饭店服务英语 The Housekeeping Department

Unit3TheHousekeepingDepartmentLesson2RoomCleaningLesson1IntroductiontotheRoomFacilitiesLesson4MaintenanceServiceLesson3LaundryServiceandTurn-downServiceLesson1IntroductiontotheRoomFacilitiesGoalShowguestsaroundtheroomandintroducetheroomfacilities.LookandLearnDialogueReadingLearnMoreWordsandPhrasesLookandLearnDialogueReadingLearnMore1NewWordsandPhrasesLookandLearnWritethecorrecttermsbelowpictures.

doorknob

switch

slot

lamp

curtain

socketlampswitchcurtaindoorknobslotsocket1Mr.Pearson（P）从八楼电梯口出来，酒店楼层服务员Adam（A）立刻上前接待。A:Goodafternoon,sir.Welcometotheeighthfloor.MayIhaveyourroomnumber,please?P:Sure.Ourroomnumberis826.A:Thisway,please.P:Isourroomattheendofthecorridor?A:Oh,yes.CanIhaveyourkeycard,please?P:Yes,hereyouare.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases1Mr.Pearson（P）从八楼电梯口出来，酒店楼层服务员Adam（A）立刻上前接待。A:(Openthedoorfortheguest)Pleasecomein.P:Thanksalot.A:Pleaseinsertthecardintotheslotforelectricity.P:OK.A:MayIintroducetheroomfacilitiestoyou?Hereisthelightswitchandthisisthetemperatureadjuster.Thehangersareinthecloset.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases1Mr.Pearson（P）从八楼电梯口出来，酒店楼层服务员Adam（A）立刻上前接待。P:CanIgetonlineinthisroom?A:Sure.Besides,thetelevisionprovidessatellitechannels,soyoucanwatchnewsfromCNNandBBC.P:Great.Bytheway,whereisthelaundrybag?A:It’sinthecloset.IsthereanythingelseIcandoforyou?P:No.Thankyouverymuch.A:Mypleasure.Enjoyyourstayatourhotel.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases1A.Writethecorrecttermsbelowpictures.LookandLearnDialogueReadingLearnMoreNewWordsandPhraseshanger

closet

laundrybagclosethangerlaundrybag31.Whoopensthedoor?

2.Wherearethehangers?

3.CanMrs.Pearsongetonlineintheroom?

1B.Listentothedialogueagainandanswerthequestions.LookandLearnDialogueReadingLearnMoreNewWordsandPhrasesAdamopensthedoor.Theyareinthecloset.Yes,shecan.LookandLearnDialogueReadingLearnMore1NewWordsandPhrases客房部很重要Housekeepingdepartmentisthebackboneofahotel,foritprovidesthecoreproductofahotel—acleanandcozyroom.Themaindutyofthehousekeepingstaffistomakeguestsstaycomfortableandpleased.Tobespecific,thehousekeepingstaffistoseetothecleanlinessandgoodorderofallroomsandpublicareasinthehotel.客房部是饭店的支柱，因为它提供了饭店的核心产品——干净而舒适的客房。使客人在饭店逗留期间感到舒适和满意是客房部员工的主要职责。具体来说，客房部的员工负责饭店的每一间客房和公共区域的保洁和有序。LookandLearnDialogueReadingLearnMore1NewWordsandPhrasesA.ReadthetextagainandcircleYesorNo.1.Thehousekeepingisanimportantdepartmentinthehotel.2.Themaindutyofthehousekeepingstaffistomakeguestsstaycomfortableandpleased.

