酒店情景英语对话PARTⅠTHEFRONTOFFICEINTRODUCTIONThemanager’sRemarksTheaimofahotelistocreateahomeawayfromhomeforallthetravellingguestswhoneedrest,foo danddrink.Thefrontofficeofahotelisnotonlyits“shopwindow”butalsoits“nervecenter”.Thefron tofficestaff’sefficiencyandpersonalityareofgreatimportancetoguest’svacationorbu siness,andindeed,thehotel’soperationitselfaremadeorruined. Thefrontofficestaffseemto“doitall”-receivereservations,registerguests,assignroo ms,distributebaggage,storeguests’valuables,provideinformation,delivermailsandmes sages,exchangeforeigncurrencies,checkroomoccupancies,checkguestsoutandsoon. Inordertofulfilthesetasks,thestaffmusthaveaneatandsmartappearance,goodmanners,ada ptability,knowledgeoflanguagesandaheadforfigures.Themostimportantofallthequalitie sisareallikingforpeopleandawarmdesiretohelpthem.Besides,frontdeskstaffshouldencourageandsettletheguests’complaints.Thatwillsooth eanunhappyguestandrevealthehotel’sproblemssothattheoperationcanbebettered. Inshort,allstaffoughttorememberthatthehotelwillenjoygreaterfinancialsuccessonlywi ththegreatersatisfactiontheguestsreceivefromthe“homeawayfromhome”.WordListRemarkn.陈述、言语Nerven.神经Realizationn.实现Operationn.经营Ruinυ.崩溃、毁灭Reservationn.预订Registerυ.登记、注册Assignυ.分配、指定Baggagen.行李Distributeυ.分发Deliverυ.投递、递交efficiencyn.效率personalityn.个性smartα.活泼的、精明的appearancen.外表goodmanners彬彬有礼adaptabilityn.适应性figuren.数字settleυ.解决、安定complaintn.投诉、抱怨sootheυ.安抚revealυ.显示Occupancyn.居住、占用Currencyn.货币financialα.财政的、财经的satisfactionn.满意UsefulExpressionsNotonly…butalso…不仅…而且…toseento似乎，好像……alikingfor对……喜爱Sothat…以便TocheckSB.Out结某人的帐（以使之可离开旅馆）inorderto为了……oughtto应当……inshort简言之，总而言之UNIT1RoomReservations1-1AlongDistancecallReservationScene:HenryBellow(B)andMargaretBellow(M),anAmericancouple,aregoingtospend theirHolidaysinChina.NowMr.BellowismakingareservationatHaitianHotelin Shanghaithroughalongdistancecall.Reservations(R):ShanghaiHaitianHotel.ReservationDesk.CanIhelpyou?B:I’mcallingfromNewYork.I’dliketobookaroominyourhotel.R:Whatkindofroomwouldyoulike,sir?Wehavesinglerooms,doublerooms,suitesand DeluxesuitesinJapanese,British,Roman,Frenchandpresidentialstyles.B:ABritishsuite,please.R:Wouldyoulikebreakfast?B:No,thanks.R:Canyougivemeyournameplease,sir?B:Bellow.B-E-L-L-O-W.R:Thankyou,Mr.Bellow.Andyourarrivalanddeparturedates?B:FromMay26th toMay29th.R:Verywell,Mr.Bellow.BritishsuitewithoutbreakfastfromMay26th toMay29th.AmI Correct,Mr.Bellow?B:Yes,thankyou.R:Whattimewillyoubearriving,Mr.Bellow?B:Around5:00p.m.R:Allright.You’llbeexpectedtobeherethen.B:That’sfine.Thankyou,madam.Good-bye.R:Good-bye.1-2AGroupReservationScene:Thetelephonerings.TheReservations(R)answersthephone.R:Reservations.MayIhelpyou?Client(C):Yes.TheAmericanPeople-to-peopleEducationDelegationwillbevisitingShangha iAttheendofthismonth.I’dliketobook10doubleroomswithtwinbedsforfivedays.R:Forwhichdates?C:ForMay23rd,24th,…and27th.R:Onemomentplease,sir.(Thereservationscheckthelist.)Yes,wecanconfirm10roomsforfivedays.C:Thankyou.Isthereaspecialrateforagroupreservation?R:Yes,thereisa10percentdiscount.C:That’sfine.R:Bytheway,howwilltheybegettingtoShanghai?Willtheybecomingbyair?C:Yes.R:Couldyougivemetheflightnumber,please,incasetheplane’slate?C:Oh,sorry.Idon’tknowtheflightnumber,butI’llletyouknowbyphonetomorrow.R:Thankyou,sir.C:Oh,yes.Accordingtotheprogram,they’llhaveameetingonthe25th.Haveyougotabig? Conferencehall?R:Yes,sir,wehaveaverynicemulti-functionhall,butyou’llhavetospeaktothemanager Aboutthat.PleaseholdonamomentandI’llseeifIcanputyouthrough.1-3ALocalCallReservationScene:TheReservations(R)answersthephoneassoonasitrings.R:Reception.CanIhelpyou?Client(C):I’dliketobookasingleroomwithshowerforMr.GeorgeSmith.Heplanstoarrive Onthe20th ofthismonth.R:Howlongwillhebestaying?C:Idon’tknow,butitcouldbeanythingfromseventotend.R:Thenwecanonlyconfirmaroomfromthe20th tothe27th.I’mafraidwewon’tbeableto Guaranteehimaroomafterthe27th.Weusuallyhavehighoccupanciesinthepeakseasons. C:Whatifthereisn’tanyroomthen?R:Don’tworry,sir.Wecaneitherputhimonawaitinglistorfindhimaroominanearby Hotel.C:Fine.Howmuchdoyouchargeforasingleroomwithbreakfast?R:Foronenight,thehotelcostwouldbe200yuan.Howwillhebepaying,sir?C:Hiscompanywillcoveralltheexpenses.We’llsendyouacheckrightaway.R:Thankyou,sir.C:Thankyou.Good-bye.WordListReservationn.保留、预定Suiten.套房Romanα.罗马的Presidentialα.总统的Clientn.顾客Confirmυ.进一步确定、证实Discountn.折扣Programn.议程、节目Receptionn.接待，欢迎Expensen.花费、经费、费用chargeυ.收费reservationistn.预订处值班员deluxen.豪华listn.表、目录、名单raten.价格等级flightn.飞行、航班conferencen.会议guaranteeυ.保证checkn.支票UsefulExpressionstomakeareservation预订tocheckin登记bytheway顺便incase以防（万一），假使according根据、按照either…or…或者…或者rightaway马上、随即UNIT2AtthereceptionDesk2-1AttheEntranceScene:AcarpullsupinfrontofHuatianHotelandadoorman(Dm)goesforward tomeettheguests,openingthedoorofthecarforthem.Dm:Goodevening,sirandmadam.Welcometoourhotel.MrBellow(B):Thanks.Goodevening.Dm:(Openingthetrunkoutthebaggageandlookingatthenameonthebaggagetags) I’mthedoorman,Mr.Bellow.Soyouhavegotaltogetherfourpiecesofbaggage?B:Er…Maybefive,Margaret(M)?Dm:Five?Oh,sorry.Letmehaveacheckagain.M:Oh,no,Henry.Alwayspoormemory!We’vegotonlyfour.B:Isee.(Tothedoorman)Sorry,boy.You’reright.Fourpieces.Dm:Nevermind,Mr.Bellow.TheReceptionDeckisstraightahead.Afteryou,please.B:Yes,thankyou.2-2TheRegistrationScene:Mr.Bellow(B)checksinattheReceptionDesk.Receptionist(R):Goodevening.WhatcanIdoforyou,sir?B:Ibookedatwin-bedroomwithbaththreeweeksago.I’mHenryBellow.R:Justamoment,please,Mr.Bellow.I’llcheckthearrivallist.…Sorrytohavekeptyouwaiti ng,sir.Yes,youhavereservedaBritishsuitefromtodaytothe29th.B:Yes,exactly.R:CouldIseeyourpassports,please?(Checkingthepassportsandgivingthemback) Thankyou,sir.Andwouldyoumindfillingintheregistrationform?B:I’lltakecareofit.(Fillingouttheform)Hereyouare.Isitallright?R:Yes,thanks.Howareyougoingtopay,incashorbycreditcard?B:CouldIpaywithtraveller’schecks?R:Certainly.Here’sthekeytoRoom908.Pleasekeepit. Andthebellmanwillshowyouup.(Abellmancomesover.)Haveaniceevening,sir.Andenjoyyourstay.B:Thankyou.2-3ReceivingaWalk-inGuestScene:Agentlemanstepsin,tryingtofindaroomforthenight.Receptionist(R):Goodafternoon,sir.MayIhelpyou?Client(C):Yes,please.I'vejustarrivedfromHongKong. Couldyouletmehavearoomforthisevening?R:Haveyoumadeareservation,sir?C:I’mafraidnot.R:Howmanypeopledoyouhave,please?C:Justone.I’malone.R:Justamoment,please.Ihavetocheckifthere’saroomavailable.…Oh,sorry, Sir.Alltheroomsarebookedup.ButIthinkwe’llbeabletoarrangeforaroomaftersix o’clockthisevening.Ifyouneedaroomrightnow,wouldyoulikemetogetintouchwith somewhereelseforyou?C:No,thanks.IshouldsayIprefertostayhere.Afriendofminehighly recommendedyourhoteltome.I’lljustwaitheretillsix.R:Youarewelcome,sir.Perhapsyoumightfeelmorecomfortabletorestinour lobbyafteratiringjourney.Andifyouneedanyhelp,doletusknow.C:Thankyou.Noproblem.WordListDoorman.门卫人员Tagn.标签registrationn.登记、注册trunkn.行李箱（汽车）baggagen.行李cashn.