chapter four english at the hotel

Chapter Four

English at the Hotel大连理工大学电子音像出版社

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Contents

Check-in and Checkout

Housekeeping Service

Food and Beverage

Exchange of Foreign Currency

Convention and Exhibition Service

Section 1

Section 2

Section 3

Section 4

Section 5

Section 1

学会用英语与客人有效沟通，证实客人身份及询问有关旅途事宜熟练掌握与本话题相关的专业英语词汇及常用句型表达练习用英语迎接客人学会英文欢迎词的规范写作学会英语众欢迎客人的礼仪

Study Objectives

Section 1

• Part Two Situational Dialogue

• Part Three Writing-skill

• Part Four Exercises

• Part Five Social Etiquette

• Part One Background Material

Part One Background Material

Question: How to help the tourists with check-in and check-out formalities?

Tips for reference If you are a tour guide who is helping your tourists to pass through checking-in or checking out formalities at hotel, here are the guidelines for you:

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1. Help the tourists check in and introduce them to the locations of the main facilities of the hotel 2. Help the tour leader put the room numbers on the luggage and have the luggage sent to the rooms as soon as possible.3. If the tourists have some problems, inform the floor attendant immediately and actively assist him in solving the problem.


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SEC 1 4. Te1l the chef or the waiters of the restaurant how many people are in the group, who will be having the meal and any special requirements.5. Make the tourists aware of the need to settle their bills. 6. Remind the tourists to have their passports, plane (or train) tickets and customs declaration forms put in their carry-on luggage and have a check. 7. Tell the tourists when and where to collect the luggage, and check the number of pieces of luggage.

Part Two Situational Dialogue

A: a receptionist B: a tour guide C: a tourist D: a tour leader A: Good afternoon! Welcome to our hotel.B: Good afternoon! I’d like to have two suites and ten single rooms1, please.A: Have you made a reservation?B: Yes. We have booked them for our tour group from the United States. I' m Wang Hai. I' m from China International Travel Service.A: Oh, I, m sorry. There is no reservation from your service.B: I' m sure we have made a reservation. Could you check again a reservation for Friday for the tour group from the United States?A: All right. Let me check again. Ah, yes, two suites and ten single rooms from China International Travel Service.

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SEC 1 Dialogue One


C: Is there a bath in the rooms? I feel like taking a bath right now.A: Yes, every room is equipped with2 a bath, a telephone and an air- conditioner.C: That's good!A: Can I see your passports, please?D: Yes, these are our passports.A: Thank you. Here are your passports. Please fill in3 these registration forms.D: The registration forms are finished. Shall we have our keys to the rooms?A: Of course. Here are the keys to your rooms. Your rooms are on the third floor. The bellboy wil1 take you to your rooms.D: Thanks!

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SEC 1B: I guess you must be tired after a long trip. If there's nothing else you want, I will be leaving. I will meet you at the lobby on the ground floor at seven o'clock tomorrow morning for your breakfast. You can take a good rest tonight.D: I don’t think there is anything else.4 You have been very considerate. Thank you very much.B: You are welcome. Enjoy your stay. See you tomorrow.D: See you tomorrow.

Part Two situational Dialogue

Vocabulary

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reservation [ ,rezə'veiʃən ] n. ( 旅馆房间、剧院座位等的 ) 预定receptionist [ ri’sepʃənist] n.. 接待员suite [swi:t ] n. ( 房间、器具等的 ) 一套 , 一付 , 一组passport [‘pɑ:spɔ:t ] n. 护照 ; 通行证 ; 执照bellboy [‘belbɔi ] n. （旅馆、俱乐部等的）行李服务员；侍者registration [,redʒis‘treiʃən ] n. 登记 ; 登记证 ; 登记人员的数目 ; 注册lobby [‘lɔbi ] n. （剧院、旅馆等的）门廊、

门厅


A: a tour guide B: a tour leader C: a clerkA: Good morning everyone! We are going to check out this morning. Is everybody here?B: Yes.A: Is everybody’s luggage ready?B: Yes, everything is all right.A: Thank you for being so punctual.1 The bellboy2 will take your luggage to the bus. Ten minutes later, please meet at the dining-hall. Breakfast is to be served at 7:40. After you have your breakfast, please meet on the bus. We wil1 set off to the airport at 8: 30. The departure time of the flight is 10 o'clock this morning. Is this schedule all right?

Dialogue Two

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Part Two Situational DialogueB: Yes, thank you. A: Would you please come with me to check the luggage?B: Yes, of course.A: There are altogether l6 pieces of luggage.B: Yes. That is l6.A: Are they all locked?B: Yes, they are. Now, can you go with me to the front desk to check out ?A: Sure. (At the front desk)C: Good morning, sir. Do you want to check out3?B: Yes, our rooms are 501, 502, 503, 504, and my name is John Smith.

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C: Here is your bi1l. Two nights at 300 yuan each and here are the meals that you had at the hotel including the breakfast this morning. That makes total of 4,500 yuan. Is that right?B: Yes, I think so.C: How would you like to pay?4

B: I’d like to pay in cash.C: Here is your receipt. We look forward to seeing you again.5

B: Thank you. Good-bye.

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SEC 1 Vocabularyreceipt [ ri'si:t ] n. 收条 , 收据punctual [ 'pʌŋktjuəl ] adj. 准时的 , 严守时间的 , 按期的departure [ di'pɑ:tʃə ] n. 起程 ; ( 火车的 ) 发车 ; ( 飞机 ) 起飞schedule [ ‘skedʒjul ] n. 时间表 , 课程表 , 日程表 ; 火车时刻表total [ ‘təutl ] adj. 总的 , 总括的 , 全体的 , 全面发动的


1. I' m from China International Travel Service. 我是中国国际旅行社的工作人员。2. We have booked two suites and ten single rooms for our tour group from the United States. 我们已经为我们的美国旅游团预订了两件套房和十间单人房。 3. We have to start early tomorrow morning because of the busy schedule, I’m afraid. 因为行程比较紧张，所以明天早晨我们要早点出发。4. We’d like to require a morning call at 7:00 tomorrow. 我们需要七点钟的叫早服务。5. The breakfast is available from 6:30 at the buffet at the second floor. 早晨六点半在二楼的自助餐厅提供早餐。

Useful Expressions

For a tour guide

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6. I guess you must be tired after a long trip. If there’s nothing else you want, I will be leaving. 经过长途旅行大家肯定都已经有点劳累，如果没有别的事情，我就先回去了。7. I will meet you at the lobby on the ground floor at eight o'clock tomorrow morning. 明天早晨八点钟我在一楼大厅等你们。8. We are going to check out this morning. Is everybody here? 今天早晨我们要结账离店，人都到齐了吗？9. Would you please come with me to check the luggage? 我们一起来检查一下行李吧！10. Can you go with me to the front desk to check out ? 你能和我一起到前台结账吗？

Useful Expressions

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1. I reserve a standard suite three weeks ago. I’m … 我是…，我在三周前预定了一间标准套。2 ． I’ve just arrived from Hong Kong. Could you let me have a room for tonight? 我刚从香港来，想知道现在有没有空房？3 ． I’ll take care of the registration form. 我来填写入住登记表。4 ． I should say I prefer to stay here. 我想说我更喜欢住在这家酒店。5. A friend of mine highly recommended you hotel to me. 我的一位朋友向我极力推荐你们饭店。

Useful Expressions

For a tourist

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6. Could I pay with traveler’s checks? 我能用旅行支票付款吗？7 ． Is this where I can pay my hotel bills? 是在这结账吗？8 ． My room number is … and I’d like to check out now. … 房间，现在就结帐。9 ． Is there a special rate for a group reservation? 团体预定有优惠吗？10. What if there isn’t any room then? 倘若到时候没有空房怎么办？

Useful Expressions

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Part Three Writing-skill

How to Fill in a Registration Form Tips for reference

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Generally speaking, a registration form for a foreigner client should include the following items, such as nationality, full name, date of birth, sex, passport number and type of visa, reason and duration for stay, entry time and place, reception unit; More over, it also should cover the details as to the room number, rate, arrival and departure time, form of payment, address, the client’s signature, the receptionist’ signature and the hotel’s duty-free declaration etc.


