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1、PARTITHEFRONTOFFICEINTRODUCTIONThemanager,sRemarksTheaimofahotelistocreateahomeawayfromhomeforallthetravellingguestswhoneedrest,foodanddrink.Thefrontofficeofahotelisnotonlyits4tshopwindow“butalsoits“nervecenter*.Thefrontofficestaff,sefficiencyandpersonalityareofgreatimportancetoguest,svacationorbusi
2、ness,andindeed,thehotesoperationitselfaremadeorruined.Thefrontofficestaffseemto44doital,-receivereservations,registerguests,assignrooms,distributebaggage,storeguests,valuables,provideinformation,delivermailsandmessages,exchangeforeigncurrencies,checkroomoccupancies,checkguestsoutandsoon.Inordertoful
3、filthesetasks,thestaffmusthaveaneatandsmartappearance,goodmanners,adaptability,knowledgeoflanguagesandaheadforfigures.Themostimportantofallthequalitiesisareallikingforpeopleandawarmdesiretohelpthem.Besides,frontdeskstaffshouldencourageandsettletheguests,complaints.Thatwillsootheanunhappyguestandreve
4、althehotesproblemssothattheoperationcanbebettered.Inshort,allstaffoughttorememberthatthehotelwillenjoygreaterfinancialsuccessonlywiththegreatersatisfactiontheguestsreceivefromthehomeawayfromhome,WordListefficiencyn.效率personality n.个性Remarkn.陈述、言语Nerven.神经Realizationn.实现Smarta.活泼的、精明的Operationn.经营app
5、earancen.外表RUin.崩溃、毁灭goodmanners彬彬有礼Reservationn.预订adaptabilityn.适应性RegiSterU.登记、注册figuren.数字ASSignU.分配、指定SettIe.解决、安定Baggagen.行李ComPlaintn.投诉、抱怨DiStribUte.分发soothe.安抚DeIiVerU.投递、递交reveal.显示Occupancyn.居住、占用financial.财政的、财经的Currencyn.货币satisfactionn.满意UsefulExpressionsNotonly.butalso.不仅而且toseento似乎，好
6、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UNITlRoomReservations1-1AlongDistancecallReservationScene:HenryBellow(B)andMargaretBellow(M),anAmericancouple,aregoingtospendtheirHolidaysinChina.NowMnBellowismakingareservationatHaitianHotelinShanghaithroughalongdi
7、stancecall.Reservations(R):ShanghaiHaitianHotel.ReservationDesk.CanIhelpyou?B:mcallingfromNewYork.dliketobookaroominyourhotel.R:Whatkindofroomwouldyoulike,sir?Wehavesinglerooms,doublerooms,suitesandDeluxesuitesinJapanese,British,Roman,Frenchandpresidentialstyles.B:ABritishsuite,please.R:Wouldyoulike
8、breakfast?B:No,thanks.R:Canyougivemeyournameplease,sir?B:Bellow.B-E-L-L-O-W.R:Thankyou,Mr.Bellow.Andyourarrivalanddeparturedates?B:FromMay26,htoMay29lh.R:Verywell,Mr.Bellow.BritishsuitewithoutbreakfastfromMay26lhtoMay29th.AmICorrect,Mr.Bellow?B:Yes,thankyou.R:Whattimewillyoubearriving,Mr.Bellow?B: A
9、round5:00p.m.R:Allright.You,beexpectedtobeherethen.B:That,sfine.Thankyou,madam.Good-bye.R:Good-bye.1-2AGroupReservationScene:Thetelephonerings.TheReServ(ItionS(R)answersthephone.R:Reservations.MayIhelpyou?CIient(C):Yes.TheAmericanPeople-to-peopleEducationDelegationwillbevisitingShanghaiAttheendofthi
