酒店情境英语-客房服务.ppt

饭店 英语 hotelhotel englishenglish 2 2 unit seven room services 3 3 word reference:word reference: 客房部 housekeeping department 客房服务员 housekeeper proportion prp()n 比例 maintenance meintnns 维修 万能钥匙 master key personal identification 表明个人身份 请勿打扰 do not disturb consumption knsmpn 消费 expendables ikspendbl n.消耗品 hospitality ,hspitlti a.热情好客 4 4 the housekeeping department must be the busiest and the most important one in a hotel. a housekeeper is not only responsible for everyday housecleaning, but also required to inform routinely the front desk and other related departments of which room is vacant, or which room needs maintenance. 客房服务员不仅要为日常的清洁负责，还被要告知前 台和其他有关部门房间状态，是空着或需要维护。 introductionintroduction inform inf:m vt. 通知；告诉；报告 routinely ru:ti:nli adv. 例行公事地；老一套地 vacant veikntadj. 空虚的；空的；空缺的；空闲的 maintenance meintnns 维修 5 5 客房状态 1、住人房 2、走人房 3、空房，前一天暂时无人入住的房间 4、未清扫房，表示该客房是没有经过清扫的客房 5、外宿房，表示该客房已经被定下，但是住客昨夜未归的 客房 6、继续房，也称病房，表示该客房由于设施发生故障，暂 不能出租 7、已清扫房间，表示该客房已经清扫完毕，可以重新使用 8、请勿打扰牌房，表示住客因睡眠或者其他原因而不愿意 服务人员打扰 9、贵宾房，表示该房间的住客是酒店的重要客人 10、常住房，表示长期有客人包租的房间 11、请即打扫房，表示住客由于会客或者其他愿意需要服务 员立即打扫的房间。 6 6 room status vc vacant clean 空的干净房/可卖房 vd vacant dirty 空的脏房 oc occupied clean 住客干净房 od occupied dirty 住客脏房 pmu please make up 即扫 dnd do not disturb 请勿打扰 oos out of service 维修房（小） ooo out of order 维修房（大） eco expectative check out 预退房 7 7 案例十七：能不能先帮我们打扫？ 住在1208套房的张先生，是一位杭州商人。今天早上9点钟 ，他要在客房接待一位来自国外的朋友，谈些生意上的事情。 但早晨起床后，他发现房间很脏乱，亟需整理。正想开门去叫 服务员来清扫，却发现了在走廊的另一头工作的服务员，他赶 紧向服务员说明了请求，但服务员听完后，面露难色的望着他 ，“张先生，很抱歉，我们的主管告诉过我们，清扫房间一定 得按照顺序，得从1201房开始打扫，到您的08房间，我估计得 10点多了。”张先生看看面露难色的服务员，“能不能变换下顺 序呢？”“为保证工作的效率，给客人提供更好的质量，我们公 司规定一定要按照规范来操作，否则得扣钱。”看看一脸无辜 的服务员，张先生苦笑着摇摇头走开了。 问题： 1、客房服务员根据酒店的要求，有不妥吗？如有， 哪里不妥？ 2、如何看待酒店的规定与客人的要求相冲突？ 8 8 案例十七分析 本例反映酒店管理上的问题： 1、员工培训方面，管理人员片面强调服务员执行规定和 按程序操作，没有把服务上的灵活性告诉他们，一切规范 和程序的根本是保证质量，因此制定各种规范和程序的惟 一依据是在客人的立场上为客人考虑。一味强调程序固然 能在一般情况下保证大多数客有满意，毕竟还有一部分客 人特殊需求不在规范之内。甚至可能与酒店服务程序有悖 。只有那些特殊需求是合理的酒店应予以尽量满足。 2、服务员在工作中一定要灵活机智处理每件事情，绝不 能麻痹大间造成不好的后果，减少酒店潜在客源。 9 9 清扫顺序的确定 酒店客房的一般清扫顺序如下： 1、带有“make up room”的房间或者是客人 口头上提出打扫要求的房间 2、总服务台或者领班指示要清理的房间 3、vip房间 4、走人房 5、普通入住房 6、空房 1010 a housekeeper, having a master key, can enter an occupied room only in case of emergency. 客房服务员，有一个万能钥匙,只能在紧急情况下进 入客人房间。 personal identification and a request for guests permission are both needed before cleaning a room. 个人身份，且客人的允许后，才可以打扫客房。 seeing the sign of “do not disturb”, you should clean the room at some other time in order to ensure the convenience for the guest. 看到“请勿打扰”的标示,你应该在其他时间打扫房 间,以确保为客人的便利。 1111 确定客房是或否可以清洁 首先，进房前先考虑。 不要因为清洁卫生工作打扰了客人的休 息和生活起居。 然后，注意观察。 对门把手上挂有“请勿打扰”牌子或者反锁 的客房，以及房门侧面的“请勿打扰”指示灯亮的 ，不要敲门进房； 到了下午2点仍然未见客人退房的，里面 又无动静的客房，可以先打电话到客房，若仍无 反应，说明客人可能生病或者发生意外，服务人 员需要报告主管。 1212 如何正确敲门 （1）距离房门40cm的地方，不要靠门太近。 （2）用食指或者中指轻敲门面三下（或按门铃），敲门时 要有节奏，以便引起住客的注意。 （3）等待客人反映，同时可以眼望窥视镜sight glass，利于 客人观察。 （4）如果客人没有反映，再敲门表面三下，等待客人反映 。 （5）如果仍然没有反映，使用钥匙打开房门，注意动作要 轻。 （6）开门后应清楚观察房内情况。若客人正在睡觉，应该 马上离开，轻轻将门关上。 （7）敲门后，客人与应声，服务员需要通报自己的身份和 目的，等待客人允许清扫。 1313 besides room cleaning, the housekeeper ought to check the consumption of the expendables in the room, such as things in the mini-bar, and make necessary supply timely. 除了房间打扫，客房服务员还应该检查房间物品 的消费，例如冰箱，及时补充。 if there is anything wrong in the room, he should firstly inform the captain, who will decide which department ought to be reported to. 1414 the housekeeping department has the most frequent contact with the guest. thus showing hospitalities, making guests feeling at home, has a greater importance than offering convenient facilities. 客房部与客人的接触最为频繁，因此，表现出友好的 态度，使客人感觉就像在家里一样 ，比提供便捷的设施 更加重要。 frequent fri:kwnt adj. 频繁的；时常发生的；惯常的 1515 seven steps to make up the room (1) knock at the door three times ; (2) say: ”housekeeping.” (3) ask the guest whether to come into the room; (4) greet the guest; (5) clean the room; (6) express your wishes to the guest 1616 h:h: housekeeping. may i come in? housekeeping. may i come in? g:g: yes. what is it?yes. what is it? h:h: im im sorry sorry to to disturb disturb you you , , sir, sir, but but id id like like to to clean clean the room. may i do it now? the room. may i do it now? g:g: you see, im quite busy at the moment.you see, im quite busy at the moment. h: h: i i can can come come back back later. later. what what time time would would be be convenient, sir?convenient, sir? h = housekeeper g = guest making up the room 1717 g:g: erer, , let let me me see. see. im im going going to to have have my my lunch lunch at at 12 12 oclock. can you come at that time? oclock. can you come at that time? h:h: im im sorry, sorry, sir. sir. no no cleaning cleaning can can be be donedone between between 12:00 12:00 and 2:00 p.m., sir. and 2:00 p.m., sir. g:g: oh, oh, i i see. see. could could you you come come between between 4:00 4:00 p.m. p.m. and and 5:00 p.m.? i think ill be out then. 5:00 p.m.? i think ill be out then. h: h: i i guess guess so. so. sir, sir, please please put put the the room room cleaning cleaning signsign on on your your door door knobknob before before you you leave leave in in the the afternoon. afternoon. we we will will come and clean your room, e and clean your room, then. door knob door knob nbt n 门把手；门把捏手 1818 g:g: ok. thank you very much.ok. thank you very much. h:h: you are welcome. im sorry to have disturbed you, you are welcome. im sorry to have disturbed you, sir.sir. g:g: thats all right. good-bye. thats all right. good-bye. h: h: good-bye, sir. good-bye, sir. 1919 客房礼仪 1、如门上有“请勿打扰(dnd=do not disturb)”的字牌，则 不应进房。 2、如住客在中午或者下午，甚至黄昏仍未离房，则应向主管 报告，交班前交代清楚，或采取某些措施。 3、进房前一定要先按门铃，或者轻敲房门，即使是空房也应 该如此，以防客房里有人。 4、如果客人在房间里，应礼貌问好，询问客人是否可以清理 房间。（housekeeping. may i cleaning the room now?） 5、如遇到客人打电话或有访客，应征询客人意见们是否继续 进行打扫。 6、不要触摸客人的贵重物品，也不要随意移动客人的物品， 必要时应轻拿轻放，清理完毕放回原位。 2020 dialogue 2 g=guest 顾客 r= roommaid 客房服务员 r: (knocking the door) housekeeping. may i come in ? (敲门)我是客房服务员，我可以进来吗？ g: come in,please. 请进！ r: good evening, maam. may i do your room now? 晚上好，女士。我现在可以清理您的客房吗？ g: sure. could you tidy up the bathroom first? ive just taken a bath, and its quite a mass. 当然可以啊。你能不能先整理一下浴室呢？我刚刚洗浴 过，里面一团糟。 r: certainly, maam. 好的，女士。 2121 dialogue 2 （finish cleaning the room 清理完房间） g: is there anything else i can do for you, maam. 还有什么能为你效劳的吗，女士？ r: oh, yes, where can i borrow a hair-dryer? 哦，对了，我在哪里可以借到吹风机呢？ g: ill send one up right away. 我这就送上一个来。 r: thank you, youve been very helpful. 谢谢你，你帮助了我。 r: youve welcome. good night, maam. have a nice dream. 不客气，晚安，女士，祝您做个好梦。 2222 useful sentences 进房前roommaid (1) turn-down service. may i come in? 收拾房间了，我可以进来吗？ (2) im sorry to disturb you, but may i clean the room now? 抱歉打扰您，我现在可以清理房间吗？ (3) shall i come back ,sir? 先生，要我等会再来吗？ (4) what time would you like me to come back? 您希望我什么时候再来？ 2323 useful sentences (5) what time would be better for you ? 您什么时间合适呢？ (6) what time would be convenient for you ? 您什么时间方便呢？ (7) you can call the front desk when you want your room done. 当您需要的时候，可以给前台打电话。 (8) may i come in and check the housekeepers work? 我能进房检查一下服务员清理房间的情况吗？ 2424 g: is this housekeeping? h: speaking. may i help you? g: id like to have someone tidy tidy upup the bathroom. weve just showered, and its quite a a messmess. . whats whats moremore, the children have just played on the bed, so i want to have our sheets and pillow-pillow- cases cases changed. h: yes, madam. may i have your room number, madam? h = housekeeper g = guest asking for room serviceasking for room service sheets i:tsn. 被单 pillow pilu n. 枕头 pillowcase pilukeis n. 枕头套 2525 g:g: ok, ok, its its 1603. 1603. by by the the way, way, i i want want to to use use my my hair-hair- dryer.dryer. h:h: yes, yes, the the housekeeper housekeeper will will bring bring it it to to you you soon, soon, madam.madam. g:g: thank you very much.thank you very much. h:h: youre welcome, madam. good night.youre welcome, madam. good night. 2626 2727 2828 clean the room open the window disposal the rubbish make the bed clean the bathroom replenish the supplies vacuum the floor self-check 2929 the basic methods of cleaning the room 总体原则：从上到下、从里到外、环形清理、干湿分开、 先卧室后卫生间、注意墙角； 清洁用具的准备：清洁篮、洗刷用具（面盆刷、马桶刷、 牙刷、百洁布、板刷）、橡胶手套、清洁剂、消毒药、抹 布等； 其中对于抹布（dishcloth）的使用要求： 红色（1dry 1wet）房间抹尘 橙黄色（1dry 1wet）卫生间浴盆 淡黄色（1dry 1wet）卫生间面盆 蓝色（1dry 1wet）马桶 绿色（1dry 1wet）卫生间地面 白色擦杯布杯具专用 3030 客房清洁时需要注意的的问题 （1）敲门时，声音大小适中，不可过急， 力度过大。 （2）整理房间时，要打开房门。 （3）坚持卫生工作日常化、标准化。 （4）不得使用客房内的物品、设施。 （5）脚垫。 3131 住客房清洁需要注意的问题 1、房间有客人 （1）应礼貌地主动问好，并询问客人是否可以打 扫房间卫生 （2）动作要轻，不要与客人长谈 （3）若遇到有来访客人，应询问客人是否继续清洁 工作 （4）清洁完毕，应询问客人是否还有其他事情要做 ，然后退出房间，并轻轻关上房门。 