laundryserviceandturndownservice學(xué)習(xí)教案

1、會(huì)計(jì)學(xué)1laundryserviceandturndownservice第一頁(yè)，共12頁(yè)。Sub-task 3: Suggesting the Express Services子任子任務(wù)務(wù)(rn wu)三三 建議快洗服務(wù)建議快洗服務(wù)Sample情景情景(qngjng)實(shí)例實(shí)例Scene: Mr. Black got a stain in his jacket. His wife asks for Express Services for attending a party. (S=Staff, G=Guest)S:Good morning, Mrs. Black. Have you got a

2、ny laundry today?G:Yes. You are just in time. You know, Im worried about my husbands white jacket.S:Whats the matter, Mrs. Black?G:Some beer was spilled on it at dinner yesterday evening. When we returned to the room, I tried to clean the jacket with water, but even worse, it got larger and it is so

3、 obvious now. I really dont know how to remove it.大連理工大學(xué)出版社第1頁(yè)/共12頁(yè)第二頁(yè)，共12頁(yè)。 S: Dont worry, Mrs. Black. Well do our best to remove it. But we cannot guarantee the result. G: Thats OK. How long do you think it will take? Id like it as soon as possible. S: Usually it will take one day to have laundry

4、done. All deliveries will be made before 6:00 p. m. And we also have express service.G: Id like the express service because we are going to a party tonight. How soon will it be done?S: It only takes three hours.G: How about the price?S: We charge 50% more for express.G: Well, that sounds reasonable.

5、S: Please refer to your laundry list for more information. Anything else, madam?G: Nothing. Thank you. Youve helped me a lot.S: My pleasure.大連理工大學(xué)出版社第2頁(yè)/共12頁(yè)第三頁(yè)，共12頁(yè)。Words and Expressions詞匯詞匯(chu)與與表達(dá)表達(dá)stain n. 污漬remove v. 除掉guarantee v. 保證(bozhng)delivery n. 運(yùn)送的東西大連理工大學(xué)出版社第3頁(yè)/共12頁(yè)第四頁(yè)，共12頁(yè)。Situation

6、al Training情景情景(qngjng)實(shí)訓(xùn)實(shí)訓(xùn) Role play Mr. Smith in Room 1102 asks the room attendant to send someone up for his laundry. He also asks whether he can get his clothes back in 4 hours. The room attendant answers yes because the hotel has 4-hour express services. But the hotel will charge 50% more for t

7、he express services. Mr. Smith agrees and a room attendant will come to his room to pick up the laundry in 5 minutes.大連理工大學(xué)出版社第4頁(yè)/共12頁(yè)第五頁(yè)，共12頁(yè)。 Express service: collect the clothes by 2:00 p.m. and deliver them within four hours at a 50% extra charge.快洗服務(wù)：下午快洗服務(wù)：下午2點(diǎn)前收洗的衣服，在點(diǎn)前收洗的衣服，在4小時(shí)小時(shí)(xiosh)內(nèi)送回客

8、房?jī)?nèi)送回客房，增收，增收50%的費(fèi)用。的費(fèi)用。大連理工大學(xué)出版社第5頁(yè)/共12頁(yè)第六頁(yè)，共12頁(yè)。Task Skills任務(wù)任務(wù)(rn wu)技巧技巧 Normal service: collect the clothes by 11:00 a. m. and deliver them to the guests room by 9:00 p.m. in the same day; collect the clothes before 3:00 p.m. and deliver them to the guests room by noon the next day.普通洗衣服務(wù)：上午普通洗衣

9、服務(wù)：上午1111點(diǎn)前收洗的衣服，晚上點(diǎn)前收洗的衣服，晚上9 9點(diǎn)前送回客房。下午點(diǎn)前送回客房。下午(xiw(xiw)3 )3點(diǎn)前收洗的衣服，第二天中午前送回客房。點(diǎn)前收洗的衣服，第二天中午前送回客房。What you should be able to know你應(yīng)該你應(yīng)該(ynggi)知道的知識(shí)知道的知識(shí)大連理工大學(xué)出版社第6頁(yè)/共12頁(yè)第七頁(yè)，共12頁(yè)。 When collecting the laundry list, pay attention to the room number, the name of the guest, and the special demands of

10、the guest as well.收取洗衣單時(shí)，要注意收取洗衣單時(shí)，要注意(zh y)(zh y)客人的房間號(hào)、客人姓名和客人的特殊要求?？腿说姆块g號(hào)、客人姓名和客人的特殊要求。大連理工大學(xué)出版社第7頁(yè)/共12頁(yè)第八頁(yè)，共12頁(yè)。 When there is no such service or necessary equipment, say“l(fā)m sorry.” And then give the reason politely. For example, “Im sorry. We can only do simple mending. ”當(dāng)沒有某種服務(wù)或設(shè)備，先對(duì)客人說：當(dāng)沒有某種服

11、務(wù)或設(shè)備，先對(duì)客人說：“抱歉抱歉”，然后禮貌，然后禮貌(l (lmo)mo)地解釋原因。例如：地解釋原因。例如：“很抱歉，我們只能做簡(jiǎn)單的縫補(bǔ)很抱歉，我們只能做簡(jiǎn)單的縫補(bǔ)?！贝筮B理工大學(xué)出版社第8頁(yè)/共12頁(yè)第九頁(yè)，共12頁(yè)。 When the floor attendant finds the guests laundry bag hanging on the doorknob, he/she should inform the laundry to collect it.當(dāng)樓層服務(wù)生發(fā)現(xiàn)掛在門把上的洗衣袋時(shí)，應(yīng)及時(shí)通知當(dāng)樓層服務(wù)生發(fā)現(xiàn)掛在門把上的洗衣袋時(shí)，應(yīng)及時(shí)通知(tngzh)(tngz

12、h)洗衣部洗衣部來取走臟衣服。來取走臟衣服。大連理工大學(xué)出版社第9頁(yè)/共12頁(yè)第十頁(yè)，共12頁(yè)。 If the guest telephones to ask for the express service or other special cleaning services, the floor attendant should collect the laundry at once and ask the guest to note all his or her request on the laundry list. The attendant should tell the laund

13、ry worker of the guests requests when they come to collect the laundry bag.當(dāng)客人打電話需要快速洗衣服務(wù)或是其他特殊清洗服務(wù)時(shí)，樓層服務(wù)生應(yīng)該當(dāng)客人打電話需要快速洗衣服務(wù)或是其他特殊清洗服務(wù)時(shí)，樓層服務(wù)生應(yīng)該盡快盡快(j (jnkui)nkui)去取需要清洗的衣服，并詢問客人有無特殊洗衣要求。當(dāng)洗衣工去取需要清洗的衣服，并詢問客人有無特殊洗衣要求。當(dāng)洗衣工來收衣服時(shí)，告知洗衣工。來收衣服時(shí)，告知洗衣工。大連理工大學(xué)出版社第10頁(yè)/共12頁(yè)第十一頁(yè)，共12頁(yè)。 If the guest wants to have clothes pressed in the guestroom, the floor attendant shoul