饭店情景英语(第二版)教学课件第3章PartIIILesson4

MajorContents第三章客房部I.Leading-inII.WorkingProcedureIII.DialoguesIV.TipsforServiceV.Words&ExpressionsVI.ExercisesLesson4MiscellaneousServices杂项服务???Howtodohousekeeping?I.Leading-inBACKNEXTHowtodohousekeeping?I.Leading-inPREV.BACKTheaimofthehousekeepingdepartment’sworkistomakeguests’stayinthehotelcomfortableandpleasing.Anyreasonablerequestfromthegueststhusmustbefulfilled.Suchrequestmayincludesupplyingguestswithextrathings,maintainingguestrooms,safekeepingguests’valuables,runningerrandsforguests,takingcareofsickguestsandofferingbaby-sittingservice.Althoughtheyarenotmajorhousekeepingservices,theyarealsocloselyrelatedtothequalityofahotel’sservice.杂项服务的主要内容II.WorkingProcedure提供额外物品维修客房为客人跑腿照顾患病客人托婴服务叫早服务BACKNEXTII.WorkingProcedure1.为客人提供额外物品。

Floorattendant,mayIhelpyou?

楼层服务员，能为您效劳吗?

Rightaway,Sir/Madam.

先生/女士，我马上来。

OK,Sir/Madam,noproblem.

好的，先生/女士，没问题。

Iwillsendittoyouimmediately.

我马上给您送过来。

Yournameandroomnumber,please.

请问您的姓名和房间号?PREV.NEXTII.WorkingProcedureWouldyoupleasewaitforawhile?I’mafraidotherguestsareusingit.您能稍等一会儿吗？其他客人正在使用。Hereyouare,Sir/Madam.先生/女士，给您。Ifyouneedanyotherthingslater,Iwillbeatyourservice.如果您稍后还需要其他东西，我随时为您效劳。PREV.NEXTII.WorkingProcedure2.维修客房。

Floorattendant,mayIhelpyou?

楼层服务员，我可以帮您吗?

Iwillaskthemaintenanceengineertogotoyourroomatonce.

我会让维修部人员马上去您的房间。

Yournameandroomnumber,please?

请问您的姓名和房间号?

I’mafraiditwilltaketimetorepairit.Wouldyoupleasechangetoanotherroom?

恐怕维修要耽搁点时间。给您换个房间,好吗?

Wearesorryfortheinconvenience.

很抱歉给您造成了不便。PREV.NEXTII.WorkingProcedure3.为客人跑腿。Sir/Madam,whatcanIdoforyou?先生/女士，我能为您效劳吗?What’sintheparcel?包裹里是什么?OK,Iwilldoitforyouatonce.好的，我马上就为您去办。Wouldyoupleasesignhere?请您在这儿签名。PREV.NEXTII.WorkingProcedureOK,noproblem.Butwouldyoupleasewaitforamoment?Imustdotheroomserviceforsomeotherguestsnow.好的，没问题。但是，请您稍等片刻。我现在得先为其他客人提供房餐服务。I’mafraidIamnotallowedtodoso.恐怕酒店不允许我这么做。PREV.NEXTII.WorkingProcedure4.照顾患病客人。I’msorrytohearthatyouarenotfeelingwell.听说您不舒服，我很难过。What’stheproblem?怎么了?Haveyougotsomemedicineswithyou?您随身带了什么药品吗?I’msorrythatIamnotallowedtoofferyouanymedicine.很抱歉，酒店不允许我为客人提供药品。Haveyoucalledthedoctor?您叫了医生吗?Don’tworry.Youwillbefinenextmorning.别担心，明早您就会康复的。PREV.NEXTII.WorkingProcedure5.提供托婴服务。I’mafraidthatIamnotallowedtoworkasababy-sitterwhenIamonduty.恐怕酒店不允许我在当班时为您的小孩当保姆。MayIrecommendthebaby-sittingserviceofourhotel?我可以向您推荐本酒店的托婴服务吗?Thereisababy-sittingcenterinourhotel.我们酒店有一个托婴中心。PREV.NEXTII.WorkingProcedureIwillcallthebaby-sittingcenterandtheywillsendaveryexperiencedbaby-sitter.我会给托婴中心打电话，他们会派一名非常有经验的保姆过来。Youcandial“10”andcallthebaby-sittingcentertosendyouababy-sitter.您可以拨“10”让托婴中心派一名保姆过来。Thebaby-sittingserviceischarged180yuanperhour,withtheminimumof2hours.托婴服务的费用是每小时180元人民币,至少两小时。PREV.NEXTII.WorkingProcedure6.叫早服务。

Atwhattimewouldyouliketohavethemorningcall?

