旅游饭店职业英语

1、.旅旅 游游 饭饭 店店职职 业业 英英 语语初初 级级.Unit Three Housekeeping客客 房房 服服 务务Lesson 6，7，8, 9. Lesson 6 May I Clean Your Room Now？ 现在可以为您打扫房间吗？现在可以为您打扫房间吗？ .Key Words：nClean .打扫打扫nhousekeeping department n.客房部客房部ngo ahead(用于祈使用于祈使)开始；进行；开始；进行；往下说（做）往下说（做）ncome back 返回来返回来nhour 小时小时nlater 以后以后.Talking to the Guest情

2、情 景景 会会 话话.ONEClerk: C Guest: GnC: Housekeeping. May I clean your room now, Sir? 职员：客房服务员。先生，现在能给您打扫房间职员：客房服务员。先生，现在能给您打扫房间吗？吗？nG: Go ahead, please. 客人：可以，打扫吧。客人：可以，打扫吧。.TWOClerk:May I come in?职员：可以进来吗？Guest:Come in,please.客人：请进吧。Clerk:Good morning,Madam.May I clean your room now?职员：女士，早上好。现在可以为您打扫房

3、间吗？Guest:Sorry,but not now. Could you come back in an hour?客人：对不起，现在不行。你能一小时后再来吗？Clerk:OK.职员：可以。.Notes：nMay I clean your room now,sir?先生，现在先生，现在能给您打扫房间吗？能给您打扫房间吗？n饭店员工在和客人讲话时要使用敬语，以表示饭店员工在和客人讲话时要使用敬语，以表示对客人的尊重。所以，客房服务员在打扫客房对客人的尊重。所以，客房服务员在打扫客房时如果客人在房间，也要得到客人的允许。询时如果客人在房间，也要得到客人的允许。询问客人是否同意时，服务员一般使用：

4、问客人是否同意时，服务员一般使用：nMay I或者或者Could I ,例如：例如：May I make up your room in half an hour?我半个小时之后我半个小时之后再给您整理房间好吗？再给您整理房间好吗？.NotesnCould you come back in an hour?你能一小时后再来吗？n如果在规定打扫的时间客人不方便，服务员应问清楚多长时间后再过来打扫房间。这时候可以使用：What time/When 例如：When do you want me to clean your room?您希望我什么时候过来打扫房间？.We May Also Use Th

5、ese Sentences in Our WorknWhat time would you like us to clean your room?n您希望我们什么时候为您打扫房间呢？nWhat time?n什么时候您比较方便呢？nMay I tidy up these things on your bed?n我可以给您收拾床上的东西吗？.Do You Know This? nThe maid must ring the bell three times before entering the guests room.n客房服务员在进入客人房间之前至少要按三次门铃。.Your Turn to T

6、ry NownListen to the words and repeat:1.bathroom 浴室2.bath shampoo 浴液3.bed 床4.chair 椅子5.closet 橱柜6.curtain 窗帘7.quilt 被子8.pillow 枕头9.bed sheet 床单10.bed spread 床罩. Listen to the sentences, repeat and translate:nMay I clean your room now,Sir?nMay I make up your room now,Sir?nWhen would you like us to cl

7、ean your room?nShall I come back later?nIll come back in an hour. Listen and complete the dialogues:1 Clerk:Good morning,Madam.nGuest:Good morning.nClerk: ?nGuest:OK.2 Clerk:Good afternoon,Sir.nGuest:Good afternoon.nClerk: ?nGuest:Sorry,but I have a guest here now.nClerk: ?nGuest:Can you come back i

8、n an hour and a half?nClerk: .Lesson7Well Send Someone to Repair It Right Now 我们马上就派人去修我们马上就派人去修.Key Words：nsomething 某事某事nwrong 错误的错误的ntoilet 马桶马桶nsomeone 某人某人nrepair 修理修理nfaucet 水龙头水龙头 n leak 漏水漏水ntrouble 麻烦麻烦 .Notes：nThere is something wrong with the toilet. 抽水马桶坏了。抽水马桶坏了。There is something with.

9、某件事情或事物出问题了，例如：某件事情或事物出问题了，例如：There is something wrong with the door, I cant open it. 门坏了，打不开。门坏了，打不开。There is something wrong with the TV set. 这台电视机坏了。这台电视机坏了。nSorry for the trouble. 很抱歉给您带来不便。在处理客人投诉很抱歉给您带来不便。在处理客人投诉时，饭店员工要先行表示歉意。除了说时，饭店员工要先行表示歉意。除了说“Im sorry”, 还可以使还可以使用以下几种表达方式：用以下几种表达方式：Im very

10、sorry for that.Sorry for the trouble.We apologize for that.Talking to the Guest情情 景景 会会 话话.OnenClerk: Housekeeping. May I help you？n职员：客房服务。我能帮您吗？nGuest: Theres something wrong with the toilet in my room.n客人：我房间的抽水马桶坏了。nClerk: Im sorry. Well send someone to repair it right now.n客人：很抱歉，我们马上派人去修。.Twon

11、Clerk: Housekeeping. May I help you?n职员：客房部，我能帮助您吗？nGuest: The faucet is leaking in my room.n客人：我房间的水龙头漏水了。nClerk：May I have your room number , Sir?n职员：先生，请问您的房间号？nGuest: Room 1004.n客人：1004房.nClerk：Sorry for the trouble. We will send someone to repair it right now.n职员：很抱歉给您带来不便。我们马上就派人去修。.We may als

12、o use these sentences in our worknIm sorry, Madam. We will have someone check it for you.n对不起，夫人。我们立刻派人给您检查一下。nWell send someone up to your room right now.n我们马上派人去您的房间。nI will send the repairman to repair them immediately.？n我们马上派人去修理？nSorry for all those troubles. I will send a plumber right away.n抱

13、歉给您带来这么多不便，我马上派管工去修理。.Your Turn to Try NownListen to the words and repeat:n1. air-conditioner 空调设备空调设备 n2. TV set 电视电视n3. refrigerator 电冰箱电冰箱 n4. door 门门n5. window 窗户窗户 n6. light 灯灯n7. washbasin 洗涤槽洗涤槽 n8. faucet 水龙头水龙头n9. shower 淋浴淋浴 n10. bulb 灯泡灯泡.n nListen to the sentences, repeat and translate:n

14、Well send someone to repair it right now.nIm sorry, Madam. Well have someone check it for you.nWell send someone up to your room right now.nIll send the repairman to repair them immediately.nSorry for all those troubles. Ill send a plumber right away.nListen and complete the dialogues:n1、Clerk:House

15、keeping.May I help you?nGuest:There is something wrong with the lamp.nClerk:Im sorry,Sir. ?nGuest:Room 416.nClerk: .n2. Clerk:Housekeeping.May I help you?nGuest:The TV set in my room doesnt work.nClerk: .Well send someone to check it now.Lesson 8 Ill Pick up Your Laundry Right Now我马上去取您要洗的衣服我马上去取您要洗

16、的衣服.Key Words：nby the way 顺便问一下顺便问一下ncollect 收集收集nlaundry 需要洗的衣服；洗衣房需要洗的衣服；洗衣房nlaundry service 洗衣服务洗衣服务nlaundry bag 洗衣袋洗衣袋nlaundry list 洗衣单洗衣单nShirt 衬衫衬衫nclean v.弄（洗）干净弄（洗）干净 adj.干净的干净的nroom number 房间号房间号npick up 取取.NotesnWe collect the laundry every morning.饭店一般都有洗衣服务，洗衣工（valet）每天在规定的时间到客房收客人要洗的衣服。

17、nI want to have my shirt cleaned. “I want to have sth.+动词过去分词”意思是“我想要把。”。这是客人经常使用的一种表达方式。例如：I want to have my watch fixed.我想把手表修一下。.Talking to the Guest情情 景景 会会 话话.ONEnClerk:This is your room,Sir.n职员：先生，这就是您的房间。职员：先生，这就是您的房间。nGuest:Thank you. By the way,where can I have my pants cleaned?n客人：谢谢。顺便问一下

18、，到哪儿可以洗一下我的裤子？客人：谢谢。顺便问一下，到哪儿可以洗一下我的裤子？nClerk:We have laundry service.We collect the laundry every morning.You may just put your laundry in the laundry bag and fill out that laundry list.n职员：我们饭店有洗衣服务。我们每天早上来取客人要职员：我们饭店有洗衣服务。我们每天早上来取客人要洗的衣服。您把您要洗的衣服放到洗衣袋中，再填一下洗的衣服。您把您要洗的衣服放到洗衣袋中，再填一下那边的洗衣单就行了。那边的洗衣单

19、就行了。n Guest:OK,thank you.n客人：好的，谢谢。客人：好的，谢谢。.TwonGuest:Hello.I want to have my shirt cleaned.Id like to wear it this evening.n客人：你好。我想洗一下衬衣。今晚我要穿。nClerk:OK.May I have your room number?n职员：好的。请问您的房间号？nGuest:1203号房间。nClerk:Ill pick up your laundry right now.n职员：我马上就去取您要洗的衣服。.We May Also Use These Sent

