酒店实务英语课件梁悦 刘志霞ISBN 9787566300225 PPTModule 1 Front Office.ppt

. * . . . Useful Expressions Settling Complaining: I am awfully sorry to hear that. I’m sorry to have caused you so much trouble. There could have been some mistake. I do apologize. We do apologize for the inconvenience. Thank you for telling us,sir. Thank you for bringing the matter to our attention. I assure it won’t happen again. I will report to the manager at once. I’ll attend to / take care of it right way. I’ll look into/see to this matter at once. I understand how you feel and we’ll try to do our best to help you. I’m sorry, it’s the policy of our hotel. I hope you’ll understand. I’ll be glad to change the room for another one if you wish. No problem, sir. We’ll manage it. I’ ll send a housemaid to your room and clean the room up for you at once. Our manage is not in town. Shall I get our assistant manager for you? If you please get your luggage ready,we would move you to another room. You put the “DND” sign on the knob, so the chambermaid didn’t make up the room. I’ll speak to the person in charge and ask him to take care of the problem. If there is anything more you need, please let us know. Useful Expressions Word List bathtub n. 浴缸 water closet n. 抽水马桶 clog v. 阻塞；障碍 overflow vi. 溢出；泛滥；充溢 n. 充满，洋溢； vt. 使溢出；使泛滥；使充溢 towels n. 浴巾 toiletry items 洗浴用品 toilet paper 厕纸 be stained 有污渍 in a mess 一团糟 mini-bar n. 小冰箱 inconvenience n. 不便；麻烦 awfully adv. 可怕地；十分；非常；很 deal with/handle/take care of 处理 spare rooms n. 空房，客房 porter n. 门房；服务员；行李搬运工；守门人 wobbly adj. 不稳定的；摆动的；歪斜的 electrician n. 电工 light sleeper 浅睡者 remedy vt. 补救；治疗；纠正 n. 补救；治疗；赔偿 Part 5 Bar Services Learning Objectives Get familiar with procedures of check-out and exchanging money Memorize the useful expressions in cashier service Role play the dialogues Part 5 Cashier Service Abbreviation Full name Chinese meaning Abbreviation Full name Chinese meaning ROOM ROOM CHARGE 房租 MISC SERV TR.CH. RESTR TR.CR. L.DIST ADJ. LNDRY PD.OUT Warm-up 1. Guessing the meaning of the expressions