晋二 room service

Unit Two Housekeeping 客房部---- the Backbone of a Hotel第一节Chamber Service 客房服务Ⅱ. Guest Room FacilitesⅢ.Procedures of Room Cleaning (main 8 steps)Entering the guestroom collecting the soiled linens (脏了的床上用品) Making the bed Cleaning the bedroom Cleaning the bathroom Replacing the room supplies Vacuuming the carpet Leaving the roomⅣ. Dialogs Role play1.Turn-down service: is that replacing the bedcover(将床套拿走)then folding the four corners of the blanket(折好毛毯四角：毛毯和第二张床单的一角折向床中央成45度或斜拉成30度角) Besides drawing the curtainSwitching on lamps , Cleaning the bathroom and that reputing fresh towels, fetching boiled water in the mini-jar.Dialogs1. Cleaning the Room清扫客房(A =Room Attendant, G=Guest)A: Housekeeping, may I come in?G: Come in, please.A: I’m sorry to disturb you, sir. Can I clean your room now?G: Oh, I’m a bit tied up at the moment. Can you come back later?A:What time will be convenient for you, sir?G: In one hour.A: Okay, I’ll be back in an hour.2. Turn-Down Service 开夜床服务（The room attendant knocks at the door）A: Housekeeping, may I come in?G: Come in.A：Good evening, sir. Can I turn down your bed now?G：Go ahead.（The room attendant turns down the bed.）A：G：A：A：Here is your ice, sir.G：Thank you very much.A：You’re welcome. Have a good night.3. Do Not Disturb请勿打扰G：Are you going to clean my room in a while?A：Yes, sir, after I finish cleaning this one.G：My wife is still sleeping .Can you clean it later?A：Sure, sir. But you’d better turn on the “Do Not Disturb” sign.G：Okay, I’ll turn it on now. Thank you!A：You’re welcome. Please call me whenever you need us.4. Turn-Down Service in the Guest RoomIn the late afternoon, the room attendant knocks at the door of a guest room .She is going to offer the routine turn-down service.A: Room attendant. May I come in?G：Yes.A：Good evening, Ms. Brown .I hope I’m not disturbing you .May I do the turn-down service for you now?G：Oh, I guess you need to clean up the bathroom first .It’s mess.A：G：Yes, to read today’s evening A：All right, madam .Which bed would you prefer to use for the night?G：Well, I’d like the one by the window.A：Okay, let me make the bed right now.G：Thanks. Oh, by the way, could you bring in some drinks and crackers?A：Yes, I am about to check the mini-bar and refill it. Besides, I’ve also brought someG：That’s so kind of you. I love strawberries very much.A：I am glad you enjoy them. Anything else I can do for you?G：No more .Thank you very much.A：I’m always at your service .Goodbye, and do have a very pleasant eveningⅤ. Entering the Guestroom（UK STANDARD) Procedures（进入客房的10 steps）Step1 Check the room status. 检查房屋状态Step2 Check for a ‘Do Not Disturb’ s ign. Do not knock if a sign is on the door.检查有无‘请勿打扰’的标牌。

Unit 1Lesson 1Look and Learn1.Standard room2.Single room3.Presidential suite4.Triple room5.Rollaway bed6.Honeymoon suiteDialogueA.1.The reduction of household expenses is necessary.2.Many travelers enjoy walking on the bund at night.3.Today, my brother e-mails his pictures to me.4.Life is a single journey. We are on the road.B.1. Jason is in New York now.2. The room costs 4,250 yuan per night and Mr. Mraz will stay a week.3. There is no discount for children because it is the peak season now. ReadingA.1. reputation2. economy3. vacation4. commercial5. hubB.1. No2. Yes.3. Yes.Lesson 2Look and Learn1.Tariff2.Key card3.Travel agencyDialogueA.1. If you bear with me a little longer, I will answer your question.2. His duty is to fill out the operation records every day.3. This group consists of 10 members.4. A 10 % service charge is added.B.1. No.2. Yes.3. No.4. Yes.ReadingA.1. avoid2. destination3. accommodation4. siteB.1. 床铺外滩2. 考虑体贴3. 青年旅社饭店4. 保证确信Lesson3Look and Learn1.Payment2.V oucher3.Credit cardDialogueA．1．The jar contains 10 glasses of water.2. Would you mind switching the television to channel 8?3. Tickets are available free of charge from the school.4. I wonder if you can help me.B.1. Single rooms left on the second floor and sixth floor. Jenny preferred the room on the second floor.2. Jenny guaranteed the reservation because it is the busiest season now.3. The expiration date of Jenny’s credit card is October, 2015ReadingA.1. 保证使。

星级酒店各部门职务英文简写The document was finally revised on 2021酒店各部门英文缩写办公室:GM?人力资源部:HR?财务部:FN?:F&B?客房部:HSKP?:ENG?保安部:SEC?康乐部:ENT?部:FO?销售部:S&M市场传讯部MC?酒店各职位英文缩写GM---GENERALMANAGER总经理DGM---DUTYGENERALMANAGER副总DOR---DIRECTOROFROOMS客务部总监?AM---ASSISTANTMANAGERDOM---DIRECTOROFSALES&MARKETING销售部总监FO---FRONTOFFICE前厅部FOM---FRONTOFFICEMANAGER前厅部经理CON---CONCIERGE礼宾部BC---BUSINESSCENTER商务中心F&B---FOOD&BEVERAGE?部?ENG---ENGINEERING工程部HR---HUMANRESOURCES人力资源部FN---FINANCIALDEPARTMENT财务部FC---FINANCIALCONTROLLER财务总监行政总厨totalkitchen收益管理经理RevenueManagerRECP---RECEPTION接待处HSKP---HOUSEKEEPING?DEPARTMENT客房中心酒店职位英语董事长BoardChairman(Director)董事总经理Managing?Director经济师Economist首席师ChiefAccountant总经理General?Manager副总经理DeputyGeneralManager (Vice)驻店经理Resident?Manager总经理行政助理ExecutiveAssistantManager总经理秘书Executive?Secretary总经理室ExecutiveOfficeoffice)机要秘书Secretary接待Clerk副总经理ViceGeneralManager总经理助理AssistanttoGeneralManager总经理秘书SecretarytoGeneralManager行政秘书Executive?Secretary人力资源部HumanResourcesDivision人事部Personnel?Department培训部Training?Department质检部QualityInspectionDepartment员工关系部StaffingRelationshipDepartment人力资源开发总监DirectorofHumanResources 