實用階梯英語2

1、實用階梯英語,www.dutpgz.cn,酒店英語項目實訓指導書,www.dutpgz.cn,大連理工大學出版社,Diagram,,www.dutpgz.cn,大連理工大學出版社,Program 2,Housekeeping Department 項目二 客房部,The Housekeeping Department is one of the m

2、ain operational departments of a hotel. In a sense, it is possible to say that a clean and pleasing guest room is one of the products that a hotel sells. Its duty is to ensure the cleanliness and good order of all rooms

3、and public areas in the hotel, and provide all good and necessary services in order to create an ideal living environment. To keep the operation of the hotel going smoothly, it must also coordinate the work closely with

4、other departments.,,Housekeeping Department Introduction客房部介紹,www.dutpgz.cn,大連理工大學出版社,Hot Tip,,客房部是酒店主要運營部門之一。在一 定程度上，一個整潔而令人愉悅的客房，就是酒店出售的產(chǎn)品。它的職責就是確保客房和整個公共區(qū)域清潔、有序，并為創(chuàng)造

5、出理想的居住環(huán)境提供必要的服務。為了保持整個酒店的順暢運作，它也必須與其他部門建立緊密的合作。,www.dutpgz.cn,大連理工大學出版社,Hot Tip,,Main Functions of the Housekeeping Department 前廳部主要功能,■Chamber Service 客房服務■Laundry Service 洗衣服務■Room Service 客房送餐服務■

6、Turn-down Service 做夜床服務■Special Services特殊服務■ Maintenance Service維修服務■Miscellaneous Service其他服務,www.dutpgz.cn,大連理工大學出版社,Front Office,,,Guiding the Guest to the Guest Room,1,,,Laundry Services,3,,,Oth

7、er Special Services,4,www.dutpgz.cn,大連理工大學出版社,Hot Tip,Task 1 Receiving Room Reservations工作任務一 受理客房預訂,Task Objectives 任務目標After learning, you should be able to:學完后，應該掌握：◆receive the guests

8、 接待客人 ◆introduce the room facilities and services 介紹客房設施和服務,www.dutpgz.cn,大連理工大學出版社,Hot Tip,Sub-task 1: Receiving the Guests子任務一 接待客人,,Sample,情景實例,Scene: The floor attendant steps

9、 forward to welcome the guests. (A=Attendant, G=Guest)A: Good morning, sir and madam. Welcome to the Seventh Floor. I’m the floor attendant. Did you have a pleasant trip?G: Yes, thanks. Where is Room 7013,

10、please?A: It’s along here. Would you please step this way, Mr. and Mrs. Brown?G: OK. But how do you know our names?A: It was on the arrival list for Room 7013. Here we are. This is your room. May

11、 I have your key, please? Let me open the door for you.,www.dutpgz.cn,大連理工大學出版社,Hot Tip,G:Oh, the room is so spacious!We like it very much.

12、 A:The room is facing the south. You can have a good view of the garden. G:Very well. When will our

13、 suitcases arrive?A: They will be here quite soon. The bellman is handling them. Please wait a moment.G: Very well. (Looking around the room)A:

14、How do you like the room?G: Oh, it looks comfortable and cozy. We like it very much.A: (Drawing the curtains aside) The room is facing the south and commands a good view of the Huangpu River.G: Ye

15、s. How great!,www.dutpgz.cn,大連理工大學出版社,Hot Tip,,Words and Expressions,詞匯與表達,floor attendant 樓層服務員spacious a.寬敞的cozy a. 溫馨的draw v. 拉curtain n. 窗簾,www.dutpgz.cn,大連理工大學

16、出版社,Hot Tip,,Situational Training,情景實訓,Role play A guest finishes check-in, and the floor attendant shows the guest to Room 801 on the 8th floor. The floor attendant introduces the Recrea

17、tion Center is on the 4th floor, and the Restaurant is on the 2nd floor. The floor attendant opens the door and turns on the air-conditioner for the guest. He also tells the guest the price list of the mini-bar is under

18、 the hotel service guide.,www.dutpgz.cn,大連理工大學出版社,Hot Tip,Sub-task 2: Introducing the Room Facilities and Services子任務二 介紹客房的設備和服務,,Sample 1,情景實例一,Scene: The floor attendant tells the guest how

19、 to use the room key card. (A=attendant, G=Guest)A: Mr. Black, once you enter the room, you must insert the key card into the holder here. The electricity only works when the key card is inserted.G:

20、 I see.A: To use the water boiler, you need to hit the“On” switch. It will heat your water within a few minutes.G: Will it keep the water warm if I leave it on? A: Yes, it will. If

21、you would like to admire the beautiful view, you can draw the curtains by pulling this cord.G: Oh, what a wonderful view!,www.dutpgz.cn,大連理工大學出版社,Hot Tip,,Words and Expressions,詞匯與表達,holder n.

