1、UNIT 2Hotel ServiceYou will be able to:1. help guests check in and check out in a hotel.2. help guests understand hotel instruction signs.3. help guests deal with emergencies.Contents1Warming up3Reading and Writing5Culture Corner6My Progress Check4Extended Activities2Listening and Speaking4. No smok

2、ing.Listen and match. 1Warming up1. Be careful of the wet floor.2. Do not disturb.3. Be careful of the wet paint.5. Fire emergency exit.6. Danger! Electricity!Listen and choose.Warming up21. The guest falls over because _.A. he is sleepyB. the floor is wet and slipperyC. he is drunk2. _ hurts when h

3、e falls.A. His backB. His armC. His legPOOOOPKey sentences1. The floor is slippery.2. Maybe you didnt see the sign.3. May I help you to the lift?Guest: Ouch!Clerk: Whats wrong? Oh, are you OK, sir? Let me help you!Guest: Thanks! My leg hurts a little. The floor is slippery.Clerk: Sorry about that. M

4、aybe you didnt see the sign Caution: Wet floor. Guest: Oh, I see it now. I should have been more attentive.Clerk: How are you feeling now? May I help you to the lift?Guest: Im much better now. Thank you. Learn the words and expression.Listening and Speakingcharge 收費(fèi)per 每have a look at. 看一看deposit 押金

5、1Listen to the dialogue and repeat.Listening and SpeakingReceptionist: Good morning. What can I do for you?Mr Pan: Morning. Id like a double room with a double bed for three days.Receptionist: Im very sorry, but we dont have such a room available. How about a double room with twin beds?Mr Pan: OK. W

6、hat is the room rate?Receptionist: $ 200 per night. May I have a look at your passports? And please fill in this form.Mr Pan: Here you are.(a minute later)Receptionist: Thank you. Could you please leave a deposit of $ 600?Mr Pan: OK. Ill pay with my Visa card.Receptionist: Your room number is 1369 a

7、nd here is your card key. Wish you a pleasant stay!2Answer the questions.Listening and Speaking1. What room does Mr Pan want?32. What room will he stay in?3. How much does he leave for deposit?He wants a double room with a double bed.He will stay in a double room with twin beds.He leaves a deposit o

8、f $ 600.客人登記入?。╟heck in）時(shí)，賓館前臺(tái)服務(wù)員要請(qǐng)客人出示證件，填寫(xiě)登記表（registration form），繳納預(yù)付金（deposit），并把房卡或鑰匙交給客人。 double room:（賓館等的）雙人間。單人間是single room，套間是suite。double bed: 雙人床。twin beds 意思是“兩張單人床”。Notes:Complete the sentences.Listening and Speakingfill intwin bedscharge1. How much did they _ for the meal?2. Id like a

9、 double room for tonight, please. Would you like a room with _ or a double bed?3. May I _ your ID card?4. Please _ this form and then give it to me.have a look at4have a look atchargetwin bedsfill inReceptionist: Good morning. Can I help you?Mr Pan: Id like to make a flight reservation to Boston on

10、Sunday.Receptionist: 1)_Mr Pan: UA 802 in the morning.Receptionist: UA 802. OK. 2)_Mr Pan: One. Just an economy-class seat. Whats the fare?Receptionist: A single ticket is $ 500 for economy-class to Boston on the morning of 15 September. 3)_Mr Pan: Thats fine.Receptionist: 4)_ We can deliver the tic

11、ket to your room on Saturday morning.Mr Pan: Pan Wei. Room 1369. Thank you very much.Receptionist: My pleasure.Listen and complete the dialogue.Listening and SpeakingA. May I have your name and room number?B. How many tickets do you need?D. It takes off at 9:30.C. Which flight would you like?5Which

12、flight would you like?How many tickets do you need?It takes off at 9:30.May I have your name and room number?Pair work. Complete the dialogue.Listening and Speaking周六上午，賓館服務(wù)員到 1369 房間給 Mr Pan 送他預(yù)訂的機(jī)票。Mr Pan:Clerk:Mr Pan:Clerk:Mr Pan:Good morning.Good morning, Mr Pan. Here is the plane ticket you boo

13、ked.Thank you very much!Youre welcome. Please check to make sure this is the ticket you wanted.6Mr Pan: Good morning.Clerk: Good morning, Mr Pan. Here is the plane ticket you booked.Mr Pan: Thank you very much!Clerk: Youre welcome. Please check to make sure this is the ticket you wanted.Mr Pan: OK.

