Provide Housekeeping Service to Guests • Servicing Room
Element 1: Receive Housekeeping Request
1.1 – Accept Housekeeping Request from
Guest
• Most people see housekeeping as “cleaning
guest room”
• Housekeeping Role “comfort and safety of
guest”
• This is the guest’s “home away from home”
A hotel cannot provide all the necessary
items a customer may need inside each and
every room for a number of reasons:
o The room size is too small
o It would become cramped for space
o Not all customers need all items
o The capital outlay for a business would
be considerable
o It reduces the chance of damage and
theft
• Housekeeping departments operate
within:
o Hotels, motels and clubs
o Resorts, chalets and hostels
o Passenger ships and trains
o Serviced apartments.
• Types of Guest Requests
o Additional equipment in their room
o Valet or laundry service
o Additional bedding
o Extra tea, coffee, sugar and milk sachets
o Extra crockery or cutlery
o Vases
o Replacement items (hair dryers,
toasters, irons and electric jugs)
o Extra bathroom guest supplies
o Additional items in compendium
o Additional towels
o Extra hangers for clothes, extra pillows,
extra blankets
o A power conversion board
o Ice and ice buckets
o Rectification cleaning
o Clean-up after an in-room party or
entertainment
o A special room service
o Repair or removal of broken equipment
o Instructions to enable them to work
equipment
• Lost and Found
o Valuable
o Non-Valuable
• Handling Complaints
o Attitudinal
o Mechanical
o Unusual
o Long-Queue (?)
• Handling guest requests promptly
The basis for providing excellent levels of
customer service in housekeeping
o Providing excellent service at all times
o Not giving the guests the impression
that serving their needs is a
chore/imposition
o Not rushing service delivery as and
when it is required
o Enquiring “Is there anything else I can
do for you?”
o Finishing service delivery with
appositive statement: “It’s been a
pleasure”
o Providing information to guests
o Assisting guests in public areas
o Smiling
o Handling complaints in a professional
manner.
o Providing a safe and secure
environment for the guests while they
are staying in the establishment
o Respecting the guest’s need for
confidentiality and privacy
o Having excellent product knowledge
about the appliances, items, features in
guest rooms.
 Handling Guest Complaints
o Remain pleasant at all times, but do not
smile when the guest is complaining
o Listen without interruption
o Know the correct procedure and the
establishment policy on dealing with
customer complaints
o Ask the guest how they would like you
to resolve the problem
o Focus on the issue and don’t take the
complaint personal
o Apologize to the guest for any
inconvenience
o Advise your supervisor and get their
feedback as to how they feel you
handled the situation.
 Use Guest name where possible
o Avoid using first names – only use last
names
o Never use nicknames
o Get the pronunciation right
o If you don’t know the guest’s name or
have forgotten it address the guest by
‘Sir’ or ‘Madam’
Most requests from guests for items for
their room come about from:
o A phone call to housekeeping from the
guest
o A face-to-face conversation with the
guest.
1.2 – Accept Housekeeping Request from
Staff
• The department, responsible for property
cleanliness, is frequently called upon by
various departments for assistance.
• Requests from other departments should
be handled professionally and promptly by
the housekeeping staff.
• Collaboration with other departments is
essential to ensure a well-maintained and
functional property.
Types of staff requests:
• Cleaning
o Cleaning duties
o Cleaning of in-house facilities
o Emergency cleaning
o Cleaning and servicing of staff changing
rooms
• Staff Uniforms
o Order and supply of staff uniforms
o Providing laundry service
• Provision of Supplies
o Cleaning products, rags & equipment
o Chemicals
o Clean linen for F&B departments
o Towels for gymnasiums. Security
o Check rooms and floors for safety
concerns
o Ensure guest room and emergency
doors are shut
o Close storerooms
o Participate in emergency and
evacuation procedures. Other tasks
o Move room service trays from rooms or
corridor to appropriate store area
o Check mini bars for departing guests
o Check actual status of a room
1.3 – Record Housekeeping Request
According to Enterprise Requirements
• Confirm what is needed
• Noting details of what is needed
When a guest makes a request simply write
down:
o Guest name
o Room number
o Specifics of the request
o Time for delivery to the room that was
agreed to.
1.4 - Advise on time for provision/delivery
of identified service or items to guest
room
• Keys to agreeing on a timeline
• Sometimes you don’t need agreement
• Time delays
Examples of breakdown in providing
housekeeping services to rooms:
o Sub-standard servicing of the guest
