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成都酒店英语培训资料


Chapter 1.
Unit 1: GREETING & FAREWELLS :
VOCABULARY welcome identify enjoy trip look forward to 欢迎 识别 喜欢 旅游 盼望 friend definitely pleased weekend satisfaction

Courtesy

English

朋友 肯定 高兴 周末 满意

farewell safe sure again

告别 安全的 当然 再

PHRASES ON THE JOB Good morning Good afternoon 早上好 下午好 Hello How do you do? 你好 你好 Fine, thanks, and you? Good-bye 很好,谢谢,你呢? 再见 It was nice to see you again. Have a good evening 很高兴又见到你。 晚上愉快。 Have a good weekend Have a safe trip 周末愉快。 一路平安。 Thank you for coming (Thanks for coming) 感谢光临。 LISTEN TO THE CONVERSATION Listen to the guest and then fill the gap in each sentence. The guest’s name is . The staff’s name is . The guest will today. He’ll live in next time he comes. TALKING TO THE GUEST Staff : Good morning. Mr. Smith. How are you today>? Guest: Good morning. Jane. I’m fine, thanks, and you? Staff : I’m fine too. Are you checking-out today? Guest: yes, I think so Staff : Did you enjoy your stay here? Guest: Yes, I did. Staff : I hope our service is to your satisfaction Guest: Sure. I’m very pleased with everything here. Staff : Thank you. I wish you a nice trip home and look forward to seeing you again. Guest: Thank you. I’ll definitely come to the Sheraton next time I’m in Tianjin. Good evening Welcome back Hi 晚上好 欢迎回来 嗨 How are you? Fine, thank you, and you? 你好吗? 很好,谢谢,你呢? Good night Good-bye for now 晚安 再见 See you later. It was nice seeing you. 回头见。 很高兴见到你。 Have a good day Hope to see you again 祝您愉快。 希望再见到您。 Look forward to seeing you again 盼望再见到您。

PAIR WORK Find a partner and play the roles of the staff and the guest who will be on holiday soon. OXFORD HUMOUR The more I study, the more I know. The more I know, the more I forget. The more I forget, the less I know. So why study?

UNIT 2:

INTRODUCTIONS

VOCABULARY .introduce meet pleased certainly 介绍 会见 高兴 当然了 happy glad nice pleasure 高兴 高兴 很好 高兴 spell out first name last name enjoy 拼写出来 名 姓 喜欢

PHRASES ON THE JOB My name is John Smith 我叫约翰.史密斯。 I’m Mary Copper 我叫玛丽.库伯。 Let me introduce you to John Smith 我把你介绍给约翰.史密斯。 I’d like you to meet Mr. Thomson. 希望你认识一下托玛斯先生。 Have we met before? 我们以前见过面吗? It’s nice to meet you. It 很高兴见到您。 I’m pleased to meet you 很高兴见到您。 I’d like to introduce you to Mary Copper. 我想把你介绍给玛丽。 I don’t think we’ve met before 我想我们以前没见过。 You’re new here, aren’t you? 你是新来的,对吗? ’s nice meeting youi. 很高兴见到您。 I’m glad to meet you. 很高兴见到您。

LISTEN TO THE CONVERSATION TALKING TO THE GUEST: Staff : Good morning, sir, May I know your name? Guest: Certainly. My name is John Smith Staff : Would you please spell your last name? Guest: Sure. P-a-r-k-I-n-s-o-n, Parkinson. Staff : How do you do Mr. Parkinson? Welcome to our hotel Guest: How do you do? Very nice to meet you. Staff : Hope you’ll enjoy you stay here. Guest: I think I will Staff : See you later. Guest: See you.

PAIR WORK Introduce yourself to a partner. EXERCISE Put in articles where needed. A: Would you like cold milk? B: Yes, please. I’d like glass of beer if you’ve got it. kitchen. A: I’ll go and have a look in Yes, there’s bottle here, but it isn’t cold B: Never mind. Can I have piece of ice in it? A: Sure. There is quite a lot in refrigerator.

IDIOMS: : No pain no gain. As busy as a bee. Hand and foot. As proud as a peacock. As hungry as a wolf Beat about the bush.

UNIT 3:

APOLOGIES

VOCABULARY Excuse forgive sorry bill 原谅 原谅 对不起 帐单 apologize mind Right away check 请求原谅 介意 马上 检查 mistake assure happen 错误 保证 发生

PHRASES ON THE JOB Excuse me I’m sorry please forgive me. That’s Ok 打扰一下。 对不起。 请原谅。 没什么。 I do apologize That’s all right Please accept our apology. 我很抱歉。 没关系。 请接受我们的 歉意。 Would you please wait a moment? Would you mind waiting a second? 请稍等好吗? 请稍等好吗? I didn’t mean for that to happen. I assure you it won’t happen again. 我是不想出这种事的。 我向您保证以后不再发生这种事。 TALKING TO THE GUEST Guest: Excuse me. I think there is a mistake in my bill.. Staff : I’m sorry to hear that. I’ll check for you right away. Would you please wait a moment? Guest: OK. ( a moment later) Staff : I do applogize, Mr. Smith. There is a mistake in your bill. I assure you it won’t happen again.

Guest:

Well, that’s all right

EXERCISE Put in the missing word. guide.But they Mr and Mrs Miller are from Austria. They often go shopping without their German can’t to the taxi driver as they can a word of Chinese.They don’t know how to him where they want to go. And the driver doesn’t know how to to them because he dosen’t German. Mr. Miller to himself. “ I wish I could some Chinese.”

UNIT 4:
VOCABULARY Appreciate assist request trouble corridor end

OFFERING HELP

喜欢 帮助 要求 麻烦 走廊 尽头

grateful favor Besitate welcome Show

感谢 喜欢 犹豫 欢迎 展示

offer desire mind follow me serve

提供 希望 介意 跟 服务

PHRASES ON THE JOB Anything I can do for you? 我能为您做些什么? Can I help you? 我能帮忙吗? Do you need any help? 要帮忙吗? Can I give you a hand? 要帮忙吗? If you don’t mind. 如果你不介意。 There’s no h urry 不着急。 Going up? 上楼吗? LISTEN TO THE CONVERSATION Staff : Guest: Staff : Guest: Staff : Guest: Staff : If there’s anything I can do to help, please let me know. 如果有我能帮忙的话,请告诉我。 If I can be of assistance. Please do not hesitate. 如果要我帮忙,别犹豫,尽管讲。 I’d be very glad to help you. 很高兴认识你。 If you wouldn’t mind. 如果你不介意。 If it’s no trouble 如果不麻烦的话。 please take your time 不着急。 Going down. 下楼。

Excuse me, May I help you? Yes, I’m looking for my room. May I know your room number, please? Yes, my room number is 358. That’s at the other end of the corridor. Follow me. Please. Thank you. It’s very kind of you. It’s my pleasure to serve you. Please enjoy your stay.

I’ll show you to your room.

Guest: Staff : Guest: Staff : Guest: Staff : Guest: Staff :

Yes. I will. Going up, sir? Yes Watch your steps, please, The floor is wet. OK, Thank you.. By the way, may I help you with your luggage? Sure, That’s very kind of you. You’re most welcome

PAIR WORK Find a partner and play the roles of the guest and the staff. EXERCISE Put little, a little, few or a few into the sentences. more staff We need There is milk left. Go and get some. He asked for more salt.

The guest wants to find the fitness center.

UNIT 5:

THANKS AND REPLIES
厨房 wire 电线 light 灯 noisy 吵 indeed 的 确 by the

VOCABULARY Repair 修理 kitchen way 顺便说一下 Electrician 人做某事 电器师

colleague

同事

as soon as possible

尽可能早 help sb with sth 帮助某

PHRASE ON THE JOB Thanks Thank you very much Thank you ever so much 谢谢。 非常感谢。 太感谢了。 I appreciate that/it That’s very kind of you. You are so sweet 我很感激。 你太好了。 你真甜。 Thank you just the same You’re most welcome It’s my pleasure to serve you. 同样得感谢您。 不客气。 很荣幸为您服务 。 That’s quite all right I’m pleased to be of services of you I know next to nothing. 一点儿关系也没有。 愿意为您效劳。 我几乎一窍不通。 LISTEN TO THE CONVERSATION Listen to the talk between the guest and the staff an then decide whether the following statements are right or wrong. The problem is in the bedroom. One of the lights is broken. Something is wrong with the TV as well. The electrician will repair the TV right away. TALKING TO THE GUEST Staff : Good afternoon. Miss Thomson. I’m here to repair your light. Guest: That’s very nice. It’s this one in the kitchen. It doesn’t work

Staff : Guest: Staff : Guest: Staff Guest Staff Guest

Let me have a look. Oh, a wire is loose. Now, it’s all right. Yes, it is. Thank you very much indeed. It’s my pleasure. By the way, my telephone is too noisy. Could you please help me with this? : Sorry, I’m an electrician. I know next to nothing about telephone. But I’ll call my colleague to come as soon as possible. : OK. Thank you just the same. : Not at all. Good-bye, Mrs. Thomson. : Good-bye

PAIR WORK Find a partner and play the roles of the guest and the staff. The guest wants a baby cot. EXERCISE Put the verbs into correct tenses: (be) you from, Ms. Miller? A: Which country B: I (be) from Brazil. A: Did you (come) yesterday? B: No. I (come) the day before yesterday. A: So you (stay) here from 2 nights B: Yes, and I leave for home tomorrow.

