1、LOGOUnit 7 Chamber ServicesChamber ServicesHow to clean a room 如何為顧客清理房間如何為顧客清理房間How to offer turn-down services如何提供做如何提供做夜床服務夜床服務 Aims of StudyingWarming-up ExercisesExercises II: Make up a dialogue based on the following situation and role-play it to the class. 諾貝爾先生在天天酒店入住諾貝爾先生在天天酒店入住,他住了幾天了他住了幾天

2、了,房間門口都一直掛著房間門口都一直掛著“請勿打請勿打擾擾”(DND)的牌子的牌子,所以都沒有進行過房間的清潔所以都沒有進行過房間的清潔,清潔工簡敲開了他的房門清潔工簡敲開了他的房門,詢問清潔詢問清潔事宜事宜 請你和你的同學準備該對話請你和你的同學準備該對話,并在班上表演并在班上表演 Hot TipWhat you should be able to know你應該知道的知識你應該知道的知識Task Procedure任務流程任務流程 Room Cleaning Procedure 清潔房間流程清潔房間流程 Knock at the door gently three times. 輕輕地敲三

3、下門。 Say:“ Housekeeping.” 通報“客房服務”。 Ask the guest whether you can come into the room. 詢問客人是否允許進房間。 Greet the guest. 問候客人。 Ask the guest whether you can clean the room now. 詢問客人現在是否可以打掃房間。 Clean the room.打掃房間。 Open the window.打開窗戶。 Dispose the rubbish. 倒垃圾。 Make the bed.做床。 Clean the bathroom. 清潔衛生間。

4、Replenish the suppliers.補充客房物品。 Vacuum the floor.吸塵。 Self-check.自查。 Express your wishes to the guest.表達對客人的祝愿。 Knock at the door gently three times. 輕輕地敲三下門。 Say:“Housekeeping.”通報“客房服務”。 Ask the guest whether you can come into the room. 詢問客人是否允許進房間。 Greet the guest.問候客人。 Ask the guest whether he wan

5、ts turn-down service now. 詢問客人是否現在需要做夜床服務。 Turn-down Services Procedure 做夜床服務流程做夜床服務流程 Turn down the bed. 做夜床。 Drop the curtain. 放下窗簾。 Clean the bathroom and bring in the fresh towels. 清潔浴室，放上干凈的毛巾。 Check around to make sure everything is done. 核查一遍，以確保該做的都做好了。 Express the wishes to the guest. 向客人表達

6、祝愿。Hot TipTask Skills任務技巧任務技巧 Before entering a guest room, knock at the door three times slightly, and then announce: “Housekeeping. May I come in?”:“Good evening. May I turn down your bed?”在進客房前，輕敲三下門，然后通報：在進客房前，輕敲三下門，然后通報：“客房部服務員，我可客房部服務員，我可以進去嗎？以進去嗎？” Room Cleaning 清潔客房清潔客房 Entering the room, gr

7、eet the guest in a warm and natural voice:“ Good morning. May I clean the room now?”進入客房后，熱情而自然地問候客人：進入客房后，熱情而自然地問候客人：“上午好。我現在可以上午好。我現在可以打掃房間嗎？打掃房間嗎？” If the guest doesnt want the room to be cleaned now, ask what time is convenient and come back to the room for cleaning at the convenient time.如果客人不想

8、馬上打掃房間，要詢問何時方便，然后在客人如果客人不想馬上打掃房間，要詢問何時方便，然后在客人認為方便的時候打掃。認為方便的時候打掃。Hot TipUseful Knowledge實用知識實用知識 Some useful words and expressions in the chamber services 客房服務常用詞匯及表達客房服務常用詞匯及表達pillow 枕頭 blanket 毯子 sheet床單 mattress床墊carpet地毯 electric pot電水壺extra bed加床King-sized beds 大床 envelope 信封laundry bag洗衣袋 coa

9、t hanger衣架clothes brush衣刷 postcard 明信片 quilt 被子 extra blanket 備用毯 bed cover/ bed spread 床罩 curtain 窗簾 coffee table 咖啡桌thermos 熱水瓶 table lamp 臺燈ashtray 煙灰缸 sewing 線包laundry list 洗衣單 shoe shine cloth 擦鞋布shoe basket 鞋筐 rubbish bin 垃圾桶tissues 面巾紙 face towel 面巾shower cap 浴帽 shampoo 洗發水toothpaste 牙膏 comb

10、梳子 shaving kit 剃須刀 shaving cream 剃須膏 foot mat 腳墊 slipper 拖鞋 cotton buds 棉花簽 bathroom 浴室 towel 毛巾 bath towel 浴巾 soap 肥皂 toothbrush 牙刷 hair dryer 吹風機 razor 剃須刀toilet paper 衛生紙 bathtub 浴缸wash basin 面盆 shower curtain 浴簾toilet cover 馬桶蓋Hot Tip Some useful expressions in the guest room 客房服務常用表達Over here i

11、s the _.view of the park 這邊是公園的景致。sitting area 這邊是會客廳。bathroom 這邊是浴室。hotel information and list of services 這邊是酒店的相關信息和服務項目safe 這邊是保險柜。Please use _ if you _.door hangers,want room breakfast 如果您想在房內用早餐，請使用門把菜單these buttons,want the room to be cleaned 如果整理房間，請使用這些按鈕。this door hanger,dont want to be di

12、sturbed 如不想被打擾，請使用門把吊牌。this card,need turn-down service 如需做夜床服務，請使用這張卡片。this phone,need help in an emergency 如需要緊急援助，請使用這個電話Please feel free to use _in the bathroom.the hair dryer 浴室里有吹風機，請自便。the lotion 浴室里有潤膚露，請自便。all the shampoo and conditioner 浴室里有香波和護發素，請自便。the bath salts 浴室里有浴鹽，請自便。the emery bo

13、ard 浴室里有指甲銼，請自便。Complimentary amenities in the room include _.two bottles of water 客房里的免費物品包括兩瓶水。cable TV 客房里的免費物品包括有線電視。an iron 客房里的免費物品包括一個熨斗。extra pillows 客房里的免費物品包括備用枕頭。slippers 客房里的免費物品包括拖鞋。Every room has _.a safe 每間客房都有一個保險柜。a shoe shine mitt 每間客房都有一個擦鞋柜。a telephone 每間客房都有一部電話。an ironing board

14、 每間客房都有一塊熨衣板。wake-up call service 每間客房都有叫早服務。This hotel room has _.a hot water boiler 這間客房有一個煮水器。complimentary tea 這間客房有免費茶葉。complimentary coffee 這間客房有免費咖啡。non-dairy cream 這間客房有脫脂奶油。Please let me know if you need_.anything 如果您有任何需要請告訴我們。another toothbrush 如果您還需要牙刷請告訴我們。more toothpaste 如果您還需要牙膏請告訴我們。

15、more water 如果您還需要水請告訴我們。more hangers for close 如果您還需要衣架請告訴我們。ExercisesExercise I: Complete the following dialogue according to the Chinese in brakets and then read it in roles.J=Jane (Housemaid ) S=Stephen Nobel (Guest)J: Knocking three times, Turn-down service. May I come in?S: Come in, please. But

16、 Im waiting for my friends to a nightclub. (你等一下再來你等一下再來,好嗎好嗎?)J: Certainly, sir, but it is 10 oclock, and I go off at 11 p.m. (如果您愿意如果您愿意,我我10點半鐘再來吧點半鐘再來吧 )S: Well, I dont know. They are a little late.J: Dont worry. (您可以把您可以把“請勿打擾請勿打擾”的牌子掛出去的牌子掛出去,我看見后就不會來敲門的我看見后就不會來敲門的 )Could you come back later?

17、_Would it be convenient if I return at half past ten? _Put out a “DND” sign. And if I see it, I wont knock again. _ExercisesExercise I: Complete the following dialogue according to the Chinese in brakets and then read it in roles.S: Then nobody will make up my room.J: Oh, I dont think so, sir. If yo

18、u dont remove the sign when I leave (我會讓值夜班的服務員來幫您整理的我會讓值夜班的服務員來幫您整理的 )I wish you a good night.S: Thanks. Good night.I will let the overnight staff to make up your room. _DialoguesDialogue 1J: Housekeeping. May I come in?S: Yes, please.J: When would you like me to do your room, sir?S: You can do it

19、now if you like. I was just about to go down for my breakfast when you came. But before you start, would you do this for me?J: Yes, what is it?S: Please bring me a flask of hot water. I need some hot water to wash down medicine after breakfast.J: Im sorry that your flask is empty. Ill go and get you

20、 another flask thats full at once.S: Thank you.Room Cleaning 清理房間清理房間J=Jane (Housemaid ) S=Stephen Nobel (Guest)Translation返回DialoguesJ=Jane (Housemaid) S=Stephen Nobel (Guest)J: 客房服務客房服務 我可以進來嗎我可以進來嗎?S: 可以可以 J: 先生先生,什么時候方便我來打掃房間什么時候方便我來打掃房間?S: 隨時都可以隨時都可以 你進來時我正要下去吃早飯你進來時我正要下去吃早飯 在打掃之前在打掃之前,能幫我個忙嗎能幫

21、我個忙嗎?J: 好的好的,什么事什么事?S: 請幫我拿壺熱水請幫我拿壺熱水,我早飯后要服藥我早飯后要服藥 J: 很抱歉您的水壺空了很抱歉您的水壺空了 我去幫您再取一壺我去幫您再取一壺 S: 謝謝謝謝 清理房間清理房間 DialoguesDialogue 2S: Who is it?J: I am the housemaid. May I come through, please?S: Come in.J: Good morning, sir. Im sorry to disturb you.S: It doesnt matter.J: Id like to clean the room. Ma

22、y I do it now?S: Well, Im a bit tied up at the moment. Can you come again?J: What time would it be convenient, sir?S: Let me see. Could you come around 12:00?J: Im sorry, sir. No cleaning can be done between 12:00 noon and 2:00 p.m. May I come between 2:00 and 3:00 p.m.?S: I guess so. Ill be out then anyway.Room Cleaning 整理房間整理房間J=Jacky (Housemaid ) S=Stephen Nobel (Guest)Translation返回DialoguesJ=Jane (Housemaid) S=Stephen Nobel (Guest)S: 是誰呢是誰呢?J: 我是服務員我是服務員,可以進來嗎可以進來嗎?S: 請進來請進來 J: 早上好早上好,先生先生 很抱歉打擾您了很抱歉打擾您了 S: 沒有關系沒有關系 J: 我現在要來打掃房間我現在