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1、housekeepingCONTENTS 目录 The Housekeeping Department 房务部 1.迎宾服务(Welcome to guest service) 2.洗衣服务 3.开夜床服务(Turn-down service) 4.叫醒服务 5.清房服务 6.开门服务 7.开保险箱服务(open the safe box service): 8.建议客人使用保险箱 9.拔打外线电话服务 10.上网服务(getting the internet service) 11.拼床服务(Get two beds together service) 12.异味投诉(Terrible sm
2、ell complaint): 13.加床服务(Extra bed service): 14.寻物服务 15.送客服务(Send-off to guest service): 16.客房服务常用词语 PART 1 迎宾服务(Welcome to guest service) FA:Good morning(afternoon / evening),sir. Welcome to the x x (18th) floor. May I help you? / May I take your baggages for you? / May I have your room NO. ? Please
3、 follow me. Is this your first visit to our hotel? Ill make sure that you like the room. I think so. Im very glad that you come back. G: Yes, How do you know? / No, I had came here many times. FA: I guess, Im very glad that you come back again. Here is room 1808, May I have your key?let me open the
4、door for you.(Here it is.) You first, please.(then turn on the light) Put your key into the lock, pull out, turn the doorknob, open the door. Anything else? / I can do for you? G: No, everything is fine. FA: May I close the door? Have a good night/day. See you later! PART 2 洗衣服务 Morning! May I come
5、in? G: Yes, Come in. Do you have/want any laundry? G: Yes, Here you are. Can I have a check (have a look) for you? G: Sure, Go ahead. There is a hole in this trousers, Do your know it? Do you still want to wash? I found something in your pocket of shirts. This is a card(key) in your pocket. G: Oh, y
6、eah, thank you for your finding. G: G: G: G: G: This shirt missing a button, Do you know it? Yes, I know. Can you sew one for me? Please fill in this form? I need your signature. Could you sign your name, please? When will it be back? When do you want to return it? About 8 oclock tomorrow morning. G
7、eneral speaking, Itll be back the next day, If you are urgent for it, well do it by express service. We will deliver it within 4 hours at a 50% extra charge. Maybe youll find them in your wardrobe. / Maybe its be hanged in your wardrobe. This is your laundry, please have a check. According to our ho
8、tels regulations (policy). You have to pay for it in cash! No problem, how much is it? Total is 150.00RMB. This is your small charge, please have a check! (Just a moment, please. Ill give you small charge.) PART 3 开夜床服务(Turn-down service) Housekeeping, Good evening, sir. Im a room attendant here. Ma
9、y I do turn-down service for you now? Whats your meaning about turn-down service? That is to say: make up your room simply, for example /instance: closing the curtain/ drapes, take away the rubbish, boiling the water and so on. G: OK, please do it. Excuse me, I want to have extension “62”, May I use
10、 your telephone. G: Sure, take yourself/ Of course. Thank you very much. Do you need to change a few towels? G: No, I want to use the towels again. Its so cold, Can you give me one more feather quilt. No problem, Ill get it for you when I finish this work. Sir, I have finished my work, so I have to
11、say-bye! (Or I think everything is OK!) G: Thanks a lot, this is for you! / Tips for you! Have a good night! / Have a sweet dream! PART 4 叫醒服务 Housekeeping! Morning sir, Its your wake-up service. G: Oh, What time is it? I have got up before five minutes, Thank you any more. Its half past six(ten to
12、eight). G: Thank you very much! By the way, At what time is opening on the coffee shop? The coffee shop serves breakfast from 6:00a.m. To 10:00a.m. G: Are you sure? (Yes, of course). G: My room NO. is 1808, I want to have a wake-up service, because Im afraid that I staying in bed late. No problem, w
13、hat time, please? G: Its 6 oclock. Its 6 oclock, OK, Would you like to be waked up by knock at the door or ring up? G: Both of way pleases. (Take yourself) PART 5 清房服务 Housekeeping, Good morning! Im a room attendant here. May I make-up your room now? G: Well, Im a little busy now. Can you come back
14、later? / Yes, Please do it. What time would you like me to clean? / What time would be better for you? / What time would be convenient for you? G: Sometime after lunch would be great. / After half an hour. / If I want, Ill call you! Excuse me,sir. May I vacume your room? G: Of course, go ahead. Sorr
15、y to disturb you, Ill come and do it after an hour. See you later. If you are free, please put out a “make-up room” sign, Ill come and clean your room at the sight of the sign. May I move these things on your desk? I have finished my work. G: Very well, its very kind of you, Thank you. You are welco
16、me. / Its my pleasure. / At your service. Please put your key in this box of electric power. PART 6 开门服务: May I help you, sir? G: Yes, I leave the key in my room. Can you help me to open the door? May I have your room NO.? G: 1808. May I have your welcome card (ID. Card or passport)? G: Sorry, All t
17、hings been leaved in my room. Then may I have your name? G: My name is Kenny. Can you tell me how to spell your name? G: X-X-X-X-X. Wait a moment, please. Ill get the master key of floor. Sorry to have kept you waiting. Please show your passport to me if you have. Have you any speical things in your
18、 room ,please? G: I have a computer of “IBM”on the desk. For the guests safty, you have to go to the reception for asking. OH, your key has lost efficacy, you have to go to the reception for checking. G: Mr. Lee, Thank you for your cooperation. PART 7 开保险箱服务(Open the safe box service): May I help yo
19、u? G: Yes, My safe box cannt be opened, Do you have an idea? Maybe I have. By the way, Do you remember the password? G: Yes, Its 123456. / Sorry, I forgot it. Now, Let me have a try first ( In put the password ). (Open): Aha, Its opened. G: How to do it? Let me show you how to ues the safe box. (Do
20、not open): I have to get our supervisor/manager,please wait a moment. Ill call/ask the supervisor to take the key for your safe box. Maybe its not enough power, because it appear “LOW BATT” sign. Ill change some batteries immediately. Im sure that the safe box doesnt work, so I have to change one fo
21、r you. PART 8 建议客人使用保险箱 Housekeeping! Good evening, sir! Im a captain here! We found a lot of money in the drawer of desk. When we make up your room. (Turn down service for you) G: OH, Yeah, I remember it. (You are right.) Whats wrong? For your safety, I suggst that youd betteruse the safe in your r
22、oom . put its in the safe box. G: Thats a good idea, Thank you very much. / Its very kind of you. Ill do that next time. Very well, good night! I hope that you enjoy your stay with us! PART 9 拔打外线电话服务 G: Hello, Can you help me? Of course, if I can. G: I want to phone a long distance call, but I dont
23、 know how to do it, please. First, youll dial “9”, then country code, and city area, and then telephone number. G: I want to call my home, I dont understand, what she said in the receiver. Can you help me? Maybe you must ask the operator for IDD service. G: I want to call my friends whose room NO. i
24、s 1808. What shall I do? You dial 1808 directly, If rooms under the tenth floor, You can dial “8” first, and then dial the room number. PART 10 上网服务(getting the internet service) Housekeeping! Good evening, May I help you? / Do you want to get internet? Yes, please help me! May I come in and have a
25、look? / let me have a try. The cable doesnt work, Ill change one for you, please wait a moment. Maybe you have to write down these IP address default gateway and DNS server address, Because Ill choose “obtain all address automatically.” I want to ask sb. to take care of it, May I use your telephone?
26、 May I take your computer to another room for trying? Im sorry to tell you that we have to change the room for you, Because the ADSL networking doesnt through. I think your computer have some virus, So I have no idea. I think(that) everything is OK, Please try another address.(Please try to receive
27、your E-mails.) My pleasure, Have a good night. G PART 11 拼床服务(Get two beds together service) Housekeeping! Good evening, sir! Im a room attendant here. Do you need get two beds together? G: Yes, Please help me. G: G: G: G: Of course, Ill ask my colleague to do it with me. So we have to wait a few mi
28、nutes. OK, Ill watch the TV at first. Do you like this room? Excuse me, well began to do that. Everything is all ready, If you have any questions, please dial extention “62”. “62”? Yes, Its housekeeping. I see, Thank you a lot. You are welcome, Good night! PART 12 异味投诉(Terrible smell complaint): The
29、res a terrible smell in my room. May I have a look? OH, The bad smell comes from mini-refrigerator, May I change one for you immediately. OH, I see, Dont worry, It comes from a kind of fruit that durian. Maybe someone is eating it in other room. It may be coming through the air conditioner, Ill ask
30、the engineering department to look into it. Yes, Its bad smell, But I dont know where does it coming from. Do you mind to change the room? / Dont worry; Ill deal with the problem at once. It smells thick smoking, I had better spray the air freshener. PART 13 加床服务(Extra bed service): G: May I have an
31、 extra bed put in my room tonight? No problem, But you first have to ask the receptionist. G: OK, Whats telephone number of receptionist? Its 63. Heres the extra bed, where would you like it? G: Over there by the window. / Between two beds. OK, well do it immediately, please just a moment. I think e
32、verything is OK! If you need other service, please tell me. G: Thank you very much! PART 14 寻物服务 Housekeeping! Good evening! Im a captain / supervisor / room attendant here! We cant find a remote control of TV when we make-up your room, have you seen it? G: Yes, I have seen it today, I remember it h
33、ere! Dont worry, sir. Lets look for it carefully together. G: I dont know, Wheres going? Dont worry about it, I belive we can find it. Now, first I get you one from another room, please just a moment. G: Thank you very much! PART 15 送客服务(Send-off to guest service): Morning sir, You going up or down?
34、 / May I help you? / May I make-up your room now? / May I carry your baggages? G: No, thank you, I do it myself. / No(Yes), Ill check out after half an hour. Just a moment, the lift/elevator will come here! Did you sleep well last night? G: Yes, very well, its a nice hotel. / No, very bad, because c
35、ome noise. Im so sorry to hear that, Ill tell our manager about it. This way ,please. Here the elevator comes. G: Thank you very much. You are welcome. (My pleasure!) PART 16 客房常用英语单词表 1.Bed 2.Mattress 3.Cushion 4.Bedcover/ Bedspread 5.Quilt 6.Feather quilt 7.Cotton quilt 8.Quilt cover 9.Blanket 10.
