Unit 4 Reception Service接待服务

● Concierge Service

● At the Front Desk

Section 1 Warm-up

Discuss the following questions in pairs or in small groups and tell your partner.

（1）Which one will you choose when you travel,hotel or hostel？

（2）What do you think of the requirement of reception service？

（3）What would you do if you were an receptionist？

Section 2 Dialogues

Dialogue 1 Concierge

A—Bellman

B—Guest

A car pulls up in front of Xi Yuan Hotel and a bellman goes forward to meet the guest,opening the door of the car for him.

A:Good morning,sir,welcome to Xi Yuan Hotel.I'm the bellman, Mr.John.So do you have got altogether four pieces of baggage？

（Open the trunk,take out the baggage and look at the name on the baggage tags.）

B:Good morning,thanks,yes,four in total.

A:The reception desk is straight ahead.This way,please.

B:Thank you.

（When the guest finished the check-in,the bellman brings the guest to room.）

A:Here is your room 503,sir. May I have your key,please?Let me open the door for you.

B:Here it is. Thank you very much.

A:You're welcome,sir,it's my pleasure.（Open the door for the guest.）You first, please.Please insert your key here to turn on power switch.May I put your luggage here?Please check your luggage again.

B:Sure.Just put them anywhere.

A:How is the room temperature,sir？

B:It's rather cold.Can you turn the heating up？

A:Certainly,sir.The control board for the air conditioner is right on the wall by the light switch.You may adjust it if you don't feel the temperature is comfortable.Here is the mini bar,you can get some beverage from it,and the price list is here.Here are some coffee and tea.It is free of charge for the guest.You can enjoy it.

B:I see.By the way,do you know if the dining room is still open？

A:I am afraid it's not,sir.Their hours are 7:00 a.m.to 9:00 p.m.,would you try our room service?It's available until midnight.

B:That will be good.I'd like a cup of coffee and a sandwich.

A:OK,I'll bring them back in about fifteen minutes.

B:Just bring them to the sauna bathroom,please.I think I'll stay there for a while.

A:Yes,sir.By the way,there is a game room on the third floor,a gym on the fifth floor and an indoor swimming pool on the sixth floor.They are all open for 24 hours.You might want to use them for relaxation after your meal.

B:Thanks for your advice.Here is the tip for you.

A:Thank you,sir.It's my honor to serve you.

Words and Expressions

temperature ［ˈtemprətʃə（r）］n．温度

rather ［ˈrɑːðə（r）］adv．相当

control ［kənˈtrəʊl］v．控制

light ［laɪt］n．灯

adjust ［əˈdʒʌst］v．调整

turn up开大

air conditioner空调

Dialogue 2 Check-in

A—Clerk

B—Guest

A guest wants to check in,and a clerk receives him.

A:Good morning,sir,welcome to Vienna International Hotel,what can I do for you？

B:Yes,I want to check in,please. I've already reserved a single room online.

A:Certainly,sir. May I have your name,please？

B:Yes,it's John Galler.

A:How do you spell it,please？

B:J-O-H-N,G-A-L-L-E-R.

A:OK,please wait a minute.I'll check our reservation record.（After a while.）Thank you for waiting,Mr.Galler.You've reserved one single room for July 3rd to July 5th on Meituan App, is that right？

B:Yes,it's right.

A:May I have your ID card?We need real-name registration.

B:OK,here you are.

A:And please look at the camera.OK,here is your ID card,please keep it.

B:OK.

A:You stay here three nights,the deposit is 200 dollars,would you like to pay by credit card or in cash？

B:By credit card.

A:OK,Mr.Galler,please show me your credit card,brush 200 dollars as your deposit.Do you have a password of your card？

B:Yes.

A:OK,please input the password.This is for you to brush 200 dollars,please sign in POS list to confirm.

B:OK.

A:I'd like to confirm your reservation. One single room for Mr. Galler at 200 dollars per night for three nights from July 3rd to July 5th. Your room is 1503,and here is your key card. Please turn right for the elevator. The bellman will take your luggage and show you the way.

B:OK,may I ask a question？

A:Of course,please.

B:Can you issue an invoice？

A:Yes,we can,but we can only issue an invoice when you check out.

B:OK,thank you.

A:It's my pleasure to serve you.

