Gunadarma University

MODULE 3
TRAINING FOR COMPETENCY
CERTIFICATION

S1 – ENGLISH LITERATURE

Certification Scheme :
ENGLISH FOR TOURISM –
HOUSEKEEPING

Competence Unit :

BHS.IK02.003.01
Tourism and Tourist Attraction

BHS.IK02.004.01
Offering Laundry Services

BHS.IK02.005.01
Explaining about Room Status

2017
 GUNADARMA UNIVERSITY

MODULE 3
TRAINING FOR COMPETENCY CERTIFICATION

S1 – ENGLISH LITERATURE

Certification Scheme:

English for Tourism – Housekeeping

Competency Unit:
BHS.IK02.003.01 Tourism and Tourist Attraction
BHS.IK02.004.01 Offering Laundry Services
BHS.IK02.005.01 Explaining about Room Status

Composed by:
Agung P.Wibowo, S.S, M.Sas
Robingah,S.S, M.Sas

Editors:

Dr. Ichwan Suyudi, MM

Dr. Ahmad Juma Khatib Nur Ali, M.Si

Depok, 2017
 FOREWORD

Thanks to Allah SWT, GOD Almighty. As for, HIS blessings English for
Housekeeping module 3 can be completed. Module 3 is a part of English for
Housekeeping module series. The module objectives is to give English
Department students the skills that are require on English for Housekeeping.
In English for Housekeeping module 3, we will learn basics things in
housekeeping. The understanding of this module is prerequisite for learning
lessons in English for Housekeeping module 4. Therefore, it is important to study
each unit and its competence elements of the module diligently.
The module 3 consists of three units; Tourism and tourist attraction,
offering laundry services, and explaining about room status. In each unit, learners
will learn competences in using English toward various context of housekeeping.
The unit’s lessons in the module 3 actually are general knowledge in
tourism services and a daily life skill in communicating. As example, in unit
seven; the lesson are concerning travel, tourist, and tourism. Then in unit eight,
learners will learn about terms in laundry department and offering laundry to the
guest. Meanwhile in unit nine of the module, we will learn describing the types of
room correctly, explaining about how to make a report about room status, and
answering the response of room status.
The module 3 also support by evaluation sections. Each unit consist
multiple choice exercise, case study and practice. The evaluations sections made
for helping learners evaluate their understanding of the unit’s competence of the
module. Finally, after studying all units in module 3 with all its elements of
competence hope you will able to understand English terms in housekeeping and
communicate using English in housekeeping context.
Our gratitude is to the Vice Dean for Academic Affairs, Mr. Dr. Ichwan
Suyudi, M.M and the Head of English Department, Mrs. Dr. Rita Sutjiati Djohan
for their full support. Our thanks also to Dr. Ahmad Juma Khatib Nur Ali, M.Si as
the Head of Literature and Language Development Centre for his coordination
and technical support in preparing this module. Last but not the least, our

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gratitude’s goes to the head of Gunadarma University LSP Mr. Dr.R.Supriyanto
and his staffs for their funding and coordination.
Lastly, suggestions and critiques are welcome for the perfectness of further
module in the future.

Depok, September 2018

Editors

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 TABLE OF CONTENTS

FOREWORD .................................................................................... i
TABLE OF CONTENTS ............................................................... iii
Unit 7: Tourism and Tourist Attractions ...................................... 1
1. Travel, tourism and tourist ....................................................................... 2
1.1. Vocabularies and expressions related to tourism ............................ 4
1.2. Language and expression to learn ................................................... 6
2. Giving information about tourism and tourist attractions......................... 8
2.1. Tourist attraction information .......................................................... 8
2.2. Simple guidance of tourism and tourist attractions ........................ 10
2.3. Language focus in delivering information ..................................... 11
3. Exercises ............................................................................................... 12
3.1. Multiple choice .............................................................................. 12
3.2. Essay .............................................................................................. 13
3.3. Case Study ..................................................................................... 14
3.4. Practice ........................................................................................... 15

Bibliography ............................................................................................... 16

Unit 8: Offering Laundry Services................................................ 17

1. Terms in laundry services ..................................................................... 18
1.1. Types of laundry ............................................................................ 19
1.2. Information of laundry’s type ........................................................ 19
1.2.1. Laundry equipment ............................................................... 20
1.2.2. Laundry process .................................................................... 21
1.3. Types and material clothing ........................................................... 23

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 1.4. Guest laundry handling .................................................................. 26
2. Offering laundry to the guest ............................................................... 33
2.1. Some expressions in offering laundry services ............................. 33
2.2. Language technique ....................................................................... 33
2.3. Taking note of ordering ................................................................. 35
3. Exercises .............................................................................................. 36
3.1. Multiple choices ............................................................................. 36
3.2. Essay .............................................................................................. 37
3.3. Case study ...................................................................................... 38
3.4. Practice ........................................................................................... 38

Bibliography ............................................................................................... 39

Unit 9: Explaining about Room Status ......................................... 40

1. Describing the room status correctly ................................................... 41
2. Explaining about how to make a report about room status ................. 46
2.1. Room status report sheet is filled correctly ................................... 50
2.2. Room status report explained briefly and clearly .......................... 50
3. Answering the response about room status........................................... 51
4. Exercises .............................................................................................. 55
5. Case study ............................................................................................ 59
6. Practice ................................................................................................. 60
7. Bibliography ......................................................................................... 61

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 Giving Explanation about Tourist
7 Attractions

Objectives:
1. Mentioning Tourism and Tourist Attractions
1.1. Vocabulary and Expression Related to
Tourism
1.2. Useful Expressions to Explain Tourist
Attractions
2. Giving Information about Tourism and Tourist
Attractions
2.1. Tourist Attractions Information
2.2. Simple Guidance of Tourism and Tourist
Attractions
2.3. Language Focus in Delivering Information
3. Exercises
3.1. Multiple Choices
3.2. Essay
3.3. Case Study
3.4. Practice
4. Bibliography

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 Giving Explanation about Tourist
7 Attractions

1. Mentioning Tourism and Tourist Attractions

Travel may be defined simply as 'people who move from one place to
another by using a variety of modes of transport.' (Youell, 2003). Travel may be
undertaken for a wide variety of purposes, including, on a local scale, commuting
and shopping; and on an international scale, migration (travel with a commitment to
live and work long-term or permanently in another country or region) and
diplomatic or military service overseas.
The purposes of travel classified as 'tourism', however, are more generally:
Leisure, recreation and holidays, health and fitness (including receiving
medical treatment), sport, education, and cultural, social or spiritual pursuits
(including religious pilgrimages, say).
Attendance at business meetings, exhibitions and trade fairs, conferences
and conventions etc (in other words, temporary business visits, rather than
long-term plans to work in other countries).
Visiting friends and relatives.