现金、现款receptionistn.接待员bellmann.应接员preferv.喜欢recommendv.推荐、介绍、建议tiringa.使疲劳的creditn.信用贷款availablea.可得到的highlyad.高度的lobbyn.(剧院、旅馆等的）门廊、门厅UsefulExpressionstopullup（使）停下tohaveacheck检查、复核tofillin(out)填写、填好totakecareof留心toshowsb.Up领某人上楼tobebookedup预订完了togetintouchwith与……取得联系torecommend…to向……推荐……UNIT3TheBellman3-1CarryingBaggageScene:Thebellman(Bm)doesservicefortheBellows.Bm:Goodevening,madamandsir.I’mthebellman.MrBellow(B)&.MrsBellow(M),Good evening.Bm:Verygladtohaveyouhere.I’llgetthebaggageuptoyourroom.B&m:Thankyou.Bm:Letmecarryyourbaggage.Aretheseallyours?M:Fourpieces,Henry?B:Yes.(Laughs)Bm:Allowme,madam.(Mr.Bellowtriescarryoneofthesuitcasesuptothebaggagecart.)Bm:Oh,leaveittome,I’lldothatforyou.B:Thanks.Bm:It’smypleasure.Thisway,please.(Theyaregoingtotheelevatorentrance.)Hereweare.Pleasetakethiselevatortotheninthfloor.Thefloorattendantwillmeetyouatyou relevatorentrancethereandshowyoutoRoom908.I’lltakethebaggageelevatorandgetyour suitcasesuptotheroom.B:Verygood.Seeyouthen.Bm:Seeyou.3-2IntroducingHotelServicesScene:TheBellman(Bm)escortsalady(L)tohersuitealongthecorridor.Bm:Thisway,please.Room308isattheendofthelongcorridor.L:Oh,marvellous!Thecorridorlookslovely,soquietandwelldecorated!Beautifulindeed! Bm:I’mgladthatyoulikeit.AndI’msureyou’lllikeyourroom.too.Allourroomsarespaciou sandairy.L:Good.Bytheway,couldyoutellmeaboutyourhotelservices?Bm:Certainly,madam.Ourhotelisafirst-ratehotelandchosenasthefavouriteplacetostayin byVIPs,officialguestsandbusinessmenfrommanycountries.Thereareover300rooms ofinternationalstandard,includingsinglerooms,doubleroomsandsuites.Therearefour spaciousChineserestaurantsdeluxeWestern-stylerestaurant,largeandsmallbanquethalls bar,a24-hourcafeandanindoorpatiowithdrinks.L:Howaboutotherservices?Bm:Alsoavailableareabeautysalon,abarbershop,asouvenirshop…L:Haveyougotanindoorswimmingpoolhere?Bm:Yes,it’sonthefirstfloor.Andwe’vegotabilliardroomandbowlingroomasWell.Theyrea dytoservetheguestsattheirconvenience.L:I’dliketohaveabrochureofyourhotel.WherecouldIgetone?Bm:YoucantakeonefromReceptionDesk.Ifyoudon’tmind,I’llcomeupagainandbringyouone. L:Oh,good.That’sverykindofyou.Bm:Notatall.I’malwaysatyourservice.MakeuproomStaff:Goodafternoon,MrsAnderson.CanIcleanyourroomnow?Guest:Couldyoupleasecomebackagain.I’mtiedupatthemoment.I’vesomevisitorsStaff:Allright,noproblem.Whendoyouneedmetocomeback?Guest:Howabout6:00.isthatallright?Staff:Sorry,I’llbeoffthen.I’llfinishworkingat5:30.,butdon’tworry.Oneofmy colleagueswillcome.Guest:OKStaff:Bytheway,doyouneedanadapter?Guest:Yes,IdidaskforoneStaff:Hereyouare.I’vegotitforyouGuest:ThankyouStaff:Notatall.客人打DNDGuest:Goodafternoon.SmithspeakingAttendant:Goodafternoonsir.ThisisNicolespeakingfromtheHousekeepingDepartment. I’mterriblysorrytodisturbyou,butwhencanwecleanyourroom?Guest:Whydoyouask?Isthereaproblem?Attendant:Well,yourDNDsignisstillonyourdoor.Guest:Isit?I’msorry.Iforgottotakeitofthedoorknob.Youcancomewheneveryouwant.Attendant:Oh.Thankyouverymuch.开夜床服务：Attendant:Goodevening,mayIcomeinforturndownservice?Guest:Yes,comeinplease.Attendant:IsthereanythingelseIcandoforyou?Guest:Yes,Iwouldlikeafewmoretowels.Attendant:Sure.Justamoment.Iwillgoandgetthematonce.Hereyouare,sir.Guest:Thankyouverymuch.Attendant:You’rewelcome.Guest:Goodnight.Attendant:Goodnight.