管家部房态1、VAC=K（可出租房）2、C/O=D=VD客人已结帐3、OCC（住客房）4、D/L（双锁房）5、H/U（酒店自用房）6、S/O（客人在外住宿房）7、DND（请勿打挠房）8、OOO（待修房）9、C/I（入住房）宾客分类1、VIP(贵宾)：2、FIT（散客）：3、GRP（团队）：查房记录A.缺陷1、DT=DUST：有尘1）WD=Wardrobe衣柜2）LA=Luggage rack行李柜3）TV=Television电视4）BT=Bed-side table床头柜5）HB=Headboard床头板6）TP=Telephone电话7）WS=Windowsill窗台8）CT=Coffee Table 茶几9）EC=Escritoire 写字台10）WB= WALL BOARD地脚线运用举例：DTLA=行李柜有尘DTWS=窗台有尘2、FT=FILTHY：污渍1）LA=Luggage ark行李柜2）TV=Television电视3）BT=Bed-side table床头柜4）HB=Headboard床头板5）TP=Telephone电话6）WS=Windowsill窗台7）CT=coffee table 茶几8）EC=Escritoire 写字台9）WB=地脚线WALL BOARD运用举例：FTTV=电视有污渍FTHB=床头板有污渍3、LK=LACKING：短缺，需补充1）SP=Shampoo：洗发露2）SC=Shower cap：浴帽3）TB=Tooth brush：牙刷4）SO=Soap：香皂5）HT=Hand towel:手巾6) FT=Face towel：方巾7) BT=Bath towel 浴巾8）MA=Mat地巾9）LP=Letter paper信纸10) FF=Fax form传真纸11) LL=Laundry list洗衣单12) RZ=Razor剃须刀13) SL=Slipper 拖鞋14) BL=Body lotion润肤露15) BF=Bath foam沐浴液16) SB=Sanitary bag卫生袋17) CO=Comb梳子18) TP=Toilet paper 厕纸19) SM=Shoe shine mitt 擦鞋纸20) SK=Sewing kit针线包21) SB=Shopping bag购物袋22) LB=Laundry bag洗衣袋24) MT=Match火柴25) GR=Great wall Red Wine长城红葡萄酒26) GW=Great wall White Wine长城白葡萄27) SU=7-UP七喜28) OJ=Orange Juice橙汁29）CK=Coke可乐30）EW=Evian Water依云矿泉31）BN=Birds Nest冰糖燕窝32）SB=Sun Beer太阳啤酒33)TT=Tsing Tao Beer青岛啤酒34)PT=Pistachio开心果35)PC=Potato-crisps薯片运用举例：LKSB①=补充太阳啤1支LKCK②补充可乐2支4、ST=SHIFT：移位，位置不当，需调整1)SD=Service directory服务指南2)SL=Standard lamp落地灯3)WT=Waste垃圾桶4)SF=Sofa沙发5)CT=Coffee table茶几6)AT=Ashtray烟灰缸7)MT=Match火柴8)TP=Telephone电话9)NC=No smoke card请勿吸烟卡10)EC=Environment protect card环保卡11)BP=Bell pen圆珠笔12)CP=Cup茶杯13)TP=Telephone pad电话本14)PL=Pillow枕头15)HD=Hair-dryer风筒运用举例：STCT=茶几位置不当STPL=枕头摆放不当五、CG=CHANGE：更换，物品质量不达标，需更换1、SP=Shampoo：洗发露2、SC=Shower cap：浴帽3、TB=Tooth brush：牙刷4、SO=Soap：香皂5、HT=Hand towel:手巾6、FT=Face towel：方巾7、BT=Bath towel 浴巾8、MA=Mat地巾9、LP=Letter paper信纸10、FF=Fax form传真纸11、LL=Laundry list洗衣单12、RZ=Razor剃须刀13、SL=slipper 拖鞋14、BL=Body lotion润肤露15、BF=Bath foam沐浴液16、SB=Sanitary bag卫生袋17、CO=Comb梳子18、BR=Bathrobe裕袍19、TP=Toilet paper 厕纸20、EL=envelope信封21、SM=Shoe shine mitt 擦鞋纸22、SK=Sewing kit针线包23、QN=Questionnaire宾客意见薄24、SB=Shopping bag购物袋25、LB=Laundry bag洗衣袋29、MB=Min bar迷你吧51、MT=Match火柴60、BP=Bell pen圆珠笔61、CP=Cup茶杯CGSB①=更换购物袋1个D.方位词：1、Underside下2、Right 左3、Left右4、Inside内5、Outside外E.检查评估：1、Excellent卓越2、Good良好3、Common 普通4、Inferior低劣F.其它：1、Fingerprint指印2、Rubbish垃圾管家部培训英语部门英语培训的教材与培训安排根据部门实际情况，现整理出管家部英语培训教材和培训安排：对于本教材，按如下原则设置：1、实用性：不好大喜功，搜集20句最经典，最常用的句型，包含基本礼貌、电话及业务英语，即学即用；2、易学性：教材设计浅易懂，可以激发员工的学习信心和学习兴趣；3、专业性：紧扣部门实际，列举出使用频率最高的70个单词；4、互动性：对于英文基础较好的员工，可以立刻上口，并对其它员工进行角色互换，提高培训效果；5、延续性：为有基础和有兴趣的员工提供更深一层的教材；现将教材与培训时间安排列下：Unit 1 一级英语A、基本交流1、Good Morning/afternoon/evening/night/bye , Sir/Madam.2、Tank you , sir.3、You’re welcome.4、Excuse me,sir.B、电话英语1、Goodmorning ,This is housekeeping , May I help you ?momentRepeat it , Please / Pardon？