饭店服务英语 The Front Desk

Unit2TheFrontDeskLesson2WelcomingtheGuestsandCheck-inLesson1Pick-upattheAirportLesson4CheckingOutLesson3DailyServiceLesson1Pick-upattheAirportGoalLearntogreetguestsandtopickthemupattheairport.LookandLearnDialogueReadingLearnMoreWordsandPhrasesLookandLearnDialogueReadingLearnMore1NewWordsandPhrasesLookandLearnWritethefollowingtermsbelowpictures.

customs

limousine

trolley

parkinglot

taxi

welcomeboardtrolleytaxilimousinecustomsparkinglotwelcomeboard1酒店的职员Carol（C）到机场迎接酒店的客人MichaelGreen（G）。当他看到客人走出机场出口处后，便迎上前去……C:Excuseme.AreyouMr.GreenfromCanada?G:Yes,I’mMichaelGreen.Andyouare...?C:Letmeintroducemyself.Myname’sCarol,sentby7-DaysHoteltopickyouup.G:Nicetomeetyou,Carol.JustcallmeMichael.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases1酒店的职员Carol（C）到机场迎接酒店的客人MichaelGreen（G）。当他看到客人走出机场出口处后，便迎上前去……C:Nicetomeetyoutoo,Michael.How’stheflight?Youlookabittiredafternearlytenhours’trip.G:That’sOK.I’mverysorrytokeepyouwaitingforsuchalongtime.TheflightfromCanadawasdelayedbecauseofthebadweather.C:Itdoesn’tmatter.G:IthinkI’dbettertakeagoodrestatthehotel.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases1酒店的职员Carol（C）到机场迎接酒店的客人MichaelGreen（G）。当他看到客人走出机场出口处后，便迎上前去……C:Isallyourbaggagehere?G:Yes,allishere.C:Pleaseletmehelpyouwiththebaggage.I’lltakethemtothemini-busintheparkinglotoftheairport.G:Thankyouverymuch.C:It’smypleasure.Comewithme,please.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases1A.Fillintheblanksandchangetheformsifnecessary.LookandLearnDialogueReadingLearnMoreNewWordsandPhrasesintroduce

pick...up

wait...for

delay

becauseof1.Thetrain

byheavyrain.2.I’ll

you

onthewaytothehotel.3.Letme

myfriendstoyou.4.He

hisbrother

twohoursatthestation.5.Hewaslate

missingthelastbus.wasdelayedpickupintroducehasbeenwaitingbecauseof31.Howshouldyouintroduceyourselfwhenyoumeetyourguest?

2.HowlongdidMichael’sflighttake?3.Whywastheflightdelayed?1B.Listentothedialogueagainandanswerthequestions.LookandLearnDialogueReadingLearnMoreNewWordsandPhrasesGoodevening.Letmeintroducemyselftoyou.I’mxxx,fromxxxHotel.Nearly10hours.Theflightwasdelayedbecauseofthebadweather.LookandLearnDialogueReadingLearnMore1NewWordsandPhrases接机服务应注意哪些环节？Whenreceivingguestsattheairport,takewelcomeboardwithyouandraiseitwhileyouarewaiting.Ifthereisanychange—delayorcancellationoftheflight,contacttheChiefConciergeassoonaspossibleandwaitforfurtherinstructions.Whentheguestsarrive,greetthempolitelywithafriendlysmile.Thenhelpthemwiththeluggagetothehotelcarorlimousinewaitingoutsideintheairportparkinglot.Onthewaybacktothehotel,introducethecityandsomebeautifultouristattractions.机场迎宾时，应高举接机牌等候客人。如果有变化——航班延误、航班取消，要及时与礼宾部领班联系，等候下一步指令。客人到达之后，面带微笑，礼貌问候，然后帮助客人把行李搬到停在停车场的酒店轿车或豪华客车上。在回酒店的路途中可向客人介绍城市和旅游景点。LookandLearnDialogueReadingLearnMore1NewWordsandPhrasesA.MatchtheEnglishwiththeChinese.Drawlines.welcomeboard

礼宾部领班theChiefConcierge

友好的微笑furtherinstructions

接机牌afriendlysmile

进一步的指示touristattractions

旅游胜地B.TranslatethefollowingsentencesintoChinese.1.

