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1、Hotel English酒 店 英 语CONTENTSChapter 1Courtesy EnglishChapter 2General EnglishChapter 3Housekeeping EnglishChapter 4Food & Beverage EnglishChapter 5Telephone EnglishChapter 6Front Office EnglishChapter 7Secretary EnglishChapter 8Sales & Marketing EnglishChapter 9Accounting EnglishChapter 10Human Reso
2、urces EnglishGTHE Policy , ProcedureCOURTESYUNIT 1:GREETINGS & FAREWELLS1 VOCABULARYwelcome欢迎friend朋友farewell告别identify识别definitely肯定safe安全的enjoy喜欢pleased高兴sure当然trip旅游weekend周末again再look forward to盼望satisfaction满意2 PHRASES ON THE JOBGood morning.早上好。Good afternoon.下午好。Good evening.晚上好。Welcome back.
3、 Hi.欢迎回来。 嗨Hello.你好。How do you do?你好。How are you?你好吗？Fine, thank you, and you?很好，谢谢，你呢？Fine, thanks, and you?很好，谢谢，你呢？Good-bye.再见。Good night.晚安。Good-bye for now.再见。It was nice to see you again.很高兴又见到你。Have a good evening.晚上愉快。See you later.回头见。It was nice seeing you.很高兴见到你。Have a good weekend.周末愉快。H
4、ave a safe trip.一路平安。Have a good day.祝您愉快。Hope to see you again.希望再见到您。Thank you for coming.( Thanks for coming )感谢光临。Look forward to seeing you again.盼望再见到您。3 LISTEN TO THE CONVERSATIONListen to the guest and then fill the gap in each sentence.*The guests name is .*The staffs name is .*The guest wi
5、ll today.*Hell live in next time he comes.4 TALKING TO THE GUEST:Staff:Good morning. Mr. Smith. How are you today?Guest:Good morning, Jane. Im fine, thanks, and you?Staff:Im fine, too. Are you checking-out today?Guest:Yes, I think so.Staff:Did you enjoy your stay here?Guest:Yes, I did.Staff:I hope o
6、ur service is to your satisfaction.Guest:Sure. Im very pleased with everything here.Staff:Thank you. I wish you a nice trip home and look forward to seeing you again.Guest:Thank you. Ill definitely come to the Sheraton next time Im in Tianjin.5 PAIR WORKFind a partner and play the roles of the staff
7、 and the guest who will be on holiday soon. 6 OXFORD HUMOURThe more I study, the more I know.The more I know, the more I forget.The more I forget, the less I know.So why study?UNIT 2:INTRODUCTIONS1 VOCABULARYintroduce介绍happy高兴spell out拼写出来meet会见glad高兴first name名pleased高兴nice很好last name姓certainly当然pl
8、easure高兴enjoy喜欢2 PHRASES ON THE JOBMy name is John Smith.我叫约翰，史密斯。Its nice to meet you.很高兴见到您。Its nice meeting you.很高兴见到您。Im Mary Copper.我叫玛丽.库伯。Im pleased to meet you.很高兴见到您。Im glad to meet you.很高兴见到您。Let me introduce you to John Smith.我把你介绍给约翰.史密斯。Id like to introduce you to Mary Silver.我想把你介绍给玛丽。
9、Id like you to meet Mr. Thomsor.希望你认识一下托马斯先生。I dont think weve met before.我想我们以前没见过。Have we met before?我们以前见过面吗？Youre new here, arent you?你是新来的，对吗？3 TALKING TO THE GUEST:Staff:Good morning, sir. May I know you name?Guest:Certainly. My name is John Parkinson.Staff:Would you please spell your last nam
10、e?Guest:Sure. P-a-r-k-i-n-s-o-n, Parkinson.Staff:How do you do, Mr. Parkinson? Welcome to our hotel.Guest:How do you do? Very nice to meet you.Staff:Hope youll enjoy your stay here.Guest:I think I will.Staff:See you later.Guest:See you.4 PAIR WORKIntroduce yourself to a partner.5 EXCERCISE:Put in ar
11、ticles where needed:A:Would you like cold milk?B:Yes, please. Id like glass of beer if youve got it.A:Ill go and have a look in kitchen.Yes, theres bottle here, but it isnt cold.B:Never mind. Can I have piece of ice in it?A:Sure. There is quite a lot in refrigerator.6 IDIOMS:*No pain no gain.*As bus
