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1、page 12024/9/6PresentationChapter 13Room servicepage 22024/9/6PresentationRoom Servicepage 32024/9/6PresentationServing Breakfast in the Roompage 42024/9/6Presentationpage 52024/9/6Presentationpage 62024/9/6PresentationDND Signpage 72024/9/6Presentationpage 82024/9/6PresentationPart I DialoguesPart
2、II Vocabulary StudyPart III Listening and SpeakingPart IV Practical WritingPart V Feature Readingpage 92024/9/6PresentationDialogue 1 Doorknob Menu ServiceContext: Mr. White want to have breakfast in his room tomorrow, so he telephones the Reception and talks to the clerk about it .Li Feis answering
3、 the phone.Pre-listening questions: 1)How do you give the orders by using doorknob menu?2)What is the alternative way to have room service?Staff: Good morning. Reception. May I help you ?Guest: Good morning. Its Mr. White in Room 489. Can I have breakfast in my room tomorrow morning?page 102024/9/6P
4、resentationStaff: Certainly, Mr. White. Breakfast can be served in your room from seven 0clock to ten. Our hotel has very good room service.Guest: When shall I order that?Staff: You can use our doorknob menu if youd like. Please check the items you would like to have for breakfast .mark down the tim
5、e ,and hang it outside your door before you go to bed.Guest: Is there any other way to have room service?Staff: Yes, Mr. White. You may have breakfast arranged on the phone. The extension number for room service Is 6. Guest: Thank you for your information. By the way, what shall I do with the plates
6、 when we finish eating.page 112024/9/6PresentationStaff: You may just leave them in the room or put them outside your door. Well take care of it.Guest: Thank you very much.Staff: Youre welcome. Have a pleasant stay with us.page 122024/9/6PresentationDialogue 2 Taking Telephone Orders for BreakfastCo
7、ntext: Mr. White calls Room Service for his breakfast tomorrowPre-listening questions:1)What are the orders givens by Mr. White?2)What other information should the clerk get when taking orders?page 132024/9/6PresentationGuest: Hello, Room Service. This is Room 489.Wed like to order breakfast for tom
8、orrow.Staff: Yes, sir. What would you like?Guest: Wed like to start with fruit juice, orange for me and grapefruit for my wife. Fresh juice, please. Not canned or frozen.Staff: Right, sir. One fresh orange and one fresh grapefruit.Guest: Good. And then bacon, egg and tomato for me ,two soft-boiled e
9、ggs for my wife. And toast, page 142024/9/6Presentation butter, and marmalades. Do you have different marmalade?Staff: Yes, sir. Well put a selection of preserves on your tray. And is it tea or coffee?Guest: One coffee, with mil and one hot chocolate, unsweetened, please.Staff: Certainly, sir. And w
10、hen is it for, please?Guest: Oh, about 8:30a.m.Would be fine?Staff: Fine, and could I have your name and room number, please?Guest: Its Mr. and Mrs. White, Room 489.Staff: Thank you ,Mr. White.page 152024/9/6PresentationContext: Mr. White calls Room Service. LiFei ,the clerk, is taking the order on
11、the phone.Pre-listening questions:1)What are the dishes ordered by Mr. White?2)What is his room number?Dialogue 3 Taking Telephone Orders for Supperpage 162024/9/6PresentationStaff: Room Service. Li Feis speaking .How can I help you ?Guest: Yes, my family and I would like to have supper in my rooms.
