高星级酒店浸入式英语模块手册
2011-05-09
“学生主体、任务引领、能力本位”的人才培养模式项目
高星级酒店浸入式英语模块手册
Part one Food & Beverages Department
Section 1
I. Table reservation
1. Reservation procedures
①Greetings (Western/Chinese restaurant)
Good morning/afternoon, Zhejiang Narada Grand Hotel. May I help you?
②Essential information for table reservation
Number of guests
For how many people, please?
Date
Is it for today?
For which day, please
Arrival time
What time can we expect you?
What time would yo like your table?
Name, phone number
May I have your name and phone number, please?
③Special requirements(table by window, non-smoking area, rather quiet)
Any special requirements for your table?
Would you like a non-smoking talbe/ a table by window?
④Reservation confirmation
So you would like to reserve a table for NUMBER OF GUESTS at TIME on DATE
+ special requirements + in the name of …, and phone number is …
Example: So you would like a table for eight guests at 6 pm. on August 28 in the name of Jacky Liang. And you need a table by the window.
⑤Looking forward to guests
We look forward to your coming/seeing you.
2. Dealing with full reservations
A. Group Discussion
a. If the table for 8 people is not available and the date and time can not be changed, how would you deal with it?
Solution 1: We do have a table for 4 guests available. Would you like to take two tables for eight guests?
Solution 2: I’m terribly sorry, it’s fully reserved. Would you like to try our Chinese restaurant at the third floor? We strongly recommend some typical Hangzhou or Cantonese dishes, but the minimum cost will be about 2000 Yuan.
b. If a guest happens to be in our hotel for a meal and finds no seats available, how would you talk to him or her?
Example:
If fully reserved, inform guests of the time they would wait
(Would you care to have a drink in the bar or lounge while you are waiting?)
B. Put following sentences into English
①对不起，我们餐厅在那个时间段的座位都已订满了。
I’m sorry, our restaurant is fully booked/reserved at that time.
②您是否介意调整下您的时间？
Would you mind changing your time?
③不好意思，有因为承接了宴会服务，我们今天不对外预订。
We are sorry, we do not have reservation service today because we have a banquet service tonight.
④现在我们还没有空位置，您能稍等片刻吗？
We don't have a table available(a vacant seat) at the moment. Would you mind waiting for
a while?
⑤您可以到酒吧里坐一会，喝点什么，一有位置，我们就叫您。
Would you like to have a drink in the bar and we’ll call you once/the minute we have a table.
⑥不好意思，让您久等了, 这边请。
Sorry to have kept you waiting so long. This way, please.
II. Seating guests
①Greetings
Good evening!Welcome to Western/Chinese Restaurant.
②Reservation confirmation(name and guest number)
Have you got a reservation?
What is the name under reservation?
③Taking guests to reserved table
Would you like to come with me?
Would you care to follow me?
④Be seated
This is your table. Please be seated.
Works upon seating
Taking off overcoats for guests
Getting out the seats for guests
Putting napkins on knees of guests if necessary.
⑤Offering menu for dishes and wine
Here is the menu. The waiter will he here shortly/in a moment.
III. Taking orders
1. ordering dishes
①Ready to order
Are you ready to order now, sir/Madam?
Can I take your order now please?
②Further inquiry
Open-ended questions(开放式问题)
What starter would you like?
Would you care for something to drink with your meal?
Would you like anything to drink with your meal?
What vegetables would you like?
What would you like with your steak, sir?
How would you like your steak, sir?
Closed questions
Would you like A or B, sir?
Would you like tea or coffee?
Would you like red or white wine?
Would you like French fries or baked potatoes?
Please ask guests’ food preferences with closed questions.
试用封闭式句式询问客人的饮食偏好。
a. curry (mild or hot)
b. fish (with chips or baked potatoes)
c. drink (with or without ice)
d. steak (rare, medium or well done)
e. wine (red, white or rosy)
③Recommendations
Direct recommendations
Why don’t you try …?
You might like to try our Chinese selection.(中式菜点)
May I suggest you try the West Lake Fish in Vinegar Gravy?
I would strongly recommend ….
Dishes go with drinks
X goes well with Y.
X doesn’t go with Y.
Taste-oriented recommendations
If you don’t like hot/spicy food, then I would not recommend X.
If you like X, then you would probably enjoy Y.
If you want to take a chance of（尝尝鲜）, why don’t you try …?
④Dishes confirmation
So that’s ….and …
So that’s a beef and a spaghetti.
Skills to introduce dishes briefly and appealingly
A. Compare dishes with those familiar to guests, highlighting major ingredients
Examples:
Teppanyaki is grilled slices of beef.（铁板烧是一种烤牛肉片）
West Lake Fish in Vinegar Gravy is fried fish dressed with vinegar and sugar sauce.
Polpette are small meat balls rolled in bread crumbs.（肉丸是外面裹面包屑的小肉球）
中式菜介绍练习
a. Chashaobao( round buns-steamed-savoury barbecued pork filling)
b. Niuwan(beef balls-steamed)
c. Jiaohuaji(parcels-chicken-lotus leaves)
d. Chunjuan(small rolls-deep fried-prawn and vegetalbe fillin
g)
e. Xiajiao(half-moon-shaped-dumpling-complete shrimp)
f. Shaomao(small-barrel-shaped-dumpling-pork and prawns)
B. Describe dishes from following three aspects
TASTE 味道
acid酸的
bitter苦的
hot辣的
fruity水果味的
mild清淡的
salty咸的
savoury香辣的
scented香味的
sour酸的
spicy辛辣的
sugary加糖的
sweet 甜的
请用以上词语说明我店西餐厅菜肴情况。
Grilled chicken with black pepper
Grilled king prawn with garlic
TEXTURE 质地
chewy难嚼的
chopped剁碎的
crisp脆的
crumbly易碎的
crunchy松脆的
dry干的
flaky薄片状的
smooth柔滑的
tender细嫩的
请用以上词语说明我店西餐厅菜肴情况。
Sirloin steak chewy? (well-done)
Section 2
Skills to introduce dishes briefly and appealingly
SHAPE
round圆的
square方的
oval | '??vl]椭圆的
triangular三角形的
rectangular长方形的
tubular|tjubj?l?]管状的
diamond-shaped菱形的
butterfly-shape蝶形的
crescent-shaped| 'kresnt] 新月形的
cone-shaped圆锥形
Describe shape of following food
apple, cucumber, spaghetti, ice cubes, ice-cream, potato chips, hamburger, biscuit, pea, mushroom, egg
Describe dishes of our hotel from taste, texture and shape
a. crabmeat crunch
b. smoked norwegian salmon
c. steak sandwich
d. spaghetti carbonara
e. sauteed fresh shrimps
Role play 1 seating guests and ordering dishes
①Confirm the name under reservation
(what is the name under reservation ,please?)