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 The activities of people travelling and staying in any places outside their
usual environment for a periodic of time for leisure, business and any other
purposes is defined as tourism by the World Organization. (ibid). This definition
has now been accepted by the UN Statistical Commission for the purposes of
measuring tourist numbers and patterns.
Tourism therefore focuses specifically on the movement and activities of people
who:
Travel to a location that is not
their normal place of work and
residence
On a temporary or short-term
visit
For a variety of purposes.
If we think about 'holidays', we might think that tourism is synonymous with leisure
and recreation. However, this is not the case.
Leisure is a measure of time: the 'free time' people have left over after their
work and other commitments are met.
Recreation is the variety of activities undertaken during leisure time.
Tourism is a distinctive type of recreational activity, specifically focused on
travel, mobility or change of location (further afield and for longer duration
than 'everyday' recreation). It also embraces non-leisure and non-
recreational activity, most obviously in the form of business travel.

A tourist attraction is an interesting places where tourists visit, generally

for it inherent or exhibited natural or cultural value, historical significance, natural
or built beauty, offering leisure, adventure and amusement
(https://en.wikipedia.org/wiki/Tourist_attraction).
Tourism and hospitality industry cannot be separated as they go hand in
hand. Hospitality industry offers services such as transportation, accommodation,
food and beverage, recreation and leisure. Tourism is the activity done by tourists
where they participate in travelling to the destinations where they want to

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experience recreational and leisure activities and also enjoys the accommodation,
food and beverage while the supplier of these services for tourism is the hospitality
industry.

1.1 Vocabularies and Expressions Related to Tourism

When you work
in a hotel whether as a
front office, a tour guide,
or even a bell boy, it is
important for you to
know a lot of information
about tourism places
when the guest asks you.
Below are some
vocabularies and expressions about tourism and tourist attraction:
Tourism: The business of providing services for people who are travelling
for their holiday
Tourist: Someone who is visiting a place on holiday
Tourist board: An official organization in a country or area that
encourages tourists to visit that country area
Travel agency: A business that helps people plan holidays and make
travel arrangements.
Travel agent: Someone whose job is to help people plan holidays and
make travel arrangements. The place they work is in also called a travel
agent.
Ecotourism: The business of creating and selling holidays that give
people the chance to learn about natural environment, and cause as little
damage to the environment as possible.
Heritage centre: A building where tourists and other visitors get
information about a place and its people, including information about the
natural features of the area.

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High season: A part of the year when many tourists visit a place and
travel costs are therefore higher.
Low season: The time of year when a place or business as least busy, for
example because there are not many tourists.
Art gallery: Place to look at professional paintings and drawings.
Attractions: Places for tourists to see.
Bearings: Feeling for understanding one’s location / surrounding in an
unknown area.
Business district: Area in a city that has many offices.
Conveniences: Things that make life easier.
Custom: Something that people of a region do often.
Exhibition: Object (i.e.art) displayed for a short time for the public to
view
Highlight: The best part (of something) or an important part of an event or
period of time
Locals: People who live in an area.
Monument: A statue / structure that honors an event or person.
Museum: A place where historical items are displayed.
Questions or concerns: Things that tourists may want to say or ask.
Restaurant district: Part of a town / city with many places to eat.
Ritual: Tradition, custom, action (religious or cultural) that people do
often.
Street people: People who live on the street, often begging for money.
Waterfront: Piece of land next to an ocean, lake or river.
Show someone around: Take people to see an area.
Ancient: very old
Breathtaking: When a view is very impressive
Beautiful/gorgeous: Very nice looking.
Customary: Traditional
Dangerous: not safe
Devastating: Very sad, unfortunate

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 Enormous: very large
Fascinating: very interesting to learn about / see
Haunted: believed to have ghosts living there
Heritage: historical importance
Reconstructed: built again
Prevalent: very noticeable
Business district: also called the financial district, this is the center of the
city where most offices are located.
Entertainment district: an area that has lots of clubs, bar, theaters, etc.
Dining district: an area with a lot of restaurant
Scenery: the setting for a place, natural beauty that you see around a place
Kayak: a popular travel activity that is offered at many destinations that
are located near water.
Natural attraction: a tourist attraction in a particular area that is a natural
phenomenon include oceans, beaches, lakes, mountains, hiking trails and
waterfalls.
Nature cruise: a tourist activity that takes visitors by boat to view natural
sight such as waterfalls, lakes, sunsets, rivers and jungle areas

1.2 Useful Expressions to Explain Tourist Attractions

Here are some expressions that can be useful when you give some
information about tourist attractions to the guest.

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 ♣ There are a lot of tourist attractions here
♣ It is not far
♣ About ten minutes’ walk / on foot
♣ Go down to the traffic lights
♣ Go straight on the crossroad
♣ … along on your right
♣ Take the bus to the location
♣ It will be easier to ride pedicab rather than walk
♣ Go pass the …
♣ Turn left / right
♣ Please check the map before going out from hotel
♣ There is a subway to reach the museum

Dialogue example: Practice the dialogue below with a partner. You may also
change the objects to explain and develop the dialogue.

Receptionist: Good afternoon, Sir. May I help

Additional you?
Note

Guest: Good afternoon. I want to ask you, if there is any place that my wife
and I could visit today. She’s kind of bored just staying at the hotel.

Receptionist: Well, Sir, there are some places you can visit around
Denpasar and near our hotel. The nearest place is Kuta Beach and Legian
Beach. Garuda Wisnu Kencana (GWK) is quite far. Krishna shopping
centre and Local market can be reached by public transportation (Trans
Sarbagita Bus).

Guest: Well, I think beach is okay to spend our time today.

Receptionist: Well Sir, you can reach the beach by walking for about
fifteen minutes. There is a big sign of the beach. If you go now, you can
enjoy the sunset with your wife. The sunset is the highlight. Many people
like it.

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2. Giving Information about Tourism and Tourist Attractions
The hotel in which you are working is the first port of call for tourist information. The
receptionists and concierge should be able to give information to the guest.

2.1 Tourist Attraction Information

As a receptionist or a tourist information officer, you must be able to give any
information about tourism place and tourism attraction. Here is the example that you can
learn about the tourist attraction information.

Information Sheet
Name of place: Garuda Wisnu Kencana Cultural Park (GWK)
Description: Garuda Wisnu Kencana (GWK) is located on Tanjung Nusa Dua,
Badung Regency that about 40 kilometers south of Denpasar City Bali. In this
Cultural Park, there is a landmark of Bali that is the giant statue of Lord Wisnu. The
access to this cultural park is easy from Ngurah Rai Airport and our hotel in Kuta. It
is approximately 30 minutes drive from Ngurah Rai by motor vehicle.
Facilities: There is Lotus Pond which is surrounded by stone pillars and rock
background Garuda bird statue’s head with a capacity of 7500 people made the area
is ideal for a variety of grand performances, both national and international; Festival
Park, Amphitheatre with a capacity of 800 seats and first-class acoustics
arrangement is performance art, Street Theatre, Exhibition Hall, and Jendela Bali The
Panoramic Resto and Plaza Wisnu Art Shop selling various Balinese handicrafts.
Transportation: Trans Sarbagita Bus (ticketing: Rp. 3.500,-), taxi, motorcycle.
Performances: There are a various cultural performances every day at GWK such as
Barong Dance Performance which is the most popular show and also performances
of traditional Balinese music.
Ticketing price: Rp 60.000 for children and Rp.70.000 for adult.
Open every day start from 08.00 am to 10.00 pm.
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Here is another example of tourist attraction information. Look at the dialogue
between a guest asking about the tourist attraction advice during his stay in Bali
and the tourist information officer (TIO).

