酒店职业英语培训Housekeeping.ppt

1、酒店职业英语酒店职业英语(初级）初级）Hospitality EnglishHospitality English(Preliminary(Preliminary）Housekeeping 房务nDialogueDialoguenUseful Useful sentencessentencesnVocabularyVocabularyncompetitive competitive answering answering gamegamenHomeworkHomeworknReviewnSloganWarming upWarming upWarming upWarming upDialogue

2、DialogueDialogueDialogueGame&PracticeGame&PracticeGame&PracticeGame&PracticeReceptionReception 接待接待1.ListeningPracticeListentoMP3andfillintheblanksoftwodialogue.听录音，把两段对话遗漏的内容补充完整。PracticePracticeReceptionReception 接待接待PracticePracticeb.Receptionist:Goodafternoon,Mr.Banks.Itsnicetohaveyoustayingwith

3、usagain.Guest:Thankyou.ItsnicetobebackinHongKong,evenifIamonlystayingtwodays.Receptionist:HowwasyourflightfromLosAngeles?Guest:Fine.ButIcoulddowitharest.Receptionist:Well,therearejustacoupleofformalities.Howwillyoubepaying,Mr.Banks?Guest:WithUSdollartravelerscheque,Ithink.Receptionist:Fine,now,Could

4、youpleasefillinthisregistrationcard.Guest:Sure,noproblem.ReceptionReception 接待接待PracticePracticec.Guest:Goodevening.MynameisMrs.Yuan.IvejustarrivedfromSingapore.Myofficemadeareservation.Receptionist:WelcometoHongKong,Mrs.Yuan.Guest:Thankyou.Receptionist:NowletmeseeMm.Imafraidthereseemstohaveamistake

5、,Areyoutravellingwithyourfamily?Guest:No,Imhereinbusiness.Receptionist:Isee,soyoudontrequireafamilysuite,doyou?Guest:No,ofcoursenot.Mysecretarybookedadeluxesingle.Receptionist:Isee.Well,Ireallymustapologiesforthemistake.Doyouhaveafaxconfirmationofyourreservation?Guest:Yes,justonemoment.Yes,hereitis-

6、“onedeluxesingleroom”,foroneweek.Thatsuntilthe13th.Receptionist:Mm,Yes,Isee.Well,couldyoupleasecompletethisregistrationcardwhileIfindoutifthereareanydeluxesingleroomsstillavailable?Guest:Verywell,butthisreallyisnotmyfault.ReceptionReception 接待接待PracticePractice2.TranslationPractice高级大床房；豪华双人房；行政单人房；

7、总统套房Superior king-sized room;Deluxe twin room;Executive single room;Presidential suite.餐劵；优惠劵；服务费；定金；身份证；护照；收据/发票voucher;coupon;service charge;depositID card;passport;receipt/invoiceReceptionReception 接待接待1.洲际国际酒店集团（IntercontinentalHotelsGroup）旗下主要品牌：洲际Intercontinental皇冠CrownPlaza假日HolidayInn快捷Expre

8、ssbyHolidayInnSloganSlogan广告语广告语We know what it takes。明白所需，满足所想。明白所需，满足所想。Be yourself.自在自我。自在自我。2.万豪国际酒店集团公司（MarriottInternational,Inc.Hotels）旗下主要品牌：万豪（MarriottHotels&Resorts）J.W万豪（JWMarriottHotels&Resorts）万丽（RenaissanceHotels&Resorts）万怡（Courtyard）万豪居家（ResidenceInn）丽池卡尔顿（Ritz-Carlton）等等Thinking of y

9、ou!全心为你！全心为你！ReceptionReception 接待接待3.海逸国际酒店集团（HarborPlazaHotels&ResortsHotels）旗下主要品牌：HarborPlazaSloganSlogan广告语广告语A Experience to Remember!一次值得记住的经历！一次值得记住的经历！4.酒店管理集团（BestWesternInternational）旗下主要品牌：（最佳西方）BestwesternOur worldwide standard for service and amenities.我们国际化的标准服务为的是您的满意。我们国际化的标准服务为的是您的

