1. Room Cleaning

3. Task Room Cleaning  You are going to clean the room for Mr. Black now. Mr. Black agrees you to do the room now, but he asks you to clean the bathroom first. When you finish cleaning the room, Mr. Black asks you to give him five coat hangers and another quilt. Also, he needs a pen, an envelope and some paper to write a letter to his friend. You tell Mr. Black another housemaid will bring them to his room immediately.

4. Service Procedure  Knock at the door gently three times.  Say, “Housekeeping.”  Ask the guest whether to come into the room.  Greet the guest.  Ask the guest whether to clean the room now.

5. Service Procedure  Clean the room.  Open the window;  Disposal the rubbish;  Make the bed;  Clean the bathroom;  Replenish the supplies;  Vacuum the floor;  Self-check.  Express your wishes to the guest.

6. Background Information Status of the room  OCC (Occupied ）  VAC (Vacant Room)  C/O (Check Out)  OOO (Out Of Order)  BR (Blocked Room) 住客房 空房 走客房 待修房 保留房

7. Words  Housekeeping Department 客房部 coat hanger 衣架  housemaid 客服服务员 room attendant 客房服务员  bathroom 浴室 blanket 毯子  PND MUR  the floor service desk 楼层服务台 pillow 枕头  quilt 被子 sheet 床单

10. Words  bed cover/bed spread 床罩 mattress 门垫  coffee table 咖啡桌 thermos 热水瓶  table lamp 台灯 ashtray 烟灰缸  shoe horn/shoe lifter 鞋拔 shoe shine cloth 擦鞋布  clothes brush 衣刷 rubbish bin 垃圾桶

11. How to clean the guest room Draw the sheer curtains and black-out curtains Rubbish disposal Remove used linen and make bed Dusting Clean the bathroom Replenish supplies Vacuum the floor Self check Start cleaning the next guest room

12. Service procedure I. Room Attendant plan to do the room: Knocking at the door ▫ Housekeeping. May I come in? Ask if the guest would like to do the room ▫ I am sorry to disturb you. ▫ Shall I / may I clean up/ do/ make up/ tidy up your room ? ▫ Would you like me to -------

13. Ask if the guest would like to do the room Come in, please. Just a moment, please. Yes, please. We’re on our way out so we put the “make up” sign on. Could you bring us some more towels and hangers?

14. Room Attendant go to the room: If the guest say “YES” ▫ I try my best to finish it in 20 min. ▫ Sorry. But I promise to clean up/ do it well in half an hour/ before you come back / as soon as I can. ▫ I’ll clean the bathroom first and replace some fresh towels for you. ▫ May I draw the curtain for you? ▫ May I turn on the light for you? ▫ Do you need I/would you like me to replace ____ for you?

15. If the guest say “NO” ▫ What time would you like me to ----? ▫ What time would it be convenient? ▫ Will it be convenient for you if I come to do your room in an hour? ▫ I promise your room will be ready before you come back from---. ▫ Please clean it when I am out. Ending ▫ Is there anything I can do for you before I leave?

16. Useful Expression Change the Facilities Please get me some soap. The slippers are worn out. Change them for me, please. Get a thermos, please. ▫ All right, I’ll get it for you right away. ▫ Just a moment, I’ll do it right now.

17. Sample Dialogue  H: Housemaid G: Guest  H: Housekeeping. May I come in?  G: Come in, please.  H: Good morning, Mr. Black. Sorry to disturb you. May I do the room now?  G: OK. Can you clean the bathroom first?

18. Sample Dialogue  H: Certainly. I have finished cleaning the room. Anything else I can do for you, sir?  G: I have washed some clothes. I need five coat hangers and I’d like you to give me another quilt.  H: Anything else?  G: I also want to write a letter to my friend. Would you please bring me a pen, an envelope and some paper?

19. Sample Dialogue  H: Of course. Another housemaid will bring them to your room immediately.  G: Thank you.  H: You’re welcome. I hope you have a good day.

20. Tips Off season  总台要求尽快打扫的房间  门上挂 “ 请速打扫 ” 的房间  走客房  “VIP” 房  其他住客房  Peak season  空房  总台要求尽快打扫的房间  走客房  门上挂 “ 请速打扫 ” 的房间  “VIP” 房  其他住客房 Order for cleaning