(
课件网) 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 ... ...