Whentheguestsarrive,greetthempolitelywithafriendlysmile.2.Helpguestswiththeirluggagetothehotelcar.

3.Whenreceivingguestsattheairport,takewelcomeboardwithyouandraiseitwhileyouarewaiting.

客人到达之后，面带微笑，礼貌地问候

帮助客人把行李搬到停在停车场的酒店的轿车或豪华客车上。

机场迎宾时，举着接机牌等候客人。LookandLearnDialogueReadingLearnMore1NewWordsandPhrasesLearnMorePayattentiontobuildupafriendlyrelationshipbetweenguestsand

staff.LookandLearnDialogueReadingLearnMore1NewWordsandPhrasescustoms['kʌstəmz]n.海关trolley['trɔli]n.手推车parking[ˈpɑ:kiŋ]n.泊车位delay[di'lei]v.延迟baggage['bæɡidʒ]n.行李chief[tʃi:f]adj.级别最高的，为首的concierge[kɔnsi'ɛəʒ]n.礼宾部instruction[in'strʌkʃən]n.指示attraction[ə'trækʃən]n.具有吸引力的事物parkinglot停车场welcomeboard接机牌ChiefConcierge礼宾部领班touristattractions旅游景点Lesson2WelcomingtheGuestsandCheck-inGoalUsestandardEnglishtoreceiveguestsandhelpthemcheckin.LookandLearnDialogueReadingLearnMoreWordsandPhrasesLookandLearnDialogueReadingLearnMore2NewWordsandPhrasesLookandLearnWritethecorrecttermsbelowpictures.register

hotellounge

porter/bellboyluggage

cartpassport

servicebrochureservicebrochurehotelloungeluggagecartregisterbellboypassport2顾客MaryBush（B）走进花园酒店，行李员John（J）将她带到前台工作人员Cathy（C）那里办理入住，手续办好后又将她送到了房间。J:Goodevening,Madam.WelcometoGardenHotel.IamJohn.MayIhelpyouwithyourluggage?B:Thankyou,John.J:Howmanypiecesofluggagedoyouhave?B:Three,onesuitcaseandtwohandbags.J:Allright.Letmeshowyoutothefrontdesk.Thisway,please.B:Thankyou.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases2顾客MaryBush（B）走进花园酒店，行李员John（J）将她带到前台工作人员Cathy（C）那里办理入住，手续办好后又将她送到了房间。(atthefrontdesk)C:Goodevening,welcometoourhotel.MayIhelpyou?B:Goodevening.I’dliketocheck-in.C:Haveyoureserved?B:Yes,Imadeareservationlastweek.C:What’sthename,please?LookandLearnDialogueReadingLearnMoreNewWordsandPhrases2顾客MaryBush（B）走进花园酒店，行李员John（J）将她带到前台工作人员Cathy（C）那里办理入住，手续办好后又将她送到了房间。B:MaryBush.C:Justamoment,please.Letmehaveacheck...Wouldyoupleaseshowmeyourpassportandregisterhere?B:Okay.Hereyouare.C:Hereisthekeycard.B:Iamtiredafterfourhours’flight.Doyouhavehotwatershower?LookandLearnDialogueReadingLearnMoreNewWordsandPhrases2顾客MaryBush（B）走进花园酒店，行李员John（J）将她带到前台工作人员Cathy（C）那里办理入住，手续办好后又将她送到了房间。C:Yes,weoffer24-hourhotwaterservice.Oryoumaytakea

