1. U NIT 2 Hotel Service

2. You 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.

3. Contents 1 Warming up 3 Reading and Writing 5 Culture Corner 6 My Progress Check 4 Extended Activities 2 Listening and Speaking

4. 4. No smoking. Listen and match. 1 1 Warming up 1. Be careful of the wet floor. 2. Do not disturb. 3. Be careful of the wet paint. 5. Fire emergency exit. 6. Danger! Electricity!

5. Listen and choose. Warming up 2 2 1. The guest falls over because ____. A. he is sleepy B. the floor is wet and slippery C. he is drunk 2. ____ hurts when he falls. A. His back B. His arm C. His leg       Key sentences 1. The floor is slippery. 2. Maybe you didn’t see the sign. 3. May I help you to the lift? Guest: Ouch!! Clerk: What’s 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. Maybe you didn’t 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: I’m much better now. Thank you.

6. Learn the words and expression. Listening and Speaking charge 收费 per 每 have a look at... 看一看 …… deposit 押金 1 1

7. Listen to the dialogue and repeat. Listening and Speaking Receptionist: Good morning. What can I do for you? Mr Pan: Morning. I'd like a double room with a double bed for three days. Receptionist: I'm very sorry, but we don't have such a room available. How about a double room with twin beds? Mr Pan: OK. What 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. I'll pay with my Visa card. Receptionist: Your room number is 1369 and here is your card key. Wish you a pleasant stay! 2 2

8. Answer the questions. Listening and Speaking 1. What room does Mr Pan want? 3 3 2. 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 of $ 600. 客人登记入住（ check in ）时，宾馆前台服务员要请 客人出示证件，填写登记表（ registration form ），缴 纳预付金（ deposit ），并把房卡或钥匙交给客人。 double room: （宾馆等的）双人间。单人间是 single room ，套间是 suite 。 double bed: 双人床。 twin beds 意思是 “ 两张单人床 ” 。 Notes:

9. Complete the sentences. Listening and Speaking fill in twin beds charge 1. How much did they ______ for the meal? 2.—I’d like a 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 at 4 4 charge twin beds fill in

10. Receptionist: Good morning. Can I help you? Mr Pan: I’d like to make a flight reservation to Boston on Sunday. Receptionist: 1)_______________________ Mr Pan: UA 802 in the morning. Receptionist: UA 802. OK. 2)__________________________ Mr Pan: One. Just an economy-class seat. What’s the fare? Receptionist: A single ticket is $ 500 for economy-class to Boston on the morning of 15 September. 3)________________ Mr Pan: That’s fine. Receptionist: 4)__________________________________ We can deliver the ticket 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 Speaking A. 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? 5 5 Which flight would you like? How many tickets do you need? It takes off at 9:30. May I have your name and room number?

11. Pair work. Complete the dialogue. Listening and Speaking 周六上午，宾馆服务员到 1369 房间给 Mr Pan 送他预订的机票。 Mr Pan: Clerk: Mr Pan: Clerk: Mr Pan: Good morning. Good morning, Mr Pan. Here is the plane ticket you booked. Thank you very much! You’re welcome. Please check to make sure this is the ticket you wanted. … 6 6 Mr Pan: Good morning. Clerk: Good morning, Mr Pan. Here is the plane ticket you booked. Mr Pan: Thank you very much! Clerk: You’re welcome. Please check to make sure this is the ticket you wanted. Mr Pan: OK. 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, that’s fine. Thank you so much. Clerk: My pleasure.  为客人预订机票 / 火车票时，一定要记 录客人的具体要求，如：航班号 / 车次、目 的地、日期、舱别 / 铺别、数量（ quantity ）， 并请客人核实。最后，要记录客人的姓名和 房间号，也可以请客人留下电话号码，以方 便联系。 Learning Tips

12. Learn the words and expressions. Reading and Writing power outage 停电 be sorry for... 因为 …… 抱歉 be busy doing 忙于做 look into 调查 cause 原因 relax 放松 solve a problem 解决问题 1 1

13. Mr Pan: Hello! This is Room 1369. There’s no electricity in my room. I’m in complete darkness now! What’s the matter? Receptionist: Please don’t worry. The whole building is having a power outage. We’re 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 don’t 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 Writing 2 2 1. What’s the matter with the whole building? 2. What does the receptionist ask Mr Pan to do? The whole building 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.

