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1、上海悦莱饭店管理有限公司Happyback Hotel management Co. Ltd.PARTTHE FRONT OFFICEINTRODUCTIONThe managers Remarks The aim of a hotel is to create a home away from home for all the travelling guests who need rest, food and drink. The front office of a hotel is not only its “shop window” but also its “nerve center”
2、 .The front office staffs efficiency and personality are of great importance to guests vacation or business, and indeed, the hotels operation itself are made or ruined. The front office staff seem to “do it all” - receive reservations, register guests, assign rooms, distribute baggage, store guests
3、valuables, provide information, deliver mails and messages, exchange foreign currencies, check room occupancies, check guests out and so on. In order to fulfil these tasks, the staff must have a neat and smart appearance, good manners, adaptability, knowledge of languages and a head for figures. The
4、 most important of all the qualities is a real liking for people and a warm desire to help them. Besides, front desk staff should encourage and settle the guests complaints. That will soothe an unhappy guest and reveal the hotels problems so that the operation can be bettered. In short, all staff ou
5、ght to remember that the hotel will enjoy greater financial success only with the greater satisfaction the guests receive from the “home away from home”.Word ListRemark n.陈述、言语Nerve n.神经Realization n.实现Operation n.经营Ruin .崩溃、毁灭Reservation n.预订Register .登记、注册Assign .分配、指定Baggage n.行李Distribute .分发Del
6、iver .投递、递交Occupancy n.居住、占用Currency n.货币efficiency n.效率personality n.个性smart .活泼的、精明的appearance n.外表good manners 彬彬有礼adaptability n.适应性figure n.数字settle .解决、安定complaint n.投诉、抱怨soothe .安抚reveal .显示financial .财政的、财经的satisfaction n.满意Useful ExpressionsNot only but also 不仅而且to seen to 似乎，好像a liking for
7、 对喜爱So that 以便To check SB. Out结某人的帐（以使之可离开旅馆）in order to 为了ought to 应当in short 简言之，总而言之UNIT 1Room Reservations1-1 A long Distance call ReservationScene: Henry Bellow (B) and Margaret Bellow (M), an American couple, are going to spend their Holidays in China. Now Mr. Bellow is making a reservation at
8、 Haitian Hotel in Shanghai through a long distance call.Reservations (R): Shanghai Haitian Hotel. Reservation Desk. Can I help you?B: Im calling from New York. Id like to book a room in your hotel.R: What kind of room would you like, sir? We have single rooms, double rooms, suites and Deluxe suites
9、in Japanese, British, Roman, French and presidential styles.B: A British suite, please.R: Would you like breakfast?B: No, thanks.R: Can you give me your name please, sir?B: Bellow. B-E-L-L-O-W.R: Thank you, Mr. Bellow. And your arrival and departure dates?B: From May 26th to May 29th.R: Very well, M
10、r. Bellow. British suite without breakfast from May 26th to May 29th. Am I Correct, Mr. Bellow?B: Yes, thank you.R: What time will you be arriving, Mr. Bellow?B: Around 5:00 p.m.R: All right. Youll be expected to be here then.B: Thats fine. Thank you, madam. Good-bye.R: Good-bye.1-2 A Group Reservat
11、ionScene: The telephone rings. The Reservations (R) answers the phone.R: Reservations. May I help you?Client(C): Yes. The American People-to-people Education Delegation will be visiting Shanghai At the end of this month. Id like to book 10 double rooms with twin beds for five days.R: For which dates
12、?C: For May 23rd, 24th, and 27th.R: One moment please, sir. (The reservations check the list.) Yes, we can confirm 10 rooms for five days.C: Thank you. Is there a special rate for a group reservation?R: Yes, there is a 10 per cent discount.C: Thats fine.R: By the way, how will they be getting to Sha
13、nghai? Will they be coming by air?C: Yes.R: Could you give me the flight number, please, in case the planes late?C: Oh, sorry. I dont know the flight number, but Ill let you know by phone tomorrow.R: Thank you, sir.C: Oh, yes. According to the program, theyll have a meeting on the 25th. Have you got
