教学材料酒店服务英语-Module I Front Office

Task1RoomReservationYoushouldlearntotakeareservationtocancelareservationtoconfirmareservationtograspsomeknowledgeaboutroomreservationReservationProcedures下一页返回Task1RoomReservationTechnicalTermsreservev.预订confirmv.确认vacancyn.空房singleroom单人间doubleroom双人间king-sizebedroom大床间availableadj.可得到的，可利用的continentaladj.大陆的，欧洲大陆的deluxeadj.豪华的，高级的reservationcard预订卡arrivaldate到达日期departuredate离开日期overbooking超额预订guaranteedreservation保证订房cut-offtime取消订房时间confirmedreservation确认预订lobbyn.大厅travelagency旅行社上一页下一页返回Task1RoomReservationspecialrate特价discountn.折扣peakseason旺季waitinglist等候名单reservationn.预订bookv.预订credit-card/prepaymentguaranteedreservation信用卡保证订房/预付费保证订房IndustryBackgroundReservationformForm1-1散客预订单RESERVATIONArrival:Departure:上一页下一页返回Task1RoomReservationLinkman:Company:Telephone:RetentionTime:上一页下一页返回Task1RoomReservationForm1-2上一页下一页返回Task1RoomReservationSentencePatterns1.Goodmorning.HohhotHotel.Reservation.MayIhelpyou?/WhatcanIdoforyou?2.Whatkindofroomwouldyoulike?Wehavesinglerooms,doublerooms,suites,deluxesuitesandaPresidentialsuite.3.I’dliketobookadoubleroomforthreenights.4.Howlongwillyoubestaying?/Forhowlong?/Forwhatdates,please?/Forwhen?/Forwhichdate?5.Holdtheline,please?Couldyouwaitamoment,please?6.IthinkI’lltaketheonewithafrontview/arearview.7.Wehaveroomsfacingsouth/withbathorshower/withaview/overlookingthesea.上一页下一页返回Task1RoomReservation8.I’dliketobookasingleroomwithbath/showerfromtheafternoonofMay5thtothemorningofMay10th.9.I’llcheckifthereisaroomavailableforthosedays.10.Wedohaveavacancyforaweek.11.Whatistherate?12.Thecurrentrateis$100pernight.13.Asingleroomis$100pernight.Thereisalsoa10%taxanda10%servicecharge.14.Forasingleroomthepricewould.../Adoubleroomcosts.../Thetotalcostwould.../Thereisa15%reductionfor.../You’llhavetosendusadepositof.../Breakfastisalsoincluded.上一页下一页返回Task1RoomReservation15.Childrenunder12arehalfprice.16.Howmanypeople/guestsarethereinyourparty?17.Isthereanypreferentialratefortheparty?18.Weofferyou20%discountforgroupreservation.19.I’msorry,wedon’thaveadoubleroomavailable.Wouldyoumindtwosingleroomsorsuites?20.I’msorry,wearefullybookedforsinglerooms.Wouldyouliketohaveadoubleroom?21.Wouldyoutellmeyourname/address/telephonenumber?22.MayIhaveyournameandinitials,please?23.I’dliketoconfirm/cancelareservation.上一页下一页返回Task1RoomReservation24.I’dliketoextendthereservationforanothertwonights.25.Wouldyoulikeustoputyouonourwaitinglistandcallyouincasewehaveacancellation?26.OK,I’llcancelMr.Smith’sreservationforMarch5thfor3nights.MynameisLyliandwelookforwardtoanotherchancetoserveyou.27.Welookforwardtoyourarrival./Wearelookingforwardtoyourcoming.上一页下一页返回Task1RoomReservationDialogues1-1Along-distancecallreservationScene:MarySmith(S)andHenrySmith,anAmericancouple,aregoingtospendtheirholidaysinChina.NowMr.SmithismakingareservationatSheratonHotelinHohhotthroughalongdistancecall.Reservation(R):Goodmorning,SheratonHotel.Reservation.MayIhelpyou?S:Goodmorning.IwouldliketobookaroomfromOctober15thtoOctober18th.R:Allright.Whatkindofroomwouldyoulike,Sir?Wehavesinglerooms,doublerooms,suites,deluxesuitesinChinese,American,British,Romanstyles.上一页下一页返回Task1RoomReservationS:HowmuchisanAmericansuite?R:Letmesee.$180pernight.S:Doesthatincludebreakfast?R:Yes.Thatincludesacontinentalbreakfast.S:Good.I’lltakeit.R:Canyougivemeyourfullname,please,Sir?S:HenrySmith.H-E-N-R-YS-M-I-T-H.R:Thankyou,Mr.Smith.Whattimewillyoubearriving?S:Ishouldbetherearound4p.m.onthe15th.上一页下一页返回Task1RoomReservationR:OK,Mr.Smith.AnAmericansuitefromOctober15thtoOctober18th.AmIcorrect?S:That’sright.Thankyou.R:Thankyouforcalling,Mr.Smith.You’llbeexpectedtobeherethen.S:Thankyou.Goodbye.1-2AgroupreservationScene:Thetelephonerings.Thereservation(R)answersthephone.上一页下一页返回Task1RoomReservationR:HohhotHotel.Reservation.WhatcanIdoforyou?Guest(G):IamJohnWhite,theleaderoftheAmericanEducationDelegation.We’llbevisitingHohhotinthemiddleofJuly,andI’dliketoknowifyouhaveanyroomsavailableforthenightsfromJuly10thtoJuly15th.R:MayIknowhowmanypeoplethereareintheparty?G:Sixteenpersons.R:Whatkindofroomswouldyoulike?G:Doubleroomswithtwinbeds,please.R:Onemoment,please,Mr.White.(Thereservationistchecksthereservationlist)Sorrytohavekeptyouwaiting,Sir.Wecanconfirm8twin-bedroomsforthosedays.上一页下一页返回Task1RoomReservationG:Thankyouverymuch.Isthereaspecialrateforagroupreservation?R:Yes,thereisa10%discount.G:That’sgreat.R:Ourairportrepresentativewillmeetyouattheairport.Socouldyougivemetheflightnumber,please,incasetheflightislate?G:Sure.It’sUA833.R:Thanks.Bytheway,howwillyoubesettlingtheaccount,please?G:We’llsendyouachecksoon.上一页下一页返回Task1RoomReservationR:Thankyou,Mr.White.Wouldyoupleasegivemeyouraddress?Wewillsendyoualetterofconfirmation.1-3FullybookedScene:Thetelephonerings.Thereservation(R)answersthephone.R:Reservation.Goodmorning.HowmayIassistyou?G:I’dliketobookadoubleroomwithshowerforJune24th.R:Justamoment,please.Letmecheck.I’msorrywearefullybookedonthatdate.G:What’stobedonethen?R:Don’tworry.Wecanputyouonourwaitinglist,orIshallrecommendyouanotherhotel.上一页下一页返回Task1RoomReservationG:Whichhotel?R:ZhaojunHotel.Itisofthesamestarrateasoursandit’safive-minutewalknorthwardfromhere.G:Areyousurethereisaroomavailablethere?R:Yes,wehavethereferralsystem.Ihavecheckedit.G:Thankyouverymuch.1-4Changingthebooking?R:Goodevening,Reservation.CanIhelpyou?G:Ineedtochangemyreservation.R:Certainly.Couldyougivemetheconfirmationnumber,please?G:Itis4788.上一页下一页返回Task1RoomReservationR:Yes,Mrs.Brown.ThatisforadeluxeroomwithKing-sizebed,forthe26thand27thofMarchandguaranteedtoyourVisaCard.Arethosedetailscorrect?G:Yes.Myplanhaschanged,soIwillbecomingadaylater.R:Youneedtheroomfor27thand28thofMarch.Isthatright?G:Yes.R:OK,Mrs.Brown.Youhavemadethechangeandtheratewillremainthesame.G:Great.Thankyou.Isthereanewconfirmationnumber?.上一页下一页返回Task1RoomReservationR:Itisthesamenumber.We’lle-mailaconfirmationlettertoshowthechangesinyourbookinginthenextfewminutes.G:Thankyouverymuch.R:It’smypleasure.Lookingforwardtoseeingyouonthe27th上一页返回Task2Check-inServiceYoushouldlearntobefamiliarwiththewordsandsentencepatternsofreceptiontocheckinaguestwithreservationtofillintheregistrationformsCheck-inProcedures下一页返回Task2Check-inService上一页下一页返回Task2Check-inServiceTechnicalTermscheckin登记入住checkout结账离店registrationform登记表nationalityn.国籍passportn.护照visan.签证roomcard房卡groupvisa团队签证vouchern.发票，凭证roomstatus房态walk-inguest没有预订的客人depositn.押金no-show预订客未到thearrivallist到客单thebreakfastcoupon早餐券上一页下一页返回Task2Check-inServiceIndustryBackgroundForm2-1Registrationformoftemporaryresidenceforforeigners上一页下一页返回Task2Check-inServiceForm2-2Registrationformoftemporaryresidenceforgroups上一页下一页返回Task2Check-inServiceSentencePatterns1.Welcometoourhotel.2.Goodmorning.Thisisthereceptiondesk.MayIhelpyou?3.Doyouhaveareservation,please?/Haveyoumadeareservation?/Haveyougotareservation?4.In/underwhosenamewasthereservation?5.Whendidyoumakethereservation?6.Haveyoureceivedaconfirmationnotice?7.Doyouhavealetterorfaxconfirmingthereservation?8.Letmelookthroughourreservationlist/record.9.Yes,wedohavereservationforyou./Sorry,wedon’thavearecordofyourreservation.上一页下一页返回Task2Check-inService10.Howdoyouspellyourname?11.Haveyoufinishedthecheck-inprocedure?12.Wouldyoupleaseshowmeyourpassportandvisa?/IneedyourIDcardforjustamoment.13.Wouldyouliketoregister?14.Wouldyoupleasefillinthisregistrationform?Wouldyoumindfillinginthisformandpaying$200inadvance?15.Pleasesigntheregistrationform.16.Thisisthereceiptforpayinginadvance.Pleasekeepit.17.What’syouraddressinyourhomecountry?上一页下一页返回Task2Check-inService18.Pleasereconfirmtheschedulefortheperiodofyourstay.19.Hereisyourcard,Sir.Yourroomnumberis1526.20.Pleasekeepthekeycardwithyouatalltime.21.Youmustuseyourroomcardtoentertheroom.22.Ifyoulike,thebellmanwillshowyoutoyourroom./Thebellmanwilltakeyourluggageandshowyoutoyourroom.23.Wewilldeliveryourluggageaccordingtotheluggagelabel.24.Iamafraidyourroomisnotreadyyet.Wouldyoumindwaitingforafewminutes,please?25.Wearesorryfortheinconvenience.上一页下一页返回Task2Check-inService26.Iamgladthatwe’llbeabletoacceptyourextensionrequest,butI’mafraidthatitwillbenecessaryforustoaskyoutochangeroomsforthelasttwonights.27.Sorry,wehavenoroomsavailable.ButIcanreferyoutoHolidayHotel,wheretheymayhavearoom./Wouldyoulikemetogetintouchwithsomewhereelseforyou?28.Notatall.I’malwaysatyourservice./Ihopeyouwillenjoyyourstayhere.Dialogues2-1AguestwithadvancedreservationScene:AtaxipullsupinfrontofInnerMongoliaHotelandabellmangoesforwardtomeettheguestsandguidesthemtothereceptiondesk.上一页下一页返回Task2Check-inServiceReceptronist(R):Goodevening.WhatcanIdoforyou,Sir?Guest(G):Ibookedatwin-bedroomwithshowertwoweeksago.I’mJack.R:Justamoment,please,Mr.Jack.I’llcheckthearrivallist.Sorrytohavekeptyouwaiting,Sir.Yes,youhavereservedaBritishsuitefromtodaytothe15th.G:Yes,exactly.R:CouldIseeyourpassport,please?Thankyou,Sir.Andwouldyoumindfillingintheregistrationform?G:I’lldoit.(Fillingintheform)Hereyouare.Isitallright?上一页下一页返回Task2Check-inServiceR:Yes,thanks.Howareyougoingtopay,incash,bycreditcardorwithtraveler’scheck?G:Incash.R:Isee.MayIhave3,000yuanRMBasdeposit?G:Hereyouare.R:Thankyou.Pleasekeepthedepositreceipt.Here’sthekeytoRoom1015.Pleasekeepit.G:Thankyou.R:Ifyouhaveanyvaluables,pleasedepositthematthecashier’sorusethesafeinyourroom.G:Isee.R:Thebellmanwillshowyouup.Haveaniceevening,Sir.