LÍNGUA INGLESA

ANA NEVES
3426 – MANUTENÇÃO HOTELEIRA

The Housekeeping Department's mission is to provide clean, comfortable guest rooms to promote guest loyalty. This
means that the guest will find a consistently made, first class room every time he checks into the Hotel. If there is a
problem, it means that the guest’s concerns will be dealt with swiftly and with a smile. The primary reason hotels
exist is to provide a hospitable environment for their guests. The word "guest" implies how a hotel guest expects to
be treated - they expect to be treated like a guest in your home. They expect to be treated with hospitality by all
employees.
The Housekeeping Department's role in guest relations is just as important as the Front Desk Host/Hostess role. It is
very important that housekeepers/laundry personnel be pro-active in the area of guest relations.

STANDARDS OF EXCELLENCE

• Clean mirrors, glass surfaces, Windows, ashtrays, walls, telephones and wastebaskets.
• Clean and dust baseboards, pictures, window sills, drapes, chairs, dressers and drawers, desks and drawers,
night stands, lamps, lamp shades, light bulbs, headboards, closet poles and hangers, closet shelves and
televisions.
• Make beds making sure there are no stains, holes or loose threads in bedding materials.
• Vacuum guestroom’s carpeting and make sure it doesn’t have stains or holes.

HOUSEKEEPING CART

It carries all the items needed to clean and supply the guestrooms. It must be SET UP as follows:

1. Stock the cart shelves

2. Stock the housekeeper’s workbasket and place it on the top shelf
3. Place the broom on the cart
4. Check the vacuum cleaner bag and replace it if necessary
5. Check the vacuum cleaner’s rubber belt for damage
6. Place the vacuum on the cart
7. Place the trash bag on one end of the cart and the bag for soiled linen on the opposite end

SUPPLIES:

• Sheets • Do Not Disturb Cards

• Pillowcases • Cups
• Bath towels • Trash bags
• Face cloths • Ice baskets
• Bible • Vacuum cleaner
• Hotel Directories • Toilet tissue rolls
• Matches • Light bulbs
• Non-deodorant soap bars • Full bottle of bath cleaner
• Deodorant soap bars • Non-smoking tent cards
• Stationery and envelopes • Ashtrays
• Comment cards • Broom
• Housekeeping Survey Cards
GUEST ROOM INSPECTION CHECKLIST

1. Entrance Door
• Check door handles and locks to be sure they are working properly.
• Check to see that room numbers are intact.
• Door should be free of smudges and scratches.
• The provincial hotel laws, room rate sheet should be posted on back of door.
• Make sure that the "Do Not Disturb" card is on the inside doorknob.

2. Drapes
• Drapes are closed, all hooks in place.
• Check drapes for smooth pulling action.
• Drapes should be inspected inside and out for stains and damage.
 3. Bed(s)
• Beds should be uniformly made so that spreads are even in appearance and pillows are the same size.
• Check under beds for trash or guest articles.
• Beds and headboards should be aligned.
• Lift the spread to make sure the bed has been made properly.

4. Furnishings (Credenza, desk chair, wall mirror, air conditioner/heater, occasional chairs, nightstand, desk,
wall pictures, telephone, television)
• Make sure that all furniture is free of dust and dirt.
• Check to see that all furniture is straightened.
• Lampshades should be straight, with the seams facing the wall.
• Check the telephone for cleanliness. Instructions should be readable.
• Turn on the television to make sure it is working properly; check for cleanliness.

5. Lighting (swags, table lamps, bathroom, vanity and bedside lighting)

• Lamps and lampshades should be free of dust.
• Turn on all the lights to make sure they are operating.
• Check for proper wattage of light bulbs.

6. Bathroom
• Floor, walls, ceiling and all fixtures should be free of mildew, dirt, hair, and grit.
• Check to be sure shower curtain clips are in place, the curtain is open 6" from each wall, and the rod cover
seam turned toward the wall.
• Turn on the exhaust fan to be sure it is working properly.
• Flush toilet to check for cleanliness and leaks.
• Check behind door for clothes hook.
• There should be one roll of toilet paper on the holder and one on the back of the toilet.
• All chrome should be shiny.
• Check that there are no unpleasant odors.

7. Vanity Area
• Sink, counter and mirror should be free of mildew, hair, soap, and residue.
• Chrome should be shiny.
• Check to see that there is a proper number of towels neatly folded on the towel rack.
• There should be two bars of soap in bath area (1 deodorant, 1 non-deodorant)
• A clean, inverted ice bucket and three wrapped cups should be in the other corner of the vanity, optional
liner on top of the bucket.
• Clothes rack should be dust-free, with six hangers (3 suits, 3 skirts).

