1. Review Exercises Unit 1 – Unit 3

2. Types of Rooms Double Room Twin Room Triple Room Single RoomDeluxe SuitePresidential suite

3. Crossword Puzzle BG OUV DUBLR KSRVE MTW V CSNGL C A NW OE A I E I O E O O E I

4. Room Reservation Dialog. 1 (Clerk: C Guest: G) C: Good afternoon. Reservations,______________? C: Good afternoon. Reservations,______________? G: I_______________ a double room. G: I_______________ a double room. C:Certainly,sir.____________? C:Certainly,sir.____________? G: From May 11th ___ 15th. G: From May 11th ___ 15th. C: __________________________? C: __________________________? G: Sure. John Smith. G: Sure. John Smith. C: Thank you very much. C: Thank you very much. May I help you ‘d like to reserve For which date to May I have your name, please

5. C: Good morning, Room Reservations. C: Good morning, Room Reservations. May I help you? May I help you? G: I’d like to _______ a room from Mar. 23th to 26th. G: I’d like to _______ a room from Mar. 23th to 26th. C:________________________________? C:________________________________? G: Just my wife and myself. G: Just my wife and myself. C:____________________________? C:____________________________? G: A double room, please. G: A double room, please. C: We have a double room ___ $1000 and ___ $1200. ___________________? C: We have a double room ___ $1000 and ___ $1200. ___________________? G: ________ the one at $1200. G: ________ the one at $1200. C: Certainly, sir. _________________________________________? C: Certainly, sir. _________________________________________? G: It’s John Brown. The number is 13011201223 G: It’s John Brown. The number is 13011201223 C: ________________________________? C: ________________________________? G: Around 6 p.m. G: Around 6 p.m. C: Thank you, sir. We ____________ serving you. C: Thank you, sir. We ____________ serving you. Dialog. 2 (Clerk: C Guest: G) reserve How many persons are there in your party What kind of room do you prefer at I’ll take Which would you prefer May I have your name and telephone number, please When do you expect to arrive look forward to

6. Useful Expressions I Reservations. Can I help you? Reservations. Can I help you? What kind of room do you prefer/ want? What kind of room do you prefer/ want? Could you hold the line, please? Could you hold the line, please? I’ll check our room availability for those days. I’ll check our room availability for those days. What time do you expect to arrive? What time do you expect to arrive? I’m sorry, but we are fully booked for next week. I’m sorry, but we are fully booked for next week. We don’t have …room available. We don’t have …room available. For which date? / for how many nights? For which date? / for how many nights? Which date would that be? Which date would that be? I’d like a room with a sea view/mountain view. I’d like a room with a sea view/mountain view. I’d like to cancel/extend/change the reservation. I’d like to cancel/extend/change the reservation. We look forward to another chance to serve you. We look forward to another chance to serve you.

7. Checking-in (Clerk: C Guest: G) (Clerk: C Guest: G) C: Good evening, sir. What ____________ for you? C: Good evening, sir. What ____________ for you? G: Yes. I have ___________ in your hotel. __________ is Jim Green. G: Yes. I have ___________ in your hotel. __________ is Jim Green. C: ___________________. I’ll check our _________________. Thank you ____________. We have your __________. That’s a double room ______ a bath. C: ___________________. I’ll check our _________________. Thank you ____________. We have your __________. That’s a double room ______ a bath. G: That’s right. G: That’s right. C: __________ your passport, please? C: __________ your passport, please? G: Here you are. G: Here you are. C: Thank you, sir. _______________ this form, please? C: Thank you, sir. _______________ this form, please? G: Sure. Here you are. G: Sure. Here you are. C: Thank you, sir. ____________________. A bellman will _______________________. C: Thank you, sir. ____________________. A bellman will _______________________. can I do a reservation The name Please wait a moment reservation recordfor waiting reservation with May I see Could you fill out Wait a moment, please show you to your room

8. Make payment (Clerk: C Guest: G) (Clerk: C Guest: G) C: Excuse me, sir. Are you ________ to _________________? C: Excuse me, sir. Are you ________ to _________________? G: No. I’m going to pay _____ credit card. G: No. I’m going to pay _____ credit card. C:______________________________? C:______________________________? G: Ok, here you are. G: Ok, here you are. C: Thank you. Here is your _____ to your room. Room 604. The bellman will show you _____ your room. ______________________. C: Thank you. Here is your _____ to your room. Room 604. The bellman will show you _____ your room. ______________________. G: Thank you. G: Thank you. going pay in cash by May I take a print of your credit card key to Enjoy your stay with us

9. Useful Expressions II Do you have a reservation with us? Do you have a reservation with us? May I reconfirm your departure date? May I reconfirm your departure date? Would you mind a … room instead? Would you mind a … room instead? May I take a print of your card, please? May I take a print of your card, please? Could you wait a little longer, please? Could you wait a little longer, please? Could you fill out the registration card, please? Could you fill out the registration card, please? How would you like to make payment / settle your bill? How would you like to make payment / settle your bill? We apologize for the inconvenience. We apologize for the inconvenience. Would you mind having a single room at a lower rate as the hotel is full? Would you mind having a single room at a lower rate as the hotel is full?

10. No. 1 No. 2 Oral Practice Bring Baggage Down No. 3 No. 4

11. Bring Baggage Down (Example) Clerk: Front Desk. May I help you? Clerk: Front Desk. May I help you? Guest: I’m going to check out soon. Could you pick up my baggage, please? Guest: I’m going to check out soon. Could you pick up my baggage, please? Clerk: Certainly, sir. May I have your room number, please? Clerk: Certainly, sir. May I have your room number, please? Guest: Yes, it’s Room 2012. Guest: Yes, it’s Room 2012. Clerk: Room 2012. We’ll send a bellboy at once. Could you wait in your room, please? Clerk: Room 2012. We’ll send a bellboy at once. Could you wait in your room, please? (After a while…) (After a while…) Bellboy: Good morning, sir. I’ve come for your bags. Bellboy: Good morning, sir. I’ve come for your bags. Guest: Thank you. Could you take these two suitcases? I’ll bring the shoulder bag with me. Guest: Thank you. Could you take these two suitcases? I’ll bring the shoulder bag with me. Bellboy: Certainly, sir. And this is your claim tag. We’ll keep your bags at the Front Desk. Could you pick them up there, please? Bellboy: Certainly, sir. And this is your claim tag. We’ll keep your bags at the Front Desk. Could you pick them up there, please? Guest: Certainly. Thank you. Guest: Certainly. Thank you.

12. Baggage 1. Could I get a copy of China Daily here? 2. I have to call someone in your city, but I can’t remember the number. Can you help me? 3. What’s the minimum taxi fare here? 4. When do the shops close around here? 5. Do you have Lost and Found Desk? My wallet is missing. I’ve got my ID card in it. a. Around 9:30p.m. but the small convenient shops open round the clock. b. It’s 10yuan, and there’s a 30% surcharge from 11p.m to 5 a.m. c. Is it a black one? The bellman brought it this morning. He found it at the elevator entrance. d. Here is a local telephone directory. e. The newsstand has a wide selection of newspaper and magazines.

13. Useful Expressions III How many pieces of luggage do you have? How many pieces of luggage do you have? I’ll show you to the Front Desk. I’ll show you to the Front Desk. This way, please. This way, please. After you, sir / madam. After you, sir / madam. May I put your bags here? May I put your bags here? Shall I turn the cooling / heating up / down? Shall I turn the cooling / heating up / down? Could you pick up my baggage, please? Could you pick up my baggage, please? We are very sorry for the delay / inconvenience. We are very sorry for the delay / inconvenience. I hope you have enjoyed your stay. I hope you have enjoyed your stay.

14. Summary 服务员的礼貌用语 : 服务员的礼貌用语 : 想问不知道该不该问的问题时，或自己想做 某些事情时，用 May I …? 想问不知道该不该问的问题时，或自己想做 某些事情时，用 May I …? eg. May I have your name? eg. May I have your name? 有求于客人时，用 Could you …? 有求于客人时，用 Could you …? eg. Could you fill out the form, please? eg. Could you fill out the form, please? 询问客人的喜欢或意愿时，用 Would you …? 询问客人的喜欢或意愿时，用 Would you …? eg. Would you like a twin or a double? eg. Would you like a twin or a double? 提供意见式服务给客人时，用 Shall I …? 提供意见式服务给客人时，用 Shall I …? eg. Shall I open the curtains for you? eg. Shall I open the curtains for you?

15. Homework Review Unit 1 to Unit 3 Review Unit 1 to Unit 3 Preview“ Housekeeping” Preview“ Housekeeping”