《酒店英语》课件-第2单元 柜台服务

酒店英语会话

第六版Unit2CounterService单元学习目标Howtoreceivetheguestwhohasmadeareservation如何进行有预订接待1Howtoreceivetheguestwhohasn’tmadeareservation如何进行无预订接待Howtoreceiveagroupofguests如何进行团队接待342Howtoreceivethespecialguests如何接待特殊客人PracticalSentencePatterns实用句型

Haveyoumadeareservation,sir?MayIhaveyourname,please?先生，您预订了吗？请问您叫什么名字？

Doyouhaveareservationwithus,Mr.Green?格林先生，请问您预订房间了吗？

Doyouhaveareservation,madam,please?夫人，请问您预订了吗？

Howdoyouspellyourlastname,please?怎样拼写您的姓？

Pleasewaitamoment.I’llhaveacheck.请稍等，我查一下预订信息。

Justaminute/moment,please.I’llcheckthereservationrecord.请等一下，我查一下我们的预订记录。

MayIseeyourconfirmedmessage?我能看一下您的确认信息吗？Waitamoment.Letmehaveacheck.请稍等，我查一下。Justamoment,sir.Letmecheckthereservationforyou.先生，请稍等，我为您查一下预定情况。

1.Howtoinquiretheguestsofhisreservationinformation怎样询问客人的预订信息PracticalSentencePatterns实用句型

Mr.Green,you’vereservedasingleroom.Isthatright?格林先生，您预订了一个单人间，对吗？

Yes,wehaveyourreservation,Mr.Brown.Youhavepaid$100asadvancedeposits.AmIright?是的，布朗先生，我们有您的预订信息。您支付了100美元作为定金，对吗？

Yourreservationisforasingleroomforthreenights.您预订了一间单人间，住3天。

YourreservationisatwinfromMay7thtoMay9th.Isthatright?您预订了从5月7号到9号的双床间，是这样吗？2.Howtoconfirmtheguest’sreservationinformation怎样确认客人的预订情况PracticalSentencePatterns实用句型

Wehavearecordofyourreservationhere.Itisfortenstandardroomsforthisevening.Andyou’rescheduledtocheckouttomorrowmorning.Isthatright?我们有你们的预订信息。你们计划明天上午办理退房手续，对吗？I’dliketoreconfirmtheschedulefortheperiodofyourstay.Isthereanychangeinthenumberofyourgroup?我想重新确认你们住店的时间安排。你们住的人数有变化吗？

Yes,wehaveareservation.Yousaidonthephonethatyou’dlikearoomwithabalcony.Isthatright?是的，我们有您的预定信息。您在电话上说您想要一间带阳台的房间。对吗？

Wehaveareservation.Yousaidyoualwayshavealightsleepatnight,soyouwouldliketohaveaquietroom.AmIright?是的，我们有您的预定信息。您说您经常睡眠很轻，所以需要一个安静的房间。对吗？2.Howtoconfirmtheguest’sreservationinformation怎样确认客人的预订情况PracticalSentencePatterns实用句型

Wouldyoupleasefillintheregistrationcard,Mr.Brown?布朗先生，请填一下入住登记卡。

WouldyoupleasefilloutthisformwhileIpreparethekeycardforyou?我为您准备房卡，请您填写一下这张表格好吗？Youforgottoputinthedateofyourdeparture.Youareleavingon…?您忘记填写离店日期了，您哪天离店？

MayIreconfirmyourdeparturedate?我可以再次确认您的离店日期吗？Howlongwouldyouliketostayhere,Mr.Smith?史密斯先生，您要在这里住多久？

Howwouldyouliketomakethepayment?您想怎样付款？

Howwouldyouliketopay,cashorcard?您想怎样付款，现金还是银行卡？

Howwouldyouliketopay,viaAlipayorWeChatPay?您想怎样付款，支付宝还是微信？MayItakeanimprintofyourcard,please?我可以刷一下您的信用卡吗？Hereisaregistrationform.Wouldyoulikemetohelpyouwithit,madam?这是登记表。夫人，我可帮您填写吗？3.Howtohelptheguestcheckin帮客人办理入住手续时怎么说PracticalSentencePatterns实用句型

