《飯店專業(yè)英語(yǔ)》Part-3-Unit-21-Room-Service課件

Unit21RoomServiceUnit21RoomServiceI.SNAPSHOT

Roomserviceorin-roomdiningappliesonlywhenguestswanttohavetheirfoodintheguestroom.Onlyhotelsoffour-orfive-starratingofferroomservice.I.SNAPSHOTRoomserviceorinII.Wordscloche鐘形蓋

hotbox熱箱trolley手推車(chē)

doorknobmenu門(mén)把菜牌bookmenu薄式electronicmenu電子菜單

II.Wordscloche鐘形蓋III.ProceduresoftakingroomserviceorderbyphoneStep1Pickupthephonewithinthreerings三聲之內(nèi)接起電話Step2Greetguest問(wèn)候客人Step3Recordinformationoftheguest:Roomnumber,name,foodordered,deliveringtimeandanyparticularrequests記錄客人房號(hào)、姓名、所點(diǎn)食物、送達(dá)時(shí)間、及其他任何特殊要求Step4Confirmallinformation重復(fù)信息Step5Thanktheguestforcalling(lettheguesthangupfirst)致謝III.ProceduresoftakingroomIV.Proceduresofpreparationofroomservicedelivery

Step1Receivetheorder接到訂單Step2Setupthetrolleyaccordingtotheorder根據(jù)菜單按標(biāo)準(zhǔn)擺臺(tái)Step3Recordtheorderdelivering登記送餐記錄Step4Getbillfromcashierandknowthewayofpayment(askgueststosignthebillorgetcashready)從收銀處取賬單并了解付款方式（讓客人簽單或準(zhǔn)備現(xiàn)金）Step5Stampandrecheckthedishesfromthekitchen從廚房出菜，加蓋并核對(duì)Step6Usestafflifttodeliver使用員工電梯送餐IV.ProceduresofpreparationV.CONVERSATION

Dialogue1Scenario:Theoperatorisreceivingacallfromaguest.①ListenandlearnAmericanbreakfastContinentalbreakfastSurcharge②Listenandanswera.What’stheguest'sroomnumber?b.Whatdoestheguestorder?c.Howmuchdoestheguestspendforhisbreakfast?V.CONVERSATIONDialogue1(OT:Ordertaker;G:Guest)OT:Goodmorning.Roomservice,Lindaspeaking.HowmayIhelpyou?G:Goodmorning.I’dliketoordersomethingforbreakfast.OT:Certainly,sir.MayIhaveyournameandyourroomnumber,please?G:ThisisPeterWilsoncallingfromroom324.OT:YesMr.Wilson,wouldyouliketohaveAmericanbreakfastorcontinentalbreakfast?G:IwouldlikeAmericanbreakfast.OT:Yes,Mr.Wilson.Whichjuicedoyoulike?Wehavetomatojuice,grapefruitjuice,pineapplejuiceandorangejuice.G:Grapefruitjuice,please.OT:Wouldyoulikesomecereals?

Cornflakes,ricecrispswithmilk?G:Iwouldlikesomecornflakeswithcoldmilk.OT:Yes,cornflakeswithcoldmilk.Howaboutbread?Wouldyoulikecroissant,Danishpastryorsometoasts?G:Iwouldlikesomeryebread,toastswithbutterandmarmalade.OT:Wouldyouwanttohavesomeeggs?(OT:Ordertaker;G:Guest)G:

Yes,sunnysideupwithbaconandham,andgrilledtomatoes.Oh,andapotofblackcoffee.OT:

Sure,Mr.Wilson.

Letmerepeatallyourorderstomakesureeverythingiscorrect.

