酒店英语教材
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2021年01月19日 21:41
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上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
PART
Ⅰ
THE FRONT OFFICE
INTRODUCTION
The manager’s Remarks
The aim of a hotel is to create a home away from home for all the travelling guests who need rest,
food and drink.
The front office of a hotel is not only its “shop window” but also its “nerve center” .The front
office staff’s efficiency and personality are of great importance to guest’s vacation or business, and
indeed, the hotel’s operation itself are made or ruined.
The
front
office
staff
seem
to
“do
it
all”
-
receive
reservations,
register
guests,
assign
rooms,
distribute
baggage,
store
guests’
valuables,
provide
information,
deliver
mails
and
messages,
exchange foreign currencies, check room occupancies, check guests out and so on.
In
order
to
fulfil
these tasks,
the
staff
must
have
a
neat
and
smart
appearance,
good
manners,
adaptability, knowledge of languages and a head for figures. The most important of all the qualities is
a real liking for people and a warm desire to help them.
Besides, front desk staff should encourage a
nd settle the guests’ complaints. That will soothe an
unhappy guest and reveal the hotel’s problems so that the operation can be bettered.
In short, all staff ought to remember that the hotel will enjoy greater financial success only with
the greater s
atisfaction the guests receive from the “home away from home”.
Word
List
Remark n.
陈述、言语
Nerve n.
神经
efficiency n.
效率
personality n.
个性
1
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
Realization n.
实现
Operation n.
经营
Ruin
υ.
崩溃、毁灭
Reservation n.
预订
Register
υ.
登记、注册
Assign
υ.
分配、指定
Baggage n.
行李
Distribute
υ.
分发
Deliver
υ.
投递、递交
Occupancy n.
居住、占用
Currency n.
货币
No
t only … but also …
to seen to
a liking for
So that
To check SB. Out
in order to
ought to
in short
smart
α.
活泼的、精明的
appearance n.
外表
good manners
彬彬有礼
adaptability n.
适应性
figure n.
数字
settle
υ.
解决、安定
complaint n.
投诉、抱怨
soothe
υ.
安抚
reveal
υ.
显示
financial
α.
财政的、财经的
satisfaction n.
满意
Useful
Expressions
不仅
…
而且
…
似乎，好像
……
对
……
喜爱
…
以便
结某人的帐（以使之可离开旅馆）
为了
……
应当
……
简言之，总而言之
2
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
UNIT 1
Room
Reservations
1-1
A long Distance call Reservation
Scene:
Henry Bellow (B) and Margaret Bellow (M), an American couple, are going to spend
their Holidays in China. Now Mr. Bellow is making a reservation at Haitian Hotel in
Shanghai through a long distance call.
Reservations (R): Shanghai Haitian Hotel. Reservation Desk. Can I help you?
B: I’m calling from New York. I’d like to book a room in your hotel.
R: What kind of room would you like, sir? We have single rooms, double rooms, suites and
Deluxe suites in Japanese, British, Roman, French and presidential styles.
B: A British suite, please.
R: Would you like breakfast?
B: No, thanks.
R: Can you give me your name please, sir?
B: Bellow. B-E-L-L-O-W.
R: Thank you, Mr. Bellow. And your arrival and departure dates?
B: From May 26
th
to May 29
th
.
R: Very well, Mr. Bellow. British suite without breakfast from May 26
th
to May 29
th
.
Am I
Correct, Mr. Bellow?
B: Yes, thank you.
R: What time will you be arriving, Mr. Bellow?
B: Around 5:00 p.m.
R: All right. You’ll be expected to be here then.
3
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
B: That’s fine. Thank you, madam. Good
-bye.
R: Good-bye.
1-2
A Group Reservation
Scene:
The telephone rings. The Reservations (R) answers the phone.
R: Reservations. May I help you?
Client(C): Yes. The American People-to-people Education Delegation will be visiting Shanghai
At the end of this month. I’d like to book 10 double rooms with twin beds for five days.
R: For which dates?
C: For May 23
rd
, 24
th
, … and 27
th
.
R: One moment please, sir.
(
The reservations check the list.
)
Yes, we can confirm 10 rooms for five days.
C: Thank you. Is there a special rate for a group reservation?
R: Yes, there is a 10 per cent discount.
C: That’s fine.
R: By the way, how will they be getting to Shanghai? Will they be coming by air?
C: Yes.
R: Could you give me the flight number, please, in case the plane’s late?
C: Oh, sorry. I don’t know the flight number, but I’ll let you know by phone tomorrow.
R: Thank you, sir.
C: Oh, yes. According to the program, they’ll have a meeting on the 25
th
. Have you got a big?
Conference hall?
R: Yes, sir, we have a very nice multi-
function hall, but you’ll have to speak to the manager
About that. Please hold on a mome
nt and I’ll see if I can put you through.
4
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
1-3
A Local Call Reservation
Scene:
The Reservations (R) answers the phone as soon as it rings.
R: Reception. Can I help you?
Client (C): I’d like to book a single room with shower for Mr. George Smith. He plans
to arrive
On the 20
th
of this month.