saunainourhotel,that’sfreeserviceforourhotelguests.C:Thebreakfastisservedatthehotelrestaurantonthe3rdfloorfrom7a.m.to9a.m..Andthesearethevouchersforyourbreakfast.B:Thankyou.C:Wearealwaysatyourservice.Doyouneedmorning-callservice?B:Yes,please.8:00a.m.fortomorrowmorning.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases2顾客MaryBush（B）走进花园酒店，行李员John（J）将她带到前台工作人员Cathy（C）那里办理入住，手续办好后又将她送到了房间。(Aftertheguestfinishedcheck-in)J:Finished,Madam?B:Finished.J:MayIhaveyourroomcard?B:Yes,hereyouare.J:Thanks.Yourroomnumberis1206,Mrs.Bush.Iwillshowyoutoyourroom.Thisway,please.B:Thankyou.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases2顾客MaryBush（B）走进花园酒店，行李员John（J）将她带到前台工作人员Cathy（C）那里办理入住，手续办好后又将她送到了房间。(atRoom1206)J:Hereweare,Mrs.Bush.Room1206.Letmehelpyouopenthedoor...MayIputyourluggagehere?B:Thankyouverymuch.J:That’smyjob.Howdoyoulikethisroom?LookandLearnDialogueReadingLearnMoreNewWordsandPhrases2顾客MaryBush（B）走进花园酒店，行李员John（J）将她带到前台工作人员Cathy（C）那里办理入住，手续办好后又将她送到了房间。B:Itisverycozy.Ilikeitverymuch.J:Ifyouhaveanyrequirementsorhavesomedifficulties,thereisahotelservicebrochureonthedesk.B:That’sgreat.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases1.Themorning-callisat

.2.Iwillsay

whenIhelptheguestswiththeirbags.3.Iwillsay

whenIkeepguestswaiting.LookandLearnDialogueReadingLearnMore2NewWordsandPhrasesA.Matchthetermswiththecorrectmeanings.Drawlines.B.Practicethedialogueinpairsandfillintheblanks.musementorteroach1.check-in

2.register

3.sauna

4.cozy

a.whichisrequiredinordertoobtainroomserviceforthestayb.warm,comfortableandsafec.toputinformation,especiallyyourname,intoarecordinahoteld.aroomwhichisheatedtoahightemperature,usuallywithsteamLookandLearnDialogueReadingLearnMore2NewWordsandPhrases饭店的门面——前厅部Thedutyofthefrontdeskistowelcometheguests,completetheprocessofcheck-inandcheck-out,arrangethedailyworkanddealwithemergencies.Theconciergedeskisonepartoffrontdeskservice.Itisinchargeofthelimousineserviceandtheluggage.Theguestsalwaysturntothefrontdeskforhelpwhentheygetintotroubleorwanttoenjoythemselvesduringtheirstayatthehotel.Sotheserviceofthefrontdeskcangivethegueststhemostimportantimpressions.前厅部的主要职责是接待客人，为客人办理住店和离店手续，安排日常工作，处理紧急事务。礼宾部是前台的一部分。它主要负责接机服务和行李搬运。客人遇到问题或者想在住店期间放松一下时大多会找到前厅部。因此，前厅服务的好坏在客人的脑海里面印象最深。LookandLearnDialogueReadingLearnMore2NewWordsandPhrasesA.Writethecorrecttermsbelowpictures.check-in

frontdesk

conciergedeskfrontdeskcheckinconciergedeskLookandLearnDialogueReadingLearnMore2NewWordsandPhrasesB.ReadthetextagainandcircleYesorNo.1.Theconciergedeskisonepartoffrontdeskservice.

2.Theserviceoftheconciergedeskcangivetheguestthe

most

importantimpressions.

3.Theguestsalwaysturntothefrontdeskforhelp.

yesnoyesLookandLearnDialogueReadingLearnMore2NewWordsandPhrasesLearnMore1.Howmanytwin-bedroomshaveyoubooked?2.Doyouneedthebellboytoshowyouup?3.Enjoyyourstayinthehotel.4.Quickandefficientreceptionwillhelptheguestsrestintimeafteroneday’sjourney.5.Thereceptionservicewithpassionmaymakeguestsfeelathome.6.Whenguestsgetoutofthecar,thedoormanshouldopenthecardoorforthemandsay“Mindyourhead,please.”您预订了几个双人间？您需要行李员带您上去吗？祝您住店期间愉快。快速高效的入住登记能方便客人在一天旅行之后得到及时的休息。酒店前台的热情接待能让客人有宾至如归的感觉客人下车时，门童应帮客人开车门并提醒客人“小心碰头”。LookandLearnDialogueReadingLearnMore2NewWordsandPhraseslounge[laundʒ]n.休息厅，休息室porter['pɔ:tə]n.行李员brochure['brəuʃuə]n.小册子shower['ʃauə]n.淋浴sauna['sɔ:nə]n.桑拿浴voucher['vaʊtʃə]n.餐券cozy['kəuzi]adj.舒适的requirement[riˈkwaiəmənt]n.要求emergency[i'mə:dʒənsi]n.紧急情况charge[tʃɑ:dʒ]n.掌管impression[im'preʃən]n.印象frontdesk前台morning-callservice叫醒服务dailywork日常工作conciergedesk礼宾部inchargeof负责Lesson3DailyServiceGoalUsefluentEnglishtoservethespecificneeds.LookandLearnDialogueReadingLearnMoreWordsandPhrasesLookandLearnDialogueReadingLearnMore3NewWordsandPhrasesLookandLearnWritethecorrecttermsbelowpictures.airconditioner

towel

washsetwashsettowelairconditioner3客人Michael（M）入住房间后，对房间设施及房间位置不满意，前台服务员Celeste（C）接听了电话。交流过程中，Michael顺便对房间做了延期。C:Goodafternoon,frontdeskservice.WhatcanIdoforyou?M:I’mstayinginroom1243.Iwanttochangearoom.C:MayIhaveyourname,sir?M:MichaelGreen.C:Mr.Green,couldyoutellmethereasonofchangingtheroom?LookandLearnDialogueReadingLearnMoreNewWordsandPhrases3客人Michael（M）入住房间后，对房间设施及房间位置不满意，前台服务员Celeste（C）接听了电话。交流过程中，Michael顺便对房间做了延期。M:Ithinkthereissomethingwrongwiththeairconditionerintheroom.C:Haveyoupressedthebuttononthebedsidecabinet?M:Yes,I’veturnediton,butitwasstilloutofwork.C:Okay,I’llsendsomeoneuptorepairit.M:MayImovetoanotherroomfartherawayfromit?Thereistoomuchnoise,fortheroomisnexttothebaggageelevator.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases3客人Michael（M）入住房间后，对房间设施及房间位置不满意，前台服务员Celeste（C）接听了电话。交流过程中，Michael顺便对房间做了延期。C:I’mawfullysorry,Idoapologize.Haveyouusedthewashset,thetowel,orotherroomservices?M:Notyet.C:That’sgood.I’llchangeanotherroomforyou.Howaboutroom1228,whichisfarawayfromtheelevator?M:Allright.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases3客人Michael（M）入住房间后，对房间设施及房间位置不满意，前台服务员Celeste（C）接听了电话。交流过程中，Michael顺便对房间做了延期。C:AnythingelseIcandoforyou?M:Thefairherewillbeended4dayslater,soIwanttoextendmystay.C:Forhowmanymoredays?M:Iwanttostayanothertwonights.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases3客人Michael（M）入住房间后，对房间设施及房间位置不满意，前台服务员Celeste（C）接听了电话。交流过程中，Michael顺便对房间做了延期。C:Letmeseeifwehaveanyrooms...Yes,westillhaveseveralopenings.Butroom1228hasbeenreservedatthattime.I’mafraidthatyouhavetomovetoanotherroom,room1220withafrontview.M:Isitalsoaquietroom?C:I’msorrytoinformyouthatitisaroomfacingthestreet.Youknowitisthepeakseason.Mostoftheroomshavebeenbookedaheadofthedate.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases3客人Michael（M）入住房间后，对房间设施及房间位置不满意，前台服务员Celeste（C）接听了电话。交流过程中，Michael顺便对房间做了延期。M:Okay.I’lltaketheroom.C:Sir,wouldyouliketocomedowntothefrontdesk?Let’smakeanextensionofyourstayanddealwithyourroomchanging.M:I’llberightthereafewminuteslater.C:Seeyouthen.Good-bye.M:Thankyouverymuch.Good-bye.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases3A.Fillintheblanksandchangetheformsifnecessary.LookandLearnDialogueReadingLearnMoreNewWordsandPhrasesapologizeinformextendwrongwithfaraway1.Helives

fromus.2.What’s

theheater?3.We

forthisinconvenience.4.I’dliketo

ourstayfortwodays,forwehavetotakepartinsomebusinessactivities.5.Sorry,wefailedto

youimmediately.farawaywrongwithapologizeextendinform1.WhydoesMichaelwanttochangehisroom?2.DoesMichaelchangehisroomsuccessfully?3.WhatroomdoesMichaelfinallystayin?3B.Practicethedialogueinpairsandanswerthefollowingquestions.LookandLearnDialogueReadingLearnMoreNewWordsandPhrasesTheairconditionerdoesnotwork,andtheroomistoonoisy.Yes,hedoes.Room1228.LookandLearnDialogueReadingLearnMore3NewWordsandPhrases处理客户来电Whenaguestcallsyoutoasksomethingheisnotsureortomakeacomplaintaboutsomething,besurenottoarguewiththeguest.Instead,tryyourbesttomakeclearwhatitis.Certainlyyoucanasktheguestsomequestions,sothattheguestcanhaveachancetoexplain.Figureoutwhatthematteris,andhanditovertotherelateddepartmentassoonaspossible.Forexample:当客人打电话来询问某事或者因某事向你投诉时，千万不要和客人争论，而应尽你所能弄清情况。当然，你还可以向客人提问题，这样客人也有机会解释。了解状况后应尽快将问题移交相关部门。例如：LookandLearnDialogueReadingLearnMore3NewWordsandPhrases处理客户来电LookandLearnDialogueReadingLearnMore3NewWordsandPhrasesFillintheblanksaccordingtothetext.FrontDeskBusinessCenterFoodandBeverageDepartmentHousekeepingDepartmentFitnessCenterLookandLearnDialogueReadingLearnMore3NewWordsandPhrasesLearnMoreUsefultips.1.Eachhotelguesthopestheroomcouldbequietandfullyequippedwhenhe/shechecks-in.Soequipmentinthehotelshouldbedetectednormally,andbepromisedtoworkwell.2.Solvingproblemsforthehotelguestseffectivelyandtimelyisoneoftheimportantsteps,whichcouldgivetheguestsgoodimpressionsofthehotel.客人到达酒店后，都希望入住的房间环境安静、设备齐全。因此，酒店方面应当经常检测房间各项设备是否能正常运作。及时有效地为入住客人解决相关问题是酒店给客人留下美好印象的重要环节之一。LookandLearnDialogueReadingLearnMore3NewWordsandPhrasesLearnMoreUsefultips.3.Iftheguestcannotcontinuetostayintheroomwhereheisstayingnow,introducethenewroomandtheroomratetotheguestandthetimeofchangingtheroomaswell.4.Whenchangingaroom,iftherateofthenewroomisdifferent,youshouldexplainittotheguestclearly.如果客人不能继续住在他现在住的房间里，要向客人介绍新的房间、房价，及换房的时间。办理换房手续时，如果新房间的房价不一样，要跟客人讲清楚。LookandLearnDialogueReadingLearnMore3NewWordsandPhrasescabinet['kæbinit]n.床头柜awfully['ɔ:fli]adv.非常地apologize[ə'pɔlədʒaiz]v.道歉fair[fɛə]n.商品交易会extend[iks'tend]v.延长inform[in'fɔ:m]v.告诉，通知ahead[ə'hed]adv.在（某人或某事物的）前面extension[iks'tenʃən]n.延伸figure['fiɡə]v.有可能；认为，料想related[ri'leitid]adj.有关系的safe[seif]n.保险箱，保险柜beverage['bevəridʒ]n.饮料fitness['fitnis]n.健康conference['kɔnfərəns]n.会议airconditioner空调makeacomplaint抱怨，投诉arguewithsb.与某人争论figureout弄清楚，解决，想出handover移交Lesson4CheckingOutGoalHelpguestscheckoutoftheirrooms.LookandLearnDialogueReadingLearnMoreWordsandPhrasesLookandLearnDialogueReadingLearnMore4NewWordsandPhrasesLookandLearnWritethecorrecttermsbelowpictures.claimtag

cash

left-luggageofficetraveller’scheque

handbag

suitcasecashtraveler’schequeleft-luggageofficehandbagsuitcaseclaimtag4Dialogue1—Deliverguest’scasesMaryBush（B）准备离店，她请酒店行李员John（J）上楼搬运行李。J:Goodmorning,thisistheConciergeDesk.MayIhelpyou?B:Goodmorning,I’mgoingtocheckoutsoon.Couldyoupickupmyluggage,please?J:Certainly,madam.MayIhaveyourroomnumber,please?B:Yes,it’s1206.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases4Dialogue1—Deliverguest’scasesMaryBush（B）准备离店，她请酒店行李员John（J）上楼搬运行李。J:Pleasewaitforamoment...Goodmorning,madam.I’vecomeforyourbags.B:Thankyou.Couldyoutakethesetwosuitcases,please?Iwillbringthehandbagwithme.J:Certainly,madam.Twosuitcases?B:Yes.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases4Dialogue1—Deliverguest’scasesMaryBush（B）准备离店，她请酒店行李员John（J）上楼搬运行李。J:Isthereanythingvaluableorbreakableinthem?B:No.J:Thisisyourclaimtag,madam.WewillkeepyourbagsattheConciergeDesk.Couldyoupickthemupthere,please?B:Certainly.Thankyou.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases4Dialogue2—CheckOut客人MichaelGreen（G）结束了这几天的行程，他来到酒店的前台结账，并打算寄存行李。Jenny（J）接待了他。J:Goodmorning,sir.WhatcanIdoforyou?G:Myname’sMichaelGreen,andIwasinroom1220.I’dliketocheckouttoday.CanIhavemybillnow?J:Certainly,Mr.Green.Waitamomentplease.Letmeseethelist...Haveyouusedanyhotelservicesortakeanythingfromthemini-bar?G:No,Ihaven’tusedanyservicesortakenanythingfromthemini-bar.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases4Dialogue2—CheckOut客人MichaelGreen（G）结束了这几天的行程，他来到酒店的前台结账，并打算寄存行李。Jenny（J）接待了他。J:Didyouhavebreakfastatthehoteldiningroom?G:Yes,Ijusthavebreakfastthereandpaidcash.J:It’sfine.Servicechargeforfournights,US$88foreach,andalsothemealsthatyouhaveatthehotel.ThosemakeatotalofUS$525,orRMB3,307.5.Today’sexchangerateontheboardis6.30yuanforoneUSdollar.Pleasecheckit.G:OK.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases4Dialogue2—CheckOut客人MichaelGreen（G）结束了这几天的行程，他来到酒店的前台结账，并打算寄存行李。Jenny（J）接待了他。J:Thankyou,Mr.Green.Whatcurrencydoyouwanttopay?G:USdollars.J:Wouldyouliketopayincashorbycreditcard?G:Creditcard.Hereyouare.J:Thankyou.Couldyousignhere,please?LookandLearnDialogueReadingLearnMoreNewWordsandPhrases4Dialogue2—CheckOut客人MichaelGreen（G）结束了这几天的行程，他来到酒店的前台结账，并打算寄存行李。Jenny（J）接待了他。G:Fine.CanIleavemybaggageatthefrontdeskwhileIhavelunch?J:Certainly.Ifyouspeaktothebellboy,he’lltakecareofit.G:Thankyou.J:It’smypleasure.Thankyouforyourcoming.Pleasedropinagain.Good-bye.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases4LookandLearnDialogueReadingLearnMoreNewWordsandPhrasesA.Fillintheblanksandchangetheformsifnecessary.takecareof

dropinto

checkout

bill

exchangeratedropin1.Wehopeyou

ourhotelsoon.2.Hereisyour

andpleasecheckit.3.Couldyou

mybaggage,please?I’llleaveforawhile.4.I’dliketo

today.CanIhavemybillnow?5.C