《酒店岗位英语实训》课件Unit 18 Turning-down Service and Extending a Bed Service.ppt

1、Turning-downTurning-down Service and Service and Extending Extending a Beda Bed Service ServiceHotel EnglishHotel EnglishWarming upWho:Housekeeper,HousemaidWorking place:Housekeeping department Service progress and practical expression:Turn-down servie1.Knock at the door gently three times.2.Announc

2、e”Housekeeping”3.Greet the guest4.Ask the guest if the wants turn-down service now5.Turn down the bed6.Drop the curtain together7.Clean the bathroom and bring in the fresh towels8.Have a look around to be sure everything is done9.Express the wishes to the guestsExtending Bed Service1.Ask the guest t

3、o go to handle the formality of extending a bed ate the Front Office.2.With the permission of the Front Office,put an extra bed for the guest.Key pointsTurn-down servieNo matter the guests are in the room or not,please knock at the door three times slightly,and then announce:”Housekeeping,may I come

4、 in?”before entering a guest room,不论客人是否在房间内，在进客人房间前，请轻敲门三下，然后通报客房服务员，我能进来吗？Entering the room,greet the guest in a warm voice,”Good evening,sir/madam,may I turn down your bed?”进入房间后，热情地问候客人：晚上好，我现在可以为您做晚床吗？If the guest doesnt want the room to be turned down now,ask what time is convenient and come b

5、ack to the room to do it at the convenient time.如果客人不想马上做晚床，要询问何时方便，然后在客人认为房间的时间再回到房间做晚床。Extending Bed ServiceThe house attendants have no right to put extra beds for the guests directly.At that time,you should ask the guest to call the Front Desk for permission.Only with the permission,can you put

6、an extra bed for the guest.Certainly you can introduce the rate of an extending bed to the guest.客房服务员没有权利直接帮客人加床。在这种情况下，你应该让客人与前台联系。得到前台同意之后，客房服务员才可以为客人加床。同时，你需要向客人说明加床的费用。Turn-down service is regarded as a rule of Star Hotel Ranking Standard.It is usually offered between 5:00 pm and 8:00 pm.The ro

7、om attendant will take away the bedcover,take a quilt corner by the telephone side,fold it into triangle（60 cm,into 45 degree）and place the pillow properly.Also,the curtain would be drawn close,the bedside lamp turned on.In one word,turn-down service aims to make the guest feel like at home.(transla

8、tion)Service procedure：I.Room Attendant plan to do the turn-down service:(Knocking at the door three times)Housekeeping.May I come in?Greet the guest.2.Ask whether the guest would like to do turn-down service:Sorry to disturb/bother you.May I do/provide the turn-down service for you now?Can I make t

9、he beds for you now or do you wish it to be done later?3.Do the turn-down service:Taking away the bed cover,take a quilt corner by the telephone side and fold it into triangle.Placing the pillow properly.Then draw the curtains and turn on some lights.Finally,tidy up the bathroom,bring in fresh towel

10、s and just-boiled water as well.If the guest say“NO”:What time/When would you like me to do the turn-down service?What time would be convenient?Could I have an extra bed?“Please call the Reception Desk first,Ill get you one with their permission.”assignment Translate the following sentences into Eng

11、lish.1)Im a bit tied up at the moment.我现在有点忙。我现在有点忙。几点钟合适，先生？几点钟合适，先生？2)What time will be better for you,sir?3)Im always at your service.我随时为您服务。我随时为您服务。4)Is there anything else I can do for you?还有什么需要我做的吗？还有什么需要我做的吗？Service procedure of extra bed service Ask the guest to go to handle the formality

12、of extending a bed at the Front Office.With the permission of the Front Office,put an extra bed for the guest.Service procedure of changing the room Greet the guest.Ask the guest for his room number.Search for the room available needed in the computer.Form the record of changing the room.Ask the gue

13、st to fill in the room changing form.Tell the guest the time of changing room.Extend best wishes.Service procedure of extending the stay Greet the guest.Get the information from the guest:The room number.The type and number of rooms.The time of extending stay.Search for the room available needed in

14、the computer.Confirm the extending stay.Ask the guest how to make the payment.Form the record of extending the stay.Extend your best wishes.5)如果你方便你可以现在就打扫。但是在你开始之如果你方便你可以现在就打扫。但是在你开始之前能否帮我做点事情呢？前能否帮我做点事情呢？You can do it now if you like.But before you start,would you like to do something for me?6)Would you tidy up a bit in the bathroom？请整理一下浴室好吗？请整理一下浴室好吗？ThanksThanks