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1、客房情景对话Service Position:The Housekeeping Department is one of the main operational departments of a hotel. Its main duty is to see to the cleanliness and good order of all the rooms and public areas in the hotel, provide all kinds of facilities and services so as to create a convenient comfortable, t
2、idy and secure living environment for the guests. Moreover, it also provides supports for other departments and coordinates the work closely with other department.Housekeeping is the heart of the hotel industry, though it doesnt generate sales directly, as the FoodBeverage Department and the Sales D
3、epartment do. The entire hotel depends on the smooth, efficient management of the Housekeeping Department.H: HousekeeperG: Guest清洁房间、洗衣服务Procedure of Service:l Knock at the door gently three times.l Say: “Housekeeping”.l Ask the guest whether he can clean the room now.l Greet the guest.H: Housekeepi
4、ng. May I come in?G: Yes. Come in, please.H: Im sorry to disturb you, sir. May I clean the room now?G: OK, you can do now. And I have some clothes to wash. Can you send someone to Room 202 to pick up my laundry?H: Certainly, sir. Would you like express laundry or ordinary laundry service.G: What is
5、the difference?H: We charge 50% more for express, but it only takes 5 hours. Which one would you prefer?G: express laundry service.H: OK. Ill ask somebody to pick your laundry at once. I hope you have a good day. Good-bye .晚床、加床服务Procedure of Service:l Ask the guest if he wants turn-down service now
6、.l Turn down the bed.l Express your wishes to the guest.H: Good evening, Housekeeping. May I come in?G: Come in, please.H : Good evening，sir. May I do the turn-down service for you now？G: Ok, You can do now. Could I have an extra bed? One of my friends will stay here with me for a night.H: Of course
7、. But please call the front desk first. With the permission of the front office, Ill get you one.G: Ok, Ill call them then.How much shall I pay for the extra bed service?H: The rate of the extra bed is 30RMBG: Thank you very much.H: Youre welcome. I hope you have a very pleasant evening.送餐服务Procedur
8、e of Service:l Greet the guestl Get the information from the guest. What the guest wants. The special demands for cooking. The guests name and his room number.l Confirm what the guest books.l Tell the guest the order will be ready soon.H: Good morning，room service. What can I do for you?G: Id like t
9、o book you room service for breakfast.H: We offer three types of breakfast: American, continental and Chinese. Which one would you prefer?G: What does Continental breakfast have?H: Oranges juice, toast with butter, coffee or tea?G: That would be fine, I will take it. Id like a coffee with two sugars
10、, please.H: I see. May I have your name and room number, please?G: Sure, Jon Smith in room 202H: Let me confirm your order. Mr Jon Smith in room 202, continental breakfast, coffee with two sugars. Is that right?G: Exactly. Is there an extra charge for room service?H: We add a 10% service charge.G: O
11、k, Please send them as soon as possible.H: Your order will arrive in 15 minutes, See you.设备电器维修服务Procedure of Service:l Greet the guestl Patiently and carefully listen to what the guest says.l Say “sorry” or “apologize” to the guest.l Get the room number from the guest.l Tell the guest what will be
12、done at once.l Inform the repairman to repair at once.l Check what has been made by the repairman.H: Good evening, HousekeepingMay I help you？G: Yes, There is something wrong with some of the facilities in the bathroom.H: Im sorry to hear that. What exactly is the mater, sirG: The toilet doesnt flus
13、h, I can t turn off the faucet. The bathroom will become a small lakeH: First, I do apologize for the inconvenience. Ill have the Maintenance Department fix these right now. Would you please tell me your room number?G: 202H: Room 202. Thank you for bringing the problems to our attention. And I apologize for the inconvenience as well. The repairman will come to your room soon.G: Ok, I see.H: Ill call you in about 20 minutes.
