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《酒店英语》实验课程指导书实验项目一预定客房（学时）Room Reservations6
一、实验目的了解前厅服务重要性和作用掌握预订服务在酒店经营中的重要性和作用了解和掌握预定服务的来源（公司客户、团体客户、休闲客户和散客）、预定类型（临时性、确定性和保证性预定）的相关常用英语表达和惯用语明确自己的工作职责，掌握客房类型的相关术语和表达
二、实验原理或方法、手段讲授、任务型教学
三、主要仪器设备及耗材前厅服务工作台、电脑、电话、模拟训练相关资料等
四、学生课前准备事项、对前厅服务过程做基本的了解
1、了解和掌握预定服务的相关常用英语表达和惯用语2
五、实验内容及步骤预定客房Room Reservation、掌握电话预定、团体预定、门市预定和散客预定、取消或修订1预订等电话服务用语，熟悉预订服务特有的词汇和表达法，掌握客房类型的相关术语和表达、呈现相关的词汇和表达法，由学生分别进行角色扮演
21.A GroupReservationScene1:Suppose you are atour guide,you arecalling to the GreatWall HotelinHangzhou to make a group reservationfor the guests fromThe UnitedStates.Tips:
1.Your grouphas30people and you want to reserve15twin-bed roomswith abath
2.The timeis Augst20to
243.You needto have a meetingon theafternoon ofAugust23,from3:00p.m.to5:00p.m.
2.An FitReservationScene2:Suppose you are Mrs.Houston,you willmake a reservation ina hotelbyphone.You arecalling to the ShanghaiInternational Hotelto make a roomreservationfrom October16,h to20,h.The receptionistanswers yourphone andhelps youreserve.Tips:
1.You needa single room withshower.
2.The room rate is300-500Yuan RAM.
3.You needpay adeposit.
4.You needpick upservice at the airport.
三、主要仪器设备及耗材餐厅服务工作台、餐厅、模拟训练相关资料等
四、学生课前准备事项对点菜服务过程做基本的了解、了解和掌握中餐、西餐、饮料和酒的相关常用英语表达和惯用语2
五、实验内容及步骤点菜服务Taking Orders、对如何对顾客进行中餐、西餐点菜服务进行模拟训练，掌握其不同的基本1工作程序，掌握点菜服务特有的词汇和表达法呈现相关的词汇和表达法，由学生分别进行角色扮演Taking Ordersat aWestern RestaurantScene1:Mr.Smith andhis friendscome toa westernrestaurant to have supper.Thewaiter welcomesthem andserves themyour billin the hotel.Tips:
1.They dontwant to have tabledhote,but ala carte.
2.They orderbeef steaksome itwell done,under down,others rare,dicedchicken withpepper blackbeans,lobser,lamb chopand fruitsalad.
3.They order10bottle of beer,whiskey formen,some softdrinks forladies.
4.We servethese beers,San Miguel,Carlsberg,Lowenbrau,Sun Tory,BlueRibbon andFive star,which onedo you prefer
2.Taking Ordersat aChinese RestaurantScene2:Mr.Bellow andhis friendswant to try some Chinese food,the waiterrecommends someChinese food to them.Tips:
1.TheyM like to trysome realChinese cuisine.But theyhave noidea aboutit.The waiterrecommendssomeChinese foodto them
2.They havesome specialdishes-Mapo beancurd,water-cooked fish,double-cooked pork,tender boiledchicken withsoy sauce,steamed ReevesShad,pepper saltfriedspareibs
3.The soup:wild mushroomsoup,pork ribsand tunipsoup,stewed mushroominchecken souptomatoand eggsoup,vegetables
4.They wantchampagneand brandyUseful Expressions
1.Good evening,sirs.Would you like totake yourorder now
2.Do you have areservation Yeah,we have areservationunder Mr.Smith forfourpeople.
3.Wed like totrysome realChinese cuisine.But we have noidea aboutit.What would you recommend
4.Would you like to have tabledhote,or ala carte
5.We offerspecial menusfor differentdiets.
6.Why nottry ourbuffet dinner
7.Would you like atable in the hallor ina privateroom
8.How manypeople arethere inyour party
9.Do youhave anyspecial requirementsfor thecelebration
10.Could you please tell me inwhose name was the reservation!made
11.T mafraid thattable isreserved for8p.m.
