上海悦莱饭店管理有限公司Happyback Hotel management Co. Ltd.PARTTHE FRONT OFFICEINTRODUCTIONThe managers 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 staffs efficiency and personality are of great importance to guests vacation or business, and indeed, the hotels 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 complaints. That will soothe an unhappy guest and reveal the hotels 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 n.陈述、言语Nerve n.神经Realization n.实现Operation n.经营Ruin .崩溃、毁灭Reservation n.预订Register .登记、注册Assign .分配、指定Baggage n.行李Distribute .分发Deliver .投递、递交Occupancy n.居住、占用Currency n.货币efficiency n.效率personality n.个性smart .活泼的、精明的appearance n.外表good manners 彬彬有礼adaptability n.适应性figure n.数字settle .解决、安定complaint n.投诉、抱怨soothe .安抚reveal .显示financial .财政的、财经的satisfaction n.满意Useful ExpressionsNot only but also 不仅而且to seen to 似乎，好像a liking for 对喜爱So that 以便To check SB. Out结某人的帐（以使之可离开旅馆）in order to 为了ought to 应当in short 简言之，总而言之UNIT 1Room Reservations1-1 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: Im calling from New York. Id 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. B-E-L-L-O-W.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 p.m.R: All right. Youll be expected to be here then.B: Thats fine. Thank you, madam. Good-bye.R: Good-bye.1-2 A Group ReservationScene: The telephone rings. The Reservations (R) answers the phone.R: Reservations. May I help you?Client(C): Yes. The American People-to-people Education Delegation will be visiting Shanghai At the end of this month. Id 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: Thats fine.R: By the way, how will they be getting to Shanghai? Will they be coming by air?C: Yes.R: Could you give me the flight number, please, in case the planes late?C: Oh, sorry. I dont know the flight number, but Ill let you know by phone tomorrow.R: Thank you, sir.C: Oh, yes. According to the program, theyll have a meeting on the 25th. Have you got a big? Conference hall?R: Yes, sir, we have a very nice multi-function hall, but youll have to speak to the manager About that. Please hold on a moment and Ill see if I can put you through.1-3 A Local Call ReservationScene: The Reservations (R) answers the phone as soon as it rings.R: Reception. Can I help you?Client (C): Id 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 dont know, but it could be anything from seven to tend.R: Then we can only confirm a room from the 20th to the 27th. Im afraid we wont be able to