36、Sheet 11.Pillow 12.Pillow case 13.Mattress pad 14.Bed rack 40.Shower cap 41.Slippers 42.Sewing kit 43.Shoe shine 44.Shoe shine mitt 45.Finger board 46.Cotton swab 47.Shaver/ Razor 48.Toilet paper 49.Tissues 50.Pencil 51.Ball pen 52.Sanitary bag 53.Laundry bag 15.Bedside lamp 16.Standard lamp 17.Nigh
37、t lamp 18.Reading lamp 19.Wall lamp 20.Mirror lamp 21.Corridor lamp 22.Fluorescent lamp23.Lamp shade 24.Picture lamp 25.Switch 26.Suspended lamp 27.Bathrobe 28.Bath towel 29.Face towel 30.Hand towel 31.Toothbrush 32.Toothpaste 33.Comb 34.Shampoo 35.Conditioner 36.Bath foam 37.Body lotion 38.Soap 39.
38、Match 79.Envelope 80.Tranformer 81.Adaptor 82.Iron 83.Iron board 84.Thermos 85.Button 86.TV set 87.Remote control 88.Aircondition 54.Shopping bag 55.Bathroom 56.Bathroom scales 57.Bathtub 58.Soap dish 59.Rubber mat 60.Towel basket 61.Ashtray 62.Sink/ Wash-basin 63.Water tap/ Faucet 64.Toilet bowl 65
39、.Water tank 66.Vase 67.wall set 68.Toilet paper holder 69.Tissue box 70.Volume switch 71.Shower curtain 72.Shower head 73.Tray 74.Tooth glass 75.Water glass 76.Tera cup 77.Mirror 78.Clothes hanger 119.Doorknob 1120.Vacuum cleaner 122.Refrigerator 123.Air freshener 124.Hairdryer 125.Fax paper 126.Wri
40、ting paper 127.Writing pad 128.Service directory 129.Folder 89.Mini-bar 90.Door 91.Wardrobe 92.Baggage Counter 93.Doorbell 94.Shutter 95.Coffee table 96.Armchair 97.Easychair 98.Settee 99.Wallpaper 100.Sheers 101.windowsill 102.Full-length mirror 103.Closet/ Cupboard 104.Outlet/ Socket 105.Bedside t
41、able/ Nightstand 106.Microwave 107.Knob 108.Exhaust hood 109.Cabinet 110.Sink 111.Waste basket 112.Desk 113.Folding bed 114.Marble 115.Clothes line 116.Saucer 117.Tiles 118.Drawer 130.TV channel direction 131.Menu 132.Telephone folder 133.Doorknob menu 134.Room service menu 135.Spy eye 136.Key 137.P
42、luge 138.Calculater 139.Scissors 140.Stapler 141.Condom 142.Bulb 143.Safly lock 144.Ice bucket 145.Ice tong 146.Brush 147.Plastic bag 148.Plant 149.Floor towel 150.Rose 151.Fruit 152.Coffee 153.Tea 154.Carpet 155.Control board 156.Steam room 157.Cable 158.Mobil changer 159.Watt 1.迎宾服务(Welcome to gue
43、st service) New Words: baggage /bgiX/ 行李 doorknob /d :n b/ 门把手 attendant / tendnt/ 服务员 lock /l k/ 锁 else /els/ 别的, 其他的 Useful Expressions: take sth for sb 为搬 follow sb 跟随 turn on 打开 turn off 关上 turn up 调大 turn down 调小 putinto 把放入 Notes to the text 1. May I ？ 我可以吗？ 自己想问某些事时，用May I ？想问不知道该不该问的问题时用。 Ma
44、y I have your name, please? May I see your passport, please? 2. make sure : 一定、确定。 eg: Im very sorry. Ill make sure the room attendant cleans your room. 3. You first, please. 您先请。同：After you. 4.自我介绍及简单问候 FA: Good afternoon, sir and madam. Did you have a nice trip? G: Yes, thanks. FA: Welcome to the
45、fiftieth floor. Im the floor attendant. Just let me know if there is anything I can do for you. 2.洗衣服务 New Words: laundry l :ndri 洗衣店, 要洗的衣服, 洗熨 check ek 检查, 核对 button btn 钮扣, 按钮 signature signi 签名, 署名 urgent :Xnt 急迫的, 紧急的 express ikspres 急速的, 特殊的 express service 快洗服务 deliver diliv 递送, according to Useful Expressions: have a check / have a look 查看 go ahead 直走 fill in 填写 pay for 付款 in cash 付现金 Notes to the text 1. Do you have any laundry? laundry 可表示“洗衣”，“洗衣店”，“送洗或洗好的东西”。它的动词是launder, 表示“洗衣”“洗后
