饭店情景英语（第二版）课件：客房部

MajorContents客房部ReceivingGuests迎接客人???Howtoreceiveguests?I.Leading-inBACKNEXTHowtoreceiveguests?Receivingguestsisoneofthemajordutiesofafloorattendant.Heshouldgreetguestsassoonastheywalkoutoftheliftandintothecorridor.Thenthefloorattendantshouldleadthemintotheirroomsandintroducefacilitiesandservices.Meanwhile,thefloorattendantshouldmakesurewhetherornotguestshavesomerequirements,andrespondtothemaccordingtothehotelrulesandregulations.I.Leading-inPREV.BACK迎接客人II.WorkingProcedureBACKNEXT迎接客人II.WorkingProcedure1．招呼和带领客人入住。Goodmorning/noon/afternoon/evening,Madam/Sir.女士/先生，早上好/中午好/下午好/晚上好。Welcometo...Hotel.欢迎入住××酒店。MayIseeyourroomcard?/Wouldyoupleaseshowmeyourroomcard?我可以看看您的房卡吗？/请给我看看您的房卡,好吗?PREV.NEXT迎接客人II.WorkingProcedureMayIknowyourroomnumber?/Wouldyoupleasetellmeyourroomnumber?我可以知道您的房号吗？/请告诉我您的房号，好吗？Thisway,please.请这边走。Mindyourstep,please.请小心脚步。Afteryou,please.您先请。PREV.NEXT迎接客人II.WorkingProcedure2．介绍酒店和客房的设施及服务。MayIshowyouaroundinyourroom?/MayIintroduceyoutheroomfacilities?我带您看看房间，好吗？/我给您介绍房间里的设施，好吗？Likealltheotherguestrooms,yoursisalsoequippedwithanelectronicsafe.Youcankeepyourvaluablesinit.和本酒店其他房间一样，您的房间也配置了电子保险箱。您可以把贵重物品放进去。PREV.NEXT迎接客人II.WorkingProcedureThisdirectorygivestelephonenumbersofallthedepartmentsofourhotel.Ifyouneedanyhelp,justdial“5”toreachme,orcalltherelevantdepartment.服务指南里有本酒店各个部门的电话号码。如果您需要任何帮助，请拨“5”打给我，或直接拨打相关的部门。

PREV.NEXT迎接客人II.WorkingProcedureInthebathroom,hotwaterissuppliedaroundtheclock.Ifyouturnthetapleft,youwillgethotwater;ifyouturnitright,thencoldwater.Alsoavailablearetoiletsoaps,towels,bathingtowels,bathrobes,slippers,toiletpaper,shampoo,combs,brushes,shaverandbathingcaps,etc..浴室是24小时供应热水的。如果您把水龙头拧向左边，会有热水；如果拧向右边，则是冷水。除此以外,还为您准备好了香皂、毛巾、浴巾、浴袍、拖鞋、卫生纸、洗发香波、梳子、牙刷、剃须刀和浴帽等物品。

PREV.NEXT迎接客人II.WorkingProcedureRestaurantisopenfrom6a.m.to11p.m.ItservesdeliciousChinesefoodwithlocalflavorandauthenticwesterndishes.酒店餐厅的营业时间为早上6点至晚上11点，提供具有地方风味的中餐和地道的西餐。Youcanaskforroomservice.Itisavailablearoundtheclock.Buttherewillbe15%extrachargesaddedtothetotals.您可以叫房餐服务。它提供24小时服务，但要加收总消费额的15%的服务费。

PREV.NEXT迎接客人II.WorkingProcedureHealthandRecreationCenterisopenfrom9a.m.to10p.m.IthasaNightClub,FitnessCenter,andSwimmingPool.Italsoofferssaunaandmassage.酒店康乐部的营业时间为早上9点至晚上10点，有夜总会、健身中心和游泳池，并且还提供桑拿和按摩服务。LaundryRoomisopenaroundtheclock.Ifyouneedlaundryservice,youjustleaveyourclothesinthelaundrybaginthebathroom.本酒店的洗衣房24小时营业。如果您需要洗衣服务，您可以把需要送洗的衣物放在浴室里的洗衣袋内。

PREV.NEXT迎接客人II.WorkingProcedure3．询问、回应客人的要求。WhatelsecanIdoforyou?/IsthereanythingelsethatIcandoforyou?还有其他我可以为您效劳的吗?OK,Iwilldoitrightaway./OK,noproblem.Iwillcheckitout.好的,我马上去做。好的，没问题，我这就去看看。

PREV.NEXT迎接客人II.WorkingProcedureIamafraidIamnotallowedtodoso./Wouldyoupleasewaitforamoment?IamafraidImustcheckwithmysupervisor.我恐怕不能这样做。/您能稍等一会儿吗？我得去征询主管的意见。I’msorryyouarenotsatisfiedwiththisroom.Iwillarrangetheroomchangeforyourightawayandcallthebellboyuptoyourroom.对不起,这间客房让您不满意。我会为您办理换房手续。办好后，我会马上通知行李员为您搬运行李。

PREV.NEXT迎接客人II.WorkingProcedure4．接受或拒绝小费。That’sveryniceofyou,butI’mafraidwedon’taccepttipsaccordingtothehotel’sregulations.Thankyouallthesame.您真是太好了。不过根据酒店的规定，我们是不收小费的。还是同样谢谢您。

PREV.NEXT迎接客人II.WorkingProcedure5．表达祝愿和告别。Mayyouhaveapleasantstayinourhotel./Pleaseenjoyyourstayinourhotel.祝您住店期间愉快。Goodnightandseeyoutomorrow./Haveagoodrest.Seeyou.晚安,明天见。祝您休息得好，再见。

PREV.BACK(FA:FloorAttendant

G:Guest)FA:Goodmorning,SirandMadam.WelcometoHiltonHotel.MayIseeyourroomcard?G: OK.Hereyouare.FA:Oh,it’sRoom412.Thisway,please.Hereweare.(TheFAopensthedoorandtheyenterit.)G: En,thisroomlooksnice.III.DialoguesBACKNEXTDialogue1ReceivingGuestsFA:Yes.Ithasaverygoodviewofthesea,anditiswellequipped.YoucanmakelocalcallsfreeofchargeandIDDpaycalls.FacilitiesincludecolorTVwithsatelliteprograms,mini-barandrefrigerator,teaandcoffeemakers,electronicsafe,andair-conditioner.G: Oh,Isee.Howaboutthebathroom?FA:Everythinghasalreadybeenprepared,suchastoiletsoaps,towels,bathingtowels,bathrobes,slippers,toiletpaper,shampoo,combs,brushes,ashaver,anashtrayandbathingcaps.Hotwaterissuppliedaroundtheclock.III.DialoguesPREV.NEXT Ifyouturnthetapleft,youwillgethotwater;ifyouturnitright,thencoldwater.G:Oh,that’snice.FA:Here’sthetelephonedirectory,andittellsyouthenumbersofallthedepartmentsofourhotel.Ifyouneedanyhelp,justcalltherelevantdepartmentordial“5”toreachme.G: OK,thankyouverymuch.FA: It’smypleasureandIamalwaysatyourservice.III.DialoguesPREV.NEXTFA:WhatelsecanIdoforyou?G: Wearealittlehungrynow.Wouldyourecommendsomethingtoeat?FA:Sure.I’dliketorecommendtoyouthelocalsnacks.Thecoffeeshoponthethirdfloorservesverydeliciouslocalsnacksandit’sopenfrom6a.m.to11p.m.YoucanalsotryourlocalflavoredChinesedishesinGingkoRestaurant.

III.DialoguesDialogue2IntroducingHotelService(FA:FloorAttendant

G:Guest)PREV.NEXTG: Soundsgood.Wewilltrysomelocalsnacksfirst.FA:Bytheway,ifyouwouldliketostayintheroom,youcanaskforroomservice.G: Thankyouverymuch.Onemorething,I’mfondofsports.CouldyoutellmewhereIshouldgo?FA: Sure.Wehaveahealthclubandswimmingpoolinthehealthandrecreationcenter.Youcanalsoenjoysaunaandmassagethere.Inaddition,ifyouwanttoentertainyourselfandyourfriends,thenightclubisthebestchoice.

