《酒店英語》實驗課程指導書實驗項目一

RoomReservations

預定客房

（6學時）一、實驗目的了解前廳服務重要性和作用。掌握預訂服務在酒店經營中的重要性和作用。了解和掌握預定服務的來源（公司客戶、團體客戶、休閑客戶和散客）、預定類型（臨時性、確定性和保證性預定）的相關常用英語表達和慣用語。明確自己的工作職責，掌握客房類型的相關術語和表達。二、實驗原理或方法、手段講授、任務型教學三、主要儀器設備及耗材前廳服務工作臺、電腦、電話、模擬訓練相關資料等。四、學生課前準備事項1、對前廳服務過程做基本的了解。2、了解和掌握預定服務的相關常用英語表達和慣用語。五、實驗內容及步驟Room

Reservation

預定客房1、掌握電話預定、團體預定、門市預定和散客預定、取消或修訂

預訂等電話服務用語，熟悉預訂服務特有的詞匯和表達法，掌

握客房類型的相關術語和表達。2、呈現相關的詞匯和表達法，由學生分別進行角色扮演。

1.

AGroupReservationScene

1:Supposeyouareatourguide,you

arecallingtotheGreatWallHotelin

Hangzhou

tomakeagroupreservationfortheguestsfromTheUnitedStates.Tips:

1.

Yourgrouphas30peopleandyouwanttoreserve15twin-bedroomswithabath

2.

ThetimeisAugst20to24

3.YouneedtohaveameetingontheafternoonofAugust23,from3:00p.m.to5:00p.m.

2.

AnFitReservationScene

2:

Supposeyouare

Mrs.

Houston

,youwillmakeareservation

inahotel

byphone.

Youare

callingtotheShanghaiInternationalHoteltomakearoomreservation

fromOctober16th

to20th.

Thereceptionist

answersyourphoneandhelpsyoureserve.

Tips:

1.Youneedasingleroomwithshower.

2.Theroomrateis300-500

YuanRAM.

3.

Youneedpayadeposit.

4.Youneedpickupserviceattheairport.5.Yourarrivaltimeanddeparturetime.3.

RevisingtheResevationScene

3:

SupposeyouareJackWilson,

thesecretaryoftheHuaXiaTrading

Company.You

havebookedtworoomsfromOct.12to14forMr.andMrs.Smith

and

theirtwochildreninKaiBinHotel.YouwillcalltotheFrontOfficetorevise

yourreservation.

Tips：1.

Changetwodeluxedoubles

toone

fortheSmithsfromOct.14to18

becauseoftheirchildren’sabsence.

2.

IfpossibleTheSmithswantto

upgradeasuit.TheywanttohaveaSpanishsuite.UsefulExpressionsWhatkindofroomwouldyoulike

(prefer)?

2.

Whatkindofroomwouldyoulike?Wehavesinglerooms,doublerooms,

standard

rooms,suitesanddeluxesuites.3.

WedohavesuitesinBritish,French,Spanish,Japaneseandpresidentialstyle,Whichdoyouprefer?4.

Doyougiveanydiscount?5.Adoubleroomwithafrontviewis140USdollarspernight6.Adoubleroomwitharearviewis115USdollarspernight

7.

Couldyoutellmeunderwhosenamewasthereservationmade?8.MayIhaveyournameandphonenumbers,please?9.Howlongwillyoubestaying?10.Wouldyoupleasefillinthisregistration

form,sir?11.Doyouhaveanyvacancies(vacantrooms)?12.I’mverysorrywehavenoroomavailable.ButIcanrecommendyouanotherhotelhere.13.Wewon’tbeabletoguaranteeyouaroomfor...(date)14.Asingleroomis

US$80pernight,witha15%servicecharge.15.Weoffer10%discountforgroupreservation.16.Whatcreditcarddoyouholding,sir?17.

CanIpaywithtraveller’scheques?18.

YouhavetochangetheUSdollarsintoRMBattheexchangecounteroverthere.19.Thecreditlimitbythevisacardofficeis

$10,000,

weneedtheirpermissionto

extendcreditovertheamount.Wouldyouliketopaydifferenceincash？20.