8. Supplies
• Two wastebaskets should be cleaned and in proper place.
• Check telephone books for soil and damage (be sure they are in their proper location).
• There should be three ashtrays, with a Days Inn matches in each (smoking rooms only).
• Check the condition and placement of these items: Comment card, current DIA Directory, Gideon Bible, Non-
smoking tent cards (where applicable), stationary.
• Test smoke detectors for battery failure (use a pole).

9. Floor, Walls, Ceilings

• The carpet should be vacuumed thoroughly.
• Check all corners, under beds, behind doors, around furniture and air conditioner/heater for trash and dirt.
• Ceiling and walls should be free of dirt, damages, cobwebs, etc.
• Check baseboards for cleanliness.

10. Heating/Air Conditioning Units

• Check for air cooling and heating.
PUBLIC AREAS INSPECTION CHECKLIST

1. Lobby & Front Entrance

• Dust mop and wet mop all hard floor surfaces. Be sure to place “Wet Floor” signs when the floor is wet.
• Vacuum carpet areas
• Disinfect phones
• Empty any trash and recycling
• Dust all surfaces (floor to shoulder height) – See the checklist at end of this section
2. Meeting Rooms and Banquet Rooms
• All meeting rooms must be checked even if not in use
• Vacuum all carpet areas
• Disinfect phones
• Empty any trash and recycling
• Dust all surfaces (floor to shoulder height) – See the checklist at the end of this section

3. Offices
• Empty the trash and recycling
• Disinfect the phones
• Vacuum carpet areas
• Dust all surfaces (floor to shoulder height) – See the checklist at the end of this section

4. Public Washrooms
• Empty the trash
• Clean waste bins
• Clean the toilets and urinals with all-purpose cleaner. Be sure to clean the bowl, under the rim, and the tank
• Clean the sinks and faucets
• Clean the mirrors – Be sure there are no spots or streaks
• Check to make sure paper towel box is full
• Check to make sure toilet paper is full
• Check to make sure amenities in ladies washroom are full
• Mop the floor. Be sure to place a “Wet Floor” sign when the floors are wet.
• Dust surfaces with dry rag
 EXERCISES

A. Match each rule [1-5] with its explanation [a-e]:

1. Whenever you see a guest, look him in the a) A smile lets the guest know his convenience is
eye, smile and greet him. important to you.
2. If a guest seems lost or appears to need help,
b) When you give the first greeting, it makes the
smile and ask him: “May I help you?”
3. If you start to enter a room and find a guest, guest feel welcome.
smile and say “Excuse me, I’ll return later to c) Superior service with an understanding
do your room. When would you like me to
attitude will make the guest feel better and
return?”
4. Of a guest insists he wants the room cleaned realize you care.
while remaining in it, ask your supervisor for d) Your interest will make the guest feel at
help.
home.
5. If a guest complains to you about a problem,
say “I’m sorry. Let me help you” or “Let me e) For your security, it may be desirable to ask
tell my supervisor”. for help, depending on the situation

B. Read the text and say if sentences 1 to 10 are TRUE or FALSE. Correct the false ones.

The Maple Leaf Hotel is a full service hotel conveniently located near the airport, with a stunning view of the Rocky
Mountains. It has 40 bedrooms, all with ensuite bathrooms, air-conditioning, Wi-Fi access and satellite TV. Pam’s
Restaurant offers steaks and international cuisine and features an outside patio for summer dining. The hotel has
meeting and function rooms to suit business and family events. Facilities include shops, foreign exchange and an
outdoor swimming pool. Our main floor features rooms for disabled guests. There is frequent limousine service from
the hotel to the airport, which is 10 minutes away. Underground parking is available.

1. There are 100 guest rooms on five floors. True False

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2. There is air-conditioning in the hotel. True False
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3. There is internet access in the bedrooms. True False
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4. The rooms have mini-bars. True False
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5. There’s a fitness center. True False
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6. The restaurant serves steak. True False
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7. There aren’t any shops at the hotel. True False
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8. There is a shuttle to take guests to the airport. True False
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9. There isn’t a swimming pool. True False
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10. There is a spa. True False
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C. Read the text and answer the questions:

Receptionist: — Good afternoon, San Felice Hotel. May I help you?

Mrs Ryefield: — Yes. I´d like to book a room, please.
Receptionist: — Certainly. When for, madam?
Mrs Ryefield: — March the 23rd.
Receptionist: — How long will you be staying?
Mrs Ryefield: — Three nights.
Receptionist: — What kind of room would you like, madam?
Mrs Ryefield: — Er... double with bath. I´d appreciate it if you could give me a room with a view over the lake.
Receptionist: — Certainly, madam. I´ll just check what we have available. . . Yes, we have a room on the 4th floor
with a really splendid view.
Mrs Ryefield: — Fine. How much is the charge per night?
Receptionist: — Would you like breakfast?
Mrs Ryefield: — No, thanks.
Receptionist: — It´s eighty four euro per night excluding VAT.
Mrs Ryefield: — That´s fine.
Receptionist: — Who´s the booking for, please, madam?
Mrs Ryefield: — Mr and Mrs Ryefield, that´s R-Y-E-F-I-E-L-D.
Receptionist: — Okay, let me make sure I got that: Mr and Mrs Ryefield. Double with bath for March the 23rd,
24th and 25th. Is that correct?
Mrs Ryefield: — Yes it is. Thank you.
Receptionist: — Let me give you your confirmation number. It´s: 7576385. I´ll repeat that: 7576385. Thank you for
choosing San Felice Hotel and have a nice day. Goodbye.
Mrs Ryefield: — Goodbye.

1. What’s the name of the hotel?

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2. Did Mrs Ryefield book a room with a view over the mountains?
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3. When is the reservation for?
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4. What is the price of the room?
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5. How many people are going to stay in the room?
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C.1. With a partner, write a dialogue between a Receptionist and a Guest who wants to book a room. Don’t
forget to mention the following:
• The kind of room you want
• dates
• price
• intended services

C.2. Role-play the dialogue you wrote to the class.

D. Read the following dialogues:

D.1. Fill in the table with information from the dialogues above.
PROBLEM SOLUTION

E. Look at this list of complaints in a hotel. Put them in order from the most serious (1) to the least serious (7).
• “There is a party in the room next door. I can’t get to sleep.”
• “The TV remote control doesn’t work.”
 • “I didn’t get a wake-up call this morning. I was late for my meeting.”
• “My camera was stolen from the room.”
• “There aren’t enough pillows in the room.”
• “There was no hot water left when I took a shower this morning.”
• “The waiter spilt wine all over my dress at dinner last night.”

E.1. Now think of possible responses to each complaint from the receptionist. Write them on your notebook.

F. The following dialogue is an example of a good way of dealing with guests’ requests on the phone. Read it
carefully and answer the questions.

1. What’s the name of the guest and what room is he in? ____________________________________________
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2. What amenities is the guest requesting? _______________________________________________________
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3. The housekeeping uses some polite expressions when she talks to the guest. Identify them. __________________
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G. Here you have an example of taking messages transcripts. Once you’ve read it, role play it with a partner. You
can only listen to what he says. Your partner must refer to the request of some amenities, following the example
of the text of the previous exercise.
H. Reading interpretation:

1. Who is the guest talking to? ____________________________________________________________________

2. What is a Concierge? ___________________________________________________________________________
3. Where is the Hotel? ____________________________________________________________________________
4. Did the guest accept the concierge’s first advice? Why? _______________________________________________
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5. Which places did the concierge advise the guest to visit? Why did she recommend those places to the guest?
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H.1. Imagine there’s a hotel in the neighbourhood, and you are its concierge. What would you advise your guests
to visit? And in what places would you recommend them to eat? In pairs, write and role play a dialogue. Follow
the example of the previous text.

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I. Read the text and answer the questions:

1. Why did the guest phone Room Service? __________________________________________________________

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2. Where can the guest find the menu? ______________________________________________________________
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3. How long will the guest have to wait to receive her order? ____________________________________________
4. How much is the meal? _________________________________________________________________________
5. The guest asked something about the salad. What was it? _____________________________________________
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6. Did the guest order any drinks? Why not? __________________________________________________________
7. The guest ordered a different garnish for her hamburger. What was the replaced garnish?
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8. How did the guest want her burger cooked? ________________________________________________________
9. The guest specifically said she didn’t want some ingredients on her hamburger. Name them.
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10. What is the guest’s name? ______________________________________________________________________
11.What room is she in? ___________________________________________________________________________
12. What is the name of the attendant? ______________________________________________________________
J. Form pairs. Each pair will be given one of these Guest Request Situation Cards. You must role play the situation
of the card in order to practice collecting and clarifying information.

K. In the following text, a guest encounters a problem and blames it on the attendant. Answer the questions.

Guest: My laundry was not clean and some things were missing! That is incredible! How can you do this? What kind
of hotel are you?
Attendant: I am very sorry, Sir. Please let me refer you to the reception and our manager. She will take care of your
needs personally and ensure everything will turn out well. May I guide you to the reception?
At the reception
Attendant: (to receptionist) This is Mr. XYZ. He has the following problem: His clothes did not come clean out of the
laundry and some things are even missing. Could you take care of it and make sure that everything will be handled to
Mr. XYZ’s satisfaction, please?
Receptionist: Of course! (turns to guest). Mr. XYZ may I ask you again what exactly the problem is? I will write it
down and immediately try to solve it.
Guest: My laundry is NOT clean! And some things are even missing! That’s an outrage for such an expensive hotel!
Receptionist: I understand, Mr. XYZ. I am very sorry for the inconvenience. I ensure I will do everything I can to find
your lost laundry and we will, of course, wash your laundry again. In the meantime, may I offer you a free spa
treatment in our wellness oasis in the basement?
Guest: Hm. Alright. I guess I can’t do anything else anyway.
Receptionist: Thank you very much Mr. XYZ. My colleague over here will guide you to the spa area. Please enjoy
your treatment and once more, I am very sorry for the inconvenience today.

1. What is the guest’s complaint? __________________________________________________________________

2. What did the attendant do? __________________________________________________________________
3. How will the receptionist solve the guest’s problem? _________________________________________________
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4. The guest was offered compensation. What was it? __________________________________________________
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5. Making a guest feel that his/her complaint is important and will be dealt accordingly is essential. Read the text
again and write down two sentences or expressions that show that concern. ________________________________
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L. The following dialogues are examples of specific situations. Read them with a partner.

L.1. LAUNDRY ATTENDANT

Initial question:
Guest: What do I have to do when I want my laundry done?
LA: This is the laundry bag, and the laundry form. Please fill in the form if you wish to do the laundry…
Collecting the laundry:
LA: (knocks at the door.) Excuse me please, is anyone in?
Guest: (opening the door) Good morning, nice to see you!
LA: Good morning Sir/Madam. May I collect your laundry today?
Guest: That is very kind of you. Of course. Please step inside.
LA: Please do not let me interrupt your work.
Guest: Don’t worry. Please help yourself to the bathroom and the laundry.
LA: Of course sir/madam. May I ask how you are today?
Guest: Since I am in holidays, I am very well. Thank you.
…
Guest: What Liquid detergent do you use for your top loading washing machine?
LA: Usually we use locally made detergent soap. In my experience it is as effective as any of the expensive
brands but this way we support the local business.
Guest: Do you also iron fabrics yourself?
LA: Of course, Madam. We want to offer the best service to our customers. That’s why we do all on our own.
Guest: Nice to know. When will it be finished?
LA: Your laundry will be finished tomorrow after 11am. I will gladly place it in your room for your convenience.

L.2. PUBLIC AREA ATTENDANT

In the Lobby….a guest looks stressed….

PA: Excuse me sir, you look a little tense. May I help you somehow?
Guest: Oh well…yeah. Actually I am waiting for my friend here but I can’t reach him on the phone.
PA: Oh I see. Is he a guest here? I could call him on the room telephone if you want.
Guest: That would be great. Thank you. He sometimes just loves to sleep too long.
PA: No problem at all, sir. May I ask for his room number please?
Guest: Certainly. That’s 302.
PA: Thank you very much, I will call him immediately. Could you just give me your name so I can tell him who is
waiting for him?
Guest: Sure thing. It’s John Mayer. M.A.Y.E.R.
PA: Perfect. Just a short moment please. I will call him immediately over there at the reception.
Guest: Thanks a lot!
L.3. LOST & FOUND

LF: Good morning madam. May I help you?

Guest: Oh god, yes please. Please! I lost my purse!
LF: Oh I see. Do you remember where you lost it or where you had it the last time?
Guest: Not really. This morning, during breakfast, I still had it. But in the afternoon I tried to pay for my poodle’s
hairdresser and couldn’t find it.
LF: Well don’t worry, madam. We will check every inch of the hotel to find it. However, if we won’t be successful we
will, of course, assist you in getting substitute credit cards and everything you need.
Guest: Oh that’s just perfect. Thank you so much. I’m really worried right now.
LF: Don’t worry madam, everything will be fine.

