主講人：靈犀地Module1FrontOfficeService前廳服務Frontoffice,locatedaroundthelobbyofthehotel,isthehotel’sbusinesscentre.Itisalsotheplacewhereotherdepartmentsworkontheirbusinessactivities.Inaddition,thefrontofficeisthehotel’smanagementwindowwhichworksdirectlywithguests,reflectingthehotel’sworkingefficiency,servicequalityandmanagementlevel.Itdirectlyinfluencestheoverallimageofthehotel.Therefore,thefrontofficeisaveryimportantdepartmentinthehotel.singleroomdoubleroomkingsizeroomDoyouknowwhatkindsofroomsareavailableinahotel?SectionAWarmingUpstandardroomsuitepresidentialsuiteSectionBDialoguesDialogue1Clerk:Goodevening.ThisisGreenHotel.WhatcanIdoforyou?1Jim:Iwanttoreserveasingleroom.2Clerk:Whichdate,sir?3Jim:FromthisSaturdaytonextWednesday.Clerk:Howmanypeople?4Jim:Onlyme.1.WhatcanIdoforyou?我能為您做點什么嗎？HowcanIhelpyou?我怎么能幫到您？

May/CanIhelpyou?我能幫您什么忙嗎？2.Iwanttoreserveasingleroom/doubleroom/standardroom/kingsizeroom/suite.

我想預訂一個單人間/雙人間/標準間/大床房/

套房。3.Whichdate?幾號？

Forwhatdates?哪幾天？4.Howmanypeoplearethereinthegroup?

團隊里有多少人？SectionBDialoguesClerk:Holdon,please.Sorry,sir,onlysingleroomat120dollarsisavailable.Jim:Iwilltakeit.Clerk:Couldyoutellmeyourname?5Jim:Yes.JimBrown.J-I-M,B-R-O-W-N.Clerk:Thankyou.Isthisyourphonenumber?Jim:Yes.Clerk:OK,singleroomforJimBrownat120dollarsperdayfromthisSaturdaytonextWednesday.Lookingforwardtoyourcoming.Jim:Thankyou.5.Couldyoutellmeyourname/phonenumber?能告訴我您的名字/電話號碼嗎？MayIhaveyourname?請問您叫什么名字？availableadj.可獲得的；可購得的；可找到的；有空的Awiderangeofcoloursandpatternsareavailable.各種顏色和樣式都有。lookforwardto期待，盼望to是介詞，后接名詞或動詞-ing形式Ilookforwardtoyourgoodnews.我等你的好消息。Ilookforwardtohearingfromyou.我盼望著收到你的來信。Dialogue2Clerk:Goodafternoon,GardenHotel.HowcanIhelpyou?Linda:Hi,there.I’dliketobookaroomfornextweekend,please.6Clerk:Okay,sure.Howlongwillyoubestaying?7Linda:Twonights.Clerk:Okay.Isthatfrom13thto15thDecember?Linda:Yes,that’sit.Clerk:Thatshouldbenoproblem.Whatkindofroomwouldyoulike?Linda:Adoubleroom,please,withanen-suitebathroom.Clerk:Okay,that’sfine.Wehaveadoubleroomonthe6thfloorwithafantasticviewovertheRiverThames.6.I’dliketobook/reservearoomfornextweekend,please.

我想預訂一個下周末的房間。7.Howlongwillyoubestaying?您要呆多久？

Howlongwillyoustayinourhotel?

您要在我們酒店住多久?Linda:Oh,perfect!Howmuchwillthatcost?8Clerk:It’s$90pernight.Linda:Okay,thatsoundsreasonable.Clerk:Wouldyoulikebreakfastincluded?Weservebreakfastfrom6:30a.m.to9:30a.m.Linda:Howmuchdoesthatcost,please?8.Howmuch?需要多少錢？

Howmuchwillthatcost?這需要多少費用？adj.合理的，公道的；明白道理的；適當的；有理性的①用作定語Heisareasonablefellow.他是位通情達理的人。②用作表語Youranswerisnotreasonable.你的回答不合理。include：包括，包含；算在內，列在里面①及物動詞Thepriceincludesthepostage.價錢包含郵費。②included與including現在分詞including其后要接賓語，此時它可視為介詞；過去分詞included，要放在所修飾的詞語之后，表示被動關系定價10美元，包括郵資。

Price$10,postageincluded.Price$10,includingpostage.Clerk:It’s$15perperson.Linda:No,thankyou.Clerk:Okay.Notaproblem.Andwhoisthebookingfor,please?Linda:It’sLindaGreen.Clerk:Great.Werequirea$50creditcarddeposittoholdtheroom.Youwillneedtocancelatleastfivedaysinadvanceandwewillrefundyourdeposit.Linda:Okay,that’sfine.Thankyou.Clerk:Youarewelcome.Dialogue3Clerk:Reservations.WhatcanIdoforyou?Guest:CanadianAcademicExchangeGroupwillvisitShanghaiattheendofthismonth.Clerk:Howmanypeoplearethereinthegroup?Guest:Twenty.Clerk:Whatkindofroomswouldyoulike?99.Whatkindofroomswouldyoulike?你想要什么類型的房間？

Whatkindofroomdoyouhave?你們有什么房間類型？

Whatkindofroomwouldyouliketoreserve?請問需要預訂哪種類型的房間？Guest:I’dliketenstandardroomsforsixnights.Clerk:Forwhatdates?Guest:From4thMayto10thMay.Clerk:Isee.Waitamoment,please.Yes,wecanconfirmtenstandardroomsforsixnights.Guest:Doyouofferaspecialdiscountforgroupbooking?10Clerk:Weoffera10%discountforgroupreservation,sir.11Guest:That’sfine.Goodbye.Clerk:Goodbye.10.Doyouofferaspecialdiscountforgroupbooking?團體預訂有特別優惠嗎？11.Weoffera10%discountforgroupreservation.團體預訂可以享受九折優惠。(

)(1)InDialogue1,Jimwantstoreserveadoubleroom.()(2)InDialogue1,JimwillstayinthehotelfromthisSaturdaytonextWednesday.(

)(3)InDialogue1,onlyJimwillstayinthehotel.(

)(4)InDialogue1,thedoubleroomcosts120dollars.(

)(5)InDialogue2,LindawantstobookaroomfornextWednesday.(

)(6)InDialogue2,thehotelservesbreakfastfrom6:30to9:30inthemorning.(

)(7)InDialogue2,guestswillneedtocancelroomreservationsatleast15daysinadvance.(

)(8)InDialogue3,theguestwantstobooktwentystandardrooms.(

)(9)InDialogue3,thegroupwillstayinthehotelfor6nights.(

)(10)InDialogue3,thehoteldoesn’thaveanydiscountforgroupbooking.Exercises1.Readthedialoguesanddecidewhetherthefollowingstatementsaretrue(T)orfalse(F).FTTFFTFFTF(1)I’dliketo

(預訂)atableforthreeforeighto’clock.(2)Thiswastheonlyroom

(可獲得的).(3)I

(盼望)hearingfromyou.(4)Iforgiveyoubecausenooneis

(完美的).(5)Ineedyoutogivemea

(合理的)explanation.(6)

(你想要……嗎)tohaveadrinkafterwork?(7)Thetour

(包含)avisittotheScienceMuseum.(8)Isittoolateto

(取消)myorder?(9)Youdon’thavetopayforthetickets

(提前).(10)Doyou

(需要，需求)anythingelse?2.PuttheChineseinthebracketsintoEnglishtocompletethefollowingsentences.reserve/bookavailablelookforwardtoperfectreasonableWouldyoulikeincludescancelinadvancerequire/needper

cent預訂，預約Canadian特殊的，特別的;exchange折扣reservation使確信；確認discount加拿大的academic標準的confirm學術的special交流；交換standard百分之……3.MatchthewordsorphraseswiththeirChinesemeanings.Clerk:Goodafternoon.LemonTreeHotel.

(我能為您做點什么嗎？)Guest:Hi,there.I’dliketobookaroomfornextweekend,please.Clerk:Sure.

(您要在我們酒店住多久？)Guest:Twonights.Clerk:Allright.

(您想要什么樣的房間？)Guest:Adoubleroom,please.Clerk:OK,thatshouldbenoproblem.Guest:

(多少錢？)Clerk:It’s＄80pernight.Clerk:Thatsoundsreasonable.Clerk:

(我可以知道您叫什么名字嗎？)Guest:JimGreen.Clerk:Allright,youareallset.Guest:Thankssomuch.Goodbye.Clerk:Goodbye.MayIhaveyourname?WhatcanIdoforyou?Howlongwillyoustayinourhotel?Whatkindofroomwouldyoulike?Howmuch(isit)?4.Completetheconversationwithpropersentences.1.RoleplayReadthedialoguescarefullyagain.Pleasetrytoactthemout.2.MakeupadialogueMr.SmithwantstostayattheLemonTreeHotelfromMay1toMay4.Hecallsthehotelinadvancetobookaroom.PleasemakeupatelephoneconversationbetweenMr.Smithandthehotelclerk.Thentrytoactitout.SectionCActingOutAsahotelclerk,youareamemberofthehotel.Onyourpost,younotonlyrepresentyourself,butalsotheservicequalityandimageofthehotel.Youshouldworkhardtogainguests’praisewithhigh-qualityservice.SectionDHotelCultureHotelServiceSpiritFirst,beproactive,enthusiastic,patient,thoughtfulandefficienttoprovideservicesaccordingtothehotel’sserviceproceduresandstandards.Second,payattentiontoetiquetteandpolitenesswhenyouareservingguests.Third,dealwithproblemsflexibly.Ifyoucan’tmanagetheproblembyyourself,youshouldreportittoyoursupervisor.Thereisnotrivialmatterinhotelservice.Someseeminglyunimportantthi