恒大酒店交易会英文培训课件
English of The Trade Fair
完美每一个细节，惊喜每一位顾客。
Ultimate Perfection，all for your delight.
Part One 酒店概况
酒店简介
恒大酒店位于广州金沙洲中心地带 ( Evergrande Royal Scenic Peninsula，Cainbin Road(north) Jinshazhou, Guangzhou, P,R China) ，独享公里珠江水岸自然美景，距广州市和佛山市繁华闹市区均只需20分钟车程。酒店由恒大地产集团投资兴建，拥有装修豪华高雅的客房和套房共140间，配套设施包括商务中心、多功能会议室、豪华中餐厅、欧陆西餐厅、KTV、豪华休闲水会、健身中心、国际标准恒温游泳馆、网球馆、篮球馆、羽毛球馆、乒乓球馆和桌球室等。酒店同时坐拥巴洛克式的江岸景观与英伦式园林景观。置身于五大湖的环绕中，辅之以名画、游艇，为您呈上超越期待的尊贵品位与体验。
Hengda Hotel is located in the centre of Jinshazhou, right by the kilometers private shoreline of Pearl River. It only takes 20 minutes from downtown Guangzhou and the City of Foshan.
Developed by Evergrande Real Estate Group the hotel offers 140 well appointed guestrooms and suites. For business travelers and conference delegates, there is a well equipped Business Centre, a 150-seat Auditorium Conference Hall, 6 other versatile meeting rooms and a formal Board Room. Food and beverage facilities include the lavish deluxe Chinese Restaurant, Continental Western Restaurant and 24-hour in-room dining.
For health and recreation, the hotel provides a deluxe Spa, a fitness centre, an Olympic size indoor pool, tennis court, basketball court, badminton court, table tennis court and snooker rooms. The hotel's private yacht is available exclusively for guests' events.
恒大酒店十六大特色
Sixteen Specialties of Hengda Hotel:
公里私家岛岸
Private Shoreline by the river
背山面水，雄踞20万平方米皇家园林
With 200,000㎡ Royal Garden and shoreline at its skirt
客房内所有配套设施均采用世界顶级品牌的产品
All the equipment in the room with top brand products
观光电梯能够让您领略一线江景带来的非凡感受。
Elevators give you a new experience taste of river view
客房最小面积达45平米
Room size from 45㎡
酒店客房的层高为米，空间宽敞透明
Room height up to meters
270°环形落地窗，御天下盛景
270 degree exclusive rive-view, let your nobleness be embraced in the carefully crafted palace
每一间客房设有独立水晶吊灯，透露出典雅和高贵的氛围
Our room presented the atmosphere of classic and elegant style with individual chandelier hang on each guest room
八国同声传译联合国式会议厅，华丽而庄严。彰显领袖风范。汇集精英之智
Eight language simultaneous interpretation system Conference Hall
豪华中餐厅，饕餮天下，品国宴之风情
Deluxe Chinese Restaurant, where the legendary cuisine reborn
欧陆西餐厅，汇聚国际美食精华
Continental Style Western Restaurant, where the world comes in one
合家欢大型休闲水会，释放疲惫身心
Royal Spa, where can relief you from exhausting day
御景世界夜总会，给予您完美视听享受
Royal World KTV, where the perfect music start
意大利豪华游艇，御享尊贵人生
Italian Luxury yacht, where the aristocracy lifestyle begins
国际标准的恒温泳馆
Swimming play, embodied passion
国际标准运动馆，令您不禁肆意挥洒每一丝运动激情
International standard sports hall, the new place where you can enjoy the healthy life
3、设施介绍
（1）会议室（CONFERENCE & BANQUETING）
多间不同规格的多功能会议室空间宽敞明亮，尖端的科技和专业的服务人员为各种会议提供支援。大会堂式的御景殿拥有20米高的圆穹形屋顶，面积450平方米，可容纳150人。为您量身订做的会议套餐和具有丰富经验的会议协作人员将按照您的要求精心打理细枝末节，解除您的所有后顾之忧，成功举办每一个会议。
Our eight meeting rooms come in various sizes and cutting-edge technology. The Royal Hall, with its dome-ceiling height of 20 meters and 600 m2 in floor area, provides 150 seats in auditorium-style setting. Tailor-made Meeting Packages are available and our experienced meeting professionals will follow through each step of the way before, during and after every event. There are 5 conference rooms on the first floor, and lily hall（百合厅）、peony hall（牡丹厅）、royal hall（御景殿）on the 6th floor.
（2）豪华中餐厅（Deluxe Chinese Restaurant）
装潢气派时尚的豪华中餐厅以其特色粤菜而驰名。气势恢宏的大厅和十余间独立包房为各种婚宴、公司庆典提供了绝佳的场所。经验丰富的顶级名厨精心选材，用传统烹饪方法为你呈献地道的中式佳肴。再配上充满异国风情的调味料，必将带给你充满惊喜的饮食体验。中餐厅大厅最多可摆放35围，小宴会厅最多可摆放6围，十间包房最多可容纳200人。
营业时间：午餐：11:00 - 14:00 晚餐：17:00 - 22:00 分机：3968
In a grand and stylish setting, the Costal Chinese Restaurant is renowned for its Cantonese specialty dishes. Twelve private dining rooms of various sizes and decor are perfect venues for any special occasions. For weddings, anniversaries or private banquets up to 300 persons, our talented chefs prepare authentic dishes from fresh ingredients and creative recipes. Our exotic sauces and their flavours blend in each dish to produce aromas creating an exciting tasting journey that you must experience. 12 private dining rooms to host 10-50 guests’ parties, national awarded chef redefines the contemporary Canton cuisine, fine fusing with essence of Japanese and Korean cooking techniques, making a truly extraordinary dining experience.
Business Hours： Lunch：11:00 - 14:00 Dinner：17:00 - 22:00 Ext：3968
（3）欧陆西餐厅（Continental Western Restaurant）
艾葳格兰西餐厅诚邀您享用精致温馨的维多利亚式烛光晚餐，品尝上好的欧美海鲜菜式。这里汇聚国际美食精华，从意大利面到法式鹅肝，从安格斯牛扒到龙俐鱼柳，巧妙的运用世界各国香草以及新鲜食材，秘制出创意佳肴，佐以冻爽冰啤或法国香醇红酒，更添美食享受的最高境界。
营业时间：早餐：06:30 - 10:30 午餐：12:00 - 14:00 晚餐：18:00 - 22:30
自助下午茶： 11:00-15:00 分机：3928
The Evergrande café invites you to enjoy the finest cuisine from all over the world in an ambiance of the Victorian era. Popular dishes include Pastas, Goose Liver, Angus Steak and Dover Sole. To compliment your dining pleasure, select your favorite aperitifs, a bottle of vintage wine and finish with a vintage port or liqueur to perfect your Evergrande experience. From pasta to Foie Gras, from Angus steak to fresh Dover, prepared with exotic herbs and spices, combined with brewed beer and selected wine, Evergrande Café offers you a fine collection of international cuisine.
Business Hours： Breakfast：06:30 - 10:30 Lunch：12:00 - 14:00 Dinner：18:00 - 22:30 Ext：3928（4）御景世界KTV
御景世界夜总会设在酒店地下负一层，拥有九间豪华包房，丽人吧在每晚9点到11点设有表演，为您和您的亲朋好友提供极佳的聚会场所。
预订电话： 3939 营业时间： 20:00 --- 02:00
Royal Night Club
Royal Night Club is located on the lower ground floor of the hotel. The Club features 9 beautifully decorated karaoke private rooms and a Show Bar where spectacular performance are stefed nightly.
For Reservation: 3939; Opening Hours：20:00 --- 02:00
（5）健身中心
位于酒店后面运动中心二楼，为您提供多样化的运动设施，包括配备先进设备的健身房、篮球场、网球场、羽毛球场、斯诺克室、桌球室、标准游泳池等
预订电话： 020-81428012
营业时间： 周一至周五：10:00 ---- 22:00 星期六、日：09:00 – 22:00
Fitness Centre
Fitness Centre is located on the second floor of the Sport Centre. The Centre offers a wide range of sports and recreational facilities, which include a well equipped gym, basket ball, tennis, badminton, snooker rooms, table tennis, and an Olympic size indoor pool.
For Reservation: 020-81428012
Opening Hours: Monday to Friday：10:00 ---- 22:00 Weekend: 09:00 ----22:00
（6）御景水会
位于酒店后面运动中心的一楼
阁下可以从酒店的后花园前往御景水会放松身心，让阁下的身心达到最完美和谐的境界，挥别急促的都市节奏回到自然。为您提供全天候的水疗和美容服务。技师提供一流的沐足和指压按摩服务必定能使您从忙碌疲惫的工作中得到完全的释放，营造圆满的水疗体验。
预订电话： 020-81428588 营业时间： 24小时
Royal Spa
Royal Spa is located on the first floor of the beside a well deified Spa area, the royal spa features an elegant relaxation room, a snooker room, a movie theatre, a deluxe card room, an internet bar, etc.
For Reservation: 020-81428588 Opening Hours：24 Hours
Part Two 各部门英语
礼宾部 concierge
一、短语
例句：
The business center is on the fifth floor, please take the lift to the 5th floor, turn right and go straight to the end of the corridor.
If you want to go the Royal Night Club, please take the lift to the basement.
楼巴车：shuttle bus
去运动中心： Please take the shuttle bus outside the front door every 15 minutes.
坐楼巴去以太广场：
Outside the front door, you can take the shuttle bus to the shuttle bus station every 15 minutes. If want to go out of the community, please take the shuttle bus to Ethernet Square. It is near the Yuexiu Park and has a very convenient transport. You can take the subway/bus/ taxi to everywhere.
二、与客人问好
Smile and say: “good morning/ good afternoon/ good evening.”
对话：
欢迎：
Tom：Good morning，sir/madam.
Guest: Good morning.
Tom: Welcome to our hotel! May I help you?
Guest: No, Thank you.
欢送：
Tom: How was your stay, Mr. Smith?
Mr. Smith: It was very nice.
Tom: Thank you. We are looking forward to serving you again in the future, Mr. Smith.
三、看管行李
对话：
Tom：Please, this way to the front desk. I’ll take care of the luggage.
Guest: Thank you.
Tom: You are welcome
四、存放行李
例句：
This is your luggage tag, Sir. Please show it when you pick up your luggage.
先生，这是您的行李牌。请在取行李的时候出示此牌。
五、带客进房
1. 去客房途中：客人有可能询问一些酒店基本情况。你可以适当与客人闲聊，并介绍一些酒店的产品。
对话：
Tom：Sir, is this your first stay in our hotel?
Guest: Yes, this is my first time. Can you tell me when the breakfast will be served?
Tom: the breakfast is served from 6:30am to 10:30am.
Guest: Thank you.
