实验项目一 Room Reservations 预定客房 （6学时）
一、实验目的
了解前厅服务重要性和作用。
掌握预订服务在酒店经营中的重要性和作用。
了解和掌握预定服务的来源（公司客户、团体客户、休闲客户和散客）、预定类型（临时性、确定性和保证性预定）的相关常用英语表达和惯用语。
明确自己的工作职责，掌握客房类型的相关术语和表达。
二、实验原理或方法、手段
讲授、任务型教学
三、主要仪器设备及耗材
前厅服务工作台、电脑、电话、模拟训练相关资料等。
四、学生课前准备事项
1、对前厅服务过程做基本的了解。
2、了解和掌握预定服务的相关常用英语表达和惯用语。
五、实验内容及步骤
Room Reservation 预定客房
1、掌握电话预定、团体预定、门市预定和散客预定、取消或修订
预订等电话服务用语，熟悉预订服务特有的词汇和表达法，掌
握客房类型的相关术语和表达。
2、 呈现相关的词汇和表达法，由学生分别进行角色扮演。
1. A Group Reservation
Scene 1 :Suppose you are a tour guide, you are calling to the Great Wall Hotel in Hangzhou to make a group reservation for the guests from The United States.
Tips: 1. Your group has 30 people and you want to reserve 15 twin-bed rooms with a bath
2. The time is Augst 20 to 24
3. You need to have a meeting on the afternoon of August 23, from 3:00 p. m. to 5:00 p.m.
2. An Fit Reservation
Scene 2: Suppose you are Mrs. Houston , you will make a reservation in a hotel by phone. You are calling to the Shanghai International Hotel to make a room reservation from October 16th to 20th. The receptionist answers your phone and helps you reserve.
Tips: 1. You need a single room with shower.
2. The room rate is 300-500 Yuan RAM.
3. You need pay a deposit.
4. You need pick up service at the airport.
5. Your arrival time and departure time.
3. Revising the Resevation
Scene 3: Suppose you are Jack Wilson, the secretary of the Hua Xia Trading Company.You have booked two rooms from Oct. 12 to 14 for Mr. and Mrs. Smith and their two children in Kai Bin Hotel. You will call to the Front Office to revise your reservation.
Tips：1. Change two deluxe doubles to one for the Smiths from Oct. 14 to 18 because of their children’s absence.
2. If possible The Smiths want to upgrade a suit. They want to have a Spanish suite.
Useful Expressions
What kind of room would you like (prefer) ?
2. What kind of room would you like? We have single rooms, double rooms,
standard rooms, suites and deluxe suites.
3. We do have suites in British, French, Spanish, Japanese and presidential style, Which do you prefer ?
4. Do you give any discount ?
5. A double room with a front view is 140 US dollars per night
6. A double room with a rear view is 115 US dollars per night
7. Could you tell me under whose name was the reservation made ?
8. May I have your name and phone numbers, please ?
9. How long will you be staying ?
10. Would you please fill in this registration form, sir ?
11. Do you have any vacancies (vacant rooms) ?
12. I’m very sorry we have no room available. But I can recommend you another hotel here.
13. We won’t be able to guarantee you a room for ... (date)
14. A single room is US$80 per night, with a 15% service charge.
15. We offer 10 % discount for group reservation.
16. What credit card do you holding, sir ?
17. Can I pay with traveller’s cheques ?
18. You have to change the US dollars into RMB at the exchange counter over there.
19.The credit limit by the visa card office is $10,000, we need their permission to extend credit over the amount. Would you like to pay difference in cash？
20. I would like to confirm your reservation. A double room with bath from September 30th to October 3rd. Is that right ?
