《饭店专业英语》Part 2 Unit 12 Lost and Found Service
酒店英语智慧树知到课后章节答案2023年下海口经济学院
酒店英语智慧树知到课后章节答案2023年下海口经济学院海口经济学院第一章测试1.The following are the basic premises for room upgrading EXCEPT:A:double sellingB:equipment damageC:out of orderD:overbooking答案:out of order2.The Reservations Department is responsible for carrying out the followingduties EXCEPT:A:Receiving the reservationsB:Updating the periodical report of guest resourcesC:Waking the guest up on time the next morningD:Taking care of all reservation-related procedures答案:Waking the guest up on time the next morning 3.Which is the duty of a concierge?A:Keeping in contact with guest resources.B:Maintaining accurate files on all reservations.C:Handling baggage for hotel guests.D:Updating the periodical report of guest resources.答案:Handling baggage for hotel guests.4.To reduce customers’ complaints, we are not supposed to:A:Stay quiet and listenB:Avoid difficult clientsC:Identify complaintsD:Resolve ahead of time答案:Avoid difficult clients5.Which should be the first step of check-out service:A:Answering any questions concerning the bill that the guest may have.B:Asking if the guest has recently signed any new bills.C:Presenting the bill and total to the guest.D:Printing the bill for the guest.答案:Asking if the guest has recently signed any new bills.第二章测试1.What should the room attendant do when the luggage arrived at the floorbefore the team gusts live in the rooms:A:Check the room numbers and deliver the luggage one by oneB:Check the luggageC:Open the doorsD:Take the luggage to a safety place答案:Check the room numbers and deliver the luggage one by one 2.Which is not in the same class of word with ”towel rack”:A:BathtubB:Washing basinC:SofaD:Toilet答案:Sofa3.What should the room attendant say when knock on the guest’s door:A:Housekeeping.B:Housekeeping. May I come in?C:Is there anybody inside?D:I’m room attendant.答案:Housekeeping. May I come in?4.Which is NOT included in the personal laundry service for the guests:A:ReplacementB:LaundryC:Pressing and ironingD:Shoe shining答案:Replacement5.What personalized housekeeping service can help the guests who is afraid ofoversleeping:A:laundry serviceB:room serviceC:morning call serviceD:turn-down service答案:morning call service第三章测试1.What is the F&B Department responsible for?A:Waking the guest up on time the next morningB:The food and drink that the guests will consume during their stayC:Maintaining accurate files on all reservations D:Communicating with staff throughout the night答案:The food and drink that the guests will consume during their stay 2.Which statement is NOT used when acquiring dining information onreservation calls:A:When would you like your table, Miss?B:When should we expect you, Madam?C:Can I get another beer for you?D:For how many people, sir?答案:Can I get another beer for you?3.What should be done first when there are no available times for the guest tomake a reservation:A:Ask the guest if another time or date would work for them.B:Ask the guest if he needs directions or a taxi to bring him out.C:Ask the guest to find another restaurant by himself.D:Suggest the guest to dine elsewhere.答案:Ask the guest if another time or date would work for them.4.It is necessary to occasionally overbook NOT because:A:Guests may cancel their reservation.B:The restaurant wants to make an impression of being popular and busy.C:The restaurant wants to ensure there will be no empty tables on busynightsD:Sometimes guests do not show for their reservation.答案:The restaurant wants to make an impression of being popular and busy.5.Which comes the first in the procedure of offering Chinese style F&B service:A:Confirming the details of the orders.B:Presenting the Chinese menu and beverage list.C:Showing the guests to the table and have them seated.D:Recommending Chinese liquors and Chinese style dishes.答案:Showing the guests to the table and have them seated.第四章测试1.Which of the following is NOT an indoor facility:A:billiardsB:ATVsC:fitness centerD:beauty salons答案:ATVs2.Which one is NOT likely to be involved in normal hotels:A:Beauty salons & wellness treatment centersB:Children’s playrooms and assorted facilitiesC:Convalescent homeD:Health spas & fitness centers答案:Convalescent home3.Where can the guests find the oxygen room and cardiovascular fitnessequipment?A:At the billiardsB:At the saunaC:At the health clubD:At the swimming pool答案:At the sauna4.What service cannot be found in the beauty salon?A:ManicureB:Medicated bathC:FacialD:Haircut答案:Medicated bath5.Which equipment cannot be found at the health club:A:Massage armchairB:Stationary bicycleC:Stair machineD:Weight bench答案:Massage armchair第五章测试1.The following are the common machines in a business center EXCEPT:A:photocopierB:fax machineC:printerD:drying machine答案:drying machine2.Who is the most important role in convention service?A:A subordinate managerB:A keynoterC:A kitchen managerD:A convention manager答案:A convention manager3.Which is inappropriate for a professional convention staff to do?A:Have proper body language and smile to welcome guestsB:Have friendly and direct eye-contact with meeting delegatesC:Talk about politics and religious belief to know the guests’ cultureD:Keep a neat, well-groomed appearance答案:Talk about politics and religious belief to know the guests’ culture4.Who are supposed to assist the guests to finish the Deposit Form orValuables Deposit Form?A:The staff in the business centerB:The clerks in the front deskC:The staff in the lost and found departmentD:The clerks in the left-luggage office答案:The clerks in the left-luggage office5.The main service offered by exhibition center usually includes:A:Discuss something about the exhibitionB:Book an exhibitionC:All of the aboveD:Serve during the exhibition 答案:All of the above。
饭店英语2
《饭店英语2》教学大纲（Hotel English 2）（供四年制旅游管理专业2012级试用）课程编号：总学时数：48(36+12)学分数：3开课单位:商学院课程的性质与任务《饭店英语2》是旅游管理专业的专业方向课程。
本课程的目的是，使学生具备掌握英语基础知识和技能以及运用饭店英语的能力，从而达到酒店管理专业学生应具备的整体知识文化水准和相应的业务素质。
通过学习，培养学生在具有一定的公共英语听、说、读、写的基础上，掌握旅游饭店行业服务与管理的专业英语，包括旅游饭店英语的专业词汇、句型、表达方法，使学生基本具备用英语进行旅游饭店行业管理与服务的能力，为从事旅游饭店业工作的需要打下良好的基础。
执行教学大纲应该同时根据专业的具体特点、教学计划以及学生的实际情况，拟定比较详细的符合教学大纲的教学进度。
课堂教学中要充分调动学生的积极性，对一些问题应多组织讨论。
本课程是考试课程，建议考试形式：闭卷笔试。
大纲内容与要求第十一章Food & Beverage Service in Western Style 西餐服务第一节Dialogue 情景对话1.Serving an English breakfast 英式早餐服务2.Serving lunch a la carte 午餐零点服务3.Tendering at the bar 酒吧服务4.Arranging a buffet dinner 冷餐会服务第二节Listening & Speaking 听说演练1.Functional sentences 功能句2.Procedure drilling 程序演练3.Role play 角色演练第三节Practical Writing 实用写作1.A Letter of Confirmation for Banquets 宴会确认信第四节Feature Reading 特色阅读1.The Menu 菜单教学基本要求1.了解前厅的相关词汇、短语、句型及其常用表达。
[英语学习]饭店英文专业术语及日常用语
![[英语学习]饭店英文专业术语及日常用语](https://img.taocdn.com/s3/m/371038257cd184254b353537.png)
制度名称Policy：饭店专业术语及日常用语培训
Housekeeping房务管理
Manager经理Room maid房间清理员（女）
Supervisor主任Shift leader领班
Laundry worker洗衣工cleaning staff清洁工
Recreation and Relaxation休闲娱乐
提交人Prepared by：前厅经理
制度编号Policy No.：F/O P&P
生效日期Effective Date：
批准Approved by：总经理
日期Date：
分送Distribution：各部门
制度名称Policy：饭店专业术语及日常用语培训
Engineering工程
director主任supervisor组长
日期Date：
分送Distribution：各部门
制度名称Policy：饭店专业术语及日常用语培训
Check-in入住
Check-out结账
Check-out Time结账
City Ledger挂账
Commercial Rate/Contract Rate/Corporate Rate/商业价/合同价/公司价
End-Of-Day结束日期
E.A(Expected Arrival)预计到店
E.D(Expected Departure)预计离店
E.T.A(Estimated Time of Arrival)预计到店时间
E.T.D(Estimated Time of Departure)预计离店时间
Extension Of Stay延住
制度编号Policy No.：F/O P&P
(餐饮管理)饭店英语参考答案
《饭店服务英语》（第二版）参考答案unit 1Classroom Activity I--- I’d like to reserve several rooms at your hotel.--- I want to reserve three twin rooms and one family suite.--- Can I have your name, please?--- Mary Brown--- Can you give me your telephone number?--- No. 1125 College Road, Haidian District, Beijing.--- When will you be arriving, please?--- three twin rooms and one family suite for three night from Oct. 10th to Oct. 12th. Is that right? --- We are looking forward to seeing you.Classroom Activity II---Good morning. This is Hilton Hotel. Can I help you?--- I would like to reserve rooms at your hotel.---Wait a moment, please. I’ll put you through.--- Room Reservation. Can I help you?---This is International Travel Agency in China. We’d like to rese rve eight single rooms and five double rooms from Sep. 15th to Sep. 20th for an American travel group.---Wait a moment, please. Let me check.. Yes, we have.---How much will be spent for a room?---130 dollars for a single room and 150 dollars for a double.---Does this include food bills?---No. Sorry. It doesn’t.---Do children get discount?---Yes. Children under 12 years old are charged half.---By the way, do we need to pay money for an extra bed?---I’m sorry, sir. We don’t provide extra bed service at present. Is there anything else?---No, thank you.---May I know your name, sir?---Wangping.---It’s all right. Thank you.Part FourII. vacancy, guest, reservation, address, Fax, suite, double room, arrival, waiting list, confirm; III. 1.（F) 2. (T) 3. (T) 4.(F) 5. (T)IV.1. What kind of room would you like?2. I’d like to reserve a presidential suite.3. We have a high occupancy in peak seasons.4. You can reserve rooms by letters, by telephone, by Fax. or by e-mail, we will give you a reply according to the situation.5. Front office is one of the most important departments in a hotel.6. Would you like us to put you on our waiting list and call you in case we have a cancellation?7. I’m sorry our single rooms are occupied, but I can reserve you a double room.8. By the way, May I have a more spacious room?9. We are glad to accept your reservation.10. Good-bye. We are looking forward to your coming.V.当你在饭店注册登记时，饭店会要求你预付定金。
酒店实用英语unit 8 Lost and Found
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Sample Cases
Case 1: 1. How many pieces did you have, sir?
先生您有多少件行李？ 2. Is there a name tag attached to them, sir?
上面有没有系上名字的便条？ 3. We’re very sorry for the delay, sir. I’ll check immediately and call you
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Contents
Job Knowledge and Experience Sample Cases Technical Training Introduction to Hotels
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Job Knowledge and Experience
If the customer has lost his valuable personal items, he’ll certainly ask you to find them out right away. Don’t be nervous. Take the following steps:
您可以详细地描述一下您的相机吗？我做一下记录。 3. When and where did you first find your camera missing?
什么时候在哪里发现您的相机丢了呢？ 4. We’ll do our best to find your camera in the shortest possible time.
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Introduction to Hotels
《饭店英语》课程标准
《饭店英语》课程标准2023年10月目录一、课程信息 (1)二、课程性质与任务 (1)（一）课程性质 (1)（二）课程任务 (2)三、课程目标与要求 (3)（一）课程目标 (3)（二）课程要求 (4)四、课程结构与内容 (4)（一）教学内容选择与组织原则 (5)（二）教学内容组织构架 (5)五、学生考核与评价 (7)六、教学实施与保障 (9)（一）教学实施 (9)1.教学理念 (9)2.教学模式 (9)3.教学方法与手段 (10)4.学法 (10)5.教学实施过程 (11)（二）教学实施保障 (12)1.师资保障 (12)2.教学资源保障 (13)一、课程信息课程名称：饭店英语学时：64学分：4适用专业：旅游英语，酒店英语，酒店管理二、课程性质与任务（一）课程性质《饭店英语》课程是旅游英语专业酒店方向的专业核心课程，同时也是酒店英语，酒店管理等专业方向的专业基础课程，是一门理论知识和实践技能并重的理实一体化课程。
本课程作为旅游英语专业的专业基础课之一，基于工作环境设计，以职业素养培养为核心，旨在通过创设酒店服务情境，要求学生在仿真情境下学习英语表达和酒店英语交际基本技能，通过理论传授与实训培养学生熟练运用英语进行交流的能力，培养能从事涉外酒店各部门工作的高素质技能型专业人才，从而适应涉外酒店行业对服务人员英语能力的要求，是一门应用性、实践性强的课程。
（二）课程任务本课程内容源自涉外酒店工作需要，紧紧围绕酒店工作环境和岗位内容进行设计，服从服务与酒店业的职业要求。
课程设计充分考虑酒店实际工作需要，以行业实际需要的各项能力培养作为教学目标，教学内容围绕酒店各个岗位的工作内容展开，运用任务驱动教学模式，以学生的“学”为中心组织“任务化”的课程学习活动，并结合指导讲授、案例讨论、小组课业、模拟实训等多种教学方式，多角度培养学生运用英语进行交流并完成工作任务的能力。
本课程在内容选择时突出对学生英语语言交流能力的训练，理论知识的选取紧紧围绕涉外酒店各岗位的工作任务来进行，同时兼顾高等职业教育对理论知识学习的需要，针对行业发展的最新动态及未来走向指导学生做好正确的知识储备和心理准备。
旅游饭店职业英语-unit-2公开课PPT课件
Talking to the Guest 情景会话
ONE
Receptionist: R
Guest: G
R: Good afternoon. Welcome to our hotel. What can I do for you? G: Yes, I have a reservation in your hotel. R: May I have your name? G: John Smith. R: Wait a moment, please. Yes, we have your reservation. May I see your passport, please? G: Here you are. R: Would you please fill in this registration form? G: Of course.
tonight? 5. Could you sign your name here,
please?
Listen and complete the dialogues:
1. R: Good afternoon.
?
1. G: Yes, I want to have a single room for tonight.
TWO
R: Good evening, Madam. May I help you? G: Yes, I’d like to have a single room. R: Do you have a reservation? G: No, I’m afraid not. R: Wait a moment, please. Let me see. Oh, there is one single room available. G: That’s great. I’ll take it. R: May I have your passport for the registration? G: Certainly. Here you are.
Unit Twelve《饭店实用英语》
Unit Twelve
Words & Phrases
• lucidity n. 光明，明晰 • cloisonne n. 景泰蓝 • lacquerware n. 漆器 • multifarious adj. 多种多样的，五花八门的 • web n. 网状物 • tantalizing adj. 逗人的，撩人的 • retailer n. 零售商 • glacially adv. 冷淡地 • gobble v. 吞并，狼吞虎咽 • crystalization n. 结晶 • peony n. 牡丹 • magpie n. 喜鹊
Notes
• 11. What can I show you? 您要买什么？ Besides “May I help you?”，“Can I help you?” and “What can I do for you?” and the shop assistant may say，“What can I show you?”，“Are you being attended to?” or “Is anyone taking care of you?” to offer help.
paper c
kites：
风筝。
shell carvings： 贝雕。
• 6. job procedures: 工作流程。
A shop assistant's job mainly includes these procedures:
• 4. as white as jade，as thin as paper，as bright as mirror and as melodious as qing：白如玉、薄如纸、明如镜、 声如磬。
饭店管理专业英语(第二版
Unit 1 General Introduction to Hotel Management
TEXT : Classification of Hotels Hotels are classified in accordance with the normally accepted gauges, including guest resources, location, scale and service standards, etc. Such classification is a necessity in that it enables hotels to find their individual position in the market and assists customers with their right choice. Currently, hotels are put into six classes, namely, commercial (short-term) hotel, long-term hotel, holiday inn, motel, airport hotel, and conference hotel. ● Commercial hotel is located in the city center, catering for commercial guests and tourists. It offers high standard of facilities, especially those for commercial purpose. ● Residence or condominium is similar to apartment, and it targets those guests who will stay there long either on business or vacation. It offers suites equipped with living facilities. Hence, it charges only for daily service and involves less management.
《饭店专业英语》Part 2 Unit 13 Personalized Service
1
Snapshot
2
Conversation
3
Focus on
4
Listening
5 Interchange activities
Snapshot
Reading Tips The Housekeeping Department can also provide personalized services based on the guests' requests or the room attendants' observation. If the guests have to go out without taking their babies, they can ask for the baby-sitting service. The professional babysitters will look after the babies carefully. There are also some other personalized services, such as buying things on request, fulfilling the guests' need s , doing maintenance, etc.
It’s 50 yuan per hour, and the minimum of three hours.
I will take a confirmation form for you to fill out later.
Conversation
Dialogue 1
Scene: The guest is meeting the floor attendant in the corridor.
《酒店管理英语听说教程》Unit22
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Unit 22
Part B Listening In: The Lost and Found Service
Page 199 Task 2 Long Conversation
7
Unit 22Scripts NhomakorabeaMan: Excuse me. Do you live here? Woman: Yes, we do. We live on the third floor. Man: Oh. Does Jane Hunter live here, too? Woman: Jane Hunter? Do you know that name, Tom? Tom: Jane Hunter? No, I don’t. I’m sorry. Betty: I know her! Tom: Do you? Does she live here? Betty: Yes, she does. She’s from California. She lives under us. She lives in the apartment on the second floor. Man: Oh, thanks. I have a letter for her, but her name isn’t on the mailbox.
Unit 22
Part A Phonetics: Connected Speech语流—Assimilation 音的同化
Page 197 Task 1 Progressive Assimilation Task 2 Regressive Assimilation Task 3 Reciprocal Assimilation Task 4 Exercise
《饭店专业英语》Part 2 Unit 12 Lost and Found Service
•
Could you tell me the features of your wallet?
•
请问您的钱包有什么特征？
•
What’s in it?
•
里面都装的什么？
•
Where have you been?
•
你去过哪里？
Using what you have learned above.
• A. Match the following sentences. • 1. I lost my bag in the hotel.
• What should you say when guests lose their valuables?
The procedure of lost and found service
• Step 1 Listen倾听 • Step 2 Show sympathy表示同情 • Step 3 Ask the details询问详细情况 • Step 4 Take notes做记录 • Step 5 Take actions立即行动 • Step 6 Notify the result反馈结果
wallet钱包cash现金clothes衣服files文件whatothervaluablethingswouldguestsperhapslosewhatshouldyousaywhenguestslosefoundserviceshowsympathy表示同情takenotes做记录takeactions立即行动result反馈结果ii
A. Pair Work • Work in pairs to write as many requires as
possible about lost and found service, using what you have learned above.
餐饮服务与管理专业英语
餐饮服务与管理专业英语酒店餐饮服务用语(一) 基本常用语问候语1、早上好,先生. Good morning, Sir.2、您好! Hello.How do you do?3、很高兴见到您Glad to meet you.4、欢迎到我们酒店来Welcome to our hotel.5、愿您在我们酒店过得愉快I hope you’ll enjoy your stay with us.祝贺语6、祝贺您! Congratulations!7、生日快乐Happy birthday!8、新年快乐Happy New Year!9、圣诞快乐Merry Christmas!10、祝您好运Good luck to you!11、祝您成功Wish you every success!12、祝您旅途愉快A pleasant journey!答谢和答应语13、谢谢您Thank you (very much)!14、谢谢您的帮助Thank you for your help.15、太感谢您了It’s very kind of you.16、别客气不用谢You are welcome./ Not at all. / Don’t mention it.17、很高兴为您服务It’s my pleasure.道歉语18、很抱歉I’m sorry.19、对不起Excuse me.20、对不起,让您久等了Sorry to have kept you waiting.21、我为此道歉I apologize for this.征询语22、我能帮您什么吗? Can I help you? /What can I do for you?23、有什么能为您效劳的? Is there anything I can do for you?24、我能借用您的电话吗? May I use your phone?25、我可以知道您的名字吗? May I have your name please?26、您可以把名字签在这儿吗? Can you sign here, Sir?27、先生,您想要点什么? What would you like, Sir?指路用语28、上楼Go upstairs 下楼Go downstairs. 在二楼It’s on the second floor.29、请这边走This way, please.30、往右转Turn right, please.31、在大厅靠近大门It’s in the lobby near the main entrance.32、在走廊尽头It’s at the end of the corridor.提醒用语33、请走好Mind your step.34、请当心Be careful, please.35、请别遗忘您的东西Please do not leave anything behind.36、请不要在这里抽烟Do not smoke here, please.告别语37、等会儿见See you later.38、明天见See you tomorrow.39、再见,谢谢您的光临Good bye and thank you for your coming.40、再见,希望再见到您Good bye and hope to see you again.41、一路平安! Have a nice trip.情景应对42、听见或遇到对客人不利的事时:I’m sorry to hear that. I hope you’ll get better soon.I’m sorry to hear that. Have a good rest.I’m sorry to hear that. But take it easy.43、客人碰到意外时:I hope you did not hurt yourselfAre you hurt?Did you hurt yourself?44、当客人要什么东西时:Certainly, Sir. I’ll fetch it.Yes, Sir. It’s no problem.Here you are, Sir.Here is your change, Madam.45、必须离开客人去拿他们所要的东西时:Just a moment, please, Miss. I’ll go and get it right now. Immediately, Madam.Sorry to have kept you waiting.46、给客人让路时:After you, Madam.You first, Sir.47、推小车或提重物经过客人身旁时:Excuse me, Madam?Could you please make way, Madam?May I come through, please?48、上菜或斟酒时不得不向客人俯身时或不得不在外宾面前通过时: Excuse me, please.I beg your pardon.49、当客人询问是不是可以拿某物时:By all means, Sir. Let me help you.Certainly, Madam. Let me help you.Go ahead, please. You are welcome.50、看见客人在搬椅子或包裹需要帮助时:Let me take that, Sir.What can I do for you?51当客人送东西给你时:It’s very kind of you.No, thank you. We are not allowed to drink on duty.52、当中断和客人交谈时:Excuse me. I must serve that client.I’m sorry, Sir. I must go. Nice talking with you.Will you excuse me, please?53、当外宾对您解释什么事情时:Yes, I see.That’s true.Really? How interesting!54、当客人因为自己动作慢,手脚不灵或残疾而感到困窘时: Please take your time, Sir. There is no hurry.Don’t worry, Madam. We’ll see to it.Don’t worry, Sir. We’ll clean it up.55、当要求客人折回来或请他签字或要打断他谈话时:Excuse me, Sir. May I have your room number?Sorry for interrupting.May I take up a few moments of your time?Would you be so kind as to sign it?56、当人手短缺,外宾需要服务时:I’ll be with you as soon as possible.57、领路的时候:Follow me, please Sir.Would you please come this way?Mind your step, Sir.58、如果客人有跌到的危险时:May I suggest you hold the rail? It’s very slippery, Sir.59、当领到客人到达目的地时:Here we are, Room 2608.60、当服务员离开客人的房间或餐桌时:Will that be all, Madam / Sir?Is there anything else I can do for you?Is there anything else I can get for you?(二) 餐厅服务中常见用语预订1、Good morning/afternoon/evening.(The name of the restaurant and your name)May I help you?早上/下午/晚上好，某某餐厅，我能为您做些什么？2、How many people ,please?请问共有多少人用餐？迎宾3、Good morning/afternoon/evening. Welcome to our restaurant.早上(中午、晚上)好，欢迎光临。
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The procedure of lost and found service
• Step 1 Listen倾听 • Step 2 Show sympathy表示同情 • Step 3 Ask the details询问详细情况 • Step 4 Take notes做记录 • Step 5 Take actions立即行动 • Step 6 Notify the result反馈结果
Unit 12 Lost and Found Service
Learning Objectives
In this unit you will learn: How to show sympathy How to help guest(s) find the missing things
I. SNAPSHOT
• C: Good morning, sir. Can I help you? • G: Good morning. I need your help. You see, my wallet is missing. I’ve looked for it
everywhere, but in vain. Can you help me to find it? • C: I’m sorry to hear that, sir. We’ll do our best to help you. May I know your
find it.
• C: Can you tell me the features of your wallet, Mr. White? • G: Well. It’s black and made of leather. • C: And what’s in it?
• G: About 800 yuan and two credit cards.
II. CONVERSATION
• Scene: Mr. White missed something in the room.
• Listen to the dialogue and answer this question:
• What does the guest lose?
• (C: Clerk; G: Guest)
Guests may lose their valuable things in the hotel such as…
•
Wallet钱包
Cash现金
•
Clothes衣服
Files文件
• What other valuable things would guests perhaps lose in a hotel?
• C: Where have you been this morning?
• G: The business center, lobby bar and the restaurant. • C: Don’t worry, sir. Let’s try to look for it and we’ll contact you as soon as
name and your room number?
• G: Peter White, Room 706.
• C: Could you tell me when and where you found it missing? • G: This morning, in the restaurant. I wanted to pay the bill after breakfast, but I didn’t
III. FOCUS IN
• Help guests to find the missing valuables
• Show sympathy: I’m sorry to hear that.
• 表示同情
非常抱歉听到这样的消息。
•
We’ll do our best to help you.
•
我们会尽最大的努力来帮助您。
•
Don’t worry.
•
不用担心。
•
Ask details: May I know your name and room number?
•
询问细节 请问您的姓名和房间号码？
•
Can you tell me when and where you found it missing?
• Reading Tips
• The lost and found service is a kind of professional work, for it often involves legal issues. When guests report loss in the hotel, we must try our best to help them find their lost properties. It is also the symbol of high quality service.
Key Words and Phrases
• wallet ['wɔlit] n. 皮夹，钱包 • missing ['misiŋ] adj.丢失，遗漏 • feature ['fi:tʃə] n. 特征，特点 • leather [ˈleðə(r)] n. 皮革 a.皮制的 • lobby bar 大堂酒吧 • credit cards 信用卡 • in vain 徒劳的 • pay the bill 付账
we find it.
• G: Thank you very much. • C: It’s my pleasure.
Read the dialogue and answer these questions:
• Where might the guest lose his wallet?
• What other details should the clerk ask the guest?