Competency Based Learning Material: Tourism Housekeeping NC Ii
Competency Based Learning Material: Tourism Housekeeping NC Ii
Competency Based Learning Material: Tourism Housekeeping NC Ii
SECTOR:
TOURISM
QUALIFICATION TITLE:
HOUSEKEEPING NC II
UNIT OF COMPETENCY:
PROVIDE HOUSEKEEPING SERVICES TO GUESTS
MODULE TITLE
PROVIDING HOUSEKEEPING SERVICES TO GUESTS
List of Competencies
No
Unit of Competency Module Title Code
.
TRS5123112
Clean and prepare rooms for Cleaning and
incoming guests prepare rooms for
incoming guests
TRS5123113
Provide valet/butler Providing
service valet/butler
service
TRS5123114
Laundry linen and guest Laundering
clothes linen and guest
clothes
TRS5123115
Clean public areas, facilities Cleaning public
and equipment areas, facilities
and equipment
TRS5123122
Deal with/handle Deal
intoxicated guests with/handle
intoxicated
guests
MODULE CONTENT
Introduction
This module deals with the skills and knowledge required to provide a
range of general housekeeping services to guests.
LEARNING OUTCOMES:
Upon completion of this module, the trainee/ student must be able to:
LO 1. Receive housekeeping
requests LO 2. Provide
housekeeping requests LO 3.
Provide advice to guest
LO 4. Liaise with other departments
ASSESSMENT CRITERIA:
1. Accept and record guest/staff housekeeping requests and
service delivery in accordance to enterprise policies and
procedure.
2. Confirm and note details of requests made in accordance with
enterprise procedures
3. Apologies are made where a request has arisen from a delayed delivery
of service
4. Referred request not related to housekeeping to appropriate department.
Learning Outcome Summary
CONTENT:
1. Hotel codes and regulations
2. Interpersonal skills: Communication and listening Skills
3. Upselling and selling techniques
4. Basic operational skills on facilities and equipment
5. Personal hygiene
6. Hotel organization structure: departments and its functions
“Rank and File”
7. Preparing requisitions for maintenance services
ASSESSMENT CRITERIA:
1. Obtain identified service/item through liaison with other staff
in accordance with enterprise procedures
2. Locate and deliver required items to guest room in accordance
with enterprise procedures
3. Set up equipment in guest room in accordance with the request
of the guest
4. Remove requested items from guest rooms in accordance
with enterprise procedures.
CONDITIONS:
ASSESSMENT METHOD:
6. Answer Self-check 1.1-3 on In comparing your answers from the model answer be sure
procedures in performing valet that all your answers are correct before proceeding to the
services: next activity
a) Receiving a call from the guest
b) Collecting and checking laundry for
possible damages
c) Sorting laundry items
d) Packing and delivery of laundry
items.
7. Read Information Sheet 1.1-4 Read and understand the Information Sheet
on procedures in keeping laundry in the Module Provide Provide/Butler
area clean in accordance with the Service of the CBLM on Housekeeping NC II.
establishment standards. Check yourself by answering Self-Check.
Importance of housekeeping
Housekeeping may be defined as “ provision of a clean, comfortable, safe
and aesthetically, appealing environment “. By another definition :
Housekeeping is an operational department in a hotel, which is
responsible for cleanliness, maintenance, aesthetic upkeep of rooms,
public areas, back areas and the surrounding. The effort that a
housekeeping department makes in giving a guest a desirable room has
a direct bearing on the guest experience in a hotel. Guest room are the
heart of the hotel. It is rightly said that housekeeping is a 24 x 7 x365
operation. Imagine the stacks of linen needed to make up all the beds in
a hotel; the huge amounts of bath soap, tissue and another amenities
such shampoos, colognes and so on that must be placed in the
guestrooms; the miles of carpeting, floors, walls and ceilings to be
cleaned and maintained; the countless pieces of furniture that must be
dusted and polished and the barrels of cleaning compounds along with
special tools and equipment needed in order to clean these.
Types of Housekeeping
1. Domestic Housekeeping refers to housekeeping maintenance in a house. It covers bedrooms,
kitchen, dining, receiving area, grounds and the surrounding areas within the house.
2. Institutional Housekeeping applies to housekeeping maintenance in commercial lodging
establishments like hotels, resorts, inns and
apartels.
