1、课首签到（Log in）
请同学们到讨论区语音签到。
2、What are the responsibilities of the engineering department?
3. A. Procedure of Service服务流程
For the housekeeper
Greet the guest.
Patiently and carefully listen to what the guest says
Say“ sorry”or“ apologize” to the guest
Get the room number from the guest
Tell the guest what will be done at once
Inform the repairman to repair at once.
Check what has been made by the repairman
For the repairman
Knock at the door, saying " Maintenance. May I come in?
Say "sorry to the guest and ask the guest about the problem in details
Check and repair.
Tell the guest that everything is all right.
Extend the wishes to the guest.
Report the Front Desk.
B.Points of Service Language 服务语言要点
1. Polite expressions礼貌用语
Thank you for what you' ve said.
谢谢您告诉我这一切。
Thank you for bringing the problems to our attention.
感谢您提出问题让我们注意。
Not at all. I wish you a good night.
不用谢。祝您度过一个美好的夜晚。
2. Asking what' s wrong询问什么坏了
What s the trouble, sir?
What's the matter, sir?
May I know what's wrong, sIr?
有什么问题吗，先生?
Any other problems?
还有别的问题吗?
3. Telling the facilities are wrong告知设施坏了
There's something wrong with the shower head and washbasin faucet
淋浴头及水盆上的水龙头都坏了。
The color TV doesn't give clear picture.
房间的电视图像不清楚。
The shower head is clogged. The toilet can't flush. The washbasin faucet can’t be turned off
花洒堵住了，马桶不冲水，拧不动水盆上的水龙头。
The faucet keeps dripping.
水龙头不停地滴水。
The drain of the bathtub is clogged as well
浴缸的排水孔堵住了。
There's something wrong with the air-conditioner.
空调坏了。
4. Repairing 修理
I've come to repair the facilities in the bathroom. Can you please tell me what the trouble is in detail?
我是来维修卫生间设施的，请您详细地告诉我什么坏了，好吗?
Everything is all right, sir. You can use the bathroom now, sir
修好了，先生。您现在可以用卫生间了。
C: Skill Points技能要点
For the repairman维修人员
After checking, if you think the problem can't be solved in a short period of time, you have to inform the Housekeeping Department (or the Front Desk) to take other measures
检查完毕，如果你认为问题不能在短时间内解决，要通知客房部(或前台)采取其他措施。
Ⅳ.Service Scenarios
Repairing the Bathroom Facilities 实训项目 修理卫生间设备
Task of Service Practice实训任务
The shower head is clogged. The toilet can't flush The guest can't turn off the faucet above the washbasin
花洒堵住了，马桶不能冲水，水池上的水龙头拧不动。
Everything in the bathroom is OK in fifteen minutes and the repairman Xiao Jun tells the guest that he can use the bathroom now
15分钟内卫生间修好了，维修员肖君告诉客人现在卫生间可以用了
An electrician from the Maintenance Department will come to the room to repair the TV at 9: 30 the next morning.
明天上午9:30，维修部的电工来客人房间修理电视机。
4. Model of Service Practice 实训对照
