酒店情景英语对话

酒店情景英语对话 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. PART?THE FRONT OFFICE 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 efficiency n.效率 Nerve n.神经 personality n.个性 1 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. Realization n.实现 smart α.活泼的、精明的 Operation n.经营 appearance n.外表 Ruin υ.崩溃、毁灭 good manners 彬彬有礼 Reservation n.预订 adaptability n.适应性 Register υ.登记、注册 figure n.数字 Assign υ.分配、指定 settle υ.解决、安定 Baggage n.行李 complaint n.投诉、抱怨 Distribute υ.分发 soothe υ.安抚 Deliver υ.投递、递交 reveal υ.显示 Occupancy n.居住、占用 financial α.财政的、财经的 Currency n.货币 satisfaction n.满意 Useful Expressions Not only … but also … 不仅…而且… to seen to 似乎，好像…… a liking for 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 2 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? ththB: From May 26 to May 29. ththR: Very well, Mr. Bellow. British suite without breakfast from May 26 to May 29. 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. You’ll be expected to be here then. 3 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? rdththC: For May 23, 24, … and 27. 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. thC: Oh, yes. According to the program, they’ll have a meeting on the 25. 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. 4 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 th On the 20 of this month. R: How long will he be staying? C: I don’t know, but it could be anything from seven to tend. ththR: Then we can only confirm a room from the 20 to the 27. I’m afraid we won’t be able to th Guarantee him a room after the 27. 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 charge υ.收费 Suite n.套房 reservationist n.预订处值班员 Roman α.罗马的 deluxe n.豪华 5 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. Presidential α.总统的 list n.表、目录、名单 Client n.顾客 rate n.价格等级 Confirm υ.进一步确定、证实 flight n.飞行、航班 Discount n.折扣 conference n.会议 Program n.议程、节目 guarantee υ.保证 Reception n.接待，欢迎 check n.支票 Expense n.花费、经费、费用 Useful Expressions to 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 either…or… 或者…或者 right away 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 6 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. th Yes, you have reserved a British suite from today to the 29. 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? 7 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 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 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. 8 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. Word List Doorman. 门卫人员 trunk n.行李箱(汽车) Tag n.标签 baggage n.行李 registration n.登记、注册 cash n.现金、现款 receptionist n.接待员 credit n.信用贷款 bellman n.应接员 available a.可得到的 prefer v.喜欢 highly ad.高度的 recommend v.推荐、介绍、建议 lobby n.(剧院、旅馆等的)门廊、门厅 tiring a.使疲劳的 Useful Expressions to 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 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 908.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. Make up room Staff : Good afternoon, Mrs Anderson. Can I clean your room now? Guest: Could you please come back again. I’m tied up at the moment. I’ve some visitors Staff : All right, no problem. When do you need me to come back? Guest: How about 6:00. is that all right? Staff : Sorry, I’ll be off then. I’ll finish working at 5:30., but don’t worry. One of my colleagues will come. Guest: OK Staff : By the way, do you need an adapter? Guest: Yes, I did ask for one Staff : Here you are. I’ve got it for you 11 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. Guest: Thank you Staff : Not at all. 客人打DND Guest : Good afternoon. Smith speaking Attendant : Good afternoon sir. This is Nicole speaking from the Housekeeping Department. I’m terribly sorry to disturb you, but when can we clean your room? Guest : Why do you ask? Is there a problem? Attendant : Well, your DND sign is still on your door. Guest : Is it? I’m sorry. I forgot to take it of the door knob. You can come whenever you want. Attendant : Oh. Thank you very much. 开夜床服务: Attendant: Good evening, may I come in for turn down service? Guest: Yes, come in please. Attendant: Is there anything else I can do for you? Guest: Yes, I would like a few more towels. Attendant: Sure. Just a moment. I will go and get them at once. Here you are, sir. Guest: Thank you very much. Attendant: You’re welcome. Guest: Good night. Attendant: Good night. 收取客衣: Attendant : Good afternoon. Laundry service. May I help you? Guest : Good afternoon. This is Mr. Morris speaking. I just checked-in and I’ll have a meeting in a few hours, but my suite is folded. Can I have it pressed? Attendant : That is no problem, sir. You need it within a few hours? Guest : Well, I’d rather have it within an hour. Attendant : OK, but there is a surcharge fro express service. Guest : I know, but that is fine with me. I need it to be pressed Attendant : All right. I will send someone to pick it up in a few minutes. Guest : I won’t be in my room then because I have to leave right away. I’ll put my suite on the door Attendant : What is your room number, sir? Guest : My room number is 318 12 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. 送回客衣: Attendant : Good evening. Laundry office. May I help you? Guest : Good evening. This is Ms. Taylor in room 548. Today I had my laundry done, but I think it has not been returned. Attendant : That is strange, because we’ve already returned all the laundry. Whick items did you have as laundry? Guest : Well, in fact it was not laundry. I had two slacks and a jacket for dry cleaning. Attendant : Aha. Did you check your wardrobe. Because normally we hang it back there. Guest : No. I did not. One moment, I’ll check it. They are back. Sorry for bothering you. Attendant : No problem at all, Ms Taylor. Good night. 寻找客衣: Guest: Hello, Madam. They’ve just returned my laundry but I’m missing a pair of socks. Attendant: Oh, I’m sorry. Can you tell me what colour your socks are? Then I’ll see if I can find them. Guest: My socks are blue with green Attendant: Blue with green. One moment please. Hello, sir. I found two pairs of blue with green socks. Both with a different room number. Guest: Well, my room number is 465. Attendant: 465. Well, then I have your socks here too. I’ll send them to your room as soon as possible. Guest: Thank you very much. Attendant: You’re welcome, and dory again. 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. B: No tickets! What luck! But I … 13 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. 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 at the timetable) Will 2:15 be all right? B: Yes, that’ll be fine. BC: Just a moment, while I call the station. …(After the call) I’m sorry, there aren’t any more seats left on the 2:15 train, but there is a train leaving on Saturday morning. That’s No.79 special express. It will leave at 7 a.m.. What do you think of it, sir? B: Well, I suppose I’ll have to take that one. My name is Henry Bellow. And here’s 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 list Suitcase n.衣箱 Suppose v. 假定、猜想 Cart n. 小推车 Elevator n. 电梯 14 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. Entrance n. 入口处 Duty n. 责任 Attendant n. 侍者、服务员 Service n. 服务 Corridor n. 走廊、通路 Choose v. 挑选、选择 Decorate v.装饰 Spacious a. 广阔的、宽敞的 Airy a. 通风的 Souvenir n. 纪念品 Favourite a. 特别喜爱的 Official a. 官方的、公务上的 Standard n.、规格 Restaurant n. 饭店、餐馆 Banquet n. 宴会、盛宴 Indoor a. 室内的 Patio n. 院子(连屋)室外就餐处 Salon n.沙龙、美容室 Brochure n.小册子 Convenience n. 便利、方便 Consider v.考虑 Instead ad. 代替 Timetable n. 时刻表 Trip n. 旅程 Useful Expressions 为……服务，效劳 To do service for 把……留给…… To leave … to … 陪同……去…… To escort … to … 在……的尽头 At the end of 在……方便时 At one’s convenience As well 也 In advance 预先 If possible 如果可能的话 To think of 想到 To tell the truth 说实话，老实说 To be dying to do sth 迫不及待(干某事) 15 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. UNIT 4 At the Information Desk 4-1 Mail Service Scene: 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 at the letter) Is it to San Francisco? B: Yes. And I’d like to send it by ordinary air mail. R: (Weighing the letter on the scales) Two yuan and sixty fen… B: 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 service in our hotel. Would you please go to the business center? You can send your telex and fax there. B: Well, I’ll be going there. Thank you for your information. 16 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. R: You are welcome. 