Hotel EnglishProject 1 Guiding the Guests to their RoomsWord格式文档下载.docx

Hotel EnglishProject 1 Guiding the Guests to their RoomsWord格式文档下载.docx

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●accompanytheguesttotheFrontDesk

●accompanytheguesttotheroom

●introducefacilitiesandservices

●introducetothegroupguests

Project1GuidingtheGueststoTheirRooms

lobby_____

lift_____

corridor_____

dininghall_____

1.bathtub

a.热水壶

2.washbasin

b.衣橱

3.toiletbowl

c.床头控制开关

4.switches

d.抽水马桶

5.mini-bar

e.空调调节器

6.closet

f.有线电视

7.thermosbottle

g.迷你型冰箱

8.keycard

h.浴缸

9.cableTV

i.洗手池

10.airconditioncontrols

j.钥匙牌

a.Whatarethedutiesofafloorattendant?

b.Whatshouldyoupayattentiontowhenyoushowgueststherooms?

c.Howtobehaveveryformallyandpolitely?

NewWords

roomdepartment客房部 

floorsupervisor楼层主管 

roomattendant客房服务员

extensionnumber分机号码

brochure小册子

dataport网络端口

transformer变压器

socket插座

keytag钥匙板 

Thehousekeepingdepartmentmustbethemostimportant.Ithasthegreatestproportionofstaffinghourstocover,themoststaff,themosthourstocoveranditisacostcenter.Unliketherestaurantandbar,whicharerevenuecenters,andaslongastheyarenotoverstaffed,themorestaffyouhavethemorerevenueisgenerated.Thehousekeepingdepartmentisalsotheonethecustomersnoticemostifanythingiswrong.Youhavetohavetherightnumberofstaffonduty.

Thehousekeepingdepartmentcanhavethefollowingstaff:

housekeeperandassistanthousekeeper,roommaids,cleaners,staffmaids,cloakroomattendants,houseporters,valets,laundryandlinenkeeper.Thestaffhoursofcoverdependonthehotelandtypeofcustomers.Thestaffneedtobescheduledaccordinglyandinaratiotothenumberofguestsstayinginthehotel.Fortunately,mostpeoplebookaheadandtheworkloadisknownwellinadvance,especiallyduringpeakperiods.

TheHousekeepingDepartmentisresponsibleforcleaningguestroomsandpublicareassuchasthelobby,publicrestrooms,meetingrooms.Itisalsoresponsibleforperformingspecialrequestsandsometimesmaintainingoutsidegrounds.ItistheHousekeepingDepartment’sresponsibilitytokeepasmanyroomsavailabletonewguestsaspossible.TherelevantinformationmustbeconveyedtotheFrontDeskinaninstant;

otherwise,asalemightbelost.Asamatteroffact,ahotel’sincomedependslargelyonthenumberofroomsoccupiedatanygiventime.Inalargehotel,cleaningpublicroomsisnearlya24-hourjob.Thelobbymustbekeptcleanallthetimeforitgivestheveryfirstimpressiontotheguest.Publicrestroomalsoneedtobekeptspotlesscleanalldayintothenightuntilalltherestauranthaveclosed.Withchangesofmodernlife,theHousekeepingDepartmenthasalsoundergonechanges.Itsjobisnolongerjustcleaningtherooms.ItisalsoresponsibleformoreglamorousthingssuchasinteriordecorationandarrangingfreshflowersforVIPs.SomeotherspecialrequestshandledbyHousekeepingDepartmentincludeloaningbabycribsandhairdryers,etc.Besides,itisalsoinchargeoflostandfounditems.

□Cleaningguestroomsandpublicareas.

□ReportingavailableroomstotheFrontDesk.

□Providingspecialservicestoguests.

□Keepingkeycardsforguests.

□Safeguardingthepropertiesofguests.

□Takingresponsibilityforlostproperty.

□Maintainingandrepairingthefacilities.

□Dealingwiththecomplaints.

各位好，现在我给大家讲解一下楼层服务人员引领客人时应该注意的几点：

1.接过客人的房间钥匙，帮助客人提拎行李。

2.如客人的房间在走廊的左侧，则服务人员应在客人的右前方引领；

如客人的房间在走廊的

右侧，则应在客人的左前方引领。

3.引领的过程当中如遇拐弯、上下楼梯，则应停下向客人伸手示意。

4.在房门前，放下行李，先敲门，然后用钥匙打开房门，请客人先进入客房，然后服务人员提行李进入。

5.进房后应征求客人意见摆放行李。

6.向客人简单介绍房间设备，并告知客人如有需要可用电话通知楼层服务台或客房服务中心。

7.向客人道别并祝客人在酒店生活愉快。

8.退出房间应面朝房内将门轻轻带上。

strenuous繁重的，艰苦的

punctual准时的

transient临时的

reliable可靠地

trustworthy值得信赖的

observant敏锐的

adaptable随和的

tactful机智的

Roomattendant（A）:

Goodafternoon,sir.Welcometoourhotel.Iamyourroomattendant.

Guest（G）:

Goodafternoon.

A:

IsthereanythingIcandoforyou?

G:

Yes.Wouldyoupleaseshowmetomyroom1216?

Certainly,sir.Pleasecomethisway.Yourroomisalonghere.

（Afterawhile）

Hereweare.MayIhaveyourroomkey?

