Unit 2 Hotel Service

UNIT2HotelServiceYouwillbeableto:1.helpguestscheckinandcheckoutinahotel.2.helpguestsunderstandhotelinstructionsigns.3.helpguestsdealwithemergencies.Contents1Warmingup3ReadingandWriting5CultureCorner6MyProgressCheck4ExtendedActivities2ListeningandSpeakingListenandmatch.1WarmingupListenandchoose.Warmingup21.Theguestfallsoverbecause____.A.heissleepyB.theflooriswetandslipperyC.heisdrunk2.____hurtswhenhefalls.A.HisbackB.HisarmC.HislegPOOOOPKeysentences1.Thefloorisslippery.2.Maybeyoudidn’tseethesign.3.MayIhelpyoutothelift?Guest:Ouch!!Clerk:What’swrong?Oh,areyouOK,sir?Letmehelpyou!Guest:Thanks!Myleghurtsalittle.Thefloorisslippery.Clerk:Sorryaboutthat.Maybeyoudidn’tseethesign–Caution:Wetfloor.Guest:Oh,Iseeitnow.Ishouldhavebeenmoreattentive.Clerk:Howareyoufeelingnow?MayIhelpyoutothelift?Guest:I’mmuchbetternow.Thankyou.Learnthewordsandexpression.ListeningandSpeakingcharge收费per每havealookat...看一看……deposit押金1Listentothedialogueandrepeat.ListeningandSpeakingReceptionist:Goodmorning.WhatcanIdoforyou?MrPan:Morning.I'dlikeadoubleroomwithadoublebedforthreedays.Receptionist:I'mverysorry,butwedon'thavesucharoomavailable.Howaboutadoubleroomwithtwinbeds?MrPan:OK.Whatistheroomrate?Receptionist:$200pernight.MayIhavealookatyourpassports?Andpleasefillinthisform.MrPan:Hereyouare.(aminutelater)Receptionist:Thankyou.Couldyoupleaseleaveadepositof$600?MrPan:OK.I'llpaywithmyVisacard.Receptionist:Yourroomnumberis1369andhereisyourcardkey.Wishyouapleasantstay!2Answerthequestions.ListeningandSpeaking1.WhatroomdoesMrPanwant?32.Whatroomwillhestayin?3.Howmuchdoesheleavefordeposit?Hewantsadoubleroomwithadoublebed.Hewillstayinadoubleroomwithtwinbeds.Heleavesadepositof$600.•客人登记入住（checkin）时，宾馆前台服务员要请客人出示证件，填写登记表（registrationform），缴纳预付金（deposit），并把房卡或钥匙交给客人。•doubleroom:（宾馆等的）双人间。单人间是singleroom，套间是suite。•doublebed:双人床。twinbeds意思是“两张单人床”。Notes:Completethesentences.ListeningandSpeakingfillintwinbedscharge1.Howmuchdidthey______forthemeal?2.—I’dlikeadoubleroomfortonight,please.—Wouldyoulikearoomwith________oradoublebed?3.MayI____________yourIDcard?4.Please____thisformandthengiveittome.havealookat4havealookatchargetwinbedsfillinReceptionist:Goodmorning.CanIhelpyou?MrPan:I’dliketomakeaflightreservationtoBostononSunday.Receptionist:1)_______________________MrPan:UA802inthemorning.Receptionist:UA802.OK.2)__________________________MrPan:One.Justaneconomy-classseat.What’sthefare?Receptionist:Asingleticketis$500foreconomy-classtoBostononthemorningof15September.3)________________MrPan:That’sfine.Receptionist:4)__________________________________WecandeliverthetickettoyourroomonSaturdaymorning.MrPan:PanWei.Room1369.Thankyouverymuch.Receptionist:Mypleasure.Listenandcompletethedialogue.ListeningandSpeakingA.MayIhaveyournameandroomnumber?B.Howmanyticketsdoyouneed?D.Ittakesoffat9:30.C.Whichflightwouldyoulike?5Whichflightwouldyoulike?Howmanyticketsdoyouneed?Ittakesoffat9:30.MayIhaveyournameandroomnumber?Pairwork.Completethedialogue.ListeningandSpeaking周六上午，宾馆服务员到1369房间给MrPan送他预订的机票。MrPan:Clerk:MrPan:Clerk:MrPan:Goodmorning.Goodmorning,MrPan.Hereistheplaneticketyoubooked.Thankyouverymuch!You’rewelcome.Pleasechecktomakesurethisistheticketyouwanted.…6MrPan:Goodmorning.Clerk:Goodmorning,MrPan.Hereistheplaneticketyoubooked.MrPan:Thankyouverymuch!Clerk:You’rewelcome.Pleasechecktomakesurethisistheticketyouwanted.MrPan:OK.Letmesee.UA802toBoston,aneconomy-classseat.Butwhereisthedate?Clerk:Thereitis.Thedateofflightis15September.Ittakesoffat9:30am.MrPan:Oh,that’sfine.Thankyousomuch.Clerk:Mypleasure.为客人预订机票/火车票时，一定要记录客人的具体要求，如：航班号/车次、目的地、日期、舱别/铺别、数量（quantity），并请客人核实。最后，要记录客人的姓名和房间号，也可以请客人留下电话号码，以方便联系。Learnthewordsandexpressions.ReadingandWritingpoweroutage停电besorryfor...因为……抱歉bebusydoing忙于做lookinto调查cause原因relax放松solveaproblem解决问题1MrPan:Hello!ThisisRoom1369.There’snoelectricityinmyroom.I’mincompletedarknessnow!What’sthematter?Receptionist:Pleasedon’tworry.Thewholebuildingishavingapoweroutage.We’reverysorryforthis.Ourelectriciansarebusylookingintothecauseoftheaccident.MrPan:Whatshouldwedofornow?Receptionist:Calmdownandrelax.Youwillbeverysafeinyourroom,sopleasewaitthereanddon’twalkaround.Wewillsolvetheproblemassoonaspossible.MrPan:OK.Thankyou!Receptionist:Thankyouforyourpatience.Readthedialoguewiththesequestionsinmind.ReadingandWriting21.What’sthematterwiththewholebuilding?2.WhatdoesthereceptionistaskMrPantodo?Thewholebuildingishavingapoweroutage.ThereceptionistasksMrPantocalmdownandrelax.Shealsoaskshimtowaitthereandnottowalkaround.Completethedialogue.3ReadingandWriting(五分钟后,服务员上门解释停电原因并道歉。)MrPan:Comein,please.Clerk:Excuseme,MrPan.1)_____________________(您没事儿吧？)MrPan:Yes,I’mfine.Clerk:2)________________________________(刚才发生了停电事故，真是对不起。)Ourelectriciancutanelectricwirebymistake.Nowwehaveconnectedthewire.3)________________________________________________(我们给您带来不便，再一次表示歉意。)MrPan:That’sOK.Areyouallright/OK?I’msorryforthepoweroutagejustnow.(Weare)Sorryagainfortheinconveniencecausedtoyou.遇到紧急情况，服务员一定要冷静，并安慰客人不要紧张，要听从工作人员的安排。紧急情况解除后，服务员要诚恳地向客人解释原因，并为因此给客人带来的不便(inconvenience)道歉。Listenandans