飯店服務英語 The Housekeeping Department

Unit3TheHousekeepingDepartmentLesson2RoomCleaningLesson1IntroductiontotheRoomFacilitiesLesson4MaintenanceServiceLesson3LaundryServiceandTurn-downServiceLesson1IntroductiontotheRoomFacilitiesGoalShowguestsaroundtheroomandintroducetheroomfacilities.LookandLearnDialogueReadingLearnMoreWordsandPhrasesLookandLearnDialogueReadingLearnMore1NewWordsandPhrasesLookandLearnWritethecorrecttermsbelowpictures.

doorknob

switch

slot

lamp

curtain

socketlampswitchcurtaindoorknobslotsocket1Mr.Pearson（P）從八樓電梯口出來，酒店樓層服務員Adam（A）立刻上前接待。A:Goodafternoon,sir.Welcometotheeighthfloor.MayIhaveyourroomnumber,please?P:Sure.Ourroomnumberis826.A:Thisway,please.P:Isourroomattheendofthecorridor?A:Oh,yes.CanIhaveyourkeycard,please?P:Yes,hereyouare.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases1Mr.Pearson（P）從八樓電梯口出來，酒店樓層服務員Adam（A）立刻上前接待。A:(Openthedoorfortheguest)Pleasecomein.P:Thanksalot.A:Pleaseinsertthecardintotheslotforelectricity.P:OK.A:MayIintroducetheroomfacilitiestoyou?Hereisthelightswitchandthisisthetemperatureadjuster.Thehangersareinthecloset.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases1Mr.Pearson（P）從八樓電梯口出來，酒店樓層服務員Adam（A）立刻上前接待。P:CanIgetonlineinthisroom?A:Sure.Besides,thetelevisionprovidessatellitechannels,soyoucanwatchnewsfromCNNandBBC.P:Great.Bytheway,whereisthelaundrybag?A:It’sinthecloset.IsthereanythingelseIcandoforyou?P:No.Thankyouverymuch.A:Mypleasure.Enjoyyourstayatourhotel.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases1A.Writethecorrecttermsbelowpictures.LookandLearnDialogueReadingLearnMoreNewWordsandPhraseshanger

closet

laundrybagclosethangerlaundrybag31.Whoopensthedoor?

2.Wherearethehangers?

3.CanMrs.Pearsongetonlineintheroom?

1B.Listentothedialogueagainandanswerthequestions.LookandLearnDialogueReadingLearnMoreNewWordsandPhrasesAdamopensthedoor.Theyareinthecloset.Yes,shecan.LookandLearnDialogueReadingLearnMore1NewWordsandPhrases客房部很重要Housekeepingdepartmentisthebackboneofahotel,foritprovidesthecoreproductofahotel—acleanandcozyroom.Themaindutyofthehousekeepingstaffistomakeguestsstaycomfortableandpleased.Tobespecific,thehousekeepingstaffistoseetothecleanlinessandgoodorderofallroomsandpublicareasinthehotel.客房部是飯店的支柱，因為它提供了飯店的核心產(chǎn)品——干凈而舒適的客房。使客人在飯店逗留期間感到舒適和滿意是客房部員工的主要職責。具體來說，客房部的員工負責飯店的每一間客房和公共區(qū)域的保潔和有序。LookandLearnDialogueReadingLearnMore1NewWordsandPhrasesA.ReadthetextagainandcircleYesorNo.1.Thehousekeepingisanimportantdepartmentinthehotel.2.Themaindutyofthehousekeepingstaffistomakeguestsstaycomfortableandpleased.