②Asking starter guests would like
(What starter would you like?)
③Recommending typical Hangzhou dishes & introducing them from taste, shape and texture
(Would you like mild and crisp dishes? How about …?)
(If you do not like chewy food, I strongly recommend you have a try …)
(That is chewy food. Would you like to have a try…?)
④Asking for vegetables guests take to go with meat, such as steak or beef
(What vegetables would you like to have with steak…?
We’ve got tomatoes, mushroom, baked potatoes, carrot…)
⑤Recommending wine for guests
(Would you like to have some wine? What drinks would you like? X goes well with steak)
2. ordering wine
Discussion
What features are essential(most important) in introducing wine?
place of origin产地, sweetness甜度, sth to go well with 佐酒菜
a. Place of origin: south-west France(法国西南部), central France（法国中部）, eastern France（法国东部）, Germany（德国）, Spain（西班牙）, Italy（意大利）, Australia（澳大利亚）, New Zealand（新西兰）, California US（美国加州）
b. Sweetness & body: dry white(干白), very dry white（无甜味）, very sweet(甜的)， medium sweet（微甜）, heavy烈酒, light red wine味道非常淡, full-bodied
red wine醇厚的红葡萄酒
c. Good with:
AS A RULE, WHITE WINE GOES WITH WHITE MEAT WHILE THE RED WITH RED MEAT
听译如下语句：
a. X goes well with seafood and white meat.
b. X is usually drunk with desserts.
c. X is a perfect wine for drinking with white meat or fish.
d. X is good with fruit and desserts.
e. X complements pasta dishes and red meat. 配（意式）面食和红色肉类
f. X can be drunk with almost any food.
g. People usually drink X with red meat dishes. 人们喝X通常用红色肉类佐酒。
Listen and fill in the following chart.
White Wine
Origin
Sweetness
Good with
Bordeaux blanc
波尔多干白葡萄
south-west France
dry
white meat or fish
Liebfraumilch
莱茵白葡萄酒
Germany
medium sweet
fruit & desserts
Sauternes
苏特恩白葡萄甜酒
south-west France
very sweet
desserts
Chablis
夏布利酒
central France
very dry
seafood & white meat
Muscadet
麝香葡萄酒
eastern France
dry
fish
Section 3
Red Wine
Origin 产地
Body 甜醇度
Good with 搭配食物
Lambrusco
兰布鲁斯科葡萄酒
Rioja
里奥哈酒
Burgundy
勃艮第
Chianti
勤地酒
Wine recommendations （推荐酒水常用语句）
Would you like to order some wine with your meal?
吃饭时您需要点些酒水吗？
How about A or B for ?
您喝点A还是B类酒？
A and B are popular with our guests.
A和B类酒都受到客人们的青睐。
Would you like to try … recommended by our Chef?
您要尝尝我们主厨推荐的…吗？
使用推荐酒水的语句给如下8组菜肴配酒水
参考句式
a. X goes well with seafood and white meat. 这种酒和海鲜及白色肉类搭配最好。
b. X is usually drunk with desserts. 这种酒吃甜点时喝不错。
a. X is a perfect wine for drinking with white meat or fish.
这种酒和白色肉类及鱼类搭配最好。
b. X is good with fruit and desserts. 这种酒吃水果和甜点时喝最好。
①Mixed green salad
②Steak sandwich
③Grilled New Zealand Lamb Chops
④King Prawn 王虾
⑤Seafood platter 海鲜拼盘
⑥Lobster 龙虾
⑦Spaghetti意大利式面
⑧Double chocolate fudge cake
3. At the bar
①Providing drinks
Are you a guest at the hotel? 您是我们酒店客人吗？
Are you staying at the hotel? 您是我们酒店住客吗？
Would you like to charge this to your room? 是否把费用算到您的房费中？
Shall I charge this to your room ?
Ways to find out guests’ needs
What would you like to drink,sir/Madam?
What can I get you?
What will you have?
朗读并翻译如下客人要求
a. Vodka and fresh orange, please.—plenty of
ice
b. Brandy and coke please.
c. For me a G and T with loads of ice and lemon.
d. Whisky on rocks, please.
e. Gin and tonic, please. Nice and cold, please.
Asking for guests’ preferences 询问客人口味
a. 如何询问是否加冰块和柠檬？
b. 是否要加水
c. 是否加雪碧或可乐
听力练习：
听三个对话，每个对话中需要的A组酒水和B组配料选出来
Group A
a. whisky
b. gin
c. vodka
d. brandy
e. rum
Group B
i. Soda
ii Tonic
iii Coke
iv Water
v Lemonade
vi Ice
vii Lemon
viii Orange
②Striking a conversation with guests
Possible topics
a. About guests’hometown 有关客人家乡
where are you from ?
b. Weather 有关天气
Heavy rain we’ve been having these days. 这几天雨下的很大！
What awful weather! 天气糟透了！
Can you believe this weather? 这种天气你见过吗？
I imagine the weather must be better than this where you come from.
