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1、Unit 6 Housekeeping,客房部部结构,客房部经理 Housekeeping MGR 楼层主管 Floor SupervisorPA主管 PA Supervisor布草房主管 Linen Room Supervisor客房服务中心 Room service center洗衣房主管 Laundry Supervisor,客房迎宾服务,提供服务者：礼宾部员工，行李员或GRO小费：站在柜台内的固定服务员是不收取小费的来回走动或贴身服务人员（餐厅服务员、房扫、行李员等）可收取小费餐饮服务的小费是总消费额度的10%-20%客房服务的小费一般为1美元，放在床头柜上或枕头下；如果稍多，一般要为
2、客人提供惊喜；大额现钞千万不敢直接带走行李服务的小费一般为1-2美元，视行李多少而定；如果提供额外服务，如叫车等，可追加1美元小费,客房清理服务的注意事项,注意“请勿打扰”标识进入客房前一定先按门铃（或敲门）如果客人在房间，应礼貌问好，并询问是否可以开始清理如果清理过程中遇到客人打电话或有访客，应征询客人意见，是继续清理还是离开不要触摸客人的贵重物品不要随意移动客人物品，必要时轻拿轻放，清理完毕放回原位,客房设施词汇,衣柜、衣架、行李柜、梳妆台、抽屉、台灯、灯罩、电视、遥控器、垃圾筐、窗帘、落地灯、电热水壶、茶杯、烟灰缸、床罩、床头柜、洗手盆、水龙头、毛巾架、浴巾、面巾、地巾、水箱、浴缸、马桶
3、、地漏、卷纸、请勿打扰、洗衣袋、浴衣、针线包、价目表、茶包Closet;shelves;luggage rack;dressing table;drawer;table lamp;lamp shade;TV;controller;waste basket;curtain;stand lamp;electric jug kettle;bedspread;bedside cupboard;washbasin;tap;towel set;bath towel;face towel;bath mat;water tank;toilet;floor drain;toilet paper;do not d
4、isturb;laundry bag;bathrobe;sewing kit;price list;teabag,听力对话客房迎宾服务,1分钟,重点句型,介绍酒店设施：There is a French caf and a Korean barbeque on the 1st Floor.介绍客房设施和服务：You can call the housekeeper if you need laundry service.Here is the mini-bar.,重点句型听力,2分钟,听力对话客房清理服务,1分钟,重点句型,Housekeeping.May I come in?Shall I
5、come back later?What time would you like me to came back.You can call the front desk when you want your room done.,重点句型听力,2分钟,对话练习,朗读课文情境对话,情境对话,The bell man greets and shows the guest Room 3305.He first opens the door for the guest and carries guests luggage.He draws back the curtains,turns on the
6、TV and shows the mini bar.When he is going to make a cup of tea for the guest,the guest gives him￥10 and the bell man leaves the room.,情境对话,A guest asks a room attendant to make up the room right now because he will have some visitors.After cleaning,he asks the room attendant to fetch some fresh tow
7、els,a bottle of ice,some flowers and candles.Try to handle this situation.,阅读理解,Text A,Questions,List the factors which will influence staff scheduling.How to make Visual Rota?Talk something about the function of Visual Rota.,阅读理解,Text B,Questions,Differentiate overview among Chief Housekeeper,Asst.Chief Housekeeper and Floor Supervisor.Differentiate requirements,salary and benefits among stations.,Thank you!,
