ChapterFiveHousekeeping(2)

Unit20RoomServiceServiceProcedureGreettheguest.Gettheinformationfromtheguest:whathewants;Specialdemandsforcooking;theguest’snameandhisroomnumberConfirm.TelltheguesttheorderwillbereadysoonWarmingupWho:Housekeeper,Housemaid,valet,laundrymanWorkingplace:Laundry，HousekeepingdepartmentServiceprogressandpracticalexpression:1.GreettheguestsGoodmorning,roomservice.MayIhelpyou?2.GettheinformationfromtheguestWhathewants:Whatwouldyoulike?Specialdemandsforcooking:Doyouhaveanyspecialrequirements?Theguest’snameandhisroomnumberCanIhaveyournameandroomnumber?3.Confirm4.TelltheguesttheorderwillbereadsoonYourorderwillarrivein20minutes.5.DeliverthefoodtotheguestroomRoomservice.MayIcomein?6.SpeakouttheorderandgivethebilltotheguestWouldyouliketopayincashorchargeittoyourroom?7.AsktheguesttosingthenameandroomnumberThisisyourbill.Pleasesignhere.8.ExpressyourwishesEnjoyyourself.Haveaniceday!Keypoints1.Theguestcangettheroomservicebytelephoneorbydoorknobmenu.客人可以通過電話或者填寫客房菜單獲得客房送餐服務(wù)。2.Asktheguestaboutthedemandsforcookingwhentheguestordersbytelephone.Youcanask:”Howwouldyoulikeyour…”Don’tforgettoaskthenumberofguest,youshouldpreparetheenoughsilverwarefortheguests.電話訂餐時，詢問客人對點餐的要求，可以這樣問：“我們怎么做您點的…..”。不要忘記問客人幾個人用餐，要準(zhǔn)備足夠的餐具給客人。3.Ifthereisminimumchargeorservicecharge,youhavetoexplainitclearlyinadvance.如果有最低消費或者服務(wù)費，一定要事先清楚地說明。Deliverthefoodtotheguestroom.Speakouttheorderandgivethebilltotheguest.Asktheguesttosignthenameandroomnumber.Expressyourwishes.Practice1BookingtheRoomServicebytelephoneNewwordsandexpressionsRoomservice,Continentalbreakfast,Americanbreakfast,toastwithbutter,aboiledegg,anextracharge,a10%servicecharge,assoonaspossiblePractice2SendingtheOrderedBreakfasttotheGuest’sRoomKeysentences:Mr.Black,Hereisyourbill.Pleasecheck.HowcanIpaythebill?We’llchargeittoyourroom.Pleasesignyournameandroomnumberhereonthebill.Thankyouforusingroomservice.HotelKnowledgeSomeChineseFoodasBreakfast:Noodleswithsoup,beefnoodles,stretchednoodles,deep-frieddoughsti