Wouldyoupleaseshowmeyourpassport?请出示一下您的护照。CouldIseeyourpassport?/MayIhaveyourpassport?我可以看一下您的护照吗？Thisisareceiptforpayinginadvance.Pleasekeepit.这是预付款的收据，请保留好。Ihavecompletedtheregistrationformforyourgroup.Pleasecheckifitisright.我已为你们团队办完了登记手续，请看一下是否正确。Yourcheck-outtimeisat9:00tomorrowmorning.Hastherebeenanychangeinyourschedule?你们离店时间是明天上午9点。安排有变化吗？

Wouldyoupleasegivemeyourpassportandcreditcard?I’llreturnthemtoyourightawayafterthecheck-inprocedure.请您把护照和信用卡给我，办完手续后我就还给您。Pleasesignhereandwritedownyouraddress.请在这里签名，写下您的地址。Howwouldyouliketopaythedeposit,incashorbycreditcard?您想怎么付款，用现金还是信用卡？MayIhaveyourcreditcard?IwilltakeRMB500forthedeposit.IsthatOK?请给我您的信用卡，我要刷500元作为定金，可以吗？Pleasesignforthedeposit.请签字确认定金。3.Howtohelptheguestcheckin帮客人办理入住手续时怎么说PracticalSentencePatterns实用句型4.Whattosayafterfinishingthecheck-inprocedure办完入住手续后怎么说Hereisyourkeycardwithalltheinformationabouthotelservices,rulesandregulationsonit.Pleasemakesurethatyouhaveitwithyouallthetime.Youneedtoshowitwhensigningforyourmealsanddrinksintherestaurantsandbars.这是您的房卡，上面有关于酒店服务和规章制度等信息。请一定随时带好房卡，您在酒店的饭店、酒吧填写吃饭和喝饮料的账单时需要出示房卡。Andnowifyouareready,Mr.Smith,I’llcallthebellhopandhe’lltakeyoutoyourroom.Ihopeyouenjoyyourstayinthehotel.史密斯先生，如果您准备好了，我让行李员带您到房间。希望您住得愉快！YourroomisNo.546onthefifthfloor.Ihopeyouwillenjoyyourstayhere.您在5楼的546房间。希望您住得愉快！Hereisyourkey.Yourroomis708.Thatisonthe7thfloor.这是钥匙，您在7楼的708房间。PracticalSentencePatterns实用句型4.Whattosayafterfinishingthecheck-inprocedure办完入住手续后怎么说Hereisthekeycardto502.Thebellhopwillshowyouupwithyourluggage.这是502房间的房卡，行李员会带着您的行李带您到房间。Ifyouhaveanyproblemsorrequests,pleasedon’thesitatetotellus.如果您有什么问题和要求，请一定告诉我们。IfthereisanythingelseIcandoforyou,pleasedon’thesitatetocallme.如果有什么我能效劳的，请尽管给我打电话。Thewake-upcallisat7:00tomorrowmorning.明天早晨7点提供叫醒服务。ThebreakfastisabuffetservedintheRoseHallonthesecondfloor.Itstartsfrom6:00to10:00a.m..Hereareyourbreakfastvouchers.从6点到10点在2楼的玫瑰厅提供早餐，这是你们的早餐劵。Hereareyourcouponsforbreakfastandlunch。这是您的早餐和午餐劵。PracticalSentencePatterns实用句型4.Whattosayafterfinishingthecheck-inprocedure办完入住手续后怎么说Enjoyyourstayhere!Wheneveryouneedanyhelp,pleasedonothesitatetocalltheFrontDesk.Ourservicenumberis00122145.Hereareyourroomkeys.PleasehandthembacktotheReceptionDesktomorrowmorningwhenyoucheckout.Goodnight.祝你们在这里住得愉快！如果你们需要帮助，请打前台电话，号码是00122145。这是你们的房卡。请明天上午办理退房手续时将房卡还给前台。晚安！Wewillarrangeawake-upcallat8:00a.m.Willthatbefine?早晨8点我们要求叫醒服务，可以吗？Ifthere’sanychange,couldyoutelltheFrontDesk,please?有任何变化，请告诉前台。Hereisyourroomkeyandthebreakfastcoupon.Wouldyoupleasesignhere?这是房卡和早餐劵，请在这里签名。Yourroomis2012onthe20thfloor.Haveanenjoyablestay!您的房间是20楼的2012。祝您住得愉快。Yourroomnumberis6301.It’sonthe6thfloor.ThedailyrateisRMB1480,includingonebreakfast.Thebreakfasttimeisfrom7:00a.m.to9:00a.m.onthe2ndfloor.Youcantakeyourroomkeytohavebreakfast.Enjoyyourstayhere!