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1、上海悅?cè)R飯店管理有限公司HappybackHotelmanagementCo.Ltd.PARTⅠTHEFRONTOFFICEINTRODUCTIONThemanager’sRemarksTheaimofahotelistocreateahomeawayfromhomeforallthetravellingguestswhoneedrest,foodanddrink.Thefrontofficeofahotelisnotonlyits“shopwindow”butalsoits“nervecenter”.Thefrontofficestaff’seffi
2、ciencyandpersonalityareofgreatimportancetoguest’svacationorbusiness,andindeed,thehotel’soperationitselfaremadeorruined.Thefrontofficestaffseemto“doitall”-receivereservations,registerguests,assignrooms,distributebaggage,storeguests’valuables,provideinformation,delivermailsandmess
3、ages,exchangeforeigncurrencies,checkroomoccupancies,checkguestsoutandsoon.Inordertofulfilthesetasks,thestaffmusthaveaneatandsmartappearance,goodmanners,adaptability,knowledgeoflanguagesandaheadforfigures.Themostimportantofallthequalitiesisareallikingforpeopleandawarmdesiretohelp
4、them.Besides,frontdeskstaffshouldencourageandsettletheguests’complaints.Thatwillsootheanunhappyguestandrevealthehotel’sproblemssothattheoperationcanbebettered.Inshort,allstaffoughttorememberthatthehotelwillenjoygreaterfinancialsuccessonlywiththegreatersatisfactiontheguestsreceiv
5、efromthe“homeawayfromhome”.WordListRemarkn.陳述、言語(yǔ)Nerven.神經(jīng)efficiencyn.效率personalityn.個(gè)性70上海悅?cè)R飯店管理有限公司HappybackHotelmanagementCo.Ltd.Realizationn.實(shí)現(xiàn)Operationn.經(jīng)營(yíng)Ruinυ.崩潰、毀滅Reservationn.預(yù)訂Registerυ.登記、注冊(cè)Assignυ.分配、指定Baggagen.行李Distributeυ.分發(fā)Deliverυ.投遞、遞交Occupancyn.居住、占用Currencyn.貨
6、幣smartα.活潑的、精明的appearancen.外表goodmanners彬彬有禮adaptabilityn.適應(yīng)性figuren.數(shù)字settleυ.解決、安定complaintn.投訴、抱怨sootheυ.安撫revealυ.顯示financialα.財(cái)政的、財(cái)經(jīng)的satisfactionn.滿意UsefulExpressionsNotonly…butalso…不僅…而且…toseento似乎，好像……alikingfor對(duì)……喜愛(ài)Sothat…以便TocheckSB.Out結(jié)某人的帳（以使之可離開(kāi)旅館）inorderto為了……oughtt
7、o應(yīng)當(dāng)……inshort簡(jiǎn)言之，總而言之70上海悅?cè)R飯店管理有限公司HappybackHotelmanagementCo.Ltd.UNIT1RoomReservations1-1AlongDistancecallReservationScene:HenryBellow(B)andMargaretBellow(M),anAmericancouple,aregoingtospendtheirHolidaysinChina.NowMr.BellowismakingareservationatHaitianHotelinShanghaithroughalong
8、distancecall.Reservations(R):ShanghaiHaitianHot
