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(共48张PPT)
Unit 5 Accommodation
Lesson 12 Hotel Housekeeping Service
Lesson 11 Hotel Front Office Service
Lesson 13 Dealing with Complaints
Lesson 5 Accommodation
Goal Learn to book a hotel room online and learn to check in and check out in the hotel. Get to know the types of hotels and the services provided by the hotels.
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Here is the front of ce organization chart. Please ll in the English terms according to the Chinese ones.
front office manager
reservation clerk
driver front office manager reservation clerk
concierge clerk bellman reception clerk
reception clerk
concierge clerk
bellman
driver
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李峰是酒店的前厅接待员，他正在为导游Peter Black所带的旅游团办理酒店入住手续。
Li Feng: Good afternoon. Welcome to our hotel!
Peter Black: Good afternoon. I’d like to have one suite, two queen rooms and ten standard rooms.
Li Feng: Have you made a reservation
Peter Black: Yes. We’ve booked them for our group. I’m Peter Black from Wuhan Xinhua Travel Agency.
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5
李峰是酒店的前厅接待员，他正在为导游Peter Black所带的旅游团办理酒店入住手续。
Li Feng: All right, let me have a check. Yes, all are non-smoking rooms. Arrival date is December 1st, 2015 and departure date December 4th, 2015. Can I see your passports, please
Peter Black: Yes, here you are.
Li Feng: Thank you. Here are your passports. Please fill in these registration forms.
Peter Black: OK. May we have our keys to the rooms
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李峰是酒店的前厅接待员，他正在为导游Peter Black所带的旅游团办理酒店入住手续。
Li Feng: Of course. Your rooms are on the 15th floor. The bellman will take you to your rooms.
Peter Black: Thank you.
Li Feng: And the restaurant over there serves breakfast. It is open from 6:30 a. m. to 10 a. m.
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李峰是酒店的前厅接待员，他正在为导游Peter Black所带的旅游团办理酒店入住手续。
Peter Black: Thank you very much.
Li Feng: You are very welcome. Enjoy your stay at our hotel. See you.
Peter Black: See you.
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几天后李峰为Peter Black所带的旅游团办理退房手续。
Li Feng: Good morning Mr. Black, what can I help you
Peter Black: We want to check out. We have a group of 20 people. Here are our room cards.
Li Feng: Just a second, please. I’ll draw up the bill for you... Here is your bill. 500 yuan for the suite, 700 yuan for the two queen rooms and 200 yuan for each standard room. That makes a total of 3,200 yuan. Which would you like to pay, in cash or by card
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几天后李峰为Peter Black所带的旅游团办理退房手续。
Peter Black: Thanks. I’ll pay by visa.
Li Feng: Thank you. Here is your receipt. Could you please sign your name here
Peter Black: Sure.
Li Feng: Thanks again. We look forward to seeing you again. Goodbye.
Peter Black: Bye.
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5
A. Here is the reservation form Peter Black lled before he arrived at the hotel. Please ll in the blanks with the information given in the dialogues.
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Black
one suite, two queen rooms, ten standard rooms.
December 1st, 2015
December 4th, 2015
20
13
non-smoking rooms
visa
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B. Decide whether the statements are true or false according to the dialogue.
1. Tourists in Peter Black’s group are allowed to smoke in their rooms. （　）
2. Peter Black’s group stays in the hotel for 4 nights. （　）
3. Peter Black pays the bill in cash when he checks out. （　）
F
F
F
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Text 1　苏格兰旅游住宿类型
Scotland’s tourism industry is famous for its variety and quality of accommodation on offer. Whether for a short break or a longer stay, you’ll be able to choose from luxury hotels in the cities and beautiful country houses to friendly bed and breakfasts and comfortable self-catering apartments. Students or young people traveling in Scotland can find hostels or budget hotels with good price; hikers find campsites in Scotland safe places to stay and passengers can enjoy the view of ocean in the cruise ships. And for something just a little out of the ordinary—perhaps a converted church or castle or old villas. There are lots of chances to fire your imagination.
苏格兰的旅游业以住宿的多样和优质而闻名。不论是短期游玩还是长期旅游居住，您可以选择从城市的豪华酒店、美丽的乡村房屋到友好的供早餐房、舒适的自助公寓。学生或年轻人到苏格兰旅游可找到价格优惠的青年旅社和经济型酒店，徒步游客在苏格兰可找到安全的露营地，乘坐游轮的乘客能领略到海景风光。还有些与众不同之处——可能是改造过的教堂、城堡或古老的别墅。这里有许多机会可以激发您的想象力。
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Text 2　庞德尔罗萨家庭酒店设施及服务
We at the Ponderosa Family Hotel aim to make your stay a happy experience.
1. FREE Airport Transfers—Any Time!
We provide free transfers for our hotel guests to and from airport at any time of the day or night.
2. Safe Hotel 24/7
Our hotel is monitored by CCTV cameras. Security staff are on duty 24/7.
在庞德尔罗萨家庭酒店，我们的目标是让您逗留愉快。
1. 免费的机场接送——在任何时候
我们提供从早到晚任何时候从机场到我们酒店的免费接送服务。
2. 安全酒店24/7
我们的酒店设有闭路监控，保安人员全天候执勤。
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3. The Hotel Restaurant
The Ponderosa Hotel’s restaurant opens at 6 a. m. and remains open until 10 p.m. every day. We also have bars and clubs for guests to relax.
4. A Phone and WiFi Internet in
Your RoomYou can use the IDD phone in your room to call the hotel and the world. The Ponderosa Hotel offers guests access to high speed WiFi Internet.
5. Hotel Room Servicing Daily
Our staff will service your hotel room daily, cleaning, renewing tea and coffee supplies, and providing clean sheets, pillow cases, and towels, etc. And we also offer laundry service daily.
3. 酒店餐厅
庞德尔罗萨家庭酒店餐厅每天早上6点营业，直到晚上10点。我们为客人放松还设有酒吧和俱乐部。
4. 您的房内安有电话并提供无线网络
在您的房内，您可使用国际直拨长途电话与酒店和世界各地取得联系。庞德尔罗萨家庭酒店为客人提供高速的无线上网服务。
5. 酒店房间日常服务
我们的员工每日为您的房间提供服务，清洁，供应茶叶和咖啡，提供干净的床单、枕套和浴巾等。我们每日也提供洗衣服务。
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A. According to Text 1, choose the types of accommodation for different people.
luxury hotel
country house
bed and breakfast
self-catering apartment
hostel or budget hotel
campsite
cruise ship
converted church or castle or old villa
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B. Fill in the blanks.
CCTV
IDD phone CCTV laundry service
1. The term___________________ is short for Closed Circuit Television.
2. International direct dial phone is called ___________________.
3. What are your rates of ____________________
IDD phone
laundry service
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Write down the types of the rooms.
double room
single room double room standard room
king size room suite villa
single room
villa
suite
king size room
standard room
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clerk [kl rk] n. 员工
concierge [ k ns 'e ] n. 礼宾员
bellman ['belm n] n. 门童
visa ['vi z ] n. 签证
receipt [r 'si t] n. 收据
Scotland ['skɑ tl nd] n. 苏格兰
self-catering [self] [ ke t r ] adj. 自助的
campsite ['k mpsa t] n. 露营地
converted [k n'v t d] n. 转换的
villa ['v l ] n. 别墅
imagination [ m d 'ne n] n. 想象力
transfer [tr ns'f r] v. 转移
camera ['k m r ] n. 摄像机，照相机
WiFi ['wa fa ] n. 无线网络
laundry['l ndri] n. 洗熨，洗衣房
IDD　国际直拨长途电话
（＝International Direct Dialing）
queen room　大床房
standard room　标准间
non-smoking room　无烟房
fill in form　填表格
in cash　用现金
by card　用信用卡
CCTV camera 闭路电视摄像头（CCTV= closed-circuit television）
IDD phone　国际直拨长途电话
pillow case　枕套
single room　单人间
double room　双人间
king size room　特大床房
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Lesson 12 Hotel Housekeeping Service
Goal Learn services provided by the hote
l housekeeping department.
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Here is a hotel housekeeping department organizational chart. Please ll in the English terms according to the Chinese ones.
floor supervisor public area attendant room attendant
executive housekeeper　　　　　　linen/uniform room supervisor
linen/uniform attendant　　　　　 public area supervisor
executive housekeeper
floor supervisor
public area supervisor
linen/uniform room supervisor
room attendant
public area attendant
linen/ uniform attendant
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6
Andy是酒店的行李员，正为Mr. Brown将行李送到房间并向他介绍“中国风”的礼物。
Andy: Good evening, Mr. Brown. Is all your baggage here
Mr. Brown: Yes. Four pieces in total.
Andy: Your room is in e this way please. Is this the first time you came to China
Mr. Brown: Yes. I want to buy some souvenirs for my family, but I have meetings and am only staying here for 3 days. I don’t have enough time.
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Andy是酒店的行李员，正为Mr. Brown将行李送到房间并向他介绍“中国风”的礼物。
Andy: Don’t worry. Our hotel has a souvenir shop in the right corner of the lobby.
Mr. Brown: Which things do you suggest buying for my wife and my kids
Andy: China is home to jade and pearl. Why not buy a pair of jade bracelets and a pearl necklace for your wife As for your kids, I suggest you buy handembroidered silk pajamas. They’re soft and warm.
Mr. Brown: That’s a good idea. Thank you.
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Andy送Mr. Brown进房间，并向他介绍房间的各项功能。
Andy: This is your room, Mr. Brown. After you.
Mr. Brown: Thanks. Good.
Andy: This is your bathroom. A clean nightgown is in the closet.
Mr. Brown: OK. Where are the slippers
Andy: They are under the nightstand.
Mr. Brown: Oh, I see. Why are there three remote controls And where are the tea bags
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Andy送Mr. Brown进房间，并向他介绍房间的各项功能。
Andy: This one is the TV control, and this is the control for the air conditioner and that grey one is the curtain control. The tea bags are in the box on the desk. If you like Chinese tea, you can find one in our souvenir shop too.
Mr. Brown: Got it. Thanks.
Andy: You are welcome. We are always at your service.
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6
A. Reorder the letters.
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earl
ajama
loset
ightstand
emote
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B. Choose the best answer to each question.
1. Which picture is Andy
2. What does Mr. Brown want to buy for his kids
3. What is the remote control
①
③
②
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客房部的职责
Hotel guests will want their rooms to be clean. Here are the most important housekeeping duties.
1. Preparing the Cart.
A housekeeper should put enough towels and linens, garbage bags and soaps in the cart.
2. Stripping the Room.
Dirty linens and towels should be taken away from the room and be cleaned. A room needs to be cleaned before a new guest comes.
酒店的客人希望他们的房间干净整洁。以下是最重要的客房部职责。
1. 准备推车
客房服务人员需将足够的浴巾和日用织品、垃圾袋和肥皂放入推车中。
2. 清扫房间
脏的日用织品和浴巾需从房内取走，洗干净。在新的客人进入之前，房间必须清扫干净。
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客房部的职责
3. Making the Beds.
A housekeeper should fluff up pillows, make the bed and make the dresser clean and tidy.
4. Cleaning the Bathroom.
The sink, tub/shower and toilet should all be cleaned every day. A good housekeeper should wipe down the walls and countertops and mop the floor.
5. Dusting the Room.
All items in the room—the television, phone, clock, and tables—should be dusted. Windows and mirrors should be cleaned. A housekeeper also needs to vacuum the carpet.
3. 铺床
客房服务人员需抖松枕头，铺床，清洁整理梳妆台。
4. 清洁洗手间
水槽、浴缸／淋浴器和马桶都需每日清洁。好的客房服务员应擦拭墙壁、洗脸台并拖地。
5. 为房间除尘
房内所有摆件——电视机、电话、钟和桌子等应该进行除尘。窗户和镜子需清洁干净。客房服务员还需用吸尘器打扫地毯。
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A. Match the English with the Chinese.
a. The housekeeping attendant takes away garbage from guest rooms every day.
b. As you make the bed, so you must lie in it.
c. Do you want me to vacuum the floor
3. 客房服务员每天清理客人房间的垃圾。
1. 自食其果。
2. 需要我为您的地板吸吸尘吗？
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B. Put the facilities in the blanks.
dresser
mirror pillow dresser sheet
countertop shower toilet towel
Hotel Room
pillow
mirror
sheet
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B. Put the facilities in the blanks.
countertop
mirror pillow dresser sheet
countertop shower toilet towel
Hotel Bathroom
towel
shower
toilet
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Match the terms with the pictures.
bathrobe hair dryer　 plug
curtain lamp　 hanger
bathrobe
curtain
hair dryer
hanger
lamp
Plug
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supervisor ['su p rva z r] n. 主管
attendant [ 'tend nt] n. 服务员
executive [ g'z kj t v] adj. 行政的
linen ['l n n] n. 棉织品
souvenir [ su v 'n r] n. 纪念品
bracelet ['bre sl t] n. 手镯
necklace ['nekl s] n. 项链
embroidered [ m'br d d] adj. 绣花的
pajama [p 'd ɑ m ] n. 睡衣
nightgown ['na tɡa n] n. 睡袍
closet ['klɑ z t] n. 壁橱
slipper ['sl p r] n. 拖鞋
nightstand ['na tst nd] n. 床头柜
cart [kɑ rt] n. 手推车
garbage ['ɡɑ rb d ] n. 垃圾
strip [str p] v. 清扫
dresser ['dres r] n. 梳妆台
sink [s k] n. 水槽
tub [t b] n. 浴盆
shower [' a r] n. 淋浴器
toilet ['t l t] n. 马桶
countertop ['ka nt rtɑ p] n. 洗脸台
mop [mɑ p] v. 拖把
vacuum ['v kju m] v. 吸尘
after you　您先请
remote control　遥控器
tea bag　茶叶包
garbage bag　垃圾袋
make the bed　铺床
fluff up pillow　抖松枕头
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Lesson 13 Dealing with Complaints
Goal Learn to deal with the common types
of complaints to hotels.
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Here are some complaints from guests to hotels. Please match the complaints with the pictures.
leaking tap overflowing toilet noisy room
bad food rude attitude of receptionist dirty and messy room
bad food
leaking tap
dirty and messy room
noisy room
rude attitude of receptionist
overflowing toilet
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Agnes是客房部接线员，他正在接听客人Mr. Bush的投诉话。
Agnes: Housekeeping department. May I help you
Mr. Bush: Yes. The toilet in my room doesn’t flush and I can’t turn off the tap. The water drips all the time.
Agnes:What is your room number please
Mr. Bush: 1025.
Agnes:OK. We’ll send someone to repair them right away.
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Agnes是客房部接线员，他正在接听客人Mr. Bush的投诉话。
Mr. Bush: What’s more, the air conditioner doesn’t work well. It’s too hot in the room and there is a blood spot on the sheet.
Agnes:We are very sorry for this inconvenience. We’ll send someone to change your sheet at once.
Mr. Bush: OK.
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Leila是维修部的修理工，他正为Mr. Bush修理厕所、水龙头和空调。
Leila:Repairman. May I come in
Mr. Bush: Come in, please. The tap is leaking. The toilet doesn’t flush and I can’t turn on the air conditioner.
Leila: We are very sorry. Let me have a check. After a few minutes.
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Leila是维修部的修理工，他正为Mr. Bush修理厕所、水龙头和空调。
Leila: Now, Mr. Bush. Please check the tap, the toilet and the air conditioner.
Mr. Bush: They are good now. Thank you.
Leila: You are very welcome. The housekeeping attendant will come in a minute to change your sheet and provide a turndown service.
Mr. Bush: Thanks a lot.
