饭店情景英语（第二版）课件：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客房部收拾客房服务程序II.WorkingProcedureBACKNEXT客房部II.WorkingProcedurePREV.NEXT客房部1.进入客房前应征求客人的允许。Housekeeping,mayIcomein?客房部，可以进来吗?I’msorrytodisturbyou.MayIcomeintocleantheroom?抱歉打扰您了，我可以进来打扫房间吗?II.WorkingProcedurePREV.NEXT2.询问客人何时可以打扫房间。ShallIcomebacklater,Madam/Sir?女士/先生，我过一会儿再来好吗?Whendoyouthinkwouldbeconvenientforyou?您认为什么时候方便?Whenwouldyoulikemetocomeback?您认为我什么时候再来合适?客房部II.WorkingProcedurePREV.NEXT客房部3.打扫房间时请求客人的配合。MayIcleantheroomnow?/MayIbeginmyjob?现在我可以打扫房间了吗？/我可以开始工作了吗?Iamverysorryfortheinconvenience.给您带来不便，真是抱歉。Iwillfinishmyjobinabout....我会在××(时间)后完成工作。MayIusethevacuumcleaner?我可以使用吸尘器吗?II.WorkingProcedurePREV.NEXT客房部MayImoveyourthingstothedesksothatIcantidyitup?我可以把您的东西移到桌上以方便我打扫吗?MayImoveyourthingsinthebathroomsothatIcanwashit?我可以移走您在浴室里的东西以方便我清洗吗?MayImoveyourclothesonthebedsothatIcanmakeit?我可以移走您在床上的衣物以方便我铺床吗?II.WorkingProcedurePREV.BACK客房部4.打扫完客房后询问客人是否有其他要求。Excuseme,Sir.I’vefinishedmyjob.IsthereanythingelsethatIcandoforyou?先生,我已经完成工作了。还有别的什么事我可以为您效劳吗?Ifyouneedanyhelp,pleasejustcallme.Enjoyyourstayinourhotel!如果您需要我的帮助，请给我打电话。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.客房部应对措施1.当你在打扫客房时，客人回来了，应如何处理?

(1)看见客人回来，应主动向客人表示歉意，说明自己正在打扫房间，并征询客人是否可以继续。Sir,sorryfortheinconvenience.ShallIgoonwithmyjoborshallIcomebacklater?先生，抱歉给您带来不便。我可以继续我的工作吗？还是一会儿再回来?(2)在征得客人允许后才可继续打扫，否则应立即退出房间。IV.TipsforServiceBACKNEXT客房部3)在离开时，应礼貌地征询客人何时可以继续打扫或请客人在方便时通知自己，然后面对客人并随手将门轻轻关上,退出房间。WhenshouldIcomeback?/Whenitisconvenientforyou,pleasecallme.我何时再回来?

/当您方便时，请电话通知我。IV.TipsforServicePREV.NEXT客房部2.收拾客房时不小心损坏了客人的东西，怎么办?(1)做客房卫生时应该小心谨慎，对客人放在台面上的东西一般不移动，有必要移动时也要轻拿轻放，卫生做完后应将其放回原处。(2)如不小心损坏客人的物品，应如实向上级反映，并主动向客人赔礼道歉(如果物品贵重,应有主管或经理陪同)承认自己的过失。

Iamreallysorryforthat.ItisallmymistakeandIwillcompensateforit.实在对不起,都是我的过错，我会做出赔偿的。(3)如果客人要求赔偿，则根据具体情况给予赔偿。IV.TipsforServicePREV.NEXT客房部3.如果楼层服务员打扫客房时发现某些设施被损坏了，应如何处理?

(1)若客人在场,应立即告知客人，婉转地向其了解原因，并将此情况报告领班。Excuseme,Sir/Madam.××hasbeendamaged.MayIknowwhenitisso?先生/女士,××已经被损坏了。能劳驾您告诉我它从什么时候开始就成了这个样子吗?IV.TipsforServicePREV.NEXT客房部(2)如果是客人的责任，则礼貌地向其说明酒店的赔偿制度。

Sir/Madam,Iamafraiditshouldbecompensatedforaccordingtothehotel’sregulations.先生/女士，恐怕根据酒店的规章制度您得对它进行赔偿。IV.TipsforServicePREV.BACK客房部(3)在客人不承认的情况下，同客房部宾客服务中心领班和楼层主管一起向客人作解释、说明工作。必要时可请大堂副理协助解决，避免饭店利益受损。Sir/Madam,wouldyoupleasecompensateforit?Otherwisewewillbeputintotrouble.先生/女士,请您对它进行赔偿，好吗？否则我们就有麻烦了。(4)需求客人赔偿时，可视实际情况酌情减免赔偿费用。IV.TipsforServicePREV.BACK客房部V.Words&ExpressionsBACKNEXTroomattendant客房服务员 vacuumn.真空vacuumcleaner真空吸尘器 turn-downservice做夜床inconveniencen.不便 convenientadj.方便的compensatev.赔偿 makecompensation做出赔偿客房部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