《饭店服务英语》课件-模块二 楼层服务

《饭店

英语》HotelEnglishHotelEnglish模块二FloorAttendance

楼层服务教学目标知识目标:了解客人的特殊需求技能目标:掌握客房打扫的技能情感目标:体会饭店实际服务工作的重要性热爱自己的职业

教学重点1.掌握本单元的重点词汇和实用表达2.掌握楼层服务的有关内容和技能

教学难点能够用英语来接待客人并为客人服务FloorAttendance

楼层服务MainPoints（知识要点）※Provideturn-downservice

开夜床※Generalcleaningforoccupancies

客房打扫housekeeping['haʊski:piŋ]n.家事，家政，持家permission[pə(:)'miʃən]n.同意，许可press[pres]v.按，压draw[drɔ:]v.(drew,drawn)拉，拖pillow['piləu]n.枕头towel['tauəl,taul]n.毛巾painful['peinful]a.痛苦的sore[sɔ,sɔə]a.疼痛的massage['mæsɑ:ʒ].n.按摩Ⅰ.词汇UsefulExpressions（实用表达）Roomcleaning1)Whenwouldyoulikemetomakeupyourroom,sir/ma’am?2)Wouldyoulikemetocleanupyourroomrightnow,sir/ma’am?3)We’llcomeandcleanyourroomatonce.UsefulExpressions（实用表达）

Turn-downservice1)MayIdotheturn-downserviceforyounow,sir/ma’am?2)ShallIcomebacklater?3)ShallIdrawthecurtainforyou?4)MayIturnonthelightsforyou?5)CanImakethebedsforyounoworlater?6)Howwouldyoulikemetoarrangeyourpillow，loworhigh?

Eventhoughthesleepingroomsprovidethemajorsourceofincomeforahotel,aqualityfoodandbeverageoperationisoftenattheheartofvarioustypesofhotels.Thefoodandbeveragedepartmentisaveryimportantdivisioninahotel.Itisoftenoneoftheforemostincomeearnersforthehotel,whichcanaccountfortwofifthtoonehalfofahotel’sprofit.II.Introduction

Theprimaryconcernoffoodandbeveragedepartmentistoprovideappropriatefoodandbeverageserviceforguests.Alltheactivitiesinvolvedcanbedividedintothreeareas,namely,management,productionandservice.

Themanagementjobsinthedepartmentareessentiallyadministrative.TheyincludemainlythoseoftheF&Bmanager,F&Bcontroller,purchasingstewards,thestorekeepers,andthesubdepartments’head.

Thefoodandbeverageoperationinthehotelinvolvesahighdegreeoftechnicalknowledgeandskill.Productionjobsaremainlyinthekitchens,madeupofpreliminarypreparation,cooking,finishing,andsanitation.

Thefoodanddrinkserviceisthesecondmajoractivityofmosthotelsandinmanyofthemitaccountsforlargerproportionofemployeesthantheprovisionofsleepingaccommodationandrelatedservice.Servicejobsarethoseinthevarioussalesoutlets,suchascoffeeshops,loungebars,banquetingrooms,andotherrestaurants.FloorAttendanceIII.Lead-inActivitiesCanyougivetheanswerstothem?

1.Howimportantdoyouthinkthefoodandbeveragedepartmentisinahotel?2.Whatarethemaintasksforthefoodandbeveragedepartment?Howtheactivitiescanbedivided?3.Whatisthemajoractivityofthemosthotels?Whydoesitsaythattheservicesinfoodanddrinkareveryimportant?4.Ifyouwanttobookatableintherestaurantoverthephone,whatinformationshouldyougivetothereceptionist?5.Iftheguestsdon’thaveanyreservation,whatshouldthehostessdowhenthereisnotableavailable?ClassactivityFloorAttendance

IV.TopicextensionDialogueI

(Theattendantenterstheroomaftergettingtheguestpermission)A:Goodmorning,MissClinton.MayIcleanyourroomnow?G:Yes,it’shightimeforyoutodoso.Ithoughtyouhavefinishedcleaninguptheroom.A:Iamverysorry.UsuallyIamresponsibleforcleaningup12roomsaday.Accordingtoourhotelregulation,wedothecheck-uutroomsfirst,getthemreadyforsale.G:Isee.Wouldyoucleanthebathroomfirstandchangethebathtowelsformeplease?Ijustfinishedmyshower.A:Noproblem,MissClinton.

RoomCleaning

G:GuestA:Roomattendantpairwork(Tenminuteslater)A:Wouldyouliketohaveallthetowelschanged,MissClinton?G:Noneedtoso,onlythebathtowels.Wouldyoupleasechangethedirtysheetforme?A:certainly.I’lldoitrightaway.Wouldyoulikeatableinthemainhallorinaprivateroom,sir?G:CanIaskformorecoat-hangers?Formymomwillcomeheresoon.A:Sure,I’llcalltoasksomeonetobringsomeforyou.Isitoktobringyoufivemore?G:Thankyouverymuch.A:Mypleasure.Justletusknowwhatyouwillneedduringyourstayinourhotel.G:Thankyou.Youdidagoodjob,sweetgirl.A:Thankyou.Iamhappytoknowthatyouaresatisfiedwithourservice.IVTopicExtension(15minuteslater,theroomattendantfinishescleaninguptheroom)A:AnythingelseIcandoforyou,MissClinton?G:No,thanks.Iamalittletired.Ijustwanttotakearest.A:Letmepressthe“Donotdisturb”buttonforyou.Ifyouneedanyhelp,pleasecallthefloorservicedesk.Wearealwaysatyourservice.G:Thankyoualot,IwillifIneed.

A:Haveagoodrest.G:

Thanks.Bye.IVTopicExtensionFloorAttendanceV.OralTime

SituationA:

Thecaller:Jackcallstoreserveatablefortonight.Theywanttoholdabirthdaypartyforoneoftheirfriends.Theguestswillhavedinnerintheprivateroom,beginningfrom7:00.Westernfoodaretheirfavorite.ActitoutThereservationist:Youaskthecallerwhatkindofspecialdecorationtheyneedtopreparebeforehand.Asktheguestforthenameandtelephonenumberandrepeatthebooking.

SituationB:

Apartyoffive,awomanandfourmen,comeintotherestaurant.Theyhaven’tanyreservation.Thehostessseatsthem.ActitoutCheckupTranslation：

1)

我现在可以为您做夜床吗？2）你能帮我把窗帘拉开吗？3）您喜欢枕头高一点还是低一点？4）对你的健康有好处。5）房间早该打扫了。

VI.

TranslationMayIdotheturn-downserviceforyounow?Wouldyoupleasehelpmedrawthecurtainaside?Howwouldyoulikemetoarrangeyourpillow,loworhigh?Itisreallygoodforyourhealth.It’shightimeforyoutodoso.FloorAttendance

VII.

EnglisharoundYou

JapaneseFoodResta