Part One- 开始+1Room reservations

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unit 1 - room reservations

Unit 1 Room Reservations I Lead inII Dialogue study1-11-21-3III 2-13.You'll be expected to be here then.3.We can either put him on a waiting list or find him a room in a nearby hotel.4. We have special bedrooms which all have a wide door into the bathroom with appropriate and toilet facilities. Besides, there’re no steps between the street and the entrance to the hotel. There is a special list from the car park to the ground floor, and all the lifts are all wide enough to take a wheelchair.2. I’m afraid we won’t be able to guarantee him a room after the 28th. We usually have high occupancies in the peak seasons.Pair PracticeSpeaking PracticeCollection of special termsDialogue ListeningA.Listen to the tape, fill in blanks to complete the dialogue.single roomsdouble roomssuites and deluxe suites in JapaneseBritish, French and Presidential stylesDialogue 2 A Face-to-Face Interview（当面预订）Dialogue 1 A Long-distance Call Reservation （长途电话预订）Vocabulary1.room type* room type* arrival and departure date* name and telephone No.* guarantee method* special needsQuestion: 1. What information do we need to know when making a reservation?2. If your hotel is flly booked, how would you politely turn down the request to book a room？3. How to conclude a reservation?1.How long will he be staying?B.Key words, grammar and relative hotel knowledge introduction.2. 预订所需的信息2-2ⅣⅣReading Practice• A Business Letter: A Request for a Reservation (一封商务信函：要求预订）• Reservation （预订）Cross-cultural CommunicationSince a majority of hotel guests make reservations in advance of their stay, the Reservation Department usually becomes their first contact with the hotel. It is responsible for receiving and processing reservations, forecasting occupancy levels and room revenue, as well as maintaining availability to ensure that no over-booking occurs.Requests for reservations are received at the hotel through different means by telephone, fax, letter, telex and telegram or made by the guest in person. The increasing use of computers in hotels by both independent and chain hotels is making the reservation process simpler for the guest and more efficient for the hotel.Throughout the reservation process, information gathered about the guest and his stay should be recorded if a room is available.This reservation record can be recorded on paper or in a computer file for storage and retrieval. It must contain the following minimum information:Guest name, address, and telephone number.Arrival date and time, and length of stay.Type and number of rooms and number in the party.Rate quoted.Guarantee method.Information such as method of payment, special request (non-smoking room, handicapped) and the purpose of guest’s visit is helpful in satisfying the guest’s needs.All activities of the Reservation Department require its working closely and cooperating with every other department of the hotel. The Reservation Department must also provide the other departments with a forecast of expected occupancy. The forecast is extremely important, since it provides the Housekeeping,1) Finding out what the client wantsa. Would you like a room with a front view or rear view?b. A single room or a double room?c. Do you prefer bath or shower?d. Would you like breakfast?e. How long do you plan to stay?f. Is it just for tonight?2) Accepting a bookinga. I can book you a room for the first two days.b. We can confirm a room for April 22 only.c. It’s fine for Thursday night.3) Refusing a bookinga. We are fully booked for all types of room for the date.b. If there isn’t any room, we can put you on a waiting list or we can find you a room in another hotel.c. We don’t have and single room available. Would you mind a double room instead?4) Getting the details of arrivala. When will you be arriving?b. Could I have the airline flight number and arrival time?Role-playing。

关于预定酒店的英语对话情景带翻译

关于预定酒店的英语对话情景带翻译如今没有一口流利的英语，了解一些使用的英语对话也是很有必要的!今天店铺在这里为大家分享一些关于预定酒店的英语对话，希望这些实用口语会对大家有所帮助!关于预定酒店的英语对话一A:Good morning. Room Reservations. May I help you?A:早上好。

客房预订部。

我能为您做些什么?B:I'd like to reserve a room for two days.B:我想预订一个房间，住两天。

A:OK. For what time?A:好。

什么时间?B:For December 24th to 26th.B:12月24日到26日。

A:How many guests will there be in your party?A:您一行有几位客人?B:Just two. My wife and I.B:两人。

我和我的夫人。

A:Which kind of room would you like, a double or a twin?A:您想订个什么样的房间，双人间还是双床间?B:A double, please.B:双人间。

A:Would you hold the line, please? I'll check our vacancies for those days. We have a twin at 480 yuan and another at 380 yuan. Which would you prefer?A:请您别挂电话，好吗?我看看那些天有没有空房间。

先生，我们有一间480元和一间380元的双人间，您想订哪一间?B: We'll take the one at 480 yuan.B:我们要480元的。

A:Yes, sir. May I have your name, please?A:好,先生。

请问您贵姓?B:Brown.B:布朗。

实用酒店英语(第三版)unit1客房预订

Unit 1 Room Reservati Room Reservations
Background Information
Unit 1 Room Reservations
Background Information
Unit 1 Room Reservations
Background Information
Unit 1 Room Reservations
Background Information
（2）前台常用词汇
Dialogues Unit 1
Room Reservations
J=Jane (Receptionist) S=Stephen Nobel (Guest)
J: Thank you. How will they be arriving?
S: By air. Do you offer airport pick-up services?
J: Yes. What is their flight number?
S: Flight KW 760, arriving in Beijing at 1:00 p.m. on the 20th.
S: That’s good.
J: There’s no cancellation charge because you’ve cancelled within our 48- hour cancellation deadline.
S: Good.
J: Would you like me to send you a confirmation email?
J: Can I have your guests’names, please?
S: John White and his wife. Can you give us a special rate since ours is a company booking?

