Lesson11　Dealing with Check-in Disputes 处理入住登记纠纷

A You will hear two conversations at the reception desk of the Garden Hotel.Listen and fill in the missing information.

B Conversation

New Words

1.wear out 使精疲力竭 4.inconvenience [,ɪnkən'viːnɪəns] n.麻烦

2.desperately ['despərɪtlɪ] adv.极需要地 5.upgrade ['ʌpgreɪd] v.提高（设施）档次

3.apologize [ə'pɒlədʒaɪz] v.道歉C Listen to the rest of the conversation and then answer the following questions.

1.What kind of room does Mrs.Smith check into finally?

2.Why does she not take the deluxe rooms?

D Listen to the conversation in Part C again.Fill in the missing words below.

1.The __________ for a deluxe double is __________ Yuan higher than a double room.

2.That’s too __________.Do I have other __________?

3.A __________ room is 50 Yuan __________ than a double room.

Exercises

11.1 Oral Practice

Pair work.Role-play the following situations.

1.Student A:You have booked a single room and now want to check in, but the room is not ready.The receptionist suggests a deluxe room.You don’t want to pay more.

Student B:You are a receptionist.Suggest a deluxe room to the guest, but he declines(拒绝).Then you find him a twin room for the same price as a single room.

2.Student A:You are Mr.Green.After waiting for forty minutes, your room is still not ready.You want to find a hotel nearby.

Student B:You are a reservationist.Apologize for the inconvenience.Then help Mr.Green to get a room in the Garden Hotel which is just across the street.

11.2 Study the following useful expressions in the Front Office Department._______________

11.3 Match the English words with their Chinese translations.Then complete the following sentences.

1.May I have your___________, please?

2.Let’s meet them in the hotel ____________.

3.The receptionist works behind the ____________ of the hotel.

4.The ____________ will help you with the luggage and show you up to your room.

5.Do you have a ____________ with us?

6.A ____________ is generally very expensive.

7.Would you fill in the ____________, please?

8.How would you like to make your ____________?

A Funny Story

Does your dog bite?

A man went into a hotel and saw a large dog sitting next to the reception desk.

“Does your dog bite?” he asked the receptionist.

“No,” she said.So the man bent down to pet (爱抚) the dog.It jumped up and bit his hand.

“I thought you said that your dog didn’t bite.”

The receptionist got up from her seat and looked over her desk at the dog and replied:“That’s not my dog!”