1、PARTTHE FRONT OFFICEINTRODUCTIONThe managers RemarksThe aim of a hotel is to create a home away from home for all the travelling guests who need rest, food and drink.The front office of a hotel is not only its “shop window” but also its “nerve center” .The front office staffs efficiency and personal

2、ity are of great importance to guests vacation or business, and indeed, the hotels operation itself are made or ruined.The front office staff seem to “do it all” - receive reservations, register guests, assign rooms, distribute baggage, store guests valuables, provide information, deliver mails and

3、messages, exchange foreign currencies, check room occupancies, check guests out and so on.In order to fulfil these tasks, the staff must have a neat and smart appearance, good manners, adaptability, knowledge of languages and a head for figures. The most important of all the qualities is a real liki

4、ng for people and a warm desire to help them.Besides, front desk staff should encourage and settle the guests complaints. That will soothe an unhappy guest and reveal the hotels problems so that the operation can be bettered.In short, all staff ought to remember that the hotel will enjoy greater fin

5、ancial success only with the greater satisfaction the guests receive from the “home away from home”.Word ListRemark n.陳述、言語Nerve n.神經Realization n.實現Operation n.經營Ruin .崩潰、毀滅Reservation n.預訂Register .登記、注冊Assign .分配、指定Baggage n.行李Distribute .分發Deliver .投遞、遞交Occupancy n.居住、占用Currency n.貨幣efficiency n

6、.效率personality n.個性smart .活潑的、精明的appearance n.外表good manners 彬彬有禮adaptability n.適應性figure n.數字settle .解決、安定complaint n.投訴、抱怨soothe .安撫reveal .顯示financial .財政的、財經的satisfaction n.滿意Useful ExpressionsNot only but also 不僅而且to seen to 似乎，好像a liking for 對喜愛So that 以便To check SB. Out 結某人的帳（以使之可離開旅館）in orde

7、r to 為了ought to 應當in short 簡言之，總而言之UNIT 1Room Reservations1-1 A long Distance call ReservationScene: Henry Bellow (B and Margaret Bellow (M, an American couple, are going to spend their Holidays in China. Now Mr. Bellow is making a reservation at Haitian Hotel in Shanghai through a long distance cal

8、l.Reservations (R: Shanghai Haitian Hotel. Reservation Desk. Can I help you?B: Im calling from New York. Id like to book a room in your hotel.R: What kind of room would you like, sir? We have single rooms, double rooms, suites and Deluxe suites in Japanese, British, Roman, French and presidential st

9、yles.B: A British suite, please.R: Would you like breakfast?B: No, thanks.R: Can you give me your name please, sir?B: Bellow. B-E-L-L-O-W.R: Thank you, Mr. Bellow. And your arrival and departure dates?B: From May 26th to May 29th.R: Very well, Mr. Bellow. British suite without breakfast from May 26t

10、h to May 29th. Am I Correct, Mr. Bellow?B: Yes, thank you.R: What time will you be arriving, Mr. Bellow?B: Around 5:00 p.m.R: All right. Youll be expected to be here then.B: Thats fine. Thank you, madam. Good-bye.R: Good-bye.1-2 A Group ReservationScene: The telephone rings. The Reservations (R answ

11、ers the phone.R: Reservations. May I help you?Client(C: Yes. The American People-to-people Education Delegation will be visiting Shanghai At the end of this month. Id like to book 10 double rooms with twin beds for five days.R: For which dates?C: For May 23rd, 24th, and 27th.R: One moment please, si

12、r.(The reservations check the list.Yes, we can confirm 10 rooms for five days.C: Thank you. Is there a special rate for a group reservation?R: Yes, there is a 10 per cent discount.C: Thats fine.R: By the way, how will they be getting to Shanghai? Will they be coming by air?C: Yes.R: Could you give m

13、e the flight number, please, in case the planes late?C: Oh, sorry. I dont know the flight number, but Ill let you know by phone tomorrow.R: Thank you, sir.C: Oh, yes. According to the program, theyll have a meeting on the 25th. Have you got a big? Conference hall?R: Yes, sir, we have a very nice mul

14、ti-function hall, but youll have to speak to the manager About that. Please hold on a moment and Ill see if I can put you through.1-3 A Local Call ReservationScene: The Reservations (R answers the phone as soon as it rings.R: Reception. Can I help you?Client (C: Id like to book a single room with sh

15、ower for Mr. George Smith. He plans to arrive On the 20th of this month.R: How long will he be staying?C: I dont know, but it could be anything from seven to tend.R: Then we can only confirm a room from the 20th to the 27th. Im afraid we wont be able to Guarantee him a room after the 27th. We usuall

16、y have high occupancies in the peak seasons.C: What if there isnt any room then?R: Dont worry, sir. We can either put him on a waiting list or find him a room in a nearby Hotel.C: Fine. How much do you charge for a single room with breakfast?R: For one night, the hotel cost would be 200 yuan. How wi

