Housekeeping is the part of a hotel you speak to most and see least. Four short phone calls cover almost everything: something extra, something clean, a different time, or please not today.
1. Two towels short
Mei: Hello, room 304. Could we get some fresh towels?
Staff: Of course. How many?
Mei: Two, please. There are three of us.
Staff: I'll send them up in ten minutes.
Mei: Thank you, that's kind.
2. Not this morning
Dan: We're working in the room today.
Staff: Would you like us to come later?
Dan: Could you skip us altogether?
Staff: No problem. I'll take you off the list.
Dan: We'll leave the rubbish outside the door.
Staff: Perfect. Someone will collect it.
3. Come back at eleven
Priya: Housekeeping knocked at eight.
Staff: I'm sorry. That's early for them.
Priya: Could they come at eleven instead?
Staff: I'll put a note on your room.
Priya: Thank you. We're slow in the mornings.
4. The sign on the door
Tom: Is there a do not disturb sign anywhere?
Staff: On the back of the door, on a hook.
Tom: If I hang it out, will anyone still knock?
Staff: Nobody will. Not even us.
Tom: Good. I'm sleeping until noon.
5. Small things that run out
Noor: There's no shampoo left in the bathroom.
Staff: I'll send up more toiletries.
Noor: Could we have soap as well?
Staff: Of course. Anything else?
Noor: A spare roll of toilet paper, if you have one.
Staff: All three on their way.
6. One more pillow
Leo: These pillows are very soft.
Staff: We have firm ones if you prefer.
Leo: Could I get a firm one, and a spare duvet?
Staff: Both together, in about fifteen minutes.
Leo: That's great, thank you.
7. Making up the room while you're out
Ivy: We're going out at nine.
Staff: Shall we make up the room then?
Ivy: Please. We'll be back around three.
Staff: It'll be done long before that.
Ivy: And could you change the bed?
Staff: We change it every third day, but I'll do it today.
8. Something you didn't pack
Sam: I've come without a hairdryer.
Staff: There's one in the bathroom, on the left.
Sam: Found it. And an iron?
Staff: That one I have to bring up. Five minutes.
Sam: No rush at all.
Words to know
| housekeeping | The team that cleans the rooms. The word covers the people, the service and the phone line you call. Housekeeping knocked at eight. |
| make up the room | To clean a room and put it back in order. This is the phrase hotels use, not do the room. Shall we make up the room then? |
| do not disturb | The sign you hang outside when you want nobody to knock. Is there a do not disturb sign anywhere? |
| fresh towels | Clean towels to replace the used ones. Ask for fresh, not new — new sounds like you want them bought. Could we get some fresh towels? |
| toiletries | The small bottles and bars in the bathroom: shampoo, soap, shower gel. I'll send up more toiletries. |
| spare | One more of something, kept in case you need it. A spare roll of toilet paper |
| skip | To leave a room out today. Say it when you would rather nobody came in at all. Could you skip us altogether? |
| hairdryer | The machine for drying hair. One word, and no need to add machine after it. I've come without a hairdryer. |
Quick practice
Complete each line with a word or phrase from this lesson.
1. The towels in the bathroom have all been used.
“Could we get some ________?”
2. You are working in the room and want nobody to come in today.
“Could you ________ us altogether?”
3. You want to sleep late and nobody to knock.
“Is there a ________ sign anywhere?”
4. The shampoo and soap have run out.
“I'll send up more ________.”
5. You are going out, so now is a good time for them to clean.
“Shall we ________ then?”
6. You forgot to pack the thing that dries your hair.
“I've come without a ________.”
Show the answers
1. fresh towels 2. skip 3. do not disturb 4. toiletries 5. make up the room 6. hairdryer
Common mistakes
Not: Please do my room now.
Say: Could you make up my room, please?
Do my room sounds like an order and is not the hotel phrase. Rooms are made up, and the request is softened with Could you.
Not: Can you change the sheets of the bed?
Say: Could you change the bed, please?
Change the bed already means change the sheets on it. The longer version is not wrong, only slower than anyone speaks.
Not: Can you bring me a hair dryer machine?
Say: Could we get a hairdryer, please?
Hairdryer is already the name of the machine. Adding machine after it is like saying a kettle machine.
Your turn
Say these out loud. Change the room number, the time and the item so the calls sound like ones you might really make.
- Call the desk and ask for two fresh towels, saying how many people are in the room.
- Ask housekeeping to skip your room today and explain why.
- Housekeeping came too early. Ask for a later time.
- The shampoo and soap have run out. Ask for more and add one other thing.
- You are going out for the day. Offer a good time for them to make up the room.
Quick review
Four calls, four openings. Something extra: Could we get some fresh towels? Something missing: There's no shampoo left. A different time: Could they come at eleven instead? And nothing at all: Could you skip us altogether? Say the room number first and the rest takes ten seconds.