客房服务-旅游英语(本)教学辅导.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,*,*,HousekeepingService,Key Points,Situation:,Mr.and Mrs.Moore are having some problems with their room.,Questions,How many,problems does Mrs.Moore have?,What,does the,housekeeper say,when hearing the complaints?,How,does she,deal with,all these problems?,Yes.This is room 602.We have just checked in.,Offering Help,Good afternoon,housekeeping service,.May I help you?,But Im afraid we dont know,how to open,the,safe,.Even though we followed the,instructions,(,说明,),it still,doesnt work,.,Problem,Thank you very much.,Solving the Problem,Dont worry,madam.Ill,send someone up,to help you immediately.,By the way,there is a,stain,(,污渍,)on the pillow,and the toilet,doesnt flush,(,冲洗,)properly.,Problems,Whats,worse,the room has some sort of,cigarette smell,which we really dont like.,Problems,Apologizing,We are,terribly sorry,for that.We do,apologize,for,the,inconvenience,(,不便,),madam.Well,take care of,(,处理,)these problems as soon as possible.,Okay,thank you.So can we,have,the,pillowcase,(,枕套,)or rather,the room,exchanged,?,Requesting,Solving Problems,Well,our,maid,will go up to your room,right now,.She will be,at your service,(,听候服务,).,Solving Problems,And the,repairman,will be arriving soon,too for the toilet.,Solving Problems,If the,odor,(,气味,),cannot be,removed,you,can surely,have another room after we,check with,the receptionist,madam.,Thank you.Thats,very kind of,you.,Responding,You are welcome.,Oh,yes.Could we have another pair of,slippers,for our daughter?,Offering Help,What else,can we do for you,madam?,Thank you very much.,Promising,Of course,you can.I will,have them sent,to your room,in a minute,.,By the way,do you have a,laundry service,?,Responding,Yes,we do.You can leave it in the,laundry bag,in your room,madam.,Nothing more,thank you very much.You have been very,helpful,.,Inquiring,Well,is there,anything else,we,can do,for you,madam?,Bye.,Saying Good Bye,My pleasure.Good Bye.,The,safe,doesnt work.,Reflection,How many,problems does Mrs.Moore have?,The,room,smells of,cigarette,.,Theres,stain,on the,pillow case,.,The,toilet,doesnt,flush,properly.,She,will,send up,someone for the safe,and a repairman for the toilet immediately.,Reflection,How,does the,housekeeper solve,the problems?,Reflection,The,maid,will,exchange,the pillow case,and try to,remove,the,odor,.If it doesnt,work,switch,the room for them.,How,does the,housekeeper solve,the problems?,We do,apologize,for,the,inconvenience.,Reflection,我们真的非常抱歉，为您带来不便。,Well,take care of,/,handle,these,problems as soon as possible.,Reflection,我们会尽快处理这些问题。,Our,maid,will go up to your room right now.,She will be,at your service,.,Reflection,我们的服务员会马上到您的房间，她会听您的安排。,Our,repairman,will be,arriving,soon to fix,the toilet.,Reflection,我们的维修工会马上过去修抽马桶。,If the,odor,cannot be,removed,you,can surely have another room after we,check with,the receptionist.,Reflection,如果气味除不掉，我们跟前台核实后可以让您换另外一个房间。,You can leave your clothes in the,laundry,bag,in your room,madam.,Reflection,夫人，您可以把要洗的衣服放在洗衣袋里。,Our maid will,take care of,your,laundry,（需要洗的衣服）,and will send it back,to your room after its ready.,Reflection,我们的客房人员会,帮您,处理,这些衣服,，洗好后会直接给您送到房间里。,Is there,anything else,we,can do,for,you,madam?,Reflection,夫人，我们还可以为您做什么事呢？,Summary,Thanks!,