Unit 3-1 Services at the Hotel（课件）-《旅游情景英语》（第二版）

（第二版） 旅游情景英语 1 Unit 3-1 Services at the Hotel 旅游情景英语 旅游情景英语 Warming Up Language Focus Practice Extending Conclusion Pre-class Work Homework Unit 3-1 01/ LOREM IPSUM DOLOR Contents Pre-class work How to make up the guest’s room? What does it mean to turn-down services? Unit 3-1 旅游情景英语 Useful Expressions when you make up the guest’s room prepare the materials for cleaning the room in advance bath foam, body lotion, shampoo, conditioner, shower cap, bath soap, bomb, cotton ball, tissue paper, toilet paper, toothbrush, tooth paste, bath robe, bath mat ,bath towel, face towel, bed sheet, quilt, post card , slippers, pillow case, map, guest service directory, note pad, mineral water, envelop, writing paper, ball point pen, pencil, etc. Unit 3-1 旅游情景英语 The working procedure of turn-down service ☆ Servicing time is from 5:00 p.m. to 9:00 p.m. ☆ Knocking on the door and says, turn-down service, may I come in? ☆ Closing the curtains and turn on the bedside lamp. ☆ Turning the duvet at a 90 degrees angle and put chocolate or good night card on it. ☆ Cleaning up the garbage and change the toilet items. Unit 3-1 旅游情景英语 Introduction of smart hotel rooms ☆ The guest enters the room, does not need the room card, only needs to scan. ☆ All facilities in the room can be used by voice, such as open/close the curtains, turn on/off the TV or the air conditioner. ☆ When you need toilet paper or mineral water, the robot can be delivered to your room. Unit 3-1 旅游情景英语 Pay attention to protect the privacy of guests The room attendant should do cleaning in a polite way and cannot enter the room before they get permission from the guests. And other personal services are met and public area cleaning is appreciate scheduled so as to minimize disturbance to guests. Unit 3-1 旅游情景英语 Warming Up Talk about the following pictures. The words and phrases below may help you. pillow bath robe Unit 3-1 旅游情景英语 slippers electric kettle Superior King Room (STR) remote control Unit 3-1 旅游情景英语 Language Focus Words and Phrases Situational Conversations Unit 3-1 旅游情景英语 Words and Expressions bathroom /ˈbɑːθruːm/ n. 浴室，卫生间 DND: Do not Disturb 请勿打扰 DND sign 请勿打扰牌 turn-down service 夜床服务 attendant /ə'tendənt/ n. 服务人员，侍者；随从 room attendant 客房服务员 trolley /'trɒlɪ/ n. 手推车 housekeeping /'haʊski:pɪŋ/ n. 家务，家政 Unit 3-1 旅游情景英语 housekeeping department 客房部 disturb /dɪ'stɜ:b/ vt. 打扰，妨碍 make /meɪk/ vt. 做；n. 制造 make up 组成，补足，整理，打扫（房间） bit /bɪt/ n. 一点，少许；adv. [口语]相当，有点儿 a bit /ə bit/ 稍微；有一点儿 tire /'taɪə(r)/ vt. 使…疲惫；使…厌烦；vi. 厌烦；疲劳 convenient /kən'vi:niənt/ adj. 方便的；适当的 ready /ˈredi/ adj. 准备好的；vt. 做好……的准备 Unit 3-1 旅游情景英语 Situational Conversations Conversation 1 Unit 3-1 旅游情景英语 Scene description The room attendant (A) comes to Mr. Wilson’s (B) room with a trolley at about 9:30 a.m. Conversation 1 Making up the Room Service Unit 3-1 旅游情景英语 A: Housekeeping. May I come in? B: Come in, please. A: Good morning, sir. I’m sorry to disturb you. May I make up your room now? B: well, But I’m a bit tired right now. A: I’m sorry about this, I can come back later. B: Thank you so much. Unit 3-1 旅游情景英语 A: What time would be convenient, sir? B: What about two hours later? A: All right. Have a good rest, sir. I’ll come at 11:30a.m. (Two hours later) A: Housekeeping. May I come in? B: Yes, come in. A: Excuse me. May I clean your room now? B: of course. Unit 3-1 旅游情景英语 1. Housekeeping. May I come in? 客房服务。我可以进来吗？ 注：客房服务员进门之前应先敲门。总计三次，每次间隔3－5秒，给 客人反应的时间。敲门三次之后没有应答，可以用客房部钥匙开门。 在开门的同时，一边开门一边报：Housekeeping. May I come in? 如：Turn-down service. May I come in? 夜床服务。可以进来吗？ Notes: Unit 3-1 旅游情景英语 2. I’m sorry to disturb you. 非常抱歉打扰您。 注：客房服务员敲门进入房间之后，如果客人在房间，需要向客人 致以歉意，以免引起客人的不悦。 Notes: Unit 3-1 旅游情景英语 3. May I make up your room now? 我现在可以打扫您的房间吗？ 注：可以用clean或者do替换。对于在房间的客人，能否打扫房间， 客房服务员一定要事先征询客人的意见，在得到客人许可的情况之 下，再进行客房的清扫工作，并在工作期间，做到三轻：说话轻、 走路轻、操作轻。 Notes: Unit 3-1 旅游情景英语 4. What time would be convenient, sir? 先生，您什么时间方便呢？ 注：客房服务员遇到不适合打扫的情况，要询问客人合适打扫的 时间，以表现出对客人的尊重和理解。 Notes: Unit 3-1 旅游情景英语 Useful Expressions: 1. Housekeeping. May I come in? 客房服务。可以进来吗？ 2. I’m sorry to disturb you. 非常抱歉打扰您。 3. May I make up your room now? 我现在可以打扫您的房间吗？ 4. What time would be convenient, sir? 先生，您什么时间方便呢？ 5. Have a good rest, sir. I’ll come at 11:30a.m. 先生，您好好休息。我11:30再过来。 Unit 3-1 旅游情景英语 Role-play Act out the play with your partner according to the following scenes with the given sentence patterns. Practice Task One: Unit 3-1 旅游情景英语 You are a room attendant. When you are making up the guest’s room，she asks you to clean her room early tomorrow because she will have some friends visit her. Scene description Unit 3-1 旅游情景英语 Complete the following dialogues in English. Task Two： Ⅰ. A: the room attendant B: Mr. Green A: _________1_________（客房服务）. May I come in? B: Yes, come in. A: Excuse me._____________2____________ （非常抱歉打扰您。我现在可以打扫您的房间吗）？ Unit 3-1 旅游情景英语 Unit 3-1 B: Of course. By the way. ___________3_________（你能每天晚点打扫我的房间吗）？ I’d like to wake up later. A: No problem. _____________________4________________（您每天什么时间方便呢？）. B: Around 12:30 a.m. A: It’s all right. ____________________5________________ （我每天12：30来打扫您的房间）。 旅游情景英语 Unit 3-1 Ⅱ. A: the laundryman B: Mrs. Brown B: Now I have some laundry that need washing. So, what shall I do? A: OK! Let me help you. ___________1__________ （您需要先填写一份洗衣单）. B: Where is it? A: It is here. _______2________（在写字台的第一个抽屉里）. B：Here you are! 旅游情景英语 Unit 3-1 A: Let me check it! It is right. ___________3__________ （我们提供快洗服务）if you are urgent. B: What charge for? A: ___________4__________（我们加收50%的费用）. B: It’s great. When can it be returned? A: ___________5_________ （我们会在四小时之内送回您的洗衣）. B: Thank you very much. A: ___________6__________（您太客气）. 旅游情景英语 Discussion: Discuss the following questions and write your answers. Extending 1. What should a room attendant do when he or she is collecting laundry for the guest who would like dry-cleaning and ironing? Unit 3-1 旅游情景英语 Extending 2. What should a room attendant do when he or she is collecting laundry for the guest who would like to remove the stains on his or her shirt? Unit 3-1 旅游情景英语 Conclusion words Useful Expressions for making up the room in the housekeeping Department Language points in Tasks How to offer laundry service Services at the Hotel 3-1 Unit 3-1 旅游情景英语 Homework Exercises Ⅰ. True (T) or False (F) ( ) 1. The room attendant always cleans check-out room last every day. ( ) 2.When you collect laundry, you can not help the guest put the clothes into the laundry bag. ( ) 3. If the guest asks you to clean the room later, you just say,” no problem”. F T F Unit 3-1 旅游情景英语 ( ) 4. You can take its away if the guest leaves the laundry at the door. ( ) 5. If the guest is in the room, you should knock at the door before entering the room. F T Unit 3-1 旅游情景英语 Ⅱ. Fill in the blanks with the words or phrases given. 1. May I______________ your room now? 2. Do you have any__________? 3. Have a good rest, sir. I’ll______ at 02:30p.m. 4. Please_______________ the laundry list. 5. I will get it________tomorrow afternoon. Unit 3-1 fill in make up back come laundry make up laundry come fill in back 旅游情景英语 Unit 3-1 Thank You! 旅游情景英语 $$