hotel english

Hotel EnglishHotel English

● telephone reservation ● revising the reservation● cancel the reservation

Basic Procedures

Chapter 1 Reservation Service

Background Information

Nowadays Hotel advance reservation business is the introduction of a computerized reservation Network linking different hotels in a hotel chain with each other, with airline seat reservation system and with the computer terminals in the offices of travel agencies. Thus the guest’s reservation is very convenience. Guests can go simply to either agency or an airline office or to have their reservation in the Hotel they like.

Dialogues

Sentences for Imitation:

Knowledge Tips

Practical Training

Dialogue 1

O: Good evening. Shangri-la Grand Hotel. May I help you?G: I’d like to reserve a room.O: Hold on, please. I will put you through to the reservation department.R: Good morning. Room Reservations. May I help you?G: I’d like to reserve a room for 2 nights.R: What kind of room would you like, sir?G: I would like to have a double room.R: May I have your name and phone number, please?G: John Black. J-O-H-N B-L-A-C-K. And my telephone number is 008 528 382 268.R: J-O-H-N B-L-A-C-K. Mr. Black. Your telephone number is 008 528 382 268. When are you going to arrive here?G: Next Monday. February 28th, I think.R: Very well. I would like to confirm your reservation. A double room for 2 nights from February 28th to March 1st. Am I all right?G: Absolutely. Thank you.R: It’s my honor to serve you. We are looking forward to serving youG: That’s fine. Good-bye.R: Good-bye.

Receiving a Reservation

(R= Receptionist O= Operator G= Guest )

Dialogue 2

( R= Receptionist GL= Group Leader )

R: Good evening, sir. Shangri-la Grand Hotel. May I help you?GL: Yes. I’d like to make a group reservation in your hotel.R: We have different kinds of rooms, such as single rooms, double rooms, twin rooms, different deluxe suites in Chinese, Japanese, Roman and Presidential styles. Which kind of room would you like?GL: I think we would like to have 16 double rooms and one deluxe suite in Chinese style.R: For which date?GL: From January 6th to January 10th. R: Wait a moment, please. I am going to check the room availabilities for those days. (After a short while)Thank you for your waiting, ma’am. The rooms you want are available at that time. May I know the name of the group?

Tour Group Reservation

Dialogue 2


GL: British Business Delegation.R: British Business Delegation. May I have your name and telephone number?GL: John White. And the number is 886 660 67.R: Mr. White. I’d like to confirm your reservation. 16 double rooms and one deluxe suite in Chinese style from January 6th to January 10th for 4 nights for British Business Delegation Group. And your phone number is 886 660 67. Is that all right?GL: Exactly. Thank you very much. Good-bye.R: It’s my honor to be at your service. I am looking forward to serving you. Good-bye.

Tour Group Reservation

Dialogue 3

(R= Receptionist G= Guest )

R: Good evening, sir. Welcome to Great Wall Hotel. May I help you?G: Yes. I’d like to reserve a room for 3 days, please.R: What’s the type of room that you like?G: I’d like to have a single room. And I want to stay at your hotel from October 5th to October 7th.R: Wait a moment, please. I am going to check the room availabilities for those days. (After a short while)Thank you for your waiting, sir. We have no single room at that time. Would you like to have a double room instead of a single room?G: What’s the difference?

Face to Face the Reservation

Dialogue 3


R: The main difference is the bed in the double room is nearly as 2 times big as the one in the single room, so you will feel more comfortable in the double room. Furthermore, the price of a double room per night is 880 RMB, at the meantime, the single room is 580 RMB per night.G: Sounds not bad. Okay, I’ll have it.R: May I have your name and phone number, please?G: Simon Smith. S-I-M-O-N S-M-I-T-H. And the number is 886 680 08.R: Mr. Smith. I’d like to confirm your reservation. A double room from October 5th to October 7th for 2 nights. And your phone number is 886 680 08. Is that all right?G: Exactly. Good-bye.R: Okay. Mr. Smith. I am looking forward to serving you. Good-bye.

Face to Face the Reservation

Dialogue 4

(R= Receptionist G= Guest )R: Good evening, sir. Welcome to HuaTian Hotel. May I help you?G: Yes. I’d like to revise my room reservation.R: Could you tell me under whose name was the reservation made?G: Under my name. Smith. S-M-I-T-H.R: For which date?G: From December 12th to 23rd.R: Okay. I’ve found the record of the reservation. How would you want to revise your reservation?G: I would like to postpone the reservation 3 days later, because my schedule has been changed a little bit.R: So, Mr. Smith, your reservation would be revised from December 15th to 26th.G: Yes. That’s all right. Thank you.R: It’s my pleasure. One more thing, Mr. Smith. Is your telephone number still the former one we have?G: Yes, absolutely.R: Okay. Mr. Smith. Thank you for your calling us. We are looking forward to seeing you.

Revising the Reservation


R: Good morning. Changcheng Grand Hotel. Room Reservations. May I help you?G: I’d like to cancel a reservation since my schedule for the following days has been changed.R: That’s ok. Could you tell me under whose mane was the reservation made?G: Black. B-L-A-C-K.R: And what was the date of the reservation?G: From June 20th to June 23rd for 3 nights.R: Excuse me, but is the reservation for yourself or for another party?G: It’s for the General Manager in my company.R: Well. May I have your name and phone number, please?G: Yes, it’s Jennifer Green, and my number is 838 638 29.R: Thank you, ma’am. I will cancel Mr. Black’s reservation for June 20th for 3 nights. My name is Rachel Wu and we look forward to another chance to serve you.G: Thank you all the same, Miss Wu.R: It’s my pleasure. Good-bye.

Cancel the Reservation Dialogue 5

Dialogue 6 (R= Receptionist G= Guest )R: Room Reservations. Good evening. May I help you?G: Yes. I’d like to reserve a single room for August 5th.R: Just a moment, please. I’m sorry, sir. We are fully booked on that date.G: Oh. What a pity.R: Is it possible for you to change your reservation date?G: No. That’s not possible.R: Would you like us to put you on our waiting list and call you in case we have a cancellation?G: That’s very kind of you. But could you recommend me another hotel which won’t be full up?R: Yes, of course. Where would you rather like to be, in the downtown or in the suburbs?G: In the downtown. Because the main part of my schedule is in the downtown.G: In that case, I would suggest that you try International hotel.G: Do you know what the rate per night for a single room is there?R: It will be 380 RMB per night.G: I see. One last thing, could you give me the telephone number?R: Yes. It’s 838 2666. Shall I call the hotel for you now?G: No. I’ll do it myself. Thank you very much for your help. Good-bye.R: Good-bye. And thank you for calling us.

No empty Rooms


1. Good morning. Room Reservations. May I help you?2. It’s my honor to be at your service.3. Could you tell me under whose name was the reservation made?4. Thank you for your waiting, ma’am.5. How many of your people ?6. For which date?7. I’m sorry, sir. We are fully booked on that date.8. I really appreciate your help.

单间房一般是由一间面积为 16~20m2 的房间，内有卫生间和其他附属设备组成。房内设一张单人床的叫单人间，这样的房间适合商务旅游的单人住用。　　双人间（标准）房内设两张单人床或一张双人床的叫，这样的房间适合住两位客人和夫妻同住，适合旅游团体住用。　　套间房是由两间或两间以上的房间（内有卫生间和其他附属设施）组成。　　双套间：一般是连通的两个房间。一间是会客室，一间是卧室。卧室内设两张单人床或一张双人床。这样的房间适合夫妻或旅游团住用。　　组合套间：这是一种根据需要专门设计的房间，每个房间都有卫生间。有的由两个对门的房组成；有的由中间有门有锁的隔壁两个房间组成；也有的由相邻的各有卫生间的三个房间组成。多套间：由三至五间或更多房间组成，有两个卧室各带卫生间还有会客室、餐厅、办公室及厨房等，卧室内设特大号双人床。　高级套间：由七至八间房组成的套间，走廊有小酒吧。两个卧室分开，男女卫生间分开，设有客厅、书房、会议室、随员室、警卫室、餐厅厨房设施，有的还有室内花园。　立体套间：由楼上、楼下两层组成，楼上为卧室，面积较小，设有两张单人床或一张双人床。楼下设有卫生间和会客室，室内有活动沙发，同时可以拉开当床。

酒店房间种类

Knowledge Tips

I. Listen to the following recording and complete the dialogue:

Practical Training

( R= Receptionist G= Guest )

R: Good evening, sir. Shangri-la Grand Hotel. ______________________

G: Yes. _________________________________

R: For which date?

G: From this Friday to Sunday.

R: From this Friday to Sunday. That’s from June 6th to 8th. Wait a moment, please.

I am going to check the list. Sorry, sir.

________________________________________ How about a double room?

G: I’d like to stay in your hotel. Okay. A double room is not bad.

R: ___________________________________________

G: John Smith. My phone number is 838 855 38.

R: Mr. Smith. Your phone number is 838 855 38. Am I correct?

G: Yes, absolutely. Thank you. Goodbye.

R: It’s my pleasure. Mr. Smith. _______________________________

Room reservations. May I help you? I’d like to reserve a single room in your hotel.

The single rooms are not available on these days.

May I have your name and phone number, please?

We are looking forward to serving you.

II. Make dialogue according to the situations

Situation AMr. Black wants to book a double room with a bath in the hotel for October 16th to 18th. The receptionist answers his phone and helps him to reserve.

Situation BMr. Smith wants to reserve a room in the hotel for January 5th to 8th. However, all the rooms are fully booked. The receptionist helps him to get a room in another hotel.

Practical Training

III. Complete the following dialogue according to the Chinese in brackets and then read it in roles.

Practical Training

( R= Receptionist G= Guest ) R: Good evening, sir. . （欢迎来到香格里拉大酒店。） May I help you?G: Yes. . （我想要取消一项预订。）R: ? （请问，是以谁的名字预订的？）G: John Smith.R: ? （请问预订人日期是什么时候？）G: . （从 1 月 5 日起 3 个晚上。）R: Was the reservation made for yourself or someone else?G: It’s made for me. , （因为我的行程安排有所改变，） I have no enough time to stay in your town at that time.R: I’ll cancel Mr. John Smith’s reservation from January 5th for 3 nights. We are looking forward to another chance to serve you. ? （请问还有什么需要我做的吗？）G: No. That’s all. Goodbye.R: Goodbye. Mr. Smith.

Welcome to Shangri-la Grand Hotel

I’d like to cancel a reservation

In whose name was the reservation made

What was the date of the reservationFrom January 5th, for 3 nights

Because my itinerary has been changed

Is there anything else I can do for you

IV. Read the following Reservation Letter and try to put them into the right order.

Dear Sir,

1. My family and some of my friends wish to spend about a week at your hotel. We require

two double rooms with a private bath, and one twin room with a shower.

2. From one local travel service I have learnt that Western Lake is the right place for holiday.

On a list of recommended hotels I found the name of your hotel.

3. I am looking forward to your early reply.

4. Would it be possible to let us have these rooms for the period from January 15th to 21st?

Kindly let us know your terms.

Yours sincerely,

Peter Cooper

Practical Training

2-1-4-3

V. Put the following sentences into English orally.

1. 我想在你们饭店预订一间单人间。

2. 可以问一下到时会有多少客人吗？3. 可以帮我们安排一下吗？4. 您想要哪种房间，单人间还是双人间？5. 预订日期是什么时候？6. 我来看看那几天的房间可用情况中。7. 我想确认一下您的预订。

8. 一间朝阳面的双人房每晚 500 元人民币。

Practical Training

Practical Training

V. Put the following sentences into English orally. (answers)

1. I would like to reserve a single room in your hotel.

2. How many guests are there going to be?

3. Could you please arrange that for us?

4. Which type of room would you prefer, single room or double room?

5. What’s the date of the reservation?

6. I am going to check the room abilities on these days.

7. I’d like to confirm your reservation.

8. A double room with a front view is 500 RMB per night.

● registration ● receiving the advance reservation ● extending stay

Basic Procedures

Chapter 2 Reception Desk


1.

Receptionist Receptionists often work for businesses like spas, doctors’ offices, and salons which provide services to the public. In these positions, a receptionist makes appointments, keeps track of the schedule, keeps staff members updated about their bookings for the day, and handles client records. A receptionist will also answer questions for people about the services that the business offers, and he or she typically checks people in for appointments and deals with any paperwork, which clients may have to fill out. Receptionists are also expected to handle client payments in many cases.

Content

Dialogues


Knowledge Tips

Practical Training

Dialogue 1

Reservation

(R= Receptionist B=Bellman G= Guest )

B: Good evening, sir. Welcome to Shangri-la Grand Hotel. May I help you? G: Thank you. B: How many pieces of luggage do you have? G: Just this two. B: Two red bags. Is that all right? G: Yes. B: I’ll show you to the Front Desk. This way, please. G: Okay. Thank you. R: Good evening, sir. Welcome to Shangri-la Grand Hotel. May I help you?G: Yes. I’d like to have a room in your hotel.R: Do you have a reservation, sir?G: I’m afraid not. I’m just a walk-in.R: Okay. What kind of room would you like to have?G: A standard room with one big bed for three nights.R: How many of you?G: Only myself.R: Just a moment, please. Let me check the list. May I have your name, please?

Dialogue 1

Reservation

(R= Receptionist B=Bellman G= Guest )

G: John Smith.R: Okay. Mr. Smith. We have one standard room with one big bed. Could you give me your passport and fill in this registration form?(After a short while)R: Mr. Smith. You are requested to pay a deposit of 1200 RMB. How are you going to pay, in cash or by credit card?G: In cash. Here you are.R: Okay. Mr. Smith. Here are your passport and room card. And your room number is 8618 on the 16th floor. The bellman will send your luggage to your room. Wish you have a good stay in our hotel. Goodbye.G: Thank you. Goodbye.B: Mr. Smith. Please let me show you to your room. This way, please.G: Ok.

Dialogue 2

( R= Receptionist G=Guest )

Receiving the Individual

R: Good evening. Welcome to Shangri-la Grand Hotel. May I help you?G: Yes. I’d like to have a room in your hotel.R: Have you made a reservation with us, sir?G: I’m afraid not.R: What kind of room would you like to have?G: A single room. I’m alone.R: I would like to know your departure time.G: I will stay in your hotel for 2 nights. I will leave for Shanghai the day after tomorrow.R: Just a moment, please. Yes, there is one on the 6th floor facing the street.G: Could you change another one for me. I like to have a sleep since I feel kind of tired. I’m afraid the room facing the street is noisy.

Dialogue 2


Receiving the Individual

R: Okay. There’s one on the same floor.G: How much is it?R: 380 RMB per night.G: Sounds good. I’ll take it.R: May I have your passport, please? And could you fill in the registration form?G: Okay.(The receptionist checks the passport and the form)R: Here’s your passport. How are you going to pay, in cash or by credit card?G: In cash.R: Here is the room card. Wish you have a good stay in our hotel.G: Thank you.

Dialogue 3


Receiving the Advance Reservation

R: Good evening, sir. Welcome to Shangri-la Grand Hotel. May I help you?G: Yes. I want to have a room in your hotel here.R: Have you made a reservation, sir?G: Yes. I’ve booked a room in your hotel.R: May I have your name, please?G: Allan Scott. R: Wait a moment, please. (After checking the list)Sorry to have kept you waiting, Mr. Scott. Yes. We do have your reservation. You have booked a single room from today to December 15th for 3 nights. The rate of the room is 380 RMB per night. Am I correct?G: Yes. That’s all right.R: Could you let me have a look at your passport? And would you please fill in this registration form?G: No problem. Here you are.R: Thank you.

Dialogue 3


Receiving the Advance Reservation

(After a short while)R: Thank you. Mr. Scott. Here is your passport. And you should pay a 800 RMB deposit. How would you like to pay, in cash or by credit card?G: In cash. Here you are.R: Thank you. Mr. Scott. Here is your room card. Wish you have a good stay in our hotel.G: Goodbye.

Dialogue 4


Receiving a travel group

R: Good evening. Welcome to Shangri-la Grand Hotel. May I help you?

G: Yes. I’m John White, the tour leader of American Happiness Travel Service. We have a reservation with your hotel.

R: Just a minute, please. Let me check the list.(After checking the list) Yes. Mr. White. We do have your reservation. You have reserved 18

double rooms for 3 nights. Is that all right?G: Yes. R: Have you got a group visa, Mr. White?G: Yes, here you are.R: Thank you. And could you fill in the registration form, please?G: Okay.

Dialogue 4


Receiving a travel group

(After a short while)R: Here’s your group visa, Mr. White. And you have 12 rooms on the

12th floor from Room 8212 to Room 8223 and the others are on the 15th floor from Room 8506 to Room 8511. And here are the room keys. Please have a check.

G: That’s very well. Thank you very much.R: It’s my pleasure. Mr. White. The bellmen will send the baggage to

your rooms. Wish you have a good stay in our hotel.G: I will. Goodbye.R: Goodbye.

Dialogue 5


Extending the Stay

R: Good afternoon, sir. May I help you?G: Yes. I would like to extend my stay in your hotel as I have more

meetings in Beijing. I’m Robert Cooper, the tour leader of American Happiness Travel Service. We have a reservation in your hotel .

R: May I know your name and room number?G: Robert Cooper, in Room 8606.R: How long would you like to extend your stay?G: 2 more nights.R: So you’d like to extend your stay here for another 2 nights. Let me

check the list, please.

Dialogue 5


Extending the Stay

(After a short while)Mr. Cooper. Room 8606 has been reserved tomorrow afternoon. So could

you move to Room 8608 tomorrow morning?G: Okay, no problem.R: Thank you for your understanding, Mr. Cooper. And there’s only 80 Yuan

in your account. Because of the hotel policy and your extension, you are requested to pay a 1000 RMB. How would you like to pay, in cash or by credit card?

G: In cash. Here you are.R: Thank you. Here is the receipt. And we will contact you tomorrow morning

at 10 am.G: For changing the room. Okay. Goodbye.R: Goodbye. Mr. Cooper. I hope you are enjoying your stay with us.

DialoguesNew Words and Expressions

1. operator [5'ɔpəreitə ] n. 接线员 , 操作员2. international [ intə(:)'næʃənl ] a. 国际的；跨国的3. rate [ reit ] n. 价格；价钱4. minimum ['miniməm ] a. 最小的 , 最低的5.prefix ['pri:fiks] n. 字首 n. 地区号码 , 前缀6. code [ kəud ] n. 代号；代码7. urgent [ 'ə:dʒənt ] a. 紧急的8. transfer [ træns'fə: ] v. 转拨；转接9. standard [ 'stændəd] ] a. 标准的10. enquiry [ in'kwaiəri ] n. 询问 , 调查 , 打听11. directly [ di'rektli ] ad. 直接地


12. response [ ris'pɔns ] n. 回答；答复13. dial [ dial ] v. 拨，拨打（电话等）14. consult [ kən'sʌlt ] v. 查阅；问询15. directory [di'rektəri] n. 姓名地址录，电话号码簿16. schedule ['skedʒul ] n. 时间表 , 一览表 , 计划表 , 议事日程 vt. 预定 ,

编制目录 , 制…表 , 安排17. accommodate [[ə'kɔmədeit ] vt. 供应 , 供给 , 使适应 , 调节18. medium [ 'mi:djəm ] n. 中间 , 中庸 , 平均数 , 介质 , 媒介 ; 媒体 ,

（事物如牛排等）半熟的，中号（服装）19. colleague [ ' 'kɔli:g ] n. 同事 , 同僚20. person-to-person call 叫人电话（人与人电话）21. IDD (international direct dialing ) 国际直拨电话


Inquiring

1. How many pieces of luggage do you have?2. Just a moment, please. Let me check the list.3. Could you give me your passport and fill in this registration for

m?4. Have you got a group visa, Mr. White ?5. Have you made a reservation with us, sir ?6. How long would you like to extend your stay?


Offering help

1. The bellmen will send the baggage to your rooms.2. You are requested to pay a deposit of 1200 RMB.3.Here are your passport and room card.4.Here’s your group visa, Mr. White.5.Thank you. Here is the receipt.

According to Harold Marcuse, reception history is “the history of the meanings that have been imputed to historical events. It traces the different ways in which participants, observers, historians and other retrospective interpreters have attempted to make sense of events both as they unfolded and over time since then, to make those events meaningful for the present in which they lived and live.”

Knowledge Tips

Practical Training

I. Listen to the following dialogue and fill in the blank with proper words:


R: Good evening. May I help you?G: Yes. I have a reservation for a single room in your hotel.R: May I have your name, please?G: John Smith.R: Wait a moment, please. ______________Yes. Mr. Smith. We do have your reservation. May I have a look at your passport?G. Yes, here you areR: ? G: Okay. Do you have a pen?R: Sure. Here you are.G: Thank you. Here’s the form. _____________ R: Yes, of course. Please pay 900 RMB in advance. How would you like to pay, in cash or by credit card?G: In cash. Here you are.R: Thank you. I hope you enjoy your stay in our hotel.G: Thank you.

Shangri-la Grand Hotel.

registration form

has a bath.

your passport

kept you waiting.

Practical Training


Situation 1Mr. Black has just arrived at the hotel. He has made and wants to check in. The receptionist helps him to do that.

Situation 2Mr. White wants to extend his stay in the hotel because of his business. The receptionist helps him to achieve that.

Practical Training

II. Make dialogue according to the situations (examples)

Situation 2:

Reservationist= R Guest= G

R: Good morning sir, What can di for you ?

G: Good morning, I’m going to check out today according to my travel sch

edule, but have too extend my stay in Shanghai for business for three more day

s.

R: May I know your room number ?

G: 1125.

R: Just a moment, I ;ll check the record, well, I got the record. You ‘ll check

out this morning, October 23nd, is that right?

G: Yes, now I’m going for another 3 days.

Practical Training


Situation 2:

Reservationist= R Guest= G

R: I’m sorry, Mr. Green .This room has been reserved by other guest. We’ll

arrange another single room for you, room 2106 .

G: That will do, Thank you.

R: Would you rewrite the departure date with the 25th ? Thank you. Hope

you enjoying your stay inn our hotel.

III.Complete the following dialogue according to the Chinese in brackets


R: Good afternoon, sir. May I help you?G: Yes. I would like to have a room in your hotel.R: Do you have a reservation?G: Yes. I have made a reservation about a standard room here.

R: ____________________________________________________ ? ( 请告诉我预订房间的时间并且以谁的名字预订的？）

G: , （由于时差的原因，我不太确定订户的日期，） but the reservation name is Robert

Black. And the date should be around 3 days ago.

Could you tell me when and who made the reservation

I’m not sure of the date due to the time difference

Practical Training

Practical Training

III. Complete the following dialogue according to the Chinese in brackets


R: Wait a moment, please. . （我来检查一下预订记录单。）Yes, here we are. Mr. Black. May I have a look at your passport?G: Here you are.R: ______________________________________________? （您想在这儿住几晚？）G: 3 nights, I think.R: Okay. Mr. Black. Please fill in this registration form. And here’s your passport.G: Okay. ? ( 我需要在这里签名吗？）R: Yes, please.G: Okay. Here you are.

I’ll check our reservation list

And how many nights do you want to stay here

Do I need to sign my name here

Practical Training


1. 先生，请问您有预定过吗？2. 请问您如何付帐，现金还是信用卡？3. 我可以看一下您的护照吗？4. 请您把入住登记表填写一下，好吗 ?5. 我希望今晚我能睡个好觉。6. 麻烦一下，请您付 600 元押金。7. 很高兴您能延长在我们饭店的住宿。8. 我想知道可不可以延长 2 天的住宿。

Practical Training

V. Put the following sentences into English orally. (Answers)

1. Have you made a reservation with us, sir?2. How would you like to pay, in cask or by credit card?3. May I have a look at your passport?4. Would you please fill out the registration form.5. I hope I could have a sound sleep tonight.6. Excuse me. Please pay a deposit of 600 Yuan.7. We’re so glad that you’ve extended your stay in our hotel.8. I wonder if it is possible for me to extend my stay in your hotel for two days.

● check in services & show the guest to his/her room ● delivery of luggage● ticket- booking service

Basic Procedures

Chapter 3 The BellmanThe Bellman


1.

Bellman

酒店的行李服务是由前厅部的行李员（ Baggage Handler ）提供的。行李员在欧美国家又称“ Bellboy” 、“ Bellman” 、“ Bellhop” 和“ porter” ，其工作岗位是位于酒店大堂一侧的礼宾部（行李服务处）。礼宾部主管（或“金钥匙”）在此指挥、调度行李服务及其他大厅服务。行李员还是酒店与客人之间联系的桥梁，通过他们的工作使客人感受到酒店的热情好客，因此，对于管理得好的酒店而言，行李员是酒店的宝贵资产。 bellman 这个称呼的由来是由于他们过去经常在旅馆里摇着铃寻找住店的旅客。比如，如果他们要找某位客人，他们会摇着铃，拿着写有该客人名字的标签。旅客看到标签就知道他们要找的人了。还有一种放在桌上的铃，旅客一敲， bellman就会过来服务，帮旅客拿行李是他们的重要工作。

Content

Dialogues


Knowledge Tips

Practical Training

Dialogue 1

Check in Services

( R= Receptionist G= Guest FA= Floor Attendant )

R: Good evening, Miss. Welcome to Shangri-la Grand Hotel. May I help you? G: Yes. I’d like to a room here. R: Do you have a reservation with us? G: Yes. I booked a single room 3 days ago. My name is Elizabeth Smith. R: Please let me check the list, please. Sorry to have kept you waiting. Yes. Miss Smith. We do have your reservation. Please fill in this registration form. And may I have your passport? G: Here you are. R: Thank you. And here’s your passport. May I confirm your departure time? G: Yes. I am leaving tomorrow morning. R: Please pay 500 RMB for the deposit. How are you going to pay, in cash or by credit card? G: In cash. Here you are. R: Thank you, Miss Smith. Here are the room card to Room 8809 and the receipt. The bellman will deliver the luggage to your room. Wish you have a good stay in our hotel.G: Thank you. Bye. R: Goodbye. Miss Smith.

Dialogue 2

Show the Way to Her Room

( G= Guest FA= Floor Attendant )

FA: Good evening, Miss. May I help you? G: Yes. I don’t know where my room is.FA: May I have your room card, please?G: Yes, of course. Here you are.FA: Room 8809. It’s near here. Follow me, please.G: Thank you.FA: Here we are. (The FA opens the door for the guest) After you, please. G: Thank you.FA: You’re welcome. Is there anything else I can do for you?G: No, thanks. That’s all.FA: Wish you have a good stay with us. Goodbye.

Dialogue 3

( B= Bellman G= Guest )

Delivery of Luggage

(The door bell is ringing)G: Who is it?B: The bellman, sir. I have delivered the luggage to you.G: Okay. Come in, please.B: Thank you, sir. I am sorry for the delay. Here’s your luggage. Please have a check.G: Two red suitcases. Yes, they are mine. B: Where should I put it?G: Just leave it here. B: Okay. Is there anything else I can do for you? G: No, thanks. Here’s the tip. Please take it. B: Thank you. Wish you have a good stay in our hotel. Sorry to have interrupted you. . Goodbye. G: Goodbye.

Dialogue 4


Ordering A Taxi

B: Good evening, Sir. May I help you? G: Yes. I’d like to take a taxi to have a visit in the city. But I can’t speak Chinese. So could you help me to take a taxi? B: It’s my honor to help you. G: Thank you very much. B: How much do you know about the city? G: This is the first time that I have been here. So I know little about the city. Could you give me some suggestions? B: Okay. There are so many interesting places to visit in the downtown such as Local God’s Temple, Yuyuan Park and so on. You can also have a good shopping there. G: Sounds very good. Bus as I said, I am a stranger. B: That’s a piece of cake. Here’s the name card of Hotel. Take it and you will know how to get back here. And I can write down the places you’re going to visit on this paper. Remember to show this to the taxi driver, please. G : Okay. Thank you so much. Goodbye. B: You are welcome. Wish you have a pleasant visit today. Goodbye.

Dialogue 5


Ticket- Booking Service

B: Good morning, Miss. May I help you?G: Yes. I’d like to book three airplane tickets to Shanghai.B: When would you like to leave, Miss?G: The coming Friday. It will be better in the eveningB: Which one do you like, the economical class or the first class?G: The economical class. B: Okay. May I have your passport? We need a copy about that. And we also

need your name and room number. G: Okay. Here you are. Elizabeth Black. Room 8506. B: How do you spell Elizabeth? G: E-L-I-Z-A-B-E-T-H.

Dialogue 5


Ticket- Booking Service

B: Miss Black in Room 8506. Three tickets of economical class to Shanghai on this Friday, February 26th. Is that all right?

G: Yes, absolutely.B: Please pay a deposit of 2600 RMB in advance. How do you like to pay, in

cash or by credit card? G: In cash. Here you are. B: Okay. Thank you. Miss Black. I am going to call you this evening at 7 pm

and send the tickets to you. G: Okay. Thank you. Goodbye. B: You’re welcome. Wish you have a pleasant stay with us. Goodbye.


1. deliver [ di'livə ] vt. 递送 , 陈述 , 释放 , 接生2. attendant [ə'tendənt ] n. 服务员随从 ,跟班 ,出席者 a. 伴随的 ,出席的 3. departure [di'pɑ:tʃə ] n. 启程 , 出发 , 离开发 ,违背 ,偏离 , 发射4. bellman [`belmən ] n. 行李员，传达员 , 更夫5. tip [tip] n. 轻击 , 末端 , 小费6. interrupt [ intə'rʌpt ] v. 打断，打扰7. pleasant ['pleznt ] adj. 令人愉快的 , 舒适的8. temple [ templ ] n. 庙 , 寺 , 神殿9. advance [ əd'vɑ:ns ] n. 前进 , 提升 , 预付款 vt. 促进 ,提出 ,


Inquiring 1. And may I have your passport? 2. May I confirm your departure time? 3. Is there anything else I can do for you? 4. When would you like to leave, Miss?


Offering help

1. Here’s the name card of Hotel.2. And we also need your name and room number.3. Please pay a deposit of 2600 RMB in advance.4. I am going to call you this evening at 7 pm and send the tickets to

you.

Knowledge Tips

Cool things you can do with a luggage cart.

The title of this post says cool things. I am not going to limit myself to just cool things but different things. There are so many ways you can use your cart instead of just for your luggage. By the time you finish reading this you will surely want one as you will see it can address not only your luggage needs but other ones as well.Here are some interesting ways you can use your luggage cart:a. Small or Home Office b. Moving c. Paperwork d. Gardening e. Racing


B: Good evening, Sir. Welcome to Changcheng Grand Hotel. May I help you? G: Thank you very much. It’s really heavy. B: How many do you have? G: Just these three. B: One red bag and . Am I right? G: Yes. That’s right. B: for you, please. I’ll show you to the Front Desk. This way, please. I will put the luggage by the post there. G: Okay. No problem. Thank you. B: How is your trip? G: Really exhausted. Too much luggage. B: I’m sorry to hear that. in our hotel. G: Certainly. Thank you very much. B: You’re welcome. .

Practical Training

pieces of luggage

two black suitcases.

Let me take the luggage

Wish you have a good stay

We are always at your service.


Practical Training


Situation 1: A guest has just arrived at the hotel with a lot of luggage. The bellman greets him and then helps him take the luggage to the front desk.

Situation 2: Mr. Smith who is staying in the hotel wants to book an airplane ticket to Shanghai. The bell captain helps him to reserve the tickets and sends the tickets to his room.

Practical Training


Situation 1

( B= Bellman G= Guest

B: I’m the bellman to bring your luggage, sir.G: Come inn please. Thank you , sir. B: Here is your luggage . One suitcase and a small handbag. Is that right?G: Yes, that’d right. Thank you. By the way, could you tell me if there is a resturant for my dinner ?B: Yes, sir. It is on the eight floor. G: How about your dinner service ? I want to go there with my fiends .B: We have very good Chinese resturant and Western resturant , which serve good Chinese and Western food.G: That’s sounds good. Thank you for your information.B: You are welcome , sir if you want to make a reservation, here is the brochure.G: Thank you.B: Please call me if you need any help, Goodbye



B: Good morning, Miss. May I help you? G: Yes. I’d like to call a taxi. Could you do that for me? B: Certainly, where are you going? G: . （我想去参观游览一下西湖。） This is my first time that I have been in Hangzhou. . （请给我提一些建议。）

B: . （您最好是包车来回。）

I want to visit the Western Lake

Please give me some advice

It’s good for you to book a return tour by taxi.

Practical Training


G: Ok. I’ll take the return tour by taxi. B: Please wait a moment. . （我来和出租车调度联系一下。） The taxi is expected to come in 15 mi

nutes. . ( 你可以边等边在大堂吧里喝些饮料。） G: Sounds good. B: Excuse me, Miss. Your taxi is coming. G: Thank you very much. B: You’re welcome. Have a good trip.

I’ll get in touch with a taxi dispatcher.

You could have something to drink in the lobby bar while waiting.


Practical Training

IV. Fill in the following Forms according to the following information:

Flight Ticket Confirmation Form

Surname: Smith Given Name: Robert

Passport No.: 100 003 206 Room No.: 8506

From: Shanghai To: Beijing

Flight No.: CA 156 Date: 2010.09.10

Time: 3:30 PM Price: 1500 RMB

Deposit: 1800 RMB Insurance: 20 RMB

Contact person: Lily Zhang Contact Tel: 886 665 56

As per your request, the hotel is pleased to assist procuring on your behalf the services of the Ticket Agency. This service is subject to the terms and conditions as may be imposed by the airline companies. Hotel should not be responsible for any flight delay or cancellation etc.

Guest Signature: Robert Smith Date: 2010.09.02


1. 先生，很抱歉您的行李送迟了。2. 欢迎您来到我们饭店。请允许我帮您拿行李。3. 我马上派人把行李送到您房间。4. 您总共有两件行李。一个黑箱子和一个皮包，对吗？5. 这些是您的行李吗？我来帮你拿好吗？6. 请注意不要让旋转门夹到手。7. 请把行李交给我吧。我会把它们送到您的房间。8. 我想订 2 张去北京的火车票。

Practical Training


1. I’m very sorry for the delay, sir.2. Welcome to our hotel. Please allow me to help you with the luggage.3. I’ll let someone send the luggage to your room soon.4. You have two pieces of luggage. One black suitcase and one leather bag. Am I right?5. Are these your luggage? May I take them for you?6. Please mind your hands in the revolving door.7. Please leave the luggage to me. I’ll send them to your room.8. I would like to reserve 2 train tickets to Beijing.

Practical Training

Chapter 4 At the Information DeskAt the Information Desk

● showing the way/inside the hotel, outside the hotel● introduction some scenic spot and shopping center● about the traffic

Basic Procedures


1.

Beijing is an ancient city with a long history. Back in 3000 years ago in Zhou dynasty, Beijing, which was called Ji at the moment, had been named capital of Yan. Thereafter, Liao, Jin, Yuan, Ming and Qing dynasty all made Beijing their capital. Therefore, Beijing was famous for "Capital of a thousand years". As Beijing has been confirmed home city of Olympics 2008, the spirit of "green Olympics, scientific Olympics and humanized Olympic" will surely bring more and more changes to Beijing, promote the development of sports and Olympics in China as well as in the world, and strengthen the friendly communications between Chinese and foreign people.

Introduction of Beijing

http://image.baidu.com/i?ct=503316480&z=0&tn=baiduimagedetail&word=%B1%B1%BE%A9%B9%CA%B9%AC%CD%BC%C6%AC&in=30819&cl=2&cm=1&sc=0&lm=-1&pn=3&rn=1&di=1031738670&ln=2000&fr=&ic=0&s=0&se=1

Content

Dialogues


Knowledge Tips

Practical Training

Dialogue 1

Showing the Way inside the Hotel


R: Good evening, sir. May I help you?G: Yes. Could you tell me where the business center is?R: Yes. It’s on the second floor. Opposite to the elevator.G: And where is the elevator?R: Walk straight along the corridor. You will find the elevator is at the end of the corridor on your right. You can’t miss it.G: Thank you very much.R: You are welcome

Dialogue 2

Showing the Way outside the Hotel

( G= Guest FA= Floor Attendant )

R: Good evening, sir. May I help you?G: Yes. Could you tell me where Culture Exhibition Cent

er is?R: Yes. It’s in the downtown, next to the municipal gover

nment building.G: How can I get there ?R: The simplest way is taking a taxi. There’s a taxe stati

on next to our building. It will cost you about 20 RMB to be there. You can also t

ake Bus 228 because the traffic is convenient now. It will take you about half an hour.

G: Thank you very much.R: You are welcome.

Dialogue 3


Introduction Some Scenic Spot and Shopping Center

R: Good evening, sir. May I help you? G: Yes. Since this is the first time I have been here, could you give me some introductions of the city? I want to visit some famous and interesting places. R: Yes. Our city has a long history dating back to 3 000 years ago. There are so many interesting scenicspots in the city, such as Dongpo Park, Puji Temple and so on. If you are fond of Chinese culture, you can go Dongpo Park to have a visit to know about the culture of Chinese ancient construction. Furthermore, you can go to Puji Temple to communicate with the local monks while having a look at the statues of Buddhas, Arhats, Bodhisattva and so on. G: Sounds very interesting. I also want to have a shopping. Any suggestions? R: You can go to the downtown. There are so many shops selling clothes, local handicrafts, etc. You can buy a lot as souvenirs. You can also enjoy local specialties there.G: Okay. Thank you very much. I think I will have a good trip today in your city. Goodbye.R: Certainly. Wish you have a good trip.

Dialogue 4


About the Traffic

R: Good evening, sir. May I help you? G: Yes. Could you tell me something about the situation of the transportation around the hotel? Because this is the first time I’ve been here. R: Ok. No problem. It’s really convenient here because there’re stations of taxi, bus, and subways near our hotel. You can find it in front of our hotel. G: Could you give me some suggestions? You know. Traffic jams or something like that. R: Yes. If you want to go to the downtown or the airport, you should take subway. That can help you save a lot of time. And if you want to have a good view in the city, you can take public buses. And one more suggestion. Taking a taxi is very efficient, but not during the rush hour. G: Thank you. I think I can figure it out now. Goodbye. R: It’s my pleasure to help you. If you have any questions, please don’t hesitate to ask me for help. Wish you have a good stay in our hotel.


1. elevator [ 'eliveitə ] n. 电梯 , 升降机2. opposite [ 'ɔpəzit ] adj. 相对的 , 对面的 , 对立的3. straight [streit] ] a. 直的 ,挺直的 ;正直的 , adv. 直接 , 一直4. corridor ['kɔridɔ ] n. 走廊 , 通道5. exhibition [eksi'biʃən ] n. 展览会 , 展览品6. municipal [mju:'nisipl ] adj. 市政的 , 市立的 , 地方性的7. scenic ['si :nik ] adj. 舞台的 , 布景的 , 景色优美的8. Buddha ['budə ] n. 佛9. arhat [`'ɑ:hət] ] n. [ 宗 ]阿罗汉10. Bodhisattva [ bəudi'sʌtvə ] n. 菩萨


Inquiring the service

1. Could you tell me where the business center is? 2. Could you tell me something about the situation of the transportation around the hotel ? 3. Could you tell me something about the city?


Offering help

1.It’s on the second floor. Opposite to the elevator.2. Walk straight along the corridor.3. You can’t miss it.4. You can also take Bus 228 beacuse the traffic is convenient now.5. It’s in the downtown, next to the municipal government building.6. Our city has a long history dating back to 3 000 years ago.

Knowledge Tips

Great Wall (Changcheng )

The Great Wall, like the Pyramids of Egypt, the Taj Mahal in India and the Hanging Garden of Babylon, is one of the great wonders of the world.Unlike other Natural and Cultural Heritage Sites, the Great Wall embraces such broad dimensions that nothing else can compare with. It runs across Northern China from east to west, providing protection to agricultural civilization and ancient trading routes. It spans the history of China from past to present, witnessing the rise and fall of powers and dynasties

Practical Training I. Listen to the following dialogue and fill in the blank with proper words:

R: Good afternoon, sir. May I help you? G: Yes. I’m new here, so I know little about Suzhou.

_____________________________________ ? R: No problem. I suggest you first visit some famous historic places, such as Humble Administrator’s Garden, Tiger Hill and Zhouzhuang Town. ______________________________ G: Really? _______________________ Could you tell me how to get there? R: Certainly.

Could you tell me some places to visit?


as a part of the spirit of the city.

I will take your advice.

Practical Training


R: Certainly. __________________________________________ You can take No. 1 Traveling Bus to go there directly for the first two places while you should go to the bus station to take the bus to Zhouzhuang. G: That’s good. Thank you very much. I think I must have a good memory of Suzhou. R: Last but not the least. ______________________________ It’s going to rain according to the weather forecast. G: Okay. Goodbye. R: Goodbye.

The transportation system is very convenient.

You need to bring your umbrella.



Situation 1 ： A guest, Mr. Black, wants to know the way to the bus station because he is leaving the city next day. He is asking the receptionist for help.

Situation 2 ： Mr. Smith who is a stranger in Beijing want to visit some famous scenic spots in the city. He is asking the receptionist for help..

Practical Training

II. Make dialogue according to the situations ( Answer )

Situation 2: Mr. Smith who is a stranger in Beijing want to visit some famous scenic spots in the city. He is asking the receptionist for help

Practical Training

Practical Training



R: Good evening, sir. This is the Information Desk. May I help you?G: Yes. I tried to contact Mr. Smith in Room 8506 but he was out. Could you help me to do that?R: Hold on, please. I’m afraid he is not in. Would you like to leave a

message? _______________________________ （您想要留言吗？）G: Yes. Please ask him to call me back as soon as he arrives at the

hotel______________________________________________________ （请告诉他一回到饭店就给我电话。）

Please ask him to call me back as soon as he arrives at the hotel.

Would you like to leave a message ?

Practical Training III.Complete the following dialogue according to the Chinese in brackets


R: Certainly, sir. May I know who’s speaking, please?____________________________________ （您可以告诉我您的姓名吗？）G: Robert Black.R: Yes, Mr. Black. May I have your phone number, please?G: It’s 865-553-36.R: 865-553-36. Is that the complete message?___________________________ （这是整个留言内容了吗？）G: Yes, that’s all.R: Please let me confirm your message. The message is for Mr. Smith in Room 8506 from Mr. Robert Black. Please call him back at 865-553-36 when he arrives at the hotel. Is that correct?G: That’s right. Thank you R: You’re welcome. Please don’t hesitate to contact us if you have any further inquiry. ______________________________________________________ （如果您还需要了解什么情况，请与我们联系。）

Is that the complete message ?

Please don’t hesitate to contact us if you have any further inquiry.

May I know what’s your name?

Practical Training


1. 如果您需要帮助，请跟我联系。2. 这是我第一次来北京。3. 请乘电梯到三楼会议室。4. 请问您可以告诉我如果去火车站吗？5. 该城市有着 3000 多年的文字记载历史。6. 虽然去过该城市几次，但我对她所知甚少。7. 在我们酒店附近有几处非常著名的名胜古迹。8. 该建筑是当地旅游业发展的标志。


1. I’m very sorry for the delay, sir.2. Welcome to our hotel. Please allow me to help you with the luggage.3. I’ll let someone send the luggage to your room soon.4. You have two pieces of luggage. One black suitcase and one leather bag. Am I right?5. Are these your luggage? May I take them for you?6. Please mind your hands in the revolving door.7. Please leave the luggage to me. I’ll send them to your room.8. I would like to reserve 2 train tickets to Beijing.

Practical Training

● types of telephone calls & overseas call● leaving a telephone message ● answering guest’s inquries

Basic Procedures

Chapter 5Chapter 5 Telephone OperatorTelephone Operator


What is a telephone operator ?

A telephone operator is a person who provides assistance to a telephone caller, usually in the placing of operator assisted telephone calls such as calls from a pay phone, collect calls, calls which are billed to a credit card, station-to-station and person-to-person calls, and certain international calls which cannot be dialed directly. Meanwhile, the operator is the way through that a telephone company offering telephone services to subscribers. For example, users of a mobile phone will register with a mobile phone operator to receive services.

Content

Dialogues


Knowledge Tips

Practical Training

An Overseas Call Dialogue 1

( O=Operator Guest=G )

O: Operator. May I help you?S: Yes. I’d like to make an international call. O: Certainly, sir. Which country are you calling?S: Canada. Could you tell me what the rate is for Canada calls,

please?O: Yes. The standard rate for Canada calls is RMB 4 per

minute. There is an extra charge of RMB15 for a person-to-person call. That’s the rate for both operator calls and international direct dialing calls (IDD).

S: Is there any difference in charge between IDD calls and operator calls then?

An Overseas Call Dialogue 1

( O=Operator Guest=G )

O: With operator-assisted calls there is a minimum charge of three minutes, but there is no minimum charge for IDD calls. Moreover, the hotel will collect 15% as service charge from IDD calls.

S: Well, in that case, I would like to place an IDD call to my wife in Canada.

O: All right, sir. While dial IDD, please dial “0” first, then the international prefix “00”, followed by the country code, area code and the expected telephone number. Direct dials are charged from the moment the call is answered.

S: Ok, I see. Thank you very much.

In-house Call Service Dialogue 2

( O= Operator G= Guest )

O: Good evening. Operator speaking. May I help you?S: Yes, I have something urgent to speak to my secretary, Mr. William Moseley about, but I forgot his room number. O: I see, sir. I will check it for you. Could you please spell his name?S: Ok. W, I, double L, I, A, M, William, and M, O, S, E, L, E, Y, Moseley.O: Thank you, sir. Just a minute, please. …Thank you for waiting, sir. Mr. Moseley is staying in Room 1008. Are you calling from outside, sir?S: No, it’s a house phone. O: I’m afraid we cannot transfer room-to-room calls. Could you make the call directly, please? You may dial 0 first, and then the room number.S: All right, thank you.O: You are always welcome, sir.

Leaving a Telephone MessageDialogue 3 ( O= Operator G= Guest )

O: Good evening. Shangri-la Grand Hotel. May I help you?G: Yes. Could you put me through to Mr. Black in Room 8818?O: May I have you name, please?G: Elizabeth Smith.O: Hold on, please. I’ll put you through.(After a short while)I’m afraid there’s nobody answering the call. Would you like to leave a message?G: Okay. Tell Mr. Black that I’ve called him and want to talk about the arrangement of our following schedule. Ask him to call me back, please.O: Okay. No problem. I will tell Mr. Black that Miss Smith Elizabeth called him and ask him to call you back for the arrangement of the following schedule. May I have your phone number, please?G: 008 528 352 666 6.O: 008 528 352 666 6. Is that all right?G: Yes. Thank you. Goodbye.O: You’re welcome, Miss Smith. Goodbye.

Answering Guest’s Inquires Dialogue 4 ( O= Operator G= Guest )

G: I’d like to know the price of the meeting room in your hotel. Could you tell me something about that?O: Yes. We have 3 kinds of rooms accommodating different numbers of guests. Could you tell me how many of your people?G: About 60.O: That should be medium size. The medium meeting room can accommodate 50 to 80 guests. The price of that is 1200 RMB per day. For which date?G: The day after tomorrow. We need 3 days.O: Wait a moment. Please let me check the list.(After a short while) Yes. The meeting room is available at that time. Do you need to reserve it?G: Not now. I need to have a discussion with my colleagues. If we need, I’ll call you back. Goodbye.O: Okay. Thank you for your calling. Goodbye.


1. operator [5'ɔpəreitə ] n. 接线员 , 操作员2. international [ ,intə(:)'næʃənl ] a. 国际的；跨国的3. rate [ reit ] n. 价格；价钱4. minimum ['miniməm ] a. 最小的 , 最低的5.prefix ['pri:fiks] n. 字首 n. 地区号码 , 前缀6. code [ kəud ] n. 代号；代码7. urgent [ 'ə:dʒənt ] a. 紧急的8. transfer [ træns'fə: ] v. 转拨；转接9. standard [ 'stændəd] ] a. 标准的10. enquiry [ in'kwaiəri ] n. 询问 , 调查 , 打听


11. directly [ di'rektli ] ad. 直接地12. response [ ris'pɔns ] n. 回答；答复13. dial [ dial ] v. 拨，拨打（电话等）14. consult [ kən'sʌlt ] v. 查阅；问询15. directory [ di'rektəri ] n. 姓名地址录，电话号码簿16. schedule ['skedʒul ] n. 时间表 , 一览表 , 计划表 , 议事日程 vt. 预定 , 编制

目录 , 制…表 , 安排17. accommodate [[ə'kɔmədeit ] vt. 供应 , 供给 , 使适应 , 调节18. medium [ 'mi:djəm ] n. 中间 , 中庸 , 平均数 , 介质 , 媒介 ; 媒体 , （事物如牛

排等）半熟的，中号（服装）19. colleague [ ' 'kɔli:g ] n. 同事 , 同僚20. person-to-person call 叫人电话（人与人电话）21. IDD (international direct dialing ) 国际直拨电话


Answering the phone ： 1. Hello, this is Information Desk. 2. Operator. May I help you?Asking someone to wait ：1. Could you wait a moment while I put you through, please? 2. Could you hold on for just one minute, please, sir?Making a connection ： 1. Hold on, please I’ll put you through. 2. I’m putting you through now. 3. You’re through.


Introduce services ：1. We offer IDD and DDD service, sir.2. There is no charge for in-house call.3. A person-to-person or a station call, sir?4. The country codes are listed in the Service Directory in your room.5. The cheapest is a station-to-station call, then a person-to-person c

all.Asking for a guest’s details ： 1. Who shall I say is calling? 2. Can I have your name, please, sir? 3. Could you tell me the guest’s room number, please?


Taking telephone messages ： 1. I’m afraid Mr. Chen is in a meeting at the moment. 2. I’m afraid there’s no response. 3. I’m afraid there’s nobody answering the call. Would you

like to leave a message? 4. I’ll pass your message to Mr. Smith, sir.

Knowledge Tips

Step 1 Begin speaking immediately after the beep. No one wants to listen to dead air, so jump into stating your message right away. Step 2 Start by giving your name. It is not wise to assume that the person will automatically know that it is you. Answering machines can distort voices and make it hard for the person to ascertain the caller. Step 3 Leave a brief description of the reason that you are calling. They do not need to hear a litany of details, keep it brief and to the point. A simple, "I was calling to confirm dinner on Saturday" will suffice. Step 4 Speak your phone number clearly. If you need to leave a call back number, avoid rushing through the numbers. You may want to repeat the phone number again to make certain that they hear it correctly. Step 5 Choose a closing. It is rude to hang up without stating some type of closing. A couple of options that you can choose from are "I look forward to hearing from you" and "Please, call me as soon as you are available."

How to Leave a Message on an Answering Machine

Practical Training


( W= Waitress S= Mr. Scoot )

( O= Operator G= Guest )

O: Good evening. _____________._______________________________ Could you tell me how to do that? O: Certainly, sir. Please dial “9” first and then the area code and the number you want.

G: I see. __________________________? I’d like to call my business partner to continue our talk.

O: For the calls inside the city ,____________________?

G: _________________Thank you very much.O: You’re welcome. We’re always at your service.

Hotel Operator

.

the calls inside Hangzhou

please dial “9” first

Yes, absolutely

a long distance call to Shanghai.

Practical Training


Situation 1

A guest, Mr. Black, wants to visit his friend, Mr. Smith, staying in International Grand Hotel. He is calling Mr. Smith to let him know he is coming.

Situation 2

Mr. White who is staying in Shangri-la Grand Hotel wants to make a long distance call to his wife. However, he doesn’t know how to do. He is asking the telephone operator in the hotel for help.

Practical Training


Situation 1 : A guest, Mr. Black, wants to visit his friend, Mr. Smith, staying in International Grand Hotel. He is calling Mr. Smith to let him know he is coming.

Practical TrainingIII. Complete the following dialogue according to the Chinese in brackets and then read it in roles.

( O= Operator G= Guest )O: Good evening. This is the Hotel Operator. May I help you?G: I’d like to know whether your hotel has the morning call service.O: Yes . ( 每位住店客人都可以要求叫早务 ) 。Would you like a morning call?G: Yes . （我想明天早晨 6点把我叫醒。）

O: What kind of call would you like______________________ ( 电话叫醒还是敲门叫醒？）

G: By phone, please____________________ （我不想吵醒别人。）

O: Sure. ? （请问你的房号是多少？）G: Jennifer Black in Room 8509.O: Ok. Miss Black in Room 8509. tomorrow morning at 6 o’clock. We’ll give you a call at that time. Is there anything else I can do for you?G: That’s all. Thank you.O: You’re welcome. Have a good sleep.

Anyone who stays in our hotel can ask for the service.

I’d like to be woken up at 6 o’clock tomorrow morning

by phone or by knocking at the door

I don’t want to disturb my neighbors.

May I have your room number

Practical Training IV. Read the following materials and try to give the explanation

1. Police Hot Line ( 警方热线 ) 2. Interstate ( 匪警热线 ) 3. First Aid ( 急救热线 ) 4. Ambulance ( 救护热线 )

1 2 3 4

Practical Training

IV. Read the following materials and try to give the explanation

5. Public Security ( 公安热线 ) 6. Directory Assistance ( 查号台 ) 7. Weather Report ( 天气查询 ) 8. Information ( 信息查询 )

5 6 7 8

Practical Training


1. 早上好，这里是长城大酒店，能为您效劳吗？2. 请稍等，我马上帮您转接。3. 对不起，先生。让您久等了。4. 很抱歉，先生。房间没有人接听。您想留言吗？5. 请告诉我您的电话号码好吗？这样史密斯先生回来的时候，我让他

回电话给您。6. 对不起，没有客人的允许，我是不能告诉您他的房间号码。7. 恐怕您打错电话号码了。我们这里是国际大酒店。8. 对不起，电话占线，您可以过会儿再打来吗？

Practical Training


1. Good morning. This is Grand Wall Hotel. May I help you.2. Please wait for a moment. I’ll put you through.3. I’m sorry to have kept you waiting.4. Sorry, there is no answer. Would you like to leave a message ？5. May I have your telephone number, please? So when he is back I will ask Mr. Smith to ring you.6. I’m sorry. But I can’t tell you the room number without the permission from the guest.7. I’m afraid you’ve got the wrong number. This is International Grand hotel.8. Sorry. The line is busy. Would you like to call back later?

Chapter 6 ComplaintsComplaints

● Settling complaints about hotel facilities● Settling complaints about food

● Settling complaints about service

Basic Procedures

Deal with ComplaintsDeal with Complaints


处理投诉 (complaints) 是酒店服务员需要具备的基本能力｡处理投诉时 ,不但要站在顾客的立场上解决问题 , 还要学会巧妙地维护酒店的声誉和利益｡

与顾客面对面处理抱怨时 ,必须掌握机会适时结束 , 以免因拖延过长 ,既无法得到解决的方案 , 也浪费了双方的时间｡谨慎使用应对词汇 ,避免因语言导致顾客的再次不满｡


Why guests have complaints ?餐厅客人投诉的原因 :

1. 服务出现错误 (不及时､过快､结账错误､上错菜等 ) ｡

2. 对服务态度不满 (不主动､过于冷淡､傲慢､置疑顾客不轨､语言粗俗无礼等 ) ｡

3. 对食品和酒水质量､餐厅设备设施不满｡

ComplaintsComplaints

Content

Dialogues


Knowledge Tips

Practical Training

Settling Complaints about Air-conditionerDialogue 1

R: Good morning. Reception desk. Can I help you?

S: I certainly hope so. I’m very annoyed.

R: What seems to be the problem, sir?

S: The air-conditioner in my room isn’t working and there is a large pool of

water on the floor under it.

R: I see. Which room are you in, sir?

S: 1208. And what’s more, I’ve just tried to turn the television on and it doesn’t

seem to work. And as far as I can see, the video’s not working, either.

R: Mm. Have you put your electronic key card in the slot by the door, sir?

( R= Receptionist S= Mr. Smith )

Dialogue 1

S: What?

R: Well, sir, electrical appliances in the room don’t work unless you put the

card in the slot.

S: Oh, I see, well, why doesn’t it say on the card? And why didn’t anybody in

reception tell me this? And…why is there a pool of water under the air-

conditioner?

R: I’m terribly sorry, sir. I’ll send an engineer straight up to have a look at the

air-conditioner.

S: If you could, please. Thank you.

R: Thank you, sir.

( R= Receptionist S= Mr. Smith )

Settling Complaints about Air-conditioner

Dialogue 2

C: Did you ask to see me, Mr. Smith?

S: Yes, I did. I’m very upset at the way I have been treated.

C: Perhaps you could tell me what’s the matter exactly.

S: It’s my steak.

C: What is wrong with your steak, sir?

S: My steak is overdone. I asked for it medium. But when I complained to your

waitress she just ignored me.

C: I’m very sorry, sir. I’m sure the waitress didn’t mean to be rude. You see she

just started out as a waitress a week ago and she doesn’t understand

English very well. She should have changed your steak. It must be a

Settling Complaints about Bad Quality of Food

( C= Captain S= Mr. Smith )

Dialogue 2

misunderstanding, sir. I’ll have the steak returned to the kitchen right away.

(…after a while…)

C: How is your steak this time?

S: Very good! It is done just right this time. Well, there is something else. This

wine here, I think it is corked.

C: Are you sure, sir? This wine has been very popular with our guests.

S: Well, here you are. Try it for yourself.

C: No, sir. It doesn’t taste wrong at all. Perhaps it is a little too sour for your

taste. I would recommend that you try the Burgundy next time.

S: Right. Perhaps I will.

C: Well, I hope you enjoy your dinner.

Settling Complaints about Bad Quality of Food

( C= Captain S= Mr. Smith )

Dialogue 3

R: Good afternoon. What can I do for you, Mrs. Smith?

S: Quite a lot. It is hard to believe that my room has not been cleaned so far.

R: I’m sorry. It must have been an oversight by housekeeping.

S: An oversight? What can be more annoying when you asked for dry-cleaning

and have been told they are unavailable﹖

R: Thank you for pointing out this problem. I will investigate immediately.

S: Besides, no one would like to stare at the same two oranges left in the fruit

bowl for one week. When I asked for a little more variety, I was told most of

the fruits were out of season. It is unbelievable.

R: I’m awfully sorry and I will report to the manager to solve the problem as

soon as possible.

Settling Complaints about Slowness in Service

( R= Receptionist S= Mrs. Smith )

Dialogue 3

S: Shall I have to go on putting up with such a room maid? She is rude, never

saying “Good morning” and always slamming the door hard when she finishes

turn-down service.

R: I do apologize that you have been troubled, madam. Your room has not

been cleaned today, you have had the same fruit, and the room attendant is

always rude. Is that correct, Mrs. Smith?

S: Yes, I don’t want to suffer any more.

R: I assure you that the problems won’t happen again. We will try to take care

of your requests very soon. Sorry again. If there is anything more you need,

please let us know.

Settling Complaints about Slowness in Service

( R= Receptionist S= Mrs. Smith )


1. facility [fə'siliti] n. 设施；设备2. suppose [sə'pəuz] v. 设想；认为3. slot [slɔt] n. （宾馆里插入房卡的）窄缝，扁口4. appliance [ə'plaiəns] n. 器械 , 装置，（家用）电器5. overdone [əuvə'dʌn] a. 煮得过度 ,过火6. ignore [ig'nɔ:] v.忽视；不予理睬7. corked [kɔ:kt] a. ( 酒 ) 因没塞好塞子而走味的8. solve [sɔlv] v. 解决9. apologize [ə'pɔlədʒaiz] v. 道歉10. Burgundy ['bugəndi] n. 勃艮第葡萄酒


11. recommend [rekə'mend] v. 建议；推荐12. oversight ['əuvəsait] n. 疏忽；忽略13. slam [slæm] v. 砰地关上；猛劲一摔14. investigate [in'vestigeit] v. 调查15. variety [və'raiəti] n. 种类16. unbelievable [ʌnbi'li:vəbl] a. 难以置信的17. dry-cleaning 干洗；干洗服务18. air-conditioner 空调19. put up with 忍耐；忍受20. report to 向……汇报

Sentences for Imitation: I Express Apology:

1. Sorry to have kept you waiting.

2. It shouldn’t have happened.

3. I am terribly sorry to hear that.

4. We do apologize for the inconvenience.

Sentences for Imitation: II Express Attention:

1. I assure you it won’t happen again.

2. I guarantee that from now on you don’t need to worry about it.

3. I understand how you feel and we will try to do our best to help you.


1. Thank you for bringing it to our attention.

2. Thank you for pointing out this problem.

3. Thank you for your cooperation and understanding.

III Express Thanks:

Knowledge Tips

1. 处理投诉的三条基本原则

1) 真心诚意地帮助客人解决问题｡2) 绝不与客人争辩｡3) 不损害企业的利益｡

2. 处理投诉的基本程序

Listen倾听

Make Record记录

Communication沟通

Apologize致歉 Succes

s

Tips3. 处理投诉的基本方法1) 倾听｡在聆听时要保持目光接触或用点头等身体语言来表明自己在认真倾听｡

2) 记录｡问清外宾的姓名 (Name) 和房号 (Room No.) 等基本信息｡如果可能 , 请做

好笔记 , 同时向客人重复要点 , 确保信息的正确性｡3) 沟通｡迅速判断客人投诉的原因､内容以及自己采取的解决方案 ,如赠送水果､

餐券等｡在说话时 ,不要笼统地用 sir/Madam 来称呼 ,而应使用 Mr./Mrs. ××,

这会让他们感到自己受到关注｡4) 致歉｡如果是餐厅方面的错误 , 应郑重道歉 ;即使不是 , 也应礼貌地说“ I am

sorry

to hear that.”

5) 如果超出自己的权限 , 应立即请主管出面解决｡ Sorry, can you wait a momen

t

please, and I will get the manager. (抱歉 ,能否稍等 , 我请经理来为您解决｡ )

6) 致谢｡ Thank you for bringing the matter to our attention. (感谢您提醒我们注意｡ )I assure you that it won’t happen again. ( 您尽可以放心 ,不会再发生这种事情了｡ )

Practical Training

I.Listen to the following dialogue and fill in the blank with proper words:


After the meeting, Mr. Scoot is having the dinner together with his partners.

S: Waitress, come here.

W: Is everything to your _____________?

S: No. The steak was______________, but it is not very fresh.

W: Oh, sorry to hear that. I will change it for another one.

S: So what? It is not fresh and I am not happy about it.

W: I’m sorry, sir. Do you wish to try something else? The ______________ food

would be on the house, of course.

S: No, I don’t want to try something else, and find it is not _______again!

W: How about a delicious _________then, with our_____________?

satisfaction

recommended

complimentary

fresh

compliments dessert

Practical Training I. Listen to the following dialogue and fill in the blank with proper words:


S: I’m not so keen on desserts as a habit. They are fattening.

W: I see, sir. Here is the bill. I _________ the steak on the bill. Your room

number, sir?

S: Room _______.

W: Please sign the bill. I’m sure everything will be right again the next time you

come.

S: Don’t be so sure of it yet. I am very _________and demanding.

W: I have every ____________ in our chef. Just give us another chance, you’ll

find this restaurant really lives up to its name.

S: All right. I’ll come again.

W: Thank you very much, sir.

crossed

1322

critical

confidence

Practical Training


Situation 1: The lamp in Mr. Nobel’s room was broken. And no one solved the

problems for him. He is very angry. Receptionist called Mr. Nobel to

check the Maintenance service.

Situation 2: Mr. Simon goes to the restaurant together with his business

partners. He has already made the reservation of a window table.

But when they come, the receptionist cannot find the name. So the

receptionist has to try to find another table for them.

Practical Training II. Make dialogue according to the situations (examples)

Situation 1: The lamp in Mr. Nobel’s room was broken. And no one solved the problems for him. He is very angry. Receptionist called Mr. Nobel to check the Maintenance service.

( R=Receptionist N= Mr. Nobel )

N: Hello.

R: Good morning. Is that Mr. Nobel, Room 2049?

N: Yes. Who is speaking, please?

R: This is Reception, Mr. Nobel. You called us to report that there was

something wrong with the lamps.

N: Yes. I have never found a room with such poor facilities.

Practical Training


R: I am awfully sorry about that. I am just calling to check whether the

problems have been solved, Mr. Nobel.

N: No, no one has come since I called you.

R: I do apologize for that. I will check with the Maintenance Department. I

assure you that they will come at once.

N: Would you? Oh, here they come. Thank you.

R: It is my pleasure. Thank you, Mr. Nobel.

Practical Training


Situation2 : Mr. Simon goes to the restaurant together with his business partners.

He has already made the reservation of a window table. But when they come, the

receptionist cannot find the name. So the receptionist has to try to find another

table for them..

( R= Receptionist S= Mr. Simon )

R: Good evening, sir. For how many people?

S: Six people.

R: Have you made a reservation?

S: Yes, we have booked a table for six.

R: May I have the name, please?

S: The name is Smith.

R: Yes, sir. Wait a minute, please... I am afraid there is no table reservation

marked in that name, sir.

Practical Training


S: But I called this morning and I was promised a window table.

R: I see. There must be some mistakes, sir. I am terribly sorry about that.

S: Then what should we do?

R: Ah, we could give you a pleasant table in the Rose Room, though it is not

a window table.

S: Well, I suppose we will have to manage with that, but I must tell you I am

disappointed with your service.

R: Please accept my apology on behalf of the hotel. I assure you we will

make every effort to make your evening here a pleasant one.

Practical Training

III.Indicate whether each of the following statements is true or false.

1. The complaints and criticisms of the guests are always right.

2. The hotel staff should not care about the guests who are rude.

3. No matter what the requests are from the guests, the hotel staff must fulfill all

of them immediately.

4. When guests point out problems of the service in the hotel, staff should listen

to them carefully and help them to solve the problems as soon as possible.

5. The staff should report the problems to the superior no matter what it is.

6. Sometimes a hotel staff can argue with the guest who are rude and speak for

the hotel.

F

F

F

T

F

F

Practical Training IV. Complete the following dialogue according to the Chinese in brackets and then read it in roles.

( C = Front Office Clerk B= Mrs. Brown )

Mrs. Brown is calling the operator. She wants to have a talk with her colleague.

C: Good evening, Front office. Can I help you?

G: This is Mrs. Stevenson. Room 1387. I’ve just checked in and I’m not happy

with my room.

C: ____________________________ ( 我可以问一下发生什么事情了吗 ?)

G: The room is smelly and there is someone’s hair on my bad! I didn’t expect

such things would happen in your hotel.

G: The room is smelly and there is someone’s hair on my bad! I didn’t expect

such things would happen in your hotel.

May I know what’s wrong?


C: I’m sorry to hear that, Mr. Brown. _____________________________________

( 我会派一名服务员立刻到您的房间。 )

She will bring air fresher and make up the bed again for you.

__________________________________ ( 我们为给您带来的不便深表抱歉。 )

G: That’s fine. Thank you.

C: You’re welcome, Mrs. Brown. My name’s Bob, and

______________________________________________________________

(如果有任何事情我可以帮忙的，请打电话给我。 )

I’ll send a housemaid to your room at once.

We do apologize for the inconvenience.

( C = Front Office Clerk B= Mrs. Brown )

if there is anything else we can do for you, please don’t hesitate to call me.

Practical TrainingV. Put the following sentences into English orally.

1. 我们为给您带来的不便，深表歉意。2. 我向您保证 , 这样的事情不会再发生｡

3. 如果您觉得这菜不合您的意 , 我会为您更换｡

4. 我马上为您换一份｡

5. 我会向我们经理报告这件事 , 请您不必担心。

6. 有什么事情或者要求 , 请即与我们联系 ,不必客气｡

Practical Training


1. Please feel free to contact us if you have any requests.

2. I will change for you immediately.

3. We do apologize for the inconvenience.

4. I assure you it won’t happen again.

5. If this dish really bothers you, I will replace it for you.

6. I will speak to our manager about it, please don’t worry about it.

● Sending and receiving fax● Make a photocopying ● Typing

Basic Procedures

Chapter 7 The Business CenterThe Business Center


商务中心设在前厅客人前往方便的地方。能够提供电传，传真，复印、打字、秘书等五种以上服务，配有现代化通讯配套设备，以方便客人。

商务中心的工作人员一般能用外语和普通话提供服务，礼节礼貌和服务语言准确，规范。熟悉商务中心工作内容和程序。熟练掌握各种操作设备性能、作用和操作技术，能进行简单保养和排除简单故障。服务迅速，给客人以方便感。


商务中心的职能 :

1 收发传真

2 打字纠稿

3 委托代办

4 火车订票　　

5 飞机订票

6 旅游定点

7 特色经营

8 话费充值

9 租车包办

Content

Dialogues


Knowledge Tips

Practical Training

Dialogue 1

B: Good morning, sir. May I help you?

S: Would you please give me two envelops and some stamps?

B: Certainly. Which envelop do you want, average, medium-sized or extra?

S: Average, please.

B: How would you like them mailed?

S: This one shall be mailed to New York by air; and this one shall be mailed

to reach Shenyang by plane mail. How long will it take for the mail to reach

Shenyang?

B: It usually takes three or four days. Do you want it to get there earlier?

Express

( B = Business Clerk S= Mr. Smith ）

Dialogue 1

S: Yes, it is urgent.

B: No worry, sir. We can mail it by express.

S: How much is it for express service?

B: The bill is 26 yuan RMB, plus surcharge on the basis of the value of the

mail you declare.

S: How long does it take?

B: An express is guaranteed to reach the addressee within 24 hours.

S: That’s a great relief. I’ll take it. How much do I have to pay altogether?

B: That’ll be 42 yuan RMB. I’ll put it on your account.

S: Thank you.

B: You are always welcome, sir.

(B = Business Clerk S= Mr. Smith )

Express

Dialogue 2

B: Good afternoon, sir. Can I help you?

S: Yes, I’ll have a very important meeting tomorrow morning, so I want to have

some manuscripts typed.

B: Ok, sir. How many pages?

S: About 56 pages.

B: When do you need them?

S: In a few hours. It’s urgent, you know.

B: Could I have a look at one or two of them?

S: Sure, here you are.

B: I’m afraid your handwriting is a little bit illegible to me. It takes time to make

out. So this is likely to be a tough job.

Typing, photocopying

( B = Business Clerk S= Mr. Smith )

Dialogue 2

S: I was so pressed for time.

B: We will do it in turn. It will be finished in three or four hours.

S: That’s fine. How much do you charge for this special service?

B: We charge 50% extra, sir.

S: OK. And I also need to have these printed photocopied.

B: No problem. How many copies do you want, sir?

S: Four copies, please.

B: Would you like me to staple them, sir?

S: Yes, please. How much should I pay altogether?

B: That’ll be 320 RMB, sir.

S: Here you are.

Typing, photocopying

( B = Business Clerk S= Mr. Smith )

Dialogue 3

B: Thank you, sir. Here is the receipt. Please keep it.


S: Good morning. My name is Smith. Bill Smith. I am expecting a fax from a

client in Suzhou.

B: Just a moment, Mr. Smith. Let me have a check. May I know your client’s

name?

S: Yes. The name is Suzhou Grand Company.

B: Oh, I’m sorry. I’m afraid we haven’t got it up to now.

S: But I was told they would fax it to me this morning.

B: Don’t worry, Mr. Smith. Please leave your room number and we will send it

up to your room as soon as we get it.

Receiving and sending Fax

( B = Business Clerk S= Mrs. Smith )

Dialogue 3

S: Ok. My room number is 1208.

B: Is there anything else, Mr. Smith?

S: Please send this fax to Canada. By the way, what’s the rate for a fax to

Canada?

B: To Canada, it’s 20 RMB per minute, plus service charge. The service charge

is 20%.

S: That’s fine. Here is the fax number. It’s 516234-0880. Can you do it for me

as soon as possible?

B: Certainly, sir. Would you mind signing your name on the bill here? It will be

on your account.

S: Certainly not. Here you are.

Receiving and sending Fax

( B = Business Clerk S= Mrs. Smith )

New Words and Expressions

1. express [iks'pres] n. 快递；快邮服务2. envelop [in'veləp] n. 信封3. guarantee [gærən'ti:] v. 确保，保证4. manuscript ['mænjuskript] n. 手写稿5. type [taip] n. 快递；快邮服务6. photocopy ['fəutəkɔpi] v. 复印7. print [print] v. 打印 8. staple ['steipl] v. 装订9. receipt [ri'si:t] n. 发票；票据10. fax [fæks] n. 传真11. handwriting ['hændraitiŋ] n. 笔记；字迹12. plane mail 平邮13. service charge 服务费

Sentences for Imitation: I Typing:

1. What font and size would you like?

2. Shall I make the space larger?

3. Shall I save it on your disk?

4. Could you check it?

Sentences for Imitation: II Photocopying:

1. How many copies would you like?

2. Would you like me to make it a little darker/lighter?

3. The paper is jammed.

4. Shall I copy these on both sides to the paper?

5. Here is your original.

6. We don’t have paper that large. Shall we copy it to two pieces, and

then tape them together?


1. Please write down the country code, the area code and their

number.

2. Shall I make a copy of this, and then send the copy?

3. May I have the address of the party?

4. We can send a fax for you.

III Fax:


1. A letter by air to Japan costs 6 Yuan RMB under the weight of

20g.

2. I’m sorry, we have no parcel service. You may go to the post

office.

3. Here is a registered letter for you. Please sign on the slip.

4. If there is any mail addressed to you, we’ll inform as soon as

possible.

III Mail service:

Tips1. 征求客人意见

Would you like to... 是商务中心的工作人员征求顾客意见时经常用到的一个句型 ,

还可以说 :Would you like me to try it a little darker/lighter? 要不要我再试试调深 /浅一点 ?Would you like me to reduce/enlarge it a little? 要不要我再缩小 /放大一点 ?

2. 邮资的说法

international postage 国际邮资 domestic postage 国内邮资 postage stamp 邮票 postal service 邮政服务 postal charge 邮费 postal money order 邮政汇票

Practical Training I. Listen to the following advertisement and fill in the blanks :

satisfaction

recommended

24-hour Business Center Services at Four Seasons

Meet the Needs of Busy Business Guests

24-hour _____________services at Four Seasons meet the needs of busy business guests.

One of the many ways that Four Seasons sets itself apart is through the ___________business center services and__________ that it offers the business traveler. Whether you _______business hotels in Tokyo and__________, or in virtually any other corner of the globe, you will find that 24-hour business services are a standard ______________offering.

The business center at many Four Seasons hotels and resorts ensures that _________and ___________services and business support – from computers, printers and scanners to high-speed Internet access, photocopying and faxing ____________– are readily available.

business center

exceptional amenities require New York

company-wide

translation secretarial

facilities

Practical Training


Situation 1: Mr. Nobel goes to the Business Center. He needs four copies of

two documents, reducing it by one-fourth. Total charge is RMB

48. The clerk staples these copies for him and present him the

receipt.

Situation 2: Mr. Miller goes to the Business Center to get online and check

his mail. The clerk tell him how to use internet

Practical Training


Situation 1: Mr. Nobel goes to the Business Center. He needs four copies of two documents, reducing it by one-fourth. Total charge is RMB 48. The clerk staples these copies for him and present him the receipt.

( B=Business Clerk N=Mr. Nobel )

B: Good morning, sir. What can I do for you?

N: Good morning. Would you copy these two documents for me?

B: Certainly. How many copies do you like, please?

N: Four copies each. What’s the rate, please?

B: RMB 1 per page.

N: OK. Could you reduce it a little?

B: How small would you like me to try?

N: Let’s try reducing it by one-fourth.

Practical Training

II.Make dialogue according to the situations (examples)

B: OK. We can try one page first. How about this one?N: Hmm... Could you try it a bit darker, please?

B: No problem. How’s this?

N: Fine. This comes out quite well. Just according to this sample, please.

Besides, I’d like to copy on both sides of the paper.

B: In that case, they are counted by two pages.

N: Yes, I see.

(After finishing copying)

B: Would you like me to staple these copies for you, sir?

N: Yes, thanks. How much is the charge, please?

B: You see, they are forty-eight pages, so the charge is RMB 48 sir.

N: Here you are.

B: Thank you. Here is the change, sir.

Practical Training


Situation 2: Mr. Miller goes to the Business Center to get online and check his email. The clerk tell him how to use internet.

( B = Business Clerk M = Mr. Miller )

B: Good afternoon, sir, Can I help you?

M: Good afternoon. May I use the Internet.

B: Certainly, sir. Let me dial-up. Please sit down and you can use it already.

M: Thank you. Can I typed of my E-mail.

B: Sure.

M: I’d like to copy this two pieces of paper.

B: OK. How many copies do you need?

M: One each.

Practical Training II. Make dialogue according to the situations (examples)

B: All right. Just a moment, please, sir. Here you are.

M: Thank you. How much does it cost?

B: The internet charge in 30 minutes is 10 yuan, the type each piece of paper

is 10 yuan, and the copy each piece of paper for A4 size is 1 yuan, so the

total is 21 yuan in all. How will you be paying the bill, sir?

M: I’d like to pay in my room bill now.

B: Certainly. Could you sign here, sir?

M: OK. Thank you very much. Good bye.

B: My pleasure. Bye.

Practical Training

III. Try to fill in the box under the pictures:

Express 2 printing

receipt envelop

fax typing

brochurelaptop


( B = Business Clerk S= Mr. Stick )

Mr. Stick is coming to the Business Center. He wants to know some information of

sending a mail.

B: _________________________________ (早上好 ,先生 ! 我能为你效劳吗 ?)

S: Good morning. I’d like to send a letter to America.

B: Yes. _________________________________________________________

( 您想寄航空邮件还是普通邮件 ?)

S: How long does it take by airmail?

B: ______________________ ( 大约一个星期｡ )

S: I see. And these designs must reach my company in America as soon as possib

le.

Good morning, sir. May I help you?

How would you like to send it, by airmail or by surface mail?

About a week.

Practical TrainingIV. Complete the following dialogue according to the Chinese in brackets and then read it in roles.

B: _______________________________________________________

(如果那样的话 , 您可以寄特快专递｡ )

S: That’s great. I will send it by EMS then.

B: _______________________________________________________

( 那好 , 请先填一下这张表 ,然后把它和信一起交给我｡ )

S: All right. ___________________________________ (顺便问一下 ,邮资是多少 ?)

B: RMB Thirty-two, please.

S: Here you are.

In that case, you can send it by EMS ( Express Mail Service ).

OK. Please fill in this form and return it to me with your letter.

By the way, what’s the postage, please?

( B = Business Clerk S= Mr. Stick )

Practical Training


1. 您要用什么规格的纸复印？2. 您可以在商务中心发电子邮件，也可以上国际互联网。3. 先生，您的传真到了，请到商务中心来取。4. 您想寄航空邮件还是普通邮件 ?

5. 请先填一下这张表 ,然后把它和信一起交给我｡6. 我是不是把它放大到适合 A4 的纸张呢？

Practical Training


1. What size of paper would you like for copying?

2. You may send your e-mail or get connected to the internet in Business

Center.

3. Sir, we have received your fax. Please come to the Business Center for it.

4. How would you like to send it, by airmail or by surface mail?

5. Please fill in this form and return it to me with your letter.

6. Shall I enlarge this to fit A4 paper?

● Foreign Currency Exchange

● Checking out

● Handling mistakes

Basic Procedures

Chapter 8 The Casher The Casher


兑换 (exchange) 旅行支票时 ,顾客首先要出示身份证 (means of identification),如护照､驾驶执照等｡然后顾客要在他所要兑换的支票上签名 (signature), 以供银行出纳员核实｡顾客在本国银行购买银行支票时得在支票上签名 ,

兑换时还要签 , 以证明笔迹｡兑换时出纳员还可以问“ How would you

like it?”( 您要换成零钱还是整钱 ?)

顾客可以回答“ In big/small notes, please”

( 请换成整钱 /零钱｡ )


Some Words about Credit Card 信用卡的种类 :

affinity card 认同卡platinum card白金卡student card 学生卡preferred card / gold card 金卡value card 储值卡classic card 普卡

Content

Dialogues


Knowledge Tips

Practical Training

Dialogue 1

C: Good afternoon, sir. Can I help you?

S: I’d like to change some US dollars and I’d like to know today’s exchange rate.

C: According to today’s exchange rate, every US dollar in cash is equivalent to

6.8 Yuan, RMB. How much would you like to change, sir?

S: Well, I’ll change one hundred and here’s the money.

C: Please fill in this exchange memo, your passport number and the total sum,

and please sign your name here.

S: All right.

C: thank you. You’ll have it right away.

Foreign Currency Exchange

( C= Cashier S= Mr. Smith )

Dialogue 1

S: OK. Will you please give me some one-yuan notes? I need some small

change.

C: All right.

(…changing the money…)

C: Mr. Smith, here it is. Please have a check and keep the exchange memo.

You can go to the Bank of China or the airport exchange office to change

the left money back into dollars by showing the memo.

S: Oh, yes, you are so kind. Thanks a lot.

C: You are welcome.

Foreign Currency Exchange

( C= Cashier S= Mr. Smith )

Dialogue 2

C: Good morning, madam. Can I help you?

S: Yes, please. I’d like to settle my bill.

C: Certainly, madam. Which room, please?

S: 1101. Mrs. Simon.

C: Please wait for a minute, madam. I’ll just get your bill.

S: Thank you.

C: Here you are, madam. Could you just sign here, please? How will you be

paying, madam?

Checking in Cash

( C= Cashier S= Mrs. Simon )

Dialogue 2

S: By cash…Mm…One, two, three… 420 Yuan RMB. Here you are.

C: Thank you. Here is your receipt and your change, madam. Your change is

80 Yuan RMB.

S: Thank you very much.

C: You are welcome, madam. Have a nice day. Goodbye.

Checking in Cash

( C= Cashier S= Mrs. Simon )

Dialogue 3

C: Good afternoon, sir. May I help you?

F: Yes, I want to check out.

C: Your name and room number, please?

F: My name is Stephen Faulkner. Room 1226. I called reception about an hour

ago and asked them to prepare it. I have to leave within very limited time.

C: Just a moment, please. Mr. Faulkner, do you have any charges for this

morning?

F: I had breakfast this morning, but I paid cash for it.

C: And have you used any hotel services since breakfast?

F: Yes, I used the mini-bar. I drank a bottle of juice.

Checking with Traveler’s Check

( C= Cashier F= Mr. Faulkner )

Dialogue 3

C: All right... Here is the bill, sir. Please check it.

F: OK. Let me see… Yeah, that’s right. Can I pay with traveler’s checks?

C: Certainly, sir.

F: All right, here you are.

C: Mr. Faulkner, could you please sign your name here?

F: All right.

C: Thank you and here is your receipt. Is your luggage packed in your room

and is it ready?

F: Yes.

C: I will call the Bell Captain to send it down for you.

F: Thank you very much.

C: You are welcome. Hope you had a nice stay.

Checking with Traveler’s Check( C= Cashier F= Mr. Faulkner )

Dialogue 4

S: Morning. I’d like to check out, please.

C: Good morning, sir. May I know your name and room number, please?

S: I’m Mr. Singh. Room 2016.

C: Yes. Have you used the mini-bar or other services this morning?

S: I didn’t use the mini-bar, and I paid cash for my breakfast.

C: OK. Mr. Singh. One moment, I’ll check it for you. Your bill totals 680

Yuan RMB. Here you are. Have a check, please.

S: Correct. But I don’t have enough cash for it. May I pay by my credit

card?

Checking by Credit Card

( C= Cashier S= Mr. Singh )

Dialogue 4

C: Yes, we do accept some major credit cards. What card do you have?

S: Visa Card.

C: Fine. Let me take an imprint of it.

S: Here it is.

C: Thank you. Just a moment... Please sign your name on the print, Mr.

Singh.

S: OK... Here you are.

C: Thank you. Please take your credit card and keep the receipt. I hope you

had a nice stay here.

S: Thank you very much. Goodbye.

Checking by Credit Card

( C= Cashier S= Mr. Singh )

Dialogue 5

C: Good morning, sir. May I help you?

S: Just now, I checked out here. But back in my room, I found that there might

be something wrong with the bill.

C: Oh, yes?

S: I checked in on the 15th and will leave this morning. That’s exactly four

days, I think. But I paid for four days and a half.

C: Well, let me see. The 15th, the 16th, the 17th, the 18th,… Ah yes, you

checked out in the morning, so you only stayed here for four days, no more.

Sorry, sir. I do apologize for my mis-checking.

Mis-calculation

( C= Cashier S= Mr. Sam )

Dialogue 5

S: That’s all right.

C: Now let me give you another invoice and please check it. Here is the money

you overpaid.

S: Thank you.

C: I’m awfully sorry to have caused you so much trouble. I’ll try to be more

careful another time.

Mis-calculation

( C= Cashier S= Mr. Sam )


cashier [kæ'ʃiə] n. 出纳员pay [pei] v. 付账；付钱bill [bil] n. 账单juice [dʒu:s] n. 果汁equivalent [i'kwivələnt] a. 相等的sign [sain] v. 签（名）；签字cash [kæʃ] n. 现金captain ['kæptin] n. 领班total ['təutl] v. 合计；总计


invoice ['invɔis] n. 发票； (服务）费用清单overpaid ['əuvə'peid] a. 多付的folio ['fəuliəu] n. 对开的纸 , 一页 ,页码或张数mini-bar 房内小冰箱exchange rate 兑换率exchange memo 兑换水单traveler’s check 旅行支票credit card 信用卡check out 结账

Sentences for Imitation: I Handling Payment

1. Just a moment, please. The cashier will have your bill ready in a moment.

2. How would you like to settle the bill?

3. Here is your change and receipt.

4. The room rate is marked at the top.

5. That’s a total of HK$ 1540, please.

6. I’ll call the bellman to take your baggage down.

Sentences for Imitation: II Changing money

1. How much would you like to change, sir?

2. The exchange rate of US dollar to RMB is 100: 680, would you

like to change now?

3. I’m afraid that we only offer one-way change.

4. Please keep the receipt, you’ll have to produce it when you want

to change your money back.

5. Would you like it small or large bills?

6. If we charge large amounts, our cash supply runs out and we’re

unable to oblige our other guests.


1. I really must apologize for the inconvenience.

2. Please accept my apologies for our mistake.

3. I’m terribly sorry for overcharging you.

4. I should apologize for wasting your time.

5. There has been an error.

6. I’ll check it with the department concerned. Would you mind

waiting for s minute?

III Apologize for a mistake

Knowledge Tips1. 常见的信用卡 Credit Card

American Express Card 美国运通卡 International Dinner’s Club Card 大莱俱乐部卡Master Card Card 万事达卡 International Great Wall Card 长城卡Visa Card 维萨卡

2. 外汇牌价 Foreign Exchange Rate

货币类汇率牌价由官方确定 , 每天一次｡现钞汇率与支票兑换不同 ,后者略高｡中国涉外宾馆､饭店迄今为止不收私人支票｡

Knowledge Tips

3. 信用卡授权 Authorization

一般来说 ,持卡人于酒店刷卡后 , 酒店会透过刷卡机将持卡人信用卡数据送到其收单银行 , 以确认此笔交易是否可接受 ,收单行会再透过授权系统向持卡人之发卡银行询问 , 发卡银行将于检查卡号和信用额度没问题后 , 回一个代表同意的“授权码”给收单银行 ,记录在签账单上｡事后 , 酒店即可凭有签名､卡号及发卡行授权之签账单向收单行请款｡

Practical Training


( C= Cashier S = Stephen Williams )

Stephen Williams comes to check out at the hotel reception desk.

C: Good morning, Can I help you?

S: I’m leaving today. May I _______my bill now?

C: Yes, of course. May I have your name and room number, please?

S: Stephen Williams.____________.

C: OK. Here is your bill, Mr. Williams.

S: This__________ looks too big. Perhaps there is a mistake. Could you explain it

to me?

settle

Room 508

figure

Practical Training


( C= Cashier S = Stephen Williams )

C: Sure. This is your_____________, wine charge and laundry charge. And this is

your room____________.

S: What about this figure here?

C: Well, it is the international calls charge fee.

S: Oh, I see.

C: How do you wish to settle your__________, sir, in cash or by credit card?

S: By traveler’s check.

C: OK. But don’t forget to _______ your name here. Thank you. Here is your copy

of the voucher and this is your __________ and your card. We hope you will visit

our hotel again some day.

room rent

service fee

sign

account

receipt

Practical Training


Situation 1: Jean wants to check out and change some US dollars into

Chinese RMB. He want to know the current exchange rate and

needs some small change.

Situation 2: Sue comes to the cashier’s desk and wants to pay her bill. She

has already paid the advance deposit. So she will check out in

cash.

Practical Training


Situation 1: Jean wants to check out and change some US dollars into

Chinese RMB. He want to know the current exchange rate and needs some

small change.

( C= Cashier J = Jean )

C: Good morning. Can I help you?

J: Yes. I want to check out and change some US dollars into Chinese RMB.

C: How much is that?

J: 200 US dollars. Here you are.

C: We change foreign currencies according to today’s exchange rate... 100

US dollars, an equivalent of RMB 700.

Practical Training


J: OK, I’ll take it.

C: Please fill in the exchange memo, your passport number and the total

sum and sign your name.

J: Here you are. Is that all right?

C: Yes, thanks. What denomination do you need?

J: Give me 40 five-Yuan notes, 100 one-Yuan coins, and others are 100-

Yuan notes.

C: Certainly. Here is RMB 1400. Check it, please, and keep the memo.

J: That’s all right. Thank you for your help.

C: Always at your service.

Practical Training


Situation 2: Sue comes to the cashier’s desk and wants to pay her bill. She

has already paid the advance deposit. So she will check out in cash.

( C= Cashier S = Sue )

C: Good morning. May I help you?

S: I’d like to pay my bill now.

C: Can I get your name and room number, please?

S: Sue. Room 2204.

C: Yes, Mrs. Sue. You checked in three days ago on the afternoon of April 8,

didn’t you?

S: Yes.

C: And when you are leaving?

S: Right after lunch.

C: So you’ll check out before 12:00?

Practical Training


S: Yes, exactly.

C: Just a moment, please. I’ll print the bill for you... Sorry to have kept you

waiting. Here you are. This is your bill, RMB1 550, including 10 percent

service charge. Please check it.

S: OK. Oh, that’s all right.

C: You have paid an advance deposit of RMB2 000, haven’t you?

S: Yes, here is the receipt.

C: Thank you. This is your invoice and your change, RMB450. Count it,

please.

S: That’s quite all right. Goodbye.

C: We hope you’ll enjoy your trip, Mr. Nobel. Goodbye.

III. Read the Foreign Exchange Voucher and try to explain the details into Chinese.

The Regal Stanford HotelThe Regal Stanford Hotel

Fifth Avenue, New York

Purchased from:_________________________________

Room:_____________ Passport No:________________

Currency Amount Exchange Rate US $ Equivalent

Guest Signature: _________________________________

Authority Signature & Stamp: _______________________

客人姓名

客人房间号码

公司印戳

客人护照号码

兑换金额汇率兑进金额

客人签名

Practical Training

Practical TrainingI V. Complete the following dialogue according to the Chinese in brackets and then read it in roles.

( C= Cashier B=Blue )

Mrs. Blue is checking out now.

C: ________________________________________

(先生您早，有什么能为您效劳的吗 ?)

B: Yes, I’d like to check out.

C: _________________________________________

(好的，请把房间钥匙给我好吗 ?)

B: Sure. Here it is.

C: Just a moment, please. I’ll draw up your bill for you.

(After a while)

Good morning, sir. May I help you?

Certainly, sir. May I have your room key, please?

Practical TrainingIV. Complete the following dialogue according to the Chinese in brackets and then read it in roles.

( C= Cashier B=Blue )

C: ______________________________________________________________

(布鲁先生，您的账单总共是 470美元。您打算如何付款 ?)

B: By credit card. Do you accept Visa?

C: Yes. __________________________________________________

( 请您在这里签名，好吗 ?)

B: Sure.

C: Thank you, Mr. Blue. Here is your card and your receipt. Have a nice trip.

Mr. Blue, your bill totals US $ 470. how would you like to make the payment?

Could you sign here, please?


1. 我想把这些美元兑换成人民币。2. 对不起，我们不能够接受个人支票。3. 请您填写这张表格好吗？4. 如果您在中午 12点以后退房，就得付半天的房费。5. 我们将把账单改正过来，从总额中减去 180 元。6. 请问您以何种方式付账？现金、支票，还是信用卡？7. 我们期待能再次为您服务。 .

Practical Training


1. I’d like to change these US dollars into RMB.

2. I’m sorry, but we are not allowed to accept personal checks.

4. If you check out after 12:00 at noon, you will have to pay half of t

he rate.

5. We’ll correct your bill by reducing 180 yuan from the total.

6. What’s your way of payment, please? In cash, with checks or by

credit cards?

7. We look forward to serving you again.

Chapter 9 At the ConferenceAt the Conference

● Introduction of Hotel Meeting Facilities

● Changing the Meeting Services

● Offering Special Services

Basic Procedures


酒店会议服务（ conference service ），一般是指酒店借着他的主营业务（客房）的服务资源及客户资源，以提供会议场地、会议设施设备及会议服务（包含餐饮及服务人力），所开办的服务业务。从会议组织者的角度来看，酒店的会议服务分为两类，一是酒店里的吃、住、娱（休闲、娱乐、健身等）等所有客人都享有的服务；二是酒店为会议组织者和会议团队所提供的专业服务。两者都很重要，但后者则更需要加强和提高。

Content

Dialogues


Knowledge Tips

Practical Training

Dialogue 1


S: Yes. I’m Henry Scoot, in room 1322. I’m here to ask you about holding a

meeting at your property.

B: Happy to be of any help to you. We have a fully-equipped convention center

that provides complete secretarial service, two multi-function halls with

excellent audiovisual equipment, and three meeting rooms. Here is our

support facilities list with prices.

S: Thank you. Let me see. Well, we will have an annual convention of the

International Trading Association. The attendees are top businessmen

across the world.

B: Can I see the name list of the attendees?

Introduction of Hotel Meeting Facilities

( B = Business Clerk S= Mr. Scoot )

Dialogue 1

S: Certainly. Here it is.

B: Oh, I see. There are 150 attendees. I think our medium-sized meeting room

can serve your purpose.

S: Great. Do you have sufficient number of breakout rooms? We have several

seminars after the plenary session.

B: At this time of peak season, we’ll use public space if necessary. Here are

convention brochures showing the details about meeting facilities.

S: Thank you. I shall consult with the president of the association. I’ll let you

know as soon as we have decided.

B: Thank you for coming. We look forward to seeing you again soon.

Introduction of Hotel Meeting Facilities

( B = Business Clerk S= Mr. Scoot )

Dialogue 2

C: Nice to meet you, Mr. Scoot. Take a seat, please.

S: My pleasure. Thanks.

C: We really appreciate the opportunity to serve your group. It also means lots

of negotiations between you and us.

S: You are right. I am coming here to talk with you about the changing of our

meeting services. Last time we made a decision that we want to rent the

medium-sized meeting room, and we’d like to have buffets service for the

catering. But now we have the news that there will be over 300 people come

and we want to change the serving style of banquets. We’d like to book a

larger room and the banquets will be served in French service. Is that all

right?

Changing the Meeting Services

( C= Convention Manager S= Mr. Scoot )

Dialogue 2

C: No problem, sir. I’d like you to meet our convention staff for details of

meeting and catering requirements as soon as possible. We will arrange for

you to inspect our property, say, four weeks right from now. Is it ok for you?

S: Fine. When will the pre-conference meeting be held?

C: Two weeks before the event. It is then we can establish room rates and food

and beverage rates. Anyway, I’ll send you the timeline to your room soon.

S: I’m expecting it. Thank you very much.?

Changing the Meeting Services


Dialogue 3

C: Mr. Scoot, we will show you the facilities here in the meeting hall.

S: OK. Go ahead, please.

C: This center can comfortably seat 400 guests. And this is the 600-square-

meter stage.

S: Is it movable? You know, there is to be an awarding ceremony. And we need

raised tiers for those prizewinners. Moreover, some of our keynoters may

use laptop computer, can this screen be connected with projector?

Offering Special Services


Dialogue 3

C: No worry, sir. The center stage can be raised or lowered in tiers. The

keynoters also can connect their laptop with the rear screen projector over

the lectern.

S: That’s good. By the way, we also want the audience to participate in the

discussion. Is that possible?

C: Please don’t worry, Mr. Scoot. A roving microphone will come in handy.

S: It sounds wonderful. I’m satisfied with these facilities

Offering Special Services



1.audiovisual ['ɔ:diəu'vizjuəl] a. 视听的2.attendee [ə'tendi:] n. 与会者；参与者3. sufficient [sə'fiʃənt] a. 足够的4. seminar ['seminɑ:] n. 研讨会5. brochure [brəu'ʃuə] n. 介绍手册6. negotiation [nigəuʃi'eiʃən] n. 讨论；商量7. timeline ['taim'lain] n. 时间表8. ceremony ['seriməni] n. 仪式9. keynoter ['ki:nəutə] n. 主要发言人

Dialogues


10. screen [skri:n] n. 屏幕11. laptop [læptɔp] n. 笔记本电脑；小型电脑12. stage [steidʒ] n. 舞台13. participate [pɑ:'tisipeit] v. 参加；参与14. convention center 会议中心15. secretarial service 文秘服务16. peak season 旺季17. French Service 法式服务（服务员在餐桌旁将每种菜直接从大盘中送到每位客人的小盘中）

Sentences for Imitation: I Greeting what the client wants:

1. How many participants will be there?

2. What kind of function rooms do you need?

3. What size of conference do you have in your mind?

4. How long will you be using the conference rooms?

Sentences for Imitation: II Introducing the capacity of the convention center:

1. We have a fully-equipped convention center that provides complete

secretarial service.

2. We have some brand new imported equipment.

3. Our conference hall is multi-purpose.

4. It accommodate about 300 people.


1. I’ll order a complete range of pens in different colors for our

convention.

2. Our convention center also serves as an exhibition hall.

3. Additional rooms can be reserved.

4. You can also hire our night-bar for private use.

III Giving further information about meeting booking:

酒店会议服务流程

会前

1. 与会议主办方洽谈，了解会议要求及所需服务项目。 2. 提供会议所需要的机票、车票、住宿酒店、会议场所、交通等信息，并制定完

备的会议预案书给会议方。 3. 派专人协助客户实地考察会议举办地的吃、住、会议场地、游、娱乐等相关方

面的情况。 4. 确定方案，签订合同，预付定金。

Knowledge Tips

Tips酒店会议服务流程

会中会中

1. 会议接待：专人负责机场，车站的礼仪、接站、公关等服务。提前在酒店、会室摆放好欢迎调幅、欢迎牌、签到台、指示牌等。2. 会前准备：准备好会议所需要的会议资料，会议用品，会议演讲稿等会议相关物品。3. 会议场所：专人到会议室检查会议室条幅、灯光、音响、茶饮等。4. 会议住宿：房间楼层及房间号确认，询问是否有特殊要求。5. 会议餐饮：用餐时间、用餐标准及特殊客人（回民）的确认。6. 会议旅游：旅游线路行程、用车、导游是否增加景点等确认。7. 会议娱乐：娱乐消费形式、消费标准、娱乐地点的确认。8. 会议服务：会议代表合影留念、为代表提供文秘服务及相关服务。

Tips酒店会议服务流程

会后

1．结帐：提供会议过程中的详细费用发生明细及说明，专人与客户进行核对并结帐。

2. 资料：会议后的资料收集，根据客户要求制作会议通讯录或花名册。

3. 合影：会议结束后参会人员合影留恋，并迅速影印出来分发给每位与会人员。

Practical Training I. Listen to the following Confirm Letter and fill in the blanks.

_________________Mrs. Shirly ZhangSocial secretary20 United CenterSaint. Catherine

Dear ___________,Thank you for contacting the Grand Hotel regarding the _______________celebrations of the SCWTC. I take pleasure in enclosing details of our __________and floor plans of the two ________________available at this hotel. Thank you once again for contacting the Grand Hotel. You can rest assured that we shall make your function a great success.Yours___________,Jason Wang_____________Center Assistant

5 July 2009

20th anniversary

Mrs. Zhang

Convention

sincerely

function rooms menus

Practical Training


Situation 1: Situation 1: Mr. Nobel is going to have a congress next Tuesday.

He comes to the conference service center to ask for some

information about facilities and personnel for it.

Situation 2: It’s 6:40 p.m., but the current meeting doesn’t seem to come to

close. The bar reception is already, the food is turning colder and

colder. Mrs. Martha and convention manager are talking about the

changing of serving time.

Practical Training


Situation 1: Mr. Nobel is going to have a congress next Tuesday. He comes to the conference service center to ask for some information about facilities and personnel for it.

( C = Conference Center Clerk N = Mr. Nobel )

N: Good morning. We are going to have a congress next Tuesday. I’d like to

book some facilities and personnel for it.

C: Certainly sir. Here is the rate list.

N: Thank you.

C: You are welcome, sir. Next Tuesday…that’s May 13th, isn’t it?

N: Yes, we need an auditorium for 40 people, a projector and a video-

camera.

C: 40 people…I suggest you to rent a small auditorium, that’ll be enough.


N: Good idea. I also need an interpreter and two messengers.

C: I see. Could you please sign here? And also your telephone number,

please?

N: OK.

C: Thank you, sir. Everything will be ready by Friday afternoon. Could you

come and check it?

N: Sure, thanks.

C: You are welcome, sir. We look forward to seeing you.

Practical Training

Practical Training


Situation 2: It’s 6:40 p.m., but the current meeting doesn’t seem to come to close.

The bar reception is already, the food is turning colder and colder. Mrs. Martha

and convention manager are talking about the changing of serving time.

( C = Convention Manager M = Mrs. Martha )

C: Mrs. Martha, you see, it’s already 6:40 p.m., but the current meeting doesn’t

seem to come to close.

M: The speaker used to adhere to schedules. Perhaps she has important point to

emphasize.

C: What about the 6:15 open bar reception? The hot foods are cold now.

Practical Training


M: I’m sorry, but the now overdone dishes must not be served.

C: Then we can prepare fresh ones.

M: I would be glad if the attendees could still have something hot after the

long exhausting afternoon.

C: I really understand you. But we’ll put the extra expenses of refreshing on

your account.

M: No problem. We are not bouncing the budget.


( C = Convention Center Manager T= Mr. Taylor )

Mr. Taylor is calling the Convention Center. She wants to know some information of conference facilities in Grand Hotel.

C: ____________________________________

(早上好，格林大酒店。我能为您效劳吗 ?)

T: Yes. My name is Louis Taylor and I’m organizing a small regional conference in

a few months’ time. I’d like to know a little about your facilities, please?

C: Certainly, sir. ________________________________________ ( 我们有几个大小不同的宴会厅。 ) How many participants will be attending your conference?

Good morning, Green Hotel. May I help you?

We have several function rooms for various sizes.

Practical Training


1. 这是会议设备租金单和会议服务人员名单。

2. 多功能厅是主会场，能容纳 400 人开会。

3. 我这就带您去会议厅，现场检查会议设备。

4. 综合性会展中心是一种公共设施，它可以在同一大厅内举办会议和展览会。

5. 分隔区为公共区域，这样，隔断物可以由不同的会议分享使用。

6. 在 18 层，我们有 10 个大会议室。

Practical Training

V . Put the following sentences into English orally. (Answers)

1. Here is the rental rate list for equipment and personnel for the convention.

2. The center of the multi-purpose hall is the main conference auditorium seating

400.

3. I’ll take you to the convention hall and we can check the equipment on the spot.

4. A comprehensive convention center is a public assembly facility that is

designed to host meetings and exhibits under one roof.

5. Their breakout area may be common area so that the break items can be

shared between the various groups.

6. We have ten big conference rooms at the 18th floor.

● Guiding the Guest to Their Rooms● Introducing the Room Facilities● About Hotel Services

Basic Procedures

Chapter 10 Receiving guests


客房部各岗位工作流程房务部长 1．每天上班先检查本部人员的到岗情况。 2．检查员工的仪容仪表。 3．查看夜班报表，与前厅部长核对房态。 4．与前厅部长沟通，如有 VIP 客人或团队预订，需提前通知楼层服务员作好准备。 5．亲自检查 VIP 房及团体房的状况，确保各项设施设备正常运转。 6．每天定时抽查服务员做房情况。 7．每天定时抽查客房的卫生清洁情况。 8．处理客人投诉，并向经理汇报。

Content

Dialogues


Knowledge Tips

Practical Training

Dialogue 1

Guiding the Guest to Their Rooms

( FA=Floor Attendant S=Smith )

FA: Good morning, sir and madam. Welcome to the Century Hotel.S: Good morning. Are you a floor attendant?FA: Yes, I am.S: Where is Room 908, please?FA: It is along here. May I show you to your room, Mr. and Mrs. White?S: Yes, please. Here is our room key. Oh, by the way, how do you know our

names?FA: It was on the arrival list for Room 908. May I help you with your suitcases, Mr.

White?S: No, thanks. I can manage it.FA: This way, please. (After a while) Here we are. After you. (The FA opens the

door, and they enter the room.)S: Thank you. When will our baggage arrive?FA: The bellman will take it up soon.S: Very well. (The bellman comes with the baggage and knocks at the door.)FA: May I come in? Your baggage is here.S: (Opening the door) Oh, good. Come in, please.FA: Three pieces altogether. Is that correct?S: Yes, thank you.FA: You are welcome.

Dialogue 2

( FA=Floor Attendant S=Mr. Smith M=Mrs. Smith )

Introducing the Room Facilities

FA: (politely) Here we are. Your room is facing the central garden. Shall I draw the curtains for you?M: OK, thank you.FA: It’s very quiet. I hope you will like it.M: Yes, we like it. The room looks very nice.FA: Mr. and Mrs. White, here is the light switch, the wardrobe, and the mini-

bar.M: Not bad!FA: Here is the master switch. Please be sure to insert the keycard into its

slot, otherwise the power will be cut. This is the temperature control. You may adjust it as you like. And the panel on the nightstand controls the different devices in the room. By the way, there are two sockets in the bathroom, for 110V and 220V respectively.S: Oh, I see. And I feel like taking a shower to freshen up after the trans-

pacific flight. And how can we make an outside call?FA: If you want to make an outside call, please dial “0” first. There is a

telephone directory on the writing desk. You may check it.S: What about the TV?

Dialogue 2


FA: This is the remote control. There are sixteen channels including four English programs. Here is a program list. Well, is there anything else I can do for you before I leave the room?

S: You’ve made us feel very welcome. By the way, is the tap water drinkable?FA: Oh, Mr. White and Mrs. White please do not drink the tap water unless it is

boiled. There are two bottles of drinking water in the bathroom, provided free of charge.

S: Do you know when room service is available?FA: It’s available 24 hours a day. And in the drawer of the desk you will find a

brochure with full information about the facilities and services of our hotel.S: Oh, I see. Um… Here’s something for you. (giving a tip)FA: That’s very kind of you. Thank you. Is there anything else I can do for you?S: No, thanks.FA: If you need anything else, please dial “8”. We’re always at your service. I

hope you will enjoy your stay with us.

Introducing the Room Facilities

Dialogue 3

About Hotel Services

S: By the way, could you tell about your hotel services?B: Certainly sir. Our hotel is a modern garden hotel of five-star grade consisting of a group of the three-storied octagonal buildings. The hotel possesses 168 international standard double rooms, 6 suites and 6 deluxe suites. All of them are well-furnished. S: How about other services?B: Available at the hotel are a variety of Chinese, Japanese and Western food restaurants, in addition to a complete set of service facilities including Ballroom, Physical Fitness Center, Squash, Billiard Room, Beauty Salon, Sauna, Swimming Pool, Bar, Shopping Arcade and Taxi Service, and so on.S: It sounds great. I’d like to have a brochure on your hotel. Where could I get one?B: You can get it from the Reception Desk. If you don’t mind, I’ll come up again and give you one.

( B= Bellman, S= M. Smith )

Dialogue 3

About Hotel Services

( B= Bellman, S= M. Smith

S: It sounds great. I’d like to have a brochure on your hotel. Where could I get one?

B: You can get it from the Reception Desk. If you don’t mind, I’ll come up again and give you one.

S: Good. That’s very kind of you. By the way, what about the daily service hours of the dining room?

B: From 7:00 a.m. until 10:00 p.m.. nearly all day. S: When will be Bar and Café open?B: From 3:00 p.m. until midnight. You might want to keep your

valuables at the hotels vault.S: You give very good service in your hotel. Thanks a lot.B: You’re welcome. Have a nice day!


1. attendant「 ə'tendənt」 n. 服务员，侍者 2. arrival 「 ə'raivl」 n. 到达3. suitcase「 sju:tkeis」 n. 行李箱，公文包4. bellman「 belmən」 n. 应接员5. altogether「 o:ltə'geð」 adv. 完全地，全部地，总共，一共6. curtain「 kə:tn」 n.窗帘，幕7. switch「 switʃ」 n.( 电路的 ) 开关，电门，闸 v. 转换8. wardrobe「 wo:drəub」 n. 衣柜，个人的全部衣物9. mini-bar「mini bɑ:」 n. 小酒吧10. insert「 'insə:t」 v.插入、放入或嵌入某物或两物之间 n.插入物11. keycard「 ki:kɑ:d」 n. 客房的房卡


12. temperature「 'tempritʃə」 n. 温度，体温，室温，气温13. device「 di'vais」 n.装置，器具，手法，技巧14. socket「 'sɒkit」 n.插座，插口15. directory「 di'rektəri」 n. 电话簿，人名地址录16. drinkable「 drikəbl」 adj. 可饮用的，适合饮用的17. available「 a'veiləbl」 adj. （指物）可用的或可得到的，（指人）可会见

的或与之交谈的18. octagonal「 oktægənl」 adj. 八边形的，八角形的19. well-furnished「 wel'fə:niʃt」家具全配的 , （房间）布置得很好的20. salon「 'sælon」 n. 沙龙，客厅，画廊，美术展览馆21. sauna「 'so:nə」 n. 桑拿浴，蒸汽浴22. arcade 「 ə: 'keid 」 n. 拱廊23. brochure 「 'brəu'ʃjuə 」 n. 小册子

Sentences for Imitation: Greeting:

Welcoming the guest:1. Welcome to the Century Hotel.2. Welcome to Shanghai.Offering help politely:1. May I show you to your room, Mr. and Mrs. White?2. May I help you with your suitcases?3. Shall I draw the curtains for you?

Knowledge Tips

楼层领班 1．每天上班先查看房态及夜班报表。 2．开班前会，检查服务员的到岗情况和员工的仪容仪表。 3．根据房态情况分配工作。 4．现场督导服务员的做房程序及标准，发现问题及时指正。 5．负责查每一间的卫生状况，如达不到标准的，须要求服务员重做，以保证每一间“ OK” 房的质量。 6．在查房过程中如发生有设施设备损坏，应马上报修，并跟踪维修情况，及时把房态情况通知总台，如报修超过 30 分钟，维修工不到位，即报告上级处理。


Practical Training

A: Morning, sir. Some guests in our group need some .B: Morning, Can you tell me which rooms and what they need?A: Room 302 needs some paper and .B: Letter-headed paper and sewing kit for room 302, right?A: That’s right. We also need matches, ashtray, and Door Knob Menu for room 405.B: Ok, matches, ashtray, Room Service Menu and Door Knob Menu for room 405. ________________do you need?A: We need and Guest Comment Letter for .B: OK. Fridge Price List and Guest Comment Letter for room 406. Is that all?A: Oh, one more thing, one for each room.B: So that’s three hotel directories.A: That’s right. Thank you very much.B: You’re welcome.

guest supplies

letter-headed sewing kit

Room Service Menu

Fridge Price List Anything else

room 406

hotel Directory


Situation 1 : The room attendant ( RA ) comes to Mr. Black’s (G) room with a trolley at about 11:30 a.m. Mr. Black asks the room attendant to do his room firstSituation 2: The floor attendant sees a guest coming out of a lift and comes up to greet him.

Practical Training


Practical Training

Situation 2: The floor attendant sees a guest coming out of a lift and comes up to greet him.( A= Floor attendant , B= Guest)A: Good afternoon, sir. Welcome to our hotel.B: Thanks.A: I’m the floor attendant. What can I do for you?B: Where is Room 918, please?A: Room 918? Ok, its along here. Here we are. Can I have you room card so that I can open the door for you?B: Here it is.A: This way, please.B: Thank you. When will our baggage arrive?A: Your baggage will be up in about 10 minutes. The bellman is handling them.B: Very well.A: How do you like the room?B: Oh, it looks comfortable and cozy.A: Great. The room is facing south and commands a good view of the Huangpu River. B: Yes, it is very nice.A: I hope you’ll enjoy your stay with us.

III. Reading Comprehension: Practical Training

A. Read the following Passages and answer the questions. What are the housekeeping department’s main responsibilities?The housekeeping department is responsible for cleaning the guest rooms and making them look clean, tidy, well-appointed and comfortable. The housekeeping department also does such work as to set up and to take apart, exhibitions, conventions and conferences.Who is the head of the housekeeping department?The housekeeping department is headed by the executive housekeeper.Why is the job of a housekeeper very important?The job of a housemaid or houseman is especially important, for a comfortable, clean, quiet and well-appointed room with a large, soft bed is what every traveler looks for at the end of his/ her journey or a day’s sightseeing. Even such trivial carelessness as an un-emptied ashtray or waste basket, and improperly cleaned bath tub, or an unthoroughly dried bed sheet can upset a frazzled guest and thus affect his/ her impression of the hotel.

B look at the pictures and fill in the blanks with the names of the pictures.1. Luggage 2. mini bar 3. wardrobe 4. key card 5. writing desk

IV. Complete the following dialogue by filling in each blank with a proper expression.

Practical Training

( FA= Floor attendant, G=Guest ) FA: Good morning. .G: Good morning, are you a floor attendant? FA: Yes, I am.G: Where is room 1008, please?FA: It is along here. , Mr. and Mrs. Smith?G: Yes, please. ________________________________

FA: , Mrs. Smith? G: No, thanks. I can manage them.FA: . (after a while) Here we are. After you. ( The FA opens

the door and they enter the room.)G: Thank you. When will our baggage arrive?FA: .G: Very well.

Welcome to our hotel

May I show you to your room May I help you with your suitcases

Here is our room key

This way, please

The Bellman will take it up soon.


Practical Training

1. 请插卡取电，否则没有供电。2. 客房有两瓶免费的水可以使用。3. 那是衣柜，里面有几个衣架。4. 怀特先生，这是您房间的设施清单，请您过目并在这里签字。5. 噢，如果您有什么事，请叫房间服务。6. 顺便问问，您能不能给我讲一下宾馆服务的情况？7. 恐怕客人不允许在房间里使用电熨斗。8. 洗手间有两个插座，分别是 110伏和 220伏。

Practical Training


1. Please be sure to insert the keycard into its slot, otherwise the power will be cut.2. There are two bottles of drinking water in the room, free of charge.3. There’s the wardrobe with several clothes hangers.4. Mr. White, here’s a list of the furnishings in your room. Please look at it and sign here.5. Well, if you need anything else, please call Room Service.6. By the way, could you tell me about your hotel services?7. I’m afraid guests are not allowed to use irons in their rooms.8. There are two sockets in the bathroom, for 110V and 220V respectively.

● Telephone reservation ● Revising the reservation ● Type of rooms

Basic Procedures

Chapter 11 Chamber Service


楼层服务员工作程序：楼层早中晚班工作程序早班服务员： 1 、每天负责清洁安排的客房，使其达到酒店的标准，例如： A 、换床单、枕套、做床。 B 、清洁浴室、清洁地毯、墙壁和窗框家具抹尘。 C 、换毛巾、补用品，例如：火柴、香皂、文具用品杂等。 D 、倒垃圾、清洁烟灰缸、各垃圾桶、清洁水杯。 E 、清洁衣柜、墙纸、天花板、空调风口、镜子和地毯尘。 2 、将用完的餐具餐车收出放到工作间，不能放在走廊上并及时通知送餐部。给客人提供擦鞋服务。 3 、检查并补充酒水。 4 、收取洗衣，检查洗衣单，房号是否正确。 5 、发送报纸和杂志到房间。 6 、当客人要求加额外用品时要及时送给客人，并负责收回。例如：加床、插座、吹风机等。 7 、清洁服务区域，例如：员工厕所、工作间、防火门、楼道等。 8 、及时向领班报告特殊情况，例如：报告工程维修单、换灯泡、发现房间内有贵重物品（金器、钱、首饰等）未做的“ DND” 房间，遗留物品的上交及汇报。 9 、补充工作车的物品保持工作车的清洁，并按照标准摆放。 10 、填写好每日工作报告表。 11 、保养好所使用的机器设备，如吸尘机。 12 、负责保管楼层总钥匙，并在下班时交给办公室。 13 、向领班及时报告房间状态。 14 、向领班报告没有清洁的房间并说明原因。 15 、服从领班的工作安排。 16 、及时报告在楼层发生的其他情况或可疑人物。 18 、把当天所有的事登记在交班本上，经领班签字方可下班。

Content

Dialogues


Knowledge Tips

Practical Training

Dialogue 1

RA: Good morning, Mr. and Mrs. White. May I come through, please?M: Yes, please. By the way it’s almost noon, and our room hasn’t been made up yet.RA: I’m very sorry, sir. I was just coming along to your room. I’ll be there as soon as I finish this one.M: Really? Could you do our room first next time? We are always the last.RA: Well, I have a section of fourteen rooms, and I always do the check-out rooms first unless there is request. Now that you’ve asked me to do so, I’ll be glad to.W: Check-out rooms? What are they?RA: A check-out room means a room which is being vacated at the end of a guest’s stay. We have to get the room ready for sale again by the Front Office.M: Well, we would like to take a nap after lunch.RA: Yes, I see. Your room will be ready in half an hour, Mr. and Mrs. White.M: Can you do this for this every day?RA: Certainly, Mrs. White. We always try to have rooms made up early on request. Just let us know what you need, and if we can, we’ll oblige. Your room number is 1202.M: Good. We do appreciate the favor of your putting our room first.RA: My pleasure. I hope you are enjoying your stay with us.A: You’re welcome.

( RM= room attendant, M= Mrs. White, W= Mr. White )

Cleaning the Room

Dialogue 2

Changing the Room

AM: Good morning, sir. What can I do for you?W: I’m White. I’m in Room 608. Can you change the room for me? It’s too noisy.

My wife was woken up several times by the noise the baggage elevator made. She said it was too much for her.

AM: I’m awfully sorry, sir. I do apologize. Room 608 is at the end of the corridor. It’s possible the noise is heard early in the morning when all is quiet.

W: Anyhow, I’d like to change our room.AM: No problem, sir. We manage it. How about Room 602? It’s rather quiet.

The room rate is the same as that of Room 608.B: Very well.AM: Please fill in this room changing form.( Mr. White goes through the formalities.)Here’s the key to Room 602. The bellman will help you with your baggage.

Please return him the key to Room 608.B: What efficiency! I hope I’ll have a sound sleep this evening.AM: Be sure, Mr. White. If there is anything more you need, please let us know.

（ RM= room attendant White= W ）

Dialogue 3 ( FA= floor, G= guest ) FA: Good morning, sir. After you, please. ( He makes way for him to pass by)G: Good morning. Would you please do me a favor?FA: Yes, sir. I’m always at your service.G: My son is coming for the summer holidays next week. Could I have an extra bed, a kind of roll-away?FA: Please contact the Front Office first. I’ll get you the extra bed with their permission.G: Have you any idea how much an extra bed costs?FA: It’s US $ 20 for one night.G: By the way, could you get us a few more hangers? We have so many clothes. We are long-staying guests, as you know.FA: Yes, sir. We are happy to have you. We do hop you are enjoying your stay with us.G: Thanks. Could you change a pillow for me? This one is too thin, and with a stain on it.FA: Certainly, sir. I’ll see to it right away. I do wish we had known earlier.G: How nice of you to say so!FA: It’s my pleasure. I’ll be back in a minute, sir.

Adding beds

Dialogue 4 Turn-down Services

( CM= chamber maid, M= Mrs. White, W= Mr. White)

CM: Housekeeping. May I come in?W: Yes, please.CM: Good morning, Mr. and Mrs. White. May I do the turn-down service for you now?M: Oh, thank you. But you see, we are having some friends to celebrate my birthday here. Could you come back later?CM: Certainly, Mr. White. What time would it be convenient for you?M: Could you come again in three hours?CM: I’m afraid I’ll be off then. But I will let the overnight staff know. They will come then.M: That’s fine. Well, our friends seem to be a little late. Would you tidy up a bit in the bathroom? I’ve just taken a bath and it is quite a mess now. Besides, please brig us a bottle of just boiled water. We’d treat our guests with special Chinese tea.

Dialogue 4

( CM= chamber maid, M= Mrs. White, W= Mr. White)

Turn-down Services

CM: Yes, Mr. White. I’ll bring in some fresh towels together with the drinking water.

M: That’s fine.CM: ( Having done all on request)It’s getting dark. Would you like to draw the curtains for you?M: Why not? That would be so cozy.CM: May I turn on the lights for you?W: No, thanks. I like this atmosphere.CM: Yes, sir. Is there anything else I can do for you?M: No more. You’re a smart girl indeed. Thank you very much.CM: I’m always at your service. Good-bye, Mr. and Mrs. White, and do have a

very pleasant evening.

Dialogue 5

Claim and Damage

( O= operator, G=Guest)G: Hello, operator? This is Lucas speaking.O: Yes. What can I do for you?G: I’d like to speak to the housekeeper. I’m in Room 403. I have some bad news to tell him. ( The operator puts the call through.)H: What’s the bad news, sir?G: This is Mr. Lucas. I went out this morning and the children played hide-and-seek in the room. They broke the reading lamp on the desk and the curtains fell to the ground. Could you send someone to fix the curtains and bring me another lamp?H: Of course, sir. I’ll send someone from Maintenance Department to your room. Thank you for calling.G: I’m terribly sorry.H: That’s nothing. We’ll take care of that, Mr. Lucas. But I’m afraid you’ll have to pay for the damage.G: Oh, I will.H: May I have your room number, sir?G: Room 403.H: Yes, Room 403. Don’t worry. I’ll see to it at once. Good-bye.G: Good-bye.


Expressing apology:1. I’m very sorry, sir.2. I’m awfully sorry, sir.3. I do apologize.4. I’m terribly sorry.Making complaints:1. By the way it’s almost noon, and our room hasn’t been made up yet.2. It’s too noisy. My wife was woken up several times by the noise the baggage elevator made.

Knowledge Tips

清洁并检查客房、补充用品。A负责客房高标准的服务及清洁工作。B 根据楼层主管的指导，清扫空房，客人已离店房间及入住房间。C将无行李、少行李及外宿房间报告客房部办公室或楼层领班。D检查房间，准备“房间状态汇报”。E补充客房供应品，包括小酒吧用品。F 上报客房设施的丢失和损坏情况，及时下单维修。

客房服务员岗位职责


1. trolley ['troli] n. 手推车，电车，手摇车 v. 用手推车2. corridor ['korido:] n. 走廊，回廊，通路3. section ['sekʃən] n. 一段，部分4. check-out ['ʧekaut] n. 结账，退房，检查5. vacated [və'keitid] adj. 腾出的，空出的，离职的6. nap ['næp] n. 小睡，小盹7. oblige [ ə'blaiʤ] n. 迫使，施恩惠于8. appreciate [ə'pri:ʃieit] vt.欣赏，领会，感谢9. apologize [ə'pɔlədʒaiz ] vi. 道歉，谢罪，认错10. formality [fɔ:'mæliti ] n. 遵循的规范，正式11. efficiency [i'fiʃənsi] n. 效率，功率，效能


12. pillow ['piləu] n. 枕头13. stain ['stein] n. 污迹 v. 战舞，给… .着色14. turn-down service [tə:n-daun sə:vis] 做晚床15. convenient [ken'vi:njənt] adj. 便利的，近便的16. overnight ['əuvənait] adv. 一夜，突然17. towel ['tauəl] n. 毛巾，手巾18. cozy ['kəuzi] n. 舒适的，安逸的19. operator ['opəreitə] n. 操作人员，接线员20. maintenance ['meintinəns] n. 维持，保持，维修


Practical Training

A: Housekeeping. ?B: Yes, come in please.A: When , sir?B: You can do it now if you like. I am just about to for my breakfast. But before you start, would you for me?A: Of course. What is it?B: I would like you to go and get me . I need some hot water to _________________ after breakfast.A: I’m sorry that your I’ll go at once and get you another flask which is full.B: Thank you.A: .

( A= Housekeeper, B= Guest )

May I come in

would you like me go down

do something

a flask of hot water

flask is empty

You’re welcome

take my medicine


Situation: The room attendant ( RA ) comes to Mr. Black’s (G) room with a trolley at about 11:30 a.m. Mr. Black asks the room attendant to do his room first.

Practical Training

II. Make dialogue according to the situations (example )

Practical Training

RA: (knocking at the door) Housekeeping. May I come in?G: Come in, please.RA: I’m sorry to interrupt you, sir. May I do your room now?G: Well. Some friends are coming to see me. Can you finish it in half an hour?RA: Of course, sir.G: I’m just about to go down for my lunch. But before you leave, would you get me a flask of hot water?RA: I’ll get you one right away.G: Thank you. I wonder why you didn’t make up my room earlier in the past two days.RA: Sorry, sir. We always do the check-out rooms first, unless there is a request.G: The check-out rooms? What are they?RA: Every day many guests check out and leave the hotel. The rooms they stayed in are called check-out rooms. We have to get these rooms ready for sale by the Front Office.G: Can you make up my room earlier tomorrow? I want to do some paper work in my room.RA: Yes, sir. We always make up rooms early on request.G: Thank you.RA: You are welcome.

III. Reading Comprehension: (answer)

Practical Training

1. Why are the housekeeping employees are the busiest staff in a hotel?The housekeeping employees are the busiest staff in a hotel because in addition to keeping the rooms clean and in good order, the housemaid or chambermaid must keep a daily record of each room.2. What can the housekeeping staff learn from a production sheet?The sheet tells the housemaid whether the room needs making up or servicing because of recent use. The production sheet also tells the housemaid which rooms should be generally cleaned and which bathroom should be scrubbed.3. What kind of rooms will the housekeeping staff clean first?The housemaids usually clean the check out rooms first unless there is a special request.4. Why should be rooms with early makeup requests be served promptly?The rooms with early makeup requests should be served promptly because guests might need them for business meetings.5.If the housemaid finds something wrong with the room, what should she do?If the housemaid finds something wrong with room----something is damaged, she is instructed to call the supervisor who, in turn, informs the Front Desk that something in the room is out of order.

A

III. Reading Comprehension

B. look at the pictures and fill in the blanks with the names of the pictures.

Practical Training

1. trolley 2. hanger 3. bathroom 4. turn-down service

Practical Training

IV. Put the following sentences into English orally.

( FA=floor attendant, G=Guest )

FA: Good morning, Mr. Brown.G: Good morning. It’s almost noon, and my room hasn’t been cleaned.FA: Sorry, sir. According to our hotel regulation we always______________________ unless there is a request.G: Well, some guests will come to see me at 9:00 tomorrow morning. ?FA: I see. We always do rooms early . Just let us know if you can. ?G: I’d like some fresh towels and some drinking water.FA: .

do you check-out rooms

Can you do my room first on request

What else can I do for you

OK, I’ll bring them to you immediately.


1. 除非客人有要求，否则我们先整理已退的房间。2. 我会通知值班人有的。3. 请告诉我们您的需要，如果可行，我们尽量满足。4. 我会送些新毛巾和饮用水来。5. 能不能过会再来整理？6. 您要我什么时间来打扫房间呢，先生？7. 我想请你给我拿一瓶开水来。8. 如果您不想被打扰，就把“请勿打扰”的牌挂在门外。

Practical Training

Practical Training


1. We always do the check-out rooms first unless there is a request from the guest.2. But I will let the overnight staff know.3. Just let us know what you need, and if we can, we’ll oblige.4. I’ll bring in some fresh towels as well as the drinking water.5. Could you come back later?6. When would you like me to do your room, sir?7. I would like you to go and get a flask of hot water for me.8. If you don’t want to be disturbed. Just place this “ Do not disturb” sign outside you door.

● Buying things on request● Borrowing something● Wanting added Something

Basic Procedures

Chapter 12Chapter 12 Reservation Service


饭店个性化服务的概念

饭店的规范化服务，是指饭店为满足所有客人的共性需求而提供的标准化服务 ;而饭店的个性化服务，则是指饭店为满足不同客人的个性需求而提供的针对性服务。饭店的个性化服务起源于海外发达国家，称之为 Personalized Service 或 Individualized Service 。之所以提出个性化服务概念，主要是因为西方饭店业在近百年发展过程中，发现饭店提供的标准化服务不能使客人完全满意。因为客人的需求变化莫测，标准化的服务只能满足客人表面的基本需求，而不能满足客人隐含的个别需求。在这种背景下，饭店经营者开始认识到，饭店的服务必须站在客人的角度随机应变，否则标准化服务会演变成机械化服务，个性化服务由此产生。即饭店要达到高质量的服务水平，必须能提供满足不同客人个性需求的针对性服。

Content

Dialogues


Knowledge Tips

Practical Training

RA: Good morning, sir. What can I do for you?W: Some friends of ours are going to visit us this evening. Would you please buy some fruit for me?RA: Sure. What kinds of fruit d o you want, apples, oranges, bananas or grapes?W: All except grapes.RA: How many of each?W: One kilo of each will be enough.RA: Yes, sir. Don’t you need some refreshments and drinks?W: Well, I’ve ordered some cold dishes and some pastry. I’ll need two more Budweiser and a pack of Kent.RA: Yes, Mr. White, two more cans of Budweiser and a pack of Kent. Do you need some flowers?W: That’s a good idea. Can you help me to get some?RA: Certainly, sir. What kind of flowers would you like?W: A basket of lilies.RA: You need fruit, beer, lilies and Kent. Am I correct?W: Right. Here is five hundred yuan in advance. Is it enough?RA: I think it’s quite enough. I’ll have them bought for you as soon as possible.W: Great. Thank you very much.RA: You’re welcome.

Dialogue 1 Buying things on request

Room Attendant =R Guest=G

Dialogue 2

G: Is this Housekeeping?H: Speaking. May I help you?G: Yes, I like to use my hair dryer but it’s 220 volts. Do you have a converter I could use?H: Yes, we do, madam. But I’m afraid another guest is using it now. We can lend a hair dryer instead.G: Fine. Because I’ll attend a party in an hour could you bring it up soon?H: Certainly, ma’am. I’ll send someone immediately. By the way, could I have your name and room number?G: OK. This is Lucy White in Room 1201.H: Thank you very much. Miss White. The floor attendant will be up in a few minutes.

Borrowing something

(G= Guest, H= Housekeeping)

Dialogue 3

Wanting to add something

( G= Mrs. White, RA= Room Attendant )

G: Attendant, can you help me?RA: Certainly, madam.G: My husband and I stay in this room and our children are in Room 946. Could you put some juices in the mini-bar of their room?RA: Yes, madam. I will leave some juice there.G: That’s fine.RA: What kinds of juices do they like?G: Orange and tomato juices.RA: How many of each shall I put in?G: Four bottles of orange juice and five of tomato juice. If you have lemon and pineapple juice, please put some in it, too. Children always drink water. Is your water safe to drink?RA: The tap water is not safe to drink. But the mineral water and the water in the flask are perfectly safe.G: Thank you.


1. except [ik'sept] prep. 除了（某人 /某物）之外2. kilo ['ki:ləu] n. 公斤，千克，公里，千米3. refreshment [ri'freʃmənt] n. 点心，便餐，恢复活力4. pastry ['peistri] n. 糕点，点心5. lily ['lili] n. 百合花6. hair dryer [hɛə draiə] n. 头发吹干机7. converter [kən'və:tə] n. 转换器，转炉8. pineapple ['painæpl] n. 菠萝，凤梨9. mineral ' [minərəl] adj. 矿物的 n. 矿物10. flask [flɑ:sk] n. 细颈瓶，烧瓶，开水瓶11. perfectly ['pə:fiktlli] adv. 很，完全地


Inquiring:1. What kinds of fruit d o you want, apples, oranges, bananas or grapes?2. How many of each?3. What kinds of juices do they like?4. How many of each shall I put in?5. What kind of flowers would you like?Ordering something:1. Well, I’ve ordered some cold dishes and some pastry.2. I’ll need two more Budweiser and a pack of Kent.3 Could you put some juices in the mini-bar of their room?

Tips

1) 1) 灵活服务。这是最普通的个性化服务。即不管饭店是否有相应的服务规范，只要客人提出的要求是合理的，饭店就应尽最大可能去满足他们。

(2)癖好服务。这是最具体的个性化服务。客人的需求千差万别，有些客人的需求更是独特少遇，需要服务人员仔细观察，“投其所好”。

(3)意外服务。这是最有针对性的个性化服务。服务人员急客人之所急，想客人之所想，在客人最需要帮助的时候提供“雪中送炭”式的个性化服务。

(4)心理服务。这是最用心的个性化服务。凡是能满足客人深层次的、隐含的心理需求的个性化服务，都将给客人带来一份意外的惊喜。这要求饭店服务人员有强烈的服务意识，主动揣摩客人的心理，服务于客人开口之前。

(5)自选服务。这是高品质的个性化服务。随着电脑技术的发展，个性化服务可通过电脑—— Gues

t Operated Devices(宾客自选装置 ) 来实现。客人的留言、查询消费账目、结账、叫醒服务、客房送餐 (Room Service) 和 Vod点播 ( 客房视像点播系统 ) ，都可以由客人通过客房电视电脑系统自由选择并处理。

饭店个性化服务的种类：

I. Listen to the following recording and complete the dialogue: (answer)

Practical Training

Special Items in Rooms Form

ItemsRoom No. Required

No.Items Room No. Required No.

Extra Blanket

1210 1 Bed sheet

Bath towel Pillow 2107 2

Infant Cot 1315 1 Ashtray 1162 1

Extra Bed Bathrobe

Heater Light bulb

Ball Pen 2107 1 Toilet paper

Vase Towel

Others Remarks


Practical Training

Situation 1: A guest Mr. White asks a floor attendant to buy something for him. ( G= Mr. White, FA= floor attendant )FA: Good morning, sir. What can I do for you?G: I’d like to tell you that some friends are coming to celebrate my birthday tonight. Would you please get a birthday cake and some fruit for me?FA: Yes, of course. What kind of fruit would you like, bananas, tangerines or grapes?G: Some bananas and grapes, please.FA: How many of each?G: One kilogram of bananas and two kilograms of grapes.FA: Yes, sir. Anything else?G: Hm……FA: Would you like some flowers?G: That’s a good idea. Can you help me to get some?FA: Yes, I can. What kind of flowers would you like?G: A basket of tulips.FA: Yes. A birthday cake, some fruit and flowers. Is that correct?G: Right. Now, here is the money for them. Is it enough?FA: I think it’s quite enough.G: Many thanks.FA: It’s a pleasure.


Situation 2:There is something wrong with the TV in the Mr. White’s room. He asks a floor attendant for help.

Practical Training

( FA= Floor attendant, W= Mr. White, E= Electrician)FA: Housekeeping. May I come in?W: Come in please.FA: What’s the matter, sir?W: Ah, I’m afraid there’s something wrong with the TV. The picture is wobbly.FA: ( Trying to fix it, but in vain.) I’ll send for an electrician from the Maintenance Department. We can have it repaired. Please wait just a few minutes, Mr. White.

(She leaves the room. Five minutes later, there is knock on the door.)FA: Housekeeping, May I come in?W: ( Opening the door)E: Good evening, Mr. White. ( The electrician enters the room, accompanied by the floor attendant.) The TV set is not working well, is it?W: No, it isn’t.E: Let me check it. ( He finishes the repairing.) Mr. White, everything is OK now. Is there anything else I can do for you?B: No, thanks. What efficiency! ( Taking some money.) This is for you.

III. Reading Comprehension:( answer )

Practical Training

A Read the following Passages and decide whether the 5 statements are true of false.

A Read the following Passages and answer the questions. ( T ) 1. A security plan is important to the hotel operation and

management. ( F ) 2. A Bomb scare is the greatest threat to any hotel. ( T ) 3. The careless disposal of cigarette-butts and smoking in bed may

cause fire. ( F ) 4. It’s unnecessary for all employees to participate in the hotel’s

security effort. ( F ) 5. Always keep an eye on people who are young and polite.

B look at the following pictures then fill in the blanks with the name of articles appeared in the text.

1. pastry 2. lily 3. Budweiser 4. hair dryer

IV. Complete the following dialogue by filling in each blank with a proper expression.

Practical Training

( G= Mr. White, FA= floor attendant )

FA: Good afternoon, madam. ?G: Yes. I’d like to . Can you for me ?FA: Yes, of course, sir. What would you like me to buy ?G: Some fruit, a cake and some drink.FA: Anything else?G: You’d better bring me .FA: would you like ?G: Roses would be ok.FA: Well, I see. G: Here’s . Will it be enough ?FA: I think it’s quite enough.

celebrate my birthday do some shopping

a basket of flowersWhat kind

600 Yuan

What can I do for you


Practical Training

1. 我会马上派人替您购买。2. 请拿一份《中国日报》给我。3. 卫生间的肥皂要添了。4. 拖鞋坏了，请给换一双。5. 先付 50 元，够吗？6. 我睡得有点冷，请给我加条毯子。7. 我已经买到您要的药，请每天服三次，餐后服用，每次两片。8. 非常感谢，但是我们不接受小费。

Practical Training


1. I’ll have them bought for you as soon as possible.2. Please get one copy of China Daily for me.3. Please bring some soap to the toilet.4. The slippers are worn out. Change them for me, please.5. Here is 300 Yuan in advance. Is it enough?6.I feel a bit cold when I go to bed. Please get me a basket.7. I’ve bought your medicine. Please take two tablets three times a day after meals.8. Thank you very much, but we won’t accept tips.

● Introducing the Service Items● Express Service● The basic steps of laundry service.

Basic Procedures

Chapter 13 Laundry Service


1.About the laundry service.

1) Laundryman comes to the guest room to collects laundry.2) Guest fill in the laundry list.3) After laundry, clothes will be delivered to the guest room.

2. Laundry service types.

1) Same-day service (collected by 11:00; returned on the same day.)2) Express service (collected all day and returned within four hours; with 50% extra-charge)3) Next day service (collected after 11:00; delivered before 19:00 next day.4) Express pressing service (collected all day and returned within 1 hour.)

Content

Dialogues


Knowledge Tips

Practical Training

Dialogue 1

Explaining How to Get the Service ( A=Room Attendant B=Guest )

A ： Excuse me． Have you any laundry ？ The laundry man is here to collect it．

B ： No ， not now ， thank you．A ： If you have any ， please just leave it in the laundry bag behind the bathro

om door． The laundry man comes over to collect it every morning．B ： Thank you．A ： Please tell us or notify in the list whether you need your clothes ironed ，

washed ， dry-cleaned or mended and also what time you want to get them back．B ： I see．What if there is any laundry damage ？ I wonder if your hotel has

a policy on dealing with it．A ： In such a case ， the hotel should certainly pay for it． The indemnity shal

l not exceed ten times the laundry．B ： That sounds quite reasonable． I hope there's no damage at all．A ： Don't worry ， sir． The Laundry Department has wide experience in their

work．B ： All right． Thank you for your information．A ： Not at all．

Dialogue 2(A=Room Attendant B=Guest )

A ： Can I help you ？B ： Yes． I have some laundry to be done．A ： Certainly ， sir． Could you fill out the laundry form ， please ？B ： May I use your pen ？A ： Sure． Here you are．B ： Thanks． Oh ， I don't want these shirts starched．A ： No starch． I understand ， sir．B ： And also I'd like this sweater to be washed by hand in cold water． It might shrink otherwise．A ： By hand in cold water ， I see．B ： When will they be ready ？ . A ： We will deliver them tomorrow evening around 6．B ： Fine ， Thanks a lot．

Filling the Laundry Lists

Dialogue 3

(A=Laundry clerk B=Mrs Bell )A ： What can I do for you ？B ： Could you send someone up for my laundry ， please ？ Room908 ， Bell．A ： Certainly ， Mrs Bell． A valet will be up in a few minutes．B ： Good． I also have a silk dress which I don't think is color-fast．Will the color run in the wash ？A ： We'll dry-clean the dress． Then the color won't run．B ： You're sure ？ Good！ And the lining of my husband's jacket has come unstitched． It might tear over further while washing．A ： Don't worry ， madam．We'll stitch it before washing．B ： That's fine． Now ， when can I have my laundry back ？A ： Usually it takes about two days to have laundry done． But would you like express service or same-day ？B ： What is the difference in price ？A ： We charge 50％ more for express ， but it only takes 5hours．B ： And for same-day ， will I get the dress and skirt back this evening ？A ： Yes ， madam． All deliveries will be made before six o'clock．B ： I'll have express then．

Express Service

Dialogue 4

( H=housekeeper, G=guest )H: Housekeeping. May I help you?G: Yes, the maid misdelivered the laundry.H: I am sorry, sir. We will check it right away. Would you mind telling me your room number please?G: Room 802.H: I will have some one go to your room. Please wait a moment. G: Ok.(Two minutes later, there is a knock on the door of Room 802.)H: May I come in, please?G: Housekeeping Come in.H: Good afternoon. I've brought your laundry. Is this yours, sir?G: Yes, it is. Please put it on the bed.H: Certainly, sir. May I have the misdelivered laundry items, please?G: Sure, I'll get them for you.H: Thank you, ma'am. I apologize to you for our carelessness. G: That' s all right.

Delivering by Mistake


1. laundry [`lɔ:ndri ； ` lɔndri]n. 洗衣店2. notify [`nəutifai;` notə ， faɪ] v．通知 3. iron [`aiən ； US ` aɪən] n. 铁 v．熨烫4. dry-clean [`draɪ ， kli:n] v．干洗 5. indemnity [ɪn`demnɪti: ； ɪn` dɛmnɪti] n．保障；保险；补偿；赔偿6. exceed [ik`si:d ； ɪk`sid]v. 超过7. mend [mend;mɛnd] v．修补，缝补 ;修理 8. stitch [stitʃ] n. 一针 ; 一钩 v．缝缀9. misdeliver [misdi`livə]v. 送错10. item [`aitəm] n. 项目11. maid [meid ； med] n. 女仆 ;侍女 ; 服务员12. valet [`vælɪt] n．旅馆中替客人洗烫衣服的人员


13. colorfast [`kʌləfɑ:st ] a．不褪色的14. express service [ɪk`sprɛs ` sɜ:vɪs] 快洗服务 15. starch [stɑ:tʃ ] v．给（衣服等）浆，浆硬16. run [rʌn] v. 褪色17. shrink [ʃriŋk] v.收缩；萎缩；缩水18. washing [`wɔ:ʃɪŋ]n 洗涤；水洗 19. dry-cleaning [drai - kli:nɪŋ] n干洗 20. ironing [`aɪənɪŋ] n 熨烫 21. mending [`mendɪŋ; `mɛndɪŋ] n 缝补 22. hand-washing [hænd-` wɔ:ʃɪŋ]n 手洗

Sentences for Imitation: Inquiring 1. Housekeeping. May I help you?2. Excuse me． Have you any laundry ？3. Is this for express laundry service ?Requirements1.Will the color run in the wash ？2. I want my silk blouse dry –clean .3. I will have my tie expressed .5. I'd like this sweater to be washed by hand in cold water．

Sentences for Imitation: Information about laundry1. Dry cleaning usually takes three days. 2. There’s an extra charge of 10% for quick service. 3. The delivery is free of charge. 4. If you have any ， please just leave it in the laundry bag behind the bathr

oom door .The laundry man is here to collect it．Apologizing 1. Please let me apologize. We are responsible for the damage. 2. We can refund you ten times the price we charged you for laundering it.2. I ’m sorry for the mistake, sir.

Knowledge Tips


Practical Training

C ： Good morning ， can I help you ？M ： Would you please send someone up for my ， please ？ Room 1012 ，

White.C ： Certainly ， Mrs White. A will be up in a few minutes.M: I have a silk skirt ， which I don't think is . Will the color run in the wash ？C ： We'll the skirt. Then the color won't run.M ： You're sure ？ Good！ And the lining of my husband's jacket has come unstitche

d. It might tear over further while being washed.C ： Don't worry ， madam. We'll it before washing.M ： That's fine. Now ， when can I have my laundry back ？C ： Usually it takes one day to have laundry done. All will be made before

6 ： 00 p.m. And we also have service.M ： I'd have the express because I'm going to a party this evening. How soon will they

be done ？C ： It only takes 3 hours.M ： What is the difference in price ？C ： We charge 50% more for express ， but it only takes 3 hours.M ： Well ， thank you. Oh ， I think your valet is at the door.C ： Please feel free to ask him anything. Also ， please refer to your laundry for

further information. Thank you for calling and have a nice day.

laundry

valet

colorfastDry-clean

stitch

deliveriesexpress

list


Situation 1: The room attendant (RA) brings back the cleaned clothes and return the gold coin discovered in the guest’s jacket. Mrs Bellow (M) expresses her thanks and gratitude to the room attendant.

Situation 2: A guest wants to know some information about the laundry service items and he has different demands to the different kinds of clothes. The Housemaid provides explanation about the service items.

Practical Training


Practical Training

( Room Attendant=RA Mrs Bellow=M )RA: Excuse me, sir and madam. Your clothes are ready .Will you see if they are all right?Mrs Bellow (M): Very good.RA: Here they are. A silk dress. (Handing out the closes one by one) And a pair of gloves. And a skirt. And a jacket…And a man’s suit.M: Oh, how nice! The stain in my skirt has all been removed and the skirt looks just like a new one. Y

our laundry staff are really wonderful!RA: By the way, a button came off your dress and laundryman has sewed on a new button for you.M: A million thanks. Your hotel’s laundry service is excellent.RA: Thank you, madam.. One more thing, we found a gold coin in the jacket you sent to the laundry.M: Really? I bought a beautiful panda coin for my parents the other day, but I lost it yesterday. We loo

ked and looked, and thought we’d never find it again.RA: (Taking out the souvenir coin) No worry. Here you are, Mrs Bellow.M: Oh, that’s the very coin! Thank you from the bottom of my heart.RA: Don’t mention it. It is our pleasure to serve our guests.M: That’s very kind of you .I will tell all our friends about your hotel and your excellent service and

honesty .We’ll always remember what you have done for us.Mr Bellow (B): (Taking out some money) This is for you.RA: We’ve done what we are glad to do, but we don’t take tips. Thank you anyway, Mr and Mrs Bello

w.

Situation 1.


Situation 2. ( Housemaid=H Guest=G )H: Good morning, Mr. Young. I’m here to collect your laundry.G: Thank you. I have some dirty clothes. But I can’t find the laundry bag.H: It’s behind the bathroom door.G: Yes, I got it.H: How would you like to do them? All are to be dry-cleaned?G: Only the suit and the shirt are to be dry-cleaned. And please have the white shirt collar and the cuffs starched, but not too stiff.H: Any other special requests?G: Oh, yes. There are some stains on my overcoat. Hope you can remove them.H: Let me see. I’ll try, but I’m not sure.G: By the way, a button on the white shirt was lost. Please sew a new one on. That’s all.H: Would you please fill in the laundry list?(One minute later)G: OK. Then when can I get them back?H: It’s just 8:30 now. So they’ll be delivered to your room before evening.G: That’s good. Thank you.H: Have a nice day.

Practical Training

III. Mach the English words and phrases on the left column with those in Chinese on the right ( answer )

Practical Training

1) ironing board 熨烫板 2) dryer 烘干机3) detergent 洗衣粉4) hanger 衣架5) laundry cart 洗衣推车6) a laundry worker 洗衣工7) laundry room 洗衣房8) iron 熨斗9) washing machine 洗衣机10) turkish towel 浴巾

VI. Complete the following dialogue according to the Chinese in brackets and then read it in roles.

H: 1_______________________( 房务部 ) 。 Can I help you?G: Hello. Yes, I hope so. 2________________________ . ( 我有一件衣服需要干洗 ). I split some wine on it and I need to wear it this evening.H: Mm, we can have it dry cleaned and 3________________________( 一小时后给您送去 ). Is that early enough, madam?G: Oh, yes, we are not leaving until 7:30.H: I’ll send some one up in next five minutes to 4________________________( 来取衣服 ), madam.G: Thank you. Oh, by the way, 5________________________( 你们有洗熨服务吗 )?H: Yes, madam.G: Well, could your person also pick up our laundry while he’s here?H: Certainly, madam.G: Could you tell me 6________________________ ( 你能告诉我每件收多少钱吗 )?H: Well, it’s probably simpler if you look in the folder in your room. It includes a price schedule, madam.G: Thank you, I’ll do that and if you could have the laundry picked up I’d be obliged.H: I’ll do that, madam. Goodbye.G: Goodbye.

Practical Training

Housekeeping I have a dress that needs dry cleaning

back to you in one hour

pick up the dress

do you also deal with laundry ？

how much per item you charge?


1. 如果您有衣服要洗，请放在浴室门后的洗衣袋里。2. 如果你们洗衣时损坏了衣服怎么办？3 .如果是这样，饭店当然应该赔偿。4. 请问，你们能派人来收要洗的衣服吗？5. 我何时能取回洗的衣服呢？6. 不过，您是要快洗服务还是当日取？

Practical Training

Practical Training


1.If you have any laundry ， please just leave it in the laundry bag behind the bathroom door．

2.What if there is any laundry damage ？

3.In such a case ， the hotel should certainly pay for it．

4.Could you send someone up for my laundry ， please ？

5.When can I have my laundry back ？

6. But would you like express service or same-day ？

●Be familiar with the miscellaneous service in a hotel. ●How to offer a good miscellaneous service

●Discuss some specific work in a hotel

Basic Procedures

Chapter 14 Miscellaneous Service


Introduction to the emergency.

When people are caught in a hotel fire, it can be even more disorienting than at home,because they are in unfamiliar surroundings, often asleep. In 1980, a fire at the 26-story MGMGrand Hotel in Las Vegas killed 85 people. A few months later, a fire at the Las Vegas Hilton killed eight more. A 1993 fire at Chicago's residential Paxton Hotel killed 20 people. It is quite common that guests are hit by a sudden illness. To offer an immediate help is essential for hotel staff.

▲ Background information

Dealing with Emergency

▲ Background information

It is quite common that guests are hit by a sudden illness. To offer an immediate help is essential for hotel staff.

Hotel Fire Safety Facilities

Fire Sprinkler

Exit Smoke Detection Emergency Light

Disabled Fire Exit ABC Powder Ident Break Glass To Release Door

Knowing How to Deal with Emergencies

The work staff in a hotel are rehearsing how to escape from a fire accident .

A housekeeping clerk is demonstrating

how to deal with an emergency .

Content

Dialogues


Knowledge Tips

Practical Training

Dialogue 1 Asking for baby-sitting service

FA=Floor Attendant M=Madam M ： Attendant ， will you please do me a favor ？FA ： Certainly ， madam. We're glad to do it if we can.M ： My husband and I want to go to a party this evening. So ， can you look after the baby for us ？ It's only till midnight.FA ： I see ， madam. But I'm sorry I can't do that for you. It's against our hotel regulations for me to do it ， as attendants can't do their jobs and look after children properly at the same time.M ： What shall I do then ？FA ： Don't worry ， ma'am. We have a very good baby-sitting service in our hotel. The sitters are well-educated and reliable. It's run by the Housekeeping Department.M ： That's great. Can you get in touch with one of them for me ？FA ： I will arrange it for you at once ， madam.M ： Do you know the terms ？FA ： It's 10 Yuan an hour ， for a minimum of 4 hours.M ： That's reasonable.FA ：（ 10 minutes later ， she returns to Mrs White's room ） Excuse me ， madam. May I

ask you to sign this confirmation form ？ Thank you. I hope I haven't disturbed you.M ： Not at all.　　（ Signing the form ）FA ： Thank you ， madam. Good night and have a pleasant evening.

Dialogue 2

(RA=Room Attendant S=Mr Smith) S: Room attendant, can you come here, please?RA: Yes, madam. What can I do for you?S: My husband has slipped in the bathroom. His nose is bleeding and he cannot stand up.RA: How unfortunate! Don't worry, Mrs. Smith. Leave it to me. (He rushes into the bathroom.)Mr. Smith, just lean on me and I'll help you to bed.S: Go slowly.RA: Mr. Smith, let me pinch your nose to stop the bleeding. (soon the nose stops bleeding.)M: Oh, my goodness!RA: Mrs. Smith, bring a towel and wash Mr. Smith's face, please. Mr. Smith, please don't blow your nose, otherwise it will bleed again. Do you feel better in this position?M: Yes, but my left knee is really aching.RA: Everything will be all right, Mr. Smith. I'll send for the doctor. Just relax. (The doctor confirms it is a minor injury with no fracture or concussion.) M: It is lucky I haven't broken my leg. I am going to Guilin to see the beautiful scenery there.RA: Sure, Mr. Smith, but all you have to do now is to take a good rest in your room. I hope you'll feel better soon.M: It's very kind of you. Thank you ever so much.RA: My pleasure.

Dealing with Emergency

Dialogue 3

Scene: Mr. Bellow asks for a help for his stomachache.

( Floor Service Attendant=FA B=Mr Bellow Doctor= D )FA: Good evening ! Can I help you sir ? B: I have a bad stomachache , maybe I had too much drinking this evening.FA: Shall I call a doctor for you ? B: Yes, thank you.FA: Okay, May I have your room number . please ? B: Room 2156 .FA: I see. You’d better lie down for a while before the doctor’s arrival. B: Ok, thank you( After a few minutes later. The doctor arrives ) D: How are you felling now ? B: Oh, I feel still bad enough. D: What did you eat this evening ? B: seafood, perhaps I had too much cold drinking. D: I see now. I will give you some medicine . take it, and you’ll soon get better. B: Thank you doctor.

Asking for A Doctor

Dialogue 4 (O = Operator ， W = Mr White )O ： This is the operator. May I help you ？W ： I'm leaving for Britain tomorrow morning. Will you please give me a call in the morning ？O ： Certainly ， sir. What's your room number ？W ： 1108.O ： At what time ？W ： At around 7 ： 00 a.m……O ： We have a computer wake-up service. Please dial 5 first and then the time. For 7 ： 00 a.m. press 5 and then 0700 for the time. There must be five digits in the final number.W ： 5-0700 ， I see.O ： That's right ， sir. Our computer will record the time and your room number.W ： Thank you.O ： You're welcome ， sir. Have a good sleep.

A Morning Call


1. fix [fiks] v. 修理2. flush [flʌʃ] n. 脸红激动兴奋 v. 变红发红3. clogged [klɔgd] adj. 阻塞的4. drip [drip] v.滴下 n. 液滴5. plumber [`plʌmə ； ` plʌmɚ]n铅管工；水暖工6. midnight [`midnait ； ` mɪd ， naɪt] n. 午夜子夜7. regulation [,reɡju`leiʃən ；， rɛɡjə`leʃən] n. 控制调节8. reliable [ri`laiəbl] adj. 可靠的；可信赖的9. minimum [`miniməm ； ` mɪnəməm]n 最小量；最低限度10. deal with 处理，对付，应付11. emergency [i`mə:dʒənsi] n. 紧急情况12. injured [`indʒərd] a. 受伤的 13. slip [slip] n滑动；失足 v. 滑，滑倒


14. bleed [bli:d ； blid] v. 流血 15. unfortunate [ʌn`fɔ:tʃənɪt] a. 不幸的16. lean [li:n ； lin] v. 靠着，斜17. pinch [pintʃ] v. 捏住，按住 18. ache [eik ； ek] n. & v.疼痛，发　19. relax [ri`læks] v. 放松20. confirm [kən`fə:m] v. 确信，确定　21. minor [`mainə] adj. 较小的22. injury [`indʒəri] n. 伤害 23. fracture [`fræktʃə] n. 骨折，断裂24. concussion [kən`kʌʃən] 　 n. 震荡，冲动 25. dizzy [`dizi] adj. 晕，头晕的


Inquiring to the customer 1. Do you need some aspirin /painkillers /bandages /plasters /sleeping pills?2. Do you think it is necessary for me to send for a doctor?Requiring 1. Attendant ， will you please do me a favor ？2. That's great. Can you get in touch with one of them for me ？3. Room attendant, can you come here, please?4. Will you please give me a call in the morning ？


Offering service1. We provide guests with the laundry service, baby-sitting service, 24-hour room service and morning call service. 2 . We will do our utmost to find the missing things.3. I will send it right up to your room.4. But our housekeeping Department has a very good baby-sitting service. Apologizing 1. Mr Bellow, we are sorry to have kept you waiting.2. Sorry, Wait for a moment, please ,We’ll do it right for you

叫早是客人拨通总机电话，说出叫醒时间，值班员用笔作记录，到时间后拨通客人电话叫醒客人或值班人员输入交换机电脑，由交换机来拨号叫醒。最新的叫早系统是指系统在预定的时间拨通预定分机，在得到应答后播放预先录制的语音文件。叫早系统则能够帮助酒店提供更优质的服务，树立良好的形象，从而大大提高了其竞争力。

Knowledge Tips

Morning Call 叫早


Practical Training

RA: Good morning, Mrs Bellow. you (Marking way for her to pass through the entrance)M: Good morning. Oh, Will you do me a ?RA: Yes, Mrs Bellow. I’m always at your .M: Can you give me an table and lend me a ? My husband and I hav

e to write and copy a lot of things today.RA: I understand, Mrs Bellow. I’ll bring you a table right away. And there are some type

writers on at the Business .M: By the way, I wish the mattress were not so thin. I can feel all the springs in the mattr

ess I use.RA: Oh, I’m sorry for that. I’ll get another mattress, Mrs Bellow. I do wish we ha

d known earlierM: So kind. Thank you very much.RA: Sorry to have kept your waiting, Mrs Bellow. Here you are .

After

favorservice

extra typewriter

loan center

awfully


Situation 1: A guest suddenly feels uncomfortable when he stays in the room, so he called the Floor Attendant to provide the service. The Floor Attendant comes to his room at once and connect the doctor to care of the sick guest.Situation 2: A guest lost some properties in the hotel’s room, and worries about it very much. meanwhile, the housekeeper connects the room attendant to provide service and help. Please make a dialogue according to each role.

Practical Training


Practical Training

A Sick GuestFA ： I'm sorry to hear that you are not feeling well. What's the matter ， Mr Jack ？J ： I didn't sleep well last night. I have got a bad cold and feel a little dizzy.FA ： Shall I send for a doctor ？J ： No ， thank you. I've just taken some medicine for colds.FA ： Take it easy ， Mr Jack. If you drink plenty of water and have some rest ， I think you will feel better soon. Do you want to have something for your breakfast, Mr Jack ？J ： Yes ， I am a little hungry. Just get me a glass of juice and two slices of buttered toast.FA ： All right ， sir. Just wait a minute. I'll call the Room Service Section. They'll bring your brea

kfast to you right away.　　（ after a while ）W ： Room service ， may I come in ？J ： Come in ， please.W ： Here is your juice and toast ， sir. Is there anything else I can do for you ？J ： Oh ， no ， thank you. （ turning to the FA ）。 Is the post office open now ？FA ： I think so. Please mail these letters for me ， will you ？ Here is money for the stamps.FA ： Yes ， of course. J ： Thank you. You are very kind.FA ： You're most welcome. I'm happy I am able to help. And wish you be well soon.

Situation 1.


Situation 2. Lost and Found (G: Guest A: Floor attendant H: Housekeeper)G: Excuse me, I lost some properties. How can I report the loss?A: I’ll help you contact with the Housekeeping. They can help you.G: Thanks.(Several minuets later)H: May I help you, madam?G: Yes, I’m Jennifer in Room 1210. I lost my suitcase.H: I’m sorry to hear that. But could you give me some details about your suitcase? Such as the make, the color, and the articles in it.G: Of course. It’s a canvas one with a golden LV logo. What is more important is that my passport is in it.H: Do you still remember when and where you last used it?G: Uh, in the western restaurant, I think.H: OK. Would you please fill in the Lost-and-Found Registration Form? I will call the western restaurant to see if they’ve found your suitcase. We’ll do our best to look for it. Please don’t worry.(One hour later)H: Good afternoon, is that Jennifer?G: Speaking, please.H: This is housekeeping. We have found your suitcase.G: Really? How wonderful! Where was it?H: In the Ladies’ at the restaurant. Could you come down to our office at the 8th floor?H: Great, in one minute. Many thanks.

Practical Training


Practical Training

1 Fire Caution a. 当心火灾 2 Emergency Exit b. 紧急出口 3 Fire Extinguisher c. 灭火器 4 Fire Hose Reel d . 消防栓 5 Do Not Disturb e. 请勿打扰 6 Wet Floor f. 小心地滑


Housekeeping: Good evening, Guest Room Services. Can I help you?Guest: Yes, It’s Mr Williams here. Room 819. I was wondering if you have1______________ (保险箱 )I could use?Housekeeping: Yes, sir. We have 2_____________( 两种规格 ) of safety deposit box available to our guests. One is suitable for suitcases, and the other is suitable for 3______________ ( 公文包 ) and other small items. Guest: Fine. I have a 4_____________ (手提电脑 ) that needs storing. Could I store it in one of your safety deposit boxes and then pick it up when I return to Hong Kong next week?Housekeeping: Are you staying at the hotel when you return, sir?Guest: Oh, yes, 5__________________________ ( 我预订了下星期六的房间 )Housekeeping: 6_______________( 那样的话 ), sir, there’s no problem. If you go to the front desk, I shall tell them what you want to do, sir.Guest: Thank you ever so much.Housekeeping: You’re welcome, sir.

Practical Training

a deposit box two sizes

briefcases a laptop computer

I have a reservation for next Saturday In that case


１．收音机闹钟坏掉了。可以请人过来修理一下吗？２．我会请电工过去修理冷气。３．您希望保姆几点到您的房间？４．我们客房部有不错的托婴服务。 5．有一位客人在出电梯的时候失足摔倒了。 6．一名客人把东西送到失物招领处了。

Practical Training

Practical Training


1.The alarm clock radio is not working. Could you send someone to repair it?

2. I will send an electrician to fix your air conditioner. 3. At what time would you like the babysitter to come to your room?４ .Our Housekeeping Department has very good baby sitting service. 5. One of the guests tripped and fell down when he was getting off the

elevator. 6. One of the guests turned it in to the lost-and-found.

● the maintenance service in a hotel.● offer a good maintenance service.● describe facilities in the rooms.

Basic Procedures

Chapter 15 Maintenance Service

Background Information酒店工程部修理工岗位职责

1. 严格遵守酒店制定的《员工手册》，热爱本职工作，认真学习专业知识，熟悉设备性能及系统情况，判断故障快速准确，处理迅速及时。 2 每班的值勤人员负责常用耗材的清点，发现不足要及时补充。 3 严格遵守操作规程，正确使用手动和电动工具，发现问题及时调整修理。不能修复的必须报告部门经理，对各类工具设备做到勤保养和妥善保管。 4 树立强烈的酒店意识，文明维修，酒店至上，工作时尽量不影响客人，公共场所施工必要时加设围栏，在客房使用如冲击电钻等强噪音的工具，必须严格遵守时间规定，严格按计划时间施工。自觉做好施工场地的收尾工作，以保证酒店的环境优美。 5 对来人来电报修及时登记，维修要迅速，及时，维修完立即返回班组待命，并认真填写维修换件。

Content

Dialogues


Knowledge Tips

Practical Training

Dialogue 1 Introduction on Certain Facilities in the Room.

Scene: The floor attendant shows how to use the facilities in their room ( FA=Floor Attendant Mr Bellow=B M=Mrs Bello

w )

FA: (Graciously) Mr. and Mrs. Bellow, here is the light switch, the temperature adjuster, the wardrobe and mini-bar. Here is our hotel's Information Service Booklet. It gives you an idea about our services and facilities.

B: Wonderful! Thank you.FA: The panel on the night stands controls different devices in t

he room. The door leads to the bathroom, and there is a laundry bag in the wardrobe. The hot water supply is round the clock. And there are two sockets in the bathroom, for 110 V and 220 V respectively. The voltage here is much higher than that in the States.

Dialogue 1 Introduction on Certain Facilities in the Room.

Scene: The floor attendant shows how to use the facilities in their room

B: Oh, I can use my electric shaver. And I feel like taking a bath

to freshen up after a tiring transoceanic flight. FA: Is there anything I can do before I leave the room?M: You've made us feel very welcome. By the way, is the tap

water drinkable?FA: Oh, Mr. and Mrs. Bellow, please don't drink the tap water,

there is boiled drinking in the thermos bottle and cold drinking water in the carafe. If you need anything please dial 8 or press the button over there.

B: Thank you very much.FA: You are always welcome. I hope you will enjoy your stay

with us.

Dialogue 2

Scene : Mrs Smith asks for FL to solve the problem on the washing machine.

Repairing the Washing Machine

( B=Mrs Smith E= Electrician ) B: Good morning! I’d like to ask some help from maintenance department. E: Good morning. I understand that you've got a problem with your washing machine. I'm from the repair section. B: Excellent! Come in please. The washing machine is in the bathroom. E: When did it first break down? B: Ah, it is about one hour ago. E: Ok, don’t worry about it. Let me have a look at it. B: Yes, this way, please. E: OK. I'll start by looking at the motor. You'd better go to sit down. This could take a while. B: Is there anything serious? I am often absent-minded and not attention to it. E: There is not the serious problem, I just need to repair the electric facilities and it will work well at once. B: That’s fine.(5 minutes later, the electrician finished the repairing.) E: It’s ok, please fill a feedback form for me. Thank you! B: Welcome!

Dialogue 3

(A=Guest B=hotel employee P=plumber )A ： Housekeeping. What can I do for you?B ： Yes, there seems to be something wrong with the toilet．A ： I am sorry to hear that. We'll have someone to fix it for you right away．What's your room number, please?B ： 3103A: 3103, Mr. Smith, am I right? Don't worry. Our worker will arrive in a moment.A: Right, thank you.(Three minutes later, there is a knock on the door.)P ： May I come in?B ： Come in.A ： The toilet is not working well, is it, Mr. Smith?B ： No, it isn't. The toilet doesn't flush.A ： Let me see. Oh, it's clogged…It's all right now. You may try it.B ： Yes, it's working now. Thank you. A ： You're welcome. Anything else?B ： The water tap drips all night long. I can hardly sleep. A ： I'm very sorry, sir． Some part needs to be replaced. I will be back soon．

Something wrong with the toilet


1．maintenance [` meintinəns;`mentənəns] n保持；维持；赡养赡养费2． facility [ fə` siliti ]v 使（某人）容易或减少困难3． refuse [`refju ： s ； rɪ`fjuz ] n废料；废物；垃圾 v拒绝4． repairman [ ri`peəmæn ； rɪ`pɛr ， mæn] n修理工5. shower [`ʃauə ； `ʃaʊɚ ]n淋浴设备；喷头6. control [kən`trəul ； kən`troll]n能力；权力 v控制7. handle[`hændl]n柄；把；把手8. demonstrate[`demənstreit ； ` dɛmən ， stret ] v证明；论证9. duplicate[ ‘dju:plikit ； US`djupləkɪt ] v 复制10. absent-minded[`æbsənt ， maɪndɪd ] a心不在焉的11. wobbly [` wɔbli ] a摆动的；摇动的；震颤的12. electrician [ilek`triʃən ； lɛk`trɪʃən ] n 电工13. knock [nɔk ； nɑk] v 敲；打 n敲打某物出声14. flush [flʌʃ] v冲洗15. clogged [klɔgd] adj. 阻塞的16. tap [tæp] n 龙头17. drips [drips] n. 液滴


Guests’ calling for help 1. Something has gone wrong with the TV. I need a repair-person to fix it.2. The alarm clock radio in my room is not working.3. The water is running in the bathroom.4. The faucet in my room cannot be turned on.5. My toilet is stopped up.


Responding to the guests’ calls 1. I’ll ask the room attendant to put in a new bulb immediately and see if

that solves the problem.2. I will send an electrician to fix your air conditioner.3. I will ask the maid to mend or change the drapes.4. I’ll ask the room attendant to put in a new bulb immediately and see if

that solves the problem.5. We'll have someone to fix it for you right away.Apologizing 1. I ’m sorry , but we can’t fix it today.2. We so apologize for the inconvenience .3. We guarantee that this won’t happen again.

Knowledge Tips

A plan to do maintenance work in the future is usually of two types and that is scheduled maintenance and preventive maintenance. Scheduled maintenance is that type of work that requires longer durations to complete, planning of manpower and tools and materials required, co-ordination with other trades and possibly outside contractors.


Practical Training

Housekeeping: Good afternoon. Housekeeping. May I help you?Guest: Yes. I’ve just come back after three hours to find three hours to find that my room is in the same as I left it in. The room hasn’t been , the bed hasn’t been made, and there are not towels in the bathroom. I was planning to have an afternoon sleep, but now I can’t because your will have to come in and clean. It’s just not good enough.

Housekeeping: I’m very sorry, madam. I’ll make sure the room cleans your room .Which room are you in, madam?Guest: 706. How long will it take?Housekeeping: About twenty minutes, madam.Guest: Oh, well, I I’ll have to wait, then.Housekeeping: May we offer you a drink in the coffee in the coffee shop while you’re waiting, madam?Guest: Yes, thank you.

cleaned

fresh staff

right away

suppose complimentary

state

attendant

II. Make a dialogue according to the situations

Situation: Mrs Smith (S), a newly arrived guest, calls the room attendant to solve the mini-bar problems, and the room attendant comes to her room to provide help.

Practical Training


Practical Training

( Room Attendant=RA Mrs Smith=s )

RA: Good morning, madam. What can I do for you?S: My husband and I occupy this room and our children are in Room 1211. We don’t wa

nt any liquor in their room. The children might be tempted to sample same spirits in the mini-bar, and they’re really too young. Could you clear the fridge of all the spirits?RA: Certainly. Should I leave the soft drinks and the nuts and shrimp crackers?S: Fine. But the beer should be removed. I don’t mind them drinking juices, because it’s

good for them. But remove the cokes and 7-Ups, too.RA: What kinds of juice do they like to drink?S: Tomato juice and pineapple juice.RA: How many of each shall I place in daily?S: Four tomato juices and two pineapples. Is the tap water safe to drink?RA: No, I’m afraid not. But the water in the mini-jar is perfectly safe.S: I see. By the way, I have some medication that has to stay cool. When I put it in the mini-bar in our room, I found it doesn’t keep cold.RA: I’m sorry. I’ll get you an electrician. Please wait a moment.


Practical Training

1 Maintenance working a 维修工作 2 sponge mop b 海绵拖把 3 vacuum cleaner c 吸尘器 4 protective gloves d 防护手套 5 ladder e 梯子 6 refuse bag f 垃圾袋 7 brush g 刷子 8 closestool h 马桶 9 hair drier i 吹风机10 air fresher g 空气清新剂

Practical Training


H : Good morning. Housekeeping. Can I help you?G : （我当然希望是这样的） I’m very annoyed.H : What seems to be the problem, sir?G : The air-conditioner in my room isn’t working and ________________________________________________ （下面的地板上有一大摊水） H ： I see. Which room are you in, sir?G: 1208. And, what’s more, I’ve just tried to turn the television on and it doesn’t seem to work. And ( 据我看 ),the video’s not working, H: Mm. Have you put your ( 电子房卡） in the slot by the door sir?G: What?H: Well, sir, electrical appliances in the room don’t work unless you put the card in the slot.

I certainly hope so

there’s a large pool of water on the floor under it .

as far as I can see

electronic key card

G : Oh, I see, well, why doesn’t it say on the card? And ______________________________________ .

( 为什么接待处没有人告诉我） ? And… why is there a pool of water under the air-con?Housekeeping: I’m terribly sorry, sir. _________________________________________________

（我马上派工程师来检查空调 ).G: If you could, please. Thank you.Housekeeping: Thank you, sir.

why didn’t anybody in reception tell me this?

I’ll send an engineer straight up to have a look at the conditioner


1. 我的手表坏了，请问上哪儿可以修理？2. 领班正向新的服务员演示如何打扫房间。3. 请给孩子们房间里的小冰箱多补充些水果吧，因为那对他们有好处。4. 直到水龙头修好，贝罗夫人才能冲个淋浴。5. 孩子们太小了，还不能喝酒。6. 我房间里的电视坏了 , 你什么时候派人来修理 ?7. 浴室的灯泡坏了 , 你能派人帮我换一个吗 ?8. 我们房间里的浴盆堵塞。

Practical Training

Practical Training


1.There’s something wrong with my watch. Could you tell me where I can get it repaired?2.The captain is showing the new room attendants how to clean the guest rooms.3.Please place some more juice in the minibar in the room where the children are staying, because that is good for them.4.Mrs. Bellow couldn’t take a shower until the shower control was repaired.5.The children are too young to drink wine.6. The television in my room is out of order. When can you send someone to repair it?7. The light bulb in the bathroom is broken. Could you send someone to replace it for me?8.The drain of our bidet is stopped up.

● A Reservation Call● Refusing a Reservation ● Cancel a Reservation

Basic Procedures

Chapter 16 Reservation Service


Food and beverage service is a major factor in hotel operation. There

are a number of different areas offering a variety of meals and services all

within a hotel--- the restaurant, grill room, different bars, cafeteria and

coffee shop as well as room service, lounge service and banqueting.

Content

Dialogues


Knowledge Tips

Practical Training

Dialogue 1 A Call Reservation

（ H= Mr. Hill R= restaurant receptionist ）

R: Good morning, Harbor View Restaurant, Can I help you?

H: What time do you open in the evening?

R: We open at 5:00, Sir, and we take the last orders at 10:00 pm.

H: Good. I’d like to reserve a table for four people tomorrow evening. And I need a

private room.

R: All right, sir. What time would you like to come, sir?

H: Around 6:30.

R: Fine. I’ll reserve a table for four at 6:30, sir. May I have your name, please?

H: Hill. H-I-L-L.

R: Thank you, Mr. Hill.

Dialogue 1 A Call Reservation（ H= Mr. Hill R= restaurant receptionis

t ）

H: Oh, is there any chance of a room with a harbor view? We love the Shanghai

harbor view. One more thing, as it is my wife’s birthday, I want it to be a

celebration.

R: Ok, We have had such bookings before. Do you have any special requirements

for the celebration?

H: No. Thank you.

R: So, Mr. Hill, we look forward to having you with us tomorrow evening in Room

8318 at 6:30.

H: That’s great. Thank you.

R: Thank you for calling us. Good-bye.

Dialogue 2

( R= restaurant receptionist W= Mr. White ）

R: Hello, Oriental Restaurant. What can I do for you?

W: Hello. I’d like to reserve a table for six this evening.

R: Would you like a table in the main restaurant or in a private room, sir?

W: In a private room, please.

R: Sorry, sir. But the private rooms are all fully booked. What about a table by

the window in the main restaurant?

W: No, thanks. The main restaurant is always noisy.

R: What about tomorrow evening? I can reserve a private room with a nice river

view for you.

Refusing a Reservation

Dialogue 2

( R= restaurant receptionist W= Mr. White ）

W: Thank you for your kindness. But it’s an important dinner unable to change the date. R: Then you can try other restaurants. Thank you for calling us. We’re expecting you next time.W: Thank you. Bye-bye.R: Good-bye. Have a good day.

Refusing a Reservation

Dialogue 3

( R= Restaurant Receptionist F= Mr. Frank)

R: Good afternoon, Advance Reservation. Can I help you? F: I’d like to cancel a reservation. R: What’s the date for your reservation? F: It’s 6:30 pm this evening. R: And could you please tell me in whose name was the reservation made?F: The reservation was under Cao.R: That’s OK. But is the reservation for yourself or for another party?F: For my boss. R: Well, May I have your name and phone number, please?F: Yes, it’s William Frank. My phone number is 234-8756.R: Thank you. We’ll cancel Mr. Cao’s reservation for 6:30pm today. We look forward to another chance to serve you.F: Thank you. R: It’s my pleasure. Good-bye.

Cancel a Reservation

Dialogue 4

( H: Restaurant Hostess A: Guest A B: Guest B)

H: Good evening, ladies. Welcome to our restaurant. Do you have a reservation, Ma’am?A: Yeah, we have a reservation under Mr. Zhang for six people.H: OK. Is it in Huacui room?B: Yeah, that’s it.H: It’s in the third floor. This way, please. A: Excuse me, is the Huacui room with a washing room?H: Yeah, it has a washing room. … We’re here, Ma’am.A: Thank you.H: You’re welcome. Take your seats, please. Help yourselves with some fruits. … Here’s your tea, please.B: Thank you. May we have the menu?H: Sure. Here’s the menu for you, Ma’am. Would you like to take orders now?A: We’d like to have a look at the menu while waiting for the other four.H: OK. I’ll return for your order in a few minutes.B: That’s OK.

Receiving the Dinner

Dialogue 5

(H=Headwaiter A=Guest A B=Guest B C=Guest C)

H: Good evening, ladies and gentlemen. Welcome to our restaurant.

A: Do you have a table for four?

H: Have you made a reservation, sir?

A: I’m afraid not.

H: I’m sorry to say that we don’t have a vacant table at the moment. Would

you please have a seat in the waiting room for a few minutes? One table

over there is almost ready. I’ll call you then. May I have your name, sir?

A: Yes, Adams.

H: Thank you, Mr. Adams. This way, please.

Receiving Walk-in Guests

Dialogue 5

(H=Headwaiter A=Guest A B=Guest B C=Guest C)

(Leading them to the waiting room) (Five minutes later) Sorry to have kept you waiting, ladies and gentlemen. We can seat your party now. Would you step this way, please? (Once in the dining hall again, Guest B (B) catches sight of a table by the window.)B: Can we sit there, waiter?C: Oh, that table must have been reserved. Look, there’s a sign on it.H: Yes, you are right, sir. If you want that one tomorrow, I’ll have it reserved for you. Would you try this table at present?C: OK.H: Take your seats, ladies and gentlemen. Here’s the menu. I’ll return in a few minutes to take your order back.

Receiving Walk-in Guests

Dialogue 6 (H=Headwaiter B=Guest B

No Empty Seats

H: Good afternoon, ladies. Welcome to our restaurant. G: Do you have a table for five now?H: Have you had a reservation?G: No, I’m afraid not. H: Sorry, but the restaurant is full now. Would you mind waiting until one is free.

There will be a wait of about 15 minutes. May I have your name, Ma’am?G: Yes, Sally Winston. H: Ms. Winston, would you like to have a drink in the lounge while you are

waiting?G: That’s a great idea.(15 minutes later)H: I think we can seat your party now, Ms. Winston.G: That’s good.H: Please come this way. Will this table be OK?G: Yes, really nice.H: Here is menu. I’ll return in several minutes to take your order .


1. harbor ['hɑ:bə] n. 港 ,避难所 vt. 庇护 ,隐藏 ,2. reserve [ri'zə:v] vt. 预定 n. 预备品 ,贮存 , 预备舍 , 3. private ['praivit] a 私人的，私有的4.celebration. [seli'breiʃən] ] n 庆祝 ,庆祝会 ;典礼 5. requirements [ri'kwaiəmənt] n 需要 , 要求6. oriental [ɔ:ri'entl] a. 东方诸国的 ,亚洲的 ,东方的； n. 东方人 ,亚洲人7. main restaurant ['restərənt] n 大厅8. cancel ['kænsl] vt. 取消 ,删去 ,抵销 ,盖销9. menu ['menju:] n. 菜单 ;菜单 , 项目单 ,选择单10. vacant ['veikənt] a 空的 ,空白的 ,空闲的 ,茫然的 ,空缺的11. lounge [laundʒ] n休息室12. private room 包间13 .room with harbor view 港景房14. room with river view 河景房15. vacant table 空桌16. waiting room 候餐室17. take order 点餐

Sentences for Imitation: 1. You could sit where you’d like. 您可以随便坐在哪儿。2. We have a window table reserved for you. 我们为您保留了一张窗边的桌子。3. Is this table fine with you? 您觉得这张桌子怎么样？4. I’m sorry, sir. The table by the window has been reserved. 对不起，先生。窗边

的那张桌子已有人预定了。5. I’m afraid there is no table free at the moment. 目前恐怕没有空位了。6. We have already received many bookings and though I can’t guarantee anything,

please be assured that we’ll try our best. I hope you’ll understand. 我们已接到许多

预订，因而我无法向您保证。但是请放心，我们将千方百计为您尽力。希望理解。7. We look forward to having you with us tonight. 我们期待您今晚大驾光临。8. I think we can seat your party now. 我想现在可以安排你们就坐了。

Knowledge Tips

电话订餐注意事项：1. 订餐时尽可能详细叙述您的订餐需求，以便工作人员能够快速准确的提供您最适合的聚餐方案。2. 订餐时请留下您真实正确的联系方式，方便工作人员及时有效的与您取得联系，3. 请及早预定您的聚餐，以便工作人员有充裕的时间给您最满意的答复。会议订餐方法及注意事项：1. 及早预订，为确保订餐之供应无误，通常在预订会议时同时附加订餐意向。 2. 如不合适应该提前两天对你的订餐要求、标准任意修改。3. 餐费同会议费一同交付。 4. 提前确认无误你的订餐范围、起送份数及用餐时间 ( 订餐时间目前包括早餐、午餐和晚餐 ) 。


Practical Training

（ R=Restaurant Receptionist W=Mr. Wang ） R: Sea Star Restaurant._________________?

W: I’d like to ________________ ___for tonight, a table for six, please.

R: What time, madam?

W: Around 7.

R: May I have your name?

W: Linda London. of a table by __________?

R: I’m not sure, because we’ve __________________. But I’ll try best.

W: Thanks a lot.

R: Could you please leave your _______________________?

W: 13862928166.

R: Thank you, Ms. Linda. We _________________having you _______.

Can I help you

make a reservation

Any chance the window

got many books

your telephone number

look forward to with us

II. Make up dialogues according to the situations

Practical Training

Situation 1: It’s now 10 o’clock am. You, a restaurant reception manager, receive a

reservation call. The guest asks about the opening hours and hopes to reserve a

table for 4 this evening. His name is William Johnson.

Situation 2: Two guests enter the restaurant. The headwaiter comes up to them

and learns that they haven’t made a reservation. Since it’s peak hour for dinner the

headwaiter suggests them waiting for about 15 minutes. 15 minutes later, the

headwaiter seats the two guests.

II. Make up dialogues according to the situations (example 1)

Practical Training

(W=waiter G=guest)

W: Good morning. This is the Sunshine Restaurant. May I help you?

G: Yes. What’s your opening hours?

W: We open from 10:00 am.to 12:00pm, the last order will be at 10:00 pm.

G:Thank you. Can you make arrangements for a dinner party of eight persons tomorrow?

W: Certainly, madam. For what time?

G: My guests will arrive at the airport at 7:00 pm. And it takes time to arrive here.

II. Make up dialogues according to the situations (example 1)

Practical Training

(W=waiter G=guest)

W: Then how about 8:30 pm.?

G: Ok.

W: May I have your name, please?

G: Green, Alice Green.

W: Would you like a table in the main restaurant or private room?

G: Private room, please.

W: No problem. So you’ve reserved a table for eight in the private room. Your room number is 8316. Any other requirements?

G: No, that’s all. Thank you.

W: We look forward to have you with us at 8:30 pm.

III.Choose the necessary information for reservation from personal guests with Tick (√) or Cross(×). ( answer )

Practical Training

( ) The number of the persons.

( ) A table in the lobby or a private room is needed by the guest.

( ) The demands for the table or the private room.

( ) The time of arrival.

( ) Under whose name the reservation is made.

( ) The contact telephone number or the room number.

( ) How to pay

( ) Ask the guest to hand in some deposit to secure the reservation in

advance.

√ √

√

√

√ √

× ×

√

Practical Training

IV. Fill in the following blanks with proper expressions.

(Scene: Helen Smith, the office manager of a company is making a reservation for a 300-people banquet.) (R=Restaurant receptionist H=Helen Smith) H: We’ll entertain our salesmen tomorrow evening. ____ ____________________ for

about 300 people? Arrange a clean place for us. We’ll _____________________there

before we have the banquet. R: Sure. Our hall is large enough to _______________________. The interior is designed for ________________________. H: I know that’s a good place. But food is more important. ___________________will you prepare for us? R: How about a 13-course menu including succulent steamed fish, scrumptious grilled steaks, lobster salad, abalone soup, ginseng chicken …? I guarantee a _______________________________.H: Ok. If the menu proves superb, we’ll have banquets here.

Would you arrange a banquet

hold a meeting

accommodate 600 guestscatering to gourmets like you

what delicious food

a definitely exciting taste exprience

.

Practical Training

V. Put the following sentences into English orally :

1. 恐怕我们已经客满。

2. 您大概还需要等待 15 分钟。 3. 很抱歉耽搁了您的时间。 4. 小心台阶。 5. 您坐这儿行吗？ 6. 我们正恭候您呢。我领您去您订的座。

Practical Training

V. Put the following sentences into English orally :

1. I’m afraid all tables are taken out.

2. There will be about 15 minutes before your table is available.

3. We’re sorry for the delay.

4. Mind your step, please.

5. Would you like to take this table?

6. We are expecting you. I’ll show you to your table.

● Ordering Dishes

● Recommendation

● Wines and Drinks

Basic Procedures

Chapter 17 Chinese Food


中餐厅的服务程序：一、接待工作二、安排客人就座三、点菜前的服务事项四、传菜及上菜前后的服务五、客人用餐后的服务工作六、整理及善后工作

Content

Dialogues


Knowledge Tips

Practical Training

Dialogue 1 Ordering Chinese Dishes

(W=waiter P=peter)

( Returning the menu to the waiter) W: Sir, you’d like broccoli with crabmeat sauce and steamed red garoupa. Am I correct? P: Yes, exactly. W: Sir, your dishes will take about 15 minutes to prepare. While waiting, would you have something to drink? P: OK. I’ll have whiskey. W: Thank you.


(W=waiter P=peter)

W: Excuse me, sir. Are you ready to order? P: Yes, I am. But there’re so many things on the menu that look fine. Do you have any specialty today? W: Yes, sir. We have a very nice vegetable today, broccoli with crabmeat sauce. It’s our chef’s recommendation. The broccoli is local, so it’s a little bit different from yours. It’s delicious and worth a try. P: OK. I’ll take it. I know little about Chinese food. What do you mean by Luo Han Zhai? W: It’s a typical Cantonese dish. In English it means mixed vegetable. P: Hm, I’ll have it. W: What about steamed red garoupa? P: That’s a good idea.


(W=waiter P=peter)

( Returning the menu to the waiter) W: Sir, you’d like broccoli with crabmeat sauce and steamed red garoupa. Am I correct? P: Yes, exactly. W: Sir, your dishes will take about 15 minutes to prepare. While waiting, would you have something to drink? P: OK. I’ll have whiskey. W: Thank you.

Dialogue 2

（ W= waiter B= Mr. Bellow ）

W: What would you like to have, sir? B: I’d like to try some Chinese food. But I have no idea about it. W: Chinese food is divided into eight cuisines, such as Cantonese food, Sichuan food, etc. B: I wonder if there are any differences between them. W: Generally speaking, Cantonese food is light and fresh while Sichuan food is spicy and hot. Sichuan food is now very popular in China. B: Oh, I see. I’d rather have hot food. W: If so, I suggest you have a taste of Sichuan dishes. They are very delicious. B: Really? So What’s your recommendation? W: I think Mapo bean curd, spicy deep-fired chicken, spicy pork lung slices, water-cooked fish, etc.

Recommendation

Dialogue 2

（ W= waiter B= Mr. Bellow ）

B: Sounds great. I’d like to try water-cooked fish and Mapo bean curd. W: What about some vegetables and soup?B: Can you recommend some? W: It’s the season for greens. So would like greens with champignon? B: Ok. W: And how about the hot and sour soup?B: Well, if the dishes are too spicy, I would prefer something light.W: Then how about tomato and egg soup?B: That’s good. And 1 bottle of snow-flake beer.W: Yes, sir. Your dishes will be served in 10 minutes. Here’s the tea for you.

Recommendation

Dialogue 3

（ W= waiter G= guest ） W: Good afternoon, sirs. Would you like to take your order now? G: Yes, We have little idea about these dishes. Do you have any special dishes to recommend? W: Such as Double-cooked Pork, tender boiled chicken with soy sauce, steamed Reeves Shad, Pepper Salt Fried Spareribs, and steamed beancurd, Mushroom with Tender Green. They are delicious. G: Sounds great. I’d like steamed Reeves Shad and Mushroom Tender Green.W: Yes, sir. What about Pepper Salt Spareribs? It’s also very popular among our customers.

Special Chinese Food

Dialogue 3

（ W= waiter G= guest ） G: I’d like to try, but it seems too much for me. What about the soup? W: OK. We have Wild Mushroom Soup, Pork Ribs and Turnip Soup, Consommé of Mushrooms and Vegetables, Stewed Mushrooms in Chicken Soup ,etc. They are nutritious with no fat. G: Good, I’d like to take Stewed Mushrooms in Chicken Soup.W: Any drinks?G: Boiled water is ok. Can I have a rice to go with them?W: Yes, sir. Your lunch will be ready in a few minutes. Here’s your tea, please.G: Thank you.

Special Chinese Food

Dialogue 4

(W=Waiter A=Guest A B=Guest B C=Guest C T=Tony R=Rosy J=Joy)

W: So, Ma’am, what about the drinks to go with your dishes? A: Ok, what would you like, Linda and Sue?B: I’d like soft drinks.C: Why don’t we take some wines?A: Red wines?B: That’s not bad. Waiter, do you have some red wines to recommend?W: Yes, Ma’am. Would you like Great Wall Cabernet Sauvignon Red Wine? C: OK, we’ll take that? What do you think of it, ladies?A: You know more of red wines than us. It’s up to you.W: What about the kids?A: How about some juice, kids?

Wines and Drinks in Chinese Restaurant

Dialogue 4

(W=Waiter A=Guest A B=Guest B C=Guest C T=Tony R=Rosy J=Joy)

T: Can I have soft drinks, Mum? I’ve already grown up. B: OK, just for this time. What would you like?T: Coke.R: I’d like Hami melon juice.J: I prefer Apple juice.W: That’s OK. So you will take a bottle of Great Wall Cabernet Sauvignon Red Wine, a Coke, a Hami melon juice and an apple juice.A: That’s right.W: Here’s some fruits before dinner. Your dishes will be ready in 10 minutes.

Wines and Drinks in Chinese Restaurant


1.specialty「 'speʃəlti」 n. 特色菜 2. broccoli 「 'brɔkəli」 n. 花椰菜3. crabmeat 「 'kræbmi:t」 n. 蟹肉4. sauce 「 sɔ:s」 n. 调味汁，酱汁5. chef 「 chef」 n. 厨师长6. recommendation「 ,rekəmen'deiʃən」 n. 推荐7. typical ['tipikl ] adj. 典型的，代表性的8. Cantonese dish「 kæntə'ni:z」广东菜，粤菜9. whiskey「 'hwiski」 n. 威士忌酒10. cuisine 「 kwi'zi:n」 n. 烹饪，烹调法 11. spicy ['spaisi] a. 香的 , 多香料的 ,辛辣的 , 12. mapo beancurd ['bi:nkə:d] n 麻婆豆腐13. champignon [tʃæm'pinjəm] n. 食用香草


14. reeve [ri:v] vi. 穿 (绳索 ),穿过15. shad [ʃæd] n鲥鱼16. pepper ['pepə] n. 胡椒粉17. mushroom ['mʌʃrum] n蘑菇18. steamed red garoupa清蒸石斑鱼19. steamed reeve shad 清蒸鲥鱼20. pepper salt fried spareribs 椒盐排骨21. mushroom with tender green 蘑菇菜心22. wild mushroom soup 野山菇汤23. pork ribs and turnip soup 萝卜排骨汤24. consommé of mushrooms and vegetables 蔬菜蘑菇浓汤25. stewed mushrooms in chicken soup 鸡汁蘑菇浓汤26. Great Wall Cabernet Sauvignon Red Wine 长城赤霞珠葡萄酒27. Hami melon juice 哈密瓜汁28. 中餐的上菜顺序： cold dishes (冷盘 ) wine ( 酒 ) drinks (饮料 ) hot dishes

（热菜） soup （汤） dissert(甜点 ) rice or noodles etc. (米饭面条等主食 ) fruit （水果）


29. Table D’hote 套餐（也称为客饭，由餐厅配置好菜式组合，分为 A 、 B 餐等，价格比较大众化。）

30． A La Carte 零点餐（由客人照菜单点菜，选择比较灵活，花费也比较高）

31. light and fresh 清淡32. spicy and hot 麻辣33 . spicy deep-fried chicken 辣子鸡34. water-cooked fish 水煮鱼35. greens with champignon 香菇青菜36 . hot and sour soup 酸辣汤37 . tomato and egg soup 西红柿鸡蛋汤38. double-cooked pork 回锅肉39. tender boiled chicken with soy sauce 白斩鸡 40. 中国有八大菜系： Sichuan Cuisine, Shandong Cuisine, Cantonese Cuisine,

Jiangsu Cuisine, Fujian Cuisine, Hunan Cuisine, Anhui Cuisine, Zhejiang Cuisine

Sentences for Imitation: For Taking Orders1. Would you like to order now? 您现在点菜吗？2. May I take your order now? 您现在可以点菜了吗？3. Are you ready to order? 您现在可以点餐吗？4. What would you like to start with? 您先来点什么？5. What would you like to follow? 您下一道菜点什么？For Recommendation6. Would you like to order an aperitif? 想要点开胃酒吗？7. What kind of drink would you like? 您要点什么饮料？8. Do you like your coffee, black or white? 您喜欢纯咖啡还是牛奶咖啡？9. Today’s specialty is the roast leg of lamb. 今天的特别菜是烤羊腿。10. Would you like to try our House Specialty? 您想尝尝我们的招牌菜吗？11. Why not try …? It is a well-known delicacy in Chinese cuisine. 为什么不尝尝……？它是中国菜里的一道名菜。

Knowledge Tips

1. 中餐的上菜顺序：cold dishes (冷盘 ) wine ( 酒 ) drinks (饮料 ) hot dishes （热菜） soup （汤） di

ssert

(甜点 ) rice or noodles etc. (米饭面条等主食 ) fruit （水果）

2. Table D’hote 套餐（也称为客饭，由餐厅配置好菜式组合，分为 A 、 B 餐等，价格比较大众化。）

3. A La Carte 零点餐（由客人照菜单点菜，选择比较灵活，花费也比较高。）


.

Practical Training

W: May I take _________ now, sir?

G: Yes. Could you __________ me something special?

W: The ___________ in red wine is very good. It’s our_______________

G: OK. I’ll take it.

W: How do you like _____________ ?

G: That’s a good idea.

W: Would you like soup? I’d suggest our _________ .

G: Hm. I’ll take it.

W: What else would you like?

G: No, thanks.

your order

recommend

beef stewed chef’s specialty

greens

house soup


Situation 1: Four people come to Longhai Restaurant for dinner with reserv

ation under the name of Zhangliang. They ordered Tieguanyin first and then

ask the waitress to recommend some special Chinese cuisines. They would

like to try different flavor of the dishes. So the waitress recommends the foll

owing: Fried Mandarin Fish in Squirrel Shape, Dongpo Pork, Sugar Candy

Lotus Seeds, Fried Prawns with Pepper Salt, and Roast Beijing Duck. It tota

ls 435 Yuan. Mr. Zhang pays with credit card.

Practical Training


Practical Training

Situation 2: George Brown with his family members, his wife and two kids, co

mes to a Chinese restaurant. They order some Chinese Specialties like Meat

Balls Braised with Brown Sauce, Roast Beijing Duck, Mapo Bean Curd, Green

s with Mushrooms, Fried Shrimp Meat with Longjin Tea, and the Silver fish So

up. They are recommended to try Chinese red wines, like Great Wall Red Win

e, ZhangYu Red Wine. And They are also encouraged to try the Chinese aperi

tif, Shaoxing Yellow Wine. The kids order some soft drinks and fruit juice.

II. Make dialogue according to the situations (Example 2)

Practical Training

B=Mr. Brown M=Mrs. Brown T=Tonny A=Alice W=Waiter

W: Good evening, what would you like to order today?

B: We’d like to try some Chinese specialties, but we know little about Chinese

food, could you please recommend us some?

W: What flavor do you prefer? You know there are eight Chinese cuisines.

B: I’ve heard there are four major cuisines here. Could you introduce them sim

ply to us?

W:The four major cuisines are: Shandong Cuisine, Guangdong Cuisine, Sichu

an Cuisine and Huaiyang Cuisine. Generlly speaking, Shangdong Cuisine is h

eavy, Guangdong Cuisine is light, Sichuan Cuisine is spicy and hot, Huaiyang

Cuisine is known for its cutting technique and original flavor.

B: Sounds great. I’d like to taste all of them. How about you, dear?


Practical Training


M: That’s a good idea. Could you recommend the specialty of each for us?

W: No problem. then how about Meat Balls Braised with Brown Sauce, Mapo

Bean Curd?

B: Ok, sounds good.

W: And how about our restaurant specialty Fried Shrimp Meat with Longjin Tea

? It’s popular among our customers.

M: Do you have any vegetables to recommend?

W: Greens with Mushrooms is good. And would you like our house soup --- silv

er fish soup?

B: Ok. What about the drinks?


Practical Training


B: Ok. What about the drinks?

W: Would you like to try Chinese red wines, such as Great Wall Red Wine, Z

hangYu Red Wine?

B: Dear, let’s take Great Wall Red Wine, ok?

M: That’s a good idea.

W: What about the kids?

T: I’d like Cole.

A: I prefer juice, grape fruit juice.

W: Ok. Here’s your tea. Your dishes will be served within 15 minutes.

III. Match the following Chinese phrases with the English expressions. ( answer )

Practical Training

( ) 餐厅领班 A. Food and Beverage Manager

( ) 中餐厅经理 B. headwaiter

( ) 宴会部经理 C. host

( ) 餐厅主管 D. hostess

( ) 餐饮部经理 E. waiter

( ) 餐厅预订员 F. waitress

( ) 餐厅男领位员 G. Chinese Restaurant Manager

( ) 餐厅女领位员 H. Catering/Banquet Manager

( ) 男侍应生 I. Restaurant Supervisor

( ) 女侍应生 J. reservation clerk

B

G

HI

A

J

C

D

E

F

IV. Find English equivalence for the following dishes. (Answer )

.

Practical Training

1. Fried Crabs stuffed with vermicelli

2. Braised Eggplants in Bean Sauce

3. Broccoli with mushrooms

4.Mapo Bean Curd

5. Braised Dongpo Pork

6. Scrambled Eggs

7. Spicy Deep Fried Chicken

8.Greens and Bean Curd Soup

9. Pepper and Salty Shrimps

10. Tomato and Egg Soup

11.Greens with Champignon

12. Sauteed Lettuce


1. 饭前您想吃点开胃的东西吗？ 2. 您喜欢几成熟的鸡蛋？ 3. 这道菜恐怕是两人份的。 4. 你们不能只做两人份的吗？ 5. 这道汤味道非常好，一直是我们顾客最喜欢的汤。 6. 你推荐些什么？我们想要一些你们的地方菜。 7. 虽然是烈性酒，但是它不像大多数白酒那么容易上头。 8. 在中国的时候就按中国的习惯来吧，我想用筷子。

Practical Training

Practical Training


1. Would you like an aperitif before lunch?

2. How would you like your eggs?

3. I’m afraid this course is for four persons.

4. Can’t you make it for two only?

5. The soup’s really good, and it’s always been a favorite with our customers.

6. What do you recommend? We’d like some of your local specialties.

7. It’s quite strong. But it doesn’t go to the head as most liquors do.

8. When you are in China, do as the Chinese do. I’d take the chopsticks.

● Disserving ● Special need in Dishes ● Complaint about the Dishes

Basic Procedures

Chapter 18 Serving Dishes


上菜注意事项： 1. 上菜人员尽量不是传菜人员。 2. 上菜前要找到上菜所站立位置，避开老人或小孩。 3. 上菜前先看台面是否有放菜位置，没有的话尽快挪出。 4. 上菜时必须用双手递上。 5. 上菜时必须要报清楚菜品名称。 6. 上菜时要兼顾摆台效果。 7.菜品上齐后要及时天下提醒客人所点菜品已上齐。 8. 上菜时切忌不要让餐具与台面玻璃板发生碰撞。 9. 一般上菜顺序为凉菜、热菜、汤、主食。 10. 上菜时要尽量避免油汤滴到客人衣物上。

Content

Dialogues


Knowledge Tips

Practical Training

Dialogue 1

W1: Here’s your fish, sir.

G: Thank you, but I don’t think I ordered it. I ordered fried shrimps.

W1: Sorry, sir. Let me see what happened…. Excuse me, is this Seat 18?

G: No, it’s Seat 16.

W1: Oh, I’m terribly sorry. I’m new here. I have made a mistake. The fish is for

Seat 18.

W2: Here’s your first course: fried shrimps. Enjoy!

G: Waitress, my beer.

W2: Yes, sir.

W2: This is Crisp Skin Chicken, please.

Disserving

(W1=waitress 1 W2=waitress 2 G=Guest)

Dialogue 1

G: Could you please fetch me some more tissue, please?

W2: No problem.

W2: Here you are.

G: Thank you.

W2: Here’s the mushrooms soup which completes your orders. Anything else?

G: Please take this plate away.

W2: All right, sir.

Disserving

(W1=waitress 1 W2=waitress 2 G=Guest)

Dialogue 2

(W=waiter A=guest A B=guest B)

W: Good evening, here’s the menu and wine list.

A: Thank you. … Would you like an aperitif, Stella?

B: A medium dry sherry, please.

A: I’ll have a Campari and soda.

W: Thank you. What would you like to start with?

A: I’d like Hors d’oeuvres. How about you, Stella.

B: Me too.

W: Here we are. One medium dry sherry and a Campari and soda.

W: What would you like to follow?

B: I think I’ll have some fish, please.

Special Need in Dishes

Dialogue 2

(W=waiter A=guest A B=guest B)

W: I’m afraid we haven’t any sole left, madam, but the turbot is excellent.A: I will have a steak.W: Rump or fillets, sir?A: Rump, please.W: And how would you like it cooked?A: Medium rare.B: I’d like an egg. Sunny-side up.W: All right, would you like some vegetables to go with your dishes, sir?A: The duchesse potatoes, and some spinach, please.W: And you, madam?B: Jacket potato, mushrooms and a side salad, please.W: Thank you.

Special Need in Dishes

Dialogue 3

(W=waiter H=head waiter A=guest A B=guest B C= guest C)

A: Waiter, waiter!

W: Yes? Sir.

A: Today the dishes are not so satisfactory.

W: How are they like, sir?

B: This dish is so salty.

W: The greens with mushroom?

C: Yes. And the spareribs are not well done. We even can see the blood.

A: The beef is overdone. We can’t eat it.

B: The dish of fish head is not the typical flavor.

Complaints about the Dishes

Dialogue 3

(W=waiter H=head waiter A=guest A B=guest B C= guest C)

C: We’d like to talk with the headwaiter.

H: We’re terribly sorry, sir. Our main chef has just gone home for something

urgent. He’ll be back tomorrow. The substitute is inexperienced.

A: We can understand. But we can’t afford for his experience.

H: Of course not. Can we give you a 20% discount for your bill? We’re really

sorry for the unsatisfactory service.

A: That’s Ok.

H: Thank you for your understanding. We look forward to a better service next

time.

Complaints about the Dishes

Dialogue 4

(W=waitress A=guest A B=guest B C=guest C)

(The guests finish dinner. The waitress comes back and cleans off the table. She brings A his coffee and pie a la mode, and B and C their tea.)

W: Anything else?A: Not me. I’m stuffed.B: Not me. I’m stuffed.C: I’m really full, but I’d like to try the lemon meringue pie since I’ve heard a lot of people talk about it. I’ve never taste it.A: Good. One lemon meringue pie. And give my friend over here a piece of apple pie, too.B: But …A: You wanted an American dinner, and there’s nothing more American apple pie.B: Ok, Ok.

Dessert Ordering

Dialogue 4

(W=waitress A=guest A B=guest B C=guest C)

(The waitress brings their desserts and their bills)

B: Thanks for a good dinner, Johnson. This is a celebration. I’ll remember for a

long time.

A: Oh, it’s nothing special. Just a plain, ordinary American dinner.

C: It sure tasted good to me.

A: Glad you enjoyed it.

W: Thank you. Please pay the cashier. See you again.

Dessert Ordering


1. fried shrimps [ʃrimp] n油爆大虾2. crisp [krisp] skin chicken 脆皮鸡3. aperitif「 ə,peri'ti: f」 n. 开胃酒4. medium ['mi:djəm] dry sherry ['ʃeri] 半干的雪利酒（ dry wine 是不甜的葡萄酒，雪利酒产于西班牙南部，加有白兰地的葡萄酒，颜色为黄色或褐色。）

5. Camperi「 kæm'p ə ri」 n. 金巴利开胃酒（意大利产，是非常普遍的苦艾酒，饮用时通常加苏打水）

6. soda「 'səudə」 n. 苏打水7. sole「 səul」 n. 鳎目鱼8. turbot「 'tə:bət」 n. 大比目鱼9. rump [rʌmp] n. 臀部，（动物的）尾部10. fillet 「 'filit 」 n. 里脊肉


11. medium rare 中等偏生 (牛排依生熟度可分为： rare 三分熟， medium rare 中等偏生， medium半熟， medium well 八成熟， well-done 熟透 )

12. lemon meringue pie 「 mə'ræŋɡ」柠檬蛋白派13. wine list 酒水单14. medium rare 中等偏生 (牛排依生熟度可分为： rare 三分熟， medium

rare 中等偏生， medium半熟， medium well 八成熟， well-done 熟透 )15. sunny-side up 只煎一面的荷包蛋（两面都煎的荷包蛋称 over easy ）16. Duchesse potatoes 公爵夫人马铃薯球 (将马铃薯和蛋黄搓成圆球形蘸鸡蛋

及面包屑炸熟 )17. side salad 跟餐色拉（通常为生蔬菜色拉，装小盘，放在主菜旁边）18. jacket potato 带皮烤的马铃薯19. pie a la mode 苹果派

Sentences for Imitation: 1. The dish is very hot. Please be careful. 这道菜很烫，请小心。2. How do you like the fish cooked this way? 您觉得鱼这样做怎么样？3. What’s your opinion of our service? 您对我们的服务有什么意见？4. I do apologize for giving you the wrong dish. 实在对不起，我把菜送错了。5. Shall I portion the fish for you? 要我为您把鱼分一分吗？6. How is your meal? 这些菜的味道如何？7. Please wrap it up to take out. 请打包让我带走。8. I want a doggy bag. 我要一个装剩菜的包。

Knowledge Tips

1.medium rare 中等偏生 (牛排依生熟度可分为： rare 三分熟， medium rare

中等偏生， medium半熟， medium well 八成熟， well-done 熟透 )

2. sunny-side up 只煎一面的荷包蛋（两面都煎的荷包蛋称 over easy ）3. Duchesse potatoes 公爵夫人马铃薯球 (将马铃薯和蛋黄搓成圆球形蘸鸡蛋及

面包屑炸熟 )

4. 中餐一般上菜顺序为凉菜、热菜、汤、主食。


Practical Training

in a second

for a while

(J=Jenny S= Steven Nobel)

S: Waitress! May I see you____________?

J: Yes. I’ll be with you ______________ . Yes, sir? What is the problem?

S: This is not__________________. I’m afraid.

J: What did you ?

S: ____________.

J: There must be a mistake. Those are fried oysters. Would you like to

____________________?

S: Roast beef, of course. That’s what I order.

J: Just a moment and I’ll get your order right away. Sorry to

________________.

what I asked for

order

Roast beef

keep it or change

cause the inconvenience


Practical Training

Situation 1: The diner complains that the meat is very tough and it’s the

toughest meat he has ever had. He can’t eat the meat and wants to change it

to another dish. The waiter listens to the diner’s complaints and apologizes to

him by telling him well-done meat tends to be tougher. Finally the waiter

changes the meat to a steamed fish.

Situation 2: The diner wants mushroom soup, but he gets tomato soup

because the waiter confused his soup with another guest’s. The waiter

apologizes for his mistake and fetches the mushroom soup.


Practical Training

(W=Waiter B=Mr. Brown)

B: Hi, waiter. Can I have a word with you?

W: Yes, sir. I’m coming soon.

B: The meat is so tough that I can’t eat it.

W: Well-done meat is usually tougher.

B: But I’m afraid it’s toughest one I have eaten. You can ask the chef to taste

it.

W: If it’s really too tough to eat. I’ll ask the chef to redo it, ok?

B: No, I’d like to change it to fish. The meat will take more time.

W: How would you like it cooked, then?

B: Steamed fish is ok.

W: That’s ok. The fish will be served in 8 minutes.

III. Game playing: How much is it altogether?

Practical Training

IV. Fill in the chart with the given words.

Practical Training

Taste and smell Texture Shape and size

crispcrumbly bitterdeliciousdisgustingblandspicy

powderyhard softchewy

rectangularround cube-shapedcylindricalflat


1. 这是山菌汤，您点的菜上齐了。 2. 我马上给您换。 3. 相信下次您再来时，一切都会使您称心如意。 4. 您的主菜现在上还是等会儿再上？ 5. 请问两道菜要一起上，还是分开上？ 6. 我们一般把酒宴看作是朋友闲聊的机会。 7. 请稍后上菜，我们还有一个朋友没到。 8.按中国的方式，是先上汤再上菜；如果您喜欢，我们可以先上菜再上汤。

Practical Training

Practical Training


1. Here’s the mushrooms soup which completes your order.

2. I’ll change it immediately for you.

3. I’m sure everything will be satisfactory again next time you come.

4. Shall I serve your main dish now or later?

5. Would you like to serve the two dishes together or separately?

6. We usually regard the dinner party as an occasion for a friendly

chat.

7. Please hold the food, we still have one friend coming.

8. The Chinese way is to serve the soup first and then the food; if you

like, we’ll bring you the food first.

● Ordering Breakfast● Special Ordering● Delivering

Basic Procedures

Chapter 19 Offering Room Serving


客房送餐服务标准程序 :

1.接受预订 :接听订餐电话，记录所点菜品，主动推荐食品饮料，询问姓名 /房号，确认用餐人数，有无宗教信仰和忌口，告诉准确送餐时间，道谢。 2.准备工作：根据所点菜品准备餐具 /布件，准备茶 / 咖啡 /牛奶 /糖 /调味品 /花瓶等，将所点菜肴按要求整齐摆放餐车上。3.检查核对：确认账单与客人所点菜品是否一致，将账单放在收银夹内，检查个人仪表仪容是否符合要求，登记餐具。4.送餐时房：核对房号，时间及客人所点菜品。5.结束工作：结账前核对账单，确定无误后用帐夹送上账单，请客人付账。

Content

Dialogues


Knowledge Tips

Practical Training

Dialogue 1

O: Good evening, Room Service. Can I help you?G: Hello, This is Room 1211. I’d like to order breakfast for tomorrow morning.O: Certainly, sir. G: I’d like a Chinese breakfast. A millet congee, a fried egg, two steamed dumplings, and two spring rolls. O: Would you like soybean milk or milk?G: One soybean milk. That’s all. Thanks.O: That’s all right. You ordered a millet congee, a fried egg, two steamed dumplings, and two spring rolls, and a soybean milk.G: That’s right.O: What time would you like your breakfast served, sir?G: 8:30.O: Ok, sir. Have a good evening.G: Thanks. You too.

Ordering Chinese Breakfast

（ O=Operator G= Guest )

Dialogue 2

(O=Operator G=Guest)

O: Good morning, Room Service. May I help you?G: I want an American breakfast with fried eggs. Sunny side up. Room 8812.O: What kind of juice do you prefer, sir?G: Grapefruit juice and please make my coffee very strong.O: Yes, sir. An American breakfast with fried eggs, sunny side up, grapefruit juice and a black coffee. Am I correct, sir?G: Yes, that’s it.O: Is there anything else, sir?G: No, that’s all.A: Thank you, sir. We’ll bring it to you as soon as possible.

Ordering Western Breakfast

Dialogue 3

( O= Operator J= Mr. Johnson )

O: Good afternoon, Room Service. What can I do for you?

J: Could you send up some lunch, please?

O: Certainly, sir. Can I have your order, please?

J: I’d like some Beef Curry and rice, a salad and some beer, please.

O: Certainly, sir. How many bottles of beer would you like?

J: How big are they?

O: We only serve small half-pint bottles in Room Service, sir.

J: Two bottles, then.

O: Is there any particular brand you would prefer?

J: I’ll have Qingdao Beer.

Special Ordering

Dialogue 3

( O= Operator J= Mr. Johnson )

O: What else, sir?

J: Oh, yes. I’ve run out of cigarettes. Could you bring me some Zhonghua,

please?

O: Sorry, sir. But we don’t sell cigarettes in Room Service, sir. Could you

phone Housekeeping on extension 38, please?

J: I’ll do that then. One more thing. Could you bring me some vinegar and

some sugar.

O: That’s Ok. We can make it.

J: Room 1016.

O: Ok. Your order should be there in about 20 minutes. Please enjoy your

meal.

Special Ordering

Dialogue 4

(W=Waiter G=Guest)

W: Room Service, May I come in?

G: Come in, please.

W: Mr. Robinson?

G: Yes, I am.

W: Here’s the breakfast you ordered.

G: Just put them on the table over there, please.

W: All right. Here is your bill.

G: Thank you. Can I have it charged to my account, please?

W: Certainly, sir. Would you sign here, please?

G: Yes. Where shall I put the dishes after I finished?

W: Just out of your door, please. Thank you for using room service.

Dish Delivering


1. millet 「 'milit 」 n. 小米2. congee 「 ['kɔndʒi:] n. 稀饭 , 粥3. dumpling ['dʌmpliŋ ] n. 面团布丁 , 团4. steamed dumpling 蒸饺5. spring roll 春卷6. soybean milk 豆浆7. continental breakfast 欧陆式早餐只有（ bun ， butter, jam, honey, coffee

and tea ） ( 小面包，黄油，果酱，蜂蜜，咖啡 )


8. grapefruit juice 西柚汁， orange juice 橙汁， lemonade juice柠檬汁， pineapple juice 菠萝汁， tomato juice 番茄汁

9. fried eggs 煎蛋 (sunny-side up 只煎一面 , over easy 两面稍煎一下 )10. poached egg 水煮蛋 11. scrambled egg 炒鸡蛋 12. American breakfast 美式早餐，（通常有 juice, coffee, sausage, bacon or

ham, egg, bread or toast13. room service 送餐服务 ( 关于送餐时间，各酒店有所不同，一般来说客人提前要求的早餐、电话要求的酒水等，应在 5 分钟内送到客人的房间；而正餐则应在 20 分钟内送到客人房间。 )

Sentences for Imitation: 1. Can we have breakfast in our room? 我们可以在房间吃早饭吗？2. When should we order our breakfast? 我们什么时候可以预订早餐？3. Is there any other way to have room service? 还可以用什么方式得到客房送餐服务？4. Please tell me the daily service hours of the dining room. 请告诉我餐厅每天服务的时间。5. I’d like to have Continental breakfast with tomato juice and black coffee for

one person. 我想要一份欧式早餐，外加番茄汁和浓咖啡。6. Just leave the plates on the table, sir. We’ll come and collect them later.先生，将盘子留在桌上，我们等一会儿会来收。7.Would you like to sign the bill, please, sir? 请您签一下账单好吗，先生？8.Your order will be there within 20 minutes. 您点的菜将在 20 分钟内送到。

Knowledge Tips

西式早餐：

1. American breakfast 美式早餐，（通常有 juice, coffee, sausage, bacon or ham, egg, bread or toast ）

2. continental breakfast 欧陆式早餐只有（ bun ， butter, jam, honey, coffee and tea ） ( 小面包，黄油，果酱，蜂蜜，咖啡，茶 )

Knowledge Tips

常见中式早餐：

1. 面条 noodles 2. 汤面 noodles with soup

3.炒面 fried noodles 4. 挂面 fine dried noodles

5. porridge:rice( 或 millet) gruel粥；稀饭6. 豆浆 soya-bean milk 7.馒头 steamed bun; steamed bread

8. 花卷 steamed twisted roll 9.烙饼 thin pancake

10. 馅饼meat pie 11. 烧饼 sesame seed cake

12. 油饼 deep-fried dough cake 13. 油条 deep twisted dough sticks

14. 包子 steamed stuffed bun 15.饺子 dumpling

16. 锅贴 lightly fried dumpling 17. 八宝饭 eight-treasure rice pudding

18. 粽子 rice dumpling wrapped in reed leaves


Practical Training

（ W=Waiter G=Guest ） W: Good morning, welcome to our restaurant.________________, please, sir? G: Just one. W: Yes, sir.___________, please. What do you think of this table? G: Fine. W:__________________. What would you like to have, sir? G: A ____________for me. W: Certainly, sir. Coffee or tea? G: Tea, please. W: Orange juice or___________________? G: Orange. W: Yes, sir. Would you like ____________? G: Toast. And one oatmeal. W: Yes, sir. One toast, one oatmeal. How about eggs? G: Fried eggs, ______________. W: _____________with bacon or ham? G: With bacon. W: Yes, sir. I’ll bring them to you right away.

How many of you

This way

Here’s the menufull breakfast

pineapple juice

toast or bread

sunny-side upServed


Situation 1: Mr. Smith and his friend are having breakfast in the hotel they

stay. Mr. Smith would like bacon, eggs and a glass of orange juice for an A

merican breakfast. And he wants his eggs fried, over-easy. His friend, Mr. J

ordon, would like to have a Chinese breakfast for a change, but he has no i

dea about it. He asks the captain for suggestion. The captain gives him som

e suggestions.

Situation 2: The waitress send Mr. Wang’s breakfast, who stays in room 1

226. She mistakes room 1326 Mr. Wan’s breakfast for Mr. Wang’s. Mr. Wan

ordered a typical Chinese breakfast while Mr. Wang ordered a Continental

breakfast. It causes a little trouble, but they finally solve it.

Practical Training

II. Make dialogue according to the situations (example 2)

Practical Training

(W=waiter G=guest)

W: Room Service, May I come in?

G: Come in, please.

W: Mr. Wan?

G: I’m Wang, not Wan. I ordered Continental breakfast.

W: Isn’t this Room 1226, Mr Wan?

G: This is Room 1226, but I’m Mr. Wang.

W: I’m terribly sorry. I’ll check about it.

W: Oh, I’m sorry. I’ve made a mistake. It’s Mr. Wan’s Chinese breakfast in room 1226.

G: Never mind. It’s easy to be confused.

W: Sorry, Mr. Wang. Your Continental breakfast will be served in 5 minutes.

III. Match the following pictures with its English expressions ( answer )

Practical Training

fried egg cake juice coffee sausage

milksoybean milk sandwichtoast steamed

stuffed buns

Practical Training

III. Match the following pictures with its English expressions ( answer )

deep-fried dough sticks

bacon bread

sesame seed pastries

millet congee tea

Practical Training

IV. Rewrite the order of the dialogue about breakfast below:

（） A: Do you feel like having anything to eat?

( ) B: Well, I think I’ll try the pancakes. How about you?

( ) A: A cup of coffee sounds good, doesn’t it?

( ) B: Yes, but I think I’ll have orange juice first.

( ) A: Sounds great. That’s just what I feel like having.

1

4

2

3

5


1. 我们可以为您提供很好的送餐服务。 2. 您可以拨 1 直接打电话到客房送餐服务部订餐。 3. 您的早餐 10 分钟后就到您的房间。 4. 我要一份粥，一份三明治和一杯浓咖啡。 5. 您用完后打个电话到客房服务部，他们就会来收拾餐盘的。要不您就把它放在门外也行。 6. 您要哪种三明治 ? 我们有牛肉、乳酪、火腿、鸡肉。 7. 客房送餐要另加费用吗？我们要另加 10% 的服务费。

Practical Training

Practical Training


1. We can provide very good room service for you.

2. You may dial 1 to call the room service section directly to order your meal.

3. Your breakfast will be sent to your room in 10 minutes.

4. I’d like a portion of porridge, a portion of sandwich and a cup of black coffee.

5. If you would like to give room service a call when you’ve finished, they’ll

come and collect the tray. Otherwise, you can just leave it outside the door.

6. What kind of sandwich would you like? We have steak, cheese, ham and

chicken.

7. Is there an extra charge for room service? We add a 10% service charge.

● Wine Orders

● Various Wines

● Chatting at the Bar

Basic Procedures

Chapter 20 At the Bar


酒吧服务流程分为：1. 迎宾服务2. 为客人点酒3. 为客人调酒4. 为客人送酒服务5. 为客人验酒6. 开瓶与斟酒服务7. 为客人结帐服务

Content

Dialogues


Knowledge Tips

Practical Training

Dialogue 1Ordering Chinese Wines

(B=Bartender G=Guest)

B: Good evening, sir. May I help you?

G: Good evening. Can I have any kind of Chinese wine here?

B: Certainly, sir. Which would you like, liquor or wine?

G: Which liquor do you have?

B: We have Mao Tai, Wu Liang Ye, Yang He, and so on.

G: How about wine?

B: We have some good red wine and white wine, such as Zhang Yu red wine and

Great Wall white wine, Dynasty Red Wine.

G: Thank you for telling me so much. I’ll have Yang He this time.

B: Here you are, sir. Enjoy yourself.

Dialogue 2 Ordering Western Wines

(B=Bartender G=Guest)

B: Good evening, sir. Would you like some wine with your meal?

G: Yes, I’m thinking of it.

B: Here’s the wine list, sir.

G: Thank you. You certainly have a very extensive cellar. What would you

recommend?

B: I think that a Chablis or a Muscatel would go very well with your oysters.

G: We’d like one which is very dry.

B: Then I would recommend the Muscatel.

G: Fine, we’ll take a bottle of that then.

Dialogue 3

Crazy Bar

(B=Bartender A=Guest A B1=Guest B C=Guest C D=Guest D)

B: Good evening, What would you like, ladies and gentlemen?

A: Let’s have a bottle of Champagne.

B1: Good idea!

C: Barman, I’d like a whisky soda, please.

B: Certainly, sir.

D: Do you have any local beer ?

B: How about San Migual, sir ?

D: We’ll try that.

B: Bottled or draught?

D: Draught, please.

Dialogue 3

Crazy Bar

(B=Bartender A=Guest A B1=Guest B C=Guest C D=Guest D)

(One hour later, one guest gets drunk and begins to shout and sing)

A: Give me a glass of brandy. Be quick!

B: Sorry, sir. We don’t have brandy any more. Will a beer do?

A: No! No! No! I want BRANDY!

B: (To his friends) it’s very stuffy here. Would you mind taking your friend out

for fresh air, ladies and gentlemen?

C: We’re sorry for disturbing others. He’s too excited today.

(They get him out of the hotel and pay the bill)

B: It’s alright. Good night and have a good rest.

Dialogue 4

(B=Bartender S=Sarah)

B: Good evening. What would you like to drink?

S: A whiskey, please. With lots of ice.

B: certainly. Are you in Beijing on business?

S: No, I’m here on holiday.

B: Oh, have you had a good time here?

S: Yes. There are many beautiful and interesting places here.

B: Yes, how long will you be staying?

S: Just a week.

B: If you can stay here longer, you may explore more interesting places.

S: Really? I’m thinking about it.

Chatting with a Guest


1. liquor 「 'likə」 n.含酒精饮料；经过蒸馏而酿成的酒（ drink 既指酒类，加soft 也指其他饮料）

2. wine 「 wain」 n. 葡萄酒 (white wine, red wine; )3. cellar 「 'selə」 n. 地窖；酒窖 4. extensive [iks'tensiv] a. 广的 ,广泛的 , 多方面的5. cellar ['selə]n n. 地窖 , 地下室 ,藏酒6. Chablis 「 ʃæblis」 n. 夏布利酒（一种白葡萄酒）7. Muscatel [mʌskə'tel] n. 麝香葡萄酒8. champagne 「 ʃæm'pein」香槟酒


9. draught 「 drɑ:ft」 adj. 散装的10. brandy 「 'brændi」 n. 白兰地酒 ( 属于酒精含量很高的烈性酒 , 用 spirits

表示， Whisky 也属于 spirits)11. stuffy 「 'stʌ fi」 adj. 闷热的；不通气的12. whisky soda 威士忌苏打：海波杯中加入适量冰块、 1份威士忌酒、适量冰镇苏打水、调酒棒 1支。

13. San Miguel 生力啤酒香港产，酒精度 5% ，琥珀色、小容量（ 330CC ）的玻璃瓶是其一大特色。

14. local beer 当地产的啤酒15. We’d like one which is very dry. 我们想要一点也没有甜味的。16. San Miguel 生力啤酒香港产，酒精度 5% ，琥珀色、小容量（ 330CC ）的玻璃瓶是其一大特色。

17. local beer 当地产的啤酒


1. What would you like for a drink? 您要喝点什么？2. Which brand of beer would you like? 您喜欢什么牌子的啤酒？3. With or without ice, sir? 先生，要不要加冰？4. Kirsch (樱桃酒 )is very popular with our guest. 樱桃酒很受我们客人欢迎。5. The canned coke costs RMB 5. 罐装的可乐售价 5 元。6. How is the temperature/bouquet/taste/color of the wine? 酒的温度 / 香味 /颜色如何？7. The wine tastes very vinegary/tart. 这酒喝起来很酸 /辛辣。8.The wine is not chilled enough. 这酒不够冰。

Knowledge Tips

1. whisky soda 威士忌苏打：海波杯中加入适量冰块、 1份威士忌酒、适量冰镇苏打水、调酒棒 1支。

2. San Miguel 生力啤酒香港产，酒精度 5% ，琥珀色、小容量（ 330CC ）的玻璃瓶是其一大特色。

3. brandy 「 'brændi」 n. 白兰地酒 ( 属于酒精含量很高的烈性酒 , 用 spirits 表示，Whisky 也属于 spirits)

4. DRY ：在葡萄酒中意为不甜 ; 在琴酒和啤酒中则为烈 .

5. ON THE ROCKS ：加冰块6. GIN ：琴酒 ,又称金酒、毡酒，杜松子酒，英国、荷兰的国饮。大致分三种：美

国 GIN ，荷兰 GENEVA ，野莓 SLOEGIN 。7. 7.年限标志： V O 代表 12-15年； V V O 代表 15-18年； V S O 代表 18-20年，

V S O P 代表 25-35年， X O 代表 45年， EXTRA 代表 75年， NAPOLENO 代表年数不详。

8. 白兰地的缩写字母意义： E 代表 ESPECIAL （特级）， V 代表 VERY （非常好）， S 代表 SUPERICR （高级）， X 代表 EXTRA （特醇）， F 代表 FINE

（好）， O 代表 OLD （老，陈年）， P 代表 PALE （淡色）， C 代表 COQNA

C （干邑）。

酒类小知识：


Practical Training

(B=Barman G=Guest)

B: Good evening ， madam. What would you____________?

G:_____________, please.

B: Is that with_____________, madam?

G: Yes, please.

B: A glass?

G: Yes, with____________, please.

B: Here’s your drink, madam._____________.

G: Shall I ________________to my room?

B: Certainly, madam.

G: Here’s my___________ .

B: Thank you, madam.

like to drink

Gin and tonic

ice and lemon

lots of ice

enjoy yourself

charge this

key card


Situations 1 ： A waiter is serving a guest from America. He shows the wine list to the guest and takes his order. The guest orders a glass of Brandy and Coke. The waiter recommends another round for him.

Situation 2: A guest who stays in the hotel would like to have some drinks at the hotel bar. He would like to try some local beer and local wine. The waiter recommends him some. They are chatting about the guest’s traveling here, his plan for the next day and the bill which will be charged to his room.

Practical Training


Practical Training

(B=barman G=guest)

B: Good evening, miss. What would you like to drink?

G: I’d like to try some local beer and local wine. Could you please recommend some?

B: We have Qingdao beer and Xuehua beer. Great Wall red wine and Zhangyu red wine are good too.

G: Ok. Great Wall red wine, please.

B: Dry?

G: Half-dry, please.

B: Are you here on business?

G: No, I’m on holiday.

B: Autumn is the best season here.


Practical Training

(B=barman G=guest)

G: Yeah, I’m lucky it’s the most beautiful season here.

B: How long will you be staying here?

G: About 10 days.

B: Would you like to charge it to your room?

G: Yes. Room 8615.

B: Could you please sign it ?

B: Thank you.

G: Could you please add more ice? I like beer with a lot of ice.

B: Certainly, Miss.

III. Put the following instructions of making “Singapore Sundown”( a kind of cocktail) in the right order. ( answer )

Practical Training

( ) Stir well

( ) Pour one measure of brandy into a glass

( ) Top up with very cold champagne

( ) Serve in a tail glass which has been chilled in the fridge

( ) Add one measure of Crème de Cacao ( 可可甜酒 )

3

1

4

5

2

IV. A Game: how much is it altogether?

.

Practical Training

A waiter is taking orders for two guests. Divide the class into two teams. One of the

students is to order from the wine list and students are to add the cost of what is

ordered. The first one to respond with the correct price wins a point for his team. The

price tag is provided below.

IV. A Game: how much is it altogether?

.

Practical Training

Prices

Whisky $12.00Local whisky $6.50Gin $10Brandy $12Vodka $10Rum $9Local rum $5.50

Double measures charged at twice the price of single measuresFree: plain water, ice and lemon

Wine Glass carafeWhite wine (house) $ 8 $25Red wine (house) $ 8 $25

Separate wine list is available

Mixers $3Soda water $3Tonic water $3Ginger ale $3.50Coke $ 3.50Lemonade $ 3.50Mineral water $ 5


1. 那是整瓶卖的。2. 您喜欢哪种苏格兰威士忌，纯的还是加冰块的？ 3.今天我想尝一尝中国的特产酒。4. 我们有生啤酒盒瓶装啤酒。5. 这酒从不上头。6. 在美国的酒吧是喝一杯交一杯的钱的。7. 我们有桶装的生力啤酒和瓶装的青岛啤酒。

Practical Training

Practical Training


1.It’s sold by the bottle.

2.How would you like your Scotch, straight or on the rocks?

3.I’d like to try something typically Chinese today.

4.We have draft and bottled beer.

5.It never goes to the head.

6. At the bars in the States you pay drink by drink as you get it.

7. We have San Miguel on tap and Tsing tao in bottles.

● Western Breakfast● Dinner a la Carte● Buffet

Basic Procedures

Chapter 21 Western Food and Buffet


1. 自助餐自助餐是一种宾客自行挑选、拿取或自烹自食的就餐形式。在餐桌服务中有服务员来完成的服务项目，在这里完全由宾客自己完成或餐厅只提供部分服务。这种就餐形式活泼、挑选性强、不拘礼节，打破了传统的就餐形式，迎合了宾客的心理，正被越来越多的人所接受。自助餐主要适用于会议用餐、团队用餐和各种大型活动的用餐。目前饭店对早餐提供自助餐服务更为普遍。开设自助餐必须确保一个最低客流量，顾客太少，显然是不合算的。2. 自助餐的收费方式（ 1 ）餐厅规定价格，餐后结账餐厅规定每客一套的统一价格，加上酒水价格，用完后再行付款。（ 2 ）根据客人自选物品累计结账客人选择食品、饮料后，用托盘端到收银处，餐厅按选择的食品种类和数量再加上饮料价格，分别计算，付款后客人方可端盘到餐桌旁就餐。第一种方式常见于各大旅行饭店，除客人自己动手选取菜肴外，其余全由服务员零点餐提供服务。

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Content

Dialogues


Knowledge Tips

Practical Training

Dialogue 1

W: Could you tell me what is wrong, madam?S: Yes, it is my steak.W: What’s the matter with it, madam?S: It is half-cooked. I have told you that I want to have well-done steak, haven’t I?W: I’m sorry you didn’t enjoy it, sir. I am quite sorry for forgetting your requirement because I am quite busytoday. I’ll return it to the kitchen and bring you one that’s well cooked.S: Sorry for the trouble. I have to attend an important annual meeting at 7 p.m. Now, it’s already 6:10.Would you like to be a little quicker?W: Ok, we will try. (After a few minutes) That’s perfectly all right. (She leaves and brings back another steak. Smith tries it)W: How do you like your steak this time, madam?S: Very good. It is cooked just right this time. Thank you.W: My pleasure. I’m glad you enjoy it. Shall I bring you some more beer?S: Yes, give me another Sunrise. Thank you.W: You are welcome. (After Smith finishes her steak) Would you like some dessert?S: No, thank you. I’ve had enough.W: What about some tea or coffee then?S: Yes, I’ll have a cup of coffee.

Western Breakfast

(W=Waitress S=Smith )

Dialogue 2(W=Waitress S=Mr. Smith M=Mrs. Smith )

W: Welcome to our restaurant, sir and madam. What would you like to have for dinner?S: Do you have dinner a la carte?W: Yes, we have. Here is the menu.S: What are the specialties of your restaurant?W: We have Blue cheese, lobster, lamb chop, beef steak, and beef stew with garlic bread.S: I would like to have beef stew with garlic bread, lobster, and a fruit salad.W: What would you like to have for dessert, sir?S: Ice cream and Coca-cola.W: And what about you, madam?M: Do you have onion soup and duck salad? W: Yes, we have.M: I’d like to have onion soup, a duck salad, a beef steak, orange juice and no dessert.W: What kind of steak would you like, rare or well-cooked, madam?M: Half-done, please.W: Would you like to have some wine? We have very good red wine and white wine.M: What do you recommend?W: I recommend Washington white wine for the beef steak and French champagne for the fish.M: Let me have Washington white wine.S: I want to have French champagne.

Dinner a la Carte

Dialogue 3

W: Good morning, sir. What would you like for breakfast?R: Do you serve Chinese buffet? I like Chinese food very much.W: Yes, we serve Chinese buffet, and Chinese buffet is the specialty of our restaurant.P: Oh, wonderful! That’s why a lot of foreign students come here. Do you have “youtiao”, “baozi”, peanuts, and porridge?W: Yes, we have. We have different kinds of food for you to enjoy. I suggest that you have the steamed dumplings with meat and vegetable. They are our local special flavors.R: Thank you. Do you have soya bean milk? I like soya bean very much.W: Yes, we have. It is free from cholesterol and quite good to your health. P: I like Chinese porridge very much. How many kinds of porridge do you have?W: There are two kinds. One is porridge with rice only. The other kind is cooked with lotus seeds, and red jujube.R: Which kind of porridge is healthier? W: According to the traditional Chinese medicine, the second kind is healthier.P: Do you serve any egg?W: Yes, we serve boiled chicken eggs and preserved duck eggs.P: Thank you very much for taking you so much time to answer our questions.Waiter: My pleasure.

Buffet

(W=Waiter R=Richard P=Philip )

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1. Buffet「 'bʌfit, bʌ'fət 」 n. 自助餐 2. steak 「 steik」 n. 牛排3. half-cooked「 hɑ:fkukt」 a. 半生半熟的4. well-done「 wel'dʌn」 a. 做得好的 , 完全煮熟的5. annual「 'ænjuəl」 a. 每年的 ,年度的6. dessert「 di'zə:t」 n. 甜食7. à la carte「 ɑ: lɑ: 'kɑ:t」 a. 按菜单点菜8. specialty「 speʃi'æliti」 n. 专长 , 擅长9. cheese「 tʃi:z」 n乳酪10. lobster「 'lɒbstə」 n. 龙虾11. lamb「 læm」 n. 羔羊 , 小羊 , 羔羊肉12. chop「 tʃɒp」 n. 厚肉片 , 排骨 v. 剁碎 , 砍 ,切13. stew「 stju:」 n. 炖汤 , 焖 ,烦恼 v. 炖汤 , 焖 , 忧虑14. garlic「 'gɑ:lik」 n. 大蒜

15. coca-cola「 'kəukə'kəulə」 n. 可口可乐 .16. onion「 'ʌnjən」 n. 洋葱17. rare「 rєə」 a. 稀罕的 , 罕见的 , 珍贵的18. recommend「 rekə'mend」 v. 建议 ,推荐 , 劝告 , 介绍19. champagne「 ʃæm'pein」 n. 香槟酒20. peanut「 'pi:nʌt」 n. 花生21. soya 「 'sɒiə」 n. 大豆 (黄豆 )22. bean「 bi:n」 n. 豆23. cholesterol「 kə'lestərəul, -rɒl」 n. 胆固醇24. porridge「 'pɒridʒ」 n. 粥 , 麦片粥25. lotus 「 'ləutəs」 n. 荷花 ( 莲花 , 莲饰 )26. seed「 si:d」 n. 种子 vi. ( 植物 )结实 ,播种 vt. 播种27. jujube「 dʒuːdʒuːb」 n. 【植】枣子 ; 枣树28. traditional「 trə'diʃən(ə)l」 a. 传统的29. preserved「 pri'zə:vd」 a.保藏的 ,蜜饯的 , 腌制的



Asking about preference:1. What would you like for dinner/dessert?2. How would you like the steak/egg?

Politely suggesting:1. I would suggest Californian red wine for the beef steak.2. What about American breakfast?

Congratulating:1. To your health (our friendship)! 2. I wish you happiness! 3. Long live friendship!

Knowledge Tips

The Western food usually refers to the food of Western Europe, and it includes that of eastern European countries, the countries around the Mediterranean Sea, as well as some Latin American nations. The main course of the western food is bread and the usual table ware is knife and fork. The western food is characterized by its beautiful shape and color, fresh and good taste, rich nutrition and great convenience. Generally speaking, the western food can be classified into French style, British style, Italian style, Russian style, American style, the Mediterranean style and other different sorts of styles.

Western Food

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Practical Training

W: Good evening, sir.B: Good evening.W: Mr.…?B: Henry Black.W: Ah, yes, Mr. Black. Are you staying at our hotel? B: Yes, I’m in Room 908.W: Thank you, Mr. Black. Have you any thing _____________as to what to drink or may I make a few suggestions?B: I have had enough Gin Fizz and Bloody Mary. But I have no idea about ____________________Chinese.W: Would you prefer our cocktail——Shanghai cocktail? It’s a ______________of real Chinese ingredients.B: That’s good. (The waiter makes the cocktail for Mr. Black and hands it to him.)W: Here is your Shanghai cocktail, Mr. Black.

in mind

cocktails mixture


Practical Training

B: Thank you. Oh, it excellent.W: It’s a new cocktail of our hotel.B: How do you it? I’d love to try it myself when I am back home.W: (He tells Black how to make Shanghai cocktail.)…B: I hope I can mix it myself. By the way, do you take here or shall I pay in cash?W: Since you are staying at our hotel you may _______________the bill. The hotel will_____________you when you leave.B: Thank you.W: You are most welcome, Mr. Black. Goodbye.B: Bye-bye.

tastes

mix

credit card

sign charge


Situation 1: Danny is going to invite his friends to dinner at his home. He

is asking his friend Lee for some suggestions. They are talking about the

food and drinks they are going to prepare for this dinner.

Situation 2: Mike is a college student and he comes to have buffet lunch

in a restaurant beside his college. The hostess welcomes and serves him.

Practical Training


Practical Training

(D=Danny L=Lee )D: Lee, I’d like to treat my guests to a special dinner. Can I get the Beijing duck?L: Yes, I’m glad that I can give you some help.D: I would like your order specialties as well: salted baked chicken, lamb in chili sau

ce, abalone in oyster sauce, lobster Cantonese style, prawn in tomato sauce and “happy family”.L: Danny, those would be wonderful.D: Yes, and I think we should start off with your assorted cold dish. But I’m not sure

about the soup.L: Well, I know you like seafood. How about the seafood and bean curd casserole?D: That sounds good to me, let’s have it. Oh, don’t forget to give me a case of Tsing

Tao Beer.L: Sure, a case of Tsing Tao Beer.D: Oh, what about dessert?L: Let me take care of dessert. It’s on the house.D: Very good. Thank you very much. I’ll see you later.L: Thank you, Danny. See you at seven.

Situation 1.


Situation 2. (H=Hostess M=Mike )H: Table for me, sir?M: Yes, give me a glass of mineral water, please. I shall have cold buffet lunch. What is this? H: This is spiced smoked fish.M: What’s that?H: That’s barbecued pork.M: I want some salad.H: What dressing would you like to go with your salad?M: Any Thousand Island dressing?H: Yes, over there, in the silver sauce boat.M: There’s no laddle in the sauce boat.H: I’m sorry, I have overlooked it. Here is the laddle.M: Thank you, sir. Have you got any vinegar?H: Yes, sir, all condiments are in the corner of the table.M: Where can I get a fork and a plate?H: It’s at the other end of the table. I’ll get for you.M: Thank you. And I also need a baby-chair for my baby.H: Wait a moment, please. I’ll arrange for you.

Practical Training

III. The following is a form about guests’ complaints. Fill each of the following blanks with an English word or phrase according to the Chinese clues given.

Practical Training

Complaints made by guests are always about the drinks and food of a hotel, environment and service quality. 饮品（ Drink ）卫生状况（ Cleanness ） dirty glass (杯子不干净 ) ；lipstick on glass (杯子上有口红印 ) ； cracked glass (杯子上有裂痕 ) ；冷热（ Temperature ）not chilled (不冰的 ) ；too warm (太热的 )质量（ Quality ） off(wine) (葡萄酒变质的 ) ；flat(beer) (啤酒走气的 )

Answer:

III. The following is a form about guests’ complaints. Fill each of the following blanks with an English word or phrase according to the Chinese clues given. (

Practical Training

食物（ Food ）新鲜程度（ Freshness ） off ( 变质的 ) ； bad (坏了的 ) ； state ( 走味的 ) ；冷热（ Temperature ） too cold/hot (太冷 /太烫 )质量（ Quality ） tough (硬的 ) ； chewy (难嚼的 ) ； fatty (油腻的 )数量 /份量（ Size ） too small (太少 / 少 )口味（ Taste ） sour (酸的 ) ； salty ( 咸的 ) ； rancid (酸臭的 ) ； too sweet (太甜的 ) ； tasteless (淡而无味的 )火候（ Cooking ） over-cooked (煮过头的 ) ； under-cooked (没煮熟的 )

Answer:

III. The following is a form about guests’ complaints. Fill each of the following blanks with an English word or phrase according to the Chinese clues given. (

Practical Training

餐厅（ Restaurant ）卫生状况（ Cleanness ） dirty (tablecloth) (台布脏的 )室内温度（ Temperature ） chilly (冷的 ) ； too warm (太热的 ) ； stuffy (闷热的 )噪音（ Noise Level ） noisy (吵闹的 )灯光（ Lightning ） too bright (太亮的 ) ； too dim (太暗的 ) ； dingy ( 昏暗的 )服务（ Service ）上菜速度（ Speed ） slow (速度慢的 ) ； pushy ( 催得太紧的 )服务态度（ Attitude ） sloppy (马虎的 ) ； unfriendly (不友善的 ) ； unhelpful (不热诚的 )专业性（ Professionalism ） clumsy ( 笨手笨脚的 ) ； dirty (不整洁的 )

IV. Complete the following dialogue by filling in each blank with a proper expression and then read it in roles.

W: Good morning. Welcome, sir. __________________________?G: Just two.W: . Please take seats.G: ? Is it too late to order breakfast?W: No, sir. Here is your menu.G: I’m in a hurry. ?W: Yes, sir. ?G: What do you have for breakfast?W: We have Continental breakfast,G: It’s simple and won’t take too much time.W: Yes, sir. ?G: I want tea.W: All right. ?G: He likes to have fresh papaya, porridge, ham& eggs and coffee.W: I’m sorry. Papaya is out of season. Would he like some grapefruit? It’s rather refreshing, too.G: Never mind. Then he will take the tomato juice.W: All right, sir. I’ll bring right away what you order.(A while later) W: ? G: Very well, ? W: Yes, sir. Here is your bill. Ninety Yuan in total. G: This is one hundred Yuan. Keep the change. It’s for you. W: No, thanks. Here is ten Yuan. We don’t accept tips. .Thank you for coming. Please come again.

How many persons

This way, pleaseMay I have a menu, please

Practical Training

Can you take my order now What would you like to have for breakfast

Then do you like coffee or tea

May I ask you how about your friend’s choice

Is everything all right, sir can I have my bill, please

It’s a pleasure for me to serve you

1. 你们有一张两人用餐的桌子吗？2. 你的牛排要几成熟？3. 你喜欢吃海鲜吗？4. 我想喝啤酒和葡萄酒。5. 这里的饭菜和服务都很出色。6. 我们爱吃鱼、火腿、鸡蛋和牛排。7. 请给我拿一把干净的叉子。8. 我建议为我们的友谊干杯！

Practical Training


Practical Training


1. Have you got a table for two?2. How do you like your steak cooked?3. Are you fond of seafood?4. We’d like to have beer and wine.5. Both the food and service are excellent here.6. We want fish, ham, eggs and steak.7. Would you please bring me a clean fork?8. I propose a toast to our friendship.

● Signing the Bill● Way of Paying ● Explain the Bill

Basic Procedures

Chapter 22 Ways of Paying


信用卡结账（一）当客人示意结账时，服务员应迅速将账单递给客人。（二）确认客人的信用卡是否是本店受理的信用卡，查验信用卡的有效期，持卡人的姓名和性别、身份证，并向客人道谢。（三）由服务员将信用卡、身份证和账单递交收银台再次核对信用卡的有效期、持卡人的姓名和性别、身份证，一切无问题后填上信用卡签单金额，经刷卡后交服务员再拿回请客人进行账单签名，经服务员核对客人签字与卡上的签字无误后，才可把信用卡与签单的顾客联交还给客人。（四）如果发现签名有疑问，可与授权中心取得联系，进一步查验身份证相片与持卡人相貌是否相符，之后将卡交还持卡人。（五）再次向客人道谢。支票结账（一）客人示意结账时，服务员迅速将账单递送给客人。（二）核对支票的有效期限，请客人出示有效证件。（三）服务员将支票，账单及持票人有效证件交收银台，收银员办理有关事宜。（四）服务员将支票的副联、发票及客人的有效证件归还给客人。（五）再次向客人道谢。

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Content

Dialogues


Knowledge Tips

Practical Training

Dialogue 1

W: Is there anything else that I can do for you, sir and madam?M: No, thank you. We have finished our dinner, and can you help us to take the bill now?W: Yes, madam. (She fetches the bill and gives it to Mrs. Smith). Here you are, madam?M: 110 Yuan! I think you must have made a mistake. Can you tell me what we had?W: You had three bottles of beer and a glass of lemonade, didn’t you?M: No, we only had two bottles of beer and a glass of lemonade!W: (Checking the bill with great care) Oh, I’m awfully sorry, madam. I’ll go back to change the account. I’m sorry to have kept you waiting. Would you mind checking it again?S: That’s all right.W: Thank you very much. Please sign the bill. And I hope you have enjoyed your dinner.S&M: Thank you very much.

Signing the Bill

(W=Waitress S=Mr. Smith M=Mrs. Smith )

Dialogue 2

(W=Waitress H=Mr. Harry Je=Jerome F=Flora J=Jim )W: Good evening. Mr. Harry. How are you this evening?H: Find. Thank you, Doris. Give me a table for four?W: Sure. Will this one suit you?H: This will do.W: Here is the wine list.H. Thank you. (After a while.)W: Would you like to order?Je: I don’t know what I want. Can you suggest?W: An aperitif or some cocktail? We have White Rose, Pink Lady, Sherry and so on.Je: That sounds good. I’ll have White Rose. How about you, Flora?F: I’m not really a drinker. I’d like soft drinks. Orange juice, please.W: What would you like to drink, Mr. Harry?H: I’ll stick to my usual.W: A whisky, no ice, no water. Am I correct, Mr. Harry?(to be continued)

Paying with Credit Card

Dialogue 2(W=Waitress H=Mr. Harry Je=Jerome F=Flora J=Jim )

H: Right. What would you like, Jim?J: Give me a Perfect Manhattan.W: Fine. One White Rose and one orange juice for the ladies and one Whisky, no ice, no water and one Perfect Manhattan.W: Harry: Yes. Thank you.H: Give us one more round of drinks, Tom.W: Yes, Mr. Harry.H: Give me the bill. W: Here is your bill. It totals 40 dollars, including service charge.H: Do you take credit card?W: Yes, credit card is OK. (Shortly after Harry pays his bill.) Please come again. Have a nice day.

Paying with Credit Card

Dialogue 3

W: Welcome to our restaurant. Have you made your reservation?F: No, we haven’t.W: I’m sorry to tell you that all tables are fully reserved tonight. Would you please wait a while in our bar? Could you tell me your name, please?J: OK, my name is Jack. Can you tell me how long we have to wait?W: About a quarter. Would you like something to drink?F: Great. Would you please bring us a bottle of orange juice and a glass of ginger beer?W: Certainly, sir. (A few minutes later Frank and Jack seat themselves.)W: Here is the menu, sir. What would you like to have tonight?F: We prefer chicken; and I want coffee. What do you want, Jack? J: I want tea.(to be continued)

Paying in Cash

(W=Waiter F=Frank J=Jack )

Dialogue 3

W: Very good. What kind of wine would you like to drink?F: White wine, please.W: All right. I’ll bring you the wine soon. (After the guests have finished their dinner, the waiter comes.)W: Is everything good, sir?J: Yes, pretty good. Can I have my bill?W: Sure, Mr. Smith, here is your bill. It totals 250 RMB.J: Do you accept the payment of credit cards?W: Sorry, we only accept cash payment.J: All right. Here’s 250 Yuan. W: Thank you, sir. Please come again.

Paying in Cash

(W=Waiter F=Frank J=Jack )

Dialogue 4

W: Is everything good, sir and madam?M: Yes, pretty good. W: What else would you like to have?G: No more. W: What do you think the food in our restaurant?M: Delicious! I will tell my colleagues to come to enjoy the food in your restaurant. W: Thank you very much.G: Can I have my bill, please?W: Here is your check. (to be continued)

Explain the Bill

(W=Waitress G=Mr. Gilbert M=Mrs. Gilbert )

Dialogue 4

lemon meringue pie ＄ 2.25apple pie a la mode ＄ 1.55roast beef, a la carte ＄ 6.95 apple pie ＄ 1.25liver and onion dinner ＄ 4.25three beers ＄ 3.00turkey dinner ＄ 5.25three coffees ＄ 1.20tea ＄ 1.00sub-total ＄ 26.715% tax ＄ 4total ＄ 30.7G: This is 31 dollars. Keep the change, please.W: Thank you. See you again.

Explain the Bill

(W=Waitress G=Mr. Gilbert M=Mrs. Gilbert )


1. lemonade [.lemə'meid] n. 柠檬水2. ginger ['dʒindʒə] n. 姜 ,精力 ,淡赤黄色 a. 淡赤黄色的 v. 使 ... 活泼 , 使 ...

有生气3. credit ['kredit] n. 信用 , 荣誉 , 贷款 ,学分 v. 归功于 , 赞颂 ,信任4. meringue [mə'ræŋ] n. 蛋白与糖制成的糕饼5. sub-total[ sʌb'təutl ] n. 小计 .


1. Would you like to have the bill now?2. It comes to 30 US dollars at today’s exchange rate.3. What credit card do you holding, sir?4. You can pay with traveler’s checks.5. You have to change the US dollars into RMB at the exchange

counter over there.6. I must apologize for the miscalculation.7. Don’t think the price is reasonable?8. We’ll give you the change in local currency if that is all right.

Offering help

Knowledge Tips

Settling accounts is one of the skills that a waiter should have, and is the final step in hotel service. What’s more, it is the most important part in hotel management. The accuracy and promptness of settling accounts has direct influences on the economic efficiency of the hotel. A waiter or waitress should be skilful in the means and procedures of account settlement.

Settling accounts

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Practical Training

W: Welcome to our restaurant, sir. How many people, please?B: Only one.W: Where would you prefer to sit?B: I’d like to sit by the window over there.W: This way, please. Here is your menu, sir. Wait a minute, I’ll be back soon. (After a while)W: Sir, what would you like to have today? Table d’hôte or a la carte?B: I want . What do you recommend for today?W: Golden fried prawns. They are very fresh, specially prepared by our . Would you please try it?B: Sounds great. I’ll your advice.W: Perhaps you would like to start with a soup or a salad.

a la carte

chef accept


Practical Training

B: All right, I want French Onion Soup.W: What would you like to have for dessert? Hot apple or ice-cream?B: That’s fine, I’ll take ice-cream. Thank you very much for your .W: My pleasure. (A few minutes after the guest has finished his lunch.)W: Is everything all right, sir?B: Very well, would you like to show me my , please?W: Yes, sir. Here is your bill. Your bill totals 300 RMB, including service charge.B: Do you American credit cards?W: Yes, credit card is OK. (Shortly after Brown pays his bill.) Please come again. Have a nice day!

Baked pie

suggestion

bill

honor


Situation 1: Mr. Henry has dinner in a restaurant. After his dinner, he is paying with credit card.Situation 2: Mike is having dinner in a restaurant. Harry. After their dinner, Harry wants to pays the bill using his credit card, but the waiter says that the restaurant only accepts cash payment.

Practical Training


Practical Training

(H=Henry W=Waiter )H: Waiter, can I have the bill?W: Yes, sir. (The waiter brings the bill.)W: Here is your bill, sir. Your bill totals 145 Yuan RMB.H: How much is that in US dollars, please?W: Just a moment, sir. I’ll calculate it for you. It comes to 17 US dollars at today’s ex

change rate.H: I see, thanks. I’m afraid I haven’t brought enough cash with me. Do you honor cre

dit cards?W: Yes. What kind have you got, sir?H: American Express.W: That will be fine. May I take a print of it?H: Here you are.W: Thank you, sir. Please come again. Have a nice day!

Situation 1.


Situation 2. (M=Mike W=Waiter )W: Would you like something else, sir?M: No, thanks. Can I have the check?W: Yes, sir. Here is your bill.M: How much?W: Your bill totals 350 RMB, sir.M: (Going over the bill) What’s the 100 RMB for?W: 90 RMB for three drinks plus 10% service charge.M: Why is the drink so expensive?W: I’m sorry, sir. But we have to pay high taxes on imported drink.M: I see. Thank you for your help. Then how much is that in US dollars?W: Just a moment, sir. Today’s exchange rate is RMB 8.5 for one dollar. So it comes to 41.17 US dollars.M: Do you honor American credit cards?W: Sorry, cash only, either Foreign Exchange Certificate or Renminbi. M: All right. Here’s 42 dollars. You may keep the change.W: Thank you, sir.

Practical Training

III . Read the following Passages and answer the questions. ( answer )

Practical Training

1. What are the major ways of account settlement?Settling accounts is one of the skills that a waiter should have, and is the final step in hotel service. What’s more, it is the most important part in hotel management. The accuracy and promptness of settling accounts has direct influences on the economic efficiency of the hotel. A waiter or waitress should be skilful in the means and procedures of account settlement. The main ways of settling accounts are as followings: cash settlement, signing bills, credit card settlement and check settlement.2. How many steps should be followed in cash settlement? What are they?As far as cash settlement is concerned, a waiter should follow the five steps below. First, a waiter is required to go to the cashier’s quickly and bring the bill with the opposite side upward to the customer, who shows that he intends to pay his dinner. Second, a waiter is expected to lean a little when he offers the bill to the customer. Additionally, he should speak politely by addressing the customer “Sir/Madam, here is your bill”. A waiter is not allowed to speak out the total bill unless he is asked to do so by the customer. Third, a waiter has to explain with patience when the customer has questions about the bill. The waiter should give the cash paid by the customer to the cashier’s as quickly as possible, where the cashier accepts the money, gives the changes, prints an invoice and affixes a seal to it showing the dinner has been paid. When the waiter offers the changes and the invoice to the customer, he is requested to remind the customer that the changes should be counted on the spot, and expresses his thankfulness to the customer for his coming.


