资源简介

(共36张PPT)
CONTENTS
Unit 6
Hotel Services (II)
AIMS
Content to learn： Services offered in a hotel
Check-out of a hotel
Language skills to learn： How to ask for hotel services
How to answer requests on services
How to deal with check-out bills
Important Words & Expressions
1. check-out n.退房
2. spa n.水疗3. laundry n.洗衣房；要洗的衣服
do the laundry 洗衣 laundry bag 洗衣袋
4. facility n.设施
5. fitness center 健身房
6. swimming pool 游泳池
7. WiFi n.无线网络
8. massage n./vt.按摩
massage room 按摩室
9.hair salon 理发店
10. sauna n.桑拿浴
11. room service 客房服务
12. currency exchange 货币兑换；货币兑换处
13. exchange vt.交换；兑换
exchange rate 兑换率
14. cash vt./n.兑换……成现金；现金
15. safe n.保险柜
16. valuables n.贵重物品
17. deliver vt.递送
delivery n.递送
mail delivery 邮递
Look at the pictures and complete the answers.
WARM-UP
1. What is this place called
It is a______________.
1
spa
2. What service do many hotels also offer to their guests？
The service is______________.
2
mail delivery
3. Where are these people
They are at the______________.
3
fitness center
4. What is the woman doing
She is doing her____________.
4
laundry
5. What is the lady given
She is given a______________.
5
massage
6. What is this facility
It is a_________________.
6
swimming pool
7. Where can you change your money in a hotel
At the_____________________.
7
currency exchanges
8. What is this box
It is a______________.
8
safe
9. What service is it that makes people get very hot in order to relax and clean their skin
It is______________.
9
sauna
10. Where is the place where hotel guests can enjoy the service as in the picture
It is a______________.
10
hair salon
Conversation 1
(An American couple, the Smiths are traveling in China. After they check in at a hotel, Mr.Smith is now asking for more information about hotel services.)
R: Receptionist at the Front Desk S: Mr.Smith
SPEAKING
R: Your room is 208, on the second floor. Here is your key.
S: Thank you. By the way, do you have a swimming pool here
R: Yes, we do. It is available for our registered guests.
S: What are other services included with the room
R: Quite a few services like WiFi, fitness center, currency exchanges, and bellhop service. They are all free of charge.
S: I see. And I believe you offer room service , too.
R: Exactly. Besides, we provide such facilities as laundry, spa area, hair salon, etc. The service guide list in your room shows detailed information.
registered adj.已登记的
quite a few 相当多
free of charge 免费
S: That's very nice. What are the swimming pool hours
R: The swimming pool hours are from 7:00 a.m. to 12:00 p.m. every day.
S: Great. Is there also a safe for valuables
R: Yes. There is one in your room.
S: Thank you very much.
R: Sure.
Conversation 2
(After three days, the Smiths are checking out of the hotel.)
R: Good morning. May I help you
S: Good morning. We’d like to check out today. Here is our key.
R: Just a second, please.
(After checking the information at the computer, the receptionist continues to talk to the Smiths.)
R: Mr. and Mrs.Smiths, you checked in on 15 , three days since then. Is that correct
S: Correct.
R: Receptionist at the Front Desk S: Mr.Smith
check out 核实；检查
th
R: Here is your bill, 3,246 yuan in total. 560 yuan per day for the room. That’s 1,680 yuan altogether. The rest is your service fee. Please check it out.
S: All right. International call, 180 yuan, 170 yuan for the room service, 1,156 yuan for the meals and drinks. But what is this charge on Item Six for
R: This is the charge for your laundry.
S: Oh, I see. Thank you.
R: How would you like your payment
S: Do you accept traveler’s checks
R: Yes, we do. Please sign your name here on the checks.
S: Sure.
R: Here is your bill and receipt. Thank you for choosing our hotel. Good-bye.
S: Bye.
a spa area → A: Do you have a spa area in your hotel
B: Yes, we do.
I. Suppose you are a tour guide and you need to find out the information for your tour group about the facilities and services in a plete the following short conversations with the receptionist. The words and sentence patterns given in the box are for your reference(参考).
Is there ... Do you ... Does your hotel ... Can ...
offer have provide find available
Example
1. a hair salon A:_____________________________________________________________
B: Yes, there is one.2. currency exchanges
A:_____________________________________________________________________________
B: Yes, we do offer money exchange service.3. fitness center
A:_____________________________________________________________
B: Sorry, our hotel doesn't provide one.4. service guide list
A:_____________________________________________________________
B: You can find one in one drawer (抽屉) in your room.5. a safe
A: Excuse me. Does your hotel have a safe available
B: Yes.__________________________________________________________. (use “available”)
Is there a hair salon in your hotel
Do you offer money exchange service / Do you have money exchange service
Does your hotel provide a fitness center
Can I have a service guide list / Do you have a service guide list
There is one available in your room.
