Lesson7　Working as a Receptionist 做一名前台接待员

A Vocabulary:Room Status Definitions

vacant and ready (待售房):The room has been cleaned, and is ready for use.

occupied (入住房):The room is registered to a current guest.

check-out (走客房):The guest has paid the bill and left the hotel.

sleep-out (外宿房):The room is reported as occupied, but the room was not used and the guest is not present.

stay-over (续住房):The guest will stay in the room at least one more night.

do not disturb (勿打扰房):The guest has requested not to be disturbed.

complimentary (免费房):The guest does not have to pay for the room.

skipper (逃账房):The guest has left the hotel without paying.

late check-out (延迟退房):The guest has requested and been given an extension of the regular check-out time.

New Words

1.status ['steɪtəs] n.情形；状况 4.register ['redʒɪstə] v.注册；登记

2.definition [,defɪ'nɪʃən] n.定义 5.complimentary [,kɒmplɪ'mentərɪ] adj.免费的

3.occupy ['ɒkjʊpaɪ] v.占用 6.skip [skɪp] v.悄悄溜走

B Put the following words in the correct order to make sentences.Then tick (√) the boxes to show which sentences are used by the receptionist.

C Brainstorming

Look at the picture below.A guest wants to check in at the hotel’s reception desk.What do you think the people are saying? Work in small groups, write down as many sentences as you can.Compare the sentences with the ones you made in Part B.

Exercises

7.1 Match the English expressions in Column A with their Chinese translations in Column B.

7.2 You’re a receptionist in a hotel.You may encounter some difficult situations and meet very different guests.The following are some example situations.How will you deal with them properly? Tick (√) the best answers.

1.A woman with a childish (孩子气的) hairpin (小发夹) on her head, wearing strange clothes and slippers, comes to the front desk of a 4-star hotel where you are working.She would like a room in your hotel.What do you do?

□ A.Tell her all rooms are taken.□ B.Ignore (不理睬) her.

□ C.Ask her politely to leave. □ D.Treat her like any other guest.

2.You know Miss Li, a tour guide, very well.When she arrives, how should you greet her?

□ A.Shake her hand. □ B.Smile and say “Hello”.

□ C.Say “Welcome to our hotel”. □ D.Call her name and hug her.

3.A guest doesn’t reply when you say “Good morning, sir.How may I help you?” to him.This is probably because ______.

□ A.he didn’t hear you □ B.you didn’t look at him when you spoke

□ C.he is a difficult guest □ D.he doesn’t understand English

4.You happened to meet Mr.Smith, one of the guests in your hotel on the bus.Which of the following questions might you ask him?

□ A.Do you have children? □ B.How old are you?

□ C.Do you like Chinese food? □ D.How much do you earn?

5.You are busy on the phone.Two other receptionists are looking after other guests.A newly arrived guest comes to the front desk.How should you do then?

□ A.Hang up at once and greet him. □ B.Hold the line and greet him.

□ C.Ignore him.□ D.Greet him with a nod and smile.

7.3 Cross out the sentences that might sound unfriendly or impolite, as the one shown in the second line.

It’s my pleasure. How may I help you, sir?

Could you spell that, please? What’s your name?

May I have your passport, please? Welcome to our hotel.

Do you want a room, sir? You can read it yourself.

Could you tell me your address? Would you like to check in, please?