《飯店服務(wù)英語》課件-模塊二 樓層服務(wù)

《飯店

英語》HotelEnglishHotelEnglish模塊二FloorAttendance

樓層服務(wù)教學(xué)目標(biāo)知識目標(biāo):了解客人的特殊需求技能目標(biāo):掌握客房打掃的技能情感目標(biāo):體會飯店實(shí)際服務(wù)工作的重要性熱愛自己的職業(yè)

教學(xué)重點(diǎn)1.掌握本單元的重點(diǎn)詞匯和實(shí)用表達(dá)2.掌握樓層服務(wù)的有關(guān)內(nèi)容和技能

教學(xué)難點(diǎn)能夠用英語來接待客人并為客人服務(wù)FloorAttendance

樓層服務(wù)MainPoints（知識要點(diǎn)）※Provideturn-downservice

開夜床※Generalcleaningforoccupancies

客房打掃h(yuǎn)ousekeeping['ha?ski:pi?]n.家事，家政，持家permission[p?(:)'mi??n]n.同意，許可press[pres]v.按，壓draw[dr?:]v.(drew,drawn)拉，拖pillow['pil?u]n.枕頭towel['tau?l,taul]n.毛巾painful['peinful]a.痛苦的sore[s?,s??]a.疼痛的massage['m?sɑ:?].n.按摩Ⅰ.詞匯UsefulExpressions（實(shí)用表達(dá)）Roomcleaning1)Whenwouldyoulikemetomakeupyourroom,sir/ma’am?2)Wouldyoulikemetocleanupyourroomrightnow,sir/ma’am?3)We’llcomeandcleanyourroomatonce.UsefulExpressions（實(shí)用表達(dá)）

Turn-downservice1)MayIdotheturn-downserviceforyounow,sir/ma’am?2)ShallIcomebacklater?3)ShallIdrawthecurtainforyou?4)MayIturnonthelightsforyou?5)CanImakethebedsforyounoworlater?6)Howwouldyoulikemetoarrangeyourpillow，loworhigh?

Eventhoughthesleepingroomsprovidethemajorsourceofincomeforahotel,aqualityfoodandbeverageoperationisoftenattheheartofvarioustypesofhotels.Thefoodandbeveragedepartmentisaveryimportantdivisioninahotel.Itisoftenoneoftheforemostincomeearnersforthehotel,whichcanaccountfortwofifthtoonehalfofahotel’sprofit.II.Introduction

Theprimaryconcernoffoodandbeveragedepartmentistoprovideappropriatefoodandbeverageserviceforguests.Alltheactivitiesinvolvedcanbedividedintothreeareas,namely,management,productionandservice.

Themanagementjobsinthedepartmentareessentiallyadministrative.TheyincludemainlythoseoftheF&Bmanager,F&Bcontroller,purchasingstewards,thestorekeepers,andthesubdepartments’head.

Thefoodandbeverageoperationinthehotelinvolvesahighdegreeoftechnicalknowledgeandskill.Productionjobsaremainlyinthekitchens,madeupofpreliminarypreparation,cooking,finishing,andsanitation.

Thefoodanddrinkserviceisthesecondmajoractivityofmosthotelsandinmanyofthemitaccountsforlargerproportionofemployeesthantheprovisionofsleepingaccommodationandrelatedservice.Servicejobsarethoseinthevarioussalesoutlets,suchascoffeeshops,loungebars,banquetingrooms,andotherrestaurants.FloorAttendanceIII.Lead-inActivitiesCanyougivetheanswerstothem?

1.Howimportantdoyouthinkthefoodandbeveragedepartmentisinahotel?2.Whatarethemaintasksforthefoodandbeveragedepartment?Howtheactivitiescanbedivided?3.Whatisthemajoractivityofthemosthotels?Whydoesitsaythattheservicesinfoodanddrinkareveryimportant?4.Ifyouwanttobookatableintherestaurantoverthephone,whatinformationshouldyougivetothereceptionist?5.Iftheguestsdon’thaveanyreservation,whatshouldthehostessdowhenthereisnotableavailable?ClassactivityFloorAttendance

IV.TopicextensionDialogueI

(Theattendantenterstheroomaftergettingtheguestpermission)A:Goodmorning,MissClinton.MayIcleanyourroomnow?G:Yes,it’shightimeforyoutodoso.Ithoughtyouhavefinishedcleaninguptheroom.A:Iamverysorry.UsuallyIamresponsibleforcleaningup12roomsaday.Accordingtoourhotelregulation,wedothecheck-uutroomsfirst,getthemreadyforsale.G:Isee.Wouldyoucleanthebathroomfirstandchangethebathtowelsformeplease?Ijustfinishedmyshower.A:Noproblem,MissClinton.

RoomCleaning

G:GuestA:Roomattendantpairwork(Tenminuteslater)A:Wouldyouliketohaveallthetowelschanged,MissClinton?G:Noneedtoso,onlythebathtowels.Wouldyoupleasechangethedirtysheetforme?A:certainly.I’lldoitrightaway.Wouldyoulikeatableinthemainhallorinaprivateroom,sir?G:CanIaskformorecoat-hangers?Formymomwillcomeheresoon.A:Sure,I’llcalltoasksomeonetobringsomeforyou.Isitoktobringyoufivemore?G:Thankyouverymuch.A:Mypleasure.Justletusknowwhatyouwillneedduringyourstayinourhotel.G:Thankyou.Youdidagoodjob,sweetgirl.A:Thankyou.Iamhappytoknowthatyouaresatisfiedwithourservice.IVTopicExtension(15minuteslater,theroomattendantfinishescleaninguptheroom)A:AnythingelseIcandoforyou,MissClinton?G:No,thanks.Iamalittletired.Ijustwanttotakearest.A:Letmepressthe“Donotdisturb”buttonforyou.Ifyouneedanyhelp,pleasecallthefloorservicedesk.Wearealwaysatyourservice.G:Thankyoualot,IwillifIneed.

A:Haveagoodrest.G:

Thanks.Bye.IVTopicExtensionFloorAttendanceV.OralTime

SituationA:

Thecaller:Jackcallstoreserveatablefortonight.Theywanttoholdabirthdaypartyforoneoftheirfriends.Theguestswillhavedinnerintheprivateroom,beginningfrom7:00.Westernfoodaretheirfavorite.ActitoutThereservationist:Youaskthecallerwhatkindofspecialdecorationtheyneedtopreparebeforehand.Asktheguestforthenameandtelephonenumberandrepeatthebooking.

SituationB:

Apartyoffive,awomanandfourmen,comeintotherestaurant.Theyhaven’tanyreservation.Thehostessseatsthem.ActitoutCheckupTranslation：

1)

我現(xiàn)在可以為您做夜床嗎？2）你能幫我把窗簾拉開嗎？3）您喜歡枕頭高一點(diǎn)還是低一點(diǎn)？4）對你的健康有好處。5）房間早該打掃了。

VI.

TranslationMayIdotheturn-downserviceforyounow?Wouldyoupleasehelpmedrawthecurtainaside?Howwouldyoulikemetoarrangeyourpillow,loworhigh?Itisreallygoodforyourhealth.It’shightimeforyoutodoso.FloorAttendance

VII.

EnglisharoundYou

JapaneseFoodResta