饭店情景英语.doc

上海悦莱饭店管理有限公司
Happyback Hotel management Co. Ltd.
PARTⅠTHE 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 and 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 satisfaction the guests receive from the “home away from home”.

Word List

Remark n.陈述、言语
Nerve n.神经
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
efficiency n.效率
personality n.个性
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

Not only … but also … 不仅…而且…
to seen to 似乎，好像……
a liking for 对……喜爱
So that …以便
To check SB. Out 结某人的帐（以使之可离开旅馆）
in order to 为了……
ought to 应当……
in short 简言之，总而言之

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 26th to May 29th.
R: Very well, Mr. Bellow. British suite without breakfast from May 26th to May 29th. 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.
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 23rd, 24th, … and 27th.
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 25th. 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 moment and I’ll see if I can put you through.

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 20th 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 20th to the 27th. I’m afraid we won’t be able to
Guarantee him a room after the 27th. 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
Suite n.套房
Roman α.罗马的
Presidential α.总统的
Client n.顾客
Confirm υ.进一步确定、证实
Discount n.折扣
Program n.议程、节目
Reception n.接待，欢迎
Expense n.花费、经费、费用
charge υ.收费
reservationist n.预订处值班员
deluxe n.豪华
list n.表、目录、名单
rate n.价格等级
flight n.飞行、航班
conference n.会议
guarantee υ.保证
check n.支票

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
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 29th.
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?
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,
Sir.All the rooms are booked up. But I think we’ll be able 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.

Word List

Doorma n. 门卫人员
Tag n.标签
registration n.登记、注册
receptionist n.接待员
bellman n.应接员
prefer v.喜欢
recommend v.推荐、介绍、建议
tiring a.使疲劳的
trunk n.行李箱（汽车）
baggage n.行李
cash n.现金、现款
credit n.信用贷款
available a.可得到的
highly ad.高度的
lobby n.(剧院、旅馆等的）门廊、门厅

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 recommend … to 向……推荐……

UNIT 3

The Bellman

3-1 Carrying Baggage
Scene: The bellman (Bm) does service for the Bellows.
Bm : Good evening ,madam and sir.I’m the bellman.Mr Bellow(B)&.Mrs Bellow(M),Good
evening.
Bm: Very glad to have you here. 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.
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 room.too.All our rooms are spacious and
airy.
L: Good.By 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 ready
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 Desk.If 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 Saturday.Could 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.
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 leaving 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

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
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

To do service for
To leave … to …
To escort … to …
At the end of
At one’s convenience
As well
In advance
If possible
To think of
To tell the truth
To be dying to do sth
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）

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 York.Can you arrange it for me?
R: Oh, yes, sir, We have telex and fax