17、ll he be paying, sir?C: His company will cover all the expenses. Well send you a check right away.R: Thank you, sir.C: Thank you. Good-bye.Word ListReservation n.保留、預定Suite n.套房Roman .羅馬的Presidential .總統的Client n.顧客Confirm .進一步確定、證實Discount n.折扣Program n.議程、節目Reception n.接待，歡迎Expense n.花費、經費、費用charg

18、e .收費reservationist n.預訂處值班員deluxe n.豪華list n.表、目錄、名單rate n.價格等級flight n.飛行、航班conference n.會議guarantee .保證check n.支票Useful Expressionsto make a reservation 預訂to check in 登記by the way 順便in case 以防（萬一），假使according 根據、按照eitheror 或者或者right away 馬上、隨即UNIT 2At the reception Desk2-1 At the EntranceScene: A

19、 car pulls up in front of Huatian Hotel and a doorman (Dm goes forward to meet the guests, opening the door of the car for them .Dm: Good evening, sir and madam. Welcome to our hotel.Mr Bellow (B: Thanks. Good evening.Dm: (Opening the trunk out the baggage and looking at the name on the baggage tags

20、Im the doorman, Mr. Bellow. So you have got altogether four pieces of baggage?B: Er Maybe five, Margaret (M ?Dm: Five? Oh, sorry. Let me have a check again.M: Oh, no, Henry. Always poor memory! Weve got only four.B: I see.(To the doorman Sorry, boy. Youre right. Four pieces.Dm: Never mind, Mr. Bello

21、w. The Reception Deck is straight ahead.After you, please.B: Yes, thank you.2-2 The RegistrationScene: Mr. Bellow (B checks in at the Reception Desk.Receptionist (R: Good evening. What can I do for you, sir?B: I booked a twin-bed room with bath three weeks ago.Im Henry Bellow.R: Just a moment, pleas

22、e, Mr. Bellow. Ill check the arrival list. Sorry to have kept you waiting, sir. Yes, you have reserved a British suite from today to the 29th.B: Yes, exactly.R: Could I see your passports, please? (Checking the passports and giving them backThank you, sir. And would you mind filling in the registrat

23、ion form?B: Ill take care of it. (Filling out the formHere you are. Is it all right?R: Yes, thanks. How are you going to pay, in cash or by credit card?B: Could I pay with travellers checks?R: Certainly. Heres the key to Room 908. Please keep it.And the bellman will show you up.(A bellman comes over

24、.Have a nice evening, sir. And enjoy your stay.B: Thank you.2-3 Receiving a Walk-in GuestScene: A gentleman steps in, trying to find a room for the night.Receptionist(R: Good afternoon, sir. May I help you?Client(C: Yes, please. I've just arrived from Hong Kong.Could you let me have a room for t

25、his evening?R: Have you made a reservation, sir?C: Im afraid not.R: How many people do you have, please?C: Just one. Im alone.R: Just a moment, please. I have to check if theres a room available. Oh, sorry, Sir.All the rooms are booked up. But I think well be able to arrange for a room after six ocl

26、ock this evening. If you need a room right now, would you like me to get in touch with somewhere else for you?C: No, thanks. I should say I prefer to stay here. A friend of mine highly recommended your hotel to me. Ill just wait here till six.R: You are welcome, sir. Perhaps you might feel more comf

27、ortable to rest in our lobby after a tiring journey. And if you need any help, do let us know.C: Thank you. No problem.Word ListDoorman. 門衛人員Tag n.標簽registration n.登記、注冊receptionist n.接待員bellman n.應接員prefer v.喜歡recommend v.推薦、介紹、建議tiring a.使疲勞的trunk n.行李箱（汽車）baggage n.行李cash n.現金、現款credit n.信用貸款avai

28、lable a.可得到的highly ad.高度的lobby n.(劇院、旅館等的）門廊、門廳Useful Expressionsto pull up （使）停下to have a check 檢查、復核to fill in (out 填寫、填好to take care of 留心to show sb. Up 領某人上樓to be booked up 預訂完了to get in touch with 與取得聯系to recommend to 向推薦p UNIT 3 pspanThe Bellman pspan3-1 Carrying Baggage Scene: The bellman (Bm

29、 does service for the Bellows.Bm : Good evening ,madam and sir.Im the bellman.Mr Bellow(B&.Mrs Bellow(M,Good evening.Bm: Very glad to have you here. Ill get the baggage up to your room.B&m: Thank you.Bm: Let me carry your baggage. Are these all yours?M: Four pieces, Henry?B: Yes.(LaughsBm: A