Tom: Room we are. After you, sir.
Guest: The room is great.
2. 在客房内：向客人简单介绍客房设施及用法
例句：
Mr. Green, you can switch on the television with this remote control and the thermostat is here. This is the in-room safe, and the mini-bar is over there。
七、帮客人购买物品
I’ll buy it for you, and send to you as soon as possible.
八、帮客人电招出租车
Tom: Good morning, Bell service, this is Tom speaking. How can I help you?
Guest: Can you call me a taxi to take me to the airport, please?
Tom: A taxi to the airport?
Guest: Yes.
Tom: What’s the pick-up time, sir?
Guest: at 6:00 o’clock tomorrow morning，.
Tom: A taxi to the airport, pick up at 6:00 o’clock tomorrow morning at the hotel’s front door. Ok, I will call you once it is confirmed. Goodbye, sir.
Guest: Thank you.
Tom: You are welcome.
话务员 TELEPHONE
来电
VOCABULARY
May I have the number, please? Just a moment / minute / second, please
Please hold the line a moment. There is no answer.
Would you like me to page him?
Operator：Good morning, Sheraton Tianjin Hotel. Can I help you?
Guest：Would you please connect me to Room 2305?
Operator：Room 2305? Mr. Willson?
Guest：Yes.
Operator：Now I’m connecting you. (a moment later) I’m sorry. There is no answer. Would you like to leave a message or call back?
Guest：I ’ll call back. Thank you.
Operator：My pleasure
PAIR WORK
Find a partner and play the role of the guest and the operator.
The guest asks the operator to page the Training Manager for him.
PHRASES ON THE JOB
The line is busy (engaged) The line is free I’ll connect you to his office
May I know who is calling? Just a second, please Shall I ask him to return your call?
Would you like to wait? May I tell him who is calling? Please go ahead, sir.
TALKING TO THE GUEST
Operator : Good afternoon. May I help you?
Guest : Good afternoon. I need to speak to the Sales Manager, please
Operator : May I tell him who is calling?
Guest : Yes. I’m Mr. Parkinson calling from Australia.
Operator : Just a second, Mr. Parkinson. I’ll connect you to his office right away.
Guest : Thanks
Operator : Sorry. Mr. Parkinson. The sales manager’s line is busy, would you like to wait?
Guest : OK (a moment later)
Operator : Hello, Mr. Parkinson. Thank you for waiting. The line is free now. Please go ahead.
PAIR WORK
Find a partner and play the role of the operator and a guest.
The guest wants to leave a message
USE WHAT YOU HAVE LEARNED
CHOOSE THE MISSING WORDS FROM THE BOX
Hello, who’s that?
Just a moment, please.
I’ll if she’s here.
I’ll get the information you want. . please
He asked me to when I was in town again.
Sorry, he’s not at the moment.
You can him any evening six o’clock
Well, I can ring later if it’s convenient.
2 内部电话
VOCABULARY
PHRASES ON THE JOB
Please take your time. Could you tell me the telephone number, please?
You’ve through, sir it’s good to be of service.
TALKING TO THE GUEST
Operator: Operator, may I help you?
Guest: Yes. Do you have wake-up service?
Operator: Yes. A five-star hotel cannot be without it.
Guest: That’s very good. I’m going to Beijing tomorrow. I’d like to be woken up early
Operator : At what time, sir?
Guest: 6:15
Operator: May I know your name and room number?
Guest: Sure. My name is Colins. I live in room 503.
Operator: OK, Mr. Colins. We’ll wake you up at 6:15 tomorrow morning. Have a good sleep and enjoy yourself in Beijing.
Guest: Thank you.
Operator: It’s good to be of service.
PAIR WORK
Find a partner and play the role of a guest and the operator
The guest wants to call a friend of his in another hotel.
TALK TO THE GUEST
Operator: Operator, Stella speaking. Can I help you?
Guest: Yes. This is Mrs. Lemand speaking. I’m new here. I’ don’t know the phone call system at the Hotel. What shall I do if I want to make an inside call?
Operator: That’s easy. Just dial 1 first, then your friend’s room number.
Guest My friend lives in the apartment building
Operator : In that case, you should dial 2 before the room number.
Guest: What, if I want to make an outside call?
Operator: Dial 9 first, then the number.
Guest: OK, I see. Thank you very much.
Operator : You are most welcome.
USING WHAT YOU HAVE LEARNED
SHORTEN THE FOLLOWING SENTENCES INTO NOTES
Could you ask Ms. Hee about the invoice as soon as you can?
The cost will be 15,000 including insurance and service charge
There’ll be 23 people in the party arriving on 12th of July .
I’d like to know the special night rate from Tianjin to London.
It is very important that you observe the changed departure time.
3 外部电话
VOCABULARY
Area code person-to-person call a collect call a pay call a toll call
Station-to-station call extension a handling fee
PHRASES ON THE JOB
I’ll transfer your call How would you like to make the call?
Would you like to pay for the call or make a collect call?
Would you like me to place the call for you?
I don’t want the call put on my bill.
I’m afraid a credit card can not be used.
TALKING TO THE GUEST
Operator: Operator, may I help you?
Guest: Yes. I want to make a long distance call to Beijing. But I don’t know the area code of the city.
Operator: The area code of Beijing is 010. but I’m afraid you can’t make a long distance call with you phone. It’s only an extension.
Guest: What shall I do then?
Operator: Don’t worry, would you like me to place the call for you?
Guest: That’ll be very nice.
Operator: May I know your name and room number?
Guest: Sure. My name is Mrs. Stevenson. My room number is 2809.
Operator: Could you please tell me the party’s full name and the telephone number?
Guest: The name is Linda Park. The number is 8427365
Operator: Could you please repeat?
Guest: Yes, Mrs. Linda Park. 8427365
Operator: All right. I’ll call you back when you’re through.
Guest: Ok. Thank you.
Operator: My Pleasure.
PAIR WORK
Find a partner and play the role of a guest and the operator
Making a call to Shanghai/Xian
接待员 Reception
一、预定 reservation
Accepting a Booking
Single room/ a room with a single bed
I want a single room/a room with a single bed for a friend of mine.
double/twin room
Our group has six people, and we need to book three double/twin rooms.
Triple room
Sorry, there is no triple room in our hotel. But we can provide you an extra bed if you don’t mind.
2. Choosing a room
Would you like a room with a view of the garden or the river?
Do you prefer a standard suite or a deluxe suite?
I want a non-smoking floor.
I’d rather to be on the top floor. I’d like a view of all of this place.
3. Time
How long do you plan to stay here?/When would you like to be here?
I’m not sure how long I’ll stay.
From the second of march for eight days /until the tenth, please.
Can you tell me the date of departure? /what’s your departure date, sir?
4. Having a vacancy
Excuse me, just a moment, sir. I will check which rooms are vacant.
Yes, we have a vacancy.
All the rooms are occupied except Room 412.
Unfortunately, we are fully booked for the period you mentioned. (because of the canton fair/ for we are in high season.)
5. Room rate
How much is an executive suite per night in US dollars? /what’s your rate?
Single rooms are RMB 1200 per day while doubles are only RMB1300./Our rates are…
Does it include tax and service charge?
Is the sports center included in the price of the rooms?
Our price includes room, American breakfast for two and service charge.
6. with children
Children under 12 can stay free of charge when they stay with their parents. / As your child is under 12, there will be no extra charge if you share the same room.
7. Discount
Do you have less expensive rooms? /Any discount?
I’d like to know if I can get a special rate for long staying guests?
For long staying guests, we give a fifty percent reduction without breakfast.
Could you give me a discount if I stay of 7 nights?
8. Name and address
For whom is the reservation？ / Your name, please？
Can you spell your family name?
Could you tell me your address/mailing address?
Could you give me your telephone number?/Is there a telephone number where we can reach you?
9. Confirming a Booking
What is the status of my reservation?
Your reservation is confirmed.
We can offer you a non-smoking double room with a garden view from the second of March to the tenth.
We will look forward to welcoming you on the 2nd, March, sir.
二、入住 Check In
1. 有预定
Verify guests’ first and last names
Confirm the following: room rate, departure date, number in the party
Circle the rate
Ask guests to sign their initials next to the room rate
Ask guests to sign their registration card
Julia：Good afternoon, sir. May I help you?
Mr. Harmon: Good afternoon, my name is Mark Harmon, and I have a reservation.
Julia: How do you spell your last name, please?
Mr. Harmon: H-a-r-m-o-n
Julia: Welcome to our hotel, Mr. Harmon.
Mr. Harmon: Thank you.
Julia: You reserved a single room with a balcony facing the pool, from May 1st to May 7th, 800 Yuan per night. Is that correct?
Mr. Harmon: Yes, that’s correct.
Julia: Please sign here, Mr. Harmon.
Mr. Harmon: ok.
Julia: How would you like to settle your account?
Mr. Harmon: By credit card.
Julia: May I have your credit card, please?
Mr. Harmon: Sure, here you are.
Julia: Thank you, Mr. Harmon. Here is your room key. The bell attendant will show you to your room. I hope you enjoy your stay.
Mr. Harmon: Thank you.
Julia: You are welcome.
2. 无预定
Check the room availability
Ask the guests how long they are going to stay
Room preference
Quote rates
Point out the benefits of each room type
Print the registration card
Ask guests to sign the registration card
Julia：Good morning, Miss. May I help you?
Miss Lee: Do you have any rooms available?
Julia: Yes. What kind of room do you prefer?
Miss Lee: A room with a king size bed.
Julia: How many people is the room for?
Miss Lee: Two.
Julia: May I have your name?
Miss Lee: Christa Lee.
Julia: Miss Lee, would you like a king size bed or a queen size bed?
Miss Lee: A king size bed, please.
Julia: A room with a queen size bed is better equipped. The room also has a balcony with a view
of pool, and the rate is only 120 Yuan higher.
Miss Lee: That’s great. I’ll take that.
3. 取消保留订房
I am terribly sorry, sir. Because of your late arrival, we no longer have a reservation for you; However, I have made a reservation for you at the Park hotel.
4. 安排其他酒店房间
We can try to put you in another hotel.
I will have to find you a room in another hotel.
5. 房间升级
We will put you in a deluxe room at no extra charge.
6. 协助填写表格
Please write your first name and your surname.
Write down your surname here, and your first name there.
Write your date of birth here.
Please write your home address on the next line.
Write down your nationality, your passport number and validity date.
Next, you will need to write your date of birth and gender.
Please write down your date of arrival here.
7. 要求看护照
May I see your passport?
8. 确认预付金
You paid a NT$1000 advance deposit. Is that right?
9. 要求预付款
I am afraid we will need one night’s payment in advance which comes to NT$5400
10. 告知房间号码
Your room number is 556
11. 钥匙卡
Here is your key, sir.
