《饭店实用英语》课件-scene-7.ppt

Hotel Practical EnglishScene 7Chamber ServiceTeaching ProceduresExercises 4Text3Hotel Practical English2Case Study5Home Reading6Free Talk1.Free Talk1.What are the room attendants duties?2.What would you do if you meet a guest in the corridor?Give good reasons to support your opinion,please.Hotel Practical EnglishDialogue 1 Would You Like Me to Do the Turn-Down Service Now？(A:Housemaid B:Guest)A:Housekeeping.May I come in?B:Come in,please.A:Would you like me to do the turn-down service now？B:Oh,thank youBut my client is coming in a minute.Well have something important to discuss.Could you come back at 8 PM?A:Yes,madam.But Ill knock off at 7 oclock.So Ill inform the overnight staff to do it for you B:Thats fine.By the way,how much is this packet of tea?A:Its complimentary.And these two packets of coffee are complimentary,too.B:How about this bottle of water?A:Its also free,madam.But the things in the mini-bar are not free of charge.B:Thank you very much.A:Its growing dark.Would you like me to draw the curtains?.Hotel Practical EnglishB:Why not？That would be very cozyA:May I turn on the lights？B:Yes,please.I just want to read the guidebook to Beijing.A:Is there anything I can do for you？B:No more.Its so nice of you.Thank you very much.Hotel Practical English Dialogue 2 Can I Do Your Room Now,Sir?(A:Housemaid B:Guest)A:Housekeeping.May I come in?B:Yes,please.A:This is the toilet paper you required just now,sir.B:Thank you.A:Would you like me to fix it for you?B:Oh,yes.Actually,its difficult for me to do it.A:Practice makes perfect.I do it every day.So its an easy job for me.B:Youre right.A:Can I do your room now,sir？B:Of course.But can you leave my bed alone?I dont want to change my bed sheet until I check out.Hotel Practical EnglishA:No problem,sir.Its better to put this notice-board on the bed.So we can see it when you are not in.B:Oh,I didnt see it.What does it say?A:It says“Leave the bed alone”.When the housekeeper sees it,she will not touch your bed.And if you dont like to be disturbed,you can hang the board that says“Do Not Disturb”outside the door.B:I see.Thanks a lot.Text HousekeepingHousekeeping is responsible for maintaining high cleaning standards of the guest rooms and public areas.It is responsible for staff uniforms and laundry services as well.Accommodation in hotels tends to be the largest part of the hotel,so it is the most revenue generating department.The housekeeping department that takes care of all rooms is the largest department in hotels.The housekeeping department is headed by the executive housekeeper.Housemaids,housemen who are also called room boys,floor cleaners,linen room attendants,and seamstresses all belong to this department.Floor clerks,housemaids and room boys have direct contact with the guest and contribute to the guests overall experience with the hotel.The actual work of cleaning and caring for the guest room is performed by room attendants,who are also called housekeepers that are composed of housemaids and housemen.Their duties include recognizing the guest,introducing room facilities and service,making or changing beds,dusting furniture,sweeping or cleaning floors and carpets,washing bathrooms,replacing towels and washing clothes,.Text making up room and doing turn-down service.They should also supply any personal service to satisfy the guests reasonable demands,such as wake-up service,room service,laundry service,shoeshine services and baby-sitting service.In addition,they are expected to check up rooms and report any signs of damage or wear and tear that may need repairing.Housekeeping is the department that determines to a large extent whether guests are happy during their stay.If the clean accommodation and good service are provided to the guest,he will be pleased with the hotel and will come back again.Because the guest satisfaction is the primary object,the hygiene factor must always be present in the hotel.Exercises Role-play ActivityThe following is a role-play activity to practice chamber service.Divide the class into two groups:housemaids and hotel guests.And then have the students work in pairs.The following is a conversation just as a sample.The students can create conversations as they like.H:Housekeeping.May I help you?G:Yes.Id like to have an extra bed in my room.H:May I have your name and room number,please?G:This is John Marlow in room 12054.H:What kind of bed do you need?For children or for adults?G:For my father.H:Im afraid we have to charge half of the room rate for such a bed,that is,425 yuan per night.G:OK,Ill take one.H:When would you like the bed to be placed in your room,sir?G:Anytime before 3:00 PM.H:Well get it to you right away.Exercises G:No problem.Could I get a couple of more towels and another blanket?H:Certainly.Well also provide another set of guest supplies in the room.G:Thanks a lot.Case StudyIll Change a New One for YouThere is something wrong with the toilet in a guest(B)room.A maintenance technician(A)is coming to check it for him.A:Maintenance.May I come in？B:Yes,please.A:How can I help you,sir?B:Yes.There seems to be something wrong with the toiletIt doesnt flush.A:Let me see.Oh,its clogged with dirt.B:Is it a big problem?A:No,itll be OK in a moment.Youd better put the toilet paper into the litter bin because its very easy to clog the toilet.B:There isnt a litter bin in the bathroom.A:Im very sorry,sir.Ill tell the room attendant to bring one for you.B:Thanks.A:Thats what I should do.Its all right now.You may try it,sir.B:Well,its really working.Thank you.Case StudyA:Youre welcome.Anything else？B:The hairdryer doesnt work.A:Im very sorry,sir.Some part is broken.Ill change a new one for you.B:Thank you.Youre so kind.Read the above conversation and complete the outline.You should write your answers in no more than three words.A maintenance technician comes to the guest room mainly because the 1.The maintenance technician advises the guest to throw 2.into the waste-paper basket in case it will clog 3.again.There is no 4.in the guest room.The guest cant use the 5.because it doesnt work,too.Case StudyA:Youre welcome.Anything else？B:The hairdryer doesnt work.A:Im very sorry,sir.Some part is broken.Ill change a new one for you.B:Thank you.Youre so kind.Home Reading The Importance of HousekeepingHousekeeping is the department that deals essentially with cleanliness and all ancillary service attached to that.It is vital to attracting and keeping guests through the role of maintaining top quality decor,cleanliness and service.The high standard plays an important role in the reputation of the hotels.One feels comfortable only in the environment which is clean and well ordered,so cleanliness is important for physical and spiritual well being.In hotels the major part of revenue comes from rooms.The room which is not sold on any night cant bring one cent for the hotel.The reason for poor occupancy can be anything like hygiene factor,cleanliness,lack of modernizing etc.Hence the main purpose is to improve the whole appeal of the room.Home Reading The Importance of HousekeepingA guest spend more time alone in his room than any other part of the hotel,so he can check up the cleanliness he wishes to as some of the guest are more health conscious these days.He may check up dusting,in-depth cleaning and loses confidence if not properly done.If the cupboard is not cleaned the guest generally wont feel like putting his clothes down.Decent room supplies are services like quick laundry and dry cleaning services that show the guest that the hotel is considering his comfort and wishes to please him.In addition,from the cleanliness of the lobby,the public area,the restaurant,cloakrooms and the state and cleanliness of uniform the guest can judge a lot about a hotel.It can be a positive or a negative judgemental.We can conclude that Housekeeping Department contributes greatly to all guest impression of the hotel.Home Reading Decide whether the statements are true(T)or false(F)after reading the passage above.1.Housekeeping staff are only in charge of cleaning all the guest rooms.（）2.Housekeeping is the crucial department to attract and keep guests through its good service.（）3.The environment that is clean and well ordered will make guests feel very pleased with the hotel.（）4.Quick laundry and dry cleaning services will make guests satisfactory.（）5.The dirty cloakroom in the sauna will give the guest a bad impression on the hotel.（）Thank you!