我想你们那儿天气要比这儿好。
c. Activities by guests 客人主要活动
Are you here on a conference? 您到这出席会议吗？
Are you on business or holiday? 您是出差还是度假？
Where have you visited in China? 您都去过中国的哪些地方？
Have you been to the Western Lake yet? 您去过西湖吗？
d. About traffic 有关交通情况
Isn’t the traffic terrible?这儿的交通太拥挤了吧
Are there less traffic jams where you come from? 您家乡的交通拥堵情况是否好一点？
e. About guest himself or herself
You look absolutely worn out! 你看上去累极了
You look like you need a drink. 你看上去很想喝点什么
听2段对话，选出对话中与客人谈到的话题，注意问题询问方式
a. Reasons for visiting the country 到目的地原因
(Are you on business or holiday?)
b. Places already visited 已经去过的地方
(Have you been anywhere?/ Have you had a chance to see anything of Hangzhou?)
c. Recommended things to see and do 推荐观看和游玩的事物
d. Guests country of residence 客人常驻地
(where are you from?)
e. Weather 天气
(what’s the weather like over there?)
f. Traffic congestion 交通情况
(what about traffic)
③Intructions on making the wine 酒水调制方法
主要动词：
Add加入, pour in倒入, stir well搅拌均匀, serve over crushed ice in盛入装有碎冰的
步骤：first, then, next, finally
翻译如下调酒步骤，然后根据听到的内容将以下2种鸡尾酒的调制步骤重新排序，注意动词的正确使用。
i Pour one measure of brandy into a glass.
ii Serve in a tall glass which has been chilled in the fridge
iii Add a dash of lime juice
iv Pour equal measures of fresh orange juice, pineapp
le juice and coconut cream into a chilled glass
v Stir vigorously
vi Add one measure of Creme De Cacao
vii Stir well
viii Top up with very cold champagne
ix Pour in one measure of light rum and one measure of dark rum
x Serve over crushed ice in a coconut shell
Section 4
IV. Complaints
Discussion
1.What complaints do you mostly encounter?
Possible complaints
Food
freshness—off, bad, stale走味的
tempertare—too cold/hot
quality—chewy, as tough as leather像皮革一样硬, fatty, raw生的
size—too small
taste—sour酸的, salty太咸, rancid酸臭的, too sweet，tasteless无味
cooking火候—over-cooked熟透了, under-cooked未熟的
Drinks
cleanness—dirty glass, lipstick on glass杯子上有口红, cracked glass 玻璃杯有裂缝
temperature—not chilled, too warm
quality—off(wine)葡萄酒变质, flat(beer)啤酒走气
Service
speed of serving dishes—slow, pushy催的太紧
attitude—sloppy马虎的, unfriendly, unhelpful 不热诚的
professionalism—clumsy笨手笨脚的, dirty
Dining Environment
Cleanness清洁度—dirty tablecloth
temperature温度—chilly, too warm, stuffy闷热的,freezing
noise level噪声--noisy
lighting亮度—too bright, too dim, dingy 昏暗的
2. What are the most important factors in dealing with any complaints from our guests?
① Understanding complaints from guests’ perspective and showing sympathy
（从客人角度理解客人的投诉，表示同情）
②No arguments（避免争执）
It is not acceptable to shift responsibilities to others
③Taking immediate measures（立即采取措施）
Step one: Expressing apologyies (I’m terribly sorry./ we apologize for it)
Step two:
I’ll look into it right away.
I’ll get you a new../change it right away.
I’ll talk to the manager at once.
I’ll do it right away.
I’ll bring it right away.
I will take it away right now.
3. How do you respond to following complaints?
Food（食物）
freshness—off, bad, stale走味的,
tempertare—too cold/hot
quality—chewy, tough, fatty
size—too small
taste—sour, salty, rancid酸臭的 , too sweet，tasteless
cooking火候—over-cooked, under-cooked
Drinks （酒水）
cleanness—dirty glass, lipstick on glass, cracked glass
temperature—not chilled, too warm
quality—off(wine)葡萄酒变质, flat(beer)啤酒走气
Role play
①stained glass spoils my appetite
②cracked glass
③blunt knife which can not even cut bean curd
④flat beer like fresh water
⑤asking for ashtray, matches and toothpicks
Service （服务）
speed of serving dishes—slow, pushy催的太紧
attitude—sloppy马虎的, unfriendly, unhelpful 不热诚的
professionalism—clumsy笨手笨脚的, dirty
Waiting for too long （等候时间过长）
Role
play
①Look, I’m not at all happy with the service here. When we arrived, we had to wait fifteen minutes to be served, and the service has been really slow.
②Also, the quality of the service has been terrible, and the waiter has been rude. Now our food has been brought and it is cold. It’s not good enough!
Reference:
①Sorry to have kept you waiting. Your food is ready. We will send it up immediately.
②We’re sorry for the delay.
(I’m really sorry. As you can see, it has been a very busy evening. Several large groups came in at the same time. And I agree some guests have had to wait. I really apologize for the situation. I shall be happy to change our dishes immediately.)
Drinks spilt on guests（酒水溅到客人身上）
斟酒失误表示抱歉常用语句
I’ll bring you a cloth immediately. May I clean it up for you?
We are very sorry to have caused you much trouble.
I’m sorry for the mistake/the inconvenience.
I’m sorry to have spoilt your evening.
I’ll apologize for our carelessness.May I clean it up for you?
Pouring wine service 如何斟酒
Your…. May I serve it now?
Would you like to add some soda to your wine? How about Sprite?
With or without ice, please?
Would you like to pour more wine for you?
Your bottle of wine is finished. Would you like one more bottle?
Dining Environment
cleanness—dirty tablecloth
temperature—chilly, too warm, stuffy闷热的, freezing
noise level--noisy
lighting—too bright, too dim, dingy 昏暗的
Dealing with following complaints appropriately.
(请处理如下各种投诉)
a. This napkin has been used. Can you bring me a new one, please?
b. Could you ask those people over there to stop smoking, please?
c. I didn’t order lobster. I ordered king prawns.
d. I told you I didn’t want ice in it and you’ve put ice in it.
e. The milk is stale. Could you get me some orange juice?
f. What’s going on? Why we have cracked glass here?
g. We’ve been quite hungry. Can you make our dishes as quickly as possible?
h. We do not enjoy chewy food. The beef is under-cooked.
i. Our room is still quite hot. Can you make it a little bit cooler?
j. The room is too dim. Can you make it a little bit bright?
V. Bill payment（账单支付）
①Confirming bill payment
Would you like anything else? Would you like to pay the bill?
②Confirming total & the way of payment
Your bill is/ totals …
How would you like to make your payment?
How would yo like to pay for it?
What’s your way of payment?
(in cash, by credit card)
③Printing the card if paid by credit card
May I have a print of your card?
④Giving a sign and the change
Could you please sign here?
Here is your change.
⑤Giving back receipt
Here is your receipt and have a nice day.
Di
scussion
A. Dealing with credit limit
If a guests makes the payment by Visa Card, and you find there is a credit limit of 3000 Yuan, but the total bill is 5000 Yuan, how would you deal with it?
(reference: The credit limit set by Visa Card is RMB 3000. We need their permission to extend credit over that amount. Would you like to settle the difference in cash?)
您要以现金支付差额吗？
B. The wrong change (找错钱)
After checking the bill, the guest finds he is charged for food he didn’t take, how would you deal with it?
①Expressing apology
a. I really apologise for the inconvenience.
b. Please accept my apologies for our mistake.
c. I’m terribly sorry for overcharging you.
②Getting revised bill for a guest
Shall I get a new bill for you?
③Asking for checking
Would you please check it again?
④Asking for way of payment
(in cash, by credit card, charge it to the room)
How would you like to pay the bill?
If you would charge it to your room, may I have your room key and name, please?
⑤Asking for a signature
Could you please sign here？
Part two Housing Department
Section 1
Room Facilities 房间设备
ELECTRIC APPLIANCES 电器
heating/cooling system 冷暖系统
airconditioner 空调
converter, transformer 变压器
adaptor 转换插头
calculator 计算器
multi-functional 多功能 charger 充电器
television 电视
remote control 遥控器
net cable 网线
bulb 灯泡
BASIC FACILITIES 基础设施
blinds百叶窗
suitcase stand 行李架
coat hanger 衣架
wardrobe 壁橱
safety box 保险箱
dining room 餐厅
sitting room 客厅
FOR TEA AND COFFEE 茶具
tea tray茶盘
tea cup
coffee saucer咖啡碟
coffee spoon 咖啡匙
ashtray 烟缸
vase 花瓶
ice cube冰块
electrical pitcher/port电水壶
BY BED 床头设备
bed-head console 床头控制台
TV control—hotel channel, movie channel
radio control
light control
shoe horn 鞋拨
waste basket
thermos bottle
Direction for room facilities
(next to, above, on,under,inside, button on the left, on the right, in the middle, over, between)
请用以上方位词，回答如下客人提出的问题。
a. Good morning, I can not find the remote control, is it next to the bed?
b. Where is coat hanger? How many are available in the room?
Could you send me two more, please?(inside closet…)
c. Good morning, is the safety box under the table? Do I need an old code? (under)
d. I would like some hot water, but I can’t find the electrical pitcher?
e. Which button on the bed-head console is for the night light?
(on the right/left, middle)
f. Is there a transformer in the room? Where is it? My cell phone is running out of power.
At guests’ service
Working procedur
es:
① Greetings
Good morning/afternoon/evening, housekeeping, can I help you?/ how may I help you?
② understanding guests’ needs
③ responding accordingly （相应处理）
④ room number, name and time for service
1. Instruction service
Show guest how to use remote control
a. The buttons at the top are to access local TV stations.
b. The buttons in the middle are to access satellite and pay film channels.
c. The buttons at the bottom are to control volume and tone, and to move between channels.
d. The long button in the middle is to …
e. The small button at the top is to switch between languages.
根据实际工作情况，就如下场景问题和客人沟通。
A. About remote control
Can I have access to any English channels like BBC, CNN? How can I move between different channels?
Which button is to control volume and tone?
B. About safety box
I have no idea on how the safety box works. Could you send someone to show me how it works ?
Section 2
2. Something goes wrong with items or appliances
①finding out the problem
What is wrong with airconditioner, TV, toilet, bathroom, light?
What exactly is the matter?
Could you tell me what happened?
Possible problems
a. I felt so cold last night. I even couldn’t fall asleep. Would you please adjust the air conditioner for me a little bit.
b. There seems to be something wrong with my bedside lamp. It just doesn’t work.
c. I’m having a problem with my TV. The picture is flipping and the sound is not clear.
d. There is a terrible smell from the air conditioner.
e. The toilet doesn’t flush. It’s clogged.
f. The toilet is out of order and the water keeps running.
g. The light in the bathroom doesn’t work.
h. The door to the private bathroom won’t lock.
② Arranging someone in time
Specific response 确切答复
I’ll send a Mechanic(door),plumber(toilet/ heating system),light(electrician) right now. We will solve it as soon as possible.
General response 通用答复
I’m sorry. We’ll send a repairman up to your room at once to look at it.
I’ll tell the Maintenance Department at once. They’ll send someone to take care of it.
③confirming room number and name
May I have your room number/name, please?
练习：
请用确切答复(Specific response)或通用答复(General response)模式处理如下器具故障
电路故障 electrician
水管故障 plumber
不确定 repairman
a. telephone
It seems that there is something wrong with my phone. I can not make any international calls and it is even impossible for my friends to reach me.
b. bathtub
The bath tub is out of order, could you send someone to fix it?
c. air conditioner
The room is quite hot. It seems that air conditioner is not working
well.
d. tap
The water tap keeps dripping all night. I can hardly fall asleep.
e.bulb
What’s going on? The bulb keeps flickering.
The bulb in the washing room is broken.
Section 3
3. Regular room service
a. Evening turn-down/room cleaning service
Working procedures
①Knocking at the door and making clear turn-down service
Turn down service. May I come in, please?
②Greeting & confirming whether convenient for the service.
Good evening sir/Madam,
May/Could I turn down your bed now?
May I complete your evening turn-down service now?
Would you like me to draw the curtains for you?
③Reconfirming the time
Sorry to disturb you.
Shall I come back half an hour/an hour later for the service?
When would you like your turn-down/room cleaning service?
Role play turn-down service
Guest:
1st : I am busy now. Could you come back later?
2nd: Oh, sorry. I’ve not finished my work now. would you please come again half an hour later? I’m sure I’ll complete it by that time.
Many thanks for your patience.
b.Delivering food service
①greeting
Good morning/evening, housekeeping service, may I help you?
②ordering drinks and food
What food/drinks would you like?
③confirming order
So you would like a …?
④confirming delivery time, room number and name
What time can be delivered/sent to your room?
Role play
Ordering breakfast
a mixed salad 一份混合沙拉
a fried egg一份煎鸡蛋
two well-done steak两份牛排
a pineapple juice一份菠萝汁
1506房间、7点30分(half past seven)
c. Laundry service
dry cleaning 干洗
laundry bag 洗衣袋
shrink 缩水
iron/press 熨烫
ironing board 熨衣板
electric iron 电熨斗
stain 污渍
express service 快洗服务
regular service 普通服务
professional equipment/specialized facilities 专业设备
to iron folds out of a dress 把衣服的折痕烫平
fold of the dress 衣服的折层
cleaning 去污
starching finishing上浆
button attaching 钉扣
mending service缝补
warm iron 温烫
cold iron 低温烫
snagging 勾丝
fade 褪色
Different clothes
Jacket 夹克
Coat 外套
Shirt 衬衣
Blouse 女式衬衣
Socks 袜子
Jeans 牛仔裤
Hat 帽子
Stockings 长袜
Overcoat 外套大衣
Trousers 裤子
Gloves 手套
Suit 套装
Working procedures for laundry service
①Greeting
Housekeeping service, May/can I help you?
②Warming tips for a laundry form and a bag
Please fill in laundry form and put it with the clothes into the laundry bag.
We will send someone to pick it up soon.
③Confirming time to be returned to see whether express laundry necessary
When would you like to get your laundry back?
Would you like express laundry service?
④Informing extra cost for express service
We have e
xpress service at a 50% extra/more charge. And it only takes three hours.
There is a folder in your room and the price schedule/list for laundry service is available in it.
⑤Special requirements for laundry
(ironed, cold water by hand to avoid shrinking, fading, starching finishing)
Any special requirements for your laundry?
听译练习
Please wash the sweater（羊毛衫） by hand in cold water, or it might shrink（缩水）.
Please do not wash my dark coat（深色外套） in warm water, or it might fade（褪色）.
I would like my suit dry cleaned and ironed.
There’s a small stain on the left sleeves（袖子） of the blouse. Please try to get it out.
⑥Confirming clothes pieces & room number
So you have...pieces in all.
Would you please take my jacket and coat for laundry？
（We’ll send one to you immediately, and may I have your room number and name, please?）
Discussion
A. How to deal with（如何处理） dagmaged clothes（损坏的衣物） or clothes that can not be cleaned easily（不容易洗涤的衣物）?
Compensation（补偿）
The indemnity shall not exceed/go over ten times of the laundry charge.
（赔偿金额不超过洗涤费用的十倍）
Section 4
4. Short of items 缺少物品
A. Bed amenities（床上用品）
①Asking for needs of guests
Listen and respond to the following requirements
Could you get me another blanket/quilt. It’s a little bit chilly/cold at night.
The sheet is a little dirty. Could you change it for me?
Can I have two more pillows?
Could you get me another bed for my son?/ May I have an extra bed in my room tonight?
Can I have a much harder mattress?
②Promising to get whatever guests need in time
核心动词：change（更换）/get（取）/send（送）
Yes, we will get one more blanket/quilt right away.
I’ll change the sheet for you immediately
All right, I will get them for you now.
Sure, we will send you a bed at once.
Of course, we will change it for you shortly.
③Confirming additional service, room number and name
Is there anything else we can do for you?
B. Guest amenities
Role play how to respond to following requests（回答如下客人要求）
a. Could you get me clean towels?
b. May I have some more writing-paper?
c. Could I have two more chairs? I’ve got some friends here.
d. The toilet paper in my bathroom is used up（卫生纸用完了）. Could you get me more?
e. Would you mind bringing me some toothpicks（牙签）/toothpaste（牙膏）/toothbrush（牙刷）/shaving cream（刮胡膏）?
f. Do you have an iron and ironing board I could borrow?
g. Do you have a transformer for my husband’s shaver?
h. Could you get me the hair-drier and nail clipper(指甲钳), please?
BATHROOM FACILITIES （浴室设施）
sink 洗
脸池
mirror镜子
toothpaste 牙膏
toothbrush 牙刷
comb 梳子
toilet soap 香皂
hamper 毛巾篓
hair drier 吹风机
shaver point 剃须刀插座
bottle opener 开瓶器
bath towel 浴巾
bath mat 地巾
bathrobe 浴衣
face towel 小方巾
shower curtain 浴帘
bath slippers 拖鞋
shower 淋浴
tap 龙头
soap saucer 皂碟
bath tub 浴盆
toilet paper 卫生纸
5. Lost-and-found office 失物招领
Lost & Found
①Expressing sympathy
I’m sorry to hear that.
② Room number and name
May I have you room number and name, please?
③ Getting detailed information about lost items
Lost time and place
Could you tell me when and where you last used/saw it?
When did you find that it was lost?
Features of lost Items
Could you describe it in details, like its color, shape, size, brand?
What does it look like?
What is inside?
(it’s a black leather wallet with a playboy logo brand imprinted on it.)
Where did you go?
④Promising to get the item before check-out
When will you check out?
We’ll do our best to find it in the shortest time possible. We will contact you once it is found.
Fill in the following dialogue
(Housekeeper by phone)
H: Good morning/afternoon, Mr. Liang, we found your wallet at Rose Garden Restaurant. The server turned it into Lost &Found.
Guest: That’s great! When can I have it?
H:_____________________________________.
(our room attendant will send it to you. And you will have to fill out some forms.)
To arrive at the room:
Room attendant: Good morning, ?Mr. Liang, _________________________.
(here is your wallet, would you like to count the money in it?)
Guest: That’s right, thank you very much.
Room attendant:_________________________.
(You are welcome.Please be careful next time.)
6. Additional service
a. Baby sitting service 托婴服务
b. Shoe shinning擦鞋服务
We provide free shoe shining service for our guests.
c. others
●If the guest calls the housekeeping service center, and says he/she is very cold, how would you do?
(I’ll tell the guest there is a blanket or quilt in the closet, or I’ll send him/her an extra one)
● Is it possible to rent a bike here?
●I can not open the door.
( I would go with him to the room to have a check. And have his or her key changed if necessary.)
Handling complaints（处理投诉）
1.How to deal with complaints
①Understanding the problems
What is the problem?/ Housekeeping, may I help you?
Guests:
It’s just not good enough. My television does not work.
My room has not been cleaned.
I’m annoyed. There are no towels in the bathroom.
There is a large pool of water on the floor.
②Expressing apology and sending someone to fix it in time
I’m very sorry. I’ll make sure room attendant cleans your room.
I’m terribly sorry. I
’ll send an engineer straight up to have a look.
③Asking for room number and name
2. 听力练习
Questions for d
Which electrical appliances appear not to work?(哪台电器设备无法正常工作?)
What is the suggested solution for each problem? (每个问题的解决办法是什么？)
Questions for e
Why is the guest complaining?（客人抱怨的原因）
What compensation is offered by Housekeeping?（客房部的赔偿方案）
3. Discussion
If the guest comes t tell you that his room is smoky and wants to change it. But you do not have another room available. What would you do to solve the problem?
4. role play
Please respond to following complaints
Guest 1： The fridge is not working properly in my room. It works for five minutes then stops. All the drinks are warm.
Guest2: I’ve just come back to my room and found that the large swarm of bees I noticed hanging on the outside of the window this morning is still there. It’s just not good enough.
常用语句
1. go to lobby
2. Please take lift to the first floor and then turn righ/left. You can find the shop./You won’t miss the shop.
3. It is in the drawer of writing table.
4. I will send an engineer to fix it.
5. I will send a repairman to have a look when he is at work.
6. Do you think we could wash your laundry now and send them back at night?
7. Excuse me, have you got any laundry?
8. Would you like to take a regular or express laundry service?
9. The laundry could be sent back before 5 pm for regular service.
10. An extra 50 percent service charges will be paid and sent back in 3 hours for express service.
11. I’m sorry. All of items have been lent out. I will send it to your room immediately whenever any item is returned.
12. Just a moment. Please hold the line. I will confirm it with the front desk.
13. The internet is free in the room.
14. Free shoeshining service is available in our hotel.
15. Please accept my apology on behalf of our hotel.
16. For any problem, please call us anytime.
17. Sorry to have brought/given you so much trouble.
18. We will try our best to get rid of stains.
19. Your clothes will be put in the wardrobe after cleaning.
20. We often collect laundry before 11 am.
21. I’m sorry to give you such much inconvenience.
22. Please call service center for your room cleaning.
23. For anything, please let us know,
24. Is there anything else we can do for you?
25. I will ask someone to send it to you right now.
26. May I have your name and room number?
27. Our room attendant will send it to you within 10 mins.
28. Could you tell me when and where you last used it ?
29. What is in it , please?
30. Many thanks for you call.
31. This is our duty. /This is what we ought to do.
32. When could we clean your
room?
33. Because you have do not disturb(DND),…
34. Is it convenient for turn-down service for you now？
35. Just a moment, I will put you through to …
36. I will pass your suggestions on to our hotel management team.
Part three Front Office
I. Reception,check-in and taking guests to rooms
1. picking up the guest at the airport
①Guest’s identity confirmation
Excuse me, are you … from …?
②Welcome and greeting guest on behalf of the hotel
Welcome to Hangzhou.
I am …from Zhejiang Narada Grand Hotel and nice/glad to see/meet you.
③Informing guest about the pick-up service
I’m here to pick you up to our hotel.
④Helping with luggage cart
Shall/could I help you with your luggage cart?
Shall I take care of your luggage cart?
⑤Luggage confirmation
How many pieces of luggage do you have?
How many pieces of luggage have you got altogether/ in all ?
⑥About trip
How was your trip?
Did you have a pleasant trip?
I hope you had a nice/great/pleasant trip.
⑦Guiding to the car
This way, please. We have a car (in the airport parking lot) to take you to our hotel.
2. To the reception desk
①Greeting and welcome from bellboy
Good morning/afternoon/evening, (sir/Madam). Welcome to Zhejiang Narada Grand Hotel.
②Self-introduction and luggage confirmation(number and types)
I am the bellboy. Let me take care of your luggage.
Excuse me, you have 2/3 suitcases and 1 leather bag. Is that right?/ Is that all?
③Guiding to the reception desk
The reception desk is straight ahead. After you, please.
To reception desk. This way, please.
I will take your luggage to your room when you have finished checking in.
④Best wishes
Have the most pleasant stay in our hotel.
Enjoy your time in our hotel.
Make yourself at home in our hotel.
3. Check in
①Greetings
②Check the guests’ details
a. Whether reservation available
Do you have a reservation, please?
Have you had a reservation, please?
Do you have a confirmation of your reservation?
b. identity confirmation
Could you tell me your full name please, sir/Madam/Miss？
Could/may I see your passport, please?
c. Reservation confirmation
room type+ rooms in total+length of stay
Mr./Mrs …, you have reserved a/two… single/double/superior room高级客房/ business suite商务套房/deluxe room豪华间/executive room行政房/standard room标间/ duplex suite/复合式套房president suite总统套房 with a sea view(lake view/mountain) from date to date (or for ..nights),
haven’t you?/ Is that right?
d. length of stay
How long do you intend to stay?
How long will you be staying?
When will you be leaving, please?
e. form of payment
How will you be paying?
How would you like to pay, please ?
How would you like to make payment, in cash or by credit card?
(traveller’s c
heques, company card, Master card万事达卡, Federal card联邦卡)
③registration card
Could you please fill in/complete this registration card?
Please fill in this registration card while I prepare your key card.
(items covered: surname/first name/ arrival date/departure date/ passport NO./ nationality/ home address/ date of birth/ No. of persons/ form of payment/guest signature)
④room key card
You’re in room… on the first/second…floor.
Your room is on …floor, room…
Here is your key and key card.
Please keep the key card with you at all times. You need it if you want to change money or charge food and drinks to your room.
Please remember to carry your key card at all times.
⑤ guiding the guest to the room by bellboy or hall porter
I will call the bellboy right away and take you to your room.
Extra exercises
Provide nationality according to nation （根据左侧国家提供右侧国籍）
Burma ----Burmese缅甸人
India----Indian 印度人
South Korea----Korean韩国人
Malaysia----Malaysian 马来人
Singapore----Singaporean 新加坡人
Thailand----Thai 泰国人
The Philippines----Philippino 菲律宾人
Mexico----Mexican 墨西哥人
Canada---Canadian 加拿大人
Brazil---- Brazilian 巴西人
Germany----German 德国人
France----French 法国人
Italy----Italian 意大利人
Spain---Spanish 西班牙人
Sweden---Swede 瑞典人
Switzerland----Swiss 瑞士人
Arab----Arabian 阿拉伯人
4. Post check-in service
A. Taking guest to room by elevator
①Confirmation of anything breakable or valuable
Is there anything valuable or breakable in your luggage/suitcase?
②Asking for room key
May I have your room key?
May I take a look at your room card?
③Informing guest about room floor and inviting to follow
Your room is on …floor. Please follow me.
④Guiding to elevator
This way, please. Just a moment. The elevator will be here soon.
⑤Reminding the arrival and location of the room
Going up, sir/Madam. This is …floor.(Here we are at …floor)
Your room is to the left/right. After you, please.