II. Read Conversation 2 with your partner and act out a conversation with him/her with the information given in Chinese in the box. You and your partner can play the roles of a receptionist (R) and the guest Billy Johnson (B).
Billy Johnson先生于7月20日下榻日升宾馆至7月24日离开,每天房费为606元(人民币)，4天房费共计2,424元。另外,他在宾馆餐厅用餐花了730元,洗衣服务花了60元。账单总开支为3,214元。
You can start your conversation this way.R: Hello, may I help you sir B: _________________________________________________
R: _________________________________________________ ...
Useful Expressions on Hotel Services
●I'd like to settle my bill now./I'd like to pay my bill now.(我现在要结账。)
●Would you please close my account /Could you close my account, please (请您帮我结账,好吗？)
●May I have my bill, please (我可以结账了吗？)
●Can I pay by credit card？(我能用信用卡支付吗？)
●Can I pay by traveler's checks (我能用旅行支票支付吗？)
●What is the check-out time (退房时间最迟几点钟？)
●The check-out time is 1:00 p.m.(最迟的退房时间是下午一点钟。)
●This is your bill. Please check it out.(这是您的账单。请过目。)
●Check out your hotel bill, please.(请过目一下您的宾馆账单。)
●Please sign your name here./Your signature here, please.(请在这里签名。)
Useful Expressions on Hotel Services
●The total amount is 935 yuan.(总计935元。)
●You stayed here for three days. That's a total of 1,500 yuan.(您在这里住了3天。一共是1500元。)
●We'll give you a bill printout right away.(我们马上把您的账单打印出来。)
●What is the charge on a laundry (洗一次衣服要多少钱？)
●What's the charge on Item 3 (for) (第三项是什么费用？)
1. What is the guest's request □Room number
□Cleaning service
□Drinking water
2. How long will the guest have to wait for the service □Immediately
□A little while
□When the service fee is paid
LISTENING
Listen to the recording and check ( √ ) the right answers in the second column.
3. What is true about Miss Jane Lu □She is the speaker.
□She works in the hotel.
□She has left the hotel.
4. What is the cost for the services □$76
□$46
□$346
5. What is Mr.White going to do next □He is going to ask someone to pick up his laundry.
□He is going to do his laundry.
□He is going to fill in a laundry form.
6. What is the man's request □The signature of the woman
□The woman's ID card
□The payment of 150
7. What does the first speaker need □To change RMB yuan into U.S. dollars
□To change U.S. dollars to RMB yuan
□Just to ask for the foreign exchange rate
8. What is true according to the conversation □Guests can have their valuables safely kept at
the front desk.
□Guests can feel safe in their rooms.
□Guests can use the hotel's safe for free.
9. When can the hotel send the postcards for the guest □Today
□Monday
□Not any time
10. Where can the hotel guests use the free Internet □In their rooms
□In the lobby
□Anywhere in the hotel
READING & WRITING
Read the following passage and do the exercises.
The hotel provides rooms and facilities to the people looking for a place to stay. However, what services should be offered and how many people should be hired depend on the size of the hotel as well as its status. Usually, the basic hotel services include guest receiving, room service, food service, plus restaurants, swimming pool and security.
status n.等级
plus prep.加上
bonus n.额外服务
conference n.会议
separately adv.分别地
look into 调查；研究
actively adv.积极地
thus adv.如此；这样
Other services offered to guests of the hotel can be considered as bonuses. These are the laundry service, massage room, spa, conference room, fitness center and other things. These services can be included in the price of the room or paid separately. Many hotels in China nowadays look actively into plenty of requirements of their guests and provide free WiFi, safe for valuables, currency exchanges, mail delivery, etc. Thus, they create a more enjoyable stay for their guests.
1. Every hotel should have the same basic services as others for its guests. 2. The hotel services offered vary from hotel to hotel. 3. Services that are considered bonuses in a hotel are offered free. 4. Hotel guests can ask the hotel to send mails for them. 5. The size of a hotel is one of the main factors for the number of its workers.
I. Decide whether the following statements are true or false according to the above passage. Mark T for true and F for false in each box.
F
T
F
T
T
II. FAQ (Frequently Asked Questions) can be a very important part in a hotel's website. If your job in a hotel is answering customers' questions, the following examples may help you. Read and try to translate them into Chinese.
arrival n.到达
standard adj.通常的；标准的valid adj.有效的
military ID 军人身份证associated adj.相关的
occupancy n.占用surcharge n.附加费
cancellation n.取消预订
guarantee vt.保证
charge vt.对……索价
English 1. Q: Is room service available and what time
A: Room service is available 24 hours a day and offers a full menu. You can also enjoy our
local foods.
