酒店英語(yǔ) 課后習(xí)題 周寒瓊

Chapter1

Project1Operator

Practice

Makeupconversationsaccordingtotheinformationprovidedbelow:

Task1

Oneoftheguestsasksforawake-upcalltomorrow.Haveaconversationbetweenoperatorandtheguestwiththeinformationgivenbelow.

Guest’sName:JenniferZhao

Roomnumber:1616

Request:Amorningcallat6:00a.m.

Arrangement:Leavethehotelat6:30tomorrowmorningandflytoHongKong.Ataxiisneeded.

Task2

YouareanoperatorinHualuxeHotel.YoureceiveaphonefromMissJenniferZhang’sfriend.JenniferZhanghappensnottobeinthehotelandhermobilephoneispoweredoff.YouaskthecallerifhewantstoleaveamessageforMissZhangwithhisphonenumbersothatMissZhangcancallhimbackwhenshereturns.

Project2Reservation

Practice

Task1

LilyWilsonisareservationistatCrownePlazaHangzhou.ShetakesaphonecallfromaBritishguestwhowantstoreservearoomthroughalong-distancecall.Completethefollowingconversationwiththeappropriatewordsandphrases.

L:Lily G:Guest

L:Goodafternoon.CrownePlazaHangzhou,Reservation.HowmayIhelpyou?

G:Yes,hello.I’dliketo(1)______________fornextMondayandTuesdaynight,please.

L:Soyouwill(2)___________on7Juneand(3)_________on9June?

G:Yes,that’sright.

L:Andwouldyoulike(4)___________or(5)_________________?

G:Non-smokingroom,please.

L:Non-smokingroom…Yes,wehaveasingleroom(6)_________forthosedays.

G:Thankyou.Howmuchistheroomrate,please?

L:Theroomrateis(7)____________________,sothat’s1360Yuanintotal.

G:Ok,noproblem.

L:MayI(8)_________________,please?

G:Yes,it’sHarryClinton.

L:Mr.HarryClinton.I’vegotthat,Mr.Clinton.Haveyoustayedwithusbefore?

G:No.It’smyfirsttimetoHangzhou.

L:MayIhave(9)___________________,please?

G:Sure.It’

L:Thanks.Whattime(10)__________________onMonday?

G:I’llbethereby2p.m.,Iexpect.

L:So,Mr.Clinton.YouhavebookedaNon-smokingsingleroomfromJune7thto9that(11)____________andyourphonenumberiIsthatright?

G:Yes,good.Thankyou.

L:You’rewelcome.

Task2

Makeupaconversationaccordingtotheinformationprovidedbelow:

GuestInformation：

Name: MikeJackson

ArrivalDate: October27th

FlightNumber: CA961

ExpectedArrivalTimeoftheFlight:14:45

DepartureDate: October29th

ContactNumber: (0/p>

RoomType: Executiveroomwithking-sizebed

Guaranteed: Yeswithcreditcard

Reservationist:

RoomRate: RMB1600Yuanpernightincludingbreakfast

AirportPick-upService: 600Yuan

Project3Concierge

Practice

Makeupconversationsaccordingtotheinformationprovidedbelow:

Task1

Guest:

Youhavejustcheckedin.Abellmanisshowingyoutoyourroom.You’vegottwosuitcasesandonebag.Youaskquestionsabouthotelservices.

Bellman:

It’s8:30intheevening.Theguest’sroomisonthe15thfloor.Youwanttoknowhowmanybagstheguesthas.Youshowtheguestaroundtheroomanddescribefacilitiesofthehotelandtheroom.Moreover,youanswerquestionsabouthotelservices.

Task2

Guest:

You’regoingtocheckout.YoutelephonetheFrontOfficetosendabellmantopickupthebaggage.Yourroomnumberis1206.

Operator:

Youanswerthephoneandpromisetosendabellmantotheguestroom.

Bellman:Youcometotheroomtobringdowntheluggage.Youaskabouthowmanybagstheguesthasandifthere’sanythingvaluableorbreakableintheguest’sbag.

Project4Check-in

Practice

Makeupconversationsaccordingtotheinformationprovidedbelow:

Task1

Guest:You’dlikeasuperiorroomfortonight.Youhavenoreservation.

Receptionist:It’s9:00intheevening.Afterchecking,youcanlettheguesthaveasuperiorroomforonenight.Theroomrateis$120includingbreakfast.Thebellmanwillshowtheguestuptohisroom.

Task2

Guest:YournameisJohnMiller.Youandyourwifemadeareservationforadoubleroomforoneweek.Nowyouaregoingtocheckin.

Receptionist:It’s2:00p.m.Youaregoingtoregisterthecouplewithreservation.

Project5Check-out

Practice

Makeupconversationsaccordingtotheinformationprovidedbelow:

Task1

Guest:

YournameisMr.White.YouwereinRoom1202andyou’dliketocheckout.YouhadbreakfastintheADDrestaurantthismorning.YouasktheGuestServiceAgenttoexplainwhatthechargeof15Yuanisfor.You’dliketosettleyourbillwithcreditcard.

Receptionist:

Mr.White’sbillcomesto880Yuan.The15Yuanisfortheservicechargeofthebreakfast.Youhelptheguesttocheckout.

Task2

Aguestischeckingoutnow.Haveaconversationwiththeinformationgivenbelow.

Guest’sName: HarrisonFord

Roomnumber: 808

Purpose: Checkingout

MethodofPayment: Incash

Project6Information

Practice

Makeupconversationsaccordingtotheinformationprovidedbelow:

Task1

Mr.JasonisaskingthewaytotheHealthClubandtheBusinessCenter.Youaretheconciergeclerk.Pleasehelphimgetaroundthehotel.

Task2

Mr.ParkisleavingHangzhoutomorrow.TodayheisfreetogoshoppingandsightseeingonHefangStreet.Youaretheconciergeclerk.PleasegivedirectionsandbrieflyintroduceHefangStreettohim.

Project7Complaints

Practice

Makeupaconversationaccordingtotheinformationprovidedbelow:

Task1

Guest:

Youwanttocheckout.Younoticeamistakeonthebill.Youarenon-smoker,butyouarechargedapackofcigarettes.Youcomplainthatthereisamistakeonthebill.

Cashier:

Youcheckwiththeguestandfindoutthatthereisreallyamistakeonit.Youapologizeforthemistakeandmakepropercorrections.

Task2

Youareanoperator.Aguestcomplainsaboutthenextdoorguestwhoheldpartythewholenight.YoureportittotheAssistantManagerandtheAMwillsolveitimmediatelyhimself.

Chapter2Housekeeping

Project1RoomCleaning

Practice

Makeupconversationsaccordingtotheinformationprovidedbelow:

Task1

Youarearoomattendant.Youaregoingtocleantheroom.Buttheguestinsidedoesn’tfeelwell.Yourecommendsendingforadoctor.Theguestwouldrathertakeabathandhaveagoodrest.Youdoastheguestrequests.

Task2

Youareaguestinahotel.Theroomattendantcomestoaskifshecancleantheroomforyouwhenyouaregoingoutforthebreakfast.Youtellhertocomebacklaterandchangesomefreshtowels.

Project2LaundryService

Practice

Makeupconversationsaccordingtotheinformationprovidedbelow:

Task1

Youwanttodosomelaundry.You’dliketohavetheclotheswashedbyhandincoldwaterwithnostarchandnobleach.Youalsowanttofindsomeonetohavethetorndressmended.

Task2

Ms.Greenhasanembroideredleathercoattobedry-cleaned.Theroomattendantisnotsureifthehotelhastheequipmenttodothelaundry.Soshehastocheckwiththelaundrymanagerfirst.

Project3Maintenance

Practice

Makeupconversationsaccordingtotheinformationprovidedbelow:

Task1

Mr.GreencalledfromRoom1612becausetheshowerheadintheroomiscloggedup.YouareHousekeepingassociateandtellhimyouwillsenduparepairmanatonce.

Task2

Theguestcomplainstheair-conditionerinhisroomisnotworkingwell.Itismuggyandhumid.Hefeelsveryuncomfortable.Youinformthemaintenancetofixitoryouwillchangearoomfortheguest.

Project4OtherService

Practice

Makeupconversationsaccordingtotheinformationprovidedbelow:

Task1

Mr.Greenhasjustarrivedathotelandissufferingfromjetlag.Hehasanupsetstomachtoo.Youaretheroomattendant.Youcometotheguest’sroomtodothecleaningandfindtheguestisnotfeelingwell.Youtakecareofhimandcalltheresidentdoctorimmediately.

Task2

Mrs.Greenisgoingtoattendameetingthisafternoon.Shehasa5-year-olddaughter.Youaretheroomattendant.Youtelltheguestthatthereisreliablebabysittingserviceinthehotelwiththestandardchargefortheserviceandtheminimumtime.

