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1、PARTITHEFRONTOFFICEINTRODUCTIONThemanagersRemarksTheaimofahotelistocreateahomeawayfromhomeforallthetravellingguestswhoneedrest,foodanddrink.Tliefrontofficeofahotelisnotonlyits“shopwindowbutalsoits“nervecenterThefrontofficestaffsefficiencyandpersonalityareofgreatmiportancetoguestsvacationorbusiness,a
2、ndmdeed.diehotefsoperationitselfaremadeorruined.Tliefrontofficestaffseemto“doitall”-receivereservations,registerguests,assignrooms,distributebaggage,storeguestsvaluables,provideinformation,delivermailsandmessages,exchangeforeigncurrencies,checkroomoccupancies,checkguestsoutandsoon.Inordertofulfilthe
3、setasks,thestaffmusthaveaneatandsmartappearance,goodmanners,adaptability,knowledgeoflanguagesandaheadforfigures.Themostimportantofallthequalitiesisareallikingforpeopleandawarmdesiretohelpthem.Besides,frontdeskstaffshouldencourageandsettletheguestsplamts.Thatwillsootheanunhappyguestandrevealthehotels
4、problemssothattheoperationcanbebettered.Inshort,allstaffoughttorememberthatthehotelwillenjoygreaterfinancialsuccessonlywiththegreatersatisfactiontheguestsrecen-efromdiehomeawayfromhome：WordListRemarkn.陈述、言语efficiencyn,效率Nerven,神经personality!.个性Rcalizationn ,实现 Operationn ,经营 Rmnu.崩溃、毁火 Reservation!.
5、预订 Registenx登记、注册 Assign。.分配、指定 Baggagen.行李 Distribute。.分发 Deliverv.投递、递交 Occupancyn.居住、占用Currencyn,货币smarter活泼的、精明的appearancen .外表good manners彬彬有礼adaptability!,适应性figuren ,数字settle。.解决、安定plaintn.投诉、抱怨sootheu.安无revealu.显示financiala.财政的、财经的satisfaction!1,满意Useful ExpressionsNot only . but also .不仅而且t
6、o seen to似乎，好像a liking for 对喜爱So that以便To check SB. Out结某人的帐（以使之可离开旅馆）inorderto为了oughtto应当inshort简言之，总而言之UNIT1RoomReservations1-1AlongDistancecallResenatlonScene:Henr)Bellow(B)andMargaretBellow(M),anAmericancouple,aregoingtospendtheirHolidaysinChina.NowMr.BellowismakingareseirationatHaitianHotelinSh
7、anghaithroughalongdistancecall.Reservations(R):ShanghaiHaitianHotel.ReservationDesk.CanIhelpyou?B:ImcallingfromNewYork.Idliketobookaroommyourhotel.R:Whatkindofroomwouldyoulike,sir?Wehavesinglerooms,doublerooms,suitesandDeluxesuitesinJapanese,British.Roman.Frenchandpresidentialstyles.B:ABritishsuite,
8、please.R:Wouldyoulikebreakfast?B:No,thanks.R:Canyougivemeyournameplease,sir?B:Bellow.B-E-L-L-O-W.R:Thankyou.Mr.Bellow.Andyourarrivalanddeparturedates?B:FromMay26lhtoMay29lh.R:Verywell,Mr.Bellow.BritishsuitewithoutbreakfastfromMay26lhtoMay29由.AmICorrect,Mr.Bellow?B:Yes,thankyou.R:Whattimewillyoubearr
9、iving,Mr.Bellow?B:Around5:00p.m.R:Allright.Youllbeexpectedtobeherethen.1 / 70B: Thatsfine.Tliaiikyou.madam.Good-bye.R:Good-bye.1-2AGroupReservationScene:Thetelephonerings.TheReservations(R)answersthephone.R:Reservations.MayIhelpyou?Client(C):Yes.TheAmericanPeople-to-pcopleEducationDelegationwillbevi
10、sitingShanghaiAttheendofthismonth.Idliketobook10doubleroomswitlitwinbedsforfivedays.R:Forwhichdates?C: ForMay23叫24叫.and271b.R:Onemomentplease,sir.(Thereservationscheckthelist.)Yes,wecanconfirm10roomsforfivedays.C:Thankyou.Isthereaspecialrateforagroupreservation?R:Yes,thereisa10percentdiscount.C:That
11、sfine.R:Bytheway,howwilltheybegettingtoShanghai?Willtheybeingbyair?C:Yes.R:Couldyougivemethefliglitnumber,please,incasetheplaneslate?C:Oh.sorry.Idontknowtheflightnumber,butIllletyouknowbyphonetomorrow.R:Thankyou,sir.C:Oh,yes.Accordingtotheprogram,theyllhaveameetingonthe25中.Haveyougotabig?Conferenceh
12、all?R:Yes,sir,wehaveaveryniceniulti-fiuictionhalLbutyoullhavetospeaktodiemanagerAboutthat.PleaseholdonamomentandIllseeifIcanputyoutlirough.4/70# / 701-3ALocalCallReservationScene:77/eReservations(R)answersthephoneassoonasitrings.R:Reception.CanIhelpyou?Client(C):IdliketobookasingleroomwithshowerforM
13、r.GeorgeSimtli.HeplanstoarriveOnthe20thofthismonth.R:Howlongwillhebestaying?C:Idontknow,butitcouldbeanytliingfromseventotend.R:Thenwecanonlyconfirmaroomfromthe20lhtothe27lh.FmafraidwewontbeabletoGuaranteehimaroomafterthe27dl.Weusuallyhavehighoccupanciesinthepeakseasons.C:Whatifthereisntanyroomtlien?
14、R:Dontworry、sir.WecaneitherputhimonawaitmglistorfindhimaroominanearbyHotel.C:Fine.Howmuchdoyouchargeforasingleroomwithbreakfast?R:Foronenight,thehotelcostwouldbe200yuan.Howwillhebepaying,sir?C:Hispanywillcoveralltheexpenses.Wellsendyouacheckrightaway.R:Thankyou,sir.C:Thankyou.Good-bye.WordListReserv
15、ationn.保留、预定Suite n.套房Roman a.罗马的chargeu.收费resenrationistn.预订处值班员deluxen.豪华Presidential a.总统的Client n.顾客Confinn u.进一步确定、证实Discount n.折扣Program n.议程、节目Reception n.接待，欢迎Expensed花费、经费、费用to make a resen ationto check in 登记by the wayin caseaccordingeither. or.或者或者right awayUNIT 2list n.表、目录、 rate n.价格等级 flight n.飞行、航班 conference n.会议 guarantee d.保证 check n.支票Expressions预订顺便以防（万一），假使根据、按照马上、随即At the reception DeskUseful2-1AttheEntranceScene：/!carpullsupinfrontofHuatianHotelandadoonnan(Dm)goe
