酒店英语学习情境三：客房服务英语3-4 Solving Problems-文档资料-文档资料
酒店客房服务英语口语情景对话中英对照
酒店客房服务英语口语情景对话中英对照Scene 1: Checking in at the hotel reception景1：在酒店接待处办理入住手续接待员：晚上好，欢迎来到大酒店。
有什么可以帮您的？Guest: Good evening. I have a reservation under the name Smith.客人：晚上好。
我有一个预订，预订人是史密斯。
Receptionist: Alright, Mr. Smith. Let me just check our records. Yes, here it is. You have a deluxe double room reserved for three nights starting today. Can I have your passport, please?接待员：好的，史密斯先生。
让我查一下我们的记录。
是的，在这里。
您预订了一间豪华双人间，入住三晚，从今天开始。
可以给我您的护照吗？Guest: Of course, here you go.客人：当然可以，给您。
Receptionist: Thank you. I just need you to fill out this registration form while I prepare your room keys.接待员：谢谢。
我只需要您填写这份登记表，我会准备好您的房间钥匙。
Guest: Sure, no problem.客人：好的，没问题。
Scene 2: Requesting room service景2：请求客房服务Guest: Excuse me, can I order some room service?客人：打扰一下，我可以订一些客房服务吗？Room Service: Of course, sir. What would you like to order?客房服务：当然，先生。
酒店英语学习情境三：客房服务英语 offering guest supplies标准版资料
学习任务: 提供用品服务
• Name : Vivian • Job: room
attendant • Responsibility:
To check the hotel rooms and offer supplies on guests’ requests
Contents
Hotel Service 酒店配套服务
基础服务
桑En拿te服r y务ouSrapuansaswSoe商餐rrdv,ic店厅peresSRshe“*o”satpanduyroaunwtill open it.
Working Working
KKnnoowwlleeddgg网ee 工工络作作知知设识识施((22)) Internet
Useful expressions
住在2505室,
你要求客房服
务员帮你把手提电脑连接上网。 Listen very carefully to get what kind of service the guests need.
Useful expressions Hotel Task 酒店任务
(1) I’d like to have some Sprites and Cokes in my mini-bar.
1 Learning Objectives 学习目标 2 Working Procedures 工作程序 3 Working Knowledge 工作知识 4 Hotel Task 酒店任务 5 Words and Expressions
6 Activity
Learning Objectives 学习目标
• Satisfy the guests need. 提供相关服务 • If the service needed can’t be offered, explain the
酒店客房英语培训
精品课件
LOGO
句型精选
背 景常识须知
2、客房设施出现问题
➢There's a bad smell in my room.我的房间有一股特别难闻的气味。 ➢My toilet is clogged.我的抽水马桶堵住了。 ➢My ceiling is leaking.我的天花板漏水。 ➢The air-conditioner isn't working.空调坏了。 ➢I'm sorry to hear that.很抱歉听到这样的事。 ➢I'll ask the engineer to check it. 我叫工程人员来检查。 ➢It takes time to repair.修理需要时间。 ➢Can you change a room for me?可以给我换个房间吗？ ➢Would Room 3102 be alright?3102房间好吗？ ➢Could you change a room,sir?先生，您换个房间好吗？ ➢We are really sorry for this.我们实在是非常抱歉。
儿吗？
How do you like this city?
您觉得这个城市怎么样？
This city is famous for its ethnic food.
这个城市以风味小吃驰名。
It's very hot today, isn't it?
今天真热， 是吧?
Your child is so cute.
