Unit3ServicesattheHotelContentsTeachingFocusWarmingUp

SituationalConversationsUsefulExpressionsComprehensiveTestGlossaryDiscussionSelf-EvaluationExercisesMakinguptheroomLearningnewwordsandphrasesabouthousekeepingserviceLaundryserviceTeachingFocus

laundrylistDNDsignTalkaboutthefollowingpictures,thewordsbelowmayhelpyou.WarmingUp

laundrybagturn-downservicestandardroombathroom

Conversation2SituationalConversationsConversation1

A:Housekeeping.MayIcomein?

B:Comein,please.

A:Goodmorning,sir.I’msorrytodisturbyou.

MayImakeupyourroomnow?

B:Well,butI’mabittiredrightnow.

A:I’msorryaboutthis,Icancomebacklater.

B:Thankyousomuch.

A:Whattimewouldbeconvenient,sir?

B:Whatabouttwohourslater?A:Allright.Haveagoodrest,sir.I’llcomeat10:30a.m.(Twohourslater)A:Housekeeping.MayIcomein?B:Yes,comein.A:Excuseme.MayIcleanyourroomnow?B:Ofcourse.

Alaundryman(A)getsacallfromMr.Green(B)inroom1288.Nowthelaundrymanis

collectinglaundryattheguest’sroom.Conversation2

A:Laundryservice.MayIcomein?

B:Yes,please.

A:Thankyou,sir.Doyouhaveanylaundry?

B:Yes.

A:Pleasefilloutthelaundrylist.Hereyouare.

B:OK.Whenwillitbeready?

A:Iwillgetitbacktomorrowmorning.Would

youlikeanexpressservice?

B:Whatdoyouchargefortheexpress?

A:50%surcharge.

B:Whencanitbereturned?

A:In4hours.

B:OK,I’llhavetotakeit!Thankyou.Words&Expressionsbathroom/?bɑ:θru:m/n.浴室；衛生間disturb/di'st?:b/vt.打擾，妨礙DND:DonotDisturbDNDsign請勿打擾標記牌laundry/'l?:ndri/n.洗衣房；洗好的衣服；待洗的衣服laundrylist洗衣單laundrybag洗衣袋laundryservice洗衣服務turn-downservice夜床服務attendant/?'tend?nt/n.服務人員roomattendant客房服務員trolley/'tr?li/n.手推車housekeeping/'ha?ski:pi?/n.家務，家政housekeepingdepartment客房部make/meik/vt.做n.制造makeup組成；補足；整理bit/bit/n.一點；少許adv.[口語]相當，有點兒abit/?bit/稍微；有一點兒tire/'tai?(r)/vt.使……疲憊;使……厭煩vi.厭煩;疲勞convenient/k?n'vi:ni?nt/adj.方便的；適當的ready/'redi/adj.準備好的vt.做好……的準備express/ik'spres/adj.迅速的；專門的expressservice快洗服務charge/t?ɑ:d?/n.費用surcharge/'s?:t?ɑ:d?/n.附加費，額外費用return/ri't?:n/v.返回；送還Notes

1.Housekeeping.MayIcomein?客房服務。我可以進來嗎？注：客房服務員進門之前應先敲門，總計三次，每次間隔3—5秒，給客人反應的時間。敲門三次之后沒有應答，可以用客房部鑰匙開門。在開門的同時，一邊開門一邊報：Housekeeping.MayIcomein?如：Turn-downservice.MayIcomein?夜床服務。可以進來嗎？2.I'msorrytodisturbyou.非常抱歉打擾您。注：客房服務員敲門進入房間之后，如果客人在房間，需要向客人致以歉意，以免引起客人的不悅。

3.MayImakeupyourroomnow?我現在可以打掃您的房間嗎？句中makeup注：可以用clean或者do替換。對于在房間的客人，客房服務員一定要事先征詢客人的意見，能否打掃房間。在得到客人許可的情況之下，再進行客房的清掃工作，并在工作期間，做到三輕：說話輕、走路輕、操作輕。4.Whattimewouldbeconvenient,sir?先生，您什么時間方便呢？注：客房服務員遇到不適合打掃的情況，要詢問客人合適打掃的時間，以表現出對客人的尊重和理解。5.Laundryservice.MayIcomein?Mr.Green.洗衣服務。我可以進來嗎？格林先生。注：房務中心接到客人需要洗衣服務的電話之后，在得知房號和客人姓名之后，由樓層服務員到客人房間收集洗衣。6.Doyouhaveanylaundry?請問您有洗衣需要嗎？注：詢問是否需要洗衣服務還有另外兩種表達法：Isthisforwashing?Haveyouanylaundry?7.Pleasefilloutthelaundrylist.請您填寫洗衣單。注：洗衣單通常放在壁櫥內或者寫字臺抽屜內，洗衣單的填寫非常重要，收洗衣的服務員務必要仔細清點件數并核對客人對于各類衣物洗滌方法的要求。8.Wouldyoulikeanexpressservice?您需要快洗服務嗎？注：快洗一般會加收50%的費用，應明確告知客人。UsefulExpressions

