旅游英語第03章復(fù)習(xí)過程

Unit

3

HotelAccommodation第一頁，共23頁。PartIListeningandSpeaking

Passage1NewWords&Expressionskey…intoreservationformraten.standardizev.check-list輸入預(yù)定單價格標(biāo)準(zhǔn)化檢查表第二頁，共23頁。Passage2NewWords&ExpressionsTreasureBoxrivaln.underthesameroofapprehensionn.

stagev.average-sizedoff-seasoncompetitivepersonnel競爭對手在同一地點焦慮不安舉辦(活動)一般規(guī)模淡季競爭方人員seasonn.季節(jié)，時期Springismyfavoriteseason.

春天是我最喜歡的季節(jié)。Theharvestseasonstartedearlierthisyear.

今年的收獲期來得比較早。v.調(diào)味(使)適用Theseasonedmeatisdelicious.

腌過的肉十分美味。Ihaveseasonedmyselftocoldair.

我已經(jīng)練得不怕冷空氣了。第三頁，共23頁。

DialogNewWords&Expressionsn.籃球賽季TheLakersarewinninginthisseason.

這個賽季湖人隊保持勝績。functionv.活動；運行Thislathedoesn’tfunctionwell.

這臺車床有毛病。n.功能，作用Thefunctionoftheearistolisten.

耳朵的功能是聽。singleroomfillout單人間填表keycardnationalityn.placeofissueregulationn.鑰匙卡國籍發(fā)證地點規(guī)章制度

第四頁，共23頁。ReferencesTreasureBoxGuestReceptionistHowcanI…?Whereis…?Doyouhave…?Isthere…intheroom?Whatdoesthismean?The…isjustaroundthecorner.Yes,thereisoneintheroom.Yourpassportnumber,please.Couldyouplease…?Pleasesignhere.Yourroomnumberis…,enjoyyourstay!fillinsth.填寫表格Canyouhelpmetofillintheseblanks?

能幫忙填寫嗎？fillsb.in向某人解釋It’snoteasytofillhimin.

很難向他解釋。第五頁，共23頁。PartIIReadingTextANewWords&Expressionspropertiesn.

hospitalityindustryn.challengen.

attunedtoclientelen.

obligedadj.

optionn.identifyv.

exclusivelyadv.all-suitehotelvalue-consciousadj.executiveadj.

liferationn.地產(chǎn)，所屬地酒店業(yè)，招待業(yè)挑戰(zhàn)調(diào)整客戶有義務(wù)的選擇識別唯一地，單獨地全套房酒店關(guān)注價值的高級的酒店場地發(fā)展，增長第六頁，共23頁。HotelAccommodation

