1、Laundry Service Unit 19 Laundry Service l l Warming upWho:Housekeeper,Housemaid,valet,laundryman Working place:Laundry,Housekeeping department l l Service progress：1Knock at the door three times and say“Housekeeping”.2Collect the clothes and check the number of clothes3Check the laundry list and com
2、firm the information like the washing ways，what time the guests want to get the clothes back,and the guests signature.4After washing,put the clean clothes back to the gutests room immediately.l l Key pointsSame day service:collect the clothes by 11:00 am and deliver them to the guests room by 9:00 p
3、m in the same day;collect the clothes before 3:00 pm and deliver them to the guests room by noon the next day.普通洗衣服务：上午11点前收洗的衣服，晚上9点前送回客人房间。下午3点前收洗的衣服，第二天中午前送回客房。Express service:collect the clothes by 2:00 pm and deliver them within four hours at a 50%extra charge.快洗服务：下午2点前收洗的衣服在4小时内送回客房，增收50%的费用。
4、When collecting the laundry,ask the guest to make a note in the laundry list whether the clothes need ironing,washing or dry-cleaning and what time he wants to get them back.收取客人要洗的衣服时，要求客人在洗衣单上注明衣服是熨烫，水洗还是干洗，还要注明何时需要取回衣服。When collecting the laundry list,pay attention to the room number,the name of
5、the guest,and the special demands of the guest as well.收取洗衣单时，要注意客人的房号，姓名及特殊要求。When there is no such service or necessary equipment,say“Im sorry.”And then give the reason politely.For example:”Im sorry.We can only do simple mending.”如果没有某种服务或者设备，先对客人说抱歉，然后礼貌地解释。例如：“很抱歉，我们只能做简单的织补。”What we learn toda
6、yWhat we learn today How to receive laundry?How to deal with laundry complaints?Working procedure1.1.At about 10:00 A.M.every morning At about 10:00 A.M.every morning check all occupied rooms for check all occupied rooms for laundry requests from guests.laundry requests from guests.每日早每日早10点检查所有有客人的
7、房间是点检查所有有客人的房间是否有需要洗衣服务。否有需要洗衣服务。2.2.Mark down room number and name of Mark down room number and name of guest and any special request on guest and any special request on the laundry list.the laundry list.在洗衣单上记录下房间号、客人姓在洗衣单上记录下房间号、客人姓名和特殊要求名和特殊要求Working procedure3.3.Write down your name and time of
8、 Write down your name and time of pick-up on the top right of the pick-up on the top right of the laundry list.laundry list.在洗衣单右上方在洗衣单右上方 签自己的姓名签自己的姓名和收取衣服的时间和收取衣服的时间4.4.Tie the laundry bag firmly to Tie the laundry bag firmly to protect the guests belongings.protect the guests belongings.紧系洗衣袋口以保护
9、客人财物紧系洗衣袋口以保护客人财物Useful Expressions Useful Expressions nNo problem:No problem:Give back the clothing right to the Give back the clothing right to the guest on time guest on time nHave problem:Have problem:Damage Damage Not clean Not clean the clothing doesnt belong to this the clothing doesnt belong
10、 to this guest guest nHow to deal with:How to deal with:Apologize,immediately!Apologize,immediately!Ask about the guests requirements Ask about the guests requirements Deal with the problem until the guest Deal with the problem until the guest satisfiedsatisfied 不要担心，我们会干洗这连衣裙的，这样就不会褪色了。不要担心，我们会干洗这连
11、衣裙的，这样就不会褪色了。Dont worry,Well dry-clean the dress,Then the color wont run.请在洗衣单上注明您是将衣服筠烫，洗涤，干洗还是修请在洗衣单上注明您是将衣服筠烫，洗涤，干洗还是修补。补。Please notify in the laundry list whether you like your clothes ironed,washed,dry-cleaned or mended.我们有快洗服务。我们有快洗服务。We have express service.Useful Expressions Useful Expressio
12、ns Useful Expressions Useful Expressions 请告诉我们您要求什么时候将衣服送回。请告诉我们您要求什么时候将衣服送回。Please tell us what time you want to get them back.上午九点前交上洗的衣服，可于当天下午上午九点前交上洗的衣服，可于当天下午5 5点送回，如果点送回，如果下午下午2 2点半以前交洗，可于第二天中午送回。点半以前交洗，可于第二天中午送回。Laundry collected before 9 p.m.will be returned by 5 p.m.the same day.If collect
13、ed before 2:30 p.m.by noon the following day.Tips:Laundry ListTips:Laundry ListRemarks:Remarks:1.Should the list be omitted or not itemized,the hotel count will be taken as correct.如客人未填写衣物数量，将以本饭店所计数如客人未填写衣物数量，将以本饭店所计数量为准。量为准。2 2.All laundry/valet/dry cleaning is.All laundry/valet/dry cleaning is a
14、ccepted by the hotel at owners risk.While accepted by the hotel at owners risk.While the utmost care will be exercised by the Hotel.the utmost care will be exercised by the Hotel.The liability of the Hotel is limited to Ten The liability of the Hotel is limited to Ten times the value of the laundry/
15、valet/dry times the value of the laundry/valet/dry cleaning charges.The Hotel shall not be cleaning charges.The Hotel shall not be responsible for any further loss or damage responsible for any further loss or damage howsoever arising.howsoever arising.本饭店若在正确的洗涤操作下若造成衣物的任何损坏，最高赔本饭店若在正确的洗涤操作下若造成衣物的任
16、何损坏，最高赔偿额不超过衣物洗熨单价的偿额不超过衣物洗熨单价的1010倍。衣物上的装饰品和衣兜里的倍。衣物上的装饰品和衣兜里的物品损坏或遗失，饭店概不负责。物品损坏或遗失，饭店概不负责。送还衣物时，除非有特殊要求，否则男衬送还衣物时，除非有特殊要求，否则男衬衫将以折叠方式送回，女式衬衫将挂架送。衫将以折叠方式送回，女式衬衫将挂架送。3.Shirts will be folded and blouses will be on hanger unless otherwise requested.Situation Dialogue(Homework)Situation Dialogue(Homework)Get laundry from the guest Some problems with the laundry