饭店英语前厅部教案

饭店英语电子教案Sep 1stSection one: Front OfficePart one: Room ReservationI. Oral part: 1. Questions: a. How to book a room? b. How to ask about the roomrate/price?c. As a reservationist, how to accept /refuse a booking2. Explain and practice the useful expressions.Making a bookinga. a.I’d like to book a room from… to…, please.b. b.Do you have any room free/available from…to…?c. c.Could you let us have a double room for…please?d. d.I’m going to reserve a suite from…to…, please.e. e.I wonder if you could book me a single room with bath?Accepting a bookinga. a.We do have one room free for those days.b. b.Yes, we have a double roo m available from…to….c. c.We can confirm you a room from…to….d. d.We can book you a mini-suite for those days.Refusing a bookinga. Sorry, we are fully booked for those days.b. Sorry, we don’t have any vacancy for…c. Sor ry, we won’t be bale to guarantee you 3 connecting rooms from…to….d. Sorry, we’re booked solid. But we can recommend you another hotel if you like. Asking about the room rate/pricea. a.What’s the room rate per night?b. How much is a single room w ith bath?c. Is breakfast included?d. Can we get some discount for group reservations?e. Is there a deduction for children?Expecting guestsa. We look forward to your stay at our hotel.b. We look forward to your arrival.c. We look forward to receiving you.d. We are expecting your stay with us.3. Simple dialogues: Suppose you are a reservationist, offer you help to the guest when…a. There is no room available. B. You receive a group reservation. II. Listen to the dialoguePart two: RegistrationI. Oral part: 1. Questions: a. As a receptionist, how to ask about the customer’s reservation?b. As a receptionist, how to help the customer with his registration form?c. How to hand the key?2. Explain and practice the useful expressionsGetting information from guests about the reservationa. Have you made a reservation, sir?b. Under whose namewas it made?c. How did you make the reservation, by telex or telephone?d. Did you reconfirm the booking?e. Sorry, there isn’t any room available, would you like us to try another hotel for you, sir?Helping guests with registration forma. Would you fill out this registration form, please? Here is a pen.b. May I have your signature, please?c. May I have your signature, please?d. Well, please write out your nationality/permanent home address/youroccupation/your next destination and passport number etc.Handing the key, etc.a. Here is your key card & key, sir.b. b.Please don’t forget to leave your key & key card at the reception when youcheck out, sir.3. Simple dialogue: A customer with a reservation comes and wants to checkin. ask her to fill out the registration form first and thenpresent her the room card and the key.Sep 8thPart three: Bell ServiceI. Oral part:1. Questions: a. Who is a bell boy?b. How to offer help to your customers as a bellboy?2. Explain and practice the useful expressionsOffering helpa. a.Welcome to our hotel. May I show you to your room?b. b.Let me help you with your luggage.c. c.May I help you with your suitcases, sir?d. d.Leave the luggage with me. I’ll get it up to your room.e. e.Don’t worry. We’ll send you a bellboy in a minute.f. f.Leave the letter with me, I’ll get them delivered.Special courtesy English for bellboya. After you, sir.b. Follow me, please.c. This way,please, sir.d. Please watch your steps, sir.e. Let me help you with your luggage, please.3. Simple dialogue: Play the part of a bellboy, help the guests when there is a fax forJimmy Brown in Room 304.4. Listen to the dialogues.Part four: At the cashier’sI. Oral part:1. Questions: a. What does a cashier do?b. b.How to help the guest change money and check out?2. Explain and practice the useful expressionsOn currency exchangeFor cashiera. a.How much would you like to change?b. b.The exchange rate is subject to alteration without notice.c. What denominations would you like?d. Traveller’s cheques are not valid until they are countersigned.For customersa. I want to change this bank note, please.b. I’d like to exchange some small notes.c. c.I’d like to cash this traveller’s cheque, please.d. d.Can I have my currency exchange receipt, please.On checking outFor cashierExplaining the billa. a.This figure here is for the phone calls you made from your room.b. b.This amount here is for the broken lamp and the soft drinks from themini-bar.c. c.Breakfast is included/excluded/extrad. Item 2 refers to theroom service.When there are miscalculations.a. a.Excuse me for a moment, I’ll check the details.b. b.I’m sorry, this is indeed a mistake. We’ll deduct this amount from your billright away.For customersa. a.I’m leaving this afternoon. Can I have my bill settled, please?b. b.Is this where I can pay my hotel bills?c. I’m checking out today. May I have my bill now?d. We’re leaving this afternoon. Would you get our bill ready for us? Room 404e. C ould you please explain this to me. I don’t think the figure should go that high.3. Simple dialogue: Mr. Thomson is checking out. As a cashier, please explainthe bill to him and ask him to show you his means ofidentifications and say good-bye to him.Sep 15thSection two: HousekeepingPart one: Chamber serviceI. Oral part:Explain and practice the useful expressions.Doing the rooma. a.When would you like me to do/make up your room?b. b.What time would it be convenient, sir?c. Would you like me to clean up /tidy up your room right now?Asking for permissiona. a.May I do the turn-down service for you now?b. b.We’d like to clean t he room. May we do it now?c. c.Would you like me to come back later?d. d.Would it be convenient if I returned at 9:45?Saying politely when disturbing the guesta. a.I’m sorry to disturb you.b. I hope I haven’t disturbed yo u.b. b.Sorry to have taken up your time.II. Listen to the dialogues.Part two: Laundry serviceI. Oral part: 1. Explain and practice the useful expressionsGiving information about laundrya. a.For laundry service, dial 6 and you will get housekeeping.b. b.The laundry forms and bags are in the top right handed drawer of thewriting table.c. c.The rate chart is contained in the stationery folder in your dresser’sdrawer, madam.Giving special requirements.a. a.I have some laundry to be done.b. I want to have a pantdry-cleaned.c. I’d like my sweater to be washed by hand in cold water.Telling about the extra chargea. a.We charge fifty extra for express.b. We deliver it within 4 hours at a50% extra charge.c. There is an extra charge of 50%for quick service.Comforting the guesta. a.Don’t worry. We have an express laundry service here.b. b.Don’t worry. We can arrange it for you.c. Don’t worry. Leave itto me.2. Simple dialogue:II. Listen to the dialogues.Se p 29thSection Three: Food and BeveragesPart one: Restaurant reservationsI. Oral part: 1. Explain and practice the useful expressionsAsking about the time of a reservationa. a.When would you like your table?b. b.When should we expect you?Refusing a reservationa. a.There aren’t any tables left for eight, but we can book one for you at nine.b. b.I’m terribly sorry. The restaurant is full.2. Role play: You want to reserve a table for three this evening at 6:00. II. Listen to the dialogues.Part two: Receiving the guestI. Oral part: 1. Explain and practice the useful expressionsAsking about a favorite tablea. a.Will this table be all right?b. b.Would you like to sit by the window?c. c.Would you prefer/rather sit near the window?d. d.Do you have a preferred table?2. Role play: You’ve got a reservation. The first table the waiter gives youis too near the door. You’d rather sit near the window.II. Listen to the dialogues.Part three: Taking ordersI. Oral part: 1. Explain and practice the useful expressionsRecommending dishesa. a.Why don’t you try…? It’s very good.b. b.I would suggest/recommend you have a taste of …c. c.Today, our specialty is …Asking about a dishWhat is … exactly?Asking for special instruction on fooda. a.How would you like your steak cooked?b. b.How do you like your steak done/prepared?2. Role play。

1、Room_Reservations

• 3 对房间和床具的偏好
1. What type/kind of room would you prefer? 2. I’d like to reserve a room with a sea/mountain view. 3. I’d like a room with a very large bed/balcony. 4. Certainly, sir. We’ll book you into a room with a Queen-size/King-size bed.
•
Room oints of Reservations • 预定登记要素:
– 1) Guest Information – 2) Guest’s Requirements – 3) Hotel Policies
Guest Information
1）客人姓名（Guest Name）或团队名称（Name of Group）、编号（ Code ）； 2）代订人姓名（ Contact Name）、联系电话（ Telephone Number）、单位（Company Name）及地址（Address）； 3）人数（Number of Guests）； 4）国籍（Nationality）； 5）抵/离店日期（Date of Arrival/Departure）；时间（Time of Arrival/Departure）及入住天数（Length of Staying）。 6）折扣优惠（discount）及付款方式（payment） 7）订房入住当天的保留时间（Cut-off Time）
In order to fulfill these tasks, the staff must have a neat and smart appearance, good manners, adaptability, efficiency, the sense of duty and a knowledge of languages. The most important of all the qualities is a real liking for people and a warm desire to help them.