UNIT 6: :

REQUESTS AND REPLIES
在那边 do sb a favour 为某人帮助 next to 紧挨者 look for 寻 找

VOCABULARY Favour 喜欢 over there request 要求 Easy 容易 reply

回答

trouble

麻烦

problem 问题

PHRASES ON THE JOB Would you please do me a favour? Could you do me a favour? 能帮我个忙吗? 帮我个忙好吗? Could I ask you a favour ? Could you do a favour for me? 帮我个忙好吗? 帮我个忙好吗? Could you possibly do a favour for me? Of course 帮我个忙好吗? 当然。 No problem No trouble at all. I’d be glad to meet you 没问题。 不麻烦。 我会很高兴的。 LISTEN TO THE CONVERSATION Listen to the talk between the guest and a staff and then answer 2 questions. What’s the guest’s request? Where could he find it? TALKING TO THE GUEST Guest: Excuse me. Staff : Yes Guest: Could you please do me a favour? Staff : Certainly. What can I do for you? Guest: I’m looking for the Sales Department

Staff : Guest: Staff :

That’s easy. It’s over there, next to the Information Desk I see, Thanks a lot. My pleasure.

PAIR WORK Find a partner and play the roles of a guest and a staff. The guest wants to send a letter. EXERCISE Respond to the following using “Neither, Either or So” I can’t speak English. Christmas is an important holiday I don’t like fish. I’m very fond of sweet and sour pork.

UNIT 7: :
VOVABULARY Age 年代 pretty 孙儿

LONG THIME NO SEE
相当的 on holiday 度假 daughter 女儿 granddaughter 孙女 grandson

Aunt 姨、姑、婶 uncle 第二代表兄弟姐妹

叔、伯、舅 son

儿子

first cousin

第一代表兄弟姐妹 second cousin

PHRASES ON THE JOB Long time no see. I haven’t seen you for ages.

Congratulations

LISTEN TO THE CONVERSATION Listen to the talk between the guest and the staff and then fill in the table with the information The guest’s name is She went She has grandchildren TALKING TO THE GUEST Staff : Good morning. How are you Ms. Jackson? Haven’t seen you for ages. Guest: Yes. Long time no see. I’m fine, thanks. How are you? Staff : Pretty well. Did you go on holiday? Guest: Yes, I went back home because my daughter had a baby. Staff : Congratulations Guest: Thanks Staff : A girl or a boy? Guest: A girl Staff : So you have a granddaughter now Guest: A granddaughter? I’ve got three Staff : Three granddaughters Guest: Yes, and a grandson as well. Staff : They must be very lovely Guest: Sure. I enjoy them greatly.

PAIR WORK Find a partner and play the part of a guest and a staff.

The guest went back home because her brother was ill.

UNIT 8: :

ASKING PEOPLE TO REPEAT
国籍 at least 至少 I’m afraid 恐怕 Australian 可 澳大 能

VOCUBULARY Reservation 预定 nationality 利亚人 plan 计划 Pardon 原谅 Beg 请求 intend 打算

On the fourth floor

在四楼 repeat

重复 possible

PHRASES ON THE JOB Pardon? Please say it slowly. I beg your pardon I didn’t follow you 没听清? 请慢慢讲。 我没听清。 我没听懂。 Would you please say it again? 请您再说一遍好吗? LISTEN TO THE CONVERSATION Listen to the conversation between the guest and the staff and then answer the following questions: When did the guest get to the hotel> What’s his name and nationality? How long did he plan to stay? What room did the staff give him? TALING TO THE GUEST Staff : Good evening, sir, do you have a reservation? Guest: No. I’m afraid not. Staff : May I know your name, please? Guest: Yes, I’m David White Staff : Your nationality? Guest: I’m Australian Staff : Sorry, I beg your pardon? Guest: I’m Australian Staff : I see. How long do you intend to stay? Guest: At least a week. Possibly longer . Staff : Good. I can give you a room on the 4th floor, is that all right? Guest: Yes. It’s quite all right. Thank you very much. Staff : You’re most welcome. ADDITIONAL EXPRESSION AND PHRASES Sorry to have kept you waiting 抱歉让您久等了。 Excuse me for interrupting 抱歉打扰一下了。 It doesn’t matter 没关系。 Please take your time 别急。 I’ll try my best 我将尽力而为。 It’s my pleasure to serve you 为您服务很荣幸。 May I call you back 可以给您打回去吗? Can I assist you further?还能给您帮什么忙吗? Sit down at this table, please 请坐这张桌子。 I’ll take care of that.我来处理这件事。

Would you mind waiting for a moment?请稍等,您介意吗? One for the road 走前再喝一杯。 I’ll have another on ice 我再要一杯加冰的。 Follow me, please.请跟我来。 Welcome back 欢迎您回来。 Let me help you 我来帮您。 There is no hurry 别着急。 I’ll be with you in a moment 我马上就来。 After you.您先请。

Chapter 2

General

English

The hospitality industry in Chian is a growing industry with unique challenges. These challenges will be met by motivated and well trained professionals such as yourself. The English language is a tool that will enable you to communicate with a majority of the guests you meet a Sheraton. In addition, a new world of information and resources will be open to you as you can learn from people form different countries and cultures. In today’s ever increasing competitive enviroment, the most valuable employeses are those people who have the ability to work in many different areas of the hotel. We call this ability “multi-skilled”,and in China one of the biggest barriers to achieving this goal is the language barrier. Study hard, strive for excellence, and remember that at all times you represent Sheraton to our guests., other employees, and the community. Every week we spend 5 days or more per week at work. Why not make this time an investment in your future by taking on more responsibilities, being proactive, and learning as much as you can about our dynamic PEOPLE DRIVEN industry? With your new found “multi-skilled” English abilities and SGSS I guarantee you will have a bright, rewarding, and successful future!

UNIT 1:

FINDING PLACES
错过 colleague 同事 lift 电梯 get off 下 left 左 right 右

VOCABULARY Fax 传真 miss send 发达 Take 乘

then 然后 Front Office

前台

Business Centre 商务中心

PHRASES ON THE JOB Could you please tell me? It’s on the second floor 请你告诉我好吗? 在二楼。 It’s on the right side of the corridor Turn left 在走廊的右边。 左拐。 LISTEN TO THE GUEST Listen to the conversation between the staff and the guest and then fill in the blanks The guest wants to send a He should go to He may go by It’s on the floor

TALKING TO THE GUEST Staff: Good morning, madam. Can I help you? Guest: Yes. Could you please tell me where I can send a fax? Staff : You may go the Business Centre. My colleague there can do it for you. Guest: But where is the Business Centre? Staff : It’s on the second floor, just above the Front Office. You may take the lift here, get off on the second,and then turn left. The Business Centre is on the right side of the corridor. You can’t miss it. Guest: Thank you very much. You’ve been of great help. Staff : It’s my pleasure to be of service. PAIR WORK The guest wants to find the apartment building Find a partner and play the role of the guest and the staff. Using what you have learned Make sentences with the following phrases: You’d better Get ready for / to Have a day off in time Set the table look forward to

UNIT 2: :

TIME
special 特殊的 rate 价格 correct 正确的 rate 价 格

VOCABULARY’ Beijing Time 北京时间 seem 似乎 Cheaper 中心 Hour

更便宜 in the morning

在早上 at night 夜里

urgent

紧急的 downtown



小时

difference 不同、差别 o’clock 钟

PHRASES ON THE JOB There’s a time difference of 6 hours. I’d better make the call in the evening 时差 6 小时。 我最好晚上打电话。 That’s great Is it the correct time? It’s 5:50 by my watch. 太棒了。 时间准吗? 我的表是 5 点 50 分。 LISTEN TO THE GUEST Listen to the talk between the guest and the staff and then decide whether the statements are right or wrong. It’s 2:35 in the afternoon Yes/No. The guest wants to make a call to Poland Yes/No The special night rates start from 9:00 pm Yes/No The time difference is 3 hours Yes/No. TALING TO THE GUEST Guest: Excuse me. What time is it now? Staff : It’s 2:25 by my watch; Guest: Is it the correct time?

Staff : Guest: Staff : Guest: Staff : Guest: Staff : Guest: Staff : Guest: Staff :

Yes, I think so . You use Beijing Time here, don’t you? Yes, we do Do you know what time it is now in Holland? I guest it is about half past eight in the morning. There is a time difference of 6 hours I see. I want to call back home. It seems I’d better make the call in the evening I think so if nothing is urgent, because there are special rates at night after 9:00 Do you mean cheaper? Yes That’s great. Thank you My pleasure

PROVERBS A light heart lives long Health is better then wealth. A man becomes learned by asking questions.

UNIT 3: :

GETTING INFORMATION
over there 在那边 American 美国人 second 秒 mean

VOCABULARY Check 检查 German 德国人 意思 Wonder 奇怪 stand for 代表

taxi

出租车 apartment building 公寓楼

PHRASES ON THE JOB What does this stand for ? Thank you for your help. Please wait a second 这代表什么? 感谢您的帮助。 请等一会儿。 I’ll check for you No wonder. 我给您查一下。 难怪呢! LISTEN TO THE CONVERSATION Listen to the conversation and then fill in the table with the information about the lady’s friend. NAME ROOM NUMBER NATIONALITY FIRST NAME FAMILY NAME TALKING TO THE GUEST Staff : Good morning, ma’am. Anything I can do for you? Guest: Good morning. I’m here to see my friend. But I don’t know which building she lives in Staff : Do you have her room number? Guest: Yes, It’s 408 Staff : May I know your friend’s name? Guest: Sure. Her name is Shelly, Shelly Wilson Staff : Is she an American? Guest: No, she is German Staff : Please with a second. I’ll check for you

Guest: Staff : Guest: Staff : Guest: Staff :

OK Yes, here it is. She lives in Room 2408 in the apartment building over there What does 2 mean? It stands for the Apartment Building I see. No wonder. Thank you for your help You’re welcome.

GUESSING RIDDLES I go out every day but I never leave my home. What am I ? What is it that can carry a message to anyone in any town? What is it that when once lost you can never find again? What is it that cannot burn in the fire and cannot drown in water?

UNIT 4: :

VISITING A GUEST
adapter 连接器 need 需要 brief ease 公文包 out of order 坏了

VOCABULARY Visitor 客人 exit 出口 coupon 奖券

Interesting 有趣 room key 钥匙 tour guide Ancient Culture Street 古文化街 PHRASES ON THE JOB

导游

Food Mall

食品街

I’m tied up at the moment. I’ll be off then. 我这会儿非常忙。 到那时我就下班了。 Don’t worry. I did ask for one. 别担心。 我确实要了一个。 LISTEN TO THE GUEST Listen to the conversation between the guest and the staff and then answer the following questions. What does the staff want to do? Can the staff work now? why? When should she come back? What else dose the guest need? Can the guest get it? TALKING TO THE GUEST 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

Guest: Staff :

Thank you Not at all.

USING WHAT YOU HAVE LEARNED Draw a happy or sad face after each sentence. The place is really neat. It’s quite a large room The pool is being repaired again? You’ve disconnected me twice. I called three times, but nobody answered the phone Your manner is un-professional I didn’t ask for that The food is better than at home. You always run out of cigarettes It’s quite all right. I’m satified.

UNIT 5:

DAYS & DATES
星期三

VOCABULARY Date 日期 Sunday 星期日 Monday 星期一 Tuesday 星期二 Wednesday Thursday 星期四 Friday, 星期五 Saturday 星期六 January 一月 四月 May 五月 June 六月 十一月 December 活节 July 七月 August 八月 February 二月 March

三月

April

September

九月

October 十月

November

十二月 Spring

春天

Summer 夏天

Autumn 秋天

Winter

冬天

Easter 复

Christmas 圣诞节

Spring festival

春节 Lunar Calendar

阴历

Good Friday,王蒙难日

PHRASES ON THE JOB That is next Tuesday, isn’t it? My brother will get it on November 2nd 那是下星期二对吗? 我弟弟将于 11 月 2 日收到。 Planes have to fly over the International Dateline How silly I am 飞机得飞越国际日期变更线。 我真傻。 LISTEN TO THE GUEST

Listen to the conversation between the staff and the guest and then answer the following question. What day is today? What is the date today? How long does it take for a letter to reach America? What is the time difference between Beijing and New York? TALKING TO THE GUEST Guest: Excuse me. What day is today? Staff : Today is Tuesday Guest: It’s October the 27th, isn’t it? Staff : Yes, it is Guest: How long does it take for a letter to get to America? Staff : About a week. Guest: So if I send a letter today, my brother will get it on November 2nd. That is next Tuesday, isn’t ? Staff : No, it will be November 1st in America. Because planes have to fly over the International Date Guest: You’re right. How silly I am. USE WHAT YOU’VE LEARNED Put the following dates into English. 5月2日 8月9日 10 月 1 日 Humor Betty : Kelly : Betty : 7月4日

3 月 15 日 1 月 22 日

4月1日

12 月 25 日

Black hens are more clever than white hens, aren’t they? How do you know? The black hens can lay white eggs, but the white hens cannot lay black ones.

UNIT 6:

MAKING AN APPOINTMENT
太棒了 music 音乐 important 重要的 entrance

VOCABULARY Mid-Autumn Festival 中秋节 wonderful 入口 Nut 坚果 a little bit 一点儿 pick

摘采 policy

政策

celebrate

庆祝

one-day trip 一日游

Traditional 传统的 PHRASES ON THE JOB I wonder if you would like to join us. I think so. I will 不知您是否想和我们去。 我想是的。 我会的。 , I’m glad you like it. Thank you very much for telling me all this 我很高兴您能喜欢。 非常感谢告诉我这些。 LISTEN TO THE GUEST Listen to the conversation and decide whether the statements are right or wrong. The trip is to the Summer Palace. s/No

There will be music and fruits at the party The trip will take 2 days The taxi leaves the hotel at 6:00am

s/No. s /No. s/No.

TALKING TO THE GUEST Staff : Good morning . Mrs. Jones Guest: Good morning. Staff : You know the Mid-Autumn Festival is coming. It’s an important traditional festival in China. The Hotel is now organizing a one-day trip to the Great Wall. The holiday will be celebrated with music and nut picking. Guest: That’s a great idea. It will be wonderful. Staff : Definitely, but how shall we go? Guest: By the Hotel Taxi Staff : What time shall we set out? Guest: At 5:30 in the morning. The taxi will be waiting for you at the entrance. Please get there a little bit earlier because the seat arrangement policy is on a first come, first serve basis. Staff : Ok, I will. Thank you very much for telling me all this. Guest: I’m glad you like it.

UNIT 7:

ABOUT SIGHTSEEING

VOCABULARY Place of interest 旅游景点 visit 参观 recommend 推荐 scenic spot 观光景点 just 恰 好 babysitter 保姆 historic place 历史古迹 capital 首都 Dynasty 王朝 travel agency 旅行社 either…or…或者 assist 帮助 by train/bus 乘火车/汽车 wonder 奇迹 Tian An Men Square 天安门广场 The Summer Palace 颐和园 The Temple of Heaven 天坛 Ming Tombs 明十三陵 PHRASES ON THE JOB Right away. 马上。 Have a nice time. 祝您玩的愉快。 It’s a must. 那是个必看之处。 The Housekeeping Department will arrange it for you. 客房部会给您安排的。 How can I find a babysitter? 我怎么能找到个保姆。 LISTEN TO THE GUEST Listen to the talk between the guest and the staff and name three things the guest needs. 1. 2. 3. TALKING TO THE GUEST: Staff: Good morning, sir. Anything I can do for you? Guest: Yes. My wife and I are going to Beijing tomorrow. This is our first visit, would you please recommend some places worth visiting?

Staff: Ok. There are a lot of scenic spots and historic places in Beijing since it has been the capital of the country for hundreds of years. I think the Palace Museum is a must. It’s just by Tian An Men Square. Emperors in Ming and Qing Dynasties once lived there. The Summer Palace, the Temple of Heaven, the Ming Tombs are points of interest, too. Guest: And also the Wall. Staff: Yes. People say it’s one of the seven wonders of the world. Guest: Do you think I can see them all in one day? Staff: Oh, no. You need at least seven days. Guest: How can we go to Beijing? Staff: You can go either by Hotel Taxi or train or bus. Guest: Can I book our tickets at the Hotel? Staff: Sure. The travel Agency is just behind you. Guest: Yes, I see. That’s great, by the way… Staff: Can I assist you further? Guest: How can I find a babysitter? My son is only three years old. We don’t want to take him with us. Staff: That’s easy. I call the Housekeeping Department right away.They can arrange everything for you. Guest: Thank you ever so much indeed. Staff: You’re most welcome. I hope you enjoy your stay here and have a nice time in Beijing. Guest: Sure, we will.

Chapter 3
UNIT 1:

Housekeeping

English

ENTER THE ROOM

VACABULARY Sheet 床单 fire sprinkler 灭火喷淋 picture 照片 coat hanger 大衣架 pillow 枕头 mirror 镜子 sofa 沙发 heating control 加热控制 ice tongs 冰夹 chair 椅子 wall 墙 telephone 电话 bedside table 床头桌 ceiling light 顶灯 luggage stand 行李架 swimming bag 游泳袋 window 窗 户 power socket 电源插座 note pad 记事簿 carpet 地毯 curtain 窗帘 blanket 毛痰 shoe basket 鞋篮 matches 火柴 ice bucket 冰桶 security latch 安全门 PHRASES ON THE JOB Good morning. 早上好。 See you later. 再见。 May I clean your room? 我可以为您打扫房间吗? Shall I come back later? 我可以过会儿再来吗? Could you come back in an hour? 我能一小时后再来吗? TALKING TO THE GUEST: Attend: Good morning, Housekeeping. Guest: Good morning.

