《酒店岗位英语实训》课件Unit 20 Room Service

ChapterFiveHousekeeping(2)

Unit20RoomServiceServiceProcedureGreettheguest.Gettheinformationfromtheguest:whathewants;Specialdemandsforcooking;theguest’snameandhisroomnumberConfirm.TelltheguesttheorderwillbereadysoonWarmingupWho:Housekeeper,Housemaid,valet,laundrymanWorkingplace:Laundry，HousekeepingdepartmentServiceprogressandpracticalexpression:1.GreettheguestsGoodmorning,roomservice.MayIhelpyou?2.GettheinformationfromtheguestWhathewants:Whatwouldyoulike?Specialdemandsforcooking:Doyouhaveanyspecialrequirements?Theguest’snameandhisroomnumberCanIhaveyournameandroomnumber?3.Confirm4.TelltheguesttheorderwillbereadsoonYourorderwillarrivein20minutes.5.DeliverthefoodtotheguestroomRoomservice.MayIcomein?6.SpeakouttheorderandgivethebilltotheguestWouldyouliketopayincashorchargeittoyourroom?7.AsktheguesttosingthenameandroomnumberThisisyourbill.Pleasesignhere.8.ExpressyourwishesEnjoyyourself.Haveaniceday!Keypoints1.Theguestcangettheroomservicebytelephoneorbydoorknobmenu.客人可以通过电话或者填写客房菜单获得客房送餐服务。2.Asktheguestaboutthedemandsforcookingwhentheguestordersbytelephone.Youcanask:”Howwouldyoulikeyour…”Don’tforgettoaskthenumberofguest,youshouldpreparetheenoughsilverwarefortheguests.电话订餐时，询问客人对点餐的要求，可以这样问：“我们怎么做您点的…..”。不要忘记问客人几个人用餐，要准备足够的餐具给客人。3.Ifthereisminimumchargeorservicecharge,youhavetoexplainitclearlyinadvance.如果有最低消费或者服务费，一定要事先清楚地说明。Deliverthefoodtotheguestroom.Speakouttheorderandgivethebilltotheguest.Asktheguesttosignthenameandroomnumber.Expressyourwishes.Practice1BookingtheRoomServicebytelephoneNewwordsandexpressionsRoomservice,Continentalbreakfast,Americanbreakfast,toastwithbutter,aboiledegg,anextracharge,a10%servicecharge,assoonaspossiblePractice2SendingtheOrderedBreakfasttotheGuest’sRoomKeysentences:Mr.Black,Hereisyourbill.Pleasecheck.HowcanIpaythebill?We’llchargeittoyourroom.Pleasesignyournameandroomnumberhereonthebill.Thankyouforusingroomservice.HotelKnowledgeSomeChineseFoodasBreakfast:Noodleswithsoup,beefnoodles,stretchednoodles,deep-frieddoughsti