第1页共71页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第1页共71页PARTⅠTHEFRONTOFFICEINTRODUCTIONThemanager’sRemarksTheaimofahotelistocreateahomeawayfromhomeforallthetravellingguestswhoneedrest,foodanddrink.Thefrontofficeofahotelisnotonlyits“shopwindow”butalsoits“nervecenter”.Thefrontofficestaff’sefficiencyandpersonalityareofgreatimportancetoguest’svacationorbusiness,andindeed,thehotel’soperationitselfaremadeorruined.Thefrontofficestaffseemto“doitall”-receivereservations,registerguests,assignrooms,distributebaggage,storeguests’valuables,provideinformation,delivermailsandmessages,exchangeforeigncurrencies,checkroomoccupancies,checkguestsoutandsoon.Inordertofulfilthesetasks,thestaffmusthaveaneatandsmartappearance,goodmanners,adaptability,knowledgeoflanguagesandaheadforfigures.Themostimportantofallthequalitiesisareallikingforpeopleandawarmdesiretohelpthem.Besides,frontdeskstaffshouldencourageandsettletheguests’complaints.Thatwillsootheanunhappyguestandrevealthehotel’sproblemssothattheoperationcanbebettered.Inshort,allstaffoughttorememberthatthehotelwillenjoygreaterfinancialsuccessonlywiththegreatersatisfactiontheguestsreceivefromthe“homeawayfromhome”.WordListRemarkn.陈述、言语efficiencyn.效率第2页共71页第1页共71页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第2页共71页Nerven.神经Realizationn.实现Operationn.经营Ruinυ.崩溃、毁灭Reservationn.预订Registerυ.登记、注册Assignυ.分配、指定Baggagen.行李Distributeυ.分发Deliverυ.投递、递交Occupancyn.居住、占用Currencyn.货币personalityn.个性smartα.活泼的、精明的appearancen.外表goodmanners彬彬有礼adaptabilityn.适应性figuren.数字settleυ.解决、安定complaintn.投诉、抱怨sootheυ.安抚revealυ.显示financialα.财政的、财经的satisfactionn.满意UsefulExpressionsNotonly…butalso…不仅…而且…toseento似乎，好像……alikingfor对……喜爱Sothat…以便TocheckSB.Out结某人的帐（以使之可离开旅馆）inorderto为了……oughtto应当……inshort简言之，总而言之第3页共71页第2页共71页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第3页共71页UNIT1RoomReservations1-1AlongDistancecallReservationScene:HenryBellow(B)andMargaretBellow(M),anAmericancouple,aregoingtospendtheirHolidaysinChina.NowMr.BellowismakingareservationatHaitianHotelinShanghaithroughalongdistancecall.Reservations(R):ShanghaiHaitianHotel.ReservationDesk.CanIhelpyou?B:I’mcallingfromNewYork.I’dliketobookaroominyourhotel.R:Whatkindofroomwouldyoulike,sir?Wehavesinglerooms,doublerooms,suitesandDeluxesuitesinJapanese,British,Roman,Frenchandpresidentialstyles.B:ABritishsuite,please.R:Wouldyoulikebreakfast?B:No,thanks.R:Canyougivemeyournameplease,sir?B:Bellow.B-E-L-L-O-W.R:Thankyou,Mr.Bellow.Andyourarrivalanddeparturedates?B:FromMay26thtoMay29th.R:Verywell,Mr.Bellow.BritishsuitewithoutbreakfastfromMay26thtoMay29th.AmICorrect,Mr.Bellow?B:Yes,thankyou.R:Whattimewillyoubearriving,Mr.Bellow?B:Around5:00p.m.R:Allright.You’llbeexpectedtobeherethen.第4页共71页第3页共71页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第4页共71页B:That’sfine.Thankyou,madam.Good-bye.R:Good-bye.1-2AGroupReservationScene:Thetelephonerings.TheReservations(R)answersthephone.R:Reservations.MayIhelpyou?Client(C):Yes.TheAmericanPeople-to-peopleEducationDelegationwillbevisitingShanghaiAttheendofthismonth.I’dliketobook10doubleroomswithtwinbedsforfivedays.R:Forwhichda...