4-2 Introducing Some Scenic Spots Scene: The Bellows plan to go around town. The Receptionist(R) gives them some suggestions. R: Good morning! Mr. Bellow (B): Good morning! Today we can afford a whole day for sightseeing. Could you tell us some places of historical interest in Shanghai? R: Have you ever been is Shanghai before? B: No, this is our first trip here. R: I’m very pleased to suggest that you go to visit the Yu Yuan Garden and the Jade Buddha Temple, the main attractions in Shanghai. They are often visited by foreign guests. Mrs. Bellow (M): And why are those places so popular? R: Because they are of typical Chinese national style. The Yu Yuan Garden is not only the pearl of Shanghai, but also called the “No.1 Vista in East China”. You can see beautiful pavilions, terraces, rockeries, ponds, as well as buildings decorated with fine brick designs and wood carvings. B: Good, I’ll take some pictures. Then, how about the temple? R: The Jade Buddha Temple is one of the most famous temples in China. There are two white jade statues of Sakyamuni brought from Burma more than a hundred years ago. M: Oh, great! We’ll have a good chance to feast our eyes. R: What’s more, the construction of the Grand Hall is magnificent. B: I think I’ll enjoy the architecture of the temple, too. M: Both places sound worth visiting. Henry, let’s go. 4-3 Showing the way Scene: The Bellows are asking the way at the Reception Desk. Receptionist(R): Good morning, sir. 17 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. Mr. Bellow (B): Good morning. Excuse me, but could you tell me how to go to the Friendship Store? I can’t find the exact spot on the map. R: Yes, of course. Our hotel is located on Ming Yuan Road in the western district of Shanghai. But the Friendship Store is within easy reach. You can take No.27 Trolley Bus and get off at Sichuan Road. Go ahead along the road and turn left at the first crossing. Then go straight on until you find the second crossing. At the corner of the street, you’ll find a high-rise. That’s the shop.Mrs. Bellow (M): Henry, it seems too complicated. We’ll get lost, I’m afraid. Shall we try another shop? B: What are you worrying about? I want to buy a Chinese-style dress for you for your birthday. They say foreigners are offered the best service there, at the Friendship Store. M: Then, why not take a taxi, my dear. B: All right, let’s go. (To the Receptionist) Could you order a taxi cab for us? R: Yes, I’d be glad to. (Calls a taxi by phone) The car is expected to come within five minutes, sir. By the way, the Friendship Store is near the Huangpu River and if you could afford time, do walk along the Bund and see the beautiful scenery and the harbor. It’s alive with activity. B: That sounds like a very good idea. R: And there’s the Old Men’s Jazz Band at the Peace Hotel Cafe. It’s well-known even abroad and much appreciated by foreign guests. If you are interested in that, you might go there and have a cup of coffee. M: Wonderful! Thank you for your nice suggestions. R: It’s my pleasure. Word List 18 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. Buddhist a. Ordinary a.普通的 Architecture n. 建筑式样，风格 Sticker n.粘纸 Burma n. 缅甸(国名) Telex n. 电传 Envelope n. 信封 Fax n.传真电报 Spot n. 点、地点、场所 Sightseeing n.观光 District n. 地区 Typical a.典型的 Trolley-bus n. 无轨电车 Pavilion n.亭子、楼阁 Scenery n. 风景、景色 Rockery n. 石头假山 Band n. 乐团 Decorate v.装饰 Appreciate v. 欣赏 Carving n. 雕刻、雕刻品 Afford v. 抽得出(时间) Buddha n. 佛 Exact a. 确切的 Magnificent a.宏伟的 Locate v. 座落于、位于 Sakyamuni n. 释迦牟尼 High-rise n. 多层高楼 Pearl n. 珍珠 Complicated a. 复杂的 Terrace n. 平台、阳台 Jazz n. 爵士音乐 Pond n. 池塘 Mass a.群众性的 Brick n. 砖头 Scenic a.风景的 Statue n. 雕像、塑像 Useful Expressions to stick … on 把……粘贴在……上 places of historical interest 名胜古迹 one more thing 还有一件事 within easy reach 很近 to be located(on) 座落于、位于 at the corner of 在……拐角处 to get lost 迷路 19 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. to be decorated with 由……装饰 to take pictures 照相 what’s more 还有 UNIT 5 The Cashier 5-1 Foreign Currency Exchange Scene: Mr. Bellow (B) is making his way to the foreign exchange counter. He wants to change some US. dollars for FEC. Cashier(C): Good afternoon, sir. Can I help you? B: I’d like to change some US dollars and I’d like to know today’s exchange rate. C: According to today’s exchange rate, every US dollar in cash is equivalent to 5.32 yuan, FEC. How much would you like to change, sir? B: Well, I’ll change one hundred and here’s the money. C: Would you please fill in this form? B: All right. C: Please write your name, passport number and room number on the slip. B: Here you are. C: Thank you. You’ll have it right away. Will you sign your name here on this memo? B: OK, Will you please give me some one-yuan notes? I need some small change. C: All right. (Changing the money) 20 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. Mr. Bellow, here it is. Please have a check and keep the exchange memo. B: Oh, yes, thanks. By the way, can you tell me what I should do with the FEC left? With me? C: You’ll have to go to the Bank of China or the airport exchange office to change It backs into dollars. B: I see. Thanks. C: You are welcome. 5-2 Checking Out Scene: Mr. Bellow (B) checks out at the Cashier’s Desk. Cashier(C): Good morning, sir. May I help you? B: Is this where I can pay my hotel bills? C: Yes, please tell me your room number and when you are checking out. B: My room number is 902 and I’d like to check out now. C: Just a moment, please. (Checks files) Are you Mr. Bellow? B: Yes. C: Did you have breakfast this morning? B: Yes, but I paid cash for it. C:And have you used any hotel services since breakfast? B: Yes. I used the mini-bar. I drank a can of Coca-Cola. C: All right… (Giving Mr. Bellow the bill) Here you are sir. Please check it. B: I’m sorry . What’s this for? (Pointing to a figure) 21 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. C: That’s for the drinks and phone calls you made from your room. B: Oh, I see. Thank you. Can I pay with traveller’s checks? C: Certainly, sir. (Mr. Bellow fills out checks and gives them and his passport to the cashier.) Here are your bill and receipt, Mr. Bellow. We hope you enjoyed your stay with us here and that you’ll have a pleasant trip home. B: Thank you. And we’ll have a trip to Guilin before we go home. 5-3 Mis-calculation Scene: Mr. Bellow (B) goes back to the Cashier’s Desk, thoughtfully and hurriedly. Cashier(C): Good morning, sir. May I help you? B: Just now I checked out here. But back in my room, I found that there might be something wrong with the bill. C: Oh, yes? thB: I checked in on the 26 and will leave this morning. That’s exactly three days, I think. But I paid for three days and a half. thththC: Well, let me see. The 26,the 27,the 28…Ah yes, you checked out in the morning, so you only stayed here for three days, no more. Sorry, sir. I do apologize for my mis-checking. B: That’s all right. C: Now let me give you another receipt and please check it. Here is the money you overpaid. B: Thank you. C: I’m awfully sorry to have caused you so much trouble. I’ll try to be more careful another time. Word List 22 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. Cashier n.出纳员 equivalent a.相等的、相当的 Sign n.符号、招牌、迹象;v.签名、示意 memo n.备忘录、(商)便笺、便函 Count v.数 file n.汇订的文件、卷宗、档案 Bill n.帐单 receipt n.收到、收据、收条 Mini-bar n.小冰箱 Coca-Cola n.可口可乐(饮料) Can n.听头、罐头 apologize v.道歉、谢罪 Mis-check v.计帐出错 overpay v.多付(钱款) Useful Expressions 相当于、等价于 to be equivalent to 立刻 right away 结帐 to check out to point to 指 to apologize for 抱歉、致歉 just now 刚才 UNIT 6 Settling Guests’ Complaints 6-1 Changing a Room Scene: Mr. Bellow (B) Wants to change a room. He goes to the assistant manager (AM). AM: Good morning, sir. What can I do for you? B: I’m Bellow, I’m in Room908.Can you change the room for me? It’s too noisy. My wife was woken up several times by the noise the baggage elevator made. She said it was too much for 23 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. her. AM: I’m awfully sorry, sir. I do apologize. Room 908 is at the end of the corridor. It’s possible that the noise is heard early in the morning when all is quiet. B: Anyhow, I’d like to change our room. AM: No problem, sir. We’ll manage it, but we don’t have any spare room today. Could you wait till tomorrow? The American People-to-people Education Delegation will be leaving tomorrow morning. There’ll be some rooms for you to choose from. B: All right. I hope we’ll be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleep. AM: Be sure. I’ll make a note of that. Every thing will be taken care of. And of there is anything more you need, please let us know. 6-2 At the Lost and Found Desk Scene: Mr. Bellow (B) complains to the Assistant Manager (AM) about the slowness in service. B: Hello, my watch was lost. You promised me to look for it right away. Now, two hours have passed and I still haven’t heard from you. What’s the matter? AW: Mr. Bellow, we are sorry to have kept you waiting, but you said that this morning you had changed money at the Currency Exchange Desk, bought a tourist map at the newspaper stand, had your hair cut at the barber’s and had your lunch at the restaurant. Because you have been to several places, we need more time to find it. B: Well, I was wondering whether you were still working on it. AM: Yes, we are. Two porters are still busy checking around. B: I’m sure the watch is here. I hope you’ll try to find it for me as soon as possible. AM: Of course. We’ll let you know as soon as we find it. Please don’t be worried. B: All right. Thank you. 24 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. 