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1、Sub-module 6:Room Service,Professional Competence,Competence Objectives: how to give a general information about room service to the guests how to give a room-cleaning service to the guests how to send meals and book cars for the guests,Contents,Job Knowledge and Experience,Sample Cases,Technical Tr
2、aining,Introduction to Hotels,Job Knowledge and Experience,When you reserve and send a meal for a guest to his room, you should focus more attention on the following: 1. Receiving the guests room service information, you should be accurate and fast recording information and accurately repeat guests
3、name, food, quantity and special requirements; 2. You should memorize the contents of the menu in order to answered all of the questions;,Job Knowledge and Experience,3. You must ask what the guests needs and time. When guests order food to the room attendants or by telephone to the Food Department,
4、 guests should be asked what the needs of what food or drink, cooking and the production of the requirements. To prevent the same foods cooked different ways because of dissatisfaction caused by the guests; 4. When the Guests were eating, without the customers permission, the attendant should withdr
5、aw from the room. After 1 1.5 hours, come back again to care of;,Job Knowledge and Experience,5. And then, get coffee or tea to guests. After 20 minutes, room attendants can clean up the table; 6. The bill folder with both hands should be handed to the guest. Please thanks to the guests for signing
6、or paying cash; 7. You should be back to the housekeeping department to sign a good bill sent to the cashier.,Sample Cases,Case 1: 1. Weve just come from New York and we are not at all used to the time difference here. 我们刚从纽约来，一点也不习惯这的时差。 time difference: 时差 In America, when the people talk about an
7、y topic of time difference, most Americans prefer to say “jet leg”! 2. What kind of call would you like, by phone or by knocking at the door? 您想要哪种叫起服务，电话还是上门叫起？ 3. Ill tell the operator to call you up at 7 tomorrow morning. 我会告诉接线员明早七点准时叫起。,Sample Cases,Case 2: Im sorry to disturb you, madam .May I
8、 clean the room now? 抱歉打扰您，先生，我们想清理这个房间, 现在可以吗？ 2. Im a bit tied up at the moment. Cant you come back later? 我现在有点事情。你们等会儿再来好吗？ 3. Im afraid no cleaning can be done between 4:30 and 6:00 p.m., sir. 下午四点半到六点恐怕无法清理，先生。 4. Could you tidy up the bathroom first? Ive just taken a bath, and its quite a mes
9、s. 可不可以先清洁盥洗室？我刚洗了个澡，还很乱。,Sample Cases,Case 3: How would you like your eggs, maam? 您想怎么做鸡蛋？ 2. Which kind of salad dressing would you prefer, French or Thousand island? 您想用哪种沙拉，法式沙拉还是千岛酱？ 3. We want to order a car. Could you please inform the reception desk about it? 我们想要订辆车。请你帮我通知前台这件事？ 4. The car
10、will be ready for you then. 车会准时等您的。,Technical Training,I. Role Play,Supposing you are a waiter/waitress in the housekeeping department, and now Mr. Hartnett who is the customer in your hotel wants to have some beautiful roses and then delivers to his room in order to give a big surprise to his wife
11、 the next day which is the wedding anniversary.,Technical Training,II. Writing Practice Mr. Fox is going to have a speech tomorrow morning and has lived in Manhattan Hotel for one night, and then Mrs. Fox and their sons come to his hotel to give him a surprise because of his birthday. Now he needs t
12、o add some bed amenities. Write an application for adding bed necessities. The following is his needs: a blanket two pillows a quilt a hair-drier,Introduction to Hotels,Four Seasons Hotel-Singapore,Introduction to Hotels,Escape into a quiet garden enclave in the heart of the city and just minutes fr
13、om the financial district. Enter a world that is intimate and exclusive, yet complete in every way. Bright and spacious, with high ceilings and picture windows accented by our collection of 1,500 original Asian artworks the 255 guest rooms and suites at Four Seasons Hotel Singapore glow anew, enhanc
14、ed in every detail. Behind the scenes, 21st-century technologies, from wireless high-speed Internet access to individually controlled air-conditioning, work tirelessly to ensure comfort and convenience.,Introduction to Hotels,One-Ninety is a bistro grill. The restaurants emphasis is on meat and seafood cooked on the apple wood grill. There are a lot of events and promotions every year. Especially, Valentines dinner is the best place to go in Feb. 14. in Singapore.,Thank you!,“ 工学结合新思维”高职高专财经类十二五规划系列教材,
