Code : E_HK_01_C

Specialization : English for Housekeeping

Topic : Telling Time

Staff : Good morning, sir. May I help you?

Guest : Good morning, could you tell me the time, please?

Staff : Yes, it is half past eight, sir.

Guest : Do you know what time the gym is open?

Staff : Certainly sir, its 8 o’clock in the morning.

Guest : And what time is it close?

Staff : It is 5 o’clock in the afternoon sir.

Guest : I see. Where is the spa and massage, please?

Staff : It is near the swimming pool, sir.

Guest : How long is it open?

Staff : it’s open from 9.00 am up to 9.00 p.m sir.

Guest : Oh good. Thank you very much.

Staff : You’re welcome sir. Have a nice day.

English for Housekeeping

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Code : E_HK_02_C
Specialization : English for Housekeeping
Topic : Taking Room Service by Telephone

Staff : Good afternoon Housekeeping, Putu speaking. May I help you?

Guest : Good afternoon. I would like some more bath towels, please.

Staff : Alright sir. May I know your name and your room number, please?

Guest : My name is Rooven, in room one eighteen, please.

Staff : Excuse me, sir. Could you spell that for me, please?

Guest : That’s R-O-O-V-E-N. Room one one eight, please.

Staff : Thank you sir. So, two more bath towels for Mr. Rooven in room one eighteen. Is
that correct?

Guest : Yes. That’s correct.

Staff : Alright sir. I’ll bring your towels right away.

Guest : Alright. Thank you very much.

Staff : You are welcome sir. Have a nice day.

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Code : E_HK_03_C
Specialization : English for Housekeeping
Topic : Taking Laundry

Staff : Good morning, Staff service, please.

Guest : Come in.

Staff : Good morning Mr. Brown, I’m Putu from Laundry Service. Do you have any
laundry to be done, Sir?

Guest : Yes. Please take it beside my bed.

Staff : Certainly, sir. Could I check your laundry first?

Guest : Of course.

Staff : Well Mr. Brown. You have 2 shirts and 2 pair of trousers. The total is 4 pieces. Is
that correct?

Guest : Yes. It’s correct.

Staff : Do you any special instructions? In our hotel we provide washing, dry cleaning and
pressing only.

Guest : Washing, please.

Staff : May I know what kind of service do you need? We have regular service, express
service and emergency service.

Guest : Could you explain to me about the service?

Staff : Certainly Mr. Brown. If you choose regular service, your laundry will be collected
before 10 am, and will be returned after 5 pm in the same day. Collection after 10
am will be return next day after 5 PM. The price is normal price with 21% tax and
service. If you choose express service, the last collection is 12.00 o’clock . Your
laundry will finish in 6 hours with 50% additional charge + 21% tax and service.
The emergency service is the last collection at 2 am and your laundry will finish in 3
hours with additional 100% + 21% tax and service. Which one do choose, sir?

Guest : Emergency, please.

Staff : Alright Mr. Brown. what kind of finishing do you want? Folded, on a hanger or
shirt starched?

Guest : On a hanger, please.

Staff : Alright Mr. Brown. May I repeat your request?

English for Housekeeping

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Guest : Yes, please.

Staff : Well, you have 4 pieces of laundry. 2 shirts and 2 trousers. You choose washing
and emergency service with shirts and trousers on a hanger. Is that correct?

Guest : Yes. It’s correct.

Staff : Alright Mr. Brown. Thank you so much for your laundry. I will process your
laundry as soon as possible and will deliver to you approximately 3 hours later. If
you need any information, please call us by dialing number 44 from your room
phone.”

Guest : Alright. Thank you for your service.

Staff : With pleasure Mr. Brown. Have a nice day.

Guest : You too.

English for Housekeeping

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Code : E_HK_04_C
Specialization : English for Housekeeping
Topic : Explaining Laundry Service

Clerk : Good morning. Laundry Service. Can I help you?

Guest : Good morning. Can I have my laundry done today?

Clerk : Certainly, mam. Can you fill out the laundry form, please?

Guest : OK. Here you are.

Clerk : Well. Thank you. Where is your laundry?

Guest : Here in the laundry bag.

Clerk : Any more?

Guest : Yes. Well, I want to have a suit dry-cleaned. I have an important dinner to attend at
6 o'clock this evening. Do you think I could have it back before then?

Clerk : Yes, I think so.

Guest : How much do you charge for special laundry?

Clerk : In addition to the normal charge, there is a 20% extra charge.

Guest :.That sounds great.

Clerk : Is there anything else, mam?

Guest : When will the clothes be returned to me? I'm leaving on Saturday.

Clerk : Well, today is Thursday, it usually takes a day so should be ready to collect
tomorrow evening.

