技能训练


Please choose a correct answer for each question.

1. What is Roberto worried about?
A) the menus for the conference
B) the level of training for new staff members
C) his budget for the conference dinner

2. Who does Marina think needs refresher training?
A) new staff only
B) new and old staff
C) temporary staff

3. According to Steve, what will happen if they hire experienced catering staff?
A) it will push costs up
B) it will keep costs down
C) it will mean less kitchen accidents

4. What is happening later in the week?
A) a staff party
B) a staff outing
C) a staff meeting

5. On which day will they be hiring extra staff?
A) Friday
B) Saturday
C) Sunday

6. How many extra waiting staff will they hire?
A) 10
B) 15
C) 20
文本
Marina: Hi Steve, have you got a moment?

Steve: Sure, what is it?

Marina: Well, Roberto had a word with me last night. He is worried about the level of training that new staff members have. That kitchen fire was just a silly incident but if Roberto hadn’t known how to use the fire extinguisher properly and speedily, the consequences could have been much more serious.

Steve: Hmm, I agree – but isn’t Jenny going to plan some Health and Safety training for new staff?

Marina: Yes, but I think we should do some refresher training for all staff both new and old – it would be useful for everyone to remember the basics before the conference. If anything serious happened, it would be disastrous for our reputation.

Steve: You’re right. Let’s mention that to Jenny. Anything else?

Marina: Yes, I’d like to be able to reassure Roberto that the people he deals with during the conference will have experience in hospitality. The more I think about it, the more I don’t think we should employ inexperienced students – they may work out cheaper but it’s a risk, and Roberto won’t be happy if things don’t run smoothly, especially not after last night.

Steve: Hmm, If we hire experienced catering staff, it will definitely push our costs up.

Marina: And if we don’t hire them, we could lose Roberto, and have a whole lot of problems with people who don’t know what they are doing! If we are trying to make a good impression with our first big conference, we really can’t afford to do that.

Steve: Well, if that’s the case, we’ll just have to see where we can cut corners elsewhere in our budget.

Marina: Okay, I’ll look at the menu again with Roberto and see if we can find any room for savings there.

Steve: Good, and I’ll tell Jenny to organise some refresher training for all of us. And I’ll bring up both these points at the all-staff meeting we’re having later this week.

Marina: Great, I think that we can sort something out…

(At the general meeting)

Steve: Right, okay, moving on to the last point on the agenda, and really it’s over to you, eh, if you’ve got any questions about the bid to host the conference, we’re here to answer them. So, are there any questions?

Female staff member: Ehh, yeah. I work in housekeeping, will we be expected to do overtime that weekend? There are going to be a lot of guests by the sound of things.

Steve: Good question. The management team – myself, Jenny and Marina that is - think that it would be better to hire extra help just for the Saturday when we would need to get a lot of rooms tidied – we’ll probably hire four to five extra people for that day. Rosie the housekeeper already has a list of people who may be able to help out…

Rosie: That’s right.

Steve: Then once guests are checked out, we can deal with getting the linen washed and so on in our own time. We are trying to keep our costs down in the proposal because if we win this bid, it will mean a lot more business for us in the future, and that is good for all of us. Okay?

Hotel staff: Yes...that’s fine...thanks.

Roberto: I can understand the need to keep costs down, Steve, in fact I think Marina and I have created two great menus with this in mind, but I am worried about having inexperienced people working directly with our guests, I am talking about catering staff here. If we want to offer great service, we need experienced, trained, competent waiting staff, not people who are going to cause trouble in my kitchen all the time.

Jenny: Yes Roberto, I can answer you there. We have decided that it is best if we hire people who have catering experience, so we have chosen to employ an extra 10 waiting staff over the conference weekend from a specialist catering agency, all of them with a lot of experience, so you can put your mind at rest there.

Roberto: Oh, that’s a great relief, Jenny! Thank you.

Steve: So, er… any other questions? Yes, Dave, I know you wanted...

(later on)

Naomi: Did you hear that, Luke? Roberto just won’t let me forget about that stupid fire.

Luke: Don’t take it personally, Naomi. I’m sure he wasn’t referring to you. Look, I know Roberto, if he had something to say to you, he’d say it directly to your face.

Naomi: Well, maybe. Sometimes I just think I’m not cut out for being a waitress.

Luke: Nonsense! Customers wouldn’t leave you such big tips unless you were a great waitress, right?

Naomi: I guess you’re right, Luke. I just hope I can convince Roberto of that and hang onto my job at the same time!
日积月累
(have you) got a moment - you say this to ask someone if they have got time to speak to you. 有时间吗？有空吗？
incident (n.) - an event which is either unusual or unpleasant. 事件，事故
consequence (n.) - it is often a bad result of a particular situation. 后果
refresher (n.) - it is a course or an exercise to practise and improve skills that people have not used for a long time. 进修
basics (plural n.) - the most important facts, ideas or things about something. 基础知识
reassure (v.) - to comfort someone so that they can stop worrying about something. 使安心
hospitality (n.) - this refers to the relationship between a guest and a host in the hospitality industry, like hotels, restaurants, catering business, etc. Experienced staff will know how to act and serve their guests in a welcoming and friendly way. 友好款待，热情招待
catering (n.) - the service in providing food. 提供餐饮服务的
push (sth) up (phrasal v.) - to increase the amount, number or value of something. 是提高，抬高
a whole lot of - (informal) 'whole' is used here to emphasize the extent of something. 很多，许许多多
cut corners - to do things in the cheapest way. 能省则省
room (n.) - the chance or opportunity for doing something. 机会，可能性
savings (plural n.) - money that can be kept by economising or reducing the amount of spending.
(on the) agenda (n.) - a list of things to be discussed in a meeting. 会议议程
bid (n.) - an offer to do something when you are competing with other people to do it. 投标
housekeeping (n.) - in the hotel business, staff who work in housekeeping clean and tidy up rooms for the guests. 客房服务
competent (adj.) - capable of doing something well. 有能力的，能干的；胜任的，合格的
put (sb's) mind at rest (exp.) - to make someone to stop worrying. You can also say 'put/ set (sb's) mind at ease'. 让某人定心
relief (n.) - the feeling of happiness when something bad has not happened. 解脱
not be cut out for (sth) - not the right type of person to do something. 不适合做某事
答案
1. B

2. B

3. A

4. C

5. B

6. A