实用阶梯英语PPT课件

1 实用阶梯英语 酒店英语项目实训指导书 2 Diagram 3 Program2 HousekeepingDepartment项目二客房部 TheHousekeepingDepartmentisoneofthemainoperationaldepartmentsofahotel Inasense itispossibletosaythatacleanandpleasingguestroomisoneoftheproductsthatahotelsells Itsdutyistoensurethecleanlinessandgoodorderofallroomsandpublicareasinthehotel andprovideallgoodandnecessaryservicesinordertocreateanideallivingenvironment Tokeeptheoperationofthehotelgoingsmoothly itmustalsocoordinatetheworkcloselywithotherdepartments HousekeepingDepartmentIntroduction客房部介绍 4 HotTip 客房部是酒店主要运营部门之一 在一定程度上 一个整洁而令人愉悦的客房 就是酒店出售的产品 它的职责就是确保客房和整个公共区域清洁 有序 并为创造出理想的居住环境提供必要的服务 为了保持整个酒店的顺畅运作 它也必须与其他部门建立紧密的合作 5 HotTip MainFunctionsoftheHousekeepingDepartment前厅部主要功能 ChamberService客房服务 LaundryService洗衣服务 RoomService客房送餐服务 Turn downService做夜床服务 SpecialServices特殊服务 MaintenanceService维修服务 MiscellaneousService其他服务 6 FrontOffice GuidingtheGuesttotheGuestRoom 1 LaundryServices 3 OtherSpecialServices 4 7 HotTip Task1ReceivingRoomReservations工作任务一受理客房预订 TaskObjectives任务目标Afterlearning youshouldbeableto 学完后 应该掌握 receivetheguests接待客人 introducetheroomfacilitiesandservices介绍客房设施和服务 8 HotTip Sub task1 ReceivingtheGuests子任务一接待客人 Sample 情景实例 Scene Thefloorattendantstepsforwardtowelcometheguests A Attendant G Guest A Goodmorning sirandmadam WelcometotheSeventhFloor I mthefloorattendant Didyouhaveapleasanttrip G Yes thanks WhereisRoom7013 please A It salonghere Wouldyoupleasestepthisway Mr andMrs Brown G OK Buthowdoyouknowournames A ItwasonthearrivallistforRoom7013 Hereweare Thisisyourroom MayIhaveyourkey please Letmeopenthedoorforyou 9 HotTip G Oh theroomissospacious Welikeitverymuch A Theroomisfacingthesouth Youcanhaveagoodviewofthegarden G Verywell Whenwilloursuitcasesarrive A Theywillbeherequitesoon Thebellmanishandlingthem Pleasewaitamoment G Verywell Lookingaroundtheroom A Howdoyouliketheroom G Oh itlookscomfortableandcozy Welikeitverymuch A Drawingthecurtainsaside TheroomisfacingthesouthandcommandsagoodviewoftheHuangpuRiver G Yes Howgreat 10 HotTip WordsandExpressions 词汇与表达 floorattendant楼层服务员spaciousa 宽敞的cozya 温馨的drawv 拉curtainn 窗帘 11 HotTip SituationalTraining 情景实训 RoleplayAguestfinishescheck in andthefloorattendantshowstheguesttoRoom801onthe8thfloor ThefloorattendantintroducestheRecreationCenterisonthe4thfloor andtheRestaurantisonthe2ndfloor Thefloorattendantopensthedoorandturnsontheair conditionerfortheguest Healsotellstheguestthepricelistofthemini barisunderthehotelserviceguide 12 HotTip Sub task2 IntroducingtheRoomFacilitiesandServices子任务二介绍客房的设备和服务 Sample1 情景实例一 Scene Thefloorattendanttellstheguesthowtousetheroomkeycard A attendant G Guest A Mr Black onceyouentertheroom youmustinsertthekeycardintotheholderhere Theelectricityonlyworkswhenthekeycardisinserted G Isee A Tousethewaterboiler youneedtohitthe On switch Itwillheatyourwaterwithinafewminutes G WillitkeepthewaterwarmifIleaveiton A Yes itwill Ifyouwouldliketoadmirethebeautifulview youcandrawthecurtainsbypullingthiscord G Oh whatawonderfulview 13 HotTip