Guest : Excuse me. I need some information about some places to

visit around the hotel.

TIO : Yes Sir. What type of place that you are looking for?

Guest : A place to eat, shopping also and maybe a place where I

can enjoy sunset. I heard that enjoying sunset here is much
recommended.

TIO : Well Sir, how about going to Jimbaran Bay Beach.

Jimbaran Bay Beach is one of the beautiful beaches in Bali
where you can enjoy fresh local seafood dinner and of
course while enjoying the beautiful sunset. Seafood cafes
aligning on Jimbaran beach, situated within a peaceful
fisherman village.

Guest : Wow, that’s sounds good. How to get there?

TIO : Unfortunately there is no public transportation to reach

the beach from here. You may take a taxi or rent a car.
There is a rented car across the hotel.

Guest : That’s okay. I have no problem taking a taxi from here.

Well, thank you for the information.

TIO : You’re welcome. I hope you enjoy the dinner there.

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2.2 Simple Guidance of Tourism and Tourist Attraction
In this sub section you will learn how to give simple direction / simple guidance
about tourism and tourist attraction to the guest. Let’s see the example given.
Here is simple example guidance:

Giving Information: Tourist Information Centre

By: Ahmad Hafidz
Hello, good morning everyone.
For all guests, our hotel services provide concierge to help our guests to popular
places to visit, eat, and shop. When you are in Lombok, there are a lot of things
to here. Types of attractions such as outdoor activities, boat tour & water sports,
nature & parks, sights & landmarks, nightlife, shopping, museums, food & drinks,
events are available for all you guys.
For outdoor activity, trekking to Mount Rinjani is the most recommended and it
is a very popular place for hikers and treks. Mount Rinjani is the highest
mountain in this island, the second highest volcano mountain in Indonesia. The
northeastern side of the caldera has hot springs which have been thought to
have power that are magnificent for healing. To reach Mount Rinjani, you flight
to Mataram then you can continue to Sembalun Village by small bus. You can
start trekking from Sembalun. We can provide you for porter and tour guide if
you want to try trekking to Mount Rinjani.
Another most recommended place to visit when you are in Lombok is Gili
Trawangan. Gili Trawangan is one of the most popular Gili or island in Lombok.
Not only is the island served stunning beach and great nature, but also the

1.1nightlife. Some other Gili islands in Lombok are Gili Meno and Gili Air.
A lot of activities can be done on the beaches and if you want to explore this
1.2Gili islands Lombok such as diving, snorkeling, etc. I recommend you to rent a

1.3bike per day with only Rp.35.000. You will only need an hour to explore all parts
of this island (Gili Trawangan). There are several ways to reach Gili Terawanan
1.4from Lombok. You can take the small bus provided by our hotel to Bangsal port

1.5for about an hour from Mataram. Then you take boat from Bangsal port to Gili
Trawangan.
If you have any information to know, you can ask me or contact the Tourist

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2.3 language Focus in Delivering Information

Offering Help • May I help you?

Asking for more detail
Making suggestion
Offering more help?
Ending conversation
• Can I help you?
• What kind of place are you looking for?
• Do you have anything in particular in mind?
• Why don’t you visit it?
• I can recommend this beach.
• Why don’t you go there?
• Is there anything else I can help you with?
• Would you like any more information?
• Have a good day.
• I hope you enjoy (the trip)

Some more expressions that you may use!

It’s open from 09.00 am to 05.00 pm

A ticket costs about IDR 25,000
You can book online at www.tickets.com
I could make a reservation for you
It’s cheaper to go by public transportation
It’ll take you about twenty minutes on foot.

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3. Exercises
3.1 Multiple Choice
Choose the best answer from the questions below!
1. Someone who is visiting a place for holiday is called…
a. travel c. receptionist
b. tourist d. local
2. You can … the date of your traveling to Lombok starting next month.
a. set off c. take off
b. see off d. get off
3. You will need … when you visit a new place.
a. book c. tour guide
c. travel agent d. bell boy
4. A tradition, action (religious or cultural) that people do often is called…
a. custom c. bearing
b. customary d. ritual
5. Below are the types of tourist, except …
a. locals tourist c. business tourist
b. leisure tourist d. adventure tourist
6. “Can you … a good restaurant around here?
a. say c. tell
b. recommend d. ask
7. To reach the beach, you just have to …. Then you will see the big sign of
the beach.
a. make a right turn c. go straight
b. make a left turn d. see the bus
8. How do I … from here? Can I take a bus or do I have to take a taxi?
a. to come to downtown c. get to downtown
b. arrive in downtown d. visit downtown

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 9. Hotel clerk: There are not public transportations to go to the shopping
centre. You’ll have to take a taxi.
You: And how much …?
a. does that cost c. does that charge
b. price does that price
10. A season of the year when a lot of tourists visit a place and travel costs are
higher is called…
a. low season c. busy season
b. high season d. crowded season

3.2 Essay
Part 1: Answer the questions given based on your knowledge about tourism
and tourist attraction!
1) What do know about tourism?
____________________________________________________________
____________________________________________________________
____________________________________________________________
__________________________________________
2) Is tourism and travel the same? If not, what’s the difference? Explain!
____________________________________________________________
____________________________________________________________
_________________________________________
3) Why is it important to learn about tourism?
____________________________________________________________
____________________________________________________________
_______________________________________
4) What should you have to work in a hotel especially as the tourist
information
officer?_____________________________________________________
____________________________________________________________

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Part 2: Complete the sentences below using the words given

Brochure attraction sampled sunbathe resorts

accommodations elegant location appeals
breath-taking exchange narrow reach satisfied
humid

appeals
1. This book ______________ to me I find it very interesting.
reach
2. In twenty minutes we will ____________ our destination.
attraction in Sumbawa.
3. There aren’t a lot of tourist ____________
4. Read the _____________
brochure carefully before you decide which hotel we should
book.
exchange Euros to Pounds when I visited London.
5. I had to ___________
sampled
6. When I went to Morocco I ____________ the local cuisine.
humid
7. The air near the beach was hot and _______________.
breath-taking Truly unforgettable!
8. The view from our hotel room was _____________.
sunbathe
9. You shouldn’t ______________ for many hours the sun is too hot.
elegant
10. We stayed in a very chic and ____________ hotel in France.
location
11. What’s the exact _____________ of the museum? I need to plan our itinerary.
satisfied
12. She was not at all _______________ with the service of the restaurant. The
food was awful.
accommodations for our trip to Lombok. Where will we
13. We need to book _______________
stay?
14. The roads to Ambon are so _____________.
narrow You can only ride a motorcycle
15. In Hawaii there are Grand ________________.
resorts Where everyone has their own
private little house with pool.

