旅游情景英語-梁君 Unit 3 Services at the Hotel學(xué)習(xí)資料

Unit3ServicesattheHotelContentsTeachingFocusWarmingUp

SituationalConversationsUsefulExpressionsComprehensiveTestGlossaryDiscussionSelf-EvaluationExercisesMakinguptheroomLearningnewwordsandphrasesabouthousekeepingserviceLaundryserviceTeachingFocus

laundrylistDNDsignTalkaboutthefollowingpictures,thewordsbelowmayhelpyou.WarmingUp

laundrybagturn-downservicestandardroombathroom

Conversation2SituationalConversationsConversation1

A:Housekeeping.MayIcomein?

B:Comein,please.

A:Goodmorning,sir.I’msorrytodisturbyou.

MayImakeupyourroomnow?

B:Well,butI’mabittiredrightnow.

A:I’msorryaboutthis,Icancomebacklater.

B:Thankyousomuch.

A:Whattimewouldbeconvenient,sir?

B:Whatabouttwohourslater?A:Allright.Haveagoodrest,sir.I’llcomeat10:30a.m.(Twohourslater)A:Housekeeping.MayIcomein?B:Yes,comein.A:Excuseme.MayIcleanyourroomnow?B:Ofcourse.

Alaundryman(A)getsacallfromMr.Green(B)inroom1288.Nowthelaundrymanis

collectinglaundryattheguest’sroom.Conversation2

A:Laundryservice.MayIcomein?

B:Yes,please.

A:Thankyou,sir.Doyouhaveanylaundry?

B:Yes.

A:Pleasefilloutthelaundrylist.Hereyouare.

B:OK.Whenwillitbeready?

A:Iwillgetitbacktomorrowmorning.Would

youlikeanexpressservice?

B:Whatdoyouchargefortheexpress?

A:50%surcharge.

B:Whencanitbereturned?

A:In4hours.

B:OK,I’llhavetotakeit!Thankyou.Words&Expressionsbathroom/?bɑ:θru:m/n.浴室；衛(wèi)生間disturb/di'st?:b/vt.打擾，妨礙DND:DonotDisturbDNDsign請勿打擾標(biāo)記牌laundry/'l?:ndri/n.洗衣房；洗好的衣服；待洗的衣服laundrylist洗衣單laundrybag洗衣袋laundryservice洗衣服務(wù)turn-downservice夜床服務(wù)attendant/?'tend?nt/n.服務(wù)人員roomattendant客房服務(wù)員trolley/'tr?li/n.手推車housekeeping/'ha?ski:pi?/n.家務(wù)，家政housekeepingdepartment客房部make/meik/vt.做n.制造makeup組成；補(bǔ)足；整理bit/bit/n.一點(diǎn)；少許adv.[口語]相當(dāng)，有點(diǎn)兒abit/?bit/稍微；有一點(diǎn)兒tire/'tai?(r)/vt.使……疲憊;使……厭煩vi.厭煩;疲勞convenient/k?n'vi:ni?nt/adj.方便的；適當(dāng)?shù)膔eady/'redi/adj.準(zhǔn)備好的vt.做好……的準(zhǔn)備express/ik'spres/adj.迅速的；專門的expressservice快洗服務(wù)charge/t?ɑ:d?/n.費(fèi)用surcharge/'s?:t?ɑ:d?/n.附加費(fèi)，額外費(fèi)用return/ri't?:n/v.返回；送還Notes

1.Housekeeping.MayIcomein?客房服務(wù)。我可以進(jìn)來嗎？注：客房服務(wù)員進(jìn)門之前應(yīng)先敲門，總計三次，每次間隔3—5秒，給客人反應(yīng)的時間。敲門三次之后沒有應(yīng)答，可以用客房部鑰匙開門。在開門的同時，一邊開門一邊報：Housekeeping.MayIcomein?如：Turn-downservice.MayIcomein?夜床服務(wù)?？梢赃M(jìn)來嗎？2.I'msorrytodisturbyou.非常抱歉打擾您。注：客房服務(wù)員敲門進(jìn)入房間之后，如果客人在房間，需要向客人致以歉意，以免引起客人的不悅。