3.Thehousekeepingstaffmustfulfillanyrequestsfromtheguests.B.RememberthetermsandwritedowntheChinese.YesYesNoEnglishChineseEnglishChinesecleanlinessreasonablerequeststhehousekeepingstaffpropersuggestionthecoreproductselltheservice清洁客房部工作人员核心产品合理的请求恰当的建议销售服务LookandLearnDialogueReadingLearnMore1NewWordsandPhrasesLearnMoreUnderstandtheguests'requests.1.CanIhavesomemorepillows?2.Iforgettobringarazorwithme.Canyoubringmeadisposablerazor?3.Pleasebringmeapotofcoffee.我能再要几个枕头吗？我忘了带剃须刀，您能给我带一把一次性的剃须刀吗？请送一壶咖啡。LookandLearnDialogueReadingLearnMore1NewWordsandPhrasesLearnMoreUnderstandtheguests'requests.4.MayIborrowanironingboard?5.CouldIpossiblyhaveanotherroomkey?6.Ifoundthesocketfortheelectricshaver.AndIwouldliketoknowwhetheritis220volts.我能借用一下烫衣板吗？我能再要一把房间钥匙吗？我找到了电动剃须刀的接线插座，但是我想知道它是不是220伏的。LookandLearnDialogueReadingLearnMore1NewWordsandPhrasesdoorknob[dɔ:nɔb]n.门把手slot[slɔt]n.槽口curtain['kə:tn]n.窗帘socket['sɔkit]n.插座corridor['kɔridɔ:]n.走廊，回廊insert[in'sə:t]v.插入，嵌入electricity[ilek'trisiti]n.电adjuster[ə'dʒʌstə]n.调节器，检验员hanger['hæŋə]n.衣架closet['klɔzit]n.橱，壁橱satellite['sætəlait]n.卫星channel['tʃænl]n.频道backbone['bækbəun]n.支柱，脊椎core[kɔ:]adj.核心的staff[stɑ:f]n.员工specific[spi'sifik]n.具体方面，细节cleanliness['klenlinis]n.清洁度satellitechannel卫星频道CNN美国有线新闻网络BBC英国广播公司Lesson2RoomCleaningGoalKnowhowtocommunicatewithguestswhencleaningtheroom.LookandLearnDialogueReadingLearnMoreWordsandPhrasesLookandLearnDialogueReadingLearnMore2NewWordsandPhrasesLookandLearnWritethecorrecttermsbelowpictures.hairdryer

towel

bathtub

bathrobetowel bathtubhairdryerbathrobe2Dialogue1—Cleantheroom.客房部工作人员Mary（M）敲门进入客人房间打扫房间，Mr.Pearson（P）开门后与她交谈。M:Housekeeping.MayIcomein?P:Comein,please.M:Goodmorning,sir.Sorrytodisturbyou.P:Goodmorning.M:MayIcleanyourroomnow?P:Yes,please.Canyoubringmetwomorepillowslater,please?LookandLearnDialogueReadingLearnMoreNewWordsandPhrases2Dialogue1—Cleantheroom.客房部工作人员Mary（M）敲门进入客人房间打扫房间，Mr.Pearson（P）开门后与她交谈。M:Therearetwopillowsinthecloset.Letmegetthemforyou?P:Thanksalot.Bytheway,canIborrowanironfromthehousekeeping?M:Certainly.Wouldyoulikemetofetchitforyou?P:Thereisnohurry.Pleasebringmeoneafteryourcleaning.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases2Dialogue1—Cleantheroom.客房部工作人员Mary（M）敲门进入客人房间打扫房间，Mr.Pearson（P）开门后与她交谈。M:IsthereanythingelseIcandoforyou?P:Canyoutellusthetelephonenumberofthehousekeeping?M:It’s9.Ifyouneedanyhelp,justdial9,please.P:Thankyouverymuch.M:You’rewelcome.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases2Dialogue2—Asksomeoneelsetocleantheroom.客房部工作人员Mary（M）敲门进入客人房间打扫房间，Mr.White（W）正好有事，Mary问好时间后，安排同事帮忙打扫。M:Goodafternoon,Mr.White.CanIcleanyourroomnow?W:Couldyoupleasecomebackagainlater?I’mtiedupatthemoment.I’vesomevisitors.M:Allright,noproblem.Whendoyouneedmetocomeback?LookandLearnDialogueReadingLearnMoreNewWordsandPhrases2Dialogue2—Asksomeoneelsetocleantheroom.客房部工作人员Mary（M）敲门进入客人房间打扫房间，Mr.White（W）正好有事，Mary问好时间后，安排同事帮忙打扫。W:Howabout6:00p.m..Isthatallright?M:Sorry,I’llbeoffthen.I’llfinishworkingat5:30p.m..Butdon’tworry.Oneofmycolleagueswillcome.W:OK.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases2LookandLearnDialogueReadingLearnMoreNewWordsandPhrasesPracticethedialogueinpairsandcircleYesorNo.1.Mr.Pearsonwouldliketoborrowaniron.Marywouldfetch

