将行李都准备好并放在门外。(5)王太太，您的房间不仅通风好，而且看得到整个湖面的风景。(6)请问是在这里结账吗？,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Attention please.We will check out at 7:30 tomorrow morning.Please get your checked l
45、uggage ready and put them outside the door before having breakfast.,_,Mrs.Wang,your room is not only airy,but also commanding the view of the whole lake.,_,Excuse me,is there where I can pay my hotel bills?,_,Part Five Social Etiquette,Apparently the commendation is to praise a persons superior qual
46、ity,the outstanding ability,the splendid work,the appearance,the clothing and personal adornments as well as good personal qualities.In fact,it is an important meaning to preserve and promote the interpersonal relationships.The people have a kind of mental disposition to listen to the praise words m
47、ore or less.Appropriate praise will win the goodwill of the other side,carry on the human relations activity smoothly,will make the interpersonal relationships harmonious.,Etiquette of compliment,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,Transaction,Part Five Social Etiquette,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,There
48、 are many big differences between function,way,object and restriction factor and so on.Compared with Chinese,the western people pay more attention to the praising,and are willing to listen to other peoples compliment,but also glad to praise others.The following expressions can do the job while prese
49、nting compliments to the others:1.Youlookgreattoday.2.Youdidagoodjob.3.Weresoproudofyou.4.Imverypleasedwithyourwork.5.Thisisreallyaniceplace.,Transaction,Part Five Social Etiquette,SEC 2,SEC 3,SEC 4,SEC 5,SEC 1,6.Yourelookingsharp!7.Youalwaysknowtherightthingtosay.8.Youreveryeloquent.Nicegoing!10.Ev
50、erythingtastesgreat.11.Yourson/daughterissocute.12.Youreveryprofessional.13.Youvegotagreatpersonality.14.Youresosmart.15.Youhaveagoodsenseofhumor.16.Youhaveagoodtaste.17.YourChineseisreallysurprising.18.Youhaveaverysuccessfulbusiness.,Transaction,Notes,表面上看，称赞是对一个人的优秀品质、杰出的能力、出色的工作、仪表、衣饰以及个人良好素质或美好器