3.Thehousekeepingstaffmustful?llanyrequestsfromtheguests.B.RememberthetermsandwritedowntheChinese.YesYesNoEnglishChineseEnglishChinesecleanlinessreasonablerequeststhehousekeepingstaffpropersuggestionthecoreproductselltheservice清潔客房部工作人員核心產(chǎn)品合理的請求恰當?shù)慕ㄗh銷售服務LookandLearnDialogueReadingLearnMore1NewWordsandPhrasesLearnMoreUnderstandtheguests'requests.1.CanIhavesomemorepillows?2.Iforgettobringarazorwithme.Canyoubringmeadisposablerazor?3.Pleasebringmeapotofcoffee.我能再要幾個枕頭嗎？我忘了帶剃須刀，您能給我?guī)б话岩淮涡缘奶觏毜秵?？請送一壺咖啡。LookandLearnDialogueReadingLearnMore1NewWordsandPhrasesLearnMoreUnderstandtheguests'requests.4.MayIborrowanironingboard?5.CouldIpossiblyhaveanotherroomkey?6.Ifoundthesocketfortheelectricshaver.AndIwouldliketoknowwhetheritis220volts.我能借用一下燙衣板嗎？我能再要一把房間鑰匙嗎？我找到了電動剃須刀的接線插座，但是我想知道它是不是220伏的。LookandLearnDialogueReadingLearnMore1NewWordsandPhrasesdoorknob[d?:n?b]n.門把手slot[sl?t]n.槽口curtain['k?:tn]n.窗簾socket['s?kit]n.插座corridor['k?rid?:]n.走廊，回廊insert[in's?:t]v.插入，嵌入electricity[ilek'trisiti]n.電adjuster[?'d??st?]n.調(diào)節(jié)器，檢驗員hanger['h???]n.衣架closet['kl?zit]n.櫥，壁櫥satellite['s?t?lait]n.衛(wèi)星channel['t??nl]n.頻道backbone['b?kb?un]n.支柱，脊椎core[k?:]adj.核心的staff[stɑ:f]n.員工speci?c[spi'sifik]n.具體方面，細節(jié)cleanliness['klenlinis]n.清潔度satellitechannel衛(wèi)星頻道CNN美國有線新聞網(wǎng)絡BBC英國廣播公司Lesson2RoomCleaningGoalKnowhowtocommunicatewithguestswhencleaningtheroom.LookandLearnDialogueReadingLearnMoreWordsandPhrasesLookandLearnDialogueReadingLearnMore2NewWordsandPhrasesLookandLearnWritethecorrecttermsbelowpictures.hairdryer

towel

bathtub

bathrobetowel bathtubhairdryerbathrobe2Dialogue1—Cleantheroom.客房部工作人員Mary（M）敲門進入客人房間打掃房間，Mr.Pearson（P）開門后與她交談。M:Housekeeping.MayIcomein?P:Comein,please.M:Goodmorning,sir.Sorrytodisturbyou.P:Goodmorning.M:MayIcleanyourroomnow?P:Yes,please.Canyoubringmetwomorepillowslater,please?LookandLearnDialogueReadingLearnMoreNewWordsandPhrases2Dialogue1—Cleantheroom.客房部工作人員Mary（M）敲門進入客人房間打掃房間，Mr.Pearson（P）開門后與她交談。M:Therearetwopillowsinthecloset.Letmegetthemforyou?P:Thanksalot.Bytheway,canIborrowanironfromthehousekeeping?M:Certainly.Wouldyoulikemetofetchitforyou?P:Thereisnohurry.Pleasebringmeoneafteryourcleaning.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases2Dialogue1—Cleantheroom.客房部工作人員Mary（M）敲門進入客人房間打掃房間，Mr.Pearson（P）開門后與她交談。M:IsthereanythingelseIcandoforyou?P:Canyoutellusthetelephonenumberofthehousekeeping?M:It’s9.Ifyouneedanyhelp,justdial9,please.P:Thankyouverymuch.M:You’rewelcome.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases2Dialogue2—Asksomeoneelsetocleantheroom.客房部工作人員Mary（M）敲門進入客人房間打掃房間，Mr.White（W）正好有事，Mary問好時間后，安排同事幫忙打掃。M:Goodafternoon,Mr.White.CanIcleanyourroomnow?W:Couldyoupleasecomebackagainlater?I’mtiedupatthemoment.I’vesomevisitors.M:Allright,noproblem.Whendoyouneedmetocomeback?LookandLearnDialogueReadingLearnMoreNewWordsandPhrases2Dialogue2—Asksomeoneelsetocleantheroom.客房部工作人員Mary（M）敲門進入客人房間打掃房間，Mr.White（W）正好有事，Mary問好時間后，安排同事幫忙打掃。W:Howabout6:00p.m..Isthatallright?M:Sorry,I’llbeoffthen.I’ll?nishworkingat5:30p.m..Butdon’tworry.Oneofmycolleagueswillcome.W:OK.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases2LookandLearnDialogueReadingLearnMoreNewWordsandPhrasesPracticethedialogueinpairsandcircleYesorNo.1.Mr.Pearsonwouldliketoborrowaniron.Marywouldfetch

