A housekeeper’s ability to clean a room is not limited by the language she speaks.  However, language can be a barrier to service when a guest or manager makes a special request to a housekeeper in a language she doesn’t understand.   With a little effort, these language barriers can become nothing more than speed bumps.

Some resorts are providing English or Spanish classes for housekeepers who speak a different language, and bilingual supervisors are being identified to serve as translators.  As understanding increases, the level of service improves.

MasterCorp has developed a Spanish/English Phrases Booklet, which has become an important communication tool.  The pocket-sized booklet contains commonly used housekeeping phrases and object words, complete with line drawings, in both Spanish and English.  The booklet can be used as a training tool to help staff and managers learn key housekeeping phrases or as a reference to better understand a directive from management or a request from a guest.

“Using the booklet has provided clearer communications among housekeeping staff,” observes project manager Casey Fiandt, “and has encouraged more effective interaction with guests and responses to guest requests.”