英语酒店实训3

Unit7 Accompanying the GuestWords and phrasesconcierge 门房attendant 服务员随从revolving door 旋转门opposite 对面corridor 走廊Men’s changing room 男更衣室conference room 会议室Ground floor 底层brochure 宣传手册willingness 意愿chamber 房间chamber maid 客房女服务员houseman 杂物工supervisor 管理员in a sense 在某种意义上to see to 注意；负责to coordinate … with 与…… 合作，与 ……. 协调as a whole 就整体而言coordinate 协调characteristic 特有的,特性Sentences1.Mind (watch) your step. 请走好2.Please don’t leave anything behind.请不要落下任何东西3.Is this everything, sir？这是全部东西吗，先生？4. Well, if you need anything else, please call room service.噢，如果你有什么事，请叫房间服务。

5. Let me help you with your luggage．我来帮您拿行李。

6. It’s very kind of you to do so．你能够这样做真的很慷慨。

7. By the way, could you tell me about your hotel service？顺便问问，你能不能给我讲一下宾馆服务的情况？8. Is there any place in the hotel where we can amuse ourselves？旅馆里有娱乐场所吗？9. Would you please tell me the daily service hours of the dining room？请告诉我餐厅每天的服务时间，好吗？10. 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。

Unit8 Introducing the Facilities and ServicesWords and phrasesFully-equipped convention center 设施齐全的会议中心secretarial service 秘书服务Multi-functional halls 多功能大厅audiovisual equipment 视听设备top businessmen 高端商务人士annual convention 年会International trading association 国际贸易协会attendee 参与者sufficient 足够breakout rooms 分会场seminars 研讨会plenary session 全会consult with sb. 与某人商量buffet service 自助餐服务catering 餐饮French service 法式服务movable 可移动的awarding ceremony 颁奖仪式keynoter 发言人lectern 讲台roving microphone 无线话筒Sentences1. Here is the rental rate list for equipment and personnel for the convention.这是会议设备租金单和会议服务人员名单。

2. The center of the multi-purpose hall is the main conference auditorium seating 400.多功能厅是主会场，能容纳400人开会。

3. I’ll take you to the convention hall and we can check the equipment on the spot.我这就带您去会议厅，现场检查会议设备。

4. A comprehensive convention center is a public assembly facility that is designed to host meetings and exhibits under one roof.综合性会展中心是一种公共设施，它可以在同一大厅内举办会议和展览会。

5. Their breakout area may be common area so that the break items can be shared between the various groups.分隔区为公共区域，这样，隔断物可以由不同的会议分享使用。

6. We have ten big conference rooms at the 18th floor. 在18层，我们有10个大会议室。

7. Our convention center also serves as an exhibition hall.我们会议中心也可以作为展示中心.8. I’ll order a complete range of pens in different colors for our convention.我要为我们会议订购一整套不同颜色的笔。

9.Our conference hall is multi-purpose.我们会议室是多功能的。

10.What size of conference do you have in your mind?你想要多大的会议室。

Unit9 Other Concierge ServiceWords and phrasesTram /streetcar/trolley 有轨电车tube/underground /subway 地铁roundabout /traffic circle/rotary 环线motorway/interstate/freeway/expressway 高速公路city/town centre downtown 市中心ground floor /first floor 一楼elevator /lift 电梯basement 地下室pedestrian 步行街departure 启程，出发Mind (watch) your step. 请走好Please be careful. 请注意Please don’t leave anything behind.请不要落下任何东西Don’t worry. 请不要着急Take it easy. 从容，不急Please don’t smoke here.请不要在这里吸烟Wish you a pleasant journey!希望您有个愉快的旅程Go round the corner.在拐角处绕道Go up/down the stairs/flight of steps.上下楼梯Go down the corridor.从走廊下去Sentences1.Turn right then immediately left.右转然后立即左转2.Turn left then left again.左转再左转3.Take the lift/stairs to the first floor/ground floor/basement.乘电梯到一楼4,Thank you for staying in our hotel.欢迎住我们酒店5.Our concierge can arrange the tour for you.我们旅宾部为你安排旅程6.Many places in Dalian are worth seeing.大连许多地方值得观看7.Would you like to leave a message?您想留下信息吗?8.What if someone calls to speak to you?如果有人联系你怎么办？9.I can write down the places you are going to visit on this paper.我可以把你要去参观的地方写在纸上。

