Hotel English chapter 4 part 1

HotelEnglish Chapter4HousekeepingServiceEnglishLecturer YanlingYu Contents Part1 ListeningComprehension Meetthecast 1 Whydidn tStevewarneveryoneaboutthefiredrill Hethoughtpeoplewouldn ttakeitseriously2 AsHotelManagerwhatisSteveresponsiblefor Thesafetyofguestsandstaff3 Whatdidn tsomeofthestaffknowduringthedrill Wherethemeetingpointwas4 WhatisJennypreparing Atrainingplan5 Whatneedstobefixed Oneofthefiredoors Part2KeyPointsToday GuestroomservicesLaundryServiceSecurityserviceOtherservice 1 Definition WhatisHousekeeping Dictionarydefinition Onewhodoesoroverseestheworkofkeepinghouse PrivateFamilyHome IncludestakingcareofthekitchenalongwiththerestofthehouseHotels DoesnotincludethekitchenHousekeepingdepartmentisoneofthemostimportantcomponents 组成部分 ofthehotel whichmainlydealswiththeroom relatedaffairs andprovidesroom relatedservicestotheguests Thehousekeepingdepartmentisthebackboneofahotel Inasense itispossibletosaythatacleanandattractiveguestroomistheproductthatthehotelsells Themaindutyofthehousekeepingdepartmentstaffistoseetothecleanlinessandgoodorderofallroomsinthehotel Thelaundryandvaletserviceandmanypersonalservicesarealsopartsoftheirjobs Andtheymustcoordinatetheworkcloselywiththefrontoffice Thisdepartmentasawholeisrequiredtomaketheguest sstayscomfortableandpleasing Anyreasonablerequestmustbefulfilled Butgoodservicemeansmorethanfulfillingrequests Wheneverandwhereverpossible thestaffshouldoffertodoextrathingsfortheguests Whatismore wheneverthereisanopportunityto sell thestaffshouldtakeitandsuggestthatguestsusethehotelservicesasmuchaspossible Theyshouldmakesurethattheyarereallysellingwhattheguestwantstobuy 2 ManagementRange 主要管理范围 FloorArea楼层区域PublicArea P A 公共区域RoomCenter客房中心Laundry Washhouse 洗衣房CottonHouse布件房 布草间 Room Suite 客房Garden花园 Questionno 1 WhatGuestsWantGoodServicePrice ReasonableRatesCleanAppearanceName ReputationConvenientLocation 1 CleanAppearance2 ConvenientLocation3 Price ReasonableRates4 GoodService5 Name Reputation Questionno 2 Whydoguestsreturntoahotel A AdvertisingeffortsB CleanlinessofhotelC PriceD Servicefeatures HousekeepingTheheartofthelodgingindustryThetoughestjobinthebusinessLargestDepartmentintheHotelStaffPayrollResponsibility Eyes earsofthehotel MaintenanceConcernsGuestBehaviorEmployeeTheft 3 Importanceofhousekeepingdepartment Guestroomisthefoundationoftheexistenceofahotel Guestroomisthemainbodyofahotel Guestroomisthemostimportantincomesourceofahotel Guestroomdefinesthestandard levelofahotel Importanceofguestrooms ThemostvitaldepartmentinahotelHighestimpactonguestsLowestwagespaidLeastrespectreceived 4 Organizationstructureofhousekeepingdepts 客房部经理 副经理 文秘 公共区域P A 楼层主管 布件房主管 客房服务中心主管 洗衣房主管 P A 领班 楼层领班 布件房领班 客房服务中心值班员 洗衣房领班 客衣服务员 干洗湿洗工 烫洗工 棉织品服务员 缝衣工 制服服务员 房间服务员 楼层杂工 庭院园艺工 洗帽间务员 PA清扫员 洗手间服务员 地毯清洁工员 5 JobCharacteristicsofhousekeepingdepts 1 Thejobistoselltheusufruct 使用权 oftheguestroomthatpricedbytimeandrelevantservices 2 Thejobistrivialandrandom 烦琐 随机性强 3 Thecostisdifficulttocontrol 4 Thejobrequirestocooperatewellandtimelywiththerelevantdepartments 6 Consumptionpsychologyoftheguests宾客客房消费心理 Usually theguestsexpecttohaveasafe clean gentle comfortableandconvenientroomwhentheystayinahotel