您好,欢迎访问三七文档
当前位置:首页 > 商业/管理/HR > 管理学资料 > house-keeping-service
HousekeepingServiceServicepositionTheHousekeepingDepartmentisoneofthemainoperationaldepartmentofahotel.It’smaindutyistoseethecleanlinessandgoodorderofalltheroomsandpublicareasinthehotel,provideallkindsoffacilitiesandservicessoastocreateaconvenient,comfortable,tidyandsecurelivingenvironmentfortheguests.Moreover,italsoprovidessupportsforotherdepartmentandcoordinatestheworkcloselywithotherdepartment.SkillsIntroducingthefacilitiesintheroom,theservicesandtheservicefacilitiesofthehoteltheguest.Cleaningtheroom,providingturn-downservice,extendingabed,handingthelaundryservice,providingtheroomserviceandthemaintenanceserviceDealingwiththecomplaintsandmeetingtheguest’sspecialneed.Sometimestheclerksneedtoshowtheguestshowtousetheelectricfacilitiesandhowtousethesafetydepositboxintheroom.AttainmentsCommunicationinEnglishSpecialskillsSeriousandcarefulworkingattitude.ChapteroneProcedureofservice•Knockatthedoorgentlythreetimes•Say:“housekeeping•Asktheguestwhetherhecangointotheroom.•GreettheguestCleaningtheroom•Asktheguestwhetherhecancleantheroomnow.•CleantheroomOpenthewindow-Disposetherubbish-Makethebed-Cleanthebathroom-Replenishthesupplies-Vacuumthefloor-self-check•Expressyouwishestotheguest.Turningdownthebed•Asktheguestifhewantsturn-downservicenow.•TurndownthebedTurndownthebed-Dropthecurtaintogether-Turnonsomelights-Cleanthebathroom-Bringinthefreshtowels-Havealookaroundtobesureeverythingisdone.•Expressyourwishestotheguest.Keywords枕头pillow地毯carpet电水壶electricpot被子quilt烟灰缸ashtray针线包sewing毯子blanket台灯tablelamp备用毯extrablanket衣架coat床单sheet衣刷clothesbrush床罩bedcover洗衣袋laundrybag窗帘curtain洗衣单laundrylistWhattimewouldyoulikemetocomebackH:Goodevening.Housekeeping.MayIcomein?G:Comein,please.H:Goodevening,sir.MayIdotheturn-downserviceforyounow?G:Oh,I’mexpectingsomefriends.H:Whattimewouldyoulikemetocomeback?G:Pleasecomebackfortheturn-downserviceat10:30.Couldyoucleanthebathroomformenow?Thebathroomisindisarray.Myfriendwillbehereshortly.H:Itwillonlytakemefiveminutestocleanthebathroom.G:CouldIhaveanextrabed?Oneofmyfriendwillstayherewithmeforanight.H:Ofcourse.Butpleasecallthefrontdeskfirst.Withthepermissionofthefrontoffice,I’llgetyouonewhenIcamebacktoturndownyoubed.G:OK,I’llcallthemthen.H:Thebathroomiscleannow.G:Thankyouverymuch.H:Youarewelcome.Ihopeyouhaveaverypleasantevening.W:letmeconfirmyourorder:Mrs.Hibbardinroom1926hasbookedacontinentalbreakfast;H:ricenoodles,meatpieandsoybeanmilkandtwosoftboiledeggs.Isthatright?H:Exactly.Isthereanextrachargeforroomservice?W:Weadda10%servicecharge.H:OK.Pleasesendthemassoonaspossible.W:Youorderwillarrivein15minutes.Seeyou.ParttwoRoomServiceProcedureofserviceBookingtheroomserviceGreettheguest.Gettheinformationfromtheguest.whattheguestwantsthespecialdemandsforcookingtheguest’snameandhisroomnumber.ConfirmwhattheguestbooksTelltheguesttheorderwillbereadysoon.Deliveringthefoodtotheguest’sroomDeliverthefoodatthegateoftheguestroom.Knockatthedoorgently.Announce:“roomservice.MayIcomein?”Speakouttheorderandgivethebilltotheguest.Asktheguesttosignthenameandroomnumber.Expressyourwishes.Keywords黄油吐司toastwithbutter馅饼meatpie小米粥milletgruel汤圆sweetdumping煮的很嫩的鸡蛋softboiledeggs豆浆soybeanmilk米粉ricenoodles汤面Noodleswithsoup牛肉面beefnoodles拉面stretchednoodles炸酱面noodleswithsoybeanpaste饺子dumping汤圆sweetdumping混沌wontonGuidanceofservicelanguage1、ExplainingtheRoomService客房送餐服务一天24小时都提供。Roomserviceisavailable24hoursaday.客房送餐服务要加10%的服务费。Thereisanextraservicechargeof10%fortheroomservice.我们要另加10%的服务费。Weadda10%servicecharge.我们提供美式,欧式和中式早餐,您要订哪一种?Weofferthreetypesofbreakfast:American,continentalandChinese.Whichonewouldyouprefer?我们会把费用加在您房间额账单上。请在账单上签上您的姓名和房间号。We’lladdthecoasttoyourroombill.Pleasesignyournameandroomnumberhereonthebill.2、Gettingtheinformationfromtheguest.您要订哪一种早餐,美式还是欧式?Whichbreakfastwouldyouprefer,Americanorcontinental?您点的鸡蛋/牛扒要怎样做?Howwouldyoulikeyoureggs/steak?您喜欢那种果汁,西柚汁还是橘子汁?Whichkindofjuicewouldyoulike/prefer,grapefruitororange?您喜欢火腿还是咸肉夹蛋?Wouldyoulikehamorbaconwithyoureggs?DialogueW:goodmorning,roomservice.WhatcanIdoforyou?H:I’dliketobookyourroomserviceforbreakfast.W:Weofferthreetypesofbreakfast:American,continentalandChinese.Whichonewouldyouprefer?H:whatdoesacontinentalbreakfasthave?W:orangejuice,toastwithbutter,coffeeortea.H:I’lltakeit.W:coffeeortea?H:coffee.I’dliketobookaChinesebreakfastformyhusband.Whatdoesitcontain?W:ricenoodles,meatpie,milletgruel,sweetdumping,soybeanmilkandboiledegg.Youcanchoosefromthem.H:ricenoodles,meatpieandsoybeanmilk.AndI’dliketwoboiledeggsaswell.W:howwouldyoulikeyoureggs?H:softboiled.W:mayIhaveyounameandroomnumber,please?H:Mrs.Hibbardinroom1926.
本文标题:house-keeping-service
链接地址:https://www.777doc.com/doc-4456990 .html