上一页下一页返回Task2Check-inService2-2CheckinginagroupScene:Theleader(L)oftheAustralianEducationDelegationischeckinginatthereceptiondesk.Receptionist(R):Goodafternoon,Sir.MayIhelpyou?L:I’mGeorgeBellow,theleaderoftheAustralianEducationDelegation.Wehaveablockof12roomsreservedatyourhotel.Hereistheconfirmationletter.R:Yes,Mr.Bellow.Areallthegroupmemberswaitingoutside?L:Yes.Theyarestillinthebus.Ididn’twantalloftheminthelobbyatonce.上一页下一页返回Task2Check-inServiceR:Verywell,Mr.Bellow.Wehavegottheregistrationmaterialsreadyforyourdelegation.Oh,you’vereserved12standardrooms,includingaspecialroomforadisabledgentleman.Andyouwantalltheroomsarrangedonthe9thfloor.Isthereanychange?L:No.R:CouldIseeyourpassportsandthegroupvisa?L:Hereyouare.R:Thankyou.Wouldyoufilltheregistrationformwithyourpersonalinformation?L:OK.Hereyouare.R:Thankyou.Herearethekeycardsandroomcards.上一页下一页返回Task2Check-inServiceL:OK.I’llassignroomsamongmymembers.R:Thebellmanwillcarrythebaggageuptoyourrooms.AndIwillarrangeaportertohelpthedisabledgentlemanupstairs.L:That’sveryconsiderateofyou.Onemorething,accordingtotheprogram,we’llhaveameetingonthe15th.Haveyougotameetingroomforaboutsixtypeople?R:Yes,wehaveafullyequippedmeetingroomforabout100people.Itcosts1,800yuanRMBperday.L:Itisgreat.Iwillcometoyouforitafterdinner.OK?R:Noproblem.Ifyouhaveanymorequestionsorrequests,pleasedon’thesitatetoaskus.上一页下一页返回Task2Check-inService2-3Receivingawalk-inguestScene:Agentlemanstepsin,tryingtofindaroomforthenight.Receptionist(R):Goodmorning,Sir.MayIhelpyou?Guest(G):Yes,please.I’vejustarrivedfromBeijing.Couldyouletmehavearoomforthisevening?R:Haveyoumadeareservation,Sir?G:Iamafraidnot.R:Howmanypeopledoyouhave,please?G:Justone.上一页下一页返回Task2Check-inServiceR:Justamoment,please.Ihavetocheckifthere’saroomavailable.Oh,sorrySir.Alltheroomsarebookedup.ButIthinkwe’llbeabletoarrangeforaroomafter2o’clockthisafternoon.Ifyouneedaroomrightnow,wouldyoulikemetogetintouchwithsomewhereelseforyou?G:No,thanks.IshouldsayIprefertostayhere.Afriendofminehighlyrecommendedyourhoteltome.I’lljustwaitheretill2.R:Youarewelcome,Sir.Perhapsyoumightfeelmorecomfortabletorestinourlobbyafteratiringjourney.Andifyouneedanyhelp,doletusknow.G:Thankyou.上一页下一页返回Task2Check-inService2-4ExtendingthestayScene:Aguest(G)approachestheReceptionDeskinthemorning.Receptionist(R):Goodmorning,Sir.MayIhelpyou?G:Iwasgoingtocheckouttoday,butIhavetostayforthreemorenightsonsomenewbusinesshere.R:MayIknowyournameandroomnumber?G:JackHill,Room908.R:Pleasewaitamoment,Mr.Hill.I’llhavetocheckthecomputerrecords.Well,itis25th.I’msorrytosaythatyourroomisavailableforonly2nights.Thereisaconventionfromthe27th.Theyhavebookedthe8thand9thfloor.Ihopeyou’llunderstand.上一页下一页返回Task2Check-inServiceG:What’stobedonethen?R:Don’tworry,Mr.Hill.Youmaykeepyourroomtill27th,thenpleasecheckbackwithus.There’recancellationsorno-shoeallthetime.We’llmanageitforyou.G:That’lldo.R:Hereisyourregistrationform.Wouldyoupleasereplacethedeparturedatewiththe27th?G:OK.Thanksalot.R:It’smypleasure.Ihopeyouareenjoyingyourstaywithushere.上一页返回Task3ConciergeServiceYoushouldlearntograspsomeknowledgeaboutbellservicetobeabletoprovidepick-upservicetobeabletoofferluggageservicetobeabletoreceiveguestsinfrontofthelobbydoortobefamiliarwiththefacilitiesinthehotelroomsandsentencepatternswhenaccompanyingthegueststorooms下一页返回Task3ConciergeServiceReceivingaGuestandShowingaGuesttoHis/HerRoomProcedures上一页下一页返回Task3ConciergeServiceTechnicalTermsbaggagen.(BE)行李bellmann.行李生depositv.寄存depositslip寄存单valuablesn.贵重物品claimn.索赔luggagen.(AE)行李cartn.手推车elevator/liftn.电梯nametag姓名标签afteryou您先请minibar小酒吧remotecontrol遥控recreationn.娱乐,消遣mainswitch总开关airexhauster吹风机shavern.刮胡刀showercap浴帽上一页下一页返回Task3ConciergeServiceIndustryBackgroundTheresponsibilityofabellman:1.Say“welcome”totheguestsatthegate;2.Openthecardoorfortheguests;3.Deliverthebaggageandcheckwhetherthereissomethingleftinthecar;4.Showthegueststotheirroomsquickly;5.Introducesomehotelfacilitiesandroomfacilities;6.Runerrandsfortheguests,suchasgoingtoaairporttopickuptheguests,summoningtaxis.7.Extendyourwishestotheguests.上一页下一页返回Task3ConciergeServiceConcierge:Thehotelconciergepositionplaysavitalroleinthedailycustomerserviceoperationsofhotelsandresorts.ThewordconciergeisFrenchinoriginandmeans“keeperofthekeys,”andasthe“keeper”theconciergebecomesthepointofcontactforhotelguestswhoseekinformationorassistanceduringtheirstay.上一页下一页返回Task3ConciergeServiceWorkingasahotelconciergemeansthatyourfocusistoensurethattheneedsandrequestsofhotelguestsaremet,andthateachguesthasamemorablestay.Thehotelconciergeisexpectedtobeanexpertonhislocalarea.Guestswillapproachtheconciergewithquestions,seekingsuggestions,anddemandingproblemresolutions.Conciergeswillmakereservationsforrestaurants,spas,showsandspecialevents.Requestsfromguestscanrangefromarrangingtransportationorprovidingdirectionstoeventhemostoutlandishseeminglyimpossibleouting.TheconciergemustmakeanefforttodeveloprelationshipswithlocalbusinessownersandVIPsinordertofacilitatethefulfillmentofhis/herguests’requests.上一页下一页返回Task3ConciergeServiceSentencePatterns1.Goodmorning/afternoon/evening,SirorMadam.IamdelightedtowelcomeyoutoHohhotJinjiangInternationalHotel.2.Carryingtheluggagefortheguest:○Howmanypiecesofluggagedoyouhave?○Letmehelpyouwithyourluggage.○Iwillcarryluggageforyou.○ShallIcarrythesuitcaseforyou?○Iwilltakeyourluggage.○Isthisyourluggageinall?上一页下一页返回Task3ConciergeService○Hereisyourbaggage.Pleasecheckandseeifitisallright.○Iwilltaketheluggageelevatorandgetyourbaggageuptoyourroom.○MayIpleaseplaceyourluggageontheluggagecart?3.TheReceptionDeskisstraightahead.Afteryou,please.4.Takecareofthesteps.5.Howlongwillyoukeepthem?/Howlongdoyouexcepttokeepyourbaggage?6.Whatwouldyouliketostore,Sir?Arethereanyvaluablesinit?7.Wouldyougivemesomefeaturesofyourbaggage?8.Pleasetakethisliftontherighttothe7thfloor.上一页下一页返回Task3ConciergeService9.MayIshowyoutoyourroom?10.Wouldyousignyournameontheluggagedepositslip?11.Hereisyourreceipt.Showitwhenyouclaimtheluggage.Pleasekeepthereceipt.12.MayIseeyourluggagedepositslip?13.Couldyoupleaseshowmeyourpassport?14.Wouldyoupleasefillinthisformandsignyournameonit?15.MayIintroducetheroomfacilitiesforyou,Mr.×××?16.Whenyoucheckout,pleasecallNO.63andwe’llhelpyouwithyourluggageimmediately.上一页下一页返回Task3ConciergeService17.Wouldyoulikemetocallataxiforyou?/Wouldyouwantataxi?18.Introducingtheroomfacilitiesandservices:○Thisisyourroom,Sir.○Insertthekeycardforelectricity.○Pleaseslotthekeytagintothekeytagboxonthewell,andthelightsareswitchedon.