It has full information about the services of our hotel. It also has a small map showing the location of the hotel and places of interest in the city.
12. 服务员指引
The bell boy will collect your luggage and show you the way to your room.
对话：
Clerk: Ambassador Hotel, can I help you?
Susan: Good morning. This is Susan Mclean calling from Atlantic Bikes in Halifax, Canada. I’d like to book some accommodation for the Cycle Show.
Clerk: What exactly do you need?
Susan: We need three single room with shower, From the twenty-eighth of March to the second of April.
Clerk: Just a minute, I’ll check that…I am very sorry, but we haven’t got any single rooms with shower. We’re fully booked up because of the fair.
Susan: Oh dear.
Clerk: There are probably some rooms at the Imperial Hotel. Have you got their phone number?
Susan: Er, no I haven’t. Could you give it to me?
Clerk: Sure. It’s 5965111
Susan: 59651111. Ok. I’ll try them. And thanks very much for your help.
Goodbye.
Clerk: Goodbye.
三、退房 Check out
1. 询问退房时间
At what time will you check out, sir?
Will you check out/leave after 11 am?
2. 延迟退房
I may need to keep my room for another night
I’d like to keep the room until five this evening, will I have to pay extra?
We charge an additional fee if you stay more then 12 o’clock. Before 6 pm, we’ll charge half-day room rate. After 6 pm, we’ll charge the room rate for one more night.
Checking out
3. 退房
Will you check out and leave the hotel?
I am Monica, Room 501. I’d like to check out now/this afternoon/in two hours.
4、额外消费：
Did you have any extras?
Have you received any billable services in the last hour?
Did you order breakfast/use the mini-bar/make any phone calls/ take anything from the fridge?
I didn’t drink any juice or beer. All I had was 2 bottles of mineral water.
5. 请求赔偿：
I am afraid there was a problem with the rug in your room, sir.
I am very sorry, but we will have to add the cost of the blanket to your bill.
I really don’t like to do this, Ms. Charles, but I have to follow the hotel policy; however, I can make the charge minimal
6. 账单问题
Can I have my bill, please?
May I have the itemized bill, please?
账单错误
The bill isn’t right/incorrect/too much.
I don’t understand the bill. /There are some mistakes in the bill.
I just paid my bill. I settled my account will the gentleman who was here this morning, but there is something I don’t understand.
What is that 100 Yuan for?
I never had a room service.
I didn’t go to the KTV and drink beers there.
迷你吧账单问题
I stocked the mini-bar myself and I was charged for my own drinks.
Why are you charging me for one whisky from the mini-bar? I don’t drink alcohol.
Somebody ate all the peanuts and pumpkin seeds and it wasn’t me.
电话账单问题
I didn’t make any outside calls/a long distance call/phones calls to Brazil. There is a telephone charge here for 50 Yuan.
Is this the fee for my international call to Tokyo?
I said that was a collect call./ Yes, I did, but only one and I told the operator, “I want to reverse the charges”
Why are you charging me for receiving a fax?
房价问题
I’m sorry, but the room rate is wrong. I was supposed to have a receive discount of fifty percent.
Why am I being charged for breakfast? It should have been included in the price for the room.
I should be paying 800 Yuan per night (corporate rate), not 1200 Yuan (rack rate)
检查账单
Let me go through the bill with you./I’ll check it, please wait for a moment
房间调涨：
Perhaps you did not know that we just changed the room rate.
I’m afraid they have been raised form 880 Yuan to 988 Yuan per night.
说明账单
This is the bill for your mini-bar consumption on March 27th, Miss Green.
更改账单：
I’m very/terribly sorry, Miss Green. We made a mistake. This call was made before you checked in. I will deduct the amount form your bill.
7. 付款
How would you like to pay the bill/settle you account? (your method of payment?)
By cash/ By credit card. / By signing the bill.
Sorry, we don’t accept …
I’m afraid we will need an imprint of your credit card with your signature on it.
I just ran out of change myself. I’ll be right back with some change.
8. 完成退房
I hope you enjoyed your stay. /We hope to see you again soon, Mr. Green.
We have enjoyed having you and your pets staying with us and we hope to welcome you again.
四、弄丢东西 Losing things
I lost my luggage. /a camera/ overcoat/ cell phone/ credit card/ diamond ring…
I can not find my bag. Someone must have stolen it.
Did you happen to see a mobile phone here? I lost mine.
I think I left my bag in the ladies room about half an hour ago. I went back there but I couldn’t find it.
1、失物招领处：
I’m looking for the Lost and Found.
Housekeeping/ Reception has a Lost and Found, Ms.
2、询问遗失物品
What is/ what did you have in your suitcase?
Could you tell me exactly what is missing?
3、询问外观
Could you tell me what the jacket looks like?
4、询问遗失地点
Do you know where you lost…?
I don’t remember where I left it.
5、提醒办理挂失
By the way, don’t forget to contact your credit card companies and cancel your cards as soon as possible.
协助寻找
We will do everything that we can do to help you.
I will try my best to find the lost luggage for you.
I will contact you if we find anything.
找到东西
We found your husband’s jacket. One of the guests/ our staff turned it in to the lost and found.
The room attendant found the guest’s watch in the bathroom.
协助调查
Just a moment, Ms. I’ll come up with the manager to investigate.
Shall I ask the security department to investigate the matter?
When shall we expect the security officer?
赔偿
By the way, is the hotel responsible for things stolen from rooms?
I believe it will depend on the situation, but the security officer will be in a much better position to answer your questions.
It is extremely unlikely that the hotel would ever pay for valuables you left in the room.
五、身体不适Medical problems
1、生病
I feel very sick./ I do not feel very well. Is there a nurse or a doctor in the hotel?/ I need a doctor.
Have a bad cold/ food poisoning/ diarrhea/ the trot/ constipation/ the flu/ hangover/ stomachache/ headache/ toothache (dentist)
2、触电
get an electric shock.
I shocked myself badly when plugging in my electric razor.
A guest has been electrocuted! She is in the lobby near the front desk. I think she’s badly hurt.
One of the housekeepers hurt his hand when he was checking a vacuum cleaner. (that was plugged in)
3、摔伤
I slipped and injured my back.
A guest has tripped over an electric wire/cord and sprained his wrist.
One of the guests tripped and fell down when he was getting off the elevator/ the stairs.
While the laundry manager was running, she slipped in some water.
4、割伤
My wife cut her fingers. It is bleeding.
He has a cut his face
夹伤
My husband has been hurt. Someone closed a door on his hand, so I need some medical supply.
6、拉伤
Mr. Green pulled the muscles in the leg.
7、瘀伤：
He is bruised all over. 8、休克：
She is still in shock/ is suffering from shock after the accident.
Shock and hypotension were equated.
9、被蚊子叮：
I have mosquito bites all over me.
10、解决方法
I’ll send up the resident nurse with some aspirin (for the pain), medical alcohol, and clean bandages (for the cuts).
Pain-killer / cold medicine / anti-inflammatory drug.
Do you feel better after taking the medicine?
We will send you to the nearest hospital.
artificial respiration 人工呼吸
客房部 Housekeeping
1．Making Requests
Could you give me …?
I need/want…
I just ran out of ….Do you have one more…?
There’s no…, can you bring me more…?
We will supply you with …right away/in a minutes.
I will send…to your room.
There’s on extra charge./ It will cost 10 Yuan…
2．Borrowing Things
I’d like to borrow a mobile phone charger.
I’m terribly sorry. We have no… right now.
Excuse me, sir. When/How long will you need to use the wiring board ?
How much is the charge?
The charge will be $3 per hour./ charge it to my room, please.
3. Extra beds
We need another bed/ a sofa bed/ a crib/ a baby bed/ folding bed.
We will provide you with a crib at no extra charge/ at the charge of **Yuan.
4. Laundry Service
索取洗衣单/袋:
I could find the laundry bag./ I will send someone right up with an extra laundry bad and a laundry list.
询问是否需要送洗：
Do you have any laundry?/ Does your dress shirt need washing?
送洗衣服：
I need someone to pick my laundry.
I have two blouses that need to be washed and two shirts that need to be dry cleaned.
Please put your dirty clothes in your laundry bag.
I will send a room attendant to fetch your laundry soon.
送洗所需时间：
How long will it take to have my laundry done?
When can I have my laundry back/ When will you send/bring my gym clothes back?
It takes twenty-four hours to wash a pair of trousers. For fast/express service, there is a fifty percent extra charge.
是否熨烫：
Does your overcoat need pressing/ironing?
Do you want your pants pressed/ironed?
询问价钱：
How much is all this going to cost me?
You will find the cost for each article on the laundry list.
For quick service, please check off “Express Service” and the garment will be returned in 4 hours.
Regular Service： Garments collected before noon can be returned in the evening.
洗涤方式：
You will need to write down special instructions on your laundry list.
I am allergic to the laundry detergent. Please do not use it to wash my laundry.
This dress is delicate. Wash it in cold water, not in hot water.
注意事项：
The hotel is not responsible for things left in pocket.
The management will not be responsible for any loss or damage to things left in clothing.
Liability for damage to clothing is limited to not more than ten times the charge for laundering.
6. A Wake-up Service
Do you have a wake-up service?
Can I have a morning call tomorrow?
What time do you want us to wake you up?
I need a wake-up call at seven tomorrow morning.
I’ve set it up for you.
7. Problems of Facilities
空调坏了：
My air conditioner is not working./out of order./doesn’t work.
I will send an electrician to fix your air conditioner
电视故障：
I’m sorry to trouble you, but my wife is having trouble with the color and reception on the television.
闹钟坏了：
The alarm clock radio in my room is not working. Could you send someone to repair it?
电话坏了：
I’m in 510. My telephone keeps ringing.
灯泡坏了：Has the light bulb burned out?
The ceiling lights keeps flickering.
I’ll ask the room attendant to put in a new bulb immediately and see if that solves the problem.
My bedside lamp won’t work.
The floor lamp keeps falling down.
浴室问题：
One of the bathroom tiles is cracked.
There is water all over the bathroom floor. The water is running in it.
There is not enough pressure in the shower.
The thermostat control in the shower does not work.
I’ll ask a repairperson to replace it today.
水龙头故障：
The tap keeps leaking.
The faucet keeps dripping.
I can not turn off the tap.
The faucet in my room can not be turn on.
I’ll send a plumber right away to repair it.
浴缸：
The drain in the bathtub won’t open.
Two of the jets in the Jacuzzi do not turn on. /is stopped up.
The stopper in the tub is too small.
The safety grip above the Jacuzzi is loose.
进入房间
VACABULARY
Sheet床单 fire sprinkler 灭火喷淋 picture照片 coat hanger 大衣架 pillow 枕头 mirror 镜子 sofa沙发 heating control 加热控制 ice tongs 冰夹 chair 椅子 wall 墙 telephone 电话 bedside table 床头桌 ceiling light 顶灯 luggage stand 行李架 swimming bag游泳袋 window 窗户 power socket 电源插座 note pad 记事簿 carpet 地毯 curtain 窗帘 blanket 毛痰 shoe basket鞋篮 matches 火柴 ice bucket 冰桶 security latch安全门
PHRASES ON THE JOB
Good morning.
早上好。
See you later.
再见。
May I clean your room?
我可以为您打扫房间吗？
Shall I come back later?
我可以过会儿再来吗？
Could you come back in an hour?
我能一小时后再来吗？
TALKING TO THE GUEST
Attend: Good morning, Housekeeping.
Guest: Good morning.
Attend: May I clean your room, sir?
Guest: Sorry, this is not the right moment.
Attend: Shall I come back later?
Guest: Yes please. Could you come back in an hour?
Attend: It is Ok. I’ll be back in an hour. Bye bye.
Guest: See you later.
VOCABULARY
Vase 花瓶 disposal bag 垃圾袋 shower head莲蓬头 rubbish bin 垃圾箱 door 门 bottle opener开瓶器 face towel 面巾 sink 水槽 tap 水龙头 ashtray烟灰缸 hand towel 手巾 grab bar toilet 厕所 soap 肥皂 soap dish肥皂碟 exhaust fan抽风机 bath tub 浴盆 shaving socket 剃须刀插座 toilet paper 厕纸 plug 电插 glass 玻璃杯 facial tissue 面巾纸 shower curtain 浴帘
USING WHAT YOU’VE LEARNED
Fill the words in the right place.
We cover the beds with a ___________
In the ___________ are cool drinks.
Can you turn off the ____________ , it’s getting cold here.
I need my shoes to be cleaned. I’ll put them in the ___________
After cleaning the glasses we put them on the ___________
You can switch on the television with a ____________
My lamp does not work. Could you change the ____________ for me?
Do you have some ___________ to light my cigarette?
For the cleaning of the bathroom we have to use ____________
I don’t know the phone number. Can you please give me the ____________ , so that I can look it up.
Chemicals bed spread shoe basket telephone directory air conditioner
coasters matches remote control light bulb refrigerator
二、开夜床服务
VOCABULARY
dusting 去尘 toilet brush 马桶刷子 refuse bag 废物袋 general cleaning vacuum 真空 bucket桶 mopping 拖地 scrub 檫洗 dustpan and brush 簸箕和刷子 detergent 清洁剂 vacuum cleaner 吸尘器 mop 拖把 shampoo 洗发水 bath foam 浴液 sewing kit 针线盒 comb梳子 tooth brush 牙刷 moisturizer 润肤露 shower cap 浴帽 shoehorn鞋拔 shoe shine檫皮鞋 dry cleaning docket 干洗单 breakfast menu 早餐菜单 light switch 灯开关
air conditioner vent 空调排风口 pillow case枕套 coffee table 咖啡桌 wall paper 壁纸 hair dryer 吹风机 standing lamp 地灯 valet stand 衣物架 switch 开关 desk书桌 desk chair （与书桌配套的）椅子 laundry docket 洗衣单 Do Not Disturb Sign 请勿打扰牌 DND sign请勿打扰牌 chest of drawers 带抽屉的柜厨 sheer curtains 纱窗帘 desk lamp 台灯 television cabinet 电视柜 furniture 家具 single bed 单人床 double bed 双人床
PHRASES ON THE JOB
May I come in for turn down service?
Is there anything else I can do for you?
Just a moment.
I will go and get it at once.
Thank you very much.
You’re welcome.
Turn down service, may I come in?
Is there anything else I can do for you?
Have a good night.
The same to you.
TALKING TO THE GUEST
Attendant: Good evening, may I come in for turn down service?
Guest: Yes, come in please.
Attendant: Is there anything else I can do for you?
Guest: Yes, I would like a few more towels.
Attendant: Sure. Just a moment. I will go and get them at once.
Here you are, sir.
Guest: Thank you very much.
Attendant: You’re welcome.
Guest: Good night.
Attendant: Good night.
TALKING TO THE GUEST:
Attendant: Good morning.
Turn down service. May I come in?
Guest: Oh no, Thank you. That is not necessary today.
Attendant: Is there anything else I can do for you, sir?
Guest: Well in fact there is. This morning I asked for new laundry bags but they still haven’t rough me some.
Attendant: Oh, I’m sorry. Well, I’ll have to get one on anther floor.
Would you mind waiting for a minute?
Guest: No, no problem.
Attendant: Here you are, sir. Have a good night.
Guest: Thank you. The same to you.
USING WHAT YOU’VE LEARED
During turn-down service we put the ice cubes in the (refrigerator, ice tongs, ice bucket)
In the bathroom, we put the (matches, glasses, soap) next to the ashtray.
Every morning we have to collect the (laundry bags, laundry docket, breakfast menu)
For cleaning the (curtains, wall, carpet) we use the vacuum cleaner.
We have to use the (air conditioner vent, heating control, air conditioner) to control the cool air in the room.
三、客人可能遇到的问题
VOCABULARY
Bedside lamp 床头灯 smoke detector 烟感器 air conditioner 空调 wardrobe 衣柜 television guide电视指南 Please Make Up sign 请收拾房间牌 PMU sign 请收拾房间牌 slippers拖鞋 drapes 布帘 television电视 bed 床 battery电池 ceiling屋顶 glasses杯子
Laundry docket 洗衣单door 门 window sill 窗台shopping bag 购物袋 menu菜单pen钢笔
PHRASES ON THE JOB
Good morning How are you today? Very well, thank you
早上好。 您今天好吗？ 很好，谢谢。
Where are you from? I’m form America Is there anything I can do for you?
您是哪里人？ 我是美国人。 我能为您做些什么？
Could you please show me? Have a nice day/
您能领着我看看好吗？ 祝您今天快乐。
TALKING TO THE GUEST
Attendant : Good morning, Madam, How are you today?
Guest : Good morning. Very well, thank you. And you?
Attendant : I’m fine, too. Do you have any plans for today?
Guest : No, not really. Tomorrow I’ll fly back home.
Attendant : O’really, where are you from?
Guest: I’m from America. By the way, when are you going to clean my room?
Attendant :I’ll come to your room as soon as I have finished this one. Why? Is there anything I can do for you?
Guest:Y es, there is. The tap in my bathroom is broken. Could you have it fixed for me?
Attendant :Well, certainly. Could you please show me?
Guest: Yes, come in.
Attendant :Oh, I see. I’ll call the engineering department right away. They can fix it for you.
Guest:Very good. Thank you very much.
Attendant：My pleasure. Have a nice day.
Guest: The same to you. Good bye
PAIR WORK
Find a partner and play the role of the guest and the room attendant.
The guest is not satisfied with the cleaning of his room
(too much dust and the bed sheets are not clean etc.)
PHARSES ON THE JOB
I’m terrible sorry. Do not disturb sign. Thank you very much
TALKING TO THE GUEST
Guest: Good afternoon. Smith speaking
Attendant : Good afternoon sir. This is Nicole speaking from the Housekeeping Department.
I’m terribly sorry to disturb you, but when can we clean your room?
Guest: Why do you ask? Is there a problem?
Attendant : Well, your DND sign is still on your door.
Guest: Is it? I’m sorry. I forgot to take it of the door knob. You can come whenever you
want.
Attendant : Oh. Thank you very much.
VOCABULARY
Liquors 烈性酒 beer 啤酒 soft drinks软饮料 wine 酒 candy糖
chocolate 巧克力 chewing gum 口香糖 razor 剃须刀 Tooth brush 牙刷
tooth牙齿 paste 胶水 camera摄像机 tissue餐巾纸 peanuts花生 juice 果
mineral water矿泉水
PHRASES ON THE JOB
I’m very sorry Thanks a lot take your time There is no hurry It’s OK.
TALKING TO THE GUEST
Attendant : Good evening, Housekeeping. Mary speaking. May I help you?
Guest : Good evening. This is Mister Backer speaking. Room 421. The room attendant forgot to give me new bottles of mineral water. Can you bring me some?
Attendant : I’m very sorry fro the inconvenience. I’ll ask our room attendant to take some bottles to your room right away.
Guest : Thanks a lot, but take your time. There is no hurry.
Attendant : That’s Ok. Good night
Guest : Good night.
USING WHAT YOU’VE LEARNED
Which word does not belong to the others
Desk telephone toilet bucket chair note pad bed toilet brush vase Sponge pen bath tub chemicals sofa grad bar sink iron standing lamp Bedside lamp shoe horn light switch tooth brush ceiling light soap
四、洗衣服务
VOCABULARY
Dry cleaning干洗 wash湿洗 press 压 steam 蒸汽 shrink/shrunk 收缩 hole 洞 stain 染色 starch 淀粉 fold/folded 折叠 hot water 热水 Cold water冷水 warm water 温水 tumble dry 脱水 detergent 洗涤剂 soap 肥皂 dry 干的wet 湿的
PHRASE ON THE JOB
May I help you? My suit is folded Can I have it pressed?
There is a surcharge for express service.
TALKING TO THE GUEST
Attendant : Good afternoon. Laundry service. May I help you?
Guest : Good afternoon. This is Mr. Morris speaking. I just checked-in and I’ll have a meeting in a few hours, but my suite is folded. Can I have it pressed?
Attendant : That is no problem, sir. You need it within a few hours?
Guest : Well, I’d rather have it within an hour.
Attendant : OK, but there is a surcharge fro express service.
Guest : I know, but that is fine with me. I need it to be pressed
Attendant : All right. I will send someone to pick it up in a few minutes.
Guest : I won’t be in my room then because I have to leave right away. I’ll put my suite on the door
Attendant : What is your room number, sir?
Guest : My room number is 318
VOCABULARY
Coat hanger 衣架express 表达 surcharge 附加费damage 破坏colour run 褪色 dye 燃料 cotton 棉花 button 纽扣 hem 花边 cuff 袖口 collar 衣领 seam laundry bag 洗衣袋 plastic bag 塑料袋 laundry basket 洗衣篮
PHASES ON THE JOB
The laundry has not been returned.
Which items did you have for laundry?
Did you check your wardrobe?
Sorry for bothering you.
TALKING TO THE GUEST:
Attendant : Good evening. Laundry office. May I help you?
Guest : Good evening. This is Ms. Taylor in room 548. Today I had my laundry done, but I think it has not been returned.
Attendant : That is strange, because we’ve already returned all the items did you have as laundry?
Guest : Well, in fact it was not laundry. I had two slacks and a jacket for dry cleaning.
Attendant : Aha. Did you check your wardrobe. Because normally we hang it back there.
Guest : No. I did not. One moment, I’ll check it. They are back. Sorry for bothering you.
Attendant : No problem at all, Ms Taylor. Good night.
