旅游饭店职业英语-unit.ppt

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1、旅旅游游饭饭店店职职业业英英语语初初级级UnitThreeHousekeeping客客房房服服务务Lesson6，7，8,9Lesson6MayICleanYourRoomNow？现在可以为您打扫房间吗？现在可以为您打扫房间吗？KeyWords：nClean.打扫打扫nhousekeepingdepartmentn.客房部客房部ngoahead(用于祈使用于祈使)开始；进行；开始；进行；往下说（做）往下说（做）ncomeback返回来返回来nhour小时小时nlater以后以后TalkingtotheGuest情情景景会会话话ONEClerk:CGuest:GnC:Housekeeping.M

2、ayIcleanyourroomnow,Sir?职员：客房服务员。先生，现在能给您打扫房间职员：客房服务员。先生，现在能给您打扫房间吗？吗？nG:Goahead,please.客人：可以，打扫吧。客人：可以，打扫吧。TWOClerk:May I come in?职员：可以进来吗？Guest:Come in,please.客人：请进吧。Clerk:Good morning,Madam.May I clean your room now?职员：女士，早上好。现在可以为您打扫房间吗？Guest:Sorry,but not now.Could you come back in an hour?客人：对

3、不起，现在不行。你能一小时后再来吗？Clerk:OK.职员：可以。Notes：nMayIcleanyourroomnow,sir?先生，现在先生，现在能给您打扫房间吗？能给您打扫房间吗？n饭店员工在和客人讲话时要使用敬语，以表示饭店员工在和客人讲话时要使用敬语，以表示对客人的尊重。所以，客房服务员在打扫客房对客人的尊重。所以，客房服务员在打扫客房时如果客人在房间，也要得到客人的允许。询时如果客人在房间，也要得到客人的允许。询问客人是否同意时，服务员一般使用：问客人是否同意时，服务员一般使用：nMayI或者或者CouldI,例如：例如：MayImakeupyourroominhalfanhour

4、?我半个小时之后我半个小时之后再给您整理房间好吗？再给您整理房间好吗？NotesnCould you come back in an hour?你能一小时后再来吗？n如果在规定打扫的时间客人不方便，服务员应问清楚多长时间后再过来打扫房间。这时候可以使用：What time/When 例如：When do you want me to clean your room?您希望我什么时候过来打扫房间？We May Also Use These Sentences in Our WorknWhat time would you like us to clean your room?n您希望我们什么时候

5、为您打扫房间呢？nWhat time?n什么时候您比较方便呢？nMay I tidy up these things on your bed?n我可以给您收拾床上的东西吗？Do You Know This?nThe maid must ring the bell three times before entering the guests room.n客房服务员在进入客人房间之前至少要按三次门铃。YourTurntoTryNownListentothewordsandrepeat:1.bathroom 浴室2.bath shampoo 浴液3.bed 床4.chair 椅子5.closet 橱

6、柜6.curtain 窗帘7.quilt 被子8.pillow 枕头9.bed sheet 床单10.bed spread 床罩Listentothesentences,repeatandtranslate:nMayIcleanyourroomnow,Sir?nMayImakeupyourroomnow,Sir?nWhenwouldyoulikeustocleanyourroom?nShallIcomebacklater?nIllcomebackinanhour.Listenandcompletethedialogues:1Clerk:Goodmorning,Madam.nGuest:Good

7、morning.nClerk:?nGuest:OK.2Clerk:Goodafternoon,Sir.nGuest:Goodafternoon.nClerk:?nGuest:Sorry,butIhaveaguestherenow.nClerk:?nGuest:Canyoucomebackinanhourandahalf?nClerk:.Lesson7WellSendSomeonetoRepairItRightNow我们马上就派人去修我们马上就派人去修KeyWords：nsomething某事某事nwrong错误的错误的ntoilet马桶马桶nsomeone某人某人nrepair修理修理nfau

8、cet水龙头水龙头nleak漏水漏水ntrouble麻烦麻烦 Notes：1.Thereissomethingwrongwiththetoilet.抽水马桶坏了。抽水马桶坏了。Thereissomethingwith.某件事情或事物出问题了，例如：某件事情或事物出问题了，例如：Thereissomethingwrongwiththedoor,Icantopenit.门坏了，打不开。门坏了，打不开。ThereissomethingwrongwiththeTVset.这台电视机坏了。这台电视机坏了。nSorryforthetrouble.很抱歉给您带来不便。在处理客人投诉很抱歉给您带来不便。在处理

9、客人投诉时，饭店员工要先行表示歉意。除了说时，饭店员工要先行表示歉意。除了说“Imsorry”,还可以还可以使用以下几种表达方式：使用以下几种表达方式：Imverysorryforthat.Sorryforthetrouble.Weapologizeforthat.TalkingtotheGuest情情景景会会话话OnenClerk:Housekeeping.May I help you？n职员：客房服务。我能帮您吗？nGuest:Theres something wrong with the toilet in my room.n客人：我房间的抽水马桶坏了。nClerk:Im sorry.W

10、ell send someone to repair it right now.n客人：很抱歉，我们马上派人去修。TwonClerk:Housekeeping.May I help you?n职员：客房部，我能帮助您吗？nGuest:The faucet is leaking in my room.n客人：我房间的水龙头漏水了。nClerk：May I have your room number,Sir?n职员：先生，请问您的房间号？nGuest:Room 1004.n客人：1004房.nClerk：Sorry for the trouble.We will send someone to r

11、epair it right now.n职员：很抱歉给您带来不便。我们马上就派人去修。We may also use these sentences in our worknIm sorry,Madam.We will have someone check it for you.n对不起，夫人。我们立刻派人给您检查一下。nWell send someone up to your room right now.n我们马上派人去您的房间。nI will send the repairman to repair them immediately.？n我们马上派人去修理？nSorry for all

12、those troubles.I will send a plumber right away.n抱歉给您带来这么多不便，我马上派管工去修理。YourTurntoTryNownListentothewordsandrepeat:n1.air-conditioner空调设备空调设备n2.TVset电视电视n3.refrigerator电冰箱电冰箱n4.door门门n5.window窗户窗户n6.light灯灯n7.washbasin洗涤槽洗涤槽n8.faucet水龙头水龙头n9.shower淋浴淋浴n10.bulb灯泡灯泡n nListentothesentences,repeatandtran

13、slate:nWellsendsomeonetorepairitrightnow.nImsorry,Madam.Wellhavesomeonecheckitforyou.nWellsendsomeoneuptoyourroomrightnow.nIllsendtherepairmantorepairthemimmediately.nSorryforallthosetroubles.Illsendaplumberrightaway.nListenandcompletethedialogues:n1、Clerk:Housekeeping.MayIhelpyou?nGuest:Thereissome

14、thingwrongwiththelamp.nClerk:Imsorry,Sir.?nGuest:Room416.nClerk:.n2.Clerk:Housekeeping.MayIhelpyou?nGuest:TheTVsetinmyroomdoesntwork.nClerk:.Wellsendsomeonetocheckitnow.Lesson8 IllPickupYourLaundryRightNow我马上去取您要洗的衣服我马上去取您要洗的衣服KeyWords：nbytheway顺便问一下顺便问一下ncollect收集收集nlaundry需要洗的衣服；洗衣房需要洗的衣服；洗衣房nlaun

15、dryservice洗衣服务洗衣服务nlaundrybag洗衣袋洗衣袋nlaundrylist洗衣单洗衣单nShirt衬衫衬衫ncleanv.弄（洗）干净弄（洗）干净adj.干净的干净的nroomnumber房间号房间号npickup取取NotesnWe collect the laundry every morning.饭店一般都有洗衣服务，洗衣工（valet）每天在规定的时间到客房收客人要洗的衣服。nI want to have my shirt cleaned.“I want to have sth.+动词过去分词”意思是“我想要把。”。这是客人经常使用的一种表达方式。例如：I want

16、 to have my watch fixed.我想把手表修一下。TalkingtotheGuest情情景景会会话话ONEnClerk:Thisisyourroom,Sir.n职员：先生，这就是您的房间。职员：先生，这就是您的房间。nGuest:Thankyou.Bytheway,wherecanIhavemypantscleaned?n客人：谢谢。顺便问一下，到哪儿可以洗一下我的裤子客人：谢谢。顺便问一下，到哪儿可以洗一下我的裤子？nClerk:Wehavelaundryservice.Wecollectthelaundryeverymorning.Youmayjustputyourlaun

17、dryinthelaundrybagandfilloutthatlaundrylist.n职员：我们饭店有洗衣服务。我们每天早上来取客人要职员：我们饭店有洗衣服务。我们每天早上来取客人要洗的衣服。您把您要洗的衣服放到洗衣袋中，再填一下洗的衣服。您把您要洗的衣服放到洗衣袋中，再填一下那边的洗衣单就行了。那边的洗衣单就行了。nGuest:OK,thankyou.n客人：好的，谢谢。客人：好的，谢谢。TwonGuest:Hello.I want to have my shirt cleaned.Id like to wear it this evening.n客人：你好。我想洗一下衬衣。今晚我要穿。

18、nClerk:OK.May I have your room number?n职员：好的。请问您的房间号？nGuest:1203号房间。nClerk:Ill pick up your laundry right now.n职员：我马上就去取您要洗的衣服。We May Also Use These Sentences in Our Work nLaundry service.May I help you?n洗衣房。我可以帮您吗？nIll come to pick up your laundry.n我来收您要洗的衣服。nPlease fill in the laundry list and put

19、 it with your laundry.n请填好洗衣单，跟衣服放在一起。nWhen would you like your laundry back?n您希望什么时候把衣服给您送回来？Do you Know this?n洗衣服务 laundry servicen洗衣袋 laundry bagn洗衣单 laundry listn洗衣工 valetn熨烫 pressn上浆 starchn干洗 dry cleaningn加急洗衣服务 express laundry servicen当日可取服务 same-day serviceYourTurntoTryNownListentothewordsan

20、drepeat:n1.wash洗洗n2.laundry洗衣房洗衣房n3.drycleaning干洗干洗n4.skirt短裙短裙n5.shirt衬衣衬衣n6.suit西服西服n7.shoes鞋子鞋子n8.dress女服女服n9.underwear内衣内衣n10.coat大衣大衣n nListentothesentences,repeatandtranslate:nLaundryservice,mayIhelpyou?nHaveyouanylaundry?nPleasefillinthelaundryform.nWecollectthelaundryeverymorning.nWhenwouldy

21、oulikeitback?nListenandcompletethedialogues:1Clerk:Laundryservice,mayIhelpyou?nGuest:Yes,Iwanttohavemyclothesdry-cleaned.nClerk:.nGuest:Thankyou!2.Guest:Doesthehotelhavelaundryservice?nClerk:Yes,Sir.nGuest:Whendoyouusuallycollectthelaundry?nClerk:.Lesson9 BusinessFloorService商务楼层服务员商务楼层服务员KeyWords：n

22、butler行政侍从；行政管家行政侍从；行政管家nShow表演，演出表演，演出ngrand大的大的ntheater剧院剧院ntomorrowevening明晚明晚nabunchof一束一束nrose玫瑰玫瑰naddress地址地址nflower花花NotesnIll try my best.我尽力去办。try ones best(to do sth)尽某人的最大努力（去做某事），尽力而为。例如：Well try our best to help him finish the task.我们会尽最大努力帮助他完成那项任务。I want to have my shirt cleaned.nHelp

23、 sb.(to)do sth.帮助某人做某事例如：Please help me carry that bag.请帮我拿一下那个包。TalkingtotheGuest情情景景会会话话OnenButler:What can I do for you,Sir?n服务员：我能帮您做什么，先生？nGuest:Id like to go and see the evening show in the Grand Theater.Could you help me book the ticket?n客人：我想去看大剧院的晚场演出。你能帮我订票吗？nButler:How many tickets and fo

24、r what time,Sir?n服务员：您想什么时间去看？要几张票？nGuest:Tow tickets for tomorrow evening.n客人：两张明晚的票。nButler:OK.Ill try my best.n服务员：好的，我尽力去办。TwonButler:GoodcanIhelpyou?n服务员：早上好，约翰逊先生。我能为您做点什么？服务员：早上好，约翰逊先生。我能为您做点什么？nGuest:Couldyoupleasehelpmesendabunchofrosestothisaddress?n客人：你能帮我把一束玫瑰花送到这个地址吗？客人：你能帮我把一束玫瑰花送到这个地址

25、吗？nButler:Yes,Sir.WhenshouldIsendtheflowers?n服务员：好的，先生。我什么时候把花送过去？服务员：好的，先生。我什么时候把花送过去？nGuest:10oclocktomorrowmorning.n客人：明早客人：明早10点钟。点钟。nButler:Noproblem,Sir.n服务员：没有问题，先生。服务员：没有问题，先生。We May Also Use These Sentences in Our Work nLet me introduce the room facilities to you,Sir.n先生，请让我为您介绍一下房间设施。nYour

26、 laundry will be sent back in 4 hours,Maam.n女士，您的衣服将在4小时后送回。nWe have several function rooms for you to choose from.n我们有多个功能厅可供您选择。nHow many tickets do you want?n您需要几张票？Do you Know this?n在英语中butler一词最早是指中世纪一路跟在贵族马车后面跑的侍从，现在是指酒店商务楼层的服务员，称为“行政侍从”或“行政管家”。n“只要是合法的，我们都会尽力为您办到。”n(Wll try our best to do alm

27、ost anything that is legal for you.)n行政侍从的工作内容就是事无巨细，大到为客人安排会议，小到为客人购买电话卡，充分体现优质服务 YourTurntoTryNownListentothewordsandrepeat:n1.Executive行政的，执行的行政的，执行的n2.lounge休息室休息室n3.butlerservice贴身管家服务贴身管家服务n4.wake-uptea叫醒早茶叫醒早茶puterroom电脑房电脑房n6.book预订预订n7.facility设施设施n8.function功能功能n9.introduce介绍介绍n10.Internet

28、service互联网服务互联网服务n nListentothesentences,repeatandtranslate:nYoucanreceiveyourguestsattheexecutivelounge.nWeofferfreedomesticandforeignnewspaperforexecutiveguests.nThereare4hoursfreeforexecutivegueststousetheconferenceroom.nIllgotothebusinesscenterandfaxitforyourightnow.nWeofferfreeshoe-shineservice.nListenandcompletethedialogues:n1Guest:IdliketobookaplanetickettoHongKong.nButler:Yes,Mr.Stone.?nGuest:Thedayaftertomorrow.Idprefertogointhemorning.nButler:Thatllbe.OK,.n2.Butler:Goodevening,Madam.?nGuest:Idliketoknowwhenthesaunacenteropens.nButler:Itsopen.nGuest:OK,thankyou.