新编实用英语综合教程2-unit4hotelservice教案

Unit 4 Hotel Services

Unit Goals

What you should learn to do

1. Book a hotel room and services

2. Check in /out at a hotel

3. Fill in a reservation form

4. Fill in a room reservation card

What you should know about

1. Hotel services in the USA

2. Relative clause

Section I Talking Face to Face

1. Imitating Mini-Talks

2. Acting out the Tasks

3. Studying Email Information on the Internet

4. Following Sample Dialogues

5. Putting Language to Use

Section II Being All Ears

1. Learning Sentences for Workplace Communication

2. Handling a Dialogue

3. Understanding a Short Speech / Talk

Section III Trying your Hand

1. Practicing Applied Writing

2. Writing Sentences and Reviewing Grammar

Section IV Maintaining a Sharp Eye

Passage 1 :

Information Related to the Reading Passage

1. Kinds of hotels in the United States:

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Places to stay for a short time may be called hotels, hostels,

motels or motor hotels, inns, lodges or resorts. Hostels, also referred

to as youth hostels, are often for students working away from home. Motels

have plenty of parking space and are usually near a freeway or highway.

Inns are usually like motels. Lodges and resorts, or resorts hotels, are

in the mountains, on the coast, or near lakes.

2. Kinds of beds:

Beds go by many different names. Starting with the smallest, there

are single, twin, double, queen and king size ones. “Long boys” are for

exceptionally tall people. At some hotels, queen beds are the smallest

size used, so a double room has two of them. Some hotels even offer their

guests waterbeds. A rollaway can be moved into a room to sleep an extra

person. Hide-a-beds are sofas that fold out to make beds.

Text Welcome to Climer Lodge

Miami University

Oxford, Ohio 45056

Welcome to Climer Lodge. We are fortunate to have this beautiful

facility to accommodate very special guests from Miami University. In our

efforts to serve you, we ask that you note the following:

● The resident manager lives in Room 129, near the lobby entrance,

and may be reached by dialing 9-5226. Please contact the manager if you

have any questions or needs after 5:00 . on weekdays and throughout weekend

stays.

● On the lower level of Climer you will find an ice machine, a canned

beverage machine, a lounge area and kitchenette where coffee and tea and

a light continental breakfast are provided.

● Lounge Hours:

6:00 . to 11:00 . daily. It is a non-smoking atmosphere.

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● Recreation Center Hours:

9:00 . to 10:00 ., Sunday through Thursday. 9:00 . to 11:00 . on

Friday and Saturday. No lifeguard is on duty in the swimming pool.

Parents are required to be present at all times when children are in the

pool. No children are allowed in the sauna.

● Check-out time is 10:00 . Upon departure, please leave the key in

your room.

Phone Instructions:

● On-campus calls: Dial only the last 5 numbers. No need to dial the

52 prefix.

● Local telephone calls: Dial 88, then the 7-digit off-campus

number.

● AT&T operator-assisted calls (collect, calling card, etc.) —

dial 80, the area code

(for all long distance calls), then the telephone number.

To place an international call: Dial 8+011+Country Code+City

Code+Number

● EMERGENCY PHONE NUMBER: PUBLIC SAFETY — 911 (Police, Fire,

Medical)

Language Points

1 Explanation of Difficult Sentences

1. (Para. 1) We are fortunate to have this beautiful facility to

accommodate very special guests of Miami University.

Analysis: In this sentence the infinitive phrase to have this

beautiful facility ...is used as an adverbial of reason, modifying are

fortunate.

Translation: 我们很荣幸为迈阿密大学尊贵的客人们提供优美的住宿条件。

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Example: Miss Wang is very fortunate to have a chance to do her

research work in Britain.

2. (Para. 3) On the lower level of Climer you will find an ice machine,

a canned beverage machine, a lounge area and kitchenette where coffee and

tea and a light continental breakfast are provided.

Analysis: Where introduces a relative clause modifying the antecedent

kitchenette. In which can be used instead of where.

Translation: 在旅馆底层有冰箱、罐装饮料机、休息区和小厨房，那里提供咖啡、茶和欧式简餐。

Example: This is the famous small town where / in which Einstein once

lived and worked.

3. (Para. 6) Upon departure, please leave the key in your room.

Analysis: Upon departure is a prepositional phrase used as an

adverbial of time, meaning immediately after departure. Upon is the same

as in this case.

Translation: 离开房间时请把钥匙留在房间内。

Example: Upon departure, please check your luggage again in case

something is left behind.

4. (Para. 7) No need to dial the 52 prefix.

Analysis: In this sentence there is is omitted. The whole sentence

should be There is no need to dial the 52 prefix.

Translation: 无需拨打前两位号码52。

Example: No work to do for the time being.

5. (Para. 12) ... weekend guests will be provided with extra towels

to make your stay more comfortable.

Analysis: To make your stay more comfortable is an infinitive phrase

used as an adverbial of purpose, meaning in order to ...

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Translation: 为保证度周末的客人起居舒适，我们为您提供了备用毛巾。

Example: They went to the hospital by taxi (in order) to get there

as soon as possible.

