《飯店

英語》HotelEnglishHotelEnglish模塊一ConciergeService

禮賓服務教學目標知識目標:了解迎客送客的方式技能目標:掌握為客人運送行李服務及引領服務情感目標:體會飯店實際服務工作的重要性熱愛自己的職業

教學重點1.掌握禮賓服務的內容及英文詞匯2.掌握迎送客人的常用表達及句型

教學難點能夠用英語進行禮賓服務和介紹飯店設施ConciergeService禮賓服務MainPoints（知識要點）※Thewaytowelcomeandbidfarewelltoguests

迎客和送客方式※Serviceofdeliveringluggageforguests

為客人運送行李服務※Showinggueststorooms

引領服務※Introducingfacilitiesandservicesavailableinthehotel

介紹酒店設施和服務doorman['d?:m?n]n.看門的人suitcase['sju:tkeis]n.手提箱elevator['eliveit?]n.電梯corridor['k?rid?:]n.走廊carpet['kɑ:pit]n.地毯rack[r?k]n.行李架switch[swit?]n.開關ceiling['si:li?]n.天花板lamp[l?mp]n.臺燈wardrobe['w?:dr?ub]n.衣柜hanger['h???]n.掛laundry['l?:ndri]n.洗衣店，要洗的衣服instruction[in'str?k??n]n.使用說明

KeyWords（重點詞匯）Ⅰ.Greetingguests1)WelcometoFriendshipHotel.2)Doyouhaveanyluggage?3)I’lltakecareofyoursuitcases,4)Thisway,please.Thereceptiondeskisrightahead/overthere.HelpingguestswiththeirluggageandshowingthewaShallIhelpyouwithyourluggageHowmanypiecesofluggagehaveyougot/doyouhave？Thisway,please.Weneedtotaketheelevatortogotothe3rdfloor.

UsefulExpressions（實用表達）UsefulExpressions

（實用表達）

Introducingtheroomfacilitiesandthehotelservice

1)Pleaseallowmetoshowyoutheroom,sir.2)Hereisthelightswitch,andthisistheremotecontrolforTV/air-conditioning.3)Thisisthebrochureaboutourhotelservices4)Doyouwantmetodemonstratethewayofusingit,sir?Biddingfarewell

1)ShallIarrangeataxiforyou,sir?2)Hereisyourtaxi,pleasegetin.3)Haveanicetrip.CheckoutII.Lead-inActivitiesCanyougivetheanswerstothem?Willyoubearepeatguestofahotelwhosefrontcashierhasservedyouinarudemannerthistime?2.Whatisnecessarywhentheguestscometosettletheirbills?3.Aftertheguestcheckedout,whatshouldthefrontcashierdo?Doyouthinkarudecashierwillaffectyourmood?Ifyoumeetsuchacashier,willyoucomplaintohis/herboss?5.Whatwillyoudoifyoufindyouhavelostanecklaceinthehotel?

ClassactivityteamworkCheckoutIII.TopicextensionDoormanServiceG---GuestD---Doorman(A)Welcomingaguest(Acarstopsinfrontofthehotelandadoormanstepsforwardandopensthedoorofthecarfortheguest)D:

Goodafternoon,sir,WelcometoFriendshipHotel.G:

Goodafternoon.Thankyou.D:Doyouhaveanyluggage?G:Oh,yes,inthetrunk.Twosuitcase.DialogueD:Comein,please.Ourbellboywillhelpyoutakethemintoyourroom,sir.G:

Thankyou,youaresofriendly..D:Mypleasure,sir.Thereceptiondeskisrightahead.(B)Seeingaguestoff(Aladycomesoutofthehotelwithababyinherarms,shestopsatthedoor)D:Goodmorning,madam.MayIhelpyou?III.TopicExtensionIII.TopicExtensionG:Yes,Iamgoingtothedowntownareawithmylittledaughter,canyouhelpusfindataxi?D:Noproblem,madam.Justaminute.(Amomentlater)D:Hello,madam.Hereisthecar,pleasemindyourbaby’shead.G:

Thankyou.Iamsogladyoucanhelpus.Seeyou..D:Seeyou,madam.Nicetrip.III.TopicExtensionCheckoutIV.OralTime

SituationA:

Mrs.Greenhasstayedinthehotelforthreedays,andthisafternoonshechecksout.ActitoutSituationB:

Guest:youarecheckingoutintheafternoon.Youwanttopayyourbillwithyourpersonalcheckbutareinformedthatpersonalcheckisnotacceptable.SoyoudecidetopayUSdollarsincash.ActitoutCashier:Yougetnecessaryinformation,andtellhimthatthehotel’spolicyisthatpersonalcheckisnotacceptable.Meanwhileyoutelltheguestthathandlingchargeswillbelevied.I.Choosethepropersentencesforthegivensituation.1服務員主動提供服務時說_2猶豫不決時，你會說_3贊同對方時說__4服務員詢問你用餐時間時說__5感覺對方的提議妙極了__6不知對方有何事找你時___7感謝對方的善意幫助時說__8表示十分惋惜時，你會說__a.It’sverykindofyou.b.That’saterrificideac.Whenshallweexpectyou?d.Whatapity!e.Itsoundsgood.f.Letmesee…g.Whatisitgoingtobe?h.Hello.CheckupI.Choosethepropersentencesforthegivensituation.1服務員主動提供服務時說

h

2猶豫不決時，你會說f3贊同對方時，

e

4服務員詢問你用餐時間時說c5感覺對方的提議妙極了

b

6不知對方有何事找你時_g__7感謝對方的善意幫助時說

a8表示十分惋惜時，你會說da.It’sverykindofyou.b.That’saterrificideac.Whenshallweexpectyou?d.Whatapity!e.Itsoundsgood.f.Letmesee…g.Whatisitgoingtobe?h.Hello.II.Translatethefollowingsentences:需要我為您叫輛出租車嗎？前臺就在您的前面。您一共有幾件行李？一位抱小孩的女士從酒店里走出來。您可以通過旋轉按鈕來調節燈光的亮度。CheckupTranslation1.CanIhaveataxiforyou?2.Thereceptiondeskisrightahead.3.Howmanypiecesofluggagehaveyougot?4.Aladycomesoutofthehotelwithababyinherarms.5.Youcanvarythebrightnessofthelightsbyturningit.CheckoutV.EnglisharoundYouAstory?Myheartislikeasinging