饭店情景英语（第二版）课件：Miscellaneous Services 杂项服务.ppt

处理突发事件除了为客人提供各种称心如意的服务，一名客房部的员工还应该学会处理突发火灾(fireaccident)、客人意外伤病(guest’sinjuryandacuteillness)、客人财物遗失(guest’sbelongingslost)等突发事件。IV.TipsforServiceBACKNEXT1．处理突发火灾。(1)火灾事故发生后，应立即开启报警器，并通知客人立刻从紧急出口离开酒店。Thehotelisonfire.Pleaseleaveassoonaspossible.酒店发生火灾了，请尽快离开。Pleaseescapefromtheemergencyexit.Donotusethelift.请从紧急出口离开。不要使用电梯。Pleasecoveryourmouthandnosewithwettowel.请用湿毛巾捂住口鼻。Pleaselowerdownyourbodyandgoalongthefootofthewall.请低身沿墙根行进。IV.TipsforServicePREV.NEXTPREV.NEXT饭店情景英语客房部MiscellaneousServices杂项服务客房部MiscellaneousServices杂项服务客房部MiscellaneousServices杂项服务客房部MiscellaneousServices杂项服务**MajorContents客房部MiscellaneousServices杂项服务???Howtodohousekeeping?I.Leading-inBACKNEXTHowtodohousekeeping?I.Leading-inPREV.BACKTheaimofthehousekeepingdepartment’sworkistomakeguests’stayinthehotelcomfortableandpleasing.Anyreasonablerequestfromthegueststhusmustbefulfilled.Suchrequestmayincludesupplyingguestswithextrathings,maintainingguestrooms,safekeepingguests’valuables,runningerrandsforguests,takingcareofsickguestsandofferingbaby-sittingservice.Althoughtheyarenotmajorhousekeepingservices,theyarealsocloselyrelatedtothequalityofahotel’sservice.杂项服务的主要内容II.WorkingProcedureBACKNEXTII.WorkingProcedure1.为客人提供额外物品。Floorattendant,mayIhelpyou?楼层服务员，能为您效劳吗?Rightaway,Sir/Madam.先生/女士，我马上来。OK,Sir/Madam,noproblem.好的，先生/女士，没问题。Iwillsendittoyouimmediately.我马上给您送过来。Yournameandroomnumber,please.请问您的姓名和房间号?PREV.NEXTII.WorkingProcedureWouldyoupleasewaitforawhile?I’mafraidotherguestsareusingit.您能稍等一会儿吗？其他客人正在使用。Hereyouare,Sir/Madam.先生/女士，给您。Ifyouneedanyotherthingslater,Iwillbeatyourservice.如果您稍后还需要其他东西，我随时为您效