1、Hotel English,Mrs Liu,Goal 1. Show guests around the room and introduce the room facilities. 2. Know how to communicate with guests when cleaning the room. 3. Learn how to deal with laundry service and turn-down service. 4. Learn how to ask guests about the maintenance problems.,Unit 3 The Housekeep
2、ing Department,Lesson 1 Introduction to the Room Facilities Lesson 2 Room Cleaning Lesson 3 Laundry Service and Turn-down Service Lesson 4 Maintenance Service,Unit 3 The Housekeeping Department,Lesson 1 Introduction to the Room Facilities,Lamp switch,Look and Learn,lamp lmp n. 台灯switch swit n. 开关,Lo
3、ok and Learn,Curtain doorknob,curtain k:tn n. 窗帘doorknob d:nb n. 门把手,Look and Learn,slot socket,Slot slt n. 槽沟 Socket skit n. 插座,corridor krd n. 走廊，回廊insert nst v. 插入，嵌入electricity ,lektrst n. 电adjuster dst n. 调节器，检验员hanger h n. 衣架closet klzt n. 橱，壁橱satellite stlat n. 卫星channel tnl n. 频道,Dialogue,A.
4、 1. laundry bag2. hanger3. closet B. 1. Adam opens the door for the guest.2. The hangers are in the closet.3. Yes, she get online in this room.,Dialogue,Housekeeping department is the backbone of a hotel, for it provides the core product of a hotel a clean and cozy room. The main duty of the houseke
5、eping staff is to make guests stay comfortable and pleased. backbone bkbn n. 支柱，脊柱 core k adj. 核心的staff stf n. 员工前厅部的主要职责是接待客人，为客人输住店和离店手续，安排日常工作，处理紧急事务。礼宾部是前台的一部分。它主要负责接机服务和行李搬运。,Reading 客房部很重要,To be specific, the housekeeping staff is to see to the cleanliness and good order of all room and public
6、 areas in the hotel.specific spsfk n. 具体方面，细节cleanliness klenlns n. 清洁度客人遇到问题或者想在住店期间放松一下时大多会找到前厅部。因此，前厅服务的好坏在客人的脑海里面印象最深。,Reading,1. Can I have some more pillows?我能再要几个枕头吗？ 2. I forget to bring a razor with me. Can you bring me a disposable razor?我忘了带剃须刀，您能给我带一把一次性的剃须刀吗？ 3.Please bring me a pot of
7、coffee.请送一壶咖啡。,Learn More,4. May I borrow an ironing board?我能借用一下烫衣板吗？ 5. Could I possibly have another room key?我能再要一把房间钥匙？ 6. I found the socket for the electric shaver. And I would like to know whether it is 220 volts.我找到了电动剃须刀的接线插座， 但是我想知道它是不是220伏的。,Learn More,Lesson 2 Room Cleaning,Look and Lea
8、rn,Towel bathtubbathtub btb n. 浴缸,Look and Learn,hairdryer bathrobebathrobe brb n. 浴袍,disturb dstb v. 打扰pillow pl n. 枕头iron an n. 熨斗 v. 熨烫colleague klig n. 同事minor man adj. 次要的 experienced ksprnst adj. 有necessity nsest n. 必需品oriented rentd n. 以为目的的,Dialogue,Different types of guests have different n
9、eeds. Sometimes these differences are minor, sometimes great. Some guests are experienced guests who have stayed at the hotel many times. Other guests may be new to the city. Some require only the basic necessities while others need the full resources of the hotel. Whatever the case, successful hote
10、ls have one thing in common: they are all customer-oriented.当客人打电话来询问某事或者因某事向你投诉时，千万不要和客人争论，而应尽你所能弄清情况。 当然，你还可以向客人提问题，这样客人也有机会解释。了解状况后应尽快将问题移交相关部门。,Reading 以客户为中心的酒店服务理念,Lesson 3 Laundry Service and Turn-down Service,quilt kwlt n. 被子carpet kpt n. 地毯slippers slp(r)s n. 拖鞋comb km n. 梳子dry-cleaned v. 干
11、洗express kspres v. 快捷的messy mes adj. 混乱的pillowcase plkes n. 枕头套,Words,spill spl v. 溢出，泼出eg. 1. to spill the soup out down the table把汤洒到了餐桌上2. Turn off the gas when the milk boils. Otherwise it will be spilt.牛奶煮沸后就关上煤气，不然牛奶就会溢出来。reasonable ri:znbl adj. 合理的fulfill fulfil v. 完成eg. These illustrations f
12、ulfil the text.这些插图使正文臻于完整。,Words,slippers quit,Look and Learn,Look and Learn,Comb service guide,Look and Learn,Pillow carpet,Any reasonable requests from the guests must be fulfilled. Moreover, whenever there is an opportunity to “sell the service”, the staff should catch the chance to make a prope
13、r suggestion. They should make sure that they are selling what the guests really want to buy. 应尽量满足客人提出的合理要求。 一旦有机会推销饭店的服务，客房部员工应抓住机会提出恰当的建议。当然，应确保推销的服务正是客人所需要的。,Reading 恰当销售,A 1. Reasonable2. fulfill3. opportunity4. suggestion5. sell B 1. The staff should fulfill the guests request if it a reasonab
14、le one.2. The staff should catch the change to make the chance to make a proper suggestion.,Reading,A. When we do the turn-down service, we usually:1. switch on floor lamp (开地灯)2. tidy slippers (摆拖鞋)3. check the mini-bar (检查小酒吧)4. clean up the room (清洁房间)5. empty the waste bin (倒垃圾)6. make the bed (铺床)7. clean the bathroom (清洁卫生间)8. replace the linens (换布件)9. draw the curtains (拉窗帘),Learn More,B. We usually replenish the following for VIP:1. fresh fruits (水果)2. refreshments (小食品)3. bathrobes (浴袍)4. newspapers (报纸),Learn More,