3.3 Case Study

Introduction: You are working in one of hotels in Makassar, South Sulawesi as a
tourist information officer who gives information about tourist attractions in your
area.

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Situation coming: There is a group of people coming from Netherland. They
come to Makassar to visit some tourist attractions in Sulawesi and stay in your
hotel. They need a lot of information and suggestions about the places and how to
reach the places. The places they want to visit are Losari Beach, Fort Rotterdam,
and Tanjung Bira.

What to do: Give detailed information about those tourist attractions, the
transportations and the cost they will spend. You may use some expressions to tell
the places.

3.4 Practice
From the case study above:

1. Write down some possible conversations in explaining the tourist

attractions between you (as the tourist information officer) and the guest!
2. After writing down the dialogues, play a role play in front of the class!

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 Bibliography

Harding, K. (2009). Hospitality and Tourism (Teacher's Note). Macmillan

Publishers Ltd.

Media, B. L. (2011). CTH Diploma in Tourism Management (Travel Geography).

London: BPP Learning Media.

Rod Revell & Trish Stott. (1994). English for the Hotel and Catering Industry.
New York: Oxford University Press.

Websites:

https://www.fluentu.com/blog/english/english-tourism-vocabulary/
https://www.fluentu.com/blog/english/english-travel-phrases/
https://www.eslfast.com/robot/topics/hotel/hotel04.htm

https://www.englishclub.com/english-for-work/tour-guide-vocabulary.htm

https://www.macmillandictionary.com/thesaurus-category/british/tourism-and-
tourist-attractions

http://uk.france.fr/en/information/tourist-information-sources-during-your-stay
https://www.bartleby.com/essay/The-Relationship-Between-Hospitality-and-
Tourism-PKV7XE3TC
http://www.baligoldentour.com/garuda-wisnu-kencana.php
http://www.baligoldentour.com/jimbaran-bay-beach.php
http://www.lombokindonesia.org/
http://www.lombokindonesia.org/gili-trawangan-islands-lombok/
https://en.wikipedia.org/wiki/Tourist_attraction
https://agendaweb.org/vocabulary/travelling-tourism-exercises.html

https://www.rezdy.com/resource/travel-tourism-glossary/

https://www.fluentu.com/blog/english/english-tourism-vocabulary/

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 8 Offering Laundry Services

Objectives:
1. Telling Types of Laundry
1.1. Types of Laundry
1.2. Information of Laundry’s Types
1.3. Material’s Clothing
1.4. Guest Laundry Handling and Correct Sentence used Appropriately
2. Offering Laundry Service to the Guest
2.1. Some Expressions in Offering Laundry Service
2.2. Language Technique
2.3. Taking Note of Ordering
3. Exercises
3.1. Multiple Choice
3.2. Essay
3.3. Case Study
3.4. Practice
4. Bibliography

17
 8

Introduction
The word laundry means the process of washing clothes using water and
detergent. Laundry is also part of housekeeping which responsible for washing all
linen, whether it is laundry or guest laundry.
What do the reasons for laundering clothes?

Reasons for laundering clothes

To remove perspiration which if not removed may damage the
garment.
To remove dirt and grease which may discolor the garment or
cause them to smell
Launder clothes for hygienic purposes. Dirty clothes may carry
germs which bring about diseases e.g. skin diseases
Well laundered clothes maintain their color better
Garment which are frequently and properly laundered last longer
because perspiration is not given time to damage fibers
Laundered and well ironed clothes stay clean for a longer period as
dust does not stick on the smooth surfaces.
By ironing clothes, insects and germs which get on to the clothes as
they dry are killed
To give clothes in a good shape and to make them look as new as
possible.

1 Telling Types of Laundry

In a hotel, laundry department is responsible for providing an efficient
laundry service for guests and crews. The responsibility is to process all washing
activities both for hotel operations and hotel guests. Washing activities for hotels

18
include linens, sheets, towels, guest clothes, table cloths, napkins, and staff
uniforms. The laundry department includes laundry manager, assistant laundry
manager and laundry attendants. In hotel operational, laundry department is
divided into two sections; they are Revenue Production and Non-Revenue
Production.

1.1 Types of laundry

o Revenue Production
Revenue production is guest laundry which is this work can generate
income for employee of laundry department. Guest laundry service is
divided into three types, namely laundry cleaning, dry cleaning and
pressing.
o Non-Revenue Production
Non Revenue Production is called house laundry or any kinds of laundry
belong to the hotel which consists of:
a) Linen room such as sheets, pillow case, duvet cover, inner duvet,
blanket and towels.
b) Food and Beverages linen such as table cloth, napkin, place mat /
tray mat, apron, table skirting, glass cloth and kitchen cloth.
c) Uniform

1.2 Information of Laundry’s Types

Depending on the dirt and the fabric types of the clothes, guests can choose the
laundry services. Guest laundry is divided into three types; there are laundry
cleaning, dry cleaning, and pressing.

a) Laundry cleaning: washing the clothes and linen uses cleaning agents
like soaps, detergents or softeners along with water to remove the dirt.
b) Dry cleaning: the washing process to remove dirt and stains on the fabric
by using chemicals and special machines. Water is not used the cleaning
process. Dry cleaning process is done using the chemical
perchloroethylene to remove stains and grease from clothing.

19
 c) Pressing: pressing is another alternative in laundry services. The clothes is
just ironed, do not need to be washed.

1.2.1 Laundry Equipment

There are some laundry equipments that need to be prepared to make
laundry work easier.

Washer
It is the most basic item of the equipment. Most laundry requires washer.

Dryers
The function of this equipment is to dry the clothes/linen which have been
washed. The general rule of this item is that two dryers are required for every
one washer.

Ironers, Rollers and Folders

The function of ironers or pressing machines is to remove wrinkles from clean
laundry. The ironer rolls over the item and presser flattens the clothes. Rollers
/ folders complete the drying process and iron the clothes during the rolling
function, then fold the clothes.