14、 a big? Conference hall?R: Yes, sir, we have a very nice multi-function hall, but youll have to speak to the manager About that. Please hold on a moment and Ill see if I can put you through.1-3 A Local Call ReservationScene: The Reservations (R) answers the phone as soon as it rings.R: Reception. Ca
15、n I help you?Client (C): Id like to book a single room with shower for Mr. George Smith. He plans to arrive On the 20th of this month.R: How long will he be staying?C: I dont know, but it could be anything from seven to tend.R: Then we can only confirm a room from the 20th to the 27th. Im afraid we
16、wont be able to Guarantee him a room after the 27th. We usually have high occupancies in the peak seasons.C: What if there isnt any room then?R: Dont worry, sir. We can either put him on a waiting list or find him a room in a nearby Hotel.C: Fine. How much do you charge for a single room with breakf
17、ast?R: For one night, the hotel cost would be 200 yuan. How will he be paying, sir?C: His company will cover all the expenses. Well send you a check right away.R: Thank you, sir.C: Thank you. Good-bye.Word ListReservation n.保留、预定Suite n.套房Roman .罗马的Presidential .总统的Client n.顾客Confirm .进一步确定、证实Discou
18、nt n.折扣Program n.议程、节目Reception n.接待，欢迎Expense n.花费、经费、费用charge .收费reservationist n.预订处值班员deluxe n.豪华list n.表、目录、名单rate n.价格等级flight n.飞行、航班conference n.会议guarantee .保证check n.支票Useful Expressionsto make a reservation 预订to check in 登记by the way 顺便in case 以防（万一），假使according 根据、按照eitheror 或者或者right aw
19、ay 马上、随即UNIT 2At the reception Desk2-1 At the EntranceScene: A car pulls up in front of Huatian Hotel and a doorman (Dm) goes forward to meet the guests, opening the door of the car for them .Dm: Good evening, sir and madam. Welcome to our hotel.Mr Bellow (B): Thanks. Good evening.Dm: (Opening the t
20、runk out the baggage and looking at the name on the baggage tags)Im the doorman, Mr. Bellow. So you have got altogether four pieces of baggage?B: Er Maybe five, Margaret (M) ?Dm: Five? Oh, sorry. Let me have a check again.M: Oh, no, Henry. Always poor memory! Weve got only four.B: I see.(To the door
21、man) Sorry, boy. Youre right. Four pieces.Dm: Never mind, Mr. Bellow. The Reception Deck is straight ahead.After you, please.B: Yes, thank you.2-2 The RegistrationScene: Mr. Bellow (B) checks in at the Reception Desk.Receptionist (R): Good evening. What can I do for you, sir?B: I booked a twin-bed r
22、oom with bath three weeks ago. Im Henry Bellow.R: Just a moment, please, Mr. Bellow. Ill check the arrival list. Sorry to have kept you waiting, sir. Yes, you have reserved a British suite from today to the 29th.B: Yes, exactly.R: Could I see your passports, please? (Checking the passports and givin
23、g them back) Thank you, sir. And would you mind filling in the registration form?B: Ill take care of it. (Filling out the form) Here you are. Is it all right?R: Yes, thanks. How are you going to pay, in cash or by credit card?B: Could I pay with travellers checks?R: Certainly. Heres the key to Room
24、908. Please keep it. And the bellman will show you up. (A bellman comes over.) Have a nice evening, sir. And enjoy your stay.B: Thank you.2-3 Receiving a Walk-in GuestScene: A gentleman steps in, trying to find a room for the night.Receptionist(R): Good afternoon, sir. May I help you?Client(C): Yes,
25、 please. Ive just arrived from Hong Kong. Could you let me have a room for this evening?R: Have you made a reservation, sir?C: Im afraid not.R: How many people do you have, please?C: Just one. Im alone.R: Just a moment, please. I have to check if theres a room available. Oh, sorry, Sir.All the rooms
26、 are booked up. But I think well be able to arrange for a room after six oclock this evening. If you need a room right now, would you like me to get in touch with somewhere else for you?C: No, thanks. I should say I prefer to stay here. A friend of mine highly recommended your hotel to me. Ill just
27、wait here till six.R: You are welcome, sir. Perhaps you might feel more comfortable to rest in our lobby after a tiring journey. And if you need any help, do let us know.C: Thank you. No problem.Word ListDoorma n. 门卫人员Tag n.标签registration n.登记、注册receptionist n.接待员bellman n.应接员prefer v.喜欢recommend v.
28、推荐、介绍、建议tiring a.使疲劳的trunk n.行李箱（汽车）baggage n.行李cash n.现金、现款credit n.信用贷款available a.可得到的highly ad.高度的lobby n.(剧院、旅馆等的）门廊、门厅Useful Expressionsto pull up （使）停下to have a check 检查、复核to fill in (out) 填写、填好to take care of 留心to show sb. Up 领某人上楼to be booked up 预订完了to get in touch with 与取得联系to recommend to
29、 向推荐UNIT 3The Bellman3-1 Carrying BaggageScene: The bellman (Bm) does service for the Bellows.Bm : Good evening ,madam and sir.Im the bellman.Mr Bellow(B)&.Mrs Bellow(M),Good evening.Bm: Very glad to have you here. Ill get the baggage up to your room.B&m: Thank you.Bm: Let me carry your baggage. Are
30、 these all yours?M: Four pieces, Henry?B: Yes.(Laughs)Bm: Allow me, madam. (Mr. Bellow tries carry one of the suitcases up to the baggage cart.)Bm: Oh, leave it to me, Ill do that for you.B: Thanks.Bm: Its my pleasure. This way, please. (They are going to the elevator entrance.) Here we are. Please
31、take this elevator to the ninth floor. The floor attendant will meet you at your elevator entrance there and show you to Room 908.Ill take the baggage elevator and get your suitcases up to the room.B: Very good. See you then.Bm: See you.3-2 Introducing Hotel ServicesScene: The Bellman (Bm) escorts a
32、 lady (L) to her suite along the corridor.Bm: This way, please. Room 308 is at the end of the long corridor.L: Oh, marvellous! The corridor looks lovely, so quiet and well decorated! Beautiful indeed!Bm: Im glad that you like it. And Im sure youll like your room.too.All our rooms are spacious and ai
33、ry.L: Good.By the way, could you tell me about your hotel services?Bm: Certainly, madam. Our hotel is a first-rate hotel and chosen as the favourite place to stay in by VIPs, official guests and businessmen from many countries. There are over 300 rooms of international standard, including single roo
34、ms, double rooms and suites. There are four spacious Chinese restaurants deluxe Western-style restaurant, large and small banquet halls bar, a 24-hour cafe and an indoor patio with drinks.L: How about other services?Bm: Also available are a beauty salon, a barbershop, a souvenir shopL: Have you got
35、an indoor swimming pool here?Bm: Yes, its on the first floor. And weve got a billiard room and bowling room as Well. They ready to serve the guests at their convenience.L: Id like to have a brochure of your hotel. Where could I get one?Bm: You can take one from Reception Desk.If you dont mind, Ill c
36、ome up again and bring you one.L: Oh, good. Thats very kind of you.Bm: Not at all. Im always at your service.3-3 Ticket-booking ServiceScene: At the Bell Captains Disk (BC), the Bellows try to make a flight reservation.BC: Good morning. May I help you?Mr. Bellow (B): Yes, Id like to fly to Guilin on
37、 Saturday.Could you book tickets for me?BC: You have to book the tickets five days in advance. Now its the busy season for travelling, you know. Sorry to say all the tickets are booked up.B: No tickets! What luck! But I BC: I wonder if youd consider going there by train instead. You can have train t
38、ickets and theyre much cheaper.actually.B: Well, it seems well have to take the train.BC: What time would you like to leave?B: At noon, if possible.BC: How many tickets do you need?B: Two soft berths, please.BC: (Looking at the timetable) Will 2:15 be all right?B: Yes, thatll be fine.BC: Just a mome
39、nt, while I call the station. (After the call) Im sorry, there arent any more seats left on the 2:15 train, but there is a train leaving on Saturday morning. Thats No.79 special express. It will leave at 7 a.m. What do you think of it, sir?B: Well, I suppose Ill have to take that one. My name is Hen
40、ry Bellow.And heres the money for booking.BC: I wish you a wonderful trip to Guilin.B: Thank you. They say Guilin leads the world in beautiful scenery. To tell the truth, my wife has been dying to go there.Mrs. Bellow (M): (Appearing) and so have you.Word listSuitcase n.衣箱Cart n. 小推车Entrance n. 入口处A
41、ttendant n. 侍者、服务员Corridor n. 走廊、通路Decorate v.装饰Airy a. 通风的Favourite a. 特别喜爱的Standard n.标准、规格Banquet n. 宴会、盛宴Patio n. 院子（连屋）室外就餐处Brochure n.小册子Consider v.考虑Timetable n. 时刻表Suppose v. 假定、猜想Elevator n. 电梯Duty n. 责任Service n. 服务Choose v. 挑选、选择Spacious a. 广阔的、宽敞的Souvenir n. 纪念品Official a. 官方的、公务上的Restau
42、rant n. 饭店、餐馆Indoor a. 室内的Salon n.沙龙、美容室Convenience n. 便利、方便Instead ad. 代替Trip n. 旅程Useful ExpressionsTo do service forTo leave to To escort to At the end ofAt ones convenienceAs wellIn advanceIf possibleTo think ofTo tell the truthTo be dying to do sth为服务，效劳把留给陪同去在的尽头在方便时也预先如果可能的话想到说实话，老实说迫不及待（干某事）
43、UNIT 4At the Information Desk4-1 Mail ServiceScene: Mr. Bellow (B) is going to the Information Desk with a letter in his hand.Receptionist(R): Good aftrenoon, sir.B: Good afternoon. Could you please mail a letter for me?R: Yes. Have you stuck on the stamps yet?B: No. I need to buy some.R: (Looking a
44、t the letter) Is it to San Francisco?B: Yes. And Id like to send it by ordinary air mail.R: (Weighing the letter on the scales) Two yuan and sixty fenB: Overweight?R: Yes.R: Two-yuan and sixty fen.B: Thank you. Here it is. (Giving the money)R: Here are your stamps. Please stick them on together with the air mail sticker on the front of the envelope.B: All right. One more thing, I want to send a telex and a fax to New York.Can you arrange it for me?R: Oh, yes, sir, We have telex and fax