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酒店英语2(客房部)

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酒店英语2(客房部) 1 / 9 Unit Two Housekeeping 客房部---- the Backbone of a Hotel

第一节 Chamber Service 客房服务 Ⅱ. Guest Room Facilites Ⅲ. 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 room Ⅳ. Dialogs Role play 1.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 curtain Switching on lamps , Cleaning the bathroom and that reputing fresh towels, fetching boiled water in the mini-jar. Dialogs 1. 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：Here is a copy of an English newspaper for you, sir. G：Thanks. Do you have any ice? I’m used to having a nightcap before I go to bed. A：I will go and fetch some for you now. 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? 酒店英语2(客房部) 2 / 9 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 Room In 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：Yes, I will .Do you mind my closing the curtains? Night is falling now. G：Yes, go ahead .And turn on the lights. I’m going to read today’s evening newspaper. 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 some fresh fruits for you, including strawberries. G：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 evening

Ⅴ. 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’ sign. Do not knock if a sign is on the door. 检查有无‘请勿打扰’的标牌。如果有，不要敲门。 Step3 Announce presence. Knock firmly and say ‘Housekeeping’. Do not use a key to knock on the door. 通知客人，沉稳地敲门并通报‘客房服务’。不能用钥匙敲门。 Step4 Wait for a response. If you do not hear an answer, knock again and repeat ‘Housekeeping’. 等待答复，如果没有回答，重复步骤3。 Step5 Wait a second time for a response. If you still do not receive an answer open the door slightly and repeat ‘Housekeeping’. 再次等待答复。如果仍旧没有回答，轻轻的开门并通报‘客房服务’。 Step6 If the guest is asleep or in the bathroom, leave quietly and close the door. 如果客人正在睡觉或在浴室，安静离开并关上门。 Step7 If the guest is awake but dressing, excuse yourself, leave, and close the door. 如果客人刚醒，没有或正在穿衣，立即道歉，离开并关门。 Step8 If the guest answers your knock, ask when you may clean the room. 如果客人回应，向客人询问可以进行客房服务的时间。 酒店英语2(客房部) 3 / 9 Step9 If the room is unoccupied, position your cart in front of the door and leave the door open. Begin cleaning. 如果房间没人，将服务车停在门前，保持房门打开。开始客房清洁。 Step10 If the guest returns while you are cleaning, offer to finish later. Ask to see the guests room key to verify that the key and room numbers match. 如果中途客人返回，停止工作，询问可以服务的时间并准备离开。（一般视情况而定）。 离开前，要求客人出示与客房号相符的钥匙卡。 VI.Reading 1.Service with a Smile Tourists would like to go to hotels with fine reputation. The reputation of a hotel depends on the degrees of comfort and service it offers to the guests. Service is of first importance. All hotel staff must realize the importance of polite service---service with a smile. Here lies the secret of a smile. Your smile is a message of your good will. Your smile lights up your own face and brightens the lives of all. Your smile is like the sun breaking through the clouds. Smile can open doors and tear down walls. Smiling at each other makes our world warm and bright. Smile at your guests, Smile at your guests, smile at your leaders, and smile at your colleagues. It doesn’t matter who he or she is, and that will help you to grow up in greater love for each other. A Chinese saying goes like this, “A man without a smiling face must not open a shop. 2.Turn-Down Service 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 room attendant will remove the bedspread and turn down a corner of the cover , making it easy for the guest to go to bed . Also, the curtain would be drawn close, the bedside lamp turned on, and the bath mat laid out. A copy of newspaper or magazine will be put on the night table in some hotels .In one word, turn-down service aims to make the guest feel like at home.

