资源简介

(共41张PPT)
Chapter Three
English at the Hotel
In this chapter, you will learn:
how to help the guests confirm the reservation and check in;
how to introduce the hotel service and facilities to the guests;
how to help the guests check out;
how to write an e-mail making a room reservation.
Part one —— Open Your Toolkit
Situation I —— Check-in
Situation II —— Money Exchange
Situation I —— Background Information
After the tourists arrive at the Hotel, things that the Guide should do are:
Help them check in;
Introduce them to the location of the main facilities of the hotel;
Help the tour leader put the room numbers on the luggage and have the luggage sent to the rooms as soon as possible, after the luggage arrives at the hotel;
Situation I —— Background Information
Inform the floor attendant immediately and actively assist him in solving the problem, if tourists find their rooms dirty and in disorder, or they are having some other problems;
Tell the chef or the waiters of the restaurant how many people are in the group, who will be having the meal and any special requirements;
Tell the tourists when they are to have the meal, any special arrangements for Chinese and Western meals and the supply of drinks, etc. show the tourists to the restaurant when they have their first meal in the hotel.
Situation I
R: the Receptionist G: the Guide T: the Tourist
R: Good morning! Welcome to our hotel! Can I help you
G: Good morning! We are a tour group of 12 people. I’m the tour guide of the group. My name is Zhang Hai, from Beijing Travel Service. We reserved four rooms for three the day before yesterday.
R: Just a minute, please. I’ll check the reservation record.
(She speaks again after checking the reservation record.)
Yes, we have a record of your reservation here. It is four rooms for three for six nights, starting today. And you’re scheduled to check out on October 2nd. Is that right
G: Yes, you’re right. Two rooms are for men and the other two for women.
R: Your rooms are 501 and 502 for women, 603 and 604 for men. Would you like to fill in the registration forms for the group, please
Situation I
G: Sure. Thank you. By the way, the rate of the rooms is 180 Yuan per room per night. That is 60 Yuan per person per night. Is that right
R: Yes, that’s right.
G: Here are the completed registration forms.
R: Thanks. May I see your ID cards, please
G: Certainly.
(The guide and the tourists show their ID cards to the receptionist.)
R: Thanks. And here are the keys for rooms.
G: Thank you. Is there a telephone in each room
Situation I
R: Yes, all of our rooms have phones. You can make IDD calls and send faxes or telegrams in the hotel. If you need any assistance, please call the front desk.
T: That’s wonderful. We would like to call our families tonight.
G: The hotel also offers money exchange service and laundry service.
T: I think we’d all like to have a bath and change our clothes.
Situation I
R: If you want to have your clothes washed, just put them in the laundry bag in your bath room. It will be collected in the morning and returned the following morning. If you are ready now, the bell boy will take you to your rooms.
G: OK. Let’s go to see our rooms.
Situation I ---- Vocabulary
check in 入住登记
receptionist n. 接待员
reserve vt. 预订
reservation n. 预订
schedule vt. （时间的）预定、安排
check out 结账离店
fill in 填写
registration n. 登记
rate n. 价格；费用；比率
assistance n. 帮助，协助
laundry n. 洗衣店；要洗的衣服；洗好的衣服
bell boy 行李员
Situation I ---- Notes
We reserved four rooms for three the day before yesterday.
前天，我们预订了四个三人间。
And you’re scheduled to check out on October 2
你们计划十月二日离店。
Would you like to fill in the registration forms for the group, please
请您填写团队入住登记表，好吗？
You can make IDD calls and send faxes or telegrams in the hotel.
在酒店您可以拨打国际直拨电话、发传真或电报。
Situation I ---- Notes
If you need any assistance, please call the front desk.
如果您有任何需要，请致电前台。
The hotel also offers money exchange service and laundry service.
酒店还提供货币兑换和洗衣服务。
If you have some clothes to be washed, just put them in the laundry bag in your bath room.
请您将要洗的衣物装在卫生间的洗衣袋中。
Situation II Money Exchange
Situation II —— Background Information
The skill points for a tour guide helping the tourist exchange foreign currency:
Since the exchange rate is exchanging every day, firstly you should explain today’s exchange rate very clearly to the tourist.
Seeing the passport of the tourist, you need to get the information as to the name, nationality and the passport number.
When filling in the exchange memo, ask the tourist to fill in his passport number, the total sum, room number or permanent address and sign his name.
