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Chapter 15

Chapter 15. Personalized Housekeeping Service. Turn down service. Child care service. Part I Dialogues Part II Vocabulary Study Part III Listening and Speaking Part IV Practical Writing Part V Feature Reading. Dialogue 1 Turn-down Service.

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Chapter 15

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  1. Chapter 15 Personalized Housekeeping Service

  2. Turn down service

  3. Child care service

  4. Part I Dialogues • Part II Vocabulary Study • Part III Listening and Speaking • Part IV Practical Writing • Part V Feature Reading

  5. Dialogue 1 Turn-down Service • Context: In the late afternoon ,the room attendant knocks at the door of a guest room. She is going to offer the routing turn-down service. • Pre-listening questions: • What is turn-down service ? • Which bed would the guest like to use? Guest: Who is it ? Staff: It’s the room attendant .May I come in ?

  6. Guest: Yes, please. Staff: Good evening, Mr. Beale. I’m not disturbing you . Can I do the turn-down service for you now? Guest: Oh , good. I guess you need to clean up the bathroom . I have just had a bath. Staff: Sure , I will. Do you mind me drawing the curtains? Night is falling. Guest: Yes, go ahead please. And urn on the lights, will you? I’m going to read today’s evening newspaper. Staff: All right ,sir. By the way, which bed would you prefer to use for the night ? Guest: Well , I’d like the one by the window. Staff: OK , let me make the bed for you. Guest: Thanks. One more thing, could you bring in some

  7. drinks and crackers? No more in the minibar ,you see. Staff: Yes, I’m about to check the minibar and refill it . Besides , I have also brought some fresh fruit for you, including strawberries. Guest: That is so kind of you .I love strawberries very much , you know . Staff: I’m glad you enjoy them.

  8. Dialogue 2 Attending to the Guest Returning from Sightseeing • Context: Mr. Beale has just returned from sightseeing . • The room attendant offers services for him. • Pre-listening questions: • What does the guest want for drink? • 2) What else does the guest request?

  9. Staff: Did you have a good time sightseeing this afternoon, Mr. Beale? Guest: Yes ,I had a wonderful time looking around . The city is so marvelous! Staff: You look a little bit tired, Mr. Beale. Guest: Yes, a bit . But just lie down and relax a while. Staff: May I get you a drink? Guest: Yes ,please.

  10. Staff: Tea or coffee? Guest: A cup of decaf ,please. Staff: Would you like any refreshments ,too? Guest: Eh, some sandwiches would be fine , I think. Staff: OK, a moment ,please. Guest: By the way ,could I have some blanket? It is a little bit cold at night . Staff: No problem ,sir. Anything else I can do for you? Guest: So far so much. Sorry for the trouble. Staff: With pleasure. I’ll be back right away.

  11. Dialogue 3 Handing Computer Problems • Context: Mr. Beale’s laptop computer has stopped • working in the guest room . He called the • Room Center for help. • Pre-listening questions: • What might be the problem with the computer? • Where could the guest have his computer fixed?

  12. Staff 1: Good evening .Room Center. How may I help you? Guest: Yes, I don’t know why my computer ,which I have just bought ,stopped working. Would you please have someone come over my room right now? Staff 1: May I know your room number, please? Guest: 1108. Staff: Yes, Mr. Beale. You said you have problem with your computer. I’ll call the Engineering Department. The electrician will come your room very soon. (Knocks on the door)

  13. Staff 2: Engineering . May I come in? Guest: Yes, please. Staff 2: What is the matter with you computer, sir? Guest: I was accessing on the web ,but suddenly my computer crashed, and however I messed with it, it refused to work skill. Staff 2: Let me have a check. Have you connected with the electrical outlet? Guest: Yes. Staff 2: Oh ,I remember ! I heard a kind of computer virus attacked the networks last night. Guest: Really? It’s an evil day, last day. Staff 2: Have you installed the anti-virus software in your computer?

  14. Guest : Not yet. Staff 2:Your computer might have been hit by the virus. Guest : Can you help me solve the problem? Staff 2:I’m afraid we couldn’t . I suggest you have it fixed in the local computer repair shop.

  15. Dialogue 4 Revising Child Care Service • Context: Mr. Beale calls the Room Center to hire a • babysitter to take care of her litter son. • Pre-listening questions: • According to the hotel policy, what is the minimum • time of babysitting service? • Who will check the details with Mrs. Beale as regards the child care service?

