酒店英语视听说课件

HotelEnglishHotelEnglish课程概况教材：《酒店英语视听说教程》基本教学设计：背景知识介绍，听力训练，分组情景模拟。考核方式：课堂表现+小组成绩+期末考查

课堂表现：出勤率、主动发言、纪律

小组成绩：情景模拟效果

课程概况教材：《酒店英语视听说教程》2Content1.Reservation2.Registration3.Concierge5.Checkout6.Housekeeping7.FoodandBeverageService8.WesternFoodsandWesternBeverage10.ChineseFoods11.ChineseTeaandAlcohol12.RoomService13.BanquetService16.ComplaintSettlementContent1.Reservation2.Regist3TasksReservationRegistrationCheckoutRecommendingChineseDishesResolvingRestaurantcomplaintsTakingordersBanquetDecorationIntroduceChineseAlcoholcultureTasksReservationRegistration4Chapter1ReservationChapter1Reservation5TeachingaimsAims:Howtoreceiveroomreservations怎样接待客房预订Howtoconfirmroomreservations怎样确定客房预订Howtomakeaphonecallforroomreservations怎样电话客房预订TeachingaimsAims:6Informationshouldbetaken客人姓名GuestName登记编号Code联系电话TelephoneNumber联系地址Address入住人数NumberofGuests入住时间OccupationTime客户基本信息客户要求房间种类RoomType房间数量RoomNumber价格标准Price折扣优惠Discount房间要求RoomDemand房间布置DecorationsInformationshouldbetaken客人姓7RoomTypesSingleroomRoomTypesSingleroom8DoubleroomDoubleroom9Deluxesuite/presidentialsuiteDeluxesuite/presidentialsuit10Languagepointsinlisteningpart1.reservev.预定，预约Reservationn.reservearoom/bookaroome.g.IhavereservedaroominthenameofJames.保持，保留Allrightsreserved.版权所有。2.preferencen.偏爱e.g.Itisamatterofpersonalpreference.Preferencewillbegiventograduatesofthisuniversity.Languagepointsinlisteningp11accessn.通道，机会，权利e.g.Theonlyaccesstothefarmhouseisacrossthefields.youneedapasswordtogetaccesstothecomputersystem.Promotionn.促销；晋升Wearedoingaspecialpromotionofwines.HispromotiontoSalesManagertookeverybodybysurprise.Languagepointsinlisteningpartaccessn.通道，机会，权利Languagepoi12Deluxeadj.豪华的，高级的Luxuryn./adj.Anniversaryn.WeddinganniversaryThecollege’s50thanniversarycelebrationAmendv.修改Amendedversion.Amendmentn.LanguagepointsinlisteningpartDeluxeadj.豪华的，高级的Languagepo13Watchthevideoandpracticevideos\第175回roomreservation-withcaption_高清.mp4videos\第一口语网订房间bookingaroom_标清_标清.flvWatchthevideoandpracticev14UsefulDrills(注:★表示此话为客户所说)IHowtogreetwalk-incustomerorcustomersonphone

接待上门预订或接听预订电话早上好｡我是订房部的Jane｡有什么可以帮到您的吗?Goodmorning.Reservations.Janespeaking.CanIhelpyou?下午好｡欢迎光临天天酒店!有何吩咐呢?Goodafternoon.WelcometoTiantianHotel,MayIhelpyou?我想要订一间下周三入住的单人房｡★I’dliketobookasingleroomforWednesdaynextweek.我想为我朋友预订一间双人房｡★I’dliketobookadoubleroomformyfriend.UsefulDrills(注:★表示此话为客户所说)I15UsefulDrillsIIHowtogetinformationfromthecustomers如何从客户处获取信息您打算住多久呢?Howlongwillyouplantostay?您打算住多久呢?Howlongwillyoubestaying?请问您是哪位?MayIknowwhoI’mtalkingwith?(Makingaphone)请问您要哪种房型?What

typeofroomdoyourequire?请问您要订多少间房呢?Howmanyroomswillyourequire?请问您的名字/电话号码?MayIhaveyourname/telephonenumber,please?如何与您联系呢?MayIhavethewaytocontactwithyou?请问要以谁的名义来订呢?

