客房部Housekeeping

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1、Unit6Housekeeping客房部部结构客房部经理HousekeepingMGR楼层主管FloorSupervisorPA主管PASupervisor布草房主管LinenRoomSupervisor客房服务中心Roomservicecenter洗衣房主管LaundrySupervisor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；

2、如果稍多，一般要为客人提供惊喜；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

3、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、地漏、卷纸、请勿打扰、洗衣袋、浴衣、针线包、价目表、茶包Closet;shelves;luggagerack;dressingtable;drawer;tablelamp;lampshade;TV;controller;wastebasket;curtain;standlamp;electricjugkettle;bedspread;bedsidecupboard;washbasin;tap;towelset;bathtowel;facetowel;bathmat

4、;watertank;toilet;floordrain;toiletpaper;donotdisturb;laundrybag;bathrobe;sewingkit;pricelist;teabag听力对话——客房迎宾服务1分钟重点句型介绍酒店设施：ThereisaFrenchcaféandaKoreanbarbequeonthe1stFloor.介绍客房设施和服务：Youcancallthehousekeeperifyouneedlaundryservice.Hereisthemini-bar.重点句型听力2分钟听力对话——客房清

5、理服务1分钟重点句型Housekeeping.MayIcomein?ShallIcomebacklater?Whattimewouldyoulikemetocameback.Youcancallthefrontdeskwhenyouwantyourroomdone.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ThebellmangreetsandshowstheguestRoom3305.Hefirstopensthedoorfortheguestandcarriesguest‘sluggage.Hedrawsbackthecu

6、rtains,turnsontheTVandshowstheminibar.Whenheisgoingtomakeacupofteafortheguest,theguestgiveshim￥10andthebellmanleavestheroom.情境对话Aguestasksaroomattendanttomakeuptheroomrightnowbecausehewillhavesomevisitors.Aftercleaning,heaskstheroomattendanttofetchsomefreshtowels,abottl

7、eofice,someflowersandcandles.Trytohandlethissituation.阅读理解TextAQuestionsListthefactorswhichwillinfluencestaffscheduling.HowtomakeVisualRota?TalksomethingaboutthefunctionofVisualRota.阅读理解TextBQuestionsDifferentiateoverviewamongChiefHousekeeper,Asst.ChiefHousekeeperandFlo

8、orSupervisor.Differentiaterequirements,salaryandbenefitsamongstations.Thankyou!