《酒店英语》第二章

1、酒店英语客房部Project 2 Housekeeping Department目录Task 1 Chamber Service客房服务Task 2 Laundry Service洗衣服务Task 3 Maintenance Service维修服务Task 4 Personalized Service个性化服务Brief Introduction to the Housekeeping Department客房部简介TheHousekeepingDepartmentisthemainbodyofahotel.Ahotelisahomeawayfromhomefortravelers.Guestroomsaretheplaceswhereguestsspendthemosttimeinthehotel.Sothequality1ofguestroomsandtheserviceoftheHousekeepingDepartmentaffecttheguestsoverall2evaluation3ofthehoteldirectly.The Housekeeping Department

2、 can be divided into four sections.They are the Floor,the HousekeepingOffice,theLaundryRoom,andthePublicArea.TheFlooristhebackboneoftheHousekeepingDepartment.ThestaffsworkingintheFloorarecalledhousekeepersorfloorattendants.Theyareresponsibleforcleaningguestrooms,offeringhelpstoguests,andensuring4thesecurityoftheFloor.TheHousekeepingOfficeisthenerve5centeroftheHousekeepingDepartment.ThestaffsworkingintheHousekeeping Office are called clerks.They are in charge of the master key,connecting with oth

3、erdepartments,andansweringguestsphonecalls.Project2Brief Introduction to the Front Office前厅部简介ThestaffsworkingintheLaundryRoomarecalledlaundrymen,laundryroomattendants,orvalets.Theyaremainlyresponsibleforcleaningandironingguestslaundry,staffsuniforms6,andallkindsoflinens7inahotel.ThecleanersworkinginthePublicAreatakecareofthecleanlinessofallthepublicareasinahotel.Themostimportantcharacteristic8oftheHousekeepingstaffisthewillingness9toserveandplease10theguests.TheHousekeepingstaff,suchashousekeep

4、ers,laundryroomattendants,roomcenterclerks,supervisors11,andexecutivehousekeepers,canplayagreatroleinhighbusinessrepeatrateandahighoccupancy12rate,notonlythroughtheirefficiencybutalsothroughtheirdedicationtoservice.Project1New Words1.quality/kwlti/n.质量2.overall/vrl/adj.全面的；综合的；总体的3.evaluation/vljuen/adj.极清洁的；非常洁净的4.ensure/n(r)/n.评价5.nerve/nv/n.神经；勇气6.uniform/junfm/n.制服7.linen/lnn/n.亚麻布，亚麻线；亚麻制品8.characteristic/krktrstk/n.特点；特征9.willingness/wlns/n.乐意；心甘情愿10.please/pliz/vt.使喜欢；使高兴，使满意11.supervisor

5、/supvaz(r)/n.监督人；指导者；管理人；检查员12.occupancy/kjpnsi/n.居住；占有；占用Project1Phrases1.playagreatrole起到重要作用2.notonly.butalso不仅而且Project1Notes1.homeawayfromhome家外之家2.TheHousekeepingstaff,suchashousekeepers,laundryroomattendants,roomcenterclerks,supervisors,andexecutivehousekeepers,canplayagreatroleinensuringahighbusinessrepeatrateandahighoccupancyrate,notonlythroughtheefficiencyintheirjobsbutalsothroughtheirheart-feltservices.客房部员工，如客房服务员、洗衣房员工、客房中心文员、主管和行政管家，通过高效的工作和热心的服务可以在确保酒店回客率和高入住率方面起到非常重要的作用。Project1S

6、pecial Terms1.theHousekeepingDepartment客房部2.theFloor楼层3.theHousekeepingOffice客房办公室4.theLaundryRoom洗衣房5.thePublicArea公共区域6.valet熨烫工7.floorattendant楼层服务员8.laundryroomattendant洗衣房服务员9.executivehousekeeper行政管家10.occupancyrate入住率ExercisesFillinthefollowingformaccordingtothepassage.Project1NameofthesmallersectionsintheHousekeepingDepartmentResponsibilitiesofeachsectionintheHousekeepingDepartmentHowtoaddressthestaffworkingindifferentsectionsintheHousekeepingDepartmentTheFloorcleaningguestsrooms,offerin

7、ghelpstoguestsandensuringthesecurityoftheFloor.receptionistThePublicAreatakingcareofthecleanlinessofallthepublicareainhotelcleanerExercisesFillinthefollowingformaccordingtothepassage.Project1NameofthesmallersectionsintheHousekeepingDepartmentResponsibilitiesofeachsectionintheHousekeepingDepartmentHowtoaddressthestaffworkingindifferentsectionsintheHousekeepingDepartmentTheHousekeepingOfficeinchargingofthemasterkey,connectingwithotherdepartmentsandansweringguestsphonecallsclerkTheLaundryRoomcleani

8、ngandironingguestslaundry,staffsuniformsandallkindsoflinensinahotellaundryman,laundryroomattendantorvaletTask 1客房服务Chamber Service.Readthefollowingwordsabouthousekeepingandtrytolistmoreaccordingtothevideo.任务导入点击上方图片观看视频.Readthefollowingwordsabouthousekeepingandtrytolistmoreaccordingtothevideo.任务导入.Doyouknowhowtomakeuparoominahotel?Watchthevideoandtrytosummarizethestepsformakinguparoominahotel.任务导入_.Workingroupsanddiscusswhatahousekeepershouldsaywhenhe/shecomestomakeuptheguestroomsfindingtheguest

9、sareintherooms.点击上方图片观看视频知识储备Themainduty1ofahousekeeperistokeeptheguestroomsclean.Everydaythehousekeeperwillgetalistofroomsthatneedtobecleaned.Buttheorderofcleaningtheguestroomsisdifferentduringpeak2seasonandoff-season.Duringpeakseason,theyusuallycleantheroomsaccordingtothefollowingorder:vacantrooms,roomsthatarerequiredtobecleanedassoonaspossiblebytheFrontDesk,check-outrooms,roomswiththe“PleaseMakeUpRoom”sign,VIProomsandotherrooms.Duringtheoff-season,theorderwouldbelikethis:roomsthatarerequiredt

10、obecleanedassoonaspossiblebytheFrontDesk,roomswiththe“PleaseMakeUpRoom”sign,VIProoms,otherrooms,check-outrooms,andvacantrooms.Turndownservicereferstothepracticeofstaffenteringaguestsroomand“turningdown”thebedlinenofthebedintheroom,preparingthebedforuse.Itistofacilitate3therestoftheguestsandtoshowthewelcometotheguest.Turndownserviceusuallystartsafter6pm,whenmostoftheguestsgetoutfordinnerinsteadofstayingintherooms.Turndownservicesgenerallyincludeturningonthelights,adjustingthetemperatureoftheairco

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