1、 “Business English Expert” Market Leader Hotel & Restaurant English Training Call: 400-670-9199 Email: vincentmarket- http:/www.Market-L Market Leader Hotel & Restaurant English Training Expert Chapter 1 Courtesy English UNIT 1： GREETING & FAREWELLS VOCABULARY welcome 欢迎 friend 朋友 farewell 告别 identi
2、fy 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 PHRASES ON THE JOB Good morning Good afternoon Good evening Welcome back 早上好 下午好 晚上好 欢迎回来 Hello How do you do? How are you? Fine, thank you, and you? 你好 你好 你好吗？ 很好，谢谢，你呢？ Fine, than
3、ks, and you? Good-bye Good night Good-bye for now 很好，谢谢，你呢？ 再见 晚安 再见 It was nice to see you again. Have a good evening See you later. It was nice seeing you. 很高兴又见到你。 晚上愉快。 回头见。 很高兴见到你。 Have a good weekend Have a safe trip Have a good day Hope to see you again 周末愉快。 一路平安。 祝您愉快。 希望再见到您。 Thank you for
4、 coming (Thanks for coming) Look forward to seeing you again 感谢光临。 盼望再见到您。 LISTEN TO THE CONVERSATION Listen to the guest and then fill the gap in each sentence. The guests name is . The staffs name is .The guest will today. Hell live in next time he comes. TALKING TO THE GUEST Staff : Good morning.
5、 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. “Business English Expert” Market Leader Hotel & Restaurant English Training Call: 400-6
6、70-9199 Email: vincentmarket- http:/www.Market-L Staff : I hope our service is to your satisfaction “Business English Expert” Market Leader Hotel & Restaurant English Training Call: 400-670-9199 Email: vincentmarket- http:/www.Market-L Guest: Sure. Im very pleased with everything here. Staff : Thank
7、 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. PAIR WORK Find a partner and play the roles of the staff and the guest who will be on holiday soon. OXFORD HUMOUR The more I study, the more I know.
8、The more I know, the more I forget. The more I forget, the less I know. So why study? UNIT 2: INTRODUCTIONS VOCABULARY .introduce 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 当然了 pleasure 高兴 enjoy 喜欢 PHRASES ON THE JOB My name is John Smith Its nic
9、e to meet you. Its nice meeting you. 我叫约翰.史密斯。 很高兴见到您。 很高兴见到您。 Im Mary Copper Im pleased to meet you Im glad to meet you. 我叫玛丽.库伯。 很高兴见到您。 很高兴见到您。 Let me introduce you to John Smith Id like to introduce you to Mary Copper. 我把你介绍给约翰.史密斯。 我想把你介绍给玛丽。 Id like you to meet Mr. Thomson. I dont think weve m
10、et before 希望你认识一下托玛斯先生。 我想我们以前没见过。 Have we met before? Youre new here, arent you? 我们以前见过面吗？ 你是新来的，对吗？ LISTEN TO THE CONVERSATION TALKING TO THE GUEST Staff : Good morning, sir, May I know your name? Guest: Certainly. My name is John Smith Staff : Would you please spell your last name? Guest: Sure. P
11、-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 you stay here. Guest: I think I will Staff : See you later. Guest: See you. PAIR WORK Introduce yourself to a partner. “Business English Expert
12、” Market Leader Hotel & Restaurant English Training Call: 400-670-9199 Email: vincentmarket- http:/www.Market-L “Business English Expert” Market Leader Hotel & Restaurant English Training Call: 400-670-9199 Email: vincentmarket- http:/www.Market-L EXERCISE Put in articles where needed. A: Would you
13、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. IDIOMS No pain no gain. As busy as a bee. Hand and foot.
14、 As proud as a peacock. As hungry as a wolf Beat about the bush. UNIT 3: APOLOGIES VOCABULARY Excuse 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 PHRASES ON THE JOB Excuse me Im sorry please forgive me. Thats Ok 打扰一下。 对不起。 请原谅。 没什么。 I d
15、o apologize Thats all right Please accept our apology. 我很抱歉。 没关系。 请接受我们的 歉意。 Would you please wait a moment? Would you mind waiting a second? 请稍等好吗？ 请稍等好吗？ I didnt mean for that to happen. I assure you it wont happen again. 我是不想出这种事的。 我向您保证以后不再发生这种事。 TALKING TO THE GUEST Guest: Excuse me. I think th
16、ere is a mistake 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 apologize, Mr. Smith. There is a mistake in your bill. I assure you it wont happen again. Guest: Well, thats all right EXERCISE Put in t
17、he missing word. Mr. and Mrs. Miller are from Austria. 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 them because he doesnt German. Mr. Miller to hi
18、mself. “ I wish I could some Chinese.” “Business English Expert” Market Leader Hotel & Restaurant English Training Call: 400-670-9199 Email: vincentmarket- http:/www.Market-L 来自资料搜索网(w w w .3722.c n ) 海量资料下载 UNIT 4: OFFERING HELP VOCABULARY Appreciate 喜欢 grateful 感谢 offer 提供 assist 帮助 favor 喜欢 desir
19、e 希望 request 要求 Hesitate 犹豫 mind 介意 trouble 麻烦 welcome 欢迎 follow me 跟 corridor 走廊 Show 展示 serve 服务 end 尽头 PHRASES ON THE JOB Anything I can do for you? If theres anything I can do to help, please let me know. 我能为您做些什么？ 如果有我能帮忙的话，请告诉我。 Can I help you? If I can be of assistance. Please do not hesitate
20、. 我能帮忙吗？ 如果要我帮忙，别犹豫，尽管讲。 Do you need any help? Id be very glad to help you. 要帮忙吗？ 很高兴认识你。 Can I give you a hand? If you wouldnt mind. 要帮忙吗？ 如果你不介意。 If you dont mind. If its no trouble 如果你不介意。 如果不麻烦的话。 Theres no hurry please take your time 不着急。 不着急。 Going up? Going down. 上楼吗？ 下楼。 LISTEN TO THE CONVER
21、SATION Staff : 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: Thank you. Its very kind of you. Staff :
22、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. “Business English Expert” Market Leader Hotel & Restaurant English Training Call: 400-670-9199 Email: vincentmarket- h
23、ttp:/www.Market-L 来自资料搜索网(w w w .3722.c n ) 海量资料下载 “Business English Expert” Market Leader Hotel & Restaurant English Training Call: 400-670-9199 Email: vincentmarket- http:/www.Market-L Staff : By the way, may I help you with your luggage? Guest: Sure, Thats very kind of you. Staff : Youre most wel
24、come PAIR WORK Find a partner and play the roles of the guest and the staff. The guest wants to find the fitness center. EXERCISE Put little, a little, few or a few into the sentences. We need more staff There is milk left. Go and get some. He asked for more salt. 来自资料搜索网(w w w .3722.c n ) 海量资料下载 UN
25、IT 5: THANKS AND REPLIES VOCABULARY Repair 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 帮助某人做某事 PHRASE ON THE JOB Thanks Thank you very much Thank you ever so much 谢谢。 非常感谢。 太感谢了。 I appreciate that/it Thats ve
26、ry kind of you. You are so sweet 我很感激。 你太好了。 你真甜。 Thank you just the same Youre most welcome Its my pleasure to serve you. 同样得感谢您。 不客气。 很荣幸为您服务 。 Thats quite all right Im pleased to be of services of you I know next to nothing. 一点儿关系也没有。 愿意为您效劳。 我几乎一窍不通。 LISTEN TO THE CONVERSATION Listen to the talk
27、 between the guest and the staff an then decide whether the following statements are right or wrong. The problem is in the bedroom. One of the lights is broken. Something is wrong with the TV as well. The electrician will repair the TV right away. TALKING TO THE GUEST Staff : Good afternoon. Miss Th
28、omson. Im here to repair your light. Guest: Thats very nice. 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 yo
29、u please help me with this? Staff: Sorry, Im an electrician. I know next to nothing about telephone. But Ill call my colleague to come as soon as possible. Guest: OK. Thank you just the same. “Business English Expert” Market Leader Hotel & Restaurant English Training Call: 400-670-9199 Email: vincen
30、tmarket- http:/www.Market-L 来自资料搜索网(w w w .3722.c n ) 海量资料下载 “Business English Expert” Market Leader Hotel & Restaurant English Training Call: 400-670-9199 Email: vincentmarket- http:/www.Market-L Staff : Not at all. Good-bye, Mrs. Thomson. Guest: Good-bye PAIR WORK Find a partner and play the roles
31、 of the guest and the staff. The guest wants a baby cot. EXERCISE Put the verbs into correct 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 from 2 nights B: Yes, and I leave for h
32、ome tomorrow. 来自资料搜索网(w w w .3722.c n ) 海量资料下载 UNIT 6： REQUESTS AND REPLIES VOCABULARY Favour 喜欢 over there 在那边 do sb a favour 为 某 人 帮 助next to 紧挨者 look for 寻找 request 要求 Easy 容易 reply 回答 trouble 麻烦 Problem 问题 PHRASES ON THE JOB Would you please do me a favour? Could you do me a favour? 能帮我个忙吗？ 帮我个忙
33、好吗？ Could I ask you a favour ? Could you do a favour for me? 帮我个忙好吗？ 帮我个忙好吗？ Could you possibly do a favour for me? Of course 帮我个忙好吗？ 当然。 No problem No trouble at all. 没问题。 不麻烦。 Id be glad to meet you 我会很高兴的。 LISTEN TO THE CONVERSATION Listen to the talk between the guest and a staff and then answer
