Chapter 3　Housekeeping Service

Lesson One　Hotel Rooms and Facilities

Objectives

To help the students master useful expressions and sentences about hotel rooms.

To help the students familiar with room types and room facilities.

To help the students make some dialogues about room introduction.

Warming Up

1. Look at the following pictures and fill in the blanks according to the corresponding descriptions.

　　　　　　is an important document used by guests when they check in.

　　　　is a kind of form which front desk staff need to fill in carefully when guests check in.

　　　　　　is a room with three beds that can accommodate three persons.

　　　　　is a room with a king-sized bed, which can be occupied by one or more people.

　　　　　　is a room located on the ‘executive floor’ which enables convenient access to the executive lounge.

　　　　　　is a room with one or more bedrooms and a separate living space.

Dialogues

Key sentences:

Could you show me how to use the telephone?

After you, sir. May I put your bags here?

Shall I open the curtains for you?

Here is the laundry bag. You just need to put your clothes in it. And the housekeeper will pick it up when she comes to do the room in the morning.

If you need any help, you can give a call to the front desk.

Pre-questions:

1. Have you ever lived in a hotel? What kind of room do you live in?

2. Have you ever used the guest supplies in the hotel. Can you name some of them?

3. What service can hotel provide for guest?

Dialogue 1

Bellman:　　　　Is this everything,sir?

Guest:　 　　 　Yes,that’s everything.

Bellman:　　　　Follow me,please.

Guest:　 　　 　Thank you.

Bellman:　　　　Here we are,sir. Here’s the lightswitch and air conditioner switch.

Guest:　 　　 　Fine.

Bellman:　　　　Here’s the closet and you can hang your clothes in it. If you need more hangers, please tell me. This is the bathroom. Here are towels, bath gel, shampoo, comb, shaving kit, etc.

Guest:　 　　 　Great!I just want to wash up.

Bellman:　　　　Will there be anything else,sir?

Guest:　 　　 　Yes. Could you show me how to use the telephone? Because I want to make a call to my friend who leaves in the city.

Bellman:　　　　Yes, of course. First dial “2” and then the telephone number.

Guest:　 　　 　Ok, I get it. Thank you.

Bellman:　　　　You are welcome. If you need any help, you can give a call to the front desk. Its extension number is 290674.

Guest:　 　　 　All right. Thank you very much.

Bellman:　　　　It’s my pleasure. Have a nice day.

Dialogue 2

Receptionist:　 　Sir,how do you like this room? It’s just facing the Tiananmen Square and you can see the flag-rising ceremony tomorrow morning. It’s also quite spacious.

Guest:　 　　 　I’ m afraid it is a little noisy. Because tomorrow I will attend a meeting and I want to have a good rest.

Receptionist:　 　Okay, let me find a quiet room for you. How about this one. It’s at the back of the hotel and very cool and quiet at night. And this is a Business Room. It’s very convenient for you to do some work.

Guest:　 　　 　Excellent. I want this one.

Receptionist:　 　All right. Please wait a moment. I will arrange a bellman to take you to your room.

Guest:　　Okay.
(Serval minutes later)

Bellman:　　　　Good afternoon, sir. I’m the bellman here. Let me help you with your luggage.

Guest:　 　　 　It’s very kind of you to do so.

Bellman:　　　　This is your room. After you, sir. May I put your bags here?

Guest:　 　　 　Sure, just put them anywhere.

Bellman:　　　　Shall I open the curtains for you?

Guest:　 　　 　Yes, that’s a good idea.

Bellman:　　　　This is the mini-bar and it is fully stocked. You can choose what you like.

Guest:　 　　 　Okay. Thank you very much.

Bellman:　　　　The bathroom is over there. Maybe you can take a shower as I see you are a little tired.

Guest:　 　　 　Okay. And I have some clothes to be washed. Do you provide laundry service?

Bellman:　　　　Yes. Here is the laundry bag. You just need to put your clothes in it. And the housekeeper will pick it up when she comes to do the room in the morning.

Guest:　 　　 　Oh, I see. Thanks a lot.

Bellman:　　　　Sir, if you need something, just call me over the phone or press the button over there.

Dialogue 3

Bellman:　　　　Sir and madam. This is your room. I hope you like it.

Guest:　 　　 　It looks nice.

Bellman:　　　　May I put your luggage here?

Guest:　 　　 　Yes, of course. By the way, could you tell me about your hotel service?

Bellman:　　　　Yes. Our hotel has Chinese, Japanese and Western food restaurants. Usually we provide buffet breakfast in the morning. In addition, we also have a complete set of service facilities including ballroom, physical fitness center, squash,billiard room, beauty salon, sauna,swimming pool, bar, shopping arcade and taxi service,etc.

Guest:　 　　 　It sounds great. I’ d like to have a brochure of your hotel.Where could I get one?

Bellman:　　　　You can get it from the Reception Desk.If you don’t mind, I’ ll come up again and offer you one.

Guest:　 　　 　That’s very kind of you.By the way,what about the daily service hour of the restaurant?

Bellman:　　　　From 7:00 a.m.till 10: 30 p.m., nearly serving all day long.

Guest:　 　　 　When will the bar and cafe open?

Bellman:　　　　From 3:00 p.m.till midnight.And then,you might keep your valuables at the hotel’s vault.

