🏨Secrets of a luxury hotel: how staff create magic every day, part 4, housekeeping staff (A2)

• simple tips and daily tasks to make guests feel like royalty

🧹 Housekeeping Staff

• Clean rooms every day
  → In luxury hotels, rooms must look perfect. This includes making the bed neatly, vacuuming, and arranging everything nicely.
• Change towels and sheets
  → Clean towels and sheets are a sign of good service and hygiene. They must always look fresh and smell clean.
• Check everything carefully
  → Housekeepers must notice small details: fingerprints on glass, dust under furniture, or missing items.
• Respect guests’ privacy
  → Housekeepers must knock loudly, say “Housekeeping!”, and wait for an answer before entering. Guests must always feel safe in their room.
• Report broken things
  → If a lamp is broken or water is leaking, housekeeping must inform maintenance quickly. Fast repairs show quality service.
• Be quiet and respectful
  → Housekeepers must move quietly in the hallway and not disturb guests.

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Setting:

The manager’s office at the Grand Horizon Hotel, a luxury 5-star hotel.

Characters:

• Ms. Elena Carter – Hotel Manager
• Mr. Raj Patel – Assistant Manager

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[Ms. Carter is sitting at her desk, reading a report. Mr. Patel knocks on the door and enters.]

Ms. Carter:
Good morning, Raj. Please, have a seat. Let’s talk about the housekeeping staff. How is everything going?

Mr. Patel:
Good morning, Ms. Carter. Overall, the housekeeping team is doing very well. They clean all rooms every day. The beds are made perfectly, and everything looks neat and elegant. Many guests have written positive comments.

Ms. Carter:
That’s great news. How are we doing with towels and sheets?

Mr. Patel:
They are changed every day. The sheets are white and clean, and the towels smell fresh. This makes a good impression on our guests.

Ms. Carter:
Good. And the small details?

Mr. Patel:
The team checks the glass and furniture carefully. They look for fingerprints and dust. But I think we can still improve a little here. For example, sometimes they don’t check under the bed or behind the curtains. Guests may leave things there, like socks, chargers, or papers. If we miss these, guests might think the room is not fully cleaned.

Ms. Carter:
Yes, you’re right. Those places are easy to forget. What about privacy?

Mr. Patel:
The staff always knocks loudly, says “Housekeeping!”, and waits. Guests feel safe, and this is very important. No problems here.

Ms. Carter:
Good. And maintenance reports?

Mr. Patel:
They are faster now. Yesterday a lamp was broken, and they informed maintenance immediately. It was fixed in less than an hour. However, some staff members forget to report small things like loose hooks or weak water pressure. These are not big problems, but they can give guests a bad impression if not fixed quickly.

Ms. Carter:
Exactly. Small problems can make a big difference in a 5-star hotel.

———end of dialogue———

Mr. Patel:
Also, we can improve communication between housekeeping and the front desk. For example, if a guest checks out early, the room should be cleaned faster so we can offer it to new guests sooner.

Ms. Carter:
That’s a smart point. And the noise?

Mr. Patel:
It’s better now. The staff moves quietly, but sometimes when they talk in the hallway, their voices are still a bit too loud. We can remind them to whisper or use radios more carefully.

Ms. Carter:
Very good observations, Raj. Please prepare a short training for the team. We will focus on hidden areas in rooms, faster reporting of small problems, and quiet communication.

Mr. Patel:
Of course, Ms. Carter. I’ll organize the training this week and talk to the supervisors today.

Ms. Carter:
Excellent. Thank you, Raj. Together, we can make the service even better.

Mr. Patel:
Thank you, Ms. Carter. I’m sure the team will improve even more.

[Mr. Patel smiles and leaves the office. Ms. Carter writes a note to check the improvements in two days.]

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🧹 What to Do	🏨 How to Do It
1. Clean the room	Housekeepers clean the guest room every day. The bed must look perfect — sheets straight, pillows in the right place. Vacuum the floor carefully, dust the furniture, clean mirrors and glass. Arrange the chairs, table, and things nicely. A clean room makes guests feel happy and comfortable.
2. Change towels and sheets	Guests must always have clean towels and sheets. Take used towels and sheets out of the room. Replace them with fresh, clean ones from the housekeeping trolley. Fold towels nicely and put them in the correct place. Clean linen must smell nice and look bright.
3. Check the room carefully	After cleaning, look at everything closely. Check the bathroom for hair or water on the floor. Look at mirrors for fingerprints. Check under the bed and behind doors for dust. Make sure all items (remote control, water bottles, hangers) are in the right place. Good housekeepers see small details.
4. Respect guests’ privacy	Always knock on the door 3 times. Say clearly: “Housekeeping!” Then wait a few seconds. If there is no answer, knock again. Only enter when it is safe. If a guest is in the room, ask politely if you can come in later. Guests must always feel safe, private, and respected.
5. Report problems quickly	If something is broken, for example a lamp, toilet, air conditioner, or if water is leaking — tell the maintenance department immediately. Do not try to fix it yourself. Fast reporting means the problem can be fixed quickly, and the guest will be happy.
6. Be quiet and respectful	Speak softly or not at all in the hallway. Close doors slowly and quietly. Do not shout to other staff. If guests are sleeping, be extra careful. Quiet work shows respect and good service.
7. Be clean and professional	Wear a clean uniform. Wash your hands often. Be polite and smile. If a guest talks to you, answer kindly. Professional housekeepers make a good impression.
8. Follow safety rules	Be careful when using cleaning products. Do not leave wet floors without a sign. Use gloves when needed. Keep the trolley in the hallway, but do not block the way. Safety is very important.

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