Unit 5 Counter Services. Topic 1: Check-in Background Information While checking in the hotel, you...

Unit 5 Counter Services

Topic 1: Check-in

Background Information

While checking in the hotel, you have to fill in the registration form, covering the following information:

客人姓名 Guest Name 登记编号 Code 联系电话 Telephone Number 联系地址 Address 入住人数 Number of Guests 入住时间 Occupation Time 房间种类 Room Type

Topic 1: Check-in


房间数量 Room Number 价格标准 Price 折扣优惠 Discount 房间要求 Room Demand 房间布置 Decorations

Topic 1: Check-in

Situational Dialogue

The Whites are checking in the hotel according to their reservation.(A: Receptionist B: Tour guide C: Mr. White)A:Good afternoon! Welcome to our hotel.B:Good afternoon! I’d like to have one suite and two single rooms, please.A:Have you made a reservation?B:Yes. We have booked them for our tour group from the United States. I’m Zhang Li, from China International Travel Service.

Topic 1: Check-in


A:Oh, I’m sorry. There is no reservation from your service.B:I’m sure we have made a reservation. Could you check again a reservation for Friday for the tour group from the United States?A:All right. Let me check again. Ah, yes, one suite and two single rooms from China International Travel Service. C:Is there a bath in the room? We feel like taking a bath right now.

Topic 1: Check-in


A:Yes, every room is equipped with a bath, a telephone and an air-conditioner.C:That’s good!A:Can I see your passports, please?C:Yes, these are our passports.A:Thank you. Here are your passports. Please fill in this registration form.C:The registration form is finished. Shall we have our keys to the rooms?

Topic 1: Check-in


A:Of course. Here are the keys to your rooms. Your rooms are on the third floor. The bellboy will take you to your rooms.C:Thanks!B:I guess you must be tired after a long trip. If there’s nothing else you want, I will be leaving. I will meet you at the lobby on the ground floor at seven o’clock tomorrow morning for your breakfast. You can take a good rest tonight.

Topic 1: Check-in


C:I don’t think there is anything else. You have been very considerate. Thank you very much.B:You are welcome. Enjoy your stay. See you tomorrow.C:See you tomorrow.

Topic 1: Check-in

Vocabulary

Bellboy (旅馆、俱乐部等的 )行李服务员；侍者Lobby (剧院、旅馆等的 )门廊、门厅 passport 护照；通行证；执照receptionist 接待员registration 登记；登记证；登记人员的数目；注册

Topic 1: Check-in

Notes

1.I’d like to…/I want…/I prefer… 想要，倾向于Eg. I want a double room. 我想要间双人房。Eg. I prefer a quiet room. 我想要间安静点的屋子。2.be equipped with… 配备有，装有Eg. The hotel is equipped with the Chinese traditional furniture. 这家酒店配备有中国传统的家具。

Topic 1: Check-in

Notes

3.fill in/out 填写Eg. He is filling in the application form. 他在填写申请表。4.I don’t think there is anything else. 再没什么了。

Topic 1: Check-in

Useful Sentences

Reservation1.I have a booking for today. 我预订了今天的房间。2.I made a reservation, and I’d like to check in. 我预订了房，现在要入住。3.I’ve reserved a single room and a double room.我预订了一间单人房和一间双人房。4.Just a minute, Mr. Smith. I’ll check the arrival list.请稍等，我现在为您查阅入住名单。5.Excuse me, do you have a confirmation?请问您确认过 (订房 )了吗？

Topic 1: Check-in

Useful Sentences

Registration1.Would you like to register?您要登记入住吗？2.Would you mind filling in the registration form, madam? 请您填写下登记表。3.Should I sign my name here or there?我应该在这里签名吗？4.Write down your surname here, and your first name there.请把您的姓写在这里，把您的名写在那里。

Topic 1: Check-in

Useful Sentences

5.Write down your nationality, passport number, validity date, date of birth, gender and your date of arrival here.请填写您的国籍、护照、有效日期、出身年月、性别及入住日期。Notice1.You paid a RMB1,000 advance deposit. Is that right? 您预付了 1 000元人民币定金，对吗？

Topic 1: Check-in

Useful Sentences

2.For security reasons, we ask all new guests to present their key cards when requesting their room keys.为了安全，请新入住的房客在索取房门钥匙时出示房卡。3.Please remember to return your key before you leave the hotel.请在离开酒店前交回房门钥匙。

