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【听力音频】
（B: Mr. Bellow, M: Mrs. Bellow）
Bm: Good evening, madam and sir. I’m the bellman.
B&M: Good evening.
Bm: Very glad to have you here. I’ll get the ________ up to your room.
B&M: Thank you.
Bm: Let me carry your baggage. Are these all yours?
M: ____________________, Henry?
B: Yes.（Laughs）
Bm: Allow me, madam.
（Mr. Bellow tries carry one of the suitcases up to the___________________.）
Bm: Oh, leave it to me. I’ll do that for you.
B: Thanks.
Bm: It’s my pleasure. This way, please.
（They are going to the elevator entrance.）
Here we are. Please take this elevator to the ________ floor. The floor attendant will meet you at your elevator entrance there and show you to Room ________.I’ll take the baggage elevator and get your suitcases up to the room.
B: Very good. See you then.
Bm: See you.
Room:___________________
The corridor: ___________________
The hotel: __________________
Other services:___________________
Indoor swimming pool:___________________
Brochure:___________________
【拓展音频】
（Scene: The bellman is greeting a guest at the door.）
（B: Bellman, G: Guest）
B: Good afternoon, madam. Welcome to the Lake View Garden Hotel.
G: Thank you.
B: How many pieces of luggage do you have?
G: Just two pieces.
B: Two suitcases. Is that correct?
G: Yes. That’s all.
B: I’ll show you to the Front Desk. This way, please. I will put your suitcases by the Information Desk over there.
G: I see, thanks.
B: A bellman will show you to your room when you have finished checking in.
G: OK. Fine.
B: Please enjoy your stay.
（Scene: The bellman carries the baggage for Mr. and Mrs. White and tell them about the hotel services.）
（B: Bellman, W: Mr. White, M: Mrs. White）
B: Good afternoon, madam and sir. I’m the bellman.
W&M: Good afternoon.
B: Very glad to have you here. Let me carry your baggage. This way, please.
（They are going to the elevator entrance.）
W: Could you tell us something about your hotel services?
B: Certainly, sir. Our hotel is a four-star hotel. There are over 400 international standard rooms which are very comfortable. If you want to have a walk, you can go to the garden of the hotel. It’s very relaxing there.
W: That sounds good.
B: Also, there is a recreation center on the fourth floor. You can play billiards, table tennis and bowling.
W: Where can I listen to some music?
B: There is a music teahouse where you can enjoy both classical music and modern music. We also have saunas and after-sauna rooms. Guests can relax with soft drinks or snacks there.
W: How about other services?
B: Also available are a beauty salon，a barber shop，a souvenir shop...
W: Have you got an indoor swimming pool here?
B: Yes，it’s on the top floor.
（Now they are at the elevator entrance.）
Here we are，please take this elevator to the eighth floor. I’ll take the baggage elevator and get your baggage up to your room.
W: Thank you. See you then.
B: See you，Mr. and Mrs. White.
【拓展音频】
（Scene: A guest has finished his check-in. The bellboy is accompanying the guest to his room.）
Staff: May I help you with your baggage，sir?
Guest: That’ll be fine.
Staff: Let me take this suitcase for you.
Guest: Thank you.
Staff: Could you tell me your room number?
Guest: It’s Room 1106.
Staff: This way, please. We shall take the lift on the right.
Guest: All right. The hotel looks like a maze.
Staff: Yes, the hotel has a lot of rooms and the corridors are twisting.
Guest: Very interesting.
Staff: Is it your first time here?
Guest: Yes，very first. By the way, do you have a bar?
Staff: Yes，we have a bar and a cafe on the third floor. Besides，we have a barber’s shop，post service，a billiard room and a bowling alley.
Guest: Very good. Where can I send e-mail and fax?
Staff: You may do these in our Business Center. Oh，here we are，Room 1106.
Guest: Thank you for your help. Wait a moment. Eh，this is the tip for you.
Staff: We don’t accept tips，I’m afraid，sir. Hope you will enjoy your stay with us. Goodbye.
（Scene: The Bellman shows a guest to the room.）
（B: Bellman G: Guest）
B: Good evening, sir. I’ll show you to your room. You have two suitcases and one bag.Is that correct?
G: Yes, that’s right.
B: Is there anything valuable or breakable in your bag?
G: Yes, there is a bottle of whiskey.
B: Could you carry this bag, sir? I’m afraid the contents might break.
G: Sure, no problem.
B: Thank you, sir. May I have your room key, please?
G: Yes, here you are.
B: Thank you, sir. Your room is on the 12th floor, please follow me, your elevator is this way.
G: I see.
B: Is this your first time to Hangzhou?
G: Yes, it is.
B: I hope you’ll have time to see Hangzhou. There is a lot to see.
G: I’m sure there is.
