饭店实用英语scene-9课件.ppt

1、Hotel Practical EnglishScene 9 Laundry ServiceTeaching ProceduresExercises 4Text3Hotel Practical English2Case Study5Home Reading6Free Talk1.Free Talk 1.How does the valet laundry service work at a hotel?2.What kind of work do people do in the hotel laundry?Give good reasons to support your opinion,p

2、lease.Hotel Practical English Dialogue 1 How Much do You Charge for Express?(A:Housekeeping Attendant G:Guest)A:Housekeeping.May I come in?G:Come in,please.A:Good morning,sir.Do you have any laundry？Im here to collect them.B:No,thank you.But I have one question.If Id like to have some laundry done,w

3、here should I leave them?A:If you have any,put them in the laundry bag in the wardrobe.The laundry man comes over to collect them before 10:30 AM every day.B:I see.But sometimes my shirt needs washing in the afternoon.What should I do then?A:You can call the Housekeeping department for express servi

4、ce,sir.B:How much do you charge for express?A:According to the rule of our hotel,you have to pay 50%extra charge if you have your laundry done from 10:30 AM to 1 PM.But well charge 100 more for express from 1:30 PM to 4 PM.B:Thank you very much.I think its better to get the laundry done before 10:30

5、.Hotel Practical EnglishA:Yes,sir.But dont forget to fill in the laundry form when you need the laundry service,sir.B:Where is the laundry form?A:Its in the drawer of the desk.B:Thanks for your information.Hotel Practical English Dialogue 2 I Havent Received My Laundry Yet (R:Receptionist G:Guest)G:

6、Hello,wheres my laundry?Its already 8:00 PM and I havent received my laundry yet.R:May I know your room number,madam?G:821.R:When did you send it?G:This morning.R:Before 10:30,madam?G:Yes.Im sure when I left the room at 7 oclock,I put my laundry into the bag and then I filled the laundry form.R:Dont

7、 worry,madam.Ill check with Housekeeping to see if your laundry has come back.Ill call you back soon.G:OK.R:Hello,Mrs.Brian?This is Reception.Hotel Practical EnglishG:Hello.R:The laundry man is delivering the laundry right now.Im very sorry for the delay.G:Thats OK.By the way,what if there is any la

8、undry damage？R:If that is the case,the hotel should certainly pay for it.G:How much will you pay for the damage？R:The indemnity shall not exceed ten times the laundry.G:That sounds quite reasonable.I hope theres no damage at all.R:Dont worry,madam.The staff in the laundry are all professional cleane

9、rs.G:All right.Thanks a lot.R:Youre welcome.Good night,Mrs.Brian.Text Laundry Service in a Hotel A lot of good quality hotels offer laundry services for room occupants.The cost of the service will vary between hotel chains,but the process for using the service is fairly standard.Laundry that belongs

10、 to the housekeeping department is an essential part of a hotels service.It ensures that cleanliness of all linens and garments is maintained by the hotel.This is very important to a guests well being,comfort and overall satisfaction.The quality of the hotel laundry can be a factor in whether a cust

11、omer returns to the hotel again.Laundry service in a hotel includes ordinary washing and dry cleaning.Same-day turnaround is standard service provided by the hotel laundry,if it is received before the time indicated.In most cases hotels have 24-hour laundry services and can provide laundry valet ser

12、vice within a short period of time.The laundry attendant has to come to guest rooms to collect the laundry before the required time every day.In case he misses a room,he has to pay all the money for the guests laundry.During the peak season,sometimes laundry cant be returned on time.This is the caus

13、e for serious complaints,especially for short stays.Therefore,if you know there is going to be a delay,the guest should be alerted before hand.In addition,if a guest would like his laundry done over the required time,he has to pay extra charge.Text It is the responsibility of the laundry attendant t

14、o clean garments,with the service washing,drying,and folding the laundry.Additional services like stain treatment and ironing are also offered in the hotel.Hotel laundry attendants must ensure that all articles are well labeled and stored so that none of the garments gets lost or misplaced.The laund

15、ry worker is responsible for repairing minor damages on a clients garments as well.Exercises Role-play Activity The following is a role-play activity to practice laundry service.Divide the class into two groups:laundry men and hotel guests.And then have the students work in pairs.The following is a

16、conversation just as a sample.The students can create conversations as they like.H:Housekeeping,may I help you?G:Yes.Im missing a skirt.I put two skirts in the laundry bag this morning,but only one came back.H:Whats your room number,please?G:1156.H:Ill check it up now.Ill call you back shortly,madam

17、.G:Hello?H:Hello.This is Housekeeping.G:Did you find my missing skirt?H:Yes,madam.The laundry man put it into the linen trolley by mistake.G:Its white.Is it stained?H:No,madam.I guarantee to return a clear white skirt to you tomorrow morning.Exercises H:A housemaid is on her way up to your room with

18、 an IOU slip for the missing piece of laundry.Can you sign on it?G:Of course.H:Im very sorry for the inconvenience,madam.Anything else I can do you?G:Well,Ill attend a meeting tomorrow morning,so can you hang my skirt up in the wardrobe?H:Sure,madam.Good night.G:Good night.Case StudyThe Laundry Char

19、ge is Too HighMr.John(G)found there is something wrong with his laundry bill.He called theFront Desk.A receptionist(R)is answering the phone now.R:Good morning,Reception.May I help you?G:Yes.I have my suspicions about the bill.R:May I have your room number,please?G:711.R:Whats wrong with your bill,s

20、ir?G:The laundry charge is too high.I only used the laundry service three times last month.It cant be 780 yuan.R:Just a moment,please.Let me get your laundry slips for last month.According to our records you used the laundry service five times last month,sir.G:Its impossible.Its absolutely wrong.R:I

21、 have the copies of your laundry slips here as well.Would you like to come down to check them?G:Yes,I would.Thank you.Case StudyG:Hello.Im here to see my laundry slips.R:Hello.Are you Mr.John in Room 711?G:Yes,thats right.I think there must be some mistakes.R:Here are your laundry slips.G:These two

22、are not mine.R:Arent they your signature,sir?G:No,they are not.I think this says 717,not 711.Its not very clear.R:Let me seeYes,you are right,sir.Okay,Ill check the signature of the guest in Room 717.G:Well,anyway,theyre not mine.Could you take them off my bill,please?R:I will.Im sorry for the mista

23、ke.Ill change it for you.The total is 430 yuan.G:Here you are.Could you print up a new bill for me?R:Certainly,sir.Could you wait a moment,please?G:OK.Thank you.Case StudyRead the above conversation and complete the outline.You should write your answers in no more than three words.Mr.John thinks the

24、re is something wrong with 1 .Mr.John said that he just had his clothes washed 2 in the laundry,but he was charged 3 .The cashier made mistakes just because the room number 4 .There are 5 belong to the guest in Room 717.Home Reading Using the Laundry Service in a HotelMany quality hotels offer laund

25、ry services for their guests.Using the laundry service at a hotel is a simple task.Below are some instructions on how to get your garments washed and pressed while on a trip.First,you need to locate the laundry bag inside your hotel room or suite.This can usually be found in the bathroom or closet.N

26、ext,check the cost of each item and the requirements for service by reading the attached card.Gather all the pieces of clothing that need to be laundered and place them in the provided bag and tie it securely.Then,fill out the attached card and indicate any garment that might need special attention.

27、Once that is done,call the housekeeping department to inform them that the laundry is ready to be picked up.Leave the dirty clothes where the hotel staff instructs you.At this point,you simply need to wait for items to be returned.If you had it sent in the morning,it will generally be returned befor

28、e dinner.Home Reading Decide whether the statements are true(T)or false(F)after reading the passage above.1.Its too complicated to explain how to use the laundry service at a hotel.（）2.Guests can get the laundry bag inside the wardrobe.（）3.The price of the laundry is written on the attached card.（）4.The housekeeping staff will pick up your laundry.（）5.If the laundry man collects your laundry in the morning,it will be returned the same day.（）Thank you!