Words and Expressions

reserve ［rɪˈzзːv］v．预订

confirm ［kənˈfзːm］v．确认

invoice ［ˈɪnvɔɪs］n．发票

registration ［ˌredʒɪˈstreɪʃn］n．登记

check in/out入住/退房

Dialogue 3 Morning Call Service

A—Clerk

B—Guest

A:Good evening,Vienna International Hotel Service Center.Can I help you？

B:Yes.This is Ms.Smith,room 1818.I need a wake-up call.

A:Certainly,Ms. Smith,may I know what time would you like？

B:Tomorrow morning at seven o'clock.

A:OK,Ms.Smith,tomorrow morning at 7:00 a.m.Do you need a reminding call？

B:Yes,7:10,please.

A:OK,Ms.Smith,your room number is 1818,and your wake-up call time is 7:00 a.m. and 7:10 a.m.tomorrow,is that all right？

B:Yes.

A:Anything else can I do for you？

B:How about the breakfast time？

A:The breakfast time is from 7:00 a.m. to 10:00 a.m. and location is in Cannes restaurant on second floor.Please show your room number before meal.

B:OK,thank you.

A:Anything else can I do for you？

B:No,thanks.

A:Thank you for calling,Ms.Smith.Good night.

Words and Expressions

a wake-up call叫醒服务

a reminding call二次叫醒

Dialogue 4 Check-out

A—Clerk

B—Guest

A:Good morning,sir.Can I help you？

B:Yes,I'd like to check out.

A:May I have you name and your room number,please？

B:Jack Black in room 814.

A:May I have your room key,Mr.Black？

B:Sure,here you are.

A:Please wait a moment.OK,Mr.Black,it's 400 dollars.How would you like to pay？

B:On my Visa card.Do you need the card？

A:No,we have your number on our computer.Let me print out the receipt for you.Thank you for waiting,Mr.Black,here is your bill.A double room for two nights at 400 dollars.If everything is OK,would you sign here please？

B:I'm sorry,what's the 20 dollars for？

A:That's for the drinks you ordered from your room.

B:OK,I see.

A:Please sign here.

B:Okay.

A:Here is your receipt,Mr.Black,I'll send a bellman up to get your luggage.

B:Thank you.

A:You're welcome.Have a nice day！

Words and Expressions

receipt ［rɪˈsiːt］n．收据

bill ［bɪl］n．账单

sign ［saɪn］v．签名

order ［ˈɔːdə（r）］v．点单

luggage ［ˈlʌɡɪdʒ］n．行李

print out打印

Section 3 Speaking

Speaking 1

How to Offer Reception Service?

如何提供接待服务？

1.Phrases,Sentences and Expressions

2.Role-play

Please write a play and act it out.

Setting:The room attendant comes to collect the laundry.

Speaking 2

How to Check-in?

如何登记入住？

1. Phrases,Sentences and Expressions

2.Role-play

Please write a play and act it out.

Setting:A guest（Lucy Green）has just arrived at the hotel.The receptionist is receiving him.Lucy Green had a reservation.She reserved one double room and one economic room.

Section 4 Readings

Reading 1

How to Register?

如何登记？

A receptionist's job is to welcome and register the guest.When a guest with a hotel reservation arrives at the front desk,the receptionist greets the guest and then gives out a registration form to the guest to fill out.

When the guest has completed the form,the receptionist must make sure that such information items as the guest's full name,address（home and business）,nationality,forwarding address and signature are entered correctly and legibly.If the visitor is an alien,information about his passport number,place of issue and date of issue also need to be recorded.The receptionist must also check and make sure that such reservation details as room type and departure date are not changed.Besides,the receptionist is also responsible for answering any question from the guests, helping them with any problems that they may have,answering telephones and taking messages for the guests and handling complaints from dissatisfied guests.

Another part is to deal with group check-in and large numbers of conference guests.When large tour groups and conference guests check in,it is always advisable for the receptionist to require the tour leader or the conference coordinator to handle the registration forms and hand it over to the front desk himself.

After registered,the receptionist gives the guest his/her room key,tells him/her his/her room number and the floor it is on and the daily room rate.Then the receptionist explains the hotel's service to the guest or informs the guest of the place.Finally the receptionist should wish the guest an enjoyable stay at the hotel.

Notes：

（1）The receptionist greets the guest and then gives out a registration form.

接待员问候客人，然后分发登记表。

give out..．的意思为“给……，分发”。

e.g.There were people at the entrance giving out leaflets.

