上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd.
PARTⅠTHE FRONT OFFICE Ⅰ
INTRODUCTION The manager’s 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” .The front office staff’s efficiency and personality are of great importance to guest’s vacation or business, and indeed, the hotel’s 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’ 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 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 hotel’s problems so that the operation can be bettered. In short, all staff ought 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
List
Remark n.陈述、言语 Nerve n.神经
efficiency n.效率 personality n.个性
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上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd.
Realization n.实现 Operation n.经营 Ruin υ.崩溃、毁灭 Reservation n.预订 Register υ.登记、注册 Assign υ.分配、指定 Baggage n.行李 Distribute υ.分发 Deliver υ.投递、递交 Occupancy n.居住、占用 Currency n.货币
smart α.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 υ.解决、安定 complaint n.投诉、抱怨 soothe υ.安抚 reveal υ.显示 financial α.财政的、财经的 satisfaction n.满意
Useful
Expressions
Not only … but also … to seen to a liking for So that To check SB. Out in order to ought to in short
不仅…而且… 似乎,好像…… 对……喜爱 …以便 结某人的帐(以使之可离开旅馆) 为了…… 应当…… 简言之,总而言之
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上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd.
UNIT 1 Room Reservations
1-1
A long Distance call Reservation
Scene: 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 Haitian Hotel in Shanghai through a long distance call. Reservations (R): Shanghai Haitian Hotel. Reservation Desk. Can I help you? B: I’m calling from New York. I’d 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 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, Mr. Bellow. British suite without breakfast from May 26th to May 29th. 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. You’ll be expected to be here then.
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Am I
上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd.
B: That’s fine. Thank you, madam. Good-bye. R: Good-bye.
1-2
A Group Reservation
Scene: 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. I’d like to book 10 double rooms with twin beds for five days. R: For which dates? 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: That’s fine. R: By the way, how will they be getting to Shanghai? Will they be coming by air? C: Yes. R: Could you give me the flight number, please, in case the plane’s late? C: Oh, sorry. I don’t know the flight number, but I’ll let you know by phone tomorrow. R: Thank you, sir. C: Oh, yes. According to the program, they’ll have a meeting on the 25th. Have you got a big? Conference hall? R: Yes, sir, we have a very nice multi-function hall, but you’ll have to speak to the manager About that. Please hold on a moment and I’ll see if I can put you through.
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上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd.
1-3
A Local Call Reservation
Scene: The Reservations (R) answers the phone as soon as it rings. R: Reception. Can I help you? Client (C): I’d 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 don’t know, but it could be anything from seven to tend. R: Then we can only confirm a room from the 20th to the 27th. I’m afraid we won’t be able to Guarantee him a room after the 27th. We usually have high occupancies in the peak seasons. C: What if there isn’t any room then? R: Don’t 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 breakfast? 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. We’ll send you a check right away. R: Thank you, sir. C: Thank you. Good-bye.
Word
List
Reservation n.保留、预定 Suite n.套房 Roman α.罗马的
charge υ.收费 reservationist n.预订处值班员 deluxe n.豪华
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上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd.
Presidential α.总统的 Client n.顾客 Confirm υ.进一步确定、证实 Discount n.折扣 Program n.议程、节目 Reception n.接待,欢迎 Expense n.花费、经费、费用
list n.表、目录、名单 rate n.价格等级 flight n.飞行、航班 conference n.会议 guarantee υ.保证 check n.支票
Useful
Expressions
to make a reservation to check in by the way in case according either…or… right away
预订 登记 顺便 以防(万一) ,假使 根据、按照 或者…或者 马上、随即
UNIT 2
At the reception Desk
2-1
At the Entrance
Scene: A car pulls up in front of Huatian Hotel and a doorman (Dm) goes forward
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上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd.
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 trunk out the baggage and looking at the name on the baggage tags) I’m 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! We’ve got only four. B: I see. (To the doorman) Sorry, boy. You’re right. Four pieces. Dm: Never mind, Mr. Bellow. The Reception Deck is straight ahead. After you, please. B: Yes, thank you.
2-2
The Registration
Scene: 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 room with bath three weeks ago. I’m Henry Bellow. R: Just a moment, please, Mr. Bellow. I’ll 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 giving them back) Thank you, sir. And would you mind filling in the registration form? B: I’ll take care of it. (Filling out the form)
Here you are. Is it all right?
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上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd.
R: Yes, thanks. How are you going to pay, in cash or by credit card? B: Could I pay with traveller’s checks? R: Certainly. Here’s the key to Room 9
  08. 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 Guest Scene: A gentleman steps in, trying to find a room for the night. Receptionist(R): Good afternoon, sir. May I help you? Client(C): Yes, please. I've just arrived from Hong Kong. Could you let me have a room for this evening? R: Have you made a reservation, sir? C: I’m afraid not. R: How many people do you have, please? C: Just one. I’m alone. R: Just a moment, please. I have to check if there’s a room available. … Oh, sorry, Sir.All the rooms are booked up. But I think we’ll be able to arrange for a room after six o’clock 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. I’ll just 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.
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上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd.
Word
List
Doorman. 门卫人员 Tag n.标签 registration n.登记、注册
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
receptionist n.接待员 bellman n.应接员 prefer v.喜欢 recommend v.推荐、介绍、建议 tiring a.使疲劳的
Useful
Expressions
to pull up to have a check to fill in (out) to take care of to show sb. Up to be booked up to get in touch with to recommend … to
(使)停下 检查、复核 填写、填好 留心 领某人上楼 预订完了 与……取得联系 向……推荐……
UNIT 3
9
上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd.
The
Bellman
3-1 Carrying Baggage
Scene: The bellman (Bm) does service for the Bellows. Bm : Good evening ,madam and sir.I’m the bellman.Mr Bellow(B)&.Mrs Bellow(M),Good evening. Bm: Very glad to have you here. I’ll get the baggage up to your room. B&m: Thank you. Bm: Let me carry your baggage. Are 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, I’ll do that for you. B: Thanks. Bm: It’s my pleasure. This way, please. (They are going to the elevator entrance.) Here we are. Please take this elevator to the ninth floor. The floor attendant will meet you at your elevator entrance there and show you to Room 9
  08.I’ll 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 Services
Scene: The Bellman (Bm) escorts a lady (L) to her suite along the corridor. Bm: This way, please. Room 308 is at the end of the long corridor.
10
上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd.
L: Oh, marvellous! The corridor looks lovely, so quiet and well decorated! Beautiful indeed! Bm: I’m glad that you like it. And I’m sure you’ll like your room.too.All our rooms are spacious and airy. 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 rooms, 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 shop… L: Have you got an indoor swimming pool here? Bm: Yes, it’s on the first floor. And we’ve got a billiard room and bowling room as Well. They ready to serve the guests at their convenience. L: I’d like to have a brochure of your hotel. Where could I get one? Bm: You can take one from Reception Desk.If you don’t mind, I’ll come up again and bring you one. L: Oh, good. That’s very kind of you. Bm: Not at all. I’m always at your service.
3-3
Ticket-booking Service
Scene: At the Bell Captain’s Disk (BC), the Bellows try to make a flight reservation. BC: Good morning. May I help you? Mr. Bellow (B): Yes, I’d like to fly to Guilin on Saturday.Could you book tickets for me? BC: You have to book the tickets five days in advance. Now it’s the busy season for travelling, you know. Sorry to say all the tickets are booked up.
11
上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd.
B: No tickets! What luck! But I … BC: I wonder if you’d consider going there by train instead. You can have train tickets and they’re much cheaper. actually. B: Well, it seems we’ll 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 a
 

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