《飯店

英語(yǔ)》HotelEnglishHotelEnglish模塊二RoomCentreService

客房服務(wù)中心教學(xué)目標(biāo)知識(shí)目標(biāo):了解加床服務(wù)程序技能目標(biāo):掌握洗衣服務(wù)程序情感目標(biāo):關(guān)注酒店的個(gè)性服務(wù),提高服務(wù)質(zhì)量

教學(xué)重點(diǎn)1.掌握有關(guān)客房服務(wù)的英文詞匯及實(shí)用表達(dá)

2.掌握客房服務(wù)中心的相關(guān)服務(wù)內(nèi)容

教學(xué)難點(diǎn)能夠流利地運(yùn)用英語(yǔ)為客人進(jìn)行客房服務(wù)MainPoints（知識(shí)要點(diǎn)）※Proceduresofextra-bedservice

加床服務(wù)程序※Proceduresoflaundryservice

洗衣服務(wù)程序※Proceduresofexpressservice

加急服務(wù)程序RoomCentreService

客房服務(wù)中心juice[d?u:s]n.果汁mineral['min?r?l]a.礦物的mini-bar['mini-bɑ:]n.小冰箱send[send]vt.派fast[fɑ:st]a.快速的dry-cleaned[drai-kli:nd]vt.干洗iron['ai?n]n.鐵，熨斗v.熨，燙衣服vt.熨燙button['b?tn]n.鈕扣mend[mend]v.修補(bǔ)deliver[di'liv?]v.遞送，交付emergency[i'm?:d?nsi]a.緊急的express[iks'pres]n.快遞Ⅰ.詞匯Extrabedservice1)I’mcallingtoaskifIcanhaveanextra-bed.2)I’llgetyoutheextra-bedwiththepermissionofreceptiondesk.3)Howmuchdoesyourhotelchargeforanextrabed?Laundryservice1)Pleasecompletethelaundrylistandputittogetherwithyourlaundry.2)Wehaveexpresslaundryservicehere,it’s50%extrachargeforit3)Isitforformallaundryorexpresslaundry?4)Whattimecanwepickupyourlaundry?5)Thelaundryhassewed（縫）abuttonforyou.6)We’resendingsomeonetheretoyourroomwiththeexpresslaundryserviceforminaminute.UsefulExpressions（實(shí)用表達(dá)）II.IntroductionRoomCenterService

Ahotelmustprovidethegueststherooms,mealsandtherelatedservices,andalsotheentertainmentfacilities.Andthestandardoftheentertainmentfacilitiesisalsoanimportantelementtomeasureahotel.

Introduction

EntertainmentfacilitiesinahoteloftenincludeKTVs,bars,ballroomsandevencasinosinsomehotelssuchasHotelLisboainMacauandMGMGrandHotelCasinoinLasVegas.

Goodentertainmentfacilitiescanhelpattractgueststothehotelbesidesitsgoodrooms,servicesandotherelements.Andthesefacilitiesarealsotheveryimportantpartsforahotel’sincome.Sothehotelsarealwaystryingtoimprovetheirentertainmentfacilitiestoattractmoreguests.

Theexpendituresonentertainmentfacilitiesarenotincludedintothequotepricesoftherooms.Feeswillbechargedseparatelyforallconsumptionofthose.Itisnecessarytolettheguestsknowthechargestandardsbeforerecommendingthemtousethesefacilitiesinordertoavoidcomplaints.III.Lead-inActivitiesRoomCenterServiceCanyougivetheanswerstothem?1.

Whatdoyouthinkahotelshouldprovidetotheguest?

2.

Whyareentertainmentfacilitiesimportantforahotel?3.Ifyouareinchargeoftheimprovementoftheentertainmentfacilitiesofahotel,whatwillyoudo?4.Inyouropinion,whatentertainmentactivitiesaresuitableforhotelstoorganizeandoperate?5.Ifyouneedtoexplaintheusageoftheentertainmentofthehoteltoaguest,howwillyoudothat?ClassactivityteamworkIV.TopicextensionRoomCenterServiceExtra-bedServiceG=GuestA=RoomattendantA:Housekeeper,thisisAida.MayIhelpyou?G:Hi,thisisAlicespeaking,AliceClinton.Iamcallingtoaskifyoucoulddomeafavor.A:Iamgladtohelp,MissClinton.Whatisit?G:MymotheriscomingheretojoinmetowatchtheBeijingOlympicstomorrow.Shewillstayherewithmeforafewdays.CanIhaveanextrabedinmyroom?IV.TopicExtensionA:Inthatcase,youneedtocallthereceptiondeskfirst.ThenI’llgetyouanextrabedwiththeir.G:Howmuchdoesyourhotelchargeforanextrabed?

IVTopicExtension

A:$30pernight.

G:OK,Isee.Bytheway,couldyoupleaseputtwobottlesoforangejuiceandfivebottlesofmineralwaterinthemini-barofmyroom?IVTopicExtensionA:Noproblem,MissClinton.Iwillsentsomeonetodoitrightaway.G:Thankyouverymuch.IVTopicExtensionA:Youarewelcome.We’llputanextrabedinyourroomrightafterwegetthepermissionofthereceptiondesk.

G:Thankyou,I’mcallingthereceptiondesknow.IVTopicExtensionV.OralTimeRoomCenterService

SituationA:

Youareaguestwhostaysinahotel,andyouwanttohaveapartyforoneofyourfriendtocelebrateherbirthday.MakeareservationofaKTVroomandaskthewaitertomakeproperpreparationforthatbirthdayparty.ActitoutSituationB:

Agroupofguestswanttochangeintoalargeonefromtheirmedium-sizedKTVroomsbecause5moreguestswillcome.Butthelargeroomwillbeavailableafter30minutes.AsthemanagerofRecreationalCenter,pleaseexplainthesituationtotheguestsandmakeproperarrangementsforthem.

ActitoutⅥ.Translation我打電話來(lái)是想問問你能不能幫個(gè)忙。如果前臺(tái)允許的話，我們會(huì)為你加一張床的。您的黑色襯衣掉了一顆扣子，我會(huì)幫您縫上的。我們提供快速洗衣服務(wù)，不過需要加收50%的費(fèi)用。我們馬上派人把快速洗衣單送過去。CheckupIamcallingtoaskifyoucoulddomeafavor?I’llgetyouanextrabedwiththeirpermission.Thereisonebuttonmissingonyourblackshirt,Iwillhelpyoumendit.Wehaveexpresslaundryservicehere,but50%extrachargeisrequired.5.We’resendingsomeonetheretoyourroomwiththeexpressla