《酒店房务英语》PPT 课件 (14)

Pattern drills
The following pattern drills should be recited by the students
● Could you send someone up for my laundry, please? ● A laundress will be up in a few minutes. ● If you have any laundry, please leave it in the laundry bag behind the bathroom door. ● Please don’t forget to fill in the laundry list, otherwise the hotel’s count shall be considered correct. Please put all your requests in the laundry list. ● For express service, you may get them in 4 hours. /We’ll deliver it within 4 hours. ●I Sorry, we misdelivered your clothes.
Situational dialogues
Dialogue 1 Asking for Laundry Service
● How does the guest ask for laundry service? (Just fill in the form in the room and give the laundry to the worker. Please don’t forget to fill in the laundry form)
Dialogue 2 Have You Got Any Laundry?
●same day service and express service (Same day service: pick up the day, return the same day. And 50% extra charge. Express service: call for pickup, return in 3 hours. And 100%express cleaning surcharge).
Policies and procedures of Laundry
1. Collecting soiled lines 2. Transporting soiled lines to the laundry 3. Sorting Check the reservation in the computer . 4. Washer loading Confirm the room type. 5. To replace an empty chemical bucket Advise the guest of getting his registration. 6. Washing Check in the guest in the computer 7. Extracting 8. Drying 9. Finishing /ironing 10. Folding 11. Storing 12. Transferring linens to use area 13. Miscellaneous
Dialogue 3 Bring Back the Laundry ●If bring back the laundry wrongly, say sorry and correct the mistake.
Dialogue 4 A Laundry Damage
● If there is a laundry damage, according to the hotel policy, pay for the damage for the guest.
Leading-in
to get to know the laundry list and the laundry and valet services
■ the most basic services that hotels offered their guests
■ boast of same-day laundry service …
《 酒店房务英语》
Module Fourteen Laundry and Valet Service
Module ourteen
• leading-in
• Situational dialogues • Pattern Drills • Role play • Policies and Procedure of Laundry • Reading— Top Hotels in the World(VI)
Role play
Using the above dialogues as a model, try to create a new dialogue with your partner. A: Tracy, a laundry clerk at Royal Hotel, is asking the guest in Room 310 whether he needs any laundry services now. B: About 11 o’clock in the morning, Mrs. Peker, staying in her room 706, wants to have her coat dry-cleaned. Now she is telephoning the Housekeeping Department. But the attendant tells her it is too late for today’s laundry. She advised her to have express service, and tells her more detailed information about that service.