itafterhercleaning.2.MarycancleanMr.White’sroomnow.3.Iftheguestsneedanyhelp,heorshecandial0whichisthetelephonenumberofthehousekeeping.4.Mr.Whitewillhavesomevisitorstonight.YesNoNoNoLookandLearnDialogueReadingLearnMore2NewWordsandPhrases以客户为中心的酒店服务理念Differenttypesofguestshavedifferentneeds.Sometimesthesedifferencesareminor,sometimesgreat.Someguestsareexperiencedguestswhohavestayedatthehotelmanytimes.Otherguestsmaybenewtothecity.Somerequireonlythebasicnecessitieswhileothersneedthefullresourcesofthehotel.Whateverthecase,successfulhotelshaveonethingincommon:theyareallcustomer-oriented.

不同类型的客人有不同的需求。有时候需求间的差异不大，而有时候差异很大。有些客人是多次入住该饭店，可谓经验丰富；而有些客人可能对该城市都很陌生。有些客人只需要得到最基础的服务，而有些客人则需要享用饭店的多种资源。不管是哪种情况，成功饭店的共同之处都是以顾客为中心。LookandLearnDialogueReadingLearnMore2NewWordsandPhrasesEnglishChineseEnglishChineseworkexperience

experiencedguests

ifnecessary

basicnecessity

majorproblem

minorchangesComparethetermsandwritedowntheChinese.工作经验如果有必要主要问题有经验的客人基础必需品小改变LookandLearnDialogueReadingLearnMore2NewWordsandPhrasesLearnMoreUsefulexpressions.LookandLearnDialogueReadingLearnMore2NewWordsandPhrasesbathtub['bɑ:θtʌb]n.浴缸bathrobe['bɑ:θrəub]n.浴袍disturb[dis'tə:b]v.打扰pillow['piləu]n.枕头iron['aiən]n.熨斗

v.熨烫colleague['kɔli:g]n.同事minor['mainə]adj.次要的experienced[iks'piəriənst]adj.有经验的necessity[ni'sesiti]n.必需品oriented[ɔ:ri'entid]adj.以……为目的的tieup把……缠住，使不能分身incommon一致的customer-oriented由顾客推动的，以顾客为中心的Lesson3LaundryServiceandTurn-downServiceGoalLearnhowtodealwithlaundryserviceandturn-downservice.LookandLearnDialogueReadingLearnMoreWordsandPhrasesLookandLearnDialogueReadingLearnMore3NewWordsandPhrasesLookandLearnWritethecorrecttermsbelowpictures.

quilt

pillow

carpet

serviceguide

slippers

combslipperquiltcombserviceguidepillowcarpet3Dialogue1—Laundryservice.客人Mr.Stone（S）打电话给客房部询问洗衣服务事宜，客房部服务员Alice（A）接听了电话。A:Goodafternoon.MayIhelpyou?S:Goodafternoon.Couldyousendsomeoneupformylaundry,please?Room608,JohnStone.A:Certainly,Mr.Stone.S:CanIhavemysuitdry-cleaned?A:Certainly,sir.Wewillhaveyoursuitironedaswell.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases3Dialogue1—Laundryservice.客人Mr.Stone（S）打电话给客房部询问洗衣服务事宜，客房部服务员Alice（A）接听了电话。S:WhencanIhavemylaundryback?A:Itusuallytakesonedaytohavelaundrydone.Butwouldyoulikeexpressservice?S:Whatisthedifferenceinprice?LookandLearnDialogueReadingLearnMoreNewWordsandPhrases3Dialogue1—Laundryservice.客人Mr.Stone（S）打电话给客房部询问洗衣服务事宜，客房部服务员Alice（A）接听了电话。S:Whatisthedifferenceinprice?A:Wecharge50%moreforexpress,butitonlytakes5hours.

S:I'llhaveexpressthen.A:Thankyouforcallingus.Good-bye.S:Good-bye.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases3Dialogue2—Turn-downservice.客房部服务员Alice（A）来到Mr.Brown（B）房间提供开夜床服务。A:Goodevening.MayIdotheturn-downserviceforyou?B:Yesplease.Couldyoutidyupthebathroomfirst?Ihavejusthadashowersoitisquitemessy.A:Don’tworry.Iwillhelpyoucleantheroomquickly.B:WouldyouchangethepillowcaseasIspiltsomecoffeeonit.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases3Dialogue2—Turn-downservice.客房部服务员Alice（A）来到Mr.Brown（B）房间提供开夜床服务。A:OK.I’llbringacleanoneforyou.IsthereanythingelseIcandoforyou?B:Wellinfactthereis.ThismorningIaskedforanewlaundrybagbuttheystillhaven’tbroughtonetome.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases3Dialogue2—Turn-downservice.客房部服务员Alice（A）来到Mr.Brown（B）房间提供开夜床服务。A:Oh,I’msorry.Well,I’llgobackandgetonenow.Wouldyoumindwaitingforaminute?B:Noproblem.A:Hereyouare,sir.Haveagoodnight.B:Thankyou.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases3Readthedialogueagainandmatchthetermswiththecorrectdefinitionontheright.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases1.turndownservice2.laundry3.expressservice4.mess5.dry-cleaneda.clothes,sheets,etcthathavebeenlaunderedorneedtobelaunderedb.cleanedwithchemicalsolventsc.astateofconfusionanddisorderlinessd.Itisakindofchamberservicedoneintheafternoon,includingremovingthebedcover,doingsomecleaning,etc..e.Itisoneoflaundryservicethatwillbedoneinashorttime.LookandLearnDialogueReadingLearnMore3NewWordsandPhrases恰当销售Anyreasonablerequestsfromtheguestsmustbefulfilled.Moreover,wheneverthereisanopportunityto“selltheservice”,thestaffshouldcatchthechancetomakeapropersuggestion.Theyshouldmakesurethattheyaresellingwhattheguestsreallywanttobuy.应尽量满足客人提出的合理要求。一旦有机会推销饭店的服务，客房部员工应抓住机会提出恰当的建议。当然，应确保推销的服务正是客人所需要的。1.Hegavemea____________explanation.2.Servicemeanstounderstandand____________theneedsofothers.3.Alost____________neverreturns.4.His____________soundspracticable.5.Doyou____________maps?LookandLearnDialogueReadingLearnMore3NewWordsandPhrasesA.Fillintheblanksandchangetheformsifnecessary.reasonable

fulfill

opportunity

suggestion

sellreasonablefulfillopportunitysuggestionsellB.Readthetextandanswerthequestions.1.Whatshouldthestaffdowhentheguestshavereasonablerequests?

2.Whatshouldthestaffdowhenthereisanopportunityto“selltheservice”?

Thestaffshouldfulfillthereasonablerequestsfortheguests.Thestaffshouldcatchthechance.LookandLearnDialogueReadingLearnMore3NewWordsandPhrasesA.Whenwedotheturn-downservice，weusually：LearnMore1.switchonthefloorlamp（开地灯）2.tidyslippers（摆拖鞋）3.checkthemini-bar（检查小酒吧）4.cleanuptheroom（清洁房间）5.emptythewastebin（倒垃圾）6.makethebed（铺床）7.cleanthebathroom（清洁卫生间）8.replacethelinens（换布件）9.drawthecurtains（拉窗帘）LookandLearnDialogueReadingLearnMore3NewWordsandPhrasesB.WeusuallyreplenishthefollowingforVIP：LearnMore1.freshfruits（水果）2.refreshments（小食品）3.bathrobes（浴袍）4.newspapers（报纸）LookandLearnDialogueReadingLearnMore3NewWordsandPhrasesquilt[kwilt]n.被子carpet['kɑ:pit]n.地毯slippers['slipəz]n.拖鞋comb[kəum]n.梳子dry-cleaned['drai-kli:nd]v.干洗express[iks'pres]v.快捷的messy['mesi]adj.混乱的pillowcase['piləu,keis]n.枕头套spill[spil]v.溢出，泼出reasonable['ri:zənəbl]adj.合理的fulfill[ful'fil]v.完成serviceguide服务指南tidy(up)sth.收拾好Lesson4MaintenanceServiceGoalLearnhowtoaskguestsaboutthemaintenanceproblems.LookandLearnDialogueReadingLearnMoreWordsandPhrasesLookandLearnDialogueReadingLearnMore4NewWordsandPhrasesLookandLearnWritethecorrecttermsbelowpictures.showerunit

tap

toiletsink/basin

airconditioner

refrigeratorrefrigeratorair-conditionersink/basinshowerunittaptoilet4Dialogue1—Repairtheairconditionerandfixthetap.工程维修部John（J）来到顾客Pearson（P）房间修理空调和水龙头。J:Maintenance,mayIcomein?P:Comein,please.J:Goodafternoon,sir.WhatcanIdoforyou?P:There'ssomethingwrongwiththeair-conditioning.Icouldn'tgetanycoolair.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases4Dialogue1—Repairtheairconditionerandfixthetap.工程维修部John（J）来到顾客Pearson（P）房间修理空调和水龙头。J:Letmetakealookfirst.(Johnchecksandfixestheairconditioner.)Howdoyoufeelnow?P:Icanfeelthecoolairnow.Onemorething:nohotwatercomesoutofthetapinthebathroom.J:Oh,mayIhavealook?P:Goahead,please.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases4Dialogue1—Repairtheairconditionerandfixthetap.工程维修部John（J）来到顾客Pearson（P）房间修理空调和水龙头。J:(Johntrieshardtofigureouttheproblemandatlastfixesit.)Couldyoupleasetryitnow?P:Oh,itworkswellnow.Thankyouverymuch.J:It'smypleasure.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases4Dialogue2—Repairthelight.工程维修部John（J）来到顾客MissThomson（T）房间修理电灯。J:Goodafternoon.MissThomson.I'mheretorepairyourlight.T:That'sverynice.It'stheoneinthebathroom.Itdoesn'twork.

J:Letmehavealook.Oh,awireisloose.Now,it'sallright.T:Yes,itis.Thankyouverymuchindeed.J:It'smypleasure.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases4Dialogue2—Repairthelight.工程维修部John（J）来到顾客MissThomson（T）房间修理电灯。T:Bytheway,mytelephoneistoonoisy.Couldyoupleasehelpmewiththis?J:Sorry,I'manelectrician.Iknownothingaboutthetelephone.ButI'llcallmycolleaguetocomeassoonaspossible.T:OK.Thankyoujustthesame.J:Notatall.Good-bye,MissThomson.T:Good-bye.LookandLearnDialogueReadingLearnMoreNewWordsandPhrases1.Wemust________________howtodoit.2.Thereis______________________thetelephoneinmyroom.3.We’llsendsomeoneto________________itimmediately.4.Theboxisveryheavy,couldyou________________it?5.Letme________________.Oh,thetoiletisclogged.4LookandLearnDialogueReadingLearnMoreNewWordsandPhrasesA.Fillintheblanksandchangetheformsifnecessary.repairs

omethingwrongwith

havealookhelpsb.with

figureoutfigureoutsomethingwrongwithrepair helpmewith