UNIIT 4 Staying at a Hotel
Focus
● Checking in
● Checking out
● Laundry service
● Room service
Warming Up
The following questions may help you understand what you are going to learn in this unit. Work in pairs or groups and try to answer the following questions：
1. Have you ever stayed in a hotel? Do you know how to check in at a hotel？
2. What was your last hotel like？
3. Do you know any hotels around your city？
4. What services can a hotel offer to its guests？
Part 1 Checking in
Atthe reception desk, Linda is helping Mr.Ribery check in.The following is the conversation among Linda, thereceptionist and Mr.Ribery.
Receptionist: Good morning. Welcome to Ramada Hotel. How may I help you？
Linda: Good morning. I'm Linda Zhang from Wuhan ProStar Electronics Co., Ltd.. Last week I reserved a single room for Mr. Ribery our guest, from Auchan Group of France. Now he'd like to check in.
Receptionist: Mmm, just one moment, please. Well, Madam. Under what name did you make the reservation？
Linda: Mr. Franck Ribery.
Receptionist: OK.Let me check.（Checking the reservation list）Ah, yes, here it is. You booked a single room for 3 nights.Is that right？
Linda: Yes, that's right.
Receptionist: Excuse me. Mr. Ribery. May I see your passport？
Mr. Ribery: Certainly. Here you are.
Receptionist: Thank you, Mr. Ribery. Nice to meet you. Welcome to our hotel.
Mr. Ribery: Thank you. And nice to meet you, too.
Receptionist: Could you just fill in this form and sign your name here, please？
Mr.Ribery:（After filling in the form）Here you are.
Receptionist: Mr. Ribery, How many days are you staying here？
Mr. Ribery: 3 days.
Receptionist: That means you are checking out on Feb 24th. Well, the room rate is 800 yuan per night. Therefore you need to pay 3000 yuan as a deposit. How are you going to pay, in cash or by credit card？
Mr. Ribery: By credit card. And here's my credit card.
Receptionist: Thank you.（The receptionist swipes the card）Mr.Ribery, please sign your name here.
Mr. Ribery: Oh, yes.
Receptionist: Thank you. Your room number is 1506 and here is your room card. This is your deposit receipt. Please keep them. The bellboy will show you to your room. I hope you'll enjoy staying with us.
Mr. Ribery: Thank you. By the way, what time is breakfast served？
Receptionist: There is a continental breakfast buffet from 7:00 am to 10:00 am, and it's on the second floor. Oh, this is your breakfast coupon.
Mr. Ribery: Thank you.
Receptionist: You are welcome. Have a nice day.
Target Vocabulary
check in（在旅館、機場等處）辦理登記手續
receptionist 接待員，前臺接待
check out 結帳；退房
room rate 房間價格
deposit 押金；定金
cash 現金
swipe the card 刷卡
room card 房卡
receipt 收條，收據
bellboy 行李員；服務生
continental breakfast 大陸式早餐
buffet 自助餐
coupon 贈券，優待券，入場券
Notes
1. Last week I reserved a single room for our guest Mr. Ribery.
上個星期，我為我們的客人列貝利先生定了一個單人間。
"reserve a room" 意思是預訂房間，還可以說 "book a room" 或 "make a reservation for a room" 或” "make a booking for a room" .
2. Now he'd like to check in．現在他要辦理入住登記手續。
也可由客人自己對前臺接待說：I'd like to check in. please.
3. Under what name did you make the reservation？請問您以什么名字預訂的房間？
還可以說What name was it, please？
4. May I see your passport？我可以看一下您的護照嗎？
辦理入住登記時，前臺接待一般要查看一下客人的身份證件，而且身份證件號碼還要填寫在入住登記表上。類似的表達法還有：
May I see your ID card？
May I see your identifications？
5. How many days are you staying here？您打算在這兒住幾晚？
類似的表達法還有：
How long will you be staying here？
6. Well, the room rate is 800 yuan per night．房費是每晚800元。
如果是主動問房費，可以說：
What's the room rate？
7. Therefore you need to pay 3000 yuan as a deposit．所以你要支付3000元的押金。
當入住酒店時，客人須交納一定數額的押金。房間條件越好，入住時間越長，須交的押金會相應多一些。每個酒店要求支付押金的數額不一樣。押金可以以現金方式支付，也可以直接刷信用卡，也可以采取信用卡預授權的方式。
Comprehension Questions
1. Who made the reservation for Mr. Ribery？
2. What kind of room was made for Mr. Ribery？
3. How much will Mr. Ribery pay for the room every day?4. Does the room rate include the breakfast？
Part 2 Checking out
Mr.Ribery is leaving Wuhan.Before leaving he has to settle his bill.And after checking this through, he pays by credit card.The following is the dialogue between Mr.Ribery and the cashier.
