酒店英语各位小伙伴们，
周末愉快！
我是龚老师。
今天咱们又要来复习本周的学习内容了。
叫醒服务
我们首先从总机的“叫醒服务”开始。在人手一部和多部手机的现代社会，散客用叫醒服务的已经不常见了。
但对于团队客人来说，这还是个挺重要的服务。比如团队出游或者集体开会的时候，团队负责人就会通知总机统一叫醒，免得有客人睡过头。
服务流程
在客人来电想使用叫醒服务时，我们得问清楚他们想几点被叫醒。
然后，为了服务准确，得确认一下客人的房间号和姓名。
接下来，还得问问他们是想电话叫醒还是敲门叫醒。
最好也记一下他们的手机号，以防房间电话打不通。
确认好这些信息后，我们要重复一遍给客人听，确保没弄错。
最后要将叫醒服务录入系统里，如果叫醒时间不在我们当班的时间，还得告诉接班的同事，关注叫醒服务，别给忘了。
另外，在挂电话前，我们要感谢他们的来电，祝他们晚安。
晚安的说法有很多，比如Good night、Sleep well、Sweet dreams等等，根据情况来选。记得，要等客人先挂电话，我们再挂。
这样一来，不仅能让客人按时起床，还能让他们感受到酒店的贴心和专业。练习
接下来我们通过5个练习题来检测学习情况。
1. What is the primary purpose of wake-up call services for group guests in hotels?
A. To offer a personalized alarm service.
B. To ensure all guests are ready for a scheduled departure or activity.
C. To provide a quiet environment for sleeping.
D. To monitor guests' sleeping patterns for quality improvement.
Answer: B
Explanation: The article states that wake-up call services are particularly important for group guests, as the group leader may want all guests to gather at a certain time in the morning to depart for a scenic spot or participate in an activity.
2. How should a hotel Guest Service Center operator greet a guest when answering a call?
A. Silently, to not disturb the guest.
B. With a professional and friendly "Good morning, this is the Guest Service Center. How may I assist you?"
C. By asking the guest to identify themselves.
D. By immediately asking if they need a wake-up call.
Answer: B
Explanation: The operator should start with a warm and friendly greeting, introducing themselves as the Guest Service Center and asking how they can assist the guest.
3. What information does a Guest Service Center operator need to confirm when a guest requests a wake-up call?
A. The guest's favorite breakfast order.
B. The guest's room number, name, and contact details.
C. The hotel's daily schedule of events.
D. The guest's preferred method of transportation.
Answer: B
Explanation: To ensure the accuracy of the service, the Guest Service Center operator must confirm the guest's room number, name, and contact details for the wake-up call.
4. What is the correct procedure after a wake-up call request is made?
A. Immediately hang up and forget about it.
B. Record the request and inform the guest of the confirmation.
C. Transfer the call to another department.
D. Repeat the request back to the guest and confirm the details.
Answer: D
Explanation: The operator should repeat the guest's wake-up call details, such as the time, room number, name, and method of wake-up, to ensure there are no errors.
5. How should a Guest Service Center operator conclude a call after a wake-up call has been scheduled?
A. By quickly hanging up.
B. By thanking the guest and wishing them a good night with a variety of expressions.
C. By reminding the guest to set their own alarm as a backup.
D. By discussing other hotel services and promotions.
Answer: B
Explanation: After confirming the wake-up call details, the operator should thank the guest for their call and wish them a good night, using one of the several expressions mentioned in the article, such as "Sleep well" or "Sweet dreams." The operator should also wait for the guest to hang up first.
转接电话
我们再来聊聊酒怎么处理客人转接电话的事儿。
这可是从古至今，总机妹子最拿手和最常规的活儿，当然，它更是向店外客人展示我们酒店服务水平和专业性的重要环节！
服务流程
首先，得迅速响应电话铃声，最好是三声内就接起电话。
然后，用热情的问候和确认客人来意的方式，为后续的服务做好准备。
如果咱们酒店有多家餐厅，还得问清楚客人想预订哪家，这样才能准确转接。转接电话时，不仅要迅速准确，还得在转接成功后简单告知餐厅那边，这样他们就能迅速进入工作状态，为客人提供专业服务。同时，这也是对餐厅工作人员的一种提醒，确保他们不会错过任何重要信息。
如果转接过程中出现餐厅占线或无人应答等问题，我们要及时向客人道歉并询问客人是继续等待还是稍后再来电。
龚老师记得，如果餐厅电话占线的话，总机好像是可以直接插队的，不知道是不是这样。无论如何，我们都是为了提供优质的客户服务，因此要多考虑一些细节，这样才能让客人感到放心和满意。
练习
5个练习题已经为你准备好了，你可以开始了：
1. What should a hotel Guest Service Center operator do when the phone rings?
A. Let it ring until the voicemail picks up.
B. Answer within three rings.
C. Ignore the call if they are busy with another task.
D. Only answer if they recognize the caller's number.
Answer: B
Explanation: The article emphasizes the importance of promptly answering calls, ideally within three rings, to provide efficient and professional service.
2. Why is it important for the Guest Service Center operator to confirm the caller's intention?
A. To avoid talking to the wrong person.
B. To quickly identify the caller's needs and prepare for the next steps.
C. To keep a record of all incoming calls.
D. To save time by not engaging in unnecessary conversations.
Answer: B
Explanation: Confirming the caller's intention helps the Guest Service Center operator to quickly understand and address the guest's needs, ensuring a smooth service process.
3. What should the Guest Service Center operator do if the guest is unsure about which department to be transferred to?
A. Transfer the call to a general helpline.
B. Ask the guest to call back later.
C. Record the guest's information for future reference.
D. Attempt to solve the guest's issue without transferring the call.
Answer: C
Explanation: If the guest's needs are complex or they are unsure about the appropriate department, the Guest Service Center operator should record the guest's information to facilitate accurate transfer and follow-up.
4. What is the Guest Service Center operator's role in the process of transferring a call?
A. They are merely a connection between the caller and the department.
B. They act as a bridge, transferring the call and providing context.
C. They should only transfer the call without giving any information.
D. They are responsible for solving the caller's problem directly.
Answer: B
Explanation: The Guest Service Center operator's role is not just to transfer the call but also to ensure that the receiving department is informed about the caller's needs, acting as a bridge and an information transmitter.
5. What should a Guest Service Center operator do after successfully transferring a call?
A. Immediately hang up without further communication.
B. Briefly inform the receiving department about the caller's purpose.
C. Stay on the line to monitor the conversation.
D. Provide feedback to the caller about the hotel's services.
Answer: B
Explanation: After transferring a call, the Guest Service Center operator should briefly inform the receiving department about the caller's intent, ensuring the caller's needs are met promptly and effectively. They should also confirm with the caller that their call has been successfully transferred.
客房清洁
复习完了总机的两项重要服务流程，我们再来复习酒店客房清洁服务的流程，这可是客房服务员日常服务中最重要的工作吧！
虽然现在绝大多数酒店都将客房清扫服务给外包了，但仍然有少数酒店还会坚持使用自己的客房服务员来做房，当然有些酒店在外包的同时，也会保留少部分自己的客房服务员。
服务流程
首先，我们要着装整洁，准备好清洁用品，了解客人的特殊需求。
然后，敲门时轻敲并自报身份，如果客人在房间，要礼貌询问是否方便打扫。
如果客人同意，就可以开始清洁了，注意要尽量减少打扰，比如问客人是否可以开窗通风。
打扫时，要更换床单、毛巾，清理垃圾，特别注意垃圾分类。洗手间也要彻底清洁，确保无死角。家具、电器检查一下是否正常工作。最后，用吸尘器清理地毯，特别注意去除污渍。
打扫完，整理好房间，检查有无损坏或遗留物品。离开前，问问客人还有没有其他需要，确保他们满意。
作为管理人员，我们还要定期总结，提升服务质量。
对了，"让房间通风透气"英语可以说"Air out the room"或者"Ventilate the room"，还有几种说法，可以根据情况选择。
这个流程虽然看起来简单，但细节决定品质，希望你能从中获益！练习
快来检测你的学习情况吧！
1. What is the first step in preparing for room cleaning services in a hotel?
A. Attending a meeting with the housekeeping staff.
B. Wearing规定的 attire and maintaining neat personal appearance.
C. Checking the guest's special requests and room number.
D. Preparing cleaning supplies and linens in advance.
Answer: B
Explanation: The article emphasizes the importance of a neat appearance to create a good impression on guests as the first step in preparation.
2. How should housekeeping staff knock on a guest's door before entering?
A. Knock loudly and announce their role.
B. Knock gently, maintain a smile, and use a温和的声音.
C. Only knock if the "Do Not Disturb" sign is not hanging.
D. Use a key to open the door before knocking.
Answer: B
Explanation: The correct procedure is to knock gently, maintain a smile, and use a温和的声音 (gentle and soft voice) while announcing their role as housekeeping.
3. What should a housekeeper do if a guest agrees to have their room cleaned?
A. Begin cleaning immediately without further communication.
B. Ask the guest if they enjoyed their stay and if there are any special cleaning requests.
C. Leave the room and return later to clean.
D. Request additional cleaning supplies from the maintenance department.
Answer: B
Explanation: The housekeeper should engage in simple communication with the guest, inquiring about their stay and if they have any specific cleaning preferences or requests.
4. Which phrase can be used to ask a guest if it is okay to open the curtains and windows to let the room ventilate?
A. "May I open the curtains and windows first to let the room ventilate?"
B. "I need to air condition the room, is that okay?"
C. "Shall I let some fresh air in by opening the windows?"
D. "Is it alright if I allow the room to breathe?"
Answer: A
Explanation: The phrase "May I open the curtains and windows first to let the room ventilate?" is provided in the article as the correct way to ask for permission to ventilate the room.
5. What is an important aspect of the housekeeping staff's role after cleaning a guest's room?
A. Immediately leaving the room and securing the door.
B. Ensuring all cleaning supplies are removed from the room.
C. Confirming with the guest that there are no other needs or requests.
D. Scheduling the next cleaning time without consulting the guest.
Answer: C
Explanation: After cleaning, housekeeping staff should confirm with the guest if there are any other needs or requests, ensuring the guest is satisfied before concluding their service.
洗衣服务
最后，我们来聊聊酒店客房服务中的洗衣服务流程。这项服务在商务和会议型酒店应该使用的频率最高吧！
服务流程
首先，当客人有洗衣需求时会致电总机或客房服务中心，我们会去他们房间收取衣物。
敲门时，注意不要太粗鲁，敲3下后，我们要礼貌地自报身份。
进入客人房间后，我们要确认客人填写的洗衣单，核对房号、姓名、联系方式和洗衣服务类型，确保一切信息无误。
同时，我们也会检查衣物有没有破损或特殊污渍，这样洗衣房的同事就能采取适当的处理措施。
在收洗衣前，我们还会提醒客人清空衣物口袋，避免口袋里的物品在洗衣过程中受损。哦，对了，说到清空口袋，英语里可以说“Empty the pockets”或者“Clear out the pockets”，这样客人就能明白我们需要他们做什么。
洗完衣物后，我们会按照客人的要求，准时将衣物送回房间，并放置在指定位置，比如衣橱或床上。
最后，我们会提供洗衣账单给客人核对，并确认支付方式。支付完成后，我们会感谢客人的使用，并道别。练习
1. What is the first step when a guest requests laundry service at a hotel?
A. Confirm the guest's room number.
B. Go to the guest's room to collect the laundry.
C. Ask the guest to fill out a laundry form.
D. Inform the guest of the laundry prices.
Answer: B
Explanation: The first step is for the housekeeping staff to go to the guest's room to collect the laundry. This is indicated by the phrase "I'm here to collect your laundry, if you're ready."
2. What should the housekeeping staff do upon arriving at the guest's room?
A. Enter the room without knocking.
B. Knock and introduce themselves as "Housekeeping."
C. Wait for the guest to open the door and then enter.
D. Call the guest's room from the front desk.
Answer: B
Explanation: The staff should knock and introduce themselves as "Housekeeping" to maintain professionalism and respect the guest's privacy.
3. What information should be confirmed when collecting laundry from a guest?
A. The guest's favorite TV channels.
B. The guest's laundry preferences and contact information.
C. The guest's room service history.
D. The guest's travel itinerary.
Answer: B
Explanation: The housekeeping staff should confirm the guest's room number, name, contact information, and the type of laundry service required, as well as the number of items to be laundered.
4. How should the housekeeping staff handle items found in the pockets of guest laundry?
A. Dispose of them immediately.
B. Return them to the guest without checking.
C. Notify the guest and ask for instructions.
D. Place them in the lost and found.
Answer: C
Explanation: The staff should notify the guest and ask for instructions on what to do with the items found in the pockets, ensuring the guest's belongings are handled properly.
5. What is the appropriate way to ask a guest to empty their pockets before laundry service?
A. "Empty the pockets."
B. "Clear out the pockets."
C. "Remove everything from the pockets."
D. All of the above.
Answer: D
Explanation: All three phrases can be used to ask a guest to remove items from their pockets before laundry service. The choice depends on the context and the level of formality desired. The phrase provided in the article is "Could you please remove/clear out everything from the pockets of your clothes?" which is a polite and professional way to communicate this request.
好了，
练习是对学习最好巩固，
希望大家都能认真对待。
今天的分享就到这里。
我是龚老师，
我们下期再见！
