【正文】 v. 應(yīng)諾、諾言、保證worried 、焦慮的regulation n. 規(guī)則、規(guī)章、法規(guī)account n. 帳目、帳insist v. 堅(jiān)持request n.amp。.Mrs Bellow(M),Good evening.Bm: Very glad to have you here. I’ll get the baggage up to your room.Bamp。PARTⅠTHE FRONT OFFICEINTRODUCTIONThe manager’s Remarks The 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 staff’s efficiency and personality are of great importance to guest’s vacation or business, and indeed, the hotel’s 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 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 liking for people and a warm desire to help them. Besides, front desk staff should encourage and settle the guests’ plaints. That will soothe an unhappy guest and reveal the hotel’s problems so that the operation can be bettered. In short, all staff ought to remember that the hotel will enjoy greater financial success only with the greater satisfaction the guests receive from the “home away from home”.Word ListRemark 、言語Nerve Realization Operation Ruin 、毀滅Reservation Register 、注冊Assign 、指定Baggage Distribute Deliver 、遞交Occupancy 、占用Currency efficiency personality smart 、精明的appearance good manners 彬彬有禮adaptability figure settle 、安定plaint 、抱怨soothe reveal financial 、財(cái)經(jīng)的satisfaction 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(jié)某人的帳（以使之可離開旅館）in order to 為了……ought to 應(yīng)當(dāng)……in short 簡言之，總而言之UNIT 1Room Reservations11 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 call.Reservations (R): Shanghai Haitian Hotel. Reservation Desk. Can I help you?B: I’m calling from New York. I’d 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 styles.B: A British suite, please.R: Would you like breakfast?B: No, thanks.R: Can you give me your name please, sir?B: Bellow. BELLOW.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 26th 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 .R: All right. You’ll be expected to be here then.B: That’s fine. Thank you, madam. Goodbye.R: Goodbye.12 A Group ReservationScene: The telephone rings. The Reservations (R) answers the phone.R: Reservations. May I help you?Client(C): Yes. The American Peopletopeople Education Delegation will be visiting Shanghai At the end of this month. I’d 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, sir. (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: That’s fine.R: By the way, how will they be getting to Shanghai? Will they be ing by air?C: Yes.R: Could you give me the flight number, please, in case the plane’s late?C: Oh, sorry. I don’t know the flight number, but I’ll let you know by phone tomorrow.R: Thank you, sir.C: Oh, yes. According to the program, they’ll have a meeting on the 25th. Have you got a big? Conference hall?R: Yes, sir, we have a very nice multifunction hall, but you’ll have to speak to the manager About that. Please hold on a moment and I’ll see if I can put you through.13 A Local Call ReservationScene: The Reservations (R) answers the phone as soon as it rings.R: Reception. Can I help you?Client (C): I’d like to book a single room with shower for Mr. George Smith. He plans to arrive On the 20th of this month.R: How long will he be staying?C: I don’t know, but it could be anything from seven to tend.R: Then we can only confirm a room from the 20th to the 27th. I’m afraid we won’t be able to Guarantee him a room after the 27th. We usually have high occupancies in the peak seasons.C: What if there isn’t any room then?R: Don’t 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 will he be paying, sir?C: His pany will cover all the expenses. We’ll send you a check right away.R: Thank you, sir.C: Thank you. Goodbye.Word ListReservation 、預(yù)定Suite Roman Presidential Client Confirm 、證實(shí)Discount Program 、節(jié)目Reception ，歡迎Expense 、經(jīng)費(fèi)、費(fèi)用charge reservationist deluxe list 、目錄、名單rate flight 、航班conference guarantee check Useful Expressionsto make a reservation 預(yù)訂to check in 登記by the way 順便in case 以防（萬一），假使according