《酒店英語(yǔ)》第二章

酒店英語(yǔ)客房部Project2HousekeepingDepartment目錄

Task1ChamberService客房服務(wù)Task2LaundryService洗衣服務(wù)Task3MaintenanceService維修服務(wù)Task4PersonalizedService個(gè)性化服務(wù)BriefIntroductiontotheHousekeepingDepartment

客房部簡(jiǎn)介TheHousekeepingDepartmentisthemainbodyofahotel.Ahotelisahomeawayfromhomefortravelers.Guestroomsaretheplaceswhereguestsspendthemosttimeinthehotel.Sothequality1ofguestroomsandtheserviceoftheHousekeepingDepartmentaffecttheguests’overall2

evaluation3ofthehoteldirectly.TheHousekeepingDepartmentcanbedividedintofoursections.TheyaretheFloor,theHousekeepingOffice,theLaundryRoom,andthePublicArea.TheFlooristhebackboneoftheHousekeepingDepartment.ThestaffsworkingintheFloorarecalledhousekeepersorfloorattendants.Theyareresponsibleforcleaningguestrooms,offeringhelpstoguests,andensuring4thesecurityoftheFloor.TheHousekeepingOfficeisthenerve5centeroftheHousekeepingDepartment.ThestaffsworkingintheHousekeepingOfficearecalledclerks.Theyareinchargeofthemasterkey,connectingwithotherdepartments,andansweringguest’sphonecalls.Project2BriefIntroductiontotheFrontOffice

前廳部簡(jiǎn)介ThestaffsworkingintheLaundryRoomarecalledlaundrymen,laundryroomattendants,orvalets.Theyaremainlyresponsibleforcleaningandironingguest’slaundry,staff’suniforms6,andallkindsoflinens7inahotel.ThecleanersworkinginthePublicAreatakecareofthecleanlinessofallthepublicareasinahotel.Themostimportantcharacteristic8

oftheHousekeepingstaffisthewillingness9

toserveandplease10theguests.TheHousekeepingstaff,suchashousekeepers,laundryroomattendants,roomcenterclerks,supervisors11,andexecutivehousekeepers,canplayagreatrole

inhighbusinessrepeatrateandahighoccupancy12rate,notonlythroughtheirefficiencybutalsothroughtheirdedicationtoservice.Project1NewWords1.quality /?kw?l?ti/ n. 質(zhì)量2.overall /???v?r???l/ adj.

全面的；綜合的；總體的3.evaluation

/??v?lju?e??n/ adj.

極清潔的；非常潔凈的4.ensure /?n'???(r)/ n. 評(píng)價(jià)5.nerve /n??v/ n. 神經(jīng)；勇氣6.uniform /'ju?n?f??m/ n.

制服7.linen /'l?n?n/ n.

亞麻布，亞麻線；亞麻制品8.characteristic /?k?r?kt?'r?st?k/ n. 特點(diǎn)；特征9.willingness /'w?l??n?s/ n. 樂(lè)意；心甘情愿10.please /pli?z/ vt. 使喜歡；使高興，使?jié)M意11.supervisor /?su?p?va?z?(r)/ n.

監(jiān)督人；指導(dǎo)者；管理人；檢查員12.occupancy /'?kj?p?nsi/ n.

居?。徽加?；占用Project1Phrases1.playagreatrole

起到重要作用

2.notonly...butalso不僅……而且Project1Notes1.homeawayfromhome家外之家2.TheHousekeepingstaff,suchashousekeepers,laundryroomattendants,roomcenterclerks,supervisors,andexecutivehousekeepers,canplayagreatroleinensuringahighbusinessrepeatrateandahighoccupancyrate,notonlythroughtheefficiencyintheirjobsbutalsothroughtheirheart-feltservices.

客房部員工，如客房服務(wù)員、洗衣房員工、客房中心文員、主管和行政管家，通過(guò)高效的工作和熱心

的服務(wù)可以在確保酒店回客率和高入住率方面起到非常重要的作用。Project1SpecialTerms1.theHousekeepingDepartment

客房部2.theFloor

樓層

3.theHousekeepingOffice

客房辦公室4.theLaundryRoom

洗衣房

5.thePublicArea

公共區(qū)域6.valet

熨燙工7.floorattendant

樓層服務(wù)員

8.laundryroomattendant

洗衣房服務(wù)員9.executivehousekeeper

行政管家10.occupancyrate

入住率ExercisesFillinthefollowingformaccordingtothepassage.Project1NameofthesmallersectionsintheHousekeepingDepartmentResponsibilitiesofeachsectionintheHousekeepingDepartmentHowtoaddressthestaffworkingindifferentsectionsintheHousekeepingDepartmentTheFloorcleaningguestsrooms,offeringhelpstoguestsandensuringthesecurityoftheFloor.receptionistThePublicAreatakingcareofthecleanlinessofallthepublicareainhotelcleanerExercisesFillinthefollowingformaccordingtothepassage.Project1NameofthesmallersectionsintheHousekeepingDepartmentResponsibilitiesofeachsectionintheHousekeepingDepartmentHowtoaddressthestaffworkingindifferentsectionsintheHousekeepingDepartmentTheHousekeepingOfficeinchargingofthemasterkey,connectingwithotherdepartmentsandansweringguest’sphonecallsclerkTheLaundryRoomcleaningandironingguest’slaundry,staff’suniformsandallkindsoflinensinahotellaundryman,laundryroomattendantorvaletTask1客房服務(wù)ChamberServiceⅠ.Readthefollowingwordsabouthousekeepingandtrytolistmoreaccordingtothevideo.任務(wù)導(dǎo)入點(diǎn)擊上方圖片觀看視頻Ⅰ.Readthefollowingwordsabouthousekeepingandtrytolistmoreaccordingtothevideo.任務(wù)導(dǎo)入Ⅱ.Doyouknowhowtomakeuparoominahotel?Watchthevideoandtrytosummarizethestepsformakinguparoominahotel.任務(wù)導(dǎo)入____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________Ⅲ.Workingroupsanddiscusswhatahousekeepershouldsaywhenhe/shecomestomakeuptheguestroomsfindingtheguestsareintherooms.點(diǎn)擊上方圖片觀看視頻知識(shí)儲(chǔ)備Themainduty1ofahousekeeperisto

keeptheguestroomsclean.Everydaythehousekeeperwillgetalistofroomsthatneedtobecleaned.Buttheorderofcleaningtheguestroomsisdifferentduringpeak2

seasonandoff-season.Duringpeakseason,theyusuallycleantheroomsaccordingtothefollowingorder:vacantrooms,roomsthatarerequiredtobecleanedassoonaspossiblebytheFrontDesk,check-outrooms,roomswiththe“PleaseMakeUpRoom”sign,VIProomsandotherrooms.Duringtheoff-season,theorderwouldbelikethis:roomsthatarerequiredtobecleanedassoonaspossiblebytheFrontDesk,roomswiththe“PleaseMakeUpRoom”sign,VIProoms,otherrooms,check-outrooms,andvacantrooms.Turndownservicereferstothepracticeofstaffenteringaguest’sroomand“turningdown”thebedlinenofthebedintheroom,preparingthebedforuse.Itistofacilitate3

therestoftheguestsandtoshowthewelcometotheguest.Turndownserviceusuallystartsafter6pm,whenmostoftheguestsgetoutfordinnerinsteadofstayingintherooms.Turndownservicesgenerallyincludeturningonthelights,adjustingthetemperatureoftheairconditioner,closingthecurtains4,cleaningthegarbage5,dusting6,cleaningthetoilet,andmakingthebed.BackgroundKnowledge背景知識(shí)知識(shí)儲(chǔ)備1．敲門進(jìn)房間Housekeeper/Floorattendant,mayIcomein?客房服務(wù)員/樓層服務(wù)員，我能進(jìn)來(lái)嗎？2．詢問(wèn)客人是否方便清理房間MayIcleanyourroom,now?我現(xiàn)在能清理您的房間嗎？Whenisitconvenientforyou?/Whenwillitbeconvenientforyou?對(duì)您來(lái)說(shuō)，什么時(shí)候方便呢？Whenwouldyoulikemetocleanyourroom?您想讓我什么時(shí)候來(lái)清理您的房間呢？Iwillbebackin2hours.我將在2個(gè)小時(shí)后回來(lái)。3．為客人提供開(kāi)夜床服務(wù)Excuseme,madam.MayIdoturndownservicenow?打擾一下女士，我現(xiàn)在可以為您提供開(kāi)夜床服務(wù)嗎？4．離開(kāi)客人房間前Yourroomisready,sir.AnythingelseIcandoforyou?您的房間整理好了，還有什么能幫您的嗎？Ihopeyouhaveanicestaywithus.希望您在這里住得愉快。KeySentences核心句子Dialogue1MakingupRoomsforGuests為客人清理房間Scene:Ahousekeepercomestoaguestroomtomakeuptheroomforher.She

knocksatthedoor.H:HousekeeperG:GuestH:

