酒店情境英語情境三：客房服務(wù)任務(wù)一：常規(guī)任務(wù)子任務(wù)：客房清掃Contents01/Objectives02/Procedure05/SituationalConversation04/UsefulSentences03/VocabularyObjectives01Afterwefinishthisunit,youareenabledto:ObjectivesGainsomeknowledgeaboutroomcleaningGaintheworkingproceduresofroomcleaningBefamiliarwithrelevantexpressions

Beabletousethetermsandusefulexpressionsskillfullyinworkingsituations1.Whatdoestheroomattendantdointhepictures?

2.Howmuchdoyouknowaboutthehousekeepingservice?IndustryKnowledgeRoomStatus房態(tài)住客房Occupied干凈的住房OccupiedClean未打掃干凈的住房OccupiedDirty待賣房VacantClean臟的空房VacantDirty走客房CheckOut待修房OutofOrder不賣房OutofService保留房BlockedRoom免費(fèi)房Complimentary續(xù)住房Stayover長住房LongStayover未結(jié)賬房Skipper臟房DirtyRoom保密房ConfidentialRoom差異房DiscrepantRoom即將離店房Due-out走客房Check-out延時(shí)離店房LateCheck-out鐘點(diǎn)房HourRoom半天房HalfDayRoom外宿房SleepOut請勿打擾房DoNotDisturb雙鎖房DoubleLockedProcedure02WorkingProcedureEntertheguestroom進(jìn)入客房1Fillintheformandleave.登記并離開9Vacuumthesleepingroomfloor.地板洗塵8Makeupthebed.整理床鋪4Dusttheroom.清理房間5Replenishguestsupplies.補(bǔ)充客用品6Disposetherubbish清理垃圾2Removedirtybedlinen.更換床單3Cleanthebathroom.清潔浴室7SOPforEnteringGuests'RoomStep1:CheckwindowStep2:RubbishdisposalStep3:RemoveusedlinenandmakebedStep4:DustingStep5:CleanthebathroomStep6:ReplenishsuppliesStep7:VacuumthefloorStep8:Self-checkCleaningtheGuestRoomBStep2:LaybottomsheetCStep3:ChangequiltprotectorDStep4:PutpillowintothepillowcasesandputinthemiddlenearheadboardEStep5:Putonbedcover/spreadAStep1:Stripthebed

FStep6:PushthebedagainsttheheadboardandmakesurealllooktidyMMakingaBedStep2:

Bathtub

Step4:Toiletbowl

Step1:Basin,vanitytopandmirrorsStep3:

Showerstall

Step5:BathroomfloorCleaningtheBathroomSincere真誠SVisible可見效果VEfficient高效EInformative有問必答IReadytoserve隨時(shí)準(zhǔn)備提供服務(wù)RCourteous禮貌CExcellent出色EWecanuse“SERVICE”tosummarizethebasicrequirementsofhousekeepingservice.Vocabulary03VocabularyStudydisturbv.打擾，妨礙blanketn.毛毯，毯子hesitatev.猶豫，躊躇thermosn.恒溫器，熱水瓶quiltn.被子finishv.完成，結(jié)束cleanv.打掃h(yuǎn)ousekeepingn.客房部attendantn.服務(wù)人員convenientn.方便的sheercurrain紗簾servicen.服務(wù)disagreev.不同意makeup鋪床，整理VocabularyStudyvacuum吸塵hair-drier吹風(fēng)機(jī)stain弄臟，污染stuffy悶熱的，不通氣的scissors剪刀disinfectant消毒劑，殺菌劑overflow淹沒，溢出razor剃刀，刮面刀adhesive黏合劑pendent吊著的，下垂的spot地點(diǎn)，場所mess凌亂的overnightstaff夜班服務(wù)員makeuptheroom打掃房間VocabularyStudytrolley手推車mopsanddetegrents拖把和清潔劑luggagerack行李架tablelamp臺燈doorframe門框rubber/glove手套atonce馬上hoteldisposablepress按壓，熨斗sew縫補(bǔ)butler私人管家dusty布滿灰塵的mattressn.褥墊，床墊bedcover床罩“DoNotDisturb”sign:請勿打擾，服務(wù)時(shí)若客房門顯示“DND”一定不要去做任何服務(wù)。1．DoNot...DoNotDisturb請勿打擾DoNotEnter請勿進(jìn)入2．No+doingNoSmoking禁止吸煙;NoSpitting禁止吐痰;NoCheating禁止作弊;NoParking禁止停車；Nostoppingatanytime任何時(shí)間不準(zhǔn)停車LanguageTips英語中的警示語UsefulSentences04FunctionalPatternsCleaningtheGuests’Room整理房間1Housekeeping.MayIcomein?（我是）服務(wù)員?？梢赃M(jìn)嗎？2Sorrytodisturbyou,butmayIcleanyourroomnow?抱歉打擾您，現(xiàn)在可以打掃房間嗎？3MayIdotheturn-downservicenow?現(xiàn)在做開夜床服務(wù)，可以嗎？4Whattimewouldbeconvenient,sir？您什么時(shí)間方便？5ShallIcomebacklater,sir?我一會兒再回來可以嗎，先生？6YoucancalltheServiceCenterwhenyouwantyourroomdone.如您要整理房間，請打服務(wù)中心電話。

