酒店服务英语课件 3 洗衣服务

酒店英语

洗衣服务

LaundryserviceHousekeeping

Laundryservice洗衣服务告知tellingBriefintroductionoflaundryservice

洗衣部简介

laundryservice

laundryserviceismadeupofwashingandvaletservice.Thevaletserviceincludesdrycleaningandironing(pressing).Inhotels,thelaundryandvaletservicestakecareoftheneedsoftheguestsandthehotelitself.Oneofthemostimportantthingsisthatyoumustbecarefulwithlaundrywhenworkingonthemandshouldnotmakeanydamagesonthelaundry.

Briefintroductiontothelaundryservice.1)Laundrymancomestotheguestroomtocollectslaundry.2)Guestfillinthelaundrylist.3)Afterlaundry,clotheswillbedeliveredtotheguestroom引入leadingStaffworkinginthelaundrydepartment

洗衣部员工laundrysupervisor

洗衣主管laundryman洗衣工valet熨衣工roomattendant

客房服务员housemaid

客房服务员操练一drilloneUsefulwordsoflaundryservice

洗衣服务常用词汇选词/组填空根据提示，完成下列句子laundrylist洗衣单laundryindemnity洗衣赔偿laundrydamage洗衣损坏laundrybag洗衣袋laundrycharge洗衣费用servicecharge/extracharge服务费expressservice快洗服务sameday当日取nextday次日取regularservice正常洗professionalequipment专业设备stitch缝缀stain污点item衣服的件colorfast不褪色removethestainstitch/sewonthesebuttonspleasechecktheitemsonebyoneIhaveasilkdresswhichIdon'tthinkiscolorfast.Willthecolorruninthewash?starch上浆shrink缩水fade

褪色dry-cleaning

干洗ironing

熨烫操练二drilltwoUsefulwordsoflaundryservice

洗衣服务常用词汇washing

洗，水洗drycleaning干洗ironing熨烫dyeing上色starch上浆shrink缩水fade褪色stitch缝缀

stain污点item衣服的件colorfast不褪色

laundry洗衣服，要洗的衣服laundryman洗衣工laundrylist洗衣单laundrybag洗衣袋laundrycharge洗衣费用laundrydamage洗衣损坏laundryindemnity洗衣赔偿expressservice快洗服务sameday当日取nextday次日取regularservice正常洗Usefulwordsoflaundryservice

洗衣服务常用词汇

1.removethe_stain______(去除污点）2._stitch_/sewon______

thesebuttons（缝扣）&

mend3.Pleasecheckthe_items_____onebyone.（一件一件地）4.IhaveasilkdresswhichIdon'tthinkiscolorfast__.Willthecolorruninthewash?(褪色）fade5.Pleaserefertothe_laundrylist__forfurther

_information_.(洗衣单,信息)6.For__expressservice__(快洗服务）,wedeliverthelaundrywithin3hours,butweadd50%__servicecharge____(服务费）Usefulwordsoflaundryservice

洗衣服务常用词汇①如果您想了解更进一步的信息，请参照洗衣单Pleaserefertothelaundrylistforfurtherinformation.②对普通洗的衣物，早上11点前收取，我们同一天晚上9点前给您送还，下午3点前收取的，第二天中午之前送还Forclothesreceivedbefore11:00a.m.,we’lldeliverthemtoyourroomby9:00p.m.thesameday;Andforthosereceivedbefore3:00p.m.,youmaygetthembackbynoonthenextday.Usefulwordsoflaundryservice

洗衣服务常用词汇③快洗服务3个小时之内给你送还，但是要加收15%的服务费Forexpressservice,wedeliverthelaundrywithin3hours,butweadd50%servicecharge

④普通洗，我们有当日取和次日取；快洗，有快洗和快熨服务。Forregularservice,wehavesame-dayserviceandforexpressservice,wehaveexpressandexpresspressingservice.⑤如果洗衣有损坏，我们会赔偿，但费用不会超过洗衣费用的10倍

Weshouldcertainlypayforthelaundrydamage,butthelaundryindemnitywillnotexceedtentimesofthelaundrycharge.⑥我们的员工很有经验并且也有专业的设备Thestaffinthelaundrydepartmentareexperiencedandwealsohavetheprofessionalequipments.YOURSITEHEREServiceprocedure

洗衣服务程序GreetingsCollectingthelaundry

Askingfortheguest’srequest

TellingtheguesttofillinthelaundrylistExpressingthewishes

操练三drillthreeServiceprocedureandsentences

洗衣服务程序及常用英文表达a.Goodmorning,housekeeping,mayIcomein?b.Goodafternoon,mayIcomethrough?

a.Goodmorning，I’mheretocollectyourlaundryb.Excuseme,haveyougotanylaundry？/doyouhaveanylaundry?c.Excuseme，thelaundrymanisheretocollectyourlaundrya.Ifyouhaveany,pleasejustleaveitinthelaundrybag.b.Pleasetellusornotifyinthelaundrylistwhetheryouneedyourclothesironed,mended……c.Doyouhaveanyspecialrequest?d.Whenwouldyouliketogetthemback？1.Greetings2.Collectingthelaundry

3.Askingfortheguest’srequestServiceprocedureandsentences

洗衣服务程序及常用英文表达Willthecolorruninthewash?Wouldyoulikeexpressserviceorsameday?Iwouldlikethissweatertobewashedbyhandincoldwater.(itmightshrink)Wewilldeliverthemtomorrowevening….Iwillhaveexpressservice.3.Askingfortheguest’srequestServiceprocedureandsentences

