《酒店情境英语》课后习题参考答案.docx
酒店情境英语退房5PPT课件
Class activity
1. What should the front cashier do when the guests come to settle their bills?
2. After the guest checked out, what should the front cashier do?
eg: I really appreciate your help. efficient a. 有效率的，能干的 inquire v. 询问，查究
Word Reference:
stress v.强调；n. 强调，压力 attitude n. 态度，看法(towards) apt a. 有…倾向的，灵巧的 (to) eg, People are more apt to seek support from family
As we all know, checking out for guests is the most important duty that the front cashier has. Departing guests especially appreciate efficient check-out procedures. The cashier’s station is where the guests go to check out and settle their bills.
3. Do you think a rude cashier will affect your mood? If you meet such a cashier, will you complain to his/her boss?
Word Reference:
酒店英语学习情境三：客房服务英语 offering guest supplies标准版资料
学习任务: 提供用品服务
• Name : Vivian • Job: room
attendant • Responsibility:
To check the hotel rooms and offer supplies on guests’ requests
Contents
Hotel Service 酒店配套服务
基础服务
桑En拿te服r y务ouSrapuansaswSoe商餐rrdv,ic店厅peresSRshe“*o”satpanduyroaunwtill open it.
Working Working
KKnnoowwlleeddgg网ee 工工络作作知知设识识施((22)) Internet
Useful expressions
住在2505室,
你要求客房服
务员帮你把手提电脑连接上网。 Listen very carefully to get what kind of service the guests need.
Useful expressions Hotel Task 酒店任务
(1) I’d like to have some Sprites and Cokes in my mini-bar.
1 Learning Objectives 学习目标 2 Working Procedures 工作程序 3 Working Knowledge 工作知识 4 Hotel Task 酒店任务 5 Words and Expressions
6 Activity
Learning Objectives 学习目标
• Satisfy the guests need. 提供相关服务 • If the service needed can’t be offered, explain the
酒店英语学习情境二：餐厅服务英语2-5 Beverage service
Activity
Activity
2. Organize small groups of 3 or 4 students in the class. Make an investigation of bar promotion in a local hotel. Then give a presentation with PPT, if possible. 到酒吧调查研究并收集相关资料，分小组设计酒吧推广计划。
向客人介绍其它酒水并为客人续杯 • Thank the guest for ordering the beverage
感谢宾客下的酒水
Working Knowledge 工作知识(1)
• 1. Classification of different drinks
Alcohol drink 酒精类饮品
• 1. Ordering wine 酒水下单 (1) Anything to drink? (2) What can I get you to drink? (3) Would you like something to drink?
• 2. Recommending Drinks 推荐菜式 (1) What about a Rum? (2) Tsing Tao is our local beer. It is well known around the world (3) Shall I make you a glass of wine? (4) Moutai is one of the most famous Chinese liquors (5) What band would you like?
winestewardservedrinkshelpgueststakewineorderscontentslearningobjectives学习目标workingprocedures工作程序workingknowledge工作知识hoteltask酒店任务activitylearningobjectivesafterfinishingtaskyoushouldafterfinishingtaskyoushouldservedrinksbarrecommendbeverageguestsworkingproceduresaskguestsrequest询问宾客要求order重复和确认订单order为客人下单guest向客人展示酒水beverage为客人上酒水refillanothercupbeverage向客人介绍其它酒水并为客人续杯beverage感谢宾客下的酒水workingknowledgedifferentdrinksalcoholdrink酒精类饮品whiskey威士忌brandycocktail鸡尾酒vodka伏特加liquor烈性酒greatwall长城sherry雪利酒tsingtaobeer青岛啤酒nonalcoholdrink非酒精类饮品fruitjuice果汁mineralwater矿泉水yoghurt酸乳酪squash苏打milk牛奶coffee咖啡teamilkshake奶昔followinginformationfromguestsworkingknowledgebeverages客人需要酒水的类型properwinegoesdishes客人需要佐菜的酒水beverages客人对酒水味道的要求straightuprock加冰块还是不加冰块draught
酒店英语学习情境二：餐厅服务英语2-1 Greeting and Seating Guests
Working Knowledge 工作知识(3)
3. When greeting guests, you should ask them the following information:
Guest’s name（客人的姓名） A reservation or not（客人是否有预订） Special need for the environment（对就餐环境特别要求） Waiting for the table or not（是否愿意等候餐桌） Satisfaction to the table（对于餐桌是否满意）
• 4. Waiting for the table 等候餐桌 (1) Would you mind waiting until the table is free? (2) It’ll be just a few minutes.
Activity
Step I
Discussion
饭店英语习题答案[9页]
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Key:PART I GROUNDWORK ENGLISH FOR HOTEL STAFF酒店基础英语LESSON 1 COURTESY礼貌Exercise 2(1). You’re welcome.(2). That’s all right, Sir.(3). Excuse me, Sir. Or I’m sorry to disturb you, Sir.(4). I’m sorry? or I beg your pardon, Sir? or Would you please repeat that, Sir?(5). Certainly, Sir.(6). After you, Sir.(7). This way please, Sir. Or Please follow me, Sir.LESSON 2 OFFERING HELP提供帮助Exercise 2Now reply to the following:(C: Clerk 职员G: Guest 客人)G: I’d like to have an outside lin e.C: _Certainly, sir. One moment please.G: I don’t have any RMB.C:_It’s ok, sir. Would you like to pay by credit card?G:Here’s the registration from.”C: _Thank you, sir.G: I want a table for 10.C:_Sure, sir. Follow me, please.LESSON 8 SMALL TALK与客人聊天Exercise (p32)(1)Li Ling is from China. He’s __Chinese______.(2)Rob is from __Australia______. He’s Australian.(3)Helena is from Greece. She’s __Greek_____.(4)Kenji is from __Japan_____. He’s Japanese.(5)Joyce is from the United States. She’s _American______.(6)Andrew is from __Scotland______. He’s Scottish.(7)Colette is from Switzerland. She’s __Swiss______.(8)Steve is from Britain. He’s __British_______.PART TWO FRONT OFFICE前厅LESSON 1 RESERV ATION预订Exercise 1plete the following dialogue: Waiting List 等待名单( R: Reservation Clerk 预订员G: Guest 客人)R: Reservation, Silvia is speaking, ___may I help you_?G:Yes, I’d like to reserve a standard room in your hotel for oct.1st under the name of John Smith.R:Sorry, Mr. Smith. ___We’re fully booked for that date_. Is it possible for you to change ___to another date__?G:I’m afraid I can’t. I have an appointment to make in your city on that day. I can’t change it to another date.Or R:I’m very sorry, sir. __Would you like me to book you into another hotel nearby?Or R: Sorry, Mr. Smith. We have no _standard room available for that date_, __but would you like a double room instead?G:No, thanks, I still prefer a standard room.R:Would you mind leaving your contact No. Mr. Smith? We can inform you when there is _any cancellation .G:Sure. My phone number is 81122345.R: __Thank you, Mr. Smith__. We are looking forward to serving you soon.LESSON 2 RECEPTION接待1. Match the jobs with the staff listed below and write the letters in the blanks.a. carrying baggageb. helping the guests registerc. introducing to guests basic hotel informationd. checking hotel vacancies after receiving a reservation requeste. greeting guests at the front doorf. recording reservation informationroom clerk ___c,__________bellman ____a__________reservationist ____b, d, f____________doorman _____e___________LESSON 3 GUEST SERVICE客户服务VI. EXERCIESE 练习1. Complete the following dialogue: A guest reports a lost item客户告知遗失( R: Receptionist 接待员G: Guest 客人)R: _Good morning, Garden Hotel. May I help you?G: Yes, I’m packing for check-out when I noticed that my sunglasses were nowhere to be found.So I’m thinking you might help me out.R: _I’m so sorry to hear that_, Madam. _Have you checked your room yourself?G: Sure, I checked the room several times. It must have been taken by the housekeepers when they collected linens.R: Don’t __worry, Madam. Could you _ please describe your sunglasses and give me your room number?G:My sunglasses were red in color and branded Gucci.(Cashier is at the same time help the lady checking out)R: Madam, I really_understand how you feel now. I promise that_I will do my best to find it.Once we find it, I’ll call you back as soon as possible.G:Thanks.R: At your service, Mrs. Thomas. Hope that doesn’t ruin your stay here.LESSON 4 BUSINESS CENTER & TELEPHONE SERVICE商务中心和电话服务VI. EXERCIESE 练习Complete the following dialogue.Set up a morning call预定叫早服务( O: Operator话务员G: Guest 客人)O: Garden Hotel, operator’s speaking. Can I help you?G: I’d like to set up a morning call for my group for July 7th, tomorrow morning.O: What are the room numbers and when to call up sir?G: Room 1001 to 1010, 7:00 a.m..O: OK, we’ll call you up at 7:00 a.m. tomorrow morning. You’ll collect it when you answer the phone.G: Thanks. Goodbye.LESSON 6CHECK OUT退房VI. EXERCIESE 练习plete the following dialogue.Miscalculation 帐单有误( C: Cashier 收银员G: Guest 客人)C: Yes, Mr. Black. What can I do for you?G:What’s this 160 Yuan for?C: Let me see. That’s for the wine in the bar .G:But I didn’t order any wine.C: I’m sorry, Mr. Black. I’ll check it for you.G:Okay. I’ll wait.C: Now let me give you another receipt. Is there anything else wrong?G:No. I think the rest is fine, and I’ll pay by credit card.C: Thank you and sorry for the mistake.PART III HOUSEKEEPIING DEPARTMENT 客房部LESSON 1 RECEIVING GUESTS 迎接客人VI. EXERCISES 练习1. Complete the following dialogue.Receiving the Guest 迎接客人(FA = Floor Attendant 楼层服务员G = 客人）Scene: A guest comes out of the lift. A floor attendant meets him in the corridor.FA:Good afternoon, Sir. Welcome to Hilton Hotel. May I help you?G: Yes, please. Here is our room key.FA: It’s Room 620. __This way, please_.Mind your step, please.G: When will our baggage arrive?FA:I’ll check it for you in a minute.G: Could you tell us the service hour of the dining room?FA:Sure,Sir.Our restaurant is open from 6 am to 11 pm. It serves delicious Chinese foods with local flavor and natural western dishes.G: How about the bar and café?FA:Yes, we do have a bar and café and they’re both on the second floor.G: I’d like to know about other services provided in your hotel please.FA:Sure, there are health club and swimming pool in the health and recreation center of our hotel. You can do body-building, aerobics, and swimming. After that you can also enjoy sauna and massage. In addition, if you want to have some entertainments, the night club is the best choice.G: That’s good. Thank you very much.FA: I t’s my pleasure and I am always at your service.LESSON 2 MAKING UP ROOM 收拾客房VI. EXERCISE 练习1. Complete the following dialogue.Turn-down Service 做夜床(RM = Room Maid 客房服务员G = 客人）Scene: Mr. and Mrs. Black are sitting in the room when a room maid knocks at the door.RM: Housekeeping, may I come in?G: Come on in, please.RM: Good evening, Mr. and Mrs. Black. May I provide you turn-down service now?G: Ok, thank you. But you see we are expecting a guest in a minute. Could you just tidy up the bathroom and bring us some more Cokes in the mini-bar?RM: Ok, I will get some Cokes for you right away and tidy up the bathroom then.(Ten minutes later)RM: May I come in, Sir?G: Yes, please.RM: Here are 6 tins of Cokes. May I tidy up the bathroom now?G: Ok, go ahead, please.RM: It’s growing dark. May I draw the curtains for you?G: Ok, thank you very much.RM: __It’s my pleasure___. Is there anything else I can do for you?G: Not at the moment. Thank you.LESSON 3 ROOM SERVICE 房餐服务VI. EXERCISE 练习1. Complete the following sentences with the given words in proper forms.(Continental breakfast,sign, around-the-clock,poach, eggs, coffee,account,captain,do, bacon,)2. Complete the following dialogue.(RS = Room Service 房餐服务人员G = Guest 客人)RS: ___Room Service_________, ____May I come in______?G: Come in, please.RS: Here are the things you’ve ordered, sir. ___Where would you like to have them, Sir? G: Oh, just put them over there on the table.RS: Ok. __Shall I serve it now__?G: You can serve it now, I think.RS: _Would you please sign here, Sir__?G: Sure. May I use your pen? Thanks.RS: Thank you, sir. _ Please enjoy your meal_.G: Ok. I’ll call you after I’ve finished the meal.RS: __Take your time, Sir__. ___I’ll come back later__.LESSON 4 LAUNDRY SERVICE 洗衣服务VI. EXERCISE 练习plete the following dialogue.Mis-delivery 送错衣服(C = Clerk 员工G = Guest 客人)C：__ Laundry service, may I come in _?G：Come in, please.C: I’m sorry for the mis-delivery__. I’ve brought your laundry.__Is everything ok now__?G: Yes, that’s right now. Put them on the bed please.C:_Sorry for the mistake____. _Anything else I can do for you_?G: It’s ok. Nothing else at the moment.C: See you later and have a nice day, Madam.PART IV FOOD AND BEVERAGE餐饮LESSON 1 AT THE BAR 在酒吧VI. EXERCIESE 练习1. Complete the sentences with the given words in proper forms.(charge, wait for, on the rocks, take your time, barmaid, floor show, bartender, lobby lounge, care for, tips )(1)Thank you，We don't accept __tips_________.(2)Would you like to have cocktail or whisky __on the rocks_________?(3)Would you ___care for________ a glass of sherry with your soup?(4)There is a ____floor show_______ in our lobby bar. Would you like to see it?(5)Miss Li is regarded as one of the best ____barmaids_______ in the hotel.(6)Here is the drink list, sir. Please __take your time_________.(7)The minimum ____charge_______ for a 200 people cocktail receptions is 6000 Yuan，including drinks.(8) A _____bartender______ should know what to do and how to do it.(9)The bar is full now. Do you care to ____wait for_______ about 20 minutes?(10)P lease don't speak loudly in the __lobby lounge_________，will you?LESSON 2 IN A WESTERN RESTAURANT在西餐厅VI. EXERCIESE 练习1. Match the following words with correct explanation.(1)make out (a) to respect and approve of something / someone(2)leftovers (b) food put inside sandwiches, cakes etc.(3)mash (c) not easy to recognize(4)admire (d) the way something happens(5)requirement (e) food left from an earlier meal(6)manner (f) something that someone needs(7)unrecognizable (g) to see or understand what something is.(8)filling (h)to press into small pieces(1)--- (g)(2)--- (e)(3)--- (h)(4)--- (a)(5)--- (f)(6)--- (d)(7)--- (c)(8)--- (b)LESSON 3 IN A CHINESE RESTAURANT 在中餐厅VI. EXERCIESES 练习1. Complete the sentences with the given words in proper forms.