10、满意。ReceptionReception 接待接待5圣达特国际集团（CENDANTCorporation）旗下主要品牌：豪生（HowardJohnson）天天（DaysInn）等等SloganSlogan广告语广告语Go anywhere.Stay here.不管您去哪里，请在这里停留。不管您去哪里，请在这里停留。6.希尔顿酒店集团公司（HiltonHotelCorporation）旗下主要品牌：希尔顿（HiltonHotel)港丽（ConradHotel）Travel is more than just a to b.旅行不仅是旅行不仅是A地到地到B地。地。The best value u

11、nder the sun.天下最划算的地方！天下最划算的地方！The luxury of being yourself.做高贵的你！做高贵的你！Situational Case Case：Making up the Room 情景：清洁房间Service procedure of cleaning the room服务程序Knock at the door gently three times轻轻敲门三次。Say:“Housekeeping.”说:客房服务人员。Ask the guest whether to come into the room.询问客人是否可进入房间。Greet the g

12、uest.打招呼问好Ask the guest whether to clean the room now.询问客人是否现在打扫房间 Start cleaning the room or postpone the time 开始打扫或延迟 Housekeeping 房务Listening to MP3 and referring to the below Chinese sentences,write the dialogue on the paperG：顾客R:客房服务员R:(敲门)我是客房服务员，可以进来吗？G:请进！R:早上好，先生。我现在可以清理您的房间吗？G:当然啦。R：请问需要洗尘

13、吗？G：不用，谢谢。(清理完房间）R：房间做完了。还有什么可以为您效劳吗，先生？G:不，谢谢！Housekeeping 房务DialogueDialogueHousekeeping 房务DialogueDialogueG：Guest R:Room AttendantR:(knocking at the door)Housekeeping!May I come in?G:Come in,please!R:Good morning,sir.May I make up your room now?G:Sure.R：Shall I vacuum the room?G：No,thanks.(清理完房间）

14、清理完房间）R：The room is done.Anything else I can do for you,sir?G:No,thanks.（2）Shall I come back later,sir?先生要我等会儿再来吗？先生要我等会儿再来吗？（3）What time would be better for you?您什么时间更合适呢？您什么时间更合适呢？（4）Please call the Housekeeping Centre when you want your room done.当您需要清理房间时，请给客房中心打电话？当您需要清理房间时，请给客房中心打电话？（1）Houseke

15、eping,May I come in?客房服务。我可以进来吗？客房服务。我可以进来吗？请求清理房间请求清理房间Housekeeping Housekeeping 房务房务Useful sentencesUseful sentences（2）May I tidy up your desk?我帮您整理一下书桌好吗？我帮您整理一下书桌好吗？（3）May I move this?我可以移动这个吗？我可以移动这个吗？（4）Sure,go ahead.好的，请吧。好的，请吧。（1）May I vacuum the room now?我可以吸尘吗？我可以吸尘吗？进房清理进房清理Housekeeping H

16、ousekeeping 房务房务Useful sentencesUseful sentences（2）请对方等候）请对方等候Just a moment,please.请稍等。请稍等。Thank you for your waiting,sir.您久等了，先生。您久等了，先生。Sorry to have kept you waiting.很抱歉让您久等了。很抱歉让您久等了。Could you wait a little longer,please?请您再等一会儿好吗？请您再等一会儿好吗？（3）拒绝）拒绝I am afraid I cant do that.How about不好意思，我恐怕没办法那样做。不好意思，我恐怕没办法那样做。（1）一般性的回答）一般性的回答I see,sir.我明白了，先生。我明白了，先生。Certainly,sir.好的，先生。好的，先生。对客人的回应对客人的回应Housekeeping Housekeeping 房务房务Useful sentencesUseful sentences（4）道歉）道歉I am very sorry for the delay/i