1、UNIT 21 Maintenance Service Service Procedure Greet the guest.Patiently and carefully listen to what the guest says.Say“Sorry”or“APOLOGIZE”to the guest.Get the room number from the guest.Warming upWho:maintenance，technician，attendantWorking place:maintenance departmentService progress and practical
2、expression:For the housekeeper1.Greet the guest2.Patiently and carefully listen to what the guest says3.Say“sorry”or“apologize”to the guest4.Get the room number from the guest5.Tell the guest what will be done at once6.Inform the repairman to repair at once7.Check what has been made by the repairman
3、For the repairman1.Knock at the door,saying:“Maintenance.May I come in?”2.Say“sorry”to the guest and ask the guest about the problem in details3.Check and repair4.Tell the guest that everything is all right5.Extend the wishes to the guestKey pointsFor the housekeeperWhen the guest finishes the compl
4、aint,say sorry to him and tell him that the repairman will come to the room to fix/repair at once/as soon as possible/in five minutes.当客人投诉完毕，道歉并告诉客人检修人员会尽快（5分钟）到房间内检修。For the repairmanAfter checking,if you think the problem cant be solved in a short period of time,you have to inform the Housekeepin
5、g Department to take other measures.检查完毕，如果你认为问题不能再短时间内解决，要通知客房部采取其他措施。Tell the guest what will be done at once.Inform the repairman to repair at once.Check what has been done by the repairman.For the repairman Knock at the door,saying:“Maintenance.May I come in?Say sorry to the guest and ask the guest about the problem in details.Check and repair.Tell the guest that everything is all right.Extend the wishes to the guest.