Other Basic Equipments

Basins and Buckets
Clothes Lines
Spotting Board
Clothes Rack or Hors
Sewing Machine
Polymark tape
Collar holder

20
1.2.2 Laundry Process
In this part, you will learn about the process of the laundry. The process of the
laundry are collecting the soiled linen, sorting, mending, stain removal soaking,
washing, and boiling, rinsing, blueing, starching, drying, damping, finishing and
folding.
• Collecting soiled Linen
The housekeeper separates bed from bathroom items and places them in
different containers. Heavily soiled items should be clearly set apart
therefore the laundry worker can initiate the necessary pre-treatment as
soon as they arrive in the laundry room. We can use trolley to transport
linen, rather than plastic bags. It provides a better impression to guests.
• Sorting out
After collected the soiled lines, it is a must for the laundry keeper to sort
out the linens/clothes according to the amount of the dirt, the color and the
type of the fabric.
• Soaking (steeping)
This step is usually practiced on the linens which are made of strong
materials and are very dirty. You can soak them for 24 hours in cold water.
• Washing
In this step, the dirt is removed with the aid of water, soap and a certain
amount of movement to clean the dirt from the clothes. For grease and oil
dissolve more readily in hot water than in cold water because hot water is
better for washing that cold water.
• Boiling
Boling is mostly for white cotton and linen. You can boil those in soapy
water for about 10-20 minutes.
• Rinsing
This is the process of releasing the dirt that has been released from
chemical, thus leaving the clothes clean and soap less. It is good if the first
rinse is done in hot (warm) water.

21
• Blueing (white linen)
Blue can be found in liquid form, powder or in cubes. This process is used
to help to hide the unpleasant discoloration and make the cloths appear
whiter that it really is.
• Folding
After being washed and ironed, the clothes are folded so that they can be
stored in little space and in such a way so the clothes are not spoiled
before wearing.
• Pressing
There are some things to be considered when pressing the clothes. Arrange
the temperature; make sure not to set the temperature too high or too low.
Then, pressing is used to finish knitted fabrics, all thick fabrics including
embroidery, lace, and woolens.
• Storing
When linens are folded, they should be shelved and stored in the linen
room.
• Best result
The main goal of the well-run laundry is to get the optimum results in
terms of appearance, odor and feel. Relating to the appearance, linen
should be in ‘snow-white’ (white color), free from wrinkles and spot
which was caused by staining. Next, the odor should be clean and fresh.
• Valet service
Valet is the staffs who take the laundry from the guest and deliver it back
to the customer.

22
1.3 Types and Material of Clothing

There are a lot of types of fabrics and every fabric needs different ways in
cleaning. You should understand the properties of different types of fabrics in order
not to face any problem with laundry. Below are some information about types of
fabrics and how to remove stains in those fabrics.
a. Acrylic
Acrylic is made from acrylic acid. This fabric has been around since
the 1940s and feels sort like wool and cashmere. It can be very warm,
which is why it is used to make sweaters, socks, and other winter
garments.
Due to its synthetic construction, acrylic is machine washable. It is
best use a warm wash cycle with fabric softener. Besides you can iron
acrylic clothing if needed-just use a medium heat setting.
b. Cashmere
It makes for some of the most comfortable scarf and sweater.
Cashmere may be in the wool family of textiles, since it comes from
goats, but those two fabrics have little in common.
When it comes to cleaning and maintaining cashmere, dry cleaning is
pretty much a must. Another way is by hand-washing the fabric using
baby shampoo or woolite. Do not iron or machine-dry it, and
definitely do not wring the fabric out. Instead, just lay it out or run it
through a salad spinner to remove moisture.

23
c. Cotton
Cotton is fairly common clothing material and is widely used for
various models. Cotton is made of cotton fiber which is light but
strong. This fabric is the most popular fabric in the world and it is
cheap, durable and also easy to manufacture.
The cleaning process of this fabric is it can be washed in a machine,
tossed in a dryer and ironed. For white color, you can wash it in hot
water.
d. Denim
Denim is actually made from cotton; it is just woven into a hardier
material using a type of weave called twill. Even though it is tougher
than cotton, you absolutely should not wash your denim in a washer.
That may surprise you but it is true.
e. Linen
The fabric's name may sound generic, but linen is actually a fiber
derived from the flax plant. It is favored for its ability to keep you
cool in hot weather, and like cotton it is washing machine-friendly.
Belgian linen maker Libeco suggests washing linens with chlorine-
free bleach in warm water and letting the items dry on a clothes line.
If you want to use your dryer instead, be sure to run it on medium
heat.
f. Nylon
Nylon is another synthetic (plastic-based) fabric, and it is made from
one of the most commonly used polymers in the world. When it was
first invented in the 1940s, nylon was used to make toothbrushes and
stockings. Now it can be found in everything from parachutes to
guitar strings.
As with other synthetic materials, caring for nylon is pretty easy. It
is rugged, machine-washable, moisture-resistant, and suited for
cleaning in either warm or cold water (although cold is
recommended for white fabrics).

24
g. Silk
Silk is often regarded as one of the most luxurious fabrics in
existence, and for good reason. Few materials—natural or
synthetic—can match the soft, plush fiber that comes from the
silkworm.
Due to its delicate nature, most silk garments will require dry
cleaning. However, the Silk Association of Great Britain notes that
you can hand wash silk with warm water and a mild detergent. Some
silk garments can even be cleaned using a washing
machine's Delicates cycle, but you're probably better off taking it to
the dry cleaners.
h. Spandex
Spandex is used in everything from compression bands to swimsuits
and helps athletes reach new heights. Despite its stretchiness,
though, spandex is actually pretty sensitive to heat. So when you
need to wash your smelly athletic gear, be sure to hand wash it in
cold water, and to avoid ironing and dry cleaning. It's also a good
idea to separate light and dark spandex since the colors can bleed.

i. Wool

Wool is another staple in the world of natural fabrics. Sheared off of

sheep, wool makes for great warm clothing like sweaters, caps, and
coats. And like the other items on this list, most wool fabrics are
machine-washable, although you should probably use the Delicates
cycle. Some washing machines may even have a wool setting—just
make sure you keep it out of the dryer! And remember, when in
doubt; refer to those laundry symbols for the best cleaning practices.

25
1.4 Guest Laundry Handling and Correct Sentences Used
Appropriately
a. Guest Laundry Handling

Service is the main pivot of a hotel including the handling of guest laundry. Guest
satisfaction of the laundry service of a hotel helps the hotel in building good
image. Here are the basic things of the guest laundry handling process.
a) Pick up the guest laundry
This process is usually done by the room-boy or laundry attendant at every
08.00 am to 10.00 am. If there is a request from the guest, then the laundry
attendant should take the laundry. The laundry attendant should prepare
the form of Pick-Up Record, the form of laundry Message / Laundry
Notification, and laundry bag to bring the laundry.
Work Procedures:
1. Receiving guest request
2. Making a note of the guest request to the Pick-Up Record
3. Preparing the equipment to take the laundry
4. Knocking the guest room door
5. Making certain of the room number, total of the laundry, kind of
clothing material, the condition of the material and note it in the
laundry list
6. Checking the condition, the total of the laundry in front of the
guest.
7. Listening and pay attention of the guest request for the laundry
services.
8. Asking the guest sign
9. Making certain to put laundry in the right laundry bag based on the
clothing material
10. Submitting all guest laundry to the “Checking and Marking
Department.

26
 Example of Pick Up List
Room
No Time Room Pcs Pick Guest Boy Remarks
to pick Ldr DC PO up Sign Sign
up by

Example of Laundry Notification / Laundry Message

KUUIPO HOTEL
Gili Trawangan, Lombok

Guest Name: _____________________ Date: ____________________

Room Number: __________________

We regret to advise you that we were not able to Lauder / Dry Clean / Press your
garment due to the following reason(s)

 Torn (holes)
 Discolored
 Badly worn out
 Color Faded
 Shrunk
 Burn or Scorched
 Sagged
 Spot

Kindly note we have found a discrepancy in the guest count and the hotel cont number
of items given for service. Please call laundry Ext. “9” your convenience.

Thank you

Housekeeping Department Guest Signature

27
 b) Marking
It is the process of marking of the guest laundry before washing based on
room number of the guest. It can be done manually by writing on a small
hard cloth glued with “tag gun” on the collar or the bottom so as not to
damage the clothes. The tools used are marking book, marker cloth and
safety pin.
Work Procedures:
1) Cutting the hard cloth as a marker for about 2cm long.
2) Receiving all guests laundry, checking carefully based on the pick-
up list laundry
3) Taking out the clothes while counting the total of laundry in the bag
laundry based on the laundry list.
4) Checking carefully every clothes based on the laundry list and
laundry notification
5) If you find damage in the clothes, report it the valet department.
6) Putting the marker in the clothes based on room number of the
guest, total clothes.
7) Making sure that every laundry is correct based on the number of
each room.
8) Submitting to the washer guest laundry
9) Identifying the clothes’ color, brand, level of dirtiness, and
processing time (express, one day service, etc)
10) Putting guest laundry to the washing place according to the washing
technique used.
Example of Form Log Book
Room Pcs Item Mark Color Remarks Checker
Ldy DC PO Size by

28
c) Delivery Guest Laundry
It is a process where the completed guest clothes are ready to be returned.
The return is usually made after checking both quality and quantity of the
items. The tools used include trolley guest laundry, laundry form, delivery
record, room key, laundry book marker, valet report, suit cover, shirt bag,
hanger, and laundry bag.
Work Procedures:
1) Checking the completed laundry before returning
2) Collecting all laundry which all done washing and ironing
3) Grouping clothes hanging by room number, wrap neatly using suit
cover, as well as the clothes will be folded, usually underwear,
folding neatly and wrapping using shirt bag.
4) Paying attention to the hanging guest room instruction
5) Making note and putting the item to the form delivery record
6) Moving the wrapped clothes to the standing trolley. Put in order
based on room number.
7) Preparing the room keys by noting in the Lock Book Key.
8) Delivering to the guest rooms
9) Knocking the door and greeting.
10) Checking again the laundry and the room number.
11) If the guest is in the room, put the laundry in the wardrobe, asking
the guest to check the laundry, and asking for the sign in the
delivery laundry book.
12) If the room is empty, open the door using the master key
13) Put the clothes on the bed with the form “Notification Form”, close
the door and ensuring that you lock the door again.
14) Noting in the laundry delivery book

29
 Example of Laundry Delivery List
No Delivery Pcs HK
time Room Folded On Delivery Guest Att Remarks
Hanger by Sign Sign

d) Order Taker Laundry

Order taker laundry is the employee who is always in linen-laundry room.
The job is receiving incoming call, either from the guest of the hotel or
another outlet hotel. The information received is forwarded to the laundry
attendant (valet) for follow up. The equipments require included telephone,
order taker book, and stationery.
Work Procedures:
1) Taking note every order
2) Delivering the information to the valet to be taken care.
3) Do not answering the telephone by waiting for more than three times
ringing. Greet the guest / customer politely
4) Doing the charging process before the clothes delivered to the room
5) Posting the laundry price list to the computer system
6) Inputting to the Daily Recapitulation Report

Example of
Laundry List

30
 e) Recapitulation Guest Laundry
Recapitulation guest laundry is the total income of the laundry department
for a day for the laundry services (laundry, dry cleaning, and press only).
The data is taken from each guest bill. The form is made by laundry
attendant, and submitted to the supervisor to be checked and signed.

Example of Guest Laundry Daily Recapitulation

Laundry Dry Press

No No Roo Guest Cleaning Only Total
invoice m Name Pcs Price Pcs Price Pcs Price Pcs Price

b. Correct Sentences Used Appropriately

When greet the guess:

Hello
Good morning
Good afternoon
Etc.
When offer the laundry service:
How can I help you?
May I help you?

31
 Laundry Department, Lisa Speaking. How I can I help you?
We provide some laundry services in our hotel
Here are the price list of the laundry
Would you like a normal or express service, Sir?
Do you want to laundry your Shirt or Press only, Sir?
When your hotel does not provide laundry service the guest order:
Sorry Sir, our hotel services do not include the laundry service.
I am sorry Madam. We do not provide express service. You clothes will
be done tomorrow morning.
I am sorry, I am afraid we do not provide ….
Etc.
When you repeating the guest order:
So, you only want to press your clothes without laundry cleaning …
Ok Sir, as you request we will put your laundry in your room.
Etc.

32
2 Offering Laundry Service to the
Guest
2.1 Some Expressions in Offering
Laundry Service
Here are some common expressions used in
conversation in offering laundry services.
Laundry Department, may I help you?
May I collect your laundry, sir/madam?
You can fill the laundry form?
Will you please fill in this laundry form?
I’ll send someone to pick up your laundry, sir
I’m afraid we don’t provide the laundry service that you require
We will find information concerning your laundry needs
May I repeat your order, sir/madam?
Etc.

2.2 Language Technique

 Standard greeting
o Smile
o Look friendly and interested,
o Greet guest based on the time of day
o Give appropriate physical greeting
o Offer assistance
 Open-ended question:
Questions are important part of the communication process. Before you
ask, determine whether you need and open-ended or closed question.
Open-ended questions are those that solicit additional information from
the enquirer. They are broad and require more than one or two word
responses. Example: how are you today? What would you like,
sir/madam? May I help you?

33
 Example of closes questions: can you give more information? Can I get
you, sir/madam?
 Answering the order service from the guest
 Using the body gestures to get your message across

Dialogue Example

Staff: This is housekeeping. Could I help you?

Guest: I have some dirty clothes to be laundered. Can you send the valet to
collect them?
Staff: Ok Mam. I understand. But actually you have to call the laundry
department for this. Their extension number is 100. But don’t worry, I can
help you.
Guest: Oh okay. What will I need to do?
Staff: You just have to fill the laundry form. The form must be in the
drawer on the table.
Guest: But I found the prices are a bit high than other places
Staff: That’s right because we try to maintain the best quality of laundry and
dry cleaning of our guests’ clothes.
Guest: I understand. How early can you deliver the clothes after cleaned?
Staff: We can deliver the laundry in the afternoon, Mam. You are from room
number 221, right?
Guest: Yes and I am Laura Martin
Staff: Okay Mam, I am passing the message to laundry department. You just
have to wait the valet to take the laundry from your room.
Guest: Okay, thank you for your helping.

