饭店英语参考答案

1、Unit 5Classroom Activity I A- Could you contact Mr. Carter for me, please?- Do you know his room number?- Oh, Im sorry. I dont know.- Hold on, please. Mr. Carters room number is 860. Go ahead, please. B- I want to make a local call. Could you tell me the telephone number of the Friendship Hotel? Cla

2、ssroom Activity II- Id like to speak to Mr. Baker in Room 201.- Im sorry. I cant hear you. Its not clear, could you speak louder?- Id like to speak to Mr. Baker in Room 201.- Im sorry. I cant hear you. Could you please speak close to the receiver?- Id like to speak to Mr. Baker in Room 201.- Oh, yes

3、. Ill put you through immediately.Extended Reading Part Four II. operator mobile phone payphone hot line collect call, called party person-to-person call calling part telephone morning call III. 1. (F) 2. (F) 3. (T) 4. (F) 5.(T) IV. 1. Id like to make a call to my parents in Hong Kong. Can you put m

4、e through?2. At what time would you like us to call you tomorrow morning?3. We have a computer wake-up service. Please dial 9 first and then the time. There must be five digits.4. Could you tell me the called partys full name and telephone number?5. Im afraid the line is engaged.6. Im afraid you dia

5、led the wrong number.7. Whats the discount hours for long distance call?8. Would you like a person-to-person call or a station-to-station call?9. Just a moment, please. Ill put you through.10. Im sorry, we dont handle international collect calls.V. 电话行为指南电话行为指南 1. 起立接听电话。这会增加你的权威感。 2. 如果可能，铃响三声之内接电话

6、。 3. 接电话时用右耳听。因为人的右耳与大脑的左半球（逻辑思维）相连。4. 接电话先报姓名和部门名称。5. 询问打电话人的姓名并在对话时使用。6. 认真听。不要打断对方的话。7.集中精力。不要同时做两件事情。8. 对方说话时， 要在电话里不断回应，让对方知道你在听。9. 记下对方的话并进行核对以确认你是否理解错误。10. 如果打进来的电话没人接，解释一下原因。记下打电话人的姓名及电话号码，让他要找的人给回电话。11. 听电话时保持微笑。这在你的声音中能显示出来。Unit 6 Classroom Activity I - Would you like to leave a message?-

7、Should I tell him you will give him a call or ask him to call you ?- Tell him to call to the Washington Hotel. The number is 4386000 to 1023. Classroom Activity II- Good morning. This is information desk. May I help you?- Good morning. Where can I buy a telephone card?- We have here. What denominati

8、on do you want to buy?- Do you have fifty ones?- Yes, we have. Here you are.- Thanks a lot.- You are welcome. Here is your receipt.- By the way, can you tell me how I can go to the railway station?- You can walk out of the hotel and take the No. 1 bus on the opposite of the road, you can take off at

9、 the station bus stop after five stops, then you can see the railway station.- Thank you very much.- You are welcome. We hope to see you again. Part Four IIinformationmeter readingairmailstickstampmessagecommercial hotelmotelstarresort hotel III. 1. (F) 2. (F) 3. (T) 4. (T) 5. (F). IV. 1. Good morni

10、ng, information desk. Can I help you?2. What seems to be the problem, madam?3. We provide food and beverage service, laundry service and room service etc.4. The health club is on the third floor, and the swimming pool is on the second floor.5. You can reserve train tickets and air tickets in our hot

11、el.6. You can walk out the hotel and turn right for 50 meters, you will see the signs for subway entrance.7. This is the best season here. -Scenery is worth seeing.8. If you need anything else, please give me a call.9. You are welcome. Its my honor to serve you.10. Wish you a pleasant day! V. 礼宾部 礼宾

12、这个传统百分之百来源于欧洲。最早的礼宾部是指大楼里的高级管理员，保安，门僮，送信人员和问询处工作人员，以及法国饭店住店客人的陪伴，这是指在现代饭店出现之前的大型豪华公寓楼。 在现代饭店里，礼宾部相当于所有的对客服务，包括行李员和门僮的工作，负责邮件的送递，房间钥匙的发放，负责问询，联系客人对饭店内外的需要等。问讯处通常设在接待处和货币兑换处之间，负责的是纯粹的文职工作。 Unit 7 Classroom Activity I - This is Tom James.- I made a call to my Hong Kong office, but I cant get through.-

13、Im so sorry. Mr. James. Im sorry for the inconvenience.- I have contacted our operator.- Thank you for your help. Ill make a call later. But I think there is much room for your hotel facilities.- We are terribly sorry. I hope you can understand. Classroom Activity II- Receptionist, I want to complai

14、n.- Good morning. What seems to be the problem?- A five-star hotel you call it! Your hotel service is so bad!- Could you tell me what happened in detail?- I checked in this morning, and found the facilities in the hotel are very old, the TV controller is not working. When I want to have a rest, the

15、neighbors are very noisy, the sound insulation in your hotel is too bad.- We are very sorry. The hotel has been built for many years and the facilities are old. But we are improving this aspect, we rebuild or redecorate several floors in off season every year. Next time you come to our hotel, we wil

16、l arrange you a newly-rebuilt room. Today, we will change a new TV controller for you, is that all right?- I think thats all you can do.- Thank you for your understanding and supporting. Have a good night!- Bye. Part Four II complain restriction apologize inconvenience mess curtain manager understan

17、d 6 p.m. release customer III. 1. (F) 2. (F) 3. (F) 4. (F) 5. (T) IV.1. Im very sorry to hear that, madam.2. Its our responsibility. I will give you a satisfied reply.3. Could you tell me what happened?4. We are sorry. We do apologize for the inconvenience, Mr. Lee.5. When and where did you last see

18、 your camera?6. Im sorry, sir. I persuade you not to do it. Its against our hotel regulations.7. Oh, dear. We are terribly sorry for all this mess.8. It leaves much room for your hotel to improve your service.9. Thank you for giving us good suggestions. We will correct them.10. In dealing with compl

19、aints, the hotel staff should always be polite and helpful. V. 如果你是一名饭店员工，那么尽可能多了解饭店是至关重要的。在一些饭店里，接待员会把饭店的详细资料列在一张单子上放在接待处。 作为饭店的一名员工，应该了解饭店的名称，邮政地址，电话号码传真号码等。还得了解饭店各个部门经理的名字，投资人以及总经理的名字。 房间同样重要。员工应该了解房间类型，每种房间的房价以及办理登记入住的时间和办理离店时间。 有时客人会问及如何能到达饭店，因此要了解到达饭店的各种交通方式：驾车，乘公共汽车，乘地铁等。同时要了解出租车以及出租车付费的情况。 另

20、外一个要点是要记住客人必须遵守的规定。比如：员工要了解饭店的结账方面的规定，因为有些饭店可能不接受某些种类的信用卡。在一些饭店里，没有预订的客人过了晚上的某个时间办理登记入住就必须提前付账也就是说，过了晚上九点客人要入住饭店，要么得证明自己得身份要么得提前预付一个晚上得房费。 Unit8 Classroom Activity I - Id like to check out. Can I have my bill? - Your name and room number, please. - This is your bill. - This is your room rental. This

21、 is for wine you charged. This is laundry fee. This is the fee for using room service. - This is IDD fee. - How would you like to pay? In cash or by credit card? - Welcome to our hotel next time. Classroom Activity II - Will that be cash or charge? - What kinds of credit card do you honor? - Will th

22、ere be a handling charge for paying by credit card? - Why is there a tax for paying in cash? -Whether should I pay todays room rental if I leave this afternoon? - You neednt pay todays room rental if you check out before 12 oclock. - But if I dont check out before 12 at noon? - If you leave before 6

23、 pm, you will have to pay half of the room rental. - If you leave after 6 pm, you will have to pay the whole of the rental. - I see. Thank you. Part Four II. credit card check out charge payment peak rate rental honor count transaction sundry fee III. 1. (F) 2. (F) 3. (T) 4. (T) 5. (F) IV. 1. May I

24、have my bill please? 2. How would you like to pay, in cash or by credit card? 3. What kinds of credit cards do you honor? 4. This is the fee you expensed in the bar. 5. Our check out time is at 12 oclock at noon. If you check out before 12, we will not charge you for extra service. 6. Im sorry, but

25、we dont accept personal checks. Its our hotel policy. 7. This is your receipt and change, please keep it. 8. Wait a moment, please. I will give you a receipt. 9. I hope to see you next time. 10. Mind your steps. Have a safe trip!V. 收银员收银员 收银员实际上是财务部的员工，但是由于他们的工作位置是在前台，而且由于他们的工作与前台其他员工有着直接的联系，所以由前台经理

26、统一进行管理。 前台收银员的主要工作是把客人的消费过账，在客人离店时为他们结账，兑换外币，兑换旅行者支票，协调信用卡账目，把客人的账目报送财务部，每次换班时平衡账目。 前台收银员最重要的工作是客人离店时给客人结账。将要离店的客人通常特别希望结账的效率高些，收银处就是客人办理结账手续的地方，因此，收银员时客人离店前在饭店最后接触到的员工。正如以前强调过的那样，第一印象和最后的印象最为重要。最后的印象甚至是最重要的，因为那是客人带回家的印象，也是最容易记住的印象，通常会影响到他们以后同朋友以及商业伙伴谈论饭店的服务和设施时的态度。当客人来结账时要热情地问候他们，结账时要快速高效，离开时要亲切地道别

27、这些举动地效果时显而易见的。给客人结账时，收银员通常都要问客人最近有什么消费，也许饭店没有记录。客人所有的消费必须尽快地记到客人的帐上。计算房费时，可能还有客人的电话费，洗衣费，餐费或者送餐服务费等。 Unit9 Classroom Activity I- May I do your room now?- I am not feeling well now.- Im sorry to hear that.- What can I do for you?- Can you do the room two hours later and change the sheet for me?- If y

28、ou need help,- Hope you will recover soon.- Have a good rest! Classroom Activity II1. Housekeeping. Good morning, sir. Can I do the room now?2. What time would be convenient for you?3. Im sorry. We usually do the check out room first.4. May I do the turn-down service?5. A check out room means the guests are leaving the hotel at the end of their stay.6. You are welcome. Its my pleasure to serve you. Part Four II.housekeepinghousekeeperroom cleaning