3232 住客房清洁需要注意的问题 2、客人突然回房 （1）应礼貌地主动问好，并询问客人是否可以打 扫房间卫生 （2） 如果客人反对，应立即停止，带客人维护后 在继续进行清扫 3、客房电话铃响 3333 住客房清洁需要注意的问题 4、客人的物品被损坏 （1）不要随意反动客人的私人物品 （2）轻拿轻放，清扫完毕立即归放原位 （3）损坏客人的物品，应尽快先上级主管 反映，主动向客人赔礼道歉，如属贵重物 品，主管需要陪同前往，根据具体情况， 给予设当的补偿 3434 住客房清洁需要注意的问题 5、其他细节 （1）客人文件、书报等不要擅自合上，不要移动他 们的位置，更不准翻看 （2）除放在垃圾桶里的东西，任何物品不得擅自丢 掉 （3）不要触碰客人的手机、手提计算机、钱包等贵 重物品，放在椅子上或者乱堆在床上的衣服需要帮 助客人挂好 （4）对于长住客，清扫时应注意客人物品的摆放习 惯 （5）查看房间是否有待洗的衣服。如果有，要仔细 的查看洗衣单上填写的内容和所交付的衣服，然后 讲这么义务装进洗衣袋，集中送至洗衣房。 3535 h:h: good morning. housekeeping. what can i do for you?good morning. housekeeping. what can i do for you? g:g: yes, yes, i i have have some some clothes clothes to to wash. wash. can can you you send send someone someone to to collect collect them? them? room room 1603, 1603, nancy nancy smith. smith. h:h: yes, madam. the housekeeper will come soon. yes, madam. the housekeeper will come soon. (several minutes later) h:h: housekeeping. may i come in? housekeeping. may i come in? g:g: yes, yes, id id like like to to have have these these clothes clothes sent sent to to the the laundry, please. laundry, please. h = housekeeper g = guest laundry servicelaundry service 3636 h:h: certainly, certainly, madam. madam. have have you you filled filled out out the the laundry laundry formform? ? g:g: no. where is it?no. where is it? h: h: its in the drawer of the its in the drawer of the writing deskwriting desk. . g:g: oh, oh, i i see. see. could could you you wait wait a a few few more more minutesminutes? ? ill ill fill it out now. fill it out now. h: certainly, madam. h: certainly, madam. g: done. g: done. thisthis blouse should be washed by hand in blouse should be washed by hand in cold water or it might shrinkcold water or it might shrink, and i dont think the , and i dont think the silk dress is silk dress is colorfastcolorfast, so that youd better dry-, so that youd better dry- clean it. clean it. blouse blauz n. 宽松的上衣；女装衬衫 shrink rik vt. 使缩小，使收缩 colorfast klf:st adj. 不褪色的 3737 h:h: all right, madam. all right, madam. g:g: when can i get them back? when can i get them back? h: h: tomorrow afternoon around 4 oclock. tomorrow afternoon around 4 oclock. g:g: thats fine. thank you. thats fine. thank you. h: h: you are welcome, madam. you are welcome, madam. 3838 to be continued (knocking on the door) h: housekeeping. _? g: come in. h: good evening. _? g: what do you mean by “turn down service”? h: for” turn down service”, ill switch on certain lights, draw the curtains, make up your bed, empty the waste bin g: not now, please. we are going to have a get-together with our friends here. _? h: certainly, madam? would you like me to put down the curtains for you? g: _. thats much better. complete the dialogue 3939 to be continued (knocking on the door) h: housekeeping. may i come in? g: come in. h: good evening. may i do the turn down