Whoisthebookingfor?UsefulDrillsIIHowtogeti16UsefulDrillsIIIHowtoofferandgetroomrate怎样提供和获知房价一间双人房要多少钱呢?★Howmuchdoesadoubleroomcost?每天收费多少?★Howmuchadaydoyoucharge?有优惠/折扣吗?★CanIgetadiscount?每天380元,送早餐｡RMB380pernight,withbreakfast.我们有标准/豪华双人房,每天每间350元｡Wecandoastandard/deluxedoubleroomforRMB350pernight.双人对床房,每间每天600元｡WechargeRMB600foradeluxetwinpernight.如果起订5间房,房价可以享受20%的优惠｡Theprice/rateforaminimumof5roomsis20percentoff.对不起,我们不提供折扣｡I’msorry,thereisnodiscount.儿童可以减价｡There’sareductionforchildren.我们已经将价格降至最低限度了｡

Wehavealreadycutthepriceveryfine.UsefulDrillsIIIHowtooffe17UsefulDrillsIVConfirmandregister确认和登记VBookedup订房已满我可以看看您的护照吗?MayIseeyourpassport,please?请您填写这张登记表好吗?Wouldyoupleasecompletethisregistrationform?你有身份证吗?Haveyougotanyidentification?对不起,我们酒店那一天的客房全部订满了｡I’mafraidourhotelisfullybookedonthatdate.您要的那一日房间已经确认了｡我们期待为您服务｡

Yourroomisconfirmedforthatday.Welookforwardtoservingyou.很抱歉,我们没有空房｡I’msorry,butwe’rebookedup.对不起,我们现在没有空房｡I’msorry,butwehavenovacanciesatthemoment.很抱歉,所有的客房都已经订满了｡I’msorry,butallroomsaretaken.UsefulDrillsIVConfirmand18Tips在正式的英语表达里,疑问基本句型可分为下列四种:MayI...?Couldyou...?Wouldyou...?ShallI...?1.四种疑问基本句型只要理解这四种基本的句型,就可以处理大部分业务上的状况｡1)服务员自己要做什么事时,就使用MayI...? 请问尊姓大名?MayIhaveyourname,please?请问您的国籍是哪里? MayIknowyournationality,please?请让我看一下您的护照好吗?MayIseeyourpassport,please?请问您什么时候结账离开?MayIhaveyourcheckouttime,please?Tips在正式的英语表达里,疑问基本句型可分为下列四种:1.19Tips1.四种疑问基本句型4)在提供建议协助､征求意见时,可使用ShallI...?或Wouldyoulikemetodo...?请您填写这张表格好吗? Couldyoufillouttheform,please?请您写下来好吗?Couldyouwritethatdown,please?请不要挂电话好吗?Couldyouholdtheline,please?2)麻烦客人时,可使用Couldyou...?

3)询问客人的喜好或是做什么时,可使用Wouldyou...?请问您要订一间双人房吗?Wouldyouliketobookadoubleroom?请问您要喝茶还是咖啡?Wouldyouliketeaorcoffee?请问您介意坐在这里吗?Wouldyoumindsittinghere?请问要我为您安排预约吗?ShallImakethereservationforyou?请问要我为您画一张地图吗?ShallIdrawyouamap?Tips1.四种疑问基本句型4)在提供建议协助､征求意见20Role-playingEachgroupshouldmakeareservation.Everymembershouldbecleartheroleyouaregoingtoplay.Tryyourbesttousesomecorrectandeffectivesentences.Role-playingEachgroupshould21Serviceprocedure(服务流程)1.Greettheguest2.Asktheguestofthereservationinformation:ThedateofarrivalanddepartureThenumberofthepeopletheroomtypeandthenumberofrooms3.Searchfortheroomavailable/neededinthecomputer4.Getthefollowinginformationfromtheguest

thenameoftheguesttheguest’stelephonenumber

5.Confirmthereservation6.ExpressyourwishesServiceprocedure(服务流程)1.Gre22Taskofservicepractice(实训任务)GeorgeBrownwantstobookadoubleroominPeaceHotelinShanghai.Theroomratepernightis180dollars.GeorgeBrown先生向上海和平饭店预定了一间双人房，房费为每晚180美元。Thetime:fromApril20thto22nd,that’sthreedaysinall.

时间：4月20至4月22日，共3个晚上。ThetelephonenumberofGeorgeBrownis0044-0246-720598.

GeorgeBrown的电话号码是0044-0246-720598.LiYanhandlesthereservation.

预订员李艳办理了这个电话预定手续。Taskofservicepractice(实训任务)23Modelofpractice(实训对照)Li:Goodmorning,Peacehotel,Roomreservation.MayIhelpyou?Brown:Yes,I’dliketoreservearoomfrom20thto22nd

ofApril.Li:Pleasewaitamoment.I’llcheckourroomsavailableforthesedays.Thankyouforwaiting,sir.Whattypeofroomwouldyoulike?Brown:Adoubleroom.What’stheroomratepernight?Li:180dollars.Willthatbeallright?Brown:Yes,thatwillbefine.Li:MayIhaveyournameandyourtelephonenumber?Brown:Sure.MynameisGeorgeBrownandmytelephonenumberis0044-0246-720598.Li:Thankyou,Mr.Brown.You’vebookedadoubleroomfrom20thto22nd

ofApril,andyourtelephonenumberis0044-0246-720598.AmIcorrect?Brown:Yes,that’sright.Thankyou.Li:I’mgladtoserveyou.Welookforwardtoyourcoming.Li:LiYan,areservationist.Brown:GeorgeBrown,aguest.Modelofpractice(实训对照)Li:Go24Chapter2RegistrationBackgroundknowledgeListeningpracticesRole-playingSummary:commentsonyourclassperformanceChapter2RegistrationBackgro25Backgroundknowledge:frontdeskBeforeguestsarrive,thereareafewthingstoprepare.PrintouttheArrivalGuestlist,DepartureList,SpecialRequestList,VIPList,EmptyRoomList,andRoomStatusList.

TheguestsneedtoregisterattheFrontDeskbeforewearrangeanyroomsforthem,andthenwehavetoconfirmtheirmethodsofpayment.Afterthat,wecouldhandgueststhekeysandroomcards,andsendabellmanorportertotakethemtotheirrooms.

Thecheck-inprocedurehasbeencomputerizedinmosthotels.Insteadofpagesofpaper,receptionistjustneedstoregisterguestsincomputerusingpropertymanagementsystem(PMS),suchasOpera,Fidelio.InChina,manyhotelspreferthesysteminChineselanguage,suchasXihuSoftwareandQianlimaSoftware.However,EnglishPMS,suchasOperaisstillthefirstchoiceforinternationalhotelbrandsinChina.Backgroundknowledge:frontde26notesFrontdesk前台Registerv.登记，注册，入住Methodsofpayment付款方式Bellman行李员Proceduren.程序，步骤notesFrontdesk前台27PreparationsforRegistrationA.ListentoEpisode1andcompletethefollowingconversationwithwhatyouhear.Clerk: Goodafternoon.HowcanIhelpyou?Jason: Hi,mynameisJasonLouis.Ihave____________.Canwecheckinnow?Clerk: MayIhave___________________?Daisy: Louis,L-O-U-I-S.Clerk: Onemoment,please.Yes,Ihaveyourbookingrecordhere.Yourreservationisjust___________,right?Daisy: Youareright._____________?Clerk: It’s$264.10includingVAT.Daisy: Excuseme,whatisVAT?Clerk: It’svalue____________.Jason: That’sokay.

areservationyoursurnamepleaseforonenightHowmuchisitaddedtax,sir1PreparationsforRegistrationA28TranscriptforEpisode1

B.Dividetheclassintoagroupoftwoorthreestudents,anddothedialogueagain.Clerk(C):Goodafternoon.HowcanIhelpyou?

Jason(J):Hi,mynameisJasonLouis.Ihaveareservation.Canwecheckinnow?C:MayIhaveyoursurnameplease?Daisy(D):Louis,L-O-U-I-S.C:Onemoment,please.Yes,Ihaveyourbookingrecordhere.Yourreservationisjustforonenight,right?D:Youareright.Howmuchisit?C:It’s$264.10includingVAT.D:Excuseme,whatisVAT?C:It’svalueaddedtax,sir.J:That’sokay.1TranscriptforEpisode1B.Di29NotesSurnamen.姓氏VATvalueaddedtax增值税VAT即ValueAddedTax/ADVALOREMtax，附加税，欧盟的一种税制，即购物时要另加税，是根据商品的价VAT格而征收的。如定价是incvat，即已含税，exclvat是未包税，Zerovat是税率为0。意大利好像是20%税率，(英国是17.5%，2011年一月4日调高至20%)，即要多给20%款项，阿根廷为21%（部分商品实行50%减免，即为10.5%）。VAT在国内通常被称为增值税。中国大陆地区的增值税率普遍是17%，有部分实行低税率13%以及零税率NotesSurnamen.姓氏30Scenario2:AskingMethodofPaymentA.ListentoEpisode2,anddecidewhateachshortdialogueisaboutandfillinwithcorrectinformationwhereappropriate.

TotalAmountMomentofTransactionMethodofPaymentDepositPre-authorizationDialogue1Dialogue2

Dialogue3

Dialogue4

2Scenario2:AskingMethodofP31Scenario2:AskingMethodofPaymentListentoEpisode2,anddecidewhateachshortdialogueisaboutandfillinwithcorrectinformationwhereappropriate.

TotalAmountMomentofTransactionMethodofPaymentDepositPre-authorizationDialogue1580RMB////Dialogue2$268.90/CreditCard//Dialogue3$1198RegistrationCash$200/Dialogue4￡400RegistrationCreditCard￡100￡4002Scenario2:AskingMethodofP32NotesTotalamount总值，总价Transactionn.交易Depositn.保证金，押金

存款，储蓄Pre-authorizationn.预授权takeaswipeofyourcreditcard刷您的信用卡NotesTotalamount总值，总价33TranscriptforEpisode2Dialogue1Guest:HowmuchdoIhavetopay?Clerk:Thetotalamountis580RMB,includingbreakfastandVAT.

Dialogue2Guest(G):Howmuchistheroom?Clerk(C):It’s$268.90fortwonights.Wouldyouliketopaybycreditcard?G:Yes,please.

Dialogue3Jason(J):Mycreditcardissomehownotworkingtoday,canIpaybycash?Clerk(C):Certainly,sir.J:Good,howmuchdoIhavetopayrightnow?C:Ineedthetotalamountofyour4days’roomchargeplus$200asdepositwhichallowsyoutouseotherhotelservicesinthenext4days.The4daysroomchargewillbe$1198.

2TranscriptforEpisode2Dialog34

Dialogue4Clerk(C):Wouldyouliketopaybycreditcardorcashwhenyoucheckingout?Guest(G):Bycreditcard.C:Noproblem.Ijustneedtotakeaswipeofyourcreditcardnow,sir.G:Sure,willyoutakethefullamountofmyroomchargenow?C:No,sir.Ijustneedtotakeapre-authorizationofthefullamountplus￡100fromyourcard.Thetotalamountofpre-authorizationis￡400.G:Soyouarechargingthefullamountnow.C:No,sir.Pre-authorizationistoholdtheamountinyouraccount,it’snotthesameastakingthemoneynow.G:Ok,Isee.

35Scenario3:FillinginRegistrationCardA.ListentoEpisode3andanswerthefollowingquestions.i.Guest’shomeaddress

Answer:

ii.Guest’spassportnumber

Answer:

iii.Roomnumber

Answer:

iv.Whereisthebreakfastserved?Answer:

v.Whereisbreakfastvoucher?

Answer:

43WhiteGloveRoad,11206NY659803379935177thfloorinthekeyholder3Scenario3:FillinginRegist36TranscriptforEpisode3Clerk(C):OK,sir.Iwillneedtoaskyouacoupleofquestions.Jason(J):Yes.C:MayIhaveyourhomeaddress,please?J:It’s43WhiteGloveRoad,11206

NY.C:MayIhaveyourpassportnumber,please,Mr.Louis.J:Sure,it’s65980337993.C:Thankyou.Mr.Louis.Yourroomnumberis517onthefifthfloor.J:Thankyou.Whereisthebreakfastservedinthemorning?C:Breakfastisservedonthe7thfloorfrom7.50amto10.30am.J:Excellent.C:I’veenclosed2breakfastvouchersinyourkeyholderforyou.J:Thanksalot.C:It’smypleasure.Enjoyyourstay!

3TranscriptforEpisode3Clerk37Scenario4:BellService

Youmaybecomeoneofthefollowingworkingstaffinyourhospitalitycareer.ListenA.ListentoEpisode4andputthefollowingresponsesincorrectorder.

Porter

JasonGoodafternoon,sir.Letmetakecareofyourluggage.Hereyouare.Followmeplease.

Noworries!Hereweare.Thankyou!Becareful!MayIhaveyourkeycard?Thingsinsideofthebagarefragile

Thankyou!WouldyoupleasekeepyourThanksalot!valuablesinthehotelsafe?

Withpleasure.FeelfreetoletmeCertainly.It’sverykindofyou.knowshouldyouneedanyhelp.4Scenario4:BellServiceYou38Scenario4:BellService

Youmaybecomeoneofthefollowingworkingstaffinyourhospitalitycareer.ListenB.Listentotheepisodeagainandanswerthefollowingquestions.

1.WhydoesJasonaskthebellmantobecareful?____________________________________________________________2.WhydoesthebellmanaskJasonforthekeycard?____________________________________________________________3.Whatdoesthebellmanadvise

Jasontodowithhisvaluableitems?___________________________________________________4.WheredoesJasonputhisvaluables?____________________________________________________________

Becausethethingsinsidehisbagareveryfragile.ThebellmanistakingJasontohisroomThebellmanadvisesJasontodeposithisvaluableitemsinthehotelsafe.Jasondecidestotakethebellman’sadviceandputhisvaluablesinthehotelsafe.4Scenario4:BellServiceYou39Porter(P):Goodafternoon,sir.Letmetakecareofyourluggage.Followme,please.Jason(J):Thankyou!Becareful!Thingsinsideofthebagarefragile.P:Noworries!Hereweare.MayIhaveyourkeycard?J:Hereyouare.P:Thankyou!Wouldyoupleasekeepyourvaluablesinthehotelsafe?J:Certainly.It’sverykindofyou.P:Withpleasure.Feelfreetoletmeknowshouldyouneedanyhelp.J:Thanksalot!TranscriptforEpisode44Porter(P):Goodafternoon,si40NotesLuggagen.行李Fragileadj.易碎的，脆弱的Valuablen.贵重物品adj.贵重的，宝贵的Hotelsafe酒店保险柜NotesLuggagen.行李41Chapter3Concierge

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Chapter3ConciergePPT模板下载：www.42MajorTopics

背景知识：

Concierge礼宾部

工作场景：

1.Beforearrival客人抵达前2.Afterarrival客人抵达后3.Duringstay住店期间4.Atdeparture客人离店时

员工职责：JobDescriptionoftheDepartment本部员工职责描述

培训视频：

HotelConciergeService酒店礼宾服务

幽默故事：SmokingRateGetsSmokersIrate惹恼客人的吸烟费

MajorTopics背景43AsJaneandJasonenjoyedthehospitalitycultureofSanFranciscoforacoupleofdays,theygotacallfromAbby,Jane’scousin.AbbysoundsexcitedandtoldtheyoungcouplethatshehasjustgraduatedfromcollegeandiscomingtoSanFranciscoforholidaywithagirlfriend.Joanhasreservedroomatthesamehotel.It’stheirfirsttimetothecityforthetwogirls,theymayneedsomehelp.AsJaneandJasonenjoyedth

ThischapterintroducesthedailyservicesprovidedbyConcierge.InPart1,backgroundknowledgeofconciergeisprovidedforyoutoenhanceyourawarenessaboutthedepartment.TheninPart2,you’lllearntheproceduretoprovideconciergeservice,andyou’llseehowJoanandAbbyfindtheirroom.Moreover,inPart3,you’llgetchancestopracticeyourconciergeserviceskillsbydoingmoreexcises.InPart4,youwillwatchashortvideoregardingconciergeservice.Inthenextsection,Part5,you’llunderstandthejobdescriptionsoftheworkingstaffforConciergeinthehotel.Part6willconsolidateyourknowledgeaboutservicesrenderedbyConciergeandupgradeyourEnglishproficiencythroughlistening,speaking,readingandtranslation.ThischapterintroducesPartone:BackgroundKnowledge

酒店背景Partone:酒店背景UsefulWordsandExpressionslimousinen.(豪华轿车)largeluxuriouscar;usuallydrivenbyachauffeurprocurementn.(采购)theactofgettingpossessionofsomething;distinguishv.(区分)makeasdifferent;lapeln.(西服上的翻领)lapatthefrontofacoat;ventilationn.(通风设备)amechanicalsysteminabuildingthatprovidefreshair;errandn.(差事)ashorttripthatistakenintheperformanceofanecessarytaskormission;trolleyn.(手推车)awheeledvehiclethatrunsonrailsandispropelledby;sealv.(密封)usedforsealingdocumentsandparcelsandletters;ultimatelyadv.(最后地)astheendresultofasuccessionorprocess;stewardn.(管家)someonewhomanagespropertyorotheraffairsforsomeoneelse.PartOne:Backgroundknowledge背景知识

UsefulWordsandExpressionsPa_____TheConciergeisoftenexpectedtomakeimpossiblepossible,dealingwithanyrequestsaguestmayhave._____TheConciergestaffcanbedistinguishedbythegoldkeysontheirlapels.Theycanopenthedoorsforguestsusingthegoldkeysiftheylosetheroomcards._____Whiletheguestischeckinginthehotel,theportershouldgettheluggagereadyonaluggagetrolley,andhaveitdeliveredtohisorherroom._____Ifaguesthasamailoramessage,theConciergewillsendthemailorthemessagetohisorherroominpersonassoonaspossible._____NannyServiceofferstheguestthemostmemorableexperience,butitisonlyprovidedfortheVIPsinthehotel.

Basedonthetext,decidewhetherthefollowingstatementsaretrueorfalse.WriteTfortrueandFforfalse._____TheConciergeisoftenePartTwo:WorkingScenes工作场景PartTwo:工作场景GreetingGuestsandUnloadingLuggageA.ListentoEpisode1andcompletethefollowingconversationwithwhatyouhear.Joan(J):Great!Whatanicehotel!Abby(A):Fabulous!Iloveit!Doorman(D):Goodmorning,Madame.WelcometoRegencyHyatt.___________inthetrunk?J:Yes,2bigcases.Thankyou.D:It’smypleasure,Madame.Isthis_____________toRegencyHyatt?J:Yes,wejustgraduatedfromcollege.Wearetaking_________________________.D:Congratulations.I’msureyou’lllove__________________________________.A:Thanks.It’sveryniceofyou.___________________ishereaswell.Wearemeetingthemhere.D:InRegencyHyatt?That’sgreat!Youcangostraight_________________________.I’lltakecareofyourluggage.J:Thanksalot.D:Youareverywelcome.AnyluggageatriparoundtheStates

yourfirsttimethecityandthehotelJoan’scousintocheckin1GreetingGuestsandUnloadingTranscriptforEpisode1Joan(J):Great!Whatanicehotel!Abby(A):Fabulous!Iloveit!Doorman(D):Goodmorning,Madame.WelcometoRegencyHyatt.Anyluggageinthetrunk?J:Yes,2bigcases.Thankyou.D:It’smypleasure,Madame.IsthisyourfirsttimetoRegencyHyatt?J:Yes,wejustgraduatedfromcollege.WearetakingatriparoundtheStates.D:Congratulations.I’msureyou’lllovethecityandthehotel.A:Thanks.It’sveryniceofyou.Joan’scousinishereaswell.Wearemeetingthemhere.D:InRegencyHyatt?That’sgreat!Youcangostraighttocheckin.I’lltakecareofyourluggage.J:Thanksalot.D:Youareverywelcome.1TranscriptforEpisode1Joan(51Scenario2:ShowingaGuesttotheRoomListentoEpisode2andchoosethebestanswertoeachquestion.

.3.23..2.1.JoanandAbby’sroomisonthe()floor.A.3rdB.6thC.5thD.1st

2.WhatisAbby’sreactionwhensheheardabouttheirroom’slocation?()A.excitedB.worriedC.fascinatedD.angry

3.WhichstatementisNottrueaccordingtotheconversation?()A.MarketStreetisaquietstreet.B.Thehotelwindowglassisspeciallyfitted.C.It’sexcellentcityviewfromtheMarketStreetfacingrooms.D.RoomsfacingothersidesgetlesssunshinethantheonesfacingMarketStreet.

4.DoormantoldJoanandAbbythattheycanchangetoanotherroom()iftheydon’tliketheroom.A.tomorrowB.onthesamedaytheyarriveC.thelastdayoftheirstayD.afteronenight

5.TheroomassignedtoJoanandAbbyis()A.cozyB.asuiteC.colorfulD.bigCBADB2Scenario2:ShowingaGuesttoTranscriptforEpisode2Doorman(D):You’vefinishedcheck-in?Joan(J):Yes,we’vegotthekeytotheroom.D:ShallItakeyoutotheroomnow?J:Yes,let’sgo.D:Followmeplease.Theelevatorisonyourleftside.Yourroomisonthefifthfloor.J:Fifthfloorisnottoohigh,it’sgood.D:Absolutely!AndyourroomfacestheMarketStreet.Abby(A):MarketStreet?Willitgetverynoisyduringnight,I’malightsleeper.D:ThewidowsintheHyattRegencyarealldoubleglazed,andMarketStreettendstogetbusyduringdaytime,it’squietatnightthough,soyouwouldn’tbeworriedtoomuchaboutit.AndyouwouldbeabletoseethebetterviewofthecityfromMarketStreet,plustheroomsgetmoresunshineonthisside.J:OK,soundsgood.Abby,let’sseeitforonenight,ifitdoesn’tworkwecanchangetoanotherroom.A:Allright,let’sgiveitago.D:Don’tworry,ifyoudon’tliketheroom,youcaninformthefrontdeskorjustletmeknow,we’llarrangeanotherroomforyou.IsthatOK?J:It’sverykindofyou.D:Ibelieveyou’lllovetheroom.Hereistheroom.J:It’snice,it’ssospacious.Lookatthefreshflowers,Abby,don’tyoulovethem?A:Yes,it’sfantastic.It’snotnoisyatall.We’llstayhere.D:Areyousatisfiedwiththeroom?Shallweseeanotherroom?J:No,no,theroomisperfectforus.Thankyouanyway.D:Youarewelcome,hopeyou’llenjoyyourstay.Ifyouneedanythingoranyhelp,youcanjustcallthefrontdeskortheconciergedesk.J:Thankyouverymuch!D:Mypleasure.2TranscriptforEpisode2DoormaScenario3:IntroducingRoomfacilitiestoaGuestA.ListentoEpisode3andmatchtheitemsfromleftcolumntotheright.“What’son?”HotelManualSuitcasestandSafeMini-barmenuRoomservicemenuWi-FiAlistoffoodguestcouldordertotheirroomsAlistoffoodanddrinkinsmallfridgeAmagazineissuedmonthlytopromotecityeventsHoteldirectionAboxtokeepthingssecureWirelessFidelityApieceoffurnituretoholdluggage3Scenario3:IntroducingRoomfaScenario3:IntroducingRoomfacilitiestoaGuestB.Listentotheepisodeagain,anddecidewhetherthefollowingstatementsaretrueorfalse.1._____Hotelmanualgivesguestsinformationaboutthehotel,anddirectionofhotelfacilities.2._____Thesuitcasestandwhichholds

theluggageislowsothatguestscanputdowntheluggageeasily.3._____Forusingthesafe,youjustneedtosetacodeof6to9numbers,andpresssetcodebottom.

4._____Themini-barintheroomhassomecomplementarydrinksandsnacksforguesttochoose.Youcantakewhateveryoulike.5._____Wi-Fiisavailableineveryguestroominthehotel,butyouhavetopayforit.3Scenario3:IntroducingRoomfTranscriptforEpisode3Joan(J):What’sthepaperonthedesk?Doorman(D):It’sa“What’son?”Itintroducesevents,exhibitionsandgigsinthecity.J:What’sunderneath?D:That’shotelmanualandacopyofcitymap.HotelmanualgivesyouinformationaboutHyattRegency,anddirectionofhotelfacilities.J:What’snextthedoor?D:It’sasuitcasestandtoholdyourluggagetoacomfortableheight.J:Oh,what’snexttothesuitcasestand?D:It’sasafetokeepvaluables.Andnexttoit,isakettleforyoutoboilsomehotwaterintheroom.J:Howtousethesafe?D:Youjustneedtosetacodeof3to9numbers,andpresssetcodebutton.Whenyouwanttoopenit,justenterthecodeyouset,itwillopen.J:What’sinthesmallfridge?D:It’samini-bar.Wehavepreparedsomepopulardrinksandsnacksonareasonablepriceinthemini-barforguesttochoose,hereisthemini-barlist.J:WherecanIfindroomservicemenuifIwa