酒店英语 Lesson3

1、Double RoomThe Key SentencesnThank you for calling Four Seasons Hotel. May I help you?nWhat kind of room would you like?nWe have single rooms, double rooms, suites and deluxe suites in Chinese, British, Roman, French style, and presidential styles.nThe double room is U.S.$100 per night. nWhen for/ F

2、or which date? What dates do you need the room for?n.nHow long do you plan to stay? / How many nights?nI need to stay for a week, Spet.8th through the 12th.nI want to book a room for three nights.nWe do have a single room available / vacant for those days.nIm sorry we are fully booked for 22nd. Do y

3、ou mind changing the reservation rates?The Key SentencesThe Key SentencesnFor a single room the price would be RMB 500 per night.nCould you tell me your name (number, address), please?nWhat time will you be arriving?nWe look forward to serving you.nI am always at your service.nWe will need an advanc

4、e deposit of U.S.$100.nWe offer special rates today.nFor a single room, there is a 15% discount.nWe have no twins available.nWould you mind a double instead?Translate the following into Chinese 1. Id like to reserve a Spanish suite with meals from the 8th to the 12th of next month. 2. How much do yo

5、u charge a day for a double room with bath? 3. Ill be arriving by air early in the morning. Can I check in then? 4. Could you confirm ten rooms for a week as a group reservation for our travel agency? 5. Can you put me on a waiting list and inform me as soon as you have a spare room? lTranslate the

6、following into English 早上好，我是订房部。有何吩咐早上好，我是订房部。有何吩咐? 您要订什么房间，夫人？您要订什么房间，夫人？ 您觉得豪华套房怎么样？您觉得豪华套房怎么样？ 我们有标准间，每间每天我们有标准间，每间每天860元。元。 您打算用怎样的支付方式，信用卡还是现金？您打算用怎样的支付方式，信用卡还是现金？ 对不起，明天所有的客房都已经订满。对不起，明天所有的客房都已经订满。 可不可以替我在当地预订一家饭店呢？可不可以替我在当地预订一家饭店呢？ 我们会为您延长预约的。我们会为您延长预约的。 我们期待着为您服务。我们期待着为您服务。 能不能请您这个周末再打电话来？可

7、能会有人取消预约。能不能请您这个周末再打电话来？可能会有人取消预约。 ReviewnDiscussionn1. ways of making a reservationn2. information you should know about the guest during the procedure of the room reservationn3. unexpected cases you might meet1. Bell service（应接服务） or Reception service2. Room service(客房服务)3. Food service (用餐服务)4. H

8、otel shop service （饭店商场服务）5. Laundry service (洗衣服务)6. Health and recreation service(康乐服务)7. Operator service（电话总机服务）8. Generally speaking, reception service covers four kinds of services. Firstly, welcome and farewell service. It may extend to airport or station to receive guests from all over the w

9、orld. To do this, the staff member in charge shall check information about guests in order to pick up them timely if necessary. They should notice the changes of arriving time and keep contact with guests. Ardent welcome to guests and being always helpful are crucial to impress them. Similarly, welc

10、ome and farewell at the gate of the hotel are also critical, and the service provided by the front office covers arranging cars, cleaning the gate and help with security. Secondly, luggage service. Particularly arranged luggage desk is in charge of this, and reservation and reception units are suppo

11、sed to send the list of guests here to ensure luggage desk could arrange their jobs. Thirdly, inquiry and mail service. Inquiries from guests will be answered and mails for guests will be taken care of. Lastly, complaint center. Each hotel must have a complaint center to which the guests can complai

12、n about services. Only with successful settlement could the guest be impressed and the image of the hotel be improved. 1. What kinds of services do the reception service provide?2. What does a bellman usually do for the guests?3. What if they make some mistakes or they are involved in troublesome ca

13、ses? (1) In case the hotel fails to record the reservation, how it should be settled (2) How to deal with an angry guest (3) delivery to the wrong roomClass activityteam work Concierge service (礼宾服务 ) is a common practice throughout the hotel world. It is an integral part of the registration and ass

14、ignment process. Concierge service hinges on (以.为准绳) a very basic principle: making every guest feel that he or she is the most important person in the world, and dealing with any request a guest may have, no matter how strange it is. The basic duties of the concierge staff are to do the bell servic

15、e and to attend to guests needs which are not provided normally by the hotel. They are in a position to carry the hotels message to the guest a n d t h e g u e s t s r e a c t i o n t o t h e management. They act as hosts to arriving guests and as sales representatives for the hotel. They serve gues

16、ts in the room, the lobby, and other public areas, run on errands (跑腿，供差遣), and assist at departure. They act as the eyes and ears of the security department, watch for skippers (逃帐者), and make inspections as they charge their rooms. They act as good-will ambassadors (亲善大使) to escort guests both fro

17、m home and abroad. The bell service attends the guest from the door attendants first greeting, to the final room destination, accompanied by the bellman. In the performance of their duties, service personnel have an extraordinary opportunity to sell the facilities of the hotel and to portray its cha