B: This is the 12th floor. Your room is to the right. After you, sir. This way, please.
elevator entrance 电梯口
four-star hotel 四星级酒店
international standard 国际标准
relaxing adj. 舒适的
classical music 古典音乐
modern music 现代音乐
twisting adj. 曲折的
breakable adj. 易碎的
贵重品 valuables
行李员 porter
行李 luggage/baggage
轻便行李 light luggage
行李电梯 baggage elevator
手推车 trolley
衣物袋 suit bag
旅行袋 travelling bag
背包 shoulder bag
大衣箱 trunk
手提箱 suitcase
How many pieces of luggage do you have?
您有多少件行李？
I’ll show you to the Front Desk.
我会带您到前台。
I will put your suitcases by the Information Desk over there.
我会把您的行李放到那边的问询处。
A bellman will show you to your room when you have finished checking in.
您登记完后，一个行李员会带您到您的房间。
Very glad to have you here.
很高兴你们来到这里。
Here we are, please take this elevator to the eighth floor.
我们到了，请乘这个电梯到8楼。
I’ll take the baggage elevator and get your baggage up to your room.
我乘货运电梯，把您的行李送到您的房间。
Please take the elevator on the left.
请您搭乘左边的电梯。
May I help you with your baggage, sir?
先生，您需要帮忙拿行李吗？
Let me take this suitcase for you.
让我帮您拿这个行李箱吧。
Could you tell me your room number?
您能告诉我您的房号吗？
We don’t accept tips, I’m afraid, sir.
先生，我们不收小费。
Is there anything valuable or breakable in it?
请问袋子里头有贵重或易碎物品吗？
Here is your tag. This cloakroom is open till 11:00 p.m., could you pick it up by then?
这是您的取物牌。本寄存处开放到晚上11点，您在那以前来领取好吗？
Scene One: The Bellman carries the baggage for the guests and shows them up to the room.
Scene Two: The Bellman escorts a lady to her suite along the corridor and introduces the hotel services for her.
Telephone service is very important in modern society. Information for phone calls can be found in the Phone Book, which is easily available near phones everywhere and provides local information, national dialing, international dialing and phone numbers for the area.
For international calls, you can find the code for the country you want in the Phone Book. The time of the day is particularly important for the call because in most countries there is a period when you can make calls at a cheaper rate. These periods are at a different time of the day in different countries. You can find information about international time difference in a p ost office or in some big hotels.
电话在现代社会中起着非常重要的作用。关于电话方面的信息可以从电话本中获得。电话簿通常放在电话旁边，很容易就可找到。它提供很多方面的信息：当地拨号信息、国内和国际通话信息，以及当地的电话号码。
要挂国际长途，先从电话簿中找出该国的国家代码。打电话的时间也很重要，因为多数国家都规定在某一特定时间实行优惠价格。实行优惠价格的时间因国家而异。你可以从当地邮局或一些大酒店查询关于国际时差方面的信息。
【拓展习题】
Have you made international calls?
【听力音频】
（B: Mr. Bellow, A: assistant manager）
A: Good morning, sir. What can I do for you?
B: I’m Bellow. I’m in Room 908. Can you ________________________ for me? It’s too noisy. My wife was woken up several times by the noise the baggage elevator made. She said it was too much for her.
A: I’m awfully sorry, sir. I do apologize. Room 908 is____________________. It’s possible that the noise is heard early in the morning when all is quiet.
B: Anyhow, I’d like to change our room.
A: No problem, sir. We’ll ________ it, but we don’t have _______________today.Could you wait till tomorrow? The American People-to-People Education Delegation will be leaving tomorrow morning. There’ll be some rooms for you to choose from.
B: All right. I hope we’ll be able to enjoy our stay____________________ tomorrow evening and have a sound sleep.
A: Be sure. I’ll make a note of that. Everything will be taken care of. And if there is anything more you need, please let us know.
Leaving time: ____________________
Regulations: ____________________
Porter: _____________
Resting place:_____________
Guest’s request:___________
（Scene: A guest telephones the Front Office clerk and complains that the room is smelly and there is someone’s hair on her bed.）
Clerk: Good evening. Front Office. Can I help you?
Guest: This is Mrs. Stevenson, Room 1503. I’ve just checked in and I’m not happy with my room.
Clerk: May I know what is wrong?
Guest: The room is smelly and there is someone’s hair on my bed! I didn’t expect such things would happen in your hotel.
Clerk: I’m sorry to hear that, Mrs. Stevenson. I’ll send a housemaid to your room at once. She will bring the air fresher and make up the bed again for you. We do apologize for the inconvenience.
Guest：That’s fine. Thank you.
Clerk：You’re welcome, Mrs. Stevenson. My name is Simon, and if there is anything else I can do for you, please don’t hesitate to call me.
（Scene: A guest said to the receptionist that the room is not ready.）
（G: Guest, R: Receptionist）
G: Hello? ls that reception?
R: Yes, reception here. Carla Jones speaking. How can I help you?
G: I’m Mr. Arden in Room 346. I’m calling to complain about the state of the room.
R: I’m very sorry. What seems to be the problem?
G: Everything. The bed’s not made, and the bathroom hasn’t been cleaned.
R: I’m very sorry. The room should have been cleaned. I’ll contact housekeeping straight away.
G: And that’s not all. The television doesn’t work either.
