酒店实用英语课件冯岩岩 ISBN9787811347845 PPTunit 6.pptVIP

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 1 Sample Cases 2 Technical Training 3 Introduction to Hotels 4 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 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, 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 withdraw 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 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. We’ve 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 any 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