ChapterHousekeeping酒店英语学习.pptx

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1、objectives1.The ways to clean guests rooms.2.The skills to arrange extra beds for the guests.3.Have ability to communicate with guests by related sentence pattern about regular service in guest rooms skillfully.第1页/共88页第2页/共88页Do you know the following equipment?air conditioningdressing table stools

2、 Background information:第3页/共88页Do you know the following equipment?luggage rack table lamp Background information:第4页/共88页 towel 第5页/共88页hotel disposable第6页/共88页 Get to know the tools used for cleaning the roomtrolley mops and detergents第7页/共88页sheets and mattressdoorframerubber glovescurtain第8页/共8

3、8页国外使用的电源插座和中国大陆的是不一样的，其插孔形状以及电压、电流负荷也不同。因此，很有可能他们需要向酒店借用对应的插座，才能使用。在为客人提供电源插座的时候要注意问清楚电压是多少伏特(Volt)、电频是多少赫兹(Hz)。Outlet 电源插座 第9页/共88页Curtain 窗帘Clotheshanger 衣架Pillow 枕头Pillow case 枕袋Quilt 被子Blanket 毛毯Extra bed 加床Hard mattress 硬床垫Soft mattress 软床垫Laundry list 洗衣单Laundry bag 洗衣袋Sewing kit 针线包Towel 毛巾S

4、hampoo 洗发水Conditioner 护发素Toothbrush 牙刷Toothpaste 牙膏Soap 香皂Tissues 面巾纸Toilet paper 卫生纸Comb 梳子Bathtub浴缸Bathtowel浴巾Facetowel小方巾Bathmat地巾Showercap浴帽Bathrobe浴袍Hairdryer吹风机Tap水龙头Coffeetable茶几Bedhead床头Electrickettle电热水壶Chips薯片Slippers拖鞋Folder文具盒Writingpaper信纸Envelope信封Wardrobe衣柜Drawer抽屉Vanity/dressingtable

5、梳妆台Bedcover床罩Sheet床单第10页/共88页Luggage行李Donotdisturb请勿打扰Lightbulb电灯泡Breakfastcard早餐卡Ashtray烟灰缸Matches火柴Tea茶Coffee咖啡Shoesboard鞋拔子Iron熨斗Ironingboard熨衣板Floorlamp落地灯Tablelight台灯Adapter插头Extensioncode接线板Transformer变压器Chair椅子Trolley工作车Mineralwater矿泉水Doorknob门把手Nuts果仁Switchboard控制板Safetybox保险箱Bedsidetable床头柜

6、Doorbell门铃Livingroom客厅Kingsizebed双人床TVremotecontrol电视遥控器Rubbishbin垃圾桶Flashlight手电筒Keyhole取电器Walllamp壁灯Bedroom卧室Twinbeds单人床Imperialguide京城御鉴Dataline数据线Peephole门镜猫眼Lampshade灯杆Quiltcover被罩Nosmokingcard请勿吸烟卡Bedskirting床裙Faxform传真纸第11页/共88页Scissors剪刀Shoebasket鞋筐Doorstopper门堵Ceiling天花板Toiletbowl马桶Alarmclo

7、ck闹钟Wallpicture挂画Ballpen圆珠笔Shoeshinemitt/paper擦鞋布Razor/shaver剃须刀Candybottle糖果盅Safetychain安全链Bathroomscale体重秤Tray托盘Telephone电话Minibar小酒吧Cottonball棉球Showerhead喷头Tissuepaperbox面布纸盒Notepad变迁Carpet便签Doorhandle门把手Sanitarybag卫生袋Airconditioner空调Refrigerator冰箱Plant植物Rubbermat防滑垫Hook挂衣钩Vase花瓶Showercap浴帽Shower

8、curtains浴帘WashBasin面盆Bedpad白拍Bedheadboard床头板Shoppingbag购物袋Sheercurtain纱帘Keyinsert取电器Lock门锁Sill窗台Pot冷水壶Soapdish皂碟Clothesbrush衣刷Towelrail毛巾架Wallpaper墙纸Armchair扶手椅Cup茶杯Mug口杯Mirror镜子第12页/共88页Dialogue 1RA:Goodmorning,Mr.andMrs.White.MayIcomethrough,please?M:Yes,please.Bythewayitsalmostnoon,andourroomhasn

9、tbeenmadeupyet.RA:Imverysorry,sir.Iwasjustcomingalongtoyourroom.IllbethereassoonasIfinishthisone.M:Really?Couldyoudoourroomfirstnexttime?Wearealwaysthelast.RA:Well,Ihaveasectionoffourteenrooms,andIalwaysdothecheck-outroomsfirstunlessthereisrequest.Nowthatyouveaskedmetodoso,Illbegladto.W:Check-outroo

10、ms?Whatarethey?RA:Acheck-outroommeansaroomwhichisbeingvacatedattheendofaguestsstay.WehavetogettheroomreadyforsaleagainbytheFrontOffice.M:Well,wewouldliketotakeanapafterlunch.RA:Yes,Isee.Yourroomwillbereadyinhalfanhour,Mr.andMrs.White.M:Canyoudothisforthiseveryday?RA:Certainly,Mrs.White.Wealwaystryto

11、haveroomsmadeupearlyonrequest.Justletusknowwhatyouneed,andifwecan,welloblige.Yourroomnumberis1202.M:Good.Wedoappreciatethefavorofyourputtingourroomfirst.RA:Mypleasure.Ihopeyouareenjoyingyourstaywithus.A:Yourewelcome.(RM=room attendant,M=Mrs.White,W=Mr.White )Cleaning the Room第13页/共88页Dialogue 2 Chan

12、ging the Room AM:Goodmorning,sir.WhatcanIdoforyou?W:ImWhite.IminRoom608.Canyouchangetheroomforme?Itstoonoisy.Mywifewaswokenupseveraltimesbythenoisethebaggageelevatormade.Shesaiditwastoomuchforher.AM:Imawfullysorry,sir.Idoapologize.Room608isattheendofthecorridor.Itspossiblethenoiseisheardearlyinthemo

13、rningwhenallisquiet.W:Anyhow,Idliketochangeourroom.AM:Noproblem,sir.Wemanageit.HowaboutRoom602?Itsratherquiet.TheroomrateisthesameasthatofRoom608.B:Verywell.AM:Pleasefillinthisroomchangingform.(Mr.Whitegoesthroughtheformalities.)HeresthekeytoRoom602.Thebellmanwillhelpyouwithyourbaggage.Pleasereturnh

14、imthekeytoRoom608.B:Whatefficiency!IhopeIllhaveasoundsleepthisevening.AM:Besure,Mr.White.Ifthereisanythingmoreyouneed,pleaseletusknow.（RM=roomattendant White=W ）第14页/共88页Dialogue 3(FA=floor,G=guest)FA:Goodmorning,sir.Afteryou,please.(Hemakeswayforhimtopassby)G:Goodmorning.Wouldyoupleasedomeafavor?FA

15、:Yes,sir.Imalwaysatyourservice.G:Mysoniscomingforthesummerholidaysnextweek.CouldIhaveanextrabed,akindofroll-away?FA:PleasecontacttheFrontOfficefirst.Illgetyoutheextrabedwiththeirpermission.G:Haveyouanyideahowmuchanextrabedcosts?FA:ItsUS$20foronenight.G:Bytheway,couldyougetusafewmorehangers?Wehavesom

16、anyclothes.Wearelong-stayingguests,asyouknow.FA:Yes,sir.Wearehappytohaveyou.Wedohopyouareenjoyingyourstaywithus.G:Thanks.Couldyouchangeapillowforme?Thisoneistoothin,andwithastainonit.FA:Certainly,sir.Illseetoitrightaway.Idowishwehadknownearlier.G:Howniceofyoutosayso!FA:Itsmypleasure.Illbebackinaminu

17、te,sir.Adding beds 第15页/共88页Dialogue 4Turn-down Services(CM=chambermaid,M=Mrs.White,W=Mr.White)CM:Housekeeping.MayIcomein?W:Yes,please.CM:Goodmorning,Mr.andMrs.White.MayIdotheturn-downserviceforyounow?M:Oh,thankyou.Butyousee,wearehavingsomefriendstocelebratemybirthdayhere.Couldyoucomebacklater?CM:Ce

18、rtainly,Mr.White.Whattimewoulditbeconvenientforyou?M:Couldyoucomeagaininthreehours?CM:ImafraidIllbeoffthen.ButIwilllettheovernightstaffknow.Theywillcomethen.M:Thatsfine.Well,ourfriendsseemtobealittlelate.Wouldyoutidyupabitinthebathroom?Ivejusttakenabathanditisquiteamessnow.Besides,pleasebrigusabottl

19、eofjustboiledwater.WedtreatourguestswithspecialChinesetea.第16页/共88页Dialogue 4(CM=chambermaid,M=Mrs.White,W=Mr.White)Turn-down ServicesCM:Yes,Mr.White.Illbringinsomefreshtowelstogetherwiththedrinkingwater.M:Thatsfine.CM:(Havingdoneallonrequest)Itsgettingdark.Wouldyouliketodrawthecurtainsforyou?M:Whyn

20、ot?Thatwouldbesocozy.CM:MayIturnonthelightsforyou?W:No,thanks.Ilikethisatmosphere.CM:Yes,sir.IsthereanythingelseIcandoforyou?M:Nomore.Youreasmartgirlindeed.Thankyouverymuch.CM:Imalwaysatyourservice.Good-bye,Mr.andMrs.White,anddohaveaverypleasantevening.第17页/共88页Dialogue 5Claim and Damage(O=operator,

21、G=Guest)G:Hello,operator?ThisisLucasspeaking.O:Yes.WhatcanIdoforyou?G:Idliketospeaktothehousekeeper.IminRoom403.Ihavesomebadnewstotellhim.(Theoperatorputsthecallthrough.)H:Whatsthebadnews,sir?G:ThisisMr.Lucas.Iwentoutthismorningandthechildrenplayedhide-and-seekintheroom.Theybrokethereadinglamponthed

22、eskandthecurtainsfelltotheground.Couldyousendsomeonetofixthecurtainsandbringmeanotherlamp?H:Ofcourse,sir.IllsendsomeonefromMaintenanceDepartmenttoyourroom.Thankyouforcalling.G:Imterriblysorry.H:Thatsnothing.Welltakecareofthat,Mr.Lucas.ButImafraidyoullhavetopayforthedamage.G:Oh,Iwill.H:MayIhaveyourro

23、omnumber,sir?G:Room403.H:Yes,Room403.Dontworry.Illseetoitatonce.Good-bye.G:Good-bye.第18页/共88页Sentences for Imitation:Expressingapology:1.Imverysorry,sir.2.Imawfullysorry,sir.3.Idoapologize.4.Imterriblysorry.Makingcomplaints:1.Bythewayitsalmostnoon,andourroomhasntbeenmadeupyet.2.Itstoonoisy.Mywifewas

24、wokenupseveraltimesbythenoisethebaggageelevatormade.第19页/共88页Knowledge Tips清洁并检查客房、补充用品。A负责客房高标准的服务及清洁工作。B根据楼层主管的指导，清扫空房，客人已离店房间及入住房间。C将无行李、少行李及外宿房间报告客房部办公室或楼层领班。D检查房间，准备“房间状态汇报”。E补充客房供应品，包括小酒吧用品。F上报客房设施的丢失和损坏情况，及时下单维修。客房服务员岗位职责 第20页/共88页DialoguesNew Words and Expressions1.trolleytrolin.手推车，电车，手摇车v.

25、用手推车2.corridorkorido:n.走廊，回廊，通路3.sectionseknn.一段，部分4.check-outekautn.结账，退房，检查5.vacatedvkeitidadj.腾出的，空出的，离职的6.napnpn.小睡，小盹7.obligeblain.迫使，施恩惠于8.appreciatepri:ieitvt.欣赏，领会，感谢9.apologizepldaizvi.道歉，谢罪，认错10.formalityf:mlitin.遵循的规范，正式11.efficiencyifinsin.效率，功率，效能第21页/共88页DialoguesNew Words and Expressi

26、ons12.pillowpilun.枕头13.stainsteinn.污迹v.战舞，给.着色14.turn-downservicet:n-dauns:vis做晚床15.convenientkenvi:njntadj.便利的，近便的16.overnightuvnaitadv.一夜，突然17.toweltauln.毛巾，手巾18.cozykuzin.舒适的，安逸的19.operatoropreitn.操作人员，接线员20.maintenancemeintinnsn.维持，保持，维修第22页/共88页Service procedure of cleaning the roomKnock at the

27、 door gently three timesSay:“Housekeeping.”Ask the guest whether to come into the room.Greet the guest.Ask the guest whether to clean the room now.第23页/共88页Clean the room:Open the window;Disposal the rubbish;Make the bed;Clean the bathroom;Replenish the supplies;Vacuum the floor;Self-check.Express y

28、our wishes to the guest.第24页/共88页Service procedure of extra bed serviceAsk the guest to go to handle the formality of extending a bed at the Front Office.With the permission of the Front Office,put an extra bed for the guest.第25页/共88页Service procedure of changing the roomGreet the guest.Ask the gues

29、t for his room number.Search for the room available needed in the computer.Form the record of changing the room.Ask the guest to fill in the room changing form.Tell the guest the time of changing room.Extend best wishes.第26页/共88页Service procedure of extending the stayGreet the guest.Get the informat

30、ion from the guest:The room number.The type and number of rooms.The time of extending stay.第27页/共88页Search for the room available needed in the computer.Confirm the extending stay.Ask the guest how to make the payment.Form the record of extending the stay.Extend your best wishes.第28页/共88页Ok!Lets say

31、 goodbye!第29页/共88页Unit 14 Personalized Service第30页/共88页 Background Information饭店个性化服务的概念饭店的规范化服务，是指饭店为满足所有客人的共性需求而提供的标准化服务;而饭店的个性化服务，则是指饭店为满足不同客人的个性需求而提供的针对性服务。饭店的个性化服务起源于海外发达国家，称之为PersonalizedService或IndividualizedService。之所以提出个性化服务概念，主要是因为西方饭店业在近百年发展过程中，发现饭店提供的标准化服务不能使客人完全满意。因为客人的需求变化莫测，标准化的服务只能满足

32、客人表面的基本需求，而不能满足客人隐含的个别需求。在这种背景下，饭店经营者开始认识到，饭店的服务必须站在客人的角度随机应变，否则标准化服务会演变成机械化服务，个性化服务由此产生。即饭店要达到高质量的服务水平，必须能提供满足不同客人个性需求的针对性服。第31页/共88页ContentDialoguesSentences for Imitation:Knowledge Tips Practical Training 第32页/共88页RA:Goodmorning,sir.WhatcanIdoforyou?W:Somefriendsofoursaregoingtovisitusthisevening

33、.Wouldyoupleasebuysomefruitforme?RA:Sure.Whatkindsoffruitdoyouwant,apples,oranges,bananasorgrapes?W:Allexceptgrapes.RA:Howmanyofeach?W:Onekiloofeachwillbeenough.RA:Yes,sir.Dontyouneedsomerefreshmentsanddrinks?W:Well,Iveorderedsomecolddishesandsomepastry.IllneedtwomoreBudweiserandapackofKent.RA:Yes,M

34、r.White,twomorecansofBudweiserandapackofKent.Doyouneedsomeflowers?W:Thatsagoodidea.Canyouhelpmetogetsome?RA:Certainly,sir.Whatkindofflowerswouldyoulike?W:Abasketoflilies.RA:Youneedfruit,beer,liliesandKent.AmIcorrect?W:Right.Hereisfivehundredyuaninadvance.Isitenough?RA:Ithinkitsquiteenough.Illhavethe

35、mboughtforyouassoonaspossible.W:Great.Thankyouverymuch.RA:Yourewelcome.Dialogue 1 Buying things on requestRoom Attendant=R Guest=G第33页/共88页Dialogue 2G:IsthisHousekeeping?H:Speaking.MayIhelpyou?G:Yes,Iliketousemyhairdryerbutits220volts.DoyouhaveaconverterIcoulduse?H:Yes,wedo,madam.ButImafraidanotherg

36、uestisusingitnow.Wecanlendahairdryerinstead.G:Fine.BecauseIllattendapartyinanhourcouldyoubringitupsoon?H:Certainly,maam.Illsendsomeoneimmediately.Bytheway,couldIhaveyournameandroomnumber?G:OK.ThisisLucyWhiteinRoom1201.H:Thankyouverymuch.MissWhite.Thefloorattendantwillbeupinafewminutes.Borrowing some

37、thing (G=Guest,H=Housekeeping)第34页/共88页Dialogue 3 Wanting to add something(G=Mrs.White,RA=RoomAttendant)G:Attendant,canyouhelpme?RA:Certainly,madam.G:MyhusbandandIstayinthisroomandourchildrenareinRoom946.Couldyouputsomejuicesinthemini-baroftheirroom?RA:Yes,madam.Iwillleavesomejuicethere.G:Thatsfine.

38、RA:Whatkindsofjuicesdotheylike?G:Orangeandtomatojuices.RA:HowmanyofeachshallIputin?G:Fourbottlesoforangejuiceandfiveoftomatojuice.Ifyouhavelemonandpineapplejuice,pleaseputsomeinit,too.Childrenalwaysdrinkwater.Isyourwatersafetodrink?RA:Thetapwaterisnotsafetodrink.Butthemineralwaterandthewaterinthefla

39、skareperfectlysafe.G:Thankyou.第35页/共88页DialoguesNew Words and Expressions1.exceptikseptprep.除了（某人/某物）之外2.kiloki:lun.公斤，千克，公里，千米3.refreshmentrifremntn.点心，便餐，恢复活力4.pastrypeistrin.糕点，点心5.lilylilin.百合花6.hairdryerhdrain.头发吹干机7.converterknv:tn.转换器，转炉8.pineapplepainpln.菠萝，凤梨9.mineralminrladj.矿物的n.矿物10.flas

40、kfl:skn.细颈瓶，烧瓶，开水瓶11.perfectlyp:fiktlliadv.很，完全地第36页/共88页Sentences for Imitation:Inquiring:1.Whatkindsoffruitdoyouwant,apples,oranges,bananasorgrapes?2.Howmanyofeach?3.Whatkindsofjuicesdotheylike?4.HowmanyofeachshallIputin?5.Whatkindofflowerswouldyoulike?Ordering something:1.Well,Iveorderedsomecoldd

41、ishesandsomepastry.2.IllneedtwomoreBudweiserandapackofKent.3Couldyouputsomejuicesinthemini-baroftheirroom?第37页/共88页Tips1)1)灵活服务。这是最普通的个性化服务。即不管饭店是否有相应的服务规范，只要客人提出的要求是合理的，饭店就应尽最大可能去满足他们。(2)癖好服务。这是最具体的个性化服务。客人的需求千差万别，有些客人的需求更是独特少遇，需要服务人员仔细观察，“投其所好”。(3)意外服务。这是最有针对性的个性化服务。服务人员急客人之所急，想客人之所想，在客人最需要帮助的时候提供

42、“雪中送炭”式的个性化服务。(4)心理服务。这是最用心的个性化服务。凡是能满足客人深层次的、隐含的心理需求的个性化服务，都将给客人带来一份意外的惊喜。这要求饭店服务人员有强烈的服务意识，主动揣摩客人的心理，服务于客人开口之前。(5)自选服务。这是高品质的个性化服务。随着电脑技术的发展，个性化服务可通过电脑GuestOperatedDevices(宾客自选装置)来实现。客人的留言、查询消费账目、结账、叫醒服务、客房送餐(RoomService)和Vod点播(客房视像点播系统)，都可以由客人通过客房电视电脑系统自由选择并处理。饭店个性化服务的种类：第38页/共88页I.Listen to the

43、following recording and complete the dialogue:(answer)Practical TrainingSpecial Items in Rooms FormItemsRoom No.Required No.ItemsRoom No.Required No.Extra Blanket12101Bed sheetBath towelPillow21072Infant Cot13151Ashtray11621Extra BedBathrobeHeaterLight bulbBall Pen21071Toilet paperVaseTowel OthersRe

44、marks第39页/共88页 II.Make dialogue according to the situations(example)Practical TrainingSituation 1:A guest Mr.White asks a floor attendant to buy something for him.(G=Mr.White,FA=floorattendant)FA:Goodmorning,sir.WhatcanIdoforyou?G:Idliketotellyouthatsomefriendsarecomingtocelebratemybirthdaytonight.W

45、ouldyoupleasegetabirthdaycakeandsomefruitforme?FA:Yes,ofcourse.Whatkindoffruitwouldyoulike,bananas,tangerinesorgrapes?G:Somebananasandgrapes,please.FA:Howmanyofeach?G:Onekilogramofbananasandtwokilogramsofgrapes.FA:Yes,sir.Anythingelse?G:HmFA:Wouldyoulikesomeflowers?G:Thatsagoodidea.Canyouhelpmetoget

46、some?FA:Yes,Ican.Whatkindofflowerswouldyoulike?G:Abasketoftulips.FA:Yes.Abirthdaycake,somefruitandflowers.Isthatcorrect?G:Right.Now,hereisthemoneyforthem.Isitenough?FA:Ithinkitsquiteenough.G:Manythanks.FA:Itsapleasure.第40页/共88页 II.Make dialogue according to the situations(example)Situation 2:Thereis

47、somethingwrongwiththeTVintheMr.Whitesroom.Heasksafloorattendantforhelp.Practical Training(FA=Floorattendant,W=Mr.White,E=Electrician)FA:Housekeeping.MayIcomein?W:Comeinplease.FA:Whatsthematter,sir?W:Ah,ImafraidtheressomethingwrongwiththeTV.Thepictureiswobbly.FA:(Tryingtofixit,butinvain.)Illsendforan

48、electricianfromtheMaintenanceDepartment.Wecanhaveitrepaired.Pleasewaitjustafewminutes,Mr.White.(Sheleavestheroom.Fiveminuteslater,thereisknockonthedoor.)FA:Housekeeping,MayIcomein?W:(Openingthedoor)E:Goodevening,Mr.White.(Theelectricianenterstheroom,accompaniedbythefloorattendant.)TheTVsetisnotworki

49、ngwell,isit?W:No,itisnt.E:Letmecheckit.(Hefinishestherepairing.)Mr.White,everythingisOKnow.IsthereanythingelseIcandoforyou?B:No,thanks.Whatefficiency!(Takingsomemoney.)Thisisforyou.第41页/共88页 III.Reading Comprehension:(answer)Practical TrainingA Read the following Passages and decide whether the 5 st

50、atements are true of false.A Read the following Passages and answer the questions.(T)1.Asecurityplanisimportanttothehoteloperationandmanagement.(F)2.ABombscareisthegreatestthreattoanyhotel.(T)3.Thecarelessdisposalofcigarette-buttsandsmokinginbedmaycausefire.(F)4.Itsunnecessaryforallemployeestopartic