英语培训教材

Chapter1酒店基础礼貌服务用语Section1 欢迎问候语与告别语一、欢迎问候语基本词汇：good 好的morning 早上afternoon 下午evening 晚上wele 欢迎sir 先生madam 女士、太太Mr. 先生Mrs. 夫人Miss 小姐nice 令人愉快的、美好的glad 高兴的see 看见meet 看见、遇见基本句型：◆礼貌地与客人打招呼及称呼客人，表示你对他们的热情欢迎:1.Good morning, madam/sir. 早上好，女士/先生。

2.Good afternoon, madam/sir. 下午好，女士/先生。

3.Good evening, madam/sir. 晚上好，女士/先生。

4.Nice to see/ meet you, madam /sir. 很高兴见到您，女士/先生。

5.Glad to see/meet you.很高兴见到您。

6.How do you do. 您好！（初次见面）7.How are you ? 您好吗？8.I’m fine, thank you, and you? 我很好，谢谢，你呢？9.I’m very well, /I’m fine, too. Thank you. 很好，谢谢您？10.Wele to our hotel. 欢迎到我们酒店来。

二、告别语基本词汇：day 一天wish 祝愿hope 希望again 再、又soon 很快trip 旅行happy 开心，愉快here这里基本句型：◆与客人友好地告别，让客人对你和酒店留下深刻印象:1.Goodbye. 再见。

2.Have a nice day. 祝您今天过得愉快。

3.Wish you happy here. 祝您在这居住愉快。

◆对要离店客人报以祝愿：1.Hope to see you again .希望再次见到您。

2.Have a nice trip.祝一路顺风。

3.Goodbye and hope to see you again.再见，希望再见到您。

Room-Reservation

情景会话
Conversation 1（P10）
A=a local guide B=a receptionist
B: Good afternoon,Luoyan Christian’s Hotel. May I help you?
A:Yes,I’m a guide from China Tour Service,Luoyang branch.I’d like to make a
group reservation. B: How many rooms would you like to book?
A:I’d like to reserve 12 standard rooms and 4 single rooms.
B:Which date would you like to book and how long will the guests be staying? A:This group will check in on April 30th and stay for just one night.
大连理工大学电子音像出版社
Part 4：Task extensions
任务延伸
What if all the rooms are booked up?
Put the guest’s name on the list.
Find the guest’s room in a nearby hotel.
please? 号码。)
G: Yes, my name’s John Miller and the number is 2233 4455. By the way, what’s the rate for a single (顺便问一下，房价是多少？) R: room? 340 yuan a night. G: That’s all right. R: OK, we are looking forward to seeing you. (期待您的光临。)

unit 1 room reservations

Part 3: Situational Cases
• • • • Case 1 Case 2 Case 3 Case 4 Receiving a FIT Reservation Group Reservations Fully Booked Changing the Reservation
Part 4: Oral Practice (Class Presentation)
Part 2: Room Type 1. A single room 单人间
2. A double room 双人大床间
3. A twin room
两床间
4. A standard suite A royal suite
标准套房大套间
5. A presidential suite 总统套间
Thank you for your attention!
The procedure of room reservation
1. Guest’s identity 2. Accept reservation 3. Reservation confirmation 4. Note down necessary information 5. Welcoming preparation
Unit 1 Room Reservations
Please wait a moment. I have to check if there is a room available.
1
Some information about room reservation
2
Room types
Situational Cases
Part 6: Conclusion

RoomReservations-现代酒店英语口语实用教程第1课

Chapter 1 Front Desk 前台Unit 2 Room Reservations 客房预订经典对话R=Reservation Clerk 预定员 G=Guest 顾客R：Good morning. Room Reservations . May I help you?您早，客房预订部，请问有什么可以帮助您？G：Yes,I’d like to book a room.我想预订⼀个房间。

R：Thank you, sir. For which date and how many guests will there be in your party?谢谢您。

要订在什么时候？您⼀⾏有多少⼈？G：From April 16th to 20th .Just my wife and myself.4 ⽉ 16 ⽇到 20 ⽇。

只有我和我太太。

R：From April 16th to 20th …… .And which kind of room would you prefer, sir?4 ⽉ 16 ⽇到 20 ⽇。

请问您想预订哪种房间。

G:A Twin，please.R：Could you hold the line please? I’ll check our room availability.(After a while ) Thank you for waiting , sir. We have a twin room at US$180 per night, will that be all right?请别挂断好吗？我来检查⼀下是否有空房间。

（过来⼀会⼉）让您久等了，先⽣。

我们有空余的双床间，现在价格是每晚 180美元，这样可以吗？G：Ok, I’ll take it.好的，我订了。

R：Thank you ,sir. May I have your name and phone number, please?谢谢您，先⽣。

饭店英语教案

编号：教案第 1 次课 2 学时注：板书设计可在教学进程中直接用横线、浪线等标示出。

第2次课 2 学时编号：教案Practice—Hotel job•Group Discussion:Tell the advantages and disadvantages of working in a hotelWhich department would you like to start your career in?Hotel job•HomeworkWrite an essay about your future job and get ready for sharing with your classmates编号：教案注：板书设计可在教学进程中直接用横线、浪线等标示出。

编号：教案第 4 次课 2 学时注：板书设计可在教学进程中直接用横线、浪线等标示出。

编号：教案第5次课 2 学时注：板书设计可在教学进程中直接用横线、浪线等标示出。

第次课 2 学时注：板书设计可在教学进程中直接用横线、浪线等标示出。

第次课 2学时注：板书设计可在教学进程中直接用横线、浪线等标示出。

第次课 2 学时注：板书设计可在教学进程中直接用横线、浪线等标示出。

饭店英语Part1Unit1RoomReservaiton

themegallery
Useful Expressions for reservation
Would you like a smoking room or non-smoking room? 您想要吸烟房还是无烟房？
The suite is 800 yuan per night. 套间每晚800元
January 1st to January 3rd, the rate is 200 Yuan per night. Your telephone number is 12345678 and your e-mail address is tomgerrn@123 . Am I right? O: That’s right. R: Is there anything else I can do for you? O: No, thank you. R: With pleasure. We look forward to serving you soon.
Give advice
The guests want to live in this hotel
The guests can live in another hotel
themegallery
Tape script
Scene: A hotel reservationist is going to receive a phone call reservation.
(R: Reservationist; G: Guest) R: Good morning, City Wall Hotel. Room Reservations. How may I help you? G: Good morning. I’d like to book a room. R: Yes, sir. May I have your name, please? G: Tom Green. R: Mr. Green, may I know your arrival and departure time? G: Sure. January 1st and January 3rd. R: Thank you. What kind of room would you like, Mr. Green? G: I’d like to have a single room with breakfast. R: Please wait a moment and I will check the room availability.

