旅游飯店職業(yè)英語(yǔ)_unit3（課堂PPT）

1、1旅旅 游游 飯飯 店店職職 業(yè)業(yè) 英英 語(yǔ)語(yǔ)初初 級(jí)級(jí)2Unit Three Housekeeping客客 房房 服服 務(wù)務(wù)Lesson 6，7，8, 93 Lesson 6 May I Clean Your Room Now？ 現(xiàn)在可以為您打掃房間嗎？現(xiàn)在可以為您打掃房間嗎？ 4Key Words：nClean .打掃打掃nhousekeeping department n.客房部客房部ngo ahead(用于祈使用于祈使)開始；進(jìn)行；開始；進(jìn)行；往下說(shuō)（做）往下說(shuō)（做）ncome back 返回來(lái)返回來(lái)nhour 小時(shí)小時(shí)nlater 以后以后5Talking to the Guest情

2、情 景景 會(huì)會(huì) 話話6ONEClerk: C Guest: GnC: Housekeeping. May I clean your room now, Sir? 職員：客房服務(wù)員。先生，現(xiàn)在能給您打掃房間職員：客房服務(wù)員。先生，現(xiàn)在能給您打掃房間嗎？嗎？nG: Go ahead, please. 客人：可以，打掃吧?？腿耍嚎梢裕驋甙?。7TWOClerk:May I come in?職員：可以進(jìn)來(lái)嗎？Guest:Come in,please.客人：請(qǐng)進(jìn)吧。Clerk:Good morning,Madam.May I clean your room now?職員：女士，早上好?，F(xiàn)在可以為您打掃房

3、間嗎？Guest:Sorry,but not now. Could you come back in an hour?客人：對(duì)不起，現(xiàn)在不行。你能一小時(shí)后再來(lái)嗎？Clerk:OK.職員：可以。8Notes：nMay I clean your room now,sir?先生，現(xiàn)在先生，現(xiàn)在能給您打掃房間嗎？能給您打掃房間嗎？n飯店員工在和客人講話時(shí)要使用敬語(yǔ)，以表示飯店員工在和客人講話時(shí)要使用敬語(yǔ)，以表示對(duì)客人的尊重。所以，客房服務(wù)員在打掃客房對(duì)客人的尊重。所以，客房服務(wù)員在打掃客房時(shí)如果客人在房間，也要得到客人的允許。詢時(shí)如果客人在房間，也要得到客人的允許。詢問(wèn)客人是否同意時(shí)，服務(wù)員一般使用：

4、問(wèn)客人是否同意時(shí)，服務(wù)員一般使用：nMay I或者或者Could I ,例如：例如：May I make up your room in half an hour?我半個(gè)小時(shí)之后我半個(gè)小時(shí)之后再給您整理房間好嗎？再給您整理房間好嗎？9NotesnCould you come back in an hour?你能一小時(shí)后再來(lái)嗎？n如果在規(guī)定打掃的時(shí)間客人不方便，服務(wù)員應(yīng)問(wèn)清楚多長(zhǎng)時(shí)間后再過(guò)來(lái)打掃房間。這時(shí)候可以使用：What time/When 例如：When do you want me to clean your room?您希望我什么時(shí)候過(guò)來(lái)打掃房間？10We May Also Use T

5、hese Sentences in Our WorknWhat time would you like us to clean your room?n您希望我們什么時(shí)候?yàn)槟驋叻块g呢？nWhat time?n什么時(shí)候您比較方便呢？nMay I tidy up these things on your bed?n我可以給您收拾床上的東西嗎？11Do You Know This? nThe maid must ring the bell three times before entering the guests room.n客房服務(wù)員在進(jìn)入客人房間之前至少要按三次門鈴。12Your Turn t

6、o Try NownListen to the words and repeat:1.bathroom 浴室2.bath shampoo 浴液3.bed 床4.chair 椅子5.closet 櫥柜6.curtain 窗簾7.quilt 被子8.pillow 枕頭9.bed sheet 床單10.bed spread 床罩13 Listen to the sentences, repeat and translate:nMay I clean your room now,Sir?nMay I make up your room now,Sir?nWhen would you like us t

7、o clean your room?nShall I come back later?nIll come back in an hour.14 Listen and complete the dialogues:1 Clerk:Good morning,Madam.nGuest:Good morning.nClerk: ?nGuest:OK.2 Clerk:Good afternoon,Sir.nGuest:Good afternoon.nClerk: ?nGuest:Sorry,but I have a guest here now.nClerk: ?nGuest:Can you come

8、back in an hour and a half?nClerk: .15Lesson7Well Send Someone to Repair It Right Now 我們馬上就派人去修我們馬上就派人去修16Key Words：nsomething 某事某事nwrong 錯(cuò)誤的錯(cuò)誤的ntoilet 馬桶馬桶nsomeone 某人某人nrepair 修理修理nfaucet 水龍頭水龍頭 n leak 漏水漏水ntrouble 麻煩麻煩 17Notes：nThere is something wrong with the toilet. 抽水馬桶壞了。抽水馬桶壞了。There is somet

9、hing with.某件事情或事物出問(wèn)題了，例如：某件事情或事物出問(wèn)題了，例如：There is something wrong with the door, I cant open it. 門壞了，打不開。門壞了，打不開。There is something wrong with the TV set. 這臺(tái)電視機(jī)壞了。這臺(tái)電視機(jī)壞了。nSorry for the trouble. 很抱歉給您帶來(lái)不便。在處理客人投訴很抱歉給您帶來(lái)不便。在處理客人投訴時(shí)，飯店員工要先行表示歉意。除了說(shuō)時(shí)，飯店員工要先行表示歉意。除了說(shuō)“Im sorry”, 還可以使還可以使用以下幾種表達(dá)方式：用以下幾種表達(dá)方

10、式：Im very sorry for that.Sorry for the trouble.We apologize for that.18Talking to the Guest情情 景景 會(huì)會(huì) 話話19OnenClerk: Housekeeping. May I help you？n職員：客房服務(wù)。我能幫您嗎？nGuest: Theres something wrong with the toilet in my room.n客人：我房間的抽水馬桶壞了。nClerk: Im sorry. Well send someone to repair it right now.n客人：很抱歉，我

11、們馬上派人去修。20TwonClerk: Housekeeping. May I help you?n職員：客房部，我能幫助您嗎？nGuest: The faucet is leaking in my room.n客人：我房間的水龍頭漏水了。nClerk：May I have your room number , Sir?n職員：先生，請(qǐng)問(wèn)您的房間號(hào)？nGuest: Room 1004.n客人：1004房.nClerk：Sorry for the trouble. We will send someone to repair it right now.n職員：很抱歉給您帶來(lái)不便。我們馬上就派人

12、去修。21We may also use these sentences in our worknIm sorry, Madam. We will have someone check it for you.n對(duì)不起，夫人。我們立刻派人給您檢查一下。nWell send someone up to your room right now.n我們馬上派人去您的房間。nI will send the repairman to repair them immediately.？n我們馬上派人去修理？nSorry for all those troubles. I will send a plumbe

13、r right away.n抱歉給您帶來(lái)這么多不便，我馬上派管工去修理。22Your Turn to Try NownListen to the words and repeat:n1. air-conditioner 空調(diào)設(shè)備空調(diào)設(shè)備 n2. TV set 電視電視n3. refrigerator 電冰箱電冰箱 n4. door 門門n5. window 窗戶窗戶 n6. light 燈燈n7. washbasin 洗滌槽洗滌槽 n8. faucet 水龍頭水龍頭n9. shower 淋浴淋浴 n10. bulb 燈泡燈泡23n nListen to the sentences, repea

14、t and translate:nWell send someone to repair it right now.nIm sorry, Madam. Well have someone check it for you.nWell send someone up to your room right now.nIll send the repairman to repair them immediately.nSorry for all those troubles. Ill send a plumber right away.24nListen and complete the dialo

15、gues:n1、Clerk:Housekeeping.May I help you?nGuest:There is something wrong with the lamp.nClerk:Im sorry,Sir. ?nGuest:Room 416.nClerk: .25n2. Clerk:Housekeeping.May I help you?nGuest:The TV set in my room doesnt work.nClerk: .Well send someone to check it now.26Lesson 8 Ill Pick up Your Laundry Right

16、 Now我馬上去取您要洗的衣服我馬上去取您要洗的衣服27Key Words：nby the way 順便問(wèn)一下順便問(wèn)一下ncollect 收集收集nlaundry 需要洗的衣服；洗衣房需要洗的衣服；洗衣房nlaundry service 洗衣服務(wù)洗衣服務(wù)nlaundry bag 洗衣袋洗衣袋nlaundry list 洗衣單洗衣單nShirt 襯衫襯衫nclean v.弄（洗）干凈弄（洗）干凈 adj.干凈的干凈的nroom number 房間號(hào)房間號(hào)npick up 取取28NotesnWe collect the laundry every morning.飯店一般都有洗衣服務(wù)，洗衣工（v

17、alet）每天在規(guī)定的時(shí)間到客房收客人要洗的衣服。nI want to have my shirt cleaned. “I want to have sth.+動(dòng)詞過(guò)去分詞”意思是“我想要把。”。這是客人經(jīng)常使用的一種表達(dá)方式。例如：I want to have my watch fixed.我想把手表修一下。29Talking to the Guest情情 景景 會(huì)會(huì) 話話30ONEnClerk:This is your room,Sir.n職員：先生，這就是您的房間。職員：先生，這就是您的房間。nGuest:Thank you. By the way,where can I have my

18、 pants cleaned?n客人：謝謝。順便問(wèn)一下，到哪兒可以洗一下我的褲子？客人：謝謝。順便問(wèn)一下，到哪兒可以洗一下我的褲子？nClerk:We have laundry service.We collect the laundry every morning.You may just put your laundry in the laundry bag and fill out that laundry list.n職員：我們飯店有洗衣服務(wù)。我們每天早上來(lái)取客人要職員：我們飯店有洗衣服務(wù)。我們每天早上來(lái)取客人要洗的衣服。您把您要洗的衣服放到洗衣袋中，再填一下洗的衣服。您把您要洗的衣服

19、放到洗衣袋中，再填一下那邊的洗衣單就行了。那邊的洗衣單就行了。n Guest:OK,thank you.n客人：好的，謝謝。客人：好的，謝謝。31TwonGuest:Hello.I want to have my shirt cleaned.Id like to wear it this evening.n客人：你好。我想洗一下襯衣。今晚我要穿。nClerk:OK.May I have your room number?n職員：好的。請(qǐng)問(wèn)您的房間號(hào)？nGuest:1203號(hào)房間。nClerk:Ill pick up your laundry right now.n職員：我馬上就去取您要洗的衣服

20、。32We May Also Use These Sentences in Our Work nLaundry service.May I help you?n洗衣房。我可以幫您嗎？nIll come to pick up your laundry.n我來(lái)收您要洗的衣服。nPlease fill in the laundry list and put it with your laundry.n請(qǐng)?zhí)詈孟匆聠?，跟衣服放在一起。nWhen would you like your laundry back?n您希望什么時(shí)候把衣服給您送回來(lái)？33Do you Know this?n洗衣服務(wù) laund

21、ry servicen洗衣袋 laundry bagn洗衣單 laundry listn洗衣工 valetn熨燙 pressn上漿 starchn干洗 dry cleaningn加急洗衣服務(wù) express laundry servicen當(dāng)日可取服務(wù) same-day service34Your Turn to Try NownListen to the words and repeat:n1.wash 洗洗n2.laundry 洗衣房洗衣房 n3.dry cleaning 干洗干洗 n4.skirt 短裙短裙n5.shirt 襯衣襯衣 n6.suit 西服西服n7.shoes 鞋子鞋子n8

22、.dress 女服女服n9.underwear 內(nèi)衣內(nèi)衣n10.coat 大衣大衣35n nListen to the sentences, repeat and translate:nLaundry service,may I help you?nHave you any laundry?nPlease fill in the laundry form.nWe collect the laundry every morning.nWhen would you like it back?36nListen and complete the dialogues:1 Clerk:Laundry s

23、ervice,may I help you?nGuest:Yes,I want to have my clothes dry-cleaned.nClerk: .nGuest:Thank you! 372. Guest:Does the hotel have laundry service?nClerk:Yes,Sir.nGuest:When do you usually collect the laundry?nClerk: .3839Lesson 9 Business Floor Service 商務(wù)樓層服務(wù)員商務(wù)樓層服務(wù)員40Key Words：nbutler 行政侍從；行政管家行政侍從；

24、行政管家nShow 表演，演出表演，演出ngrand 大的大的ntheater 劇院劇院n tomorrow evening 明晚明晚na bunch of 一束一束nrose 玫瑰玫瑰naddress 地址地址nflower 花花41NotesnIll try my best.我盡力去辦。try ones best (to do sth)盡某人的最大努力（去做某事），盡力而為。例如：Well try our best to help him finish the task.我們會(huì)盡最大努力幫助他完成那項(xiàng)任務(wù)。I want to have my shirt cleaned.nHelp sb.

25、(to) do sth .幫助某人做某事例如：Please help me carry that bag.請(qǐng)幫我拿一下那個(gè)包。 42Talking to the Guest情情 景景 會(huì)會(huì) 話話43OnenButler:What can I do for you,Sir?n服務(wù)員：我能幫您做什么，先生？nGuest:Id like to go and see the evening show in the Grand Theater. Could you help me book the ticket?n客人：我想去看大劇院的晚場(chǎng)演出。你能幫我訂票嗎？nButler:How many tick

26、ets and for what time,Sir?n服務(wù)員：您想什么時(shí)間去看？要幾張票？nGuest:Tow tickets for tomorrow evening.n客人：兩張明晚的票。nButler:OK.Ill try my best.n服務(wù)員：好的，我盡力去辦。44TwonButler:Good morning,Mr.Johnson.How can I help you?n服務(wù)員：早上好，約翰遜先生。我能為您做點(diǎn)什么？服務(wù)員：早上好，約翰遜先生。我能為您做點(diǎn)什么？nGuest:Could you please help me send a bunch of roses to thi

27、s address?n客人：你能幫我把一束玫瑰花送到這個(gè)地址嗎？客人：你能幫我把一束玫瑰花送到這個(gè)地址嗎？nButler:Yes,Sir.When should I send the flowers?n服務(wù)員：好的，先生。我什么時(shí)候把花送過(guò)去？服務(wù)員：好的，先生。我什么時(shí)候把花送過(guò)去？nGuest:10 oclock tomorrow morning.n客人：明早客人：明早10點(diǎn)鐘。點(diǎn)鐘。nButler:No problem,Sir.n服務(wù)員：沒(méi)有問(wèn)題，先生。服務(wù)員：沒(méi)有問(wèn)題，先生。45We May Also Use These Sentences in Our Work nLet me in

28、troduce the room facilities to you,Sir.n先生，請(qǐng)讓我為您介紹一下房間設(shè)施。nYour laundry will be sent back in 4 hours,Maam.n女士，您的衣服將在4小時(shí)后送回。nWe have several function rooms for you to choose from.n我們有多個(gè)功能廳可供您選擇。nHow many tickets do you want?n您需要幾張票？46Do you Know this?n在英語(yǔ)中butler一詞最早是指中世紀(jì)一路跟在貴族馬車后面跑的侍從，現(xiàn)在是指酒店商務(wù)樓層的服務(wù)員，稱為“行政侍從”或“行政管家”。n“只要是合法的，我們都會(huì)盡力為您辦到?！眓(Wll try our best to do almost anything that is legal for you.)n行政侍從的工作內(nèi)容就是事無(wú)巨細(xì)，大到為客人安排會(huì)議，小到為客人