酒店英语项目实训指导书

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1、酒店英语项目实训指导书Program2HousekeepingDepartment项目二客房部TheHousekeepingDepartmentisoneofthemainoperationaldepartmentsofahotel.Inasense,itispossibletosaythatacleanandpleasingguestroomisoneoftheproductsthatahotelsells.Itsdutyistoensurethecleanlinessandgoodorderofallroomsandpublicareasinthehotel,andp

2、rovideallgoodandnecessaryservicesinordertocreateanideallivingenvironment.Tokeeptheoperationofthehotelgoingsmoothly,itmustalsocoordinatetheworkcloselywithotherdepartments.HousekeepingDepartmentIntroduction客房部介绍HotTip客房部是酒店主要运营部门之一。在一定程度上，一个整洁而令人愉悦的客房，就是酒店出售的产品。它的职责就是确保客房和整个公共区域清洁、有序，并为创造出理

3、想的居住环境提供必要的服务。为了保持整个酒店的顺畅运作，它也必须与其他部门建立紧密的合作。HotTipMainFunctionsoftheHousekeepingDepartment前厅部主要功能■ChamberService客房服务■LaundryService洗衣服务■RoomService客房送餐服务■Turn-downService做夜床服务■SpecialServices特殊服务■MaintenanceService维修服务■MiscellaneousService其他服务FrontOfficeGuidingtheGuesttotheGuestRoom1Cham

4、berSerbices2LaundryServices3OtherSpecialServices4HotTipTask1ReceivingRoomReservations工作任务一受理客房预订TaskObjectives任务目标Afterlearning,youshouldbeableto:学完后，应该掌握：◆receivetheguests接待客人◆introducetheroomfacilitiesandservices介绍客房设施和服务HotTipSub-task1:ReceivingtheGuests子任务一接待客人Sample情景实例Scene:Thefloor

5、attendantstepsforwardtowelcometheguests.(A=Attendant,G=Guest)A:Goodmorning,sirandmadam.WelcometotheSeventhFloor.I’mthefloorattendant.Didyouhaveapleasanttrip?G:Yes,thanks.WhereisRoom7013,please?A:It’salonghere.Wouldyoupleasestepthisway,Mr.andMrs.Brown?G:OK.Buthowdoyouknowournames?A:Itwason

6、thearrivallistforRoom7013.Hereweare.Thisisyourroom.MayIhaveyourkey,please?Letmeopenthedoorforyou.HotTipG:Oh,theroomissospacious!Welikeitverymuch.A:Theroomisfacingthesouth.Youcanhaveagoodviewofthegarden.G:Verywell.Whenwilloursuitcasesarrive?A:Theywillbeherequitesoon.Thebellmanishandlingthe

7、m.Pleasewaitamoment.G:Verywell.(Lookingaroundtheroom)A:Howdoyouliketheroom?G:Oh,itlookscomfortableandcozy.Welikeitverymuch.A:(Drawingthecurtainsaside)TheroomisfacingthesouthandcommandsagoodviewoftheHuangpuRiver.G:Yes.Howgreat!HotTipWordsandExpressions词汇与表达flooratten