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HotelEnglish课程概况•教材：《酒店英语视听说教程》•基本教学设计：背景知识介绍，听力训练，分组情景模拟。•考核方式：课堂表现+小组成绩+期末考查课堂表现：出勤率、主动发言、纪律小组成绩：情景模拟效果Content1.Reservation2.Registration3.Concierge5.Checkout6.Housekeeping7.FoodandBeverageService8.WesternFoodsandWesternBeverage10.ChineseFoods11.ChineseTeaandAlcohol12.RoomService13.BanquetService16.ComplaintSettlementTasksReservationRegistrationCheckoutRecommendingChineseDishesResolvingRestaurantcomplaintsTakingordersBanquetDecorationIntroduceChineseAlcoholcultureChapter1ReservationTeachingaimsAims:•Howtoreceiveroomreservations怎样接待客房预订•Howtoconfirmroomreservations怎样确定客房预订•Howtomakeaphonecallforroomreservations怎样电话客房预订Informationshouldbetaken客人姓名GuestName登记编号Code联系电话TelephoneNumber联系地址Address入住人数NumberofGuests入住时间OccupationTime客户基本信息客户要求房间种类RoomType房间数量RoomNumber价格标准Price折扣优惠Discount房间要求RoomDemand房间布置DecorationsRoomTypesSingleroomDoubleroomDeluxesuite/presidentialsuiteLanguagepointsinlisteningpart•1.reservev.预定，预约Reservationn.reservearoom/bookaroome.g.IhavereservedaroominthenameofJames.保持，保留Allrightsreserved.版权所有。•2.preferencen.偏爱e.g.Itisamatterofpersonalpreference.Preferencewillbegiventograduatesofthisuniversity.•accessn.通道，机会，权利e.g.Theonlyaccesstothefarmhouseisacrossthefields.youneedapasswordtogetaccesstothecomputersystem.•Promotionn.促销；晋升Wearedoingaspecialpromotionofwines.HispromotiontoSalesManagertookeverybodybysurprise.Languagepointsinlisteningpart•Deluxeadj.豪华的，高级的Luxuryn./adj.•Anniversaryn.WeddinganniversaryThecollege’s50thanniversarycelebration•Amendv.修改Amendedversion.Amendmentn.LanguagepointsinlisteningpartWatchthevideoandpractice•videos\第175回roomreservation-withcaption_高清.mp4•videos\第一口语网订房间bookingaroom_标清_标清.flvUsefulDrills(注:★表示此话为客户所说)IHowtogreetwalk-incustomerorcustomersonphone接待上门预订或接听预订电话早上好｡我是订房部的Jane｡有什么可以帮到您的吗?Goodmorning.Reservations.Janespeaking.CanIhelpyou?下午好｡欢迎光临天天酒店!有何吩咐呢?Goodafternoon.WelcometoTiantianHotel,MayIhelpyou?我想要订一间下周三入住的单人房｡★I’dliketobookasingleroomforWednesdaynextweek.我想为我朋友预订一间双人房｡★I’dliketobookadoubleroomformyfriend.UsefulDrillsIIHowtogetinformationfromthecustomers如何从客户处获取信息您打算住多久呢?Howlongwillyouplantostay?您打算住多久呢?Howlongwillyoubestaying?请问您是哪位?MayIknowwhoI’mtalkingwith?(Makingaphone)请问您要哪种房型?Whattypeofroomdoyourequire?请问您要订多少间房呢?Howmanyroomswillyourequire?请问您的名字/电话号码?MayIhaveyourname/telephonenumber,please?如何与您联系呢?MayIhavethewaytocontactwithyou?请问要以谁的名义来订呢?Whoisthebookingfor?UsefulDrillsIIIHowtoofferandgetroomrate怎样提供和获知房价一间双人房要多少钱呢?★Howmuchdoesadoubleroomcost?每天收费多少?★Howmuchadaydoyoucharge?有优惠/折扣吗?★CanIgetadiscount?每天380元,送早餐｡RMB380pernight,withbreakfast.我们有标准/豪华双人房,每天每间350元｡Wecandoastandard/deluxedoubleroomforRMB350pernight.双人对床房,每间每天600元｡WechargeRMB600foradeluxetwinpernight.如果起订5间房,房价可以享受20%的优惠｡Theprice/rateforaminimumof5roomsis20percentoff.对不起,我们不提供折扣｡I’msorry,thereisnodiscount.儿童可以减价｡There’sareductionforchildren.我们已经将价格降至最低限度了｡Wehavealreadycutthepriceveryfine.UsefulDrillsIVConfirmandregister确认和登记VBookedup订房已满我可以看看您的护照吗?MayIseeyourpassport,please?请您填写这张登记表好吗?Wouldyoupleasecompletethisregistrationform?你有身份证吗?Haveyougotanyidentification?对不起,我们酒店那一天的客房全部订满了｡I’mafraidourhotelisfullybookedonthatdate.您要的那一日房间已经确认了｡我们期待为您服务｡Yourroomisconfirmedforthatday.Welookforwardtoservingyou.很抱歉,我们没有空房｡I’msorry,butwe’rebookedup.对不起,我们现在没有空房｡I’msorry,butwehavenovacanciesatthemoment.很抱歉,所有的客房都已经订满了｡I’msorry,butallroomsaretaken.Tips在正式的英语表达里,疑问基本句型可分为下列四种:MayI...?Couldyou...?Wouldyou...?ShallI...?1.四种疑问基本句型只要理解这四种基本的句型,就可以处理大部分业务上的状况｡1)服务员自己要做什么事时,就使用MayI...?请问尊姓大名?MayIhaveyourname,please?请问您的国籍是哪里?MayIknowyournationality,please?请让我看一下您的护照好吗?MayIseeyourpassport,please?请问您什么时候结账离开?MayIhaveyourcheckouttime,please?Tips1.四种疑问基本句型4)在提供建议协助､征求意见时,可使用ShallI...?或Wouldyoulikemetodo...?请您填写这张表格好吗?Couldyoufillouttheform,please?请您写下来好吗?Couldyouwritethatdown,please?请不要挂电话好吗?Couldyouholdtheline,please?2)麻烦客人时,可使用Couldyou...?3)询问客人的喜好或是做什么时,可使用Wouldyou...?请问您要订一间双人房吗?Wouldyouliketobookadoubleroom?请问您要喝茶还是咖啡?Wouldyouliketeaorcoffee?请问您介意坐在这里吗?Wouldyoumindsittinghere?请问要我为您安排预约吗?ShallImakethereservationforyou?请问要我为您画一张地图吗?ShallIdrawyouamap?Role-playing•Eachgroupshouldmakeareservation.Everymembershouldbecleartheroleyouaregoingtoplay.Tryyourbesttousesomecorrectandeffectivesentences.Serviceprocedure(服务流程)1.Greettheguest2.Asktheguestofthereservationinformation:ThedateofarrivalanddepartureThenumberofthepeopletheroomtypeandthenumberofrooms3.Searchfortheroomavailable/neededinthecomputer4.Getthefollowinginformationfromtheguestthenameoftheguesttheguest’stelephonenumber5.Confirmthereservation6.ExpressyourwishesTaskofservicepractice(实训任务)•GeorgeBrownwantstobookadoubleroominPeaceHotelinShanghai.Theroomratepernightis180dollars.GeorgeBrown先生向上海和平饭店预定了一间双人房，房费为每晚180美元。•Thetime:fromApril20thto22nd,that’sthreedaysinall.时间：4月20至4月22日，共3个晚上。•ThetelephonenumberofGeorgeBrownis0044-0246-720598.GeorgeBrown的电话号码是0044-0246-720598.•LiYanhandlesthereservation.预订员李艳办理了这个电话预定手续。Modelofpractice(实训对照)Li:Goodmorning,Peacehotel,Roomreservation.MayIhelpyou?Brown:Yes,I’dliketoreservearoomfrom20thto22ndofApril.Li:Pleasewaitamoment.I’llc