英教饭店英语口语练习题.doc

Situation one: room reservation (guest—Mr. Jim White, Reservationist)Guest:Reservationist: You are the hotel reservationist in Friendship Hotel. You answer the call and accept the booking. You tell him the room rate for a deluxe double is 450yuan per day with two Chinese breakfasts and ask his name and phone number as well as his arrival time and his flight number so that your hotel can provide the exact-time pick-up service for him.Situation two: bell service (Guest-- Mr. Jim White, Concierge)Guest: You are the guests stepping into Friendship Hotel with three suitcases.Concierge: You are the concierge greeting them and helping them with the baggage and show them to the Front Office to check in.Situation three: check-in (Guest-- Mr. Jim White, Receptionist)Guest: you tell the receptionist you are Jim White. You booked a deluxe double room with shower two days ago by phone for September 2nd and 3rd.Receptionist: You are the receptionist of Friendship Hotel. You check the reservation list and room vacancy. Then you have to tell the guests the room is not ready yet and ask them to have a drink while waiting in the lounge.Guest: 30minutes later, the room is still not prepared, you feel very angry and want to change to another hotel since your wife and you are worn out after a long journey and need a shower desperately right away. Receptionist: you apologize for the inconvenience and explain this is the peak season and a tour American group have just checked out and promise that the housekeeping will get the room ready in 15minutes. 15minutes later, the room is ready and you ask Mr. White to fill in the registration form and give him the key to Room 1206.Situation two: bell service (Guest-- Mrs. Jim White, Concierge)…..(after checking in, you (Concierge) show them to their room with their baggage)Guest: you, the guest, would like to know some information about the hotel and some interesting places in this city.Concierge: You, the concierge, introduce your hotel and the city to your guests on requests in the elevator. And then show the guests to their room.Situation four: Handling guest complaints (Guest-- Mrs. Jim White, Receptionist)Guest: You are the guest, Mrs. White in room 1206. You are at the front desk and complain that the people next door are having a very loud argument. You can’t sleep. You prefer a quiet room no higher than the 3rd floor because you don’t like heights.Receptionist: you handle the complaint. You tell the guest all rooms lower than 3rd floor have been taken and suggest room726 at the end of the corridor and say it is very quiet.Situation five: room cleaning (Guest-- Mrs. Jim White, Receptionist, Room attendant)Room attendant: Knock on the door to see if the guest would like to have the room cleaned. You tell the guest you will bring what she wants at once and suggest her she can press the “DND” button if she doesn’t want to be disturbed, and when she needs the chamber service, she can turn off the “DND” sign.Guest: you don’t want your room cleaned now because you will have some friends with you in half an hour. You ask the room attendant to bring you some Chinese tea, two tea cups and some hot water and prefer your room cleaned at about 11:30a.m, while you are all out for lunch.At 1:30 p.m., you find your room has not been cleaned properly while coming back from outside. You call the front desk to send someone to clean it immediately since the bathroom is quite a mess, there is water on the bathroom floor, the shampoo has spilled out of its bottle, and the towels have not been replaced. You tell him you are Mrs. White in room 726.Receptionist: Apologize and ask her name and room number and then send a room attendant right away.Room attendant: you come to the guest room to make up the room on request.Situation six: laundry service (guest-- Mrs. Jim White, Room attendant) Guest: 1. You are a guest in room726 and have some clothes: a dress, a pair of trousers, a tie and a shirt to be cleaned and call the Housekeeping to send a room attendant to get them. …………2. You tell the room attendant you need to remove the stain on your trousers and wash the dress and shirt by hand in cold water. 3. You want to know when you can get them back because you are invited to a party this evening, and want to have this silk dress and shirt washed as soon as possible. Room attendant: You give her a satisfactory answer.……….Guest: When you got back your laundry, you were so angry because you found you are missing a black tie and what’s worse there is a hole on the shirt you bought for your husband’s birthday two months ago.Room attendant: you apologize for what happened and give her a satisfactory answer at last according to your hotel’s policy.Situation seven: Restaurant Reservation (Guest-- Mr. Jim White, Hostess)Guest: Mr. Jim White wants to reserve a table for this evening at 7 o’clock. There will be two people i。