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饭店英语2 Unit 1

2006-08-12 09:45

  FRONT OFFICE

  Unit One At the Airport

  Part One  Meeting the Guest

  Part Two  Recognizing a Tour Group

  Part Three  A Brief Welcome Speech

  Words and Expressions

  Exercises

  Part One Meeting the Guest

  (R = Hotel Representative, W = Mr White, M = Mrs White)

  R: Excuse me, sir. Are you Mr Thomas White from Paris by Flight 751?

  W: Yes, I am.

  R: Please allow me to introduce myself first. I'm Li Na, the representative of International Hotel. Welcome to China and hope you'll enjoy staying in our hotel.

  W: Thank you.

  R: Is there anyone else who accompanies you?

  W: Yes, and this is my wife. We come to China together.

  R: How do you do, Mrs White?

  M: How do you do?

  R: How many pieces of baggage do you have, Mr White?

  W: 0nly these three.

  R: Let me help you with them. This way, please. Our car is over there.

  W: How long will it take to get to the hotel?

  R: About 2 hours if the traffic is good.

  R: Please fasten your seat belt, Mr and Mrs White. And this is the brochure of our hotel.

  W: Thank you.

  R: We have arranged a city-view room for you.

  W: That's very good.

  Part Two Recognizing a Tour Group

  (R = Hotel Representative, S = Mr Smith)

  R: Good afternoon. Are you Mr Smith, the tour leader of Western America Industry and Commerce Union?

  S: Yes, I am.

  R: I am Xu Zhen, the representative from International Hotel.

  On behalf of the hotel, I'm here to receive you.

  S: Nice to meet you.

  R: Welcome to China. And welcome to stay in International Hotel. Are there 15 members all together?

  S: 0h, there are 14 people. Another one has cancelled his trip for some reason.

  R: Are you tired after a long flight?

  S: Yes, the plane had been flying 12 hours from the States to Shanghai. So they look a bit tired for the jet lag.

  R: Well, let's get on the bus right now. Follow me, please. The bus is over there.

  (Two minutes later.)

  R: Please leave your big suitcases outside the bus. We'll help carry them on. Do check your baggage again.

  S: How long will it take to get to your hotel?

  R: Around 2 hours. Remember to fasten your seat belt before starting. And this is Mr Liu, the bus driver. He will send you to the destination. Have a nice trip. Good-bye.

  Part Three A Brief Welcome Speech

  Ladies and gentlemen,

  First of all, I'm on behalf of the staff of Wuxi International Hotel to welcome the members of Western America Industry and Commerce Union to come to China and stay in our hotel.

  Wuxi, which is situated in the Gold Triangle of Southeast China, is an old city with over 3000-year history. Thanks to its fertile soil and warm climate, it is the major rice production and freshwater fish cultivation base of China, hence it has got the name as “the Land of Fish and Rice”。

  Well known for its comfortable furnishings and traditional Chinese hospitality, Wuxi International Hotel has long been the first choice of many business travelers from all over the world. Located in the centre of Wuxi city, it has played a leading part in Wuxi's illustrious history.

  Wuxi is a glistening pearl of Taihu Lake. And our hotel will be serving you with our full enthusiasm. Thank you.

  Words and Expressions

  airport

  n. 机场

  representative

  n. 代表

  flight

  n. 飞行,航班

  allow

  v. 允许

  accompany

  v. 陪伴,随同

  traffic

  n. 交通

  fasten

  v. 系,系紧

  seat belt

  安全带

  brochure

  n. (宣传)小册子

  recognize

  v. 迎接,认出,辨认出

  tour leader

  领队

  commerce

  n. 商业

  on behalf of

  代表

  cancel

  v. 取消

  jet lag

  时差病

  destination

  n. 目的地

  brief

  a. 简短的,简洁的

  triangle

  n. 三角形

  thanks to

  由于,因为

  fertile

  a. 肥沃的,富饶的

  soil

  n. 土壤

  climate

  n. 气候

  major

  a. & n.主要(的)

  fresh-water

  n. 淡水

  cultivation

  n. 养殖,培养

  hence

  conj. 因此

  comfortable

  a. 舒适的,安逸的

  furnishings

  n. 家具与陈设品

  hospitality

  n. 对客人的殷勤款待;好客

  convenient

  a. 方便的,便利的

  illustrious

  a. 极为杰出的,著名的

  glisten

  v. 发光,闪光

  enthusiasm

  n. 热情

  Exercises

  Topics for Discussion

  1. How do you confirm a guest you have just received?

  2. How do you deal with the baggage of a tour group?

  3. What should be mentioned in a brief welcoming speech?

  Role Play

  1. Guest: You've just got off the plane from the USA. Your wife accompanies you.

  Hotel representative: Receive them and take them to the hotel by shuttle bus.

  2. Tour guide: You lead a tour group (16 people) from the USA to travel in Southeast China.

  Hotel representative: Ask him for some basic information to confirm it. Take them to the bus.

  Complete the following:

  1. Representative (R): __________, sir. You must be Professor Smith from Canada.

  Professor Smith (S): Oh, __________. I am Smith.

  R: I'm very glad to __________, Professor Smith. I am Zhang Ming, the Airport __________ of Friendship Hotel in Shanghai.

  S: __________ you, Mr Zhang.

  R: The car is __________. Would you please __________ me, Professor Smith?

  2. Airport Representative (R): Good morning, sir. I am __________ from Maria Hotel. Can I __________?

  Guest (G): I've __________ and I have not made a room __________ as I am on an urgent business.

  R: 0h, I see. Do you still need a room, sir?

  G: Yes. Is there __________ in your hotel?

  R: Yes. We do have a room for one night because of an unexpected cancellation.

  G: What is __________?

  R: It's 300 yuan.

  G: That's fine. What shall I do next?

  R: May I __________, sir?

  G: J.R. David.

  R: Thank you. Mr David. Here is a reservation slip. May I help you with a car to the hotel?

  G: __________.

  R: You are welcome. Please follow me, Mr David.

  Put the following into English:

  1. 欢迎您和您的家人来上海旅游

  2. 我代表酒店所有员工欢迎各位入住我们酒店。

  3. 您的房间已经准备好了。

  4. 希望您能很快适应这儿的气候。

  5. 我想您肯定是因为“时差病”而感到累了吧。

  6. 我们的酒店设施豪华,是一座五星级酒店。

  7. 请再检查一下您的行李,别遗忘在车上。

  8. 酒店的车已在外面等您了。

  9. 两个箱子,一个包,共是三件行李,对吗?

  10. 很高兴您能再次来北京并入住本酒店。

  Put the following into Chinese:

  1. I've just arrived from Beijing and I have not made a room reservation as I am on an urgent business.

  2. We do have a room for one night because of an unexpected cancellation.

  3. Situated in the southeast of Jiangsu Province, Wuxi is a historical city in the south of Yangtze River.

  4. Wuxi is one of the birth places of China's national industry and commerce.

  5. May I be of service to you, madam?

  6. You become most aware of the biological timing system when you fly by airplane to a different time zone. A flight from Chicago to London that leaves Chicago in late afternoon will arrive when Londoners are just starting their day. Your rhythmic system will still be working on Chicago time. By London time, you will have insomnia at night and be sleepy during the day. Your biological clock will reset itself, but it may take several days. As a result, your body functions are out of rhythm, your efficiency drops, and you feel tired. This is called “jet lag” or “jet exhaustion”。 Many workers who switch from the day shift to the night shift also experience jet-lag symptoms. Scientists hope to find so-called chronobiotics, medications that can quickly reset the body's biological rhythms.

  Reading Material

  In most countries, the domestic passenger comes to the airport, presents his ticket at the airline counter, checks in his baggage, and boards his flight. Upon arrival at his destination, he picks up his baggage and goes on his way.

  The international passenger, on the other hand, goes through a much more complicated process. For the departing passenger, there may be government regulations with which to comply in addition to the airline check-in process. For the arriving passenger, there are always passport and customs procedures. For the international passenger, there is even a special category——the transit passenger who is stopping at an airport that is not his destination. Because of the special problems of international passengers, this will summarize the procedures that apply to them on most airlines and at most airports around the world.

  Procedures for the departing international passenger are usually quite simple, though they may vary considerably from country to country. In most countries, the passenger completes the airline check-in and then goes through some form of passport control. He will probably be required to fill out an embarkation card, which will be retained by passport or police officials. From the passport countries, the passenger cannot be accompanied into the departure area by guests. A few countries may also require some sort of currency or baggage check for outgoing passengers, though the latter is unusual.

  Passenger service agents at the airport must be thoroughly familiar with the government procedures through which the passenger is required to pass. The agents must know, for example, whether there will be checks other than passport control or whether passengers who require special treatment——VIPS, diplomats, people with language problem, and so on.

  Questions

  1. Which procedure is more complicated, the one for the domestic passengers or the one for the international passengers? Why?

  2. Tell about the procedures for the departing international passengers.

  3. What should a passenger service agent know?

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