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1、 Speak out useful expressions that you can use in these situations. 1 1 询问客人的名字。询问客人的名字。2 2 询问客人姓氏的拼写。询问客人姓氏的拼写。3 3 询问客人的电话联系方式。询问客人的电话联系方式。4 4 告诉客人怎样拨打杭州的电话。告诉客人怎样拨打杭州的电话。5 5 你有些信息没有听清楚。你有些信息没有听清楚。6 6 询问客人的抵店时间。询问客人的抵店时间。7 7 你需要客人的你需要客人的emailemail地址。地址。8 8 复述客人的预订信息。复述客人的预订信息。May I take your name,
2、please?Could you spell your surname for me, please?May I have a contact phone number, please?Its 86 for China and 571 for Hangzhou.Im sorry, could you repeat that, please?What time are you arriving?Whats your email address, please?Ill read that back to you. Youre arriving 1 1 询问预订的时间。询问预订的时间。2 2 询问客
3、人的人数。询问客人的人数。3 3 询问客人的姓名。询问客人的姓名。4 4 告诉客人要查看下。告诉客人要查看下。5 5 告诉客人已经订满了。告诉客人已经订满了。6 6 表示期待并复述客人的预订信息。表示期待并复述客人的预订信息。We look forward to seeing you on Sunday evening.When would you like to come?How many people is the table for?Just let me check.Im sorry, but were fully booked that day.May I have your nam
4、e, please? 接待处(Reception Desk)是酒店前厅部的主要组成部分，有时也称前台(Front Desk)。在任何一家酒店，接待处都是一个主要区域。客人登记入住和最后结账通常都要由接待处办理。Professional tips 专业小贴士专业小贴士Word Listlogical: 符合逻辑的 eg: Mr. Larkin has a logical mind but little imagination.Larkin先生的逻辑思维能力很强但是缺乏想象力。n. logic: 逻辑Word Listregistration form: 登记表 eg: Please fill i
5、n the registration form first, sir.先生，请先填写登记表。registration card: 登记卡Word Listswipe: 刷卡 eg: Swipe your key card through the slot(卡槽) to unlock the safe.将房卡划过卡槽可以打开保险箱。Word Listroom status: 房间状态 eg: Im just checking the status of your room.我正在查看您的房间状态。 What does a receptionist do when a new guest arri
6、ves? Work with a partner. Put these tasks into a logical order.Starter:a Ask the guest to fill in the registration form.b Greet the guest.c Swipe the guests credit card.d Call up the booking on screen.e Hand the key card to the guest.f Ask the guest to confirm the booking details.g Call the porter t
7、o take the guests bags.h Ask for the guests name.i Check the room status. What does a receptionist do when a new guest arrives? Work with a partner. Put these tasks into a logical order.Starter:a Ask the guest to fill in the registration form.b Greet the guest.c Swipe the guests credit card.d Call u
8、p the booking on screen.e Hand the key card to the guest.f Ask the guest to confirm the booking details.g Call the porter to take the guests bags.h Ask for the guests name.i Check the room status.bhdficage Rosi Wilson is a receptionist at Hotel Maritim in Munich. She is greeting two American tourist
9、s at the front deskNew Arrival Now, please listen to the dialogue carefully; pay attention to the pronunciation and intonation. Listen to the dialogue again, and write down what Rosi does when she checks the guests in.Ask for nameAsk for namegreet the guestgreet the guestconfirm booking confirm book
10、ing detailsdetailscheck room statuscheck room statusswipe credit cardswipe credit cardregistration formregistration formcall the portercall the porterhand the room keyhand the room keyHello! How can I help you?Hello! How can I help you?May I have your names, please?May I have your names, please?A do
