课程门户-章节详情

李晨晨

1 Unit 1 Making Room Reservations
- 1.1 Practice 1 Making an FIT Reservation
- 1.2 Practice 2 Making a Group Reservation
- 1.3 Practice 3 Changing a Reservation
- 1.4 Practice 4 Cancelling a Reservation
- 1.5 预订房间
2 Unit 2 Checking In
- 2.1 Practice 1 Checking in a Guest with a Reservation
- 2.2 Practice 2 Checking in a Walk-in Guest
- 2.3 Practice 3 Checking in a Group
- 2.4 登记入住
3 Unit 3 Extending the Stay and Changing the Room
- 3.1 Practice 1 Extending the Stay
- 3.2 Practice 2 Changing the Room
- 3.3 延宿
4 Unit 4 Dealing with a Complaint and on the Guest's Request
- 4.1 Practice 1 Meeting the Guest's Request
- 4.2 Practice 2 Dealing with a Complaint
- 4.3 处理投诉和满足客人要求
5 Unit 5 Foreign Currency Exchange
- 5.1 Foreign Currency Exchange
- 5.2 外币兑换
6 Unit 6 Checking Out
- 6.1 Practice 1 Checking Out by Credit Card
- 6.2 Practice 2 Checking Out in Cash
- 6.3 Practice 3 Checking Out by Traveler's Check
- 6.4 结账退宿
7 Accompanying the Guest
- 7.1 Accompanying the Guest to the Front Office
- 7.2 Accompanying the Guest to the Room
8 Introducing the Facilities and Services
- 8.1 Introducing the Facilities and services
9 Other Concierge Services
- 9.1 Practice 1 Receiving a Guest at the Airport
- 9.2 Practice 2 Calling a Taxi for the Guest
- 9.3 Practice 3 Helping the Guest with the Luggage
10 Unit 10 Cleaning the Room
- 10.1 Practice 1 Cleaning the Room Now
- 10.2 Practice 2 What Time Can I Clean the Room
11 Unit 11 Turn-down Service and Extending a Bed Service
- 11.1 Practice Turn-down the Bed and Asking an Extra Bed
12 Unit 12 Laundry Service
- 12.1 Practice 1 Introducing Laundry Service
- 12.2 Practice 2 Quick Service
13 Unit 13 Room Service
- 13.1 Practice 1 Booking the Room Service by Telephone
- 13.2 Practice 2 Sending the Ordered Breakfast to the Guest's Room
14 Unit 14 Maintenance Service
- 14.1 Practice 1 Complaining About the Bathroom Problem
- 14.2 Practice 2 Repairing the Bathroom Facilities
15 Unit 15 Other Housekeeping Services
- 15.1 Practice 1 Showing How to use Electric Appliances
- 15.2 Showing How to Use the Room Safe
16 Unit 16 Table Reservation
- 16.1 Practice 1 Booking a Table
- 16.2 Practice 2 Booking a Private Room
- 16.3 Practice 3 Reserving the Banquets
17 Unit 17 Serving in the Restaurant
- 17.1 Practice 1 Serving Breakfast
- 17.2 Practice 2 Serving the Buffet
- 17.3 Practice 3 Serving Chinese Food
- 17.4 Practice 4 Serving Western Food
18 Unit 18 General Service
- 18.1 Practice 1 Leading in the Guest
- 18.2 Practice 2 Taking Orders and Serving Wines
- 18.3 Practice 3 Paying the Bill
- 18.4 Practice 4 Communicating with the Guest
19 Unit 19 Dealing with Unexpected Events
- 19.1 Practice 1 Handling a Complaint About Bar Service
- 19.2 Practice 2 Handling a Drunken Guest
20 Unit 20 Telephone Operator
- 20.1 Practice 1 Making an International Call
- 20.2 Practice 2 Connecting an Incoming Call
21 第二十一单元
- 21.1 第一课时
- 21.2 第二课时
22 第二十二单元
- 22.1 第一课时
- 22.2 第二课时
23 第二十三单元
- 23.1 第一课时
- 23.2 第二课时
24 第二十四单元
- 24.1 第一课时
- 24.2 第二课时
25 第二十五单元
- 25.1 第一课时
- 25.2 第二课时
26 第二十六单元
- 26.1 第一课时
- 26.2 第二课时
27 第二十七单元
- 27.1 第一课时
- 27.2 第二课时
28 第二十八单元
- 28.1 第一课时
- 28.2 第二课时
29 第二十九单元
- 29.1 第一课时
- 29.2 第二课时
30 第三十单元
- 30.1 第一课时
- 30.2 第二课时
31 酒店英语
- 31.1 超星学生使用说明和课程简介
  - 31.1.1 超星学生使用说明
  - 31.1.2 课程标准
  - 31.1.3 课程导学
  - 31.1.4 课程考核说明
  - 31.1.5 课程教学团队
- 31.2 第一周 Room Service
  - 31.2.1 本章学习目标和学习任务书
  - 31.2.2 整理房间与客人的沟通
    - 31.2.2.1 整理房间前的沟通（making up rooms）
    - 31.2.2.2 整理房间投诉及解决
  - 31.2.3 房间整理英语练习题1
- 31.3 第二周 laundry Service 洗衣服务
  - 31.3.1 本章学习目标和学习任务书
  - 31.3.2 热身英语（关于衣物的表达）
  - 31.3.3 洗衣服务沟通
  - 31.3.4 本章小测验
- 31.4 第三周 Miscellaneous Service
  - 31.4.1 客房送餐服务
  - 31.4.2 Morning call service
  - 31.4.3 小测验
- 31.5 第四周 Dealijng with Emergencies
  - 31.5.1 Warming up
  - 31.5.2 卫生间的问题
  - 31.5.3 客人受伤
- 31.6 第五周 Beverage Servcie I
  - 31.6.1 本周重难点及学习任务
  - 31.6.2 Warming up（fast food restaurant ）
  - 31.6.3 Beverage
- 31.7 第六周 Beverage Service II
  - 31.7.1 liquor （Bar Service）
  - 31.7.2 quiz
- 31.8 第七周 Sales Department
  - 31.8.1 Sales Department
  - 31.8.2 酒店术语测验
- 31.9 第八周 Handling Complaints
  - 31.9.1 投诉对话与常见表达
  - 31.9.2 情景英语（投诉解决）
  - 31.9.3 复习
- 31.10 第九周 Convention Service I
  - 31.10.1 会务员clerk
  - 31.10.2 投影仪租赁和参会人数
- 31.11 第十周 Convention Service II
  - 31.11.1 会议相关词汇
  - 31.11.2 酒店会议常见句子
  - 31.11.3 酒店会议服务情景对话
  - 31.11.4 扩展学习
- 31.12 第11周 shopping
  - 31.12.1 订购机票
  - 31.12.2 参加旅游旅游行程
  - 31.12.3 喝咖啡
  - 31.12.4 在酒店美容美发室
- 31.13 第12周 English for hotel jobs
  - 31.13.1 Qualifications for hotel jobs
  - 31.13.2 Stories from hotel people
  - 31.13.3 Applicaiton for jobs
- 31.14 第13周中外文化差异（计量单位）
  - 31.14.1 中英计量单位介绍与对比
  - 31.14.2 英文计量单位扩展学习
- 31.15 第14周酒店实战英语篇（一）
  - 31.15.1 客房总机实战英语
  - 31.15.2 concierge实战英语
- 31.16 第15周酒店实战英语篇（二）
  - 31.16.1 前厅英语实战篇
  - 31.16.2 预订实战篇
- 31.17 第16周复习

