全屏显示专题章节

G:Sure, thank you.Please put my bag in the wardrobe.Oh, what a nice double bed and lovely pillows!Are the sheets changed every day?

B:Yes, they’re changed every day.Shall I open the drapes for you, ma’am?

G:Yes, please.Where is the remote control for the TV?

B:It’s here, ma’am.This is the switch for the lamp.

G:It’s rather hot today.Could you turn on the air-conditioner, please?

B:Of course, ma’am.Here’s the mini-bar.There’re many kinds of drinks for you to choose from.Will there be anything else, ma’am?

G:No more, thank you.

A.1.Shall I make up your room now, sir?

2.When would you like us to clean your room?

3.Shall I be back later?

4.I’ll come back in an hour.

5.Let me change the pillowcases for you.

A.(RA:Room Attendant; G:Guest)

RA:Housekeeping.May I come in?

RA:Good evening, Mr.Harris.May I complete your evening turn-down service now?

G:I’m expecting some friends.Could you come back later?

RA:Yes, Mr.Harris.I’ll come back in one hour.Is that OK?

G:Well, could you come in one and a half hours?

G:Oh, by the way, could you bring me some hot water and fresh towels? I want to treat my friends to typical Chinese tea.

RA:Of course, Mr.Harris.

G:I think I also need two more teacups.

RA:Right away, Mr.Harris.Anything else I can do for you?

G:No more.Thank you very much.

B.Guests sometimes wish to sleep late, or they may have work to do and do not wish to be interrupted.The “Do Not Disturb” sign simply indicates that the guest wishes his room to be made up later than usual.It does not mean the guest does not wish his room cleaned.Room attendants should recheck rooms displaying “Do Not Disturb” signs after they have made up the other rooms they are responsible for.When the sign is removed you may proceed into the room, but always knock before entering.

A.Trump International Hotel and Tower Chicago, also called Trump Tower Chicago, locates at 401

North Wabash Avenue along the Chicago River.It was completed in 2009 and is the second-tallest building in Chicago.It makes its mark and quickly earns a reputation for luxury.The tower stands out with its impressive stainless steel and gleaming glass structure.Naturally, guests have nothing but praise for the staff, from the bellman to the concierge.

Unit Eight Laundry Service

A.1.blouse 2.dress 3.gloves 4.jacket 5.pajamas 6.scarf 7.socks

8.sweater 9.tie 10.vest 11.T-shirt 12.shorts 13.trousers 14.coat 15.skirt

A.(H:Housekeeping; G:Guest)

1.H:Good morning, Housekeeping.How may I help you?

G:Could you send somebody to pick up my laundry?

H:Of course.May I have your name and room number, please?

G:Sure.I’m Helen Scott, and my room number is 521.

H:We will come to pick up your laundry within five minutes, Ms.Scott.(Knock, knock, knock)

H:Housekeeping.May I come in?

H:I’m here to pick up your laundry.

G:Here you go.A T-shirt, a sweater and a blouse.That’s all.Is it OK?

H:Yes, Ms.Scott.Any special requests?

G:Please have my sweater hand-washed in cold water.

H:No problem, Ms.Scott.Your laundry will be back tomorrow morning.Have a nice day!

2.H:Good afternoon, Housekeeping.How may I help you?

G:Good afternoon.This is Mr.Wilson in Room 1602.I’d like to have my suit and shirt cleaned.

H:Sure.We’ll send someone to pick up your laundry in ten minutes.

G:Oh, I can’t wait here.Could I just put them in the laundry bag?

H:Of course, Mr.Wilson.Have you filled out the laundry list?

G:Yes, I have.Please make sure my suit is dry cleaned.

H:Will you make a note of it in the laundry list?

G:OK.When will my clothes be returned?

H:We’ll deliver them tomorrow evening.

G:That sounds good! Thank you.

A.(H:Housekeeping; G:Guest)

1.H:Good morning, Housekeeping.How may I help you?

G:This is Tom Arnold in 832.My jacket needs washing.I’m in a hurry.

H:We can help you, Mr.Arnold, but there is a fifty percent extra charge for fast service.

G:That’s all right.Could you send someone up immediately to pick it up?

H:Yes, we’ll be there in five minutes.Please fill out the laundry list.

2.H:Good afternoon, Housekeeping.How may I help you?

G:Could you tell me where I can find the laundry bag?

H:It’s in the desk drawer.

G:I have a tie and my wife has a skirt to be dry cleaned.

H:We’ll send someone to pick your laundry at once.

G:When can I get them back?

H:We’ll deliver your laundry by 10:00 a.m.tomorrow morning.

A.When the floor attendant finds the guest’s laundry bag hanging on the doorknob, he/she should tell the laundry worker to collect it.

If the guest telephones to ask for the express service or other special cleaning services, the floor attendant should collect the laundry at once and ask the guest to write down all his or her special requests on the laundry list.The attendant should tell the laundry worker of the guest’s requests when he or she takes the laundry down to be cleaned.

If the guest wants to have clothes pressed in the guest room, the floor attendant should provide an iron and ironing board and show him/her how to use them.

