旅游管理专业课程教学电子教案Chapter 8_ Management of

单击此处编辑母版标题样式,第二级,第三级,第四级,第五级,35,旅游管理专业课程教学电子教案,T,he Management of Front Office and Guest Room,Instructor: Tang Shuzhuan,List,Chapter 1:Description of Front Office,Chapter 2:Management of Reservation,Chapter 3:Management of Concierge Service,Chapter 4: Reception of General Service Desk and Cashing Management,Chapter 5: Sales Management of General Service Desk,Chapter 7: Management of Guest Relation,Chapter 8: Management of House keeping department,Chapter 9: Management system of housekeeping,Chapter10: Prospect for Careers in Tourism and Lodging Industry,Chapter,6: Information Communication of General,Service Desk,Chapter 8: Management of Housekeeping Department,Offering In-room service,A=Room Attendant G=Guest,A: Good afternoon, sir. Welcome to our hotel. Im a room attendant here. Ill show you to your room now. What is your room number? Could I have a look at your room number card?,G: Certainly. My room number is 2306.,A: All right. Come this way, please. May I help you with your luggage?,G: It is very kind of you.,A: Here is Room 2306. May I have your key?,G: Sure. Here it is.,A: Ive opened the door. After you, please.,Chapter 8: Management of Housekeeping Department,G: Thanks.,A: Let me turn on the lights and put the luggage in the closet.,G: Thank you.,A: This room has a view of the west Lake. Do you like it?,G: Yes. It is beautiful. I like the view. How nice the room looks!,A: You must be tired after a long journey, sir. Sit down please and have a rest. Shall I make tea for you?,Chapter 8: Management of Housekeeping Department,G: Oh, you are so considerate. By the way, what is my telephone number?,A: The extension number is just the same as your room number.,G: Oh, I see.,A: Is there anything else I can do for you?,G: No, everything is fine. If I need your help, I will call you. Thank you very much.,A: You are welcome. Enjoy your stay with us. See you later.,Chapter 8: Management of Housekeeping Department,Pre-reading questions:,1. What , in your opinion, should be the responsibility of the housekeeping department?,2. What features does the work of the housekeeping department have?,3. What are the necessary skills required for staff working to the housekeeping department?,Chapter 8: Management of Housekeeping Department,Lesson1 The task of Housekeeping Department,Lesson2 The features of Housekeeping Department,Lesson3 The management structure in Housekeeping Department,Lesson4 The style and equipment of guest rooms,Lesson5 Hygiene Management of Guest Rooms,L,esson6 Some special guest rooms,While the main task of front office is selling hotel service, the housekeeping department is charged with maintaining guestrooms and public space in satisfactory conditions.,1、The task of Housekeeping Department,Work will generally include the tasks of bed making, vacuuming, dusting and bathroom cleaning.,As this department offers the majority of service during guests stay in the hotel, its service will be judged as the quality of the hotel,.,Housekeeping department demonstrates unique features, as will be deliberated as follows:,The service process is complex and complicated.,Its work is more of casual natural.,Its service and cost is often out of control.,2、 The features of Housekeeping Department,3、,The management structure in Housekeeping Department,Straight functional management is usually adopted.,Guestroom center will be responsible for the overall controlling of its service to guests by displaying the condition of guestrooms.,Room unit provides indoor service.,The work of housekeeping is mainly about cleaning the public areas.,Laundry unit takes care of the laundry of all the sheets and guests clothes.,Skill training,Bed making,Vacuuming,Dusting,Window and mirror cleaning,Bathroom cleaning,Useful Expressions,Housekeeping. May I come in?,Would you mind me making up the room now?,May I do the turn-down service for you?,Im sorry to disturb you, but we would to clean the room.,For detailed information, you can refer to the service directory.,Please contact us if you have any problem, sir. Well do our best to help you.,Im always at your service.,4、The style and equipment of guest rooms,一、The style of guest rooms,Single Room,Single Room,，,Single Bed,Single Room,，,Double Bed,Single Room, Sofa Bed,Double Room,Double Room,，,Double Bed,Double Room,，,Twin Beds -Standard Room,Triple Room,Suite,Suite,Deluxe Suite,海南博鳌金海岸温泉大酒店：豪华套房,Duplex Suite,Studio Type,Presidential Suite,：,usually consist of more than 5 rooms. The president and his wife separate bedroom,and they have their own bathroom,.,The bedroom has King Size and Queen Size,.,Furthermore,，,there are living room, study, conference rooms, suite rooms, guard rooms, restaurant, kitchen and so on in Presidential Suite,.,伯瓷酒店总统套房:面积780平方米，房价18000美元/晚,5、Hygiene Management of Guest Rooms,Hygiene is the first important job in housekeeping department, as one manager working for MGM put it “your guest will not patronize your hotel unless your guestroom are well decorated with fresh air and spotless and polished furniture”.,Cleaning may vary according to the room conditions, brief cleaning for vacant rooms, general cleaning for occupancies, and complete cleaning for leaving rooms.,All the cleaning shall be carried out strictly in line of cleaning procedures and requirements taught during training.,Examination is a must to guarantee hygiene standard with effective examination procedures and regulations.,Self- examination,Overall examination,Selective examination,Besides guests views and feedbacks are valued.,（二）,Expression of room type,SW/OB,：,Single Without Bath,SW/Shower,：,Single Room With,ShowerSWB,：,Single Room With Bath,DW/OB,：,Double Room Without Bath,DW/Shower,：,Double Room With Shower,DWB,：,Double Room With Bath,二、Equipment,5 function area ：,Sleeping area,Washing area,Living area,Working area,Storing area,三、Design and decoration,（一）、Principles of living room,Safe,Healthy,Comfortable,Practical,Beautiful,（二）,Principles of washing room,Spacious,Bright,Comfortable,Healthy,Easy,Practical,Safe,6、,Some special guest rooms,一、Female guest room,二、Children guest room,三、Healthy guest room,四、Theme guest room,五、Apartment hotel guest room,Talk about your opinion about special guest room in hotel.,What are the principles of design guest room?,How to design washing room?,Discussion,：,Female can receive man?,Ask and answer,