1、 学号： 姓名： 系(部)： 年级、专业、班级： 考场(教室)： 座号： 装 订 线 Situation one: room reservation (guestMr. Jim White, Reservationist)Guest: Your name is Jim White, and youd like to book a double room with shower for September 2nd and 3rd. Unfortunately the hotel is fully booked for those days. You agree to change it into
2、 a deluxe double. You need the room quiet otherwise your wife can not fall asleep at night and the pick-up service. Your flight number is BA395 with its arriving time at 6:20 p.m. and your telephone number is 13907116824.Reservationist: You are the hotel reservationist in Friendship Hotel. You answe
3、r the call and accept the booking. You tell him the room rate for a deluxe double is 450yuan per day with two Chinese breakfasts and ask his name and phone number as well as his arrival time and his flight number so that your hotel can provide the exact-time pick-up service for him.Situation two: be
4、ll service (Guest- Mr. Jim White, Concierge)Guest: You are the guests stepping into Friendship Hotel with three suitcases.Concierge: You are the concierge greeting them and helping them with the baggage and show them to the Front Office to check in.Situation three: check-in (Guest- Mr. Jim White, Re
5、ceptionist)Guest: you tell the receptionist you are Jim White. You booked a deluxe double room with shower two days ago by phone for September 2nd and 3rd.Receptionist: You are the receptionist of Friendship Hotel. You check the reservation list and room vacancy. Then you have to tell the guests the
6、 room is not ready yet and ask them to have a drink while waiting in the lounge.Guest: 30minutes later, the room is still not prepared, you feel very angry and want to change to another hotel since your wife and you are worn out after a long journey and need a shower desperately right away. Receptio
7、nist: you apologize for the inconvenience and explain this is the peak season and a tour American group have just checked out and promise that the housekeeping will get the room ready in 15minutes. 15minutes later, the room is ready and you ask Mr. White to fill in the registration form and give him
8、 the key to Room 1206.Situation two: bell service (Guest- Mrs. Jim White, Concierge)(after checking in, you (Concierge) show them to their room with their baggage)Guest: you, the guest, would like to know some information about the hotel and some interesting places in this city.Concierge: You, the c
9、oncierge, introduce your hotel and the city to your guests on requests in the elevator. And then show the guests to their room.Situation four: Handling guest complaints (Guest- Mrs. Jim White, Receptionist)Guest: You are the guest, Mrs. White in room 1206. You are at the front desk and complain that
10、 the people next door are having a very loud argument. You cant sleep. You prefer a quiet room no higher than the 3rd floor because you dont like heights.Receptionist: you handle the complaint. You tell the guest all rooms lower than 3rd floor have been taken and suggest room726 at the end of the co
11、rridor and say it is very quiet.Situation five: room cleaning (Guest- Mrs. Jim White, Receptionist, Room attendant)Room attendant: Knock on the door to see if the guest would like to have the room cleaned. You tell the guest you will bring what she wants at once and suggest her she can press the “DN
12、D” button if she doesnt want to be disturbed, and when she needs the chamber service, she can turn off the “DND” sign.Guest: you dont want your room cleaned now because you will have some friends with you in half an hour. You ask the room attendant to bring you some Chinese tea, two tea cups and som
13、e hot water and prefer your room cleaned at about 11:30a.m, while you are all out for lunch.学号： 姓名： 系(部)： 年级、专业、班级： 考场(教室)： 座号： 装 订 线 At 1:30 p.m., you find your room has not been cleaned properly while coming back from outside. You call the front desk to send someone to clean it immediately since t
14、he bathroom is quite a mess, there is water on the bathroom floor, the shampoo has spilled out of its bottle, and the towels have not been replaced. You tell him you are Mrs. White in room 726.Receptionist: Apologize and ask her name and room number and then send a room attendant right away.Room att
15、endant: you come to the guest room to make up the room on request.Situation six: laundry service (guest- Mrs. Jim White, Room attendant)Guest: 1. You are a guest in room726 and have some clothes: a dress, a pair of trousers, a tie and a shirt to be cleaned and call the Housekeeping to send a room at
16、tendant to get them. 2. You tell the room attendant you need to remove the stain on your trousers and wash the dress and shirt by hand in cold water. 3. You want to know when you can get them back because you are invited to a party this evening, and want to have this silk dress and shirt washed as s
17、oon as possible. Room attendant: You give her a satisfactory answer.Guest: When you got back your laundry, you were so angry because you found you are missing a black tie and whats worse there is a hole on the shirt you bought for your husbands birthday two months ago.Room attendant: you apologize f
18、or what happened and give her a satisfactory answer at last according to your hotels policy.Situation seven: Restaurant Reservation (Guest- Mr. Jim White, Hostess)Guest: Mr. Jim White wants to reserve a table for this evening at 7 oclock. There will be two people in the group. Hostess: You pick up t
19、he phone with appropriate greeting, followed by the name of your restaurant (Peace Restaurant), asking the guest what type of food they like, the number of diners, under whose name books the table, at what time they will be coming and telephone number, and then repeat the booking.Situation eight: Se
20、ating the guests (Guest- Mr. Jim White, Hostess)Guest: you and your wife have come to a restaurant with a reservation and need a table by the window because you want a good view of the city so that you can enjoy it while having dinner. Hostess: You are a hostess. Tell the guests that all the window
21、tables have been taken and offer them a table in the dinning hall or ask them to wait for about half an hour in the lounge to have some drinks while waiting and if the table is ready, you will seat them immediately.Situation nine: Taking orders (guestMr. Jim White, waitress)Guest: you are foreigners
22、 and have no idea about Chinese food and need some introduction. At last, both of you like the spicy and hot food and agree to try some Sichuan food and ask the waitress to recommend some specialties to you.Waitress: you are the waitress. You tell the guests that your restaurant is well-known in thi
23、s city and mainly specializes in Sichuan food and then recommend some famous Sichuan food to them Situation ten: serving dishes (Guest- Mrs. Jim White, Waitress)Guest: fifteen minutes later, the food is still not served and you are very hungry. You complain to the waitress.Waitress: You apologize an
24、d explain that it is the peak season and whats worse, one of your waitresses is ill today and asked for a leave. You promise that their dishes will be ready in ten minutes.Guest: Ten minutes later. The food is served, but you find the waitress gives 学号： 姓名： 系(部)： 年级、专业、班级： 考场(教室)： 座号： 装 订 线 you the
25、wrong dish. You ordered water- boiled fish but he gave you water-boiled beef. You have no time to wait for another order because you have to attend a meeting in the hotel conference room in one hour later.Waitress: you apologize and ask if they are staying at the hotel. Tell them you will cross the
26、water-boiled beef off the bill and the Duck Webs with Mustard is on the houseSituation eleven: signing the bill (Guest- Mr. Jim White, waitress)Guest: You have just finished your dinner. The bill totals 270yuan. You need an explanation about the 30yuan on the bill because you only had two coffees no
27、t three. You would like to sign your bill because you are the staying guests of the hotel.Waitress: you are the waitress. You apologize for the mistake and ask the guest to double check the corrected bill. You ask his room number and see his key card.Situation twelve: room service (guestMrs. Jim Whi
28、te, room service attendant)Guest: you ring to order a room service, including a medium T-bone steak, baked potatoes to go with the steak, a strawberry ice-cream, and a small bottle of white wine. You want to have it around 11:30. Your name is Mrs. Jim White and your room number is 726. Room service
29、attendant: You answer the phone and assure the guest you will send them to him on time.Around 11:30, you offer the room service to Mrs. White in time, and tell her the T-bone steak is 30yuan, baked potatoes are 10yuan, and the strawberry ice-cream is 10yuan, white wine is 30yuan, plus 15% service, t
30、he total bill is 92yuan.Guest: You ask to add the bill to your account and request the waiter to collect the tray after 30minutes. Situation thirteen: concierge service -booking train tickets (guestMrs. Jim White, Concierge)Guest: Mr. and Mrs. White are leaving for Shanghai tomorrow. Thats on Septem
31、ber 4th. They want to book two train tickets from Nanning to Shanghai.Receptionist: You are the receptionist receiving them.Concierge GuestSituation fourteen: concierge service -hiring a taxi (guestMrs. Jim White, Concierge)Guest: You are the guest, Mrs. White in room 726. You need a taxi to the tra
32、in station tomorrow morning. You need to know how long it will take to the train station from the hotel and the price.Concierge: You are the concierge. Tell the guest it takes about one hour to the train station by a taxi and the price may be from 100yuan to 150 Yuan. Ask the leaving time of the tra
33、in and confirm the pick-up time is 6:30 and place is at the Greet the guestsTell him some information about the trains leaving for Shanghai.Offer the price of 350yuan for eachConfirm the booking and fill in the form Tell the guest the tickets will be sent to his room later.Say you want to book two t
34、rain tickets to Shanghai.Ask about the price of a soft sleeper ticket.Say you want two soft sleeper tickets on September4th, at 8:20 in the morning.Give 700 Yuan to Pay for the tickets. 学号： 姓名： 系(部)： 年级、专业、班级： 考场(教室)： 座号： 装 订 线 hotel gate.Situation fifteen: checking out and foreign currency exchange
35、(GuestMr. Jim White, Cashier)Guest: You are the guest, Mr. White in room 726. You want to settle your bill. Cashier: You are a cashier of Friendship Hotel. Tell the guest the bill totals 1262yuan including two nights room charge, a signed bill, room service.Guest: Youd like to pay with travelers che
36、ck. You need to know todays Yuan - American dollar exchange rate. Then you show your passport and sign your name. (You give 1300yuan to the cashier and tell her to keep the change as tip.)Cashier: say todays exchange rate is 718yuan against 100 US dollars. (You thank the guest and tell him there is no tipping in your hotel.) And express your best wishes to the guests.
