第二章 客房篇 Housekeeping Department:本章的主要学习内容是酒店客房服务沟通用语的学习。通过本章的学习,学习者能够掌握客房清扫、洗衣服务、满足客人的需求以及客房维修服务的服务流程及沟通服务用语。能够了解中西方跨文化交流的文化小贴士2.1客房清扫Room Cleaning:本单元的学习内容是客房清扫服务,通过本单元的学习,学习者能够掌握酒店常用客房设施设备的名称,客房清扫服务、开夜床服务以及帮助有特殊需求的客人等情况的服务沟通用语。能够了解中西方跨文化交流的文化小贴士。[多选题]What are the facilities in the hotel room?( )
2.2洗衣服务Laundry Service:本单元的学习内容是洗衣服务用语,通过本单元的学习,学习者能够将酒店客房的洗衣单讲解清晰,并且能够将酒店提供的常规洗衣服与快洗服务向客人进行介绍,因为洗衣服务造成的工作失误等情况也可以进行有效沟通解决。能够了解中西方跨文化交流的文化小贴士。
2.3客人的需求Guests Requests:本单元的学习内容是客人的需求沟通。通过本单元的学习,学习者能够根据客人的相关需求进行沟通服务,为客人提供较好的客房服务。能够了解中西方跨文化交流的文化小贴士。
mini-bar
wardrobe
Air-conditioner
lamp
答案:mini-barwardrobeAir-conditionerlamp
[多选题]What are the service procedures fro a room attendant about room cleaning?( )
Express your wishes to guests
Greet the guests and ask whether to clean their rooms now.
Clean the room.
答案:Greet the guests and ask whether to clean their rooms now.Clean the room.Express your wishes to guests
I’ll make your room while you are out.
What time would you like me to straighten up your room?
Would you like me to clean your room now?
May I clean the room now ?
答案:May I clean the room now ?Would you like me to clean your room now?What time would you like me to straighten up your room?I’ll make your room while you are out.
suits
sheets
pillows
blouse
答案:blousesuits
room attendant
Concierge
Laundry attendant
Front desk receptionist
答案:room attendantLaundry attendant