10.Just follow the signs.跟着路标走Job positions and job responsibilitiesJob position:the bellmanThe bellman--one time, Bellmen were present in almost every hotel throughout North America. Now, however, the bellman is becoming rarer as many hotels seek to provide cheaper accommodation. Bellmen can still be found in upscale hotels, in which luxury and service are rated higher than affordability. Bellmen are known under several titles, including bell staff, porters and bellhops. An experienced bellman may become a bell captain, responsible for managing other bellmen within the hotel.A bellman officially is part of the receptionist staff. He is responsible for greeting guests when they arrive and identifying them. Once this information has been given, the bellman will pass on the details to other reception staff or direct the guest to the desk. In extremely busy hotels, the bellman may work as part of a team, and be assigned specific guests to look after. Guests who regularly use a certain hotel may request the same bellman time and time again.While a guest is checking in, the bellman will unload any luggage and wait for the guest to finish checking in. He will then escort the guest up to the guest's room. During this time, the bellman is responsible for answering any questions that the guest may have about the facilities of the hotel and ensuring that the guest feels welcome. Upon arriving at the room, the bellman will explain the features of the locks, escort the guest into the room, and orientate the guest to any necessary details.Job position:conciergeThe hotel concierge position plays a vital role in the daily customerservice operations of hotels and resorts. The word concierge is French in origin and means "keeper of the keys", and as the 'keeper' the concierge becomes the point of contact for hotel guests who seek information or assistance during their stay.Working as a hotel concierge means that your focus is to ensure that the needs and requests of hotel guests are met, and that each guest has a memorable stay. The hotel concierge is expected to be an expert on his local area. Guests will approach the concierge with questions, seeking suggestions, and demanding problem resolutions. Often concierges will make reservations for restaurants, spas, shows and special events. Requests from guests can range from arranging transportation or providing directions to even the most outlandish seemingly impossible outing. The concierge must make an effort to develop relationships with local business owners and VIPs in order to facilitate the fulfillment of her guests' requests.Job position:convention managerPerhaps the largest challenge in planning a conference is selecting the perfect venue. In doing so, there are many things to consider including size and location. A short list of possible event locations is present to clients who then make the final decision. If a manager is employed by a venue such as school or hotel, he works with the party hosting the event to determine what space within the facility will work. There may be multiple rooms to choose from including ballrooms, class rooms, lecture halls and dining facilities.Once a conference location has been secured, a conference manager coordinates all of the various details required to ensure that the event is executed flawlessly. She may work independently or manage a team of workers to complete these tasks. She solidifies the attendance list, ensuring that all guests have the proper clearance to enter the facility. She accomplishes this by creating name badges, reserving accommodations and organizing transportation. She also procures the services of vendors to provide the furnishings, audio/visual equipment, food, beverages and anyother supplementary resources such as literature and giveaways that are needed.A major component of the duties of a conference manager is operations. In this capacity, he monitors attendance numbers and collect participation fees. Additionally, he or his staff members distribute event literature, provide assistance such as directions to attendees and resolve any issues, technical or otherwise, that may arise during the course of the event. Once the conference has concluded, he tracks its success, taking into account various metrics such as number of total attendees and revenue generated.Job position:Floor attendantFloor attendants are responsible for the maintenance and cleanliness of guest rooms in hotels, inns and other forms of guest accommodations. Each attendant must perform specific duties to ensure hotel rooms are well-appointed and flawless for each incoming guest.They need to take the guests to their rooms and introduce the room facilities.Introducing the facilities and service Facilities are very important for the hotel. If the guest asks something about the thing in the room, the attendant needs to tell the guest. For example,the attendant tells the guest that there is a master switch in the room. He needs to be sure to insert the keycard into its slot, otherwise the power will be cut. And this is the temperature control in the room. The guest may adjust it as he likes. And the panel on the night stand controls the different devices in the room. In addition,if the guests would like to take the trans-pacific flight, the attendant can tell them that they can make an outside call. At this time,the attendant needs to tell the guests to dial "0" first. Furthermore, there is a telephone directory on the writing desk in the room. Guest may check it. And the guest is keen to TV facility, the attendant needs to tell him that the remote control is in the room with many channels including English programs and Chinese programs and the program list is on the desk.Besides, there are many kinds of service in the hotel. Chamber service includes cleaning the room, changing the room, adding beds, turn-down services, claim and damage and so on. These are the basic service in thehotel. But sometimes the guest needs some special service,such as buying things on request, lending something,adding something for the guests. The hotel should provide these service for the guests and they will be satisfied. If guests want to wash their clothes, the attendant has to explain how to get the service. Firstly, guests need to fill the laundry lists. After the guests’ clothes being washed, the attendant needs to deliver the clothes to the guests.There are many interesting service in the hotel. The hotel has a complete of service facilities including Ballroom, Physical Fitness Center, Squash, Billiard Room, Beauty Salon, Sauna, Swimming Pool, Bar, Shopping Arcade and Taxi service, and so on. Last but not least, the attendant has to how to deal with an emergency. For example, when there is a fire accident in the hotel.The attendant should be calm and tells the guests to follow his orders. In a conclusion, the hotel should improve quality of service and facilities. The one who progresses is the one who gives his fellow men a little more.。