Iwouldliketoconfirmyourreservation.Adoubleroomwithbath

from

September30th

toOctober3rd.Isthatright?六、實驗注意事項實訓過程中，學生應遵守相關教學制度。教學道具不得帶離教學現場，如若造成教學設備的損壞以及教學道具遺失的需照價賠償。

實驗項目二

Checkin

登記入住

（4學時）一、實驗目的掌握登記入住服務在酒店經營中的重要性和作用。了解登記入住的程序，掌握預定入住客人的入住程序（包括團體入住和貴賓入?。?，處理有客房時的散客入住程序以及未有客房時對散客的服務操作程序。明確自己的工作職責：安排入住客人的房間、發放房間鑰匙；聯系行李部把客人行李運送至房間；登記客人叫早服務、交通安排以及其他的要求；處理客人投訴。掌握各種不同的房價類型的相關常用英語表達和慣用語。二、實驗原理或方法、手段講授、任務型教學三、主要儀器設備及耗材前廳服務工作臺、電腦、電話、模擬訓練相關資料等。四、學生課前準備事項對登記入住服務過程做基本的了解。了解和掌握登記入住服務的相關常用英語表達和慣用語。五、實驗內容及步驟

Checkin

登記入住1、分別對如何接待預定入住客人的入住程序（包括團體入住

和貴賓入住），有客房時的散客入住程序以及未有客房時對散客的服務操作程序進行訓練，掌握其不同的基本工作程序，

掌握客人登記入住服務特有的詞匯和表達法，掌握不同的房

價類型的相關術語和表達。2、呈現相關的詞匯和表達法，由學生分別進行角色扮演。CheckinginfortheGuestwithaReservationScene

1:

Supposeyouarea

receptionist,you

are

receiving

Mr.Smith

’scheckingin

atthereceptiondesk

inthehotel.Hehasmadeareservation

fromTheUnitedStates.Tips:

1.

Mr.Smith

has

reserved

adouble

room

withabath

fromJan.8th

to12th

2.

Mr.Smith

wantstochangea

doubleroomwithafrontview

fora

doubleroomwitharearview

3.

fillouttheregistrationform,includingname,address,nationality,passport

number,signatureanddateofdeparture.CheckinginforaGroupScene

2:

Supposeyouare

atourguide,you

havemade

areservation

fromJuly15th

to18th

foragroupof

20people

inahotel

byphone.

Nowyouare

checkinginforthegroup.

Thereceptionist

isreceiving

you.

Tips:

1.

Youshowthenamelistwiththegroupvisa.2.You

have

10twinrooms

withshowerfor

July15th

to18th

3.Theroomrateis300

YuanRAM

pernight.

4.

Youneed

morning-callservicesat7:00tomorrowmorning.

5.Youtaketheroomcardand

thevouvhersfor

breakfastservedattheSpringHallonthesecondfloor.3.

ReceivingaWalk-inGuestScene

3:

SupposeyouareJackWilson,

you

cometo

KaiBinHotelto

have

a

singleroomforsix

nightsfromDec.

5th

to

10th

.

Thereceptionistreceivesyou.Tips：1.

Youhaven’tmadeareservation,butyouwanttohaveasingleroomwith

bathforsix

nights

fromDec.5th

to

10th.

2.

Youdon’twanttohaveonefacingthestreetbecauseyouwanttohaveasoundsleep.

3.

theroomrateis580RMBpernight

4.Youaskthereceptionistwhethertheyhaveanydiscountforalongstay.UsefulExpressions1.Whatkindofroomwouldyoulike

(prefer)?

2.

Whatkindofroomwouldyoulike?Wehavesinglerooms,doublerooms,

standard

rooms,suitesanddeluxesuites.3.Adoubleroomwithafrontviewis140USdollarspernight4.Adoubleroomwitharearviewis115USdollarspernight

5.

Couldyoutellmeunderwhosenamewasthereservationmade?7.MayIhaveyournameandphonenumbers,please?8.Howlongwillyoubestaying?9.Howlongwouldyouliketoextendyourstay?10.Haveyougotagroupvisa?11.Couldyougivemeyourpassportandfillinthis

registration

form,sir?12.Wouldyoupleasefillinthisregistration

form,sir?13.Thebellmenwillsendyourbaggagetoyourrooms..14.

Doyouhaveanyvacancies(vacantrooms)?15.

I’mverysorrywehavenoroomavailable.ButIcanrecommendyouanotherhotelhere.16.Wewon’tbeabletoguaranteeyouaroomfor...(date)17.Asingleroomis

US$80pernight,witha15%servicecharge18.Weoffer10%discountfor

a

groupreservation.19.

Whatcreditcardare

youholding,sir?20.

CanIpaywithtraveller’scheques?21.

YouhavetochangetheUSdollarsintoRMBattheexchangecounteroverthere.22.Thecreditlimitbythevisacardofficeis

$10,000,

weneedtheirpermissiontoextendcreditovertheamount.Wouldyouliketopaydifferenceincash？六、實驗注意事項實訓過程中，學生應遵守相關教學制度。教學道具不得帶離教學現場，如若造成教學設備的損壞以及教學道具遺失的需照價賠償。

實驗項目三

Checkout

結賬

（4學時）一、實驗目的1、掌握酒店結賬的工作程序（包括離店結賬、餐廳用餐結賬、康樂部消費結賬），核對賬單費用，避免計算錯誤，了解不同的賬單支付方式。2、明確自己的工作職責，如客人對費用有異議時，應能有禮貌地解釋賬單費用，并及時與收銀員聯系解決。3、能熟練運用結賬相關的常用英語表達和慣用語。二、實驗原理或方法、手段講授、任務型教學三、主要儀器設備及耗材前廳服務工作臺、電腦、電話、模擬訓練相關資料等。四、學生課前準備事項對結賬服務過程做基本的了解。了解和掌握結賬服務的相關常用英語表達和慣用語。五、實驗內容及步驟Checkout

結賬1、分別對如何離店結賬、餐廳用餐結賬、康樂部消費結賬等服務操作程序進行訓練，掌握其不同的基本工作程序，掌握結賬服務特有的詞匯和表達法，掌握不同支付方式的相關術語和表達。2、呈現相關的詞匯和表達法，由學生分別進行角色扮演Checkingout

for

BillintheHotelScene

1:

Supposeyouare

Mr.Smith,youcometo

thereceptiondesktopay

your

billinthehotel.Tips:

1.

Yourroomandroomnumber

2.

Youhaveusedsomehotelservices,suchasthemini-bar,drinkingtwobottleofbeer

3.

Yourbilltotals880RMB.Youdon’thaveenougecash.Youwanttopaywithtravela’scheck.4.Youcheckthebillandask

What

the20Yuan

is

for.PayingincashScene

2:

JackandFrankhavedinnerinarestaurant.AftertheirdinnerJackpaysthebill,andthewaitersaysthattheyonlyacceptcashpayment

.

Tips:

1.

Whentheycometotherestaurant,alltablesarefullyreserved.

Theywaitforhalfanhour.2.

Theyhavesomedeliciouschinesefood-

Mapobeancurd,water-cookedfish,double

–cookedpork,

vegetables3.

Theywantabottleoforangejuiceandtwobottleofgingerbeer

3.The

billtotals

300

YuanRAM.

4.

Jackwantstopaywithcreditcard,butthewaitersaysthattheyonlyacceptcashpayment.

UsefulExpressionsGoodmorning，FrontOfficeCashier’s，canIhelpyou？Goodmorning，sir.MayIbeofservice？3.

Areyoucheckingouttoday，MissEvans？4.

Wouldyouliketovacatetheroomnow，sir？5.

What’syourroomnumber，please？/CanIhaveyourroomnumberandname，please？6.

Didyouhavebreakfastthismorning？8.Haveyouusedanyhotelservicesthismorningorhadbreakfastatthehotelcoffee

shop？9.Didyoutakeanythingfromthemini-barthismorning，sir？10.

Didyoumakeanyphonecallsfromyourroom？11.

Thankyoufor

waiting，thehotelincludingservicechargeforthethreedaysis

＄470.12.Haveyousignedanychitinthelasthour，sir？13.

Yourbillcomesto

＄840includingtheservicecharge.14.Yourbilltotals

＄1000excluding10percentservicecharge.15

.Hereisyourbill，wouldyouliketocheckit？16.Wouldyouliketocheckandseeifyourbilliscorrect？17.Thatfirstnumberisyourroomnumber202.18.Thesecondentryistherestaurantconsumption.19

.

Item6isthe

＄15forthephonecalls.20.

That’sfor

thelunchyouorderedfromyourroom.21.

Thatchargeisfordrinkstakenfromthemini-bar，sir.22.