六、实验注意事项
实训过程中，学生应遵守相关教学制度。教学道具不得带离教学现场，如若造成教学设备的损坏以及教学道具遗失的需照价赔偿。
实验项目二 Check in 登记入住 （4学时）
一、实验目的
掌握登记入住服务在酒店经营中的重要性和作用。
了解登记入住的程序，掌握预定入住客人的入住程序（包括团体入住和贵宾入住），处理有客房时的散客入住程序以及未有客房时对散客的服务操作程序。
明确自己的工作职责：安排入住客人的房间、发放房间钥匙；联系行李部把客人行李运送至房间；登记客人叫早服务、交通安排以及其他的要求；处理客人投诉。
掌握各种不同的房价类型的相关常用英语表达和惯用语。
二、实验原理或方法、手段
讲授、任务型教学
三、主要仪器设备及耗材
前厅服务工作台、电脑、电话、模拟训练相关资料等。
四、学生课前准备事项
对登记入住服务过程做基本的了解。
了解和掌握登记入住服务的相关常用英语表达和惯用语。
五、实验内容及步骤
Check in 登记入住
1、分别对如何接待预定入住客人的入住程序（包括团体入住
和贵宾入住），有客房时的散客入住程序以及未有客房时对
散客的服务操作程序进行训练，掌握其不同的基本工作程序，
掌握客人登记入住服务特有的词汇和表达法，掌握不同的房
价类型的相关术语和表达。
2、 呈现相关的词汇和表达法，由学生分别进行角色扮演。
Checking in for the Guest with a Reservation
Scene 1 : Suppose you are a receptionist, you are receiving Mr. Smith ’s checking in at the reception desk in the hotel . He has made a reservation from The United States.
Tips: 1. Mr. Smith has reserved a double room with a bath from Jan. 8th to 12th
2. Mr. Smith wants to change a double room with a front view for a double room with a rear view
3. fill out the registration form, including name, address, nationality, passport number, signature and date of departure.
Checking in for a Group
Scene 2: Suppose you are a tour guide, you have made a reservation from July 15th to 18th for a group of 20 people in a hotel by phone. Now you are checking in for the group. The receptionist is receiving you .
Tips: 1. You show the name list with the group visa.
2.You have 10 twin rooms with showerfor July 15th to 18th
3. The room rate is 300 Yuan RAM per night.
4. You need morning- call services at 7:00 tomorrow morning.
5. You take the room card and the vouvhers for breakfast served at the Spring Hall on the second floor.
3. Receiving a Walk- in Guest
Scene 3: Suppose you are Jack Wilson, you come to Kai Bin Hotel to have a single room for six nights from Dec. 5th to 10th . The receptionist receives you.
Tips：1. You haven’t made a reservation, but you want to have a single room with bath for six nights from Dec. 5th to 10th.
2. You don’t want to have one facing the street because you want to have a sound sleep.
3. the room rate is 580 RMB per night
4. You ask the receptionist whether they have any discount for a long stay.
Useful Expressions
1.What kind of room would you like (prefer) ?
2. What kind of room would you like? We have single rooms, double rooms,
standard rooms, suites and deluxe suites.
3. A double room with a front view is 140 US dollars per night
4. A double room with a rear view is 115 US dollars per night
5. Could you tell me under whose name was the reservation made ?
7. May I have your name and phone numbers, please ?
8. How long will you be staying ?
9. How long would you like to extend your stay ?
10. Have you got a group visa ?
11. Could you give me your passport and fill in this registration form, sir ?
12.Would you please fill in this registration form, sir ?
13.The bellmen will send your baggage to your rooms..
