职场综合英语教程第三册Unit 2 Hotel

1、Unit 2HotelYou are able to:Be familiar with hotel facilities and hotel clerksBe acquainted with hotel proceduresUse the proper expressions to carry out hotel proceduresWrite reservation cards You are suggested to:Know about hotel etiquettes Know about some world-famous hotelsLearning ObjectivesConte

2、nts2Warming-up Exercises1Listening and Speaking3Writing5Reading4Languange Focuss Kinds of hotels in the United States: Places to stay for a short time may be called hotels, hostels, motels or motor hotels, inns, lodges or resorts. Hostels, also referred to as youth hostels, are often for students wo

3、rking away from home. Motels have plenty of parking space and are usually near a freeway of highway. Inns are usually motels. Lodges and resorts, or resorts hotels, are in the mountains, on the coast, or near lakes.Warming-up ExercisesKinds of beds: Beds go by many different names. They are single,

4、twin, double, queen and king size ones. “Long boys” are for exceptionally tall people. At some hotels, queen beds are the smallest size used, so a double room has two of them. Some hotels even offer their guests waterbeds. A rollaway can be moved into a room to sleep an extra person. Hide-a-beds are

5、 sofas that fold out to make beds.Warming-up ExercisesPeople working in hotels: Desk clerks make reservations, check people in and out of the hotel, take care of keys, and handle problems. Switchboard operators answer the phone and transfer calls to the people who are being called. Room service wait

6、ers take orders for food and drinks in peoples rooms, bring the orders and sometimes take the dirty dishes away. Maids clean the rooms and change the sheets. A bell-man or a bell-boy carries hotel guests bags to their rooms.Warming-up ExercisesFacilities in hotels: The front desk is where you find t

7、he desk clerk. People go there to check in or out, to turn in or pick up their keys, their mail and messages, or to complain about something in the hotel. Lobbies are big, open rooms near the front desk. Usually people go there to meet friends. Lounges are comfortable bars. People go there to have a

8、 drink and relax. Suites are sets of rooms - usually a bed room and living room, sometimes with a kitchen - that you can rent in a hotel. Meeting rooms are for meetings. People rent them to meet other people or talk about business when they dont want to do it in their rooms. Gift shops have souvenir

9、s, books, and cards. Bars are sometimes built around pianos. People can sit very close to the piano and listen to the music.Warming-up ExercisesDirections: Have you heard about the names of the famous hotels in the pictures below? If you have no idea, please turn to the Internet or your partner for

10、help. Warming-up Exerciseshotel n. 酒店，宾馆，旅馆，饭店 hostel n. 旅社，招待所； （英）大学宿舍， （英古）旅馆 motel n. 也作 motor hotels 汽车旅馆 inns n. 小旅馆， 客栈 lodge n. 乡间小屋，旅社 resort n. 度假胜地，度假村single bed 单人床 twin beds 两张单人床double bed 双人床 queen size bed 加大双人床king size bed. 特大号床 receptionist 接待员 switchboard operators 接线员a bell-man

11、也作 a bell-boy 门童resident manager 客房部经理the front desk 前台 lounges 大堂a single room 单人间 a double room 双人间Languange FocusTask 1 Exercise 1 Directions: Now you will hear a short dialogue. Listen carefully and choose the best answer from the four choices.1. James is a _A. receptionist B. guest C. bellman2.

12、 Mr. Smiths room is _A. 1023 B. 1203 C. 1320 3. James helps Mr. Smith take his _A. key B. luggage C. Bag4. James show Mr. Smith to _A. his room B. the dining hall C. the reception deskPart I Listening and SpeakingExercise 2 Directions: Now you will hear a conversation. You are required to put in the

13、 missing information.M: Excuse me, can you show for me?W: Yes. Follow me, please. This is your . Its also your room card.M: Oh, I see. Its card.W: Yes, sir. This is your room.M: Looks _ W: If you need anything, just call _ M: Thanks.Part I Listening and Speaking my roomroom keyall-in-onegreatthe rec

14、eptionExercise 3Directions: Now you will hear a conversation. You are required to put in the missing information.A: _, may I come in?B: Come in, please.A: Whats _, sir?B: The _ doesnt flush.A: Let me see. Oh, its clogged. Its _ now. You can try it.B: Yes, its _now.A: If you need any other thing, ple

15、ase let us now.B: Yes, I will.Part I Listening and SpeakingRepairmanthe trouble toilet all rightworkingExercise 4Directions: Now you will hear a short dialogue. Listen carefully and decide whether the following statements are true or false.1. _ A receptionists only job is to register the guest.2. _

16、Its not necessary for a receptionist to answer the guests phones.3. _The bellman gives the guests their room keys.4. _A receptionist should explain the hotels services to the guests.5. _A receptionist should wish the guest a enjoyable stay at the hotel.Part I Listening and SpeakingFFFTTTask 2 Oral P

17、ractice Directions: Learn to communicate in the given situations and make a conversation between a guest and a receptionist according to the following requirements.A guest steps in to ask for a room for the night, which he hasns reserved in advance. The receptionist says she can arrange a room for h

18、im only after seven oclock that evening or recommend some other hotels. The guest prefers to wait.Part I Listening and SpeakingTask 3 Class Work Direchtions:Now you see a brief introduction of a hotel. Suppose you are the receptionist of this hotel. A guest calls for information about your hotel. Be

19、 prepared to answer his or her questions.Part I Listening and SpeakingAccommodation 122 rooms, six conference rooms accommodating up to 200 delegates; 24-hour room service, and free parking.Sports and recreation Indoor pool, health club, nearby golf courseGetting to the hotel Only 10 minutes from Le

20、eds Airport and an hour from Manchester AirportRoom rates 69 weekends; 54 Monday to Friday Text AText BPart II ReadingBefore reading: 1. If you are the general manage of a hotel, how will you manage it?2. Have you stayed in a western hotel? How do you feel about it?Part II ReadingGeneral Introductio

21、n to Hotel Management Hotel management is a complex process. It involves planning, organization, administration, controlling and coordination of a variety of resources, say, personnel, finance, material goods and information. Hotel management is, in the first place, an economic activity with the dou

22、ble efficiency objectives, both economically and socially. Furthermore, hotel management is more likely to be an active coordination between inner and outer resources to achieve balance. Hotel management, therefore, carries five basic functions, namely, “planning, organization, administration, coord

23、ination and controlling” respectively. Text A 1. Planning: This function concerns estimating future tendency on the basis of close investigation, setting up objectives, and afterwards formulating a detailed schedule to fulfill those already-made objectives. Planning stands at the doorway of hotel ma

24、nagement and ensures timely solution to any questions coming up in the process of management.2. Organization: It refers to the establishment of efficient management system with a view to making good use of hotel resources. Organization could be interpreted on four different layers. For one, it is a

25、feasible organization structure with clear-cut departments and management levels; also it means a whole and effective system in which definite duties and rights of different units are allocated and coordinated with harmony; thirdly, all hotel resources are organized and adjusted with real need in ea

26、ch period; and lastly, that is the general organization of overall activities and separate activities.Text A 3. Administration: This function aims to promote the activities of separate departments and persons under the orders given by superiors. The order or instruction, reflecting the general decis

27、ion of the hotel, is carried out in the form of language, either oral or written by one or several managerial personnel. Administration differs at different positions. Strategic decisions belong to top management while partial decisions are made on department level, as are supposed to be timely, exa

28、ct and plenty.Text A 4. Coordination: Managerial personnel make an effort to adjust and interrelate different business operations within the hotel to ensure all departments to develop harmoniously for the overall objectives. To realize this, there are two necessary synchronisms. One is personnel, th

29、at is, to coordinate personnel relationship. Interests of single department or unit often outweigh overall goals due to different views people hold. Several ways are available to settle this issue, say, communication, discussion and even rules designed for coordination. The other synchronism is requ

30、ired for operation, as different department or unit cannot be sure to work with the uniform rhythm as they are doing something of different nature and requirement. Such synchronism may be achieved by coordinating effort in terms of work quantity, procedures, operation rules and environment.Text A 5.