6-3 Charging More Scene: At the Reception Desk, a guest (G) insists on staying longer without paying more. Employee (E): Good morning. May I help you? G: My flight doesn’t leave till 5:45 p.m. and I don’t want to wait around at the airport all day. Could I still rest in the room this afternoon? E: Excuse me, sir. According to our regulations, a half day’s rent is charged against a room this afternoon, we’ll have to charge you 50% or the price. G: (Angrily) What? Ask for money again? I have settled accounts. I won’t pay more for the two or three hours. No more! Do you hear? E: We’d like to help you as we can. You may leave your baggage here until 4:30.Just speak to the porter and he’ll take care of it…free of charge, of course. G: But damn it! I won’t give you one more cent! F: The porter will keep your baggage free of charge, sir, and you’re welcome, to rest in the lobby. G: No, I insist on having a rest in the room. E: Then, if you’ll wait a moment, please, sir? I’ll ask our manager to come and take care of your request. Word List awfully ad. 非常、很、十分 account n. 帐目、帐 anyhow ad. 不管怎样、无论如何 insist v. 坚持 promise n.& v. 应诺、诺言、保证 request n.& v. 请求、要求 worried a.烦恼的、焦虑的 quiet a.安静的 regulation n. 规则、规章、法规 vacate v. 使空出、腾出、搬出 Useful Expressions 25 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. 叫醒 to wake up 发出噪声 to make a noise 睡得好、醋睡 to have a sound sleep 做笔记 to make a note of 应诺(某人)做某事 to promise sb.to do sth. 忙于…… to be busy doing sth as…as possible 尽可能的…… as soon as 一……就…… to ask for 请求 to settle accounts 结帐 free of charge 免费 to insist on 坚持 26 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. PART ? THE HOUSEKEEPING DEPARTMENT’ INTRODUCTION The Manager’s Remarks The housekeeping department is the backbone of a hotel. In a sense, it is possible to say that a clean and attractive guest room is the product that the hotel sells. The main duty of the housekeeping department staff is to see to the cleanliness and good order of all rooms in the hotel. The laundry and valet service and many personal services are also parts of their jobs. And they must coordinate the work closely with the front office. This department as a whole is required to make the guest’s stays comfortable and pleasing. Any reasonable request must be fulfilled. But good service means more than fulfilling requests. Whenever and wherever possible, the staff should offer to do extra things for the guests. What is more, whenever there is an opportunity to “sell”, the staff should take it and suggest that guests use the hotel services as much as possible. They should make sure that they are really selling what the guest wants to buy. It should be noted that the most important characteristic in the housekeeping department, and indeed throughout the hotel world, is the willingness to serve and please the guests. The housekeeping staff, such as chamber maids, housemen, linenroom attendants, supervisors and housekeepers, can do a great deal to assure a high business repeat and occupancy rate, not only through the efficiency in their jobs but also through their heartfelt warmth in serving the guests. Word List housekeeping department房务部 fulfil v. 履行、完成 27 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. backbone n. 脊梁、脊柱、骨干 opportunity n. 机会 attractive a. 有吸引力的 characteristic a.特有的;n.特性 product n.产品、产量 willingness n.愿意 cleanliness n. 清洁 chamber n. 房间 laundry n. 洗衣 maid n. 侍女、少女 valet n. 洗烫工 chamber maid 客房女服务员 personal a. 个人的、私人的 houseman n. 杂务工 coordinate v. 协调 supervisor n. 管理员、主管 comfortable a.舒适的 assure v. 使确信、保障 pleasing a. 使人愉快的 heart-felt a. 感人肺腑的 business repeat rate 回客率 Useful Expressions in a sense 在某种意义上 to see to 注意、负责 to coordinate…with… 与……合作，与……协商 as a whole 作为整体而言 It should be noted that… 应当注意 as much as possible 尽量多 to make sure 弄清、使确定、使确信 UNIT 1 Guiding the Guests to Their Rooms 1-1 Recognizing the Guests Scene: The Bellows leave the elevator. The floor attendant (FA) steps forward to welcome them. 28 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. FA: (Smiling) Good afternoon, sir and madam. Did you have a nice trip? Mr. Bellow (B): Yes, thanks. FA: Welcome to the ninth floor. I’m the floor attendant. Just let me know if there is anything I can do for you. B: Where is Room 908,please? FA: Ah, Mr. and Mrs. Bellow. Would you care to step this way, please? It is along here. Mrs. Bellow (M): Oh, how do you know our name? FA: It was on the arrival list for room 908.Here we are. May I have your key, please? Let me open the door for you. B: Here it is. FA: (Knocks at the door first,opens it,and precedes the guests into the room and turns on the light) This way, please. B: Thank you. When will our baggage arrive? FA: Your suitcases will be here shortly. The bellman is handling them. B: Very well (Looking around the room). FA:How do you like this room? M: Oh, it looks comfortable and cozy. We like it very much. FA: (Drawing the curtains aside) The room is facing south and commands a good view of the Hang- up River. M: Yes, how lovely it is! FA: (Handing the room key to Mr.Bellow) Here is your key, Mr. Bellow. 1-2 About the Room Facilities Scene: The floor attendant (FA) is showing the Bellows the amenities in the room. FA: (Graciously) Mr.and Mrs. Bellow, here is the light switch, the temperature adjuster, the wardrobe and the mini-bar. Here is drinking water. There is the socket for the electric shaver. Here in 29 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. Shanghai it is 220 volt. Mr.Bellow (B): Oh, it’s much higher than that in the States. My electric shaver is operated by 110 V. FA: Don’t worry, sir. We have transformers on loan. B: Good, may I have one? FA: Certainly, Mr.Bellow. I’ll bring you one. Here is our hotel’s Service Information Booklet.It gives you an idea about our services and facilities. B: Wonderful. Thank you. FA: The panel on the night stand controls the different devices in the room. That door leads to the bathroom, and there is a laundry bag behind the door. The hot water supply is from 6 a.m. to 12 p.m. B: That sounds good. I feel like taking a bath to freshen up after the trans-ocean flight. FA: I’ll bring you a transformer right away, Mr. Bellow. Is there anything else I can do for you before I leave the room? Mrs. Bellow (M): You have made us feel very welcome. Will you tell up our telephone number? FA: The extension number is just the same as your room number. If you need anything, please dial 8 or press the button over there. B: Thank you very much. FA: You are always welcome. I hope you’ll enjoy your stay with us. 1-3 About the Hotel Services Scene: The Bellows AE consulting with the floor attendant (FA) about something. FA: (Knocking at the door and waiting for a reply.) May I come in? I’m the attendant. Mr. Bellow (B): Come in, please. FA: Good afternoon, Mr. and Mrs. Bellow. Here is the transformer you need, Mr. Bellow. B: Thank you very much. By the way, we’d like to have breakfast in our room. When should we order 30 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. that? FA: This is your door knob menu. Just check the items you would like for breakfast, mark down the time and hang it outside your door before you go to bed tonight. Our hotel has very good room service. B: I hope I’ll get up on time. FA: You can place a wake-up call with the operator. B: Thank you for the information. Mrs. Bellow (M): By the way, could you tell me where I can get a silk skirt or a silk evening gown? We know China is famous for its silk fabrics. FA: Our hotel’s souvenir shop sells a number of silk items and has more than 30 kinds of silk fabrics of fine quality. This shop is said to be one of the best in Shanghai. Our guests are always pleased by the beautiful colors and designs of the silk fabrics there. M: Really? I’d like to go there now. B: But I’m tuckered out after our long journey. FA: If you don’t want to be disturbed, just place this “please do not disturb” sign outside the door. If it is turned the other way, I’ll know you want me to make up your room. M: That’s very kind of you. FA: I’m always at your service. Word List Scene n. 场景、景色、景观 wardrobe n. 衣柜、衣橱 Attendant n. 侍者、服务员 shaver n. 剃须刀 Precede v. 有……之前 panel n. (装有电器按纽的)嵌板 Shortly ad. 立刻、不久 transformer n. 变压器 Cozy a. 暖和舒服的、(感觉)舒适的 device n. 装置、仪表、手段 31 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. Command v. 俯瞰 consult v. 请教、商量 Amenity n. (环境、气候等的)舒服(性 door knob n.门把 情等的)愉快、(社交)礼节 menu n.菜单 graciously a. 有礼貌的 silk fabric 丝绸制品 switch n. 开关 tucker v.使精疲力竭 temperature adjuster 调温装置 Useful Expressions to care to 愿意…… to turn on 开(灯) to look around 四下打量 to hand sth.to sb. 把……交给某人 to feel like 想、愿意、喜欢 right away 即刻 to lead to 通向 to consult with sb.about sth. 与某人商量某事 a wake-up call 唤醒电话、叫早 to be famous for 因……而闻名 to be pleased by 被……迷住 a trans-ocean flight 穿越大洋的飞行 to make up the room 整理房间 to freshen up 振作、恢复体力 UNIT 2 Chamber Service 32 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. 2-1 Making Up the Room Scene: The room attendant (RA) with a trolley meets the Bellows in the corrior. RA: Good morning, Mr. and Mrs. Bellow. May I come through, please? Mrs. Bellow (M): Good morning. It’s almost 11 o’clock, and our room hasn’t been made up yet. RA: I’m so sorry, madam. I was just coming along to your room. I’ll be there as soon as I finish this one. M: Really. Could you do our room first next time? We always seem to be last. RA: Well, I have a section of fourteen rooms, and I always do the check-out rooms first unless there is a request. Mr.Bellow (B): Check-out rooms? What are they? Do you mean that the people who go out early get their rooms done first? If that is so, we were out at 7:30 this morning. RA: A check-out room means where the guests are leaving the hotel at the end of their stay. We have to get the room ready for sale by the front office. : Well, we would like to take a nap after lunch. B RA: Yes, I see. Your room will be ready in half an hour, Mr.and Mrs. Bellow. M: Can you do this for us every day? RA: Certainly, Mrs. Bellow. We always try to have rooms made up early on request. Just let us know what you need, and if we can, we’ll oblige. Your room number is 902 now? B: How nice of you to remember our name and room number! RA: Thank you. B: I suppose there is a lot of work for you. Is the hotel full? RA: Yes, sir. The occupancy is very high. This is the peak season in Shanghai. B: Well, thank you for your kindness. M: We do appreciate the favour of your putting our room first. RA: My pleasure. I hope you are enjoying your stay with us. 33 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. B: Oh, we are, immensely! Goodbye. RA: Enjoy your lunch, Mr.and Mrs. Bellow. Your room will be ready before you come back from the restaurant, I promise. Excuse me; please (as the room attendant pushes the trolley in front of the guests). 2-2 The Turn-down Service Scene: The Bellows are sitting in the room when a chamber maid (CM) knocks at the door and comes in. CM: Good evening, madam and sir. May I do the turn-down service for you now? Mrs. Bellow (M): Oh, thank you. But you see, we are having some friends over. We’re going to have a small party here in the room. Could you come back in three hours? CM: Certainly, madam. I’ll let the overnight staff know. They will come then. M: That’s fine. Well, our friends seem to be a little late. Would you tidy up a bit in the bathroom? I’ve just taken a bath and it is quite a mess now. Besides, please bring us a bottle of just boiled water. We’d treat our guests with typical Chinese tea. CM: Yes, madam. I’ll bring in some fresh towels together with the drinking water. M: OK. CM: (Having done all on request)It’s growing dark.Would you like me to draw the curtains for you,sir and madam? M:Why not?That would be so cozy. CM:May I turn on the lights for you? Mr.Bellow(B):Yes,please.I’d like to do some reading while waiting. CM:Yes,sir.Is there anything I can do for you? M:No more.You’re a smart girl indeed.Thank you very much. CM:I’m always at your service.Goodbye,sir and madam,and do have a very pleasant evening. 34 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. 2-3 Repairing the TV Set Scene: Mr.Bellow(B) hurries over to the floor service desk and asks the floor attendant(FA) for help. B:I’ve locked myself out of the room.May I borrow a duplicate key? FA:Don’t worry,Mr. Bellow.I’LL open the door for you. (She opens the door with a duplicate key.) B:Thank you very much.Something I’m quite absentminded. FA:It doesn’t matter,Mr.Bellow.What else can I do for you? B:Ah,I’m afraid there’s something wrong with the TV.The picture is wobbly. FA:I’m sorry.May I have a look at it? B:Here it is. FA:(Tries to fix it,but in vain) I’ll send for an electrician from the maintenance department.We can have it repaired.Please wait just a few minutes,Mr.Bellow. (She leaves the room. Ten minutes later, there is a knock on the door.) Electrician (E): May I come in? B: (Opens the door) How do you do? E: How do you do? The TV set is not working well. Is that right, Mr. Bellow? B: No, it isn’t. E: Let me have a look. (Finishes the repairing and checks other electric facilities in the room) Mr.Bellow, every-thing is OK now. B: What efficiency! Thanks a lot. (Taking out some FEC) This is for you. E: Oh, no. We won’t accept tips, but thank you, anyway. We wish you a nice stay with us, Mr.Bellow. Word List 35 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. trolley n.手推车 shower n. 淋浴 nap n.(白天的)小睡、小盹 duplicate a.复制的、完全一样的; appreciate v. 欣赏 n.复制品、副本、抄件 immensely ad.大大地、无限地 wobbly a. 摇摆的、不稳定的、颤动的 turn-down n. 做晚床 electrician n. 电工 convenient a. 便利的 maintenance n. 维修 overnight ad. 通宵 fix v. 使固定、盯住，修好 mess n. 混乱、混杂 oblige v. 答应……请求、使满足 towel n. 毛巾 Useful Expressions on request 按需、根据需要 to go off 离开、走开 to tidy up 整理、打扫 in vain 徒劳 UNIT 3 Special Services 3-1 Buying Things on Request Scene: Mr.Bellow (B) calls in the room attendant (RA) early in the morning. RA: Good morning, sir. What can I do for you? B: Some friends of ours are coming to pay us a visit this evening. Would you please? Buy me some fruit? 36 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. RA: What kind of fruit do you want, apples or oranges? RA: Both please. B: How many of each? B: One kilo of each will be enough. RA: Yes, sir. Don’t you need some refreshments and drinks? B: Well, I’ve ordered six cold dishes and some pastry. I’ll need some more beer and a pack of Kent. RA: All right. Do you need some flowers? B: That’s a good idea. Can you help me to get some ready? RA: Certainly, sir. What kind of flowers would you like? B: A basket of roses. RA: You need fruit, beer, roses and Kent. Am I correct? B: Right. RA: Please give me two hundred yuan in advance. I’ll have them bought for you. B: Is it enough? RA: I think it’s quite enough. B: Great. Here you are. Thank you very much. RA: You’re welcome. 3-2 About Room Service Scene: The Bellows are talking with the room attendant (RA) about room service. Mr.Bellow (B): (To Mrs Bellows) How about breakfast in bed tomorrow, honey? O.K.? (She agrees and he turns to the RA) We’d like to have breakfast in our room tomorrow. Could you bring it here? RA: Yes, of course. Our hotel provides very good room service, sir. M: Very nice. When should we order our breakfast? 37 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. RA: This is your door knob menu. Just check the items you would like for breakfast, mark down the time, and hang it outside your door before you go to bed tonight. B: Is there any other way to have room service? RA: Yes, sir. You may dial ”7” to call the room service section directly to order your breakfast, lunch or dinner. Mrs. Bellow (M): By the way, what should I do with the dishes when we finish eating? RA: Please leave them outside your room. B: Oh, I see. Thank you. 3-3 At Tea Time Scene: The Bellows have just come back to the room from the Yu Yuan Garden. The room attendant (RA) knocks at the door and comes in with two thermos bottles of hot boiled water. RA: Good afternoon, Mr. and Mrs. Bellow. Have you been sightseeing this afternoon? Mr.Bellow (B): Good afternoon. We had a wonderful time this afternoon. RA: I expect you are feeling a bit tired. M: Yes, a bit. B: By the way, what is the right time, Miss…? RA: By my watch, it is already a quarter to four. B: Why, it’s tea time now. RA: May I get you some drink? Mrs. Bellow (M): Yes, please. Please bring Henry and me two cups of black coffee. RA: Would you like some refreshments, sandwiches or biscuits? M: Some sandwiches, please. RA: What kind of sandwiches would you like? B: A round of ham sandwiches. And you, honey? M: I prefer chicken sandwiches. 38 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. RA: Very good. A Round of chicken sandwiches, a round of ham sandwiches and two cups of black coffee. Is that all? B: Yes, please. I feel somewhat hungry. RA: Just wait a moment, please. B&M: Thank you. Word List Sightsee v.观光、游览 biscuit n.饼干 Refreshments n.点心、茶点 kilo n.公斤，千克 Dial v.拨电话号码;n.拨话盘 Kent n.健牌香烟 Sandwich n.三明治，夹心面包 pastry n.面粉制糕点 Useful Expressions in advance 预先 by my watch 根据我的手表 mark down 记下，写下;降价 UNIT 4 Laundry Service 4-1 Explaining How to Get the Service Scene: RA: Excuse me, Mr. Bellow. Have you any laundry? The laundryman is here to collect it. 39 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. Mr. Bellow (B): No, not now, thank you. RA: If you have any, please just leave in the laundry bag behind the bathroom door. The laundryman comes over to collect it every morning. B: Thank you. RA: Please tell us or notify in the list whether you need your clothes ironed, washed, dry-cleaned or mended and also what time you want to get them back. B: I see. What if there is any laundry damage? I wonder if your hotel has a policy on dealing with it. RA: In such a case, the hotel should certainly pay for it. The indemnity shall not exceed ten times the laundry. B: That sounds quite reasonable. I hope there’s no damage at all. RA: Don’t worry, sir. The laundry Department has wide experience in their work. B: All right. Thank you for your information. RA: Not at all. 4-2 Suggesting the Express Service Scene: Mrs Bellow (M) is calling the Laundry Department. Laundry clerk(C): What can I do for you? M: Could you send someone up for my laundry, please? Room 908,Bellow. C: Certainly, Mrs Bellow. A valet will be up in a few minutes. M: Good.I also have a silk dress which I don’t think is colorfast. Will the color run in the wash? C: We’ll dry-clean the dress. Then the color won’t run. M: You’re sure? Good! And the lining of my husband’s jacket has come unstitched. It might tear over further while washing. C: Don’t worry, madam. We’ll stitch it before washing. M: That’s fine. Now, when can I have my laundry back? 40 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. C: Usually it takes about two days to have laundry done. But would you like express service or same-day? M: What is the difference in price? C: We charge 50% more for express, but it only takes 5 hours. M: And for same-day, will I get the dress and skirt back this evening? C: Yes, madam. We close at 6 o’clock, and all deliveries will be made before then. M: I’ll have express then. Oh, I think your valet is at the door. C: Please feel free to ask him anything. Also, please refer to your laundry list for further information. Thank you for calling and have a nice day. 4-3 “Honesty is the Best Policy.” Scene: The room attendant (RA) brings back the cleaned clothes. RA: Excuse me, madam and sir. Your clothes are ready. Will you see if they are all right? Mrs. Bellow (M): Very good. RA: Here they are A silk dress (handing out the clothes one by one). And a pair of gloves. And a skirt. And a jacket…And a man’s suit. M: Oh, how nice! The stain on my skirt has all been removed and the skirt looks just like a new one. Your laundry staff are really wonderful! RA: By the way, a button came off your dress and the laundry has sewed on a new button for you. M: A million thanks. Your hotel’s laundry service is excellent. RA: Thank you, madam. One more thing, We found a gold coin in the jacket you sent to the laundry. M: Really? I bought a beautiful panda coin for my parents the other day, but I lost it yesterday. We looked and looked, and thought we’d never find it again. RA: (Taking out the souvenier coin) No worry, here you are, Mrs. Bellow. M: Oh, that’s the very coin! Thank you from the bottom of my heart. 41 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. RA: Don’t mention it. It is our pleasure to serve our guests. M: That’s very kind of you. I will tell all our friends about your hotel and your excellent service and honesty. We’ll always remember what you have done for us. Mr. Bellow (B): (Taking out some money) This is for you. RA: We’ve done what we ought to, but I’m sorry we don’s take tips. Thank you anyway, Mr. and Mrs. Bellow. Word List notify v. coin n. 硬币 iron v. 慰烫 panda n. 熊猫 dry-clean v. 干洗 honesty n. 诚实 damage n. 损坏 excellent a. 卓越的、优秀的、极好的 indemnity n.赔偿 million n. 百万 mend v. 修补、织补 colourfast a. 不褪色的 stitch v. 缝缀、缝合 Useful Expressions 褪色、掉色 (此处)掉落、松脱 to go off 在……有经验 to come off to have experience in 递交 to hand out 撕扯 to tear over 应该 ought to 42 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. UNIT 5 Miscellaneous Services 5-1 Providing Something Extra on Request Scene: The room attendant (RA) is pushing a trolley in the corridor when Mrs. Bellow (M) comes out of the room. RA: Good morning. Mrs. Bellow. After you (Makes way for her to pass through the entrance). M: Good morning. Oh, will you do me a favor? RA: Yes, Mrs Bellow. I’m always at your service. M: Can you give me an extra table and lend me a typewriter? My husband and I have to write and copy a lot of things today. RA: I understand ,Mrs. Bellow. I’ll bring you a table right away. And there are some typewriters on loan at the Business Center. M: By the way, I wish the mattresses were not so thin. I can feel all the springs in the mattress I use. RA: Oh, I’m awfully sorry for that. I’ll get another mattress, Mrs Bellow. I do wish we had known earlier! M: So kind. Thank you very much. RA: Sorry to have kept you waiting, Mrs Bellow. Here you are. 5-2 About Baby-sitting Service Scene: A guest (G) who wants to have baby-sitting service is talking to the room attendant (RA). G: Will you please do me a favour? RA: Certainly, if I can do it. G: My husband and I want to go out this evening. So, can you look after the baby? It’s till midnight. RA: I see. But I am afraid that’s not possible. It is against our hotel regulations for me to do this 43 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. service, as attendants cannot do their jobs and look after children properly at the same time. G: What shall I do, then? RA: Don’t worry, madam. Our Housekeeping Department has a very good babysitting service. There are some spare time babysitters directly under the Room Center. G: Are the…eh…experienced? RA: Yes, madam. They are all well-educated and reliable. G: I’ve trust in you Chinese friends. Now, could you tell me about the terms of this service? RA: It is 10 yuan an hour, for a minimum of 4 hours. G: That’s very reasonable. RA: If you ask the Housekeeping, they will give you more details and send a confirmation form for you to sign. G: All right. I’ll phone right away. Thank you. RA: (Returns 10 minutes later)Excuse me,madam.May I ask you to sign this confirmation form?Thank you.I hope I haven’t disturbed you. G:Not at all.(Signs the form)Here you are. RA:Thank you,madam.Good-night and have a pleasant evening,madam. 5-3 Dealing with Emergency Scene: Mrs Bellow(M) is asking the room attendant(RA) for help and the room attendant is giving first aid to Mr. Bellow(B). M: Room Attendant,Can you come here,please! RA: Yes, madam. What can I do for you? M: My husband has slipped in the bathroom. His nose is bleeding and he cannot stand up. RA: How unfortunate! Don’t worry, Mrs. Bellow. Leave it to me. (He rushes into the bathroom.) Mr. Bellow, just lean on me and I’ll help you to bed. M: (Almost in tears) Go slowly though. 44 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. RA: (Help Bellows to lie flat on bed, pinching his nose and holding his head forward) Mrs. Bellow, bring a towel and wash Mr. Bellow’s face, please. B: (Soon the nose stops bleeding.) Oh, my goodness! RA: Mr. Bellow, please don’t blow your nose, otherwise it will bleed again. Do you feel better in this position? B: Yes, but my left knee is really painful. RA: Everything will be all right, sir. I’ll send for the doctor. Just relax. (The doctor confirms that it is a minor injury with no fracture or concussion.) B: It’s lucky I haven’t broken my leg. I’m going to climb the Huangshan Mountians, you see. RA: Sure. Mr. Bellow. But all you have to do now is to take a good rest in your room. I hope you will feel better soon. M: You are most helpful. Thank you ever so much. RA: My pleasure. Word List Miscellaneous a. 多种多样的，多方面的， emergency n. 紧急情况、突发事件 混杂的 slip v. 滑 mattress n.床垫、褥垫 bleed v. 流血 regulation n. 规定 unfortunate a. 不幸的 babysitter照看儿童者 pinch v. 捏、拧 minimum a. 最少的、最低的 minor a. 较小的 detail n.细节 injury n. 伤害 typewriter n. 打字机 fracture n. 骨折、断裂 confirmation n. 确证 concussion n. 震荡、冲动 45 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. Useful Expressions 为某人让路 to make way for sb. 