1、Unit ThirteenUnit ThirteenLost and FoundPart OnePart One Related InformationRelated Information basic procedures types of rooms客房遺留物品處理程序與標(biāo)準(zhǔn)客房遺留物品處理程序與標(biāo)準(zhǔn): :（1）遺留物品的發(fā)現(xiàn)與保管）遺留物品的發(fā)現(xiàn)與保管 酒店員工發(fā)現(xiàn)客人遺失物品，無論價(jià)值大小，必須在第一時(shí)間上房務(wù)部（Housekeeping Department)，由其統(tǒng)一保管，同時(shí)通知前臺(tái)(Front Desk)聯(lián)系客人。如果客人已離店，則應(yīng)拿到房務(wù)中心登記保管。 拾獲人員填寫遺失、遺

2、留物品登記表(Lost Property Report)，寫清具體時(shí)間(exact time)、物品名稱(article)、數(shù)量(number)、特征(feature)、房號(hào)(room number)、拾遺地址(place)、簽名(signature)等。房務(wù)中心做好記錄，并每天書面通知大堂副理詳細(xì)情況，以備客人查詢。 貴重物品與一般物品應(yīng)分開、分類保管。如超過3個(gè)月至半年無人認(rèn)領(lǐng)，應(yīng)由客房部經(jīng)理審批移交到保安部處理。 (2)遺失物品的認(rèn)領(lǐng)遺失物品的認(rèn)領(lǐng) 前臺(tái)有關(guān)工作人員通知房務(wù)中心客人親自或委托他人來店認(rèn)領(lǐng)，并請(qǐng)客人詳細(xì)說明入住時(shí)間、遺失地點(diǎn)、遺失物品特征并出示有效證件，最后在遺失、遺留物品

3、登記表(Lost Property Report)上簽收，還需留下客人的身份證號(hào)碼及聯(lián)系地址。Part TwoPart Two Simulation TrainingSimulation TrainingUseful expressionsClassroom activitiesUseful expressions:Useful expressions:1.Im sorry to hear that. Shall we check your room for you?2. Could you give us some information about your lost item?3.Whe

4、n and where did you last see it?4.We will check there with the security section.5.We will try our best to find it for you.6.This is Lost and Found. We have found your cell phone.7.Could you tell me what is in your bag?8. Could you check the contents in your parcel?9. Could you sign here please?10. Y

5、ou are welcome. We are glad to do that for you.Activity 1 Directions: Complete the following dialogues (H=Housekeeper G=Guest)H: (失物招領(lǐng)處。）失物招領(lǐng)處。） Can I help you? Lost and Found.G: (我的包丟了。我的包丟了。) Ive lost my bag.H: （您能說下具體情況嗎？（您能說下具體情況嗎？) Could you tell me in detail what happened?G: (剛才我在三樓的中餐廳吃飯。）剛才我

6、在三樓的中餐廳吃飯。） Just now I was having my meal in Chinese restaurant on the third floor. I went to receive a call, when I come back(我發(fā)現(xiàn)我的我發(fā)現(xiàn)我的包不見了。）包不見了。） I found my bag was missing.H: (不要擔(dān)心，先生。我們會(huì)盡力幫助您的。請(qǐng)描述一下您的包不要擔(dān)心，先生。我們會(huì)盡力幫助您的。請(qǐng)描述一下您的包好嗎？好嗎？) Dont worry, sir. Well try our best to help you. Would you p

7、lease describe your bag?G: Its black, middle-sized.H: (您知道是什么牌子的嗎？）您知道是什么牌子的嗎？） Do you know its mark?G: Yes, it is Crocodile.H: (里面都裝有什么東西？）里面都裝有什么東西？） Could you tell me what is in your bag?G: There are (我的各種證件、大約我的各種證件、大約3000元人民幣現(xiàn)金和其它一些小東西。）元人民幣現(xiàn)金和其它一些小東西。） my various documents, 3000 Yuan notes and

8、 some other small stuffs.H: All right, sir. (您是我們的住店客人嗎？）您是我們的住店客人嗎？） Are you a guest of our hotel?G: Yes.H: (請(qǐng)說一下您的姓名和房間號(hào)。）請(qǐng)說一下您的姓名和房間號(hào)。） May I have your name and room number?G: Its Brown in room 1315.H: OK. (有消息我們馬上聯(lián)系您。）有消息我們馬上聯(lián)系您。） If we have any information about it， well contact you.G: Thank yo

9、u.H: Good-bye, Mr. Brown.Activity II put the following into English orally.Activity II put the following into English orally.這里是失物招領(lǐng)處。需要我為您效勞嗎？ This is Lost and Found. May I help you?您能告訴我箱子里都有什么東西嗎？Would you tell me what is in your suitcase?您檢查一下包裹里的物品，好嗎？Could you check the contents in your parcel

10、?請(qǐng)?jiān)谶@兒簽個(gè)字好嗎？Could you sign here please?我們已經(jīng)找到您的手提箱。 We have found your suitcase.請(qǐng)?zhí)峁┮恍╆P(guān)于您的照相機(jī)的信息好嗎？Could you provide some information about your camera?您在什么時(shí)間以及在哪里最后一次看到它？When and where did you last see it?請(qǐng)不要著急，我們會(huì)盡最大努力幫助您的。Dont worry. Well try our best to help you.Activity III Role-play.Activity III

11、 Role-play. Guest: Miss. Jennifer lost her purse, which is a canvas one with a golden LV logo and which contains some note and her passport . She asks the Housekeeping Department for help. Housekeeper: first show sympathy to the guest .Then ask the guest some details about the purse and where and wh

12、en she last used it. Ask the guest to fill in a Lost-and-Found Registration Form and try to help her find the purse.Part ThreePart Three Extended readingExtended reading Part FourPart Four Key to eKey to exercisesxercises1. lost and found2. lost property3. security section4. belongings5. owner6. mai

13、l box7. mark8. drug store/chemistsII II Give the terms or phrases according to the meanings.1. F2. T3. T4. T5. TIII True or falseIV Translation.IV Translation.Could you tell me what is in your bag?When and where did you last see your diamond necklace?Miss. Wang, we have found your mobile phone.4. Could you tell m