sohousekeepingdepartmentmustunderstandthepsychologicaldemandsoftheguestsandprovidethemwiththerelevantservices SecuritydemandsCleandemandsGentlenessdemandsComfortdemandsConveniencedemands 求安全心理求卫生心理求亲切心理求舒适心理求方便心理 1 Thesequenceofroomcleaning清扫顺序请即打扫房 贵宾房 走客房 住客房 请勿打扰房 空房InstantsweepingroomVIPs roomCheckoutroomOccupiedroomDNDroomVacantroom 7 Roomcleaningflow客房清扫流程 2 Procedureofcleaningtheguestrooms A TheinspectorcontactstheHousekeepingDepartmentthataroomisvacantandneedscleaning B HousekeepingDepartmentupdatestheroomstatusfromoccupiedtoon changeandsendsaroommaidtocleanit C Roommaidcleanstheroomandcontactsthehousekeepingdepartmentbackaboutthelateststatusandconditionoftheroom especiallyforout of orderroom D Iftheroomisoutoforder thentheHousekeepingDepartmentdeductsthatroomfromthoseavailableforsale untiltheMaintenanceDepartmenthasrepairedthedeficiency 故障 E HousekeepingDepartmentsendstheirinspectorstocheckwhetherthestatedroomhasbeencleanedtothehotelstandardsornot F Iftheroomiscleanedtohotel sstandards theHousekeepingDepartmentshallupdatetheroomstatusfromOn ChangetoCleanandAvailableforSaleandcommunicatethistotheFrontOffice G Iftheroomisnotcleanedtohotelstandards inspectorscommunicatetotheHousekeepingDepartmentthattheroomshallbecleanedagain 3 Roomcleaningflow客房日常清扫流程图 RoomCleaningTasks Makingbeds Tidyingrooms Cleaning polishingtoilets taps sinks bathtubsandmirrors Removingstains Washingfloors Vacuumingcarpets 8 Guestroomservices 1 Housekeepingservice整理房间服务Commonhousekeeping 常规房间整理 Instanthousekeeping 随时房间整理 Turn downservice 开夜床 2 Teaservice送茶水服务 3 ShoeShiningService擦鞋服务 4 Morningcall叫醒服务 5 Rentalservice租借物品服务 9 LaundryService送洗客衣服务 1 Putthelaundryform laundrybagintheguestroom 2 Checkupthenumberoftheguest sclotheswiththelaundryform 3 Makeclearwhetherthereissomethingremainedintheclothes 4 Ifsomethingiswrongwiththeclothes confirmitwiththeguestandwriteitinthelaundryform 5 Sendtheclothestothelaundryanddeliverthebilltothecashier 6 Sendtheclothesbacktotheguestroomby12 00thenextday ifurgent accordingtothetimeinthelaundryform 7 IftheguestisnotinorDND leaveamessagewiththephoneNo tohim 8 Iftheguestisnotsatisfied complaintscanbeacceptedwithin24hours Laundry Operatinganeffective on premiseslaundry isamulti stepprocess 10 Securityservice安全服务 1 Indoorsecurity房内安全 2 Emergency紧急事故 3 Fireprotection消防安全11 Otherservice其他服务 1 Lostpropertysafekeeping失物保管 2 Babysitterservice托婴服务 3 Roomservice送餐服务 4 Rollawaybedservice加床服务等 12 OverviewofManagementofaHousekeepingDept RoomAssignment WorkLoadTrainingRoomInspectionHousekeepersReportCommunication EnglishasaSecondLanguageInventory 存货 Control linens guestsupplies cleaningsupplies furnitureCleaningControlIn houseLaundryv Out source 外包 LaundryOccupationalSafetyHealthActMaterialSafetyDataSheetsGoingGreenProfessionalAssociations RoomAssignment Managementviewsitasameasureofeffectiveuseofhumanresource dailyincome andguesthospitality Determiningnumberofattendants usually15 20roomspermaid houseman about30min perroom thisequals15roomsperday hourbreak Dividenumberofoccupiedroomsbynumberofroomstobeassignedtoeachroomattendant Basedon7hoursperday 13 LISTOFTASKHOUSEKEEPINGSTAFF H 01 CleaningproceduresH 02 PolishingH 03 PreparingguestroomH 04 DealingwithguestlaundryH 05 DealingwithlostandfoundpropertyH 06 DealingwithguestsspecialrequestsH 07 Employingpersonalgroomingandhygienetechniques H 08 UsingthetelephoneH 09 Preparingpublic functionroomsH 10 DealingwithpestsH 11 ReceivingandissuinglinenH 12 DealingwithcomplaintsH 13 TransferringguestsH 14 Takingfirepreventionandsafetyaction H 15 DealingwithrepairsandmaintenanceH 16 CreatingfloralanddecorativearrangementH 17 RepairingfabricsH 18 RemovingstainsH 19 MarkingfabricsH 20 TakingactioninemergenciesH 21 CoordinatingworkwithfrontofficeH 22 SeasonalclosingdownH 23 Planningandcontrollingworkatthedepartment H 24 InspectingtheguestroomsH 25 RecordkeepingH 26 Givingon the jobtrainingH 27 TakinginventoryH 28 DrawingupdutyrostersH 29 SupervisingworkinthedepartmentH 30 Advisingmanagement Usefulphrasesandsentences Beforeenteringtheroom客房服务 请问能进来吗 Housekeeping mayIcomein 不好意思 请问现在可以清理房间吗 Excuseme mayIcleantheroomnow 先生 需要我等会儿再来吗 ShallIcomebacklater sir 您希望我什么时候再来 Whattimewouldyoulikemetocomeback 您什么时候更合适呢 Whenwouldbebetterforyou 您什么时候更方便呢 Whattimewouldbeconvenientforyou 我过半小时再来好吗 ShallIcomebackin30minutes 当您需要清扫房间时 可以给前台打电话 Youcancallthefrontdeskwhenyouwantyourroomdone Whatshouldyousay C1 sorry Iamabittiedupnow C2 couldyouwaitanother30minutes please Cleaningtheroom我可以吸尘吗 MayIvacuumtheroomnow 我帮您整理一下书桌好吗 MayItidyupyourdesk 为了清洁书桌 我可以移动您桌子上的物品吗 MayImovethethingsonyourdesksothatIcandustit 可以移动一下您的行李吗 MayImoveyourluggage Whatshouldyousay C1 I monthephonenow C2 Justleavethethingsastheyare please Scene Theroomattendant RA withatrolleymeetstheBellowsinthecorrior RA Goodmorning Mr andMrs Bellow MayIcomethrough please Mrs Bellow M Goodmorning It salmost11o clock andourroomhasn tbeenmadeupyet RA I msosorry madam Iwasjustcomingalongtoyourroom I llbethereassoonasIfinishthisone M Really Couldyoudoourroomfirstnexttime Wealwaysseemtobelast RA Well Ihaveasectionoffourteenrooms andIalwaysdothecheck outroomsfirstunlessthereisarequest Mr Bellow B Check outrooms Whatarethey Doyoumeanthatthepeoplewhogooutearlygettheirroomsdonefirst Ifthatisso wewereoutat7 30thismorning RA Acheck outroommeanswheretheguestsareleavingthehotelattheendoftheirstay Wehavetogettheroomreadyforsalebythefrontoffice B Well wewouldliketotakeanapafterlunch RA Yes Isee Yourroomwillbereadyinhalfanhour Mr andMrs Bellow M Canyoudothisforuseveryday RA Certainly Mrs Bellow Wealwaystrytohaveroomsmadeupearlyonrequest Justletusknowwhatyouneed andifwecan we lloblige Yourroomnumberis902now B Howniceofyoutorememberournameandroomnumber RA Thankyou B Isupposethereisalotofworkforyou Isthehotelfull RA Yes sir Theoccupancyisveryhigh ThisisthepeakseasoninSanya B Well thankyouforyourkindness M Wedoappreciatethefavourofyourputtingourroomfirst RA Mypleasure Ihopeyouareenjoyingyourstaywithus B Oh weare immensely Goodbye RA Enjoyyourlunch Mr andMrs Bellow Yourroomwillbereadybeforeyoucomebackfromtherestaurant Ipromise Excuseme please astheroomattendantpushesthetrolleyinfrontoftheguests LaundryService Introducinglaundryservice我们酒店提供洗衣服务 Ourhotelofferslaundryservice 快洗的衣服4小时内可送回 Forexpressservice theclotheswillbebackwithinfourhours 上午12点前送普通洗的衣物当天晚上6点前可送回 Forordinaryservice clothescollectedbefore12amwillbebackby6pmofthatday 如果晚上6点前送洗的衣物 次日中午12点送回 Clothescollectedbefore6pmwillbebackby12pmthenextday 请填写一下洗衣单 Couldyoupleasefillintheform please 洗衣单和洗衣袋在写字台右边的第一个抽屉里 