职教英语 (旅游管理)

unit
5ROOM SERVICE (l) Warm-up
Match.
Towel
Shampoo
Toothpaste
Toilet paper
Tooth brush
Hairdryer
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Listening and speaking
Listening 1
Listen and number the pictures.
Dialogue 1
Room Cleaning
H:Housekeepr,G:Guest
H:Housekeeping, May i come in?
G:yes.what is it?
H:sorrytoditurb you,but l’d like to clean the room,can ldo it now?
G:well.i’m expecting some friends now.could you come backe later?
H:sure,what time would be convenient?
G:what about 11am?
H:no problem.
G:by the way,how long will it take toclean the room?
H:lt will be readey in half an hour.
Role play 1
A:sorry to distub/teouble you.l’d like to clean the room.can l do it now? B：well,i’expecting some friend/afriend.
A:sure,what time would be convenient/better?
B:what about 2pm/6pm?
A:no problem.
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Wordes and expressions
Clean 打扫 housekeeping客房服务Convenient 方便的 invite 邀请
Disturb 打扰，扰乱 ready 准备好的
Expect等待，期待
Listening 2
Listen and fill in the blank and match it with the picture.
1.make up the
2.Have a
3._______________the bathroom.
4.Turn on the_______________.
5.________________the curtain.
( ) ( ) ( ) ( ) ( )
Dilogue 2
Turn-down svrvice
H:Housekeepr,G:Guest
H:Turn-down svrice.may l come in?
G:yes,please.
H:l’ll make up the bed and do some cleaning.
G:Great!would you piease clean the bathroom?l’ve just had a shower.
H:no problem.
G:thank you very mach.
H:lt’s getting daek.may l turn on the lights and draw the curtains?
G:that would be very kind of you.
H:will that be all,sir?
G:yes,you are so nice.
H:l’m at your service.
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Role play 2
A:would you please clean the bathroom/make up the bed?l’ve just had a shower/a nap. B:no problem,sir/madam.
A:thank you very much.
B:lt’is goetting dark.may l turn on the lights and draw the curtains?
A:that sounds nice.
Word and Expressions
Curtain窗帘turn-down做晚床的
Dark 黑暗draw the curtain拉窗帘
Draw 拉，拖turn on打开（开关等）
Shower淋浴
Listening 3
Listen and choose the correct answer.
1.A.hairdryer B.shampoo C.towerl
2.A.toothbrushes B.towels C.newspapers
3.A.toothpaste B.key C.toilet paper
4.A.toothbrush B,toothpaster C.shampoo
Dialogue 3
Shanging Toiletrues
H:Housekeepr,G:Guest
H:good morning,madam.did you ring for sevice?what can
l do for you?
G:could you bring me some new towels,please?these
haven’t been changed.
H:l’m sorry ldidn’t notice that,madam.l’ll bring you some
clean towels immediately.
G:Thank you.
(two minutes later,the bousekeeper brings clean towels.)
H:what else can l do for you a bottle of shampoo at once.
G:thank you very much.
Role play 3
A:Good morning ,madem/sir.what can l do for you?
B:Could you bring me some new towels/shampoo/tooth paste/toile
paper,please?
A:no problem.
B:thank you.
Words and experssions
Bottle 瓶toothbrush牙刷
Empty 空的toothpaste牙膏
Hairdrdyer 吹风机towel 毛巾
Notice 注意shampoo 洗发水
Terridle 糟糕，讨厌shelf架子
Toiletry 卫生间用品at once立刻，马上
Pre-reading activities
1.Which word can be used to talk about the job housekeeping Department?
A.Easy
B.lmaporyant
fortable
2.Guests will more often contact the staff in___Department in a hotel.
A.Recreation
B.finance
C.housekeeping
Taxt
Housekeeping Department
Housekeeping Department is a basic but important
Department in a hotel.lt is responsible for cleaning the
rooms and making them tidy and comfortable. Lt
Also helps to set up and making them tidy and
comfortable. Lt also help to set up and to take apart
banquets and meetings.the Housekeeping Department
includes housemaids,housemen,floor
cleks,maintenance men and window washeres,floor
clerks,housemaids and housemen allhave direct
contact with guests so that their job is especially important.very little carelessness,such as an untidy bed sheet can upset a guest and affect his impression of the hotel.
Words and epressions
Affect影响maintenance维修，维护
Apart 分离，分开recreation娱乐，消遣
Basic 基本的sheet床单，被单
Carelessness 粗心，大意tidy整洁的
Comfortable 舒适的，安逸的unchanged没有更换的Contact 接触，联系untidy不整洁的，凌乱的
Direact 直接的upset使心烦
Especially 尤其，特别washer洗涤工
Finance 财政，金融set up准备，安排
Housemaid 客房女服务员take apart整理；拆卸houseman 客服男服务员
Exercises
1.choose the best according to the passage.
1)housekeeping Department staff should make the rooms____.
A.clean and comfortable
B.untidy but comfortable
C.tidy but uncomfortable
D.dirty but comfortable
2)which department in a hotel will set up and take apart banquets?
A.food and beverage department.
B.Recreation department.
C.Front office department.
D.Housekeeping department.
3)Which one is NOT a member of housekeeping Department.
A:A housemaid B.Afloor clerk
C.housemen
D.window washers
4)The following staff has direct contact with guestes except_____.
A.floor clerks
B.housemaids
C.housemen
D.window washers
5）oneexample of carelessness is________.
A.a tidy bathroom
B.an untidy bed sheet
C.an empty ashtray
D.a new towel
2.choose the correct word to complete the sentences.
1)By/On the way,how long will it take to clean the room?
2)May l turn at/on the lights and draw the curains?
3)Did you ring to/for service?
4)L’ll get you bottle of/off shampoo at once.
5)An untidy bed sheet can upset aguest and affect his impression of/in the hotel.
3.match and make up a dialogue.
Guest’s lnguiry or requiry or Requirement.
1)could you bring me a new towel,plerse?this hasn’t been changed.
2)L’m expecting afriend now.could you do the turn-down service later?
3)Would you please clean the bathroom?l’ve just taken a bath
4)How long will it take to clean the bathroom
Housekeeper’s Answer
A.lt will be ready in 15 minutes.
B.Sure,what time would be convenient?
C.l’m sorry ldidn’t notice that.l’ll bring it immediately.
D.No problem
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Writing
Translate the chinese given in the brackets and practice.
1.A:_____________for you(什么时间方便）
B:what about 11am?
2.A:l’ll____________(铺床）and do some cleaning
B:Great！Would you please clean the bathroom?
3.A:may l_____________(开灯）and draw the curtains?
B:the wlod be good
4.A:could you bring me some new towels,please?these haven’t been changed. B:l’m sorry___________(我没有注意到这一点），madam.l’ll bring you some clean ones immediately.
5.A:why is housekeeping department so important?
B:because its work can____________(影响客人对酒店的印象）。

Do you know?
一次性洗漱用品
北京首旅建国集团旗下13家星级酒店曾于2005年为保护环境，减少资源浪费，试探性取消客房的六小件，后来多个城市的多家高档酒店也纷纷效仿。

但在目前实施的星级宾馆评定标准中，规定星级宾馆必须提供牙膏、牙刷等物品。

如不提供一次性洗漱用品，有的客人会感到很不方便，甚至抱怨服务不周到。

因此一次洗漱用品成了酒店行业颇具争议焦点。

Notes
1.room cleaning 1.客房清扫
2.Sorry to disturb you,sir.2.对不起，先生，打扰您了。

服务员敲门进客房后因向客人致以歉意，以免引起客人的不快。

3.Turn-down service3.做晚床服务
4.Will that be all? 就需要这些吗？这是服务员结束服务是问客人的礼貌用语。

Self-check list
根据个人实际情况，从A.B.C.D中选择合适的答案：A代表你能很好的完成该任务；B代表你基本上可以完成该任务;C代表你完成该任务有困难；D代表你不能完成该任务。

A B C D
1.掌握客房部管理人员的礼貌用语
2.能听懂客人所需的各项客房服务
3.能说出为客人做晚床服务遇到的各种问题
4.能读懂简要介绍客房部的短文
5.能写出与客房服务相关的简要信息
6.掌握和运用本单元所学的词汇和短句。