Lesson Three　Laundry Service

Objectives

To help the students master useful expressions and sentences about laundry service.

To help the students familiar with the types and procedure of laundry service.

To help the students make some dialogues about laundry service.

Warming Up

1. Look at the following pictures and fill in the blanks according to the corresponding description.

　　　　　　 service is very important and necessary in hotel because all hotels should provide clean linen for its guests and many upscale hotels also help clean guests’ clothes.

Usually the 　　　　　　 pick up the guests’clothes, send the clothes to laundry and deliver them back to guests. Some hotels especially set up laundry department responsible for laundry service.

Dialogues

Key sentences:

Housekeeping. Have you got any laundry?

Have you filled out the laundry list?

Is there anything special you need to do for any of these items?

We usually collect laundry before 9:00 a.m. and deliver it back by 8:00 p.m. But now it’s already 1:00 p.m. I’ m afraid it’s too late for today’s laundry.

Would you tell me how much your dress?

Pre-questions:

1. Have you ever used the laundry service in hotel?

2. Do you know which department is responsible for laundry service?

3. Do you know how to provide laundry service for guests?

Dialogue 1

Room Attendant:　Housekeeping. Have you got any laundry?

Guest:　 　　 　Yes. Here are my dress and my husband’s shirt. I have put them in the laundry bag.

Room Attendant:　Great. Have you filled out the laundry list?

Guest:　 　　 　Yes. Here it is.

Room Attendant:　Perfect. Is there anything special you need to do for any of these items?

Guest:　 　　 　Please dry clean and iron the dress and shirt. There are a few stains on the dress’s collar. Please clean them up.

Room Attendant:　Oaky, I noticed them. We will try our best to remove the stain, but we can’t guarantee the result.

Guest:　 　　 　By the way, a button came off my husband’s shirt. Could you have a new one sewn for me?

Room Attendant:　Yes. But I’ m afraid the new one is not exactly the same as the others.

Guest:　 　　 　Never mind. It doesn’t matter.

Room Attendant:　Is that all, madam?

Guest:　 　　 　Yes. That’s all.

Room Attendant:　Okay, please sign the laundry list here. Excellent, here is your copy. I will have this cleaned, pressed and delivered by tomorrow evening.

Guest:　 　　 　Great. Thank you.

Room Attendant:　You are welcome. Good-bye. Have a nice day.

Dialogue 2

Front Desk Staff:　　Good afternoon, Madam. How may I help you?

Guest:　 　　 　Good afternoon. I want to have my coat and scarf washed right now.

Front Desk Staff:　　We usually collect laundry before 11:00 a.m. and deliver it back by 6:00 p.m. But now it’s already 1:00 p.m. I’ m afraid it’s too late for today’s laundry.

Guest:　 　　 　But I need it this evening.

Front Desk Staff:　　Don’t worry. We provide three-hour express service, but there is an extra charge of 50%.

Guest:　 　　 　Great. I will have the express service.

Front Desk Staff:　　All right. I will send a valet to your room to pick up your laundry soon.

Guest:　 　　 　Okay. By the way, my scarf is silk. Please wash it by hand in cold water. It might shrink otherwise.

Front Desk Staff:　　Please write your request in the laundry list. We will be careful with it. Anything else?

Guest:　 　　 　No, thank you vey much.

Front Desk Staff:　　It’s my pleasure. We are always at your service.

Dialogue 3

Room Attendant:　Laundry service. May I come in?

Guest:　 　　 　Yes, please.

Room Attendant:　Here is your laundry, Mrs. Black. Please have a check.

Guest:　 　　 　Ok. Look at my dress. It’s badly shrunk. You see there is a hole.

Room Attendant:　I’ m awfully sorry, Mr. Black. I’ ll bring it back to the laundry department right away. The laundry will pay for the damage. Would you tell me how much your dress?

Guest:　 　　 　About 400$.

Room Attendant:　Could you give us the receipt? We will refund the cost of the laundry and the new dress.

Guest:　 　　 　I bought it last year. I can’t find the receipt.

Room Attendant:　Could you buy a new one here and give us the receipt?

Guest:　 　　 　Okay.

Room Attendant:　Would you please fill in this form? I do apologize for causing you so much inconvenience.