(Thehousekeeperknocksatthedoorfirstandsays.)Housekeeper,mayIcomein?G: Comein,please!H: Iamthehousekeeper.Sorrytodisturbyou,madam.MayIcleanyourroomnow?G: OK,somefriendswilldropbylater.Canyoufinishitinhalfanhour?H: Ofcourse,madam.G: Bytheway,canIhaveonemorecup?TherewillbetwofriendsandIwanttomakesomeChineseteaforthem.情景對(duì)話H: Noproblem,madam.Hereyouare.Pleasefeelfreetotellmeifyouneedmorehelp.G: Thankyou.Couldyoumakeupmyroomearliertomorrow?Iusuallygooutearlyinthemorning.IwantmyroomtobecleanedwhenI’moff.ThenIcanhaveagoodrestwhenI’mback.H: Noproblem,madam.I’llcleanyourroomfirsttomorrowmorning.Ifyouwantyourroomtobecleanedimmediately,youcanhangthissignoutofyourdoor.G: OK.I’mgladtohearthat.Thankyou.H: Mypleasure.G: Thesheetandquiltcoverdon’tneedtobechanged.H: Yes,madam.(Thehousekeeperstartstocleantheguest’sroom.)Yourroomisready,madam.AnythingelseIcandoforyou?G: Nomore,thankyou!You’vebeenveryhelpful.H: Happytohelp.Enjoyyourstay,madam.情景對(duì)話Dialogue2ComingAcrossGuest’sInconvenience

為客人清理房間時(shí)客人不方便Scene:Ahousekeepercomestoaguestroomtomakeuptheroomfortheguest.Sheknocksatthedoor.H:HousekeeperG:GuestH:

(Thehousekeeperknocksatthedoorfirstandsays.)Housekeeper,mayIcomein?G: Yes,please.H: I’msorrytodisturbyou,sir.MayIcleantheroomnow?G: Well,I’malittlebusynow.Canyoucomebacklater?H: Yes,sir.Whenwillitbeconvenient7?G: Letmesee.Couldyoucomebackanhourlater?H: Allright,sir.I’llcomeagainatteno’clock.G: That’sgood.Bytheway,Ineedtofaxaletterandprintareport.DoyouknowwheretheBusinessCenteris?H: WehaveaBusinessCenteronthesecondfloor,sir.G: Thankyou.H: AnythingelseIcandoforyou,sir?G: No,thankyou!H: Youarewelcome.情景對(duì)話Dialogue3TurndownService開(kāi)夜床服務(wù)Scene:Ahousekeepercomestoaguestroomtodoturndownservicesfortheguest.Sheknocksatthedoor.H:HousekeeperG:GuestH:

(Thehousekeeperknocksatthedoorfirstandsays)Housekeeper,mayIcomein?G: Yes,please.H: Goodevening,sir.MayIdotheturndownserviceforyounow?G: Oh,no.Afewfriendsofminearecoming.Canyoudoitlater?H: Certainly,sir.Whattimewouldbeconvenientforyou?G: Couldyoucomeagainintwohours?H: I’mafraidI’llbeoffdutybythen.Butdon’tworry.Iwillhanditovertothenightstaff.Theywillcomeanddoitforyou.G: Good.Myfriendsseemalittlebitlate.Whatabouttidyingupthebathroomfirst?Ijusttookashower

andit’s

quiteamessnow.情景對(duì)話H: Yes,sir.I’llcleanthebathroomandbringyousomefreshtowels.G: That’sfine.H: Wouldyoulikemetoemptythedustbinfirst?G: Yes,please.H: IsthereanythingelseIcandoforyou,sir?G: Yes.I’dliketousemyelectricshaver,butitis110voltage8.Doyouhaveatransformer9?H: Yes,I’llfetch10

itforyouatonce.G: That’sverykindofyou.Thankyouverymuch.H: Youarewelcome.情景對(duì)話情景對(duì)話NewWords1.duty /'dju?ti/ n. 責(zé)任；關(guān)稅；職務(wù)2.peak /pi?k/ n. 山峰；最高點(diǎn)；頂點(diǎn)；帽舌

vt. 使達(dá)到最高點(diǎn)；使豎起3.facilitate /f?'s?l?te?t/ vt. 促進(jìn)；幫助；使容易4.curtain /'k??t?n/ n.

