Hotel and House Keeping

What is a HOUSE KEEPING? The management of the house with regard to cleaning, cooking, buying food and giving other services.

How about HOUSE KEEPER? A person who is responsible for house keeping.

GREETINGS:

Good morning ma’am/sir.

night

day

INTRODUCTION:

I’m a house keeper.

My name is Malee.

This is a house keeper.

Offering a service:

Can I wash

make

clean

arrange your room/bathroom?

Usual Answer:

(if not clear and not understood)

Excuse me.

Sorry.

Pardon.

Again, please.

Usual Answer:

(if understood and agreed)

Yes, right!

Of course, sir.

Understand.

Ok, sir.

I’ll come back later.

I’ll arrive soon.

I leave right now.

I really am sorry, sir.

I beg your pardon.

Excuse me.

Unit 1 – ASKING PERMISSION IN CLEANING THE ROOM

Dialogue 1House keeper: Good morning. I’m a house keeper.

Shall I make your room?Occupant: Sorry. I have a headache. I’d like to

rest.House keeper: Sorry to disturb you. I’ll come back

later.

Sickness vocabularyI have a ____________.

headache body pain migraine fever stomachache sore throat muscle pain tooth ache cough

I’m not feeling well.

~ Sorry to disturb you. I’ll come back later.~ I’ll come back later. Sorry to disturb you. ~ Sorry to disturb you. Get well soon, sir/ma’am.

Dialogue 2

House keeper: Sawasdee ka. House keeper. Can I make your room?

Occupant: Can you come back in 2 hours?

House keeper: I’ll come back later. Sorry to disturb you.

Can you come back ____________ ?

in 2 hours

in 20 minutes

later

this afternoon at one

tomorrow

Dialogue 3

House keeper: Excuse me. House keeper. Can I make your room?

Occupant: Ok, I am leaving now. Go ahead.

House keeper: Sorry to disturb you.

Dialogue 4

House keeper: House keeper. Can I make your room?

Occupant: Can you come back later?House keeper: When is convenient for you?Occupant: How about two in the afternoon?House keeper: Two, sir.

VocabularyHouse keeperRoomRoom numberMake your roomIn that caseAfterTwo hoursaround

Convenient timeGood morningCan I make your room?Yes, I understand.Sorry to disturb you.I’ll come back later.

Make your own dialogue from the examples below:Your room number please.May I have your room number?

Yes, it’s 112.Right, yes.Yes, of course.

Sorry for interrupting.Excuse me.

I’ll bring your things soon. I’ll bring more of the things later. I’ll bring things you want immediately.

_____________The house keeper will take care of that.Someone will go there also.An executive will go.

_____________Please wait for 20 minute.Wait for 20 minutes, you know.A moment around 20 minutes.

Unit 2 – GIVING SERVICESDialogue 1

Occupant: Hello, I’d like some water, please.House keeper: Yes, your room number,

please.Occupant: Room 115House keeper: I’ll be there right away, sir.

Dialogue 2

Occupant: Hello, this is room number 215. could I have more shampoo, please.

Occupant: In two minutes, sir.

Dialogue 3

Occupant; Hello, I’d like additional bed, please.

House keeper: Yes, your room number, please.

Occupant: Eight-one-nine. (819)

House keeper: 819, an additional bed. It’ll take about 20 minutes. Would that be all right?

Occupant: OK. Thanks.

Dialogue 4

Occupant: Hello, I’d like another blanket please.

House keeper: Yes, what room number please?

Occupant: Three-0-seven.

House keeper: One moment, sir.

Vocabulary

Room Single

Double Twin

Suite Connecting room

Available room Living room

Sitting room Family room

Bedroom Kitchen

Toilet Child’s crib

Common request

Can I have _____________?

additional bed

extra shampoo

cold water

hair dryer

extra chair

Usual answer to request

Yes, of course. Can I have your room number?Sure. Wait a minute, I’ll get it for you.

------Sorry sir but we don’t have any extra ____.Sure sir but it has an extra charge.

Let’s have some overview about the

Hotel Facilities and Services Symbols

Unit 3 – DOING REQUESTDialogue 1

Customer: Hello, I’m sorry. I’ve spilled some coffee. Can you send someone to clean it up?

House keeper: Your room number, please.

Customer: It’s 486

House keeper: I will be there immediately.

Dialogue 2

Customer: Hello, I’m staying in Rm 205. I left my key in my room. Can you open it for me?

House keeper: I’ll get the master key from the front desk, sir.

Customer: Thank you.

Dialogue 3

Customer: If I send my laundry now, when will I get it back?

House keeper: 4 o’clock, sirCustomer: Can I have it sooner? How about 2

o’clock?House keeper: Yes, but there’s a 50% charge on

that.Customer: That’s all right. I’m in room 932.

Thank you.

Dialogue 4

Customer: Hello. I’d like to move to a suite.

House keeper: I’ll check if there is one available.

Sorry to keep you waiting. There’s one on the 12th floor.

The bell boy will take care of your luggage, sir.

Customer: Good. Thank you.

Unit 4 – DEALING WITH COMPLAINSDialogue 1

A: Hello, my air-condition is not working well.

B: I’m sorry to hear that. I’ll get the technician to repair it, sir.

Dialogue 2

A: Sorry for keeping you waiting.

B: The lamp bulb is burned out.

A: I’m sorry. I’ll get it changed right away, sir.

Dialogue 3

A: Hello, the television does not work.

B: What’s the problem, sir?A: There’s no picture. Nothing on

the screen.B: I’m sorry. I’ll get the technician to

fix it, sir.

Dialogue 4

A: Hello my water isn’t working.

B: sorry to hear that. I’ll get the plumber to fix it, sir.

Dialogue 5

A: Hello the water in my room keeps running.

B: I’m sorry to hear that. I’ll get the plumber to fix that.

Dialogue 6

A: Hello. The sink in my room is clogged.

B: Sorry to hear that. I’ll get the plumber to fix it, sir.

A: Thank you.

B: You’re welcome.

Dialogue 7

A: Hello, my room isn’t clean. Could you send someone to clean it, please.

B: I’m sorry. I’ll do it right away, sir.

Dialogue 7

A: Hello. A button of my shirt came off in the laundry.

B: I’m sorry. I’ll fix it in a minute, sir.

Common complainsMy __________ is not working well/properly.

air conditioning televisionwater lightrefrigerator cablelamp doorwindow radio

Answer to complains

I’m sorry to hear that sir.

Sorry to hear that sir. I’ll get a technician to repair it.

I’ll get a ________ to repair/fix it.

plumber technicianrepairman

Let us have our role play. Group yourselves by 2’s or 3’s.

We will have our Post test after the role play.

Thank you…

Have a great day ahead…

I’m ALIVE, ALERT, AWAKE, ENTHUSIASTIC.

I’m ALIVE, ALERT, AWAKE, ENTHUSIASTIC.

I’m ALIVE, ALERT, AWAKE, AWAKE, ALERT, ALIVE

I’m LIVE, ALERT, AWAKE, ENTHUSIASTIC.