3.MayImakeupyourroomnow?我現(xiàn)在可以打掃您的房間嗎？句中makeup注：可以用clean或者do替換。對于在房間的客人，客房服務(wù)員一定要事先征詢客人的意見，能否打掃房間。在得到客人許可的情況之下，再進(jìn)行客房的清掃工作，并在工作期間，做到三輕：說話輕、走路輕、操作輕。4.Whattimewouldbeconvenient,sir?先生，您什么時間方便呢？注：客房服務(wù)員遇到不適合打掃的情況，要詢問客人合適打掃的時間，以表現(xiàn)出對客人的尊重和理解。5.Laundryservice.MayIcomein?Mr.Green.洗衣服務(wù)。我可以進(jìn)來嗎？格林先生。注：房務(wù)中心接到客人需要洗衣服務(wù)的電話之后，在得知房號和客人姓名之后，由樓層服務(wù)員到客人房間收集洗衣。6.Doyouhaveanylaundry?請問您有洗衣需要嗎？注：詢問是否需要洗衣服務(wù)還有另外兩種表達(dá)法：Isthisforwashing?Haveyouanylaundry?7.Pleasefilloutthelaundrylist.請您填寫洗衣單。注：洗衣單通常放在壁櫥內(nèi)或者寫字臺抽屜內(nèi)，洗衣單的填寫非常重要，收洗衣的服務(wù)員務(wù)必要仔細(xì)清點(diǎn)件數(shù)并核對客人對于各類衣物洗滌方法的要求。8.Wouldyoulikeanexpressservice?您需要快洗服務(wù)嗎？注：快洗一般會加收50%的費(fèi)用，應(yīng)明確告知客人。UsefulExpressions

1.Housekeeping.MayIcomein?客房服務(wù)。可以進(jìn)來嗎？2.I’msorrytodisturbyou.非常抱歉打擾您。3.MayImakeupyourroomnow?我現(xiàn)在可以打掃您的房間嗎？4.Whattimewouldbeconvenient,sir?先生，您什么時間方便呢？5.Haveagoodrest,sir.I’llcomeat10:30a.m.先生，您好好休息。我10:30再過來。6.Laundryservice.MayIcomein?洗衣服務(wù)?？梢赃M(jìn)來嗎？7.Doyouhaveanylaundry?請問您有洗衣嗎？8.Pleasefilloutthelaundrylist.請您填寫洗衣單。9.Iwillgetitbacktomorrowmorning.我將會在明天早上送回您的洗衣。10.Wouldyoulikeanexpressservice?您需要快洗服務(wù)嗎？ComprehensiveTestTask1

Task1:Role-play.Actouttheplaywithyourpartneraccordingtothefollowingsceneswiththegivenusefulexpressions.

ScenedescriptionKeyPhrasesandUsefulExpressionsScenePicturesScenario1Youarearoomattendant.Whenyouaremakinguptheguest’sroom，sheasksyoutocleanherroomearlytomorrowbecauseshewillhavesomefriendsvisither.1.Housekeeping.MayIcomein?2.I’msorrytodisturbyou.3.MayImakeupyourroomnow?4.Whattimewouldbeconvenient,madam?5.OK.I’llcleanyourroomat…tomorrowmorning.6.Laundryservice.MayIcomein?7.Doyouhaveanylaundry?8.Pleasefilloutthelaundrylist.9.Iwillgetitbacktomorrowmorning.10.Wouldyoulikeanexpressservice?

Scenario2Youarealaundryman.Youhelptheguesttofillinthelaundrylistandtelltheguestthatyoucandeliverherlaundrywithin4hourswithanextrachargeof50%ifitisurgent.Task2

CompletethefollowingdialoguesinEnglish.

Ⅰ.A:

roomattendant

B:Mrs.SmithA:______________________（客房服務(wù)）.MayIcomein?

B:Yes,comein.

A:Excuseme.___________________________________________________

（非常抱歉打擾您。我現(xiàn)在可以打掃您的房間嗎）？

HousekeepingI’msorrytodisturbyou.MayIcleanyourroomnow

B:Ofcourse.Bytheway,__________________________________________（你能每天晚點(diǎn)打掃我的房間嗎）？I’dliketowakeuplater.A:Noproblem.__________________________________________________（您每天什么時間方便呢）？B:Around11:30a.m.A:It’sallright.__________________________________________________（我每天11:30來打掃您的房間）.WouldyoupleasemakeupmyroomlatereverydayWhenwillitbeconvenientforyouI’llcomeat11∶30everyday

Ⅱ.A:laundryman

B:Mrs.Smith

B:NowIhavesomelaundrythatneedwashing.SowhatshallIdo?

A:OK!Letmehelpyou.__________________________________________

（您需要先填寫一份洗衣單）.

B:Whereisit?

A:Itishere.____________________________________________________

（在寫字臺的第一個抽屜里）.

B:Hereyouare!ItisinthefirstdrawofthewritingdeskYouneedtofilloutthelaundrylist

A:Letmecheckit!Itisright.________________________________

（我們提供快洗服務(wù)）,ifyouareurgent.

B:Whatchargefor?

A:

__________________（我們加收50%的費(fèi)用）.

B:It’sgreat.Whencanitbereturned?

A:

____________________________________________________________

（我們會在四小時之內(nèi)送回您的洗衣）.

B:Thankyouverymuch.

A:

___________________________（您太客氣了）.Wehaveanexpressservice50%surchargeWewilltakeitbackinfourhoursYouarewelcomeGlossaryturn-downservice開夜床standardroom標(biāo)準(zhǔn)間queensizebed加大床kingsizebed特大床air-conditioner空調(diào)設(shè)備mini-bar迷你酒吧safebox保險箱remotecontrol遙控器TVprogram/movieguide電視指南postcard明信片slippers拖鞋pillow枕頭ashtray煙缸T-shirtT恤衫sweater毛衣dress連衣裙shorts短褲trousers長褲suit套裝overcoat風(fēng)衣jeans牛仔褲washing洗滌dry-cleaning干洗ironing熨燙dyeing染色mending縫補(bǔ)shrink縮水fade退色Ⅰ.Discussthefollowingquestionsandwriteyouranswers.Discussion

1.Whenyouwanttogointoaguestroom,whatwouldyoudofirst?Andwhatwouldyousay?

2.Iftheguestputsouta“DoNotDisturb”sign,doyouknockatthedoor?Why?(1)Knockatthedoor.(2)Housekeeping.MayIcomein?(1)No.(2)Becausetheroomattendantshoulddocleaninginapolitewayandcannotenterthe

roombeforetheygetpermissionfromtheguests.

3.Iftheguestasksyoutocomebacksomeothertime,whatwouldyousay?

4.Whenaguestwantstohavesomelaundrydone,whatwouldyouasktheguesttodofirst?

5.Whydowechargeextraforanexpressservice?Whenwillitbeconvenientforyou?\whattimewouldbeconvenient?Pleasefilloutthelaundrylist.Priorityprocessing.Ⅱ.Readthesamplefarewellspeechbelow,andtrytowriteoneofyourown.TheRoleofaRoomAttendant

Thechamberserviceischargedwithmaintainingguestroomsandpublicspaceinsatisfactoryconditions.Theroomneedstobecleanedupeveryday.Theroomattendantshoulddocleaninginapolitewayandcannotentertheroombeforetheygetpermissionfromtheguests.Thedutiesofaroomattendantincludemakinguptherooms;changinglinensandtowels;cleaningandpolishingfloorandfurniture;washingbathroom;doingtheturn-downserviceandsupplyingtheroomswiththenecessaryitems,suchasextrapillowsorhairdryersetc.Theroomattendantisexpectedtomaintainequipmentprovidedforworkandloadhousekeeper’scartbeforetheendofeachday’soperation.

Thehousekeepingdepartment’sresponsibilitydoesnotendwithcleaning.Housekeepersareresponsibleforguestsatisfaction,makingsurethatspecialrequestfor

guestservicesuchasguestlaundry,extrabed,andotherpersonalservicesaremetand

publicareacleaningisappreciatescheduledsoastominimizedisturbancetoguests.Notes1.Thechamberserviceischargedwithmaintainingguestroomsandpublicspaceinsatisfactoryconditions.客房服務(wù)就是保持房間和公共場所處于令人滿意的狀態(tài)。2.Theroomattendantshoulddocleaninginapolitewayandcannotentertheroombeforetheygetpermissionfromtheguests.客房服務(wù)員應(yīng)該有禮貌地整理客人房間，在沒有得到客人允許的情況下不得隨意進(jìn)入客人房間。3.Changinglinensandtowels.更換棉織品和毛巾。4.Cleaningandpolishingfloorandfurniture.清潔地板和家具，并保持它們的光亮。5.Doingtheturn-downserviceandsupplyingtheroomswiththenecessaryitems,suchasextrapillowsorhairdryersetc.開夜床服務(wù)并提供房間的必需品，諸如枕頭和電吹風(fēng)等。6.Theroomattendantisexpectedtomaintainequipmentprovidedforworkandloadhousekeeper’scartbeforetheendofeachday’soperation.當(dāng)班的客房服務(wù)員還要維護(hù)工作用的設(shè)備，并在每天下班前把客房部的手推車補(bǔ)充完整。7.Thehousekeepingdepartment’sresponsibilitydoesnotendwithcleaning.客房部的職責(zé)不僅僅是清潔工作。8.Andotherpersonalservicesaremetandpublicareacleaningisappreciatescheduledsoastominimizedisturbancetoguests.其他個人服務(wù)的滿足以及公共區(qū)域的清潔要有計劃，以便最大限度地減少對客人的干擾。Thinkaboutthisunit.Nowrateyourselfonascaleoffive:onebeinglowandfivebeinghigh,andtickoutyourportfolio.Self-EvaluationThingsIcandoEvaluationIcanwritetherelatedwordsaboutcomplaintheguests.54321Icanunderstandthedialogues.54321Icanpracticethedialogues.54321I’velearnedhowtohandletheguests’complains.54321I’velearnedsomebasicknowledgeabouttheguests’complains.54321ExerciseⅡExercisesExerciseⅢExerciseⅠⅠ.True(T)orFalse(F)(

)1.Iftheguestisnotin