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1、LOGO实用阶梯英语酒店英语项目实训指导书DiagramProgram 4Program 3Program 2Program 1Program 2v Housekeeping Department v 项目二 v 客房部The Housekeeping Department is one of the main operational departments of a hotel. In a sense, it is possible to say that a clean and pleasing guest room is one of the products that a hotel
2、sells. Its duty is to ensure the cleanliness and good order of all rooms and public areas in the hotel, and provide all good and necessary services in order to create an ideal living environment. To keep the operation of the hotel going smoothly, it must also coordinate the work closely with other d
3、epartments.Housekeeping Department Introduction 客房部介绍Hot Tip客房部是酒店主要运营部门之一。在一 定程度上，一个整洁而令人愉悦的客房，就是酒店出售的产品。它的职责就是确保客房和整个公共区域清洁、有序，并为创造出理想的居住环境提供必要的服务。为了保持整个酒店的顺畅运作，它也必须与其他部门建立紧密的合作。Hot TipMain Functions of the Housekeeping Department 前厅部主要功能Chamber Service 客房服务Laundry Service 洗衣服务Room Service 客房送餐服务T
4、urn-down Service 做夜床服务Special Services特殊服务 Maintenance Service维修服务Miscellaneous Service其他服务Front OfficeGuiding the Guest to the Guest Room1Chamber Serbices2Laundry Services3Other Special Services4Hot TipTask 1 Receiving Room Reservations 工作任务一 受理客房预订Task Objectives 任务目标After learning, you should be
5、able to:学完后，应该掌握：receive the guests 接待客人 introduce the room facilities and services 介绍客房设施和服务 Hot TipSub-task 1: Receiving the Guests 子任务一 接待客人Sample情景实例Scene: The floor attendant steps forward to welcome the guests. (A=Attendant, G=Guest) A: Good morning, sir and madam. Welcome to the Seventh Floor
6、. Im the floor attendant. Did you have a pleasant trip? G: Yes, thanks. Where is Room 7013, please? A: Its along here. Would you please step this way, Mr. and Mrs. Brown? G: OK. But how do you know our names? A: It was on the arrival list for Room 7013. Here we are. This is your room. May I have you
7、r key, please? Let me open the door for you.Hot TipG:Oh, the room is so spacious!We like it very much.A: The room is facing the south. You can have a good view of the garden.G: Very well. When will our suitcases arrive? A: They will be here quite soon. The bellman is handling them. Please wait a mom
8、ent. G: Very well.(Looking around the room) A: How do you like the room? G: Oh, it looks comfortable and cozy. We like it very much. A: (Drawing the curtains aside)The room is facing the south and commands a good view of the Huangpu River. G: Yes. How great!Hot TipWords and Expressions词汇与表达floor att
9、endant 楼层服务员spacious a.宽敞的cozy a. 温馨的draw v. 拉curtain n. 窗帘Hot TipSituational Training情景实训Role playA guest finishes check-in, and the floor attendant shows the guest to Room 801 on the 8th floor. The floor attendant introduces the Recreation Center is on the 4th floor, and the Restaurant is on the 2
10、nd floor. The floor attendant opens the door and turns on the air-conditioner for the guest. He also tells the guest the price list of the mini-bar is under the hotel service guide. Hot TipSub-task 2: Introducing the Room Facilities and Services 子任务二 介绍客房的设备和服务Sample 1情景实例一Scene: The floor attendant
11、 tells the guest how to use the room key card. (A=attendant, G=Guest) A: Mr. Black, once you enter the room, you must insert the key card into the holder here. The electricity only works when the key card is inserted. G: I see. A: To use the water boiler, you need to hit the“On” switch. It will heat
12、 your water within a few minutes. G: Will it keep the water warm if I leave it on? A: Yes, it will. If you would like to admire the beautiful view, you can draw the curtains by pulling this cord. G: Oh, what a wonderful view!Hot TipWords and Expressions词汇与表达holder n. 固定物electricity n. 电insert v. 插入w
13、ater boiler 烧水壶switch n. 开关pull v. 拉cord v. 绳索Hot TipSample 2情景实例二Scene：The room attendant guides the customer into his bathroom and introduces something to him. (A= Attendant, G=Guest)A: This is the bathroom. G: Its very nice. A: Please feel free to use these complimentary items here. G: Which ones
14、? A: The shampoo, conditioner, lotion, toothbrush, toothpaste and bath salts. G: Does the bathroom have a hair dryer as well? A: Yes, it is in the right drawer. G: Great. Thanks.Hot TipWords and Expressions词汇与表达room attendant 客房服务员 complimentary a. 免费的 item n. 物品 shampoo n. 洗发水 conditioner n. 护发 素 lotion n. 润肤露 toothbrush n. 牙刷 toothpaste n. 牙膏 bath salt 浴盐 hair dryer 吹风机Hot TipSample 3情景实例三Scene: The room attendant tells the guest which goods in the room are free of charge. (A= Attendant, G=Guest)A: Mr. Black, over here you will find your hot water boiler and complimentary coffee
