酒店英語 課件 英文 Project2.2 Laundry Service

Project2LaundryService01WordsandExpressions02UsefulExpressions03StandardOperationProcedures04Dialogues05Practicecontents行業(yè)PPT模板/hangye/06SupplementaryReadingKeyWordswash v． （水）洗dry-clean v． 干洗iron v． 熨燙regularlaundry 常規(guī)洗衣expressservice 快洗服務(wù)dress n． 女裝；服裝underwear n． 內(nèi)衣skirt n． 短裙shirt n． 襯衫blouse n． 女士襯衫coat n． 上衣；外套suit n． 套裝tie n． 領(lǐng)帶long/shortsleeve 長袖／短袖pant n． [美]褲子trousers n． [英]褲子shorts n． 短褲sweatshirt n． 運(yùn)動(dòng)衫sweater n． 毛衣hoodie n． 連帽衫pullover n． 套頭衫apairofsocks 一雙襪子mark/stain n． 污點(diǎn)onhanger （掛）在衣架上fold v． 折疊bleach v. 漂白tear n． 破洞KeyWordsshrink v. （衣服）縮水starch v. （衣物）上漿fade adj. 褪色的colored/stainedadj. 染色的colorfast adj. 不掉色的unstitch v. 脫線mend v. 修補(bǔ)button n． 紐扣seam n． 縫；接縫；縫合處thread n. 線garment n. 衣服；外衣item n． 項(xiàng)目；一件sew v. 縫zipper n． 拉鏈collar n． 衣領(lǐng)UsefulExpressions1.

Isthereanylaundry(youwanttowash)?2.

Ifyouhavelaundry,pleasesignthelaundrylisttogetherwithclothesinthelaundrybag.3.

Wecollectthelaundryat9:00everymorningandreturnittoyouby4:00p.m.thesameday.4.

Ifyourlaundryisreceivedbefore9:30a.m.,itwillbedeliveredtoyourroomby10:00p.m.thesameday.5.

Ifwereceiveitbefore4:00p.m.,we'llreturnittoyouby12:00noonthenextday.6.

Leaveyourlaundryinthelaundrybagplease.7.

I'vecometocollectyourlaundry.8.

Whenwouldyoulikeyourlaundryback?9.

Wouldyoupleasefillinthelaundrylist?10.

Pleasetellusornotifyinthelaundrylistwhetheryouneedyourclothesironed,washed,dry-cleanedormendedandwhattimeyouwanttogetthemback.UsefulExpressions11.

Youmayhavethemdry-cleaned.12.

Yourlaundryisback,madam.13.

Pleasesignonthelaundrylist,sir.14.

Ifyouareinahurry,wehaveafour-hourexpressservice.15.

Thereisa50%extracharge,butitonlytakesyoufourhours.16.

Thereisanextrachargeof50%forexpressservice.17.

Pleaserefertoyourlaundrylistforfurtherinformation.18.

Byhandincoldwater.Ihavetakennoteofit.19.

Whatkindofstainisit,sir?20.

We'lltryourbesttoremovethestainbutwecannotguaranteetheoutcome,sir.UsefulExpressions21.

I'msorrytohearthat.Butwhatistheproblem,madam?22.

Wedoapologizefortheinconvenience,madam.Insuchacase,thehotelshouldcertainlypay/compensateforit.23.Accordingtoourhotelpolicy,wepayanindemnitywhichisnomorethan10timesthelaundrycharge.24.Wefoundanamecardinthejacketyousenttoourlaundryroom.25.I'msorrybutwedon'thavethespecialequipmenttocleanleather.26.I'llgetthemanagertotalktoyou.StandardOperationProceduresofLaundryServiceStandard：Guestlaundrymustbecollectedwithin10minutesofguest'srequest.Procedure：1.WhenRunnerreceivesacallofcollectingguestlaundryfromHousekeepingcoordinator,notesthetimeofphonecall,guest'sroomnumberandservicestyleonthesheetimmediately.2.Runneristogopromptlytotheguestroomandpressthedoorbellwithsayinginafirmvoice,“LaundryService”twotimes.Wait7secondsandlistenforanyroomnoise.3.Whentheguestanswers,sheistogreettheguestandsay:“Goodmorning/afternoon/evening,Mr./Mrs....Ihavecometocollectyourlaundry.”StandardOperationProceduresofLaundryService4.Withguestallowance,collectlaundry,checkingthatlaundrylistwiththeroomnumberonit,isinsidethebag.Thensay“Thankyou,Mr./Mrs....Enjoyyourstayhere.”andleavetheguestroom.5.Ifnooneanswers,pressthedoorbellandannounce“LaundryService”again,waitfor5seconds,thenopenthedoorslowlyandentertheroom.6.Afterensuringthereisnooneintheroomandthelaundryisthereinthebag,collectandcheckroomnumberifit'scorrectonthelistbeforetakingitdowntothelaundry.7.Ifthereisa“DoNotDisturb”signbeingdisplayed,DONOTknockorpressdoorbell.Makenoteoftheroomnumberonyourworksheet.ThenreporttheDNDtotheHousekeepingcoordinator.ThecoordinatorwillcontactguestbytelephonetoinquirewhenitwillbeconvenientforLaundrycollection.StandardOperationProceduresofLaundryServiceDeliverylaundryStandard：Allcleanedguestgarmentsaftercarefullycheckingmustbereturnedtoguestroomontime:within4hoursforExpressServiceandassoonaspossibleafter6:00PMthesamedayforRegularService.Procedure：1.Preparethevaletdeliverytrolleyandensureitiscleanandthewheelsareingoodworkingorder.2.Collectthebasketsandthehangingitemsandplacetheminroomnumberorderonthetrolley,toensurefastdelivery.3.Usingservicelift,deliverlaundrytocorrectguestroomaftercheckingroomnumberagainsttheLaundryDocket.StandardOperationProceduresofLaundryService4.Theprocedureofenteringguestroomisthesameasforlaundrycollectionwithsaying“Goodmorning/afternoon/evening.Mr./Mrs.…Yourlaundryisready”iftheguestisintheroom.5.Placethebasketontheluggagerackinguestroomoronthearmchairiftheluggagerackisoccupied.6.Laundryonhangersareattachedwithdeliverycardandhaverubberbandaroundthem,tobehangontherightsideofthewardrobenearesttothedoor,leavingthewardrobedoorhalfopen(Choosethewardrobeinthelivingroominsuites).7.If‘DoNotDisturb’signisonthedoor-placeLaundryDNDcardundertheentrancedoorandlaterreturngarmentstolaundry.Guestcouldcallforlaundrydelivery.8.VIPguestswillbeprovidedLogosuitbagsandfoldedgarmentwillbeplacedinvelvetbasket.Scene1:PickuptheLaundryH:(Onthephone)Goodmorning,housekeeping.HowmayIhelpyou?G:Ihavesomeclothesthatneedtobewashed.Couldyousendsomebodyto?H:Certainly,maam.MayIhaveyournameandroomnumber,please?G:I'mEllenHarrisfrom.MyhusbandandIareleavingin20minutes.Couldyousendsomeoneupimmediately?H:Thankyou,Mrs.Harris.We'llsendsomeonetopickupyourlaundry..Wouldyoupleasefilloutthelaundrylistwhichisinthemiddledrawerofthewardrobe,andputyourlaundryinthelaundrybag?G:OK.