您的房间在6楼的6301，每天的房价是1480元，含早餐。早餐时间从7点到9点，在2楼。您可以拿着房卡就餐。祝您愉快！SituationalDialogues情景会话DialogueAScene：Mr.Smith(S)walkstothereceptiondeskandthereceptionist(R)serveshim.R:Goodafternoon,sir.WelcometoFriendshipHotel.MayIhelpyou?S:Yes,Ibookedasingleroomfourweeksago.MynameisGeorgeSmith.R:Howdoyouspellyourlastname,please?S:S-M-I-T-H,Smith.R:Thankyou,Mr.Smith.Pleasewaitamoment.I’llcheck.(afterchecking)Sorrytohaveyouwaitforsolong.Yes,wehaveyourreservation.Mr.Smith,asingleroom.Youhavepaid$1000asanadvancedeposit.AmIright?S:Yes.R:Yourroomnumberis708.It’sontheseventhfloor.WouldyoufillinthisformandIwillpreparethekeycardforyou,please?S:Yes.ShouldIwritedownmypassportnumberhere?R:Yes.I’mafraidyouhaveto.1.ReceptionwithaReservation对已预订客人的接待SituationalDialogues情景会话S:(Afterhehadfinishedtheform)Hereyouare.R:Letmesee…Oh,Mr.Smith.Youforgottoputinthedateofyourdeparture.Soyouareleavingon…?S:September25th.R:Everythingisallright.Youwillbestayinginroom708for3nightsfromSeptember23rdtoSeptember25th.Thedailyrateis$95pernight.Hereisyourkeycardwithalltheinformationabouthotelservices,rulesandregulations.Pleasemakesurethatyouhaveitwithyouallthetime.Youneedtoshowitwhensigningforyourmealsanddrinksintherestaurantsandthebars.S:OK.I’lltakegoodcareofit.R:Andnowifyouareready,Mr.Smith,I’llcallthebellhopandhe’lltakeyoutoyourroom.S:Yes,thankyou.R:Mypleasure.Ihopeyouenjoyyourstayinthehotel.1.ReceptionwithaReservation对已预订客人的接待SituationalDialogues情景会话DialogueBScene:Mr.Damon(D)wantstocheckinatthereceptiondeskandthereceptionist(R)serveshim.R:Goodafternoon.WelcometoFriendshipHotel.MayIhelpyou,sir?D:Yes.I’dliketocheckin,please.R:Certainly,sir.MayIhaveyourname,please?D:It’sRobertDamon.R:Doyouhaveareservationwithus,Mr.Damon?D:Yes.Imadeareservation.R:Justamoment,please.I’llcheckourreservationrecord.1.ReceptionwithaReservation对已预订客人的接待SituationalDialogues情景会话(Afterawhile)Thankyouforwaiting,sir.Yourreservationisforasingleroomforthreenights.Isthatright?D:Yes.R:Couldyoufillintheregistrationform,please?D:Sure.R:MayIreconfirmyourdeparturedate,MrDamon?D:Yes.IwillbeleavingonMay5th.R:Howwouldyouliketomakethepayment,incashorbycreditcard?D:Bycreditcard.R:MayIswipeyourcard,please?Thankyou,sir.YourroomisNo.546onthefifthfloor.Justamoment,please.Abellhopwillshowyoutoyourroom.Ihopeyouwillenjoyyourstayhere.D:Thankyouverymuch.1.ReceptionwithaReservation对已预订客人的接待SituationalDialogues情景会话WordListadvance/əd'vɑːns/adj.预先的；先行的deposit/dɪ'pɒzɪt/n.保证金，存款departure/dɪ'pɑːtʃə/n.离开，出发regulation/ˌregjʊ'leɪʃən/n.条例，规定sign/saɪn/v.签名，签署bellhop/'belɒp/n.行李员，服务生reconfirm/ˌriːkən'fɜːm/v.再次确认passport/pɑːs'pɒːt/n.护照SituationalDialogues情景会话usefulexpressionsfrontoffice/frontdesk

