1. ENGLISH FOR
HOUSEKEEPING
By Saeful Anwar. M.Par.MM
PART
ONE

2. SMILING WELCOMESMILING WELCOME
 RA : Good afternoon Ladies & Gentlement. Did
you have a good trip?
 Guest : Yes thank you
 RA : Welcome to the Marbella Anyer, I am your
room attendant, My name is Habibie. Just
let me know if there is anything I can do for
you?
 Guest : Well, where is room 3325
 RA : Ah, Mr.& Mrs. Williams. Would you care to
step this way, please. It is along here.
 Guest : How do you know our names?

3.  RA : It was on the arrival list for room 3325.
Here we are! May I have your key, please.
After you, please.
 Guest : When will our luggage arrive?
 RA : Your cases will be here shortly. The bell
department is handling everything.
 Guest : My hair’s a mess! Where can I find a hair
dresser?
 RA : All our services are listed here in the
compendium.
 Guest : Compendium?
 RA : Let me show you.
 Guest : Thanks! Actually we are tuckered out
after our journey and do not want to be
disturbed.

4.  RA : Just place this “Please do not disturb” sign
outside the door. If it is turned the other
way. I shall know you want me to make up
your room.
 Guest :How about breakfast in the bed tomorrow,
honey.
(to wife) OK.. When should we order that?
 RA : This is your door knob menu. Just check
the items you would like for breakfast, mark
down the time, and hang it outside your
door before you go to bed to night
 Guest : I hope I get up on time!

5.  RA : You may place a wake-up call with the
operator.
 Guest : Thank you. You have made us feel very
welcome.
 RA : My pleasure sir. Will there be anything
else?
 Guest : I’d love a cool drink.
 RA : There are drinks in the mini bar (show).
Please let us know if there is anything else
we can do for you.
 Guest : We will do that!
 RA : I hope you enjoy your stay with us

6. ENGLISH FOR
HOUSEKEEPING
LESSON 2
DEALING WITH EMERGENCIES
Joe a Room Attendant is with Mrs. Smith and
her children, John and Anne

7.  Mrs. Smith: Room attendant, could you come here
please!
 RA : Oh please call me Joe, May I Help you
 Mrs. Smith:Yes Joe, could you come into the boy
bathroom please, the water in the toilet is
running over. (They enter the boy’s
bathroom. Mrs. Smith turns on the switch).
Look at the floor. It’s like a swimming pool.
Can you send some one to fix it?
 RA : Don’t Worry, leave it to me. I will call the
maintenance department, and I will also
make a report to the housekeeper at once.
 John : What’s a housekeeper?
 Anne : I know. She looks after all the room and
sees that our sheets, pillow cases and
towels are all clean

8.  John : I know too. She sees this bathroom is clean
too. The toilet bowl, wash basin and bath
tub.
 Anne : But you look after our toilet paper and
soap, and other supplies, don’t you?
 Room Attendant : Yes I do, but the housekeeper
is still in charge.
 John : Can I tell you a secret? My ball fell into the
toilet bowl and it’s gone.
 Room Attendant : Oh! So that’s the trouble.
Well, you are the hones young man. Don’t
worry> I believe the plumber can get the ball
out.

9.  John : What’s plumber?
 RA : He is one of the engineers. Here he is now.
Let’s leave the bath room for him to do his
repairs
 Mrs. Smith: Sorry to give you so much trouble.
 RA : That’s quite all right. Is there anything
else I can do for you?... Well good night and
sleep well.

10. SERVICES
1. To ensure service is more friendly always introduce your self;
‘ My Name is Joe, Let me know what I can do for you”
“ Please call me Joe, May I help you?
2. Good service means not only doing what is required, but also offering
to do extra. Notice when Joe leave the room, he says
“ Is there anything else I can do for you?
“ Will there anything else?
“ Will that be all?
3. When you notice a guest is upset or worried, say:
“ Don’t worry, leave it to me.
4. When guest call you. Don’t say “Yes”?
Say : May I help you?
Could be I Assistance
5. When guest says. “sorry” don’t say, Never mind” or “don’t bother” say :
“That’s quite all right” or It’s really doesn’t matter.
“ It’s nothing
6. After saying, “Good night” always say:
Say: Have a good night’s rest, or “sleep well and pleasant dream.”

11. THANK
YOU &
SEE U