饭店服务课件课本.pptVIP

Part II Housekeeping Department I. Introduction: 1. The importance of the Housekeeping Department Backbone of a hotel, to get the rooms clean and in good order for the Front Office to sell. Without the Housekeeping Department, a hotel cannot operate. 2.The main duties of the Housekeeping Department: To keep the cleanliness and good order of all rooms in the hotel; To coordinate the work closely with the Front Office; To compile a bed occupancy list, room status report two or three times a day; To store/sort/check/issue/repair all the linens ; To provide laundry service; To provide room service. Staff in the Housekeeping Department: Chamber maids → to do the actual cleaning of the guest rooms. Housemen →to deal with the heavy work, such as the moving of the furniture or heavy linen baskets and trolleys. Linen-room attendants → to store/sort/check/issue/repair all the linens Supervisors → to check rooms to see if they are let or vacant; to check that all furniture and furnishings are in good order and repair. Housekeepers → to allocate and supervise all the work of the staff. 4. Situational conversations: 4.1 Guiding to Rooms 4.2Chamber Service 4.2.1. Making up the Room 4.2.2. Cleaning the Room 4.2.3. The Turn-down Service 4.2.4.Room Service 4.2.5. Laundry Service 4.2.6. Wake-up Call Services 4.2.7. Baby-Sitting Service 4.2.8.Maintenance Service 4.2.9. Shopping for the Guest on Request 4.2.10. Offering Extra Service 4.2.11. Shining Shoes 4.2.12. Dealing with Complaints (1) Complaining about Facilities (2) Complaining about Service 4.2.13 Damage Problems Part III Food and Beverage Department I. Introduction: ● Importance of this department : brings in more income than room rentals in many large hotels Different sections include: Restaurant, grill room, snack bar, lounge bar, cafeteria, coffee shop, room service ,lounge service and banqueting Good “dishes”: good cooking + good knowledge and skill, a cordial smile, plenty of cou