Sample 1(1)

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SEC 1 Registration Form of Temporary Residence

房号： Room NO.(请用正楷填写 Please use block letters)

姓名Surname name

中文姓名Name in Chinese

国籍、地区或籍贯 /Region

性别Sex

出生日期Date of birth

停留事由Reason for stay

职业 /公司名称Profession/Company

国（境）外住址Home address

入住日期Date of arrival

退房日期Date of departure

Nationality1


Sample 1(2)

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请注意：Please note：1.退房时间是中午 12 时Check out time 12 ： 00 noon2. 收款处设有免费贵重物品保险箱 are available no charge at

3.访客请在晚上 11 时前离开客房Visitors are requested to leave guest rooms by 23:00 hrs4. 结账后请交回客房门钥匙Please return your room key to front office cashier counter upon check-out

结算方式Kindly indicate

现金Cash旅行社传单Voucher信用卡Credit card

客人签名Guest signature

以下由服务员填写 To be filled in by front office clerk

护照或证件名称：号码证件种类：证件号码：签证有效期：签证签发机关：入境日期：入境口岸：接待单位：

日租：房号：值班职员签名：

Safe deposit boxes2

cashier counter4

front office3

form of payment5


Sample 2(1)

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Registration Form of Temporary Residence for Group

团队名称：（全称）日期年月日至月日Name of group Date Year Mon Day Till Mon Day

房号Room No.

姓名Name in full

性别Sex

出生年月日Date of birth

职业国籍Nationality

护照号码Passport No.

Profession of occupation6


Sample 2(2)

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何处来何处去Where from and to

留宿单位：接待单位：注：“团体人员住宿登记表”一式三份。一份给陪同或领队，一份给财务部结账，一份留给服务台存档。


Please fill in a registration form at hotel on the following basis: The number of the tourists is 13, the arrival & departure dates is from May 24th to 28th, the price is 198 RMB yuan per night.

Writing Practice

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Part Four Exercises

1. Reading aloud until you can say it from memory, then translate it into Chinese.

The Front Office staff seem to do all the things-receive reservations, register guests, assign rooms, distribute baggage, store guests’ valuables, provide information, deliver mails and messages, exchange foreign currencies, check room occupancies, check guests out and so on. In order to fulfill these tasks, the staff must have a neat and smart appearance, good manners, adaptability, a knowledge of languages and a head for figures. The most important of all the qualities is a real liking for people and a warm desire to help them.

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Part Four Exercises

2. Fill in the blanks according to the context.

A: a reservationist B: a clientA: Reservations! Can I (1) ?B: Yes, I’d like to book a room for my friend, Gary Smith.A: What kind of room (2) ?B: A double room with bath. (3) is it ?A: It’s 180 yuan. (4) will he be staying ?B: Ten days.A: When will he (5) ?B: On the 18th.A: Would you like (6) ?B: No, thanks.A: A (7) room with (8) without breakfast from the 18th and for ten days .B: That’s right, thank you.A: Thank you. Goodbye.

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help you_________

would you like_____________How much____________

How long____________

arrive____________

breakfast____________

double_________ bath________

Part Four Exercises

3. Read the following passage and decide whether they are true (T) or false (F).

The aim of the hotel is to create a home away from home for all the traveling guests who need rest, food and drink. The hotel should always satisfy its guests. The more the guests satisfy, the more successful the hotel will be.

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Part Four Exercises

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SEC 1 The front office of a hotel is not only its shop window, but also its nerve center. It is usually located near the main entrance to the hall. So the front office staff must have neat and smart appearances, good manners, a knowledge of languages and a head of figures. The Front Office staff’s efficiency and personality are of great importance to the realization of the hotel’s aim. The most important of all the qualities is a real liking for people and a warm desire to help them. When an overbooking occurs, the front office staff should find a room in another establishment for the guest.

Part Four Exercises

(1) A hotel that satisfies its guests is likely to be successful.(2) The Front Office is usually located near the main entrance to the hall. (3) When an overbooking occurs, the hotel does not need to find a room in another establishment for the guest. (4) Telephone service is free in all hotels. (5) For many guests the Front Office employees represent the hotel because they are the only members of the staff with whom the guests have contact with.

T（）T（）

F（）F（）

F（）

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Part Four Exercises

4. Role Play. It's 10:00 in the morning. Edward Smith is in Room 303 and wants to check out. When he sees the bill, he refuses to pay, for it's far too much. So the cashier have to get the manager.

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Part Four Exercises

5. Translation

(1)每个房间都带有浴室、电话和空调。

(2) 这是你们房间的钥匙，你们的房间在 305 ，服务员会把你们带到你们的房间的。

(3) 这个酒店是仿古建筑，并且里面配备了中国传统特色家具。

Every room is equipped with a bath, a te1ephone and an air-conditioner. __________________________________________________________________________________________________________

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Here are the keys to your room, your room number is 305. The bellman wi1l take you to your room. __________________________________________________________________________________________________________

The hotel is an inlitatiot1 of ancient architecture, and it is equipped with the Chinese traditional furniture.__________________________________________________________________________________________________________

Part Four Exercises

(4) 各位，请注意：我们明天早上七点半准备办理离店手续，请大家在早餐之前将行李都准备好并放在门外。

(5) 王太太，您的房间不仅通风好，而且看得到整个湖面的风景。

(6) 请问是在这里结账吗？

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Attention please. We will check out at 7: 30 tomorrow morning. Please get your checked luggage ready and put them outside the door before having breakfast.

_______________________________________________________________________________________________________________________________________________________________

Mrs. Wang, your room is not only airy, but also commanding the view of the whole lake.

__________________________________________________________________________________________________________

Excuse me, is there where I can pay my hotel bills? _____________________________________________________

Part Five Social Etiquette

Apparently the commendation is to praise a person's superior quality, the outstanding ability, the splendid work, the appearance, the clothing and personal adornments as well as good personal qualities. In fact, it is an important meaning to preserve and promote the interpersonal relationships. The people have a kind of mental disposition to listen to the praise words more or less. Appropriate praise will win the goodwill of the other side, carry on the human relations activity smoothly, will make the interpersonal relationships harmonious.

Etiquette of compliment

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Transaction


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SEC 1 There are many big differences between function, way, object and restriction factor and so on. Compared with Chinese, the western people pay more attention to the praising, and are willing to listen to other people's compliment, but also glad to praise others. The following expressions can do the job while presenting compliments to the others:

1. You look great today.2. You did a good job. 3. We’re so proud of you. 4. I’m very pleased with your work. 5. This is really a nice place.

Transaction


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SEC 1 6. You’re looking sharp!7. You always know the right thing to say. 8. You’re very eloquent.9. Nice going! 10. Everything tastes great. 11. Your son/daughter is so cute. 12. You’re very professional. 13. You’ve got a great personality. 14. You’re so smart. 15.You have a good sense of humor.16.You have a good taste. 17.Your Chinese is really surprising. 18.You have a very successful business.

Transaction

Section 2

练习用英语向客人介绍客房的设施设备以及如何使用

熟练掌握与本话题相关的专业英语词汇及常用句型表达。学会用英语与客人有效沟通，让客人在住店期间住得舒

适、愉快学会英文填写客房预订单和预订确认书学习英语中接受和拒绝邀请的规范

Study Objectives

Section 2







Question: Why the Housekeeping Department is so important?

The Housekeeping Department is the backbone' of a hotel. In a sense, it is possible to say that a clean and attractive guest room is one of the products that the hotel sells. The main duty of the Housekeeping Department staff is to see to the cleanliness and good order of all rooms and public areas in the hotel. The laundry and valet service and many personal services are also parts of their jobs. And they must coordinate the work closely with the Front Office.

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Tips for reference


It should be noted that the most important characteristic in the Housekeeping staff is the willingness to serve and please the guests. The Housekeeping staff, such as chamber maids, housemen, linen--room attendants, supervisors and housekeepers, can do a great deal to assure a high business repeat rate and a high occupancy rate, not only through the efficiency in their jobs but also through their heart--felt warmth in serving the guests.

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A: Mr. Black B: Mrs. Black C: a floor attendant C: (Graciously) Mr. and Mrs. Black, here is the light' switch, the temperature adjuster, the wardrobe and the mini--bar. Here's our hotel's Service Information Booklet. It gives you an idea about our services and faci1ities.B: Wonderful! Thank you.C: The pane1 on the night stand controls the different devices in the room. That door leads to the bathroom, and there's a laundry bag in the wardrobe1. The hot water supply is round the clock.2 And there're two sockets in the bathroom, for ll0V and 220V respectively. The voltage here is much higher than that in the States.

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SEC 1 Dialogue One


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SEC 1 A:

C:B:

C:

A:C:

Oh, I can use my electric shaver. And l feel like taking a bath to freshen up after the transocean flight3.Is there anything I can do before I leave the room?You've made us feel very welcome. By the way, is the tap water drinkable?Oh, Mr. and Mrs. Black please don't drink the tap water. There is boiled drinking in the thermos bottle and cold drinking water in the carafe. If you need anything, please dial 8 or press the button over there.Thank you very much.You're always welcome. I hope you will enjoy your stay with us.