Project5Complaints

Practice

Makeupconversationsaccordingtotheinformationprovidedbelow:

Task1

Theguestiscallingtocomplainthatthereisapaintodorinyourroom.Itgiveshimaheadacheandhehastochangeroom.YouaretheGuestServiceAssociate.Youapologizefirstandexplainthatthehotelhasbeenredecoratedrecently.

Task2

Theguestlostherdiamondnecklaceinthehotel.Shethinkstheroomattendantmightstealitandwanttoturnthemattertothepolice.Themanagerdealsthecomplaint.Atlast,theHousekeepingreportsthatthenecklaceisfoundinthepocketofthelaundry.

Chapter3FoodandBeverage

Project1TableReservation

Practice

Makeupconversationsaccordingtotheinformationprovidedbelow:

Task1

Theguest’snameisLindaChen.ShecallsthehoteltomakeabookingatFreshrestaurant.It’sfor2peopleat7:00p.m.onFridayMarch18th.Youtakethereservationandasksomequestions.Finally,youconfirmthebooking.

Task2

Aguestphonesarestaurantandwantstoknowwhattimetherestaurantopens.Hewantstoreserveatableforsixat7p.m.Buttherearenotablesfreeuntil8:30p.m.Youtakethephoneorderanddealwiththeproblem.

Project2ChineseRestaurant

Practice

Makeupconversationsaccordingtotheinformationprovidedbelow:

Task1:

Youarehavingdinnerwithyourfriend.Yourfriendlikeshotandspicyfood.Askthewaitertorecommendtherestaurant’sspecialties.

Task2:

TwoforeignershaveorderedsometraditionalChinesedishes.Theyaskthewaitertoexplainthedishesforthem.

Project3WesternRestaurant

Practice

Makeupaconversationaccordingtotheinformationprovidedbelow:

Task1

YouandyourfriendarehavingdinnerinFreshrestaurant.Youwanttoknowwhatthespecialtiesare.You’llhavethebakedpotatoes.YourfriendwillhaveaT-bonesteak(medium),Frenchfries,mushroomsandtomatoes.Youbothwantthewinelist.

Thewaiteraskswhetheryouandyourfriendarereadytoorder.Thechef’sspecialtiesaresirloinsteak,T-bonesteakandlobster.Heaskshowthesteakshouldbedone:rare,mediumorwell-done.Healsoasksyouandyourfriendwhethertheywantanythingtobeginwith.

Task2

Theroastbeefyouorderedissoldout,youaskforthesuggestionsfromthewaiter.Thenyouordersomedrink.

Project4Bar

Practice

Makeupaconversationaccordingtotheinformationprovidedbelow:

Task1

YouorderWhiskyontherockswithoutwater.Youwanttochargethistoyourroom.Thebartendertakesyourorder,asksaboutyourpreferencesandpayment.Atthesametimehemakespositivesellingandhasasocialconversationwithyou.

Task2

Mr.DuissittingatthebarcounteraloneandWuJiedevelopsafreeconversationwithhimwhileservinghimthewine.

Project5RoomService

Practice

Makeupaconversationaccordingtotheinformationprovidedbelow:

Task1

Aguestwouldliketoordertwotunasandwichesandalargepotofcoffeewithoutsugarandcream.Hewantshiscoffeestrongandheaskstheordertobedeliveredimmediately.Youtaketheorderbytelephone.

Task2

Aguestwantstohavebreakfastinhisroom.He’dlikebacon,toast,hardboiledeggsandacupofblacktea.Hisroomnumberis602.Youtaketheorderbytelephone.

Project6Banquet

Practice

Makeupaconversationaccordingtotheinformationprovidedbelow:

Task1

TheexhibitionplannerHarrySmithwantstoreserveanexhibitioninthehotelfromApril25thto27th.You,theConventionServicemanager,receiveMr.HarrySmith.

Task2

350peoplewillattendtheInternationalSeminarofTeachinginIntercontinentalBeijing.Theyneedthelargestconferencehall,6smallmeetingroomsandasmallexhibitionroombesidethem.Theywanttoreserve240standardrooms,20juniorsuitesand30deluxesuitsforVIPinall.Thesupperonthefirstdayandthelastdayoftheconferencearebanquets.Buffetsareforothermeals.Youareresponsibleforreceivingthegroupandnegotiatingaboutdetails.

Project7Complaints

Practice

Makeupaconversationaccordingtotheinformationprovidedbelow:

Task1

YouareIslamic.YourorderisaRoastLambChop,butthewaiterservesadishthatlookslikeRoastPorkChop.Youareveryangryandyouwanttoseethemanager.Themanagerapologizesand