1、Cleaning the room What we learn todayWhat we learn today How to ask if the guest would like to do the room?How to response if the guest ask to do the room?Words listWords listpHousemaid pRoom attendant 房务员房务员pRoom maid 女女pDo/make up/tidy up the room pTurn-down service 铺夜床铺夜床pTowel p Hanger 衣架衣架 p Th
2、ermos :ms 热水瓶热水瓶 p Slippers Background Information Background Information lStatus of the room pOCC(Occupied）pVAC(Vacant Room)pC/O(Check Out)pOOO(Out Of Order)pBR(Blocked Room)住客房住客房 空房空房 走客房走客房 待修房待修房 保留房保留房Working procedure Working procedure I.Room Attendant plan to do the room:1.Knocking at the do
3、or gently three times Housekeeping.May I come in?2.Ask the guest whether to come into the room Excuse me,I am sorry to disturb you.Shall I/may I+clean up/do/make up/tidy up your room now?Would you like me to-When would you like me to do the room?3.Ask if the guest would like to do the room nCome in,
4、please.nJust a moment,please.nYes,please.Were on our way out so we put the“make up”sign on.nCould you bring us some more towels and hangers?Room Attendant go to the room:If the guest say“YES”I try my best to finish it in 20 min.Sorry.But I promise to clean up/do it well in half an hour/before you co
5、me back/as soon as I can.Ill clean the bathroom first and replace some fresh towels for you.May I draw the curtains关上关上/draw back the curtains 打开打开 for you?May I turn on the light for you?Do you need I/would you like me to replace _ for you?If the guest say“NO”What time would you like me to-?What ti
6、me would it be convenient?Will it be convenient for you if I come to do your room in an hour?I promise your room will be ready before you come back from-.“Please clean it when I am out.”Ending Is there anything I can do for you before I leave?Open the window Disposal the rubbish dspzl 处理 Make the be
7、d Clean the bathroom Replenish the supplies rplen 补充 Vacuum the floor vkjum 用真空吸尘器清扫 Self-checkII.Guest ask RA to do the room:nIts almost 2pm.You have not made up my room yet/my room has not been done/made up yet.I am sorry.I will clean your room as soon as I finish this one.According to our regulat
8、ion,we always do the check-out room first,unless there is a request.We always make up rooms early on request.A check-out room means a room which is being vacated at the end of a guests stay.We have to get the room ready for sale again by the front desk.Useful Expression Useful Expression Change the
9、Facilities nPlease get me some soap.nThe slippers are worn out.Change them for me,please.nGet a thermos,please.All right,Ill get it for you right away.Just a moment,Ill do it right now.No.If there is,Ill give it to you in time.Turn-down service&Turn-down service&Extending a bed serviceExtending a be
10、d service Turn-down service May I do the turn-down service for you now,Sir?Shall I come back later?Shall I draw the curtains for you?Can I make the beds for you now or do you wish it to be done later?nCould I have an extra bed?pPlease call the Reception Desk first.Ill get you one with their permissi
11、on.Useful Expression Useful Expression Make an apology Excuse me.I am sorry.I beg your pardon.Pardon me for interrupting.Please excuse me for coming so late.Im sorry I was so careless.Its my negligence.I beg your pardon.How to clean the How to clean the guest roomguest roomDraw the sheer curtains an
12、d b l a c k-o u t curtains Rubbish disposal Remove used l i n e n a n d make bed Dusting C l e a n t h e bathroom R e p l e n i s h supplies Vacuum the floor Self check Start cleaning the next guest room Tips Tips Off season p总台要求尽快打扫的房间总台要求尽快打扫的房间 p门上挂门上挂“请速打扫请速打扫”的房间的房间 p走客房走客房 p“VIP”VIP”房房 p其他住客房其他住客房 Peak season p空房空房 p总台要求尽快打扫的房间总台要求尽快打扫的房间 p走客房走客房 p门上挂门上挂“请速打扫请速打扫”的房间的房间 p“VIP”VIP”房房 p其他住客房其他住客房 lOrder for cleaningSituation Dialogue(Homework)Situation Dialogue(Homework)Turn-down service Room cleaning Make up room later