B. Arriving at the room
①Guiding to the room and putting down luggage
This is your room. After you. May I put your luggage here?
②Giving back room key and luggage confirmation(>1 piece)
Here is your room key.
Is this the correct number of your luggage?
Are all of your luggages here?
③Basic room facilities (curtain, cooling/heating system) & location of brochure, stationeries
Shall I turn on the cooling/heating system?
Shall I open the curtains for you?
Here is the brochure about our services.
All stationeries are in this desk drawer.
The coffee shop serves from 6:30 until 10 a.m.
Room service is available from 6 a.m. .
④Additional services
Is there anything else I can do for you, sir/Madam?
For anything, please
just call 55. And enjoy your stay in our hotel.
Questions for discussion:
a. How to deal with guests with pets?
(Sorry, no pet is allowed according to the rule of our hotel. But don’t worry. You could leave it to our Concierge Department and they will take a good care of it. )
b. How to help guests with depositing items?
Guest:
I would like to store my luggage and pick them up when I leave the hotel.
I would like to leave this with you.
Ways to handle it
①whether anything valuable or breakable
Is there anything valuable or breakable in your luggage?
②Confirmation of pieces in all and providing claim tag
Two pieces, sir/Madam. This is your claim tag.
③Reminding service time
Luggage claim is a 24-hour service of our Concierge Department. You could collect it anytime with the tag. Please take good care of it.
II. Room Service
1. Wake-up call & Extending stay
Essential points to be confirmed with guests for wake-up service
①time
What time would you like to call you up please?
When would you like to be waken up, please?
②way of waking up if necessary
What kind of call would you like, by phone or by knocking at the door?
③Confirmation of time and way
④other services
Anything else I can do for you?
Fill in the following dialogue.
Guest:“ I’ve just come from New York and not at all used to the time difference(jet lag) here. But I hate to be a late sleeper as I’m fond of morning exercises, you see.”
Receptionist:_______________A_________________________________________
G: That’s very considerate of you. But would you please wake me up at 6:00 am. Beijing time tomorrow morning?
R:___________B________________.
Reference
A: I see. It is five o’clock in the afternoon now. you’d better take a good rest. It takes a while to recover after a long flight. Some guests have jet lag for a few days.
B: Yes, sir/Yes, no problem.
Extending stay
Key words: extend, transfer, be fully reserved
①how long to extend
How many days would you like to extend?
② Confirm room type & number and its availability
Would you like to still take the room you are staying now?
Let me check whether it is available.
Yes, it is ok/available. I’m terribly sorry, it has been reserved. Would you mind transfering to executive room/standard room on the …floor?
Fill in the following dialogue.
Guest:Good afternoon, I’m secretary of Business Representative Group. I’d like to extend our stay, for we have to take part in some business activities.
Receptionist:_____________________________________________________.
Section 2
2. Appliances & facilities maintenance
①finding out the problem
What is wrong with airconditioner, TV, toilet, bathroom,
light?
What exactly is the matter?
Could you tell me what happened?
Possible problems
i. I felt so cold last night. I even couldn’t fall asleep. Would you please adjust the air conditioner for me a little bit.
j. There seems to be something wrong with my bedside lamp. It just doesn’t work.
k. I’m having a problem with my TV. The picture is flipping and the sound is not clear.
l. There is a terrible smell coming from the air conditioner.
m. The toilet doesn’t flush. It’s clogged.
n. The toilet is out of order and the water keeps running.
o. The light in the bathroom doesn’t work.
p. The door to the private bathroom won’t lock.
② Arranging someone in time
Specific response
I’ll send a Mechanic(door),plumber(toilet/ heating system),light(electrician) right now. We will solve it as soon as possible.
General response
I’m sorry. We’ll send a repairman up to your room at once to look at it.
I’ll inform the Maintenance Department at once. They’ll send someone to take care of it.
③confirming room number and name
3. Medical service
Asking for medicine
①Clearly understanding the problem
a. I’m afraid I have a serious/bad/terrible headache/stomachache/toothache. Could you bring something for it?
b. I have a fever/temperature /dizzy.
②Room number and getting medicine available while instructing guests
Certainly/of course, we’ll bring some medicine at once.
What is your room number?/where are you calling from?
(upon arrival at the room)
Please take 2/3 tablets three times a day after/before meals.
③hoping for recovery
Please take a good rest and I hope you will be better soon.
For any help, please call us immediately.
Illness Emergency
①Clearly understanding the problem
My wife is fainted/has got a nose bleeding/has loose bowels/may have a heart attack.
②Room number and calling for help
What is your room number?/where are you calling from?
I’m sorry to hear that. Shall I call a doctor for you？
I’ll call the doctor/ambulance immediately.
Please lie down and remain still. I will call for help right now.
Role play
How do you deal with following situation?
Guest:
My wife got dizzy after long hours of flight. She can not go to sleep probably due to jet lag.
And my son has loose bowels. Maybe he is not used to Chinese greasy/rich dishes
Group Discussion
How to deal with guests who would like to get some sleeping pills because he or she can not fall asleep. (How about guests who would ask you to buy some aspirin.)
Reference 1:
“ I’m afraid I can’t help you. We are not allowed to take such medicine for guests. Maybe listening music will be helpful. If you need a doctor, please call me in time.”
Reference 2:
“ I’m sorry I can’t do that. It’s against ou
r hotel’s regulations. Shall I take you to see a doctor?”
4. Lost items
Lost & Found
①Expressing sympathy
I’m sorry to hear that.
② Room number and name
May I have you room number and name, please?
③ Getting detailed information about lost items
Lost time and place
Could you tell me when and where you last used/saw it?
When did you find that it was lost?
Features of lost Items
Could you describe it in details, like its color, shape, size, brand?
What does it look like?
What is inside?
(it’s a black leather wallet with a playboy logo brand imprinted on it.)
Where did you go?
④Promising to get the item before check-out
When will you check out?
We’ll do our best to find it in the shortest time possible. We will contact you once it is found.
Fill in the following dialogue
(Housekeeper by phone)
H: Good morning/afternoon, Mr. Liang, we found your wallet at Rose Garden Restaurant. The server turned it into Lost &Found.
Guest: That’s great! When can I have it?
H:_____________________________________.
(our room attendant will send it to you. And you will have to fill out some forms.)
Room attendant: Good morning, ?Mr. Liang, _________________________.
