Chapter ⅢHousekeeping DepartmentChapter ⅢHousekeeping Department

LeadinAn Introduction to the Housekeeping DepartmentAs the saying goes, “the difference is in the details”. Those details are the charge of the Housekeeping Department. As one of the most integral(完整的) departments within the hotel, the Housekeeping Department is responsible for the immaculate(无瑕疵的) care and upkeep(整理维修) of all guest rooms and public spaces. Individuals who excel(擅长) in our Housekeeping Departments have an eye for detail and a commitment to the training, development and motivation of a diverse group of talented employees. In a competitive hotel market, it is service and cleanliness that really make an impact(影响) on our guests and determine whether they will return.Lesson 1Welcoming and Guiding the Guests迎宾及带宾客至房间Background InformationFloor service is one important part of working organization in Housekeeping Department, where guests come and hope to be respected and taken care as well. In the light of the principle of Customer First, procedures and requirements to guide and standardize daily routine of the staff should be laid down by the hotel. Courteous and welcoming staff will leave guests with a good impression and a cheerful temper, which speaks for the hotel at the same time.楼层服务是客房部组织工作中的重要部分。客人到达楼层之后，希望得到服务人员的尊重，在生活上得到服务人员的关心。根据“顾客至上”的原则，饭店应制定相应的程序与要求，规范与约束员工的日常行为。员工迎客彬彬有礼，会给客人留下美好印象，使之有一个好心情，也会对饭店产生一个好印象。Dialogues[2]Dialogue 1Welcoming the Guests and Taking the Guests to the RoomA=Floor AttendantG=GuestA: Good morning, sir. Welcome to our hotel.00G: Hello, can you show me how to locate my room please?A: Certainly sir. Can you take out your room pass? Now, swipe it onto the lift control and the doors will open.G: OK, lets get in. Can you help me with that suitcase? Thanks.A: Your room is located on floor 6. Swipe your room pass on the lift control, here, and let me press button 6.G: I get it. So, noone who doesnt have a room pass cant use the lift? A: Correct, sir. This is a security feature of the hotel and means the corridors outside your room will be secure.G: Excellent.A: Now, weve arrived, sir. Ill follow with your luggage. Please turn left. G: OK, Ill try my room pass. Excellent, it opens. The room looks nice. Now, before you go can you show me how to operate the AC unit?A: Certainly. Place your room pass inside this slot and the lights will come on. Here is the AC control—This button turns up the temperature, and this button turns it down.G: Great, this looks like it will be comfortable. Heres something for you(gives tip).A: Thank you, sir. If there is anything else you need, please call the reception. Dial “0” for service.G: Thanks again.Dialogue 2Showing the Room and Offering inroom ServiceA=Floor AttendantG=GuestA: Good afternoon, sir. Welcome to our hotel. My name is Tom. Im the floor attendant.C: Thank you, Tom. Where is Room 802, please?A: Ah, Mr. Steven. Would you care to step this way, please? Ill carry one of your briefcases. Lets go, shall we?G: Sure, Ill come after you. Oh, how do you know my name?A: Its on the arrival list for Room 802. Now here we are. This is your room. May I have you room card, please?G: Here you are.A: Thank you. Come in please. Ive turned on the light. Do you mind if I put your baggage by the wardrobe?G: Not really. G: How nice the room looks!A: Im glad you like it.(Drawing the curtains aside)The room is facing south and commands a good view of the beach.G: Thats lovely!A: You must be tired after a long journey, sir, Please be seated and take a rest.G: Im very thirsty. Can I get something to drink?A: Yes, there is some beverage in the minibar. Shall I get one can for you?G: No. I dont like cold drink.A: In this case, Ill make tea for you.G: Its really very kind of you. Thank you very much.A: Its my pleasure. If you need anything, just call the reception. The number is “0”. Is there anything else I can do for you?G: No, everything is fine. If I need your help, Ill call you.A: Ill put myself at your service at any time, See you later.Dialogue 3Introducing the Room A=Floor AttendantG=GuestA: Mr. Johnathan, Ill show you to your room, would you please come this way? Your room is over there.G: OK, Ill follow you. A: Here is your room, Mr. Johnathan. After you.G: Thank you.B: Shall I draw the curtain for you?G: OK, thank you. A: Mr. Johnathan, this is the bathroom, and the switch is here. You can also have more hangers from housekeeping if you want. G: Oh, I see. May I ask when room service is available?A: Its available twentyfour hours a day. And in the first drawer of the dresser, youll find a brochure with full information about the facilities and services of our hotel. If you need anything else, please dont hesitate to tell us. The extension number of the floor desk is 16699.G: By the way, the hot water is supplied round the clock, isnt it?A: Exactly, Mr. Johnson. And the tap water is drinkable in our hotel. Hope you enjoy your stay here. Is there anything I can do before I leave the room?C: No, thats all for now. Thank you very much!A: Youre most welcome. Have a nice day! See you.

1. baggage \[bɡd\] n. 行李 2. beach \[bit\] n. 海滩；湖滨3. beverage \[bevrd\] n. 饮料4. briefcase\[brif kes\] n. 行李箱5. brochure \[br(r)\] n. (某地、某旅馆等的)情况介绍手册，小册子6. can \[kn\] n. 罐头,开罐器7. corridor \[krd(r)\] n. 走廊8. drawer \[dr(r)\] n. 抽屉9. dresser \[dres\] n. 梳妆台；碗柜；化妆师10. drinkable \[drkbl\] adj. 可饮用的；可以喝的11. facility \[fslti\] n. 设施；设备12. locate \[lket\] vt. 位于；查找……的地点13. luggage \[lɡd\] n. 行李；皮箱14. minibar \[mini bɑ\] n. 小酒柜15. operate \[pret\] vt. 操作；经营16. reception \[rspn\] n. 接待处, 服务台17. security \[sikjuriti\] n. 安全；保障18. suitcase \[sutkes\] n. 手提箱；衣箱19. swipe \[swap\] vt. 刷……卡20. switch \[swt\] n. 开关，闸21. wardrobe \[wrdrob\] n. 衣柜22. at your service 为您效劳 23. command a good view of 看到……的美景24. AC control 空调遥控25. AC unit 空调房26. draw...aside 把……拉开27. extension number分机号码28. floor attendant 楼层服务员29. lift control 电梯感应区；电梯控制面板30. room card/pass房卡 31. round the clock 连续一整天的；不间断的32. step this way 这边走1. 带顾客到住房 Guiding the Guests to Their RoomsCan you take out your room pass?请问您能拿出门禁卡吗？Now, swipe it onto the lift control and the doors will open.现在，请把您的房卡在电梯感应器上刷一下，电梯门就会开了。Your room is located on floor 6. Swipe your room pass on the lift control, here, and let me press button 6.您的房间在六楼。请把您的房卡在感应器上刷一下，就在这，让我按一下六楼。Ill show you to your room, would you please come this way? Your room is over there.我会带您去房间，请跟我来。您的房间在那边。May I have you room card, please?请问能把房卡给我一下吗？Would you care to step this way, please? 请问您能跟我来这边吗？2. 介绍设施及服务Introducing the Facilities and the ServicesThe room is facing south and commands a good view of the beach.这个房间朝南，并且可以看到海滩的美景。There is some beverage in the minibar. Shall I get one can for you?在那个小酒柜里有一些饮料。我给你拿一罐好吗？Mr. Johnathan, this is the bathroom, and the switch is here.乔纳森先生，这边是浴室，开关在这。You can have more hangers from housekeeping if you want. 如果需要，您可从客房部取得更多衣架。Its available twentyfour hours a day. 客房服务二十四小时提供。In the first drawer of the dresser, youll find a brochure with full information about the facilities and services of our hotel.在梳妆柜的及时个抽屉，你会看到一本小册子，上面有我们酒店所有设施及服务的信息。The hot water is supplied round the clock。热水是全天供应的。The tap water is drinkable in our hotel.我们酒店的自来水是可以直接饮用的。3. 更多服务应对 Offering More ServicesIf there is anything else you need please call the reception. Dial “0” for service.