Chapter 2 Housekeeping Department客房部
客房部概述
第一章客房部概述
学习目标
1、理解和掌握客房部在酒店经营管理中的地位、特性及主要任务；
2、掌握客房部的组织机构模式与岗位职责；
3、了解客房类型与客房功能布局；
4、理解和掌握客房设计与装修的一般原则；
5、理解客房部与其它部门的业务关系。
学习内容
1、客房部的地位及主要任务；
2、客房部的组织机构模式与岗位职责；
3、客房的设计；
4、客房部与其他部门的关系。
一、客房部的概念
客房部（Housekeeping Department）又称“房务部”，是饭店管理有关客房事务、向客人提供住宿服务的部门。
客房是饭店的基本设施和主体部分，客房部是饭店的主要创收和创利部门。
客房部是饭店的主要生产部门吗？
二、客房部的地位和作用
客房是饭店的基本设施，是饭店的核心产品。
客房部肩负着为客人提供清洁、美观、舒适、安全的住宿环境，为其他部门提供一系列服务的重任。
客房部因其所承担的工作而成为饭店的最基本职能部门。
（一）、客房是饭店收入的主要依靠，而客房工作是实现饭店收入的基础。
1、收入：在我国饭店客房收入往往占到饭店总收入的40%到60%，在欧美比例更高。
在饭店经营部门中，客房部的创利率比较高。
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
酒店客房服务与管理2
客房服务与管理
第一节 客房部概述
六、客房部与其他部门的业务关系
（一）客房部与前厅部的业务关系 （二）客房部与工程部的业务关系 （三）客房部与餐饮部的业务关系 （四）客房部与保安部的业务关系 （五）客房部与采购部的业务关系 （六）客房部与财务部的业务关系 （七）客房部与公关销售部的业务关系 （八）客房部与人力资源部的业务关系
行李柜
客房服务与管理
第二节 客房产品概述
电视机 冰箱 电话
(二)电器 “请勿打扰”(DND)指示灯 取电器 空调 换气扇 吹风机 饮水机
门铃 灯具
电热开水器
客房服务与管理
第二节 客房产品概述
恭桶 云石台 浴缸扶手 浴帘 浴巾架 面巾架（环） 体重秤 厕纸架
(三)卫生设备 浴缸 皂缸 面盆 面巾纸盒 晾衣绳 洗手液盒 挂衣钩
客房服务与管理
第二节 客房产品概述
一、客房分类的标准
（一）按客房本身的硬件条件划分 （二）按客房在楼层中的位置划分 1.内景房（Inside-view Room） 2.外景房（Outside-view Room） 3.角落房（Corner Room） 4.毗邻房（Adjoining Room）
第一节 客房日常清洁
三、夜床服务与小整理服务
（一）夜床服务 在星级评定标准中，要求三星级以上（含三星级）酒店提供夜床服务。 （二）客房的小整理 本项服务一般是对VIP住客房提供的。 客房的小整理主要包括：整理床铺、除尘除迹、清除垃圾、更换茶杯 和烟灰缸、换水、整理卫生问、添补消耗品、调节空调。
客房服务与管理
第一节 客房日常清洁
(二)客房清洁保养的准备 1.签领客房钥匙 2.了解分析房态
酒店客房部常用英语30句
PART THREE第三部分FOR HOUSEKEEPING DEPARTMENT客房部用语Housekeeping （客房服务1）1.Housekeeping .May I come in客房服务员。
我能进来吗2.Here are the light switch，the temperature adjuster, the closet and theminibar.这是电灯开关、温度调节器、衣柜和小冰箱。
3.There are 2 scokets in the bathroom, one is for 110V and the other is for220V.浴室内有两个插座，分别是用于110伏和220伏电压。
4.The hot water supply is round the clock in our hotel.我们宾馆有24小时的热水供应。
5.The menu is on the door knob. Mark down the items and time for your breakfastand hang it outside the door.这是挂门餐牌。
请标明用早餐的品名和时间，并把它挂在门外。
6.Here’s the hotel’s service booklet and the telephone directory. You canmake DDD calls and IDD calls from your room.这是我们宾馆的服务指南和电话号码本。
您可以从房间内打国内直拨电话和国际直拨电话。
7.Excuse me .May I clean your room now对不起，打扰了。
我现在能不能为您打扫房间8.We usually make up the check-out rooms first, but we can do your room earlieron your request.我们通常先做走房，但我们也可以按您的要求先做您的房间。
酒店情景英语-2
Chapter 2 Housekeeping Unit 3 Laundry
Listening Practice 1.Listening and fill in the blanks.
2.Listening and fill in the missing information.
the room
2. Repairing the room
Scene: A guest is calling the housekeeping center to complain the bad facilities in the bathroom．
3、Asking for medicine
Scene: A guest is not comfortable and he is asking for some medicine
Situational Dialogues
1. Introducing the laundry service to the guest
Scene: One guest is asking some questions about laundry service in
the room.
2. Laundry service.
many luggage.
4. Introducing the room and the service in the hotel
Scene : Ellen has taken the guest into the room and the guest want to know
the services and the facilities in the room.
Chapter 2 Housekeeping 客房服务
Chapter 2 Housekeeping 客房服务Unit 2 Showing the Room 客房迎宾服务经典对话B=Bellman 开房员G=Guest 顾客B：Here is your room, Mr. Johnson. After you.这是您得房间，约翰逊先生。
您先请。
G：Thank you.谢谢。
B：Shall I draw the curtain for you?我为您拉开窗帘好吗？G：OK, thank you. By the way, do you know when room service is available?好，谢谢。
顺便问一下，你知道客房送餐服务得时间吗？B：It’s available twenty-four hours a day. And in the first draws of the dresser, you’ll find a brochure with full information about the facilities and services of our hotel.客房送餐服务是24 小时都提供的。
在梳妆台的第一个抽屉里有一本小册子，上面有关于我们酒店所有设施和服务的信息。
G：Oh,I see. Um…… Here’s something for you.（Giving tips）谢谢，这点东西给你(递小费)。
B：That’s very nice of you, thank you . Is there anything else I can do for you?非常感谢，您真是太好了。
还需要我为您做什么吗？G：No, thanks.不用了，谢谢。
B：I’m always at your service, Mr. Johnson. Have a nice day. Good-bye!我随时乐意为您服务，约翰逊先生。
祝您愉快，再见！常用句型百宝箱1. 介绍酒店的设施服务1) There is a French caféand a Korean barbeque restaurant on the 3rd Floor.三楼有一家法式咖啡厅和一家韩国烧烤餐厅。
客房部概述
• （四）客房部是饭店降低物质消耗、节约成本的
•
重要部门
• （五）客房部担负着管理饭店固定资产的重任
客房部的工作任务：
• （一）保障客房的产品质量
•
1、清洁
•
2、舒适
•
3、吸引力
•
4、安全
•
5、友善
•
6、优良的服务
• （二）保证饭店的清洁保养水平
• （三）增加节支，获得良好的经济效益
•
1、加强费用开支预算
客房的基本条件
• 客房，至少具备以下五个基本条件： • （一）空间充足，布局合理 • （二）设施完整，装饰精致 • （三）保养完好，运转正常 • （四）用品齐全，项目配套 • （五）清洁卫生，安全可靠
*客房的基本类型：
• （一）单人间
• （二）双人间
•
1、大床房
•
2、标准间
•
3、家庭间
• （三）三人间
你们来干干看！ • 接待员：有什么了不起的，一间房10分钟不就搞定了。 • 客房服务员：你在讲笑话！····
案例分析
• “服务员！服务员！”香港客人刘先生的呼叫打 破了清晨的宁静。客房服务员小韦快步走了过去， 即听到刘先生连珠炮似地责骂：“昨天答应得好 好地，说早上8：00送两瓶开水来，到现在都没有 送来，这是什么服务态度？”小韦一下懵了，她 不清楚到底是怎么回事。她又一想，问题可能出 在昨天小蔡交班时没有交接清楚。小韦心想： “是小蔡的错，干吗要我替她受这个气。”但她 还是很快拿着两瓶开水给刘先生送去，并再三向 刘先生道歉：“先生，给您带来不便，真对不 起。”可刘先生怒气未消，仍一个劲儿嘀咕着。
• 在德国首都柏林，有一家名为“动力岛城市旅馆” 的酒店，这家柏林最古怪的酒店是由40多岁的作 曲家拉尔斯·斯特劳根亲自设计、筹备、开办的。 整栋酒店虽然只有3层，但酒店的门都经过了恶精 心修饰，客房内的装饰布置也是独具匠心，各具 风格。每间客房都是拉尔斯亲自设计的，都可以 说是世界上独一无二的。在一个名为“自我陶醉
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A guest from Room 1204 calls the Housekeeping Department. He is very angry. He complains about the facilities in the bathroom. The shower head is clogged. The toilet can’t flush and the light bulb is burnt out, too. If you receive the guest’s complaints, what steps do you take?
