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1、Unit Two Housekeeping 客房部- the Backbone of a Hotel第一节 Chamber Service 客房服务. Guest Room Facilites. Procedures of Room Cleaning (main 8 steps)Entering the guestroom collecting the soiled linens (脏了的床上用品) Making the bed Cleaning the bedroom Cleaning the bathroom Replacing the room supplies Vacuuming th
2、e carpet Leaving the room . Dialogs Role play1.Turn-down service: is that replacing the bedcover(将床套拿走)then folding the four corners of the blanket(折好毛毯四角：毛毯和第二张床单的一角折向床中央成45度或斜拉成30度角) Besides drawing the curtain Switching on lamps , Cleaning the bathroom and that reputing fresh towels, fetching boi
3、led water in the mini-jar.Dialogs1. Cleaning the Room 清扫客房(A =Room Attendant, G=Guest)A: Housekeeping, may I come in?G: Come in, please.A: Im sorry to disturb you, sir. Can I clean your room now?G: Oh, Im a bit tied up at the moment. Can you come back later?A: What time will be convenient for you, s
4、ir?G: In one hour.A: Okay, Ill be back in an hour.2. Turn-Down Service 开夜床服务（The room attendant knocks at the door）A: Housekeeping, may I come in?G: Come in.A：Good evening, sir. Can I turn down your bed now?G：Go ahead.（The room attendant turns down the bed.）A：Here is a copy of an English newspaper f
5、or you, sir.G：Thanks. Do you have any ice? Im used to having a nightcap before I go to bed.A：I will go and fetch some for you now.A：Here is your ice, sir.G：Thank you very much.A：Youre welcome. Have a good night.3. Do Not Disturb 请勿打扰G：Are you going to clean my room in a while?A：Yes, sir, after I fin
6、ish cleaning this one.G：My wife is still sleeping .Can you clean it later?A：Sure, sir. But youd better turn on the “Do Not Disturb” sign.G：Okay, Ill turn it on now. Thank you!A：Youre welcome. Please call me whenever you need us.4. Turn-Down Service in the Guest Room In the late afternoon, the room a
7、ttendant knocks at the door of a guest room .She is going to offer the routine turn-down service.A: Room attendant. May I come in?G：Yes.A： Good evening, Ms. Brown .I hope Im not disturbing you .May I do the turn-down service for you now?G：Oh, I guess you need to clean up the bathroom first .Its mess
8、.A：Yes, I will .Do you mind my closing the curtains? Night is falling now.G：Yes, go ahead .And turn on the lights. Im going to read todays evening newspaper.A：All right, madam .Which bed would you prefer to use for the night?G：Well, Id like the one by the window.A：Okay, let me make the bed right now
9、.G：Thanks. Oh, by the way, could you bring in some drinks and crackers?A：Yes, I am about to check the mini-bar and refill it. Besides, Ive also brought some fresh fruits for you, including strawberries.G：Thats so kind of you. I love strawberries very much.A：I am glad you enjoy them. Anything else I
10、can do for you?G：No more .Thank you very much.A：Im always at your service .Goodbye, and do have a very pleasant evening. Entering the Guestroom（UK STANDARD) Procedures （进入客房的10 steps） Step1 Check the room status. 检查房屋状态 Step2 Check for a Do Not Disturb sign. Do not knock if a sign is on the door. 检查
11、有无请勿打扰的标牌。如果有，不要敲门。 Step3 Announce presence. Knock firmly and say Housekeeping. Do not use a key to knock on the door. 通知客人，沉稳地敲门并通报客房服务。不能用钥匙敲门。 Step4 Wait for a response. If you do not hear an answer, knock again and repeat Housekeeping. 等待答复，如果没有回答，重复步骤3。 Step5 Wait a second time for a response.
12、If you still do not receive an answer open the door slightly and repeat Housekeeping. 再次等待答复。如果仍旧没有回答，轻轻的开门并通报客房服务。 Step6 If the guest is asleep or in the bathroom, leave quietly and close the door. 如果客人正在睡觉或在浴室，安静离开并关上门。 Step7 If the guest is awake but dressing, excuse yourself, leave, and close th
13、e door. 如果客人刚醒，没有或正在穿衣，立即道歉，离开并关门。 Step8 If the guest answers your knock, ask when you may clean the room. 如果客人回应，向客人询问可以进行客房服务的时间。 Step9 If the room is unoccupied, position your cart in front of the door and leave the door open. Begin cleaning. 如果房间没人，将服务车停在门前，保持房门打开。开始客房清洁。 Step10 If the guest ret
14、urns while you are cleaning, offer to finish later. Ask to see the guests room key to verify that the key and room numbers match. 如果中途客人返回，停止工作，询问可以服务的时间并准备离开。（一般视情况而定）。 离开前，要求客人出示与客房号相符的钥匙卡。VI.Reading1.Service with a SmileTourists would like to go to hotels with fine reputation. The reputation of a
15、 hotel depends on the degrees of comfort and service it offers to the guests. Service is of first importance. All hotel staff must realize the importance of polite service-service with a smile. Here lies the secret of a smile.Your smile is a message of your good will. Your smile lights up your own face and brightens the lives of all. Your smile is like the sun breaking through the clouds. Smile can open doors and tear down walls. Smiling at each other makes our world warm and bright. Smile at your guests,
