酒店英语PPT Unit 7

Unit 7 Housekeeping ManagementThe housekeeping department is one of the busiest departments in a hotel. It plays a very important role in keeping guest rooms looking clean and attractive. It is clear that without clean rooms for its guests, a hotel would have to close.Part OneReadingRead the passage and answer the following questions.1. Is housekeeping department an important unit in a hotel? State your reasons.2. What are the main functions of the housekeeping department as for as you know?3. What unit does the housekeeping department consist of?4. What must be done to guarantee the hygiene standard in a hotel?5. How many modes are there in the organization of staff in housekeeping department? What are they?Housekeeping Management1. The housekeeping department is the backbone of a hotel. In a sense, a clean and attractive guest room is one of the products that the hotel sells.2. The housekeeping department consists of the following units:1. guestroom center, which is responsible for providing articles used in guestrooms ,keeping keys for individual floor and contacting with other department;2. room unit, which provides indoor service, including cleaning all the guestroom and changing articles for guestrooms, and ensuring the safety of all guestrooms on individual duties;3. housekeeping unit, which is mainly charged with the public areas, such as front office, toilet, public area on each floor; cleaning and maintenance of facilities are also their duties;4. laundry unit, which takes care of the laundry of all the sheets and guest’s clothes;3. A basic housekeeping employee should be trained of the following skills: bed making, vacuuming dusting, window and mirror cleaning, setup awareness, bathroom cleaning, daily routine caring for and using equipment and industrial safety.4. Hygiene is the first important job in housekeeping department. All the cleaning should be carried out strictly in line with cleaning procedures and requirements taught during training. Examination is a must to guarantee hygiene standard. Examination is conducted on several levels, the self-examination by room attendants themselves, overall examination by foreman and selective examination by managerial personnel. Besides, guests’views and feedbacks should be valued. A feedback from or book should be placed in the guestrooms with guests’easy reach to collect comments and views from guests concerning hygiene and service quality.5. Another important job in housekeeping department is daily reception. It centers on guest’s checking-in, staying and checking-out. To provide satisfactory service, management in housekeeping department shall design the rules and procedures in receiving guests, including the design of facilities in guestrooms and of service. A close and detailed study and appraisal is always required to understand guests’ requirement for room facilities and service.6. There are two modes in the organization of staff in housekeeping department. One is guestroom center; the other is floor service. The former is marked by high efficiency and unified controlling which could contribute to lower cost while the latter can ensure safety better but demands more clerks. Hotels have to decide on their own mode before they calculate workload, including fixed and flexible load. Fixed workload refers to daily routine performance necessary to guarantee the service standards. The flexible workload differs with the variation of other factors, mainly occupancy rate, different resource of guests and seasons. It is a normal practice that flexible workload is estimated on the basis of yearly average occupancy rate. In deciding individual clerk’s workload, quality of individuals, working environment, specifications and labor tools should be taken into consideration. Words and expressionsBackbone n. 中枢，骨干individual adj.单独的，个人的contact v.联系vacuum v.用吸尘器打扫房间must n.必须做的事，必需的东西guarantee v.保证hygiene n.卫生foreman n.领班，工头selective adj.选择的，选择性的comment n.评论，评价mode n.模式unified adj.统一的Contribute v. 贡献，有利于workload n.工作量Flexible adj. 灵活性，可变性in a sense 在某种意义上be charged with 承担；被控告care for 照顾，关怀in line with 符合，根据with sb’s easy reach 容易被人看到/拿到center on 集中于，以为中心Notes1. All the cleaning should be carried out strictly in line with cleaning procedures and requirements taught during training. 所有的卫生都应严格按照培训期间所教的清洁程序和要求来进行。