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《饭店英语2》教学大纲（Hotel English 2）（供四年制旅游管理专业2012级试用）课程编号：总学时数：48(36+12)学分数：3开课单位:商学院课程的性质与任务《饭店英语2》是旅游管理专业的专业方向课程。
本课程的目的是，使学生具备掌握英语基础知识和技能以及运用饭店英语的能力，从而达到酒店管理专业学生应具备的整体知识文化水准和相应的业务素质。
通过学习，培养学生在具有一定的公共英语听、说、读、写的基础上，掌握旅游饭店行业服务与管理的专业英语，包括旅游饭店英语的专业词汇、句型、表达方法，使学生基本具备用英语进行旅游饭店行业管理与服务的能力，为从事旅游饭店业工作的需要打下良好的基础。
执行教学大纲应该同时根据专业的具体特点、教学计划以及学生的实际情况，拟定比较详细的符合教学大纲的教学进度。
课堂教学中要充分调动学生的积极性，对一些问题应多组织讨论。
本课程是考试课程，建议考试形式：闭卷笔试。
大纲内容与要求第十一章Food & Beverage Service in Western Style 西餐服务第一节Dialogue 情景对话1.Serving an English breakfast 英式早餐服务2.Serving lunch a la carte 午餐零点服务3.Tendering at the bar 酒吧服务4.Arranging a buffet dinner 冷餐会服务第二节Listening & Speaking 听说演练1.Functional sentences 功能句2.Procedure drilling 程序演练3.Role play 角色演练第三节Practical Writing 实用写作1.A Letter of Confirmation for Banquets 宴会确认信第四节Feature Reading 特色阅读1.The Menu 菜单教学基本要求1.了解前厅的相关词汇、短语、句型及其常用表达。
饭店用英语怎么说饭店(或酒店，旅馆)，是一个主要为游客提供短期住宿的地方，酒店通常在提供住宿之余，亦为住客提供餐厅、游泳池、或照顾幼儿等服务。
那么你知道饭店用英语怎么说吗?下面来学习一下吧。
饭店英语说法1：restaurant饭店英语说法2：hotel饭店的英语例句：他请我建造并设计该饭店。
He approached me to create and design the restaurant.我带她去里茨饭店吃下午茶了。
I took her to tea at the Ritz.莱茵兰菜是这家饭店的特色菜。
Rhineland dishes are a speciality of the restaurant.这帮匪徒通过他们的连锁饭店洗赃款。
The gang laundered the stolen money through their chain of restaurants.这家饭店除星期一外，每天都营业。
The restaurant is open every day except Monday.她是饭店的女服务员。
She is a waitress in a restaurant.这个饭店的服务质量已经有了很大改善。
The quality of service in this restaurant has improved a lot.这家饭店是由一家人经营的。
This restaurant is a family concern.凌晨6点，他们悄悄地潜入他们下榻的饭店。
They sloped into their hotel at 6am.通常需提前数月预订的三星级饭店Three-star restaurants that are normally booked for months in advance没有几家城市酒店能与克里雍大饭店媲美。
Few city hotels can outclass the Hotel de Crillon.高悬的灯光映照出里兹饭店的轮廓。
Registration (登记住宿)Scene: A car pulls up in front of Huatian Hotel and a bellman goes forward to meet the guests and guides them to the reception desk.Receptionist (R) : Good evening. What can I do for you, sir?Mr. Bellow (B): I reserved a British suite three weeks ago. I'm Henry Bellow.R: Just a moment, please, Mr. Bellow. I'll check the arrival list.(The receptionist checks the list. )Could I see your passports, please?(Checking the passports and giving them back)Thank you, sir. And would you mind filling in the registration form?B: I'll take care of it.(Filling the form)Here you are. Is it all right?R: Yes, thanks. How are you going to pay, in cash, by credit card, or with traveler's check?B: In cash.R: I see. May I have 3,000 yuan RMB as deposit?B: Here it is.R: Thank you. Please keep the deposit receipt. Hoe is the key Room 908, the room cards and the breakfast coupons. Please keep them.B: Thank you.R: If you have any valuables, please deposit them at the cashier's or use the safe in your room.B: I see.R: The bellman will show you up with your baggage. Have a nice evening, sir. And enjoy your stay.。
Elementary English for Hotel Staff饭店基础英语Welcoming and Greeting问候、欢迎1) Good morning / Good afternoon / Good Evening, sir (madam).2)Welcome to our hotel (restaurant, shop).3)How do you do?(first meet)4)Glad to meet you/nice to meet you.5)Wish you a pleasant stay in our hotel. / I hope you will enjoy your stay with us.6)Have a nice day.7)Your presence is a great compliment.Expressing and Responding to Gratitude感谢及应答8)Thank you (very much).9)You are mostly welcome, it's my pleasure.10)Thank you for calling.11)I will be always at your service.12)Thank you for your suggestion.Offering Help提供帮助13)How may I help you?14)Is there anything else I can do for you?15)Just a minute, please. I will be back right away.16)May I carry your suitcase?17)Let me show you the way.18)May I be of any service for you?19)May I show you to your room/Spa/restaurant?Apologizing道歉20)Excuse me, Sir (madam).21)I am sorry to have kept you waiting.22)Sorry to disturb you.23)I am sorry to my carelessness. /I am so sorry to my carelessness.24)I am sorry, is there anything I could do?Bidding Farewell告别25)Goodbye, Sir (madam).26)Be sure not to leave anything behind, please.27)Goodbye and thank you for coming.28)Goodbye and hope to see you again.29)Take care, Good-bye and good luck.30)We'll be looking forward to seeing you again.When can't understand the meaning听不懂的情况下31)I beg your pardon?32)I am sorry, I can't catch your meaning, but I will find someone to help you right away.Settling Complaints解决投诉33)Thank you for telling us about it, sir, I’ll look into the matter at once.34)Sorry, sir. I'll solve the problem for you as soon as possible.35)Please relax, madam, I'll take care of it according to your request.Roles playDialog:account 账户back/late charge 补索帐,追帐adaptor 多用插头baggage rack 行李架address 地址baggage storeroom 行李房adjoining room 相邻房间ball pen 圆珠笔air ventilator 抽风机apartment 公寓air-con panel 空调面板apology 道歉air-conditioner 空调area code 地区代码airline company 航空公司arrange 安排air-mail 航空信件ashtray 烟灰缸alarm clock 闹钟attach 附alcohol 酒精attendant 服务员ambassador 大使Automatic TellerMachine/ATM自动提款机amendment 修改,更正available rooms 可租房总数amenities 赠品average rate 平均房价Baby cot 婴儿床babysitter 保姆。
Answers for Reference（Patial）Unit OneExercisesWord studyI. Match the word or phrase on the left with the statement on the right.1.accommodation a large party or ceremonial event, especially for animportant or official occasion 92.premise a kind of hotel providing parking facilities for cars53.niche a place to stay 104.profitable shelter, food, drink, and other services for travelers15.motel a level on a scale that shows how good a hotel is 86.resort all the people who buy a particular product or use aparticular service 37.convention making more money than is needed for expenses48.rating the building and land a hotel uses 29.function meetings of various business or professional groups710.lodging a vacation area with recreational facilities 6StructuresI. Fill in the spaces in the following sentences with the appropriate word or phrase from the texts.1.All hotels do not serve the same clientele; that is, the same kind of guests.2.Each means of transportation has resulted in the growth of corresponding accommodationsfacilities.3.Old-fashioned inns did provide food and shelter for both men and horses and thereforebecame a symbol for hospitality.4.The larger and more luxurious the hotel, the greater the variety of jobs that it offers.5.The airplane made many more places available for development as resorts, including placesthat were quite isolated.6.A resident hotel provides accommodations for people who do not wish to keep housethemselves.7.The holiday company caters more for the elderly.8.This policy is a key feature of our long-term corporate planning.II. Cloze:serve, traced to, perceived as, associated with, be maintained, dominates, revolves around, be operatedThe differences in the American and European hotel traditions can be traced to the early days of hotel history, when American hotels began to resemble the large palatial（宫殿式）structures associated with the idea of hotel while the European hotelery continued to concentrate on the extended inn or tavern, restaurants with a few bedrooms.In the American model, the Rooms Division is perceived as the center of the hotel, the nerve center of operations. In the European model, the entire hotel operation revolves around the restaurant as the main point of activity, concern and, potentially, revenue. In a very small operation, the restaurant will naturally dominate operational activity. Reception activities may be operated out of the bar, or check-in and rooms activities may be managed by a secretary to the manager. Housekeeping and decorating may be maintained by the manager’s spouse. In the larger American model operation, rooms activity dominates the hotel operation, with distinct Rooms departments. Rooms generate the mass of revenue while the restaurants mainly serve the function of marketing to the local booking community.Guided Writing and T ranslationI. Rewrite each of the following sentences in several simple sentences:1.Hospitality services can be traced back to 12,000 years ago. Hotel business as was not asocial phenomenon before the sixth century BC. In the sixth century BC a standardized medium of exchange was adopted. People had the first real opportunities to trade and travel.2.There were no sign of progress and new ideas in the business of inn-keeping before theIndustry Revolution in England. Since then, there have been signs of that sort.3.They attempt to build a product to satisfy specific markets. This attempt has been referred toas the Niche Concept.4.Some people do not wish to keep house themselves. They can rent accommodations in manyhotels. They rent the accommodations on a seasonal basis or even permanently5.There was an increase in tourism. It was a boom in the construction of resort hotels. That wasattributable to the airplane. That was the most direct result of airplane.6.People make an effort to meet changing preferences and new characteristics of the travelingpublic. They have developed new concepts in hotel design for this purpose.7.The first category is the commercial hotel. The commercial hotel provides servicesessentially for transient. Many transients travel on business.II. T ranslate the following into Chinese:随着铁路、轮船等现代大众交通工具的出现，酒店业得到了快速发展。
Unit 12The convention business is profitable for the hotel industry. A convention guarantees a good occupancy rate for the hotel over a period of at least several days. In addition , the special exhibit and meeting areas are rented by the sponsoring organization for a fee and the people attending the convention also generate more business in the hotel’s restaurants, bars , and shops. In many cases, the business and professional people who are members of the sponsoring group are accompanied by their families, and this means still more business for the hotel . For most people , in fact, a convention is a combination of business and pleasure, a chance to get away from the usual daily routine. This is one of the major reasons behind the increasing shift of conventions to resort areas.译文：会议业务对饭店来说利润可观。
接待一次会议能保证饭店在一定时期，至少几天内，有较高的出租率。
另外，主办单位承租展区和会议区域会给饭店带来收入，而且，参加会议的人员由于在餐厅、酒吧和商场消费，也会增加饭店的收入。
在多数情况下，与会者和主办组织的专业人士都有家人陪同，这意味着给饭店带来了更多的生意业务。
对大多数人来说，出席会议实际上是处理公务与享受娱乐的结合，是一次从日常工作中摆脱出来的机会。
这就是度假地越来越多举办会议的重要原因。
