资源简介

(共20张PPT)
Chapter 2 Housekeeping Department客房部
Unit 1 Cleaning the Room 打扫房间
Training Objectives实训目标
After learning this unit, students will be able to:
1. Understand the hotel housekeeping procedures.
2. Understand basic housekeeping service.
3. Offer basic housekeeping services.
4. Deal with the guest complaints.
Working Procedures工作程序
Asking for Permission to Enter a Room→ Greeting→Asking Whether to Clean the Room or Not→Cleaning the Room→Asking the Guest Whether they Need Any Help→Expressing Best
New Words and Expressions
1. mess n. 肮脏；杂乱
2. pillow n. 枕头
3. hanger n. 衣架
Useful Words and Expressions
1. bed sheet床单 5. standing lamp 落地灯
2. bed throw 床旗 6. carpet 地毯
3. pillow case 枕头套 7. duvet/duvet cover 被子/ 被套
4. mattress 床垫 8. mattress pad 床褥
Useful Sentences
Housekeeper Guest
Asking for Permission to Come in
1．Housekeeping. May I come in
2．Excuse me, sir. May I come in
3．Sorry to disturb you. May I come in to clean the room 1．Yes, please.
2．Come in, please.
3．No problem. Please go ahead.
Housekeeper
Guest
Asking Whether to Clean the Room or Not
1. Good morning, sir. May/Shall I clean your room now
2. Excuse me. Would you like me to clean your room now or later
3. What time would it be convenient, sir
4. What time would you like me to come back 1. Sure.
2. I’m sorry, but could you come back later
3. At 10 a.m.
4. In 20 minutes.
Cleaning the Room
1. I need to vacuum now, Ok
2. It’s getting dark. Shall I draw the curtains for you, sir
3. May I move your clothes off the bed so I can make the bed up
4. May I move your things in the bathroom so I can clean it 1. Sure, go ahead.
2. Certainly, sir.
3. OK, please.
4. I’d prefer you don’t move my things.
5. No, please leave the things as they are.
Asking the Guest Whether to Need any Help
1. Is there anything else I can do for you
2. My job is done, sir. Anything else I can do for you
1. No, thank you.
2. No, that’s all. Thank you very much.
3. Could I have one more bath towel
4. May I have an extra pillow
Expressing Good Wishes
Enjoy your stay, sir.
Thank you.
续表
Section B Handling Complaints/ Case Discussion 投诉处理/案例讨论
One day at 5 o’clock p.m., a guest from Room 1809 complained to the manager on duty that housekeeper had ignored the “DND” sign hung on his room’s door knob and knocked at his door. He said he had been working very late at night. He felt very tired and wanted to sleep during the day, so he hung the “DND” sign on the door knob all day, but he was still disturbed.
1. What does the “DND” sign mean
2. In this case, how would you deal with the guest’s complaint
Section E Summary小结
In this unit, we have learned about the procedures and main tasks of cleaning a room. As a housekeeper, he or she should offer the guest the best service, cleaning the rooms and make them look clean, tidy and comfortable.
Unit 2 Maintenance Service 维修服务
Training Objectives实训目标
After learning this unit, students will be able to:
1. Master the words and useful expressions about maintenance service.
2. Understand the procedure of maintenance service.
3. Offer maintenance services.
4. Deal with the guest’s complaints.
Working Procedures工作程序
Greeting→Learning about the Guest’s Problem→Making Apologies to the Guest→ Asking about the Room Number→Sending a Repairman to Repair Things at Once→Solving the Problems→Telling the Guest Everything is All Right→Expressing Good Wishes to the Guest
New Words and Expressions
1. light bulb 灯泡
2. electrician n.电工
3. Maintenance Department 维修部
4. burn out 烧坏
5. technician n.技工，维修工
Useful Words and Expressions
Facilities in the Room
Problems
1. toilet 马桶
2. air-conditioner 空调
3. broadband 宽带
4. tap 水龙头
5. washbasin 盥洗池
6. hot water heater 热水器
7. switch 开关
8. lamp 台灯
1. clogged up 堵住
2. keep dripping 不停地滴水
3. leak 漏水
4. broken 坏了
5. flush 冲水
6. burn out 烧坏
7. something wrong 出问题
8. doesn’t work 坏了
Section B　Handling Complaints/ Case Discussion 投诉处理/案例讨论
A guest from Room 1204 calls the Housekeeping Department. He is very angry. He complains about the facilities in the bathroom. The shower head is clogged. The toilet can’t flush and the light bulb is burnt out, too. If you receive the guest’s complaints, what steps do you take
Section E Summary小结
In this unit, we have learned about the procedures of hotel maintenance service and useful words or expressions for offering service. To ensure hotel maintenance standards are achieved, the hotel maintenance worker must perform a variety of tasks. From preventative maintenance to repair work, hotel maintenance workers must strive to keep the hotel at a high quality level.
Unit 3 Laundry Service 洗衣服务
Training Objectives实训目标
After learning this unit, students will be able to:
1. Master the useful expressions and the procedure of laundry service.
2. Know how to offer the laundry service.
3. Deal with the guest’s complaints.
Working Procedures工作程序
Giving Information about Laundry Service→Collecting Laundry→Checking Clothes Before Laundry→Making Special Statements about Laundry→ Asking for Special Requirements→Dealing with Complaints
New Words and Expressions
1. laundry n. 洗衣
2. charge n. 费用 v. 收费
3. express service 快洗服务
Useful Words and Expressions
Laundry Service
Clothing
1. ironing 熨烫
2. pressing 熨烫
3. dry cleaning 干洗
4. washing 水洗
5. hand wash 手洗
6. machine wash 机洗
7. express service 快洗服务
8. standard laundry 普通服务
1. suit 西装
2. skirt 短裙
3. dress 连衣裙
4. slacks/pants 西裤
5. overcoat 大衣
6. scarf 围巾
7. sweater 毛衣
8. jacket 夹克
Section C Practical Tips小贴士
I. Duties of the laundry attendant
A hotel laundry attendant works as part of the service or hospitality team in a hotel. Laundry is an essential part of hotel service, ensuring that the cleanliness of all linens and garments are maintained by the hotel. This is important to a guest’s wellbeing, comfort and overall satisfaction. The quality of the hotel laundry can be a factor in whether a customer returns to the hotel again.
II. How to Use Hotel Laundry Services
A lot of good quality hotels offer laundry services for their guests. The cost of this may vary from one type of accommodation to another, but the process for using it is fairly standard. Written below are some instructions on how to get your garments washed and pressed while on a trip.
First, you need to locate the laundry bag inside your hotel room or suite. This can usually be found in the bathroom or a closet.
Next, check the cost of each item and the requirements for service by reading the attached card. Gather all the pieces of clothing that need to be laundered and place them in the bag that was provided and tie it securely.
Then, fill out the attached card and indicate any garments that might need special attention. Once that is done, call the front desk to inform them that the laundry is ready to be picked up. Leave the dirty clothes where the hotel staff instructs you. At this point, you simply need to wait for items to be returned. If you sent it out in the morning, it will generally be returned before dinner.
Tipping for laundry service is not necessary, but it’s appreciated if the service was better than expected.
Section E Summary小结
In this unit, we have learned some words and useful expressions for the laundry service and the main tasks of a maintenance worker. Laundry workers should know about the procedures of service and know how to deal with the guest’s complaints.

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