room when the room was prepared
o A previous promise to deliver a service
may not have been fulfilled
o A room displaying a ‘Do Not Disturb’
sign and the room attendant
responsible for that room not notifying
the Floor Housekeeper
o A promise to deliver something to a
room by a certain time may not be able
to be met
o An item that was promised to a guest
turns out to be unavailable and can’t be
supplied as promised.
o Fails to deliver the service that either
we promised
o Fails to deliver the service the guest
expected
o Fails to meet house service delivery
standards.
• Keys to making apologies
The apology should never:
o Blame anyone else
o Discredit the establishment
o Commit the establishment to making
some form of recompense or
compensation.
Element 2: Service housekeeping requests
2.1 - Liaise with other staff to obtain and or
deliver identified service or items
• The need for teamwork
• Safety and security
• Responsibility
2.2 - Locate and deliver required items to
guest room
 “It’s not my job!”
If the request is outside your normal work
responsibility, you should:
o Record and confirm the request
o Pass the details on to the relevant
person for them to action.
o Never, ever tell a guest “You’ll have to
ring the Maintenance department – we
don’t handle replacing light globes” or
“Sorry, Room Service do that – perhaps
if you ring 22 someone there can help
you”.
 Action is the key to responding to a
request.
 Passing on requests
The appropriate person must be notified
and the request passed on important points
when doing this are:
o Pass on all the relevant details including
the name and room number of the
guest is vital.
o Make sure the person you give the
message to understands it.
o Stress any agreed time that have been
given.
 Requests for information
Requests for information can cover:
o Information on the products and
services offered by the establishment
o Use your product knowledge about the
property to answer the questions,
o Availability of services, hours, location
of meals, services and equipment
o How various types of equipment works
 o Requests for information about local
services, attractions, transport,
shopping, entertainment, bars, places
to eat.
2.3 - Set up equipment in guest rooms
 What items might be involved?
The items that may need setting up could
include:
o Table and chairs
o Internet connection
o Television
o DVD player
o Data projector
o Portable bed
o Portable cot.
 In-room meetings
 Elderly people
Elderly people may seek your regular
assistance in:
o Moving heavy items
o Getting items down from high places
o Obtaining things from low places
o Obtaining a wheelchair to access other
facilities in the venue.
 Know the house rules
 Where appropriate, agree on suitable time
to collect equipment
The main reasons to identify a time for
collection for these items are:
o To allow the guest to be able to plan
their stay with us
o To prevent the situation where the
guest may place the item in the corridor
outside their door
o To give the guest space in their room
o To allow the asset to be put back into
inventory and available for use by
another guest if the need arises.
o The arrangement to pick up should be
made as a suggestion rather than a
requirement
o 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
o Where housekeeping staff will be off
duty when the pick-up time arrives,
arrangements need to made with
another department to collect the item.
 Log books
2.4 - Items from guest rooms as required
 Types of items for collection
o Room features including furniture,
appliances or amenities not being used
o Housekeeping items and equipment
that have been left behind
o Towels, face washers and bath mats
that are now dirty and need replacing
o Toilet paper, tissues and other
bathroom and guest supplies that have
run out
o A replacement item
o Items that are no longer needed
o Guest items requiring further action
such as dry cleaning, storage or repair
 Keys in collecting items
o Get someone else to collect it
o Contact the room, apologies and
arranged a revised time.
o Never just be late and fail to notify the
guest.
o If the item you are picking up is heavy
or awkward, take someone else along
or a trolley.
Element 3: Provide advise to guests
3.1 - Advise guests on services and items
available through the housekeeping
department
 Items or services that may be required
 Advising on hotel services and items
o Provide information directly
o Arrange for someone more suitable to
come in person to provide information
o Follow up a request including dinner
reservations
o Arrange copies of information sought
including maps, brochures, menus or
contact information.
3.2 - Advise guests on the use of items
delivered to guest room, if required
 Keys to providing advice
o Explain the functions and operations of
all aspects of the item that the guest
wants to know about
o Make sure all health and safety
requirements are covered
o Use clear terminology, simple words
o Use some simple questions to test their
understanding of what you have
explained to them.
 Instructional sheets in different languages
Many guests will not be familiar with
equipment in the room as:
o They are not the same as they use at
home
o They may be more technologically
advanced
o They may be connected to a in-room
system
o It is in a different language.
3.3 - Demonstrate the use of items
delivered to guest room, if required
 Keys to providing a demonstration When
providing a demonstration:
o Demonstrate the operations and
functions
o Show the guests where the in-room
instructions are
o Take your time
o Give them an opportunity to try things
out while you are there
o Encourage them to contact you again if
they have further problems.
3.4 - Liaise with other staff and
departments to provide supplementary
advice where appropriate
 Items:
o Technologically advanced (computers,
data projectors and internet access)
o Mechanically advanced (televisions,
fridges and air conditioners)
 Services
 Access ‘experts’ to provide advice
o Come and explain or demonstrate to
the guest personally or over the phone
o Providing explanation to the
housekeeping staff member
o Providing information in a written
format
Element 4: Liaise with other departments
4.1 - Report malfunctions as required
 Reporting malfunctions
How might I report these problems?
o Verbally
o Completing a relevant in-house report
form
o 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 call
about replacement rather than repair.
4.2 - Advise management of dangerous or
suspicious circumstances
 Is the activity illegal or immoral?
 Taking action
The action may be to:
o Advise the floor supervisor, the Floor
Housekeeper or the Executive
Housekeeper
o Contact venue security.
An unusual item or situation may include:
o A package left unattended in corridor or
stairwells
o An item that is heavily bloodstained
o A package left in a check-out room
o A weapon found in a room
o Drugs
o Explosives
o Evidence of drug taking in a room
Suspicious occurrences or people may
include:
o Person behaving nervously or anxiously
in a corridor, stairwell, near a store
room, in the guest laundry etc
o Person in an area they shouldn’t be in
o Person using excessive force against
another person
o Loud voices and swearing
o Sounds that indicate damage is being
done
o Person seeming to loiter on a floor,
along corridors, in public areas
o Person asking you to let them into a
room.
If you see or hear anything that is
suspicious, unusual or appears illegal you
should:
o Not say anything to the persons
involved
o Try not to alert them to the fact you
have noticed something suspicious,
unusual etc.
o Try to remember as much detail as
possible
o Alert the relevant person as soon as
possible in such a way that others
cannot hear what is being said.
4.3 - Participate in planning to enhance
service delivery standards and equipment
purchase
 Planning services
Improve the service provided, management
must plan to improve each staff member’s:
o Knowledge
o Skills
o Attitudes
This training may come in the form of:
o Workshops
o Training sessions
o Qualifications and courses
o Buddy system
o Mentoring programs.
 Range of services
o New products associated with the
service
o New equipment associated with the
service
o Staff training to develop required
knowledge, skills and attitudes.
 Planning equipment
 Furnishings, fixtures and fittings
 Equipment
Housekeeping needs to purchase:
o Equipment (vacuum cleaners, waxing
machines, trolleys)
o Clothing (uniforms and protective
clothing)
o Chemicals (including all cleaning
products and items used to clean
including cloths, rags, mops)
EXAM:

ToF: Intro to each Elements

Categorization: Providing Elements of

Housekeeping Request:

 Element 1 Receive Housekeeping Requests

 Element 2: Service housekeeping requests
 Element 3: Provide advise to guests
 Element 4: Liaise with other departments

Categorization: Lost and Found:

 Valuable
 Non-Valuable

Categorization: Costumer Complaint:

 Attitudinal
 Mechanical
 Unusual
 Long Queue (?)

Categorization: Provide Additional

Housekeeping Services, Prepare for Next Shift

Essay:

 How is revenue generation and

competitive advantages maintain public
area?

Be better than your competitors. Having an

amazing business with happy customers that
refer business is the ultimate way to protect
your competitive advantage, but even then,
don't take anything for granted.

 How to conduct guestroom cleaning within

house guest?

When conducting guestroom cleaning with in-

house guests, ensure minimal disruption by
coordinating cleaning times with guests'
schedules, using non-intrusive methods, and
providing alternatives if needed.