您需要什么时间叫醒?

Youcanalsosetmorningcallthroughourautomaticcomputerwake-upservice.Pleasedial“6”firstand“0700”forthetime.Theremustbefourdigitsforthetimeyouwant.

您也可以通过我们的电脑自动叫早服务系统来设定叫早电话。请先拨“6”,然后输入“0700”作为您起床的时间。您输入起床时间时，请一定输入四位数。PREV.BACK(FA:FloorAttendant

G:Guest)FA: Housekeeping,mayIhelpyou?G:Hello,Iwouldliketohaveahair-dryer,somemoretoiletpaperandanextrabathrobe.FA:Sure,Madam.Iwillsendthemtoyouimmediately.Yournameandroomnumber,please?G:It’sMaryJackson,Room709.FA: I’vegotit.I’llbringthemtoyourroomsoon.G:Seeyou.III.DialoguesBACKNEXTDialogue1SupplyingGuestswithExtraThings(Abouttwominuteslater,thefloorattendantwasknockingatthedoorofRoom709.)FA: Floorattendant.MayIcomein?G:Comein,please.FA: Ms.Jackson,herearetheitemsyouaskedfor:hair-dryer,toiletpaperandbathrobe.G:Oh,thankyouverymuch.FA: It’smypleasure.Ifyouneedanythingelselater,Iwillbeatyourservice.Bye.G:OK,bye.III.DialoguesPREV.NEXTFA: Housekeeping,mayIhelpyou?G:I’mafraidtheair-conditionerinmyroomisoutoforder.FA: Sorryfortheinconvenience.Iwillaskthemaintenanceengineertogotoyourroomatonce.Yournameandroomnumber,please?G:AliceBrown,Room516.FA: OK.Isee.Themaintenancewillbecominginamoment.III.DialoguesDialogue2MaintainingGuestRoom(FA:FloorAttendantG:GuestM:Maintenance)PREV.NEXT(Abouttwominuteslater,aclerkoftheMaintenanceDepartmentwasintheroom.)M:Goodmorning,Madam.What’sthematter?G:Ijustcamebackandwantedtoswitchontheair-conditioner,butitdoesn’twork.Itissohothere.M:Don’tworry.I’llcheckitrightaway.(Aftercheckingtheair-conditioner,MtellsFAaboutthesituationandFAringstheFrontOfficetoaskfortheroomchange.)FA:I’mafraiditwilltaketimetofixit.Wouldyoupleasechangetoanotherroom?G:OK.III.DialoguesPREV.NEXTFA:Pleasefollowmetoanotherroomandthebellmanwillhelpyouwiththeluggage.G:Allright.FA:Wearesosorryfortheinconvenience.G:That’sOK.III.DialoguesPREV.NEXTFA: Excuseme,Madam.WhatcanIdoforyou?G:Yes.Wouldyoudeliverthisparcelforme,please?FA:OK,butcouldyoupleasewaitforabouttenminutes,becauseImustdotheroomserviceforsomeotherguestsnow.(Abouttenminuteslater.)FA: Madam,mayIaskwhat’sintheparcel?G:Justsomebooks.Pleasesendittothisplace.III.DialoguesDialogue3RunningErrandsforGuests(FA:FloorAttendantG:Guest)PREV.NEXTFA: Sorry,I’mafraidIamnotallowedtodeliveraparceltosuchafarplace.MayIpostitforyou?G:Allright.FA: Wouldyoupleasesignhere?G:OK,noproblem.Thankyouverymuch.FA: Youarewelcome.G:Bye.III.DialoguesPREV.NEXTFA:I’msorrytohearthatyouarenotfeelingwell,Mr.Lee.What’stheproblem?G:Ihaveabadheadache.FA:Haveyougotanymedicines?G:No.IthinkImighthavecaughtacold.Haveyougotanymedicinesforcold?FA:I’msorrythatIamnotallowedtoofferyouanymedicine.Haveyoucalledthedoctor?G:No.FA:OK,Iwillcalloneforyouatonce.Don’tworry.Youwillbefinesoon.III.DialoguesDialogue4TakingCareofSickGuests(FA:FloorAttendantG:Guest)PREV.NEXTFA: Goodmorning,Sir.WhatcanIdoforyou?G:Yes.MywifeandIwillgooutforaparty.Wouldyoupleasetakecareofourbaby?FA:I’msorry.I’mafraidthatIamnotallowedtoworkasababy-sitter.G:Then,whatcanwedo?FA:MayIrecommendthebaby-sittingserviceofourdepartment?G:Oh,that’sfine.III.DialoguesDialogue5OfferingBaby-sittingService(FA:FloorAttendantG:Guest)PREV.NEXTFA:Iwillcallthebaby-sittingcenterandtheywillsendyouaveryexperiencedbaby-sitterinaminute.G:OK,howaboutthecharge?FA:Itischarged180yuanperhour,withtheminimumof2hours.G:OK,thankyouverymuch.FA:Mypleasure.IsthereanythingelseIcandoforyou?G:Notatthemoment.Thankyou.III.DialoguesPREV.NEXTFA:Housekeeping,mayIhelpyou?G: Yes,Iwouldlikeamorningcalltomorrowmorning.FA:Certainly,Sir.Atwhattime?Andyourroomnumber,please.G:Seveno’clock,andmyroomnumberis828.III.DialoguesDialogue6ArrangingMorningCallforGuests(FA:FloorAttendantG:Guest)PREV.NEXT(Aguestiscallingthehousekeepingdepartmentformorningcallservice.)FA:OK,it’sdone.Bytheway,youcanalsosetmorningcallthroughourautomaticcomputerwake-upservice.Pleasedial“6”firstand“0700”forthetime.Theremustbefourdigitsforthetimeyouwant.G:OK,Isee.Thankyou.FA:It’smypleasure.G:Bye.III.DialoguesPREV.BACK处理突发事件