L.4. ROOM ATTENDANT

RA: (knocking at the door) Room Service!

Guest: Ah! Finally! It’s open. Come in!
RA: Good evening Sir! Here is your nightly snack like ordered. Lobster with champagne. May I be of any further help
for you?
Guest: Thanks a lot! And yeah….actually I do have another question. I really need to get a new suit. Where is the best
shop here in town?
RA: Oh that is quite easy actually. There is a very famous shop just down the road at the victory gate. Its name is
Mario’s! However, if you don’t mind me making suggestions, I could have one of Mario’s employees come over to
get your sizes and they would tailor made a suit for you.

M. Pay attention to these two reviews on the Hotel Bulvar, in Moscow:

“This hotel will give you nightmares”

We stayed 3 nights at this overpriced dump. We arrived late at night and the dingy lobby was the first sign of the
impending disaster. The room was small and cramped (“cozy” was the description on their web site), with a carpet
covered with stains (some that looked like blood...possibly from a previous murder?). The shower was filthy, and the
toilet nasty, with something floating in it (we didn’t look too closely). The bed was a lumpy mess, and I woke up with
red marks all over my body. I don’t know if this was from the bedbugs, or the mosquitos that came in through the
window. Oh yeah, I forgot to mention that there was no AC so we had to open the window because the room was so
stuffy. Unfortunately, the hotel was right on the main street, and the traffic kept us up half the night. The hotel is
only a 5 minute walk to Red Square, which is a plus, but it was a very dark and dangerous area of the city. The staff
was unfriendly and unhelpful. Avoid this hell-hole!
“Delightful”

I recently stayed at this superb hotel in the center of Moscow. The hotel exceeded our expectations and certainly
lived up to its excellent ratings on Tripadvisor. If you're looking for somewhere clean, comfortable, safe, and very
close to Red Square....this is it. The room was very spacious, with lots of light and a big comfortable bed. In terms of
cleanliness, it was impeccable. The only downside was the window (kind of small). The location is great and within
walking distance of everything we wanted to see. Continental breakfast was included, but not very good. The staff
was top-notch and very accommodating. They go out of their way to make dinner reservations, recommend local
attractions, and make you feel welcome. We would definitely stay there again. Really, in terms of location, you can't
beat this hotel.

1. Which adjectives were used on both reviews? Write them down.

REVIEW 1 REVIEW 2

2. Match the adjectives with their Portuguese translation:

1. Dingy a) Hospitaleiro
2. Lumpy b) Rugoso
3. Stuffy c) Lixeira
4. Dump
d) Inconveniente
5. Cramped
6. Filthy e) Sombrio
7. Downside f) Abafado
8. Top-notch g) Sujo
9. Accommodating h) Estreito
10. Spacious i) De alto nível

M.1. What is your personal experience with hotels?

1. Have you ever stayed in a hotel that you would call a “dump”? _________________________________________
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2. How would you handle the following situations?

a) your hotel pillow has a dark stain on it __________________________________________________________
b) the people in the room next door are making love (loudly) __________________________________________
c) you find something floating in your toilet ________________________________________________________

3. Which would you prefer, and why?

a) a large but dingy hotel room b) a cramped room but with new furniture
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4. What are your main criteria when selecting a hotel?

a) Price b) Location c) Good review d) Swimming pool e) other...
5. What's the worst hotel you've ever stayed at? And the best? ___________________________________________
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6. What aspects of staying in hotels do you like/dislike? _________________________________________________

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7. Do you like staying at Bed & Breakfasts? ___________________________________________________________

8. What are some of the downsides of staying in a youth hostel? __________________________________________

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9. Have you ever tried something like a home-exchange? ________________________________________________

10.Have you ever ordered room service? _____________________________________________________________

11.Do you ever eat anything from the minibar? Why or why not? __________________________________________
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12.Have you ever had bed-bugs, either at home or in a hotel? ____________________________________________

13.How do you choose your hotel? (Travel agency, internet...?) ___________________________________________

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14.What are your favorite web sites for finding hotels and reading reviews? _________________________________
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15.Do you trust the reviews you read, or must you take them with a grain of salt? ____________________________
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16.Have you ever written a hotel review? If not, why not? ________________________________________________
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17.What kind of people do you think actually take the time to write online reviews? __________________________
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18.Do you think a Spanish person and an American would have the same opinion of a hotel in Paris (for example)? If
not, why not? ___________________________________________________________________________________
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