Guest rooms
Hallways and corridors
Lobby
Public areas and restaurants
Offices
Stairways
Grounds and Plants
Linen and laundry area
Pest control
It does not include the kitchen and dining areas since these are handled by the Food and Beverage
Section.
Lobby
Corridors
Function rooms (conference room, social hall, etc.)
Offices
Grounds and garden landscape
Reception area
Hallways
Other areas accessible to public
2. Rooms Maintenance, covering:
Guestrooms
Hallways in guestroom areas
Service
Linen room
4. Installati on, cleaning and Maintenance of Fixtures and Faciliti es like furniture and
appliances.
5. Pest Control.
1. Cleanliness
2. Orderliness
3. Sanitation
4. Guest and client comfort
5. Eye appeal
6. Safety
7. Materials control and preventive maintenance
8. Guest relation
Information Sheet 1.1
After reading the information sheet, the trainee must be able to:
Performance Criteria:
The role of housekeeping is to ensure the comfort and safety of guests whilst they are staying at a
hospitality organisation.
This is the guests 'home away from home'. It is essential that that a guest is able to enjoy their room in
the same manner and with the same ease as they would enjoy in their own house. The aim of
housekeeping is to strive to enable guests to access items as easily as in their own home.
Understandably an accommodation room is considerably smaller in size than the customer's normal
residence and therefore items that they may need might not be in immediate access.
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 housekeeping are able to get a requested item to a room in the shortest
possible time.
Housekeeping requests by guests can be made across a range of accommodation properties for a wide
variety of reasons.
A housekeeping department exists in any property that offers in-house
accommodation.
There may be many times during a shift when the room attendant will have to
handle guest requests and the reasons can vary.
Additional equipment in their room – because they have needs during their
stay that are not accommodated by the normal in-room items
Replacement items such as hair dryers, toasters, irons and electric jugs to
replace items that are not working
Extra bathroom guest supplies – another common request for long-term
guests: guests with long hair often ask for extra shampoo and conditioner
Additional items in compendium – such as letterhead paper, envelopes,
postcards, pens, note paper
Additional towels – to accommodate extra showers or baths taken by the
guests: where the property has a swimming pool this is a common request
Extra hangers for clothes, extra pillows, extra blankets
A power conversion board – to adapt their electrical equipment to the power
supply of the venue: common where the property caters to some international
guests
Ice and ice buckets.
Servicing of room
Rectification cleaning - guests may request an improvement in the servicing of room. They require
housekeeping staff to provide remedial service to the room when the original room service is deemed
by the guest to be sub-standard
A special room service where they have spilled something on the floor.
Repairs
Repair or removal of broken equipment – such as controls for the TV, DVD player, air conditioner,
broken bedside lights, free-standing lamps
Instructions to enable them to work equipment – such as the TV, in-room safe, lights (especially
where room cards are needed to activate the power to a room), heating and cooling controls.
Guests may also contact housekeeping when making a Lost and Found enquiry. They may have found an
item in a room they have just been roomed in or they may contact housekeeping after they have
departed to enquire about something they have lost.
Housekeeping is often the department that operates the Lost and Found facility for a venue because
most Lost and Found items come from guest rooms.
Handling complaints
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 not working or extra tea
and coffee supplies) but also handle or direct guest requests relating to:
Noisy pigeons outside the room which stop guests getting to sleep Noisy
elevators near the room
met.
In most cases housekeeping may not be able to rectify these complaints personally, but they should
ensure the appropriate person is contacted in a timely manner.
Handling guest requests promptly
Given that housekeeping staff are usually very busy trying to achieve the
tasks set for them by the Executive Housekeeper on a daily basis (which are
essentially the servicing of departing and staying guest rooms), 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 policies and procedures.
If the room attendant cannot assist the guest immediately, they should at least
acknowledge the guests request and advise them when assistance will become
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.
In such instances, the room attendant should seek out accurate information to
satisfy the guests requests, or pass on the request to the appropriate
department (or the Floor Housekeeper) for action and follow up.
The guest should always be told of how their request is to be dealt with and
kept informed about the progress of the request.
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.
staff Introduction
Staff Uniforms
Provision of Supplies
Security
Other tasks
Move room service trays from rooms or corridor to appropriate store area
Check mini bars for departing guests
Check actual status of a room – whether a guest has actually left the room or
if it is occupied.
As mentioned, when handling requests made by staff, they must be handled in a timely
manner. These requests are made to help provide a better experience for guests and
must be treated seriously. All staff members are part of a team, each with a role to play.
