饭店英语教案uni.doc

Unit Five Chamber ServiceForewords: The most important things of housekeeping department is to clean the guests rooms, but it should be efficient and should satisfied the guests. But there is no universal standard for cleanliness. So the housekeeper must be guided by common sense. The housekeeper should be smart, intelligent, hard-working, interested in looking after guests and making their stay enjoyable.1. Warming-up Exercises(1). Passage of page 13(2). Exercise: a. What does the “Do Not Disturb” sign indicate? b. What is the different the services of makeup and pick up? c. What does the guest usually request if he wants to meet his friends in his room in the morning? d. In addition to keeping the rooms clean, what are the other responsibilities of the housekeeping staff?2. Notes to the Dialogues (P48)(1) DND (Do Not Disturb) room(2) turn down service 做晚床(3) request an early makeup or request an early room cleaning 提早整理房间服务(4) refrigerator-mini-bar 冰箱式小酒吧(5) Im sorry to disturb you, sir.(6) the time difference (7) chilled water客房部常用词汇表： escalator 自动楼梯bookshelf 书架ground floor (英)底，层，一楼cabinet 橱柜switch 开关Venetian blind 百叶窗帘 curtain 窗帘 wastebasket 字纸篓tea trolley 活动茶几night table 床头柜 first floor (英)二楼，(美)一楼 folding screen 屏风hanger 挂钩plug 插头wall plate 壁上挂盘 Chinese painting 国画 elevator, lift 电梯drawer 抽屉second floor (英)三楼，(美)二楼 spring 弹簧cushion 靠垫，垫子socket 插座，插口sitting room 起居室voltage 电压floor 楼层，地板carpentry (总称)木器tea table 茶几bedclothes 床上用品quilt 被子 mattress 床垫thermos 热水瓶 transformer 变压器另加的Notes:1. check-out room 走房2. Room Center 房务中心3. Room status report 房况表4. PA cleaner 公共场所保洁员5. baby-sitting 托婴服务3. Dialogues of Teaching Material (Acting and translating)4. Useful Sentence Patterns(1) Doing the room(2) Promising to take actions(3) Offering help(4) Telling the guest about services(以下部分为第五单元中有MP3的听力练习部分，练习书上为六单元)1What work in included in this department.A. Listen to the tape and mark () according to what items are offered by the Front Office to the Housekeeping Dept. , and vice versa.Arrival ListRoom StatuesCheck-out ListBed Occupancy listFront OfficeHousekeepingHousekeepingFront OfficeB. Listen to the tape again and complete the following conversation with the information you hear.A: How does the Housekeeping Dept. coordinate with the Front Office?B: The Front Office provides the Housekeeping Dept. with the arrival list, particularly ( ).A: What else?B: The Front Office also provides the check-out room list for the Housekeeping.A: ( ) by the check-out room?B: It means a room to be vacated ( ) the guests stay. The Housekeeping Dept. staff have to get these rooms ready ( ) by the Front Office.A: Then what does the Housekeeping Dept. offer to the Front Office?B: The room status report is compiled ( ) and sent to the Front Office.A: I see. Thank you.A. Listen to the above dialogs carefully, and tell:1. 2. 3. 4. 5. (以下为本单元练习部分)1Exercises of Book.2. Answer the following questions.（练习书上为七单元 MP3）1What are included in Personal Service.A. Listen to the tape, decide what each conversation is about and mark () where appropriate.LaundryServiceBaby-sittingServiceBuying Thingson RequestShoe-shining ServiceOfferingExtra ThingsInquiry 1Inquiry 2 Inquiry 3Inquiry 4Inquiry 5B. Listen to the tape and answer the questions with the information you hear.1. What are the qualities a baby-sitter should have?2. How much should the guest pay for the baby-sitting service?3. What formalities should the guest go through for the baby-sitting service?4. How can the guest pay for the baby-sitting service?C. Listen to the tape again and complete the following conversation with the information you hear.Room Center (C): Good morning. Room Center. How may I help you?Guest (G): This is Jane Hobbs calling from Room 901. Could you send someone to ( ) my child this evening?C: Certainly. We have baby-sitting service. The baby-sitters are all reliable and experienced.G: Good. Could you tell me ( )?C: Its 20 yuan an hour, for a minimum of four hours.G: Oh, thats ( )C: Please wait a moment. Well send you a confirmation form for you to sign.G: Shall I pay in cash?C: Not necessary. Well add it ( ).D. Now try to discuss as many personal services as possible that hotel guests might ask for.2. How to offer personal services.Dialog 1: Laundry Service(The guest is talking with the room attendant about the laundry services.)Listen to the tape and answer the following questions:1. What to do if the guest has some laundry?2. When the guest can usually get his laundry back?3. What the hotels policy on laundry damage is?Dialog 2: Dealing with a Difficult Guest(Mrs. Andersons diamond necklace is missing. She steps into the Housekeepers office angrily.)Listen to the tape and answer the following questions:1. Why the hotel should not be held responsible for the guests lost valuables?2. Why the General Manager and the Housekeeper should say the same thing in dealing with groundless complaints.3. Say the following in a more courteous way.a. Just read the Service Information Booklet. Everything is in it.b. Dont you remember Ive already told you how to use the minijar?c. Thats not my department. Just contact the reception.d. The button came off before we received your dress. Its not our fault.Housekeeping客房服务Key Sentences（重点句子）99HousekeepingMay I come in？我是客房的，可以进来吗？100When would you like me to do your room，sir？您要我什么时间来给你打扫房间呢，先生？101You can do it now if you like如果您愿意，现在就可以打扫。102I would like you to go and get me a flask of hot water我想请你给我拿一瓶开水来。103Im sorry that your flask is empty很抱歉您的水壶空了。104May I do the turn-down service for you now？现在可以为您收拾房间了吗？105Oh，thank youBut you see，we are having some friends over噢，谢谢，但你知道我们邀请了一些朋友过来聚聚。106Could you come back in three hours？你能不能过3小时再来整理？107Certainly，madamIll let the overnight staff know当然可以，女士。我会转告夜班服务员。108Would you tidy up a bit in the bathroom？请整理一下浴室好吗？109Ive just taken a bath and it is quite a mess now我刚洗了澡，那儿乱糟糟的。110Besides，please bring us a bottle of just boiled water此外，请给我们带瓶刚烧开的水来。111Its growing darkWould you like me to draw the curtains for you？天黑下来了，要不要我拉上窗帘？112Is there anything I can do for you？您还有什么事要我做吗？113Im always at your service乐意效劳。Dialogue AA：HousekeepingMay I come in？B：Yes，pleaseA：When would you like me to do your room，sir？B：You can do it now if you likeI was just about to go down for my breakfast when you cameBut before you start，would you do this for me？A：Yes，what is it？B：I would like you to go and get me a flask of hot waterI need some hot water to wash down medicine after breakfastA：Im sorry that your flask is emptyIll go and get you an- other flask thats full at onceB：Thank youDialogue B（The Turn-down Service）A：Good evening，madam and sirMay I do the turn down service for you now？B：Oh，thank youBut you see，we are having some friends overWere going to have a small party here in the roomCould you come back in three hours？A：Certainly，madamIll let the overnight staff knowThey will come thenB：Thats fineWell，our friends seem