Wine Request 品酒的請求 Track 51

Introduction

A guest needs supplies for a bottle of

wine he has brought with him.　

一位顧客需要一些用具，來品味他所買的一瓶酒。

Characters

Judy - Front Desk Clerk

櫃檯服務生

Paul - Guest 客人

Roberta - Assistant Head Housekeeper

清潔部副理

Alexandra - Housekeeper

清潔人員

Georgia - Housekeeper

清潔人員

Conversation

Judy: Hello, front desk, what can I do for you?

哈囉，這裡是櫃檯，可以為你效勞嗎？

Paul: This is Paul Murphy in room 224.

I brought a bottle of wine with me, and I need a few things.

我是保羅莫非，住在224 號房。我買了一瓶酒，需要一些用具。

Judy: W h a t w o u l d y o u l i k e , M r. Murphy?

你想要那些東西呢，莫非先生？

Paul:It’s a white wine, so I need a wine bucket with ice, three wine

glasses, and a corkscrew.

我買的是一瓶白酒，所以我需要一桶冰塊，三個酒杯，以及開瓶器。

Judy: That will be no problem. I’ll have someone from Housekeeping

get that to you in just a bit.

那沒有問題。我等一下會請房務部的人員拿給你。

Paul: Oh, there’s no hurry. I just need it for later this afternoon.

喔，沒那麼急。我只需要中午過後時才會用到。

Judy: All right, Mr. Murphy, but this is a common request.

We’ll have no trouble getting this to you.

好的，莫非先生，這是一般性的請求。我們提供給你是沒有問題的。

(On the phone) （電話上）

Roberta: Housekeeping, this is Roberta, how can I help you?

房務部，這是羅伯塔，可以為您服務嗎？

Judy: Hi, this is Judy at the front desk.We need a wine bucket with ice

and a corkscrew to room 224. Oh,and three wine glasses, too.

嗨，我是櫃檯的茱蒂。我們需要一個裝冰塊的酒筒和開酒器給224 房。喔，還有三個酒杯。

Roberta: We’ll get that right away, Judy.

我們會馬上拿過來的，茱蒂。

Judy: OK, thanks.

好，謝謝。

(On the radio) （無線電對講機上）

Roberta: Housekeeping to second floor.

房務部呼叫二樓。

Georgia :This is Georgia. What do you need?

我是喬治亞。你需要什麼呢？

Roberta :We need a wine kit to room 224.

Can you get that there in a couple minutes?

我們需要一些品酒用具給224 房。你可以在幾分鐘內拿過去那裡嗎？

Georgia :How many glasses?

需要多少個杯子呢？

Roberta :They need three.

需要三個。

Georgia :We’ll do that right away.

我們馬上著手去辦。

(To Alexandra) （和亞利珊卓說話）

Georgia: You haven’t done this before, have you?

妳沒有這方面的經驗， 是嗎？

Alexandra:No, I haven’t.

是的，並沒有。

Georgia: Come along, and I’ll show you where everything is. We keep

the wine buckets here in storage,along with the corkscrews and

glasses. All we have to do is stop by the ice machine, and then

we’re ready to go to the room.

來吧！我會讓你知道所有的東西各放在那裡。我們將酒桶子存放在這，開酒器和杯

子也是一樣。我們所要做的是待在製冰機旁，然後，我們準備好到客人房間去。

Employees Using Gym 員工使用健身房 Track 71

Introduction

Several employees are using the hotel gym.　

幾個員工在使用旅館的健身房。

Characters

Sam- Front Desk Clerk

櫃檯專員

Brian - Front Desk Clerk

櫃檯專員

Nathan - Front Desk Supervisor

櫃檯領班

Conversation

Sam: Hi Brian, are you going to be going to the gym before work

tomorrow?

嗨，布萊恩，你要準備在明天工作之前到健身房一趟嗎？

Brian: Yeah, I thought I would. Do you want to work out together?

嗯，我想我會去。你想要一起去運動嗎？

Sam :That sounds good. Are you up to a full weight workout?

聽起來不錯。你要作完所有的重力運動嗎？

Brian: Yes, I think tomorrow would be a perfect day for it.

是的，我想明天會是很合適的一天，來完成所有的重力運動。

Sam :All right, I’ll see you there around 5:30.

好的，我就在大約5:30 時和你約在那見。

(The next morning) （明天早上）

Sam: Hello, Brian.

哈囉，布萊恩。

Brian :Hello, Sam. Is this early enough for you?

哈囉，山姆。對你來說時間夠早嗎？

Sam :It would be nice if they would let us use the gym a little later in

the day.

如果他們可以讓我們在晚一點時，也能使用健身房的話會更好的。

Brian: Yeah, but they don’t want us in here during the hours the guests

usually are. It’s nice that they let us use it at all.

嗯，但他們不會希望我們在客人通常會來時，到裡面運動。有機會能讓我們完全的使用就很好了。

Sam: And when we finish up, we can shower, then get a good meal in

the employee cafeteria.

當我們結束時，我們可以淋浴，然後在員工餐廳吃一餐好的。

Brian: Then we’re all relaxed and ready for a good day at work.

然後我們會都很放鬆，準備美好一天的工作。

Sam: Hi there, Nathan. I wasn’t expecting to see you here.

嗨，納森。我沒想說在這會遇到你。

Nathan You know, managers need exercise, too.

