Unit 2 HousekeepingTopic 6 Maintenance Service in the Guest

Room (2 periods)

▲ Maintenance working

▲ Learning procedures:

• 1. Learning objectives• 2. Background information• 3. Discussion and facilities recognition• 4. Listening activities• 5. Notes• 6. In- class exercises• 7. Further development activities• 8. Assignment

▲ Learning objectives

• 1. Students are required to be familiar with the maintenance service in a hotel.

• 2. Students are required to know how to offer a good maintenance service.

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▲ Background information

• Hotel employees should appear organized and work as a team.

▲Background Information• Watch this video and read the following material and

then work out the main task of the maintenance department.

• hotel maintenance - Video.flv

• A plan to do maintenance work in the future is usually of two types and that is scheduled maintenance and preventive maintenance. Scheduled maintenance is that type of work that requires longer durations to complete, planning of manpower and tools and materials required, co-ordination with other trades and possibly outside contractors.

▲Background information

Maintaining the highest Standard of room

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▲ Discussion and Facilities Recognition

• Activities: • 1. Discuss some specific maintenance work in a hotel.

• 2. Look at the following pictures, and have a discussion with two in a pair. (★ Pictures).

• 3. Two or three groups are chosen to make a presentation about their discussion.

Facilities introduction

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▲ Listening activities

• 1. Listen & answer

Dialogue• 1) What is wrong with the toilet in Room 3103 and what is the

guest’ name?2) Is there any thing else to be repaired?

2. Oral practiceDialogue

• Listen to the dialogue again and repeat, paying attention to the fluency and tone of your voice.

Dialogue : There is something wrong with the toilet.

• G=Guest, A=hotel clerk A, B=hotel clerk B A： Housekeeping. What can I do for you?G： Yes, there seems to be something wrong with the toilet.A： I am sorry to hear that. We’ll have someone to fix it for you right away. What’s your room number, please?G： 3103A: 3103, Mr. Smith, am I right? Don’t worry. Our worker will arrive in a moment.G: Right, thank you.

(Three minutes later, there is a knock on the door.)B：May I come in?

Dialogue : There is something wrong with the toilet

• G： Come in．B： The toilet is not working well, is it, Mr. Smith?G： No, it isn’t. The toilet doesn’t flush.B： Let me see. Oh， it’s clogged…It’s all right now. You may try it.G： Yes, it’s working now. Thank you.B： You’re welcome. Anything else？G： The water tap drips all night long. I can hardly sleep.B： I’m very sorry, sir. Some part needs to be replaced. I will be back soon.

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▲ Notes

• 1. Words and Expression

2. Useful sentences1). There is a terrible smell in my bathroom.2). My toilet overflowed.3). My sink/ceiling is leaking.4). The picture is wobbly．

5). The air conditioner /refrigerator/heating system/TV…isn’t working.

Maintenance worker

• We are always at your best service.

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▲ In –class exercises

• 1.Make up a dialogue based on the given situation with your partner and act it out.

• G: You are a guest. You complain that the toilet bowl flushes.C: You are a hotel clerk. You get the necessary information and promise to have it fixed by a plumber in 5 minutes.

2. Presentation: What role do you think the Housekeeping Department plays in a hotel?

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▲ Further development activities

• 1. Have a discussion about how to offer quality service to guests.

• 2. Watch the video and make another situational dialogue with your partner.

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▲ Assignments

1. Report Have a discussion and work out a report about maintenance work in a hotel according to the following:

A: Your partner lists all kinds of possible facilities problems in a hotel. You try to work out ways to solve them.B: Give opinions about the work of the maintenance department of a hotel.

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