饭店情景英语.docx
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饭店情景英语
PARTⅠTHEFRONTOFFICE
INTRODUCTION
Themanager’sRemarks
Theaimofahotelistocreateahomeawayfromhomeforallthetravellingguestswhoneedrest,foodanddrink.
Thefrontofficeofahotelisnotonlyits“shopwindow”butalsoits“nervecenter”.Thefrontofficestaff’sefficiencyandpersonalityareofgreatimportancetoguest’svacationorbusiness,andindeed,thehotel’soperationitselfaremadeorruined.
Thefrontofficestaffseemto“doitall”-receivereservations,registerguests,assignrooms,distributebaggage,storeguests’valuables,provideinformation,delivermailsandmessages,exchangeforeigncurrencies,checkroomoccupancies,checkguestsoutandsoon.
Inordertofulfilthesetasks,thestaffmusthaveaneatandsmartappearance,goodmanners,adaptability,knowledgeoflanguagesandaheadforfigures.Themostimportantofallthequalitiesisareallikingforpeopleandawarmdesiretohelpthem.
Besides,frontdeskstaffshouldencourageandsettletheguests’complaints.Thatwillsootheanunhappyguestandrevealthehotel’sproblemssothattheoperationcanbebettered.
Inshort,allstaffoughttorememberthatthehotelwillenjoygreaterfinancialsuccessonlywiththegreatersatisfactiontheguestsreceivefromthe“homeawayfromhome”.
WordList
Remarkn.陈述、言语
Nerven.神经
Realizationn.实现
Operationn.经营
Ruinυ.崩溃、毁灭
Reservationn.预订
Registerυ.登记、注册
Assignυ.分配、指定
Baggagen.行李
Distributeυ.分发
Deliverυ.投递、递交
Occupancyn.居住、占用
Currencyn.货币
efficiencyn.效率
personalityn.个性
smartα.活泼的、精明的
appearancen.外表
goodmanners彬彬有礼
adaptabilityn.适应性
figuren.数字
settleυ.解决、安定
complaintn.投诉、抱怨
sootheυ.安抚
revealυ.显示
financialα.财政的、财经的
satisfactionn.满意
UsefulExpressions
Notonly…butalso…不仅…而且…
toseento似乎，好像……
alikingfor对……喜爱
Sothat…以便
TocheckSB.Out结某人的帐（以使之可离开旅馆）
inorderto为了……
oughtto应当……
inshort简言之，总而言之
UNIT1
RoomReservations
1-1AlongDistancecallReservation
Scene:
HenryBellow（B）andMargaretBellow（M）,anAmericancouple,aregoingtospend
theirHolidaysinChina.NowMr.BellowismakingareservationatHaitianHotelin
Shanghaithroughalongdistancecall.
Reservations（R）:
ShanghaiHaitianHotel.ReservationDesk.CanIhelpyou?
B:
I’mcallingfromNewYork.I’dliketobookaroominyourhotel.
R:
Whatkindofroomwouldyoulike,sir?
Wehavesinglerooms,doublerooms,suitesand
DeluxesuitesinJapanese,British,Roman,Frenchandpresidentialstyles.
B:
ABritishsuite,please.
R:
Wouldyoulikebreakfast?
B:
No,thanks.
R:
Canyougivemeyournameplease,sir?
B:
Bellow.B-E-L-L-O-W.
R:
Thankyou,Mr.Bellow.Andyourarrivalanddeparturedates?
B:
FromMay26thtoMay29th.
R:
Verywell,Mr.Bellow.BritishsuitewithoutbreakfastfromMay26thtoMay29th.AmI
Correct,Mr.Bellow?
B:
Yes,thankyou.
R:
Whattimewillyoubearriving,Mr.Bellow?
B:
Around5:
00p.m.
R:
Allright.You’llbeexpectedtobeherethen.
B:
That’sfine.Thankyou,madam.Good-bye.
R:
Good-bye.
1-2AGroupReservation
Scene:
Thetelephonerings.TheReservations（R）answersthephone.
R:
Reservations.MayIhelpyou?
Client（C）:
Yes.TheAmericanPeople-to-peopleEducationDelegationwillbevisitingShanghai
Attheendofthismonth.I’dliketobook10doubleroomswithtwinbedsforfivedays.
R:
Forwhichdates?
C:
ForMay23rd,24th,…and27th.
R:
Onemomentplease,sir.
（Thereservationscheckthelist.）
Yes,wecanconfirm10roomsforfivedays.
C:
Thankyou.Isthereaspecialrateforagroupreservation?
R:
Yes,thereisa10percentdiscount.
C:
That’sfine.
R:
Bytheway,howwilltheybegettingtoShanghai?
Willtheybecomingbyair?
C:
Yes.
R:
Couldyougivemetheflightnumber,please,incasetheplane’slate?
C:
Oh,sorry.Idon’tknowtheflightnumber,butI’llletyouknowbyphonetomorrow.
R:
Thankyou,sir.
C:
Oh,yes.Accordingtotheprogram,they’llhaveameetingonthe25th.Haveyougotabig?
Conferencehall?
R:
Yes,sir,wehaveaverynicemulti-functionhall,butyou’llhavetospeaktothemanager
Aboutthat.PleaseholdonamomentandI’llseeifIcanputyouthrough.
1-3ALocalCallReservation
Scene:
TheReservations（R）answersthephoneassoonasitrings.
R:
Reception.CanIhelpyou?
Client（C）:
I’dliketobookasingleroomwithshowerforMr.GeorgeSmith.Heplanstoarrive
Onthe20thofthismonth.
R:
Howlongwillhebestaying?
C:
Idon’tknow,butitcouldbeanythingfromseventotend.
R:
Thenwecanonlyconfirmaroomfromthe20thtothe27th.I’mafraidwewon’tbeableto
Guaranteehimaroomafterthe27th.Weusuallyhavehighoccupanciesinthepeakseasons.
C:
Whatifthereisn’tanyroomthen?
R:
Don’tworry,sir.Wecaneitherputhimonawaitinglistorfindhimaroominanearby
Hotel.
C:
Fine.Howmuch
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