饭店实用英语Practical English for Hotel Industry

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饭店实用英语scene-课件3.ppt

• In upscale establishments, a bell-man meets the guests as they step out of the car and escort them to their lofts. He takes the baggage to the guest’s room. The door man or door girl greets guests and shows them the way to the front desk. Private car transfer is available between the airport and the hotel. The airport representative is in charge of it.
B：It's terrific. I like it very much.
Ⅱ. Hotel Practical English
A: Do you mind if I put your luggage by the wardrobe? B: Certainly not. Thank you very much. A: If you need something, just call me over the phone. Dial 9 first, and then
Ⅲ. Text
• The following are the top qualities needed for someone who wants to work in the hotel concierge. Number one is a true enjoyment of working with people. Guests may be impatient and stressed out but a concierge needs to roll with that and not let it affect how you help them. The second is great organizational skills. Multi-tasking is the name of the game. The third top quality is energy and patience. A concierge has to be dedicated because beyond the regular work hours, he or she needs spend a lot of time learning things. Hitting museums or checking out the latest restaurant or exhibit so he or she can talk to the guest about it with firsthand knowledge. This is unpaid time and possibly time away from the family, but it comes with the job.

Unit Eight《饭店实用英语》

• 5.liqueur:also called cordials in GB.It is a sweetened and flavored alcoholic beverage,useful in preventing indigestion after a large meal.They are usually made from fruits or plants,with an alcohol content ranging from 20 to 45 percent.
• 2.aperitifs:drinks taken before a meal;they can be divided into three categories:vermouths,bitters and aniseeds(茴香酒).
• ger:a beer fermented at cool temperatures,another type of beer is ale,which is fermented at warm temperatures.Beers can also be classified into better,mild,lager and stout(浓烈黑啤酒).
• 6.pantry:a room where the supplies are stored.
Notes
• 7.aroma:the odors originating in the grape,bouquet,the odors from processing or aging.
• 8.Champagne:the sparking wines that produced in Champagne area in France.No other wines can be called Champagne.

Unit Thirteen《饭店实用英语》

escape: an apparatus，such as a metal stairway，for escape from a building during a fire.
• 8. First aid kit: a small collection of medical supplies for emergency use.
• 10. The aim of offering first aid is to take care of the patient or the injured till the arrival of medical assistance.
• 3. security hotline: a direct telephone in a hotel，used at times of great difficulty or emergency，especially when violence takes place，or something valuable is stolen.
• 9. Preventing a false claim: Cashiers are responsible for all the money they take in or change. They are well informed about traveler's checks，credit cards，and cash. They should be able to recognize good checks from bad ones， real bank notes from forgeries，and real signatures from false signatures.
Notes

《酒店实用英语》课件

Confirming the reservation details with the guest (arrival
03
and department dates, contact information)
Room reservation
• Issuing a confirmation letter or email to the guest
Room reservation
"Yes, we have a room available. Would you prefer a
double or two bed?"
"A double bed please. What is the check out time on Wednesday?"
"Check out time is noon. Do you require breakfast in the
03
"Yes, please. I would like the full English breakfast."
Room service
• "Perfect, we will bring it to your room shortly. Do you need anything else?"
Room service
Apologies
If something goes wrong, express your Apologies using phrases like "I'm sorry for the inconvenience" or "We Apologize for the delay"

《饭店实用英语》课件-scene-5

Ⅱ. Hotel Practical English
Dialogue 1
There Is Nothing on My TV Screen
(A: Receptionist B: Guest )
• A: Good afternoon. May I help you?
• B: Yes, there is nothing on my TV screen after I turn it on.
Ⅲ. Text
• keep good customer relations. Customer relationship is the heart of a business. As we offer services to guests we should not forget that we are bound to fault and that makes it necessary for us to accept the faults. Customers are always right because you have to be there for them.
• Don’t try to cover up your mistakes even when you have an advantage to do so. Accept the mistakes and correct as soon as possible and this will help you to
• In addition, don’t contradict the complaint on the face of it. Customer satisfaction is the first thing in the hospitality industry. Customers don’t need much more than the quality service in time. If you try your best to satisfy the customers, they will be willing to come back again and you can get more business from the same customers.

饭店实用英语听说教程PPT

Complaint handling
03
CHAPTER
Hotel Business English
Conference Services
Conference Services Introduction: Conference services are an important component of hotel business, providing a series of professional services including venue reservation, equipment rental, and tea break services.
Conduct full process monitoring of banquet services to ensure that all services meet customer requirements and handle unexpected issues in a timely manner.
Venue layout
Based on customer needs and budget, design a menu that fits the theme of the banquet, ensuring the quality and taste of the dishes.
Menu design
Menu presentation
Taking Orders
Beverage selection
After taking the customers' orders, the waiters should offer a variety of beverages and explain the options available They should also ask if there are any specific requests or preferences

Unit Four《饭店实用英语》

饭店实用英语
Unit Four
Words & Phrases
• Resolve v.to find an answer for,to settle解决 • Update v.to make information current,to bring up to date
更新 • Verify v.to make sure about检验，查证 • Authorize v.to approve核准，授权 • Discrepancy n.disagreement,difference差异 • Outstanding adj.欠付的 • Balance n.余额，结存 • Complimentary adj.免费的 • Transaction n.the exchange of merchandise property,or
• 10.guest cycle:a term used to describe Front Office operations from the moment of first contact with guests to the moment of departure.The guest cycle consists of four stages:pre arrival,arrival,occupancy,and departure.
• 9.room status report:a report that indicates the current status of rooms according to housekeeping designations,such as on change,out of order,and clean and ready for inspection.

饭店实用英语scene 12

Ⅱ. Hotel Practical English
Ⅱ. Hotel Practical English
Dialogue 2
I'd Like to Have Some Lunch
(A: Hostess B: Guest)
• A: Gooorning. I'd like to have some lunch.
moment. Would you mind to wait for a while? • B: Certainly not. But how long do you think I’ll have to wait？
• A: Look at the table in the corner, sir. I guess it will be free in a minute.
• B: Excuse me. Where is the bathroom? I want to wash my hands first.
Ⅱ. Hotel Practical English
• A: It’s on the second floor. Go straight; you will see it on the right. • B: Thank you. • A: It’s my pleasure.
B: Yes.
A: Right this way, please.
B: Excuse me. I’m afraid my friends can’t find me. I want to wait for them in the lobby.
A: Don’t worry, Mr. Paul. When your friends come, I’ll show them to your room.

Unit Ten《饭店实用英语》

ses
• entity n. 实体，单位 • participant n. 参与者 • accessories n. 附件，附属品 • apparel n. 运动服装 • grandstand n. 大看台 • solarium n. 日光浴室 • sun deck 日光甲板 • massage n. 按摩 • locker n. 衣帽间 • sauna suite 桑拿浴室 • billiards n. 台球，弹子戏 • innovative adj. 创新的
饭店实用英语
Unit Ten
Words & Phrases
• resort n. 度假地 • gymnastic center 健身中心 • apparatus n. 器械，设备 • therapeutic adj. 治疗的 • aerobics n. 有氧健身法 • shadow boxing n. 太极拳 • groundskeeper n. 场地管理员 • stable n. 马厩 • grooming n. 喂马，马饰 • hiker n. 徒步旅行者 • alleviate v. 减轻 • implication n. 含义，暗示
• 6.run up area:投球区。 bowling alleys:保龄球馆/道。 ball lanes:球道。 pin:木瓶。
Notes
• 7.white water rafting:also called white water canoeing， the sport of riding in a canoe or on a raft down rapidly flowing rivers.木筏漂流。
• 8.solarium or sun deck:room where you can enjoy real or artificial sunlight；top deck of a passenger ship where people can sit in the sun.

Unit Three《饭店实用英语》

• 9.no show:a guest who made a room reservation but did not register or cancel.空订房。
Notes
• 10.registration form:a printed form for a collection of important guest information created by the Front Desk agent following the guest's arrival.The information includes the guest's name,address,telephone number,and company affiliation,method of payment and date of departure.入住登记表。
• 3.split folio:a folio in which a guest's charges are separated into two or more folios.
• 4.master folio:a folio used to chart transactions on an account assigned to more than one person or guestroom,usually reserved for group accounts.A master folio collects charges not appropriately posted elsewhere.
Notes
• 1.credit limit:the maximum amount that a person can charge on a credit card.信用额度。

饭店基础英语100句

English for Hotel1.早上好/下午好/晚上好/晚安。

Good morning/ afternoon/evening/night.2.欢迎光临我们饭店/餐厅。

Welcome to our hotel/restaurant.3.您好吗？How are you?（用于比较熟悉的情况下，不一定需要别人回答）4.很高兴见到你。

Glad to see you; Nice to meet you.5.抱歉, 打扰一下, 这个是您的吗? Excuse me, is this yours?6.看这边。

Look here.7.过来这边。

Come over here.8.早上好，李太太。

Good morning, Mrs. Lee.9.下午好，唐小姐。

Good afternoon, Miss Tang.10.先生，请慢走。

Watch your step, sir.11.您先请/这边请。

After you; This way, please12.请跟我来。

Please follow me.13.那边走。

That way.14.就在那。

Over there.15.从这向左/右转。

Turn left/ right here.16.我来为您带路。

I’ll show you the way.17.请保管好您的随身行李。

Please take good care of your carry-on luggage.18.您要上楼还是下楼？Are you going upstairs / downstairs?19.电梯在那边。

The elevator is over there.20.我们到了。

Here we are.21.有什么可以帮忙的吗？May I help you?22.还需要些什么？What else can I do for you?23.如果你有什么需要请和我们联系。

If you have any needs, please don’t hesitateto let us know.24.-谢谢. –不客气. -Thank you. – You are welcome; Not at all; My pleasure25.很乐意为您效劳. I’m always at your service.26.再见/回头见。

《饭店实用英语》课件-scene-6

• When the customer is ready to leave, thank the customer for staying at the hotel. Ask if there was anything else that could have been done to improve his stay. Give out any survey forms and indicate where she can post positive comments online.
• A: One moment, please, madam. Here is your bill. Would you like to check and see if the amount is correct?
• B: Oh, yes. The figure looks a little big. What’s the 120 yuan for?
• When the customer comes to Front Desk, make eye contact and greet the customer by name. Ask if he or she will be checking out. If he or she has completed the express form, take the form, review it for accuracy and ask for the key cards. If the customer has not filled out the express form, continue with the checklist.
• First of all, the Front Office staff should arrange the paperwork in advance. The evening before, review all the guests who are due to check out and arrange all their files together. Send express checkout forms to all the appropriate customers’ rooms. Note these customers’ names so you can greet them by name in the morning.

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1.3 Suggesting Alternative Accommodation
Scene: Mr. Johnson calls the Pine Hotel for reservation. But the hotel is fully booked for the large meeting. Then the receptionist Patter suggests an alternative tel is an establishment that provides paid lodging on a short-term basis. In the past, it provided basic accommodation consisting only of a room with a bed, a cupboard, a small table and a washstand. Now it has largely been replaced by rooms with modern facilities, including en-suite bathrooms and air conditioning or climate control. Additional common features found in hotel rooms are a telephone, an alarm clock, a television, a safe, a mini-bar with snack foods and drinks, and facilities for making tea and coffee. Luxury features include bathrobes and slippers, a twin-sink vanities, and Jacuzzi bathtubs. Larger hotels may provide additional guest facilities such as a restaurant, swimming pool, fitness center, business center, childcare, conference facilities and social function services. Some hotels offer meals as part of a room and board arrangement. In the United Kingdom, a hotel is required by law to serve food and drinks to all guests within certain stated hours. In Japan, capsule hotels provide a minimized amount of room space and shared facilities.
Mr. Johnson: Good morning. I am calling to reserve a room of July 16 for one night. Patter: Good morning. Reservations of Pine Hotel. Hold on please. I’m sorry, but
Practical English for
Hotel Industry
Unit One Introduction to Hotel Industry
Text A
The hotel industry makes a major economic contribution to the global economy by serving both business and tourism development. When the economy is strong, the lodging industry is generally strong. But just as the economy has its cycles of good times and bad, so does the hotel business. Factors such as oil prices, inflation, and terrorism impact the fiscal health of lodging industry. The industry's ups and downs reflect the limitations inherent in hotel keeping. (1) The product is perishable – a room not sold tonight is lost forever. (2) The location and product inventory (rooms) are fixed – they cannot be moved as demand patterns change. (3) Entry into the business takes large amounts of capital – creating huge fixed costs to promote high occupancies to achieve break-even status. (4) Activity is seasonal – with all the problems of operating an ebb-and-flow business. All this contributes to boom-and-bust cycles as business volume lags or exceeds the industry's break-even point.