6. (Para. 12) An iron and ironing board is available upon request.

Analysis: Upon request means when / if requested. This is a useful

phrase in business English.

Translation: 如需要，我们还可以向您提供熨斗和熨衣板。

Example: Breakfast can be brought to the room upon request.

7. (Para. 13) May we have your comments or suggestions

Analysis: It is a more polite way to use an interrogative sentence

to ask someone’s favor than to use an imperative sentence.

Translation: 您能对我们的工作提些意见或建议吗

Example: May we have your address and telephone number

2 Important Words

1. lodge

n. small house which people stay in 小旅馆

v. to live in someone else’s house for only a short period of time

寄宿，临时暂住

.

They went to a shooting lodge in Scotland for the weekend.

He had arranged for me to lodge with his daughter and son-in-law.

2. facility

n. equipment, buildings, services that are provided for a

particular

activity or purpose 设施，场所

.

She had no cooking facilities in her room.

Only six countries had the facilities and know how to produce

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advanced

weapon systems of this kind.

3. accommodate

v. to provide people with a place to live or stay 提供食宿

.

They can’t accommodate guests at the moment.

They have not given up hope of finding financial support to

accommodate

these people properly.

4. note

v. to pay attention to and remember 注意并记住

.

Please note that this bill must be paid within ten days.

His audience, I noted with regret, were beginning to look bored.

5. lounge

n. room in a hotel, club, etc. where people sit and relax 休息室，客厅

.

In the lounge of the hotel, drinks are usually more expensive than

in

other places.

We stayed in the lounge for about two hours, talking about the

people and things we remembered at school.

6. emergency

n. an unexpected and difficult or dangerous situation 紧急情况

.

These bells are supposed to be used only in emergencies.

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The plane made an emergency landing.

7. apologize

v. to say one is sorry, as for a fault or for causing pain 道歉

.

I apologize to her for stepping on her foot.

He should apologize to the chairman for arriving late.

8. inconvenience

n. a state of difficulty when things don’t suit one 不便， 不便之处

.

It causes a lot of inconvenience when buses don’t come.

All that travel will be a great inconvenience to me.

9. lack

n. shortage, absence 短缺，缺乏

v. to be without, not have enough of 没有， 缺乏

.

His department was shut down for lack of funds.

Large masses of people lack the necessities of life.

10. additional

a. extra or more than those mentioned or already there 另外的，

附加的

.

This was an additional proof of his ignorance.

This problem is additional to their major financial anxieties.

11. jot

v. to write quickly, especially without preparation 草草记下，

匆匆写下

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.

I jotted down the name of the book that he was talking about.

Let me jot down your telephone number.

Passage 2 :

Information Related to the Reading Passage

1. Description of a hotel survey

A hotel survey includes customer satisfaction with the Front

Desk, Guest Services, Guest Room / Bath, Room Service, Restaurant, Lounge,

and an overall rating.

Text What to Include in a Hotel Guest Survey

A friend of mine recently went on a business trip. He stayed in a hotel

that had a survey for every service that the hotel provided. He appreciated

that the hotel wanted to thoroughly understand how it was doing in each

of these services, but he did not have the time to provide customer

feedback for each hotel survey. With that in mind, he suggested one

comprehensive and consolidated hotel guest survey that would have made

it simple to take and complete the survey. Here are a few of his ideas

about what to include in a hotel guest survey:

● Decor —While hotel atmosphere may not seem like it should

matter, it can often set the tone for the entire guests’ experience. Decor

can determine what customers hotels attract and how those guests

experience the hotel. Does the resort make the guests feel relaxed

Luxurious Energized In short, decor matters, so it should be included in

your hotel guest survey.

● Cleanliness —This may be an obvious category to include in the

hotel guest survey. But sometimes the obvious can be overlooked.

Cleanliness of the rooms, floors, lobbies, and shared spaces of the hotels

can make or break someone’s experience. Ask about the cleanliness in both

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shared and private spaces to ensure that the hotel is meeting the standards

of cleanliness.

● Food and beverage — Food and beverage may not be critical to

hotel guests if the hotel is located in a city. But if the guests are

hotel-bound or the hotel is meant to meet the guests’ every need, then

asking about the food and beverages is essential. Ensuring that the

guests feel like they are getting good quality food for the price and that

they are satisfied overall is what the hotel guest survey should consider.

● Staff — The friendliness and helpfulness of hotel staff can

also make or break someone’s hotel experience. Ensuring that your staff

is friendly without being pushy or meddling is key, so include questions

on your hotel guest survey that home in on this.

While other hotel criteria can be important to include in a hotel

guest survey, those are the four key aspects of a hotel experience that

should be considered when creating hotel guest surveys.

Language Points

1 Explanation of Difficult Sentences

1. (Para. 1) He stayed in a hotel that had a survey for every service

that the hotel provided.

Analysis: There are two relative clauses in this complex sentence.

The first is that had a survey for every service, which is modifying a

hotel. The second is that the hotel provided, which is used to modify every

service.

Translation: 他入住的酒店有一个对酒店提供的各项服务的调查表。

Example: Fortunately there are some chemical fuels that are clean and

smokeless.

2. (Para. 1) With that in mind, he suggested one comprehensive and

consolidated hotel guest survey that would have made it simple to take

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and complete the survey.

Analysis: With that in mind is an absolute structure used as an

adverbial of

condition. That would have made it simple to take and complete the

survey is a relative clause, modifying survey. In this clause subjunctive

mood is used to imply that in the past the survey was not simple to take

and complete.

Translation: 考虑及此，他提出了一个综合而统一的酒店客人服务调查表，这样会使得调查表既便于填写又易于完成。

Example: With his family and friends in mind, Charles refused the

offer to work abroad.

3. (Para. 2) While hotel atmosphere may not seem like it should matter,

it can often set the tone for the entire guests’ experience.

Analysis: While introduces an adverbial clause of concession, meaning

although.

Like here is a conjunction, introducing an adverbial clause of manner,

meaning as.

Translation: 尽管酒店的气氛好像不那么重要，但是它却常常能为顾客的总体感受定下基调。

Example: While his brother is quite rich, David is as poor as a church

mouse.

4. This may be an obvious category to include in the hotel guest

survey.

Analysis: The infinitive to include is used to modify category, which

is the logical object of the infinitive. Therefore, the active voice is

used instead of the passive voice.

Translation:这可能是明显要包含在宾馆调查表中的内容。

Example: Every day the secretary has a lot of affairs to deal with.

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5. Ask about the cleanliness in both shared and private spaces to

ensure that the hotel is meeting the standards of cleanliness.

Analysis: This in an imperative sentence. To ensure is an infinitive

phrase that takes an object that-clause and serves as an adverbial of

purpose.

Translation: 要了解公用和个人空间的卫生情况，以确保酒店达到卫生标准。

Example: Do morning exercise every day to ensure that you are in good

health.

6. Ensuring that the guests feel like they are getting good quality

food for the price and that they are satisfied overall is what the hotel

guest survey should consider.

Analysis: This is a complex sentence. The basic S-V structure of the

sentence is Ensuring … is … The two that-clauses are the objects of the

gerund ensuring, and the subject complement clause is introduced by what.

Translation: 确保客人能享用优质的饭菜且价格公道，并对饮食服务总体满意，这是酒店调查表中应该考虑的内容。

Example: To make sure that she can become a doctor, Helen works very

hard at her lessons.

7. Ensuring that your staff is friendly without being pushy or

meddling is key, so include questions on your hotel guest survey that home

in on this.

Analysis: Ensuring that … is a gerund phrase, used as the subject

of the sentence. That home in on this is a relative clause, modifying

questions on your hotel guest survey.

Translation: 确保你的员工态度友好，不至于粗暴待客或者干预客人事务是很关键的。因此, 你的调查表中应该收入针对这一方面的问题。

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Example: Working diligently without any empty talks may leave a very

good impression on your employer.

2 Important Words

1. survey

n. a detailed critical inspection 调查

.

The recent survey of 450 advertising companies found that art schools

are providing most of their new recruits.

In five of the villages that were surveyed, non-farm work provided

one quarter of their income.

2. appreciate

v. to recognize the value of something, understand a situation

fully, be grateful for 喜欢，欣赏，感激

.

We would much appreciate guidance from an expert in this field.

They really appreciated the peace and quiet of rural.

3. feedback

n. comments made in response to something you have done 反馈

.

Any feedback is greatly appreciated.

Her job with that company is to collect market information and

feedback.

4. comprehensive

a. full, including or dealing with all aspects of something 综合的，全面的

.

Here is a comprehensive list of all the items in stock.

The modern market system developed in a comprehensive way.

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5. tone

n. style, manner, character 口气，风格，气氛

.

The room with an elegant tone made her feel relaxed and comfortable.

Your commanding tone irritated him.

6. experience

v. to feel, suffer or know as an experience 经历，感受

.

The city experienced 11,000 such incidents in 1997.

She experienced a genuine feeling of quiet happiness.

7. resort

n. place visited for holidays 度假地

.

The cafe happened to be a favorite resort of artists and writers.

Hawaii is an excellent tourist resort.

8. relax

v. to become less anxious, rest from work 放松

.

You should grasp any chance to relax.

Relax and enjoy yourself on your trip.

9. overlook

v. to ignore or disregard 忽视，忽略

.

They overlooked the fact that the caves were on the other side.

I decided to overlook his unkindness to me.

10. share

v. to have, use or experience jointly with others 分享

.

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The children were being taught to share.

In the company we all share the decision making.

11. standard

n. a level of quality of achievement 水平

.

Networking Standard promises clear picture.

By what standard do you measure it

12. critical

a. very important in terms of success or failure 关键的

.

The twelve weeks of summer were critical to most of restaurants and

pubs.

The problems of food supplies are bound to be critical.

13. overall

a. & ad., including everything, taken as a whole 包括一切的，全面的，整体的

.

What is the overall land planning

Overall, prices are still rising.

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