Providing Housekeeping Services To Guests
Providing Housekeeping Services To Guests
Providing Housekeeping Services To Guests
Learning objectives:
Introduction
A hotel cannot provide all the necessary items a customer may need
inside each and every room for a number of reasons;
Therefore it is vital that the housekeeping are able to get a request differ
depending on the type of accommodation provided. Housekeeping requests by
guests can be made across a range of accommodation properties for a wide
B. Servicing of room
Ensuring guest comfort may relate not just to issues that can be
handled quickly by housekeeping (such as rectification cleaning, a
replacement jug for one that’s not working) but also handled or direct
guest’s requests relating to;
Noisy people in the room next door
Poor views from the balcony
Noisy pigeons outside the room which stops guests getting to
sleep
Noisy elevators near the room
Lack of facility in the room
Quality of the facility that is below of the guest’s expectations
Advertising that has created expectations that are not being met
Given that the housekeeping staff are usually busy trying to achieve the
tasks set for them by the Executive Housekeeper on the daily basis, they must
still ensure they handle any requests from in-room guests in addition to their
allocated workload and do so in a polite and friendly manner, in accordance
with all relevant house rules and policies and procedures.
If the room attendant cannot assist the guest immediately, they should
at least acknowledge the guest’s request and advise them when the assistance
will be available.
There may also be times when a guest makes a request and the room
attendant cannot provide an immediate answer as to whether or not the
request can be fulfilled.
told of how their request is to be dealt with and keep informed about the
progress of the request.
In order to ensure the comfort and well being of guests, housekeeping must
develop a good relationship with guests.
For room attendant to provide excellent service, they must know the importance
of making guests feel safe and secure and welcome while they are away from
home.
Make sure however that you follow any house policies that might apply
to the use of guest’s names.
Get the pronunciation right – if you are not sure, use “Sir” or “Madam”
If you don’t know the guest’s names or forgotten it, addressed the guest
by “Sir” or “Madam”
Most requests from guests for items for their room come about from:
A phone call to housekeeping from the guest
A face to face conversation with the guest as they are walking down the
corridor and see you cleaning rooms.
This provides the perfect opportunity to find out the guest’s name but you have
to be alert to the possibility it is going to happen and be ready to listen for it
and remember it.
If you forget the guest’s name, it is easy enough to find out a name from the
internal room system using the room number as the basis for the search.
Learning objective:
After reading this information sheet, you should be able to identify the
types of staff request.
Introduction
Types of requests
1. Cleaning
Cleaning duties
Cleaning of in-house facilities
Emergency cleaning
2. Staff uniforms
Order and supply of staff uniforms
Providing laundry service
3. Provision of supplies
Cleaning products, rags and equipment
Chemicals
Clean linen for F&B department
Towel for gymnasiums
4. Security
Check rooms and floors for safety concerns
Ensure guest rooms and emergency doors are shut
Close storerooms
Participate in emergency and evacuation procedure
5. Other tasks
Move room service trays from rooms or corridors to appropriate
store area
Check mini bar for departing guests
Check actual status of a room – whether a guest has actually left
the room or if it is occupied
Learning objective:
After reading this information sheet, you should be able to know how to
record housekeeping requests according to enterprise requirements.
Introduction
Any contact that housekeeping has with a guest has the potential for a
request to be made by the guest.
The reality is that guests rarely speak with housekeeping staff unless
they have a need to do so, so be aware of this kind and be ready to respond.
The key to this is repeating back to the guest what it is they have told
you they want, using your establishment knowledge to clarify any areas that
are not clear.
For example, if a guest phones and says they want more towels, you
need to determine what size of towel they want. If the guest tells you they have
spilled something in their room and they want it cleaned up, you should ask
the nature of the spill (what was spilled, what it was spilled on, and how big
the spill is) so you can prepare for what is needed.
Sometimes the guest will ask questions about what is available to suit
their need, so you need to respond accurately and honestly to these questions.
It is important that honesty is used so that you avoid creating false
expectations in the mind of the guests.
The key to this is to not rely on your memory but rather write down the
relevant details.
This advice applies whether the request comes in person or over the
phone. There should always be note paper and a pen near the phone in the
housekeeping department and a room attendant should always have a
notebook and a pen as standard items when they are working.