12.We donthave avacant tableat themoment.
13.Tm sorry.The tableby thewindow hasbeen reserved.
14.Would you like to have tabled hote,or ala carte
15.Which flavorwould you prefer,sweet orchilly
16.Would youlike totry ourHouse Specialty
17.Today9s specialis with a20%discount.
18.What would youlike to drinkwe have a greatvariety ofwines.Which kind ofthem doyouprefer
19.Would youlike youbeer draughtor bottle
20.Would youlike yourcoffee withmilk andsugar
21.With iceor withoutice,sir
22.1do apologizefbr givingyou the wrong dish.Til heatit upfbr you at once.
23.Tm terriblysorry.I willgo to check itout andbring itto youas soonas possible.
24.Could Ioffer youa complimentarydrink
25.Please acceptour apologies.I assureyou thiswont happenagain.
六、实验注意事项实训过程中，学生应遵守相关教学制度教学道具不得带离教学现场，如若造成教学设备的损坏以及教学道具遗失的需照价赔偿实验项目六处理投诉（学时）Dealing withComplaints4
一、实验目的、对客人对酒店的投诉有一个总的了解，正确对待和处理客人投诉，掌握和1了解酒店各部门的设备状况、明确自己的工作职责，掌握处理客人投诉的程序和步骤，避免指责、争2论，力争成功解决客人投诉的问题，以树立酒店良好的形象、有良好的沟通能力和语言表达能力，能熟练运用处理投诉相关的常用英语3表达和惯用语
二、实验原理或方法、手段讲授、任务型教学
三、主要仪器设备及耗材前厅工作台、电脑、电话、模拟训练相关资料等
四、学生课前准备事项、对酒店客人常见的投诉问题有基本的了解
1、了解和掌握处理投诉服务的相关常用英语表达和惯用语2
五、实验内容及步骤处理投诉Dealing withComplaints、分别对客人对房间设施、上错菜的投诉进行模拟训练，掌握基本工作程序，1掌握处理投诉特有的词汇和表达法，注意工作态度和语言交流的方式、呈现相关的词汇和表达法，由学生分别进行角色扮演
21.Complaining aboutRoom FacilitiesScene1:Suppose you are areceptionist atService Center,a guestphones to you tocomplainabout theair-conditionner inhis roomin the hotel.Tips:
1.You firstlisten carefullyto the guest with a smilingface.
2.You comfortthe guestwith softwords.
3.You tellthe guestthat youwill ask the managerto dealwith theproblem.
4.The managerfirst sayssorry to theguestand thenwill send an engineerstraightup tothe guesfs roomtohave a lookat theair-condintioner.
5.The guestaccepts themanagers suggestionto dealwith theproblem.
2.Complaining aboutMis-servingScene2:Suppose youare ahead waiter,a guest,Mr.White comes to youto complainaboutthe mis-serving in the restaurant.He ordersa well-down steak.But the waiter giveshima raredown steak.He asksthewaiterwhether theymakeamis-serving.Youapologize to Mr.White forgiving himthewrong dish.You promiseto change itimmediately.Tips:
1.You comforttheguestand tellhim youwill dealwith the matterimmediately.
3.It will take10minutes toprepare anew well-down steak.
4.Mr.White will have aappointment at7:00but nowit is6:
45.
5.The headwaiter apologiestoMr.White anddecides toasktheRoomService toserve Mr.White thewell-down steakas asnack at9:30without payment.
6.Mr.White expressedhis thanks.Useful Expressions
1.The room is ina mess/too noisy.
2.The windowcurtain isful ofdust.
3.The pillowcases arestained
4.There isno hotwater/water boiler.
5.The bathtub/water closetis dirty.
6.Whats problem,sirCan Ibe ofassistance
7.Im terriblysorry to hear that.
8.This isquite unusual.I willlook intothe matter.
9.1will getyou anotherone.
1.I willhave themprepare anotherone.Would youlike somedrinks whileyouarewaiting
11.Shall Ihave thedish cookedagain
12.1willtaketothechef andsee whathe cando.
13.Im terriblesorry.I cangive yousomething elseif youdlike.That willbe on the，house ofcourse.
