《饭店 英语》HotelHotel

EnglishEnglish

Unit Five

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I Discovering Language

Which sound?

Which sound?

[n] [η

]

[z]

[ð]

I. Discovering Language

Do you always mix them?

Read and Explore

[n] [η] [z] [ð]

thin thing bays bathes

win wing breeze breathe

ran rang  cheese clothes

sin sing close clothesbag

ban bang

Read the sentences slowly, and pay attention to the differences between the two pairs of consonants.

1) Bingo, you are the winner of the singing contest.

2) Let’s enjoy the breeze of spring, breathe the fresh air,

sing and dance in the outstanding world.

3) My mother brings me this cheese, and I want to

share it with all my friends.

Read and Explore

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II Introduction

Words Reference

Introduction

Word Reference:Word Reference:

depart v. 离开，启程； a. 逝世的 appreciate v. 感激，赏识efficient a. 有效率的，能干的 stress v. 强调； n. 强调，压

力apt a. 有…倾向的，灵巧的 attitude n. 态度，看法inquire v. 询问，查究 incur v. 招致laundry n. 洗衣店，洗熨 hereafter ad. 今后，从此以后

As we all know, checking out for guests is the most important duty that the front cashier has. Departing guests especially appreciate efficient check-out procedures. The cashier’s station is where the guests go to check out and settle their bills.

IntroductionIntroduction

Thus the cashiers are the last members in the front office to come into direct contact with the guests. As has been repeatedly stressed, first and last impression carries the most weight. The last is probably even more important. That is the impression the guests carry home and is most apt to remember. It probably affects their attitude in later discussing the service and facilities of the hotel with their friends and business associates, and may decide whether they will come to the hotel again or not.

A pleasant greeting when the guests come to settle their bills is necessary. The effect of fast and efficient service in checking them out and a cordial( 热情友好的 ) farewell are obvious. When handling check-out, the cashiers are trained to inquire about every recent charge, which may be unrecorded. All charges that a guest incurs must be entered, or posted, on his or her accounts as soon as possible.

In addition to the charge for the guest’s room, there may also be charges resulting from the use of the telephone, the laundry service, the restaurant, the room service, etc.

When the guest agrees on the bill, he or she will pay in the manner of pre-stated, cash or credit card. Hereafter, the cashier will keep room key and release “leaving notice”. Finally, leaving information shall be recorded in the computer.

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III Lead-in Activities

Do you know?

Let me explain it to

you…

Can you give the answers to them ?

1. Will you be a repeat guest of a hotel whose front cashier has served you in a rude manner this time?

2. What is necessary when the guests come to settle their bills?

3. After the guest checked out, what should the front cashier do?

4. Do you think a rude cashier will affect your mood? If you meet such a cashier, will you complain to his/her boss?

5. What will you do if you find you have lost a necklace in the hotel?

Class activity

team work

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IV Topic extension

Words and Expression

s

Listen to the

following

dialogues.

Words and expressions:Words and expressions:

settle v. 支付；定居；解决 receipt n. 收条；收据favor n. 好意；关心；支持 cosmetic n. 化妆品plain fried calf ribs 清煎小牛排 grilled lobster 烤龙虾miscalculation n. 误算；估错 Bell Captain 服务生领班shoulder bag 背包 claim tag 取物条cloakroom 寄物处 minced quail 鹌鹑松 breakable a. 易碎的； n. 易碎品 Whisky n. 威士忌

Dialogue IDialogue I

C:C: Good morning, sir, can I help you?Good morning, sir, can I help you?

G:G: Good morning, I want to settle my bill.Good morning, I want to settle my bill.

C:C: Your name and room number, please?Your name and room number, please?

G:G: Ross Geller from room 1109.Ross Geller from room 1109.

IV Topic Extension

Check-out ProcedureCheck-out Procedure

C---Cashier G---Guest

pair work

C:C: Let me see…You checked in on Wednesday. It’s Let me see…You checked in on Wednesday. It’s Friday. That’s two days. Am I right?Friday. That’s two days. Am I right?

G:G: Yeah.Yeah.

C:C: Have you used any hotel service during your stayHave you used any hotel service during your stay?G:G: Yes. I made a long distance call yesterday and had Yes. I made a long distance call yesterday and had

breakfast at the coffee shop this morning.breakfast at the coffee shop this morning.

C:C: Ok. Would you please wait a minute? I will check Ok. Would you please wait a minute? I will check with the department concerned. Here’s your bill, sir. with the department concerned. Here’s your bill, sir. That comes to 2,900 Yuan in total.That comes to 2,900 Yuan in total.

IV Topic Extension

G:G: Ok. May I pay by a credit card?Ok. May I pay by a credit card?

