【正文】 Bellow the bill) Here you are sir. Please check it.B: I’m sorry . What’s this for? (Pointing to a figure)C: That’s for the drinks and phone calls you made from your room.B: Oh, I see. Thank you. Can I pay with traveller’s checks?C: Certainly, sir. (Mr. Bellow fills out checks and gives them and his passport to the cashier.) Here are your bill and receipt, Mr. Bellow. We hope you enjoyed your stay with us here and that you’ll have a pleasant trip home.B: Thank you. And we’ll have a trip to Guilin before we go home.53 MiscalculationScene: Mr. Bellow (B) goes back to the Cashier’s Desk, thoughtfully and hurriedly.Cashier(C): Good morning, sir. May I help you?B: Just now I checked out here. But back in my room, I found that there might be something wrong with the bill.C: Oh, yes?B: I checked in on the 26th and will leave this morning. That’s exactly three days, I think. But I paid for three days and a half.C: Well, let me see. The 26th,the 27th,the 28th…Ah yes, you checked out in the morning, so you only stayed here for three days, no more. Sorry, sir. I do apologize for my mischecking.B: That’s all right.C: Now let me give you another receipt and please check it. Here is the money you overpaid.B: Thank you.C: I’m awfully sorry to have caused you so much trouble. I’ll try to be more careful another time.Word ListCashier Sign 、招牌、跡象；、示意Count Bill Minibar Can 、罐頭Mischeck equivalent 、相當(dāng)?shù)膍emo 、（商）便箋、便函file 、卷宗、檔案receipt 、收據(jù)、收條CocaCola （飲料）apologize 、謝罪overpay （錢款）Useful Expressionsto be equivalent toright awayto check outto point to to apologize forjust now相當(dāng)于、等價于立刻結(jié)帳指抱歉、致歉剛才UNIT 6Settling Guests’ Complaints61 Changing a RoomScene: Mr. Bellow (B) Wants to change a room. He goes to the assistant manager (AM).AM: Good morning, sir. What can I do for you?B: I’m Bellow, I’m in you change the room for me? It’s too noisy. My wife was woken up several times by the noise the baggage elevator made. She said it was too much for her.AM: I’m awfully sorry, sir. I do apologize. Room 908 is at the end of the corridor. It’s possible that the noise is heard early in the morning when all is quiet.B: Anyhow, I’d like to change our room.AM: No problem, sir. We’ll manage it, but we don’t have any spare room today. Could you wait till tomorrow? The American Peopletopeople Education Delegation will be leaving tomorrow morning. There’ll be some rooms for you to choose from.B: All right. I hope we’ll be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleep.AM: Be sure. I’ll make a note of that. Every thing will be taken care of. And of there is anything more you need, please let us know.62 At the Lost and Found DeskScene: Mr. Bellow (B) plains to the Assistant Manager (AM) about the slowness in service.B: Hello, my watch was lost. You promised me to look for it right away. Now, two hours have passed and I still haven’t heard from you. What’s the matter?AW: Mr. Bellow, we are sorry to have kept you waiting, but you said that this morning you had changed money at the Currency Exchange Desk, bought a tourist map at the newspaper stand, had your hair cut at the barber’s and had your lunch at the restaurant. Because you have been to several places, we need more time to find it.B: Well, I was wondering whether you were still working on it.AM: Yes, we are. Two porters are still busy checking around.B: I’m sure the watch is here. I hope you’ll try to find it for me as soon as possible.AM: Of course. We’ll let you know as soon as we find it. Please don’t be worried.B: All right. Thank you.63 Charging MoreScene: At the Reception Desk, a guest (G) insists on staying longer without paying more.Employee (E): Good morning. May I help you?G: My flight doesn’t leave till 5:45 . and I don’t want to wait around at the airport all day. Could I still rest in the room this afternoon?E: Excuse me, sir. According to our regulations, a half day’s rent is charged against a room this afternoon, we’ll have to charge you 50% or the price.G: (Angrily) What? Ask for money again? I have settled accounts. I won’t pay more for the two or three hours. No more! Do you hear?E: We’d like to help you as we can. You may leave your baggage here until 4: speak to the porter and he’ll take care of it…free of charge, of course.G: But damn it! I won’t give you one more cent!F: The porter will keep your baggage free of charge, sir, and you’re wele, to rest in the lobby.G: No, I insist on having a rest in the room.E: Then, if you’ll wait a moment, please, sir? I’ll ask our manager to e and take care of your request.Word Listawfully ad. 非常、很、十分anyhow ad. 不管怎樣、無論如何promise n.amp。 v. 請求、要求quiet vacate v. 使空出、騰出、搬出Useful Expressionsto wake upto make a noiseto have a sound sleepto make a note of to promise do sth.to be busy doing sthas…as possibleas soon asto ask forto settle accountsfree of chargeto insist on 叫醒發(fā)出噪聲睡得好、醋睡做筆記應(yīng)諾（某人）做某事忙于……盡可能的……一……就……請求結(jié)帳免費堅持PART Ⅱ THE HOUSEKEEPINGDEPARTMENT’INTRODUCTIONThe Manager’s Remarks The housekeeping department is the backbone of a hotel. In a sense, it is possible to say that a clean and attractive guest room is the product that the hotel sells. The main duty of the housekeeping department staff is to see to the cleanliness and good order of all rooms in the hotel. The laundry and valet service and many personal services are also parts of their jobs. And they must coordinate the work closely with the front office. This department as a whole is required to make the guest’s stays fortable and pleasing. Any reasonable request must be fulfilled. But good service means mor