精品课件
LOGO
Room Cleaning 清理房间
背
景常识须知
d)道歉
如果是自己的错就说“I am sorry.” 如果是酒店的错，就说“We are sorry.” 注
客房服务英语
客房服务英语(2)对话（1）G: Good morning ,miss .Would you do me a favor ?早上好，小姐。
你能帮个忙吗？H: Yes, what can do for you ?行，帮什么忙？G: Well ,yesterday evening one of my friend told me on phone he and several hi gn school mates would vi sit me morning . Yes see , I‟ve to wait in the room . Woul d buy some fruit for me ?只这样，昨晚我的一位朋友给我打电话，今天早上他和几个中学校友要来看我。
你瞧，我必须在房间等候，你能帮我买些水果吗？H: Certainly . What do you want to buy ?当然可以，您要买些什么水果？G: I want a hand of bananas, three jin of oranges and two jin of apples .要一串香蕉，三斤桔子，两斤苹果。
H: Do you need some drink and refreshment?您要一些饮料和点心吗？G: Yes, I do. I‟ll give you 100 yuan . I‟ve no idea what else should be bought . You are to buy them with the money left.是的，我要买些饮料和点心。
我给您好100块，我不知道再买些什么好，您用剩下的钱随便帮我买吧。
H: I‟ll do what you told me to .See you then .我将按您的吩咐办。
再见。
G: Thank you very much .See you then .非常感谢您，等会见。
酒店英语学习情境三：客房服务英语3-2 Cleaning the Room-PPT文档资料-精选文档
• 2. Room status 房态
中文 保留房 请速打扫房 住客房(又称“实房”) 已打扫的实房 Ok房（又称“空房”） 走客房 待清洁房（又称“脏房”） 外宿房 携带少量行李的住客房 没有携带行李的住客房
Working Knowledge 工作知识(2)
英文 Blocked Room Makeup Room Occupied Room Occupied and Clean Vacant and Ready Check-out Room Unmade Room Sleep-out Room Light Baggage No Baggage S/O L/B NO/B 缩写 B MUR O OC VR CO
学习情境三：客房服务英语
学习任务: 客房清理服务
• Name : Peter • Job: Room attendant • Responsibility: To make up the hotel rooms and clean the rooms on guests’ request
Contents
1 2 3 4 Learning Objectives 学习目标 Working Procedures 工作程序 Working Knowledge 工作知识 Hotel Task 酒店任务 Words and Expressions Activity
5
6
Learning Objectives 学习目标
• Suppose you are Peter, now you’re going to clean the guestroom. Please perform the task according to the hints below with your partner.
实用酒店英语客房服务
mended and also what time you want to get them back.
S: I see. What if there is any laundry damage? I wonder if your hotel has a policy on dealing with it.
J: Don’t worry, sir. The Laundry Department has wide experience in their work.
S: All right. Thank you for your information.
J: Not at all.
J=Jane (Housemaid) S=Stephen Nobel (Guest) J: Room service. Can I help you? S: Good morning. Can I order some room service? J: Of course, sir. What would you like? S: I’d like a continental breakfast. J: Very good, sir. Would you like tea or coffee? S: Coffee. Could I have a cappuccino? J: Certainly, sir. S: How long will that be? I’m in a hurry this morning. J: It’ll be with you in ten minutes. S: Good. J: Could I have your room number, please? S: It’s 6503. J: Thank you, Mr. Nobel. Goodbye. S: Thank you. Goodbye.
