酒店情景英语对话

上海悦莱饭店管理有限公司HappybackHotelmanagementCo.Ltd.1PARTⅠTHEFRONTOFFICEINTRODUCTIONThemanager’sRemarksTheaimofahotelistocreateahomeawayfromhomeforallthetravellingguestswhoneedrest,foodanddrink.Thefrontofficeofahotelisnotonlyits“shopwindow”butalsoits“nervecenter”.Thefrontofficestaff’sefficiencyandpersonalityareofgreatimportancetoguest’svacationorbusiness,andindeed,thehotel’soperationitselfaremadeorruined.Thefrontofficestaffseemto“doitall”-receivereservations,registerguests,assignrooms,distributebaggage,storeguests’valuables,provideinformation,delivermailsandmessages,exchangeforeigncurrencies,checkroomoccupancies,checkguestsoutandsoon.Inordertofulfilthesetasks,thestaffmusthaveaneatandsmartappearance,goodmanners,adaptability,knowledgeoflanguagesandaheadforfigures.Themostimportantofallthequalitiesisareallikingforpeopleandawarmdesiretohelpthem.Besides,frontdeskstaffshouldencourageandsettletheguests’complaints.Thatwillsootheanunhappyguestandrevealthehotel’sproblemssothattheoperationcanbebettered.Inshort,allstaffoughttorememberthatthehotelwillenjoygreaterfinancialsuccessonlywiththegreatersatisfactiontheguestsreceivefromthe“homeawayfromhome”.WordListRemarkn.陈述、言语Nerven.神经efficiencyn.效率personalityn.个性上海悦莱饭店管理有限公司HappybackHotelmanagementCo.Ltd.2Realizationn.实现Operationn.经营Ruinυ.崩溃、毁灭Reservationn.预订Registerυ.登记、注册Assignυ.分配、指定Baggagen.行李Distributeυ.分发Deliverυ.投递、递交Occupancyn.居住、占用Currencyn.货币smartα.活泼的、精明的appearancen.外表goodmanners彬彬有礼adaptabilityn.适应性figuren.数字settleυ.解决、安定complaintn.投诉、抱怨sootheυ.安抚revealυ.显示financialα.财政的、财经的satisfactionn.满意UsefulExpressionsNotonly…butalso…不仅…而且…toseento似乎，好像……alikingfor对……喜爱Sothat…以便TocheckSB.Out结某人的帐（以使之可离开旅馆）inorderto为了……oughtto应当……inshort简言之，总而言之上海悦莱饭店管理有限公司HappybackHotelmanagementCo.Ltd.3UNIT1RoomReservations1-1AlongDistancecallReservationScene:HenryBellow(B)andMargaretBellow(M),anAmericancouple,aregoingtospendtheirHolidaysinChina.NowMr.BellowismakingareservationatHaitianHotelinShanghaithroughalongdistancecall.Reservations(R):ShanghaiHaitianHotel.ReservationDesk.CanIhelpyou?B:I’mcallingfromNewYork.I’dliketobookaroominyourhotel.R:Whatkindofroomwouldyoulike,sir?Wehavesinglerooms,doublerooms,suitesandDeluxesuitesinJapanese,British,Roman,Frenchandpresidentialstyles.B:ABritishsuite,please.R:Wouldyoulikebreakfast?B:No,thanks.R:Canyougivemeyournameplease,sir?B:Bellow.B-E-L-L-O-W.R:Thankyou,Mr.Bellow.Andyourarrivalanddeparturedates?B:FromMay26thtoMay29th.R:Verywell,Mr.Bellow.BritishsuitewithoutbreakfastfromMay26thtoMay29th.AmICorrect,Mr.Bellow?B:Yes,thankyou.R:Whattimewillyoubearriving,Mr.Bellow?B:Around5:00p.m.R:Allright.You’llbeexpectedtobeherethen.上海悦莱饭店管理有限公司HappybackHotelmanagementCo.Ltd.4B:That’sfine.Thankyou,madam.Good-bye.R:Good-bye.1-2AGroupReservationScene:Thetelephonerings.TheReservations(R)answersthephone.R:Reservations.MayIhelpyou?Client(C):Yes.TheAmericanPeople-to-peopleEducationDelegationwillbevisitingShanghaiAttheendofthismonth.I’dliketobook10doubleroomswithtwinbedsforfivedays.R:Forwhichdates?C:ForMay23rd,24th,…and27th.R:Onemomentplease,sir.(Thereservationscheckthelist.)Yes,wecanconfirm10roomsforfivedays.C:Thankyou.Isthereaspecialrateforagroupreservation?R:Yes,thereisa10percentdiscount.C:That’sfine.R:Bytheway,howwilltheybegettingtoShanghai?Willtheybecomingbyair?C:Yes.R:Couldyougivemetheflightnumber,please,incasetheplane’slate?C:Oh,sorry.Idon’tknowtheflightnumber,butI’llletyouknowbyphonetomorrow.R:Thankyou,sir.C:Oh,yes.Accordingtotheprogram,they’llhaveameetingonthe25th.Haveyougotabig?Conferencehall?R:Yes,sir,wehaveaverynicemulti-functionhall,butyou’llhavetospeaktothemanagerAboutthat.PleaseholdonamomentandI’llseeifIcanputyouthrough.上海悦莱饭店管理有限公司HappybackHotelmanagementCo.Ltd.51-3ALocalCallReservationScene:TheReservations(R)answersthephoneassoonasitrings.R:Reception.CanIhelpyou?Client(C):I’dliketobookasingleroomwithshowerforMr.GeorgeSmith.HeplanstoarriveOnthe20thofthismonth.R:Howlongwillhebestaying?C:Idon’tknow,butitcouldbeanythingfromseventotend.R:Thenwecanonlyconfirmaroomfromthe20thtothe27th.I’mafraidwewon’tbeabletoGuaranteehimaroomafterthe27th.Weusuallyhavehighoccupanciesinthepeakseasons.C:Whatifthereisn’tanyroomthen?R:Don’tworry,sir.WecaneitherputhimonawaitinglistorfindhimaroominanearbyHotel.C:Fine.Howmuchdoyouchargeforasingleroomwithbreakfast?R:Foronenight,thehotelcostwouldbe200yuan.Howwillhebepaying,sir?C:Hiscompanywillcoveralltheexpenses.We’llsendyouacheckrightaway.R:Thankyou,sir.C:Thankyou.Good-bye.WordListReservationn.保留、预定Suiten.套房Romanα.罗马的chargeυ.收费reservationistn.预订处值班员deluxen.豪华上海悦莱饭店管理有限公司HappybackHotelmanagementCo.Ltd.6Presidentialα.总统的Clientn.顾客Confirmυ.进一步确定、证实Discountn.折扣Programn.议程、节目Receptionn.接待，欢迎Expensen.花费、经费、费用listn.表、目录、名单raten.价格等级flightn.飞行、航班conferencen.会议guaranteeυ.保证checkn.支票UsefulExpressionstomakeareservation预订tocheckin登记bytheway顺便incase以防（万一），假使according根据、按照either…or…或者…或者rightaway马上、随即UNIT2AtthereceptionDesk2-1AttheEntranceScene:AcarpullsupinfrontofHuatianHotelandadoorman(Dm)goesforward上海悦莱饭店管理有限公司HappybackHotelmanagementCo.Ltd.7tomeettheguests,op