旅游英语课件4市公开课一等奖百校联赛特等奖课件.pptx

ChapterFourChapterFourEnglishattheHotelEnglishattheHotel大连理工大学电子音像出版社第1页ContentsCheck-inandCheckoutHousekeepingServiceFoodandBeverageExchangeofForeignCurrencyConventionandExhibitionS第2页Section1学会用英语与客人有效沟通，证实客人身份及问询相关旅途事宜熟练掌握与本话题相关专业英语词汇及惯用句型表示练习用英语迎接客人学会英文欢迎词规范写作学会英语众欢迎客人礼仪StudyO第3页Section1PartTwoSituationalDialoguePartThreeWriting-skillPartFourExercisesPartFiveSocialEtiquettePartOneBackgroundM第4页PartOneBackgroundMaterialQuestion:Howtohelpthetouristswithcheck-inandcheck-outformalities?TipsforreferenceIf you 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:SEC2SEC3SEC4SEC5SEC11.Helpthetouristscheckinandintroducethemtothelocationsofthemainfacilitiesofthehotel2.Helpthetourleaderputtheroomnumbersontheluggageand3.havetheluggagesenttotheroomsassoonaspossible.3.Ifthetouristshavesomeproblems,第5页PartOneBackgroundMaterialSEC2SEC3SEC4SEC5SEC14.Te1lthecheforthewaitersoftherestauranthowmanypeopleareinthegroup,whowillbehavingthemealandanyspecialrequirements.5.Makethetouristsawareoftheneedtosettletheirbills.6.Remindthetouriststohavetheirpassports,plane(ortrain)tickets7.andcustomsdeclarationformsputintheircarry-onluggageand8.haveacheck.7.Tellthetouristswhenandwheretocollecttheluggage,第6页PartTwoSituationalDialogueA:a receptionist B:a tour guide C:a tourist D:a tour leader A:Goodafternoon!Welcometoourhotel.B:Goodafternoon!Idliketohavetwosuitesandtensinglerooms1,please.A:Haveyoumadeareservation?B:Yes.WehavebookedthemforourtourgroupfromtheUnitedStates.ImWangHai.ImfromChinaInternationalTravelService.A:Oh,I,msorry.Thereisnoreservationfromyourservice.B:Imsurewehavemadeareservation.CouldyoucheckagainareservationforFridayforthetourgroupfromtheUnitedStates?A:Allright.Letmecheckagain.Ah,yes,twosuitesandtensingleroomsfromChinaInternationalTravelService.SEC2SEC3SEC4SEC5SEC1DialogueO第7页PartTwoSituationalDialogueC:Isthereabathintherooms?Ifeelliketakingabathrightnow.A:Yes,everyroomisequippedwith2abath,atelephoneandanair-conditioner.C:Thatsgood!A:CanIseeyourpassports,please?D:Yes,theseareourpassports.A:Thankyou.Hereareyourpassports.Pleasefillin3theseregistrationforms.D:Theregistrationformsarefinished.Shallwehaveourkeystotherooms?A:Ofcourse.Herearethekeystoyourrooms.Yourroomsareonthethirdfloor.Thebellboywil1takeyoutoyourrooms.D:Thanks!SEC2SEC3SEC4SEC5SEC第8页PartTwoSituationalDialogueSEC2SEC3SEC4SEC5SEC1B:Iguessyoumustbetiredafteralongtrip.Iftheresnothingelseyouwant,Iwillbeleaving.Iwillmeetyouatthelobbyonthegroundflooratsevenoclocktomorrowmorningforyourbreakfast.Youcantakeagoodresttonight.D:Idontthinkthereisanythingelse.4Youhavebeenveryconsiderate.Thankyouverymuch.B:Youarewelcome.Enjoyyourstay.Seeyoutomorrow.D:S第9页PartTwosituationalDialogueVocabularySEC2SEC3SEC4SEC5SEC1reservation,rezveinn.(旅馆房间、剧院座位等)预定receptionistrisepnistn.接待员suiteswi:tn.(房间、器具等)一套,一付,一组passportp:sp:tn.护照;通行证;执照bellboybelbin.（旅馆、俱乐部等）行李服务员；侍者registration,redistreinn.登记;登记证;登记人员数目;注册lobbylbin.（剧院、旅馆等）门廊、门厅第10页PartTwoSituationalDialogueA:a tour guide B:a tour leader C:a clerkA:Goodmorningeveryone!Wearegoingtocheckoutthismorning.Iseverybodyhere?B:Yes.A:Iseverybodysluggageready?B:Yes,everythingisallright.A:Thankyouforbeingsopunctual.1Thebellboy2willtakeyourluggagetothebus.Tenminuteslater,pleasemeetatthedining-hall.Breakfastistobeservedat7:40.Afteryouhaveyourbreakfast,pleasemeetonthebus.Wewil1setofftotheairportat8:30.Thedeparturetimeoftheflightis10oclockthismorning.Isthisscheduleallright?DialogueTwoSEC2SEC3SEC4SEC5SEC第12页PartTwoSituationalDialogueB:Yes,thankyou.A:Wouldyoupleasecomewithmetochecktheluggage?B:Yes,ofcourse.A:Therearealtogetherl6piecesofluggage.B:Yes.Thatisl6.A:Aretheyalllocked?B:Yes,theyare.Now,canyougowithmetothefrontdesktocheckout?A:Sure.(Atthefrontdesk)C:Goodmorning,sir.Doyouwanttocheckout3?B:Yes,ourroomsare501,502,503,504,andmynameisJohnSmith.SEC2SEC3SEC4SEC5SEC第13页PartTwoSituationalDialogueC:Hereisyourbi1l.Twonightsat300yuaneachandherearethemealsthatyouhadatthehotelincludingthebreakfastthismorning.Thatmakestotalof4,500yuan.Isthatright?B:Yes,Ithinkso.C:Howwouldyouliketopay?4B:Idliketopayincash.C:Hereisyourreceipt.Welookforwardtoseeingyouagain.5B:Thankyou.Good-bye.SEC2SEC3SEC4SEC5SEC第14页PartTwoSituationalDialogueSEC2SEC3SEC4SEC5SEC1Vocabularyreceiptrisi:tn.收条,收据punctualpktjuladj.按时,严守时间,按期departuredip:tn.起程;(火车)发车;(飞机)起飞scheduleskedjuln.时间表,课程表,日程表;火车时刻表totaltutladj.总,总括,全体,全方面发动第15页PartTwoSituationalDialogue1.ImfromChinaInternationalTravelService.我是中国国际旅行社工作人员。2.Wehavebookedtwosuitesandtensingleroomsforourtourgroup3.fromtheUnitedStates.我们已经为我们美国旅游团预订了两件套房和十间单人房。3.Wehavetostartearlytomorrowmorningbecauseofthebusyschedule,Imafraid.因为行程比较担心，所以明天早晨我们要早点出发。4.Wedliketorequireamorningcallat7:00tomorrow.我们需要七点钟叫早服务。5.Thebreakfastisavailablefrom6:30atthebuffetatthesecondfloor.早晨六点半在二楼自助餐厅提供早餐。UsefulExpressionsForatourguideSEC2SEC3SEC4SEC5SEC第18页PartTwoSituationalDialogue6.Iguessyoumustbetiredafteralongtrip.Iftheresnothingelseyouwant,Iwillbeleaving.经过长途旅行大家必定都已经有点劳累，假如没有别事情，我就先回去了。7.Iwillmeetyouatthelobbyonthegroundfloorateightoclocktomorrowmorning.明天早晨八点钟我在一楼大厅等你们。8.Wearegoingtocheckoutthismorning.Iseverybodyhere?今天早晨我们要结账离店，人都到齐了吗？9.Wouldyoupleasecomewithmetochecktheluggage?我们一起来检验一下行李吧！10.Canyougowithmetothefrontdesktocheckout?你能和我一起到前台结账吗？UsefulExpressionsSEC2SEC3SEC4SEC5SEC第19页PartTwoSituationalDialogue1.Ireserveastandardsuitethreeweeksago.Im我是，我在三周前预定了一间标准套。2IvejustarrivedfromHongKong.Couldyouletmehavearoomfortonight?我刚从香港来，想知道现在有没有空房？3Illtakecareoftheregistrationform.我来填写入住记录表。4IshouldsayIprefertostayhere.我想说我更喜欢住在这家酒店。5.Afriendofminehighlyrecommendedyouhoteltome.我一位朋友向我极力推荐你们饭店。UsefulExpressionsForatouristSEC2SEC3SEC4SEC5SEC第20页PartTwoSituationalDialogue6.CouldIpaywithtravelerschecks?我能用旅行支票付款吗？7IsthiswhereIcanpaymyhotelbills?是在这结账吗？8MyroomnumberisandIdliketocheckoutnow.房间，现在就结帐。9Isthereaspecialrateforagroupreservation?团体预定有优惠吗？10.Whatifthereisntanyroomthen?倘若到时候没有空房怎么办？UsefulExpressionsSEC2SEC3SEC4SEC5SEC第21页PartThreeWriting-skillHowtoFillinaRegistrationFormTipsforreferenceSEC2SEC3SEC4SEC5SEC1Generallyspeaking,aregistrationformforaforeignerclientshouldincludethefollowingitems,suchasnationality,fullname,dateofbirth,sex,passportnumberandtypeofvisa,reasonanddurationforstay,entrytimeandplace,receptionunit;Moreover,italsoshouldcoverthedetailsastotheroomnumber,rate,arrivalanddeparturetime,formofpayment,address,theclientssignature,thereceptionistsignatureandthehotelsduty-第22页PartThreeWriting-skillSample1(1)SEC2SEC3SEC4SEC5SEC1RegistrationFormofTemporaryResidence房号：Room NO.(请用正楷填写 Please use block letters)姓名Surname namev汉字姓名vNameinChinesev国籍、地域或籍贯v/Region性别Sex出生日期Date of birth停留事由Reason for stayv职业/企业名称vProfession/Company国（境）外住址Home address入住日期Date of arrival退房日期Date of departureN第23页PartThreeWriting-skillSample1(2)SEC2SEC3SEC4SEC5SEC1v请注意：vPleasenote：v1.退房时间是中午12时vCheckouttime12：00noonv2.收款处设有无偿宝贵物品保险箱vareavailablenochargeatv3.访客请在晚上11时前离开客房vVisitorsarerequestedtoleaveguestroomsby23:00hrsv4.结账后请交回客房门钥匙vPleasereturnyourroomkeytofrontofficecashiercounteruponcheck-out结算方式Kindly indicate现金Cash旅行社传单Voucher信用卡Credit cardv客人署名vGuestsignature以下由服务员填写 To be filled in by front office clerk护照或证件名称：号码证件种类：证件号码：v签证v使用期：签证签发机关：入境日期：入境口岸：接待单位：日租：房号：v值班职员署名：S第24页PartThreeWriting-skillSample2(1)SEC2SEC3SEC4SEC5SEC1RegistrationFormofTemporaryResidenceforGroup团体名称：（全称）日期 年 月 日 至 月 日Name of group Date Year Mon Day Till Mon Day房号Room No.姓名Name in full性别Sex出生年月日Date of birth职业国籍Nationality护照号码Passport No.P第25页PartThreeWriting-skillSample2(2)SEC2SEC3SEC4SEC5SEC1何处来何处去Where from and to留宿单位：接待单位：注：“团体人员住宿记录表”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。第26页PartThreeWriting-skillPleasefillinaregistrationformathotelonthefollowingbasis:Thenumberofthetouristsis13,thearrival&departuredatesisfromMay24thto28th,thepriceis198RMByuanpernight.Writing PracticeSEC2SEC3SEC4SEC5SEC第28页PartFourExercises1.Readingalouduntilyoucansayitfrommemory,thentranslateitintoChinese.TheFrontOfficestaffseemtodoallthethings-receivereservations,registerguests,assignrooms,distributebaggage,storeguestsvaluables,provideinformation,delivermailsandmessages,exchangeforeigncurrencies,checkroomoccupancies,checkguestsoutandsoon.Inordertofulfillthesetasks,thestaffmusthaveaneatandsmartappearance,goodmanners,adaptability,aknowledgeoflanguagesandaheadforfigures.Themostimportantofallthequalitiesisareallikingforpeopleandawarmdesiretohelpthem.SEC2SEC3SEC4SEC5SEC第29页PartFourExercises2.Fillintheblanksaccordingtothecontext.A:a reservationist B:a clientA:Reservations!CanI(1)?B:Yes,Idliketobookaroomformyfriend,GarySmith.A:Whatkindofroom(2)?B:Adoubleroomwithbath.(3)isit?A:Its180yuan.(4)willhebestaying?B:Tendays.A:Whenwillhe(5)?B:Onthe18th.A:Wouldyoulike(6)?B:No,thanks.A:A(7)roomwith(8)withoutbreakfastfromthe18thandfortendays.B:Thatsright,thankyou.A:Thankyou.Goodbye.SEC2SEC3SEC4SEC5SEC1helpyou_wouldyoulike_Howmuch_Howlong_arrive_breakfast_double_bath_第30页PartFourExercises3.Readthefollowingpassageanddecidewhethertheyaretrue(T)orfalse(F).Theaimofthehotelistocreateahomeawayfromhomeforallthetravelingguestswhoneedrest,foodanddrink.Thehotelshouldalwayssatisfyitsguests.Themoretheguestssatisfy,themoresuccessfulthehotelwillbe.SEC2SEC3SEC4SEC5SEC第31页PartFourExercisesSEC2SEC3SEC4SEC5SEC1Thefrontofficeofahotelisnotonlyitsshopwindow,butalsoitsnervecenter.Itisusuallylocatednearthemainentrancetothehall.Sothefrontofficestaffmusthaveneatandsmartappearances,goodmanners,aknowledgeoflanguagesandaheadoffigures.TheFrontOfficestaffsefficiencyandpersonalityareofgreatimportancetotherealizationofthehotelsaim.Themostimportantofallthequalitiesisareallikingforpeopleandawarmdesiretohelpthem.Whenanoverbookingoccurs,第32页PartFourExercises(1)Ahotelthatsatisfiesitsguestsislikelytobesuccessful.(2)TheFrontOfficeisusuallylocatednearthemainentrancetothehall.(3)Whenanoverbookingoccurs,thehoteldoesnotneedtofindaroominanotherestablishmentfortheguest.(4)Telephoneserviceisfreeinallhotels.(5)FormanygueststheFrontOfficeemployeesrepresentthehotelbecausetheyaretheonlymembersofthestaffwithwhomtheguestshavecontactwith.T（）T（）F（）F（）F（）SEC2SEC3SEC4SEC5SEC第33页PartFourExercises4.RolePlay.Its10:00inthemorning.EdwardSmithisinRoom303andwantstocheckout.Whenheseesthebill,herefusestopay,foritsfartoomuch.Sothecashierhavetogetthemanager.SEC2SEC3SEC4SEC5SEC第34页PartFourExercises5.Translation(1)每个房间都带有浴室、电话和空调。(2)这是你们房间钥匙，你们房间在305，服务员会把你们带到你们房间。(3)这个酒店是仿古建筑，而且里面配置了中国传统特色家俱。Everyroomisequippedwithabath,ate1ephoneandanair-conditioner._SEC2SEC3SEC4SEC5SEC1Herearethekeystoyourroom,yourroomnumberis305.Thebellmanwi1ltakeyoutoyourroom._Thehotelisaninlitatiot1ofancientarchitecture,anditisequippedwiththeChinesetraditionalfurniture._第35页PartFourExercises(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，您房间不但通风好，而且看得到整个湖面风景。(6)请问是在这里结账吗？SEC2SEC3SEC4SEC5SEC1Attentionplease.Wewillcheckoutat7:30tomorrowmorning.Pleasegetyourcheckedluggagereadyandputthemoutsidethedoorbeforehavingbreakfast._Mrs.Wang,yourroomisnotonlyairy,butalsocommandingtheviewofthewholelake._Excuseme,istherewhereIcanpaymyhotelbills?_第36页PartFiveSocialEtiquetteApparentlythecommendationistopraiseapersonssuperiorquality,theoutstandingability,thesplendidwork,theappearance,theclothingandpersonaladornmentsaswellasgoodpersonalqualities.Infact,itisanimportantmeaningtopreserveandpromotetheinterpersonalrelationships.Thepeoplehaveakindofmentaldispositiontolistentothepraisewordsmoreorless.Appropriatepraisewillwinthegoodwilloftheotherside,carryonthehumanrelationsactivitysmoothly,willmaketheinterpersonalrelationshipsharmonious.EtiquetteofcomplimentSEC2SEC3SEC4SEC5SEC1T第37页PartFiveSocialEtiquetteSEC2SEC3SEC4SEC5SEC1Therearemanybigdifferencesbetweenfunction,way,objectandrestrictionfactorandsoon.ComparedwithChinese,thewesternpeoplepaymoreattentiontothepraising,andarewillingtolistentootherpeoplescompliment,butalsogladtopraiseothers.Thefollowingexpressionscandothejobwhilepresentingcomplimentstotheothers:1.Youlookgreattoday.2.Youdidagoodjob.3.Weresoproudofyou.4.Imverypleasedwithyourwork.5.Thisisreallyaniceplace.T第38页PartFiveSocialEtiquetteSEC2SEC3SEC4SEC5SEC16.Yourelookingsharp!7.Youalwaysknowtherightthingtosay.8.Youreveryeloquent.9.Nicegoing!10.10.Everythingtastesgreat.11.Yourson/daughterissocute.12.Youreveryprofessional.13.Youvegotagreatpersonality.14.Youresosmart.15.Youhaveagoodsenseofhumor.16.Youhaveagoodtaste.17.YourChineseisreallysurprising.18.Youhaveaverysuccessfulbusiness.T第39页Section2v练习用英语向客人介绍客房设施设备以及练习用英语向客人介绍客房设施设备以及怎样使用怎样使用v熟练掌握与本话题相关专业英语词汇及惯用句型表示。熟练掌握与本话题相关专业英语词汇及惯用句型表示。v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v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v学习英语中接收和拒绝邀请规范学习英语中接收和拒绝邀请规范StudyO第41页Section2PartTwoSituationalDialoguePartThreeWriting-skillPartFourExercisesPartFiveSocialEtiquettePartOneBackgroundM第42页PartOneBackgroundMaterialQuestion:WhytheHousekeepingDepartmentissoimportant?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 products 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 the Front Office.SEC2SEC3SEC4SEC5SEC1T第43页PartOneBackgroundMaterial 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,supervisors 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.SEC2SEC3SEC4SEC5SEC第44页PartTwoSituationalDialogueA:Mr.Black B:Mrs.Black C:a floor attendant C:(Graciously)Mr.andMrs.Black,hereisthelightswitch,thetemperatureadjuster,thewardrobeandthemini-bar.HeresourhotelsServiceInformationBooklet.Itgivesyouanideaaboutourservicesandfaci1ities.B:Wonderful!Thankyou.C:Thepane1onthenightstandcontrolsthedifferentdevicesintheroom.Thatdoorleadstothebathroom,andtheresalaundrybaginthewardrobe1.Thehotwatersupplyisroundtheclock.2Andthereretwosocketsinthebathroom,forll0Vand220Vrespectively.ThevoltagehereismuchhigherthanthatintheStates.SEC2SEC3SEC4SEC5SEC1DialogueO第45页PartTwoSituationalDialogueSEC2SEC3SEC4SEC5SEC1A:C:B:C:A:C:Oh,Icanusemyelectricshaver.Andlfeelliketakingabathtofreshenupafterthetransoceanflight3.IsthereanythingIcandobeforeIleavetheroom?Youvemadeusfeelverywelcome.Bytheway,isthetapwaterdrinkable?Oh,Mr.andMrs.Blackpleasedontdrinkthetapwater.Thereisboileddrinkinginthethermosbottleandcolddrinkingwaterinthecarafe.Ifyouneedanything,pleasedial8orpressthebuttonoverthere.Thankyouverymuch.Yourealwayswelcome.I第46页PartTwosituationalDialogueSEC2SEC3SEC4SEC5SEC1Vocabulary(1)precedepri(:)si:dvt.(时间,位置,次序)在.之先,领先于shortly:tliadv.立刻,马上,很快amenitymi:nitin.使人愉快环境,事物adjusterdst(r)n.调整器graciousgreisadj.亲切,客气switchswitn.开关,电闸第47页PartTwoSituationalDialogueA:Mrs.Bl