20、ences in Our Work nLaundry service.May I help you?n洗衣房。我可以帮您吗？nIll come to pick up your laundry.n我来收您要洗的衣服。nPlease fill in the laundry list and put it with your laundry.n请填好洗衣单，跟衣服放在一起。nWhen would you like your laundry back?n您希望什么时候把衣服给您送回来？.Do you Know this?n洗衣服务 laundry servicen洗衣袋 laundry bagn洗衣单

21、 laundry listn洗衣工 valetn熨烫 pressn上浆 starchn干洗 dry cleaningn加急洗衣服务 express laundry servicen当日可取服务 same-day service.Your Turn to Try NownListen to the words and repeat:n1.wash 洗洗n2.laundry 洗衣房洗衣房 n3.dry cleaning 干洗干洗 n4.skirt 短裙短裙n5.shirt 衬衣衬衣 n6.suit 西服西服n7.shoes 鞋子鞋子n8.dress 女服女服n9.underwear 内衣内衣n10

22、.coat 大衣大衣.n nListen to the sentences, repeat and translate:nLaundry service,may I help you?nHave you any laundry?nPlease fill in the laundry form.nWe collect the laundry every morning.nWhen would you like it back?.nListen and complete the dialogues:1 Clerk:Laundry service,may I help you?nGuest:Yes,

23、I want to have my clothes dry-cleaned.nClerk: .nGuest:Thank you! .2. Guest:Does the hotel have laundry service?nClerk:Yes,Sir.nGuest:When do you usually collect the laundry?nClerk: .Lesson 9 Business Floor Service 商务楼层服务员商务楼层服务员.Key Words：nbutler 行政侍从；行政管家行政侍从；行政管家nShow 表演，演出表演，演出ngrand 大的大的ntheater

24、 剧院剧院n tomorrow evening 明晚明晚na bunch of 一束一束nrose 玫瑰玫瑰naddress 地址地址nflower 花花.NotesnIll try my best.我尽力去办。try ones best (to do sth)尽某人的最大努力（去做某事），尽力而为。例如：Well try our best to help him finish the task.我们会尽最大努力帮助他完成那项任务。I want to have my shirt cleaned.nHelp sb. (to) do sth .帮助某人做某事例如：Please help me ca

25、rry that bag.请帮我拿一下那个包。 .Talking to the Guest情情 景景 会会 话话.OnenButler:What can I do for you,Sir?n服务员：我能帮您做什么，先生？nGuest:Id like to go and see the evening show in the Grand Theater. Could you help me book the ticket?n客人：我想去看大剧院的晚场演出。你能帮我订票吗？nButler:How many tickets and for what time,Sir?n服务员：您想什么时间去看？要几

26、张票？nGuest:Tow tickets for tomorrow evening.n客人：两张明晚的票。nButler:OK.Ill try my best.n服务员：好的，我尽力去办。.TwonButler:Good morning,Mr.Johnson.How can I help you?n服务员：早上好，约翰逊先生。我能为您做点什么？服务员：早上好，约翰逊先生。我能为您做点什么？nGuest:Could you please help me send a bunch of roses to this address?n客人：你能帮我把一束玫瑰花送到这个地址吗？客人：你能帮我把一束玫

27、瑰花送到这个地址吗？nButler:Yes,Sir.When should I send the flowers?n服务员：好的，先生。我什么时候把花送过去？服务员：好的，先生。我什么时候把花送过去？nGuest:10 oclock tomorrow morning.n客人：明早客人：明早10点钟。点钟。nButler:No problem,Sir.n服务员：没有问题，先生。服务员：没有问题，先生。.We May Also Use These Sentences in Our Work nLet me introduce the room facilities to you,Sir.n先生，请

28、让我为您介绍一下房间设施。nYour laundry will be sent back in 4 hours,Maam.n女士，您的衣服将在4小时后送回。nWe have several function rooms for you to choose from.n我们有多个功能厅可供您选择。nHow many tickets do you want?n您需要几张票？.Do you Know this?n在英语中butler一词最早是指中世纪一路跟在贵族马车后面跑的侍从，现在是指酒店商务楼层的服务员，称为“行政侍从”或“行政管家”。n“只要是合法的，我们都会尽力为您办到。”n(Wll try our best to do almost anything that is legal for you.)n行政侍从的工作内容就是事无巨细，大到为客人安排会议，小到为客人