Chapter 1　Courtesy English

Objectives

To help the students master useful expressions and sentences about courtesy English.

To help the students familiar with the departments and positions of hotel.

To help the students make some dialogues about courtesy English.

Warming Up

1. Look at the following pictures and fill in the blanksaccording to the corresponding description.

　　　　　 is known as the general service counter or called the reception desk and responsible for selling hotel product and service, organizing reception and business scheduling, which is a comprehensive service department.

The 　　　　　 Department is the performing of necessary housework, including making or changing beds, dusting furniture, sweeping or cleaning floors and carpets, washing bathrooms, replacing towels and washcloths, and supplying the rooms with the necessary items, etc.

The 　　　　　 Department is usually equipped with proper size of small hall, Chinese and western restaurants, coffee shops and bars, is one of the most important department in hotel and provide breakfast, lunch and dinner for guests.

The 　　　　　 Department is responsible for the regular operation of the hotel and the safety of the hotel staff and guests and their properties.

The 　　　　　 Department maintains the property’s structure and grounds as well as electrical and mechanical equipment.

The 　　　　Department is a general department to satisfy the guests needs of recreation and fitness, which has swimming pools, gym, ballroom, night club, spa, etc.

Dialogues

Key sentences:

Good afternoon. Long Ding Hotel May I help you?

Could you give me your passport and fill in this form?

Is there anything breakable or valuable in your bag?

May I put your luggage here?

If you need any help, please call up front desk.

Pre-questions:

1. Do you know which department in hotel is responsible for help guest book a room?

2. Do you know who in hotel is responsible for handling luggage for guests?

3. What should the hotel staff say to guests when they help guest check-in?

Dialogue 1

Operator:　　　Good afternoon. Long Ding Hotel May I help you?

Guest:　 　　　Good afternoon. I’ d like to reserve a room in your hotel.

Operator:　　　Wait a moment, please, madam. I’ ll put you through.

Guest:　 　　　Okay, thank you.

Receptionist:　　Room reservation. May I help you?

Guest:　 　　　Yes, I want to book a single room in your hotel.

Receptionist:　　For which date, please?

Guest:　 　　　From April 1st to 3rd.

Receptionist:　　For how many people? For which date, please?

Guest:　 　　　Just me.

Receptionist:　　Could you please hold the line? I’ ll check our room availability for those days... Thank you for your waiting. We have a single room and it is 300yuan per night.

Guest:　 　　　Well, I’ ll take it.

Receptionist:　　May I have your name and telephone number, sir?

Guest:　 　　　Yes, it’s John Smith. Then number is 06-342-3344.

Receptionist:　　Okay, Mr. Smith. You have booked a single room form April 1st to 3rd. Is that right?

Guest:　 　　　That’s right.

Receptionist:　　Thank you. We look forward to your coming.

Dialogue 2

Receptionist:　　Good afternoon, Madam. Welcome to our hotel.

Guest:　 　　　Good afternoon. I have book a family suite in your hotel.

Receptionist:　　Okay, madam.What’s your name, please?

Guest:　 　　　It’s Mrs. Black.

Receptionist:　　Let me check. Oh, it’s here. Your room number is 321. Here is your room card and breakfast coupon.

Guest:　 　　　Thank you.

Receptionist:　　Could you give me your passport and fill in this form?

Guest:　 　　　Ok... Here you are.

Receptionist:　　Okay, let me check, your passport number, signature. It’s right. The bellman will take your luggage and show you to your room.

Guest:　 　　　Thank you.

Receptionist:　　You are welcome. I hope you enjoy your stay with us.

Dialogue 3

Bellman:　　 　Good afternoon, sir. Welcome to our hotel. I’ ll show you to your room. You have one luggage, right?

Guest:　 　　　Yes, that’s right.

Bellman:　　 　Is there anything breakable or valuable in your bag?

Guest:　 　　　No, just some clothes.

Bellman:　　 　Okay. This way, please.

Bellman:　　 　This is your room, sir. May I have your key?

Guest:　 　　　Okay, here you are.

Bellman:　　 　After you, sir. May I put your luggage here?

Guest:　 　　　Of course.

Bellman:　　 　If you need any help, please call up front desk. The extension number for front desk is 8.

Guest:　 　　　Okay. Thank you for yourinformation.