(here is your wallet, would you like to count the money in it?)
Guest: That’s right, thank you very much.
Room attendant:_________________________.
(You are welcome.Please be careful next time.)
Items left to room
①Confirming the item left to room
So you have left your coat/sweater/jeans/glasses/camera in your room.
②Confirming name and room number
May I have your name and room number, please?
③Checking identifications
May I see your identifications, please?
May I have your passport, please?
④Guiding to the room or the Lost & Found Deparment
Our room attendant will take you to the room to check around.
Our room attendant will take you to the Lost & Found Deparment to get back your lost item.
⑤Signature
Could you please sign here?
5. Fire alarm
Put the following warnings into Chinese
a. Please follow me to the lobby by the emergency exit.
请随我由紧急出口到大堂。
b. Please leave your luggage behind and don’t use the elevator.
请勿携带任何行李，也不要使用电梯。
c. Do not bring the flammable, explosive chemicals and pressure vessels into the hotel.
请勿携带易燃、易爆化学物品及冲压容器进入酒店。
d. Do not smoke in the lift, at stairways or in bed. Do not litter cigarette ends or burnt matches.
请勿在电梯间、楼梯间及床上吸烟；切勿乱扔烟头、火柴棒。
e. Fireworks and firecrackers are strictly prohibited on the hotel premises.
严禁在酒店内燃放烟花爆竹。
f. Do not put sundries at the exits or over the fire equipments.
请勿在消防安全通道和消防设施上
堆放各种物品。
g. In case of fire or other accidents, keep calm and inform the reception immediately, then evacuate through fire escape.
如发生火灾及其他意外事件，请勿惊慌，立即通知服务台，并按安全疏散路线迅速撤离。
Section 3
6. Special requests
①Understanding guests’ needs
Plants
I would like to have some fruits/flowers/plants delivered/sent to my room.
Newspaper
Excuse me, can I get one copy of USA Today/ New York Times/ Guardian/ Thames?
Could you bring me an English newspaper, please?
Smoking
Could you bring some cigarettes and ashtray for me?
I would like some shoeshine paper.
Electrical items
The electrical pitcher/port is out of service, could you send me a bottle of hot water?
Drinks
Could you get me more Smirnoff Vodka 皇冠伏特加？（minibar）
② Whether the service is available & giving suggestions
If no :
I’m sorry, it is not available today/ in our hotel. Why don’t try…?
(USA Today is not availabe in our hotel. Would you like to try China Daily?)
I’m afraid we do not have…
Yes: All right,it’s our pleasure. We will bring it as soon as possible.
③ Confirming details (delivery time,amount, brand, price,payment)
Would you like to deliver it right now? /When would you like to deliver it ?
How many packs would you like?
Which brand would you prefer?
What kind of flowers would you like ?
(rose,lily百合花, Jasmine茉莉花,carnation康乃馨, daffodil水仙花)
Would you like to add/charge the cost to the bill?
④ Room number and full name
May I have your …?
Role play special request
a. English magazine
b. Asking for 5 copies of photos （2X4 inches）
c. Not convenient for any call to me between 6pm. to 8 pm. and asking for a return call sometime tomorrow morning
III. Facilities and their locations
1. Get familiar with the key words for directions
Past
opposite
facing
between
in front of
behind
at the back of
under
in the middle of
next to
Turn left out of the lift.
It’s at the end of corridor.
Go straight ahead out of the lift.
It’s over there just next to the stairs.
It’s between the coffee shop and stairs.
It's halfway along the corridor.
2. Mark the following facilities in a picture of your hotel.
根据我们酒店实际情况，用平面图标出如下设施，并用英语表述。
Coffee shop
Chinese restaurant
Western restaurant
Health club
Beauty salon
Business center
Tour desk
Conference Center
Bar
Restroom
Recreation center(table tennis, go bowling, swimming pool)
Role play 8
Answer questions with directional words.
(past, opposite, facing, between, in front of, behind, under, in the middle of, next to)
Suppose at the first floor for directions
a. Excuse me, can you tell me how to get to the Ch
inese/western restaurant?
b. Could you direct us to the coffee shop?
(Go straight across the lobby and the coffee shop is next to lift on the left. You can’t miss it.)
c. I wonder if you could tell me where the health club/fitness center is ?
(Along the corridor on 2nd floor, you pass business center and go upstairs…)
d. Good morning, I’d like to know the location of the beauty salon of your hotel.
e. By the way, could you tell me how to go to the restroom?
f. Is there any amusing place in the hotel? Where is it?
g. Is there a place where we can listen to some music?
(We have piano music. There is a presidential lounge on 15th floor.You can enjoy yourself while drinking some wine.)
h. Is there any place for children?
IV. Check-out
①Handling payment
For guests
Indicaiton of check-out
a. I’d like to settle my bill, please.
b. I’m checking out and would like to pay my bill.
For staffs
Checking guests’ information
May I have your name and room number?
②Asking about the minibar and breakfast
a. Excuse me, have you used the minibar this morning?
b. Did you have breakfast this morning?
c. Have you used any hotel serives this morning?
③Total amount
a. That’s a total of …, please.
b. That’s … to pay, please.
④ Asking about the payment
a. How are you paying, …?
b. How will you be paying,…?
⑤Explaing items on the bill if necessary
a. The room rate is marked at the top.
b. These are your international calls. Here are your minibar expenses.
⑥ Asking for signature and providing receipt
a. If you could just sign here, please.
b. Could you just sign at the top here, please?
c. Would you please sign here?
Questions for discussion:
How to respond to following requests?
a. Picking up guest’s luggage
①Confirming whether luggage should be brought down before checking out
So you would like your luggage brought down/picked up before check out?
②Confirming time of checking out
What time/when will you be checking out?
③Suggesting bags to be packed before pick up
Could you make sure that your bags are packed before you leave?
Could you please get luggage ready 10 mins earlier?
④Confirming room number and name
⑤Reminding where luggage can be claimed during checking out
You could collect your luggage in the reception desk on the first floor/ in the lobby.
b. Collecting bags or items upon depositing
I would like to claim my luggage.
①Checking the tag
May I have your tag, please?
Could you please show your tag?
②Confirming total items
Is this everything?
③If anything left or lost, confirming its color, size, features
④Expressing apology
I’ll check again. Here it is. Sorry to keep you waiting.
I’ll bring a luggage cart.