11、uble room for five night, non-smoking. A double room for five night, non-smoking. Is that right?Is that right?Im checking the status of your room.Im checking the status of your room.Could I have a credit card, please? I need Could I have a credit card, please? I need to swipe it so that your card de
12、tails to swipe it so that your card details Could you please fill in this registration form, Could you please fill in this registration form, please?please?Here is your key card with your room number.Here is your key card with your room number.Shall I ask the porter to look after your Shall I ask th
13、e porter to look after your bags for you?bags for you?Word Listtourist: 观光客、游客n. tour: 观光、旅游n. tourism: 旅游业tourism management: 旅游管理Word Listawfully: 非常地，极度地 eg: Im awfully sorry that I cant lend you the money.非常抱歉，我不能借给你钱。Word Listfault: 错误、过失 eg: Its my fault to have let her climb up the tree.是我的错，
14、我不该让她爬树的。Word Listmess sb up: 把某人弄糊涂 eg: The situation was so complicated that everyone was messed up.情况如此复杂，每个人都被弄糊涂了。Word Listformality: 正式手续 eg: There are some necessary formalities for a legal marriage.合法婚姻需要办理一些手续。adj. formal: 正式的Word Listcharge: 收(费)，要(人)付(钱) eg: The restaurant charged us 500
15、yuan for the wine.餐厅收了我们500元的酒钱。反. pay: 付(费)Im afraid your room isnt ready yet. 对不起，您的房间还没有准备好。I must sit down my feet are killing me! 我得找地方坐下，我的脚疼得不行。Killing me 在这里是一种夸张的说法。Our normal check-in time is two oclock, and its only twelve thirty. 我们酒店的入住登记时间是下午两点钟，而现在才12点半。Well, why dont we go through th
16、e formalities now, then you can leave your bags with us and get some lunch in our restaurant. (Line 14)不如您现在办完手续，然后去我们餐厅用午餐，我们会替您照管行李。I need to swipe it so that your card details are in our system. Nothing will be charged to your card until you check out. 我需要刷一下您的信用卡，以便在我们的电脑系统中储存您的信用卡信息。在您退房以前，不会扣除
17、任何费用。Now, could you fill in this registration form, please? 现在，请您填写下登记表，好吗?Heres your key card with your room number. 这是您的房卡，上面有您的房间号码。 What would you say in English in the following situations? You can find all the expressions in the dialogue.1 1 确认信息。确认信息。2 2 表达委婉的否定和歉意。表达委婉的否定和歉意。3 3 欣然接受建议。欣然接受建
18、议。4 4 向别人递交物品。向别人递交物品。5 5 向别人表示诚挚的谢意。向别人表示诚挚的谢意。6 6 礼貌地回应别人的感谢。礼貌地回应别人的感谢。Is that right?Im awfully sorry about that.Yes, that would be wonderful!Here you are.Thank you so much.Youre welcomeStudent A:You are Bradley and Kelly Smith. You have booked a suite for 4 nights from November 13 to 17.It is 3
19、oclock in the afternoon. You have arrived at Hotel Shangri-la, and you want to check-in.Student B:You are a receptionist in Hotel Shangri-la. You are checking Mr. and Mrs. Smith in. Work with a partner. Act out a dialogue based on the information given below.Word Listaperitif 开胃酒又称餐前酒。使人在餐前喝了能够刺激胃口、
20、增加食欲。适合于开胃酒的酒类品种很多，传统的开胃酒品种大多是苦艾酒（Vermouth）、雪利酒（Sherry）。Word Listdry sherry: 雪利全干sweet: 甜型medium: 半甜型dry: 干型Word Listbourbon: 波旁威士忌酒bourbon on the rocks: 加冰的波旁威士忌酒bourbon with iceWord Listagree with: (食物或者天气)适合某人 eg: The weather doesnt agree with me.我不适应这种天气。 The Kellys are going out for dinner at an Italian restaurant near to the hotel.A Table for Two Listen to the CD and then choose the correct option.招呼客人，询问是否已经预订了座位。回答是。你用自己的名字预订了19:30的四人位置。表示感谢。表示感谢。表示感谢。为四个人点开胃酒。确认预订，并请求替客人拿外衣。领客人到座位上去。把菜单和酒水单拿给客人。询问客人，是否需要点开胃酒。Waiter/WaitressGuestSEE