Room Reservation客房预订-现代酒店英语口语实用教程第1课

八.经典对话--Good morning! Room reservations, may I help you--Yes, I'd like to reserve a room.--Thank you, sir. For which date and how many person will there be in your party--From April,16th to 20th. Just my wife and myself.--From April, 16th to 20th. And which kind of room would you prefer, sir--A twin, please.--Could you hold the line please. I will check our room availability. Thank you for waiting sir. We have a twin room at 180 dollars pernight. Would that be all right--Ok, I'll take it.--Thank you, sir. May I have your name and phone number, please--Sure, my name is Aron Johnson. My phone number is 32425827.--Mr. Aron Johnson. Phone number is 32425827. Excuse me, how do you spell your first name--It's double A-r-o-n.--Double A-r-o-n. Thank you Mr. Johnson. May I know your arrival time on April, 16th.--Around 9pm.--Mr. Johnson. For the unguaranteed reservation, we can only hold the room by 6pm. Because it is the peak season now. If you make theguaranteed reservation, we can hold the room overnight. Would you like to make a guaranteed reservation by credit card--Fine, do you accept American express--Yes, may i know the number--It's 134948.--Thank you Mr. Johnson. You've made guaranteed reservation in Guozhou Hotel. From April,16th to 20th for five nights. If you can't arriveat scheduled. Please inform us before 6pm on April, 16th. Thank you for calling. And we look forward to serving you.九. 常用句型百宝箱1）预定基本应对：1. Do you have one single room for two nights我想订俩个晚上的单人房一间行吗？2. Room reservations, can I help you Reservations, can I help you客房预订部可以为你效劳吗？3. I'd like to reserve a room. 我想订个房间。

第2章前厅服务英语

24
饭店服务英语
出版社经管分社
（）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.
6
饭店服务英语
出版社经管分社
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？
27
饭店服务英语
出版社经管分社
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。
9
饭店服务英语
出版社经管分社

酒店英语_

Unit One Room Reservation预订房间Part 1 Reservation 预订预订员在大厅前台工作,负责回答有关预订房间的询问,还要负责办理预订,取消以及改变预订。

人们用各种方式预订房间,目前电话预约用得最多,所以应特别注意电话中的交际礼仪。

这将影响到客人对酒店的印象，说话如平常般亲切，询问客人私人问题时，应特别注意礼貌。

办理预约时，在确定了客人的意思或条件之后，应该复述一次，以表慎重，不懂的问题应及时再问一次，力求做到清楚、明确，确定对方挂电话后，再轻轻挂上话筒。

接受预订后，认真填写好预定酒店日志。

C=Clerk 前台职员 G=Gust 客人（1）Reservation in person 亲自预订C: Good morning. This is Room Reservation. May I help you?您早，客房预订部，能为您效劳吗？G: Yes, I’d like to reserve a room.我想预订一个房间。

C: Thank you. For which date?谢谢您，要订哪一天的？G: From January 5 th.从一月五号日一开始。

C: For how many nights?要住几晚呢？G: For four nights.四个晚上。

C: How many guests will there be in your party?您一行共有多少位客人呢？G: Just my wife and myself. So I prefer a twin please.只有我太太和我。

请给我一间两张单人床的房间。

C: Hold the line, please. I’ll check our room availability for those days. Thank you for waiting, we have a twin at RMB1,000 and at RMB1,500. Which would you prefer?请别挂断。

饭店情景英语

PARTⅠTHE FRONT OFFICE 第一部分前厅INTRODUCTION The M anager’s RemarksThe aim of a hotel is to create a home away from home for all the travelling guests who need rest, food and drink.The front office of a hotel is not only its “shop window” but a lso its “nerve center”. The front office staff’s efficiency and personality are of great importance to guest’s vacation or business, and indeed, the hotel’s operation itself are made or ruined.The front office staff seem to “do it all” - receive reservations, register guests, assign rooms, distribute baggage, store guests’ valuables, provide information, deliver mails and messages, exchange foreign currencies, check room occupancies, check guests out and so on.In order to fulfil these tasks, the staff must have a neat and smart appearance, good manners, adaptability, knowledge of languages and a head for figures. The most important of all the qualities is a real liking for people and a warm desire to help them.Besides, front desk staff should encourage and settle the guests’ complaints. That will soothe an unhappy guest and reveal the hotel’sproblems so that the operation can be bettered.In short, all staff ought to remember that the hotel will enjoy greater financial success only with the greater satisfaction the guests receive from the “home away from home”.Word ListRemark n.陈述、言语Nerve n.神经Realization n.实现Operation n.经营Ruin υ.崩溃、毁灭Reservation n.预订Register υ.登记、注册Assign υ.分配、指定Baggage n.行李Distribute υ.分发Deliver υ.投递、递交Occupancy n.居住、占用Currency n.货币efficiency n.效率personality n.个性smart α.活泼的、精明的appearance n.外表good manners 彬彬有礼adaptability n.适应性figure n.数字settle υ.解决、安定complaint n.投诉、抱怨reveal υ.显示financial α.财政的、财经的satisfaction n.满意Useful ExpressionsNot only … but also … 不仅…而且…to seen to 似乎，好像……a liking for 对……喜爱So that …以便To check Sb. Out 结某人的帐（以使之可离开旅馆）in order to 为了……ought to 应当……in short 简言之，总而言之UNIT 1 Room Reservations 订房间1-1 A long Distance Call ReservationScene:Henry Bellow (B) and Margaret Bellow (M), an American couple, are going to spend their Holidays in China. Now Mr. Bellow is making a reservation at Haitian Hotel in Shanghai through a long distance call.Reservations (R): Shanghai Haitian Hotel. Reservation Desk, can I help you?B: I’m calling from New Y ork. I’d like to book a room in your hotel.R: What kind of room would you like, sir? We have single rooms, double rooms, suites and Deluxe suites in Japanese, British, Roman, French and presidential styles.B: A British suite, please.R: Would you like breakfast?B: No, thanks.R: Can you give me your name please, sir?B: Bellow. B-E-L-L-O-W.R: Thank you, Mr. Bellow. And your arrival and departure dates?B: From May 26th to May 29th.R: V ery well, Mr. Bellow. British suite without breakfast from May 26th to May 29th. Am I Correct, Mr. Bellow?B: Yes, thank you.R: What time will you be arriving, Mr. Bellow?B: Around 5:00 p.m.R: All right. Y ou’ll be expected to be here then.B: That’s fine. Thank you, Mr. Bellow. Good-bye.R: Good-bye.1-2 A Group ReservationScene:The telephone rings. The Reservations (R) answers the phone.R: Reservations. May I help you?Client(C): Yes. The American People-to-people Education Delegation（代表团）will be visiting Shanghai a t the end of this month. I’d like to book 10 double rooms with twin beds for five days.R: For which dates?C: For May 23rd, 24th, … and 27th.R: One moment please, sir.(The reservations check the list.)Y es, we can confirm 10 rooms for five days.C: Thank you. Is there a special rate for a group reservation?R: Yes, there is a 10 per cent discount.C: That’s fine.R: By the way, how will they be getting to Shanghai? Will they be comingby air?C: Yes.R: Could you give me the flight number, please, in case the plane’s late? C: Oh, sorry. I don’t know the flight number, but I’ll let you know by phone tomorrow.R: Thank you, sir.C: Oh, yes. According to the program, they’ll have a meeting on the 25th. Have you got a big Conference hall?R: Yes, sir, we have a very nice multi-function hall, but you’ll have to speak to the manager a bout that. Please hold on a moment and I’ll see if I can p ut you through.1-3 A Local Call ReservationScene:The Reservations (R) answers the phone as soon as it rings.R: Reception. Can I help you?Client (C): I’d like to book a single room with shower for Mr. George Smith. He plans to arrive on the 20th of this month.R: How long will he be staying?C: I don’t know, but it could be anything from seven to ten.R: Then we can only confirm a room from the 20th to the 27th. I’m afraid we won’t be able to guarantee him a room after the 27th. We usually have high occupancies in the peak seasons.C: What if there isn’t any room then?R: Don’t worry, sir. We can either put him on a waiting list or find him a room in a nearby Hotel.C: Fine. How much do you charge（收费）for a single room with breakfast? R: For one night, the hotel cost would be 200 yuan. How will he be paying, sir?C: His company will cover all the expenses. We’ll send you a check right away.R: Thank you, sir.C: Thank you. Good-bye.Word ListReservation n.保留、预定Suite n.套房charge υ.收费reservationist n.预订处值班员Roman α.罗马的Presidential α.总统的Client n.顾客Confirm υ.进一步确定、证实Discount n.折扣Program n.议程、节目Reception n.接待，欢迎Expense n.花费、经费、费用deluxe n.豪华list n.表、目录、名单rate n.价格flight n.飞行、航班conference n.会议guarantee υ.保证check n.支票Useful Expressionsto make a reservation 预订to check in 登记by the way 顺便in case 以防（万一），假使according 根据、按照either…or…或者…或者right away 马上、随即UNIT 2 At the reception Desk 接待处2-1 At the EntranceScene:A car pulls up in front of Haitian Hotel and a doorman (Dm) goes forward to meet the guests, opening the door of the car for them .Dm: Good evening, sir and madam. Welcome to Haitian Hotel.Mr. Bellow (B): Thanks. Good evening.Dm: (Taking out the baggage from the trunk and looking at the name on the baggage tags)I’m the doorman, Mr. Bellow. So you ha ve got altogether four pieces of baggage?B: Er… Maybe five, Margaret (M)?Dm: Five? Oh, sorry. Let me have a check again.M: Oh, no, Henry. Always poor memory! We’ve got only four.B: I see.(To the doorman) Sorry, boy. Y ou’re right. Four pieces.Dm: Never mind, Mr. Bellow. The Reception Desk is straight ahead. After you, please.B: Y es, thank you.2-2 The RegistrationScene:Mr. Bellow (B) checks in at the Reception Desk.Receptionist (R): Good evening. What can I do for you, sir?B: I booked a twin-bed room with bath three weeks ago. I’m Henry Bellow.R: Just a moment, please, Mr. Bellow. I’ll check the arrival list. …Sorry to have kept you waiting, sir. Y es, you have reserved a British suite from today to the 29th.B: Yes, exactly.R: Could I see your passports, please? (Checking the passports and giving them back) Thank you, sir. And would you mind filling in the registration form?B: I’ll take care of it. (Filling out the form) Here you are. Is it all right? R: Yes, thanks. How are you going to pay, in cash or by credit card?B: Could I pay with traveler’s checks?R: Certainly. Here’s the key to Room 908. Please keep it. And the bellman will show you up.(A bellman comes over.)Have a nice evening, sir. And enjoy your stay.B: Thank you.2-3 Receiving a Walk-in GuestScene: A gentleman steps in, trying to find a room for the night. Receptionist(R): Good afternoon, sir. May I help you?Client(C): Y es, please. I've just arrived from Hong Kong. Could you let me have a room for this evening?R: Have you made a reservation, sir?C: I’m afraid not.R: How many people do you have, please?C: Just one. I’m alone.R: Just a moment, please. I have to check if there’s a room available. … Oh, sorry, Sir. All the rooms are booked up. But I think we’ll be able to arrange for a room after six o’clock this evening. If you need a room right now, would you like me to get in touch with somewhere else for you?C: No, thanks. I should say I prefer to stay here. A friend of mine highly recommended your hotel to me. I’ll just wait here till six.R: Y ou are welcome, sir. Perhaps you might feel more comfortable to rest in our lobby after a tiring journey. And if you need any help, do let us know. C: Thank you. No problem.Word ListDoorman. 门童Tag n.标签registration n.登记、注册receptionist n.接待员bellman n. 行李员prefer v.喜欢recommend v.推荐、介绍、建议tiring a.使疲劳的trunk n.行李箱（汽车）baggage n.行李cash n.现金、现款credit n.信用贷款available a.可得到的highly ad.高度的lobby n.(剧院、旅馆等的）门廊、门厅Useful Expressionsto pull up （使）停下to have a check 检查、复核to fill in (out) 填写、填好to take care of 留心to show sb. Up 领某人上楼to be booked up 预订完了to get in touch with 与……取得联系to recommend … to 向……推荐……UNIT 3 The Bellman 行李员3-1 Carrying BaggageScene: The bellman (Bm) does service for the Bellows.Bm : Good evening, madam and sir. I’m the bellman.Mr. Bellow (B)&.Mrs. Bellow(M): Good evening.Bm: V ery glad to have you here. I’ll get the baggage up to your room.B&m: Thank you.Bm: Let me carry your baggage. Are these all yours?M: Four pieces, Henry?B: Yes. (Laughs)Bm: Allow me, madam.