酒店客房服务英语口语情景对话 中英对照
酒店客房效劳英语口语情景对话1．Housekeeping. May I come in?我是客房的，可以进来吗？2．When would you like me to do your room, sir?您要我什么时间来给你清扫房间呢，先生？3．You can do it now if you like.如果您愿意，我现在为您效劳。
4．I'm sorry that your flask is empty.很抱歉您的水壶空了。
5．May I do the turn-down service for you now?现在可以为您收拾房间了吗？6．Oh, thank you. But you see, we are having some friends over.噢，谢谢，但你知道我们邀请了一些朋友过来聚聚。
7．Could you come back in three hours?你能不能过3小时再来整理？8．Certainly, Madam. I'll let the overnight staff know.当然可以，女士。
我会转告夜班效劳员。
9．Would you tidy up a bit in the bathroom？请整理一下浴室好吗？10. I would like you to go and get me a flask of hot water.我想请你给我拿一瓶开水来。
11.I've just taken a bath and it is quite a mess now.我刚洗了澡，那儿乱糟糟的。
12．Besides, please bring us a bottle of just boiled water.此外，请给我们带瓶刚烧开的水来。
13．It's growing dark. Would you like me to draw the curtains for you?天黑下来了，要不要我拉上窗帘？14．Is there anything I can do for you?您还有什么事要我做吗？15．I'm always at your service.乐意效劳。
客房服务常用英语
客房服务常用英语一、引领客人1、我是客房服务员，我能为你做些什么？I am room attendant, what can I do for you?2、非常高兴为您服务。
It’s glad to serve you .3、对不起，让你久等了。
Sorry to have kept you waiting so long.4、祝您在我们饭店生活得愉快。
We hope you have a pleasant stay in our hotel.5、请您告诉我您的姓名和房号。
May I have your name and room number, please?6、您的房号是731，我带您去。
Your room number is 731. let me show you up there.7、先生，我可以领你到房间吗？May I show you to your room ,sir?8、这是您的房间钥匙。
Here is your room key.9、您的行李都在这里，共七件。
All your luggage are here .seven pieces in all.二、介绍设备与服务1、先生，这是电灯开关，那是温度调节器。
This is the light switch and that is the temperature adjuster, Sir. 2、每天晚上8时至次日凌晨2时，饭店播放闭路电视。
There are closed circuit television(in-house TV)programs from 8:00P.M-2:00A.M. everyday.3、如果你有衣服要洗，请放在洗衣袋里，每天上午9时收取。
If you have laundry, leave it in the laundry bag, it will be collected at 9:00 every morning.4、如果您希望我们帮您擦皮鞋，请将鞋放在门外。
《酒店服务英语》—06 Housekeeping Service客房服务
to school. 步行去学校花了我二十分钟的时间。
• Clerk: It’s my pleasure.8
5. I’m not really sure. 我不太确定。
6. You would know how long it takes to drive there from the hotel, wouldn’t you? 你知道从 酒店开车到那里要多长时间，不是吗？
A. Wake-up call service. B. Business service.
C. Bell service.
D. Reservation service.
(2) In Dialogue 1, which room is the guest in?
A. Room 2307.
B. Room 1909.
Module 2 Housekeeping Service 客房服务
• John: That means that I’ll have to be on the road by 6 o’clock.10 • Mary: That’s right. • John: In that case, I would like you to call me at 5:00. • Mary: OK, so we will wake you up at 5:00 tomorrow morning.11 • John: Thanks. • Mary: You are welcome.
mean v. 意思是；意味着 mean to do sth. 打算做某事 mean doing sth. 意味着……
10. That means that I’ll have to be on the road by 6 o’clock. 意思是说我明天早晨6点前就要出发。
酒店英语口语：酒店服务
酒店英语口语：酒店服务【篇一】Good afternoon，sir Welcome to the International Hotel 下午好，先生，欢迎光临国际大酒店。
How many pieces of luggage do you have？请问您一共有几件行李？I’ll show you to the Reception Desk This way，please 我带您到接待台，这边请。
I’ll put your suitcases by the post over there 我把您的行李放在那边的柱子那里。
A bellman will show you to your room when you have finished checking in 您办理完住点手续后,行李员将带您到您的房间。
Good evening，sir I’ll show you to your room You have two suitcases and one briefcase Is this correct？晚上好，先生。
我将带您到您的房间去。
您有两只箱子和一只手提箱，对吗？Is there anything breakable in your briefcase？您的手提箱里有易碎的东西吗？Please follow me，sir Your elevator is this way 请跟我来，您的电梯在这边。
Watch your step，sir And come this way，please 您走好，先生，请这边走。
This is your room，sir，after you，sir May I put yoursuitcases here？这是您的房间，先生。
您请进，我能够把您的箱子放在这吗？Here is your room key，sir Is this the correct number of bags？先生，这是您的房间钥匙，您的行李件数对吗？Over here is the switch for the bedside lamp，and this is the volume control for the TV and this is the channel selector 这是床头灯开关，这是电视音量开关，这是电视频道开关。
酒店客房服务英语口语情景对话 中英对照
酒店客房服务英语口语情景对话1．Housekeeping. May I come in?我是客房的，可以进来吗？2．When would you like me to do your room, sir?您要我什么时间来给你打扫房间呢，先生？3．You can do it now if you like.如果您愿意，我现在为您服务。
4．I'm sorry that your flask is empty.很抱歉您的水壶空了。
5．May I do the turn-down service for you now?现在可以为您收拾房间了吗？6．Oh, thank you. But you see, we are having some friends over.噢，谢谢，但你知道我们邀请了一些朋友过来聚聚。
7．Could you come back in three hours?你能不能过3小时再来整理？8．Certainly, Madam. I'll let the overnight staff know.当然可以，女士。
我会转告夜班服务员。
9．Would you tidy up a bit in the bathroom？请整理一下浴室好吗？10. I would like you to go and get me a flask of hot water.我想请你给我拿一瓶开水来。
11. I've just taken a bath and it is quite a mess now.我刚洗了澡，那儿乱糟糟的。
12．Besides, please bring us a bottle of just boiled water.此外，请给我们带瓶刚烧开的水来。
13．It's growing dark. Would you like me to draw the curtains for you?天黑下来了，要不要我拉上窗帘？14．Is there anything I can do for you?您还有什么事要我做吗？15．I'm always at your service.乐意效劳。
客房服务英语情景对话
客房服务英语情景对话如果想要出外旅游，那就有必要学习一些出外旅游常用英语口语。
下面店铺为大家带来出国旅游客房服务英语情景对话，欢迎大家学习!客房服务英语情景对话1A: I'd like to order dinner.B: What would you like?A: I'd like to order a bottle of champagne, lobstertail, and filet mignon, medium rare.B: I'm sorry. We're currently out of filet mignon. MayI suggest the porterhouse instead?A: I'd prefer the filet, but the porterhouse will do.B: And may I suggest chocolate-covered strawberrieswith the champagne?A: Normally, I would take you up on that suggestion,but just the champagne will do for tonight.B: Okay, no strawberries. Room service will be charged to your amenities account. Is that allright?A: That's fine.B: It will be up shortly. Enjoy your food, sir.客房服务英语情景对话2A: Could I order dinner?B: Of course. What would you like?A: I want a bottle of champagne, lobster tail, andfilet mignon, medium rare.B: I'm so sorry. We ran out of filet mignon. May Isuggest the porterhouse instead?A: That's too bad, but the porterhouse will be okay.B: May I be so bold as to suggest chocolate-coveredstrawberries with the champagne?A: Not tonight, thank you.B: No strawberries. We'll charge your amenitiesaccount, if that's okay.A: Charge it to whatever account you like.B: Your meal will be delivered as soon as it's all ready. Enjoy!客房服务英语情景对话3A: Could you bring me some food, please?B: Sure. What do you fancy?A: Can I have a bottle of champagne, lobster tail,and filet mignon, medium rare?B: Sir, the filet mignon was so popular tonight thatwe ran out. May I suggest the porterhouse?A: Oh, no filet? Okay, porterhouse will be fine then.B: Perhaps you would like chocolate-coveredstrawberries with the champagne?A: Not tonight, but thank you for the suggestion.B: Okay. This will be charged to your amenitiesaccount, okay?A: No problem.B: Your food will be brought to you momentarily. I hope you enjoy it.客房服务英语情景对话4A: I'd like you to bring me some food.B: Just name it, sir.A: Please send up a bottle of champagne, lobstertail, and filet mignon, medium rare.B: Regrettably, we're currently out of filet mignon.May I suggest the porterhouse instead?A: Sure, I love porterhouse, too.B: Would you be interested in chocolate-coveredstrawberries with the champagne?A: I'd love to, but I'm allergic to strawberries.B: Okay, no strawberries tonight. The items will becharged to your amenities account.A: Go right ahead.B: Our staff will bring you your order in as short a time as possible.客房服务英语情景对话5A: I need something to eat, please.B: Tell me what you're hungry for.A: I feel like champagne, lobster tail, and filetmignon, medium rare.B: Unfortunately, we're out of filet mignon at themoment. May I suggest the porterhouse instead?A: Well, I prefer filet, but porterhouse is good, too.B: Perhaps I could interest you in chocolate-coveredstrawberries with the champagne?A: Just the champagne will be fine, thank you.B: You'll see this charge on your amenities account.A: That's fine.B: It won't be long until your food is delivered. I know you'll enjoy it.。
酒店客房基础英语[精选5篇]
![酒店客房基础英语[精选5篇]](https://img.taocdn.com/s3/m/a00f5c073868011ca300a6c30c2259010202f322.png)
酒店客房基础英语[精选5篇]第一篇：酒店客房基础英语酒店客房基础英语基本句型一、打扫房间1、Housekeeping.May I come in?客房服务员，我能进来吗？2、I’m sorry to trouble you, sir May I clean the room now?对不起，打扰了，先生，现在我能为您打扫房间吗？3、Would you like me to make your bed now?现在我能为您整理床铺吗？4、When would you like me to do room , sir?您要我什么时候来为您整理房间，先生？5、Shall we come back later?我们等一会再来，好吗？6、I hope I’m not disturbing you.我希望没有打扰您7、I’m coming to change the sheets and pillowcases.我来调换床单和枕套8、We will come and clean your room immediately.我们马上就来打扫您的房间。
9、Can you tell me your room number?您能告诉我您的房号吗？10、A repairman will come and check it right away.修理工会马上来检查。
11、Don’t worry.We will help you to look for it.不要担心,我们会帮您寻找的。
12、Have you check your room?您检查过您的房间了吗？13、It takes half an hour to finish cleaning.打扫房间一般花半个小时。
14、It will take 6 hours to repair the water pipes.修理水管要花6个小时。
15、Let me inqure about it and I’ll let you know as soon as possible.让我来询问此事，我会尽快答复您。
旅游英语：Housekeeping客房服务
旅游英语：Housekeeping客房服务旅游英语：Housekeeping 客房服务导语：“客房服务”是酒店服务与管理专业的专业课之一，客房部服务的质量在酒店运营中起着十分重要的作用。
下面小编为您收集整理了关于客房服务英语知识，希望对您有帮助!客房服务常用的单词flask n.长颈瓶，热水瓶overnight a.终夜的'，一夜间的cozy a.舒适的，温暖的service n.服务，帮助客房服务常用的句式1.Housekeeping.May I come in?我是客房的，可以进来吗?2.When would you like me to do your room，sir?您要我什么时间来给你打扫房间呢，先生?3.You can do it now if you like.如果您愿意，现在就可以打扫。
4.I would like you to go and get me a flask of hot water.我想请你给我拿一瓶开水来。
5.I'm sorry that your flask is empty.很抱歉您的水壶空了。
6.May I do the turn-down service for you now?现在可以为您收拾房间了吗?7.Oh，thank you.But you see，we are having some friends over.噢，谢谢，但你知道我们邀请了一些朋友过来聚聚。
8.Could you come back in three hours?你能不能过3小时再来整理?9.Certainly，madam.I'll let the overnight staff know.当然可以，女士。
我会转告夜班服务员。
10.Would you tidy up a bit in the bathroom?请整理一下浴室好吗?11.I've just taken a bath and it is quite a mess now.我刚洗了澡，那儿乱糟糟的。
酒店客房服务与管理专业英语
酒店客房效劳与管理专业英语(一) 根本效劳用语问候语1、Good morning ,sir(madam)早上好,先生(小姐)。
2、Good afternoon ,ladies and gentlemen下午好,女士们,先生们。
3、Good evening ,miss Price晚上好,普莱丝小姐。
4、How are you today ,Mr. Brown ?你今天好吗?布朗先生.。
5、I’m quite well ,thank you.我很好,谢谢你。
6、Hs good to see you again ,sir(madam)再次见到你真快乐,先生(小姐)。
7、Nice to meet you ,sir.见到你真快乐，先生.。
8、Are you Mrs. Best?你是贝丝特夫人吗?9、You must be professor Ford.你一定是福特教授。
10、May I know your name, sir(madam)?我可以知道你的名字吗?先生(小姐)。
11、Here’s a letter for you ,Dr white.怀特医生,这儿有你的一封信。
12、you’re wanted on the phone, Captain Smith.史密斯船长,有你的。
13、Welcome to our hotel, miss Henry.欢送来到我们酒店,享利小姐。
14、May I be of service to you, Mr. Baker ?我能为你效劳吗?贝克先生?15、Can I help you, Ms Blake?我能帮你吗?布雷克小姐?16、Would you take the seat ,young lady ?请坐，小姐。
提供帮助17、May I help you ?18、Can I help you?我能帮你吗?19、What can I do for you ?我能为你作什么?20、May I take your bag for you?我可以为你拿你的手提包吗？21、May I help you with your suitcase?我能帮你拿你的箱子吗？22、Would you like me to call a taxi for you ?你需要我为你叫一辆出租车吗？23、Thank you very much.非常感谢24、Thanks for the trouble .麻烦你了25、It’s very kind of you?你真是太好了26、No, thanks.不用了，谢谢感谢语及应答27、You’re welcome.欢送你28、Not at all.不用谢29、That’s all right.没关系30、Don’t m ention it.别提了31、It’s my pleasure.这是我的荣幸表示欢送32、Welcome ,sir(madam).欢送光临，先生〔小姐〕33、Welcome to our hotel ,sir (madam).欢送光临我们酒店，先生〔小姐〕34、Welcome to our western restaurant.欢送来我们西餐厅35、We’re glad to have you here.我们很快乐你来到之儿36、I’m always at your service ,sir (madam).随时为你效劳,先生(小姐).抱歉37、I’m sorry, sir (madam).对不起,先生(小姐).38、I’m very sorry.非常抱歉.39、I’m sorry to trouble you.对不起打搅你了.40、I’m sorry to have taken so much of your time.对不起占用你太多时间了.41、I’m sorry to have kept you waitin g .对不起让你久等.42、Excuse me for interrupting you.原谅我打挠你了.43、I hope you’ll forgive me.我希望你能原谅我.对抱歉语的应答44、It doesn’t mater.没关系.45、It’s nothing.没什么.46、Never mind.别放在心上.47、That’s nothing.没什么.48、Don’t bother about that.别再想它.49、Don’t worry about it.别担忧.50、Don’t apologize, It was my fault.别抱歉,这是我的错.(二) 客房效劳常见用语1．Housekeeping．May I come in？我是客房的，可以进来吗？2．When would you like me to do your room，sir？您要我什么时间来给你清扫房间呢，先生？3．You can do it now if you like．如果您愿意，现在就可以清扫。
酒店客房部英语
酒店客房部英语
酒店客房部常用英语（一）
1、Have you a reservation?
您预定过了吗？
2、May I know your name and room number?
您能告诉我您的名字与房间号吗？
3、Here is your room key.
给您房间钥匙。
4、Please pay at the cashier’s desk over there.
请去那边帐台付款。
酒店客房部常用英语（二）
5、Are these your baggage?
这些是您的行李吗？
May I take them for you?
我来帮您拿好吗？
6、Housekeeping, may I come in?
客房服务员，我可以进来吗？
酒店客房部常用英语（三）
7、Leave your laundry in the laundry in the laundry bag behind the bathroom door.
请把要洗的东西放在浴室门后的洗衣袋中。
8、I hope I’m not disturbing you.
我希望没有打扰您。
9、One moment, madam. I’ll bring them to you right away.
等一会儿，夫人。
我马上送来。
10、I’ll send for an electrician( doctor...)
我给您请电工（大夫……）。
客房服务英语
客房服务英语IntroductionHotel guests expect to receive high-quality room service when they are staying away from home. It is important for hotel staff to provide excellent service that ensures guests feel comfortable, and their needs are met during their stay. For this reason, hotel employees who work in the hospitality industry must possess great customer service skills and have a good understanding of English. This article will provide information on how to communicate effectively in English when providing room service in hotels.Order TakingWhen taking an order, it is crucial to use clear English to ensure that the guest's needs and preferences are met. The first thing to do is to greet the guest politely and ask how you can assist them. Then, ask the guest what they would like to order. It is important to speak slowly and distinctly, and to clarify any questions that might arise during the order-taking process. For example, if a guest requests water, it is important to double-check if they want still or sparkling water.Understanding Dietary RequirementsSome guests may have specific dietary requirements, such as allergies, religious restrictions, or personal preferences. It is important to be aware of these requirements and communicate this effectively. Always ask if the guest has any dietary needs or preferences, and if they do, ask what they are. If you do not understand what a guest is requesting, do not hesitate to ask forclarification. It is better to ask more questions and ensure that you get the order right rather than assume you know what the guest wants and get it wrong.Prompt and Efficient ServiceGuests expect prompt service when they are ordering something in their room. Therefore, hotel employees need to understand English words and phrases that relate to the speed and efficiency of service. Common phrases to use in this situation include, \。
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Working Knowledge 工作知识(3)
3. Replying to the guests sincerely 向客人表达诚恳态度的语句
• (1) Thank you for bringing the matter to our attention. 感谢您提醒我们注意。 • (2) I assure you that it won’t happen again. 您尽可以放心，不会再发生这种事情了。
1 2 3 4 Learning Objectives 学习目标 Working Procedures 工作程序 Working Knowledge 工作知识 Hotel Task 酒店任务 Words and Expressions Activity
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Learning Obຫໍສະໝຸດ ectives 学习目标学习情境三：客房服务英语
学习任务: 解决问题
• Name : Annie • Job: Room Attendant • Responsibility: To solve the problems in the hotel rooms and report it to the manager
Contents
Working Knowledge 工作知识(2)
• 2. Saying sorry to guests 对客人道歉的表达
• (1) I’m sorry to hear that… • 听到这样的事，我们感到遗憾（抱歉）。
• (2) We do apologize for the inconvenience. • 我们造成不便向您道歉。
After finishing this task, you should be able to： ☆ Understand guests’ problems. ☆ Offer solutions to problems in the hotel.
Working Procedures 工作程序
• • • • Listen to the guest carefully. 认真聆听客人投诉 Apologize to the guest sincerely. 真诚向客人道歉 React to solve the problem. 找出解决问题的途经 Notify the guest what was done to solve their problem. 通知客人已采取措施解决问题 • Phone to the guest and deal with feedback. 致电客人反馈信息
•
2. Complaint Settlement 对服务的安排感到不满 (1) I will send someone here as soon as possible (2) I’ll replace a new one for you. (3) I’ll check it immediately. (4) Everything will be taken care of.
角色A: 你是Mr. Brant, 住在1403房间, 你向服务员投诉 洗手间冲水系统坏了。
角色B: 你是客房服务员Annie，你负责处理客人的投诉 并马上采取解决办法。
Words to know
• complain v. • apology n. • toilet n. • flush v. • plumber n. • as soon as possible 抱怨 道歉 厕所 冲刷 水管工 尽快 tap n. apologize v. 水龙头 道歉
Useful expressions
• 3. Guest needs to change another room 客人需要换房 间 (1) A bellman will come in ten minutes to help you with your luggage. (2) Would you like to change the room? (3) Here is the new key card for Room 1482. May I have the old one, please. (4) If there is anything I can do for you, just let me know.
Hotel Task 酒店任务
• Suppose you are Annie, now you’re going to solve problems for the guest. Please perform the task according to the hints below with your partner.
Working Knowledge 工作知识(1)
• 1.The principle of solving problems. 处理投诉的原则
• (1) 面对客人投诉,应第一时间做出道歉,可以说:“I’m sorry to hear that.” • (2) 有客人投诉,应该表示马上调查这件事,可以说:“I will look into the matter.” • (3) 如果真的出错了,应诚恳地向客人道歉: “I’m terribly sorry, sir/I do apologize/Please do accept our apologies.”
immediately adv. 立刻 replace v. clog v. Drip v. 更换 组塞 滴水
Useful expressions
• 1. Complain about Poor Service 对服务感到不满 (1) It’s too much for me. (2) I’m most unhappy for the room. (3) The toilet is stopped. (4) It’s too noisy in my room.