14.Would youlike totry somethingelse with our compliments,course.
15.1will seeabout yourorder.Would youlike someappetizer whileyouarewaiting
16.Tm sorry,sir.Please excuseher.We arevery busytoday.
17.1am sorry,sir.We areshort ofhands today.Would you please havea drinkfires.
18.Tm sureeverything willbe rightagain nexttime you come.
19.Fm sorrytohearit.please beassured thatwe willlook intothematter.Out chefisvery particular.
20.How abouta deliciousdessert then,withourcompliments
11.1have everyconfidence inour chef.Just giveus anotherchance,andyouwillfind thisrestaurant reallylives upto itsname.
22.1do apologizefbr givingyou thewrongdish.Ill heatit upfbr youat once.
23.Tm terriblysorry.I willgo tocheck itout andbring ittoyouas soonaspossible.
24.Could Ioffer youa complimentarydrink
25.Please acceptour apologies.I assureyou thiswont happenagain.
六、实验注意事项实训过程中，学生应遵守相关教学制度教学道具不得带离教学现场，如若造成教学设备的损坏以及教学道具遗失的需照价赔偿
5.Your arrivaltime anddeparture time.
3.Revising theResevationScene3:Suppose youare JackWilson,the secretaryof theHua XiaTradingCompany.You havebooked tworooms fromOct.12to14for Mr.and Mrs.Smith and theirtwo childrenin KaiBin Hotel.You willcall tothe Front Office torevise your reservation.Tips
1.Change twodeluxe doublesto onefor theSmiths fromOct.14to18because of their childrensabsence.
2.If possibleThe Smithswant toupgrade asuit.They want tohavea Spanishsuite.Useful ExpressionsWhat kindof room would youlike prefer
2.What kindof roomwould youlike Wehave singlerooms,double rooms,standard rooms,suites anddeluxe suites.
3.We dohave suitesin British,French,Spanish,Japanese andpresidential style,Which doyouprefer
4.Do yougive anydiscount
5.A double room with a frontview is140US dollarsper night
6.A doubleroom witha rear view is115US dollarsper night
7.Could youtell meunder whosename wasthe reservationmade
8.May Ihave yourname andphone numbers,please
9.How longwill yoube staying
10.Would youplease fillin thisregistration form,sir
11.Do youhave anyvacancies vacantrooms
12.Im verysorry wehave noroom available.But Ican recommendyou anotherhotelhere.
13.We wontbe ableto guaranteeyouaroom fbr...date
14.A singleroom isUS$80per night,witha15%service charge.
15.We offer10%discount forgroup reservation.
16.What creditcard doyou holding,sir
17.Can Ipay withtravellers cheques
18.You haveto changethe US dollars into RMB atthe exchangecounter over there.
19.The creditlimit bythe visacard officeis$10,000,we needtheir permissiontoextend creditover theamount.Would youlike to pay differencein cash
20.1would like to confirmyourreservation.A doubleroom withbath fromSeptember30th toOctober3rd.Is thatright
六、实验注意事项实训过程中，学生应遵守相关教学制度教学道具不得带离教学现场，如若造成教学设备的损坏以及教学道具遗失的需照价赔偿实验项目二登记入住（学时）Check in4
一、实验目的掌握登记入住服务在酒店经营中的重要性和作用了解登记入住的程序，掌握预定入住客人的入住程序（包括团体入住和贵宾入住），处理有客房时的散客入住程序以及未有客房时对散客的服务操作程序明确自己的工作职责安排入住客人的房间、发放房间钥匙；联系行李部把客人行李运送至房间；登记客人叫早服务、交通安排以及其他的要求；处理客人投诉掌握各种不同的房价类型的相关常用英语表达和惯用语
二、实验原理或方法、手段讲授、任务型教学
三、主要仪器设备及耗材前厅服务工作台、电脑、电话、模拟训练相关资料等
四、学生课前准备事项对登记入住服务过程做基本的了解了解和掌握登记入住服务的相关常用英语表达和惯用语
五、实验内容及步骤登记入住Check in、分别对如何接待预定入住客人的入住程序（包括团体入住1和贵宾入住），有客房时的散客入住程序以及未有客房时对散客的服务操作程序进行训练，掌握其不同的基本工作程序，掌握客人登记入住服务特有的词汇和表达法，掌握不同的房价类型的相关术语和表达、呈现相关的词汇和表达法，由学生分别进行角色扮演2Checking in for theGuest witha ReservationScene1:Suppose youare areceptionist,youarereceiving Mr.Smiths checkingin atthereception deskin the hotel.He hasmade areservation fromThe UnitedStates.Tips:
1.Mr.Smith hasreserved a doubleroom withabath fromJan.8th to12th
2.Mr.Smith wantsto changea doubleroom witha frontview for adoubleroomwith a rearview
3.fill outthe registration form,including name,address,nationality,passportnumber,signature anddate ofdeparture.Checking infor aGroupScene2:Suppose youare atour guide,youhavemade areservation fromJuly15th to18th fora groupof20people ina hotelby phone.Now youare checkinginfor the group.The receptionistis receivingyou.Tips:
1.You showthe namelist with the group visa.
2.You have10twin roomswith showerforJuly15th to18th
3.The roomrate is300Yuan RAMper night.
4.You needmorning-call servicesat7:00tomorrow morning.
5.You takethe roomcard andthe vouvhersfor breakfastserved attheSpring Hallon thesecond floor.
3.Receiving aWalk-in GuestScene3:Suppose youare JackWilson,you come to KaiBin Hoteltohavea singleroom for six nights from Dec.5th to10th.The receptionistreceives you.Tips
1.You haventmade areservation,but you want tohaveasingleroom withbath forsixnightsfromDec.5th to10th.
2.You dontwanttohave onefacing thestreet becauseyouwanttohavea soundsleep.
3.the roomrate is580RMB per night
4.You askthe receptionistwhether theyhave anydiscount fora longstay.Useful Expressions
1..What kindof roomwould youlikeprefer
2.What kindofroomwould youlike Wehave singlerooms,double rooms,standardrooms,suites anddeluxe suites.
3.A doubleroomwitha frontview is140US dollarsper night
4.A doubleroomwitharearview is115US dollarsper night
5.Could youtellmeunder whosenamewasthereservationmade
7.May Ihave yourname andphone numbers,please
8.How longwill yoube staying
9.How longwould youlike toextend yourstay
10.Have yougot agroupvisa
11.Could yougive meyour passportand fillin thisregistration form,sir
12.Would youplease fillin thisregistrationform,sir
13.The bellmenwill sendyour baggageto your rooms..
14.Do youhave anyvacancies vacantrooms
15.i,m verysorry wehave noroom available.But Ican recommendyou anotherhotelhere.
16.We wontbe ableto guaranteeyouaroomfor...date
17.A singleroomisUS$80pernight,witha15%service charge
18.We offer10%discount foragroupreservation.
19.What creditcard areyou holding,sir
20.Can Ipay withtravellers cheques
21.You haveto changethe US dollars intoRMB atthe exchangecounter over there.
22.The creditlimit bythe visacard officeis$10,000,we needtheir permissiontoextend creditovertheamount.Would youlike to pay differencein cash
六、实验注意事项实训过程中，学生应遵守相关教学制度教学道具不得带离教学现场，如若造成教学设备的损坏以及教学道具遗失的需照价赔偿实验项目三结账（学时）Check out4
一、实验目的、掌握酒店结账的工作程序（包括离店结账、餐厅用餐结账、康乐部消费结1账），核对账单费用，避免计算错误，了解不同的账单支付方式、明确自己的工作职责，如客人对费用有异议时，应能有礼貌地解释账单费2用，并及时与收银员联系解决、能熟练运用结账相关的常用英语表达和惯用语3
二、实验原理或方法、手段讲授、任务型教学
三、主要仪器设备及耗材前厅服务工作台、电脑、电话、模拟训练相关资料等
四、学生课前准备事项对结账服务过程做基本的了解了解和掌握结账服务的相关常用英语表达和惯用语
五、实验内容及步骤结账Check out、分别对如何离店结账、餐厅用餐结账、康乐部消费结账等服务操作程序进1行训练，掌握其不同的基本工作程序，掌握结账服务特有的词汇和表达法，掌握不同支付方式的相关术语和表达、呈现相关的词汇和表达法，由学生分别进行角色扮演2Checking outfor BillintheHotelScene1:Suppose youare Mr.Smith,youcometothereception deskto payyour billinthe hotel.Tips:
1.Your roomand room number
2.You haveused somehotel services,such asthe mini-bar,drinking twobottleofbeer
3.Your billtotals880RMB.You donthave enougecash.You wantto paywithtravelas check.
4.You check the billand askWhat the20Yuan is for.Paying in cashScene2:Jack andFrank havedinner ina restaurant.After theirdinner Jackpays thebill,andthewaiter saysthat theyonly acceptcash payment.Tips:
1.When theycometothe restaurant,all tablesare fullyreserved.They waitforhalf anhour.
5.They havesome deliciousChinesefood-Mapo beancurd,water-cookedfish,double-cooked pork,vegetables
6.They wanta bottleof orangejuice andtwo bottleof gingerbeer
3.The billtotals300Yuan RAM.
4.Jack wantstopaywith creditcard,but thewaiter saysthat theyonly acceptcashpayment.Useful ExpressionsGoodmorning,FrontOfficeCashiers,can Ihelp youGoodmorning,sir.May Ibe ofservice
3.Are youchecking outtoday,Miss Evans
4.Would youlike tovacate theroom now,sir
5.What5s your room number,please/Can Ihave yourroomnumber and name,please
6.Did youhave breakfastthis morning
8.Have youused anyhotel servicesthis morningor hadbreakfast atthehotelcoffeeshop
9.Did youtake anythingfrom themini-bar thismorning,sir
10.Did youmake anyphone callsfrom yourroom
11.Thank youfor waiting,thehotelincluding service charge forthe threedays is$
470.
12.Have yousigned anychit inthe lasthour,sir
13.Your billcomesto$840including theservicecharge.
14.Your billtotals$1000excluding10percent servicecharge.
15..Here isyour bill,would youlike tocheck it
16.Would youlike tocheck andsee ifyour billis correct
17.That firstnumber isyourroomnumber
202.
18.The secondentry is the restaurantconsumption.
19..Item6isthe$15forthe phone calls.
20.Thats forthe lunchyou orderedfrom yourroom.
21.That charge isfordrinks takenfrom themini-bar,sir.
22.This isthe chargefor yourmini-bar consumptionon May15th,
23.Thats forthephonecalls youmade fromyourroom.
24.Your overseastelephone callis including inthe bill.
25.The servicechargeisincludinginthe bill.
26.Is yourluggage downyet,sir ifnot,I willsendabellman tohelp withyourluggage.
27.Til draw up your bill for you./Shall Idrawupyourbillforyou
28..Please waita momentwhile Icalculate yourbill.
29.Your finalbill hasnot reachedour departmentyet,sir.Would youplease waitamoment while I chaseit down
30.Fm afraidthat the bill hasnot reachedus yet.So Iwillhavetocheckwith thedepartmentconcerned.
31.Fm sorry,according tothehotelpolicy,we dontaccept personalcheque.
32.Your billtotals$2400,how would youlike tomakethe payment
33.We acceptcredit cardshere,which cardwouldyoulike touse
34.The creditlimit bythe visacard officeis$10,000,we needtheir permissiontoextend creditovertheamount.Would youliketopay differenceincash
35.May Ihaveaprint ofyour creditcard,please
36.Our check-out timeis12noon.But youused theroom until6pm.Im afraidthatfor latecheck-outs wecharge anextra50%oftheroomrate.
37.Can Icheck thedetails foryou,please
38.Would youmind waitinga momentwhileIcheckthedetails riljust checkitagain foryou.
39.Tm sorry,sir,but thereseems tohave been a mistake,wouldyouplease waitamoment whileits beingrectified
40.Tm sorry,sir.There hasbeena mistake,well correctthebill.
41.Im sorry,sir,but thereseems tohave beenamistake.Please waita momentwhileI correctthebill.
42.Just onemoment,please,Ill checkwiththeAssistant Manager.
43.Thank youforwaiting,sir.Please signon thisbill.
44.Excuse me,sir,but couldyoupleaseendorse thischeque whereit beencrossedout
45.Tm sorry,sir,but thedate onthe chequeis incorrect.It shouldbe pay15th notMay18th.Will youplease correctit andinitial.
