酒店英语 Lesson3

DoubleRoomTheKeySentencesThankyouforcallingFourSeasonsHotel.MayIhelpyou?Whatkindofroomwouldyoulike?Wehavesinglerooms,doublerooms,suitesanddeluxesuitesinChinese,British,Roman,Frenchstyle,andpresidentialstyles.ThedoubleroomisU.S.$100pernight.Whenfor/Forwhichdate?Whatdatesdoyouneedtheroomfor?.Howlongdoyouplantostay?/Howmanynights?Ineedtostayforaweek,Spet.8ththroughthe12th.Iwanttobookaroomforthreenights.Wedohaveasingleroomavailable/vacantforthosedays.I’msorrywearefullybookedfor22nd.Doyoumindchangingthereservationrates?TheKeySentencesTheKeySentencesForasingleroomthepricewouldbeRMB500pernight.Couldyoutellmeyourname(number,address…),please?Whattimewillyoubearriving?Welookforwardtoservingyou.Iamalwaysatyourservice.WewillneedanadvancedepositofU.S.$100.Weofferspecialratestoday.Forasingleroom,thereisa15%discount.Wehavenotwinsavailable.Wouldyoumindadoubleinstead?TranslatethefollowingintoChinese1.I’dliketoreserveaSpanishsuitewithmealsfromthe8thtothe12thofnextmonth.2.Howmuchdoyouchargeadayforadoubleroomwithbath?3.I’llbearrivingbyairearlyinthemorning.CanIcheckinthen?4.Couldyouconfirmtenroomsforaweekasagroupreservationforourtravelagency?5.Canyouputmeonawaitinglistandinformmeassoonasyouhaveaspareroom?TranslatethefollowingintoEnglish早上好，我是订房部。有何吩咐?您要订什么房间，夫人？您觉得豪华套房怎么样？我们有标准间，每间每天860元。您打算用怎样的支付方式，信用卡还是现金？对不起，明天所有的客房都已经订满。可不可以替我在当地预订一家饭店呢？我们会为您延长预约的。我们期待着为您服务。能不能请您这个周末再打电话来？可能会有人取消预约。ReviewDiscussion1.waysofmakingareservation2.informationyoushouldknowabouttheguestduringtheprocedureoftheroomreservation3.unexpectedcasesyoumightmeetHotelServices1.Bellservice（应接服务）orReceptionservice2.Roomservice(客房服务)3.Foodservice(用餐服务)4.Hotelshopservice（饭店商场服务）5.Laundryservice(洗衣服务)6.Healthandrecreationservice(康乐服务)7.Operatorservice（电话总机服务）8.…Generallyspeaking,receptionservicecoversfourkindsofservices.IntroductionFirstly,welcomeandfarewellservice.Itmayextendtoairportorstationtoreceiveguestsfromallovertheworld.Todothis,thestaffmemberinchargeshallcheckinformationaboutguestsinordertopickupthemtimelyifnecessary.Theyshouldnoticethechangesofarrivingtimeandkeepcontactwithguests.Ardentwelcometoguestsandbeingalwayshelpfularecrucialtoimpressthem.Similarly,welcomeandfarewellatthegateofthehotelarealsocritical,andtheserviceprovidedbythefrontofficecoversarrangingcars,cleaningthegateandhelpwithsecurity.Secondly,luggageservice.Particularlyarrangedluggagedeskisinchargeofthis,andreservationandreceptionunitsaresupposedtosendthelistofguestsheretoensureluggagedeskcouldarrangetheirjobs.Thirdly,inquiryandmailservice.Inquiriesfromguestswillbeansweredandmailsforguestswillbetakencareof.Lastly,complaintcenter.Eachhotelmusthaveacomplaintcentertowhichtheguestscancomplainaboutservices.Onlywithsuccessfulsettlementcouldtheguestbeimpressedandtheimageofthehotelbeimproved.1.Whatkindsofservicesdothereceptionserviceprovide?2.Whatdoesabellmanusuallydofortheguests?3.Whatiftheymakesomemistakesortheyareinvolvedintroublesomecases?(1)Incasethehotelfailstorecordthereservation,howitshouldbesettled(2)Howtodealwithanangryguest(3)deliverytothewrongroomClassactivityteamworkConciergeservice(礼宾服务)isacommonpracticethroughoutthehotelworld.Itisanintegralpartoftheregistrationandassignmentprocess.Conciergeservicehingeson(以...为准绳)averybasicprinciple:makingeveryguestfeelthatheorsheisthemostimportantpersonintheworld,anddealingwithanyrequestaguestmayhave,nomatterhowstrangeitis.IntroductionThebasicdutiesoftheconciergestaffaretodothebellserviceandtoattendtoguests’needswhicharenotprovidednormallybythehotel.Theyareinapositiontocarrythehotel’smessagetotheguestandtheguest’sreactiontothemanagement.Theyactashoststoarrivingguestsandassalesrepresentativesforthehotel.Theyserveguestsintheroom,thelobby,andotherpublicareas,runonerrands(跑腿，供差遣),andassistatdeparture.Theyactastheeyesandearsofthesecuritydepartment,watchforskippers(逃帐者),andmakeinspectionsastheychargetheirrooms.Theyactasgood-willambassadors(亲善大使)toescortguestsbothfromhomeandabroad.Thebellserviceattendstheguestfromthedoorattendant’sfirstgreeting,tothefinalroomdestination,accompaniedbythebellman.Intheperformanceoftheirduties,servicepersonnelhaveanextraordinaryopportunitytosellthefacilitiesofthehotelandtoportrayitscharacters.Onthearrivaloftheguest,thebellmancarrieshisorherbaggagefromthecar.Thebaggagestaysonthelobbyflooruntiltheguestfinishesregistering.Withtheroomcardathand,thebellmanescortstheguestwithhisorherbaggagetotheroom.Onceinsidetheroom,thebellmanperformstheinspectionfunction.IfeverythingisOK,heshouldgetoutoftheroomandgivetheroomcardbacktotheguest.Someotherthingsarealsonecessaryforthebellmantodobeforetheguestenjoyhis/herroom.First,hehangstheguest’slooseclothingandliftsthebaggageontothebaggagerack（行李架）orbed.Lightsandotherfacilitiesarecheckedandtheroomisinspectedforcleanliness.Specialfeaturesofthehotelareexplained—thespaortheoperationhoursofroomservice,forexample.Self-serviceitemsarepointedout:mini-barorthein-roomsafe,forexample.Unlessthereisaspecialrequestforservice,thebellmanleavesthekeyandtheroomcardtotheguest.Besidesthebellse