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SEC 1 Vocabulary(1)precede [ pri(:)'si:d ]vt. ( 时间 , 位置 , 次序 ) 在 ...之先 , 领先于shortly [ 'ʃɔ:tli ]adv. 立刻 , 马上 , 不久amenity [ ə'mi:niti ]n. 使人愉快的环境 , 事物adjuster [ ə'dʒʌstə(r) ]n. 调节器gracious [ 'greiʃəs ]adj. 亲切的 , 客气的switch [ switʃ ]n. 开关 , 电闸


A: Mrs. Black B: a maidB: Turn-down service.1 May l come in?A: Yes, please.B: Good 'evening, madam and sir. May I do the turn--down service for you now?A: Oh, not now. We are expecting some friends. Would you do it later?B: Of course, madam, but it is nine o'clock now, and l go off at ten o'clock. Would it be convenient if I return at nine thirty?A: I don't think so. Perhaps our friends' wil1 stay here for some time. We haven’t met for a long time. We'll have a lot to talk about. Could you arrange someone to come and do the turn--down at about eleven o'clock?

Dialogue Two

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It’s all right. You just put a "Do not disturb" sign2 on the doorknob. When your friends leave, you just turn the sign over to "Please clean", and the one on the night shift will come and do the cleaning.Thank you very much. Well, would you tidy up a bit in the bathroom3

? My husband has just taken a bath and it is quite a mess inside4. Besides, please bring us a bottle of boiled water. We'd like to treat our friends with typical Chinese tea.Yes, madam. I'll bring in some clean towels together with the drinking water.Thank you.

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B:

A:

B:

A:


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It's getting dark, would you like me to draw the curtains for you, madam?Oh, I can do that myself, thank you just the same. You're a smart girl.You are welcome. Good-bye, madam and sir. Do have a pleasant evening.5

B:

A:

B:

(Having done all on request)


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SEC 1 Vocabulary

disturb [ dis‘tə:b ] vt. 打扰 ; 扰乱doorknob [ ‘dɔ:nɔb ] n. 球形门拉手，球形门把手mess [ mes ] n. 混乱 , 肮脏 , 污秽typical [ ‘tipikəl ] adj. 典型的 , 模范的 , 成为标本的towel [ 'tauəl, taul ] n. 毛巾，手巾；纸巾

Part Two Situational DialogueUseful Expressions

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SEC 1 For a housekeeping server1. Welcome to the ninth floor. I’m the floor attendant. Just let me know if there is anything I can do for you. 欢迎光临我们九楼。我是楼层服务员。如有什么事情要我做，请随时吩咐。2. Here is the light' switch, the temperature adjuster, the wardrobe and the mini-bar. 这是电灯开关、温度调节器、衣柜和小冰箱。这是饮用水。3. Here's our hotel's Service Information Booklet. It gives you an idea about our services and faci1ities. 这是我们饭店的服务指南，它将告诉您有关我们饭店的服务及设施情况。


5. That door leads to the bathroom, and there's a laundry bag in the wardrobe. 这扇门通浴室，衣柜里有一个洗衣袋。6. The hot water supply is round the clock. 热水供应 24小时不断。7. There're two sockets in the bathroom, for ll0V and 220V respectively. The voltage here is much higher than that in the States. 浴室里有两个插座，一个是 220伏的，另一个是 110伏的。中国的电压比美国高。

Useful Expressions

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SEC 14. The pane1 on the night stand controls the different devices in the room. 床头柜上的控制板控制着房间里的各种电器装置。


8. May I do the turn-down service for you now? 现在可以为你们收拾房间了吗 ?9. It's getting dark, would you like me to draw the curtains for you, madam? 天暗下来了，要不要我把窗帘拉上 ?10. Is there anything else I can do for you? 还有什么事情要我做吗 ?

Useful Expressions

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1 ． Where is Room 608? 请问 608 房间在哪儿 ?2 ． When will our baggage arrive ? 我们的行李什么时候到 ?3. I feel like taking a bath to freshen up after the transocean flight．跨海飞行后我想洗个澡舒服一下．4. By the way, is the tap water drinkable? 顺便问一下，这里的自来水能喝吗？5 ． Our room hasn’t made up yet. 我们的房间还没有打扫。

Useful Expressions

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SEC 1 For a tourist


6 ． Could you do our room first next time? 下次你能先打扫我们的房间吗？7 ． Would you tidy up a bit in the bathroom ？请整理一下浴室好吗 ?8 ． We’d like to have breakfast in our room tomorrow. Could you bring it here? 我们想明天在房间里用餐，能否把早餐送到客房来？9 ． Will you do me a favor? 能帮个忙吗 ?10. I would like to be woken up early tomorrow morning. 明天能不能早点叫醒我 ?

Useful Expressions

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How to Fill in Reservation and Confirmation Forms

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Sample 1(1) Reservation Form

□New booking新预订□ Amendments 更改□ On waiting list 等候□ Seminar研讨会□ Cancellation取消Guest name No. of rooms Room type No. of guests Rate Company name

Sales & Marketing Dept.


Sample 1(2)

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Original arrival date 预订到店时间： Original departure 原定离店时间：New arrival date新到店时间： New departure date新离店时间：Arrival flight 到店航班： Departure flight 离店航班：Billings 付款方式： □ Allc 全付 Poa 自付 Room only 只付房费 □Rmabf 房费含早餐 Tel /Fax /Letter 电话 /传真 /信件Remarks备注：

Contact name联系人姓名： Company name公司名称：Telephone number 电话号码： Fax/Telex number传真号：Taken by 预订人：Date taken 预订日期：


Reservation confirmation Sample 2(1)

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订房确认书Reservation confirmation

到达日期班机号离店日期 Arrival date Flight NO. Departure date

房间种类Type of accommodation

人数NO. of persons

房价Rate

备注 Remarks

客人姓名Guest name


Sample 2(2)

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请将订房确认书交与接待处Please present this confirmation to the reception desk公司致

Company Attn地址电话号码Address_________________ Tel NO._______________________注意：预订客房将保留至下午 6 时，迟于 6 时到达的宾客，请预先告知。若有任何变动，请直接与本饭店联络。Note: Your room will be held until 6 ： 00 p.m. unless later arrival time is specified. Should there be any changes, please contact the hotel directly for adjustment.确认者日期Confirmed by ______________ Date__________________________订房办公室 Booking office _


Please fill in a reservation form on the following basis. The number of the tourists is 14, the arrival & departure dates are from June 15th to 19th, the price is 266 RMB yuan per night, the type of the room is 7 double rooms with twin beds with breakfast and the contacting person is Mr. Zhanghong.

Writing Practice

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Part Four Exercises


The Housekeeping Department as a whole is required to make the guest’s stay comfortable and pleasing. Any reasonable request must be fulfilled. But good service means more than fulfilling requests. Whenever and wherever possible, the staff should offer to do extra things for the guests. What is more, whenever there is an opportunity to sell, the staff should take it and suggest that guests use the hotel services as much as possible. The staff should make sure that they are selling what the guest really wants to buy.

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Part Four Exercises

2. Fill in the blanks according to the context. A: What can I (1) , sir?B: Oh, it's like this. I was ready to (2) when I found the bath tub was leaking.A: Please let me (3) .B: You see, the floor is (4) . I've turned off the tap.A: (Trying to fix it, but (5) ) Just take it, sir. I'll(6) . Sorry to have caused you (7) .

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do for you___________take a bath___________

have a look___________wet______

in vain_________send for a plumber__________________

so much trouble_______________

Part Four Exercises

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C: Let me (11) . (A few minutes later) I've fastened the joint and everything (12) .B: What efficiency! Thanks a lot.

have a check____________

is OK______

C: Good morning, sir. I'm the plumber. (8) with the bath tub, isn't there?B: Yes, it was all right in the morning, but when I turned on the (9) just now, it began to (10) .

There is something wrong_______________________

tap____leak_____

Part Four Exercises


The Housekeeping Department as a whole is required to make the guest's stay comfortable and pleasing. Any reasonable request must be fulfil1ed. But good service means more than fulfilling requests. Whenever and wherever possible, the staff should offer to do extra things for the guests. What is more, whenever there is an opportunity to "sell", the staff should take it and suggest that guests use the hotel services as much as possible. They should make sure that they are selling what the guest really wants to buy.

