酒店情景英語chapter 2 Bell Service

Chapter2BellServicePartIDialoguesPartIIVocabularyStudyPartIIIListeningandSpeakingPartIVPracticalWritingPartVFeatureReadingDialogue1OpeningtheCarDoorfortheGuestContext:Aguestarrivesthehotelbytaxi.Abellmanreceiveshim.Pre-listeningquestions:

1)Whatdosethebellmandofortheguest？2)Whenwilltheguestisluggagebesenttohisroom?Staff:Goodmorning,sir.Welcometoourhotel.Guest:Goodmorning.Staff:Becarefulasyoustepdown.Guest:Thankyou.Staff:Isitallyourluggage?Guest:No,Ihaveanthersuitcaseintherearofthecar.Staff:

Letmecarrythisforyou.Guest:Thanks.thatiskindofyou.Staff:Youarewelcome.haveyoueverbeentoChinabefore?Guest:No,itismyveryfirst.Ihavewantedtoseethebeautifulcountryforsolong.Staff:Therearealotofplacesworthsightseeinginthecountry.

Ihopeyouwillfindyourstayhereenjoyable?Guest:Ihopeso,too.Staff:Thisway,please.Thereceptiondeskisoverthere.Thebellmanwillsendyourluggageuptoyourroomafteryourhavecheckin.Guest:Fine.Thanksforthetrouble.Staff:Notatall.Wearealwaysatyourservice.Dialogue2

MeetingtheDisabledGuestsContext:acouplearriveatthehotelbytaxi.Thebellmanrecognizesthem.Butoneofthemhasbecomecrippled.Hegoesuptomeetthem.Pre-listeningquestions:WhathashappenedtoMrs.Jones2)Wheredotheycheckin?Staff:Welcometoourhotel.Mr.Jones.hownicetoseeyouagain

Guest1:Nicetoseeyouagain,too.Staff:Watchyourstepswhilesteppingdown.thegroundisalittlerslippery?Guest1:Thanksiwill.Staff:(Openingthefrontdoorofthecar)welcomeMrs.Jones.howareyou.Guest2:Fine,apartfromonething.Itismylegs,youknow.Icannotwalksincetheaccident.Staff:Iamsorrytohearit.butdon'tworry.We'vepreparedwheelchairforyou.?Guest2:Oh,itisverykindofyoutodoso..Staff:Don’tmentionit.Letmehelpyouintothechair.Guest2:Good.wechoosetostayinyourhotelbecauseofyourconsiderateservice.Staff:I’mgladtohearit,Mrs.Jones.Werealwaysatyourservice.Guest2:Idon’tknowhowIcanthankyouenough.Staff:Itisrealpleasureformetodoit.Guest2:Canwegotoourroomdirectly?Staff:Yes,weprovidein-roomcheck-inforthedisabledguest.Guest2:That’sgreat.

Context:Aguestdriveshercartothehotelforthenight.Thebellmanhelpsherparkthecar.Pre-listeningquestions:Whatseemstobethetroublewiththeguest?Whenwillthekeybereturnedtotheguest?Dialogue3ValetParkingStaff:Welcome,madam.whatcanIdoforyou?Guest:Ihavebookedaroominyourhotel.Staff:Soyoumeanyouarecheckingintoday?Guest：Exactly.ButwheredoIparkmycar.Staff:Inthegaragearoundthecorner,that’sattheendofthedrive.Guest:Well…youknow,itismyveryfirsttodrive.Ialwaysfinditdifficulttobackthecarintothegarage.Staff:Doyouwantmetogiveyouahand?Guest:Thatwouldbebetter.Staff:Ok,noproblem.Justleaveittome?Guest:Thankyou.Staff:YoumaygotothereceptiondeskfirstwhileIamparkingthecar.Andillreturnthekeytoyoulater.Guest:That’swillbefine.Seeyoulater.Staff:Seeyouthen,madam.Context:Aguesthassettledhishotelbill.Thebellmanseehimoffatthelobbyandhelpshimintothecar.Pre-listeningquestions:Whatisusuallysaidwhenyouareseeingguests?Whywilltheguesttellhisfriendsaboutthishotel?Dialogue4

SayingGoodbyetotheGuestStaff:Ihopeyouenjoyyourstayhere,sir.Guest:Yes,quitepleasant.Staff:Allyourluggageishere.Andthetaxiiswaitingjustoutside.Guest:thanksalot.Staff:You'rewelcome.Welookforwardtoseeingyouagain.Guest:IwillrecommendyourhoteltomyfriendsforyourgoodserviceStaff:Iwouldbeveryniceofyoutodoit.We’realwaystobeofhelptoyou.Guest:IreallyappreciateyourhelpStaff:Thankyou.Watchyourstep,sir.Pleasegetonthetaxi.Guest:Goodbye.Staff:Bonvoyage.Goodbye.VocabularyStudyIntherearofSightseeingDeskDisabledSlipperyWheelchairConsiderateIn-roomcheck-inParkgarageRecommendBonvoyage在…后面觀光有殘疾的滑的輪椅周到的客房（上門）入住登記車庫(kù)推薦一路順風(fēng)；再見Exercise1:Matchtheexpressionsontheleftwiththebestmeaningontheright.-----reara.thoughtful-----disabledb.thebackpartofvehicle-----consideratec.goodjourney4.-----recommendd.notabletouseapartofonesbody5.-----bonvoyagee.toadvisesomeonetodosomethingExercise2:Completethefollowingwithwordsorexpressionsfromthedialogues.Somehotelsprovidein-roomc------forthedisabledguests.R-------deskagent,reservationagent,telephoneoperator,bellcaptain,conciergeareregardedasskilled-levelpositionsofthefrontoffice.Youcannotp----yourcarhere,forthereisnovacancy.4.Whenrealitymatchescustomersexpectation.Theyratethes-----assatisfactory.5.I'vegotaworldofluggage.Couldyoucalltheb----tohelpmewithit?1.FunctionalSentences歡迎客人Goodmorning,sir.welcometoourhotel.Welcometoourhotel,------.Mr.Jones.Hownicetoseeyouagain.Mr.Jones.howareyou?開/關(guān)車門Becarfulasyoustepdown.Watchyoursteps------

Whilesteppingdown.Thegroundisalittlebitslippery.Sir.Pleasegetonthetaxi.引領(lǐng)客人進(jìn)入大堂Thisway,please.thereceptiondeskisoverthere.Watchoutfortherevolvingdoor.答復(fù)客人感謝語Notatall.Weareatyourservice.Wearealwaysofhelptoyou.Iamglandtohearit.Don’tmentionit.Itisrealpleasureformetodoit.接待殘疾客人LetmehelpyouGetoffthecar.Intothechair.Throughthatpassagewithoutsteps.We'vepreparedawheelchairforyou.Weprovidei-roomcheck-inforthedisableguests.主動(dòng)提供幫助Doyouwantmetogiveyouahand?WhatcanIdoforyou?IsthereanythingIcandoforyou?

泊車服務(wù)Thegarageis----.Aroundthecorner.Attheendofthedrive.Ok,noproblem.justleaveittome.YoumaygototheReceptionDeskfirstwhileIamparkingthecar.Iwillreturnthekeytoyoulater.與客人道別Allyoubaggageishere.Thetaxiiswaitingjustoutside.Ihopeyou’veenjoyyourstayhere,here,sir.Welookforwardtoseeyouagain.2.AnswertheFollowingQuestionsHowwouldyougreettheguestwhohasneverstayedinyourhotelbefore?Whatwouldyousaytoofferhelptoguestsarrivingatthehotel?Whatisyourresponsetoguests“thank-you”expressions?Howwouldyoudirectthegueststoparktheircar?Whatwouldyousaytoguestswhohavecheckedoutandareleavingyourhotel?Exercise1:

Listentotheshortdialogues.

Fillintheblanks.Thenpracticewithyourpartner.Dialogue1Staff:Goodmorning.sir.--------Guest:Hello.Itisnicehere.Staff:Thankyou------------,please.Guest:Thanks.Dialogue2Staff:-----------inthetrunkofthecars?Guest:Yes,severalpieces.Staff:-------------it.Guest:That’ssokindofyou.Dialogue3Staff:----------,Mr..andMrs.Reagan.Guest:Nicetoseeyouagain,too.Staff:Wehopeyou--------asyoudidbefore.Guest:IamsureIwillDialogue4Staff:-------withthepram?Guest:No,thanks.Wecan------.Staff:-------,madam.Guest:Thankyou.Dialogue5Staff:---------madam.Guest:No,it’smyfriend’sStaff:Letme------intothegarage.Guest:Sokindyou------alotoftrouble.Dialogue6Staff:Thisisthe--------asyoustepin.Guest:Thanks.Staff:Wehopeyou-----.Goodbye.Guest:Ihaveawonderfultimehere.Bye-bye

Exercise2:

ListenandFillintheMissingInformation.MeetingtheGuestArrivaltime:Howtheguestarrived:weather:TheguestcometoBeijing:WhytheguestcametoBeijing:Exercise3:

Listenandfillintheblanks.Staff:Goodevening,sir.-------EvergreenHotel.Reservations.Guest:Goodevening,whataday.Itis------.Staff:Yes.Please---------asyougetoutthecar.Thegroundisalittlebitslippery?Guest:sure.Staff:Isyourluggageallhere?Guest:Yes.Staff:---------anescortyoutotheReceptionDesk.Guest:Thankyou.Staff:IsityourfirstvisittoBeijing,sir?Guest:No,I-------ago.Staff:You------atourhoteltomorrow,Iguess..Guest:Thatisright.Staff:Hereweare,sir.Doyou-------whileyouarecheckingin?Guest:Thatwouldbebetter.Bytheway,whatisthetimenowhere?.Staff:Itis-------Guest:Thankyou.

Exercise4:

CompletethedialogueorallywiththeChineseprompts.Staff:(先生你有急事嗎？我能幫你嗎？）Guest:Yes.canyougetmeataxi.Staff:.(請(qǐng)稍候片刻。我來讓應(yīng)接員替您叫車）Guest:Ihaveanappointmentwithmyclientat7:00p.m.Notmuchtimeforme.Staff:(現(xiàn)在時(shí)下班時(shí)間，所以很難找到出租車）Guest:Icantwaittolong.Staff:(但是我們會(huì)盡力叫車。我鄉(xiāng)車很快就會(huì)來）Guest:OK,thankyou.Exercise5:RolePlay一位客人乘出租車來到飯店下榻，她有兩只手提箱放在出租車后箱。應(yīng)接員迎了上去。一對(duì)年輕夫婦帶著不滿周歲的孩子來飯店入住。應(yīng)接員迎了上去，把他們帶勁進(jìn)了大堂。一位客人退房后要求應(yīng)接員替她把車從飯店車庫(kù)取出來。HotelDirectorySignature

旅游飯店設(shè)立的服務(wù)項(xiàng)目，設(shè)施等具體情況可以用圖形符號(hào)來表示，以便旅游飯店想不同國(guó)際的旅客提供準(zhǔn)確明晰的服務(wù)信息。各圖形符號(hào)可與文字配合使用，可根據(jù)環(huán)境需要選者不同形狀，不同尺寸的外觀。圖形的符號(hào)的顏色應(yīng)與背景形成叫強(qiáng)的反差。個(gè)圖形符號(hào)應(yīng)保持在正方形內(nèi)框中，并注意個(gè)圖形要素的比例及與邊框的位置關(guān)系表示方向入口出口緊急出口樓梯上樓樓梯下樓樓梯自動(dòng)扶梯電梯殘疾人設(shè)施衛(wèi)生間男性女性DirectionWayinWayoutEmergencyexitStairsupStairdownEscalatorElevator;LiftFacilitiesforthedisabledpersonToiletMale;ManFemaleMen’slockerWomen'slockerDrinkingwaterMailboxPostalserviceTelephoneWesternRestaurantChineserestaurantSnackbarBarCoffeeFlowerBookandnewspaperConferenceroom男更衣室女更衣室飲用水郵箱郵政電話西餐中餐快餐舊吧咖啡花卉書報(bào)會(huì)議室手續(xù)辦理（接待）問訊貨幣兌換結(jié)帳失物招領(lǐng)行李寄存行李手推車?yán)戆l(fā)（美容）舞廳卡拉電影桑拿浴按摩游泳Check-in;ReceptionInformationCurrencyexchangeSettleaccountsLostandfound;LostpropertyLeftluggageLuggagetrolleyBarberDancehallKaraokebarCinemaSaunaMassageSwimmingChessandcardsTabletennisBilliardBowlingGolfSquash/RacketballTennisGymnasiumSportingactivitiesSilenceSmokingallowedNosmoking棋牌乒乓球臺(tái)球保齡球高爾夫球壁球網(wǎng)球健身運(yùn)動(dòng)場(chǎng)所安靜允許吸煙禁止吸煙Exercise:PlanadirectorysignatureforyourhotelhealthcenterLeavingGuestaGoodFirstImpressionPre-readingquestions:Whatserviceshouldthefrontdoorbellpersonoffertotheguest?Howshouldthebellpersongreettheguestsatthefrontdoor?

Eachhotelemployeeisinapositioninsomewaytohelpguestsandmakethemfeelwelcome.Someofthehotelbellpersonsareresponsibleforwelcomingguestsastheyarriveatthehotel.Usuallytheirpositionisinfrontofthehotelornearthefrontdoor.Sincethebellpersonisthefirsthotelemployeemanyguestscontact,thewarmthandcourteoushelphe/shegivescanhaveeffectontheguestsisentirevisit.

Thename“bellman”camebecause,inearlieryears,thestaffwouldcometothe”frontdesk”tohelpaguestwhenabellwasrungasacalltothem.Thesebellpersonsreporttotheconcierge,helpguestsenterandleavethehotel,helpguestswithluggage,storeandhandleluggage,aidguestsgettinginandoutofautosbyopeningandclosingdoorsmakenecessaryarrangementsfordispatchingtaxianddirectandoverseetrafficinhoteldriveway.Theyalsoprovideinformationaboutroads,localdirections,andplacesofinterest,workwiththegaragetohaveguestcarsdeliveredandpickedup,andobservethehotel

drivewaytopresentunauthorizedparkingorstandingofcars.Incaseofrains,employeesshouldholdanumbrellatosheltertheguestsastheyaregettingoutthecar.WhenopeningthecardoorforguestswithBuddhistandIslamicbeliefs,itisnotallowedtoputahandontheupsideofthedoorframe,becausetheyregarditasanimpoliteactthem.Exercise1:

choosefrombelowanappropriateChinesetomatcheachequi