(Mr. Bellow tries to carry one of the suitcases up to the baggage cart.)Bm: Oh, leave it to me, I’ll do that for you.B: Thanks.Bm: It’s my pleasure. This way, please.(They are going to the elevator entrance.)Here we are. Please take this elevator to the ninth floor. The floor attendant will meet you at your elevator entrance there and show you to Room 908. I’ll take the baggage elevator and get your suitcases up to the room.B: V ery good. See you then.Bm: See you.3-2 Introducing Hotel ServicesScene: The Bellman (Bm) escorts a lady (L) to her suite along the corridor. Bm: This way, please. Room 308 is at the end of the long corridor.L: Oh, marvellous! The corridor looks lovely, so quiet and well decorated! Beautiful indeed!Bm: I’m glad that you like it. And I’m sure you’ll like your room, too. All our rooms are spacious and airy.L: Good. By the way, could you tell me about your hotel services?Bm: Certainly, madam. Our hotel is a first-rate hotel and chosen as the favorite place to stay in by VIPs, official guests and businessmen from many countries. There are over 300 rooms of international standard, including single rooms, double rooms and suites. There are four spacious Chinese restaurants，deluxe Western-style restaurant, large and small banquet halls bar, a 24-hour cafe and an indoor patio（露台，天井）with drinks.L: How about other services?Bm: Also available are a beauty salon, a barbershop, a souvenir shop…L: Have you got an indoor swimming pool here?Bm: Y es, it’s on the first floor. And we’ve got a billiards（台球）room and bowling room as Well. They ready to serve the guests at their convenience. L: I’d like to have a brochure of your hotel. Where could I get one? Bm: Y ou can take one from Reception Desk. If you don’t mind, I’ll come up again and bring you one.L: Oh, good. That’s very kind of you.Bm: Not at all. I’m always at your service.3-3 Ticket-booking ServiceScene:At the Bell Captain’s（服务员领班）Desk (BC), the Bellows try tomake a flight reservation.BC: Good morning. May I help you?Mr. Bellow (B): Yes, I’d like to fly to Guilin on Saturday. Could you book tickets for me?BC: Y ou have to book the tickets five days in advance. Now it’s the busy season for travelling, you know. Sorry to say all the tickets are booked up. B: No tickets! What luck! But I …BC: I wonder if you’d consider going there by train instead. Y ou can have train tickets and they’re much cheaper，actually.B: Well, it seems we’ll have to take the train.BC: What time would you like to leave?B: At noon, if possible.BC: How many tickets do you need?B: Two soft berths（卧铺）, please.BC: (Looking at the timetable) Will 2:15 be all right?B: Y es, that’ll be fine.BC: Just a moment, while I call the station. …(After the call) I’m sorry, there aren’t any more seats left on the 2:15 train, but there is a train leaving on Saturday morning. That’s No.79 special express（特快）. It will leave at7 a.m. What do you think of it, sir?B: Well, I suppose I’ll have to take that one. My name is Henry Bellow. And here’s the money for booking.BC: I wish you a wonderful trip to Guilin.B: Thank you. They say Guilin leads the world in beautiful scenery. To tell the truth, my wife has been dying to go there.Mrs. Bellow (M): (Appearing) and so have you.Word listSuitcase n.衣箱Cart n. 小推车Entrance n. 入口处Attendant n. 侍者、服务员Corridor n. 走廊、通路Decorate v.装饰Airy a. 通风的Favorite a. 特别喜爱的Standard n.标准、规格Banquet n. 宴会、盛宴Suppose v. 假定、猜想Elevator n. 电梯Duty n. 责任Service n. 服务Choose v. 挑选、选择Spacious a. 广阔的、宽敞的Souvenir n. 纪念品Official a. 官方的、公务上的Restaurant n. 饭店、餐馆Indoor a. 室内的Patio n. 院子（连屋）室外就餐处Brochure n.小册子Consider v.考虑Timetable n. 时刻表Salon n.沙龙、美容室Convenience n. 便利、方便Instead ad. 代替Trip n. 旅程Useful ExpressionsTo do service forTo leave … to …To escort … to …At the end ofAt one’s convenience As wellIn advanceIf possibleTo think ofTo tell the truthTo be dying to do sth. 为……服务，效劳把……留给……陪同……去……在……的尽头在……方便时也预先如果可能的话想到说实话，老实说迫不及待（干某事）UNIT 4 At the Information Desk4-1 Mail ServiceScene: Mr. Bellow (B) is going to the Information Desk with a letter in his hand.Receptionist(R): Good afternoon, sir.B: Good afternoon. Could you please mail a letter for me?R: Yes. Have you stuck on the stamps yet?B: No. I need to buy some.R: (Looking at the letter)Is it to San Francisco?B: Yes. And I’d like to send it by ordinary air mail.R: (Weighing the letter on the scales)Eighteen yuan and sixty fen…B: Overweight?R: Yes.R: Eighteen yuan and sixty fen.B: Thank you. Here it is.(Giving the money)R: Here are your stamps. Please stick them on together with the air mailsticker on the front of the envelope.B: All right. One more thing, I want to send a telex and a fax to New Y ork. Can you arrange it for me?R: Oh, yes, sir. We have telex and fax service in our hotel.Would you please go to the business center? Y ou can send your telex and fax there.B: Well, I’ll be going there. Thank you for your information.R: Y ou are welcome.4-2 Introducing Some Scenic SpotsScene:The Bellows plan to go around town. The Receptionist(R) gives them some suggestions.R: Good morning!Mr. Bellow (B): Good morning! Today we can afford a whole day for sightseeing. Could you tell us some places of historical interest in Shanghai?R: Have you ever been in Shanghai before?B: No, this is our first trip here.R: I’m very pleased to suggest that you go to visit the Y u Yuan Garden （豫园）and the Jade Buddha Temple(玉佛寺), the main attractions in Shanghai. They are often visited by foreign guests.Mrs. Bellow (M): And why are those places so popular?R: Because they are of typical Chinese national style. The Y u Yuan Garden is not only the pearl of Shanghai, but also called the “No.1 Vista in East China”. Y ou can see beautiful pavilions, terraces, rockeries, ponds, as well as buildings decorated with fine brick designs and wood carvings.B: Good, I’ll take some p ictures. Then, how about the temple?R: The Jade Buddha Temple is one of the most famous temples in China. There are two white jade statues of Sakyamuni brought from Burma more than a hundred years ago.M: Oh, great! We’ll have a good chance to feast our eyes.R: What’s more, the con struction of the Grand Hall is magnificent.B: I think I’ll enjoy the architecture of the temple, too.M: Both places sound worth visiting. Henry, let’s go.4-3 Showing the wayScene:The Bellows are asking the way at the Reception Desk. Receptionist(R): Good morning, sir.Mr. Bellow (B): Good morning. Excuse me, but could you tell me how to go to the Friendship Store? I can’t find the exact spot on the map.R: Y es, of course. Our hotel is located on Ming Y uan Road in the western district of Shanghai. But the Friendship Store is within easy reach. Y ou can take No.27 Trolley Bus and get off at Sichuan Road. Go ahead along the road and turn left at the first crossing. Then go straight on until you find the second crossing. At the corner of the street, you’ll find a high-rise. That’s the shop.Mrs. Bellow (M): Henry, it seems too complicated. We’ll get lost, I’m afraid. Shall we try another shop?B: What are you worrying about? I want to buy a Chinese-style dress for you for your birthday. They say foreigners are offered the best service there at the Friendship Store.M: Then, why not take a taxi, my dear.B: All right, let’s.(To the Receptionist) Could you order a taxi cab for us?R: Yes, I’d be glad to. (Calls a taxi by phone)The car is expected to come within five minutes, sir. By the way, the Friendship Store is near the Huangpu River and if you could afford time, dowalk along the Bund and see the beautiful scenery and the harbor. It’s alive with activity.B: That sounds like a very good idea.R: An d there’s the Old Men’s Jazz Band at the Peace Hotel Cafe.It’s well-known even abroad and much appreciated by foreign guests. If you are interested in that, you might go there and have a cup of coffee.M: Wonderful! Thank you for your nice suggestions.R: It’s my pleasure.Word ListOrdinary a.普通的Sticker n.粘纸Telex n. 电传Fax n.传真电报Sightseeing n.观光Typical a.典型的Pavilion n.亭子、楼阁Rockery n. 石头假山Decorate v.装饰Buddhist a.Architecture n. 建筑式样，风格Burma n. 缅甸（国名）Envelope n. 信封Spot n. 点、地点、场所District n. 地区Trolley-bus n. 有轨电车Scenery n. 风景、景色Band n. 乐团Carving n. 雕刻、雕刻品Buddha n. 佛Magnificent a.宏伟的Sakyamuni n. 释迦牟尼Pearl n. 珍珠Terrace n. 平台、阳台Pond n. 池塘Brick n. 砖头Statue n. 雕像、塑像Appreciate v. 欣赏Afford v. 抽得出（时间）Exact a. 确切的Locate v. 座落于、位于High-rise n. 多层高楼Complicated a. 复杂的Jazz n. 爵士音乐Mass a.群众性的Scenic a.