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Unit 7 Housekeeping Services

Unit 7 Housekeeping Services

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Unit 7 Housekeeping Services

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  1. Unit 7 Housekeeping Services

  2. Topic 1: Room Service Background Information Every hotel supplies room service. Usually, there is a Room Service Center in the hotel. If you need room service, you can dial the number of the room service center. Room service is 24 hours available for the guests. Most room service orders are given by telephone. The telephone is therefore the first point of contact with room service staff and good telephone technique is vital in creating all important favorable first impression.

  3. Topic 1: Room Service Background Information The person answering the telephone must have a good knowledge of the menu and a professional telephone manner. Furthermore, the telephone must be answered very quickly. The benchmark for a five-star hotel is no more than three rings before it is answered.

  4. Topic 1: Room Service Situational Dialogue Mr. White calls Room Service for their dinner. (A: Waiter B: Mr. White) A:Good afternoon. Room Service. Can I help you? B:This is room 310. I’d like to order dinner. A:What would you like, sir? B:Four beef curry and rice, a salad, two bottles of beer and some fruits. And could you send it up for us please? A:Yes, of course. Your order will be ready for about 10 minutes, sir. Is that all right?

  5. Topic 1: Room Service Situational Dialogue B:Yes. By the way, could you also bring me today’s newspaper? A:Of course, sir. (10 minutes later) A:This is Room Service. May I come in? B:Sure, come in please. A:Here is your dinner, sir. Where shall I put the tray? B:You can leave it on the writing desk. A:And this is today’s newspaper. Here you are. B:Thank you. A:It’s my pleasure. Well, could you sign here, please? B:I have no pen with me. Can I use yours?

  6. Topic 1: Room Service Situational Dialogue A:Certainly, sir. Here you are. (Mr. White signs the bill.) B:By the way, what should we do with the dishes when we finish eating? A:You may just leave them in the room or put them outside your door. We’ll take care of it. B:I see. Thank you. A:Not at all. Please enjoy your meal. B:I will. It looks good.

  7. Topic 1: Room Service Vocabulary curry 咖喱 dishes 餐具 sign 签名,签署

  8. Topic 1: Room Service Notes 1.send…up 送来 Eg. Could you send the hairdryer up for me please? 你能把吹风机给我送来吗? 2.be ready for… 准备好 Eg. Your meal will be ready for 20 minutes. 您点的餐20分钟就好。

  9. Topic 1: Room Service Useful Sentences For a waitress 1.Shall I open the wine, sir? 先生,要我把酒打开吗? 2.Shall I serve the soup, sir? 要我给您送汤吗,先生? 3.Would you like to sign the bill, please, sir? 先生,请您签一下账单,好吗? 4.Your food should be with you in twenty minutes, sir. 先生,您的菜20分钟可以送到。 5.Your food should be ready in about half an hour, sir. 先生,您的菜半个小时就好。

  10. Topic 1: Room Service Useful Sentences 6.You can just leave the trolley outside the door, sir. 先生,您把餐车放到门外就行了。 7.You should get your food in about fifteen minutes, madam. 夫人,您点的餐15分钟就好。 8.Shall I serve the food now or leave it in the hot cupboard? 要我现在就把菜端出来,还是把它们放在保温柜里? 9.Would you care to ring room service when you have finished your meal, sir? 先生,请您用完餐之后给客房服务部打电话好吗?

  11. Topic 1: Room Service Useful Sentences For a tourist 1.When will it be here? 什么时候送到这里? 2.How long will that be, please? 请问要多长时间? 3.You can serve it now. 你现在可以把菜端出来了。 4.Can you put it on the table over there? 把它放在那边的桌上好吗? 5.Could you do me a steak sandwich, please? 能给我一份牛排三明治吗?

  12. Topic 1: Room Service Useful Sentences 6.Could you send up a club sandwich, please? 能送一份总会三明治到我房间吗? 7.Can you bring me up a plate of lamb curry, please? 请给我送一盘咖喱羊肉好吗? 8.Just put it over there in front of the TV, please. 请你把它放在电视机前面就行了。

  13. Topic 1: Room Service Exercises 1. Complete the following dialogue according to the Chinese in brackets and then read it in roles. John Smith calls Room Service for supper. (A: Waitress B: John Smith) A:Hello, Room Service. What can I do for you? B:Yes. I’d like to have something for supper. A:Well, ___________________________(您晚饭想要点什么?) B:I’d like, let me see, one tomato soup, one grilled sausage and one veal steak.

  14. Topic 1: Room Service Exercises A:OK. One tomato soup, one grilled sausage and one veal steak. ________________ (您还想要点喝的吗?) B:No, thank you. That’s all. A:Thank you, sir. _____________________________(能告诉我您的姓名和房间号吗?) B:John Smith, Room 423. A:John Smith, and Room 423. Is that correct? B:Yes. By the way, ____________________________(能让人把我点的菜送到房间吗?) A:Of course, sir. _____________________________(您点的菜10分钟就好。)

  15. Topic 1: Room Service Knowledge Links 2. Role Play. Make up a dialogue based on the following information and role-play it to the class.

  16. Topic 1: Room Service Knowledge Links Room Service Room service is an accommodation available at many hotels where workers at the hotel bring food and other items to hotel rooms, by request of the guest and usually for extra charge. Knowing the menu and what is available is the basis for asking appropriate questions and suggesting items or accompaniments. In addition to being prepared to answer guests’ questions, associates shall be knowledgeable in asking guests certain questions about their order.

  17. Topic 1: Room Service Knowledge Links This list should be modified with other specific questions regarding the menu selections available locally. GUEST ORDER QUESTIONS TO ASK Juice Will that be large? (unless only one size is available) Egg Orders How would you like your eggs (not “it”) cooked? a. fried; up or over b. over easy, medium, hard

  18. Topic 1: Room Service Knowledge Links c. scrambled; soft, medium, hard d. boiled or poached; in a cup or on toast e. boiled; how long f. potatoes; if applicable g. choice of breads; if applicable Breakfast Steak How would you like your steak prepared? a. rare b. medium c. well

  19. Topic 1: Room Service Knowledge Links Bacon or Sausage Would you like bacon or sausage? (if choice is available) Breads Would you like biscuits, croissants, toast, or muffins? (if choice is available) Soup a. Cup or bowl? b. Soup of day or the listed menu selection? Seafood/Fish Tartar or cocktail sauce? Potatoes Baked or French fried? (when both offered) Salad Choice of dressing?

  20. Topic 2: Room Changing Background Information When a guest comes to you and wants to change his room,you should ask for his reason about changing the room first of all. Generally, reasons about changing a room are as follows: (1) facilities problem or facilities breakdown; (2) a big noise near or around his room; (3) the guest is not satisfied with the view around his room; (4) a long distance between his room and his friend’s or his workplace;

  21. Topic 2: Room Changing Background Information (5) the guest’s family or friends will stay in too; (6) the charge of his present room is much more to him. If the reason he wants to change room is that there are some problems about room facilities, which can be fixed right away, you should try to persuade your guest into keeping his original room. If a request for changing his room is agreed, you should inform your guest of the changing room time and the state of the room he will move into as well as telling the bellman to move the guest’s luggage.

  22. Topic 2: Room Changing Situational Dialogue Mr. White wants to change a room. He goes to the housekeeper. (A: Housekeeper B: Mr. White) A:Good morning. Is there anything I can do for you? B:Of course. You can help me a lot. I want to change my room. A:May I know the reason, sir? B:My neighbor kept singing and dancing all night. We were waken up in the mid-night. That’s too much for us.

  23. Topic 2: Room Changing Situational Dialogue A:I’m sorry to hear that. May I know your name and room number? B:I’m Mr. White, Room 310. It’s no use persuading them to stop. I must change my room, anyhow. A:I understand. What about 506? It’s of the same room rate and room type as yours. It faces the garden, peaceful and quiet. B:OK, that will do. A:Please fill out the room changing sheet. B:Here it is.

  24. Topic 2: Room Changing Situational Dialogue A:Would you return your room key and room card? And here is the key to Room 506, and your room card. B:Thank you.We’ve got a world of baggage. A:Don’t worry. I’ll call the bellman to take care of your baggage. B:Fine. That’s very helpful of you. A:Not at all. Sorry to have caused you so much inconvenience. Wish you a sound sleep today.

  25. Topic 2: Room Changing Vocabulary housekeeper 客房部服务人员 persuade 说服,劝说 room rate 房价 room type 房型,房间种类

  26. Topic 2: Room Changing Notes 1.be too much for sb. 过头,过火 Eg. She’s the kind of girl who likes to hang around. That was just too much for me. 她喜欢漫无目的地闲逛,我实在受不了了。 2.It’s no use doing… 做……是没用的 Eg. It’s no use complaining. 抱怨是没用的。 3.Sorry to have caused you so much inconvenience. 抱歉给您带来这么多的不便。

  27. Topic 2: Room Changing Useful Sentences For a clerk 1.Please get contact with the service counter. The clerk there will deal with room changing. 请您到服务台去办理换房手续。 2.The rooms are all occupied today. It is difficult to change the room for you right away. I’ll change it for you tomorrow. Is that all right? 今天客满了,马上换房有困难。明天再给您换好吗?

  28. Topic 2: Room Changing Useful Sentences For a tourist 1.This room is too noisy. Can I move to another which is quieter? 这个房间太吵了,能否换间安静些的? 2.This room is not in a good direction/location. May I move to another room? 这个房间朝向不好,能不能换一间? 3.This room is rather dark. I want a brighter one, if you please. 这个房间光线太暗,如果不太麻烦你的话,我想要间亮些的。

  29. Topic 2: Room Changing Useful Sentences 4.My wife will come with me tonight, so I want to change the room from a single one to a double one. 今晚我妻子来,我想把单人间换成双人间。

  30. Topic 2: Room Changing Exercises 1. Complete the following dialogue according to the Chinese in brackets and then read it in roles. Kim is asking for changing his room. (A: Housekeeper B: Kim) A:Good morning. Housekeeping. Can I help you? B:Certainly hope so. I’m very annoyed. A:_________________________________________(有什么问题吗,先生?) B:The air-conditioner in my room isn’t working and there’s a large pool of water on the floor under it. ____________________________(我想换一个房间。)

  31. Topic 2: Room Changing Exercises A:Oh, I’m terribly sorry. ______________________(能告诉我您的房间号吗,先生?) B:208. A:Yes. I’ll change another room for you right away. How about Room 505? It’s very quiet and the room rate is the same as that of Room 208. B:Very well. A:Well, _______________________________(请您填一下房间更换单好吗?) B:OK. Thank you. Here you are.

  32. Topic 2: Room Changing Exercises A:Here is the key to Room 505. And the bellman will help you with your luggage. B:Thank you very much. It’s so kind of you. A:Not at all. _____________________________(很抱歉给您带来诸多不便。)

  33. Topic 2: Room Changing Exercises 2. Role Play. Make up a dialogue based on the following situation and role-play it to the class. Mr. Cooper is at Golden Time Hotel. He would like to change another room, because the room he is living now does not provide free Internet access. Furthermore, the room is a little dark. You and your partner should play the role of Mr. Cooper and the housekeeper.

  34. Topic 2: Room Changing Knowledge Links Housekeeping Department The housekeeping department is the backbone of a hotel. In a sense, it is possible to say that a clean and attractive guest room is the product that the hotel sells. The main duty of the housekeeping department staff is to see to the cleanliness and good order of all rooms in the hotel. The laundry and valet service and many personal services are also parts of their jobs. And they must coordinate the work closely with the front office.

  35. Topic 2: Room Changing Knowledge Links This department as a whole is required to make the guest’s stays comfortable and pleasing. Any reasonable request must be fulfilled. But good service means more than fulfilling requests. Whenever and wherever possible, the staff should offer to do extra things for the guests. What is more, whenever there is an opportunity to “sell”, the staff should take it and suggest that guests use the hotel services as much as possible. They should make sure that they are really selling what the guest wants to buy.

  36. Topic 2: Room Changing Knowledge Links It should be noted that the most important characteristic in the housekeeping department, and indeed throughout the hotel world, is the willingness to serve and please the guests. The housekeeping staff, such as chamber maids, housemen, supervisors and housekeepers, can do a great deal to assure a high business repeat and occupancy rate, not only through the efficiency in their jobs but also through their heartfelt warmth in serving the guests.

  37. Topic 3: Laundry Service Background Information Laundry service has traditionally been one of the most basic services that hotels offer their guests. In most cases hotels have 24-hour laundry service. Many hotels boast of same-day laundry service. However, during peak season laundry is not returned for three or four days! This is the cause for serious complaint, especially for short stays. Therefore, if you know there is going to be a delay, the guest should be alerted before hand.

  38. Topic 3: Laundry Service Situational Dialogue The housekeeper comes to Mrs. White’s room to collect laundry. (A: Housekeeper B: Mrs. White) A:Housekeeping. May I come in? B:Come in, please. A:Good morning, madam. Have you any laundry? The laundryman is here to collect it. B:Oh, yes. We have put them in the laundry bag in the wardrobe. A:That’s good. And did you fill out the laundry form?

  39. Topic 3: Laundry Service Situational Dialogue B:No, not yet. I’ll do it now. A:I see. Well, please notify in the laundry list whether you need your clothes ironed, washed, dry-cleaned or mended and also what time you want to get them back. B:OK. (After a while, Mrs. White finished the form. ) B:Here you are. Oh, I don’t want these shirts starched. A:No starch, I see, madam. B:There is also a stain on my skirt. Can you remove it?

  40. Topic 3: Laundry Service Situational Dialogue A:We’ll do our best, but we can’t guarantee anything. B:It’s all right. And what if there is any damage? A:In that case, our hotel will certainly pay for it. The indemnity shall not exceed ten times the laundry charge. B:That sounds quite reasonable. A:Don’t worry, madam. The Laundry Department has rich experience in their work. B:Thank you. When will they be ready?

  41. Topic 3: Laundry Service Situational Dialogue A:We will deliver them tonight around 6:00 p.m. Usually, laundry received before 11:00 a.m. will be returned the same day. B:Fine. Thank you for the information. A:It’s a pleasure. Have a nice day, madam. Bye. B:Bye.

  42. Topic 3: Laundry Service Vocabulary dry-clean 干洗 exceed 超过 Guarantee 保证,担保 Indemnity 赔偿 iron 熨烫 laundry 要洗的衣服;洗好的衣服 mend 修补 Remove 移除,去掉 starch 给……上浆 stain 污点 Wardrobe 衣柜

  43. Topic 3: Laundry Service Notes 1.fill out 填写 Eg. Could you please fill out the application form first? 请先填下这张申请表。 2.need/want…done 想把…… Eg. I want this coat dry-cleaned. 我想干洗这件外套。 3.What if… 假如,如果 Eg. What if I have problems downloading the software? 下载软件时出现问题了怎么办?

  44. Topic 3: Laundry Service Notes 4.exceed 超过,超越 Eg. He is poor whose expenses exceed his income. 他没钱,入不敷出。

  45. Topic 3: Laundry Service Useful Sentences For a clerk 1.Don’t worry. Leave it to me. 别着急,让我处理吧! 2.It’s 50% extra for express service. 快洗服务要加收50%的附加费。 3.Don’t worry. We can arrange it for you. 别着急,我们会为您安排的。 4.Don’t worry. We have an express laundry service here. 别着急,我们这里提供快洗服务。

  46. Topic 3: Laundry Service Useful Sentences 5.We deliver it within 4 hours at a 50% extra charge. 我们可以在4小时内送回,但要增加50%的费用。 6.For laundry service, dial 6 and you will get housekeeping. 如需洗衣服务,请拨6与客房管理部联系。 7.The laundry forms and bags are in the top right handed drawer of the writing table. 洗衣单和洗衣袋在写字台的右边第一个抽屉里。 8.The rate chart is contained in the stationery folder in your dresser’s drawer, madam. 夫人,价格表在您梳妆台抽屉里的文件夹内。

  47. Topic 3: Laundry Service Useful Sentences For a guest 1.I have some laundry to be done. 我有一些衣服要洗。 2.I want to have a pant dry-cleaned. 我想干洗一条裤子。 3.I’d like my sweater to be washed by hand in cold water. 请将我的毛衣用冷水手洗。

  48. Topic 3: Laundry Service Exercises 1. Complete the following dialogue according to the Chinese in brackets and then read it in roles. Susan calls laundry service. (A: Housekeeper B: Susan) A:Housekeeping. May I come in? B:Yes. I’d like to have this laundry done, please? A:Certainly, madam. _________________________(请填写洗衣单好吗?) B:Where is it? A:It is in the drawer of the writing desk. B:Fine. May I use you pen?

  49. Topic 3: Laundry Service Exercises A:Certainly, madam. Here you are. B:Thanks. Oh, _____________________(这些衬衫不用浆的。) A:No starch. I understand, Madam. B:Yes, and _________________________________(这件毛衣要用冷水手洗。) It might shrink otherwise. A:By hand in cold water. I understand. B:________________________(什么时候可以洗好?) A:_________________________________________________________(我们明天下午6点左右会送过来。) B:Fine. Thanks a lot.

  50. Topic 3: Laundry Service Exercises 2. Role play. Make up a dialogue based on the following information and role-play it to the class. Laundry Service