Teaching Objectives 1 2 3 To have a good command of oral English of miscellaneous services To know...
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Teaching Objectives 1 2 3 To have a good command of oral English of miscellaneous services To know the procedures of miscellaneous services To know some
Teaching Objectives 1 2 3 To have a good command of oral
English of miscellaneous services To know the procedures of
miscellaneous services To know some terms on miscellaneous
services
Slide 3
Basic Information
Slide 4
Slide 5
The guest should ask for baby-sitting service 3 hours in
advance. The attendant should ask the time to take care of,the age
and habits of child,and special requests clearly. Hotel can not
provide baby-sitting service for children under 18 months. Basic
Information Baby-sitting service
Slide 6
Basic Information
Slide 7
Slide 8
Lost and Found Ticket
Slide 9
I.Laundry service ask whether the guest needs laundry service
or not. tell the place to leave the laundry. ask the guest to fill
in the laundry list. tell where to get the laundry list tell the
guest how to fill in the list (the number of the laundry, requests,
time to get back) tell the guest the time to send it back. when
sending the laundry back, ask the guest to check it. Service
procedure
Slide 10
II. Morning call service Greeting Ask time to wake up extend
wishes
Slide 11
How to Express . Laundry service 1. Excuse me Have you any
laundry 2. The laundry man is here to collect it 3. If you have any
please just leave it in the laundry bag behind the bathroom door 4.
Please tell us or notify in the list whether you need your clothes
ironed washed dry-cleaned or mended and also what time you want to
get them back 5. Could you send someone up for my laundry please 6.
Will the color run in the wash 7. When can I have my laundry back
8. But would you like express service or same-day 9. What if there
is any laundry damage 10. In such a case the hotel should certainly
pay for it
Slide 12
. Morning call 1. I wonder if your hotel has the morning call
service 2. So I would like to request an early morning call 3.
Would you like a morning call 4. What kind of call would you like,
by phone or by knocking at the door? 5. At what time do you want me
to call you up, sir 6. At 6 sharp tomorrow morning, please 7. Have
a good sleep How to Express
Slide 13
. Shopping for guests 1. What kind of fruit do you prefer,
apples or oranges? 2. How many of each? 3. Do you need some
refreshments and drinks? 4. Do you need some fresh flowers? What
kind of flowers would you like? 5. You need . Am I right? 6. I
think 500 Yuan is enough? How to Express
Slide 14
.Baby-sitting service 1. Does the hotel have a baby-sitting
service? 2. Our Housekeeping Department has a fine baby-sitting
service. 3. There are some spare time baby-sitters directly under
the Room Center. 4. They are all well-educated and dependable. 5.
The baby-sitters are well trained and reliable. 6. We have a very
good baby-sitting service 7. By the way, how do you charge?/How do
you charge for the service? 8. It costs 10 Yuan an hour, for a
minimum of 4 hours. 9. We will send you a confirmation form and you
will get more details. 10. We will send the baby-sitting up at
12:30
Slide 15
. Lost and Found 1. Hello, is that the housekeeping department
of the hotel? 2. I just checked out of room 322. 3. Im sorry to
hear that.would you coming with me to my office and tell me what
exactly happened? 4. Could you describe your bag in detail? I'll
keep a record. 5. Shall we check the room again? 6. Dont worry.
Well do our best to find it in the shortest possible time. 7. Could
you fill out the Lost and Found Form 8. You need to sign your name
on the Lost and Found Form. 9. We have checked out Lost and Found
List, but Im afraid your watch didnt appear on it. How to
Express
Slide 16
H = Housekeeper G = Guest H:Good morning.
Housekeeping._____________________? G:Yes, I have some clothes to
wash. ____________________________? Room 1603, Nancy Smith. H:Yes,
madam. The housekeeper will come soon. (Several minutes later) H:
Housekeeping. May I come in? G:Yes, Id like to have these clothes
sent to the laundry, please. H:Certainly, madam.
________________________________? Practical Operation 1 Fill in the
blanks to make a dialogue.
Slide 17
G: No. Where is it? H: Its in the drawer of the writing desk.
G: Oh, I see. Could you wait a few more minutes? Ill fill it out
now. H: ___________________ G: Done. This blouse should be washed
by hand in cold water or it might shrink, and I dont think the silk
dress is colorfast, so that youd better dry-clean it. H: All right,
madam. G: __________________________? H: Tomorrow afternoon around
4 oclock. G: Thats fine. Thank you. H: You are welcome, madam.
Practical Operation
Slide 18
Mr. Smith B asks the room attendant A how to have the morning
call service B Will you do me a favor, Miss A ______________, sir B
This is my first visit to China. I wonder if your hotel has the
morning call service A Yes sir Anyone who stays in our hotel can
ask for the service. _______________________? B Yes I must get up
earlier tomorrow I want to go to the Bund to enjoy the morning
scenery there You know this is my first visit to Shanghai People
say there is a marvelous view of a poetic yet bustling life at the
Bund just at dawn A That's true ___________________________?
Practical Operation
Slide 19
B: At 6 sharp tomorrow morning please A:
____________________________? B: By phone I don't want to disturb
my neighbors A: Yes sir I'll tell the operator to call you up at 6
tomorrow morning Anything else I can do for you B: No Thanks Good
night A: Good night sir. Have a pleasant dream
Slide 20
Role play Situation 1: The guest will attend a party this
evening. She asks the floor attendant about the babysitting
service. You help her to solve the problem according to the hotel
regulation. Practical Operation 2 Situation 2: A guest would like
to have a copy of China Daily every day. He asks whether the clerk
can buy him one. He also offers tips to the clerk.
Slide 21
Situation 4: Mr. Thomas who has just checked out is calling the
hotel about his missing wallet. The room attendant comforts him at
first,and then tells him to mail it as soon as possible. Role play
Situation 3: Mr. Roger will have a meeting tomorrow, his wife asks
attendant to have the suit dry-cleaned and asks for express
service. At the same time she requests for morning call service.
Practical Operation