Chapter 17 Laundry Service
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 • Context: A guest wants to have her laundry done. She • calls the housekeeping to ask about this service, • Pre-listening questions: • What are the laundry service hours ? • What is the guest worried about ? Guest: Hello. Is this Housekeeping? Staff: Yes. Sherry speaking. How may I help you?
Guest: Yes. I’m from Room 1106. I have a silk dress and a jacket 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.
Guest: You’re sure? That’s fine. And the lining of this jacket migh 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 laundry now? Staff: Sure, madam. A valet worker will be up in your room in a minutes Guest: Thank you. Staff: You are welcome.
Dialogue 2 Offering Express Laundry Service • Context: A guest is calling the Laundry Center and wants to • have his clothes cleaned immediately • Pre-listening questions: • Is express service more expensive? What is the charge? • Why does the guest wish the sweater to be washed by • hand in cold water?
Staff: Laundry center. How may I help you? 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 right away. 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 you like. Guest: That’s great. How do you charge for it?
Staff: There is a 50% extra charge, but only takes you four hours Guest: Very good. I’ll have the express service then. Staff: May I send someone right up to pick up your laundry now, Mr. Smith? 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 something.
Staff: Anything else I can do for you? 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!
Dialogue 3 Handing Laundry Damages • Context: A guest is calling the Laundry Center complaining about her damaged clothes. • Pre-listening questions: • What does the guest complain about? • 2) How will the guest be refunded according to the hotel regulations?
Staff: Good afternoon, this is the Laundry Center, How may 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 burnt. Staff: I’m sorry you didn’t enjoy our usual good service. In such a case, the hotel should certainly pay for the damage.
Guest: How will I be refunded?. Staff: According to the hotel policies, we pay an indemnity no more than 10 times the laundry charge. I hope you can understand us. 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 the regulation. Guest: Should there be something RMB1,000?. Staff: If you insist on that amount, I’ll get the manager to talk to you. Guest: I hope so.. Staff: I’ll do my best to help you, madam. Please wait for a moment. See you later.
Dialogue 4 Picking up the Guest’s Laundry • Context: A laundry worker comes to a guest’s room to pick up laundry. • Pre-listening questions: • What is the laundry worker’s reply when she is asked to remove the stain? • Does the laundry worker agree to sew on a new button for the guest?
Staff: Laundry person. May I come in? 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- cleaned.
Staff: Yes. Please mark them down on the laundry list. 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 washing. 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.
Guest: That’s OK. By the way, do you have mending service? 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.
Vocabulary Study Laundry n. Housekeeper n. Housekeeping n. Housekeep v. Silk dress Contain v. Stationery n. Folder n. Color-fast Run v. 洗衣店，洗衣房；洗衣；送洗衣物 客房管理员 客房部 客房管理 真丝裙 包含，包括 文具 小册子 不褪色的 掉色
Dry-clean v. Lining n. Unstitch v. Tear v. Further adj. Three-piece suit Sweater Express adj. Express laundry service Extra adj. 干洗 （衣服的）衬里 脱线 撕裂 进一步的 三件套西装 羊毛衫 快速的 快洗服务 额外的
收费 取（衣物） 缩水 否则 损坏，损伤 投诉，抱怨 政策，规定 退款 赔偿 补偿 Charge n.&v. Pick up Shrink v. Otherwise Damage n. &v. Complaint n. Policy Refund v. Indemnity n. Compensation n.
Compensate v. Convenience n. Convenient adj. Fill out/in Vest n. Iron v. Soft soap Fade v. Spill v. Vinegar 补偿，赔偿 方便 方便的，便利的 填写 背心 熨烫 液体或半液体肥皂 褪色 溅，泼 醋
Remove v. Mend Sock Darn v. Button Missing Valet Valet service Deliver 除去 缝补 短袜 织补 纽扣 缺少的 熨烫工 洗烫服务 发送
Exercise 1: Match the expressions on the left with the best meaning on the right. • -----laundry a. the supervisor of the Housekeeping • Department • 2----express b. something, such as money given or • received as payment or reparation, as • for a service or loss • 3. -----housekeeper c. clothes to be laundered • 4. -----shrink d. going, sent quickly/sent out with or • moving at high speed • 5. -----compensation e ,make or become less, smaller
Exercise 2: Complete the following with words or expressions from the dialogues. • Would you please send someone to p-----my laundry, please? • Please tell us or notify in the list whether you need your clothes i-----, w-----, d-----or mended and also what time you want to get them back. • I wonder if your hotel has a p-----on dealing with it.
4. We will d----- it to your room by 10:00p.m.the same day. 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.
1. Functional Sentences 客衣收取 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.
Please tell us or notify in the list whether you need your clothes ironed, washed, dry-cleaned and also what time you want to get them back. • What time you want to get them back. • Please don’t forget to fill in the laundry form; otherwise our list must be accepted as correct.
客人询问洗衣时间 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.
向客人建议快洗服务 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%
客人询问洗衣收费 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
客人担心送洗衣服受损时（褪色，缩水，脱线）客人担心送洗衣服受损时（褪色，缩水，脱线） 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. 客人要求清洗污点 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.
无法满足客人需求 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. 客衣受损. I’m sorry-------- To have caused you so much trouble, madam
for all the inconvenience, madam. I’ll bring it back to the laundry, sir. We do apologize for causing you so much. Inconvenience, madam. 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
客衣送回 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
2. Answer the following questions • What should you say when you answer a telephone call? • What should you say when you pick up the laundry? • How would you suggest express service to a guest who is in a hurry? • What should the room maid say to a guest when the laundry is taken back? • When a guest asks to send someone to fetch his/her laundry, what would you answer?
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?
Exercise 1: Listen to the short dialogues. Fill in the blanks. Then practice with your partner. Dialogue 1 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..
Dialogue 2 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. Dialogue 3 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.
Dialogue 4 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.
Dialogue 5 Guest: Will you have the laundry done today? Staff: I’m afraid it’s too late-------, sir. We can deliver it tomorrow around 6:00p.m. 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. Dialogue 6 Staff: Housekeeping.----------------------? Guest: Yes, I sent a sweater to the laundry but it came back badly shrunk. 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.
Exercise 2: Listen and fill in the missing information. Why call:___________________ 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:__________
Exercise 3:Listen and fill in the blanks. Staff: Housekeeping, what can I do for you? Guest: Could you _____for my laundry, please? Room 604, Mrs. bell 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 washing. 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?
Staff: we charge _____for express, but it only takes 4hours. Guest: And for same-day, will I get dress and jacket back this evening? Staff :Yes madam. ________will be made by 6:00p.m. Guest: I’ll have express then.