全屏显示专题章节

1.1　1.I 　2.G　3.J　4.K　5.C　6.H　7.B　8.F　9.D　10.E　11.A

A-B.1.⑤　2.②　3.①　4.③　5.④

Lesson 3________________________________________________________

3.2　1.B　2.E　3.A　4.C　5.D

A.1.New York　2.Suite 3.Two 4.30 5.0035-6722-5342

B.1.Beijing, Friendship　2.July　3.980　4.quiet, suite　5.6:30 p.m.

4.3　“Dear Mr.Smith”中, Mr.→ Ms.

“I am happy to inform you that we do have a double room with a king-size bed with balcony available for you from May 21st to 26th ”中，a double room → an executive room, a king-size bed → twin beds.

“The cost of the room without breakfast is 1688 ”中，without → with.

A.1.six 2.over 3.reservationist 4.checks 5.any

6.address 7.party 8.sends 9.making 10.Finally

A.1.Internet　2.Star　3.Friendship　4.15　5.triple room

6.2　1.D　2.E　3.A　4.H　5.B　6.C　7.J

8.F　9.G　10.I　11.K

Unit Two Hotel Check-in

B.√ 1.Do you have a reservation?

2.I’d like to check in.

√ 3.How may I help you?

√ 4.May I have your name, please?

√ 5.Welcome to our hotel.

6.I booked a twin room last Thursday.

√ 7.How will you be paying?

8.I’d like a double room.

7.1　1.F 2.E 3.B 4.H 5.G 6.D 7.A 8.C 9.I

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

A.guests, out, reservations, passports, pay, keys, bellboy, wishes 8.1　E, A, D, C, G, F, B

A.Hello, sir.What do you want? ×

Good evening, ma’am.Your name, please? ×

Hello, Mr.Smith.Back again? ×

9.2 3 Do you have a reservation?

5 Wait a minute, please.Let me check.Oh, yes, we have your reservation.

8 Certainly.Here you are.

6 Good.And I want a room overlooking the garden, if possible.

7 We can arrange that for you.May I have your passport to fill out your registration form?

1 Good evening, ma’am.How may I help you?

2 Yes, I’d like to check in.

11 Thank you, Miss White.Here is your room key.Have a pleasant evening.

4 Yes, I booked a single room.My name is Alice White.

9 How would you like to make your payment?

9.3 1.我们酒店设施非常完备，是一流的国际酒店。

2.如果您愿意的话，我可以帮您打电话问问国际饭店是否有空房间。

3.很高兴我们能接受您延长住宿的要求。

4.在您离开宾馆之前请不要忘记交回钥匙。

5.恐怕最后的两个晚上我们得麻烦您换一下房间。

A.1.地铁　2.行李　3.电梯　4.支票　5.停车场　6.占线的　7.壁橱　8.往返票

10.2 1.engaged　 2.cheque 3.car park 4.return

5.underground　6.lift　 7.luggage 8.wardrobe

10.3 1.F 2.D 3.B 4.A 5.H 6.G 7.E 8.C

D.1.price, 210 2.expensive, choices 3.twin, cheaper

A.1.837 2.3,901 3.43,290 4.530,040

5.861,313 6.1,938,483 7.38,400,372 8.49,201,743

9.31,700,065 10.48,394,215 11.72,839,502 12.502,037,858

1.No.The word “empty” here means nothing inside, no bed, no tables, no curtains..., nothing.While“vacant” means not in use, not occupied by people.

2.淡季；off season/low season

Unit Three Concierge Service

A.1.bowling alley 2.Chinese restaurant 3.indoor swimming pool 4.bar 5.car park 6.conference room 7.fitness center 8.billiard room 9.business center 10.sauna

B.Japanese restaurant, Chinese restaurant, business center, indoor swimming pool,Western restaurant, bar, billiard room, bowling alley, gift shop

C.1.services, reservations 2.two, Japanese, bar 3.fully 4.health, fitness 5.facilities 6.gift shop, basic necessities 7.book, room 8.through

13.1 1.E 2.D 3.G 4.J 5.I 6.F 7.C 8.B 9.K 10.H　11.A

Lesson 14 14.2　(Open)

A.1.do some shopping, subway 2.business center, closed

B.1.stores, shops 2.subway 3.elevator 4.end 5.24-hour

15.3 1.C 2.A 3.F 4.B 5.D 6.G 7.E

15.4 1.F 2.F 3.T 4.T

A.facilities, refrigerator, board, each, apartment, cozy, overlooking

位于酒店一层，可为您提供问讯、留言、邮政、行李运送、租车和轮椅等服务。

居住本酒店的客人可有偿使用酒店地下停车场。

康乐中心24小时提供专业水准的保健按摩服务。下午2:00至凌晨2:00可预约高级专业技师。

营业时间：早9:00至晚9:30

位于酒店一层的购物中心可供宾客选购名品瓷器、奇石木雕、字画和精美工艺品。

有关出租车事宜，请与大堂礼宾部联系。

旅游观光和导游服务，请与大堂礼宾部联系。

7.游泳池&健身房

位于饭店地下室的游泳池和健身房对住店客人免费开放。

B.1.airline　2.International 3.passports　4.1,460 5.tickets

A.1.8th　2.It’s too expensive.3.non-smoking　4.H-a-g-a-d-o-r-n

Unit Four Guest Service Center

B.bar business center 3 front desk

concierge 4 fitness center 1 gift shop 2

C.1.put, through 2.Hold, line 3.being, connected 4.concierge

D-E.Asking for connecting certain department/person

Could you put me through to the fitness center, please?

Could I have the concierge, please?

Could I speak to someone in the business center, please?

I’d like to speak to Nancy Lee at the gift shop.

Asking someone to wait

Hold the line, please.

Just a moment, please.

Could you hold, please?

Informing the connecting

Your call is being connected

You’re through now.

It’s ringing for you.

I’m connecting you to the gift shop.

19.1　1.F 2.A 3.B 4.G 5.D 6.E 7.C

19.2　1.speak 2.hold 3.through 4.mind 5.moment 6.not 7.later 8.in

19.3　1.A 2.B 3.B 4.B 5.B

C.Because the line is busy/engaged.

B:Oh, hello, Peter.This is Alice./ It’s Alice.

B:I’m fine.Thanks.And you?

B:Oh, good evening, Felix.This is Helen./ My name is Helen.

20.3　1.speak, to, line, leave, back, in

2.that, moment, message, give, have, number

B.1.guest’s 2.answering 3.take 4.call, soon, returns 5.last, name

A.the hotel name:√ Red Rose Hotel

the hotel operator name:×

the hotel guest’s name:√ Lucy Smith

the hotel room number:√ 1524

the pick-up place:√ hotel gate

the time:√ 8:15 a.m.

the telephone number:√ 6835-2857

B.1.connecting 2.no, reply 3.message 4.make, sure

22.2　1.C 2.E 3.D 4.A 5.F 6.B

22.3　1.E 2.C 3.D 4.A 5.B

B.1.T　 2.F 3.T 4.F 5.F 6.F 7.T

A.1.Japanese　2.Ramen, Sashimi　3.Sushi　4.underground

24.2　1.enjoy　2.delayed　3.leaf lets　4.deliver

5.express　6.issue　7.assistant　8.message

9.appreciate　10.operator　11.patient

24.3　1.F　2.D　3.G　4.A　5.E　6.B　7.C

Unit Five Handling Guest Complaints

C.1.May I have your name and room number, please?

2.How many pieces of luggage do you have?

3.Could you tell me what it looks like?

4.Does it have a tag with your name on it?

25.1　A.6 B.5 C.1 D.3 E.2 F.4

25.2　1.Can 2.terribly 3.Get 4.inconvenience 5.apologize 6.assistant manager

7.can’t 8.look, right away 9.happen 10.wait 11.bringing

25.3　1.B 2.B 3.A 4.A 5.A

B.1.Room 315 2.Alice 3.5983-2784 4.Italy

27.3　4.× 10.× 11.× 15.× 16.×

28.2　1.√ 4.√ 5.√ 6.√ 7.√

28.3　1.A 2.A 3.B 4.A 5.B

A.1.service　2.complaints　3.aspects　4.results　5.criticisms　6.staff

29.3　1.please, registration 2.departure 3.cancellation 4.guaranteed

5.flight 6.cost 7.apologize 8.pleasure

A.1.midnight 2.noise 3.assistant 4.apologized 5.knocked

6.volume 7.nodded 8.lower 9.staff 10.sound

2.No, there is nothing wrong.

3.He opened the pizza upside down.

30.2　1.begging 2.steak 3.wrinkled 4.reimbursed 5.ignored

6.damp 7.necklace 8.complained 9.uneatable 10.obvious

11.damaged 12.assure 13.rare 14.stains

Unit Six Checking Out

B.1.draw, up 2.checking 3.moment, calculate 4.pay, bill

C.Asking to check out

I’m checking out.Could I have my bill?

I’d like to pay my bill.

I’d like to check out.

I’d like to settle my bill.

I’ll draw up the bill for you.

Let me calculate the bill.

I’ll get the bill ready.

Let me prepare the bill.

31.1　1.E 2.D 3.I 4.A 5.B 6.J 7.F 8.C 9.H 10.K 11.G

31.2　1.use 2.number 3.bill 4.hotel 5.card 6.cash 7.service

8.deposit 9.change 10.kind 11.payment 12.checks 13.mistake 14.out

A.1.May I have your name, please?

2.Could you give me your room key?

3.How will you be paying?

4.How would you like to pay?

5.Have you used the mini-bar today?

6.Your bill comes to 2,495 Yuan.

7.The bill totals 3,627 Yuan.

8.Have a good trip home.

B.1.using 2.cash 3.work 4.available 5.popular 6.credit

7.carry 8.cash 9.instead 10.money 11.paying 12.more

33.2　1.F 2.H 3.B 4.E 5.C 6.A 7.G 8.D

饭店会计必须保持最新的客人账单记录。过账必须随时进行，过账是把花费的项目记录进账。而且，客人的过账不仅是显示房费，还要包括客人其他的花费，如客房送餐费用、电话费、洗衣费、干洗熨烫费和餐厅账单。所有的费用过账后，夜班审计员检查这些记录的准确性。当客人拿到他们的账目或账单时，必须是准确反映正确的房费和其他费用。

前台出纳员负责收费，并且知道不同货币的汇率。当然，帮助处理财务的是信用调查员。他也检查饭店客人的财务信用。这种检查不仅限于所有的客人，还包括与饭店有生意往来的所有的个人和公司。

A.Alice Cooper:Room 1229.Her bill comes to 2,746 Yuan.She pays by credit card.

Mike Brown:Room 721.His bill comes to 1,935 Yuan.He pays in cash.

Jim Wood:Room 608.His bill comes to 4,837 Yuan.He pays by credit card.

William Whitehead:Room 369.His bill comes to 3,832 Yuan.He pays with traveler’s checks.

34.3　1.B 2.B 3.A 4.A

35.2　1.sign your name

2.the money you overpaid

3.room service you ordered

4.I’d like to pay by credit card

5.Please check to see

7.your change and receipt