1、新世纪高职高专英语实训类课程规划教材主编刘惠霞副主编张建花编委李维李艳红王珊珊张可新世纪高职高专英语实训类课程规划教材主编刘惠霞副主编张建花编委李维李艳红王珊珊张可Meeting the GuestsUnit Two1Warm-up Questions2Language Points3Situational Dialogues4Strengthening Your Professional Skills5Practice6SupplementsWarm-up QuestionsONEHow do you pick up your friends at the airport?1What do
2、you think a tour guide should prepare before meeting a tour group?2What should you do to make yourself easily found by your guests at the airport?3In your opinion,what information should a welcome speech include?4Language PointsTWOelevator elvet(r)电梯lobby lbi休息室passport p:sp:t护照visa vi:z签证baggage ch
3、eck行李票baggage claim area行李认领处behind schedule晚点checked baggage托运的行李hand baggage手提行李parking lot停车场receiving sign接站牌welcome speech欢迎辞Situational DialoguesTHREEScene OneAt the Airport(TG=Tour GuideLi Hua/Linda;TL=Tour LeaderFrank Brown)TG:Excuse me!Are you Mr.Brown from Washington D.C.?TL:Yes,Im Frank B
4、rown.TG:Nice to meet you,Mr.Brown.Im Li Hua,your tour guide from Shanghai Youth Travel Agency.Just call me Linda.TL:Nice to meet you,too.TG:(Linda shakes hands with Mr.Brown and other guests.)Welcome to Shanghai!TL:Were so glad youve come to meet us at the airport,Linda.TG:Did you have a good trip,M
5、r.Brown?TL:Yes,quite pleasant.But we feel a bit tired after the long flight.Situational DialoguesTHREEScene OneTG:You all need a good rest first.TL:Nevertheless we are all excited that weve finally arrived in the country that we have been wishing to see for years.TG:You will have plenty of time to s
6、ee all the interesting places in Shanghai.Is everyone in the group here?TL:Let me see Yes,were all here.We have 4 ladies,6 gentlemen and 2 kids.TG:Good.Shall we go now?Can I help you with your luggage,Mr.Brown?TL:No,thanks.I can manage it myself.TG:Please follow me,ladies and gentlemen!The tour bus
7、is just waiting for us in the parking lot.TL:Thats fine.Hurry up,guys!TG:This way,please.Situational DialoguesTHREEScene TwoTG:Here we are,ladies and gentlemen.Mr.Brown,this is our driver,Mr.Li.TL:Nice to meet you,Mr.Li.TG:Mr.Li will help us to put our luggage in the trunk.Tony:Excuse me,may I take
8、my luggage with me?TG:Yes,of course.You just need to put it on the luggage rack(行李架).Alice:I just dont want to be separated from my luggage.TG:Oh,well.Madam,you are not separated from the luggage.You are just sitting over it.Trust me,its safer here.Come on,let me help you to put your case at a nice
9、place,Madam.Alice:OK.Here you are.TG:Get on the coach and find yourself a comfortable seat.Alice:Good!Thank you.Situational DialoguesTHREEScene ThreeA Welcome Speech(On the Coach)Good morning,ladies and gentlemen.Welcome to Shanghai!First,please allow me to introduce myself.My name is Li Hua,and my
10、English name is Linda,so you may call me Linda.Im a guide from Shanghai Youth Travel Agency.And this is Mr.Li,our driver,who has 10 years of driving experience.Were glad to have all of you here.Ill be with you during your five-day tour in this city and well be at your service at any time.Well do eve
11、rything possible to make your visit a pleasant experience.If you have any problems or suggestions,please dont hesitate to let us know.The hotel where you stay is the Oriental Pearl Hotel.It offers the best services in this city.We shall meet in the hotel lobby at 2:00 p.m.for our first visit this af
12、ternoon.Please do remember the plate number of our bus.The number is A 88809.Thank you.We hope youll enjoy your stay in this city.Situational DialoguesTHREENotesExcuse me!Are you?请问，您是？1Im from Travel Agency.我是来自旅行社的2Situational DialoguesTHREENotesNice to meet you!How do you do!很高兴见到您！您好！3How was th
