1、,Unit 2,Hotel Service,You will be able to:,1. help guests check in and check out in a hotel. 2. help guests understand hotel instruction signs. 3. help guests deal with emergencies.,Contents,4. No smoking.,Listen and match.,1,Warming up,1. Be careful of the wet floor.,2. Do not disturb.,3. Be carefu

2、l of the wet paint.,5. Fire emergency exit.,6. Danger! Electricity!,Listen and choose.,Warming up,2,1. The guest falls over because _.,A. he is sleepy,B. the floor is wet and slippery,C. he is drunk,2. _ hurts when he falls.,A. His back,B. His arm,C. His leg,P,O,O,O,O,P,Guest: Ouch! Clerk: Whats wro

3、ng? Oh, are you OK, sir? Let me help you! Guest: Thanks! My leg hurts a little. The floor is slippery. Clerk: Sorry about that. Maybe you didnt see the sign Caution: Wet floor. Guest: Oh, I see it now. I should have been more attentive. Clerk: How are you feeling now? May I help you to the lift? Gue

4、st: Im much better now. Thank you.,Learn the words and expression.,Listening and Speaking,charge 收費(fèi),per 每,have a look at. 看一看,deposit 押金,1,Listen to the dialogue and repeat.,Listening and Speaking,Receptionist: Good morning. What can I do for you? Mr Pan: Morning. Id like a double room with a double

5、 bed for three days. Receptionist: Im very sorry, but we dont have such a room available. How about a double room with twin beds? Mr Pan: OK. What is the room rate? Receptionist: $ 200 per night. May I have a look at your passports? And please fill in this form. Mr Pan: Here you are. (a minute later

6、) Receptionist: Thank you. Could you please leave a deposit of $ 600? Mr Pan: OK. Ill pay with my Visa card. Receptionist: Your room number is 1369 and here is your card key. Wish you a pleasant stay!,2,Answer the questions.,Listening and Speaking,1. What room does Mr Pan want?,3,2. What room will h

7、e stay in?,3. How much does he leave for deposit?,Complete the sentences.,Listening and Speaking,fill in,twin beds,charge,1. How much did they _ for the meal? 2.Id like a double room for tonight, please. Would you like a room with _ or a double bed? 3. May I _ your ID card? 4. Please _ this form and

8、 then give it to me.,have a look at,4,have a look at,charge,twin beds,fill in,Receptionist: Good morning. Can I help you? Mr Pan: Id like to make a flight reservation to Boston on Sunday. Receptionist: 1)_ Mr Pan: UA 802 in the morning. Receptionist: UA 802. OK. 2)_ Mr Pan: One. Just an economy-clas

9、s seat. Whats the fare? Receptionist: A single ticket is $ 500 for economy-class to Boston on the morning of 15 September. 3)_ Mr Pan: Thats fine. Receptionist: 4)_ We can deliver the ticket to your room on Saturday morning. Mr Pan: Pan Wei. Room 1369. Thank you very much. Receptionist: My pleasure.

10、,Listen and complete the dialogue.,Listening and Speaking,A. May I have your name and room number?,B. How many tickets do you need?,D. It takes off at 9:30.,C. Which flight would you like?,5,Which flight would you like?,How many tickets do you need?,It takes off at 9:30.,May I have your name and roo

11、m number?,Pair work. Complete the dialogue.,Listening and Speaking,周六上午，賓館服務(wù)員到 1369 房間給 Mr Pan 送他預(yù)訂的機(jī)票。,Mr Pan:,Clerk:,Mr Pan:,Clerk:,Mr Pan:,Good morning. Good morning, Mr Pan. Here is the plane ticket you booked. Thank you very much! Youre welcome. Please check to make sure this is the ticket you

12、wanted. ,6,Learn the words and expressions.,Reading and Writing,power outage 停電,be sorry for. 因?yàn)楸?be busy doing 忙于做,look into 調(diào)查,cause 原因,relax 放松,solve a problem 解決問(wèn)題,1,Mr Pan: Hello! This is Room 1369. Theres no electricity in my room. Im in complete darkness now! Whats the matter? Receptionist:

13、Please dont worry. The whole building is having a power outage. Were very sorry for this. Our electricians are busy looking into the cause of the accident. Mr Pan: What should we do for now? Receptionist: Calm down and relax. You will be very safe in your room, so please wait there and dont walk aro

