PartTwo

HousekeepingDepartment

Unit1:HousekeepingServiceLearningOutcome

Inthisunityouwilllearn:

Basicproceduresforroomcleaning

Howtointroduceroomfacilitiestoguests

HowtoguidegueststotheirroomsWarmUp

Workwithyourpartnertothinkofatleastfivewordsofexpressionsthatcanbeused

totalkaboutthefollowingtopics.Anexampleisgivenforeachtopic

Aboutroomtypesinthehotel.Aboutroomfacilities.AboutguestamenitiesAboutthingsinthedrawerSingleroom,Doubleroom,Standardroom,Suite,PresidentialsuiteWardrobe,hairdryer,TVset,air-conditioner,writingdeskshampoo,conditioner,comb,showercap,bathsoapstationery,envelop,faxpaper,postcard,ballpenSpeak&Drill

WordsandExpressionsprecedevt.

先于……；位于……之前cozyadj.

舒適的devicen.裝置；器具wardroben.衣柜，衣櫥extensionn.

分機(jī)ServiceInformationBooklet服務(wù)指南extensionnumber分機(jī)號(hào)碼supplyv.

向某人提供某物paneln.

控制板，嵌板nightstand放在床邊的小桌laundryn.

洗熨好的或需洗熨的衣物；洗衣店facilityn.

設(shè)施，設(shè)備vacatev.

空出，搬出assortmentn.各式各樣的聚合；混合物transformern.

變壓器onrequest根據(jù)需要tidyup整理；打掃ontime準(zhǔn)時(shí)takeabath洗澡feellike想要；想做某事freshenup梳洗；使煥然一新Episode1:

Introducingroomfacilities

F:FloorAttendantG:GuestSituation:(Mr.Smithhascheckedintoahotel.Hisroomis507.oncehecomesoutoftheelevatortohisroomthefloorattendantstepsforwardtowelcomehim)F:Goodmorning,Welcometothefifthfloor.I’mthefloorattendant.WhatcanIdoforyou?G:Goodmorning.WhereisRoom507?F:Oh,MrSmith.Thisway,please.Hereweare.Wouldyoulikemetoopenthedoorforyou?G:Thanks.F:(Heknocksonthedoorfirst,opensit,andprecedestheguestintotheroomandturnsonthelight.)Comein,please.G:Whenwillmybaggagearrive?F:Itwillbeherein10minutes.Howdoyoulikethisroom?

樓層服務(wù)員我們到了您覺得房間怎么樣？G:Itlookscomfortableandcozy.Ilikeit.F:MrSmith,hereisourhotel’sServiceInformationBooklet.Itgivesyouanideaofourservicesandfacilities.Foranyserviceyouneed,justdial7,andwewilltryourbesttosatisfyyourneeds.G:Thankyou.F:Thepanelonthenightstandcontrolsthedifferentdevicesintheroom,andthereisalaundrybaginthewardrobe.Thehotwaterissuppliedroundtheclock.G:Thatsoundsgood.Ifeelliketakingabathtofreshenup.F:IsthereanythingelseIcandoforyoubeforeIleavetheroom?G:Youhavemademefeelverywelcome.Willyoutellmethetelephonenumberofmyroom?F:Certainly.Theextensionnumberisjustthesameasyourroomnumber.G:Thankyouverymuch.F:Youarealwayswelcome.Ihopeyou’llenjoyyourstaywithus.飯店服務(wù)指南24小時(shí)不停地；不分晝夜地Episode2:

Cleaningtheguestroom

R:RoomAttendantG:Guest

Situation:(TheSmithsarewatchingTVintheirroomwhentheroomattendantknocksonthedoorandcomesin)R:Goodmorning,Mr.&Mrs.Smith.MayIcleanyourroomnow?G:Yes,please.Butit’salmost11o’clock,whydidn’tyoudoitearlier?R:I’mterriblysorry.Inpeakseason,Iusuallyhavetodothecheck-outroomsfirstunlessthereisarequest.G:Check-outroom?R:ACheck-outroommeansaroomwhichisbeingvacated.Wehavetogettheroomreadyforanotherguestagain..G:Isee.R:Wealwaystrytohaveroomsmadeupearlyonrequest.Justletusknowwhatyouneed.We’llbehappytohelpyou.G:Ok.Ihopeyoucancleanourroomearliernexttime..我能為您打掃房間嗎？離店房旺季R:Noproblem,MrSmith.G:Wouldyoubringussomecakesandflowersaftertidyingupourroom?Wearegoingtohaveasmallpartywithourfriends..R:Certainly,Mr.Smith.Whichkindofcakeswouldyouprefer?Wehaveanassortmentofcakestochoosefrom.G:Threechocolatecakes,please..R:Whendoyouneedthem?G:Atseven,tonight.R:Ok.We’llsendthemupontime.G:Thankyou.Onemorething,myelectricshaverisoperatedby110V.R:Don’tworry,sir.Wehavetransformersonloan.G:Good.CanIhaveone?R:Sure,Mr.Smith.I’llbringyouoneimmediately.G:Thankyou.R:Atyourservice.Hopeyouenjoyyourstayhereandhaveaniceevening..我們給客人提供變壓器隨時(shí)為您效勞A.Completethefollowingdialogue:R:RoomAttendantG:GuestR:Housekeeping.MayIcomein?G:Yes,whatisit?.R:_______________________對(duì)不起打擾您了。ButIwouldliketocleantheroom.CanIdoitnow？G:WellI’mexpectingsomefriendsatthemoment.I’msorrytodisturbyou.R:_____________________請(qǐng)問什么時(shí)候方便呢？G:Let’ssee.Couldyoucomeagainaround10a.m.?R:It’sallright.sir._______________________如果您不想被打擾，就把“請(qǐng)勿打擾”牌掛在門外.G:Thankyou.R:Ifyouneedanyhelp_______________________請(qǐng)撥9到房務(wù)中心。G:That’sverykindofyou..R:_______________________愿意隨時(shí)為您效勞。.

whencoulditbeconvenient?

I’malwaysatyourservice.

ifyoudon’twanttobedisturbed,pleaseputouta“DND”sign

Dial9toroomcenter,please

B.Role-play:

Scene1:

Guest:

YouareMr.Showers.YouhavejustenteredyourroomintheGreatWallHotel.It’sthefirsttimeforyoutocometoChina.Youwanttoknowhowtousethefacilitiesinyourroom.RoomAttendant:Yougreettheguestfirst.Andthenyoumakeanintroductionofthefacilitiestohim.Scene2:

Guest:

YouareMr.Smith.It’s9o’clockinthemorning.Theroomattendantwantstocleanyourroomnow.Butyouaregoingtovisitsomefriendssoonandyouwanttheroomattendanttocomebackhalfanhourlaterandcleanitwhenyouareout.Alsoyouaskforanearlycleaningtomorrow,asafriendiscomingtovisityouat9o’clocktomorrowmorning.RoomAttendant:

YouareaskingMr.Smithforpermissiontocomeintohisroomandcleantheroomforhim.C.Discussion:

Fromtheviewpointofaguest,areyousatisfiedwithyourroom?

Discussyouropinionswithyourpartner.Thefollowingpointscanbenotedforyourreference.

Basicpointsforyourreference:RoomtypesMinibarAirconditioningBathroomBeddingLightsandlampsCarpetCurtainsFacingdirectionofthewindowsRead&ActWordsandPhrasesexecutiven.

主管；行政領(lǐng)導(dǎo)assistantn.助手；助理attendantn.服務(wù)員co-operatev.合作；協(xié)作carpetn.地毯damagen.損壞characteristicn.

特征；特性heartfelta.

衷心的；誠(chéng)摯的turn-downservice做晚床服務(wù)LaundryService洗衣服務(wù)Ontopof除……之外occupancyrate入住率TheHousekeepingDepartment

TheHousekeepingdepartment,oneofthebasicdepartmentsinanyhoteloperation,isresponsibleforcleaningguestroomsandkeepinggoodorderofallrooms.Inasense,itispossibletosaythatanattractiveguestroomisoneofthemainproductsthatthehotelsells.Becauseofthis,theHousekeepingDepartmentisthebackboneofthehotel.脊梁，支柱。

Foralargehotel,it’slikelythattheHousekeepingDepartmentisheadedbyanexecutivehousekeeper,andwillhaveseveralassistants,manyroomattendants,andhousemen.Theheadorexecutivehousekeeperisinchargeofthewholeoperation:dealingwithguests’complaintsandco-operatingwithotherdepartments..客房部經(jīng)理經(jīng)理助理Theactualworkofcleaningandcaringfortheguestroomsisperformedbytheroomattendants.Theirdutiesincludereceivingtheguests,introducingroomfacilitiesandservices,makingorchangingbeds,dustingfurniture,sweepingorcleaningfloorsandcarpets,washingbathrooms,replacingtowelsandtablecloths,makinguproomsanddoingturn-downservice.清掃房間Theyshouldalsobereadytosupplysomeextraservicesinordertosatisfytheguests’reasonablerequests.Thesemightinclude:wake-upcalls,RoomService,LaundryServices,andBaby-sitting.WheneverandWhereverpossible,thestaffshouldoffertodoextrathingsfortheguests.Ontopofthoseservices,theyarealsoexpectedtocheckrooms,reportanydamagetomaintenanceandhandleunexpectedemergency.提供客人的合理需求Itshouldbenotedthatthemostimportantcharacteristicsinthehousekeepingstaffisthewillingnesstoserveandpleasetheguests.Thehousekeepingstaffcandoagreatdealtoassureahighoccupancyrate,notonlythroughjobefficiency,butalsothroughprovidingheartfelt,warmservicesfortheguests.入住率A.ReadthepassageandthenmarkthefollowingstatementsT(True)orF(False):()TheHousekeepingdepartmentisresponsibleforcleaningguestroomsandkeepinggoodorderofallrooms.()TheHousekeepingDepartmentisthebackboneofthehotel.()Theactualworkofcleaningandcaringfortheguestroomsisperformedbytheexecutivehousekeeper.()Roomattendants’dutiesincludereceivingtheguests,introducingroomfacilitiesandservices,()WheneverandWhereverpossible,thestaffshouldoffertodoextrathingsfortheguests.Answer: T,T,F,T,TB.PutthefollowingintoEnglish:客房部是酒店經(jīng)營(yíng)中的基礎(chǔ)部門之一，主要負(fù)責(zé)所有客房的清潔和整理工作.TheHousekeepingdepartment,oneofthebasicdepartmentsinanyhoteloperation,isresponsibleforcleaningguestroomsandkeepinggoodorderofallrooms.

客房部經(jīng)理負(fù)責(zé)整個(gè)部門的工作，包括處理客人投訴。Theheadorexecutivehousekeeperisinchargeofthewholeoperation,includedealingwithguests’complaints。具體的客房清潔和照管工作由客房服務(wù)員完成。Theactualworkofcleaningandcaringfortheguestroomsisperformedbytheroomattendants.客房部員工最重要的特性是竭誠(chéng)為客人服務(wù)并使客人滿意。Itshouldbenotedthatthemostimportantcharacteristicsinthehousekeepingstaffisthewillingnesstoserveandpleasetheguests.客房部員工的職責(zé)包括接待客人，介紹房間設(shè)施和服務(wù)，整理床鋪等。

Theirdutiesincludereceivingtheguests,introducingroomfacilitiesandservices,makingorchangingbeds,etc.GroupWork

Solicitingprocedureofturn-downservice

Step1Dividetheclassintoseveralgroups.Step2Askeachgrouptodecideontheirownarrangementofthetaskorderindetail.

Step3Onestudentofeachgroupplaysasasupervisortotrainotherstudentsinthegroup.Eachgroupissupposedtoperformtheirtasks.Groupmembersshouldtrytheirbesttoreachareasonableprocedure.Step4After15minutes,inviterepresentativesfromallgroupstoreporttheirtaskandperformit.Step5Closebyaskingtheothergrouptostatetheiropinions.Procedureofturn-downservice

Liftcornerofquiltnearthetelephoneandfoldthecornerintoatriangle.FoldandstorebedspreadandcushionsinsidetheclosetStraightenandplacepillowneatlyonthebed.Ensurepillowcaseopeningisfacinginwards.Closethe