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1、学习情境三：客房服务英语,学习任务: 提供用品服务,Name : Vivian Job: room attendant Responsibility: To check the hotel rooms and offer supplies on guests requests,Contents,Working Procedures 工作程序,2,Working Knowledge 工作知识,3,Hotel Task 酒店任务,4,5,Words and Expressions,6,Activity,Learning Objectives 学习目标,After finishing this ta
2、sk, you should be able to： Understand the guests requests. Offer room supplies to the guest.,Working Procedures 工作程序,Listen very carefully to get what kind of service the guests need. 了解客人所需要的服务 Satisfy the guests need. 提供相关服务 If the service needed cant be offered, explain the reason politely and pa
3、tiently. 如无法提供服务，礼貌地说明原因,Working Knowledge 工作知识(1),Hotel Service 酒店配套服务,Working Knowledge 工作知识(2),Hotel Service 酒店配套服务,附加服务 洗衣服务Laundry 美容服务Hairdressing 旅游服务Tourism 儿童看护服务Baby Service 机场接送服务Airport Shuttle 图书借阅服务Book Rental Service 擦鞋服务Shoe-Cleaning Service 按摩服务Massage Service 桑拿服务Sauna Service,Hote
4、l Task 酒店任务,Suppose you are Vivian, now youre going to offers the guest supplies. Please perform the task according to the hints below with your partner.,角色A: 你是Mrs. Blackman, 住在2505室, 你要求客房服务员帮你把手提电脑连接上网。 角色B: 你是Vivian，你为客人解决问题。,Words to know,声音,Useful expressions,1. Offering things on request 根据客人
5、要求提供物品 (1) Ill have someone bring the chairs right away. (2) Ill get it for you immediately. (3) Can you bring two more towels? 2. Explaining baby-sitting service 解释育婴服务 (1) Our baby sitters are experienced and reliable. (2) We charge 40 yuan for an hour a minimum of three hours. (3) Well send you a
6、 conformation form for you to sign.,声音,声音,Useful expressions,3. The usage and replenishment of mini-bar. mini-bar的使用和添加 (1) Id like to have some Sprites and Cokes in my mini-bar. (2) Do you have any orange soda/iced tea/lemonadeavailable? (3) Which brand would you prefer?,声音,Activity,1. Look into th
7、e dictionary and find out the expressions of the following words. Then read them to your partners. 通过查阅英语词典，写出下列物品的单词。,Activity,2. Look at the picture, try to translate the instructions of the safe into Chinese.根据图片所示，把英文提示翻译成中文。,To close Enter 3-6 digit code of your choice Press # button To open En
8、ter your pre-selected code Press “*” button,Activity,3. Classify the following sentences into two groups.把以下句子分成两组，并写在表格的相应位置。,If you do this again with the new password, youll change it. Id like to use the safe. Let me try it. Let me show you how to use it. How can I open it? Enter 3-6 digit code o
9、f your choice. Then press “#” again, so you can lock it. Enter your password, press “*” and you will open it. How can I change your password?,Activity,Activity,清理房间基本礼仪 如门上有“请勿打扰（DND）”的字牌，则不应进房。 进房前一定要先按门铃，或轻敲房门，即使是空房也应如此，以防房内有客人。 如果客人在房间，则应礼貌地问好，询问客人是否可以清理房间（Housekeeping. May I clean your room now?）。 不要触摸客人的贵重物品，也不要随意移动客人的物品，必要时需先征得客人同意（May I move that?）。,Hotel tips,Thank you！,