Housekeeping-Room-cleaning

RoomCleaning•Whatwelearntoday•Howtoaskiftheguestwouldliketodotheroom?••Howtoresponseiftheguestasktodotheroom?BackgroundInformationStatusoftheroomOCC(Occupied）VAC(VacantRoom)C/O(CheckOut)OOO(OutOfOrder)BR(BlockedRoom)住客房空房走客房待修房保留房WordslistHousemaidRoomattendantRoommaidDo/makeup/tidyuptheroomTurn-downserviceTowelHangerThermosSlippersWorkingprocedureI.RoomAttendantplantodotheroom:••Knockingatthedoor▫Housekeeping.MayIcomein?•Askiftheguestwouldliketodotheroom▫Iamsorrytodisturbyou.▫ShallI/mayIcleanup/do/makeup/tidyupyourroom?▫Wouldyoulikemeto-------•AskiftheguestwouldliketodotheroomComein,please.Justamoment,please.Yes,please.We’reonourwayoutsoweputthe“makeup”signon.Couldyoubringussomemoretowelsandhangers?•RoomAttendantgototheroom:•Iftheguestsay“YES”▫Itrymybesttofinishitin20min.▫Sorry.ButIpromisetocleanup/doitwellinhalfanhour/beforeyoucomeback/assoonasIcan.▫I’llcleanthebathroomfirstandreplacesomefreshtowelsforyou.▫MayIdrawthecurtainforyou?▫MayIturnonthelightforyou?▫DoyouneedI/wouldyoulikemetoreplace____foryou?•Iftheguestsay“NO”▫Whattimewouldyoulikemeto----?▫Whattimewoulditbeconvenient?▫WillitbeconvenientforyouifIcometodoyourroominanhour?▫Ipromiseyourroomwillbereadybeforeyoucomebackfrom---.▫PleasecleanitwhenIamout.•Ending▫IsthereanythingIcandoforyoubeforeIleave?II.GuestaskRAtodotheroom:It’salmost2pm.Youhavenotmadeupmyroomyet/myroomhasnotbeendone/madeupyet.▫Iamsorry.IwillcleanyourroomassoonasIfinishthisone.▫Accordingtoourregulation,wealwaysdothecheck-outroomfirst,unlessthereisarequest.▫Wealwaysmakeuproomsearlyonrequest.▫Acheck-outroommeansaroomwhichisbeingvacatedattheendofaguest’sstay.Wehavetogettheroomreadyforsaleagainbythefrontdesk.UsefulExpression•ChangetheFacilitiesPleasegetmesomesoap.Theslippersarewornout.Changethemforme,please.Getathermos,please.▫Allright,I’llgetitforyourightaway.▫Justamoment,I’lldoitrightnow.▫No.Ifthereis,I’llgiveittoyouintime.UsefulExpression•Turn-downservice▫MayIdotheturn-downserviceforyounow,Sir?▫ShallIcomebacklater?▫ShallIdrawthecurtainsforyou?▫CanImakethebedsforyounowordoyouwishittobedonelater?CouldIhaveanextrabed?PleasecalltheReceptionDeskfirst.I’llgetyouonewiththeirpermission.UsefulExpression•Makeanapology▫Excuseme.▫Iamsorry.▫Ibegyourpardon.▫Pardonmeforinterrupting.▫Pleaseexcusemeforcomingsolate.▫I’msorryIwassocareless.▫It’smynegligence.Ibegyourpardon.HowtocleantheguestroomDrawthesheercurtainsandblack-outcurtainsRubbishdisposalRemoveusedlinenandmakebedDustingCleanthebathroomReplenishsuppliesVacuumthefloorSelfcheckStartcleaningthenextguestroomTipsOffseason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Peakseason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OrderforcleaningSituationDialogue(Homework)•Turn-downservice•Roomcleaning•Makeuproomlater