飯店情景英語(yǔ)(第二版)教學(xué)課件第3章PartIIILesson4

MajorContents第三章客房部I.Leading-inII.WorkingProcedureIII.DialoguesIV.TipsforServiceV.Words&ExpressionsVI.ExercisesLesson4MiscellaneousServices雜項(xiàng)服務(wù)???Howtodohousekeeping?I.Leading-inBACKNEXTHowtodohousekeeping?I.Leading-inPREV.BACKTheaimofthehousekeepingdepartment’sworkistomakeguests’stayinthehotelcomfortableandpleasing.Anyreasonablerequestfromthegueststhusmustbefulfilled.Suchrequestmayincludesupplyingguestswithextrathings,maintainingguestrooms,safekeepingguests’valuables,runningerrandsforguests,takingcareofsickguestsandofferingbaby-sittingservice.Althoughtheyarenotmajorhousekeepingservices,theyarealsocloselyrelatedtothequalityofahotel’sservice.雜項(xiàng)服務(wù)的主要內(nèi)容II.WorkingProcedure提供額外物品維修客房為客人跑腿照顧患病客人托嬰服務(wù)叫早服務(wù)BACKNEXTII.WorkingProcedure1.為客人提供額外物品。

Floorattendant,mayIhelpyou?

樓層服務(wù)員，能為您效勞嗎?

Rightaway,Sir/Madam.

先生/女士，我馬上來(lái)。

OK,Sir/Madam,noproblem.

好的，先生/女士，沒(méi)問(wèn)題。

Iwillsendittoyouimmediately.

我馬上給您送過(guò)來(lái)。

Yournameandroomnumber,please.

請(qǐng)問(wèn)您的姓名和房間號(hào)?PREV.NEXTII.WorkingProcedureWouldyoupleasewaitforawhile?I’mafraidotherguestsareusingit.您能稍等一會(huì)兒?jiǎn)?？其他客人正在使用。Hereyouare,Sir/Madam.先生/女士，給您。Ifyouneedanyotherthingslater,Iwillbeatyourservice.如果您稍后還需要其他東西，我隨時(shí)為您效勞。PREV.NEXTII.WorkingProcedure2.維修客房。

Floorattendant,mayIhelpyou?

樓層服務(wù)員，我可以幫您嗎?

Iwillaskthemaintenanceengineertogotoyourroomatonce.

我會(huì)讓維修部人員馬上去您的房間。

Yournameandroomnumber,please?

請(qǐng)問(wèn)您的姓名和房間號(hào)?

I’mafraiditwilltaketimetorepairit.Wouldyoupleasechangetoanotherroom?

恐怕維修要耽擱點(diǎn)時(shí)間。給您換個(gè)房間,好嗎?

Wearesorryfortheinconvenience.

很抱歉給您造成了不便。PREV.NEXTII.WorkingProcedure3.為客人跑腿。Sir/Madam,whatcanIdoforyou?先生/女士，我能為您效勞嗎?What’sintheparcel?包裹里是什么?OK,Iwilldoitforyouatonce.好的，我馬上就為您去辦。Wouldyoupleasesignhere?請(qǐng)您在這兒簽名。PREV.NEXTII.WorkingProcedureOK,noproblem.Butwouldyoupleasewaitforamoment?Imustdotheroomserviceforsomeotherguestsnow.好的，沒(méi)問(wèn)題。但是，請(qǐng)您稍等片刻。我現(xiàn)在得先為其他客人提供房餐服務(wù)。I’mafraidIamnotallowedtodoso.恐怕酒店不允許我這么做。PREV.NEXTII.WorkingProcedure4.照顧患病客人。I’msorrytohearthatyouarenotfeelingwell.聽(tīng)說(shuō)您不舒服，我很難過(guò)。What’stheproblem?怎么了?Haveyougotsomemedicineswithyou?您隨身帶了什么藥品嗎?I’msorrythatIamnotallowedtoofferyouanymedicine.很抱歉，酒店不允許我為客人提供藥品。Haveyoucalledthedoctor?您叫了醫(yī)生嗎?Don’tworry.Youwillbefinenextmorning.別擔(dān)心，明早您就會(huì)康復(fù)的。PREV.NEXTII.WorkingProcedure5.提供托嬰服務(wù)。I’mafraidthatIamnotallowedtoworkasababy-sitterwhenIamonduty.恐怕酒店不允許我在當(dāng)班時(shí)為您的小孩當(dāng)保姆。MayIrecommendthebaby-sittingserviceofourhotel?我可以向您推薦本酒店的托嬰服務(wù)嗎?Thereisababy-sittingcenterinourhotel.我們酒店有一個(gè)托嬰中心。PREV.NEXTII.WorkingProcedureIwillcallthebaby-sittingcenterandtheywillsendaveryexperiencedbaby-sitter.我會(huì)給托嬰中心打電話，他們會(huì)派一名非常有經(jīng)驗(yàn)的保姆過(guò)來(lái)。Youcandial“10”andcallthebaby-sittingcentertosendyouababy-sitter.您可以撥“10”讓托嬰中心派一名保姆過(guò)來(lái)。Thebaby-sittingserviceischarged180yuanperhour,withtheminimumof2hours.托嬰服務(wù)的費(fèi)用是每小時(shí)180元人民幣,至少兩小時(shí)。PREV.NEXTII.WorkingProcedure6.叫早服務(wù)。

Atwhattimewouldyouliketohavethemorningcall?

您需要什么時(shí)間叫醒?

Youcanalsosetmorningcallthroughourautomaticcomputerwake-upservice.Pleasedial“6”firstand“0700”forthetime.Theremustbefourdigitsforthetimeyouwant.

您也可以通過(guò)我們的電腦自動(dòng)叫早服務(wù)系統(tǒng)來(lái)設(shè)定叫早電話。請(qǐng)先撥“6”,然后輸入“0700”作為您起床的時(shí)間。您輸入起床時(shí)間時(shí)，請(qǐng)一定輸入四位數(shù)。PREV.BACK(FA:FloorAttendant

G:Guest)FA: Housekeeping,mayIhelpyou?G:Hello,Iwouldliketohaveahair-dryer,somemoretoiletpaperandanextrabathrobe.FA:Sure,Madam.Iwillsendthemtoyouimmediately.Yournameandroomnumber,please?G:It’sMaryJackson,Room709.FA: I’vegotit.I’llbringthemtoyourroomsoon.G:Seeyou.III.DialoguesBACKNEXTDialogue1SupplyingGuestswithExtraThings(Abouttwominuteslater,thefloorattendantwasknockingatthedoorofRoom709.)FA: Floorattendant.MayIcomein?G:Comein,please.FA: Ms.Jackson,herearetheitemsyouaskedfor:hair-dryer,toiletpaperandbathrobe.G:Oh,thankyouverymuch.FA: It’smypleasure.Ifyouneedanythingelselater,Iwillbeatyourservice.Bye.G:OK,bye.III.DialoguesPREV.NEXTFA: Housekeeping,mayIhelpyou?G:I’mafraidtheair-conditionerinmyroomisoutoforder.FA: Sorryfortheinconvenience.Iwillaskthemaintenanceengineertogotoyourroomatonce.Yournameandroomnumber,please?G:AliceBrown,Room516.FA: OK.Isee.Themaintenancewillbecominginamoment.III.DialoguesDialogue2MaintainingGuestRoom(FA:FloorAttendantG:GuestM:Maintenance)PREV.NEXT(Abouttwominuteslater,aclerkoftheMaintenanceDepartmentwasintheroom.)M:Goodmorning,Madam.What’sthematter?G:Ijustcamebackandwantedtoswitchontheair-conditioner,butitdoesn’twork.Itissohothere.M:Don’tworry.I’llcheckitrightaway.(Aftercheckingtheair-conditioner,MtellsFAaboutthesituationandFAringstheFrontOfficetoaskfortheroomchange.)FA:I’mafraiditwilltaketimetofixit.Wouldyoupleasechangetoanotherroom?G:OK.III.DialoguesPREV.NEXTFA:Pleasefollowmetoanotherroomandthebellmanwillhelpyouwiththeluggage.G:Allright.FA:Wearesosorryfortheinconvenience.G:That’sOK.III.DialoguesPREV.NEXTFA: Excuseme,Madam.WhatcanIdoforyou?G:Yes.Wouldyoudeliverthisparcelforme,please?FA:OK,butcouldyoupleasewaitforabouttenminutes,becauseImustdotheroomserviceforsomeotherguestsnow.(Abouttenminuteslater.)FA: Madam,mayIaskwhat’sintheparcel?G:Justsomebooks.Pleasesendittothisplace.III.DialoguesDialogue3RunningErrandsforGuests(FA:FloorAttendantG:Guest)PREV.NEXTFA: Sorry,I’mafraidIamnotallowedtodeliveraparceltosuchafarplace.MayIpostitforyou?G:Allright.FA: Wouldyoupleasesignhere?G:OK,noproblem.Thankyouverymuch.FA: Youarewelcome.G:Bye.III.DialoguesPREV.NEXTFA:I’msorrytohearthatyouarenotfeelingwell,Mr.Lee.What’stheproblem?G:Ihaveabadheadache.FA:Haveyougotanymedicines?G:No.IthinkImighthavecaughtacold.Haveyougotanymedicinesforcold?FA:I’msorrythatIamnotallowedtoofferyouanymedicine.Haveyoucalledthedoctor?G:No.FA:OK,Iwillcalloneforyouatonce.Don’tworry.Youwillbefinesoon.III.DialoguesDialogue4TakingCareofSickGuests(FA:FloorAttendantG:Guest)PREV.NEXTFA: Goodmorning,Sir.WhatcanIdoforyou?G:Yes.MywifeandIwillgooutforaparty.Wouldyoupleasetakecareofourbaby?FA:I’msorry.I’mafraidthatIamnotallowedtoworkasababy-sitter.G:Then,whatcanwedo?FA:MayIrecommendthebaby-sittingserviceofourdepartment?G:Oh,that’sfine.III.DialoguesDialogue5OfferingBaby-sittingService(FA:FloorAttendantG:Guest)PREV.NEXTFA:Iwillcallthebaby-sittingcenterandtheywillsendyouaveryexperiencedbaby-sitterinaminute.G:OK,howaboutthecharge?FA:Itischarged180yuanperhour,withtheminimumof2hours.G:OK,thankyouverymuch.FA:Mypleasure.IsthereanythingelseIcandoforyou?G:Notatthemoment.Thankyou.III.DialoguesPREV.NEXTFA:Housekeeping,mayIhelpyou?G: Yes,Iwouldlikeamorningcalltomorrowmorning.FA:Certainly,Sir.Atwhattime?Andyourroomnumber,please.G:Seveno’clock,andmyroomnumberis828.III.DialoguesDialogue6ArrangingMorningCallforGuests(FA:FloorAttendantG:Guest)PREV.NEXT(Aguestiscallingthehousekeepingdepartmentformorningcallservice.)FA:OK,it’sdone.Bytheway,youcanalsosetmorningcallthroughourautomaticcomputerwake-upservice.Pleasedial“6”firstand“0700”forthetime.Theremustbefourdigitsforthetimeyouwant.G:OK,Isee.Thankyou.FA:It’smypleasure.G:Bye.III.DialoguesPREV.BACK處理突發(fā)事件

除了為客人提供各種稱心如意的服務(wù)，一名客房部的員工還應(yīng)該學(xué)會(huì)處理突發(fā)火災(zāi)(fireaccident)、客人意外傷病(guest’sinjuryandacuteillness)、客人財(cái)物遺失(guest’sbelongingslost)等突發(fā)事件。IV.TipsforServiceBACKNEXT1．處理突發(fā)火災(zāi)。(1)火災(zāi)事故發(fā)生后，應(yīng)立即開(kāi)啟報(bào)警器，并通知客人立刻從緊急出口離開(kāi)酒店。

Thehotelisonfire.Pleaseleaveassoonaspossible.

酒店發(fā)生火災(zāi)了，請(qǐng)盡快離開(kāi)。

Pleaseescapefromtheemergencyexit.Donotusethelift.

請(qǐng)從緊急出口離開(kāi)。不要使用電梯。

Pleasecoveryourmouthandnosewithwettowel.

請(qǐng)用濕毛巾捂住口鼻。

Pleaselowerdownyourbodyandgoalongthefootofthewall.

請(qǐng)低身沿墻根行進(jìn)。IV.TipsforServicePREV.NEXTPREV.NEXT(2)如遇到個(gè)別客人因驚恐而不知所措，應(yīng)先安撫客人的情緒,然后引導(dǎo)其從緊急出口逃生。

Sir/Madam,wouldyoupleasecalmdownandfollowmywords?

先生/女士，您能冷靜并按我的話做嗎?(3)如果已經(jīng)無(wú)法從緊急出口逃生，則應(yīng)帶領(lǐng)客人返回客房，緊封房門(mén)，然后把顏色鮮艷的布條伸出窗戶呼救。IV.TipsforServicePREV.NEXTPREV.NEXT2．處理客人意外傷病。(1)如果客人在酒店意外受傷，應(yīng)先安撫客人，然后采取簡(jiǎn)單的急救措施，并叫救護(hù)車。

Sir/Madam,easy,easy!Youwillbefine.

先生/女士，別著急。您很快就會(huì)好的。

Iwillcalltheambulanceforyouatonce.

我馬上為您叫救護(hù)車。IV.TipsforServicePREV.NEXTPREV.NEXT2．處理客人意外傷病。(2)如果客人在酒店意外生病,應(yīng)先安撫客人，并詢問(wèn)其是否隨身備有藥品,然后視情況決定是否叫救護(hù)車。

Haveyougotanymedicineswithyou?

您自己帶了藥嗎?

Don’tbeworried.Iwillcalltheambulanceforyouimmediately.

別擔(dān)心，我馬上為您叫救護(hù)車。IV.TipsforServicePREV.NEXTPREV.NEXT3.處理客人財(cái)物遺失。(1)如果客人告知有財(cái)物遺失，應(yīng)先表示遺憾、安撫客人，然后提醒客人是否自己遺忘在酒店里的某個(gè)地方，并請(qǐng)客人予以描述。

Sir/Madam,Iamsosorrytohearthat.

先生/女士，很抱歉聽(tīng)到這個(gè)消息。

Pleasedon’tbeworried.

請(qǐng)不要擔(dān)心。

Doyourememberwhereyouputit?

您還記得把它放在什么地方了嗎?

Wouldyoupleasedescribeit?

請(qǐng)您描述一下好嗎?IV.TipsforServicePREV.NEXTPREV.NEXT(2)如果客人確定是被盜了,立即幫助客人報(bào)警。

Areyousureitisstolen?

您確定是被盜了嗎?

IwillcalltheSecurityDepartmentrightnow.

我馬上通知保安部。IV.TipsforServicePREV.NEXTPREV.BACKV.Words&ExpressionsBACKNEXTmiscellaneousadj.

混雜的;各種各樣的fulfillv.

履行;完成;實(shí)現(xiàn)baby-sittern.

托嬰保姆 parceln.

包裹deliverv.

傳送;投遞 beonduty

上班;值班digitn.

數(shù)字 hair-dryern.

電吹風(fēng)toiletpaper

衛(wèi)生紙 V.Words&Expressionsair-conditionern.

空調(diào)automaticadj.

自動(dòng)的 exitn.

出口acuteadj.

急性的 ambulancen.

救護(hù)車securitydepartment