UsefulSentences1.Receivingthephonefromguests.Housekeeping.HowcanIhelpyou?客房部，我能為您做什么？Theroomattendantwillbeinyourroomin5minutes.客房服務(wù)人員會在5分鐘內(nèi)到您房間。MayIhaveyournameandroomnumber?請問您的姓名和房間號碼？

UsefulSentences2.Offeringtheserviceofroomcleaning.Housekeeping.MayIcomein?客房服務(wù)員，我可以進(jìn)來嗎？MayIcleanyourroomnow?我可以為您打掃房間嗎？Doyouwishtheroomtobecleanednow?您希望您的房間現(xiàn)在打掃嗎？Doyoumindmyopeningthewindow?您介意我開窗戶嗎？

UsefulSentencesI’msorrytodisturbyou,sir.ButIwouldliketocleantheroom.CanIdoitnow?很抱歉打擾您了，我現(xiàn)在要打掃您的房間，我可以開始嗎？Yourroomhasbeencleanedup.IsthereanythingIcandoforyou?您的房間打掃完了，還有什么需要我為您服務(wù)的嗎？The“DND”signhangedonyourroomdoorknobmostoftheday.Sowedidn’tcleantheroomsoasnottodisturbyou.“請勿打擾”牌今天一整天都掛在您的門把上。為了不打擾您，我們沒有打掃您的房間。

UsefulSentences3.Whenguestsaskforhelp.Yes,withpleasure.當(dāng)然可以，樂意效勞。Yes,ofcourse.I’malwaysatyourservice.當(dāng)然可以，隨時(shí)聽候您的吩咐。4.Whengueststhankyou.Mypleasure.樂意效勞。

UsefulSentences5.Confrimingthetimewhencomingbacklater.ShallIcomebacklater?我要晚些時(shí)候再來嗎？Whattimewouldbebetterforyou?您幾點(diǎn)比較合適呢？Whattimewouldyoulikemetocomeback?您要我?guī)c(diǎn)再來呢？Whattimewouldbeconvenientforyou?您幾點(diǎn)方便呢？Whendoyouwantmetodotheroom?您想什么時(shí)候打掃房間呢？YoucancalltheFrontDeskwhenyouwantyourroomdone.您要打掃房間時(shí)請打前臺電話。

UsefulSentences6.WhenguestsaskforsomeAmenities.I’msorry.Iwilldeliversometoiletpapertoyouwithin5minutes.對不起，我會在5分鐘內(nèi)將衛(wèi)生紙給您送過去。Mr.Smith,hereisthetoiletpaper.Wouldyoulikemetoputitinthebathroom?史密斯先生，這是您要的衛(wèi)生紙。您想要我把它放到衛(wèi)生間嗎？Hereistheironandtheironingboardyouaskfor.這是您要的熨斗和熨衣板。Theroomattendantwillbringcupstoyouwithin5minutes.客房服務(wù)員會在5分鐘內(nèi)將杯子給您送過去。

UsefulSentencesI'llsendupthehair-dryerrightaway.我會馬上送電吹風(fēng)上去。I'llbringsomemorefreshtowelsforyou.我會拿些新的毛巾給您。I'llreplacetheteacupsforyou.我會為您換茶杯。I'llsendtheengineerstraightuptofixtheproblem.我會派工程師去處理問題。

UsefulSentences7.Offeringextraservices.Wouldyoulikemetodrawthecurtainsforyou,sir?先生，要我為您拉開窗簾嗎？Pleasecontactusifyouneedanyhelp,sir.Wewilldoourbesttohelpyou.先生，如果您需要幫助，請聯(lián)系我們。我們會盡力的。Pleasedon'thesitatetoletmeknowifIcanbeofanyhelp.如果您需要幫助，請不要猶豫告知我們。Iamalwaysatyourservice.隨時(shí)為您效勞。SituationalConversation05SituationalConversationDialogue1DotheRoomService(R:RoommaidG:Guest)R:(knockingthedoor)Housekeeping.MayIcomein?G:Comeonin,please.R:Goodevening,ma’am.MayIdoyourroomnow?G:Sure.Couldyoutidyupthebathroomfirst?I’vejusttakenabath,andit’squiteamess.R:Certainly,ma’am.(Finishcleaningtheroom)R:IsthereanythingelseIcandoforyou,ma’am?G:Ohyes,wherecanIborrowahair-dryer?R:I’llsendoneuprightaway.G:Thankyou,you’vebeenveryhelpful.R:You’rewelcome.Goodnight,ma’am.Haveanicedream.SituationalConversationDialogue2AskfortheTimeofDoingRoomService(R:RoommaidG:Guest)R:Whenwouldyoulikemetodoyourroom,sir?G:Youcandoitnowifyoulike.Iwasjustabouttogodownformybreakfastwhenyoucome.SituationalConversationDialogue3TheSpecificRequestsfortheRoomService(R:RoommaidG:Guest)G:Goodevening.Howabouttidyingupabitinthebathroom?We’rejustshowered,andit’squiteam