《饭店服务英语》课件-模块二 客房服务中心

《饭店

英语》HotelEnglishHotelEnglish模块二RoomCentreService

客房服务中心教学目标知识目标:了解加床服务程序技能目标:掌握洗衣服务程序情感目标:关注酒店的个性服务,提高服务质量

教学重点1.掌握有关客房服务的英文词汇及实用表达

2.掌握客房服务中心的相关服务内容

教学难点能够流利地运用英语为客人进行客房服务MainPoints（知识要点）※Proceduresofextra-bedservice

加床服务程序※Proceduresoflaundryservice

洗衣服务程序※Proceduresofexpressservice

加急服务程序RoomCentreService

客房服务中心juice[dʒu:s]n.果汁mineral['minərəl]a.矿物的mini-bar['mini-bɑ:]n.小冰箱send[send]vt.派fast[fɑ:st]a.快速的dry-cleaned[drai-kli:nd]vt.干洗iron['aiən]n.铁，熨斗v.熨，烫衣服vt.熨烫button['bʌtn]n.钮扣mend[mend]v.修补deliver[di'livə]v.递送，交付emergency[i'mə:dʒnsi]a.紧急的express[iks'pres]n.快递Ⅰ.词汇Extrabedservice1)I’mcallingtoaskifIcanhaveanextra-bed.2)I’llgetyoutheextra-bedwiththepermissionofreceptiondesk.3)Howmuchdoesyourhotelchargeforanextrabed?Laundryservice1)Pleasecompletethelaundrylistandputittogetherwithyourlaundry.2)Wehaveexpresslaundryservicehere,it’s50%extrachargeforit3)Isitforformallaundryorexpresslaundry?4)Whattimecanwepickupyourlaundry?5)Thelaundryhassewed（缝）abuttonforyou.6)We’resendingsomeonetheretoyourroomwiththeexpresslaundryserviceforminaminute.UsefulExpressions（实用表达）II.IntroductionRoomCenterService

Ahotelmustprovidethegueststherooms,mealsandtherelatedservices,andalsotheentertainmentfacilities.Andthestandardoftheentertainmentfacilitiesisalsoanimportantelementtomeasureahotel.

Introduction

EntertainmentfacilitiesinahoteloftenincludeKTVs,bars,ballroomsandevencasinosinsomehotelssuchasHotelLisboainMacauandMGMGrandHotelCasinoinLasVegas.

Goodentertainmentfacilitiescanhelpattractgueststothehotelbesidesitsgoodrooms,servicesandotherelements.Andthesefacilitiesarealsotheveryimportantpartsforahotel’sincome.Sothehotelsarealwaystryingtoimprovetheirentertainmentfacilitiestoattractmoreguests.

Theexpendituresonentertainmentfacilitiesarenotincludedintothequotepricesoftherooms.Feeswillbechargedseparatelyforallconsumptionofthose.Itisnecessarytolettheguestsknowthechargestandardsbeforerecommendingthemtousethesefacilitiesinordertoavoidcomplaints.III.Lead-inActivitiesRoomCenterServiceCanyougivetheanswerstothem?1.

Whatdoyouthinkahotelshouldprovidetotheguest?

2.

Whyareentertainmentfacilitiesimportantforahotel?3.Ifyouareinchargeoftheimprovementoftheentertainmentfacilitiesofahotel,whatwillyoudo?4.Inyouropinion,whatentertainmentactivitiesaresuitableforhotelstoorganizeandoperate?5.Ifyouneedtoexplaintheusageoftheentertainmentofthehoteltoaguest,howwillyoudothat?ClassactivityteamworkIV.TopicextensionRoomCenterServiceExtra-bedServiceG=GuestA=RoomattendantA:Housekeeper,thisisAida.MayIhelpyou?G:Hi,thisisAlicespeaking,AliceClinton.Iamcallingtoaskifyoucoulddomeafavor.A:Iamgladtohelp,MissClinton.Whatisit?G:MymotheriscomingheretojoinmetowatchtheBeijingOlympicstomorrow.Shewillstayherewithmeforafewdays.CanIhaveanextrabedinmyroom?IV.TopicExtensionA:Inthatcase,youneedtocallthereceptiondeskfirst.ThenI’llgetyouanextrabedwiththeir.G:Howmuchdoesyourhotelchargeforanextrabed?

IVTopicExtension

A:$30pernight.

G:OK,Isee.Bytheway,couldyoupleaseputtwobottlesoforangejuiceandfivebottlesofmineralwaterinthemini-barofmyroom?IVTopicExtensionA:Noproblem,MissClinton.Iwillsentsomeonetodoitrightaway.G:Thankyouverymuch.IVTopicExtensionA:Youarewelcome.We’llputanextrabedinyourroomrightafterwegetthepermissionofthereceptiondesk.

G:Thankyou,I’mcallingthereceptiondesknow.IVTopicExtensionV.OralTimeRoomCenterService

SituationA:

Youareaguestwhostaysinahotel,andyouwanttohaveapartyforoneofyourfriendtocelebrateherbirthday.MakeareservationofaKTVroomandaskthewaitertomakeproperpreparationforthatbirthdayparty.ActitoutSituationB:

Agroupofguestswanttochangeintoalargeonefromtheirmedium-sizedKTVroomsbecause5moreguestswillcome.Butthelargeroomwillbeavailableafter30minutes.AsthemanagerofRecreationalCenter,pleaseexplainthesituationtotheguestsandmakeproperarrangementsforthem.

ActitoutⅥ.Translation我打电话来是想问问你能不能帮个忙。如果前台允许的话，我们会为你加一张床的。您的黑色衬衣掉了一颗扣子，我会帮您缝上的。我们提供快速洗衣服务，不过需要加收50%的费用。我们马上派人把快速洗衣单送过去。CheckupIamcallingtoaskifyoucoulddomeafavor?I’llgetyouanextrabedwiththeirpermission.Thereisonebuttonmissingonyourblackshirt,Iwillhelpyoumendit.Wehaveexpresslaundryservicehere,but50%extrachargeisrequired.5.We’resendingsomeonetheretoyourroomwiththeexpressla