III.DialoguesPREV.NEXTG: Thankyouverymuch.FA:Youarewelcome.IsthereanythingelseIcandoforyou?G: No,notatthismoment.Thanksalotforyourhelp.Herearesometipsforyou.FA:Thankyouverymuch,butIamnotallowedtotaketipsaccordingtoourhotel’sregulations,andit’smypleasuretobeofhelp.Ifyouneedanythingelse,pleasecallme.Iwillalwaysbeatyourservice.G: OK.Then,goodnightandseeyou.FA:Goodnight.III.DialoguesPREV.BACK楼层服务员迎客须知1．一看见有新入住客人走出电梯，就主动上前微笑着打招呼。2．请客人出示房卡，征得客人同意后帮其提拿没有交由行李员运送的行李和物品，并带领客人进入房间。3．当外国客人讲话你听不懂时，可请客人稍等，然后寻找懂外语的同事帮助解决。4. 在接待聋哑客人时，更应注意规范礼貌服务(courtesy)；如果不能用手语(signlanguage)或简单的手势(gesture)和客人交流，可适当通过书写来进行彼此间的沟通。IV.TipsforServiceBACKNEXT5．不可以高声呼喊或用大幅度手势招呼客人，以免破坏酒店的宁静气氛。6．在为客人介绍酒店的服务时，要注意观察客人是否有兴趣，不可生硬地进行推荐。7．如果客人对房间的设施不满意，要求换房时，积极主动地帮助客人和前厅沟通。IV.TipsforServicePREV.NEXTPREV.BACKV.Words&ExpressionsBACKNEXTelectronicsafe电子保险箱

valuablesn.贵重物品directoryn.指南；使用手册 satelliteprogram卫星电视节目bathroomn.卫生间 tapn.水龙头soapn.肥皂 bathingtowel浴巾bathrobe浴袍 slippersn.拖鞋V.Words&Expressionscombn.梳子 brushn.牙刷shavern.剃须刀 bathingcap浴帽localflavor地方风味 healthandrecreationcenter康乐中心authenticadj.真实的；地道的 massagen.按摩PREV.NEXTV.Words&Expressions☆客房五大功能区各设备的汉英词汇对照睡眠区床bed

床头柜nighttable

床头灯walllamp洗浴区浴缸bathtub 淋浴器shower 淋浴帘showercurtain 毛巾架towelrack 桶toilet 洗脸池sink穿衣镜dressing-upmirror 电源插座socketPREV.NEXTV.Words&Expressions起居区茶几teatable 椅子chair 落地灯standinglamp 书写区写字台writingdesk 台灯desklamp 电视机TVset 电冰箱refrigerator 电话telephone 梳妆镜making-upmirror储存区壁橱closet/wardrobe 行李架luggagerackPREV.NEXTV.Words&ExpressionsPREV.BACKVI.Exercises1.Completethefollowingdialogue.BACKNEXTReceivingGuest(FA:FloorAttendant

