全屏显示专题章节

Items from receptionist:registration form,room card,breakfast coupon,brochure,receipt

Dialogue 1　Confirming the Luggage with the Concierge

2.12 suitcases and 10 travelling bags

3.to note down their names on the tag

4.escort you to the check-in area

5.When will you send it up to our rooms

6.I’m afraid it will take a little bit longer

Concierge:Welcome to our hotel,sir.I’m Rio,chief concierge of the hotel.

Cheng Yu:Good morning.

Concierge:Is your luggage all here,sir?

Concierge:How many pieces?

Cheng Yu:There are 22 together.

Concierge:Let me count it...Yes,you have 12 suitcases and 10 travelling bags.Is that correct?

Cheng Yu:Exactly.Please tag the luggage.

Concierge:Alright.We’ll do that right away.Please take these luggage tags and ask your members to note down their names on the tag.

Cheng Yu:I’ll take care of it.Should they attach the tags to their luggage?

Concierge:Yes,thank you.Now,I’ll escort you to the check-in area,and leave your luggage to our bellmen who will put it in a neat line and net it near the entrance gate.

Cheng Yu:OK.When will you send it up to our rooms?

Concierge:We will do so after you have completed check-in and I get a copy of the rooming list from the front desk receptionist.

Cheng Yu:How soon will the luggage arrive in the room?

Concierge:Usually it’s about five minutes,but since yours is a large group and we have to send the luggage floor by floor,I’m afraid it will take a little bit longer.Oh,here you are at the check-in desk.

Dialogue 2　Check-in

1.We’d like to check in

2.tell me the name of your group

3.Here is the name list with the group visa

4.here are the vouchers for your breakfast buffet

5.We are always at your service

Clerk:Good morning.Can I help you?

Cheng Yu:Yes,please.We’d like to check in.

Clerk:Do you have reservations?

Cheng Yu:Yes,Chengdu CITS has booked 20 rooms for us from July 1st to July 3rd.

Clerk:Could you please tell me the name of your group?

Cheng Yu:The US Computer Association Delegation.

Clerk:Just a moment,please.Yes,20 twin rooms for three nights.

Cheng Yu:That’s right.Here is the name list with the group visa.

Clerk:Thank you.Here are the keys to the rooms.Do you need morning call service?

Cheng Yu:Yes,please.8:00 a.m.for tomorrow morning and 9:00 a.m.for the rest of the days.

Clerk:And here are the vouchers for your breakfast buffet.The breakfast will be served at the Jinjiang Restaurant on the 3rd floor.

Clerk:We are always at your service.We hope you will enjoy your stay with us.

Dialogue 3　Checking in the hotel and complaining facilities

1.Welcome to our hotel.How may I help you

2.Let me check the arrival list on the computer

3.to tidy up the rooms at once

4.Can you place a baby’s cot in their room

5.I hope you will enjoy your stay at our hotel

6.deliver the luggage to the rooms as soon as possible

7.That is something wrong with the tap

9.check your equipment

Receptionist:Good afternoon,sir.Welcome to our hotel.How may I help you?

Cheng Yu:Good afternoon! I am Cheng Yu,the local guide of Chengdu CITS.I have booked 20 rooms in your hotel.

Receptionist:Wait a minute,please.Let me check the arrival list on the computer.Yes,we are holding 20 twins for two nights for your group.

Cheng Yu:That is right.Are the rooms ready now? The guests got up so early in the morning that they are very tired now.

Receptionist:I’m sorry to say that 2 rooms are not ready yet.Our hotel is very busy today.But I will ask the housekeeping department to tidy up the rooms at once.

Cheng Yu:Please hurry up.By the way,there is a couple in my group who are travelling with their 13-month-old baby.Can you place a baby’s cot in their room?

Receptionist:Of course.But our hotel will have to charge an extra $10 per night for the cot.

Cheng Yu:Let me talk to the couple and see if they would like to pay.(a minute later) OK.Here is $20 for 2 nights.

Receptionist:Thank you.And Mr.Smith,do you have a group visa?

Joe:Yes,here you are.And this is my passport.

Receptionist:Thanks.Here are the room keys of your group.I hope you will enjoy your stay at our hotel.

Cheng Yu:Has the check-in luggage arrived? We’ve got altogether 26 pieces.

Receptionist:Yes.I will ask the bellman to deliver the luggage to the rooms as soon as possible.Here is your group visa and receipt.Please keep them well and hope you enjoy your stay.

Cheng Yu:What’s wrong with you,Mr.Smith?

Joe:That is something wrong with the tap.I couldn’t turn it off.That water is everywhere now.

Cheng Yu:Really? Let me tell the plumber in the hotel.

Plumber:Sorry,I’ll deal with it quickly.

Plumber:All right,everything is OK.

Joe:Thank you,but you should check your equipment before the guests come.

Plumber:I’m awfully sorry.It’s our fault.

Cheng Yu:My guest has put forward a piece of good advice to your hotel.For the long-run,you have to accept it.I hope you will not bring something unpleasant to any tourist.

Plumber:Yes,you are right.I’ll tell the manager as quickly as possible.I’m sure it will never happen again.

1.7 necessary and essential skills.

3.Ability to stay calm under pressure.

4.No.It is necessary to communicate with different people.

5.They need to wear the mask.

1.T　　2.F　　3.T　　4.T　　5.F

1.disappoint　　2.stamina　　3.interpersonal skills　　4.guideline　　5.pandemic

Part IV　Extensive Watching

Video 1　Hotel Check-in

1.F　　2.T　　3.T　　4.T　　5.F

1.What can I do for you? 　　2.glitch　　3.feel free　　4.fill out　　5.corridor

Receptionist:Good morning.Welcome to the Transnational Hotel.What can I do for you?

Guest:Good morning.My name is Tom Sanders.I have a reservation for a single room for three nights.

Receptionist:Alright,Mr.Sanders.Let me pull up your reservation...I can’t seem to find a record of your booking.Did you book the room directly through us,or did you use a hotel reservation service or a travel agent?

Guest:I booked it directly through you.I’ve already also paid a deposit on the first night.I have a reservation number if that helps.

Receptionist:Yes.Sure.Can I see that,please?...Thank you...(check out the computer) Oh,I see.Maybe there was a glitch with the booking system.Well,we don’t have any more single rooms available,with the exception of one adjoined room.But,you would then be right next door to a family with children,which might get noisy.But that’s not a problem.I can upgrade you to one of our business suites.They all come with jacuzzis!

Guest:Oh! That sounds nice.But how much more is that going to cost?

Receptionist:That would of course be at no extra charge to you.

Receptionist:My pleasure.

Guest:What about the wireless internet?

Receptionist:Oh.It’s really easy.This is your access code and instructions on how to use it.If you have any problems,feel free to call the front desk.And this is a list of all the hotel amenities,like the gym and the indoor pool.

Guest:Ah.Thank you very much.

Receptionist:You’re welcome.Has the valet already taken your car or will you be needing a parking pass?

Guest:Oh.I don’t have a car.I took a taxi from the airport.

Receptionist:Alright.Could I have some form of ID please? And could you just fill out this registration form?

Guest:Sure.Here’s my driver’s license.

Receptionist:Thank you.Oh,you’re from San Francisco.

Guest:Yes,I am.All the way from the west coast!

Receptionist:I hope you had a good trip.

Guest:Yes.I did,thank you.That flight was long,but it was smooth and I slept almost the whole way.

Receptionist:And is this your first time in the Big Apple?

Guest:Yes,it is.I have a business conference to attend,but I’m looking forward to getting some sightseeing done as well.

Receptionist:Well,I’d be more than happy to give you some sightseeing tips if you need any.

Receptionist:Alright.I’ve got you all checked in to your room.This is your room key.You’re in room 653.Just take the elevator on the the right up to the 6th floor.When you get off the elevator,turn right.Your room is at the end of the corridor on the left-hand side...Just leave your suitcase here and the bellboy will bring it up.

Guest:Great.Thank you very much.

Receptionist:If you need anything please feel free to dial the front desk.Enjoy your stay.

Receptionist:You’re welcome.

Video 2　Mad hotels

1.unique　　2.overnight　　3.complain　　4.elevator　　5.manages

1.The Propeller Island City Lodge is one of the zaniest hotels in Berlin.

3.You can either take an elevator or climb to the first platform,then you climb through the pipes to your apartment.

4.Seventeen meters above the sea.

Narrator:The Propeller Island City Lodge is one of the zaniest hotels in Berlin.It has 30 rooms.Each and every one is unique and anything but conventional.

Stroschen:This is the Forest room and here our guests sleep on a pile of wood.And you can lift this up and we have a place to stow suitcases.This is an inhabitable piece of artwork.And the idea behind it is that when you close the door and shut the windows and hear the music that was especially composed for that particular room,if you give in to it you can beamed to a completely different planet.

Narrator:You won’t find massive rooms here.Nonetheless,the selection is extensive.In the Propellor Island Hotel you can stay overnight in rooms that range from odd to frightening.

Stroschen:The coffins are built so that you can lie down in them.You can sleep with the cover closed if you want.There’s a ventilation slit here,and there are more down here,so nothing can happen if you sleep inside it.It’s cozy.

Narrator:Many of the rooms are pretty bizarre and are reminiscent of a video game or a world of science-fiction.The hotel can’t complain about the influx of guests.Foreign guests are particularly enthusiastic.

Change of scenery—we are in Harlingen in the Dutch part of Friesland.The weirdest hotel here is the Harbour Crane Hotel.You can either take an elevator or climb to the first platform,then you climb through the pipes to your apartment.The roof has a terrace with places to sit.The glorious and airy view into the distance is included.Seventeen meters above the sea,a view for two alone—it’s hard to top that for romance.The Crane Hotel always manages to make its guests happy.A romantic interlude for two in a crane,a madly beautiful hotel.

Part V　Case Study—Emergency When Travelling

1.What do you think of this room?

2.I was awfully sorry for the inconvenience

3.the room is facing to the west

4.I could talk with the hotel manager about it

5.And you will be charged more room rates

Part VI　Do You Know？

1.Bellman responsibilities include assisting guests with making arrangements for local activities,helping guests buy tickets to shows or local attractions,making reservations at restaurants and arranging for a massage or spa treatment,getting a rental car,as well as calling for and to hire a cab for guests.

2.Most bellman duties are learned on the job,so the more experience you have generally makes you more valuable.Additionally,the longer you work in bell service,the more your base salary increases.

4.In general,a bellman’s position is an excellent opportunity for individuals seeking an entrylevel position in the hospitality industry.Some establishments prefer at least a year of previous experience,but others offer on-the-job training.To be successful in this position,it is important for the individual to be personable,patient,and enjoy working with others.

5.It refers to a man or boy employed in a hotel,club,etc,to carry luggage and answer calls for service.You’ll find bellmen at hotels,train terminals,airport terminals,ports and other travel hubs where people need assistance.