夜床服务是对客房进行的晚间寝前清洁整理
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Our latest catalogue will be sent on request. 3. Please don’t hesitate to let me know if I can be
of any help.
be of any help=be helpful 4. doorknob [ˈdɔ:nɔb] n. 门把手
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, w百度文库enever 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.
Unit Nine
Room Cleaning
Part One Related information
● providing information ● categorizing hotels
Order of rooms to be cleaned:
1.VIP room 2.make up room 3.occupied room 4.check-out room 5.vacant room
7．a section of [ˈsekʃən] n. 一部分，一节，一段 8. have/take a nap v. 小睡一下,睡午觉 9. service 1. 提供(尤指信息等)的服务；为…服务：
to service somebody with 向某人提供…服务 10. oblige [əˈblaidʒ] vt. & vi. 1 迫使做; 使负义务 2 满足请求;
5. replace [riˈpleis] vt. 1 取代, 代替; 替换 2 把…放回原位 生活是一本渊博的书，别人的注释代替不了自己的理解。
Life is a profound book. Other's notes cannot replace your own understanding. 6. do our room 打扫房间 do one’s teeth do the dishes do the flowers do your hair 7. for change adv. 为了改变一下(为了换换花样) 我们夏天通常去法国, 但今年为了换个地方我们去西班牙. We usually go to France in the summer, but this year we're going to Spain for a change.
Could I clean up the room now? G: No, not now. (我感觉身体不太舒服。）
I’m not feeling very well. C: (听到这个消息我很难过）
I ‘m sorry to hear that. Shall I send a doctor for you?
Procedure of cleaning room:
1) Knock at the door 2) Clear off the luggage and remove the items that
have been used 3) Do the bed 4) Clean the dust 5) Clean the bathroom 6) Replace the items 7) Collect dust
G: No, thanks. I ‘ve brought some medicine myself. C: (我能帮上什么忙吗？）
Can I be of any help? G: That’s very kind of you.(过两个小时你再来打扫房间并把床
单换了，可以吗？）
Would you please come to clean the room and change the bed sheet two hours later? C: Certainly, sir.(如果您需要帮助)，If you need any help, you dial 8 or press the button over there. (希望您尽快恢 复） I hope you will recover as soon as possible.
Work in pairs to make up the dialogues:
Situation 1: The room attendant comes to make up the room. The guest, Mr. Green, doesn’t want the room cleaned right now, because he doesn’t feel very well. He asks the room attendant to fetch some fresh towels and boiled water. The attendant promises to bring them immediately and asks the guest to phone housekeeping if he wants his room cleaned.
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.
G: Thank you. C: Good-bye. （您好好休息）
Have a good rest.
Activity II Put the following into English orally.
客房服务。早上好，先生。现在可以打扫房间吗？ Housekeeping. Good morning, sir. Could I clean up your room now? 请问您认为什么时间方便？ What time do you think would be convenient? 对不起。我们通常先打扫走房。 Sorry. We always do the check-out room first. 现在可以开床吗？ Could I do the turn-down service now? 走房是指住店客人要结账离店而空出的房间。 A check-out room means the room in which the guests are leaving the hotel at the end of their stay. 不客气，愿意为您效劳。 You’re welcome. I’m always at your service.
Situation 2:
The room attendant comes to do the turn-down service for the guest Mr. Brown. Mr. Brown wants the attendant to do the service two hours later because his friends will come this evening and there is a small party in the room. But he has just had a bath and the bathroom is quite a mess. He asks the room attendant to tidy up the bathroom and replace some fresh towels.
8) Check
When doing a occupied room:
(1)Greet the guest and ask the guest if you can clean up the room
(2)If there is a visitor, ask if you should continue. (3)After cleaning up the room, ask the guest if he/she has
any other request.
Turn-down service
夜床服务是对客房进行的晚间寝前清洁整理，又称“做夜床”或” 晚间服务“。夜床服务是一种充满了亲情和关爱的服务。它的服 务意义在于，体现对客人的高规格的礼仪接待，清扫房间使客人 感到整洁舒适：方便客人休息睡眠；例行的安全检查，以确保客 房、客人、设备的安然无恙。 夜床服务的最佳时间是晚上6点至8点。
施惠 vt. 感激 Could you oblige me with 10 pounds? 借我10英镑行吗? 11. overnight staff [ˌəuvəˈnait]夜班服务员
adv. 1 通宵，在晚上, 在夜里 2 突然, 很快 adj. 1 一整夜的, 晚上的 2 突然的; 很快的 12.draw the curtain拉开(窗帘等)
Classroom activities
Activity I Complete the following dialogues. (C=Chambermaid G=Guest )
C: This is housekeeping. May I come in? G: come in. C: Good morning, sir. (我现在可以打扫房间吗？）
Part Two
Simulation Training
Language points Classroom activity
Language points:
1．service directory [diˈrektəri] n. 人名地址录, (电话)号码 簿
2. on request一经要求 最新目录册承索即寄
Part Three
Extended Reading
Read the passage and answer the questions:
1. What are the two ways of categorizing hotels? 2. What are the four broad categories in which it is
Part Two Housekeeping Department
Introduction:
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.
of any help.
be of any help=be helpful 4. doorknob [ˈdɔ:nɔb] n. 门把手
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, w百度文库enever 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.
Unit Nine
Room Cleaning
Part One Related information
● providing information ● categorizing hotels
Order of rooms to be cleaned:
1.VIP room 2.make up room 3.occupied room 4.check-out room 5.vacant room
7．a section of [ˈsekʃən] n. 一部分，一节，一段 8. have/take a nap v. 小睡一下,睡午觉 9. service 1. 提供(尤指信息等)的服务；为…服务：
to service somebody with 向某人提供…服务 10. oblige [əˈblaidʒ] vt. & vi. 1 迫使做; 使负义务 2 满足请求;
5. replace [riˈpleis] vt. 1 取代, 代替; 替换 2 把…放回原位 生活是一本渊博的书，别人的注释代替不了自己的理解。
Life is a profound book. Other's notes cannot replace your own understanding. 6. do our room 打扫房间 do one’s teeth do the dishes do the flowers do your hair 7. for change adv. 为了改变一下(为了换换花样) 我们夏天通常去法国, 但今年为了换个地方我们去西班牙. We usually go to France in the summer, but this year we're going to Spain for a change.
Could I clean up the room now? G: No, not now. (我感觉身体不太舒服。）
I’m not feeling very well. C: (听到这个消息我很难过）
I ‘m sorry to hear that. Shall I send a doctor for you?
Procedure of cleaning room:
1) Knock at the door 2) Clear off the luggage and remove the items that
have been used 3) Do the bed 4) Clean the dust 5) Clean the bathroom 6) Replace the items 7) Collect dust
G: No, thanks. I ‘ve brought some medicine myself. C: (我能帮上什么忙吗？）
Can I be of any help? G: That’s very kind of you.(过两个小时你再来打扫房间并把床
单换了，可以吗？）
Would you please come to clean the room and change the bed sheet two hours later? C: Certainly, sir.(如果您需要帮助)，If you need any help, you dial 8 or press the button over there. (希望您尽快恢 复） I hope you will recover as soon as possible.
Work in pairs to make up the dialogues:
Situation 1: The room attendant comes to make up the room. The guest, Mr. Green, doesn’t want the room cleaned right now, because he doesn’t feel very well. He asks the room attendant to fetch some fresh towels and boiled water. The attendant promises to bring them immediately and asks the guest to phone housekeeping if he wants his room cleaned.
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.
G: Thank you. C: Good-bye. （您好好休息）
Have a good rest.
Activity II Put the following into English orally.
客房服务。早上好，先生。现在可以打扫房间吗？ Housekeeping. Good morning, sir. Could I clean up your room now? 请问您认为什么时间方便？ What time do you think would be convenient? 对不起。我们通常先打扫走房。 Sorry. We always do the check-out room first. 现在可以开床吗？ Could I do the turn-down service now? 走房是指住店客人要结账离店而空出的房间。 A check-out room means the room in which the guests are leaving the hotel at the end of their stay. 不客气，愿意为您效劳。 You’re welcome. I’m always at your service.
Situation 2:
The room attendant comes to do the turn-down service for the guest Mr. Brown. Mr. Brown wants the attendant to do the service two hours later because his friends will come this evening and there is a small party in the room. But he has just had a bath and the bathroom is quite a mess. He asks the room attendant to tidy up the bathroom and replace some fresh towels.
8) Check
When doing a occupied room:
(1)Greet the guest and ask the guest if you can clean up the room
(2)If there is a visitor, ask if you should continue. (3)After cleaning up the room, ask the guest if he/she has
any other request.
Turn-down service
夜床服务是对客房进行的晚间寝前清洁整理，又称“做夜床”或” 晚间服务“。夜床服务是一种充满了亲情和关爱的服务。它的服 务意义在于，体现对客人的高规格的礼仪接待，清扫房间使客人 感到整洁舒适：方便客人休息睡眠；例行的安全检查，以确保客 房、客人、设备的安然无恙。 夜床服务的最佳时间是晚上6点至8点。
施惠 vt. 感激 Could you oblige me with 10 pounds? 借我10英镑行吗? 11. overnight staff [ˌəuvəˈnait]夜班服务员
adv. 1 通宵，在晚上, 在夜里 2 突然, 很快 adj. 1 一整夜的, 晚上的 2 突然的; 很快的 12.draw the curtain拉开(窗帘等)
Classroom activities
Activity I Complete the following dialogues. (C=Chambermaid G=Guest )
C: This is housekeeping. May I come in? G: come in. C: Good morning, sir. (我现在可以打扫房间吗？）
Part Two
Simulation Training
Language points Classroom activity
Language points:
1．service directory [diˈrektəri] n. 人名地址录, (电话)号码 簿
2. on request一经要求 最新目录册承索即寄
Part Three
Extended Reading
Read the passage and answer the questions:
1. What are the two ways of categorizing hotels? 2. What are the four broad categories in which it is
Part Two Housekeeping Department
Introduction:
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.