PAIR WORK
Find a partner and play the role of the guest and the attendant.
It is the first time you visit a hotel and you would like to have your laundry done.
Let the attendant explain this to you.
You also have a special request.
PHRASES ON THE JOB
I have a special request.
Don’t use any detergent or soup.
Do not tumble dry.
My shirt is badly shrunk.
Can you stretch them?
Please complete the laundry list.
USING WHAT YOU’VE LEARNED
A : Good morning. Laundry office. May I help you?
B : Yes. I have a special _________
I have a very expensive________ which I’d like to have wrote everything on the_________ , but I want to make sure that you treat it very carefully.
A : Of course, Madam. You can tell me what you would like to use to clean your _________.
B : I would like you to use __________and no _________or_________.
And also do not __________it _________.
It is no problem if it takes more than one day to clean and try it.
A : OK, Madam. I wrote everything down. May I have your name and room number?
B : My name is _________and my room number is _________
A : Thanks for calling, Ms________. I’ll take care of it.
*****************************
A : Good afternoon. My name is have a _________and a _________which are badly________. Can you ________ them for me or isn’t that possible?
B : Well, normally we can It only depends on the _________ it is made of.
A : They are both made of _________.
B : Then I think it won’t be a problem.
A : Can I just put it in a __________and complete the laundry list?
B : That is will take care of it personally.
A : Oh, thank you very much.
PHRASES ON THE JOB
I’m missing a pair of socks.
What colour are your socks?
I’ll see if I can find them.
I’ll send them to your room as soon as possible.
TALKING TO THE GUEST:
Guest: Hello, Madam. They’ve just returned my laundry but I’m missing a pair of socks.
Attendant: Oh, I’m sorry. Can you tell me what colour your socks are? Then I’ll see if I can find them.
Guest: My socks are blue with green
Attendant: Blue with green. One moment please. Hello, sir. I found two pairs of blue with green socks，both with a different room number.
Guest: Well, my room number is 465.
Attendant: 465. Well, then I have your socks here too. I’ll send them to your room as soon as possible.
Guest: Thank you very much.
Attendant: You’re welcome, and dory again.
VOCABULARY
Suit 制服 jacket 夹克 trousers 裤子 slacks 松弛的 dress 裙子 shirt 衬衫 blouse 短上衣；女衬衫 tie 领带 sweater毛衣 overcoat 大衣 pajamas 睡衣裤 shorts 短裤 bath towel 浴巾 hand towel 手巾 face towel 面巾 bath mat 浴室防滑垫 bath rug 浴室踏脚毯 bed sheet 床单 pillow case 枕套 panties 短衬裤 brassieres (bra) 内衣 stockings 长袜 night gown 晚礼服 ports wear 运动服
PHRASES ON THE JOB
We are not able to remove the stain.
We are afraid the colors will fade.
Can you dye the blouse for me?
There is a hole in your trousers.
We can mend it for you.
TALKING TO THE GUEST:
Ms. Martin: Ms. Martin speaking.
Attendant: Good morning, Ms. Martin. This is the laundry office. You asked us to try to remove the stain in your blouse.
Ms. Martin: Yes, that is right. Did it work?
Attendant: Well, we’ve tried but it is not so easy. So far it doesn’t work. We can try another time, but then the colors might fade.
Ms. Martin: Oh no, I was afraid this might happen.
Attendant: What shall we do, Ms. Martin?
Ms. Martin: What if you remove the stain and the color fades? Can you dye the blouse for me?
Attendant: No, I’m sorry. We can not.
Ms. Martin: Well, what now? I think its best just to wash the blouse and leave the stain.
Attendant: OK. We will. Then there is another thing. There is a hole in your trousers.
Ms. Martin: O yes? Is there? I didn’t know.
Attendant: Yes, but it isn’t bad. It’s a seam that got loose. We can mend it for you.
Ms. Martin: O please. That would ba very nice.
Attendant: All right. We will wash your blouse and mend your trousers. I wish you a nice day, Ms. Martin.
Ms. Martin: Thank you very much and thanks for calling.
五、公共区域
VOCABULARY
Entrance 入口 exit 出口 window 窗户 door 门 glass 玻璃 marble 大理石 floor 地板 carpet 地毯 stairs 楼梯 vacuum cleaner 真空吸尘器 wipe 擦拭 ashtray 烟灰缸 fountain 喷泉
PHRASES ON THE JOB
Excuse me, madam. Can I help you?
I’m looking for the Chinese restaurant.
They are on your left/right.
Where are the rest rooms?
TALKING TO THE GUEST
Attendant: Excuse me, Madam. Can I help you?
Guest: Yes, I think you can. I’m looking for the Chinese restaurant.
Attendant: Oh, the Chinese restaurant is on the second floor. You can take the stairs and then it is on your left.
Guest: Thank you. And can you also tell me where the rest rooms are?
Attendant: They are here in the corner of the lobby and upstairs next to the Chinese restaurant.
Guest: Oh, then I’ll see them when I am upstairs
Attendant: You’re welcome.
USING WHAT YOU’VE LEARNED
You are standing in the lobby.
Answer the following question in full English sentences with courtesy.
Where are the function rooms?
Where can I find a house phone?
I think the elevator is broken.
Where is the exit?
Where can I find the health club?
VOCABULARY
Brass 黄铜 elevator/lift 电器 mop 拖把 sweep 扫 buff 擦亮 restaurant 餐厅
buffing machine 抛光机 function room 功能室 house phone 对内电话 rest room休息室toilet paper 厕纸 soap 肥皂 hand towel 手巾 Slipper 拖鞋 battery 电池
glasses 眼镜 vacuum 吸尘器 door 门 skirt裙子 urgent 紧急的 elevator电梯 suit 衬衫 napkin 餐巾 exit 出口 water水 ashtray 烟灰缸 laundry list 洗衣单 empty 空的 refrigerator 冰箱 toilet 厕所 stretch 伸展；延伸
DRAW HEADS
* My laundry has not been returned. * My air conditioner is fixed.
* It is clean again. * They came right in time.
* I asked them several times. * My toiler does not flush
* Let me help you * My tap needs to be fixed.
* They did press my trousers * It’s too hot in my room.
* They put a new button on my blouse * He did a proper job.
* He wrote down the wrong number * Thanks for checking.
* There is a foul smell in the corridor. * My room is clean already.
* House Keeping came to early. * They never bother me.
SELF TEST
Where are the ________? Don’t use any ________.
Could you come back at ________ ? I’m ________ my tie.
Sorry for the __________ I have a special ________.
May I come in for ________? May I clean the ________.
Use the ________ for the marble . They didn’t change the ________.
There is a ________ for express service. The ________ is dirty.
Please complete the ________. The ________ is dirty.
Did you check your ________? You forgot to dust the ________.
I have a ________ in my trousers. I had two ________ for ________
The colour of my shorts ________ Please don’t ________
My ________ is leaking. I have not enough ________
The ________ loose. Can you ________ the blouse for me.
Can you change the ________ of my remote control?
餐饮部 F&B
一、预定 Taking Reservation
Answering the phone with a smile
Greeting the guests
Introducing: the restaurant & yourself
Asking for some information
Repeating details, including:
Date and time
Name of the guests
Number of people in the group
Special requests
Smoking or non-smoking area
The guest’s telephone number
The guest’ s room number
TALKING TO THE GUEST：
Attendant: Mr. Green, what time would you like your reservation?
:6:00 . tomorrow.
Attendant: That’s February 12th ,Friday. How many people are there in your party, Sir?
Mr. Green: Two.
Attendant: Would you prefer a smoking or non-smoking area, Mr. Green.
Mr. Green: A non-smoking area, please.
Attendant: May I have your telephone number, Mr. Green.
Mr. Green: Sure. It is 6629-1292.
Attendant: Mr. Green, you reserved a table for two in a non-smoking area at 6:00 pm on February 12th .Is that correct?
Mr. Green: Yes, that’s right.
Attendant: Thank you for calling, Mr. Green. We look forward to seeing you tomorrow evening. Goodbye, Mr. Green.
二、Greeting and Seating Guests
TALKING TO THE GUEST:
Host: Good evening, sir. Welcome to the Evergrande café. How are you today?
Guest: Fine, thanks.
Host: Do you have a reservation?
Guest: No, I don’t.
Host: We don’t have any tables open. Can you wait a few minutes?
Guest: yes, I can.
Attendant: Good evening, welcome to Evergrande café! Do you have a reservation, sir?
Mr. Green: Yes. It is under the name of Mr. Green.
Attendant： Mr. Green, table for two, non-smoking area, is that correct?
Mr. Green: That’s right.
Attendant: Mr. Green, this way, please.
三、领位 Directing Guests
Common Expressions 常用句子
Let me check your booking
We don’t have your information in our booking record.
Our restaurant is fully booked tonight.
This is the business card of our restaurant.
Your table is ready, sir.
TALKING TO THE GUEST:
Sherry: Mr. Green, is this your first time to our restaurant?
Mr. Green: Yes. Many of my friends recommended it to me. They said your chefs are great.
Sherry: They are great, Mr. Green.
Sherry: Mr. Green, we also offer a buffet over here, and this is our bar. You may choose from a wide selection of wine. The buffet is very reasonably priced at only 130 Yuan per person.
Mr. Green: It all sounds nice.
四、请客人坐Seating Guests
对话一：
Sherry: Mr. Green, here we are.
(pulling out a chair for a lady)
Madam: Thank you.
Sherry: Would you like an extra chair for your bag, Madam?
Madam: Yes, please.
Sherry: Here it is, and use this bag to cover your bag for security reasons.
Madam: Thank you.
Sherry: You are welcome.
对话二：
Sherry: Mr. Brown, (How about this table?)
Mr. Brown: what a nice place it is!
Sherry: Thank you! Mrs. Brown, would you like a highchair for your child?
Mrs. Brown: Yes, please.
Sherry: young lady, here is your chair. May I help you?
Little lady: No, thank you.
Sherry: Ok, Miss.
五、展示菜单 Presenting Menus
In an order:
Children
Women
Man
Presentation
From the guest’s right side
With your right hand
对话：
Sherry: My name is Sherry, your server. Madam, here is our menu and wine list.
Madam: Thank you.
Sherry: You are welcome, and here is yours, Mr. Green.
Mr. Green: Thank you.
Sherry: My pleasure. Please take your time and I will be back shortly to take your orders.
六、点菜
对话：
Waiter: Can I take your order?
Guest 1 : I need another minute.
Waiter: Would you like something to drink first?
Guest 1: yes, I’d like a glass of orange juice.
Waiter: Small or large?
Guest 1:Large,please..
Waiter : And, for the lady?
Guest 2: Please bring me a cup of coffee.
七、早餐
1．自助早餐：
对话：
Sherry: Good morning, ladies and gentlemen!
Guests: Good morning.
Sherry: A table for 4?
Guest: Yes.
Sherry: May I have a look at your room cards, please?
Guests: Sure, here you are.
Sherry: Would you prefer smoking or non-smoking area, ladies?
Ladies: A non-smoking area, please.
Sherry: This way, please. We are serving a buffet breakfast, and it includes pastries, cereals, grilled foods, eggs, special entrees of the day, omelettes, side orders and of course beverages too.
Guests: Great.
Sherry: Coffee or tea, please?
Guest: Coffee, please.
Guests: Tea, please.
Sherry: Please wait a moment and I will be right back.
2．早餐散点
对话：
Sherry: Good morning, Mr. Green. Here is our breakfast menu.
Mr. Green: Thank you.
Sherry: May I take your order now?
Mr. Green: Yes. I will have the American breakfast, please.
Sherry: Good, and what kind of juice would you like, sir? We have orange, water melon, grapefruit and apple juice.
Mr. Green: Apple juice, please.
Sherry: Which cereal would you like?
Mr. Green: Rice crispiest. Please also bring me a Danish pastry and an omelet,
Sherry: Mr. Green, would you like coffee or tea?
Mr. Green: Coffee, please.
Sherry: Mr. Green, you ordered apple juice, rice crispiest, Danish pastry, an omelet and a cup of coffee. It will be ready with in 10 minutes.
Mr. Green: Thank you.
Sherry: It’s my pleasure.
八、主餐 All Day Dining Menu
开胃菜 appetizer
沙律 salad
汤 soup
三明治 sandwich
汉堡包 hamburger
主菜 main course
意大利面 pasta
比萨 pizza
法国特选菜 French specialty
素食特选菜 vegetarian specialty
甜点 dessert
对话：
Sherry: May I have your order now, Mr. Brown?
Mr. Brown: Yes, please.
Sherry: Would you like some appetizers or a salad to start your meal?
Mr. Brown: ***as a starter.
Sherry: Would you like some soup, Mr. Brown? Our ***soup is very good.
Mr. Brown: ***soup? Okay.
Sherry: What entrees would you like, Mr. Brown?
Mr. Brown: ******
Sherry: ******? Anything else?
Mr. Brown: No, that’s all.
Sherry: Mr. Brown, you ordered***,**soup,******. Is that correct?
Mr. Brown: Yes, that’s exactly right.
九、酒单 Wine List
对话：
Sherry: Mr. Brown, here is the wine list.
Mr. Brown: I would like some red wine. Do you have ***?
Sherry: No, sir, we only have the red wines on the wine list.
Mr. Brown: How about a ***?
Sherry: The *** is very good, Mr. Brown.
Sherry: What would you like to drink, sir?
Mr. Brown: Do you have whisky?
Sherry: Yes, we have Scotch, Irish or Bourbon whisky. Which one would you like, Mr. Brown?
Mr. Brown: Irish whisky, please.
Sherry: With or without ice, Mr. Brown?
Mr. Brown: Straight up, please.
Sherry: Irish whisky without ice, is that correct, Mr. Brown?
Mr. Brown: That’s right
十、送餐服务 Room service
对话一：
Tom: Good morning, Room service, this is Tom Speaking. How may I help you?
Mr. Brown: I would like to order breakfast.
Tom: What would you like, sir?
Mr. Brown: A glass of orange juice, two breakfast rolls with butter and a cup of coffee.
Tom: Anything else, sir?
Mr. Brown: No, that’s all
Tom: May I have your name and room number, sir?
Mr. Brown: Sure, My name is David Brown and I am in room 524.
Tom: Ok, Mr. Brown, you ordered a glass of orange juice, two breakfast rolls with butter and a cup of coffee. Is that correct, Mr. Brown?
Mr. Brown: That’s correct.
Tom: Mr. Brown, it will be ready with in 20 minutes.
Mr. Brown: That’s great. Thank you.
Tom: It is my pleasure.
对话二：
Tom: What would you like to drink, Mrs. Brown?
Mrs. Brown: One Bottle of Miler beer, please.
Tom: I’m sorry, Mr. Brown. We have run out of Miller beer at this time. Would you like to try a Chinese beer, such as TsingTao, Yanjing or Pearl River? They are all excellent beers.
Mrs. Brown: Can you tell me a bit about these beers?
Tom: Tsingtao is the most popular beer in China.
Mrs. Brown: Ok, a bottle of Tsingtao.
Tom: Mrs. Brown, your dinner will be ready with in 25 minutes.
Mrs. Brown: Ok. thank you.
Tom: It’s my pleasure. See you later, Mrs. Brown.
对话三：
Nancy: Good morning, Room Service, This is Nancy speaking, how may I help you.
Mr. Brown: I would like to have lunch in my room.
Nancy: ok. Our room service has a very good reputation. What would you like to order, sir.
Mr. Brown: I’m not sure. What would you suggest?
Nancy: You can have a look at the menu in your room, Sir.
Mr. Brown: Oh, I forgot about that.
Nancy: It is in the Service Directory on the desk, Sir. Read the Food and Beverage Service Section.
Mr. Brown: Ok. I found it. I will look it over and call you back.
Nancy: We are looking forward to serving you, sir.
FOOD & BEVERAGE
Customer service is everybody’s business.
Treat guests the way you would like to be treated
Just use your good judgment and
Evergrande CAFÉ
VOCABULARY
A la carte 散点 mise en place餐前准备 buffet 自助餐台 lighter 打火机
behavior 表现 pepper mill胡椒碾磨器 reservation 预定 service station 加油站
ice cubes 冰块 draught beer 生啤 tooth pick 牙签 straw 吸管 table cloth 桌布
to recommend 推荐 napkin 餐巾 hot pot 火锅 cigarette 香烟
American breakfast(ABF) 美式早餐 clearing the table 清理台面
PHRASES ON THE JOB
Welcome to the Evergrande Café.
A table for two?
Do you prefer the smoking or non-smoking area?
What would you like to drink?
I can recommend our special of the month.
Will this table be to your satisfaction?
Would you like to try our buffet, or do you prefer a la carte?
TALKING TO THE GUEST:
Hostess: Good evening. Welcome to the Evergrande Café.
Guest: Good evening.
Hostess: Table for two?
Guest: Yes,please.
Hostess: Do you prefer the smoking or non-smoking area?
Guest: Non-smoking.
Hostess: Ok. This way please.
Hostess: Will this table be to your satisfaction?
Guest: Yes. This table is all right.
Hostess: What would you like to drink?
Guest: I’d like a Ginger Ale, please.
Hostess: A Ginger Ale. And for you, Sir?
Guest: Well. I’d like a beer.
Hostess: What kind of beer, sir? A draught beer or a bottle? I can recommend our special of the month.
(The waitress shows the guest the card.)
Guest: Oh, Molson Ice beer sounds good. I’ll try that one.
Hostess: All right. One Ginger Ale and Molson ice beer. Here is our menu , or would you like to try our buffet?
Guest: No, we’ll take a la carte. Thank you.
Hostess: Ok. I hope you enjoy your dinner.
Guest: Thank you very much.
VOCABULARY
Ashtray 烟灰缸 buffet cloth 自助餐台布 bill 账单 spoon勺子 cork screw 螺旋拔塞器 dinner knife/fork 餐刀/ 餐叉 fresh squeezed 鲜榨果汁 dessert knife/fork 点心刀/叉 help yourself…. 请随意… Steak knife 扒刀 on the side 在…的一边
plate 盘子 cereal bowl谷类早餐碗 wine basket 红酒篮 coffee cups 咖啡杯
soft drinks 软饮料 fruit juice 果汁 aperitif 开胃酒 ice tongs 冰块夹
PHRASES ON THE JOB
How are you today? I’m fine, thank you. Can I bring you a cappuccino?
Is this table OK? Our soup of the day is ……. Our catch of the day is ……
TALING TO THE GUEST
Hostess: Hello, Mr. Adams. How are you today?
Mr. Adams: I’m fine. Thank you.
Hostess: Your wife is not coming today?
Mr. Adams: Yes, She is. She will be here in a few minutes.
Hostess: Ah, I see. You still prefer the smoking area?
Mr. Adams: As always.
Hostess: This table is OK?
Mr. Adams: Yes, thanks
Hostess: Can I bring you a cappuccino?
Mr. Adams: Yes, Please. And for my wife a fresh squeezed orange juice
Hostess: OK. One cappuccino and one fresh squeezed orange juice
Mr. Adams: And today we would also like to have lunch.
Hostess: Oh. Just a moment I will give you the menu or do you prefer the buffet?
Mr. Adams: I’d like the menu, please.
Hostess: Here you are, Mr. Adams. Our soup of the day is cream of tomato and our catch of the day is salmon.
Mr. Adams: Thank you very much.
Hostess: Enjoy your lunch. Mr. Adams
USING WHAT YOU’VE LEARNED
Fill in the right words
Can I have a ____________with my orange juice please?
I don’t like ____________in my drink.
May I ____________ the table?
I’d like spaghetti, but a small ____________ .
I’m sorry. Can you give me an ____________ for my cigarette? I can only eat some salad. I’m on a ____________
The food is ____________.
Diet Plate Clean Ice Ashtray Excellent Help yourself Straw
PHRASES ON THE JOB
Table for two, please Is this table all right?
I’d rather sit at the window what may I bring you to drink?
What kind of flavors do you have?
TALKING TO THE GUEST
Guest: Good evening, table for two please. Smoking.
Hostess: Yes, Sir. This way please.
Is this table all right?
Guest: Well, I’d rather sit at the window, if that is not problem.
Hostess: No, Sir, Not at all. What may I bring you to drink?
Guest: I’d like an English tea, please. What kind of flavors do you have?
Hostess: We have Earl Gray, Orange Pekoe and Herbal Tea.
Guest: Earl Gray for me, please
Hostess: And for you, Sir?
Guest: I’d like an espresso, please
Hostess: All right. One Earl Gray tea and one espresso.
Guest: Thank you
Hostess: May I offer you our menu?
Guest: Oh no, thank you. Maybe later.
PAIR WORK
Find a partner and play the role of the guest and the hostess..
The hostess shows the guest to the table and takes beverage order.
VOCABULARY
Diet 日常饮食 Bottle opener 开瓶器 Excellent 极好的 cigar 雪茄 banquet 宴会
set menu 固定菜单 to dress the table 摆台 room service 送餐服务 crashed ice 碎冰机ice bucket 冰桶 pizza oven比萨炉 garbage bin 垃圾桶 coffee heater 热咖啡机
to reheat 重新加热 to polish 上光打磨 set up 出发 tray 重新尝试 vegetarian素食者scoop 铲子
PHRASES ON THE JOB
Can I sit outside? I’d like to sit in the shade.
To prepare the pizza will take around 30 minutes
You’d like everything on top?
TALKING TO THE GUEST
Hostess: Good afternoon, Ms. Field. How are you today?
Ms. Field: Fine, thank. Can I sit outside?
Hostess: Yes, of course. But I think it is too hot to sit outside.
Ms. Field : Oh, I don’t mind. I’m going to sit in the shade.
Hostess: What would you like to drink, Ms. Field?
Ms. Field: I’d like to have an ice tea, please. That is very nice with this kind of weather..
Hostess: And what can I bring you for lunch?
Ms. Field: I’ve heard that the pizza is very good. So I’d like to try that one.
Hostess: To prepare the pizza will take around 30 minutes. That is not too long?
Ms. Field: No, that is not too long. I’ve got enough time.
Hostess: And would you like everything on top?
Ms. Field: As long as there are no olives on top, I’d like everything.
Hostess: OK. So one ice tea and one pizza without olives on top
Ms. Field: Please.
VOCABULARY
Bread plate 面包碟 water jug 水壶 coffee pot 咖啡壶 beer glass 啤酒杯
wine glass 酒杯 champagne glass 香槟酒杯 milk jug 牛奶盅 cocktail glass 鸡尾酒杯salad bowl 色拉盘 sugar bowl 糖罐 Irish coffee glass 爱尔兰咖啡杯 tea pot 茶壶
PHRASES ON THE JOB
Excuse me, Sir. May I take your order? How would you like the burger done?
With everything on top? Is there anything else I can do for you?
TALKING TO THE GUEST
Waitress: Excuse me, Sir. May I take order?
Guest: Yes, please. I’d like the soup of the day and the Sheraton Burger.
Waitress: How would you like your burger done?
Guest: I’d like it well done, please
Waitress: Do you like everything on top?
Guest: I’m sorry. What do you mean with everything?
Waitress: I mean normally the burger is served with bacon, egg, mushrooms and cheese. Maybe there one of there items you don’t like?
Guest: Eh, without bacon, please
Waitress: All right. Is there anything else I can do for you?
Guest: No, thank you. Oh, yes there is. I’d also like an ice water, please
Waitress: Right away, Sir.
UNIT 2 PAN SHAN GRILL
VOCABULARY
Coffee spoon 咖啡勺 fish fork/knife 鱼叉/刀 fruit fork/knife 水果叉/刀
salad 沙律 Desert spoon 甜品更 Butter Knife 牛油刀 Cake tongs 糕饼夹
Sauce ladle 调味勺 soup ladle 汤勺 sugar tongs 糖夹 pepper/salt shaker 胡椒/盐盅
PHRASES ON THE JOB
I’ll be at your service. May I suggest to bring you a …….?
Have you made a choice for dinner yet? May I repeat your order?
While you are waiting for your main course, may I suggest a soup or an appetizer?
Our …….is very good.
TALKING TO THE GUEST
Waiter: Good evening, Mr. And Mrs. Douglas. How was your day?
Ms. Douglas: Oh, very nice. First we visited the TV tower. The sky was so clear this morning. We could look very far. And this afternoon we went to the Ancient Culture Street.
Waiter: Really? Did you buy something?
Ms. Douglas: Yes. We did. We bought some of these day figures. They are very nice.
Mr. Douglas: And now we decided to end our day with a nice and quiet dinner.
Waiter: Ok, well, I will be at your service this evening.
: Thank you.
Waiter: Then, may I suggest starting with a nice glass of wine? We have a very nice Californian wine our specially of the month.
Ms. Douglas: That’s a good idea. Let’s have a nice bottle of wine with dinner.
Waiter: Do you prefer red or white wine.
Mr. Douglas: We both prefer red wine.
Waiter: All right, a bottle of red Californian Saint Pierre. And have you made a choice for the main course yet?
Mr. Douglas: Yes, we have. I’d like the sirloin steak served with roast potatoes, please.
Waiter: Which sauce do you prefer? Béarnaise, pepper, mushroom or red wine sauce?
Mr. Douglas: For me the pepper sauce, please
Waiter: And for you, Mrs. Douglas?
Mrs. Douglas: I’d like the tenderloin, please, with mushroom sauce.
Waiter: How would you like you steak done?
Mrs. Douglas: Well done, please
Waiter: And while you are waiting for your main course, may I suggest a soup or an appetizer? Our seafood soup is very good.
Mrs. Douglas: Well, I’d like to try the soup.
Mrs. Douglas: No, not for me. Thank you.
Waiter: Would you like to order dessert now or afterwards?
Mr. Douglas: No, we order that afterwards.
Waiter: Ok. May I repeat your order? A bottle of red Californian saint Pierre wine. Furthermore for Mr. Douglas, one seafood soup and the sirloin steak served with roast potatoes and pepper sauce. For Mrs. Douglas, the tenderloin steak with mushroom sauce.
Mr. Douglas: That is right. Thank you very much.
PAIR WORK
Find a partner and play the role of the guest and the waitress.
Take order of three course, an appetizer and wine.
PHRASES ON THE JOB
I’d like to make a reservation How many persons will there be in your party?
For what time do you want me to make the reservation?
I’ll write down six persons as provisional number
TALKING TO THE GUEST
Waitress: Good evening. Pan Shan Grill. Kate speaking. May I help you?
Mr. Pierce: Good evening. This is Mr. Pierce speaking.
Waitress: Hello, Mr. Pierce. How can I help you?
Mr. Pierce: I’ll like to make a reservation for this Friday.
Waitress: For this Friday. Let me check for you. For what time would you like me to make the reservation?
Mr. Pierce: Let’s say 7:30, if that is no problem.
Waitress: No, not at all. And how many persons will there be in your party?
Mr. Pierce: As far as I know now there will be six people. But I’m not quite sure. There may be two. Is it all right if I let you know the exact number by Wednesday?
Waitress: Yes, that would be nice. I’ll write down six persons a provisional number.
Mr. Pierce: OK. Thank you very much.
PHRASES ON THE JOB
Can I bring you an appetizer first? I care for a red Port.
Do you want to have another look at the menu? What is the steak coming with?
Would you like to order dessert after the main course? May I repeat your order, sir?
TALKING TO THE GUEST
Waitress: Good evening. Mr. and Ms. Stanton, how are you today?
Ms. Stanton: Good evening. We’re fine. Thank you.
Waitress: Can I bring you an appetizer first?
Mr. Stanton: That would be nice. I care for a red port.
Mrs. Stanton: Yes, I’d like the same, please.
Waitress: Two red port.
Waitress: Are you ready to order? Or do you want to take another look at the menu?
Mr. Stanton: No, we already know what we want. My wife wants to start with a Carpaccio and for me the French onion soup, please.
Waitress: One Carpaccio and one onion soup.
Mr. Stanton: For main course we’ll have the Norwegian salmon, and for me the sirloin steak with béarnaise sauce. What is the steak coming with?
Waitress: It is coming with baked potatoes, green asparagus, and carrots. Is that OK? Or would you like to have something else?
Mr. Stanton: No, this is ok.
Waitress: would you like to order dessert after the main course?
Mr. Stanton: No, we can do that now. Two portions of crepes suzette, please
Waitress: Yes, Sir. May I repeat your order? One capriccio and one onion soup. For main course one Norwegian salmon and the sirloin with béarnaise sauce, and for dessert two portions of crepes Suzette.
Mr. Stanton: Yes, that is right.
Waitress: And what can I get you to drink? I suggest a nice glass of white wine for madam and red wine for Mister Stanton.
Ms. Stanton: It’s not necessary for me to have white wine with my salmon.
Mr. Stanton: Can I have a look at the wine list?
Waitress: Of course. One moment. I’ll get it for you.
Mr. Stanton: Thank you. Ah, I see. Please give us a bottle of Fleurie
Waitress: A nice wine. Fits both dishes
Mr. Stanton: That’s right. Thank you very much.
VOCABULARY
bean curd 豆腐 scallop 扇贝 pomfret鲳鱼 bitter cucumber苦瓜 kiwi 猕猴桃
sea cucumber 海参 garlic 蒜 conch 海螺 bamboo roots 竹笋 vinegar 醋
duck web 鸭掌 Rabbit 兔子 seasoned salt 鲜辣粉 scallion 葱 turtle 甲鱼
peanuts花生 mustard 芥末 squid 鱿鱼 cashew nuts 腰果 fungus 菌类
fish maw 鱼肚 leek 韭菜 sesame 芝麻 chest 胸
PHRASES ON THE JOB
Can I get you some Chinese tea while you study the menu?
Are you ready to order sure? Make it a medium plate Do you like spicy food?
Would you care for soup? Is there something else I can bring you?
TALKING TO THE GUEST
Waitress: Good evening. Can I get you some Chinese tea while you study the menu?
Guest: Yes, Please
Waitress: Would you like to drink something else beside the Chinese tea?
Guest: I’d like a draught beer, please.
Waitress: Is This Tsing- Tao Draught ok?
Guest: Well I prefer a San Miguel
Waitress: And you , madam?
Guest: No, thank you
Waitress: All right, one San Miguel (The waitress comes back with the beer) Are you ready to order, Sir?
Guest: Yes, I am. I’d like the crispy roast suckling pig. That is a cold dish, isn’t it?
Waitress: Yes, it is.
Guest: And I’d also like the fried pork rolls with tomato sauce. But make this one a medium plate. We like it very much
Waitress: Ok, a medium plate.
Guest: We’d like a beef dish too. But what do you suggest?
Waitress: Do you like spicy food? Because then I’ll suggest the boiled sliced beef, “Si Chuan” style.
Guest: Well, I do, but my wife doesn’t. So I think it is better to order something else.
Waitress: Maybe stirred fried garlic beef, it is the hotel’s specialty, and it is not spicy.
Guest: Yes, Ok, we try that one>
Waitress: Would you care for soup also?
Guest: Where are the soups listed?
Waitress: on the next page.
Guest: Oh here, I see. Yes, we’ll take the bean curd soup with sea food.
Waitress: Is there anything else I can bring you? Maybe some vegetables?
Guest: Oh, yeah. Just bring me some seasonal vegetables. That should be nice.
Waitress: And noodles?
Guest: No. Steamed rice is OK.
PAIR WORK
Find a partner and play the role of guest and waitress
It is very busy in the Shi Hu restaurant. A guest get angry. He thinks he has to wait too long for his food. Now he wants a discount.
PHRASES ON THE JOB
Most guests like the sweet and sour pork Certainly
You might order two more dishes Let me take another look at the menu.
TALING TO THE GUEST
Waitress: Good evening, Sirs.
Guest: Good evening.
Waitress: Would you like to order now?
Guest: First we would like to have five beers
Waitress: Draught is OK.
Guest: No Chinese tea?
Waitress: No, thank you. We would like to have soup. I think the beef soup with egg white should be nice.
Guest: OK, beef soup with egg white. What else would you like?