幕；窗簾5.garbage /?ɡɑ?b?d?/ n. 垃圾；廢物6.dust /d?st/ n.

灰塵；塵埃；塵土

v.

拂去灰塵；化為粉末7.convenient /k?n'vi?ni?nt/ adj. 方便的；適當(dāng)?shù)?.voltage /?v??lt?d?/ n.

電壓9.transformer /tr?ns?f??m?(r)/ n.

變壓器；促使變化的人10.fetch /fet?/ vt. 取來(lái)；接來(lái)；到達(dá)；吸引情景對(duì)話Phrases1.takeashower淋浴，洗澡

2.quiteamess相當(dāng)亂SpecialTerms1.chamberservice

客房服務(wù)

2.peakseason

旺季3.off-season

淡季

4.check-outroom

離店房5.turndownservice

開(kāi)夜床服務(wù)

6.airconditioner

空調(diào)情景對(duì)話Notes1.Themaindutyofahousekeeperistokeeptheguestroomsclean.客房服務(wù)員的主要職責(zé)是保持客房清潔。2.Duringpeakseason,theyusuallycleantheroomsaccordingtothefollowingorder:vacantrooms,roomsthatarerequiredtobecleanedassoonaspossiblebytheFrontDesk,check-outrooms,roomswiththe“PleaseMakeUpRoom”sign,VIProoms,andotherrooms.在旺季，他們通常按照下面的順序清理房間：空房，前臺(tái)要求即刻打掃的房間，離店房，帶有“立刻打掃”標(biāo)志的房，VIP房和其他房。3.Whattimewouldbeconvenientforyou?那您什么時(shí)間方便呢？情景對(duì)話PhrasesandWordsaboutRoomReservation1.bottleopener

開(kāi)瓶器

2.wardrobe

衣柜3.panel

（裝有電器按鈕的）面板

4.ashtray

煙灰缸5.doorknob

門把手

6.stool

凳子7.armchair

扶手椅

8.bathrobe

浴衣9.sink

水池

10.bed-headconsole

床頭控制臺(tái)情景對(duì)話()1.Themainjobofahousekeeperistocleanguestrooms.()2.TheVIProomsarealwayscleanedfirst.()3.Thevacantroomsshouldbecleanedfirstinpeakseason.()4.Turndownservicesareusuallyofferedwhenguestsarenotintheirrooms.()5.Makingupbedsispartoftheturndownservices.ExercisesⅠ.Judgewhetherthefollowingstatementsaretrue(T)orfalse(F).TFTTT情景對(duì)話1．旺季 2．淡季3．離店房 4．開(kāi)夜床服務(wù)5．空調(diào) 6．變壓器7．夜班員工 8．床單9．被罩 10．客房服務(wù)ExercisesⅡ.TranslatethefollowingtermsintoEnglish.peakseasonoff-seasoncheck-outroomturndownserviceairconditionertransformernightstuff sheetquiltcoverchamberservice情景對(duì)話1．客房服務(wù)員，我能進(jìn)來(lái)嗎？______________________________________________________________________2．先生，現(xiàn)在方便幫您整理房間嗎？______________________________________________________________________3．您什么時(shí)候方便呢？______________________________________________________________________4．我2個(gè)小時(shí)候之后再來(lái)。______________________________________________________________________5．打擾一下，女士，我現(xiàn)在可以為您提供開(kāi)夜床服務(wù)嗎？______________________________________________________________________6．您的房間整理好了，還有什么能幫您的嗎？______________________________________________________________________ExercisesⅢ.TranslatethefollowingsentencesintoEnglishandpracticewithyourpartner.Ⅳ.Listentotherecordandrepeatthesentencesyouhaveheard.Housekeeper,mayIcomein?Sir,mayIcleanyourroomnow?Whenisitconvenientforyou?Iwillbebackin2hours.Excuseme,madam.MayIserveyouaturndownservicenow?Yourroomisready,sir.AnythingelseIcandoforyou?Task2洗衣服務(wù)LaundryServiceⅠ.Doyouknowhowtoofferlaundryserviceinahotel?Watchthevideoandrearrangethefollowingworkingproceduresofthelaundryservice.任務(wù)導(dǎo)入A.Askthegueststofillinthelaundrylist.B.Explainthelaundryserviceandcollectthelaundry.C.Afterlaundry,delivertheclothestotheguestroom.D.Cometotheguestroomandasktheguestifthereisanylaundry.Theproceduresoflaundryservice:_________________

