酒店服务英语课件 5 客房送餐服务

酒店英语客房送餐服务

DeliveringtheroomserviceDeliveringroomserviceDiscussingandanswering

讨论并回答客房服务员早上7点50分推着餐车来到Hanks先生的门外为他送餐theroomattendantispullingthetrolleywaitingatthedoorofMr.Hanks’at7:50

结合所学知识，小组讨论：1）酒店提供的早餐和正餐通常都有什么样的餐品2）如果你是客房服务员，你认为客房送餐的服务程序有几个，各个程序应如何与客人进行英语沟通3）为客人客房送餐，早餐和正餐的服务程序一样吗？4）如何处理关于客房送餐的客人投诉呢？

引入leadingBreakfastandDinnersteakwineandglassfruitsaladpasta

tuna操练一drilloneBreakfastandDinner

salmonketchupgrilledsausagemustardsandwichUsefulwords送餐服务常用词汇

看视频，小组为单位，讨论翻译教师提供的有关客房送餐服务服务的句子,翻译句子的同时学习部分词汇Hereareyourtunasandwiches,yourmustard,yourketchupandyourcoffee.That

comesto

50yuan,plus10%servicecharge.Sothetotalis55yuanandhereisthebillWouldyou

sign

hereplease？Thankyoufor

usingroomservice.操练二drilloneconversation观看视频，总结客房送餐服务程序和常用英文语句R:Roomservice,mayIcomein?C:ComeinR:Mr.CruiseC:Yes,justputthemonthetableoverthereR:Allright,hereareyourtunasandwiches,yourmustard,yourketchupandyourcoffee.Thesandwichesis20yuaneachandthecoffeeis10yuan,thatcomesto50yuan,plus10%service.Sothetotalis55yuan

andhereisthebill.操练二drilltwoC:thankyou.CanIhaveitchargedtomyaccount,please?R:certainlysir,wouldyousignhereplease?Thankyouforusingroomservice.Goodbye.Serviceprocedureandsentences程序及语句

Greetings（knockingatthedoorgently）1Servingthefood2askingtheguesttosignthenameandroomnumber31）whereshouldtheattendantputthefood2）repeatingthedishes3）askingforpermissionandsomeremindstotheguest

ServiceprocedureExpressingthewishes

4Serviceprocedureandsentences程序及语句a.Goodmorning/Roomservice,mayIcomein/comethrough？b.Goodmorning/Roomservice,I’vebroughtyouthebreakfast.MayIcomein?a.Wherewouldyoulikemetoputthem?b.WhereshouldIputthetray?c.Thisisyourbreakfast,wehave……..d.Hereisyourbreakfast:……e.ShallIserveyourmealnow?sir

①Greetings（knockingatthedoorgently）1Servingthefood2操练三drillthreeServiceprocedureandsentences程序及语句f.ShallIservethefoodnoworleaveitinthehotcupboard?g.ShallIopenthewine/beer/juice,sir?

a.Hereisyourbillpleasecheckitb.Wouldyouliketosignthebill,please,sirc.Wouldyoupleasesignyournameandroomnumberhere?d.Wouldyoumindsigningyournamehere?

a.Thankyouforusingroomservice.Enjoyyourself.Goodbyeb.Justcallmeifyouneedanyhelp.Enjoyyourmeal,siraskingtheguesttosignthenameandroomnumber3Expressingthewishes

4Situationalroleplay情境对话通过以上归纳的内容和知识，各个小组重新编排对话情境aMiss.Millerisnotfeelingverywellafterthesightseeing.SoTinaorderedaroomservice.R.A.bringsthefoodinandaskswhathe/shecouldhelp.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practiceone

客房送餐服务（正餐）dinner以小组为单位讨论情境b:服务员来到Hanks先生的房间提供送餐服务，Hanks先生点了正餐，准备和助手们在房间用餐a.Thisisyourbreakfast.Ihaveonesteak,sandwichwithFrenchfries,onegreensaladandoneglassofsodawater,andabottleofwine.WhereshouldIputthetray?b.

ShallIserveitnoworshallIleaveitinthehotcupboardc.ShallIopenthewine,sir?d.Andtheplateisveryhot,pleasebecareful.e.Wouldyoumindringingtheroomservicewhenyoufinishyourmeal,andwewilltakethetrolleyaway?Orifyoulike,youcanleavethetrolleyoutsideyourdoor.深化一improvementone客房送餐服务（正餐）dinner注：为客人提供正餐服务时，要和客人有交流；要询问客人是否需要马上把酒打开；是否现在需要用膳，是否需要服务，然后告知客人用完膳后把餐车放在门口或是给客服中心打电话Complaints处理投诉思考并模拟情境StudentA:Youareahotelguestandcallroomservicetoaskwhyyourbreakfasthasn’tbeensentupyet.Youhungyourbreakfastdoorknobmenuat9:00p.m.beforeyouwenttobedtheprevious*night.StudentB:Youarearoomserviceattendant.Answerthecallandapologize.Promisetosendhimbreakfastrightaway.a.Iamsorrytohearthat.b.wedoapologizeforbeinglateforyourbreakfastc.Iamreallysorry.Wewillsendyourbreakfastimmediately.d.Iamsorry,sir.Yourmealwillbesentrightaway.Sorryfortheinconvenience.

深化二improvementtwoSituationalroleplay按照客房订餐和送餐的服务程序和相关英文语句，编写对话并模拟R:Goodafternoon,roomservice.HowmayIhelpyou?G:I’minalittlebind*.Ijustfoundit’smybusinessassociate’s*birthdaytoday,andI’dliketodoalittlesomethingforhim.He’llbehereinaboutanhour,soI’mpressedfor*time.R:Whatdidyouhaveinmind?G:Iwaswonderingifyoucouldarrangetohaveasmallcakebroughtuptomyroom.R:Ithinkthatcouldbearranged.We’llevenoutafewcandlesonitforyou.G:Great.There’llbefourofus,sowe’llneedfourplatesandforkstoo.R:Wouldyoulikeanythingelse?G:Dotheysellbirthdaycardsinthegiftshop?综合训练integratedpracticeSituationalroleplayR:I’msuretheydo,buttherelikely*isn’talargeselection*.G:That’sfine,I’llgodownandcheckitoutmyself.R:Anythingelse?G:Howaboutbringinganicebottleofwinetoo!R:Noproblem.CouldIhaveyournameandroomnumber,please.G:It’sPeterClintoninRoom708.Thanksalot.综合训练integratedpracticehomeworkSituationalrol