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7
A. Reorder the letters.
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B. Match the words in the left column with the words in the right column to make phrases.
ap
rip
lush
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Text 1　对酒店的投诉信
Dear Sir or Madam,
I stayed in your hotel from October 11th to 14th. When I checked in, I was very disappointed at what I saw. There was no toilet paper in the bathroom and the room was very dirty. When I tried calling the reception with the given number, the telephone didn’t work either. When I went to the receptionist, she told me everything would be handled at once. However, four hours later, nothing had been done and when I went back to her, she said coldly that she had forgotten about it.
I strongly feel that I need an apology. Look forward to your reply.
Regards,
Cindy Tao
尊敬的先生/女士：
我从10月11日到14日住在贵酒店。入住时，我对眼前的一切非常失望：洗手间内没有纸巾，房间也很脏。当我试着用所给的电话联系前台时，电话也坏了。当我找到前台，一名前台服务人员告诉我她会马上处理。但是，四小时后，什么都没有解决。我再回头找她，她却冷漠地说自己忘了这回事。
我强烈要求道歉。期待您的回信。
此致
敬礼
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Text 2　酒店投诉回信
Dear Ms. Tao,
We are sorry for your experience at our hotel. We’ve looked into it and taken some steps to solve the problems.
Because we are truly sorry, we want to invite you to stay with us again the next time you come. We will reserve our executive suite for you and you may stay for up to three days in the suite without paying.
尊敬的陶女士：
我们对您在我们酒店发生的一切表示道歉。我们已经调查此事并采取了措施解决问题。
出于我们由衷的歉意，我们希望邀请您下次来的时候住我们酒店。我们会预留三天的免费行政套房给您。
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Text 2　酒店投诉回信
Again, we are sorry for your poor experience. We look forward to serving you with comfortable accommodations on your next visit.
Sincerely yours,
Howard Lee
Manager of Front Office
我们再次为您不愉快的经历表示道歉。我们希望下次您光临时为您提供舒适的住宿服务。
此致
敬礼
Howard Lee　
前厅经理
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A. Fill in the blanks.
1. There is a roll of ______________ in the bathroom.
2. He plans to _____________ the matter.
3. The couple booked a(n)___________________ for their honeymoon.
toilet paper executive suite look into
toilet paper
look into
executive suite
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B. Translate the Chinese into English.
A Reply to a Customer Complaint
Dear Mr. Gill,
Thank you for writing to us. 1. _________________（我们很抱歉）to hear that your stay at our hotel did not meet your expectations.
In your letter, you stated that your room was not ready when you arrived even though it was after the 2. _______________ （登记入住）time. Your 3. ______________（投诉）has inspired us to retrain the desk staff.
We are sorry
check-in
complaint
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B. Translate the Chinese into English.
You also stated that your room was 4. ____________（有噪声）. You said that you called the 5. ______________（前台）but you were not given a new room. We apologize for the noise and wish we could have done more to make your night comfortable.
Please accept our most sincere apologies. Due to the unfortunate experience you had here, we would like to offer you this $100 voucher for your 6. ________（下次入住）at our hotel. We hope that you will enjoy your next stay with us.
noisy
front desk
next stay
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Fill in the blanks with the terms in the box.
How to Deal with a Complaint Effectively
More complaints are received nowadays. Whatever the reason for the complaint, you will need to follow a set of process to ensure its resolution. A set of process is just as follows.
apologize complaint be calm listen
listen
apologize
be calm
complaint
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New Words and Phrases
leaking [li k ] adj. 渗漏的
tap [t p] n. 水龙头
overflowing [o v 'flo ] adj. 溢出的
messy ['mesi] adj. 散乱的, 污秽的
flush [fl ] v. 冲洗
drip [dr p] v. 滴下
inconvenience [ nk n'vi ni ns] n. 不便
disappointed [ d s 'p nt d] adj. 失望的
handle [ h ndl] v. 处理
apology [ 'pɑ l d i] n. 道歉
turndown service　开夜床服务
disappointed at　对……失望
toilet paper　洗手间卫生纸
look into　调查
executive suite　行政套房
deal with a complaint　处理投诉
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