Topic 1: Check-in

Useful Sentences

4.The bellboy will show you the way up.行李生会带您上楼。5.I hope you enjoy your stay.祝您入住愉快。

Topic 1: Check-in

Exercises

1. Complete the following dialogue according to the Chinese in brackets and then read it in roles.Stephen Nobel comes to check in at the hotel reception desk.(A: Receptionist B: Stephen Nobel)A:Good morning, sir. Welcome to our hotel.B:Good morning. ______________________________(我在你们酒店订了一个单人房间｡ ) A:What’s your name, please?B:Stephen Nobel.

Topic 1: Check-in

Exercises

A:________________________________________(您从哪里来？ ) B:I’m from Australia. A:Let me check. ______________________________(哦，有了。您的房间是 2608，这是您的房卡和钥匙。 ) Will you please register?B:_________(当然可以。 )A:_______________________________________________(请把护照给我，并填上这份旅客登记表好吗？ )B:OK. Here you are.

Topic 1: Check-in

Exercises

A:_________________________________________(让我看一下……请您填上护照号码并签名｡ )B:Oh, yes. Is that all?A:Yes, that’s all right. Thank you.2. Role Play. Make up a dialogue based on the following situation and role-play it to the class.Mr. Blank, an American, has just arrived Shanghai on a business trip and he had made a reservation in Shangri-la Hotel. He is going to check-in. You and your parter should play the role of Mr. Blank and the receptionist.

Topic 1: Check-in

Knowledge Links

How to Fill in a Registration FormGenerally speaking, a registration form for a foreigner client should include the following items, such as nationality, full name, date of birth, sex, passport number and type of visa, reason and duration for stay, entry time and place, reception unit. Moreover, it also should cover the details as to the room number, rate, arrival and departure time, form of payment, address, the client’s signature, the receptionist’s signature and the hotel’s duty-free declaration, etc.

Topic 1: Check-in

Knowledge Links

Table 5-1: Registration Form of Temporary Residence房号： Room NO. (请用正楷填写 Please use block letters)

姓名Name

中文姓名Name in Chinese

国籍、地区或籍贯Nationality/Region

性别Sex

出生日期Date of birth

停留事由Reason for stay

职业 /公司名称Profession/Company

国 ( 境 )外住址Home address

入住日期Date of arrival

退房日期Date of departure

Topic 1: Check-in

Knowledge Links

请注意：Please note：1. 退房时间是中午 12时Check out time 12:00 noon.2. 收款处设有免费贵重物品保险箱Safe deposit boxes are available with no charge at front office cashier counter.3. 访客请在晚上 11时前离开客房Visitors are requested to leave guest rooms by 23:00 hrs.4. 结账后请交回客房门钥匙Please return your room key to front office cashier counter upon check-out.

结算方式Kindly indicate form of payment现金Cash旅行社传单Voucher信用卡Credit card

客人签名Guest signature

以下由服务员填写 To be filled in by front office clerk护照或证件名称：号码证件

种类：证件号码：

签证有效期：

签证签发机关：

入境日期：

入境口岸：

接待单位：

日租：房号：值班职员签名：

Topic 2: Exchange of Foreign Currency


According to the Administrative Rules of the People’s Republic of China on Cross-Border Transportation of National Currency issued by China’s Central Bank in December 2004, travelers are allowed to take up to US$5,000 equivalent of foreign currency and 20,000 yuan of local currency (US$1=7.5 yuan) into or out of the country.There is no need to declare this to customs if the currency you carry is less than the limit.



Amounts up to US$10,000 will require a Permit for Taking Foreign Currency Out of the Customs Territory issued by a bank. Anyone who takes more foreign currency than US$10,000 is required to show a legal warrant issued by agencies of the State Administration of Foreign Exchange. For travelers who leave the country a second time within 15 days, the limit of foreign currency is US$1,000. If you leave the country a second time on the same day, the limit is US$500.



If you have a declaration record of foreign currency when entering the country, customs will examine this before authorizing you to pass.It is quite easy to exchange your currency into CNY, Chinese yuan, at your arrival airport, as well as hotels and banks in China, so it is not really necessary to bring Chinese currency to China.



