喜来登(SHERATON)酒店国际英语培训资料.docx

Chapter 1. Courtesy English

Unit 1： GREETING & FAREWELLS

l VOCABULARY
welcome 欢迎 friend 朋友 farewell 告别
identify 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

l PHRASES ON THE JOB

Good morning Good afternoon Good evening Welcome back Hi
早上好 下午好 晚上好 欢迎回来 嗨
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, thanks, 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 coming (Thanks for coming) Look forward to seeing you again
感谢光临。 盼望再见到您。

l LISTEN TO THE CONVERSATION

Listen to the guest and then fill the gap in each sentence.
The guest’s name is .
The staff’s name is .
The guest will today.
He’ll live in next time he comes.

l TALKING TO THE GUEST
Staff : Good morning. Mr. Smith. How are you today>?
Guest: Good morning. Jane. I’m fine, thanks, and you?
Staff : I’m fine too. Are you checking-out today?
Guest: yes, I think so
Staff : Did you enjoy your stay here?
Guest: Yes, I did.
Staff : I hope our service is to your satisfaction
Guest: Sure. I’m very pleased with everything here.
Staff : Thank you. I wish you a nice trip home and look forward to seeing you again.
Guest: Thank you. I’ll definitely come to the Sheraton next time I’m 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.
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 It’s nice to meet you. It ’s nice meeting youi.
我叫约翰.史密斯。 很高兴见到您。 很高兴见到您。
I’m Mary Copper I’m pleased to meet you I’m 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 I’d 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。
I’d like you to meet Mr. Thomson. I don’t think we’ve met 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? You’re new here, aren’t 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-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 you’ll enjoy you stay here.
Guest: I think I will
Staff : See you later.
Guest: See you.

PAIR WORK
Introduce yourself to a partner.

EXERCISE
Put in articles where needed.

A: Would you like cold milk?
B: Yes, please. I’d like glass of beer if you’ve got it.
A: I’ll go and have a look in kitchen.
Yes, there’s bottle here, but it isn’t 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.
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 I’m sorry please forgive me. That’s Ok
打扰一下。 对不起。 请原谅。 没什么。
I do apologize That’s 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 didn’t mean for that to happen. I assure you it won’t 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 there is a mistake in my bill..
Staff : I’m sorry to hear that. I’ll check for you right away. Would you please wait a moment?
Guest: OK. ( a moment later)
Staff : I do applogize, Mr. Smith. There is a mistake in your bill. I assure you it won’t happen
again.
Guest: Well, that’s all right

EXERCISE
Put in the missing word.

Mr and Mrs Miller are from Austria. They often go shopping without their German guide.But they can’t to the taxi driver as they can a word of Chinese.They don’t know how to him where they want to go. And the driver doesn’t know how to to them because he dosen’t German. Mr. Miller to himself. “ I wish I could some Chinese.”

UNIT 4: OFFERING HELP

VOCABULARY

Appreciate 喜欢 grateful 感谢 offer 提供
assist 帮助 favor 喜欢 desire 希望
request 要求 Besitate 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 there’s 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.
我能帮忙吗？ 如果要我帮忙，别犹豫，尽管讲。
Do you need any help? I’d be very glad to help you.
要帮忙吗？ 很高兴认识你。
Can I give you a hand? If you wouldn’t mind.
要帮忙吗？ 如果你不介意。
If you don’t mind. If it’s no trouble
如果你不介意。 如果不麻烦的话。
There’s no h urry please take your time
不着急。 不着急。
Going up? Going down.
上楼吗？ 下楼。
LISTEN TO THE CONVERSATION

Staff : Excuse me, May I help you?
Guest: Yes, I’m looking for my room.
Staff : May I know your room number, please?
Guest: Yes, my room number is 358.
Staff : That’s at the other end of the corridor. Follow me. Please. I’ll show you to your room.
Guest: Thank you. It’s very kind of you.
Staff : It’s 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..
Staff : By the way, may I help you with your luggage?
Guest: Sure, That’s very kind of you.
Staff : You’re most welcome

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.

UNIT 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 That’s very kind of you. You are so sweet
我很感激。 你太好了。 你真甜。
Thank you just the same You’re most welcome It’s my pleasure to serve you.
同样得感谢您。 不客气。 很荣幸为您服务 。
That’s quite all right I’m 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 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 Thomson. I’m here to repair your light.
Guest: That’s very nice. It’s this one in the kitchen. It doesn’t work
Staff : Let me have a look. Oh, a wire is loose. Now, it’s all right.
Guest: Yes, it is. Thank you very much indeed.
Staff : It’s my pleasure.
Guest: By the way, my telephone is too noisy. Could you please help me with this?
Staff : Sorry, I’m an electrician. I know next to nothing about telephone. But I’ll call my
colleague to come as soon as possible.
Guest : OK. Thank you just the same.
Staff : Not at all. Good-bye, Mrs. Thomson.
Guest : Good-bye

PAIR WORK
Find a partner and play the roles 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 home tomorrow.

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. I’d be glad to meet you
没问题。 不麻烦。 我会很高兴的。
LISTEN TO THE CONVERSATION
Listen to the talk between the guest and a staff and then answer 2 questions.
What’s the guest’s 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: I’m looking for the Sales Department
Staff : That’s easy. It’s over there, next to the Information Desk
Guest: I see, Thanks a lot.
Staff : My pleasure.

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 can’t speak English.
Christmas is an important holiday
I don’t like fish.
I’m very fond of sweet and sour pork.

UNIT 7： LONG THIME NO SEE
VOVABULARY
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 haven’t seen 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 guest’s name is
She went
She has grandchildren

TALKING TO THE GUEST
Staff : Good morning. How are you Ms. Jackson? Haven’t seen you for ages.
Guest: Yes. Long time no see. I’m 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 granddaughter? I’ve 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.

UNIT 8： ASKING PEOPLE TO REPEAT
VOCUBULARY
Reservation 预定 nationality 国籍 at least 至少 I’m afraid 恐怕 Australian 澳大利亚人 plan计划
Pardon 原谅 Beg 请求 On the fourth floor 在四楼repeat 重复possible 可能intend打算

PHRASES ON THE JOB
Pardon? Please say it slowly. I beg your pardon I didn’t 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 following questions:
When did the guest get to the hotel>
What’s 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. I’m afraid not.
Staff : May I know your name, please?
Guest: Yes, I’m David White
Staff : Your nationality?
Guest: I’m Australian
Staff : Sorry, I beg your pardon?
Guest: I’m 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. It’s quite all right. Thank you very much.
Staff : You’re most welcome.

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 doesn’t matter没关系。
Please take your time别急。
I’ll try my best我将尽力而为。
It’s my pleasure to serve you为您服务很荣幸。
May I call 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。
I’ll 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。
I’ll 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。
There is no hurry别着急。
I’ll be with you in a moment我马上就来。
After you.您先请。

Chapter 2 General English

The hospitality industry in Chian is a growing industry with unique challenges. These challenges will be met by motivated and well trained professionals such as yourself. The 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 today’s ever increasing competitive enviroment, the most valuable employeses are those people who have