Chapter 17. Laundry Service. Laundry service. Laundry service cart. Ironing Service. Laundry Bag. Laundry List. Part I Dialogues Part II Vocabulary Study Part III Listening and Speaking Part IV Practical Writing Part V Feature Reading. Dialogue 1 Explaining Laundry Service Hours.
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Guest: Hello. Is this Housekeeping?
Staff: Yes. Sherry speaking. How may I help you?
for the laundry. What time do you pick up laundry?
Staff: Sure, madam. Laundry iscollected from 7:00a.m.though
9:30, and it will be returned to your room by 8:00p.m.the
same day. Articles collected before 2:00p.m.will be
returned by 2:00p.m.the next day.
Guest: I see. And what are the rates?
Staff: The laundry rates are in the stationery folder. Madam.
Guest: Good, but I don’t think the silk dress is color-fast.
Will the color run in the wash?
Staff: You may have it dry-cleaned. Then the color won’t run.
t tear over further while washing.
Staff: Don’t worry, madam. We’ll sew it on before the washing.
Please don’t forget to fill in the laundry form otherwise the
hotel’s count shall be considered correct.
Guest: All right, I see. Would you please send someone up for my
Staff: Sure, madam. A valet worker will be up in your room in a
Guest: Thank you.
Staff: You are welcome.
Guest: Yes, this is Mr. Smith in Room 1208. I have a three-piece
suit to be dry-cleaned and a sweater to be washed
Staff: We usually pick laundry before 9:30a.m. Now it is 12:00
noon. I’m afraid your laundry can’t be returned today.
Guest: But I need to wear it to attend a party this evening.
Staff: Don’t worry ,Mr. Smith. Our express service is available if
Guest: That’s great. How do you charge for it?
Guest: Very good. I’ll have the express service then.
Staff: May I send someone right up to pick up your laundry now,
Guest: Yes, but I couldn’t find my laundry bag.
Staff: Did you look in the top drawer ,Mr. Smith?
Guest: Yes, nothing there.
Staff: Don’t worry. Mr. Smith. The valet worker will be up with an
extra laundry bag.
Guest: That’s very kind of you. Just a moment, I nearly forgot
Guest: Please wash the sweater by hand in cold water,
or it might shrink.
Staff: By hand in cold water, I have taken note of it.
Guest: Thank you .You are most helpful.
Staff: My pleasure. We are glad to be of help, Mr. Smith.
Have a good day!
I help you?
Guest: Yes, I’m Mrs. Carter in Room 1206,I just received my
laundry and I had a lot of complaints.
Staff: What is the problem, madam?
Guest: First, I sent a sweater to the laundry but it’s come back
badly shrunk. You must have washed it in very hot
water. And I also send a silk dress which was a little bit
Staff: I’m sorry you didn’t enjoy our usual good service. In such
a case, the hotel should certainly pay for the damage.
Staff: According to the hotel policies, we pay an indemnity no
more than 10 times the laundry charge. I hope you can
Guest: What’s the laundry charge, then?
Staff: A total of RMB60.
Guest: RMB60?It means I can only get RMB600 for
compensation. That’s unfair.
Staff: We do apologize for all the inconvenience, madam. But it is
Guest: Should there be something RMB1,000?.
Staff: If you insist on that amount, I’ll get the manager to talk to
Guest: I hope so..
Staff: I’ll do my best to help you, madam. Please wait for a
moment. See you later.
Guest: Yes, please.
Staff: Good morning, sir. You said you have some laundry.
And I’m here to pick it up.
Guest: Yes, exactly.
Staff: Would you please fill out the laundry form, sir?
Guest: OK. I want this suit and vest pressed and the tie dry-
Guest: The silk shirt must be washed by hand in cold water.
Please use soft soap only; otherwise, the color will fade.
Staff: By hand in cold water, soft soap. I understand, sir.
Guest: There’s also a stain on this shirt. I’d like it removed before
Staff: What kind of stain is it, sir?
Guest: I spilled some vinegar on it.
Staff: We’ll do our best to remove the stain but we cannot
guarantee the outcome, sir.
Staff: Yes, sir.
Guest: There is a hole on the sock. It needs darning. And the
shirt has one button missing. Please sew it on.
Staff: I’m afraid we cannot mend a hole. But we’ll sew on a new
button for you.
Guest: That is all right. What time can I have them returned?
Staff: We will deliver them to your room by 8:00p.m.
Guest: Very good. Thank you.
Staff: You are welcome.
Express laundry service
Damage n. &v.
Match the expressions on the left with the best meaning
on the right.
Complete the following with words or expressions
from the dialogues.
5. I wonder if you have e----- in the house because I’m going to a party this evening, And also I’d like this sweater to be washed by hand in cold water. It might s----- otherwise.
Any laundry today, madam?
Excuse me, sir. Have you any laundry?
Housekeeping, may I come in?
The laundrywoman will come to collect your laundry.
Could you fill out the laundry form, sir?
Is this for pressing only, sir?
If you have any laundry, please leave it the laundry bag behind the bathroom door.
If the laundry is received before 9:30p.m., it will be delivered to your room by 10:00p.m.the same day, sir.
And if we receive it before 4:00p.m., we’ll get it back to you by 12:00 noon, the next day.
If you are in a hurry, we have a four-hour express service.
For express service, the clothes will be back within 4 hours.
We’ll deliver it within 4 hours at 50% extra charge.
We also provide express service, but it will cost 50%more.
WE have express service , but there is an extra charge of 50%
It’s on the laundry list, sir.
There’s a rate chart in the drawer of the writing desk, sir.
Please refer to your laundry list for further information, madam.
The rate chart is contained in the stationery folder, madam.I
Don’t worry, sir/madam-------
The laundry Center has wide experience in their work.
We’ll dry-clean the dress.
We’ll sew on a new one for you.
We’ll stitch it before washing.
A valet will be up in a few minutes, madam.
I’ll send someone immediately to pick up your laundry, sir.
A laundryman will be up to your room right away, madam.
I’m sorry, madam/sir;-------
But we don’t have the special equipment necessary.
We couldn’t remove the stain.
We can only do simple mending.
I’m afraid it’s too late for today’s laundry.
To have caused you so much trouble, madam
I’ll bring it back to the laundry, sir.
We do apologize for causing you so much.
We’re very sorry, sir. I’ll send someone immediately
In such a case, the hotel should certainly pay for it.
According to the hotel policies, we should par for it.
Damage, but the indemnity should not exceed 10 times the laundry charge. I hope you can understand us
Your laundry is back, sir. May I leave it on the bed?
I’ve brought your laundry. Is this yours, sir?
Your laundry is here ,madam. Please check it.
Here you are, sir. A pair of gloves, a T-shirt and a jacket
f. What would you say if a guest is too late for that day’s laundry?
g. What would you say if the laundry is damaged?
h. What would you answer if a guest asks you to remove a stain on his coat?
i. What would you say if you can not satisfy the guest’s request?
j. What would you say if a guest worries that his clothes might be damaged or fade or shrink while washing?
Staff: Housekeeping, may I help you?
Guest: Yes. I’d like to know about your laundry service hours.
Staff: If your laundry----before 10:00 a.m. we’ll deliver it to your room by 9:00p.m.------
Guest: Thank you..
Staff: Excuse me.--------? The laundry is here to collect it.
Guest: No, not now, thank you.
Staff: If you have any, please just leave it in----behind the bathroom door and tell us or notify in the list whether you need your clothes---,------or mended and also what time you want to get them back.
Guest: I see. Thank you.
Staff: Good morning, housekeeping-----?
Guest: Yes, some of my clothes need washing.
Staff: Please-------the laundry paper bag and fill our----The laundryman will come over to collect them
Guest: Thank you.
Guest: I have a silk coat. Could you take it for washing?
Staff:-----. Your name and-------------, please.
Guest: Mrs. Brown, Room114. Oh, wait a moment. I’d like to have it dry-cleaned.
Staff: No problem, -------------. Then the color won’t fade.
Guest: Will you have the laundry done today?
Staff: I’m afraid it’s too late-------, sir. We can deliver it tomorrow
Guest: Oh my dear. I’m going to a party at 4:00p.m.
Staff: But we have a -------. We will deliver it within 4 hours at a
30% extra charge.
Guest: Yes, I sent a sweater to the laundry but it came back
Staff: I’m very sorry for-------, madam. In such a case, the hotel
should certainly pay for it. But the indemnity shall not
exceed ten times the laundry.
Guest: I should hope so.
Name of the guest:___________ Room number:__________
Name of the articles to be laundered: 1_______ 2_________
Usual days for the laundry to be retuned:__________
Prices for express service:______ Hours for express service:_________
Time for all the deliveries retuned on same-day:__________
Staff: Housekeeping, what can I do for you?
Guest: Could you _____for my laundry, please? Room 604, Mrs.
Staff :Certainly, Mrs. Bell ._______ up in a few minutes. Guest: Good. I also have a silk dress which I don’t think is color-
fast. Will the color run in the wash?
Staff: ___________. Then the color won’t run.
Guest :You’re sure? Good !And the lining of my husband’s jacket
has come unstitched. It might tear over further while
Staff: Don’t worry, madam. We’ll________Guest: That’s fine.
Now, when can I have my laundry back?
Staff: Usually it takes about two days to have laundry done. But
__________ or same-day
Guest: What’s the difference in price?
Guest: And for same-day, will I get dress and jacket back
Staff :Yes madam. ________will be made by 6:00p.m.
Guest: I’ll have express then.
Guest: Hello. Is this Housekeeping?
Guest: Yes, could you tell me about your laundry service hour?
Staff: _________( 在您写字台的抽屉里有一张收费表 ） Guest: What are the rates?
Staff: _________（当然可以，先生．客房服务员马上就到） (a few minutes later, the housemaid comes up, and knocks at the doors0
Guest: Come in ,please
Staff: Good morning sir. I hear you’d like to get some clothes cleaned.
Guest: Yes ,I do.
Staff: ＿＿＿＿＿ （请您填写一下洗衣单，好吗？）
Staff: Certainly, sir.
Staff: Yes, sir.
Guest: There is a hole on the white shirt, it needs darning. And the blue shirt has one button missing. Please sew it on.
Staff: Yes, I’ve remembered.
I’m very sorry for my failure of keeping the appointment that we made last Sunday. I hate to done so, but I had no way out because my mother fell ill at that time and I had to send her to hospital and look after her. I hope you will understand me and excuse my absence.
1)I was terribly sorry to hear that my daughter had broken a beautiful glass at your house yesterday.
2)I hope you will excuse her for her carelessness.
3)I want to pay you its value.
4)I hope you will understand me and excuse my absence.
Exercise2:Translate the following into English.
1)If you want to have your clothes washed, what should you do?
2)Does the hotel take the risk of the laundry service? Why?
of the guest. We can not be responsible for shrinkage, ordinary wear and tear or anything in pockets of during cleaning/pressing. Our liability for either loss or damage will not exceed the amount of 10 times the pressing or dry-cleaning charge .In the event no specified list filled out, the” hotel count” should be accepted.
Customers need to feel they are in control of situation. And also, they need to feel they can make things come out their way and they are not being taken advantage of, manipulated or deceived.
2. Goals 目标
Customers need to feel that whatever they are doing is helping them nove toward their goals. Most of the things we do in life are in pursuit of some goals. We are constantly seeking those things that are important to us: things we feel will bring us happiness and satisfaction.
Customers like to feel good about them as they go about their daily lives. They like to think of themselves as doing the right things, that they are intelligent and competent, not foolish or silly. They like to interact with those who help them maintain their positive image of themselves.
One of a customer’s strongest drives involves a sense of fairness. They like to feel that in any service transaction, they are being treated fairly and appropriately when compared to others.
Customer want to feel good about those with whom they interact. They want to trust them and have confidence in them. They like service-givers to be friendly and warm so they as customer can enjoy a pleasant service transaction.
6. Understanding 理解
Customer always want to know what is happening and why, so they can understand what’s going on around them. In service-giving situations they get frustrated and angry when they can’t get the information
they want. They don’t like it when things are not explained to them so they can really understand what’s going on.
7. Security 安全
Customer have a strong need to feel safe and secure. They like predictable situation where they are familiar with everything and know what’s going to happen. That’s why they often hesitate to change service or products, or move to a new city. In service situations they get apprehensive when they think their safety or security is threatened.
Customer like to have the approval and acceptance of others. Praise and recognition by others is one of their most powerful motivator. From our first efforts as babies to gain the approval of our parents, we all spend a lot of time trying to get others to recognize us for our accomplishments.
9. Importance 被重视
All customer like to feel they are important and essential. In service-giving situations, they want service-givers to recognize their importance and ignore them or theat them as unimportant. They
like prompt, full attention and to have their time and activities given the proper consideration.
10. Appreciation 受到赞赏
Customer like to feel appreciated. Especially if they invest a large amount of time, energy or money in something. They want that effort to be appreciated by those benefit from it. In dealing with organizations they patronize, customer like to know their business is valued and appreciated, especially if they are regular customers.
11. Belonging 归属感
Customer like to identify with organizations. They belong to clubs, neighborhood groups and volunteer organizations. They like to feel they contribute to others
and that others contribute to them as members of the same group, they enjoy being identified as people who belong to a group. In service-giving situations, customers are often proud of their affiliation with an organization. They like the feeling of being a regular customer and “belonging” to that organization. Service-givers who recognize regular customers, greet them by name, and acknowledge their affiliation, help their customers satisfy that sense of belonging.
Customer have a strong need to feel they can trust and have confidence in service-givers and their organizations. This is especially true today because so many customer have been the victims of false advertising, broken promises and poor service.
( )1.Customers don’t like to be cheated or taken advantage of.
( )2.What customers do is to seek a goal that will bring them happiness and satisfaction.
( )3.In any service transaction, not all customer hope to be treated fairly and appropriately when compared to others.
( )4.It is unnecessary for service-givers to inform customers what is happening and why in case they should get angry and frustrated.
( )5.It is the service-givers’ duty to let every customer feel safe and secure.
( )6. Customers like to be praised, so every service-givers must do it every day.
( )7. As all customers want to be respected, regarded as important and essential, we mustn’t refuse them whatever they require.
( )8. Customers are often cheated, fooled by false advertisements, broken promises and poor services just because they tend to trust others and have confidence in service-givers and their organization.
3. The association convention present(s) the greatest potential for “no-show”.
4. Before accepting a reservation, it is necessary for the staff to check the room availability to avoid excessive overbooking.
5. A reservation form is an important document of reservation records.