客房服务.ppt

单击此处编辑母版标题样式,*,*,*,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,Housekeeping Service客房服务,Ann,CONTENTS目录,一、Key words 关键词语,二、Basic Sentences 基本句型,三、Conversation 情景对话,Key words关键词语,bed 床,basin 洗脸盆,single bed 单人床,bath-tub 浴缸,double-size bed 双人床,shower cap 浴帽,extra bed 加床,shampoo 洗发水,sheet 床单,conditioner 护发素,blanket 毛毯,comb 梳子,quilt 棉被,tooth-paste 牙膏,bed spread 床罩,tooth-brush 牙刷,pillow 枕头,soap 肥皂,pillow-case 枕头套,bedside 肥皂碟,bedside 床头柜,cotton tips 棉签,wardrobe closet 水龙头,switch 开关,shower curtain 浴帘,lampshade 灯罩,towel rail 毛巾架,bulb holder 灯头,bathrobe 浴衣,lampshade 灯罩,towel rail 毛巾架,bulb holder 灯头,bathrobe 浴衣,bulb 灯泡,tank 水箱,socket 插座,shower head 喷头,hair dryer 电吹头,telephone 电话,shaver 剃须刀,telephone directory 电话目录,electric razor 电动剃须刀,slippers 拖鞋,glass 水杯,ball-pen 圆珠笔,ashtray 烟灰缸,aerogram 航空邮件,match 火柴,questionnaire 意见书,quality executive 行政楼层,bathroom 浴室,deluxe suit 豪华套房,refrigerator 冰箱,double room 双人房,chair 椅子,twin room 双床房,sofa 沙发,stepping pad 垫脚凳,bed light 床头灯,safety box 保险箱,telephone 电话机,painting 壁画,shoe brush 鞋刷,bath wat towel 地巾,bath towel 浴巾,towel 毛巾,hand towel 方巾,alarm clock 闹钟,TV remote control 遥控器,Table lamp 台灯,Floor lamp 落地灯,Scissors 剪刀,Toilet paper 卫生纸,Tissue 面巾纸,Basic Sentences基本句型,1、welcome to 19th follr 欢迎光临19楼。,2、Housekeeping,may I come in?客房服务员，我可以进来吗？,3、When would you like me to clean your room,sir?,您要我什么时间来为您整理房间，先生？,4、May I clean your room now?我现在可以为您整理房间吗？,5、Leave you laundry in the laundry bag.请把要洗的东西放在洗衣袋中。,6、The Laundry bag and laundry list are in the wardrobe.,7.We will deliver it within 4 hours at a 50%extra charge.,加收50%的费用，我们在4小时内洗好送还。,8.Would you like express service or normal service?,您要快洗服务还是普洗服务？,9.Youd better check you laundry.,您最好查看一下洗好的衣服。,10.May I know your name and room number?,您能告诉我您的名字和房号吗？,11.Here we are,room 3605.,3605号房间到了。,12.Ill send for an electrician(doctor)for you.,我给你请电工（大夫）,13.A repairman will come and check it right away.,修理工马上会来检查。,14.Ill show you the awy myself.,我亲自带您。,15.I am sorry,but we dont have the special equipment necessary.,抱歉，我们没有所需的特别设备。,16.I am afraid guests are not allowed to use iron or electric heaters in their rooms.,客人恐怕不准在房间里使用熨斗或电器。,17.Our hotel has very good room service.,我们酒店的送餐服务非常优良。,If you dont want to be disturbed,youd better press the“Dont Disturb”key on the bedside controls.,如果您不想被打扰，您最好按床边的“请勿打扰”键。,There are several kinds of drinks in the mini-bar.Please help yourself to them.The cost of the drinks youve had will be added to your account.,冰箱里有饮料，请随便用，用后统一结帐。,Im afraid you have to pay for it according to the hotel policy.,根据酒店规定，恐怕您得赔偿。,Conversation情景对话,A.Asking to clean the room,Attendant:(Knocking at the door or prssing the door bell three times)House-keeping.May I come in?,Guest:Come in,please.,A:Good afternoon,sir.I am sorry to disturb you.May I clean the room now?,G:Yes,please.,A:Thanks a lot.,请求打扫房间,服务员：（敲门或按门铃三次）客房服务员，我可以进来吗？,客人：请进,员：下午好，先生。对不起打扰您了，请问我现在可以打扫房间吗？客：可以，请吧。,员：多谢。,B.Turn-down service,Attendant:Turn-down service.May I come in?,A:Good evening.Mr Mrs White.How are you this evening?,Guest:Fine,thank you,and you?,A:Im fine,too.Thank you,.,G:We are waiting for our friends now.We will go to have dinner together.Could you come later?,A:All right,madam.Ill come later.Anything else I can do for you,madam?,G:Yes.How about tidying up a bit in the bathroom.Ive just showered and its quite a mess.,A;Yes,madam.Ill place some clean towels there as well.,服务员：夜床服务，我能进来吗？晚上好，怀特先生和夫人，你们今晚好吗？,客人：很好，谢谢你呢？,员：我也很好，谢谢你呢？,员：我也很好，谢谢,客：我们现在等朋友，你们将一起去吃饭，你过一会儿来好吗？,员：好的，夫人我过会再来，还有什么事可以为您效劳吗，夫人？