Unit 7 Housekeeping Services

Unit 7 Housekeeping Services

Topic 1: Room Service

Background Information

Every hotel supplies room service. Usually, there is a Room Service Center in the hotel. If you need room service, you can dial the number of the room service center. Room service is 24 hours available for the guests. Most room service orders are given by telephone. The telephone is therefore the first point of contact with room service staff and good telephone technique is vital in creating all important favorable first impression.



The person answering the telephone must have a good knowledge of the menu and a professional telephone manner. Furthermore, the telephone must be answered very quickly. The benchmark for a five-star hotel is no more than three rings before it is answered.


Situational Dialogue

Mr. White calls Room Service for their dinner. (A: Waiter B: Mr. White)A:Good afternoon. Room Service. Can I help you?B:This is room 310. I’d like to order dinner. A:What would you like, sir?B:Four beef curry and rice, a salad, two bottles of beer and some fruits. And could you send it up for us please?A:Yes, of course. Your order will be ready for about 10 minutes, sir. Is that all right?



B:Yes. By the way, could you also bring me today’s newspaper?A:Of course, sir. (10 minutes later)A:This is Room Service. May I come in?B:Sure, come in please.A:Here is your dinner, sir. Where shall I put the tray?B:You can leave it on the writing desk. A:And this is today’s newspaper. Here you are. B:Thank you. A:It’s my pleasure. Well, could you sign here, please?B:I have no pen with me. Can I use yours?



A:Certainly, sir. Here you are. (Mr. White signs the bill.)B:By the way, what should we do with the dishes when we finish eating?A:You may just leave them in the room or put them outside your door. We’ll take care of it. B:I see. Thank you. A:Not at all. Please enjoy your meal. B:I will. It looks good.


Vocabulary

curry 咖喱dishes 餐具sign 签名，签署


Notes

1.send…up 送来Eg. Could you send the hairdryer up for me please? 你能把吹风机给我送来吗？2.be ready for… 准备好Eg. Your meal will be ready for 20 minutes. 您点的餐 20分钟就好。


Useful Sentences

For a waitress1.Shall I open the wine, sir? 先生，要我把酒打开吗？2.Shall I serve the soup, sir? 要我给您送汤吗，先生？3.Would you like to sign the bill, please, sir? 先生，请您签一下账单，好吗？4.Your food should be with you in twenty minutes, sir.先生，您的菜 20分钟可以送到。5.Your food should be ready in about half an hour, sir. 先生，您的菜半个小时就好。


Useful Sentences

6.You can just leave the trolley outside the door, sir. 先生，您把餐车放到门外就行了。7.You should get your food in about fifteen minutes, madam. 夫人，您点的餐 15分钟就好。8.Shall I serve the food now or leave it in the hot cupboard? 要我现在就把菜端出来，还是把它们放在保温柜里？9.Would you care to ring room service when you have finished your meal, sir? 先生，请您用完餐之后给客房服务部打电话好吗？


Useful Sentences

For a tourist1.When will it be here? 什么时候送到这里 ?2.How long will that be, please? 请问要多长时间？3.You can serve it now. 你现在可以把菜端出来了。4.Can you put it on the table over there? 把它放在那边的桌上好吗？5.Could you do me a steak sandwich, please? 能给我一份牛排三明治吗？


Useful Sentences

6.Could you send up a club sandwich, please? 能送一份总会三明治到我房间吗？7.Can you bring me up a plate of lamb curry, please? 请给我送一盘咖喱羊肉好吗？8.Just put it over there in front of the TV, please. 请你把它放在电视机前面就行了。


Exercises

1. Complete the following dialogue according to the Chinese in brackets and then read it in roles.John Smith calls Room Service for supper.(A: Waitress B: John Smith)A:Hello, Room Service. What can I do for you?B:Yes. I’d like to have something for supper. A:Well, ___________________________(您晚饭想要点什么？ )B:I’d like, let me see, one tomato soup, one grilled sausage and one veal steak.


Exercises

A:OK. One tomato soup, one grilled sausage and one veal steak. ________________ (您还想要点喝的吗？ )B:No, thank you. That’s all. A:Thank you, sir. _____________________________(能告诉我您的姓名和房间号吗？ )B:John Smith, Room 423.A:John Smith, and Room 423. Is that correct?B:Yes. By the way, ____________________________(能让人把我点的菜送到房间吗？ )A:Of course, sir. _____________________________(您点的菜 10分钟就好。 )


Knowledge Links

2. Role Play. Make up a dialogue based on the following information and role-play it to the class.


Knowledge Links

Room ServiceRoom service is an accommodation available at many hotels where workers at the hotel bring food and other items to hotel rooms, by request of the guest and usually for extra charge.Knowing the menu and what is available is the basis for asking appropriate questions and suggesting items or accompaniments. In addition to being prepared to answer guests’ questions, associates shall be knowledgeable in asking guests certain questions about their order.