Nowadays,hotels,particularlylargeproperties,shouldofferguestsvariouskindsofaccommodationchoicestosatisfydifferentmarketgroups.Thatistosay,hospitalityindustryisfacingachangingmarket.Thehotelformerlycateredtolong-termguests—manyofwhomwouldstayamonthormore—whowouldreturnseasonafterseasonandreceivetrulypersonalizedservicefromastaffattunedtotheirindividualneeds.Now,however,thehotelmustchangetomeettheneedsoftoday’sguests.Thebiggestchallengeforhotelbusinessistomaintainitsappealtotraditionalclientswhilealsoattractingthemodernclientele,whichincludesconferenceandseminarattendees.Thecompetitionforahotelcomesnotonlyfromotherhotels,butalsofromthediscoverybytheworld’seliteofnewplaces.Oncethewavemoveselsewhere,nothingyoucandowillbringitback.Peoplearenotobligedtocomebacktoyourhotel.第七頁，共23頁。Today’sguestshavemoreoptionsthanever,butbythesametoken,thereareawidevarietyofguests.Noteveryonewantsthesamething.Asuccessfulhotelmustidentifytheguestgroupsitwantstoserve,determinetheireconomicvalue,anddefinewhattheywant.Hospitalityindustryhasnowcreatedseveraldifferenttypesofpropertiesinanefforttodevelopbrandloyaltyamongcustomers.AmongthemareHotelswithinHotelsThe“hotelswithinhotels”concepthasprovenpopular,especiallywithupscaleguestswhoappreciatehavingacluborfloorreservedexclusivelyfortheiruse.SheratonandHiltonhotelsofferTowersections,HyattpromotesaRegencyClub,Shangri-LahasitsHorizonFloor,andMarriottoffersaConciergelevel.Otherpropertiesalsopromotebusinessclubs,floors,andservices.第八頁，共23頁。All-SuiteHotelsTheall-suitehotel,asmentioned,hasbecomeanintegralpartofthehospitalityindustry,andappealstovalue-conscioustravelerswhodonotwanttopayextraamenitiestheywouldnotuseatatraditionalhotel(alounge,swimmingpool,healthclub,andsoon),aswellastotravelerswhoenjoytheextracomfortasuitecanprovideduringextendedbusinessorpleasurestays.Tomeetavarietyofneeds—frombudgettoexecutivetastes—all-suitehotelsvaryfromcompleteresort-likepropertiesthatoffermeetingfacilities,restaurants,andrecreationalamenitiesfortheupscaletravelerstothosethathavetrimmedtheextraswhilestillprovidingthecomfortsofhometovalue-orientedtravelers.Manyall-suitehotelsofferacontinentalorcooked-to-orderbreakfastaspartoftheroomrate,andafull-servicerestaurantisusuallylocatednearbyfortheconvenienceofguests.Butwhyarethoseservicesarepopular?Thelikelyansweristhespaciousaccommodations,thehome-likeatmosphere,andthefunctionalworkareas.Withthevaryingconceptsandservicesoffered,itisbecomingincreasinglynecessaryforahoteltopositionitselfforparticulartargetmarkets,andtopromoteitspositioningsothatthepublicwillknowexactlywhatthepropertyhastooffer.Theincreasedproliferationoftheseservicesisexpectedtocontinue,andcompetitioninhospitalitywillgrowmoreheatedasmoreandmoretravelersdiscoverthehotelsthathavecometobecalled“thestandardoftomorrow.”第九頁，共23頁。TextB

NewWords&Expressionsassignv.

guaranteen.negotiationn.suitedesignationupdaten.clarifyv.overalladj.patternn.breakdownn.

recreationalfacilitiesconflictn.earmarkv.分派保證談判套房分配最新情況澄清總體的模式細分娛樂設(shè)施矛盾沖突標(biāo)明第十頁，共23頁。RoomTypesandArrival/DeparturePatternAsaprofessionalhousekeeper,youmustknowthenumberandkindsofroomstobeassigned.Mostagreementswithguestscallaguaranteeofatotalnumberofrooms(1)tobeused.Thismaybefineatthenegotiationtable,butasthefinaldateapproaches,youneedtoknowhowmanyofthesearesingles,doubles,twins,orsuites.Don’tforgetthatthereismuchconfusionaboutsuitedesignation(2).Somehotelsgosofarastoindicatesuitesashaving“onebedroomfortwopeople”or“twobedroomsforfourpeople”.Inaddition,peopleconfusetwinsanddoubles.Thiscanbeclarified(3)byindicating“onebedfortwopeople”or“twobedsfortwopeople”.Inassigningrooms,youneedanoverallpattern(4)thatwillindicatewhenpeoplewillarriveanddepart.Thehousekeeper(5)mayhavesomeideafrompreviousyears,butyouwillhavetomakefinalupdatesonpatternswhenyougetthereservationsfromtheguests.Evenforcorporatereservation,guestsfrequentlyarriveadayortwoearlybecauseoftransportationdifficulties,personaltravelplans,ortheattractionoflocaltouristorrecreationalfacilities.第十一頁，共23頁。Itiswisetoindicatethebreakdownofroomsintosingles,doubles,twins,andsuites.Inthisway,guestswillhaveabetterunderstandingofthehotelserviceandmuchconfusionwillbeavoided.Beespeciallycarefulifyouindicatetheavailabilitytoaspecificsuite.Thatextra-specialVIPsuite(6)maybeearmarkedforthechairmanoftheboard,whomayverywelldecidetotestyourgolfcourseorstayinthesuiteforseveraldaysaftertheformalbusinessevent.Tellyourclientthatyoumusthaveadvancenoticeofsuchplanstomakesuretheroomisavailableandthatthereisnoconflictwithanothergroup.Notes(1) …callaguaranteeofatotalnumberofrooms…要求得到全部房間數(shù)的保證。(2) suitedesignation對于套房的分配suite(法文)套房(3) Thiscanbeclarified…可以得到澄清。(4) …youneedanoverallpattern你需要有一個全局規(guī)劃。pattern意為“模式”、“運營(yùnyíng)方式”。(5) housekeeper客房部總監(jiān)(經(jīng)理)，負責(zé)整個客房部的宏觀調(diào)控。(6) extra-specialVIPsuite特定的貴賓套房第十二頁，共23頁。CultureNotesCourtyardhousesofnorthChina,withBeijing’sSiheyuan(courtyardwithhousesonallsides),beingthehighestlevelandmosttypical,aretheoutstandingrepresentativesoftraditionalresidencesofChina’sHannationality.Beijing’sSiheyuan,seatedinthenorthofthecompoundandfacingsouth,mostlyconsistsofinnerandouteryards.Theouteryardishorizontalandlong;themaindooropenstothesoutheastcorner,conducivetomaintainingtheprivacyoftheresidenceandincreasingspatialchange.Afterenteringthemaindoorandturningwestwardintotheouteryard,onefindsthereareguestrooms,servants’room,akitchenandtoilet.Goingnorthwardfromtheouteryardthroughanexquisitelyshapedandquitebeautifulfloral-pendantgate,oneentersthesquare,spaciousmainyard.Theprincipalroominthenorthisthelargest,erectedwiththetabletsof“heaven,earth,monarch,kinsfolkandteacher”,whichisforholdingfamilyceremoniesandreceivingdistinguishedguest.第十三頁，共23頁。Theleftandrightsidesoftheprincipalroomarelinkedtoaislesinhabitedbyfamilyelders.Infrontoftheaislethereisasmallcorneryardwhichisveryquietandisoftenusedasastudy.Bothsidesofthemainyardhaveawingroomservingaslivingroomsfortheyoungergenerations.Boththeprincipalroomandthewingroomsfacetheyardswhichhavefrontporches.Verandahsareusedtolinkthefloral-pendantgateandthethreehouses,sothatonecanmovealong

or

sitinthemtoenjoytheflowersandtreesinthecourtyard.Behindtheprincipalroom,sometimes,thereisalongrowof“HouZhaoFang(backilluminatedroom)”servingeitherasalivingroom

or

utilityroom.第十四頁，共23頁。PartIIIAppliedWritingOrientationPlanning(入職培訓(xùn)計劃)入職培訓(xùn)是向新員工介紹酒店和各自崗位情況的過程。新員工入職的第一天首先要參加酒店的入職培訓(xùn)教育。許多新員工帶著好奇和興奮(xīngfèn)的心情來到酒店，酒店應(yīng)該利用這個機會向員工講述工作的目的和服務(wù)的重要性。入職培訓(xùn)因各酒店的規(guī)模和運營而不同，如入職培訓(xùn)的負責(zé)人、培訓(xùn)的時間、培訓(xùn)的模式和發(fā)出的信息等。入職培訓(xùn)一般由人力資源部負責(zé)籌劃和操辦，涉及的步驟如下。(1) 總經(jīng)理歡迎新員工(Welcomebygeneralmanager)。(2) 主要部門負責(zé)人歡迎新員工(Welcomebymajordepartmentdirectors)。(3) 通過影像和書面材料向新員工介紹酒店的經(jīng)營理念、員工職責(zé)和工作目標(biāo)(Videoorhandoutsabouttheorganization’sphilosophyandroletheemployeeplaysinhelpingmeetthehotel’smissionandgoals)。第十五頁，共23頁。(4) 分發(fā)各種書面閱讀材料和員工手冊(Distributionofmanualsandothermaterials)。(5) 審視酒店的各項規(guī)章制度(Reviewofpoliciesandprocedures)。(6) 討論福利(Discussionofbenefits)。(7) 討論客戶關(guān)系(Discussionofguestandemployeerelations)。(8) 填寫個人表格(Completionofpersonnelforms)。(9) 熟悉酒店各部門(Tourofthehotel)。為了不影響酒店的正常工作，最后熟悉酒店各部門的步驟可根據(jù)酒店的具體情況來安排。原則是避開客人入住和離店的高峰期。入職培訓(xùn)計劃(jìhuà)所包含的議題樣本如下：NewEmployeeOrientationNameofEmployee:________Position:____________Department:_______________ Supervisor:___________

第十六頁，共23頁。PartIIntroductionWelcometothenewposition(giveyourname,findoutwhatnametheemployeepreferstobecalled,etc.)TourofthepropertyTourofdepartmentworkareaIntroductiontofellowemployeesPartIIDiscussionofDailyProceduresBeginning/endingtimeofworkshiftBreakandmealperiodsUniforms(responsibilitiesfor,cleanlinessof,etc.)

PartIIIInformationaboutSalary/WagesRateofpayDeductionsPayperiodsOvertimepoliciesCompletionofallpayroll,withholding,insurance,andrelatedformsOther(specify)第十七頁，共23頁。PartIVReviewofPoliciesandRulesSafetyPunctualityAbsenteeismEmergenciesLeavingworkstationPackagesFires,accidents,andemergenciesMaintenanceanduseofequipmentIllnessUseoftelephoneSmoking/eating/drinkingVacationsOther(specify)

第十八頁，共23頁。PartVEmployeeHandbook/RelatedInformationReceivedandreviewedReviewofemployeeappraisalprocessReviewoforganizationalchartReviewofjobdescriptionReviewofdepartment’sresponsibilitiesReviewofallbenefitplansDiscussionofperformancestandardsDiscussionofcareerpathpossibilities第十九頁，共23頁。根據(jù)不同的議題，制訂(zhìdìng)具體培訓(xùn)的時間表。OrientationPlan(Morning)StepsContentsActivitiesTime1WelcomeremarkHRmanagerspeech5min2Tourofpropertyanddepartmentworkarea(GMoffice,Finance,HK,F&B,Engineering,FO,Recreation)Trainingmanager1.5hr3Break10min4IntroductiontofellowemployeesTrainingmanager15min5Beginning/endingtimeofworkshiftTrainingmanager15min6BreakandmealperiodsTrainingclerk10min7Uniforms(responsibilitiesfor,cleanlinessof,etc.)HKmanager45minCont.第二十頁，共23頁。PartIVSupplementaryReadingNewWords&Expressionscommercialn.

uniquen.

overbookingn.

potentialadj.reputationn.taketheriskameansofsth.yieldn.perishablen.adoptv.demandn.商業(yè)的獨特的超額預(yù)訂可能的，潛在的名譽冒險一種手段收益易壞的，易逝的采用需求第二十一頁，共23頁。TheManagementofCommercialAccommodationWhileitisrecognizedthatthemanagementofcommercialaccommodationprovisionisacomplicatedbusinessanditisamissionimpossibletodiscussallaspectsofthisactivityinashortversion,therearestilltwofairlyuniqueaspectsofthemanagementofcommercialaccommodation.First,theconceptofoverbookingisarelativelycommonactivitywithincommercialaccommodation.Overbookingistheactofsellingmoreroomsthanareactuallyavailableinanattempttoensurethattheaccommodationelementofthebusinessisfull.Thisactivityhasincreasedinpopularityduetothenumberofreservationprovision.Forexample,accordingtothereservationsystem,ahotelmightbefullybooked.However,guests’plansmaychangeresultingintheircancelingtheirreservation,ornotinformingthehotelandjustnotturningup.Dependingonthetimeofyear,thelevelofcancellationsandnoshowsmightbeashighas15%andinordertocombatthis,hotelswillregularlyoverbookbyasimilaramount.Overbookingis,however,asensitiveactivityandshouldaguestwithareservationturnupthentechnically,thehotelhasbreachedthecontactwiththatguest.Duetopotentiallegalliabilityandthesubstantialdamagetothehotel’sreputationandgoodwill,somehotelshavecompletelyeliminatedthepracticeofintentionaloverbooking.Otherscontinuetotakethatriskinanefforttoensurethattheirhoteliscompletelyfull.第二十二頁，共23頁。Secondly,andinanefforttomanagethereservationsystemmorecloselyandasameansofensuringthemaximumnumberofroomsarefull