Vocabulary

Useful Expressions

Welcome and greeting

1. Good morning/noon/afternoon/evening, Sir/Madam! May/Can I help you?

早上好/中午好/下午好/晚上好，请问我能为您服务吗？

2. How do you do? (— How do you do?)

您好！

3. Nice/Glad to meet (see) you!

很高兴见到您！

4. It’s nice to meet you again, Mr.××.

太好了，××先生,再次见到您。

5. Welcome to our hotel!

欢迎光临我们酒店！

6. Have a good time!

祝您在酒店过得愉快！

7. We wish you a pleasant stay in our hotel.

愿您在我们饭店过得愉快。

8. Have a good rest.

祝您休息好。

9. Thank you for staying in our hotel.

感谢您在我们饭店下榻。

10. Please enjoy your stay.

祝您住宿愉快。

Telephone Etiquette

1. Wait a moment, please.

对不起，请稍等。

2. Sorry, he is not in at the moment.

对不起，他暂时不在。

3. I beg your pardon?

对不起（我听不大清楚）。

4. Could you speak a little slower, please?

请稍微讲慢一点。

5. I’ ll switch you to Room 1120.

我马上给您接1120房间。

6. Who is speaking/that, please?

请问您是哪位？（电话用语）

7. Wait a moment, please.

对不起，请稍等。

Congratulation

1. Congratulations!

祝贺您！

2. Happy birthday!

生日快乐！

3. Happy New Year!

新年快乐！

4. Merry Christmas!

圣诞快乐！

5. Have a nice holiday!

节日快乐！

6. Wish you every success!

祝您成功！

Appreciation

1. Thank you!

谢谢！

2. It is very kind of you! It doesn’t matter.

谢谢，您真客气！

3. You are welcome! /Not at all.

不用谢！

4. It is my pleasure!

非常高兴为您服务！

5. I am at your service!

我随时愿为您服务！

6. That is all right.

没关系。

Guide

1. This way, please.

这边请。

2. Go ahead,and turn left/right.

向前走，然后往左/右边拐。

3. It is on the second floor.

在二楼。

4. It is next to...

它紧靠着……

5. It is opposite the...

它在……对面

6. I will take you there.

我带您去。

7. Go upstairs/downstairs to the third floor.

请上楼，走到三楼。

8. You first, please.

您先，请。

9. I will take you there.

我带您去。

10. Take the lift to the third floor.

乘电梯到三楼。

Apology

1. I’ m awfully/very sorry, sir.

非常对不起，先生。

2. Sorry to keep you waiting.

对不起，让您久等了。

3. I’m awfully/very sorry for my carelessness.

对于我的粗心大意我非常抱歉。

4. I am very sorry for the inconvenience.

很抱歉造成您的不便。

5. I would like to apologize for the mistake.

为这个错误我深致歉意。

6. I’ m terribly sorry. It’ s my fault.

非常抱歉，那是我的过错。

7. Sorry to interrupt you.

对不起，打扰了。

Goodbye

1. Goodbye/See you later.

再见。

2. Good night/dream.

晚安。

3. Thank you for staying in our hotel.

感谢您在我们饭店下榻。

4. Have a good/nice trip. /time. / Wish you a pleasant journey.

旅途愉快。

5. Goodbye and thanks for coming.

再见，多谢光临。

6. Goodbye and hope to see you again.

再见，欢迎下次光临。

Exercises

1. Questions and Answers

3. Match the sentences in Column A with their corresponding answers in Column B.

4. Read the passage and decide if the statements are true (T) or false (F).

A general manager typically assumes the top spot in the organizational structure of a hotel. For smaller establishments, this could be the owner. This is the person ultimately responsible when things go well and when they go wrong.

Under the top managers are a few or a group of departmental managers, depending on the size and success of the establishment. One may handle the overnight shift, another may be a chef in charge of the kitchen and room service. A trusted maid may be placed in charge of the housekeeping operations, and the front desk attendant with the most experience may manage other similar employees.

Under all of the managers in the organizational structure of a hotel are the rest of the employees, who deal on a more direct basis with the customers and their needs. These are the cashiers, waiters, cooks, busboys, housekeepers, valets, pool attendants, maintenance workers, activities directors and gophers. Each of these employees is tasked with helping to create an environment of memorable service at the hotel. If organized correctly, this should gain these employees respect and recognition from all the managers stationed above them.

Exercises:

(1) A general manager typically holds the highest position in in the organizational structure of a hotel. (　　)

(2) For smaller hotels, a general manager could be the owner. (　　)

(3) Under the top managers are directly cashiers, waiters, cooks, busboys, housekeepers, valets, etc. (　　)

(4) Generally, a trusted maid may be placed in charge of the housekeeping operations. (　　)

(5) All the managers should gain respect and recognition from the employee below them. (　　)

Challenges and Solutions

1. If you were a bellman, you saw a guest just arrive, what should you do?

Solutions:

2. If you were a bellman and helped guests handle luggage, when the guests said thank you, what should you say?

Solutions:

3. If a guest got lost in your hotel, what should you do?

Solutions:

4. If a guest lost his wallet in the hotel, what should you do?

Solutions:

5. If a guest made a call to you, but he spoke too fast, what should you do?

Solutions:

6. If a guest complained that the room’s air conditioner did not work, what should you do?

Solution:

7. If a guest was angry with you, what should you do?

Solutions: