《饭店专业英语》Part 3 Unit 21 Room Service.pptVIP

Unit 21 Room Service * . I. SNAPSHOT Room service or in-room dining applies only when guests want to have their food in the guest room. Only hotels of four- or five-star rating offer room service. * . II. Words cloche 钟形盖 hot box 热箱 trolley 手推车 door knob menu 门把菜牌 book menu薄式 electronic menu 电子菜单 * . III. Procedures of taking room service order by phone Step1 Pick up the phone within three rings 三声之内接起电话 Step2 Greet guest 问候客人 Step3 Record information of the guest:Room number, name, food ordered, delivering time and any particular requests 记录客人房号、姓名、所点食物、送达时间、及 其他任何特殊要求 Step4 Confirm all information 重复信息 Step5 Thank the guest for calling (let the guest hang up first) 致谢 * . IV. Procedures of preparation of room service delivery Step1 Receive the order 接到订单 Step2 Set up the trolley according to the order 根据菜单按标准摆台 Step3 Record the order delivering 登记送餐记录 Step4 Get bill from cashier and know the way of payment (ask guests to sign the bill or get cash ready ) 从收银处取账单并了解付款方式（让客人签单或准备现金） Step5 Stamp and recheck the dishes from the kitchen 从厨房出菜，加盖并核对 Step6 Use staff lift to deliver 使用员工电梯送餐 * . V. CONVERSATION Dialogue 1 Scenario: The operator is receiving a call from a guest. ① Listen and learn American breakfast Continental breakfast Surcharge ② Listen and answer a. What’s the guests room number? b. What does the guest order? c. How much does the guest spend for his breakfast? * . (OT: Order taker; G: Guest) OT: Good morning. Room service, Linda speaking. How may I help you? G: Good morning. I’d like to order something for breakfast. OT: Certainly, sir. May I have your name and your room number, please? G: This is Peter Wilson calling from room 324. OT: Yes Mr. Wilson, would you like to have American br