Hotel EnglishProject 1 Guiding the Guests to their Rooms.docx
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HotelEnglishProject1GuidingtheGueststotheirRooms
ChapterTwoHousekeepingService
模块二客房服务
Project1GuidingtheGueststoTheirRooms
项目1引领客人入房
Project2ChamberService
项目2客房清洁服务
Project3LaundryService
项目3洗衣服务
Project4Turn-downServiceandExtendinganExtraBed
项目4夜床服务和加床服务
Project5RoomService
项目5客房送餐服务
Project6Wake-upCallService
项目6叫醒服务
Project7MaintenanceService
项目7维修服务
Project1GuidingtheGueststotheirRooms
ProjectGoals:
Afterstudythisunit,youwillbeableto:
●accompanytheguesttotheFrontDesk
●accompanytheguesttotheroom
●introducefacilitiesandservices
●introducetothegroupguests
Project1GuidingtheGueststoTheirRooms
lobby_____
lift_____
corridor_____
dininghall_____
1.bathtub
a.热水壶
2.washbasin
b.衣橱
3.toiletbowl
c.床头控制开关
4.switches
d.抽水马桶
5.mini-bar
e.空调调节器
6.closet
f.有线电视
7.thermosbottle
g.迷你型冰箱
8.keycard
h.浴缸
9.cableTV
i.洗手池
10.airconditioncontrols
j.钥匙牌
a.Whatarethedutiesofafloorattendant?
b.Whatshouldyoupayattentiontowhenyoushowgueststherooms?
c.Howtobehaveveryformallyandpolitely?
NewWords
roomdepartment客房部
floorsupervisor楼层主管
roomattendant客房服务员
extensionnumber分机号码
brochure小册子
dataport网络端口
transformer变压器
socket插座
keytag钥匙板
Thehousekeepingdepartmentmustbethemostimportant.Ithasthegreatestproportionofstaffinghourstocover,themoststaff,themosthourstocoveranditisacostcenter.Unliketherestaurantandbar,whicharerevenuecenters,andaslongastheyarenotoverstaffed,themorestaffyouhavethemorerevenueisgenerated.Thehousekeepingdepartmentisalsotheonethecustomersnoticemostifanythingiswrong.Youhavetohavetherightnumberofstaffonduty.
Thehousekeepingdepartmentcanhavethefollowingstaff:
housekeeperandassistanthousekeeper,roommaids,cleaners,staffmaids,cloakroomattendants,houseporters,valets,laundryandlinenkeeper.Thestaffhoursofcoverdependonthehotelandtypeofcustomers.Thestaffneedtobescheduledaccordinglyandinaratiotothenumberofguestsstayinginthehotel.Fortunately,mostpeoplebookaheadandtheworkloadisknownwellinadvance,especiallyduringpeakperiods.
TheHousekeepingDepartmentisresponsibleforcleaningguestroomsandpublicareassuchasthelobby,publicrestrooms,meetingrooms.Itisalsoresponsibleforperformingspecialrequestsandsometimesmaintainingoutsidegrounds.ItistheHousekeepingDepartment’sresponsibilitytokeepasmanyroomsavailabletonewguestsaspossible.TherelevantinformationmustbeconveyedtotheFrontDeskinaninstant;otherwise,asalemightbelost.Asamatteroffact,ahotel’sincomedependslargelyonthenumberofroomsoccupiedatanygiventime.Inalargehotel,cleaningpublicroomsisnearlya24-hourjob.Thelobbymustbekeptcleanallthetimeforitgivestheveryfirstimpressiontotheguest.Publicrestroomalsoneedtobekeptspotlesscleanalldayintothenightuntilalltherestauranthaveclosed.Withchangesofmodernlife,theHousekeepingDepartmenthasalsoundergonechanges.Itsjobisnolongerjustcleaningtherooms.ItisalsoresponsibleformoreglamorousthingssuchasinteriordecorationandarrangingfreshflowersforVIPs.SomeotherspecialrequestshandledbyHousekeepingDepartmentincludeloaningbabycribsandhairdryers,etc.Besides,itisalsoinchargeoflostandfounditems.
□Cleaningguestroomsandpublicareas.
□ReportingavailableroomstotheFrontDesk.
□Providingspecialservicestoguests.
□Keepingkeycardsforguests.
□Safeguardingthepropertiesofguests.
□Takingresponsibilityforlostproperty.
□Maintainingandrepairingthefacilities.
□Dealingwiththecomplaints.
各位好，现在我给大家讲解一下楼层服务人员引领客人时应该注意的几点：
1.接过客人的房间钥匙，帮助客人提拎行李。
2.如客人的房间在走廊的左侧，则服务人员应在客人的右前方引领；如客人的房间在走廊的
右侧，则应在客人的左前方引领。
3.引领的过程当中如遇拐弯、上下楼梯，则应停下向客人伸手示意。
4.在房门前，放下行李，先敲门，然后用钥匙打开房门，请客人先进入客房，然后服务人员提行李进入。
5.进房后应征求客人意见摆放行李。
6.向客人简单介绍房间设备，并告知客人如有需要可用电话通知楼层服务台或客房服务中心。
7.向客人道别并祝客人在酒店生活愉快。
8.退出房间应面朝房内将门轻轻带上。
NewWords
strenuous繁重的，艰苦的
punctual准时的
transient临时的
reliable可靠地
trustworthy值得信赖的
observant敏锐的
adaptable随和的
tactful机智的
Roomattendant（A）:
Goodafternoon,sir.Welcometoourhotel.Iamyourroomattendant.
Guest（G）:
Goodafternoon.
A:
IsthereanythingIcandoforyou?
G:
Yes.Wouldyoupleaseshowmetomyroom1216?
A:
Certainly,sir.Pleasecomethisway.Yourroomisalonghere.
（Afterawhile）
A:
Hereweare.MayIhaveyourroomkey?
G:
Sure.Hereitis.
A:
Ihaveopenedthedoor.Afteryou,please.
G:
Thanks.
A:
Thisisyourairconditioningcontrolunit.Letmeshowyouhowtouseit.
G:
Isee.Thankyou.Hownicetheroomlooks!
A:
Yes.ThisroomhasaviewoftheCentralGarden.
G:
Bytheway,what’smytelephonenumber?
A:
Theextensionnumberisjustthesameasyourroomnumber.
G:
Isee.Howaboutthelaundryservice?
Mysuitneedswashing.
A:
Youcandial2215forlaundryservice.Someonewillpickupyourlaundryimmediately.
G:
Whereisthebrochure?
Ineedtoknowsomeavailableservices.
A:
Itisinthedrawer.
G:
Thankyou.Bye-Bye.
A:
Mypleasure.Pleaseletusknowifyouneedanything.Enjoyyourstayhere.
Attendant（A）:
Goodmorning,sir.
Guest（G）:
_____________________________
A:
Yes,sir.Pleasecomethisway.Hereisyourroom.Openthedoorafteryou.
G:
Itisalittledark.
A:
_____________________________
G:
Ok,thankyou.Doyouknowwhenroomserviceisavailable?
A：
It’savailabletwenty-fourhoursaday.Youwillfindabrochurewithfullinformationinthefirstdrawerofthedresser.
G：
Ok,howaboutmytelephonenumber?
A：
_____________________________
G:
Thankyou.Hereissomethingforyou.（Givingtips）
A:
_____________________________
G:
No,thanks.Goodbye.
A:
_____________________________
a.ShallIdrawthecurtainforyou?
b.Thetelephonenumberisjustthesameasyourroomnumber.
c.Goodmorning.Couldyoushowmemyroom302?
d.Iamalwaysatyourservice.Haveaniceday.Goodbye.
e.Thatisveryniceofyou.IsthereanythingIcandoforyou?
Attendant（A）:
Welcometoourhotel.IsthereanythingIcandoforyou?
Guest（G）:
Well.Whereisroom510?
A:
Wouldyoucaretowalkthiswayplease.
A:
Thisisyourroom,sir.Pleasemakesurethekeycardisinsertedoryouwon’tbeabletoturnonthelights.
G:
Itisalittlecoldhere.
A:
Youcanadjusttheswitchofthecentralairconditioningsystemonthewallandchoosethetemperatureasyoulike.
G:
Thanks.WherecanIgetsomedrinks?
A:
Thereisathermosonthetreatable.Itisfreeofcharge.Thereisalsoamini-baroverthereandyoucanpickupwhateveryouwant.Thecostwillbeaddedtoyouraccount.
G:
That’sgreat!
CanIusetheInternethere?
A:
Yes.Everyroomhasadataportandyoucangetloggedtothenetanytime.
G:
Thanks.Youareveryhelpful.
A:
Youarewelcome.Ihopeyouwillenjoyyourstayhere.
G:
Thankyou.Goodbye
A:
Bye
NewWords
laundryservice洗衣服务
dresser梳妆台
drawer抽屉
tips小费
keycard钥匙卡
insert插入
teatable茶几
freeofcharge免费
net网络
Questions：
Whatcantheguestdoifshedoesnotwanttobedisturbed?
Whenisroomserviceavailable?
Attendant:
Goodmorning.Iamyourroomattendant.NowIwillshowyoutoyourroom.CouldIlookatyourroomnumbercard?
Guest:
Certainly.Myroomnumberis1402.
Attendant:
Allright.Comethisway,please.MayIhelpyouwithyourluggage?
G:
Thanks.
Attendant:
Ihaveopenedthedoor.Afteryou,please.
Guest:
Thanks.
Attendant:
Pleasemakesureyourkeycardinserted.Letmeputyourluggageinthecloset.
Guest:
Itisverykindofyou.
Attendant:
Youmustbetiredafterthelongjourney.Pleasehavearest.ShallImaketeaforyou?
Guest:
Yes,youaresoconsiderate.Bytheway,Idon’twanttobedisturbed.YouknowIamtiredactually.
Attendant:
Justplacethis“PleaseDoNotDisturb“signoutsidethedoor.
Guest:
Thanks.Canyoutellmewhentheroomserviceisavailable?
Attendant:
Itisonlyavailablefrom6a.m.to10p.m.everyday.
Guest:
Oh,Isee.Hereisyourtip.
Attendant:
Thankyou.Thebrochureisinthefirstdrawerofthebesidetable.Youcangetinformationaboutourfacilitiesandservicesfromit.IsthereanythingelseIcandoforyou?
Guest:
No,thanks.Bye-bye
Attendant:
Bye.Haveanicestay.
Exercise1
Staff:
Goodmorning.Welcometothesixthfloor.Iamyourroomattendant.
Guest:
Goodmorning.___________________.Couldyoushowmemyroom?
Staff:
Thiswayplease.
（Afterawhile）
Staff:
Hereweare.Letmeopenthedoorforyou.___________________?
Guest:
Yes.Hereitis
Exercise2
Staff:
___________________,Mr.Black?
Guest:
Thisroomlooksverycomfortableandcozy.
Staff:
Yes,itisfacingsouth.Youcanhaveagoodviewofthepark.IsthereanythingIcandoforyou?
Guest:
No.___________________.
Exercise3
Staff:
MayIshowyoutheroomfacilities?
Guest:
Thanks.
Staff:
Pleasebesuretoinserttheroomcardintheslot,otherwisethepowerwillbecut.Hereisourhotel’sServiceInformationBooklet.___________________.
Guest:
Great!
Thankyou.
Exercise4
Staff:
Thisisthepanelonthenightstandcontrolsthedifferentdevicesintheroom.___________________.
Guest:
Yes,Isee.Doyouhaveasockethere?
Staff:
___________________.HereinBeijingthevoltageis220V.
Exercise5
Staff:
___________________.
（晚上上好.欢迎光临本酒店。
我叫刘杰，我是一名客房服务员。
）
Guest:
Goodevening.WhereisRoom1260?
Staff:
___________________.
（请走这边。
）
Guest:
Whenwillmyluggagearrive?
Sta
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