ENGINEERING & HOUSEKEEPING

A. Asking Permission

Engineering
Staff : Good afternoon, how may I help you?
Guest : Good afternoon. I am calling to tell you that the faucet in my room doesn’t work
properly.
Staff : What’s wrong with it, Sir?
Guest : When I used it this morning, it took more than 5 minutes just to make it off.
Staff : We apologize for the inconvenience, Sir. I will come and check it now. What room is
it, Sir?
Guest : It’s okay, but can you come in 10 minutes? I need to prepare anything before I leave.
I’m in room 77.
Staff : Alright, Sir. I will come and check it in 10 minutes.
Guest : Thank you then.
Staff : My pleasure, Sir.
… (10 minutes later)
Staff : Excuse me, we come to check the faucet.
Guest : Oh, okay, please come in.
Staff : How’s your stay, Sir?
Guest : Good, except the faucet.
Staff : We are really sorry for that. We will make everything set up for your convenience.
Guest : Thank you. I am leaving now.
Staff : Alright, Sir. Enjoy your day.

---

Housekeeping
Staff : Good morning, Sir. I am a Staff, and I’m in charge of your room. May I clean your roo
m now?
Guest : Good morning. Hm... I will leave in 10 minutes. Will you wait?
Staff : Alright, Sir. I will come in 10 minutes and do the clean up.
Guest : Thank you.
Staff : Anytime, Sir.
 Asking for permission

Excuse me, may I come in? Excuse me, would you mind if I clean the ro
Excuse me, may I clean the room now? om now?

Excuse me, may I check the bathroom, pleas Excuse me, would you mind if I check the ai
e? r conditioner now?

Possible answer

Yes, please.

Can you come in 10 minutes?

I will leave in 10 minutes. Will you wait?

Not now. Come back later.

Asking Information

What’s wrong, Sir, Ma’am? What room is it, Sir, Ma’am?

Could you tell me what happened? May I know what is your room?

Offering Assistance

If there's anything else, feel free to let us know.

If there are any issues, feel free to reach out.

If you need any assistance, please inform us.

Should you require any assistance, please don't hesitate to contact us.

Asking to Wait

A minute, please. Please wait for a minute.

Just a moment, please. Please kindly wait for a few minutes.

B. Handling Complaints
 I apologize for the discomfort. We'll fix it right
away.
I apologize for the inconvenience. We will address
the lighting issue immediately.
I'm sorry for the disruption. We'll investigate and
ensure stable power supply in your room.
I apologize for the concern. We'll check and resolve
any issues with the water quality.
I'm sorry for the inconvenience. We will investigate
and improve the Wi-Fi connection.
I apologize for the inconvenience. We will fix the
window to ensure it opens smoothly.
I'm sorry for the discomfort. We'll identify and
address the source of the odor.
I apologize for the inconvenience. We'll adjust the
heating to ensure a comfortable temperature.
I'm sorry for the concern. We'll inspect and fix the
elevator promptly.
Certainly. We'll assess and fix the bathroom leak as
soon as possible.
I apologize for the inconvenience. We will be there
shortly to fix the issue with your TV.
"I'm sorry for the inconvenience. We'll inspect and
repair the door lock to ensure it functions correctly.
Apologies for the inconvenience. We will address the
clogged sink in your room promptly.
I'm sorry for the disruption. We'll inspect and repair
the phone in your room.
EN
I'm sorry for the inconvenience. We'll ensure prompt
and reliable transportation for you
I apologize for the oversight. We'll reconfirm the
reservation and ensure a smooth process.
The air conditioning in my room is not working
properly.
The lights in my room are flickering. It's causing a
disturbance.
There was a power outage in my room, and it took
a while to restore electricity.
The water in the shower looks discolored. Is there a
problem?
I'm facing frequent disconnections with the Wi-Fi
in my room.
The window in my room is stuck, and I can't open
it.
There's a strange smell in the hallway. It's quite
unpleasant.
The heating in my room is not sufficient. It's too
cold.
The elevator is making strange noises, and it feels
unreliable.
I noticed a leak in the bathroom. Can someone
come to fix it?
The TV in my room is not working. Can you send
someone to check it?
The door lock is not working properly. I had
trouble getting into my room.
The sink is clogged, and water is draining slowly
My room phone is not working. I can't make any
calls.
I requested a taxi through the concierge, but it
never arrived.
I asked the concierge to make a restaurant
reservation, but it wasn't confirmed.
 I apologize for the oversight. We will clean your The bathroom wasn't properly cleaned, and there's
room thoroughly. hair everywhere.

I'm sorry for the oversight. We'll ensure timely restoc The toiletries were not restocked, and I had to call
king of amenities in your room. housekeeping for replacements.

I apologize for the inconvenience. We'll change the There were stains on the bed linens, and they were
linens and ensure better cleanliness. not replaced during my stay.

I'm sorry for the oversight. We'll ensure your room is My room was not serviced, and the bed was left
promptly serviced, and the bed is made. unmade.

I apologize for the oversight. Housekeeping will

The trash in my room was not emptied during the
address this immediately and ensure thorough room
daily cleaning.
cleaning

I apologize for the inconvenience. We'll investigate Some of my personal items were moved during
and help locate your misplaced items. housekeeping, and I can't find them.

I apologize for the delay. We'll ensure timely service I requested housekeeping in the morning, but no
for your future requests. one came until late afternoon

I apologize for the oversight. We'll address this The trash in my room was not emptied during the
immediately and ensure thorough room cleaning. daily cleaning.
C. Handling Questions

Housekeeping

Guest: "What time does housekeeping usually clean the rooms?"

Staff: "We typically start cleaning rooms after 9 AM. If you have a specific time preference, feel fre
e to let us know."

Guest: "Can I request a specific fragrance for the room freshener?"

Staff: "Absolutely! We have a few options. Which fragrance would you prefer?"

Guest: "Do you provide laundry services for guests?"

Staff: "Yes, we offer laundry services. You can find the laundry bag and instructions in your room."

Guest: "Is it possible to have the room cleaned later in the day while I'm out?"

Staff: "Certainly! We can arrange a convenient time for you. Just let us know when you'll be out."

Guest: "Is it okay if I leave my personal items on the bed while the room is being cleaned?"
Staff: "For your privacy and security, we recommend placing valuable items in the designated areas.
We'll work around any personal items you leave on the bed."

Guest: "What's the policy on changing bed linens during my stay?"

Staff: "By default, we change bed linens every third day of your stay. If you prefer more frequent ch
anges or have specific requests, just let us know."

Guest: "Is there a lost and found for items left behind?"
Staff: "Certainly. If you've left something behind, please let us know, and we'll check our lost and f
ound for you."

Guest: "Do you provide slippers in the rooms?"

Staff: "Yes, we do. You'll find slippers in the closet. If you need more, feel free to ask."

Guest: "What's the policy on bringing outside food into the room?"
Staff: "You are welcome to bring outside food into the room. Please dispose of any waste in the des
ignated bins."

Guest: "Do you offer a morning wake-up call service?"

Staff: "Yes, we provide wake-up call services. Let us know the preferred time, and we'll make sure
you're awake on time."

Engineering/Maintenance
Guest: “Are there any upcoming planned maintenance activities that might affect my stay?"
Staff: "We usually schedule maintenance during low-occupancy hours to minimize any impact on g
uests. If there's a specific concern, please let us know."

Guest: "Can you explain the emergency maintenance procedures in case of a power outage or simila
r situations?"
Staff: "Certainly! In case of a power outage, stay calm, and use the emergency lighting. We'll respo
nd promptly to address the issue."
Guest: "Is it possible to have a brief overview of the fire safety and emergency systems in the hote
l?"
Staff: "Of course! We prioritize guest safety. Fire safety systems include alarms, sprinklers, and em
ergency exits, all regularly inspected and maintained."

Guest: "Are there any specific policies regarding using personal electronic devices, such as charger
s, in the hotel rooms?"
Staff: "Feel free to use your personal devices. If you encounter any issues with electrical outlets, let
us know, and we'll assist you."

Guest: "Is there a way to request additional lighting in my room if needed?"

Staff: "Certainly! We can provide additional lighting upon request to ensure your comfort. Just let u
s know your preferences."

Guest: "I'm having trouble adjusting the air conditioning in my room. Can you guide me on the setti
ngs?"
Staff: "Certainly! You can adjust the air conditioning by using the thermostat on the wall. If you're h
aving difficulty, I'll be happy to come up and assist you."

Guest: "My minibar doesn't seem to be cooling properly. Is there a way to troubleshoot it?"
Staff: "I apologize for the inconvenience. Check if the temperature setting is correct. If the issue per
sists, I'll come to your room to inspect the minibar."

Guest: "I'm having difficulty connecting to the Wi-Fi. Can you provide troubleshooting steps?"
Staff: "Of course! First, make sure you're entering the correct password. If the issue persists, I'll che
ck the connection and assist you further."

Guest: "I noticed you checking the fire alarm. Is there a specific reason for the inspection?"
Staff: "Great observation! We're conducting a routine inspection of the fire alarm system to ensure i
t's in top condition. Your safety is our top priority. If you have any questions, feel free to as
k."
D. Vocabulary

Housekeeping Vocabulary:

Clean Bersih/Membersihkan Stain Noda

Tidy Rapi/Merapikan Wipe Mengelap
Dust/Dusty Debu/Berdebu Inspect Memeriksa
Sanitize Mensterilkan Trash Sampah
Linens Peralatan tidur Sweep Menyapu
Organize Merapikan Pillowcase Sarung bantal
Polish Mengilapkan Mop Mengepel
Scrub Menggosok Iron Menyetrika
Wash Mencuci Deodorize Membuang bau
Change Mengganti Sort Mengurutkan
Make Merapikantempat tiidur Freshen Menyegarkan
Arrange Menyusun Manage Mengelola
Fold Melipat Secure Mengamankan
Stock Menyediakan stok Dispose Membuang
Replace Mengganti Empty Mengosongkan

Engineering/Maintenance Vocabulary:

Maintain Merawat Carpentry Tukang kayu

Repair Memperbaiki Faulty Bermasalah
Inspect Memeriksa Upkeep Pemeliharaan
Fix Memperbaiki Equipment Peralatan
Plumbing Instalasi air Safety Protocol Protokol kesehatan
Electrician listrik Circuit Breaker Sekering listrik
Tools Alat-alat Ventilation Ventilasi
Wrench Kunci inggris Power outage Pemadaman Listrik
Replace Mengganti Manage Mengelola
Adjust Mengatur Secure Mengamankan
Monitor Memantau Handle Menangani
Check Memeriksa Operate Mengoperasikan
Clean Membersihkan Examine Memeriksa