 Making-up Room-Is performed while the guests are still
HOUSEKEEPING LANGUAGES
 Housekeeping - is a systematic way of removing dust,
dirt and any foreign matter for the required standard
and aesthetic value.
 Guest- is an individual who is officially registered in the
hotel and has a room assignment.
 MUR – Make-up Room
 DND – Do not Disturb
 DL – Double Lock
 VD – Vacant Dirty
 OOO – Out of Order
 OCC – Occupied
 Rug- Floor Mat
 Rag- Piece of cloth use for wiping
 Connecting Rooms – 2 rooms adjacent to each other
with a door in between
 Suite - the most expensive hotel room almost complete
with amenities and facilities
 OPL- On Premise Laundry
 OSL – Off Site Laundry
 Mini-bar - is a small fridge in a hotel room that is
stocked with assorted refreshment items.
 Key Card – is a programmable plastic card that is used
to open door instead of a door key.
 Valet – Sometimes called as Butler, is an individual who
provides a personalized and specialized service to
guests during their stay in the hotel.
 VIP – Very Important Person
 Pax - Person, passenger, guest
 PPE – Personal Protective Equipment
 Servicing a Room-Is performed for checked-out rooms
where general room cleaning and changing of linens
are done.
 Introduce/present other hotel services to guest
in the hotel premises, like, gym, pool, restaurant or spa.  Request for Replenishment of supplies/request
-Beds are made-up first using the same linens, unless it for extracoffee, hangers, pillows, blankets,
is necessary to change. bathroom supplies, compendium items
-Guests’ clothes are fixed and the usual cleaning is  Power Conversion Board
done.  Ice Bucket with ice
Handling Guests’ Requests/ Noting details on what are
I. PROVIDE HOUSEKEEPING SERVICES TO needed
GUESTs  Guest Name
 Room Number
How to advise on room?  Specifics of the request (type of
 Use appropriate words in advising guest for the correct item/service required
usage of equipment  Time of delivery to the room as agree
 . Report promptly malfunctioned equipment.
 Deliver guest request in full details.
 Demonstrate the pick-up of guest collected items Liaise with other Staff and Departments to Provide Support
within agreed timeframe. Services
 Perform guest handling according to prescribed  Teamwork (to provide items: technologically and
procedure. mechanically advanced/ to provide detailed description
of service, like information of events or activities in the
Handling Guests’ Requests local area)
 Perform guest request in accordance to the  Security and Safety
timeframe agreed.  Responsibility (make sure that request is fulfilled)
 Demonstrate how to say appropriate apologies.  Action is the key to responding to a request (it’s not my
 Deliver the conversation in addressing guest job attitude)
appropriately.  Report malfunction
 Attend to guest request according to prescribed  Listen and respond to guests’ requests or complaints
standards.  Explain room equipment and facilities
 Handle appropriately the procedure in delivering  Explain and handle dry cleaning and laundry requests
guest request  Provide information to guests about hotel services,
facilities and other amenities
Handling Guests’ Requests/ Items to be sent to the rooms  Provide information to guests about local attractions
 Make-up Room/change linens/additional linens and services.
 Additional Equipment (not normal in room set
up)/replacement of items when damaged: iron, How to provide Effective Customer Service?
hair dryer…  1. Make good personal presentation 2. Use
 Flight Bookings appropriately the verbal and non-verbal
communication 3. Demonstrate sensitivity to social and
 cultural differences 4. Greet guest according to  Give feedback (advise supervisor)  Polisher with complete accessories
enterprise standards 5. Always smile  Vacuum Cleaner (dry and wet)
Handling Guests’ Complaints/Common Complaints
 6. Maintain rapport 7. Address promptly the guests  Rag
needs 8. Provide guests with the necessary information  Poor views
Green Cleaning Agents
(property, local area, customs, attractions, transport…)  Noisy guests in the next doors
9. Observe politeness and respect to every dealing with  Noisy elevator  Baking Soda(cleans, deodorizes)
guests 10. Handle complaints professionally  Lack of facilities inside the room  Calamansi/Lemon(removes bacteria)
 Quality of service/facilities that is below guest’s  Vinegar (removes mildew, moulds, odour, coffee or tea
Handling Guests’ Requests/ Servicing a Room expectations stain and wax build-up; cuts grease)
 Rectification Cleaning  Not able to deliver as advertised  Corn Starch(cleans window, carpet, rugs; polishes
 Clean-up after an in-room party  Delayed service (fail to deliver as promised/as furniture)
 Special room service where they have spilled something expected/meet enterprise service standards)  Borax/Sodium Borate(cleans, deodorizes, disinfects,
on the floor softens dirt, cleans wallpaper, cleans painted walls and
Handling Guests’ Requests/ Repairs 2. CLEAN AND PREPARE ROOMS FOR INCOMING floors)
 Repair or removal of broken equipment (lights, TV, DVD GUEST  Dishwashing Soap(cleans all)
Player.) Select and Prepare Cleaning Equipment, Tools and Supplies Cleaning Brands
 Instructions to enable them to operate equipment Required for Servicing a Room
(room cards, heating & cooling control, in-room safe)  Winrox
 Room Supplies  Chlorox
Handling Guests’ Requests/ Lost and Found  Maid’s Caddy and Toilet Caddy  Tuff
Common Practice as set by the enterprise  Housekeeper Trolley  Pledge
 . Secure the item/s  Garbage Bag  Albatross
 Accomplish Lost & Found Form indicating in detail the  Assorted Wiping Cloth (at least 3- wall, furniture and  Glade
description of the items surface)  Scott Brite
 Turn-over the lost and found items to the appropriate  Room Deodorizer  Baygon
staff/section  Bucket
 Provide copies of the Lost & Found Form to the Daily Activities- Prepare for Work
 Squeegee
appropriate section or staff
 Cleaning Brush  C Master Keys
Handling Guests’ Complaints  Air Freshener  Collect Daily Room Allocation Sheets
 Toilet Disinfectant  Stock Housekeeping Trolley
 Be apologetic and stay calm (don’t blame anyone else)  Toilet Deodorizer  Stock and store supplies
 Focus on the issue, do not take it personally  Furniture Polisher  Determine the order of cleaning of rooms
 Acknowledge guest of bringing the matter to your  Leather Cleaner  Identify any special requests
attention
 Glass Cleaner
 Listen carefully and follow through 5. Promise to take
 All-purpose Cleaner
action
 Insecticide
 Bring the matter to the department concerned
 Carpet Sweeper
 Record the incident related to complaints
 Dust Pan
 Make follow-up
 Broom 