3.1 Services at the Hotel（课件）-《旅游情景英语》高等教育出版社第二版 同步精品课堂

“十四五”职业教育国家规划教材 （高教版第二版） 旅游情景英语 Services at the Hotel Unit 3.1 旅游情景英语 PART 01 2 学习目标 1. 知识与技能目标：​​ - 能正确认读、拼写并运用核心词汇（如：check-in, reservation, registration form, passport, ID card, room key, etc.）。 - 能理解并熟练运用办理入住的核心功能句进行角色扮演。​ 2. 过程与方法目标：​​ - 通过情景模拟、角色扮演、小组合作等方式，培养学生在前台接待中的英语沟通能力与团队协作能力。 ​3. 情感、态度与价值观目标：​​ - 在模拟实践中体验前台服务的专业性，培养热情、耐心、细致的服务意识与职业素养。 教学重点： 1.掌握并能够熟练运用 Key words and phrases Bathroom, DND sign, turn-down service, room attendant，trolley, housekeeping department，disturb，make up，a bit, tire, convenient, ready 2.学习并掌握Situational Conversations: Conversation 1 教学难点： 掌握并能够熟练运用以下句型： 1.Housekeeping, May I come in? 2.I’m sorry to disturb you. 3.May I make up your room now? 4.What time would be convenient, sir? 5.Have a good rest, sir. I’ll come at 11:30a.m. 旅游情景英语 Contents Warming Up Language Focus Practice Conclusion Pre-class Work Homework 旅游情景英语 Pre-class work How to make up the guest’s room? What does it mean to turn-down services? 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. 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. The students should know the working procedure of turn-down service: 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. Introduction of smart hotel rooms +++++ 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. Pay attention to protect the privacy of guests. 旅游情景英语 Warming Up Talk about the following pictures. The words and phrases below may help you. pillow bath robe 旅游情景英语 slippers electric kettle Superior King Room (STR) remote control 旅游情景英语 Language Focus Words and Phrases Situational Conversations Main Words &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 housekeeping department 客房部 disturb /dɪ'stɜ:b/ vt. 打扰，妨碍 例句：I hope I’m not disturbing you. Scene:​​ A room attendant offers service to a guest, Mr. Brown. ​Characters:​​ ​A:​​ Room Attendant ​B:​​ Mr. Brown (Guest) ​Dialogue:​​ ​A:​​ Housekeeping. May I come in? ​B:​​ Yes, come in. ​A:​​ Sorry to ​disturb​ you. Shall I do the ​turn-down service​ now? ​B:​​ Not now. Please come back later. ​A:​​ What time is ​convenient​? ​B:​​ 7 p.m. is fine. ​A:​​ Okay. I see the ​DND sign. My apologies. ​B:​​ I forgot to hang it up. ​A:​​ Understood. Do you have any laundry? Here is the ​laundry list. ​B:​​ Yes, this shirt needs washing. ​A:​​ Please use the bag. The ​housekeeping department​ will collect it. Is the ​bathroom​ okay? ​B:​​ The light is a bit dim. ​A:​​ I will report it. Here is extra water from my ​trolley. ​B:​​ Thank you. ​A:​​ You're welcome. Your ​room attendant​ is here to help. ​make /meɪk/ vt. 做；n. 制造 make up 组成，补足，整理，打扫（房间） 例句：I’m making up the room. 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 例句：The hotel is well placed for easy access to London and convenient for Heathrow Airport. ready /ˈredi/ adj. 准备好的；vt. 做好……的准备 Scene:​​ The room attendant returns to Mr. Brown's room at 7 p.m. ​Characters:​​ ​A:​​ Room Attendant ​B:​​ Mr. Brown (Guest) ​Dialogue:​​ ​A:​​ Good evening, sir. I'm back to ​make up​ the room now. ​B:​​ Thank you. Come in, please. I was ​a bit tired​ after my trip. ​A:​​ I understand. I will be quick. Is it ​convenient​ if I start with the ​bathroom​? ​B:​​ Yes, that's fine. ​A:​​ (After a short time) All done, sir. Your room is ​ready​ for the night. Is there anything else? ​B:​​ No, thank you. I'm ​ready​ to sleep now. ​A:​​ Perfect. Have a good rest. Call the ​housekeeping department​ if you need anything. Situational Conversations Conversation 1 Conversation 1 Making up the Room Service The room attendant (A) comes to Mr. Wilson’s (B) room with a trolley at about 9:30 a.m. 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. 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. 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？ 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。 3. May I make up your room now? 我现在可以打扫您的房间吗？注：句中make up 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。 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。 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。 Useful Expressions Practice Task 1: Role-play. Act out the play with your partner according to the following scenes with the given sentence patterns.  1. Useful Expressions (1) Housekeeping. May I come in? (2) I’m sorry to disturb you. (3) May I make up your room now? (4) What time would be convenient, madam? (5) OK. I’ll clean your room at …tomorrow morning.  Characters: • A: Room Attendant (客房服务员) • B: Mr. Brown (客人，布朗先生) Dialogue: A: (Knocks on the door) (1) Housekeeping. May I come in? B: (Opens the door) Oh, hello. A: Good morning, sir. (2) I'm sorry to disturb you. (3) May I make up your room now? B: Actually, I'm on an important conference call. Could you come back a little later? A: Of course. (4) What time would be convenient, sir? (Note: Changed 'madam' to 'sir' to match the guest) B: Could you come back in about one hour, at 10 o'clock? A: (5) OK. I'll clean your room at 10 o'clock tomorrow morning. Thank you B: Thank you for understanding. A: You're welcome, sir. 1. Useful Expressions (6) Laundry service. May I come in? (7) Do you have any laundry? (8) Please fill in the laundry list. (9) I will get it back tomorrow morning. (10) Would you like an express service? Scene: A staff member from the laundry service comes to collect a guest's clothes. Characters: • A: Laundry Staff • B: Guest (Mr. Smith) Dialogue: A: (Knocks on the door) Laundry service. May I come in? B: Yes, please come in. A: Good morning, sir. Do you have any laundry? B: Yes, I do. Here are my shirts and pants. A: Thank you. Please fill in the laundry list. B: Okay. Here you are. A: Would you like an express service? It is faster. B: No, regular service is fine. A: Okay. I will get it back tomorrow morning. B: Thank you. A: You are welcome, sir. Task 2: Complete the following dialogues in English. 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）？ 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）。 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! 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）. Conclusion Words Useful Expressions for making up the room in the housekeeping Department How to offer laundry service Language points in Tasks 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 ( ) 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 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. fill in make up back come laundry make up laundry come fill in back Thank You! 34 Lavf58.26.101 vid:v1e00fgi0000cv6qf4vog65gjnr8uge0 $