Chapter ⅠAn Overview of Hospitality Industry001
LeadinAn Introduction to Hospitality Industry001
Reading 1Classification of Hotels002
Reading 2Type of Hotel Rooms and Hotel Facilities005Chapter ⅡFront Office Department008
LeadinAn Introduction to Front Office Department008
Lesson 1Reception Desk 接待处009
Lesson 2Information Desk 问讯处017
Lesson 3Concierge Service 礼宾服务023
Lesson 4Business Centre 商务中心029Chapter ⅢHousekeeping Department036
LeadinAn Introduction to the Housekeeping Department036
Lesson 1Welcoming and Guiding the Guests 迎宾及带宾客至房间036
Lesson 2Cleaning the Room 打扫房间043
Lesson 3Laundry Service洗衣服务049
Lesson 4Personalized Housekeeping Service 个性化家政服务056Chapter ⅣFood and Beverage Department064
LeadinAn Introduction to Food & Beverage Department 064
Lesson 1Table Reservations 餐桌预订064
Lesson 2Hosting & Taking Orders 点单服务070
Lesson 3Serving Dishes 就餐服务076
Lesson 4Paying the Bill 结账081ⅣⅤChapter ⅤOther Information about Hotel088
LeadinAn Introduction to the Hotel Jobs 088
Reading 1The Main Rules for Handling Complaints & Emergencies088
Reading 2Facilities in Hotel091Key to Listening Comprehension096
Chapter ⅡThe Front Office Department096
Chapter ⅢHousekeeping Department101
Chapter ⅣFood and Beverage Department106参考文献 Reference111
Chapter ⅢHousekeeping DepartmentChapter ⅢHousekeeping Department
LeadinAn Introduction to the Housekeeping DepartmentAs the saying goes, the difference is in the details. Those details are the charge of the Housekeeping Department. As one of the most integral完整的 departments within the hotel, the Housekeeping Department is responsible for the immaculate无瑕疵的 care and upkeep整理维修 of all guest rooms and public spaces. Individuals who excel擅长 in our Housekeeping Departments have an eye for detail and a commitment to the training, development and motivation of a diverse group of talented employees. In a competitive hotel market, it is service and cleanliness that really make an impact影响 on our guests and determine whether they will return.Lesson 1Welcoming and Guiding the Guests迎宾及带宾客至房间Background InformationFloor service is one important part of working organization in Housekeeping Department, where guests come and hope to be respected and taken care as well. In the light of the principle of Customer First, procedures and requirements to guide and standardize daily routine of the staff should be laid down by the hotel. Courteous and welcoming staff will leave guests with a good impression and a cheerful temper, which speaks for the hotel at the same time.楼层服务是客房部组织工作中的重要部分。客人到达楼层之后，希望得到服务人员的尊重，在生活上得到服务人员的关心。根据顾客至上的原则，饭店应制定相应的程序与要求，规范与约束员工的日常行为。员工迎客彬彬有礼，会给客人留下美好印象，使之有一个好心情，也会对饭店产生一个好印象。Dialogues〖*2〗Dialogue 1Welcoming the Guests and Taking the Guests to the RoomA=Floor AttendantG=GuestA： Good morning, sir. Welcome to our hotel.00G： Hello, can you show me how to locate my room please?A： Certainly sir. Can you take out your room pass? Now, swipe it onto the lift control and the doors will open.G： OK, lets get in. Can you help me with that suitcase? Thanks.A： Your room is located on floor 6. Swipe your room pass on the lift control, here, and let me press button 6.G： I get it. So, noone who doesnt have a room pass cant use the lift?A： Correct, sir. This is a security feature of the hotel and means the corridors outside your room will be secure.G： Excellent.A： Now, weve arrived, sir. Ill follow with your luggage. Please turn left.G： OK, Ill try my room pass. Excellent, it opens. The room looks nice. Now, before you go can you show me how to operate the AC unit?A： Certainly. Place your room pass inside this slot and the lights will come on. Here is the AC controlThis button turns up the temperature, and this button turns it down.G： Great, this looks like it will be comfortable. Heres something for yougives tip.A： Thank you, sir. If there is anything else you need, please call the reception. Dial 0 for service.G： Thanks again.Dialogue 2Showing the Room and Offering inroom ServiceA=Floor AttendantG=GuestA： Good afternoon, sir. Welcome to our hotel. My name is Tom. Im the floor attendant.C： Thank you, Tom. Where is Room 802, please?A： Ah, Mr. Steven. Would you care to step this way, please? Ill carry one of your briefcases. Lets go, shall we?G： Sure, Ill come after you. Oh, how do you know my name?A： Its on the arrival list for Room 802. Now here we are. This is your room. May I have you room card, please?G： Here you are.A： Thank you. Come in please. Ive turned on the light. Do you mind if I put your baggage by the wardrobe?G： Not really.G： How nice the room looks!A： Im glad you like it.Drawing the curtains asideThe room is facing south and commands a good view of the beach.G： Thats lovely!A： You must be tired after a long journey, sir, Please be seated and take a rest.G： Im very thirsty. Can I get something to drink?A： Yes, there is some beverage in the minibar. Shall I get one can for you?G： No. I dont like cold drink.A： In this case, Ill make tea for you.G： Its really very kind of you. Thank you very much.A： Its my pleasure. If you need anything, just call the reception. The number is 0. Is there anything else I can do for you?G： No, everything is fine. If I need your help, Ill call you.A： Ill put myself at your service at any time, See you later.Dialogue 3Introducing the RoomA=Floor AttendantG=GuestA： Mr. Johnathan, Ill show you to your room, would you please come this way? Your room is over there.G： OK, Ill follow you.A： Here is your room, Mr. Johnathan. After you.G： Thank you.B： Shall I draw the curtain for you?G： OK, thank you.A： Mr. Johnathan, this is the bathroom, and the switch is here. You can also have more hangers from housekeeping if you want.G： Oh, I see. May I ask when room service is available?A： Its available twentyfour hours a day. And in the first drawer of the dresser, youll find a brochure with full information about the facilities and services of our hotel. If you need anything else, please dont hesitate to tell us. The extension number of the floor desk is 16699.G： By the way, the hot water is supplied round the clock, isnt it?A： Exactly, Mr. Johnson. And the tap water is drinkable in our hotel. Hope you enjoy your stay here. Is there anything I can do before I leave the room?C： No, thats all for now. Thank you very much!A： Youre most welcome. Have a nice day! See you.
1. baggage \[bɡd\] n. 行李2. beach \[bit\] n. 海滩；湖滨3. beverage \[bevrd\] n. 饮料4. briefcase\[brif kes\] n. 行李箱5. brochure \[brr\] n. 某地、某旅馆等的情况介绍手册，小册子6. can \[kn\] n. 罐头,开罐器7. corridor \[krdr\] n. 走廊8. drawer \[drr\] n. 抽屉9. dresser \[dres\] n. 梳妆台；碗柜；化妆师10. drinkable \[drkbl\] adj. 可饮用的；可以喝的11. facility \[fslti\] n. 设施；设备12. locate \[lket\] vt. 位于；查找的地点13. luggage \[lɡd\] n. 行李；皮箱14. minibar \[mini bɑ\] n. 小酒柜15. operate \[pret\] vt. 操作；经营16. reception \[rspn\] n. 接待处, 服务台17. security \[sikjuriti\] n. 安全；保证18. suitcase \[sutkes\] n. 手提箱；衣箱19. swipe \[swap\] vt. 刷卡20. switch \[swt\] n. 开关，闸21. wardrobe \[wrdrob\] n. 衣柜22. at your service 为您效劳23. command a good view of 看到的美景24. AC control 空调遥控25. AC unit 空调房26. draw...aside 把拉开27. extension number分机号码28. floor attendant 楼层服务员29. lift control 电梯感应区；电梯控制面板30. room cardpass房卡31. round the clock 连续一整天的；不间断的32. step this way 这边走1. 带顾客到住房 Guiding the Guests to Their RoomsCan you take out your room pass?请问您能拿出门禁卡吗？Now, swipe it onto the lift control and the doors will open.现在，请把您的房卡在电梯感应器上刷一下，电梯门就会开了。Your room is located on floor 6. Swipe your room pass on the lift control, here, and let me press button 6.您的房间在六楼。请把您的房卡在感应器上刷一下，就在这，让我按一下六楼。Ill show you to your room, would you please come this way? Your room is over there.我会带您去房间，请跟我来。您的房间在那边。May I have you room card, please?请问能把房卡给我一下吗？Would you care to step this way, please?请问您能跟我来这边吗？2. 介绍设施及服务Introducing the Facilities and the ServicesThe room is facing south and commands a good view of the beach.这个房间朝南，并且可以看到海滩的美景。There is some beverage in the minibar. Shall I get one can for you?在那个小酒柜里有一些饮料。我给你拿一罐好吗？Mr. Johnathan, this is the bathroom, and the switch is here.乔纳森先生，这边是浴室，开关在这。You can have more hangers from housekeeping if you want.如果需要，您可从客房部取得更多衣架。Its available twentyfour hours a day.客房服务二十四小时提供。In the first drawer of the dresser, youll find a brochure with full information about the facilities and services of our hotel.在梳妆柜的第一个抽屉，你会看到一本小册子，上面有我们酒店所有设施及服务的全面信息。The hot water is supplied round the clock。热水是全天供应的。The tap water is drinkable in our hotel.我们酒店的自来水是可以直接饮用的。3. 更多服务应对 Offering More ServicesIf there is anything else you need please call the reception. Dial 0 for service.
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