《饭店服务英语》（第二版）参考答案
unit 1
Classroom Activity I
--- I’d like to reserve several rooms at your hotel.
--- I want to reserve three twin rooms and one family suite.
--- Can I have your name, please?
--- Mary Brown
--- Can you give me your telephone number?
--- No. 1125 College Road, Haidian District, Beijing.
--- When will you be arriving, please?
--- three twin rooms and one family suite for three night from Oct. 10th to Oct. 12th. Is that right?
--- We are looking forward to seeing you.
Classroom Activity II
---Good morning. This is Hilton Hotel. Can I help you?
--- I would like to reserve rooms at your hotel.
---Wait a moment, please. I’ll put you through.
--- Room Reservation. Can I help you?
---This is International Travel Agency in China. We’d like to reserve eight single rooms and five double rooms from Sep. 15th to Sep. 20th for an American travel group.
---Wait a moment, please. Let me check.. Yes, we have.
---How much will be spent for a room?
---130 dollars for a single room and 150 dollars for a double.
---Does this include food bills?
---No. Sorry. It doesn’t.
---Do children get discount?
---Yes. Children under 12 years old are charged half.
---By the way, do we need to pay money for an extra bed?
---I’m sorry, sir. We don’t provide extra bed service at present. Is there anything else?
---No, thank you.
---May I know your name, sir?
---Wangping.
---It’s all right. Thank you.
Part Four
II. vacancy, guest, reservation, address, Fax, suite, double room, arrival, waiting list, confirm;
III. 1.（F) 2. (T) 3. (T) 4.(F) 5. (T)
IV.
1. What kind of room would you like?
2. I’d like to reserve a presidential suite.
3. We have a high occupancy in peak seasons.
4. You can reserve rooms by letters, by telephone, by Fax. or by e-mail, we will give you a reply according to the situation.
5. Front office is one of the most important departments in a hotel.
6. Would you like us to put you on our waiting list and call you in case we have a cancellation?
7. I’m sorry our single rooms are occupied, but I can reserve you a double room.
8. By the way, May I have a more spacious room?
9. We are glad to accept your reservation.
10. Good-bye. We are looking forward to your coming.
V. 当你在饭店注册登记时，饭店会要求你预付定金。定金额是房价的两倍。许多外国客人不喜欢这个要求，但是请别担心，当你结账离店时，饭店将只收取原来商定的数额。
通常取消预定是免收费用的。但在饭店经营旺季时如果客人取消预定太迟，就得被收取罚金。预定后，请仔细阅读确认单中的详细事项。
在淡季应到达日期的前七天，旺季应到达日期的前三十天，如果客人取消预定，饭店将收取相当于一个晚上的住宿费用。假如在声明的限期内没有收到书面通知或者客人不来， 将自动收取一天的费用。
Unit 2
Classroom Activity I
--- I reserved a single room at your hotel.
--- Mary Brown.
--- Where are you from?
--- What kind of room did you reserve?
--- Oh, yes. Your room number is 321, this is your room card and key.
--- Yes, of course.
--- Could you give me your passport and fill in this registration form, please?
--- Let me have a look at it. Could you fill in your passport number and your signature?
Classroom Activity II
----Good morning. Are you checking in?
--- Yes.
--- Do you have a reservation?
--- Yes. It’s Roman, Kate.
---Wait a moment, please. Yes, we do have your reservation. You reserved a commercial single room, is that right?
--- That’s right.
--- Would you please fill in this registration form?
--- It’s OK. Would you like to check it?
--- Let me see. Oh, name, address, nationality, passport number, visa number, signature. Very good, this is your room card. Your room number is 1516. Mind your steps, I hope you will enjoy your stay in our hotel.
--- Thank you. Good-bye.
Part Four
II. passport, deposit, receptionist, check out, visa, register, nationality, room card, departure date, destination
III. 1. (F) 2. (F) 3. (F) 4. (T) 5. (T)
IV.
1. Welcome to Golden Autumn Hotel. What can I do for you?
2. Do you have a reservation with us?
3. Would you please fill in the registration form?
4. A receptionist’s job is to welcome and register the guest.
5. Wait a moment, please. I’ll look through our arrival list.
6. The bellman will take your luggage and show you the way.
7. Would you please show me your passport and visa?
8. I’m sorry we can’t find your name in our reservation list.
9. This is your room card, madam. Your room number is 2020.
10. Mind your steps. We hope you will enjoy your stay in our hotel.
V. 部分海景房：你为夏威夷之旅节衣缩食，最后终于可以在一家体面的饭店预订一个部分海景房。这是否意味着树木会挡住你房间的视线？通常不是：用最挖苦人的方法表述那就是：如果你走上阳台，把身体弯成四十五度角，伸长脖子直到骨头快要断了，你才能在两栋建筑物之间看到一瞥海景。或者也可能指你的房间在建筑物的一侧，并且你在房间里就可以看到一点海景，但是你的房间窗户不是面海的因此你不会看到大片的海景。
海景房：这可以是两种情况：你的房间在建筑物的一端，你可以看到沙滩甚至可以看到海景，但是你的房间不面海。或者你所在的饭店离海滨有几个路口的距离，你房间的楼层足够高的话你可以在房间里看到海景。第二种情况就是你的房间确实面海，但离海有一定的距离。在面对沙滩的饭店，或者离海滩隔一条街区的饭店，这种情况都不算面海。
面海房: 这才是真正让你完全看到海景的房间。它意味着你房间的窗户面对着大海。根据你所住的饭店类型的不同，也可以指你的房间在高处，你可以在房间里俯视大海。
Unit 3
Classroom Activity I
--- Here is your suitcase. Miss Brown.
