1、Unit 21 Room ServiceI.SNAPSHOT Room service or in-room dining applies only when guests want to have their food in the guest room.Only hotels of four-or five-star rating offer room service.II.Wordscloche 钟形盖钟形盖 hot box 热箱热箱 trolley 手推车手推车 door knob menu 门把菜牌门把菜牌 book menu薄式薄式 electronic menu 电子菜单电子菜单
2、 III.Procedures of taking room service order by phone Step1 Pick up the phone within three rings 三声之内接起电话 Step2 Greet guest 问候客人 Step3 Record information of the guest:Room number,name,food ordered,delivering time and any particular requests 记录客人房号、姓名、所点食物、送达时间、及 其他任何特殊要求 Step4 Confirm all informatio
3、n 重复信息 Step5 Thank the guest for calling (let the guest hang up first)致谢IV.Procedures of preparation of room service delivery Step1 Receive the order 接到订单 Step2 Set up the trolley according to the order 根据菜单按标准摆台 Step3 Record the order delivering 登记送餐记录 Step4 Get bill from cashier and know the way o
4、f payment(ask guests to sign the bill or get cash ready)从收银处取账单并了解付款方式（让客人签单或准备现金）Step5 Stamp and recheck the dishes from the kitchen 从厨房出菜，加盖并核对 Step6 Use staff lift to deliver 使用员工电梯送餐V.CONVERSATION Dialogue 1Scenario:The operator is receiving a call from a guest.Listen and learnAmerican breakfast
5、Continental breakfastSurcharge Listen and answer a.Whats the guests room number?b.What does the guest order?c.How much does the guest spend for his breakfast?(OT:Order taker;G:Guest)OT:Good morning.Room service,Linda speaking.How may I help you?G:Good morning.Id like to order something for breakfast
6、.OT:Certainly,sir.May I have your name and your room number,please?G:This is Peter Wilson calling from room 324.OT:Yes Mr.Wilson,would you like to have American breakfast or continental breakfast?G:I would like American breakfast.OT:Yes,Mr.Wilson.Which juice do you like?We have tomato juice,grapefru
7、it juice,pineapple juice and orange juice.G:Grapefruit juice,please.OT:Would you like some cereals?Corn flakes,rice crisps with milk?G:I would like some corn flakes with cold milk.OT:Yes,corn flakes with cold milk.How about bread?Would you like croissant,Danish pastry or some toasts?G:I would like s
8、ome rye bread,toasts with butter and marmalade.OT:Would you want to have some eggs?G:Yes,sunny side up with bacon and ham,and grilled tomatoes.Oh,and a pot of black coffee.OT:Sure,Mr.Wilson.Let me repeat all your orders to make sure everything is correct.You ordered an American breakfast which inclu
9、ded:one glass of grapefruit juice,corn flakes with cold milk,rye bread,toasts with butter and marmalade,two eggs sunny side up with bacon and ham and grilled tomatoes,and one pot of black coffee.Is everything correct,Mr.Wilson?G:Yes,thats right.OT:The American breakfast is 128 yuan plus 15%surcharge
10、.Shall I put the charge into your room account?G:Thats fine.OT:Thank you,Mr.Wilson.Well send all your orders up to your room within 20 minutes.G:OK,thanks.OT:Is there anything else I can do for you,Mr.Wilson?G:No,nothing.OT:OK,thank you for calling Mr.Wilson.Enjoy your breakfast and have a nice day.
11、Read and matchStep 1 Greet guest May I have your name and your room number,please?Step 2 Get information of the guest Thank you for calling.Step 3 Confirm all information Good morning.Room service,Linda speaking.How may I help you?Step 4 Thank the guest for calling You ordered an American breakfast.
12、Dialogue 2 Scenario:The waiter is knocking at the door of Room 324.Listen and learn server After youset up Scenic view Listen and answerWhat does the breakfast server do first?Does the guest pay the bill by cash?Which digit should the guest dial for tray collection?(W:Waiter;G:Guest)W:Room Service.(
13、Mr.Wilson opens the door)Good morning,Mr.Wilson.My name is Tony.I am your breakfast server.May I come in?G:Yes,please.W:Thanks,Mr.Wilson.After you.(After entering the room)Excuse me,Mr.Wilson.Where would you like to have the tray put?G:By the window,please.W:You have really scenic view here.May I mo
14、ve the chair for you?G:Sure.Thank you.W:Youre welcome.Mr.Wilson,may I set up the table?G:Go ahead.W:Excuse me,Mr.Wilson.The hot dish is in the hot box;may I take it now or keep it in the box?Please be careful.The plate is very hot.G:Thanks for telling me about it.(After serving all the dishes for Mr
15、.Wilson)W:Excuse me,Mr.Wilson.Is your order correct?Would you please sign the bill?Thank you.(Sending the pen and bill for the guest)G:Thats right.W:Thank you,Mr.Wilson.Please dial“2”and well come to your room to collect the tray.Is there anything else I can do for you?G:Nothing.W:All right,Mr.Wilso
16、n.Enjoy your meal.Key Words and Expressions cereal siril n.麦片粥 flake fleik n.小薄片 crisps krisps n.薯片 rye rai n.黑麦 marmalade ma:mleid n.果酱 dial dail v.拨电话号码VI.FOCUS IN Expressions for Delivering Room Service.1.Room Service.May I come in?送餐服务，我能进入房间吗？送餐服务，我能进入房间吗？2.Good afternoon,Mr.Brown.Here is your
17、lunch.下午好，布朗先生，下午好，布朗先生，这是您的午餐。这是您的午餐。3.Where would you like to have your lunch?您想在哪儿用午餐？您想在哪儿用午餐？4.We are here to deliver your breakfast.Should I put the tray on this table?现在给您送早餐。我能把托盘放到餐桌上吗？现在给您送早餐。我能把托盘放到餐桌上吗？5.Would you like to sit here and face the garden?您愿意面朝花园您愿意面朝花园就坐吗？就坐吗？6.This is your
18、check.Its 558 yuan plus 15%service charge.这是这是您的账单，共计您的账单，共计558元附加元附加15%的服务费。的服务费。7.May I have your credit card,please?请出示您的信用卡？请出示您的信用卡？8.I will be back in a few minutes.Excuse me,sir.Here is your credit card.Please sign here as well as the check.几分钟后我就回来。打扰了，先生，这是您信用卡。请您在这里和账几分钟后我就回来。打扰了，先生，这是您信用卡
19、。请您在这里和账单上签名。单上签名。9.Here is the glass you asked,and I also have your check,would you please sign here?这是您要的玻璃杯，我也给您拿来了账单，请您在这里签名，好吗？这是您要的玻璃杯，我也给您拿来了账单，请您在这里签名，好吗？After finishing your meal,please call me,and I will take away the trays and plates as soon as possible.当您用餐完毕，请联系我，我将尽快收餐具。当您用餐完毕，请联系我，我将尽
20、快收餐具。You can also place them in the corridor outside your room.您可您可以把餐具放到您房间门外的走廊。以把餐具放到您房间门外的走廊。When any of my co-workers see this,he or she will take away the trays and plates right away.当我的任何同时看到这些，他或她当我的任何同时看到这些，他或她将会马上收餐具。将会马上收餐具。This is William Brown in room 9078.I have finished my dinner.You can take away the trays and plates now.我是我是9078房的威廉布朗。我已用餐完毕，请马上来收餐具。房的威廉布朗。我已用餐完毕，请马上来收餐具。How was your dinner?您的饭菜如何？您的饭菜如何？Was everything satisfactory to you?一切还令您满意吗？一切还令您满意吗？I will take all the dinner set away right now.我马上将会把所有套我马上将会把所有套餐餐具收走。餐餐具收走。