Attend: May I clean your room, sir? Guest: Sorry, this is not the right moment. Attend: Shall I come back later? Guest: Yes please. Could you come back in an hour? Attend: It is Ok. I’ll be back in an hour. Bye bye. Guest: See you later. PAIR WORK Find a partner and play the role of the guest and the room attend. Speak courteously and in full sentences. The room attendant enters the room. VOCABULARY Vase scales disposal bag shower head rubbish bin door bottle opener face towel sink tap ashtray hand towel grab bar toilet soap dish exhaust fan bath tub shaving socket vanity flush toilet paper plug glass facial tissue soap shower curtain USING WHAT YOU’VE LEARNED Fill the words in the right place. We cover the beds with a ___________ In the ___________ are cool drinks. Can you turn off the ____________ , it’s getting cold here. I need my shoes to be cleaned. I’ll put them in the ___________ After cleaning the glasses we put them on the ___________ You can switch on the television with a ____________ My lamp does not work. Could you change the ____________ for me? Do you have some ___________ to light my cigarette? For the cleaning of the bathroom we have to use ____________ I don’t know the phone number. Can you please give me the ____________ , so that I can look it up. Chemicals coasters bed spread matches shoe basket remote control telephone directory light bulb air conditioner refrigerator

UNIT 2 :
VOCABULARY

TURN DOWN SERVICE

dusting 去尘 toilet brush 马桶刷子 refuse bag 废物袋 general cleaning vacuum 真空 bucket 桶 mopping 拖地 scrub 檫洗 dustpan and brush 簸箕和刷子 detergent 清洁剂 vacuum cleaner 吸尘器 mop 拖把 shampoo 洗发水 soap 香皂 bath foam 浴液 sewing kit 针线盒 comb 梳子 tooth brush 牙刷 moisturizer 润肤露 shower cap 浴帽 shoehorn 鞋拔 shoe shine 檫皮鞋 PHRASES ON THE JOB

May I come in for turn down service? Is there anything else I can do for you? Just a moment. I will go and get it at once. Thank you very much. You’re welcome. LISTEN TO THE GUEST Listen to the conversation between the guest and the room attendant. Fill in the following table. What does the guest want? Is it possible? When will he get them?

TALKING TO THE GUEST: 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.

VOCABULARY
dry cleaning docket 干洗单 breakfast menu 早餐菜单 light switch 灯开关 air conditioner vent 空调 排风口 pillow case 枕套 coffee table 咖啡桌 wall paper 壁纸 hair dryer 吹风机 standing lamp 地灯 valet stand 衣物架 switch 开关 desk chair (与书桌配套的)椅子 laundry docket 洗衣单 Do Not Disturb Sign 请勿打扰牌 DND sign 请勿打扰牌 chest of drawers 带抽屉的柜厨 sheer curtains 纱窗帘 desk lamp 台灯 television cabinet 电视柜 furniture 家具 single bed 单人床 double bed 双人床 desk 书桌 PHASES ON THE JOB Turn down service, may I come in? 是做夜床服务,我能进来吗? Is there anything else I can do for you? 我能为您做些什么? Have a good night. 晚安。 The same to you. 你也一样。 LISTEN TO THE GUEST Listen to the conversation between the guest and the room attendant. Choose between right and wrong.

RIGHT The guest asked for new laundry dockets. He asked for it yesterday The room attendant couldn’t get one on the same floor. TALKING TO THE GUEST:

WRONG

Attendant: Good morning. Turn down service. May I come in? Guest: Oh no, Thank you. That is not necessary today. Attendant: Is there anything else I can do for you, sir? Guest: Well in fact there is. This morning I asked for new laundry bags but they still haven’t rough me some. Attendant: Oh, I’m sorry. Well, I’ll have to get one on anther floor. Would you mind waiting for a minute? Guest: No, no problem. Attendant: Here you are, sir. Have a good night. Guest: Thank you. The same to you. USING WHAT YOU’VE LEARED During turn-down service we put the ice cubes in the (refrigerator, ice tongs, ice bucket) In the bathroom, we put the (matches, glasses, soap) next to the ashtray. Every morning we have to collect the (laundry bags, laundry docket, breakfast menu) For cleaning the (curtains, wall, carpet) we use the vacuum cleaner. We have to use the (air conditioner vent, heating control, air conditioner) to control the cool air in the room.

UNIT 3: :

GUESTS QUESTIONS

VOCABULARY Bedside lamp 床头灯 smoke detector 烟感器 air conditioner 空调 wardrobe 衣柜 television guide 电视指南 Please Make Up sign 请收拾房间牌 PMU sign 请收拾房间牌 slippers 拖鞋 drapes 布 帘 television 电视 bed 床 battery 电池 ceiling 屋顶 glasses 杯子 Laundry docket 洗衣单 door 门 window sill 窗台 shopping bag 购物袋 menu 菜单 pen 钢笔 PHRASES ON THE JOB Good morning How are you today? Very well, thank you 早上好。 您今天好吗? 很好,谢谢。 Where are you from? I’m form America Is there anything I can do for you? 您是哪里人? 我是美国人。 我能为您做些什么? Could you please show me? Have a nice day/ 您能领着我看看好吗? 祝您今天快乐。 LISTEN TO THE GUEST Listen to the conversation between the guest and the room attendant. Fill in the following table. What’s the guest’s nationality? When will the room attendant clean his room? What is wrong in the room? When will the room attendant call the engineering?

TALKING TO THE GUEST Attendant : Good morning, Madam, How are you today? Guest : Good morning. Very well, thank you. And you? Attendant : I’m fine, too. Do you have any plans for today? Guest : No, not really. Tomorrow I’ll fly back home. Attendant : O’really, where are you from? Guest : I’m from America. By the way, when are you going to clean my room? Attendant : I’ll come to your room as soon as I have finished this one. Why? Is there anything I can do for you? Guest : Y es, there is. The tap in my bathroom is broken. Could you have it fixed for me? Attendant : Well, certainly. Could you please show me? Guest : Yes, come in. Attendant : Oh, I see. I’ll call the engineering department right away. They can fix it for you. Guest : Very good. Thank you very much. Attendant : My pleasure. Have a nice day. Guest : The same to you. Good bye PAIR WORK Find a partner and play the role of the guest and the room attendant. The guest is not satisfied with the cleaning of his room (too much dust and the bed sheets are not clean etc.) USING WHAT YOU’VE LEARNED Something is wrong with these things. Write a sentence about each one. 1、 Air conditioner 2、Door

3、 elephone 4、Sink

PHARSES ON THE JOB I’m terrible sorry.

Do not disturb sign.

Thank you very much

TALKING TO THE GUEST 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.

VOCABULARY Liquors beer Tooth brush

soft drinks tooth paste

wine

candy tissue

chocolate peanuts

chewing gum juice

razor mineral water

camera

PHRASES ON THE JOB I’m very sorry Thanks a lot

Take your time

There is no hurry

It’s OK.

TALKING TO THE GUEST Attendant : Good evening. Housekeeping, Mary speaking. May I help you? Guest : Good evening. This is Mister Backer speaking. Room 421 The room attendant forgot to give me new bottles of mineral water. Can you bring me some? Attendant : I’m very sorry fro the inconvenience. I’ll ask our room attendant to take some bottles to your room right away. Guest : Thanks a lot, but take your time. There is no hurry. Attendant : That’s Ok. Good night Guest : Good night. USING WHAT YOU’VE LEARNED Which word does not belong to the others Desk telephone toilet bucket Sponge pen Bedside lamp bath tub shoe horn chemicals light switch

chair sofa

note pad grad bar tooth brush

bed sink

toilet brush iron

vase standing lamp soap

ceiling light

Unit 3 LAUNDRY VOCABULARY Dry cleaning wash Stretch Cold water hole stain warm water

press starch

steam fold/folded

shrink/shrunk hang/hanger soap

fade/faded hot water dry wet

tumble dry

detergent

PHRASE ON THE JOB May I help you? My suit is folded There is a surcharge for express service.

Can I have it pressed?

LISTEN TO THE GUEST Listen to the conversation between the guest and the attendant. Guest’s name? What does he want? When does he need it? When will it be picked up? Where will he leave the suit?

Fill in the following table.

What is his room number? TALKING TO THE GUEST 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 VOCABULARY Coat hanger cuff collar express seam surcharge laundry bag damage plastic bag colour run dye cotton laundry basket laundry list button hem pleats/pleated

PHASES ON THE JOB The laundry has not been returned. Which items did you have for laundry? Did you check your wardrobe? Sorry for bothering you. LISTEN TO THE GUEST Listen to the conversation between the guest and the attendant. Fill in the following table. Guest’s name? Room number? Which items? Where are they?

TALKING TO THE GUEST: Attendant Guest Attendant Guest Attendant Guest Attendant : : : : : : : Good evening. Laundry office. May I help you? Good evening. This is Ms. Taylor in room 548. Today I had my laundry done, but I think it has not been returned. That is strange, because we’ve already returned all the laundry. Whick items did you have as laundry? Well, in fact it was not laundry. I had two slacks and a jacket for dry cleaning. Aha. Did you check your wardrobe. Because normally we hang it back there. No. I did not. One moment, I’ll check it. They are back. Sorry for bothering you. No problem at all, Ms Taylor. Good night.

PAIR WORK Find a partner and play the role of the guest and the attendant. It is the first time you visit a hotel and you would like to have your laundry done. Let the attendant explain this to you. You also have a special request. PHRASES ON THE JOB I have a special request. Don’t use any detergent or soup. Do not tumble dry. My shirt is badly shrunk. Can you stretch them? Please complete the laundry list. USING WHAT YOU’VE LEARNED Listen very carefully and complete the sentences A : Good morning. Laundry office. May I help you? B : Yes. I have a special _________ I have a very expensive________ which I’d like to have cleaned.I wrote everything on the_________ , but I want to make sure that you treat it very carefully. A : Of course, Madam. You can tell me what you would like to use to clean your _________. B : I would like you to use __________and no _________or_________. And also do not __________it _________. It is no problem if it takes more than one day to clean and try it. A : OK, Madam. I wrote everything down. May I have your name and room number? B : My name is _________and my room number is _________ A : Thanks for calling, Ms________. I’ll take care of it. ***************************** A : Good afternoon. My name is ________.I have a _________and a _________which are badly________. Can you ________ them for me or isn’t that possible? B : Well, normally we can It only depends on the _________ it is made of. A : They are both made of _________. B : Then I think it won’t be a problem. A : Can I just put it in a __________and complete the laundry list? B : That is OK.I will take care of it personally. A : Oh, thank you very much. PHRASES ON THE JOB I’m missing a pair of socks. What colour are your socks? I’ll see if I can find them. I’ll send them to your room as soon as possible.

TALKING TO THE GUEST: Guest: Attendant: Guest: Attendant: Hello, Madam. They’ve just returned my laundry but I’m missing a pair of socks. Oh, I’m sorry. Can you tell me what colour your socks are? Then I’ll see if I can find them. My socks are blue with green 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. VOCABULARY Suit jacket trousers slacks dress shirt blouse tie pajamas shorts bath towel hand towel face towel bath mat pillow case panties brassieres (bra) stockings night gown under slip PHRASES ON THE JOB We are not able to remove the stain. We are afraid the colors will fade. Can you dye the blouse for me? There is a hole in your trousers. We can mend it for you. TALKING TO THE GUEST: Ms. Martin: Ms. Martin speaking. Attendant: Good morning, Ms. Martin. This is the laundry office. You asked us to try to remove the stain in your blouse. Ms. Martin: Yes, that is right. Did it work? Attendant: Well, we’ve tried but it is not so easy. So far it doesn’t work. We can try another time, but then the colors might fade. Ms. Martin: Oh no, I was afraid this might happen. Attendant: What shall we do, Ms. Martin? Ms. Martin: What if you remove the stain and the color fades? Can you dye the blouse for me? Attendant: No, I’m sorry. We can not. Ms. Martin: Well, what now? I think its best just to wash the blouse and leave the stain. Attendant: OK. We will. Then there is another thing. There is a hole in your trousers. Ms. Martin: O yes? Is there? I didn’t know. Attendant: Yes, but it isn’t bad. It’s a seam that got loose. We can mend it for you. Ms. Martin: O please. That would ba very nice. Attendant: All right. We will wash your blouse and mend your trousers. I wish you a nice day, Ms. Martin. Ms. Martin: Thank you very much and thanks for calling. UNIT 4 PUBNIC AREA sweater overcout bath rug bed sheet sports wear

VOCABULARY

Entrance exit wipe ashtray

window door empty fountain

glass

marble

floor

carpet

stairs

vacuum cleaner

PHRASES ON THE JOB Excuse me, madam. Can I help you? I’m looking for the Chinese restaurant. They are on your left/right. Where are the rest rooms? TALKING TO THE GUEST Attendant: Excuse me, Madam. Can I help you? Guest: Yes, I think you can. I’m looking for the Chinese restaurant. Attendant: Oh, the Chinese restaurant is on the second floor. You can take the stairs and then it is on your left. Guest: Thank you. And can you also tell me where the rest rooms are? Attendant: They are here in the corner of the lobby and upstairs next to the Chinese restaurant. Guest: Oh, then I’ll see them when I am upstairs Attendant: You’re welcome. USING WHAT YOU’VE LEARNED You are standing in the lobby. Answer the following question in full English sentences with courtesy. Where are the function rooms? Where can I find a house phone? I think the elevator is broken. Where is the exit? Where can I find the health club? VOCABULARY Brass polish room level1/2

elevator/lift house phone

mop sweep buff rest room toilet paper

buffing machine restaurant soap hand towel

function

USING WHAT YOU’VE LEARNED B R O O D V A C T O I L E T A H F T N I K P A N L A U N D R Y L U R G E N T P T S E S W B A T T H G L A S S E S S I I T B H K U O R P E R T S I A F P R A R O T P E E W S A P A L R R E S Y T P Slipper battery plug sweep

U L U I V E S S E R D M

U G X S T R E T C H T E

M E M T N Y K N I R H S vacuum door skirt flush urgent ice

glasses

elevator empty

shrink refrigerator

suit toilet

napkin stretch

exit

water

brass

soap

ashtray

laundry list

DRAW HEADS * My laundry has not been returned. * It is clean again. * I asked them several times. * Let me help you * They did press my trousers * They put a new button on my blouse * He wrote down the wrong number * There is a foul smell in the corridor. * House Keeping came to early. SELF TEST Where are the ________? Could you come back at ________ ? Sorry for the __________ May I come in for ________? Use the ________ for the marble . There is a ________ for express service. Please complete the ________. Did you check your ________? I have a ________ in my trousers. The colour of my shorts ________ My ________ is leaking. The ________ loose. Can you change the ________ of my remote control? ADDITIONAL VOCABULARY Lobby Lift Polish Business Centre Level 1/2 Function Rooms Ashtray Cushion Lamp Planter Picture Cleaning Cloth Sweep Glass

* * * * * * * * *

My air conditioner is fixed. They came right in time. My toiler does not flush My tap needs to be fixed. It’s too hot in my room. He did a proper job. Thanks for checking. My room is clean already. They never bother me.

Don’t use any ________. I’m ________ my tie. I have a special ________. May I clean the ________. They didn’t change the ________. The ________ is dirty. The ________ is dirty. You forgot to dust the ________. I had two ________ for ________ Please don’t ________ I have not enough ________ Can you ________ the blouse for me.

Sofa/Couch Chair Ballroom Office Soap

Stairs Restaurant Broom Brasso Marble

Wax Mop Mirror

Table Flower

Vacuum Window Toilets/W.C

Corridor Hand Towel End Table Plant Mantel Floor Ceiling Dust Ruffle

Carpet (throw) Pillow Lamp shade Toothpaste

Wallpaper

Fitness Centre

Club Chair Wall Unit Vase

Love Seat

Coffee Table Drape

Bookcase Fireplace

Book

(fireplace) Screen Ottoman Bed Rug

(picture) Frame

Side Table

Night Table/Nightstand

Headboard

Throw Pillow

Bedspread

Chest (of drawer) Drawer Handle/Pull (Fitted) Sheet Mattress Bath Towel Doorknob Toothbrush holder Shower Curtain Dustpan (dust) Mop Dryer (Flat) Sheet

Dresser

Pillowcase

Pillow (heat)Control Bathtub/Tub Towel Rack

Comforter/Quilt

Electric Blanket

Box Spring Guest Towel Bath Mat/Bath Rug Toilet Toilet Paper Soap Dish Washcloth

Soap Dispenser Tile Shelf Light Switch Cup Toothbrush

Medicine Cabinet Sink Iron

Hot Water Faucer Cold Water Faucet Ironing Board Scrub Brush (sponge) Mop Dust Cloth

Whisk Broom (wet) Mop Detergent

Carpet Sweeper Bucket/Pail Measuring Cup Sponge Laundry

Vacuum Cleaner

Washer/Washing Machine Hamper Hanger Laundry Bag Three-pronged plug

Laundry Basket (wall) Socket/Outler

Clothespin Bulb

Clothesline Extension Cord

FOOD & BEVERAGE Customer service is everybody’s business. Treat guests the way you would like to be treated Just use your good judgment and S.G.S.S TERRACE CAF? VOCABULARY A la carte mise en place buffet lighter behavior pepper mill reservation service station ice cubes to clear draught beer tooth pick straw table cloth to recommend napkin chafing dish dish(hot…,cold…) cigarette American breakfast(ABF) captains order clearing the table PHRASES ON THE JOB Welcome to the Terrece Café. A table for two? Do you prefer the smoking or non-smoking area? What would you like to drink? I can recommend our special of the month. Will this table be to your satisfaction? Would you like to to try our buffet, or do you prefer a la carte? LISTEN TO THE GUEST

Listen to the conversation between the guests and the waiters. Fill in the following table. Which area do the guests prefer? What would they like to drink? What does the waitress recommend? Will they try the buffet? TALKING TO THE GUEST: Hostess: Guest: Hostess: Guest: Hostess: Guest: Hostess: Good evening. Welcome to the Terrace Café. Good evening. Table for two? Yes,please. Do you prefer the smoking or non-smoking area? Non-smoking. Ok. This way please. Will this table be to your satisfaction? Yes. This table is all right. What would you like to drink? I’d like a Ginger Ale, please. A Ginger Ale. And for you, Sir? Well. I’d like a beer. What kind of beer, sir? A draught beer or a bottle? I can recommend our special of the month. (The waitress shows the guest the card.) Oh, Molson Ice beer sounds good. I’ll try that one. All right. One Ginger Ale and Molson ice beer. Here is our menu card, or would you like to try our buffet? No, we’ll take a la carte. Thank you. Ok. I hope you enjoy your dinner. Thank you very much.

Guest: Hostess: Guest: Hostess: Guest: Hostess:

Guest: Hostess: Guest: Hostess: Guest:

VOCABULARY Ashtray buffet cloth bill spoon knife/fork help yourself…. Steak knife coffee cups soft drinks fruit juice PHRASES ON THE JOB How are you today? Is this table OK? cork screw on the side aperitif dinner knife/fork plate to clean ice tongs fresh squeezed dessert cereal bowl wine basket

I’m fine, thank you.

Can I bring you a cappuccino? Our catch of the day is ……

Our soup of the day is …….

LISTEN TO THE GUEST Listen to the conversation between the guest and the hostess. What is the guest’s name? Is he on his own? Which area does he prefer? What does he order to drink?

Fill in the following table.

What is the soup of the day? What is the catch of the day? TALING TO THE GUEST Hostess : Hello, Mr. Adams. How are you today? Mr. Adams : I’m fine. Thank you. Hostess : Your wife is not coming today? Mr. Adams : Yes, She is. She will be here in a few minutes. Hostess : Ah, I see. You still prefer the smoking area? Mr. Adams : As always. Hostess : This table is OK? Mr. Adams : Yes, thanks Hostess : Can I bring you a cappuccino? Mr. Adams : Yes , Please. And for my wife a fresh squeezed orange jucie Hostess : OK. One cappuccino and one fresh squeezed orange jucie Mr. Adams : And today we would also like to have lunch. Hostess : Oh. Just a moment I will give you the menu or do you prefer the buffet? Mr. Adams : I’d like the menu, please. Hostess : Here you are, Mr. Adams Our soup of the day is cream of tomato and our catch of the day is salmon. Mr. Adams : Thank you very much. Hostess : Enjoy your lunch. Mr. Adams USING WHAT YOU’VE LEARNED Fill in the right words Can I have a ____________with my orange juice please? I don’t like ____________in my drink. May I ____________ the table? I’d like spaghetti, but a small ____________ . I’m sorry. Can you give me an ____________ for my cigarette? I can only eat some salad. I’m on a ____________ The food is ____________. Diet Plate Clean Ice Ashtray Excellent Help yourself Straw

PHRASES ON THE JOB Table for two, please I’d rather sit at the window What kind of flavours do you have?

Is this table all right? what may I bring you to drink?

LISTEN TO THE GUEST Listen to the conversation between the guest and the hostess. Fill in the following table. How many guests? Which area? Which table do they want? What do they order? TALKING TO THE GUEST Guest : Good evening. Table for two please. Hostess : Yes, Sir. This way please.

Smoking.

Guest : Hostess : Guest Hostess Guest Hostess Guest Hostess Guest Hostess Guest : : : : : : : : :

Is this table all right? Well, I’d rather sit at the window, if that is not problem. No, Sir. Not at all. What may I bring you to drink? I’d like an English tea, please. What kind of flavours do you have? We have Earl Gray, Orange Pekoe and Herbal Tea. Earl Gray for me, please And for you, Sir? I’d like an espresso, please All right,. One Earl Gray tea and one espresso. Thank you May I offer you our menu? Oh no, thank you. Maybe later.

PAIR WORK Find a partner and play the role of the guest and the hostess.. The hostess shows the guest to the table and takes beverage order. VOCABULARY Diet Bottle opener To dress the table Garbage bin To polish

Excellent room service

cigar

banquet

set menu ice bucket to clean

side board pizza oven to rebeat

crashed ice to retill to carry scoop

coffee heater set up tray

vegerarian

waffle iron

PHRASES ON THE JOB Can I sit outside? I’d like to sit in the shade. To prepare the pizza will take around 30 minutes You’d like everything on top?

LISTEN TO THE GUEST Listen to the conversation between the guest and the hostess. What is her name? Where does she want to sit? What would she like to drink? What would she like for lunch? Does she want everything on top?

Fill in the following table.

TALKING TO THE GUEST Hostess : Good afternoon, Ms.Field. How are you today? Ms. Field : Fine, thank. Can I sit outside? Hostess : Yes, of course. But I think it is too hot to sit outside. Ms. Field : Oh, I don’t mind. I’m going to sit in the shade. Hostess : What would you like to drink, Ms. Field?

Ms. Field Hostess Ms. Field Hostess Ms. Field Hostess Ms. Field Hostess Ms. Field

: : : : : : : : :

I’d like to have an ice tea, please. That is very nice with this kind of weather.. And what can I bring you for lunch? I’ve heard that the pizza is very good. So I’d like to try that one. To prepare the pizza will take around 30 minutes. That is not too long? No, that is not too long. I’ve got enough time. And would you like everything on top? As long as there are no olives on top, I’d like everything. OK. So one ice tea and one pizza without. Olives on top. Please.

VOCABULARY Bread plate Espresso cup Cognac sniffer Underliner

water jug

coffee pot

beer glass

egg bowl cocktail glass tea pot

wine glass salad bowl

champagne glass sugar bowl whisky tumble

milk jug Irish coffee glass

mao tai glass

PHRASES ON THE JOB Excuse me, Sir. May I take your order? With everything on top?

How would you like the burger done? Is there anything else I can do for you?

LISTEN TO THE GUEST Listen to the conversation between the guest and the waitress. What does the guest order? How to be done? What is on top? What doesn’t he like? What more does he order?

Fill in the following table.

TALKING TO THE GUEST Waitress : Excuse me, Sir. May I take order? Guest : Yes, please. I’d like the soup of the day and the Sheraton Burger. Waitress : How would you like your burger done? Guest : I’d like it well done, please Waitress : Do you like everything on top? Guest : I’m sorry. What do you mean with everything? Waitress : I mean normally the burger is served with bacon, egg, mushrooms and cheese. Maybe there one of there items you don’t like? Guest : Eh, without bacon, please Waitress : All right. Is there anything else I can do for you? Guest : No, thank you. Oh, yes there is. I’d also like an ice water, please Waitress : Right away, Sir. USING WHAT YOU’VE LEARNED Find the words F R I E D R I C E

V

P

T

I S H L J J A E I C

K E C I U J I B C A

L T M G R R L L E F Fork

A R S H S O E Y T W

R A F T B E E R O N

N C M E A T H D N E

O A T R N A A P G K

V L D S Q E K B S I

I A R A U H G R E H

K J U L E E G N O C

O R M S T R A W I F

S D E L I O B A M K Reheat Juice Grill A la carte Ice Tongs Straw Boiled

Meet

Bread Chicken

Lighter Fish

Draft Beer Congee

Fried Rice

UNIT 2 PAN SHAN GRIL VOCABULARY Coffee spoon ice ladle Desert spoon Cake tongs Sauce ladle

fish fork/knife Chop sticks egg spoon sugar tongs

fruit fork/knife Butter Knife tooth pick

salad clips Bread knife cake lifter pepper/salt shaker

Espresso spoon Cake fork soup ladle

bar spoon /fork

PHRASES ON THE JOB I’ll be at your service.

May I suggest to bring you a …….? May I repeat your order?

Have you made a choice for dinner yet?

While you are waiting for your main course, may I suggest a soup or an appetizer? Our …….is very good. LISTEN TO THE GUEST Listen to the conversation between the guest and the waitress. What is the guest’s name? What did they visit? Which wine did they order? What does Mister… order? Which special request does he have? What does Misses … order? Which soup does the waiter suggest?

Fill in the following table.

TALKING TO THE GUEST Waiter : Good evening, Mr. And Mrs. Douglas. How was your day? Ms. Douglas : Oh, very nice. First we visited the TV tower. The sky was so clear this morning. We could look very far. And this afternoon we went to the Ancient Culture Street.

Waiter Ms. Douglas Mr. Douglas Waiter Ms.Douglas Waiter Ms. Douglas Waiter Mr. Douglas Waiter Mr. Douglas Waiter Mr. Douglas Waiter Mrs. Douglas Waiter Mrs. Douglas Waiter Mrs. Douglas Mrs. Douglas Waiter Mr. Douglas Waiter

: : : : : : : : : : : : : : : : : : : : : : :

Mr. Douglas :

Really? Did you buy something? Yes. We did. We bought some of these day figures. They are very nice. And now we decided to end our day with a nice and quiet dinner. Ok, well, I will be at your service this evening. Thank you. Then, may I suggest starting with a nice glass of wine? We have a very nice Californian wine our specially of the month. That’s a good idea. Let’s have a nice bottle of wine with dinner. Do you prefer red or white wine. We both prefer red wine. All right, a bottle of red Californian Saint Pierre. And have you made a choice for the main course yet? Yes, we have. I’d like the sirloin steak served with roast potatoes, please. Which sauce do you prefer? Béarnaise, pepper, mushroom or red wine sauce? For me the pepper sauce, please And for you, Mrs. Douglas? I’d like the tenderloin, please, with mushroom sauce. How would you like you steak done? Well done, please And while you are waiting for your main course, may I suggest a soup or an appetizer? Our seafood showder is very good. Well, I’d like to try the soup. No, not for me. Thank you. Would you like to order dessert now or afterwards? No, we order that afterwards. Ok. May I repeat your order? A bottle of red Californian saint Pierre wine. Furthermore for Mr. Douglas, one seafood showder and the sirloin steak served with Roast potatoes and pepper sauce. For Mrs. Douglas the tenderloin steak with mushroom sauce. That is right. Thank you very much.

PAIR WORK Find a partner and play the role of the guest and the waitress. Take order of three course, an appetizer and wine. USING WHAT YOU’VE LEARNED Which word does not belong to the group? Corkscrew Matches Wine basket Juice glass Soft roll goose tea cup turkey fruit juice cigarette draught beer ashtray cheese bread plate squab butter knife salmon Mao tai glass soft drink ice bucket on the side rabbit milk jug

PHRASES ON THE JOB I’d like to make a reservation

How many persons will there be in your party?

For what time do you want me to make the reservation? I’ll write down six persons as provisional number LISTEN TO THE GUEST Listen to the conversation between the guest and the waitress. Reservation for when? How many people? For what time? Exact number by when?

Fill in the following table.

TALKING TO THE GUEST Waitress : Good evening. Pan Shan Grill. Kate speaking. May I help you? Mr. Pierce : Good evening. This is Mr. Pierce speaking. Waitress : Hello, Mr. Pierce. How can I help you? Mr. Pierce : I’l like to make a reservation for this Friday. Waitress : For this Friday. Let me check for you. For what time would you like me to make the reservation? Mr. Pierce : Let’s say 7:30, if that is no problem. Waitress : No, not at all. And how many persons will there be in your party? Mr. Pierce : As far as I know now there will be six people. But I’m not quite sure. There may be two . Is it all right if I let you know the exact number by Wednesday? Waitress : Yes, that would be nice. I’ll write down six persons a provisional number. Mr. Pierce : OK. Thank you very much. USING WHAT YOU’VE LEARNED Give the right questions. Yes, you may take order. There will be four people in my party For eight o’clock. I’d like my steak medium. A table fro four, please. I’d like to have a coke, please. No, thank you. Give me a regular orange juice. PHRASES ON THE JOB Can I bring you an appetizer first?

I care for a red Port. What is the steak coming with? May I repeat your order, sir?

Do you want to have another look at the menu? Would you like to order dessert after the main course?

LISTEN TO THE GUEST Listen to the conversation between the guest and the waitress.

Answer the question.

Write down everything the guest orders. TALKING TO THE GUEST Waitress : Good evening. Mr. And Ms. Stanton. How are you today? Ms. Stanton : Good evening. We’re find. Thank you. Waitress : Can I bring you an appetizer first? Mr. Stanton : That would be nice. I care for a red port. Mrs. Stanton : Yes, I’d like the same, please. Waitress : Two red port. Waitress : Are you ready to order? Or do you want to take another look at the menu? Mr. Stanton : No, we already know what we want. My wife wants to start with a carpachio, and for me the French onion soup, please. Waitress : One carpachio and one onion soup. Mr. Stanton : For main course we’ll have the Norwegian salmon, and for me the sirloin steak with béarnaise sauce. What is the steak coming with? Waitress : It is coming with baked potatoes, grean asparagus, and carrots. Is that OK? Or would you like to have something else? Mr. Stanton : No, this is ok. Waitress : would you like to order dessert after the main course? Mr. Stanton : No, we can do that now. Two portions of crepes suzette, please Waitress : Yes, Sir. may I repeat your order? One capriccio and one onion soup. For main course one Norwegian salmon and the sirloin with béarnaise sauce, and for dessert two portions of crepes Suzette. Mr. Stanton : Yes, that is right. Waitress : And what can I get you to drink? I suggest a nice glass of white wine for madam and red wine for Mister Stanton. Ms. Stanton : It’s not necessary for me to have white wine with my salmon. Mr. Stanton : Can I have a look at the wine list? Waitress : Of course. One moment. I’ll get it for youi. Mr. Stanton : Thank you. Ah, I see. Please give us a bottle of Fleurie Waitress : A nice wine. Fits both dishes Mr. Stanton : That’s right. Thank you very much. UNIT 3 SHI HU

VOCABULARY Abalone bean curd Sea cucumber Rabbit Squid garlic seasoned salt cashew nots

scallop conch scallion fungus

pomfret

bitter melon vinegar peanuts leek sesame

kiwi duck web mustard snow beans chest nuts

bamboo roots turtle fish maw

PHRASES ON THE JOB Can I get you some Chinese tea while you study the menu?

Are you ready to order sure? Would you care for soup?

Make it a medium plate

Do you like spicy food?

Is there something else I can bring you?

LISTEN TO THE GUEST Listen to the conversation between the guest and the waitress. Fill in the following table What do they drink? Which cold dishes do they order? Which special request do they have concerning the pork rolls? Why don’t they order sliced beef .”Si Chuan ” style? Where are the soups listed? How many dishes do they order? TALKING TO THE GUEST Waitress : Good evening. Can I get you some Chinese tea while you study the menu? Guest : Yes, Please Waitress : Would you like to drink something else beside the Chinese tea? Guest : I’d like a draught beer, please. Waitress : Is Tsjing Tao Draught OK? Guest : Well I prefer a San Migurel Waitress : And you , madam? Guest : No, thank you Waitress : All right, one San Miguel (The waitress comes back with the beer) Are you ready to order, Sir? Guest : Yes, I am. I’d like the crispy roast suckling pig. That is a cold dish, isn’t it? Waitress : Yes, it is. Guest : And I’d also like the fried pork rolls with tomato sauce. But make this one a medium plate. We like ti very much Waitress : Ok, a medium plate. Guest : We’d like a beef dish too. But…… What do you suggest? Waitress : Do you like spicy food? Because then I’ll suggest the boiled sliced beef, “Si Chuan ” style. Guest : Well, I do, but my wife doesn’t. So I think it is better to order something else. Waitress : Maybe stired fried garlic beef, it is the hotel’s specialty, and it is not spicy. Guest : Yes, Ok, we try that one> Waitress : Would you care for soup also? Guest : Where are the soups listed? Waitress : on the next page. Guest : Oh here, I see. Yes, we’ll take the bean curd soup with sea food. Waitress : Is there anything else I can bring you? Maybe some vegetables? Guest : Oh, yeah. Just bring me some seasonal vegetables. That should be nice. Waitress : And noodles? Guest : No. Steamed rice is OK. PAIR WORK Find a partner and play the role of guest and waitress It is very busy in the Shi Hu restaurant. A guest get angry. he wants a discount.

He thinks he has to wait too long for his food. Now

PHRASES ON THE JOB Most guests like the sweet and sour pork You might order two more dishes

Certainly Let me take another look at the menu.

LISTEN TO THE GUEST Listen to the conversation between the guest and the waitress. What do they want to drink? What dish did the guest have last time? Which pork dish does the waitress recommend? Which vegetables do the have? How does the guest order the chicken?

Fill in the following table.

TALING TO THE GUEST Waitress :Good evening, Sirs. Guest :Good evening. Waitress :Would you like to order now? Guest :First we would like to have five beers Waitress :Draught is OK. Guest :No Chinese tea? Waitress :No, thank you. We would like to have soup. I think the beef soup with egg white should be nice. Guest :OK, beef soup with egg white. What else would you like? Waitress :Last time I had, I don’t know exactly what it was, but it was lettuce filled with meat. Guest :Oh, I know what it was. It must have been minced pigeon. Can I order that again? Waitress :Sure. Guest :And we’d like a pork dish. What do you recommend? Waitress :Most guests like the sweet and sour pork. Guest :Hmmm……I know the sweet and sour pork. But I’d like to try something else. I think we talk the sautéed diced pork with cashew nuts and vegetables. Waitress :That is also a good choice. Guest :And maybe some vegetables. What kind of vegetables do you have? Waitress :We have snow beans,broccoli,carrots,mushrooms,asparagus…… Guest :Can you make a plate with these vegetables mixed? Waitress :Certainly. Guest :By the way, how much more should I order for 5 people? Waitress :I think you might want to order two more dishes. Maybe beef or seafood. Guest :Let me take another look at the menu. Yes,I know. We’ll have the beef tenderloin on hot plate and the sautéed chicken with wine sauce. Waitress :Whole or half? Guest :No, whole is fine. This must be enough for 5 persons. Waitress :Maybe you would like noodles too? Guest :Oh, yes. I forgot.Uhmm……just fried rice is OK. Waitress :OK, thank you very much. UNIT 4 ROOM SERVICE VOCABULARY Cucumber onions carrot broccoli beans egg plant lettuce asparagus pickles

peas tomato

corn artichoke mushroom cabbage green pepper

corn on the cob

celery

sauerkraut

cauliflower

PHRASES ON THE JOB What would you like to drink with dinner? When will it be returned? LISTEN TO THE GUEST Listen to the conversation between the guest and the waitress. Answer the following question. Write down the menu ordered by the guest. TALKING TO THE GUEST: Waiter :Room service. Peter speaking. May I help you? Guest :Yes. I want to order dinner for two. We will start with soup. What is the soup of the day? Waiter :The soup of the day is cream of corn. Guest :OK. Tow soup of the day. For main course we’d like one lasagna and one grilled baby chicken. Waiter :And for dessert? Guest :Two home made apple pies with ice cream. Waiter :What would you like to drink? Guest :A bottle of wine, please. Red wine. Waiter :Would you like French or American? Guest :No. The local Dynasty wine is fine. Waiter :All right, sir. May I have your room number? Guest :Yes, that is 607. When will it be served? Waiter :In about half an hour. Guest :Very good. Thank you. Waiter :Thank you for calling. PAIR WORK Find a partner and play the role of the guest and the room service attendant. Call room service and order lunch. LISTEN TO THE GUEST Listen to the conversation between the guest and the waitress. Fill in the following table. What does the guest order? What is her name and room number? How many pieces of cake does she order? TALKING TO THE GUEST: Waiter Guest Waiter :Good evening. Room service. Walter speaking. May I help you? :Can you bring me a pot of coffee and a pot of tea? :Yes, Madam. Would you like some cakes with your tea?

Guest Waiter Guest Waiter Guest Waiter Guest Waiter Guest Waiter Guest

:What kind of cakes do you have? :We have fruit cakes and chocolate cake. :Can you bring me a piece of both? :Certainly, Madam. :Is there anything else I can do for you? :No, this is it. :May I have your name and room number, Madam? :Mary French. I’m living in room 572. :I’ll send it up right away, Madam. :Thank you. :Thank you for calling.