Practical Training

3. How many steps should be followed in settlement by signing the bill? What are they?If the customer signs the bill, the following five steps should be observed. First, a waiter is required to go to the cashier’s quickly and bring the bill with the opposite side upward to the customer, who shows that he intends to pay his dinner. Second, the customer is asked to show the room card. Then the waiter checks whether the room number in the room card is in agreement with what is written on the bill, and whether the bill is in the period of validity. If the customer signs the bill, he is not able to receive an invoice from the dinner hall. Only when he leaves the restaurant can he is offered the invoice from the front desk. The waiter is required to convey thanks to the customer after the waiter signs his name on the bill, and gives it to the cashier’s immediately. At last, if the customer is from a company which has frequent and long business exchanges with the hotel, he can only fill a form with his signature on it by making clear such information as the name of his company, the address, his name and the total money he has to pay, and the intended date of payment.


Practical Training

4. How many steps should be followed in settlement by the credit card? What are they?As to credit card settlement, a waiter is, first of all, required to go to the cashier’s quickly and bring the bill with the opposite side upward to the customer, who shows that he intends to pay his dinner. Then a waiter is required to check whether the credit card of the customer is accepted by the hotel, the terms of validity, the name, gender, identity number of the card holder, and express his gratitude to the customer. Next, the waiter sends the credit card, identity number and bill to the cashier to recheck the terms of validity, card holder’s name, gender and identity card. If nothing is wrong, the customer write down the money he is going to pay by credit card on a form. After his payment, the customer is asked to sign his name on the form. Then the waiter makes sure that there is no mistake, and sends the credit card and form to the customer. If the waiter has some doubt about the signature, he can get in touch with the authorized center and make a further investigation whether the photo on the identity card is in agreement with that of the card holder. After the confirmation, the waiter returns the credit card to the customer, and shows his thanks to him for coming.


Practical Training

5. How many steps should be followed in check settlement? What are they?When the customer pays the bill by his check, he should abide by the five rules. First, a waiter is required to go to the cashier’s quickly and bring the bill with the opposite side upward to the customer, who shows that he intends to pay his dinner. Second, he is expected to check the validity period of the check, and asks the customer to show effective credentials. Then, the waiter hands in the check, bill and credentials of check holder to the cashier. Next, the waiter gives the invoice and credentials and so on to the customer, and conveys his thanks politely to the customer.

IV. Complete the following dialogue by filling in each blank with a proper expression and then read it in roles.W: What can I do for you, Mr. Black?B: ?W: Yes. The minimum charge for a 150 people dinner party is 5000 Yuan, not including drinks.B: Then, ?W: It depends. Mr. Black.B: ? Can you explain in detail?W: Yes. We have different ways. It’s quite common for the organizer to pay for all the drinks for his guests. B: . It probably will be a great many.W: ?B: What do you mean by “open bar on a fixed price”?W: It means the organizer fixes a drink price and guests can drink freely during the fixed hour within the fixed price.B: . Any other ways?W: Yes, we have “cash on delivery”. .B: . Thank you very much. I will talk with my boss and then make our decision.

Could you tell me the minimum charge for a dinner for 150 people?

Practical Training

Could you tell me how much you charge for the drinks?

What do you mean by “it depends”

I’m afraid my company won’t accept that since we don't have any idea how many drinks will be consumed

That sounds much better It means that the guest have to pay the drinks themselves.

Oh, they wouldn’t be happy about that.

What about "open bar on a fixed price”

1. 十人宴会的最低价是一千元人民币，不包括饮料。2. 请告诉我今天的外汇换率好吗？3. 今天的汇率是 8 元兑换 1美元。4. 你们餐馆收不收外币？5. 我们收维萨卡、万事达卡和美国运通卡。

Practical Training


Practical Training


1. The minimum charge for a ten-person dinner is 1,000 RMB, not including drinks.2. Would you please tell me the foreign exchange rate of today?3. The exchange rate today is 8 Yuan for one US dollars.4. Does your restaurant accept foreign currency?5. We take Visa, MasterCard, and American Express.

● Greeting Customers ● Recommending Jewelry● Introduction China Silk● Testing the Quality

Basic Procedures

Chapter 23 At the Arts and Crafts


外出旅游，理智地选择购买物品，可使你得到更高性价比的购物享受。即使在合同约定的购物场所里，旅游者也有不购物的自由。以地方特色作取舍。地方特色商品，不仅具有纪念意义，而且正宗，有价格优势。以小型轻便为首选。人在旅途，游山玩水、乘坐车船并不轻松，行李越少越好。不宜购买体积笨重庞大和易碎商品。不要贪便宜。很多风景区都有兜售假冒伪劣商品的，如珍珠、项链、茶叶之类，游客可要禁得住价格和叫卖的诱惑。自己作主。相信自己的判断力，不要被导游或售货员的热情蒙骗，做一个成熟的消费者。

http://image.baidu.com/i?ct=503316480&z=0&tn=baiduimagedetail&word=%BB%C6%C9%BD%CD%BC%C6%AC&in=26861&cl=2&cm=1&sc=0&lm=-1&pn=0&rn=1&di=9873627123&ln=2000&fr=ala0&ic=0&s=0

Content

Dialogues


Knowledge Tips

Practical Training

Dialogue 1

E: Good morning. Is there anything that I can do for you?S: Good morning. We’re just looking around. Your shopping mall is in the downtown area and is one of the most attractive places in Changzhou.E: Thank you, sir. Changhzou Daily has made an investigation and ranks our shop as one of the best shops in Changzhou. I do suggest that you look around.M: You know, we are from Britain and If I buy some commodities from your shop, can you help us to transport them to Britain?E: Of course, we can, madam. The shipping system of our shop has a very good reputation. We can promise to use materials of good quality to pack the things you buy and ship them to any specific place at your requests.M: We are glad to hear that. We’d like to buy some souvenirs during our stay in Changzhou. Where can we buy souvenirs typical of Changzhou?E: You can buy things such as jewels, clothes and other artifacts in our Souvenir Department. Come this way, please. S: By the way, could you tell me how we pay for goods?E: Well, we only accept cash payment.S: Thank you very much.E: You are welcome.

Greeting Customers

(E=Emma S=Mr. Smith M=Mrs. Smith )

Dialogue 2

(E=Edith G=Georgia )E: Good morning, madam. What can I help you?G: I’d like to buy a necklace.E: Do you wear it?G: Oh, no. My mother is going to have a birthday next month. I want to buy one necklace for her as a present.E: Which do you prefer, an artificial pearl or a natural pearl? G: Can you tell me which is more valuable?E: A natural pearl, certainly. But an artificial pearl is just as beautiful as a natural one .G: Oh, I see. The necklace over there is very beautiful, isn’t it? How much is it?E: It costs thirty thousand Yuan. G: It is rather expensive.E: Yes, because it is made of fifty pearls which are of the size and color. G: I am afraid that I could afford so much money.E: You can choose a cheaper one. We have other types. G: Ok, how about this one?E: It is only fifteen thousand Yuan. G: It is much cheaper. I think I’ll take this one.E: What else would you like to buy?G: Nothing else. Thank you.E You are welcome.

Recommending Jewelry

Dialogue 3

E: Good morning, madam. What can I help you?F: I’d like to buy a silk skirt.E: This silk skirt feels rather smooth, doesn’t it?F: Yes, it does. This kind of silk is the popular material this summer.E: Really? But it seems to me that silk clothing needs ironing after each wash. It must be very troublesome.F: You can follow my suggestions. First, you’d better wash it by hand instead of using a washing machine. In this way, you can keep it in shape.E: Could you tell me how to prevent discoloration?F: That’s easy. Just wash it in cold water and dry it in the shade.E: I see. What else will you suggest?F: Amm… I advise you to use some specially-designed detergents for delicate fabrics such as silk and wool so as for silk to remain soft and smooth.E: Thank you very much for your explanation.

Introducing China Silk

(E=Emily F=Freda )

Dialogue 4

E: Good afternoon, sir. Is there anything that I can do for you?M: Good afternoon. I want to buy a present for my wife to celebrate our 10th wedding anniversary. Can you give me some suggestions on what I should buy for her?E: Why not buy a necklace?M: Great idea. Can I have a look?E: Yes, sir. There are two different kinds of necklaces, namely, necklaces of 14 and 18 karat gold. M: Oh, I see. I’d like to buy a necklace of 14 karat gold. Do you have the necklace decorated with a precious stone?E: Yes, we have. Look at the necklace on display over there. Which one do you prefer, the one embedded with emerald or the one inlaid with jade?M: I’d like to buy a necklace decorated with jade. I often hear someone buys a necklace inlaid with a fake jade. You know, I do not want to buy a fake one, however, I don’t know the difference between a real jade from a plastic substitution. Can you help me?E: Of course, I can. One the one hand, Jade is always cool to the touch and resists scratching with a knife. On the other hand, you may take a knife to destroy it and see how the seller reacts.M: Thank you very much.E: You are welcome.

Testing the Quality

(E=Ella M=Mike )


1. attractive [ə'træktiv] a. 有吸引力的 , 引起注意的2. investigation [in.vesti'geiʃən] n. 调查3. commodity [kə'mɒditi] n. 商品 , 日用品4. reputation [.repju(:)'teiʃən] n. 名誉 , 名声5. request [ri'kwest] n. 要求 , 请求 vt. 请求 , 要求6. souvenir ['su:vəniə] n. 纪念品7. typical ['tipikəl] a. 典型的8. artifact['ɑ:tifækt] n. 人工制品 ( 制造物 ,石器 )9. jewelry ['dʒu:əlri] n. 珠宝 ,珠宝类10. pearl [pə:l] n. 珍珠 v. 用珍珠装饰11. artificial ['ɑ:tifiʃəl] a. 人造的 , 虚伪的 , 武断的12. afford [ə'fɒ:d] v. 提供 , 供应得起 , 给予13. iron ['aiən] a. 刚强的 n. 铁 ,熨斗 v. 熨 ,烫 ,烫衣服 vt. 熨烫14. troublesome ['trʌblsəm] a. 令人烦恼的 ,讨厌的


15. discoloration [dis 'kʌlə'reiʃən] n.褪色16. detergent [di'tə:dʒənt] n. 清洁剂17. delicate ['delikit] a. 细致优雅的 , 微妙的 ,美味的18. fabric ['fæbrik] n. 织物 ,布 ,结构19. anniversary [.æni'və:səri] n. 周年纪念 ( 日 ) 20. karat21. decorate ['dekəreit] v. 装饰 ,装修22. embed [im'bed] v. 使插入 , 使嵌入 ,深留 [ 计算机 ] 嵌入23. emerald ['emərəld] n. 翡翠 , 绿宝石 , 翠绿色 a. 翡翠的 , 翠绿色的24. inlay ['in'lei] v. 嵌入 , 镶嵌 ,插入 n. 镶嵌物 , 镶嵌细工 , 镶补25. fake [feik] n. 假货 , 欺蹒 a. 假的 v. 假造 , 仿造26. substitution [.sʌbsti'tju:ʃən] n. 代理 ,替换 ,交换27. resist [ri'zist] v. 抵抗 ,耐得住 , 压制28. destroy [dis'trɒi] v. 破坏 , 毁坏


Inquiring1. Do you have a T-shirt with color painted face of Beijing

Opera?2. Well, I still want to take home some real typical

Chinese souvenirs. Could you recommend any?3. What do you think of this Chinese frock, madam?


Suggesting1. Why not have a look at the cloisonné, silk and kites, etc.2. What about this brown one? It’s made of leather and the price is

reasonable.3. I suggest that you should take some Chinese tea home.

Knowledge Tips

Pottery& calligraphy Pottery has a history of over 8,000 years and known as the oldest artwork of human beings. Chinese accomplishments in pottery works can be seen from Terra Cotta Warriors, in Xian, Shaanxi Province, and the Tricolor Glazed pottery of the Tang Dynasty (618 - 907) and so on.

Calligraphy to which people both then and now attach great importance this highly stylized form of writing and has been developed by many eminent calligraphers of many different dynasties. Referred to as the ‘four treasures of study' (writing brush, ink stick, paper, and ink slab) are regarded as the indispensable tools when writing.

http://www.travelchinaguide.com/intro/arts/pottery.htm

http://www.travelchinaguide.com/attraction/shaanxi/xian/terra_cotta_army/

http://www.travelchinaguide.com/intro/arts/chinese-calligraphy.htm


Practical Training

( E=Ella M=Mike )M: May I take a at that pair of shoes over there? E: Certainly. What’ your ?M: I’m not so sure. Sometimes I_______size 24, and sometimes even smaller.E: I see. Here’s a pair about your size, madam. You can try them on.M: Thank you. Are they or leather?E: They’re all leather. Now, how do they feel?M: They are comfortable, but they’re a bit across the toes. I suppose they’ll give a little.E: Yes, they’ll with wearing.M: The style is OK, but do you have other colors?E: What about those gray ones?M: I prefer black. It’s a good color, especially for people of my age. It with everything.E: Do you like the high heels?M: No, thanks. I prefer shoes. They are more . Well, I think I’ll take these ones. Thank you very much for your help.E: It’s a pleasure to help you.

look size

wear

synthetic

tight

stretch

goes

flat comfortable black

II: Make dialogue according to the situations

Situation 1: Linda wants to buy a Qipao in a shop, and a salesclerk greets her and suggests that she should try one made from Suzhou silk.Situation 2: Susan wants to buy a necklace in a shop and the shop assistant serves her.

Practical Training


Practical Training

( S=Salesclerk L=Linda )S: Welcome, sir and madam. Can I help you?L: Yes. I’d like to buy Qipao for myself. Are there any ready-made ones of my siz

e?S: Ye, there are. You may choose the style you like from this book. I suggest you

buy a sleeveless style. It would display your youth.L: Oh, this one. I like this style. Better dark green, with some embroidery on the fr

ont.S: Fine. How about this one? It is made from precious Suzhou silk, and sells prett

y well.L: Wow, terrific! Can I try it on? How does it look on me? Do you think the slits ar

e a bit too high?S: No, not at all. You seem to have an excellent figure in it as if the dress was ma

de specially for you.L: Really? That’s most kind of you! I’ll take it.

Situation 1.

II: Make dialogue according to the situations (examples)

Situation 2. ( S=Susan SA=Shop Assistant )

SA: Good afternoon, madam. Do you want to buy a necklace?S: No, I’m just looking.SA: We have pearl, gold and cloisonné necklaces. Please have a look at these nice things.S: Show me the pearl ones, please?SA: How lucky you are. A batch of pearl necklaces came in stock last week. Here you are, madam.S: Are they the latest style?SA: Sure.S: Could I have a look at them?SA: The natural ones or artificial ones?S: It seems that the artificial pearls are as lustrous and beautiful as the natural ones.SA: Yes, but natural pearls are more valuable.

Practical Training

III. Read the following passage about beer and different kinds of glasses as well as devices for cocktailing, and fill in the each blank below each picture with a word or phrase in the box below. An example has been given below.( answer )

Practical Training

ice bucket, champagne, old-fashioned, highball, Collins, white wine, sherry, cordial, red wine, Bandy snifter, shaker, jigger, blender, juicer, corkscrew, measuring jug, pitcher, margarita, martini, shooter, pilsner,

搀酒高杯科林斯杯搅拌器鸡尾酒摇混器雪利酒杯红葡萄酒杯香槟酒杯露酒杯大量杯大水罐白兰地小口矮脚杯白葡萄酒杯玛格丽塔酒杯冰桶榨汁器马提尼杯平底矮杯高脚啤酒杯古典杯小量杯瓶塞钻

• Beer is a bitter alcoholic drink made from grain. Beer is the world's oldest and most widely consumed alcoholic beverage and the third most popular drink overall after water and tea. It is produced by the brewing and fermentation of starches mainly derived from cereal grains—most commonly malted barley, although wheat, maize (corn), and rice are widely used. Most beer is flavored with hops, which add bitterness and act as a natural preservative, though other flavorings such as herbs or fruit may occasionally be included.

• Some of humanity's earliest known writings refer to the production and distribution of beer: the Code of Hammurabi included laws regulating beer and beer parlors, and "The Hymn to Ninkashi," a prayer to the Mesopotamian goddess of beer, served as both a prayer and as a method of remembering the recipe for beer in a culture with few literate people. Today, the brewing industry is a global business, consisting of several dominant multinational companies and many thousands of smaller producers ranging from brewpubs to regional breweries.

• The basics of brewing beer are shared across national and cultural boundaries. Beers are commonly categorized into two main types—the globally popular pale lagers, and the regionally distinct ales, which are further categorized into other varieties such as pale ale, stout and brown ale. The strength of beer is usually around 4% to 6% alcohol by volume (abv.) though may range from less than 1% abv., to over 20% abv. in rare cases.

• Beer is often contained in pilsners, glasses, mugs or tankard. Whisky is usually contained in tumbler. Other contains of liquor are shooters, highball glasses, balloon glasses snifters and so on.

http://en.wikipedia.org/wiki/Alcoholic_beverage


( S=Susan E=Ella )E: Good morning, madam. What can I for you?S: Good morning. ?E: Yes, madam. We have different kinds of silk fabrics. There are Suzhou brocade and gauze…S: ?E: Certainly, madam. We have brocade of natural silk and figured satin of natural silk. ?S: I want brocade. ?E: Yes. Which color do you prefer, dark or light?S: Light colors.E: Here is a light one. It’s orange. What do you think of it? S: Oh, it seems a bit too loud. ?E: Yes. What about this color?S: This one is fine. .E: Well, China is the cradle of silk fabrics.Susan: OK. Please give me two meters. E: Yes, madam.S: Thank you. .E: In fact, all the materials here are colorfast, .

Practical Training

Will you please show me some silk fabrics, please?

Do you have natural silk fabrics?

Which do you prefer, madam? Would you like to show me the best you have?

Will you show me something else?

No wonder that Chinese silk is world-famous

I wonder if the color will run in the wash Please wash it in lukewarm soap water and rinse well.

1. 这种玩具在中国很受欢迎。2. 做工讲究，颜色雅致，你穿正合适。3. 为什么不买一副玉手镯呢？4. 我建议你一条买镶有心形宝石的蓝色项链。5. 看看那些小动物，它们是用玻璃做成的。6. 请告诉我这种产品的主要特点。

Practical Training


Practical Training


1. This toy is very popular with Chinese children.2. The tailoring is exquisite, the color is graceful and it just suits you.3. Why not buy a pair of jade bracelets?4. I suggest that you should buy a blue necklace with a heart-shaped precious shape.5. Just have a look at those tiny animals. They are made of glass.6. Please tell me the main features of this product.

● Introducing China Painting● Chinaware● Recommending other products

Basic Procedures

Chapter 24 At the Souvenir


如今去海外旅行的机会越来越多，搜罗纪念品就更需要费点心思，否则回到家里看到千里迢迢带回一些大路货，心里实在不是滋味。各国不同的土产一向是最佳的旅游纪念品，如今一些传统收藏品也逐渐成为人们不错的选择。 ▲ 首饰一般来说，产于一个世纪或者三四十年前的卡地亚、蒂芬尼之类的名牌在地摊与古董店里都很容易觅得，而到英国、法国的小镇上找到如今尚在营业的金银首饰铺，为自己定制个项链、戒指也不是难事。 ▲古旧银器这是西方国家往昔的日常用品。虽然出自著名厂家的物品收藏者众多，不太容易以便宜的价钱买到，但寻觅到一个做工上佳的银盘或者小银勺、小银铃还是很容易。 ▲瓷器法国、德国、英国都出产质量不错的瓷器，日本的瓷器民族风格十分明显，往往也是集实用与装饰于一体的绝佳纪念品。瓷器的价钱不算太高，尤其是几次出国按照某个专题收藏的瓷器积累到相当的数量以后，作为家庭装饰的趣味便会大增。 ▲钟表、钢笔、打火机作为传统的收藏项目，钟表、钢笔、打火机在海外的价钱往往比在国内低很多，同时款式与保存状态都十分令人满意。 ▲ 小件家具国外的大件精美家具其实非常值得购买，但它们往往运输困难，价钱也不便宜，所以小件的镜子、相框、灯具等便是首选。

http://image.baidu.com/i?ct=503316480&z=0&tn=baiduimagedetail&word=%CF%EE%C1%B4%CD%BC%C6%AC&in=21855&cl=2&cm=1&sc=0&lm=-1&pn=36&rn=1&di=10097881650&ln=2000&fr=ala0&ic=0&s=0

Content

Dialogues


Knowledge Tips

Practical Training

Dialogue 1

F: Good morning, sir. What can I do for you?S: Do you sell ancient Chinese paintings?F: Yes, we sell a variety of ancient Chinese paintings. Chinese paintings focuses on a lot of subjects such as human figures, scenery, birds, animals, insects and so on. Which kind do you like most?S: I like paintings of famous ancient Chinese figures.F: What about “Bu Nian Tu” by Yan Zhenqin on display over there?S: Oh, it is really a good painting. Who is the man riding the horse?F: Li Shimin. He lives in Tang Dynasty and is one of the greatest emperors in the Chinese history. S: What are his contributions to the development of China?（ to be continued ）

Introducing China Painting

(S=Mr. Smith F=Faith )

Dialogue 1

F: He pays special attention to the well-being of common people. He often compares the emperor to a ship and common people to water. He says that water can help a ship float smoothly and sometimes can make it upside down. In his reign, China becomes an influential country in the world.S: That’s the very thing that I want to buy. Could you tell me if it is an original or not?F: The original one is our national treasure, you know. You can only find it in the national museum. This one is duplication, but it maintains all the characteristics of the original one.S: How much do you sell it?F: 1,200 RMB. You may think it is very expensive, but the price offered by me must be the lowest price in China. S: I’ll take it if you sell it at the price of 1,000 RMB.F: Ok, 1,000 RMB is fine.

Introducing China Painting

(S=Mr. Smith F=Faith )

Dialogue 2

(S=Mr. Smith F=Frank )F: Good morning, sir. Is there anything that I can do for you?S: Have you got any chinaware?F: Yes, we sell different sorts of chinaware, such as tea sets, plates, glasses, vases and so on. Which do you prefer?S: I like tea sets very much.F: What about this one? It is made in Jingdezhen and has special design. S: Yes, this one is very attractive. I like it very much. By the way, where is Jingdezhen? F: It is in Jiangxi Province and quite famous in the world as “the capital of chinaware”. S: That set of tableware is also wonderful. I want to buy it too.F: Yes, indeed. It is also made in Jingdezhen, and of the best quality porcelain. It is for show instead of for use. S: Oh, it must be most precious. Can I have a look? F: Yes, sir. S: How much are the two sets?F: Altogether 400 Yuan RMB.S: OK, I will take them both.

Chinaware

Dialogue 3

E: Good morning, sir. Is there anything that I can do for you?B: Have you got any perfume?E: Yes, we have different sorts of perfume for different ages. What kind do you need?B: Would you like to show me the perfume for a forty-year-old lady?E: Why not choose this one? Most ladies like to use it very much. I am sure that she enjoys it.B: Can I smell a little bit of it?... And can you tell which kind of perfume is fit for young ladies?E: How about that one?B: Let me have a scent of it?... Ok, it’s excellent. I’ll take two bottles. How much all together?E: Forty dollars.B: Could you help me to wrap it as a present, please? I’m going to send them to two of my best friends as birthday gifts.E: Certainly. Here you are.B: Thank you very much.E: You are welcome. Please come again. Have a nice trip in Changzhou!

Recommending other products

(B=Betty E=Edith )


1. ancient ['einʃənt] a. 古代的 ,古老的 n. 古人2. variety [və'raiəti] n. 多样 , 种类 ,杂耍3. figure ['figə] n. 图形 , 数字 ,形状 v. 演算 , 认为 ,领会到4. dynasty ['dinəsti] n. 朝代 , 王朝5. emperor ['empərə] n. 皇帝6. contribution [.kɒntri'bju:ʃən] n. 贡献7. reign [rein] n. 执政 ,主权 , 王朝 v. 当政 ,统治 ,占优势8. influential [.influ'enʃəl] a. 有权势的 , 有影响的9. duplication [.dju:pli'keiʃən] n. 副本 , 复制10. china ware ['tʃainəwєə] n. 瓷器11. attractive [ə'træktiv] a. 有吸引力的 , 引起注意的12. porcelain ['pɒ:slin, -lein ] n. 瓷器 , 瓷 adj. 瓷制的 , 精美的 , 脆的13. precious ['preʃəs] a. 宝贵的 , 珍贵的14. perfume ['pə:fju:m] n. 香水 , 香气 v. 洒香水于 , 薰香15. scent [sent] n. 气味 , 香味 , 痕迹 v. 闻出 ,循著遗臭追踪 , 发觉

Sentences for Imitation: Inquiring about one’s interest1. Would you like to see artificial or natural pearls?2. What about this silver brooch?3. Would you like to have a look at the gold chain and

silver anklet here?4. Which do you prefer, hand embroidery or machine

embroidery?5. What sort of vases are you looking for?

Introducing about souvenirs1. The pendant goes with the necklace you are wearing fabulously.2. This kind of bracelet is one of our best-selling items.

Knowledge Tips

The traditional Chinese painting is distinguished from Western art in that it is executed on xuan paper (or silk) with the Chinese brush, Chinese ink and mineral and vegetable pigments. To attain proficiency in this branch of art calls for assiduous exercise, a good control of the brush, and a feel and knowledge of the qualities of xuan paper and Chinese ink. Before setting a brush to paper, the painter must conceive a well-composed draft in his mind, drawing on his imagination and store of experience, Once he starts to paint, he will normally have to complete the work at one go, denied the possibility of any alteration of wrong strokes.

Chinese Painting


Practical Training

(P= Paul SA= Shop assistant )P: One role of 36 exposures of 35 millimeter color film, please.SA: Kodacolor or Agfa?P: Kodacolor. Tri-X, please.SA: For Tri-X we have only 20 . We have 36 exposures of Agfa, sir.P: All right. I’ll take one role of 36 exposures of Agfa. Do you have for this?SA: Yes, we sell them by half .P: O.K. One dozen flash bulbs, please. And one for the flash.SA: I’m sorry. We are all of batteries now.P: Oh, that’s too bad. Then how much ?SA: Twenty dollars.P: Here you are… Something is with the film. Will you it?SA: Here, let me give you a new one. P: Thanks.

exposuresflash bulbs

dozen battery

out

in all

wrong examine


Situation 1: Brown comes to buy a cowboy boots in a shop, and the salesclerk, Emily, greets and serves him.Situation 2: Jack comes to buy some ancient Chinese paintings in a shop. After the introduction of the salesclerk, Jack decides to buy Zheng Banqiao’s and Xu Beihong’s paintings.

Practical Training


Practical Training

( B=Brown, E=Emily )B: How much are these cowboy boots?E: Four hundred dollars.B: Oh, they shouldn’t be that expensive!E: You must be kidding! These boots are of the highest quality snakeskin, the be

st on the market. The stitching is perfect.B: I still think they’re too much.E: Well, I’ll give you a special price. Three hundred fifty.B: Well, if that’s your final price, I’ll think about it while I’m looking around some ot

her shops.E: All right, you win. Three hundred and that’s final.B: Three hundred dollars with a couple of those key chains. How about that?E: Hah! You’re robbing me! O.K. Pick out a couple.B: Thank you, and please give me a receipt.

Situation 1.


Situation 2. (S=Smith F=Frank)

F: Good morning, sir. Is there anything that I can do for you?B: Good morning. I’m very interested in ancient Chinese paintings. Do you have any good ones?SA: Yes, we do. If you step over to the showcase, you’ll find various examples.B: Ancient Chinese paintings are an important part of your national culture, aren’t they?SA: Yes, they are. Look, this is an imitation of the famous painting “Bamboo and stone” by Zheng Banqiao, a great artist of Ming Dynasty. Zheng is quite famous for drawing bamboos. How do you like the duplication?B: Oh, very much. How much does it cost?SA: 120 Yuan.B: It’s a lot of money. But the price is reasonable. I’ll take it. By the way, who painted this “Galloping Horse”? SA: This is a reproduction of Mr Xu Beihong’s world-famous painting. Mr Xu Beihong is one of the most brilliant painters of modern China. His paintings are typically Chinese while borrowing certain techniques of oil painting…B: Excellent! The picture seems to me a symbol of the strong spirit of the Chinese people

Practical Training

III. Read the following form about different tastes, texture and of food and different shapes. Fill each of the following blanks and brackets with an English word according to the Chinese clues given..( answer )

Practical Training

味道 (tastes) and 质地（ texture ） (酸的 ) (难嚼的 ) ( 柔滑的 )

(苦的 ) ( 剁碎的 ) (辣的 )

(果味的 ) (脆的 ) (清淡的 )

( 咸的 ) ( 香辣的 ) ( 有香味的 )

(细嫩的 ) (辛辣的 ) (加糖的 )

(甜的 ) (易碎的 ) (松脆的 )

(干的 ) ( 薄片状的 )

sour

bitterfruity

salty

tendersweetdry

chewychopped

crispsavory

spicycrumblyflaky

smooth

hotmildscented

sugarycrunchy


( E=Elizabeth S=Salesclerk )S: Good afternoon, madam. ?E: Good afternoon. I just want to look around.S: We have a variety of crafts. I would be glad to show you around.E: Thank you very much. My daughter takes great interest in Chinese embroidery. ?S: Yes, madam. We have different kinds, such as hair embroidery, silk embroidery, woolen needle-point embroidery and so on.E: .S: Oh, I see. ?E: Certainly hand-made. ?S: The most appreciative pieces include double-faced embroidery in different colors and in different designs. ? E: Great. ?S: 450 RMB.E: .

Practical Training

What can I do for you?

Have you got any embroidery?

My daughter likes silk embroidery very much. Which do you prefer, hand embroidery or machine embroidery? What are the best sellers, then?

Would you like this one? How much is it?

Ok, I’ll take it.

1. 它看起来高雅，的确是一件优秀的工艺品。 2. 这是机器做的还是手工做的？3. 你们有没有进口的牌子？4. 如果我发现商品有缺陷，可以退货吗？5. 你想把它包起来做礼物吗？6. 我们拥有种类繁多的景泰蓝花瓶。

Practical Training


Practical Training


1. It looks elegant. It’s indeed a fine piece of art. 2. Is this machine-made or hand-made?3. Do you have imported brands?4. Can I get a refund if I find any defect in the goods?5. Do you wish to have it wrapped as a gift?6. We have a good collection of cloisonné vases.

● Introducing Local Products● Introducing Tea● Wrapping the Goods

Basic Procedures

Chapter 25 At the Food Shop


食品选购指南（一）烘炒食品选购烘炒食品时，一要选品牌。目前炒货市场上大型知名企业生产的产品质量较为稳定。二看标识。选购时特别要注意产品的生产日期，选择保质期内、最好是距生产日期较近的产品。同时，检查包装，最好是真空包装或在包装中有脱氧剂。三品尝感觉。打开包装闻产品的气味，应无刺鼻异味；外观应没有发芽、霉变、生虫，口感应松脆。（二）糖果选购糖果，应选择有一定规模、产品质量和服务质量较好企业的产品。尽量选购近期生产的、包装完整的产品，特别注意一些含乳制品的糖果。

http://images.google.cn/imgres?imgurl=http://www.dibai.com/attachments/2009/08/3_200908150920031iirG.jpg&imgrefurl=http://www.dibai.com/%3Faction-viewnews-itemid-11920&usg=__6LNFqiTNqQz5MZp5cxH1d62sAvE=&h=768&w=1024&sz=202&hl=zh-CN&start=12&itbs=1&tbnid=XhbAmo1rVkJEpM:&tbnh=113&tbnw=150&prev=/images%3Fq%3D%25E7%25B3%2596%25E6%259E%259C%26hl%3Dzh-CN%26newwindow%3D1%26tbs%3Disch:1

Content

Dialogues


Knowledge Tips

Practical Training

Dialogue 1

M: Good afternoon, sir. What can I do for you?P: I’m going to invite my colleagues to dinner at my house tonight. I want to buy some typical Chinese wine. M: We have both strong liquors and mild wines. What kind would you like to buy?P: It’s hard for me to make a decision. Would you like to offer me some suggestions? M: As a matter of fact, it’s really a tough decision, because different people may have different tastes. In my opinion, I’d like to recommend Wuliangye and The Great Wall White Grape Wine.P: I’ve had Wuliangye before. It was too strong and I cannot stand it.M: In that case, you must be satisfied with The Great Wall White Grape Wine.P: What kind of wine is it? Is it famous in China?M: Yes, it is one of the most famous grape wine in China. We usually invite distinguished foreign guests to taste this wine. It is made of best quality grape and does much good to your health.P: Would you like to tell me how long its history is?M: It has a history of more than 100 years. The longer the wine has been stored, the more sweetish and mellow it tastes.P: Then I think I’ll take two bottles. Here is the money.M: Thank you. Please handle them carefully and come again next time.

Introducing Local Products

(P=Philip M=Mike )

Dialogue 2

(B=Brown N=Nathan )N: Good afternoon, sir. What can I do for you?B: I’d like to buy some Chinese tea. N: Which kind of tea would you like to buy?B: I don’t know much about it. Can you make some suggestions?N: China is a country with a long history of tea. Tea is composed of different vitamins, proteins, and other chemicals. It helps dissolve fat, promotes the production of digestive liquid and increases our appetite. Tea does good to people’s health. Tea can be classified into many kinds, for example, black tea, green tea, scented tea, brick tea, milk tea, jasmine tea, chrysanthemum tea and so on.B: Jasmine tea? It seems interesting to me. Could you allow me to drink a little bit before I decide whether to buy it? N: No problem.B: Wow, I like its aroma.N: Do you like your tea strong or weak?B: Rather weak please.N: How do you like the tea? B: It’s really refreshing. I like it very much. How much is it?N: 120 RMB per kilogram.B: The price is reasonable, I will take 2 kilograms. Here is the money.N: Thank you very much. Please come again. Have a nice trip in Changzhou.

Introducing Tea

Dialogue 3

F: What else you are interested in?S: I want to buy some local specialties in Changzhou.F: What about Tianmuhu fish?S: Ok, I will take it. I have bought so many things that I can’t carry them all. F: Take it easy, madam. I’ll wrap them up for you and send them to you.S: I’m very much appreciated that you wrap them up for me. Do you have Wu Xiang Guazi? I can’t imagine how beans could be flavored so deliciously.F: Yes, Wu Xiang Guazi is one of the traditional flavors in Changzhou, and has a history of one thousand years. Would you like to buy some Changhzou sesame pastries? It’s a Changzhou specialty as well, and convenient to carry.M: OK. I am going to buy 6 bags for each.F: Here you are. Now, I will stuff some soft paper into the carton and put jars in it. I will put the carton, beans, Tianmuhu fish and sesame pastries in a big plastic bag. You may check the goods in the package to see if my way of wrapping is workable.S: Thank you very much.F: You are welcome. Please handle carefully.

wrapping the Goods

(S=Mr. Smith M=Mrs. Smith F=Flora )


1. typical ['tipikəl] a. 典型的2. liquor ['likə] n. 酒3. mild [maild] a. (烟、酒 )味淡的 ,轻微的 ,温柔的 ,文雅的4. tough [tʌf] a. 强硬的 , 艰苦的 , 棘手的 ,严厉的5. distinguished [dis'tiŋgwiʃt] a. 卓著的 6. sweetish ['swi:tiʃ] a. 有点甜的 , 有点美丽的7. mellow ['meləu] a. 成熟的 , 醇的 ,熟练的8. chemical ['kemikəl] a. 化学的 n. 化学制品9. vitamin ['vaitəmin, 'vi-] n. 维生素10. protein ['prəuti:n] a. 蛋白质的 n. 蛋白质


11. dissolve [di'zɒlv] v. 溶解 ,解散12. promote [prə'məut] v. 促进 ,提升 ,升迁 ,促销13. digestive [di'dʒestiv, dai-] a. 消化的14. appetite ['æpitait] n. 爱好 , 嗜好 ,食欲 ,胃口 , 欲望15. flavor ['fleivə] n. 香味 vt 给 ...加味16. traditional [trə'diʃən(ə)l] a. 传统的17. sesame ['sesəmi] n. 芝麻18. pastry ['peistri] n. 面粉糕饼 ,馅饼皮19. convenient [kən'vi:njənt] a. 方便的20. package ['pækidʒ] n. 包裹 , 套装软件 ,包 v. 包装21. workable ['wə:kəbl] a. 易加工的 ( 可使用的 ,切实可行的 )

Sentences for Imitation: Inquiring about one’s interest1. What kind would you like to buy?2. Which kind of tea would you like to buy?3. Would you like to buy some Changzhou sesame pastries?4. How do you like the tea?

Asking for permission1. Could you allow me to drink a little bit before I decide whether to buy it? 2. Can I have a taste of the cake?

Knowledge Tips

Chinese tea

China is the homeland of tea. It is believed that China has tea-shrubs as early as five to six thousand years ago, and human cultivation of teaplants dates back two thousand years. Tea from China, along with her silk and porcelain, began to be known the world over more than a thousand years ago and has since always been an important Chinese export. At present more than forty countries in the world grow tea with Asian countries producing 90% of the world's total output. All tea trees in other countries have their origin directly or indirectly in China. The word for tea leaves or tea as a drink in many countries are derivatives from the Chinese character "cha." The Russians call it "cha'i", which sounds like "chaye" (tea leaves) as it is pronounced in northern China, and the English word "tea" sounds similar to the pronunciation of its counterpart in Xiamen (Amoy).


Practical Training

( E=Enid S=Simon )S: Good morning, madam. Is there anything that I do for you?E: Good morning. I’d like to buy some cakes. Could you give me some suggestions? S: Certainly. Since the Festival is coming. Why not buy some Chinese mooncakes? E: What are mooncakes?S: Mooncakes are the cakes on the Mid-autumn Festival. On that festival, all families gather together, eating mooncakes and enjoying the full moon. The mooncake is like the full moon and the of the whole family. E: It sounds very interesting. S: When is the Mid-autumn Festival?E: On .S: As the famous saying goes, when in , do as the Romans do. I am going to buy some so that my wife and I can enjoy mooncakes on this Mid-autumn Festival.S: Great idea. We have different kinds of mooncakes, such as sweet, meat and fruit-stuffed mooncakes and so on. Generally speaking, there are two different , namely, Cantonese style and Changzhou style.E: Would you like to tell me in what way they differ?S: Changzhou style cakes are made with fragrant nuts in them, while Cantonese style cakes are made with heavy stuffing in them. Different styles have different . It’s really difficult to make a decision on which to buy.E: Yes, I totally agree with you. I’m almost . I’d like to buy both of them.

Mid-autumn

eaten glorious

symbolizes reunion

August 15th Rome

styles

characteristics

puzzled


Situation 1: Frank is a foreign teacher working in Changzhou College of Information Technology, and wants to buy some food. He makes a phone call to Nan Bei Ma Tou and orders some.Situation 2: Hugo wants to buy some milk powder for his wife. The shop assistant greets and serves him.

Practical Training


Practical Training

( F=Frank O=Operator SA=Shop assistant )O: Hello. This is Nan Bei Ma Tou.F: Would you please put me through to your ordering department?O: Hold the line, please. (The line’s through now.)F: Hello. Is this the ordering department?SA: Yes. What can I do for you?F: I’d like to order 3 boxes of Tianmuhu beer. I wonder if you have any in stock.SA: Sure. May I have your name, address and telephone number, please?F: Yes. Richard Frank, 1 Minxin Road. My telephone number is 4889529.SA: I’m sorry I didn’t quite catch your name. Would you please spell it?F: Yes. My name is Richard Frank. R-IC-H-A-R-D, F-R-A-N-K.SA: And your address and telephone number?F: 1 Minxin Road. My phone number is 4889529.SA: Oh, yes, Mr. Richard Frank. You can expect the delivery no latter than tomor

row afternoon.F: Thank you.SA: You are welcome.

Situation 1.


Situation 2. ( H=Hugo SA=Shop assistant)

SA: Good morning, sir. Anything you want to buy in our shop?H: Yes. I’d like to buy some milk powder. What would you recommend?SA: We have many kinds for different purposes. I wonder whom you are buying for?H: My wide. She is pregnant.SA: I see, sir. We have the very thing you want: Ai Ying Mei-Calcium milk powder. Is it especially good for pregnant women and lactating mothers?H: Is it?SA: You may rest assured. It sells well all over China and enjoys a good fame.H: May I have a look at the English introduction?SA: Certainly. Here you are.

Practical Training

III.

Practical Training

. Match Column A with the currency on Column B. (answers)

China RenminbiIndia RupeeIndonesia RupiahJapan YenKorea WonMacao PatacaSingapore DollarFrance FrancGermany MarkHongkong H.K.DollarGreat Britain PoundRussia RubleBrazil CruzeirroCanada DollarMexico PesoUSA DollarAustralia Dollar


( SA=Shop assistant S=Smith )SA: Is there anything else that interests you?S: .SA: What about Nanjing Roast Duck?S: ?SA: The color of the Nanjing Roast Duck is purplish red and skinny bright. Its skin is crisp and the meat is tender. Its taste is delicious and has a special aroma that one never tired of. It is also very nutritious.S: That’s great. I’ll take two ducks. .SA: , I can wrap them up for you.S: Many thanks. SA: You are welcome. By the way, would you like to buy some wine?S: Yes, I like Chinese wine very much. _________ SA: What about Maotai? It’s quite famous in China, even in the world. S: ?SA: It has a history of several thousand years. It is one of the best liquors in China, and is used to entertain distinguished guests such as presidents, premiers by national leaders.S: Ok, I will take two bottles. How much do I have to pay?SA: ___________ _ S: Here you are. Thank you very much.SA: You are welcome. .

Practical Training

I’d like to buy something typical of Nanjing.

Take it easy

Why Nanjing Roast Duck?

I have bought so many things that I can’t carry them back to my flat.

What’s your recommendation?

Would you like this one?

Each Naning Roast Duck costs 15 RMB. And the price of a bottle of Maotai is 300 RMB. So you have to pay 630 RMB altogether.

Please handle carefully

1. 龙井是一种绿茶，在全世界都享有盛名。2. 坛装酒最能体现中国文化的品味。3. 绿茶清纯芬芳，甘美醇和。4. 天目湖烤鸭非常有名，备受欢迎，肥而不腻。5. 溧阳茶叶历史悠久、品质超群、名扬四海。6. 金坛茶叶生津解渴、提神益思、消食除腻、健美减肥、延年益寿、增进健康。

Practical Training


Practical Training


1. Longjin is a green tea and has gained a great reputation all over the world.2. Wines stored in jars are most typical of Chinese cultural flavor.3. Green tea has attractive fragrance and strong mellow taste.4. Tianmuhu Roast Duck is well-known and popular, and it is agreeably fat.5. Liyang Tea has a long history, the best quality and is famous in the world. 6. Jintan Tea can promote the secretion of salvia, quench thirst, refresh, benefit thinking, digest foods, get rid of greasy, be good for vigorous and graceful, decrease fat, prolong life and promote health.

● Introducing the Facilities● Services and charges● Type of rooms

Basic Procedures

Chapter 26 At Sing and Dance Hall


卡拉 OK

卡拉 OK 日文原意是“无人伴奏乐队”， 60年代是井上大佑先生年轻时在日本兵库县西宫市担任沙龙乐队鼓手的年代，发明的伴唱声轨和可携式麦克风。不到三年，卡拉 OK 开始大行其道，大公司纷纷剽窃井上的创意，推出自己的机型。卡拉 OK 服务人员的服务标准（ 1 ）熟悉卡拉 ok歌厅工作内容、工作秩序。（ 2 ）具有较好的音乐素质和修养。（ 3 ）运用准确规范的语言迎接、问候、操作。（ 4 ）坚持站立服务和微笑服务。（ 5 ）音响控制师善于调动和掌握客人情绪，具有丰富的实践经验和设备操作技巧。（ 6 ）动作熟练、规范，能满足客人点歌和音响控制需要。

Contents

Dialogues


Knowledge Tips

Practical Training

Dialogue 1

C : Good afternoon . Welcome to our recreation center.G: It’s the first time I’ve come to the night club . I want to find out what recreation activities are possible here at night. What can we expect to enjoy here?C : A variety of things. such as Karaoke and discotheque.G: We would like to try Karaoke C: How many are there in your party ?G: six . Could we have a private room ? C: Yes, This way please.G: How much does it cost ?C: We charge 120 RMB for each private room excluding drinks.G: sound reasonable..C: Then take your seat, please, and your time starts at 4:00 pm . Right ?G That’s it.

At the night

( C= Clerk G= Guest )

Dialogue 2


C: ： Good evening！ How many ， please ？G ： Three. C: There is a cover charge of 25 yuan per person ， sir. Yours is 75 yuan. G ： What ？ 25 yuan even before we enter ？C: ： Yes ， sir. But of the 20 yuan cover charge you'll get your first drink free. You have a choice of any drink under 15 yuan. G ： That's not too bad. O. K. ， here is 100 yuan. C: ： Thank you. And here is your change and your tickets ， sir. G ： What are we supposed to do with the tickets ？C: ： You take it to the bar counter and trade it for your selected drink there. G ： I see. Thank you.

At the Karaoke Bar

Dialogue 3

( Clerk = C Guest= G )C : Good evening , sirG: Could we have a KTV parlor, please?C: Certainly. A big one or small one ?G: A small one please.C :This way please.G: Thanks.C: The computer is near the TV, the remote control and microphone are on the table. I hope you have a good time.G: oh, thank you so much.

At the KTV parlor

Dialogue 4

( Clerk = C Guest= G )C: Good evening .Will you show me your ticket, sir ?G: ： Here it isC: Would you please let me put your clothes at the cloak room?G: ： Thank you. G: ： Oh ， the dance hall looks very nice and the music is wonderful. C: ： I'm glad you like it. The band is called “Four and One”. They are good especially at playing rock and roll. G ： That's great！ I love to dance to fast music. C ： Then you must be interested in disco dancing ， aren't you ？G ： Yes ， disco dancing is my favorite. It is great fun and a good exercise as well.C ： What would you like to drink?G ： Some coffee .pleaseC ： I see, I’ll take for you.

At Dancing Hall

Dialogues


1. recreation [ rekri'eifən ] n 娱乐2. Karaoke [kæri'jəuki ] 卡拉 OK3. discotheque. ['diskəu ] 迪厅4. laser ['leizə] n. 激光5. discs [disk] n. 圆盘 ;唱片 ,磁盘 a. 圆盘形6. excluding [iks'klu:d] prep. 以外7. remote control ['ri' mout, kən'trəul ] n 遥控器8. microphone ['microphone ] n 麦克风9. bar counter 吧台10. rock and roll. 摇滚乐11.cover charge of 25 Yuan per person包括每人 25 元收费

Sentences for Imitation: Introduce the serviceWe have a music hall, a discotheque, and a dancing hall with manymordent facilities.we have the performance of dance , singing ,fashion show .I want to find out what recreational activities are possible here at night.This place is famous for its discotheque.The club is the best comparable to the other night clubs in the world.

About the charges1. How many are there in your party ?2 .Is there a place for entertainment here?3. How much do you charge per hour?4. There is a cover charge of 30 Yuan REM per person, sir.5 The minimum charge is 50 Yuan for each, including drinks. .

Knowledge Tips

The foundations of rock music are in rock and roll, which originated in the United States during the late 1940s and early 1950s, and quickly spread to much of the rest of the world. Its immediate origins lay in a mixing together of various popular musical genres of the time, including rhythm and blues, gospel music, and country and western. In 1951, Cleveland, Ohio disc jockey Alan Freed began playing rhythm and blues music for a multi-racial audience, and is credited with first using the phrase "rock and roll" to describe the music.

Rock music

http://en.wikipedia.org/wiki/Origins_of_rock_and_roll

http://en.wikipedia.org/wiki/Rhythm_and_blues

http://en.wikipedia.org/wiki/Country_music

http://en.wikipedia.org/wiki/Cleveland

http://en.wikipedia.org/wiki/Alan_Freed


Practical Training

C ： Good afternoon. Welcome to our recreation center. Can I help you ?

G: Sure. Is there a in the hotel ? C: Yes, it’s in the east hall, _______________ . G: Is there any __________________ ? We want to ______________ C: We ’ve got next to the dancing hall .

G: How much does it ___________ ?

C: As for Karaoke . 120 yuan per hour ________________ 150 yuan per hour in a large room, 180 yuan per hour .

G: We would like a private room ____________________ C: That’s the . It’s 200 yuan per hour

on the second floor.

other entertainment relax a bit. Karaoke

charge

in a medium room, in a private room

from seven p.m to 11pm.

peak hour

discotheque


Situation 1: Mir Smith and his friend go to the fitness center, they ask for

the services and charge about it.

Situation 2: A customer called to book a medium room for Karaoke at the

week end, there is no empty room now, the clerk try to Explain to him , and

fix another time for him

Practical Training


Practical Training

( Clerk = C M= Mir Smith )C: Good evening , sir. You are welcome to our recreation center.M: Thank you. Can you find me a seat ?C: Yes, sir .Which do you prefer? VIP or regular table ?M: VIP room.C: Ok, this way please. What about this VIP room , sir ?M: This fine. What do you charge for this room ? C: 160 yuan per hour , not including drinks and other food.M Sounds reasonable .C: Take your seat, Please, and your time starts at 7 p.m. to 9 p.m . Right ?M That’s it.C: Have a good time, sir .If you need something, please let us know. ( half an hour later, ) M: May I check the bill ?C: Yes, sir. Your time ends 8:30 P.M . half an hour in all. It 240 yuan REM.M: Here you are.C: Thank you, sir. See you later.

Situation 1.


Situation 2. ( Clerk = C M= Mir Smith )C: Good afternoon, What can I do for you ?G: Yes, I’d like to book a room for Karaoke .C: How many people ? G: six . C: How about the room ?G: We would like to book a medium room.C: In what time ?G: It is about 8 tonightC: Wait a moment. I am sorry, all the medium rooms have been booked out from 8p.m to 11p.m.We have a large one available. G: Is there a medium room for tomorrow night ?C Let me check it for you. Oh, it ’s from 6 p.m to 8 p.m , is it suitable for you ?G: How does it charge ?C: 160 yuan per hour G: Ok , I ’ ll take itC Can I have your phone number ？G: Yes ， 13890112573.

Practical Training

III. Mach the English words and phrases on the left column with those in Chinese on the right ( Answer )

Practical Training

1. Credit card a. 信用卡 2. Free admission b. 免费入场 3. auto record player c. 自动放音机 4. final payment d. 最后付款 5. hotel policy e. 宾馆的规定 6. Registered guest f. 住店客人 7. lucky draws j. 抽奖 8. house movie h. 剧场音乐 9. cloakroom attendant I. 衣帽间服务员10. band j. 乐队


G: ________________________________________________( 如何去娱乐中心 ) W: Turn left , ________________________________________ ( 下电梯向右拐） you will see the hall.G: I see. And when do you open ? W: We open it from 9:00 a.m in the morning and close at 11:00 p.m

G: ______________________________ （夜总会什么时候开？） W: It open at 8 in the evening and close at 2 :00 in the morning .

But it close ___________________________________ （但周末持续到凌晨 4点）.

how can I get to the recreation center from this hotel ?

take the elevator from this floor and then turn right,

. How about the Night club ?

at 4:00 in the morning at the week end

Practical Training

G: Could you tell me more about the facilities about the Night Club ? __________________________________________________ ( 夜总会的音响和灯光是世界一流的 )

G: Well, You really make ___________________________________ （是中国最好的夜总会） W: Yes, I hope you like it . ___________________________ ( 感谢你的介绍 )G: I will go there to have a look. W: You are welcome.

Both the sounds and the light equipment of the club in the world

Thank you for your introduction

it sound it is the best night club in China .

Practical Training



1. 我们能否有个雅座包厢？2. 您是登记住宿的客人，我们只收您们的饮料费。3. 你们用录像还是激光唱片？4. 大厅卡拉 OK 每人每小时 20 元，但饮料是免费的。5. 俱乐部会员享受 5% 的优惠。6. 你能示范如何使用扩胸器吗？7. 我们有两种收费方式。一种是按时间收费，另一种是按房间大小收费。

Practical Training

Practical Training


１． Could we have a private room ?

２．Mr, Smith ,since you are registered guests, we only charge you for

the drinks.

Do you use vide cassettes or laser discs ?

4. As for Karaoke 20 yuan cover charge you'll get your first drink free.

5． Club members enjoy a 5% discount

6. Would you please show me how to use the chest-expander ?

7. We have two ways of charging. One is by the hour, the other is by

the room.

● Receiving the Guest● Introduce the Facilities● Various Services

Basic Procedures

Chapter 27 At the Health Club


游泳是最受欢迎的健身运动项目之一。适当地进行游泳锻炼，不仅能给人带来心理上的愉悦，塑造流畅和优美的体型，还能够增强心血管系统的机能，增强体质，提高协调性。许多运动项目都容易给机体造成劳损或损伤，但游泳是劳损和损伤率最低的体育活动。因此，游泳是一项很好的、可以终身进行锻炼的健身运动。 1. 改善心血管系统的功能心血管系统包括我们所熟知的心脏、肺、和负责将吸入的氧运送到肌细胞的血管。游泳时要克服水的阻力需要动用较多的能量，使心率加快，心输出量增大。坚持长期进行游泳锻炼，心脏体积呈运动性增大，心肌收缩有力，安静心率减慢，每搏输出量增加，血管壁增厚，弹性加大，心血管系统的效率得到提 .2. 提高呼吸系统的机能水的一个主要特点是难以压缩性。因为水的密度比空气大 800 余倍，人在水中受到的压力要远远大于在空气中。这就是初学游泳者在水中感到呼吸困难的原因。由于胸腔和腹腔在水中受到的压力增大，这就迫使呼吸肌用更大的力量进行呼吸。所以经常游泳，可以增大呼吸肌的力量，提高呼吸系统的机能。

游泳的好处

http://image.baidu.com/i?ct=503316480&z=0&tn=baiduimagedetail&word=%D3%CE%D3%BE%CD%BC%C6%AC&in=1937&cl=2&cm=1&sc=0&lm=-1&pn=13&rn=1&di=8872642365&ln=2000&fr=ala0&ic=0&s=0&se=1


游泳的好处

3. 改善肌肉系统的能力虽然游泳不能塑造粗壮的、隆起的肌肉，但能够提高许多肌肉的力量和协调性，特别是躯干、肩带和上肢的肌肉。因为在水中游泳需要克服较大的阻力，游泳又是周期性的运动，长期锻炼能够使肌肉的力量、速度、耐力和关节的灵活性都得到提高。 4. 磨练意志，培养注意品质，促进心理健康和智能发展学习游泳需要克服一定的困难。例如，初学游泳的人一般会有怕水心理，对水环境的陌生感使他们心生恐惧。学习游泳的过程，就是克服恐惧，克服冷、累等困难的过程，对人的意志品质是很好的锻炼。现代人追求回归自然，越来越多的人喜欢到公开水域中游泳，到江河湖海中享受大自然的乐趣，还有许多人常年坚持冬泳，这些都磨练了人的意志，鼓舞了人的精神。游泳对智能的发育也有好处。水的流动特性对游泳技术提出了许多特殊而微妙的要求。掌握游泳技术的过程就是神经系统和肌肉之间充分协调的过程，需要体会特殊的“水感”。这些对神经系统是良性的刺激，坚持游泳锻炼的人一定能从中得到益处。

http://image.baidu.com/i?ct=503316480&z=0&tn=baiduimagedetail&word=%D3%CE%D3%BE%CD%BC%C6%AC&in=1937&cl=2&cm=1&sc=0&lm=-1&pn=13&rn=1&di=8872642365&ln=2000&fr=ala0&ic=0&s=0&se=1

Contents

Dialogues


Knowledge Tips

Practical Training

Dialogue 1

Introduce the Facilities


R: Welcome to our Health Club ,Sir G: I hear that your hotel is one of the best ones in the country for that kind of

thing. This is my first time come here. Could you tell me what facilities you have here.

R: Well, we have first –class equipment gymnasium with all the latest recreation sports – on exercise bicycle, weights, wall bars, and indoor swimming pool. and that sort of thing.

G: That sounds good. And what about outdoor activities ? R: We have a nine –hole course and you also play badminton there R: yes, we have a swimming pool which contains special minerals in the

water you can have your skin stimulated in it. G: ok, I would like go swimming for a relax . R: And after that you can relax with beer or soft drinks in the after-swimming

room . G: Wonderful ! Thanks a lot. R You are welcome. This way please.

Dialogue 2

At Bowling Room


R: Good afternoon. Can I be of any service ? G: Yes, I ’d like to play bowling. R; Your room number, please. G: 206 R: Thank you .May I know how many people with you ? G: Four. R: How many games do you order fist? G: Seven. R: Your lane is No 3. Now it’s ready . You may change your shoes in the room

near the lift with sign on it G: Ok, Thank you. R: Wish you a pleasant time.

Dialogue 3


C : Good evening, Can I help you ?G: Yes, I’d like to have a swimming. C : Follow me, please. Here’s the swimming pool. G: I am a beginner , How deep the pool is ?C: Its depth is from 1.5 meters to 2.5 meters. You can swim in the shallow area and we have the coach.G: How often do you change the water ?C: Every other day.G: How much do you charge then?C: It is 60 yuan per person per visit.G: All right.C: The locker rooms are over there. You have to wear swimming cap in the poolG: I ’m sorry, I forget to bring it along. Where can I get one ?C: You may go to the counter to buy it There is a pool-side bar over there. Hot and cold drinks are served.G: I see. Thank you. I’ll go there later.

AT The swimming pool

Dialogue 4


At Sauna

C : Good evening. This is the Health Club, May I help you ? G: Yes. Do you have a sauna room ?C : Yes, Sir We have separate sauna rooms for men and women and we

also have a oxygen room and cardiovascular fitness equipment. You may take the elevator down to the basement. Just follow the signs.

G: I see. How much is it for the sauna ?C: It is only 100 yuan for sauna, steam bath and whirlpool.G: I would like to have a solar bath as well.C: Ok, Sir. The charge is 150 yuan. per person.G: How much do you charge for a massage ?C: It is 180 yuan for an hour finger pressing massage.G: O.K Thank you C: My pleasure.

Dialogues


1. facilities [fə'silitis ] n 设备2. gymnasium [dʒim'neizjəm ] n 健身3. recreation [rekri'eiʃən ] n 娱乐4. badminton ['bædmintən ] n 羽毛球5. minerals [ minərəl ] n/adj 矿物 ,矿物的6. stimulate ['stimjuleit ] vt. 刺激 ,激励 ,鼓舞 vi. 起刺激作用7. relax [ri'læks]] vi. 放松 ,松懈 ,松弛 , 变从容 vt. 使松驰 ,缓和8. bowling alley ['bəuliŋ, 'æli] n. 保龄球场 ,狭长木制跑道9. discount ['diskaunt ] n. v. 折扣 , 打折扣 ,贴现 ,不重视 , 低估折扣10. register [redʒistə] v/n 登记 , 住宿 ,注册 ,挂号11. convenience [kən'vi:niəns ] n 方便的，便利的12. lift [lift] ] vt. 电梯 ,提起 ,举起 ;提高 ,提升 ,鼓舞

13. shallow ['ʃæləu] n. 水浅的地方 ,浅滩 a. 浅的 ,肤浅的14. oxygen ['ɔksidʒən ] room n 氧气室

Dialogues


15. cardiovascular [kɑ:diəu'væskjulə ] n心血管16. sauna ['saunə ] n. 芬兰式蒸汽浴17. elevator ['eliveitə] ] n. 电梯 ,升降机18. basement. [beismənt ] n. 地下室19. whirlpool ['hwə:lpu:l] n. 漩涡 ,涡流20. solar bath ['səulə ， bɑ:θ ] 日光浴 21. massage. [ ['mæsa: ʒ ] n / v 按摩22. steam bath 蒸汽浴23. tennis court. 网球场24. nine-hole golf course 九孔高尔夫球场25. per visit 每次的，一次 26. have a free dip 免费游泳

Sentences for Imitation: Introduce the serviceWe have a music hall, a discotheque, and a dancing hall with manymordent facilities.we have the performance of dance , singing ,fashion show .I want to find out what recreational activities are possible here at night.This place is famous for its discotheque.The club is the best comparable to the other night clubs in the world.

About the charges1. How many are there in your party ?2 .Is there a place for entertainment here?3. How much do you charge per hour?4. There is a cover charge of 30 Yuan REM per person, sir.5 The minimum charge is 50 Yuan for each, including drinks. .

Knowledge Tips

保龄球运动简介：保龄球又叫“地滚球”，最初叫“九柱戏”，起源于德国。是一种在木板球道上用球滚击木瓶的室内体育运动。流行于欧、美、大洋洲和亚洲一些国家。比赛分个人赛和多人赛。赛前，以抽签决定道次和投球顺序。比赛时，在球道终端放置 10 个木瓶成三角形，参加比赛者在犯规线后轮流投球撞击木瓶；每人均连续投击两球为 1轮， 10轮为一局；击倒一个木瓶得 1 分，以此类推，得分多者为胜。规则规定，运动员投球时必须站在犯规线后面，不得超越或触及犯规线，违者判该次投球得分无效。投球动作规定用下手前送方式，采用其他方式为违例。保龄球具有娱乐性、趣味性、抗争性和技巧性，给人以身体和意志的锻炼。由于是室内活动，不受时间、气候等外界条件的影响，也不受年龄的限制，易学易打，所以成为男女老少人人皆宜的特殊运动。


Practical Training

（ Attendant =A Guest=G ）

A: Welcome to our Health Club , gentleman.G: ?A: Yes, VIP alleys or ________________ ? G: VIP, please. ?A: 20 yuan G: I see. ___________________ ? A: What is your size?G: Size 42.A: Here your are. ?G: four games, please. ________________________ A: Ok. Wait for a moment,. The game is to start now.G: I see. ( one hour later.)G: .A: Yes, Sir. would you like to . ? or in credit card?G: Credit card. A: Ok, Thank you.

Are there any alleys available at the momentregular alley, sir

How much is it for one game

Shall I start now

You’d better change your shoes first

How many games would you like to play Oh , I’d like 14- pound balls.

Check the bill , please pay in cash

II. Find the English explanations for the following pictures.

Practical Training

universal gymnasium Chest

expander

electric treadmill

stationary bike foot mass

age

barbell

cloakroom

dumbbell


Practical Training

Section 1. Mir Smith and his friends go to the health club , they want to play Bowling. ( Waiter=W Guest=G ) W: Good afternoon, sir, Can I be any of service?G: We’d like to play bowling.W: How many people with you ?G: Four.W: How many games would you like to order ?G: six games, W: You had better change your shoes first, it is free over there near the lift,G: Yes, I seeW: Your lane is 3. it’s ready. How much pounds of bowling balls would you like ?G: I would like a smaller pounds. W: Oh, sir, the red one is 10 pounds, and the blue one is 14 pounds.G: Thank you.W: Wish you a pleasant time.


Section 2. Some guests go to the Fitness Center, they, want to have a swimming.

W: Good afternoon, sir, Welcome to our swimming pool.G How about the charge ?W: 40 yuan per hour per personG: Yes, I see, but , we forgot to bring our swimming suit, is it on sale here ? W: oh, we have them on sale on the counter over there.G: Ok, we’ll buy one. W: here is the key locker.G: Do you have coach here ? we are not good swimmers.W: Yes, we have an experience coach , he will make you a great swimmer in the shortest time.

Practical Training

III. Make dialogue according to the situations (examples)

Section 2. Some guests go to the Fitness Center, they, want to have a swimming.

Practical Training

G Good, thank you. Is there any drinks served here?W: Yes, we have a pool bar over there, various drinks and served.G: Thank you, we ’ll go there after a while.( one hour later.)G : Check the bill , please. W: Yes, 120 yuan including the drinking. G: Could We pay by honor credit card ？W: Yes, Please put you secret number. Once again .Please sign your name here.

Here are the receipt. G Thank you W: You are welcome

IV. Complete the following dialogue according to the Chinese in brackets and then read it in roles.

Practical Training

A: Good evening, sir, May I help you ?G: Yes, I would like to do some exercises,

_______________________________________________? ( 你能介绍一下你们的娱乐设施吗？ ) A: Well, _________________________________

with the latest recreational sports apparatus. G: Oh, How about other services? A: Besides the gym , we have race apparatus,

. （有固定脚踏车、肌肉壮健器、杠铃、哑铃等）G: May I use it ?

Could you please tell me what facilities you have here

we have a well- equipped gymnasium

Stationary bike , muscle builder set, barbell , dumbbell and so on.

( 我们这里的健身房设施完善 )

A: Certainly.

G: ? ( 如何收费的？ )

A: ( 每小时 30 元 )G: Can I start now ?A: Yes, please. I hope you have a good time.

It is 20 yuan per hour per visit.

Practical Training


What about the charge


Practical Training

1. 计分已输入，请在这签名。 2. 这是保龄专用鞋，请换上。3. 我想洗个桑拿，消除一下近期的疲劳。4. 室内游泳池每隔一天换一次水。5．杠铃太重，试试哑铃吧。6. 模拟自行车是属于有氧训练吧？ 7. 按一下这里，并握住蓝色把柄，您就可以测你的

心跳速度。8. 这是您更衣室的钥匙，给您。

Practical Training


1. I have registered the score for you. Would you please sign your name please ?2 . Her is the bowling shoes for you, please try them on 3. I’ve been tired/tuckered out these days .I want a Finnish Sauna.4. We change the water of the indoor swimming pool every other day.5. The barbell is too heavy. Try the dumbbell.6. The treadmills are for aerobics. Is that right ?7. Press here and hold the blue handles and you will get your heart rate.8. Here is the key to the locker.

● Introducing ● Services and charges● Getting the Membership Card

Basic Procedures

Chapter 28 At the Chess


桥牌是扑克牌游戏之一。一方面指现代的定约桥牌，另一方面指过去的竞叫桥牌和惠斯特桥牌。桥牌一般认为源于英国。16 世纪，英国曾流行一种称为“凯旋”的扑克牌戏。后“凯旋”牌戏经逐步演变，成为翻开最后一张牌（即第 52 张牌）作为主牌花色的“惠斯脱”牌戏，于 17 世纪流行于英格兰民间。 18 世纪中叶，又盛行于英国上流社会。 19 世纪末 20 世纪初，它又经发展改进，规定发牌人看牌后可自选主牌花色并可将此权让给同伴。人们称这种改进的牌戏为“惠斯脱”桥牌。为提高游戏的难度和兴趣，“惠斯脱“桥牌还增加了一项“加倍”的规定。竞叫桥牌于 1904年出现。它规定参加的 4名牌手，每人都能竞相叫牌。 1925年冬，美国人哈罗德 ?范德比尔特在竞叫桥牌的基础上创立了定约桥牌，从内容和竞赛方法上作了改进，增加了局说和满贯奖励分。最早的国际定约桥牌比赛是 1930年美国、英国两队的比赛。世界桥牌联合会于 1958年成立，负责主办百慕大杯赛（即世界团体桥牌锦标赛）及奥运会公开赛和女子桥牌赛。

桥牌来历

http://image.baidu.com/i?ct=503316480&z=0&tn=baiduimagedetail&word=%C7%C5%C5%C6%CD%BC%C6%AC&in=17451&cl=2&cm=1&sc=0&lm=-1&pn=179&rn=1&di=5841377715&ln=2000&fr=ala0&ic=0&s=0&se=1

Contents

Dialogues


Tips

Practical Training

Dialogue 1

R: Good evening, What can I do for you ? G: Yes, we would like to play billiards. R: What would you like, British or American style ? G: British style , please. How much do you charge ? R: It’s 60 yuan per hour ,Sir G: Can we have any drinks ? R: Yes, of course .Here is the list of drinks. G: Two bottles of Lao Shan mineral water and two cups of jasmine tea, please R : Certainly, sir, wait a moment, please G: Could I sign the bill? R: Yes, of course. Here are your drinks. G: Thank you. R: Please let me know if you want any assistance. G: I see. Thank you. R: My pleasure. Enjoying yourself.

At Billiards


Dialogue 2


Playing Bridge

R: Good evening, gentlemen. What would you like to play ? G: W’d like to play bridge . R: Yes, sir. This way, please. Would you like to sit here ? G: Yes, They are near the window. R: Right here. Please take your seats, I’ll prepare this bridge for you. G: Do you have a coach here ? R Yes, Mr Liu is our chief coach. He would help you all through the g

ames. Are you ready ? G: Yes, Let’s begin

Dialogue 2( R= Receptionist G= Guest )

Playing Bridge

R: Your time begins from 5:10 p.m .What do you care for as drinks ?

G1: I ’d like some coffee, What about you , Maik ? G2: bring me some tea, longjing, please. R: I see. Here are your drinks.（ Two hours later . ） G ； Wait , Bill, please. R ： Your time end at 7:10.Is that all right , Sir?G ； Absolutely. R ： That ’ll be 240 yuan RMB altogether.G1 ； Could we pay by credit card? R ： Yes, please go to the casher’s counter over there.G ； Thank you. R ： My pleasure.

Dialogue 3

( Clerk = C Guest= G )

Getting the Membership Card

C : Grand Hotel Fitness center. Can I help you ?G: I ’d like to get the membership card, how about the rate ?C: It is 3600 RMB for biannual and 7200 RMB for annual per person. Th

at’s full membership price. We ’ve got off-peak membership.G: What about that ?C: You can go there from 9: am and 3:00 pmG: Only for quarterly , 1500 RMB per person.G: I see, I want to have the quarterly card.C: All right, Here is an application form for you , please fill it.G: Do I have to write down my phone number ?C: Yes, We sometimes send messages through cell phone to you 。G ； Okay. Thank you.


1.billiards [ 'biljədz] ] n 台球2.assistance ['əsistəns ] n 帮助3.jasmine tea ['dʒ æsmin , ti: ] n 茉莉花茶 4. bridge n [ bridʒ ] n桥牌5. chief coach [ tʃi:f ,kəutʃ ] n 主教练6. cashier’s counter [kæfəz, kəutə ] n 收银台7. racket ['rækit] ] n 球拍8. biannual [bai'æŋju:əl] ] a. 半年，一年二次的9. rate [reit ] 率， n. 比率 ,率 ,速度 , 价格 ,费用 , 等级 vt. 估价10. quarterly ['kwɔ:təli ] a. 每年四次的 ;季刊 n. 季刊季度的11. American style n 美式12. credit card n 信用卡13. off-peak n /a. 非尖峰的 ,非高峰的


Servicing with the guest 1. Do you want to sit at a table or at the bar ?2. Would you like more tea? 3. If you want any assistance, call me please.4. Would you like me to put your clothes at the cloak room ?5. Would you inform us if you need a chief coach service?6. Racket and balls are available for small charge. Asking for something Can we use this racket ?Can we have a separate room to play bridge ?3．Would you take some drinks for me ?

Knowledge Tips

形体规范（ 1 ）站姿：坚持站立服务，挺胸、收腹、沉肩、两脚分开 15厘米左右，站姿优雅，棉带微笑。（ 2 ）眼睛平视服务对象，不斜视客人或东张西望，不得依靠任何物品、不插兜、插腰、抱肩及不良毛病。（ 3 ）两手自然下垂或交 * 。女性以 V型为主、男士两脚与两肩同宽。礼节礼貌（ 1 ）熟悉掌握问候语言，主动问候客人，能够根据时间、场所、情景、接待对象的不同，准确应用问候礼节。（ 2 ）熟悉掌握称呼礼节，根据客人应用不同称呼亲切和谐，尽量记住客人的姓氏、职位，以便再次遇见时准确称呼。（ 3 ）熟悉掌握应答礼节，根据场景，准确回答、反应灵敏，应对得体。（ 4 ）熟悉掌握迎送礼节，根据迎接、送别，做到讲究礼仪顺序、礼仪形式，语言亲切准确示意得体。（ 5 ）掌握操作礼节，服务操作规范，不打扰客人，礼貌大方。（ 6 ）当客人走过时，主动问好，当领导经过主动点头致意。（ 7 ）对客人时时表示谦虚大方、朴实、表情自然、面带微笑、态度诚恳。（ 8 ）尊重客人习惯习俗和动作，不评头论足，按客人习惯和要求提供服务。（ 9 ）与客人交谈时保持微笑，声调平稳，站立直腰挺胸，姿态优美，注重倾听，不插嘴，精神集中，时时表示尊重。

酒店康乐部员工基本素质要求：


Practical Training


R: Great Wall Hotel, Can I help you ? G: Yes, I would like to book a room to .Is there any room

? R: What kind of room would you like ? 　 ? G: A private room, please. R: Oh, I am sorry sir, the private room 　　　 from 7 p.m to 12 p.m. Ho

w about ? G: Ok, I ’ll take it . R: your name, please. G: Bellow. 　　　 ? R: Mr. Bellow , 　 ? G: 　　　． R: 6884354 is that right ? G: Sure. Thank you R: You are welcome

to play bridge available

A private room

are fully booked 　ordinary room

B-E-L-L-O-W your telephone number.

6884354

II. Make dialogue according to the situations( Omitted )

Section 1. Mir Black and his friend go to play Billiards. Section 2. Some guests go to the Fitness Center, they, want to play Bridge, The clerk serves them

Practical Training

III. Rearrange the following dialogue: (answer)

Practical Training

A: Excuse me , sir, Can you tell me where the Fitness Center ?B: That’s easy, go down the corridor until you see the lift , then turn left. A: go down the corridor turn left ?B: That’s right . The Shopping Center will be on the right.A: On the right. Thank you for your help.B ： That’s all right.


IV. Fill in the following the lost Property letter with the words given bellow:

Dear Mr .Smith ,＿＿ of June 26, 2009 . We hope that you enjoyed your stay with us .Regarding the mobile phone which you think you might left in the locker room, we regret to say that , despite a through search by our staff , we have been unable to locate them. _______________ at our hotel are immediately deposited with our Found and Lost Department, which enters them on their records and will forward them to the owner on request. _____________ __ 　 for June 1- June 20 , 　　　　 your mobile phone was not in the articles received at the time. ___________________ that we are unable to assist you. ＿＿＿ your memories of your stay with us and ＿　　　 you on any future visit it you might make Hangzhou. Sincerely yours.

Practical Training

Thank you for your letter

All items which have been lost or left behind

We have checked the lists but unfortunately,

We hope that this will not mar

we look forward to welcome

We regret to say


1. 这有什么娱乐活动吗？2. 每位最低消费 50 元，饮品在内。。 3. 我们想玩台球，有空桌吗？4. 你能帮我推荐一位教练吗？5．我能用信用卡付费吗？6．服务费包含在账单里了。7．我们的娱乐中心营业时间是从上午 9 到凌晨 4点。8．请您核对一下账单 ,先生。

Practical Training

Practical Training


1. Is there anything we can do for entertainment?2. The minimum charge is 50 Yuan for each, including drinks.3. We’d like to play billiards. Is there any table available?4. Could you recommend us a chief coach here ?5. Could we pay by credit card ?6. The service charge is including in the bill. 7. Our entertainment center opens from 9 am to 4 am. 8. Please check what your bill, sir

● introducing the Services● hair design ● facial treatment

Basic Procedures

Chapter 29 At the Beauty Center


酒店康乐部

三星级以上酒店康乐部拥 KTV 中心、桑拿洗浴中心、棋牌康乐、健身房和美容美发中心、网球场。建立有效和合理的组织机构和岗位设置，确定部门各成员之间、所属部门之间

相互关系的结构，能增加实现本部门经营目标的能力，更好地组织和控制所属员工和群体的活动。

酒店康乐部在组织机构上分为：管理组织和作业组织。管理组织分为部门管理层（康乐部经理）、现场管理层（部门主管）；作业组织分为作业组织层（领班）、作业层（一线员工）。

在部门划分上，将主楼内的桑拿、洗浴、美容美发、副楼内的 KTV 中心和棋牌康乐分别建立管理机制。

Contents

Dialogues


Tips

Practical Training

Dialogue 1

At the Beauty Salon

( Hairdresser G= Guest )

H: Good afternoon ,madam. May I help you ? G: Thank you. I ’d like to have a hair-cut and a permanent. Will you sh

ow me some pictures of hair style ? H: Yes, of course. There are various of hair style design, Hair bobbed,

Hair sweptback , Chaplet hair style, Should length hair style. And you may choose any of the hair styles .

G: Thanks, will you give me some suggestions . I would like change my hair style. Make my long hair a little short and dying it in brown.

H: Why not try a long wavy style, it fit you better. G: Thank you. Can you finish it in two hours . I have a appointment at

5 this afternoon.

Dialogue 1

At the Beauty Salon


H: All right. Shall I start ? G : Yes, please. ( two hours late ) H: Here you are .How do you like it? G : 0h , very good. I like it very much . How much is it ? H: 200yuan G : Here it is . I should go for my appointment now . see you H: Good –bye .Enjoying yourselves.

Dialogue 2

H: Good morning , sir Welcome to the Barber’s. May I help you ? G: Yes, I would like to have my hair cut. H: This way , please. How would you like your hair to be done ? G: I want to trim it a little, not too much. H: Yes, sir. G: It should be layered and tapered off a bit and straight at the back. H: That’s okay How .do you like your front hair ? G: You can design it for me. H: Your forehead is a little bit of broad. It will be thin out a little, and then use a hair gel to make it more smooth and natural . G: Sounds great. H: How do you like it ? G: It looks nice . I like it H: Thank you.

At the Barber’s


Dialogue 3( B= Beautician G=Guest )

Facial Treatment

B: Good afternoon ,madam, May I help you ? G: I want a facial , It ’s my first time to come here ,Could you give

me some suggestion ?B: Yes, let me check your skin, yours is oily. First, we start with a

through cleaning. Followed by exfoliation treatment –a peeling mask or scrub that removes the dead cells . After that, I’ll massage your face and neck with oil to improve the facial blood circulation, last I will use moisturizing mask to soften your skin ,that makes the skin fine and smooth have the loose skin tight.

G: It sounds good. I like to take it. How long does it take ?B: About one hour . Now let’s start. G: That’s okay, go ahead.


1. permanent ['pə:mənənt ] a. 永久的 ,不变的 , 固定的2. bobbed [bobbed ] a. 剪短的 , 成束的3. sweptback ['sweptbæk ] a. 向后倾斜的4. dying ['daiiŋ ] a. 垂死的5. appointment [ə'pɔintmənt ] n. U任命 ,选派，约定，约会6. trim [trim ] n. 整齐 ,装饰 ,修剪 a. 整齐的 vt. 整理 ,修剪 ,装饰7. layer ['leiə] n. 层次 ,阶层 ; 铺设者 ,8. taper ['teipə ] n. a. 尖细的 , 分等级9. straight [streit ] a. 直的 ,挺直的 ;正直的 , 直率的 ;整齐的10. forehead ['fɔ:rid ] n. 额 , 前额 , 前部11. broad [brɔ:d]] a. 宽广的 ,辽阔的 , ad. 宽阔地12. smooth [smu:ð] a. 平滑的 , 平坦的 , 平稳的 , v. 弄平 , 使平滑，消除13. facial ['feiʃəl] n. 美颜术 ,脸部按摩术 a. 脸的 ,脸部用的


14. exfoliation [eksfəuli'eiʃən] n 表皮剥脱 , 表皮脱落 ,剥落15. peel [pi:l] n. 皮 vt. 削…皮16. mask [mæsk] n. 面膜 17. scrub [skrʌb] vt. 用力擦洗 ,擦掉18. circulation [sə:kju'leiʃən] n. 流通 ,循环 , 发行量19. moisturize ['mɔistʃəraiz] vi. 增加湿气 ,增加水分20. soften ['sɔftn] vi. ( 使 ) 变柔软 ,( 使 ) 变柔和21. fine [fain] a. 好的 , 细腻的 22. exfoliation treatment 去角质护理23. facial treatment 面部护理

Knowledge Tips

能独立进行理发、饰发、护发等技术操作。　掌握头部、面部的皮肤结构、骨骼、经络和穴位、按摩程序和按摩手法。　掌握本企业所使用的各种发用品的成份、性能、特点和使用方法；并根据消费者的发质特点选择发用品。　熟知专业设备仪器，用具用品的性能、特点和使用方法。

美发师基本素质要求 :

Sentences for Imitation

Inquiring:How would you like your hair done ? washed or dressed? 你喜欢你的头发如何做呢？洗或做一下？Wet or dry shampoo, sir ? 湿洗或干洗，先生？What color would you like to dye your hair ? 你的头发喜欢染成什么颜色？Would you like keep the same style ? 你想保持原来的风格？would you like to shave your mustache, sir? 你想剃胡须吗，先生Would you like a facial , Madam ? 您想做面部护理吗？


Answering :Just a trim, and cut the side a little short, not too much. 修剪一下，两边剪短一点的，而不要太多I want a haircut and a shave, please. 我想理发和刮胡子。Please clip it short. 请稍剪一点。I want my hair parted on the left. 我希望我的头发在左边分。Don’t to comb my hair straight back. 不要把我的头发向后梳。Cut a little more off the temple. 鬓角再剪短点。I want a face massage. 我要做脸部按摩。I want my eyebrows trimmed and darken 我想修剪眉毛 I’ll take half- hour facial with make –up 我要做半小时的面部美容加化妆。


Suggesting:Your hair is dry , sir, Perhaps you’d better like some pomade on it . 你的头发是干性的，先生，涂上些发油会好些。Some hair tonic is good for the scalp and it prevents dandruff. 护发素对头发和头皮有益，它可以防止头皮屑It should be nice to perm your hair . 你的头发烫一下更好。The short –wave style is suitable to you . 短波风格适合你


B: Good evening, Miss. , please.G: Thank you. I want a permB: How do you like your ?G: I have no idea, Could you show me some ?B: Ok, there are all the pictures of hairstyles we have , .G: Good, this one .B: I think you would look cute with short hair. Perhaps you should go ______ _ than in the picture.G: I'll leave it up to you _____________. B: The short hair wave may right for you. It fits your __________ G: You are right. I would like to have a try. By the way, I also want my hair ______ B: What color do you like ?G: , how do you think about it . B: Yellow its right for your skin.G: Ok, I’ll take it.

Practical Training

（ Barber=B Guest= G ）

Take a seat

hair done patterns of hairstyles

choose one please prefer

even shorter

like I said face frame

dyed

Light brown


Section 1. A guest want to have his hair done, the clerk services him. 　 Section 2. Giving Suggestions to guest about hair styles.

Practical Training


Practical Training

Situation 2. Giving Suggestions to guest about hair styles.

（ Barber=B Guest= G ）B: Good afternoon, ma’am .Welcome to our beauty Parlor.G: Thank you.B: How can I help you , ma’am ?G: I want to have my hair done. I would like to change my hair style.B: Well, We have very good hairdressers here. You can choose your favorite style.G: That’d great. Do you have brochures about hair styles ?B: Yes, here your are.G: Thank you so much. B: My pleasure.G: It’s hard for me to choose, so many pictures here. Could you give me some suggestion ?B: Yes, Let me give you some suggestions.G: Thank you.

III. Fill each of the following blanks both in English and Chinese clues given. (answer )

Practical Training

cutting and style （做发型） trim temple ( 修鬓角 ) cold wave ( 冷烫 ) permanent wave ( 电烫 ) bobbed style( 短发 ) thinned out ( 打薄 )shampoo and massage (洗发按摩 ) taper off ( 使发…减少 ) layer cut （剪层次 )head massage ( 头部按摩 ) hair set (头发定型 ) 　 blow dry （吹干 )oil proton treatment / white ( 全套焗油 /白色） eyebrow-trim and makeup ( 修眉及化妆 )finger massage and nail-polish service (手指按摩及涂指甲油 ) hair-coloring ( 全套染发 )

美容美发（ Beauty Salon ）

III. Fill each of the following blanks both in English and Chinese clues given. (answer )

Practical Training

护发品 (Hair care )

手霜（ hand cream 摩丝 ( mouse ) 啫喱水 ( hair gel ) 洁面乳（ cleansing cream ）发胶 ( hair spray ) 护发素 ( conditioner ) 口红 (lipstick ) 保湿面膜（ moisturizing mask ）指甲油 (nail polish ) 洗发水（ shampoo ）粉底（ foundation ）乳液精油（ creamy oil ）粉饼（ pressed powder ）眉笔 (brow pencil ) 去死皮乳液（ peeling cream ）锔油膏 ( conditioning hairdressing )


Practical Training

（ Masseur=M Guest= G ）

M: Good evening, sir. Welcome to our massage room. 　　　　 ?G: I feel pain in my neck. I would like to._________ _. 　　 M: Take the coach , please. Massage can 　　 Let’s start ?G: Yes, 　　 it will be ? M: About one and half hour. G: Ok, I ’ll be 　　．( Few minutes later )G: oh, it hurts meM: I’m sorry, sir May be I use too much 　． G: You should do it less strength.M: Okay, How do you 　 this time ?G: oh, It’s fairly 　　．　M: Please let me know if you feel uncomfortable.G: Okay. Thank you M: My pleasure

May I be of any help to have a massage.

relive the pain, How long

relax for a while.

strength

feel comfortable.


1. 您要剪短些还是修整齐？2. 请使用毛巾遮住眼睛，我要给您冲洗一下。3. 我会给您进行面部及颈部按摩，促进循环，缓解压力。4. 我需要在右边稍修理一下 , 显得更自然些。5. 你的头发是干洗还是水洗？6. 我们提供护肤和化妆服务。7. 都弄好了，看起来怎样？8. 先生，您不必等很久，下一个就是您。

Practical Training

Practical Training


1. Do you want it short or just trimmed ?2. Would you just hold this towel over your eyes while I give you a rinse?3. I’ll massage you face and neck with cream to improve the circulation and relieve the tension.4. I ’d like to trim on the right, I t may look much more natural.5. Do you want a shampoo or dry – clean your hair ?6. We offer skin care and makeup services.7. Now it’s done, How does it look ?8. You won’t have too wait long, sir ,You ’re the next.

hotel english

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