《酒店英语》课件 Unit1-Lesson5 Daily Service　

HOTELENGLISH英语

酒店Contents

Pre-UnitBasicKnowledgeofHotelUnit1TheFrontDeskUnit2TheHousekeepingDepartmentUnit3TheFoodandBeverageDepartmentUnit4TheBusinessCenterUnit5TheFitnessandRecreationCenterLesson1

IndividualHotelReservation

Lesson2

GroupHotelReservation

Lesson3

Pick-upattheAirport

Unit1TheFrontDeskLesson4

WelcomingtheGuestsandCheck-in

Lesson5

DailyService

Lesson6

CheckingOut

GoalLearntoservetheguests’specificneedsanddealwithcomplaints.Lesson5DailyServiceWarm-upDialogueRole-playReadingTaskFurtherStudyWarm-upDialogueReadingFurtherStudyRole-playTaskWritethecorrecttermbeloweachpicture.airconditionertowelwashsetfridgecabinetsink/basin1.__________2.__________3.__________4.__________5.__________6.__________C:Goodafternoon,frontdeskservice.WhatcanIdoforyou?M:I’mstayinginRoom1243.Iwanttochangearoom.C:MayIhaveyourname,sir?M:MichaelGreen.C:Mr.Green,couldyoutellmethereasonforchangingtheroom?M:Ithinkthereissomethingwrongwiththeairconditionerintheroom.C:Haveyoupressedthebuttononthebedsidecabinet?M:Yes,I’veturnediton,butitwasstilloutofwork.C:Okay,I’llsendsomeoneuptorepairit.Warm-upDialogueReadingFurtherStudyRole-playTask客人MichaelGreen（M）入住房间后主动联系前厅部，前厅部服务员Celeste（C）接听了电话。在交流过程中，M顺便提出延期要求。M:MayImovetoanotherroomfartherawayfromhere?Thereistoomuchnoisebecausetheroomisnexttothebaggageelevator.C:I’mawfullysorry,Idoapologize.Haveyouusedthewashset,thetowel,orotherroomservices?M:Notyet.C:That’sgood.I’llchangeanotherroomforyou.HowaboutRoom1228,whichisfarawayfromtheelevator?M:Alright.C:AnythingelseIcandoforyou?M:Thefairherewillbeendedfourdayslater,soIwanttoextendmystay.C:Forhowmanymoredays?M:Iwanttostayanothertwonights.Warm-upDialogueReadingFurtherStudyRole-playTask客人MichaelGreen（M）入住房间后主动联系前厅部，前厅部服务员Celeste（C）接听了电话。在交流过程中，M顺便提出延期要求。C:Letmeseeifwehaveanyrooms.Yes,westillhaveseveralopenings.ButRoom1228hasbeenreservedatthattime.I’mafraidthatyouhavetomovetoanotherroom,Room1220withafrontview.M:Isitalsoaquietroom?C:I’msorrytoinformyouthatitisaroomfacingthestreet.Youknowitisthepeakseason.Mostoftheroomshavebeenbookedaheadofthedate.M:Okay.I’lltaketheroom.C:Sir,wouldyouliketocomedowntothefrontdesk?Let’smakeanextensionofyourstayanddealwithyourroomchanging.M:I’llberightthereafewminuteslater.C:Seeyouthen.Good-bye.M:Thankyouverymuch.Good-bye.Warm-upDialogueReadingFurtherStudyRole-playTask客人MichaelGreen（M）入住房间后主动联系前厅部，前厅部服务员Celeste（C）接听了电话。在交流过程中，M顺便提出延期要求。Warm-upDialogueReadingFurtherStudyRole-playTaskA.Fillintheblanksandchangetheformsifnecessary.apologizeinform

extend

wrongwith

faraway1.Helives

fromus.2.What’s

theheater?3.We

forthisinconvenience.4.I’dliketo

ourstayfortwodays,forwehavetotakepartinsomebusinessactivities.5.Sorry,wefailedto

youimmediately.Warm-upDialogueReadingFurtherStudyRole-playTaskB.Listentothedialogueagainandanswerthefollowingquestions.1.WhydoesMichaelwanttochangehisroom?___________________________________________

2.DoesMichaelchangehisroomsuccessfully?___________________________________________

3.WhatroomdoesMichaelfinallystayin?___________________________________________

Makeanewdialoguebetweenahotelstaffandaguestaboutservingspecificneedsanddealingwithcomplaints.Youmayneedtheexpressionsbelow.Forexample:1.MayIknowwhatiswrong?2.Iamsorrytohearthat.3.Couldyoutellmethereasonfor...?4.I’lltakecareofitrightaway.5.Therecouldhavebeensomemistakes.Idoapologize.6.Idoapologizefortheinconvenience.Warm-upDialogueReadingFurtherStudyRole-playTaskWhenaguestcallsyoutoasksomethingheorsheisnotsureortomakeacomplaintaboutsomething,besurenottoarguewith1theguest.Instead,tryyourbesttomakeclearwhatitis.Certainly,youcanasktheguestsomequestions,sothattheguestcanhaveachancetoexplain.Figureout2whatthematteris,andhanditovertotherelateddepartmentassoonaspossible.Forexample:Warm-upDialogueReadingFurtherStudyRole-playTaskWarm-upDialogueReadingFurtherStudyRole-playTaskQuestions/Complaints/RequestsDepartmentsinChargeIwouldliketomakeanextensionofmystay.Frontdesk.Canyouhelpmeopenthesafe?Arethefoodsanddrinksinyourmini-barforfree?Housekeepingdepartment.Iwouldliketocanceltheorderinthecoffeebar.Foodandbeveragedepartment.MayIhavealookattheconferenceroomyoumentionedyesterday?Businesscenter.Iamgoingtodosomeexercise.WhereshouldIgo?Fitnessandrecreationcenter.A.Readthetextagainandfillintheblanks.Warm-upDialogueReadingFurtherStudyRole-playTaskQuestions/Complaints/RequestsDepartmentsinChargeIwanttochangearoom.Itistoonoisyhere.1.WhereandwhencanIcopythemeetingmaterials?2.MayIbookatableinyourrestaurant?3.Ineedanalarmclock.HowcanIturnonthetelevision?4.Doyouhaveaswimmingpool?5.B.Learntheimportantphrasesinthetext.1.arguewith争吵；争执练习：Themanagementteamisconcernedaboutstaff’sserviceattitude,especiallyarguingwithguests.中文：___________________________________________

2.figureout弄清练习：Ittookthemaboutonemonthtofigureouthowtostarttheequipment.中文：___________________________________________

Warm-upDialogueReadingFurtherStudyRole-playTaskGroupdiscussion:findoutandwritedownthecorrectorder.Warm-upDialogueReadingFurtherStudyRole-playTask(

)a.Takeimmediateaction.(

)b.Recordkeypoints.(

)c.Informtheguestofthetimerequiredtoresolvetheissue.(1)d.Listenpatiently.(

)e.Organizethematerialsforfiling.(

)f.Expresssympathy.(

)g.Informtheguestofthefeasiblemeasurestoresolvetheissue.(

)h.Followupandchecktheimplementation.Learnaboutusefultips.Warm-upDialogueReadingFurtherStudyRole-playTask1.Eachhotel