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清華大學(xué)出版社現(xiàn)代酒店服務(wù)英語(yǔ)ServiceEnglishinModernHotel客房服務(wù)ChapterSixHousekeepingService
ServicePosition服務(wù)崗位TheHousekeepingDepartment(中文為客房部或房務(wù)部)isoneofthemainoperationaldepartmentsofahotel.
theHousekeepingDepartment客房部/房務(wù)部theFood&BeverageDepartment餐飲部theSalesDepartment銷(xiāo)售部turn-downService晚床服務(wù)extendabed加床laundryservice洗衣服務(wù)roomservice客房送餐服務(wù)KeyWordsandExpressionsSkillsandAttainments服務(wù)技能與素養(yǎng)
1.Itdoesn’tgeneratesalesdirectly.它不能直接對(duì)客人銷(xiāo)售。2.thesmooth,efficientmanagement有序高效的管理Note:UnitTwelveChamberServices單元12客房服務(wù)
ProcedureofService服務(wù)流程
Knockatthedoorgentlythreetimes.Say:“Housekeeping”Asktheguestwhetherhecangointotheroom.Greettheguest.
ProcedureofService服務(wù)流程Asktheguestwhetherhecancleantheroomnow.Cleantheroom:Openthewindow-Disposetherubbish-Makethebed-Cleanthebathroom-Replenishthesupplies-Vacuumthefloor-Self-check.Expressyourwishestotheguest.Cleaningtheroom
ProcedureofService服務(wù)流程Asktheguestifhewantsturn-downservicenow.Turndownthebed:Turndownthebed
-Dropthecurtaintogether-Turnonsomelights-Cleanthebathroom-Bringinthefreshtowels-Havealookaroundtobesureeverythingisdone.Expressyourwishestotheguest.Turningdownthebed
ServiceConversation23MayIDOtheRoomNow
Practice1.Whatdoes“dotheroom”mean?2.Whydoestheguestwantahair-dryer?3.Whatdoesthehousemaiddowhenheheardtheguest’scomplaint?Answerthequestionsaccordingtotheserviceconversation.
ServiceConversation24
WhatTimeWouldYouLikeMetoComeBack
Practice1.Whydoestheguestwanttoputanextrabed?2.Howcantheguestgettheextrabed?3.Whenwillthehousemaidcomebacktoturndownthebed?Answerthequestionsaccordingtotheserviceconversation.
chamberservice
客房服務(wù)Housekeeping客房部;客房部工作人員disposaltherubbish倒垃圾makethebed做床replenishthesupplies補(bǔ)充客房物品vacuumthefloor吸塵turndownthebed做晚床dotheroom打掃房間,做房withthepermissionof經(jīng)過(guò)……的許可KeyWordsandExpressions
Beforeenteringaguest’sroom,knockatthedoorthreetimesslightly,andthenannounce:“Housekeeping.MayIcomein?”Enteringtheroom,greettheguestwithawarmandnaturalvoice:“Goodmorning.MayIcleantheroomnow?”orGoodevening,sir.”MayIturndownthebednow?”Iftheguestdoesn’twanttocleantheroomorturndownthebednow,askwhattimeisconvenientandcomebacktotheroomforcleaningattheconvenienttime.PointsofServicePerformance服務(wù)演練要點(diǎn)
PerformanceforService模擬演練TaskA
GuestCardDon’twanttocleantheroomnow.Thehousemaidcancometocleantheroomat11:00a.m.Performcleaningtheroominpairsaccordingtothefollowingtwocards.
PerformanceforService模擬演練HousemaidCardGreettheguest.Asktheguestwhethertheroomcanbecleanednow.Askwhattimewillbebettertocleantheroom.
PerformanceforService模擬演練TaskBThehousemaidWangFangisgoingtoturndownthebedforMr.Whitenow.Mr.Whiteagreeshertodonow.HeasksWangFangtoputanextrabedforhim,foroneofhisformerstudentswillcometoseehimandstayhereforanight.Therateoftheextrabedis34USdollars.UnitThirteenRoomService
單元13客房送餐服務(wù)
ProcedureofService服務(wù)流程BookingtheRoomServiceGreettheguest.Gettheinformationfromtheguest.Whattheguestwants.ThespecialdemandsforcookingTheguest’snameandhisroomnumber.ConfirmwhattheguestbooksTelltheguesttheorderwillbereadysoon.
ProcedureofService服務(wù)流程Deliveringthefoodtotheguest’sroom.DeliverthefoodatthegateoftheguestroomKnockatthedoorgently.Announce:“RoomService.MayIcomein?”Speakouttheorderandgivethebilltotheguest.AsktheguesttosignthenameandroomnumberExpressyourwishes.
ServiceConversation25YourOrderwillArrivein15Minutes
Practice1.Howmanykindsofbreakfastsdoesthehotelprovidefortheguests?Whatarethey?2.WhatdoestheChinesebreakfasthave?Answerthequestionsaccordingtotheserviceconversation.
ServiceConversation26HereisYourChineseBreakfast
PracticeAnswerthequestionsaccordingtotheserviceconversation.SpeakouttheEnglishnamesofthefoodsinthetwodialogues.WhatdoestheContinentalbreakfasthave?Whereistheorderput?Howistheguestrequiredtopay?
RoomService客房送餐服務(wù);送餐中心orangejuice橙汁toastwithbutter黃油吐司meatpie餡餅milletgruel小米粥sweetdumpling湯圓ricenoodles米粉soybeanmilk豆?jié){softboiledeggs煮得很嫩的雞蛋KeyWordsandExpressions
Note:Weofferthreetypesofbreakfast:American,ContinentalandChinese.Whichonewouldyouprefer?我們提供美式,歐式和中式早餐,您要訂哪一種?
Asktheguestaboutthedemandsforcookingwhentheguestordersbytelephone.電話訂餐時(shí),要詢問(wèn)客人對(duì)點(diǎn)餐的要求。Ifthereisminimumchargeorservicecharge,youhavetoexplainitclearlyinadvance.如果有最低消費(fèi)或服務(wù)費(fèi),應(yīng)事先說(shuō)明。PointsofServicePerformance服務(wù)演練要點(diǎn)
GuestCard
Booking:chilledorangejuice,sweetdumplingsoybeanmilkName:Mr.WhiteRoomnumber:Room2586PerformanceforService模擬演練PerformanceinRoomServiceinpairsaccordingtothefollowingtwocards.
PerformanceforService模擬演練RoomServiceWaiterCardGreettheguestExplainAskwhattheguestwantsAskhowtodoA10%servicecharge.DeliverPaymentUnitFourteenMaintenanceService單元14維修服務(wù)
ProcedureofService服務(wù)流程ForthehousekeeperGreettheguest.Patientlyandcarefullylistentowhattheguestsays.Say“sorry”or“apologize”totheguest.Gettheroomnumberfromtheguest.Telltheguestwhatwillbedoneatonce.Informtherepairmantorepairatonce.Checkwhathasbeenmadebytherepairman.
ProcedureofService服務(wù)流程Fortherepairman
Knockatthedoor,saying:“Maintenance.MayIcomein?”Say“sorry”totheguestandasktheguestabouttheproblemindetails.Checkandrepair.Telltheguestthateverythingisallright.Extendthewishestotheguest.ReporttheFrontDesk.
ServiceConversation27
TheRepairmanwillCometoYourRoomSoon.
ServiceConversation28RepairingtheFacilitiesintheBathroom
inform(vt.)告訴,報(bào)告,通知faucet/tap水龍頭showerhead淋浴頭/花灑bathtub(n.)澡盆,浴缸theMaintenanceDepartment維修部KeyWordsandExpressions
Thetoiletcannotflush,buttheshowerheadandwashbasinfaucetkeepdripping,andthebathtubdrainiscloggedaswell.馬桶不能沖水,淋浴頭及水盆上的水龍頭不停地滴水,浴缸的排孔堵住了。Note:
ForthehousekeeperWhentheguestfinishesthecomplaint,saysorrytohimandtellhimthattherepairmanwillcomtotheroomtofix/repairatonce/assoonaspossible/withinfiveminutes.FortherepairmanAfterchecking,ifyouthinktheproblemcan’tbesolvedinashortperiodoftime,youhavetoinformtheHousekeepingDepartment(ortheForntDesk)toadoptothermeasures.Pointsof
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