It is always wise to confirm the details to save time, effort and guest
frustration if the wrong item or service is delivered. There may often be
communication difficulties cause by different languages, lack of local
knowledge, tiredness and unfamiliarity with the property.
Learning objective:
After reading this information sheet, you should be able to know how to
advise on time for provision/delivery of identified service or items to guest
room.
Introduction
After a request has been received, recorded and confirmed, you should
provide the guest with an estimated timeframe as to when the request will be
met.
The timeframe for meeting any guest request must be reasonable and
achievable.
It is best if the guest agrees that the time given by you is agreed to by
them, but sometimes they place unrealistic timelines that simply can’t be met.
Obtain agreement where possible and where you can’t, do your best and be as
quick as you can.
Remember you will probably have other tasks to do and other guests
need to provide, so the Golden Rule is “Under-promise and over-deliver”.
For example, if you tell the guest, the item or service they have requested
will be there in 5 minutes and it actually takes 10 minutes, they will be
disappointed and annoyed. If you promise the item in 10 minutes and have it
deliver in 5 minutes, they will tend to be impressed with your fast response.
However, should the timeframe change for any reason, the room
attendant must inform the guest of the progress being made with their request
and supply the guest with other a new revised timeframe, and the reason for
the change in time.
By doing this, the guest will then be able to adjust their expectations:
they may not like the revised timeframe but at least they are aware of it. (and
can plan accordingly) and know that something is being done to satisfy them.
If you personally are unable to action a request for guest service that you
agreed to, make an attempt to see if someone else can assist. This may mean
asking another room attendant, a porter or a room service person.
Time delays
Despite your best efforts, there will probably be times when a breakdown
arises in relation to services provided by the housekeeping department.
In all instances, the guest should receive an apology for this lapse in
service and appropriate remedial action should be taken immediately, where
appropriate, to try retrieved the situation to the best extent possible.
Where there have been delay, you must apologize for this. You must
make sure you are sincere in your apology and must also be brief. You must
make sure you apologize not only for the lack of service or item that wasn’t
delivered, but you must include apology for any inconvenience that has been
caused.
Learning Objective:
After reading this information sheet, you should be able to know how to
liaise with other staff to obtain and or deliver identified service or items.
Introduction
As identified in the past section, guests or staff may have requests which
must be addressed. In some cases these tasks can be performed by yourself or
within the housekeeping department. In many cases, in order to respond to a
guests requests it require the involvement of other people or departments. A
guest is not concerned who handles their request. Their concern is that it is
simply handled in satisfactory and timely manner.
On some occasions, there will be a need for teamwork and the person
receiving the request for housekeeping services may need to obtain assistance
from another staff member to comply with the request.
For example, a large spill in a room may be better dealt with by 2 people
rather than just one. A large piece of equipment or furniture that needs moving
will require “team lift” approach.
Where you feel that you are unable to fulfill the request on your own, you
should always be prepared to ask others for their help. You should also be
prepared to help others when they ask for your assistance.
When you receive a request from a guest for extra service provision and
the guest appears annoyed, upset, affected by drugs or alcohol then you should
always obtain help from other staff member. Certainly, it is important to let
someone know the room where you are going to.
When you are servicing a room, others can tell where you are by the
location of your trolley and looking at your room chart, but when you respond
Competency-based Learning Date Developed: Document No.
Material for April 10, 2017 Issued by: Page 14 of
HOUSEKEEPING NCII
Module Title: Developed by: Revision No. 27
Providing Housekeeping BUENA D. JARO
Services to Guest
15
All it takes is a quick call to another staff member “Hi, it’s John here on
th
the 7 floor: just taking some extra guest supplies to Room 1010, should be
back in station in 5 minutes.”
Responsibility
Learning objective:
After reading this information sheet, you should be able to locate and
deliver items to guest room.
Introduction
This is generally fairly easy to do, because most requests related to items
that the room attendant has ready access to guest supplies are on the
housekeeping trolley and most other things requested are either in a Floor
Housekeeping storeroom or can be borrowed from a vacant room.
In other cases, however, some requests may involve a bit more time and
effort.
