Chapter2HouseKeepingUnit13RegularServicesinGuestRooms

1、Chapter 2 House KeepingUnit 13Regular Services in Guest Roomsobjectives1. 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.Do you know the following

2、 equipment ?air conditioning dressing table stools Background information:Do you know the following equipment ?luggage rack table lamp Background information: towel hotel disposable Get to know the tools used for cleaning the room trolley mops and detergents sheets and mattress doorframe rubber glov

3、es curtain 國外使用的電源插座和中國大陸的是不一樣的，其插孔形狀以及電壓、電流負(fù)荷也不同。因此，很有可能他們需要向酒店借用對應(yīng)的插座，才能使用。在為客人提供電源插座的時(shí)候要注意問清楚電壓是多少伏特(Volt)、電頻是多少赫茲(Hz)。 Outlet 電源插座 Curtain 窗簾Clotheshanger 衣架Pillow 枕頭Pillow case 枕袋Quilt 被子Blanket 毛毯Extra bed 加床Hard mattress 硬床墊Soft mattress 軟床墊Laundry list 洗衣單Laundry bag 洗衣袋Sewing kit 針線包Towel 毛

4、巾Shampoo 洗發(fā)水Conditioner 護(hù)發(fā)素Toothbrush 牙刷Toothpaste 牙膏Soap 香皂Tissues 面巾紙Toilet paper 衛(wèi)生紙Comb 梳子Bath tub 浴缸Bath towel 浴巾Face towel 小方巾Bath mat 地巾Shower cap 浴帽Bath robe 浴袍Hairdryer 吹風(fēng)機(jī)Tap 水龍頭Coffee table 茶幾Bedhead 床頭Electric kettle 電熱水壺Chips 薯片Slippers 拖鞋F(xiàn)older 文具盒Writing paper 信紙Envelope 信封Wardrobe 衣柜

5、Drawer 抽屜Vanity/dressing table 梳妝臺Bed cover 床罩Sheet 床單Luggage 行李Do not disturb 請勿打擾Light bulb 電燈泡Breakfast card 早餐卡Ashtray 煙灰缸Matches 火柴Tea 茶Coffee 咖啡Shoes board 鞋拔子Iron 熨斗Ironing board 熨衣板Floor lamp 落地?zé)鬞able light 臺燈Adapter 插頭Extension code 接線板Transformer 變壓器Chair 椅子Trolley 工作車Mineral water 礦泉水Door

6、 knob 門把手Nuts 果仁Switch board 控制板Safety box 保險(xiǎn)箱Bedside table 床頭柜Door bell 門鈴Living room 客廳King size bed 雙人床TV remote control 電視遙控器Rubbish bin 垃圾桶Flash light 手電筒Key hole 取電器Wall lamp 壁燈Bed room 臥室Twin beds 單人床Imperial guide 京城御鑒Data line 數(shù)據(jù)線Peep hole 門鏡貓眼Lamp shade 燈桿Quilt cover 被罩No smoking card 請勿吸煙

7、卡Bed skirting 床裙Fax form 紙Scissors 剪刀Shoe basket 鞋筐Door stopper 門堵Ceiling 天花板Toilet bowl 馬桶Alarm clock 鬧鐘Wall picture 掛畫Ball pen 圓珠筆Shoe shine mitt/paper 擦鞋布Razor /shaver 剃須刀Candy bottle 糖果盅Safety chain 安全鏈Bathroom scale 體重秤Tray 托盤Telephone Mini bar 小酒吧Cotton ball 棉球Shower head 噴頭Tissue paper box 面布

8、紙盒Note pad 變遷Carpet 便簽Door handle 門把手Sanitary bag 衛(wèi)生袋Airconditioner 空調(diào)Refrigerator 冰箱Plant 植物Rubber mat 防滑墊Hook 掛衣鉤Vase 花瓶Shower cap 浴帽Shower curtains 浴簾Wash Basin 面盆Bed pad 白拍Bed head board 床頭板Shopping bag 購物袋Sheer curtain 紗簾Key insert 取電器Lock 門鎖Sill 窗臺Pot 冷水壺Soap dish 皂碟Clothes brush 衣刷Towel rail