(spicy, dessert, toast, share, light, finish, banquet, free, drink, cuisine )(1)Would you mind ___sharing_______ a table with others？(2)If you need anything else，feel __free____ to tell me.(3)What would you like to order for ___dessert_______？(4)Drinking takes an important place in Chinese _banquet_________.(5)It is a matter of courtesy for the host to try to get his guests ___drink_______.(6)When the last dish is ____finished______, the banquet has officially ended.(7)Would you please tell me something about Chinese ___cuisine_______?(8)Sichuan food is famous for it hot and __spicy________ flavor.(9)At a Chinese banquet, the host will propose a ___toast_______.(10)W ould you please recommend some __light________ dishes for us?LESSON 4 Handling Complaints 在中餐厅EXERCIESES 练习1. Complete the sentences with the given word in proper forms.(refund(退款), follow up, manager, chef, rules, blame, misunderstanding, apologies, solutions, respond, )(1)I’ll speak to the ____chef________ and see what he can do.(2)You are right. Please accept my ____apologies________.(3)We will ___refund_________ the cost to you.(4)I’m sorry, sir. There must be some ___misunderstandings_________.(5)To handle complaints successfully, the staff member should follow some__rules__________.(6)You’d better offer one or more _____solutions_______ to the guest.(7)Speak to your __manager__________ when in doubt about what to do.(8)When handling guests’ complaints, you should _____respond_______ quickly.(9)_Follow up__ with the guests to make sure they are satisfied.(10)When you are criticized, don’t ___blame_________ someone else.LESSON 5 PAYING THE BILL 结帐EXERCIESES 练习1. Complete the sentences with the given word in proper forms.(come to, enough, cancel, error, details, separate, service charge, personal, receipt, extra)PART V OTHER DEPARTMENTS 其他部门LESSON 1 SHOPPING ARCADE 购物中心EXERCISES 练习1. Complete the following dialogue.( S: Shop- assistant 商场营业员G: Guest 顾客)S: Good afternoon. ____ Can I help you, Madam _____________________________? G: Yes, please. I __would like to buy_____ some gifts to give my friends.S:OK. __Would you like me to recommend you some famous Chinese broidery works? G: Thanks. ___How about the price________?S:Eighty Yuan. It's a reasonable price.G: I ___would like to have 6 pieces____. Here's the money.S:___Thank you___. ____ I’m sure your friends will like them very much _.。
小学英语情景试题
小学英语情景试题小学英语情景试题是一种注重语言实际运用能力的测试方式。
它通常以一个具体的场景为背景，通过描述人物、物品和事件等信息，要求学生根据情景进行回答。
这种测试方式不仅可以考察学生的语言知识，还可以考察他们的逻辑思维能力、情境应变能力和创新能力。
以下是一个小学英语情景试题的例子：情景描述：你和朋友一起去公园玩，突然发现了一个迷路的小狗。
你们决定帮助它找到家。
问题1：你们应该如何与小狗沟通，以便找到它的主人？问题2：如果你们遇到了一个慈善的人，他表示愿意帮助你们找到小狗的家，你们应该如何向他表示感谢？问题3：如果你们找到了小狗的家，但是小狗的主人不在家，你们应该如何处理这个问题？这个情景试题通过描述一个具体的场景，让学生思考如何在这种情况下与他人交流、表达感谢以及处理问题。
在回答问题时，学生需要运用所学的英语词汇和语法知识，同时还需要结合实际情境进行思考和表达。
除了这种情景描述的试题，还可以通过其他方式来考察学生的语言实际运用能力，例如：1、通过视频或图片来展示一个场景，让学生用自己的语言进行描述。
2、设计一个具体的场景，让学生进行角色扮演，并通过对话等方式进行交流。
3、给出一些关键词或短语，让学生用这些词语来编写一个故事或者一段话。
这些测试方式都可以有效地考察学生的语言运用能力，同时还可以激发他们的创造力和想象力。
通过这种方式，我们可以更好地了解学生在英语学习中的实际掌握情况，并为他们的学习提供更好的指导和帮助。
英语情景教学法英语情景教学法是一种以情景为基础，通过创设真实的语言环境，引导学生融入情境中，从而提高英语运用能力的教学方法。
本文将介绍英语情景教学法的实践应用，以期为英语教学提供有益的参考。
首先，英语情景教学法强调将语言知识与实际情境相结合，让学生在情境中理解和运用英语。
这可以通过模拟生活场景、角色扮演、游戏互动等方式实现。
例如，在学习购物用语时，教师可以利用教室模拟商场环境，让学生扮演顾客和店员，通过实际交流来掌握购物用语和表达方式。
酒店英语学习情境一：前厅服务英语1-1 Room Reservations
拼写
room rate
房价
departure date 离开日期
reservation n. 预订 available adj. 可提供的 prefer vt. 更喜欢 arrival date 到达日期 look forward to 期待
Useful expressions
1. Helping the guest book rooms 帮助客人预订房间 (1) Room Reservations. (How) may I help you? (2) I’ll check our room availability. (3) I’d like to confirm your reservation. (4) We look forward to serving you.
4. 凯悦国际酒店集团
（ Hyatt Hotels & Resorts）
5. 最佳西方酒店管理集团 （Best Western International）
6. 圣达特国际集团
（Cendant Corporation）
7．凯宾斯基国际酒店集团 （Kempinski Hotels & Resorts）
Hotel tips
世界著名酒店集团概览 Hotel Group Introduction
1. 洲际国际酒店集团
（Intercontinental Hotels Group）
2. 希尔顿酒店集团公司 （Hilton Hotels Corporation）
3. 万豪国际酒店集团公司 （Marriott International, Inc. Hotels）
角色A: 你是George Brown, 准备和妻子到广州旅游， 你打电话给酒店预订一间双人间，时间为3月6日至9日, 你告诉预订员你们将在早上9点到达. 角色B: 你是预订员kelly，你接受电话预订服务.
最新-酒店英语学习情境一：前厅服务英语1-7 Answering Guest’s Inquiries-PPT文档资料
Go upstairs
Take the lift
Turn left
Go straight
Take the escalator
Turn right
Working Knowledge 工作知识(3)
• 3. Some services that a concierge should do
are as followings
• Listen carefully 仔细聆听 • Understand guests‘ requests 了解宾客需要 • Give a response 作出回应 • Recommend hotel facilities 推荐酒店设施
Working Knowledge 工作知识(1)
• 1.The main qualities of a concierge
Activity
• 2. Here are two situations at the hotel. Think out a solution to the problems described in the situations. 以下是酒店内 发生的情境。根据情境的描述，想想如何解决问题。
Situation A You want to connect your laptop to the internet in your room. You’d like to go to bed and check your e-mails from there.