DBAC點(diǎn)擊上方圖片觀看視頻Ⅱ.Workingroupsandtrytofigureoutthemeaningsofthefollowingwashingsymbols.任務(wù)導(dǎo)入Ⅲ.WorkingroupsanddiscusshowtoofferlaundryserviceinEnglish.知識(shí)儲(chǔ)備Laundryserviceisaserviceprovidedbyhotelsabovethreestars.Itissetuptomeettheneedsofin-houseguestsforlaundryandironing1services.Providingguestswithqualitylaundryservicecanimproveguestsatisfaction2.Laundryservicecanbedividedintodrycleaning,washing,andironingaccordingtothemodeofwashing.Anditalsocanbedividedintoordinary3

laundryserviceandexpressserviceaccordingtothespeedofservice.Forordinarylaundryservice,thehousekeepersusuallycollect4

thelaundryfrom9amto11amanddeliver5

itintheevening.Ifthelaundryiscollectedafter11am,itwillbesentbackthenextday.Theexpressserviceisrequiredthatthelaundrymustbereturnedwithin3to4hoursafterreceivingthelaundry,and50%oftheurgentfeeischarged.Thelaundrylistmustbefilledinandsignedbyguests.BackgroundKnowledge背景知識(shí)知識(shí)儲(chǔ)備1．介紹洗衣服務(wù)Thereisalaundrybaginthewardrobe.衣柜里有一個(gè)洗衣袋。Pleaseputyourlaundryinthelaundrybag.請(qǐng)您把要洗的衣物放在洗衣袋里。Fillinthelaundrylistandsignyournameonit.請(qǐng)?zhí)顚懴匆聠尾⒃谏厦婧灻ousekeeperswillcollectiteveryday.客房服務(wù)員每天都會(huì)來(lái)收衣服。Laundrycollectedbefore11amwillbesentbackaround6pmonthesameday.上午11點(diǎn)之前收取的衣物會(huì)在當(dāng)天下午6點(diǎn)左右送回。Laundrycollectedafter11amwillbesentbackat6pmthenextday.上午11點(diǎn)之后收取的衣物會(huì)在第二天下午6點(diǎn)左右送回。Wealsoofferexpressservice.Itonlytakes3hours.Buttherewillbeanextraservicechargeof50%.我們還提供快洗服務(wù)?？煜捶?wù)只需要3個(gè)小時(shí)，但需要加收50%的服務(wù)費(fèi)。Forexpressservice,pleasecheckoff“Same-DayService”.如果您需要快洗服務(wù)，請(qǐng)勾選“當(dāng)日服務(wù)”選項(xiàng)。KeySentences核心句子知識(shí)儲(chǔ)備2．收取衣物Goodmorning,sir.I’mheretocollectthelaundry.早上好先生，我來(lái)收取您要洗的衣物。Excuseme,sir.Doyouhaveanylaundry?打擾一下，先生，您有要洗的衣物嗎？I’llsendsomeonetocollectyourlaundry.我會(huì)派人來(lái)收取您要洗的衣物。3．送回衣物Yourpantsareready.您的褲子洗好了。Pleasechecktheclothestoseeifthereisanythingwrong.請(qǐng)檢查衣物是否有問(wèn)題。4．關(guān)于洗衣服務(wù)的意外情況Sorry,thecuffofyourshirtisdamagedwhenwepressedit.We’llbuyyouanewone.對(duì)不起，這件襯衫的袖口燙壞了，我們會(huì)賠您一件新的。

Theindemnitywon’texceedtentimesthelaundrycost.賠償費(fèi)不會(huì)超過(guò)洗衣費(fèi)的10倍。Oh,thiscoatisnotmine.AndIfindthatthereisashirtmissing.哦，這件衣服不是我的。而且我發(fā)現(xiàn)我少了一件襯衫。KeySentences核心句子知識(shí)儲(chǔ)備5．關(guān)于衣物修補(bǔ)Don’tworry,wehaveabuttonthatmatches.不用擔(dān)心，我們有跟衣服相配的扣子。Itisslightlydifficulttorepair,soitwillcostalittlemore.這個(gè)有點(diǎn)難修補(bǔ)，所以價(jià)格會(huì)更貴些。Wouldyoulikeitmendedwithinvisiblestitchingorapatch?您想從里面縫補(bǔ)，還是直接從外面補(bǔ)上一塊補(bǔ)??？Idon’tthinkwecanrepairthiszipper.Wouldyoulikeittobereplaced?我覺(jué)得這個(gè)拉鏈修不了，您愿意換一個(gè)新的嗎？KeySentences核心句子Dialogue1IntroducingLaundryServicetoGuests為客人介紹洗衣服務(wù)Scene:Ahousekeepercomestotheguest’sroomtotidyitup.Theguestconsultsheraboutthelaundryservice.H:HousekeeperG:GuestH:

(Thehousekeeperknocksatthedoorfirstandsays)Housekeeper,mayIcomein?G: Comein,please.H: I’msorrytodisturbyou,sir.MayIcleantheroomnow?G: Yes,please.Bytheway,doyouofferlaundryservice?H: Yes.sir.Wehavegoodlaundryservice.Ifyouhaveanylaundry,justleaveitinthelaundrybaginthecloset.Andnotifyinthelaundrylistwhetheryouneedyourclothesironed,washed,dry-clean,ormended.Signyournameandputthelaundrylistinthelaundrybageither.Thehousekeeperwillcollectthemfrom9:00to11:00inthemorning.G: Oh,Isee.WhencanIhavemyclothesback?H: Laundrydeliveredbefore11amwillbereturnedat6pm.Laundrydeliveredafter11amwillbereturnedat6pmthenextday.G: Verygood.Howaboutthelaundrycharge?H: Therearedifferentchargesfordifferentclothes.Youmay

refertothelaundrylistfordetails6.G: OK.Thanks.H: Youarewelcome.情景對(duì)話Dialogue2ExpressService快洗服務(wù)Scene:Aguestinroom301callstheHousekeepingOfficeat2pmtoorderalaundryservice.C:ClerkintheHousekeepingOfficeG:GuestC: HousekeepingOffice,Lisaspeaking.WhatcanIdoforyou?G: Couldyousendsomeoneupformylaundry,please?Room301,Bell.C: Certainly,Mr.Bell.Alaundrymanwillbeupinafewminutes.G: Good.Ihaveasuitthatneedstobecleaned.C: Allright,Mr.Bell.Pleasefillinthelaundrylist.G: OK,whencanIhavemylaundryback?C: Usuallythelaundrycollectedafter11amwillbesentbackaround6pmthenextday.Youcanalsochoosetheexpressservice,whichonlytakes4hours.G: Great.Ineedmysuitthisevening.ThenI’llchoosetheexpressservice.C: Noproblem,Mr.Bell.Justfillinthelaundrylist.G: Whatabouttheprice?C: Wecharge50%moreforexpress.G: OK.I’llchoosetheexpressservicethen.Oh,Ithinkyourlaundrymanisatthedoor.C:Please

feelfree

toaskhimifyouneedanything.Also,pleaserefertoyourlaundrylistforfurtherinformation.Thankyouforcallingandhaveaniceday.情景對(duì)話Dialogue3SendingtheWrongClothes送錯(cuò)衣物Scene:Aguestinroom401callstheHousekeepingOffice.C:ClerkintheHousekeepingOfficeG:GuestH:HousekeeperC: Goodafternoon.HousekeepingOffice,Lisaspeaking.MayIhelpyou?G: Yes.Themaiddeliveredsomelaundrytomyroombutit’snotmine.Iwantmineback.C: I’msorry,madam.I’IIlookintothematterrightawayandsendsomeonetohandleit.(Afterawhile.)H: Housekeeper.MayIcomein?G: Yes,comein,please.H: Goodafternoon,madam.I’mreallysorryforsendingyouthewrongclothes.I’vebroughtyourlaundry.Aretheseyours,madam?G: That’smine.Couldyouputthemonthebed,please?H: Certainly,madam.MayIhaveyoursignaturehere,please?G: Sure.情景對(duì)話H: Thankyou,madam.MayIhavethemiss-delivereditems,please?G: Ofcourse.Hereyouare.H: Thankyou,madam.Weareverysorryfortheinconvenience7

causedtoyou.G: That’sallright.Weallmakemistakessometimes.H: Thankyouforbeingsounderstanding.We’llbemorecarefulnexttime.G: Good.H: IsthereanythingelsethatIcandoforyou?G: Nomore,thanks.H: Withpleasure.Haveagooddayandgoodbye.G: Goodbye.情景對(duì)話情景對(duì)話NewWords1.iron /'a??n/ n.

熨斗；烙鐵；堅(jiān)強(qiáng)

vt.

熨；用鐵鑄成2.satisfaction /?s?t?s'f?k?n/ n.

滿意，滿足3.ordinary /???dnri/ adj. 普通的；平凡的；平常的

n.

普通；平常的人（或事）4.collect /k?'lekt/ v. 收集；募捐5.deliver /d?'l?v?(r)/ v.

交付；發(fā)表；遞送6.detail /'di?te?l/ n.

細(xì)節(jié)，瑣事7.Inconvenience /??nk?n'vi?ni?ns/ n.

不便；麻煩情景對(duì)話SpecialTerms1.laundryservice

洗衣服務(wù)

2.expressservice

快洗服務(wù)3.laundrylist

洗衣單

4.laundrybag

洗衣袋5.laundrycharge

洗衣費(fèi)Phrases1.setup

建立；裝配

2.providesb.with

為某人提供……3.fillin

填寫

4.consultsb.aboutsth.

向某人咨詢某事

5.referto

參閱

6.sendsomeoneup

派某人上樓7.feelfree

無(wú)拘束；隨自己之意

8.lookinto

調(diào)查情景對(duì)話Notes1.Providingguestswithqualitylaundryservicecanimproveguestsatisfaction.給客人提供高質(zhì)量的洗衣服務(wù)可以提升客人對(duì)酒店的滿意度。2.Theexpressserviceisrequiredthatthelaundrywouldbereturnedwithin3to4hoursafterreceivingthelaundry,and50%oftheurgentfeeischarged.快洗服務(wù)要求衣物在被收走3至4小時(shí)內(nèi)送回，通常需要額外收取50%的加急費(fèi)。3.Ifyouhaveanylaundry,justleaveitinthelaundrybaginthecloset.Andnotifyinthelaundrylistwhetheryouneedyourclothesironed,washed,dry-cleaned,ormended.

如果您有任何要洗的衣物，可將其放在衣柜內(nèi)的洗衣袋中，并在洗衣單上注明需要熨燙、水洗、干洗還是修補(bǔ)。情景對(duì)話PhrasesandWordsaboutRoomReservation1.collar

衣領(lǐng)

2.sleeve

袖子3.detergent

洗滌劑

4.handwash

手洗5.hole

洞

6.fabricsoftener

織物柔軟劑7.same-dayservice

當(dāng)日可取

8.sweater

毛衣9.eveningdress

晚禮服

10.jacket

外套11.lady’ssuit

女用套裝

12.tuxedo

無(wú)尾禮服13.pleatedskirts

百褶裙

14.silkblouse

絲質(zhì)上衣15.gloves

手套

16.two-piecesuit

兩件式西裝17.shorts

短褲

18.sportsjacket

運(yùn)動(dòng)夾克19.jeans

牛仔褲

20.sewonabutton

縫扣子21.repairthezipper

修拉鏈

22.stitch

縫合23.colorfast

不褪色的

24.comeoff

脫落情景對(duì)話()1.Laundryserviceisessentialinafive-starhotel.()2.Usuallythelaundrycollectedat2pmwillbesentbackinthenextevening.()3.Expressserviceismuchfasterthantheordinarylaundryservice.()4.Expressservicecosts1.5timesasmuchasordinarylaundryservice.()5.Ifaguestneedslaundry,heorshemustfillinthelaundryform.ExercisesⅠ.Judgewhetherthefollowingstatementsaretrue(T)orfalse(F).TTTTT情景對(duì)話1．洗衣服務(wù)

2．快洗服務(wù)3．洗衣單

4．洗衣袋5．洗衣費(fèi)

6．衣柜ExercisesⅡ.TranslatethefollowingtermsintoEnglish.laundryservice expressservicelaundrylistlaundrybaglaundrychargewardrobe情景對(duì)話1．早上好，先生，您有要洗的衣物嗎？______________________________________________________________________2．您的衣柜里有一個(gè)洗衣袋。______________________________________________________________________3．請(qǐng)將您要洗的衣物放在洗衣袋里。______________________________________________________________________4．填寫好洗衣單并簽上您的名字。______________________________________________________________________5．11點(diǎn)前收的衣物通常會(huì)在當(dāng)天下午6點(diǎn)左右被送回。______________________________________________________________________6．11點(diǎn)之后收的衣物會(huì)在第二天下午6點(diǎn)左右被送回。______________________________________________________________________ExercisesⅢ.TranslatethefollowingsentencesintoEnglishandpracticewithyourpartner.Goodmorning,sir.Doyouhaveanylaundry?Thereisalaundrybaginthewardrobe.Pleaseputyourlaundryinthelaundrybag.Pleasefillinthelaundrylistandsignyourname.Laundrycollectedbefore11amwillbesentbackaround6pmatthesameday.Laundrycollectedafter11amwillbesentbackat6pmthenextday.情景對(duì)話7．我們還有快洗服務(wù)，選擇該服務(wù)4小時(shí)之內(nèi)就能收回衣物。______________________________________________________________________8．我們將多收50%的服務(wù)費(fèi)。______________________________________________________________________9．我來(lái)拿您要洗的衣物。______________________________________________________________________10．先生，這是您送洗的衣物，請(qǐng)確認(rèn)一下。______________________________________________________________________ExercisesⅢ.TranslatethefollowingsentencesintoEnglishandpracticewithyourpartner.Ⅳ.Listentotherecordandrepeatthesentencesyouhaveheard.Wealsohaveexpressservice.Itonlytakes4hourstohavethelaundrydone.We’llcharge50%moreforservice.I’mheretocollectthelaundry.Sir,hereisyourlaundry.Pleasehaveacheck.Task3維修服務(wù)MaintenanceServiceⅠ.Determinewhetherthefollowingstatementsarehotelmaintenancedutiesornot.任務(wù)導(dǎo)入()1.Puttingnewcarpetsinguestrooms.()2.Repaintingwalls.()3.Installingnewlightbulbsinthehotel’soutdoorlamps.()4.Greetingguests.()5.Adjustingthesettingsofcoolingandheatingequipment.()6.Cleaningguestrooms.()7.Fixingbrokenfurniture.()8.Checkingguestsinandout.()9.Fixingminorelectricalissues.()10.Makingfaucets(水龍頭)stopleaking.√√√×√×√×√√Ⅱ.Watchthevideoanddiscusshowtooffermaintenanceservicesinahotelwithyourpartners.任務(wù)導(dǎo)入點(diǎn)擊上方圖片觀看視頻知識(shí)儲(chǔ)備Sometimesguestsmayhavetroublewiththefacilitiesintheirrooms.Inthatcase,theywillcalltheHousekeepingOfficeorServiceCenter.Theemployees1oftheHousekeepingOfficeortheServiceCenterneedtoapologizefirstfortheinconveniencecausedtotheguestandthenasktheguestwhat’swrongwiththefacility,gettheguest’sroomnumber,andpromisetheguesttosendarepairmantorepairitimmediately.Afterhanginguptheguest’sphone,thestaffneedstocalltheEngineeringDepartmentandaskthemtosendamaintenance2

mantofixit.BackgroundKnowledge背景知識(shí)知識(shí)儲(chǔ)備1．客人報(bào)修Thereissomethingwrongwiththeair-conditionerinmyroom.我房間里的空調(diào)壞了。TheTVinmyroomisoutoforder.我房間里的電視壞了。Theelectrickettleinmyroomdoesn’twork.我房間里的電熱水壺壞了。Thecupisbroken.杯子摔碎了。Thetoiletinmyroomisblocked.我房間里的馬桶堵了。Thebathtubinmyroomisleaking.我房間里的浴缸漏水。Thebasininmyroomdoesn’tleak.我房間里的水池堵了。KeySentences核心句子知識(shí)儲(chǔ)備2．答復(fù)客人I’msorrytohearthat.Iwillsendsomeonetocheckit/fixitsoon.對(duì)不起！我馬上派人去查看一下/修理一下。I’msorry