WorkplaceEnglishforHotel酒店職業(yè)英語

UnitTwo

HelpingwithObtainingItems

Chapter2WorkinginHousekeepingDepartmentABTheagentthenrelaystherequesttotheappropriatehoteldepartmentforprocessing.CAhoteloffersspecialequipmentandsuppliestoensurethattheguestsaresatisfiedwiththeirstay.OnOfferingGuestSuppliesOnOfferingGuestSupplies:Hotelguestsmayrequestspecialequipmentandsuppliesduringthereservationsprocessorduringtheirstays.Theywillalmostalwaysaskafrontdeskagent.Catalogue123456TaskDecompositionTaskFulfillingTaskReinforcementTaskExtendingProfessionalAdvancement7TaskDescriptionPeerAssessmentTaskDescriptionMaryWhitestaysinroom602inGrandHotel.ShecallsHousekeepingforanironandanironingboardtoironherdressforameetingthefollowingday.Shedoesn’tknowhowtousethemsothehousekeeperoffershelp.Task1:HelpingwithObtainingItemsasaHousekeeperDan,aguestfromHollandcallsFrontOfficetoobtainachargerandanadaptorforhisnewdeviceofaniPhone7Plus.Pleasehelptheguestandtellhimthataformneedstobefilledout.Task2:HelpingwithObtainingItemsasaReceptionistTaskDecomposition2.1UsefulWordsclotheshangeradaptortransformeradditionalblanket2.12.22.3hairdryerironbabycotironingboard2.12.22.32.2WordsChargingavailable[

?'ve?l?b(?)l]iron['a??n]formal['f??m?l]plug[pl?g]electrical[?'lektr?k(?)l]socket['s?k?t]adj.可獲得的，可得到的vi.&vt.熨衣，熨燙n.熨斗adj.正式的vt.插插座n.插座adj.電的n.插座2.12.22.32.12.22.32.3WorkingProceduresandUsefulSentencePatterns2.3.1Answeringguests’requestsaboutparticularitems.

Doyouhaveanironavailable?

I'mcallingtoseeifyouhaveachargerformymobilephone.

CanIhaveanextrablanket?

Cansomeonebringmeahairdryer,please?

I'dliketohavesomemoreclotheshangers.2.12.22.32.3WorkingProceduresandUsefulSentencePatterns2.3.2Dealingwithguests’requestsaboutparticularitems.

I'llbringthemtoyourightaway.

Someonewillsendittoyourroomimmediately.

I'llhavetocheckifanyisavailable.

I'mafraidallofthetransformershavebeensentout.

I'llhavesomeonesendsometoiletpapertoyourroomatonce.TaskFulfilling3.1Sampleconversationabouthelpingwithobtainingitems

(H:Housekeeping;M:MaryWhite)H:Goodevening,HouseKeeping.HowmayIhelpyou?M:ThisisMaryWhiteinRoom602.Doyouhaveanironavailable?H:Yes,wedo.Doyoualsoneedanironingboard?M:Oh,that’sgreat.I’dliketoironadressforaformalmeetingtomorrowmorning.H:I’llhaveanironandanironingboardsenttoyourroomimmediately.M:Thankyouverymuch.(Severalminuteslater…)3.13.2H:Goodevening,Mrs.White.Herearetheironandironingboard.M:Thankyou.Theyalllookniceandnew.Wouldyoushowmehowtousethem,please?H:Sure.First,youneedtoaddsomewaterintotheplasticboxoftheiron.Thenplugtheironintoanelectrical

socketandwaittillthegreenlightisturnedon.Thenyoucanuseitforironingyourclothes.M:Thankyouverymuch.That’sveryhelpful.H:Youarewelcome.Haveagoodnight.Goodbye.M:Goodbye.3.13.2

3.1Sampleconversationabouthelpingwithobtainingitems3.2Sampleconversationabouthelpingwithobtainingitems(R:Receptionist;D:Dan,guestfromHolland.)R:Goodafternoon,FrontDesk.WhatcanIdoforyou?D:Goodafternoon.I’mcallingtoseeifyouhaveachargerformymobilephone.IforgottopackitupinmysuitcasebeforeIleftforChina.R:Don’tworry.IsitaniPhoneorandroidphone?D:Oh,it’sanewiPhone7Plus.R:Wehavesomepowercordswithus.3.13.2D:Bytheway,doyouhaveanadaptorwhichchangestheshapeoftheplug?I’mafraidminedoesn’tfitinthesocketsinmyroom.R:Wekeepadaptorsforguestsfrommanypartsoftheworld.D:Howwonderfulitis!R:WouldyoupleasecometogetthemattheFrontDesk?Aformalsoneedstobefilledout,sir.D:That’sfine.I’llbethereinaminute.R:Byefornow.Thankyouforcalling.?3.13.23.2SampleconversationabouthelpingwithobtainingitemsTaskReinforcementMakeasituationalconversationabouthelpingwithobtainingitemsStudentA:YouareaguestinRoom1203.YoumakeaphonecalltoHousekeepingforhelpbecauseyouneedachargerforyourCanoncamera.StudentB:Youareahousekeepingclerk.Answerthephoneandtellhimthatthehoteldoesn’thaveachargerforcamera.4.1RolePlays14.14.24.34.44.54.6

MakeasituationalconversationabouthelpingwithobtainingitemsStudentA:YouareaguestinRoom609.Youneedatransformerforyourshaver.StudentB:Youareahousekeepingclerk.Answerthephoneandtellhimthatyouwillhavesomeonesendatransformertotheguest’sroomatonce.4.1RolePlays24.14.24.34.44.54.64.2ListeningPractice

4.2.1Listentotheconversationandfillintheblankswithawordorwordsyou’veheard.（S:Staff;G:Guest）S:Goodafternoon.Housekeeping.HowmayIhelpyou?G:Yes,I’dliketohavean1)___________________inourroom.S:MayIhaveyournameandroomnumber,please?G:Iam2)_____________________inRoom809.S:Yes,Mr.Smith.Yousaidyouneededoneextrabedinyourroom.AmIcorrect?4.14.24.34.44.54.6extrabedPeterSmith4.2ListeningPractice

4.2.1Listentotheconversationandfillintheblankswithawordorwordsyou’veheard.G:Exactly.S:Andwhatkindofbeddoyouneed?Forchildrenorfor3)_____________?G:Forourmother.S:I’mafraidwehaveto4)______________halfofoneroomnightrateforsuchabed,thatis,RMB440Yuanpernight.G:Wewilltakeone.4.14.24.34.44.54.6adultscharge4.2ListeningPractice

4.2.1Listentotheconversationandfillintheblankswithawordorwordsyou’veheard.S:Whendoyouwishthebedtobeplacedinyourroom,sir?G:Eh,anytimebeforeourmotherarrives.Thatisaround5:00p.m.S:Good.Wewillhaveyourrequest5)_______________attheReceptionDeskfirst,andthechargewillbebilledtoyourroomaccount.G:Noproblem.Couldyoubringinonemoreblanket,please?S:Sure.Wewillalsoprovideanothersetofguestsuppliesintheroom.G:Thatwouldbefine.4.14.24.34.44.54.6registered4.2ListeningPractice

4.2.2Listentotheconversationbetweenahousekeepingclerkandaguest.Thentickthecorrectanswers.1)WhatdoesMr.Whitewanttodo?A.ChatwithLisa.B.Borrowanadaptor.C.CallLisatocollectthelaundry.2)WhatdoesLisaaskMr.Whitetosignaform?A.Justtomakesurethattheitemwillbereturned.B.Becausetheitemwillbecharged.C.Becausetheguestwillbringitout.4.14.24.34.44.54.64.2ListeningPractice

4.2.2Listentotheconversationbetweenahousekeepingclerkandaguest.Thentickthecorrectanswers.3)HowisLisa’sbehavior?A.Itisdifficulttoinfer.B.Sheissorude.C.She’squitepolite.4)Whatcanbeinferredfromtheconversation?A.Someguestshaveneverborroweditemsfromthehotel.B.Someguestshaveforgottentoreturntheloaneditems.C.Noguestshaveforgottentoreturntheloaneditems.4.14.24.34.44.54.64.2ListeningPractice

4.2.3Listentotheconversationanddecidewhetherthefollowingstatementsaretrue(T)orfalse(F).1)Byamenities,theguestmeansthefreestuff.()2)Theguesthasusedupalltheamenitiesinhisroom.()3)Thereisasouvenirshoponthefirstfloor.()4)Theguestwillpayfortheextrahotelsouvenirs.()5)Thehotelwillnotgivetheguestmoreamenities.()4.14.24.34.44.54.6FFTFT4.3Matching

ColumnA1）babycot 2）hairdryer3）ironingboard 4）clotheshanger5）transformer6）additionalblanket7）adaptor8）plug 9）iron10）charger11）powercord

ColumnBA.熨斗B.電源線C.變壓器D.熨衣板E.插座F.嬰兒床G.轉(zhuǎn)換插頭H.充電器I.掛衣架J.吹風(fēng)機(jī)K.額外的毛毯4.14.24.34.44.54.6

FJDICKGEAHB4.4Translation

4.4.1PutthefollowingsentencesintoEnglish.1）我想在房間里加一張床。2）我能再多要一些茶包嗎？3）我衛(wèi)生間的衛(wèi)生紙用光了。4）我房間能要個花瓶好盛花嗎？5）有時酒店的衛(wèi)生間用品包里沒有牙膏。4.14.24.34.44.54.6I’dliketohaveanextrabedinmyroom.MayIhavesomeextrateabags?Ihaverunoutoftoiletpaperinthebathroom.MayIhaveavaseforsomeflowersinmyroom?Toothpasteissometimesnotincludedaspartofyourhotel'sbathroom-amenitiespackage.4.4Translation

4.4.2PutthefollowingsentencesintoChinese.1)Couldyoubringinonemoreblanket,please?2)Thechargewillbebilledtoyourroomaccount.3)Youcanreturntheadaptortothecashierwhenyoucheckout.4)I’llhavethattakencareofimmediately.5)Hotelsoftenstocktravelguidesineachguestroom.4.14.24.34.44.54.6請給再拿一條毛毯來。費(fèi)用會記到您的房賬上。我會馬上處理此事。酒店通常會在每個房間放上旅游指南手冊。你退房時可把轉(zhuǎn)換插頭交還給收銀員。4.14.24.34.44.54.64.5MultipleChoices1)Idon’tthinkthesetoysare____________foryoungchildren.A.capableB.probableC.suitableD.reasonable2)Hehasforgottenthenameofthe____________wherehehadlunchyesterday.A.cinemaB.restaurantC.concertD.theater3)Mr.Johnsonhasnotdecidedwhetherhewill__________thechainhotelinthesmalltown.A.leadtoB.putupC.takeoverD.handin4)John’ssuccessinhiscareerwillbeagreat___________tohisagedparents.A.satisfactionB.attractionC.solutionD.pollution5)Mywifeisoutofworknow,sowehaveto___________onourlivingexpenses.A.cutdownB.cutinC.cutoffD.cutoutDiscussthefollowingquestionswithyourpartnersandtrytosolvetheproblemsconcerninghelpingguestswithobtainingitems.1)Whatwouldyousaywhenyouanswerthephone?2)Whatarethecommontypesofguestloanitems?3)Whatwouldyousayifyoudon’thavetheloanitemrequiredbytheguest?4)Whatwouldyousaywhenyouwanttheloanitemreturnedtothefrontdeskassoonaspossible?5)Whatwouldyousaywhentheguestneedstopayforanextrabedintheroom?4.6Discussion4.14.24.34.44.54.6TaskExtending5.15.25.Readthepassagebelow,andanswerthefollowingquestions

1.WhataretheresponsibilitiesofHousekeepingDepartmentasregardtoloaningitemstoguests?Thehousekeepingdepartmentistypicallyresponsibleformaintainingtheinventoryofguestloanitems,respondingtoloanrequests,andtrackingtheitemstomakesuretheyarereturned.5.15.25.Readthepassagebelow,andanswerthefollowingquestions

2.Whatarethetypesofguestloanitemsmentionedinthepassage?Suchitemstypicallyincludesewingkits,airpurifiers,cribs,bedboards,computerandphonechargecords,andvoltageadapters.Otheritemskeptonhandforguestsmayincludevases,curlingirons,avarietyofpillowsandblankets,specialtycommunicationandalarmdevicesforguestswithdisabilities,rollawaycots,andtablesandchairs.5.15.25.Readthepassagebelow,andanswerthefollowingquestions

3.Whatdotheparlevelsforguestloanitemsdependon?Thetypesofguestloanitemsmaintainedatthehotelgenerallydependuponthehotel’slevelofserviceandthetypicalneedsofitsclientele.Thequantitiesmaintainedininventorydependonthesizeofthehotelandtheanticipatedvolumeofguestrequests.5.15.25.Readthepassagebelow,andanswerthefollowingquestions

4.Whatin