饭店服务英语unit1-2 Reception

《饭店服务英语》教学大纲（旅游英语专业三年适用）一、课程的性质和目的（一）课程性质《饭店服务英语》是高等职业教育旅游服务类涉外旅游专业酒店管理方向的必修课程。

在涉外酒店管理专业中，本课是实用性较强的课程。

本课程介绍了在酒店业和餐饮业各种场景中的英语知识，并提供练习，帮助学生训练在涉外酒店工作中运用英语的各种技能。

（二）课程的总体教学目的和要求通过本课程的学习，使学生不仅能进一步提高英语基本能力，而且能系统地掌握有关酒店专业的基本知识和服务技能，体现较强的专业实用价值。

在学生已有的英语基础上，继续培养较强的旅游接待服务的听说和自我表达能力。

同时涵盖了英语运用于服务业的各项主要功能，如核实资料、给客人指路、介绍餐饮、提供建议、向客人致歉、了解两种语言文化差异，等等。

同时，在教学中注意加强实践环节，核对学生基本技能的训练和培养，学以致用，以符合高等职业教育应用型人才的培养目标。

二、课程内容本课程根据行业企业发展需要和完成职业岗位实际工作任务所需要的知识、能力和素质要求，以及学生可持续发展的需要选取教学内容。

本课程选用由肖璇主编，世界图书出版社出版的《现代酒店英语实务教程》以及由李秀斌主编，世界图书出版社出版的《现代餐饮英语实务教程》为基本教材。

参考教材为：《朗文现代酒店业英语》，外语教学与研究出版社出版。

课程以饭店的各个主要部分来划分，分为四大讲，它们分别是：饭店前厅部、饭店客房部、饭店餐饮部、饭店康乐健身部、以及饭店其它部门的服务，其中每大讲下面又包含了几个章节，如饭店的前厅部就包括了前厅预定服务、前台接待服务、前台问讯服务、大堂副理服务、前台结账服务以及前厅礼宾服务等几个章节。

三、理论教学内容总学时：64学时（一）CONCLUSIONPart I: A Brief introduction to HotelsPart II: Hotel ServicesChapter 1 Front DeskUnit 1 About Front DeskUnit 2 Room ReservationUnit 3 ReceptionUnit 4 ComplaintUnit 5 Check-OutChapter 2 HousekeepingUnit 1 About HousekeepingUnit 2 Showing the RoomUnit 3 Cleaning the RoomUnit 4 Laundry ServiceUnit 5 Room ServiceUnit 6 Other Housekeeping ServicesUnit 7 EmergencyChapter 3 Other ServiceUnit 1 TelephoneUnit 2 At the Recreation Center（二）Business CenterUnit 1 Secretarial ServicesUnit 2 Taking OrdersUnit 3 Convention ServiceUnit 4 Ticket Service（三）Restaurant ServicePart I Basic Knowledge of Food & Beverage IndustryChapter 1 Brief Introduction of Food & Beverage IndustryChapter 2 Basic Knowledge of Food & Beverage IndustryPart II KitchenPart III Food & Beverage ServiceChapter 1 ReservationChapter 2 Greeting & FarewellChapter 3 Taking OrdersChapter 4 Beverage ServiceChapter 5 Serving at the DinnerChapter 6 Banquet ServiceChapter 7 Bar ServiceChapter 8 Setting the BillChapter 9 Handling ComplaintsPart IV Special Restaurants三、实践教学内容课内实践教学设计课内实践活动主要由课内模拟情景对话组成，实践教学时数为24学时。

Unit one room reservationWord referencethe Front Desk 前台the Reception 接待处peak season 旺季slack season 淡季earnest n. 定金notification n.通知，告知Sales Department 销售部confirmation n. 确认tendency n. 趋势，趋向convenience n. 方便，便利Room Reservation Department 客房预订部Words and expressionsreservation n. 预定receptionist n.接待员，传达员suite: n. 套房，随员occupancy n. 占有cancellation n. 取消Deluxe suites n. 豪华套房a double room 双人间reservation record 预定记录Sheraton Hotel 喜来登酒店A: Reservation. ___________?B: Y es. I’d like to book a room for my friends, the Browns.A: _____________________________?B: A double room with ________. _______________?A: 200 yuan a night. ____________________?B: 8 days.A: _______________ ?B: On Sunday this weekend, that is July 1st.A: __________________?B: Y es, it’s 87653216.A: 87653216, _______________?B: That’s right. Thank you.A: ____________________ .A: Reservation. Can I help you?B: Yes. I’d like to book a room for my friends, the Browns.A: What kind of room would you like?B: A double room with breakfast. What is the rate for that?A: 200 yuan a night. For how long?B: 8 days.A: When will you arrive?B: On Sunday this weekend, that is July 1st.A: May I know your phone number?B: Yes, it’s 87653216.A: 87653216, am I correct?B: That’s right. Thank you.A: Not at all. We are looking forward to serving you.1)我想预定两个豪华套间、五个双人间及十个单间。

饭店服务英语（共5则）第一篇：饭店服务英语饭店服务英语（上）复习提要一、复习范围1．《饭店服务英语》教材的第一、第二、第三（Part I , Part II , Part III）共三个部分，29个单元。

2．由省电大印发的教学大纲和期末复习指导材料。

3．日常英语口语练习，如谈天气、学校、家庭、旅游、爱好、工作、友谊、理想等等。

二、复习方式1．从语音开始，严格检查自己的语音、语调是否正确，在教师的指导下，逐个纠正错误的发音，达到基本通过“语音关”。

2．高声朗读所学课文。

先正确拼读每一个生词，熟练掌握所学短语、句型，在课文朗读中检查自己的语音、语调及朗读技巧，改正自己不正确的朗读习惯，使朗读能力达到正确、流畅。

3．熟悉教材每一部分的具体内容，可就每一单元进行分组练习，互相问答，达到熟练掌握教材内容的目的。

4．在掌握内容的基础上，进一步做到灵活运用。

可分组进行表演，各自扮演guest,doorman, housekeeper 或waiter, 在实践中检查运用所学内容的能力。

5．围绕考试题形，在教师指导下进行摸拟考试，找出不足之处，反复练习。

通过反复训练，不仅达到考试及格的目的，也为下一学期的口语学习打下基础。

三、复习要点Part 1 Courtesies第一部分礼貌用语第一单元：问侯用语。

包括打招呼、表示欢迎。

第二单元：介绍。

这一部分内容是西方人在介绍人们相互认识是通常的程序及方式。

第三单元：再见、告别。

包括对服务对象离开饭店时表示再度光临的固定用语。

第四单元：提出请求和对请求的答复。

这一部分以服务对象所用提出请求的用语为主，也包括服务员对此请求的答复。

第五单元：致谢和对别人致谢的答复。

第六单元：表示歉意。

在此单元内以对服务不周的致歉为主，也包括在别人致歉时的答复。

第七单元：问路。

包括问路和给别人指路的表达方法。

第八单元：询问时间和日期。

包括钟点、日期和预定票等用语。

Part 2 Front Desk Service第二部分总台服务第九单元：预订。

Unit1 The Reservation DepartmentLesson1 Individual Reservation(2) Plan教师：学科：饭店服务英语班级：1828班上课时间：2018年9月10日上午3、4节课时：2I. Teaching AimsKnowledge：Name different room types in EnglishAbility：1．Know how to reserve rooms for guests2．Know how to revise and cancel reservationAffective：II. 教学重点1、电话预定2、服务人员在预定过程中的引领作用III. 教学难点词汇的综合运用。

IV. 教学方法课堂讲授、课堂讨论、案例分析；多媒体教学：有文字、图片、音像、调查研究；启发式教学方法：课堂提问、引导学生思考；师生互动。

V. 教具课件、实物、图片VI. 教学过程1、告知（教学内容、目的）简述本次课教学内容：Individual reservation2、Leading- inSituational Dialogue : The Jason is planning a trip to Shanghai with his family next week. So he called Shangri-La Hotel and the reservation department answered the phone.3、Individual reservation①听录音，跟读对话②学习新的词汇和语句③两人一组对话练习VII.HomeworkP2-3 Role—playVIII.Reflection。

《饭店服务实用英语》PartⅠFront Office Service前厅服务?Unit1Room Reservation房间预订Key Words（重点词汇）Receptionist接待员Reserve预订Apartment公寓房间room rate房间价格convenient方便的book预订guarantee担保，保证requirement要求operator话务员Takemessage替……留言Leave message留言Outside line外线Dial tone拨号音Country code国家代码Areascode电话区号IDD(International Direct Dial)长途直拨电拨电话DDD(Domestic Direct Dial)国际长途直拨电话information office问讯处receptionoffice接待室hotel register旅客登记簿registration form登记表manager经理attendant服务员office clerk值班服务员waiter（餐厅）服务员waitress（餐厅）女服务员underyour name以您的名义，在您的名下Useful Expressions（实用表达）Offering Help1)What canI help you,please?2)May I help you,please?3)Is there something I can do for you,sir/Madam? Reservationrequirements1)Are thereany rooms available?2)I want/would like to reservea single room with bath and a fine view.3)I want/would like to reversea room for onenight.4)I want/would like to reservea room from5th April to9th April.Giving Information about Roomsand Room Rates1)Wehave many types of rooms,suchas…2)What kind of room do you want to reserve?3)What rate do you prefer?4)Wecan give/offer you30%off/30%discountat weekends.5)We will give/offer you20%off/20%discount for the group reservation.Accepting a Reservation1)For how long will you stay in our hotel?/How long will you be staying in our hotel?2)Westill haverooms available which meetyour requirements.3)In whosenamewill you reserve?4)I will confirm your reservationinformation.5)Welook forward to your arrival/coming/seeingyou soon.6)Weare expectingyour arrival.Refusinga reservation1)I am sorry.No rooms are available.2)Sorry,Miss Clinton.All the standardrooms havebeenfully booked on the day you plannedto come.3)I am sorry.All the standardrooms havebeenfully booked.What about suite rooms?Revising a Reservation1)Sorry,dueto…，I haveto cancelthe reservationmadein your hotel.2)I want/would like to revise/changemy reservationinformation.3)How would you like to revise/changeit?4)I want/would like to changethe reservationdate?Room types（房型）单人间：Single Room双人间：Double Room大床间：King Size&QueenSize Room标准间：StandardRoom标准间单人住：TSU(Twin for Sole Use)三人间：Triple Room四人间：Quad Room套间：Suite公寓：Apartment别墅：Villa按级别分：经济间Economic Room普通间StandardRoom高级间Superior Room豪华间Deluxe Room商务标间BusinessRoom行政标间Executive Room行政楼层Executive Floor不限房型Run of the House无烟标准间Non Smoking残疾人客房HandicappedRoom带厨房客房Room with Kitchen相邻房Adjoining Room按朝向分:朝街房Front View Room背街房RearView Room城景房City View Room园景房GardenView Room海景房SeaView Room湖景房Lake View RoomUnit2Check-in Service登记入住Key Words（重点词汇）?register['red?ist?]v.登记?passport['pɑ:sp?:t]n.护照?pay[pei]v.支付?check[t?ek]n.支票?receipt[ri'si:t]n.收据?sign[sain]v.签?bellboy['belb?i]n.行李员?luggage['l?gid?]n.行李?brochure['br?u??]n.小册子?deposit[di'p?zit]n.定金?departure[di'pɑ:t??]n.出发Useful Expressions（实用表达）?Greeting guestsand getting information about reservation?1)Good afternoon,sir.What canI do for you??2)Do you havea reservationwith our hotel??3)In whosenamewas the reservationmade??4)Wait a moment,please.I’ll checkour reservationrecordfor you.?5)Your reservation was made by phone and it is guaranteedby credit card.?Registering guests1)May I haveyour passportto fill out the registration form for you??2)Pleasesign your namehere,sir/madam.?Advanceinformation on payment?1)You needto pay a$1000deposit,sir/madam.?2)A$1000deposit is required to be paid in advance,sir/madam.?3)How would you like to pay(your deposit),sir/madam?In cash,bycredit card,or by check??4)Your check is unlimited,pleasesign your namehere,write down the nameof your company and the phone number of the finance department in your company.?5)Pleasekeepyour receipt for the check-out,sir/madam.Useful Expressions（实用表达）?Giving guestskey cards to rooms?1)Your key card and breakfast vouchers are all in this envelope,your room is0302.?2)The breakfasttime is from6:30a.mto10:00a.m.?3)Our bellboy will help you with your luggage and show you to your room.?Wishes?1)Hope you’ll enjoy your staywith us.?2)Wish you a wonderful time here.Unit3Other ServicesRegarding Reception Desk其它有关前台服务?Main Points（知识要点）?※Proceduresof extendingthe stay for a guest?延住服务程序?※Proceduresof changing the room for a guest?换房服务程序?※Proceduresof receiving visitors?接待访客服务程序Key Words（重点词汇）?extend[iks'tend]v.延伸?extension[iks'ten??n]n.延长?transfer[tr?ns'f?:]v.转移?signature['signit??]n.签名?attendant[?'tend?nt]n.服务员Useful expressions（实用表达）?Extending the stay?1)Thereis somechangein my plan.?2)I am wondering if I canextendthe stay??3)I needto stayherefor threemore days.?4)Please wait a minute,Mr.Green,I need to check the reservation recordsfirst.?5)Here are the extensionform anddeposit receipt.?6)You needto pay more asa depositfor extendingyour stay.?Changing the room1)There is something wrong with my bed,can I change to another room?2)Would you mind waiting for a minute,I’ll send someonethere rightaway for a check for you.3)Would you mind transferring to a standardroom on the5th floor?4)The room is similar to the one you arestaying in.s orry for the inconveniencecausedfor you.5)I’ｍ?Receivingvisitors?1)They areexpecting me in their rooms.?2)Would you pleasecompletethis visiting card??3)Pleaseshow the visiting card to the floor attendant?4)Have fun with your friends.Unit4ConciergeService礼宾服务Main Points（知识要点）?※The way to welcome and bid farewell to guests?迎客和送客方式?※Serviceof delivering luggagefor guests?为客人运送行李服务?※Showing gueststo rooms?引领服务?※Introducing facilities and servicesavailable in the hotel?介绍酒店设施和服务Key Words（重点词汇）?doorman['d?:m?n]n.门童?suitcase['sju:tkeis]n.手提箱?elevator['eliveit?]n.电梯?corridor['k?rid?:]n.走廊?carpet['kɑ:pit]n.地毯?rack[r?k]n.行李架?switch[swit?]n.开关?ceiling['si:li?]n.天花板?lamp[l?mp]n.台灯?wardrobe['w?:dr?ub]n.衣柜?hanger['h???]n.挂?laundry['l?:ndri]n.洗衣店，要洗的衣服?instruction[in'str?k??n]n.使用说明Useful Expressions（实用表达）?Greeting guests?1)Welcometo Friendship Hotel.?2)Do you haveany luggage??3)I’ll takecareof your suitcases,?4)This way,please.The receptiondesk is right ahead/over there. ?Helping guestswith their luggageand showing the way1)Shall I help you with your luggage?2)How many piecesof luggagehave you got/do you have？3)This way,please.We need to take the elevator to go to the3rd floor.?Introducing the room facilities and the hotel service1)Pleaseallow me to show you the room,sir.2)Here is the light switch,and this is the remote control for TV/air-conditioning.3)This is the brochure aboutour hotel services4)Do you want me to demonstratethe way of using it,sir??Bidding farewell1)Shall I arrangea taxi for you,sir?2)Here is your taxi,pleaseget in.3)Have a nice trip.Unit5总机服务opetator?Main Points（知识要点）?※Proceduresof wake-up calls?叫早服务程序?※Three ways of wake-up calls?三种叫早服务方式?※Answer inquiries about long distancecalls?解答关于长途电话咨询服务?※The way to takemassages for guests?留言服务Key Words（重点词汇）?operator['?p?reit?]n.操作员，话务员?wake[weik]v.叫醒，醒来?useful['ju:sful]a.有用的?Singapore[,si?g?'p?:]n.新加坡?assist[?'sist]v.协助?response[ris'p?ns]n.反应，响应?ensure[in'?u?]v.保证，担保Useful expressions（实用表达）?Wake-up calls?1)At what time??2)Pleasedial your new wake-up time.The computer will cancel the old time.?3)I’ll wake you up at6:30a.m.tomorrow morning by knocking on your door.?Phonecall?1)To which country,please??2)Would you like a pay call or a person-to-personcall??3)I’ll put you through.Pleasehold on.?4)May I have the areacodeandthe phone number??5)I’ｍafraid you got a wrong number.?6)Shall I connectyou with the international operator??Taking a message?1)I’ｍafraid there is no response.Can I take a message,please?Or you can call later.?2)I’ll passyour message to Mr.Green.3)Would you mind leaving your telephonenumber?Unit6Information Desk咨询台?Main Points（知识要点）?※The way to give directions?指路服务?※Provide shopping information?提供购物信息?※Answer inquiries about transportation?回答交通咨询Key Words（重点词汇）?appreciate[?'pri:?ieit]v.感激?hesitate['heziteit]v.犹豫，迟疑?post[p??st]n.柱子?vase[vɑ:z]n.花瓶?jewelry['d?u:?lri]n.珠宝?feature['fi:t??]n.特色?transportation[,tr?nsp?:'tei??n]n.运输，运输工具?consultation[,k?ns?l'tei??n]n.咨询?maximum['m?ksim?m]a.最高的，最大极限的Useful Expressions（实用表达）?Giving directions1)How will you comehere,madam?2)I’ll tell/show you the way to our hotel.3)I’ll tell/show you how to come here/get there.4)Drive straight along the road,turn left at the second traffic lights,you’ll seeour hotel on the right.5)Go straight and then take the left turn at the next corner,you’ll seeit just in front of you.?Shopping information?1)There area greatvariety of goodsthere.?2)There areso many you canchoosefrom.?Transportation information1)There are two busesgoing to the GreatWall every day.2)How long doesit take to get to the GreatWall？3)It usually takesyou two hours.4)Do you needusto book you tickets?Unit7Check out结帐服务?Main Points（知识要点）?※Proceduresof helping guestswith their foreign currencyexchange ?外币兑换服务程序?※Proceduresof providing check-out service?退房服务程序?※Waysof bidding farewell?送别方式Key Words（重点词汇）?memo['mem?u]n.备忘录?save[seiv]v.保存?refund[ri:'f?nd]v.偿还?handling['h?ndli?]n.处理?luggagehandling.行李寄存Useful Expressions（实用表达）?Foreign Currency Exchange?1)CanI exchangeforeign currency for RMB here??2)What kind of currencyhaveyou got??3)What’ｓt he exchangerate today??4)One hundred US dollars are equal to750yuan RMB at today's exchangerate.?5)How much would you like to exchange??6)How would you like your money??7)Pleasecheck them andkeepthe memo.8)What for??Check-out?1)I'm leaving today,would like to check out now.2)Your name,room number andyour key card,please?3)Did you consumeany thing in your room??4)We'll refund you$335,and hereis the receipt.5)Would you like me to contact the Concierge to help you with your luggage??6)Look forward to seeingyou again.?7)Have a nice trip.?8)Fly safe.1.假设你是上海金茂酒店的预订员简?接到了一位客户从大连打来的电话,他将一个人驾车来上海休闲旅游(leisure travel),要预订一间豪华单人间,并先用信用卡保证预订(credit card guaranteed reservation)?请你和你的同学模拟对话中的角色,准备对话,然后在班上进行口头表演?J:?Room Reservation.Can I help you?S:?Yes,I am calling from Dalian City.I will make a leisure travel to Shanghai next week.So I want to book a room at your hotel.wonderful.What datesdo you needthe room?/For which date/For when,please? J:?That’ｓS:?From September9th.J:?how long will you be staying?/For how many nights?S:?For two nights.J:?How many guests will there be in your party?S:?Just my wife and myself.J:?What type/kind of room would you prefer?A single or a double?S:?A single,please.J:?Could you hold the line,please.I’ll check the list…Thank you for waiting,sir.We have a single room at RMB150and another at RMB180.Which one would you prefer?S:?I’ｄl ike to take the RMB180.J:?May I have a credit card to guaranteethis booking/Do you wish to guarantee the room? S:?Yes,I need to.J:?Will that be your credit card or will you pay in advance?S:?My credit card,please.J:?May I know the type of card and the number?Visa.The card number is4635111033345566,expiration date is Dec.10th,2010. S:?Yes,it’ｓAnd my name is Stephen Nobel.J:?Thanks.Mr.Nobel.Let me just confirm your booking.One single room from September9th to September,in name of Mr.Stephen Nobel.The rate for the room is RMB180 per night.This is a guaranteed to your Visa Card.Your credit number is4635111033345566. Am I correct?correct.Thank you for your help.Goodbye.S:?Yes,that’ｓJ:?Goodbye.We are always at your service.2.假如你是一家电器公司的经理,你们公司打算在12月22日在北京举办庆祝公司成立十周年的会议,会后打算下榻上海金茂酒店,先致电金茂酒店预订部,要求订50间标准双人房,10间豪华双人房,2间套房,时间从12月22日至25日,共4天?请你和你的同学模拟对话中的角色,准备对话,然后在班上进行口头表演?J:?Good morning.Reservations,Janespeaking.May I help you?S:Good morning.This is Stephen Nobel from Dalian Electrical Company.Our company is going to give an anniversary in Beijing on December22nd.Pleasereserve50standard double room,10deluxe double room,2suites.J:?For when,please?S:?Four nights.From December22nd through December25th.J:?Please hold the line one moment.I see your company has an arrangement with this hotel for all types of room.We will give you adiscount at30%.S:?OK.That’ll be fine.J:?What time will you be arriving?S:?We will arrive at2,00p.m.on December22nd.J:?OK.We will make a perfect arrangement for your company.S:?Thank you very much.Seeyou.J:?Goodbye.6.行李员杰克正在帮一位女顾客搬运行李,陪着她把行李拿到房间,并向她介绍客房内的设施?请你和你的同学准备该对话,并在班上表演?J:Excuse me,madam.I’ｍthe bellman.Do you needany help?M:Yes.Can you show me where to deposit my valuable?J:Sure.This way,please.The cashier desk is just over there.(The cashier is helping the guest with the deposit of valuable.)M:Pleasekeep the receipt.Now shall I escort you to your room with your baggage?it?J:Your room is on the fifth floor,isn’ｔright.M:Yes.that’ｓJ:This way to the elevator,please.Let me take your suitcase.M:Good.It is facing a beautiful garden.J:Can I put the suitcase here,madam?M:Thank you.May I ask where the dining hall is?J:We have two dinning halls on the third floor and the ninth floor respectively.The former servesChinese food,and the latter western-styled cooking.M:Good.Pretty convenient.Thank you for the information.J:You are welcome,sir.I hope you’ll enjoy your stay here.。

Chapter One Reception DeskReception DeskReception Desk, also called Front Desk, is the main part of the restaurant. It is the place where the guests check in and out.The basic skills receptionists must grasp are the following:1. Greeting the guest2. Asking the guest to do things3. Telling the guest where their room is Reception Desk1.Welcome the new comersThe terms1. Reservation2. a ( standard, superior or deluxe) single; a twin3. registration card4. key card5. faxed conformation6.formality(手续)7. payment by cash; by credit card; with traveler’s checks; by VISA8. arrival date departure date 9. Reception Manager 10.Reception Superior11. Senior Receptionist/shift leader 12. ReceptionistSituational Conversation IMr.Yo shimuri: Hello. I’m Mr.Yoshimuri.i’ve just arrived from Osaka .Receptionist: Good morning, sir. Do you have a reservation, please?Mr.Yoshimuri: Yes, I made a reservation from Japan.Receptionist: Could you tell me your name please, sir ?Mr.Yoshimuri: Yoshimuri.Receptionist: Could you spell that please, sir?Mr.Yoshimuri: yes. It’s Y-O-S-H-I-M-U-R-I. Yoshimuri.Receptionist: Thank you,Mr.Yoshimuri. yes, we have your reservation. You’ve reserved a single deluxe room with sea view, haven’t you?Mr.Yos himuri: Yes, that’s right.Receptionist: How long will you be staying, Mr.Yoshimuri ?Mr.Yoshimuri: For four nights.Receptionist: I see. Thank you, And how will you be paying, please?Mr.Yoshimuri: By Visa. Is that OK?Receptionist: Yes, that’s fine. Plea se fill in this registration card, while I prepare your key card .Mr.Yoshimuri: Yes, certainly.Situational Conversation IMr. Yoshimuri: There you are .Receptionist: Thank you, Mr. Yoshimuri. You’ll be in room 401 on the fourth floor. Here’s your key.Mr. Yoshimuri: ThanksReceptionist: And this is your key card. Please don’t forget to carry it at all times as proof that you are staying here. If you need to change money, they’ll need to see it .Mr. Yoshimuri: OK.Receptionist: Would you like a porter?Mr Yoshimuri: Yes , please .Situational Conversation IIReceptionist: Good afternoon, Mr Banks. It’s nice to have you staying with us again.Mr Banks: Thank you. It’s nice to be back in Hong Kong, even if I am onlystaying two days.Receptionist: How was your flight from Los Angeles ?Mr Banks: Fine, but I could do with a rest.Receptionist: Well, there are just a couple of formalities. How would you like to pay, Mr.Banks？Mr Banks: With US dollar traveler’s cheques , I think.Receptionist: Fine, now, could you please fill in this registration card?Mr Banks: Sure, no problemMr. Banks: Here you go.Receptionist: Thank you, Mr. Banks. You’re in room 1212 on the twelfth floor, your usual room. This is your key and here’s your key card.Mr. Banks: Thank you.Receptionist: Please remember to carry your key card at all times. You’ll need it if you want to change money or charge food and drinks to your room.Mr. Banks: Sure .Receptionist: Do you need a porter, Mr. Banks?Mr. Banks: No, that won’t be necessary. I only have this bag.Receptionist: Have a good rest, Mr. Banks.Mr. Banks: thanks very much.Situational Conversation IIIMrs Yuan: Good evening. My name is Yuan. I’ve just arrived from Singapore.My office made a reservation.Receptionist: Welcome to Hong Kong, Mrs. Yuan.Mrs Yuan: Thank you.Receptionist: Now let me see …Mm. I’m afraid there seems to have been a mistake. Are you traveling with your family?Mrs Yuan: No, I’m here on business.Receptionist: I see, so you don’t require a family suite, do you?Mrs Yuan: No, of course not. My secretary booked a deluxe single.Receptionist: I see. well, I really must apologies for the mistake. Do you have a onfirmation of your reservation?Mrs Yuan: Yes, just one moment. Yes, here it is –“one deluxe single room”, forone week.That’s until the 13th.Receptionist: Mm, yes. I see. Well, could you please complete this registrationcard whileI find out if there are any deluxe single rooms still available?Mrs Yuan: Very well, but this really is not my fault…Mrs. Yuan: ThereReceptionist: Thank you, Mrs. Yuan. I’ve checked the reservation situation and we do have a deluxe single room available.Mrs Yuan: goodReceptionist: Your room’s on the third floor, room 315. Here’s your key and key card. Mrs Yuan: thank you.Receptionist: Oh, by the way, Mrs. Yuan, please keep the key card with you at all times.You will need to show it from time to time.Mrs Yuan: OkReceptionist: Do you need a porter, Mrs. Yuan?Mrs Yuan: Yes, please. I’ve got all this baggage.2.Fill in the REGISTRATION or REGISTRATION CARDREGISTRATIONMr/ Mrs/ Miss _________ ____________ _____________Surname(姓) First name（名）Initials（姓名的首字母）Arrival Date ______________ Time _____________Department Date __________________________________From __________________ to _______________________Passport no.______________________________________Nationality ___________________Home Address ________________________________________Date of Birth ____________________No. of persons ____________Form of Payment Cash/ Credit Card/ TC/ Company CCGuest Signature ________________________Chapter Two Reservation DeskSituational conversation IReservations: Good morning. Royal Thai Hotel . Reservations.Caller: Good morning. I’d like to reserve a room next Tuesday. That’s the 14th of March. Reservations: Certainly, sir. How many nights will you need the room?Caller: Three nights. I’m booking the room on behalf of a business client who is arriving in Bangkok on Tuesday.Reservations: I see .What type of room does your client need ?Caller: A twinReservations: Is that a superior twin or a deluxe twin?Caller: What’s the difference i n price?Reservations: The superior twin is 2700 baht a night and the deluxe twin is 3400 baht a night . Both include buffet breakfast.Caller: I think I’ll take the deluxe twin, please.Situational conversation IIReservations: Good morning. Royal Thai Hotel . Reservations.Caller: Good morning. I’d like to reserve a room next Tuesday. That’s the 14th of March. Reservations: Certainly, sir. How many nights will you need the room?Caller: Three nights. I’m booking the room on behalf of a business client who is arriving in Bangkok on Tuesday.Reservations: I see. What type of room does your client need?Caller: A twinReservations: Is that a superior twin or a deluxe twin?Caller: What’s the difference in price?Reservations: The superior twin is 2700 baht a night and the deluxe twin is 3400 baht a night. Both include buffet breakfast.Caller: I think I’ll take the deluxe twin, please.Reservations: May I have your name, please?Caller: Sure. My name’s Goldfeld, Tony Goldfeld.Reservations: Could you spell that please, sir?Caller: G-O-L-D-F-E-L-D . Goldfeld , initial AReservations: And may I have the name of the guest, please?Caller: Mm, It’s Elizabeth Beaulieu-that’s B-E-A-U-L-I-E-U.Beaulieu. Reservations: Thank you, sir. And may I have your telephone number, sir?Caller: Sure .It’s 324-8901Reservations: Thank you. Let me just confirm the details of your reservation, sir. You have reserved a deluxe twin at 3400 baht a night for three nights from Tuesday for Ms Elizabeth Beaulieu. That price includes buffet breakfast , but does not include 10% government tax. Your telephone number is 324-8901 .Is that correct?Caller: Yes, that’s correct.Reservations: Thank you for your reservation , Mr Goldfeld.Caller: Thank you, goodbye.Reservations: goodbye, Mr Goldfeld.Situational conversation IIReservations: Good afternoon. Kyoto Plaza Hotel. Reservations. Can I help you ? Caller: Good afternoon. I ’d like to make a reservation, please.Reservations: Certainly, sir. When would you like the room?Caller: From the morning of Friday the twenty-third for five nights, please. Reservations: How many people is that for, sir?Caller: Just me, I’ll be arriving in Kyoto from Sapporo on Friday morning .Situational conversation IIReservations: What type of room do you require , sir ?Caller: A single, please.Reservations: Would you prefer a deluxe or standard room ,sir?Caller: What’s the difference in price?Reservations: The deluxe room costs 23,000 yen per night ,and the standard room costs 18,000 yen per night ,including taxCaller: I’ll take the standard room, I thinkSituational conversation IIReservations: Good afternoon. Kyoto Plaza Hotel. Reservations. Can I help you ? Caller: Good afternoon. I ’d like to make a reservation, please.Reservations: Certainly, sir. When would you like the room?Caller: From the morning of Friday the twenty-third for five nights, please. Reservations: How many people is that for, sir?Caller: Just me, I’ll be arriving in Kyoto from Sapporo on Friday morning . Reservations: What type of room do you require , sir ?Caller: A single, please.Reservations: Would you prefer a deluxe or standard room ,sir?Caller: What’s the difference in price?Reservations: The deluxe room costs 23,000 yen per night ,and the standard room costs 18,000 yen per night ,including taxCaller: I’ll take the standard room , I thinkReservations: Can you tell me your name, please?Caller: yes, my name is Peter Chandaraga.Reservations: I ’m sorry, sir. Could you repeat your name , please?Caller: Yes, it’s Peter ChandaragaReservations: Is that C-H-A-N-D-A-R-A-G-ACaller: Yes, that’s rightReservations: Can I just confirm those details then . Mr Chandaraga ? You require a standard single room form Friday the twenty-third to Tuesday the twenty-seventh inclusive . The cost is 18,000 yen per night . including tax.Caller: Yes , that’s correct.Reservations: Thank you very much, sir. I have made the reservation for you .Caller: Thank you. See you on Friday morning . What time can I check in? Reservations: Any time from 11:00 in the morning, sirCaller: Oh that’s fine. Thank you for your help.Reservations: Thank you, Mr Chandaraga. GoodbyeCaller: Goodbye.Situational conversation IIIReservations: Garden Hotel Reservations. How can I help you ?Guest: Oh, er, is this the Garden Hotel?Reservations: Yes . Can I help you?Guest: Oh, I ’m just phoning to find out a little about your hotel. I ’mcurrently at the Palm Sands, and, to tell you the truth, I ’m not very happy with the hotel.Reservations: I ’m sorry to hear th at, sir. What would you like to know ?Guest: Well, for a start, where exactly is the hotel? Is it on Hong KongIsland ?Reservations: No, it’s in the centre of Kowloon, a little to the west of theold Kai Tak Airport. In fact, it’s in an excellent location because it’svery central and very convenient for shopping. And it’s only about10 minutes by taxi from the commercial centre of Tsim Sha Tsui .Guest: I see, thank you very much.Situational Conversation IV (Location)Reservations: Good morning, Jade Palace Hotel. How may I help you ?Guest: Good morning. I’ve just arrived in Hong Kong, and I have anappointment to see your Front Office Manager at midday on Monday. Reservations: YesGuest: But I ’m afraid I don’t know exactly where the hotel is .Reservations: I see. Well, the Jade Palace Hotel is on Hong KongIsland, in the centre of the business district. Central, directlyopposite Tsim Sha Tsui, and about 5 minutes on foot from theStar Ferry .Guest: Ah, so it’s right in the centre. Thank you very much, I …The Map of Hongkong’s HotelSituational conversation V (location)Reservations: Good afternoon, Park Royal Hotel.Reservations. Can I help you?Guest: Yes, I hope so. I need to know whereaboutsthe hotel is. I’ve got to make a delivery laterthis afternoon. Can you tell me roughly wherethe hotel is ?Reservations: Yes, certainly, sir. We are in the New Territories to the north of the Lion Rock, in Shatin.Guest: Thanks. How long does it take to get to the hotel form Kowloon? Reservations: Not very long at all- it’s about a 20minute train ride on the KCR .Guest: Thanks very much.Hotel’s FacilitiesSituational conversation VIReservations: Garden Hotel. Reservations. Can I help you?Guest: Yes, I ’m thinking about staying at the Garden when I ’m next in Hong Kong .Could you tell me something about the facilities?Reservations: Certainly, sir. There’s a full range of top-class restaurants and bars, of course.Guest: Ugh huh.Reservations: And a night club.Guest: Yes, well, I won’t be there on holiday, I’m afraid, It’ll be work. Reservations: I see, well, you’ll certainly be interested in our business centre then ,sir.Guest: Do you have conference facilities?Reservations: No, we don’t, I ’afraid, sir, but there are many conference sites very close to the hotel.Guest: Mm. What about a health centre, Is there a multi-gym?Reservations: Oh yes, sir, we have a comprehensive health centre with sauna.Guest: Good. I presume you have a swimming pool?Reservations: Er…no, I ’m afraid there’s no swimming pool yet, sir. It’s being built at the moment .Guest: I see. Well, I think that’s about it. Thanks very much for the in formation. I ’be in touch.Situational conversation VIIReservations: Jada Palace Hotel. Reservations. How can I help you?Guest: Hello. Could you give me some information about the facilities your hotel can offer,please?Reservations: Of course, madam. Is it for business or pleasure?Guest: Pleasure.Reservations: I see. Well, we have extensive fitness and beauty facilities, including a health centre and sauna and a beauty salon. There is also a full-sizeswimming pool, and tennis and squash courts as well.Guest: I see, well, I ’m not really a health fanatic. What types of restaurant are there? Reservations: We have Japanese, Italian, French and Thai restaurants, as well as Chinese, of course. there is also a coffee shop and a number of bars , including aGerman beer cellar.Guest: OK. What about disabled facilities? You see, my husband’s in a wheelchair.Reservations: Er, what do you mean?Guest: Well, do you have ramps as well as stairs? In some hotels, my husband has real problems.Reservations: Mm. yes, I understand, madam, but I ’m afraid there are no special facilities for disabled guests.Guest: Oh, I see. Well, it is quite important to us … Look, I ’ll have a think about it and ring you back .Reservations: Certainly madam. Thank you for calling.Chapter 3 Guest ServicesGuest Services Section is one of the main parts of the front hall, which consists of the guest service staff. It is the common phenomenon in modern hotels.The basic skills for the staff:1. Showing guests around their room2. Helping guests get around the hotel3.Offering advice about what guests can do and see1. Showing guests around their roomBellboy: Is this your first visit to Hong Kong, Mr. Clark?Guest: Yes …Bellboy: Here we are, sir. Room 208. This is you room, sir. Shall I open the blinds, sir? Guest: Yes, please.Bellboy: I’ll put your suitcase here on the suitcase stand, sir.Guest: Thank you.Bellboy: There is a documentation folder on the table containing a room service menu and information about other hotel se rvices. There’s also some hotel stationery inside , and “what’s on ” guide to Hong Kong.Guest: Mm. Thank you.Bellboy: Over here is the bed –head console. It has three buttons. The one on the left is to control the TV, the one in the middle is for the radio, and the one on the right is for the lights .Guest: I see, Is there a fridge?Bellboy: Yes, there’s a small fridge under the minibar which is next to the TV.Guest: Thanks.Bellboy: In the bathroom over the sink there’s a shaver point, and on the side of the door there’s a bottle opener.Guest: Thank you , That’s most helpfulBellboy: You’re welcome , sir , GoodbyeGuest: Goodbye2. Helping guests get around the hotelGuest: Excuse me, could you tell me where the Coffee Shop is, please?GR Officer: Certainly, sir. Go straight across the lobby and the coffee shop is next to the lift on the left. You can’t miss it .Guest: Thank you. What about the restaurant? Where’s that?GR Officer: The Skylight Restaurant, sir ?Guest: Yes .GR Officer: Ah, the Skyli ght Restaurant’s on the third floor. Turn left out of the lift and it’s at the end of the corridorGuest: Thank you very much.GR Officer: You’re welcome, sir.2. Helping guests get around the hotelGuest: Excuse me .GR Officer: Yes, madam. Can I help you?Guest: Yes. Can you tell me how to get to the Health Centre, please?GR Officer: Of course, madam. Take the lift to the third floor. Go straight ahead out of the lift and the Health Centre’s on your right.Guest: Thank you, and can you tell me where the Beauty Salon is,please?GR Officer: Yes. The Beauty Salon’s on the second floor. Turn left out of the lift and it’s at the end of the corridor.Guest: Thank youG R Officer: You’re welcome, madam2. Helping guests get around the hotelConversation OneGuest: Excuse me .GR Officer: Yes, sir? Can I help you?Guest: yes, where’s the Tour Desk, please? I know it’s in the lobby somewhere, but I can’t find it.GR Officer: The Tour Desk, sir ? It’s just over there next to the stair, sir.Guest: Ah, thank you, I didn’t see it there.GR Officer: You’re welcome, sir.Conversation TwoGR Officer: Good morning , Mr Matin .How are you this morning ?Guest: Fine, thanksGR Officer: Do you have anything planned for today?Guest: Nothing particular .Can you recommend something?GR Officer: Certainly , sir , What do you like doing?Guest: Well , I like shopping . I also like trying new food.GR Officer: In that case , I’m sure you’d enjoy the Landmark . It’s a great place for shopping.Guest: Ugh Huh…GR Officer: Do you like visiting places of historical interest?Guest: Mm. Sometimes. What sort of places?GR Officer: Well, you could go to the Museum of Teaware, Which is in Hong Kong Park.I’m sure you’d enjoy it. It’s very peaceful and it’s not that far from theLandmark.G uest: Mm, it’s an idea.GR Officer: Or, if you want a really quiet day, why don’t you go to the beach? You could take the ferry to one of the outlying islands.Guest: No, I really don’t like sitting on the beach. I want to actually do something.Maybe the Landmark for some shopping and then Hong Kong Park and the Museum of Teaware. What about in the evening ?GR Officer: Well, if you like eating, sir, there are some good small restaurants around Lan Kwai Fong.Guest: OK, Lan Kwai Fong. That sounds fine. Tell me, is the Landmark far from here? GR Officer: Not Particularly. About a 15 minute taxi ride from the hotel.Guest: I see. Thanks very much. You’ve been most helpful.GR Officer: You’re welcome, sir, Have a pleasant day.Chapter Four Telephone DeskUsi ng “ telephone language”Telephonist: Pacific Oriental Hotel. Can I help you?Caller: Yes, can you put me through to one of your guests, please?Telephonist: Certainly, sir. What is the guest’s name, please?Caller: Anthony GibsonTelephonist: And could you tell me his room number, please?Caller: Room 1516, I think. He arrived yesterday from Rome .Telephonist: Ah, yes. Could you wait a moment while I put you through?... Telephonist: You’re through , sirCaller: Thanks… Tony, is that you?Using “ telephone language”Telephonist: Pacific Oriental Hotel. Can I help you?Caller: Yes, can you put me through to Mr Stephen Patterson in room 1208? Telephonist: Certainly, sir. Could you wait a moment while I put you through?. Telephonist: Hello, sir. I’m afraid there’s no response. Would you like to leave a message for him?Caller: Thank you. Yes, could you tell him that Dr Wang rang? My number is 26986175 Telephonist: Dr Wang .26986175. I’ll pass your message to Mr Patterson, sir, Thank you very much.Using “ telephone language”Telephonist: Pacific Oriental Hotel. Can I help you?Caller: Yes, can you put me through to one of your guests, please?Telephonist: Certainly, madam. What is the guest’s name , please?Caller: Janet Smith. She’s in room 405Telephonist: T hank you …Telephonist: Hello, madam. I ’m afraid there’s no response. Would you like to give me your telephone number so she can ring you back?Caller: Yes, please. Could you tell her that Mrs. Hamzah rang? That’s H-A-M-Z-A-H .From the Islamic University in Kuala Lumpur. She has my number.Telephonist: Thank you, Mrs. Hamzah. I’ll pass your message to Ms Smith.Thank you.Using “ telephone language”Telephonist: Parkside Hotel. Can I help you?Caller: Could I speak to Mr. Chen in your Maintenance Section, please? Telephonist: Who shall I say is calling, please?Caller: Mr. Singh. That’s S-I-N-G-H. It’s about the rewiring of the alarm. Telephonist: Could you hold on for one minute, please, Mr. Singh? I’ll putyou through.Caller: Thank you…Telephonist: Hello, Mr. Singh? I ’m afraid Mr. Chen is in a meeting at themoment. Can I take a message, please?Caller: Yes, could you ask him to ring me back as soon as possible?Telephonist: Of course, Mr. Singh. Could you give me your number, please?Caller: It’s 2360215Telephonist: 2360215. Thank you. Mr. Singh. I’ll ask Mr. Chen to return your.call when he comes in.Caller: Thank you. Goodbye.Telephonist: Goodbye. Mr. SinghUsing “ telephone language”Telephonist: Parkside Hotel. Can I help you ?Caller: Yes. Can you put me through to Mrs. Liu, please?Telephonist: Is she a guest at the hotel, sir?Caller: Yes.Telephonist: Can you tell me her room number, please?Caller: Mm. I think she’s in room 213.Telephonist: Ah, yes, Mrs. Liu. Just o ne moment, please…Caller: Hello, sir. I ’m afraid there’s no response. Would you like to leave a message for her ?Telephonist: Yes, please. Just tell her I ’m going to call by this evening at about 9:30. Caller: Can I have your name, please, sir?Telepho nist: Yes. It’s Faulkuer, Peter Faulkner. F-A-U-L-K-N-E-RCaller: Would you like to give me your telephone number so she can ring you back if necessary?Telephonist: Yes. Good idea. My number is 26992456Caller: 26992456. Thank you, sir. I’ll make sure she gets the message.Telephonist: Thank you very much, Goodbye.Caller: Goodbye sir.Confirming a BookingTelephonist: South Bay Hotel. Can I help you?Caller: Yes. I’d like to book a table at the Harbour View Restaurant.Telephonist: Certainly, sir. When would you like the booking, and for howmany people?Caller: It’s for four people on Tuesday the Twelfth.Telephonist: Tuesday the twelfth for four people? Certainly, sir. What’s your name, please?Caller: SzetoTelephonist: Mr. Szeto. Thank you, sir. And what time is it for, Mr. Szeto?Caller: At 9 o’clockTelephonist: So that’s a table for at nine o’clock on Tuesday the twelfth inthe name of SzetoCaller: Yes, that’s correct.Telephonist: Thank you very much, Mr. SzetoCaller: Thank you, Good bye.Telephonist: Goodbye.Confirming a BookingTelephonist: South Bay Hotel. Can I help you?Caller: Yes. Could I make a booking at the Harbour View Restaurant?Telephonist: Certainly, madam. How many people is it for, and when will you be coming ?Caller: It’s for myself and my husband – on Friday the twenty – third .Telephonist: So that’s two people on Friday the twenty- third? In what name, please? Caller: LiangTelephonist: Mrs. Liang. Thank you. madam. And what time is it for, Mrs. Liang? Caller: 7:30Telephonist: Let me just confirm. That’s a tabl e for two at 7:30 on Friday the twenty-third in the name of LiangCaller: Yes, that’s correct.Telephonist: LiangCaller: Thank you very much, Mrs LiangTelephonist: Thank you. GoodbyeCaller: Goodbye。

Unit 1Lesson 1Look and Learn1.Standard room2.Single room3.Presidential suite4.Triple room5.Rollaway bed6.Honeymoon suiteDialogueA.1.The reduction of household expenses is necessary.2.Many travelers enjoy walking on the bund at night.3.Today, my brother e-mails his pictures to me.4.Life is a single journey. We are on the road.B.1. Jason is in New York now.2. The room costs 4,250 yuan per night and Mr. Mraz will stay a week.3. There is no discount for children because it is the peak season now. ReadingA.1. reputation2. economy3. vacation4. commercial5. hubB.1. No2. Yes.3. Yes.Lesson 2Look and Learn1.Tariff2.Key card3.Travel agencyDialogueA.1. If you bear with me a little longer, I will answer your question.2. His duty is to fill out the operation records every day.3. This group consists of 10 members.4. A 10 % service charge is added.B.1. No.2. Yes.3. No.4. Yes.ReadingA.1. avoid2. destination3. accommodation4. siteB.1. 床铺外滩2. 考虑体贴3. 青年旅社饭店4. 保证确信Lesson3Look and Learn1.Payment2.V oucher3.Credit cardDialogueA．1．The jar contains 10 glasses of water.2. Would you mind switching the television to channel 8?3. Tickets are available free of charge from the school.4. I wonder if you can help me.B.1. Single rooms left on the second floor and sixth floor. Jenny preferred the room on the second floor.2. Jenny guaranteed the reservation because it is the busiest season now.3. The expiration date of Jenny’s credit card is October, 2015ReadingA.1. 保证使。

Front desk english前台英语Check-out离店退房G: guest（客人）R: receptionist（前台接待员）R: Good morning/afternoon/evening sir/madam, How may I assist you?早上/下午/晚上好，先生/女士，请问有什么可以帮到您？G: Good morning/afternoon/evening. I want to check-out.早上/下午/晚上好，我想要退房。

R: may I have you room number?请问您的房间号码是多少？G: 608.……Check the computer with guest room number and name……根据电脑登记核实客人房号和姓名R: The room 608 Mr, PETER LEE, right?.608房间，李彼得先生是吗？。

G: Right是的。

……Call to the housekeeping inform which room is check-out.……电话通知客房部XXX房间退房R: Mr, lee ,please return the room key to us. (if guest haven’t retur n the room key)李先生请还一下您的房卡。

（如果客人没有主动将房卡还回）G: Oh, sorry, I forget it. Here you are.哦，抱歉我忘了,给你。

R:Thank you Mr., lee. (take back the room key with two hands.) Did you used the mini-bar?谢谢您李先生。

（双手接过客人还回的房卡）请问您用过房间小酒吧的物品吗？G:No, nothing没有，什么都没有用过。

…When we waitting the room check we can talk with guest about: …当我们等待查房的时候可以和客人进行如下谈话。