12、 Wed like, lets see, two tomato soups.Staff: Two tomato soups, sir.Guest: And two consommes.Staff: Two consommes.page 172024/9/6PresentationGuest: Then for the children, the grilled sausage and one veal salmon.Staff: One grilled sausage and one veal steak.Guest: And for us, the wild duck with green
13、salad and one smoked Scottish salmon.Staff: Anything to drink, sir?.Guest: No, thank you .Thats all.Staff:. Thank you sir ,What room number is it?Guest:489Staff:489.Itll be in about ten minutes.Guest: Thats fine.page 182024/9/6PresentationContext: At 8:00 a. m. the next morning, there is a light tap
14、 at Mr. Whites door. Ma Hong, the waitress is serving the breakfast to the room.Pre-listening questions:1)What does the waitress say to the guest when sending food to the room?2)What does the waitress ask the guest to do before leaving the room?Dialogue 4 Serving Breakfast in the Roompage 192024/9/6
15、PresentationStaff: Room Service. May I coming in?Guest: Yes, come in, please.Staff: Thank you, Mr. White. Ive brought you your breakfast ordered. Where shall I put in?Guest: Oh yes, thank you. Could you put them on the desk over there, please?Staff: Shall I pour two cup of coffee straight away, sir
16、and madam?Guest: No, thanks.page 202024/9/6PresentationStaff: Mr. and Mrs. White, if you need anything else, please dial 6 or press the button over there. Were always at your service.Guest: Thank you .Staff: Could you please sign your name here, Mr. White?.Guest: OKStaff: Thank you ,Mr. White. Pleas
17、e enjoy your breakfast and have a nice day.page 212024/9/6PresentationPreserve n.Tray n.Consermme n.Grill v.Sausage n.Veal n.Smoke v.Scottish adj.Pour v.Button n.(腌制而成的)果酱(常用复数)托盘清炖肉汤,菜汤铁扒,用明火烤腊肠,香肠小牛肉熏制(鱼,肉等)苏格兰的大马哈鱼,冲,倒page 222024/9/6PresentationVocabulary StudyKnob n.Can v.Prapefruit n.Freeze v.B
18、acon n.Toast n.Marmalade n.Selection n.Sweeten v.Unsweeten v.门把门把把把装成罐头装成罐头柚子柚子冷藏冷藏,冷冻保藏冷冻保藏咸肉咸肉烤面包片烤面包片橘子酱橘子酱选择选择使甜使甜,变甜变甜去糖去糖page 232024/9/6PresentationButton n. Room ServiceDoorknob Menu Mark DownCanned or FrozenSoft-boiled eggA selectionStraight away按纽房内用膳挂门餐盘,早餐门把手菜单记下,写下罐头或冰冻的软心煮蛋许多,各种各样立刻page
19、 242024/9/6PresentationExercise 1: Match the expressions on the left with the best meaning on the right.1.-freeze a. a type of jam made with orange, lemon, etc.2-marmalade b. marmalades and jams 3. -canned c. preserved by putting in closed metal container without air4. -preserve d. to preserve or be
20、 preserved by means of very low temperatures 5. -sausage e. a thin edible tube of animal skin filled with meat, bread, spices, etc.page 252024/9/6PresentationExercise 2: Complete the following sentences with appropriate words and expression given. Selection Mark down Consomme Grilled Room service Wh
21、y dont you try the _,madam? Its really very good.We have a good _of juice for you to choose, orange juice, grapefruit juice, apple juice and so on.What would you prefer, _ sausage or steak?page 262024/9/6Presentation4. _ is always provide by Food and Beverage Department instead of Housekeeping Depar
22、tment in the hotel. 5. Remember to _the time immediately when the guest tells you when he would like his breakfast in his room tomorrow morning.page 272024/9/6Presentation1. Functional Sentences接听预定电话接听预定电话Room Service. Can I be of your assistance? Room Service. May I help you ? Room Service. Li Hon
23、gs speaking. Can I help you?Room Service. What can I do for you ?page 282024/9/6Presentation询问客人想点什么询问客人想点什么May I take you order now, sir?Could you tell me your order now, sir?What would you like, madam?What would you prefer, Mr. White?What would you like, sir?What kind of breakfast would you like?W
24、hat kind of juice would you like?What kind of chicken would you like, grilled or fried?page 292024/9/6PresentationTea or coffee, please?Is it bacon, sausage or ham?Is it orange juice or grapefruit juice?Is it soft-boiled egg or hard-boiled egg?page 302024/9/6Presentation 送餐时间送餐时间 It will take ten mi
25、nutes to prepare.It will take ten minutes to send to your room.It will take only five minutes to send to your room.It will be set up to your room immediately.Well bring it up right away.The dish will be sent to your room within 15 minutes.page 312024/9/6Presentation放餐位置Where shall I put your breakfa
26、st, sir?Where would you like me to put your dish, sir.May I put it here, madam?询问房间号May I have your room number/name, sir?Could you tell me your room number, madam?Your room number, please?page 322024/9/6Presentation请客人签名May I have your signature, sir?Could you please sign your name here, Mrs. Smith
27、?Could you please sign your bill, Mr. Smith?真诚帮助Is there anything else I can do for you, sir?Please let us know if you need any help.What else can I do for you, Mr. Smith?page 332024/9/6Presentation2. Answer the following questionsa.How would you introduce room service to your guest?b.What would you
28、 say to tell your guest how to use the doorknob menu in the hotel?c.Youre working in the room service section. When the telephone rings, what would you say ?d.When the guest tell you youd like to have some food and drinks in his room, what would you say then?e.If you want to know when the guest woul
29、d you like his breakfast ,what would you say?page 342024/9/6Presentationf. When taking orders on the phone =,you have to write down the guests room number, what would you say?g. Youve brought the food to the room and have to ask the guest where to put it. What would you say?h. You have to ask your g
30、uest to sign his ill before you leave the room. What would you say?page 352024/9/6PresentationExercise 1: Listen to the short dialogues. Fill in the blanks. Then practice with your partner.Dialogue 1Staff: Good afternoon. Room Service. _? Guest: Could you send up some fried chicken fries and.Staff:
31、Certainly, sir._? Please.Guest: Room404page 362024/9/6PresentationDialogue 2Staff: Good morning. Room Service. Lauras speaking. Can I _service?Guest: This is room 200,Wed like two roast beef salads, please, and one hamburger. Staff: _, please?Guest: A bottle of red wine, your house wine, to go with
32、it.Dialogue 3Staff: May I _now, please? Guest: A bottle of wine, one grilled sausage and two chefs salads, please.Staff:_, please?Guest: About 6 oclock this afternoon.page 372024/9/6PresentationDialogue 4Staff: _.please?Guest: Id like the tomato soup, followed by the roast duck, please.Staff: _20 mi
33、nutes to prepare.Guest: Then can I have it in half an hour. Staff: Thats fine.page 382024/9/6PresentationDialogue 5Guest: Good evening. Id like you to get me some hard boiled egg and a glass of milk.Staff: Certainly, sir_,_?Guest: No, thanks.Staff: Well _ to your room right away.Dialogue 6Staff: Goo
34、d morning, sir. Heres the breakfast youve ordered. _ here?Guest: Oh, yes, just put it on the desk.Staff: Would you please_?.Guest: Yes, of course. page 392024/9/6PresentationExercise 2: Listen and fill in the missing information.Room Service OrderRoom Number Orderpage 402024/9/6PresentationExercise
35、3:Listen and fill in the blanks.Staff: Good morning. Room Service._?Guest: Good morning. _.I would like to have an American breakfast in our room.Staff: Certainly, madam_? Guest: Oh, I think the grapefruit, please. .Staff: _? Guest: Fried , I think.Staff: _? . Guest: sausage, please. Oh, and tea.Sta
36、ff: _? ,. Guest: No, I think the toasted bread.Staff:_.Guest: How long will it take?page 412024/9/6PresentationStaff:_.Guest: Thatll be fine, thank you .Staff: _. .page 422024/9/6PresentationExercise 4: Complete the dialogue orally with the Chinese prompts.Staff: _? (早上好. 房内用膳,能为您效 劳吗?)Guest: Will y
37、ou please send breakfast to my room?.Staff: _? (当然可以 ,请问哪个房间?)Guest: Its 120Staff: _? ( 请问想吃点什么?) Guest: Ill have fresh orange juice and some oatmeal, please.Staff: _. (还要点别的吗?)Guest: And coffee.page 432024/9/6PresentationStaff: _( 就来一份吗 ?) Guest: Yes. How long do I have to wait? Staff:_.(我们马上 送到您房间
38、)page 442024/9/6PresentationExercise 5: Role PlaySmith先生住218房间,他打电话到房内用膳部,要订一份大陆式早餐(Continental breakfast).他想要喝一杯橙汁、一份蔬菜沙拉、一杯咖啡、一份奶酪蛋卷(a cheese omelet)及酸奶(yoghurt),你是当班服务员,接到这个电话该如何处理?请和你的搭档准备这个对话，并在班上表演.Smith先生住218房间,他打电话到餐饮部询问如何订明天的早餐,他希望送餐进房,服务员李芳接的电话,建议他使用门把早餐预定或直接拨6和房内用膳部联系请和你的搭档准备这个对话，并在班上表演.你
39、是餐饮部服务员王丽,你将客人预定的饮料送进客房,其中有两份加冰块的威士忌(two whiskies on the rocks)、一份朗姆酒(one rum)及一杯橙汁,客人名叫John Smith,临走请客人签单.请和你的搭档准备这个对话，并在班上表演.page 452024/9/6PresentationRecommendation of Food and Drinks准备菜单，推出餐厅“今日特选”及宴会菜单确认时，我们 常常需要向客人书面推荐餐厅的特色菜肴及饮品。推荐主要包含以下内容：l Name of dish 菜名lIngredients 主配料lMethod of cooking 烹
40、饪方法lFlavor 口味lHow to serve 如何装盘，上菜page 462024/9/6PresentationlStyle (Cuisine) 菜系lDifference from other (when needed) 特别之处，特色page 472024/9/6PresentationPeking roast duckPeking duck gourmets are unanimous that this dish is best in Beijing. The raising of duck is called “tianya”(tian means stuffing). S
