Housekeeping NC II

Housekeeping NC II qualification consists of competencies that a person must

achieve to prepare guest rooms, clean public areas and equipment, provide house-
keeping services, provide valet services, handle intoxicated guest, and laundry linen
and guest clothes to a range of accommodation services.

To attain the National Qualification of Housekeeping NC II, the candidate may apply
for assessment in any accredited Assessment Centers, and must demonstrate com-
petence in all units/clusters of core units of the Qualification.

A person who has achieved this qualification is competent to be employed as a Junior

Cleaner, Assistant Cleaner, Assistant Public Area Cleaner, Cleaner, Public Area
Cleaner, Attendant, Room/Cabin Attendant/Room Maid, Laundry At-
tendant, Housekeeping Attendant and Butler.
Unit 1: The Housekeeping Department
Lesson 1: The Housekeeping Department
Session Objectives
In this lesson, you will be able to:

 Identify the different types of accommodations

 Differentiate the types of accommodation
 Lesson 1: The Housekeeping Department
 Introduction
The lodging industry refers to all types of home-away-from- home. Almost everyone who travels is in
need of a clean, safe and comfortable place to rest or sleep, food service, an area of socializing and
meeting other people and access to stores and shops.

Types of Accommodation
Housekeeping departments operate within:

Hotels, motels, and clubs

Resorts, chattels, and hostels
Passenger ships and trains
Serviced apartments
Lesson 2: Housekeeping Staff and Their Duties and Responsibilities
Session Objectives
 Identify the staff of the housekeeping department
 Differentiate the responsibilities of each staff of the housekeeping department
 Demonstrate the different tasks assigned to each staff of the housekeeping department

Introduction
Housekeeping is an important area in any accommodation property. The role of housekeeping is to en-
sure the comfort and safety of guests while they are staying at a hospitality organization. To take on this
responsibility, each staff of the housekeeping department is given his own area to take care in running
the accommodation or establishment
Lesson 2: Housekeeping Staff and Their Duties and Responsibilities
Valet Runner: Valet Service
POSITION SUMMARY:
The valet runner offers valet services under the housekeeping department. He ensures that all the guest’s needs are
met, including unpacking and packing clothes, cleaning and polishing shoes, etc. He can also be asked to run errands
for the guests.

DUTIES AND RESPONSIBILITIES:

Services can include, but are not limited to:
Professionally and confidentially communicating
Perform unpacking /packing guest luggage
Cleaning and polishing shoes
Check guest laundry and dry cleaning needs
Repairing of clothes and other guest belongings
Organizing guest activities and needs such as secretarial duties, restaurant bookings, car hire, tours, specified purchases of gifts or oth-
er items
Provision of concierge function such as;
Recommendations for dining and shopping
Suggestions for transport and sight-seeing
Options for tourism and leisure activities
Acquisition of personal services
Making, altering or confirming travel arrangements.
Lesson 2: Housekeeping Staff and Their Duties and Responsibilities
Laundry Attendant: Laundry Linen and Guest Clothes
POSITION SUMMARY:
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:

 Issue linens and uniforms
 Check and count laundry items
 Sort laundry items for washing,pressing or dry cleaning
 Tag laundry items
 Check laundry items for stains and/or damage
 Perform necessary repairs
 Perform appropriate laundering process
 Perform correct packaging of laundered items
 Arrange the charging of the guest account and produce any necessary records.
Lesson 2: Housekeeping Staff and Their Duties and Responsibilities
Public Area Attendant: Clean Premises, Facilities and Equipment
POSITION SUMMARY:
The public area attendant keeps all lobbies and public facilities (such as lobby restrooms, telephone area, the front desk, and offices) in
a neat and clean condition.

DUTIES AND RESPONSIBILITIES:

 Cleans rooms, hallways and restrooms.
 Cleans and maintains restaurants and banquet halls.
 Sweeps carpets.
 Empties ashtrays and urns.
 Polishes furniture and fixtures.
 Vacuums and polishes elevators.
 Keeps the front of the hotel free from trash.
 Cleans rugs, carpets and upholstered furniture using a vacuum cleaner , broom and shampoo machine.
 Washes walls and ceilings, moves and arranges furniture, and fixtures.
 Sweeps, mops, scrubs, waxes, and polishes floors.
 Dusts and polishes metal work.
 Maintains housekeeping carts.
 Removes trash collected by room attendants.
 Upkeeps responsibly all the equipment which he is using i.e., vacuum cleaner, trolleys, scrubbing machine.
 Maintains a time schedule for cleaning of his areas.
 Performs spring cleaning of his area as per the schedule given to them.
 Enters into offices with appropriate authority for maintenance or other activities like pest control, shampooing of
carpet etc.
Lesson 2: Housekeeping Staff and Their Duties and Responsibilities
Room Attendant: Clean and Prepare Rooms for Incoming Guests
POSITION SUMMARY:
The room attendant performs routine duties in cleaning and servicing of guest rooms and baths

DUTIES AND RESPONSIBILITIES:

 Clean and store cleaning equipment properly
 Clean room according to operational standards
 Check operational readiness of all items
 Replinish guest supplies and room equipment
 Report room defects and damaged items
 Report suspicious items and situations
 Handle lost and found items
 Provide turn- down service
Unit 2: Handling Housekeeping Requests
Lesson 1: Accept Housekeeping Requests

Session Objectives

In this lesson, you will be able to:

 Identify the different types of guest requests

 Infer the important information in receiving a request
 Demonstrate the proper way of receiving a request
 Record the guest request

Introduction
Given that the housekeeping staff are usually very busy trying to achieve the tasks set for them by the
Executive Housekeeper on a daily basis, they must still ensure they handle any requests from in-room
guests in addition to their allocated work load, and to do so in a polite and friendly manner, in accord-
ance with relevant house policies and procedures.
Lesson 1: Accept Housekeeping Requests
Accept Housekeeping Requests
Types of Guest Requests :

A) Need for item sent to the room

 Additional equipment in their room
 Valet or laundry service
 Additional bedding / Extra Bed
 Extra tea, coffee, sugar, and milk sachets
 Extra crockery or cutlery
 Vases
 Replacement items such as hair dryers, irons, and electric jugs to replace the items that are not working
 Extra bathroom guest supplies<
 Additional items in compendium
 Additional towels
 Extra hangers for clothes, extra pillows, extra blankets
 A power conversion board
 Ice and ice buckets
 Flat iron and ironing board
 Room Service for breakfast / dinner
 Adjustment to room temperature
 Tuning in of television to favorite channel
 Other coordination requests
Lesson 1: Accept Housekeeping Requests
Accept Housekeeping Requests
B) Servicing of room
 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
Lesson 1: Accept Housekeeping Requests
Accept Housekeeping Requests
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
Lesson 1: Accept Housekeeping Requests
Accept Housekeeping Requests
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
Lesson 1: Accept Housekeeping Requests
Advise on Time for Provision/Delivery
 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 can’t be met. Obtain agreement where possible and where you can’t do your best and be as quick as
you can.
 Never allow yourself to be forced or intimidated into a timeline that you know can’t 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 don’t 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 ex-
pectation about the service to be provided.

Time delays
 Examples of breakdown in providing housekeeping services to rooms
 Sub-standard servicing of the guest room when the room was prepared
 A previous promise to deliver a service may not have been fulfilled
 The room attendant failed to notify the Floor Housekeeper as to a room with a ‘Do Not Disturb’ sign at the end
of the shift thus the room had not been serviced.
 A promise to deliver something to a certain room at a certain time may have not been met.
 An item that was promised to a guest turns out to be unavailable and cannot be supplied as promised
Unit 2: Handling Housekeeping Requests
Lesson 2: Provide Housekeeping Requests

Session Objectives

In this lesson, you will be able to:

 Distinguish how to provide housekeeping requests depending on the situation

 Identify requests that can be done within the department or with other departments
 Demonstrate the proper way of providing housekeeping requests


Introduction
In providing housekeeping requests, most of the time these tasks can be performed by yourself or within
the housekeeping department but in some cases in order to respond to a guest request it requires the
involvement of other people or departments. A guest is not concerned who handles his request but
simply wants his request handled in a satisfactory and timely manner.
Lesson 2: Provide Housekeeping Requests
Liaise with Other Staff to Obtain and/ Deliver Identified Service or Items
 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 en-
sure 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
Lesson 2: Provide Housekeeping Requests
Liaise with Other Staff to Obtain and/ Deliver Identified Service or Items
 Once a request is received, you must promptly seek out the item or equipment requested within the agreed
timeframe.
 In taking action on a guest’s 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:
 Record and confirm the request
 Record and confirm the request
 Pass the details on to the relevant person for them to action
 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 spe-
cial 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.
Lesson 2: Provide Housekeeping Requests
Locate and Deliver Required Items to Guest Room
 Once a request is received, you must promptly seek out the item or equipment requested within the agreed
timeframe.
 In taking action on a guest’s 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:
 Record and confirm the request
 Record and confirm the request
 Pass the details on to the relevant person for them to action
 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 spe-
cial 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.
Lesson 2: Provide Housekeeping Requests
Set up Equipment in Guest Room
Once in a while the housekeeping department may be asked to help set up items requested by guests. It is important
that these requests are accommodated as quickly as possible because the guests are usually waiting for the item to
be used

Possible items involved in set up

The items that may need setting up could include:
 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

Know the House Rules

 As part of the housekeeping department, it is important that you familiarize yourself with the different types of
equipment that need to be set up. Make sure that you employ the steps to actually set up the equipment in a safe,
secured and fully-operational manner.
 You must follow all of the health and safety regulations imposed by the establishment when moving items about,
especially the heavy items.
 Establishment policies on setting up equipment should be followed.
Lesson 2: Provide Housekeeping Requests
Collecting Items from Guests
In some occasions, the guest will only require an additional piece of equipment for a certain span of time.
When this item is placed in the room, make sure that you ask the guest as to what time you can come back to collect
the item
The main reasons to identify a time for collection of these items are:
 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:
 To The arrangement to pick up should be made as a suggestion only rather than a requirement; the central idea is
to provide service and not to set limitations or ‘tell the guest of what to do’.
 Guests should be encouraged to contact housekeeping and arrange for an 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 should be made with an-
other department to collect the item.
Lesson 2: Provide Housekeeping Requests
Collecting Items from Guests
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.

Key in collecting items

If you are going to be late
 Get someone else to collect and make sure they do it on time.
 Contact the room, apologize and arrange for a revised time.
 Just never be late and always notify the guest.
 If the item you are picking up is heavy, take someone else or a trolley to assist you.

When you arrive to collect the item:

 Knock on the door and announce “Housekeeping”.
 Greet the guest by name
 Apologize, if applicable
 Tell them why you are there – “I’ve come to pick up the ......”
 Ask for permission to enter the room
 Thank the guest for their permission to do so
 Keep your eyes and ears to yourself
 Pick up the item and walk to the door
 Apologize again, if appropriate
 Make arrangements for a replacement item and a time for its delivery, if appropriate
 Thank the guest
 Depart the room
Unit 2: Handling Housekeeping Requests
Lesson 3: Provide Advice to Guests

Session Objectives

In this lesson, you will be able to:

 Identify the importance of providing advice to guests

 Identify the significant information needed in providing advice to guests
 Demonstrate the proper way of providing advice to guests

Introduction
Many guests will have direct requests and are clear as to what housekeeping can provide. But there are
some guests that stay in a hotel for the first time and are not aware as to what are available for use in
the room. It is your role to provide assistance and information that may be suitable for their needs.
Lesson 3: Provide Advice to Guests
Advise Guests on Services and Items Available Through the Housekeeping Depart-
ment
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  Extra shower caps
 Fold-away bed – is portable and already made up bed  Items for beverage making
 Additional bedding  Extra tea, coffee, sugar, and milk sachets
 Extra blankets – when these are requested it is a good idea to  Extra crockery or cutlery
advise the guest that an extra blanket is provided in the ward-  Repair or removal of broken equipment
robe just in case they don’t know this  Electric water jug/kettle
 Extra pillows *  Hair dryer
 Extra towels  Toaster
 Hand towels  Iron and ironing board
 Face washers  Light bulb changed
 Bath towels  Air conditioning/heating system fixed
 Floor mats  Instructions on how to operate an equipment
 Improvement in the servicing of the room  Instructions on how to turn on an entertainment equipment
 Room to be re-vacuumed  Instructions on how to operate a heating system
 Area to be re-cleaned  Instructions on operating the in-room safety deposit box
 Bed to be remade
 Items in compendium
 Extra stationery – determine what is needed and how many
 Bathroom supplies
 Extra shampoo
 Extra soap
Lesson 3: Provide Advice to Guests
Advise Guests on Services and Items Available Through the Housekeeping Depart-
ment
Items or services that may be required
The guest may require any of the following directly related to the housekeeping department:

Advising on hotel services and items

As the ‘front liner’ 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.
Lesson 3: Provide Advice to Guests
Guest is Advised on Use of Items Delivered
Keys to providing advice

In addition to operational knowledge, important aspects of providing advice are to be noted:

 Explain the functions and operations of all aspects of the item that the guest wants to know about – including all the switches and
knobs.
 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 simple questions to test their understanding of what you have explained to them

Instructional sheets in different language

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 an in-room system – for example the lighting system may be controlled by a master panel
 It is in a different language

Regardless of what they are familiar with, it is important that you 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.
Lesson 3: Provide Advice to Guests
Liaise with Other Staff and Department to Provide Support Services
As a housekeeping staff member, you will be required to have a firm basic understanding of the items in the guest room and how they
operate. It is important to remember that your role, first and foremost, is to ensure that the room is clean and tidy.
Items
 Technologically advanced items such as computers, data projectors and internet access
 Mechanically advanced – such as televisions, fridges and air conditioners

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.
Unit 2: Handling Housekeeping Requests
Lesson 4: Liaise with Other Departments

Session Objectives

In this lesson, you will be able to:

 Identify the importance of working with other departments in dealing with guests request
 Identify the needed information for liaising with other departments
 Demonstrate the proper way of handling guests requests in terms of liaising with other departments

Introduction
In most cases, it is the responsibility of the housekeeping department to carry out any guest requests
that they receive. But when the situation arises that you are not able to perform the request, it would
require the involvement of other people or departments.
Lesson 4: Liaise with Other Departments
Report Malfunctions as Required
 You must do your best to immediately replace the item in the guest room by seeking a replacement from the housekeeping depart-
ment, 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 can’t 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 guest’s luggage and belongings in such cases, and set up those belongings in
the new room.

How to report malfunctions

The traditional ways of reporting these equipment problems are:

 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
that the item came from, the problem that was identified, name of the person who reported, 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 about replacement rather than repair, for which, the expenses will be charged
against the Rooms Division.
Lesson 4: Liaise with Other Departments
Advice Management of Dangerous or Suspicious Circumstances
Taking action
If you noticed an item that looks unusual or suspicious, or see an occurrence that is suspicious, appropriate action should b e taken immediately.
The appropriate action may be spelled out in the standard Emergency Procedures for your review.
The action may be to:
 Advice the Floor Supervisor, Floor Housekeeper or the Executive Housekeeper
 Contact the venue security

Always adhere to workplace policies and procedures when dealing with such matters, as they are potentially dangerous and seri ous.
An unusual item or situation may include:
 A package left unattended at the corridor or stairways
 An item that is heavily bloodstained
 A package left in a check-out room
 A weapon found in a room – whether the room is a stay room or a departed room
 A package thought to contain drugs
 Explosives
 Evidence of drug taking in a room – including the presence of drug paraphernalia

Suspicious occurrences of people may include:

 Person behaving nervously or anxiously in a corridor, stairway, near a store room, in the guest laundry, etc.
 Person in an area that they shouldn’t be, such as areas with the signage restricted for ‘Staff Only”
 A person using excessive force against another person
 Loud voices and swearing
 Sounds that indicate damage is being done
 Person seeming to loiter on a floor, along corridors, in public areas
 Person asking you to let them enter into a 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.
Unit 2: Handling Housekeeping Requests
Lesson 5: Handling Complaints

Session Objectives

In this lesson, you will be able to:

 Identify the importance of handling complaints properly

 Identify the different types of complaints
 Demonstrate the proper way of handling complaints

Introduction
Ensuring guest comfort may relate not only to issues that can be handled quickly by housekeeping but
also direct request relating to displeasure with the services and items available in the establishment. In
most cases housekeeping may not be able to rectify these complaints personally, but should ensure the
appropriate person is contacted in a timely manner.
Lesson 5: Handling Complaints
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 han-
dled 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 me

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 com-
plaining helps you to think clearly on how to handle and solve the situation. Keep in mind that too much pleasantness, such as ea-
gerly 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 establish-
ment.
 Focus on the issue and don’t take the complaint personal The complaint is directed towards the service rendered in the hotel
not on your personal character so don’t take it personally and just make ways to resolve the problem to get the job done.
Lesson 5: Handling Complaints
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 supervisor’s
feedback on how you handled the situation will help you improve your skills and how you communicate and provide services to the
guests.