入口处有人在散发传单。

（2）The receptionist will also check and make sure that such reservation details as room type and departure date are not changed.

接待员还会检查并确保如房间类型和出发日期等预订细节不会更改。

such...as..．的意思为“例如……”。

e.g.Don't read such poems as sonnets.It's too hard for you.

不要读十四行诗之类的诗。这对你来说太难了。

make sure that..．的意思为“确保……、确认……”。

e.g.I only want to make sure that this is my row.

我只是想确认一下这是不是我的那排位置。

（3）The receptionist is also responsible for answering any question from the guests, answering telephones and taking messages for the guests and handling complaints from dissatisfied guests.

接待员还负责回答客人的问题，接听电话，为客人留言以及处理客人的投诉。

be responsible for..．的意思为“对……负责、是……的原因”。

e.g.Our client wanted to be responsible for testing the application.

我们的客户想要负责测试这个应用程序。

from...to..．的意思为“从……到……、来自”。

e.g.From start to finish,it was just horrible.

从头到尾，真是累极了。

Questions：

（1）What is a receptionist job？

（2）What should the guest do？

（3）When you sign your name,can you just put your first name on it？

Reading 2

Hotel Service

酒店服务

The service that a modern hotel,especially a deluxe hotel provides for its guests is getting more and more extensive and sophisticated.The thousands of hotels all around the world compete with one another in adding new temptation to the already dazzling array of service.Travelers,on business or for pleasure,have never been so comfortable,luxuriously and conveniently accommodated,so meticulously served,so well fed and so happily entertained.The present day traveler can have all the comfort of his home throughout his trip and in most cases even find himself more comfortable“homes away from home”.Below is a list of service,a guest staying in a modern five star hotel can expect to enjoy.It will give you an idea just how these luxury hotels go out of their way to please their clients.

Easy Check-in and Check-out

There is nothing as frustrating as a guest waiting on a long check-in queue when he or she has spent the whole day just getting to the hotel.Luxury guests dislike having to wait.Their luggage should not take more than ten minutes to arrive into their room.Luxury hotels should offer express checkouts,while discrepancies on their bills should be swiftly settled.The reservation process, whether done by a travel agent or other parties,by phone or online should be simple while the guest gets all the help they need.

Enlightened Service Features

Guests in luxury hotels should have the feeling that they are appreciated and valued.They should expect personnel who greets them with a warm smile at all the counters.Housekeeping should be thorough,dependable and quiet.A maid should never remove anything belonging to a guest,including wet shower caps,empty shopping bags.In addition,it is essential to have a nightly turn-down service.

Excellent Hotel Dining

Even small boutique hotels should offer their guests places to eat as well as another place that they can have drinks.The bar and restaurant should be attractive and offer excellent food.It is a must that room service is offered.It should be offered around the clock in urban hubs.Many hotels include breakfast as part of the room rate.Usually, such breakfasts are excellent buffets.Additionally,the food should be served by polite and respectful waiters.

Notes：

（1）The service that a modern hotel,especially a deluxe hotel provides for its guests is getting more and more extensive and sophisticated.

现代酒店，尤其是豪华酒店为客人提供的服务越来越广泛和复杂。

extensive的意思为“广泛的、大量的、广阔的”。

e.g.All these issues have been extensively researched in recent years.

所有这些问题近年来都得到广泛地研究。

sophisticated的意思为“复杂的、精致的、久经世故的、富有经验的”。

e.g.This process ought to be highly sophisticated.

这个过程应该是非常复杂的。

（2）The thousands of hotels all around the world compete with one another in adding new temptation to the already dazzling array of service.

世界各地成千上万的酒店相互竞争，从而使已经令人眼花缭乱的服务更具吸引力。

thousands of的意思为“许多、无数、成千上万的……”。

e. g. I will not be afraid of thousands of people,that have set themselves against me round about.

即使有成千上万的百姓来攻击我，我也不怕。

compete with的意思为“与……竞争”。

e.g.They cannot compete with China.

它们无法与中国竞争。

dazzling的意思为“耀眼的”。

e.g.He gave Alberg a dazzling smile.

他向艾尔伯格粲然一笑。

（3）Travelers,on business or for pleasure,have never been so comfortable,luxuriously and conveniently accommodated,so meticulously served,so well fed and so happily entertained.

无论是出差还是游玩，旅游者从来没有像现在这样舒适，住宿豪华方便，被精心服务，吃得好、玩得开心。

luxurious的意思为“奢侈的、丰富的、放纵的、特级的”。

e.g.The dining room is luxuriously furnished and carpeted.

餐厅里的家具和地毯非常豪华。

meticulous的意思为“一丝不苟、小心翼翼”。

e.g.He was so meticulous about everything.

他对任何事情都很小心谨慎。

（4）It will give you an idea just how these luxury hotels go out of their way to please their clients.

它会让你知道这些豪华酒店是如何努力取悦客户的。

go out of one's way to do sth．的意思为“不辞辛劳做某事”。

e.g.If you are the one calling your friend to make plans and going out of your way to be with her,but she makes no attempt to go out of her way for you,there's a problem.

如果你让朋友做计划，然后调整自己的计划来迁就她，而她却不想改变来迁就你，那就有问题了。

（5）Luxury hotels should offer express checkouts,while discrepancies on their bills should be swiftly settled.

豪华酒店应提供快捷的结账服务，而账单上的不符之处也应迅速得到解决。

discrepancy的意思为“不符、矛盾、差异”。

e. g. Much of this discrepancy is to do with history.

这种差异在很大程度上与历史有关。

Questions：

（1）Do travelers like to stay in hotels these days？

（2）What's the requirement of housekeeping？

Section 5 Simulated Writings

Writing 1

A Complaint Letter

一封投诉信

1.Writing Skills

投诉信是对产品或服务表示不满的信件。当遇到不满意的服务时，写信投诉是很常见的一种方式。怎样才能合理表述不满，又能显得理由充分呢？

投诉信的基本结构：①提出投诉内容；②说明具体情况；③提出解决办法。

投诉应重点表明投诉的原因，叙事应客观、准确、简洁，最后提出的解决方法应切实可行。在表达自己的不满时，要把握分寸，不失风度。

2.A Sample Writing

Dear Sir，

I am happy that the refrigerator we ordered last week has arrived on time.But it is a great pity that we find there is something wrong with the refrigeration facilities.

After we used it for several days.We found that food stored in the refrigerating apartment turned bad quickly.When we finally decided to take the temperature in it,we were surprised to find it was around 15℃,far from the standard temperature range from 0℃ to 9℃。

This problem has affected our normal life.Would you please let me know whether you can send a repairman as soon as possible or not?I hope that my problem will get your kind consideration.

Yours faithfully，

Li Ming

3.Writing Practice

Suppose that you stay in a hotel which is famous for its good service.However,during your stay in the hotel,the air conditioner in the guest room is not working well,the room is not cleaned,and the service staff does not agree to change the room.Please write a complaint letter to the hotel in the name of Cindy and explain your experience.

Writing 2

Introduction of Hotel

酒店介绍词

1.Writing Skills

一般来说主要阐述以下几方面：

①酒店地点，如距离火车站、机场、汽车站等的距离；

②房间类型；

③酒店优势，如交通便利、环境优美、酒店配套齐全等；

④结束语，如“酒店全体员工以周到的服务，热忱期待您的光临”。

2. A Sample Writing

一家酒店新开业，为了吸引宾客，希望在互联网上做宣传。请为其写一篇介绍。

具体信息如下：距白寒山入口处500米；提供普通套房、行政套房、单人房和双人房4类客房；单人间（共20间）,100元/天；双人间（共15间）,150元/天；提供热水淋浴；有中西餐厅、咖啡厅；游泳池免费开放；欢迎预订。

Welcome to Baihan Mountain Hotel

Baihan Mountain Hotel is now open for business.Our hotel stands 500 meters away from the entrance of Baihan mountain.

It has 20 single rooms and 15 double rooms,all with hot showers.The hotel provides 4 kinds of room,including the suites,executive suites,single rooms and double rooms.A single room is 100 yuan and double room 150 yuan for one night.You are advised to book in advance.The hotel serves three meals a day and there are Chinese food and western food for you to choose from.You can also enjoy yourself at the café drinking tea or coffee in the evening.We also have a swimming pool,which is open all day and free of charge.

All are welcome！

3.Writing Practice

For this part you are required to write an essay about a hotel where you stayed during travelling.You should write at least 150 words but no more than 200 words.

Section 6 Supplementary Reading