Practice 1 Showing How to use Electric Appliances

How to use the electric facilities in the room

怎样使用房内电器

In a lot of five-star hotels, the room facilities are introduced by the floor atten dant. Forsome guests, how to use the electric facilities may be a problem. It will take them sometime to understand how to use them. So if the students practice in these hotels, when youintroduce the room facilities to the guest, you can pay more attention to explaining how to use the electric facilities.
在许多五星级酒店，房间设备是由楼层服务员来介绍的。对于某些客人而言，怎样使用电器设备会是一个问题，他们需花上一定的时间来弄清楚怎样使用这些房间的电器设备。所以同学们在这些酒店实训，当介绍房间设施时，可以将重点放在如何使用电器设备上。

If the guest doesn't know how to use the electric facilities in the room, show niuse it carefully or give some explanations.
如果客人不会使用房间电器设备，给客人演示或解释

How to use the safety deposit box in the room
怎样使用房间内保险箱

Ask the guest to open the safe and set the new code when"Open"is showed; put the documents and valuables inside and the safe will be locked when closed.
告知客人打开保险箱，见到“Open”字样时设定新密码;然后放入文件和贵重物品，关上
门，保险箱就锁上了。

Warn the guest to remember the new code in order to open it smoothly.
告诚客人记住自己设置的密码以便自己顺利地打开它。

Practice 1 Showing How to Use Electric Appliances

实训项目1教客人如何使用电器设备(设施)

Task of Service Practice实训任务

Show the guest how to make an outside call. 告知客人怎样打外线电话。

Show the guest how to use the air conditioner. 告知客人怎样使用空调。

Press the button on the up-right corner in order to turn on the TV.

按右上角的按钮，就可以打开电视。

The electric shaver of the guest is operated by 110 volts.

客人的电动剃须刀要用110伏电源

The hotel has prepared transformers to loan to the guests. Li Lin will fetch one for him.

酒店为客人准备了变压器，李林为客人拿来一个。

Service Practice服务实训

Li Lin, a housekeeper

White: Mr White, a guest

Li: Welcome to our hotel, Mr WIhite. I'm the room attendant. My name is Li Lin. Is there anything I can do for you?

欢迎您光临我们酒店， White先生。我是客房服务员李琳，有什么需要我做的吗?

White: Yes. Would you please show me how to use some of these devices?
请告诉我怎样使用房间的一些电器设备，好吗?

Li: Certainly.当然可以。

White: How can I make an outside call? 怎样打外线电话?

Li: Please dial 9"first, and then dial the telephone number you want.

请先拨“9”，然后再拨你要的电话号码

White: How about the air-conditioner? 怎样使用空调?

Li: This is the temperature control of the air-conditioner. You can turn it to adjust thetemperature as you like.
这是空调的温度控制开关，您可以随意旋转来调节温度。

White: I like watching TV in the evening.晚上我喜欢看电视。

Li: Just press the button on the upper-right corner in order to turn on the TV. Thereare 50 channels.
按右上角的按钮，就可以打开电视，有50多个频道。

White: My electric shaver operates at 110 volts.我的电动剃须刀需要用110伏电源。

Li. The electrical current in your room is 220 volts. But we have prepared transformers
to loan for the guests. I'il bring you one at once.

您房间的额定电压是220伏，不过我们为客人准备了变压器，我马上去给您拿一个。

White: I'd appreciate that.谢谢。

Li:You're welcome. I'm always at your service.不用客气，我愿意随时为您服务。

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