《酒店服务英语》完整课件

酒店服务英语ContentsPartoneCourtesyEnglishParttwoTheFrontOfficePartthreeHousekeepingDepartmentPartfourFoodandBeverageServicePartfiveTendingAtTheBarPartsixDealingWithTheComplaintsPartsevenOtherServicesPartoneCourtesyEnglishUnit1IntroductionUnit2GreetingsUnit3PartingUnit4Requests

(Thanks)

and

ResponsesUnit5AskingthewayParttwoTheFrontOfficeUnit1RoomReservationsUnit2CheckInUnit3InformationDeskUnit4BellServiceUnit5TheFrontCashierPartthreeHousekeepingDepartmentUnit1GuidingGuestsToTheirRoomsUnit2Make-upServiceUnit3ProvidingServiceForGuestsUnit4Wake-upCallServiceUnit5LaundryServicePartfourFoodandBeverageServiceUnit1RestaurantReservationsUnit2TakingOrdersUnit3BreakfastUnit4AtaChineseRestaurantUnit5BuffetandRoomServicePartfiveTendingAtTheBarUnit1ServingCocktailsUnit2OrderingWinesUnit3PublicRelationsUnit4TrainingTheBarWaitersPartsixDealingWithTheComplaintsUnit1ComplainingAboutTheRestaurantsUnit2ComplainingAboutTheHousekeepingUnit3ComplainingAboutOtherServicesPartsevenOtherServicesUnit1ShoppingCenterUnit2BusinessCenterUnit3SportsActivitiesUnit4RecreationUnit1Introduction

DialogueinContextDialogueA：Self-introduction(AguestcomestowardstheReceptionDesk.)Receptionist:Goodmorning,sir.CanIhelpyou?Guest:Yes,I’mDannyLeducfromAmerica.Ihavereservedfortonight.R:Letmesee,sir…Yes,thatwasastandardroom.G:Yes,that’sright.(InterviewinthePersonnelDepartmentofahotel.)Girl:Goodafternoon,Mr.Li.ManagerLi:Goodafternoon.Canyouintroduceyourself?Girl:Yes.MynameisZhangHong.I’meighteenyearsold.Ihavejustfinishedfromthetouristschool.MymajorsubjectisHotelService.ManagerLi:What’syourhobby?Girl:Ihavemanyhobbies.Ilikesinginganddancing.Ienjoyplayingthepiano.DialogueB:IntroducingPeople(Mr.Wang,asalesmanofthehotel,isintroducinghisguest,amanagerofacompany,tohissalesmanager.)Mr.Wang：Mr.Smith,thisisthemanagerofthesalesdepartment,MissLi.MissLi,ThisisMr.Smith,themanageroftheadvertisementcompany.He’dliketohaveameetinginourhotel.Mr.Smith:Howdoyoudo,MissLi.Nicetomeetyou.MissLi:Howdoyoudo,Mr.Smith.Nicetomeetyou,too.DialogueC:IntroduceEachOther(DannymeetsLucybyaccidentataparty.)

Danny:(Accidentallyspillinghisdrink)Whoops.I’mterriblysorry.Here,letmegetaclothfromthewaiter.Lucy:It’sok.Icandoitlater.It’sreallycrowdedhere.Danny:Well,mynameisDanny.Lucy:I’mLucy.Nicetomeetyou.Danny:Didyoucomeherebyyourself?Lucy:Yeah,Icomeherewithmyfriend,Judy.Howaboutyou?Danny:Icomehereonlybymyself.Wheredoyouwork?Lucy:Idon’twork.Actually,I’mastudentatMcGill.Danny:Really?Ijustgraduatedfromtherelastyear.ReadingActivity

