饭店服务与管理英语教学课件作者匡宝红6.pptVIP

Unit 6 Housekeeping Department Part One Speaking and Passage Part Two Grammar Part Three Extra Reading Part Four Structure and Vocabulary Part One Speaking and Passage Text Housekeeping Department-the Backbone of a Hotel All hotels are concerned with the comfort and convenience of their customers. From the viewpoint of a customer, the most important part of the hotel is the guestroom. Whatever the size of a hotel，the selling of cleaning and attractive guestrooms is of primary importance in the operation of the hotel. Therefore，the Housekeeping Department is often regarded as the backbone of a hotel. Part One Speaking and Passage The Housekeeping staff, led by the housekeeper, must see to the cleanliness and good order of all rooms areas of the hotel. They make beds，change linens and towels，clean furniture and carpets，wash bathrooms，and do the turn- down. The undry and valet service and many other personal services are also part of their jobs. They are expected to report any signs of age or wear and tear that may make repairs necessary. On the one hand，they must try their best to fulfill the guests‘ requests. On the other hand，they should faithfully run the errands for the department and coordinate their work closely with other departments. Part One Speaking and Passage To a certain extent，many of their jobs are performed out of the sight of the guests，but they make it possible for the guests to feel the heart- felt warmth and live in a comfortable temporary home. Part One Speaking and Passage Dialogue 1 Turn-down Service Situation: The room attendant (RA ) knocks at the door. RA: Housekeeping. May I come ink Mr. Watson (W) :Yes，please. PA: Good afternoon ，sir and madam. May I do the turn- down service for you now? W: Turn-clown? What is it? RA: It is a kind of chamber service done in the afternoon，including removing the bed cover doing some cleaning, etc. Part One Speaking and Passage W: I’ve had a nap and have just taken a sho