酒店英语1前厅部.docx
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酒店英语1前厅部
UnitOneFrontOffice前厅部
●Reservation
●KindsofHotelReservations
●Concierge
●Check-inandCheck-out
----第一节Reservation预订服务
Ⅰ.Newwords&expressions
1.Confirm[kən’fə:
m]v.2.Refuse[ri’fju:
z]v3.recommendvrecommendation
4.Showern5.situate6.enclose7.depositv/ndepositordeposition
8.Advanceddeposit9.atradefair
10.ETA：
Estimatedtimeofarrival11.Gtd:
guaranteedbooking
Weprovidea5-yearguaranteeagainstrust.
12.WhiteSwanHotel13.Receiptn14.Cancellation
15.Engage~in16.Milan
Ⅱ.Reservationprocedures
Ⅲ.Dialogs
（一）AcceptingaReservation
（C=clerkB=BillJackson）
Mr.BillJacksonwantstomakearoomreservationforhimself.
C:
Goodmorning.ThisisRoomReservation.MayIhelpyou?
B:
Yes,I‘dliketoreservearoom.
C:
Thankyousir.Forwhichdate?
B:
FromJune6
C:
MayIknowforhowmanynights?
B:
Fortwonights.
C:
Howmanypeoplearethereinyourparty,sir?
B:
Justmyself.
C:
Whichkindofroomdoyouprefer,asingleoradouble?
B:
Adouble,please.
C:
Couldyouholdthelineplease?
Justamomentplease.
Thankyouforwaiting,sir.Wehaveadoubleat560Yuanandanotherat680yuan.Whichwouldyouprefer?
B:
I’lltaketheoneat680Yuan.
C:
MayIhaveyournameandtelephonenumber?
B:
It’sBillJackson,066-5589328
C:
Thankyou,Mr.Jackson.I’dliketoconfirmyourreservation.Adoubleroomat680YuanpernightfortwonightsfromJune6thto8th.MynameisJaneLee.Welookforwardtoservingyou.
（二）RefusingaReservation
（C=Clerk,G=Guest）
C:
Goodmorning,RoomReservation.MayIhelpyou?
G:
Iwanttomakeareservationforatwinroom.
C:
Forwhen,sir?
G:
October18th.
C:
Onemoment,please.Letmecheckourlist.
I’msorry,sir.I’mafraidourhotelisfullybookedonthatday.Isitpossibleforyoutochangeyourreservationdate?
G:
No,that’snotpossible.Canyourecommendanotherhotelthatwon’tfullup?
C:
Certainly,sir.YoucantrytheWhiteSwanHotel.
G:
Thankyouverymuch.
C:
Gladtobeofservice.
（三）AConfirmationLetter
DearSir,
Thisletteristoconfirmmyfaxandyouransweroftodayinwhichyouagreedtoreservetwoseparateroomswithshowerandbath,fullpension,from12thJuneto20thJuneinclusiveforMr.P.R.DellandMr.A.Newsome,whowillbeattendingtheFashionTradeFairinMilan.
Couldyoumakesurethattheroomsaresituatedatthebackofthehotel,notastheroomstheyweregivenlastyear,overlookingthemainroad,andrathernoisy?
Iamenclosingabanker’sdraftfor＄80asadeposit.Couldyoupleaseacknowledgethereceipt?
Yourssincerely,
JackMilton.
Writingskills:
书信的格式通常包括：
信头、称呼、正文、客套语和署名等部分。
另外：
在书信格式特别是商务信函格式上常用的主要有以下两种布局：
1）缩进式（IndentedStyle）
缩进式私人信函的信头右对齐，其余与商务信函的格式相同。
2）齐头式（BlockedStyle）
齐头式私人信函的信头左对齐，其余与商务信函的格式相同。
a
信头
日期
信内地址
称呼
主题
结束客套语
签名
附件
.
正文
信头
日期
信内地址
称呼
主题
结束客套语
签名
附件
b.
信头例子：
ReservationDepartment
SummerTravelService
230HuaihaiRoad
Shanghai,200001
September8,2008
Mr.JohnLee
223WesternRoad
Shanghai200021
a
ReservationDepartment
SummerTravelService
230HuaihaiRoad
Shanghai,200001
September8,2008
Mr.JohnLee
223WesternRoad
Shanghai200021
b.
