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1、客房情景对话ServicePosition:TheHousekeepingDepartmentisoneofthemainoperationaldepartmentsofahotel.It’smaindutyistoseetothecleanlinessandgoodorderofalltheroomsandpublicareasinthehotel,provideallkindsoffacilitiesandservicessoastocreateaconvenientcomfortable,tidyandsecur
2、elivingenvironmentfortheguests.Moreover,italsoprovidessupportsforotherdepartmentsandcoordinatestheworkcloselywithotherdepartment.Housekeepingistheheartofthehotelindustry,thoughitdoesn’tgeneratesalesdirectly,astheFood＆BeverageDepartmentandtheSalesDepartmentdo.The
3、entirehoteldependsonthesmooth,efficientmanagementoftheHousekeepingDepartment.H:HousekeeperG:Guest清洁房间、洗衣服务ProcedureofService:lKnockatthedoorgentlythreetimes.lSay:“Housekeeping”.lAsktheguestwhetherhecancleantheroomnow.lGreettheguest.H:Housekeeping.MayIcomein?G:Ye
4、s.Comein,please. H:I’msorrytodisturbyou,sir.MayIcleantheroomnow?G:OK,youcandonow.AndIhavesomeclothestowash.CanyousendsomeonetoRoom202topickupmylaundry? H:Certainly,sir.Wouldyoulikeexpresslaundryorordinarylaundryservice.G:Whatisthedifference?H:Wecharge50%morefore
5、xpress,butitonlytakes5hours.Whichonewouldyouprefer?G:expresslaundryservice.H:OK.I’llasksomebodytopickyourlaundryatonce.Ihopeyouhaveagoodday.Good-bye.晚床、加床服务ProcedureofService:lAsktheguestifhewantsturn-downservicenow.lTurndownthebed.lExpressyourwishestotheguest.H
6、:Goodevening,Housekeeping.MayIcomein?G:Comein,please. H:Goodevening，sir.MayIdotheturn-downserviceforyounow？G:Ok,Youcandonow.CouldIhaveanextrabed?Oneofmyfriendswillstayherewithmeforanight.H:Ofcourse.Butpleasecallthefrontdeskfirst.Withthepermissionofthefrontoffice
7、,I’llgetyouone.G:Ok,I’llcallthemthen. HowmuchshallIpayfortheextrabedservice?H:Therateoftheextrabedis30RMBG:Thankyouverymuch.H:You’rewelcome.Ihopeyouhaveaverypleasantevening.送餐服务ProcedureofService:lGreettheguestlGettheinformationfromtheguest.Whattheguestwants.The
8、specialdemandsforcooking.Theguest’snameandhisroomnumber.lConfirmwhattheguestbooks.lTelltheguesttheorderwillbereadysoon.H:Goodmorning，roomservice.WhatcanIdoforyou?G:I’
