1. 授課教師 ______ 指導 餐旅英文

2. 旅館服務 Chapter 10

3. 本章學習目標 ◆認識旅館內各樣的服務。 ◆處理顧客需求。

4. Part A C ： Good morning. This is Sammy speaking. How may I help you? G ： Good morning. This is Bill Brown from Room 1106. I'd like to order breakfast to my room. C ： Of course, Mr. Brown. What do you like to order? Conversation 對話

5. G ： I'd like an English breakfast, please. C ： Certainly. How would you like your eggs? G ： Scrambled eggs, please. C ： Sure. Would you care for anything else from room service?

6. G ： Oh, yes. I'd like to get a newspaper. C ： OK. Which newspaper do you like?

7. G ： Do you have the China Post? C ： Yes, we do. Is there anything else I can do for you? G ： No, I think that's all. C ： All right, sir. We'll have your breakfast and newspaper sent up right away. G ： Thank you very much.

8. Part B G ： Excuse me! C ： Yes, Ma'am. What can I do for you? G ： I am feeling terribly uncomfortable, and my body is aching all over. C ： That's too bad. Would you like to see a doctor?

9. G ： No, that's ok. I think it is caused by the trip yesterday. We walked for over 10 hours nonstop. I wonder if the hotel offers massage services. C ： Yes, we do. G ： Great! How much do you charge for one session? C ： We charge by the hour. It'll be NT$500 per hour.

10. G ： That sounds reasonable to me. Can you arrange one for me right now? C ： No problem. Would you prefer a masseur or a masseuse? G ： A masseuse, please. C ： All right, Ma'am. I'll make an arrangement right away. G ： Thank you very much.

11. 1. certainly [` s3tEnlI ] adv. 沒問題；當然 例： A ： May I borrow your pen? B ： Certainly. ( A ：可以借我你的筆嗎？ B ：沒問題。 ) Translation 翻譯

12. 2. scrambled [` skrAmbLd ] adj. 炒的（蛋） 例： Tony had scrambled eggs for his breakfast. ( Tony 早餐吃炒蛋。 ) ➤➤ scrambled eggs 炒蛋 ➤➤ poached eggs 水波蛋 ➤➤ sunny-side up 太陽蛋（只煎一面熟的荷包 蛋） ➤➤ boiled eggs 水煮蛋

13. ➤➤ fried eggs 煎蛋 ➤➤ omelet (=omelette) 歐姆蛋

14. 3. care for + N 想要 …… 例： Would you care for a cup of coffee? ( 想要來一杯咖啡嗎？） 4. uncomfortable [ Vn `k Vmf2tEbL ] adj. 不舒服的 例： I feel terribly uncomfortable after working for a whole day without a rest. ( 完全不休息地工作一整天後，我感到很不舒服 。 )

15. 5. ache [ ek ] vi. 疼痛 例： My feet are terribly aching after I have walked a long distance without taking a rest. ( 在我走了很長一段距離而沒有休息後，我的腳 非常酸痛。 )

16. 6. cause [ kCz ] vt. 導致 例： I am truly sorry for the inconvenience we caused. We'll make it up for you next time. ( 對於所造成的不便我深感抱歉。我們下次會好 好補償您。 ) 7. nonstop [ nan ` stap ] adv. 連續地；不停地 例： Sally was tired out after having stood over six hours nonstop on the train. (Sally 在火車上一連站六小時後感到筋疲力竭。 )

17. 8. massage [ mE `sa5] n.[C,U] 按摩 ❤❤ message [` mWsIG ] n.[C] 信息 9. reasonable [` riznEbL ] adj. （價錢）公道的；合 理的 例： The price you offer is quite reasonable to me. I accept your deal. ( 你們所開的價錢對我來說很合理。我接受你們 的條件。 )

18. 10. make an arrangement 做預約（安排） 例： A ： We'd like to have airport pickup service. B ： I'll make an arrangement for you. ( A ：我們想要機場接送的服務。 B ：我會幫您安排。 )

19. 1. This is … speaking 我是 ( 某某某 ) ➤➤ Hello. This is George speaking from Room 2206. ➤➤ Good morning. Room service. This is Tom speaking. How many I help you? ➤➤ Hello. Grand Hotel. This is Roy speaking. What can I do for you?

20. 2. I wonder if/whether … 我在想⋯⋯ ➤➤ I wonder if you have airport pickup service. ➤➤ I wonder whether my laundry has been done yet. ➤➤ I wonder if there is anything wrong with my air conditioner.

21. 3. That sounds … 聽起來⋯⋯ ➤➤ That sounds great. ➤➤ That sounds awful to me. ➤➤ That sounds wonderful.

22. Common Hotel Services 旅館常見的服務 room service 客房送餐服務

23. newspaper delivery 送報服務

24. luggage storage 行李存放處

25. laundry service 洗衣服務

26. bicycle rental 自行車出租

27. car rental 汽車租賃

28. massage 按摩 masseur [mA`s3] n.[C] 男按摩師 masseuse [mA`s3z] n.[C] 女按摩師

29. wake-up call 電話叫醒服務

30. shuttle bus 接駁車

31. airport pickup 機場接送

32. housekeeping service 客房服務

33. beauty salon 美容院

34. maintenance service 維修服務

35. message service 留言服務

36. fitness instructor 健身教練

37. Internet service 網路服務

38. health clinic 醫療診所

39. babysitting service 褓姆服務

40. Handling Guests' Requests 應付客戶的要求 Activity 1 Practice using the common expressions for handling guests' requests. Work with your partner. Take turns being a customer and a clerk.

41. Activity 2 Choose the best response to the requests. (**There is only one answer to each question.)