A.Room attendants generally visit the occupied rooms daily to check the laundry.They may receive

special laundry requests from guests.The main steps are as follows:

· Before entering the guests’ rooms, knock at the door twice and announce as “Laundry Service”.

· Collect the laundry and check the clothes for any damages or any valuables in the pockets.

· Help the guests to fill in the laundry list with details like specific instructions such as expected delivery time.

· Put clothes in separate laundry bags depending on specif ics given by the guests.Leave a copy of the list with the guests.

· Before delivering the laundry, use the laundry list to crosscheck, such as correct room numbers, the number of laundered pieces and the tagging of the laundered clothes.

· Inform the housekeeping department about the delivery.

· Deliver the laundered clothes to the guests and place the bill along with the laundered clothes.

Unit Nine Guests’ Requests

B.Alice:My name is Alice.I’m 21 years old.As a housekeeping clerk, I need to have a good command of English.I should answer the telephones within 3 rings or 15 seconds.I’m responsible for the services requested by guests; delivering equipment and supplies; maintenance requests,handling guests’ complaints, lost and found, and the like.I meet different people.I don’t mind working evenings.I love my job.

Lisa:I’m Lisa.I’m a room attendant.I’m also called a housemaid or chambermaid.We do different shifts.It is awful to work on weekends.I have many responsibilities, such as making and changing beds, dusting furniture, vacuuming or cleaning floors and carpets, cleaning the bathroom,replacing towels, washcloths and replenishing toiletries.I also do evening turn-down service.I’m always busy.

Helen:I’m Helen.I’m an experienced PA cleaner.PA means public area.I’m responsible for all public rooms, lounges, corridors, halls, public washrooms.It’s really hard work.I don’t like my job.

Being a PA cleaner is kind of boring.I’m shy and timid.I speak little English.I’m not very good at learning languages.It’s hard for me to find better jobs.

Jane:My name’s Jane.I’ve been working in the hotel business for 12 years.Now I’m working as a housekeeping manager.I’m in charge of all housekeeping functions.I hire, train and supervise all housekeeping workers.My job is really challenging.I love my job.

A.In all hotels, room attendants do the actual cleaning of the guest rooms.Cleaning public areas is the PA cleaner’s job.This includes the cleaning of all public rooms, lounges, corridors, halls, public washrooms and various offices in the hotel.

The Housekeeping Department’s responsibility does not end with cleaning.Housekeeping is responsible for guest satisfaction, which can include making sure that special requests for items such as extra pillows or hair driers are met, or scheduling public area cleaning so as to avoid disturbing the guests.The smooth functioning of the room is one of the focuses of the department.This may include other guest services, such as early morning tea, guest laundry, baby-sitting and other personal services.

A.(E:Employee; G:Guest)

1.G:I have a terrible headache.Can you send me some medicine?

E:I’m sorry, sir.We don’t carry medicine in Housekeeping.They may have some at the Drug Store near the lobby.

2.G:My father feels very sick.Please send your resident doctor to my room at once.

E:I’m sorry, sir.But our resident doctor is away for a medical meeting.I’ll send the resident nurse for you.

3.G:Can I have three extra chairs, please? My friends are coming to visit me.

E:Of course.Could you give me your name and room number?

4.G:My husband and I want to go out this evening.So, can you look after our baby?

E:I’m sorry, ma’am.We don’t have a baby-sitting service.

5.G:Could you bring me another pillow? Mine is too low.

E:Certainly, sir.I’ll bring you another one right away.

6.G:Can I have something to drink at this hour?

E:Yes, the coffee shop on the first floor is open around the clock.

B.1.ironing board 2.slippers 3.nail clippers 4.cotton buds

5.toothbrush 6.scissors 7.cell phone charger 8.toothpaste

9.clothes hanger 10.shower cap 11.iron 12.hair drier

A.1.sling 2.bruise 3.stitches 4.bandage 5.bleeding 6.cut

B.(B:Bellboy; D:Doctor; G:Guest)

G1:Help, sir.Would you come here, please?

B:Yes, ma’am.What’s happening?

G1:I have an emergency.My husband has just fallen down the stairs.I think he is badly hurt.

B:I’m so sorry to hear that.Please don’t move him.I’ll call a doctor at once.

G1:Yes.Please do and make it quick.

D:Hello, where does it hurt, sir?

G2:Bad luck.My right knee is bruised with a throbbing ache, and I can’t stand up.Also my left hand is bleeding.

D:Don’t worry, sir.Luckily it’s only a minor injury.I’ll bandage your cut.Have a good rest in your room and you will be fine.

G2:You’re very helpful.Thank you very much.

1.(O:Operator; G:Guest)

O:Good evening, Mr.More, how can I help you?

G:I want to have a wake-up call for tomorrow morning.

O:What time do you want the call, Mr.More?

G:I need two calls, one at 6:00 and the other at 6:15.

O:OK.A morning call at 6:00, and then again at 6:15.

G:Oh, can I change the 6:15 wake-up call to 6:30?

O:Sure.Is there anything else I can help with, Mr.More?

