Class 17

a. serve ___ 鎖上 m. garlic ___ 噁心b. basement ___ 停車場 n. round ___ 大廳 c. menu ___ 旁邊 o. outlet ___ 預訂d. pleasure ___ 晚上 p. spell ___ 絲綢e. service ___ 菜單 q. disgusting ___ 床單f. parking lot ___ 地下室 r. lobby ___ 節日g. evening ___ 樂趣 s. silk ___ 大蒜h. locked ___ 服務 t. pillow ___ 拼寫i. next to ___ 供應 u. opinion ___ 插座 j. reception desk ___ 街角 v. sheet ___ 意見k. travel agent ___ 前台 w. holiday ___ 枕頭l. corner ___ 旅行社 x. reservation ___ 圓形的

a. serve _h_ 鎖上 m. garlic _q_ 噁心b. basement _f_ 停車場 n. round _r_ 大廳 c. menu _i_ 旁邊 o. outlet _x_ 預訂d. pleasure _g_ 晚上 p. spell _s_ 絲綢e. service _c_ 菜單 q. disgusting _v_ 床

單f. parking lot _b_ 地下室 r. lobby _w_ 節日g. evening _d_ 樂趣 s. silk _m_ 大蒜h. locked _e_ 服務 t. pillow _p_ 拼寫i. next to _a_ 供應 u. opinion _o_ 插座 j. reception desk _l_ 街角 v. sheet _u_ 意見k. travel agent _j_ 前台 w. holiday _t_ 枕頭l. corner _k_ 旅行社 x. reservation _n_ 圓形

的

Q. 哪裡可上網？ A. 請跟我來。

Q. 下午茶在哪裡？ A. 前方大廳酒吧有英式下午茶

Q. 請問退房時間到幾點？ A. 退房最晚是 12 點以前。

Q. 停車場在哪？ A. 請搭這部電梯，停車場位在 1F 與 B1 。

Q. 吃晚餐是否需要餐券？ A . 不需要餐卷，帶房卡即可。

Q. 雲品共有幾間客房？ A. 211 間

Q. 休閒設施在哪裡 ? A. 1 樓

Q. 自助餐在幾樓？ A.2 樓

Q. 哪裡可上網？ A. 請跟我來。Where can I get online? Please follow me.Q. 下午茶在哪裡？ A. 前方大廳酒吧有英式下午茶Where’s afternoon tea? The lobby bar has English style afternoon tea.Q. 請問退房時間到幾點？ A. 退房最晚是 12 點以前。What time is check-out? Check-out is anytime before noon.Q. 停車場在哪？ A. 請搭這部電梯，停車場位在 1F 與 B1 。Where’s the parking lot? Please use this elevator - the parking lot is on B1.Q. 吃晚餐是否需要餐券？ A . 不需要餐卷，帶房卡即可。Do you need a voucher for dinner? You don’t need one. Bring your room card.Q. 雲品共有幾間客房？ A. 211 間How many rooms does this hotel have? We have 211 rooms.Q. 休閒設施在哪裡 ? A. 1 樓Where are the leisure facilities? The leisure facilities are on the first floor.Q. 自助餐在幾樓？ A.2 樓A. What floor is the buffet on? The buffet is on the second floor.

smoked salmon chef Taroko Gorge France hangers

mini bar toilet paper lasagna balcony Germany

air conditioner quarter to eight gift shop suitcase doorman Sun Moon Lake

Look through all the different words you have written

down in the back of your book.

How many do you remember?

Check with your partner - how many do they know?

What can you do to remember new words?

Here are some words you might hear today:

shaving - 刮鬍子materials - 材料nightgown - 睡衣razor - 剃刀hair dryer - 電吹風light bulb - 燈泡contact - 聯繫

inform - 可否sew a button - 縫一個按鈕too much noise - 噪音太大amenities - 設施bedside lamp - 床頭燈code number - 代號video - 錄像

Look at these sentences - can you fix them?

1.bathtub / dirty / is / the 2.I / a / larger / need / bathrobe3.I / room service / twenty / minutes / ordered / ago4.next / room / the / people / in / are / the / noisy / too5.air conditioner / working / the / correctly / isn’t

Now see if you can match the responses to the complaints___ No problem, sir - we’ll send one up right away.___ Thank you for telling us - we’ll send someone up to talk to them.___ I see. We’ll send housekeeping up to take care of that right away.___ I’m sorry, I’ll check on your order for you.___ Thank you for letting us know - we’ll send maintenance up to take care of it.

Questions about complaints:1.What is the most common complaint you hear from guests?

2.What was the first complaint you heard when you started working here? How

did you feel? What did you do about it? Did you fix the problem?

3.Did anyone complain to you yesterday or today? What was it?

4.Name a complaint that you hear often, but can’t fix. How do you feel?

5.What do you do if a guest complains too much? What would you like to do?

6.What is the strangest / funniest complaint you have heard?

7.What are some of the complaints you would like to make about the guests?

8.Work with your partner and think of 4 complaints that you hear the most.

Some good responses to complaints 

I’ll see to that right away ma’am (sir). 

I’ll correct the situation immediately, sir. 

I’m so sorry sir; that should never have happened. 

I’ll take care of that right away sir. 

I’ll see to it immediately. 

I’ll see what I can do about it and get back to you.

Work together and think of two more responses.

z [zi] see [si]

hill [hɪl] hell [hɛl]

bolt [bolt] volt [volt]

mass [mæs]  math [mæθ]

leash [liʃ] lease [lis]

A B

Practice makes perfect and perfect needs practice 

It's a nice night for a white rice fight.

Frank fishes on Friday for a fresh fried fish festival.