46.Can Ihave mybill,please
47.Whats thisfor
48.Would youliketosign forit,sir
49.Thank you,I hopeyou enjoyedyour dinner.
50.How wouldyouliketopayfor yourbill,sir
52.We acceptAmerican Express,Master card,Visa cardand Eurocard.Whatkindhave yougot
53.Do youaccept travelerscheque
54.Is everythingall rightduring yourdinner,sir
六、实验注意事项实训过程中，学生应遵守相关教学制度教学道具不得带离教学现场，如若造成教学设备的损坏以及教学道具遗失的需照价赔偿实验项目四兑换外币（学时）Foreign CurrencyExchange4
一、实验目的、熟悉和了解美元、欧元、日元等常用外币与人民币的兑换率
1、明确自己的工作职责，耐心细致地为客人服务
2、能熟练运用兑换外币相关的常用英语表达和惯用语3
二、实验原理或方法、手段讲授、任务型教学
三、主要仪器设备及耗材外币兑换处、电脑、电话、模拟训练相关资料等
四、学生课前准备事项、了解货币兑换服务程序
1、熟悉和掌握外币兑换服务的相关常用英语表达和惯用语2
五、实验内容及步骤兑换夕卜币Foreign CurrencyExchange、对如何进行外币兑换进行训练，掌握其不同的基本工作程序，掌握外币兑1换服务特有的词汇和表达法，掌握不同支付方式的相关术语和表达、呈现相关的词汇和表达法，由学生分别进行角色扮演
21.Foreign CurrencyExchangeScene1:Mr.Smith isatthelobby ofhotel.He comestothereception deskto changsomeUs dollarsfor RMB.The cashierserves him.Tips:
1.His nameand roomnumber
2.He wanysto knowthe exchangrate forUSdollartoday.The exchange rateof RAMagainst USdollar is
6.8yuam
3.He willchange fivehuandred dollars.
4.Fill inthe exchangememo,his passportnumberandthe totalsum andsigns hisname.UsefulExpressions
1..Would youliketo change some money
2.Td liketochangesomemoney.
3.How muchwouldyouliketochange,sir
4.Would youlike itsmall orlarge bills
5.The ratesof exchangeare onthe boardthere,sir.
6.It comesto¥3200at todaysexchangerate.
7.The exchangerate ofUSdollartoRMBis100:680,wouldyouliketochangenow
8.Today,s rateof exchangeis
8.09tothedollar.
9.Im soiTy,sir,but thefigures andthe wordsonthe cheque do not correspond.
10.Excuse me,sir,but couldyoupleaseendorse thischeque whereit beencrossedout
11.Tm sorry,sir,but thedate onthechequeis incorrect.It shouldbe pay15th notMay18th.Will youplease correctit andinitial.
12.Fm sorry,but wedonotexchange HongKong dollarsinto JapaneseYuan.
13.Tm afraidwe dontaccept non-convertible currency,sir.
14.Could you changeitat aForeign ExchangeBank
15.Tm sorry,madam,but wehaveachange limitof$500dollars between9p.m.to
8.a.m.due tothe bankbusiness hours.
16.Im soiTy,sir,we onlyoffer one-way change,we arenot licensedforafullexchange.
17.Please keepthe receipt,youll haveto produceit whenyouwanttochange yourmoneyback.
18.If wechange largeamounts,our cashsupply runsout andwere unableto obligeourother guests
19.Could youcash travelerscheque,please
20.Td liketo knowthe ratefor Swissfrancs,o
21.Excuse,me.Could Itrouble yourfor somechange
22.Sorry totrouble you,but haveyouchangefor60fen
23.Let mehavealook,yes,wehavethe change,here youare.
六、实验注意事项实训过程中，学生应遵守相关教学制度教学道具不得带离教学现场，如若造成教学设备的损坏以及教学道具遗失的需照价赔偿实验项目五点菜服务（学时）Taking Orders4
一、实验目的、掌握酒店点菜的工作程序，熟练掌握菜肴、配菜名称，了解了解菜肴烹饪1时间和酒水和饮料搭配，以及能清楚介绍和描述菜品、能熟练运用点餐相关的常用英语表达和惯用语2
二、实验原理或方法、手段讲授、任务型教学。
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