洗衣服务程序及常用英文表达Wouldyoupleasefillinthelaundrylist?Wouldyoumindfillingin/outthelaundrylist?Wouldyouliketofillin/outthe.....?PleasefilloutthelaundrylistCouldyoufilloutthelaundrylist?a.Gladtobeofyourserviceb.Certainly,madam.I’mgladtohelpc.IfthereisanythingIcandoforyou,justletmeknow4.Tellingtheguesttofillinthelaundrylist5.Expressingthewishes

Situationalroleplay

情境对话重新编排情境a对话

上午九点，客房服务员来到Miller女士的房间外，准备敲门进入收取Miller先生要洗的dress，并得到允许。要求：每组选出一名学生扮演miller女士，一名学生扮演客房服务员；服务程序全面；注意服务礼貌训练一

practiceoneSituationalroleplay

情境对话SampleAG=Guest,M=RoommaidM:Goodmorning.Housekeeping.MayIcomein?G:Yes.M:MayIcollectyourlaundry?G:Yes,it’sinthelaundrybag.M:Thankyou,ma’am.Pleasefillinthelaundrylistanddon’tforgettosignyournameatthebottomoftherighthandside.G:Yes.Bytheway,howlongdoesittakeforlaundry-cleaning?Ineedtowearmyeveningdresstomorrownight.M:Forclothesreceivedbefore11:00a.m.,we’lldeliverthemtoyourroomby9:00p.m.thesameday.G:Oh,Thankyou,that’searlyenough.M:You’rewelcome,Madam,isthereanythingelseIcandoforyou?G:No.thankyouM:Haveaniceday,MissMillerDiscussingthesituation

情境讨论以小组为单位讨论情境b:

服务员来到Hanks先生的房间提供洗衣服务，但是Hanks先生此时没有要洗的衣服，他问了几个有关洗衣服务的问题（关于洗衣损坏；快洗和普通洗的区别），服务员听懂Hanks先生的问题，并一一作答要求：以小组为单位整理出服务员的英文语句；注意服务礼貌，禁忌注意红线的句子，要求背诵深化一

improvementoneSpecialsituation

特殊情境SampleB(A:RoomAttendantB:Guest)A:Excuseme.Haveyouanylaundry?Thelaundrymanisheretocollectit.B:No,notnow,thankyou.A:Ifyouhaveany,pleasejustleaveitinthelaundrybagbehindthebathroomdoor.Thelaundrymancomes(over)tocollectiteverymorning.B:Thankyou.A:Pleasetellusornotifyinthelistwhetheryouneedyourclothesironed,washed,dry-cleanedormendedandalsowhattimeyouwanttogetthemback.B:Isee.What’sthedifferencebetweentheexpressandregularserviceSpecialsituation

特殊情境A:Forregularservice,theclothesreceivedbefore11:00a.m.,we’lldeliverthemtoyourroomby9:00p.m.thesameday;andforthosereceivedbefore3:00p.m.,youmaygetthembackbynoonthenextday.Forexpressservice,wecollecttheclothesallday,anddeliverthemwithin3hours,butweadd50%servicecharge.B:Oh,Isee.Whatifthereisanylaundrydamage?Iwonderifyourhotelhasapolicyondealingwithit.A:Insuchacase,thehotelshouldcertainlypayforit.Theindemnityshall/willnotexceedtentimesofthelaundryfee.B:Thatsoundsquitereasonable.Ihopethere'snodamageatall.A:Don'tworry,sir.TheLaundryDepartmenthaswideexperienceintheirwork.B:Allright.Thankyouforyourinformation.A:Notatall.Specialsituation

特殊情境SampleC(A:LaundryclerkB:MrsBell)A:WhatcanIdoforyou?B:Couldyousendsomeoneupformylaundry,please?Room908,Bell.A:Certainly,MrsBell.Avaletwillbeupinafewminutes.B:Good.IalsohaveasilkdresswhichIdon'tthinkiscolor-fast.Willthecolorruninthewash?A:We'lldry-cleanthedress.Thenthecolorwon'trun.B:You'resure?Good！Andtheliningofmyhusband'sjackethascomeunstitched.Itmighttearoverfurtherwhilewashing.A:Don'tworry,madam.We'llstitchitbeforewashing.B:That'sfine.Now,whencanIhavemylaundryback?Dialoguetwo:ExpressServiceA:Usuallyittakesabouttwodaystohavelaundrydone.Butwouldyoulikeexpressserviceorsame-day?B:Whatisthedifferenceinprice?A:Wecharge50%moreforexpress,butitonlytakes3hours.B:Andforsame-day,willIgetthedressandskirtbackthisevening?A:Yes,madam.Alldeliverieswillbemadebeforesixo'clock.B:I'llhaveexpressthen.Situationalroleplay

情境对话情境d：客人需要洗一件丝绸连衣裙，并除去一个污点，冷水用手洗silkdressremovethestaincoldwaterIwouldlikethissweatertobewashedbyhandincoldwater.(itmightshrink)要求：①对话中要有提示图片的英文词汇；②可以使用提示英文语句，也可不使用③角色扮演，服务程序全，每组每个角色不得少于6句；④在同学面前展示，学生互评，老师点评homework根据提示，两人一组完成对话（二选一）A：提示词：laundryform，pen，shirt，starch，sweater，shrink，coldwater，byhandB:提示词：spillsomejuice，shirt，dry-cleaning，shrink，

wearitthisevening,要求：时间1周同学们可以从两个情境中任选一个提示中的任何单词，词组都要用到洗衣服务程序全面，不得缺少下次课在全班同学面前展示