14、Let me see. UA 802 to Boston, an economy-class seat. But where is the date?Clerk: There it is. The date of flight is 15 September. It takes off at 9:30 am.Mr Pan: Oh, thats fine. Thank you so much.Clerk: My pleasure.為客人預(yù)訂機(jī)票/ 火車票時(shí)，一定要記錄客人的具體要求，如：航班號(hào)/ 車次、目的地、日期、艙別/ 鋪別、數(shù)量（quantity），并請(qǐng)客人核實(shí)。最后，要記錄客人的姓名和房

15、間號(hào)，也可以請(qǐng)客人留下電話號(hào)碼，以方便聯(lián)系。Learning TipsLearn the words and expressions.Reading and Writingpower outage 停電be sorry for. 因?yàn)楸竍e busy doing 忙于做look into 調(diào)查cause 原因relax 放松solve a problem 解決問(wèn)題1Mr Pan: Hello! This is Room 1369. Theres no electricity in my room. Im in complete darkness now! Whats the matter?R

16、eceptionist: Please dont worry. The whole building is having a power outage. Were very sorry for this. Our electricians are busy looking into the cause of the accident.Mr Pan: What should we do for now?Receptionist: Calm down and relax. You will be very safe in your room, so please wait there and do

17、nt walk around. We will solve the problem as soon as possible.Mr Pan: OK. Thank you!Receptionist: Thank you for your patience.Read the dialogue with these questions in mind.Reading and Writing21. Whats the matter with the whole building?2. What does the receptionist ask Mr Pan to do?The whole buildi

18、ng is having a power outage.The receptionist asks Mr Pan to calm down and relax. She also asks him to wait there and not to walk around.Complete the dialogue.3Reading and Writing( 五分鐘后, 服務(wù)員上門解釋停電原因并道歉。)Mr Pan: Come in, please.Clerk: Excuse me, Mr Pan. 1)_ (您沒(méi)事兒吧？)Mr Pan: Yes, Im fine.Clerk: 2)_ ( 剛才

19、發(fā)生了停電事故，真是對(duì)不起。) Our electrician cut an electric wire by mistake. Now we have connected the wire. 3)_ _ ( 我們給您帶來(lái)不便，再一次表示歉意。)Mr Pan: Thats OK.Are you all right / OK? Im sorry for the power outage just now. (We are) Sorry again for the inconvenience caused to you.Listen and answer the questions.1Extend

20、ed Activities（Mr Pan 在賓館前臺(tái)結(jié)賬，準(zhǔn)備離開(kāi)。）1. What is Mr Pan doing?_2. What cant he find?_3. How will the receptionist help him?_Mr Pan is checking out.He cant find his watch.The receptionist will call the clerk on Floor 13.Complete the dialogue.Extended Activities（這時(shí)，前臺(tái)電話響了，13 樓的服務(wù)員告訴前臺(tái)服務(wù)員，在1369 房間撿到一塊手表）2

21、Receptionist:Hello. Reception. Can I help you?Clerk:This is the clerk on Floor 13. I just found a watch in Room 1369.Receptionist:Thats greatReceptionist: Hello. Reception. Can I help you?Clerk: This is the clerk on Floor 13. I just found a watch in Room 1369.Receptionist: Thats great. The guest in

22、that room said he couldnt find his watch. Will you please bring it down? 客人離開(kāi)賓館時(shí)，服務(wù)員應(yīng)檢查房?jī)?nèi)設(shè)施是否齊全、有無(wú)損壞。此外，還要檢查衣柜、床頭柜、抽屜等。如果發(fā)現(xiàn)客人遺忘的物品，應(yīng)立即設(shè)法通知客人，并在客人到來(lái)之前妥善保管。Learning TipsRead the passage and choose the best answer.3Extended ActivitiesTips for Checking Out in a Hotel As you leave the hotel, double-check

23、 the safe, drawers, bedside tables and any other places where you may have left your belongings. If you later find you have left something behind in the hotel, call the front desk right away to ask the staff to keep it for you. After paying the bill, dont forget to ask the receptionist for your rece

24、ipt. If possible, try to avoid checking out during rush-hour times so that you can easily get a taxi to the airport or train station, and avoid a traffic jam.Read the passage and choose the best answer.3Extended Activities1. If you leave something behind in the hotel, you should call _ right away.A.

25、 your friendB. the front deskC. the clerk on that floor2. You can get your _ after paying the bill.A. receiptB. card keyC. belongingsPOOOPO3. If you dont want to involve a traffic jam, youd better avoid checking out _.A. in the early morningB. during rush-hour timesC. in the deep nightPOOComplete th

26、e sentences.4Extended Activities（你是一名賓館服務(wù)員，請(qǐng)幫忙完成如下幾條賓館員工準(zhǔn)則。）1. When you see a guest, you should _ _.2. In case of emergency, you should ask guests _ _.3. When a guest is reserving a plane / train ticket, you should _ _ _ _.4. When a guest is leaving the hotel, you should _ _.5. When you find somethi

27、ng a guest left in the hotel, you should _ _.greet / say hello to him / herto calm down and relaxtake down detailed information, such as the date, the number of tickets, the flight / express number, and ask for the guests name, room number and telephone numberremind the guest to take all his / her b

28、elongingstry to get in contact with him / her as soon as possibleCulture Corner1. Which of the following accommodations would a student choose?Luxury 5-Star HotelsThese are grand buildings usually located in places with beautiful scenery and convenient transport. Rooms are spacious and comfortable,

29、with all types of services you can imagine. Of course, spending a night in such hotels can be very costly, but they a r e s t i l l a f a v o u r i t e w i t h businesspeople.2. Which is a good choice for people who drive cars?A student would choose a youth hostel during his trip.A motel is a good choice for people who travel by car.Culture CornerYouth HostelsYouth Hostels are usually neither big nor beautiful,