Chinese 问：（你们)有没有送餐/ 客房服务？ 送餐/ 客房服务是在什么时候？
答：（我们）每天24小时提供送餐/ 客房服务，并提供全部菜单。您也可以品尝当地小吃。
English 2. Q: What time is hotel check-in/check-out May I check in early
A: You may check in at any time after 4:00 p.m. every day. You are welcome to check in
upon arrival8 if your booked rooms are available. Standard check?out time is 1:00 p.m.
Chinese 问：入住登记和退房时间是什么时候？我可以提前办理入住登记吗？
答：每天下午四点钟以后都可以办理入住登记。不过如果已经预约的话，欢迎您随到随办。通常，最晚退房时间在下午一点。
English 3. Q: What forms of ID are accepted to check in to your hotel
A: (We accept) A valid ID, military ID and passport.
Chinese 问：入住登记要用什么身份证件？
答：（我们接受）任何有效证件，军人证件和护照。
English 4. Q: Are there any additional fees associated with my room reservation
A: All guest rooms are subject to local and state per-day occupancy fees and phone
surcharges.
Chinese 问：房间预约有无额外收费？
答：所有的客房都要求征收地方和各州每天客房的占用费，并需缴交电话附加费。
English 5. Q: How late can my reservation be held What is the cancellation policy
A: Reservations are guaranteed until 10:00 p.m. on your arrival date. Cancellation policy is 48 hours before arrival. Non-cancelled reservations will be charged one full night room
and tax.
Chinese 问：我的预约可以保留多久？取消预约有什么规定？
答：预约可保留到您到达宾馆的当天早上十点钟。取消预约需在到达前48小时之内。未取消预约得缴纳一个晚上的房价和税收。
I. Do the exercise according to the example given.
EXERCISES
Word Word in Chinese 词性 English Word Required Chinese Word Required Fill in a right word in each blank.
enjoy 喜欢 adj. enjoyable 愉快的 We really enjoyed our stay in your hotel.We will never forget
our enjoyable stay here.
arrive 到达 n. arrival 到达 When you arrive, give me a call.Tell us your date of arrival.
pay 支付 n. payment 支付 When are you going to pay your bill When are you going to
make your payment
sign 签名 n. signature 签名 Your signature is needed on the check.Please sign your name
on the check.
require 要求 n. requirement 要求 A reservation is required. We’ll do everything to meet our
guests’ requirements.
II. In the recording, you will hear the summary of a hotel bill of a foreign couple. Listen to the recording and fill in the missing information in the table.
Key:Room No.: 1315Check-in date: July 20Check-out date: July 22Night(s): 3Room rate: ￥598Telephone: ￥280Room service: ￥320
III. Match the questions to the responses.
1. What is this charge for
2. How may I help you
3. How about the room rate
4. How would you like to pay your bill
A. We'd like to order room service.
B.It is 85 dollars a night, plus service charge.
C. Do you accept cash
D. It's your telephone fee.
1.________ 2.________ 3.________ 4.________
D A B C
Example
How was your stay in the hotel → It was enjoyable.
1. make2. settle3. meet4. enjoy5. deliver6. exchange7. park8. accept9. cancel10. do
IV. match the verbs to the nouns.
v.
A. laundryB. mailC. billD. cashE. reservationF. U.S. dollarsG. requirementH. room serviceI. carJ. payment
n.
1.________ 2.________
3.________ 4.________
5.________ 6.________
7.________ 8.________
9.________ 10.________
J C
G H
B F
I D
E A
V. The followings are some common questions asked by hotel plete the answers with the help of the words given.
1. Q: What are the hours of lunch A: The hours of lunch________________________________________________.
(午餐时间为上午11：30~下午2：30。)
2. Q： What forms of payment are accepted in your hotel A： We____________________________________________________________.(我们可以接受维萨信用卡、万事达信用卡、美国运通卡或现金。)
are from 11:30 a.m. to 2:30 p.m.
accept Visa, Master Card, American Express, or cash.
3. Q： Do you have a pool
A： Our swimming pools ____________________________________________.
(我们的登记来宾可以使用我们的游泳池。)(用“available”回答)
4. Q： Do you offer exercise facilities A： We have_______________________________________________________.
（我们有一个健身房,每天从早上6：30到晚上10：30开放。)(用“available”回答)
5. Q: Is there a charge for additional bed in our registered rooms A: Yes, we________________________________________________________.
(每晚每人收200元的房费。)
are available for our registered guests.
a fitness center, available from 6:30 a.m. to 10:30 p.m. every day.
charge 200 yuan per person per night.
Thank you

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