(Knocksatthedoor)H:Housekeeping.MayIcomein?G:Yes.Comein,please.H:Goodmorning,Mrs.Harris.I'mheretopickupyourlaundry.H:HousekeepingG:Guest下一頁pickupmylaundryroom326withinfiveminutesScene1:PickuptheLaundryG:It'sallinthelaundrybag.Ihaveinthere.Willthecolorfadeinthewash?H:We'lldry-cleanthesilkdress.Thenitshouldbenoproblem.Pleaseputacheckmarkhereonthedry-cleaningsideoftheform.G:OK.Andthere'sastainontherightsleeveofmyhusband'sshirt.Seeifyoucanremoveit.H:Wehaveveryexperiencedvalets,andwe'lldoourbest,ma'am.G:Good.WhencanIhavemylaundryback?H:Clothesreceivedbefore10a.m.will.,andanythingreceivedafter10a.m.willbereturnedbynoonthenextday.Nowit's11:30,sowewilldeliverthembacktoyoubynoontomorrow.G:Oh,butIwantedtowearthatsilkdressthiseveningforabanquet.H:HousekeepingG:Guest上一頁asilkdressbereturnedby6p.mScene1:PickuptheLaundryH:Well,wedoofferexpressservice.Wecandeliveritbacktoyouwithanextrachargeof50%.G:Well,ifthat'sthecase,I’llhave.H:Wouldyoupleasesignyournamehereifeverythingiscorrect?G:Yes,hereyouare.H:IsthereanythingelseIcandoforyou?Mrs.Harris.G:No,thankyou.H:Wearealwaysatyourservice.Haveagoodday.H:HousekeepingG:Guest上一頁withinfourhourstheexpressthenScene2:LaundryServiceV:GoodafternoonSir,Iamhereforyourlaundry.G:Yes,comeinplease.V:Howmanyitemsdoyouhaveforlaundry?G:Well,Ihavethissuitthatneeds,andthesepiecesofclothingfor.V:Yesma'am.(Takethelaundryoutofthelaundrybagandhaveacheckfirst)V:Twoblouses?G:Yes,thesetwosilkblousesneedtobe.V:Yes,howaboutthissweater？G:Thissweaterismadeofpurecashmereand.V:Yes,ourlaundryiswell-trainedandexperienced.Theywilltakecareofit.V:Thereisamarkonthesuit,isitastain?G:Oh,Ihopenot.Yes,Ispiltsomewineonit.Canyouremoveit?V:valetG:guest下一頁dry-cleaningregularwashinghand-washedandpressedneedstobedry-cleanedScene2:LaundryServiceV:Ihavenoteditdown,andwewilltrybutwecannotguaranteetheresult.G:That'sOK.Doyouhaveamendingserviceforclothes?Here'smyjacket.Ithasaholeinit.V:MayIseeit,sir?Yes,wewillhaveitdarned.ButI'mafraidtheremightbefordarning.G:Howmuchwillthatbe?V:I'msorry,sir.Ihavetoaskourlaundrymanagerfirstsinceitdependsonthematerialandthesizeofthehole.G:OK.Howlongdoyouthinkitwilltake?V:I'mnotquitesure,sir,butIwillandletyouknow.G:Fine.I'dlikeitassoonaspossible.Thankyou.V:Mypleasure.Wouldyouliketheclothesfoldedoronhangerswhentheyarereturned?G:Onhangersandputinthecloset.Thankyou.V:valetG:guestsomeextrachargecheckwiththeLaundry上一頁Scene3:ReturningthelaundryH:Goodafternoon,Mr.Potts.I'mhereto.G:Thankyou.H:I'llhangtheshirtsuponhangersinyourcloset.G:Gorightahead.H:Hereisyourunderwear.Wehavefoldedit.G:Great.Just.H:Aswespoketoyouearlierthroughthephone,wefoundasmalltearinyourtrousers.G:Let'shavealook.H:It'shere,oftheleg.G:Oh,right.There,youmean?H:That'sright.Wehavemendedit.H:HousekeepingG:Guestreturnyourclothesputthatonthebedatthebottom下一頁Scene3:ReturningthelaundryG:Youhavedoneagoodjob.Idon'tseethetearatall.H:Itwasalongtheseamsoitwas.G:Thankyousomuch.Yourguysaregreat!H:Youareverywelcome.Wealsopressedyourtie.Wherewouldyoulikethetie?G:That'sgreat,thankyou.Justhangitonahangerinthecloset.H:Ourpleasure.H:HousekeepingG:Guesteasytohide上一頁Scene4:Mis-deliveredLaundryH:Goodafternoon,Housekeeping.MayIhelpyou?G:Yes.Theroomattendanttomyroom,butthey'renotmine.H:I'mterriblysorry,ma'am.We'llcheckitrightaway.H:Housekeeping.MayIcomein?G:Comein,please.H:We'reverysorry.Couldyoudescribeyourlaundry?G:It'sa,itisVersace.H:Adarkbluesilkdress,Versace.I'llcheckitoutrightaway.MayIhavethemis-deliveredlaundry,please?G:Hereyouare.(Afterawhile)H:HousekeepingG:Guestdeliveredsomelaundryfortheinconveniencedarkbluesilkdress下一頁Scene4:Mis-deliveredLaundryH:I'vebroughtyourlaundry,ma'am.Isthisyours?G:Yes,that'sright.H:Wouldyousignhere,please?G:Thereyougo.H:Wedo.Iamsureitwouldnothappenagain.G:That'sOK．H:Hous