《酒店英语》实验课程指导书

《酒店英语》实验课程指导书实验项目一

RoomReservations

预定客房

（6学时）一、实验目的了解前厅服务重要性和作用。掌握预订服务在酒店经营中的重要性和作用。了解和掌握预定服务的来源（公司客户、团体客户、休闲客户和散客）、预定类型（临时性、确定性和保证性预定）的相关常用英语表达和惯用语。明确自己的工作职责，掌握客房类型的相关术语和表达。二、实验原理或方法、手段讲授、任务型教学三、主要仪器设备及耗材前厅服务工作台、电脑、电话、模拟训练相关资料等。四、学生课前准备事项1、对前厅服务过程做基本的了解。2、了解和掌握预定服务的相关常用英语表达和惯用语。五、实验内容及步骤Room

Reservation

预定客房1、掌握电话预定、团体预定、门市预定和散客预定、取消或修订

预订等电话服务用语，熟悉预订服务特有的词汇和表达法，掌

握客房类型的相关术语和表达。2、呈现相关的词汇和表达法，由学生分别进行角色扮演。

1.

AGroupReservationScene

1:Supposeyouareatourguide,you

arecallingtotheGreatWallHotelin

Hangzhou

tomakeagroupreservationfortheguestsfromTheUnitedStates.Tips:

1.

Yourgrouphas30peopleandyouwanttoreserve15twin-bedroomswithabath

2.

ThetimeisAugst20to24

3.YouneedtohaveameetingontheafternoonofAugust23,from3:00p.m.to5:00p.m.

2.

AnFitReservationScene

2:

Supposeyouare

Mrs.

Houston

,youwillmakeareservation

inahotel

byphone.

Youare

callingtotheShanghaiInternationalHoteltomakearoomreservation

fromOctober16th

to20th.

Thereceptionist

answersyourphoneandhelpsyoureserve.

Tips:

1.Youneedasingleroomwithshower.

2.Theroomrateis300-500

YuanRAM.

3.

Youneedpayadeposit.

4.Youneedpickupserviceattheairport.5.Yourarrivaltimeanddeparturetime.3.

RevisingtheResevationScene

3:

SupposeyouareJackWilson,

thesecretaryoftheHuaXiaTrading

Company.You

havebookedtworoomsfromOct.12to14forMr.andMrs.Smith

and

theirtwochildreninKaiBinHotel.YouwillcalltotheFrontOfficetorevise

yourreservation.

Tips：1.

Changetwodeluxedoubles

toone

fortheSmithsfromOct.14to18

becauseoftheirchildren’sabsence.

2.

IfpossibleTheSmithswantto

upgradeasuit.TheywanttohaveaSpanishsuite.UsefulExpressionsWhatkindofroomwouldyoulike

(prefer)?

2.

Whatkindofroomwouldyoulike?Wehavesinglerooms,doublerooms,

standard

rooms,suitesanddeluxesuites.3.

WedohavesuitesinBritish,French,Spanish,Japaneseandpresidentialstyle,Whichdoyouprefer?4.

Doyougiveanydiscount?5.Adoubleroomwithafrontviewis140USdollarspernight6.Adoubleroomwitharearviewis115USdollarspernight

7.

Couldyoutellmeunderwhosenamewasthereservationmade?8.MayIhaveyournameandphonenumbers,please?9.Howlongwillyoubestaying?10.Wouldyoupleasefillinthisregistration

form,sir?11.Doyouhaveanyvacancies(vacantrooms)?12.I’mverysorrywehavenoroomavailable.ButIcanrecommendyouanotherhotelhere.13.Wewon’tbeabletoguaranteeyouaroomfor...(date)14.Asingleroomis

US$80pernight,witha15%servicecharge.15.Weoffer10%discountforgroupreservation.16.Whatcreditcarddoyouholding,sir?17.

CanIpaywithtraveller’scheques?18.

YouhavetochangetheUSdollarsintoRMBattheexchangecounteroverthere.19.Thecreditlimitbythevisacardofficeis

$10,000,

weneedtheirpermissionto

extendcreditovertheamount.Wouldyouliketopaydifferenceincash？20.

Iwouldliketoconfirmyourreservation.Adoubleroomwithbath

from

September30th

toOctober3rd.Isthatright?六、实验注意事项实训过程中，学生应遵守相关教学制度。教学道具不得带离教学现场，如若造成教学设备的损坏以及教学道具遗失的需照价赔偿。

实验项目二

Checkin

登记入住

（4学时）一、实验目的掌握登记入住服务在酒店经营中的重要性和作用。了解登记入住的程序，掌握预定入住客人的入住程序（包括团体入住和贵宾入住），处理有客房时的散客入住程序以及未有客房时对散客的服务操作程序。明确自己的工作职责：安排入住客人的房间、发放房间钥匙；联系行李部把客人行李运送至房间；登记客人叫早服务、交通安排以及其他的要求；处理客人投诉。掌握各种不同的房价类型的相关常用英语表达和惯用语。二、实验原理或方法、手段讲授、任务型教学三、主要仪器设备及耗材前厅服务工作台、电脑、电话、模拟训练相关资料等。四、学生课前准备事项对登记入住服务过程做基本的了解。了解和掌握登记入住服务的相关常用英语表达和惯用语。五、实验内容及步骤

Checkin

登记入住1、分别对如何接待预定入住客人的入住程序（包括团体入住

和贵宾入住），有客房时的散客入住程序以及未有客房时对散客的服务操作程序进行训练，掌握其不同的基本工作程序，

掌握客人登记入住服务特有的词汇和表达法，掌握不同的房

价类型的相关术语和表达。2、呈现相关的词汇和表达法，由学生分别进行角色扮演。CheckinginfortheGuestwithaReservationScene

1:

Supposeyouarea

receptionist,you

are

receiving

Mr.Smith

’scheckingin

atthereceptiondesk

inthehotel.Hehasmadeareservation

fromTheUnitedStates.Tips:

1.

Mr.Smith

has

reserved

adouble

room

withabath

fromJan.8th

to12th

2.

Mr.Smith

wantstochangea

doubleroomwithafrontview

fora

doubleroomwitharearview

3.

fillouttheregistrationform,includingname,address,nationality,passport

number,signatureanddateofdeparture.CheckinginforaGroupScene

2:

Supposeyouare

atourguide,you

havemade

areservation

fromJuly15th

to18th

foragroupof

20people

inahotel

byphone.

Nowyouare

checkinginforthegroup.

Thereceptionist

isreceiving

you.

Tips:

1.

Youshowthenamelistwiththegroupvisa.2.You

have

10twinrooms

withshowerfor

July15th

to18th

3.Theroomrateis300

YuanRAM

pernight.

4.

Youneed

morning-callservicesat7:00tomorrowmorning.

5.Youtaketheroomcardand

thevouvhersfor

breakfastservedattheSpringHallonthesecondfloor.3.

ReceivingaWalk-inGuestScene

3:

SupposeyouareJackWilson,

you

cometo

KaiBinHotelto

have

a

singleroomforsix

nightsfromDec.

5th

to

10th

.

Thereceptionistreceivesyou.Tips：1.

Youhaven’tmadeareservation,butyouwanttohaveasingleroomwith

bathforsix

nights

fromDec.5th

to

10th.

2.

Youdon’twanttohaveonefacingthestreetbecauseyouwanttohaveasoundsleep.

3.

theroomrateis580RMBpernight

4.Youaskthereceptionistwhethertheyhaveanydiscountforalongstay.UsefulExpressions1.Whatkindofroomwouldyoulike

(prefer)?

2.

Whatkindofroomwouldyoulike?Wehavesinglerooms,doublerooms,

standard

rooms,suitesanddeluxesuites.3.Adoubleroomwithafrontviewis140USdollarspernight4.Adoubleroomwitharearviewis115USdollarspernight

5.

Couldyoutellmeunderwhosenamewasthereservationmade?7.MayIhaveyournameandphonenumbers,please?8.Howlongwillyoubestaying?9.Howlongwouldyouliketoextendyourstay?10.Haveyougotagroupvisa?11.Couldyougivemeyourpassportandfillinthis

registration

form,sir?12.Wouldyoupleasefillinthisregistration

form,sir?13.Thebellmenwillsendyourbaggagetoyourrooms..14.

Doyouhaveanyvacancies(vacantrooms)?15.

I’mverysorrywehavenoroomavailable.ButIcanrecommendyouanotherhotelhere.16.Wewon’tbeabletoguaranteeyouaroomfor...(date)17.Asingleroomis

US$80pernight,witha15%servicecharge18.Weoffer10%discountfor

a

groupreservation.19.

Whatcreditcardare

youholding,sir?20.

CanIpaywithtraveller’scheques?21.

YouhavetochangetheUSdollarsintoRMBattheexchangecounteroverthere.22.Thecreditlimitbythevisacardofficeis

$10,000,

weneedtheirpermissiontoextendcreditovertheamount.Wouldyouliketopaydifferenceincash？六、实验注意事项实训过程中，学生应遵守相关教学制度。教学道具不得带离教学现场，如若造成教学设备的损坏以及教学道具遗失的需照价赔偿。

实验项目三

Checkout

结账

（4学时）一、实验目的1、掌握酒店结账的工作程序（包括离店结账、餐厅用餐结账、康乐部消费结账），核对账单费用，避免计算错误，了解不同的账单支付方式。2、明确自己的工作职责，如客人对费用有异议时，应能有礼貌地解释账单费用，并及时与收银员联系解决。3、能熟练运用结账相关的常用英语表达和惯用语。二、实验原理或方法、手段讲授、任务型教学三、主要仪器设备及耗材前厅服务工作台、电脑、电话、模拟训练相关资料等。四、学生课前准备事项对结账服务过程做基本的了解。了解和掌握结账服务的相关常用英语表达和惯用语。五、实验内容及步骤Checkout

结账1、分别对如何离店结账、餐厅用餐结账、康乐部消费结账等服务操作程序进行训练，掌握其不同的基本工作程序，掌握结账服务特有的词汇和表达法，掌握不同支付方式的相关术语和表达。2、呈现相关的词汇和表达法，由学生分别进行角色扮演Checkingout

for

BillintheHotelScene

1:

Supposeyouare

Mr.Smith,youcometo

thereceptiondesktopay

your

billinthehotel.Tips:

1.

Yourroomandroomnumber

2.

Youhaveusedsomehotelservices,suchasthemini-bar,drinkingtwobottleofbeer

3.

Yourbilltotals880RMB.Youdon’thaveenougecash.Youwanttopaywithtravela’scheck.4.Youcheckthebillandask

What

the20Yuan

is

for.PayingincashScene

2:

JackandFrankhavedinnerinarestaurant.AftertheirdinnerJackpaysthebill,andthewaitersaysthattheyonlyacceptcashpayment

.

Tips:

1.

Whentheycometotherestaurant,alltablesarefullyreserved.

Theywaitforhalfanhour.2.

Theyhavesomedeliciouschinesefood-

Mapobeancurd,water-cookedfish,double

–cookedpork,

vegetables3.

Theywantabottleoforangejuiceandtwobottleofgingerbeer

3.The

billtotals

300

YuanRAM.

4.

Jackwantstopaywithcreditcard,butthewaitersaysthattheyonlyacceptcashpayment.

UsefulExpressionsGoodmorning，FrontOfficeCashier’s，canIhelpyou？Goodmorning，sir.MayIbeofservice？3.

Areyoucheckingouttoday，MissEvans？4.

Wouldyouliketovacatetheroomnow，sir？5.

What’syourroomnumber，please？/CanIhaveyourroomnumberandname，please？6.

Didyouhavebreakfastthismorning？8.Haveyouusedanyhotelservicesthismorningorhadbreakfastatthehotelcoffee

shop？9.Didyoutakeanythingfromthemini-barthismorning，sir？10.

Didyoumakeanyphonecallsfromyourroom？11.

Thankyoufor

waiting，thehotelincludingservicechargeforthethreedaysis

＄470.12.Haveyousignedanychitinthelasthour，sir？13.

Yourbillcomesto

＄840includingtheservicecharge.14.Yourbilltotals

＄1000excluding10percentservicecharge.15

.Hereisyourbill，wouldyouliketocheckit？16.Wouldyouliketocheckandseeifyourbilliscorrect？17.Thatfirstnumberisyourroomnumber202.18.Thesecondentryistherestaurantconsumption.19

.

Item6isthe

＄15forthephonecalls.20.

That’sfor

thelunchyouorderedfromyourroom.21.

Thatchargeisfordrinkstakenfromthemini-bar，sir.22.

Thisisthechargeforyourmini-barconsumptiononMay15th，23.That’sforthephonecallsyoumadefromyourroom.24.Youroverseastelephonecallis

includinginthebill.25.

Theservicechargeisincludinginthebill.26.

Isyourluggagedownyet，sir？ifnot，Iwillsendabellmantohelpwithyourluggage.27.

I’lldrawupyourbillforyou.

/ShallIdrawupyourbillforyou？28

.Pleasewaita

momentwhileIcalculate

yourbill.29.

Yourfinalbillhasnotreachedourdepartmentyet，sir.WouldyoupleasewaitamomentwhileIchaseitdown？30.I’mafraidthatthebillhasnotreachedusyet.SoIwillhavetocheckwiththedepartmentconcerned.31.

I’msorry，accordingtothehotelpolicy，wedon’tacceptpersonalcheque.32.

Yourbilltotals

＄2400，howwouldyouliketomakethepayment？33.

Weacceptcreditcardshere，whichcardwouldyouliketouse？34.

Thecreditlimitbythevisacardofficeis

＄10,000，weneedtheirpermissiontoextendcreditovertheamount.Wouldyouliketopaydifferenceincash？35.MayIhaveaprintofyourcreditcard，please？36.

Ourcheck-outtimeis12noon.Butyouusedtheroomuntil6pm.I’mafraidthatforlatecheck-outswechargeanextra50％

oftheroomrate.37.

CanIcheckthedetailsforyou，please？38.

WouldyoumindwaitingamomentwhileIcheckthedetails？I’lljustcheckitagainforyou.39.

I’msorry，sir，butthereseemstohavebeenamistake，would

youpleasewaitamomentwhileit’sbeingrectified？40.

I’msorry，sir.Therehasbeenamistake，we’llcorrectthebill.41.

I’msorry，sir，butthereseemstohavebeenamistake.PleasewaitamomentwhileIcorrectthebill.42.

Justonemoment，please，I’llcheckwiththeAssistantManager.

43.

Thankyouforwaiting，sir.Pleasesignonthisbill.44.

Excuseme，sir,butcouldyoupleaseendorsethischequewhereitbeencrossedout？45.

I’msorry，sir,butthedateonthechequeisincorrect.Itshouldbepay15thnotMay18th.Willyoupleasecorrectitandinitial.46.

CanIhavemybill，please？47.

What’sthisfor？48.

Wouldyouliketosignforit，sir？49.

Thankyou，Ihopeyouenjoyedyourdinner.50.

Howwouldyouliketopayforyourbill，sir？

52.WeacceptAmericanExpress，Mastercard，VisacardandEurocard.Whatkindhaveyougot？53.Doyouaccepttraveler’scheque？54.

Iseverythingallrightduringyourdinner，sir？六、实验注意事项实训过程中，学生应遵守相关教学制度。教学道具不得带离教学现场，如若造成教学设备的损坏以及教学道具遗失的需照价赔偿。实验项目四

ForeignCurrencyExchange

兑换外币（4学时）一、实验目的1、熟悉和了解美元、欧元、日元等常用外币与人民币的兑换率。

2、明确自己的工作职责，耐心细致地为客人服务。3、能熟练运用兑换外币相关的常用英语表达和惯用语。二、实验原理或方法、手段讲授、任务型教学三、主要仪器设备及耗材外币兑换处、电脑、电话、模拟训练相关资料等。四、学生课前准备事项1、了解货币兑换服务程序。2、熟悉和掌握外币兑换服务的相关常用英语表达和惯用语。五、实验内容及步骤ForeignCurrencyExchange兑换外币1、对如何进行外币兑换进行训练，掌握其不同的基本工作程序，掌握外币兑换服务特有的词汇和表达法，掌握不同支付方式的相关术语和表达。2、呈现相关的词汇和表达法，由学生分别进行角色扮演1.

ForeignCurrencyExchangeScene

1:

Mr.Smith

isatthelobbyofhotel.

Hecomesto

thereceptiondeskto

changsomeUsdollarsforRMB.

Thecashierserveshim.Tips:

1.

His

name

androomnumber

2.

HewanystoknowtheexchangrateforUSdollartoday.TheexchangerateofRAMagainstUSdollar

is6.8yuam

3.

Hewillchangefivehuandreddollars.4.

Fillintheexchangememo,hispassportnumberandthetotalsum

andsignshisname.UsefulExpressions1.Wouldyouliketochangesomemoney？2.

I’dliketochangesomemoney.3.Howmuchwouldyouliketochange,sir

？4.Wouldyoulikeitsmallorlargebills

？5.Theratesofexchangeareontheboardthere，sir.6.Itcomesto

￥3200attoday’sexchangerate.7.TheexchangerateofUSdollartoRMBis100:680,wouldyouliketochangenow?8.Today’srateofexchangeis8.09tothedollar.9.

I’msorry，sir，butthefiguresandthewordsonthechequedonotcorrespond.10.

Excuseme，sir,butcouldyoupleaseendorsethischequewhereit

beencrossedout？11.

I’msorry，sir,butthedateonthechequeisincorrect.Itshouldbepay15thnot

May18th.Willyoupleasecorrectitandinitial.12.

I’msorry，butwedonotexchangeHongKongdollarsintoJapaneseYuan.13.

I’mafraidwedon’tacceptnon-convertiblecurrency，sir.14.

CouldyouchangeitataForeignExchangeBank？15.

I’msorry，madam，butwehaveachangelimitof

＄500dollarsbetween9

p.m.

to

8.a.m.

duetothebankbusinesshours.16.

I’msorry，sir，weonlyofferone-waychange，wearenotlicensedforafullexchange.17.Pleasekeepthereceipt,you’llhavetoproduceitwhenyouwanttochangeyourmoneyback.18.

Ifwechangelargeamounts,ourcashsupplyrunsoutandwe’reunabletoobligeourotherguests19.

Couldyoucashtraveler’scheque，please？

20.

I’dliketoknowtherateforSwissfrancs.。

21.

Excuse，me.CouldItroubleyourforsomechange？22.

Sorrytotroubleyou，buthaveyouchangefor60fen？

23.

Letmehavealook，yes，wehavethechange，hereyouare.六、实验注意事项实训过程中，学生应遵守相关教学制度。教学道具不得带离教学现场，如若造成教学设备的损坏以及教学道具遗失的需照价赔偿实验项目五

Taking

Orders

点菜服务

（4学时）一、实验目的1、掌握酒店点菜的工作程序，熟练掌握菜肴、配菜名称，了解了解菜肴烹饪时间和酒水和饮料搭配，以及能清楚介绍和描述菜品。

2、能熟练运用点餐相关的常用英语表达和惯用语。二、实验原理或方法、手段讲授、任务型教学三、主要仪器设备及耗材餐厅服务工作台、餐厅、模拟训练相关资料等。四、学生课前准备事项对点菜服务过程做基本的了解。2、了解和掌握中餐、西餐、饮料和酒的相关常用英语表达和惯用语。五、实验内容及步骤Taking

Orders

点菜服务1、对如何对顾客进行中餐、西餐点菜服务进行模拟训练，掌握其不同的基本工作程序，掌握点菜服务特有的词汇和表达法。呈现相关的词汇和表达法，由学生分别进行角色扮演TakingOrdersataWesternRestaurantScene

1:

Mr.Smith

andhisfriends

cometo

awesternrestaurant

to

havesupper.Thewaiterwelcomesthemandservesthem

your

billinthehotel.Tips:

1.

Theydon’twanttohavetabled’hote,butalacarte.

2.

They

orderbeefsteak(someitwelldone,underdown,othersrare)

,

dicedchickenwithpepper&blackbeans,lobser,lambchopandfruitsalad.

3.Theyorder10

bottleofbeer,

whiskeyformen,somesoftdrinksforladies.

4.

Weservethesebeers，SanMiguel，Carlsberg，Lowenbrau，SunTory，BlueRibbonandFivestar，whichonedoyouprefer2.

TakingOrdersataChineseRestaurantScene

2:

Mr.Bellowandhisfriends

wanttotrysomechinesefood,thewaiter

recommends

somechinesefoodtothem

.

Tips:

1.

They’d

liketotrysomerealChinesecuisine.But

they

havenoideaaboutit.

Thewaiterrecommendssomechinesefoodtothem

2.Theyhavesome

specialdishes-

Mapobeancurd,water-cookedfish,double

–cookedpork,

tenderboiledchickenwithsoysauce,steamed

ReevesShad,

peppersaltfriedspareibs3.Thesoup:wildmushroomsoup,porkribsandtunipsoup,

stewedmushroomincheckensouptomatoandeggsoup,

vegetables

4.TheywantchampagneandbrandyUsefulExpressions1.

Goodevening,sirs.Would

you

liketotakeyourordernow?2.

Doyouhaveareservation?

Yeah,wehaveareservationunderMr.Smithforfourpeople.3.

We’dliketotrysomerealChinesecuisine.Butwehavenoideaaboutit.

Whatwouldyourecommend?4.

Wouldyouliketohavetabled’hote,oralacarte?5.Weofferspecialmenusfor

different

diets.6.Whynottryourbuffetdinner?7.Wouldyoulikeatableinthehallorinaprivateroom?8.Howmanypeoplearethereinyourparty?9.Doyouhaveanyspecialrequirementsforthecelebration?10.Couldyoupleasetellmeinwhosenamewasthereservatiommade?11.I’

mafraidthattableisreservedfor8p.m.12.

Wedon’thaveavacanttableatthemoment.13.I’msorry.Thetablebythewindowhasbeenreserved.14.Wouldyouliketohavetabled’

hote,oralacarte?15.Whichflavorwouldyouprefer,sweetorchilly?16.WouldyouliketotryourHouseSpecialty?17.Today’sspecialis...,witha20%discount.18.Whatwouldyouliketodrink？we

have

agreatvarietyofwines.Whichkindof

themdoyouprefer？19.

Wouldyoulikeyoubeerdraughtorbottle?20.

Wouldyoulikeyourcoffeewithmilkandsugar

?21.Withiceorwithoutice,sir?22.Idoapologizeforgivingyouthewrongdish.I’llheatitupforyouatonce.23.I’mterriblysorry.Iwillgotocheckitoutandbringittoyouassoonas

possible.24.

CouldIofferyouacomplimentarydrink?25.Pleaseacceptourapologies.Iassureyouthiswon’thappenagain.六、实验注意事项实训过程中，学生应遵守相关教学制度。教学道具不得带离教学现场，如若造成教学设备的损坏以及教学道具遗失的需照价赔偿实验项目六

DealingwithComplaints

处理投诉

（4学时）一、实验目的1、对客人对酒店的投诉有一个总的了解，正确对待和处理客人投诉，掌握和了解酒店各部门的设备状况。

2、明确自己的工作职责，掌握处理客人投诉的程序和步骤，避免指责、争论，力争成功解决客人投诉的问题，以树立酒店良好的形象。3、有良好的沟通能力和语言表达能力，能熟练运用处理投诉相关的常用英语表达和惯用语。二、实验原理或方法、手段讲授、任务型教学三、主要仪器设备及耗材前厅工作台、电脑、电话、模拟训练相关资料等。四、学生课前准备事项

1、对酒店客人常见的投诉问题有基本的了解。

2、了解和掌握处理投诉服务的相关常用英语表达和惯用语。五、实验内容及步骤DealingwithComplaints

处理投诉1、分别对客人对房间设施、上错菜的投诉进行模拟训练，掌握基本工作程序，掌握处理投诉特有的词汇和表达法，注意工作态度和语言交流的方式。2、呈现相关的词汇和表达法，由学生分别进行角色扮演。1.

ComplainingaboutRoomFacilitiesScene

1:

Supposeyouarea

receptionistat

Service

Center,aguest

phonesto

youtocomplainaboutthe

air-conditionnerinhisroom

inthehotel.

Tips:

1.You

firstlistencarefullytotheguestwithasmilingface.

2.Youcomforttheguestwithsoftwords.

3.You

telltheguestthatyouwillaskthemanagertodealwiththeproblem.

4.Themanagerfirstsayssorrytotheguestandthen

willsendanengineerstraightuptotheguest’sroomtohavealookattheair-condintioner.

5.The

guestacceptsthemanager’ssuggestiontodealwiththeproblem.

2.ComplainingaboutMis-servingScene2:

Supposeyouarea

head

waiter,aguest,

Mr.White

comestoyoutocomplainaboutthemis-servingintherestaurant.

He

ordersawell-downsteak.Butthewaitergiveshimararedownsteak.

Heasks

thewaiterwhethertheymake

amis-serving.

You

apologize

toMr.Whiteforgivinghimthewrongdish.You

promisetochangeitimmediately.

Tips: