酒店服务英语中级.doc

精品文档INTERMEDIATE中 级ENGLISH FOR HOTEL SERVICE 酒店服务英语二零一三年.Unit 1 What Kind of Room Would You Prefer?第一单元 您要哪种类型的房间？Useful Sentences 常用句型1. How long do you plan to stay, sir?2. What kind of room would you prefer, sir?3. You should pay a deposit of RMB 1000 yuan . 4. How would you like t change, Mr. Peter Smith?5. Im afraid our hotel is fully booked for that day.6. I will put you on our waiting list and call you if there is a cancellation.Part I Dialogues常见会话 Dialogue 1:Personal Reservation 个人预订 Staff: Good morning，Reservations，Mary speaking. How may I help you? Guest: Good morning. Id like to book a room in your hotel. Staff: When is that for, please? Guest: Three nights. Staff: What kind of room would you prefer, sir? Guest: A standard single room, please. Staff: May I have your name, sir? Guest: James Blake, B-L-A-K-E. Staff: Mr. Blake, a standard single room, check-in date February 3rd, staying for three nights. Is that right? Guest: Exactly. Staff: Thank you for your reservation, Mr. Blake. We are looking forward to seeing you. Good-bye! Guest: Good-bye! Questions: 1) How long will the guest stay in the hotel? 2) What type of room does the guest want?Dialogue 2 :Group Reservation团队预订Staff: Good morning，Reservations，How may I help you?Guest: Good morning. I am Peter Smith from summit International Ltd. Id like to book 10 double rooms.Staff: For when, please?Guest: From January 4th to 9th，five days in all.Staff: Just a moment, please. (The staff checks the list) Sorry to have kept you waiting, sir. We can confirm 10 double rooms for five days for you.Guest: Whats the rate of it?Staff: RMB 998 per night.Guest: By the way, is there any discount for group reservation?Staff: Yes, there is a 10 percent discount.Guest: Thats great! I confirm the booking now.Staff: All right! 10 double rooms for Mr. Peter Smith, from January 4th to 9th .Is that all right?Guest: Right.Staff: Mr. Peter Smith, you have to pay a deposit of RMB 1000yuan.Guest: No problem. Here you are. Staff: Please keep this receipt. Thank you for your reservations. Good-bye!Guest: Good-bye!Questions: 1) How many rooms does the guest want? 2) Is there any discount for group reservation?Dialogue 3: Revising a Reservation 预订变更Staff: Good morning, Room Reservations, Mary speaking. How may I help you?Guest: Good morning. I am calling to revise the reservation we made the day before yesterday.Staff: Would you please tell me who made the reservation?Guest: Peter Smith from Summit International Ltd.Staff: Hold a moment, pleaseYes, I see it. How would you like to change, Mr. Peter Smith?Guest: Id like to cancel 2 double rooms.Staff: Certainly, what else, sir?Guest: Id like to have superior doubles instead of standard doubles, if possible.Staff: One moment, please. Yes, superior doubles are available. Ill change the doubles for you.Guest: Thank you.Staff: My pleasure. Is there anything else I can do for you , Mr. Peter Smith?Guest: No, so far so good.Staff: Let me confirm the details with you. Youve reserved 8 superior double rooms for five nights, from January4th to 9th, in the name of Peter Smith. Is that all right?Guest: Exactly, thank you very much!Staff: Im always at your service.Questions: 1) What changes does the guest want to make? 2) How many rooms does the guest reserve at last?Dialogue 4: Put the Guest on Our Waiting List 超额预订Staff: Good morning. Room Reservations. Mary speaking. How may I help you?Guest: Good morning. Id like to reserve 2 double rooms.Staff: Which date, please?Guest: February 14th, for one night.Staff: Hold one moment, please, sir. (The staff checks the list) Sorry to have kept you waiting, sir. Im afraid our hotel is fully booked for that day.Guest: Oh, thats too bad.Staff: I will put you on our waiting list and call you if there is a cancellation.Guest: I really appreciate your help. Good-bye.Staff: Thank you for your calling us. Good-bye.Questions: 1) What is the problem when the guest wants to make a reservation? 2) What has the staff done for the guest? Part Vocabulary单词与短语reservation n . 预订prefer v. 喜欢standard adj . 标准的single adj. 单人的check-in 入住look forward to sth /doing sth 期待group reservation 团队预订confirm v. 确认discount n. 折扣deposit n. 押金receipt n. 收据 revise v. 修改superior adj. 高档的if possible 如果可能的话 available adj. 可以获得的upgrade v. 升级so far so good 到目前为止就这些in the name of 以的名义at your service 乐意为您服务fully adv. 完全地cancellation n. 取消课后练习 （1）听录音完成下列对话Dialogue 1Staff: Good morning ,reservations ,Mary speaking ?Guest: Good morning ,Id like to book .Staff: For which dates ,please ?Guest: Dialogue 2Staff: Sorry to have kept you waiting . Guest: Thank you very much . ?Staff: Yes , Guest: Thats great !Dialogue3Staff: . I see it .How would you like to change ?Guest: ,if possible.Staff: I will upgrade it for you .Guest: Thank you very much.Dialogue4Staff: Let me have a check of the list. .Guest: Thats too bad !Staff: ?Guest: I really appreciate your help.(2) 听对话回答下列问题 What kind of room does the guest want ? Whats the rate of the room ? Whats the check-in date ? How many nights will the guest stay in the hotel ?Unit 2 Would You Please Fill out This Registration Form?第二单元 请您填写入住登记表。Useful Sentences 常用句型1. Do you have a reservation? 2. Would you like me to recommend another hotel for you, sir?3. May I have a look at your passport, please?4. Would you please fill out this registration form?5. The bellman will show you there in a minute.6. I wish you enjoy your stay with us!Part I Dialogues 常见会话Dialogue 1:Receiving a Guest with a Reservation 有预定的客人入住Staff: Good morning. Welcome to Sunshine Hotel. How may I help you? Guest: Good morning. Id like to check in.Staff: Do you have a reservation, sir?Guest: Yes, I reserved 2 days ago.Staff: May I have your name?Guest: John Brown.Staff: Just a moment, please, Mr. Brown. I will check our reservation record. (After a while) Thank you for your waiting, Mr. Brown. You have reserved a single room from June 5th to 8t. Is that all right?Guest: Exactly!Staff: Would you please fill out this registration form, Mr. Brown?Guest: Fine. (Fill in the form) Is that OK?Staff: Yes, may I have a look at your passport, Mr. Brown? Guest: Here you are!Staff: Thank you very much, Mr. Brown. Your room is 2919,the bellman will show you there in a minute. I wish you enjoy your stay with us!Guest: Thank you!Staff: We are always at your service!Questions: 1) What kind of room did the guest reserve? 2) Who will show the guest the way to the room?Dialogue 2: Receiving a walk-in Guest 无预订的客人入住Staff: Good morning. Welcome to Sunshine Hotel. How may I help you?Guest: Good morning. Id like to check in.Staff: Do you have a reservation, sir?Guest: Im afraid not.Staff: Then what kind of room would you like, sir?Guest: A twin, please.Staff: All right. How long would you like to stay with us, sir?Guest: 3 nights. How much do you charge per night?Staff: RMB588 yuan. Guest: OK, I will take it.Staff: Would you please fill out this registration form, sir?Guest: No problem. (Fill in the form) Is that all right?Staff: Thank you very much, Mr. Jack. May I have a look at your passport, please?Guest: Here you are.Staff: Thank you, Mr. Jack. Your room number is 2828, the bellman will show you up in a minute. Have a nice day!Guest: Thank you!Questions: 1) Does the guest have a reservation? 2) How long will the guest stay in the hotel?Dialogue 3: Receiving a Guest When Were Full 客满婉拒入住Staff: Good morning. Welcome to Sunshine Hotel. How may I help you?Guest: Good morning. Id like to check in.Staff: Have you made a reservation, sir?Guest: Im afraid not.Staff: Im terribly sorry, sir, we are full tonight.Guest: What a pity!Staff; Dont worry. Would you like me to recommend another hotel for you, sir?Guest: Thank you, Id like one with the same standard as yours and not far from here.Staff: One moment, please. (Make a call) Yes, there is a 5-star hotel, only 1 kilometer from here. They still have vacant rooms.Guest: I really appreciate your kindness.Staff: My pleasure, sir. The bellman will show you how to get there.Guest: Thank you, bye!Staff: I am always at your service, sir. Wish you a good stay in our city, and I am looking forward to seeing you again. Goodbye!Questions: 1) Are there any rooms for the guest in this hotel? 2) How has the staff solved the problem?Part Vocabulary单词与短语receive v. 接待check in 登记入住 reservation record 预订记录fill out 填写registration form 住宿登记表passport n . 护照bellman n . 行李员in a minute 立刻walk-in guest 散客charge v. 收费full adj. 客满的vacant adj. 空的appreciate v. 感激课后练习（1）听录音完成对话Dialogue 1Staff: Good morning , Sunshine Hotel , ?Guest: Good morning , Id like to ?Staff: ?Guest: Yes , I made it 2 days ago.Dialogue 2Staff: ?Guest: A twin . ?Staff: RMB 888 yuan.Guest: !Dialogue 3Staff: , sir ?Guest: No problem.Staff: ?Guest: Here you are.Dialogue 4Staff: Dont worry , .Guest: Thank you very much ! Staff: . Guest: I really appreciate your help.(2)听对话回答下列问题。 What kind of room does the guest want ? Are there any rooms available for the guest ? Whats the guests choice ? Whats the room rate for a double room ?Unit 3 What Would You Like to Store?