2. Teaching Objectives 1 2 3 To have a good command of oral English of miscellaneous services To know the procedures of miscellaneous services To know some terms on miscellaneous services

3. Basic Information

5. The guest should ask for baby-sitting service 3 hours in advance. The attendant should ask the time to take care of,the age and habits of child,and special requests clearly. Hotel can not provide baby-sitting service for children under 18 months. Basic Information Baby-sitting service

6. Basic Information

8. Lost and Found Ticket

9. I.Laundry service ask whether the guest needs laundry service or not. tell the place to leave the laundry. ask the guest to fill in the laundry list. tell where to get the laundry list tell the guest how to fill in the list (the number of the laundry, requests, time to get back) tell the guest the time to send it back. when sending the laundry back, ask the guest to check it. Service procedure

10. II. Morning call service Greeting Ask time to wake up extend wishes

11. How to Express Ⅰ. Laundry service 1. Excuse me ． Have you any laundry ？ 2. The laundry man is here to collect it ． 3. If you have any ， please just leave it in the laundry bag behind the bathroom door ． 4. Please tell us or notify in the list whether you need your clothes ironed ， washed ， dry-cleaned or mended and also what time you want to get them back ． 5. Could you send someone up for my laundry ， please ？ 6. Will the color run in the wash ？ 7. When can I have my laundry back ？ 8. But would you like express service or same-day ？ 9. What if there is any laundry damage ？ 10. In such a case ， the hotel should certainly pay for it ．

12. Ⅱ. Morning call 1. I wonder if your hotel has the morning call service ． 2. So I would like to request an early morning call ． 3. Would you like a morning call ？ 4. What kind of call would you like, by phone or by knocking at the door? 5. At what time do you want me to call you up, sir ？ 6. At 6 sharp tomorrow morning, please ． 7. Have a good sleep ． How to Express

13. Ⅲ. Shopping for guests 1. What kind of fruit do you prefer, apples or oranges? 2. How many of each? 3. Do you need some refreshments and drinks? 4. Do you need some fresh flowers? What kind of flowers would you like? 5. You need ……. Am I right? 6. I think 500 Yuan is enough? How to Express

14. Ⅳ.Baby-sitting service 1. Does the hotel have a baby-sitting service? 2. Our Housekeeping Department has a fine baby-sitting service. 3. There are some spare time baby-sitters directly under the Room Center. 4. They are all well-educated and dependable. 5. The baby-sitters are well trained and reliable. 6. We have a very good baby-sitting service 7. By the way, how do you charge?/How do you charge for the service? 8. It costs 10 Yuan an hour, for a minimum of 4 hours. 9. We will send you a confirmation form and you will get more details. 10. We will send the baby-sitting up at 12:30

15. Ⅴ. Lost and Found 1. Hello, is that the housekeeping department of the hotel? 2. I just checked out of room 322. 3. I’m sorry to hear that.would you coming with me to my office and tell me what exactly happened? 4. Could you describe your bag in detail? I'll keep a record. 5. Shall we check the room again? 6. Don’t worry. We’ll do our best to find it in the shortest possible time. 7. Could you fill out the Lost and Found Form 8. You need to sign your name on the Lost and Found Form. 9. We have checked out Lost and Found List, but I’m afraid your watch didn’t appear on it. How to Express

16. H = Housekeeper G = Guest H:Good morning. Housekeeping._____________________? G:Yes, I have some clothes to wash. ____________________________? Room 1603, Nancy Smith. H:Yes, madam. The housekeeper will come soon. (Several minutes later) H: Housekeeping. May I come in? G:Yes, I’d like to have these clothes sent to the laundry, please. H:Certainly, madam. ________________________________? Practical Operation 1 Fill in the blanks to make a dialogue.

17. G: No. Where is it? H: It’s in the drawer of the writing desk. G: Oh, I see. Could you wait a few more minutes? I’ll fill it out now. H: ___________________ G: Done. This blouse should be washed by hand in cold water or it might shrink, and I don’t think the silk dress is colorfast, so that you’d better dry-clean it. H: All right, madam. G: __________________________? H: Tomorrow afternoon around 4 o’clock. G: That’s fine. Thank you. H: You are welcome, madam. Practical Operation

18. Mr. Smith （ B ） asks the room attendant （ A ） how to have the morning call service ． B ： Will you do me a favor, Miss ？ A ： ______________, sir ． B ： This is my first visit to China. I wonder if your hotel has the morning call service ． A ： Yes ， sir ． Anyone who stays in our hotel can ask for the service. _______________________? B ： Yes ， I must get up earlier tomorrow ． I want to go to the Bund to enjoy the morning scenery there ． You know this is my first visit to Shanghai ． People say there is a marvelous view of a poetic yet bustling life at the Bund just at dawn ． A ： That's true ． ___________________________? Practical Operation

19. B: At 6 sharp tomorrow morning ， please ． A: ____________________________? B: By phone ． I don't want to disturb my neighbors ． A: Yes ， sir ． I'll tell the operator to call you up at 6 tomorrow morning ． Anything else I can do for you ？ B: No ． Thanks ． Good night ． A: Good night ， sir. Have a pleasant dream ．

20. Role play Situation 1: The guest will attend a party this evening. She asks the floor attendant about the babysitting service. You help her to solve the problem according to the hotel regulation. Practical Operation 2 Situation 2: A guest would like to have a copy of China Daily every day. He asks whether the clerk can buy him one. He also offers tips to the clerk.

21. Situation 4: Mr. Thomas who has just checked out is calling the hotel about his missing wallet. The room attendant comforts him at first,and then tells him to mail it as soon as possible. Role play Situation 3: Mr. Roger will have a meeting tomorrow, his wife asks attendant to have the suit dry-cleaned and asks for express service. At the same time she requests for morning call service. Practical Operation

22. Thank you for your attention!