18、racters. On the arrival of the guest, the bellman carries his or her baggage from the car. The baggage stays on the lobby floor until the guest finishes registering. With the room card at hand, the bellman escorts the guest with his or her baggage to the room. Once inside the room, the bellman perfo

19、rms the inspection function. If everything is OK, he should get out of the room and give the room card back to the guest. Some other things are also necessary for the bell man to do before the guest enjoy his/her room. First, he hangs the guests loose clothing and lifts the baggage onto the baggage

20、rack （行李架 ） or bed. Lights and other facilities are checked and the room is inspected for cleanliness. Special features of the hotel are explainedthe spa or the operation hours of room service, for example. Self-service items are pointed out: mini-bar or the in-room safe, for example. Unless there i

21、s a special request for service, the bellman leaves the key and the room card to the guest. Besides the bell service, concierge staff must be knowledgeable about the surrounding community, as well as about the hotel. If they do not know something, then they must be resourceful in finding the answer.

22、 Typically, concierge staff can provide directions and information on local attractions and facilities as well as arrange for airplane and theater tickets. They might also be asked to arrange for car rentals or taxi orders. n1. To the Front Deskn2. Check-in to Roomn3. Taking the Elevatorn4. Arriving

23、 at the Roomn5. Standard Deliveryn6. Delivery to the Wrong Roomn7. Answering Callsn8. Bringing Baggage Downn9. Picking Up the Guests Bagsn10. Collecting Ones Bagsn11. Depositing Some Itemsn12. Collecting Ones Itemsn13. Tag Being Lost n14. Doormans ServiceTo the Front DesknGreetings: welcome to nPiec

24、es of luggage, carry them for guestsnShow the guest to the Front Desknn(see more details in the 14th dialogue: Doormans Service)Check-in to RoomnShow guests to the Front DesknWait when guests check innCarry the luggage for guestsnGuide guests to the roomnOpen the door for guestsnEnjoy your stay!Taki

25、ng the ElevatornSome information about taking the elevator for the sake of guests Change elevator (可能)nTopics when taking the elevator (P47)nAfter you! (P47-48, 礼貌用语)nEnjoy your stay!Arriving at the RoomnCheck the room nCheck the luggage nGeneral information: room service availablenHelp the guest wh

26、en askedRole-PlaynA: Bellman B: GuestnB comes from France. He has made a reservation two days ago through a long-distance call. He will stay here for five days.nMake a short dialogue when he arrives at the hotel between the bellman and him.Standard DeliverynSorry for delaynCheck the pieces of luggag

27、e and the ownernEnjoy your stay!Delivery to the RoomnApologize for the wrong deliverynCheck for the guest ASAPnSorry againAnswering CallsnIf you do not know, apologize first and check for the guests immediately.n Bringing Baggage DownnPick up the Baggage for guestsnClaim tagDetailed Dialogues About

28、Bringing Baggage DownnPicking Up the Guests Bags nCollecting Ones BagsnDepositing Some ItemsnCollecting Some ItemsnTag Being Lost (unexpected things happen)Key Sentencesn Have you made a reservation, sir? 先生，您预订了吗？n Let me see if theres a room available. 我查一下是否有空房。n Will you please fill in the regis

29、tration form? 请您填一下这个登记表可以吗？n Heres the key to Room 908 and your room card. Please keep them. 这是908房间的钥匙和您的房卡。请您收好。n May I reconfirm your departure date? 我能再确认一下你们离店的日期吗？ Topic Extension (A car is arriving at Hilton Hotel, and a doorman (D) is going forward to the guests (G) and opening the door of

30、the car for them.)pair work Topic ExtensionTopic Extension R-Receptionist G-GuestTopic ExtensionTopic Extension Topic ExtensionTopic ExtensionR-Receptionist G-Guest D-Doorman Topic ExtensionTopic ExtensionTopic Extension Topic Extension Key Sentencesn How many pieces of baggage do you have? n您有几见行李？

31、n Watch your step, please. n请小心走。n May I put your bags here? n我可以把行李放在这儿吗？n Is this your baggage? n这是您的行李吗？n Is this all you have? n这是您所有的东西吗？n Ill get the baggage up to your room. n我会把行李送到您的房间去的。 1. You are Robert and would like to check in at a hotel where you have made a reservation two days ago.

32、 The clerk helps you to check in and gives you the key to your room. Ac it outn2. Client: You have registered and got the key.n You are interested in the hotel. services and ask the bellman about them.n Bellman: You carry the baggage for the client and show him up the room.Ac it outn3. Tour director

33、: You have just arrived in Shanghai by air.n You have had a wonderful flight.n All the members in the group are there.n You have quite a lot of baggage.n Airport representative: n You recognize the group. n You exchange greetings with the tour director.n You make clear if there is any change in the

34、group.n You help the group members with the baggage. n You show them with the limousine. Ac it out 4. You and your boyfriend are just arriving at the hotel, a doorman comes forward to open the door for your boyfriend first and then for you, you get angry and tell the doorman what he should do. I am

35、very unhappyAct it out2. Rearrange the order of the following work to be done at the registration desk.a. Giving the guest the key to the room.b. Checking the guests passport.c. Asking the guests name.d. Asking if the guest has a reservation e. Checking the arrival list.f. Greeting the guest.g. Aski

36、ng the guest how to pay the bill. h. Asking the guest to fill in the registration formCheck up Your answer is fcdebghaCheck up 1) 作为补偿，我们将为您免费安排另外一间客房。作为补偿，我们将为您免费安排另外一间客房。2) 我们宾馆被认为是本市最好的五星级宾馆之我们宾馆被认为是本市最好的五星级宾馆之一。一。3) 请不要落下您的行李。请不要落下您的行李。4) 请写清楚您准确的离店时间。请写清楚您准确的离店时间。5) 服务员会带您去那儿的游泳池。服务员会带您去那儿的游泳池。

37、6) 确保托运前请把姓名标签系在每件行李上。确保托运前请把姓名标签系在每件行李上。Translation1) We will arrange you another room for free as compensation.2) Our hotel is regarded as one of the best five-star hotels in our city.3) Please do not leave your luggage behind.4) Please write your exact date of departure.5) The bellman will take y

38、ou to the swimming pool over there.6) Make sure that tags are tied to each pieces before the shipment.n1) Be sure to take a brochure for me from the Reception Desk, please.n2) Shall I wait for you in the bowling room at the end of the corridor on the ground floor?n3) Lets not take the elevator on th

39、e left going upstairs.n4) An irritated guest went to the reception desk. “I asked for a non- smoking room and the room you gave me smells like an ashtray.”n5) Employees need to be able to make decisions and handle problems in order to do their job properly. Their job is to satisfy the guest. If you

40、tell a guest, “there is nothing I can do”, the guest will think “if you cant help me, then why you are here?” n1) 请一定帮我从前台带本小册子上来。请一定帮我从前台带本小册子上来。n2) 我在一楼走廊最里面的保龄球室等您，可我在一楼走廊最里面的保龄球室等您，可以吗？以吗？n3) 请不要乘左边的电梯上楼。请不要乘左边的电梯上楼。n4) 客人怒气冲冲地走向前台，客人怒气冲冲地走向前台，“我要的是无我要的是无烟房间，你给我分配的房间闻起简直是烟灰烟房间，你给我分配的房间闻起简直是烟灰缸。缸

41、。”n5) 为了合理地做好工作，职员们应该能够做为了合理地做好工作，职员们应该能够做出决定，处理问题。他们的工作就是令顾客满出决定，处理问题。他们的工作就是令顾客满意。如果你告诉顾客意。如果你告诉顾客“我无能为力我无能为力”，顾客可，顾客可能会想能会想“既然你帮不了我，那你在这里干什么既然你帮不了我，那你在这里干什么呢？呢？”Check-inDialogue Dialogue 1nA: Good afternoon. Can I help you, sir? 下午好，先生。我能为您做些什么？ B: Good afternoon .Id like to check in.下午好，我想要办理住宿登

42、记。 A: Do you have a reservation? 您是否预订了房间？ B: Yes, I do . My name is Betty Gables. 是的，我的名字是贝蒂 盖伯斯。 A: Thank you, Miss Gables. Let me check the computer谢谢您，盖伯斯小姐，我来查一下电脑。 B: Sure. 好的。 A: You re staying for three days, correct? 您要住3天，对吗？ B: Thats right. 没错。 Dialogue Dialogue 2 A: Good afternoon. Welco

43、me to the Shangri-la Hotel. May I help you? 午安，欢迎光临香格里拉大酒店。能为您效劳吗？ B: Yes, Id like to check-in, please. 我要登记住宿。 A: Certainly, sir. May I have your name, please? 好的，请问大名？ B: Yes, its Robert Zimmerman. 我叫劳勃特西摩门。 A: Do you have a reservation with us, sir? 先生，您有没有预约？ B: Yes, for tonight. 有的，预约今晚。 A: Jus

44、t a moment, please. Ill check our reservation recordThank you for waiting, sir. Your reservation is for a single room for three nights. Could you fill out the registrations card, please? 请稍后，我查一下预约记录。让您就等了，您预约了3个晚上的单人房。请填写这张登记卡好吗？ B: Sure. (fill out card). 好的。（填写卡片）nA: May I reconfirm your departure date? 请再确认您要哪一天离开好吗？ B: Yes, I should be leaving on the 5th. 好的，我会在5号离开。 A: How would you like to make payment? 您要如何付款？ B: By American Express Card. 用美国运通信用卡。 A: May I take a print of the card, please? Thank you sir. Your room is #543 on the 5th Floor. Ju