WordsandExpressions 词汇与表达 holdern 固定物electricityn 电insertv 插入waterboiler烧水壶switchn 开关pullv 拉cordv 绳索 14 HotTip Sample2 情景实例二 Scene Theroomattendantguidesthecustomerintohisbathroomandintroducessomethingtohim A Attendant G Guest A Thisisthebathroom G It sverynice A Pleasefeelfreetousethesecomplimentaryitemshere G Whichones A Theshampoo conditioner lotion toothbrush toothpasteandbathsalts G Doesthebathroomhaveahairdryeraswell A Yes itisintherightdrawer G Great Thanks 15 HotTip WordsandExpressions 词汇与表达 roomattendant客房服务员complimentarya 免费的itemn 物品shampoon 洗发水conditionern 护发素lotionn 润肤露toothbrushn 牙刷toothpasten 牙膏bathsalt浴盐hairdryer吹风机 16 HotTip Sample3 情景实例三 Scene Theroomattendanttellstheguestwhichgoodsintheroomarefreeofcharge A Attendant G Guest A Mr Black overhereyouwillfindyourhotwaterboilerandcomplimentarycoffeeandtea G Ireallylikecoffeethroughoutmyday Canyoubringupsomemore A Certainly JustcalltheFrontDeskwhenyouneedanything G CanIgetsomeextrapillows A Ofcourse butthereareonlytwoextrapillowshereinthecloset Doyoustillneedmorepillows G Ohno thatwillbealright Thanks A It sapleasure I llsendsomeoneupwithmorecoffeeforyounow G Thanksalot A Ihopeyouhaveapleasantstay 17 HotTip WordsandExpressions 词汇与表达 freeofcharge免费的throughoutprep 贯穿 从头到尾pillown 枕头 18 HotTip Sample4 情景实例四 Scene Theroomattendanttellstheguesthowtousethesafeintheroom A Attendant G Guest G Excuseme WherecanIkeepmypassportandmoneysafe A Everyroomhasasafeinthecloset G Howdoesitwork A Pleaseopenthesafe When Open isshowed youmustsetthecodebyinputtingasix digitpassword Thenyouputthedocumentsorvaluablesinsideandthesafewillbelockedwhenclosed Atthattime Lock willbeshowed Don tforgetthepasswordyouset otherwise youwillgetmuchtrouble 19 HotTip G HowcanIopenit A Justputinthesix digitpasswordandthesafewillbeopened G IfIputthewrongnumber A Itwillshow Error andneverbeopened Ifyouhaveanyquestions pleasecallusandwewillbegladtoassistyou G OK Thanks 20 HotTip WordsandExpressions 词汇与表达 safen 保险箱closetn 衣橱coden 密码setv 设置inputv 输入Six digitpassword六位数密码documentn 文件valuablen 贵重物品lockv 上锁errorn 错误 21 HotTip Sample5 情景实例五 Scene Theroomattendantintroduceshowtousethemini barandotherroomservices A Attendant G Guest G Excuseme Isthemini barincludedintheroomprice A No itisnot Hereisthepricesheet Yourmini barisstockedwithavarietyofdrinksandsnacks G WhatifIwantsomethingelsetoeatordrink A YoucancallRoomServices24hoursaday Youcandial7 Youhaveafullmenuhereinthishoteldirectorybookonthedesk G OK Thanks A Youarewelcome Pleasecallusifyouneedanything 22 HotTip WordsandExpressions 词汇与表达 pricesheet价格表bestockedwith储藏着avarietyof各种各样的directorybook通讯录 23 HotTip Sample6 情景实例六 Theroomattendantshowstheguesthowtousetheelectricfacilities A Attendant G Guest A Welcometoourhotel Mr Black I mtheroomattendant MynameisMary IsthereanythingIcandoforyou G Yes Wouldyoupleaseshowmehowtousesomeelectricfacilitiesintheroom A Certainly G HowcanImakeanoutsidecall A Pleasedial 0 first andthendialthetelephonenumberyouwant G Howabouttheairconditioner A Thisisthetemperaturecontroloftheair conditioner Youcanturnitclockwisetoadjustthetemperatureasyoulike 24 HotTip G I dliketoknowsomeprogramsintheevening A Justpressthebuttonontheup rightcornerinordertoturnontheTV Thereare50channels G Myelectricshaverisoperatedby110volts A Theelectricalcurrentinyourroomis220volts Butwehavepreparedtransformersonloanfortheguest I llbringyouoneatonce G I dappreciatethat A You rewelcome I malwaysatyourservice 25 HotTip WordsandExpressions 词汇与表达 electricfacility电器设备outsidecall外线电话dialv 拨打airconditioner空调temperaturecontrol温度调节器clockwisead 顺时针地adjustv 调节programn 节目 26 HotTip pressthebutton按这个按钮Up rightcorner右上角channeln 频道electricshaver电剃须刀voltn 伏特electricalcurrent电流transformern 转换器onloan出借 27 HotTip SituationalTraining 情景实训 Roleplay1 Onestudentshouldbetheguestandtheotherthehotelemployee Theguesthasjustfinishedcheckinginandthehotelemployeeneedstoshowtheguesttohisorherroom Onthewaytotheroomtheguestasksabouttherestaurants Whatwillyousay 2 Onestudentshouldbetheguestandtheotherthehotelemployee Thesituationsareasfollows Thehotelemployeeneedstoexplaintheothercomplimentaryitemsintheroom Whatotheramenitiesareintheroom b TheguestwantstoknowmoreaboutthefunctionsoftheTV Whatwillyoubothsay c Theguestwantstochangetheairtemperatureintheroom Thehotelstaffneedstoexplainhowtheairconditionerworks Whatwillyoubothsay 28 HotTip d TheguestwantstoknowwhethertheInternetisincludedintheroomrate Whatwillyoubothsay e Theroomattendantguidestheguestintotheroom Sheintroducesthebathfacilitiestotheguest Theredfaucet 水龙头 isforhotwaterandtheblueoneisforcoldwater Therunningwater 自来水 isnotdrinkable 可饮用的 TheguestwantstomakeIDDcalls InternationalDirectDial国际直拨电话 intheroom Theroomattendanttellshimthatheshouldjustdial9andthendialthecountrycodeandareacodebeforethephonenumberhewantstocall Theguestwantstousehislaptop 手提电脑 togettotheInternetintheroom Heaskswhetherthehotelwillchargetheusefee TheroomattendantexplainsthathecanusetheInternetbroadband 互联网宽带 forfreeandtheaccesshookup 连接 isonthedesk 29 HotTip Whatyoushouldbeabletoknow你应该知道的知识 TaskProcedure 任务流程 Receivetheguest 接待客人 Openthedoorandintroducetheroomfacilitiesandservicesbriefly 开门并简要介绍房间的设施和服务 Enquiretheguest sneeds 询问客人需求 Extendyourwishestotheguest 表达对客人的祝愿 30 HotTip TaskSkills 任务技巧 Theroomattendant bellman guidestheguestintotheroom 客房服务生 行李生 将客人领进房间 客房服务生或行李生为新来的客人打开房门后自己应先进客房 以避免新客人万一走错房间与房内客人照面的尴尬场面 春秋冬季下午 黄昏或晚上房内较暗 而无人的客房是不亮灯的 服务生先进去开灯 可免去客人不便 31 HotTip Afterguidingtheguestintohisroom youcanintroducethefacilitiesandservicestohiminitiatively Yououghttoexplainclearlyorshowhimhowtouseit What smore youshouldremindtheguestwhatkindsofservicestheguestshavetopayextra 在引导客人进入房间后 你可以主动为客人介绍设施和服务 你应该跟客人解释清楚或为他们展示如何使用这些设施 此外 你还应该提醒客人哪些服务是需要额外付费的 32 HotTip UsefulKnowledge 实用知识 ImportantpositionsintheHousekeepingDept客房部的重要岗位 HousekeepingManager客房经理RoomDivisionSupervisor客房主管FloorCaptain楼层领班FloorAttendant楼层服务生RoomAttendant客房服务生CloakMan Woman衣帽间服务人员PACleaner PublicAreaCleaner公共区域清洁员 33 HotTip Theroomattendantcanknowthenameoftheguestbythefollowingways arrivallist抵达名单luggagetag行李标签registrationform登记表restaurantreservation餐厅预订conventionormeetingnametags会议姓名标签askingtheguest询问客人 34 HotTip SomeusefulsentencesintheHousekeeping客房服务实用表达 Pleasefollowme Iwill showyoutoyourroom请跟我来 我会领您去您的房间 tellyouaboutthehotel请跟我来 我会向您介绍一下酒店 showyoutheway请跟我来 我会给您带路 giveyouaroomtour请跟我来 我会带您参观一下房间 explaintheroomtoyou请跟我来 我会向您介绍一下您的房间 35 HotTip Thisroomisa has deluxeroom这是一个豪华间suite这是个套房standardroom这是个标准间onequeen sizedbed这个房间有张大床twotwinbed这个房间有两张双人床 36 HotTip Please Pleasethekeycardhereforelectricity请把钥匙卡插在这里取电Usethedoorknobcardsforformoreservices如需更多服务 请使用门把上的卡片 Usethedigitalalarmclockorwake upservice请使用数字闹钟或叫醒服务Callroomserviceanytime可随时打电话要求客房送餐服务Callusifyouneedanything如有任何需要请给我们打电话 37 HotTip Task2ChamberServices工作任务二客房服务 TaskObjectives任务目标Afterlearning youshouldbeableto 学完后 应该掌握 cleantheguestroom提供清洁客房服务 offerturn downservices提供做夜床服务 provideextendingbedserviles提供加床服务 provideroomservices客房送餐服务 offerwake upcallservices提供叫早服务 38 HotTip Sub task1 CleaningtheRoom子任务一清洁客房 Sample1 情景实例一 Scene Theroomattendantcomestocleantheguestroom Heknocksatthedoorfirst A Attendant G Guest A Housekeeping MayIcomein G Yes please A Goodmorning sir MayIcleanyourroomnow G No notnow Thanks I mnotfeelingverywellnow I vecaughtacold A Oh I msorrytohearthat ShallIgetyouadoctor sir 39 HotTip G Notnecessary I vegotsomemedicineinthemini bar Wouldyouswitchontheelectricpottomakemesomewater A Certainly sir MayIreplacethebathroomtowelsandothertoiletarticles G That sveryniceofyou A AnythingelseIcandoforyou sir G No thanks Ijustwanttotakeabathandthenhaveagoodrest A Letmepressthe DoNotDisturb buttonforyou Whenyouwantmetomakeuptheroom pleaseturnoffthe DND signordial8totheFloorServiceDesk I llbebacktoyourservicerightaway G Sokind Thankyouverymuch A I malwaysatyourservice Ihopeyou llbebettersoon 40 HotTip WordsandExpressions 词汇与表达 catchacold得了感冒medicinen 药物boiledwater开水switchon打开electricpot电壶replacev 更换 41 bathroomn 浴室toweln 毛巾toiletarticles卫生用品disturbv 打扰buttonn 按钮makeup收拾turnoff关闭 42 HotTip Sample2 情景实例二 Scene Aguestgetstheroomattendanttoaskforanearlycleaning A Attendant G Guest A Goodmorning Mr andMrs Johnson Goodmorning Youseeit snearly11o clock butourroomhasn tbeenmadeupyet Iwonderwhy A I msosorry madam I llbethereassoonasIfinishthisone G Allright Couldyoudoourroomfirstnexttime Wealwaysseemtobethelast 43 HotTip A Well IhaveasectionoffourteenroomsandIalwaysdothecheck outroomfirstunlessthereisarequest G Why A WehavetogettheroomreadyforsalebytheFrontOffice G Oh Isee We dlikeourroomtobemadeupearlyinthefollowingdaysbecausewe llhaveafewfriendscomingtovisitus Couldyoudotheroomat8o clockfromtomorrow A Certainly madam Wealwaystrytohaveroomsmadeupearlyonrequest Justletmeknowwhatyouneed Ifwecan we lltryourbest G Good Wedohopeyouputourroomfirstnexttime A Noproblem Ihopeyouareenjoyingyourstaywithus 44 HotTip WordsandExpressions 词汇与表达 wonderv 猜想onrequest根据请求 45 HotTip SituationalTraining 情景实训 Roleplay1 AroomattendantisgoingtocleantheroomforMr Whitenow Mr Whiteadmitshertodotheroomnow butheaskstheroomattendanttocleantheroomfirstly Whentheroomattendantfinishescleaningtheroom Mr Whiteaskshertogivehimthreehangers 衣架 andanotherblanket 毯子 TheroomattendanttellsMr Whiteshewillbringthemtohisroomimmediately 46 HotTip 2 AroomattendantwantstodothecleaninginMr White sroom Mr Whiteaskshertocleanhisroomlater becausehisfriendwillcometovisithimsoon However itishardforhimtotelltheroomattendantthetimingofcleaning Theroomattendantadvisesthatheshouldplacethe DND signoutsidethedoorwhenhisfriendcomes IfMr Whitewantshertocleantheroom hecancalltheFloorServiceDeskforservice Sotheroomattendantwillcometodotheserviceatonce 47 HotTip Sub task2 Turn downServices子任务二做夜床服务 Sample 情景实例 Scence Inthelateafternoon theroomattendantknocksatthedoorofaguestroom Sheisgoingtooffertheroutineturn downservices A Attendant G Guest A RoomAttendant MayIcomein G Yes A Goodevening Ms Brown IhopeI mnotdisturbingyou MayIdotheturn downservicesforyounow G Oh Iguessyouneedtocleanupthebathroomfirst It samess A Yes Iwill Doyoumindmyclosingthecurtains Nightisfallingnow G Yes goahead Andturnonthelights I mgoingtoreadtoday seveningnewspaper 48 HotTip A Allright ma am Whichbedwouldyouprefertouseforthenight G Well I dliketheonebythewindow A Okay letmemakethebedrightnow G Thanks Oh bytheway couldyoubringinsomedrinksandcrackers A Yes Iamabouttocheckthemini 鄄barandrefillit Besides I vealsobroughtsomefreshfruitforyou includingstrawberries G That sverykindofyou Ilovestrawberriesverymuch A I mgladyouenjoythem AnythingelseIcandoforyou G Nomore Thankyouverymuch A I malwaysatyourservice Goodbye anddohaveapleasantevening 49 HotTip WordsandExpressions 词汇与表达 routinea 日常的messn 混乱curtainn 窗帘crackern 饼干strawberryn 草莓Turn downservice做夜床服务makethebed铺床 50 HotTip SituationalTraining 情景实训 RoleplayAroomattendantwantstodotheturn downservicesforMr Black ButMr Blackdoesn twanttodoitbecausehedoesn tfeelverywell Hejustwantssomefreshtowels Theroomattendantpromisestobringthemrightaway 51 HotTip Sub task3 ExtendingtheBed子任务三加床服务 Sample 情景实例 Scene Aroomattendantcomesintotheroomtodotheturn downservices Theguestwantshertocleanthebathroomatonceandrequiresanextrabed A Attendant G Guest A Goodevening Housekeeping MayIcomein G Comein please A Goodevening sir MayIdotheturn downservicesnow G Pleasecomebackforturning downthebedat10 15p m Couldyoudothebathroomnow Ihavejusthadabathandthebathroomisindisorder Myfriendwillcomeheresoon 52 A Iwillbeabletofinishcleaningthebathroominfiveminutes G CouldIhaveanextrabed Myfriendwillstayherewithmeforanight A Ofcourse ButpleasecalltheFrontOfficefirst WiththepermissionoftheFrontOffice I llgetyouonewhenIcomebackforturning downyourbed G OK I llcallthemthen A Thebathroomisallright G Thanksalot A Youarewelcome Ihopeyouenjoyapleasantevening 53 HotTip SituationalTraining 情景实训 RoleplayAguestaskstheroomattendanttoputanextrabedbecausehisfriendwillcometovisithimandstaywithhimforanight WiththepermissionoftheFrontOffice theroomattendantwillbringinanextrabedwhenshecomestodotheturn downservices 54 HotTip Sub task4 RoomServices子任务四客房送餐服务 Sample1 情景实例一 Scene Mr Smithbooksroomservicesbytelephone S Staff G Guest S Goodafternoon RoomServices Sarahspeaking G Yes I dliketoorderroomservices S Ofcourse sir Whatwouldyoulike G IwantaClubsandwichwithfruitontheside andabottleoforangejuice S Anythingelseforyou sir G No that sall Thanks S MayIhaveyournameandroomnumber please 55 G JohnSmithinRoom8016 S Okay Mr Smith YouwouldlikeaClubsandwichwithfruitonthesideandabottleoforangejuice Isthatcorrect G That sright Isthereanextrachargeforroomservices S Weadd10 servicecharge G OK howlongwillittake S Mr Smith yoursandwichisgoingtobeupshortly 56 HotTip Sample2 情景实例二 Scene Theroomattendantsendstheorderedbreakfasttotheguestroom A Attendant G Guest A Knockingatthedoor It sRoomServices MayIcomein G Comein please A Thankyou Mr Smith Wherewouldyoulikemetoputthem G Pleaseputthemonthetableoverthere A Allright Hereisyoursandwichandyourorangejuice G Yes alright Thankyou A Mr Smith hereisyourbill Pleasecheckit G It sOkay HowcanIpaythebill A We lladdittoyourroombill Pleasesignyournameandroomnumberthereonthebill Thankyouforusingroomservices Enjoyyourself 57 HotTip WordsandExpressions 词汇与表达 roomservice客房送餐服务servicecharge服务费orangejuice橙汁 58 HotTip SituationalTraining 情景实训 RoleplayOnestudentistheguestandtheothertheattendant TheguestwouldliketoeatChinesefoodinhis herroom TheguestisnotfamiliarwithChinesefoodandwantstheattendanttorecommendapopulardish 59 HotTip Whatyoushouldbeabletoknow你应该知道的知识 TaskProcedure 任务流程 Greettheguest 问候客人 Getthefollowinginformationfromtheguest 从客人那里获得下列信息 Whathewants 他想要什么 Specialdemandsforcooking 对烹饪的特殊要求 Theguest snameandhisroomnumber 客人的名字和房间号 60 Confirm 确认 Telltheguesttheorderwillbereadysoon 告知客人点菜很快就能准备好 Deliverthefoodtotheguestroom 送餐到客人房间 Speakouttheorderandgivethebilltotheguest 报点餐 把账单给客人 Asktheguesttosignthenameandroomnumber 要求客人签上姓名和房间号 Expressyourwishes 表达祝愿 61 HotTip TaskSkills 任务技巧 Theguestcangettheroomservicesbytelephoneorbydoorknobmenu 客人可以通过电话或是填写门把菜单来获得客房送餐服务 62 Asktheguestaboutthedemandsforcookingwhentheguestordersbytelephone Youcanask Howwouldyoulikeyour 电话订餐时 要询问客人对点餐的要求 可以这样问 我们怎么做您点的 63 Ifthereisminimumchargeorservicecharge youhavetoexplainitclearlyinadvance 如果有最低消费或服务费 应事先说明 64 HotTip UsefulKnowledge 实用知识 Someusefulwordsandexpressionsinthechamberservices客房服务常用词汇及表达 pillow枕头blanket毯子sheet床单mattress床垫carpet地毯electricpot电水壶extrabed加床King sizedbeds大床envelope信封laundrybag洗衣袋coathanger衣架shoehorn shoelifter鞋拔clothesbrush衣刷postcard明信片 65 quilt被子extrablanket备用毯bedcover bedspread床罩curtain窗帘coffeetable咖啡桌thermos热水瓶tablelamp台灯ashtray烟灰缸sewing线包laundrylist洗衣单shoeshinecloth擦鞋布shoebasket鞋筐rubbishbin垃圾桶tissues面巾纸facetowel面巾showercap浴帽shampoo洗发水toothpaste牙膏comb梳子 66 shavingkit剃须刀shavingcream剃须膏footmat脚垫slipper拖鞋cottonbuds棉花签bathroom浴室towel毛巾bathtowel浴巾soap肥皂conditioner护发素toothbrush牙刷hairdryer吹风机razor剃须刀toiletpaper卫生纸bathtub浴缸washbasin面盆showercurtain浴帘toiletcover马桶盖 67 Someusefulwordsandexpressionsinroomservices客房送餐服务常用词汇及表达 RoomServ