1、Chapter FourEnglish at the HotelContentsCheck-in and CheckoutHousekeeping ServiceFood and Beverage（next chapter）Exchange of Foreign CurrencyConvention and Exhibition Service Section 1 Section 2 Section 3 Section 4 Section 5Section 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客人学会英文欢迎
2、词的规范写作学会英语众欢迎客人的礼仪Study ObjectivesSection 1 Part Two Situational Dialogue Part Three Writing-skill Part Four Exercises Part Five Social Etiquette Part One Background MaterialPart One Background Material Question:How to help the tourists with check-in and check-out formalities?Tips for reference If y
3、ou are a tour guide who is helping your tourists to pass through checking-in or checking out formalities at hotel,here are the guidelines for you:SEC 2SEC 3SEC 4SEC 5SEC 11.Help the tourists check in and introduce them to the locations of the main facilities of the hotel 2.Help the tour leader put t
4、he room numbers on the luggage and have the luggage sent to the rooms as soon as possible.3.If the tourists have some problems,inform the floor attendant immediately and actively assist him in solving the problem.Part One Background MaterialSEC 2SEC 3SEC 4SEC 5SEC 14.Te1l the chef or the waiters of
5、the restaurant how many people are in the group,who will be having the meal and any special requirements.5.Make the tourists aware of the need to settle their bills.6.Remind the tourists to have their passports,plane(or train)tickets and customs declaration forms put in their carry-on luggage and ha
6、ve a check.7.Tell the tourists when and where to collect the luggage,and check the number of pieces of luggage.Part Two Situational DialogueA: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 roo
7、ms1,please.A:Have you made a reservation?B:Yes.We have booked them for our tour group from the United States.I 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
8、 Friday for the tour group from the United States?A:All right.Let me check again.Ah,yes,two suites and ten single rooms from China International Travel Service.SEC 2SEC 3SEC 4SEC 5SEC 1Dialogue OnePart Two Situational DialogueC:Is there a bath in the rooms?I feel like taking a bath right now.A:Yes,e
9、very room is equipped with2 a bath,a telephone and an air-conditioner.C:Thats good!A:Can I see your passports,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:
10、Of course.Here are the keys to your rooms.Your rooms are on the third floor.The bellboy wil1 take you to your rooms.D:Thanks!SEC 2SEC 3SEC 4SEC 5SEC 1Part Two Situational DialogueSEC 2SEC 3SEC 4SEC 5SEC 1B:I guess you must be tired after a long trip.If theres nothing else you want,I will be leaving.
11、I will meet you at the lobby on the ground floor at seven oclock tomorrow morning for your 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
12、Two situational DialogueVocabularySEC 2SEC 3SEC 4SEC 5SEC 1reservation ,rezvein n.(旅馆房间、剧院座位等的)预定receptionist risepnist n.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 返回Notes1 I
13、d 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 2SEC 3SEC 4SEC 5SEC 13 fill in填写 He was filling in the application form他正在填写登记表。4 I dont think t
14、here 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 Two Situational DialogueA: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 yo
15、u for being so punctual.1 The bellboy2 will take your luggage to the bus.Ten 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 m
16、orning.Is this schedule all right?Dialogue TwoSEC 2SEC 3SEC 4SEC 5SEC 1Part Two Situational DialogueB: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 wi
17、th me to the front desk to check out?A:Sure.(At the front desk)C:Good morning,sir.Do you want to check out3?B:Yes,our rooms are 501,502,503,504,and my name is John Smith.SEC 2SEC 3SEC 4SEC 5SEC 1Part Two Situational DialogueC:Here is your bi1l.Two nights at 300 yuan each and here are the meals that
18、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.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 2SEC 3SEC 4SEC 5SEC 1Part Two Situational
19、 DialogueSEC 2SEC 3SEC 4SEC 5SEC 1Vocabularyreceipt 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返回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
20、他忙于新大楼的设计。2Thank you for being so punctual 句中的“thank 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 2SEC 3SEC 4SEC 5SEC 1Notes返回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“
21、你要怎样付账?”6.We look forward to seeing you again 与客人告别时的祝福语，意思是“希望下次再见到你们”。SEC 2SEC 3SEC 4SEC 5SEC 1Part Two Situational Dialogue1.I m from China International Travel Service.我是中国国际旅行社的工作人员。2.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
22、间单人房。3.We have to start early tomorrow morning 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 ExpressionsFor a tour guid
23、eSEC 2SEC 3SEC 4SEC 5SEC 1Part Two Situational Dialogue6.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 goin
24、g to check out this morning.Is 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 ExpressionsSEC 2SEC 3SEC 4SEC 5SEC 1Part Two Situational Dialogue1.I reserve a standard suite th
25、ree weeks ago.Im 我是，我在三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。Use
26、ful Expressions For a touristSEC 2SEC 3SEC 4SEC 5SEC 1Part Two Situational Dialogue6.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
27、if there isnt any room then?倘若到时候没有空房怎么办？Useful ExpressionsSEC 2SEC 3SEC 4SEC 5SEC 1Notes返回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
28、SEC 2SEC 3SEC 4SEC 5SEC 1Part Four Exercises4.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 2SEC 3SEC 4SEC 5SEC 1Part Four Exercises5.Translation(1)每个房间都带有浴