14. Complete the dialogue. 3 3 Reading and Writing ( 五分钟后, 服务员上门解释停电原因并道歉。 ) Mr Pan: Come in, please. Clerk: Excuse me, Mr Pan. 1)_____________________ ( 您没事儿吧？ ) Mr Pan: Yes, I’m fine. Clerk: 2)________________________________ ( 刚才发 生了停电事故，真是对不起。 ) Our electrician cut an electric wire by mistake. Now we have connected the wire. 3)_______________________ _________________________ ( 我们给您带来不便， 再一次表示歉意。 ) Mr Pan: That’s OK. Are you all right / OK? I’m sorry for the power outage just now. (We are) Sorry again for the inconvenience caused to you. 遇到紧急情况，服务员一定要冷静，并 安慰客人不要紧张，要听从工作人员的安排。 紧急情况解除后，服务员要诚恳地向客人解 释原因，并为因此给客人带来的不便 (inconvenience) 道歉。 Learning Tips

15. Listen and answer the questions. 1 1 Extended Activities （ Mr Pan 在宾馆前台结账，准备离开。） 1. What is Mr Pan doing? _______________________________________ 2. What can’t he find? _______________________________________ 3. How will the receptionist help him? _______________________________________ Mr Pan is checking out. He can’t find his watch. The receptionist will call the clerk on Floor 13. Mr Pan: Good afternoon. I’d like to check out. Room 1369. Receptionist: One moment, please. Room 1369. Mr Pan Wei. Three nights. Mr Pan: That’s right. Here’s the card key. Receptionist: Thank you. And here’s your bill. Mr Pan: Oh, wait, where’s my watch? I can’t find it. Receptionist: Don’t worry. When did you last see it? Mr Pan: Half an hour ago, in my room. Receptionist: OK, let me call the clerk on Floor 13.

16. Complete the dialogue. Extended Activities （这时，前台电话响了， 13 楼的服务员告诉前台服务员，在 1369 房 间捡到一块手表 …… ） 2 2 Receptionist:Hello. Reception. Can I help you? Clerk: This is the clerk on Floor 13. I just found a watch in Room 1369. Receptionist:That’s great… Receptionist:Hello. Reception. Can I help you? Clerk:This is the clerk on Floor 13. I just found a watch in Room 1369. Receptionist:That’s great. The guest in that room said he couldn’t find his watch. Will you please bring it down?  客人离开宾馆时，服务员应检查房内设 施是否齐全、有无损坏。此外，还要检查衣 柜、床头柜、抽屉等。如果发现客人遗忘的 物品，应立即设法通知客人，并在客人到来 之前妥善保管。 Learning Tips

17. Read the passage and choose the best answer. 3 3 Extended Activities Tips for Checking Out in a Hotel As you leave the hotel, double-check 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, don’t forget to ask the receptionist for your receipt. 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.

18. Read the passage and choose the best answer. 3 3 Extended Activities 1. If you leave something behind in the hotel, you should call ____ right away. A. your friend B. the front desk C. the clerk on that floor 2. You can get your ____ after paying the bill. A. receipt B. card key C. belongings       3. If you don’t want to involve a traffic jam, you’d better avoid checking out ____. A. in the early morning B. during rush-hour times C. in the deep night   

19. Complete the sentences. 4 4 Extended Activities （你是一名宾馆服务员，请帮忙完成如下几条宾馆员工准则。） 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 something a guest left in the hotel, you should ___________________________________ ________. greet / say hello to him / her to calm down and relax take down detailed information, such as the date, the number of tickets, the flight / express number, and ask for the guest’s name, room number and telephone number remind the guest to take all his / her belongings try to get in contact with him / her as soon as possible

20. Culture Corner 1. Which of the following accommodations would a student choose? Luxury 5-Star Hotels These are grand buildings usually located in places with beautiful scenery and convenient transport. Rooms are spacious and comfortable, with all types of services you can imagine. Of course, spending a night in such hotels can be very costly, but they are still a favourite with 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.

21. Culture Corner Youth Hostels Youth Hostels are usually neither big nor beautiful, but can be cosy and neat. You may have to share a room with three or more people. But it’s cheap, so such rooms are students’ first choice.

22. Culture Corner Motels Motels mainly serve guests who are on long car journeys. Therefore, they are nearly always located at the side of main highways. Motels are generally functional rather than attractive, so motel rooms are usually cheaper than hotel rooms.

23. My Progress Check Words I have learned in this unit are: Now I know ________ new words. More words I know in this unit are: _________________________________________________ Great! Now I know ________ useful phrases and expressions. More useful phrases and expressions I know in this unit are: _________________________________________________ □ per □ deposit □ cause □ charge □ have a look at... □ power outage □ be sorry for… □ be busy doing □ look into □ solve a problem Phrases and expressions I have learned in this unit are: □ relax

24. My Progress Check I can: □ help guests understand hotel instruction signs. □ help guests check in and check out in a hotel. What progress I have made! I’m happy. □ help guests deal with emergencies.