Mr. Ribery: Good morning.
Cashier: Good morning. What can I do for you？
Mr. Ribery: I'd like to check out now. Can I have the bill, please？
Cashier: Yes, of course. But could I know your room number and your name, please？
Mr. Ribery: Yes, my name is Franck Ribery and I was in Room 1506. And here is my room card.
Cashier: Just a moment, please, Mr.Ribery.I'll have your bill ready in a minute.（The cashier checks it in the computer.Aftera while, thebill is ready）So you've stayed here for three nights.This is your bill and it totals 2,800 yuan.Please check it.
Mr.Ribery: Thank you.（Reads）Room charges, meals, IDD calls, laundry…Right.
Cashier: You paid 3000 deposit, then we'll refund you 200 yuan.
Mr. Ribery: That's right.
Cashier: Can we refund you in cash？
Mr. Ribery: No problem.
Cashier: Thanks. Here is the refund, your bill and the invoice. Please take care of them. Hope you have a nice trip and hope to see you again.
Mr. Ribery: Thanks. Bye.
Cashier: My pleasure. Bye.
Target Vocabulary
settle one's bill 結帳
cashier 出納員，收銀員
check out 結帳；退房
bill 賬單
total 總計
IDD call 國際直撥長途電話
laundry 洗衣；送洗的衣物；洗衣服務
refund 退款
invoice 發票
Notes
1. I'd like to check out now.
我現在要結帳離開酒店了。/我現在要辦理退房手續。
類似的表達方式還有：
I need to check out now.
I'm ready to check out.
I'd like to pay my bill now.
I'd like to settle my bill now.
Can you make my bill ready, please？請把我的帳單準備好。
check out意思是“（從旅館等）結賬離開”, check-out是名詞，是“結帳；付款處”的意思。例如：
check-out time結帳離店的時間
late check-out延遲退房
check-out counter結帳處
2. Can I have the bill？請給我賬單好嗎？
在美國和加拿大，常用Can I have the check, please？意思是請給我賬單好嗎？。
3. It totals 2,800 yuan．賬單總計2800元。
還可以說：The total amount is 2,800 yuan.
Comprehension Questions
1. How much does Mr. Ribery pay？
2. How much does the hotel refund Mr. Ribery？
Part 3 Laundry service
Mr.Ribery has some laundry, and now he is calling the laundry service department to ask someone to get the laundry.
Laundry service: Good afternoon. What can I do for you？
Mr. Ribery: Could you send someone up for my laundry, please? This is Room 1506.
Laundry service: Certainly, Sir. If you have any now, I'll ask a valet to collect it in a few minutes. You can also just leave it in the laundry bag behind the bathroom door. The room attendant comes over to collect it every morning.
Mr. Ribery: Thank you.
Laundry service: Please tell us or notify in the list whether you need your clothes ironed, washed, dry-cleaned or mended and also what time you want to get them back.
Mr. Ribery: Thank you. But please ask somebody get it now.
Laundry service: OK. The valet will be up in a few minutes. Bye.
Mr. Ribery: Thank you. Bye.
（A few minutes later, thevalet comes up and knocks at the door）
Valet: Good afternoon! May I come in？
Mr. Ribery: Yes. Come in, please.
Valet: Do you have any laundry? I'm here to collect it.
Mr. Ribery: Yes. I have some laundry to be done. Here you are.
Valet: OK, sir. And can I have a check for you？
Mr. Ribery: Sure. Go ahead.
Valet: Sir. I found something in the pocket of your trousers.
Mr. Ribery: Thank you for finding them for me.
Valet: A button of the shirt is missing. Do you know that？
Mr. Ribery: Yes, I know. Can you sew one for me？
Valet: Sure, Sir. Please fill in this form. I need your signature, too. Could you sign your name here？
Mr. Ribery: OK. Here you are. When will they be back？
Valet: Generally speaking, the laundry collected before 10 o'clock in the morning will be sent back before 7 o'clock in the evening at the same day. But now it is already 1 o'clock in the afternoon and then they will be back tomorrow. But would you like express service？
Mr. Ribery: What is the difference in price？
Valet: We charge 50% more for express, but it only takes 5 hours.
Mr. Ribery: I'll have express then.
Target Vocabulary
valet 旅館中替客人洗燙衣服的人員
laundry bag 洗衣袋
room attendant 樓層服務員
notify 通知
iron 熨燙
dry-clean 干洗
mend 修補，縫補
sew 縫合，縫上
express service 加快服務；快洗服務
charge 收費
Notes
1. Could you send someone up for my laundry, please？
你能派人來取一下我要洗的衣服嗎？
laundry可以表示“洗衣店，洗衣房”, “要洗或洗好的衣服”, “洗熨服務”等意思。它的動詞是launder，表示“洗衣”, “洗熨”等，而wash僅表示“用水洗”，所以酒店里“洗衣”用laundry表示，因為客人一般要求洗后熨燙。更多例子如下：
Please send clothes to the laundry .（洗衣房）
If you have any laundry, please just leave it in the laundry bag behind the bathroom door, and don't forget to fill in the laundry list.（待洗的衣服）
When can I have my laundry back?（洗好的衣服）
We have express laundry service, but there will be a 50% surcharge.（洗衣服務）
2. Please tell us or notify in the list whether you need your clothes ironed, washed, drycleaned or mended and also what time you want to get them back.
請告訴我們或在洗衣單上寫明您的衣服是否需要熨燙，水洗，干洗或縫補，還要寫明何時需要取衣服。
客人在送洗衣服時，要填寫洗衣單，單上要注明客人的姓名、房號、送洗日期、送洗衣物的名稱、件數、單價等信息外，還要注明衣服是否需要熨燙，水洗，干洗或縫補等?？腿颂詈脝魏螅B同衣服一起放到洗衣袋里。
3. And can I have a check for you？我能幫您檢查一下嗎？
也可以說：May I have a look？
4. Could you sign your name here？請在這兒簽名好嗎？
在洗衣單上除了填寫上衣物名稱、狀況等信息外，還要有客人的簽名，以免發生糾紛。
5.But would you like express service？您需要快洗服務嗎？
多數酒店在每日上午10點以前收取要洗的衣服，可在當天晚上7點之前送回洗好的衣服。如果晚于10點以后收取的衣服，則要第二天才能拿到洗好的衣服。不過酒店可以提供快洗服務，3-5個小時就可以拿到洗好的衣物，但要加收百分之五十的快洗費。
Comprehension Questions
1. Who collects Mr. Ribery's laundry？
2. When can Mr. Ribery get his laundry back？
Part 4 Room service
Mr.Ribery wants something to eat and drink in his room.Now he is calling the Room Service.
Attendant: Room Service. May I help you？
Mr.Ribery: Could you send a cheese sandwich and a cup of coffee to my room now？
Attendant: No problem, sir.May I have your name and your room number, sir？
Mr. Ribery: This is Franck Ribery, Room 1506.
Attendant: Good. Your food and drink will be sent up in a few minutes.
Mr. Ribery: Bring me some sugar and cream, please.
Attendant: OK.
（Severalminutes later, theroom service attendant knocks at the door）
Mr. Ribery: Come in, please.
Attendant: Here're the snacks you ordered, Mr. Ribery.
Mr. Ribery: Thank you. Can I have it charged to my account？
Attendant: Certainly, sir. Would you sign the bill, please? Thank you. Anything else I can do for you？
Mr. Ribery: Do you have different styles of breakfast for room service？
Attendant: Yes, we serve Continental breakfast, English breakfast and Chinese breakfast.
Mr.Ribery: Pretty good.What time do you begin your service in the morning？
Attendant: We usually start from seven. But if you have special needs, you can tell the front desk the night before. Or you can also tell me now. We'll send your food over at your requested time.
Mr.Ribery: Very good.Tomorrow I'll be out very early.Could you send something to my room at 6:30 tomorrow morning? I must leave the hotel before 7.
Attendant: No problem.Mr.Ribery.And what would you like to have for your breakfast tomorrow morning？
Mr. Ribery: I'm not sure now.
Attendant: Well, if you are not sure now, you can also use our doorknob menu if you'd like. The doorknob menu is on the back of the door. Please check the items you would like to have for breakfast, mark down the time, and hang it outside your door before you go to bed. You can also call us again at a later time.
Mr.Ribery: Mmm.It bothers.Just a moment, please.Let me think.OK, just bring me a glass of milk, a boiled egg and some toast with jam and butter, please.
Attendant: OK, so room 1506, a glass of milk, a boiled egg and some toast with jam and butter,6:30 tomorrow morning.Is that right, Mr.Ribery？
Mr. Ribery: That's right. Thank you very much for your service. Here, the tip for you.
Attendant: Thank you, Mr. Ribery. Please enjoy your snacks and have a nice day.
Target Vocabulary
cheese sandwich 奶酪三明治
check 在…上作查訖或選定的記號（√），打勾
snack 點心，零食
room service attendant 客房送餐服務員
doorknob menu 門把菜單
bother 麻煩，費心
toast 烤面包片，吐司
jam 果醬
butter 黃油
tip 小費
Notes
1. Room service refers to the service provided by the hotel by which food and drink can be sent up to the guests' rooms. room service的意思是客房送餐服務
2. Can I have it charged to my account？可以記在我的帳上嗎？
對于客房送餐服務，可以記在賬上，辦理退房手續時一起結帳，也可付現金。
3. Yes, we serve Continental breakfast, English breakfast and Chinese breakfast.
是的，我們供應的早餐有歐式、英式和中式三種。
Continental breakfast：歐式早餐/大陸式早餐：比較清淡，以冷食為主（包括咖啡或茶、果汁、面包配黃油和水果）。
English breakfast：英式早餐，包括熏肉、煎肉腸、荷包蛋、蕃茄、黑布丁、烤面包、各式玉米片（cornflakes）和麥片粥（oatmeal porridge）。
4. The doorknob menu is on the back of the door. Please check the items you would like to have for breakfast, mark down the time, and hang it outside your door before you go to bed.
門把菜單掛在門后面，請標明您要的早餐以及時間，然后在上床之前把它掛在門外面。
5.Here, the tip for you．拿著，這是給你的小費。
在西方國家下榻酒店時，對門童、行李員、送餐員、客房服務員通常要支付小費，小費額度通常在5%～20%之間。在中國一些比較高端的酒店，比如香格里拉大酒店，由于外國客人較多，所以付小費也比較盛行。
Comprehension Questions
1. Does Mr. Ribery pay for his snack in cash？
2. What does he order for his breakfast next morning? When does he need it？
Oral Practice
Individual Work
1. Substitution Exercises
Drill 1 I'd like to….
Complete the above sentence by using the following：
—make a reservation
—check in
—check out
Drill 2 Just a moment, please. I'll….
Complete the above sentence by using the following：
—check our reservation record
—have your bill ready for you
—check that with our room service clerk
Drill 3 Could you…, please？
Complete the above sentence by using the following：
—send someone up for my laundry
—send breakfast to my room at 6:30 tomorrow morning
—iron out the wrinkles in this skirt
Drill 4 Good morning, …. May I help you？
Complete the above sentence by using the following：
—Reservation Department
—Room Service
—Laundry Service
Drill 5 Here is….
Complete the above sentence by using the following：
—the continental breakfast you ordered
—your laundry
—your passport
2. Practice Sentences
1）Do you have a single room available tonight？
2）I'd like to book a single room for two nights if possible.
3）Could you let me have the room rates, please？
4）Do you have a reservation? Under what name was it made？
5）Does the room rate include breakfast？
6）When is room service available? It's available twenty-four hours a day.
7）Can I have breakfast in my room tomorrow morning？
8）Your order will be sent up in a few minutes.
9）At what time would you like your breakfast？
10）There's an English breakfast buffet from 6 am to 9 am.
11）Good morning, sir. Do you have any laundry？
12）Could you fill out the laundry form, please？
13）Would you please sign the bill？
14）I'd like to check out now.
1 5）How would you like to pay, in cash or credit card？
3. Oral Translation Exercises
1）我預訂了一個標準間，3個晚上，是以羅杰斯的名字預訂的。
2）套房是一晚上800人民幣，包括早餐和服務費。
3）您們什么時候開始供應早餐？
4）我們每天早上6:30到9:30在酒店大堂供有英式早餐和歐陸式早餐。
5）請填一下這張入住登記表。
6）500元人民幣一晚的標間，包括空調、衛星電視、無線上網設備等，還有一份免費的英文報紙。
7）所有的房間都配有空調、衛星電視、國際直撥電話、上網設備、迷你酒吧、室內保險箱等現代化設施。
8）每個房間都有單獨的衛生間，配有淋浴和浴缸，全天供應熱水。
9）酒店設有中餐廳、西餐廳及日式料理餐廳。
10）酒店有全天開放的咖啡廳，供應咖啡、早餐和便餐。
11）這是溫度控制開關，小冰箱在那里，服務指南在桌子上，酒店餐館在二樓，酒吧從早上6:00一直到夜里12:00營業。
12）您要什么時候取回送洗的衣服？
13）您要洗衣加急服務嗎？
14）您洗好的衣服送回來了，您最好查看一下。
15）我要一份麥片粥、一份三明治、一杯清咖啡。
Pair Work
Work in pairs.Construct dialogues based on the following situations.
Task 1
Student A: You are Mr.Smith, an English businessman.You want to check in at the Friendship Hotel where you have already made a reservation three weeks ago.Now you are talking to the receptionist（student B）.
Student B: You work at the Reception Desk of the Friendship Hotel.Now you are helping Mr.Smith to go through the hotel registration.
Task 2
Student A: You are Mr.Smith and you have stayed in Friendship Hotel for several days.Today you are leaving.Now you are checking out at the reception desk.
Student B: You work at the Reception Desk of the Friendship Hotel.Now you are helping Mr.Smith to check out.
Task 3
Student A: You are Ms.Smith.You are talking to the room attendant, enquiring about laundry service.
Student B: You are the room attendant.You are explaining to Ms.Smith about laundry service.
Task 4
Student A: You are Ms.Yang.You calls Room Service Department and would like to order two continental breakfast for your daughter and yourself.You two want to have a glass of orange juice, a cup of coffee, two vegetable salad, a cheese omelet, a bottle of yoghurt and two boiled eggs.
Student B: You are the room service attendant and answer the phone from Ms.Yang and take the order.
Group Work
Students will work in groups of 5-6 and have a discussion on the following questions：
1. What is the laundry service in the hotel？
2. What would you do if you want to have breakfast in your room？
3. Which department is in charge of the luggage？
4. Please talk with your neighbour and list the room facilities services that a modern hotel can provide as many as possible.
Cultural References
● Tips for staying at a hotel
There are things that are acceptable and not acceptable that you can do when staying at a hotel. Understanding and following these will ensure your stay is trouble free and enjoyable.
1.Sign up for frequent guest programs you can get upgrades and other great perks.
2.Make advance reservations, print it out and take it with you.Shortly after booking online, call the hotel to confirm they received it and everything is as you reserved.
3.Make sure your credit card has sufficient funds for a preauthorization.If that card is declined when they check it, they will cancel the room even though you intended to pay with another card.The hotel does not know that and has to take precautions.
4. Special requests should be addressed before you arrive. They are never guaranteed. But the sooner you put the request in, the more likely you are to get it.
5. Don't be rude to the staff, hospitality goes both ways.
6. Some things happen that are out of the staff's control. If they are having power or water troubles, It's most likely something the staff can't fix right away and has to wait for someone to help. Be patient with them and keep your cool. If it can't be fixed, you can transfer to another hotel.
7. Keep your room much like you would keep your own room, pick up trash, and keep your linens separate from the hotels to avoid losing yours. It's not mandatory to tip housekeepers but of course it is always welcome. Do not tip on the last day of your stay, most likely there have been several different housekeepers keeping your room clean for you. It is ok to leave a small tip daily.
8. Business travelers try not to use your room as a meeting space; most hotels will have meeting rooms or business centers which can better accommodate your business needs.
9. Allow staff sufficient time to fullfill your requests, especially at night there are only a handfull of employees there and they need to attend to the front desk as much as possible.
10. Avoid checking in late at night, most hotels will get full or even overbooked. Try to get there before the rush. Always make sure your room is guaranteed with a credit card if you are arriving later in the afternoon.
1 1. Take advantage of the hotel's secure storage facilities if you are traveling with valuables. Do not leave them in your room.
12. Use the peep hole and keep the dead bolt locked, if someone is at your door and you do not know them or feel uncomfortable, call the front desk.