14. Do you have any vacancies (vacant rooms) ?
15. I’m very sorry we have no room available. But I can recommend you another hotel here.
16. We won’t be able to guarantee you a room for ... (date)
17. A single room is US$80 per night, with a 15% service charge
18. We offer 10 % discount for a group reservation.
19. What credit card are you holding, sir ?
20. Can I pay with traveller’s cheques ?
21. You have to change the US dollars into RMB at the exchange counter over there.
22.The credit limit by the visa card office is $10,000, we need their permission to
extend credit over the amount. Would you like to pay difference in cash？
六、实验注意事项
实训过程中，学生应遵守相关教学制度。教学道具不得带离教学现场，如若造成教学设备的损坏以及教学道具遗失的需照价赔偿。
实验项目三 Check out 结账 （4学时）
一、实验目的
1、掌握酒店结账的工作程序（包括离店结账、餐厅用餐结账、康乐部消费结账），核对账单费用，避免计算错误，了解不同的账单支付方式。
2、明确自己的工作职责，如客人对费用有异议时，应能有礼貌地解释账单费用，并及时与收银员联系解决。
3、能熟练运用结账相关的常用英语表达和惯用语。
二、实验原理或方法、手段
讲授、任务型教学
三、主要仪器设备及耗材
前厅服务工作台、电脑、电话、模拟训练相关资料等。
四、学生课前准备事项
对结账服务过程做基本的了解。
了解和掌握结账服务的相关常用英语表达和惯用语。
五、实验内容及步骤
Check out 结账
1、分别对如何离店结账、餐厅用餐结账、康乐部消费结账等服务操作程序进行训练，掌握其不同的基本工作程序，掌握结账服务特有的词汇和表达法，掌握不同支付方式的相关术语和表达。
2、呈现相关的词汇和表达法，由学生分别进行角色扮演
Checking out for Bill in the Hotel
Scene 1 : Suppose you are Mr. Smith, you come to the reception desk to pay your bill in the hotel.
Tips: 1. Your room and room number
2. You have used some hotel services, such as the mini-bar, drinking two bottle of beer
3. Your bill totals 880 RMB.You don’t have enouge cash. You want to pay with travela’s check.
4. You check the bill and ask What the 20 Yuan is for.
Paying in cash
Scene 2: Jack and Frank have dinner in a restaurant. After their dinner Jack pays the bill, and the waiter says that they only accept cash payment .
Tips: 1. When they come to the restaurant, all tables are fully reserved. They wait for half an hour.
2. They have some delicious chinese food- Mapo bean curd, water-cooked fish , double –cooked pork, vegetables
3. They want a bottle of orange juice and two bottle of ginger beer
3. The bill totals 300 Yuan RAM.
4. Jack wants to pay with credit card,but the waiter says that they only accept cash payment.
Useful Expressions
Good morning，Front Office Cashier’s，can I help you？
Good morning，sir. May I be of service？
3. Are you checking out today，Miss Evans？
4. Would you like to vacate the room now，sir？
5. What’s your room number，please？/Can I have your room number and name，please？
6. Did you have breakfast this morning？
8. Have you used any hotel services this morning or had breakfast at the hotel coffee
shop？
9. Did you take anything from the mini-bar this morning，sir？
10. Did you make any phone calls from your room？
11. Thank you for waiting，the hotel including service charge for the three days is ＄470.
12.Have you signed any chit in the last hour，sir？
13. Your bill comes to ＄840 including the service charge.
14.Your bill totals ＄1000 excluding 10 percent service charge.
15 .Here is your bill，would you like to check it？
16.Would you like to check and see if your bill is correct？
17.That first number is your room number 202.
18.The second entry is the restaurant consumption.
19 . Item 6 is the ＄15 for the phone calls.
20. That’s for the lunch you ordered from your room.
21. That charge is for drinks taken from the mini-bar，sir.
22. This is the charge for your mini-bar consumption on May 15th，
23. That’s for the phone calls you made from your room.
24.Your overseas telephone call is including in the bill.
25. The service charge is including in the bill.
26. Is your luggage down yet，sir？if not，I will send a bellman to help with your luggage.
27. I’ll draw up your bill for you . /Shall I draw up your bill for you？
28 .Please wait a moment while I calculate your bill.
29. Your final bill has not reached our department yet，sir. Would you please wait a moment while I chase it down？
30.I’m afraid that the bill has not reached us yet. So I will have to check with the department concerned.
31. I’m sorry，according to the hotel policy，we don’t accept personal cheque.
32. Your bill totals ＄2400，how would you like to make the payment？
33. We accept credit cards here，which card would you like to use？
34. The credit limit by the visa card office is ＄10,000，we need their permission to extend credit over the amount. Would you like to pay difference in cash？
35.May I have a print of your credit card，please？
36. Our check-out time is 12 noon. But you used the room until 6pm. I’m afraid that for late check-outs we charge an extra 50％ of the room rate.
37. Can I check the details for you，please？
38. Would you mind waiting a moment while I check the details？I’ll just check it again for you.
39. I’m sorry，sir，but there seems to have been a mistake，would you please wait a
moment while it’s being rectified？
40. I’m sorry，sir. There has been a mistake，we’ll correct the bill.
41. I’m sorry，sir，but there seems to have been a mistake. Please wait a moment while I correct the bill.
42. Just one moment，please，I’ll check with the Assistant Manager. 43. Thank you for waiting，sir. Please sign on this bill.
44. Excuse me，sir, but could you please endorse this cheque where it been crossed out？
45. I’m sorry，sir, but the date on the cheque is incorrect. It should be pay 15th not May 18th. Will you please correct it and initial.
46. Can I have my bill，please？
47. What’s this for？
48. Would you like to sign for it，sir？
49. Thank you，I hope you enjoyed your dinner.
50. How would you like to pay for your bill，sir？ 52.We accept American Express，Master card，Visa card and Euro card. What kind have you got？
53.Do you accept traveler’s cheque？
54. Is everything all right during your dinner，sir？
六、实验注意事项
实训过程中，学生应遵守相关教学制度。教学道具不得带离教学现场，如若造成教学设备的损坏以及教学道具遗失的需照价赔偿。
实验项目四 Foreign Currency Exchange 兑换外币（4学时）
一、实验目的
1、熟悉和了解美元、欧元、日元等常用外币与人民币的兑换率。
2、明确自己的工作职责，耐心细致地为客人服务。
3、能熟练运用兑换外币相关的常用英语表达和惯用语。
二、实验原理或方法、手段
讲授、任务型教学
三、主要仪器设备及耗材
外币兑换处、电脑、电话、模拟训练相关资料等。
四、学生课前准备事项
1、了解货币兑换服务程序。
2、熟悉和掌握外币兑换服务的相关常用英语表达和惯用语。
五、实验内容及步骤
Foreign Currency Exchange兑换外币
1、对如何进行外币兑换进行训练，掌握其不同的基本工作程序，掌握外币兑换服务特有的词汇和表达法，掌握不同支付方式的相关术语和表达。
2、呈现相关的词汇和表达法，由学生分别进行角色扮演
1. Foreign Currency Exchange
Scene 1 : Mr. Smith is at the lobby of hotel. He comes to the reception desk to chang some Us dollars for RMB. The cashier serves him.
Tips: 1. His name and room number
2. He wanys to know the exchang rate for US dollar today. The exchange rate of RAM against US dollar is 6.8 yuam
3. He will change five huandred dollars.
4. Fill in the exchange memo, his passport number and the total sum and signs his name.
Useful Expressions
1.Would you like to change some money？
2. I’d like to change some money.
3. How much would you like to change, sir ？
4. Would you like it small or large bills ？
5.The rates of exchange are on the board there，sir.
6.It comes to ￥3200 at today’s exchange rate.
7. The exchange rate of US dollar to RMB is 100: 680, would you like to change now ?
8.Today’s rate of exchange is 8.09 to the dollar.
9. I’m sorry，sir，but the figures and the words on the cheque do not correspond.
10. Excuse me，sir, but could you please endorse this cheque where it been crossed out？
11. I’m sorry，sir, but the date on the cheque is incorrect. It should be pay 15th not
May 18th. Will you please correct it and initial.
12. I’m sorry，but we do not exchange Hong Kong dollars into Japanese Yuan.
13. I’m afraid we don’t accept non-convertible currency，sir.
14. Could you change it at a Foreign Exchange Bank？
15. I’m sorry，madam，but we have a change limit of ＄500 dollars between 9 p.m. to
8.a.m. due to the bank business hours.