4、Certainly , sir. / yes , of course.5、Sorry to keep you waiting.C、业务英语1、May I clean your room now , sir?2、Could you tell me if you have any laundry?3、Let me show you.4、May I have your room number.5、I’ll go to your room as soon as.6、This way , Please.7、May I replenish the mini bar , sir?D、多一点交流1、Nice to meet you again,Mr.Smith.2、Welcome to our hotel.3、Sorry to disturb you..4、See you tomorrow.E、Key words:1、一one 二two 三three 四four 五fine六six 七seven 八eight 九nine 十ten2、第一first 第二second 第三third 第四fourth 第五fifth第六sixth 第七seventh 第八eighth 第九ninth 第十tenth3、Chinese Restaurant / 中餐厅Western Restaurant / 西餐厅BusinessCenter / 商务中心Reception / 接待处Karaoke / KTV Sauna / 桑拿Casher’s / 收银处Bar / 酒吧4、客房易耗品Hanger / 衣架Bathrobe / 浴袍Laundry bag / 洗衣袋Safety box / 保险箱Laundry list / 洗衣单Newspaper / 报纸Shopping bag / 购物袋Matches / 火柴Ball pen / 圆珠笔Sewing kit / 针线包Tea bag / 茶包Envelop / 信封Tooth brush / 牙刷Bath foam / 沐浴液Shampoo / 洗发水Soap / 香皂Slipper / 拖鞋Toilet paper / 厕纸Comb / 梳子Writing Paper / 信纸5、床上用品Bed / 床Pillow / 枕头Pillow case / 枕套Bed sheet / 床单Quilt / 棉被Hand towel / 手巾Bath towel / 浴巾Face towel / 脸巾Mat / 脚巾6、借用品Plug / 插座Transformer / 变压器Iron / 烫斗Tap / 水龙头Iron board / 烫板Dryer / 风筒Bottle Opener / 开瓶器Toilet Bowl / 座厕Wash Basin / 面盆 Adaptor / 多功能插座 TV Remote Controller / 电视摇控器Unit 2 二级英语A.1、May I check the sanitation or cleanness, sir ?2、May I have your signature here，please.3、Miss Wang，Are you ok？Do you need a Doctor？4、If you want to clean your room，please put the make up sign on the knob.5、If you need some information，please contact the reception，The extension numberis 4.6、Go ahead，and turn to the left.7、It is on the second floor.8、It is next to……9、It is opposite the……（对面）10、I will take you there.11、Go upstairs to the third floor.12、Where is the toilet？Check it13、Don’t worry ,please . I will ask somebody to handle itfix it14、I want to replenish the Mini Bar for you，sir.B、多一点交流1、Have a good time.2、Take care of your self.3、Have a good trip/time.4、Good bye and thanks for coming.5、Good bye and hope to see you again.6、How is your business？7、How’s everything？8、Good luck.C、key words总经理办公室General Manager’s office 工程部Engineering Department 餐饮部Food and Beverage Department 保安部Security Department 前厅部Front Office 商务中心Business Center客房部House Keeping Department 酒吧Bar人力资源部Human Resource Department 收银处Casher’s娱乐部Recreation Department 医务室In—House Doctor中餐厅Chinese Restaurant 西餐厅Western Restaurant美容室Beauty Salon 人事及培训部Personal & Training Department星期一Monday 星期二Tuesday 星期三Wednesday 星期四Thursday 星期五Friday 星期六Saturday 星期日SundayD、客房设备及设施1、Mini bar 迷你吧Mini bar basket 迷你吧蓝Ice bucket 冰桶Mini bar voucher 迷你吧单Electric kettle 电水壶High ball glass 高杯Hot water jug 热水壶Glass tumbler 玻璃杯Cold water jug 冷水壶Coaster 杯垫Porcelain mug 瓷杯Paper napkin 纸巾Tea bag 茶包Tea tray 茶盘Tea bay container 茶包盅Fridge 冰箱Stirrer/mixer 搅拌棒Self-rescue mask 消防自救面具2、Back of the Door 客房门后D.N.D sing 请勿打扰标志Room Service Menu 客房送餐餐牌Fire Escaped Plan走火图3、wardrobe 衣柜Hanger 衣架Cloth-brush 衣刷Bathrobe 浴袍Newspaper 洗衣袋Safety box user’s menu 保险柜使用说明Safety box 保险柜4、Dressing Table & Chair 梳妆台及椅子Magazine 杂志Laundry list 洗衣单Flier 宣传单张Newspaper 报纸Service directory 服务指南Ball pen 圆珠笔Ashtray 烟盅Shopping bag 购物袋Matches 火柴5、Stationery Folder 文件夹Ball pen 圆珠笔Fax form 传真信纸Envelop 信封Letter paper 信纸Sewing kit 针线包Questionnaire 意见咨询表6、Bedroom 睡房Bed cover 床罩Bed sheet 床单Blanket 毯子Mattress 床垫Bed pad 保护垫Double room with 双人房（两twin bed 张床）Pillow case 枕头套Double room 双人房（一张大床）Pillow 枕头Deluxe room 豪华客房Suite room 套房7、Bed-side TableTelephone 电话Ashtray 烟灰盅Telephone pad 电话拍纸簿Matches 火柴Tent card 塑料台卡Ball pen 圆珠笔Pencil 铅笔8、Other Things In The Room 客房内其它物品Bed-sind lamp 床头灯Curtain 窗帘Corridor lamp 走廊灯Mirror 镜子Table lamp 台灯Table 桌子Standard lamp 落地灯Smoke detector 烟感器Dressing lamp 梳妆台灯Sofa 沙发Window 窗口TV set 电视机9、Supplies In The Bathroom 浴室用品Bathrobe 浴袍Bath mat 防滑垫Hand towel 手巾Toilet paper 厕纸Bath towel 浴巾Shower curtain 浴帘Face towel 脸巾Shoe shine mitt 擦鞋纸Mat 垫脚巾Rubber mat 胶垫10、Bamboo Tray 浴室内的笔蓝Shampoo 洗发露Body lotion 润肤露Conditioner 护发素Bath foam 冲凉液Shower cap 浴帽Sanitary bag 卫生袋Tooth brush 牙刷Comb 梳子Tooth paste 牙膏Soap 香皂11、Facilities In Bathroom 浴室设施Wash basin 洗手盆Towel rail 毛巾架Bathtub 浴缸Marble table 云石台Bathroom shelf 浴室架Toilet 厕所Soap tray 香皂架Toilet bowl 厕盘Socket 插头Toilet seat 座厕Faucet/tap 水龙头Toilet cover 厕板Shower 花洒头Toilet flush 冲厕掣Mirror 镜子Hair-dryer 风筒12、Housekeeping Utilities 客房用具Trolley/work cart 清洁车Hand brush 手扫Linen bag 亚麻袋Mop 拖把Rubbish bag 垃圾袋Duster(damp & dry)抹布Vacuum cleaner 真空吸尘器Sponges 百洁布E、节日New year 新年New year’s Day 元旦Spring Festival 春节Easter 复活节Thanksgiving Day 感恩节National Day 国庆节Christmas 圣诞节Christmas Eve平安夜Valentine's day 情人节F、酒店营业区International Conference Room国际会议室In/Out door Swimming Pool室内外游泳池Business Meeting Room 商务会议室Gymnasium 健身房G、房间种类Deluxe King 豪华单人房Deluxe Twin 豪华双人房Deluxe With Steam King 豪华蒸气单人房Deluxe With Steam Twin 豪华蒸气双人房Deluxe King 商务单人房Executive Twin 商务双人房Executive Suite King 商务套房Extra Bed 加床备注：凡黑体字且加下划线的部分必须牢记，酒店正式开业前将安排培训和考核。