Mr. White is exchanging some dollars into RMB at the counter.(A: Cashier B: Mr. White)A:Good afternoon, sir. Can I help you?B:I’d like to change 1,000 US dollars. What’s the exchange rate between US dollars and Chinese RMB?A:According to today’s exchange rate, it’s 100:660. Would you like to be included in your room bill, or convert from cash, traveler’s checks, or credit card?B:From my Master Card, if it’s not too much trouble.



A:No, not at all. Would you please fill in this memo and show me your passport? We have different denominations, from 100-yuan to 1-yuan paper notes, and 1-yuan coins. You like…er…B:Give me 100-yuan and 50-yuan bills, and coins for small change. Here is the memo.A:Fine, thanks. Please wait a moment. Here you are, Mr. White, please count it now.B:Exactly right. Thank you. By the way, where else can I make an additional exchange?



A:We provide 24 hour service in the hotel. Or, you can do it at any branch of Bank of China around the city.B:That’s most convenient. Well, I’ve met some guys in the street who followed me all the way and kept on asking “Change money, change money?” A:Oh, just ignore them. And I must warn you that the exchange of foreign currency in any other institutions or with any individuals is illegal. And you may risk getting counterfeit bills.



B:No, I’ll never do that. I don’t trust those guys. Thank you anyway. Oh, can you tell me what I should do with the RMB left with me?B:You’ll have to go to the Bank of China or the airport exchange office to change it back into dollars by showing the memo.B:I see. Thanks.A:You’re welcome.


Vocabulary

convert 兑换counter 柜台counterfeit 伪造的currency 通货 , 货币denomination 面值exchange 互换memo 备忘录便笺，便函


Notes

1.exchange rate 汇率Eg. I’d like to know today’s exchange rate. 我想知道今天的汇率。2.be equivalent to… 等同的……Eg. According to today’s exchange rate, every US dollar in cash is equivalent to 6.60 RMB. 根据今天的汇率，一美元等于人民币 6 元 6角。3.risk doing 冒险Eg. You may risk getting counterfeit bills. 你有兑换到假币的危险。


Useful Sentences

For a cashier1.We have a rigid exchange control law. 我们有严格的外汇管制条例。2.May I have your name, room number and passport, sir? 请告诉我您的姓名，房间号，并出示您的护照。3.This is an exchange memo. Please fill in your name and the amount you intend to change.这是外汇兑换单，请填上您的姓名，需要兑换的金额。


Useful Sentences

4.Please sign your name on the bottom line and put down your address here.

请在支票底端的线上签名，并在这儿写下您的地址。5.Would you sign on the checks and memo? 请在支票和兑换单上签字。6.Here are your money and exchange memo. Please check it. Please keep the memo. It may come in handy later on. You may convert the unused RMB back into foreign currency when you leave China.这是您的钱和兑换单，请核对。请保留兑换单，以后会有用的。离开中国时您可以把未用完的人民币兑换成外币。


Useful Sentences

For a client1.Where can I change the money? 到什么地方兑换外币？2.Is this where I can exchange foreign money for RMB? 请问是在这兑换外币吗 ?3.What is the exchange rate? 今天的汇率是多少 ?4.I’d like some small changes. 请将大钞换成零钱。


Useful Sentences

5.I’d like to cash this traveler’s check. 请将这些旅行支票兑换成现金。6.Is there any commission charge? 需要手续费吗 ?7.I’d like to change 10,000 yuan, RMB into US dollars, please. 我想把一万人民币兑换成美元。


Exercises

1. Complete the following dialogue according to the Chinese in brackets and then read it in roles.Stephen comes to exchange money at the Cashier’s.(A: Cashier B: Stephen)A:Good morning. Can I help you?B:Yes. _______________________________________(我想兑换一些日元。 )A:How much is that?B:10,000 yen. Here you are. ____________________(请问今天的兑换率是多少？ )


Exercises

A:We change foreign currencies according to today’s exchange rate...100 yen, an equivalent of RMB 6.41.B:That’s all right.A:Please fill in the exchange memo, your passport number and sign your name.B:Here you are. Is that all right?A:Yes, thanks. _____________________________(您需要什么面值的人民币？ )B:100-yuan and 50-yuan bills, and coins for small change.


Exercises

A:____________________________________________(好的，请稍后。 )B:Here you are. Check it, please, and keep the memo.A:That’s all right. Thank you for your help.B:Always at your service.2. Role Play. Make up a dialogue based on the following situation and role-play it to the class.Mark wants to change some US dollar into RMB. He is going to the Exchange Counter of the hotel. You and your parter should play the role of Mark and the cashier.


Knowledge Links

How to Fill in Exchange MemoThe cashier should first identify whether the foreign currency is real or fake, and then fill in the exchange memo according to the amount. The cashier should fill in the foreign currency’s amount, category, the exchanged amount of RMB according to the same day’s exchange rate, date and the clerk’s name. Then make the guest sign, indicate the foreign currency’s code, and write the room number and credentials number.


Knowledge Links

Hotel Exchange Certificate and Exchange Memo国籍护照号码日期Nationality _____ Passport No. _____ Date ____姓名及签字住址 /饭店Name & Signature _______ Address/Hotel_________


Knowledge Links

Table 5-2 ： Exchange Memo

外币金额Amount in foreign

currency

扣贴息Less

discount

净额Net

amount牌价Rate

人民币金额Amount in

RMB

摘要Particulars


Knowledge Links

请妥善保存，以备查验。在六个月内出境时可凭此兑回部分外汇。只限一次。Please keep this for checking. Part of unused RMB can be reconverted into foreign currency for only one time when holder leaves China within six months.

复核员经办员

Topic 3: To the Guest Room


Staying at the hotel, you need to know something about guest service of it. Please look at the following expressions:宾客服务中心 Guest Service Center客房楼面 Floor公共区域 Public Area被服室 Linen Room洗衣房 Laundry Room



Scene 1 Mrs. White and two children are in their room.(A: Bellboy B: Mrs. White C: Jimmy)A:This way, please. This is your room. Here are your keys.B:It is a lovely room.A:Where can I leave your luggage?B:Just here. Thank you.



A:Mrs. White, here is the light’ switch, the temperature adjuster, the wardrobe and the mini-bar. Here’s our hotel’s Service Information Booklet. It gives you an idea about our services and facilities.B:Wonderful! Thank you.A:That door leads to the bathroom, and there’s a laundry bag in the wardrobe. The hot water supply is round the clock. And there’re two sockets in the bathroom, for 110V and 220V respectively. The voltage here is much higher than that in the States.



B:You’ve made us feel very welcome. By the way, is the tap water drinkable?A:Oh, Mrs. White please don’t drink the tap water. There is boiled drinking water in the thermos bottle and cold drinking water in the carafe. If you need anything, please dial 8 or press the button over there.C:What about the TV?A:Over here. This is the remote control. There are sixty channels including five English programs. Here is a program guide.C:I see.



A:Is there anything I can do before I leave the room?B:No. Thank you very much.A:You’re always welcome. I hope you will enjoy your stay with us. Scene 2 Mr. White is storing their luggage.(A: Bellboy B: Mr. White)A:Excuse me, sir. Do you need any help?B:Yes, can you show me where I can store my luggage?



A:At the luggage desk. This way, please.B:OK, after you.A:What would you like to store, sir?B:This suitcase, please.A:Are there any valuables in it?B:Uh, yes, my passport, some cash and some gold ornaments.A:You must deposit the valuables at the Reception Desk, I’m afraid.B:Well, I see. I’ll take them out. Then to be careful with the vases in the suitcase.



A:Don’t worry, sir. We will put a card onto the luggage, with the words “Handle With Care” .B:That sounds good.A:Would you sign your name on the luggage deposit slip?B:OK, I’ll take care of it. Here you are.A:Thank you. Here is your receipt. Show it when you come to claim the luggage.


Vocabulary

adjuster 调节器channel selector 频道选择器claim 要求，认领deposit slip 寄存单mini-bar 小冰箱ornament 装饰品，首饰receipt 收据switch 开关，电闸volume control 音量控制


Notes

1.round the clock 24小时不断Eg. The hot water supply is round the clock. 热水供应 24小时不断。 2.feel like… 想要Eg. I feel like swimming now. 我想去游泳3.freshen up 精神起来Eg. Let me just go and freshen (myself) up. 我要去精神一下。