Knowledge Links

This list should be modified with other specific questions regarding the menu selections available locally. GUEST ORDER QUESTIONS TO ASKJuice Will that be large? (unless only one size is available)Egg Orders How would you like your eggs (not “it”) cooked?

a. fried; up or over b. over easy, medium, hard


Knowledge Links

c. scrambled; soft, medium, hard d. boiled or poached; in a cup or on

toast e. boiled; how long f. potatoes; if applicable g. choice of breads; if applicable

Breakfast Steak How would you like your steak prepared?

a. rare b. medium c. well


Knowledge Links

Bacon or Sausage Would you like bacon or sausage? (if choice is available)Breads Would you like biscuits, croissants, toast, or muffins? (if choice is available)Soup a. Cup or bowl? b. Soup of day or the listed menu selection?Seafood/Fish Tartar or cocktail sauce?Potatoes Baked or French fried? (when both offered)Salad Choice of dressing?

Topic 2: Room Changing


When a guest comes to you and wants to change his room, you should ask for his reason about changing the room first of all. Generally, reasons about changing a room are as follows:(1) facilities problem or facilities breakdown;(2) a big noise near or around his room;(3) the guest is not satisfied with the view around his room;(4) a long distance between his room and his friend’s or his workplace;



(5) the guest’s family or friends will stay in too;(6) the charge of his present room is much more to him. If the reason he wants to change room is that there are some problems about room facilities, which can be fixed right away, you should try to persuade your guest into keeping his original room.If a request for changing his room is agreed, you should inform your guest of the changing room time and the state of the room he will move into as well as telling the bellman to move the guest’s luggage.



Mr. White wants to change a room. He goes to the housekeeper. (A: Housekeeper B: Mr. White)A:Good morning. Is there anything I can do for you?B:Of course. You can help me a lot. I want to change my room.A:May I know the reason, sir?B:My neighbor kept singing and dancing all night. We were waken up in the mid-night. That’s too much for us.



A:I’m sorry to hear that. May I know your name and room number?B:I’m Mr. White, Room 310. It’s no use persuading them to stop. I must change my room, anyhow.A:I understand. What about 506? It’s of the same room rate and room type as yours. It faces the garden, peaceful and quiet.B:OK, that will do.A:Please fill out the room changing sheet.B:Here it is.



A:Would you return your room key and room card? And here is the key to Room 506, and your room card.B:Thank you.We’ve got a world of baggage.A:Don’t worry. I’ll call the bellman to take care of your baggage.B:Fine. That’s very helpful of you.A:Not at all. Sorry to have caused you so much inconvenience. Wish you a sound sleep today.


Vocabulary

housekeeper 客房部服务人员persuade 说服，劝说room rate 房价room type 房型，房间种类


Notes

1.be too much for sb. 过头，过火Eg. She’s the kind of girl who likes to hang around. That was just too much for me. 她喜欢漫无目的地闲逛，我实在受不了了。2.It’s no use doing… 做……是没用的Eg. It’s no use complaining. 抱怨是没用的。3.Sorry to have caused you so much inconvenience. 抱歉给您带来这么多的不便。


Useful Sentences

For a clerk1.Please get contact with the service counter. The clerk there will deal with room changing. 请您到服务台去办理换房手续。2.The rooms are all occupied today. It is difficult to change the room for you right away. I’ll change it for you tomorrow. Is that all right? 今天客满了，马上换房有困难。明天再给您换好吗 ?


Useful Sentences

For a tourist1.This room is too noisy. Can I move to another which is quieter? 这个房间太吵了，能否换间安静些的 ?2.This room is not in a good direction/location. May I move to another room? 这个房间朝向不好，能不能换一间 ?3.This room is rather dark. I want a brighter one, if you please. 这个房间光线太暗，如果不太麻烦你的话，我想要间亮些的。


Useful Sentences

4.My wife will come with me tonight, so I want to change the room from a single one to a double one. 今晚我妻子来，我想把单人间换成双人间。


Exercises

1. Complete the following dialogue according to the Chinese in brackets and then read it in roles.Kim is asking for changing his room.(A: Housekeeper B: Kim)A:Good morning. Housekeeping. Can I help you?B:Certainly hope so. I’m very annoyed. A:_________________________________________(有什么问题吗，先生？ )B:The air-conditioner in my room isn’t working and there’s a large pool of water on the floor under it. ____________________________(我想换一个房间。 )


Exercises

A:Oh, I’m terribly sorry. ______________________(能告诉我您的房间号吗，先生？ )B:208. A:Yes. I’ll change another room for you right away. How about Room 505? It’s very quiet and the room rate is the same as that of Room 208. B:Very well. A:Well, _______________________________(请您填一下房间更换单好吗？ )B:OK. Thank you. Here you are.


Exercises

A:Here is the key to Room 505. And the bellman will help you with your luggage. B:Thank you very much. It’s so kind of you. A:Not at all. _____________________________(很抱歉给您带来诸多不便。 )


Exercises

2. Role Play. Make up a dialogue based on the following situation and role-play it to the class.Mr. Cooper is at Golden Time Hotel. He would like to change another room, because the room he is living now does not provide free Internet access. Furthermore, the room is a little dark. You and your partner should play the role of Mr. Cooper and the housekeeper.


Knowledge Links

Housekeeping DepartmentThe housekeeping department is the backbone of a hotel. In a sense, it is possible to say that a clean and attractive guest room is the product that the hotel sells.The main duty of the housekeeping department staff is to see to the cleanliness and good order of all rooms in the hotel. The laundry and valet service and many personal services are also parts of their jobs. And they must coordinate the work closely with the front office.


Knowledge Links

This department as a whole is required to make the guest’s stays comfortable and pleasing. Any reasonable request must be fulfilled. But good service means more than fulfilling requests. Whenever and wherever possible, the staff should offer to do extra things for the guests. What is more, whenever there is an opportunity to “sell”, the staff should take it and suggest that guests use the hotel services as much as possible. They should make sure that they are really selling what the guest wants to buy.


Knowledge Links

It should be noted that the most important characteristic in the housekeeping department, and indeed throughout the hotel world, is the willingness to serve and please the guests. The housekeeping staff, such as chamber maids, housemen, supervisors and housekeepers, can do a great deal to assure a high business repeat and occupancy rate, not only through the efficiency in their jobs but also through their heartfelt warmth in serving the guests.

Topic 3: Laundry Service


Laundry service has traditionally been one of the most basic services that hotels offer their guests. In most cases hotels have 24-hour laundry service. Many hotels boast of same-day laundry service. However, during peak season laundry is not returned for three or four days! This is the cause for serious complaint, especially for short stays. Therefore, if you know there is going to be a delay, the guest should be alerted before hand.



The housekeeper comes to Mrs. White’s room to collect laundry.(A: Housekeeper B: Mrs. White)A:Housekeeping. May I come in?B:Come in, please.A:Good morning, madam. Have you any laundry? The laundryman is here to collect it. B:Oh, yes. We have put them in the laundry bag in the wardrobe.A:That’s good. And did you fill out the laundry form?



B:No, not yet. I’ll do it now.A:I see. Well, please notify in the laundry list whether you need your clothes ironed, washed, dry-cleaned or mended and also what time you want to get them back.B:OK. (After a while, Mrs. White finished the form. )B:Here you are. Oh, I don’t want these shirts starched. A:No starch, I see, madam.B:There is also a stain on my skirt. Can you remove it?



A:We’ll do our best, but we can’t guarantee anything.B:It’s all right. And what if there is any damage?A:In that case, our hotel will certainly pay for it. The indemnity shall not exceed ten times the laundry charge.B:That sounds quite reasonable.A:Don’t worry, madam. The Laundry Department has rich experience in their work. B:Thank you. When will they be ready?



A:We will deliver them tonight around 6:00 p.m. Usually, laundry received before 11:00 a.m. will be returned the same day.B:Fine. Thank you for the information.A:It’s a pleasure. Have a nice day, madam. Bye.B:Bye.


Vocabulary

dry-clean 干洗exceed 超过Guarantee 保证，担保Indemnity 赔偿iron 熨烫laundry 要洗的衣服；洗好的衣服mend 修补Remove 移除，去掉starch 给……上浆stain 污点Wardrobe 衣柜


Notes

1.fill out 填写Eg. Could you please fill out the application form first? 请先填下这张申请表。2.need/want…done 想把……Eg. I want this coat dry-cleaned. 我想干洗这件外套。3.What if… 假如，如果Eg. What if I have problems downloading the software? 下载软件时出现问题了怎么办？


Notes

4.exceed 超过，超越Eg. He is poor whose expenses exceed his income. 他没钱，入不敷出。


Useful Sentences

For a clerk1.Don’t worry. Leave it to me. 别着急，让我处理吧！2.It’s 50% extra for express service. 快洗服务要加收 50%的附加费。3.Don’t worry. We can arrange it for you. 别着急，我们会为您安排的。4.Don’t worry. We have an express laundry service here. 别着急，我们这里提供快洗服务。