No staff member should ever use the phrase “It’s not my job!” when
responding to a request from a guest. In a service industry, it is always your
job to assist guests.
Once a request is received, you must promptly seek out the item or
equipment necessary to complete the request within the agreed timeframe.
The key to any request from a guest is to take action on their request.
To so this, you will most likely just go to your trolley (or to the nearest
housekeeping storeroom), grab what is needed and take it to the guest room.
Passing on request
In other cases, where the request falls outside your ability to fulfill it, the
appropriate person must be notified and the request passes on important
points when doing these are:
Pass on all the relevant details including the name and room number of
the guest is vital. This information allows the person to get back in
contact with the guest to clarify things or amend the promised delivery
time.
Make sure the person you give the message to, understand it. Get them
to repeat it back to confirm it. Make special mention of any important
bits including the need for urgency.
Stress any agreed time that have been given. If you promised the item in
10 minutes, you must let the other person know when that 10 minutes is
up.
In these situations:
Never say “I don’t know”
Never tell them it’s not your job to provide that sort of information
Learning objective:
After reading this information sheet, you should be able to set-up items
requested by guests.
Introduction
In-room meetings
Directions will be given by the person hiring the room about what they
want, where they want it set and the time by which it needs to be ready.
Elderly people
They may be perfectly well able to operate their TV or DVD at home but
the one in their room may be different and they may not be able to make it
work.
Don’t make them feel stupid for asking, take time to make sure they have
understood what you have told them and check to see if they are able to
operate it properly on their own before you leave. A call to the room 15 minutes
later to check if everything is fine would also be appreciated and shows
evidence of excellent service.
It should be a standard house rule that guests are never allowed to set-
up portable bed or cot. Not only allowing them to do this is a bad service, there
is also a great risk they may injure themselves.
You must also adhere to all health and safety regulations when moving
items about, especially heavy items.
Competency-based Learning Date Developed: Document No.
Material for April 10, 2017 Issued by: Page 19 of
HOUSEKEEPING NCII
Module Title: Developed by: Revision No. 27
Providing Housekeeping BUENA D. JARO
Services to Guest
20
There may be items when the guest will only require additional piece of
equipment for a certain time span – a short-term loan.
When this item is placed in the room, it may be a good idea for you to
reach an agreement with the guest about the collection time for that item.
The main reasons to identify a time for collection for these items are:
To allow the guest to be able to plan their stay with us – it saves them
wondering what is going to happen in relation to the item: they know
what’s going to happen and can plan accordingly;
To prevent the situation where the guest may place the item in the
corridor outside their door – minimizing the chance of damage to the
item or theft.
To give the guest space in their room – unwanted items take up space
that the guest may want to use for something else.
To allow the asset to be put back into inventory and available for use by
another guest if need arise.
In relation to agreeing on a time for collection of these short-term loan
items:
The arrangement to pick-up should be made as a suggestion rather than
a requirement
Guest should be encourage to contact housekeeping and arrange for an
extra extension of the pick-up time where they want the item for a longer
period
Where housekeeping staff will be off duty when the pick-up time arrives,
arrangements need to be made with another department to collect the
items. It is not acceptable for the guest to have to put up with an item in
their room that they don’t want there simply because we can’t pick it up.
Room service staff, porters or staff from any department could be asked
to assist.
Log book
When an item is recovered from a guest room and returned to the store,
this log is signed to demonstrate that return.
The log book assists in tracking assets and making sure all rooms have
their necessary items.
Learning objective:
After reading this information sheet, you should be able to identify the
types of items from the guest rooms are collected as required
Introduction
Performance Objective:
Supplies:
Equipment:
Steps/Procedures:
CRITERIA YES NO
1. Displayed hygienic practices in the performance of
his/her task?
2. Wore proper attire or uniform appropriate for
housekeeping worker?
3. Followed the standard procedure in accessing an
occupied guest room?
4. Displayed safety consciousness in the performance of
his/her task?
5. Displayed ability to receive housekeeping request?
6. Displayed ability to provide guest request?
7. Displayed ability to provide advice to guest?
8. Displayed ability to liaise with other department?
9. Displayed ability to demonstrate operation and
function of the department?