,客：是的，请帮我整理一下卫生间，我刚淋浴过，卫生间很乱,员：好的，夫人我给您换些干净毛巾吧,夜床服务,Attendant:May I come in?Im a room attendant.,Guest:Come in,please.,A;Good evening,sir and madam.Sorry to have kept you waiting.Where can I put your luggage?,G:Just here.Thank you.This is for you.,A:No,thanks.We dont accept tips in our hotel.,Thank you all the same.Is there anything else I can do for you,madam.,G:We want to have our breakfast in our room tomorrow.When should we order that?,C.Introducing hotel service,A:This is your door knob menu.Just check the items you would like for breakfast.Mark down the time,hang it outside your door before you go to bed tonight.Our hotel has very good room service.,G:I hope we can get up on time.,A:Dont worry,madam.We have morning call service.You may tell the operator your room number and your time.,G:Thank you for your help.,A:If you dont want to be disturbed,just place this“please do not disturb”sign outside your door.Anythig else?,G:Yes.I want to send a fax to my friend.,A:There is a business center in the lobby.You may send the fax there.,G:Thats very kind of you.,A:Good night.,G：Good night.,介绍服务项目,服务员：（跟着一个行李员）我可以进来吗？我是客房服务员,客人：请进,行李员：晚上好，夫人，先生对不起，让你们久等了我把行李放在哪儿？,客：就放在这里，谢谢这是给你的,行：不，谢谢我们饭店不接受小费，谢谢您,员：还有什么事可以为您效劳吗？,客：明天早上，我们想在房内用早餐，我们应该什么时候预订？,员：这是挂门餐牌，您可以用在挂门餐牌上划出您要的早餐点心，注明时间，餐上临睡前挂在门外我们饭店的送餐服务非常优良,客：我希望我们能准时起床,员：不用担心，夫人我们有叫醒服务，您可把您的房号和时间告诉总机,客：多谢你的帮助,员：如果您不想被打扰，请把这块请勿打扰牌挂在门上，如果你翻到另一面，我们会马上来打扫您的房间，还有什么事吗？,客：是的，我想给我朋友发一份传真,员：在大厅有商务中心，您可以在那里发传真,客：你真是太好了，谢谢,员：很乐意为您服务,客：晚安,员：晚安,DFacility problems,Attendant：HousekeepingMay I come in?,uest：SureCome in.,A:Did you call for service，madam?,:Yes，the television isnt working.,：Im very sorry，madamA repairman will come and check it immediately.,G：Oh，and another thingThe People next door are very noisy.,A：Im very sorry about the noise，madamWe will check into it.,G：Fine,，dont forget.,A：Ill take care of it personallyHave a good night.,设备投诉,服务员：客房服务员，可以进来吗？,客人：请进,员：夫人，是您需要服务吗？,客：是的，电视机坏了,员：很抱歉，夫人维修人员马上过来检查,客：噢，还有一件事，隔壁房间太吵了,员：对于噪声实在抱歉我们会去处理,客：好的，算了,员：我会亲自去看祝您晚安,ELaundry Service,Attendant：HousekeepingMay I come in?,Guest:es,Id like to have this laundry done,please?,A：Certainly，sirCould you fill out the laundry list，please?,G:Where is it?,A:The laundry bag and laundry list are in the wardrobe.,G：Fine，May I use your pen?,A：Certainly，sirHere you are.,G：ThanksOh，and I dont want these shirts starched.,A：No starch.I understand，sir.,：Theres also a stain on the jacket.Id like it removed before its dry cleaned.,A:May I see it,please?,G:Yes,here you are.,A:What kind of stain is it,sir?,G:I spilled some soy sauce on it.,A:We will do our best to remove the stain but we can not guarantee the result.,G：Thats OKHow long do you think it will take?,：Im not sure，sirbut I will check with the Laundry and let you know.,G：FineId like it as soon as possible.,Shopping for the guest,Guest:This is Mr.Smith,room 3605.Can you help me?,A：Yes，MrSmithWhat can I do for you?,：Could you bring me an English Newspaper,please?,A:Certainly,sir.Well bring one as soon as possible.Would you like an evening newspaper tonight,too?,G:No,thats all right.How much will it be?,A:Its free,sir.,G:Fine.I am sorry to bother you,but I”ll need some cigarettes,too.,A;Thats no trouble at all,sir.Which brand would you prefer?,G:Marlboro.,A:How many packs,sir?,G:Two please,and just ad them to the bill.,A:Im aftaid cigarettes must be paid for in cash.,Its 20 yuan.,G：All right，Ill pay in cash.,A：Thank you，MrSmithWe will bring you newspaper and cigarettes as soon as possible.,洗衣服务,服务员：客房服务员，可以进来吗？,客人：可以，这些衣服要送洗,员：好的，先生，请填写洗衣单好吗？,客：在哪儿？,员：洗衣袋和洗衣单都在衣柜内,客：好的，可以借用你的笔吗？,员：当然可以，请便,客：谢谢对了，这些衬衫不要用浆的,员：不浆，我了解，先生,客：还有这件夹克上有污点，我想在干洗前去掉它,员：请让我看看好吗？,客：好的，在这儿,员：是哪一种污点？,客：上面泼到了酱油,员：我们会尽力除去这个污点，但无法保证结果如何,客：没关系，你认为要花多少时间呢？,员：我不确定，但是我会向洗衣部查询并通知您,客：好的，希望尽快,代客购物,客人：我是3605房的斯密思先生，你能帮我忙吗？,服务员：是的，斯密思先生，我能帮您做什么？,客：你能给我拿一份英文报吗？,员：好的，先生我马上给您送来今天的晚报要吗？,客：不，谢谢报纸要多少钱一份？,员：报纸是免费的，先生,客：很好，对不起，麻烦您了，但我还需要些香烟,员：没关系，先生您要哪个牌子？,客：万宝路,员：先生，要几包？,客：两包，旗开得胜把费用加在我的帐单上,员：恐怕香烟要用现金支付，元钱,客：好的，我用现金支付,员：谢谢!我们会尽快把报纸和香烟送到您的房间.,Thank you!,