酒店英语项目实训指导书.ppt

1、酒店英语项目实训指导书,Program 2,Housekeeping Department 项目二 客房部,The Housekeeping Department is one of the main operational departments of a hotel. In a sense, it is possible to say that a clean and pleasing guest room is one of the products that a hotel sells. Its duty is to ensure the cleanliness and good or

2、der of all rooms and public areas in the hotel, and provide all good and necessary services in order to create an ideal living environment. To keep the operation of the hotel going smoothly, it must also coordinate the work closely with other departments.,Housekeeping Department Introduction 客房部介绍,H

3、ot Tip,客房部是酒店主要运营部门之一。在一 定程度上，一个整洁而令人愉悦的客 房，就是酒店出售的产品。它的职责就是确保客房和整个公共区域清 洁、有序，并为创造出理想的居住环境提供必要的服务。为了保持整 个酒店的顺畅运作，它也必须与其他部门建立紧密的合作。,Hot Tip,Main Functions of the Housekeeping Department 前厅部主要功能,Chamber Service 客房服务 Laundry Service 洗衣服务 Room Service 客房送餐服务 Turn-down Service 做夜床服务 Special Services特殊服务

4、Maintenance Service维修服务 Miscellaneous Service其他服务,Front Office,Guiding the Guest to the Guest Room,1,Laundry Services,3,Other Special Services,4,Hot Tip,Task 1 Receiving Room Reservations 工作任务一 受理客房预订,Task Objectives 任务目标 After learning, you should be able to: 学完后，应该掌握： receive the guests 接待客人 intro

5、duce the room facilities and services 介绍客房设施和服务,Hot Tip,Sub-task 1: Receiving the Guests 子任务一 接待客人,Sample,情景实例,Scene: The floor attendant steps forward to welcome the guests. (A=Attendant, G=Guest) A: Good morning, sir and madam. Welcome to the Seventh Floor. Im the floor attendant. Did you have a p

6、leasant trip? G: Yes, thanks. Where is Room 7013, please? A: Its along here. Would you please step this way, Mr. and Mrs. Brown? G: OK. But how do you know our names? A: It was on the arrival list for Room 7013. Here we are. This is your room. May I have your key, please? Let me open the door for yo

7、u.,Hot Tip,G:Oh, the room is so spacious!We like it very much. A:The room is facing the south. You can have a good view of the garden. G:Very well. When will our suitcases arrive? A: They will be here quite soon. The bellman is handling them. Please wait a moment. G: Very well. (Looking around the r

8、oom) A: How do you like the room? G: Oh, it looks comfortable and cozy. We like it very much. A: (Drawing the curtains aside) The room is facing the south and commands a good view of the Huangpu River. G: Yes. How great!,Hot Tip,Words and Expressions,词汇与表达,floor attendant 楼层服务员 spacious a.宽敞的 cozy a

9、. 温馨的 draw v. 拉 curtain n. 窗帘,Hot Tip,Situational Training,情景实训,Role play A guest finishes check-in, and the floor attendant shows the guest to Room 801 on the 8th floor. The floor attendant introduces the Recreation Center is on the 4th floor, and the Restaurant is on the 2nd floor. The floor atten

10、dant opens the door and turns on the air-conditioner for the guest. He also tells the guest the price list of the mini-bar is under the hotel service guide.,Hot Tip,Sub-task 2: Introducing the Room Facilities and Services 子任务二 介绍客房的设备和服务,Sample 1,情景实例一,Scene: The floor attendant tells the guest how

11、to use the room key card. (A=attendant, G=Guest) A: Mr. Black, once you enter the room, you must insert the key card into the holder here. The electricity only works when the key card is inserted. G: I see. A: To use the water boiler, you need to hit the“On” switch. It will heat your water within a

12、few minutes. G: Will it keep the water warm if I leave it on? A: Yes, it will. If you would like to admire the beautiful view, you can draw the curtains by pulling this cord. G: Oh, what a wonderful view!,Hot Tip,Words and Expressions,词汇与表达,holder n. 固定物 electricity n. 电 insert v. 插入 water boiler 烧水

13、壶 switch n. 开关 pull v. 拉 cord v. 绳索,Hot Tip,Sample 2,情景实例二,Scene：The room attendant guides the customer into his bathroom and introduces something to him. (A= Attendant, G=Guest) A: This is the bathroom. G: Its very nice. A: Please feel free to use these complimentary items here. G: Which ones? A: T

14、he shampoo, conditioner, lotion, toothbrush, toothpaste and bath salts. G: Does the bathroom have a hair dryer as well? A: Yes, it is in the right drawer. G: Great. Thanks.,Hot Tip,Words and Expressions,词汇与表达,room attendant 客房服务员 complimentary a. 免费的 item n. 物品 shampoo n. 洗发水 conditioner n. 护发素 loti