UNIT 5 KITCHEN VOCABULARY Butchers terms: Bacon boiled beef brain Carpaccio cold cut cutlet escalope filet goulash ham kidneys lamb chops liver loin of pork medallion oxtail rib roast beef saddle salami sausage sirloin T-bone steak tongue PHRASES ON THE JOB What do you want me to put in your omelette? The waitress will take it to your table. Would you like to try this? Is this enough or would you like more? What kind of sauce is this? TALKING TO THE GUEST: Cook :Good morning, Sir. May I help you. Guest :Yes, please. I’d like a omelette for breakfast. Cook :What would you like me to put in your omelette? Guest :I like the mushrooms, the onions, the green peppers and the tomatoes. Cook :No shrimps or cheese? Guest :No,thank you. And I’d like it to be backed harder than normal. Cook :All right, Sir. the waitress will take it to your table Guest :Thank you. Cook Guest Cook Guest Cook Guest Guest Cook Guest Cook Guest :Good evening, Sir. :Good evening. What kind of meat do you have there? :This is beef, Sir. would you like to try this? Please (The cook cut two pieces) :Is this enough or would you like more? One more, please (The cook cuts another piece) :Thank you very much. :You’re welcome, Sir By the way, what kind of sauce is this? :This is pepper sauce, Sir. :Oh, OK. Thank you.

fricassee tournedos

PHRASES ON THE JOB What would you like, pizza or pasta? Did you bring the coin from your table?

What would you like on top? We will take it to your table, Madam.

LISTEN TO THE GUEST Listen to the conversation between the guest and the waitress. What is on the pizza? What is the pasta? What kind of pasta?

Fill in the following table.

TALKING TO THE GUEST Cook :Good evening, Madam. What would you like, pizza or pasta? Guest :Well, pizza for me and pasta for my husband. Cook :Pizza for you. What would you like on top? Guest :I’d like the salami, onions, peppers, tomato, pine apple, some herbs and a little garlic. Cook :All right. Did you bring the coin from your table? Guest :Yes, here it is. Cook :Very well. Number 15, we’ll bring the pizza to your table. Madam. Guest :Thank you. Cook :And your husband. What would you like in his pasta? Guest :He likes mushroom, pepper, tomato, ham, onions and some herbs too. Cook :And which pasta does he like? Guest :He likes every pasta. Give him the fettucini. Cook :What about the sauce? Meat sauce or ……? Guest :No, he asked me for the white sauce. Cook :The white sauce, Right. We will take this also to your table. Madam. Guest :Thanks a lot. TELEPHONE UNIT 1 INCOMING CALL VOCABULARY Put sb through switchboard Pick up the phone five digits

leave a message answer a call

no hurry contact call back right away

PHRASES ON THE JOB May I have the number, please? Please hold the line a moment. Would you like me to page him?

Just a moment / minute / second, please There is no answer.

LISTEN TO THE GUEST Listen to the conversation between a guest and the operator and then write “Yes” or “No” in the brackets. The number called is 1634 Nobody answered the call The guest wants to be called back.

TALKING TO THE GUEST Operator : Good morning, Sheraton Tianjin Hotel. Can I help you? Guest : Would you please connect me to Room 2305? Operator : Room 2305? Mr. Willson? Guest : Yes. Operator : Now I’m connecting you. (a moment later) I’m sorry. There is no answer. Would you like to leave a message or call back? Guest : I ’ll call back. Thank you. Operator : My pleasure PAIR WORK Find a partner and play the role of the guest and the operator. The guest asks the operator to page the Training Manager for him. PHRASES ON THE JOB The line is busy (engaged) May I know who is calling? Would you like to wait?

The line is free Just a second, please

I’ll connect you to his office Shall I ask him to return your call? Please go ahead, sir.

May I tell him who is calling?

LISTEN TO THE GUEST Listen to the conversation between or a guest and the operator and complete the following role Guest name Nationality Party called The line TALKING TO THE GUEST Operator : Good afternoon. May I help you? Guest : Good afternoon. I need to speak to the Sales Manager, please Operator : May I tell him who is calling? Guest : Yes. I’m Mr. Parkinson calling from Australia. Operator : Just a second, Mr. Parkinson. I’ll connect you to his office right away. Guest : Thanks Operator : Sorry. Mr. Parkinson. The sales manager’s line is busy, would you like to wait? Guest : OK (a moment later) Operator : Hello, Mr. Parkinson. Thank you for waiting. The line is free now. Please go ahead. PAIR WORK Find a partner and play the role of the operator and a guest. The guest wants to leave a message USE WHAT YOU HAVE LEARNED CHOOSE THE MISSING WORDS FROM THE BOX Hello, who’s that ? Just a , please.

I’ll if she’s here. I’ll get the information you want. . please He asked me to when I was in town again. Sorry, he’s not at the moment. You can him any evening six o’clock Well, I can ring later if it’s convenient. After back calling hold the line in moment reach ring up see

UNIT 2 INSIDECALL VOCABULARY Inside call wake-up call service outside call PHRASES ON THE JOB Please take your time.

long distance call hung up

Could you tell me the telephone number, please?

You’ve through, sir it’s good to be of service. LISTEN TO THE TALK Listen to the conversation between a guest and the operator, an then answer the following question. What does the guest need? What time does he need? What’s the name of the guest? What’s he going to do tomorrow? TALKING TO THE GUEST Operator : Operator, may I help you? Guest : Yes. Do you have wake-up service? Operator : Yes. A five-star hotel cannot be without it. Guest : That’s very good. I’m going to Beijing tomorrow. I’d like to be woken up early Operator : At what time, sir? Guest : 6:15 Operator : May I know your name and room number? Guest : Sure. My name is Colins. I live in room 503. Operator : OK, Mr. Colins. We’ll wake you up at 6:15 tomorrow morning. Have a good sleep and enjoy yourself in Beijing. Guest : Thank you. Operator : It’s good to be of service. PAIR WORK Find a partner and play the role of a guest and the operator The guest wants to call a friend of his in another hotel. TALK TO THE GUEST Operator : Operator, Stella speaking. Can I help you? Guest : Yes. This is Mrs. Lemand speaking. I’m new here. I’ don’t know the phone call system at the Hotel. What shall I do if I want to make an inside call? Operator : That’s easy. Just dial 1 first, then your friend’s room number. Guest : My friend lives in the apartment building Operator : In that case, you should dial 2 before the room number.

Guest Operator Guest Operator

: : : :

What, if I want to make an outside call? Dial 9 first, then the number. OK, I see. Thank you very much. You are most welcome.

USING WHAT YOU HAVE LEARNED SHORTEN THE FOLLOWING SENTENCES INTO NOTES Could you ask Ms. Hee about the invoice as soon as you can? The cost will be 15,000 including insurance and service charge There’ll be 23 people in the party arriving on 12th of July . I’d like to know the special night rate from Tianjin to London. It is very important that you observe the changed departure time. UNIT 3 OUTSIDE CALL VOCABULARY Area code person-to-person call a collect call a pay call Station-to-station call PHRASES O THE JOB I’ll transfer your call extention a handling fee

a toll call

How would you like to make the call?

Would you like to pay for the call or make a collect call? Would you like me to place the call for you? I don’t want the call put on my bill. I’m afraid a credit card can not be used. LISTEN TO THE TALK Listen to the conversation between the guest and the operator and fill in the blanks The guest wants to call to . will make the call for him. The guest’s name is He lives in Room The party’s name is His phone number is TALKING TO THE GUEST Operator : Operator, may I help you? Guest : Yes. I want to make a long distance call to Beijing. But I don’t know the area code of the city. Operator : The area code of Beijing is 010. but I’m afraid you can’t make a long distance call with you phone. It’s only an extention. Guest : What shall I do then? Operator : Don’t worry, would you like me to place the call for you? Guest : That’ll be very nice. Operator : May I know your name and room number? Guest : Sure. My name is Mrs. Stevenson. My room number is 2809.

Operator : Could you please tell me the party’s full name and the telephone number? Guest : The name is Linda Park. The number is 8427365 Operator : Could you please repeat? Guest : Yes, Mrs. Linda Park. 8427365 Operator : All right. I’ll call you back when you’re through. Guest : Ok. Thank you. Operator : My Pleasure. PAIR WORK Find a partner and play the role of a guest and the operator Making a call to Shanghai/Xian VOCABULARY International operator a time difference of 13 hours

Does this room also Please, fill in the May I see your , please I prefer a room. Can you book the amount on my ? The is opened till 9:30 pm. I have two and a hand bag. Can I make a of your credit card You don’t have to make a for the fitness center? What is the ? Is it breakfast? Do you mind ? I’m sorry, I a suite Can I make a ? Is it possible to my stay? I’d like a for the night You needn’t bring your own Real Lift at Sheraton Asked 5 department heads what they think is the most important quality of a good staff member. and see how you match?

At the responses

Mr. Joseph Mak. Director of Rooms: “A good staff member should always radiate friendliness towards the guest. His/her English standard should be good. A good staff member must be willing to learn and show his/her own initiative” Mr. Paul Van’t Hof, Director of F & B “A good staff member must have a good attitude, and always smile. and the service are good, the guest won’t complain”

If a staff member does not smile but the food

Ms. Jaqueline Wilson, Executive Housekeeping: “A good staff member must have a proactive attitude and outgoing personality, we are in the “People Business” and the success of our hotel depends on people, we need to be willing to serve the guest, no matter what” Mr. Benedict Chow, General Manager “A good staff member must have a good initiative and must be willing to help every department. They should practice SGSS and be responsible for the job they are doing. Last but not least, they should treat the hotel as they treat their home”


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