Useful Sentences

For a housekeeping server1.Welcome to the sixth floor. I’m the floor attendant. Just let me know if there is anything I can do for you.欢迎光临我们六楼。我是楼层服务员。如有什么事情要我做，请随时吩咐。2.Here is the light’s switch, the temperature adjuster, the wardrobe and the mini-bar. 这是电灯开关、温度调节器、衣柜和小冰箱。


Useful Sentences

3.Here’s our hotel’s Service Information Booklet. It gives you an idea about our services and facilities. 这是我们饭店的服务指南，它将告诉您有关我们饭店的服务及设施情况。4.That door leads to the bathroom, and there’s a laundry bag in the wardrobe. 这扇门通浴室，衣柜里有一个洗衣袋。5.The hot water supply is round the clock. 热水供应 24小时不断。


Useful Sentences

6.There’re two sockets in the bathroom, for 110V and 220V respectively. 浴室里有两个插座，一个是 220伏的，另一个是 110伏的。7.May I do the turn-down service for you now? 现在可以为你们收拾房间了吗 ?8.It’s getting dark, would you like me to draw the curtains for you, madam? 天暗下来了，要不要我把窗帘拉上 ?9.Is there anything else I can do for you?还有什么事情要我做吗 ?


Useful Sentences

For a tourist1.Where is Room 608? 请问 608房间在哪儿 ?2.I feel like taking a bath to freshen up after the transocean flight．跨海飞行后我想洗个澡舒服一下。3.By the way, is the tap water drinkable? 顺便问一下，这里的自来水能喝吗？4.Could you do our room first next time? 下次你能先打扫我们的房间吗？


Useful Sentences

5.Would you tidy up a bit in the bathroom ？请整理一下浴室好吗 ?6.We’d like to have breakfast in our room tomorrow. Could you bring it here? 我们想明天在房间里用餐，能否把早餐送到客房来？7.Will you do me a favor? 能帮个忙吗 ?8.I would like to be woken up early tomorrow morning. 明天能不能早点叫醒我 ?


Exercises

1. Complete the following dialogue according to the Chinese in brackets and then read it in roles.Stephen Nobel (the guest) is arriving at the hotel.(A: Bellgoy B: Stephen Nobel)A:Good morning, sir. Welcome to our hotel. I’ll show you to your room. _____________________________(您有两个手提箱和一个背包｡ )Is that all right?B:Yes, that’s right.A:___________________________________________(背包里有没有值钱的或者是易碎的物品呢 ?)


Exercises

B:Yes. There is a bottle of whiskey.A:Could you carry this bag, sir? ______________(我恐怕里面的物品会被我打碎｡ )B:Sure, no problem.A:Thank you. This way, sir.A:This is your room. __________________________(先生，能把您的钥匙给我吗 ?) After you, sir. May I put your bags here?B:Sure. Just put them anywhere.A:This room faces south. ______________________(您对这儿觉得满意吗 ?)


Exercises

B:Yes, it’s nice.A:Thank you. By the way, you probably know you can’t drink the tap water._______________(您必须喝开水，或者购买瓶装水｡ )B:Thanks for telling me.A:If there is anything we can do for you, please let us know. The extension for the front desk is “8”.B:OK. Thanks.


Exercises

2. Role Play. Make up a dialogue based on the following situation and role-play it to the class.Bellboy Jake is showing the guest into the room. And he will introduce the room facilities. You and your partner should play the role of Jake and the guest.


Knowledge Links

Facilities in the Hotelelevator/lift 电梯 escalator 自动楼梯 floor 楼层，地板 ground floor ( 英 )底，层，一楼 first floor ( 英 )二楼， ( 美 )一楼 second floor ( 英 )三楼， ( 美 )二楼cabinet 橱柜 switch 开关socket 插座，插口 plug 插头voltage 电压 transformer 变压器venetian blind 百叶窗帘 curtain 窗帘wastebasket 废纸篓 tea trolley 活动茶几


Knowledge Links

night table 床头柜 drawer 抽屉folding screen 屏风 hanger 挂钩spring 弹簧 wall-plate 壁上挂盘Chinese painting 国画 thermos 热水瓶 carpentry (总称 )木器 bookshelf 书架bedclothes 床上用品 quilt 被子，毛毯mattress 床垫 cushion 靠垫，垫子

　　　谢　　谢！

Unit 5 Counter Services. Topic 1: Check-in Background Information While checking in the hotel, you...

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