Ⅳ.ReservationForm
ReservationForm
Dr/Mr/Mrs/Miss/Ms
Arr.Date:
Dep.Date:
No.ofPerson:
No.ofNights:
RoomType:
No.ofRooms:
EAT:
RateQuoted:
ContactName:
CompanyName:
PhoneNo.GtdBooking:
MethodofPayment:
CreditCardNo.:
Remarks:
Conf:
Yes/No
Takenby:
Date:
Supplementaryknowledge（1~2课时）
HotelABC
（一）、Isthereanyfive—starhotelinyourcity?
Whatarethey/isit?
1、饭店等级（HotelCategories）
Five-star（luxury）luxurious
Four-star（highcomfort）
Three-star（averagecomfort）
Two-star（somecomfort）
One-star（economy）
2、饭店分类（HotelClassification）
Conventionhotel会议饭店catertothemeetingvisitor
Touristhotel旅游饭店
Resort旅游度假饭店mayfocusonattractingvacationerswhosimplywanttolieinthesunforweeks
Stateguesthouse国宾馆entertainimportantguestsandvisitors
forexamplecountryleaders
Apartmenthotel公寓饭店Itisanidealchoiceforafamilywithkidstheyprovidehotelroomswithfully—equippedkitchens.Itcombinestheluxuryofahotelandthecomfortandcozinessofasweethome.Thereareone-bedroomandtwo-bedroomapartments.
Casinohotels:
builtforonepurposetoattractpeoplewhowillengageingambling.
Morefamoushotel：
YouthHostel（Thelodgingcantake4to8peopleinoneroom）
InordertouseYouthHostel,youneedtohaveamembershipcardissuedbyInternationalYouthHostelFederation.
BecauseHotelsinbroadsenserangefrombed-and-breakfastfamilyoperationtomega-hotelofseveralthousandsofroom.Hotelscanbeclassifiedaccordingtotherate,locationandtypeofguests.
（二）IntroducingaHotelandHotelFacilities（Dialogs）
1、IntroducingaHotel介绍酒店
（A=SalesManage,B=TravelAgent）
（ThesalesmanagerofSheratonisgoingtoatravelagencytohaveatalkwithatravelagent）
A:
Goodmorning,IamJackyLee,salesmanagerfromSheraton.
B:
Goodmorning,IamLindaYu.
A:
Nicetomeetyou.
B:
Nicetomeetyou,too.
A:
TodayI’mheretointroduceourhotelandIhopeyourtouristswillstayatourhotel.
B:
I’mgladtohearthat.
A:
Ourhotelisafive-starhotelandisoneofthebesthotelsinGuangzhou.Thereareover600roomsofinternationalstandard.Wehaveverygoodrestaurantsandbars,andyourguestscangetthebestservices.
B:
Good.Haveyougotanybrochuresaboutyourhotel?
A:
Yes,hereyouare.
2、IntroducingHotelFacilities介绍酒店设施
（R=Receptionist,S=Steven）
R:
Hereisyourroomkey.Yourroomis2805.Ifyoushowyourkey,youcangeta10%discountattherestauranthere.Also,withthisyoucanusetheHealthClubforfree.
S:
Whatkindofrestaurantsarethereinyourhotel?
R:
WehavetwoChineserestaurantsandanItalianrestaurant.Theyareallonthesecondfloor.Thereisacoffeeshopandabakeryonthelobbyfloor.Also,thereisasupermarketonthethirdfloor.TheHealthClubisonthefourthfloor.
S:
Great,thankyouverymuch.
R:
I’mgladtobeatyourservice.
Cloze
YouthHostel
YouthHostelsarethebestplacesforworld’syoungpeopletoenjoy
（1）withlessexpense.Thelodgingcantake4to8peopleinoneroom.The
（2）isbetween20and80perperson.Theguestsarerequestedtohelpthemselves（3）choressuchassettingandcleaningtheirowntable,orputtingsheetsontheirownbeds.Butyoucanmakefriendswithyourroommatesontheinstant,andwouldnotfeel（4）.
InordertousetheYouthHostel,youneedtohaveamembershipcardissuedbyInternationalYouthHostelFederation.Amembershipcardis（5）shortlyafteranapplicationformisfilledandsubmitted.
1.a.ravelb.totravelc.traveling
2.a.rateb.typec.money
3.a.withb.toworkc.on
4.a.aloneb.lonelyc.single
5.a.issuedb.givenc.bought
-----第二节KindsofHotelReservations预订类型
Ⅰ.Newwords&expressions
1.Vacancy空的，未被占用的；（空房可出租的）
2.limo[liməu]=limousine[liməzi:
n]（机场、车站等接送旅客的）中型客车，大型豪华轿车
3.deluxe[di’lʌks]~room
4.colleague
5.Check-intime
6.Simth&SonCompany
7.CustomerAffairsManager
8.ConventionHotel
9.Accommodation[ə,kɔmə’deiʃən]accommodateoneselfto
Ⅱ.TypesofTours
1.inclusivetour（包价旅游）tourincludingtransportation,hotels,transfers,sightseeingandmeals
2.foreignindividual/independenttour（，散客旅游，FIT）
一般指境外散客游
Aprepaidtourincludingair,hotel,groundtransfersandprearrangedsightseeingandguideserviceforindividuals
Domesticindependenttour
3.fly-drivepackagetour（自驾游）aninclusivetourinwhichthetravelercanhaveaself-driverentalcar.
4.escortedtour（全程陪同旅游）aprepaidtravelprogramofsightseeing,mealsandaccommodationsforagroupaccompaniedbyanescortfromthebeginningtotheendofthetrip.
5.Conductedtour有导游陪同的旅游
Aprearrangedtravelprogramforagroupescortedbyaguide.
6.leisuretravel休闲旅游
Atourinwhichtravelerscanrelaxanddothingstheyenjoy.
7.cruise豪华游艇旅游【kru:
z】海上巡游
Atouronalargeshiporaboatforpleasure
8.specialinteresttour专门兴趣旅游专题旅游
Atourdesignedforclientssharingcuriosityorconcernaboutacommonsubject.
A-Z[eitui’zed]包含一切的
Tourescortpick-upservice
Ⅲ.Dialogs
（一）AnFITRoomReservation（散客预订）
AclerkwithHiltonHotelisansweringacallfromacustomerwhowouldliketobookhotelroomsintheHiltonHotel.
（S=StaffC=Customer）
S:
Goodmorning.HiltonHotel.CanIhelpyou?
C:
Goodmorning.Haveyougotanyvacanciesforthenightsof22ndand23rd?
I’dliketomakeareservationforthetwonights.
S:
Allright.Singleordoubleroom?
C:
Doubleroom,please.
S:
Letmecheck…Yes,wehaveadoubleroomavailable.
C:
Isthatwithorwithoutbath?
S:
It’saroomwithshowerandtoilet.
C:
Thatsoundsfine.Isthereair-conditioning?
S:
Certainly,sir.
C:
Howmuchwillitbeforonenight?
S:
Letmesee.AdoubleroomisRMB600Yuanpernight.
C:
Doesthatincludebreakfast?
S:
Yes,thatincludesaChineseor
C:
DoyouacceptVISA?
S:
Yes,wedo.Whattimewillyoubearriving?
C:
Ishouldbetherearound5:
30p.monthe22nd.
S:
OK,sir.CouldItakeyournameandcontactnumber,please?
C:
Yes,myname’sBillJackson/MostaqMissouri.It’sIndia567-998.
S:
Couldyouspellthatplease?
C:
M-O-S-T-A-Q,M-I-S-S-O-U-R-I.
S:
Mr.MostaqMissouri.Adouble-roomwithbathandair-conditioningforthenightsof22ndand23rd.AmIcorrect?
C:
Yes,that’sright.Thankyou.
S:
Thankyou,sir.Welookforwardtoyourcoming.Goodbye.
（二）ACorporateRoomReservation（公司预订）
PeterSmithwiththeYouthTradingCompanyiscallingtheReservationsofNewGardenHoteltoreserveroomsfor
升级会员 