31、 Controlling: It is to inspect and supervise how well the planning has been going on, as is crucial for the accomplishment of objectives. With this function, potential and real problems could be promptly ratified. Controlling is put into operation throughout the whole business process, consisting of

32、 pre-, mid- and post- controlling. Pre-controlling is to eliminate foreseeable problems before operation begins and take precautions. Mid-controlling is based on efficient feedback system to spot and rectify problems promptly while the operation is going on. Post-controlling is undertaken when the o

33、peration comes to an end. Business results are compared with already-made standards, and in case of deviation, redemption methods should be rightly available.Text A involve /nvlv/ vt.包含；使参与，牵涉furthermore /fm/ adv. 此外；而且；与此同时；再者estimate /stmet/ v. 估计; 评价, 评估formulate /fmjlet/ v. 构想出，规划；确切地阐述；用公式表示ful

34、fill /flfl/ v. 执行（命令等）；达到（目的）；使结束feasible /fizb()l/ adj.可行的；可用的；可实行的；可能的harmony /hmni/ n.协调；融洽；一致；和谐 reflect / rflkt /v. 反射，反照；表达；显示；strategic /strtidk/ adj. 战略性的；有战略意义的；至关重要的 interrelate /ntrlet/ v. 相互关联影响ensure /n /v. 确保；担保accomplishment /kmplm()nt/ 成就；完成eliminate /lmnet/ v.排除，消除；除掉foreseeable /fs

35、ibl/adj. 可预见到的New Wordsrefer to 指的是put into operation 实施；consisting of 由.组成Phrases and ExpressionsDetailed Studies of the Text1. It involves planning, organization, administration, controlling and coordination of a variety of resources, say, personnel, finance, material goods and information. 它涉及各种资

36、源，比如人员、财务、材料和信息的计划、组织、管理、控制和协调。say: to suppose, suggest, assume 假如，假设。eg. Would you take an offer of, say (= for example), $500 for your car?2. Hotel management is, in the first place, an economic activity with the double efficiency objectives, both economically and socially. in the first place首先 首先

37、，酒店管理是有着经济和社会目标的双效经济活动。Detailed Studies of the Text3. This function concerns estimating future tendency on the basis of close investigation, setting up objectives, and afterwards formulating a detailed schedule to fulfill those already-made objectives. on the basis of 以.为基础；在.基础上 该功能在仔细调查的基础上估计未来的趋势

38、，制定目标，然后建立详细的时间表来完成那些已经制定的目标。Detailed Studies of the Text4. The order or instruction, reflecting the general decision of the hotel, is carried out in the form of language, either oral or written by one or several managerial personnel. 反应酒店总决策的命令或指示，有一个或几个管理人员以口头或笔头的语言形式执行。 Detailed Studies of the Te

39、xt5. It is to inspect and supervise how well the planning has been going on, as is crucial for the accomplishment of objectives. 控制即检查和监督计划执行情况，这对目标的实现至关重要。Detailed Studies of the TextI. Answer the following questions.1. What is hotel management?2. What are the five basic functions hotel management

40、carries?3. What does planning concern in hotel management?4. What does organization refer to?5. What does administration aim to do? ExercisesHotel management is an economic activity with the double efficiency objectives, both economically and socially.Planning, organization, administration, coordina

41、tion and controlling.Estimating future tendency on the basis of close investigation, setting up objectives, and afterwards formulating a detailed schedule to fulfill those already-made objectives.It refers to the establishment of efficient management system with a view to making good use of hotel re

42、sources.This function aims to promote the activities of separate departments and persons under the orders given by superiors.III. Blanks FillingDirections: Fill in the blanks with the proper words and expressions given below, changing the form if necessary.estimate fulfill feasible reflect ensure pu

43、t into operation consist of eliminateExercises1. That may be fine for the US, but its not for a mass European market2. Concern at the economic situation was in the governments budget.3. The Presidents Council the supremacy of the National Party.4. The entire world matter. 5. The Sex Discrimination A

44、ct has not discrimination in employment.6. The plan began to be .7. This company should be able to our requirements8. Try to how many steps it will take to get to a close objectExercisesfeasible reflected ensures consists of eliminated put into operationfulfill estimateIII. Translate the following s

45、entences into Chinese 1. It involves planning, organization, administration, controlling and coordination of a variety of resources, say, personnel, finance, material goods and information. 2. Hotel management is, in the first place, an economic activity with the double efficiency objectives, both e

46、conomically and socially. 3. It is to inspect and supervise how well the planning has been going on, as is crucial for the accomplishment of objectives.4. Post-controlling is undertaken when the operation comes to an end.Exercises它涉及各种资源，比如人员、财务、材料和信息的计划、组织、管理、控制它涉及各种资源，比如人员、财务、材料和信息的计划、组织、管理、控制和协调。