1.Housekeeping.MayIcomein?客房服務。可以進來嗎？2.I’msorrytodisturbyou.非常抱歉打擾您。3.MayImakeupyourroomnow?我現在可以打掃您的房間嗎？4.Whattimewouldbeconvenient,sir?先生，您什么時間方便呢？5.Haveagoodrest,sir.I’llcomeat10:30a.m.先生，您好好休息。我10:30再過來。6.Laundryservice.MayIcomein?洗衣服務。可以進來嗎？7.Doyouhaveanylaundry?請問您有洗衣嗎？8.Pleasefilloutthelaundrylist.請您填寫洗衣單。9.Iwillgetitbacktomorrowmorning.我將會在明天早上送回您的洗衣。10.Wouldyoulikeanexpressservice?您需要快洗服務嗎？ComprehensiveTestTask1

Task1:Role-play.Actouttheplaywithyourpartneraccordingtothefollowingsceneswiththegivenusefulexpressions.

ScenedescriptionKeyPhrasesandUsefulExpressionsScenePicturesScenario1Youarearoomattendant.Whenyouaremakinguptheguest’sroom，sheasksyoutocleanherroomearlytomorrowbecauseshewillhavesomefriendsvisither.1.Housekeeping.MayIcomein?2.I’msorrytodisturbyou.3.MayImakeupyourroomnow?4.Whattimewouldbeconvenient,madam?5.OK.I’llcleanyourroomat…tomorrowmorning.6.Laundryservice.MayIcomein?7.Doyouhaveanylaundry?8.Pleasefilloutthelaundrylist.9.Iwillgetitbacktomorrowmorning.10.Wouldyoulikeanexpressservice?

Scenario2Youarealaundryman.Youhelptheguesttofillinthelaundrylistandtelltheguestthatyoucandeliverherlaundrywithin4hourswithanextrachargeof50%ifitisurgent.Task2

CompletethefollowingdialoguesinEnglish.

Ⅰ.A:

roomattendant

B:Mrs.SmithA:______________________（客房服務）.MayIcomein?

B:Yes,comein.

A:Excuseme.___________________________________________________

（非常抱歉打擾您。我現在可以打掃您的房間嗎）？

HousekeepingI’msorrytodisturbyou.MayIcleanyourroomnow

B:Ofcourse.Bytheway,__________________________________________（你能每天晚點打掃我的房間嗎）？I’dliketowakeuplater.A:Noproblem.__________________________________________________（您每天什么時間方便呢）？B:Around11:30a.m.A:It’sallright.__________________________________________________（我每天11:30來打掃您的房間）.WouldyoupleasemakeupmyroomlatereverydayWhenwillitbeconvenientforyouI’llcomeat11∶30everyday

Ⅱ.A:laundryman

B:Mrs.Smith

B:NowIhavesomelaundrythatneedwashing.SowhatshallIdo?

A:OK!Letmehelpyou.__________________________________________

（您需要先填寫一份洗衣單）.

B:Whereisit?

A:Itishere.____________________________________________________

（在寫字臺的第一個抽屜里）.

B:Hereyouare!ItisinthefirstdrawofthewritingdeskYouneedtofilloutthelaundrylist

A:Letmecheckit!Itisright.________________________________

（我們提供快洗服務）,ifyouareurgent.

B:Whatchargefor?

A:

__________________（我們加收50%的費用）.

B:It’sgreat.Whencanitbereturned?

A:

____________________________________________________________

（我們會在四小時之內送回您的洗衣）.

B:Thankyouverymuch.

