27 handling fully booked situation
uncle的用法总结大全4篇
uncle的用法总结大全uncle的用法总结大全精选4篇（一）1. Uncle可以用作名词，表示父亲的兄弟，也可以用来称呼父亲的兄弟。
Example:- My uncle is coming to visit us this weekend. (我的叔叔这个周末要来拜访我们。
) - Hello, Uncle John! How have you been? (你好，约翰叔叔！最近过得怎么样？)2. Uncle可以用作名词，表示对男性朋友的亲热称呼或昵称。
Example:- Hey, what's up, Uncle Mike? Long time no see! (嘿，迈克大叔，最近怎么样？好久不见了！)- Thanks for helping me with my car, Uncle Joe. You're the best! (谢谢，乔大叔，你帮我修车。
你真是最棒的！)3. Uncle可以用作形容词，表示男性的典型形象，通常用来形容成熟、稳重、有经验的男子。
Example:- He's got that uncle look about him, with his beard and glasses. (他看起来很有成熟男人的样子，留着胡子戴着眼镜。
)- I like dating older men because they have that uncle vibe and I feel more comfortable around them. (我喜欢和年长的男人约会，因为他们有一种成熟男人的氛围，我在他们身边感觉更舒服。
)4. Uncle可以用作动词，表示在困境中利用自己的权力或影响力为他人斡旋、谋求利益。
Example:- The manager was able to uncle their way into getting a reservation at the fully booked restaurant. (经理利用自己的权力让他们在已经满员的餐厅得到了预订。
皇冠假日酒店前厅部SOP LIST
1001 1002 1003 1004 1005 1006 1007 1008 1009 1010 1011 1012 1013 1014 1015 1016 1017 1018 1019 1020 1021 1022 1023 1024 1025 1026 1027 1028 1029 1030 1031 1032 1033 1034 Daily Check List 每日检查表 Commencing of shift 开始当班 Shift briefing 交班会 Duty Manager’s Log Book 值班经理记事本 Hotel Inspection 参观酒店 Inspection of Public Area 公共区域的检查 Checking VIP Room Before Arrival 贵宾到达前查房 Handicapped Guest 残疾客人 VIP Check-in 贵宾入店 VIP group check in 贵宾团队入店 No-shows 预订未到客人 Room Discrepancy Report 房态差异报告 Handle with the high balance guest 处理客人的超支帐单 Wake Up Call Follow Up 跟进叫醒电话 Do Not Disturb Report “请勿打扰”报告 Check Due-Out Rooms 检查 “应退房”房间 Handle with guest late check out Request 处理客人延迟退房的要求 Lock link usage 连锁器使用 Double Lock and Open Rules 上双锁和取消双锁的制度 Investigate the guests’ feedback 客人反馈意见的调查 Guests refuse to pay the mini bar consumption 处理客人拒付迷你酒吧费用 Rebates 扣减程序 VIP Check Out 贵宾退房程序 Hotel Facilities Damaged By Guest 客人损坏酒店财产 Opening guest room safes 打开客用保险箱 Valuable articles left in guest’s room 客房内遗留贵重物品的处理 Automobile accidents 交通事故 Medical Emergency for Staff 医疗协助 Lost & found procedures 宾客遗留物品处理 Handle with water and power failure 水、电y 火警程序 Bomb threats 爆炸威胁
旅游服务礼仪情景剧本(英汉对照)25组
旅游服务礼仪情景剧本（英汉对照）25组ContentsSituation Play 1客房预定Room Reservation 1Situation Play 2在前台——入住登记At the Front Desk——Checking in 3 Situation Play 3客房用餐服务Room Service 5 Situation Play 4整理房间Making up the Room 7Situation Play 5洗衣服务Laundry Service 9Situation Play 6处理投诉Handling Complaints 11Situation Play 7赔偿损失Paying for the Damage 13 Situation Play 8紧急服务Emergency Service 16Situation Play 9餐厅预订Restaurant Reservation 19 Situation Play 10点单Taking Orders 22 Situation Play 11在酒吧At the Bar 25 Situation Play 12会议室预定Reserving the Meeting Room 27 Situation Play 13结帐 A t the Cashier’s 29 Situation Play 14订票Booking Tickets 33 Situation Play 15接机Meeting the Tourist Group at the Airport 35 Situation Play 16交通Transportation 37 Situation Play 17商讨旅游行程Discuss the Itinerary 39 Situation Play 18游览黄山Climbing Mount Huangshan 41 Situation Play 19参观长城Visiting the Great Wall 43 Situation Play 20参观兵马俑Visiting the Terra Cotta Warriors and Horses 46 Situation Play 21游览紫禁城Visiting the Forbidden City 48 Situation Play 22购买纪念品Shopping for the Souvenirs 51 Situation Play 23在银行At the Bank 53 Situation Play 24办理海关手续The Customs Formalities 56 Situation Play 25欢送客人Seeing the Guests off 58Situation Play 1客房预定Billy (B)打电话预订房间，前台服务员Ann(A) 接听电话。
酒店客房专用术语
Rooms Terminology客房专用术语：Accommodation: Description of bed type and location of a particular room.住所：用于描述特定的房间位置及房间的床型。
Adjoining Rooms: Adjacent rooms that are not serviced by a connection door. 相邻房间：相邻房间，但不设有相互连通的连接门。
Advance Deposit:Money received by the hotel in advance of th e guest’s arrivalto guarantee the room accommodations.预缴押金：酒店在客人入住前，用于确保客人可得到所要求房间提前收取的金额。
Advance Payment: Money requested by the Guest Services Agents at check-in ofa guest who did not make an advance reservation and who isunable to produce any of the credit cards accepted by hotel. 预付款：没有预定的客人在入住酒店时，不能使用酒店所要求信用卡的情况下，宾客需向前台支付的提前支付款项。
Allotment: Certain number of rooms allocated to travel agents for free sale purpose.房间分配：酒店分配给旅行社一定数量的房间作为供其使用的免费房间。
Amenity: A gift for a guest . compliments of the hotel, liquor, fruit basket, newspapaer, etc.礼品：给宾客的礼物，例如酒店设置的小礼品、酒类、水果篮及报纸等。
酒店英语
酒水部日常用语Seating The Guest(W: waiter, G: guest)W: Good evening, sir. Welcome to African Deck!晚上好,先生.欢迎光临菲菲酒廊！G: Good evening,. I’d like a table for 4.晚上好，我要一张四人桌。
W: A table for 4, would you come this way, please? Be careful of the steps.Would you like to sit here?/ How about this table?一张四人桌，好的。
这边请，小心台阶。
坐这里好吗？G: It’s fine, thank you. 好的，谢谢。
W:Y ou’re welcome. Sit down, please. I’ll bring the menu, sir. 不客气，请坐。
我去拿菜单。
注：1 客人到来，首先要打招呼：Good morning/afternoon/evening,, welcome to African Deck !等等的问候语，要让客人感觉到热情。
2 若客人未说来客人数，可主动问询：How many people do you have?/ How many people are there in your party?（您一行有多少人呢？）等，以便引客入位。
3 引客入座，要走在客人的前方，身体稍侧，随时注意客人的情况，可提醒：Would you come this way?（这边请）/Follow me, please. Be careful of the steps.（请跟我来，小心台阶）等4服务时注意要使用正规的口语，对客人勿说，ok, hi ,hello 等比较随意的用语。
T aking OrdersW: What would you like to drink, sir?先生，您要喝点什么呢？G: Give me a Scotch. 给我一份苏格兰威士忌。
专业英语
CHAP11. It is through the logistical process that materials flow into the manufacturing capacity of an industrial nation and products are distributed to consumers.通过物流过程，货物进入一个工业国家形成制造能力并且产品得以分销给消费者。
2. The recent growth of global commerce and the introduction of e-commerce have expanded the size of complexity of logistical operations.近来全球商业的增长和电子商务的引入已经扩大了物流运营复杂性的程度。
3. In many situations, working in collaboration with customers and suppliers, corrective action can be taken to prevent operational shutdowns or costly customer service failures.在很多情况下，和顾客和供应商一起合作，可以采取正确的行动来防止操作中的停滞或昂贵的顾客服务失败。
4.In Chinese Logistics Terms, logistics means the physical movement of goods from the supplier point to the receive point.Based on practical need, integrated organically the variety of the basic functional activities including transportation, storage, loading and unloading, handling, package, distribution and information management, etc.国家标准物流术语中，物流定义为物品从供应地向接受地的实体流动过程，根据实际需要，将运输、储存、装卸、包装、配送、信息处理等基本功能实现有机结合。
饭店英语教案
Foreword:Good morning everybody Im so glad to see you in the new semester. We will learn New English for Hotel together in this term. I hope everyone can study hard and communicate others with English, lets make progress with each other and you can meet the needs of your job in the future with a fluent English.There are some differences between College English and hotel English. There are no such new words in hotel English and some sentences can be easily repeated, so you should practice these sentences hardly and can communicate with different people in different situation.The content of hotel English conclude two parts: one is situational dialogues which about business of different part of a hotel, the other is some theory about this industry. The former is more important than the later. The most important goal is open your mouth to speak and communicate with others.yourself to us name、 hometown、 interestthe good old days during the summer vacationthe importance of English for the hotel servicethe semester learning content in this termChapter 1 Daily Reception ServicesLesson 1： ReservationLeadinwithquestions:Haveyoueverreservedaroomtellusyourexperience.Doyouknowthebasicprocedure ofreceivingaroomreservation.Room ReservationReservations are an important Front Office function because most guests make arrangements in advance of their hotel stay. An effective reservation process can enhance the ability of the Front Office to plan, to coordinate, and to staff Front Office activities.There are six main steps involved in the reservation process. First, the reservationist receives an inquiry in person, over the phone, in the mail, by fax, or through a central reservation system. Second, the reservationist compares the inquiry with previous reservations to determine the availability of rooms. Third, the reservationist creates a telephone number, the number of people in a guest’s party, the expected time of arrival, and any special requirements. Fourth, the reservationist maintains the reservation record by making any changes or cancellations as needed. Finally, the reservationist produces management reports that summarize daily reservations activities.There are several types of room reservations in our business. For guests who want to be certain that rooms are available upon their arrival, the hotel can arrange a guaranteed reservation. In doing so, guests agree to pay for their rooms even if the rooms are not used. The hotel will hold rooms for guests still check-out time on the day following the expected day of arrival. Otherwise the reservations are non-guaranteed. While there are several types of guaranteed reservations, the most common way is the credit card guaranteed reservations, where the hotel keeps records of the guest’s credit card account number.The third type is confirmed reservations. It details the intent of both parties and includes the material points of the agreement. If the reservation is made earlier enough, the hotel may mail the guest a written confirmation, which the guest is expected to produce at registration.Hotel may also establish other ways of reservations for their own use, based on criteria such an type of guest or source of reservation. Examples include VIP reservations, convention delegate reservations, travel agent reservations, andpaid-in-advance reservations. All these belong to the fourth type—hotel-specific reservations.Teachingaims：thestudents listeningabilitythestudents’speakingabilitythestudentsmasterthebasicproceduresofreservationTeachingfocus:Basic procedures:greetingsdateofarrivalanddepartureroomtypesaddresstelephonenumberconformation.TeachingdifficultsomenewwordsandphrasessomeusefulsentencestranslationCapacity-buildingmethodsReadingandspeaking. MakingdialoguesPractice1. ask students to read the dialogue.the students practice the dialogue.3. give the situation to make a dialogue.1 You call to a hotel to reserve a room, but the clerk tells you it’s already fully booked. What will you do2 Make a call to a hotel to book a room. Be sure to mention your requirements, the date you’ll arrive and the time you expect to stay. Also don’t forget to inquire about the price.Lesson 2 ：Hotel Information and Location、Room Demands and FacilitiesCheck homeworktwo students to read the dialogue2. ask sb. To translate some sentences.3 Revise dialogues from Lesson1. Have several pairs, other than the pairs that were chosen in the last lesson to share their dialogues with the class.rveiew4. Ask some questions1 the basic procedures of reservation.2 attention points when fully booked.politemake apologizegive some suggestions.Leadinwithquestions:1. What is a hotelAt first, an establishment held out by the proprietor as offering food, drink and, if so required, sleeping accommodation.The hotel of today is a highly organized commercial entity, which consists of many departments and there are five most essential divisions namely, the Room Division, the Food & Beverage Division, the Sales & Marketing Division, the Accounting Division and the Maintenance Engineering Division.2. What services and facilities does a hotel provideBesides accommodations, food and beverages, such other