照料 to look after 务必使，保证使 to see to it to rush into 冲进 to lie flat 平躺 in tears 热泪盈眶 UNIT 6 Wake-up call Service 6-1 Explaining Time Differences Scene: The room attendant (RA) is explaining times differences to Mr. Bellow (B). B: I wonder if you can help me. RA: I’ll be very happy to try. B: We’ve just come from New York and we are not at all used to the time difference here. But I hate to be a late sleeper as I’m fond of morning exercises, you see. RA: I understand. Time is the same throughout the whole of China. Chinese Time is 16 hours ahead of West Coast Time (Pacific) in the United States of 13 hours ahead of Eastern Standard Time. When it is 12 noon in Shanghai, the standard time in New York is 11 p.m. of the previous day. B: Oh, I see. Thank you for the information. But for your help, I’d have no idea what the time is. RA: My pleasure to help you. It is four o’clock in the afternoon now. You’d better take a good rest, Mr. Bellow. It takes a while to recover after a long flight. Some guests have jet-lag for a few days. B: That’s very considerate of you. But would you please wake me up at 6 Beijing Time tomorrow 46 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. morning? RA: Yes, sir. 6-2 A Morning Call Scene: Mr. Smith (S) asks the room attendant (RA) how to have the morning call service. S: Will you do me a favour, Miss? RA: Certainly, sir. S: This is my first visit to China.I wonder if your hotel has the morning call service. RA: Yes, sir. Anyone who stays in our hotel can ask for the service. Would you like a morning call? S: Yes, I must get up earlier tomorrow. I want to go to the Bound to enjoy the morning scenery there. You know this is my first visit to Shanghai. People say there is a marvelous view of a poetic yet bustling life at the Bound just at dawn. RA: That’s true. At what time do you want me to call you up, sir? S: At 6 sharp tomorrow morning, please. RA: What kind of call would you like, by phone or by knocking at the door? S: By phone. I don’t want to disturb my neighbors. RA: Yes, sir. I’ll tell the operator to call you up at 6 tomorrow morning. Anything else I can do for you? S: No, thanks. Good night. RA: Good night, sir. Sleep well and have pleasant dreams. 6-3 Leaving the Hotel Scene: Mr. Bellow (B) calls in the floor attendant (FA). FA: Good evening, sir and madam. What can I do for you? B: Good evening. We’re going to Guilin tomorrow. I’ve just checked out. I would like to be woken up early tomorrow morning. 47 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. FA: Yes, sir. At what time? B: At 5:30 a.m.. FA: We have a computer wake-up service. Please dial 5 first and then the time. For 5:30 a.m. dial 5 and then 0530 for the time. There must be five digits in the final number. B: 50530.I see. FA: That’s right, sir. Our computer will record the time and your room number. B: Well, I have much baggage. Can you please take my baggage to the entrance of the lobby tomorrow morning? FA: Certainly, sir. Please put your baggage outside your room after getting up and make sure that the name tag is attached to your baggage. We’ll send it down. B: Thank you. Good night. FA: Good night. Word List Coast n. 海岸 dawn n. 黎明 Previous a. 先的、以前的、前的 neighbo(u)r n. 邻居 jet n. 喷气客机 time difference时差 jet-lag 因乘坐喷气机长途旅行而致的 the Pacific n. 太平洋 生理节奏的破坏 the standard time 标准时间 marvelous a.奇迹般的，惊人的 recover v.恢复 poetic a. 有诗意的 considerate a.替人着想的、体贴的 bustle v. 喧闹、活跃 Useful Expressions 48 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. to be used to 习惯于 ahead of 对某人体贴、为某人着想 to be considerate of sb. 喜爱 to be fond of 最好做某事 You’d better do sth. 叫早、唤醒服务 a wake-up call PART ? FOOD AND BEVERAGE DEPARTMENT INTRODUCTION The Manger’s Remarks The reputation of a hotel is made up of the degrees of comfort and service offered to the guests, but often one hears the words, “a very comfortable hotel but the food was poor.” More and more hoteliers come to realize that food and beverage service is a major factor in hotel operation. In many large hotels, it brings in more income than room rentals. There are a number of different areas offering a variety of meals and services all within a hotelthe restaurant, grill room, different bars, cafeteria and coffee shop as well as room service, lounge service and banqueting. The operation of a restaurant is a complex mixture of components in a total system. The food and beverage department involves many people working together as a team. So group cohesiveness is of particular significance there. Good cooking is regarded as an art. Moreover, the food and beverage department employees, especially waiters, waitresses and bartenders, can play an extremely important role in creating a pleasant atmosphere, which is one of the services our hotel sells. High quality service is dependent on the waiter, and other food and beverage department staff as well, having a love or his job and a knowledge of its working right down to the last detail. The initial contact with the customer can be a 49 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. vital contribution to the success of his meal. A good waiter tries to satisfy the requirements of both the customer and the restaurant at once. In conclusion, good knowledge and skill, a cordial smile, plenty of courtesy with sincere effort and efficiency can certainly cook up a most inviting “dish”, a “dish”which will bring into full play the motto“Reputation first, customer foremost”. That is a consummation devoutly to be wished. Word List reputation n.名声、声望 particular a. 特殊的;n.特点、特色 hotelier n.旅馆老板 significance n.意义、重要性 major a. 较大的、较重要的 moreover n. 再者、此外 factor n. 因素、要素 bartender n. 酒吧服务员 rental n. 租费、房租 especially ad.特别、尤其、主要 variety n.多样化、种类 extremely ad.极其、非常 grill n. (炙烤肉等用的)烤架、 atmosphere n. 气氛 炙烤的肉类食物 initial a. 最初的、主动的 grill room专营炙烤肉食的饭店(或餐室) contact n. 接触、联络 bar n. (旅馆、饭店的)酒吧间 contribution n. 贡献，捐助 cafeteria n. 自助餐厅 conclusion n.结论、终了 coffee shop咖啡室 Cordial热诚的 complex a.合成的、综合的 inviting a.诱人的 mixture n. 混合、混合物 motto n.座右铭、箴言 component a. 组成的;n.组成部分 art n.艺术 total a. 总的、全体的 foremost ad.在最前、最最重要 system n.系统、体制 consummation n.完美、极致 cohesiveness a.粘着的、相呼应的 devoutly ad.诚恳地、虔敬地 50 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. Useful Expressions to come to (此处)逐渐达到…… to bring in 挣得、带来、生产出 to be regarded as 被看作是…… to play an important role in 起……的重要作用 to bring sth.into full play 发挥、发扬、调动 to be dependent on 依靠、有赖于 right down to 直到，乃至于 a contribution to 对……的贡献 at once cook up (此处)同时 烹调出、制作、炮制 UNIT 1 At the Bar 1-1 Shanghai Cocktail Scene: When Mr. Bellow (B) walks into the bar, the bartender (BT) greets him. BT: Good evening, sir. B: Good evening. BT: Mr.，…, B: Henry Bellow. BT: Ah, yes, Mr. Bellow. Are you staying at our hotel? B: Yes, I’m in Room 908. BT: Thank you, Mr. Bellow. Have you any thing in mind as to what to drink or may I make a few 51 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. suggestions? B: I have had enough Gin Fizz and Bloody Mary. But I have to idea about Chinese cocktails. BT: Would you prefer our cocktail Shanghai cocktail? It’s a mixture of real Chinese ingredients. B: That’s good. (The bartender makes the cocktail for Mr. Bellow and hands it to him.) BT: Here is your Shanghai cocktail, Mr. Bellow. B: Thank you. Oh, it tastes excellent. BT: It’s a new cocktail of our hotel. B: How do you mix it? I’d love to try it myself when I am back home. BT: (He tells Bellow how to make Shanghai cocktail.)… B: I hope I can mix it myself. By the way, do you take credit card here of shall I pay in cash? BT: Since you are staying at our hotel you may sign the bill. The hotel will charge you when you leave. B: Thank you. BT: You are most welcome, Mr. Bellow. Goodbye. B: Bye-bye. 1-2 Chinese and Foreign Wines Scene: The bartender (BT) is introducing the wines the bar has to Mr. Frank (F). BT: Good evening, Mr. Frank. Bourbon on the rocks. F: No, this time I’ll try Chinese wine. BT: Do you care for something a little stronger? F: No. What else can you suggest? BT: What about Mao Tai, one of the most famous liquors in China? It’s good indeed , it never goes to 52 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. the head. F: Do people here drink a lot of liquors? BT: Some do, some don’t. Many people in the north are fond of liquors. I think it has something to do with the climate. F: Yes, it has. Some Mexicans are crazy. They drink a lot of liquors even on lot days. Have you ever heard “Tequila Sanza”? BT: Yes, its very well-known kind of spirits in Mexico. People drink it with salt and lemon. F: Right. It’s very strong. Just like alcohol. (Frank sips Mao Tai) Oh, it’s good. Are there any other famous Chinese liquors? BT: Yes, besides Mao Tai, for liquors we have Wu Liang Ye, Feng Jiu, Xi Feng and so on. F: They say that Shao Xing wine tastes quite good. What’s it? BT: It’s rice wine, a kind of still wine, somewhat like Japanese Sark.Shao Xing is a place in China. F: I see. BT: By the way, we also have some good red wine and white wine, such as Changyue Red Wine and Great Wall White Wine. F: Thank you for telling me so much. I’ll try them next time. BT: I’m always at your service. 1-3 Passing on a Message Scene: Mr. James (J) walks into the bar in the evening. The bartender (BT) greets him with a smile. BT: Good evening, sir. J: Good evening. I’ve caught a cold. BT: I’m sorry to hear that. Shall I get you the doctor? J: No, thanks. Have you got Butter Rum? BT: Yes, we have. Do you want one? 53 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. J: Ok. And give me a gin and Angostura bitters, a twist of lemon peel and a couple of aspirin tablets and a glass of water. BT: Yes, sir. J: I’m expecting a gentleman. His name is George Brown. BT: Do you mean the tall gentleman with fair hair and in glasses? J: Yes, that’s right. Did he come in here? BT: Yes, he was here half an hour ago and left the message :“If Mr. James comes here, please ask him to wait. I will be back a 8:00.” J: What’s the time now? BT: It’s 7:40. J: Oh, I’ll wait. Thank you. BT: You’re most welcome. Word List Cocktail n.鸡尾酒 Mexico n. 墨西哥 Ingredient n. 成分、配料 aspirin n. 阿斯匹林(解热镇痛药) taste v. 品尝 tablet n. 药片 wine n. 酒、葡萄酒 butter n. 白脱、奶油 liquor n. 烈酒 rum n. 罗姆酒(一种甜酒) spirits n. [复]烈酒 gin n. 杜松子酒、金酒 soft a. 柔软的、温和的 bitters n. 苦啤酒 message n. 留言、消息 lemon n. 柠檬 rock(s) n. 岩石、小冰块 peel n. 果皮 twist n. 一捻、一卷、一片 couple n. 一对、一双 54 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. Useful Expressions to have no idea about sth. 不了解其事，不知如何干某事 to hand sth. to sb. 把某物递给某人 I’d love to do sth 爱干某事 to catch a cold 伤风 to make a few suggestions 提些建议 UNIT 2 Seating the Diners 2-1 Receiving the Diners Scene: As soon as Mr. Bellow (B) and Mrs. Bellow (M) enter the restaurant, one captain(C) greets them. C: Excuse me, sir and madam. I’ll be with you in a minute. (He is taking the order for some other guests. When he finishes it, he immediately comes to the Bellows.) C: Good evening, sir and madam. B&M: Good evening. C: Are you staying at our hotel? B: Yes, We’re in Room 908. C: Mr.….? B: Bellow. C: Thank you very much, Mr. Bellow. I’m sorry to say we don’t have a vacant seat at the moment. Would you please have a seat in the waiting room for about five minutes? One table over there is almost ready. I’ll call you then. B: OK. Thank you. 55 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. (The captain leads them to the waiting-room.) (Five minutes later) C: Mr. and Mrs. Bellow. Sorry to have kept you waiting. Now we have a table for you. Would you please come this way? (Once in the dining-hall again, Mr. Bellow catches sight of a table near the windows.) B: Can we sit here, waiter? M: (Cuts in) Oh, Henry, that table must have been reserved. Look, there is a sign on it. C: Yes, you are right, Mrs. Bellow. If you want that one tomorrow, I’ll have it reserved for you. Will you please try this table at present? (Pulling the chair out, he helps Mrs. Bellow to take the seat.) B: OK. Thank you. C: Have you anything in mind as to what wine you are going to have tonight, or may I make a suggestion? B: I’ll have whisky. C: Pardon? B: Whisky, please. C: Perhaps you will change your mind and have very good Martini? B: That’s a good idea. 2-2 A Reservation Call Scene: Mr. Bellow (B) is reserving a table on the telephone. Captain(C): Good morning. The “Spring House”. Lin Rong speaking. May I help you? B: What time do you open this evening? C: We open at 7:30, sir, and we take last orders at 10:30. B: Good. I’d like to reserve a table for two. C: Yes, sir. What time would you like your table, sir? 56 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. B: I am not sure…perhaps around 8:00. C: Fine. I’ll reserve a table for two at 8:00, sir. May I have your name, please? B: Bellow. Henry Bellow. C: Thank you, Mr. Bellow. B: Oh, is there any chance of a table by the window? My wife loves the Shanghai harbour view. One more thing, as it is her birthday, I want it to be a celebration. C: I see. We have already received many bookings and though I cannot guarantee anything, please be assured that we’ll try our best, Mr. Bellow. I hope you’ll understand. B: I do, but I would appreciate it if it could be arranged. C: I’ll try best. We look forward to having you with us tonight, Mr. Bellow. Thank you for calling us. B: Good-bye. C: Good-bye, and have a good day! 2-3 When the Restaurant Is Full Scene: A party of four are waiting to be seated for dinner in a crowded restaurant. Hostess (H): Good evening, ladies and gentlemen. Guest A (A): Hello, do you have a table for four? H: Do you have reservations, sir? A: No, I am afraid we don’t. H: I’m sorry, but the restaurant is full now. There will be a wait of about half an hour. May I have your name, sir? A: Yes. Adams. H: Mr. Adams, would you care to have a drink in the lounge while you wait? A: That’s a good idea. (They go to the lounge and order some drinks for each.) (Half an hour later a waiter comes to the table of the party.) Waiter (W): We can seat your party now, Mr. Adams. 57 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. A: Good! W: Please step this way, ladies and gentlemen. W: (Leads them to a table by the window) Will this table be all right, Mr. Adams? A: Yes, very nice indeed. W: Here’s the menu. I’ll return in a few minutes to take your order. Word List captain n. (此处)餐厅服务员领班 Martini n. 马提尼鸡尾酒 immediately ad.立刻、马上 harbour n.港口 vacant a. 空的、未被占用的 celebration n. 庆祝 seat n. 座位;v.安排就座 crowd v. 挤满; n.许多人 whisky n. 威士忌酒 appreciate v.欣赏、感激 Useful Expressions to look forward to 期待、希望 at the moment 眼睛，此刻 to catch sight of (突然)看到 to cut in 打断、插话 to have sth. Done 做好某事 at present 现在 to change one’s mind 改变主意 one more thing 还有件事 UNIT 3 58 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. Taking Orders 3-1 Helping to Order Dishes Scene: Mr Bellow (B) is looking at the menu which has been handed to him by a waiter (w) as soon as he sits down. A few minutes later the waiter comes over to him. W: Good evening, sir. Are you ready to order? B: Yes, I am. W: Yes, sir. We have a very nice vegetable today, "broccoli with crabmeat sauce". It's our chef's recommendation. The broccoli is local, so it's a little bit different from yours. It's delicious and worth a try. B: OK, I'll take it. I know little about Chinese food. What do you mean by "Luo Han Zhai"? W: It's a typical Cantonese food. In English it means mixed vegetables. But I'm afraid we have no more of that dish. B: Hm, let's see. W: What about "steamed red garoupa"? B: That's a good idea. W: Sir, your fish will take 15 minutes to prepare. While waiting, may I suggest you have something to drink? B: OK. I'll have whisky. W: Thank you. 3-2 Chinese Food Scene: The waiter (W) is explaining something to Johnson (J). J: Excuse me, I'd like to try some Chinese food. Can you tell me where I should go? W: We serve Chinese food here. But I'm not sure which style you prefer? J: I have no idea about Chinese food. W: It's divided into eight big cuisines, or say, eight styles, such as Cantonese food, Beijing food, 59 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. Sichuan food, etc. J: Is there any difference between Cantonese food and Beijing food? W: Most Sichuan dishes are spicy and hot. And they taste differently. J: Oh, really, I like hot food. So what's your recommendation for me? W: I think Mapo beancurd and shredded meat in chilli sauce are puite special. We have a Sichuan food dinningroom. May I suggest you go there? It's on the second floor. J: Thank you. W: My pleasure. 3-3 Wine Orders Scene: As soon as the Bellows have ordered the food, the waiter (W) approaches them. W: Mr Bellow, would you like some wine for your meal? We have a good selection of classified Bordeaux Wines and Californian Wine. They are specially imported by our hotel. Mr Bellow (B): We'd like to take some wine with the dinner. W: Here is the Wine List, Mr Bellow. Please take our time. (After a few minutes the waiter comes back to the table.) W: Mr Bellow, may I take your wine order? B: There are so many wines here. We really don't know which one to take. W: What about a bottle of Chateau Haut Lafite? It is very good. Many guests give high comments on it. B: Fine, a bottle of this wine then. (The waiter takes the order.) W: (Presenting the bottle to the guests) A bottle of Chateau Haut Lafite. W: Mr and Mrs Bellow, this is the bottle of Chateau Haut Lafite 1964. B: Aha, it looks quite all right. W: When would you like the wine to be served, with the main dish or with the first course? 60 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. B: Open it now, please. (The waiter opens the bottle by cutting the foil, cleans the bottle top with a napkin, inserts the cork serew and draws the cork slowly and carefully without shaking the bottle, then cleans the mouth of the bottle with a napkin.) W: (Pouring a bit of wine into the guest's glass) Mr Bellow, would you please taste the wine? B: (Tasting) Excellent! Thank you for your recommendation. Word List broccoli n.花椰菜 crab n.螃蟹 sauce n.酱汁、调味汁 chef n.厨师长、厨头 delicious a.美味可口的 worth a.值得……的 cuisine n.烹饪法、菜系 light a.(此处)轻淡的 heavy a.(此处)口味重 spicy a.多香料的 speciality n.特色菜 roast v.烤 suckling n.乳兽 hot a.辣的 style n.风格 cantonese a.广东的、广州的 steamed a.蒸的 garoupa n.石斑鱼 approach v.走近、趋前 classified a.分类的，上品的 Bordeaux n.法国产波尔多白葡萄酒 import v.进口 comment n.评论 California n.(美国)加里福尼亚 present v.呈上、送上 foil n.衬垫物;v.衬托 napkin n.餐巾 insert v.插入、嵌入 cork n.软木塞 screw n.螺旋开启器 decant v.把瓶酒倒出 raw a.生的、未加工的 superb a.优异的 61 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. Useful Expressions to hand over to 递过去 to come over 走过来 to be worth doing sth. 值得做某事 Take your time. 别着急，慢慢来 to know little about sth. 对某事几乎一无所知 to pour into 倒入 UNIT 4 Serving Dishes 4-1 Misserving Scene: Mr Bellow (B) is having his last dish. He finds it different from what he has ordered. B: Excuse me, sir. I ordered the hairy crab but you gave me the green crab. Waiter (W) : I'm sorry, sir. I'll get you the head-waiter. (Soon the head waiter (HW) comes.) HW: I'm awfully sorry. There must have been some mistake. I do apologize for giving you the wrong dish. I'll change it immediately for you .the crab will take 15 minutes to prepare. Would you take some complimentary drink while waiting? B: I'm afraid I don't have enough time to wait for the next crab. I have an appointment at 7:00 in my room. Now it's 6:45. HW: Oh, you are staying at our hotel. Mr…? B: Bellow, Henry Bellow. HW: Room …? B: Room 908. HW: Oh, Mr Bellow, I shall ask the Room Service to serve you a snack at 9:30 tonight, and you'll 62 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. have your favorite hairy crab. It's all house. And now try the green crab if you don't mind. We'll cross the green crab off the bill. B: That's good. Thank you. HW: Thank you for telling us, Mr Bellow. I assure you it won't happen again. Please take your time and enjoy yourself. And I hope you have a good time at our hotel. 4-2 Normal Service for a Chinese Banquet Scene: Fang (F) is telling David (D) how a Chinese banquet is served. D: Mr Fang I was told a Chinese banquet always surprises us big eaters. I've never experienced that. Tell me something about it. F: it's a pleasure. A Chinese dinner usually starts with an assorted cold dish. It can be mixed seafood, poultry or vegetables. Then comes the shark's fin soup. D: that's all? F: Not yet. Following the shark's fin soup, there will be a chicken dish, a prawn, a duck or a pigeon dish. Then comes a clear soup, followed by a fish. When you see fish, you know that all the main dishes have been served and the dinner will finish up with rice. D: It's a feast to feed a small army. F: Lastly, there are two or four kinds of dim sum for dessert, then fresh fruit and a cup of hot tea to conclude the dinner. 4-3 Offering Room Service Scene: Mr Bellow is phoning in his room. B: (To the telephone operator) Room Service Section, please. Room Service (RS) : Good morning. This is Room Service. What can I do for you? B: Will you please send breakfast to my room? RS: Certainly, we will, sir. Would you tell us your room number, please? 63 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. B: Nine-oh-two. RS: With coffee or tea, sir? B: Coffee, please. RS: Orange juice or grapefruit? B: Orange juice. RS: For two. How long will it take? RS: About 15 minutes. Please wait for a short while. B: Okay, thank you. (15 minutes later, a waiter delivers breakfast to Rm902. He rings the door bell first.) B: (From inside) Come in, please. W: Good morning, sir. I've brought your breakfast here. B: Oh, thank you. W: Here's the breakfast you've ordered, sir. B: O.K. Just put it on the table, please. W: Yes, sir. Besides, I have brought you an English newspaper-China Daily-to read at breakfast. B: That's very nice of you. W: Don't mention it. Would you like something more besides the American breakfast? B: No, thanks. My wife is not feeling very well today. W: I am sorry. I'll inform the room attendant and send for a doctor. B: Thank you for your service. Would you sign the bill, Mr Bellow? (Bellow signs the bill.) W: Thank you, Mr Bellow. See you soon. Word List Misserve v.(此处)上错菜 apology n.道歉 Complimentary a.恭维的，(此处) appointment n.约会 64 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. 优惠、免费的 normal a.正规的、正常的 feast n.宴会 banquet n.盛宴 daily (此处为)日报 China 中国日报 assorted a.拼合的 seafood n.海味 poultry n.家禽 shark n.鲨鱼 fin n.鳍 shark's fin 鱼翅 pigeon n.鸽子 dim sum 点心 conclude v.终结 prawn n.明虾 Useful Expressions on the house 免费 to start with sth. 从某事开始 to finish (up) with sth. 以某事结束 to lend sb. a hand 帮助某人 to rest on 放置于 UNIT 5 Birthday Party 5-1 Going to a Chinese Birthday Party Scene: Robert (R) is asking Mr Deng (D) about how to attend a birthdy party by a chinese friend. R: Mr Deng, I've received an invitation from my chinese friend for his birthday party. I'm not familiar with Chinese customs. What shall I do? 65 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. D: May I have a look at your invitation card? R: Yes, here it is. D: It's going to be held at the Hilton Hotel. It must be a grand one. R: What time shall I go? D: At a Chinese party the guests usually arrive 5-10 minutes earlier. It's not good to be late, is it? R: No, it's not. Shall I put on my evening suit? D: It's not necessary. A coat will be good enough. R: What can I expect to eat? D: Quite a big meal. What makes the celebration significant is noodles as the last dish. It's almost a must for every birthday dinner. R: I don't think you sing the song "Happy Birthday" at the party, do you? D: We do it now. The highlight at the birthday party is "Bottoms up." R: Do you eat birthday cake? D: Some people have them instead of noodles, but most people have both now. R: By the way, shall I bring some gifts? D: It all depends. I think a small gift will do. R: Thank you. 5-2 The Longevity Noodles Scene: Mr Bellow (B) and Mrs Bellow (M) are seated at a table. The waiter (W) comes over to take the order. W: Good evening, sir and madam. B&M: Good evening. B: Today is my wife's birthday. I'd like to order a special dinner for her. She is quite excited to have her birthday here in Shanghai. W: I'm very happy to hear that. Happy birthday, madam. 66 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. B&M: Thank you. B: What do people in Shanghai usually have for birthday? W: We eat noodles for the birthday. B: Good, we'll have noodles then. W: Yes, sir. May I suggest the noodle soup with shrimps? B: That's fine. We'll have two bowls of noodle soup with shrimps. W: Two bowls of noodle soup with shrimps. B: Is there any special meaning for one to have noodles on his birthday? W: Yes, Chinese people think long noodles symbolize longevity. And it creates family harmony when the whole family get together to enjoy longevity noodles on one family member's birthday. B: It sounds great! Honey, did you hear that? M: Yes, I'll always remember it. It's a wonderful custom. 5-3 Birthday Cake Scene: Now Bellow's dinner party has almost come to an end. Waiter (W): Happy birthday, Mrs Bellow. Mrs Bellow (M): Thank you. W: May I serve you the birthday cake now? M: Here is you birthday cake. M: It's so nice with these tiny candles. Have you put on my name on the cake? W: Yes, of course, Mrs Bellow, and some congratulations on it, too. Mr Bellow (B) : Aha, let me have a lood. Oh, it's in Chinese. But, no problem. I can read the Chinese. It says "Nihao, Mrs Bellow." W: Excuse me, shall I light the candles now or would you like to do it yourself? M: I'd do it myself. 67 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. W: Here is the match. M: Thanks. (Mrs Bellow lights the birthday candles. All the people sing the song "Happy Birthday" and clap their hands to the singing rhythm. Now it's time for Mrs Bellow to blow out the candles.) B: I dare say my wife can blow out all these candles at one time. Guest A: I'll be the judge. When I say "ready" , Maggie gets ready and I say "start", she blows. OK? M: Fine. Guest A: Ready? Start! (Mrs Bellow blows out the candles at one time. All applaud.) W: Excuse me, may I cut the cake into pieces now? M: Yes, thank you. It's very nice of you. (The waiter cuts the cake and serves every guest from the right side.) Word List invitation n. 邀请 custom n. 风俗 tie n. 领带 appetizer n.(正餐前)开胃食品 tiny a. 微小的 candle n. 蜡烛 clap v. 拍 rhythm n. 节奏、韵律 congratulation n. 祝贺、庆贺 noodle n. 面条 bowl n. 碗 symbolize v. 象征 longevity n. 长寿 highlight n. 精华、高潮 shrimp n. 虾 applaud v. 鼓掌 harmony n. 融洽 Useful Expressions 68 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. It is not good to do … 做……没好处 instead of ……代替，……而不 It all depends. 那要看情形了。 No problem. 没问 to blow out 吹灭 "Bottoms up" 干杯 family harmony 家庭和睦 UNIT 6 Ways of Paying 6-1 Signing the Bill Scene: The Bellow are paying for their dinner. Waiter (W): (when he sees Mr Bellow wave to him he comes over.) Would you like anything else, sir and madam? Mr Bellow (B): No, thank you. We'll take the check now. W: Yes, sir. (Gives the check to Mr Bellow) Here it is, sir. B : (Goes over the bill) What's the 21 yuan for? W: For the three coffees. Mrs Bellow (M): We only had two! W: (Checks the bill carefully) Oh, I'm awfully sorry, madam. (The waiter goes back to the cashier to have the amount changed.) W: I'm sorry to have kept you waiting. Would you mind checking it again? 69 上海悦莱饭店管理有限公司 Happyback Hotel management Co. Ltd. B : That's all right. W: Would you please sign for it, sir? B : That's all right. W: Would you please sign for it, sir? B : Yes, thank you. W: Will you please tell me what your room number is? B : 908 W: Room 908. Thank you, madam and sir. I hope you enjoyed your dinner. B&M: Thank you very much. 70