  16. Staff: Good afternoon. Room Center. How may I help you? Guest: I’d like to know if you could find me a babysitting to take care of my little son Tony. Staff: Yes, our specially trained staff can offer child care service. Guest: That’s good. Staff: But we don’t take care of children under 18 months old. May I know how old is your son madam?

  17. Guest: His second birthday is only a week away. Staff: We charge RMB 40 for the service by an hour, for a minimum of one hour. Guest: Quite reasonable. Staff: For how many hours do you need the service? Guest: Well, I have to leave at 5:30 p.m. and return until midnight. Staff: OK, that’ll be about 6 hours. Your room number madam? Guest: 1206,the name is Mrs. Beale.

  18. Staff: Yes, Mrs. Beale.The housekeeper will go to your room and check through the details with you. Guest: Thank you for your help. Staff: We are always at your service.

  19. Vocabulary Study Draw the curtain Go ahead Make the bed Cracker n. Minibar n. Strawberry n. Sightsee v. Decaf n. Refreshment n. Sandwich n. 关闭窗帘 请继续 铺床 饼干 客房小酒吧 草莓 观光 （脱去咖啡因的）咖啡 点心 三明治

  20. 毯子 过来 工程部 电工 获取（数据等） 崩溃（计算机用语） 电源插座 病毒 安装 杀毒软件 Blanket n. Come over Engineering Department Electrician n. Access v. Crash v. Electric outlet Virus n. Install v. Anti-virus

  21. Babysitter n. Minimum adj. Detail n. (临时照看婴幼儿的)保姆 最少的,最低的 细节,详情

  22. Exercise 1: Match the expressions on the left with the best meaning on the right. • -----decaf a. to set in position and connect or just adjust • for use • 2.-----refershment b. a person who takes care of babies or • children while their parents are out ,esp. in • the evening • 3. -----access c. coffee with no caffeine • 4. -----install d. a snack or light meal and drinks • 5. -----babysitter e. to obtain (stored information) from a • computer

  23. Exercise 2: Complete the following with words or expressions from the dialogues. • When the night is falling, the room attendant should offer the t----- ----- to the guest. • The room attendant should check up whether there are still enough drinks and refreshment in the m-----. • In order to avoid being hit by the virus, a computer should be install with a----------.

  24. 4. There is some specially trained staff in some fine hotel who can act as a b-------- to take care of the child for guests when they are out . 5. When receiving the request for the child-care service, the room center should make it clear that there is a m---- -- service hour.

  25. 1. Functional Sentences 介绍房间的设施及客用品 This is The minibar The remote control The safe` The broadband Internet hook-up The HAVC control

  26. 告知设施及客用品使用方法 Insert the key card for electricity. Push the button if you don’t want to be disturbed. Hang the “DND” sign outside on the doorknob when you are sleeping . The electrical current in your room is 220 volts. Pull up the faucet value, then turn it to the left and the heated water will run out.

  27. 解释服务项目 I \sb. will turn on \ down\ up\ off the air-conditioning\ heat bring in some fresh towels The bellboy …bring the cot right up The housekeeper …go to your room and check through the details with you

  28. 敲门叫醒服务 It is the time you asked us to give you a call you would like to be woken up your group leader asked us to wake you up

  29. 询问客人是否或何时需要服务 When would you ? need it like those done for you Can \ May I? Would you like (me to ) ? Make the beds for you now or do you wish to be done later Get you a drink Any refreshments, too

  30. 向客人介绍收费标准 We charge for RMB 40 …child care service by hour, for a minimum of one hour RMB 20 …using our broadband Internet for 20 minutes

  31. 帮助客人解决困难 I \sb. will call the engineering department send for the plumber send what we can do for you The electrician …come to your room very soon Maintenance …be in your room in next ten minutes He … deal with it at once

  32. 2. Answer the following questions • What would you say to the guest when you are doing • the wake-up call service by knocking at the door? • What would you say after the guest tells you the temperature is low in the room? • What would you say if the guest dose not want to be disturbed in the room? • d. What would you say to tell the guest about the charge of child care service? • e. What would you say to the guest who wants clean towels in the room?

  33. Exercise 1: Listen to the short dialogues. Fill in the blanks. Then practice with your partner. Dialogue 1 Staff: What is ,please? Guest: It is . Staff: Thanks. And where is the ? Guest: There is a post and telegraph service on the ground floor, ?