收取客衣：Attendant:undryservice.MayIhelpyou?Guest:Goodafternoon.ThisisMr.Morrisspeaking.Ijustchecked-inandI’llhaveameetinginafewhours,butmysuiteisfolded.CanIhaveitpressed? Attendant:Thatisnoproblem,sir.Youneeditwithinafewhours?Guest:Well,I’dratherhaveitwithinanhour.Attendant:OK,butthereisasurchargefroexpressservice.Guest:Iknow,butthatisfinewithme.IneedittobepressedAttendant:Allright.Iwillsendsomeonetopickitupinafewminutes.Guest:Iwon’tbeinmyroomthenbecauseIhavetoleaverightaway.I’llputmysuiteonthedoorAttendant:Whatisyourroomnumber,sir?Guest:Myroomnumberis318送回客衣：Attendant:undryoffice.MayIhelpyou?Guest:Goodevening.ThisisMs.Taylorinroom548.TodayIhadmylaundrydone,butIthinkithasnotbeenreturned.Attendant:Thatisstrange,becausewe’vealreadyreturnedallthelaundry. Whickitemsdidyouhaveaslaundry?Guest:Well,infactitwasnotlaundry.Ihadtwoslacksandajacketfordrycleaning. Attendant:Aha.Didyoucheckyourwardrobe.Becausenormallywehangitbackthere.Guest:No.Ididnot.Onemoment,I’llcheckit.Theyareback.Sorryforbotheringyou. Attendant:Noproblematall,MsTaylor.Goodnight.寻找客衣：Guest:Hello,Madam.They’vejustreturnedmylaundrybutI’mmissingapairofsocks. Attendant:Oh,I’msorry.Canyoutellmewhatcolouryoursocksare?ThenI’llseeifIcanfindt hem.Guest:MysocksarebluewithgreenAttendant:Bluewithgreen.Onemomentplease.Hello,sir.Ifoundtwopairsofbluewithgreensocks.Bothwithadifferentroomnumber. Guest:Well,myroomnumberis465.Attendant:465.Well,thenIhaveyoursocksheretoo.I’llsendthemtoyourroomassoonaspossi ble.Guest:Thankyouverymuch.Attendant:You’rewelcome,anddoryagain.3-3Ticket-bookingServiceScene:AttheBellCaptain’sDisk(BC),theBellowstrytomakeaflightreservation.BC:Goodmorning.MayIhelpyou?Mr.Bellow(B):Yes,I’dliketoflytoGuilinonSaturday.Couldyoubookticketsforme?BC:Youhavetobooktheticketsfivedaysinadvance.Nowit’sthebusyseasonfortravelling,youknow. Sorrytosayalltheticketsarebookedup.B:Notickets!Whatluck!ButI…BC:Iwonderifyou’dconsidergoingtherebytraininstead.Youcanhavetrainticketsandthey ’remuchcheaper.actually.B:Well,itseemswe’llhavetotakethetrain.BC:Whattimewouldyouliketoleave?B:Atnoon,ifpossible.BC:Howmanyticketsdoyouneed?B:Twosoftberths,please.BC:(Lookingatthetimetable)Will2:15beallright?B:Yes,that’llbefine.BC:Justamoment,whileIcallthestation.…(Afterthecall)I’msorry,therearen’tanymoreseatsleftonthe2:15train,butthereisatrainleavingon Saturdaymorning.That’sNo.79specialexpress.Itwillleaveat7a.m..Whatdoyouthink ofit,sir?B:Well,IsupposeI’llhavetotakethatone.MynameisHenryBellow.Andhere’sthemoney forbooking.BC:IwishyouawonderfultriptoGuilin.B:Thankyou.TheysayGuilinleadstheworldinbeautifulscenery.Totellthetruth,mywife hasbeendyingtogothere.Mrs.Bellow(M):(Appearing)andsohaveyou.WordlistSuitcasen.衣箱Cartn.小推车Entrancen.入口处Attendantn.侍者、服务员Corridorn.走廊、通路Decoratev.装饰Airya.通风的Favouritea.特别喜爱的Standardn.标准、规格Supposev.假定、猜想Elevatorn.电梯Dutyn.责任Servicen.服务Choosev.挑选、选择Spaciousa.广阔的、宽敞的Souvenirn.纪念品Officiala.官方的、公务上的Restaurantn.饭店、餐馆Banquetn.宴会、盛宴Pation.院子（连屋）室外就餐处Brochuren.小册子Considerv.考虑Timetablen.时刻表Indoora.室内的Salonn.沙龙、美容室Conveniencen.便利、方便Insteadad.代替Tripn.旅程UsefulExpressionsTodoservicefor Toleave…to…Toescort…to…AttheendofAtone’sconvenience AswellInadvance Ifpossible Tothinkof Totellthetruth Tobedyingtodosth 为……服务，效劳把……留给……陪同……去……在……的尽头在……方便时也预先如果可能的话想到说实话，老实说迫不及待（干某事）UNIT4AttheInformationDesk4-1MailServiceScene:Mr.Bellow(B)isgoingtotheInformationDeskwithaletterinhishand. Receptionist(R):Goodaftrenoon,sir.B:Goodafternoon.Couldyoupleasemailaletterforme?R:Yes.Haveyoustuckonthestampsyet?B:No.Ineedtobuysome.R:(Lookingattheletter)IsittoSanFrancisco?B:Yes.AndI’dliketosenditbyordinaryairmail.R:(Weighingtheletteronthescales)Twoyuanandsixtyfen…B:Overweight?R:Yes.R:Two-yuanandsixtyfen.B:Thankyou.Hereitis.(Givingthemoney)R:Hereareyourstamps.Pleasestickthemontogetherwiththeairmailstickeronthefrontofthe envelope.B:Allright.Onemorething,IwanttosendatelexandafaxtoNewYork.Canyouarrangeitforme? R:Oh,yes,sir,Wehavetelexandfaxserviceinourhotel. Wouldyoupleasegotothebusinesscenter?Youcansendyourtelexandfaxthere.B:Well,I’llbegoingthere.Thankyouforyourinformation.R:Youarewelcome.4-2IntroducingSomeScenicSpotsScene:TheBellowsplantogoaroundtown.TheReceptionist(R)givesthemsomesuggestions. R:Goodmorning!Mr.Bellow(B):Goodmorning!Todaywecanaffordawholedayforsightseeing.Couldyoutellus someplacesofhistoricalinterestinShanghai?R:HaveyoueverbeenisShanghaibefore?B:No,thisisourfirsttriphere.R:I’mverypleasedtosuggestthatyougotovisittheYuYuanGardenandtheJadeBuddhaTemple, themainattractionsinShanghai.Theyareoftenvisitedbyforeignguests.Mrs.Bellow(M):Andwhyarethoseplacessopopular?R:BecausetheyareoftypicalChinesenationalstyle.TheYuYuanGardenisnotonlythepearlof Shanghai,butalsocalledthe“No.1VistainEastChina”.Youcanseebeautifulpavilions,ter races,rockeries,ponds,aswellasbuildingsdecoratedwithfinebrickdesignsandwoodcarvings. B:Good,I’lltakesomepictures.Then,howaboutthetemple?R:TheJadeBuddhaTempleisoneofthemostfamoustemplesinChina.Therearetwowhitejade statuesofSakyamunibroughtfromBurmamorethanahundredyearsago.M:Oh,great!We’llhaveagoodchancetofeastoureyes.R:What’smore,theconstructionoftheGrandHallismagnificent.B:IthinkI’llenjoythearchitectureofthetemple,too.M:Bothplacessoundworthvisiting.Henry,let’sgo.4-3ShowingthewayScene:TheBellowsareaskingthewayattheReceptionDesk.Receptionist(R):Goodmorning,sir.Mr.Bellow(B):Goodmorning.Excuseme,butcouldyoutellmehowtogototheFriendshipStore?Ican’tfindtheexactspotonthemap.R:Yes,ofcourse.OurhotelislocatedonMingYuanRoadinthewesterndistrictofShanghai.Butt heFriendshipStoreiswithineasyreach.YoucantakeNo.27TrolleyBusandgetoffatSichuan Road.Goaheadalongtheroadandturnleftatthefirstcrossing.Thengostraightonuntilyoufin dthesecondcrossing.Atthecornerofthestreet,you’llfindahigh-rise.That’stheshop.Mrs.B ellow(M):Henry,itseemstoocomplicated.We’llgetlost,I’mafraid.Shallwetryanothersh op?B:Whatareyouworryingabout?IwanttobuyaChinese-styledressforyouforyourbirthday.They sayforeignersareofferedthebestservicethere,attheFriendshipStore.M:Then,whynottakeataxi,mydear.B:Allright,let’sgo.(TotheReceptionist)Couldyouorderataxicabforus?R:Yes,I’dbegladto.(Callsataxibyphone) Thecarisexpectedtocomewithinfiveminutes,sir.Bytheway,theFriendshipStoreisneartheHuangpuRiverandifyoucouldaffordtime,dowalk alongtheBundandseethebeautifulsceneryandtheharbor.It’salivewithactivity.B:Thatsoundslikeaverygoodidea.R:Andthere’stheOldMen’sJazzBandatthePeaceHotelCafe.It’swell-knownevenabroadand muchappreciatedbyforeignguests.Ifyouareinterestedinthat,youmightgothereandhaveacu pofcoffee.M:Wonderful!Thankyouforyournicesuggestions.R:It’smypleasure.WordListOrdinarya.普通的Stickern.粘纸Telexn.电传Faxn.传真电报Sightseeingn.观光Typicala.典型的Pavilionn.亭子、楼阁Rockeryn.石头假山Buddhista.Architecturen.建筑式样，风格Burman.缅甸（国名）Envelopen.信封Spotn.点、地点、场所Districtn.地区Trolley-busn.无轨电车Sceneryn.风景、景色Decoratev.装饰Carvingn.雕刻、雕刻品Buddhan.佛Magnificenta.宏伟的Sakyamunin.释迦牟尼Pearln.珍珠Terracen.平台、阳台Pondn.池塘Brickn.砖头Statuen.雕像、塑像Bandn.乐团Appreciatev.欣赏Affordv.抽得出（时间）Exacta.确切的Locatev.座落于、位于High-risen.多层高楼Complicateda.复杂的Jazzn.爵士音乐Massa.群众性的Scenica.风景的UsefulExpressionstostick…on把……粘贴在……上placesofhistoricalinterest名胜古迹onemorething还有一件事withineasyreach很近tobelocated(on)座落于、位于atthecornerof在……拐角处togetlost迷路tobedecoratedwith由……装饰totakepictures照相what’smore还有UNIT5TheCashier5-1ForeignCurrencyExchangeScene:Mr.Bellow(B)ismakinghiswaytotheforeignexchangecounter.Hewantstochangesome US.dollarsforFEC.Cashier(C):Goodafternoon,sir.CanIhelpyou?B:I’dliketochangesomeUSdollarsandI’dliketoknowtoday’sexchangerate.C:Accordingtotoday’sexchangerate,everyUSdollarincashisequivalentto5.32yuan,FEC.Howmuchwouldyouliketochange,sir?B:Well,I’llchangeonehundredandhere’sthemoney.C:Wouldyoupleasefillinthisform?B:Allright.C:Pleasewriteyourname,passportnumberandroomnumberontheslip.B:Hereyouare.C:Thankyou.You’llhaveitrightaway.Willyousignyournamehereonthismemo? B:OK,Willyoupleasegivemesomeone-yuannotes?Ineedsomesmallchange.C:Allright.(Changingthemoney)Mr.Bellow,hereitis.Pleasehaveacheckandkeeptheexchangememo.B:Oh,yes,thanks.Bytheway,canyoutellmewhatIshoulddowiththeFECleft? Withme?C:You’llhavetogototheBankofChinaortheairportexchangeofficetochange Itbacksintodollars.B:Isee.Thanks.C:Youarewelcome.5-2CheckingOutScene:Mr.Bellow(B)checksoutattheCashier’sDesk.Cashier(C):Goodmorning,sir.MayIhelpyou?B:IsthiswhereIcanpaymyhotelbills?C:Yes,pleasetellmeyourroomnumberandwhenyouarecheckingout.B:Myroomnumberis902andI’dliketocheckoutnow.C:Justamoment,please.(Checksfiles)AreyouMr.Bellow?B:Yes.C:Didyouhavebreakfastthismorning?B:Yes,butIpaidcashforit.C:Andhaveyouusedanyhotelservicessincebreakfast?B:Yes.Iusedthemini-bar.IdrankacanofCoca-Cola.C:Allright…(GivingMr.Bellowthebill)Hereyouaresir.Pleasecheckit.B:I’msorry.What’sthisfor?(Pointingtoafigure)C:That’sforthedrinksandphonecallsyoumadefromyourroom.B:Oh,Isee.Thankyou.CanIpaywithtraveller’schecks?C:Certainly,sir.(Mr.Bellowfillsoutchecksandgivesthemandhispassporttothecashier.) Hereareyourbillandreceipt,Mr.Bellow.Wehopeyouenjoyedyourstaywithushereand thatyou’llhaveapleasanttriphome.B:Thankyou.Andwe’llhaveatriptoGuilinbeforewegohome.5-3Mis-calculationScene:Mr.Bellow(B)goesbacktotheCashier’sDesk,thoughtfullyandhurriedly.Cashier(C):Goodmorning,sir.MayIhelpyou?B:JustnowIcheckedouthere.Butbackinmyroom,Ifoundthattheremightbesomethingwrong withthebill.C:Oh,yes?B:Icheckedinonthe26th andwillleavethismorning.That’sexactlythreedays,Ithink.ButIpa idforthreedaysandahalf.C:Well,letmesee.The26th,the27th,the28th…Ahyes,youcheckedoutinthemorning,soyouonly stayedhereforthreedays,nomore.Sorry,sir.Idoapologizeformymis-checking.B:That’sallright.C:Nowletmegiveyouanotherreceiptandpleasecheckit.Hereisthemoneyyouoverpaid.B:Thankyou.C:I’mawfullysorrytohavecausedyousomuchtrouble.I’lltrytobemorecarefulanothertime.WordListCashiern.出纳员Signn.符号、招牌、迹象；v.签名、示意Countv.数Billn.帐单Mini-barn.小冰箱Cann.听头、罐头Mis-checkv.计帐出错equivalenta.相等的、相当的memon.备忘录、（商）便笺、便函filen.汇订的文件、卷宗、档案receiptn.收到、收据、收条Coca-Colan.可口可乐（饮料）apologizev.道歉、谢罪overpayv.多付（钱款）UsefulExpressionstobeequivalentto rightaway tocheckout topointto toapologizefor justnow 相当于、等价于立刻结帐指抱歉、致歉刚才UNIT6SettlingGuests’Complaints6-1ChangingaRoomScene:Mr.Bellow(B)Wantstochangearoom.Hegoestotheassistantmanager(AM).AM:Goodmorning,sir.WhatcanIdoforyou?B:I’mBellow,I’minRoom908.Canyouchangetheroomforme?It’stoonoisy.Mywifewas wokenupseveraltimesbythenoisethebaggageelevatormade.Shesaiditwastoomuchfor her.AM:I’mawfullysorry,sir.Idoapologize.Room908isattheendofthecorridor.It’spossible thatthenoiseisheardearlyinthemorningwhenallisquiet.B:Anyhow,I’dliketochangeourroom.AM:Noproblem,sir.We’llmanageit,butwedon’thaveanyspareroomtoday.Couldyouwaittill tomorrow?TheAmericanPeople-to-peopleEducationDelegationwillbeleavingtomorrow morning.There’llbesomeroomsforyoutochoosefrom.B:Allright.Ihopewe’llbeabletoenjoyourstayinaquietsuitetomorroweveningandhavea soundsleep.AM:Besure.I’llmakeanoteofthat.Everythingwillbetakencareof.Andofthereisanything moreyouneed,pleaseletusknow.6-2AttheLostandFoundDeskScene:Mr.Bellow(B)complainstotheAssistantManager(AM)abouttheslownessinservice. B:Hello,mywatchwaslost.Youpromisedmetolookforitrightaway.Now,twohourshavepassed andIstillhaven’theardfromyou.What’sthematter?AW:Mr.Bellow,wearesorrytohavekeptyouwaiting,butyousaidthatthismorningyouhadchangedmoneyattheCurrencyExchangeDesk,boughtatouristmapatthenewspaperstand, hadyourhaircutatthebarber’sandhadyourlunchattherestaurant.Becauseyouhavebeen toseveralplaces,weneedmoretimetofindit.B:Well,Iwaswonderingwhetheryouwerestillworkingonit.AM:Yes,weare.Twoportersarestillbusycheckingaround.B:I’msurethewatchishere.Ihopeyou’lltrytofinditformeassoonaspossible.AM:Ofcourse.We’llletyouknowassoonaswefindit.Pleasedon’tbeworried.B:Allright.Thankyou.6-3ChargingMoreScene:AttheReceptionDesk,aguest(G)insistsonstayinglongerwithoutpayingmore. Employee(E):Goodmorning.MayIhelpyou?G:Myflightdoesn’tleavetill5:45p.m.andIdon’twanttowaitaroundattheairportallday.C ouldIstillrestintheroomthisafternoon?E:Excuseme,sir.Accordingtoourregulations,ahalfday’srentischargedagainstaroomthis afternoon,we’llhavetochargeyou50%ortheprice.G:(Angrily)What?Askformoneyagain?Ihavesettledaccounts.Iwon’tpaymoreforthetwoor threehours.Nomore!Doyouhear?E:We’dliketohelpyouaswecan.Youmayleaveyourbaggagehereuntil4:30.Justspeaktothe porterandhe’lltakecareofit…freeofcharge,ofcourse.G:Butdamnit!Iwon’tgiveyouonemorecent!F:Theporterwillkeepyourbaggagefreeofcharge,sir,andyou’rewelcome,torestinthelobby .G:No,Iinsistonhavingarestintheroom.E:Then,ifyou’llwaitamoment,please,sir?I’llaskourmanagertocomeandtakecareofyour request.WordListawfullyad.非常、很、十分anyhowad.不管怎样、无论如何promisen.&v.应诺、诺言、保证worrieda.烦恼的、焦虑的regulationn.规则、规章、法规accountn.帐目、帐insistv.坚持requestn.&v.请求、要求quieta.安静的vacatev.使空出、腾出、搬出UsefulExpressionstowakeup tomakeanoise tohaveasoundsleep tomakeanoteof topromisesb.todosth. tobebusydoingsth as…aspossible assoonastoaskfor tosettleaccounts freeofcharge toinsiston叫醒发出噪声睡得好、醋睡做笔记应诺（某人）做某事忙于……尽可能的……一……就……请求结帐免费坚持PARTⅡTHEHOUSEKEEPINGDEPARTMENT’INTRODUCTIONTheManager’sRemarksThehousekeepingdepartmentisthebackboneofahotel.Inasense,itispossibletosaythatacle anandattractiveguestroomistheproductthatthehotelsells. Themaindutyofthehousekeepingdepartmentstaffistoseetothecleanlinessandgoodorderofa llroomsinthehotel.Thelaundryandvaletserviceandmanypersonalservicesarealsopartsoft heirjobs.Andtheymustcoordinatetheworkcloselywiththefrontoffice. Thisdepartmentasawholeisrequiredtomaketheguest’sstayscomfortableandpleasing.Anyr easonablerequestmustbefulfilled.Butgoodservicemeansmorethanfulfillingrequests.Whe neverandwhereverpossible,thestaffshouldoffertodoextrathingsfortheguests.Whatismor e,wheneverthereisanopportunityto“sell”,thestaffshouldtakeitandsuggestthatguests usethehotelservicesasmuchaspossible.Theyshouldmakesurethattheyarereallysellingwha ttheguestwantstobuy. Itshouldbenotedthatthemostimportantcharacteristicinthehousekeepingdepartment,andi ndeedthroughoutthehotelworld,isthewillingnesstoserveandpleasetheguests.Thehouseke epingstaff,suchaschambermaids,housemen,linenroomattendants,supervisorsandhousekee pers,candoagreatdealtoassureahighbusinessrepeatandoccupancyrate,notonlythroughthe efficiencyintheirjobsbutalsothroughtheirheartfeltwarmthinservingtheguests.WordListhousekeepingdepartment房务部backbonen.