○Ifyoudon’twanttobedisturbed,pushthebutton.○HereistheremotecontrolfortheTV.○Youcanadjusttheroomtemperaturebythisairconditioncontrol.○Theelectricalcurrentinyourroomis220volts.上一页下一页返回Task3ConciergeService○Hereisyourroomcard.Youcankeepituntilyoucheckout.Doremembertotakeitwithyouwhenyougoout.○Ifyourequireanythingorneedanyhelp,youcancallHouseKeepingortheFrontDesk.○Certainly,Sir.Ourhotelisthefirst5-starforeigntourismhotelinHohhot.○Itiswell-knownasa“GardenHotel”withthefantasticsceneryandbeautifullandscape.○ItisprovidedwithbroadbandInternetaccessandVODmoviesystem,16meetingroomsindifferentsizes,23dininghallsofChineseandWesternstyles.上一页下一页返回Task3ConciergeService○Thehotelhasvariousrecreationalfacilitieslikeindoor&outdoortenniscourts,indoorheatedswimmingpools,massagecenters,spas,shoppingcenters,haircutrooms,tearooms,bars,cafésandnightclubs,etc.○Thedailyservicehourofthedining-roomisfrom7:00a.m.till10:00p.m.,nearlyservingalldaylong.○Youmightkeepyourvaluablesatthehotel’svault.Dialogues3-1Pick-upserviceScene:AbellmanfromZhaojunHotelgoestotheairporttopickupMarkBrown.Heholdsthenamesign“MarkBrown”attheairportexitarea.上一页下一页返回Task3ConciergeServiceBellman(B):Excuseme.AreyouMr.BrownfromFrench?MarkBrown(M):Yes,mynameisMarkBrown.B:Nicetomeetyou.IamabellmanfromZhaojunHotel.M:Nicetomeetyou,too.B:WelcometoHohhot.Didyouhaveanicetrip?M:Yes,Ihadapleasanttrip.B:Isitallyourluggagehere?M:Yes.B:Letmecarrytheluggageforyou.M:That’sverykindofyou.B:HaveyoubeentoHohhotbefore?上一页下一页返回Task3ConciergeServiceM:Itismyfirst.B:Hohhotisahistoricalandculturalcity.Ithasmanyancientrelics,includingZhaojunTomb,FivePagodaTemple,andWhiteTower.Hopeyouenjoyyourstayhere.M:Thanks.B:Thisway,please.Wehaveacartotakeyoutothehotel.3-2ReceivingaguestBellman(B):Goodmorning,Sir.WelcometoInnerMongoliaHotel.Guest(G):Goodmorning.B:Howmanypiecesofluggagedoyouhave?G:Three.B:Twobagsandasuitcase.Isthatright?上一页下一页返回Task3ConciergeServiceG:Yes.That’sall.B:I’llshowyoutotheFrontDesk.Thisway,please.I’llputyourluggagebythepostoverthere.G:Thanks.(Whentheguestischeckingin,thebellmankeepsaneardistancewiththeguestandputsaluggagetagoneachpieceofluggageandcaresforthem.Thebellmantakestheroomkeyandcardfromthereceptionist,writestheroomnumberontheluggageboard,andguidestheguesttogetintotheroom.)B:Iwillshowyoutoyourroomwhenyouhavefinishedcheckingin.G:OK.上一页下一页返回Task3ConciergeService3-3CarryingluggageScene:ThebellmandoesservicefortheSmiths.Bellman(B):Goodafternoon,MadamandSir.Iamthebellman.Mr.Smith(S):Goodafternoon.B:Gladtohaveyouhere.I’llgetyourluggagetoyourroom.S:Thankyou.B:Letmecarryyourluggage.Aretheseallyours?S:Threepieces.B:Letmecarrytheluggageforyou.S:Thanks.上一页下一页返回Task3ConciergeServiceB:It’smypleasure.Thisway,please.Pleasetakethelifttothefifthfloor.ThefloorattendantwillshowyoutoRoom506.I’lltakethebaggageliftandgetyourbaggageuptoyourroom.G:OK.Seeyouthen.B:Seeyou.3-4ShowingaguesttotheroomBellboy(B):Isthiseverything,Sir？Mr.Steven(S):Yes,that’severything.B:OK.MayIhavealookatyourroomcard？S:Oh,yes.Room1335.B:Isee.Nowpleasefollowme.I’llshowyoutoyourroom.S:Bytheway,whereistheWesternRestaurant？上一页下一页返回Task3ConciergeServiceB:Oh,it’sonthefirstfloor.Getouttheliftandturnright,Sir.S:Whenwillitopen?B:Theservicetimeis7a.m.to10a.m.S:OK.Doyouhaveaswimmingpool?B:Yes,theswimmingpoolisonthefifthfloor.Thereisarecreationcenterthere.Youcanplaytabletennis,andbowling.B:Hereweare,Sir.Room1335.Letmehelpyoutoopenthedoor.[Openthedoor...]B:Afteryou,Sir.DoyoumindifIputyourluggageathere?上一页下一页返回Task3ConciergeServiceS:It’sOK.Thankyouverymuch.B:It’smypleasure.Howdoyoulikethisroom?S:It’sverycozy.Ilikeitverymuch.B:Right.IsthereanythingelseIcandoforyou?S:No,thankyou.B:OK.Goodnight.3-5IntroducingthefacilitiesandservicesMing(M):Here’syourroom,MsBrown.Afteryou,please.Brown(B):Thankyou.M:ShallIdrawthecurtainforyou?B:OK.Oh,myroomjustfacesthesea.上一页下一页返回Task3ConciergeServiceM:I’mgladyoulikeit.B:Isthereaswimmingpoolinyourhotel?M:Yes,itisonthethirdfloor.Itopensfrom9a.m.to11p.m.Allyouhavetodoisshowthemyourkey.IsthereanythingelseIcandoforyou?B:CanyoutellmesomethingabouttheChineseRestaurant?M:WearegoodatShanghaifood.Bytheway,itisDragon-BoatFestivalthatisoneofChinesetraditionalfestivals.Youcantryzongzi.Itisthetraditionfood.上一页下一页返回Task3ConciergeServiceB:Thankyouverymuch.Whereisyourserviceguide?Iwanttogetmoreinformationaboutthehotel.M:Itisintheseconddrawerofthedresser.IsthereanythingelseIcandoforyou?B:Nothing.Thankyouverymuch.M:It’smypleasure.I’llleaveyourkeyonthedesk.Enjoyyourstay.上一页返回Task4InformationServiceYoushouldlearntoshowthewayforthegueststobeabletogiveinformationaboutsightseeing,shoppingandentertainmenttohelptheguestleaveamessagetobeabletoreceiveguestsinfrontofthelobbydoorIndustryBackgroundMajorjobsofinformationdesk’sclerk下一页返回Task4InformationService★Answertheguests’questionswhentheyneedhelp,includingintroducinglocalattractions,publictransports(timetablesforbus,trainandairlines),localfacilities(shoppingcenters,banksandsoon),entertainments(famousrestaurants,clubs,nightclubsandsoon).★Helptheguestleaveamessage;★Showthedirectionfortheguests;★Givetheguestadvice.Howtogivedirectionsinsidethehotel为了更进一步地指引客人如何到达某处，以下是客人常提出的询问和可能对应的方式：※G:Excuseme,canyoutellmewhereIcangetanewspaper?上一页下一页返回Task4InformationServiceR:Youshouldbeabletobuyoneattheshopbesidetherestaurant.※G:Excuseme,I’mlookingforthebar.R:Wehavetwoofthem.Thereisononetherightbehindyouandthereisanotheronenexttothecoffeeshop.※G:Excuseme,whereisthecashier’soffice?R:It’srightbehindme.Thedoorisaroundthecorner.※G:Excuseme,canyoutellmewhereIcanchangemytraveler’schecks?R:Trythebank.Justfollowthishallwayalmosttotheendonyourright.上一页下一页返回Task4InformationService※G:Excuseme,Iknowit’skindoflate,butcanIstillgetsomethingtoeatanywhere?R:Sure,wehavetwenty-four-hourcoffeeshop.It’sjusttotherightofthebar.SentencePatterns1.Whereisthecoffeeshop,please?2.Iwonderifyoucouldtellmewherethesouvenirsshopis?3.Turnrightthenimmediatelyleft.4.Turnleftthenleftagain.5.Takethelift/stairstothefirstfloor/groundfloor/basement.上一页下一页返回Task4InformationService6.HowcanIgettothenearestbank,please?/Couldyoutellmethewaytothebank?7.Ourconciergecanarrangethetourforyou.8.Canyoutellmehowtogotoyourhotel?9.ManyplacesinHohhotareworthseeing.10.Wouldyouliketoleaveamessage?11.Thesupermarketisjustacrossthestreet.12.Turnrightandwalkalongthestreetuntilyouseeawhitebuilding.