Unit 4 Room Service-中职《旅游英语》（天津大学出版社）（课件）

旅 游 英 语 Chapter 4 Restaurant Service Unit 1: Table Reservation用餐预订 Unit 2: Taking Orders 点菜服务 Unit 3: Paying Bills 结账服务 Unit 4 Room Service 房内用膳 Unit 4 Room Service 房内用膳 Task 1 Lead-in Look at the following pictures and try to talk about them with your partner with the help of the word bank below. Match the words in Word Bank A with those in Word Bank B. Word Bank A Word Bank B 薯条 早餐 咖啡壶 调料 餐车 黄油 番茄酱 餐具 Breakfast trolley Ketch-up Table ware Breakfast Coffee pot Seasoning Butter French fries Task 2 Reading Read the following passage and try to accomplish the exercises. Room service is the service of food or drinks in guest rooms in hotel or other accommodative establishment, such as motels or serviced apartments. In all-suite hotels it is often referred to as “in-suite service”. Hotels are often judged, as much as anything else, by the standard of the room service they provide. A five-star property will be expected to provide room service for at least 18 hours of the day, if not all hours of the day and night, and that service must at all times be friendly, quick and efficient. Room Service Most room service orders are given by telephone. The telephone is therefore the first point of contact with room service staff and good telephone technique is vital in creating that all important favorable first impression. The benchmark for a five-star hotel is no more than three rings before it is answered. Write the order down carefully on an order docket, and not forget to record the room number. Be flexible and helpful if the guest requests items not on the menu. Tell the guest approximately how long it will take for the order to be delivered. Check all the details, including the time that the order was taken. Then promptly distribute the order to the appropriate personnel both in room service and the kitchen. accommodative a. 予以方便的 establishment n. 机构，企业 motel n. 汽车旅馆 suite n. 套房 property n. 财产，地产 technique n. 技术 vital n. 关键的，重要的 benchmark n. 基准点，标准点 docket n. 单据 flexible a. 灵活的 deliver v. 递送 distribute v. 分配 Exercises: Write down the answers of the following questions in English. What is the meaning of “room service” according to the passage? Answer:____________________________ __ Why do we say hotels can be judged by their room service? Answer: ____________________________ _____ Why is telephone so important in delivering room service? Answer: ________________________ ________ Are there any other ways to take room service? Tell us about them. Answer : ________________________ ________ . Put the following statements into correct order. [ ] Record the room number and name of the guests. [ ] Check all the details, including the time that the order was taken. [ ] Tell the guest approximately how long it will take for the order to be delivered. [ ] Write the order down carefully on an order docket. [ ] Promptly distribute the order to the appropriate personnel both in room service and the kitchen. [ ] Answer the service telephone in no more than three rings. [ ] Be flexible and helpful if the guest requests items not on the menu. Choose the proper word or phrase in the box to fill in the blank in each of the following sentences, changing the form if necessary. establishment as much as at least efficient therefore vital benchmark flexible deliver distribute The lazy girl is dreaming of marrying a millionaire and won't do any work. We need a foreign policy that is more . The heating system has recently been modified to make it more . The valuation becomes a against which to judge other prices. As a result, costs will be reduced by 90%. Newspapers are every day by the postman. To go abroad to study, you should master the language. The books in the library according to subjects. The heart is a organ. This opened under the sponsorship of a large corporation. Translate the following sentences into Chinese. In all-suite hotels it is often referred to as “in-suite service”. Hotels are often judged, as much as anything else, by the standard of the room service they provide. A five-star property will be expected to provide room service for at least 18 hours of the day, if not all hours of the day and night, and that service must at all times be friendly, quick and efficient. The telephone is therefore the first point of contact with room service staff and good telephone technique is vital in creating that all important favorable first impression. Task 3 Listening Listen to the following short dialogues and fill in the blanks with missing information. a.--- . May I help you? --- Can you ? b.--- an continental breakfast? ---A continental breakfast, please. c.---I’d like to order and a club sandwich and to my room. ---OK. May I have your room number, please. d.---May I suggest ? ---Just a minute. I’ll ask my daughter. It’s for her. e.--- ? ---Please tick the type of breakfast item you like, and don’t forget the time for the service. Then . Our man will pick it up. Listen to the following dialogue and fill in the blanks with the missing information. Beijing International Hotel. Wang Fang is answering a phone call for a room service. Wang Fang: (W) Mr. Smith: (G) W: Good morning! Room Service, ? G: I’d like to order a breakfast. W: Certainly. , please. G: I’ll have . W: How many minutes would like us to poach your egg, sir? G: For three minutes, please. W: Would you like ? G: Ham, please. W: Would you like any tea or coffee? G: Well, then. W: With lemon or with milk? G: With milk, please. W: Certainly, sir. ? G: No, that’s all. Thanks. W: I’ll repeat your order. , . Will that be all, sir? G: That’s all. W: Your order should take about twenty minutes, sir. G: Fine. W: Thank you, sir. . Task 4 Speaking Useful phrases, expressions and sentences used in settling bills for the guests at the restaurant. How to accept room service booking Good morning! It’s room service. May I help you? Would you like an American Breakfast or a Continental Breakfast? At what time shall we serve breakfast, sir? Your order is already on the way? The breakfast card must be hung on the door handle before 12: 00 midnight. Guests’ response I’d like to order two breakfast. An Continental breakfast, please. Nine o’clock in the morning. Thank you. OK. No problem. How to deliver room service Good morning! This is room service. May I come in? I’m sorry to have kept you waiting, sir. Where shall I put the tray/trolley? When you have finished, could you leave the tray in the hallway? Could you sign here? I would like to check your breakfast order, sir. Please enjoy your meal. See you later! Guests’ response Come in, please. It doesn’t matter. Over there. OK. Certainly! Yes, please. Thank you! See you! Role-play. Act out the following dialogue. Li Mei, a room service attendant, is sending the breakfast of Mr. Smith to his room. She asks him where to put the breakfast. Mr. Smith asks Li Mei to put the breakfast by the bedside, and then signs the bill. His order includes a sandwich, an egg, a coffee and a sausage. Task 5 Additional Know- how for Tour Guides The performance criteria for room service may conclude as follows: Answer customers promptly and in a polite and helpful manner at all time. Give the customers accurate information, that meets their needs and promotes your organization’s products and services. Identify customers’ requirements and deal with them in line with suitable workplace service operation. Complete the orders correctly, in line with service operation. Use clean and undamaged service equipment of the appropriate type, to portion and serve food. Deliver the orders promptly and in time. Collect the dirty dishes and leftover in line with food hygiene legislation. 谢谢观看 $$