--- If you want more clothes hangers, please let me know.
--- This is your bathroom. Towels are on the rack over there.
--- Where is the bell?
--- You can push it if you want anything.
--- You can put them outside your door before going to bed.
--- They will be ready the next morning.
--- Could you tell me something about your hotel?
--- Certainly. Restaurants are on the 11th floor. The coffee shop, the hair-dresser’s, money exchange and shopping centre are on the first floor.
--- Is there a bar?
--- Thank you. By the way, must I leave the key to the floor attendant when I go out?
--- Oh, no. It’s my pleasure to serve you, miss. But we don’t accept tips. Thank you for your kindness.
Classroom Activity II
--- Good afternoon. Welcome to Spring Hotel.
--- Good afternoon.
--- Let me help you with the luggage.
--- OK. Thank you.
--- This way, please. Would you register yourself in the reception desk?
--- Follow me, please. Take the lift, please. May I open the door for you? After you. Are you satisfied with the room?
--- Oh, it’s nice.
--- This is service directory. If you need anything else, please let us know. The extension for front desk is 8.
--- All right. Where are restaurants?
--- Western restaurant is on the ground floor. Chinese restaurant is on the top floor. Coffee shop and buffet are on the second floor.
--- Do you have a business centre in your hotel?
--- Yes, we have. The business center is on the ground floor. It’s just by the reception desk. If you want to surf on the internet, you can do it in your room.
--- I see. Thank you.
--- You are welcome.
Part Four
II. bellman, mileage, valuable, extension, concierge, doorman, tip, electric kettle, luggage, clerk
III. 1. (F) 2. (T) 3. (F) 4. (F) 5. (T)
IV.
1. Good morning. Welcome to Kun Lun Hotel.
2. Is there anything valuable or breakable in your bag?
3. Are you satisfied with your room?
4. By the way, you probably know you can’t drink tap water, you must drink boiled water or you can buy bottled water.
5. Please take the elevator. After you.
6. Shall I call a taxi for you?
7. According to the mileage, the first two kilometers are five yuan, and two yuan for every extra kilometer.
8. Could you give me some information about your hotel?
9. If you need anything else, please let us know.
10. You are welcome. It’s our pleasure to serve you.
V. 办理完登记入住手续之后，接待员就会通知行李员为客人搬运行李并送客人去房间。接待员会重新审核客人到达后所填写的所有文字工作以及电脑记录细节的准确性，目的是确保客人离店时所有账目准确。
至于行李员， 他可以向客人介绍饭店提供的设施设备及服务种类，比如，酒吧，鸡尾酒厅，音乐和娱乐等。进入房间之后，行李员至少得向客人介绍恒温器在哪儿，怎么用，以及电视有那些频道等。
Unit 4
Classroom Activity I
--- May I help you?
--- Good afternoon. I’d like to convert US dollars into RMB.
--- Here you are.
--- I want to know the exchange rate for US dollars today?
--- 827.22 Yuan to 100 US dollars.
--- How much do you want to change?
--- What denominations do you like?
--- Let me see. 20 one hundreds, 20 fifties, then give me some small bills.
--- Do you charge service fee?
--- Not at all. It’s my pleasure to serve you.
Classroom Activity II
--- Good morning. Can I help you?
--- Yes, I’d like to change some money. What’s the exchange rate for Euro today?
--- 100 Euro can be changed into 1050 Yuan RMB.
--- OK. I’d like to change 500 Euro.
--- Could you give me your name and your room number? May I see your passport please?
--- Emily in 1515. Here is my passport.
--- Thank you. Here is 5250 Yuan RMB, please check it.
--- It’s right. Thanks.
--- You are welcome. Here is the receipt, please keep it.
--- All right. Good bye.
--- Good-bye and have a good trip!
Part Four
II. denomination, receipt, exchange, Euro, fee, change limit, cashier, check, cash, accounting
III. 1. (T) 2. (T) 3. (F) 4. (F) 5. (F)
IV.
1. Good morning. Money exchange. Can I help you?
2. I’d like to change HK Dollars into RMB.
3. How much would you like to change?
4. Do you charge service fee?
5. What’s the exchange rate for US dollars today?
6. What denominations would you like?
7. I’m afraid that we have to place a night change limit for the benefit of all our guests.
8. Would you sign on the check please ?
9. Could you sign them on the back of the check again?
10. I’d like to change Traveler’s check into cash.
V. 很多客人更愿意用旅行者支票带钱，因为比现金安全。如果支票丢失或被盗，还可以把钱拿回来。旅行者支票还有其他优点。顾客可以购买任何币种，所以不用担心兑换率的问题。而且，旅行者支票是由信誉良好的公司发行的，顾客在饭店或商店使用时兑换成现金没有困难，不用去银行兑换。
当人们购买旅行者支票时，必须在银行职员面前签字。如果客人想在饭店兑换旅行者支票，就必须让他在支票上再签一次，然后核对两个签名是否一致。客人还必须提供身份证明，像护照，或者其他有他的姓名和签字的官方文件。
unit 5
Classroom Activity I A
--- Could you contact Mr. Carter for me, please?
--- Do you know his room number?
--- Oh, I’m sorry. I don’t know.
--- Hold on, please. Mr. Carter’s room number is 860. Go ahead, please.
B
--- I want to make a local call. Could you tell me the telephone number of the Friendship Hotel?
Classroom Activity II
--- I’d like to speak to Mr. Baker in Room 201.
--- I’m sorry. I can’t hear you. It’s not clear, could you speak louder?
--- I’d like to speak to Mr. Baker in Room 201.
--- I’m sorry. I can’t hear you. Could you please speak close to the receiver?
--- I’d like to speak to Mr. Baker in Room 201.
--- Oh, yes. I’ll put you through immediately.
Part Four
II. operator, mobile phone, payphone, hot line, collect call, called party, person-to-person call, calling part, telephone, morning call
III. 1. (F) 2. (F) 3. (T) 4. (F) 5.(T)
IV.
1. I’d like to make a call to my parents in Hong Kong. Can you put me through?
2. At what time would you like us to call you tomorrow morning?
3. We have a computer wake-up service. Please dial 9 first and then the time. There must be five digits.
4. Could you tell me the called party’s full name and telephone number?
5. I’m afraid the line is engaged.
6. I’m afraid you dialed the wrong number.
7. What’s the discount hours for long distance call?
8. Would you like a person-to-person call or a station-to-station call?
9. Just a moment, please. I’ll put you through.
10. I’m sorry, we don’t handle international collect calls.
V. 电话行为指南
1. 起立接听电话。这会增加你的权威感。
2. 如果可能，铃响三声之内接电话。
3. 接电话时用右耳听。因为人的右耳与大脑的左半球（逻辑思维）相连。
4. 接电话先报姓名和部门名称。
5. 询问打电话人的姓名并在对话时使用。
6. 认真听。不要打断对方的话。
7.集中精力。不要同时做两件事情。
8. 对方说话时， 要在电话里不断回应，让对方知道你在听。
9. 记下对方的话并进行核对以确认你是否理解错误。
10. 如果打进来的电话没人接，解释一下原因。记下打电话人的姓名及电话号码，让他要找的人给回电话。
11. 听电话时保持微笑。这在你的声音中能显示出来。
Unit 6
Classroom Activity I
--- Would you like to leave a message?
--- Should I tell him you will give him a call or ask him to call you ?
--- Tell him to call to the Washington Hotel. The number is 4386000 to 1023.
Classroom Activity II
--- Good morning. This is information disk. May I help you?
--- Good morning. Where can I buy a telephone card?
--- We have here. What denomination do you want to buy?
--- Do you have fifty ones?
--- Yes, we have. Here you are.
--- Thanks a lot.
--- You are welcome. Here is your receipt.
--- By the way, can you tell me how I can go to Dandong railway station?
--- You can walk out of the hotel and take the bus number 1 on the opposite of the road, you can take off at the station bus stop after five stops, then you can see the railway station.
--- Thank you very much.
--- You are welcome. We hope to see you again.
Part Four
II. information, meter reading, airmail, stick, stamp, message, commercial hotel, motel, star, resort hotel
III. 1. (F) 2. (F) 3. (T) 4. (T) 5. (F).
IV.
1. Good morning, information desk. Can I help you?
2. What seems to be the problem, madam?
3. We provide food and beverage service, laundry service and room service etc..
4. The health club is on the third floor, and the swimming pool is on the second floor.
5. You can reserve train tickets and air tickets in our hotel.
6. You can walk out the hotel and turn right for 50 meters, you will see the signs for subway entrance.
7. This is the best season here. ----Scenery is worth seeing.
8. If you need anything else, please give me a call.
9. You are welcome. It’s my honor to serve you.
10. Wish you a pleasant day!
V. 礼宾部
礼宾这个传统百分之百来源于欧洲。最早的礼宾部是指大楼里的高级管理员，保安，门僮，送信人员和问询处工作人员，以及法国饭店住店客人的陪伴，这是指在现代饭店出现之前的大型豪华公寓楼。
在现代饭店里，礼宾部相当于所有的对客服务，包括行李员和门僮的工作，负责邮件的送递，房间钥匙的发放，负责问询，联系客人对饭店内外的需要等。问讯处通常设在接待处和货币兑换处之间，负责的是纯粹的文职工作。
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