16. I’m sorry，sir，we only offer one-way change，we are not licensed for a full exchange.
17. Please keep the receipt, you’ll have to produce it whenyou want to change your money back.
18. If we change large amounts, our cash supply runs out and we’re unable to oblige our other guests
19. Could you cash traveler’s cheque，please？
20. I’d like to know the rate for Swiss francs.。
21. Excuse，me. Could I trouble your for some change？
22. Sorry to trouble you，but have you change for 60fen？
23. Let me have a look，yes，we have the change，here you are.
六、实验注意事项
实训过程中，学生应遵守相关教学制度。教学道具不得带离教学现场，如若造成教学设备的损坏以及教学道具遗失的需照价赔偿
实验项目五 Taking Orders 点菜服务 （4学时）
一、实验目的
1、掌握酒店点菜的工作程序，熟练掌握菜肴、配菜名称，了解了解菜肴烹饪时间和酒水和饮料搭配，以及能清楚介绍和描述菜品。
2、能熟练运用点餐相关的常用英语表达和惯用语。
二、实验原理或方法、手段
讲授、任务型教学
三、主要仪器设备及耗材
餐厅服务工作台、餐厅、模拟训练相关资料等。
四、学生课前准备事项
对点菜服务过程做基本的了解。
2、了解和掌握中餐、西餐、饮料和酒的相关常用英语表达和惯用语。
五、实验内容及步骤
Taking Orders 点菜服务
1、对如何对顾客进行中餐、西餐点菜服务进行模拟训练，掌握其不同的基本工作程序，掌握点菜服务特有的词汇和表达法。
呈现相关的词汇和表达法，由学生分别进行角色扮演
Taking Orders at a Western Restaurant
Scene 1 : Mr. Smith and his friends come to a western restaurant to have supper. The waiter welcomes them and serves them your bill in the hotel.
Tips: 1. They don’t want to have table d’hote, but a la carte.
2. They order beef steak (some it well done, under down, others rare) , diced chicken with pepper& black beans, lobser, lamb chop and fruit salad.
3. They order 10 bottle of beer, whiskey for men, some soft drinks for ladies.
4. We serve these beers，San Miguel，Carlsberg，Lowenbrau，Sun Tory，Blue Ribbon and Five star，which one do you prefer
2. Taking Orders at a Chinese Restaurant
Scene 2: Mr. Bellow and his friends want to try some chinese food, the waiter recommends some chinese food to them .
Tips: 1. They’d like to try some real Chinese cuisine. But they have no idea about it. The waiter recommends some chinese food to them
2.They have some special dishes- Mapo bean curd, water-cooked fish , double –cooked pork, tender boiled chicken with soy sauce, steamed Reeves Shad, pepper salt fried spareibs
3. The soup: wild mushroom soup, pork ribs and tunip soup, stewed mushroom in checken souptomato and egg soup, vegetables
4. They want champagneand brandy
Useful Expressions
1. Good evening, sirs. Would you like to take your order now ?
2. Do you have a reservation? Yeah, we have a reservation under Mr. Smith for four people.
3. We’d like to try some real Chinese cuisine. But we have no idea about it.
What would you recommend ?
4. Would you like to have table d’hote, or a la carte ?
5.We offer special menus for different diets.
6.Why not try our buffet dinner ?
7.Would you like a table in the hall or in a private room ?
8. How many people are there in your party ?
9. Do you have any special requirements for the celebration ?
10. Could you please tell me in whose name was the reservatiom made ?
11. I’ m afraid that table is reserved for 8 p.m.
12. We don’t have a vacant table at the moment.
13. I’m sorry. The table by the window has been reserved.
14. Would you like to have table d’ hote, or a la carte ?
15. Which flavor would you prefer, sweet or chilly ?
16. Would you like to try our House Specialty ?
17. Today’s special is ..., with a 20% discount.
18.What would you like to drink？we have a great variety of wines. Which kind of
them do you prefer？
19. Would you like you beer draught or bottle ?
20. Would you like your coffee with milk and sugar ?
21. With ice or without ice, sir ?
22. I do apologize for giving you the wrong dish. I’ll heat it up for you at once.
23. I’m terribly sorry. I will go to check it out and bring it to you as soon as
possible.