services as providing modern telecommunication facilities, convention halls and recreation centers, swimming pools, body building rooms, shopping centers, banks, mails, bookstores, fax, flower shops and beauty parlors.3. Why do we say that serving guests is indeed an artService is understanding, anticipating and fulfilling needs of others, and doing it graciously and willingly. Whoever the guest is, he or she must be treated as a VIP. In this sense we say service first and guests foremost.I. Greetingsandintroductionof hotel Information and Location、Room Demands and FacilitiesII StudythenewwordsAskstudentstoreadthenewwords,andafterlisteningtotheirreading,correcttheirwrong pronunciation. Explaintheusageofsomewordsbyexamples.III. Introducesomebackgroundinformationand therelatedworkingsituations.To be able to Know the basic hotel services and amenities Tell the hotel departments and their dutiesUse courtesy English when serving guestsPublicize the new concept of “ Green Hotel”IV. ExplainthetextsandletthestudentstoactthemoutAt last1. ask students to read the dialogue.the students practice the dialogue.3. give the situation to make a dialogue. thestudentscanuseexpressionstoplaytherole.Theyshouldsetupmorescenestomakedialo guesandputthesentencesintouse.Lesson 3 ：Prices and Payments、Checking In、Exchanging Foreign Currencies、Asking the Way、Checking OutCheck homeworktwo students to read the dialogue2. ask sb. To translate some sentences.2 Revise dialogues from Lesson2. Have several pairs, other than the pairs that were chosen in the last lesson to share their dialogues with the class.1.Learning Goals:To be able to exchange the foreign currencyChange coinsCheck outKnow the cashier’s work procedureto master some words and expressions about check-in, departure, pay in cash, pay by credict card, check-out timeTeachingfocus:1．To identify the kinds of foreign currencies, credit cards, cheques and coins 2．exchange money3．Change coins4. What a cashier pays attention to5. Checking In Check in is an important function of the Front Office, In this unit, the students should know the information included in registration forms, how to register FITS, how to register groups and how to receiving walk-in guests.6. Asking the Way What will you do when a stranger asks you about the way in your limited time PracticeExcuse me how can I get to Xidan Shopping CenterYou can go there by the bus and get off at the Xidan stop.The bus stop is just in front of the Bank of Beijing opposite our hotel.Just go out of the hotel and turn left. The travel agency is just about 100 meters down the road.You can go to Wangfujing Street by taxi.Let me show on the map.The Forbidden City is to the north of Tian’anmen Square.You can’t miss it.Lesson 4 ：Depositing Goods、Collecting Items、Complaints and Problems、Dealing with ComplaintsCheck homeworktwo students to read the dialogue2. ask sb. To translate some sentences.2 Revise dialogues from Lesson3. Have several pairs, other than the pairs that were chosen in the last lesson to share their dialogues with the class.Learning Goals:1.The aim of the class is to get through the related information of DepositingGoods、Collecting Items、Complaints and Problems、Dealing with Complaints 2. The requests for the students are to practice the useful expressions of Depositing Goods、Collecting Items、Complaints and Problems、Dealing with ComplaintsIn this class, I ask Ss to make up some dialogue with their partner. And every student have a chance to give us a proformance. Thus in this way can student try their best to organize their language and take pari in class actively.Teachingfocus:Step1: learn new wordsStep2: learn useful sentenceStep3: useful conversationStep4: useful paragraph。
酒店客房专用术语
Rooms Terminology客房专用术语：Accommodation: Description of bed type and location of a particular room.住所：用于描述特定的房间位置及房间的床型。
Adjoining Rooms: Adjacent rooms that are not serviced by a connection door. 相邻房间：相邻房间，但不设有相互连通的连接门。
Advance Deposit:Money received by the hotel in advance of th e guest’s arrivalto guarantee the room accommodations.预缴押金：酒店在客人入住前，用于确保客人可得到所要求房间提前收取的金额。
Advance Payment: Money requested by the Guest Services Agents at check-in ofa guest who did not make an advance reservation and who isunable to produce any of the credit cards accepted by hotel. 预付款：没有预定的客人在入住酒店时，不能使用酒店所要求信用卡的情况下，宾客需向前台支付的提前支付款项。
Allotment: Certain number of rooms allocated to travel agents for free sale purpose.房间分配：酒店分配给旅行社一定数量的房间作为供其使用的免费房间。
Amenity: A gift for a guest e.g. compliments of the hotel, liquor, fruit basket, newspapaer, etc.礼品：给宾客的礼物，例如酒店设置的小礼品、酒类、水果篮及报纸等。
英语新闻听力训练30题
英语新闻听力训练30题1. What is the main topic of the news?A. A sports eventB. A new movie releaseC. A scientific discoveryD. A political meeting答案：C。
本题主要考查对新闻主旨的理解。
听力中重点提到了一项科学发现，A 选项体育赛事未提及，B 选项新电影发布也未涉及，D 选项政治会议并非重点。
2. The news is mainly about:A. A fashion showB. A natural disasterC. A music concertD. A cultural festival答案：B。
通过听力可知，新闻主要在讲述一场自然灾害，A 选项时尚秀与新闻内容无关，C 选项音乐演唱会并非主旨，D 选项文化节也不是重点。
3. What does the news focus on?A. A business dealB. A school activityC. An art exhibitionD. A charity event答案：D。
在听力中，新闻重点围绕一个慈善活动展开，A 选项商业交易不是重点，B 选项学校活动未提及，C 选项艺术展览并非此新闻的核心。
4. The main content of the news is:A. A technological innovationB. A travel experienceC. A cooking competitionD. A book launch答案：A。
听力中着重介绍了一项技术创新，B 选项旅行经历未被提及，C 选项烹饪比赛不是主要内容，D 选项新书发布也不是重点。
5. What is the core of this news?A. A wildlife protection programB. A historical eventC. A dance performanceD. A sports training camp答案：A。
前台接待用英语应该怎么说
前台接待用英语应该怎么说As a front desk receptionist, it is essential to have excellent communication and interpersonal skills to ensure a positive experience for guests. Here are some tips on how to effectively handle front desk responsibilities and interactions in English.1. Greeting Guests:- When a guest approaches the front desk, greet them with a warm and friendly smile, and say, "Goodmorning/afternoon/evening! How may I assist you today?"2. Introducing Yourself:- After greeting the guest, introduce yourself by saying, "My name is [Your Name]. I am the receptionist. How may I help you?"3. Offering Assistance:- Always be attentive to guests' needs and inquiries. Offer assistance by saying, "How may I assist you today? Are you checking in or checking out?"- If the guest is checking in, ask for their reservation details or identification, and then proceed to complete the check-in process.4. Effective Communication:- Speak clearly and confidently when interacting with guests. Use simple and understandable language.- Be patient and attentive when listening to guest queries or concerns. Maintain eye contact and nod to show understanding.- If you have difficulty understanding a guest's question or request, politely ask them to repeat or clarify.- Use positive language and avoid using negative terms. Forexample, instead of saying, "We don't have any rooms available," say, "I'm sorry, but we are currently fully booked. Would you like assistance finding alternative accommodations?"5. Efficient Phone Etiquette:- Answer phone calls with a courteous greeting, such as "Thank you for calling [Hotel Name]. How may I assist you?"- Speak clearly and loud enough for the caller to hear you properly.- When transferring a call, inform the guest of the process by saying, "I will transfer your call to the [Department/Person's Name]. Please hold for a moment."- Before hanging up, ask if there is anything else you can help the caller with.6. Checking Guests In:- Ensure you have all necessary information to complete the check-in process, such as ID proof, reservation details, and payment method.- Verify the guest's reservation by asking, "May I have your name, please?" or "Can I see your reservation details?"- Efficiently guide the guest through the check-in process, explaining any necessary paperwork or hotel policies along the way.- Inform the guest about available amenities, such as breakfast, WiFi, gym, or pool facilities.- Provide the necessary room keys and directions to the room, if required.7. Handling Guests' Concerns:- If a guest approaches the front desk with a complaint or concern, remain calm and attentive.- Listen actively to the guest's issue and empathize with their situation.- Apologize sincerely for any inconvenience caused and assure the guest that you will do your best to resolve their concern promptly.- If needed, involve a manager or supervisor to handle more complex issues.8. Checking Guests Out:- Politely ask for the guest's name and room number to confirm their identity during check-out.- Inquire about their stay and politely ask if there is anything the hotel could have done to improve their experience.- Provide a detailed invoice of all charges and ask for the preferred payment method.- Thank the guest for choosing your hotel and wish them a pleasant onward journey.Remember, as a front desk receptionist, your role is to provide exceptional customer service to guests. Be professional, attentive, and polite in all interactions, and always strive to leave guests with a positive impression of the hotel.继续写相关内容，1500字9. Handling Difficult Guests:- Occasionally, you may encounter difficult or irate guests. Remain calm and composed, and never take their behavior personally.- Listen attentively to their concerns and acknowledge theirfeelings. Assure them that you understand and will do your best to resolve the issue.- Offer solutions or alternatives to address their concerns, such as changing rooms or providing a refund if appropriate.- If the situation becomes unmanageable or the guest becomes abusive, it is essential to inform a manager or supervisor for further assistance.10. Multitasking and Time Management:- Working at the front desk often involves handling multiple tasks simultaneously. Develop effective multitasking skills to ensure efficiency and a smooth workflow.- Prioritize tasks based on urgency and importance. For instance, if a guest is waiting to check-in, it is crucial to prioritize that over other tasks.- Utilize organizational tools such as checklists, calendars, or software systems to manage reservations, check-ins, and check-outs efficiently.- Be proactive in your approach and anticipate potential issues or busy periods to minimize delays and provide a seamless experience for guests.11. Confidentiality and Security:- As a front desk receptionist, you handle sensitive guest information. Ensure you maintain confidentiality and follow protocol when handling personal information or reservations.- Safeguard guest belongings and ensure a secure environment by controlling access to guest floors and facilities.- Familiarize yourself with the hotel's security procedures, such as emergency evacuation plans, and be prepared to assist guests incase of an emergency.12. Cultural Sensitivity:- In a diverse and globalized world, it is crucial to be culturally sensitive as a front desk receptionist. Respect and value all guests, regardless of their cultural background.- Be mindful of cultural differences in greetings, body language, or communication styles. Avoid assumptions or stereotypes.- If unsure about cultural customs or traditions, it is perfectly acceptable to politely inquire or seek guidance from a colleague or supervisor.13. Upholding Professionalism and Appearance:- As a front desk receptionist, it is essential to maintain a professional demeanor and appearance at all times.- Dress appropriately according to the hotel's dress code. Keep your uniform neat and tidy, and maintain good personal hygiene. - Avoid discussing personal matters or engaging in personal conversations during working hours.- Project a positive and confident image by maintaining proper posture, using polite language, and offering a friendly and helpful attitude to guests.14. Problem-Solving Skills:- Develop strong problem-solving skills to address various situations that may arise at the front desk.- Think critically and analytically when faced with challenges, and propose appropriate solutions.- Be resourceful and utilize the hotel's resources, such as contacting maintenance for room issues or finding alternatives forguests in case of overbooking.15. Continuous Learning and Improvement:- Stay updated on hotel policies, procedures, and amenities. Attend training sessions or workshops to enhance your skills and knowledge.- Seek feedback from guests and colleagues to identify areas for improvement. Take constructive criticism positively and strive to provide an even better guest experience.- Keep up with industry trends and developments to adapt and stay competitive in the hospitality industry.In summary, as a front desk receptionist, you play a vital role in creating a positive first impression for guests and ensuring their stay is comfortable and enjoyable. Effective communication, exceptional customer service, and problem-solving skills are key components of your role. By following these guidelines and continuously striving to improve, you can excel in your responsibilities and contribute to the overall success of the hotel.。
酒店预订部面试问题（4篇）
酒店预订部面试问题(4篇)以下是网友分享的关于酒店预订部面试问题的资料4篇，希望对您有所帮助，就爱阅读感谢您的支持。
篇一酒店面试应对技巧中英文对照Do you feel that you have the advantage there? 你觉得你的优势在那里?A : I cheerful personality, like with other people and happy to help others, to learn to listen, ability to communicate well. This in my work, give me a lot of help.答：我的个性开朗，喜欢与人打交道，乐于助人，同时善于倾听，沟通能力好。
这在我的工作中能给我很大的帮助。
how do you deal with complaints of the guests?你是如何处理客人投诉的? When the guest lodge complaints, the first to apologize to the guests, and then the patience to listen and understand the situation, If it is our mistakes, apologize to the guests, make appropriate compensation. For complex problems, mitigation guests radical mindset, we must not rush to position, reporting to higher authorities after guests reply. 答：当客人提出投诉时，首先先向客人致歉，然后耐心的倾听，了解情况，如果是公寓工作上的失误，在向客人道歉之后，做出相应的补偿。
talkingabout的用法
talkingabout的用法talkingabout的用法1. 引出话题：talkingabout可以用来引出你想谈论的话题。
例如：你可以说：“Talkingabout music, do you like hip-hop?”2. 向某人表达自己的情感：talkingabout也可以用来向某人表达自己的情感。
例如：“Talkingabout our relationship, I feel so lucky to have you.”3. 改变话题：可以用talkingabout无缝地改变话题，让一段谈话顺应当下需要。
例如：“你知道他们婚礼的详细安排了吗？Talkingabout planning my own wedding, I still have so many things to do.”4. 搭配其它句型：talkingabout可以和其它句型结合起来使用。
例如：“Talkingabout reservations, do you know if the restaurant is fully booked?” 也可以搭配“Let's talk about”使用，例如：“Let's talk about what happened earlier tonight.”5. 介绍某人：talkingabout可以用来介绍某人，特别是一些有趣的特征，例如：“Talkingabout Joe, he is such a great storyteller.” 也可以用来介绍你最初想要聊起来的对象，例如：“Talkingabout our incredible teacher, she is such an inspiration.”6. 表达自己的想法：也可以用talkingabout来表达自己的想法，特别是那些比较复杂的想法，例如：“Talkingabout the current situation, I think it requires a delicate balance between the two sides.”7. 开宗明义：talkingabout也可以用来开宗明义，前面一句话把话题放进主题，然后用talkingabout来把大家的思维导向讨论的重点上，例如：“We have been talking about the importance of exercise.Talkingabout healthier food options, what doyou think?”8. 在实践中使用：talkingabout也可以用来表达在实践中你所遇到的问题，并且和他人分享你所掌握的解决方案。
客房预定对话没有房间英语作文
Hotel Room Reservation: A Dilemma of NoAvailabilityIn the bustling city of New York, the Grand Central Hotel stands tall and proud, a beacon of comfort and luxury for travelers from around the globe. Its classic elegance and impeccable service have earned it a reputation that precedes it. However, even the most esteemed hotels canface challenges, and one such challenge presented itself to the front desk clerk, Emily, on a busy summer afternoon.The hotel's phone rang, its familiar melody echoing throughout the lobby. Emily, a professional with a warm smile and an efficient demeanor, picked up the phone with a practiced "Grand Central Hotel, how may I assist you?"On the other end of the line was a frustrated Mr. Smith, a frequent traveler whose plans had suddenly been throwninto disarray. "Hello, I'm trying to book a room for the next three nights, but your website says there are no available rooms. Is that correct?"Emily's heart sank. She knew the hotel was fully booked, but it was never easy to convey that information to adisappointed guest. "I'm sorry, sir, but at the moment we do not have any rooms available for the next three nights." Mr. Smith's voice rose in exasperation. "But I've been a loyal customer of your hotel for years. Can't you find something? Maybe a cancellation or an upgrade?"Emily sympathized with Mr. Smith's plight, but she knew the hotel's policies well. "I understand your concern, sir, and I would love to help. However, our policy does not allow for special exceptions in cases of full occupancy. We have reached our maximum capacity for the coming days."Mr. Smith's voice softened, a hint of desperation creeping in. "Please, Emily. I really need a room. Is there anything you can do?"Emily paused, her fingers unconsciously tracing the familiar pattern of the hotel's logo on her desk. She knew she was breaking protocol, but