itafterhercleaning.2.MarycancleanMr.White’sroomnow.3.Iftheguestsneedanyhelp,heorshecandial0whichisthetelephonenumberofthehousekeeping.4.Mr.Whitewillhavesomevisitorstonight.YesNoNoNoLookandLearnDialogueReadingLearnMore2NewWordsandPhrases以客戶為中心的酒店服務理念Differenttypesofguestshavedifferentneeds.Sometimesthesedifferencesareminor,sometimesgreat.Someguestsareexperiencedguestswhohavestayedatthehotelmanytimes.Otherguestsmaybenewtothecity.Somerequireonlythebasicnecessitieswhileothersneedthefullresourcesofthehotel.Whateverthecase,successfulhotelshaveonethingincommon:theyareallcustomer-oriented.

不同類型的客人有不同的需求。有時候需求間的差異不大，而有時候差異很大。有些客人是多次入住該飯店，可謂經(jīng)驗豐富；而有些客人可能對該城市都很陌生。有些客人只需要得到最基礎的服務，而有些客人則需要享用飯店的多種資源。不管是哪種情況，成功飯店的共同之處都是以顧客為中心。LookandLearnDialogueReadingLearnMore2NewWordsandPhrasesEnglishChineseEnglishChineseworkexperience

experiencedguests

ifnecessary

basicnecessity

majorproblem

minorchangesComparethetermsandwritedowntheChinese.工作經(jīng)驗如果有必要主要問題有經(jīng)驗的客人基礎必需品小改變LookandLearnDialogueReadingLearnMore2NewWordsandPhrasesLearnMoreUsefulexpressions.LookandLearnDialogueReadingLearnMore2NewWordsandPhrasesbathtub['bɑ:θt?b]n.浴缸bathrobe['bɑ:θr?ub]n.浴袍disturb[dis't?:b]v.打擾pillow['pil?u]n.枕頭iron['ai?n]n.熨斗

v.熨燙colleague['k?li:g]n.同事minor['main?]adj.次要的experienced[iks'pi?ri?nst]adj.有經(jīng)驗的necessity[ni'sesiti]n.必需品oriented[?:ri'entid]adj.以……為目的的tieup把……纏住，使不能分身incommon一致的customer-oriented由顧客推動的，以顧客為中心的Lesson3LaundryServiceandTurn-downServiceGoalLearnhowtodealwithlaundryserviceandturn-downservice.LookandLearnDialogueReadingLearnMoreWordsandPhrasesLookandLearnDialogueReadingLearnMore3NewWordsandPhrasesLookandLearnWritethecorrecttermsbelowpictures.

quilt

pillow

carpet

serviceguide

slippers

combslipperquiltcombserviceguidepillowcarpet3Dialogue1—Laundryservice.客人Mr.Stone（S）打電話給客房部詢問洗衣服務事宜，客房部服務員Alice（A）接聽了電話。A:Goodafternoon.MayIhelpyou?S:Goodafternoon.Couldyousendsomeoneupformylaundry,please?Room608,JohnStone.A:Certainly,Mr.Stone.S:CanIhavemysuitdry-cleaned?A:Certainly,sir.Wewillhaveyoursuitironedaswell.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases3Dialogue1—Laundryservice.客人Mr.Stone（S）打電話給客房部詢問洗衣服務事宜，客房部服務員Alice（A）接聽了電話。S:WhencanIhavemylaundryback?A:Itusuallytakesonedaytohavelaundrydone.Butwouldyoulikeexpressservice?S:Whatisthedifferenceinprice?LookandLearnDialogueReadingLearnMoreNewWordsandPhrases3Dialogue1—Laundryservice.客人Mr.Stone（S）打電話給客房部詢問洗衣服務事宜，客房部服務員Alice（A）接聽了電話。S:Whatisthedifferenceinprice?A:Wecharge50%moreforexpress,butitonlytakes5hours.