G:Guest)(Aguestcomesoutofthelift.Afloorattendantmeetshiminthecorridor.)FA:___________________________________________________________.G:Yes,please.Hereisourroomkey.FA:It’sRoom620.________________________________________Goodafternoon,Sir.WelcometoSheratonHotel!MayIhelpyou?Thiswayplease.HereweareatRoom620.VI.ExercisesG:Whenwillourbaggagearrive?FA:____________________________________________________G: Couldyoutellustheservicehourofthediningroom?FA:___________________________________G: Howaboutthebarandcafé?FA:___________________G: I’dliketoknowaboutotherservicesprovidedinyourhotelplease.I’mafraidit’sontheway.I’llcheckwiththebellboyrightaway.PREV.NEXTThat’saroundthecolck.Sure,Sir.It’sopenfrom6a.m.to11p.m.VI.ExercisesFA:_________________________________________________________________________________________________________________G:That’sgood.Thankyouverymuch.FA:______________________________________Noproblem.WehaveNightClub,FitnessCenter,andindoorSwimmingPool.Wealsooffersaunaandspaservice.Theyareverygreat.Mypleasureandwe’realwaysatyourservice.PREV.NEXTVI.ExercisesBACKNEXTPREV.BACK2.RolePlaySituation:Aguesthasjustcheckedinandisnowcomingoutofanelevator.Afloorattendantgreetstheguest,askstheguestfortheroomnumber,showshimtotheroomandintroducesfacilitiesandservicesofhotel.MajorContents客房部MakingUpRoom收拾客房???Howtomakeuprooms？I.Leading-inBACKNEXT客房部Howtomakeuprooms？Makinguproomsisthemajordutyofroomattendants.Theyareusuallywomenemployeesandarethusalsocalledroommaidsorchambermaids.Generallyspeaking,thisserviceisof3types:cleaningroom,makingbed,turn-downservice.I.Leading-inPREV.NEXT客房部Howtomakeuprooms？Tobemorespecific,itincludesdustingfurniture,cleaningfloor,tidyingbathroom,vacuumingcarpet,changingsanitarywares,makingbed,supplyingnecessarysupplementarythingsanditemsrequiredbyguests,fillinginallthecheckingrecords,reportingthelostanddamagedtothefloorchief.I.Leading-inPREV.BACK客房部收拾客房服务程序II.WorkingProcedureBACKNEXT客房部II.WorkingProcedurePREV.NEXT客房部1.进入客房前应征求客人的允许。Housekeeping,mayIcomein?客房部，可以进来吗?I’msorrytodisturbyou.MayIcomeintocleantheroom?抱歉打扰您了，我可以进来打扫房间吗?II.WorkingProcedurePREV.NEXT2.询问客人何时可以打扫房间。ShallIcomebacklater,Madam/Sir?女士/先生，我过一会儿再来好吗?Whendoyouthinkwouldbeconvenientforyou?您认为什么时候方便?Whenwouldyoulikemetocomeback?您认为我什么时候再来合适?客房部II.WorkingProcedurePREV.NEXT客房部3.打扫房间时请求客人的配合。MayIcleantheroomnow?/MayIbeginmyjob?现在我可以打扫房间了吗？/我可以开始工作了吗?Iamverysorryfortheinconvenience.给您带来不便，真是抱歉。Iwillfinishmyjobinabout....我会在××(时间)后完成工作。MayIusethevacuumcleaner?我可以使用吸尘器吗?II.WorkingProcedurePREV.NEXT客房部MayImoveyourthingstothedesksothatIcantidyitup?我可以把您的东西移到桌上以方便我打扫吗?MayImoveyourthingsinthebathroomsothatIcanwashit?我可以移走您在浴室里的东西以方便我清洗吗?MayImoveyourclothesonthebedsothatIcanmakeit?我可以移走您在床上的衣物以方便我铺床吗?II.WorkingProcedurePREV.BACK客房部4.打扫完客房后询问客人是否有其他要求。Excuseme,Sir.I’vefinishedmyjob.IsthereanythingelsethatIcandoforyou?先生,我已经完成工作了。还有别的什么事我可以为您效劳吗?Ifyouneedanyhelp,pleasejustcallme.Enjoyyourstayinourhotel!如果您需要我的帮助，请给我打电话。祝您住店愉快！(RM:RoomMaidG:Guest)RM:Housekeeping,mayIcomein?G:Sorry.I’monaphone.RM:ShallIcomebacklater?G:OK,howabouttenminuteslater?RM:OK,noproblem.III.DialoguesBACKNEXTDialogue1BeforeEnteringtheRoom客房部(Floorattendantisknockingatthedoorbeforesheenterstheroom.)(Tenminuteslater.)RM:MayIcomein,Sir?G:Yes,comeinplease.RM:MayIcleanyourroomnow?G:OK,goahead,please.Bytheway,howlongwillittaketofinishyourjob?RM:Inabouthalfanhour.III.DialoguesPREV.NEXT客房部(RM:RoomMaidG:Guest)RM:Excuseme,Sir.MayIcleantheroomnow?G:OK,noproblem.Goahead,please.RM:MayImoveyourthingsinthebathroomandclothesonthebed?G:OK,please.(Aboutfifteenminuteslater.)RM:Sir,myjobisdone.I’msorryfortheinconvenience.G:Allright.Itdoesn’tmatter.RM:IsthereanythingelseIcandoforyou?III.DialoguesPREV.NEXTDialogue2CleaningtheRoom客房部III.DialoguesPREV.BACKG:Yeah.Ineedthreemorebottlesof7-upintherefrigerator.Wouldyoupleasegetthemforme?RM:OK,Iwillgetthemforyourightaway.(Aboutthreeminuteslater.)RM:Hereyouare,Sir.G:Thankyouverymuch.RM:It’smypleasure.Ifyouneedanyotherhelplater,justcallme.I’malwaysatyourservice.G:OK,thankyou.RM:Hopeyouenjoyyourstayinourhotel.Seeyou.客房部应对措施1.当你在打扫客房时，客人回来了，应如何处理?

(1)看见客人回来，应主动向客人表示歉意，说明自己正在打扫房间，并征询客人是否可以继续。Sir,sorryfortheinconvenience.ShallIgoonwithmyjoborshallIcomebacklater?先生，抱歉给您带来不便。我可以继续我的工作吗？还是一会儿再回来?(2)在征得客人允许后才可继续打扫，否则应立即退出房间。IV.TipsforServiceBACKNEXT客房部3)在离开时，应礼貌地征询客人何时可以继续打扫或请客人在方便时通知自己，然后面对客人并随手将门轻轻关上,退出房间。WhenshouldIcomeback?/Whenitisconvenientforyou,pleasecallme.我何时再回来?

/当您方便时，请电话通知我。IV.TipsforServicePREV.NEXT客房部2.收拾客房时不小心损坏了客人的东西，怎么办?(1)做客房卫生时应该小心谨慎，对客人放在台面上的东西一般不移动，有必要移动时也要轻拿轻放，卫生做完后应将其放回原处。(2)如不小心损坏客人的物品，应如实向上级反映，并主动向客人赔礼道歉(如果物品贵重,应有主管或经理陪同)承认自己的过失。

Iamreallysorryforthat.ItisallmymistakeandIwillcompensateforit.实在对不起,都是我的过错，我会做出赔偿的。(3)如果客人要求赔偿，则根据具体情况给予赔偿。IV.TipsforServicePREV.NEXT客房部3.如果楼层服务员打扫客房时发现某些设施被损坏了，应如何处理?

(1)若客人在场,应立即告知客人，婉转地向其了解原因，并将此情况报告领班。Excuseme,Sir/Madam.××hasbeendamaged.MayIknowwhenitisso?先生/女士,××已经被损坏了。能劳驾您告诉我它从什么时候开始就成了这个样子吗?IV.TipsforServicePREV.NEXT客房部(2)如果是客人的责任，则礼貌地向其说明酒店的赔偿制度。

Sir/Madam,Iamafraiditshouldbecompensatedforaccordingtothehotel’sregulations.先生/女士，恐怕根据酒店的规章制度您得对它进行赔偿。IV.TipsforServicePREV.BACK客房部(3)在客人不承认的情况下，同客房部宾客服务中心领班和楼层主管一起向客人作解释、说明工作。必要时可请大堂副理协助解决，避免饭店利益受损。Sir/Madam,wouldyoupleasecompensateforit?Otherwisewewillbeputintotrouble.先生/女士,请您对它进行赔偿，好吗？否则我们就有麻烦了。(4)需求客人赔偿时，可视实际情况酌情减免赔偿费用。IV.TipsforServicePREV.BACK客房部V.Words&ExpressionsBACKNEXTroomattendant客房服务员 vacuumn.真空vacuumcleaner真空吸尘器 turn-downservice做夜床inconveniencen.不便 convenientadj.方便的compensatev.赔偿 makecompensation做出赔偿客房部V.Words&ExpressionsPREV.BACK客房部VI.ExercisesBACKNEXT1.Matchthejobswiththestafflistedbelowandwritethelettersintheblanks.