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Part Four Exercises

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SEC 1 Such as, after opening the door for the guest on his first arrival, the bellman or the room attendant should precede the guest into the room. The room attendant should show the guest the facilities, especially the bathroom. The room attendant should remind the guests that there're two sockets in the bathroom, for ll0V and 220V respectively. The voltage here is much higher than that in the States. For a standard room, there is a desk, two easy chairs, and a double bed or twin beds. And the bellman or the room attendant can introduce other hotel services for the guests. Some foreign guests have a good opinion of China's silk fabrics, the staff can introduce them. If the staffs know the guests’ names, don’t keep calling the guest sir or madam. Calling the guest’s name will make the guest surprised and happy.

Part Four Exercises

(1) In a standard hotel room in China, there is a double bed, a desk, two easy chairs and a bureau. (2) The normal voltage in China is 110V. (3) Keep calling the guest sir (or madam) even though you know his (or

her) name. (4) Most foreign guests have a good opinion of China's silk fabrics. (5) After opening the door for the guest on his first arrival, the bellman or

the room attendant should precede the guest into the room.

F（）F（）

F（）T（）

T（）

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Part Four Exercises

4. Role Play. The room attendant comes to the room. He/she identifies himself/herself and finds out if the client would like have the room cleaned. The client doesn’t want the room cleaned because he doesn’t feel well. He just wants some fresh towels and tell the room attendant to leave them at the door. The room attendant promises to bring them right away.

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Part Four Exercises

5. Translation.

(1) 这些外国游客深为这家饭店的优质服务所感动。

(2) 正是在这片土地上将建起本市最高的宾馆。

(3) 帮旅客照顾孩子是很累人的。

These foreign tourists are deeply moved by the hotel’s high quality service.

____________________________________________________________________________________________________________

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It is on this piece of land that the tallest hotel in the city will be set up.

____________________________________________________________________________________________________________

It is rather tiring to look after the guests' children. ______________________________________________________

Part Four Exercises

(4) “ 我想理理发，擦擦鞋，再熨一下外衣。” (5) 中国服务员的诚实和尽责，使外宾们难以忘怀。

(6) 她试着用肥皂洗去衣服上的酒渍，但是没成功。

"I'd like to have my hair cut, my shoes cleaned and my shirt ironed. ________________________________________________________SEC 2

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It is hard for foreign guests to forget Chinese hotel attendants' honesty and sense of duty.

__________________________________________________________________________________________________________________

She tried to remove the wine stain in her coat with soap, but in vain. _________________________________________________________


Your invitation is really the first hint of your celebration, and your invitation should match the occasion in style and theme. In addition to providing them with necessary details, your invitation will offer your guests a hint of what is to come. Send invitations card out eight weeks before (especially to out-of-town guests) your event. If you are planning a non-profit event or a special event at a convention or tradeshow, you may want to consider sending a save-the-date card in advance since people tend to book up quickly! When you receive an invitation and have to respond for it, you should make it clear that whether you accept the invitation or not. There are some tips for how to accept or decline.

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SEC 1 Etiquette of Accepting & Declining an Invitation

Transaction


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SEC 1 1. If you would like to accept the invitation , you may do the followings: Thank the recipient for inviting you. Say that you are delighted to accept the invitation. Confirm the date and other details about the meeting or visit. Ask for more information if you need to. Express your appreciation again at the end of the letter.

Transaction

2. If you have to decline the invitation, the followings are some suggestions to you: Thank the recipient for inviting you. Say you feel sorry you won’t accept the invitation Explain why you can’t accept the invitation If you feel like it, tell the recipient that you would be glad to have another opportunity. Express good will and thank the recipient again for the invitation.

Section 3

练习用英语向客人介绍中国的四大菜系熟练掌握与本话题相关的专业英语词汇及常用句型表达。学会用英语与客人有效沟通，帮助客人顺利点餐学会用英语描述中国的四大菜系学习西餐餐具使用礼仪

Study Objectives

Section 3







Question: How to help the guests make the order?

Tips for reference The reputation of a hotel is made up of the degrees of comfort and service offered to the guests, but often one hears the words, “a very comfortable hotel but the food was poor”. More and more hoteliers come to realize that food and beverage service is a major factor in hotel operation. In many large hotels, it brings in more income than room rentals. The staffs’ routines of a Food and Beverage Department may involve in the followings: 1. When the guests arrive, the attendant should arrange the appropriate seats according to the different needs of the guests and wish the guests to dine happily.

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2. When the guests are seated, the attendant should choose the reasonable position and set the table napkin according to the order for the guests. Setting the movement should be dexterous skilled, and is convenient for guests to eat. 3. When recommend the dishes to the guests, the attendants should use the standard gestures, respect the guess’s eating habit and introduce the liquor moderately.4. Finally, the attendant should repeat the dishes what the guests have ordered, and inquire whether there is dietary restriction. For some Western dishes, the attendant should ask for raw and cooked degree requirements.

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A ： a waitress B: a tour leaderA ： Good evening, sir. B ： Good evening. I’m the guide of this group.A ： Glad to meet you．B ： One of us is diabetic.1

A ： Pardon?B： A diabetic is a person who suffers from diabetes. A ： Oh, I see. He shouldn’t take any food that contains sugar．B ： That’s right. But it’s a lady, not a gentleman．A ： All right, we’ll provide her with separate food.2

B ： That s very kind of you. Then there’s a gentleman who’s allergic to MSG3.

Dialogue One

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SEC 1 A ： What’s MSG?B ： Gourmets powder.A ： That’s easy. We’ll provide him with separate food, too.B ： One more thing, four people in the group are vegetarians.4

A ： OK. We will arrange them at separate table. B ： Thank you very much. By the way, If any one of them asks for extra food or drinks, don’t ask him to pay in cash. I’ll sign the bill and pay before we leave.A ： Actually drinks are not included in the bill, It is complimentary.B ： That’s fine.


Vocabulary

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diabetic [ ,daiə'betik, -'bi:tik ] adj. 糖尿病的suffer [ 'sʌfə ] vt. 遭 [ 蒙 , 经 ]受separate [ 'sepəreit ] vt. 分开 , 分离 , 切断allergic [ ə'lə:dʒik ] adj. 患过敏症的vegetarian [ ,vedʒi'tɛəriən ] n. 素食者；素食主义者complimentary [ ,kɔmpli'ment(ə)ri ] adj. 赠送的


A: Mr. Wang B: Mr. Jackson C: a waiterA: Mr. Jackson ， today I specially treat you to1 a real Chinese dinner．B: That’s very kind of you．C: Good evening, sirs．A: Good evening.C: Here is the menu. Which do you prefer to, Western food or Chinese food?A: Today we choose to have a real Chinese dinner.C: (To Mr. Jackson) Can you use chopsticks, sir?B: No, I' m afraid not.C: Then, I’ll bring you a knife and fork.B: That's fine. Thank you.

Dialogue Two

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SEC 1 How many kinds of Chinese cuisine do you have in this restaurant?2

We serve Shanghai food, Sichuan food and Cantonese food.3

(To Mr. Jackson) Shanghai food is oi1y, Sichuan food is strong and hot, and Cantonese food is rather light. Which one do you prefer, Mr. Jackson?Now that I’ll stay in Shanghai for 3 months, I’d like to try Shanghai food first.May I have your order now?4

Yes. Two shrimp cocktails and some fried peanuts for appetizer. A plate of Shanghai crab, a grilled fish, a roast spring chicken, a tomato salad and cream cau1iflower soup.5

What would you like to drink?

A:C:A:

B:

C:A:

C:


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SEC 1 A: (To Mr. Jackson) Make your order, please.B: Beer for me, Budweiser, if you happen to have. And you, Mr. Wang?A: The same for me please.C: Would you like some dessert and fruit?A: After you6, Mr. Jackson.B: Apple pie and grapes.C: Very well. I’ll get your dishes right away.


