Transcript
Page 1: 餐飲旅館英語 English for Hospitality and Hotel industry  Unit 3 Hotel Services

餐飲旅館英語餐飲旅館英語English for Hospitality and Hotel industEnglish for Hospitality and Hotel industryry Unit 3 Hotel Services Unit 3 Hotel Services

Dr. Leo T. A. LinDr. Leo T. A. LinFeb. 19, 2013Feb. 19, 2013

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Unit 3 Unit 3 Hotel ServicesHotel Services

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1. Helping a guest ship a parcel1. Helping a guest ship a parcel

• (Sam inquired at the front desk about shipping a (Sam inquired at the front desk about shipping a parcel.)parcel.)

-- How can I ship this?-- How can I ship this? (The hotel has accounts with several parcel delivery(The hotel has accounts with several parcel delivery companies. He could send the package by airmail or companies. He could send the package by airmail or

byby two-day express services. Sam filled out an address two-day express services. Sam filled out an address label to go with his package.)label to go with his package.) ▓ ▓ Types of Types of shippingshipping:: - - air mailair mail: transported by airplane: transported by airplane - - surface mailsurface mail: transported by truck or train; slower than air mail: transported by truck or train; slower than air mail - - expressexpress: delivered very quickly. One type of express shipping is : delivered very quickly. One type of express shipping is overnight – delivered the day after being sent.overnight – delivered the day after being sent.

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1. Helping a guest ship a parcel1. Helping a guest ship a parcel

• (Alberto handed Sam a copy of the label with his (Alberto handed Sam a copy of the label with his tracking number. The computer calculated the tracking number. The computer calculated the

shipping shipping charge plus the service fee. Sam charged the cost to charge plus the service fee. Sam charged the cost to

hishis room.)room.) ▓ ▓ parcelparcel = somewhat large piece of mail, e.g. a box. Parcels are usually = somewhat large piece of mail, e.g. a box. Parcels are usually wrapped in paper because they are too large for an envelope.wrapped in paper because they are too large for an envelope. ▓ ▓ A A tracking numbertracking number identifies a piece of mail sent by express. The identifies a piece of mail sent by express. The number is used to find out where the item is – at its destination, at an number is used to find out where the item is – at its destination, at an airport, etc.airport, etc.

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2. 2. HousekeepingHousekeeping 1: Dealing with 1: Dealing with damage in a roomdamage in a room

• (Susan, a housekeeper, discovered damage in one of the(Susan, a housekeeper, discovered damage in one of the rooms. She called maintenance and they took away the rooms. She called maintenance and they took away the broken items.)broken items.) -- Hello, maintenance?-- Hello, maintenance? (She filled out an inventory((She filled out an inventory( 清冊清冊 ) of damaged hotel prope) of damaged hotel property.rty. She wrote a report and filed it with the hotel manager.)She wrote a report and filed it with the hotel manager.) -- I found the room in a disgusting state.-- I found the room in a disgusting state.

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2. Housekeeping 2: Bringing extra 2. Housekeeping 2: Bringing extra amenities to the roomamenities to the room

• (Mr. Reynolds dialed “zero” to speak to the (Mr. Reynolds dialed “zero” to speak to the switchboard(switchboard( 交換機;電話總機交換機;電話總機 ) operator.)) operator.) -- Front desk.-- Front desk. (He asked to be connected to housekeeping.)(He asked to be connected to housekeeping.) -- I’m trying to reach housekeeping(-- I’m trying to reach housekeeping( 房務房務 ), ), please.please.

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2. Housekeeping 2: Bringing extra 2. Housekeeping 2: Bringing extra amenities to the roomamenities to the room

• (He identified himself.)(He identified himself.) -- This is Mr. Reynolds in Room 1451.-- This is Mr. Reynolds in Room 1451. (He asked for extra pillows. He also needed a (He asked for extra pillows. He also needed a complimentary toothbrush. The housekeeper complimentary toothbrush. The housekeeper

offered tooffered to bring him the items.)bring him the items.) -- I’ll be right there.-- I’ll be right there. (The housekeeper knocked on Mr. Reynolds’s door.)(The housekeeper knocked on Mr. Reynolds’s door.) -- Housekeeping!-- Housekeeping!

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2. Housekeeping 3: Cleaning a 2. Housekeeping 3: Cleaning a roomroom

• ((PLEASE DO NOT DISTURBPLEASE DO NOT DISTURB Susan did not open this Susan did not open this door. She used her master key to enter an unoccupied door. She used her master key to enter an unoccupied room. First, she cleaned the bathroom with a sponge. room. First, she cleaned the bathroom with a sponge. Then, she made the bed. Next, she dusted the table Then, she made the bed. Next, she dusted the table with a duster. After that, she emptied the wastebasket. with a duster. After that, she emptied the wastebasket. She replaced the dirty towels with clean towels. Finally, She replaced the dirty towels with clean towels. Finally, she vacuumed the carpet with her vacuum cleaner. she vacuumed the carpet with her vacuum cleaner. When she had finished, she checked the room off on When she had finished, she checked the room off on her clipboard. )her clipboard. )

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3. Room Service 1: Taking an 3. Room Service 1: Taking an orderorder

• (Ms. Parin wanted to have dinner in her room, so she (Ms. Parin wanted to have dinner in her room, so she dialed room service. Cody answered the phone.)dialed room service. Cody answered the phone.) -- Room service. How may I help you?-- Room service. How may I help you? (Nancy identified herself and ordered a Caesar salad (Nancy identified herself and ordered a Caesar salad from the room service menu.)from the room service menu.) -- Hello. This is Nancy Parin in room 819. I’d -- Hello. This is Nancy Parin in room 819. I’d like a Caesar salad, please.like a Caesar salad, please.

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3. Room Service 1: Taking an 3. Room Service 1: Taking an orderorder

• (Cody asked what size she would like.)(Cody asked what size she would like.) -- Certainly ma’am. A large salad or just a -- Certainly ma’am. A large salad or just a

sideside salad?salad? -- A large salad, please. Large enough to -- A large salad, please. Large enough to

be abe a dinner in itself.dinner in itself.

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3. Room Service 1: Taking an 3. Room Service 1: Taking an orderorder

• 沙拉的分類沙拉的分類 :: 依照西餐的慣例,沙拉可以分為三種 依照西餐的慣例,沙拉可以分為三種 -- -- Green SaladsGreen Salads 生菜沙拉生菜沙拉::出現在前菜,以蔬菜為主淋上醬出現在前菜,以蔬菜為主淋上醬 汁。單獨成一品。汁。單獨成一品。 -- -- Side SaladsSide Salads 配菜沙拉配菜沙拉::使用蔬菜、馬鈴薯、穀類、麵使用蔬菜、馬鈴薯、穀類、麵 類、豆類、甚至水果,和其他食類、豆類、甚至水果,和其他食 物配著吃,如牛排旁的配菜就屬物配著吃,如牛排旁的配菜就屬 這一種。這一種。 -- -- Composed SaladsComposed Salads 主菜式沙拉主菜式沙拉::除了蔬菜類,還使用除了蔬菜類,還使用 各種生或熟的肉類,各種生或熟的肉類, 並搭配醬汁。一道主菜式沙拉等並搭配醬汁。一道主菜式沙拉等 於一份全餐,材料更多,因此所於一份全餐,材料更多,因此所 有的材料和醬汁都需要謹慎的混有的材料和醬汁都需要謹慎的混 配以免味道和口感的衝突。 配以免味道和口感的衝突。

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3. Room Service 1: Taking an 3. Room Service 1: Taking an orderorder

• (Cody confirmed the order and entered it into the (Cody confirmed the order and entered it into the computer.)computer.) -- Right. A large Caesar salad.-- Right. A large Caesar salad. (He asked Nancy if she would like anything else.)(He asked Nancy if she would like anything else.) -- Would you like anything else, ma’am? Some -- Would you like anything else, ma’am? Some wine perhaps? Or some other beverage?wine perhaps? Or some other beverage? -- I’ll just have some mineral water, please.-- I’ll just have some mineral water, please.

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3. Room Service 1: Taking an 3. Room Service 1: Taking an orderorder

• (Cody quoted the price and estimated a delivery (Cody quoted the price and estimated a delivery time.)time.)

-- Thank you, ma’am. That will be $12.35 -- Thank you, ma’am. That will be $12.35 withwith

tax. Your meal should reach you in tax. Your meal should reach you in about 30about 30

minutes.minutes.

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3. Room Service 2: Delivering an 3. Room Service 2: Delivering an orderorder

• (Cody put a clean tablecloth on a cart and arranged (Cody put a clean tablecloth on a cart and arranged foodfood

and some utensils on a tray that he put on the cart. and some utensils on a tray that he put on the cart. HeHe

wheeled the cart to her room. He knocked on the wheeled the cart to her room. He knocked on the doordoor

and identified himself when Nancy came to the and identified himself when Nancy came to the door.)door.)

-- Yes?-- Yes? -- Room service.-- Room service.

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3. Room Service 2: Delivering an 3. Room Service 2: Delivering an orderorder

• (He took the tray of food off the cart and placed it (He took the tray of food off the cart and placed it on on

the coffee table. He removed the covers from the the coffee table. He removed the covers from the food. food.

He opened her mineral water and poured it into a He opened her mineral water and poured it into a glass.glass.

He ground some fresh pepper onto her salad. He He ground some fresh pepper onto her salad. He askedasked

if everything was satisfactory.)if everything was satisfactory.) -- Does everything look okay?-- Does everything look okay?

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3. Room Service 2: Delivering an 3. Room Service 2: Delivering an orderorder

• (Nancy asked if she could add some soup to the (Nancy asked if she could add some soup to the order.)order.)

-- I hate to do this to you, but is it too late to-- I hate to do this to you, but is it too late to order some chicken soup too?order some chicken soup too? -- Not at all, ma’am. We can get that to you in -- Not at all, ma’am. We can get that to you in about 10 minutes. That will add about about 10 minutes. That will add about

$3.50 $3.50 to your bill.to your bill.

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3. Room Service 2: Delivering an 3. Room Service 2: Delivering an orderorder

• (Cody called the addition down to the kitchen.)(Cody called the addition down to the kitchen.) -- Joe, this is Cody. I’m delivering to 819, -- Joe, this is Cody. I’m delivering to 819,

and and we need a bowl of chicken soup. Ten we need a bowl of chicken soup. Ten minutes? Great.minutes? Great.

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3. Room Service 2: Delivering an 3. Room Service 2: Delivering an orderorder

• (Nancy signed for the meal.)(Nancy signed for the meal.) -- Ma’am, would you like to sign this to -- Ma’am, would you like to sign this to

chargecharge the order to your room?the order to your room? -- Oh, yes. Thanks.-- Oh, yes. Thanks. (Cody put the food covers on the cart and walked (Cody put the food covers on the cart and walked toward the door.)toward the door.) -- Have a pleasant dinner, ma’am. That soup -- Have a pleasant dinner, ma’am. That soup should be here very soon.should be here very soon.

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3. Room Service 2: Delivering an 3. Room Service 2: Delivering an orderorder

• (Nancy thanked him and gave him a tip.)(Nancy thanked him and gave him a tip.) -- Well, thanks very much for the great -- Well, thanks very much for the great

service.service. This is for you.This is for you.

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4. Taking messages for a guest4. Taking messages for a guest

• (Alberto answered the phone.)(Alberto answered the phone.) -- Pine Ridge Hotel. May I help you?-- Pine Ridge Hotel. May I help you? (The caller asked for Ms. Parin.)(The caller asked for Ms. Parin.) -- I’d like to speak to one of your guests, -- I’d like to speak to one of your guests,

NancyNancy Parin.Parin. (Alberto asked the caller to wait a moment.)(Alberto asked the caller to wait a moment.) -- Certainly. One moment while I look that up.-- Certainly. One moment while I look that up.

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4. Taking messages for a guest4. Taking messages for a guest

• (Alberto searched for Ms. Parin in the guest database.(Alberto searched for Ms. Parin in the guest database. Alberto tried to connect the caller to Ms. Parin’s room, Alberto tried to connect the caller to Ms. Parin’s room, but Ms. Parin was out. Alberto offered to take a but Ms. Parin was out. Alberto offered to take a message.)message.) -- I’m sorry. She is not in her room. May I take-- I’m sorry. She is not in her room. May I take a message.a message. (Alberto wrote down the message and put a note in Ms.(Alberto wrote down the message and put a note in Ms. Parin’s mailbox.)Parin’s mailbox.)

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4. Serving a guest in the gift shop4. Serving a guest in the gift shop

• (Sam Monroe visited the hotel gift shop. The clerk (Sam Monroe visited the hotel gift shop. The clerk offered to help him.)offered to help him.) -- Good morning. May I help you?-- Good morning. May I help you? (Mr. Monroe wanted to buy some postcards.)(Mr. Monroe wanted to buy some postcards.) -- I’m looking at these postcards, thanks.-- I’m looking at these postcards, thanks. (He picked out two postcards. He also chose a (He picked out two postcards. He also chose a

present present for his son.)for his son.)

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4. Serving a guest in the gift shop4. Serving a guest in the gift shop

• (The clerk rang up the purchases on the cash (The clerk rang up the purchases on the cash register. register.

Mr. Monroe paid in cash. The clerk gave him his Mr. Monroe paid in cash. The clerk gave him his change.)change.)

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5. The guest’s experience 1: 5. The guest’s experience 1: Signing for drinks and snacksSigning for drinks and snacks

• (Mr. Porter went to the hotel bar. He caught the (Mr. Porter went to the hotel bar. He caught the bartender’s attention. Mr. Porter ordered a glass of bartender’s attention. Mr. Porter ordered a glass of whiskey. He also asked for a snack.)whiskey. He also asked for a snack.) -- Could I have some peanuts?-- Could I have some peanuts? (The bartender left the check with Mr. Porter. Mr. (The bartender left the check with Mr. Porter. Mr.

PorterPorter wrote his room number on the check and signed it. wrote his room number on the check and signed it. Then he left a tip for the bartender.)Then he left a tip for the bartender.)

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5. The guest’s experience 2: 5. The guest’s experience 2: In-room entertainmentIn-room entertainment

• (Mr. Reynolds turned on the television. He changed (Mr. Reynolds turned on the television. He changed the the

channel and he adjusted the volume. Then the kids channel and he adjusted the volume. Then the kids played a video game. Mrs. Reynolds read the TV played a video game. Mrs. Reynolds read the TV

guide. guide. She pressed the menu button. The family chose a She pressed the menu button. The family chose a

pay-pay- per-view movie. They all watched the movie per-view movie. They all watched the movie

together. together. Then Mr. Reynolds turned off the TV. )Then Mr. Reynolds turned off the TV. )

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5. The guest’s experience 3:5. The guest’s experience 3: Using the fitness center Using the fitness center

• (Sandra went to the fitness center to work out. To war(Sandra went to the fitness center to work out. To warmm up, she did some stretches. Then she did some aerobiup, she did some stretches. Then she did some aerobic c exercises by riding a stationary bike , using a stair-exercises by riding a stationary bike , using a stair- stepper and running on a treadmill(stepper and running on a treadmill( 踏車踏車 ). For upper-). For upper- body strength, she lifted weights. She cooled down anbody strength, she lifted weights. She cooled down and d then went back to her room to take a shower.)then went back to her room to take a shower.)

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5. The guest’s experience 4: 5. The guest’s experience 4: At the executive loungeAt the executive lounge

• (At the reception desk in the executive lounge((At the reception desk in the executive lounge( 行政休行政休息息 室室 ), Sam gave his room to the hostess.)), Sam gave his room to the hostess.) -- Welcome, sir. Which room number?-- Welcome, sir. Which room number? -- I’m in 204.-- I’m in 204.

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5. The guest’s experience 4: 5. The guest’s experience 4: At the executive lounge in the At the executive lounge in the

eveningevening• (He took a newspaper off the rack and sat down in an (He took a newspaper off the rack and sat down in an armchair near the window. He looked out the window armchair near the window. He looked out the window and enjoyed a view of the city. At 6:00, the cocktail and enjoyed a view of the city. At 6:00, the cocktail hour started.)hour started.) -- Ladies and gentlemen, you’re all welcome t-- Ladies and gentlemen, you’re all welcome too have cocktails and some snacks if you’d like.have cocktails and some snacks if you’d like. (The attendants set up a buffet of hors d’oeuvres((The attendants set up a buffet of hors d’oeuvres( 開開胃小胃小 菜菜 ) and a small self-service bar.)) and a small self-service bar.)

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5. The guest’s experience 4: 5. The guest’s experience 4: At the executive lounge in the At the executive lounge in the

morningmorning• (There was a breakfast buffet in the lounge. Sam(There was a breakfast buffet in the lounge. Sam ordered an omelet(ordered an omelet( 煎蛋捲煎蛋捲 ) from the cook.)) from the cook.) -- Could I have an omelet? Cheese, tomato, -- Could I have an omelet? Cheese, tomato, and green pepper, please.and green pepper, please. (Sam asked one of the attendants for a cup of coffee.)(Sam asked one of the attendants for a cup of coffee.) -- Could I just have some coffee, please? With -- Could I just have some coffee, please? With milk.milk.

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5. The guest’s experience 4: 5. The guest’s experience 4: At the executive lounge in the At the executive lounge in the

morningmorning• (He took some fruit and some pastries((He took some fruit and some pastries( 酥皮點心酥皮點心 ) from ) from the buffet and sat at the table to eat his breakfast. the buffet and sat at the table to eat his breakfast. While Sam got a refill of his coffee, … )While Sam got a refill of his coffee, … ) -- Should I -- Should I toptop that that offoff(( 用…來結束用…來結束 ) for you, sir?) for you, sir? (… another guest checked out of the hotel at the service(… another guest checked out of the hotel at the service desk in the lounge.)desk in the lounge.) -- I’d like to check out, please.-- I’d like to check out, please.


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