14、und. We will solve the problem as soon as possible. Mr Pan: OK. Thank you! Receptionist: Thank you for your patience.,Read the dialogue with these questions in mind.,Reading and Writing,2,1. Whats the matter with the whole building?,2. What does the receptionist ask Mr Pan to do?,Complete the dialog

15、ue.,3,Reading and Writing,( 五分鐘后, 服務(wù)員上門(mén)解釋停電原因并道歉。),Mr Pan: Come in, please. Clerk: Excuse me, Mr Pan. 1)_ (您沒(méi)事兒吧？) Mr Pan: Yes, Im fine. Clerk: 2)_ ( 剛才發(fā)生了停電事故，真是對(duì)不起。) Our electrician cut an electric wire by mistake. Now we have connected the wire. 3)_ _ ( 我們給您帶來(lái)不便，再一次表示歉意。) Mr Pan: Thats OK.,Are yo

16、u all right / OK?,Im sorry for the power outage just now.,(We are) Sorry again for the inconvenience caused to you.,Listen and answer the questions.,1,Extended Activities,（Mr Pan 在賓館前臺(tái)結(jié)賬，準(zhǔn)備離開(kāi)。）,1. What is Mr Pan doing? _ 2. What cant he find? _ 3. How will the receptionist help him? _,Mr Pan is chec

17、king out.,He cant find his watch.,The receptionist will call the clerk on Floor 13.,Mr Pan: Good afternoon. Id like to check out. Room 1369. Receptionist: One moment, please. Room 1369. Mr Pan Wei. Three nights. Mr Pan: Thats right. Heres the card key. Receptionist: Thank you. And heres your bill. M

18、r Pan: Oh, wait, wheres my watch? I cant find it. Receptionist: Dont worry. When did you last see it? Mr Pan: Half an hour ago, in my room. Receptionist: OK, let me call the clerk on Floor 13.,Complete the dialogue.,Extended Activities,（這時(shí)，前臺(tái)電話(huà)響了，13 樓的服務(wù)員告訴前臺(tái)服務(wù)員，在1369 房間撿到一塊手表）,2,Receptionist:,Hello

19、. Reception. Can I help you?,Clerk:,This is the clerk on Floor 13. I just found a watch in Room 1369.,Receptionist:,Thats great,Read the passage and choose the best answer.,3,Extended Activities,Tips for Checking Out in a Hotel As you leave the hotel, double-check the safe, drawers, bedside tables a

20、nd any other places where you may have left your belongings. If you later find you have left something behind in the hotel, call the front desk right away to ask the staff to keep it for you. After paying the bill, dont forget to ask the receptionist for your receipt. If possible, try to avoid check

21、ing out during rush-hour times so that you can easily get a taxi to the airport or train station, and avoid a traffic jam.,Read the passage and choose the best answer.,3,Extended Activities,1. If you leave something behind in the hotel, you should call _ right away.,A. your friend,B. the front desk,

22、C. the clerk on that floor,2. You can get your _ after paying the bill.,A. receipt,B. card key,C. belongings,P,O,O,O,P,O,3. If you dont want to involve a traffic jam, youd better avoid checking out _.,A. in the early morning,B. during rush-hour times,C. in the deep night,P,O,O,Complete the sentences

23、.,4,Extended Activities,（你是一名賓館服務(wù)員，請(qǐng)幫忙完成如下幾條賓館員工準(zhǔn)則。）,1. When you see a guest, you should _ _. 2. In case of emergency, you should ask guests _ _. 3. When a guest is reserving a plane / train ticket, you should _ _ _ _. 4. When a guest is leaving the hotel, you should _ _. 5. When you find something

24、a guest left in the hotel, you should _ _.,greet / say hello to him / her,to calm down and relax,take down detailed information, such as the date, the number of tickets, the flight / express number, and ask for the guests name, room number and telephone number,remind the guest to take all his / her

25、belongings,try to get in contact with him / her as soon as possible,Culture Corner,1. Which of the following accommodations would a student choose?,Luxury 5-Star Hotels,These are grand buildings usually located in places with beautiful scenery and convenient transport. Rooms are spacious and comfort

26、able, with all types of services you can imagine. Of course, spending a night in such hotels can be very costly, but they are still a favourite with businesspeople.,2. Which is a good choice for people who drive cars?,Culture Corner,Youth Hostels,Youth Hostels are usually neither big nor beautiful, but can be cosy and neat. You may have to share a room with three or more people. But its cheap, so such rooms are students first choice.,Culture Corner,Motels,Mo