Vocabulary

Useful Expressions

1. Housekeeping. Have you got any laundry?

客房部，你有衣服要洗吗？

2. Have you filled out the laundry list?

你填好了洗衣单？

3. Is there anything special you need to do for any of these items?

这些衣服有什么需要特别处理的吗？

4. Please dry clean and iron the dress and shirt.

请干洗并熨烫大衣和衬衫。

5. There are a few spots on the dress’s collar. Please clean them up.

在礼服的领子上有几个斑点。请清理。

6. By the way, a button came off my husband’s shirt. Could you have a new one sewn for me?

顺便说一下，我丈夫的衬衫上有一个扣子掉了。你能帮我缝一枚新的吗？

7. But I’ m afraid the new one is not exactly the same as the others.

但我恐怕新的与原来的并不完全一样。

8. I will have this cleaned, pressed and delivered by tomorrow evening.

我会清洁、熨烫，并于明晚送到您的房间。

9. We usually collect laundry before 9:00 a.m. and deliver it back by 8:00 p.m.

我们通常在9:00之前收洗衣服。然后在晚上8点前把它送回客人房间。

10. We provide three-hour express service, but there is an extra charge of 50%.

我们提供三个小时的快洗服务，但额外收费是50%。

11. Please write your request in the laundry list. We will be careful with it.

请把你的要求写在洗衣单上。我们会小心的。

12. By the way, my scarf is silk. Please wash it by hand in cold water. It might shrink otherwise.

顺便说一下，我的围巾是丝绸。请用冷水手洗。否则，它可能会缩水。

13. It’s my pleasure. We are always at your service.

这是我的荣幸。我们随时为您服务。

14. Here is your laundry, Mrs. Black. Please have a check.

这是你的衣服，布莱克夫人。请检查。

15. I’ ll bring it back to the laundry department right away. The laundry will pay for the damage.

我马上把它送回洗衣部。洗衣部会赔偿损失。

Exercises

1. Questions and Answers

(1) What types of laundry service do you know?

(2) Whose job is to collect laundry in a hotel?

(3) When a guest lost some laundry, what should you do?

2. Match the words or expressions in Column A with their Chinese equivalents in Column B.

3. Complete the following dialogue according to the Chinese in brackets.

( RA: Room attendant G: Guest )

RA: 　　　　　　　　　　　（客房部） . Can I help you?

G: 　　　　　　　　　　　（我有一件衣服要洗） . I split some coffee on it and I need to wear it this evening.

RA: It’s afternoon now. I suggest you to use express service. We can have it dry cleaned and 　　　　　　　　　　　（三小时后给您送回） .

G: Okay, we will not leave until 6:00 p.m. 　　　　　　　　　　　（快洗费是多少）?

RA: We charge 40% more. There is a price list in your drawer and you can have a look.

G: Thank you. By the way, 　　　　　　　　　　　　（你们有熨烫服务吗）?

RA: Yes, we have. Is there anything else I can do for you?

G: No, thanks.

RA: 　　　　　　　　　　　（请填一下您抽屉里的洗衣单） . I will send a room attendant to pick up your clothes.

G: All right. Thank you

RA: You are welcome. Goodbye.

4. Read the passage and decide if the statements are true (T) or false (F).

Most hotel laundries that provide personal service will offer three categories of service:“next-day”“same-day” and“express”service. Next-day service means the guest’s laundry or mending request will be completed by the following day. With same-day service, the guest’s order will be completed the same day it is received by the Laundry Service department. Both of these services usually require the guest to turn-in their order by a specific time to ensure prompt delivery. The last category, express service, is required when the guest is in a hurry. Express service means the guest will receive his garments within a couple hours. The laundry attendant should be able to give the guest a firm time for delivery, and it will vary depending on how busy the laundry is that particular day. The charge for all three of these categories of service will vary, with express service being the most costly.

Exercises:

(1) Most hotel laundries offer only offer next day and same day service. (　　)

(2) Same-day service means the guest’s laundry or mending request will be completed by the same day. (　　)

(3) When the guest is in a hurry, he/she can use the express service. (　　)

(4) Same-day service is more expensive than express service. (　　)

(5) Express service is the fastest among these three services. (　　)

Challenges and Solutions

1. How do you provide laundry service to guests?

Solutions:

2. What should attendants confirm when they collect clothes?

Solutions:

3. When you collect guest’s clothes, how to deal with DND room?

Solutions:

4. When you collect guest’s clothes, if the guest is not in the room,what should you do?

Solutions:

5. What should you do if the guest gets the wrong clean laundry delivered to his room?

Solutions:

6. What should you do when you find a guest’s clothes is damaged?

Solution:

7. What should you say if a guest asks the attendant to remove stain on his clothes?

Solutions: