飯店情景英語(yǔ)（第二版）課件：Making Up Room 收拾客房

MajorContents客房部MakingUpRoom收拾客房???Howtomakeuprooms？I.Leading-inBACKNEXT客房部Howtomakeuprooms？Makinguproomsisthemajordutyofroomattendants.Theyareusuallywomenemployeesandarethusalsocalledroommaidsorchambermaids.Generallyspeaking,thisserviceisof3types:cleaningroom,makingbed,turn-downservice.I.Leading-inPREV.NEXT客房部Howtomakeuprooms？Tobemorespecific,itincludesdustingfurniture,cleaningfloor,tidyingbathroom,vacuumingcarpet,changingsanitarywares,makingbed,supplyingnecessarysupplementarythingsanditemsrequiredbyguests,fillinginallthecheckingrecords,reportingthelostanddamagedtothefloorchief.I.Leading-inPREV.BACK客房部收拾客房服務(wù)程序II.WorkingProcedureBACKNEXT客房部II.WorkingProcedurePREV.NEXT客房部1.進(jìn)入客房前應(yīng)征求客人的允許。Housekeeping,mayIcomein?客房部，可以進(jìn)來(lái)嗎?I’msorrytodisturbyou.MayIcomeintocleantheroom?抱歉打擾您了，我可以進(jìn)來(lái)打掃房間嗎?II.WorkingProcedurePREV.NEXT2.詢問(wèn)客人何時(shí)可以打掃房間。ShallIcomebacklater,Madam/Sir?女士/先生，我過(guò)一會(huì)兒再來(lái)好嗎?Whendoyouthinkwouldbeconvenientforyou?您認(rèn)為什么時(shí)候方便?Whenwouldyoulikemetocomeback?您認(rèn)為我什么時(shí)候再來(lái)合適?客房部II.WorkingProcedurePREV.NEXT客房部3.打掃房間時(shí)請(qǐng)求客人的配合。MayIcleantheroomnow?/MayIbeginmyjob?現(xiàn)在我可以打掃房間了嗎？/我可以開(kāi)始工作了嗎?Iamverysorryfortheinconvenience.給您帶來(lái)不便，真是抱歉。Iwillfinishmyjobinabout....我會(huì)在××(時(shí)間)后完成工作。MayIusethevacuumcleaner?我可以使用吸塵器嗎?II.WorkingProcedurePREV.NEXT客房部MayImoveyourthingstothedesksothatIcantidyitup?我可以把您的東西移到桌上以方便我打掃嗎?MayImoveyourthingsinthebathroomsothatIcanwashit?我可以移走您在浴室里的東西以方便我清洗嗎?MayImoveyourclothesonthebedsothatIcanmakeit?我可以移走您在床上的衣物以方便我鋪床嗎?II.WorkingProcedurePREV.BACK客房部4.打掃完客房后詢問(wèn)客人是否有其他要求。Excuseme,Sir.I’vefinishedmyjob.IsthereanythingelsethatIcandoforyou?先生,我已經(jīng)完成工作了。還有別的什么事我可以為您效勞嗎?Ifyouneedanyhelp,pleasejustcallme.Enjoyyourstayinourhotel!如果您需要我的幫助，請(qǐng)給我打電話。祝您住店愉快！(RM:RoomMaidG:Guest)RM:Housekeeping,mayIcomein?G:Sorry.I’monaphone.RM:ShallIcomebacklater?G:OK,howabouttenminuteslater?RM:OK,noproblem.III.DialoguesBACKNEXTDialogue1BeforeEnteringtheRoom客房部(Floorattendantisknockingatthedoorbeforesheenterstheroom.)(Tenminuteslater.)RM:MayIcomein,Sir?G:Yes,comeinplease.RM:MayIcleanyourroomnow?G:OK,goahead,please.Bytheway,howlongwillittaketofinishyourjob?RM:Inabouthalfanhour.III.DialoguesPREV.NEXT客房部(RM:RoomMaidG:Guest)RM:Excuseme,Sir.MayIcleantheroomnow?G:OK,noproblem.Goahead,please.RM:MayImoveyourthingsinthebathroomandclothesonthebed?G:OK,please.(Aboutfifteenminuteslater.)RM:Sir,myjobisdone.I’msorryfortheinconvenience.G:Allright.Itdoesn’tmatter.RM:IsthereanythingelseIcandoforyou?III.DialoguesPREV.NEXTDialogue2CleaningtheRoom客房部III.DialoguesPREV.BACKG:Yeah.Ineedthreemorebottlesof7-upintherefrigerator.Wouldyoupleasegetthemforme?RM:OK,Iwillgetthemforyourightaway.(Aboutthreeminuteslater.)RM:Hereyouare,Sir.G:Thankyouverymuch.RM:It’smypleasure.Ifyouneedanyotherhelplater,justcallme.I’malwaysatyourservice.G:OK,thankyou.RM:Hopeyouenjoyyourstayinourhotel.Seeyou.客房部應(yīng)對(duì)措施1.當(dāng)你在打掃客房時(shí)，客人回來(lái)了，應(yīng)如何處理?

(1)看見(jiàn)客人回來(lái)，應(yīng)主動(dòng)向客人表示歉意，說(shuō)明自己正在打掃房間，并征詢客人是否可以繼續(xù)。Sir,sorryfortheinconvenience.ShallIgoonwithmyjoborshallIcomebacklater?先生，抱歉給您帶來(lái)不便。我可以繼續(xù)我的工作嗎？還是一會(huì)兒再回來(lái)?(2)在征得客人允許后才可繼續(xù)打掃，否則應(yīng)立即退出房間。IV.TipsforServiceBACKNEXT客房部3)在離開(kāi)時(shí)，應(yīng)禮貌地征詢客人何時(shí)可以繼續(xù)打掃或請(qǐng)客人在方便時(shí)通知自己，然后面對(duì)客人并隨手將門輕輕關(guān)上,退出房間。WhenshouldIcomeback?/Whenitisconvenientforyou,pleasecallme.我何時(shí)再回來(lái)?

/當(dāng)您方便時(shí)，請(qǐng)電話通知我。IV.TipsforServicePREV.NEXT客房部2.收拾客房時(shí)不小心損壞了客人的東西，怎么辦?(1)做客房衛(wèi)生時(shí)應(yīng)該小心謹(jǐn)慎，對(duì)客人放在臺(tái)面上的東西一般不移動(dòng)，有必要移動(dòng)時(shí)也要輕拿輕放，衛(wèi)生做完后應(yīng)將其放回原處。(2)如不小心損壞客人的物品，應(yīng)如實(shí)向上級(jí)反映，并主動(dòng)向客人賠禮道歉(如果物品貴重,應(yīng)有主管或經(jīng)理陪同)承認(rèn)自己的過(guò)失。

Iamreallysorryforthat.ItisallmymistakeandIwillcompensateforit.實(shí)在對(duì)不起,都是我的過(guò)錯(cuò)，我會(huì)做出賠償?shù)摹?3)如果客人要求賠償，則根據(jù)具體情況給予賠償。IV.TipsforServicePREV.NEXT客房部3.如果樓層服務(wù)員打掃客房時(shí)發(fā)現(xiàn)某些設(shè)施被損壞了，應(yīng)如何處理?

(1)若客人在場(chǎng),應(yīng)立即告知客人，婉轉(zhuǎn)地向其了解原因，并將此情況報(bào)告領(lǐng)班。Excuseme,Sir/Madam.××hasbeendamaged.MayIknowwhenitisso?先生/女士,××已經(jīng)被損壞了。能勞駕您告訴我它從什么時(shí)候開(kāi)始就成了這個(gè)樣子嗎?IV.TipsforServicePREV.NEXT客房部(2)如果是客人的責(zé)任，則禮貌地向其說(shuō)明酒店的賠償制度。

Sir/Madam,Iamafraiditshouldbecompensatedforaccordingtothehotel’sregulations.先生/女士，恐怕根據(jù)酒店的規(guī)章制度您得對(duì)它進(jìn)行賠償。IV.TipsforServicePREV.BACK客房部(3)在客人不承認(rèn)的情況下，同客房部賓客服務(wù)中心領(lǐng)班和樓層主管一起向客人作解釋、說(shuō)明工作。必要時(shí)可請(qǐng)大堂副理協(xié)助解決，避免飯店利益受損。Sir/Madam,wouldyoupleasecompensateforit?Otherwisewewillbeputintotrouble.先生/女士,請(qǐng)您對(duì)它進(jìn)行賠償，好嗎？否則我們就有麻煩了。(4)需求客人賠償時(shí)，可視實(shí)際情況酌情減免賠償費(fèi)用。IV.TipsforServicePREV.BACK客房部V.Words&ExpressionsBACKNEXTroomattendant客房服務(wù)員 vacuumn.真空vacuumcleaner真空吸塵器 turn-downservice做夜床inconveniencen.不便 convenientadj.方便的compensatev.賠償 makecompensation做出賠償客房部V.Words&ExpressionsPREV.BACK客房部VI.ExercisesBACKNEXT1.Matchthejobswiththestafflistedbelowandwritethelettersintheblanks.

客房部(RM:RoomMaidG:Guest)(Mr.andMrs.Blackaresittingintheroomwhenaroommaidknocksatthedoor.)RM:__________________________?G:Comeonin,please.RM:Goodevening,Mr.andMrs.Black._____________________________?G:OK,thankyou.Butyouseeweareexpectingaguestinaminute.CouldyoujusttidyupthebathroomandbringussomemoreCokesinthemini-bar?Turn-downServiceHousekeeping.MayIcomeinMayIdotheturn-downservicenowRM:__________________________________________________________.(Tenminuteslater.)RM:MayIcomein,Sir?G:Yes,please.RM:Hereare_____________________________________.______________________________?G:OK,goahead,please.RM:It’s