第三单元 您想寄存什么物品?Useful Sentences 常用句型1. Would you please show me where I can store my luggage?2. What would you like to store, sir?3. Are there any valuables in it, sir?4. It is close to the station, you cant miss it.5. We have a swimming pool, sauna rooms, a health spa, a gym and so on.Part I Dialogues 常见会话Dialogue 1: Luggage Deposit 行李寄存Staff: Excuse me, sir. I am the bellman. How may I help you?Guest: Yes. Would you please show me where I can store my luggage?Staff: At the luggage desk. This way, please.Guest: Thank you.Staff: What would you like to store, sir?Guest: This suitcase, please.Staff; Are there any valuables in it, sir?Guest: Yes, some antiques.Staff: Im afraid you should deposit them at the Reception Desk.Guest: No problem, I will take them out.Staff: Would you please sign your name here on the luggage deposit slip?Guest: OK. Here you are.Staff: Thank you, sir. Here is your receipt. Please show it when you come to claim the luggage.Questions: 1) What would the guest like to deposit? 2) Where should the guest deposit his valuables?Dialogue 2: Showing Directions 为客指路Guest: Excuse me, can you tell me where the nearest shopping mall is?Staff: There is a shopping mall 2 kilometers far from the hotel.Guest: How can I get there?Staff: When you step out of the hotel, turn left. Walk along the street, you will see a bus station. You can take Bus No.6 only 3stations from here.Guest: Can I see the shopping mall immediately after my get-off?Staff: Yes, it is close to the station. You cant miss it.Guest: Thank you! By the way, where can I find a supermarket nearby?Staff: Take a right turn after exiting the hotel, walk along the street until you see a white building, the supermarket is in it.Guest: Thanks a lot!Staff: My pleasure!Questions: 1) How far is the shopping mall? 2) How can the guest get to the supermarket?Dialogue 3: Hotel Introduction 酒店介绍Staff: Good morning. Mr. Smith .How may I help you?Guest: Good morning. Id like to have my hair cut. Would you please recommend me a famous barbers around the hotel? Staff: Certainly, sir. There is one in our hotel, and the barbers are all very skillful.Guest: Really? Its so convenient!Staff: Yes! We have various kinds of facilities. If you want to go shopping, we have a shopping center; if you want to enjoy some dishes, we have Western and Chinese restaurants.Guest: Good, what about the fitness equipments?Staff: We have a swimming pool, sauna rooms, a health spa, a gym and so on. You name it!Guest: Wonderful! I will have a try this afternoon. By the way, are they free?Staff: Most of them are free for registered guests.Guest: Thank you for giving me so much information.Staff: My pleasure! Anything else I can do for you?Guest: No, so far so good. Bye!Staff: I am always at your service, bye!Questions: 1) Where can Mr. Smith have his cut? 2) What kind of fitness equipments are there in the hotel?Part Vocabulary单词与短语luggaga desk 行李台store v. 寄存suitcase n. 箱子valuable n. 贵重物品antique n. 古董reception Desk 总台，接待处luggage deposit slip 行李寄存单shopping mall 购物中心barbers n. 理发店claim v. 领miss v. 错过exit v. 走出supermarket n. 超市recommend v. 推荐gym n. 健身房facility n. 设备fitness equipments 健身设备swimming pool 游泳池sauna room 桑拿房health spa 水疗课后练习（1）听录音完成下列对话 Dialogue 1Staff: Good morning , sir . ?Guest: Good morning . ?Staff: . Guest: Thank you .Dialogue 2Staff: ?Guest: Yes, .Staff: Im afraid you must deposit them at the Reception Desk .Guest: OK , .Dialogue 3Staff: .Guest: Which bus should I take ?Staff: , .Guest: Thank you very much.Dialogue 4Staff: ? Guest: Gym , sauna room , swimming pool and soon .Staff: ?Guest: Most of them are not charged .(2)听对话回答下列问题 Where can the bellman put the guests luggage ? Where is the restaurant ? Where is the barbers ? Where is the business center ?Unit 4 Id like to Check Out Now.第四单元 现在我要结账离店。Useful Sentences 常用句型1. Id like to check out now.2. Please wait for a moment, Ill print the bill for you.3. Im sorry we dont, but we can exchange them for you.4. Its RMB 925 Yuan against every 100 EUR dollars.5. It totals RMB 1746 Yuan, including 10 percent service charge.6. We accept some major credit cards, what card do you have?Part I Dialogues 常见会话Dialogue 1： Exchanging Foreign Currencies 外币兑换Staff: Good morning. May I help you?Guest: Id like to check out now.Staff: May I have your name and room number, please?Guest: Jack Smith, Room 1307.Staff: Please wait for a moment, Ill print the bill for you. (1 minute later) Here is your bill, RMB1649 yuan, including 10 percent service charge. Please have a look.Guest: Do you accept EUR dollars?Staff: Im sorry we dont, but we can exchange them for you.Guest: What s todays exchange rate for EUR dollars?Staff: Its RMB 925 yuan against every 100 EUR dollars. How much would you like to change?Guest: 300 EUR dollars, please.Staff: Would you please show me your passport?Guest: Here you are.Staff: Please fill in the exchange memo and sign your name on it.Guest: Thanks, goodbye!Staff: My pleasure, goodbye!Questions: 1) How much would the guest like to exchange? 2) What kind of fo