前台，总台welcometo…

欢迎到……lastname/surname

姓fillout/fillin

填写passportnumber

护照号码makesure

确信checkin

登记入住reservationrecord

预订记录registrationform

登记表ServiceInformationBrochure

服务信息手册departuredate

离开日期makepayment

付款swipethecard

刷卡SituationalDialogues情景会话Notes:1.Howdoyouspellyourlastname,please?请问怎样拼写您的姓？lastname表示surname(=familyname),thefirst(或given,Christian)name指欧美人的“名字，教名”。2.Youforgottoputinthedateofyourdeparture.您忘填写离店日期了。比较：forgettodosth.忘记要做某事forgetdoingsth.忘记过去曾做过某事类似用法的词还有remember,regret。Youmustremembertobringthebooktome.您务必记得把书带给我。Irememberbringing/havingbroughtthebooktoyou.我记得把书带给您了。

SituationalDialogues情景会话Notes:3.Youneedtoshowitwhensigningforyourmealsanddrinksintherestaurantsandthebars.在餐厅和酒吧用餐和酒水时，您需要出示钥匙牌。注意上述句子中need的几种用法：Iwillneedyourpassportforjustamoment.我需要一下您的护照。Theairconditioninginyourroomneedsrepairing.您房间的空调需要修理。Theairconditioninginyourroomneedstoberepaired.您房间的空调需要修理。SituationalDialogues情景会话Notes:4....incashorbycard?……用现金支付还是刷卡？现金和银行卡是比较常见的支付方式。几年来，随着互联网产业的发展，互联网支付的方式越来越流行，如支付宝（Alipay）、微信支付(WeChatPay)等。Howwouldyouliketopay,viaAlipayorWeChatPay?您想如何支付，用支付宝还是微信？SituationalDialogues情景会话DialogueAScene:Mrs.Smith(S),awalk-inguest,wantsasingleroominthehotelandthereceptionist(R)receivesher.R:Goodafternoon!Welcometoourhotel.CanIhelpyou?S:Yes.I’dliketohaveasingleroomfortonight.R:Doyouhaveareservation,madam?S:No,Idon’t.R:I’msorry,madam.Oursingleroomsarefullybooked.S:Oh,that’stoobad.R:However,wedohaveasuitewithaveryniceviewofthelakefor$280anight.Orifyoudon’tmindasmallerroom,Icanofferyouoneat$260anight.I’dbehappytoshowyoubothrooms.S:Well,I’lltakethesmallerone.R:Thankyou.Hereistheregistrationform.Wouldyoulikemetohelpyouwithit,madam?S:Yes,thankyou.R:Iwillneedyourpassportforjustamoment.S:Hereyouare.2.ReceptionwithoutaReservation对未预订客人的接待SituationalDialogues情景会话R:(Afterawhile)Hereisyourpassport,Mrs.Smith.Justafewmorebitsofinformation.Whatisyouroccupation?S:Acollegeteacher.R:Whenwillyouleave?S:Tomorrowmorning.R:Youwillbeleavingthehotelonthe16th.Nowpleasesignonthebottomrightcornerandthatcompletestheformalities.S:OK.R:Hereisyourkey.Yourroomis708.Thatisonthe7thfloor.S:Thankyou.CouldIhavesomehelpwithmyluggage?R:Ofcourse.I’llcallabellhop,andhe’llshowyouuptoyourroom.S:Thankyouverymuch.R:Mypleasure.2.ReceptionwithoutaReservation对未预订客人的接待SituationalDialogues情景会话DialogueBScene:Alady(L)(walk-inguest)wantsaroominthehotelandthereceptionist(R)receivesher.R:Goodafternoon,madam.CanIhelpyou?L:Yes,please.Iwantaroomfortonight.R:Haveyoumadeareservation,madam?L:I’mafraidnot.R:Howmanypeoplearethereinyourparty?L:Justone,I’malone.R:Waitamoment,please.Letmeseeifthere’saroomavailable.Yes,thereisoneonthe5thfloor.L:What’stheroomrate,please?R:RMB950pernight.L:OK,I’lltakeit.R:Couldyoufillintheregistrationform,please?2.ReceptionwithoutaReservation对未预订客人的接待SituationalDialogues情景会话L:Sure.(afterregistration)Isitallright?R:Letmehavealook.Yes.CouldIseeyourpassport?L:Sure.Hereyouare.R:Thankyou.CouldyoupayRMB1000asadeposit?L:Allright.R:Thankyou.Thisisareceiptforpayinginadvance.Pleasekeepit.L:That’sfine.R:Hereisthekeycardto502.Thebellhopwillshowyouupwithyourluggage.L:Thankyouverymuch.R:Mypleasure.Ifyouhaveanyproblemsorrequests,pleasedon’thesitatetoaskus.2.ReceptionwithoutaReservation对未预订客人的接待SituationalDialogues情景会话WordList

