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Emergency

酒店英语部分. 任务 15. Emergency. Emergency 处理客房突发事件. Aims of Studying. How to provide emergency service 如何提供紧急服务 How to offer baby-sitting service 如何提供托婴服务 How to deal with an emergency 如何处理突发事件. Dialogues. Useful Drills. Tips. Exercises. Content 任务知识支撑. Background Information.

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Emergency

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  1. 酒店英语部分 任务15 Emergency

  2. Emergency 处理客房突发事件 Aims of Studying How to provide emergency service 如何提供紧急服务 How to offer baby-sitting service 如何提供托婴服务 How to deal with an emergency 如何处理突发事件

  3. Dialogues Useful Drills Tips Exercises Content任务知识支撑

  4. Background Information 如何照顾生病的客人 (Take care of a sick guest) 客人由于来到陌生的(strange)地方可能因气候(climate)､水土(natural environment)等不习惯而患病,客房服务员若发现客人生病,需报告给领班并写下记录(record),同时做好服务工作｡客人出门在外,难免会遇到伤病等紧急情况,在他们需要救治时,工作人员要急客人所急,选择最恰当的方式解除其痛苦｡

  5. New Words and Expressions Dialogues stomachache n. 胃痛 symptom n. 症状 呕吐 vomit v instruction n. 指导,说明 临时保姆,代人照看孩子者 babysitter n. check-up 检查 smoke detector 烟雾探测器 confirmation form 确认表 disturb v. flash v. 打扰 闪烁

  6. I Apology 致歉 Useful Drills (注:★表示此话为客户所说) 不好意思,打扰了｡ Excuse me. 我感到十分的抱歉｡ I’m awfully sorry. 先生,您能再说一次吗? I beg your pardon, sir. (不得不打扰客人时)不好意思,打扰了｡ Excuse me for interrupting. 不好意思,打扰了｡ Sorry to have bothered you. I’m very sorry. There could have been a mistake. I do apologize. 非常抱歉,肯定是出错了｡真的对不起｡ 对不起｡您能原谅我吗? I’m sorry. Would you excuse me, please? 对不起,我得接个电话｡ I’m sorry. I’m being called. 很抱歉,让您等了我这么久｡ I’m sorry to have kept you waiting, sir. 很抱歉｡酒店已经客满了｡ I’m sorry. The house/restaurant is fully booked. I’m sorry. We have run out of... 我感到十分抱歉｡我们把……都用完了｡

  7. II Answer for Apology 对道歉的回答 III Comfort 表示安慰 Useful Drills 没关系｡ ★That’s all right. 没关系｡ ★It doesn’t matter. 夫人,别担心｡我们会调查的｡ Don’t worry, Madam. We’ll see to it. 我会调查这件事的｡ I’ll look into the matter. 我会跟您在一起的｡ I’ll be with you in a moment. 先生,时间充足,请您慢慢来｡ There is no hurry, sir. Take your time. 先生,不会花您太多时间的｡ It won’t be too long, sir. 夫人,不用急,请您慢慢来｡ Please take your time, Madam. We’ll let you know as soon as there is any available. 如果真的还有空房,我们会尽快通知您｡ 我将向我的经理汇报这件事｡ I’ll report it to my manager.

  8. 赔偿损失(Pay for Damage) Tips 酒店中的醉客经常发生问题,而其处理因人而异,有时非常困难,一般应视醉客之情绪,适时劝导,令其安静｡部分醉客会大吵大闹或破坏家具,遇人就打,有些还会随地乱吐或不省人事等,应按其情节之轻重,因人而异分别处理｡要留意观察,因醉酒而大吵大闹的客人在其不影响其他客人的情况下一般不予干涉｡如造成物品损坏的,应做好记录,等客人酒醒后按规定要求其赔偿｡

  9. Exercise I: Complete the following dialogue according to the Chinesein brakets and then read it in roles. Exercises J=Jane (Housekeeper ) S=Stephen Nobel (Guest) J: Housekeeping. How can I help you? S: I’m phoning to report I’ve lost a bag. J: (真抱歉｡先生,请问您贵姓及房间号码?) S: It’s Stephen Nobel in Room 2608. J: (我们检查一下您的房间,行吗?) S: No, I don’t think it’s necessary. I’ve already search it inside out. J: (请您详细描述一下您的包,好吗?)I’ll keep a record. S: Yes, of course. It’s a dark blue, medium-sized canvas bag. I’m sorry to hear that. May I have your name and room number, sir? ________________________________________________________________ ___________________________ May we check your room? ______________________________________ Could you describe your bag in detail?

  10. Exercise I: Complete the following dialogue according to the Chinesein brakets and then read it in roles. Exercises J: (里面有什么东西?) S: A camera, two books, a mobile phone, and notes taken on higher education in China. J: (您是何时何地最先发现丢了包的?) Mr. Nobel? S: After lunch in the Souvenir Shop. J: When will you be checking out, Mr. Nobel? S: Tomorrow morning. J: (我们会在尽可能短的时间内找到您的东西的｡) S: Thank you. _______________ What’s inside? When and where did you first find your bag missing, ____________________________________________________ ____________________________________________________ We’ll do our best to find it in the shortest possible time.

  11. Exercises II: Make up a dialogue based on the following situation and role-play it to the class. 任务准备和实施 住在2608房的诺贝尔先生打电话给客房部经理简,告知他的孩子在捉迷藏(play hide-and-seek)时损坏了卫生间的电话及浴帘(shower curtain),并同意按照规定赔偿损失｡经理简叫他不要担心,答应马上派人来修理｡

  12. 任务参考答案 Emergency Service 紧急服务 J=Jane (Housemaid ) S=Stephen Nobel (Guest) A: guest, Ms. Nobel, gets sick. Her husband, Mr. Nobel, talks to the housemaid about her symptoms and asks for some medicine. S: My wife has a stomachache. J: I’m sorry to hear that. What can I do for you? Shall we send her to the hospital? S: No, I don’t think it is that serious, at least now. Can you get her some medicine? J: Certainly. I’ll be back in a few minutes. (A few minutes later, the housemaid comes up with medicine, and knocks at the door.)

  13. S: Come in, please. J: Here are three kinds of simple medicines for stomachaches. Would you like me to read the instructions to you. S: I can do it myself, thank you. (Then, at mid-night.) J: Hello, Housekeeping Department. S: Hello, it’s Stephen Nobel in Room 2608. J: Is Ms. Nobel getting any better? S: No, she is getting worse. She has a temperature and keeps vomiting as well. I think we’d better send her to the hospital for a general check-up. J: How terrible, But don’t worry. I’ll ring the hospital right now and go up after I get the car ready.

  14. 任务实施参考答案 The Smoke Detector is Flashing 烟雾探测器在闪烁 J=Jane (Housekeeper) S=Stephen Nobel (Guest) J: Housekeeping. May I come in? S: Yes, what’s the matter? J: Your smoke detector is flashing, sir. Is there anything burning in your room? S: No, I’ve been smoking a cigar. That’s all. J: May I check your room, sir? S: Sure, go ahead. J: Thank you very much. I’m very sorry to have disturbed you. S: Oh, that’s all right.

  15. Thank You !

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