Chapter6 Housekeeping
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酒店英语视听说课件
Good morning. Reservations. Jane speaking. Can I help you? 早上好｡我是订房部的Jane｡有什么可以帮到您的吗? Good afternoon. Welcome to Tiantian Hotel, May I help you? 下午好｡欢迎光临天天酒店!有何吩咐呢? ★I’d like to book a single room for Wednesday next week. 我想要订一间下周三入住的单人房｡ ★I’d like to book a double room for my friend. 我想为我朋友预订一间双人房｡
you need a password to get access to the computer system. • Promotion n. 促销；晋升 We are doing a special promotion of wines. His promotion to Sales Manager took everybody by surprise.
Preference will be given to graduates of this university.
Language points in listening part
• access n. 通道，机会，权利 e.g. The only access to the farmhouse is across the fields.
Useful Drills
II How to get information from the customers 如何从客户处获取信息
How long will you plan to stay? How long will you be staying? May I know who I’m talking with? (Making a phone) What type of room do you require? How many rooms will you require? May I have your name/telephone number, please? May I have the way to contact with you? Who is the booking for?
you need a password to get access to the computer system. • Promotion n. 促销；晋升 We are doing a special promotion of wines. His promotion to Sales Manager took everybody by surprise.
Preference will be given to graduates of this university.
Language points in listening part
• access n. 通道，机会，权利 e.g. The only access to the farmhouse is across the fields.
Useful Drills
II How to get information from the customers 如何从客户处获取信息
How long will you plan to stay? How long will you be staying? May I know who I’m talking with? (Making a phone) What type of room do you require? How many rooms will you require? May I have your name/telephone number, please? May I have the way to contact with you? Who is the booking for?
logistics-english-6
chain stores?
Text 2 Definition of Chain Stores
Chain Stores are groups of retail stores engaged in the same general field of business that operate under the same ownership or management. Chain stores have come to epitomize the vertically integrated big businesses of modern mass distribution, and their strategies have shaped mass consumption.
Chapter 6 Chain Store
欧阳斌 张耀平
Learning Objectives
➢To understand the role of chain store ➢To know the chain store activities ➢To learn chain stn of the Operation of Chain Stores – An Opinion
A franchise is a legal and commercial relationship between the owner of a trademark, service mark, trade name, or advertising symbol and an individual or group wishing to use that identification in a business.
security? (A) A. LICT analysis B. STEP analysis C. CNC analysis D. WTO analysis 2. STEP analysis means analysis of B factors in the business
Text 2 Definition of Chain Stores
Chain Stores are groups of retail stores engaged in the same general field of business that operate under the same ownership or management. Chain stores have come to epitomize the vertically integrated big businesses of modern mass distribution, and their strategies have shaped mass consumption.
Chapter 6 Chain Store
欧阳斌 张耀平
Learning Objectives
➢To understand the role of chain store ➢To know the chain store activities ➢To learn chain stn of the Operation of Chain Stores – An Opinion
A franchise is a legal and commercial relationship between the owner of a trademark, service mark, trade name, or advertising symbol and an individual or group wishing to use that identification in a business.
security? (A) A. LICT analysis B. STEP analysis C. CNC analysis D. WTO analysis 2. STEP analysis means analysis of B factors in the business
酒店英语视听说课件
请您写下来好吗? 请不要挂电话好吗?
请问您要订一间双人房吗? 请问您要喝茶还是咖啡? 请问您介意坐在这里吗?
4) 在提供建议协助､征求意见时,可使用Shall I ...? 或Would you like me to do ...?
Shall I make the reservation for you? Shall I draw you a map?
一间双人房要多少钱呢? 每天收费多少? 有优惠/折扣吗? 每天380元,送早餐｡
We can do a standard /deluxe double room for RMB350 per night.
我们有标准/豪华双人房,每天每间350元｡ We charge RMB600 for a deluxe twin per night. The price/rate for a minimum of 5 rooms is 20 percent off. 如果起订5间房,房价可以享受20%的优惠｡ I’m sorry, there is no discount. There’s a reduction for children. We have already cut the price very fine.
请问要我为您安排预约吗? 请问要我为您画一张地图吗?
Role-playing
• Each group should make a reservation. Every member should be clear the role you are going to play. Try your best to use some correct and effective sentences.
对不起,我们现在没有空房｡ 很抱歉,所有的客房都已经订满了｡
饭店情景英语 (6)
Role Play
③ A guest has some clothes to be washed. A laundry man comes to collect them. ④ A guest rings the Housekeeping Department for wake-up call service. An operator answers the phone.
现在可以为您整理房间么？ have sth. done 表示什么事情被 完成。想表示相同意思，也可以 说“May I do the make-up service for you now?”
Mr. Kidd: All right. We are going out for lunch. Can you give us any suggestions? CM: There is a restaurant on the second floor. It serves delicious Western food. You may also enjoy typical Chinese food there. Mr. Kidd: That sounds good. Well, can you finish it before we come back? We would like to have a nap after lunch. CM: Ok, your room will be ready in half an hour.
2. some fresh fruit. bring Please me two clean teacups. get a bottle of boiled water.
3. a pair of pants I have an evening dress to be a shirt
中英文酒店服务实训教程第二章 客房服务
B: Sure. Thank you.
A: Here is your room key. Is this the correct number of the bags?
B: Let me see. Yes, that’s all.
A:
2 ? (先生让我为您打开窗帘吧。)
B:
Yes, please. Oh! It’s a nice room.
Practical training 2: Room Cleaning
Practical training 4: Room service
Practical training 6: Emergency
Practical training 1: Showing the room for the guest
Knowledge link The structure of housekeeping
Housekeeping MGR
Room center
Floor housekeepers
Public area
Linen keeper
Laundry service To Recognize the Guest
Show the way to the guest’s room: Would you care to step this way, please. / Follow me, please.
Open the door for the guest: Here we are. May I have your key and open the door for you?
Person PR—Pre-Registered Guest
HSKP—Housekeeping U&L—Uniform & Linen SO—Sleep out DND—Do Not Disturb LSG—Long Stay Guest/Long
饭店服务英语
《饭店服务英语》教学大纲（旅游英语专业三年适用）一、课程的性质和目的（一）课程性质《饭店服务英语》是高等职业教育旅游服务类涉外旅游专业酒店管理方向的必修课程。
在涉外酒店管理专业中，本课是实用性较强的课程。
本课程介绍了在酒店业和餐饮业各种场景中的英语知识，并提供练习，帮助学生训练在涉外酒店工作中运用英语的各种技能。
（二）课程的总体教学目的和要求通过本课程的学习，使学生不仅能进一步提高英语基本能力，而且能系统地掌握有关酒店专业的基本知识和服务技能，体现较强的专业实用价值。
在学生已有的英语基础上，继续培养较强的旅游接待服务的听说和自我表达能力。
同时涵盖了英语运用于服务业的各项主要功能，如核实资料、给客人指路、介绍餐饮、提供建议、向客人致歉、了解两种语言文化差异，等等。
同时，在教学中注意加强实践环节，核对学生基本技能的训练和培养，学以致用，以符合高等职业教育应用型人才的培养目标。
二、课程内容本课程根据行业企业发展需要和完成职业岗位实际工作任务所需要的知识、能力和素质要求，以及学生可持续发展的需要选取教学内容。
本课程选用由肖璇主编，世界图书出版社出版的《现代酒店英语实务教程》以及由李秀斌主编，世界图书出版社出版的《现代餐饮英语实务教程》为基本教材。
参考教材为：《朗文现代酒店业英语》，外语教学与研究出版社出版。
课程以饭店的各个主要部分来划分，分为四大讲，它们分别是：饭店前厅部、饭店客房部、饭店餐饮部、饭店康乐健身部、以及饭店其它部门的服务，其中每大讲下面又包含了几个章节，如饭店的前厅部就包括了前厅预定服务、前台接待服务、前台问讯服务、大堂副理服务、前台结账服务以及前厅礼宾服务等几个章节。
三、理论教学内容总学时：64学时（一）CONCLUSIONPart I: A Brief introduction to HotelsPart II: Hotel ServicesChapter 1 Front DeskUnit 1 About Front DeskUnit 2 Room ReservationUnit 3 ReceptionUnit 4 ComplaintUnit 5 Check-OutChapter 2 HousekeepingUnit 1 About HousekeepingUnit 2 Showing the RoomUnit 3 Cleaning the RoomUnit 4 Laundry ServiceUnit 5 Room ServiceUnit 6 Other Housekeeping ServicesUnit 7 EmergencyChapter 3 Other ServiceUnit 1 TelephoneUnit 2 At the Recreation Center（二）Business CenterUnit 1 Secretarial ServicesUnit 2 Taking OrdersUnit 3 Convention ServiceUnit 4 Ticket Service（三）Restaurant ServicePart I Basic Knowledge of Food & Beverage IndustryChapter 1 Brief Introduction of Food & Beverage IndustryChapter 2 Basic Knowledge of Food & Beverage IndustryPart II KitchenPart III Food & Beverage ServiceChapter 1 ReservationChapter 2 Greeting & FarewellChapter 3 Taking OrdersChapter 4 Beverage ServiceChapter 5 Serving at the DinnerChapter 6 Banquet ServiceChapter 7 Bar ServiceChapter 8 Setting the BillChapter 9 Handling ComplaintsPart IV Special Restaurants三、实践教学内容课内实践教学设计课内实践活动主要由课内模拟情景对话组成，实践教学时数为24学时。
第六章结账离开chapter 6Check-out
ห้องสมุดไป่ตู้
Tape Script: Cashier: Good morning, sir. May I help you? Guest: Yes, I’d like to change some US dollars into RMB. C: Are you a guest of the hotel, Sir? G: Yes. Here is my key card. C: How much would you like to change, sir? G: 500 dollars. What’s the rate today? C: 6 yuan 20 to one dollar… So that’s a total of 3,100 yuan, sir. Would you like it in small or large bills? G: Large bills, please. C: OK, here you are. And would you sign your name here on the exchange memo? G: All right. C: Please keep the memo. You will have to produce it when you want to change your money back. G: I see. Thank you very much. C: My pleasure.
Challenges and Solutions
How would you handle it when a guest pays the bill by credit card? Solutions: a)Ask the guest which card he would like to use to make sure it is one of the cards the hotel accepts. b)Take an imprint of the card. c)Ask the guest to sign his name on the imprint. d)The remaining steps follow the working procedures of check-out service.
生化中英对照单词
Chapter 14 Protein Biosynthesis
第十四章 蛋白质的生物合成
Antibiotics 抗生素 Cap-site binding protein 帽子结合蛋白 Chloromycetin 氯霉素 Diphtheria toxin 白喉毒素 Eukaryote 真核生物 Genetic code 遗传密码 Insulin 胰岛素 Interferon 干扰素 Molecular chaperone 分子伴侣 Parathyroid hormone 甲状旁腺激素 Streptomycin 链霉素 Translational initiation complex 翻译起始复合物 Transpeptidase 转肽酶
丝氨酸／苏氨酸蛋白磷酸酶
Chapter 12 DNA Biosynthesis 第十二章 DNA生物合成
Bidirectional replication 双向复制 Endonuclease 内切核酸酶 Exonuclease 外切核酸酶 Gene expression 基因表达 Polymerases 聚合酶类 Primase 引发酶 Primosome 引发体 Proliferating cell nuclear antigen 增殖细胞核抗原 Recombination repairing 重组修复 Replicon 复制子 Reverse transcriptase 逆转录酶 Semiconservative replication 半保留复制 Single stranded DNA binding protein 单链DNA结合蛋白 Telomerase 端粒酶 Telomere 端粒 DNA topoisomerase DNA拓扑异构酶
Chapter 1 Nucleic Acid 第一章 核酸
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Chapter 6 Housekeeping
客房管理
Learning Objectives
Outline the duties and responsibilities of the department head. Draw an organizational chart of the housekeeping department of a hotel and identify the roles of it. Describe the main functions and operation procedures of different part in the housekeeping department.
1.3 Laundry洗衣
Laundry Areas Laundry preparation areas / laundry supply closets / guest linen, terry, and supplies storage areas
Laundry often represents one of the hotel’s largest expenses.
Warm up
1 The primary function of a hotel is to provide lodging accommodation. A. True B. False
Warm up
1 Which of the following is NOT usually considered a member of the executive committee of a hotel? a Director of Food and Beverage b Director of Engineering c Director of Catering d Rooms Division Manager
1.2 Guest Rooms
Due Out即 将离店房 SC-Check Out
Room Status Terminology (cont.)
Guest has indicated this is last day he or she will use the room
Guest has departed
Room inspector’s major responsibilities:
Assess quality of room cleanliness Point out deficiencies to room attendants, get those deficiencies corrected, and report revision of room status to executive housekeeper or front desk 督导
Case study: a frustrated executive housekeeper
Fiona在欧洲学习饭店业务的, 她在每个部门花6个月时间学习, 其中每周回校一次, 3年后, 她通过了考试, 成了饭店行业的一名 熟手. 之后Fiona又继续在饭店管理方面进行深造. 在求学过程 中, Fiona渐渐希望自己能成为一名行政总监, 在欧洲, 这是一个 在行业中有着崇高地位的职位.
Housekeeping管家部
Housekeeping…
Largest department in terms of people人数 最多的部门 Executive Housekeeper行政管家 Cleanliness is the key to success清洁是关 键要素
Other Duties of Housekeeping其他职责
Public Spaces
Major executive housekeeper responsibilities行政管家职责: Decisions about required number of cleaning employees所 需员工数量 Frequency of cleaning清洁频率
Executive housekeeper 客房部经理
Guest Room Service 客房服务中心
Laundry 洗衣房
Linen Room 布草房
Public Area Cleaning 公共 区域卫生
Housekeepers客房清 洁组
Housemen客 房服务组
客房部组织结构图（设立客房服务中心）
XX-Out of Room is unrentable and thus unassignable at Order 待修 this time 房 Guest left personal items in the room but will be Lock Out双 denied access until approved to reenter by 锁房 management Late Guest has requested and been given an Check Out延 extension of regular check-out time 时离店房
1.2 Guest Rooms客房
Guest Room Areas
Elevators电梯 / corridors 走廊/ stairwells 楼梯/ guest rooms客房
Communication role in relaying room status information to front-desk staff and room-maintenance issues to engineering and maintenance department Room will be assigned when可出租客房要求:
Housekeeping department and executive housekeeper’s role: Managing on-premise laundry (OPL) and its effective operation酒店洗衣房有效运作
2 the duties of department head行政管 家职责
1.2 Guest Rooms客房
Room Status Terminology Clean and Room is vacant, has been cleaned, and can be assigned to a guest Vacant空房 Occupied住客 Room is registered to a current guest On-Change未 Room is vacant but not yet cleaned 做住客 Do Not Disturb Room is occupied but not yet cleaned due to guest’s request not to be disturbed 请勿打扰 Sleep-out外睡 Room is reported as occupied, but room was not used and guest may have left 房 SS-Stay-over过 Guest will stay in room at least one more night 夜房
Duties…来自 Turndown service开夜床 Hotel laundry 酒店洗衣 Laundry and dry cleaning for guests对客洗 衣 General hotel cleaning酒店清洁 Linen room布草
Room Division Organizational Chart
2 the duties of department head
Ways to build highly motivated, dedicated room attendants:
Treat them with respect at all times尊重 Ensure they are supervised only by excellent supervisors督导 Have room cleaning assignment policies that are perceived as fair 分工 Provide excellent, ongoing training培训 Provide a realistic career ladder for room attendants职业发展生涯 Enforce housekeeping department policies consistently and without favoritism公平公正 Ensure room attendant safety through training and appropriate hotel policies安全 Provide benefit packages that are competitive for the area福利 Pay fair wages工资
1 The roles of different part in Housekeeping Department 管家部不同职能部门的任务
Public spaces 公共区域 Guest rooms 客房 Laundry 洗衣房
1.1Public Spaces 公共区域
Lobby areas / public restrooms / front desk areas / management offices / game rooms / exercise areas / pool and spa areas / employee break rooms and locker rooms / selected meeting and food service areas
客房管理
Learning Objectives
Outline the duties and responsibilities of the department head. Draw an organizational chart of the housekeeping department of a hotel and identify the roles of it. Describe the main functions and operation procedures of different part in the housekeeping department.
1.3 Laundry洗衣
Laundry Areas Laundry preparation areas / laundry supply closets / guest linen, terry, and supplies storage areas
Laundry often represents one of the hotel’s largest expenses.
Warm up
1 The primary function of a hotel is to provide lodging accommodation. A. True B. False
Warm up
1 Which of the following is NOT usually considered a member of the executive committee of a hotel? a Director of Food and Beverage b Director of Engineering c Director of Catering d Rooms Division Manager
1.2 Guest Rooms
Due Out即 将离店房 SC-Check Out
Room Status Terminology (cont.)
Guest has indicated this is last day he or she will use the room
Guest has departed
Room inspector’s major responsibilities:
Assess quality of room cleanliness Point out deficiencies to room attendants, get those deficiencies corrected, and report revision of room status to executive housekeeper or front desk 督导
Case study: a frustrated executive housekeeper
Fiona在欧洲学习饭店业务的, 她在每个部门花6个月时间学习, 其中每周回校一次, 3年后, 她通过了考试, 成了饭店行业的一名 熟手. 之后Fiona又继续在饭店管理方面进行深造. 在求学过程 中, Fiona渐渐希望自己能成为一名行政总监, 在欧洲, 这是一个 在行业中有着崇高地位的职位.
Housekeeping管家部
Housekeeping…
Largest department in terms of people人数 最多的部门 Executive Housekeeper行政管家 Cleanliness is the key to success清洁是关 键要素
Other Duties of Housekeeping其他职责
Public Spaces
Major executive housekeeper responsibilities行政管家职责: Decisions about required number of cleaning employees所 需员工数量 Frequency of cleaning清洁频率
Executive housekeeper 客房部经理
Guest Room Service 客房服务中心
Laundry 洗衣房
Linen Room 布草房
Public Area Cleaning 公共 区域卫生
Housekeepers客房清 洁组
Housemen客 房服务组
客房部组织结构图（设立客房服务中心）
XX-Out of Room is unrentable and thus unassignable at Order 待修 this time 房 Guest left personal items in the room but will be Lock Out双 denied access until approved to reenter by 锁房 management Late Guest has requested and been given an Check Out延 extension of regular check-out time 时离店房
1.2 Guest Rooms客房
Guest Room Areas
Elevators电梯 / corridors 走廊/ stairwells 楼梯/ guest rooms客房
Communication role in relaying room status information to front-desk staff and room-maintenance issues to engineering and maintenance department Room will be assigned when可出租客房要求:
Housekeeping department and executive housekeeper’s role: Managing on-premise laundry (OPL) and its effective operation酒店洗衣房有效运作
2 the duties of department head行政管 家职责
1.2 Guest Rooms客房
Room Status Terminology Clean and Room is vacant, has been cleaned, and can be assigned to a guest Vacant空房 Occupied住客 Room is registered to a current guest On-Change未 Room is vacant but not yet cleaned 做住客 Do Not Disturb Room is occupied but not yet cleaned due to guest’s request not to be disturbed 请勿打扰 Sleep-out外睡 Room is reported as occupied, but room was not used and guest may have left 房 SS-Stay-over过 Guest will stay in room at least one more night 夜房
Duties…来自 Turndown service开夜床 Hotel laundry 酒店洗衣 Laundry and dry cleaning for guests对客洗 衣 General hotel cleaning酒店清洁 Linen room布草
Room Division Organizational Chart
2 the duties of department head
Ways to build highly motivated, dedicated room attendants:
Treat them with respect at all times尊重 Ensure they are supervised only by excellent supervisors督导 Have room cleaning assignment policies that are perceived as fair 分工 Provide excellent, ongoing training培训 Provide a realistic career ladder for room attendants职业发展生涯 Enforce housekeeping department policies consistently and without favoritism公平公正 Ensure room attendant safety through training and appropriate hotel policies安全 Provide benefit packages that are competitive for the area福利 Pay fair wages工资
1 The roles of different part in Housekeeping Department 管家部不同职能部门的任务
Public spaces 公共区域 Guest rooms 客房 Laundry 洗衣房
1.1Public Spaces 公共区域
Lobby areas / public restrooms / front desk areas / management offices / game rooms / exercise areas / pool and spa areas / employee break rooms and locker rooms / selected meeting and food service areas