人事培训经理P&TManager人事部经理Personnel?Manager培训部经理Training?Manager质检部经理QualityInspectionManager人事主任Personnel?Officer福利劳资员PayrollClerk培训主任Training?Officer行政部主任ExecutiveOfficer秘书Secretary员工事务长StaffPurser车队队长DriverCaptainChiefDriver管理员DormitoryKeeper员工餐厅勤杂工StaffRestaurantCleaner司机?Driver更衣室管理员：StaffLockersRoomsKeeper翻译兼英语教师：EnglishTranslator&Teacher计划财务部FinanceandAccountingDivision财务部Accounting?Department部Cost-control?Department采购部Purchasing?Department审计部AuditorDepartment财务总监FinancialController(DirectorofFinance) 财务部经理Chief?Accountant成本部经理CostControlmanager结帐经理Cashier?Manager信用审计经理Credit?Manager采购部经理Purchasing?Manager采购部PurchasingOfficer总出纳Chief?Cashier仓储StoreRoomCaptain营业点结帐领班F&BCashierCaptain总台结帐领班F/OCashierCaptain夜审计员NightAuditor信用管理员Credit?Clerk应收款管理员A/RClerk往来款结算员Accounting?Clerk收入费用结算员AccountingClerk成本员CostClerk验货员Receiving?Clerk信息管理员InformationSystemClerk文员Secretary食品采购员PurchasingClerk-F&B物资采购员PurchasingClerk-Material食品保管员StoreroomKeep-F&B物资保管员StoreroomKeep-Material餐厅收款员F&BCashier总台收款员F/OCashier市场Sales&MarketingDivision销售部Sales?Department公关部PublicRelationDepartment市场营销总监DirectorofSalesandMarketing销售部经理DirectorofSales公关经理PublicRelationManager宴会销售经理BanquetSalesManager销售经理Sales?Manager宴会销售主任BanquetSalesOfficer销售主任Sales?Officer高级销售代表SeniorSalesExecutive销售代表SalesExecutive公关代表?.Representative公关部经理PublicRelationManager公关部主任PublicRelationSupervisor高级客户经理SeniorAccountManager资深美工Senior?Artist美工Artist销售部联络主任Sales?Coordinator房务部Room?Division前厅部FrontOfficeDepartment客房部（管家部）Housekeeping?Department预订部Reservation?Department宾客关系主任GuestRelationOfficer资深销售中心预订员SalesCenterSeniorReservationClerk 销售中心主任SalesCenterSupervisor礼宾部经理Chief?Concierge行李员Bellboy女礼宾员Door?Girl礼宾司Door?Man客房总监DirectorofHousekeeping前厅部经理FrontOfficeManager前厅部副经理Asst. FrontOfficeManagerAssistant?Manager宾客关系经理GuestRelationManager礼宾主管Chief?Concierge客务主任GuestRelationOfficer接待主管Chief?Concierge接待员Receptionist?出租车订车员TaxiServiceClerk行政管家Executive?Housekeeper行政副管家AssistantExecutiveHousekeeper 房务中心文员RoomserviceClerk楼层主管Floor?supervisor楼层领班Floor?CaptainRoom?Attendant洗衣房经理LaundryManager公卫主管：PASupervisor洗衣房主管：LaundrySupervisor布草主管：UniformsSupervisor服务中心领班：ServiceCenterCaptain公卫领班：PACaptain水洗领班：LaundryCaptain干洗领班：DryCleanCaptain布草领班：UniformsCaptain仓管员：Storeman清洁工：.Man客房服务员：RoomAttendant缝纫工：Seamstress?熨烫工：Presser?洗涤工：Washer?餐饮部Food&BeverageDivision中餐部ChineseRestaurantDepartment西餐部WesternRestaurantDepartment厨房部KitchenDepartment管事部StewardDepartment餐饮总监F&B?DirectorF&B?Manager西WesternRestaurantManager中餐厅经理ChineseRestaurantManager咖啡厅经理CoffeeShopManager餐饮部秘书F&B?Secretary领班Captain迎宾员Hostess服务员Waiter,Waitress传菜BusBoy,BusGirl行政总厨Executive?chef中SousChef(ChineseKitchen)西长SousChef(WesternKitchen)西饼主管Chief?Baker点心工：Pastry?Cook烧味厨师：Grill?Chef厨工：Cook?Assistant管事部：StewardDepartment总管事：ChefSteward主管：StewardSupervisor碗工：Dishwasher?管事清洁工：Cleaner宴会销售部经理：BanquetSalesManager宴会销售主任：BanquetSalesOfficer中餐部经理：ChineseRestaurantManager西餐部经理：WesternRestaurantManager营业部经理：Sales?Manager酒水部经理：Beverage?Manager调酒师：Bartender?服务员：Barman?咖啡厅主管：CoffeeShopSupervisor高级主管；SeniorSupervisor领班：Captain?高级服务员：SeniorWaiter&Waitress服务员：Waiter&Waitress咨?客：Hostess：Pantry?man实习生：Trainee保健部技术经理HealthTechnicalManager保健部主管Health?supervisor康乐部RecreationandEntertainmentDepartment 舞台总监：StagePerformanceDirector艺术总监：ArtsDirector消防员：Fireman拓展部经理：MarketingManager楼面经理：Service?ManagerDJ部高级工程师：DJSeniorEngineer康乐主管：RecreationCenterSupervisorDJ部主管：DJ?Supervisor舞台主任：StagePerformanceSupervisor康乐领班(楼面部长)：Captain?DJ部长：DJCaptain舞厅服务员：Waiter/Waitress健身房服务员：Gymnasium?Attendant 桌球服务员：Billiard?Attendant主持：Preside演员：Actor&Actress服务员：Waiter&WaitressDJ员：DJ咨客：Hostess工程部Engineering?Department工程总监Chief?Engineer工程部经理Engineering?Manager值班工程师Duty?Engineer工程部经理Engineering?Manager运行经理Operation?Manager维修经理Repairing?Manager安消经理FireControlSupervisor运行领班Operation?Captain强弱电领班Strong&WeakCaptain维修领班Repairing?Captain空调工Air-ConditioningAttendant 锅炉工Boiler配电工Electrician强弱电工Strong&WeakCurrentWorker 机修工Mechanician木?工Carpenter万能工Fitting-up?Worker水?工Plumber文?员Secretary仓管员Storeroom?Keeper保安部Security?Department保安部经理Security?Manager保安部副经理Asst.SecurityManager保安部主任Security?Manager保安员Security?Manager安消部经理Security?Manager警卫领班Security?Captain门卫EntranceGuard巡?逻Patrol?Guard监控员TVMonitoringClerk商场部ShoppingArcadeDepartment商场部经理Shop?Manager 商场营业员ShopAssistant。

翻译对照词汇表Restaurant 酒店里面的称为餐厅，酒店外的可以叫饭馆或者餐馆都可以B&B 家庭式酒店Boutique hotel 精品酒店Resort 度假村King-size 特大号床Queen-size 大号床Twin beds 双床房Single bed 单床房Double room 双人间Single room 单人间Suite 套房Studio suite 公寓套房Adjoining room 相邻房Connecting room 连通房Executive Floor 行政楼层Bellboy 行李员Concierge 礼宾Receptionist 前台接待Reception/Front desk 前台Coach 旅游大巴Reservation 预订（不是预定）Doorman 门房门童Housekeeping staff 客房清洁人员Room service 客房服务，有时特指客房送餐服务Ground 花园Tip 小费Service charge 服务费Turn down 开夜床服务（指的是傍晚的时候再次整理房间，使客人晚上睡的舒服）Executive room 商务房Shuttle bus 班车Do Not Disturb Sign /DND sign请勿打扰牌Please Make Up sign /PMU sign 请收拾房间牌check-out 退房check-in 登记入住lobby 大堂Owner response: 业主回复酒店岗位：Porter门房Hotel Concierge酒店礼宾部Procurement Manager; Purchasing Manager采购部经理Food & Beverage Manager; Catering Manager餐饮部经理Table Hostess餐桌女服务员Kitchen Hand; Kitchen Help;Kitchen Worker厨工Cook; Chef厨师Head Chef厨师长Cook炊事员Assistant Manager大堂副理Lobby Manager大堂经理Tourist Guide导游Sauce Cook调味汁厨师Restaurant Manager饭店经理Rooms Division Manager房务部经理Second Chef副厨师长Second Waiter副领班Trainee Manager见习经理Receptionist接待员Bar Operative酒吧服务员Hotel Accountant酒店会计Chief Accountant; Financial Controller酒店主管会计;财务总监Housekeeping Manager客房部经理Executive Housekeeper; Head Housekeeper客房部主管Chambermaid客房女服务员Head Waiter ；Captain领班Floor Attendant楼层服务员Travel Agent 旅游中介Doorman门童Pantryman配餐员Front Desk Manager前台经理Front Office Supervisor前台领班Front Office Manager前厅经理Assistant Front Office Manager前厅副理Cleaner清洁工Food Checker食品检验员V egetable Cook蔬菜厨师Materials Manager物料经理Western-Style Restaurant Manager西餐部经理Executive Assistant Manager行政副经理Assistant Banquet Manager宴会部副经理Banquet Manager宴会部经理Night Manager夜班经理Hotel Greeter迎宾员Reservation Manager预订部经理Chinese-Style Restaurant Manager中餐部经理Resident Manager驻店经理Front Clerk; Reception Clerk总台接待员room reservation客房预定fully booked客满types of rooms房间种类double room双人房standard room标准房twin room双床房superior room高级房deluxe room豪华房executive room商务房suite套房junior room普通套房senior suite高级套房Presidential suite总统套房a room facing south朝南的房间studio room公寓套房connecting room连通房adjoining room相邻房no show没有按预定抵店letter of confirmation确认信service charge服务费extra charge额外费用shuttle bus班车full price全价discounted price折扣价rack rate标准价special price优惠价complimentary rate免费king-size bed特大号床queen-size bed 大号床postpone 推迟V acancy/vacant room空房cancel/cancellation取消change更改book/reserve预定automatic door自动门check in登记入住check out结帐a piece of baggage/luggage一件行李shoulder bag背包cardboard box纸箱briefcase手提箱luggage trunk汽车行李箱send up送行李fill out填写name tag名牌turn – down service夜床服务make up打扫房间tidy up稍稍整理laundry items洗衣项目express service加快服务check核对private room包间menu菜单set menu套餐fully booked定满了rent租schedule计划表recommend推举酒店内设施adapter 连接器brief ease 公文包out of order 坏了coupon奖券Food Mall食品街Ancient Culture Street古文化街fire sprinkler 灭火喷淋coat hanger 大衣架pillow 枕头heating control 加热控制ice tongs 冰夹chair 椅子bedside table 床头桌ceiling light 顶灯luggage stand 行李架swimming bag游泳袋power socket 电源插座note pad 记事簿shoe basket鞋篮ice bucket 冰桶security latch安全门dry cleaning docket 干洗单breakfast menu 早餐菜单light switch 灯开关air conditioner vent空调排风口pillow case枕套coffee table 咖啡桌wall paper 壁纸hair dryer 吹风机standing lamp 地灯valet stand 衣物架switch 开关desk chair（与书桌配套的）椅子laundry docket 洗衣单Do Not Disturb Sign 请勿打扰牌DND sign请勿打扰牌chest of drawers 带抽屉的柜厨sheer curtains 纱窗帘desk lamp 台灯television cabinet 电视柜single bed 单人床double bed 双人床desk书桌dusting 去尘toilet brush 马桶刷子refuse bag 废物袋mopping 拖地scrub 檫洗dustpan and brush 簸箕和刷子detergent 清洁剂vacuum cleaner 吸尘器mop 拖把shampoo 洗发水soap 香皂bath foam 浴液sewing kit 针线盒moisturizer 润肤露shower cap 浴帽shoehorn鞋拔shoe shine檫皮鞋Bedside lamp 床头灯smoke detector 烟感器wardrobe 衣柜television guide电视指南Please Make Up sign 请收拾房间牌PMU sign 请收拾房间牌slippers拖鞋drapes 布帘ceiling屋顶Laundry docket 洗衣单window sill 窗台shopping bag 购物袋bookshelf 书架ground floor (英)底，层，一楼cabinet 橱柜switch 开关V enetian blind 百叶窗帘curtain 窗帘wastebasket 字纸篓tea trolley 活动茶几night table 床头柜first floor (英)二楼，(美)一楼folding screen 屏风hanger 挂钩plug 