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1、,Module 2 Housekeeping,contents,Part 1 Showing the Room,Part 3 Laundry Service,Part 5 Personalized Housekeeping Service,Part 6 Dealing with Emergencies,Part 2 Cleaning the Room,Part 4 Room Service,Learning Objectives,Part 1 Showing the Room,Receiving guests is one of the major duties of a floor atte
2、ndant. He or she should greet guests as soon as they walk out the elevator and into the corridor. Then the room attendant should guide guests to their rooms and introduce facilities and services. At the same time, the floor attendant should make sure whether or not the guests need some requirements,
3、 and responds to them according to the hotel rules and regulations. At the end of this project learning, you should be able to Know how to guide guests to their rooms. Get familiar with facilities in the hotel. Master how to respond to guests requirements.,Warm-up,1. Guessing the meaning of the expr
4、essions and terms in English of Chinese with the help of dictionaries.,行李员,房卡,设施,机场交通车,床头柜,小册子,开关,温度调节器,衣柜,大堂行李搬运员,热水供应,变压器,吹风机,咖啡机,Extra-strong tea,Puer tea,Chrysanthemum tea,Jasmine tea,2. Discuss the following questions with your partners. What does a receptionist usually do in a hotel? What does
5、 a floor attendant do? Are you familiar with the room facilities in a hotel? Name some of them.,R= Room Attendant G=Guest G: Good morning, are you a room attendant? R: Yes, I am. G: Where is room 1008? R: It is along here. May I show you to your room? G: Yes, please. Here is my room key. R: May I he
6、lp you with your suitcases, sir. G: No, thanks. I can manage it. R: This way, please. (After a while) Here we are. G: Thank you. When will our baggage arrive? R: The bellman will take it up soon. G: OK. R: How do you like this room? G: Oh, it looks comfortable and cozy. I like it very much. R: The r
7、oom is facing south and commands a good view of Zhujiang River. G: Yes, how lovely it is! R: Here is your key, sir. Have a good time here.,Task 1 Guiding the Guest,*Sample conversation,1. Listening practice Listen to the dialogue carefully and write down what you heard. R: Would you like me to ? G:
8、Yes. R: Here, let me . G: Thats OK. R: OK. Follow me. The elevator goes to as well. G: What floor am I on? R: The 10th floor. Here we are. May I see your ? G: Here you are. R: Here is your room. Have a nice time. G: Thanks.,*Activities,show you to your room,help you with your bags,Ill take it myself
9、.,the gym and restaurant,key card,2. Role-play,Work in pairs： Mr. Green with 5 pieces of luggage has arrived at AIB Hotel, and has checked in. Bellboy is going to take Mr. Green to his room on 20th floor.,Complete the following dialogue according to the Chinese in brackets and then read it in roles.
10、 J=Jacky Doorman S=Stephen Brook Guest J: Good morning, sir. Welcome to our hotel. Ill show you to your room. (您有两个手提箱和一个背包).Is that all right S: Yes, thats right. J: (背包里有没有值钱的或者是易碎的物品呢?) S: Yes. There is a bottle of whiskey. J: Could you carry this bag, sir (我恐怕里面的物品会被我打碎). S: Sure, no problem. J
11、:Thank you. This way, sir. J: This is your room. (先生,能把您的钥匙给我吗 ) After you, sir. May I put your begs here S: Sure. Just put them anywhere. J: This room faces south. (先生,您对这觉得满意 吗) S: Yes, its nice. J: If there is anything we can do for you，please let us know. The extension for the front desk is “6”.