Vocabulary

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chopsticks [ 'tʃɔpstiks ] n. 　　筷子fork [ fɔ:k ] n.　叉 ; 耙 ; 餐叉cuisine [ kwi(:)‘zi:n ] n. 　　厨房 ; 烹调法 , 烹饪菜肴shrimp [ ʃrimp ] n. 　　虾 , 小虾roast [ rəust ] vt. ( 在火上 ) 烤 , 炙 , 烘 ; ( 用文火 ) 焙 ; ( 用热砂 )炒dessert [ di'zə:t ] n.　　作为正餐最后的食品 ( 点心、水果等 )appetizer [ 'æpitaizə ] n. 开胃食品 ,开胃物grille [ gril ] v. 烧 , 烤 , 严加盘问


1. Good evening, sir and madam. Welcome to our restaurant. Do you have a reservation, sir? 晚上好，先生，女士。欢迎光临。您预订了吗，先生 ?2. Would you follow me ／ Would you come （ step ） this way ， please? 请跟我来／这边走好吗 ?3. Where would you like to sit? 您愿意坐在哪儿 ?4. I’m sorry ， he house Is full now 对不起，餐厅现在客满了。 I’m sorry to say mat we haven’t got any vacant tables at present．很抱歉现在没有空桌位了。

Useful Expressions

For a clerk

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SEC 15. Would you please wait a few minutes in the lounge over there? I’ll let you know as soon as the table is ready．请在大厅里等几分钟好吗？一有空位我马上通知您。 6. What about one that is further back but still offers a view of the lake? 靠后一点的桌子，还能欣赏到湖上景色，行不行 ?7. Please take your seats. Here’s the menu. I’ll be back in a few minutes to take your order. 请坐。给您菜单。我一会儿就回来为您点菜。8. Have you had time to look over the menu? 菜单看完了吗 ?


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SEC 19. May I take your order, now? 现在可以为您点餐吗 ?10. How would you like your steak, well-done, medium or rare? 您的牛排要全熟的、半熟的还是生的 ?


For a customer1. I’m afraid I haven’t. Do you have a table for two? 没有。有两个人的桌子吗 ? Good evening ． Do you have a table for five? 晚上好。有五个人的桌子吗 ?2 ． We wou1d like a table by the window so that we can enjoy the view of the lake. 我们想坐在窗户旁边，这样好欣赏湖上的景色。3． How long do you think we will have to wait? 我们要等多久 ?4 ． I prefer sit in the non-smoking section.. 我们喜欢坐在禁烟区。

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SEC 15 ． Please reserve it under the name of Mr. Watson. 请以华森先生的名义订餐。6 ． What are your specials today? 今天有什么特色菜 ?7 ． What do you recommend? 你会推荐哪道菜 ?8 ． I don’t care for fries.. 我不喜欢炸薯条。9 ． Would you explain the bill to me? 可以给我解释一下账单吗？10. Thanks for your nice service. Here is 60 dollars. 谢谢你们周到的服务。这是 60 美元。


How to Describe a Souvenir?

Tips for reference As an attendant at restaurant, you should introduce your chef dishes to different guests timely .If this is the first time for the guests to dine, the attendant should give a brief description of some chef’s dishes, such as their cuisines, flavors, prices, ingredients and cooking methods. They should also pay much attention to the taste characteristics, such as salty fresh, hot , sour sweet and litchi Chinese taste.

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Sample 1 Peking Duck

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Based on imperial court and Shandong cuisines, Beijing food enjoys an age-old reputation. The main methods of cooking are deep-fry, stir-frying and roasting. When you are in Beijing, an opportunity to sample its famous Peking Duck should not be passed. This dish is known for its scented, crispy skin and is served with pancakes, hoisin sauce and spring onions. All the ingredients are rolled into a tube and it is a delightful blend of taste and texture. Peking Duck has the reputation of being the most delicious Beijing food. Some find it a bit too greasy, but others get hooked after one taste. In any case, a Peking Duck dinner is usually a fixed item on any Beijing tour itinerary. Eating Peking Duck is also one of the two things you are absolutely supposed to do while in Beijing.


Sample 2

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SEC 1 Quan Ju De Restaurant

The place that offers the best Peking Duck is the Quan Ju De Restaurant, which has outlets at Qianmen, Hepingmen and Wangfujing. It was established 130 years ago and, if you count from the time when founder Yang Renquan began his duck business, it is 160 years old. At Quan Ju De, ducks are immersed in condiments unique to the restaurant and are roasted directly over flames stoked by fruit-tree wood. The best roasted duck is date-red, shining with oil, but with a crisp skin and tender meat. The chef then cuts the meat into thin slices, each having a piece of skin. Then the meat is served with very thin pancakes, Chinese onions and special sauce. The way to eat it is to coat the thin pancake with sauce, slap on a few pieces of meat and roll up the pancake. Chopsticks are optional: it is much easier just to grab the thing with your bare hands.


Please recommend one kind of Chinese famous cuisines or a dish with the local flavor of your hometown, including its flavor, cooking method, ingredients and the other features etc.

Writing Practice

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Part Four Exercises


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Good cooking is regarded as an art. Moreover, the Food and Beverage Department employees can play an extremely important role in creating a pleasant atmosphere, which is one of the services our hotel sells. High quality service is dependent on every staff member, having a love for his job and a knowledge of its work right down to the last detail. The initial contact with the customer can be a vital contribution to the success of his meal. A good waiter tries to satisfy the requirements of both the customer and the restaurant at once.

Part Four Exercises

2. Fill in the blanks according to the context. A: a waiter B: a diner A: Would you like to order, sir?B: Yes, I'll (1) a steak and chips, please.A: How would you (2) the steak, rare, (3) , or well-done ?B: Rare.A: Would you like a salad?B: Yes, please.A: What (4) of vegetable would you like? We've got a(5) of fresh asparagus, green beans, spinach and grilled tomatoes.B: I'll have some asparagus with Hollandaise (6) .

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have_______like______ medium________

kind______ selection_________

sauce_______

Part Four Exercises

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SEC 1 A: I’m sorry, we haven't got any Hollandaise sauce. It's (7) with melted butter.B: Mmm... Okay.A: Would you (8) anything to(9) ?B: Yes. A (10) of Mao Tai, please.A: Yes, sir.

cooked_______

like______ drink______glass______

Part Four Exercises3. Read the following passage and decide whether they are true (T)

or false (F). When the restaurant is fully occupied you should politely let the guests have a seat in the waiting room. When you express your apologies to your guest, you may say "I beg your pardon, sir" in the falling tone. When you ask the guest to repeat what he says you may say "I beg your pardon" in the rising tone. And you mustn’t say “what”“ uh”. And if the guest asks for something that is rude or against the hotel’s regulation, you should explain to the guest patiently.

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Part Four Exercises

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SEC 1 When taking the order, the waiter should know how to advise the customer on the basis of those items available. Find out the customer's taste and what his requirements are and try to discover how much he wants to spend. The nationality of the customer plays an important part in this process. One should be very careful with the type of customer who prefers silence to suggestions. To avoid any possible misunderstanding when the time comes to pay the bill, it is preferable to determine in advance the cost of all special items.

Part Four Exercises

(1) Whenever a guest asks for something you should promise to provide it right away. (2) If you have not caught what the guest said, you may either say "What did you say, sir?" or simply "Uh?" (3) When the restaurant is fully occupied you should politely persuade the newly arrived guests to go to some other restaurants. (4) When you express your apologies to your guest you may say "I beg your pardon, sir" in the falling tone. When you ask the guest to repeat what he says you may say "I beg your pardon" in the rising tone. (5) The waiter need not pay attention to the customer’s nationality.

F（）F（）

F（）

T（）F（）

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Part Four Exercises

4. Role Play. It is 8:00 in the evening. A diner comes in, but the restaurant is full. A waitress shows him to a table too near the doorway. The diner sees another table near the window that looks fine. But it has been reserved. The waitress suggests the table in the corner. Tell the diner you'll bring the menu.

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Part Four Exercises

5. Translation.

(1) 真对不起，劳您久等了。(2) 把酒溅到您衣服上，实在抱歉。 (3) 如果您更仔细点的话，您本来是能够服务得更好的。 (4) 我若处在你的地位，是不会向顾客说这种话的。 (5) 没有员工们的努力工作，饭店经营就不会成功。 (6) 这是厨师的拿手菜。

I’m sorry to have kept you waiting.________________________________________________________

I am awfully sorry to have spilled the wine on your clothes. ________________________________________________________

If you had been more careful, you could have served better. ________________________________________________________

If I were in your position, I would not have said it to the guest. ________________________________________________________

Without the efforts of the staff, the hotel would not operate successfully. _________________________________________________________

This is the chef’s recommendation. _________________________________________________________

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Knife is used for cutting food, and do not have to use the knife to deliver the food toward the mouth. You should always remember: The right hand takes the knife. If there are three kinds of different specifications knives when dining, the correct way is: the knife with small identical is used to slice meat; medium size is used for cutting the big piece vegetable into small pieces; and the exquisite one with round head is used to open the bread and let the jam or cream spread the bread.

Etiquette of Western Tableware

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Transaction


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SEC 1 You should take the folk with your left hand, and deliver the food to you mouth very lightly. Fork the appropriate food each time. When delivering the food into the mouth, you should only let the teeth touch the food, and mustn’t grip the fork, and don’t make any sound when forking.There are many kinds of spoons in the official situation. The small one is used for coffee and dessert; the flat one is used to spread the butter and separate cakes; the bigger one is used for drinking soup or holding small food. According to the serving order, the tableware is placed from outside to inside. After some dishes are finished, some knives and forks will be removed. It is fastidious for putting the knives and forks in the direction and location. When the knives and forks are placed above the plate, the cutting edge is toward inside and the fork is downward, it means that you will continue to eat; if the cutting edge is toward outside and the fork is upward, it means that you don’t want to dine.

Transaction

Section 4

练习用英语向客人介绍如何办理外币兑换手续熟练掌握与本话题相关的专业英语词汇及常用句型表达。学会用英语与客人有效沟通，帮助客人办理外币兑换学会规范填写英文外币兑换水单了解西餐用餐礼仪

Study Objectives

Section 4







Question: How to help the tourists exchange the currency ？ Tips for reference Money exchange facilities for both currency and travelers‘ cheques which are available at major airports, hotels, and department stores. Please note that Exchange rates fluctuate in line with international financial market conditions and are published daily by the State Exchange Control Administration. While changing money for a guest, a cashier has to focus on the following items:

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1. The cashier should attend the guest warmly, and take the initiative to understand the needs of guests.


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SEC 1 2. The cashier should identify the foreign currency, confirm its authenticity and decide whether the foreign currency can be exchanged. 3. Fill in the foreign currency’s type, amount, and exchange rate clearly according to the demand. 4. The cashier should let the guest sign the list and fill in the room number. 5. Finally tell the guest to keep the exchange memo and currency exchange receipts, because he will need to show them while changing RMB back to his own currency at the end of his visit to China.


Cashier B: Mr. BlackGood afternoon, sir. Can I help you?I’d like to change some US dollars and I'd like to know today's exchange rate1.According to today's exchange rate, every US dollar in cash is equivalent to 7.18 RMB.2 How much would you like to change, sir?Well, I'll change one hundred and here's the money.Would you please fill in this memo and show me your passport?All right.Please write your name, passport number and room number on the slip.

Dialogue One

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B: Here you are.A: Thank you. You'll have it right away.B: OK. Will you please give me some one-yuan notes? I need some small change.A: All right. Mr. Black, here your are. Please have a check and keep the exchange memo3.B: Oh, yes, thanks. By the way, can you tell me what I should do with the RMB left with me?A: You'll have to go to the Bank of China or the airport exchange office to change it back into dollars by showing the memo. B: I see. Thanks.A: You’re welcome.

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Vocabulary

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currency [ 'kʌrənsi ] n. 通货 , 货币exchange [ iks'tʃeindʒ ] vt. 互换counter [ 'kauntə ] n.. 柜台equivalent [ i'kwivələnt ] adj. 相等的 , 相当的memo [ 'meməu ] n. 备忘录便笺；便函slip [ slip ] n. 小纸条


a front office manager B: Mr. Black C: a cashierDid you ask to see me, Mr. Black?Yes, I did. I’m very angry at the way I have been treated.1

Perhaps you could tell me what happened.It’s about my money.What’s wrong with your money, sir?That's a 100-yuan note. I don’t know why she refuses to take it.I’m very sorry, Mr. Black. I’m sure the cashier didn’t mean to be rude.2

You see, maybe there was something wrong. But can I have a look at your money?Yes, here you are.

Dialogue Two

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A: Oh, Mr. Black. Would you mind coming over here, please? (The manager holds the money under an ultraviolet light.3) Look, Mr. Black, the watermarks are not the same as this one. It's a forgery.B: Well, I changed the money the other day. How could I know it's a forgery?A: Mr. Black, I'd like to know where you changed the money. That's very important to us.B:

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Well, I changed the money outside the hotel. A young man gave me 50% more than the official rate.4


A: Thank you for the information. I hope you’ll be careful next time. Whenever you want to change money, please go to the Foreign Exchange Counter of a hotel or the Bank of China.B: Yes, I will. (To the cashier) I’m sorry about this.C: That's all right.

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Vocabulary

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forge [ fɔ:dʒ ] vt. 　伪造forgery [ ‘fɔ:dʒəri ] n. 　赝品 ; 仿造品rude [ ru:d ] adj. 　（人的言行）无礼的 ; 粗鲁的ultraviolet [ ‘ʌltrə’vaiəlit ] adj. 　紫外的，紫外线的　watermark [ ‘wɔ:təmɑ:k ] n.　　（纸上的）水印


1. What kind of currency have you got? 请问您有哪国货币 ?2. May I have your passport, Please? 您能出示护照吗 ?3. Here are your money and exchange memo. Please check it. Please keep the memo. It may come in handy later on. You may convert the unused RMB back into foreign currency when you leave China. 这是您的钱和兑换单，请核对。请保留兑换单，以后会有用的。离开中国时您可以把未用完的人民币兑换成外币。4. Please sign here. 请在此签名。

Useful Expressions

For a casher

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SEC 15. This is an exchange memo. Please fill in your name and the amount

you intend to change. 这是外汇兑换水单，请添上您的姓名，需要兑换的金额。 6. Please sign your name on the bottom line and put down your address

here. 请在支票底端的线上签名，并在这儿写下您的地址。7. Okay. One more thing, please sign your name on the back of the

check and don’t forget to date it. 行。还有，请在支票背面签上您的名字，别忘了注明日期。8. We have a rigid exchange control law. 我们有严格的外汇管制条例。


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SEC 19. May I have your name,room number and passport, sir? 请告诉我的姓名，房间号，并出示您的护照。10. Would you sign on the checks and memo? 请在支票和兑换水单上签字。


1. Where can I change the money? 到什么地方兑换外币吗？2. Is this where I can exchange foreign money for RMB? 请问是在这兑换外币吗 ?3 ． What is the exchange rate? 今天的汇率是多少。4 ． I’d like to change 10,000 yuan, RMB into U.S Dollars, please. 我想把一万人民币兑换成美元。5 ． I’d like some small changes. 请将大钞换成零钱。

Useful Expressions

For a client

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6 ． May I pay with US dollars? 我可以用美元支付吗 ?7 ． Can you accept traveler’s checks? 你们接受旅行支票吗 ?8 ． I’d like to cash this traveler’s check. 请将这些旅行支票兑换成现金。9 ． You mean the exchange rate fluctuates daily? 您的意识是汇率每天都在变化 ?10. Is there any commission charge? 需要手续费吗 ?


How to Write a Recreation List and a PosterTips for reference The cashier should first identify whether the foreign currency is real or fake, and then fill in the exchange memo according to the amount. The cashier should fill in the foreign currency’s amount, category, the exchanged amount of RMB according to the same day’s exchange rate, date and the clerk’s name. Then make the guest sign, indicate the foreign currency’s code, and write the room number and credentials number.

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Sample 1 Hotel Exchange Certificate and Exchange Memo

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国籍护照号码日期 Nationality_________ Passport No. __________ Date___________ 姓名及签字住址 / 饭店 Name & Signature__________ Address/ Hotel_________

外币金额Amount in foreign currency

扣贴息Less discount

净额Net amount

牌价Rate

人民币金额Amount in R.M.B

摘要Particulars

请妥为保存，以备查验。在六个月内出境时可凭此兑回部分外汇。只限一次。 Please keep this for checking. Part of unused R.M.B. can be reconverted into foreign currency for only one time when holder leaves China within six months. 复核员经办员


Writing Practice

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Please fill in an exchange memo for Mr. Smith from U.S.A. He wants to exchange 200 US dollars into RMB in the Grand hotel, and the exchange rate is 7.18.

Part Four Exercises


The name of Chinese currency is Renminbi (RMB) or Yuan. Banknotes are in 100 Yuan, 50 Yuan, 20 Yuan, 10 Yuan, 2 Yuan and 1 Yuan. There are also coins for smaller dominations. Foreign currency in cash and travelers cheques can be exchanged in all major hotels and banks. Major credit cards in the world are also acceptable at hotels and Stores. But in many department stores, shops and restaurants, cash may be requested. Currency exchange services can be found at hotels.

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Part Four Exercises


A: Can you break large bills (1) small money?B: Yes, (2) do you like it?A: Four ten-dollar bills, five one-dollar bills and the rest in quarters.B: All right, sir.A: And can you (3) American dollars into Euros?B: Yes, but (4) do you want?A: Fifty dollars only. (5) ?B: One dollar to zero point eight Euros. Is that all right?A: Yes, please. And can you (6) my traveler’s check?B: Certainly, sir

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to______how______

exchange__________how much__________

What’s the exchange rate_______________________

accept_______

Part Four Exercises


When the client wants to exchange foreign currency, the cashier should do the service with good manners. The cashier should attend the guest warmly, and take the initiative to understand the needs of guests. The cashier should ask the client how much money he would change and tell the client what the exchange rate is. Then the cashier should identify the foreign currency, confirm its authenticity and decide whether the foreign currency can be exchanged. Finally take the exchange memo the guest. Ask the client show his passport, fill in the foreign currency’s type, amount, and exchange rate clearly according to the demand. And the cashier should let the guest sign the list, fill out the room number, and sign his name on the memo. Then help the client change money from foreign currency into RMB. Don’t forget reminding the client to keep the exchange memo.

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Part Four Exercises

F（）T（）

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F（）

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SEC 1 (1) Ask the client how much money he would change and what the exchange rate is.(2) Do service for the clients with good manners. (3) Ask the client to fill in the form and show his passport. (4) Remind the client to keep the exchange memo and to keep it in a

safe place. (5) Sign the client's name on the exchange memo.

Part Four Exercises

4. Role Play. As a customer , you want to cash the last of his traveler’s check ($150 only). You ask information about exchange rate between US dollars and RMB, then tell the cashier that you need some small change. A cashier at hotel is offering his assistance to you.

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Part Four Exercises

5. Translation.

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(1) 您可以到中国银行或者到机场外汇兑换处去出示水单，换回美元。

(2) 根据今天的兑换率，一美元折合人民币 7.18元。

(3) 请在这张单上填上您的名字、护照号码和房间号码。

You'll have to go to the Bank of China or the airport exchange office to change it back into dollars by showing the memo. ____________________________________________________________________________________________________________

According to today's exchange rate, every US dollar in cash is equiva1ent to 7.18 yuan, RMB. ____________________________________________________________________________________________________________

Please write your name, passport number and room number on the slip. ____________________________________________________________________________________________________________

Part Four Exercises

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SEC 1(4) 我能在这个柜台兑换外币吗？(5) 顺便问一下，如果我的人民币用不完怎么办？

(6) 给我几张一元票面的人民币，好吗？我需要一些零钱。

Can I exchange foreign currency at the counter? ______________________________________________________

By the way, can you tell me what I should do with the RMB left with me?

____________________________________________________________________________________________________________

Will you please give me some one-yuan notes? I need some small change.

____________________________________________________________________________________________________________


If you’re invited to an American friend's home for dinner, keep in mind these general rules for polite behavior. First of all, arrive approximately on time (but not earlier). Armenians expect promptness. It's OK to be 10 or 15 minutes late but not 45 minutes late. Dinner might be overcooked and ruined by then. When you’re invited to someone's home for a meal, it's polite to bring a small gift. Flowers or candy are a1ways appropriate. If you have an attractive item made in your native country, your host or hostess would certainly enjoy receiving that as a gift.

Etiquette of Western Dining

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Transaction


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SEC 1 Some Americans don’t know about the dietary restrictions of various ethnic and religious groups. What do you do if you’re served a food that you don’t like or cannot eat? Don’t make a fuss about it. If your host doesn’t say anything about what you aren’t’ eating, then you shouldn’t, either. Simply eat what you can and hope that no one notices what you 1eft. If you are questioned, you may have to admit that you don't eat meat (or whatever), but you can also say that you’ve enjoyed the other foods and have had "more than enough" to eat. Don’t make the cook feel obliged to prepare something else for you. Be sure to comp1iment the cook on the food that you enjoyed.

Transaction

Section 5

练习用英语向客人介绍本酒店的会议室的设施设备

熟练掌握与本话题相关的专业英语词汇及常用句型表达。学会用英语与客人有效沟通，协助客人将会展顺利地完成学会用英语规范书写展会邀请函学会用英语邀请会议代表发言的礼仪

Study Objectives

Section 5







Question: Why the Convention and Exhibition industry is getting more and more popular in China?

Tips for reference There are many benefits to be derived from exhibiting at a show. Typically held on an annual or biannual basis, it is an exciting look-forward-to event: everyone is wondering what it will be like, who shall be there, what will be different and new, what may happen and so on. Just by being there, you can help to establish, change or maintain you reputation and status in the field.

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SEC 1 Not surprisingly, each particular type of exhibition has its own individual benefits to offer to exhibitors. Consumer shows can be extremely busy, with a wide cross section of visitors, which may be what you want from an event. Trade exhibitions generally tend to have a smaller, tighter attendance containing a higher percentage of potential customers, assuming you have picked an appropriate show. Private events provide the greatest flexibility with regard to location, approach and price.


Mr. Grant B: a staff at hotel Food and Beverage Department manager Front Office managerHow do you do?Glad to meet you, Mr. Grant. Welcome to our hotel. What can I do for you, Mr. Grant?I’m from the IBM Shanghai Office. Our company is going to hold an exhibition in Shanghai in the middle of December. We need a large hall for holding a convention, and several smaller meeting rooms for discussions.1

We have a multi-function hall that can accommodate three hundred people at a meeting and for holding buffet or cocktail parties.2

Dialogue One

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A:C:D:A:B:

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A: The large hall is just right for us. There will be about three hundred guests attending the convention. We need to use the hall for three days from the fifteenth to the seventeenth of December. We are going to give a cocktail party and a buffet reception.B: Mr. Grant, this is Mr. Chang, Manager of our Food and Beverage Department. Perhaps you can talk to him in more detail about your cocktail and buffet parties.C: Mr. Grant, could you give me more details about your requirements for the cocktail and the buffet, such as the number of guests and the exact time?

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SEC 1 A: Yes, Mr. Chang. The time for the cocktail party is two o’c1ock in the afternoon of the fifteenth of December and for the buffet it’s six o’clock in the evening of the seventeenth. And about two hundred people each. I’ll reconfirm the exact number one day before. May I know the terms, please?C: The cost for the cocktail is fifty yuan RMB per person and a hundred yuan RMB each for the buffet.B: Now, Mr. Grant, please come with me to the Reception Desk and we’ll arrange the meeting rooms and guest rooms for you. Here, Mr. Grant, I would like you to meet our Front Office Manager3, Mr. Fang.


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SEC 1 A: How do You do, Mr. Fang? I’m Richard Grant from IBM Shanghai Office.D: How do You do, Mr. Grant? What can 1 do for you?A: I would like to reserve rooms for our office use during our exhibition here in Shanghai and rooms for our guests attending the convention. We need two suites for our office and one hundred fifty double rooms for our guests. Could you give me the rate, please? D: One thousand yuan RMB per night for a standard suite and six hundred eighty yuan RMB for a standard room.A: That's good. Thank you, Mr. Fang. And thank you, Miss Yu, for all your help.D: You're most welcome. Wish you every success in your exhibition.


hall [ hɔ:l ] n. 礼堂 , 大厅 ; 娱乐场accommodate [ ə'kɔmədeit ] vt. 供给 ... 住宿 , 照应 , 招待buffet [ 'bʌfit, bʌ'fət ] n.. 自助餐reconfirm [ 'ri:kən'fə:m ] vt. 再次证实 , 再次确认exhibition [ ,eksi'biʃən ] n. 展览 , 展览会 [ 品 ],陈列品convention [ kən'venʃən ] n. 会议 , 大会 , 全国性大会

Vocabulary

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a client B: a sales manager1

Our exhibition is going to take place next Monday. I would like to talk with you about the arrangements.We are very pleased that you have chosen our hotel for your exhibition.2 We'll do our best to make your exhibition a success.3

Thank you. We would like to hold our exhibition in a corner of your lobby. We would also like to rent a meeting room for some demonstrations and an office for our staff.May I know when you will have the places ready and how long you will use them?

Dialogue Two

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SEC 1We need one day for the preparations, that is, we would like to arrange the exhibits and have the office ready next Sunday, one day before the exhibition, and leave the meeting room for Monday. We only need it in the morning from 10:00 a.m to 12 :00a. m.. We will hold the exhibition for 3 days. That means we need to keep the place and office for 4 days.Very well, Mr. Johnson.May I know the terms?The room rental is 600 yuan per night and the place for the exhibition is 500 yuan per day and for the meeting room it will be charged for a minimum of half a day4, that is, 300 yuan.

