Unit Two The Housekeeping Department

By Danny Jenkins,2014-09-06 15:12
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Unit Two The Housekeeping DepartmentUnit

    Unit Two The Housekeeping Department

    T=Teacher S=student

    T(The housekeeping department is responsible for the cleaning and upkeep of the guest rooms,

    and the public areas of the hotel. It provides some of the service to the in-house guests. S: What service items does the housekeeping provide?

    T: Upon the request of guests, the room attendants will send an extra pillow, sewing kits, irons

    and ironing board or hair dryers

    S: If a guest wants extra bedding, does the housekeeping staff fulfill that request? T: The housekeeping does not provide extra bedding or rollaway unless it gets the instruction form

    the front desk.

    S: The housekeeping department also does the laundry service, doesn’t it?

    T: Yes. The laundry and valet services are two of the most basic services. The laundry service

    washes clothes while the valet service dry-cleans and presses articles of clothing. Many hotels

    have 24-hour laundry and valet services, and even express service. Guests are requested to fill

    up a laundry list.

    S: What do you mean by express service?

    T: Express service means fast service. Take our hotel for example, for normal laundry service, the

    laundry collected between 10:00 a.m. and 8:00 p.m. will be returned around 9:00 next morning.

    In the latter case, if a guest would like his laundry returned by 10:00 p.m. the same day, it

    means the guest wants an express service. An express charge, which is normally an extra 50%,

    will be attached accordingly.

    S: I see now. What is a production sheet?

    T(The room attendant (room-keeper) or chambermaid must keep a daily record of each room.

    Rooms that need daily care are recorded on a production sheet. The sheet tells the room

    attendant whether the rooms need a makeup or servicing after recent use. The production sheet

    also shows which rooms should be generally cleaned and which bathrooms should be scrubbed

    down. Only a pickup is necessary for a room that does not need a complete makeup. In

    addition to keeping the rooms clean and in good shape, the housekeeping department provides

    valuable information of room status. When rooms are prepared by the room attendants and

    checked by the chief attendant, a room status report will be made and sent to the housekeeping

    service center to have it inputted into the computers. Hence the receptionists share the room

    status information from the computers at the front desk.

    S: can you tell me something about the room status?

    T: Room status is the state of rooms. The room status is as follows: vacant clean(v/c), vacant dirty(v/d), sleep out(s/o), light luggage(L/L), occupied(OCC), do-not-disturb(DND), out of order (OOC) and VIP.

    S: Is there any point in having such room status as sleep out?

    T: Sure. If the bed has not been used and the guests belongings are left in the room, we call it a

    sleepout. S/O indicates either the guest has left the hotel without paying( We call this kind of guests skippers), or he has stayed somewhere else for some reason but will pay his room charge all the same. So the front desk has to figure out which case that should be and take actions accordingly.

    S: I have noticed that the room attendant uses a cart to carry the supplies. T: Yes, the maids cart has compartments for linens, laundry bags, stationeries, soap, tissues and

    other supplies for preparing rooms. Those containers on each end of the cart are for waste baskets and dirty linen.

    S: What are the other responsibilities of the housekeeping staff? T: Since they have access to all the rooms, the housekeeping staff takes special care of the floor

    master keys. And the executive housekeeper values the grand master key as his or her life. The

    room attendants who have signed for the master keys must return them before the end of the shift. They do so for security reasons. No one should leave work until all master keys have been

    accounted for.

    Words and Expressions

    1. sewing kit 针线包

    2. iron n熨斗

    3. ironing board 熨板

    4. rollaway n ,带轮!加床

    5. extra bedding 加床,增加床位

    6. valet n 干洗服务员

    7. press v 熨烫

    8. sleepout n 外宿者

    9. skipper n 跑账者

    10. deliberately adv 故意地

    11. figure out 琢磨出

    12. theft v 偷窃,行为!

    13. maids cart 服务推车

    14. compartment n 分隔空间

    15. dirty linen待洗的脏衣、物

    16. tissue n 手纸

    17. master key 万能钥匙

    18. account for 有交代,说明……的理由

    19. room status 房态


    1. The housekeeping does not provide extra bedding or rollaway unless it gets the instruction

    from the front desk.除非从总台接到指令,否则客房服务员是不能为客人加床的。这是绝


    2. from normal laundry service, laundry collected before 10:30 a.m will be returned the same

    day. 就普通洗衣服而言,上午10点收取的衣物当天送交,客人!。名酒店洗衣方面的规


    3. No one should leave work until all master keys have been accounted for.所有万能钥匙全部

    交代清楚后,方能离开工作岗位。Account for, 说出……的用途,此处作“有着落,有



    1. Questions:

    1. When does the housekeeping provide extra bedding to the guest?

    2. When do we attach an express charge?

    3. What do s/o and L/L mean and what should we do?

4. What care must be taken for safety reasons?

    5. How do you understand its not so easy to be a room attendant?

    2. Complete the following with the words given below(

    Extra bedding, master, key, irons, sleepout, figure out, account for, maids cart, sewing kits.

    rd1. The room attendant requires two () for the 3 floor.

    2. A () is a key that can open many different locks.

    3. They need () for their child.

    4. The guest is still charged for the ()

    5. No one should leave work until all master keys have been ()

    6. () are prepared in guest rooms just in case the guests may make stitches. 7. I cant () what has gone wrong with the TV set.

    8. Normally () are not put in the guest rooms beforehand in our hotel. However, they are

    provided immediately when the guests require.

    3. Translate the following into English:

    1. 除非从总台接到指令,否则客房服务员是不能为客人加床的。

    2. 在我们饭店普通洗衣服务是指上午10点以前收,送洗衣服当天送回客人;而上午


    3. 客房服务员把房间打扫干净后,领班进行检查,然后填写房态报告,交客房中心输


    4. 外宿房意味着两种可能性(一种是客人没付账就离店,另一种是客人因某种原因外


    5. 工作单告诉客房服务员这些房间由于刚刚用过是需要整理还是需要维护。

    4. Translate the following into Chinese.

    1. The housekeeping department is there for the comfort of the guests.

    2. In the latter case, if a guest would like his laundry returned by 10:00 pm. The same day,

    that means the guest wants an express service.

    3. With regard to damages in a room, the room attendants are instructed to report to their

    supervisors who, in turn, inform the front desk that a room is out of order. 4. Does the housekeeping department fill requests for additional accommodations for the


    5. Since they have access to all the rooms, the housekeeping staff takes special care of the

    master keys.

Reading Material


    A first-line supervisor is the member of the management team who is an actual and constant contact with the non-supervisory workforce, who is responsible for their production output and who plans, assigns, and evaluates their work in accordance with directions given by the supervisors supervisors. To the over-whelming majority of workers, the first-line supervisor is their primary, if not their only, link with management. It follows, then, that the way supervisors manage their people, the departments materials and machinery---but

    especially the people--- will determine whether or not that segment of the whole organization will be productive and effective, and will contribute to the desirable growth of the organization. An ineffective supervisor may well vitiate the plans and efforts of top


    While there are many other popular accepted definitions of the widely used title of

    supervisor, a simple one seems to serve best. It was developed by the International Labor

    Office after considerable study of the literature.

    Supervisors are usually first-line managers whose major function is working with and

    through non-management employees to meet the objectives of the organization and needs of

    the employees.


    1. What kind of roles does a first-line supervisor play in a hotel?

    2. Do you agree that the way supervisors manage their people will determine whether or not

    these people will be productive and effective? In what ways?

    3. What should a supervisor do in order to motivate his team members? Please air your


Dialogue for Practice

    Different Kinds of Hotels(2)

    Jack: Uncle Tom, last time you told me many names of different kinds of hotels. Would you please

    define or describe each of them?

    Tom: Oh, Jack. You give me a hard nut to crack, because it would be nearly impossible to describe

    al of them within such a short period of time. However, I will deal with most of them,

    though not all of them.

    Jack(Ah. That would be great! Shall we start with commercial hotels and airport hotels first? Tom: O.K. Thats just a piece of cake for me. Judging by their names, commercial hotels are

    mainly for commercial use, used primarily by business travelers---merchants, salesmen,

    business agents, as well as tour groups, small conference groups and individual tourists, etc,

    while airport hotels are close to or even run by the airport. Commercial hotels are usually

    located in downtown sections or business centers. Convenient location is one of their

    features. These hotels are the largest group of hotel types. As for airport hotels, they are

    often on the outskirts of cities, and they are mainly for business travelers, airline passengers

    with overnight travel layover or cancelled flights, and airline personnel. Jack: Now, I see what they are. What about conference centers and convention hotels? And whats

    the difference between them?

    Tom: Conference centers are specially designed to handle group meetings. Most full-service

    conference centers offer overnight accommodation for meeting attendees. They lay special

    stress on providing all the services and equipment necessary to ensure a meetings success…

    for example, technical production assistance, high-quality audiovisual equipment, business

    service centers, flexible seating arrangements, flip charts, display screens, computers and

    internet, and so forth. Conference centers typically charge meeting planners a single price,

    including guestrooms, meals, meeting rooms, audiovisual equipment and other services


    Jack: Oh, I remember the Washington Court Hotel in Washington D.C. when I attended a

    conference and one hotel in Princeton when I was there attending a program on TOEFL.

    Then, the convention hotels?

    Tom: Convention hotels can accommodate large conventions they usually have 2,000 or more

    rooms. They often have spacious exhibit halls plus multifunction rooms, ballrooms and

    meeting halls.

    Jack: Oh, I suppose many hotels in Beijing, like Great Wall

    Tom: Resort hotels are usually in vacation spotsin the mountains, on an island, or in some other

    exotic location far away from crowded residential quarters. They feature recreational

    facilities and scenery. Do you remember the hotels we stayed in at Pattaya, Thailand five

    years ago and the one we stayed for three nights near Kuala Lumpour last year? They are

    resort hotels, famous for the scenic beauty. As for casino hotels, I’ll just remind you of the

    name of the city Las Vegas which we visited on our way to the Grand Canyon and the

    Atlantic City where you won about one hundred U.S. dollars.

    Jack: Now I see Casino hotels are hotels with gambling facilites, a support to gambling operations.

    Casino hotels tend to cater to leisure, vacation travelers. I bet you must be tired after so

    much talk on hotels. Shall we have a break, get into one of the casino hotels and try our


    Tom: Why not? Since life is always a stroke of luck.

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