30、llow me, madam.(Mr. Bellow tries carry one of the suitcases up to the baggage cart.Bm: Oh, leave it to me, Ill do that for you.B: Thanks.Bm: Its my pleasure. This way, please.(They are going to the elevator entrance.Here we are. Please take this elevator to the ninth floor. The floor attendant will

31、meet you at your elevator entrance there and show you to Room 908.Ill take the baggage elevator and get your suitcases up to the room.p B: Very good. See you then.p Bm: See you. 3-2 Introducing Hotel Servicesp Scene: The Bellman (Bm escorts a lady (L to her suite along the corridor. Bm: This way, pl

32、ease. Room 308 is at the end of the long corridor.L: Oh, marvellous! The corridor looks lovely, so quiet and well decorated! Beautiful indeed!Bm: Im glad that you like it. And Im sure youll like your room.too.All our rooms are spacious and airy.L: Good.By the way, could you tell me about your hotel

33、services?Bm: Certainly, madam. Our hotel is a first-rate hotel and chosen as the favourite place to stay in by VIPs, official guests and businessmen from many countries. There are over 300 rooms of international standard, including single rooms, double rooms and suites. There are four p spacious Chi

34、nese restaurants deluxe Western-style restaurant, large and small banquet halls bar, a 24-hour cafe and an indoor patio with drinks.L: How about other services?Bm: Also available are a beauty salon, a barbershop, a souvenir shopL: Have you got an indoor swimming pool here?Bm: Yes, its on the first f

35、loor. And weve got a billiard room and bowling room as Well. They ready to serve the guests at their convenience.L: Id like to have a brochure of your hotel. Where could I get one?Bm: You can take one from Reception Desk.If you dont mind, Ill come up again and bring you one.L: Oh, good. Thats very k

36、ind of you.Bm: Not at all. Im always at your service.Make up roomStaff : Good afternoon, Mrs Anderson. Can I clean your room now?Guest: Could you please come back again. Im tied up at the moment. Ive some visitorsStaff : All right, no problem. When do you need me to come back?Guest: How about 6:00.

37、is that all right?Staff : Sorry, Ill be off then. Ill finish working at 5:30., but dont worry. One of my colleagues will come.Guest: OKStaff : By the way, do you need an adapter?Guest: Yes, I did ask for oneStaff : Here you are. Ive got it for youGuest: Thank youStaff : Not at all.客人打DNDGuest : Good

38、 afternoon. Smith speakingAttendant : Good afternoon sir. This is Nicole speaking from the Housekeeping Department.Im terribly sorry to disturb you, but when can we clean your room? Guest : Why do you ask? Is there a problem?Attendant : Well, your DND sign is still on your door.Guest : Is it? Im sor

39、ry. I forgot to take it of the door knob. You can come whenever you want.Attendant : Oh. Thank you very much.開夜床服務：Attendant: Good evening, may I come in for turn down service?Guest: Yes, come in please.Attendant: Is there anything else I can do for you?Guest: Yes, I would like a few more towels.Att

40、endant: Sure. Just a moment. I will go and get them at once.Here you are, sir. Guest: Thank you very much.Attendant: Youre welcome.Guest: Good night.Attendant: Good night.收取客衣：Attendant : Good afternoon. Laundry service. May I help you?Guest : Good afternoon. This is Mr. Morris speaking. I just chec

41、ked-in and Ill have a meeting in a few hours, but my suite is folded. Can I have it pressed?Attendant : That is no problem, sir. You need it within a few hours?Guest : Well, Id rather have it within an hour.Attendant : OK, but there is a surcharge fro express service.Guest : I know, but that is fine

42、 with me. I need it to be pressedAttendant : All right. I will send someone to pick it up in a few minutes.Guest : I wont be in my room then because I have to leave right away. Ill put my suite on the doorAttendant : What is your room number, sir?Guest : My room number is 318送回客衣：Attendant : Good ev

43、ening. Laundry office. May I help you?Guest : Good evening. This is Ms. Taylor in room 548. Today I had my laundry done, but I think it has not been returned.Attendant : That is strange, because weve already returned all the laundry.Whick items did you have as laundry?Guest : Well, in fact it was no

44、t laundry. I had two slacks and a jacket for dry cleaning.Attendant : Aha. Did you check your wardrobe. Because normally we hang it back there.Guest : No. I did not. One moment, Ill check it. They are back. Sorry for bothering you. Attendant : No problem at all, Ms Taylor. Good night.尋找客衣：Guest: Hel

45、lo, Madam. Theyve just returned my laundry but Im missing a pair of socks.Attendant: Oh, Im sorry. Can you tell me what colour your socks are? Then Ill see if I can find them.Guest: My socks are blue with greenAttendant: Blue with green. One moment please.Hello, sir. I found two pairs of blue with g

46、reen socks. Both with a different room number.Guest: Well, my room number is 465.Attendant: 465. Well, then I have your socks here too. Ill send them to your room as soon as possible.Guest: Thank you very much.Attendant: Youre welcome, and dory again.3-3 Ticket-booking ServiceScene: At the Bell Capt

47、ains Disk (BC, the Bellows try to make a flight reservation.BC: Good morning. May I help you?Mr. Bellow (B: Yes, Id like to fly to Guilin on Saturday.Could you book tickets for me?BC: You have to book the tickets five days in advance.Now its the busy season for travelling, you know.Sorry to say all

48、the tickets are booked up.B: No tickets! What luck! But I BC: I wonder if youd consider going there by train instead. You can have train tickets and theyre much cheaper. actually.B: Well, it seems well have to take the train.BC: What time would you like to leave?B: At noon, if possible.BC: How many

49、tickets do you need?B: Two soft berths, please.BC: (Looking at the timetableWill 2:15 be all right?B: Yes, thatll be fine.BC: Just a moment, while I call the station.(After the callIm sorry, there arent any more seats left on the 2:15 train, but there is a train leaving onSaturday morning. Thats No.

50、79 special express. It will leave at 7 a.m. What do you think of it, sir?B: Well, I suppose Ill have to take that one. My name is Henry Bellow. And heres the money for booking.BC: I wish you a wonderful trip to Guilin.B: Thank you. They say Guilin leads the world in beautiful scenery. To tell the tr

51、uth, my wife has been dying to go there.Mrs. Bellow (M: (Appearing and so have you.Word listSuitcase n.衣箱Cart n. 小推車Entrance n. 入口處Attendant n. 侍者、服務員Corridor n. 走廊、通路Decorate v.裝飾Airy a. 通風的Favourite a. 特別喜愛的Standard n.標準、規格Banquet n. 宴會、盛宴Patio n. 院子（連屋）室外就餐處Brochure n.小冊子Consider v.考慮Timetable n.

52、 時刻表Suppose v. 假定、猜想Elevator n. 電梯Duty n. 責任Service n. 服務Choose v. 挑選、選擇Spacious a. 廣闊的、寬敞的Souvenir n. 紀念品Official a. 官方的、公務上的Restaurant n. 飯店、餐館Indoor a. 室內的Salon n.沙龍、美容室Convenience n. 便利、方便Instead ad. 代替Trip n. 旅程Useful ExpressionsTo do service forTo leave to To escort to At the end ofAt ones con

53、venienceAs wellIn advanceIf possibleTo think ofTo tell the truthTo be dying to do sth為服務，效勞把留給陪同去在的盡頭在方便時也預先如果可能的話想到說實話，老實說迫不及待（干某事）UNIT 4At the Information Desk4-1 Mail ServiceScene: Mr. Bellow (B is going to the Information Desk with a letter in his hand.Receptionist(R: Good aftrenoon, sir.2、當做分部、

54、分項施工作業安全交底時,應填寫“分部、分項工程名稱”欄；3、交底提要應根據交底內容把交底重要內容寫上。安全技術交底表C2-1編 號工程名稱交底日期年 月 日施工單位分項工程名稱油 漆 作 業交底提要交底內容： 15.腳手架搭設應符合現行地方標準。腳手架上置物重量不得超過規定荷載，腳手板應固定，不得有探頭板；16.施工中使用油漆、稀料等易燃物品時，應限額領料。禁止交叉作業；禁止在作業場分裝、調料；17.油工施工前，應將易弄臟部位用塑料布、水泥袋或油氈紙遮擋蓋好，不得把白灰漿、油漆、膩子灑到地上，沾到門窗、玻璃和墻上；18.從事有機溶劑、腐蝕和其他損壞皮膚的作業人員，應使用橡皮或塑料專用手套，不能

55、用粉塵過濾器代替防毒過濾器，因為有機溶劑蒸氣，可以直接通過粉塵過濾器等；19.作業的人員注意的事項：1）嚴禁從高處向下方投擲或者從低處向高處投擲物料、工具；2）清理樓內物料時，應設溜槽或使用垃圾桶或垃圾袋；3）手持工具和零星物料應隨手放在工具袋內；4）安裝或更換玻璃要有防止玻璃墜落措施，嚴禁住下扔碎玻璃。20.漆材料（汽油、漆料、稀料）應單獨存放在專用庫房內，不得與其他材料混放庫房應通風良好。易揮發的汽油、稀料應裝入密閉容器中，嚴禁在庫內吸煙和使用明火，照明燈具必須防爆，施工現場嚴禁吸煙，使用任何明火和可導致引起火災的電器設備。并有專職消防員在現場監察旁站，現場設置足夠的消防器材，確保滿足滅火要求；21.油漆涂料的配置應遵守以下規定：1）調制油漆應在通風良好的房間內進行。調制有害油漆涂料時，應戴好防毒口罩、護目鏡，穿好與之相適應的個人防護用