Useful Sentences

5.We deliver it within 4 hours at a 50% extra charge. 我们可以在 4小时内送回，但要增加 50%的费用。6.For laundry service, dial 6 and you will get housekeeping. 如需洗衣服务，请拨 6与客房管理部联系。7.The laundry forms and bags are in the top right handed drawer of the writing table.洗衣单和洗衣袋在写字台的右边第一个抽屉里。8.The rate chart is contained in the stationery folder in your dresser’s drawer, madam.夫人，价格表在您梳妆台抽屉里的文件夹内。


Useful Sentences

For a guest1.I have some laundry to be done. 我有一些衣服要洗。2.I want to have a pant dry-cleaned. 我想干洗一条裤子。3.I’d like my sweater to be washed by hand in cold water. 请将我的毛衣用冷水手洗。


Exercises

1. Complete the following dialogue according to the Chinese in brackets and then read it in roles.Susan calls laundry service.(A: Housekeeper B: Susan)A:Housekeeping. May I come in?B:Yes. I’d like to have this laundry done, please?A:Certainly, madam. _________________________(请填写洗衣单好吗？ )B:Where is it?A:It is in the drawer of the writing desk. B:Fine. May I use you pen?


Exercises

A:Certainly, madam. Here you are. B:Thanks. Oh, _____________________(这些衬衫不用浆的。 )A:No starch. I understand, Madam. B:Yes, and _________________________________(这件毛衣要用冷水手洗。 ) It might shrink otherwise. A:By hand in cold water. I understand. B:________________________(什么时候可以洗好？ )A:_________________________________________________________(我们明天下午 6点左右会送过来。 )B:Fine. Thanks a lot.


Exercises

2. Role play. Make up a dialogue based on the following information and role-play it to the class.


Knowledge Links

Laundry ServiceSome guests, particularly those staying in hotels more than a few days, often require laundry and wallet services in hotels. These guest services are organized in one of three main ways—as an “in-house” facility, or by arrangement with an outside laundry and dry cleaning firm, or in an hotel group laundry and valeting operated as a central facility for his hotels. The same facilities may also be used by the hotel for its own purpose—for bedroom and table linen and for many other fabrics used throughout the hotel.


Knowledge Links

Whichever of the three arrangements applies, the hotel line room is usually the local point of the service. Articles are collected from guests and recorded there before dispatch to the laundry, and returned from there to guests when they have been washed and cleaned. In many hotels such service can be done in a day. Customers can now enjoy top-quality laundry service and unparalleled customer service in most of the hotels. No matter what special condition happened, clerk should know how to solve it.


Knowledge Links

Most hotels are not responsible for the valuables in the pockets or fastened to the garments, and not for the shrinkage or fastness of the color, unless necessary precautions are made in advance. Any claim for damage must be made within 24 hours, accompanied by the original list.

Topic 4: Lost and Found


A lost and found (American English and Canadian English), lost property (British English), or lost articles (also Canadian English) is an office in a large public building or area where visitors can go to retrieve lost articles that may have been found by other visitors. Frequently found at museums, amusement, amusement parks and schools, a lost and found will typically be a clearly-marked box or room in a location near the main entrance. Some lost and found offices will try to contact the owners of any lost items if there are any personal identifiers available.



Mr. White lost his passport and then comes to the reception desk. (A: Receptionist B: Mr. White)A:Good morning! What can I do for you, sir?B:Yes, I’m Robert White in Room 310. I’ve lost my passport. A:I’m sorry to hear that, sir. Shall we check your room for you?B:No. I’ve already checked there, but I can’t find it anywhere in my room.



A:Well, where exactly did you use your passport?B:I remember the last place I used it yesterday was in the Shopping Arcade Department. I bought some cosmetics there and I had to show the passport to pay for them with my traveler’s check. A:Well, let me first call the Shopping Arcade Department to see whether they’ve found a passport. B:OK. Thank you.



A:Please don’t worry, sir. We’ll try our best to find your passport. You can come back to your room now, and if we find the passport, we’ll inform you without any delay. B:All right. Thank you. (20 minutes later)A:Hello, this is Housekeeping. May I speak to Mr. White?B:Speaking. A:We have found you passport, Mr. White. B:Oh, wonderful. Where was it?



A:It was behind the Cosmetics Department. We’ll send it to you right away. B:Great! Thanks a lot.


Vocabulary

Cosmetic 化妆品Cosmetics Department 化妆品柜台inform 通知Shopping Arcade Department 商场部traveler’s check 旅行支票


Notes

1.Lost and Found 失物招领Eg. Don’t worry. Please contact the Lost and Found Center immediately. 别急，请马上与失物招领中心联系。2.inform 告诉，通知Eg. In that case, you should inform them that in advance. 那样的话，你应该提前告诉他们一声。


Notes

3.without any delay 立刻，马上Eg. Seeing that the old man was dying, the neighbors sent for a doctor without any delay. 看见那位老人奄奄一息，邻居们立马请了位医生。


Useful Sentences

1.Please report to the guests as soon as possible. 请尽快通知客人。2.Shall we check your room for you, sir? 要我替您检查一下房间吗，先生？3.Don’t worry! We’ll try our best to help you. 不要着急，我们会尽最大努力帮助您。4.Please contact the Lost and Found Center immediately. 请马上与失物招领中心联系。


Useful Sentences

5.Please hand it over to the Lost and Found Room and record it. 请将此送至失物招领室并作记录。


Exercises

1. Complete the following dialogue according to the Chinese in brackets and then read it in roles.Mr. Wilson lost his watch.(A: Housekeeper B: Mr. Wilson)A:Good afternoon. May I help you, sir?B:Yes. ____________________________(我的手表丢了。 )A:I’m sorry to hear that. ______________________(您能告诉我手表的颜色吗？ )B:Yes, it’s black, made in Japan.


Exercises

A:All right. _____________________________(要我们替您检查一下房间吗？ ) B:No. I’ve checked the room and didn’t find anything. A:Well, don’t worry, sir. We’ll help you find your watch and ______________(我们一找到就通知您。 )B:Thanks a lot.


Exercises

2. Role play. Make up a dialogue based on the following situation and role-play it to the class.Mrs. Green lost her camera in the hotel. She comes to the reception desk to ask for help. You and your partner should play the role of Mrs. Green and the receptionist and act it out to the class.


Knowledge Links

Lost & FoundAll matters regarding property lost or found are to be centralized at one location, the logbook ensures all details are carefully recorded and all items are securely stored including valuables. Items can be promptly located and quickly returned to their owner.Property Left in the Guest Rooms 客房遗留物品1.When serving a room, the Room Attendant must carefully check nothing is left behind. 打扫房间时，服务员仔细检查是否有客人遗留物品。


Knowledge Links

2.When the Room Attendant find the guest has left a personal item in the room, they must immediately inform the Housekeeping Office. 服务员一发现有遗留物品，马上通知客房部办公室。3.The Housekeeping Office will then check with the Reception and the Concierge if the guest is still in the hotel or if luggage is being stored at the Concierge. 客房部马上和前台、行李部核对客人是否仍留在酒店内，或是否把行李存放在行李部。


Knowledge Links

4.The Room Attendant will secure the item in the pantry specifying on the rooming list the room number where the article was found. 服务员在遗留物品和工作记录上写好房间号码，放在指定地方。5.If the guest is still on the property, Reception will inform him/her about the lost item. 如果客人还在酒店内，前台将通知客人去领。


Knowledge Links

6.If all attempts to contact the guest fail, a comment will be added in guest history in the computer system so when the guest makes a future booking the property can be returned. 如果无法联络到客人，客人的信息将被输入电脑以备将来客人再来住店时归还。When Property is Left/Found 遗失或找到物品


Knowledge Links

1.If any property is left anywhere in the Hotel (in guest rooms, public areas or restaurants), the finder must place the article into a bag with a note stating:如果客人把东西遗留在酒店任何地方 (客房，公共区域或餐厅 )，找到的人要把东西放在袋子里并写好下列内容：Name of guest (if known) 客人的姓名 (如果知道 )Location of find 拾遗地点Description of article 物品的描述Name of finder 拾遗人的名字Date 日期


Knowledge Links

2.The article must be sent to the Housekeeping Office immediately. 必须马上把遗留物品交到客房部办公室。3.The Housekeeping Order Taker must then record the find in the Lost and Found Book (in blue or black ink) stating the following details: 客房部接线员必须在交接本上记录好如下内容 (用蓝或黑钢笔 )：Date 日期Name of owner (if known) 失主的名字 (如果知道 )Location of find 拾遗地点Code number 代码


Knowledge Links

Description of article 物品的描述Name of finder 拾遗人的名字

　　　谢　　谢！

Unit 7 Housekeeping Services

Documents

room servicetopic

room servicefor

room service6

room service center

room serviceb

room servicea

room servicemr

room service1