Theluandryformsandthebagsareonthetopright handdeskdrawer Collectingclothes您一共有四件衣服在洗衣袋里 对吗 Thereare4piecesofclothesinthelaundrybag isthatcorrect 您的洗衣袋里应该有3件t恤 但是这里只有两件 ThereshouldbethreeT shirtinyourbag butthereareonlytwo 您的洗衣袋里的衣物与洗衣单上的不符 Theitemsinyourbagdon tmatchupwiththeitemsonthelaundrylist 这件只要烫干对吗 Isthisforpressingonly 这件衣服需要干洗对吗 Isthisfordrycleaning 这件衣服需要手洗对吗 Isthisforhandwashing 这件衣服只能水洗吗 Isthisforwashingonly 您要快洗服务还是普洗服务 Wouldyoulikeexpressserviceornormalservice 加收50 的费用 我们在4小时内洗好送还 Wewilldeliveritwithin4hoursata50 extracharge 我们提供两小时的快洗服务 Wehaveatwo hourquickservice 快速服务需要额外付50 的费用 Thereisanextrachargeof50 forexpressservice 我们会在明天中午以前送回您房里 Wewilldeliverittoyourroombytomorrownoon 很抱歉 我们没有清晰皮料所需的特别设备 Sorry butwedon thavethespecialequipmentnecessarytocleanleather 请您重新填写一下洗衣单好吗 Couldyoufilloutanewform please 请您在变更这里签名好吗 Couldyousignforthechange Handlinglaundrycomplaints我们马上调查这件事 Wewillcheckitrightaway 您能描述一下它的样子吗 Couldyoupleasedescribeit 我们去查看一下您的衣物是否已送还 Wewillcheckifyourlaundryhascomebackyet 一旦找到了您的衣物 我们会尽快送还给您 Wewillbringthemuptoyourroomassoonaswefindit 这是您送洗的衣物 很抱歉让您久等了 Thisisyourlaundry Sorryforthedelay 您的衬衫被送错了 非常抱歉给您带来不便 Wemadeamistakewhiledeliveringyourshirt Weareverysorryfortheinconvenience 我们会把它拿回去再重新洗一次 Wewilltakeitbackandcleanitagain 我把衣物送还洗衣部好吗 他们可能可以修复 MayItakeitbacktothelaundry Theymaybeabletofixit 如果您依然不满意 我们可以补偿您的经济损失 Ifyouarestillnotsatisfied wewillrefundyourmoney Whatshouldyousay C1 canyousendsomeonetoroom356topickupmylaundry C2 I dliketoknowhowlongyourlaundryserviceusuallytake C3 howabouttherates C4 whereismylaundry C5 Icheckedmyreturnedlaundry andfoundashirtmissing C6 mysuitcamebackanditlooksterrible ExplainingHowtoGettheService RA Excuseme Mr Bellow Haveyouanylaundry Thelaundrymanisheretocollectit Mr Bellow B No notnow thankyou RA Ifyouhaveany pleasejustleaveinthelaundrybagbehindthebathroomdoor Thelaundrymancomesovertocollectiteverymorning B Thankyou RA Pleasetellusornotifyinthelistwhetheryouneedyourclothesironed washed dry cleanedormendedandalsowhattimeyouwanttogetthemback B Isee Whatifthereisanylaundrydamage Iwonderifyourhotelhasapolicyondealingwithit RA Insuchacase thehotelshouldcertainlypayforit Theindemnityshallnotexceedtentimesthelaundry B Thatsoundsquitereasonable Ihopethere snodamageatall RA Don tworry sir ThelaundryDepartmenthaswideexperienceintheirwork B Allright Thankyouforyourinformation RA Notatall SuggestingtheExpressService Laundryclerk C WhatcanIdoforyou M Couldyousendsomeoneupformylaundry please Room908 Bellow C Certainly MrsBellow Avaletwillbeupinafewminutes M Good IalsohaveasilkdresswhichIdon tthinkiscolorfast Willthecolorruninthewash C We lldry cleanthedress Thenthecolorwon trun M You resure Good Andtheliningofmyhusband sjackethascomeunstitched Itmighttearoverfurtherwhilewashing C Don tworry madam We llstitchitbeforewashing M That sfine Now whencanIhavemylaundryback C Usuallyittakesabouttwodaystohavelaundrydone Butwouldyoulikeexpressserviceorsame day M Whatisthedifferenceinprice C Wecharge50 moreforexpress butitonlytakes5hours M Andforsame day willIgetthedressandskirtbackthisevening C Yes madam Wecloseat6o clock andalldeliverieswillbemadebeforethen M I llhaveexpressthen Oh Ithinkyourvaletisatthedoor C Pleasefeelfreetoaskhimany