饭店服务英语Chapter 2 Front Office Service English

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I’ll be seeing him off at the airport tomorrow. 我明天将去机场为他送行。 ③There’s a 10% discount for a group reservation. 团体订购可打九折。10% discount （reduction）打 10% 的折扣 即打九折。35% discount（reduction）打 35% 的折扣 即打六五 折。 ④waiting list 等候名单，候房名单，申请名单 ⑤high season /busy season 旺季 low season 淡季 dead season 萧条期
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PartⅠ Pre-reading Discussion： 1.What is service？ 2.Whom are the hotel staff dealing with？ 3.How many ways of reservations can be made in a hotel？
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①Room Reservations客房预订处（组、室），属饭 店的总台，负责接受客人的预定。也可说成： Advance Reservations ②How long will you be staying here？ 请问您 将在这儿住多久？也可说成：How long do you plan to stay here？Will be doing something“将来进行时”用来表示按预定计划即 将发生的动作。 For example：When will you be arriving？ 请 问您什么时候到达？
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Activity 1 Answer the following questions. 1）How can you ask if you want to find out the room type the guest wants？ 2）How can you find out how long the guest wants to stay？ 3）How can you find out the guest’s arrival and departure date？ 4）How can you find out the guest’s name and address？
Chapter 2
Front Office Service English
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Lead-in Match the following Column A with Column B Column A Column B 1.juniorsuite a. A room occupied by one 单套间 person
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4.How long will you be staying here？ 请问您打算在这儿住多久？ 5.Could I have your name and address， please？ 请问您的姓名和地址？ 6.May I know your arrival and departure date？ 请问您的到店日期和离店日期？ 7.We can either put you on the waiting list or find you a room in another hotel.
Part Ⅱ Reading material
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The Front Office The Front Office is the nerve center of a hotel. It is the first line of defense， the area the guest usually goes to for any problems or help. When a guest enters the hotel，the first working division he contacts is the front office；the first representatives of the hotel he meets are the front office staff；

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Part Ⅲ Exercises Activity 7 Answer the following questions. 1）Where does a guest get his first impression of a hotel on his first arrival？ 2）Why do we say the front office is the nerve center of a hotel？ 3）What are the main duties of the front office staff？
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（ ）Could you page him for me？ （ ）I see，thank you. （ ）Certainly，sir.（pages the guest） （ ）（to the visitor）Mr.William asks you to go straight up to his room. （ ）Thank you. Would you tell him to come straight up to my room？
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（ ）Good morning，sir.Can I help you？ （ ）It’s John Baker，sir. （ ）Yes. I’d like to see Mr.William in Room 418. （ ）Hello，William speaking. （ ）A Mr.John Bakerhas called to see you.
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我们或者把您列入候房名单，或者为您另找一 家宾馆。 8.The current rate is 388RMB yuan per night. 目前的房价是每晚 388元人民币。 9.How will you be paying the bill？ 请问您如何付款？ 10.There’sa10% discount for a group reservation. 团体预定可享受九折优惠。
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7.When will the bar and cafe open？ 酒吧和咖啡馆什么时间开放？ 8.From 7：00 a.m. till 10：00 p.m.，nearly serving all day long. 从早上七时一直到晚上十时，几乎全天供应。 9.We have a barber shop，a laundry，a store， post and telegram services，a newspaper stand，a billiard，table tennis， video games and so on.
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You want to book a suite for them. You ask about the room daily rate and tell the reservationist their arrival and departure dates. Mr.Jackson’s company will cover all the expenses. Clerk：You’re a clerk at the Room Reservations. Answer the phone call and accept the booking.
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PartⅠ Key Sentences 1.Good morning. This is the Information Desk. What can I do for you，madam？ 早上好，夫人。这里是问询处，我能为您做些什 么？ 2.I’m here to see Mr.Brown from Canada in Room 418. 我想找住在 418房的加拿大籍的布朗先生。 3.Could you give me some information about touring Zhangjiajie？
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PartⅡ Listening Activity 2 Listen to the following dialogues and try to complete them . C =Clerk G =Guest Conversation 1 Conversation 2
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Activity 3 Listen to the tape and then fill in the reservation form according to Conversation 1.
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你能为我提供游览张家界的信息吗？ 4.Could you book me two plane tickets for tomorrow？ 你能为我预定两张明天的飞机票吗？ 5.Is there any place in the hotel where we can am use ourselves？ 旅馆里有娱乐场所吗？ 6.There is a recreation centre on the ground floor. 在一楼有个娱乐中心。
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Activity 4 Listen to the tape again and try to repeat. Part Ⅲ Speaking Activity 5 Pre-reading Look at the pictures，then introduce the room type and its room rate to guests.
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a twin-bed room（ 288）
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a suite room（ 888）
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a double room（ 688）
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Activity 6 Situational dialogue. 1）Guest：Your name is John Baker. You’d like to book a single room with a shower from April 12th to 15th Clerk：You’re a clerk at the Room Reservations. After checking you can confirm the booking. 2）Guest：Your name is Helen. You are the secretary of Mr. and Mrs. Jackson.
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Activity 8 Translate the following “Welcoming Card（欢迎卡）”into Chinese.
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Lead-in Give the correct order to the following dialogue. （ ）Can I have your name，sir？ （ ）I’ll see if Mr.White is in his room— I’m sorry，he isn’t in. Shall I page him for you，or would you like to leave a message？
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PartⅠ Key Sentences 1.Room Reservations/Advance Reservations. May I help you？ 客房预订处。请问有何吩咐？ 2.I’d like to book/reserve a room for Oct.15th. 我想预订一间 10月 15日的客房。 3.What kind of room would you like/prefer？ 请问您想要哪种类型的房间？
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我们有理发室、洗衣房、小卖部、邮电服务、报 刊供应点、弹子房、乒乓球和电子游戏，等等。 10.If you have any further enquiries， please don’t hesitate to contact me. 假如您还有其他要询问的请与我联系，不必客气。