Guest : Thank you.

Clerk : Have a nice day, mam.

Guest : Thanks. You too.

English for Housekeeping

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Code : E_HK_05_C
Specialization : English for Housekeeping
Topic : Collecting Laundry

Valet : (knock the door 3 times) Good morning afternoon, valet service.
Guest : Come in .
Valet : Good afternoon, sir. I’m Gusti from valet section. Did you ring about your laundry?
Guest : Yes, take it on the sofa please. (the list is not filled out)
Valet : Excuse me mam. May I fill out the list, please?
Guest : Of course. Thank you.
Valet : Well mam, you have 2 shirts, 2 pants, and two T shirts. Would you like to check it in
Guest : Yes, that’s right. Thank you.
Valet : Would you like it washed, dry cleaned, or pressed
Guest : Washed please. When will it be ready?
Valet : It will be ready tomorrow at 2 o’clock
Guest : Oh that’s too long. I’m going to check out tonight.
Valet : There’s a special express service mam. But there’s extra 50% charge.
Guest : Is that same-day service, too?
Valet : Yes mam. It’s same day service.
Guest : Alright. I’ll take it.
Valet : Alright mam. What kind of finishing do you want? folding or on a hanger?
Guest : On a hanger, please.
Valet : Alright mam. So,you will take the express service on a hanger. correct?
Guest : Yes, that’s correct.
Valet : Alright thank you for using our service. Your laundry will be ready in three hours
later.
Guest : Thank you very much.
Valet : You’re welcome mam. Have a nice day.

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English for Housekeeping
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Code : E_HK_06_C
Specialization : English for Housekeeping
Topic : Repairing Services (Call for Reporting a Problem)

Room Service : Good afternoon room service, Wayan is speaking. How may I assist
you?
Guest : Yes, I am Aston, I have a problem.
Room Service : Sure, Miss. Aston. May I know what your problem is?
Guest : I’ve lost a button on my shirt. Can you replace it, please?
Room Service : Sure, mam. May I know your room number sir?
Guest : Room 401.
Room Service : All right Sir, we will send someone to check it.

Guest : Thank you.

Room Service : It’s been my pleasure Mam.

English for Housekeeping

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Code : E_HK_07_C
Specialization : English for Housekeeping
Topic : Repairing Services (Repairing/ Maintenance Service)

Room Service : Good afternoon, room service

Guest : (open the door) yes... I’ve lost a button on my shirt. Can you replace it
please?

Room Service : I beg your pardon mam?

Guest : A button has come off my shirt.

Room Service : Which shirt, Mam?

Guest : This one... The black one.

Room Service : Which button is missing, mam?

Guest : The one on the sleeve. On the cuff.

Room Service : Oh, yes. I think we can fix that for you, mam. I will sew on another
button. It won’t take long.

Guest : Oh thank you!

Room Service : You are most certainly welcome, Mam!

English for Housekeeping

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Code : E_HK_08_C
Specialization : English for Housekeeping
Topic : Dealing with Lost and Found Unit

Reception : Good Evening, Kecak Hotel. Wayan speaking, How may I assist you
Madam?

Guest : Good Evening. I am Tania. I need to report lost item. I was so careless of
my baggage and I think I left one of my purses in your hotel room.

Reception : I am really sorry that happened Miss Tania. May I know what it is looks
like?

Guest : It is black leather purse

Reception : May I know what was in your purse?

Guest : Actually there were my credit cards and I need it to book my flight back
to the U.S

Reception : I understand Miss Tania, I am really sorry about it. We will send you a
form, please provide a detailed description, room number, date of
checkout and brand, color, size of your lost item.

Guest : Sure... will do.

Reception : Well Miss Tania, we make every effort to return articles left at the hotel.
We will follow up with you within 24 hours by email and make
arrangement to a courier to your address.

Guest : Thanks, I appreciate it.

Reception : Anything else Miss Tania?

Guest : No, I think that’s all.

Reception : Well, thank you for calling Miss Tania, Have a good day!

Guest : Thanks!

Reception : You are welcome

English for Housekeeping

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Code : E_HK_09_C
Specialization : English for Housekeeping
Topic : Handling Complaint

Staff : Good evening. Housekeeping. May I help you?

Guest : Good evening. We ran out of toilet paper. Is it possible to get more?

Staff : Of course, Mam. Is there anything else you require?

Guest : No.

Staff : Yes Mam, May I know your room and your name?

Guest : Bush. Room 202

Staff : Well, Miss Bush. Room 2020. We will send our staff immediately to add some more

toilet paper to your room. I’m very sorry for your inconvenience. Have a good night.

Guest : Thank you. Good night.

English for Housekeeping

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