awalk-inguest未经预约的客人besoldout售完keycard房卡，钥匙卡helpwith…帮忙做……pay…inadvance预付safebox保险箱roomrate房费UsefulExpressionsoccupation/ˌɒkjʊ'peɪʃən/n.职业formality/fɔː'mælətɪ/n.正式手续receipt/rɪ'siːt/n.收据deposit/dɪ'pɒzɪt/v.存放valuable/'væljʊbəl/n.贵重物品cashier/kæ'ʃɪə/n.出纳员，收银员request/rɪ'kwest/n.请求，要求hesitate/'hezɪteɪt/v.犹豫SituationalDialogues情景会话Notes:

1.Wedohaveasuitewithaveryniceviewofthelakefor$280anight.我们确实有一湖景套房，每天280美元。(1)asuitewithaveryniceviewofthelake等于alake-viewsuite（湖景套房）；介词with在这里表示“有；带”。aroomwithfurniture带家具的房间Chinaisaverylargecountrywithalonghistory.中国是一个历史悠久的大国。(2)do在这里用来加强动词的语气，表示“的确、确实”的意思。Shedoesspeakwell.她的确说得好。Idobelieveyou.我是相信你的。SituationalDialogues情景会话Notes:

2.Justafewmorebitsofinformation.Whatisyouroccupation?还需要一些信息。您的职业是什么？3.Nowpleasesignonthebottomrightcornerandthatcompletestheformalities.请在右下角签字，手续就办完了。onthebottomrightcorner表示“在右下角”。SituationalDialogues情景会话Notes:

4.Thebellhopwillshowyouupwithyourluggage.行李员将拿着您的行李送您去房间。luggage指行李时是不可数名词，包括boxes,bags,suitcases,trunks等物品；美式英语常用baggage。Howmanyarticlesofluggagedoyouhave?您有几件行李？Alltheluggageismine.这些行李都是我的。SituationalDialogues情景会话3.GroupReception团队接待DialogueAScene：Atourguide(G)walkstotheReceptionDeskandthereceptionist(R)servesher.R:Goodevening,madam.WelcometoFriendHotel.CanIhelpyou?G:Yes.I’mNancyformSkyTravelAgency,QingdaoBranch.Wereservedtenstandardroomsforonedayyesterday.R:Justaminute,please.I’llcheckthereservationrecord.MayIseeyourconfirmedmessage?G:Yes,hereyouare.R:Pleasewaitamoment.(Afterconfirmation)Yes,wehavearecordofyourreservationhere.Itisfortenstandardroomsforthisevening.Andyou’rescheduledtocheckouttomorrowmorning.Isthatright?G:Yes,that’sright.Fiveroomsareformenandfiveforwomen.R:MayIseethepassportsoftheguests?G:OK.SituationalDialogues情景会话3.GroupReception团队接待R:Ihavecompletedtheregistrationformforyourgroup.Pleasecheckifitisright.G:Yes,itis.R:Yourroomsare701,702,703,704and705forthewomenand801,802,803,804and805forthemen,and706foryou.Wouldyoupleasesignyournamehere?G:Sure.Thankyou.Bytheway,we’dliketorequestawake-upcallat7:00tomorrowmorning.R:OK.Sothewake-upcallisat7:00tomorrowmorning.Andwhenwillyoubecollectingyourluggage?G:At7:30.Wewillstartearly,sopleaseaskthebellhoptotaketheluggagedowntothelobbyasquicklyaspossible.R:Iwill.G:Thankyou.Bytheway,whereisthebreakfastserved?R:ThebreakfastisabuffetservedintheRoseHallonthesecondfloor.Itstartsfrom7:00to9:00a.m.Hereareyourbreakfastvouchers.G:Thankyou.R:You’rewelcome.Enjoyyourstayhere.Wheneveryouneedanyhelp,pleasedonothesitatetocallthefrontdesk.Ourservicenumberis011221567.Hereareyourkeycards.Pleasehandthembacktothereceptiondesktomorrowmorningwhenyoucheckout.Goodnight.G:Goodnight.SituationalDialogues情景会话3.GroupReception团队接待(G)walkstotheReceptionDeskandthereceptionist(R)servesher.R:Goodevening,madam.WelcometoFriendHotel.CanIhelpyou?G:Yes.I’mNancyformSkyTravelAgency,QingdaoBranch.Wereservedtenstandardroomsforonedayyesterday.R:Justaminute,please.I’llcheckthereservationrecord.MayIseeyourconfirmedmessage?G:Yes,hereyouare.R:Pleasewaitamoment.(Afterconfirmation)Yes,wehavearecordofyourreservationhere.Itisfortenstandardroomsforthisevening.Andyou’rescheduledtocheckouttomorrowmorning.Isthatright?G:Yes,that’sright.Fiveroomsareformenandfiveforwomen.R:MayIseethepassportsoftheguests?G:OK.R:Ihavecompletedtheregistrationformforyourgroup.Pleasecheckifitisright.G:Yes,itis.SituationalDialogues情景会话3.GroupReception团队接待R:Yourroomsare701,702,703,704and705forthewomenand801,802,803,804and805forthemen,and706foryou.Wouldyoupleasesignyournamehere?G:Sure.Thankyou.Bytheway,we’dliketorequestawake-upcallat7:00tomorrowmorning.R:OK.Sothewake-upcallisat7:00tomorrowmorning.Andwhenwillyoubecollectingyourluggage?G:At7:30.Wewillstartearly,sopleaseaskthebellhoptotaketheluggagedowntothelobbyasquicklyaspossible.R:Iwill.G:Thankyou.Bytheway,whereisthebreakfastserved?R:ThebreakfastisabuffetservedintheRoseHallonthesecondfloor.Itstartsfrom7:00to9:00a.m.Hereareyourbreakfastvouchers.G:Thankyou.R:You’rewelcome.Enjoyyourstayhere.Wheneveryouneedanyhelp,pleasedonothesitatetocallthefrontdesk.Ourservicenumberis011221567.Hereareyourkeycards.Pleasehandthembacktothereceptiondesktomorrowmorningwhenyoucheckout.Goodnight.G:Goodnight.SituationalDialogues情景会话3.GroupReception团队接待DialogueBScene:Thetourguide(G)walkstotheReceptionDeskandthereceptionist(R)serveshim.R:Hello!Welcometoourhotel.WhatcanIdoforyou?G:I’matourguidefromQingdaoInternationalTravelAgency.Wereserved20standardroomslastweek.R:Waitamoment.Letmecheck.What’syourname?G:TomChen.R:OK.I’dliketoreconfirmtheschedulefortheperiodofyourstay.Isthereanychangeinthenumberofyourgroup?G:No.R:Verygood,sir.Yourcheck-outtimeisat9:00tomorrowmorning.Hastherebeenanychangeinyourschedule?G:Yes.We’dliketochangeitto9:30.R:9:30.Certainly,sir.Wewillarrangeawake-upcallat8:00a.m.Willthatbefine?G:That’sOK.Thankyou.R:Couldyouplaceyourbagsinfrontofyourroomdoorsby9:00tomorrowmorning?Thebellhopwillpickthemup.Willtherebeanythingelse?G:No,that’sall.R:Ifthere’sanychange,couldyoutelltheFrontDesk,please?G:Sure.Thankyou.R:Mypleasure.Enjoyyourstay.SituationalDialogues情景会话WordList

UsefulExpressionsschedule/'ʃedjuːl;'skedʒul/v.安排，计划registration/ˌredʒɪ'streɪʃən/n.登记lobby/'lɒbɪ/n.大厅buffet/'bʊfeɪ/n.自助餐voucher/'vaʊtʃə/n.劵，凭证hesitate/'hezɪteɪt/v.犹豫arrange/ə'reɪndʒ/v.安排confirmmessage确认信息havearecordof…记录check-out结账离开wake-upcall早晨叫醒服务breakfastvoucher/breakfastcoupon早餐劵pickup拿，取SituationalDialogues情景会话Notes:

1.Bytheway,we’dliketorequireawake-upcallat7:00tomorrowmorning.顺便说一下，明早7点我们需要叫醒服务。2.ThebreakfastisabuffetservedintheRoseHallonthesecondfloor.2楼玫瑰厅提供自助早餐。buffet是很多酒店提供的一种就餐形式。为了照顾到不同人的口味，很多送早餐优惠劵的酒店都采用自助餐的送餐方式。servedintheRoseHallonthesecondfloor是过去分词短语作后置定语，修饰前面的buffeSituationalDialogues情景会话4.ReceptionoftheSpecialGuests对特殊客人的接待DialogueAScene:Theman(M)andhiswheelchairboundwifecometotheReceptionDeskandthereceptionist(R)receivesthem.R:Goodmorning!WelcometoFriendshipHotel.CanIhelpyou?M:Yes.Ibookedadoubleroomthroughyourwebsite.Hereisourconfirmationnumber.R:OK.Waitamoment,please.I’llcheckourreservationrecord.M:Well,mywifeisdisabled,andIcalledseveraldaysagothatIneedaspecialdoubleroomwhichthewheelchaircanmovearoundeasily.R:Yes,sir.Wehavekeptthespecialdoubleroomforyou.PleasewaitamomentandI’llhelpyouwiththecheck-inprocedure.M:Allright.R:Wouldyoupleasegivemeyourpassportandcreditcard?I’llreturnthemtoyourightawayafterthecheck-inprocedure.Howmanydayswouldyouliketostaythistime?

M:Fivedays.R:Hereisyourroomkeyandthebreakfastcoupon.Wouldyoupleasesignhere?M:Yes.R:Hereareyourpassportandcreditcard.Youcangouptotheroomnowandthebellhopwilltakeyourluggagetoyourroomafterawhile.Ifyouhaveanyproblems,pleasecallusassoonaspossible.Ihopeyouwillenjoyyourstaywithus.M:Thankyouforyourhelp.R:Mypleasure.SituationalDialogues情景会话4.ReceptionoftheSpecialGuests对特殊客人的接待Dialogue

BScene:Mr.Smith(S)andhiswifewanttocheckinandthereceptionist(R)servesthem.R:Goodafternoon!Welcometoourhotel.WhatcanIdoforyou?S:Goodafternoon.Ibookedadoubleroominwhichitisconvenienttomoveaboutforthewheelchair,becausemywifebrokeherleginatrafficaccidentlastmonth.R:MayIknowyournameandconfirmationnumber?S:SmithfromEngland,andthenumberis300678.R:Pleasewaitamoment.(Afterawhile)Mr.Smith,youbookedadoubleroomwhichisconvenientforawheelchairtomoveaboutforthreenightslastweek.Hereistheregistrationform.Pleasefillintheform.S:OK.(Afterregistration)Hereyouare.R:Pleaseshowmeyourpassports.S:Hereyouare.R:Youshouldpay$300astheadvancedpayment.Howwouldyouliketopay?S:I’dliketopayviaAlipay.R:OK.Hereisthekeycardtoyourroom,andyoucanhavebreakfastonthefirstfloorwiththecard.PleasewaitforamomentandI’llcallabellhoptotakeyourluggagetoyouroom.Ifyouhaveanyproblems,pleasedon’thesitatetocalltheFrontDesk.S:Thankyouverymuch.R:Youarewelcome.Haveanicestayinourhotel.Goodbye!S:Goodbye!SituationalDialogues情景会话WordList

UsefulExpressionsprocedure/prə'siːdʒə/n.