R: How long will he be staying?
C: I don’t know, but it could be anything from seven to tend.
R: Then we can only confirm a room from the 20
th
to the 27
th
. I’m afraid we won’t be able to
Guarantee him a room after the 27
th
. We usually have high occupancies in the peak seasons.
C: What if there isn’t any room then?
R: Don’t worry, sir. We can either put him on a waiting list or find him a room in a nearby
Hotel.
C: Fine. How much do you charge for a single room with breakfast?
R: For one night, the hotel cost would be 200 yuan. How will he be paying, sir?
C: His company will cover all the expenses. We’ll send you a check right away.
R: Thank you, sir.
C: Thank you. Good-bye.
Word
List
Reservation n.
保留、预定
charge υ.
收费
Suite n.
套房
reservationist n.
预订处值班员
Roman α.
罗马的
deluxe n.
豪华
5
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
Presidential α.
总统的
list n.
表、目录、名单
Client n.
顾客
rate n.
价格等级
Confirm υ.
进一步确定、证实
flight n.
飞行、航班
Discount n.
折扣
conference n.
会议
Program n.
议程、节目
guarantee υ.
保证
Reception n.
接待，欢迎
check n.
支票
Expense n.
花费、经费、费用
Useful
Expressions
to make a reservation
预订
to check in
登记
by the way
顺便
in case
以防（万一）
，假使
according
根据、按照
either…or…
或者
…
或者
right away
马上、随即
UNIT
2
At the reception Desk
2-1
At the Entrance
Scene:
A car pulls up in front of Huatian Hotel and a doorman (Dm) goes forward
6
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
to meet the guests, opening the door of the car for them .
Dm: Good evening, sir and madam. Welcome to our hotel.
Mr Bellow (B): Thanks. Good evening.
Dm: (
Opening the trunk out the baggage and looking at the name on the baggage tags
)
I’m the doorman, Mr. Bellow. So you have got altogether four pieces
of baggage?
B:
Er… Maybe five, Margaret (M) ?
Dm: Five? Oh, sorry. Let me have a check again.
M:
Oh, no, Henry. Always poor memory! We’ve got only four.
B:
I see.
(
To the doorman
) Sorry, boy. You’re right. Four pieces.
Dm: Never mind, Mr. Bellow. The Reception Deck is straight ahead.
After you, please.
B:
Yes, thank you.
2-2
The Registration
Scene:
Mr. Bellow (B) checks in at the Reception Desk.
Receptionist (R):
Good evening. What can I do for you, sir?
B: I booked a twin- bed room with bath three weeks ago.
I’m Henry Bellow.
R: Just a moment, please, Mr. Bellow. I’ll check the arrival list. …Sorry to have kept you waiting, sir.
Yes, you have reserved a British suite from today to the 29
th
.
B: Yes, exactly.
R: Could I see your passports, please? (
Checking the passports and giving them back
)
Thank you, sir. And would you mind filling in the registration form?
B: I’ll take care of it.
(
Filling out the form
)
Here you are. Is it all right?
7
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
R: Yes, thanks. How are you going to pay, in cash or by credit card?
B: Could I pay with traveller’s checks?
R: Certainly. Here’s the key to Room 908. Please keep it.
And the bellman will show you up.
(
A bellman comes over
.)
Have a nice evening, sir. And enjoy your stay.
B: Thank you.
2-3
Receiving a Walk-in Guest
Scene:
A gentleman steps in, trying to find a room for the night.
Receptionist(R): Good afternoon, sir. May I help you?
Client(C): Yes, please. I've just arrived from Hong Kong.
Could you let me have a room for this evening?
R: Have you made a reservation, sir?
C: I’m afraid not.
R: How many people do you have, please?
C: Just one. I’m alone.
R: Just a moment, please. I have to check if there’s a room available. … Oh, sorry,
the rooms are booked up. But I think we’ll be abl
e to arrange for a room after six
o’clock this evening. If you need a room right now, would you like me to get in touch with
somewhere else for you?
C: No, thanks. I should say I prefer to stay here. A friend of mine highly
recommended your hotel
to me. I’ll just wait here till six.
R: You are welcome, sir. Perhaps you might feel more comfortable to rest in our
lobby after a tiring journey. And if you need any help, do let us know.
C: Thank you. No problem.
8
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
Word
List
Doorman.
门卫人员
trunk n.
行李箱（汽车）
Tag n.
标签
baggage n.
行李
registration
n.
登记、注册
cash n.
现金、现款
receptionist n.
接待员
credit n.
信用贷款
bellman n.
应接员
available a.
可得到的
prefer v.
喜欢
highly ad.
高度的
recommend v.
推荐、介绍、建议
lobby n.(
剧院、旅馆等的）门廊、门厅
tiring a.
使疲劳的
Useful
Expressions
to pull up
（使）停下
to have a check
检查、复核
to fill in (out)
填写、填好
to take care of
留心
to show sb. Up
领某人上楼
to be booked up
预订完了
to get in touch with
与
……
取得联系
to recom
mend … to
向
……
推荐
……
UNIT
3
9
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
The
Bellman
3-1 Carrying Baggage
Scene:
The bellman (Bm) does service for the Bellows.
Bm : Good evening ,madam and sir.I’m the Bellow(B)&.Mrs Bellow(M),Good
evening.
Bm: Very glad to have you he
re. I’ll get the baggage up to your room.
B&m: Thank you.
Bm: Let me carry your baggage. Are these all yours?
M: Four pieces, Henry?
B: Yes.(Laughs)
Bm: Allow me, madam.
(Mr. Bellow tries carry one of the suitcases up to the baggage cart.)
Bm: Oh, leave
it to me, I’ll do that for you.
B: Thanks.
Bm: It’s my pleasure. This way, please.
(They are going to the elevator entrance.)
Here we are. Please take this elevator to the ninth floor. The floor attendant will meet you at your
elevator entrance
there and show you to Room 908.I’ll take the baggage elevator and get your
suitcases up to the room.
B: Very good. See you then.
Bm: See you.
3-2
Introducing Hotel Services
Scene:
The Bellman (Bm) escorts a lady (L) to her suite along the corridor.
Bm: This way, please. Room 308 is at the end of the long corridor.
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上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
L: Oh, marvellous! The corridor looks lovely, so quiet and well decorated! Beautiful indeed!
Bm: I’m glad that you like it. And I’m sure you’ll like your our rooms are spacious
and
airy.
L: the way, could you tell me about your hotel services?
Bm: Certainly, madam. Our hotel is a first-rate hotel and chosen as the favourite place to stay in
by VIPs, official guests and businessmen from many countries. There are over 300 rooms
of international standard, including single rooms, double rooms and suites. There are four
spacious Chinese restaurants deluxe Western-style restaurant, large and small banquet halls
bar, a 24-hour cafe and an indoor patio with drinks.
L:
How about other services?
Bm: Also available are a beauty salon, a barbershop, a souvenir shop…
L:
Have you got an indoor swimming pool here?
Bm: Yes, it’s on the first floor. And we’ve got a billiard room and bowling room as Well. They read
y
to serve the guests at their convenience.
L:
I’d like to have a brochure of your hotel. Where could I get one?
Bm: You can take one from Reception you don’t mind, I’ll come up again and bring you one.
L:
Oh, good. That’s very kind of you.
Bm: Not at all. I’m always at your service.
3-3
Ticket- booking Service
Scene:
At the Bell Captain’
s Disk (BC), the Bellows try to make a flight reservation.
BC: Good morning. May I help you?
Mr. Bellow (B): Yes, I’d like to fly to Guilin on
ld you book tickets for me?
BC: You have to book the tickets five days in advance.
Now it’s the busy season for travelling, you know.
Sorry to say all the tickets are booked up.
11
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
B:
No tickets! What luck! But I …
BC: I wonder if you’d consider going there by train instead. You can have train tickets and they’re
much cheaper. actually.
B:
Well, it seems we’ll have to take the train.
BC: What time would you like to leave?
B:
At noon, if possible.
BC: How many tickets do you need?
B:
Two soft berths, please.
BC: (
Looking at the timetable
)
Will 2:15 be all right?
B:
Yes, that’ll be fine.
BC: Just a moment, while I call the station.
…(
After the call
)
I’m sorry, there aren’t any more seats left on the 2:15 train, but there is a train l
eaving on
Saturday morning. That’s No.79 special express. It will leave at 7 a.m.. What do you think
of it, sir?
B:
Well, I suppose I’ll have to take that one. My name is Henry Bellow.
And here’s the money
for booking.
BC: I wish you a wonderful trip to Guilin.
B:
Thank you. They say Guilin leads the world in beautiful scenery. To tell the truth, my wife
has been dying to go there.
Mrs. Bellow (M): (
Appearing
) and so have you.
Word
list
12
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
Suitcase n.
衣箱
Cart n.
小推车
Entrance n.
入口处
Attendant n.
侍者、服务员
Corridor n.
走廊、通路
Decorate v.
装饰
Airy a.
通风的
Favourite a.
特别喜爱的
Standard n.
标准、规格
Banquet n.
宴会、盛宴
Patio n.
院子（连屋）室外就餐处
Brochure n.
小册子
Consider v.
考虑
Timetable n.
时刻表
To do service for
To leave … to …
To escort … to …
At the end of
At one’s convenienc
e
As well
In advance
If possible
To think of
To tell the truth
To be dying to do sth
Suppose v.
假定、猜想
Elevator n.
电梯
Duty n.
责任
Service n.
服务
Choose v.
挑选、选择
Spacious a.
广阔的、宽敞的
Souvenir n.
纪念品
Official a.
官方的、公务上的
Restaurant n.
饭店、餐馆
Indoor a.
室内的
Salon n.
沙龙、美容室
Convenience n.
便利、方便
Instead ad.
代替
Trip n.
旅程
Useful Expressions
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）
13
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
UNIT 4
At the Information Desk
4-1
Mail Service
Scene:
Mr. Bellow (B) is going to the Information Desk with a letter in his hand.
Receptionist(R): Good aftrenoon, sir.
B: Good afternoon. Could you please mail a letter for me?
R: Yes. Have you stuck on the stamps yet?
B: No. I need to buy some.
R:
(Looking at the letter)
Is it to San Francisco?
B:
Yes. And I’d like to send it by ordinary air mail.
R: (
Weighing the letter on the scales)
Two yuan and sixty fen…
B: Overweight?
R: Yes.
R: Two-yuan and sixty fen.
B: Thank you. Here it is.
(Giving the money)
R: Here are your stamps. Please stick them on together with the air mail sticker on the front of the
envelope.
B: All right. One more thing, I want to send a telex and a fax to New you arrange it for me?
R: Oh, yes, sir, We have telex and fax service in our hotel.
Would you please go to the business center? You can send your telex and fax there.
14
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
B: Well, I’ll be going there. Thank you for your information.
R: You are welcome.
4-2
Introducing Some Scenic Spots
Scene:
The Bellows plan to go around town. The Receptionist(R) gives them some suggestions.
R: Good morning!
Mr. Bellow (B): Good morning! Today we can afford a whole day for sightseeing. Could you tell us
some places of historical interest in Shanghai?
R: Have you ever been is Shanghai before?
B: No, this is our first trip here.
R: I’m very pleased to suggest that you go to visit the Yu Yuan Garden and the Jade Buddha Temple,
the main attractions in Shanghai. They are often visited by foreign guests.
Mrs. Bellow (M): And why are those places so popular?
R: Because they are of typical Chinese national style. The Yu Yuan Garden is not only the pearl of
Shanghai, but also called the “No.1 Vista in East China”. You can see beautiful pavilions, terraces,
rockeries, ponds, as well as buildings decorated with fine brick designs and wood carvings.
B: Good, I’ll take some p
ictures. Then, how about the temple?
R: The Jade Buddha Temple is one of the most famous temples in China. There are two white jade
statues of Sakyamuni brought from Burma more than a hundred years ago.
M: Oh, great! We’ll have a good chance to feast our eyes.
R: What’s more, the construction of the Grand Hall is magnificent.
B: I think I’ll enjoy the architecture of the temple, too.
M: Both places sound worth visiting. Henry, let’s go.
4-3
Showing the way
Scene:
The Bellows are asking the way at the Reception Desk.
15
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
Receptionist(R): Good morning, sir.
Mr. Bellow (B): Good morning. Excuse me, but could you tell me how to go to the
Friendship Store? I can’t find the exact spot on the map.
R: Yes, of course. Our hotel is located on Ming Y
uan Road in the western district of Shanghai. But the
Friendship Store is within easy reach. You can take No.27 Trolley Bus and get off at Sichuan
Road. Go ahead along the road and turn left at the first crossing. Then go straight on until you find
the
second
crossing.
At
the
corner
of
the
street,
you’ll
find
a
high
-
rise.
That’s
the
.
Bellow (M): Henry, it seems too complicated. We’ll get lost, I’m afraid. Shall we try another shop?
B: What are you worrying about? I want to buy a Chinese-style dress for you for your birthday. They
say foreigners are offered the best service there, at the Friendship Store.
M: Then, why not take a taxi, my dear.
B: All right,
let’s
go.
(To the Receptionist)
Could you order a taxi cab for us?
R: Yes, I’d be glad to.
(Calls a taxi by phone)
The car is expected to come within five minutes, sir.
By the way, the Friendship Store is near the Huangpu River and if you could afford time, do walk
along the Bund an
d see the beautiful scenery and the harbor. It’s alive with activity.
B: That sounds like a very good idea.
R: And there’s the Old Men’s Jazz Band at the Peace Hotel Cafe.
It’s well
-known even abroad and
much appreciated by foreign guests. If you are interested in that, you might go there and have a cup
of coffee.
M: Wonderful! Thank you for your nice suggestions.
R: It’s my pleasure.
Word
List
16
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
Ordinary a.
普通的
Sticker n.
粘纸
Telex n.
电传
Fax n.
传真电报
Sightseeing n.
观光
Typical a.
典型的
Pavilion n.
亭子、楼阁
Rockery n.
石头假山
Decorate v.
装饰
Carving n.
雕刻、雕刻品
Buddha n.
佛
Magnificent a.
宏伟的
Sakyamuni n.
释迦牟尼
Pearl n.
珍珠
Terrace n.
平台、阳台
Pond n.
池塘
Brick n.
砖头
Statue n.
雕像、塑像
Useful
to stick … on
把
……
粘贴在
……
上
places of historical interest
名胜古迹
one more thing
还有一件事
within easy reach
很近
to be located(on)
座落于、位于
at the corner of
在
……
拐角处
to get lost
迷路
Buddhist a.
Architecture n.
建筑式样，风格
Burma n.
缅甸（国名）
Envelope n.
信封
Spot n.
点、地点、场所
District n.
地区
Trolley-bus n.