A:

___________________________（您太客氣了）.Wehaveanexpressservice50%surchargeWewilltakeitbackinfourhoursYouarewelcomeGlossaryturn-downservice開夜床standardroom標準間queensizebed加大床kingsizebed特大床air-conditioner空調設備mini-bar迷你酒吧safebox保險箱remotecontrol遙控器TVprogram/movieguide電視指南postcard明信片slippers拖鞋pillow枕頭ashtray煙缸T-shirtT恤衫sweater毛衣dress連衣裙shorts短褲trousers長褲suit套裝overcoat風衣jeans牛仔褲washing洗滌dry-cleaning干洗ironing熨燙dyeing染色mending縫補shrink縮水fade退色Ⅰ.Discussthefollowingquestionsandwriteyouranswers.Discussion

1.Whenyouwanttogointoaguestroom,whatwouldyoudofirst?Andwhatwouldyousay?

2.Iftheguestputsouta“DoNotDisturb”sign,doyouknockatthedoor?Why?(1)Knockatthedoor.(2)Housekeeping.MayIcomein?(1)No.(2)Becausetheroomattendantshoulddocleaninginapolitewayandcannotenterthe

roombeforetheygetpermissionfromtheguests.

3.Iftheguestasksyoutocomebacksomeothertime,whatwouldyousay?

4.Whenaguestwantstohavesomelaundrydone,whatwouldyouasktheguesttodofirst?

5.Whydowechargeextraforanexpressservice?Whenwillitbeconvenientforyou?\whattimewouldbeconvenient?Pleasefilloutthelaundrylist.Priorityprocessing.Ⅱ.Readthesamplefarewellspeechbelow,andtrytowriteoneofyourown.TheRoleofaRoomAttendant

Thechamberserviceischargedwithmaintainingguestroomsandpublicspaceinsatisfactoryconditions.Theroomneedstobecleanedupeveryday.Theroomattendantshoulddocleaninginapolitewayandcannotentertheroombeforetheygetpermissionfromtheguests.Thedutiesofaroomattendantincludemakinguptherooms;changinglinensandtowels;cleaningandpolishingfloorandfurniture;washingbathroom;doingtheturn-downserviceandsupplyingtheroomswiththenecessaryitems,suchasextrapillowsorhairdryersetc.Theroomattendantisexpectedtomaintainequipmentprovidedforworkandloadhousekeeper’scartbeforetheendofeachday’soperation.

Thehousekeepingdepartment’sresponsibilitydoesnotendwithcleaning.Housekeepersareresponsibleforguestsatisfaction,makingsurethatspecialrequestfor

guestservicesuchasguestlaundry,extrabed,andotherpersonalservicesaremetand

publicareacleaningisappreciatescheduledsoastominimizedisturbancetoguests.Notes1.Thechamberserviceischargedwithmaintainingguestroomsandpublicspaceinsatisfactoryconditions.客房服務就是保持房間和公共場所處于令人滿意的狀態。2.Theroomattendantshoulddocleaninginapolitewayandcannotentertheroombeforetheygetpermissionfromtheguests.客房服務員應該有禮貌地整理客人房間，在沒有得到客人允許的情況下不得隨意進入客人房間。3.Changinglinensandtowels.更換棉織品和毛巾。4.Cleaningandpolishingfloorandfurniture.清潔地板和家具，并保持它們的光亮。5.Doingtheturn-downserviceandsupplyingtheroomswiththenecessaryitems,suchasextrapillowsorhairdryersetc.開夜床服務并提供房間的必需品，諸如枕頭和電吹風等。6.Theroomattendantisexpectedtomaintainequipmentprovidedforworkandloadhousekeeper’scartbeforetheendofeachday’soperation.當班的客房服務員還要維護工作用的設備，并在每天下班前把客房部的手推車補充完整。7.Thehousekeepingdepartment’sresponsibilitydoesnotendwithcleaning.客房部的職責不僅僅是清潔工作。8.Andotherpersonalservicesaremetandpublicareacleaningisappreciatescheduledsoastominimizedisturbancetoguests.其他個人服務的滿足以及公共區域的清潔要有計劃，以便最大限度地減少對客人的干擾。Thinkaboutthisunit.Nowrateyourselfonascaleoffive:onebeinglowandfivebeinghigh,andtickoutyourportfolio.Self-EvaluationThingsIcandoEvaluationIcanwritetherelatedwordsaboutcomplaintheguests.54321Icanunderstandthedialogues.54321Icanpracticethedialogues.54321I’velearnedhowtohandletheguests’complains.54321I’velearnedsomebasicknowledgeabouttheguests’complains.54321ExerciseⅡExercisesExerciseⅢExerciseⅠⅠ.True(T)orFalse(F)(

)1.Iftheguestisnotin