1. Unit 2 Housekeeping
Topic 6 Maintenance Service in the Guest
Room (2 periods)

2. ▲ Maintenance working

3. ▲ Learning procedures:
• 1. Learning objectives
• 2. Background information
• 3. Discussion and facilities recognition
• 4. Listening activities
• 5. Notes
• 6. In- class exercises
• 7. Further development activities
• 8. Assignment

4. ▲ Learning objectives
• 1. Students are required to be familiar with the
maintenance service in a hotel.
• 2. Students are required to know how to offer a good
maintenance service.
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5. ▲ Background information
• Hotel employees should appear organized and work as a
team.

6. ▲Background Information
• Watch this video and read the following material and
then work out the main task of the maintenance department.
• hotel maintenance - Video.flv
• A plan to do maintenance work in the future is usually
of two types and that is scheduled maintenance and
preventive maintenance. Scheduled maintenance is that type
of work that requires longer durations to complete, planning
of manpower and tools and materials required, co-
ordination with other trades and possibly outside contractors.

7. ▲Background information
Maintaining the highest
Standard of room
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8. ▲ Discussion and Facilities Recognition
• Activities:
• 1. Discuss some specific maintenance work in a hotel.
• 2. Look at the following pictures, and have a discussion
with two in a pair. (★ Pictures).
• 3. Two or three groups are chosen to make a presentation
about their discussion.

9. Facilities introduction

10. Home

11. ▲ Listening activities
• 1. Listen & answer
Dialogue
• 1) What is wrong with the toilet in Room 3103 and what is the
guest’ name?
2) Is there any thing else to be repaired?
2. Oral practice
Dialogue
• Listen to the dialogue again and repeat, paying attention to the
fluency and tone of your voice.

12. Dialogue :
There is something wrong with the toilet.
• G=Guest, A=hotel clerk A, B=hotel clerk B
A：Housekeeping. What can I do for you?
G：Yes, there seems to be something wrong with the toilet.
A：I am sorry to hear that. We’ll have someone to fix it for
you right away. What’s your room number, please?
G：3103
A: 3103, Mr. Smith, am I right? Don’t worry. Our worker will
arrive in a moment.
G: Right, thank you.
(Three minutes later, there is a knock on the door.)
B：May I come in?

13. Dialogue :
There is something wrong with the toilet
• G：Come in．
B：The toilet is not working well, is it, Mr. Smith?
G：No, it isn’t. The toilet doesn’t flush.
B：Let me see. Oh，it’s clogged…It’s all right now. You
may try it.
G：Yes, it’s working now. Thank you.
B：You’re welcome. Anything else？
G：The water tap drips all night long. I can hardly sleep.
B：I’m very sorry, sir. Some part needs to be replaced. I will
be back soon.
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14. ▲ Notes
• 1. Words and Expression
2. Useful sentences
1). There is a terrible smell in my bathroom.
2). My toilet overflowed.
3). My sink/ceiling is leaking.
4). The picture is wobbly．
5). The air conditioner /refrigerator/heating system/TV…isn’t
working.

15. Maintenance worker
• We are always at your best service.
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16. ▲ In –class exercises
• 1.Make up a dialogue based on the given situation with
your partner and act it out.
• G: You are a guest. You complain that the toilet bowl flushes.
C: You are a hotel clerk. You get the necessary information
and promise to have it fixed by a plumber in 5 minutes.
2. Presentation:
What role do you think the Housekeeping Department
plays in a hotel?
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17. ▲ Further development activities
• 1. Have a discussion about how to offer quality
service to guests.
• 2. Watch the video and make another situational
dialogue with your partner.
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18. ▲ Assignments
1. Report
Have a discussion and work out a report about maintenance
work in a hotel according to the following:
A: Your partner lists all kinds of possible facilities problems
in a hotel. You try to work out ways to solve them.
B: Give opinions about the work of the maintenance
department of a hotel.
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