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1、客房部模拟操作演练旁白：客房部培训成果展示开始旁白：客房部培训成果展示开始Narrator: Housekeeping train场景一：迎客场景一：迎客 收洗衣收洗衣Waitting for guest laundry service 由于客人较多由于客人较多 礼宾部人手不够礼宾部人手不够 需要客服部协助需要客服部协助 楼层服务员在楼层服务员在楼梯口进行迎接。楼梯口进行迎接。As Concierge is not staffed with many people, hence the concierge manager requests the House keeping manager t
2、o assist with an House keeping staff to carry the guest luggage. 旁白：服务员给客人介绍房间设施设备旁白：服务员给客人介绍房间设施设备 客人感到非常满意客人感到非常满意 Narrator: House keeping staff has properly escorted the guest to their room and explained the various facilities, as available.and guset feel very satified旁白：当服务员检查衣服时，发现了衣服的袖子有点脱线旁白：
3、当服务员检查衣服时，发现了衣服的袖子有点脱线 于是于是服务员询问客人是否需要缝补服务员询问客人是否需要缝补Narrator: When the staff collected the Guest laundry, the cloth had a repair which required mending and the guest was duly informed.旁白：经过前台的核实旁白：经过前台的核实 确认客人的身份是正确的确认客人的身份是正确的Narrator: The House Keeping staff has already confirmed and verified the
4、 identity of the guest with the front desk.客房部模拟操作演练场景二：为客开门场景二：为客开门 客人从市场回来客人从市场回来G:亲爱的亲爱的 义乌的市场太大了义乌的市场太大了 太好了太好了 要不是和你朋友约好了要不是和你朋友约好了 我还想再逛逛呢我还想再逛逛呢G I have an appointment with my friend and so we have to return to the Hotel. G:下次再逛把，下次再逛把， ， ，呀，呀 房卡忘记在房间了房卡忘记在房间了 服务员服务员 请帮我开下们请帮我开下们 我的房卡忘记在房间里了我
5、的房卡忘记在房间里了G Oh! I have forgotten my room card. Can you please help me to open my room door.A:好的您稍等好的您稍等 我需要前台帮您核实一下身份，我需要前台帮您核实一下身份， （侧身给前台打（侧身给前台打电话）电话）A Yes Sir. Sure! I will connect you to the front desk for verification, if you dont mind sir.A：您好：您好 我是楼层服务员我是楼层服务员 3315 房间的客人需要开门房间的客人需要开门 请帮我核请帮我
6、核实下身份实下身份A Hello, Front desk, I am the House keeping staff from third floor. We have the guest of Room number 3315, who wants us to open the room door for him. Can you please provide us with clearance to open the door.旁白旁白 经过前台的核实经过前台的核实 客人的身份是正确的客人的身份是正确的Narrator: The guest verification process was
7、 duly carried out by the Front desk and clearance was given to the House Keeping staff to open the door.客房部模拟操作演练场景四场景四 送充电器送充电器G:呀呀 充电器忘记带了充电器忘记带了 亲爱的亲爱的 帮我问下客房中心有没有充电帮我问下客房中心有没有充电器器G I forgot my phone charger. Can you please contact House Keeping to provide me with a charger?G:好的好的 等一下等一下G Now I a
8、m busy, you contact yourself. A:您好您好 客房中心客房中心 有什么可以帮助您？有什么可以帮助您？A Hello Sir, Thanks for calling House keeping. I am Alice. How may I assist you?G:我先生的手机充电器忘记带了我先生的手机充电器忘记带了 请问你们那有吗？请问你们那有吗？G Yes Alice, my husband forgot to bring the cell-phone charger. Can you please provide us with an alternative.A
9、:好的我帮您查一下好的我帮您查一下 请问是什么型号的请问是什么型号的 ？A Of course. We are at your service Madam. Can you please advise me the detail about the phone like make and model number.G: 是苹果的是苹果的 G Apple iPhone-4.A:您好朱女士我已经查到了您好朱女士我已经查到了 有的有的 我现在就让服务员给您送去我现在就让服务员给您送去可以吗？可以吗？ 客房部模拟操作演练A Yes Madam, we have one available. I will send it across to your room.G:好的谢谢好的谢谢 G OK. Thank you!A:您请稍等您请稍等 感谢您的来电。感谢您的来电。A Thank you for calling House keeping. Have a nice day/evening.