脊梁、脊柱、骨干attractivea.有吸引力的productn.产品、产量cleanlinessn.清洁laundryn.洗衣valetn.洗烫工personala.个人的、私人的coordinatev.协调comfortablea.舒适的pleasinga.使人愉快的businessrepeatrate回客率fulfilv.履行、完成opportunityn.机会characteristica.特有的；n.特性willingnessn.愿意chambern.房间maidn.侍女、少女chambermaid客房女服务员housemann.杂务工supervisorn.管理员、主管assurev.使确信、保障heart-felta.感人肺腑的UsefulExpressionsinasensetoseeto tocoordinate…with…在某种意义上注意、负责与……合作，与……协商asawhole Itshouldbenotedthat…asmuchaspossible tomakesure 作为整体而言应当注意尽量多弄清、使确定、使确信UNIT1GuidingtheGueststoTheirRooms1-1RecognizingtheGuestsScene:TheBellowsleavetheelevator.Thefloorattendant(FA)stepsforwardtowelcomethem. FA:(Smiling)Goodafternoon,sirandmadam.Didyouhaveanicetrip?Mr.Bellow(B):Yes,thanks.FA:Welcometotheninthfloor.I’mthefloorattendant.JustletmeknowifthereisanythingIca ndoforyou.B:WhereisRoom908,please?FA:Ah,Mr.andMrs.Bellow.Wouldyoucaretostepthisway,please?Itisalonghere.Mrs.Bellow(M):Oh,howdoyouknowourname?FA:Itwasonthearrivallistforroom908.Hereweare.MayIhaveyourkey,please?Letmeopenthe doorforyou.B:Hereitis.FA:(Knocksatthedoorfirst,opensit,andprecedestheguestsintotheroomandturnsontheligh t)Thisway,please.B:Thankyou.Whenwillourbaggagearrive?FA:Yoursuitcaseswillbehereshortly.Thebellmanishandlingthem.B:Verywell(Lookingaroundtheroom).FA:Howdoyoulikethisroom?M:Oh,itlookscomfortableandcozy.Welikeitverymuch.FA:(Drawingthecurtainsaside)TheroomisfacingsouthandcommandsagoodviewoftheHang-upRiver.M:Yes,howlovelyitis!FA:(HandingtheroomkeytoMr.Bellow)Hereisyourkey,Mr.Bellow.1-2AbouttheRoomFacilitiesScene:Thefloorattendant(FA)isshowingtheBellowstheamenitiesintheroom.FA:(Graciously)Mr.andMrs.Bellow,hereisthelightswitch,thetemperatureadjuster,thewa rdrobeandthemini-bar.Hereisdrinkingwater.Thereisthesocketfortheelectricshaver.Herei nShanghaiitis220volt.Mr.Bellow(B):Oh,it’smuchhigherthanthatintheStates. Myelectricshaverisoperatedby110V.FA:Don’tworry,sir.Wehavetransformersonloan.B:Good,mayIhaveone?FA:Certainly,Mr.Bellow.I’llbringyouone.Hereisourhotel’sServiceInformationBookle t.Itgivesyouanideaaboutourservicesandfacilities.B:Wonderful.Thankyou.FA:Thepanelonthenightstandcontrolsthedifferentdevicesintheroom.Thatdoorleadstothe bathroom,andthereisalaundrybagbehindthedoor.Thehotwatersupplyisfrom6a.m.to12 p.m.B:Thatsoundsgood.Ifeelliketakingabathtofreshenupafterthetrans-oceanflight.FA:I’llbringyouatransformerrightaway,Mr.Bellow.IsthereanythingelseIcandoforyoube foreIleavetheroom?Mrs.Bellow(M):Youhavemadeusfeelverywelcome.Willyoutellupourtelephonenumber?FA:Theextensionnumberisjustthesameasyourroomnumber.Ifyouneedanything,pleasedial8 orpressthebuttonoverthere.B:Thankyouverymuch.FA:Youarealwayswelcome.Ihopeyou’llenjoyyourstaywithus.1-3AbouttheHotelServicesScene:TheBellowsAEconsultingwiththefloorattendant(FA)aboutsomething.FA:(Knockingatthedoorandwaitingforareply.)MayIcomein?I’mtheattendant.Mr.Bellow(B):Comein,please.FA:Goodafternoon,Mr.andMrs.Bellow.Hereisthetransformeryouneed,Mr.Bellow.B:Thankyouverymuch.Bytheway,we’dliketohavebreakfastinourroom.Whenshouldweorder that?FA:Thisisyourdoorknobmenu.Justchecktheitemsyouwouldlikeforbreakfast,markdownthe timeandhangitoutsideyourdoorbeforeyougotobedtonight.Ourhotelhasverygoodroom service.。