ChapterHousekeeping酒店英语ppt课件

.,Chapter2HouseKeepingUnit13RegularServicesinGuestRooms,.,objectives,1.Thewaystocleanguestsrooms.2.Theskillstoarrangeextrabedsfortheguests.3.Haveabilitytocommunicatewithguestsbyrelatedsentencepatternaboutregularserviceinguestroomsskillfully.,.,.,Doyouknowthefollowingequipment?,airconditioning,dressingtable,stools,Backgroundinformation:,.,Doyouknowthefollowingequipment?,luggagerack,tablelamp,Backgroundinformation:,.,towel,.,hoteldisposable,.,Gettoknowthetoolsusedforcleaningtheroom,trolley,mopsanddetergents,.,sheetsandmattress,doorframe,rubbergloves,curtain,.,国外使用的电源插座和中国大陆的是不一样的，其插孔形状以及电压、电流负荷也不同。因此，很有可能他们需要向酒店借用对应的插座，才能使用。在为客人提供电源插座的时候要注意问清楚电压是多少伏特(Volt)、电频是多少赫兹(Hz)。,Outlet电源插座,.,Curtain窗帘Clotheshanger衣架Pillow枕头Pillowcase枕袋Quilt被子Blanket毛毯Extrabed加床Hardmattress硬床垫Softmattress软床垫Laundrylist洗衣单Laundrybag洗衣袋Sewingkit针线包Towel毛巾Shampoo洗发水Conditioner护发素Toothbrush牙刷Toothpaste牙膏Soap香皂Tissues面巾纸Toiletpaper卫生纸Comb梳子,Bathtub浴缸Bathtowel浴巾Facetowel小方巾Bathmat地巾Showercap浴帽Bathrobe浴袍Hairdryer吹风机Tap水龙头Coffeetable茶几Bedhead床头Electrickettle电热水壶Chips薯片Slippers拖鞋Folder文具盒Writingpaper信纸Envelope信封Wardrobe衣柜Drawer抽屉Vanity/dressingtable梳妆台Bedcover床罩Sheet床单,.,Luggage行李Donotdisturb请勿打扰Lightbulb电灯泡Breakfastcard早餐卡Ashtray烟灰缸Matches火柴Tea茶Coffee咖啡Shoesboard鞋拔子Iron熨斗Ironingboard熨衣板Floorlamp落地灯Tablelight台灯Adapter插头Extensioncode接线板Transformer变压器Chair椅子Trolley工作车Mineralwater矿泉水Doorknob门把手Nuts果仁,Switchboard控制板Safetybox保险箱Bedsidetable床头柜Doorbell门铃Livingroom客厅Kingsizebed双人床TVremotecontrol电视遥控器Rubbishbin垃圾桶Flashlight手电筒Keyhole取电器Walllamp壁灯Bedroom卧室Twinbeds单人床Imperialguide京城御鉴Dataline数据线Peephole门镜猫眼Lampshade灯杆Quiltcover被罩Nosmokingcard请勿吸烟卡Bedskirting床裙Faxform传真纸,.,Scissors剪刀Shoebasket鞋筐Doorstopper门堵Ceiling天花板Toiletbowl马桶Alarmclock闹钟Wallpicture挂画Ballpen圆珠笔Shoeshinemitt/paper擦鞋布Razor/shaver剃须刀Candybottle糖果盅Safetychain安全链Bathroomscale体重秤Tray托盘Telephone电话Minibar小酒吧Cottonball棉球Showerhead喷头Tissuepaperbox面布纸盒Notepad变迁Carpet便签,Doorhandle门把手Sanitarybag卫生袋Airconditioner空调Refrigerator冰箱Plant植物Rubbermat防滑垫Hook挂衣钩Vase花瓶Showercap浴帽Showercurtains浴帘WashBasin面盆Bedpad白拍Bedheadboard床头板Shoppingbag购物袋Sheercurtain纱帘Keyinsert取电器Lock门锁Sill窗台Pot冷水壶Soapdish皂碟Clothesbrush衣刷Towelrail毛巾架Wallpaper墙纸Armchair扶手椅,Cup茶杯Mug口杯Mirror镜子,.,RA:Goodmorning,Mr.andMrs.White.MayIcomethrough,please?M:Yes,please.Bythewayitsalmostnoon,andourroomhasntbeenmadeupyet.RA:Imverysorry,sir.Iwasjustcomingalongtoyourroom.IllbethereassoonasIfinishthisone.M:Really?Couldyoudoourroomfirstnexttime?Wearealwaysthelast.RA:Well,Ihaveasectionoffourteenrooms,andIalwaysdothecheck-outroomsfirstunlessthereisrequest.Nowthatyouveaskedmetodoso,Illbegladto.W:Check-outrooms?Whatarethey?RA:Acheck-outroommeansaroomwhichisbeingvacatedattheendofaguestsstay.WehavetogettheroomreadyforsaleagainbytheFrontOffice.M:Well,wewouldliketotakeanapafterlunch.RA:Yes,Isee.Yourroomwillbereadyinhalfanhour,Mr.andMrs.White.M:Canyoudothisforthiseveryday?RA:Certainly,Mrs.White.Wealwaystrytohaveroomsmadeupearlyonrequest.Justletusknowwhatyouneed,andifwecan,welloblige.Yourroomnumberis1202.M:Good.Wedoappreciatethefavorofyourputtingourroomfirst.RA:Mypleasure.Ihopeyouareenjoyingyourstaywithus.A:Yourewelcome.,(RM=roomattendant,M=Mrs.White,W=Mr.White),CleaningtheRoom,.,ChangingtheRoom,AM:Goodmorning,sir.WhatcanIdoforyou?W:ImWhite.IminRoom608.Canyouchangetheroomforme?Itstoonoisy.Mywifewaswokenupseveraltimesbythenoisethebaggageelevatormade.Shesaiditwastoomuchforher.AM:Imawfullysorry,sir.Idoapologize.Room608isattheendofthecorridor.Itspossiblethenoiseisheardearlyinthemorningwhenallisquiet.W:Anyhow,Idliketochangeourroom.AM:Noproblem,sir.Wemanageit.HowaboutRoom602?Itsratherquiet.TheroomrateisthesameasthatofRoom608.B:Verywell.AM:Pleasefillinthisroomchangingform.(Mr.Whitegoesthroughtheformalities.)HeresthekeytoRoom602.Thebellmanwillhelpyouwithyourbaggage.PleasereturnhimthekeytoRoom608.B:Whatefficiency!IhopeIllhaveasoundsleepthisevening.AM:Besure,Mr.White.Ifthereisanythingmoreyouneed,pleaseletusknow.,（RM=roomattendantWhite=W）,.,(FA=floor,G=guest)FA:Goodmorning,sir.Afteryou,please.(Hemakeswayforhimtopassby)G:Goodmorning.Wouldyoupleasedomeafavor?FA:Yes,sir.Imalwaysatyourservice.G:Mysoniscomingforthesummerholidaysnextweek.CouldIhaveanextrabed,akindofroll-away?FA:PleasecontacttheFrontOfficefirst.Illgetyoutheextrabedwiththeirpermission.G:Haveyouanyideahowmuchanextrabedcosts?FA:ItsUS$20foronenight.G:Bytheway,couldyougetusafewmorehangers?Wehavesomanyclothes.Wearelong-stayingguests,asyouknow.FA:Yes,sir.Wearehappytohaveyou.Wedohopyouareenjoyingyourstaywithus.G:Thanks.Couldyouchangeapillowforme?Thisoneistoothin,andwithastainonit.FA:Certainly,sir.Illseetoitrightaway.Idowishwehadknownearlier.G:Howniceofyoutosayso!FA:Itsmypleasure.Illbebackinaminute,sir.,Addingbeds,.,Turn-downServices,(CM=chambermaid,M=Mrs.White,W=Mr.White)CM:Housekeeping.MayIcomein?W:Yes,please.CM:Goodmorning,Mr.andMrs.White.MayIdotheturn-downserviceforyounow?M:Oh,thankyou.Butyousee,wearehavingsomefriendstocelebratemybirthdayhere.Couldyoucomebacklater?CM:Certainly,Mr.White.Whattimewoulditbeconvenientforyou?M:Couldyoucomeagaininthreehours?CM:ImafraidIllbeoffthen.ButIwilllettheovernightstaffknow.Theywillcomethen.M:Thatsfine.Well,ourfriendsseemtobealittlelate.Wouldyoutidyupabitinthebathroom?Ivejusttakenabathanditisquiteamessnow.Besides,pleasebrigusabottleofjustboiledwater.WedtreatourguestswithspecialChinesetea.,.,(CM=chambermaid,M=Mrs.White,W=Mr.White),Turn-downServices,CM:Yes,Mr.White.Illbringinsomefreshtowelstogetherwiththedrinkingwater.M:Thatsfine.CM:(Havingdoneallonrequest)Itsgettingdark.Wouldyouliketodrawthecurtainsforyou?M:Whynot?Thatwouldbesocozy.CM:MayIturnonthelightsforyou?W:No,thanks.Ilikethisatmosphere.CM:Yes,sir.IsthereanythingelseIcandoforyou?M:Nomore.Youreasmartgirlindeed.Thankyouverymuch.CM:Imalwaysatyourservice.Good-bye,Mr.andMrs.White,anddohaveaverypleasantevening.,.,ClaimandDamage,(O=operator,G=Guest)G:Hello,operator?ThisisLucasspeaking.O:Yes.WhatcanIdoforyou?G:Idliketospeaktothehousekeeper.IminRoom403.Ihavesomebadnewstotellhim.(Theoperatorputsthecallthrough.)H:Whatsthebadnews,sir?G:ThisisMr.Lucas.Iwentoutthismorningandthechildrenplayedhide-and-seekintheroom.Theybrokethereadinglamponthedeskandthecurtainsfelltotheground.Couldyousendsomeonetofixthecurtainsandbringmeanotherlamp?H:Ofcourse,sir.IllsendsomeonefromMaintenanceDepartmenttoyourroom.Thankyouforcalling.G:Imterriblysorry.H:Thatsnothing.Welltakecareofthat,Mr.Lucas.ButImafraidyoullhavetopayforthedamage.G:Oh,Iwill.H:MayIhaveyourroomnumber,sir?G:Room403.H:Yes,Room403.Dontworry.Illseetoitatonce.Good-bye.G:Good-bye.,.,SentencesforImitation:,Expressingapology:1.Imverysorry,sir.2.Imawfullysorry,sir.3.Idoapologize.4.Imterriblysorry.Makingcomplaints:1.Bythewayitsalmostnoon,andourroomhasntbeenmadeupyet.2.Itstoonoisy.Mywifewaswokenupseveraltimesbythenoisethebaggageelevatormade.,.,KnowledgeTips,清洁并检查客房、补充用品。A负责客房高标准的服务及清洁工作。B根据楼层主管的指导，清扫空房，客人已离店房间及入住房间。C将无行李、少行李及外宿房间报告客房部办公室或楼层领班。D检查房间，准备“房间状态汇报”。E补充客房供应品，包括小酒吧用品。F上报客房设施的丢失和损坏情况，及时下单维修。,客房服务员岗位职责,.,Dialogues,1.trolleytrolin.手推车，电车，手摇车v.用手推车2.corridorkorido:n.走廊，回廊，通路3.sectionseknn.一段，部分4.check-outekautn.结账，退房，检查5.vacatedvkeitidadj.腾出的，空出的，离职的6.napnpn.小睡，小盹7.obligeblain.迫使，施恩惠于8.appreciatepri:ieitvt.欣赏，领会，感谢9.apologizepldaizvi.道歉，谢罪，认错10.formalityf:mlitin.遵循的规范，正式11.efficiencyifinsin.效率，功率，效能,.,Dialogues,12.pillowpilun.枕头13.stainsteinn.污迹v.战舞，给.着色14.turn-downservicet:n-dauns:vis做晚床15.convenientkenvi:njntadj.便利的，近便的16.overnightuvnaitadv.一夜，突然17.toweltauln.毛巾，手巾18.cozykuzin.舒适的，安逸的19.operatoropreitn.操作人员，接线员20.maintenancemeintinnsn.维持，保持，维修,.,Serviceprocedureofcleaningtheroom,KnockatthedoorgentlythreetimesSay:“Housekeeping.”Asktheguestwhethertocomeintotheroom.Greettheguest.Asktheguestwhethertocleantheroomnow.,.,Cleantheroom:Openthewindow;Disposaltherubbish;Makethebed;Cleanthebathroom;Replenishthesupplies;Vacuumthefloor;Self-check.Expressyourwishestotheguest.,.,Serviceprocedureofextrabedservice,AsktheguesttogotohandletheformalityofextendingabedattheFrontOffice.WiththepermissionoftheFrontOffice,putanextrabedfortheguest.,.,Serviceprocedureofchangingtheroom,Greettheguest.Asktheguestforhisroomnumber.Searchfortheroomavailableneededinthecomputer.Formtherecordofchangingtheroom.Asktheguesttofillintheroomchangingform.Telltheguestthetimeofchangingroom.Extendbestwishes.,.,Serviceprocedureofextendingthestay,Greettheguest.Gettheinformationfromtheguest:Theroomnumber.Thetypeandnumberofrooms.Thetimeofextendingstay.,.,Searchfortheroomavailableneededinthecomputer.Confirmtheextendingstay.Asktheguesthowtomakethepayment.Formtherecordofextendingthestay.Extendyourbestwishes.,Thankyou.Goodbye!,Ok!Letssaygoodbye!,.,Unit14PersonalizedService,.,BackgroundInformation,饭店个性化服务的概念饭店的规范化服务，是指饭店为满足所有客人的共性需求而提供的标准化服务;而饭店的个性化服务，则是指饭店为满足不同客人的个性需求而提供的针对性服务。饭店的个性化服务起源于海外发达国家，称之为PersonalizedService或IndividualizedService。之所以提出个性化服务概念，主要是因为西方饭店业在近百年发展过程中，发现饭店提供的标准化服务不能使客人完全满意。因为客人的需求变化莫测，标准化的服务只能满足客人表面的基本需求，而不能满足客人隐含的个别需求。在这种背景下，饭店经营者开始认识到，饭店的服务必须站在客人的角度随机应变，否则标准化服务会演变成机械化服务，个性化服务由此产生。即饭店要达到高质量的服务水平，必须能提供满足不同客人个性需求的针对性服。,.,Content,.,RA:Goodmorning,sir.WhatcanIdoforyou?W:Somefriendsofoursaregoingtovisitusthisevening.Wouldyoupleasebuysomefruitforme?RA:Sure.Whatkindsoffruitdoyouwant,apples,oranges,bananasorgrapes?W:Allexceptgrapes.RA:Howmanyofeach?W:Onekiloofeachwillbeenough.RA:Yes,sir.Dontyouneedsomerefreshmentsanddrinks?W:Well,Iveorderedsomecolddishesandsomepastry.IllneedtwomoreBudweiserandapackofKent.RA:Yes,Mr.White,twomorecansofBudweiserandapackofKent.Doyouneedsomeflowers?W:Thatsagoodidea.Canyouhelpmetogetsome?RA:Certainly,sir.Whatkindofflowerswouldyoulike?W:Abasketoflilies.RA:Youneedfruit,beer,liliesandKent.AmIcorrect?W:Right.Hereisfivehundredyuaninadvance.Isitenough?RA:Ithinkitsquiteenough.Illhavethemboughtforyouassoonaspossible.W:Great.Thankyouverymuch.RA:Yourewelcome.,Buyingthingsonrequest,RoomAttendant=RGuest=G,.,G:IsthisHousekeeping?H:Speaking.MayIhelpyou?G:Yes,Iliketousemyhairdryerbutits220volts.DoyouhaveaconverterIcoulduse?H:Yes,wedo,madam.ButImafraidanotherguestisusingitnow.Wecanlendahairdryerinstead.G:Fine.BecauseIllattendapartyinanhourcouldyoubringitupsoon?H:Certainly,maam.Illsendsomeoneimmediately.Bytheway,couldIhaveyournameandroomnumber?G:OK.ThisisLucyWhiteinRoom1201.H:Thankyouverymuch.MissWhite.Thefloorattendantwillbeupinafewminutes.,Borrowingsomething,(G=Guest,H=Housekeeping),.,Wantingtoaddsomething,(G=Mrs.White,RA=RoomAttendant)G:Attendant,canyouhelpme?RA:Certainly,madam.G:MyhusbandandIstayinthisroomandourchildrenareinRoom946.Couldyouputsomejuicesinthemini-baroftheirroom?RA:Yes,madam.Iwillleavesomejuicethere.G:Thatsfine.RA:Whatkindsofjuicesdotheylike?G:Orangeandtomatojuices.RA:HowmanyofeachshallIputin?G:Fourbottlesoforangejuiceandfiveoftomatojuice.Ifyouhavelemonandpineapplejuice,pleaseputsomeinit,too.Childrenalwaysdrinkwater.Isyourwatersafetodrink?RA:Thetapwaterisnotsafetodrink.Butthemineralwaterandthewaterintheflaskareperfectlysafe.G:Thankyou.,.,Dialogues,1.exceptikseptprep.除了（某人/某物）之外2.kiloki:lun.公斤，千克，公里，千米3.refreshmentrifremntn.点心，便餐，恢复活力4.pastrypeistrin.糕点，点心5.lilylilin.百合花6.hairdryerhdrain.头发吹干机7.converterknv:tn.转换器，转炉8.pineapplepainpln.菠萝，凤梨9.mineralminrladj.矿物的n.矿物10.flaskfl:skn.细颈瓶，烧瓶，开水瓶11.perfectlyp:fiktlliadv.很，完全地,.,SentencesforImitation:,Inquiring:1.Whatkindsoffruitdoyouwant,apples,oranges,bananasorgrapes?2.Howmanyofeach?3.Whatkindsofjuicesdotheylike?4.HowmanyofeachshallIputin?5.Whatkindofflowerswouldyoulike?Orderingsomething:1.Well,Iveorderedsomecolddishesandsomepastry.2.IllneedtwomoreBudweiserandapackofKent.3Couldyouputsomejuicesinthemini-baroftheirroom?,.,Tips,1)灵活服务。这是最普通的个性化服务。即不管饭店是否有相应的服务规范，只要客人提出的要求是合理的，饭店就应尽最大可能去满足他们。(2)癖好服务。这是最具体的个性化服务。客人的需求千差万别，有些客人的需求更是独特少遇，需要服务人员仔细观察，“投其所好”。(3)意外服务。这是最有针对性的个性化服务。服务人员急客人之所急，想客人之所想，在客人最需要帮助的时候提供“雪中送炭”式的个性化服务。(4)心理服务。这是最用心的个性化服务。凡是能满足客人深层次的、隐含的心理需求的个性化服务，都将给客人带来一份意外的惊喜。这要求饭店服务人员有强烈的服务意识，主动揣摩客人的心理，服务于客人开口之前。(5)自选服务。这是高品质的个性化服务。随着电脑技术的发展，个性化服务可通过电脑GuestOperatedDevices(宾客自选装置)来实现。客人的留言、查询消费账目、结账、叫醒服务、客房送餐(RoomService)和Vod点播(客房视像点播系统)，都可以由客人通过客房电视电脑系统自由选择并处理。,饭店个性化服务的种类：,.,PracticalTraining,SpecialItemsinRoomsForm,.,PracticalTraining,Situation1:AguestMr.Whiteasksafloorattendanttobuysomethingforhim.(G=Mr.White,FA=floorattendant)FA:Goodmorning,sir.WhatcanIdoforyou?G:Idliketotellyouthatsomefriendsarecomingtocelebratemybirthdaytonight.Wouldyoupleasegetabirthdaycakeandsomefruitforme?FA:Yes,ofcourse.Whatkindoffruitwouldyoulike,bananas,tangerinesorgrapes?G:Somebananasandgrapes,please.FA:Howmanyofeach?G:Onekilogramofbananasandtwokilogramsofgrapes.FA:Yes,sir.Anythingelse?G:HmFA:Wouldyoulikesomeflowers?G:Thatsagoodidea.Canyouhelpmetogetsome?FA:Yes,Ican.Whatkindofflowerswouldyoulike?G:Abasketoftulips.FA:Yes.Abirthdaycake,somefruitandflowers.Isthatcorrect?G:Right.Now,hereisthemoneyforthem.Isitenough?FA:Ithinkitsquiteenough.G:Manythanks.FA:Itsapleasure.,.,Situation2:ThereissomethingwrongwiththeTVintheMr.Whitesroom.Heasksafloorattendantforhelp.,PracticalTraining,(FA=Floorattendant,W=Mr.White,E=Electrician)FA:Housekeeping.MayIcomein?W:Comeinplease.FA:Whatsthematter,sir?W:Ah,ImafraidtheressomethingwrongwiththeTV.Thepictureiswobbly.FA:(Tryingtofixit,butinvain.)IllsendforanelectricianfromtheMaintenanceDepartment.Wecanhaveitrepaired.Pleasewaitjustafewminutes,Mr.White.(Sheleavestheroom.Fiveminuteslater,thereisknockonthedoor.)FA:Housekeeping,MayIcomein?W:(Openingthedoor)E:Goodevening,Mr.White.(Theelectricianenterstheroom,accompaniedbythefloorattendant.)TheTVsetisnotworkingwell,isit?W:No,itisnt.E:Letmecheckit.(Hefinishestherepairing.)Mr.White,everythingisOKnow.IsthereanythingelseIcandoforyou?B:No,thanks.Whatefficiency!(Takingsomemoney.)Thisisforyou.,.,PracticalTraining,AReadthefollowingPassagesanddecidewhetherthe5statementsaretrueoffalse.,AReadthefollowingPassagesandanswerthequestions.(T)1.Asecurityplanisimportanttothehoteloperationandmanagement.(F)2.ABombscareisthegreatestthreattoanyhotel.(T)3.Thecarelessdisposalofcigarette-buttsandsmokinginbedmaycausefire.(F)4.Itsunnecessaryforallemployeestoparticipateinthehotelssecurityeffort.(F)5.Alwayskeepaneyeonpeoplewhoareyoungandpolite.Blookatthefollowingpicturesthenfillintheblankswiththenameofarticlesappearedinthetext.1.pastry2.lily3.Budweiser4.hairdryer,.,PracticalTraining,(G=Mr.White,FA=floorattendant)FA:Goodafternoon,madam.?G:Yes.Idliketo.Canyouforme?FA:Yes,ofcourse,sir.Whatwouldyoulikemetobuy?G:Somefruit,acakeandsomedrink.FA:Anythingelse?G:Youdbetterbringme.FA:wouldyoulike?G:Roseswouldbeok.FA:Well,Isee.G:Heres.Willitbeenough?FA:Ithinkitsquiteenough.,celebratemybirthday,dosomeshopping,abasketofflowers,Whatkind,600Yuan,WhatcanIdoforyou,.,PracticalTraining,1.我会马上派人替您购买。2.请拿一份中国日报给我。3.卫生间的肥皂要添了。4.拖鞋坏了，请给换一双。5.先付50元，够吗？6.我睡得有点冷，请给我加条毯子。7.我已经买到您要的药，请每天服三次，餐后服用，每次两片。8.非常感谢，但是我们不接受小费。,.,IntroducingtheServiceItemsExpressServiceThebasicstepsoflaundryservice.,BasicProcedures,Unit15LaundryService,.,1.Aboutthelaundryservice.,1)Laundrymancomestotheguestroomtocollectslaundry.2)Guestfillinthelaundrylist.3)Afterlaundry,clotheswillbedeliveredtotheguestroom.,2.Laundryservicetypes.,1)Same-dayservice(collectedby11:00;returnedonthesameday.)2)Expressservice(collectedalldayandreturnedwithinfourhours;with50%extra-charge)3)Nextdayservice(collectedafter11:00;deliveredbefore19:00nextday.4)Expresspressingservice(collectedalldayandreturnedwithin1hour.),.,Content,.,ExplainingHowtoGettheService,(A=RoomAttendantB=Guest),A：ExcusemeHaveyouanylaundry？ThelaundrymanisheretocollectitB：No，notnow，thankyouA：Ifyouhaveany，pleasejustleaveitinthelaundrybagbehindthebathroomdoorThelaundrymancomesovertocollectiteverymorningB：ThankyouA：Pleasetellusornotifyinthelistwhetheryouneedyourclothesironed，washed，dry-cleanedormendedandalsowhattimeyouwanttogetthembackB：IseeWhatifthereisanylaundrydamage？IwonderifyourhotelhasapolicyondealingwithitA：Insuchacase，thehotelshouldcertainlypayforitTheindemnityshallnotexceedtentimesthelaundryB：ThatsoundsquitereasonableIhopetheresnodamageatallA：Dontworry，sirTheLaundryDepartmenthaswideexperienceintheirworkB：AllrightThankyouforyourinformationA：Notatall,.,(A=RoomAttendantB=Guest)A：CanIhelpyou？B：YesIhavesomelaundrytobedoneA：Certainly，sirCouldyoufilloutthelaundryform，please？B：MayIuseyourpen？A：SureHereyouareB：ThanksOh，Idontwanttheseshirtsstarched（上浆）A：NostarchIunderstand，sirB：AndalsoIdlikethissweatertobewashedbyhandincoldwaterItmightshrinkotherwiseA：Byhandincoldwater，IseeB：Whenwilltheybeready？.A：Wewilldeliverthemtomorroweveningaround6B：Fine，Thanksalot,FillingtheLaundryLists,.,(A=LaundryclerkB=MrsBell)A：WhatcanIdoforyou？B：Couldyousendsomeoneupformylaundry，please？Room908，BellA：Certainly，MrsBellAvaletwillbeupinafewminutesB：GoodIalsohaveasilkdresswhichIdontthinkiscolor-fastWillthecolorruninthewash？A：Welldry-cleanthedressThenthecolorwontrunB：Youresure？Good！AndtheliningofmyhusbandsjackethascomeunstitchedItmighttearoverfurtherwhilewashingA：Dontworry，madamWellstitchitbeforewashingB：ThatsfineNow，whencanIhavemylaundryback？A：UsuallyittakesabouttwodaystohavelaundrydoneButwouldyoulikeexpressserviceorsame-day？B：Whatisthedifferenceinprice？A：Wecharge50moreforexpress，butitonlytakes5hoursB：Andforsame-day，willIgetthedressandskirtbackthisevening？A：Yes，madamAlldeliverieswillbemadebeforesixoclockB：Illhaveexpressthen,ExpressService,.,(H=housekeeper,G=guest)H:Housekeeping.MayIhelpyou?G:Yes,themaidmisdeliveredthelaundry.H:Iamsorry,sir.Wewillcheckitrightaway.Wouldyoumindtellingmeyourroomnumberplease?G:Room802.H:Iwillhavesomeonegotoyourroom.Pleasewaitamoment.G:Ok.(Twominuteslater,thereisaknockonthedoorofRoom802.)H:MayIcomein,please?G:HousekeepingComein.H:Goodafternoon.Ivebroughtyourlaundry.Isthisyours,sir?G:Yes,itis.Pleaseputitonthebed.H:Certainly,sir.MayIhavethemisdeliveredlaundryitems,please?G:Sure,Illgetthemforyo