Kharisma Larabhakti Mayorette

MDK 6A

Solution

1. Handle complaint properly. Understand what the guest want and match it with the
best solution
2. Cleaning the room in this case is better solution than changing dirty room with dirty
room.
3. Do not try to sell the room if the room are not aligned with the normal standard
4. Strictly applying sop and controlling how the sop is going with the real situation
5. Safety and privacy is precious, security guard and building security must be increase
with no excuse.
6. Strictly inspection guest room by supervisor HK before giving it to the front office.
7. Routine maintenance at every corner especially room for the most spent time guest
facilities.
8. Housekeeper training and selection needed and management work attitude and
environment must be increased.

Response

1. In this case there is no good cooperation between housekeeping front office and
management. It such a shame to knew the guest still upset on the review in trip
advisor, it means front office and management can’t handle the complaint properly. If
the guest upset about cleanliness then they better give a solution to clean the room
rather than changing dirty with another dirty room.
2. It such a shame for management in fact if they get multiple rejection by guest and
complaint about the cleanliness especially ROOM. Other facilities should be cleaned
but if room get so dirty and stink, how can guest get comfortable. Cleanliness and
comfortable is a product of housekeeping.
3. There is no principle that management hold especially about housekeeping product
because they don’t care about guest comfort and all they care just about their profit
and occupancy.