你知道，經理也需要運動的。

Brian: Yes, I suppose you do. It’s nice to see you. Do you want to lift

with us?

是的，我想你需要運動。很高興看到你。你想和我們一起舉重嗎？

Brian: No, I’m just going to do some running. I need to lose a little

weight and do some good for my heart.

不，我只是去做一些跑步項目。我需要減一點體重而且做些對我心臟不錯的運動。

Sam: That’s a good thing. The more employees we have that are in

shape, the better the hotel will run.

這是很好的事阿！擁有更多好體態的員工，旅館會運作的更好。

Brian: That’s right. I just wish I could get more people to see that.

對的。我只希望有更多同仁可以看到這點。

Brian: We’re off to the weights; have a good workout, Nathan.

我們要開始重力訓練的部分；好好的運動一下吧，納森。

Wine Request 品酒的請求 Track 51

Introduction

A guest needs supplies for a bottle of

wine he has brought with him.　

一位顧客需要一些用具，來品味他所買的一瓶酒。

Characters

Judy - Front Desk Clerk

櫃檯服務生

Paul - Guest 客人

Roberta - Assistant Head Housekeeper

清潔部副理

Alexandra - Housekeeper

清潔人員

Georgia - Housekeeper

清潔人員

Conversation

Judy: Hello, front desk, what can I do for you?

哈囉，這裡是櫃檯，可以為你效勞嗎？

Paul: This is Paul Murphy in room 224.

I brought a bottle of wine ...

For you, the reader, I hope that this book will help further your career in

the hospitality business. Speak and read in English every chance you get;

that's the best way to learn.

Thanks go to Oliver, of Villa 32 in Beitou, and Patti, of various hotels in

Asia, for your generous help in making this book appeal to the Taiwanese

audience. I would also like to thank the people I worked with at Lake

Yellowstone Hotel in the US for teaching me about how to run a hotel.

Now, dear reader, go out there and speak some English.

這本書是給你的，讀者們，我希望本書可以幫助你在旅館業的生涯發展。

請儘可能在你可以得到的機會中，說和閱讀英語；這是最好的學習方法。

謝謝人在北投三十二號渡假別墅的奧立佛，與在亞洲許多的旅館工作的派

蒂，因著你們慷慨的幫忙使這本書得以呈現給台灣的讀者。我也想要謝謝在黃

石公園飯店和我一起工作的人們，教我如何經營一間旅館的方式。

現在，親愛的讀者，開始到講英語的地方，然後開口說些英語。

Claire Chang & Mark Venekamp ◎著

For you, the reader, I hope that this book will help further your career in

the hospitality business. Speak and read in English every chance you get;

that's the best way to learn.

Thanks go to Oliver, of Villa 32 in Beitou, and Patti, of various hotels in

Asia, for your generous help in making this book appeal to the Taiwanese

audience. I would also like to thank the people I worked with at Lake

Yellowstone Hotel in the US for teaching me about how to run a hotel.

Now, dear reader, go out there ...

Part I Front Desk 櫃檯
Unit 01 New Staff Training 訓練新進員工
Unit 02 Checking In 入住
Unit 03 Walk-ins 當天入住
Unit 04 Checking Out 退房
Unit 05 Visitors With Luggage 帶行李的客人
Part II Reservations 預約
Unit 06 New Staff Training 訓練新員工
Unit 07 Making Reservations 預約
Unit 08 Booking Confirmation 確認預約
Unit 09 Cancellation 取消
Unit 10 Reservations Status 預約狀況
Part III Housekeeping Department 房務部
Unit 11 Training New Staff 訓練新員工
Unit 12 Daily Routine In Housekeeping
房務部日常工作
Unit 13 Special Needs, Requirements And Requests
特別的需求，要求和請求的事物
Unit 14 Guest Services 客服
Unit 15 Supplies Control 控制供應量
Part IV Amenities 設備
Unit 16 Guest Facilities 顧客的設施
Unit 17 Pool 泳池
Unit 18 Gym Use 健身房使用
Unit 19 Hot Springs, Spa, Sauna
熱溫泉，溫泉，蒸汽浴
Unit 20 Meal Deals 餐點選擇
Part V Banquets 宴會
Unit 21 New Staff Training 新進員工訓練
Unit 22 Banquet Packages 宴會套裝服務
Unit 23 Meal Arrangements 餐點安排
Unit 24 Venue Layout 場地規劃
Unit 25 Breakfast Buffet 自助式早餐
Part VI Crisis Management 經營管理危機
Unit 26 Customer Reactions 顧客的反應
Unit 27 Injuries 意外傷害
Unit 28 Media Relations 和媒體的關係
Unit 29 Unexpected Disasters 無法預測的災難
Unit 30 Problems 疑難問題

Part I Front Desk 櫃檯
Unit 01 New Staff Training 訓練新進員工
Unit 02 Checking In 入住
Unit 03 Walk-ins 當天入住
Unit 04 Checking Out 退房
Unit 05 Visitors With Luggage 帶行李的客人
Part II Reservations 預約
Unit 06 New Staff Training 訓練新員工
Unit 07 Making Reservations 預約
Unit 08 Booking Confirmation 確認預約
Unit 09 Cancellation 取消
Unit 10 Reservations Status 預約狀況
Part III Housekeeping Department 房務部
Unit 11 Training New Staff 訓練新員工
Unit 12 Daily Routine In Housekeeping
房務...