upstairs 楼上 left 左边 lobby n. 大堂 corridor n. 走廊 hold 举行 next to 紧邻 hall 礼堂, 会堂; 大厅
Guest inquiries 宾客咨询
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Module 1Unit 11.略plete the following mini-dialogues.1.Good afternoon2.How do you do3.How are youI'm fine too4.Nice to meet youI'm John Smith5.Thank you3.Listen and fill in the blanks.Clerk: How are you today, Mr. White?Guest: I'm fine thank you.Clerk: This is our manager, Mrs. Li.Guest: Glad to see you M TS. Li.Manager: How do you do? Glad to see you too. How do you like our hotel?Guest: Great! The people here are very nice.Manager: Thank you. Hope you will enjoy your stay here.Guest: Thank you.4.Pair work・ Discuss what to say to the guests in the following situations, then write out the correct responses・1.Good afternoon2.Good evening3.Good day4.May I introduce our manager Mr. Smith to you5.May I have your name please?5Discuss and write out the proper expressions according to each of the question.1.Good afternoon sir!2.Good morning madam3.Good evening, welcome to our hotel!4.Good morning, welcome to our hotel!5.Good afternoon everyone, welcome to our hotel!Unit 21.略plete the following mini-dialogues.1.Congratulations!2.Yes, I think so3.The same to you4.Thank you5.at your service3Listen and fill in the blanks.Clerk: Good morning, Mr. White!Guest: Good moming.Clerk: You look so upset. What's the matter with you ? Are you looking for something?Guest: Yes, I need to make a phone call and I can't find it anywhere.Clerk: Oh, I have just seen a mobile phone on the desk of the barGuest: That must be mine, I have just have something in the bar ! Thank you very much!Clerk: You're welcome and hope you can find your phone as soon as possible.Guest: Thank you. Bye!4Pair work・ Discuss what to say to the guests in the following situations, then write out the correct responses・1.Thank you and it's very nice of you2.Congratulations3.Yes I think so4.Happy New Year5.Thank you the same to you5Discuss and write out the proper expressions according to each of the question.1.Happy birthday, Mr Green2.Wish you good luck3.Congratulations4.Yes, I think so5.Thank you the same to youUnit 31.略plete the following mini-dialogues.1.May I have your name please?2.May I have your room card?3.Which brand would you like?4.Do you need a morning call?5.Smoking or non-smoking floor please?3Listen and fill in the blanks.Clerk: Good morning! Housekeeping. May [ come in?Guest: Yes, of course.Clerk: Fm sorry to disturb you, but may I clean the Toom now?Guest: Sure go ahead.Clerk: Oh, May I tidy up your bed?Guest: OK.Clerk: May I move the things on your desk so that I can dust it?Guest: I'd prefeT you don't move them.Clerk: Fm sorry I don,t know.Guest: Thafs all right4Pair work・ Discuss what to say to the guests in the following situations, then write out the correct responses・1.How about...2.Would you...3.How may I help you? / What can I do for you?4.Would you like a morning call ?5.How do you like....?5Discuss and write out the proper expressions according to each of the question.1.May I have your phone number?2.Could you please sign here?3.Housekeeping, may I coming?4.How about... / What about...5.What can I do for you?unit4:1.略2・ Complete the following mini-dialogues.1.It opens from 9 am to 10 pm2.It's 25 dollars altogether3.Ok, here it is.4.It takes about three quarters5.It's at the comer of the road.3Listen and fill in the blanks.Clerk: Hello, how can I help you?Guest: Hello. I would like to take my daughter to the Happy Valley tomorrow. How can we get the tickets? Clerk: Fve been there with my kid, ifs very interesting there. I can have tickets delivewd so you can pick them up from here. Would that be OK?Guest: Thafs fine.Clerk: I can get you a 10% discount if you'd like to have lunch as well.Guest: That sounds goodClerk: Ok, so you'd like two tickets for the Happy Valley for tomorrow. Shall I add the cost to your bill? Guest: Yes, please. Thanks.Clerk: Hope you will have a good trip.4Pair work・ Discuss what to say to the guests in the following situations, then write out the correct responses・1.You'd better go there by subway.2.It's May 10th. It5s ten to ten.3.Turn right at the second crossing4.Please watch your steps5.We can offer you a 10 % discount.5Discuss and write out the proper expressions according to each of the question.1.It's 40 degrees centigrade and you'd better not go out.2.It's not far from here, you can go there on foot and enjoy the scene on the way.3.1will order it for you4.it's about 320 yuan altogether, please. And there is a 15% discount for staying guests.5.You may take our shuttle bus to get there unit5:1.略2・ Complete the following mini-dialogues.1.we do apologize2.It's all right3.1apologize for this4.1have to ask our manager.5. Thank you for your patience3Listen and fill in the blanks・Guest: I want to complain about the terrible thing in your hotel.Clerk: I'm sorry you are not happy, sir. What has happened?Guest: Today is very hot, so I want to use the air-conditioner. But it doesn't work.Clerk: I do apologize, sir. And I'll get someone to fix it right away.Guest: Can I use it after lunch?Clerk: Yes I'll make sure of that.Guest: Thank youClerk: Besides can I give you a discount to make you happy?Guest: Thafs very nice of you.4Pair work・ Discuss what to say to the guests in the following situations, then write out the correct responses・1.It's a pity2.Thank you for your understanding3.1have to ask our manager4.Fm sorry. Ifs my fault.5.We do apologize5・ Discuss and write out the proper expressions according to each of thequestio n・1.Let me see...Oh, we do apologize. Fll check it out right away.2.Shall I call the manager, madam?3.Fm really sorry, but I seem to have mis served a dish4.Shall I bring you a knife and fork?5.Thank you for your understanding.unit 61 •略2. Complete the following mini-dialogues.1.See you later2.Please give my best regards to your family3.Good night4.Good bye and thank you for your coming.5.Have a nice trip home.3Listen and fill in the blanks.Guest: I will go home and come here to say good-bye.Clerk: Sorry to hear that. And when do you leave?Guest: My plane leaves at 8:45 this Sunday.Clerk: So you won't be staying here next week. Can't you stay a little longer?Guest: I have finished my meeting here so I have to go home.Clerk: Sorry for not being able to see you off at the airport. Be sure not to leave anything behind, please and at last please give my best regards to your family.Guest: OK. I will and thafs very nice of you. Also I should thank you for your service here. I will stay in your hotel next time I come here.Clerk: Thanks a lot.4Pair work・ Discuss what to say to the guests in the following situations, then write out the correct responses・1.We hope you have enjoyed your stay.2.Have a nice day!3.We look forward to seeing you soon.4.Good night5.Goodbye, sir and hope to see you again5・ Discuss and write out the proper expressions according to each of the questio n・1.Have a nice trip home. And please give my best regards to your family.2.Have a nice day and please enjoy yourself.3.Good night and have a good rest!4.Be sure not to leave anything behind please.5.Happy landing.Module 2Unit 11・ A: Listen to the dialogue and fill in the reservation form・Reservation FormBooked by Mr. Swine Ramos Telephone 137 619 38465 Fax /Email ___________________ Company ______________Remarks: a conference room for about 40 people on March 5th _____________ Taken by Your name Date _XXXX ______B: Listen to the dialogue and fill in the blanks・Reservationist: Good morning, Toronto Hotel, Reservations. How may I help you?Guest: Fd like to Teserve a TOOHI.Reservationist: What time will you be arriving?Guest: From Oct 12th to Oct 14th.Reservationist: Well, What type of room would you like?Guest: Just a single Toom, please.Reservationist: May I have youi credit cand to guarantee the booking?Guest: Yes, It9s my VISA card. It^ No.6222 3756 1088 0310.Reservationist: Thank you very much. Could you tell me your name and telephone numbeT, please?Guest: Yes, my name is Gerry Brown and my telephone numbeT is 3389-1120.Reservationist: Thank you for calling. We are looking foTwaid to seeing you.2・ Match the English expressions in Column A with their Chinese meanings in Column B・l. D 2.H 3.1 4. B 5.E 6. A 7. K 8. F 9. J 10. G 11. C3・ Put the following service procedures into correct orders・3 2 5 6 1 45・ Discuss with your partner what to say to the guest in the following situations and then write out the correct expressions・1.Good moming/aftemoon/evening, XXX hotel. How may I help you?2.What kind/type of Toom would you like?3.Could you please tell me youi arrival and depaTtuie dates?4.Would you like to change the Toom OT would you like me to find a nearby hotelfol you? But the business suite has a larger bedroom and a laTgei lounge. It is mow comfoTtable and ideal for meeting business guests.5.Could you give me a credit card to guarantee the booking?6.Thank you for calling. Goodbye.6・ Translate the following sentences into English・1.Good morning. Reservations. How may I help you? __________2.How long will you be staying? ___________________________3.What kind of room would you like? _______________________4.Your reservetion number is 3645. _________________________5.You can have a 15% discount with the cooperate rate.6.We are looking forward for your coming. __________________ Reading:l. F 2. F 3. F 4.TUnit 21・ A: Listen to the dialogue and fill in the blanks.Receptionist: Good morning, madam, What can I do foi you ?Guest: Fd like to _check・in_.Receptionist: Do you have a Teservation_ ?Guest: Yes, My confinnation numbeT _ is 5153.Receptionist: Well, Miss Gate. May I see your passpOTt_, please?Guest: Sure. Here you are.Receptionist: Thank you. Miss Gate, you booked a deluxe single Toom_, right?Guest: Yes.Receptionist: Could you please fill in this Tegistration form_ ?Guest: Certainly. Heie you are_.Receptionist: Thank you. Here is your key card. Hope you will have a wonderfulB: Listen to the dialogue and fill in the registration form・2・ Match the English expressions in Column A with their Chinese meanings in Column B・l. E 2. A 3. K 4. B 5. J 6. F 7. D 8.1 9. G 10. H 11. C3・ Match the expressions with their correct definitions.1.12.B3. G4. C5.F6. D7. A8. H9. E5・ Discuss with your partner what to say to the guest in the following situations and then write out the correct expressions・1._ Good evening, sir. What can I do foi you?2._ Do you have a Teservation? _________________________3._ May I see your passport, please? ______________________4._ Would you please fill in the Tegistration form? __________5._ Here，s your room card, and the room numbeT is on it. ___6._ Hope you will enjoy your stay at our hotel. _____________6・ Translate the following sentences into English・1.When do you reserve the room? ________________________________2.Do you have a a reservation , Madam? _______________________________3.May I see your passport, please? _______________________________4.All the single rooms are sold out. Would you like a double room?It is more comfortable for your sleeping. ________________________5.Do you need a morning call? __________________________________6.Hope you will enjoy your stay in your hotel. ______________________ Reading:l.T 2.F 3.T 4.TUnit 3：1・ A: Listen to the dialogue and fill in the blanks.Bell boy: Good morning, sir, Welcome to our hotel ______ .Guest: Thank you.Bell boy: May I help you with your baggage ______ ?Guest: Please take this bag for me .Bell boy: Certainly. Let me show you the way.Guest: Thanks.Bell boy: Do you need all the luggage in your room?Guest: No, please stoie the bag for me.Bell boy: Sure. I will make out a claim tag for you.Guest: Thank you. When can I get it back ?Bell boy: We are ODen 24 hours . This way, please. Guest: Thank you.Bell boy: Hope you will enjoy your stay .B: Listen to the dialogue and fill in the shopping list.Money in advance: 200 ________________________Clerk XXX _________ Date XXX Time XXX2.Match the English expressions in Column A with their Chinese meanings in Column B・1.12.B3.H4. K5. J6. C7. E8. D9. F 10. G 11. A3・ Match the guest5s requests with the bellboy5s responses.Guest:l. B 2. A 3.F 4. C 5.D 6. G 7. E5・ Discuss with your partner what to say to the guest in the following situations and then write out the correct expressions・1.Good moming/aftemoon/evening, Mr./Miss. Welcome to OUT hotel.2.May I help you with youT luggage? __________________________3.Could you tell me youi name and Toom numbeT, please? _________4.What kind of things would you like and may I have youi name _____and room numbeT?5.Please take this elevator to the XXth floor. _____________________6.Do you need all youi luggage in youi Toom? ___________________6・ Translate the following sentences into English・1.Welcome to our hotel, May I take your baggage?___________________2.Please take the elevator on the left to the ninth floor.3.When do you need to get to the airport tomorrow? __________________4.We are open twenty four hours _________________________________5.May I ask you to pay 200 Yuan in advance?_______________________6.How many luggage do you have? _______________________________ Readingl. F 2.T 3.T 4.TUnit41・ A: Listen to the dialogue and fill in the blanks.Cashier: Good morning, madam. How may I help you?Guest: Fd like to _check・out_. Fm in room 1202.Cashier: Wait a moment. The bill comes to _RMB 2398 Yuan altogethei. Here is your bill. Please have a check_ and sign here.Guest: I would like to pay by credit can! . Is that Ok?Cashier: That would be fine.Guest: Which cards do you take?Cashier: We accept Visa, _JCB_, American Express, Dinners and _ Master can!.Guest: Here is the card .Cashier: Please sign this _bill_ for RMB 2,39&Guest: Ok. Here you are.Cashier: Thank you. Here is a copy of your bill and your credit card receipt. Guest: Thank you. Goodbye.Cashier: Have a good flight. Goodbye .B: Listen to the dialogue and fill in Currency Exchange form・2・ Match the English expressions in Column A with their Chinese meanings in Column B・l.K 2. G 3.B 4. C 5.1 6. J 7. H 8. F 9. E 10. D 11. A3・ Match the countries on the left with their currencies on the right.l.C 2. A 3. D 4.F 5. A 6. B 7. A 8. E5・ Discuss with your partner what to say to the guest in the following situations and then write out the correct expressions・1._ Good afternoon, sir. May I help you? _________________2.Did you take anything in youi mini bar? ____________3.How would you like to pay your bill ___________________4.How much would you like to change, sir? ______________5.We do apologize for OUT caielessness. _________________6.Goodbye and hope to see you again. ___________________7・ Translate the following sentences into English・1.I'm teiribly sony. I will print another bill for you at once. ____________2.I，m sorry to say that we don't accept traveleFs checks here. _________3.How would you like to pay? ___________________________________4.We accept JBC, Visa and Master card ___________________________5.O UT exchange rate are very close to the bank ______________________6.Hope you will have a good trip _________________________________ Readingl.F 2.T 3.T 4.Tunit 5 1・ A: Listen to the dialogue and fill in the blanks.Operator: Good evening. Can I help you_ ?Guest: I need to book a wake-up call_ •Operator: Certainly sir. May I have your TOOHI number, please_ ?Guest: Yes, it，s 2107Operator: What time would you like us to wake you up_, M匚Jones?Guest: I have a flight at 9:00 a.m.Operator: Well, it takes _one hour_ to get to the airport. I think you should leave 卫16:00 a.m_.Guest: That's fine, so call me_ at 5:00 a.m.Operator: No problem. Do you need a taxi to the airport?Guest: Yes, please. For six o' clock.Operator: Is there _any other things_ I can do for you?Guest: No, thank you. Good night.Operator: Good night, Mr. Jones. Sleep well_ .B: Listen to the dialogue and note down the message.Message SlipTo：Mr. Potter ______________ Room No： 228 __________________________WHILE YOU WERE OUTMr. V/Mrs. /miss Green ______________________________________________Of Room 308 _________________________________________________________Telephone No 308 ____________________________________________________TIME： XX:XX ________________________________________________________MESSAGEMr. Gwen in Room 308 wants to invite you to have a party tomorrow evening at 5:30 in his room.Date XX. XX ____________ Time XX: XXClerk XXX __________2・ Match the English expressions in Column A with their Chinese meanings in Column B・l. F 2.1 3. J 4.B 5. C 6.D 7. H 8. G 9. E 10. A5・ Discuss with your partner what to say to the guest in the following situations and then write out the correct expressions・1.Good morning, XXX Hotel. OperatOT. How may I help you?2._ May I have the guests name? ________________________3._ What message would you like to leave? ________________4.F OT city calls, fkst dial ”0”，then dial the numbeT when you hear the dial tone.5._ What time do you need the wake・up call? _____________6._ Do you need transportation? _________________________6・ Translate the following sentences into English・1.You can call back later or leave a message・2.Let me repeat your message・3.F OT inside line, just dial the Toom numbeT.4.When do you need to get to the theater?5.It may take one hour to get there in rush hours.6.Do you need a second call, just in case?readingl.F 2.T 3.T 4.FUnit 6：1・ A: Listen to the dialogue and fill in the blanks.Concierge: Good afternoon. How can I help you.Guest: I need to go