1. Housekeeping

2. Teaching Aim: The organization of the Housekeeping Department
Services provided by the Housekeeping Department
How to do the turn-down service
How to deal with the guest’s problems

3. New Words & Expressions
Housekeeping 客房服务
Room Center　　　房务中心　
turn-down service　做晚床　　　　　　　
housekeeper 客房部经理
room board 排房板
houseman 杂务工
DND　＝＝ (Do Not Disturb.)
　　　　　　　请勿打扰！
baby-sitting　　拖婴服务
check-out room 走房
PA cleaner　公共场所保洁员
plumber 　　水暖工

4. Name all the facilities in the guestroom
Tea table 　茶几
Pillow　　　枕头
Chest drawers　五斗柜
Sofa　　　　沙发
Cups　　　　茶杯
TV set　　　 电视机
Curtain 窗帘
French window 落地窗
Floor lamp 落地灯
Mirror 镜子
Lamp 灯
Bedside table 床头柜

5. Questions
What to say when the room attendant knocks at the guestroom door.
When to do the turn-down service

6. Dialogue: the Turn-down Service
(The room attendant (A) knocks at the door and comes in to do the turn-down service for the guest (G).)
A: Housekeeping. May I come in?
G: Yes, please.
A: Good evening, sir. May I do the turn-down service for you now?
G: What do you mean by turn-down service?
A: For turn-down service , I’ll switch on certain lights, draw the curtains, make up your bed, empty the waste bin…
G: I’ve just taken a bath. The bathroom is quite a mess now. The shampoo is spilt. The towels are dirty. The sink needs wiping. And the toilet roll has been finished.
A: No problem, sir. I’ll tidy it up.
G: One more thing, the minibar needs refilling.
A: I’ll have someone refill it right away.
G: Thank you very much.

7. Questions
What to say when the room attendant knocks at the guestroom door.
When to do the turn-down service
Housekeeping. May I come in?
In the evening.

8. Tell What A Room Attendant Should Do And Should Not Do While Making up the Guestroom
Vacuuming the carpet ( )
Changing linens ( )
Collecting the guest’s laundries and sending them to the laundry department ( )
Replacing the toilet needs and toilet facilities ( )
Refilling the minibar ( )
Drawing the curtains close ( )
Answering phone calls and taking message if the guest is not in ( )
Looking after the guest’s child on request ( )
Providing such things on request as blanket, extra bed, etc ( )
Hanging the DND sign outside after finishing cleaning the room ( ) Y Y Y Y Y Y Y Y Y Y

9. Chamber Service (when something is wrong)
( Mrs. Grant (G) rings the Room Center for something urgent. The room attendant (A) comes to her room.)
A: What can I do for you, madam?
G: Just now I was about to take a shower, but no hot water came out.
A: Oh, I’m sorry. May I have a look?
G: Go ahead, please.
A: Mrs. Grant, those shower controls are difficult to use. Did you pull the handle out and move it to the right?
G: No, I didn’t.
A: Now, could you please try it again?
G: Oh, I can handle it now. Thank you.

10. Housekeeping
Housekeeping is the heart of the hotel industry, though it does not generate sales directly, as do the Food & Beverage Dept. and the Sales Dept. The entire hotel depends on the smooth, efficient management of the Housekeeping Dept. If there is no Housekeeping Dept., a hotel can’t operate.
The person in charge is the executive housekeeper. His or her duties and responsibilities call for exceptional leadership, organization, motivation, and commitment to maintaining high standards. The three major areas of responsibilities for him or her are as follows:
Cleanliness and servicing of the guestroom and public areas
Leadership of people, equipment, and supplies
Records keeping
The housekeeping Dept.’s responsibility does not end with cleaning. Housekeepers are responsible for guest satisfaction, whether making sure that special requests for items such as extra pillows or hair dryers are met, or scheduling public area cleaning so as to minimize disturbance to guests. And the smooth functioning of the room is one of the focuses of the department. This may include other guest services, such as early morning tea, guest laundry, baby-sitting and other personal services.

11. Questions 1. What does the entire hotel depend on?
2. What is the main duty of the executive housekeeper?
3. Why do we say that the housekeeping Dept.’s responsibility does not end with cleaning?

12. Summary 1. Some facilities in a guestroom
2. How to do the turn-down service
3. How to deal with the guest’s problems