课程门户-章节详情

王瀚君

1 Part Ⅰ Front Office 前厅部
- 1.1 Intoduction to the Front Office Department
2 Room Reservations 客房预订
- 2.1 Room Reservations
3 At the Reception Desk 在接待处
- 3.1 At the Reception Desk (Ⅰ)
- 3.2 At the Reception Desk (Ⅱ)
4 Concierge 礼宾部
- 4.1 Concierge Service (Ⅰ)
- 4.2 Concierge Service (Ⅱ)
5 The Business Center and General Switchboard 商务中心和电话总机
- 5.1 The Business Center
- 5.2 The General Switchboard
6 The Cashier 收银
- 6.1 At the Cashier (Ⅰ)
- 6.2 At the Cashier (Ⅱ)
7 Settling Guests’Complaints 处理客人投诉
- 7.1 Changing a Room
- 7.2 A Complaint about Something Lost
8 Part Ⅱ The Housekeeping Department 客房部
- 8.1 Intoduction to the Housekeeping Department
9 Guiding the Guests to Their Rooms 引客进房
- 9.1 Recognizing the Guests
- 9.2 Introducing Facilities in Guest Room
10 Chamber Service 客房服务
- 10.1 Making up the Room
- 10.2 The Turn-down Service
11 Personalized Services 个性化服务
- 11.1 Room Service
- 11.2 Baby-sitting Service
12 Laundry Service 洗衣服务
- 12.1 Explain How to Get the Service
- 12.2 About the Laundry Damage
13 Miscellaneous Services 多项服务
- 13.1 Opening the door with the duplicate key
- 13.2 Dealing with Emergency
14 Wake-up Call Service 唤醒服务
- 14.1 Explaining Time Differences
- 14.2 Leaving the hotel
15 The Maintenance Service in the Guest Rooms 客房内各类维修服务
- 15.1 第一课时
- 15.2 第二课时
16 Part Ⅲ Food and Beverage Department 餐饮部
- 16.1 Introduction to the F&B Department
17 At the Bar
- 17.1 The Cocktails
- 17.2 Chinese and Foreign Wines
18 Seating the Diners
- 18.1 A Reservation Call
- 18.2 Receiving the Diners
19 Taking the Orders
- 19.1 Helping to Order Dishes
- 19.2 Ordering the Wines
20 Chinese and Western Cuisines
- 20.1 Chinese Cuisine
- 20.2 Western Cuisine
21 Serving Dishes
- 21.1 Normal Service for Chinese Banquet
- 21.2 Room Service
22 Banquet and Party
- 22.1 Chinese Banquet
- 22.2 Chinese Birthday Party
23 Ways of Paying
- 23.1 新建课程目录
- 23.2 新建课程目录
24 第一单元
- 24.1 第一课时
- 24.2 第二课时
- 24.3 第三课时
- 24.4 第四课时
- 24.5 第五课时
25 第一单元
- 25.1 第一课时
- 25.2 第二课时
- 25.3 第三课时
- 25.4 第四课时
- 25.5 第五课时

About the Laundry Damage

1 视频
2 对话

【Introduction】

When we offer laundry service to the guests, we may meet with many kinds of situation. Then we should deal with it accordingly. This class we will learn some other dialogues about laundry service.

【New lessons】

12-3 Filling in the Laundry Lists

Guest(G): I am Mr. Sheraton, Room 808.

Housekeeping(H): What can I do for you?

G: Yes. I would like to have these clothes cleaned.

H: What kind of clothes? And how would you like it cleaned?

G: A skirt and a pair of slacks. The skirt got wet when I was wearing it in the rain. It needs pressing again.

H: In this case, the skirt needs to be dry-cleaned.

G: There are a few spots on the slacks. Is it possible tohave them washed and then pressed?

H: I will ask the dry-cleaner to clean up the spots and have it well pressed.

G: That is great.

H: Put the skirt in the red bag, and the slacks in the blue bag. Would you please fill out the laundry lists for washing and dry-cleaning, then put the lists in the bags respectively?

G: What are the lists for?

H: Write down the name of the item here, and the time you wish to get your cleaning back here.

G: OK. I need them tomorrow morning, that is, eh, Sept.6.

H: Thank you. These forms serve as a reminder for both the cleaner and the laundryman and as a record of the laundry fee incurred.

12-4 A Laundry Damage

Laundrywoman(L): Laundry service. May I come in?

Guest(G): Yes. Please come in.

L: I have brought up the clothes you wants us to clean. But I am awfully sorry that there is a little laundry damage. Your silk dress was a little bit burnt due to overheating of the iron. We do apologize for this.

G: Oh, my God! Let me have a look at it. Alas, this is a new dress. I just bought it in the Friendship Store. It cost me quite a lot. 800 Yuan! Have you got a policy dealing with this problem?

L: According to the hotel policies, we should pay for the damage, but the indemnity should not exceed 10 times the laundry charge. I hope you understand us.

G: What is the laundry charge?

L: 35 Yuan. It is on the laundry list.

G: 35 Yuan? That is to say I can only get 350 Yuan for compensation. That is unfair.

L: I am sorry. It is regulation.

G: Should there be at least 500 Yuan?

L: In this case, I get the manager to take care of the issue. Sorry to have caused you so much trouble.

【Conclusion】

Laundry service is an important service in the Housekeeping Department. As the staff of this department

we should be familiar with this job.

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