1、Unit 13 P Personalized Service ersonalized Service Learning Objectives In this unit you will learn:How to introduce babysitting service to guests How to offer other personalized service Listening4Snapshot1Conversation2Focus on 3Interchange activities5 Reading Tips The Housekeeping Department can als
2、o provide personalized services based on the guests requests or the room attendants observation.If the guests have to go out without taking their babies,they can ask for the baby-sitting service.The professional babysitters will look after the babies carefully.There are also some other personalized
3、services,such as buying things on request,fulfilling the guests needs,doing maintenance,etc.SnapshotMatch the following words or phrases with their relevant pictures:a.baby chair 儿童椅 b.toys 玩具 c.play room 游乐室 d.toilet 马桶 e.air conditioner 空调 f.light 灯 Q&A What does babysitting service includes?What
4、kinds of facilities are often maintained in the hotel?The procedure of providing serviceStep 1Knowing the guests need How may I help you?Step 2Explaining the service Our Housekeeping Department has very good babysitting service.Step 3Telling the guests about the charge Its 50 yuan per hour,and the m
5、inimum of three hours.Step 4Asking the guests to fill out the form I will take a confirmation form for you to fill out later.Dialogue 1Dialogue 1 Scene:The guest is meeting the floor attendant in the corridor.Dialogue 2Dialogue 2 Scene:An electrician is knocking at the guests room.ConversationDialog
6、ue 1 Listen to the dialogue and answer the question.What does the clerk introduce about the babysitting service in this hotel?(G:Guest;FL:Floor Attendant)G:Excuse me,will you please give me a hand?FL:Yes,Id like to.G:My wife and I are going out this evening.Can you look after my baby for about two h
7、ours?FL:Sorry sir.Im afraid I cant.According to our hotels regulations,floor attendants are not supposed to do the babysitting service.But our Housekeeping Department has very good babysitting service.There are some well-educated and experienced babysitters in the Room Center.And all sorts of baby t
8、oys are offered in the babysitting room.G:Oh,thats good.Can you tell me about the charge of this service?FL:Certainly.Its 50 yuan per hour,and the minimum of three hours.G:That sounds reasonable.FL:If you need the service,I will take a confirmation form for you to fill out later.G:All right.Please a
9、rrange it for me.Thank you a lot.FL:Youre welcome.Read the dialogue and answer the questions:Can the floor attendant do the babysitting service herself?Why(not)?How much does the babysitting service cost in this hotel?Dialogue 2 Listen to the dialogue and answer the question.What is the problem with
10、 the guests bathroom?(G:Guest;E:Electrician)E:Electrician.May I come in?G:Yes,please.E:Good evening.The Housekeeping Service Center informed me that the light in your bathroom has burned out.Could I have a look at the light in the bathroom and check the desk lamp?The adjuster seems not to be working
11、.G:Sure.(Five minutes later)E:Everything is all right now and you can try it.G:It seems fine now.Thank you very much.E:Its my pleasure.Good night.Read the dialogue and answer the question.Is the guest satisfied?Words and Phrasesbabysitting beibisiti n.托婴服务babysitter beibisit n.临时保姆regulation regjule
12、in n.规则，规章experienced ikspirinst a.经验丰富的term t:m n.付款条件minimum minimm n.最小reasonable ri:znbl a.合理的，有道理的confirmation knfmein n.确认arrange reind v.安排give me a hand 帮助well-educated 受过良好教育electrician ilektri()n n.电工light lait n.光,光亮adjusterdst(r)n.调节器burn out 烧坏desk lamp 台灯 Useful Expressions of Personal
13、ized Service Can you look after the baby for us for about two hours?您能帮我们看两个小时的孩子吗?Can you tell me about the charge of this service?你能告诉我这项服务的费用吗?Please arrange it for me.请为我安排一下。Our Housekeeping Department has very good babysitting service.我们客房部有非常好的护婴服务。The babysitters are well-educated and experi
14、enced in the Room Center.客房服务中心的护婴人员是经过专业培训、有经验的。Its 50 yuan per hour,for a minimum of three hours.每小时50 元，最少3 小时。Fill out a confirmation form,please.请填写确认表。Focus onWhat seems to be the trouble,sir?什么地方有问题，先生？The picture is rather wobbly and the voice is rather low.图像不清晰，声音太低。The mini-bar in my room
15、 doesnt keep very cool.我房间的小冰箱不制冷。The toilet in my room doesnt flush.我房间的马桶堵了。We will repair it right away.我们会立刻帮您修理。We do apologize for the inconvenience.给您带来的不便，我们向您道歉。Thank you for bring it to our attention.谢谢您把问题告诉我们。Using what you have learned above.A.Choose a synonym for the underlined express
16、ions.1.Can you look after the baby for us for about 2 hours?a.look for b.take care of 2.There are well-educated and experienced babysitters in our hotel.a.very good b.very well 3.Would you please tell me about the charge of this service?a.how much this service costs b.how much this service pays 4.It
17、s 50 yuan per hour,for a minimum of three hours.a.at most b.at least B.Match the following sentences.(G:Guest;A:Room attendant)G:The air conditioner doesnt work.A:Sorry,Im afraid I couldnt.Its against our hotel regulations.G:The room is too humid.A:The electrician will repair it.G:Would you please l
18、ook after the A:We will change you a new room.baby for us for about 2 hours?G:The picture is rather wobbly.A:Yes.There are well-educated and experienced babysitters in our hotel.G:Is there babysitting service in the hotel?A:We will send someone to check your TV.C.Make a dialogue based on what is des
19、cribed below.Mrs.Smith calls for a room attendant to help her with her baby for two hours because she and her husband will go to an important party.The clerk of Housekeeping Department explains the terms of the babysitting service for her.A.Directions:Listen to a dialogue and fill in the blanks.(C:C
20、lerk;MS:Mrs.Smith)C:Good morning,madam,what can I do for you?MS:Good morning.Im going out for an invitation,but I cant take my baby _me.Is there any service in the hotel that can _ him for me?C:Yes,our Housekeeping Department has a very good _service.There are some _and reliable part-time babysitter
21、s _the Room Center.MS:Wonderful.By the way,how much does it _?C:Its eighty dollars per hour and the _ is three hours.Youd better call the Housekeeping Department to get more _and they will ask you to fill out a(n)_ form.MS:OK,thanks.Ill contact them right away.B.Directions:Decide if the following st
22、atements are true or false according to the dialogue listened.(1)There is something wrong with the TV set.()(2)The room number of the guest is 1468.()(3)The attendant repaired the toilet for the guest at once.()(4)The toilet is not clogged.()(5)The tap doesnt work well.()ListeningA.Use the following
23、 topics to make inquiries to attendants.about babysitters about the facilities of a babysitting service about the charge for a babysitting serviceB.Practice the following sentence patterns.it fixed 1.we will have the desk moved right away.the TV set checked 2.Im not sure but Ill try my best have a l
24、ook at it.see what can be done.Interchange activitiesC.Group Task Divide the class into several groups.Write as many introductions as possible about babysitting service,using sentence patterns that you have learned above.Examples:Our Housekeeping Department has a very good babysitting service.You wi
25、ll be asked to fill out a confirmation form.D.Class Activity Topic:Can you deal with the problem?Purpose:To provide a guest who needs the maintenance service and try to make the guest as satisfied as possible.Place:A hotel room Procedure:1.Students act in turn to make as many complaints as possible
26、to the attendant or the maintenance worker.2.The attendant or the maintenance worker must make the guest satisfied.E.Complete the dialogue between a guest(G)and an attendant(A).Dialogue 1:G:Excuse me.Do you have the babysitting service to look after my baby?I need to attend a meeting.A:_.G:Could you
27、 tell me the charge for the service?A:_.G:How about the babysitters?Are they experienced?A:_.G:Is there any toy for the baby in your hotel?.A:_.G:OK.Thats good.Please arrange a babysitter for me.A:_.G:I think 6:00 p.m.is good.Dialogue 2:A:Good evening.Housekeeping._?G:Yes.It is 11:00 oclock,but I ca
28、nt use the bathroom.A:_,sir?G:There is something wrong with the toilet.A:_.Ill inform the Maintenance Department to repair it at once._?G:3587.A:Room 3587.Any other problem?G:No.A:Thank you for bringing the problem to our attention.The maintenance worker will come to your room in five minutes.G:OK,I see.