C:C: Certainly. May I have your card, please?Certainly. May I have your card, please?

G:G: Here you are.Here you are.

C:C: Would you sign your name here?Would you sign your name here?

G:G: Ok.Ok.

IV Topic Extension

C:C: This is your card and your receipt. Please return This is your card and your receipt. Please return your room key.your room key.

G:G: Thank you. Could you do me a favor? I want to leave Thank you. Could you do me a favor? I want to leave my luggage for another hour, because I’d like to buy my luggage for another hour, because I’d like to buy some cosmetics in the Lotus nearby.some cosmetics in the Lotus nearby.

C:C: Yes. We’ll keep it for you.Yes. We’ll keep it for you.

G:G: Thank you. See you later.Thank you. See you later.

CC ：： See you later.See you later.

IV Topic Extension

Dialogue II Dialogue II

IV Topic Extension

Miscalculation of the BillMiscalculation of the Bill

C:C: Good morning, sir. May I help you?Good morning, sir. May I help you?

G:G: I checked out here fifteen minutes ago. But when I got I checked out here fifteen minutes ago. But when I got back to my room, I found that there might be something back to my room, I found that there might be something wrong with the bill.wrong with the bill.

C:C: Oh. Yes?Oh. Yes?

G: G: I can’t understand this bill, what’s this 300 yuan for?I can’t understand this bill, what’s this 300 yuan for?

C:C: Look, sir. 220 yuan for grilled lobster and 80 yuan for Look, sir. 220 yuan for grilled lobster and 80 yuan for minced quail.minced quail.

G:G: And what’s this item for?And what’s this item for?

C:C: 128 yuan for plain fried calf ribs. 128 yuan for plain fried calf ribs.

C---Cashier G---Guest

IV Topic Extension

GG ：： Just stop here. I didn’t order any plain fried calf ribs. Just stop here. I didn’t order any plain fried calf ribs. Please break the bill down for me. I’d like to go over the Please break the bill down for me. I’d like to go over the bill myself. (Checks it carefully) I didn’t order whisky bill myself. (Checks it carefully) I didn’t order whisky either.either.

C:C: (Checks the bill) I’m terribly sorry. I’ve (Checks the bill) I’m terribly sorry. I’ve miscalculated the bill by adding another bill to miscalculated the bill by adding another bill to yours.yours.

G:G: That’s all right. I hope it won’t happen again. That’s all right. I hope it won’t happen again.

Dialogue III Dialogue III

IV Topic Extension

Taking the Luggage down before Taking the Luggage down before Checking out Checking out

BC --- Bell Captain G---Guest B---Bellman

BB ：： This is Bell Captain’s Desk. What can I do for you?This is Bell Captain’s Desk. What can I do for you?

G:G: I’m about to check out. Could you come up and pick up my I’m about to check out. Could you come up and pick up my luggage?luggage?

B:B: Of course. May I have your Room Number?Of course. May I have your Room Number?

G:G: Room 1109.Room 1109.

C:C: Ok.1109. We’ll send a bellman right away. Please wait Ok.1109. We’ll send a bellman right away. Please wait in your room.in your room.

G:G: Ok.Ok.

B:B: Good morning, sir. I’ve come for your luggage.Good morning, sir. I’ve come for your luggage.

IV Topic Extension

G:G: Thank you. Could you take these suitcases for me? I’ll Thank you. Could you take these suitcases for me? I’ll take the shoulder bag and handbag with me.take the shoulder bag and handbag with me.

B:B: Certainly. These two suitcases?Certainly. These two suitcases?

G:G: Yes.Yes.

B:B: Is there anything valuable or breakable in them?Is there anything valuable or breakable in them?

G:G: Yeah. There’s a bottle of whisky.Yeah. There’s a bottle of whisky.

B:B: Then could you take it out of the suitcase? I’m Then could you take it out of the suitcase? I’m afraid it might break.afraid it might break.

G:G: It doesn’t matter. You just take it.It doesn’t matter. You just take it.

IV Topic Extension

B:B: I’m afraid we can’t be responsible for any damage.I’m afraid we can’t be responsible for any damage.

G:G: I see.I see.

B:B: This is your claim tag. I will put your staff in the This is your claim tag. I will put your staff in the cloakroom. Could you pick them up there, cloakroom. Could you pick them up there, please? By the way, the cloakroom is open until 9 please? By the way, the cloakroom is open until 9 p.m.p.m.

G:G: Ok. Thanks.Ok. Thanks.

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V Oral Time

Translate the following sentences,please.

Act it out

Fill in the form, please.

Situation A:

Mrs. Green has stayed in the hotel for three days, and

this afternoon she checks out.

Act it out

Situation B: Guest: you are checking out in the afternoon. You want

to pay your bill with your personal check but are informed that personal check is not acceptable. So you decide to pay US dollars in cash.

I’m very sorry we don’t accept personal check……

Act it out

Cashier: You get necessary information, and tell him that the hotel’s policy is that personal check is not acceptable. Meanwhile you tell the guest that handling charges will be levied.

2. Choose the proper sentences for the given situation.

1 服务员主动提供服务时说 _ 2 犹豫不决时，你会说 _3 赞同对方时说 __ 4 服务员询问你用餐时间时说 __ 5 感觉对方的提议妙极了 __ 6 不知对方有何事找你时 ___7 感谢对方的善意帮助时说 __ 8 表示十分惋惜时，你会说 __

a. It’s very kind of you. b. That’s a terrific idea c. When shall we expect you? d. What a pity!e. It sounds good. f. Let me see…g. What is it going to be? h. Hello.

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2. Choose the proper sentences for the given situation.

1 服务员主动提供服务时说 h 2 犹豫不决时，你会说 f3 赞同对方时， e 4 服务员询问你用餐时间时说 c5 感觉对方的提议妙极了 b 6 不知对方有何事找你时 _g__7 感谢对方的善意帮助时说 a 8 表示十分惋惜时，你会说 d

a. It’s very kind of you. b. That’s a terrific idea c. When shall we expect you? d. What a pity!e. It sounds good. f. Let me see…g. What is it going to be? h. Hello.

III. Translate the following sentences:

1. 这个账单上有错误。 .2. 这是您的收据和找零，请核实一下。3. 该项是您使用房间内电话发生的费用。4. Although unusual, it’s possible for the hotel to owe the

guest at the conclusion of the guest’s stay. This happens in one of the several ways. Either there was a substantial deposit with the reservation or a large payment on account was made

after the arrival.

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Translation

III. Translate the following sentences:1 ） There’s a mistake on the bill.2 ） . Here’s your receipt and change, please check them.3 ） This item is for the telephone call in your room.4 ） 尽管不太常见，但也会有这种情况。即客人离店时，饭店要向客人找钱。这种情况的出现可能由于客人在预定或到店入住时交了大额定金。

4. Finish the form of “Luggage Claim”: Luggage Claim

No.001045

Name 姓名 __________

Date 日期 __________ Room No. 房号 __________No. of bags 行李件数 _______________

Date of claim 提取日期 ______________

Guest signature 宾客签名 _____________

Handled by 经手人 _______________………………………………………… No.001045

Date stored 寄存日期 ____ Room No. 房号 _______Name 姓名 __________________

No. of Bags 寄存件数 _______________Handled by 经手人 ______________ Check up

No. 001045Name 姓名 ___Monica Geller Date 日期 ____Oct. 15 Room No. 房号 __ Room 1089No. of bags 行 李 件 数 Three (Two suitcases and a handbag) Date of claim 提取日期 __Oct.15____ Guest signature 宾客签名 ___ Monica Geller_____ Handled by 经手人 _Li Hua__…………………………………………………………………………………………………………………………………… No.001045Date stored 寄存日期 Oct.3 Room No. 房号 _Room1089_Name 姓名 __Monica Geller___No. of Bags 寄 存 件 数 Three (Two suitcases and a handbag) Handled by 经手人 ____Liu Min__

Luggage Claim

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VI Vocabulary Development

Words and Expression

s

Listen to me,

please.

Words and expressions:Words and expressions:

spillage n. 渗漏 long-term storage tag n. 长期寄物处spoilage n. 腐败，损坏 deposit: 保管处perishable a. 易坏的 porridge n. 粥dim sum n. 点心 oatmeal porridge 燕窝粥minibar n. 小冰箱 booklet n. 小册子，记事本fried prawn n. 炸对虾 sliced roast 火鸭芥末汤solvency n. 偿付能力 leverage n. 杠杆作用，举债经营accommodation n. 食宿，住处 intangible service n. 无形服务

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VII English around You

A story?English

is

everywhere!

My heart is like a singing bird Whose nest is in a water'd shoot; My heart is like an apple-tree Whose boughs are bent with thick-set fruit; My heart is like a rainbow shell That paddles in a halcyon sea; My heart is gladder than all these, Because my love is come to me. 

A BirthdayStory

Raise me a daïs of silk and down; Hang it with vair and purple dyes; Carve it in doves and pomegranates, And peacocks with a hundred eyes; 

Work it in gold and silver grapes, In leaves and silver fleurs-de-lys; Because the birthday of my life Is come, my love is come to me.

(By Christina Rossetti)