Youordered

anAmericanbreakfastwhichincluded:oneglassofgrapefruitjuice,cornflakeswithcoldmilk,ryebread,toastswithbutterandmarmalade,twoeggssunnysideupwithbaconandhamandgrilledtomatoes,andonepotofblackcoffee.Iseverythingcorrect,Mr.Wilson?G:

Yes,that’sright.OT:TheAmericanbreakfastis128yuanplus15%surcharge.ShallIputthechargeintoyourroomaccount?G:That’sfine.OT:Thankyou,Mr.Wilson.We’llsendallyourordersuptoyourroomwithin20minutes.G:OK,thanks.OT:IsthereanythingelseIcandoforyou,Mr.Wilson?G:No,nothing.OT:OK,thankyouforcallingMr.Wilson.Enjoyyourbreakfastandhaveaniceday.G:Yes,sunnysideupwithbac③ReadandmatchStep1GreetguestMayIhaveyournameandyourroomnumber,please?Step2GetinformationoftheguestThankyouforcalling.Step3ConfirmallinformationGoodmorning.Roomservice,Lindaspeaking.HowmayIhelpyou?Step4ThanktheguestforcallingYouorderedanAmericanbreakfast.③ReadandmatchDialogue2Scenario:ThewaiterisknockingatthedoorofRoom324.①Listenandlearn

serverAfteryousetupScenicview②ListenandanswerWhatdoesthebreakfastserverdofirst?Doestheguestpaythebillbycash?Whichdigitshouldtheguestdialfortraycollection?Dialogue2Scenario:Thewaite(W:Waiter;G:Guest)W:RoomService.(Mr.Wilsonopensthedoor)

Goodmorning,Mr.Wilson.MynameisTony.Iam

yourbreakfastserver.MayIcomein?G:Yes,please.W:Thanks,Mr.Wilson.Afteryou.

(Afterenteringtheroom)Excuseme,Mr.Wilson.Wherewouldyouliketohavethetrayput?G:Bythewindow,please.W:Youhavereallyscenicviewhere.MayImovethechairforyou?G:Sure.Thankyou.W:You’rewelcome.Mr.Wilson,mayIsetupthetable?(W:Waiter;G:Guest)G:Goahead.W:Excuseme,Mr.Wilson.Thehotdishisinthehotbox;mayItakeitnoworkeepitinthebox?Pleasebecareful.Theplateisveryhot.G:Thanksfortellingmeaboutit.(AfterservingallthedishesforMr.Wilson)W:Excuseme,Mr.Wilson.Isyourordercorrect?Wouldyoupleasesignthebill?Thankyou.(Sendingthepenandbillfortheguest)G:That’sright.W:Thankyou,Mr.Wilson.Pleasedial“2”andwe’llcometoyourroomtocollectthetray.IsthereanythingelseIcandoforyou?G:Nothing.W:Allright,Mr.Wilson.Enjoyyourmeal.G:Goahead.KeyWordsandExpressionscereal[‘si?ri?l]n.麥片粥flake[fleik]n.小薄片crisps[krisps]n.薯片rye[rai]n.黑麥marmalade[‘ma:m?leid]n.果醬

dial['dai?l]v.撥電話號(hào)碼KeyWordsandExpressionscereaVI.FOCUSIN

ExpressionsforDeliveringRoomService.1.RoomService.MayIcomein?送餐服務(wù)，我能進(jìn)入房間嗎？2.Goodafternoon,Mr.Brown.Hereisyourlunch.下午好，布朗先生，這是您的午餐。3.Wherewouldyouliketohaveyourlunch?您想在哪兒用午餐？4.Weareheretodeliveryourbreakfast.ShouldIputthetrayonthistable?現(xiàn)在給您送早餐。我能把托盤(pán)放到餐桌上嗎？5.Wouldyouliketosithereandfacethegarden?您愿意面朝花園就坐嗎？6.Thisisyourcheck.It’s558yuanplus15%servicecharge.這是您的賬單，共計(jì)558元附加15%的服務(wù)費(fèi)。7.MayIhaveyourcreditcard,please?請(qǐng)出示您的信用卡？8.Iwillbebackinafewminutes.Excuseme,sir.Hereisyourcreditcard.Pleasesignhereaswellasthecheck.幾分鐘后我就回來(lái)。打擾了，先生，這是您信用卡。請(qǐng)您在這里和賬單上簽名。9.Hereistheglassyouasked,andIalsohaveyourcheck,wouldyoupleasesignhere?這是您要的玻璃杯，我也給您拿來(lái)了賬單，請(qǐng)您在這里簽名，好嗎？VI.FOCUSIN

ExpressionsforAfterfinishingyourmeal,pleasecallme,andIwilltakeawaythetraysandplatesassoonaspossible.當(dāng)您用餐完畢，請(qǐng)聯(lián)系我，我將盡快收餐具。Youcanalsoplacetheminthecorridoroutsideyourroom.您可以把餐具放到您房間門(mén)外的走廊。Whenanyofmyco-workersseethis,heorshewilltakeawaythetraysandplatesrightaway.當(dāng)我的任何同時(shí)看到這些，他或她將會(huì)馬上收餐具。ThisisWilliamBrowninroom9078.Ihavefinishedmydinner.Youcantakeawaythetraysandplatesnow.我是9078房的威廉布朗。我已用餐完畢，請(qǐng)馬上來(lái)收餐具。Howwasyourdinner?您的飯菜如何？Waseverythingsatisfactorytoyou?一切還令您滿意嗎？Iwilltakeallthedinnersetawayrightnow.

我馬上將會(huì)把所有套餐餐具收走。Afterfinishingyourmeal,pleUnit21RoomServiceUnit21RoomServiceI.SNAPSHOT

Roomserviceorin-roomdiningappliesonlywhenguestswanttohavetheirfoodintheguestroom.Onlyhotelsoffour-orfive-starratingofferroomservice.I.SNAPSHOTRoomserviceorinII.Wordscloche鐘形蓋

hotbox熱箱trolley手推車(chē)

doorknobmenu門(mén)把菜牌bookmenu薄式electronicmenu電子菜單

II.Wordscloche鐘形蓋III.ProceduresoftakingroomserviceorderbyphoneStep1Pickupthephonewithinthreerings三聲之內(nèi)接起電話Step2Greetguest問(wèn)候客人Step3Recordinformationoftheguest:Roomnumber,name,foodordered,deliveringtimeandanyparticularrequests記錄客人房號(hào)、姓名、所點(diǎn)食物、送達(dá)時(shí)間、及其他任何特殊要求Step4Confirmallinformation重復(fù)信息Step5Thanktheguestforcalling(lettheguesthangupfirst)致謝III.ProceduresoftakingroomIV.Proceduresofpreparationofroomservicedelivery

Step1Receivetheorder接到訂單Step2Setupthetrolleyaccordingtotheorder根據(jù)菜單按標(biāo)準(zhǔn)擺臺(tái)Step3Recordtheorderdelivering登記送餐記錄Step4Getbillfromcashierandknowthewayofpayment(askgueststosignthebillorgetcashready)從收銀處取賬單并了解付款方式（讓客人簽單或準(zhǔn)備現(xiàn)金）Step5Stampandrecheckthedishesfromthekitchen從廚房出菜，加蓋并核對(duì)Step6Usestafflifttodeliver使用員工電梯送餐IV.ProceduresofpreparationV.CONVERSATION

Dialogue1Scenario:Theoperatorisreceivingacallfromaguest.①ListenandlearnAmericanbreakfastContinentalbreakfastSurcharge②Listenandanswera.What’stheguest'sroomnumber?b.Whatdoestheguestorder?c.Howmuchdoestheguestspendforhisbreakfast?V.CONVERSATIONDialogue1(OT:Ordertaker;G:Guest)OT:Goodmorning.Roomservice,Lindaspeaking.HowmayIhelpyou?G:Goodmorning.I’dliketoordersomethingforbreakfast.OT:Certainly,sir.MayIhaveyournameandyourroomnumber,please?G:ThisisPeterWilsoncallingfromroom324.OT:YesMr.Wilson,wouldyouliketohaveAmericanbreakfastorcontinentalbreakfast?G:IwouldlikeAmericanbreakfast.OT:Yes,Mr.Wilson.Whichjuicedoyoulike?Wehavetomatojuice,grapefruitjuice,pineapplejuiceandorangejuice.G:Grapefruitjuice,please.OT:Wouldyoulikesomecereals?

Cornflakes,ricecrispswithmilk?G:Iwouldlikesomecornflakeswithcoldmilk.OT:Yes,cornflakeswithcoldmilk.Howaboutbread?Wouldyoulikecroissant,Danishpastryorsometoasts?G:Iwouldlikesomeryebread,toastswithbutterandmarmalade.OT:Wouldyouwanttohavesomeeggs?(OT:Ordertaker;G:Guest)G:

Yes,sunnysideupwithbaconandham,andgrilledtomatoes.Oh,andapotofblackcoffee.OT:

Sure,Mr.Wilson.

Letmerepeatallyourorderstomakesureeverythingiscorrect.

Youordered

anAmericanbreakfastwhichincluded:oneglassofgrapefruitjuice,cornflakeswithcoldmilk,ryebread,toastswithbutterandmarmalade,twoeggssunnysideupwithbaconandhamandgrilledtomatoes,andonepotofblackcoffee.Iseverythingcorrect,Mr.Wilson?G:

Yes,that’sright.OT:TheAmericanbreakfastis128yuanplus15%surcharge.ShallIputthechargeintoyourroomaccount?G:That’sfine.OT:Thankyou,Mr.Wilson.We’llsendallyourordersuptoyourroomwithin20minutes.G:OK,thanks.OT:IsthereanythingelseIcandoforyou,Mr.Wilson?G:No,nothing.OT:OK,thankyouforcallingMr.Wilson.Enjoyyourbreakfastandhaveaniceday.G:Yes,sunnysideupwithbac③ReadandmatchStep1GreetguestMayIhaveyournameandyourroomnumber,please?Step2GetinformationoftheguestThankyouforcalling.Step3ConfirmallinformationGoodmorning.Roomservice,Lindaspeaking.HowmayIhelpyou?Step4ThanktheguestforcallingYouorderedanAmericanbreakfast.③ReadandmatchDialogue2Scenario:ThewaiterisknockingatthedoorofRoom324.①Listenandlearn

serverAfteryousetupScenicview②ListenandanswerWhatdoesthebreakfastserverdofirst?Doestheguestpaythebillbycash?Whichdigitshouldtheguestdialfortraycollection?Dialogue2Scenario:Thewaite(W:Waiter;G:Guest)W:RoomService.(Mr.Wilsonopensthedoor)

Goodmorning,Mr.Wilson.MynameisTony.Iam

yourbreakfastserver.MayIcomein?G:Yes,please.W:Thanks,Mr.Wilson.Afteryou.

(Afterenteringtheroom)Excuseme,Mr.Wilson.Wherewouldyouliketohavethetrayput?G:Bythewindow,please.W:Youhavereallyscenicviewhere.MayImovethechairforyou?G:Sure.Thankyou.W:You’rewelcome.Mr.Wilson,mayIsetupthetable?(W:Waiter;G:Guest)G:Goahead.W:Excuseme,Mr.Wilson.Thehotdishisinthehotbox;mayItakeitnoworkeepitinthebox?Pleasebecareful.Theplateisveryhot.G:Thanksfortellingmeaboutit.(AfterservingallthedishesforMr.Wilson)W:Excuseme,Mr.Wilson.Isyourordercorrect?Wouldyoupleasesignthebill?Thankyou.(Sendingthepenandbillfortheguest)G:That’sright.W:Thankyou,Mr.Wilson.Pleasedial“2”andwe’llcometoyourroomtocollectthetray.IsthereanythingelseIcandoforyou?G:Nothing.W:Allright,Mr.Wilson.Enjoyyourmeal.G:Goahead.KeyWordsandExpressionscereal[‘si?ri?l]n.麥片粥flake[fleik]n.小薄片crisps[krisps]n.薯片rye[rai]n.黑麥marmalade[‘ma:m?leid]n.果醬

dial['dai?l]v.撥電話號(hào)碼KeyWordsandExpressionscereaVI.