Housekeeping has many requests for other departments and would also expect their
requests to be handled in an efficient manner.
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 and be ready to respond appropriately.
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 towels they want. If the guest tells you they have spilled
something in their room and 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 to 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 pen as standard items when they are working.
When a guest makes a request simply write
down: Guest name
Room number
Specifics of the request – type of item or service required, number involved
(where appropriate – „6 wine glasses‟)
Time for delivery to the room that was agreed to.
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
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.
Keys to agreeing on a timeline
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 probable have other tasks to do and other guest needs 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 there in 5
minutes, they will tend to be impressed with your fast response.
Never allow yourself to be forced or intimidated into a timeline that you know
cant be met. It is far better to politely explain this timeframe cannot be met,
explaining the reasons why, where applicable, and re-assuring the guest you
will act as quickly as possible.
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 to retrieve the situation to the best extent possible.
Where there has been a delay you must apologise for this. You must be
sincere in your apology but also brief. You must make sure you apologise not
only for the lack of service or item that wasn’t delivered but you must include
an apology for any inconvenience that has been caused.
The apology should
never: Blame anyone
else
Discredit the establishment
Commit the establishment to making some form of recompense or
compensation.
DEFINITION OF TERMS:
Term Explanation
Chemical A product, normally in liquid format, used to clean a
surface
Clean Free from dirt; unsoiled; unstained
Disinfectant Any chemical agent used chiefly on inanimate
objects to destroy or inhibit the growth of harmful
organisms
Defect A shortcoming, fault, or imperfection
Dry Cleaning The cleaning of garments, fabrics, draperies, etc.,
with any of various chemicals rather than water:
garments for cleaning in this way
Fittings Anything provided as equipment, parts, supply
Furniture, carpeting, etc., for a house or room
Housekeeping The maintenance of a house or domestic
establishment
Kitchenette A small kitchen or part of another room equipped for
use as a kitchen
Laundry Articles of clothing, linens, etc., that have been or
are to be washed
Malfunction Failure to function properly
Manual handling The act of pushing, pulling or lifting
Planning The act or process of making a plan or plans
Policy A rule, a definite course of action
Polish To make smooth and glossy, especially by rubbing or
friction
Procedure A particular course or mode of action
Provision of supplies Providing housekeeping items including equipment,
cleaning products and cloths
Repair To restore to a good or sound condition after decay
or damage; mend
SELF-CHECK 1.1
Receive housekeeping requests
A. Fill in the blanks:
1. is one who is responsible for administering housekeeping maintenance
and for insuring that everything is in order.
2. refers to the upkeep and maintenance of cleanliness and order in a
house or a lodging establishment such as inn, hotel, apartel, condominium,
resort, dormitory or a hospital.
3. defined as “provision of a clean, comfortable, safe and aesthetically,
appealing environment.
4. refers to housekeeping maintenance in a house. It covers bedrooms,
kitchen, dining, receiving area, grounds and the surrounding areas within
the house.
5. applies to housekeeping maintenance in commercial lodging
establishments like hotels, resorts, inns and apartels.
2. Housekeeping
3. Housekeeping
4. Domestic Housekeeping
5. Institutional Housekeeping
8. Clean
9. Repair
10. Polish
Liaise with other staff to obtain and or deliver identified service or items
Know how to accept housekeeping requests from staff
Locate and deliver required items to guest room
Set up equipment in guest rooms
Collect Items from guest rooms as required
Performance Criteria
Introduction
Where 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 another staff member.
Certainly it is important to let someone know the room 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 to a call to
take an item to a room it is impossible for others to know where you are should
you need help.
All it takes is a quick call to another staff member “Hi it’s John here on the 7th
floor: just taking some extra guest supplies to Room 1010. Should be back on
station in 5 minutes.”
Responsibility
Introduction
In most cases, it will be the responsibility of housekeeping to carry out
any guest requests that they receive.
This is generally fairly easy to do because moist requests relate 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.
If the request is outside your normal work responsibility, you should:
Record and confirm the request
Pass the details on to the relevant person for them to action.
Never, ever tell a guest “You’ll have to ring the Maintenance department – we
don’t handle replacing light globes” or “Sorry, Room Service do that – perhaps if
you ring 22 someone there can help you”.
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 do this, you will most likely just go to your trolley (or to the nearest
housekeeping storeroom), grab what is needed and take it the guest room.
Passing on requests
In other cases, where the request falls outside your ability to fulfil it, the
appropriate person must be notified and the request passed on important
points when doing this 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 understands 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 give them the impression that asking for the information is an imposition
or a stupid thing for them to do.
Introduction
Elderly people
It should be a standard house rule that guests are never allowed to set up a
portable bed or cot. Not only is allowing them to do this very bad service but
there is a great risk they may injure themselves.
Know the house rules
There may be times when the guest will only require an 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 and happen and can plan accordingly
To prevent the situation where the guest may place the item in the corridor
outside their door – minimising 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 the need arises.
Log books
Some establishments will have a log book to record information about
when and where extra items were delivered and when they need to be collected.
When an item is recovered from a guest room and returned to the store (or the
vacant room from where it was borrowed), this log is signed to demonstrate
that return.
The log book assists in tracking assets and making sure all rooms have their
necessary items.
D. Items from guest rooms as required
Introduction
SELF-CHECK
1.2
2. Once the request has been fulfilled, it is a good idea to check with the
guest to ensure they are satisfied with the outcome.
a. Safety and security
b. The need for teamwork
c. Responsibility
d. It’s not my job!”
3. Certainly it is important to let someone know the room you are going to.
a. Safety and security
b. The need for teamwork
c. Responsibility
d. It’s not my job!”
6. Record information about when and where extra items were delivered
and when they need to be collected.
a. In-room meetings
b. Elderly people
c. Responsibility
d. Log books
7. They are often cumbersome to move, and difficult to set up. Lots of
injuries have resulted from moving and setting up these items.
a. In-room meetings
b. Elderly people
c. Portable beds and cots
d. Log books
10. Is not concerned who handles their request. Their concern is that it
is simply handled in a satisfactory and timely manner.
a. Request for information
b. Elderly people
c. Guest
d. Log books
ANSWER KEY 1.2
A. Multiple choice:
1. b
2. c
3. a
4. b
5. a
6. d
7. c
8. a
9. c
10. c
Information Sheet 1.3
Provide advice to guests
Learning Objectives:
After reading the information sheet, the trainee must be able to:
Performance Criteria
Introduction
Many guests will have direct requests and are clear as to what
housekeeping can provide.
For some guests however this may be the first time in a hotel and are unsure
what is available for use in the room.
It is your role to provide assistance and information that may be suitable to
their needs. At times the guest may not directly tell you their need so be aware
of signs that may indicate their requirements.
Items or services that may be required
The guest may require any of the following directly related to the
housekeeping department:
Additional equipment in their room
Fold-away bed – usually stored in the housekeeping department, this bed is
portable and already made up
Additional bedding
Extra blankets – where these are requested it is a good idea to advise the
guest that an extra blanket is provided in the wardrobe just in case they don’t
know this
Extra pillows – as above
Extra towels
Hand towels
Face
washers
Bath towels
Floor mats
Improvement in the servicing of room
Room to be re-vacuumed
Area to be re-cleaned
Bed to be remade
Items in compendium
Extra stationery – determine what is needed and how many
Bathroom supplies
Extra shampoo
Extra soap
Extra shower caps
Items for beverage making
Extra tea, coffee, sugar and milk sachets
Extra crockery or cutlery
Repair or removal of broken
equipment Electrical water jug / kettle
Hair dryer
Toaster
Iron and ironing board
Light bulb changed
Air conditioning/heating system fixed
Instructions on how to work
equipment
Instructions on how to work entertainment equipment
Instructions on how to work heating system
It is quite common for guests to ask you questions whilst you are in the
room handling a separate request. As you are face to face with the guest, they
may use this opportunity to ask you questions relating to the products and
services provided in the hotel.
As the „face of the business‟ it is your role to:
Provide information directly
Arrange for someone more suitable to come in person to provide
information Follow up a request including dinner reservations
Arrange copies of information sought including maps, brochures, menus or
contact information.
For most guests, they are new to the hotel and as a professional staff member
you should be equipped to provide guests with advice, information or
suggestions to help make their stay more enjoyable.
B. Advise guests on the use of items delivered to guest room, if required
Introduction
From time-to-time you will be required to help guests use items delivered to or
already in their room.
This may be because guests have had no experience with this sort of item or
because they have no experience with the type or model of equipment in the
room.
It should be remembered that in most situations the guest is likely to feel
embarrassed at having to ask for help so this must be taken into account when
providing advice and assistance.
The prime requirement is that you, yourself, can operate the equipment
effectively.
It is imperative that you make sure that you find out how to operate all the in-
room items where you work and you have to know all the features of very piece
of equipment.
In addition to this operational knowledge, important aspects of providing
advice are:
Explain the functions and operations of all aspects of the item that the guest
wants to know about – including what all the switches, knobs do. Note that it
may not be necessary to explain all aspects of the item. Just focus on what the
guests want to
know about or be able to do
Make sure all health and safety requirements are covered – remember the
property has a duty of care to all its guests
Use clear terminology, simple words – stay away from jargon
Use some simple questions to test their understanding of
what you have explained to them.
Many guests will not be familiar with equipment in the room as:
They are not the same as they use at home
They may be more technologically advanced
They may be connected to a in-room system – for example the lighting
system may be controlled by a master panel
It is in a different language.
Regardless of why they may not be familiar with items, it is important they we
are able to communicate instructions in a manner which they can understand.
A very good way of doing this is through instruction sheets which are in
different languages or use symbols and pictures to explain how they are used.
Introduction
As an effective and interested staff member it is wise to ensure that the guest is
competent in the operations of items they want to use before you leave the
room. However, you may find that guests may want to practice without you
watching, as they may be embarrassed. Use your judgement when determining
how much demonstration and instruction they require.
Introduction
Items
There are many items that are either located in the room or available to
be sent to the room. Some of these items may be:
Technologically advanced - such as computers, data projectors and internet
access
Mechanically advanced – such as televisions, fridges and air conditioners.
Services
Likewise, staff members will have a basic understanding of all the items
and services provided in the hotel but will not be able to provide detailed
descriptions.
In addition, many guests will require information on events or activities in the
local community which the staff member cannot fully describe in detail.
2. Where these are requested it is a good idea to advise the guest that an extra
blanket is provided in the wardrobe just in case they don’t know this
3. Items such as computers, data projectors and internet access
4. Items such as televisions, fridges and air conditioners.
II. Enumerate the following:
1. Keys to providing advice (4)
I. Identification:
1. Fold-away bed
2. Extra blankets
3. Technologically advanced
4. Mechanically advanced
II. Enumeration:
Learning Objectives:
After reading the information sheet, the trainee must be able to:
Performance Criteria
There may be times when you will come across equipment that is malfunctioning – either not
working as intended, making too much noise, is unsafe, is damaged or not working at all.
All such equipment must be immediately tagged as „Out of Order‟ and, where possible and safe to do
so, the item should be removed from the guest’s room and logged at the housekeeping department as
being in need of repair.
Where possible, a replacement item must be placed into the guest room so that required house service
levels are maintained, and guest expectations continue to be met.
Replacement items may come from storage or from a vacant room, in the immediate short term.
Sometimes a new item may be purchased as the replacement.
Reporting malfunctions
You must do your best to immediately replace the item in the guest room by seeking a
replacement from the housekeeping department, storage or substituting one from a vacant room.
Where the item is of such importance such as the fridge, the TV, the air conditioner or stove (in a
kitchenette situation) front office must be notified so they take the room off the board and not sell it.
If the room is occupied and a major piece of equipment is malfunctioning and can’t be repaired or
replaced immediately, the guest will have to be re-roomed (room change) to another room.
It is housekeeping staff who will have to move the guest’s luggage and belongings in such as cases, and
set up those belongings in the new room.
Verbally – face-to-face or over the phone with the Floor Housekeeper, Maintenance Department or
the Executive Housekeeper
Completing a relevant in-house report form – these are pro forma documents that detail the item of
equipment, the room number the item came form, the problem that was identified, name of the person
reporting it, date.
Where establishments have their own in-house maintenance department it will be the Executive
Housekeeper’s responsibility to contact them for repairs or to make a judgement call about replacement
rather than repair. It is the Executive Housekeeper’s responsibility because the expenses will be
charged against the Rooms Division.
Introduction
Accommodation establishments are the setting for many illegal activities and all room
attendants must be alert for signs this is happening or may take place.
The role of housekeeping is this regard is only to „report‟ – it is not to intervene, take action or put
themselves in harm’s way.
Members of the public can target floors and rooms with a view to breaking and entering. If the thief has
watched their target leave the property to go on a three-hour tour they know the target’s room will be
‟safe‟ for that period and it is a relatively easy target.
Other guests will use their room for illegal activities that they do not want to undertake at home.
Is the activity illegal or immoral?
Individual establishments can have different approaches this.
Most properties are not prepared to allow illegal activity and also frown on immoral activity.
Some turn a blind eye to immoral activities deeming that what guests do in the privacy of their own
room is their business.
You need to speak to your supervisor to determine what applies where you work and accept the
position taken by the establishment. If you ever have any concerns about differentiating between
„illegal‟ and „immoral‟ seek guidance on the distinctions form your supervisor and be guided by them
and their experience.
Taking action
If you notice an item that looks unusual or suspicious, or see an occurrence that is suspicious,
appropriate action should be taken immediately.
The appropriate action may be spelled out in the standard Emergency Procedures for your venue.
The action may be to:
Advise the floor supervisor, the Floor Housekeeper or the Executive Housekeeper Contact venue
security.
Always adhere to workplace policies and procedures when dealing with such matters, as they are
potentially dangerous and serious.
An unusual item or situation may include:
A weapon found in a room – whether the room is a stay room or a departed room Drugs – or
packages thought to contain drugs
Explosives
Evidence of drug taking in a room – including the presence of drug paraphernalia.
If you see or hear anything that is suspicious, unusual or appears illegal you should: Not say anything to
the persons involved
Try not to alert them to the fact you have noticed something suspicious, unusual etc.
Try to remember as much detail as possible – write down notes when safe to do so
Alert the relevant person as soon as possible in such a way that others (those involved and
other guests) cannot hear what is being said.
It is rare for you to have the authority to call police so you should refrain from doing this in all but the
most extreme cases of actual or imminent danger.
C. Participate in planning to enhance service delivery
standards and equipment purchase
Introduction
As the staff member working in the environment where the guest resides and being the contact
point for the guest, your input, suggestions and input is invaluable in ensuring that the services and
products provided not only meet the expectations of the guest, but actually exceeds them.
This requires detailed planning of both services and products. Without either of these the guest
experience is certainly compromised.
Planning services
Improving staff knowledge, skills and attitudes
Services are commonly referred to as the output of staff resulting from their current knowledge, skills
and attitudes.
Therefore to improve the service provided, management must plan to improve each staff member’s:
Knowledge
Skills
Attitudes.
Staff are always keen to learn and improve and management should strive to find out from staff what
they would like to learn to enable them to provide better service.
This training may come in the form of: Workshops
Mentoring programs.
Staff have a good understanding of what they consider important to know and this must be
communicated and understood by management.
Range of services
Planning equipment
Whilst each operation will have their own budgets with expense items allocated to different
departments, the following are examples of purchases that housekeeping may be required to make:
It is same to assume that in most hospitality organisations the majority of space in a hotel is allocated to
guest rooms. The capital investment to establish and maintain these rooms conservatively start at
USD10,000 a room. This is easy to see given that each room requires a large array of:
Equipment
Once the guest rooms and other public areas has been set up they must be maintained in a operational
and clean state. Therefore housekeeping needs to purchase:
Equipment – housekeeping cleaning equipment including vacuum cleaners, waxing machines, trolleys
Chemicals – including all cleaning products and items used to clean including cloths, rags, mops.
Therefore this section has shown the importance of planning, especially in a department as far reaching
as housekeeping, is vital to ensure the guest enjoys their stay in the manner that was not only intended,
but also expected.
I. Matching type:
S
e Liaise with other departments
l
f
-
c
h
e
c
k
1
.
4
1. including all cleaning products a. Furnishings
and items used to clean
including cloths, rags, mops.
2. housekeeping cleaning b. Malfunctioning
equipment including vacuum
cleaners, waxing machines, trolleys
3. lights, electricals, air conditioners. c. fittings
4.bedding, tables, couches, d. Equipment
kitchens, televisions, carpets,
chairs e. Clothing
5. face-to-face or over the phone with
the Floor Housekeeper, Maintenance
Department or the Executive
Housekeeper f. Chemicals
6. uniforms and protective clothing g. verbally
7. lamps, mirrors, cabinets h. services
8. are commonly referred to as
the output of staff resulting from
their current knowledge, skills
and attitudes. i. in-house report form
9. – these are pro forma documents
that detail the item of equipment,
the room number the item came
form, the problem that was
identified, name of the person
reporting it, date.
I. Matching type
1. f. Chemicals
2. d. Equipment
3. c. fittings
4. a. Furnishings
5. g. verbally
6. e. Clothing
7. j. fixtures
8. h. services