10、smonth.dliketobook10doubleroomswithtwinbedsforfivedays.R:Forwhichdates?C: ForMay23rd,24th,.and27lh.R:Onemomentplease,sir.(Thereservationscheck,thelist.)Yes,wecanconfirm10roomsforfivedays.C:Thankyou.Isthereaspecialrateforagroupreservation?R:Yes,thereisa10percentdiscount.C:That,sfine.R:Bytheway,howwil
11、ltheybegettingtoShanghai?Willtheybecomingbyair?C:Yes.R:Couldyougivemetheflightnumber,please,incasetheplane,slate?C:Oh,sorry.Idon,tknowtheflightnumber,butllletyouknowbyphonetomorrow.R:Thankyou,sir.C:Oh,yes.Accordingtotheprogram,they,llhaveameetingonthe25th.Haveyougotabig?Conferencehall?R:Yes,sir,weha
12、veaverynicemulti-functionhall,butyou,11havetospeaktothemanagerAboutthat.PleaseholdonamomentandllseeifIcanputyouthrough.1-3ALocalCallReservationScene:TheReservations(R)answersthephoneassoonasitrings.R:Reception.CanIhelpyou?Client(C):dliketobookasingleroomwithshowerforMr.GeorgeSmith.HeplanstoarriveOnt
13、he20lhofthismonth.R:Howlongwillhebestaying?C:Idon,tknow,butitcouldbeanythingfromseventotend.R:Thenwecanonlyconfirmaroomfromthe20thtothe27lh.mafraidwewontbeabletoGuaranteehimaroomafterthe27lh.Weusuallyhavehighoccupanciesinthepeakseasons.C:Whatifthereisntanyroomthen?R:Don,tworry,sir.Wecaneitherputhimo
14、nawaitinglistorfindhimaroominanearbyHotel.C:Fine.Howmuchdoyouchargeforasingleroomwithbreakfast?R:Foronenight,thehotelcostwouldbe200yuan.Howwillhebepaying,sir?C:Hiscompanywillcoveralltheexpenses.We,llsendyouacheckrightaway.R:Thankyou,sir.C:Thankyou.Gd-bye.WordListReSerVaIionn.保留、预定Suiten.套房Roman .罗马的
15、Presidential .总统的Client n.顾客Conflnn .进一步确定、证实Discount n.折扣Program n.议程、节目ReCePtiOnn.接待，欢迎EXPenSen.花费、经费、费用charge.收费reservationist n.预订处值班员deluxe n.豪华IiStn.表、目录、名单rate n.价格等级flight n.飞行、航班conference n.会议guarantee u.保证check n.支票UsefulExpressionstomakeareservat沁n预订tocheckin登记bytheway顺便incase以防（万一），假使ac
16、cording根据、按照either.or.或者或者rightaway马上、随即UNIT2AtthereceptionDesk2-1AttheEntranceScene:AcarpullsupinfrontofHuatianHotelandadoonan(Dm)goesfonvardtomeettheguests,openingthedoorofthecarforthem.Dm:Goodevening,sirandmadam.Welcometoourhotel.MrBellow(B):Thanks.Goodevening.Dm:(Openingthetrunkoutthebaggageandl
17、ookingatthenameonthebaggagetags)mthedoorman,Mr.Bellow.Soyouhavegotaltogetherfourpiecesofbaggage?B:Er.Maybefive,Margaret(M)?Dm:Five?Oh,sorry.Letmehaveacheckagain.M:Oh,no,Henry.Alwayspoormemory!We,vegotonlyfour.B:Isee.(Tbthedoonan)Sorry,boy.Youreright.Fourpieces.Dm:Nevermind,Mr.Bellow.TheReceptionDeck
18、isstraightahead.Afteryou,please.B:Yes,thankyou.2-2TheRegistrationScene:Mr.Bellow(B)checksinattheReceptionDesk.Receptionist(R):Goodevening.WhatcanIdoforyou,sir?B:Ibookedatwin-bedroomwithbaththreeweeksago.mHenryBellow.R:Justamoment,please,Mr.Bellow.llcheckthearrivallist.Sorrytohavekeptyouwaiting,sir.Y
19、es,youhavereservedaBritishsuitefromtodaytothe29lh.B:Yes,exactly.R:CouldIseeyourpassports,please?(Checkingthepassportsandgivingthemback)Thankyou,sir.Andwouldyoumindfillingintheregistrationform?B:lltakecareofit.(Fillingouttheform)Hereyouare.Isitallright?R:Yes,thanks.Howareyougoingtopay,incashorbycredi
20、tcard?B:CouldIpaywithtravellerschecks?R:Certainly.Here,sthekeytoRoom908.Pleasekeepit.Andthebellmanwillshowyouup.(Abellmancomesover.)Haveaniceevening,sir.Andenjoyyourstay.B: Thankyou.2-3ReceivingaWalk-inGuestScene:Agentlemanstepsin,tryingtofindaroomfarthenight.Receptionist(R):Goodafternoon,sir.MayIhe
21、lpyou?Client(C):Yes,please.vejustarrivedfromHongKong.Couldyouletmehavearoomforthisevening?R:Haveyoumadeareservation,sir?C: mafraidnot.R:Howmanypeopledoyouhave,please?C:Justone.malone.R:Justamoment,please.Ihavetocheckiftheresaroomavailable.Oh,sorry,Sir.Atheroomsarebookedup.ButIthinkwe,llbeabletoarran
22、geforaroomaftersixoclockthisevening.Ifyouneedaroomrightnow,wouldyoulikemetogetintouchwithsomewhereelseforyou?C:No,thanks.IshouldsayIprefertostayhere.Afriendofminehighlyrecommendedyourhoteltome.lljustwaitheretillsix.R:Youarewelcome,sir.Perhapsyoumightfeelmorecomfortabletorestinourlobbyafteratiringjou
23、rney.Andifyouneedanyhelp,doletusknow.C:Thankyou.Noproblem.WordListDoonTIan.门卫人员Inmkn.行李箱（汽车）Tagn.标签registrationn.登记、注册baggagen.行李CaShn.现金、现款receptionistn.接待员bellman n.应接员creditn.信用贷款availablea.可得到的preferv.喜欢recommend v.推荐、介绍、建议highlyad.高度的IObbyn.（剧院、旅馆等的）门廊、门厅tiringa.使疲劳的topull uptohave a checktofil
24、l in (out)totake care ofUseful（使）停下检查、复核填写、填好留心Expressionstoshowsb.Up领某人上楼tobebookedup预订完了togetintouchwith与取得联系torecommend.to向.推荐UNIT3TheBellman3-1CarryingBaggageScene:Thebellman(Bm)doesservicefortheBellows.Bm:Goodevening,madamandsir.mthebellman.MrBeHOW(B)&.MrsBellow(M),Goodevening.Bm:Verygladtohave
25、youhere.llgetthebaggageuptoyourroom.B&m:Thankyou.Bm:Letmecarryyourbaggage.Aretheseallyours?M:Fourpieces,Henry?B:Yes.(Laughs)Bm:Allowme,madam.(Mr.Bellowtriescarryoneofthesuitcasesuptothebaggagecart.)Bm:Oh,leaveittome,lldothatforyou.B:Thanks.Bm:Itsmypleasure.Thisway,please.(Theyaregoingtotheelevatoren
26、trance.)Hereweare.Pleasetakethiselevatortotheninthfloor.ThefloorattendantwillmeetyouatyourelevatorentrancethereandshowyoutoRoom908.lltakethebaggageelevatorandgetyoursuitcasesuptotheroom.B:Verygood.Seeyouthen.Bm:Seeyou.3-2IntroducingHotelServicesScene:TheBelIman(Bm)escortsalady(L)tohersuitealongtheco
27、rridor.Bm:Thisway,please.Room308isattheendofthelongcorridor.L:Oh,marvellous!Thecorridorlookslovely,soquietandwelldecorated!Beautifulindeed!Bm:mgladthatyoulikeit.Andmsureyou,11likeyourroom.too.Allourroomsarespaciousandairy.L:Good.Bytheway,couldyoutellmeaboutyourhotelservices?Bm:Certainly,madam.Ourhot
28、elisafirst-ratehotelandchosenasthefavouriteplacetostayinbyVIPs,officialguestsandbusinessmenfrommanycountries.Thereareover300roomsofinternationalstandard,includingsinglerooms,doubleroomsandsuites.TherearefourspaciousChineserestaurantsdeluxeWestern-stylerestaurant,largeandsmallbanquethallsbar,a24-hour
29、cafeandanindoorpatiowithdrinks.L:Howaboutotherservices?Bm:Alsoavailableareabeautysalon,abarbershop,asouvenirshop.L:Haveyougotanindoorswimmingpoolhere?Bm:Yes,itsonthefirstfloor.Andwe,vegotabilliardroomandbowlingroomasWell.Theyreadytoservetheguestsattheirconvenience.L:dliketohaveabrochureofyourhotel.W
30、herecouldIgetone?Bm:YoucantakeonefromReceptionDesk.Ifyoudontmind,llcomeupagainandbringyouone.L:Oh,good.That,sverykindofyou.Bm:Notatall.malwaysatyourservice.3-3Ticket-bookingServiceScene:AttheBellCaptain,sDisk(BC),theBellowstytomakeaflightreservation.BC:Goodmorning.MayIhelpyou?Mr.Bellow(B):Yes,dliket
31、oflytoGuilinonSaturday.Couldyoubookticketsforme?BC:Youhavetobooktheticketsfivedaysinadvance.Nowit,sthebusyseasonfortravelling,youknow.Sorrytosayalltheticketsarebookedup.B:Notickets!Whatluck!ButI.BC:Iwonderifyou,dconsidergoingtherebytraininstead.Youcanhavetrainticketsandthey,remuchcheaper,actually.B:
32、Well,itseemswe,llhavetotakethetrain.BC:Whattimewouldyouliketoleave?B:Atnoon,ifpossible.BC:Howmanyticketsdoyouneed?B:Twosoftberths,please.BC:(LookingatthetimetableWill2:15beallright?B:Yes,thatllbefine.BC:Justamoment,whileIcallthestation.(Afterthecall)msorry,therearen,tanymoreseatsleftonthe2:15train,b
33、utthereisatrainleavingonSaturdaymorning.That,sNo.79specialexpress.Itwillleaveat7a.m.Whatdoyouthinkofit,sir?B:Well,Isupposellhavetotakethatone.MynameisHenryBellow.Andheresthemoneyforbooking.BC:IwishyouawonderfultriptoGuilin.B:Thankyou.TheysayGuilinleadstheworldinbeautifulscenery.Totellthetruth,mywife
34、hasbeendyingtogothere.Mrs.Bellow(M):(Appearing)andsohaveyou.WordlistSuitcasen.衣箱Cartn.小推车Supposev.假定、猜想Elevatorn.电梯Entrancen.入口处Dutyn.责任Attendantn.侍者、服务员Corridorn.走廊、通路Decoratev.装饰Airya.通风的Favouritea.特别喜爱的Standardn.标准、规格Banquetn.宴会、盛宴Pation.院子（连屋）室外就餐处Servicen.服务ChOOSeV.挑选、选择Spaciousa.广阔的、宽敞的Souveni
35、rn.纪念品Officiala.官方的、公务上的Restaurantn.饭店、餐馆Indoora.室内的SaIOnn.沙龙、美容室Brochuren.小册子Considerv.考虑Timetablen.时亥IJ表Conveniencen.便利、方便InSteadad.代替Tripn.旅程UsefulExpressionsTodoservicefor为服务，效劳Toleave.to.把，.留给Toescort.to.陪同.去Attheendof在,.的尽头Atone,sconvenience在.方便时Aswell也InadvanceIfpossible预先Tothinkof如果可能的话Totel
36、lthetruth想到Tobedyingtodoslh说实话，老实说迫不及待（干某事）UNIT4AttheInformationDesk4-1MailServiceScene:Mr.Bellow(B)isgoingtotheInformationDeskwithaletterinhishand.Receptionist(R):Goodaftrenoon,sir.B:Goodafternoon.Couldyoupleasemailaletterforme?R:Yes.Haveyoustuckonthestampsyet?B:No.Ineedtobuysome.R:(Lookingatthelet
37、ter)IsittoSanFrancisco?B:Yes.Anddliketosenditbyordinaryairmail.R:(Weighingtheletteronthescales)Twoyuanandsixtyfen.B:Overweight?R:Yes.R:Two-yuanandsixtyfen.B:Thankyou.Hereitis.(Givingthemoney)R:Hereareyourstamps.Pleasestickthemontogetherwiththeairmailstickeronthefrontoftheenvelope.B:Allright.Onemoret
38、hing,IwanttosendatelexandafaxtoNewYork.Canyouarrangeitforme?R:Oh,yes,sir,Wehavetelexandfaxserviceinourhotel.Wouldyoupleasegotothebusinesscenter?Youcansendyourtelexandfaxthere.B:Well,llbegoingthere.Thankyouforyourinfbnation.R:Youarewelcome.4-2IntroducingSomeScenicSpotsScene:TheBellowsplantogoaroundto
39、wn.TheReceptionist(R)givesthemsomesuggestions.R:Goodmorning!Mr.Bellow(B):GoOdmorning!Todaywecanaffordawholedayforsightseeing.CouldyoutellussomeplacesofhistoricalinterestinShanghai?R:HaveyoueverbeenisShanghaibefore?B:No,thisisourfirsttriphere.R:mverypleasedtosuggestthatyougotovisittheYuYuanGardenandt
40、heJadeBuddhaTemple,themainattractionsinShanghai.Theyareoftenvisitedbyforeignguests.Mrs.Bellow(M):Andwhyarethoseplacessopopular?R:BecausetheyareoftypicalChinesenationalstyle.TheYuYuanGardenisnotonlythepearlofShanghai,butalsocalledtheNo.1VistainEastChina,Youcanseebeautifulpavilions,terraces,rockeries,
41、ponds,aswellasbuildingsdecoratedwithfinebrickdesignsandwoodcarvings.B:Good,lltakesomepictures.Then,howaboutthetemple?R:TheJadeBuddhaTempleisoneofthemostfamoustemplesinChina.TherearetwowhitejadestatuesofSakyamunibroughtfromBurmamorethanahundredyearsago.M:Oh,great!We,llhaveagoodchancetofeastoureyes.R:
42、What,smore,theconstructionoftheGrandHallismagnificent.B:Ithinkllenjoythearchitectureofthetemple,too.M:Bothplacessoundworthvisiting.Henry,let,sgo.4-3ShowingthewayScene:TheBellowsareaskingthewayattheReceptionDesk.Receptionist(R):Goodmorning,sir.Mr.Bellow(B):GoOdmoming.Excuseme,butcouldyoutellmehowtogo
43、totheFriendshipStore?Ican,tfindtheexactspotonthemap.R:Yes,ofcourse.OurhotelislocatedonMingYuanRoadinthewesterndistrictofShanghai.ButtheFriendshipStoreiswithineasyreach.YoucantakeNo.27TrolleyBusandgetoffatSichuanRoad.Goaheadalongtheroadandturnleftatthefirstcrossing.Thengostraightonuntilyoufindtheseco
44、ndcrossing.Atthecomerofthestreet,you,llfindahigh-rise.That,stheshop.Mrs.Bellow(M):Henry,itseemstoocomplicated.We,llgetlost,mafraid.Shallwetryanothershop?B:Whatareyouworryingabout?IwanttobuyaChinese-Styledressforyouforyourbirthday.Theysayforeignersareofferedthebestservicethere,attheFriendshipStore.M:
45、Then,whynottakeataxi,mydear.B:Allright,letsgo.(TotheReceptionist)Couldyouorderataxicabforus?R:Yes,dbegladto.(Callsataxibyphone)Thecarisexpectedtocomewithinfiveminutes,sir.Bytheway,theFriendshipStoreisneartheHuangpuRiverandifyoucouldaffordtime,dowalkalongtheBundandseethebeautifulsceneryandtheharbor.I
46、t,salivewithactivity.B:Thatsoundslikeaverygoodidea.R:Andthere,stheOldMensJazzBandatthePeaceHotelCafe.It,swell-knownevenabroadandmuchappreciatedbyforeignguests.Ifyouareinterestedinthat,youmightgothereandhaveacupofcoffee.M:Wonderful!Thankyouforyournicesuggestions.R:Ifsmypleasure.WordListOrdinarya.普通的StiCkern.粘纸Telexn.电传Buddhista.Architecturen.建筑式样，风格Faxn.传真电报Sightseeingn.观光Typical a.典型的Pavilion n.亭子、楼阁Envelopen.信封Spot n.点、地点、场所District n.地区Rockeryn.石头假山Decoratev.装饰Trolley-b
