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Unit Three Housekeeping Service 客房服务

Unit Objectives （单元目标） Unit Objectives （单元目标） • After learning this unit, you should• ——read, comprehend and translate into Chinese the

passages and the dialogues about housekeeping.• ——know how to give information about housekeeping ;• ——master the basic words and expressions about

housekeeping information and use them to make sentences;

• ——get some cultural knowledge about housekeeping information;

• ——comprehend the listening dialogues , practice the listening skill and talk a little about housekeeping;

• ——find ways to improve your writing skills about resumes on applying for jobs.

Background Knowledge 背景知识 Background Knowledge 背景知识 • Types of Housekeeping 客户类型• （ 1 ） single room 单人房（一张单人床）• 　　 double room 双人房（二张单人床）• 　　 double room 双人房（二张双人床）• 　　 big single room 大床房（一张双人大床）• 　　 tripe room 三人房（三张单人床）• （ 2 ） economy room （ ER ） 经济间• 　　 standard room （ SR ） 标准间• 　　 superior room （ UR ） 高级套房• 　　 standard suite （ SS ） 套间• 　　 deluxe room （ DR ） 豪华间• 　　 presidential suite （ PS ） 总统套房• （ 3 ） studio room 工作室型客房（设沙发床或躺椅）• 　　 multi-functional room 多功能客房• 　　 combined type rooms 组合客房

Types of Restaurants 饭店种类Types of Restaurants 饭店种类

• inn 旅馆 , 饭店• 　　 lodge 小旅馆• 　　 tavern 酒店• 　　 caravansary 马车店 , 大旅馆• 　　 hostel 招待所• 　　 hotel 饭店 , 酒店• 　　 motel （ =motor hotel ） 汽车饭店（旅店）• 　　 budget hotel 廉价旅馆• 　　 economy hotel （ one-star hotel ） 一星级饭店• 　　 some comfort hotel （ two-star hotel ） 二星级饭店• 　　 average hotel （ three -star hotel ） 三星级饭店• 　　 high comfort hotel （ four -star hotel ） 四星级饭店• 　　 deluxe hotel （ five-star hotel ） 五星级饭店

Types of American Credit Cards 美国的信用卡种类Types of American Credit Cards 美国的信用卡种类• （ 1 ） American Express 美国运通卡，是由美国运通公司

(American Express Company) 发行的信用卡，它可以在全世界大多数国家第一流的旅馆、餐厅及商店等处使用。

• （ 2 ） Carte Blanche 全权卡，这是两个法语词，意思是“空白的卡片” (blank card) 。原义是一个空白的文件，由一方事先在协议上签好字，然后送另一方填写它所同意的条件。

• （ 3 ） Diners Club 大来卡。• （ 4 ） Master card 万事达卡，是美国三千家银行通过国际信用卡协

会（ Interbank Card Association ）签发的信用卡。它是美国使用最广泛的信用卡中的一种，原名为 Master Charge.

• （ 5 ） Visa “ 维萨”卡，是美洲银行发行的信用卡。该行是最先签发信用卡的银行。在各种信用卡中，美洲银行所签发的信用卡数目最多。美国加利福尼亚州以外的约 40 个州的银行，都可以代表美洲银行签发它的信用卡。该行的信用卡原名为“美洲银行卡”（ Bank Americard ），于 1977 年改名为“维萨”。

Practice Materials 实训材料 Practice Materials 实训材料 • Listening • Dialogue 1• a. Listen to Dialogue One and decide whether each

of the following sentences is true (T) or false (F).• 1. ______ The man is a waiter of a dinning room.• 2. ______ The guest was just about to go down for his supper. • 3. ______ The guest would like a flask of hot water. • 4. ______ There is no water in the flask. • 5. ______ The guest himself will go and get some hot water. • Keys : 1. F 2. F 3. T 4. T 5. F

Dialogue 1Dialogue 1

• b. Listen to the dialogue and answer these questions.

• 1. What’s the man’s occupation ? • A Housekeeping Department waiter .• 2. What does the guest ask the man to do for him ? • To get him a flask of hot water .• 3. What does the guest need some water to do? • To wash down medicine .• 4. Is there any hot water in the flask? • No , there isn’t any . • 5. What will the man do the n? • He’ll go and get another flask .

Dialogue 1Dialogue 1

• c. Listen to the dialogue again and supply the missing words.

• 1. When would you like me to ________________ your room , sir ?