22、 固定物electricity n. 電insert v. 插入water boiler 燒水壺switch n. 開關(guān)pull v. 拉cord v. 繩索,www.dut

23、pgz.cn,大連理工大學出版社,Hot Tip,,Sample 2,情景實例二,Scene：The room attendant guides the customer into his bathroom and introduces something to him. (A= Att

24、endant, G=Guest) A: This is the bathroom.G: It’s very nice.A: Please feel free to use these complimentary items here.G: Which ones?A: The shampoo, conditioner, lotion, toothb

25、rush, toothpaste and bath salts.G: Does the bathroom have a hair dryer as well?A: Yes, it is in the right drawer.G: Great. Thanks.,www.dutpgz.cn,大連理工大學出版社,Hot Tip,,Words and Expressions,詞匯與表達,room attendant

26、 客房服務員complimentary a. 免費的item n. 物品shampoo n. 洗發(fā)水conditioner n. 護發(fā)素lotion n. 潤膚露toothbrush

27、n. 牙刷toothpaste n. 牙膏bath salt 浴鹽hair dryer 吹風機,www.dutpgz.cn,大連理工大學出版社,Hot Tip,,Sample 3,情景實例三,Scene: The room attendant tells the guest

28、 which goods in the room are free of charge. (A= Attendant, G=Guest) A: Mr. Black, over here you will find your

29、 hot water boiler and complimentary coffee and tea.G: I really like coffee throughout my day. Can you bring up some more?A: Certain

30、ly. Just call the Front Desk when you need anything.G: Can I get some extra pillows?A: Of course, but there are only two extra pillows here in the closet. Do you still need more pillows?G: Oh no, that will b

31、e alright. Thanks.A: It’s a pleasure. I’ll send someone up with more coffee for you now.G: Thanks a lot.A: I hope you have a pleasant stay.,www.dutpgz.cn,大連理工大學出版社,Hot Tip,,Words and Expressions,詞匯與表達,free of charg

32、e 免費的throughout prep. 貫穿，從頭到尾pillow n. 枕頭,www.dutpgz.cn,大連理工大學出版社,Hot Tip,,Sample 4,情景實例四,Scene: The room attendant tells the guest

33、 how to use the safe in the room. (A= Attendant, G=Guest)G: Excuse me. Where can I keep my passport and money safe?A: Every room has a safe in the closet.G:

34、 How does it work?A: Please open the safe. When “Open” is showed, you must set the code by inputting a six-digit password. Then you put the documents or valuables inside and the safe will be locked when closed. At tha

35、t time,“Lock” will be showed. Don’t forget the password you set; otherwise, you will get much trouble.,www.dutpgz.cn,大連理工大學出版社,Hot Tip,G:How can I open it? A:Just put in the

36、six-digit password and the safe will be opened. G:If I put the wrong number...?A:It will show“Error” and never be opene

37、d. If you have any questions, please call us and we will be glad to assist you.G:OK. Thanks.,www.dutpgz.cn,大連理工大學出版社,Hot Tip,,Words and Expressions,詞匯與表達,safe n. 保險箱closet

38、 n. 衣櫥code n. 密碼set v. 設置input v. 輸入 Six-digit password 六位數(shù)密碼document n. 文件valua

39、ble n. 貴重物品lock v. 上鎖error n. 錯誤,www.dutpgz.cn,大連理工大學出版社,Hot Tip,,Sample 5,情景實例五,Scene: The room attendant introduces how

40、 to use the mini-bar and other room services. (A=Attendant, G=Guest)G:Excuse me. Is the mini-bar included in the room price?A:No, it is not. Here is the

41、 price sheet. Your mini-bar is stocked with a variety of drinks and snacks.G:What if I want something else to eat or drink?A:You can call Room Services 24 hours a day. You can dial 7. You

42、have a full menu here in this hotel directory book on the desk.G:OK. Thanks.A:You are welcome. Please call us if you need anything.,www.dutpgz.cn,大連理工大學出版社,Hot Tip,,Words and Expressions,詞匯與表達,price she

43、et 價格表be stocked with 儲藏著a variety of 各種各樣的directory book 通訊錄,www.dutpgz.cn,大連理工大學出版社,Hot Tip,,Sample 6,情景實例六,The room attendant shows the guest how to

44、 use the electric facilities. (A= Attendant, G=Guest) A: Welcome to our hotel, Mr. Black. I’m the

45、 room attendant. My name is Mary. Is there anything I can do for you?G: Yes. Would you please show me how to use some electric facilities in the room?A: C

46、ertainly.G: How can I make an outside call?A: Please dial “0” first, and then dial the telephone number you want.G: How about the air conditioner?A: This is the temperature control of the air-conditioner. You can

47、 turn it clockwise to adjust the temperature as you like.,www.dutpgz.cn,大連理工大學出版社,Hot Tip,G: I’d like to know some programs in the evening.

48、 A: Just press the button on the up-right corner in order to turn on the TV. There are 50 channels.

49、G: My electric shaver is operated by 110 volts.A: The electrical current in your room is 220 volts. But we have prepared transformers on loan for the guest. I’ll bring you one at once.G: I’d appreciat

50、e that.A: You’re welcome. I’m always at your service.,www.dutpgz.cn,大連理工大學出版社,Hot Tip,,Words and Expressions,詞匯與表達,electric facility 電器設備outside call 外線電話dial v. 撥打ai

51、r conditioner 空調(diào)temperature control 溫度調(diào)節(jié)器clockwise ad. 順時針地adjust v. 調(diào)節(jié)program n. 節(jié)目,www.dutpgz.cn,大連理工大學出版社,Hot Tip,press the button 按

52、這個按鈕Up-right corner 右上角channel n. 頻道 electric shaver 電剃須刀volt n. 伏特electrical current 電流transformer n. 轉(zhuǎn)換器o

53、n loan 出借,www.dutpgz.cn,大連理工大學出版社,Hot Tip,,Situational Training,情景實訓,Role play 1. One student should be the guest and the other the ho

54、tel employee. The guest has just finished checking in and the hotel employee needs to show the guest to his or her room. On the way to the room the guest asks about the restaurants. What

55、 will you say?2. One student should be the guest and the other the hotel employee. The situations are as follows:The hotel employee needs to explain the other complimentary items in the room. What other amenities

56、 are in the room?b. The guest wants to know more about the functions of the TV. What will you both say?c. The guest wants to change the air temperature in the room. The hotel staff needs to explain how the air cond

57、itioner works. What will you both say?,www.dutpgz.cn,大連理工大學出版社,Hot Tip,d. The guest wants to know whether the Internet is included in the room rate.

58、 What will you both say? e. The room attendant guides the guest into the room. She introduces the

59、 bath facilities to the guest. The red faucet(水龍頭) is for hot water and the blue one is for cold water. The running water(自來水) is not drinkable(可飲用的). The guest wants to make IDD c

60、alls(International Direct Dial 國際直撥電話) in the room. The room attendant tells him that he should just dial 9 and then dial the country code and area code before the phone number he wants to call. The guest wants to use h

61、is laptop(手提電腦) to get to the Internet in the room. He asks whether the hotel will charge the use fee. The room attendant explains that he can use the Internet broadband(互聯(lián)網(wǎng)寬帶) for free and the access hookup （連接） i

62、s on the desk.,www.dutpgz.cn,大連理工大學出版社,Hot Tip,,What you should be able to know你應該知道的知識,,Task Procedure,任務流程,■ Receive the guest. 接待客人。■ Open the door and introduce the room facilities and services briefly.

63、 開門并簡要介紹房間的設施和服務?！?Enquire the guest’s needs. 詢問客人需求。■ Extend your wishes to the guest. 表達對客人的祝愿。,www.dutpgz.cn,大連理工大學出版社,Hot Tip,,Task Skills,任務技巧,■ The room attendant（bellman） guides the guest into the

64、 room.,,客房服務生(行李生)將客人領(lǐng)進房間。（客房服務生或行李生為新來的客人打開房門后自己應先進客房，以避免新客人萬一走錯房間與房內(nèi)客人照面的尷尬場面；春秋冬季下午、黃昏或晚上房內(nèi)較暗，而無人的客房是不亮燈的，服務生先進去開燈，可免去客人不便。）,www.dutpgz.cn,大連理工大學出版社,Hot Tip,■ After guiding the guest into his room, you can introduce t

65、he facilities and services to him initiatively. You ought to explain clearly or show him how to use it. What’s more, you should remind the guest what kinds of services the guests have to pay extra.,,在引導客人進入房間后，你可以主動為客人介紹

66、設施和服務。你應該跟客人解釋清楚或為他們展示如何使用這些設施。此外，你還應該提醒客人哪些服務是需要額外付費的。,www.dutpgz.cn,大連理工大學出版社,Hot Tip,,Useful Knowledge,實用知識,,■ Important positions in the Housekeeping Dept 客房部的重要崗位,Housekeeping Manager 客房經(jīng)理Room

67、Division Supervisor 客房主管Floor Captain 樓層領(lǐng)班Floor Attendant 樓層服務生Room Attendant 客房服務生Cloak Man/Woman

68、 衣帽間服務人員PA Cleaner=Public Area Cleaner 公共區(qū)域清潔員,www.dutpgz.cn,大連理工大學出版社,Hot Tip,,■ The room attendant can know the name of the guest by the following ways:,arrival list

69、 抵達名單luggage tag 行李標簽registration form 登記表restaurant reservation 餐廳預訂convention or meeting name tags 會議姓名標簽asking