she couldn't help feeling a sense of responsibility towards Mr. Smith. "Sir, I'll do my best to help you. Let me check with my supervisors and see if there's anything we can arrange."Emily hung up the phone and quickly made her way to the manager's office. She explained the situation to Mr. Johnson, the hotel manager, who nodded sympathetically. "Emily, I understand the situation, but our hands are tied. We're fully booked and can't accommodate any more guests." Emily persisted, "But sir, Mr. Smith is a valued customer. Couldn't we make an exception in his case?"Mr. Johnson sighed. "Emily, I appreciate your efforts, but our policy is very clear. We can't make exceptions just because someone is a regular customer. It would be unfair to other guests who couldn't get a room."Emily felt a sense of defeat. She knew Mr. Johnson was right, but she couldn't shake the feeling that she had failed Mr. Smith. "Alright, sir. I understand."Back at the front desk, Emily dialed Mr. Smith's number with heavy heart. She knew what she had to say, and she hoped Mr. Smith would understand. "Mr. Smith, I'm sorry to inform you that despite our best efforts, we are still unable to accommodate you for the next three nights. Our hotel is fully booked, and we can't make any exceptions."There was a moment of silence on the line, and then Mr. Smith's voice came through, though it was more resignedthan angry. "I understand, Emily. Thank you for trying.I'll look for other options."Emily hung up the phone, feeling a mix of relief and regret. She knew she had done her duty, but she couldn't shake the feeling that she had let a loyal customer down. She hoped that Mr. Smith would find a suitable accommodation and continue to be a loyal customer of the Grand Central Hotel in the future.**酒店客房预定：无房可订的困境**在纽约这个繁忙的城市中，中央大酒店高耸入云，以其优雅和豪华吸引着来自世界各地的旅行者。
介绍服务员工作英语作文
介绍服务员工作英语作文1. "Hi, welcome to our restaurant! How can I assist you today?" As a waiter, my main task is to greet and welcome customers, making them feel comfortable and valued from the moment they step into the establishment. 。
2. "What would you like to order?" Taking orders is another essential part of my job. I listen carefully to customers' preferences and dietary restrictions, ensuring that their requests are accurately communicated to the kitchen staff. 。
3. "Here is your food. Enjoy your meal!" Once the dishes are ready, I deliver them to the customers' tables promptly and with a smile. I make sure to present the food neatly and provide any necessary condiments or utensils. 。
4. "Is there anything else I can get for you?" Throughout the meal, I constantly check in with customers to see if they need anything else. This could includerefilling their drinks, bringing extra napkins, or addressing any concerns they may have. 。
酒店客房专用术语
Rooms Terminology客房专用术语：Accommodation：Description of bed type and location of a particular room.住所：用于描述特定的房间位置及房间的床型。
Adjoining Rooms：Adjacent rooms that are not serviced by a connection door。
相邻房间：相邻房间，但不设有相互连通的连接门.Advance Deposit:Money received by the hotel in advance of th e guest’s arrivalto guarantee the room accommodations。
预缴押金：酒店在客人入住前，用于确保客人可得到所要求房间提前收取的金额。
Advance Payment：Money requested by the Guest Services Agents at check—in ofa guest who did not make an advance reservation and who isunable to produce any of the credit cards accepted by hotel. 预付款：没有预定的客人在入住酒店时,不能使用酒店所要求信用卡的情况下，宾客需向前台支付的提前支付款项。
Allotment: Certain number of rooms allocated to travel agents for free sale purpose.房间分配：酒店分配给旅行社一定数量的房间作为供其使用的免费房间。
Amenity： A gift for a guest e.g. compliments of the hotel， liquor, fruit basket, newspapaer, etc.礼品：给宾客的礼物，例如酒店设置的小礼品、酒类、水果篮及报纸等。
2022年高职单招考试英语试卷两套(答案解析)
2022年高职单独招生统一考试英语试卷（一）（满分120分，考试时间90分钟）一、选择题：（本题共20小题，每小题3分，共60分．）1._______mainly for the invention of the telephone,Alexander Graham Bell mostly devoted his life to helping the deaf.A.He is rememberedB.To rememberC.While rememberingD.Though remembered2.His explanation was so clear that everyone could understand it with________.A.possibly the least effortB.the least effort possiblyC.the possible least effortD.the least possible effort3.It_______to scientists of our time to develop powerful killers of SABS virus.A.has leftB.is leavingC.is leftD.had been left4.The reduced cost_______worldwide use of the medicine in treating the infectious disease.A.made it possibleB.made possibleC.possibly madeD.possibly made it5.I didn't expect them_______for me when I arrived there.A.to waitB.to be waitingC.were waitingD.to have waited6._______above average height,he had broad shoulders and a deep chest.A.ManB.A manC.To be a manD.Being the man7.As the red roofs of cottages came_______view,we knew we were not far from our destination.A.forB.toC.withinD.into8.The boy wanted to ride his bicycle in the street,but his mother told him___.A.not toB.not to doC.not do itD.do not to9.E-mail,as well as telephones,___an important part in our daily communication.A.have playedB.are playingC.have been playingD.is playing10.My new computer works___the one I bought three years ago.A.ten times as fast asB.ten times fasterC.ten times more thanD.as ten times as11.Alan is a careful driver.but he drives of my friends.（）A.more carefullyB.the most carefullyC.less carefullyD.the least carefully12.The information on the Internet gets around much more rapidly than in the newspaper （）A.It isB.those areC.one isD.that13.We had wanted to finish our task by noon,but it didn't quite（）A.find outB.give outC.hand outD.work out14.-Could you turn the TV down a little bit?（）Is it disturbing you?Take it easy.B.I’m sorry.C.Not a bit D.It depends15.When different cultures,we often pay attention only to the（）differences without noticing the many similarities.paredB.being comparedparingD.having compared16.It was in____friendly a way that he talked with us.()A.such ifB.how hasC.too goD.so17._____you’re trying to do is really too difficult for you.()A.What isB.That areC.Who areD.If is18.He acted____nothing had happened to him.()A.as isB.if isC.as if C.whom was19.A bridge was built_____the river.()A.on oneB.at isC.overD.above20.You can____my surprise when I heard the news.()A.think indB.suppose isC.guess oneD.imagine二、翻译（共5小题，每小题3分；共计15分）1.她一定是哭过了，这从她的眼睛可以看出来。
