1、Courtesy EnglishChapter 1Objectives To help the students master useful expressions and sentences about courtesy English.To help the students familiar with the departments and positions of hotel.To help the students make similar dialogues about courtesy English.01020304DepartmentsPositionsDialogues U
2、seful ExpressionsCONTENTS The Front Desk is known as the general service counter or called the reception desk and responsible for selling hotel product and service,organizing reception and business scheduling,which is a comprehensive service department.The Housekeeping Department is the performing o
3、f necessary housework,including making or changing beds,dusting furniture,sweeping or cleaning floors and carpets,washing bathrooms,replacing towels and washcloths,and supplying the rooms with the necessary items,etc.The Food and Beverage Department is usually equipped with proper size of small hall
4、,Chinese and western restaurants,coffee shops and bars,is one of the most important department in hotel and provide breakfast,lunch and dinner for guests.The Maintenance Department maintains the propertys structure and grounds as well as electrical and mechanical equipment.The Security Department is
5、 responsible for the regular operation of the hotel and the safety of the hotel staff and guests and their properties.The Recreation Department is a general department to satisfy the guests needs of recreation and fitness,which has swimming pools,gym,ballroom,night club,spa,etc.receptionist waiter r
6、oom attendant cook bellboy security guard DialoguesKey sentencesGood afternoon.Long Ding Hotel May I help you?Good afternoon,Madam.Welcome to our hotel.Wait a moment,please,madam.Ill put you through.Room reservation.May I help you?For how many people?For which date,please?Could you please hole the l
7、ine?Ill check our room availability for those days.May I have your name and telephone number,sir?Could you give me your passport and fill in this form?Good afternoon,sir.Welcome to our hotel.Ill show you to your room.You have one luggage,right?This is your room,sir.May I have your key?Here is your r
8、oom card and breakfast coupon.Is there anything breakable or valuable in your bag?May I put your luggage here?Thank you.We look forward to your coming.You are welcome.I hope you enjoy your stay with us.If you need any help,please call up front desk.The extension number for front desk is 8.Pre-questi
9、ons:1.Do you know which department in hotel is responsible for help guest book a room?2.Do you know who in hotel is responsible for handling luggage for guests?3.What should the hotel staff say to guests when they help guest check-in?Operator:Good afternoon.Long Ding Hotel May I help you?Guest:Good
10、afternoon.Id like to reserve a room in your hotel.Operator:Wait a moment,please,madam.Ill put you through.Guest:Okay,thank you.Receptionist:Room reservation.May I help you?Guest:Yes,I want to book a single room in your hotel.Receptionist:For which date,please?Guest:From April 1st to 3rd.Receptionist
11、:For how many people?For which date,please?Guest:Just me.Receptionist:Could you please hold the line?Ill check our room availability for those days Thank you for your waiting.We have a single room and it is 300yuan per night.Guest:Well,I ll take it.Receptionist:May I have your name and telephone num
12、ber,sir?Guest:Yes,its John Smith.Then number is 06-342-3344Receptionist:Okay,Mr.Smith.You have booked a single room form April 1st to 3rd.Is that right?Guest:Thats right.Receptionist:Thank you.We look forward to your coming.Receptionist:Good afternoon,Madam.Welcome to our hotel.Guest:Good afternoon.
13、I have book a family suite in your hotel.Receptionist:Okay,madam.Whats your name,please?Guest:Its Mrs.Black.Receptionist:Let me check.Oh,its here.Your room number is 321.Here is your room card and breakfast coupon.Guest:Thank you.Receptionist:Could you give me your passport and fill in this form?Gue
14、st:OkHere you are.Receptionist:Okay,let me check,your passport number,signature.Its right.The bellman will take your luggage and show you to your room.Guest:Thank you.Receptionist:You are welcome.I hope you enjoy your stay with us.Bellman:Good afternoon,sir.Welcome to our hotel.Ill show you to your
15、room.You have one luggage,right?Guest:Yes,thats right.Bellman:Is there anything breakable or valuable in your bag?Guest:No,just some clothes.Bellman:Okay.This way,please.Bellman:This is your room,sir.May I have your key?Guest:Okay,here you are.Bellman:After you,sir.May I put your luggage here?Guest:
16、Of course.Bellman:If you need any help,please call up front desk.The extension number for front desk is 8.Guest:Okay.Thank you for your information.Useful Expressions Welcome and greetingWelcome and greetingGood morning/noon/afternoon/evening，Sir/Madam!May/Can I help you?早上好/中午好/下午好/晚上好,请问我能为您服务吗？Ho
17、w do you do?(-How do you do?)您好！Nice/Glad to meet（see）you!很高兴见到您 Its nice to meet you again,Mr.*.太好了，*先生,再次见到您。Welcome to our hotel!欢迎光临我们酒店Have a good time!祝您在酒店过得愉快We wish you a pleasant stay in our hotel.愿您在我们饭店过得愉快！Have a good rest.祝您休息好！Thank you for staying in our hotel.感谢您在我们饭店下榻。Please enjoy
18、 your stay祝您住宿愉快。We wish you a pleasant stay in our hotel.愿您在我们饭店过得愉快！Useful Expressions Telephone EtiquetteTelephone EtiquetteWait a moment，please.对不起，请稍等。Sorry，he is not in at the moment.对不起，他暂时不在。I beg your pardon？对不起（我听不大清楚）。Could you speak a little slower，please？请稍微讲慢一点。Ill switch you to Room 1
19、120.我马上给您接1120房间。Who is speaking/that,please?请问您是哪位？（电话用语）Useful Expressions CongratulationCongratulationCongratulations!祝贺您！Happy birthday!生日快乐！Happy New Year!新年快乐！Merry Christmas!圣诞快乐！Have a nice holiday!节日快乐！Wish you every success!祝您成功！Useful Expressions AppreciationAppreciationThank you!！谢谢 It i
20、s very kind of you!It doesnt matter.谢谢，您真客气！You are welcome!/Not at all.不用谢！It is my pleasure!非常高兴为您服务！I am at your service!我随时愿为您服务！That is all right.没关系。Useful Expressions GuideGuideThis way，please.这边请Go ahead,and turn left/right 向前走，然后往左/右边拐It is on the second floor 在二楼It is next to 它紧靠着It is opp
21、osite the 它在对面I will take you there.我带您去Useful Expressions GuideGuideThis way，please.这边请Go ahead,and turn left/right 向前走，然后往左/右边拐It is on the second floor 在二楼It is next to 它紧靠着It is opposite the 它在对面I will take you there.我带您去Useful Expressions Go upstairs/downstairs to the third floor请上楼，走到三楼You fir
22、st，please 您先，请I will take you there.我带您去Take the lift to the third floor.乘电梯到三楼。Useful Expressions Apology Apology Im awfully/very sorry，sir非常对不起，先生。Sorry to keep you waiting.对不起，让您久等了。Im awfully/very sorry for my carelessness.对于我的粗心大意我非常抱歉。I am very sorry for the inconvenience.很抱歉造成您的不便。I would lik
23、e to apologize for the mistake.为这个错误我深致歉意。I m terribly sorry.It s my fault.Sorry to interrupt you.对不起，打扰了。Useful Expressions Goodbye Goodbye Goodbye/See you later 再见Good night/dream.晚安Thank you for staying in our hotel.感谢您在我们饭店下榻。Have a good/nice trip./time./Wish you a pleasant journey 旅途愉快Goodbye a
24、nd thanks for coming.再见，多谢光临Goodbye and hope to see you again再见，欢迎下次光临Assignment Write down and remember the words and expressions about courtesy English.Write down and remember the departments and positions of hotel.If you are receptionist how to receive guests who want to check in,make a dialogue based on it.Thank you
