1、Hotel English,Chapter 4 Housekeeping Service English Lecturer: Yanling Yu,Contents,Part 1 - Listening Comprehension,Meet the cast,1. Why didnt Steve warn everyone about the fire drill? He thought people wouldnt take it seriously 2. As Hotel Manager what is Steve responsible for? The safety of guests

2、 and staff 3. What didnt some of the staff know during the drill? Where the meeting point was 4. What is Jenny preparing? A training plan 5. What needs to be fixed? One of the fire doors,Part 2 Key Points Today,Guest room services Laundry Service Security service Other service,1. Definition,What is

3、Housekeeping? Dictionary definition: “One who does or oversees the work of keeping house” Private Family Home: Includes taking care of the kitchen along with the rest of the house Hotels: Does not include the kitchen Housekeeping department is one of the most important components（組成部分） of the hotel,

4、 which mainly deals with the room-related affairs, and provides room-related services to the guests.,The housekeeping department is the backbone of a hotel. In a sense, it is possible to say that a clean and attractive guest room is the product that the hotel sells. The main duty of the housekeeping

5、 department staff is to see to the cleanliness and good order of all rooms in the hotel. The laundry and valet service and many personal services are also parts of their jobs. And they must coordinate the work closely with the front office. This department as a whole is required to make the guests s

6、tays comfortable and pleasing. Any reasonable request must be fulfilled. But good service means more than fulfilling requests. Whenever and wherever possible, the staff should offer to do extra things for the guests. What is more, whenever there is an opportunity to “sell”, the staff should take it

7、and suggest that guests use the hotel services as much as possible. They should make sure that they are really selling what the guest wants to buy.,2. Management Range (主要管理范圍),Floor Area 樓層區(qū)域 Public Area (P.A.)公共區(qū)域 Room Center 客房中心 Laundry (Washhouse) 洗衣房 Cotton House 布件房（布草間） Room (Suite) 客房 Garde

8、n 花園,Question no. 1: What Guests Want Good Service Price / Reasonable Rates Clean Appearance Name / Reputation Convenient Location,1.Clean Appearance 2.Convenient Location 3.Price / Reasonable Rates 4.Good Service 5.Name / Reputation,Question no. 2: Why do guests return to a hotel? A.Advertising eff

9、orts B.Cleanliness of hotel C.Price D.Service features,Housekeeping The heart of the lodging industry The toughest job in the business Largest Department in the Hotel Staff Payroll Responsibility “Eyes about 30 min. per room (this equals 15 rooms per day + hour break) Divide number of occupied rooms

10、 by number of rooms to be assigned to each room attendant * Based on 7 hours per day,13. LIST OF TASK HOUSEKEEPING STAFF,H/01- Cleaning procedures H/02 Polishing H/03 - Preparing guest room H/04 - Dealing with guest laundry H/05 - Dealing with lost and found property H/06 - Dealing with guests speci

11、al requests H/07 - Employing personal grooming and hygiene techniques,H/08 - Using the telephone H/09 - Preparing public / function rooms H/10 - Dealing with pests H/11- Receiving and issuing linen H/12 - Dealing with complaints H/13 - Transferring guests H/14 - Taking fire prevention and safety act

12、ion,H/15 - Dealing with repairs and maintenance H/16 - Creating floral and decorative arrangement H/17 - Repairing fabrics H/18 - Removing stains H/19 - Marking fabrics H/20 - Taking action in emergencies H/21 - Coordinating work with front office H/22 - Seasonal closing down H/23 - Planning and con

13、trolling work at the department,H/24 - Inspecting the guest rooms H/25 - Record keeping H/26 - Giving on-the-job training H/27 - Taking inventory H/28 - Drawing up duty rosters H/29 - Supervising work in the department H/30 - Advising management,Useful phrases and sentences,Before entering the room

14、客房服務(wù)，請(qǐng)問能進(jìn)來嗎？ Housekeeping, may I come in? 不好意思，請(qǐng)問現(xiàn)在可以清理房間嗎？ Excuse me, may I clean the room now? 先生，需要我等會(huì)兒再來嗎？ Shall I come back later, sir? 您希望我什么時(shí)候再來？ What time would you like me to come back?,您什么時(shí)候更合適呢？ When would be better for you? 您什么時(shí)候更方便呢？ What time would be convenient for you? 我過半小時(shí)再來好嗎？ Sha

15、ll I come back in 30 minutes? 當(dāng)您需要清掃房間時(shí)，可以給前臺(tái)打電話。 You can call the front desk when you want your room done.,What should you say: C1 sorry, I am a bit tied up now. C2- could you wait another 30 minutes, please?,Cleaning the room 我可以吸塵嗎？ May I vacuum the room now? 我?guī)湍硪幌聲篮脝幔?May I tidy up your desk?

16、 為了清潔書桌，我可以移動(dòng)您桌子上的物品嗎？ May I move the things on your desk so that I can dust it? 可以移動(dòng)一下您的行李嗎？ May I move your luggage?,What should you say: C1 Im on the phone now. C2- Just leave the things as they are, please.,Scene: The room attendant (RA) with a trolley meets the Bellows in the corrior. RA: Good

17、morning, Mr. and Mrs. Bellow.May I come through, please? Mrs. Bellow (M): Good morning. Its almost 11 oclock, and our room hasnt been made up yet. RA: Im so sorry, madam. I was just coming along to your room. Ill be there as soon as I finish this one. M: Really. Could you do our room first next time

18、? We always seem to be last. RA: Well, I have a section of fourteen rooms, and I always do the check-out rooms first unless there is a request. Mr.Bellow (B): Check-out rooms? What are they? Do you mean that the people who go out early get their rooms done first? If that is so, we were out at 7:30 t

19、his morning. RA: A check-out room means where the guests are leaving the hotel at the end of their stay. We have to get the room ready for sale by the front office. B: Well, we would like to take a nap after lunch.,RA: Yes, I see. Your room will be ready in half an hour, Mr.and Mrs. Bellow. M: Can y

20、ou do this for us every day? RA: Certainly, Mrs. Bellow.We always try to have rooms made up early on request. Just let us know what you need, and if we can, well oblige. Your room number is 902 now? B: How nice of you to remember our name and room number! RA: Thank you. B: I suppose there is a lot o

21、f work for you. Is the hotel full? RA: Yes, sir. The occupancy is very high. This is the peak season in Sanya. B: Well, thank you for your kindness. M: We do appreciate the favour of your putting our room first. RA: My pleasure. I hope you are enjoying your stay with us. B: Oh, we are, immensely! Go

22、odbye. RA: Enjoy your lunch, Mr.and Mrs. Bellow.Your room will be ready before you come back from the restaurant, I promise. Excuse me, please (as the room attendant pushes the trolley in front of the guests).,Laundry Service,Introducing laundry service 我們酒店提供洗衣服務(wù)。 Our hotel offers laundry service.

23、快洗的衣服4小時(shí)內(nèi)可送回。 For express service, the clothes will be back within four hours. 上午12點(diǎn)前送普通洗的衣物當(dāng)天晚上6點(diǎn)前可送回。 For ordinary service, clothes collected before 12 am will be back by 6 pm of that day. 如果晚上6點(diǎn)前送洗的衣物，次日中午12點(diǎn)送回。 Clothes collected before 6 pm will be back by 12 pm the next day. 請(qǐng)?zhí)顚懸幌孪匆聠巍?Could you

24、 please fill in the form, please? 洗衣單和洗衣袋在寫字臺(tái)右邊的第一個(gè)抽屜里。 The luandry forms and the bags are on the top right-hand desk drawer.,Collecting clothes 您一共有四件衣服在洗衣袋里，對(duì)嗎？ There are 4 pieces of clothes in the laundry bag, is that correct? 您的洗衣袋里應(yīng)該有3件t恤， 但是這里只有兩件。 There should be three T-shirt in your bag, bu

25、t there are only two. 您的洗衣袋里的衣物與洗衣單上的不符。 The items in your bag dont match up with the items on the laundry list. 這件只要燙干對(duì)嗎？ Is this for pressing only?,這件衣服需要干洗對(duì)嗎？ Is this for dry cleaning? 這件衣服需要手洗對(duì)嗎？ Is this for hand washing? 這件衣服只能水洗嗎？ Is this for washing only? 您要快洗服務(wù)還是普洗服務(wù)？ Would you like express

26、service or normal service? 加收50%的費(fèi)用，我們?cè)?小時(shí)內(nèi)洗好送還。 We will deliver it within 4 hours at a 50% extra charge.,我們提供兩小時(shí)的快洗服務(wù)。 We have a two-hour quick service. 快速服務(wù)需要額外付50%的費(fèi)用。 There is an extra charge of 50% for express service. 我們會(huì)在明天中午以前送回您房里。 We will deliver it to your room by tomorrow noon. 很抱歉，我們沒有清

27、晰皮料所需的特別設(shè)備。 Sorry, but we dont have the special equipment necessary to clean leather. 請(qǐng)您重新填寫一下洗衣單好嗎？ Could you fill out a new form, please? 請(qǐng)您在變更這里簽名好嗎？ Could you sign for the change?,Handling laundry complaints 我們馬上調(diào)查這件事。 We will check it right away. 您能描述一下它的樣子嗎？ Could you please describe it? 我們?nèi)ゲ榭?/p>

28、一下您的衣物是否已送還。 We will check if your laundry has come back yet. 一旦找到了您的衣物，我們會(huì)盡快送還給您。 We will bring them up to your room as soon as we find it. 這是您送洗的衣物，很抱歉讓您久等了。 This is your laundry. Sorry for the delay.,您的襯衫被送錯(cuò)了，非常抱歉給您帶來不便。 We made a mistake while delivering your shirt. We are very sorry for the inc

29、onvenience. 我們會(huì)把它拿回去再重新洗一次。 We will take it back and clean it again. 我把衣物送還洗衣部好嗎？他們可能可以修復(fù)。 May I take it back to the laundry? They may be able to fix it. 如果您依然不滿意，我們可以補(bǔ)償您的經(jīng)濟(jì)損失。 If you are still not satisfied, we will refund your money.,What should you say: C1 can you send someone to room 356 to pick

30、 up my laundry? C2- Id like to know how long your laundry service usually take. C3 how about the rates? C4 where is my laundry? C5 I checked my returned laundry, and found a shirt missing. C6 my suit came back and it looks terrible!,Explaining How to Get the Service,RA: Excuse me, Mr. Bellow.Have yo

31、u any laundry? The laundryman is here to collect it. Mr. Bellow (B): No, not now, thank you. RA: If you have any, please just leave in the laundry bag behind the bathroom door. The laundryman comes over to collect it every morning. B: Thank you. RA: Please tell us or notify in the list whether you n

32、eed your clothes ironed, washed, dry-cleaned or mended and also what time you want to get them back. B: I see. What if there is any laundry damage? I wonder if your hotel has a policy on dealing with it. RA: In such a case, the hotel should certainly pay for it. The indemnity shall not exceed ten ti

33、mes the laundry. B: That sounds quite reasonable. I hope theres no damage at all. RA: Dont worry, sir. The laundry Department has wide experience in their work. B: All right. Thank you for your information. RA: Not at all.,Suggesting the Express Service,Laundry clerk(C): What can I do for you? M: Co

34、uld you send someone up for my laundry, please? Room 908,Bellow. C: Certainly, Mrs Bellow.A valet will be up in a few minutes. M: Good.I also have a silk dress which I dont think is colorfast. Will the color run in the wash? C: Well dry-clean the dress. Then the color wont run. M: Youre sure? Good!

35、And the lining of my husbands jacket has come unstitched. It might tear over further while washing. C: Dont worry, madam. Well stitch it before washing. M: Thats fine. Now, when can I have my laundry back? C: Usually it takes about two days to have laundry done. But would you like express service or

36、 same-day? M: What is the difference in price? C: We charge 50% more for express, but it only takes 5 hours. M: And for same-day, will I get the dress and skirt back this evening? C: Yes, madam. We close at 6 oclock, and all deliveries will be made before then. M: Ill have express then. Oh, I think

37、your valet is at the door. C: Please feel free to ask him anything. Also, please refer to your laundry list for further information. Thank you for calling and have a nice day.,“Honesty is the Best Policy.”,RA: Excuse me, madam and sir. Your clothes are ready. Will you see if they are all right? Mrs. Bellow (M): Very good. RA: Here they are A silk dress (handing out the clothes one by one). And a pair of gloves. And a skirt. And a jacketAnd a mans suit. M: Oh, how nice! The stain on my skirt has all been removed and the skirt looks just like a new one. Your laund