Ask the tourist to keep the memo well, and remind the tourist to show it at the customs when he / she goes back to his / her country.
Situation II
D: Derek, a tourist G: the Guide C: the Cashier
D: Excuse me! Can you spare a moment
G: Sure. I’m exceedingly willing to help you.
D: Can U. S. dollars be used in Mainland China
G: Oh! Only some hotels and department stores accept American dollars. So I think that you had better change some dollars into RMB.
D: What is the rate between the U.S. dollars and RMB at present
G: According to today’s rate of exchange, one dollar is equal to 8.30 RMB.
Situation II
D: But where can I change American dollars into RMB
G: I am about to refer to these things. For example, never exchange your money with individuals you don’t know; and before you exchange money, you will fill in the Foreign Currency Exchange Form. If you need help, you can follow me to the Front Desk to exchange your money.
D: It’s very kind of you. Thank you.
（The tour guide and Derek come to the Front Desk.）
C: Good afternoon. Is there anything I can do for you
G: Mr. Derek would like to exchange U.S. dollars into RMB. Here is his passport.
C: Please fill in the exchange memo.
Situation II
G: Mr. Derek, be careful to fill in your passport number, the total sum and your room number or permanent address, and sign your name here as well.
D: Here you are. Is that all right
C: That’s right. Thanks. Here is your money. Please count it. Here’s your memo.
G: Mr. Derek, please keep your memo well. You are required to show it at the customs when you go back to your country.
D: No problem. By the way, how can I change my RMB left back into U.S. dollars when I go back to my country
G: You can change it back into U.S. dollars at the Bank of China or the Airport Exchange Office, and there you are required to show the memo, too.
D: I know. Thanks for your help.
G: You’re welcome.
Situation II ---- Vocabulary
cashier n. 出纳员，收银员
spare vt. 空余，多余
exceedingly adv. 非常，极端地
department store 百货商店
equal adj. 相同的，相等的
refer to 涉及，提及
individual n. 个人；个体
passport n. 护照
sum n. 总和，总数；一笔（金额）
permanent adj. 永久的，不变的
customs n. 海关
Situation II —— Notes
Can you spare a moment
请问您现在有空吗？
I’m exceedingly willing to help you.
我非常愿意为您提供帮助。
What is the rate between the U.S. dollars and RMB at present
现在美元与人民币的兑换比率是多少？
…before you exchange money, you will fill in the Foreign Currency Exchange Form.
兑换货币前，请填写外汇兑换申请表。
Situation II —— Notes
…be careful to fill in your passport number, the total sum and your room number or permanent address, and sign your name here as well.
请仔细填写护照号码、兑换金额、房间号或永久性地址，并在这里签名。
You are required to show it at the customs when you go back to your country.
您回国时，在海关需要出示外汇兑换水单。
You can change it back into U.S. dollars at the Bank of China or the Airport Exchange Office, and there you are required to show the memo, too.
您可以在中国银行或机场外币兑换处兑换回美元，兑换时您还得出示这张兑换水单。
Part Two — Practice the Following
Listening Practice
Role play
Matching
Practical Reading
Translation
Writing
Listening Practice
Listen to the dialogue carefully, and answer the following questions briefly.
What does the woman want
When is breakfast served
At what time does the woman want her breakfast served
What kind of juice does the hotel have
What kind of juice does the woman order
What else odes she order
Where is the maid asked to put the breakfast
What does the maid offer to do for the woman
Who will pour the coffee
Role-play
You are the local guide accompanying Happy Tour Group, consisting of 26 members. You have just arrived at the hotel and are ready to check in.
Matching —— Match the names of the following world-famous hotels with their logos
A. 希尔顿酒店
B. 万丽酒店
C. 凯宾斯基国际酒店
D. 喜来登酒店
E. 香格里拉酒店
F. 凯悦酒店
G. 皇冠假日酒店
H. 假日酒店
I. 快捷酒店
Matching —— Match the names of the following world-famous hotels with their logos
A. 希尔顿酒店
B. 万丽酒店
C. 凯宾斯基国际酒店
D. 喜来登酒店
E. 香格里拉酒店
F. 凯悦酒店
G. 皇冠假日酒店
H. 假日酒店
I. 快捷酒店
Matching —— Match the names of the following world-famous hotels with their logos
A. 希尔顿酒店
B. 万丽酒店
C. 凯宾斯基国际酒店
D. 喜来登酒店
E. 香格里拉酒店
F. 凯悦酒店
G. 皇冠假日酒店
H. 假日酒店
I. 快捷酒店
Matching —— Match the names of the following world-famous hotels with their logos
A. 希尔顿酒店
B. 万丽酒店
C. 凯宾斯基国际酒店
D. 喜来登酒店
E. 香格里拉酒店
F. 凯悦酒店
G. 皇冠假日酒店
H. 假日酒店
I. 快捷酒店
Matching —— Match the names of the following world-famous hotels with their logos
A. 希尔顿酒店
B. 万丽酒店
C. 凯宾斯基国际酒店
D. 喜来登酒店
E. 香格里拉酒店
F. 凯悦酒店
G. 皇冠假日酒店
H. 假日酒店
I. 快捷酒店
Matching —— Match the names of the following world-famous hotels with their logos
A. 希尔顿酒店
B. 万丽酒店
C. 凯宾斯基国际酒店
D. 喜来登酒店
E. 香格里拉酒店
F. 凯悦酒店
G. 皇冠假日酒店
H. 假日酒店
I. 快捷酒店
Matching —— Match the names of the following world-famous hotels with their logos
A. 希尔顿酒店
B. 万丽酒店
C. 凯宾斯基国际酒店
D. 喜来登酒店
E. 香格里拉酒店
F. 凯悦酒店
G. 皇冠假日酒店
H. 假日酒店
I. 快捷酒店
Matching —— Match the names of the following world-famous hotels with their logos
A. 希尔顿酒店
B. 万丽酒店
C. 凯宾斯基国际酒店
D. 喜来登酒店
E. 香格里拉酒店
F. 凯悦酒店
G. 皇冠假日酒店
H. 假日酒店
I. 快捷酒店
Matching —— Match the names of the following world-famous hotels with their logos
A. 希尔顿酒店
B. 万丽酒店
C. 凯宾斯基国际酒店
D. 喜来登酒店
E. 香格里拉酒店
F. 凯悦酒店
G. 皇冠假日酒店
H. 假日酒店
I. 快捷酒店
5.
7.
Practical Reading
Read the passage carefully and choose the best answer for each question.
1. What is the main idea of the passage above
A. Closing the tour is less important than starting one.
B. Guiding a tour is a hard job.
C. As a guide, he or she must be exhausted.
D. Closing a tour is also important.
Practical Reading
2. Based on the passage, which statement is true
A.An unfavorable last impression won’t ruin what you have achieved
before.
B. Guests normally only have the first impression in their mind.
C.Depart services offer you the right time to remedy the inadequacies
of your service.
D.The first time is the only opportunity to form a favorable impression
on a tour guide.
3. Based on the passage, which statement is false
A.You must take every reasonable effort to ensure everything goes
ahead perfectly.
B. You should not put sufficient time and thought to deal with it.
C. The departure services include pre-departure and departure service.
D. Closing the tour can be a confusing process for a novice.
Translation
A. Translate the following sentences into English
1、先生，请您带上您的房间卡和钥匙，并确保始终将房间卡带在身上。
2、当您退房时，请您把您的房间卡和钥匙放在接待处。
3、让我帮您提行李。
4、如有任何需要，请随时叫我。
5、这是外汇兑换水单，请填上您的姓名以及需要兑换的金额。
B. Translate the following into Chinese
As a local tour guide, what you should do to help go through hotel check-out formalities The first thing you’d better begin with is to check the total number of the checked luggage with the national guide and tour leader and then transfer them to the bellboys in the hotel. Then, collect the keys and return them back to the reception counter of the hotel. Besides, be ready to offer your help to solve the problems happened between the hotel and the tourists, if there is any. Finally, it’s your duty to remind the tourists of bringing along all their personal belong, especially valuable stuffs.
Writing: E-mail
E-mail, the short form for electronic mail, is one of the major functions of the internet. It is now the most popular means of written communication. You can send a message to anyone in the world who has an e-mail address within a very short time.
The e-mail head includes:
To Name, title / department / company and e-mail address of the recipient
From Name, title / department / company and e-mail address of the writer
Subject Telling what the e-mail message is mainly about
Date Day / Month / Year
The body includes:
The message written in short paragraphs
An indication of what is attached to this message
Part three Know Something about Social Etiquette
Greeting Etiquette
Shanghai Travel and Tour’s Guide
The Bund
The Yu Garden
People's Square
The Orient Pearl TV Tower

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