Waitress: Last time I had, I don’t know exactly what it was, but it was lettuce filled with meat.
Guest: Oh, I know what it was. It must have been minced pigeon. Can I order that again?
Waitress: Sure.
Guest: And we’d like a pork dish. What do you recommend?
Waitress: Most guests like the sweet and sour pork.
Guest: Hmmm……I know the sweet and sour pork. But I’d like to try something else. I think we talk the sautéed diced pork with cashew nuts and vegetables.
Waitress: That is also a good choice.
Guest: And maybe some vegetables. What kind of vegetables do you have?
Waitress: We have snow beans, broccoli, carrots, mushrooms, asparagus……
Guest: Can you make a plate with these vegetables mixed?
Waitress: Certainly.
Guest: By the way, how much more should I order for 5 people?
Waitress: I think you might want to order two more dishes. Maybe beef or seafood.
Guest: Let me take another look at the menu. Yes, I know. We’ll have the beef tenderloin on hot plate and the sautéed chicken with wine sauce.
Waitress: Whole or half?
Guest: No, whole is fine. This must be enough for 5 persons.
Waitress: Maybe you would like noodles too?
Guest: Oh, yes. I forgot. Uhmm……just fried rice is OK.
Waitress: OK, thank you very much.
VOCABULARY
Cucumber 黄瓜 onions 洋葱 carrot 胡萝卜 broccoli花椰菜 egg plant 茄子 lettuce 生菜 asparagus芦笋 pickles 泡菜 peas 豌豆 corn 玉米 artichoke洋蓟 mushroom 蘑菇 corn on the cob玉米棒 celery 芹菜 cauliflower 菜花
tomato西红柿 cabbage 卷心菜 green pepper 青椒
PHRASES ON THE JOB
What would you like to drink with dinner?
When will it be returned?
TALKING TO THE GUEST:
Waiter: Room service. Peter speaking. May I help you?
Guest: Yes. I want to order dinner for two. We will start with soup. What is the soup of the day?
Waiter: The soup of the day is cream of corn.
Guest: OK. Tow soup of the day. For main course we’d like one lasagna and one grilled baby chicken.
Waiter: And for dessert?
Guest: Two home made apple pies with ice cream.
Waiter: What would you like to drink?
Guest: A bottle of wine, please. Red wine
Waiter: Would you like French or American?
Guest: No. The local Dynasty wine is fine.
Waiter: All right, sir. May I have your room number?
Guest: Yes, that is 607. When will it be served?
Waiter: In about half an hour.
Guest: Very good. Thank you.
Waiter: Thank you for calling.
PAIR WORK
Find a partner and play the role of the guest and the room service attendant.
Call room service and order lunch.
TALKING TO THE GUEST:
Waiter: Good evening. Room service. Walter speaking. May I help you?
Guest: Can you bring me a pot of coffee and a pot of tea?
Waiter: Yes, Madam. Would you like some cakes with your tea?
Guest: What kind of cakes do you have?
Waiter: We have fruit cakes and chocolate cake.
Guest: Can you bring me a piece of both?
Waiter: Certainly, Madam.
Guest: Is there anything else I can do for you?
Waiter: No, this is it.
Guest: May I have your name and room number, Madam?
Waiter: Mary French. I’m living in room 572.
Guest: I’ll send it up right away, Madam.
Waiter: Thank you.
Guest: Thank you for calling.
VOCABULARY
Butchers terms:
Bacon 培根 boiled beef 煮牛肉 brain 大脑 Carpaccio 白汁红肉
Cutlet（供烧烤、煎、炸用的)肉片, 肉饼 escalope（裹面包屑和鸡蛋的）炸肉块
fricassee 烧鸡肉或小牛肉成肉丁 goulash菜炖牛肉 ham 火腿 kidneys 肾脏 lamb chops 羊排 liver 肝 loin of pork猪肉里脊 oxtail 牛尾 rib 肋骨
roast beef 烤牛肉 salami意大利香肠 sausage腊肠 sirloin 牛里脊肉
T-bone steak T骨牛排 tongue 舌头
PHRASES ON THE JOB
What do you want me to put in your omelet?
The waitress will take it to your table.
Would you like to try this?
Is this enough or would you like more?
What kind of sauce is this?
TALKING TO THE GUEST:
Cook: Good morning, Sir. May I help you.
Guest: Yes, please. I’d like a omelet for breakfast.
Cook: What would you like me to put in your omelet?
Guest: I like the mushrooms, the onions, the green peppers and the tomatoes.
Cook: No shrimps or cheese?
Guest: No, thank you. And I’d like it to be backed harder than normal.
Cook: All right, Sir. the waitress will take it to your table
Guest: Thank you.
Cook: Good evening, Sir.
Guest: Good evening. What kind of meat do you have there?
Cook: This is beef, Sir. would you like to try this?
Guest: Please (The cook cut two pieces)
Cook: Is this enough or would you like more?
Guest: One more, please (The cook cuts another piece)
Guest: Thank you very much.
Cook: You’re welcome, Sir
Guest: By the way, what kind of sauce is this?
Cook: This is pepper sauce, Sir.
Guest: Oh, OK. Thank you.
PHRASES ON THE JOB
What would you like, pizza or pasta? What would you like on top?
Did you bring the coin from your table? We will take it to your table, Madam.
TALKING TO THE GUEST
Cook: Good evening, Madam. What would you like, pizza or pasta?
Guest: Well, pizza for me and pasta for my husband.
Cook: Pizza for you. What would you like on top?
Guest: I’d like the salami, onions, peppers, tomato, pine apple, some herbs and a little garlic.
Cook: All right. Did you bring the coin from your table?
Guest: Yes, here it is.
Cook: Very well. Number 15, we’ll bring the pizza to your table, Madam.
Guest: Thank you.
Cook: And your husband. What would you like in his pasta?
Guest: He likes mushroom, pepper, tomato, ham, onions and some herbs too.
Cook: And which pasta does him like?
Guest: He likes every pasta. Give him the fettuccini.
Cook: What about the sauce? Meat sauce or ……?
Guest: No, he asked me for the white sauce.
Cook: The white sauce, Right. We will take this also to your table. Madam.
Guest: Thanks a lot.
Handling Payment
VOCABULARY
Cash 现金 Coupon 餐劵 Credit Card 信用卡 Discount card 优惠卡 On hotel bill 记帐 Receipt 收据/发票
TALKING TO THE GUEST
Guest: Waiter, can I have the bill, please?
Waiter : Certainly, miss. Do you have a discount card or coupon?
Guest: No. but I know I can get a discount with my credit card, right?
Waiter : Yes, if you pay by credit card, you’ll get a 10% discount.
Guest: Then I’ll pay by credit card.
Waiter : Yes, may I have your credit card, please?
Guest: Sure, no problem.
Waiter : Could you sign here, please?
Guest: Here is your credit card and receipt.
Extra
Common expressions 常用句子
Sorry to have kept you waiting so long. 对不起，让您久等了。
How many people, please? 请问您有几位？
Come with me, please. Follow me, please. This way ,please. 请跟我来，请这边走。
What kinds of tea would you like ? 请问您喝什么茶？
I’m sorry that table is already reserved. 对不起，那边的桌子已给预订了。
Here is menu, Are you ready to order mow? 这是菜单，请问现在可以点菜了吗？
The recommendation of the day is….. 今天的特别介绍是…….
What would you like to drink, please. 请问您想喝点什么。
We have got port, white wine beer and different kinds of soft beverages. 我们有葡萄酒、白酒、啤酒和各式软饮料。
Do you need any ice, please? 请问需要加冰块吗？
Would you like to have a cold-drinks or hot drinks? 请问需要冷饮还是热饮。
Have a cup of tea, please! 请用茶。
Have a piece of napkin, please! 请用香巾。
We provide Cantonese BeiJing Sichuan food which style do you like. 我们的菜式有广东风味、北京风味、四川风味，您喜欢哪一种？
Please enjoy your lunch (dinner)! 祝您午餐（晚餐）愉快！
I’m sorry to disturb you. Shall I bring in your food now? 打扰了，请问现在可以上菜吗？
I’m sorry, Can I take this plate away? 对不起，我能把这个盘子撤走吗？
I’m sorry, May I have it changed the small plate? 对不起，我把它换成小盘子好吗？
Would you like to try local speciality? 您想试一下本地的特色吗？
What kinds of tea would you like to drink? 请问您喝什么茶？
I’m sorry the restaurant is full now. 对不起，现在已经客满了。
I’m sorry the banqueting hall is full now. 对不起，现在已经没有厅房了。
Would you like to use chopsticks or knife and forks, sir? 先生您喜欢用筷子还是刀叉。
Do you need a big banqueting hall or small one? 请问需要大厅房还是小厅房？
Your dish is all here, sir. 先生您的菜已经上齐了.
This fruit plate is offered as a gift in our Restaurant. Please enjoy you lunch. 先生（女士）这个水果盘是我们餐厅奉送的，祝您午餐愉快。
It is free of charge.这是免费的
It’s for 4 persons.这道菜是供4个人用的
Why not try our buffet dinner?要不要试试我们的自助餐呢？
How would you like your steak done?您的牛扒喜欢几成熟？
This is very hot. Please be careful.这道菜很烫，请小心。
What would you like with your steak您的牛扒配点什么？
Glad (nice) to see you. 见到您很高兴。
Would you like take one more?您要不要再来一份？
I beg your pardon?(or Pardon?)对不起，请再说一遍好吗？
Turn left(right).往左(右)转。
Go upstairs(downstairs).上(下)楼。
There is a washroom at the end of the corridor.洗手间在走廊尽头。
Here is your receipt.这是你的收据。
Professional terminologies 专业术语
Adults 成人
Include 包含
Last order 最后点单
Live band 现场乐队
Rare 生的
Medium rare 中等生
Medium 半生熟
Medium well 中等熟（7成熟）
Well done 全熟
Promotion 推广
Bathroom 洗手间
Toilet
Washroom
(water closet)
Lighter 火机
Match 火柴
Chopstick 筷子
Toothpick 牙签
Tray
Bowl
Spoon
Tea cup
Broccoli
Spinach
Egg plant
Lettuce
Onion
Cauliflower
Turnip
Carrot
Bamboo roots
Cucumber
Mushroom
Tomato
Celery cabbage kale water cress chilli pumpkin ginger Sweet potato taro rice corn peanut sesame pear peach cherry lychee pineapple papaya banana mango
Water chestnut walnut eel sea cucumber abalone shark’s fin cuttlefish
Lobster shrimp crab oyster shredded meat Steamed boiled stir-fried deep- fried fried smoked braised roasted
Baked stewed
运动中心Fitness Center
VOCABULARY
Fitness 健身中心 Swimming 游泳 Tennis 网球 Squash 壁球 Bowling 保龄球 Table Tennis
Snooker