• 2. But before you _______________, would you do this for me ? • 3. I need some hot water to ________________ medicine. • 4. I’m sorry that your flask is .• 5. I will go and get you ________________flask that’s at once . • Keys: 1. do 2. start 3. wash down 4. empty 5. another, full

Dialogue 2 Dialogue 2 • a. Listen to Dialogue Two and choose the best

answer to complete the statements.• 1.The guests are going to have in the room .• a. a meeting b. a discussion • c. a small party d. a game • 2.The guests want the girl to tide up a bit .• a. in the living room b. in the dinning room• c. in the reading room d. in the bathroom• 3.The guests would treat their friends to .• a. Chinese tea b. coffee• c. orange juice d. beer• 4.The girl will bring in some together with the drinking water. • a. fresh flowers b. new cups • c. fresh towels d. clean bottles • 5.What would the guests like to do while waiting for their friends ?• a. do some sewing b. do some reading• c. listen to music d. do some washing • Keys : 1. c 2 . d 3 . a 4 . c 5 . b

Dialogue 2Dialogue 2

• b. Listen to the dialogue and answer these questions.

• 1. what does the girl want to do for the guests ? • She wants to do the turn down service for them. • 2. What are the guests going to have in the room ? • To have a small party. • 3.Why is the bathroom in disorder now ? • Because the guest has just taken a bath. • 4. Who will turn on the lights for the guests? • The girl will turn on the lights for them. • 5.Do you think the guests will have a good time that evening? • Yes , I do.

Dialogue 2Dialogue 2

• c. Listen to the dialogue again and supply the missing words.

• 1. May I do the __ ____________service for you now ? • 2. I’ll let the overnight ______________know. • 3. Our friends seem to be ______________ late. • 4. would you like me to draw the_____________ for you ? • 5. Goodbye, sir and madam ,and do have a very

______________evening. • Keys: 1. turn down 2. staff 3. a little 4. curtains 5. pleasant

Reading Reading

• Passage One

• Tips on Service

Tips on ServiceTips on Service• a. Answer the following questions according to the Passage.• 1.In what situation can the doorman get the higher amount of tips ?• ____________________________________________________________________• 2.How much should you tip for the bellman when he buys something for you ?• ____________________________________________________________________• 3. What should you do if the maid you want to tip for can not be found ?• ____________________________________________________________________• 4.Is it necessary for you to tip for valet services as usual ? Why ?• ____________________________________________________________________• 5. Are tips for dining room staff much more than they are in any other restaurant ?• ____________________________________________________________________

• Keys to the exercise:Keys to the exercise:• 1. He must stand in the rain for a period of time .• 2. He or she should be tipped $2 to $3 .• 3. You should put the tip in a sealed envelope marked “chambermald” .• 4. No. Because valet services are added to the bill .• 5. No. Tips for dining room staff are the same as they are in any other

restaurant .

Tips on ServiceTips on Service

• b. Translate the expressions into Chinese or English.• 1. deliver an important report 做重要报告 • delivery truck 送货车 • deliver the letters 送信• take delivery of the new car 提取新车 • 2. press one’s trousers 熨裤子 • press the door bell 按门铃• press home one’s advantage 充分利用有利形势 • press the trigger of a gun 扣动手枪扳机 • 3. set one’s seal to the proposals 某人同意这些建议 • seal the parcel with sticky tape 用胶带封住包裹 • a sealed bottle 密封的瓶子• seal the document 给文件盖章 • 4. an elegant piece of furniture 一件雅致的家俱 • elegant manners 优雅的举止 • an elegant lady dressed in• the latest fashion 身着最新时装的娴雅女士 • the most elegant hotel 最豪华、有档次的酒店

Tips on ServiceTips on Service

• c. Read the descriptions of three hotels in Bangkok and put the Chinese into English .

• Each hotel room has air conditioning ( 空调 ),24 hour room service ( 客房服务 ),TV, radio and most have IDD phones .Other facilities include photocopying , typing , fax ( 传真 ) and translation .

• 1. The Sheraton • This large hotel offers business people excellent facilities including

translation and computer hire. It has a large pool and a wide range of sporting and leisure events.

• 2.The Ambassador • Tower complex with a big shopping center ( 购物中心 ) ; business

and sports center, a wide choice of bars ( 酒吧 ) and restaurants ; ideal for sales conferences.

• 3. The Regent• In a quiet location ,close to the central business district . The business

center is open daily . Shops , large pool , sauna , fitness center ( 健身中心 ) , tennis , meeting rooms ( 会议室 ) .

Tips on ServiceTips on Service

• d. Translate the following sentences into English with words or phrases given in the brackets.

• 1. 如果你把这只狗惹火的话，它会咬你的。（ annoy ）• If you annoy the dog , it will bite you .• 2. 健康取决于好的的食品、新鲜的空气和足够的睡眠。（ depend

on ）• Health depends on good food , fresh air and enough sleep .• 3. 汤姆把赚的大部分钱交给他母亲。（ turn over ）• Tom turns over most of the money he earns to his mother .• 4. 她孩子的年龄差距由三岁到十八岁。（ range from----to ）• Her children’s ages range from three to eighteen .• 5. 房租费包不包早餐？（ include ）• Does the price include breakfast ?

ReadingReading

• Passage Two

• Etiquette of British Bars

Etiquette of British BarsEtiquette of British Bars• a. Answer the following questions according to the Passage.• 1.Do British people love queues in bars ?• ______________________________________________________________________________• 2.What is the bell hanging behind the counter used to do ?• ______________________________________________________________________________• 3. What should you do if you want to catch the bar worker’s eyes ?• ______________________________________________________________________________• 4.What are the things the British bar staff dislike?• ______________________________________________________________________________• 5.How long did the Dutch tourist spend visiting 800 British pubs?• ______________________________________________________________________________• 6.What is the good way to thank the bar staff for their service ?•

• Keys to the exercise:Keys to the exercise:• 1. No, they don’t.• 2. It is used by the landlord to signal closing time.• 3. I should hold an empty glass or some money.• 4. They do not like people to keep others waiting while they make up their minds. They

don't like people standing idly against the bar when there are a lot of customers wanting for service. And they do not like people who wait until the end of the order before asking for such drinks as Guinness stout which take considerably longer to pour than other drinks.

• 5. The Dutch tourist spent six months.• 6. The good way is to offer the bar staff a drink.

Etiquette of British BarsEtiquette of British Bars

• b. Fill in the blanks with words given blow, changing the form where necessary.

• 1. She was amazingly well read in the newest of the new books.

• 2. Her mother had adopted a silently disapproving attitude.• 3. He seems quite contented with his life.• 4. Wool is considerably softer than wood .• 5. He grew up in an atmosphere of love and trust .• 6. The general manager interviewed all the applicants one

by one .• 7. We do not permit smoking in the school .• 8. Do you suppose you can manage to get me a passport ?• 9. Everyone ought to have some ideals to follow .• 10. Gestures and facial expressions are both important when

communicating .

WritingWriting

• A Resume on Applying for a Job

• 求职简历

A Resume on Applying for a Job 求职简历A Resume on Applying for a Job 求职简历• Task 2 Sample Writing• 应聘宾馆客房部主管（ Room Service Supervisor ）• Resume• Name ： Xiaofeng Liu 　　　　　　　 Nationality ： the Dong • Birth date ： 26/7/1974 　　　　 Sex ： Male 　　　　　　• Health ： excellent • Career Objective ： Hotel Room Service Supervisor • Address ： Graduating Class, Hotel Management Specialty college of Management,

Fudan University Shanghai 200154• Date Education• 1996-2000B.S. in Hotel Management at Fudan University• Courses completed ： Management Principles, Introduction to Hotel Management,

Hotel Personnel Management, Tourist Psychology, Tourism Marketing, Tourism Economics, Room Service Management, Public Relations Science, etc.

• 1990-1996 Guiyang No.16 Middle School• Summer Jobs • Assistant Room Supervisor at Shanghai International Hotel,1993• Public Relations Boy AT Pudong Hotel, 1992 • Assistant Food Supervisor, Shanghai Guest Hotel• Special Skills• College English Test—Band Six• Computer Operation ： IBM-PC

A Resume on Applying for a Job 求职简历A Resume on Applying for a Job 求职简历• Writing Practice• 1. Translate the following sentences into English.• 1. 另外，你还应填入你的的目标。（ include, objective ）• Besides, you should include your job objective.• 2. 你能否帮我看一下我还需做任何改动吗？（ go over, change ）• Could you go it over and see if I need to make any changes?• 3. 他上过广州市第八中学。（ attend ）• He attended No.8 Middle School in Guangzhou.• 4. 你也已经有了一些工作经历。（ experience, as well ）• You have had some work experience as well.• 5. 她有可能得到她所喜欢的秘书工作。 (be likely to, job)• She is likely to get what she wants － a secretary’s job.

A Resume on Applying for a Job 求职简历A Resume on Applying for a Job 求职简历• 2.The following is a resume forn. Fill in the blanks so that it fits

your case.• Suggested answer:Suggested answer:• Resume• Personal Data• Name: Age: Sex: male /female • Address: • Tel: • Email: • Career objective: General Manager of the hotel • Education• 19 -19 : (college/graduate school)

• 19 -19 : (high school)• Work Experience • 19 -present : • 19 -19 : • 19 -19 : • Special Skills Excellent English, fair Japanese • Hobbies Reading, traveling, writing, collecting stamps • Other Factors prepared to work hard, easy to get along with • References Will be sent in upon request

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