Lesson Two　Chamber Service

Objectives

To help the students master useful expressions and sentences about chamber service and making bed.

To help the students familiar with the procedure of chamber service and making bed.

To help the students make some dialogues about chamber service and making bed.

Warming Up

1. Look at the following pictures and fill in the blanks according to the corresponding descriptions.

　　　　　　 is one of the busiest and the most important components in a hotel, which mainly deals with the room-related affairs, and provides room-related services to guests.

　　　　　　 of this department are critical to the success of the hotel because they are on the frontline. They see and interact with the guests daily, and when in the hotel, the guests spend the majority of their time in their rooms.

Dialogues

Key sentences:

I’ m sorry to disturb you, madam. But I would like to clean the room. May I do it now?

Do you mind my opening the window?

May I make your bed now?

Would you like me to set the bed up for you now, or leave it folded in the corner till nighttime?

I will place the “Do Not Disturb” sign on your door when I leave today.

Pre-questions:

1. Do you think keeping room clean and tidy is important in hotel?

2. Do you know how the room attendant clean rooms in hotel?

3. How should the room attendants deal with do not disturb room when they clean rooms?

Dialogue 1

Chambermaid:　　Housekeeping. May I come in?

Guest:　 　　 　Yes, please.

Chambermaid:　　I’ m sorry to disturb you, madam. But I would like to clean the room. May I do it now?

Guest:　 　　 　No, not now. I don’t feel well at the moment.

Chambermaid:　　Sorry to hear that. Shall I send a doctor for you.

Guest:　 　　 　No, thanks. I’ ve bought some medicine myself.

Chambermaid:　　What can I do for you?

Guest:　 　　 　That’s very kind of you. Can you get me a thermos of hot water?

Chambermaid:　　Yes, I’ ll fill it right away. If you need any help, just dial 3 or press the button over there. I hope you will recover as soon as possible.

Guest:　 　　 　Thank you vey much. And please hang the Do Not Disturb sign after bringing the water.

Chambermaid:　　Okay. I’ ll be back soon.

Dialogue 2

Chambermaid:　　Good morning, sir. I am here to clean your room. May I come through, please?

Guest:　 　　 　Yes, come right in.

Chambermaid:　　Do you mind my opening the window?

Guest:　 　　 　Of course not. Could you tidy up the bathroom first? I’ ve just had a bath, and it’s quite a mess now.

Chambermaid:　　Certainly, sir. I’ ll tidy it up at once.

Guest:　 　　 　Thank you.

Chambermaid:　　It’s my pleasure. May I make your bed now?

Guest:　 　　 　Yes. By the way, could the change the bed sheet and get me a blanket?

Chambermaid:　　Certainly, sir. Is there anything else I can do for you, sir?

Guest:　 　　 　Yes. I would like to request an early wake-up call. Can you make it at 7:00 a.m.?

Chambermaid:　　Certainly, sir.

Guest:　 　　 　Thank you very much.

Chambermaid:　　That’s right. Have a good rest. Goodbye.

Guest:　 　　 　Goodbye.

Dialogue 3

Chambermaid:　　Good morning! Housekeeping!

Guest:　 　　 　Yes, what is it?

Chambermaid:　　I’ m sorry to disturb you, madam. Would you like me to clean your room now?

Guest:　 　　 　Yes, please.

Chambermaid:　　I’ ll be done shortly, madam. Is there anything else you will need or that I can do for you?

Guest:　 　　 　Well, yes. My daughter will be coming here today. I am going to pick her up now? Would it be possible to get an extra rollaway bed for her?

Chambermaid:　　Absolutely, I will call on the radio now and have it brought to your room. Would you like me to set the bed up for you now, or leave it folded in the corner till nighttime?

Guest:　 　　 　It would be wonderful if you set it up for us.

Chambermaid:　　No problem, madam. I will also leave you extra towels in the bathroom for her.

Guest:　 　　 　That’s so kind of you.

Chambermaid:　　Is there anything else, madam?

Guest:　 　　 　She will probably be exhausted when she arrives. She may want to sleep late in the morning. Could you clean the room later tomorrow?

Chambermaid:　　Certainly, madam. I will place the “Do Not Disturb” sign on your door when I leave today. And tomorrow I will clean your room after lunchtime.

Guest:　 　　 　That will be perfect. Thank you so much for the kind service.

Chambermaid:　　You are welcome, madam. It is definitely my pleasure. Have a great day.

Vocabulary

Useful Expressions

1. Housekeeping. May I come in?

客房部，我可以进来吗？

2. I’ m sorry to disturb you, madam. But I would like to clean the room. May I do it now?

很抱歉打扰您，夫人。但我想打扫房间。现在可以吗？

3. Sorry to hear that. Shall I send a doctor for you.

很抱歉听到这个消息。我可以为你派一个医生吗？

4. Can you get me a thermos of hot water?

你能给我拿一壶热水吗?

5. If you need any help, just dial 3 or press the button over there.

如果你需要帮助，只需拨3或按下按钮。

6. I hope you will recover as soon as possible.

我希望你能尽快恢复。

7. And please hang the Do Not Disturb sign after bringing the water.

您送水后请把请勿打扰的牌子挂在门上。

8. Do you mind my opening the window?

你介意我打开窗户吗？

9. Could you tidy up the bathroom first? I’ ve just had a bath, and it’s quite a mess now.

你能先把浴室收拾好吗？我刚洗了个澡，现在很乱。

10. Could the change the bed sheet and get me a blanket?

您能把床单换一下，给我一条毯子？

11. I would like to request an early wake-up call. Can you make it at 7:00 a.m.?

我想要求提前叫醒服务。你能在早上7点前给我打电话吗？

12. I’ ll be done shortly, madam. Is there anything else you will need or that I can do for you?

我很快就会完成的，夫人。你还有什么需要我帮你做的吗?

13. Would it be possible to get an extra rollaway bed for her?

是否有可能为她多弄一张折叠床?

14. Absolutely, I will call on the radio now and have it brought to your room.

当然，我现在就打电话把它带到你的房间。

15. Would you like me to set the bed up for you now, or leave it folded in the corner till nighttime?

你想让我现在为你铺床，或者把它放在角落里直到晚上？

Exercises

1. Questions and Answers

(1) What are the duties of housekeeping department?

(2) What is the procedure of cleaning guest’s rooms?

(3) What qualities should room attendants have?

2. Match the words or expressions in Column A with their Chinese equivalents in Column B.

3. Choose the right answer for each question.

(1) Hotels and restaurants are also known as the 　　　　 Industry.

A. tourism　　B. banquet　　C. hospitality　　D. food service

(2) To be 　　　　　　 , a company must make more money than it needs for expenses.

A. profitable　　B. accommodating　　C. hospitable　　D. properly run

(3) Hotel 　　　　 are the people who work for the hotel.

A. hosts　　B. salaries　　C. employees　　D. travelers

(4) The 　　　　 take care of the cleaning, reparing and laundering of guests’ clothing.

A. valet service　　B. laundry　　C. room attendant　　D. room service

(5) The housekeeping is responsible for 　　　　 of all guestrooms in a hotel.

A. profit　　B. accommodating

C. neatness and cleanness　　D. management

(6) The room being“out of order”means the room is 　　　　.

A. is occupied　　B. is very dirty　　C. is untidy　　D. needs repairing

(7) In hotels the ‘DND’ sign stands for 　　　　.

A. Do Not Disturb　　B. Being Occupied　　C. Out of Order　　D. Vacant

(8) A room maid is sent to clean the room by the 　　　　.

A. front office　　B. food and beverage　　C. housekeeping　　D. laundry

(9) It is impolite to 　　　　 guests when they are sleeping in room.

A. talk　　B. eat　　　　C. argue　　D. disturb

(10) The room is in a 　　　　 because the children are playing now.

A. mess　　B. clean　　C. tidy　　D. order

4. Read the passage and decide if the statements are true (T) or false (F).

The Housekeeping Department is the backbone of a hotel. In a sense, it is possible to say that a clean and attractive guestroom is the product that a hotel sells. The main duty of the housekeeping staff is to see to the cleanliness and good order of all rooms and public areas 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. Housekeeping in a hotel is a very physically demanding job that includes many, varied tasks. The actual amount of work depends on the size of a room and the number of beds. A housekeeper needs between fifteen and thirty minutes to do one room. In their work, there are main risk factors for repetitive motion injuries: heavy physical workload and excessive bodily motions which are a high risk for back injuries and forceful upper limb motions in awkward positions which are a high risk for neck or shoulder and arm injuries.

Exercises:

(1) A clean and attractive guestroom is the product that hotel sells. (　　)

(2) Housekeeping is to see to the cleanliness and good order of all rooms and public areas in the hotel. (　　)

(3) Housekeeping department cannot provide laundry and valet service. (　　)

(4) Housekeeping staff may have some injuries during their work. (　　)

(5) The actual amount of work depends on the size of a room and the number of beds. (　　)

Challenges and Solutions

1. How should room attendant knock at the guest’s door?

Solutions:

2. What is the procedure for room attendants to clean guest’t room?

Solutions:

3. What will you do if the guest asks for an extra bed?

Solutions:

4. What should you do if you find some lost property of a guest when you clean guest’s room?

Solutions:

5. If a guest wants to have an extra bed, can wo offer to them?

Solutions:

6. What should you do if you find the air-conditioner does not work when you clean guest’s room?

Solution:

7. What will you do when you clean guest’s room and find the guest’s telephone is ringing?

Solutions: