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饭店英语2 Unit 4

2006-08-12 09:47

  Part One  Checking in a Guest with Reservation

  Part Two  Checking in a Walk-in Guest

  Part Three  Changing a Room

  Part Four  Extending the Stay

  Words and Expressions

  Exercises

  Part One Checking in a Guest with Reservation

  (R = Receptionist, W = Mr White)

  R: Good afternoon. Can I help you, sir?

  W: I'd like to have a room in your hotel.

  R: Have you made a reservation with us, sir?

  W: I reserved a French-style suite two weeks ago. My name is White.

  R: Just a moment, please, Mr White. I'll check the arrival list.

  (The receptionist checks the list.)

  Yes, Mr White. We do have your reservation for a French-style suite. And would you mind filling in the registration form?

  W: I'll take care of it.

  (Filling out the form)

  Here you are. Is it all right?

  R: Yes, thanks. Would you please show me your passports?)

  Thank you. …… Here's your passport, Mr White. May I reconfirm your departure date?

  W: Yes, I should be leaving on the 5th.

  R: How are you going to pay, in cash or by credit card?

  W: Could I pay with traveler's checks?

  R: Certainly. Here's the key to Room 908 and your room card.

  Please keep them. And the bellman will show you up. Have a nice evening, Mr White. And enjoy your stay.

  W: Thank you.

  R: My pleasure.

  Part Two Checking in a Walk-in Guest

  (R = Receptionist, W = Mr White)

  R: Good morning, sir. Can I help you?

  W: Yes, please. I've just arrived from Macao. I want a room at a reasonable price.

  R: Have you made a reservation, sir?

  W: I'm afraid not.

  R: How many people do you have, please?

  W: Just one. I'm alone.

  R: Just a moment, please. Let me see if there's a room available. Yes, there is one on the second floor.

  W: How much do you charge for it?

  R: 500 yuan per night.

  W: I'll take it.

  R: Thank you, sir. Will you please fill in the registration form?

  W: OK. Surname, first name, nationality, permanent address, place and date of birth, and signature. Is that all right?

  C: Yes. Let me have a check. (The receptionist checks the passport with the form.) Thank you.

  W: Do you give discount for a week or more?

  C: Yes, we give 5% discount for one week, 10% for two weeks and over.

  W: Then, I want to stay here for one week.

  C: You mean you will stay till the 20th?

  W: That's right.

  C: How would you like to pay, in cash or by credit card?

  W: By credit card.

  C: Here is the key to Room 212 and your room card.

  W: Thank you.

  Part Three Changing a Room

  (W = Mr White, R = Receptionist)

  R: Good morning, sir. What can I do for you?

  W: My name is White. I'm in Room 1008.I would like to know if it is possible to change my room. I'm not all happy with the one I've got. I couldn't even sleep last night. I was woken up several times by the noise the baggage elevator made. It was too much for me.

  R: Oh, dear. I'm so sorry to hear that, Mr White. I do apologize. Room 1008 is at the end of the corridor. It's possible that the noise is heard early in the morning when all is quiet.

  W: Anyhow, I'd like to change my room.

  R: Now let me see if I can find you a quiet room. Well, how about Room 1112? It's rather quiet. The room rate is the same as that of Room 1008. But it is one floor higher up. Do you mind moving one floor up, Mr White?

  W: No, not at all.

  R: Very good. Would you please sign in this room changing form? …… Here's the key to Room 1112. The bellman will help you with your baggage. Please return him the key to Room 1008.

  W: Thank you very much. I hope I'll have a sound sleep this evening.

  R: Be sure, Mr White. If there is anything more you need, please let us know.

  Part Four Extending the Stay

  (R = Receptionist, W = Mr White)

  R: Good afternoon, sir. What can I do for you?

  W: I tried to open the door, but the room key didn't work.

  R: I'm sorry to hear that. May I know your name and room number?

  W: White, in Room 906.

  R: Would you please give me the invalid key card?

  W: Here you are.

  R: Please wait a minute, Mr White. I'll have to check the computer record. Well, today is 27th. You planned to check out today. The room key is valid by 12:00 o'clock of your expected departure date.

  W: Oh. I forget to tell you that I have to stay here for three more nights on some new errands here.

  R: So you'd like to extend your stay here for another three days. Let me check your account. You've got 50 yuan on your account. As a hotel policy, you are requested to pay a deposit of 1,200 yuan. If you want to pay by credit card, we'll only have to print your card.

  W: I pay in cash. Here you are.

  R: Thank you. Here is the receipt and the key.

  W: Thank you.

  R: I hope you are enjoying your stay with us here.

  Words and Expressions

  receptionist

  n. 接待员

  arrival list

  n. 预期抵店客人名单

  passport

  n. 护照

  take care of

  当心

  reconfirm

  v. 重新确认

  departure

  n. 离开,离去

  registration

  n. 登记,注册

  cash

  n. 现金,现款

  credit

  n. 信用,贷款

  traveler's check

  旅行支票

  credit card

  信用卡

  show sb. up

  领某人上楼

  bellman

  n. 门童,行李员

  Macao

  n. 澳门

  reasonable

  a. 合理的

  alone

  a. 独自的,单独的

  charge

  v. 要价,收费

  surname

  n. 姓,姓氏

  first name

  名字

  nationality

  n. 国籍

  permanent

  a. 永久的

  signature

  n. 签名

  discount

  n. 折扣

  corridor

  n. 长廊,走廊

  elevator

  n. 电梯

  sound

  a. 彻底的,完全的

  valid

  a. 有效的

  errand

  n. 差事,公事

  Exercises

  Topics for Discussion

  1. What is the first question the receptionist should ask after I she learns that the guest wants to have a room in the hotel? Why?

  2. If the guest has a reservation, what's the first thing you should ask him to do?

  3. If the guest wants to change the room, what will you do?

  Role Play

  1. Client: You'd like a single room for tonight. You have a reservation.

  Hotel clerk: It's 9:00 in the morning. You can let the client have a room. It's 320 yuan. Give the client his key. The room is No.1206. The bellman will show the client up.

  2. Client: You want a double room for tonight and tomorrow night. You are a walk-in guest.

  Hotel clerk: It's 6:00 in the afternoon. After asking some necessary questions, you ask him to fill in the registration form, and then give him the key.

  3. Client: You complain that the air-conditioner makes too much noise.

  Hotel clerk: You manage to help him change the room with the same rate.

  Complete the following:

  A: Good morning, sir. __________?

  B: Yes, __________.

  A: Oh, sorry, __________. Would you like me __________?

  B: No, thanks. I'd like to stay at your hotel. It's more convenient.

  A: Then __________ instead?

  B: How much is the double room?

  A: 250 yuan.

  B: That's OK. I'll take it.

  A: May I see __________?

  B: Here it is.

  A: __________? This is the form.

  B: 0h, thank you.

  Put the following into English:

  1. 密斯先生,您准备用现金,还是用信用卡付款?

  2. 对不起,请您填一下护照号码,好吗?

  3. 请问夫人,您事先向我们预定房间了吗?

  4. 对不起,先生。我们现在没有空房间。

  5. 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。

  6. 这是房间钥匙。您们外出的时候,请将钥匙交给接待处,好吗?

  7. 不错,从今天起到本月8号你在此预订了一间美式套房。

  8. 这里你可以空着不填,过一会儿我来给你填上房间号码。

  9. 我立刻派一名行李员帮你搬行李,并且带你到房间去。

  10. 很高兴我们能接受您延长住宿的要求。

  Put the following into Chinese:

  1. Would you mind filling in the registration form and pay 500 hundred yuan in advance?

  2. Sorry, I can't find your name on the arrival list. Have you got a letter confirming your reservation?

  3. I'm afraid I have to find a room in another hotel for you since you haven't made a reservation. This hotel is fully occupied now.

  4. It's three hundred yuan a day including heating fee, but excluding service charge.

  5. You have two letters and one telegram, also a message was left by a lady one hour ago.

  6. Please remember to return your key before you leave the hotel.

  7. Please do not forget to lock your room door firmly before you go to bed.

  8. But I'm afraid that it will be necessary for us to ask you to change rooms for the last two nights.

  9. I wonder if it is possible for me to extend my stay at this hotel for two days.

  10. Remember to deposit your money, jewels and other valuables in the hotel safe, otherwise the management cannot assume responsibility. In nearly every hotel, you will get the following information:

  The guest should take care of the key. If this key is lost, a new key and a new lock have to be replaced. It costs a lot of money and the guest will bear the cost. If the key is not surrendered when a guest departs from the hotel, the hotel management reserves the right to open the box and remove the contents without liability.

  Reading Material

  As the proverb goes, “First impressions are the most lasting.” The Front Desk is usually the first direct contact a guest makes with your hotel. Therefore the appearance of your staff and how they conduct themselves are important to your business.

  The Front Desk staff are the most important representatives of the hotel. A neat and clean appearance is essential. Many establishments provide uniforms for this reason. However, uniforms must be fit and must be maintained. Hair must be combed. Shoes must be polished. Cosmetics should be applied subtly. Smoking should be done away from the public. Personal conversations and telephone calls should not take place when they are working.

  An orderly and well-equipped office is efficient and makes your job more enjoyable. In order for any office to function it must be properly equipped. Aside from the ordinary supplies common to all businesses, the most important item of equipment is your reservation records. These are either computerized or kept on index cards filed alphabetically. These records must be kept up-to-date at all times. A good supply or registration forms should be kept ready for guests. Some hotels produce brochures, floor plans of the property, and room service menus. A good supply of these should be kept ready for distribution.

  Questions

  1. Please tell the functions of the Front Desk.

  2. Why is the Front Desk very important for a hotel?

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