1. After you learn it, you are able to tell the organization structure of a housekeeping department; Tell the functions of a housekeeping department; Tell each staff’s job; Deal with the contact with the guest, such as clean room according to guest requirement, supply items, Figure 1-13 Housekeeping Department(I)

2. Housekeeping Department  The most vital department in a hotel;  Highest impact on guests;  Lowest wages paid;  Least respect received.

3. Housekeeping Org Chart (Medium-sized Hotels) Executive Housekeeper Room Attendants LaundryHousemanPublic Areas Supervisor/ Inspector

4. Housekeeping Org Chart (Large-sized Hotels) Executive Manager Laundry Manager Laundry Dry Cleaning Floor Supervisor Room Attendants Housemen Turn-down Service Floor attendant Public Areas Manager Public Areas Attendants

5. P52 Housekeeping Department  What are chambermaid’s jobs?  What are houseman’s jobs?  What is laundry and valet service?  How to handle lost and found articles?  The housekeeping staff must coordinate its activities closely with the front desk, why? Give some examples.

6. Terms I Linens: articles traditionally made of linens, but today more often made of –cotton sheets, pillowcases, towels and so forth. Laundry and valet service: laundry service includes washing and valet service includes dry cleaning and pressing. Houseman: a hotel employee who does heavy housekeeping chores especially in the public areas of the hotell. PA: public areas, including the lobby, sidewalks, restaurants, elevators, and public restrooms.

7. Terms II Late check-out: a room in which a guest is being allowed to check out later than the hotel’s standard check-out time. Stay overs: a room in which the guest is scheduled to stay again. Due-outs: a room from which a guest is expected to check out on a given day who has not yet done so.

8. Housekeeping Personnel  Supervisors Inspect guestrooms and public areas. Serve as the contact point between the housekeeping department and the front desk.  Housekeepers Responsible for the cleaning and maintenance of guest rooms.  Housemen Transport linens and other supplies to housekeepers.  Laundry Room Personnel Separate, wash, dry, fold, and distribute linens.  Public Area Attendants Clean public areas such as hallways, lobby, restrooms, recreational areas, and banquet reception areas.

9. The Housekeeping Manager's responsibilities include ： Supporting the Executive Housekeeper in overseeing the day-to-day operation of the department, Leading and developing Housekeeping associates, Ensure consistent cleanliness in the rooms and public area, Provide assistance to any guest inquiries or requests. Be energetic, self-motivated, and have a passion for giving guests an exceptional experience.

10. advice to other young aspiring executive housekeepers and professionals: set one goal at a time. If you set too many, you ’ ll get discouraged. So set one and follow it through. always ask questions. listen. It ’ s the most effective way to gain intelligence. keep your eyes open to opportunities. work hard. defy adversity and negativity. never set yourself above your coworkers. remember that age is only a number. always ask for additional responsibilites, when you can handle it.

11. Homework Each group makes up two dialogues according to the topic. You decide the specific situation. 1. A guest wants you to clean his room at 4:00p.m. 2. a guest calls to ask for a cell phone charger. Hand it in on Dec. 3.