15、on n. 润肤露 toothbrush n. 牙刷 toothpaste n. 牙膏 bath salt 浴盐 hair dryer 吹风机,Hot Tip,Sample 3,情景实例三,Scene: The room attendant tells the guest which goods in the room are free of charge. (A= Attendant, G=Guest) A: Mr. Black, over here you will find your hot water boiler and complimentary coffee and tea. G

16、: I really like coffee throughout my day. Can you bring up some more? A: Certainly. Just call the Front Desk when you need anything. G: Can I get some extra pillows? A: Of course, but there are only two extra pillows here in the closet. Do you still need more pillows? G: Oh no, that will be alright.

17、 Thanks. A: Its a pleasure. Ill send someone up with more coffee for you now. G: Thanks a lot. A: I hope you have a pleasant stay.,Hot Tip,Words and Expressions,词汇与表达,free of charge 免费的 throughout prep. 贯穿，从头到尾 pillow n. 枕头,Hot Tip,Sample 4,情景实例四,Scene: The room attendant tells the guest how to use

18、the safe in the room. (A= Attendant, G=Guest) G: Excuse me. Where can I keep my passport and money safe? A: Every room has a safe in the closet. G: How does it work? A: Please open the safe. When “Open” is showed, you must set the code by inputting a six-digit password. Then you put the documents or

19、 valuables inside and the safe will be locked when closed. At that time,“Lock” will be showed. Dont forget the password you set; otherwise, you will get much trouble.,Hot Tip,G:How can I open it? A:Just put in the six-digit password and the safe will be opened. G:If I put the wrong number.? A:It wil

20、l show“Error” and never be opened. If you have any questions, please call us and we will be glad to assist you. G:OK. Thanks.,Hot Tip,Words and Expressions,词汇与表达,safe n. 保险箱 closet n. 衣橱 code n. 密码 set v. 设置 input v. 输入 Six-digit password 六位数密码 document n. 文件 valuable n. 贵重物品 lock v. 上锁 error n. 错误,

21、Hot Tip,Sample 5,情景实例五,Scene: The room attendant introduces how to use the mini-bar and other room services. (A=Attendant, G=Guest) G:Excuse me. Is the mini-bar included in the room price? A:No, it is not. Here is the price sheet. Your mini-bar is stocked with a variety of drinks and snacks. G:What

22、if I want something else to eat or drink? A:You can call Room Services 24 hours a day. You can dial 7. You have a full menu here in this hotel directory book on the desk. G:OK. Thanks. A:You are welcome. Please call us if you need anything.,Hot Tip,Words and Expressions,词汇与表达,price sheet 价格表 be stoc

23、ked with 储藏着 a variety of 各种各样的 directory book 通讯录,Hot Tip,Sample 6,情景实例六,The room attendant shows the guest how to use the electric facilities. (A= Attendant, G=Guest) A: Welcome to our hotel, Mr. Black. Im the room attendant. My name is Mary. Is there anything I can do for you? G: Yes. Would you p

24、lease show me how to use some electric facilities in the room? A: Certainly. G: How can I make an outside call? A: Please dial “0” first, and then dial the telephone number you want. G: How about the air conditioner? A: This is the temperature control of the air-conditioner. You can turn it clockwis

25、e to adjust the temperature as you like.,Hot Tip,G: Id like to know some programs in the evening. A: Just press the button on the up-right corner in order to turn on the TV. There are 50 channels. G: My electric shaver is operated by 110 volts. A: The electrical current in your room is 220 volts. Bu

26、t we have prepared transformers on loan for the guest. Ill bring you one at once. G: Id appreciate that. A: Youre welcome. Im always at your service.,Hot Tip,Words and Expressions,词汇与表达,electric facility 电器设备 outside call 外线电话 dial v. 拨打 air conditioner 空调 temperature control 温度调节器 clockwise ad. 顺时针

27、地 adjust v. 调节 program n. 节目,Hot Tip,press the button 按这个按钮 Up-right corner 右上角 channel n. 频道 electric shaver 电剃须刀 volt n. 伏特 electrical current 电流 transformer n. 转换器 on loan 出借,Hot Tip,Situational Training,情景实训,Role play 1. One student should be the guest and the other the hotel employee. The guest

28、 has just finished checking in and the hotel employee needs to show the guest to his or her room. On the way to the room the guest asks about the restaurants. What will you say? 2. One student should be the guest and the other the hotel employee. The situations are as follows: The hotel employee nee

29、ds to explain the other complimentary items in the room. What other amenities are in the room? b. The guest wants to know more about the functions of the TV. What will you both say? c. The guest wants to change the air temperature in the room. The hotel staff needs to explain how the air conditioner

30、 works. What will you both say?,Hot Tip,d. The guest wants to know whether the Internet is included in the room rate. What will you both say? e. The room attendant guides the guest into the room. She introduces the bath facilities to the guest. The red faucet(水龙头) is for hot water and the blue one i

31、s for cold water. The running water(自来水) is not drinkable(可饮用的). The guest wants to make IDD calls(International Direct Dial 国际直拨电话) in the room. The room attendant tells him that he should just dial 9 and then dial the country code and area code before the phone number he wants to call. The guest w

32、ants to use his laptop(手提电脑) to get to the Internet in the room. He asks whether the hotel will charge the use fee. The room attendant explains that he can use the Internet broadband(互联网宽带) for free and the access hookup （连接） is on the desk.,Hot Tip,What you should be able to know 你应该知道的知识,Task Proc

33、edure,任务流程, Receive the guest. 接待客人。 Open the door and introduce the room facilities and services briefly. 开门并简要介绍房间的设施和服务。 Enquire the guests needs. 询问客人需求。 Extend your wishes to the guest. 表达对客人的祝愿。,Hot Tip,Task Skills,任务技巧, The room attendant（bellman） guides the guest into the room.,客房服务生(行李生)将客人

34、领进房间。（客房服务生或行李生为新来的客人打开房门后自己应先进客房，以避免新客人万一走错房间与房内客人照面的尴尬场面；春秋冬季下午、黄昏或晚上房内较暗，而无人的客房是不亮灯的，服务生先进去开灯，可免去客人不便。）,Hot Tip, After guiding the guest into his room, you can introduce the facilities and services to him initiatively. You ought to explain clearly or show him how to use it. Whats more, you should

35、 remind the guest what kinds of services the guests have to pay extra.,在引导客人进入房间后，你可以主动为客人介绍设施和服务。你应该跟客人解释清楚或为他们展示如何使用这些设施。此外，你还应该提醒客人哪些服务是需要额外付费的。,Hot Tip,Useful Knowledge,实用知识, Important positions in the Housekeeping Dept 客房部的重要岗位,Housekeeping Manager 客房经理 Room Division Supervisor 客房主管 Floor Capta

36、in 楼层领班 Floor Attendant 楼层服务生 Room Attendant 客房服务生 Cloak Man/Woman 衣帽间服务人员 PA Cleaner=Public Area Cleaner 公共区域清洁员,Hot Tip, The room attendant can know the name of the guest by the following ways:,arrival list 抵达名单 luggage tag 行李标签 registration form 登记表 restaurant reservation 餐厅预订 convention or meeti

37、ng name tags 会议姓名标签 asking the guest 询问客人,Hot Tip, Some useful sentences in the Housekeeping 客房服务实用表达,Please follow me, I will _.,show you to your room 请跟我来，我会领您去您的房间。 tell you about the hotel 请跟我来，我会向您介绍一下酒店。 show you the way 请跟我来，我会给您带路。 give you a room tour 请跟我来，我会带您参观一下房间。 explain the room to yo

38、u 请跟我来，我会向您介绍一下您的房间。,Hot Tip,This room is a/ has _.,deluxe room 这是一个豪华间 suite 这是个套房 standard room 这是个标准间 one queen-sized bed 这个房间有张大床 two twin bed 这个房间有两张双人床,Hot Tip,Please _.,Please the key card here for electricity 请把钥匙卡插在这里取电 Use the doorknob cards for for more services 如需更多服务，请使用门把上的卡片。 Use the

39、digital alarm clock or wake-up service 请使用数字闹钟或叫醒服务 Call room service anytime 可随时打电话要求客房送餐服务 Call us if you need anything 如有任何需要请给我们打电话,Hot Tip,Task 2 Chamber Services 工作任务二 客房服务,Task Objectives 任务目标 After learning, you should be able to: 学完后，应该掌握： clean the guest room 提供清洁客房服务 offer turn-down servi

40、ces 提供做夜床服务 provide extending bed serviles 提供加床服务 provide room services 客房送餐服务 offer wake-up call services 提供叫早服务,Hot Tip,Sub-task 1: Cleaning the Room 子任务一 清洁客房,Sample 1,情景实例一,Scene: The room attendant comes to clean the guest room. He knocks at the door first. (A= Attendant, G=Guest) A: Housekeepi

41、ng. May I come in? G: Yes, please. A: Good morning, sir. May I clean your room now? G: No, not now. Thanks. Im not feeling very well now. Ive caught a cold. A: Oh, Im sorry to hear that. Shall I get you a doctor, sir?,Hot Tip,G: Not necessary. Ive got some medicine in the mini-bar. Would you switch

42、on the electric pot to make me some water？ A: Certainly, sir. May I replace the bathroom towels and other toilet articles? G: Thats very nice of you. A: Anything else I can do for you, sir? G: No, thanks. I just want to take a bath and then have a good rest. A: Let me press the“Do Not Disturb” butto

43、n for you. When you want me to make up the room, please turn off the“DND” sign or dial 8 to the Floor Service Desk. Ill be back to your service right away. G: So kind! Thank you very much. A: Im always at your service. I hope youll be better soon.,Hot Tip,Words and Expressions,词汇与表达,catch a cold 得了感

44、冒 medicine n. 药物 boiled water 开水 switch on 打开 electric pot 电壶 replace v. 更换,bathroom n. 浴室 towel n.毛巾 toilet articles 卫生用品 disturb v. 打扰 button n. 按钮 make up 收拾 turn off 关闭,Hot Tip,Sample 2,情景实例二,Scene: A guest gets the room attendant to ask for an early cleaning. (A=Attendant, G=Guest) A: Good morn

45、ing, Mr. and Mrs. Johnson. Good morning. You see its nearly 11 oclock, but our room hasnt been made up yet. I wonder why? A: Im so sorry, madam. Ill be there as soon as I finish this one. G: All right. Could you do our room first next time? We always seem to be the last.,Hot Tip,A. Well, I have a se

46、ction of fourteen rooms and I always do the check-out room first unless there is a request. G: Why? A: We have to get the room ready for sale by the Front Office. G: Oh, I see. Wed like our room to be made up early in the following days because well have a few friends coming to visit us. Could you d

47、o the room at 8 oclock from tomorrow? A: Certainly, madam. We always try to have rooms made up early on request. Just let me know what you need. If we can, well try our best. G: Good. We do hope you put our room first next time. A: No problem. I hope you are enjoying your stay with us.,Hot Tip,Words

48、 and Expressions,词汇与表达,wonder v. 猜想 on request 根据请求,Hot Tip,Situational Training,情景实训,Role play 1. A room attendant is going to clean the room for Mr. White now. Mr. White admits her to do the room now, but he asks the room attendant to clean the room firstly. When the room attendant finishes cleani

49、ng the room, Mr. White asks her to give him three hangers (衣架) and another blanket (毯子). The room attendant tells Mr. White she will bring them to his room immediately.,Hot Tip,2. A room attendant wants to do the cleaning in Mr. Whites room. Mr. White asks her to clean his room later, because his fr

50、iend will come to visit him soon. However, it is hard for him to tell the room attendant the timing of cleaning. The room attendant advises that he should place the“DND” sign outside the door when his friend comes. If Mr. White wants her to clean the room, he can call the Floor Service Desk for serv

51、ice. So the room attendant will come to do the service at once.,Hot Tip,Sub-task 2: Turn-down Services 子任务二 做夜床服务,Sample,情景实例,Scence: In the late afternoon, the room attendant knocks at the door of a guest room. She is going to offer the routine turn-down services. (A=Attendant, G=Guest) A: Room Att

52、endant. May I come in? G: Yes. A: Good evening, Ms. Brown. I hope Im not disturbing you. May I do the turn-down services for you now? G: Oh, I guess you need to clean up the bathroom first. Its a mess. A: Yes, I will. Do you mind my closing the curtains? Night is falling now. G: Yes, go ahead. And t

53、urn on the lights. Im going to read todays evening newspaper. -,Hot Tip,A: All right, maam. Which bed would you prefer to use for the night? G: Well, Id like the one by the window. A: Okay, let me make the bed right now. G: Thanks. Oh, by the way, could you bring in some drinks and crackers? A: Yes,

54、 I am about to check the mini?鄄bar and refill it. Besides, Ive also brought some fresh fruit for you, including strawberries. G: Thats very kind of you. I love strawberries very much. A: Im glad you enjoy them. Anything else I can do for you? G: No more. Thank you very much. A: Im always at your ser

55、vice. Goodbye, and do have a pleasant evening.,Hot Tip,Words and Expressions,词汇与表达,routine a. 日常的 mess n. 混乱 curtain n. 窗帘 cracker n. 饼干 strawberry n. 草莓 Turn-down service 做夜床服务 make the bed 铺床,Hot Tip,Situational Training,情景实训,Role play A room attendant wants to do the turn-down services for Mr. Bl

56、ack. But Mr. Black doesnt want to do it because he doesnt feel very well. He just wants some fresh towels. The room attendant promises to bring them right away.,Hot Tip,Sub-task 3: Extending the Bed 子任务三 加床服务,Sample,情景实例,Scene: A room attendant comes into the room to do the turn-down services. The guest wants her to clean the bathroom at once and requires an extra bed. (A= Attendant, G=Guest) A: Good evening