12、y as a bee.*Hand and foot.*As proud as a peacock.*As hungry as a wolf.*Beat about the bush.UNIT 3:APOLOGIES1 VOCABULARYexcuse原谅apologize请求原谅mistake错误forgive原谅mind介意assure保证sorry对不起right away马上happen发生bill帐单check检查2 PHRASES ON THE JOBExcuse me.打扰一下。Im sorry.对不起。Please forgive me.请原谅。Thats OK.没什么。I do
13、 apologize.我很抱歉。Thats all right.没关系。Please accept our apology.请接受我们的歉意。Would you please wait a moment?请稍等好吗？Would you mind waiting a second?请稍等好吗？I didnt mean for that to happen.我是不想出这种事的。I assure you it wont happen again.我向您保证以后不再发生这种事。3 TALKING TO THE GUEST:Guest:Excuse me. I think there is a mist
14、ake in my bill.Staff:Im sorry to hear that. Ill check for you right away. Would you please wait a moment?Guest:OK. ( a moment later )Staff:I do applogize, Mr. Smith. There is a mistake in your bill. I assure you it won happenagain.Guest:Well, thats all right.4 EXERCISE:Put in the missing words:Mr. a
15、nd Mrs. Miller are from Australia. They often go shopping without their German guide. But they cant to the taxi driver as they can a word of Chinese. They dont know how to him where they want to go. And the driver doesnt know how to to them because he doesnt German. Mr. Miller to himself, “I wish I
16、could some Chinese.”UNIT 4:OFFERING HELP1 VOCABULARYappreciate喜欢grateful感谢offer提供assist帮助favor喜欢desire希望request要求hesitate犹豫mind介意trouble麻烦welcome欢迎follow me跟我来corridor走廊show展示serve服务end尽头2 PHRASES ON THE JOBAnything I can do for you?我能为您做些什么？If theres anything I can do to help, please let me know.如果
17、有我能帮忙的话，请告诉我。Can I help you?我能帮忙吗？If I can be of assistance, please do not hesitate to ask.如果要我帮忙，别犹豫，尽管讲。Do you need any help?要帮忙吗？Id be very glad to help you.很高兴帮助你。Can I give you a hand?要帮忙吗？Never mind.不介意。If you dont mind.如果你不介意。If its no trouble.如果不麻烦的话。Theres no hurry.不着急。Please take your time
18、.不着急。Going up?上楼吗？Going down.下楼。3 LISTEN TO THE CONVERSATIONStaff:Excuse me. May I help you?Guest:Yes, Im looking for my room.Staff:May I know your room number, please?Guest:Yes, My room number is 358.Staff:Thats at the other end of the corridor. Follow me, please. Ill show you to your room.Guest:Th
19、ank you. Its very kind of you.Staff:Its my pleasure to serve you. Please enjoy your stay.Guest:Yes. I will.*Staff:Going up, sir?Guest:Yes.Staff:Watch your steps, please. The floor is wet.Guest:OK. Thank you.Staff:By the way, may I help you with your luggage?Guest:Sure. Thats very kind of you.Staff:Y
20、oure most welcome.4 PAIR WORKFind a partner and play the roles of the guest and the staff. The guest wants to find the Fitness Centre.5 EXERCISE:Put little, a little, few or a few into the sentence:*We need more staff.*There is milk left. Go and get some.*He asked for more salt.UNIT 5:THANKS AND REP
21、LIES1 VOCABULARYrepair修理kitchen厨房wire电线light灯noisy吵indeed的确by the way顺便说一下electrician电器师colleague同事as soon as possible尽可能早help sb. with sth.帮某人做某事2 PHRASES ON THE JOBThanks.谢谢。Thank you very much.非常感谢。Thank you ever so much.太感谢了。I appreciate that/it.我很感谢。Thats very kind of you.你太好了。You are so kind.你
22、太好了。Thank you just the same.同样得谢谢您。Youre most welcome.不客气。Its my pleasure to serve you.很荣幸为您服务。Thats quite all right.一点儿关系也没有。Im pleased to be of service to you.愿意为您效劳。I know next to nothing.我几乎一窍不通。3 LISTEN TO THE CONVERSATIONListen to the talk between the guest and the staff and then decide whethe
23、r the following statements are right or wrong.*The problem is the bedroom.*One of the lights is broken.*Something is wrong with the TV as well.*The electrician will repair the TV right away.4 TALKING TO THE GUEST:Staff:Good afternoon, Miss Thomson. Im here to repair your light.Guest:Thats very nice.
24、 Its this one in the kitchen. It doesnt work.Staff:Let me have a look. Oh, a wire is loose. Now, its all right.Guest:Yes, it is. Thank you very much indeed.Staff:Its my pleasure.Guest:By the way, my telephone is too noisy. Could you please help me with this?Staff:Sorry, Im an electrician. I know nex
25、t to nothing about telephone. But Ill call my colleague to come as soon as possible.Guest:OK. Thank you just the same.Staff:Not at all. Good-bye, Mrs. Thomson.Guest:good-bye.5 PAIR WORKFind a partner and play roles of the guest and the staff. The guest wants a baby cot.6 EXERCISE:Put the vebs into c
26、orrect tenses:A:Which country ( be ) you from, Ms. Miller?B:I ( be ) from Brazil.A:Did you ( come ) yesterday?B:No, I ( come ) the day before yesterday.A:So you ( stay ) here for 2 nights.B:Yes, and I leave for home tomorrow.UNIT 6:REQUESTS AND REPLIES1 VOCABULARYfavour喜欢over there在那边do sb. a favour
27、为某人帮忙next to 紧挨着look for 寻找request要求easy容易reply回答trouble麻烦problem问题2 PHRASES ON THE JOBWould you please de me a favour?能帮我个忙吗？Could you do me a favour?帮我个忙好吗？Could I ask you a favour?帮我个忙好吗？Could you do a favour for me?帮我个忙好吗？Could you possibly do a favour for me?帮我个忙好吗？Of course.当然。No problem.没问题。N
28、o trouble at all. Id be glad to.不麻烦。 我会很高兴。3 LISTEN TO THE CONVERSATIONListen to talk between the guest and a staff and then answer 2 questions.*Whats the guests request?*Where could he find it?4 TALKING TO GUEST:Guest:Excuse me.Staff:Yes?Guest:Could you please do me a favour?Staff:Certainly. What c
29、an I do for you?Guest:Im looking for the Sales Department.Staff:Thats easy. Its over there, next to the Information Desk.Guest:I see. Thanks a lot.Staff:My pleasure.5 PAIR WORKFind a partner and play the roles of a guest and a staff. The guest wants to send a letter.6 EXERCISE:Respond to the followi
30、ng using “Neither, Either or So”.*I cant speak English.*Christmas is an important holiday.*I dont like fish.*Im very fond of sweet and sour pork.UNIT 7:LONG TIME NO SEE1 VOCABULARYage年代pretty相当大的on holiday度假daughter女儿granddaughter孙女grandson孙子aunt姨、姑、婶uncle叔、伯、舅son儿子first cousin第一代表兄弟姐妹子second cousin
31、第二代表兄弟姐妹2 PHRASES ON THE JOBLong time to see.I havent seen you for ages.Congratulations.好久不见了。久日不见了。祝贺。3 LISTEN TO THE CONVERSATIONListen to the talk between the guest and the staff and then fill in the table with the information.* The guests name is .* She went .* She has grandchildren.4 TALKING TO
32、 THE GUEST:Staff:Good morning. How are you Ms. Jackson? Havent seen you for ages.Guest:Yes. Long time no see. Im fine, thanks. How about you?Staff:Pretty well. Did you go on holiday?Guest:Yes. I went back home because my daughter had a baby.Staff:Congratulations.Guest:Thanks.Staff:A girl of a boy?Gu
33、est:A girl.Staff:So you have a granddaughter now.Guest:A granddaughter? Ive got three.Staff:Three granddaughters?Guest:Yes, and a grandson as well.Staff:They must be very lovely.Guest:Sure. I enjoy them greatly.5 PAIR WORKFind a partner and play the part of a guest and a staff. The guest went back h
34、ome because her brother was ill.Unit 8:ASKING PEOPLE TO REPEATreservation预定nationality国籍at least至少Im afraid恐怕Australian澳大利亚pardon原谅beg请求on the fourth floor在四楼repeat重复possible可能intend打算plan计划1 VOCABULARY2 PHRASES ON THE JOBPardon?没听清？Please say it slowly.请慢慢讲。I beg your pardon.我没听清。Sorry?对不起？I didnt
35、follow you.我没听懂。Would you please say it again?请您再说一遍好吗？3 LISTEN TO THE CONVERSATIONListen to the conversation between the guest and the staff and then answer the following questions:* When did the guest get to the hotel?* Whats his name and nationality?* How long did he plan to stay?* What room did
36、the staff give her?4 TALKING TO THE GUEST:Staff:Good afternoon, sir. Do you have a reservstion?Guest:No, Im afraid not.Staff:May I know your name, please?Guest:Yes, Im David Stevenson.Staff:Your nationality?Guest:Im Australian.Staff:Sorry, I beg your pardon?Guest:Im Australian.Staff:I see. How long
37、do you intend to stay?Guest:At least a week. Possibly longer.Staff:Good. I can give you a room on the 4thfloor. Is that all right?Guest:Yes. Its quite all right. Thank you very much.Staff:Youre most welcome.ADDITIONAL EXPRESSIONS AND PHRASES1.Sorry to have kept you waiting.抱歉让您久等了。2.Excuse me for in
38、terrupting.抱歉打扰一下。3.It doesnt matter.没关系。4.Please take your time.别急。5.Ill try my best.我将尽力而为。6Its my pleasure to serve you.为您服务很荣幸。7.May I call you back?可以给您打回去吗？8.Can I assist you further?还能服务很荣幸。9.Sit down at this table, please.请坐这张桌子。10.Ill take care of that.我来处理这件事。11.Would you mind waiting for
39、a moment?请稍等，您介意吗？12.One for the road.走前再喝一杯。13.Ill have another on ice.我再要一杯加冰的。14.Follow me, please.请跟我来。15.Welcome back.欢迎您回来。16.Let me help you.我来帮您。17.There is no hurry.别着急。18.Ill be with you in a moment.我马上来。19.After you.您先请。GENERALUNIT 1:FINDING PLACES1 VOCABULARYfax传真miss错过colleague同事lift电梯g
40、et off下left左right右send发送take 乘then然后Front Office前台Business Centre商务中心2 PHRASES ON THE JOBCould you please tell me?Its on the second floor.请你告诉我好吗？在二楼。Its on the right side of the corridor.Turn left.在走廊的右边。左拐。3 LISTEN TO THE GUESTListen to the conversation between the staff and the guest and then fil
41、l in the blanks.1.The guest wants to send a .2.He should go to .3.He may go by .4.Its on the floor.4 TALKING TO THE GUEST:Staff:Good morning, madam. Can I help you?Guest:Yes. Could you please tell me where I can send a fax?Staff:You may go the Business Centre. My colleague there can do it for you.Guest:But where is the