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    unicore school
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    The document provides instructions for cleaning hotel rooms and handling complaints. It outlines 20 steps for cleaning rooms, including checking for do not disturb signs, cleaning bathrooms, making beds, dusting, and vacuuming. It also lists 7 steps for handling complaints, such as listening to the complaint, recording details, getting facts, discussing solutions, acting quickly, keeping promises, and following up. The document provides guidance for hotel cleaning staff and dealing with customer issues.

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    The document provides instructions for cleaning hotel rooms and handling complaints. It outlines 20 steps for cleaning rooms, including checking for do not disturb signs, cleaning bathrooms, making beds, dusting, and vacuuming. It also lists 7 steps for handling complaints, such as listening to the complaint, recording details, getting facts, discussing solutions, acting quickly, keeping promises, and following up. The document provides guidance for hotel cleaning staff and dealing with customer issues.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    2 views2 pages

    2

    Uploaded by

    unicore school
    The document provides instructions for cleaning hotel rooms and handling complaints. It outlines 20 steps for cleaning rooms, including checking for do not disturb signs, cleaning bathrooms, making beds, dusting, and vacuuming. It also lists 7 steps for handling complaints, such as listening to the complaint, recording details, getting facts, discussing solutions, acting quickly, keeping promises, and following up. The document provides guidance for hotel cleaning staff and dealing with customer issues.

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    © All Rights Reserved
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    of 2

    1.

    I have to check first is D&D sign or not if there is D&D sign it’s mean i am not allowedto knock door
    Entering the door Knock on the door or ring the bell to say hello or greeting

    2. Open the window draperies

    3. Take good look / perhatikan dengan seksama 

    4. Turn off every light and the air conditioner

    5. Clear up / clean up

    6. Checking damages

    7. Gathing soiled linen

    8. Saving steps/ langkah -langkah efektif

    9. Making Bed 

    10. Dusting

    11. Changing guest supplies

    12. Entering the bathroom

    13. Cleaning the bath tub and shower

    14. Cleaning the wash basin

    15. Cleaning toilet bowl & bidet

    16. Completed guest suplies /equipment

    17. Cleaning bath room floor

    18. Cleaning the entrance door

    19 . Cleaning the floor and vacumming the carpet

    20. Last checking

    Chemical

    1. GLASS CLEANER FIX (Pembersih Kaca

    HANDLE COMPLAIN

    STEP 1

    Listen to the complaint


    STEP 2

    Record details of the complaint

    STEP 3

    Get all the facts

    STEP 4

    Discuss options for fixing the problem

    STEP 5

    Act quickly

    STEP 6

    Keep your promises

    STEP 7

    Follow up

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