风景的Useful Expressionsto stick … on 把……粘贴在……上places of historical interest 名胜古迹one more thing 还有一件事within easy reach 很近to be located(on) 座落于、位于at the corner of 在……拐角处to get lost 迷路to be decorated with 由……装饰to take pictures 照相what’s more还有UNIT 5 The Cashier5-1 Foreign Currency ExchangeScene:Mr. Bellow (B) is making his way to the foreign exchange counter. He wants to change some US Dollars for RMB.Cashier(C): Good afternoon, sir. Can I help you?B: I’d like to change some US dollars and I’d like to know today’s exchange rate.C: According to today’s exchange rate, every US dollar in cash is equivalent to 6.17 RMB. How much would you like to change, sir?B: Well, I’ll change one thousand and h ere’s the money.C: Would you please fill in this form?B: All right.C: Please write your name, passport number and room number on the slip. B: Here you are.C: Thank you. Y ou’ll have it right away. Will you sign your name here on this memo?B: OK, Will you please give me some one-yuan notes? I need some smallchange.C: All right.(Changing the money)Mr. Bellow, here it is. Please have a check and keep the exchange memo. B: Oh, yes, thanks. By the way, can you tell me what I should do with the RMB left with me?C: Y ou can to go to the Bank of China or the airport exchange office to change it back into dollars.B: I see. Thanks.C: Y ou are welcome.5-2 Checking OutScene:Mr. Bellow (B) checks out at the Cashier’s Desk.Cashier(C): Good morning, sir. May I help you?B: Is this where I can pay my hotel bills?C: Yes, please tell me your room number and when you are checking out. B: My room number is 902 and I’d like to check out now.C: Just a moment, please. (Checks files)Are you Mr. Bellow?B: Yes.C: Did you have breakfast this morning?B: Yes, but I paid cash for it.C: And have you used any hotel services since breakfast?B: Yes. I used the mini-bar. I drank a can of Coca-Cola.C: All right…(Giving Mr. Bellow the bill)Here you are sir. Please check it.B: I’m sorry. What’s this for?(Pointing to a figure)C: That’s for the drinks and phone calls you made from your room.B: Oh, I see. Thank you. Can I pay with traveler’s checks?C: Certainly, sir.(Mr. Bellow fills out checks and gives them and his passport to the cashier.)Here are your bill and receipt, Mr. Bellow. We hope you enjoyed your stay with us here and that you’ll have a pleasant trip home.B: Thank you. And we’ll have a trip to Guilin before we go home.5-3 Mis-calculationScene:Mr. Bellow (B) goes back to the Cashier’s Desk, thoughtfully and hurriedly.Cashier(C): Good morning, sir. May I help you?B: Just now I checked out here. But back in my room, I found that there might be something wrong with the bill.C: Oh, yes?B: I checked in on the 26th and will leave this morning. That’s exactly three days, I think. But I paid for three days and a half.C: Well, let me see. The 26th, the 27th,the 28th…Ah yes, you checked out in the morning, so you only stayed here for three days, no more. Sorry, sir. I do apologize for my mis-checking.B: That’s all right.C: Now let me give you another receipt and please check it. Here is the money you overpaid.B: Thank you.C: I’m awfully sorry to have caused you so much trouble.I’ll try to be more careful another time.Word ListCashier n.出纳员equivalent a.相等的、相当的Sign n.符号、招牌、迹象；v.签名、示意Count v.数Bill n.帐单Mini-bar n.小冰箱Can n.听头、罐头Mis-check v.计帐出错memo n.备忘录、（商）便笺、便函file n.汇订的文件、卷宗、档案receipt n.收到、收据、收条Coca-Cola n.可口可乐（饮料）apologize v.道歉、谢罪overpay v.多付（钱款）Useful Expressionsto be equivalent to right awayto check outto point toto apologize for just now 相当于、等价于立刻结帐指抱歉、致歉刚才UNIT 6Settling Guests’ Complaints6-1 Changing a RoomScene: Mr. Bellow (B) Wants to change a room. He goes to the assistant manager (AM).（大堂副理）AM: Good morning, sir. What can I do for you?B: I’m Bellow, I’m in Room908.Can you change the room for me? It’s too noisy. My wife was woken up several times by the noise the baggage elevator made. She said it was too much for her.AM: I’m awful ly sorry, sir. I do apologize. Room 908 is at the end of the corridor. It’s possible that the noise is heard early in the morning when all is quiet.B: Anyhow, I’d like to change our room.AM: No problem, sir. We’ll manage it, but we don’t have any spare r oom today. Could you wait till tomorrow? The American People-to-people Education Delegation will be leaving tomorrow morning. There’ll be some rooms for you to choose from.B: All right. I hope we’ll be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleep.AM: Be sure. I’ll make a note of that. Every thing will be taken care of. And if there is anything more you need, please let us know.6-2 At the Lost and Found DeskScene:Mr. Bellow (B) complains to the Assistant Manager (AM) about the slowness in service.B: Hello, my watch was lost. Y ou promised me to look for it right away. Now, two hours have passed and I still haven’t heard from you. What’s the matter?AW: Mr. Bellow, we are sorry to have kept you waiting, but you said that this morning you had changed money at the Currency Exchange Desk, bought a tourist map at the newspaper stand(报摊), had your hair cut at the barber’s and had your lunch at the restaurant. Because you have been to several places, we need more time to find it.B: Well, I was wondering whether you were still working on it.AM: Y es, we are. Two porters are still busy checking around.B: I’m sure the watch is here. I hope you’ll try to find it for me as soon as possible.AM: Of course. We’ll let you know as soon as we find it. Please don’t be worried.B: All right. Thank you.6-3 Charging MoreScene:At the Reception Desk, a guest (G) insists on staying longer without paying more.Employee (E): Good morning. May I help you?G: My flight doesn’t leave till 5:45 p.m. and I don’t want to wait around at the airport all day. Could I still rest in the room this afternoon?E: Excuse me, sir. According to our regulations, a half day’s rent is charge d against a room this afternoon. W e’ll have to charg e you 50% of the price. G: (Angrily) What? Ask for money again? I have settled accounts. I won’t pay more for the two or three hours. No more! Do you hear?E: We’d like to help you as we can. Y ou may leave your baggage here until 4:30. Just speak to the porter and he’ll take care of it…free of charge, of course.G: But damn it! I won’t give you one more cent!F: The porter will keep your baggage free of charge, sir, and you’re welcome, to rest in the lobby.G: No, I insist on having a rest in the room.E: Then, if you’ll wait a mom ent, please, sir? I’ll ask our manager to comeand take care of your request. Word Listawfully ad. 非常、很、十分anyhow ad. 不管怎样、无论如何promise n.&v. 应诺、诺言、保证worried a.烦恼的、焦虑的regulation n. 规则、规章、法规account n. 帐目、帐insist v. 坚持request n.& v. 请求、要求quiet a.安静的vacate v. 使空出、腾出、搬出Useful Expressionsto wake upto make a noiseto have a sound sleep to make a note ofto promise sb. to do sth. to be busy doing sth as…as possibleas soon asto ask forto settle accounts 叫醒发出噪声睡得好、醋睡做笔记应诺（某人）做某事忙于……尽可能的……一……就……请求free of charge to insist on 结帐免费坚持PART ⅡTHE HOUSEKEEPING DEPARTMEN T’INTRODUCTIONThe Manager’s RemarksThe housekeeping department is the backbone of a hotel. In a sense, it is possible to say that a clean and attractive guest room is the product that the hotel sells.The main duty of the housekeeping department staff is to see to the cleanliness and good order of all rooms in the hotel. The laundry and valet service and many personal services are also parts of their jobs. And they must coordinate the work closely with the front office.This department as a whole is required to make the guest’s stays comfortable and pleasing. Any reasonable request must be fulfilled. But good service means more than fulfilling requests. Whenever and wherever possible, the staff should offer to do extra things for the guests. What’s more, whenever there is an opportunity to “sell”, the staff should take it and suggest that guests use the hotel services as much as possible. They shouldmake sure that they are really selling what the guest wants to buy.It should be noted that the most important characteristic in the housekeeping department, and indeed throughout the hotel world, is the willingness to serve and please the guests. The housekeeping staff, such as chamber maids, housemen, linen room（布草房）attendants, supervisors and housekeepers（管家）, can do a great deal to assure a high business repeat （回头客）and occupancy rate, not only through the efficiency in their jobs but also through their heartfelt warmth in serving the guests.Word Listhousekeeping department房务部backbone n. 脊梁、脊柱、骨干attractive a. 有吸引力的product n.产品、产量cleanliness n. 清洁laundry n. 洗衣valet n. 洗烫工personal a. 个人的、私人的coordinate v. 协调fulfil v. 履行、完成opportunity n. 机会characteristic a.特有的；n.特性willingness n.愿意chamber n. 房间maid n. 侍女、少女chamber maid 客房女服务员houseman n. 杂务工supervisor n. 管理员、主管comfortable a.舒适的pleasing a. 使人愉快的business repeat rate 回客率assure v. 使确信、保障heart-felt a. 感人肺腑的Useful Expressionsin a senseto see toto coordinate…with…as a wholeIt should be noted that…as much as possibleto make sure 在某种意义上注意、负责与……合作，与……协商作为整体而言应当注意尽量多弄清、使确定、使确信UNIT 1Guiding the Guests to Their Rooms1-1 Recognizing the GuestsScene: The Bellows leave the elevator.The floor attendant (FA) steps forward to welcome them.。

饭店英语unit01 Room Reservation

2. /s/ or /z/? has to
① She has to move her car. ② He has to do his job. ③ She has to shop now. ④ There has to be a rule.
发音方法
/s/ or /z/
Good morning,Can I
help you…
Room reservations are usually operated by the Front Desk (the reception), the Room Reservation Department or Sales Department. Guests can choose what they need or favor, and should be informed of the price, standard, the floor, the window view, etc. Price is relatively higher in the peak season and discount is usually found in the slack season.
Room reservations can be made face to face over the phone, by guests themselves or a third party. Letters, which used to be a popular way to make reservations, are now out of date, and are being gradually replaced by some prompter ways, like e-mails or faxes, which are considered much more secure.

饭店服务英语unit1-1 Room Reservation

SITUATIONAL

DIALOGUE

Useful sentence patterns Good morning, Shangri-la Hotel. What can I do for you? Yes, I’d like to reserve a room. From which date and how long will you be staying? And what kind of rooms would you prefer, sir? with a street view or sea view？ Could you please hold on? I’ll check our vacancies for those days. Thank you for your waiting, sir. May I have your name and your telephone number, please? Excuse me, how do spell your family name? That's all settled then and we look forward to seeing you on Friday.
TEST

YOUR VOCABULARY

Financial adj.金融的，财务的 Satisfaction n.满意 fill in 填表 mirror of hotel 酒店的镜子 home away from home 家外之家 to check sb. out （客人离店）给予结账

DETAILS
1.Preview

酒店实用英语Unit1 ROOM RESERVATION PPT资料共19页

Sample Cases
2. We can offer you a standard room for a total of RMB380 including one breakfast. 我们可以给您一间标间，价格是380人民币，包括早餐。 In some hotels, room rates are net prices without service charge. Net price 净价
The brand name Holiday Inn is now owned by IHG (InterContinental Hotels Group). On 24 October 2019, IHG announced a worldwide relaunch of the Holiday Inn brand. The relaunch is "focused on delivering consistently best in class service and physical qualit process is planned to be complete by the end of 2019.
Sub-module 1
《酒店实用英语》
——十二五规划教材
Competence Objectives
Competence Objectives :
how to accept confirmed reservation how to accept guaranteed reservation how to deal with over-booking
Sample Cases
Case 1
1. What kind of room would you like, sir? 请问先生您想要哪种房间？ Room Categories: Standard Room: a room for one person with one bed. Double Room: a room for two persons with two separate single beds. Twin Room: a room for two persons with one big bed designed for two. Triple Room: a room for three persons with three beds. Suite: a series of connected rooms used as a unit.