41、pecially prepared feed is provided at regular intervals so that they will gain more flesh and fat. Ducks are roasted whole, preferably cooked over a fire of Chinese palm wood. The ducks are roasted in such a way that the skin becomes crispy brown and the flesh juicy and tender. Peking Roast Duck is
42、the most famous dish in China and also one of the exceptional delicacies in the world. Were sure youll find it delicious.page 482024/9/6PresentationShuang Yang RouSince it is a Mongalian dish, only small lambs from inner Mongolia are used. Mutton is sliced wafer thin and is cooked in a pot of boilin
43、g water. The mutton is then dipped into a delicious sauce containing soy sauce, pepper, ginger, red pepper oil, sesame seed oil, sesame seed paste, preserved bean curd and spring onion, and tastes tender and juicy. This month the chef recommends this dish. Its our speciality.page 492024/9/6Presentat
44、ionExercise: Try to recommend one or two of the specialities served in your restaurant.page 502024/9/6PresentationRoom ServicePre-reading questions:1) Which department in Room Service Section responsible to?2) What is the procedure for taking a room service order?page 512024/9/6Presentation Room ser
45、vice is the service of food or beverages in guests room in hotel or order accommodation establishments, such as motels or serviced apartments. In all-suite hotels it is often referred to as “in-suite service”. In establishments of any size there is usually a specialist Room Serviced Department respo
46、nsible to the Food and Beverage manager. Room Service Department must work closely with the Kitchen, Front Office and Housekeeping departments to make sure that the standard of service satisfies, or more than satisfies, guests expectations. Hotels are often judged, as much as anything else, by the s
47、tandard of thepage 522024/9/6Presentation room service they provide. A five-star property will be expected to provide room service for at least 18 hours of the day, if not all hours of the day and night, and that service must at all times be friendly, quick and efficient. Most room service orders ar
48、e given by telephone. The telephone is therefore the first point of contact with room service staff and good telephone technique is vital in creating that all important favorable first impression. The person answering the telephone must have a good knowledge of the menu and a professional telephone
49、manner . The telephone must be answered quickly. Thepage 532024/9/6Presentationbenchmark for a five-star hotel is no more than three rings before it is answered. Then pay special attention to the greeting, introduction department and self, use of the guests name. These can be achieved by an answer o
50、n these lines: “Good morning. Mr. Stephens. This is Room Service Mark speaking. May I help you ?” The use of guests name has the advantage of ensuring that the items requested are delivered to the right guest and charged to the right account as well as making the guest feel known and valued. Continu
51、e to use the guests sure name at all stages of room service. After greeting the guest and confirming his or her name, continue as follows:page 542024/9/6PresentationlWrite the order down carefully on an order docket as you speak to the guest. Dont forget to record the room number- -often forgotten!l
52、Always seek opportunities to “up-sell”，that is to use suggestive selling techniques to increase the value of the order.lBe flexible and helpful is the guest requests items not on the menu.lRepeat the order to the guest, clarifying and doubtful details.page 552024/9/6PresentationlTell the guest appro
53、ximately how long it will take for the order to be delivered. It Should not be more than 30 minutes.lCheck that all the details (including the room number) are correctly recorded on the docket. Include the time that the order was taken.lEnter the order in POS.lPromptly distribute the order to the ap
54、propriate personnel both in room service department and in other departments if necessary, most obviously the kitchen.page 562024/9/6PresentationExercise 1:Translate the following into Chinese.The accommodation establishmentsAll-suite hotelThe kitchenStandard of serviceThe guests expectationA-five s
55、tar property First impression BenchmarkAn order docketSelling techniquesThe doorknob docket page 572024/9/6PresentationExercise 2: Answer the following questions briefly.1.What is room service?2.Whats the relationship between room service section and other departments?3.Why should room service staff use guests names when speaking to them?
