Unit Two The Housekeeping Department
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 guest’s 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 maid’s 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
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. maid’s 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
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. 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 “it’s 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, maid’s 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 can’t () 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:
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
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 supervisor’s 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 department’s 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
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. That’s 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 what’s
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 meeting’s 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
Jack: Oh, I suppose many hotels in Beijing, like Great Wall…
Tom: Resort hotels are usually in vacation spots…in 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.