CourtesyIndustryAnothernameforhotelkeepingisthe“Courtesyindustry”.Webelieveinold-fashionedandgoodmannersandpoliteness.Practisethesetilltheybecomesecondnature—tillyouarecourteousautomatically.Alsoremembertolookfor“cuesintheenvironment”whendealingwithguests—thoselittlehintstotellusiftheyarehappy,satisfied,comfortable.Thiswillhelpustoavoidmakingthemdiscontentedandangry.Beforethepointisreachedwhenguestscomplain,weshouldhavenoticedtheirdissatisfaction.Goodmannersmeanyouneverknowinglyupsetanyone.Unit2GreetingsDialogueinContextDialogueA：IntheMorningA:Goodmorning!Madam.B:Goodmorning!A:Welcometoourhotel!B:Thankyou.Oh,excuseme,whereistheChineserestaurant?A:Thisway,please.TheChineserestaurantisoverthere.B:Thanksalot.A:Ihopeyou’llenjoyyourstayinourhotel.DialogueB：IntheAfternoonA:Goodafternoon,Mr.Leduc.B:Goodafternoon.A:Howareyouthisafternoon?B:Verywell,thankyou.Andyou?A:I’mverywell,too,thankyou.IsthisyourfirstvisittoBeijing?B:Yes,itis.A:How’syourstayhere?Everythingtoyoursatisfaction?B:Superb!Theviewissuperandtheserviceisexcellent.Ilikeitverymuch.A:I’mverygladtohearthat.DialogueC：IntheeveningA:Goodevening,Mr.Smith.B:Goodevening,XiaoZhang.A:Howareyoutoday?Wheredoyouvisittoday?B:IvisittheGreatWalltoday.It’swonderful.A:HaveanicetripinBeijingandenjoyyourstayinourhotel.B:Thankyou.It’scomfortabletostayhereandtheserviceisexcellent.A:Nicetohearyourhighpraiseofourhotel.ReadingActivity

SpeechandSmilesEverycultureisdifferent.Trytoappreciatethis.Forexample,Westernersliketojoke,sopleasedon’ttakeoffence.Don’tusecoarseexpressionsorslang.Don’tuseswearwords,eveninChinese(whichmanyguestsunderstand).Don’ttrytobefunnyorsmart.Don’tcallforeigners“Kwei-lo”orotherderogatoryterms.Youonlydegradeyourselfbyusingsuchterms.Don’timitatesomeone’sspeech,accentortoneofvoicelikeaparrot.Yourtoneofvoicemustbepleasantandcontrolled.Nevershoutorusesarcasmorbeimpatient.Aboveall,smile,evenifyouareagirl,andyouweretaughttobereservedwithstrangers.Guestsarenotstrangers—theyarefriendsofourbusiness.Remembertosmilewithyoureyes,andnotonlyshowyourteeth.Onthetelephone,putasmileintoyourvoice.Asmilecostsnothing,butitenrichesthereceiver.Unit3PartingDialogueinContextDialogueA：InaCashierofFrontOfficeF/OCashier:Goodmorning,madam.WhatcanIdoforyou?(Smiling)Guest:I’mAmyEvans,Room2239.Iamcheckingouttoday.CanIhavemybillnow?Ca:Certainly,MissEvans.Pleasewaitamoment…Sorrytohavekeptyouwaiting.MissEvans,hereisyourbill,thetotalis1280Yuan.G:Hereyouare.Ca:Thankyouverymuch.Hereisyourchangeandreceipt,MissEvans.Ihopeyouenjoyedyourstaywithus.G:Thankyouandgood-bye.Ca:Good-bye.DialogueB：InaRestaurantGuest:Waiter!Comehere,please.Waiter:Yes,sir.Anythingelse,sir?G:Nothanks.I’dliketohavemybillnow.W:Allright.Onemoment,please…Sorrytohavekeptyouwaiting.Hereisyourbill.G:CanIsignforit?W:Certainly,sir.G:(Signthebill.)Thankyouforyourkindservice.Seeyoulater.W:Wehopetoserveyouagainsoon.Good–bye.DialogueC：AttheAirportDanny:Thankyouforcomingtoseeusoff.TourGuide:It’sourpleasure.D:We’veenjoyedourstayinGuilin.T.G:We’veenjoyedhavingyouwithus.IhopeyoucancomebacktoGuilinagain.D:Yes,wewill.I’mafraidwemustbeoff.Good-bye.T.G:Good-bye,Danny!Wishyouhaveapleasantjourney.Takecare,Danny!D:Thankyou.Good-bye.ReadingActivityAmericansliketotravelontheiryearlyholiday.Today,moreandmoretravelersintheUnitedStatesarespendingnightsatsmallhousesorinnsinsteadofhotels.Theygetaroomforthenightandthebreakfastthenextmorning.RoomsforthenightinthesehomeswithbreakfasthavebeenpopularwithtravelersinEuropeformanyyears.Recently,thesebed-and-breakfastplaceshavebecomepopularintheUnitedStates.ManyoftheseAmerica’sbed-and-breakfastinnsareoldhistoricbuildings.Somebed-and-breakfastinnshaveonlyafewrooms.SomeinnsdonothavetelephonesorTVintheroom.Stayingataninnischeapandalmostlikevisitingsomeone’shome.Theownersaregladtotellabouttheinterestingplacestovisit.Manytravelerssaytheyenjoythechancetomeetlocalfamilies.Unit4Requests

(Thanks)

and

ResponsesDialogueinContext：DialogueA:A:Goodmorning.B:Goodmorning.IsthereanythingIcandoforyou?A:Yes.Doyouhavetimethisweekend?B:Yes,I’mfree. A:Ineedtodosomeshopping,butIdon’tknowmywayaroundtown.Couldyougowithme?B:Sure.HowaboutSaturdayafternoon?A:Great.Thankyouverymuch.B:Youarewelcome.DialogueB:A:ThankyouforhelpingmewithmyEnglish.B:Oh,don’tmentionit.I’mgladIcouldhelpyou.Doyouthinkyouunderstandbetternow?A:Yes,muchbetter.I’msorryIhavewastedyousomuchtime.It’sjustsodifficultforme.B:Well,anytimeIcanhelpyou,justgivemeacall.A:It’sverykindofyou.Thankyouverymuch.DialogueC:A:Hello.ThisisDr.Jones’office.B:Hello.ThisisMarySmith.Iwouldliketomakeanappointmenttoseethedoctor.A:Let’ssee…couldyoucomeinat4o’clockthisFriday?B:OK.Thankyou.4o’clockthisFriday.Bye-bye.A:Good-bye.ReadingActivityGoodMannersEveryonelikesapersonwithgoodmanners,butnoonelikesapersonwithbadmanners.Whataregoodmanners?Heneverlaughsatpeoplewhentheyareintrouble.Insteadheoftengivesthemhiswarmhand.Hetakeshisturn,anddoesn’tpushtothefront.Whenhehastroubledothersordonesomethingwrong,hesays,“I’msorry.”Whenhegetsthehelporagift,hesays,“Thankyou.”Hedoesnottalkorlaughloudlyinpublic.Goodmannersreallymeanbeingkindandhelpfultoothers,especiallythoseolderorweakerthanourselves.Unit5AskingtheWayDialogueinContextDialogueA:A：Excuseme,sir.CanyoutellmewheretheBankofChinais?B：Certainly,butit’salongwayfromhere.Whydon’tyoutakeNo.102bus?Itstopsrightoverthere.A：Iwanttowalk,Ineedtheexercise.B：Well,gothreeblocksstraightahead,andthenturnleft.GodownRiverRoad.Thebankisonyourright,oppositethePeople’Park.Youcan’tmissit.A：Isee.Thanksalot.B：Notatall.DialogueB:A：Excuseme.I’mnewhere.Whereisthenearestsupermarket?B：That’seasy.Godownthestreetuntilyouseethetrafficlights.tenturnleft.A：Godownthestreetandturnleft?B：That’sright.Thesupermarketwillbeonyourright.A：Ontheright.Thankyouforyourhelp.B：That’sallright.DialogueC:A:Excuseme.Isthereasubwaystationnearby?B:Yes.There’sasubwaystationonMainStreet,nexttotherailwaystation.A:Howfarisitfromhere?B:Nottoofar,aboutatwenty-minutewalk.A:CanItakeabusthere?B:I’mafraidthere’snobusgoingthere.You’dbettertakeataxi.A:Thanksverymuch.B:You’rewelcome.ReadingActivityNewYorkCityTomanypeople,NewYorkistheUnitedStates.Itisthecommercialandculturalcenterofthecountry.Alotofpeoplehaveseenpicturesofitsskyscrapers.TherearemoreskyscrapersinNewYorkCitythananywhereelseintheUnitedStates.Thecity’stheaterdistrict,Broadway,isveryfamousaswell.Thousandsofpeoplegotheretoseeshows.Therearedifferentplaysandmusicals.Onecanalwaysfindsomethinginterestingtosee.Everysummer,highschoolstudentsfromallovertheUnitedStatesgotoNewYork.TheycantakethebusorsubwaytovisitfamoussitessuchastheUnitedNations,theStatueofLiberty,theMetropolitanMuseumandtheBronxZoo.Itisveryeasytotakeabusorsubway.Unit1RoomReservationsDialogueinContextDialogueA：MakingReservationThroughaLongDistanceCallReservationist（R）：BeijingHotel,ReservationDesk.CanIhelpyou?Client（C）：IamcallingfromNewYork.I’dliketoreservearoom,please.R:Whatkindofroomwouldyoulike,sir?C:ASingleroom,please.R:MayIknowyourname,Sir?C:JohnSmith,J-O-H-NS-M-I-T-H.R:Thankyou,Mr.Smith,whenareyougoingtoarrivehere?C:OnSeptember20th,Ithink.R:Forhowlong?C:3nights,fromSeptember20thtoSeptember22nd.R:Verywell,Mr.Smith,asingleroomfromSeptember20thtoSeptember22nd.AmIcorrect?C:Yes,thankyou.R:Onemorething,mayIhaveyourphonenumber,please?C:Yes,it’s06-4895-3084.R:Thankyou,Mr.Smith,MynameisSusan,wearelookingforwardtoservingyou.DialogueB:AfacetofaceReservationReservationist（R）:CanIhelpyou,sir?Client（C）:I’dliketobookadoubleroomformyfriends,theSmiths,heisarrivingonthe20thofthismonth.R:Forhowmanynights,sir?C:I’mnotsure,butitcouldbefourtosixdays.R:Pleasewaitamoment,I’llcheckourreservationrecord.Thankyouforwaiting,I’mafraidwearefullybookedonthatday,weusuallyhavehighoccupanciesinthepeakseasons.C:Couldyourecommendanotherhotelnearbytome?R:Yes,ofcourse.IsuggesttheRoyalhotel.We’reC:What’stherateforadoubleroomthere?R:320Yuananight,withbreakfast.C:Fine,doyouknowtheirtelephonenumber?R:Letmesee,it’s2890-3588.C:Thankyouverymuch.Goodbye.R:Goodbye.DialogueC:AGroupReservationReservationist（R）:Reservations,MayIhelpyou?Client（C）:Yes,TheAmericanGlobalVolunteerGroupwillbevisitingBeijingattheendofthismonth,I’dliketoreserve12singleroomsfor14days.R:Forwhichdates?C:FromMay27thtoJune9th.R:Yes,sir,wecanoffer12singlesroomforthesedays.C:Thankyou,willtherebeaspecialrateforagroupreservation?R:Yes,thereisa10percentdiscount,andwewillarrangetopickthemupattheairport,sopleasegivemetheflightnumber.C:Oh,sorry,Ididn’tbringitwithme,I’llletyouknowbyphonetomorrow.R:Thankyou.MayIknowyournameandphonenumberplease?C:MynameisSteven,myphonenumberis8463-8293.Onemorething,haveyougotabigconferencehall?Fortheywillhaveameetingonthe10th.R:Yes,sir,wehaveaverynicemulti-functionhall,youmaycontactwiththesalesmanageraboutthat,hisofficeisonroom2302.C:Isee,thankyou.R:You’rewelcome.ReadingActivityHomeandHouseMaybeyouhaveheardaboutthisstory:oncetherewasamillionairewholivedalone.OnaChristmasEve,hisassistantaskedhimifhewouldliketogohomeearlier,heanswered:“Iamnotgoinghome,Iamjustreturningtomyhouse.”Whatdoyouthinkofthestory?Tomostofpeople,homeandhousehavetotallydifferentmeanings.Homemakesyoufeelwarm,youlivewithyourfamilymembersinitandyoushareeverything,includinghappinessandsadnesswiththem.Houseisaplacewhereyoujustlive.Ifyouignoreyourhomes,theworldwillbealovedesertonlywithagreatnumberofconcretebuildings.Socherishyourhomeandyourfamilymembers.Givemorelovetothem,eventhoughyouarenotlivinginahousewithyourfamilymembers,youarelivinginyourhomeaslongasyourheartsarewiththem.Unit2CheckInDialogueinContextDialogueA:RegistrationReservationist（R）:Goodevening,sir.WhatcanIdoforyou?Client（C）:Goodevening.Ireservedasingleroomafewdaysago,I’mJohnSmith.R:Justamoment,please,Mr.Smith,I’llcheckthearrivallist.Yes,asingleroomfromSeptember20thtoSeptember22nd.forMr.Smith.C:Yes,that’sright.R:MayIseeyourpassport,Mr.Smith?Andwouldyoumindfillingintheregistrationform?C:Hereyouare.R:Thankyou,Mr.Smith.HereisthekeytoRoom3022andyourroomcard.Thebellmanwillshowyouup.Haveaniceevening,sir.C:Thankyou,bye-bye.DialogueB:ReceivingaWalk-inGuestReservationist（R）:Goodafternoon,sir.CanIhelpyou?Client（C）:Goodafternoon,I’dliketohaveadoubleroomwithabath,please.R:Haveyougotareservation,sir?C:I’mafraidnot.R:Pleasewaitamoment.I’msorry,sir,wedon’thaveanyroomsleftatthemoment,we’llbeabletoofferyouadoubleroomafter6o’clockthisevening,orwouldyouliketotryanotherhotel?C:That’stoobad,I’vejustarrivedfromNewYork,andafriendofminehighlyrecommendedyourhoteltome,I’dliketostayinahotelinthecitycenter,I’llwaittill6o’clock.R:Thankyouforstayinginourhotel.Perhapsyoumighttakearestinourlobbywhileyouarewaiting,ifyouneedanyhelp,doletusknow.C:That’llbefine.DialogueC:ExtendingtheStayReservationist（R）:Goodmorning,sir.WhatcanIdoforyou?Client（C）:Goodmorning,I’mgoingtocheckouttodayaccordingtotheschedule,butIhavetoextendmystayinBeijingforbusinessformoredays.R:MayIknowyourroomnumber?C:Room3022.R:Justamoment,I’llchecktherecord,well,youplannedtostaytillSeptember22nd.C:Yes,nowI’mgoingtostayforanother3nights.Isitavailableformyroom?R:I’msorry,Mr.Smith,Youcouldkeepyouroomtill22ndbecauseithadbeenreservedoutfromthenon.Wewillarrangeanothersingleroomforyou.C:Thatwilldo,Thankyou.R:Wouldyoupleaserewritethedeparturedatewiththe25th?Thankyou,Ihopeyouareenjoyingyourstaywithus.ReadingActivityTouristInformationCenterThereareover700TouristInformationCenters(TICs)inBritain.YouwillusuallyfindTICscentrallypositionedintownsorbesidemainroads.MostTICsareopenfromMondaytoFriday,9:00to17:00,althoughinsummermanyareopenlongerandonweekends.SomeareopenfromEastertoSeptemberonly.Whereveryougo,TICswillhelpyoufindaccommodationsforthenight.Manycenterswillmakeareservationforthesamenightintheirlocality—inEnglandasmallchargeisusuallymade.Pleasenotethatthecentersdonotmakeadvancebookingsbymailortelephone.YouareadvisedtocalltheTICsandbookyournight’saccommodationbefore6:00.Unit3Information

Desk

DialogueinContextDialogueA:Recommending&ShowingtheWayReceptionist（R）:Goodmorning,sir.WhatcanIdoforyou?Client（C）:Well,Iwonderifyoucouldrecommendagoodlocalrestauranttome.MyfriendsandIprefertotasteChinesedishes.R:Certainly,sir.AsfarasIknow,TheRedMansionKitchenservesverygoodlocaldishes,oryoumighttryourChineserestaurant,itserveslocaldishesaswell.C:HowfaristheRedMansionKitchenfromhere?R:ItisneartheYuYuanTanonthewestsideofthecity,it’salittlefarfromhere,Iwouldsuggestyoutotakeataxi.C:Allright,we’lltrytheRedMansionKitchenbytaxi,Couldyouorderataxiforus?R:Yes,I’dbegladto.DialogueB:SettingEarlyMorningCallReceptionist（R）:Goodevening,sir.WhatcanIdoforyou?Client（C）:Goodevening.ThisisMr.Johnsmithinroom3022.I’mgoingtoTianjingearlynextmorning,soIwouldliketohaveanearlymorningcall.R:Yes,Mr.Smith,atwhattimeshouldwecallyou?C:Letmesee,IhavetobeattheHyattTianjingby10o’clock.Youwouldn’tknowhowlongittakestodrivetherefromthehotel,wouldyou?R:Iwouldgiveitatleast3hoursandahalf.C:Inthatcase,Iwouldlikeyoutocallmeat6:00.R:Yes,Mr.Smith,wewillwakeyouupat6:00tomorrowmorning.Haveanicesleep.C:Goodnight.DialogueC:PostingServiceReceptionist（R）:

Goodafternoon,sir.CanIhelpyou?Client（C）:

Yes,IwouldliketosendthisparceltomyfriendinU.K.CanIsenditfromhere?R:

Sure,sir.Doyouwanttosenditbyairorbyexpressmail?C:

Byexpressmail,please,it’squiteurgent.R:

Justaminute.I’llweighitforyou.It’sonehundredandeightyyuanRMB,please.C:

That’sallright.Bytheway,howmuchdoesitcosttosendapostcardtotheUnitedStates?R:

It’sfiveyuan,sir.C:

WherecanIgetthestamp?R:

Youcangetithere.C:

That’sgreat,couldyougivemethree,please?R:

Yes,sir.Hereyouare.C:

Thankyouverymuch.R:

Gladtobeofservice.ReadingActivityApennyfromHeavenIfoundapennytodayJustlayingonthegroundButit’snotjustapennyThislittlecoinI’vefoundFoundpenniescomefromheavenThat’swhatmyGrandpatoldmeHesaidangelstossthemdownOh,howIlovedthatstoryHesaidwhenanAngelmissesyouThentossapennydownSometimesjusttocheeryouupTomakeasmileoutofyourfrownSodon’tpassbythatpennyWhenyou’refeelingblueItmaybeapennyfromheavenThatanAngel’stossedtoyouUnit4BellServiceDialogueinContextDialogueA:GreetinganArrivingGuestDoorman（D）:Goodafternoon,sirandmadam.Areyoucheckingin?Clients(C):Yes.D:Doyouhaveanybaggageinthetrunk?C:Yes,2suitcasesandonebag.D:Istheeverything,sir?C:Yes,that’sall.D:MayIhelpwithyoursuitcases,sir?C:Thankyou.D:Pleasemindyourstep,madam,it’sslippery.C:Yes,Iwill.D:Pleasegoinbythedoorontheleft,abellmanwillshowyoutotheFrontDesk.C:You’vebeensohelpful,thanksalot.D:It’smypleasuretobeatyourservice.DialogueB:Sendingbaggagetoguest’sroom(Aknockonthedoor.)Client(C):Who’sthat?Bellman(B):I’mthebellmantobringyouthebaggage,sir.C:Comeinplease.Thankyou.B:Thankyou,sir.Hereisyourbaggage.Twosuitcasesandahandbag.Isthatcorrect?C:Yes,that’sright.Bytheway,doyouhaveanindoorswimmingpoolhere?B:Yes,sir,Itisontheeleventhfloor.Wealsohaveagymonthatfloor.C:Howaboutyourdiningservice?Iwanttohaveadeliciousdinnerwithmyfriends.B:WehavetwoverygoodChineserestaurants,whichserveuntil2:00o’clockinthemorning.C:Thatsoundsgood.Thankyouforyourinformation.B:You’rewelcome,sir.Ifyouwanttomakeareservation,thenumberisonthebrochure.C:(Givingthebellmanatip.)You’reveryhelpful.B:Thankyou,sir.Pleasecallifyouneedanyhelp.Goodbye.DialogueC:

Ticket-bookingBellCaptain(BC):Goodmorning,Mr.Smith,IsthereanythingIcandoforyou?Client(C):Yes,please.IamgoingtoflytoXi’anthisSaturday,couldyoubook2airticketsforme?BC:Weusuallybooktheticketsthreedaysinadvance.Sinceit’speakseasonfortraveling,alltheticketsareprobablybookedup,Ishouldsay.C:Whatluck!But…BC:Whydon’tyoutrytogotherebytrain?Itcostsyoulessthanhalfaday,anditiscomfortableaswell.C:Well,itseemswe’llhavetotakethetrain.BC:Whattimewouldyouliketoleave?C:Inthemorning,ifpossible.BC:Justamoment,letmecallthestation.Sir,therearesometicketsleftonMo.42specialexpress,whichwillleaveat7:30PM.ItwillarriveinXi’aninthenextmorning.C:I’lltakeit.I’meagertovisittheEmperorQinShihuang’sterra-cottaarmy,whichenjoysthefameastheeighthwonderoftheworld.MywifehasbeendyingtovisitHuaqingPoolaswell.BC:IwishyouawonderfultriptoGuilin.C:Thankyou,here’ssomethingforyou.BC:Wewon’taccepttips,thankyouanyway.Reading

ActivityTipsTipping,thatis,givingasmallamountofmoneyforservice,isanoldcustom.TheFrenchcallatipa“Puoboire”,meaning“foradrink”,toshowappreciationforgoodservice.Nowadays,however,guestsinhotelsareexpectedtogivetipstoallpersonswhogivethemservice—roommaids,floormen,bellmen,valets,housemen,aswellaswaitersandwaitresses,captains,headwaiters,barmen,andbusboys.Theusualamountforwaitersisfromtentofifteenpercentofthebill.However,ifawaiterhasgivenexceptionalserviceorhasdoneextrafavors,heshouldbecompensatedinproportiontohisservice.Eventhoughthetipissometimesincludedinthebill,theemployeesexpectadditionalgratificationinsomecases.Aguestwillusehisgoodjudgmentandtipinaccordancewiththeservicereceived.Unit5TheFrontCashierDialogueincontextDialogueA:ForeignCurrencyExchangeCashier（C）:Goodafternoon,sir.WhatcanIdoforyou?Guest（G）:Goodafternoon,I’dliketochangesomeUSdollarsandIliketoknowtoday’sexchangerate.C:It’s8.57toUSdollar,whichistheexactlysamerateasthebankgives.G:OK,I’llchange100USdollarsintoRMB,hereisthemoney.C:Pleasewriteyourname,passportnumberandroomnumberontheslip.G:Hereyouare.Bytheway,willyoupleasegivemesome10-Yuannotes,Ineedsomesmallchange.C:Noproblem.Hereisthemoney,totalamount857Yuan,pleasehaveacheckandkeeptheexchangememo.G:What’stheexchangememofor?C:YouneedtoshowitattheCustomswhenyouwanttoconverttheRMBleftintoyouowncurrency.G:Thankyouforyourkindhelp.C:Mypleasure.Haveanicetrip.DialogueB:CheckingOutCashier（C）:Goodmorning,sir.MayIhelpyou?Guest（G）:Yes,I’dliketocheckoutnow.C:MayIknowyournameandroomnumber,please?G:JohnSmithinRoom3022.C:Pleasewaitamoment.…Here’syourbill,Mr.Smith.Wouldyouliketocheckit?G:Thankyou.Mmm,What’sthe50Yuanfor?C:That’sforthedrinksyouorderedfromyourroom.G:Isee.CanIpaywithtraveler’scheques?C:Certainly.Here’syourreceipt.Thankyou.DialogueC:Mis-calculationCashier（C）:Goodmorning,sir.WhatcanIdoforyou?Guest（G）:JustnowIcheckedout,butitseemsthattheremightbesomethingwrongwithmybill.C:Oh,yes?G:Icheckedinonthe20thandwillleavethismorningon25th,that’sexactly5daysintotal,butIpaidfor6days.C:Well,letmesee.Ahyes,youwerewronglychargedfortoday,sorrysir,Idoapologizeformymistake.G:That’sallright.C:I’llgiveyouanotherinvoiceandhereisthemoneywehaveoverchargedyou.G:Thankyou.C:I’mterriblysorrytohavebroughtyousomuchtrouble,Mr.Smith,Haveanicetrip.ReadingActivityCreditCardPaymentIncaseswhentheguestwantstopayhisbillbycreditcard,thecashiershouldalwaysfollowtheprocedurebelow:Checkandseeifthecardisstillvalid.Theexpirationdatecanbefoundatthefrontbottomofthecard.Makesurethattheamountofsalesdoesnotgobeyondtheauthorizedcreditlimit.Checkandseeiftheguest’scardnumberislistedonthelatestcopyofthewarningnoticesentbybank.Askthecardholdertosigninthedesignatedspaceandthencomparethesignaturewiththesignaturepanelonthebackofthecard.Givethecardholder’scopytotheguestandkeepestablishmentcopyinyourfilesforoneyear.Mailtheremainingcopytothecreditcardcompanywithinthespecifiednumberofdays.Unit1

GuidingGuestsToTheirRoomsDialogueinContextDialogueA(TheMartinswalkfromtheelevator.Thefloorattendant(FA)movesforwardtowelcomethem.)FA:Goodmorning,sirandmadam.Didyouenjoyyourjourney?Welcometothetenth