New Words and Expressions 1. light bulb 灯泡 2. electrician n.电工 3. Maintenance Department 维修部 4. burn out 烧坏 5. technician n.技工，维修工
Useful Words and Expressions
水龙头
盥洗池 热水器 开关 台灯
4. broken
5. flush 6. burn out 7. something wrong 8. doesn’t work
坏了
冲水 烧坏 出问题 坏了
Section B
Handling Complaints/ Case Discussion 投诉处理/案例讨论
Unit 3 Laundry Service 洗衣服务
Training Objectives实训目标 After learning this unit, students will be able to: 1. Master the useful expressions and the procedure of laundry service. 2. Know how to offer the laundry service. 3. Deal with the guest’s complaints.
Working Procedures工作程序 Giving Information about Laundry Service→Collecting Laundry→Checking Clothes Before Laundry→Making Special Statements about Laundry→ Asking for Special Requirements→Dealing with Complaints
Unit 2 Maintenance Service 维修服务
Training Objectives实训目标 After learning this unit, students will be able to: 1. Master the words and useful expressions about maintenance service. 2. Understand the procedure of maintenance service. 3. Offer maintenance services. 4. Deal with the guest’s complaints.
Chapter 2 Housekeeping Department客房部
Unit 1 Cleaning the Room 打扫房间
Training Objectives实训目标 After learning this unit, students will be able to: 1. Understand the hotel housekeeping procedures. 2. Understand basic housekeeping service. 3. Offer basic housekeeping services. 4. Deal with the guest complaints.
续表
Housekeeper Guest Asking Whether to Clean the Room or Not 1. Good morning, sir. May/Shall I clean 1. Sure. your room now? 2. I’m sorry, but could you come back 2. Excuse me. Would you like me to later? clean your room now or later? 3. At 10 a.m. 3. What time would it be convenient, sir? 4. In 20 minutes. 4. What time would you like me to come back? Cleaning the Room 1. Sure, go ahead. 1. I need to vacuum now, Ok? 2. Certainly, sir. 2. It’s getting dark. Shall I draw the 3. OK, please. curtains for you, sir? 4. I’d prefer you don’t move my 3. May I move your clothes off the bed things. so I can make the bed up? 5. No, please leave the things as they 4. May I move your things in the are. bathroom so I can clean it? Asking the Guest Whether to Need any Help 1. No, thank you. 1. Is there anything else I can do for you? 2. No, that’s all. Thank you very much. 2. My job is done, sir. Anything else I can do for you? 3. Could I have one more bath towel? 4. May I have an extra pillow? Expressing Good Wishes Enjoy your stay, sir. Thank you.
New Words and Expressions 1. mess n. 肮脏；杂乱 2. pillow n. 枕头 3. hanger n. 衣架
Usens
1. bed sheet床单 2. bed throw 床旗 3. pillow case 枕头套 4. mattress 床垫
Working Procedures工作程序 Asking for Permission to Enter a Room→ Greeting→Asking Whether to Clean the Room or Not→Cleaning the Room→Asking the Guest Whether they Need Any Help→Expressing Best
Section E Summary小结
In this unit, we have learned about the procedures of hotel maintenance service and useful words or expressions for offering service. To ensure hotel maintenance standards are achieved, the hotel maintenance worker must perform a variety of tasks. From preventative maintenance to repair work, hotel maintenance workers must strive to keep the hotel at a high quality level.
5. standing lamp 落地灯 6. carpet 地毯 7. duvet/duvet cover 被子/ 被套 8. mattress pad 床褥
Useful Sentences
Housekeeper Asking for Permission to Come in 1．Housekeeping. May I come in? 2．Excuse me, sir. May I come in? 3．Sorry to disturb you. May I come in to clean the room? 1．Yes, please. 2．Come in, please. 3．No problem. Please go ahead. Guest
Section E Summary小结
In this unit, we have learned about the procedures and main tasks of cleaning a room. As a housekeeper, he or she should offer the guest the best service, cleaning the rooms and make them look clean, tidy and comfortable.
Section B Handling Complaints/ Case Discussion 投诉处理/案例讨论
One day at 5 o’clock p.m., a guest from Room 1809 complained to the manager on duty that housekeeper had ignored the “DND” sign hung on his room’s door knob and knocked at his door. He said he had been working very late at night. He felt very tired and wanted to sleep during the day, so he hung the “DND” sign on the door knob all day, but he was still disturbed. 1. What does the “DND” sign mean? 2. In this case, how would you deal with the guest’s complaint?