47、和协调。首先，酒店管理是有着经济和社会目标的双效经济活动。首先，酒店管理是有着经济和社会目标的双效经济活动。控制即检查和监督计划执行情况，这对目标的实现至关重要。控制即检查和监督计划执行情况，这对目标的实现至关重要。当操作结束后就进行控制。当操作结束后就进行控制。IVTranslate the following sentences into English 1.规划涉及在严密的调查的基础上估计未来的趋势。2.管理人员努力确保所有部门的和谐发展。3.事前控制是消除操作前可预见的问题并采取预防措施。4. 投产控制贯穿整个业务流程ExercisesPlanning concerns estimat

48、ing future tendency on the basis of close investigation.Managerial personnel make an effort to ensure all departments to develop harmoniously. Pre-controlling is to eliminate foreseeable problems before operation begins and take precautions. Controlling is put into operation throughout the whole bus

49、iness processBefore reading: 1. Can you list the main departments in a hotel?2. Which department is the most important? Text B The Front OfficeThe front office is not only the hotels “shop window” but also its “nerve center”. It is often said that, to the guest, the front office is the hotel.The mai

50、n duties carried out by the front office are receiving reservations, checking guests in, assigning rooms, distributing baggage, storing guests valuables, providing information, delivering mails and messages, exchanging foreign currencies, checking room occupancies, checking guests out and so on.Text

51、 B Computerized property management systems have simplified checking-in. For example, with a program called “First 10”, Marriott experts to cut checks-in time from 3 minutes to one-and-a-half. Hilton is implementing a similar program called “Zip-in and Check-in”. At Hyatt Hotels, guests can even che

52、ck in by phone before they arrive at the hotel. Checking out has also benefited from computer technology. For example, the Milford Plaza Hotel in New York city has installed check-out stations in their lobby that are similar to the cash dispensing automatic teller machines that banks use. Guests can

53、 use the machine to check out and get a copy of their bills.Text B Another important duty performed at the front desk is the night audit. This is usually done between 11 p.m. and 6 a.m., when there are few other distracting duties. In a small hotel, the front desk agent on duty performs the night au

54、dit. In a larger hotel, an auditor from the accounting division usually is assigned the task. If the hotel does not have a computerized property management system, the night auditors job can be tough, since it involves a lot of details. The night auditor must verify that guest charges have accuratel

55、y posted to each guests account and that the income is properly credited to the division that earned it. This can be tedious work, especially since it involves checking for errors.Text B New technology has made possible the change of one of the functions of the front desk staff in some hotels-relayi

56、ng messages to guests. For instance, Bostons Park Plaza has a voice-mail system. Each guests electronic mailbox is capable of holding as many as 25 phone messages. By dialing a three-digit number on the phone in their rooms, guests can retrieve these messages. If they wish, the messages can be repea

57、ted, saved, or deleted with the touch of a button. The hotel estimates that this automated system, which relieves front desk personnel of handling this chore, will save them $ 50 000 annually. Other hotels have system that allows guests to display incoming phone messages on their TV screen after bei

58、ng alerted by a light on the telephone.Text B The success of a hotel is measured by its occupancy and average daily rate. Putting these two together, yield management can work out forecasts or estimates of the number of guests / rooms populated, thus occupancy rates for the future. To secure an effe

59、ctive yield management system, careful front office employee training is of vital importance.Text B assign /sn/ v. 分派，选派，分配 distribute /dstrbjut/ v. 分配，散布；散发，分发deliver /dlv/v. 传送，投递occupancy /kjpnsi/ n. 占有，占领；居住；物占有率；simplify /smplf /v. 简化；使单纯；使简易implement /mplmnt/ v. 实施，执行；使生效audit /dt/ n. 审计，查账 di

60、stract/dstrakt/ v. 使分心；使混乱auditor /dt/ n. 审计员；查账员alert /lt/ v. 向报警secure /skj, skj/ v.保护；（使）获得；使安全；担保yield /jild/ n. 产量，产额；投资的收益；产品vital /vt()l/ adj. 至关重要的；生死攸关的；生气勃勃的New Wordsautomatic teller machine (abbr. ATM) 自动取款机make possible 使.成为可能Phrases and Expressions1.The front office is not only the hote