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Types of Accommodation
Any property that offers in-house accommodation has its own housekeeping
department.
Housekeeping departments operate within:
Hotels, motels, and clubs
Resorts, chattels, and hostels
Passenger ships and trains
Serviced apartments
The role of the laundry attendant is to issue uniforms and linen to staff
according to systems and procedures laid down by the hotel management. Also takes
inventory and control movement of soiled, damaged and fresh linen and uniforms.
DUTIES AND RESPONSIBILITIES:
Make up room
Clean-up after in-room party or entertainment
A special room service where they have spilled something on the floor
C) Repairs
Repair or removal of broken equipment
Instructions to enable them to work equipment
D) Lost and found
E) Handling complaints
Noisy people in the room next doors
Poor view from the balcony
Noisy pigeons outside the room which stop guests getting to sleep
Noisy elevators near the room
Lack of facilities in the room
Quality of facilities that is below guest expectations
Adjustment of room temperature
Advertising that has created expectations that are not being met
Types of Staff Request
A) Repairs
Cleaning duties of each item such as furniture, carpets, equipment, windows,
floor, and bench surfaces
Cleaning of in-house facilities including public areas, change rooms, and offices
Emergency cleaning unexpected cleaning requests
Cleaning and servicing of staff changing rooms
B) Staff Uniforms
Order and supply of staff uniforms
Providing laundry service countless properties operate their own laundry
service while others use the services of an outside commercial laundry. Most of
the staff uniform is cleaned through the housekeeping department
C) Provision of Supplies
Cleaning products, rags, and equipment
Chemical
Clean linen for F&B departments
Towels for gymnasiums
D) Security
Check rooms and floors for safety concerns
Ensure guest room and emergency doors are shut
Close storerooms
Participate in emergency and evacuation procedures
E) Other tasks
Move room service trays from rooms or corridor to appropriate store area
Check mini bars for departing guests
Check actual status of room whether a guest has actually left the room or if it is
occupied
When a guest is making a request, it is important that you write down the following
details:
o Guest name
o Room number
o Specifics of the request type of item or service required, number involved
(where appropriate e.g. 2 glasses)
o Time for delivery to the room that was agreed upon
To clarify details of the request, the key is to repeat back to the guest what it is they
have told you they want. It is always wise to confirm the details to save time, effort,
and guest frustration if the wrong item or service is delivered.
The timeframe for meeting any guest request must be reasonable and achievable.
In providing a request, it is best if the guest agrees that the time given by you is
agreed upon by them. There are times that they place timelines that simply cant be
met. Obtain agreement where possible and where you cant do your best and be as
quick as you can.
Never allow yourself to be forced or intimidated into a timeline that you know cant
be met. It is far better to politely explain the limitation, explaining the reasons why,
where applicable, and re-assuring the guest that you will act as quickly as possible.
There are times that you dont have to have an agreement with the guest about the
timeline of the request delivery. By supplying the timeframe to the guest on your
own, you are showing that the request has been taken seriously and it is giving the
guest an expectation about the service to be provided.
Time delays
A promise to deliver something to a certain room at a certain time may have not
been met.
o An item that was promised to a guest turns out to be unavailable and cannot be
supplied as promised.
o
On some occasions the person receiving the request for housekeeping services may
need to obtain assistance from another staff member to comply with the request.
If you think that you are unable to provide the request on your own, you should
always be prepared to ask help from others. You should also be prepared to help
others when they ask for assistance.
When you receive a request from a guest who appeared to be annoyed, upset, or
affected by drugs / alcohol then you should always obtain help from another staff
Regardless if the request has been forwarded to another person or not for
completion it is important that you ensure that the request is given appropriate
action.
Keep track of what is happening with the request and inform the guest about it.
Once the request has been fulfilled, it is a good idea to check with the guest to
ensure they are satisfied with the outcome.
Once a request is received, you must promptly seek out the item or equipment
requested within the agreed timeframe.
In taking action on a guests request, you will probably just go to your trolley or the
nearest housekeeping store room, grab what is needed and take it to the guest
room. Most request relate to items that the room attendant has easy access to.
If the request is outside your normal work responsibility, you should:
o Record and confirm the request
o Pass the details on to the relevant person for them to action
o Never tell the guest to contact a certain department because the housekeeping
department do not handle such requests.
Passing on requests
When the request fall outside your designated work responsibility, the
appropriate person must be notified and the request passed on.
Pass on all relevant details including the name and room number of the guest. This
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. Make sure to follow through the
agreed timeline with the guest.
Tables and chairs- for meetings or to assist with the provision of room service meals
Internet connection
Television
DVD player
Data projector
Portable bed
Portable cot
To allow the guest to plan their stay in the room; it saves them wondering what is
going to happen in relation to the item.
To prevent the situation where the guest may place the item at the corridor outside
their door, minimizing the chance of damage to the item, or theft.
To clear the guest room from unwanted items that is taking up space.
To allow the asset to be put back into inventory and available for use by another
guest if the need arises.
Relative to agreeing on a time for collection of these short-term (or other) loan
items:
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 book is signed to notify the return.
The log book assists in tracking out assets and making sure all rooms have the
necessary items.
You are not expected to understand the inner workings and components of all
items in the room and therefore will not always be able to demonstrate or explain how to
use it
Services
As staff members, you will have a basic understanding of all the items and
services provided in the hotel but will not be expected to provide detailed descriptions.
In addition, many guests will require information on events and activities in the
local community which you cannot fully describe as a staff member.
Access experts to provide advice
It is important that the most appropriate person is sought to provide further
information and advice when you are not able to describe in detail information that the
guests need.
This must be done in a timely manner. It may involve getting the expert to:
Come and explain or demonstrate to the guest personally or over the phone
Providing explanation to the housekeeping staff member, who will relay the
information to the guest
Providing information in a written format including brochures, maps, user manuals,
or guides.
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.
When the item is of such importance such as the fridge, the television, air
conditioner or stove, front office should be notified so they can take the room off the
board and not sell it.
If the room is occupied and a major piece of equipment is malfunctioning and cant
be repaired or replaced immediately, the guest will have to be re-roomed (room
change) to another room.
It is the housekeeping staff who will have to move the guests luggage and
belongings in such cases, and set up those belongings in the new room.
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 to call the police so you should refrain from doing this in all
but the most extreme cases of actual imminent danger.
Receiving Complaints
There would be circumstances, even with the best intensions, that things can go
wrong and will end with a guest complaint.
Handling complaints
To guarantee that the guest is comfortable during their stay in the establishment
may not only be directed to issues that can be handled quickly but also handle or direct
guest requests relating to:
Noisy people in the room next doors
Poor view from the balcony
Noisy pigeons outside the room which stop guests getting to sleep
Noisy elevators near the room
Lack of facilities in the room
Quality of facilities that is below guest expectations
Adjustment of room temperature
Advertising that has created expectations that are not being met
In handling guest complaints, follow these guidelines:
Remain pleasant at all times, but do not smile when the guest is complaining.
Keeping your composure when a guest is complaining helps you to think clearly on
how to handle and solve the situation. Keep in mind that too much pleasantness,
such as eagerly smiling while he guest is talking, may make the guest more irritated.
It may make the guest think that you are not taking his concern seriously. Remain
pleasant but also appear serious that you are there to solve his complaint.
Listen without interruption
Make sure to listen to the guest intently as to not miss any detail of his complaint.
Take down notes if possible.
Thank the guest for bringing to your attention his complaint
Though it may be a flaw in your service, it is a good thing that a guest has shed light
to any irregularities in your service. Take it as an opportunity to improve the service
given in your establishment.
Resolving Complaints
In resolving guest complaints, follow these guidelines:
Ask the guest how he would like you to resolve the problem
By asking the guest how he would like for the staff to resolve the problem, it ensures
that whatever solution that will be done to fix the problem will be of approval to the
guest.
Take note of the correct procedure and establishment policy on dealing with
customer complaints
Each establishment has their own rules and guidelines on how to handle complaints
from the guests. Make sure that when a guest complains, you are able to uphold and
follow said guidelines at the same time satisfy the guest.
Apologize to the guest for the inconvenience
Always apologize to the guest whenever a service provided was not of their liking. It
shows that you are there to satisfy their needs all throughout their stay.
Assure the guest of your immediate possible assistance
Not taking action in solving the problem may make the guest angrier. Fix the
problem as soon as possible.
Advise your supervisor and get their feedback as to how they feel you have
handled the situation
Asking for your supervisors feedback on how you handled the situation will help you
improve your skills and how you communicate and provide services to the guests.