R: I do apologize. I’ll send a new one up to your room.
G: Thank you.
（Scene: A guest complains to the bell caption that the luggage delivery is delayed.）
（B: Bell caption, G: Guest）
B: Good evening! Bell captain. Georgia Smith speaking. Can I help you?
G: I’m Mr. Farmer. I have to make a complaint. I checked into my room 50 minutes ago and my luggage hasn’t been delivered to my room yet.
B: I’m very sorry for the delay. Please let me ask you a few questions concerning your luggage. What kind of luggage is it?
G: It is a suitcase.
B: What color is it?
G: It is a brown leather suitcase.
B: Mr. Farmer, there’s been an over-sight and your luggage is still here. I’ll ask a bellboy to send it to your room at once. Sorry about the inconvenience.
（Scene: Mr. Bellow （B） goes back to the Cashier’s Desk, thoughtfully and hurriedly.）
（B: Mr. Bellow, C: Cashier）
C: Good morning, sir. May I help you?
B: Just now I checked out here. But back in my room, I found that there might be something wrong with the bill.
C: Oh, yes?
B: I checked in on the 26th and will leave this morning. That’s exactly three days, I think. But I paid for three days and a half.
C: Well, let me see. The 26th, the 27th, the 28th…Ah yes, you checked out in the morning, so you only stayed here for three days, no more. Sorry, sir. I do apologize for my mis-checking.
B: That’s all right.
C: Now let me give you another receipt and please check it. Here is the money you overpaid.
B: Thank you.
C: I’m awfully sorry to have caused you so much trouble. I’ll try to be more careful another time.
smelly adj. 气味难闻的
housemaid n. 客房服务员
air fresher 空气清新剂
make up the bed 整理床铺
straight away 直接
delivery v. 送达
倾听 listen
明白客人的需求 understand the guest needs
了解客人的动机 understand the guest motives by question
重复客人的需求并给予安抚 repeat the guest needs and comfort them
提供选择 offer alternatives
采取行动 take actions
跟踪客人满意度 follow up the guest satisfaction
I do apologize.
我向您道歉。
We’ll manage it, but we don’t have any spare room today.
我们会尽力办到，但是今天我们没有空余房间。
Could you wait till tomorrow？
等到明天好吗？
May I know what is wrong?
请问有什么问题吗？
I’m sorry to hear that.
很抱歉发生这种事情。
If there is anything else I can do for you, please don’t hesitate to call me.
如果有什么我能效劳的，请尽管给我打电话。
The room should have been cleaned.
房间应该整理的。
I’ll contact housekeeping straight away.
我会直接联系客房部。
I’m very sorry for the delay.
对不起，延迟送行李了。
Please let me ask you a few questions concerning your luggage.
请允许我问一些关于您行李的问题。
I’ll ask a bellboy to send it to your room at once.
我会叫一个服务生马上送到您的房间。
Sorry about the inconvenience.
非常抱歉给您造成不便。
Scene One: A guest wants to change a room. He goes to the assistant manager.
Scene Two: At the Reception Desk, a guest insists on staying longer without paying more.
【拓展知识】
No one enjoys complaining, though some are in the habit of complaining, for it seldom brings positive feelings to oneself—especially when one is traveling abroad. But sometimes do make one unhappy. The most unbearable are:
（1） Inefficiency. Inefficiency results from inadequate training of the working staff.
（2） Aloofness. An aloof waiter wears an expression of studied indifference, serving the table with an air of injured dignity. His aloofness makes you feel unwelcome and lose interest in the food and drink.
（3） Over-attentiveness. Over-attentive waiters with effusive greeting, effusive talk about the specialties of the house and the distinguished spirits, eagerness to make recommendations, and frequent appearances are really annoying while you are enjoying the food.
There are several effective ways of complaining. Usually, politely informing the waiters or waitresses of your dissatisfaction could be very effective. When it is really necessary, you can go directly to the manager or other organizations concerned. In general, no business wants to spoil its image because it usually results in loss of profit.
尽管少数人习惯发牢骚，却没有人真正喜欢发牢骚或抱怨，因为抱怨或不满极少能给人带来积极的影响。尤其是在外国旅行时，更是如此。但有时，有些事情的确使人不快。以下几种态度最令人不快，难以接受：
（1） 效率低。效率低主要是由工作人员受到的正规训练不足而致。
（2） 冷面孔。这类服务人员冷若冰霜，服务时一副受委屈的表情。他们的冷淡会使顾客觉得自己不受欢迎，从而失去进餐的胃口。
（3） 过分殷勤。这类服务员常常是过分殷勤，然后滔滔不绝地向你介绍店内的风味大菜和名酒，迫不急待向顾客推荐饭菜。当你进餐时，他又在你面前频频出现，真是令人讨厌。
有几种有效的表达不满的方式。通常，礼貌地告知服务员，说明你的不满就很有效。如果真有必要，你可以向经理或有关部门反映。总的说来，任何商家都不愿损害自身形象，因为那样会带来经济损失。
Can you endure bad services?