12、 S OK. Thanks.,3. Translation,You have two suitcases and one bag.,Is there anything valuable or breakable in your bag ,Im afraid the contents might break.,May I have your key sir,Are you satisfied with it, sir,Task 2 Introducing Room Facilities,* Sample conversation,H=Housekeeping Z=Mr. Zhang H: All
13、 right, Mr. Zhang, this is your room. I hope you enjoy your stay here? Is there anything else you would like to know? Z: Is there anything for me to drink? H: There are several brands of juice and cola in the refrigerator. Also, you can make tea. On the table, there are several tea boxes and a kettl
14、e. We have Extra-strong tea, Puer tea, chrysanthemum tea and jasmine tea. Well, there is also coffee in this room. Z: Im happy to hear that. And I prefer coffee. H: Well, there is a coffeemaker available in this room.,Z: Thats great. Thank you. And can I put any signs on the door knob if I want to a
15、ll by myself? H: Yes, you can. If you want to have a rest, you may hang on the knob of the door “Do not disturb” sign. And you can hang “Please clean room” sign; our room attendant will come in to clean up the room for you. Z: Thank you for telling me this. I guess thats it. H: My pleasure. Glad to
16、be of your service. If there is anything you want to know, feel free to ask me. Have a good rest.,1. Listening practice,Listen to the dialogue carefully and write down what you heard. C=Clerk G=Guest C: Good afternoon. Welcome to the ninth floor. G: Good afternoon. I have checked in. my room number
17、is 908. C: Here we are. Let me show you to your room. G: Thanks. C: Sir, may I introduce to you? Here is the and this is the . The is here and quilt is inside of it. Beside the wardrobe is the , and there is a in the wardrobe. G: How about the ? C: The television provides satellite channels plus pay
18、 movies, with TV channels in Chinese and English. G: Great. By the way, I need a shower after such a long flight. C: The bathroom is over there with . You can find soap, shampoo, toothpaste and toothbrush, , comb, , and shaving cream. If you have any , put it in the laundry bag. It will be picked up
19、 every morning. G: Thanks.,room facilities,light switch,temperature,adjuster,minibar,minisafe,TV programs,hot water supplied round the clock,shower cap,razor,laundry,Activities,Write down as many words as you can according to the following classification.,2、Vocabulary,Work in pairs Make up a dialogu
20、e based on the following situation and role play it to the class. Jacky is a bellboy, and Mary is a guest. Jacky shows Mary to her room and takes baggage for her. He also introduces the facilities in room.,3. Role-play,Model J=Jacky Bellboy M=Mary Guest J：Excuse me, madam. Im the bellboy. Do you nee
21、d any help M Yes. Can you show me where to deposit my valuable J：Sure. This way，please. The cashier desk is just over there. (The cashier is helping the guest with the deposit of valuable.) M Thank you. J：Please keep the receipt. Now shall I escort you to your room with your baggage M Ok. After you.
22、 J：Your room is on the fifth floor，isnt it M Yes, thats right. J：This way to the elevator, please. Let me take your suitcase. . M Good. It is facing a beautiful garden. J：Can I put the suitcase here，madam M Thank you. May I ask where the dining hall is J：We have two dinning halls on the third floor
23、and the ninth floor respectively. The former serves Chinese food and the latter western styled cooking. M Good. Pretty convenient. Thank you for the information. J：You are welcome. I hope youll enjoy your stay here.,Task 3 Room decoration,R=Room Attendant M=Mary Wang R: Good afternoon. This is room
24、attendant. Sorry to disturb. May I come in? M: Come in, please. R: I am sending the flower you ordered at the florist. M: Oh, thats good. Put them in the vase on the table. I will have some friends coming to visit me this afternoon. Can you contact the horticulturist? Asking them to send some plants
25、 here? R: OK. I will tell them later. M: Thank you. R: Glad to be of service, Miss. See you. M: See you.,* Sample conversation,Questions about the conversation,*Activities,What service does Mary Wang ask for?,Work in pairs Mr. Black is going to meet some old friends in his room, and hed like to ask
26、the room attendant to book some flowers to decorate his room. The room attendant is glad to do that for the guest, and ask for what kind of flowers Mr. Black likes, and when he needs them.,2. Role-play,* Sample conversation,Task 4 Adding Something,R=Room Attendant G=Guest R: Room service, May I come
27、 in? G: Yes, please. R: Good morning! May I clear your room now? G: I am a bit tied up now at the moment. R: What time would it convenient? G: Let me see. How about 5 oclock? R: OK. G: Could I have another blanket? Its a bit chilly in my room at night. R: OK. Ill get one for you. G: Also, could you
28、have one more pillow for me, please? R: Yes. Ill bring it when I bring your blanket. (After a while) R: Here are your pillow and blanket. Would you please sign this slip? G: Sure. Here you are. R: Thank you.,*Activities,1. Questions about the conversation What time would it be convenient for the Roo
29、m Attendant to clean up the room? (2) What did the guest ask for?,5 oclock,Pillow and blanket.,Work in pairs Miss Cage has a headache, and she needs some medicine, and some hot towels. The room attendant promises to bring them at once.,2. Role-play,Useful Expressions,（1）This way, please. （2）Could yo