34
2.3 Taking Note of Ordering
When you are receiving the laundry service from the guest, it is a must for you to
take notes in order not to make mistakes. Then what you have to note as you are
working in the laundry department?
There are some forms to be filled in the laundry department (Pick-Up Record,
Form Log Book, Form Delivery List, Daily Recapitulation of Guest Laundry, and
Laundry List
Picture: Laundry Symbol

Source: https://id.pinterest.com/pin/36380709459859688/

35
3 Exercises
3.1 Multiple Choice
Choose the best answer for the questions below!
1. In housekeeping, who charges for the laundry and linen?
a. room boy c. housekeeping department
b. laundry attendant d. room attendant
2. Here are the reasons for laundering clothes, except …
a. to remove dirtiness c. to service the guest
b. for hygienic purposes d. Well-laundered clothes maintain
their color better
3. What are the factors that considered when you select the laundry
equipment?
a. clothes material c. occupancy forecasts
b. property size and category d. budget
4. What is first process when you do laundry?
a. sorting c. washing
b. collecting of soiled linen d. soaking
5. The meaning of this sign is …
a. do not dry c. do not iron
b. do not bleach d. do not wring

6. … is the laundry uses cleaning agents like soaps, detergents or softeners

along with water to remove dirt from clothing.
a. Dry cleaning c. Press Only
b. Bleaching d. Laundry cleaning
7. Which of the following is not the process on handling guest laundry?
a. calling the guest c. marking the laundry
b. picking up the guest laundry d. delivering the completed laundry
8. 1) knocking the guest room door
2) preparing the equipment to take the laundry

36
 3) receiving guest request
4) making a note of the guest request to the Pick-Up Record
5) making certain of the room number, total of the laundry, kind of
clothing material, the condition of the material and note it in the laundry
list
Which is the correct order of work procedure in picking up the laundry
guest?
a. 5-4-3-2-1 c. 1-3-2-4-5
b. 2-1-3-4-5 d. 3-4-2-1-5
9. Kind of clothes material which supposed to wash in dry cleaning process
or hand washing is …
a. cashmere c. nylon
b. wool d. denim
10. What is the process where the clothes are marked based on room number
of the guest?
a. picking up the laundry c. washing the laundry
b. marking the laundry d. delivering the laundry

3.2 Essay
1) What do you know about laundry department?
2) What are jobs of laundry department?
3) Write some reasons of why doing the laundry!
4) Write a brief explanation about the equipments that should be prepared
before doing the laundry!
5) Write down the steps the laundry process that you know and explain!

37
3.3 Case study
You are as an employee in one of the hotels located in Lombok, West Nusa
Tenggara. You are a laundry attendant who has been working for more than a
year. In the Christmas and Ney Year period, many guests stay in your hotel either
from domestic and abroad. There is guest, a family with 2 children who never
come to Indonesia before. This is their first time coming to Indonesia and their
first time staying at the hotel in Indonesia. They will stay in your hotel for a week.
As they stay are staying for a week, they will need their clothes to washed in order
they will not be worried that they will not have any clean clothes.

Question: What are you going to as a laundry attendant to this guest?

How do you explain about the laundry services in your hotel?
What to do:
Make a possible conversation based on the case above between the laundry
attendant (you) and the guest.

3.4 Practice
According to the situation given in the part 3, practice the dialogue between guest
and laundry attendant using good pronunciation, clearly and correctly.( You may
use a telephone, a brochure, a pen and laundry form)

38
 Bibliography

Henderson, K. H. (1994). English for the hotel and Tourist Industry. Newyork:
Oxford University Press.
HITT), H. I. Housekeeping (Room Attendant) - Learner's Manual. Netherland:
Netherlands Development Organisation.
Isntitute, W. A. (2012). Start Conversations and Develop Good Relations with
Guest. Melbourne: William Anglish Isntitute of TAFE.
Orbani, L. (2017). Housekeeping Passport - Manajemen Operasional
Housekeeping Dasar. Yogyakarta: Penerbit ANDI.
TEFL, H. Hotel and Resort English.

Website:
https://setupmyhotel.com/train-my-hotel-staff/hk/256-laundry-chart.html

https://hotelterminology.wordpress.com/2011/04/23/housekeeping-terminology/

http://www.drycleaning.com.sg/blog/5-differences-between-dry-cleaning-and-
laundry.html

https://www.rinse.com/faqs/dry-cleaning-101/whats-the-difference-between-dry-
cleaning-and-launder-press/

http://laundry.reviewed.com/features/the-ultimate-guide-to-fabrics-and-how-to-clean-
them

https://www.thespruce.com/fabric-glossary-clothes-you-wear-2145791

https://www.mamaslaundrytalk.com/laundry-basics-how-to-sort-clothes/

39
 EXPLAINING ABOUT ROOM STATUS
9
Objectives:
 Describing the types of room status correctly
 Explaining about how to make a report about room status
 Answering the response about room status

1. Describing the types of room status correctly

1.1. Vocabularies and expression about describing room status is
used correctly
1.2. Language variety is used correctly
2. Explaining about how to make a report about room status
2.1. Room status report sheet is filled correctly
2.2. Room status report explained briefly and clearly
2.3. The cause of the complaint is explained appropriately
3. Exercises
4. Case Study
5. Practice
Bibliography

40
 1. Describing the room status correctly
In writing room status report, floor supervisor writes codes in order to make it
easier and brief. After that, the room report is send to the front office, in such way
the codes is ascertainable by the customer receiver personnel. The description of
the hotel room statuswill determine its readiness for new customer. Code of room
status code will combine both the tenancy and the cleanliness information which
is relating to the hotel room.

The codes are as follow:

41
42
Hotel management needs to know the room status in order to determine its

readiness for new customers. All personnels, both housekeeping and

alsothe receptionist should maintain the room status. They should

coordinate to ensure that the rooms are assigned and classified

appropriately in order to maximize room revenue. Theoretically,it means

that the rooms will be unoccupied for as short a time as possible given that

the status of the room has been updatedcorrectly.

43
 Activity 1

A. Written questions
1) When acustomeris registered to a room, but the bed has not been used. The
code is…
Answer: ________________
2) The room has been locked, thus the customer cannot re-enter the room
until it is cleared bythe hotelofficial.. The code is…
Answer: ________________
3) When a room is expected to become vacant after the following day's
check-out time, the code is...
Answer: ________________
4) The customeris not anticipated to check out soon and he/she will remain at
least one more night. The code is…
Answer: ________________

B. Formatching questions

a) On-change

b) DNCO (did not check out)

c) Do not disturb

d) Late check-out

1) The customer who stays has requested and is being allowed to check

out later more than the hotel's standard check-out time.

2) The customerpaidhis/her bills (and so are not a skipper), but has left

without informing the front office.

3) The customer has requested not to be disturbed.

44
 4) The customers have departed, but the room has not yet been cleaned
and ready for re-rent.

C. For multiple choice questions

1) When acustomer is currently registered to the room is called

a. Occupied

b. Skipper

c. Stay over

d. Sleep-out

2) The room has been cleaned and inspected and is ready for an arriving
customer.

a. Lock-out

b. Complimentary

c. Vacant and ready

d. Late check-out

3) The customer has settled his or her account and left the hotel, but the front
office personnel has failed to properly update the room's status.

a. Check-out

b. Skipper

c. Stayover

d. Sleeper

4) The customer has settled his or her account, returned the room keys, and
left the hotel.

a. Check-out

b. Late check-out

45
 c. On-change

d. Sleeper

D. True or False question

1) The customer has left the hotel without making arrangements to settle his
or her account. → Skipper

a. True

b. False

2) The room is occupied, but the customer is assessed no charge for its use.
→ Vacant and ready

a. True

b. False

3) The room cannot be assigned to a customer. A room may be out-of-order

for a variety of reasons, including the need for maintenance, refurbishing,
and extensive cleaning. → Complimentary

a. True

b. false

2. Explaining about how to make a report about room status

The form is given to each room after the morning briefing of room attendants.

The duty of the room attendants is to record the tasks done during their shift on

46
this sheet and helps them to plan their work for the day.After each room is

serviced, the room attendant should list down the time when they entered the

room for service, time out after completion, room status before and after service,

whether there is extra bed or cot placed and also the number of linen replaced on

the room to the room attendant maids daily assignment or maids sheet.See the

following Figure of “room status” report sheet.

Figure 2.1; Room status report sheet

47
 A floorsupervisor (or in some hotels, it is called shift supervisor) uses

information from the report of room status to draw up room assignments for

housekeepers. She/he is usually list the room number and room status on a form.

The roomsnumber assigned to a housekeeper is based on the work standard of the

establishment for specific rooms types and cleaning tasks. The housekeepers use

the sheet to priorities the workday. Please see figure 2.2 for samples of a

housekeeper assignment sheet regarding room status:

48
 Once the personnel have looked over the daily room allocations, they get a

sense of where they should begin cleaning. It is very important to clean each room

as efficiently as possible and at the same time make sure that rooms are ready it is

needed. The personnel must be flexible and be prepared to reprioritizetheir work if

necessary.Please see figure 2.3 for example.

Figure 2.3-room status report sheet

49
 Activity 2

2.1 Room status report sheet is filed correctly

- Writes your own form of room status report and gives example of

how to fill in the form

Activity 3

2.2 Room status report explained briefly and clearly

Present your work in activity 2 to the front of the class and explain

50
3.Answering the response about room status

Below are some examples of conversation happened in hotel:

(Now receptionist transfers call to housekeeping department.)

51
Case 2

52
Case 3

53
Case 4

3.1 Listening correctly to the given instruction idea

Activity 4
1. what are the status room codes that can be concluded of each case above?

3.2 Instruction is responded correctly

54
 Activity 5
1. fill in the blank of the questions in the conversations above

- to your friends briefly about your form.

4. Exercises

A. Written questions

1) The room is locked so that the customer cannot re-enter until opened by the
hotel official.

Answer: ________________

2) a list of rooms assigned to a room attendant; rooms are recorded according to

number and status of the room.

Answer: ________________

3) A report that provides information about he occupancy and condition of the

customer rooms on a daily basis.

Answer: ________________

4) The customerrequests to the personnel and being allowed to check out later
than the hotel's standard check-out time.

Answer: ________________

5) The room cannot be assigned to a customer.

Answer: ________________

B. Matching questions
1) Occupancy
2) Sleep-out
3) Occupied

55
 4) Do not disturb
5) On-change

a) The roomsnumber occupied on any given night.

b) A customeris registered to the room but the bed in that room has not been
used.
c) The customerrequests to not be disturbed.
d) A customeris currently registered to the room.
e) The customer has departed, but the room he/she left has not yet been
cleaned and readied for resale.

C. Multiple choice questions

1. This report is more commonly called the room status report.

a. Complimentary

b. Housekeeping report

c. Room Status Report

d. Vacant and ready

2. The room has been cleaned and inspected, and it is ready for an arriving
customer.

a. Vacant and ready

b. Complimentary

c. Lock-out

d. Late check out

3. The customer has settled their payment but the front desk failed to update
the room's status.

a. Sleeper

b. Skipper

56
 c. On-change

d. Late check out

4. The room is occupied, but the customer is not charged for its use.

a. Complimentary

b. Lock-out

c. Housekeeping report

d. Vacant and ready

5. The customermade arrangements to settle their payment but has left

without informing the front desk.

a. Skipper

b. DNCO

c. On-change

d. Sleeper

D. True or False questions

1. The customer left the hotel without making arrangements to settle their

payment. → Sleeper

a. True

b. False

2. A room status term which is indicating a room for which an arriving

customer has requested an early check in time or for which a current

customer has requested early cleaning. → Early Makeup

a. True

b. False

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3. A room status term which indicates that the room is expected to become

vacant sometime during the day. → Due-out

a. True

b. False

4. A room status term which indicates that the customer has settled his

payment, returned the room keys, and left the hotel. → Due-out

a. True

b. False

5. A room status term which indicates that the customer is not checking out

today and will remain at least one more night. → Due-out

a. True

b. False

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5. Case Study

Write down the codes/terminologies of the following cases

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6. Practice

A. Flashcard game

B. Demonstration

60
 Bibliography

Duckworth, M. (1999). Highly recommended. Oxford: Oxford Univ. Press.

Harding, K., & Duckworth, M. (1999). High season. Oxford: Oxford University
Press.

OHara, F. (2002). Be My Customer: Students Book. Cambridge: Cambridge

University Press.

Stott, T., & Pohl, A. (2010). Highly recommended: English for the hotel and
catering industry. Oxford: Oxford University Press.

https://quizlet.com/73625548/test

https://quizlet.com/45126667/test

https://htszagreb.files.wordpress.com/2016/07/housekeeping-trainingmaterials.pdf

http://www.tourism.bilkent.edu.tr/~jamel/RDM/Room%20Status.htm

http://scholarship.sha.cornell.edu

http://www.edb.gov.hk/attachment/en/curriculum-development/kla/pshe/nss-
curriculum/tourism-and-hospitality-studies/Introduction_to_Hospitality_Eng.pdf

https://setupmyhotel.com/formats/house-keeping/128-room-attandend-sheet.html

http://www.edb.gov.hk/attachment/en/curriculum-development/kla/pshe/nss-
curriculum/tourism-and-hospitality-studies/Hospitality_English_21_June.pdf

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