Unit Two Housekeeping 客房部---- the Backbone of a Hotel第一节Chamber Service 客房服务Ⅱ. Guest Room FacilitesⅢ.Procedures of Room Cleaning (main 8 steps)Entering the guestroom collecting the soiled linens (脏了的床上用品) Making the bed Cleaning the bedroom Cleaning the bathroom Replacing the room supplies Vacuuming the carpet Leaving the roomⅣ. Dialogs Role play1.Turn-down service: is that replacing the bedcover(将床套拿走)then folding the four corners of the blanket(折好毛毯四角：毛毯和第二张床单的一角折向床中央成45度或斜拉成30度角) Besides drawing the curtainSwitching on lamps , Cleaning the bathroom and that reputing fresh towels, fetching boiled water in the mini-jar.Dialogs1. Cleaning the Room清扫客房(A =Room Attendant, G=Guest)A: Housekeeping, may I come in?G: Come in, please.A: I‟m sorry to disturb you, sir. Can I clean your room now?G: Oh, I‟m a bit tied up at the moment. Can you come back later?A:What time will be convenient for you, sir?G: In one hour.A: Okay, I‟ll be back in an hour.2. Turn-Down Service 开夜床服务（The room attendant knocks at the door）A: Housekeeping, may I come in?G: Come in.A：Good evening, sir. Can I turn down your bed now?G：Go ahead.（The room attendant turns down the bed.）A：G：A：A：Here is your ice, sir.G：Thank you very much.A：You‟re welcome. Have a good night.3. Do Not Disturb请勿打扰G：Are you going to clean my room in a while?A：Yes, sir, after I finish cleaning this one.G：My wife is still sleeping .Can you clean it later?A：Sure, sir. But you‟d better turn on the “Do Not Disturb” sign.G：Okay, I‟ll turn it on now. Thank you!A：You‟re welcome. Please call me whenever you need us.4. Turn-Down Service in the Guest RoomIn the late afternoon, the room attendant knocks at the door of a guest room .She is going to offer the routine turn-down service.A: Room attendant. May I come in?G：Yes.A：Good evening, Ms. Brown .I hope I‟m not disturbing you .May I do the turn-down service for you now?G：Oh, I guess you need to clean up the bathroom first .It‟s mess.A：G：Yes, to read today‟s evening A：All right, madam .Which bed would you prefer to use for the night?G：Well, I‟d like the one by the window.A：Okay, let me make the bed right now.G：Thanks. Oh, by the way, could you bring in some drinks and crackers?A：Yes, I am about to check the mini-bar and refill it. Besides, I‟ve also brought someG：That‟s so kind of you. I love strawberries very much.A：I am glad you enjoy them. Anything else I can do for you?G：No more .Thank you very much.A：I‟m always at your service .Goodbye, and do have a very pleasant eveningⅤ. Entering the Guestroom（UK STANDARD) Procedures（进入客房的10 steps）Step1 Check the room status. 检查房屋状态Step2 Check for a …Do Not Disturb‟ s ign. Do not knock if a sign is on the door.检查有无‘请勿打扰’的标牌。
如果有，不要敲门。
Step3 Announce presence. Knock firmly and say …Housekeeping‟. Do not use a key to knock on the door. 通知客人，沉稳地敲门并通报‘客房服务’。
不能用钥匙敲门。
Step4 Wait for a response. If you do not hear an answer, knock again and repeat …Housekeeping‟. 等待答复，如果没有回答，重复步骤3。
Step5 Wait a second time for a response. If you still do not receive an answer open the door slightly and repeat …Housekeeping‟. 再次等待答复。
如果仍旧没有回答，轻轻的开门并通报‘客房服务’。
Step6 If the guest is asleep or in the bathroom, leave quietly and close the door.如果客人正在睡觉或在浴室，安静离开并关上门。
Step7 If the guest is awake but dressing, excuse yourself, leave, and close the door.如果客人刚醒，没有或正在穿衣，立即道歉，离开并关门。
Step8 If the guest answers your knock, ask when you may clean the room.如果客人回应，向客人询问可以进行客房服务的时间。
Step9 If the room is unoccupied, position your cart in front of the door and leave the door open. Begin cleaning. 如果房间没人，将服务车停在门前，保持房门打开。
开始客房清洁。
Step10 If the guest returns while you are cleaning, offer to finish later. Ask to see the guests room key to verify that the key and room numbers match.如果中途客人返回，停止工作，询问可以服务的时间并准备离开。
（一般视情况而定）。
离开前，要求客人出示与客房号相符的钥匙卡。
VI.Reading1.Service with a SmileTourists would like to go to hotels with fine reputation.The reputation of a hotel depends on the degrees of comfort and service it offers to the guests. Service is of first importance. All hotel staff must realize the importance of polite service---service with a smile. Here lies the secret of a smile.Your smile is a message of your good will. Your smile lights up your own face and brightens the lives of all. Your smile is like the sun breaking through the clouds. Smile can open doors and tear down walls. Smiling at each other makes our world warm and bright. Smile at your guests, Smile at your guests, smile at your leaders, and smile at your colleagues. It doesn‟t matter who he or she is, and that will help you to grow up in greater love for each other.A Chinese saying goes like this, “A man without a smiling face must not open a shop.2.Turn-Down ServiceTurn-down service is regarded as a rule of Star Hotel Ranking Standard .It is usually offered between 5:00 pm and 8:00 pm .The room attendant will remove the bedspread and turn down a corner of the cover , making it easy for the guest to go to bed . Also, the curtain would be drawn close, the bedside lamp turned on, and the bath mat laid out. A copy of newspaper or magazine will be put on the night table in some hotels .In one word, turn-down service aims to make the guest feel like at home.VII. Listening and Exercise1. Fill in the blanks with the words or phrase given below.( turn down see to bring provide )1) The housekeeper should _______ the cleanliness and good order of the hotelrooms.2) Could you ______ me some fresh towels?3) The girl _____________ the young man‟s invitation to the party.4) Would you _______ our little Tom with an extra bed?2. Translate the following sentences into Chinese.1) I‟m expecting a friend. Can you come back later?2) What time will be better for you, sir?3) How long will that take?4) Your room will be ready in a few minutes.5) I‟m terribly sorry, sir. It won‟t happen again.第二节Floor Desk Service 楼层服务Ⅲ.Dialogs1. Wake-up Call service（A=Floor Desk Attendant, B=Guest）A: Good morning, sir. Can I help you?B: Yes, I‟d like to be woken up tomorrow morning.A: Certainly, sir. At what time、B: At 8 sharp.A: What kind of call would you like , by phone or by knocking at the door?B: By telephone.A: No problem. May I have your room number?B: 922.A: Thank you, sir.2. Offering HelpA: Housekeeping.B: This is Leonardo in Room 315. The TV remote control doesn‟t work.A: Push the power button on the TV first.B: Oh. Thank you. Sorry.A: Not at all. I‟m glad to be at your service.3. Receiving a Visitor（A=Room Attendant, V=Visitor）A: Good afternoon, sir. May I help you?V: I‟d like to see Mr. Robinson in Room 108.A: Have you made an appointment with him?V: I‟m afraid not.A: Just a minute. May I have your name?V: Elbert Dodge.A: (Making a telephone call to the staying guest)Good afternoon, Mr. Robinson,a Mr. Elbert Dodge would like to see you now. Would you like to meet him? Uh, OK, thank you.(to the visitor) Would you please show me your ID card, sir? And fill in the form please.V: All right.A: That‟s fine. This way, please.4. Escorting the Guest into the Guest RoomThe lobby attendant ushers Mr. Brown onto the floor of his room. The floor attendant is waiting for them. (L=lobby attendant F=floor attendant G=guest)L: This is Mr. Brown of Room 1206.F: Hello, Mr. Brown. Welcome to our floor.G: Nice to meet you.F: I‟m the attendant for this floor. We‟re glad to have you here.G: I‟m pleased to be here.F: Here we are .This is your room.G: Oh, the room is so spacious!F: Yes. Could I put your suitcase by the wardrobe?G: Yes, please.F: Well, Mr. Brown, let me introduce the facilities in the room. First, the bathroom.The red faucet is for hot water and the white one is for cold water.G: Is the water drinkable?F: No. You may get hot drinking water from the mini—jar and cold drinks from the mini--bar.G: How do you charge for the things in the mini—bar?F: There is a price list over there. Well, and this is the air—conditioning switch. The temperature in your room can be adjusted as you like.G: Can I make IDD calls in the room?F: Yes. For IDD calls, just dial 9, and then 0—0. After that, dial your country code and the area code before the phone number you want.G: I see. Can I use my laptop to get to the Internet?F: Certainly. There is an Internet broad band access hookup on the desk.G: Do you charge for the use of it?F: No, it‟s free of charge. Would you please keep your valuables in the safe—deposit box in the wardrobe?G: Certainly. Thank you so much.F: With pleasure. If you need any help, please let me know.第三节Laundry Service 洗衣服务Ⅰ.New words and Expressions1. Laundry2. Starch3. Shrink V.4. Extra5. Stitch6. Press7. Dry-clean8. Iron n9. Item10. Express serviceeful Sentences:1．Excuse me．Have you any laundry？对不起，请问有没有要洗的衣服？2．The laundry man is here to collect it．洗衣房服务员来这儿收要洗的衣服了。