除了为客人提供各种称心如意的服务，一名客房部的员工还应该学会处理突发火灾(fireaccident)、客人意外伤病(guest’sinjuryandacuteillness)、客人财物遗失(guest’sbelongingslost)等突发事件。IV.TipsforServiceBACKNEXT1．处理突发火灾。(1)火灾事故发生后，应立即开启报警器，并通知客人立刻从紧急出口离开酒店。

Thehotelisonfire.Pleaseleaveassoonaspossible.

酒店发生火灾了，请尽快离开。

Pleaseescapefromtheemergencyexit.Donotusethelift.

请从紧急出口离开。不要使用电梯。

Pleasecoveryourmouthandnosewithwettowel.

请用湿毛巾捂住口鼻。

Pleaselowerdownyourbodyandgoalongthefootofthewall.

请低身沿墙根行进。IV.TipsforServicePREV.NEXTPREV.NEXT(2)如遇到个别客人因惊恐而不知所措，应先安抚客人的情绪,然后引导其从紧急出口逃生。

Sir/Madam,wouldyoupleasecalmdownandfollowmywords?

先生/女士，您能冷静并按我的话做吗?(3)如果已经无法从紧急出口逃生，则应带领客人返回客房，紧封房门，然后把颜色鲜艳的布条伸出窗户呼救。IV.TipsforServicePREV.NEXTPREV.NEXT2．处理客人意外伤病。(1)如果客人在酒店意外受伤，应先安抚客人，然后采取简单的急救措施，并叫救护车。

Sir/Madam,easy,easy!Youwillbefine.

先生/女士，别着急。您很快就会好的。

Iwillcalltheambulanceforyouatonce.

我马上为您叫救护车。IV.TipsforServicePREV.NEXTPREV.NEXT2．处理客人意外伤病。(2)如果客人在酒店意外生病,应先安抚客人，并询问其是否随身备有药品,然后视情况决定是否叫救护车。

Haveyougotanymedicineswithyou?

您自己带了药吗?

Don’tbeworried.Iwillcalltheambulanceforyouimmediately.

别担心，我马上为您叫救护车。IV.TipsforServicePREV.NEXTPREV.NEXT3.处理客人财物遗失。(1)如果客人告知有财物遗失，应先表示遗憾、安抚客人，然后提醒客人是否自己遗忘在酒店里的某个地方，并请客人予以描述。

Sir/Madam,Iamsosorrytohearthat.

先生/女士，很抱歉听到这个消息。

Pleasedon’tbeworried.

请不要担心。

Doyourememberwhereyouputit?

您还记得把它放在什么地方了吗?

Wouldyoupleasedescribeit?

请您描述一下好吗?IV.TipsforServicePREV.NEXTPREV.NEXT(2)如果客人确定是被盗了,立即帮助客人报警。

Areyousureitisstolen?

您确定是被盗了吗?

IwillcalltheSecurityDepartmentrightnow.

我马上通知保安部。IV.TipsforServicePREV.NEXTPREV.BACKV.Words&ExpressionsBACKNEXTmiscellaneousadj.

混杂的;各种各样的fulfillv.

履行;完成;实现baby-sittern.

托婴保姆 parceln.

包裹deliverv.

传送;投递 beonduty

上班;值班digitn.

数字 hair-dryern.

电吹风toiletpaper

卫生纸 V.Words&Expressionsair-conditionern.

空调automaticadj.

自动的 exitn.

出口acuteadj.

急性的 ambulancen.

救护车securitydepartment