手续，程序coupon/'kuːpɒn/n.

赠劵check-inprocedure入住登记手续incash用现金paythedeposit支付预付金advanceddeposit订金advancepayment预付金（押金）guaranteebooking担保订房SituationalDialogues情景会话Notes:1.Ibookedadoubleroomthroughyourwebsite.我在你们网站上订了一间双人间。2.Well,mywifeisthedisabledandIcalledseveraldaysagothatIneedaspecialdoubleroomwhichcanmovethewheelchairaroundeasily.我妻子是一个行动不便的人，前几天我打电话要一件可以容易推轮椅的特殊的双人间。3.PleasewaitamomentandI’llhelpyouwiththecheck-inprocedure.请等一下。我为您办理入住手续。4.Howwouldyouliketopaythedeposit,incashorbycreditcard?您想怎样付订金，用现金还是信用卡？比较常见的支付方式是payincash(用现金支付)，paywithWeChatPay（用微信支付），paywithAlipay（用支付宝支付），paybyQRcode（用二维码支付）。除此之外，与支付有关的词还有downpayment(定金),balance(余额)。DialoguePractice会话实训添加标题1.ReceptionwithaReservation有预订接待

添加标题

添加标题2.ReceptionwithoutaReservation无预订接待

(1)AttheFrontDeskGuest:Youdidn’tmakethereservationbeforeandnowyou’dliketohaveadoubleroomfortwonights.Receptionist:Youcheckthereservationrecordandseeifthereisanyvacantroomleft.Youhelptheguestcheckin.(2)AttheFrontDeskGuest:Youareawalk-inguestandyou’dliketohaveasingleroom.Receptionist:Youcheckthereservationlistandfindnovacantroomavailable.Youexplainthistotheguestandaskhimtogoelsewhere.(1)AttheFrontDeskGuest:Youmadeareservationforasingleroomforthreenightsontheotherdayandnowyou’recheckingin.Receptionist:Youhelptheguestwiththeregistrationprocedure.(2)AttheFrontDeskGuest:YoureservedadoubleroomontheInternetseveraldaysagoandnowyou’recheckingin.Receptionist:Youhelptheguestcheckin.DialoguePractice会话实训添加标题3.GroupReception团队接待

(1)AttheFrontDeskGuest:You’reatourguideandyouandyourtourgrouparecheckingin.Receptionist:Youhelpthemcheckin.(2)AttheFrontDeskGuest:Youareanemployeeofthecompanyandyouandyourcolleaguesarecheckingin.Receptionist:Youhelpthemcheckin.添加标题

添加标题4.ReceptionoftheSpecialGuests对特殊客人的接待

(1)AttheFrontDeskGuest:Youcalledthehoteltoreserveadoubleroomwithalargebathroominwhichthewheelchaircanmoveeasilylastweek.Nowyou’recheckingin.Receptionist:Youhelptheguestcheckin.(2)AttheFrontDeskGuest:You’reaheavysmokerandyoubookedastandardroomwithabalconyacoupleofdaysago.Nowyouarecheckingin.Receptionist:Youhelptheguestcheckin.Exercises练习TaskOne

MatchthewordsorexpressionswiththeirChinesemeanings.1.passport

a.优惠券2.coupon

b.接待3.wake-upcallc.再次确认4.deposit

d.定金5.walk-ingueste.护照6.buffet

f.自助餐7.reception

g.收据8.registrationh.叫醒服务9.receipt

i.未经预约的客人10.reconfirm

j.登记Exercises练习TaskTwo

Completethefollowingdialogues.Dialogue1A:Goodmorning,sir.1?B:Yes,2