A:

B:A:B:


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SEC 1 A: Good. Do I have to pay something in advance?5

B: Yes, please.A: How much shall I pay?B: Please go to the Front Office and the cashier will tell the percentage.A: All right and thank you.


representative [ ,repri‘zentətiv ] n. 　　代表；代理人association [ ə,səusi‘eiʃən ] n. 　协会 , 社团arrangement [ ə‘reindʒmənt ] n. 　　 [ 常用复 ]安排 , 准备demonstration [ ,deməns'treiʃən ] n. 示范 , 表演 ; 感情的流露rental [ ‘rentl ] n.　　租金minimum [ ‘miniməm ] n. 最小 ( 量 ), 最低额 ; 最低限度 ; 最低点

Vocabulary

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1. Is there anything that I do for you? 我能为您效劳吗 ?2. We have a very nice multi-function hall. 我们有多功能的大会议厅。3. We have done quite a lot of business with your company in the past.

我们过去和贵公司有过很多商业来往。4. We have made many improvements. 我们又做了许多的改进。5. You can talk to him about your convention in more detail 关于展会问题您可以和他谈得更具体一些。

Useful Expressions

For a clerk

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SEC 16. I want to know more details about your requirements for your

convention, such as the number of guests and the exact time. 我想知道关于你们举办展会问题的详细需求情况，例如客人的具体人数

和举办的确切时间。7. Come back any time you are ready. 您什么时候准备好了就请再来。8. We’ll arrange the meeting rooms and guest rooms for you. 我们将会给你们安排一下会议室和客房。9. We are very pleased that you have chosen our hotel for your exhibition. 非常高兴你们选择本店作为你们展览会的展地。10. Wish you every success in your exhibition. 祝展览会万事顺利！


For a client

1. I come here for an inquiry of renting a meeting hall. 我来这里是想咨询一下关于租赁会议室的事宜。2 ． Our company is going to hold an exhibition in Beijing at the end of April. 我们公司打算四月底在北京举行展览会。3． We need your lobby to hold a party. 我们需要你们的大堂来举办晚会。4 ． I’d like to have a good look of your brochure. 我想好好看一下你们的宣传册。5 ． I’ll reconfirm the exact number one day before the activity. 活动的前一天我会把确切的人数重新加以确定。

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SEC 16 ． We need to use the banquet hall for five days for exhibition. 我们展会需要租用你们的宴会厅五天的时间。7 ． I would like to reserve rooms for the guests attending the convention. 我想为与会的客人预订一些房间。8 ． We need two hundred double rooms for our guests. 我们需要 200 套双人房。9 ． Is the meeting room equipped with good audio-visual stereo equipments? 请问这间会议室是否有配套的高级视听音箱设备 ?10. We need a spacious meeting hall with a good view of sea. 我们需要一间宽敞的，能够看到海景的会议室。

Part Three Writing-skillHow to Write an Invitation Card and Letter

Tips for reference If you need to write an invitation letter to some potential participants of an exhibition fair, the following details should be taken into considerations:

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1. State the occasion, date, time, and place. Include addresses and a map if necessary. 2. Mention if refreshments will be served. List any charges that may apply. 3. Offer a telephone number for RSVPs. 4. If there is a dress code, state the preferred dress in the lower left-hand comer of the card.5. Express that you are looking forward to seeing the person.6. Make sure you send out your invitations with ample advance notice.


Sample 1 Invitation Card

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The Organizers of ABC Company, Shanghai Branchrequest pleasure of your company

at the Opening Banquet on Sunday Setp.16 at 17:30 to 19:30.

Taking place in the Ballroom of Grand HotelAddress: No.10 Larry Road

10minutes walking distance from the Kentucky


Sample 2(1) Invitation Letter

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Dear Sirs/Madam: We hereby sincerely invite you and your company representatives to visit our booth at The Pazhyou Continental Exhibition Center in Guangzhou from April 5th to 10th 2006. We’re one of the manufacturers specialized in restaurant utensils and tableware, concluding cutlery, dishes, glassware and so on. Our new models offer superb design and their new features give them distinct advantages over similar products from other manufacturers.


Sample 2(2)

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It would be a great pleasure to meet you at the exhibition. We expect to establish long-term business relations with your company in future. Exhibition Center : The Continental Exhibition Center Booth Number : G-K128 G-K-101 Date : Apr 5th to 10th 2006 Best Regards Henry Black

General Manager


Please write an exhibition invitation letter on the following basis: Time ： From 9:00 a.m to 15:00 pm on Setember 1st; Place: The function hall on the 2nd floor of the Grand Hotel. You want to invite one of your company’s client George Smith to participate in the 2008 International Tourism Promotion Exhibition.

Writing Practice

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Part Four Exercises


There are many benefits to be derived from exhibiting at a show. Typically held on an annual or biannual basis, it is an exciting look-forward-to event: everyone is wondering what it will be like, who shall be there, what will be different and new, what may happen and so on. Just by being there, you can help to establish, change or maintain you reputation and status in the field. In many instances you almost have to be present to “keep up with the Joneses”. Your absence could be viewed—correctly or incorrectly—as a bad sign, possibly even of impending business failure.

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Part Four Exercises


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A: a public relations officer , B: a guestA: What can l do for you, sir?B: Our company is going (1) in the middle of December. We need a large hall for(2) a convention and several small meeting roomsfor(3) .A: We have a multi--function hall that can (4) 300 people.B: That’s fine!A: How many small meeting rooms do you need?B: Three. May I know the terms, please?A: 800 yuan RMB for (5) 500 yuan for each (6) per day.B: That's a1l right.

to hold an exhibition________________holding_______

discussions__________hold______

a large hall__________small meeting room________________

Part Four Exercises

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The convention business is very profitable for the hotel industry ． A convention guarantees a good occupancy rate for the hotel over a period of at least several days ． In addition ， the special exhibit and meeting areas are rented by the sponsoring organization for a fee, and the people attending the convention also generate more business in the hotel’s restaurants, bars and shops. For most people, in fact, a convention is a combination of business and pleasure．


Part Four Exercises

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SEC 1 There are many types of the exhibitions such as the trade exhibition, the private exhibition and so on. Not surprisingly, each particular type of exhibition has its own individual benefits to offer to exhibitors. And you can choose anyone you like for your product. By holding a large-scaled exhibition, you can help to establish, change or maintain your reception and status in the field.

Part Four Exercises

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SEC 1 (1) The convention business is very profitable for a hotel. (2) The hotel always gives preferential rates to guests who rent rooms on a long-term basis. (3) Mongolian hot pot is served only in a Mongolian yurt. (4) Hotel guests may take one--day trips offered by the hotel free of charge. (5) It is important that complaints should be followed up.

T（）T（）

F（）F（）

T（）

Part Four Exercises

A client goes to a hotel and talks to the front office manager , saying that he wants to reserve a large hall for a convention and 50 guest rooms for the delegates to the conventions, then tell the manager what are the specific requirements of the hall, such as its standard, the equipments, price, services available, etc. As the front office manager, you answer the clients questions and make sure you understand all the client’s need.

4. Role Play.

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Part Four Exercises

5. Translation.

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(1) 公关部主任照管饭店里客人的需要。

(2) 我们饭店为客人提供各种服务以及多种娱乐设施。

(3) 我们有个多功能大厅，可以用来开会，也可用来举行招待会。

The Public Relations Officer takes care of the guests' needs in the hotel. __________________________________________________________________________________________________________

Our hotel offers all kinds of services and many recreational facilities to the guests. __________________________________________________________________________________________________________

We have a multi--function hall, which can be used for holding a meeting as well as a reception. __________________________________________________________________________________________________________

Part Four Exercises

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SEC 1 (4) 我们欢迎客人提建议和意见。(5) 客人们对我们的服务是否满意？(6) 会议室的租金是每天人民币 800元。

Any suggestions and comments are always welcome. _____________________________________________________

Are the guests satisfied with our services? _____________________________________________________

The cost for a meeting room is 800 yuan RMB. _____________________________________________________


Is there a performance, travel service event, or meeting to which you want to invite people? Do you want to invite someone to speak at your meeting or conference? Whatever your event is, the following will help you write an effective invitation letter. For smaller, less formal events that include local guests or guests from nearby areas, you may only need to provide a few weeks' notice.If you are inviting someone to speak at a conference, your invitation should include the following information:

How to Invite Someone to Make a Speech at a Conference

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Transaction


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SEC 1 Name of the conference and the sponsoring organization; Date, time, place of the conference and speech; Type of audience; Type of speech, topic, and how long the speech should be; Any accommodations that will be made, including lodging, meals, and transportation; Name of the contact person along with phone numbers and addresses where that person can be contacted; Finally, articulate your pleasure at having the person speak at the meeting or conference.

Transaction

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