无轨电车
Scenery n.
风景、景色
Band n.
乐团
Appreciate v.
欣赏
Afford v.
抽得出（时间）
Exact a.
确切的
Locate v.
座落于、位于
High-rise n.
多层高楼
Complicated a.
复杂的
Jazz n.
爵士音乐
Mass a.
群众性的
Scenic a.
风景的
Expressions
17
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
to be decorated with
由
……
装饰
to take pictures
照相
what’s more
还有
UNIT 5
The
Cashier
5-1
Foreign Currency Exchange
Scene:
Mr. Bellow (B) is making his way to the foreign exchange counter. He wants to change some
US. dollars for FEC.
Cashier(C): Good afternoon, sir. Can I help you?
B: I’d like to change some US dollars and I’d like to know today’s exchang
e rate.
C: According to today’s exchange rate, every US dollar in cash is equivalent to 5.32
yuan
, FEC. How
much would you like to change, sir?
B: Well, I’ll change one hundred and here’s the money.
C: Would you please fill in this form?
B: All right.
C: Please write your name, passport number and room number on the slip.
B: Here you are.
C: Thank you. You’ll have it right away. Will you sign your name here on this memo?
B: OK, Will you please give me some one-yuan notes? I need some small change.
C: All right.
(Changing the money)
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上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
Mr. Bellow, here it is. Please have a check and keep the exchange memo.
B: Oh, yes, thanks. By the way, can you tell me what I should do with the FEC left?
With me?
C: You’ll have to go to the Bank of China or the ai
rport exchange office to change
It backs into dollars.
B: I see. Thanks.
C: You are welcome.
5-2
Checking Out
Scene:
Mr. Bellow (B) checks out at the Cashier’
s Desk.
Cashier(C): Good morning, sir. May I help you?
B: Is this where I can pay my hotel bills?
C: Yes, please tell me your room number and when you are checking out.
B: My room number is 902 and I’d like to check out now.
C: Just a moment, please. (
Checks files)
Are you Mr. Bellow?
B: Yes.
C: Did you have breakfast this morning?
B: Yes, but I paid cash for it.
C:And have you used any hotel services since breakfast?
B: Yes. I used the mini-bar. I drank a can of Coca- Cola.
C: All right…
(Giving Mr. Bellow the bill)
Here you are sir. Please check it.
B: I’m sorry . What’s this for?
(Pointing to a figure)
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上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
C: That’s for the drinks and phone calls you made from your room.
B: Oh, I see. Thank you. Can I pay with traveller’s checks?
C: Certainly, sir.
(Mr. Bellow fills out checks and gives them and his passport to the cashier.)
Here are your bill and receipt, Mr. Bellow. We hope you enjoyed your stay with us here and
that you’ll have a pleasant trip home.
B: Thank you. And we’ll have a trip to Guilin before we go home.
5-3
Mis-calculation
Scene:
Mr. Bellow (B) goes back to the Cashier’
s
Desk, thoughtfully and hurriedly.
Cashier(C): Good morning, sir. May I help you?
B: 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?
B: I checked in on the 26
th
and will leave thi
s morning. That’s exactly three days, I think. But I
paid
for three days and a half.
C: Well, let me see. The 26
th
,the 27
th
,the 28
th
…Ah yes, you checked out in the morning, so you only
stayed here for three days, no more. Sorry, sir. I do apologize for my mis-checking.
B: That’s all right.
C: Now let me give you another receipt and please check it. Here is the money you overpaid.
B: Thank you.
C: I’m awfully sorry to have caused you so much trouble.
I’ll try to be more careful another time.
Word
List
20
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
Cashier
n.
出纳员
Sign n.
符号、招牌、迹象；
v.
签名、示意
Count v.
数
Bill
n.
帐单
Mini-bar
n.
小冰箱
Can
n.
听头、罐头
Mis-check
v.
计帐出错
equivalent
a.
相等的、相当的
memo
n.
备忘录、
（商）便笺、便函
file
n.
汇订的文件、卷宗、档案
receipt
n.
收到、收据、收条
Coca-Cola
n.
可口可乐（饮料）
apologize
v.
道歉、谢罪
overpay
v.
多付（钱款）
Useful
Expressions
to be equivalent to
right away
to check out
to point to
to apologize for
just now
相当于、等价于
立刻
结帐
指
抱歉、致歉
刚才
UNIT
6
Settling
Guests’
Complaints
6-1
Changing a Room
Scene:
Mr. Bellow (B) Wants to change a room. He goes to the assistant manager (AM).
AM: Good morning, sir. What can I do for you?
B:
I’m Bellow, I’m in 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
21
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
her.
AM: I’m awfully sorry, sir. I do apologize. Room 908 is at the end of the corridor. It’s possible that
the noise is heard early in the morning when all is quiet.
B:
Anyhow, I’d like to change our room.
AM: No problem, sir. We’ll manage it, but
we don’t have any spare room today. Could you wait till
tomorrow? The American People-to-people Education Delegation will be leaving tomorrow
morning. There’ll be some rooms for you to choose from.
B:
All right. I hope we’ll be able to enjoy our stay i
n a quiet suite tomorrow evening and have a
sound sleep.
AM: Be sure. I’ll make a note of that. Every thing will be taken care of. And of there is anything
more you need, please let us know.
6-2
At the Lost and Found Desk
Scene:
Mr. Bellow (B) complains to the Assistant Manager (AM) about the slowness in service.
B: Hello, my watch was lost. You promised me to look for it right away. Now, two hours have passed
and I still haven’t heard from you. What’s the matter?
AW: Mr. Bellow, we are sorry to have kept you waiting, but you said that this morning you had
changed money at the Currency Exchange Desk, bought a tourist map at the newspaper stand,
had your hair cut at the barber’s and had your lunch at the restaurant. Because you have been
to
several places, we need more time to find it.
B: Well, I was wondering whether you were still working on it.
AM: Yes, we are. Two porters are still busy checking around.
B: I’m sure the watch is here. I hope you’ll try to find it for me as soon as pos
sible.
AM: Of course. We’ll let you know as soon as we find it. Please don’t be worried.
B: All right. Thank you.
22
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
6-3
Charging
More
Scene:
At the Reception Desk, a guest (G) insists on staying longer without paying more.
Employee (E): Good morning. May I help you?
G: My flight doesn’t leave till 5:45 p.m.
and I don’t want to wait around at the airport all day. Could I
still rest in the room this afternoon?
E: Excuse me, sir. According to our regulations, a half day’s rent is charged against a room
this
afternoon, we’ll have to charge you 50% or the price.
G:
(Angrily)
What? Ask for money again? I have settled accounts. I won’t pay more for the two or
three hours. No more! Do you hear?
E: We’d like to help you as we can. You may leave your b
aggage here until 4: speak to the
porter and he’ll take care of it…free of charge, of course.
G: But damn it! I won’t give you one more cent!
F: The porter will keep your baggage free of charge, sir, and you’re welcome, to rest in the lobby.
G: No, I insist on having a rest in the room.
E: Then, if you’ll wait a mo
m
ent, please, sir? I’ll ask our manager to come and take care of your
request.
Word
List
awfully ad.
非常、很、十分
anyhow ad.
不管怎样、无论如何
promise n.& v.
应诺、诺言、保证
worried a.
烦恼的、焦虑的
regulation n.
规则、规章、法规
account n.
帐目、帐
insist v.
坚持
request n.& v.
请求、要求
quiet a.
安静的
vacate v.
使空出、腾出、搬出
Useful
Expressions
23
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
叫醒
to wake up
to make a noise
to have a sound sleep
to make a note of
to promise do sth.
to be busy doing sth
as…as possible
as soon as
to ask for
to settle accounts
free of charge
to insist on
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
24
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
PART
Ⅱ
THE HOUSEKEEPING
DEPARTMENT’
INTRODUCTION
The Manager’s Remarks
The housekeeping department is the backbone of a hotel. In a sense, it is possible to say that a
clean and attractive guest room is the product that the hotel sells.
The main duty of the housekeeping department staff is to see to the cleanliness and good order of
all rooms in the hotel. The laundry and valet service and many personal services are also parts of their
jobs. And they must coordinate the work closely with the front office.
This department as a whole is required to make the guest’s stays comfortable and pleasing. Any
reasonable request must be fulfilled. But good service means more than fulfilling requests. Whenever
and wherever possible, the staff should offer to do extra things for the guests. What is more, whenever
there is an opportunity to “sell”, the staff should take
it and suggest that guests use the hotel services
as much as possible. They should make sure that they are really selling what the guest wants to buy.
It
should
be
noted
that
the
most
important
characteristic
in
the
housekeeping
department,
and
indeed throughout the hotel world, is the willingness to serve and please the guests. The housekeeping
staff, such as chamber maids, housemen, linenroom attendants, supervisors and housekeepers, can do
a great deal to assure a high business repeat and occupancy rate, not only through the efficiency in
their jobs but also through their heartfelt warmth in serving the guests.
Word
List
housekeeping department
房务部
fulfil v.
履行、完成
25
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
backbone n.
脊梁、脊柱、骨干
opportunity n.
机会
attractive a.
有吸引力的
characteristic a.
特有的；
n.
特性
product n.
产品、产量
willingness n.
愿意
cleanliness n.
清洁
chamber n.
房间
laundry n.
洗衣
maid n.
侍女、少女
valet n.
洗烫工
chamber maid
客房女服务员
personal a.
个人的、私人的
houseman n.
杂务工
coordinate v.
协调
supervisor n.
管理员、主管
comfortable a.
舒适的
assure v.
使确信、保障
pleasing a.
使人愉快的
heart-felt a.
感人肺腑的
business repeat rate
回客率
Useful
Expressions
in a sense
在某种意义上
to see to
注意、负责
to coordinate…with…
与
……
合作，与
……
协商
as a whole
It should be noted that…
作为整体而言
as much as possible
应当注意
to make sure
尽量多
弄清、使确定、使确信
UNIT
1
Guiding the Guests to Their Rooms
1-1
Recognizing the Guests
Scene:
The Bellows leave the elevator.
The floor attendant (F
A) steps forward to welcome them.
26
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
FA:
(Smiling)
Good afternoon, sir and madam. Did you have a nice trip?
Mr. Bellow (B): Yes, thanks.
FA: Welcome
to the ninth floor. I’m the floor attendant. Just let me know if there is anything I can do
for you.
B: Where is Room 908,please?
FA: Ah, Mr. and Mrs. Bellow. Would you care to step this way, please? It is along here.
Mrs. Bellow (M): Oh, how do you know our name?
FA: It was on the arrival list for room we are. May I have your key, please? Let me open the
door for you.
B: Here it is.
FA:
(Knocks at the door first,opens it,and precedes the guests into the room and turns on the light)
This way, please.
B: Thank you. When will our baggage arrive?
FA: Your suitcases will be here shortly. The bellman is handling them.
B: Very well
(Looking around the room).
FA:How do you like this room?
M: Oh, it looks comfortable and cozy. We like it very much.
FA:
(Drawing the curtains aside)
The room is facing south and commands a good view of the Hang-
up River.
M: Yes, how lovely it is!
FA:
(Handing the room key to )
Here is your key, Mr. Bellow.
1-2
About the Room Facilities
Scene:
The floor attendant (F
A) is showing the Bellows the amenities in the room.
FA:
(Graciously)
Mrs. Bellow, here is the light switch, the temperature adjuster, the wardrobe
and the mini-bar. Here is drinking water. There is the socket for the electric shaver. Here in
27
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
Shanghai it is 220 volt.
(B): Oh, it’s much higher than that in the States.
My electric shaver is operated by 110 V
.
FA: Don’t worry, sir. We have transformers on loan.
B: Good, may I have one?
FA: Certainly, .
I’ll bring you one. Here is our hotel’s Service Information gives
you an idea about our services and facilities.
B: Wonderful. Thank you.
FA: The panel on the night stand controls the different devices in the room. That door leads to the
bathroom, and there is a laundry bag behind the door. The hot water supply is from 6 a.m. to 12
p.m.
B: That sounds good. I feel like taking a bath to freshen up after the trans-ocean flight.
FA: I’ll bring you a transformer right away, Mr.
Bellow. Is there anything else I can do for you before
I leave the room?
Mrs. Bellow (M): You have made us feel very welcome. Will you tell up our telephone number?
FA: The extension number is just the same as your room number. 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’ll enjoy your stay with us.
1-3
About the Hotel Services
Scene:
The Bellows AE consulting with the floor attendant (F
A) about something.
FA:
(Knocking at the door and waiting for a reply.)
May I come in? I’m the attendant.
Mr. Bellow (B): Come in, please.
FA: Good afternoon, Mr. and Mrs. Bellow. Here is the transformer you need, Mr. Bellow.
B: Thank you very much. By the way, we’d like to have breakfast in our room. When s
hould we order
28
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
that?
FA: This is your door knob menu. Just check the items you would like for breakfast, mark down the
time and hang it outside your door before you go to bed tonight. Our hotel has very good room
service.
B: I hope I’ll get up on tim
e.
FA: You can place a wake-up call with the operator.
B: Thank you for the information.
Mrs. Bellow (M): By the way, could you tell me where I can get a silk skirt or a silk evening gown?
We know China is famous for its silk fabrics.
FA: Our hotel’s
souvenir shop sells a number of silk items and has more than 30 kinds of silk fabrics
of fine quality. This shop is said to be one of the best in Shanghai. Our guests are always pleased
by the beautiful colors and designs of the silk fabrics there.
M: Re
ally? I’d like to go there now.
B: But I’m tuckered out after our long journey.
FA: If you don’t want to be disturbed, just place this “please do not disturb”
sign outside the door. If it
is turned the other way, I’ll know you want me to make up your
room.
M: That’s very kind of you.
FA: I’m always at your service.
Word
List
Scene n.
场景、景色、景观
Attendant n.
侍者、服务员
Precede v.
有
……
之前
Shortly ad.
立刻、不久
Cozy a.
暖和舒服的、
（感觉）舒适的
wardrobe n.
衣柜、衣橱
shaver n.
剃须刀
panel n.
（装有电器按纽的）嵌板
transformer n.
变压器
device n.
装置、仪表、手段
29
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
Command v.
俯瞰
consult v.
请教、商量
Amenity n.
（环境、气候等的）舒服（性
door knob n.
门把
情等的）愉快、
(
社交
)
礼节
menu n.
菜单
graciously a.
有礼貌的
silk fabric
丝绸制品
switch n.
开关
tucker v.
使精疲力竭
temperature adjuster
调温装置
Useful
Expressions
to care to
愿意
……
to turn on
开（灯）
to look around
四下打量
to hand sb.
把
……
交给某人
to feel like
想、愿意、喜欢
right away
即刻
to lead to
通向
to consult with sth.
与某人商量某事
a wake-up call
唤醒电话、叫早
to be famous for
因
……
而闻名
to be pleased by
被
……
迷住
a trans-ocean flight
穿越大洋的飞行
to make up the room
整理房间
to freshen up
振作、恢复体力
UNIT
2
Chamber Service
30
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
2-1
Making Up the Room
Scene:
The room attendant (RA) with a trolley meets the Bellows in the corrior.
RA: Good morning, Mr. and Mrs. Bellow. May I come through, please?
Mrs. Bellow (M): Good morning. It’s almost 11 o’clock, and our room hasn’t been made up yet.
RA: I’m so sorry, madam.
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 always seem to be last.
RA: Well, I have a section of fourteen rooms, and I always do the check-out rooms first unless there is
a request.
(B): Check-out rooms? What are they? Do you mean that the people who go out early get
their rooms done first? If that is so, we were out at 7:30 this morning.
RA: A check-out room means where the guests are leaving the hotel at the end of their stay. We have
to get the room ready for sale by the front office.
B: Well, we would like to take a nap after lunch.
RA: Yes, I see. Your room will be ready in half an hour, Mrs. Bellow.
M: Can you do this for us every day?
RA: Certainly, Mrs. Bellow. 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 902 now?
B: How nice of you to remember our name and room number!
RA: Thank you.
B: I suppose there is a lot of work for you. Is the hotel full?
RA: Yes, sir. The occupancy is very high. This is the peak season in Shanghai.
B: Well, thank you for your kindness.
M: We do appreciate the favour of your putting our room first.
RA: My pleasure. I hope you are enjoying your stay with us.
31
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
B: Oh, we are, immensely! Goodbye.
RA: Enjoy your lunch, Mrs. Bellow. Your room will be ready before you come back from the
restaurant, I promise.
Excuse me; please
(as the room attendant pushes the trolley in front of the guests).
2-2
The Turn-down Service
Scene:
The Bellows are sitting in the room when a chamber maid (CM) knocks at the door and comes
in.
CM: Good evening, madam and sir. May I do the turn-down service for you now?
Mr
s. Bellow (M): Oh, thank you. But you see, we are having some friends over. We’re going to have
a small party here in the room. Could you come back in three hours?
CM: Certainly, madam. I’ll 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 bring us a bottle of just boiled water.
We’d treat our guests with typical Chinese tea.
C
M: Yes, madam. I’ll bring in some fresh towels together with the drinking water.
M: OK.
CM:
(Having done all on request)
It’s growing you like me to draw the curtains for
you,sir and madam?
M:Why not?That would be so cozy.
CM:May I turn on the lights for you?
(B):Yes,please.I’d like to do some reading while waiting.
CM:Yes, there anything I can do for you?
M:No ’re a smart girl you very much.
CM:I’m always at your e,sir and madam,and do have a
very pleasant evening.
32
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
2-3
Repairing the TV Set
Scene:
(B) hurries over to the floor service desk and asks the floor attendant(FA) for help.
B:I’ve locked myself out of the I borrow a duplicate key?
FA
：
Don
’t worry,Mr. Bellow.I’LL open
the door for you.
(She opens the door with a duplicate key.)
B:Thank you very ing I’m quite absentminded.
FA:It doesn’t matter, else can I do for you?
B:Ah,I’m afraid there’s something wrong with the picture is wobbly.
F
A:I’m I have a look at it?
B:Here it is.
FA:
(Tries to fix it,but in vain)
I’ll send for an electrician from the maintenance can
have it wait just a few minutes,.
(She leaves the room. Ten minutes later, there is a knock on the door.)
Electrician (E): May I come in?
B:
(Opens the door)
How do you do?
E: How do you do? The TV set is not working well. Is that right, Mr. Bellow?
B: No, it isn’t.
E: Let me have a look.
(Finishes the repairing and checks other electric facilities in the room)
, every-thing is OK now.
B: What efficiency! Thanks a lot.
(Taking out some FEC)
This is for you.
E: Oh, no. We won’t accept tips, but thank you, anyway.
We wish you a nice stay with us, .
Word
List
33
上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
trolley n.
手推车
nap n.
（白天的）小睡、小盹
appreciate v.
欣赏
immensely ad.
大大地、无限地
turn-down n.
做晚床
convenient a.
便利的
overnight ad.
通宵
mess n.
混乱、混杂
towel n.
毛巾
shower n.
淋浴
duplicate a.
复制的、完全一样的；
n.
复制品、副本、抄件
wobbly a.
摇摆的、不稳定的、颤动的
electrician n.
电工
maintenance n.
维修
fix v.
使固定、盯住，修好
oblige v.
答应
……
请求、使满足
Useful
Expressions
on request
to go off
to tidy up
in vain
按需、根据需要
离开、走开
整理、打扫
徒劳
UNIT
3
Special
Services
3-1 Buying Things on Request
Scene:
(B) calls in the room attendant (RA) early in the morning.
RA: Good morning, sir. What can I do for you?
B: Some friends of ours are coming to pay us a visit this evening. Would you please? Buy me some
fruit?
34