当您以门市价入住任何一家香格里拉大饭店或度假村，您即可免费获得以下特别优惠和服务：免费机场接送服务：无论您何时抵达，何时离开，我们的轿车都将随时恭候您。
免费洗衣和干洗服务：在您入住期间，免费的洗衣和干洗服务会让您的旅途变得更轻松。
免费早餐：每日为您准备免费的美式或欧陆式早餐。
免费市内电话。
国际电话及传真只收取成本费。
译文：when you check in at any Shangri-La hotels or resorts at the published rates, you can have the following preferential and complimentary services: Complimentary air limousine : No matter when you arrive or depart , our limousine awaits you respectively at any time.Complimentary laundry and dry-cleaning : The courteous services of laundry and dry-cleaning will make your trip more enjoyable during your stay.Complimentary breakfast : Free AP or EP breakfast is prepared specially for you.Free local calls.IDD and Fax are at cost prices.Part Two .Unit 1.饭店行业的历史是从客栈和小酒店开始的。
它们为旅行者提供饮食、住宿，但通常都很简单，旅行者还常常与其他客人共享床铺。
服务很周到，但缺乏今天客人们所需要的舒适。
以前的小酒店与今日遍布全球的豪华饭店有天壤之别。
交通的变化使食宿业发生了深刻的变化。
航空业的发展使人们到边远地区旅行成为可能，度假饭店的发展就是这一发展中的一部分，而且，人们因公出差也比过去多多了。
随着新的特许权的发展，连锁饭店之间的竞争者将越来越激烈。
译文：The history of hospitality begun with the tavern and inn. Although they offered food and shelter to travelers, the food was usually simple and travelers often had to share beds with other guests. The service was friendly , but the accommodations lacked the comfort our clientele expects today. The inns of the past were certainly different from the deluxe hotels all over the world today . The airline industry now allows the public to travel to remote places. The growth of resorts is part of this development. Also ,people travel on business much more than they were able to in the past. With the growth of new franchises, the competition among the chains is increasing.The lodging industry has been aware of the need for security for many years. In fact ,security officers have been employed by hotels longer than by many other types of business and industry . Unfortunately , however rather distorted and shorted concept of security on the part of the industry has produced results that are far from satisfactory . This has been due largely to the fact that innkeepers , security officers , and guests basically do not understand the role of protection in relation to the lodging industry . To most innkeepers the word security means house detectives or watchmen , the control of keys , concern with the burglary of guest rooms , and fire alarms . It also means and the occasionally obstreperous guest.译文：饭店业多年来已意识到安全工作的必要性。
事实上，饭店雇佣保安人员的时间比其他企业和行业都要长。
然而，不幸的是，饭店业对安全工作有误解和概念不清，使其安全工作没有达到令人满意的效果。
主要原因是店主、保安人员以及客人未从根本上理解饭店安全保护的作用。
对大部分店主来说，安全一词就是指保安或是门卫、钥匙保管、谨防客房被盗以及火灾预防。
它还意味着偶尔接待难以对付的客人。
Unit 2译文：饭店把他们的主顾当客人对待，并且努力提供超过客人预期的殷勤款待。
埃尔斯沃思M.斯塔特勒有句著名的口号“客人永远是对的”，很多人对此表示由衷的赞同。
后来一个无名氏反驳道：“客人并不永远是对的，但他永远是客人。
”这句话隐含了对产业专业性的最大挑战：即提供一定水准的客户服务以应对不断变化的要求和客人的需要。
旅馆业的吸引力和诱惑力可以归因于各种要素。
例如，所以的饭店都要选择一个他们希望表达出的形象。
这种形象通过建筑和设计能完成一部分，然而，不管设计多么的有效，大楼也仅仅是砖、钢、玻璃和家居。
建筑物和里面物品的风格对建立饭店的主要形象可能很重要，但创造这种氛围最本质的因素是饭店的员工，尤其是前台的员工。
饭店在社区中可以扮演一个重要的角色。
著名的民间俱乐部、商业集团、地方和国有的公司可能在饭店聚会，一些组织机构会被高水准的食宿设施吸引而加入社区。
一家饭店能成为服务于作为整个社区聚会的中心场所。
旅馆业是旅游和观光这个大产业中的一部分。
旅游和观光业商机无限，两者共同之处是给游客提供必要的和想要的产品和服务。
旅游和观光业是世界上最大的产业之一。
旅游和观光涉及所有的东西，从旅行者之间的相互影响到商业、政府以及他们接触到的人，无所不包。
Unit 3康乐中心recreation center夜总会night club迪斯科舞厅discotheque卡拉OK厅Karaoke bar舞厅ball room健身房health club健身馆keep-fit gym室内游泳池indoor swimming pool网球场tennis court保龄球室bowling room台球室billiard room桑拿浴室sauna bathroom按摩室massage parlor美容厅beauty salonUnit 5译文：饭店员工要不断地做修理和维护工作，诸如油漆房间和公共区域、修理破损的家具、修理管道和照明设备、进行室内装潢、修理地毯等成百上千种杂事，以保证实物设施达到订立的标准。
一些大饭店拥有自己的车间供木工和装潢之类的工作使用。
很多饭店也雇用自己的油漆工，定期刷新客房和公共区域。
