1、学习情境三：学习情境三：客房服务英语客房服务英语 学习任务学习任务:客房清理服务客房清理服务 Name:Peter Job:Room attendant Responsibility:To make up the hotel rooms and clean the rooms on guests request ContentsLearning Objectives 学习目标1Working Procedures 工作程序2Working Knowledge 工作知识 3Hotel Task 酒店任务45Words and Expressions6ActivityLearning Object
2、ives 学习目标学习目标After finishing this task,you should be able to：Know the procedure of cleaning the room.Make up the room on guests request.Working Procedures 工作程序工作程序 Enter the guestroom.进入客房 Dispose the rubbish.清理垃圾 Remove dirty bed linen.更换床单 Make up the bed.整理床铺 Dust the room.清理房间 Replenish guest su
3、pplies.补充客用品 Clean the bathroom.清洁浴室 Vacuum the sleeping room floor.地板洗尘 Fill in the form and leave.登记并离开 Working Knowledge 工作知识工作知识(1)(1)1.Before entering the room,you should ask the guest if he/she allow you to enter with the following sentence,“Housekeeping.May I come in?”If the guest doesnt allo
4、w you to come in,you need to ask him/she,“When would you like me to do the room?”Working Knowledge 工作知识工作知识(2)(2)2.Room status 房态房态中文英文缩写保留房Blocked Room B请速打扫房Makeup RoomMUR住客房(又称“实房”)Occupied Room O已打扫的实房Occupied and CleanOCOk房（又称“空房”）Vacant and Ready VR走客房Check-out Room CO待清洁房（又称“脏房”）Unmade Room外宿
5、房Sleep-out Room S/O携带少量行李的住客房Light BaggageL/B没有携带行李的住客房No BaggageNO/B请勿打扰房Do Not DisturbDND3.Priority in guestroom cleaning.客房清理顺序客房清理顺序 Working Knowledge 工作知识工作知识(3)(3)4.Tags.标签标签Working Knowledge 工作知识工作知识(4)(4)请勿打扰请速清洁请清扫房间Hotel Task 酒店任务酒店任务 Suppose you are Peter,now youre going to clean the gues
6、troom.Please perform the task according to the hints below with your partner.角色A:你是你是George Brown,住在住在1501房间房间,你要求客你要求客房服务员到房间清洁并提供夜床服务。房服务员到房间清洁并提供夜床服务。角色B:你是客房服务员Peter，你为客人打扫房间和提供夜床服务。Words to know housekeeping n.客房部disturb v.打扰 attendant n.服务人员service n.服务 convenient adj.方便的disagree v.不同意 later a
7、dv.稍后turn-down service晚床服务 clean v.清洁make up整理Useful expressions1.Asking whether start to do room cleaning.为客人提供清理客房服务为客人提供清理客房服务 (1)Im sorry to disturb you.May I make up your room now?(2)Would you like me to make up your room?(3)May I do the turn-down service?2.The guest disagree to do room cleanin
8、g at the moment.客人目前不同意清理客房客人目前不同意清理客房 (1)What time would it be convenient?(2)What time would be better for you?(3)I will come back later.Useful expressions3.Going into the room and doing room cleaning.进入进入客房进行清理客房进行清理 (1)May I vacuum the room now?(2)May I make up these things on your bed?(3)Your ro
9、om will be ready in fifteen minutes.Activity 1.Identify the items in the picture and write down the names of the items as more as you can.在图中辨识相关的物品并尽你所能写下物品的名字。_Activity 2.Can you put the following pictures into the right steps?Cut the following pictures,and paste them in the right box.Then tell yo
10、ur partner what they are doing.把下列图片贴在相应的步骤。Step 1Step 5Step 2Step 6Step 3Step 7Step 4Step 8 清理房间基本礼仪清理房间基本礼仪 如门上有如门上有“请勿打扰（请勿打扰（DND）”的字牌，则不应进房。的字牌，则不应进房。进房前一定要先按门铃，或轻敲房门，即使是空房也应进房前一定要先按门铃，或轻敲房门，即使是空房也应如此，以防房内有客人。如此，以防房内有客人。如果客人在房间，则应礼貌地问好，询问客人是否可以如果客人在房间，则应礼貌地问好，询问客人是否可以清理房间（清理房间（Housekeeping.May I clean your room now?）。）。不要触摸客人的贵重物品，也不要随意移动客人的物品，不要触摸客人的贵重物品，也不要随意移动客人的物品，必要时需先征得客人同意（必要时需先征得客人同意（May I move that?）。）。Hotel tips
