饭店英语 教学课件 作者 李佳 主编 chamberservices.pptVIP

尚辅网 尚辅网 1. C=Clerk G=Guest C: ________________. May I come in? G: Come in, please. C: ___________, sir and madam. ________________________________? G: Oh, we are expecting some friends. _____________________________? C: Certainly, sir, but it is 9 o’clock, and I go off at 10:00 p.m. ______________ if I returned at 9:45? G: Well, I’m not sure. They may be a little late. C: ____________, sir. Just put out the “Do Not Disturb” sign, and if I see it, I won’t knock again. G: Then we don’t get the turn-down service? Role play Situation 1: The room attendant comes to the room. She/he finds out if the client would has like to have the room cleaned. The client doesn’t want the room cleaned because he caught a cold. The attendant offers some help. Thank you for your attention! * * 尚辅网 尚辅网 尚辅网 Teaching Objectives 1 2 3 To know etiquette of chamber service To know the procedures of cleaning rooms To know how to do turn-down service 尚辅网 Basic Information Turn-down service 做夜床，也称“开床”。包括去做床罩，整理被褥、 毯子，拉拢窗帘，开启部分灯光，整理浴室，清倒 垃圾，添换开水等服务。 尚辅网 房间状态常用英语 住客房 （Occupied -------OCC），即客人正在使用的房间。 走客房 （Check out-------C/O），表示可热已经结账并已离开客房。 空房 （Vacant------V），昨日暂时无人租用的房间。 未清扫房 （Vacant dirty-----VD），表示该客房为没有经过打扫的空房。 已清扫房 （Vacant clean -----VC），又称OK房，表示该客房已清扫完毕，可以重新出租。 请勿打扰房（Do not disturb-------DND），表示该客房的客人因睡眠或者其他的原因不愿服务员打扰。 请即打扫房 （Make up room-------MUR），表示该客房住客因会客或者其他的原因需要服务员立即打扫。 Basic Information 尚辅网 淡季时清扫顺序 部门指示要打扫的房间 挂“请速打扫”牌房间 走客房 VIP房间 住客房 空房 Basic Information 尚辅网 Basic Information 旺季时的清扫顺序 部门指示要打扫的房间 空房 走客房 挂“请速打扫”牌房间 VIP房间 住客房 尚辅网 Cleaning the room knock at the door, and tell your identity. ask whether the guest need room-cleaning. ask whether the guest has any other requirements. extend wishes. Service procedure 尚辅网 Service procedure II. Turn-down service knock at the door, and tell your identity. ask whether the guest need turn-down service. ask whether the guest has any other requirements. extend wishes 尚辅网 Ⅲ. Leasing things ask the room number of guest. tell