全屏显示专题章节

R:Just a moment, sir… Yes, we have single rooms available at 230 Yuan per night.

R:May I have your name, please?

G:Sure.It’s Bill Swanson.

R:Could you spell that for me, please?

G:Bill, B-I-L-L, and Swanson is S-W-A-N-S-O-N.

R:Thank you.Could I have your telephone number, please?

G:Sure.It’s 139-4412-5678.

R:Very good.Mr.Swanson.A single room from May 1st to May 4th.Am I right?

G:Exactly.Thank you.

A.(R:Reservationist; G:Guest)

R:Good morning, Garden Hotel.How may I help you?

G:Yes, I’d like to book a double room from March 4th to March7th, please.

R:One moment, please… Yes, we have a room available.

G:What’s the room rate?

R:370 Yuan per night.Will that be all right?

G:Yes, that’s fine.

R:How would you like to pay?

G:I’d like to pay in cash.

R:May I have your name and telephone number, please?

G:Sure.My name is Peter Arnold.

R:Is that A-R-N-O-L-D?

G:Yes, that’s right.My telephone number is 0032-6754-1167.

R:Thank you, Mr.Arnold.A double room from March 4th to March 7th, and the telephone number is 0032-6754-1167.

G:That’s correct.Thank you.

R:It’s my pleasure.We look forward to your arrival.

A.(R:Reservationist; G:Guest)

R:Good morning, Beijing Friendship Hotel.How may I help you?

G:Good morning.I’m calling from New York and I’d like to book a suite.

R:For what dates, sir?

G:From July 28th to 30th.

R:Very good.May I have your name and telephone number, please?

R:Is that J-A-M-E-S?

G:Yes.That’s right.The number is 0035-6722-5342.What’s the rate, please?

R:It’s 980 Yuan per night.

G:OK.I’d prefer a quiet suite away from the street.

R:We’ll arrange that for you.What time do you expect to arrive, Mr.James?

G:Oh, around 6:30 p.m.Beijing Time, I suppose.

R:Thank you.So Mr.John James… a suite from July 28th to 30th.We look forward to seeing you.Goodbye.

A.There are six steps involved in the booking process.First, the reservationist receives an inquiry in person, over the phone, through the mail, by fax or through a central reservation system.Second, when a reservationist receives a reservation request, he first checks the hotel’s booking situation and sees if the hotel has any vacancies during the specified period.Third, the reservationist makes a reservation record, which should include the guest’s name, home address, telephone number, the number of people in a guest’s party, the expected time of arrival, and any special requirements.Fourth, the reservationist sends out a confirmation of the reservation.Fifth, the reservationist maintains the reservation record by making any changes or cancellations as needed.Finally, the reservationist produces management reports that summarize daily reservations activities.

A.(T:Travel Agent; G:Guest)

T:Hello, Happy Hour Travel Service, this is Lily speaking.How may I help you?

G:Yes, please.I plan to visit Shanghai with my two daughters, and I wonder whether you could help me decide which hotel to book.I searched the Internet and got interested in the Friendship Hotel,the Star Hotel, and Good Luck Hotel.

T:I would be happy to help, ma’am.Those three are excellent choices.It is an ideal choice for travelers interested in sightseeing.Friendship Hotel locates in the downtown area and is close to many scenic spots.

T:The Star Hotel situates near the sea.The hotel has its private beach.Guests can enjoy some quality family time undisturbed, and children can collect shells.As for Good Luck Hotel, it is newly built and well decorated.It is in the Development Zone.There is a big shopping mall, only two blocks away.The zoo is not far from it, and it takes only ten minutes there by subway.

G:Oh, thank you very much.Is there any discount on the hotels?

T:Oh, not at the Friendship Hotel.Let me check on the others.Could you please wait a second?

T:The Good Luck Hotel offers 15% off if you make a reservation one month ahead.The price is very reasonable.

G:Does the price include anything?

T:The price includes two buffet breakfasts per day.

G:That sounds nice.Could you book a triple room for me from May 16 to 18, please?

T:OK, hold on, please… I am sorry, all triple rooms are booked out.What about a family room or a queen room with two queen beds?

G:Well, in that case, a queen room with two queen beds would be f ine.

T:OK, I will make the reservation for you.

Unit Two Hotel Check-in

Find out if the guests have reservations.

Find the reservations in the computer for confirmation.

Ask the guests to show their passports and fill in the registration forms.

Ask the guests how they will pay.

Give the guests their room keys.

Call the bellboy to help the guests with their luggage.

A.(R:Receptionist; G:Guest)

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

G:Good evening.My name is Lucy Green.I’d like to have a single room for tonight.

R:Do you have a reservation?

R:One moment, please.Let me see...Yes, we have a vacancy.How many nights would you like to stay?

G:Just tonight.What’s the room rate?

R:It’s 350 Yuan per night.How would you like to pay?

R:Would you please fill in this registration form?

R:Thank you.Here’s the key to Room 1131, Ms.Green.The bellboy will show you up to your room.

2.R:Welcome to our hotel.How may I help you?

G:I’d like to check in, please.

R:Certainly, sir.Do you have a reservation with us?

G:Yes.I reserved a twin room last week.

R:May I have your name, please?

R:We are expecting you, Mr.Smith.You reserved a twin room for three nights, is that right?

R:May I see your passport, please?

R:Could you fill out the registration form, please?

R:Thank you.How would you like to pay, Mr.Smith?

G:With my American Express Card.

R:All right, Mr.Smith.You will be staying in Room 917.Here’s the room key.A bellboy will show you up with your luggage.

C.(R:Receptionist; G:Guest)

G:How much more is it for a deluxe double?

R:The price for a deluxe double is 210 Yuan higher than a double room.For two rooms, you will need to pay 420 Yuan more per night.

G:That’s too expensive.Do I have other choices?

R:What about two twin rooms instead? A twin room is 50 Yuan cheaper than a double room.

G:Are they on the same floor?

R:Yes, and I can give you rooms with a good sea view.

G:Oh, that sounds good.Please arrange that for me.

R:All right, Mrs.Smith.Could you fill in the registration form, please?

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

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.(O:Operator; G:Guest)

O:Garden Hotel.How may I help you?

G:Yes.Can you tell me about your hotel services before I make reservations?

O:Of course, sir.We have two Chinese restaurants, one Japanese restaurant, one Western restaurant,and a bar.

G:That sounds good.What about other services?

O:We have a fully equipped business center with everything you need.

G:Great.Can you tell me something about the health and fitness center, please?

O:Of course, sir.There is a fully equipped fitness club here with an indoor swimming pool, a billiard room, and a bowling alley.

G:Are there any shopping facilities?

O:Yes, we have a nice gift shop off the lobby which also sells basic necessities.

G:Thank you.I’ll book a room with you.Could you put me through to reservations?

B.(E:Employee; G:Guest)

1.G:Hello, when does the Chinese restaurant open and close in the evening?

E:It’s open every evening from 5:30 p.m.to 10:30 p.m.

G:Is it on the second floor?

E:No, sir.It’s on the third floor.

2.G:Hello, am I too late to get a sauna now?

E:No, ma’am.It’s available from 9 a.m.until 11:30 p.m.

G:It’s on the first floor, isn’t it?

E:Yes, on the first floor near the gift shop.

3.G:Could you tell me where the business center is, please?

E:Of course, ma’am.It’s on the second floor.As you come out of the elevator, it’s on your right.

G:So on the second floor, out of the elevator, and turn right.What time does it open and close?

E:It’s open from 8 a.m.to 9 p.m.

E:My pleasure, ma’am.

A.(B:Bellboy; G:Guest)

1.B:Good morning, ma’am.How may I help you?

G:I’d like to go shopping.Where is the best place to go?

B:The best place is Wangfujing Street.There’re many department stores and shops there.You can take the subway.There’s a subway station just behind our hotel.

G:How long does it take to get there by subway?

B:Only fifteen minutes.

G:That sounds good.Thanks a lot.

2.B:Excuse me, where is the business center?

G:Please take the elevator over there to the second floor and turn left.It’s at the end of the corridor, but sir, I’m afraid that it’s closed.

B:What! Doesn’t it provide 24-hour service?

G:I’m sorry, sir.The business center is open until ten at night.Now it is eleven.