插头wall plate 壁上挂盘Chinese painting 国画elevator, lift 电梯drawer 抽屉second floor (英)三楼，(美)二楼spring 弹簧cushion 靠垫，垫子socket 插座，插口sitting room 起居室voltage 电压floor 楼层，地板carpentry (总称)木器tea table 茶几bedclothes 床上用品quilt 被子mattress 床垫thermos 热水瓶transformer 变压器酒店前台用语：market price 市价cashiers desk 兑换处coin 硬币accounting desk 帐务处check-out time 退房时间voucher 证件price list 价目表check, cheque 支票sign (动)签字interest 利息form 表格reservation 预订reception desk 接待处tip 小费reservation desk 预订处luggage office 行李房spare (形)多余的postpone (动)延期cancel (动)取消travelers cheque 旅行支票pay (动)付款fill (动)填写administration 管理、经营note 纸币registration desk 入宿登记处lobby 前厅luggage rack 行李架visit card 名片identification card 身份证rate of exchange 兑换率conversion rate 换算率charge (动)收费bill 帐单change money 换钱procedure 手续、程序information desk 问询处luggage label 行李标签overbooking 超额订房reasonable (形)合理的cash (动)兑换keep (动)保留、保存bank draft 汇票accept (动)接受procedure fee 手续费fill in the form 填表酒店的种类：Designed hotel 设计酒店boutique hotel 精品酒店certified hotel for tourism 旅游定点旅馆family hotel 家庭旅馆B&B: 经济型酒店resort hotel 度假区酒店酒店部门：电脑部E.D.P.市场营销部sales & Marketing Division销售部Sales Department公关部Public Relation Department预订部Reservation Department客务部Room Division前厅部Front Office Department管家部Housekeeping Department餐饮部Food & Beverage Department康乐部Recreation and Entertainment Department 工程部Engineering Department保安部Security Department行政部Rear-Service Department商场部Shopping Arcade其他：Oriental Plaza: 东方新天地Forbidden city:故宫High-speed wireless internet: 高速无线上网Owner response: 业主回复Expatriates/ expats:外籍人士/外籍员工F&B:餐饮Mansion/ service-apartment:酒店式公寓English tea:英式红茶/英式下午茶CTS:中国旅行社Prepaid cell: 预付型手机Toiletries: 洗漱用品Morning call 唤醒服务。

房务部（ROOMS DIVISION）简介一、房务部简介（Introduction of Rooms Division）房务部为酒店内最繁忙、工作最繁重、最重要的部门之一，其下分属两大酒店主要部门：前厅部及客房部（Front Office g Housekeeping）其中前厅部又是下设接待出、总机房、行李部等分部，甚至还设有订房部、商务中心、车务部，而客房则下设楼层组、公共地方组（PA）、办公室分部，齐全者还设有洗衣房、布草制服房及园林绿化部。

二、房务部服务项目：1、整理房间（Make up R.m Servise g Tidy up R.m Service g Clean up R.m Service)；2、开床服务（Turn-down bed Service）3、洗衣服务（Laundry Service）4、婴孩照看服务（Baby Service）5、小型酒吧（Mini Bar）6、衣物缝补服务（Clotes Mending）7、擦鞋服务（Shoe Shining Polishing）8、物品遗失服务（Lost Supplies）9、叫醒服务（Morning Call g Wake Up Call）10、客用物品供应服务（Guest Rm Supplise）11、暂供特殊物品服务（Special Guest Loan Item）12、免费供应冰水（Free Drinking Water）13、二次清理服务（Second Mahe up Service）14、供应鲜花（Florist）三、房部简介：1、定义：又称管家部、房务部，是酒店内专司负责管理客房服务及确保楼层各处经常显示舒适及崭新面貌的部门。

对旅馆方面而言，增加提供一切有关服务事宜尤其重要，如婴孩看护服务、交收洗衣、失物招领、擦皮鞋服务及整理房间等。

2、目标及重要性：（Objective and important of HSKP Dept）1）旅馆最主要的是客房服务，为确保客房的整洁、舒适及安全，便要时刻保持水平的服务，对客人的礼貌，满足客人之需要，使其有宾至如归之感，而向亲友，商界人士介绍，从而赢得良好的声誉，无形中便形成最有效的免费宣传，此为客房部之最大目标：2）除上述重要性外，客房部还需要加上客房管理所耗费的大量人力、物力的成本管理客房部公有小组二十四小时全日工作，需要雇用大量员工，其新酬支出至不巨大，加上客房物料及清洁用品的消耗，其成本计算会是旅馆的一项重大支出，故能直接影响旅馆利润。