  34. Dialogue 2 Staff: I’m the room attendant ,sir. Let me to you . Guest: I would appreciate that. Staff: for the air-conditioner. Turn it clockwise to adjust the temperature. And you can from the mini-jar . Guest: Good. Dialogue 3 Guest : Is there any Internet hook-up in the room? Staff : Of course. It is just Guest : How do you of the Internet ? Staff : We offer broadband Internet service .It

  35. Dialogue 4 Staff: I’m from the .When did it fail to work? Guest: When I came back from outside. Staff: Let .The plug is loose from the outlet. Now the TV ,please. Guest: It is all right now. What efficient work!

  36. Dialogue 5 Guest : Would you ? Staff : Certainly ,madam. We have very good babysitting service. Guest : What is Staff : It is RMB 45 per hour, for hours. Dialogue 6 Guest : Where ,please? Staff : There is a flower shop just round the corner. Guest : Could you ? I’m waiting for a call from one of my Chinese friends. Staff: .What flower do you want to buy?

  37. Exercise 2: Listen and fill in the missing information. Wake-up Call Time: Weather: Temperature High: Temperature Low: Breakfast: Opening Hour for Restaurant:

  38. Exercise 3:Listen and fill in the blanks. Staff: It is ,Mr. Colgate .It is the time you asked me to . Guest: Oh ,yes .Thank you . Staff: Did you ? Guest: Yes ,very well. I . Staff: Shall I open the window for you? Guest: I hope you wouldn’t do that. It is this morning , isn’t it? Staff: Yes ,a little bit. Guest: what the weather will be like tomorrow. Staff: tomorrow in Beijing .The temperature to . Guest: Is it time for breakfast ?

  39. Staff: Yes. The restaurant . Would you like to have breakfast in you room? Guest: That would be very nice. ,would you? Staff: OK. ,sir? Guest: No ,I don’t eat much. I’m . Staff: All right. .

  40. Exercise 4: Complete the dialogue orally with the Chinese prompts. Staff: (我是客房服务员.我能进 来吗?) Guest: Yes, please. Staff: .(晚安.我现在能为您开夜 床吗?) Guest: What do you mean by that? Staff: ( 开夜床就是将床罩那走,将 毛毯四各角折好.此外,我还会为您拉上窗帘,打开几 盏灯.) Guest: How nice. What then? Staff: (我将清理浴室并将那些干净 个毛巾和刚烧好的热水来.) Guest: Oh, I see .But I’m having some friends over now . Would you come here to do the service in two hours?

  41. Staff: (行.请按下床头柜的遥控器上的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.)

  42. Exercise 5: Role Play 客人听说附近有一个很不错的市场,专门卖棉纺衣服.他\她正在问一个客房服务员去那里的路怎么走.服务员告诉他\她那是一个叫”轻纺中心”的市场,它离酒店很近.客人问是否能步行去.服务员建议乘754路公共汽车去,只许15分钟,在长风公园下车.客人要求服务员在地图上给他\她指一下. 傍晚时分,客房服务员来到客人房间进行客房晚间整理,客人问什么是开夜床服务.服务员向客人说明该项服务的内容.客人要求添加小食品,浴袍,报纸等服务.客人同时还问能否添两把椅子,因为他\她有几个中国朋友今晚要来造访.他\她还要求服务员到时端四杯咖啡进来.服务员一一应允.

  43. Lost and Found 在饭店范围内捡到失物而又不知道失主是,应书写失物招领启事,通告于饭店公共区域.失物招领启事一般写的比较简单,讲明遗失物品名称和特征,并留下联系电话号码,不需要使用完整的句子.

  44. Lost＆Found A man has picked a wrist watch in the hotel restaurant and turned it over to Front Desk .The owner of the wrist watch may go there to claim it ,bring his or her passport. 23March,2005 Room Center

  45. Exercise:有人在饭店大堂捡到一只金戒指,交到失物招领处,失主需带护照前去房务中心认领,请你代房务中心写一张失物招领启事Exercise:有人在饭店大堂捡到一只金戒指,交到失物招领处,失主需带护照前去房务中心认领,请你代房务中心写一张失物招领启事

  46. Modern Technology in Hotel Rooms • Pre-reading questions: • Can you list some of the high-tech amenities in a hotel room? • How can a hotel solve guests’ computer-related problem ?

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