Unit One The Front Office.docx

UnitOnCThCFrontOfficeT=TcachcrS=SIUdentT:Theh<Melfrontofficeisnormallycomposedoffrontdesk,telephone,businesscenter,conciergeandbellservice.S:Ihearthatthefrontdeskservesasthenenecenterandthemainsourceofinformationofahold.T:Yes.thefrontdeskstafshouldbe(acfulandwell-informedandalwaysbeready(otackleproblemsandanswerquestionsofallsorts.Theproblemsmightbeinvolvedinprices,service,maintenance,saicty.touristattractions,trafficschedule,etc.'Iliequestions,however,maynotalwaysberelatedtoIhchotel.TheremightbeaWidCrangeofqucsions,varj,ingfrompolitics,economics,culture,sportstoscience.S:SoIhejobofthefrontdeskstafYisverydemanding.T:Sure.S: Oh,whyarctheresomanypeopleworkingbehindtheregistrationdesk?T: Well,n>o<elsarlsmallhotelsneedfewerpeople.Thecheck-inprocedureofthishotel,however,requires(heeIYortofalarcslafT.EachPeniOnactsaspartofateamandisassignedspecifictasks.S: Whatthatboy,sjob?T: He'scep<ionist.Hechecksintheguesisandassigns(hemtheirrooms.Mosthotelsoffersingleroomsanddoublerooms.Apartfromthese,thisholdhasseveralsuites.Ifnecessary,extrabedscanbeplacedinadoubleroom.S: Heressomeoneregisteringnow.T: Uponcheck-inltheguestisrequired(ofilluptheregistrationform.Theguesname,address.natitHialily.identificationsuchaspassportnumberarerqucslcd.TheretheHXXPIiUniSlwritesdowntheguest'sroomnumberandtheamounttheguestwillpayandchecksthearrivaland(Icparturcdates.Hetheninputsthenecessaryinformationinto(hecomputer.S: WhataretheresponsibilitiesOfIbeinformationstall?T: Theyareresponsiblel>ransweringguests,questions,Iakingmessages,>nfi11ningairlickcis.providingncccssarjinfomution.etc.S: IJec.Canyoutellmeab<utthebusinesscenter?T: ThebusinesscenterprovidesIypewriiing.photocopying,fax.translation,internetaccessandothersecretarialsenicc.S: Isthatmanwithahatthebellboy?T: Yes.Thebellboycsco11s(heguesttotheroom,helpsdeliverbaggageandmessages.Isalsohisjob(opageagueswithinthehotelandcallforcabs.S:Islhalmanwithahat(hebellboy?:Yes.,Ihcbellboyescortstheguesttotheroom,helpsdeliverbaggageandmessages,h'salsohisjobtopageaguestwithinthehotelaicallforcabs.S:Thenwhatisaconcierge?T:Inthehotelindustry,thetermconciergerefers(osomeonewhoarrangesforIransporlationinthecity,sightseeing,andassiststheguestswiththeirentertainmentplans,includingbookingtheatreandcinematickets.Infact,theconciergedocswhateverhecantohelptheguestoutof(Iifllculties.Somehotelsrequirehimobemul(ilingual.Inourhotel,thereareoverfifteenconcierges,threeofWhoniin(heProCeSSofapplyingfortheGoldenKeymembership.TheFrontofficemanagerwillelaboratetoyouwhataGoldenKeyislateron.S:Whatdocsalobbyassistantmanagerdo?T:ThelobbyassistantmanagerofthishotelreportstoIhegeneralmanager.Onbehalfofthegeneralmanager,hehandlesguests*compkinlsandsuggestions,balances(herelationshipbetweenalldepartmentsandtheguests.HchastoPrwidCsupervisionandcpcrationtoother(kpartmcnts.Thelobbyassistantmanagerinsomeo<hcrhotels,however,belongstothefrontofficeandismainlyresponsibleforhandlingguests*complaints.S: Thenisthereanydifferencebetweeninformalionandcnciee?T: ThCPrimarydifferencebetweenInibrnutionandConcicrgc?T:TheprimarydiITcrcnccbetweenConcicrgcauiIntbrmationisthattheConcicrgcissupposedtoassisewhhfarmore(hatjustinformation.TheConciergeissupposed(ohelpWithticketing,cinemaandtheatreb<>kings.restaurantreservations,cily-wideentertain11enlinfo11nationandprovideadviceondaytrips,kationsandhospitals,etc.InfacttheConciergcdocswhateverhecouldtohelptheges(outofdifficulties.TheConcicrgcisSUPPoMXitobemultilingualand*(otalinfr11)a(ionprofessionals.MSo(heConciecgeisInoreexpensive,especiallyiftheyhaveobtainedIhCGoldenKeycertification.WordsandExprcsions1. concie¾e.n礼宾服务，托付代办2. tacklev.tffi,应付3. attractionn吸引物4. identificationn身份5. inputn输入，v把输入6. confirmationn确认7. internetn因由¥网8. secretariala秘书的9. escortv护送10. pageV寻人,给当听差11. Supcrvisorn主管12. supervisionn监咨,管理Notes1. ThChotelfrontofi'icciscompscdoffrontdesk,telephone。businesscenter,conciergeandroomreSCrVaIiOn.本饭店前厅部由总台、总机、商务中心、礼宾司和客房我定组成.各饭店前厅部的机构设汽珞有不同。如有些饭店总台员工兼作做CheCkins和CheCkQil而在另一"饭店check-ins和Chcxk-OUls分别由附厅部的总台接待员和财务部的总台收银员负责.2. Inourhotel,therearcover15concierges,threeofwhomarcintheprocessOfapplyingfortheGoldenKeymembership.oConciergew在各饭店的中文译名略有不同，本书译为“托付代办者“礼宾司”。GoldenKey.金钥匙(用于指人或组织)。凡加入金钥戕组织的员工均得申请,经过正规的培训.通过考核,履行组织的职贲和义务方能被吸纳为会员.Excrciscs1. Questions:1. WhatisthefronlOfTiCecomposedofinyourhotel?2. Whydocsthestudentsaythatthejobofareceptionistisverydemanding?3. Whatitemsarcincludedintheregistrationforminyourhotel?4. Isi(Iheresponsibilityofareceptionistinyourhotel2check(heguestot?Canyou(ellustheadvantagesanddisadvantagesofareceptionistwhoisresponsibleforbothcheck-insandcheck-outs?5. Howdoyouvaluetheworkofaconcierge?2. Complete(hefollowingWilhIhewordsgivenbelow:Concierge,bellman,check-in.regis(ralk>n.accmm(latins.muhilingual.supervision,page1. Whenyouarriveatthehotel,youshouldgodirectlytothe(Mcsk.2. Whatkindof()canweexpectataninn?3. TIw