Professional Documents
Culture Documents
Service
Level Housekeeping Service
Guest Interactions
Associate proactively greets guests whenever possible; for example, housekeepers passing
by in the corridor.
Associate is extremely well-spoken, polite and clear, avoiding slang and phrase fragments.
Associate readily smiles and maintains an engaging expression
Associate makes eye contact, and keeps focus on the guest.
Associate exhibits a genuine sense of interest and concern for guest’s satisfaction.
Associate exhibits the ability to anticipate needs; not always requiring prompting by guest.
Associate appears to be extremely well-informed about requirements within their department.
Associate appears to be generally well-informed about entire hotel; or obtains effective and
prompt assistance.
Associate uses the guest’s name as a signal of recognition.
Associate politely closes interactions with final appreciative or anticipatory remarks.
Associates maintains alert posture; no hands in pockets, folded arms; associate avoids
excessive personal chatting amongst themselves; staff does not smoke, drink or eat in guest
view.
Associate ensures that all floors and floor coverings are clean, maintained, and free from
spots, stains, discoloration, or excessive wear and that all non-carpeted floors are dry.
Associate ensures that walls and wall coverings are clean and free of stains, holes, chips,
tears, split seams, or peeling.
Associate ensures that guestroom is free of unpleasant odors including stale smoke
Associate ensures that the closet floors are clean and vacuumed, and shelves are dusted and
in satisfactory repair.
Associate ensures that the closet has property specific quantity of wooden pant hangers and
wooden skirt hangers.
Associate ensures that the closet contain two Laundry Lists and two plastic Laundry Bags
either on hangers or on the shelf.
Associate ensures that the closet contains one luggage rack or the guestroom has one
bench.
Associate ensures that the in-room safe is open for immediate guest usage.
Associate ensures that an Iron & Ironing Board is present with an iron organizer with the iron
being clean and in proper working order and that the ironing board is in good repair and the
surface is clean and free of unsightly appearances.
Associate ensures that the combination AM/FM clock/radio is clean and in proper working
order displaying the correct time and that the alarm are in the “OFF” position.
Associate ensures that the television is clean, properly maintained, and provides perfect
sound and picture reception and has a properly working remote control.
Associate ensures that, if a Refreshment Center is provided, that it has a full, neatly
organized inventory upon guest arrival including a price list. The Refreshment Center’s
interior and exterior are clean and free from dust, mold, mildew, or unsightly appearances.
Glassware should include at least two clean rock glasses and at least two clean wineglasses
and a bottle opener/ corkscrew if wine is included.
Associate ensures that a four-cup coffee maker and the appropriate supplies (minimum of two
mugs, non-dairy creamer, artificial & non-artificial sweetener, stir sticks, regular and
decaffeinated coffee, and napkins) are provided, and are replenished daily.
Associate ensures that the guestroom is equipped with a minimum of one telephone in the
bedroom and one telephone on the desk or other appropriate area which is in working and is
clean and free of any damage and that one set of current telephone books is available in the
guestroom.
Associate ensures that the Guest Directory of Services is placed on the desk or writing
surface, or inside the armoire contains at least three pieces of clean stationery and three
clean envelopes, and that its contents is clean, free of scribble, discoloration, and any other
unsightly or detracting appearances. Associate ensures that stationery and envelopes are
replenished as needed.
Associate ensures that one note pad and pencil or pen is placed next to the desk telephone
and the night stand telephone and is replenished as needed.
Associate ensures that a Guest Comment Card is provided in the guestroom.
Associate ensures that a Welcome Note from the General Manager is placed near the
telephone or inside the Guest Directory.
Associate ensures that all fixtures including lamps, mirrors and pictures is dust free, hang
properly, are clean, and are free of any damage or unsightly appearances
Associate ensures that all furnishings are comfortable, clean, and free of scratches, chips,
dents, holes, or any other damage or unsightly appearances.
Associate ensures that all drawers are clean and pull smoothly.
Associate ensures that dust is not present under or behind furniture.
Associate ensures that sheets, bedspreads, and linens are clean and in good condition, free
of holes, tears, stains, or damage.
Associate ensures that one waste receptacle is provided in the bathroom and one in the
guestroom and that they are clean inside and out.
Associate ensures that windows are clean and free from smudges, spots, and haze inside
and out.
Associate ensures that draperies are clean, attractive, and hooked properly with pull cords
and springs functioning properly.
Turndown Services
Operator answers phone promptly within three rings
Operator provides a warm and sincere greeting, using guest's name
Operator exhibits a sincere desire and compliance to all guest requests
Operator anticipates guest's needs
Operator asks if there are any other ways to be of service
Operator offers a warm and sincere closing
Operator addresses guest by name during closing
Associate folds back or removes bedspread and turns up pillows
Associate straightens bathroom, re-points tissues, and wipes surfaces
Associate replaces used towels
Associate replaces depleted amenities
Associates empties wastebasket and cleans ashtrays
Associates adjusts drapes and guest room lighting
Associate delivers gift amenity such as: goodnight wish, chocolates, etc.
Associate refreshes ice and replaces used glasses
Associate displays evening services such as: robe on bed, laundry, shoeshine, etc.
Associate turns on soft level music to set an appropriate atmosphere.
Associate leaves personalized welcome message for guest
Associate handles guest’s clothing neatly showing care for items.
Associate straightens newspapers and magazine in the room for the guest.
Associate cleans counter, sink, shower and tub.
Associate straightens guest toiletries neatly on a cloth or shelf
General Styles of Service
All associates exhibit a professional vocabulary
Guests are graciously escorted to areas when directions are requested
All associates consistently maintain eye contact with guests
There is evidence that all associates are empowered by management to resolve guest issues
immediately
All associates are appropriately attired; name tags
All associates are enthusiastic and attentive with guests
All associates will use the guest’s name as much as possible if known
“Asking” questions (rather than “Demanding” questions) will be used with guests
All associates will be knowledgeable of the hotel, its services and amenities – always
suggesting its own outlets first to our guests.
All associates demonstrate anticipatory services when interacting with guests
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Associate’s Signature Date
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Supervisor’s Signature Date