to Beijing. Where can I get a ticket?Concierge: Do you want to go by train OT go by plane ?Guest: Where do I buy a ticket for the train?Concierge: We can buy it for you . You pay the ticket price plus a small service fee. Guest: Ok. How about a ticket for the concert tonight? How much is that? Concierge: The ticket is _RME 250 Yuan . _When_ would you like to see the concert? Guest: Around _7:00_. I will come to pick it up in two hours_.Concierge: That is fine, but we ask that you pay in advance.. We need to buy the ticket. Guest: Sure. How much is the total?Concierge: 700 Yuan_ for the tickets plus 50 Yuan_ for the service charge. The total is RME 750 Yuan , sir.Guest: Here you are and Thank you for your help.Concierge: It is our pleasure, si匚We are happy to serve you_.B: Listen to the dialogue and fill in the chart.2・ Match the English expressions in Column A with their Chinese meanings in Column B・l.E 2.D 3.F 4.B 5. G 6. C 7. A 8. H 9. J 10. K 11.14・ Match the guest5s requests with the hotel staffs responses.l.C 2. A 3.F 4. G 5.D 6. E 7. B5・ Discuss with your partner what to say to the guest in the following situations and then write out the correct expressions・1.Would you like to go by train OT by plane? _______________2.Can you tell me when you，d like to leave, sir? ___________3.I do apologize, si匚But please calm down. ______________4.Just a moment, please. I will contact OUT manageT to solve it..5.Heie is a map. I，ve circled our hotel, XXX, the station for you.6.If theie is anything else we can help, please feel free to tell us.6・ Translate the following sentences into English・1.What tTanspOTtation would you like to take? __________________2.It's RMB 1200 Yuan altogehter, including the service fee. __________3.We are terribly sony for the troubles we caused you. _____________4.Let me change a TOOHI foi you. ______________________________5.It，s about half an houi by subway and 15 minutes by taxi. _________6.This is the map. I，ve maTked them on it. ___________Readingl.T 2.F 3.F 4.FModule 3unit 11.A： Listen to the dialogue and fill in the blanks・Reservationist: Good morning, sir. How may I help you ?Guest: Good morning. I would like a table by the window.Reservationist: Yes. When should we expect you?Guest: Perhaps around 6:00 p.m. April 24.Reservationist: How many people are there in your party?Guest: There will be three of us.Reservationist: May I have your name and phone numbeT?Guest: Janet Davis. 150********Reservationist: May I repeat it for you?Guest: Yes, please.Reservationist: A table by the window for three, April 24,at 6:00 p.m. Is there anything special?Guest: No, thank you.B： Listen to the dialogue and try to put the following sentences into correct orders according to what you hear・(4 )A private room, please.(1 )Good afternoon, Garden Restaurant. How may I help you?(9 )In that case, can we book you a private room at 8:00 p.m.?(2 )Fd like to make a reservation in your restaurant.(7 )Fm sorry, sir. All private rooms are reserved until 6:00 p.m. What about a tablein the hall?(3 )Of course, sir. Would you like a table in the main dining hall or in one of ourprivate rooms?(5 )How many are there in your party, and at what time should we expect you?(13 )Thank you, Mr. Lee. We'll arrange the Rose Room for you, at 8:00 tonight. Isthat right?(6 ) Six people at 5:30 tonight.(15 )Thank you for calling, Mr. Lee. We look forward to seeing you tonight.(11 )Would you please leave your name and telephone number?(8 )We prefer private rooms. Ifs too noisy in the hall.(10 )Thafll be fine.(12 ) My name is John Lee, and my mobile is 139-6755-4611.(14 )Yes, thank you very much.2・ Match the English expressions in Column A with their Chinese meanings in Column B・1.D2.I3.G4.L5.A6.C7.F8.J9. H 10.K11.B12.E 3・ Complete the following sentences with the expressions from the table below・prefer, how about, have been, Pm sorry, how many, there^e, what's, do you, can I, what time, we don't, how much, Ill1.There?re no tables left for 6:00 p.m.2.How many people are there in your party?3.Can I have a table by the window?4.What，s your arrival time?5.What time would you like your table?6.Do you have any special requests, sir?7.Would you prefer smoking or non-smoking area?8.We don't have a private room at this moment.9.How about a table in the corner?10.How much would you like to pay for each table?11.Ill fax the menu to you tomorrow.12.All the tables have been booked until 7:00 p.m.13.I'm sorry to say that we are full now.5・ Discuss with your partner what to say to the guest in the following situations and then write out the correct expressions・1.Good moming. Chinese RestauTant. How may I help you?2.F OT what time, siT/madam?3.Y OUT name and telephone numbeT, please?4.Any othei TequiTements?5.So it，s Mr.White, a table for five at 6:30 p.m. this evening. Am I right?plete the following dialogue.Staff：Good evening, sir. Have you got youT reservation?Guest: No, we haven't. Just we three.Staff：Fm sorry, the house is full now. Would you mind waiting a moment?Guest: How long do you think we'll have to wait ?Staff: About 10 minutes.Guest: Oh, that'll be all right. We are not terribly hungry.Staff: May I have your name, siT?Guest: Mi*. White.Staff: Thank you, Mi*. White. Now would you please take a seat and wait over there? We511 have you seated as soon as we get a free table.Guest: Thank you.(After a little more than 10 minutes)Staff: M T. White?Guest: Yes, here.Staff: Would you step this way, please?Staff: Here is your table. Please take your seat. The waiter will be here to take your orders.Guest: Thank you.7.Translate the following sentences into English ・1您想预订什么时间的桌位呢？What time would you like your table?2你们一共多少人？How many people are there in your party?3我可以记下您的名字吗？May I have your name, please?4有什么特别要求吗？Is there any special requirement?5尽管我不能向您担保，但请放心我们会尽最大努力的。