酒店英语Part 1: 夜床服务工作流程
Step 1: Prepare for turndown service
Gather all the necessary supplies, such as fresh towels, toiletries and complimentary items like chocolates or water, and have your cleaning cart ready.
Review the list of rooms that need turndown service.
Step 2: Knock and announce
Before entering the room, knock on the door and announce yourself. Example: ‘Housekeeping, turndown service.’ Wait for any response from the guest before entering.
Step 3: Lighting and temperature adjustment
Turn on soft lighting and adjust the temperature to create a comfortable atmosphere. Turn off all other lights and close the curtains or blinds.
Step 4: Bed preparation
Flatten and straighten the bed cover. Fold the bed cover down to reveal the sheets and plump up the pillows.
Step 5: Bathroom preparation
Fold fresh towels and place them in the bathroom. Refill any toiletries that are running low.
Step 6: Special touches
Leave a chocolate, card, or another complimentary item on the pillow or bedside table.
Tidy up the room by aligning the furniture and removing any rubbish.
Step 7: Final check
Look around the room for a final check. Everything should be clean, fresh, and inviting.
夜床服务工作流程
步骤1：准备整理服务
收集所有必要的用品，例如新鲜的毛巾、洗浴用品和免费赠品，比如巧克力或水，准备好清洁车。
查看需要整理服务的房间列表。
步骤2：敲门并宣布
进入房间之前，请敲门并宣布自己的身份。比如说： ‘清洁服务，整理服务。’在进入之前，等待客人的任何回应。
步骤3：灯光和温度调整
开启柔和的灯光，调整温度以营造舒适的环境。关闭所有其他的灯并拉上窗帘或百叶窗。
步骤4：床铺准备
摊平并整理床单。折叠床单，露出床铺，并整理好枕头。
步骤5：浴室准备
叠好新的毛巾并放置在浴室。补充任何快要用完的洗浴用品。
步骤6：特殊贴心服务
在枕头或床头柜上放置巧克力、卡片或其他赠品。
整理房间，通过调整家具和清理任何垃圾来让房间看起来整齐。
步骤7：最后检查
最后环视房间进行检查。每个角落应该都是干净、清新且引人入住的。
以上是如何执行整理服务的一般过程。请记住，具体的流程可能会因酒店的政策和标准操作程序的不同而略有差异。
Part 2: 情景对话
Angel: (Knocks on the door) Good evening, room service.
Mr. Wilson: Yes, who is it?
Angel: Good evening, Mr. Wilson. My name is Angel, I’m here to provide the turn down service. May I come in now?
Mr. Wilson: Oh, sure. Please come in.
(Angel enters the room and starts the turndown service.)
Angel: Mr. Wilson, I will be refreshing your bed linens, fixing the items in the bathroom, and tidying up the room. If there’s anything else you need, just let me know, okay?
(Mr. Wilson nods and Angel starts to work. After a while, she finishes up and turns to talk to Mr. Wilson.)
Angel: All done, Mr. Wilson. Your room is all set.
Mr. Wilson: Thank you so much, Angel. Here is a tip for your service. (Hands out $10.)
Angel: Mr. Wilson, I truly appreciate your generosity. However, our hotel policy does not permit us to accept any tips. If you want to help me, it would be great if you could write a complimentary letter about my service and email it to the hotel. I would really appreciate that.
Mr. Wilson: Oh, ok, I didn’t know that. I will surely write that letter for you.
Angel: Thank you, Mr. Wilson. I hope you have a great evening.
Angel: （敲门）晚上好，房间服务。
Mr. Wilson: 是，谁啊？
Angel: 晚上好，Mr. Wilson, 我叫Angel，我现在来做夜床服务。请问我现在可以进来吗？
Mr. Wilson: 哦，好的。请进。
(Angel进入房间，开始进行夜床服务。)
Angel: Mr. Wilson，我将为您更换床单，整理浴室物品，并收拾房间。如果您需要其他什么，请随时告诉我，好吗？
(Mr. Wilson点头，然后Angel开始工作。过一会儿，她完成工作后转向Mr. Wilson说话。)
Angel: 完成了，Mr. Wilson。您的房间已经准备好了。
Mr. Wilson: 非常感谢你，Angel。这是我给你的小费。（递出10美元。）
Angel: Mr. Wilson，我真心感激您的慷慨。但是，我们酒店的规定是不允许我们接受任何小费的。如果您想帮助我，写一封赞扬我的服务的信并通过电子邮件发送给酒店，我将非常感激。
Mr. Wilson: 哦，好的，我不知道这一点。我一定会为你写那封信的。
Angel: 谢谢您，Mr. Wilson。祝您有个愉快的夜晚。
Part 3: 基础词汇
| 单词 | 音标 | 中文意思 |
| turndown | /ˈtɜːrndaʊn/ | 夜床服务 |
| linens | /ˈlaɪnənz/ | 床单、床上用品 |
| bathroom | /ˈbæθrum/ | 浴室、卫生间 |
| tidy up | /ˈtaɪdi ʌp/ | 整理、收拾 |
| service | /ˈsɜːrvɪs/ | 服务、招待 |
| generous | /ˈdʒɛnərəs/ | 慷慨的、大方的 |
| tip | /tɪp/ | 小费 |
| policy | /ˈpɒləsi/ | 政策、规定 |
| accept | /əkˈsɛpt/ | 接受 |
| complimentary | /ˌkɒmplɪˈmɛntəri/ | 赞美的、赠送的 |
| letter | /ˈlɛtər/ | 信件、函 |
| /ˈiːmeɪl/ | 邮件、电子邮件 | |
| appreciate | /əˈpriːʃieɪt/ | 感激、赞赏 |
| evening | /ˈiːvnɪŋ/ | 晚上、傍晚 |
| refresh | /rɪˈfrɛʃ/ | 刷新、更新 |
| fix | /fɪks/ | 修理、整理 |
| set | /sɛt/ | 安置、摆放 |
| help | /hɛlp/ | 帮助、援助 |
| write | /raɪt/ | 写、书写 |
| policy | /ˈpɒləsi/ | 政策、规定 |
Part 4: 夜床服务 - 关键句型
以下是夜床服务情景对话中涉及到的几个常用句型，以及它们的中文意思、用法习惯和注意事项。
What can I do for you? - 我能为您做些什么？
这是一种常见的客套用语，用于向客人询问他们需要什么服务或帮助。在夜床服务中，服务员常用此句型向客人表达服务的主动性。
If you need anything, please let me know. - 如果您需要任何帮助，请告诉我。
这是一种常见的客套用语，用于向客人表达服务员随时准备提供帮助的意愿。在夜床服务中，服务员常用此句型让客人知道他们可以随时寻求额外的服务或提出特殊要求。
Is there anything else I can assist you with? - 还有其他我可以帮助您的事吗？
这是一种客套用语，用于向客人传达服务员提供协助的意愿。在夜床服务中，此句型常用于询问客人是否需要额外的服务、清理或其他请求。
Your room is ready now. - 您的房间已准备好了。
这句话表示夜床服务员已完成房间整理和准备工作，房间可供客人使用。在夜床服务结束时，服务员常用此句型告知客人他们的房间已经整理好。
I appreciate your generosity, but we are not allowed to accept tips. - 我感激您的慷慨，但是我们不接受小费。
这是一种礼貌和规定性的表达方式，用于向客人说明酒店不允许服务员接受小费。当客人试图给小费时，服务员常用此句型客套地拒绝，并提出其他方式客人可以表达满意度，如写信赞扬服务员。
If you would like to share your appreciation, you can write a letter praising my service and send it to the hotel via email. - 如果您愿意表达感激之情，您可以写一封赞扬我服务的信件，并通过电子邮件发送给酒店。
这句话提供了另一种客人表达满意度的方式，即通过写信夸奖服务员，并将信发送给酒店。在夜床服务结束时，服务员常用此句型向客人提供一个替代的感激方式。
Part 5: 课堂练习
What is Angel's job in the hotel?
a) Receptionist
b) Room attendant
c) Hotel manager
d) Bellman
What does Angel mention about the turndown service?
a) Refreshing the bed linens
b) Delivering room service meals
c) Assisting with check-out process
d) Providing transportation for guests
What does Angel suggest Mr. Wilson do instead of giving a tip?
a) Write a letter of complaint
b) Mention her service on social media
c) Pay with a credit card instead
d) Write a complimentary letter to the hotel
How does Mr. Wilson react to Angel's suggestion?
a) He refuses to write the letter.
b) He apologizes for not knowing the policy.
c) He insists on giving a tip regardless.
d) He asks for the hotel manager's contact information.
What is the purpose of this dialogue?
a) To inquire about room rates.
b) To request a wake-up call.
c) To apologize for a hotel error.
d) To discuss turndown service procedures and policies.
参考答案：
Answer: b) Room attendant
Answer: a) Refreshing the bed linens
Answer: d) Write a complimentary letter to the hotel
Answer: b) He apologizes for not knowing the policy
Answer: d) To discuss turndown service procedures and policies
声明：文章内容由龚老师创作，转载请注明来源。
