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1、PartIIHousekeepingDepartmentI.Introduction:1.TheimportanceoftheHousekeepingDepartmentBackboneofahotel,togettheroomscleanandingoodorderfortheFrontOfficetosell.WithouttheHousekeepingDepartment,ahotelcannotoperate.2.ThemaindutiesoftheHousekeepingDepartment:Tokeepthecleanlinessandgo
2、odorderofallroomsinthehotel;TocoordinatetheworkcloselywiththeFrontOffice;Tocompileabedoccupancylist,roomstatusreporttwoorthreetimesaday;Tostore/sort/check/issue/repairallthelinens;Toprovidelaundryservice;Toprovideroomservice.StaffintheHousekeepingDepartment:Chambermaids→todothea
3、ctualcleaningoftheguestrooms.Housemen→todealwiththeheavywork,suchasthemovingofthefurnitureorheavylinenbasketsandtrolleys.Linen-roomattendants→tostore/sort/check/issue/repairallthelinensSupervisors→tocheckroomstoseeiftheyareletorvacant;tocheckthatallfurnitureandfurnishingsareingo
4、odorderandrepair.Housekeepers→toallocateandsupervisealltheworkofthestaff.4.Situationalconversations:4.1GuidingtoRooms4.2ChamberService4.2.1.MakinguptheRoom4.2.2.CleaningtheRoom4.2.3.TheTurn-downService4.2.4.RoomService4.2.5.LaundryService4.2.6.Wake-upCallServices4.2.7.Baby-Sitti
5、ngService4.2.8.MaintenanceService4.2.9.ShoppingfortheGuestonRequest4.2.10.OfferingExtraService4.2.11.ShiningShoes4.2.12.DealingwithComplaints(1)ComplainingaboutFacilities(2)ComplainingaboutService4.2.13DamageProblemsPartIIIFoodandBeverageDepartmentI.Introduction:●Importanceofthi
6、sdepartment:bringsinmoreincomethanroomrentalsinmanylargehotelsDifferentsectionsinclude:Restaurant,grillroom,snackbar,loungebar,cafeteria,coffeeshop,roomservice,loungeserviceandbanquetingGood“dishes”:goodcooking+goodknowledgeandskill,acordialsmile,plentyofcourtesy,sincereeffortan
7、defficiencyofthestaffMotto:Reputationfirst,customerforemostII.Usefulexpressions:foodandbeverageservice(餐饮服务)，grillroom(扒房,烤肉房)，cafeteria(自助餐厅)，snackbar(快餐部),loungebar(休息厅酒吧)，groupcohesiveness(集体配合)，goodcooking(美食烹饪)，tohavealoveforone’sjob(热爱本职工作)，highqualityservice(优质服务)，reputat
8、ionfirst,customerforemost(信誉第一，顾客至上)，kitchenwai
