Tmpe1chapter 2 Report 1
Tmpe1chapter 2 Report 1
Tmpe1chapter 2 Report 1
HOUSEKEEPING
DEPARTMENT
WHAT IS HOUSEKEEPING?
Housekeeping is a vital and essential part of the visitor experience and
satisfaction. Other things, which include but are not limited to, security, food and
service, customer service are important but what guests really want is to feel at home
and feel comfortable. Though the staff providing this service do not necessarily
interact directly with the public, the quality of their work is critical in shaping the
guests' pleasant memories of their stay.
“Delivering quality service is not part of our job, it is our job. If it weren't for
guests, we would not have a job in the hospitality industry.”
What is then the solution to overcome these challenges?
The best way to overcome the challenges of quality service is in the
hands of the employees. The staffs must be able to develop proper
discipline and attitude especially in interpersonal communication. Attitude
is defined as the way one person communicate a mood to others. Because
employees do not have control over the needs, expectation, experience and
at the same the attitude of the customers, they must be able to interact with
ease to any kind of people- good or bad, in a way that is still respectable
and is not harmful to the image of the business involved.
Some practices that could help employees in this occupation is to make eye
contact to guests while talking to them, always greet them with a warm and
sincere smile and approach each and every guest with welcomes. Seek out guest
contact, exceed guest expectation, display appropriate body language at all time,
provide immediate service recovery, anticipate guest needs whenever possible,
make them feel comfortable with you, show them that you care about them and
thanks each and every guest. Always bid them with a pleasant farewell.
IMPORTANCE OF HOUSEKEEPING
Housekeeping is very important in the hospitality industry because it establishes
the hotel's reputation for cleanliness and quality. It is vital to have a strong
housekeeping department in the hotel industry for the guests' health, safety and
comfort. The standard plays an important role in the reputation of the hotels.
Reducing waste and reducing the environmental impact of the hotel industry can be
done through housekeeping. The guest satisfaction is its primary object and the
hygiene factor must always be present in the hotel. Thus, these are the reasons why
guest will return to a hotel: cleanliness and appearance, good service, facilities,
convenience or its locations, price/reasonable rates, quiet and private.
KEY TERMS
1. Tum down service: This is a service normally carried out around 6:00 PM when a room
attendant or evening house cleaner enters an occupied room.
2. Out of order (OOO): The room cannot be assigned to the guest for a variety of reasons,
including the need for maintenance, refurbishing and extensive cleaning.
3. Double Locked (DL): The room has been locked so that the guest cannot re-enter until a
hotel official clear he/she.
4. Checked out(CO): The guest has settled his or her account,resumed the room keys and
left the hotel.
5. Occupied (OCC): A guest is currently registered to the room.
6.Complimentary (COMP): The room is occupied but the guest is assessed no charge for its
use.
7.Stay over (SO): The guest is not checking-out today and will remain at least one more
night
8. Vacant dirty (VC): The guest has departed but the room has not yet been cleaned and readied
for resale.
9.Did not checkout (DNCO): The guest arranged to settle his or her account but has left without
informing the front office.
10. Do not disturb (DND): The guest has requested not to be disturbed.
11.Vacant Clean Inspected (VCI):The room has been cleaned and inspected and is ready for an
arriving guest.
12.Blocked (BLO): Reserved for a guest who is expected to arrive within the day.
13.No show (NS): Room is reserved but not used for reservation has been canceled.
14.Make up room (MUR): An occupied guestroom, which needs to be cleaned,including beds to
be made.
THANK YOU FOR
LISTENING EVERYONE!!!
REPORTERS:
BEA J. DIGDIGAN BSHM CSO 3 B
JERICO FLAGA BSHM CSO 3 B
JAN FLOYD VITO
SELWYN CIPE
KEEN BIEN