饭店专业英语课件 Part 2 Unit 14 Housekeeping Service Center

Unit14

HousekeepingServiceCenterLearningObjectives

Oncompletionofthisunitstudentswillbeableto:offerrentalserviceprovideotherservicesonrequestSNAPSHOT

ReadingTipsClerksofhousekeepingcenterareresponsibleforlendingguests’amenities,handlingtheircomplaints,fulfillingmaintenancerequests,andansweringanyotherservicesrequestedbyguests.Housekeepingclerksshouldbeverycarefulwhenconfirmingand

takingdownguests’personaldata.Theyshouldhavethecapacitytoresolveconflictsanddisputeswhentheyhappen.Theyalsoneedtomakeunhappyguestsfeelsatisfiedwhenthingsgowrong.Commonthingsprovidedbyhousekeepingcenteronrequest棉被

quilt

iron

熨斗

ironing

board

熨衣板alarm

clock闹钟hairdryer

吹风机

charger电源Whatotherthingsdoguestssometimesrequire?Whatotherrequestsdoguestsoftenmakeabouttheirrooms?ProceduresofofferingrentalserviceStep1Answerphone接听电话

Step2Askfortheguest'srequest询问客人需求

Step3Confirm

theguest'snameandroomnumber确认客人房号

Step4Senditem(s)to

theguestroom送用品至客人房间

Step5

Recordinitemslendingform在宾客用品借用表上登记

Step6Getitem(s)backintime 及时收回物品

ProcedureofprovidingotherservicesonrequestStep1 Answerphone接电话

Step2 Listen 倾听

Step3 Apologize道歉

Step4 Offersolution(s) 提供解决办法

Step5Takeactions 采取措施

Step6 Followup 后续跟踪

II.CONVERSATIONS

Dialogue1Scenario:Mr.Whiteiscallingthehousekeepingcenter.HousekeepingCenter

clerkroommaidplugDVDplayermovieDVDSrightawayListenandlearnListenandansweraWhatdoestheguestneed?bWhydoestheclerkgotoMr.White’sroom?cHowdoestheclerkintroduceherselfwhileknocking

on

theguest’sdoor?dIsthecustomersatisfiedwiththeservice?

(C:HousekeepingCenterClerk;W:Mr.White;R:Roommaid)C:Housekeeping.HowmayIhelpyou?W:Yes.IwouldliketoborrowaplugandaDVD

player.IboughtsomeDVDstoday.C:MayIknowyournameandroomnumber?W:PeterWhiteinRoom309.C:Mr.White,theroommaidwillsendthemtoyou

rightaway.

(Knockonthedoor）R:Housekeeping.MayIcomein?W:Comein,please.R:Goodafternoon,sir.

Hereistheplugandthe

DVD

playeryouaskedfor.W:OK.R:MayIputthemoverhere?W:That’sfine.Thankyou.R:Youarewelcome.Goodbye,Mr.White.W:Goodbye.

ReadandmatchStep1Answerthephone A.Mr.White,theroommaid

willsendthemtoyourightaway.Step2Askfortheguest'srequestB.HousekeepingStep3Confirmtheguest'snameC.HowmayIhelpyou?androomnumberStep4Senditem(s)toguestroom

D.MayIknowyournameandroomnumber?

Dialogue2Scenario:Mr.Whiteiscallingtocomplainabouthisroom.

Listenandlearnpipewashbasinleakrepairmanterribly

②Listenandanswera.

Whydoestheguestwanttochangehisroom?

b.

WhatwouldtheclerkdoafterthetalkwithMr.White?

c.

Doestheguestchangehisroomatlast?

(C:HousekeepingCenterClerk;W:Mr.White)C:Housekeeping.HowmayIhelpyou?W:

Yes.Canyouchangetheroomforme?Thepipeunder

thewashbasinisleaking,andthebathroomfloorisfullofwater.

C:Idoapologize,

sir.MayIknowyournameandroom

number?

W:MynameisPeterWhite,Room309.C:Therepairmanwillcometoyourroomwithin10minutes.W:Anyhow，I'dliketochangemyroom.

C:I’mterriblysorry.I’llcallmymanager.Maybehe

can

helpyouchangetoanotherroom.W:OK.Thankyou.C:IfthereisanythingelseIcandoforyou,pleasecallme.

Step1AnswerthephoneA.HowmayIhelpyou?Step2ListenB.Idoapologize,sir.Step3ApologizeC.I’llcallthemanager.Maybehecanhelpyouchangetoanotherroom.Step4Offersolution(s) D.HousekeepingStep5TakeactionsE.Therepairmanwillcometoyourroomwithin10minutes.③ReadandmatchKeyWordsandExpressionsplug[plʌg]n.

接线板leak[li:k]v.

漏repairman[ri'pɛəmən]n.修理工DVDn.

影碟DVDplayerDVD影碟机III.PointsofEmphasisIneedanextrablanket.

I’llsendittoyouwithin10minutes.我需要加床被子。我十分钟内给您送上去。Canyougetmeabrighterlight?

I’llchangeitrightaway.你能给我拿一盏亮一点的灯吗？我立刻给您更换。Canyousendsomeonetorepair

Theelectricianwillcometoyour

theTV?

room.

你能找人来修理一下电视机吗？电工马上就去您的房间。Theair-conditionerdoesn’twork.

I’llsendarepairmantofixitrightaway.

空调坏了。我马上让修理工去修好。

DifferentwaysforRespondingtoRequestsG:Ineedanextrapillow.C:I’llsendarepairmantofixit.

G:CanIrentmahjong?C:I’llmanageit.G:Thetoiletdoesn’tflush.C:Yes,sir.I’llsendittoyourightaway.G:CanIchangemyroom?C:I'llbringyouonewithin10minutes.

①.Matchthefollowingsentences.②.Workoutappropriateresponses,usingthesentencesgivenbelow.Example:RequestRespondIneedanextraquilt.I’llbringoneuptoyourroom.G:CanIhaveanextratable?C:G:TheTVsetisnotworkingwell.C:G:Canyouchangetheroomforme？It'stoonoisy．C:G:I’dliketousemyshaver,butit’s110V.Doyouhaveatransformer?C:③.PairWorkMakeconversationsbasedonwhatisdescribedbelow:Aguestcallsthehousekeepingservicecenter,sayingthat

somethingiswrongwiththebedsidelamp.IV.LISTENINGCOMPREHENSION①.Choosethebestanswer(A,BorC)foreachofthefollowingquestions.1.Whatistheguestcomplainingabout?a.Theroomistoocold.b.Thereisnowaterinthetoilet.c.Theroomhasnotbeencheckedbeforeshemovesin.2.Whichofthefollowingisnotmentionedbytheguest?a.Thewaterdoesnotrunawayintheshower.b.Thetoiletdoesnotflush.c.Thereisnotoiletpaper.3.Whousuallycheckseveryroombeforenewguestmovein?a.Housekeepingclerkb.FloorSupervisorc.Housekeeper②.Completethesentencesa.Thereisnotoiletpaperandthewaterdoesn’trunaway________.b.I’mterriblysorrytohearthat.I’ll___________rightaway.c.Thehousekeeperusually__________________beforenewguestmovein.d.That’s__________torunahotel.V.INTERCHANGEACTIVITIES

①.Fillintheformwithwordsandphrasesfromthelist.

bed

blanket

quilt

pillow

alarmclock

chess

poker

mahjong

iron

ironingboard

moviedisc

DVDplayermosquitokillerchargertransformerhairdryerpluginternetwire

ItemsProvidedwithoutChargeItemsProvidedwithCharge②.PairWorkCompletethefollowingdialoguesbasedonthesituationgiven.Aguest(G)iscallingthehousekeepingcenter(C)toaskforanextraquilt.C:Housekeeping._______________?G:Yes.Canyou_____________.Ifeelrathercoldatnight.C:Aquilt.MayIknow______________?G:JohnLeeinRoom309.C:Yes,sir.Iwill________________.(Knockatthedoor）C:______________,mayIcomein?G:Comein,please.C:Goodevening,Mr.Lee.I’mhere__________________.MayIputitonthebed?G:Sure.C:Please______________.IsthereanythingelseIcandoforyou?G:No,thankyou.C:____________.Goodbye,Mr.Lee.G:Goodbye.③.GroupTaskDoyouthinkthefollowingstatementsaretrueorfalse?Discusswithyourgroupmembersandtrytofindexamplestoproveyourpoint.()Housekeepingcenterprovidesroomservice.()Telephonesshouldbeansweredbyhousekeepingclerkswithin3rings.()It’snotnecessaryforhousekeepingclerkstowearnamebadges.()Housekeepingclerksshouldapologizeforanyproblemthatmaymaketheguest’sstayuncomfortable.()Housekeepingclerksisnotresponsibleformaintaininganeatworkingarea.④.Role-playGuest:Youarecallingthehousekeepingcenter,sayingthatyouarenotsatisfiedwiththeroombecausethecarpetisverydusty.Housekeepingclerk:Yougetthenecessaryinformationandpromisetoasktheroomattendanttocleanitatonce.VI.HOMEWORKA.Afterclass,finishthefollowingtaskswithyourclassmates.1.SearchontheIn