1、Unit TwoWords & Phrasesliaison n. 聯(lián)絡(luò)completion n. 完成，結(jié)束crucial adj. 決定性的accountable adj. 負(fù)有責(zé)任的，有說明義務(wù)的furnish v. 供應(yīng)，提供chart v. 圖示，開列reconciliation n. 和諧，一致folio n. （賬簿中的）頁reconciliation folio 對(duì)賬單statement n. 明細(xì)賬concierge n. (法)禮賓員objective n. 目的Words & Phrasesprocess v. 處理，辦理n. 過程inventory n. 財(cái)產(chǎn)目錄，存貨

2、清單retrieval n. （可）重新得到，（可）收回verify v. 檢驗(yàn)，核實(shí)payroll n. 發(fā)放的工資額Notes1.room status: refering to occupied status, on change status, out of order status.2.The Front Office provides guest information, charts room status, coordinates guest services, and monitors guest accounts. Many hotels have added the re

3、sponsibility of creating and maintaining a reliable guest history file to the functions assigned to the Front Office.3.The importance of the Front Office cant be over emphasized. 前廳部的重要性無論如何強(qiáng)調(diào)都不為過。.cant over.或 cant.too much.均強(qiáng)調(diào)“無論都不為過”。Notes4.Please read the following passage to further your underst

4、anding of the importance of the Front Office.First impressions are very important. If a guest begins a visit in a pleasant frame of mind because of the Front Office courtesy and service, the chances are excellent that he or she will favorably view the other hotel service. However, if the Front Offic

5、e err, delay, or be indifferent, and the guests dissatisfaction may spread to all aspects of his or her stay.5.no overbooking occurs. Overbooking occurs when the Reservations Department has accepted more reservations than there are rooms available.Notes6.a walk in guest: refers to a guest who has no

6、 advanced reservation before arriving at a hotel.7.advanced deposit: a sum of money paid in advance by a guest to ensure that the accommodation booked is held.8.no show: indicates the non arrival of a person who has booked a room and not cancelled.Notes9.Good morning. Shanghai Grand View Hotel. Rese

7、rvations. May I help you? Necessity, as much as courtesy, demands that the person answering the telephone should identify himself or herself. It is meaningless to say “Hello” or “Are you there?” The receptionist should always announce the name of his/her office, and an additional “Good morning”, “Good afternoon” or “Good evening” never comes amiss. The adding of the words “May I help you?” will give the impression of willingness to serve, which is all important in a hotel.Notes10.the States: 即“the United States”, 僅用于口語。11.single room: a room for one person. double room: a room for t