客房部(RM:RoomMaidG:Guest)(Mr.andMrs.Blackaresittingintheroomwhenaroommaidknocksatthedoor.)RM:__________________________?G:Comeonin,please.RM:Goodevening,Mr.andMrs.Black._____________________________?G:OK,thankyou.Butyouseeweareexpectingaguestinaminute.CouldyoujusttidyupthebathroomandbringussomemoreCokesinthemini-bar?Turn-downServiceHousekeeping.MayIcomeinMayIdotheturn-downservicenowRM:__________________________________________________________.(Tenminuteslater.)RM:MayIcomein,Sir?G:Yes,please.RM:Hereare_____________________________________.______________________________?G:OK,goahead,please.RM:It’sgrowingdark.__________________________?G:OK,thankyouverymuch.RM:_______________._____________________________________________?G:Notatthemoment.Thankyou.VI.ExercisesPREV.NEXT客房部I’lldothebathroomnowandcomebacklaterwithsomemoreCokestheCokesandsomeicecubesyoumightneedShallIdrawthecurtainsforyouIt’smypleasureIsthereanythingelseIcandoforyou,Mr.&Mrs.BlackMayIdotheturn-downservicenowVI.ExercisesPREV.BACK2.Roleplay.Situation:Aroommaidhasjustfinishedhercleaninginaroom.Theguestoftheroomaskedhertocleantheroomearlynextdaysothathisfriendscouldcomeandvisithim.客房部MajorContents客房部LaundryService洗衣服务???Whatisalaundryservice?I.Leading-inBACKNEXTWhatisalaundryservice?LaundryserviceisoneofthemostimportantservicesofHousekeepingDepartment,whichincludesgivinginformationaboutlaundry,receivinglaundry,checkingclothesbeforelaundry,makingspecialstatements,askingforspecialrequirementsanddealingwithcomplaints.I.Leading-inPREV.BACK迎接客人II.WorkingProcedureBACKNEXT洗衣服务流程II.WorkingProcedure1.洗衣服务说明。Clothesreceivedbefore12:00willbereturnedby18:00inthesameday;andthosereceivedafter12:00willbesentbackbynoonthenextday.每天中午12点以前送洗的衣服在当天下午6点就能被洗好送回；12点以后送洗的则在第二天中午前才能被洗好送回。Thereisaratelistinthelaundryformonthedesk.在桌上的洗衣单里有价目表。PREV.NEXTII.WorkingProcedureWehaveaspecialexpresslaundryservicewith50%extracharge.Theclotheswillbereadywithintwohours.我们有加收50%服务费的快洗服务，可以在两小时内洗好并送回您的衣服。2. 收取送洗衣服。Iwillcomeimmediately.我很快就来。Yourclotheswillbereturnedby6:00p.m.today.今天下午6点以前您的衣服就会被送回来。PREV.NEXTII.WorkingProcedureI’mafraidit’stoolatefortoday’slaundry.Yourclothescanonlybereadybynoontomorrow.现在恐怕已经过了今天的洗衣时间。您的衣服只能在明天中午才能洗好了。Thisisthelaundryformwithratelist.这是含价目表的洗衣单。Pleasefillinthelaundryform.请您填写洗衣单。3. 检查送洗衣物。I’mafraidthereissomethingwrongwithyourlaundry.我恐怕您的送洗衣物有点问题。PREV.NEXTII.WorkingProcedureThereisasmallhole/stain/fadein/onyourclothes.您的衣服上有一个小洞/一块污渍/一块褪色了。Oneofyourshirt’sbuttonsismissing.您的衬衫掉了一颗纽扣。Wouldyoupleasesignhereaboutthis?请您在这儿签名，好吗?Theclothesreadyforlaundrydon’tmatchwiththeitemsonthelaundryform.您送洗的衣服和洗衣单上所填写的项目不符合。Isthereanythingmissing?您漏填了什么吗?PREV.NEXTII.WorkingProcedureWouldyoupleasefilloutanewform?请您另外填一张表好吗?Arethesealltheclothesthatarereadyforlaundry?您要送洗的衣服就这些吗?4．特别声明。I’msorrythatwedon’thavethenecessaryequipmenttocleanleather.对不起，我们没有洗皮质衣服的设备。PREV.NEXTII.WorkingProcedureI’msorrythatwedon’thavethenecessaryequipment,sowedon’twanttoriskdamagingyourclothes.对不起，我们没有相关的设备，所以我们不想冒险，怕损坏了您的衣服。5．询问特别洗涤要求。Sir/Madam,isthereanyspecialrequirementsforyourlaundry?先生/女士，您对送洗的衣服有什么特殊的要求吗?Doyouwantyourclothesironed/dry-cleaned/mended/buttoned?PREV.NEXTII.WorkingProcedure您的衣服需要熨烫吗？/干洗吗？/缝补吗？/缝上纽扣吗？6．处理投诉。Iwillcheckitrightaway.我马上就去查看。Iwillcheckwhetherornotyourclotheshavebeenreturned.我会去检查，看您的衣服是否已经被送回来了。I’msorrythatImissedoneofyourclothes.对不起，我弄丢了您的一件衣服。PREV.NEXTII.WorkingProcedureI’msorryfortheinconveniencewe’vebroughtyou.我为给您带来的不便感到抱歉。Wewillrefundthecostofthelaundryandbuyanewoneforyou.我们会退还您的洗衣费，并买一件新的给您。PREV.BACK(C:Clerk

J:James)C:Goodmorning.LaundryService,mayIhelpyou?J: Goodmorning.MywifeandIwouldliketohavesomelaundrydone.Whencanwegetthemback?C:By6:00p.m.today.Clothesreceivedbefore12:00noonwillbereturnedby6:00p.m. inthesameday;andthosereceived after12:00noonwillbesentback bynoonthenextday.III.DialoguesBACKNEXTDialogue1SpecifyingLaundryServiceJ: Then,howabouttherate?C:Youmayrefertoourratelist,Mr.James.Youcanfindoneintheclosettogetherwiththelaundrybag.J: Isthereanyexpresslaundryservice?C:Yes,Sir,wedohaveaspecialexpresslaundrywithintwohours,buttherewillbe50%extracharge.J: Allright,we’lltaketheexpressone.C:OK,Iwillcometocollectyourlaundryimmediately.J: Seeyou.III.DialoguesPREV.NEXTC: Laundryservice,mayIcomein?J: Comein,please.C: Goodmorning,Mr.andMrs.James.J: Goodmorning.Weneedexpresslaundryservice.Hereisourlaundry.C: OK,Mr.James.Wouldyouplease fillinthelaundryform?J: Allright.Hereyouare.III.DialoguesDialogue2CollectingLaundryinGuestroom(C:Clerk

J:James)PREV.NEXTC:Sorry,Mr.James.I’mafraidthereissomethingwrongwithyourlaundry.J: What’sit?C:Thereisasmallholeinyourshirtandtheclothesdon’tmatchwiththeitemsonthelaundryform.J: Oh,Isee.C:Wouldyoupleasefillinanewformandsignhereaboutthehole?J: Allright.OK,it’sdone. Hereyouare.

III.DialoguesPREV.NEXTC:Thankyouverymuch.Doyouwanttohavetheshirtmended?J: OK,thatwillbefine.C:Isthereanyspecialrequirementsforyourlaundry?J: No,butIwouldlikemytrousersdry-cleaned,becausethecolorwillrunoffifit’swater-washed.C:OK,I’vegotit.J:Thankyouverymuch.C:It’smypleasure.Haveaniceday,Mr.andMrs.James.III.DialoguesPREV.BACK注意事项和应对措施1．服务员收取衣物时应注意哪些事项?(1)无论是干洗(drycleaning)、水洗(washing)还是烫熨(pressing)，也不管要求普通服务(standardlaundry)还是快洗服务(expresslaundry)，都要求客人预先填好洗衣单，并在上面注明自己的姓名、房号、日期、所需洗涤各类服装的件数(laundrycount)，并标明要求提供普通服务还是快洗服务。IV.TipsforServiceBACKNEXTSir/Madam,pleasefillinthelaundryform.PleasespecifythoseitemslikeDryCleaning,WetCleaning,Pressing,StandardLaundry,andExpressLaundry.Yourname,roomnumber,dateandtotallaundrycountshouldalsobeputintheform.先生/女士，请您填好洗衣单，特别是要注明是否需要干洗、湿洗、熨烫，是普通服务还是快洗服务，并写明姓名、房号、日期和所需洗涤衣物的总件数。IV.TipsforServicePREV.NEXT(2)酒店员工进房收取待洗衣物时，要仔细核对洗衣单中所填洗涤衣物的数目是否与收取的衣物相符，同时检查一下口袋内有无物件，纽扣是否脱落，有无损毁、污损(stain)、褪色(fade)等情况。若发现有以上问题，应向客人指明，并在洗衣单上注明。Sir/Madam,Iamafraidthereissomethinginthepocket.先生/女士，好像这件衣服的口袋里有些什么东西。IV.TipsforServicePREV.NEXTSir/Madam,Iamafraidthereisasmallhole/stain/fadein/onyourshirt.Wouldyoupleasespecifyitinthelaundryform?先生/女士，好像您的衬衫上有个小洞/有块污渍/有点褪色。请您在洗衣单上注明好吗?(3)做好与洗衣房的沟通和协调，准时、准确送还已洗涤好的衣物；如果客人验收时发现衣物有污损，应先安抚好客人的情绪。如果确定是属于酒店方的责任，则应积极帮助其索赔。IV.TipsforServicePREV.NEXTIamreallysorryforthat.Don’tbeworried.Iwillhelpyouwiththecompensation.非常对不起。请不要担心，我会帮您处理赔偿的。2．客人提前离店但送洗的衣服还未洗好，怎么办?(1)不管是何原因都应向客人道歉。I’mextremelysorrythatyourlaundryhasnotbeenreadyyet.

非常抱歉您的衣服还没有洗好。IV.TipsforServicePREV.NEXT(2)然后将衣服清洗情况向客人予以说明。Yourlaundrywillbereadyintwohours.您的衣服会在两小时后洗好。(3)如来得及，应马上清洗好送到客人房间。(4)如来不及，也应包装好送到客人房间，同时视情况给客人减免其他项目的洗衣费。IV.TipsforServiceBACKNEXTPREV.NEXTPREV.BACKV.Words&ExpressionsBACKNEXTspecifyv.指定；详细说明laundryn.洗涤；待洗衣物；已洗衣物laundryform洗衣单laundrycount洗衣数量 expresslaundryservice快速洗衣服务stainn.污渍 fadev.&n.褪色buttonv.&n.(缝)纽扣 missingadj.缺少的；不在的V.Words&Expressionsmatchwith匹配；符合 leathern.皮革、皮革制品equipmentn.设备；装备 riskv.&n.冒险；危险ironv.&n.熨烫；熨斗 dry-cleanv.干洗mendv.&n.修理；修补 refundv.退款extracharge额外费用 pressv.熨烫(color)runoff掉色 compensationn.赔偿PREV.NEXTV.Words&ExpressionsPREV.BACKVI.Exercises1.Completethefollowingdialogue.BACKNEXTMis-delivery(C:Clerk

G:Guest)C:___________________________________________?G:Comein,please.C:I’msorry__________________.I’vebroughtyourlaundry.____________________________________?G:Yes,that’srightnow.Putthemonthebedplease.Laundryservice.MayIcomein?forthemis-deliveryWouldyoupleasehaveacheck?VI.Exercises1.Completethefollowingdialogue.C:______________________________________________________________?G:It’sOK.Nothingelseatthemoment.C:____________________________________________.

I’mreallysorryforalltheinconveniences.AnythingelseIcando,MadamThankyouforyourunderstandingandhaveanicedayPREV.NEXTVI.ExercisesBACKNEXTPREV.BACK2.RolePlaySituation:Aguestisgoingtoattendapartythisevening.Heasksthehousekeepingdepartmentifthereisexpresslaundryserviceinthehotel.Hewantshissuitpressedandhasthestainremovedassoonaspossible.MajorContents客房部MiscellaneousServices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.WorkingProcedureBACKNEXTII.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?Haveyougotsomemedicineswit