9、毛巾架Wall paper 墻紙Arm chair 扶手椅 Cup 茶杯Mug 口杯Mirror 鏡子Dialogue 1 RA: Good morning, Mr. and Mrs. White. May I come through, please?M: Yes, please. By the way its almost noon, and our room hasnt been made up yet.RA: Im very sorry, sir. I was just coming along to your room. Ill be there as soon as I finis

10、h this one.M: Really? Could you do our room first next time? We are always the last.RA: Well, I have a section of fourteen rooms, and I always do the check-out rooms first unless there is request. Now that youve asked me to do so, Ill be glad to.W: Check-out rooms? What are they?RA: A check-out room

11、 means a room which is being vacated at the end of a guests stay. We have to get the room ready for sale again by the Front Office.M: 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. White.M: Can you do this for this every day?RA: Ce

12、rtainly, Mrs. White. 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 1202.M: Good. We do appreciate the favor of your putting our room first.RA: My pleasure. I hope you are enjoying your stay with us.A: Youre welco

13、me. ( RM= room attendant, M= Mrs. White, W= Mr. White ) Cleaning the Room Dialogue 2 Changing the Room AM: Good morning, sir. What can I do for you?W: Im White. Im in Room 608. Can you change the room for me? Its too noisy. My wife was woken up several times by the noise the baggage elevator made. S

14、he said it was too much for her.AM: Im awfully sorry, sir. I do apologize. Room 608 is at the end of the corridor. Its possible the noise is heard early in the morning when all is quiet.W: Anyhow, Id like to change our room.AM: No problem, sir. We manage it. How about Room 602? Its rather quiet. The

15、 room rate is the same as that of Room 608.B: Very well.AM: Please fill in this room changing form.( Mr. White goes through the formalities.)Heres the key to Room 602. The bellman will help you with your baggage. Please return him the key to Room 608.B: What efficiency! I hope Ill have a sound sleep

16、 this evening.AM: Be sure, Mr. White. If there is anything more you need, please let us know.（ RM= room attendant White= W ）Dialogue 3 ( FA= floor, G= guest ) FA: Good morning, sir. After you, please. ( He makes way for him to pass by)G: Good morning. Would you please do me a favor?FA: Yes, sir. Im

17、always at your service.G: My son is coming for the summer holidays next week. Could I have an extra bed, a kind of roll-away?FA: Please contact the Front Office first. Ill get you the extra bed with their permission.G: Have you any idea how much an extra bed costs?FA: Its US $ 20 for one night.G: By

18、 the way, could you get us a few more hangers? We have so many clothes. We are long-staying guests, as you know.FA: Yes, sir. We are happy to have you. We do hop you are enjoying your stay with us.G: Thanks. Could you change a pillow for me? This one is too thin, and with a stain on it.FA: Certainly

19、, sir. Ill see to it right away. I do wish we had known earlier.G: How nice of you to say so!FA: Its my pleasure. Ill be back in a minute, sir. Adding beds Dialogue 4 Turn-down Services ( CM= chamber maid, M= Mrs. White, W= Mr. White)CM: Housekeeping. May I come in?W: Yes, please.CM: Good morning, M

20、r. and Mrs. White. May I do the turn-down service for you now?M: Oh, thank you. But you see, we are having some friends to celebrate my birthday here. Could you come back later?CM: Certainly, Mr. White. What time would it be convenient for you?M: Could you come again in three hours?CM: Im afraid Ill

21、 be off then. But I will let the overnight staff know. They will come then.M: Thats fine. Well, our friends seem to be a little late. Would you tidy up a bit in the bathroom? Ive just taken a bath and it is quite a mess now. Besides, please brig us a bottle of just boiled water. Wed treat our guests

22、 with special Chinese tea.Dialogue 4 ( CM= chamber maid, M= Mrs. White, W= Mr. White) Turn-down Services CM: Yes, Mr. White. Ill bring in some fresh towels together with the drinking water.M: Thats fine.CM: ( Having done all on request)Its getting dark. Would you like to draw the curtains for you?M:

23、 Why not? That would be so cozy.CM: May I turn on the lights for you?W: No, thanks. I like this atmosphere.CM: Yes, sir. Is there anything else I can do for you?M: No more. Youre a smart girl indeed. Thank you very much.CM: Im always at your service. Good-bye, Mr. and Mrs. White, and do have a very

24、pleasant evening.Dialogue 5 Claim and Damage ( O= operator, G=Guest)G: Hello, operator? This is Lucas speaking.O: Yes. What can I do for you?G: Id like to speak to the housekeeper. Im in Room 403. I have some bad news to tell him. ( The operator puts the call through.)H: Whats the bad news, sir?G: T

25、his is Mr. Lucas. I went out this morning and the children played hide-and-seek in the room. They broke the reading lamp on the desk and the curtains fell to the ground. Could you send someone to fix the curtains and bring me another lamp?H: Of course, sir. Ill send someone from Maintenance Departme

26、nt to your room. Thank you for calling.G: Im terribly sorry.H: Thats nothing. Well take care of that, Mr. Lucas. But Im afraid youll have to pay for the damage.G: Oh, I will.H: May I have your room number, sir?G: Room 403.H: Yes, Room 403. Dont worry. Ill see to it at once. Good-bye.G: Good-bye. Sen

27、tences for Imitation: Expressing apology:1. Im very sorry, sir.2. Im awfully sorry, sir.3. I do apologize.4. Im terribly sorry.Making complaints:1. By the way its almost noon, and our room hasnt been made up yet.2. Its too noisy. My wife was woken up several times by the noise the baggage elevator m

28、ade. Knowledge Tips清潔并檢查客房、補(bǔ)充用品。A負(fù)責(zé)客房高標(biāo)準(zhǔn)的服務(wù)及清潔工作。B根據(jù)樓層主管的指導(dǎo)，清掃空房，客人已離店房間及入住房間。C將無行李、少行李及外宿房間報(bào)告客房部辦公室或樓層領(lǐng)班。D檢查房間，準(zhǔn)備“房間狀態(tài)匯報(bào)”。E補(bǔ)充客房供應(yīng)品，包括小酒吧用品。F上報(bào)客房設(shè)施的丟失和損壞情況，及時(shí)下單維修?？头糠?wù)員崗位職責(zé) DialoguesNew Words and Expressions1. trolley troli n. 手推車，電車，手搖車 v. 用手推車2. corridor korido: n. 走廊，回廊，通路3. section sekn n. 一段，部分

29、4. check-out ekaut n. 結(jié)賬，退房，檢查5. vacated vkeitid adj. 騰出的，空出的， 離職的6. nap np n. 小睡，小盹7. oblige blai n. 迫使，施恩惠于8. appreciate pri:ieit vt.欣賞，領(lǐng)會(huì)，感謝9. apologize pldaiz vi. 道歉，謝罪，認(rèn)錯(cuò)10. formality f:mliti n. 遵循的規(guī)范，正式11. efficiency ifinsi n. 效率，功率，效能DialoguesNew Words and Expressions12. pillow pilu n. 枕頭13.

30、stain stein n. 污跡 v. 戰(zhàn)舞，給.著色14. turn-down service t:n-daun s:vis 做晚床15. convenient kenvi:njnt adj. 便利的，近便的16. overnight uvnait adv. 一夜，突然17. towel taul n. 毛巾，手巾18. cozy kuzi n. 舒適的，安逸的19. operator opreit n. 操作人員，接線員20. maintenance meintinns n. 維持，保持，維修Service procedure of cleaning the roomKnock at t

31、he 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.Clean the room: Open the window; Disposal the rubbish; Make the bed; Clean the bathroom; Replenish the supplies; Vacuum the floor; Self-check.Express

32、your wishes to the guest. 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.Service procedure of changing the roomGreet the guest.Ask the guest for his room

33、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.Service procedure of extending the stayGreet the guest.Get the information from the guest: The

34、room number. The type and number of rooms. The time of extending stay.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.Thank you.Goodbye!Ok! Lets say goodbye! Unit 14 Pe

35、rsonalized Service Background Information飯店個(gè)性化服務(wù)的概念 飯店的規(guī)范化服務(wù)，是指飯店為滿足所有客人的共性需求而提供的標(biāo)準(zhǔn)化服務(wù);而飯店的個(gè)性化服務(wù)，則是指飯店為滿足不同客人的個(gè)性需求而提供的針對性服務(wù)。飯店的個(gè)性化服務(wù)起源于海外發(fā)達(dá)國家，稱之為Personalized Service或Individualized Service。之所以提出個(gè)性化服務(wù)概念，主要是因?yàn)槲鞣斤埖陿I(yè)在近百年發(fā)展過程中，發(fā)現(xiàn)飯店提供的標(biāo)準(zhǔn)化服務(wù)不能使客人完全滿意。因?yàn)榭腿说男枨笞兓獪y，標(biāo)準(zhǔn)化的服務(wù)只能滿足客人表面的基本需求，而不能滿足客人隱含的個(gè)別需求。在這種背景下，飯店

36、經(jīng)營者開始認(rèn)識到，飯店的服務(wù)必須站在客人的角度隨機(jī)應(yīng)變，否則標(biāo)準(zhǔn)化服務(wù)會(huì)演變成機(jī)械化服務(wù)，個(gè)性化服務(wù)由此產(chǎn)生。即飯店要達(dá)到高質(zhì)量的服務(wù)水平，必須能提供滿足不同客人個(gè)性需求的針對性服。 Content DialoguesSentences for Imitation:Knowledge Tips Practical Training RA: Good morning, sir. What can I do for you?W: Some friends of ours are going to visit us this evening. Would you please buy some fr

37、uit for me?RA: Sure. What kinds of fruit d o you want, apples, oranges, bananas or grapes?W: All except grapes.RA: How many of each?W: One kilo of each will be enough.RA: Yes, sir. Dont you need some refreshments and drinks?W: Well, Ive ordered some cold dishes and some pastry. Ill need two more Bud

38、weiser and a pack of Kent.RA: Yes, Mr. White, two more cans of Budweiser and a pack of Kent. Do you need some flowers?W: Thats a good idea. Can you help me to get some?RA: Certainly, sir. What kind of flowers would you like?W: A basket of lilies.RA: You need fruit, beer, lilies and Kent. Am I correc

39、t?W: Right. Here is five hundred yuan in advance. Is it enough?RA: I think its quite enough. Ill have them bought for you as soon as possible.W: Great. Thank you very much.RA: Youre welcome. Dialogue 1 Buying things on request Room Attendant =R Guest=GDialogue 2G: Is this Housekeeping?H: Speaking. M

40、ay I help you?G: Yes, I like to use my hair dryer but its 220 volts. Do you have a converter I could use?H: Yes, we do, madam. But Im afraid another guest is using it now. We can lend a hair dryer instead.G: Fine. Because Ill attend a party in an hour could you bring it up soon?H: Certainly, maam. I

41、ll send someone immediately. By the way, could I have your name and room number?G: OK. This is Lucy White in Room 1201.H: Thank you very much. Miss White. The floor attendant will be up in a few minutes. Borrowing something (G= Guest, H= Housekeeping) Dialogue 3 Wanting to add something ( G= Mrs. Wh

42、ite, RA= Room Attendant )G: Attendant, can you help me?RA: Certainly, madam.G: My husband and I stay in this room and our children are in Room 946. Could you put some juices in the mini-bar of their room?RA: Yes, madam. I will leave some juice there.G: Thats fine.RA: What kinds of juices do they lik

43、e?G: Orange and tomato juices.RA: How many of each shall I put in?G: Four bottles of orange juice and five of tomato juice. If you have lemon and pineapple juice, please put some in it, too. Children always drink water. Is your water safe to drink?RA: The tap water is not safe to drink. But the mine

44、ral water and the water in the flask are perfectly safe.G: Thank you.DialoguesNew Words and Expressions1. except iksept prep. 除了（某人/某物）之外2. kilo ki:lu n. 公斤，千克，公里，千米3. refreshment rifremnt n. 點(diǎn)心，便餐，恢復(fù)活力4. pastry peistri n. 糕點(diǎn)，點(diǎn)心5. lily lili n. 百合花6. hair dryer h drai n. 頭發(fā)吹干機(jī)7. converter knv:t n.轉(zhuǎn)換器

45、，轉(zhuǎn)爐8. pineapple painpl n. 菠蘿，鳳梨9. mineral minrl adj. 礦物的 n. 礦物10. flask fl:sk n. 細(xì)頸瓶，燒瓶，開水瓶11. perfectly p:fiktlli adv. 很，完全地Sentences for Imitation: Inquiring:1. What kinds of fruit d o you want, apples, oranges, bananas or grapes?2. How many of each?3. What kinds of juices do they like?4. How many

46、 of each shall I put in?5. What kind of flowers would you like?Ordering something:1. Well, Ive ordered some cold dishes and some pastry.2. Ill need two more Budweiser and a pack of Kent.3 Could you put some juices in the mini-bar of their room?Tips1) 靈活服務(wù)。這是最普通的個(gè)性化服務(wù)。即不管飯店是否有相應(yīng)的服務(wù)規(guī)范，只要客人提出的要求是合理的，飯店

47、就應(yīng)盡最大可能去滿足他們。(2)癖好服務(wù)。這是最具體的個(gè)性化服務(wù)?？腿说男枨笄Р钊f別，有些客人的需求更是獨(dú)特少遇，需要服務(wù)人員仔細(xì)觀察，“投其所好”。(3)意外服務(wù)。這是最有針對性的個(gè)性化服務(wù)。服務(wù)人員急客人之所急，想客人之所想，在客人最需要幫助的時(shí)候提供“雪中送炭”式的個(gè)性化服務(wù)。(4)心理服務(wù)。這是最用心的個(gè)性化服務(wù)。凡是能滿足客人深層次的、隱含的心理需求的個(gè)性化服務(wù)，都將給客人帶來一份意外的驚喜。這要求飯店服務(wù)人員有強(qiáng)烈的服務(wù)意識，主動(dòng)揣摩客人的心理，服務(wù)于客人開口之前。(5)自選服務(wù)。這是高品質(zhì)的個(gè)性化服務(wù)。隨著電腦技術(shù)的發(fā)展，個(gè)性化服務(wù)可通過電腦Guest Operated Devi

48、ces(賓客自選裝置)來實(shí)現(xiàn)?？腿说牧粞?、查詢消費(fèi)賬目、結(jié)賬、叫醒服務(wù)、客房送餐(Room Service)和Vod點(diǎn)播(客房視像點(diǎn)播系統(tǒng))，都可以由客人通過客房電視電腦系統(tǒng)自由選擇并處理。飯店個(gè)性化服務(wù)的種類： I. Listen to the following recording and complete the dialogue: (answer) Practical Training Special Items in Rooms FormItemsRoom No.Required No.ItemsRoom No.Required No.Extra Blanket12101Bed sh

49、eetBath towelPillow21072Infant Cot13151Ashtray11621Extra BedBathrobeHeaterLight bulbBall Pen21071Toilet paperVaseTowel OthersRemarks 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. Whi

50、te, FA= floor attendant )FA: Good morning, sir. What can I do for you?G: Id like to tell you that some friends are coming to celebrate my birthday tonight. Would you please get a birthday cake and some fruit for me?FA: Yes, of course. What kind of fruit would you like, bananas, tangerines or grapes?

51、G: Some bananas and grapes, please.FA: How many of each?G: One kilogram of bananas and two kilograms of grapes.FA: Yes, sir. Anything else?G: HmFA: Would you like some flowers?G: Thats a good idea. Can you help me to get some?FA: Yes, I can. What kind of flowers would you like?G: A basket of tulips.

52、FA: Yes. A birthday cake, some fruit and flowers. Is that correct?G: Right. Now, here is the money for them. Is it enough?FA: I think its quite enough.G: Many thanks.FA: Its a pleasure. II. Make dialogue according to the situations (example )Situation 2:There is something wrong with the TV in the Mr

53、. Whites room. He asks a floor attendant for help. Practical Training ( FA= Floor attendant, W= Mr. White, E= Electrician)FA: Housekeeping. May I come in?W: Come in please.FA: Whats the matter, sir?W: Ah, Im afraid theres something wrong with the TV. The picture is wobbly.FA: ( Trying to fix it, but

54、 in vain.) Ill send for an electrician from the Maintenance Department. We can have it repaired. Please wait just a few minutes, Mr. White.(She leaves the room. Five minutes later, there is knock on the door.)FA: Housekeeping, May I come in?W: ( Opening the door)E: Good evening, Mr. White. ( The ele

55、ctrician enters the room, accompanied by the floor attendant.) The TV set is not working well, is it?W: No, it isnt.E: Let me check it. ( He finishes the repairing.) Mr. White, everything is OK now. Is there anything else I can do for you?B: No, thanks. What efficiency! ( Taking some money.) This is

56、 for you. III. Reading Comprehension:( answer ) Practical TrainingA Read the following Passages and decide whether the 5 statements are true of false.A Read the following Passages and answer the questions. ( T ) 1. A security plan is important to the hotel operation and management. ( F ) 2. A Bomb s

57、care is the greatest threat to any hotel. ( T ) 3. The careless disposal of cigarette-butts and smoking in bed may cause fire. ( F ) 4. Its unnecessary for all employees to participate in the hotels security effort. ( F ) 5. Always keep an eye on people who are young and polite.B look at the followi

58、ng pictures then fill in the blanks with the name of articles appeared in the text. 1. pastry 2. lily 3. Budweiser 4. hair dryer IV. Complete the following dialogue by filling in each blank with a proper expression. Practical Training ( G= Mr. White, FA= floor attendant )FA: Good afternoon, madam. ?

59、G: Yes. Id like to . Can you for me ?FA: Yes, of course, sir. What would you like me to buy ?G: Some fruit, a cake and some drink.FA: Anything else?G: Youd better bring me .FA: would you like ?G: Roses would be ok.FA: Well, I see. G: Heres . Will it be enough ?FA: I think its quite enough.celebrate

60、my birthdaydo some shoppinga basket of flowersWhat kind600 Yuan What can I do for you V. Put the following sentences into English orally. Practical Training1. 我會(huì)馬上派人替您購買。2. 請拿一份中國日報(bào)給我。3. 衛(wèi)生間的肥皂要添了。4. 拖鞋壞了，請給換一雙。5. 先付50元，夠嗎？6. 我睡得有點(diǎn)冷，請給我加條毯子。7. 我已經(jīng)買到您要的藥，請每天服三次，餐后服用，每次兩片。8. 非常感謝，但是我們不接受小費(fèi)。 Introducin