24. Could I offer you a complimentary drink ?
25. Please accept our apologies. I assure you this won’t happen again.
六、实验注意事项
实训过程中，学生应遵守相关教学制度。教学道具不得带离教学现场，如若造成教学设备的损坏以及教学道具遗失的需照价赔偿
实验项目六 Dealing with Complaints 处理投诉 （4学时）
一、实验目的
1、对客人对酒店的投诉有一个总的了解，正确对待和处理客人投诉，掌握和了解酒店各部门的设备状况。
2、明确自己的工作职责，掌握处理客人投诉的程序和步骤，避免指责、争论，力争成功解决客人投诉的问题，以树立酒店良好的形象。
3、有良好的沟通能力和语言表达能力，能熟练运用处理投诉相关的常用英语表达和惯用语。
二、实验原理或方法、手段
讲授、任务型教学
三、主要仪器设备及耗材
前厅工作台、电脑、电话、模拟训练相关资料等。
四、学生课前准备事项
1、对酒店客人常见的投诉问题有基本的了解。
2、了解和掌握处理投诉服务的相关常用英语表达和惯用语。
五、实验内容及步骤
Dealing with Complaints 处理投诉
1、分别对客人对房间设施、上错菜的投诉进行模拟训练，掌握基本工作程序，掌握处理投诉特有的词汇和表达法，注意工作态度和语言交流的方式。
2、呈现相关的词汇和表达法，由学生分别进行角色扮演。
1. Complaining about Room Facilities
Scene 1: Suppose you are a receptionist at Service Center, a guest phones to you to complain about the air-conditionner in his room in the hotel.
Tips: 1. You first listen carefully to the guest with a smiling face.
2. You comfort the guest with soft words.
3.You tell the guest that you will ask the manager to deal with the problem.
4.The manager first says sorry to the guest and then will send an engineer straight up to the guest’s room to have a look at the air- condintioner.
5. The guest accepts the manager’s suggestion to deal with the problem.
2. Complaining about Mis- serving
Scene 2: Suppose you are a head waiter, a guest, Mr. White comes to you to complain about the mis-serving in the restaurant. He orders a well-down steak. But the waiter gives him a rare down steak. He asks the waiter whether they make a mis-serving. You apologize to Mr. White for giving him the wrong dish. You promise to change it immediately.
Tips: 1. You comfort the guest and tell him you will deal with the matter immediately .
2. It will take 10 minutes to prepare a new well-down steak.
3. Mr. White will have a appointment at 7:00 but now it is 6:45.
4. The head waiter apologies to Mr. White and decides to ask the Room
Service to serve Mr. White the well-down steak as a snack at 9:30 without payment.
5. Mr. White expressed his thanks.
Useful Expressions
1. The room is in a mess / too noisy.
2. The window curtain is ful of dust.
3. The pillow cases are stained
4. There is no hot water / water boiler.
5.The bathtub/ water closet is dirty.
6.What’s problem, sir ? Can I be of assistance？
7. I’m terribly sorry to hear that.
8.This is quite unusual. I will look into the matter.
9. I will get you another one.
10. I will have them prepare another one. Would you like some drinks while you arewaiting？
11. Shall I have the dish cooked again？
12. I will take to the chef and see what he can do.
13. I’m terrible sorry. I can give you something else if you’d like. That will be on the house，of course.
14. Would you like to try something else？with our compliments, course.
15. I will see about your order. Would you like some appetizer while you are waiting？
16. I’m sorry, sir. Please excuse her. We are very busy today.
17. I am sorry, sir. We are short of hands today. Would you please have a drink fires.
18. I’m sure everything will be right again next time you come.
19. I’m sorry to hear it . please be assured that we will look into the matter. Out chef is very particular.
20. How about a delicious dessert then，with our compliments？
21. I have every confidence in our chef. Just give us another chance，and you will find this restaurant really lives up to its name.
22. I do apologize for giving you the wrong dish. I’ll heat it up for you at once.
23. I’m terribly sorry. I will go to check it out and bring it to you as soon as
possible.
24.Could I offer you a complimentary drink ?
25. Please accept our apologies. I assure you this won’t happen again.
六、实验注意事项
实训过程中，学生应遵守相关教学制度。教学道具不得带离教学现场，如若造成教学设备的损坏以及教学道具遗失的需照价赔偿
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