A.All apartments equipped with built-in bathroom facilities, living hall, fully furnished with sofa set,telephone, refrigerator, shoe rack, built-in kitchen cabinet, iron, iron board and hair dryer, split air-con unit, ceiling fan, drink making facilities in each room.

Each apartment has an individual opened cozy balcony with green and hilly view within the resort and overlooking city view.

A.(C:Concierge; G:guest)

C:Good morning, sir and ma’am.How may I help you?

G:Would you reserve two plane tickets for us to Qingdao?

C:When would you like to fly?

C:That’ll be October 16th.Which airline do you prefer?

G:International Airlines, please.

C:Just a moment, sir.I’ll check for you.There is a 9:55 a.m.International Airlines flight.Is that all right?

G:That would be fine.

C:May I have your passports, please?

C:Thank you, Mr.Smith.Which room are you staying in?

G:I’m in Room 1129.How much will it be?

C:That will be 1,460 Yuan altogether for two air tickets from Beijing to Qingdao on October 16th.How

C:OK, Mr.Smith.We’ll give you the tickets this evening.

A.(R:Reservationist; G:Guest)

R:Good morning.Friendship Hotel.How may I help you?

G:Good morning.I’d like to reserve a room on the 8th of September.

R:OK.Hold on, please.The 8th of November, right?

G:No.September, not November.

R:Oh, I am sorry.Let me have a look.

G:Are you fully booked that night?

R:Well, we have one double room available, with a sea view.

R:It’s 1,288 Yuan, plus a 15% service charge.

G:Oh, that’s too expensive for me.Do you have a cheaper room available either on the 7th or the 9th?

R:Well, would you like a smoking or a non-smoking room?

G:Non-smoking, please.

R:OK, we have a few rooms available on the 7th; but we’re full on the 9th unless you want a smoking room.

G:Well, how much is the non-smoking room on the 7th?

R:780 Yuan, plus the 15% service charge.

G:Does that include breakfast?

R:Yes, a buffet breakfast is included.

G:OK, that’ll be f ine.

R:All right.Could I have your name, please?

R:Could you spell your last name, please?

G:Yes, H-A-G-A-D-O-R-N.

R:Thank you, Mr.Hagadorn.And your telephone number, please?

G:It is 139-6218-7400.

R:OK, we look forward to seeing you.

G:Thank you, goodbye.

Unit Four Guest Service Center

B.(O:Operator; G:Guest)

1.O:Garden Hotel.How may I help you?

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

O:Yes, of course.Just a moment, please.You’re through now.

2.O:Good morning.Garden Hotel.How may I help you?

G:Good morning.I’d like to speak to Nancy Lee at the gift shop, please.

O:Yes.Hold the line, please.I’m connecting you to the gift shop.

3.O:Guest Service Center.How may I help you?

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

O:OK.Hold on, please.I’ll see.Your call is being connected… Please go ahead.

4.O:Garden Hotel.How may I help you?

G:Hello.Could I have the concierge, please?

O:Concierge.Right.Could you hold, please? It’s ringing for you.

A.(O:Operator; G:Guest)

O:Good morning.Flower Hotel.How may I help you?

G:Hello.Could you put me through to Room 512, please?

O:Do you know the guest’s name?

G:Yes, it’s Alice Brown.

O:Could you hold on, please… I’m sorry, sir.Nobody is answering the phone.Can I take a message for you?

G:Uh… Please tell her I can’t go to Nancy’s birthday party this evening.Please ask her to call me back as soon as she returns.My number is 024-6831-9537.

O:Could I have your name, please?

O:Could you spell your last name, please?

G:Sure.It’s S-W-A-N-S-O-N.

O:Thank you.I’ll give her the message as soon as she gets back.

A.(O:Operator; G:Guest)

O:Good morning.Red Rose Hotel.How may I help you?

G:Hello.Could you put me through to Lucy Smith in Room 1524, please?

O:Just connecting you… I’m sorry, there’s no reply from her room.

G:Can I leave a message?

G:Please tell her I’ll pick her up at the hotel gate at 8:15 a.m.on Monday.

O:Could I have your name and telephone number, please?

G:Sure.Helen White.My number is 6835-2857.

O:OK.I’ll make sure she gets the message.

A.(O:Operator; G:Guest)

1.O:Good morning.New Century Hotel.How may I help you?

G:Hello.Could I speak to Mr.Brown in Room 923, please?

O:I’ m afraid the line is busy.Would you like to hold?

O:…The line is still busy, I’m afraid.

G:I’ll leave a message:could you tell Mr.Brown that I’ll meet him at the hotel bar at 8:00 this evening?

O:Could I have your name, please?

O:Could you spell your last name please?

G:It’s J-A-C-K-S-O-N.

O:OK.I’ll make sure he gets the message.

2.R:Good evening.Friendship Hotel, Reception desk.How may I help you?

G:Yes, may I speak to Nancy Smith, please?

R:I think I saw her leave just now.I’ll just check… Could you hold on, please? I’m sorry, she’s not here at the moment.

G:Can I leave a message?

G:Tell her to call Lucy White at home, would you?

R:Sure.I’ll make sure she gets the message.

A.（O:Operator; G:Guest)

O:Good afternoon, guest service center.How may I help you?

G:Good afternoon.My son wants to have some Japanese food.I wonder if you could recommend an excellent Japanese restaurant.

O:My pleasure, ma’am.We have a Japanese restaurant right here on the third floor.Their Ramen and Sashimi are delicious.Another famous Japanese restaurant I would recommend is the Tokyo restaurant.It is four blocks away from our hotel.The Sushi there enjoys good fame.Would you like me to make a reservation for you at one of these two restaurants, ma’am?

G:Yes, please.We want to try the Tokyo restaurant.Could you make a reservation for two at six this evening?

O:No problem.A party for two, at six.Anything else I can help with, ma’am?

G:Could you tell me how to get there?

O:You can take the subway, get off at Dadeng Street, walk for two hundred meters, and find the

restaurant on the right.

G:Thank you very much.

Unit Five Handling Guests’ Complaints

C.(C:Concierge; G:Guest)

C:Good morning, ma’am.How may I help you?

G:I’ve been waiting in my room for half an hour.But my luggage has not been sent up yet.What’s the matter?

C:I’m terribly sorry, ma’am.May I have your name and room number, please?

G:Jane Parker.Room 1207.

C:Thank you, Ms.Parker.How many pieces of luggage do you have?

C:Could you tell me what it looks like?

G:Sure.It’s a medium-sized red suitcase.

C:Does it have a tag with your name on it?

G:Of course, it does.It is on a United Airlines luggage tag.

C:Thank you, Ms.Parker.I’m afraid that your luggage has been put at the wrong place.I will report it to the bell captain and have it sent to your room as soon as possible.

C:I’m awfully sorry for the inconvenience.

B.(E:Employee; G:Guest)

1.G:I can’t get the TV in my room to work.

E:I’m sorry.I’ll send someone to help you as soon as possible.

2.E:Good evening, sir.Did you ask to see me?

G:Yes.I asked your waitress to bring me a cup of hot water, but she must have forgotten.

E:I’m sorry, sir.I’ll bring you a cup of hot water at once.

3.E:This fish is too salty and has an odd taste to it.

G:I’m awful sorry.I’ll change it right away.

4.G:The laundry returned my T-shirt with a burn on it.

E:I’m terribly sorry.According to the hotel policy, we’ll pay for it.

5.E:Good morning, how may I help you?

G:I’ve been waiting in my suite for twenty minutes, but my luggage hasn’t been sent up yet.

E:I’m sorry, sir.I’ll see to it right away and call you back.

B.(O:Operator; G:Guest)

O:Good morning, how may I help you?

G:This is Alice Lee in Room 315.I tried three times to call my mother in Italy, but was cut off each time.

O:Did you actually speak to her, Miss Lee?

G:Yes, it was the same at all times.We spoke for several seconds and then the connection was broken.

O:I’m sorry to hear that.Would you like me to try and make the call for you?

O:Which number are you calling?

G:It’s 5983-2784, and the country code to Italy is 39.

O:Right, Miss Lee.I’ll call you back when I get through.

A.Hotel staff, like all people in service industries, receive complaints and criticisms as well as compliments and commendations.Some complaints and criticisms are justified and very constructive.They are good reminders of the aspects at which a hotel needs to make some changes to improve its service.Other complaints are just results of fastidious and difficult personalities.People who make complaints and criticisms can be friendly and reasonable as well as rude and abusive.Regardless of their temperament, the hotel staff should always try to be cordial.

A.Walt Blair was a hotel guest in Room 4105.It was midnight, and Mr.Blair wanted to go to bed.

But he couldn’t sleep at all because of the noise next door.He banged on the wall, but the noise didn’t stop.He f inally called the assistant manager for help.The manager apologized and promised to send someone up immediately.

A bellman knocked at the door of the noisy guests.A young man opened the door.“Excuse me,sir.Please turn down the volume on the TV.It is disturbing other guests.It’s too late.” the bellman said.The young man nodded and said quickly, “ Sorry for that.I will lower the volume.”

Thanks to the hotel staff, Mr.Blair had a sound sleep.

C.(R:Receptionist; G:Guest)

R:Good evening, this is Hope Restaurant.How may I help you?

G:Yes.I want to make a complaint.

R:What’s the problem?

G:I had dinner in your restaurant just now and ordered a mushroom pizza back home.But I just found there is no topping (配料) on it.

R:No topping at all?

R:We are so sorry about that.Could you come to get a new one? Or would you like to give us your address so that we can deliver you one tomorrow?

G:I prefer to have it now.Oh, no…, wait a moment, ah…it is my mistake.I am sorry.I opened it upside down.

Unit Six Checking Out

B.(C:Cashier; G:Guest)

1.C:Good morning, sir.How may I help you?

G:I’d like to check out.

C:Of course, sir.May I have your name and room number, please?

G:Peter Parker in Room 809.

C:Just a moment, Mr.Parker.I’ll draw up the bill for you.

G:Can I pay by credit card?

2.C:Good morning, Ms.Black.How may I help you?

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

C:Of course, Ms.Black.May I know your room number, please?

C:One moment, please.I’ll get the bill ready.

3.C:Good morning, sir.How may I help you?

G:Good morning.I’d like to settle my bill.

C:Of course, sir.May I have your name and room number, please?

G:Jack Lee in Room 317.

C:Please wait a moment, Mr.Lee.Let me calculate the bill.How will you be paying?

4.C:Good afternoon, miss.How may I help you?

G:Good afternoon.I’d like to pay my bill.

C:Your name and room number, please?

G:Lucy Green, Room 2221.

C:One moment, please.Let me prepare the bill.

B. Today, more and more people are using credit cards instead of cash to buy things.Almost anyone who has a steady income and a good work record can apply for a credit card.There are many credit cards available:AE, MasterCard, VISA, and Diners Club are some of the most popular credit cards.

With a credit card in your wallet or purse, you don’t have to carry much cash.This saves you trips to the bank to cash checks or withdraw cash.Also, if you carry credit cards instead of a lot of cash, you don’t have to worry about losing your money.The card user only has to worry about paying the final bill.This, of course, can be a problem, if you charge more than you can afford to pay.

A.(C:Cashier; G:Guest)

1.C:Good morning, ma’am.How may I help you?

G:I’d like to check out, please.

C:Of course, ma’am.Could you tell me your name and room number, please?

G:Alice Cooper in Room 1229.

C:Just a moment, please.I’ll prepare the bill for you.It comes to 2,746 Yuan.

G:Are service charges included?

C:Yes, Ms.Cooper.How will you be paying, in cash or by credit card?

C:Of course, Ms.Cooper.

2.C:Good morning, sir.How may I help you?

G:I want to pay my bill.I’m leaving.

C:May I know your name and room number, please?

G:Mike Brown, Room 721.

C:I have your bill here.It totals 1,935 Yuan.

G:I’d like to pay in cash.

C:Thank you.Could you sign here, Mr.Brown?

3.C:Good morning, sir.How may I help you?

G:Good morning.I’d like to settle my bill.Room 608 and the name is Jim Wood.

C:One moment, please.I’ll draw up the bill for you.The total is 4,837 Yuan.How would like to settle your bill?

G:Can I pay with traveler’s checks?

C:I’m sorry, Mr.Wood.We only accept cash or a credit card.You can exchange your traveler’s check at the exchange counter.

G:That’s all right.I’ll pay with an American Express card.

4.C:Good morning, sir.How may I help you?

G:Good morning.I’m William Whitehead from Room 369.I’d like to settle my bill.