Sure.Hereitis.

Ihaveopenedthedoor.Afteryou,please.

Thanks.

Thisisyourairconditioningcontrolunit.Letmeshowyouhowtouseit.

Isee.Thankyou.Hownicetheroomlooks!

Yes.ThisroomhasaviewoftheCentralGarden.

Bytheway,what’smytelephonenumber?

Theextensionnumberisjustthesameasyourroomnumber.

Isee.Howaboutthelaundryservice?

Mysuitneedswashing.

Youcandial2215forlaundryservice.Someonewillpickupyourlaundryimmediately.

Whereisthebrochure?

Ineedtoknowsomeavailableservices.

Itisinthedrawer.

Thankyou.Bye-Bye.

Mypleasure.Pleaseletusknowifyouneedanything.Enjoyyourstayhere.

Attendant（A）:

Goodmorning,sir.

_____________________________

Yes,sir.Pleasecomethisway.Hereisyourroom.Openthedoorafteryou.

Itisalittledark.

Ok,thankyou.Doyouknowwhenroomserviceisavailable?

A：

It’savailabletwenty-fourhoursaday.Youwillfindabrochurewithfullinformationinthefirstdrawerofthedresser.

G：

Ok,howaboutmytelephonenumber?

_____________________________

Thankyou.Hereissomethingforyou.（Givingtips）

No,thanks.Goodbye.

a.ShallIdrawthecurtainforyou?

b.Thetelephonenumberisjustthesameasyourroomnumber.

c.Goodmorning.Couldyoushowmemyroom302?

d.Iamalwaysatyourservice.Haveaniceday.Goodbye.

e.Thatisveryniceofyou.IsthereanythingIcandoforyou?

Welcometoourhotel.IsthereanythingIcandoforyou?

Well.Whereisroom510?

Wouldyoucaretowalkthiswayplease.

Thisisyourroom,sir.Pleasemakesurethekeycardisinsertedoryouwon’tbeabletoturnonthelights.

Itisalittlecoldhere.

Youcanadjusttheswitchofthecentralairconditioningsystemonthewallandchoosethetemperatureasyoulike.

Thanks.WherecanIgetsomedrinks?

Thereisathermosonthetreatable.Itisfreeofcharge.Thereisalsoamini-baroverthereandyoucanpickupwhateveryouwant.Thecostwillbeaddedtoyouraccount.

That’sgreat!

CanIusetheInternethere?

Yes.Everyroomhasadataportandyoucangetloggedtothenetanytime.

Thanks.Youareveryhelpful.

Youarewelcome.Ihopeyouwillenjoyyourstayhere.

Thankyou.Goodbye

Bye

laundryservice洗衣服务

dresser梳妆台

drawer抽屉

tips小费

keycard钥匙卡

insert插入

teatable茶几

freeofcharge免费

net网络

Questions：

Whatcantheguestdoifshedoesnotwanttobedisturbed?

Whenisroomserviceavailable?

Attendant:

Goodmorning.Iamyourroomattendant.NowIwillshowyoutoyourroom.CouldIlookatyourroomnumbercard?

Guest:

Certainly.Myroomnumberis1402.

Allright.Comethisway,please.MayIhelpyouwithyourluggage?

Ihaveopenedthedoor.Afteryou,please.

Pleasemakesureyourkeycardinserted.Letmeputyourluggageinthecloset.

Itisverykindofyou.

Youmustbetiredafterthelongjourney.Pleasehavearest.ShallImaketeaforyou?

Yes,youaresoconsiderate.Bytheway,Idon’twanttobedisturbed.YouknowIamtiredactually.

Justplacethis“PleaseDoNotDisturb“signoutsidethedoor.

Thanks.Canyoutellmewhentheroomserviceisavailable?

Itisonlyavailablefrom6a.m.to10p.m.everyday.

Oh,Isee.Hereisyourtip.

Thankyou.Thebrochureisinthefirstdrawerofthebesidetable.Youcangetinformationaboutourfacilitiesandservicesfromit.IsthereanythingelseIcandoforyou?

No,thanks.Bye-bye

Bye.Haveanicestay.

Exercise1

Staff:

Goodmorning.Welcometothesixthfloor.Iamyourroomattendant.

Goodmorning.___________________.Couldyoushowmemyroom?

Thiswayplease.

Hereweare.Letmeopenthedoorforyou.___________________?

Yes.Hereitis

Exercise2

___________________,Mr.Black?

Thisroomlooksverycomfortableandcozy.

Yes,itisfacingsouth.Youcanhaveagoodviewofthepark.IsthereanythingIcandoforyou?

No.___________________.

Exercise3

MayIshowyoutheroomfacilities?

Pleasebesuretoinserttheroomcardintheslot,otherwisethepowerwillbecut.Hereisourhotel’sServiceInformationBooklet.___________________.

Great!

Thankyou.

Exercise4

Thisisthepanelonthenightstandcontrolsthedifferentdevicesintheroom.___________________.

Yes,Isee.Doyouhaveasockethere?

___________________.HereinBeijingthevoltageis220V.

Exercise5

___________________.

（晚上上好.欢迎光临本酒店。

我叫刘杰，我是一名客房服务员。

）

Goodevening.WhereisRoom1260?

（请走这边。

Whenwillmyluggagearrive?

Sta