《飯店實用英語》課件-scene-10

1、Hotel Practical EnglishScene 10 Special ServicesTeaching ProceduresExercises 4Text3Hotel Practical English2Case Study5Home Reading6Free Talk1. Free Talk1. What would you say if the guest praises your service and your hospitality? 2. What are the qualities a baby-sitter should have? Give good reasons

2、 to support your opinion, please. Hotel Practical English Dialogue 1 Can You Do Me a Favor? (A: Housemaid G: Guest)H: Good morning, sir. Can I do your room now？G: Of course. By the way, can you do me a favor?H: Not a problem. G: Well, its my girlfriends birthday today. I want to give her a surprise.

3、 H: What can I do for you then?G: Could you buy a bouquet of flowers for me?H: Yes, sir. But how many pieces would you like?G: 100.H: Would you like me to get it now or later?G: My girlfriend will come at 4 PM. So I dont want to get it until 3 oclock. Flowers will fade soon in such hot weather. H: O

4、K, sir. Is there anything else?. Hotel Practical EnglishG: One big box of chocolates. Is ￥300 enough for both of them? H: Yes, its enough. Ill give you the receipt later. G: Thank you very much.H: My pleasure. Hotel Practical English Dialogue 2 Could You help Me to Find a Quality Babysitter? (H: Hou

5、sekeeping G: Guest)H: Good afternoon, Housekeeping. May I help you?G: Yes. I wonder if you have a baby-sitting service.H: Yes, we do.G: Great. My wife and I will go for a party tomorrow. Could you help me to find a quality babysitter? H: No problem, sir. All the babysitters in our hotel majored in e

6、arly childhood education. They are all professional top babysitters.G: You see. My son is a very special boy. The person he doesnt like is not allowed to touch him. And he will cry. H: Well, do you mean to see the babysitter now, sir? G: Youre right. Can I?H: Certainly, sir. Ill send one girl to you

7、r room right away.G: One more thing, how much should I pay? . Hotel Practical EnglishH: The charge will be 58 yuan per hour before 9 PM. But well charge 86 yuan an hour after 9 PM.G: I see. Thank you. Goodbye.H: Thank you for calling, sir. Goodbye. . Text Special ServicesThe housekeeping department

8、includes many roles in the service staff of a hotel. The housekeeping staff of a hotel is commonly known for room upkeep such as restocking toiletries, changing bedding and general cleaning. That is to say, the role of the department extends beyond hotel cleanliness. Aside from tending to room clean

9、liness, the housekeepers have to offer a variety of special services to the guests. They often coordinate purchasing special items and assist sales teams. They provide babysitting services by request, taking care of the child in the guest room. If the guest is sick, they will look after him or her o

10、r take them to the medical room or hospital. Disabled guests need much more help than the normal guests. But they are very sensitive. So the housekeepers got the training beforehand to learn how to take care of them. In addition, sometimes they have to shine the guests shoes by request.All in all, t

11、he housekeepers should try their best to make each guest feel welcome, appreciated and well cared for. The housekeeper should maintain an energetic, friendly and caring attitude at all times and make each guest feel special and enjoys the fun atmosphere in the hotel. . Exercises Role-play Activity T

12、he following is a role-play activity to practice how housemaids to take care of the sick guests. Divide the class into two groups: the pool attendants and the hotel guests. And then have the students work in pairs. The following is a conversation just as a sample. The students can create conversatio

13、ns as they like.A: Housekeeping. May I help you?B: My daughter feels a little headache. And I have to attend a meeting now. Could you send somebody up to take care of her? A: Yes, sir. May I know your room number?B: 598.A: OK, sir. Ill send someone up right away.B: Thank you very much. (Five minutes

14、 later)A: Housekeeping. May I come in?B: Come in, please. A: Good morning, sir. Im Mary, coming to look after your daughter.B: Thank you very much. . Exercises A: Let me take a look. Maybe she catches a bad cold. B: Do you have a medical room?A: Yes, we have. B: Could you take her to see a doctor th

15、ere?A: Sure. Lets go. Case StudyDo You Have a Babysitting Service? Mrs. White (W) stays at the hotel with her little son. She calls the housekeeping department to ask the information on babysitting. One housekeeper (H) is answering the phone.W: Housekeeping. May I help you?H: Yes. Do you have a baby

16、sitting service?W: Of course, maam. There is a child care center in the hotel. H: When is it open?W: Its hours of operation are from 9:30 AM until 12:30 AM.H: How many days is it open in a week?W: Seven days a week, for children 3 to 12 years of age.H: What activities does it offer? W: It offers a v

17、ariety of activities, including movies, games, crafts, puppet theatre and painting.H: How much does it charge?W: Its free for hotel guests.H: Are babysitter available to take care of the children?. Case StudyW: No. The childs parent or guardian must remain on property while the child is in the child

18、 care center.H: OK. Thank you very for your information. Goodbye.W: You are welcome. Goodbye. Case Study Read the above conversation and complete the outline. You should write your answers in no more than three words. Your daughter can play in the 1 at this hotel. The child care center opens 2 hours

19、 in a day. Children under 3 is not allowed to enter the child care center. Your child can take part in 4 altogether. There is no 5 in the child care center. . Home Reading Hotel Information Service Inc.Scandic has become the first hotel chain to gather all its information for guests with special nee

20、ds in one place. The homepage of every hotel provides answers to 100 most common questions now.Scandic offers a unique service and a fantastic aid for all the guests, and illustrates or explains all the possible obstacles that the guests may encounter. Each hotel which belongs to this hotel chain is

21、 fitted up with modern comforts and conveniences. In addition, peculiar failities are supplied to the disabled. For example , blind sidewalk from the car park to the entrance is nicely paved; there are hearing aids in each room and the door to the room is wide enough for the wheel chair to go throug

22、h. It is around five years since Scandic started actively tackling accessibility issues. And since then, there has been a positive increase in the number of guests with disabilities. Accessibility is an important issue and information on existing facilities or obstacles can only help to increase peoples independence. . Home Reading People with disabilities travel much more widely nowadays. A few years ago, it could be difficult filling the hotels disability rooms on weekdays, but now they are fully booked practically every day. Offering all the information our guests need to feel confident ab