34、 2 questions. Whats the guests request? Where could he find it? TALKING TO THE GUEST Guest: Excuse me. Staff : Yes Guest: Could you please do me a favour? Staff : Certainly. What can I do for you? Guest: Im looking for the Sales Department Staff : Thats easy. Its over there, next to the Information
35、Desk Guest: I see, Thanks a lot. Staff : My pleasure. “Business English Expert” Market Leader Hotel & Restaurant English Training Call: 400-670-9199 Email: vincentmarket- http:/www.Market-L 来自资料搜索网(w w w .3722.c n ) 海量资料下载 “Business English Expert” Market Leader Hotel & Restaurant English Training C
36、all: 400-670-9199 Email: vincentmarket- http:/www.Market-L PAIR WORK Find a partner and play the roles of a guest and a staff. The guest wants to send a letter. EXERCISE Respond to the following using “Neither, Either or So” I cant speak English. Christmas is an important holiday I dont like fish. I
37、m very fond of sweet and sour pork. 来自资料搜索网(w w w .3722.c n ) 海量资料下载 UNIT 7： LONG TIME NO SEE VOCABULARY Age 年代 pretty 相当的 on holiday 度假 daughter 女儿 granddaughter 孙女 grandson 孙儿 Aunt 姨、姑、婶 uncle 叔、伯、舅 son 儿子 first cousin 第一代表兄弟姐妹 second cousin 第二代表兄弟姐妹 PHRASES ON THE JOB Long time no see. I havent s
38、een you for ages. Congratulations LISTEN TO THE CONVERSATION Listen 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 TALKING TO THE GUEST Staff : Good morning. How are you Ms. Jackson? Havent seen you for ag
39、es. Guest: Yes. Long time no see. Im fine, thanks. How are 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 or a boy? Guest: A girl Staff : So you have a granddaughter now Guest: A grand
40、daughter? 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. PAIR WORK Find a partner and play the part of a guest and a staff. The guest went back home because her brother was ill. “Business English Expe
41、rt” Market Leader Hotel & Restaurant English Training Call: 400-670-9199 Email: vincentmarket- http:/www.Market-L 来自资料搜索网(w w w .3722.c n ) 海量资料下载 UNIT 8： ASKING PEOPLE TO REPEAT VOCUBULARY Reservation 预定 nationality 国籍 at least 至少 Im afraid 恐怕 Australian 澳大利亚人 plan 计划 Pardon 原谅 Beg 请求 repeat 重复 pos
42、sible 可能 On the fourth floor 在四楼 intend 打算 PHRASES ON THE JOB Pardon? Please say it slowly. I beg your pardon I didnt follow you 没听清？ 请慢慢讲。 我没听清。 我没听懂。 Would you please say it again? 请您再说一遍好吗？ LISTEN TO THE CONVERSATION Listen to the conversation between the guest and the staff and then answer the f
43、ollowing questions: When did the guest get to the hotel? Whats his name and nationality? How long did he plan to stay? What room did the staff give him? TALING TO THE GUEST Staff : Good evening, sir, do you have a reservation? Guest: No. Im afraid not. Staff : May I know your name, please? Guest: Ye
44、s, Im David White Staff : Your nationality? Guest: Im Australian Staff : Sorry, I beg your pardon? Guest: Im Australian Staff : I see. How long do you intend to stay? Guest: At least a week. Possibly longer . Staff : Good. I can give you a room on the 4th floor, is that all right? Guest: Yes. Its qu
45、ite all right. Thank you very much. Staff : Youre most welcome. “Business English Expert” Market Leader Hotel & Restaurant English Training Call: 400-670-9199 Email: vincentmarket- http:/www.Market-L 来自资料搜索网(w w w .3722.c n ) 海量资料下载 “Business English Expert” Market Leader Hotel & Restaurant English
46、Training Call: 400-670-9199 Email: vincentmarket- http:/www.Market-L ADDITIONAL EXPRESSION AND PHRASES Sorry to have kept you waiting 抱歉让您久等了。 Excuse me for interrupting 抱歉打扰一下了。 It doesnt matter 没关系。 Please take your time 别急。 Ill try my best 我将尽力而为。 Its my pleasure to serve you 为您服务很荣幸。 May I call
47、you back 可以给您打回去吗？ Can I assist you further?还能给您帮什么忙吗？ Sit down at this table, please 请坐这张桌子。 Ill take care of that.我来处理这件事。 Would you mind waiting for a moment?请稍等，您介意吗？ One for the road 走前再喝一杯。 Ill have another on ice 我再要一杯加冰的。 Follow me, please.请跟我来。 Welcome back 欢迎您回来。 Let me help you 我来帮您。 Ther
48、e is no hurry 别着急。 Ill be with you in a moment 我马上就来。 After you.您先请。 来自资料搜索网(w w w .3722.c n ) 海量资料下载 Chapter 2 General English The hospitality industry in China is a growing industry with unique challenges. These challenges will be met by motivated and well trained professionals such as yourself. T
49、he English language is a tool that will enable you to communicate with a majority of the guests you meet a Sheraton. In addition, a new world of information and resources will be open to you as you can learn from people form different countries and cultures. In todays ever increasing competitive env
50、ironment, the most valuable employees are those people who have the ability to work in many different areas of the hotel. We call this ability “multi-skilled”, and in China one of the biggest barriers to achieving this goal is the language barrier. Study hard, strive for excellence, and remember tha