G:I can’t think of anything right now.If I do think of something, I’ll be sure to call again.

O:Alright, Mr.More.Good night!

2.(H:Housekeeping Clerk; G:Guest)

H:Good afternoon, Housekeeping.How may I help you?

G:Yes, please.Do you have any doctors in the hotel right now?

H:Is that Mr.Smith in Room 1105? May I know what the problem is?

G:I have a bit of high temperature and a cough.

H:Don’t worry, Mr.Smith.I am sending the hotel nurse to your room at once.And I will call the doctor.

Unit Ten Repair and Maintenance Service

C.(E:Employee; G:Guest)

1.E:Good morning.Front desk.How may I help you?

G:This is Room 824.I’m having problems with the bathroom.

E:What exactly is the matter, sir?

G:The water keeps running in the toilet.

E:I see.I’ll send a plumber immediately.

G:There is another problem.There isn’t any hot water in the bathroom.

E:We do apologize for the inconvenience, sir.The plumber will see to that as well.

2.E:Good evening, housekeeping.How may I help you?

G:Good evening.Can you sent another hair drier to Room 1011, please?

E:What seems to be the problem, ma’am?

G:The hair drier in my room doesn’t work.

E:I see, but we don’t have extra hair driers.I’ll send a repairman up right away.

3.E:Good evening, housekeeping.How may I help you?

G:The TV set is out of order.

E:Are you sure it’s turned on?

E:I’m sorry about that.I’ll see to it at once.Can I have your room number, please?

4.E:Good afternoon.Front desk.How may I help you?

G:Yes.This is Nancy Wilson calling from Room 1507.The shower head is plugged up.

E:I’m sorry to hear that.I’ll send a repairman right away.

5.E:Housekeeping.How may I help you?

G:Yes.There seems to be something wrong with the air-conditioner.

E:I’ll send someone to repair it immediately.Can I have you room number, please?

B.1.We’ll send someone up to your room right away.

2.Don’t worry, sir.We can have it replaced.

3.Maintenance can be there within 15 minutes.

4.The toilet is plugged up.

A.(E:Employee; G:Guest)

1.G:Our television is broken.

E:What’s wrong with it?

G:There’s no sound.I have another problem.I can’t find the remote control.

2.G:Look! There’s a crack in the window.It’s too cold in my room.

E:Oh, sorry.I’ll inform the front desk to change a room for you.

3.G:One of the light bulbs in my room is burned out.Can you send someone to help as soon as possible? I’d like to do some reading.

E:No problem, ma’am.I’ll send a room attendant in five minutes.

4.G:Please send a repairman up to Room 928 right away.

G:The sink is plugged up.The bathroom is like a swimming pool now.

5.G:My air-conditioner is out of order.I can’t control the temperature.It’s too hot in here.

E:We’ll send someone up to take care of it right away.

6.G:Can you send someone to help me?

E:What seems to be the problem, ma’am?

G:The water tap can’t be turned off.

E:A repairman will be there in five minutes.

A.(H:Housekeeping; G:Guest)

1.H:Housekeeping.How may I help you?

G:There’s something wrong with the air-conditioner in my room.

H:What seems to be the problem?

G:There’s no cold air coming out.

H:May I have your name and room number, sir?

G:Peter Black from Room 802.

H:We’ll send a repairman immediately.

G:Oh, and another thing.The people next door are too noisy.

H:I’m sorry, sir.We will check into it.

2.H:Housekeeping.How may I help you?

G:This is Emma Cooper in Room 1112.Can you send a plumber?

G:I’m having a problem with the toilet.

H:Can you describe the problem?

G:The toilet doesn’t flush.The water in it is running over.The bathroom is flooded.

H:Oh, don’t worry, miss.We’ll send a plumber within five minutes.

A.1.What’s wrong with the air-conditioner?

2.Can I have your name and room number, please?

3.What seems to be the problem?

4.How long will it take?

B.Guests have expectations about the hotel.They expect that basic items like hot water for baths and showers, guest room lights should work and temperatures are comfortable in the hotel’s public areas and guest rooms.

It’s easy to see why, for example, it is critical to change a burned-out light bulb in a hotel’s parking lot.Guests need to be able to see in the parking lot at night, guest safety is affected, and the entire hotel will look better if the light bulb is promptly replaced.In a similar manner, a guest’s room television that does not work properly should be promptly repaired or replaced, otherwise customer satisfaction will be affected.It’s less easy yet just as important, to see that someone should be responsible for maintaining all of the hotel’s equipment and facilities in the public areas, guest rooms,and food service and laundry areas.If this is not done, guest complaints will creat negative publicity for the hotel.“Word of mouth” is very important in the service industry business.

D.(F:Front office clerk; G:Guest)

G:I have another problem.The window cannot be shut completely.It’s very cold here.

F:We’re awfully sorry.We’ll have someone from maintenance up immediately.

G:I think I would rather have another room.

F:Could you hold, Mr.Wilson.Let me have a check… Will Room 1031 be all right?

A.Here are some primary duties and tasks of the Maintenance Department.

· Ensure all types of equipment are checked regularly for proper and efficient operation.