飯店英語參考答案

1、Unit 5Classroom Activity I A- Could you contact Mr. Carter for me, please?- Do you know his room number?- Oh, Im sorry. I dont know.- Hold on, please. Mr. Carters room number is 860. Go ahead, please. B- I want to make a local call. Could you tell me the telephone number of the Friendship Hotel? Cla

2、ssroom Activity II- Id like to speak to Mr. Baker in Room 201.- Im sorry. I cant hear you. Its not clear, could you speak louder?- Id like to speak to Mr. Baker in Room 201.- Im sorry. I cant hear you. Could you please speak close to the receiver?- Id like to speak to Mr. Baker in Room 201.- Oh, yes

3、. Ill put you through immediately.Extended Reading Part Four II. operator mobile phone payphone hot line collect call, called party person-to-person call calling part telephone morning call III. 1. (F) 2. (F) 3. (T) 4. (F) 5.(T) IV. 1. Id like to make a call to my parents in Hong Kong. Can you put m

4、e through?2. At what time would you like us to call you tomorrow morning?3. We have a computer wake-up service. Please dial 9 first and then the time. There must be five digits.4. Could you tell me the called partys full name and telephone number?5. Im afraid the line is engaged.6. Im afraid you dia

5、led the wrong number.7. Whats the discount hours for long distance call?8. Would you like a person-to-person call or a station-to-station call?9. Just a moment, please. Ill put you through.10. Im sorry, we dont handle international collect calls.V. 電話行為指南電話行為指南 1. 起立接聽電話。這會增加你的權(quán)威感。 2. 如果可能，鈴響三聲之內(nèi)接電話

6、。 3. 接電話時用右耳聽。因為人的右耳與大腦的左半球（邏輯思維）相連。4. 接電話先報姓名和部門名稱。5. 詢問打電話人的姓名并在對話時使用。6. 認真聽。不要打斷對方的話。7.集中精力。不要同時做兩件事情。8. 對方說話時， 要在電話里不斷回應(yīng)，讓對方知道你在聽。9. 記下對方的話并進行核對以確認你是否理解錯誤。10. 如果打進來的電話沒人接，解釋一下原因。記下打電話人的姓名及電話號碼，讓他要找的人給回電話。11. 聽電話時保持微笑。這在你的聲音中能顯示出來。Unit 6 Classroom Activity I - Would you like to leave a message?-

7、Should I tell him you will give him a call or ask him to call you ?- Tell him to call to the Washington Hotel. The number is 4386000 to 1023. Classroom Activity II- Good morning. This is information desk. May I help you?- Good morning. Where can I buy a telephone card?- We have here. What denominati

8、on do you want to buy?- Do you have fifty ones?- Yes, we have. Here you are.- Thanks a lot.- You are welcome. Here is your receipt.- By the way, can you tell me how I can go to the railway station?- You can walk out of the hotel and take the No. 1 bus on the opposite of the road, you can take off at

9、 the station bus stop after five stops, then you can see the railway station.- Thank you very much.- You are welcome. We hope to see you again. Part Four IIinformationmeter readingairmailstickstampmessagecommercial hotelmotelstarresort hotel III. 1. (F) 2. (F) 3. (T) 4. (T) 5. (F). IV. 1. Good morni

10、ng, information desk. Can I help you?2. What seems to be the problem, madam?3. We provide food and beverage service, laundry service and room service etc.4. The health club is on the third floor, and the swimming pool is on the second floor.5. You can reserve train tickets and air tickets in our hot

11、el.6. You can walk out the hotel and turn right for 50 meters, you will see the signs for subway entrance.7. This is the best season here. -Scenery is worth seeing.8. If you need anything else, please give me a call.9. You are welcome. Its my honor to serve you.10. Wish you a pleasant day! V. 禮賓部 禮賓

12、這個傳統(tǒng)百分之百來源于歐洲。最早的禮賓部是指大樓里的高級管理員，保安，門僮，送信人員和問詢處工作人員，以及法國飯店住店客人的陪伴，這是指在現(xiàn)代飯店出現(xiàn)之前的大型豪華公寓樓。 在現(xiàn)代飯店里，禮賓部相當于所有的對客服務(wù)，包括行李員和門僮的工作，負責郵件的送遞，房間鑰匙的發(fā)放，負責問詢，聯(lián)系客人對飯店內(nèi)外的需要等。問訊處通常設(shè)在接待處和貨幣兌換處之間，負責的是純粹的文職工作。 Unit 7 Classroom Activity I - This is Tom James.- I made a call to my Hong Kong office, but I cant get through.-

13、Im so sorry. Mr. James. Im sorry for the inconvenience.- I have contacted our operator.- Thank you for your help. Ill make a call later. But I think there is much room for your hotel facilities.- We are terribly sorry. I hope you can understand. Classroom Activity II- Receptionist, I want to complai

14、n.- Good morning. What seems to be the problem?- A five-star hotel you call it! Your hotel service is so bad!- Could you tell me what happened in detail?- I checked in this morning, and found the facilities in the hotel are very old, the TV controller is not working. When I want to have a rest, the

15、neighbors are very noisy, the sound insulation in your hotel is too bad.- We are very sorry. The hotel has been built for many years and the facilities are old. But we are improving this aspect, we rebuild or redecorate several floors in off season every year. Next time you come to our hotel, we wil

16、l arrange you a newly-rebuilt room. Today, we will change a new TV controller for you, is that all right?- I think thats all you can do.- Thank you for your understanding and supporting. Have a good night!- Bye. Part Four II complain restriction apologize inconvenience mess curtain manager understan

17、d 6 p.m. release customer III. 1. (F) 2. (F) 3. (F) 4. (F) 5. (T) IV.1. Im very sorry to hear that, madam.2. Its our responsibility. I will give you a satisfied reply.3. Could you tell me what happened?4. We are sorry. We do apologize for the inconvenience, Mr. Lee.5. When and where did you last see

18、 your camera?6. Im sorry, sir. I persuade you not to do it. Its against our hotel regulations.7. Oh, dear. We are terribly sorry for all this mess.8. It leaves much room for your hotel to improve your service.9. Thank you for giving us good suggestions. We will correct them.10. In dealing with compl

19、aints, the hotel staff should always be polite and helpful. V. 如果你是一名飯店員工，那么盡可能多了解飯店是至關(guān)重要的。在一些飯店里，接待員會把飯店的詳細資料列在一張單子上放在接待處。 作為飯店的一名員工，應(yīng)該了解飯店的名稱，郵政地址，電話號碼傳真號碼等。還得了解飯店各個部門經(jīng)理的名字，投資人以及總經(jīng)理的名字。 房間同樣重要。員工應(yīng)該了解房間類型，每種房間的房價以及辦理登記入住的時間和辦理離店時間。 有時客人會問及如何能到達飯店，因此要了解到達飯店的各種交通方式：駕車，乘公共汽車，乘地鐵等。同時要了解出租車以及出租車付費的情況。 另

20、外一個要點是要記住客人必須遵守的規(guī)定。比如：員工要了解飯店的結(jié)賬方面的規(guī)定，因為有些飯店可能不接受某些種類的信用卡。在一些飯店里，沒有預(yù)訂的客人過了晚上的某個時間辦理登記入住就必須提前付賬也就是說，過了晚上九點客人要入住飯店，要么得證明自己得身份要么得提前預(yù)付一個晚上得房費。 Unit8 Classroom Activity I - Id like to check out. Can I have my bill? - Your name and room number, please. - This is your bill. - This is your room rental. This

21、 is for wine you charged. This is laundry fee. This is the fee for using room service. - This is IDD fee. - How would you like to pay? In cash or by credit card? - Welcome to our hotel next time. Classroom Activity II - Will that be cash or charge? - What kinds of credit card do you honor? - Will th

22、ere be a handling charge for paying by credit card? - Why is there a tax for paying in cash? -Whether should I pay todays room rental if I leave this afternoon? - You neednt pay todays room rental if you check out before 12 oclock. - But if I dont check out before 12 at noon? - If you leave before 6

23、 pm, you will have to pay half of the room rental. - If you leave after 6 pm, you will have to pay the whole of the rental. - I see. Thank you. Part Four II. credit card check out charge payment peak rate rental honor count transaction sundry fee III. 1. (F) 2. (F) 3. (T) 4. (T) 5. (F) IV. 1. May I

24、have my bill please? 2. How would you like to pay, in cash or by credit card? 3. What kinds of credit cards do you honor? 4. This is the fee you expensed in the bar. 5. Our check out time is at 12 oclock at noon. If you check out before 12, we will not charge you for extra service. 6. Im sorry, but

25、we dont accept personal checks. Its our hotel policy. 7. This is your receipt and change, please keep it. 8. Wait a moment, please. I will give you a receipt. 9. I hope to see you next time. 10. Mind your steps. Have a safe trip!V. 收銀員收銀員 收銀員實際上是財務(wù)部的員工，但是由于他們的工作位置是在前臺，而且由于他們的工作與前臺其他員工有著直接的聯(lián)系，所以由前臺經(jīng)理

26、統(tǒng)一進行管理。 前臺收銀員的主要工作是把客人的消費過賬，在客人離店時為他們結(jié)賬，兌換外幣，兌換旅行者支票，協(xié)調(diào)信用卡賬目，把客人的賬目報送財務(wù)部，每次換班時平衡賬目。 前臺收銀員最重要的工作是客人離店時給客人結(jié)賬。將要離店的客人通常特別希望結(jié)賬的效率高些，收銀處就是客人辦理結(jié)賬手續(xù)的地方，因此，收銀員時客人離店前在飯店最后接觸到的員工。正如以前強調(diào)過的那樣，第一印象和最后的印象最為重要。最后的印象甚至是最重要的，因為那是客人帶回家的印象，也是最容易記住的印象，通常會影響到他們以后同朋友以及商業(yè)伙伴談?wù)擄埖甑姆?wù)和設(shè)施時的態(tài)度。當客人來結(jié)賬時要熱情地問候他們，結(jié)賬時要快速高效，離開時要親切地道別

27、這些舉動地效果時顯而易見的。給客人結(jié)賬時，收銀員通常都要問客人最近有什么消費，也許飯店沒有記錄?？腿怂械南M必須盡快地記到客人的帳上。計算房費時，可能還有客人的電話費，洗衣費，餐費或者送餐服務(wù)費等。 Unit9 Classroom Activity I- May I do your room now?- I am not feeling well now.- Im sorry to hear that.- What can I do for you?- Can you do the room two hours later and change the sheet for me?- If y

28、ou need help,- Hope you will recover soon.- Have a good rest! Classroom Activity II1. Housekeeping. Good morning, sir. Can I do the room now?2. What time would be convenient for you?3. Im sorry. We usually do the check out room first.4. May I do the turn-down service?5. A check out room means the guests are leaving the hotel at the end of their stay.6. You are welcome. Its my pleasure to serve you. Part Four II.housekeepinghousekeeperroom cleaning