hotel-room-service-客房服务.ppt

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1、page 22022-7-17PresentationRoom Servicepage 32022-7-17PresentationServing Breakfast in the Roompage 42022-7-17Presentationpage 52022-7-17Presentationpage 62022-7-17PresentationDND Signpage 72022-7-17Presentationpage 82022-7-17Presentation Part I Dialogues Part II Vocabulary Study Part III Listening

2、and Speaking Part IV Practical Writing Part V Feature Readingpage 92022-7-17PresentationDialogue 1 Doorknob Menu ServiceContext: Mr. White want to have breakfast in his room tomorrow, so he telephones the Reception and talks to the clerk about it .Li Feis answering the phone.Pre-listening questions:

3、 How do you give the orders by using doorknob menu?1) What is the alternative way to have room service?Staff: Good morning. Reception. May I help you ?Guest: Good morning. Its Mr. White in Room 489. Can I have breakfast in my room tomorrow morning?page 102022-7-17PresentationStaff: Certainly, Mr. Wh

4、ite. Breakfast can be served in your room from seven 0clock to ten. Our hotel has very good room service.Guest: When shall I order that?Staff: You can use our doorknob menu if youd like. Please check the items you would like to have for breakfast .mark down the time ,and hang it outside your door be

5、fore you go to bed.Guest: Is there any other way to have room service?Staff: Yes, Mr. White. You may have breakfast arranged on the phone. The extension number for room service Is 6. Guest: Thank you for your information. By the way, what shall I do with the plates when we finish eating.page 112022-

6、7-17PresentationStaff: You may just leave them in the room or put them outside your door. Well take care of it.Guest: Thank you very much.Staff: Youre welcome. Have a pleasant stay with us.page 122022-7-17PresentationDialogue 2 Taking Telephone Orders for BreakfastContext: Mr. White calls Room Servi

7、ce for his breakfast tomorrowPre-listening questions:What are the orders givens by Mr. White?2)What other information should the clerk get when taking orders?page 132022-7-17PresentationGuest: Hello, Room Service. This is Room 489.Wed like to order breakfast for tomorrow.Staff: Yes, sir. What would

8、you like?Guest: Wed like to start with fruit juice, orange for me and grapefruit for my wife. Fresh juice, please. Not canned or frozen.Staff: Right, sir. One fresh orange and one fresh grapefruit.Guest: Good. And then bacon, egg and tomato for me ,two soft-boiled eggs for my wife. And toast, page 1

9、42022-7-17Presentation butter, and marmalades. Do you have different marmalade?Staff: Yes, sir. Well put a selection of preserves on your tray. And is it tea or coffee?Guest: One coffee, with mil and one hot chocolate, unsweetened, please.Staff: Certainly, sir. And when is it for, please?Guest: Oh,

10、about 8:30a.m.Would be fine?Staff: Fine, and could I have your name and room number, please?Guest: Its Mr. and Mrs. White, Room 489.Staff: Thank you ,Mr. White.page 152022-7-17PresentationContext: Mr. White calls Room Service. LiFei ,the clerk, is taking the order on the phone.Pre-listening question

11、s:What are the dishes ordered by Mr. White?1) What is his room number?Dialogue 3 Taking Telephone Orders for Supperpage 162022-7-17PresentationStaff: Room Service. Li Feis speaking .How can I help you ?Guest: Yes, my family and I would like to have supper in my rooms. Wed like, lets see, two tomato

12、soups.Staff: Two tomato soups, sir.Guest: And two consommes.Staff: Two consommes.page 172022-7-17PresentationGuest: Then for the children, the grilled sausage and one veal salmon.Staff: One grilled sausage and one veal steak.Guest: And for us, the wild duck with green salad and one smoked Scottish s

13、almon.Staff: Anything to drink, sir?.Guest: No, thank you .Thats all.Staff:. Thank you sir ,What room number is it?Guest:489Staff:489.Itll be in about ten minutes.Guest: Thats fine.page 182022-7-17PresentationContext: At 8:00 a. m. the next morning, there is a light tap at Mr. Whites door. Ma Hong,

14、the waitress is serving the breakfast to the room.Pre-listening questions:What does the waitress say to the guest when sending food to the room?1) What does the waitress ask the guest to do before leaving the room?Dialogue 4 Serving Breakfast in the Roompage 192022-7-17PresentationStaff: Room Servic

15、e. May I coming in?Guest: Yes, come in, please.Staff: Thank you, Mr. White. Ive brought you your breakfast ordered. Where shall I put in?Guest: Oh yes, thank you. Could you put them on the desk over there, please?Staff: Shall I pour two cup of coffee straight away, sir and madam?Guest: No, thanks.pa

16、ge 202022-7-17PresentationStaff: Mr. and Mrs. White, if you need anything else, please dial 6 or press the button over there. Were always at your service.Guest: Thank you .Staff: Could you please sign your name here, Mr. White?.Guest: OKStaff: Thank you ,Mr. White. Please enjoy your breakfast and ha

17、ve a nice day.page 212022-7-17PresentationVocabulary Study Knob n. Can v. Prapefruit n. Freeze v. Bacon n. Toast n. Marmalade n. Selection n. Sweeten v. Unsweeten v. 门把 把装成罐头 柚子 冷藏,冷冻保藏 咸肉 烤面包片 橘子酱 选择 使甜,变甜 去糖page 222022-7-17PresentationPreserve n.Tray n.Consermme n.Grill v.Sausage n.Veal n.Smoke v.

18、Scottish adj.Pour v.Button n.(腌制而成的)果酱(常用复数)托盘清炖肉汤,菜汤铁扒,用明火烤腊肠,香肠小牛肉熏制(鱼,肉等)苏格兰的大马哈鱼,冲,倒page 232022-7-17PresentationButton n. Room ServiceDoorknob Menu Mark DownCanned or FrozenSoft-boiled eggA selectionStraight away按纽房内用膳挂门餐盘,早餐门把手菜单记下,写下罐头或冰冻的软心煮蛋许多,各种各样立刻page 242022-7-17PresentationExercise 1: Ma

19、tch the expressions on the left with the best meaning on the right.-freeze a. a type of jam made with orange, lemon, etc.2-marmalade b. marmalades and jams 3. -canned c. preserved by putting in closed metal container without air4. -preserve d. to preserve or be preserved by means of very low tempera

20、tures 5. -sausage e. a thin edible tube of animal skin filled with meat, bread, spices, etc.page 252022-7-17PresentationExercise 2: Complete the following sentences with appropriate words and expression given. Selection Mark down Consomme Grilled Room service Why dont you try the _,madam? Its really

21、 very good.We have a good _of juice for you to choose, orange juice, grapefruit juice, apple juice and so on.What would you prefer, _ sausage or steak?page 262022-7-17Presentation4. _ is always provide by Food and Beverage Department instead of Housekeeping Department in the hotel. 5. Remember to _t

22、he time immediately when the guest tells you when he would like his breakfast in his room tomorrow morning.page 272022-7-17Presentation1. Functional Sentences接听预定电话接听预定电话Room Service. Can I be of your assistance? Room Service. May I help you ? Room Service. Li Hongs speaking. Can I help you?Room Ser

23、vice. What can I do for you ?page 282022-7-17Presentation询问客人想点什么询问客人想点什么May I take you order now, sir?Could you tell me your order now, sir?What would you like, madam?What would you prefer, Mr. White?What would you like, sir?What kind of breakfast would you like?What kind of juice would you like?Wh

24、at kind of chicken would you like, grilled or fried?page 292022-7-17PresentationTea or coffee, please?Is it bacon, sausage or ham?Is it orange juice or grapefruit juice?Is it soft-boiled egg or hard-boiled egg?page 302022-7-17Presentation 送餐时间送餐时间 It will take ten minutes to prepare.It will take ten

25、 minutes to send to your room.It will take only five minutes to send to your room.It will be set up to your room immediately.Well bring it up right away.The dish will be sent to your room within 15 minutes.page 312022-7-17Presentation放餐位置Where shall I put your breakfast, sir?Where would you like me

26、to put your dish, sir.May I put it here, madam?询问房间号May I have your room number/name, sir?Could you tell me your room number, madam?Your room number, please?page 322022-7-17Presentation请客人签名May I have your signature, sir?Could you please sign your name here, Mrs. Smith?Could you please sign your bil

27、l, Mr. Smith?真诚帮助Is there anything else I can do for you, sir?Please let us know if you need any help.What else can I do for you, Mr. Smith?page 332022-7-17Presentation2. Answer the following questionsHow would you introduce room service to your guest?What would you say to tell your guest how to use

28、 the doorknob menu in the hotel?Youre working in the room service section. When the telephone rings, what would you say ?When the guest tell you youd like to have some food and drinks in his room, what would you say then?If you want to know when the guest would you like his breakfast ,what would you

29、 say?page 342022-7-17Presentationf. When taking orders on the phone =,you have to write down the guests room number, what would you say?g. Youve brought the food to the room and have to ask the guest where to put it. What would you say?h. You have to ask your guest to sign his ill before you leave t

30、he room. What would you say?page 352022-7-17PresentationExercise 1: Listen to the short dialogues. Fill in the blanks. Then practice with your partner.Dialogue 1Staff: Good afternoon. Room Service. _? Guest: Could you send up some fried chicken fries and.Staff: Certainly, sir._? Please.Guest: Room40

31、4page 362022-7-17PresentationDialogue 2Staff: Good morning. Room Service. Lauras speaking. Can I _service?Guest: This is room 200,Wed like two roast beef salads, please, and one hamburger. Staff: _, please?Guest: A bottle of red wine, your house wine, to go with it.Dialogue 3Staff: May I _now, pleas

32、e? Guest: A bottle of wine, one grilled sausage and two chefs salads, please.Staff:_, please?Guest: About 6 oclock this afternoon.page 372022-7-17PresentationDialogue 4Staff: _.please?Guest: Id like the tomato soup, followed by the roast duck, please.Staff: _20 minutes to prepare.Guest: Then can I h

33、ave it in half an hour. Staff: Thats fine.page 382022-7-17PresentationDialogue 5Guest: Good evening. Id like you to get me some hard boiled egg and a glass of milk.Staff: Certainly, sir_,_?Guest: No, thanks.Staff: Well _ to your room right away.Dialogue 6Staff: Good morning, sir. Heres the breakfast

34、 youve ordered. _ here?Guest: Oh, yes, just put it on the desk.Staff: Would you please_?.Guest: Yes, of course. page 392022-7-17PresentationExercise 2: Listen and fill in the missing information.page 402022-7-17PresentationExercise 3:Listen and fill in the blanks.Staff: Good morning. Room Service._?

35、Guest: Good morning. _.I would like to have an American breakfast in our room.Staff: Certainly, madam_? Guest: Oh, I think the grapefruit, please. .Staff: _? Guest: Fried , I think.Staff: _? . Guest: sausage, please. Oh, and tea.Staff: _? ,. Guest: No, I think the toasted bread.Staff:_.Guest: How lo

36、ng will it take?page 412022-7-17PresentationStaff:_.Guest: Thatll be fine, thank you .Staff: _. .page 422022-7-17PresentationExercise 4: Complete the dialogue orally with the Chinese prompts.Staff: _? (早上好. 房内用膳,能为您效 劳吗?)Guest: Will you please send breakfast to my room?.Staff: _? (当然可以 ,请问哪个房间?)Gues

37、t: Its 120Staff: _? ( 请问想吃点什么?) Guest: Ill have fresh orange juice and some oatmeal, please.Staff: _. (还要点别的吗?)Guest: And coffee.page 432022-7-17PresentationStaff: _( 就来一份吗 ?) Guest: Yes. How long do I have to wait? Staff:_.(我们马上 送到您房间)page 442022-7-17PresentationExercise 5: Role PlaySmith先生住218房间,他

38、打电话到房内用膳部,要订一份大陆式早餐(Continental breakfast).他想要喝一杯橙汁、一份蔬菜沙拉、一杯咖啡、一份奶酪蛋卷(a cheese omelet)及酸奶(yoghurt),你是当班服务员,接到这个电话该如何处理?请和你的搭档准备这个对话，并在班上表演.Smith先生住218房间,他打电话到餐饮部询问如何订明天的早餐,他希望送餐进房,服务员李芳接的电话,建议他使用门把早餐预定或直接拨6和房内用膳部联系请和你的搭档准备这个对话，并在班上表演.你是餐饮部服务员王丽,你将客人预定的饮料送进客房,其中有两份加冰块的威士忌(two whiskies on the rocks)、

39、一份朗姆酒(one rum)及一杯橙汁,客人名叫John Smith,临走请客人签单.请和你的搭档准备这个对话，并在班上表演.page 452022-7-17PresentationRecommendation of Food and Drinks准备菜单，推出餐厅“今日特选”及宴会菜单确认时，我们 常常需要向客人书面推荐餐厅的特色菜肴及饮品。推荐主要包含以下内容：l Name of dish 菜名lIngredients 主配料lMethod of cooking 烹饪方法lFlavor 口味lHow to serve 如何装盘，上菜page 462022-7-17Presentationl

40、Style (Cuisine) 菜系lDifference from other (when needed) 特别之处，特色page 472022-7-17PresentationPeking roast duckPeking duck gourmets are unanimous that this dish is best in Beijing. The raising of duck is called “tianya”(tian means stuffing). Specially prepared feed is provided at regular intervals so th

41、at they will gain more flesh and fat. Ducks are roasted whole, preferably cooked over a fire of Chinese palm wood. The ducks are roasted in such a way that the skin becomes crispy brown and the flesh juicy and tender. Peking Roast Duck is the most famous dish in China and also one of the exceptional

42、 delicacies in the world. Were sure youll find it delicious.page 482022-7-17PresentationShuang Yang RouSince it is a Mongalian dish, only small lambs from inner Mongolia are used. Mutton is sliced wafer thin and is cooked in a pot of boiling water. The mutton is then dipped into a delicious sauce co

43、ntaining soy sauce, pepper, ginger, red pepper oil, sesame seed oil, sesame seed paste, preserved bean curd and spring onion, and tastes tender and juicy. This month the chef recommends this dish. Its our speciality.page 492022-7-17Presentation Exercise: Try to recommend one or two of the specialiti

44、es served in your restaurant.page 502022-7-17PresentationRoom ServicePre-reading questions:1) Which department in Room Service Section responsible to?2) What is the procedure for taking a room service order?page 512022-7-17Presentation Room service is the service of food or beverages in guests room

45、in hotel or order accommodation establishments, such as motels or serviced apartments. In all-suite hotels it is often referred to as “in-suite service”. In establishments of any size there is usually a specialist Room Serviced Department responsible to the Food and Beverage manager. Room Service De

46、partment must work closely with the Kitchen, Front Office and Housekeeping departments to make sure that the standard of service satisfies, or more than satisfies, guests expectations. Hotels are often judged, as much as anything else, by the standard of thepage 522022-7-17Presentation room service

47、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. Most room service orders are given by telephone. The telephone is therefore the fi

48、rst point of contact with room service staff and good telephone technique is vital in creating that all important favorable first impression. The person answering the telephone must have a good knowledge of the menu and a professional telephone manner . The telephone must be answered quickly. Thepag

49、e 532022-7-17Presentationbenchmark for a five-star hotel is no more than three rings before it is answered. Then pay special attention to the greeting, introduction department and self, use of the guests name. These can be achieved by an answer on these lines: “Good morning. Mr. Stephens. This is Ro

50、om Service Mark speaking. May I help you ?” The use of guests name has the advantage of ensuring that the items requested are delivered to the right guest and charged to the right account as well as making the guest feel known and valued. Continue to use the guests sure name at all stages of room se