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酒店各部门英文缩写

酒店各部门英文缩写

酒店各部门英文缩写总经理办公室:GM人力资源部:HR财务部:FN餐饮部:F&B客房部:HSKP工程部:ENG保安部:SEC康乐部:ENT前厅部:FO销售部:S&M市场传讯部MCMarketing Communications DEPARTMENT酒店各职位英文缩写GM---GENERAL MANAGER 总经理DGM---DUTY GENERAL MANAGER 副总DOR---DIRECTOR OF ROOMS 客务部总监AM---ASSISTANT MANAGER 大堂经理DOM---DIRECTOR OF SALES&MARKETING 销售部总监FO---FRONT OFFICE 前厅部FOM---FRONT OFFICE MANAGER 前厅部经理CON---CONCIERGE 礼宾部BC---BUSINESS CENTER 商务中心F&B---FOOD&BEVERAGE 餐饮部ENG---ENGINEERING 工程部HR---HUMAN RESOURCES 人力资源部FN---FINANCIAL DEPARTMENT 财务部FC---FINANCIAL CONTROLLER财务总监行政总厨 A.T.K Administrative total kitchen收益管理经理 Revenue ManagerRECP---RECEPTION 接待处HSKP---HOUSEKEEPING DEPARTMENT客房中心酒店职位英语董事长Board Chairman (Director)董事总经理Managing Director经济师Economist首席会计师Chief Accountant总经理General Manager副总经理Deputy General Manager (Vice)驻店经理Resident Manager总经理行政助理Executive Assistant Manager总经理秘书Executive Secretary总经理室Executive Office (G.M office)机要秘书Secretary接待文员Clerk副总经理Vice General Manager总经理助理Assistant to General Manager总经理秘书Secretary to General Manager行政秘书Executive Secretary人力资源部Human Resources Division人事部Personnel Department培训部Training Department质检部Quality Inspection Department员工关系部 Staffing Relationship Department人力资源开发总监Director of Human Resources人事培训经理P&T Manager人事部经理Personnel Manager培训部经理Training Manager质检部经理Quality Inspection Manager人事主任Personnel Officer福利劳资员Payroll Clerk培训主任Training Officer行政部主任 Executive Officer秘书Secretary员工事务长Staff Purser车队队长Driver Captain Chief Driver员工宿舍管理员 Dormitory Keeper员工餐厅勤杂工 Staff Restaurant Cleaner司机Driver更衣室管理员：Staff Lockers Rooms Keeper翻译兼英语教师：English Translator & Teacher计划财务部Finance and Accounting Division财务部Accounting Department成本部Cost-control Department采购部Purchasing Department审计部 Auditor Department财务总监Financial Controller (Director of Finance) 财务部经理Chief Accountant成本部经理Cost Control manager结帐经理Cashier Manager信用审计经理Credit Manager采购部经理Purchasing Manager采购部主管Purchasing Officer总出纳Chief Cashier仓储领班 Store Room Captain营业点结帐领班F&B Cashier Captain总台结帐领班F/O Cashier Captain夜审计员 Night Auditor信用管理员Credit Clerk应收款管理员 A/R Clerk往来款结算员Accounting Clerk收入费用结算员 Accounting Clerk成本核算员 Cost Clerk验货员Receiving Clerk信息管理员Information System Clerk文员Secretary食品采购员Purchasing Clerk - F&B物资采购员Purchasing Clerk - Material食品保管员Storeroom Keep - F&B物资保管员 Storeroom Keep - Material餐厅收款员 F&B Cashier总台收款员 F/O Cashier市场营销部Sales & Marketing Division销售部Sales Department公关部Public Relation Department市场营销总监Director of Sales and Marketing 销售部经理Director of Sales公关经理Public Relation Manager宴会销售经理Banquet Sales Manager销售经理Sales Manager宴会销售主任Banquet Sales Officer销售主任Sales Officer高级销售代表Senior Sales Executive销售代表Sales Executive公关代表P.R. Representative公关部经理Public Relation Manager公关部主任Public Relation Supervisor高级客户经理Senior Account Manager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Front Office Department客房部（管家部）Housekeeping Department预订部Reservation Department宾客关系主任Guest Relation Officer资深销售中心预订员Sales Center Senior Reservation Clerk 销售中心主任Sales Center Supervisor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Director of Housekeeping前厅部经理Front Office Manager前厅部副经理Asst . Front Office Manager大堂副理Assistant Manager宾客关系经理 Guest Relation Manager礼宾主管Chief Concierge客务主任Guest Relation Officer接待主管Chief Concierge接待员Receptionist出租车订车员Taxi Service Clerk行政管家Executive Housekeeper行政副管家Assistant Executive Housekeeper 房务中心文员Room service Clerk楼层主管Floor supervisor楼层领班Floor Captain客房服务员Room Attendant洗衣房经理Laundry Manager公卫主管：PA Supervisor洗衣房主管：Laundry Supervisor布草主管：Uniforms Supervisor服务中心领班：Service Center Captain公卫领班：PA Captain水洗领班：Laundry Captain干洗领班：Dry Clean Captain布草领班：Uniforms Captain仓管员：Store man清洁工：P.A. Man客房服务员：Room Attendant缝纫工：Seamstress熨烫工：Presser洗涤工：Washer餐饮部Food & Beverage Division中餐部 Chinese Restaurant Department西餐部 Western Restaurant Department厨房部 Kitchen Department管事部 Steward Department餐饮总监F&B Director餐饮部经理F&B Manager西餐厅经理Western Restaurant Manager 中餐厅经理Chinese Restaurant Manager 咖啡厅经理Coffee Shop Manager餐饮部秘书F&B Secretary领班Captain迎宾员Hostess服务员Waiter ,Waitress传菜Bus Boy, Bus Girl行政总厨Executive chef中厨师长Sous Chef(Chinese Kitchen)西厨师长Sous Chef(Western Kitchen)西饼主管Chief Baker点心工：Pastry Cook烧味厨师：Grill Chef厨工：Cook Assistant管事部：Steward Department总管事：Chef Steward主管：Steward Supervisor碗工：Dishwasher管事清洁工：Cleaner宴会销售部经理：Banquet Sales Manager 宴会销售主任：Banquet Sales Officer中餐部经理：Chinese Restaurant Manager 西餐部经理：Western Restaurant Manager 营业部经理：Sales Manager酒水部经理：Beverage Manager调酒师：Bartender酒吧服务员：Barman咖啡厅主管：Coffee Shop Supervisor高级主管；Senior Supervisor领班：Captain高级服务员：Senior Waiter & Waitress服务员：Waiter & Waitress咨客：Hostess传菜员：Pantry man实习生：Trainee保健部技术经理Health Technical Manager保健部主管Health supervisor康乐部Recreation and Entertainment Department 舞台总监：Stage Performance Director艺术总监：Arts Director消防员：Fireman拓展部经理：Marketing Manager楼面经理：Service ManagerDJ部高级工程师：DJ Senior Engineer康乐主管：Recreation Center SupervisorDJ部主管：DJ Supervisor舞台主任：Stage Performance Supervisor康乐领班(楼面部长)：CaptainDJ部长：DJ Captain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Fire Control Supervisor运行领班Operation Captain强弱电领班Strong & Weak Captain维修领班Repairing Captain空调工Air-Conditioning Attendant 锅炉工 Boiler配电工 Electrician强弱电工Strong & Weak Current Worker 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. Security Manager 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Entrance Guard巡逻Patrol Guard监控员TV Monitoring Clerk商场部Shopping Arcade Department 商场部经理Shop Manager商场营业员Shop Assistant。

酒店管理英语词汇

酒店管理英语词汇

酒店管理英语词汇1、酒店管理英语词汇—客房状况术语酒店管理英语词汇(1)RoomStatus房间状态Clean干净Dirty脏Vacant：空的VCVacantClean干净的空房，即OK房，可直安排客人入住OCO CcupiedClean干净的住房或干净的占用房VDVacantDirty脏的空房ODO OccupiedDirty未打扫干净的住房D/LDoubleLockedDoor双锁的房间酒店管理英语词汇（2）GRSGuestRefusedService客人拒绝服务C/ICheckIn入住的房间C/OCheckOut离店的房间VIPVeryImportantPerson非常重要的客人DNDDoNotDisturbed请勿打扰OOOOutofOrder严重坏房OOSOutofServer轻微坏房DiscrepantRoom矛盾房酒店管理英语词汇(3)Sleepout：外宿房Skipper:未结帐即离房，逃帐房Lightluggageroom只带有少量行李的客房Noluggageroom无行李房Occupied:占用的，有人住Reservationstatues预订状态Arrivals预抵;2、酒店管理英语词汇—房间类型（ROOMTYPE）术语：1)床具种类单人床（Twin—sizeBed）；双人床（Double—sizeBed)：包括大号双人床(Queen-sizeBed)和特大号双人床（King-sizeBed) 隐蔽床(MurphyBed）婴儿床（BabyBed)加床（ExtraBed）RollawayBed2）客房类型单人间（SingleRoom）;标准间（StandardRoom)：放置两张单人床，我国饭店的大多数客房属于这种类型；大床间(DoubleRoom)：该房间放置一张双人床,一般适合夫妻或商务客人使用；新婚夫妇使用时,称“蜜月客房”；三人间（TripleRoom）：一般是房内放置三张单人床，供三位宾客同时入住,属经济房间。

酒店客房部-客房部英语培训资料

酒店客房部-客房部英语培训资料

客房部英语培训资料※Making up the room（清洁房间）RA: Housekeeping, may I come in? 我是服务员，可以进来吗？G: Sorry, I’m busy right now. Can you come later? 抱歉，我现在正忙。

你能等会儿来吗？RA: Certainly. What time would be convenient for you? 好的，那何时方便呢？G: About 10:30 in the morning. 上午10:30 左右。

RA: I will come over after 10:30。

好的，那我10:30 后再来。

RA: Housekeeping, may I come in and make up your room now?我是服务员，可以进来清洁房间吗？G: Could you wait a few minutes please? 请等会儿好吗？RA: Certainly. Madam. When would you like me to come over? 好的夫人。

何时您方便我过来呢？G: In 15 minutes. 再过15分钟吧。

RA: I’ll be back in 15 minutes. Can I take your laundry now or later? 15分钟后我再来。

现在能收洗衣吗，或是等会儿。

G: Oh thank you. You can take it now. 哦,谢谢，现在可以收。

H: Good morning, sir/madam. This is Housekeeping. Can we make up your room for you now?先生/女士，早上好。

房务中心。

请问现在可以打扫您的房间吗？G: No, not now. Thanks. 现在不要。

谢谢。

客房部基础英语培训

客房部基础英语培训

客房部基础英语培训housekeeping department of vocabulary本章概述一、Room words 房间词汇二、Speeial words 客房特殊词汇1、Sleeping 睡眠空间2、Washing 梳洗空间3、Living 起居空间4、Writing 书写空间5、Storing 存储空间6、Other equipment 其它设备Part One: Sleeping 睡眠空间1)、床bed床单sheet 被子quilt被罩bed-cover 枕头pillow 内枕pillow-slip枕套pillowcase 毛毯blanket 床垫mattress床垫套Mattress pad 床头灯bed-side lamp 床头灯罩lamp shade灯泡light bulb 壁画picture 墙壁wall壁纸wallpaper 折叠床folding bed 加床rollaway bed2)、床头柜bedside table电话telephone 便签note paper 笔pen电子表clock 请匆吸烟卡please don’t smoke on the bed音响radio 夜灯night lightPart Two: Washing 梳洗空间1)、洗脸台commode镜子bathroom mirror 中巾架towel rack 洗手盆wash hand basin面盆水龙头tap 下水堵stopper 排水河drain hole化装镜vanity counter 肥皂碟soap dish 卷纸架toilet paper holder 吹风机hairdryer 垃圾筒garbage can 烟灰缸ashtray口杯drinking glasses 小巾hand towel 中巾face towel牙刷toothbrush 牙膏toothpaste 浴帽shower cap梳子comb 针线包a swing kit 洗发水shampoo润肤body lotion 肥皂soap 面巾纸tissue卷纸toilet paper 剃须刀razor2)、抽水马桶toilet bowl马桶盖toilet seat cover 马桶垫toilet seat 抽水柄flush handle排水管waste pipe 溢出overflow3)、浴缸bath tub大巾架towel rack 浴缸扶手grab bar 淋浴头shower head晾衣绳clothes line 地巾bath mat 浴袍bathrobe浴巾bath towel 浴帘shower curtain 浴帘杆shower rail4)、其它词汇other words丢失missing 染污stain 堵塞clog烧坏的burn out 不通风的stuffy 门钩door hookPart Three: Living 起居空间1)、休闲咖啡桌coffee table 圈椅chair 扶手椅armchair火柴match 落地灯floor lamp 窗户window宣传架notice 窗帘杆curtains rod 窗帘curtains2)、娱乐电视TV 遥控器remote control 机顶盒VOD电视柜TV shelf 节目单TV program list3)、小酒吧mini bar酒单minibar list 热水壶electric kettle 冷水壶Flask冰筒ice bucket 托盘tray 茶壶teapot茶叶tea 咖啡coffe 咖啡杯cup茶杯tea cup 冰箱fridge4)、酒水花生peanut 土豆片chips 可乐co-ca-co-la雪碧sprite 本地啤酒local beer 果汁juice新其士Sunkist 巧克力chocolate 本地矿泉水mineral water 进口矿泉水evianPart Four: Writing 书写空间1)、写字台writing desk梳妆镜dressing mirror 台灯lamp 节目架TV program shelf 梳妆椅dress table stool2)、文具盒stationery box信纸envelope 传真纸fax paper 笔pen抽屉drawer 服务指南Service Guide 电话本Imperial GuidePart Five : Storing 存储空间壁橱closet 衣柜wardrobe 衣架hanger备用枕头extra pillow 毛毯blanket 洗衣单laundry list洗衣袋laundry bag 鞋拨子shoehorn 衣刷子cloths brush擦鞋纸shoeshine 拖鞋slipper 保险箱safe BOX行李架luggage rackPart Six : Other Equipment 其它设备1)、门厅门door 门锁lock 门把手handle窥镜spy-hole 打扫牌make up room DND牌do not disturb 早餐牌breakfast card 开关switch 沙帘cheers窗台window sill 电源插座socket 适配器adapter花瓶vase 沙发sofa 安乐椅easy chair穿衣镜full-length mirror 紧急疏散图fire escape plan 壁角板skirting插头plug 接线板Wiring board 吸尘机vacuum cleaner 抹布dust cloth 钥匙master key 手推车trolly消毒剂disinfectant 空气清新剂air freshener 剪刀scissors熨斗iron 胶水glue water 胶条adhesive tape宽带线coder line 变压器transformer 空调air condition一、greeting 问候二、offering help 提供帮助三、promising 承诺四、apologize & Responding to apologies 道歉与回应的道歉五、sympathizing 同情六、expressing thanks & responding to thanks 表达感谢与回应,谢谢七、giving suggestions 给予建议八、saying goodbye 说再见九、responding to complaints 回应投诉十、inquiring about preference 打听偏好十一、asking for & giving directions 要求与指示十二、making a request 请求十三、good wishes 良好的祝愿语英语培训（一）一、问候：Good morning sir/Mr…... 早上好先生Good afternoon miss/madam 下午好Good evening 晚上好Good night 晚安二、情景对话：A：Housekeeping . May I come in? 服务员，我能够进来吗？B: Yes, what it is? 什么事呀？A: we ‘d like to clean the room. May we do it now:? 我们为您打扫房间，现在能够吗？B: Yes, go ahead 能够来吧！三、句型May I make up your room? 我能够打扫您的房间了吗？May we clean your room now . Sir? 我能够打扫您的房间了吗？Could you come back later? 你能一会儿来吗？May I help you / what can I do for you ? 我能帮您做点什么吗？四、词汇morning 早上afternoon 下午evening 晚上Housekeeping 客房服务员clean the room 打扫房间come back later 一会儿来make up room 打扫房间英语培训（二）一、日常用语Excuse me. Sir/Miss/Madam 打搅您一下，先生// 小姐Thank you/thanks 谢谢You are welcome. 别客气Goodbye / See you 再见二、句型What time would it be convenient. Sir? 什么时候比较方便先生？We’ll come and clean your immediately.我们将立刻来打扫您的房间What time is it now? 现在几点了？What is your room number ? 我的房间是哪间？三、数字/时间one two three four five six seven eight nine ten eleven twelve thirteen fourteen fifteen sixteen seventeen eighteen nineteen twenty-one thirty fifty sixty seventy eighty ninety thousand million billionone ‘o clock two ‘o clock two thirty a quarter to/past three四、词汇Just a moment 稍等convenient 方便immediately立刻英语培训（三）一、日常用语I’m sorry to disturb you sir.打搅了先生Have a nice day . 祝您今天过的愉快Have a good rest 祝您过的愉快Sure Certainly 当然能够二、句型I’ll be there in a few minutes 我马上就去Could I have some more towels\tea\coffee 请给我那一些毛巾\茶叶\咖啡I’ll get there right away \I ‘ll bring it right away 我马上去拿\ 我马上给您拿来I’m sorry to have kept you waiting 对不起让您久等了三、词汇disturb打搅rest休息minutes分钟towel毛巾wait 等侯tissues面巾纸quilt被子ashtray烟灰缸ice冰块hot water热水英语培训（四）一、日常用语Have a pleasant evening 祝您度过愉快的夜晚Is there anything else I can do for you 还需要我做什么二、句型Do you have laundry? 你有洗衣吗？May I replenish you mini bar? 我能给您补充酒水吗？When will they be ready ? 什么时间能洗好？We’ll deliver them tomorrow evening around six 。