29、室、电话和空调。(2)这是你们房间的钥匙，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 2SEC 3SEC 4SEC 5SEC 1Here 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 a
30、ncient architecture,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 2SEC 3SEC 4SEC 5SEC 1Attention please.We will check out at 7:30 tomorrow morning.Please get your checked
31、luggage 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 quality,t
32、he 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 more o
33、r 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 2SEC 3SEC 4SEC 5SEC 1TransactionPart Five Social EtiquetteSEC 2SEC 3SEC 4SEC 5SEC 1 There are many big dif
34、ferences 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 presenting compliments
35、 to the others:1.You look great today.2.You did a good job.3.Were so proud of you.4.Im very pleased with your work.5.This is really a nice place.TransactionPart Five Social EtiquetteSEC 2SEC 3SEC 4SEC 5SEC 16.Youre looking sharp!7.You always know the right thing to say.8.Youre very eloquent.9.Nice g
36、oing!10.Everything tastes great.11.Your son/daughter is so cute.12.Youre very professional.13.Youve got a great personality.14.Youre so smart.15.You have a good sense of humor.16.You have a good taste.17.Your Chinese is really surprising.18.You have a very successful business.TransactionSection 2练习用
37、英语向客人介绍客房的设施设备以及练习用英语向客人介绍客房的设施设备以及 如何使用如何使用熟练掌握与本话题相关的专业英语词汇及常用句型表达。熟练掌握与本话题相关的专业英语词汇及常用句型表达。学会用英语与客人有效沟通，让客人在住店期间住得舒学会用英语与客人有效沟通，让客人在住店期间住得舒 适、愉快适、愉快学会英文填写客房预订单和预订确认书学会英文填写客房预订单和预订确认书学习英语中接受和拒绝邀请的规范学习英语中接受和拒绝邀请的规范Study ObjectivesSection 2 Part Two Situational Dialogue Part Three Writing-skill Part
38、 Four Exercises Part Five Social Etiquette Part One Background MaterialPart One Background MaterialQuestion:Why the Housekeeping Department is so important?The Housekeeping Department is the backbone of a hotel.In a sense,it is possible to say that a clean and attractive guest room is one of the pro
39、ducts that the hotel sells.The main duty of the Housekeeping Department staff is to see to the cleanliness and good order of all rooms and public areas in the hotel.The laundry and valet service and many personal services are also parts of their jobs.And they must coordinate the work closely with th
40、e Front Office.SEC 2SEC 3SEC 4SEC 5SEC 1Tips for referencePart One Background Material It should be noted that the most important characteristic in the Housekeeping staff is the willingness to serve and please the guests.The Housekeeping staff,such as chamber maids,housemen,linen-room attendants,sup
41、ervisors and housekeepers,can do a great deal to assure a high business repeat rate and a high occupancy rate,not only through the efficiency in their jobs but also through their heart-felt warmth in serving the guests.SEC 2SEC 3SEC 4SEC 5SEC 1Part Two Situational DialogueA:Mr.Black B:Mrs.Black C:a
42、floor attendant C:(Graciously)Mr.and Mrs.Black,here is the light switch,the temperature adjuster,the wardrobe and the mini-bar.Heres our hotels Service Information Booklet.It gives you an idea about our services and faci1ities.B:Wonderful!Thank you.C:The pane1 on the night stand controls the differe
43、nt devices in the room.That door leads to the bathroom,and theres a laundry bag in the wardrobe1.The hot water supply is round the clock.2 And therere two sockets in the bathroom,for ll0V and 220V respectively.The voltage here is much higher than that in the States.SEC 2SEC 3SEC 4SEC 5SEC 1Dialogue
44、OnePart Two Situational DialogueSEC 2SEC 3SEC 4SEC 5SEC 1A:C:B:C:A:C:Oh,I can use my electric shaver.And l feel like taking a bath to freshen up after the transocean flight3.Is there anything I can do before I leave the room?Youve made us feel very welcome.By the way,is the tap water drinkable?Oh,Mr
45、.and Mrs.Black please dont drink the tap water.There is boiled drinking in the thermos bottle and cold drinking water in the carafe.If you need anything,please dial 8 or press the button over there.Thank you very much.Youre always welcome.I hope you will enjoy your stay with us.Part Two situational
46、DialogueSEC 2SEC 3SEC 4SEC 5SEC 1Vocabulary(1)precede pri(:)si:d vt.(时间,位置,次序)在.之先,领先于shortly :tli adv.立刻,马上,不久amenity mi:niti n.使人愉快的环境,事物adjuster dst(r)n.调节器gracious greis adj.亲切的,客气的switch swit n.开关,电闸返回Notes1.wardrobe 衣橱，衣柜 2The hot water supply is round the clock 我们全天供应热水。round the clock”意为“一整天
47、”。3feel like doing sth意思是“想要做什么”，后跟名词或动名词。I feel like swimming now我想现在去游泳。I feel like a walk我想去散步。I feel like having a rest after walking so long 走了这么长时间，我想休息一会。I feel like taking a bath to freshen up after the transoceanic flight 跨海飞行后我想洗个澡舒服一下 freshen up:to feel more comfortable and attractive by
48、washing （盥洗之后）觉得舒畅。Let me just go and freshen(myself)up.我去梳洗一下！SEC 2SEC 3SEC 4SEC 5SEC 1Part Two Situational DialogueA:Mrs.Black B:a maidB:Turn-down service.1 May l come in?A:Yes,please.B:Good evening,madam and sir.May I do the turn-down service for you now?A:Oh,not now.We are expecting some friends
49、.Would you do it later?B:Of course,madam,but it is nine oclock now,and l go off at ten oclock.Would it be convenient if I return at nine thirty?A:I dont think so.Perhaps our friends wil1 stay here for some time.We havent met for a long time.Well have a lot to talk about.Could you arrange someone to
50、come and do the turn-down at about eleven oclock?Dialogue TwoSEC 2SEC 3SEC 4SEC 5SEC 1Part Two Situational DialogueIts all right.You just put a Do not disturb sign2 on the doorknob.When your friends leave,you just turn the sign over to Please clean,and the one on the night shift will come and do the