航班更改英文作文
航班更改英文作文I just received some news about a flight change, and I can't believe it! The airline has decided to switch myflight to a different time. I mean, seriously? I had everything planned out, and now I have to rearrange myentire schedule. It's so frustrating!So, here's the deal. The airline sent me an emailsaying that my flight has been rescheduled. Can you believe they didn't even bother to inform me in advance? I had to find out through an email. Talk about poor customer service! Anyway, they changed my flight from the original departure time of 9 am to 3 pm. Can you imagine the inconvenience?Now, I have to figure out what to do with all thisextra time. I had planned to arrive at my destination inthe morning, but now I'll be getting there in the afternoon. It's going to mess up my entire day. I had appointments and meetings scheduled, and now I have to reschedule everything. It's such a hassle!I called the airline to see if there were any other options available. I explained the situation and asked if they could put me on an earlier flight. But guess what? They said all the earlier flights were fully booked. Can you believe my luck? It's like everything is working against me!Now, I have to deal with the consequences of thisflight change. I have to inform everyone I had plans with about the new schedule. I have to apologize for the inconvenience and hope they can accommodate the new timing. It's embarrassing and frustrating to have to explain the situation to everyone.I'm also worried about the impact this flight change will have on my travel plans. I had connections to make, and now I'm not sure if I'll be able to catch them. It's nerve-wracking to think about the possibility of missing my next flight and being stuck at the airport. I really hope everything works out smoothly.In conclusion, this flight change has thrown a wrench into my plans. It's frustrating, inconvenient, and has caused a lot of stress. I have to rearrange my entire schedule, inform everyone about the change, and worry about making my connections. It's a mess, and I can't help but feel frustrated and disappointed with the airline's lack of consideration.。
Make--Change-or-Cancel-Appointment-制定、更改或取消预约
Customer Reception客户接待Make, Change or Cancel Appointment 制定、更改或取消预约课前回顾与预习Task 1Thinking and Talking:1.Do you know how to greet and servecustomers when they arrive?2.Do you know the process of making anappointment?3.How about the process of after service?1Part 1 【Sample Dialogues】2Part 2 【Key Words & Phrases】u Dialogue 1：Make an appointment 制定预约u Situation: 客人Mrs. Reed 打电话到克丽缇娜美容院(Chlitina Beauty Salon) 想预约美容师Mary这周做面部护理(have a facial)，Mary周一、二、四都约满了(fully booked )，只有周三有空(available)，而Mrs. Reed周三要上班，Mrs. Reed 想改约美容师Jenny周六，但Jenny周六休息(day-off)，最后约定本周日下午找Jenny做面部护理。
u Clerk：Good morning. This is Chlitina Beauty Salon. What can I do for you？u Mrs. Reed：Yes, this is Mrs. Reed. I'd like to have a facial with Beautician Mary this week.u Clerk：Well, let's see. I'm afraid she is fully booked on Monday and Tuesday. u Mrs. Reed：How about Thursday？u Clerk： Sorry, but I have to say she is also occupied on Thursday. So, will Wednesday be O.K. for you, Mrs. Reed？u Dialogue 1：Make an appointment 制定预约u Mrs. Reed： I have to work on Wednesday. By the way, is Beautician Jenny available on Saturday？u Clerk：I’m afraid she is day-off that day.u Mrs. Reed：Well, what about Sunday？u Clerk：Sunday. Let me have a check. Oh, great. Jenny will be available on Sunday afternoon this week.u Mrs. Reed：That's fine. Thank you, I'll come then.u Clerk：You’re welcome.u Dialogue 2: Make and change an appointment. 制定及更改预约u Situation: 客人Ms Wang打电话到百莲凯养生馆(Balincan Spa Center)想约按摩师John今天下午做按摩,John下午已约满，可约明天上午10点。
假期糟糕的事英语作文
假期糟糕的事英语作文Title: A Disastrous Vacation。
Have you ever experienced a vacation that turned out to be nothing short of a disaster? Unfortunately, I have, and I'm here to share my tale of woe.It all began with great anticipation and excitement. I had been looking forward to this vacation for months, imagining all the fun activities and relaxation that awaited me. Little did I know that it would turn into a series of unfortunate events.First and foremost, the weather decided not to cooperate. Instead of the sunny skies and gentle breezes I had hoped for, it rained almost every day. This put a damper on all of my outdoor plans, from beach outings to hiking adventures. I found myself cooped up indoors,feeling bored and restless.To make matters worse, transportation woes plagued my trip. Flights were delayed, connections were missed, and luggage went astray. I spent countless hours in crowded airports, dealing with long lines and irritable passengers. It seemed like every mode of transportation I attempted was fraught with delays and complications.Once I finally reached my destination, things didn't improve much. The hotel I had booked turned out to be a disappointment. It was run-down, dirty, and far from the picturesque paradise depicted in the brochure. My room was infested with bugs, and the amenities promised were nowhere to be found. It felt like a nightmare rather than a dream vacation.Despite my best efforts to salvage the trip, nothing seemed to go right. Activities I had planned were canceled due to inclement weather or lack of availability. Restaurants I wanted to try were closed for renovations or fully booked. It seemed like every step I took was met with another obstacle or setback.As the days dragged on, my frustration and disappointment grew. What was supposed to be a relaxing getaway had turned into a stressful ordeal. I longed to be back home, away from the chaos and disappointment of thisill-fated vacation.In the end, I learned a valuable lesson about the unpredictability of travel. No matter how much planning and preparation you put into a trip, there are some things that are simply beyond your control. Sometimes, despite your best efforts, things just don't go according to plan.Despite the countless setbacks and challenges I faced during this disastrous vacation, I emerged with a newfound appreciation for the importance of resilience and adaptability. While the experience may not have been what I had hoped for, it taught me to make the best of a bad situation and find joy in the little moments, even amidst chaos and disappointment.。
住酒店常用英语
1．Yes， we do have a reservation for you．对了，我们这儿是有您预订的房间。
2．Would you please fill out this form while I prepare your key card for you？请您把这份表填好，我同时就给您开出入证，好吗？3．What should I fill in under ROOM NUMBER？“房间号码”这一栏我该怎么填呢？4．I'll put in the room number for you later on．过会儿我来给您填上房间号码。
5．You forgot to put in the date of your departure．您忘了填写离店日期了。
6．And here is your key，Mr．Bradley．Your room number is 1420．给您房间的钥匙，布拉德利先生。
您的房间号码是1420。
7．It is on the 14th floor and the daily rate is＄90．房间在14层，每天的房费是90美元。
8． Please make sure that you have it with you all the time．请务必随时带着它。
9． My business negotiation has progressed much more slowly than I had expected．我的业务谈判进行得比我原先预料的慢了许多。
10． I wonder if it is possible for me to extend my stay at this hotel for two days．我想知道是否可以让我在这儿多呆两天。
11．I'll take a look at the hotel's booking situation．我来查看一下本店房间的预订情况。
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Likewise, guests who arrive a day before or a day after their reservations should be advised of the situation and offers must be made to book a room at an alternative hotel. Guest must always be relocated at another hotel of similar standard before other alternatives are considered.
Summary questions:
1.Why is the procedure of handling a fully booked situation important for the hotel and our guests?
2.Why do I have to get rooms prepared in other hotels?
根据政策，在超预定期间，可以在下午6点以后对不确定的订房进行取消预定。这些客人将被安排到其他酒店。
Why do we have to set the release time of non-guaranteed reservation at 18:00?
为什么要把18:00未的到预订进行取消？（无担保预订）
如果客人提前或延后一天到达酒店，前台员工要向客人解释情况并提供其他的酒店作为选择，要尽量给客人安排与本酒店级别相同的酒店。
What can we do if all the same standard hotels are fully booked in the city?
如果姐妹酒店也订满的情况下，我应该怎么做？
在下午3点时要确定需要重新安置的客人的名单。不确定时与行政经理取得联系。
Guests who have to be walked will be handled by FOM/AFOM or AM
客人的重新安置将由前厅经理/前厅经理助理或大堂副理来处理。
How to decide which guest has to be walked?
3.Avoid guest complaints.
4.Demonstrate my professionalism.
5.Improve GSTS score.
STEPS
HOW/ STANDARDS
TRAINING QUESTIONS
1)Plan in advance
提前准备
If the hotel is fully booked, Reservations
Procedure Purpose
To maximize the hotel revenue and guest satisfaction
Applicability / Scope
All duty manager and front desk supervisor
General Procedure Statement
为什么要对其他酒店房提前进行准备？
3)Explain the fully book situation
向客人解释预定情况
When the hotel is fully booked, FDA must advise the walk-in guests and explain that we are unable to offer them accommodation.
Why is this task important for you and our guests?
Answers:
1.Guest can experience our efficient and accurate service.
2.We must maximize guest satisfaction.
The objective is to ensure that the staff can handle fully booked situation efficiently and make guest
satisfaction, avoid guest complaints.
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6)Decide the guests will be walked
决定需要安置的客人
It has to be decided at the 15.00 hours shift change, which guests are to be walked. When uncertainty arises, liaise with EAM.
如果酒店客房订满后，前台服务员要向没订房的客人解释我们酒店暂时无法给他们提供住宿
What can we do if a guest is very upset with our situation?
如果客人对订满现象很生气，我应该怎么做？
4)Advise early or late arriving guests and offer alternatives solution
如何判断哪些客人是不来的？
7)Decide to dishonor guaranteed booking
取消已付款的预定
In the event that it is necessary to dishonor a guaranteed reservation, Front Office Manager/AFOM must be informed before the final decision is made.
如果需要取消已付款的预定，必须通知前厅经理/前厅经理助理。
How can I best handle this situation?
我如何更好的处理这种情况？
Now ask the Trainee to practice the whole task from start to end to test competency.
3.What can we do if a regular guest is very upset with our situation?
4.What can we do if all the same level hotels are fully booked in the city?
5.Why do we have to set the release time of non-guaranteed reservation at 18:00?
Supervisor needs to conee if there are any rooms available.
如果酒店客房已经订满，预定部主管要与市内其他酒店联系看是否有空房。
Why do I have to contact other hotels to solve the fully book situation?
6.How do we decide which guest has to be walked?
7.How can I handle the situation of a dishonored guaranteed reservation?
如果出现订满现象为什么要联系其他酒店？
2)Reserve the rooms
预留房间
An appropriate number of rooms in another hotel must be tentatively reserved.
暂时在其他酒店预留适量的房间
Why do I have to get rooms prepared in other hotels?
5)Relocate the guest
重新安置客人
According to the policy, non-guaranteed reservations can be released after 18:00 during overbooked period. These guests will be relocated to other hotels.