1、Hotel Practical EnglishScene 14 Room ServiceTeaching ProceduresExercises 4Text3Hotel Practical English2Case Study5Home Reading6Free Talk1.Free Talk 1.How would you introduce room service to the guest?2.Why should room service staff use the guests name when speaking to him(her)?Give good reasons to s
2、upport your opinion,please.Hotel Practical English Dialogue 1 Could You Bring Me Some Food?(A:Room service server B:Guest)A:Room Service,may I help you?B:Could you bring me some food now?A:Sure.What would you like,madam?B:Can I have the seafood spaghetti?A:No problem,madam.Would you like anything to
3、 drink?B:Ill have a coke.A:Would you like to have some dessert?Marble cheese cake is very fresh and tasty.B:Oh,that sounds good.Ill take it.Thank you for the suggestion.A:My pleasure.B:Do you have Indian mango?A:Yes,we do.Hotel Practical EnglishB:Give me one Indian mango then.A:OK.Which room are you
4、 in?B:This is Molly Nelson in Room 791.A:Thank you,Ms.Nelson.Your food will be brought to you momentarily.I hope you enjoy it.Hotel Practical English Dialogue 2 Enjoy the Dinner,Please (A:Room service employee B:Guest)A:Room Service.May I come in?B:Come in,please.A:Good evening,Mr.Clinton.Here is th
5、e food you ordered just now.Where would you like me to put them?B:Leave them on the round table,please.A:Open the beer now or later,sir？B:Open it now,please.A:Here is the bill,sir.B:Can I have it charged to my account?A:Certainly.May I have your signature,sir?B:OK.A:Thank you,Mr.Clinton.Enjoy the di
6、nner please.Good night.B:Good night.Text Room Service SectionRoom Service Section is part of Food&Beverage Department.Room service,like food and beverage service as a whole,can reap more profit for the hotel,attract more occupancy and help support a higher average daily rate for guest rooms.Both lar
7、ge and small hotels allow its guests to order breakfast,lunch or dinner from their hotel rooms between certain hours of the day and night.Room service,which allows the guest to have food delivered to his or her room with just one phone call to the Room Service Section,is a convenient option offered
8、at the hotel.It is especially useful to business travelers who are unwilling or unable to leave the room for a meal.Room service is easy to use,and can be charged to the room,so the guest doesnt even need cash.Room service works in the similar way to the regular restaurant service.The customer place
9、s an order,the cooks make the food,and then the server picks up the order and delivers them to the guest room.Finally the server presents the check and obtains payment.Text It is necessary for the hotel to set service standards that will help guests feel special.In addition,they also make the guest
10、feel that the hotel seems luxurious.Hot food hot and cold food cold,no condiments forgotten and the order correct the first time are just the beginning of the room service.The crowning moment is the work of a caring professional room service attendant who presents the food,takes the covers off to di
11、splay what is there and sets the table in the appointed place so the guest can dine in the comfort and security of their room.A good server can sell dessert for delivery in a half hour when they may even remove the portions of the service the guest is finished with.This is service,this is hospitalit
12、y.Room Service Section must work closely with the Kitchen,Front Office and Housekeeping department to make sure that the standard of service satisfies the expectations of the guests.Exercises Role-play Activity The following is a role-play activity to practice ordering food from Room Service.Divide
13、the class into two groups:the room service attendants and the guests.And then have the students work in pairs.The following is a conversation just as a sample.The students can create conversations as they like.A:Room service.What would you like to order?B:Hi,Im in room 598 and Id like an order of th
14、e calamari and ten egg tarts.A:Do you want the calamari appetizer or the entree?B:Id like the appetizer.A:Anything to drink?B:A fresh orange juice.About how long will that take?A:Itll be about 35 minutes.B:Okay.Thanks.A:Could you tell me your name,please?B:Mary Rice.A:Thank you,Ms.Rice.Please call u
15、s if you have any other requests.Exercises (There was a knock on Marys door about a half hour later.)B:Who is it?A:Room Service.Hi,Ms.Rice.Where would you like me to put the tray?B:On the desk,please.A:The total is￥98.B:Oh,thats higher than what Id expected.A:Theres a 12%service charge for room serv
16、ice.B:Oh,I see.Can I charge it to the room?A:Sure.Just fill in the total here,write in your room number,and sign at the bottom.B:Okay,there you go.Thanks.A:Thank you and have a nice day.Exercises .Case StudyId like to Order Some FoodA:Room Service,this is Sarah,how can I help you?B:Yes,Id like to or
17、der some food.A:All right.What you would like to order?B:Im not sure.I dont see a menu here in my room.A:If you look on the table next to the television in your room,you should see a menu there.Do you see it?B:Oh,yes.Now I see it.OK.Lets see.Id like the chicken soup and a pizza.A:Would you a small p
18、izza or a big one?B:Whats the difference between them?A:The diameter of the small pizza is 20cm.And the big one has a diameter of 40cm.B:Ill take the small one.But I dont like mushroom.So dont spread mushroom on the pizza.B:All right.Case StudyA:And Ill also have a Caesar salad.Whats the difference
19、between traditional and light?A:“Light”means the dressing is non-fat,and“traditional”is regular dressing.B:Ill take light.Can you put the dressing on the side?A:Yes.We can put it on the side.B:OK.Thats all.A:Would you like anything to drink?B:Oh,yes.Just a second.A fresh lemon juice.A:All right,maam
20、.So thats a chicken soup and a pizza,no mushroom on the pizza,light Caesar salad,with dressing on the side,and a fresh lemon juice.Is that correct?B:Yes,thats right.A:Could you tell me your room number,please?B:Im in room 1219.A:1219.Thanks.And could you tell me your name,please?.Case StudyB:Jeff Li
21、ndberg.A:Thank you.Could you spell the last name for me,please?B:Sure.Its L-I-N-D-B-E-R-G.A:Thank you,Ms.Lindberg.Your total will be￥128.Your order should arrive within the next 20 minutes.B:Thank you.Bye-bye.A:Youre welcome.Goodbye.Case StudyRead the above conversation and complete the outline.You
22、should write your answers in no more than three words.Ms.Lindberg wants to order some food from 1 ,but she doesnt know 2 because she didnt find 3 .Ms.Lindberg ordered the 4 Caesar salad.Ms.Lindberg has to wait about 5 to get the meal she ordered.Home Reading Basic Procedures for Hotel Room ServiceWe
23、ll talk about something about the skills and knowledge required when providing room service in commercial accommodation establishments.This role is generally undertaken by food and beverage attendants in large establishments,but could also involve Front Office personnel and kitchen staff.Here are so
24、me basic procedures for hotel room service.First,take and process room service orders.Answer the telephone quickly and kindly in accordance with enterprise procedures and customer service standards.Check guests names and use them throughout the interaction.Clarify details of orders,repeat them and c
25、heck with guests for accuracy.Use suggestive selling techniques where appropriate.Advise guests of approximate time for delivery.Record room service orders accurately and check the information.Correctly interpret room service orders received from doorknob dockets.Transfer orders promptly to the appr
26、opriate location for preparation,where required.Home Reading Second,set up trays and trolleys.Prepare food and beverage items correctly for service periods.Prepare general room service equipment for use.Set up trays and trolleys in accordance with enterprise standards for a range of meals.Select suf
27、ficient service equipment and check for cleanliness and damage.Set up trays and trolleys so that they are balanced,safe and attractively presented.Collect all food items and beverages promptly and in the right order.Check orders before leaving the kitchen and prior to entering the room.Third,present
28、 room service meals and beverages to guests.Enter guest rooms upon appropriate response from guests and greet them politely.Consult guests about their preferences for where trays or trolleys should be placed in the room and advise them of any potential hazards.Place trays or trolleys safely and conv
29、eniently.Serve and place meals and beverages correctly.Home Reading Fourth,present room service accounts to guests.Check guests accounts for accuracy and present them to guests politely.Promptly present cash payments to the cashier for processing,and payment.Present charge accounts to guests for sig
30、ning and charge the expenses to their room accounts.Fifth,clear the room service area.Check and clear floors promptly for used room service trolleys and trays.Return trays and trolleys to the room service area.Home Reading .Home Reading Decide whether the statements are true(T)or false(F)after readi
31、ng the passage above.1.The skills and knowledge that mentioned in this passage only involve Front Office personnel and kitchen staff.（）2.It is rude to use the guests name in the conversation.（）3.Make sure the trays and trolleys are clean before collect the food.（）4.You have to knock the guests door before entering it.（）5.All the expenses will be charged to the guest room accounts.（）Thank you!