Guest:　 　　 　You give very good service in your hotel.Thank youa lot.

Vocabulary

Useful Expressions

1. Is this everything, sir?

这是全部东西吗，先生？

2. Here we are, sir. Here’s the light switch and air conditioner switch.

我们到了，先生。这是电灯开关和空调开关。

3. Here’s the closet and you can hang your clothes in it. If you need more hangers, please tell me.

这是衣橱，你可以把衣服挂在里面。如果你需要更多的衣架，请告诉我。

4. This is the bathroom. Here are towels, bath gel, shampoo, comb, shaving kit, etc.

这是浴室。这里有毛巾、沐浴露、洗发水、梳子、剃须用具等。

5. This room is facing south, and it has a nice view.

这个房间朝南，而且能看到很美的风景。

6. First dial “2” and then the telephone number.

先拨2再拨电话号码。

7. If you need any help, you can give a call to the front desk. Its extension number is 290674.

如果你需要帮助，你可以打电话到前台。它的分机号码是290674。

8. Sir, how do you like this room? It’s quite spacious.

先生，你觉得这个房间怎么样？房间也很宽敞。

9. And this is a Business Room. It’ s very convenient for you to do some work.

这是一个商务房。你做一些工作很方便。

10. Please wait a moment. I will arrange a bellman to take you to your room.

请稍等。我将安排一个行李员带你去你的房间。

11. May I put your bags here?

可以把你的行李放在这里

12. Shall I open the curtains for you?

我帮你把窗帘拉开好吗？

13. This is the mini-bar and it is fully stocked. You can choose what you like.

这是迷你吧，里面装满了各种饮料。你可以选择你喜欢的。

14. The bathroom is over there. Maybe you can take a shower as I see you are a little tired.

洗手间在那边。也许你可以洗个澡，因为我看到你有点累了。

15. Special laundry bags with price lists are placed in the closet.

洗衣袋和洗衣单放在壁橱里。

Exercises

1. Questions and Answers

(1) What kind of rooms does hotel usually provide?

(2) What facilities are usually in hotels?

(3) If a guest doesn’t like his room, can he change a room? How?

2. Match the words or expressions in Column A with their Chinese equivalents in Column B.

3. Fill in the blanks

(1) Could you tell me where is the 　　　　　　（电灯开关）?

(2) There are 　　　 （毛巾） 　　　 （沐浴露） 　　　 （牙膏）　　　 （梳子）in bath room.

(3) Could you tell me if your hotel has 　　　　（健身中心）because I want to do some exercise?

(4) Do you need me to 　　　　　　　　　　　　　　 （设置洗浴温度）?

(5) Will there be anything else?

= 　　　　　　　　　　　　　　　　

(6) You may keep your 　　　　　（贵重物品）in our hotel’s safe deposit box.

(7) You can use the 　　　　　　 （遥控器） to choose the channel you like.

(8) There are all kind of drinks in your room’s 　　　　（小冰柜）.

(9) On the 3rd floor of our hotel, there are 　　　 　 （酒吧）　　 　　（咖啡厅） 　　　　（台球馆） 　　　　　（桑拿）， etc.

(10) 　　　　　　　　　　　　　　　　 （您觉得这个房间怎么样）

The room 　　　　　　　　 （面向超市） . I think it is a little noisy.

4. Read the passage and decide if the statements are true (T) or false (F).

A hotel is an establishment that provides paid lodging on a short-term basis. Facilities provided may range from a modest-quality mattress in a small room to large suites with bigger, higher-quality beds, a dresser, a refrigerator and other kitchen facilities, upholstered chairs, a flat screen television and en-suite bathrooms. Small, lower-priced hotels may offer only the most basic guest services and facilities. Larger, higher-priced hotels may provide additional guest facilities such as a swimming pool, business center (with computers, printers and other office equipment), childcare, conference and event facilities, tennis or basketball courts, gymnasium, restaurants, day spa and social function services. Hotel rooms are usually numbered (or named in some smaller hotels and B&Bs) to allow guests to identify their room. Some boutique, high-end hotels have custom decorated rooms. Some hotels offer meals as part of a room and board arrangement. In the United Kingdom, a hotel is required by law to serve food and drinks to all guests within certain stated hours. In Japan, capsule hotels provide a tiny room suitable only for sleeping and shared bathroom facilities.

Exercises:

(1) Hotel usually provides a short-term accommodation for guests. (　　)

(2) Larger hotels provides more services and facilities than small hotels. (　　)

(3) To help guests find their rooms, hotel rooms are usually numbered. (　　)

(4) In Japan, a hotel is required by law to serve food and drinks to all guests within certain stated hours. (　　)

(5) In Japan, capsule hotels provide a tiny room only for sleeping without bathroom facilities.(　　)

Challenges and Solutions

1. What are the different forms of pricing in hotels?

Solutions:

2. What are the difference ways to offer guests room rates?

Solutions:

3. What are the basic premises for room upgrading?

Solutions:

4. If a guest doesn’t like his room, what will you do?

Solutions:

5. If a guest wants to have an extra bed, can wo offer to them?

Solutions:

6. If a guest feels too cold in his room, what will you do?

Solution:

7. If the guests complain the bathroom doesn’t have hot water, what will you do?

Solutions: