-
Standards Training
For
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F
LOOR SUPERVISOR
T
ABLE OF
C
ONTENTS
F
LOOR
SUPERVISOR
/H
OUSEKEEPING
T
OPIC
P
AGE
#
TRAINING
CHECKLIST
SECTION 1 - CORE
STANDARDS
Core Standards
Defined
Golden Rule
Service Culture Standards
Four Seasons Core Standards
for Guest Room Initial Service
Four Seasons Core Standards for Guest
Room daily Service
Four
Seasons Core standards for Guest Room Evening
Service
Four Seasons Core
standards for Housekeeping/Maintenance Request
Four Seasons Core Standards
for Problem Resolution
SECTION 2 - SEQUENCE OF
SERVICE
Sequence
of Service Defined
Sequence
for Inspecting a Check-Out/ Vacant Room
SECTION 3 -
HOW
TO’S
How To’s
Defined
Do’s &
Don’ts
How To’s
for Inspecting a Check Out/Vacant Room
Additional How
To’s
SECTION 4
–
TRAINING RESOURCES
Insert all items that would
be an appendices and include:
1.
Hotel Floor
Diagrams
2.
Pictures of amenity placement
3.
Housekeeping
report
4.
Safety
checklist for Housekeeping
5.
MSDS
Compliance
6.
Bloodborne Pathogens
7.
Computer
application training
8.
Hotel Facts
9.
Standards Test
1
7
8
8
9
11
13
15
16
19
20
23
24
25
32
T
RAINING
C
HECKLIST
FLOOR SUPERVISOR
Name:
Hire Date:
Completion Date:
Trainer:
A trainer or manager will teach you the
tasks and responsibilities of your position. As
you learn
each of the items below,
place your initials and date. This is an
indication that you have been
shown how
to perform the task and have had the opportunity
to demonstrate your abilities. If at
any time you are uncertain or are
uncomfortable on how to perform any of the tasks,
it is your
responsibility to inform
your trainer. It is our commitment to provide you
with the necessary tools
and skills for
you to be successful in your new position.
Task and
Responsibilities
Section 1 - Core
Standards
Core Standards
Defined
Service Culture Standards
Core Standards for Guest Room Initial
Condition
Core Standards for Guest Room
Daily Service
Core Standards for Guest
Room Evening Service
Core Standards for
Problem Resolution
Date
Trainee
Trainer
Section 2 -
Sequence of Service
Sequence
of Service Defined
Sequence of Service
for Inspecting a Check out/Vacant Room
Section 3 -
How
To’s
How
To’s
Defined
Do’s and
Don’ts
How To’s for
Inspecting a Check
-Out/Vacant Room
Enter the guest room
Start
from entrance
–
move around
the room
Inspect the room for
maintenance
Task and Responsibilities
Inspect trash bins
Inspect
bed making/under bed
Inspect dusting
Inspect night stand closest to bathroom
?
Clock radio
–
set alarm to 12pm/radio at
92.5
Night set closest to desk:
?
Telephone/notepad/pencil/Inspect for
cleanliness
Move clockwise to inspect
?
Furniture/check
drawer liners
?
Lamps/bulb wattage is 100 watts/light
switches
?
Windows/check plants in suites
?
Second
telephone (desk)
?
Desk/chairs
?
Pictures (frames/glass)
?
Armoire (top
right drawer
–
turndown
tray)
?
Television/CD
?
Drawers (Bottom left drawer
–
2 laundry bags/dockets)
Inspect closet
?
Shelves
?
Walls (Shoe horn, Clothes brush
?
Mirrors
?
Hangers (7
male, 2 satin, 5 female)
?
Safe
–
safe
drawer
?
(Bed
spread Bag/shopping bag)
Inspect Mini-
bar
?
Coffee
Maker/Kettle/Mugs/Amenity Box
?
Ice
Bucket/Glasses
Inspect Bathroom
?
Walls/door
?
Tub
?
Sink Basin,
shower, toilet
?
High dusting of bathroom
?
Mirror/Shaving
Mirror
?
Floor
Inspect amenities, supplies, towels and
robes placement
Inspect vacuuming
Quality check of room
Update
status on phone
Update worksheet
Exit room and secure door
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Date
Trainee
Trainer
Additional How
To’s
Inspecting an Occupied
Room
Special Service Time
Handling Lost and Found
Telephone Etiquette
Disclosure of Information to the
Public/Media
Interacting with a Guest
Handling a Challenging Guest Request
Proper Behavior for all Staff
The Top 10 Ways to Avoid Saying
“No”
Section 4
–
Training
Resources
Insert all items
that would be an appendices and include:
Hotel Floor Diagrams
Pictures of amenity placements
Housekeeping Report
Safety
Checklist for Housekeeping
MSDS
Compliance
Bloodborne Pathogens
Computer Application Training
Hotel Facts
Complaint
Handling
Standards Test
Trainer Comments:
Trainee Comments:
I agree that I
have been taught all of the items listed on the
Training Checklist and will to the best
of my ability perform each task
according to Four Seasons policies and procedures.
Trainee Signature
Date
Trainer
Signature
Date
Manager
Signature
Date
S
ECTION
1
C
ORE
S
TANDARDS
C
ORE
S
TANDARDS
D
EFINED
Our working definition of
Core Standards of Guest
Service
is the
minimum level
of service
that
every guest
will receive from the moment a guest interacts or
makes a request with an employee,
until
the interaction or request is completed. All
guests will receive these service Core Standards,
regardless of:
?
what the guest
requests
?
the
time of day
?
any staffing, personnel or personal
problems.
1.
UNDERSTAND
that:
a)
If you are not directly
serving a guest, then you are assisting the person
who is
serving the guest.
b)
Core Standards of Guest
Service
are non-negotiable.
c)
The only person who can
change our
Core Standards of Guest
Service
is the guest
-
not
the manager, or any
employee.
d)
The
Core Standards of Guest
Service
are based on the concept and
the goals of the
Department, the Hotel
and the Company.
e)
Implementation of these
Core
Standards of Guest Service
is necessary
for our
success and must be achieved
1OO% of the time, for 1OO% of our guests.
2.
REMEMBER
that:
a)
Core Standards of Guest
Service
are written to ensure that we
consistently meet the
guest’s needs,
and not the employee’s needs.
c)
If you have a
better way to meet ou
r guests’ needs,
you can change a
Core Standard
of Guest Service
by
presenting your idea to your manager. If the
change is approved,
all employees will
be informed of the change.
When each
employee consistently works by the Golden Rule, a
foundation is set to successfully
accomplish all Service Culture and Core
Standards.
G
OLDEN
R
ULE
In all our interactions with our
guests, customers, business associates and
colleagues, we seek to
deal with others
as we would have them deal with us.
S
ERVICE
C
ULTURE
S
TANDARDS
All Staff should follow our
S.E.R.V.I.C.E.
Cultural
Standards
S
MILE
Employees will actively greet guests,
SMILE, and speak clearly in
a friendly
manner.
Employees will make
EYE contact, even in passing, with an
acknowledgement.
All staff will create a sense of
RECOGNITION by using the guest's
name,
when known, in a natural and discreet manner.
Staff will speak to guests
in an attentive, natural and courteous
manner, avoiding pretension and in a
clear VOICE.
All guest
contact staff will be well INFORMED about their
hotel,
their product, will take
ownership of simple requests, and not refer
guests elsewhere.
Staff will always appear CLEAN, crisp,
well groomed and well
fitted.
EVERYONE, everywhere, all
the time show their care to our
guests.
E
YE
R
ECOGNITION
V
OICE
I
NFORMED
C
LEAN
E
VERYONE
F
OUR
S
EASONS
C
ORE
S
TANDARDS
FOR GUEST ROOM
I
NITIAL CONDITION
Mission: To create a sense of welcome,
comfort and outstanding hygiene
1.
The guest room door will
be free of scuffs, marks and nicks
2.
Door locks will function smoothly, and
will be in excellent condition
3.
Carpeting/flooring throughout the room
will be in very good condition, free of visible
wear
and loose seams and threads; and
will be completely free of debris and stain
4.
Walls, woodwork and
ceilings will be in very good condition, free of
nicks, marks and soil
5.
Furniture will be in very good
condition, free of visible wear, and will be
completely free of
debris and stain
6.
Windows and glass doors
will be completely clean inside, including sills
and frames
7.
Windows and
glass doors will operate smoothly and easily, and
lock securely
8.
All
surfaces, fixtures and equipment throughout the
room will be free of any debris, film,
buildup, or dust
9.
All shelves and drawers throughout the
room will be completely free of dust and debris
10.
Beds will present a
plush and comfortable appearance, with extra
pillows (4 on king bed, 2
on double
beds)
11.
All bedding
materials will be in excellent condition, free of
wear and any debris, hair or stain
whatsoever
12.
Entire room is fresh and odor-free and
gives an impression of good ventilation
13.
Temperature controls are
simple to use and have quick effectiveness in
changing room
temperature
14.
Room collateral will
include Four Seasons directory, Guest Services
directory, guest
stationery, jogging
map, guest questionnaire and room service menu,
all in excellent
condition
15.
Instructions for
telephone, voice mail, and frequently used hotel
extensions will be provided
16.
Periodicals will include at least Four
Seasons (Regent) magazine and a popular local
magazine, all current issues and in
excellent condition
17.
Televisions and radios will be in good,
clean condition, function conveniently (including
remotes), and TV channel directory will
be prominently available
18.
Lighting will provide
superior reading illumination at the bed, desk,
and chairs/sofas
19.
Mirrors
throughout the room will be spotlessly clean, and
in excellent repair
20.
Bathroom fixtures will be spotlessly
clean, free of hair, damage and discoloration
21.
Towels and robes will be
in excellent condition, fluffy and absorbent and
color-consistent
22.
Drains
will function smoothly and drain quickly
23.
Taps will function
smoothly and provide for firm water pressure in
all fixtures
24.
Grout and
caulk will be in excellent repair, and will not
show any discoloration
25.
Lighted shaving mirrors will be
installed in each bathroom, and general bathroom
illumination will be superior for make-
up purposes
26.
The bathroom
amenities will be invitingly and conveniently
displayed
27.
28.
A night light or under-counter vanity
light will be provided in all bathrooms. All rooms
will
have a CD player, with additional
CDs available through the Concierge
All
guest rooms to have high speed internet access
with appropriate connection cable.
Why:
F
OUR SEASONS
CORE STANDARDS
FOR GUEST
ROOM DAILY SERVICE
Mission: To maintain a sense of
welcome, comfort and outstanding hygiene. When
meeting
guests, to provide a sense of
respect and discretion.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
Staff will
actively greet guests, smile, make eye contact and
speak clearly in a friendly
manner
All guest contact staff will be able to
answer basic questions about the property, will
take
ownership of simple requests, and
not simply refer guests elsewhere
All
staff, even in passing will engage guests with a
smile, eye contact and acknowledgment
Staff will create a sense of
recognition by using the guest’s name, when known,
in a natural
and discreet manner
Staff will speak to guests in an
attentive, natural and courteous manner, avoiding
pretension
Staff will always appear
clean, crisp, polished, and well fitted
In the case of Do Not Disturb sign,
guests will not be contacted until after 2pm, at
which
time, a phone call will be placed
to the r
oom by a supervisor to
determine the guest’s needs;
if the
phone is not answered, the room will be serviced.
The room’s furnishings will be returned
to their original position. Hotel sponsored
collateral, if moved by the guest, will
be neatly arranged where the guest has placed it.
Guest clothing which is on the bed or
floor will be neatly folded and placed on the bed
or
chair - guest clothing left on other
furniture will be neatly folded and left in place;
shoes will
be paired
Newspapers and periodicals will be
neatly stacked and left on a table, shelf, or rack
in plain
view; guest’s personal papers
will not be disturbed in any way
Carpeting/flooring throughout the room
will be in very good condition, free of visible
wear
and loose seams and threads; and
will be completely free of debris and stain
All surfaces, fixtures and equipment
throughout the room will be free of any debris,
film,
buildup, or dust; ashtrays
emptied
All bedding materials will be
in excellent condition, free of wear and any
debris, hair or stain
whatsoever, with
fresh sheeting daily
Towels and robes
will be in excellent condition, fluffy and
absorbent and color-consistent
Guest
toiletries will be neatly arranged on a clean,
flat cloth if left on vanity. Cloths are not
required for shelves
Mirrors
throughout the room will be spotlessly clean, and
in excellent repair
Bathroom fixtures
will be spotlessly clean, free of hair, damage and
discoloration
Why
Standard 7
:
Recognizes a guest’s right to
priv
acy, and addresses the problem of
guests
inadvertently using their DND
while facilitating an opportunity for service.
Standards 8 & 17: Allow us
to return the room to impeccable condition with
each re-make without
inappropriately
disturbing personal effects and respecting the
guests desire to have certain items in
a specific location.
Room attendants should proactively
report maintenance issues in the guest rooms to
ensure they are
always in the best
possible condition.
FOUR
SEASONS CORE STANDARDS
GUEST ROOM EVENING SERVICE
Mission: To
maintain a sense of welcome, comfort and
outstanding hygiene. When meeting
guests, to provide a sense of respect
and discretion.
1.
Staff
will
actively
greet
guests,
smile,
make
eye
contact
and
speak
clearly
in
a
friendly
manner
2.
All
guest contact staff will be able to answer basic
questions about the property, will take
ownership of simple requests, and not
simply refer guests elsewhere
3.
All staff, even in passing will engage
guests with a smile, eye contact and
acknowledgment
4.
Staff will
create a sense of recognition by using the guest’s
name, when known, in a natural
and
discreet manner
5.
Staff
will speak to guests in an attentive, natural and
courteous manner, avoiding pretension
6.
Staff will always appear
clean, crisp, polished, and well fitted
7.
In the case of Do Not
Disturb sign, a card will be left inviting guests
to call for service
8.
The
rooms furnishings will be returned to their
original position. Hotel sponsored collateral,
if moved by the guest, will be neatly
arranged where the guest placed it.
9.
Guest clothing which is on the bed or
floor will be neatly folded and placed on the bed
or
chair - guest clothing left on other
furniture will be neatly folded and left in place;
shoes will
be paired
10.
Newspapers and periodicals will be
neatly stacked and left on a table or table shelf
in plain
view; guest personal papers
will not be disturbed in any way
11.
Bedspreads, when removed, are placed in
a cloth bag on the floor, or placed on a shelf or
cabinet
12.
Sheer
and black-out drapes (or shutters) will be closed
(in bedroom only - not in sitting room,
if separate)
13.
Clock angled to face the bed; TV remote
and TV directory placed bedside
14.
Turndown
tray
will
be
left
on
bed,
to
include
breakfast
menu,
laundry
bag
and
form,
shoeshine bag, and newspaper card
15.
Guest toiletries will be
neatly arranged on a clean, flat cloth if left on
vanity. Cloths are not
required on
shelves
16.
Mirrors
throughout the room will be spotlessly clean, and
in excellent repair
17.
Bathroom fixtures will be spotlessly
clean, free of hair, damage and discoloration
18.
Turndown service will be
available to begin within ten minutes after guest
specifically calls
for service
Why
Standard 7: Recognizes a guest’s right
to
privacy (and addresses the problem
of guests inadvertently
using their
DND) while facilitating an opportunity for
service.
Standards 8-18:
Allow us to return the room to impeccable
condition with each turndown without
inappropriately disturbing personal
effects and respecting the guests desire to have
certain items in
a specific location.
Standard 13: Places items
in a convenient location for the guest
Room attendants should proactively
report maintenance issues in the guest rooms to
ensure they are
always in the best
possible condition
FOUR SEASONS CORE
STANDARDS FOR
H
OUSEKEEPING
&
M
AINTENANCE
R
EQUEST
Mission: To provide
responsive and immediate service
1.
Phone service will be
highly efficient, including; answered before the
fourth ring; no hold
longer than 15
seconds; or, in the case of longer holds, call-
backs offered, then provided in
less
than three minutes
2.
Staff
on telephone will sound calm and organized, giving
the guest an unhurried impression
3.
Staff
will
actively
greet
guests,
smile,
make
eye
contact
and
speak
clearly
in
a
friendly
manner
4.
All
guest contact staff will be able to answer basic
questions about the property, will take
ownership of simple requests, and not
simply refer guests elsewhere
5.
All staff, even in passing will engage
guests with a smile, eye contact and
acknowledgment
6.
Staff will
create a sense of recognition by using the guest’s
name, when known, in a natural
and
discreet manner
7.
Staff
will speak to guests in an attentive, natural and
courteous manner, avoiding pretension
8.
Staff will always appear
clean, crisp, polished, and well fitted
9.
Routine article delivery
will occur within ten minutes from call (15
minutes in resorts)
10.
Items will be conveniently presented
and set up - any item requiring plug-in will be
set up
(or offered)
11.
All
items
will
be
presented
attractively
and
thoughtfully,
not
simply
handed
loosely
to
guests
12.
If maintenance is
requested, staff will verbally apologize for the
inconvenience, inquire bout
a
convenient time to make the repair, and complete
the repair in a timely manner.
13.
A specially printed note card will be
placed in the room advising that the repair has
occurred,
if the guest was not present
Why
Standard 10: Ensures that items such
as ironing boards, fax machines, etc., are fully
set up by the
staff and prepared for
guest use
Standard 11:
Ensures a quality presentation for delivering
small items (such as a tray, basket, etc.)
Standard
13:
Should
include
the
name
of
the
engineer,
a
brief
handwritten
explanation
of
the
specific repair, a Thank
You, and a contact number in case further
assistance, is required.
FOUR SEASONS
CORE STANDARDS FOR
PROBLEM
RESOLUTION
Mission: To make guests feel that their
satisfaction is the most important mission of all
Four
Seasons employees, including the
General Manager
1.
Phone service will be highly efficient,
including; answered before the fourth ring; no
hold
longer than 15 seconds; or, in the
case of longer holds, call-backs offered, then
provided in
less than three minutes
2.
Staff on telephone will
sound calm and organized, giving the guest an
unhurried impression
3.
During hectic or busy periods in the
lobby, when more than four guests are waiting at
the
concierge or reception, a
supervisor or facilitator will be on duty to greet
guests and offer
expedited service
4.
In
the
event
of
a
specific
complaint,
the
employee
receiving
it
will
listen
carefully,
sympathetically, apologize and advise
the guest what actions will be taken, and when
5.
If a problem involves a
response by others employees, all details will be
carefully relayed,
so that it is never
necessary for the guest to repeat himself
6.
Managers are involved in
each complaint to ensure satisfaction and
completion.
7.
If a room is
not ready for an arriving guest, they will be
advised accurately of the estimated
time
8.
In room-
not-ready situations, guests may be offered a
pager
or
local-only
cell
phone
to
advise them when it becomes ready, and
the luggage will be waiting for them in the room
9.
If a room is not ready
for a guest arriving BEFORE the published check-in
time, they will
be escorted to a
comfortable lounge or restaurant and offered
changing facilities and luggage
storage.
10.
If a
room is not ready for a guest arriving AFTER the
published check-in time, they will be
offered
the
option
to
take
advantage
of
luggage
storage,
changing
facilities
and
or
comfortable lounge/restaurant seating.
Escort is provided to the preferred facility. A
specific
time
regarding
room
availability
is
communicated.
At
a
minimum,
a
complimentary
beverage is offered. The escorting
staff will communicate directly with the server.
11.
If
guests
experience
food
quality
problem,
the
offending
dish
will
be
immediately
substituted, and
there will be no cost for the item
12.
All guests who have experienced any
kind of serious problem will receive a note of
apology
and/or a telephone call from
the highest level manager available, with specific
reference to
the situation
13.
Staff
will
actively
greet
guests,
smile,
make
eye
contact
and
speak
clearly
in
a
friendly
manner
14.
Staff
will create a sense of recognition by using the
guest’s name, when known, in a natural
and discreet manner
15.
Staff will speak to guests in an
attentive, natural and courteous manner, avoiding
pretension
16.
Staff will
always appear clean, crisp, polished, and well
fitted
Why:
Standard 4: Staff should always
establish a climate in which a guest can feel
comfortable enough to
complain or give
feedback while giving the impression they care
about resolving the problem.
All managers and employees should be
aware of the 6 Step Complaint Handling Process to
facilitate
satisfactory resolution:
1.
Listen Actively
2.
Empathize
3.
Ask Questions
4.
Offer Solutions
5.
Follow-up with fellow employees and the
guest
6.
Tell a Manager up
the line
Standards 5, 6 and
12: Emphasize that staff take ownership of a
problem, communicate clearly to
other
employees to avoid repeating the same situation
or worse, and to eliminate the possibility the
guest
will
be
further
inconvenienced
by
reliving
the
problem
and
retelling
the
story
to
every
employee
they
meet.
Involving
a
manager
reassures
the
guest
the
hotel
takes
their
issue
very
seriously and creates
an opportunity for swift resolution
Staff should always establish a climate
in which a guest can feel comfortable enough to
complain
or give feedback while giving
the impression that they care about resolving the
problem.
Standard 5
emphasizes that staff take ownership of a problem,
and communicate clear to others to
avoid a repeat of the same situation or
worse.
Standards
7-10:
In
room-
not-ready
situations
receptionists
must
still
immediately
set
the
guest at
ease and convey the sense
Consistent
with our normal check-in process, the guests must
be confident their personal
wishes and
needs have been anticipated and will be met to the
extent possible. In the interim,
the
steps provided ensure their wait will be as
comfortable as possible.
Standard 11
:
Ensures a guest will never be
challenged on subjective taste even if the dish
may
appear to be fine.
S
ECTION
2
S
EQUENCE OF
S
ERVICE
S
EQUENCE OF
S
ERVICE
D
EFINED
Our working definition of
Sequence of Service/Task
is the specific order
that
service will be given
to every guest,
or tasks will be completed. Each sequence is
created to consistently meet the Core
Standards and to ensure efficient and
effective service or completion of tasks. All
guests will
receive the Sequence of
Service/Tasks, regardless of:
?
what the guest
requests
?
the
time of day
?
any staffing, personnel or personal
problems.
1.
UNDERSTAND
that:
a)
If you are not directly
serving a guest, then you are assisting the person
who is
serving the guest.
b)
The
Sequence
of Service
is non-negotiable.
c)
The only
person who can change the
Sequence of
Service
is the guest -
not
the
manager,
or any employee.
d)
The
Sequence of
Service
is based on the concept and the
goals of the Department,
the Hotel and
the Company.
e)
Implementation of
Sequence
of Service
is necessary for our
success, and must be
achieved 1OO% of
the time, for 1OO% of our guests.
2.
REMEMBER
that:
a)
A
Sequence of Service
is written to ensure that we
consistently meet the guest’s
needs,
and not the employee’s needs.
b)
If you have a
better way to meet
our guests’ needs,
you can change a
Sequence of
Service
by presenting your
idea to your manager. If the change is approved,
all
employees will be informed of the
change.
S
EQUENCE OF
S
ERVICE
F
OR INSPECTING A CHECK
-
OUT
/
VACANT
ROOM
Action of
Sequence
1. Enter the guest room
2. Start from entrance
–
move around the room
3. Inspect for maintenance/inspect
thermostat 70°
f(S) 68°
f (W)
4. Inspect trash bins
5.
Inspect bed making/under bed.
6.
Inspect dusting
7. Inspect night stand
closest to bathroom
?
Clock radio
–
set
alarm to 12pm/radio at 92.5
Night
set closest to desk:
?
Telephone/notepad/pencil/Inspect for
cleanliness
8. Move clockwise to
inspect
?
Furniture/check drawer liners
?
Lamps/bulb
wattage is 100 watts/light switches
?
Windows/check
plants in suites
?
Second telephone (desk)
?
Desk
?
Pictures
(frames/glass)
?
Armoire (top right drawer
–
turndown tray)
?
Television
?
Drawers (Bottom
left drawer
–
2 laundry
bags/dockets)
9. Inspect closet
?
Shelves
?
Walls (Shoe
horn, Clothes brush)
?
Mirrors
?
Hangers (7 male, 2 satin, 5 female)
?
Safe
?
Safe drawer
(bedspread bag/shopping bag
10. Inspect
Mini-bar
?
Coffee Maker/Kettle/mugs/amenity
?
Box/Ice
bucket/glasses
11. Inspect Bathroom:
?
Walls/door
?
Tub
?
Sink basin,
shower and toilet
?
High dusting of bathroom
?
Mirror/Shaving
Mirror
?
Floor
12. Inspect amenities, supplies, towels
and robes placement
13. Inspect
vacuuming
Check
14.
Quality check of room
15. Update status
on phone
16. Update worksheet
17. Exit room and secure door
-
-
-
-
-
-
-
-
-
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