《现代酒店服务英语》Chapter6 客房服务

清华大学出版社现代酒店服务英语ServiceEnglishinModernHotel客房服务ChapterSixHousekeepingService

ServicePosition服务岗位TheHousekeepingDepartment（中文为客房部或房务部）isoneofthemainoperationaldepartmentsofahotel.

theHousekeepingDepartment客房部/房务部theFood&BeverageDepartment餐饮部theSalesDepartment销售部turn-downService晚床服务extendabed加床laundryservice洗衣服务roomservice客房送餐服务KeyWordsandExpressionsSkillsandAttainments服务技能与素养

1.Itdoesn’tgeneratesalesdirectly.它不能直接对客人销售。2.thesmooth,efficientmanagement有序高效的管理Note:UnitTwelveChamberServices单元12客房服务

ProcedureofService服务流程

Knockatthedoorgentlythreetimes.Say:“Housekeeping”Asktheguestwhetherhecangointotheroom.Greettheguest.

ProcedureofService服务流程Asktheguestwhetherhecancleantheroomnow.Cleantheroom:Openthewindow-Disposetherubbish-Makethebed-Cleanthebathroom-Replenishthesupplies-Vacuumthefloor-Self-check.Expressyourwishestotheguest.Cleaningtheroom

ProcedureofService服务流程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

客房服务Housekeeping客房部；客房部工作人员disposaltherubbish倒垃圾makethebed做床replenishthesupplies补充客房物品vacuumthefloor吸尘turndownthebed做晚床dotheroom打扫房间，做房withthepermissionof经过……的许可KeyWordsandExpressions

Beforeenteringaguest’sroom，knockatthedoorthreetimesslightly,andthenannounce:“Housekeeping.MayIcomein?”Enteringtheroom,greettheguestwithawarmandnaturalvoice:“Goodmorning.MayIcleantheroomnow?”orGoodevening，sir.”MayIturndownthebednow?”Iftheguestdoesn’twanttocleantheroomorturndownthebednow,askwhattimeisconvenientandcomebacktotheroomforcleaningattheconvenienttime.PointsofServicePerformance服务演练要点

PerformanceforService模拟演练TaskA

GuestCardDon’twanttocleantheroomnow.Thehousemaidcancometocleantheroomat11:00a.m.Performcleaningtheroominpairsaccordingtothefollowingtwocards.

PerformanceforService模拟演练HousemaidCardGreettheguest.Asktheguestwhethertheroomcanbecleanednow.Askwhattimewillbebettertocleantheroom.

PerformanceforService模拟演练TaskBThehousemaidWangFangisgoingtoturndownthebedforMr.Whitenow.Mr.Whiteagreeshertodonow.HeasksWangFangtoputanextrabedforhim,foroneofhisformerstudentswillcometoseehimandstayhereforanight.Therateoftheextrabedis34USdollars.UnitThirteenRoomService

单元13客房送餐服务

ProcedureofService服务流程BookingtheRoomServiceGreettheguest.Gettheinformationfromtheguest.Whattheguestwants.ThespecialdemandsforcookingTheguest’snameandhisroomnumber.ConfirmwhattheguestbooksTelltheguesttheorderwillbereadysoon.

ProcedureofService服务流程Deliveringthefoodtotheguest’sroom.DeliverthefoodatthegateoftheguestroomKnockatthedoorgently.Announce:“RoomService.MayIcomein?”Speakouttheorderandgivethebilltotheguest.AsktheguesttosignthenameandroomnumberExpressyourwishes.

ServiceConversation25YourOrderwillArrivein15Minutes

Practice1.Howmanykindsofbreakfastsdoesthehotelprovidefortheguests?Whatarethey？2.WhatdoestheChinesebreakfasthave?Answerthequestionsaccordingtotheserviceconversation.

ServiceConversation26HereisYourChineseBreakfast

PracticeAnswerthequestionsaccordingtotheserviceconversation.SpeakouttheEnglishnamesofthefoodsinthetwodialogues.WhatdoestheContinentalbreakfasthave?Whereistheorderput？Howistheguestrequiredtopay?

RoomService客房送餐服务；送餐中心orangejuice橙汁toastwithbutter黄油吐司meatpie馅饼milletgruel小米粥sweetdumpling汤圆ricenoodles米粉soybeanmilk豆浆softboiledeggs煮得很嫩的鸡蛋KeyWordsandExpressions

Note:Weofferthreetypesofbreakfast：American，ContinentalandChinese.Whichonewouldyouprefer?我们提供美式，欧式和中式早餐，您要订哪一种？

Asktheguestaboutthedemandsforcookingwhentheguestordersbytelephone.电话订餐时，要询问客人对点餐的要求。Ifthereisminimumchargeorservicecharge,youhavetoexplainitclearlyinadvance.如果有最低消费或服务费，应事先说明。PointsofServicePerformance服务演练要点

GuestCard

Booking:chilledorangejuice,sweetdumplingsoybeanmilkName:Mr.WhiteRoomnumber：Room2586PerformanceforService模拟演练PerformanceinRoomServiceinpairsaccordingtothefollowingtwocards.

PerformanceforService模拟演练RoomServiceWaiterCardGreettheguestExplainAskwhattheguestwantsAskhowtodoA10%servicecharge.DeliverPaymentUnitFourteenMaintenanceService单元14维修服务

ProcedureofService服务流程ForthehousekeeperGreettheguest.Patientlyandcarefullylistentowhattheguestsays.Say“sorry”or“apologize”totheguest.Gettheroomnumberfromtheguest.Telltheguestwhatwillbedoneatonce.Informtherepairmantorepairatonce.Checkwhathasbeenmadebytherepairman.

ProcedureofService服务流程Fortherepairman

Knockatthedoor,saying:“Maintenance.MayIcomein?”Say“sorry”totheguestandasktheguestabouttheproblemindetails.Checkandrepair.Telltheguestthateverythingisallright.Extendthewishestotheguest.ReporttheFrontDesk.

ServiceConversation27

TheRepairmanwillCometoYourRoomSoon.

ServiceConversation28RepairingtheFacilitiesintheBathroom

inform（vt.）告诉，报告，通知faucet/tap水龙头showerhead淋浴头/花洒bathtub(n.)澡盆，浴缸theMaintenanceDepartment维修部KeyWordsandExpressions

Thetoiletcannotflush，buttheshowerheadandwashbasinfaucetkeepdripping，andthebathtubdrainiscloggedaswell.马桶不能冲水，淋浴头及水盆上的水龙头不停地滴水，浴缸的排孔堵住了。Note:

ForthehousekeeperWhentheguestfinishesthecomplaint,saysorrytohimandtellhimthattherepairmanwillcomtotheroomtofix/repairatonce/assoonaspossible/withinfiveminutes.FortherepairmanAfterchecking，ifyouthinktheproblemcan’tbesolvedinashortperiodoftime，youhavetoinformtheHousekeepingDepartment(ortheForntDesk)toadoptothermeasures.Pointsof