S:I'llhaveexpressthen.A:Thankyouforcallingus.Good-bye.S:Good-bye.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases3Dialogue2—Turn-downservice.客房部服務員Alice（A）來到Mr.Brown（B）房間提供開夜床服務。A:Goodevening.MayIdotheturn-downserviceforyou?B:Yesplease.Couldyoutidyupthebathroomfirst?Ihavejusthadashowersoitisquitemessy.A:Don’tworry.Iwillhelpyoucleantheroomquickly.B:WouldyouchangethepillowcaseasIspiltsomecoffeeonit.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases3Dialogue2—Turn-downservice.客房部服務員Alice（A）來到Mr.Brown（B）房間提供開夜床服務。A:OK.I’llbringacleanoneforyou.IsthereanythingelseIcandoforyou?B:Wellinfactthereis.ThismorningIaskedforanewlaundrybagbuttheystillhaven’tbroughtonetome.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases3Dialogue2—Turn-downservice.客房部服務員Alice（A）來到Mr.Brown（B）房間提供開夜床服務。A:Oh,I’msorry.Well,I’llgobackandgetonenow.Wouldyoumindwaitingforaminute?B:Noproblem.A:Hereyouare,sir.Haveagoodnight.B:Thankyou.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases3Readthedialogueagainandmatchthetermswiththecorrectde?nitionontheright.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases1.turndownservice2.laundry3.expressservice4.mess5.dry-cleaneda.clothes,sheets,etcthathavebeenlaunderedorneedtobelaunderedb.cleanedwithchemicalsolventsc.astateofconfusionanddisorderlinessd.Itisakindofchamberservicedoneintheafternoon,includingremovingthebedcover,doingsomecleaning,etc..e.Itisoneoflaundryservicethatwillbedoneinashorttime.LookandLearnDialogueReadingLearnMore3NewWordsandPhrases恰當銷售Anyreasonablerequestsfromtheguestsmustbefulfilled.Moreover,wheneverthereisanopportunityto“selltheservice”,thestaffshouldcatchthechancetomakeapropersuggestion.Theyshouldmakesurethattheyaresellingwhattheguestsreallywanttobuy.應盡量滿足客人提出的合理要求。一旦有機會推銷飯店的服務，客房部員工應抓住機會提出恰當?shù)慕ㄗh。當然，應確保推銷的服務正是客人所需要的。1.Hegavemea____________explanation.2.Servicemeanstounderstandand____________theneedsofothers.3.Alost____________neverreturns.4.His____________soundspracticable.5.Doyou____________maps?LookandLearnDialogueReadingLearnMore3NewWordsandPhrasesA.Fillintheblanksandchangetheformsifnecessary.reasonable

ful?ll

opportunity

suggestion

sellreasonablefulfillopportunitysuggestionsellB.Readthetextandanswerthequestions.1.Whatshouldthestaffdowhentheguestshavereasonablerequests?

2.Whatshouldthestaffdowhenthereisanopportunityto“selltheservice”?

Thestaffshouldfulfillthereasonablerequestsfortheguests.Thestaffshouldcatchthechance.LookandLearnDialogueReadingLearnMore3NewWordsandPhrasesA.Whenwedotheturn-downservice，weusually：LearnMore1.switchonthe?oorlamp（開地燈）2.tidyslippers（擺拖鞋）3.checkthemini-bar（檢查小酒吧）4.cleanuptheroom（清潔房間）5.emptythewastebin（倒垃圾）6.makethebed（鋪床）7.cleanthebathroom（清潔衛(wèi)生間）8.replacethelinens（換布件）9.drawthecurtains（拉窗簾）LookandLearnDialogueReadingLearnMore3NewWordsandPhrasesB.WeusuallyreplenishthefollowingforVIP：LearnMore1.freshfruits（水果）2.refreshments（小食品）3.bathrobes（浴袍）4.newspapers（報紙）LookandLearnDialogueReadingLearnMore3NewWordsandPhrasesquilt[kwilt]n.被子carpet['kɑ:pit]n.地毯slippers['slip?z]n.拖鞋comb[k?um]n.梳子dry-cleaned['drai-kli:nd]v.干洗express[iks'pres]v.快捷的messy['mesi]adj.混亂的pillowcase['pil?u,keis]n.枕頭套spill[spil]v.溢出，潑出reasonable['ri:z?n?bl]adj.合理的ful?ll[ful'fil]v.完成serviceguide服務指南tidy(up)sth.收拾好Lesson4MaintenanceServiceGoalLearnhowtoaskguestsaboutthemaintenanceproblems.LookandLearnDialogueReadingLearnMoreWordsandPhrasesLookandLearnDialogueReadingLearnMore4NewWordsandPhrasesLookandLearnWritethecorrecttermsbelowpictures.showerunit

tap

toiletsink/basin

airconditioner

refrigeratorrefrigeratorair-conditionersink/basinshowerunittaptoilet4Dialogue1—Repairtheairconditionerand?xthetap.工程維修部John（J）來到顧客Pearson（P）房間修理空調(diào)和水龍頭。J:Maintenance,mayIcomein?P:Comein,please.J:Goodafternoon,sir.WhatcanIdoforyou?P:There'ssomethingwrongwiththeair-conditioning.Icouldn'tgetanycoolair.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases4Dialogue1—Repairtheairconditionerand?xthetap.工程維修部John（J）來到顧客Pearson（P）房間修理空調(diào)和水龍頭。J:Letmetakealook?rst.(Johnchecksand?xestheairconditioner.)Howdoyoufeelnow?P:Icanfeelthecoolairnow.Onemorething:nohotwatercomesoutofthetapinthebathroom.J:Oh,mayIhavealook?P:Goahead,please.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases4Dialogue1—Repairtheairconditionerand?xthetap.工程維修部John（J）來到顧客Pearson（P）房間修理空調(diào)和水龍頭。J:(Johntrieshardto?gureouttheproblemandatlast?xesit.)Couldyoupleasetryitnow?P:Oh,itworkswellnow.Thankyouverymuch.J:It'smypleasure.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases4Dialogue2—Repairthelight.工程維修部John（J）來到顧客MissThomson（T）房間修理電燈。J:Goodafternoon.MissThomson.I'mheretorepairyourlight.T:That'sverynice.It'stheoneinthebathroom.Itdoesn'twork.

J:Letmehavealook.Oh,awireisloose.Now,it'sallright.T:Yes,itis.Thankyouverymuchindeed.J:It'smypleasure.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases4Dialogue2—Repairthelight.工程維修部John（J）來到顧客MissThomson（T）房間修理電燈。T:Bytheway,mytelephoneistoonoisy.Couldyoupleasehelpmewiththis?J:Sorry,I'manelectrician.Iknownothingaboutthetelephone.ButI'llcallmycolleaguetocomeassoonaspossible.T:OK.Thankyoujustthesame.J:Notatall.Good-bye,MissThomson.T:Good-bye.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases1.Wemust________________howtodoit.2.Thereis______________________thetelephoneinmyroom.3.We’llsendsomeoneto________________itimmediately.4.Theboxisveryheavy,couldyou________________it?5.Letme________________.Oh,thetoiletisclogged.4LookandLearnDialogueReadingLearnMoreNewWordsandPhrasesA.Fillintheblanksandchangetheformsifnecessary.repairs

omethingwrongwith

havealookhelpsb.with

?gureoutfigureoutsomethingwrongwithrepair helpmewith