《酒店職業(yè)英語》課件-Chapter 2 Unit 4

WorkplaceEnglishforHotel酒店職業(yè)英語

UnitTwo

MaintenanceService

Chapter2WorkinginHousekeepingDepartmentABThehousekeepingdepartmentdependsonmaintenancetokeepthingsinorder.CAneedforurgentrepairsisreportedtomaintenanceovertelephoneandtheserequestsareusuallydealtwithpromptly.MaintenanceDepartmentOnMaintenanceDepartment:Responsiblefortheprovisionofengineeringfacilitiesthatcontributetothecomfortofguestandincreasetheefficiencyofstaff.Catalogue123456TaskDecompositionTaskFulfillingTaskReinforcementTaskExtendingProfessionalAdvancement7TaskDescriptionPeerAssessmentTaskDescriptionMaryWhitestaysinroom306inGrandHotel.Shefindsitveryannoyingthattheair-conditionerinherroomdoesn’twork,soshecallsthehousekeeperformaintenance.Ahousekeepingclerkanswersthephonecall.Task1:AnsweringacallformaintenanceserviceThereissomethingwrongwiththetoiletinMrs.White’sroom.Shecallsthehousekeeperformaintenance.Aplumberissenttoherroomthefixtheproblem.Task2:FixingthetoiletataguestroomTaskDecomposition2.1UsefulWordsairconditionertoiletremotecontroltablelamp2.12.22.3showerheadsafetydepositboxmini-barelectricwaterkettle2.12.22.32.2WordsChargingair-conditioner[θ?'m?m?t?]inconvenience[?nk?n'vi?n??ns]frustrating[fr?'stre?t??]maintenance['me?nt(?)n?ns]fix[f?ks]clogged[kl?gd]plumber['pl?m?]flush[fl??]n.空調；空調設備n.不便，麻煩adj.令人沮喪的n.維護，維修v.修理，安裝adj.阻塞的；堵住的n.水管工；管道工v.用水沖洗2.12.22.32.12.22.32.3WorkingProceduresandUsefulSentencePatterns2.3.1Recordingdeficienciesinthefacilitiesofhotelguestrooms.

Theair-conditionerdoesn'twork.

I'mafraidthereissomethingwrongwiththetoilet.It'sclogged.

I'mhavingproblemswiththeTVsetinmyroom.

Thetoiletisoutoforder.Itdoesn'tflush.

Thewaterkeepsrunningfromtheshowerhead.

Thereisnohotwaterinthebathroom.

Thewaterpipekeepsleakingallnight.

Thereisnoelectricityinmyroom.2.12.22.32.3WorkingProceduresandUsefulSentencePatterns

Ourmaintenancepersonisonacalltofixitrightnow.

I'llsendsomeonetorepairitimmediately.

Therepairmanwillcometoyourroomwithin10minutes.

Someonefrommaintenancewillgofixit.

We'llsendaplumbertocheckitrightaway.

I'mheretofixthetoilet.

I'mnotverysureabouttheproblembutI'llseewhatIcando.

Ourmaintenancetechnicianwillchecktheproblemofthewindowinyourroom.

Nowitworks.Pleasehaveacheck.2.3.2Providingmaintenanceservice.TaskFulfilling3.1SampleConversationaboutAnsweringaCallforMaintenanceService

(H:Housekeeper;M:MaryWhite)H:HowmayIhelpyou?M:Yes,I’vecalledtwiceaboutthis.Icheckedinacoupleofhoursagoandtheair-conditionerdoesn’twork.Youknow,it’sveryhotintheroomhere.H:I’msorry.LetmeseewhatIcandoaboutit.What’syourroomnumber?M:Room306.H:Mrs.White?M:That’sright.3.13.23.1SampleConversationaboutAnsweringaCallforMaintenanceServiceH:I’mreallysorryabouttheinconvenience,Mrs.White.Iknowhowfrustratingitcanbewhentheair-conditioningdoesn’twork,especiallyonanightliketonight.Ourmaintenancepersonisonacalltofixitrightnow.Hecanbeinyourroomin10minutes,orifyou’dlike,wecanchangeanotherroomforyourightnow,justonthesamefloor.M:Well.Ireallydon’twanttomoverightnow.Butifit’sin10minuteslikeyousaid,thatwouldbenoproblem.H:Ok.I’llgivemaintenanceanothercallandwe’llhaveittakencareof.Again,Iapologizefortheproblem.3.13.23.2SampleConversationaboutFixingtheToiletataGuestRoom(H:Housekeeper;M:MaryWhite;P:Plumber)H:Goodmorning,Housekeeping.HowmayIhelpyou?M:Goodmorning.I’mafraidthereissomethingwrongwiththetoilet.It’sclogged.H:I’msorrytohearthat.MayIhaveyourroomnumber,please?M:It’s306.H:Room306.Don’tworry,Mrs.White,we’llsendaplumbertocheckitrightaway.Pleasewaitafewminutes.P:MayIcomein?3.13.23.2SampleConversationaboutFixingtheToiletataGuestRoomM:Comein,please.P:I’mheretofixthetoilet.What’sthematter?M:Itdoesn’tflushthismorning,andthebathroomsmellsnotgood.P:(Fixthetoiletwithspecialequipment)It’sallrightnow.Pleasetryit.M:It’sworkingnow.Thankyouverymuch.P:AnythingelseIcandoforyou?M:No,thanks.P:Haveaniceday!3.13.2TaskReinforcement

MakeasituationalconversationaboutmaintenanceserviceStudentA:YouarePeterBlackinroom1203.Callhousekeepingbecausethewaterkeepsrunningfromtheshowerheadinyourbathroom.StudentB:Youareahousekeepingclerk.Answerthephoneandtellhimthatsomeonefromthemaintenancewillbesenttohisroomin15minutes.4.1RolePlays14.14.24.34.44.54.6

MakeasituationalconversationaboutmaintenanceserviceStudentA:YouareaguestinRoom609.Callhousekeepingbecausetheelectricalheaterinyourroomdoesn’twork.It’sverycoldinyourroom.StudentB:Youareahousekeepingclerk.Answerthephoneandtellhimthatatechnicianfromthemaintenancewillbesenttohisroomatonce.4.1RolePlays24.14.24.34.44.54.64.2ListeningPractice

4.2.1Listentotheconversationandfillintheblankswithawordorwordsyou’veheard.（H:Housekeeper;G:Guest）H:Goodmorning.1)_______________.HowmayIhelpyou?G:Yes,thereseemstobesomethingwrongwiththe2)_____________.H:Whatexactlyisthematter,sir?G:Thewaterkeeps3)____________inthetoilet.4.14.24.34.44.54.6Housekeepingtoiletrunning4.2ListeningPractice

4.2.1Listentotheconversationandfillintheblankswithawordorwordsyou’veheard.H:Isee.I’llsendaplumberfromour4)_____________Departmentrightaway.G:Allright.Butthereisanotherproblem.Thereisnohotwaterinthebathroom.H:Idoapologizeforthe5)_______________,sir.Theplumberwillseetothataswell.G:Thankyouverymuch.4.14.24.34.44.54.6inconvenienceMaintenance4.2ListeningPractice

4.2.2Listentotheconversationanddecidewhetherthefollowingstatementsaretrue(T)orfalse(F).1)Theguestdidn’tplugthetablelampintothewall.()2)Anelectricianwillbesenttofixthelampintheguestroom.()3)Theguestcannotwaitfor15minutes.()4)Thetablelampwillsoonbereplacedwithanewone.()5)Theguesthastoworkalotthatnight.()4.14.24.34.44.54.6FFTTT4.3Matching

ColumnA1）tablelamp 2）airconditioner3）safetydepositbox 4）showerhead5）toilet6）mini-bar7）remotecontrol8）electricwaterkettle9）plumber10）maintenance

ColumnBA.水管工B.馬桶C.桌上臺燈D.迷你冰箱E.電燒水壺F.空調G.保險箱H.維修I.遙控器J.淋浴噴頭4.14.24.34.44.54.6

CFGJBDIEAH4.4Translation

4.4.1PutthefollowingsentencesintoEnglish.1）我房間的遙控器壞了。2）電視機圖像不清楚。

3）我會馬上派水管工去你房間的。4）馬桶圈壞了。5）我們的維修工人10分鐘后過去。4.14.24.34.44.54.6Thereissomethingwrongwiththeremotecontrolinmyroom.ThepictureoftheTVsetisnotclear.I’llsendaplumbertoyourroomatonce.Thetoiletseatisbroken.Ourmaintenancetechnicianwillbetherein10minutes.4.4Translation

4.4.2PutthefollowingsentencesintoChinese.1)Thereisaterriblesmellcomingoutfromtheairconditioner.2)Iwillreporttheproblemyousaidjustnowtothemaintenanceimmediately.3)Thewindowofmyroomgetsstuckandcan’tbeclosed.4)Theelectricheaterinmyroomdoesn’tgetwarmenough.5)Icannotunlockthesafetydepositboxinthewardrobe.4.14.24.34.44.54.6空調機里發(fā)出很難聞的味道。我馬上把你剛剛說的問題匯報給維修部。我房間的電加熱器不夠熱。我打不開衣櫥內的保險箱了。我房間的窗戶卡住了，關不上。4.14.24.34.44.54.64.5MultipleChoices1)Lastweekafire___________inthathotel,sothehotelsufferedaheavyloss.A.brokeupB.brokeoutC.brokeofD.brokedown2)Thewine_________alittlebitterthistime.A.tastesB.soundsC.looksD.feels3)Thepoliceare__________thetrafficaccidentthathappenedyesterday.A.lookingafterB.lookingforwardtoC.lookingintoD.lookingdownupon4)WeweretalkingabouttheAmericantourists_________wemetduringourtriptoBeijing.A.whatB.whichC.whoseD.whom5)Tracyfoundapurse____________ontheground.A.lieB.layC.lainD.lyingDiscussthefollowingquestionswithyourpartnersandtrytosolvetheproblemsconcerningmaintenanceservice.1)Whatwouldyoudowhensomethinginyourroomdoesn'twork?2)Doyouknowwhatarethecommontypesofmaintenanceworkinahotelare?3)Howwouldyoucomfortanangryguestwhofindssomethingwronginhisroom?4)Whatwouldyousayifyouarenotsureiftheproblemoftheroomcanbefixed?5)Whatwouldyousaywhentheguesthastowaitforsometimetillsomeonegoestofixtheproblem?4.6Discussion4.14.24.34.44.54.6TaskExtendingWorkinpairsandtrytofillouttheformbelowaccordingtoconversation3.25.15.25.15.2SAMPLEMAINTENANCEREQUESTFORMDATENotmentioned.TIMENotmentioned.ROOMNO.

LOCATIONNotmentioned.REPORTEDBY

PROBLEM

ASSIGNEDTO5.15.2DATECOMPLETEDNotmentioned.TIMESPENTNotmentioned.COMPLETEDBY

REMARKS

SHIFTINCHARGEGUESTSIGNATURENotmentioned.ProfessionalAdvancement6.16.2TypesofMaintenanceWorkIntermsoffrequency,urgencyandcomplexityofthejob,therearethreelevelsofmaintenancework:1.RoutinemaintenanceThisinvolvesmaintenanceactivitiesthatrelatedtothegeneralupkeepofthehotel.Theyoccuronaregularbasis,dailyorweeklyandrequiredminimaltrainingskills.Theseactivitiesdonotcallforthemakingoutofaformalworkorderandnorecordsaremaintainedforthem.Mostoftheseroutinemaintenanceactivitiesarecarriedoutbyhousekeeping.Propercareofmanysurfacesandmaterialsbyhousekeepingpersonnelisthefirststepintheoverallmaintenanceprogramfortheproperty,suchasthepolishingoffurniture,cleaningofwindowsandfloorandsoon.6.16.22.reventivemaintenanceThisissystematicapproachtomaintenanceinwhichsituationsareidentifiedandcorrectedonaregularbasistocontrolcostandkeeplargerproblemsfromoccurring.Itinvolvesinspections,minorcorrectionsandinitiationofworkorders.Inspection–Duringthenormalcourseoftheirduties,housekeepingpersonnelcarryoutinspectionofmostareas.Roomattendantsandsupervisorsregularlycheckforleakingfaucets,chippedcaulkingaroundbathroomfixtures,fusedbulbs,ACmalfunctionandsoon.6.16.2Minorcorrection–Problemofagreatermagnitudeareavoidedifminorrepairsareattendedtopromptly.Ifcommunicationbetweenhousekeepingandmaintenanceisefficient,minorrepairswillberectifiedbythemaintenancedepartmentevenastheroomattendantiscleaningtheguestroom.Initiationofworkorder–Preventivemaintenancesometimesidentifiesproblemsthatarebeyondthelimitedscopeofminorcorrections.Thenecessaryworkisthenreferredtothemaintenancedepartmentthroughaformalworkordersystem.Thechiefmaintenanceofficerorthechiefengineerthenschedulesthismaintenanceworktobedone.6.16.23.SchedulemaintenanceThisinvolvesmaintenanceworkinitiatedbyaworkorder.Workorderiskeyelementsinthecommunicationandcoordinationbetweenhousekeepingandmaintenance.Themomentahousekeepingpersonneldetectsaproblemthatrequiresattentionfrommaintenance,she/hecallsthehousekeepingcontroldesk,statingthenatureoftheproblem,thekindofassistancerequired,andthelocationwhereitisrequired.Thecontroldeskfillsoutaworkorderformintriplicate,eachcopybeingofadifferentcolor.Onecopyissenttotheexe