Rizki Ardhana (202303510005)

Katarina Maura (202303010003)

Felicia Laura (202303010012)

Hazel Josephine (202303010001)

Speaking Skills

Since housekeeping may often require interacting with hotel guests, speaking skills are very important in order to establish a friendly and hospitable mood by making small talk, offering help and accepting requests.

Listening Skills

Understanding requests from guests are vital for housekeeping in order to provide the proper help needed and fulfill those requests; listening skills are thus crucial for guest satisfaction and avoiding complaints.

Listening Skills

Like any other job, staff members are required to have good listening skills to understand what their supervisors are telling them, whether it be advice for the job, orders or other information.

Speaking Skills

Housekeeping does not only need to be able to speak well to guests, but also to their supervisors in order to establish effective communication and keep their supervisors informed on the jobs they have been doing.

Speaking Skills

Housekeepers have to be clear in describing the items in the room and simple while giving explanations about what she/he is cleaning or showing a guest where things are. 

Listening Skills

Housekeepers must listen carefully to any special requests or instructions from guests or their supervisors to make sure they do the job correctly.

Listening Skills → Housekeeping in hospitality needs to focus on understanding spoken instructions and key vocabulary from their managers, guests, and related stakeholders in the workplace.

Speaking Skills →  Besides cleaning the hotel’s room, housekeeping needs to practice dialogues for workplace scenarios, such as interacting with managers, colleagues, and even their guests. 

Room status - Status kamar

Routine inspection - Inspeksi rutin

Do Not Disturb (DND) - Jangan Ganggu (DND)

Room service - Layanan kamar

Housekeeping Supervisor - Supervisor kebersihan

Room maid - Petugas kebersihan kamar

Special service - Layanan khusus

Complimentary gifts - Hadiah gratis

Bouquet - Buket

Limousine service - Layanan limusin

Temperature - Suhu atau demam

Severe headache - Sakit kepala parah

Guest : tamu

Room : kamar

Extra : tambahan

Provide : menyediakan

Assist : membantu

Restock / Replenish : mengisi kembali

Towel : handuk

Shampoo : sampo

Shower gel : gel mandi

Vacuum : menyedot debu 

Blanket : selimut

Coffee : kopi

Tea : teh

Housekeeping cart : troli yang penuh dengan alat-alat pembersih & persediaan lainnya

Room : kamar

Roster : daftar tugas

Schedule : jadwal

Bed linen : sprei ranjang

Towel : handuk

Stock : persediaan

Checklist : daftar periksa

Vacuum : menyedot debu

Dust (v) : membersih 

Bathrobe : mantel mandi

Carpet : karpet

Disinfect : membasmi kuman

Sweep : menyapu

Mop : mengepel

Porch : beranda

Patio : teras

Housekeeper - Pembersih kamar / Pembantu rumah tangga

Rug - Karpet

Vacuum cleaner - Penyedot debu

Hose - Selang

Floor - Lantai

Apron - Apron / Celemek

Rubber gloves - Sarung tangan karet

Garbage can - Tempat sampah

Cabinet - Lemari

Curtains - Gorden

Stool - Bangku kecil

Cushion - Bantal

Blanket - Selimut

Bed cover - Penutup tempat tidur

Cleaning - Membersihkan

Sucking up (dirt) - Menyedot (debu)

Wearing - Memakai

Changing (garbage) - Mengganti (sampah)

Bending over - Membungkuk

Describing Tasks – Explain what housekeepers are doing in the room, such as cleaning, vacuuming, or changing sheets, to keep guests informed.

Explaining Hotel Features – Provide information about items in the room, such as how to use the TV remote or where to find extra amenities.

Assuring Quality Service – Reassure guests that their requests will be handled promptly and professionally.

Giving orders – Give orders to junior housekeeping staff to fulfill requests from hotel guests

Informing – Inform supervisors which jobs you have completed off your checklist

Offering help – Offer and inquire the specific type of help the guests are requesting, including any hotel commodities that the guests may need

Assuring – Assure guests that housekeeping will be fulfilling their requests right away and is always available should they need any more help

Checking room status – Asking if everything is satisfactory or needs attention.

Offer-respond cleaning service – Providing room cleaning and managing guest preferences regarding timing, taking orders for in-room dining, and apologizing for missing items. 

Handling Guest Illnesses – Assisting with health-related concerns, including offering immediate support (e.g., calling a nurse or doctor).

Arranging Special Services – Coordinating extra services, such as transportation, flower arrangements, or special gifts for occasions.

Checking room status

• "Good afternoon, sorry to disturb you."

• "I am just checking whether everything is alright."

• "Would you like your room cleaned?"

Offer-respond cleaning service

• "How can I help you?"

• "Just put the DND sign on the door."

• "May I help you?"

• "We are extremely sorry, sir."

• "We will send the menu right now."

Handling Guest Illnesses

• “May I know what the problem is?”

• “Don’t worry sir. I am sending the hotel nurse right now.”

• “I will also call the doctor”

• “The nurse will be right away to your room”

Arranging Special Services

• "What type of special service do you require?"

• "We will ensure that everything is ready in your room before she arrives."

• "You will be delighted with the arrangements."

Modal Verbs

Modal verbs are used to express ability, possibility, permission, requests, offers, or obligations. In housekeeping-related language, they often convey politeness and professionalism. In this case, modal verbs are commonly used are may, could, and would. For example, “May I help you with anything?”, "Could we clean your room a bit later?", and "Would you like your room cleaned now?".

Present Continuous

The Present Continuous tense is used to describe actions happening at the moment of speaking or planned future actions. In this context most commonly used on actions happening now and future plans or arrangements. For example, "I am sending the menu to your room immediately." and "The chauffeur is arriving at 6:45 p.m. for your fiancé."

Simple Present

The Simple Present tense is used for routines, habits, general facts, or actions that are not time-specific. Its uses in the housekeeping context, as shown in the video, include describing daily routines or processes and explaining general facts about services. E.g. "The housekeeping team inspects each room for cleanliness every morning." and "We offer complimentary amenities to all our guests."

Simple Present Tense:

Housekeeping often uses the present tense to describe actions happening at the moment or routines. This conveys clarity and professionalism.

Examples:

1. "I clean the rooms daily to ensure they are ready for guests."

2. "The vacuum cleaner removes dust and dirt from the rug.”

Simple Past Tense – The simple past tense is used when informing your supervisor which of your housekeeping duties in your checklist have been done. For example, it is visible in the following sentence: “I dusted all surfaces including shelves and furniture.”

Imperatives – When you become a supervisor or a head housekeeper, you’ll need to use direct and clear imperatives to tell your staff what the hotel guests need. This is to get the job done quickly, which is especially important when guests make spontaneous requests or when showing someone the ropes. For example, this is seen in the following sentence: “Make sure to vacuum and dust each room, and always change the bed linen.”

Simple Future Tense – The future tense is used to show that housekeeping is committed to getting guests the things they need as quickly as possible in order to resolve any inconvenience. This reassures guests and tells them their requests are not being ignored. For instance, it is visible in the following sentences: “Noted. We'll provide you with fresh supplies of shampoo and shower gel.”

Interrogatives – Since it is the main job of housekeeping to attend to the guests’ needs, we always need to offer help as much as possible, which often involves repeating questions to make sure that we understand exactly what the guest is asking for. Examples of these interrogatives include “Anything specific, like face towels or bath towels?” and “Anything else we can assist you with?”

Offering help 

Departure: Keberangkatan

Stay: Menginap

Filthy: Kotor

Sanitize: Mensterilkan

Deodorizer: Pengharum ruangan

Bedding: Sprei

Deep-clean: Membersihkan secara menyeluruh

Scrubbing: Menggosok

Dusting: Mengepel debu

Polishing: Memoles

Check-list: Daftar periksa

Cleanliness: Kebersihan

Replenishing: Mengisi ulang

Cart: Troli

Hazardous: Berbahaya

Laundry: Cucian

Turndown: Persiapan tidur

Report: Laporan

Supplies: Persediaan

Ballroom: Balai pesta

Disposable: Sekali pakai

Linens: Linen

Expressing opinions and feelings: "I feel like I have been on my feet for days!", "I would be embarrassed to do that."

Describing situations and events: "I had to sanitize it twice!", "The whole wash came out pink."

Asking and answering questions: "How bad was it?", "How many rooms do you have left?"

Making suggestions and requests: "I told her that I would do it in the morning.", "If I see him, I will tell him that you want him."

Idioms and colloquialisms: "I feel like I have been on my feet for days.", "cleanliness is next to godliness."

Common phrases: "At last a break.", "I don’t know how we are going to finish everything on time.", "I suppose at least with the stays you don’t need to worry too much."

Simple present tense: used to describe habitual actions and current states.

Present perfect tense: used to describe actions that started in the past and continue up to the present.

Past simple tense: used to describe completed actions in the past.

Future simple tense: used to express future plans and predictions.

Conditional sentences: used to express hypothetical situations and their consequences.

Reported speech: used to report what someone else has said.