13、e flight?Is this your first visit to China?旅途愉快吗？这是您第一次来中国吗？4Situational DialoguesTHREENotesPlease follow me!The bus is waiting for us in the parking lot.请跟我来，大巴车在停车场等着我们。5Could you tell me if everyone in the group is here,Mr.?先生，大家都到齐了吗？6Situational DialoguesTHREENotesPlease follow me closely to ge
14、t out of the station altogether.Watch the flag,please.请大家紧跟我一起出站，请注意看（我们旅行社的）旗子。7Your bag seems quite heavy.May I help you with it?您的行李看起来很重，需要帮忙吗？8Situational DialoguesTHREENotesI will be at your service at any time.随时乐意为您效劳。9I hope you will enjoy your journey in this city.祝您在这个城市旅行愉快。10Situational
15、 DialoguesTHREETipsGet the basic information about the group as following:Name of the travel agency that organizes the group;name of the liaison(联络员)in charge of the group and his/her telephone number;the group code;names of the tour leader and the national guide;the number of the tourists;names of
16、all the tour members including their nationalities,genders,occupations,ages,religions,and special requests,etc.1Study the itinerary carefully.Confirm details of transportation,hotels,rooms,restaurants,and meals.Also,arrange luggage delivery if necessary.2Situational DialoguesTHREETipsBring all the n
17、ecessary items,including ones tourist guide certificate,professional badge,and the itinerary of the group/local travel schedule.Dont forget to bring a tour-guiding flag or an identifying cardboard sign.3Keep company with the tourists as closely as possible.4Situational DialoguesTHREETipsPrepare a we
18、lcome speech before meeting the guests.5Arrive at the airport half an hour earlier,search with the driver for the best parking place,and wait at the exit with an eye-catching sign.6Strengthening Your Professional SkillsFOURRole-playSimulate situational dialogues with your partners:one plays as the t
19、our guide;one plays as the tour leader;and others play as the tourists.Strengthening Your Professional SkillsFOUREmergency HandlingIf you are a tour guide,what will you do in the following situations?1Mark lost his passport.2Peter got a headache after the long time flight journey.PracticeFIVEMatch e
20、ach picture with the correct description below.receiving sign passport tour guide luggage visa flightABCABCPracticeFIVEMatch each picture with the correct description below.DEF receiving sign passport tour guide luggage visa flightABCDEFPracticeFIVETranslate the following words and expressions into
21、English.无烟区no-smoking section 停车场parting lot 手提行李hand luggage 护照passport 入境签证entry visa 行李认领牌baggage claim tag 卫生间toilet 电梯Elevator 行李认领处baggage claim area 免税店duty free shopPracticeFIVEComplete the following dialogues in English with the information given in the brackets.TG=Tour Guide;TL=Tour Leader
22、)TG:_?(打扰一下，请问您是来自英国的布什布朗吗？)TL:Yes,Im Bush Brown,so you are?TG:_.(我是北京教育旅行社的导游，张洁。)TL:Nice to meet you,Miss Zhang.TG:_?(您好，布朗先生，旅途顺利吗？)TL:Yeah,quite good.It was a pleasant journey.Thank you.Excuse me,are you Bush Brown from BritishSituation OneIm Zhang Jie from Beijing Education Travel agencyGood mo
23、rning,Mr.Brown,what about your travelPracticeFIVEComplete the following dialogues in English with the information given in the brackets.TG:_?(太好了，大家都到齐了吗？)TL:Let me see Yes,everyone is here.TG:_?(都拿好自己的行李了吗？)TL:Just a moment,let me check again.One,two,three yes,we all get our baggage.TG:_.(那我们出发吧，旅游
24、大巴在机场停车场等着大家呢。)TL:OK.You go ahead and well follow.Great,is every hereSituation OneGet your luggage,everyoneLets go,the travel bus is in the parking lotPracticeFIVEComplete the following dialogues in English with the information given in the brackets.A Welcome SpeechGood morning,ladies and gentlemen.
25、Welcome to Hangzhou,China._ _.(请允许我代表中国国际旅行社杭州分社向各位的到来表示热烈的欢迎。)My name is Tang Qi,_.(大家也可以叫我露西。)_(这位是我们的司机)，Mr.Chen.He has _ _.(十五年的驾驶经验，因此你们可以放心，在车上绝对是安全、舒适的。)Please allow me,on behalfSituation Twoof China international travel service Hangzhou branch,to extend our warm welcome to your arrivalAnd yo
26、u can also call me LucyThis is our driver15-year driving experience,so you can assure that it is safe and comfortable in thebusPracticeFIVEComplete the following dialogues in English with the information given in the brackets.We _(在杭州旅行期间将会使用同一辆车)，so I _(建议大家记下车牌号)A 99901.We will _.(尽我们所能为大家服务。)If y
27、ou have any questions or troubles,_.(请立即告诉我们。)I am sure _.(这将是一次愉快而难忘的中国之旅。)Situation Twowill use this bus during your stay in HangzhouAdvise you to remember the bus numberwe will do all we can to serve youPlease tell me without hesitationIt will be a happy and unforgettable Chinese travelPracticeFI
28、VESimulated ActingAct out how to meet the tour group at the airport according to the following information.Tour guide:Zhang YuTour leader:Peter BrownTour group:a 10-member group from EnglandSituation OnePracticeFIVESimulated ActingSuppose you are Miss Zhang,a local guide from Xian International Trav
29、el Agency.After meeting your guests at the airport,you are supposed to make a welcome speech to your British guests.You need to introduce yourself and the driver,Mr.Zhang.You need to let your guests know the plate number.Situation TwoSupplementsSIXBaggage-getting Expressions1Where can I get my bagga
30、ge?我去哪里取行李？2Here is my claim tag.这是我的行李牌。3Could you please check it urgently?能抓紧时间找一下我的行李吗？SupplementsSIXBaggage-getting Expressions4How many pieces of baggage have you lost?您丢失了几件行李？5Can you tell me the features of your baggage?您能描绘您的行李的外表特征吗？6It is a large leather suitcase with my name tag.是一件大的皮箱
31、，挂有我名字的标签。SupplementsSIXBaggage-getting Expressions7We may have lost some baggage,so wed like to make a lost baggage report.我们有可能丢失了几件行李，所以我们想填写一份丢失行李登记单。8How soon will I find it?需要多长时间可以找到我的行李？9Please deliver the baggage to my hotel as soon as youve located it.找到行李后，请尽快送到我的酒店。SupplementsSIXEmergenc
32、y-handling DialoguesMarks luggage was damaged(马克发现行李损坏).Mark:Oh,my god!TG:Whats wrong with you?Mark:The baggage is damaged!TG:Let me see.Oh,we are terribly sorry for it.Mark:What should I do now?TG:I will ask the inquiry desk about it.Mark:Thanks.Scene OneSupplementsSIXEmergency-handling DialoguesAl
33、ice suffered from airsick(爱丽丝晕机).TG:Whats wrong with you?Alice:I suffered from airsick.I feel very bad now.TG:Dont worry.There is some medicine.Alice:Thank you.TG:Youre welcome.Scene TwoSupplementsSIXEmergency-handling DialoguesBrown lost his luggage(布朗丢失了行李).TG:Whats wrong with you?Brown:I cant fin
34、d my luggage.Its a small light brown bag.TG:Do you have your ticket claim?Brown:Here you are!TG:Perhaps we need to make a lost baggage report.Brown:How long do you think it might take?TG:I am not sure.Lets ask the inquiry desk.Scene ThreeSupplementsSIXEmergency-handling DialoguesThe flight delayed(飞
35、机晚点).TG:Hi,I am Li Ling,your tour guide in China.Robin:Hi,I am Robin.Our flight was delayed,and we just got off the plane.TG:How long will it delay?Robin:Perhaps half an hour.TG:OK.I will be at the exit.I will hold up a sign there.Scene Four新世纪高职高专英语实训类课程规划教材主编刘惠霞副主编张建花编委李维李艳红王珊珊张可Check InUnit Three
36、1Warm-up Questions2Language Points3Situational Dialogues4Strengthening Your Professional Skills5Practice6SupplementsWarm-up QuestionsONEWhat do you know about the room types of a hotel?1What are the common problems a person may have when he/she stays in a hotel for the first time?2What are the forma
37、lities you usually go through when you register at the reception desk in a hotel?3Language PointsTWOreservation rezven预约form f:m表格register redst(r)登记nationality nnlti国籍deposit dpzt押金expired kspad过期的upgrade pred升级broadband brdbnd宽带cancel knsl取消confirm knf:m确认confirm knf:m保证extend kstend延长delay dle延迟r
38、egistration form登记表Language PointsTWOfull name全名surname姓first name名fill in填写key card房卡peak season旺季low season淡季vacant room空房间arrival time抵店时间departure time离店时间buffet breakfast自助早餐Situational DialoguesTHREEScene OneA Group ReservationA tour group of 12 Americans will arrive in Beijing in seven days.L
39、i Hua(the tour guide)is making the reservations.The telephone rings.The hotel receptionist answers the phone.(TG=Tour GuideLi Hua;HR=Hotel Receptionist)HR:Reservations.May I help you?TG:Yes.An American tour group will visit Beijing at the end of this month.Id like to book 6 double rooms with twin be
40、ds for five days.HR:For which dates?TG:For May 23rd,24th,and 27th.HR:One moment please.Situational DialoguesTHREEScene One(The reservations check the list.)Yes,we can confirm 6 rooms for five days.TG:Thank you.Is there a special rate for a group reservation?HR:Yes,there is a 10 percent discount.TG:T
41、hats fine.HR:By the way,how will they get to Beijing?Will they come by air?TG:Yes.HR:Could you give me the flight number,please,in case the planes late?TG:Oh,sorry.I dont know the flight number,but Ill let you know by phone tomorrow.HR:Thank you.Situational DialoguesTHREEScene TwoAt the Hotel(TL=Tou
42、r LeaderFrank Brown;HR=Hotel Receptionist)HR:Good evening,what can I do for you?TL:We just arrive here from New York,and we want to check in.HR:Do you have any reservation,sir?TL:Yes,our tour guide made a reservation a week ago.HR:May I know your name?TL:Frank Brown.HR:Just a moment,Mr.Brown.Let me
43、check the arrival list Sorry to have kept you waiting,sir.We have the reservation for your group from 23rd to 27th.May I have a look at the passports of your group,please?Situational DialoguesTHREEScene TwoTL:Sure,here you are.HR:Mr.Brown,your room numbers range from 8601 to 8606.The bellman will he
44、lp you with your baggage and show you to the rooms.Here are your key cards.Please keep them carefully.The room rate includes a two day breakfast.The breakfast is offered from 6:30a.m.to 10:30a.m.in the coffee shop.TL:Thank you very much.HR:Have a nice day!Situational DialoguesTHREEScene ThreeHotel C
45、ultureThe aim of a hotel is to create a home away from home for all the travelling guests who need rest,food and drink.The front office of a hotel is not only its“shop window”but also its“service center”.The front office staff s efficiency and personality are of great importance to guests vacation o
46、r business,and indeed,the hotels operation itself is made or ruined.The front office staff seem to“do it all”receive reservations,register guests,assign rooms,distribute baggage,store guests valuables,provide information,deliver mails and messages,exchange foreign currencies,check room occupancies,c
47、heck guests out and so on.Situational DialoguesTHREEScene ThreeIn order to fulfill these tasks,the staff must have a neat and smart appearance,good manners,adaptability,knowledge of languages and a head for figures.The most important one among all the qualities is a real liking for people and a warm
48、 desire to help them.Besides,the front desk staff should encourage advice and settle the guests complaints.That will soothe an unhappy guest and reveal the hotels problems so that the operation can be bettered.In short,all staff ought to remember that the hotel will enjoy greater financial success o
49、nly with the greater satisfaction the guests receive from the“home away from home”.Situational DialoguesTHREENotesCan I have a single room with private bath for this weekend?我周末能预订一间带独立卫生间的单人间吗？1I want a room with a bathtub.我想要一个带浴缸的房间。2Situational DialoguesTHREENotesHow many people are there in you
50、r group?你们旅行团有多少人？3What kind of room would you like?您想要什么样的房间？4Situational DialoguesTHREENotesCould you fill in this registration form?您能填写一下这张登记表吗？5Would you put your signature here,please?请您在这里签名。6Situational DialoguesTHREENotesIf you need a taxi,you can ask the reception desk to get one for you.如