30、u follow me, please? （3）Ill show you to your room. （4）Follow me, please. （5）Right this way. （6）How many in your group? （7）May I have your key, please? （8）Please give me your key. （9）Thanking you for coming all this way. （10）Come in, please. （11）Let me show you around. （12）Have you got a nice trip? （
31、13）Please make yourself comfortable. （14）Can I get you some tea? （15）Well take the elevator.,（16）Ill take it myself. （17）The elevator goes to the gym and restaurant as well. （18）What floor am I on? （19）How long do I have to wait? （20）How do you like this room? （21）We have both sauna and massage serv
32、ice in our hotel. （22）Insert the key card for electricity. （23）If you dont want to be disturbed, just place this “Please Do Not Disturb” sign outside the door. （24）Do you provide breakfast? （25）Would you like the curtains opened? （26）Ill be glad at your service. （27）If you want anything, just call t
33、he Desk. （28）I bought some take-away food just now. Is there anything I. can use to warm it? （29）There is one heater in each room, just on the table in the corner. You can use it. （30）Excuse me, I wonder if I can use the hair dryer in the room. （31）That is OK. But which kind is your hair dryer, a 11
34、0-volt one or a 220 volt one? （32）I am sorry we only support 220-volt appliances. But dont worry, you may find a transformer in the drawer under the table.,Word List,introduce vt. 介绍 switch n. 开关 adjuster n. 调节器 wardrobe n. 衣柜，衣橱 minisafe n. 小型保险箱 program n.节目 shaving cream n. 剃须膏,razor n. 剃须刀 chann
35、el n. 频道 cozy adj.舒适的 vase n.花瓶 convenient adj.便利的, 方便的 chilly adj.寒冷的, 冷淡的 pillow n.枕头 slip n.借条,Part 2 Cleaning the Room,Learning Objectives,Housekeeping department is one of the basic departments in a hotel. Its responsible for cleaning rooms and making them tidy and comfortable. Room attendant t
36、akes care of the housework in the room, such as making beds, dusting furniture, cleaning floors, washing the bathroom, replacing towels and washcloths, etc. At the end of this project learning, you should be able to Know how to clean the room according to guests requirements. Master how to do turn-d
37、own service. Memorize the useful expressions in room reservation Role play the dialogues,1 c 2 a 3 b 4 d,Warm-up,1. Match,Match each word or phrase in the column at the left with its meaning in the column on the right.,(1) Turn down service is a kind of service done by the department. laundry b. hos
38、pitality c. housekeeping d. tourism (2) In hotels the “DND” sign stands for . a. do not drop b. do not disturb c. do not delay d. do no diffuse,2. Choose the correct word or phrase to complete each sentence.,c,d,Complete the dialogue orally with the Chinese prompts. Staff: (我是客房服务员。我能进来吗？) Guest: Ye
39、s, please. Staff: ? (晚安。我现在能为您开夜床吗？) Guest: What do you mean by that? Staff: (开夜床就是将床罩拿走，将毛毯四个角折好。此外，我还会为您打上窗帘，打开几盏灯。) Guest: How nice. What then? Staff: (我将清理浴室并拿一些干净的毛巾和刚烧发的热水来。) Guest: Oh, I see. But Im having some friends over now. Would you come here to do the service in two hours? Staff: (行。请按
40、下床头柜遥控器上的DND键。只要您不关掉指示灯，没有人会来打扰。) Guest: Thank you. Staff: . (不用客气。我希望您度过一个愉快的晚上。),3. Translation,Housekeeping. May I come in?,Good evening. May I do the turn-down service now,For the turn-down service. Ill take away the bed-coverlet, fold the upper corner of the blanket. Besides, Ill drop the curta
41、ins together and turn on some lights.,Ill clean the bathroom and bring in the fresh towels and the just-boiled water.,Yes, of course. Please press the DND sign on the panel of the night stand. No one will come until you switch off the sigh.,You are welcome. I hope you will have a pleasant evening,Sa
42、mple conversation,Task 1 Cleaning the Bathroom,*H=Housekeeping G=Guest H: Housekeeping. May I come in? G: Yes, please. H: Good morning, sir. May I make up your room now? G: Thank you. But you see, we are having some friends here. Were going to have a party in the room. Could you come back four hours
43、 later? H: Certainly. G: Great. Would you tidy up a bit in the bathroom? Ive just taken a bath and it is quite a mess now. H: No problem, sir. Is there anything else I can do for you? G: No more. Thanks. H: Goodbye, sir.,Work in pairs A chambermaid comes to clean the room and the guest asks him to d
44、o it later.,2. Role-play,*Activities,1. Questions about the conversation Describe what the chambermaids responsibilities are.,Suggested answer: The responsibilities of a hotel chambermaid involve linens, cleaning, replenishing, reporting and customer service.,Translate the following into English (1)
45、 When would you like me to do your room, sir? _ (2) Its growing dark. Would you like me to put on the light for you?,3. Translation,先生，您想什么时候做晚床服务？,天色已经黑了，您需要我替您开灯吗？,* Sample conversation,H=Housekeeping G=Guest H: Housekeeping. May I come in? G: Yes. Come in, please. H: Sorry to disturb, miss. May I
46、 do the turn-down service for you now? G: Go ahead. Would you change the sheets for me? H: Yes, no problem. Is this all right? G: That looks fine. H: Its growing dark. Would you like me to draw the curtains for you? G: Why not? That would be so cozy. You did a good job. Thank you. H: You are welcome
47、. Im always at your service and do have a pleasant evening.,Task 2 Turn-down Service,*Activities,Questions about the conversation. Explain the following words in your own words. housekeeping turn-down service,Work in pairs Room attendant: Youre going to do down-turn service for the guest. You take every step on the guests request. Guest：You agree to do everything except clean the bathroom because you dont have taken a bath.,2. Role-play,Complete the following dialogue according to the Chinese in brackets and then read it in roles. J=Jane Housemaid S=Stephen Guest J： (Knocking t