Thisisthechargeforyourmini-barconsumptiononMay15th，23.That’sforthephonecallsyoumadefromyourroom.24.Youroverseastelephonecallis

includinginthebill.25.

Theservicechargeisincludinginthebill.26.

Isyourluggagedownyet，sir？ifnot，Iwillsendabellmantohelpwithyourluggage.27.

I’lldrawupyourbillforyou.

/ShallIdrawupyourbillforyou？28

.Pleasewaita

momentwhileIcalculate

yourbill.29.

Yourfinalbillhasnotreachedourdepartmentyet，sir.WouldyoupleasewaitamomentwhileIchaseitdown？30.I’mafraidthatthebillhasnotreachedusyet.SoIwillhavetocheckwiththedepartmentconcerned.31.

I’msorry，accordingtothehotelpolicy，wedon’tacceptpersonalcheque.32.

Yourbilltotals

＄2400，howwouldyouliketomakethepayment？33.

Weacceptcreditcardshere，whichcardwouldyouliketouse？34.

Thecreditlimitbythevisacardofficeis

＄10,000，weneedtheirpermissiontoextendcreditovertheamount.Wouldyouliketopaydifferenceincash？35.MayIhaveaprintofyourcreditcard，please？36.

Ourcheck-outtimeis12noon.Butyouusedtheroomuntil6pm.I’mafraidthatforlatecheck-outswechargeanextra50％

oftheroomrate.37.

CanIcheckthedetailsforyou，please？38.

WouldyoumindwaitingamomentwhileIcheckthedetails？I’lljustcheckitagainforyou.39.

I’msorry，sir，butthereseemstohavebeenamistake，would

youpleasewaitamomentwhileit’sbeingrectified？40.

I’msorry，sir.Therehasbeenamistake，we’llcorrectthebill.41.

I’msorry，sir，butthereseemstohavebeenamistake.PleasewaitamomentwhileIcorrectthebill.42.

Justonemoment，please，I’llcheckwiththeAssistantManager.

43.

Thankyouforwaiting，sir.Pleasesignonthisbill.44.

Excuseme，sir,butcouldyoupleaseendorsethischequewhereitbeencrossedout？45.

I’msorry，sir,butthedateonthechequeisincorrect.Itshouldbepay15thnotMay18th.Willyoupleasecorrectitandinitial.46.

CanIhavemybill，please？47.

What’sthisfor？48.

Wouldyouliketosignforit，sir？49.

Thankyou，Ihopeyouenjoyedyourdinner.50.

Howwouldyouliketopayforyourbill，sir？

52.WeacceptAmericanExpress，Mastercard，VisacardandEurocard.Whatkindhaveyougot？53.Doyouaccepttraveler’scheque？54.

Iseverythingallrightduringyourdinner，sir？六、實驗注意事項實訓過程中，學生應遵守相關教學制度。教學道具不得帶離教學現場，如若造成教學設備的損壞以及教學道具遺失的需照價賠償。實驗項目四

ForeignCurrencyExchange

兌換外幣（4學時）一、實驗目的1、熟悉和了解美元、歐元、日元等常用外幣與人民幣的兌換率。

2、明確自己的工作職責，耐心細致地為客人服務。3、能熟練運用兌換外幣相關的常用英語表達和慣用語。二、實驗原理或方法、手段講授、任務型教學三、主要儀器設備及耗材外幣兌換處、電腦、電話、模擬訓練相關資料等。四、學生課前準備事項1、了解貨幣兌換服務程序。2、熟悉和掌握外幣兌換服務的相關常用英語表達和慣用語。五、實驗內容及步驟ForeignCurrencyExchange兌換外幣1、對如何進行外幣兌換進行訓練，掌握其不同的基本工作程序，掌握外幣兌換服務特有的詞匯和表達法，掌握不同支付方式的相關術語和表達。2、呈現相關的詞匯和表達法，由學生分別進行角色扮演1.

ForeignCurrencyExchangeScene

1:

Mr.Smith

isatthelobbyofhotel.

Hecomesto

thereceptiondeskto

changsomeUsdollarsforRMB.

Thecashierserveshim.Tips:

1.

His

name

androomnumber

2.

HewanystoknowtheexchangrateforUSdollartoday.TheexchangerateofRAMagainstUSdollar

is6.8yuam

3.

Hewillchangefivehuandreddollars.4.

Fillintheexchangememo,hispassportnumberandthetotalsum

andsignshisname.UsefulExpressions1.Wouldyouliketochangesomemoney？2.

I’dliketochangesomemoney.3.Howmuchwouldyouliketochange,sir

？4.Wouldyoulikeitsmallorlargebills

？5.Theratesofexchangeareontheboardthere，sir.6.Itcomesto

￥3200attoday’sexchangerate.7.TheexchangerateofUSdollartoRMBis100:680,wouldyouliketochangenow?8.Today’srateofexchangeis8.09tothedollar.9.

I’msorry，sir，butthefiguresandthewordsonthechequedonotcorrespond.10.

Excuseme，sir,butcouldyoupleaseendorsethischequewhereit

beencrossedout？11.

I’msorry，sir,butthedateonthechequeisincorrect.Itshouldbepay15thnot

May18th.Willyoupleasecorrectitandinitial.12.

I’msorry，butwedonotexchangeHongKongdollarsintoJapaneseYuan.13.

I’mafraidwedon’tacceptnon-convertiblecurrency，sir.14.

CouldyouchangeitataForeignExchangeBank？15.

I’msorry，madam，butwehaveachangelimitof

＄500dollarsbetween9

p.m.

to

8.a.m.

duetothebankbusinesshours.16.

I’msorry，sir，weonlyofferone-waychange，wearenotlicensedforafullexchange.17.Pleasekeepthereceipt,you’llhavetoproduceitwhenyouwanttochangeyourmoneyback.18.

Ifwechangelargeamounts,ourcashsupplyrunsoutandwe’reunabletoobligeourotherguests19.

Couldyoucashtraveler’scheque，please？

20.

I’dliketoknowtherateforSwissfrancs.。

21.

Excuse，me.CouldItroubleyourforsomechange？22.

Sorrytotroubleyou，buthaveyouchangefor60fen？

23.

Letmehavealook，yes，wehavethechange，hereyouare.六、實驗注意事項實訓過程中，學生應遵守相關教學制度。教學道具不得帶離教學現場，如若造成教學設備的損壞以及教學道具遺失的需照價賠償實驗項目五

Taking

Orders

點菜服務

（4學時）一、實驗目的1、掌握酒店點菜的工作程序，熟練掌握菜肴、配菜名稱，了解了解菜肴烹飪時間和酒水和飲料搭配，以及能清楚介紹和描述菜品。

2、能熟練運用點餐相關的常用英語表達和慣用語。二、實驗原理或方法、手段講授、任務型教學三、主要儀器設備及耗材餐廳服務工作臺、餐廳、模擬訓練相關資料等。四、學生課前準備事項對點菜服務過程做基本的了解。2、了解和掌握中餐、西餐、飲料和酒的相關常用英語表達和慣用語。五、實驗內容及步驟Taking

Orders

點菜服務1、對如何對顧客進行中餐、西餐點菜服務進行模擬訓練，掌握其不同的基本工作程序，掌握點菜服務特有的詞匯和表達法。呈現相關的詞匯和表達法，由學生分別進行角色扮演TakingOrdersataWesternRestaurantScene

1:

Mr.Smith

andhisfriends

cometo

awesternrestaurant

to

havesupper.Thewaiterwelcomesthemandservesthem

your

billinthehotel.Tips:

1.

Theydon’twanttohavetabled’hote,butalacarte.

2.

They

orderbeefsteak(someitwelldone,underdown,othersrare)

,

dicedchickenwithpepper&blackbeans,lobser,lambchopandfruitsalad.

3.Theyorder10

bottleofbeer,

whiskeyformen,somesoftdrinksforladies.

4.

Weservethesebeers，SanMiguel，Carlsberg，Lowenbrau，SunTory，BlueRibbonandFivestar，whichonedoyouprefer2.

TakingOrdersataChineseRestaurantScene

2:

Mr.Bellowandhisfriends

wanttotrysomechinesefood,thewaiter

recommends

somechinesefoodtothem

.

Tips:

1.

They’d

liketotrysomerealChinesecuisine.But

they

havenoideaaboutit.

Thewaiterrecommendssomechinesefoodtothem

2.Theyhavesome

specialdishes-

Mapobeancurd,water-cookedfish,double

–cookedpork,

tenderboiledchickenwithsoysauce,steamed

ReevesShad,

peppersaltfriedspareibs3.Thesoup:wildmushroomsoup,porkribsandtunipsoup,

stewedmushroomincheckensouptomatoandeggsoup,

vegetables

4.TheywantchampagneandbrandyUsefulExpressions1.

Goodevening,sirs.Would

you

liketotakeyourordernow?2.

Doyouhaveareservation?

Yeah,wehaveareservationunderMr.Smithforfourpeople.3.

We’dliketotrysomerealChinesecuisine.Butwehavenoideaaboutit.

Whatwouldyourecommend?4.

Wouldyouliketohavetabled’hote,oralacarte?5.Weofferspecialmenusfor

different

diets.6.Whynottryourbuffetdinner?7.Wouldyoulikeatableinthehallorinaprivateroom?8.Howmanypeoplearethereinyourparty?9.Doyouhaveanyspecialrequirementsforthecelebration?10.Couldyoupleasetellmeinwhosenamewasthereservatiommade?11.I’

mafraidthattableisreservedfor8p.m.12.

Wedon’thaveavacanttableatthemoment.13.I’msorry.Thetablebythewindowhasbeenreserved.14.Wouldyouliketohavetabled’

hote,oralacarte?15.Whichflavorwouldyouprefer,sweetorchilly?16.WouldyouliketotryourHouseSpecialty?17.Today’sspecialis...,witha20%discount.18.Whatwouldyouliketodrink？we

have

agreatvarietyofwines.Whichkindof

themdoyouprefer？19.

Wouldyoulikeyoubeerdraughtorbottle?20.

Wouldyoulikeyourcoffeewithmilkandsugar

?21.Withiceorwithoutice,sir?22.Idoapologizeforgivingyouthewrongdish.I’llheatitupforyouatonce.23.I’mterriblysorry.Iwillgotocheckitoutandbringittoyouassoonas

possible.24.

CouldIofferyouacomplimentarydrink?25.Pleaseacceptourapologies.Iassureyouthiswon’thappenagain.六、實驗注意事項實訓過程中，學生應遵守相關教學制度。教學道具不得帶離教學現場，如若造成教學設備的損壞以及教學道具遺失的需照價賠償實驗項目六

DealingwithComplaints

處理投訴

（4學時）一、實驗目的1、對客人對酒店的投訴有一個總的了解，正確對待和處理客人投訴，掌握和了解酒店各部門的設備狀況。

2、明確自己的工作職責，掌握處理客人投訴的程序和步驟，避免指責、爭論，力爭成功解決客人投訴的問題，以樹立酒店良好的形象。3、有良好的溝通能力和語言表達能力，能熟練運用處理投訴相關的常用英語表達和慣用語。二、實驗原理或方法、手段講授、任務型教學三、主要儀器設備及耗材前廳工作臺、電腦、電話、模擬訓練相關資料等。四、學生課前準備事項

1、對酒店客人常見的投訴問題有基本的了解。

2、了解和掌握處理投訴服務的相關常用英語表達和慣用語。五、實驗內容及步驟DealingwithComplaints

處理投訴1、分別對客人對房間設施、上錯菜的投訴進行模擬訓練，掌握基本工作程序，掌握處理投訴特有的詞匯和表達法，注意工作態度和語言交流的方式。2、呈現相關的詞匯和表達法，由學生分別進行角色扮演。1.

ComplainingaboutRoomFacilitiesScene

1:

Supposeyouarea

receptionistat

Service

Center,aguest

phonesto

youtocomplainaboutthe

air-conditionnerinhisroom

inthehotel.

Tips:

1.You

firstlistencarefullytotheguestwithasmilingface.

2.Youcomforttheguestwithsoftwords.

3.You

telltheguestthatyouwillaskthemanagertodealwiththeproblem.

4.Themanagerfirstsayssorrytotheguestandthen

willsendanengineerstraightuptotheguest’sroomtohavealookattheair-condintioner.

5.The

guestacceptsthemanager’ssuggestiontodealwiththeproblem.

2.ComplainingaboutMis-servingScene2:

Supposeyouarea

head

waiter,aguest,

Mr.White

comestoyoutocomplainaboutthemis-servingintherestaurant.

He

ordersawell-downsteak.Butthewaitergiveshimararedownsteak.

Heasks

thewaiterwhethertheymake

amis-serving.

You

apologize

toMr.Whiteforgivinghimthewrongdish.You

promisetochangeitimmediately.

Tips: