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Customer Care Training

For
Housekeeping


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5.2.1
EVERYDAY INTERACTION WITH
PEOPLE ADDRESSING THEIR NEEDS,
WANTS AND EXPECTATIONS
REQUIRE SPECIAL SKILLS OF TACT,
DIPLOMACY AND POSITIVE
ATTITUDE, COMBINED WITH
KNOWLEDGE AND FLEXIBILITY.

Caretaking Service
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5.2.2
Why Caretaking is Challenging?
Every situation we face is different

Every Guest is different

Employees have no control over what
attitudes, needs, expectations and
experiences any one guest may bring to
the situation.

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5.2.3
Quality Service
Delivering quality service means creating a memorable
experience for every guest

Understanding and anticipating each guests wants and
needs

Meeting and exceeding every guests expectations

Helping associates fulfill our guests wishes

Delivering quality service is not part of our job - it is
our job. If it werent for guests, we would not have a job
in the hospitality industry
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5.2.4


Professional Appearance

Friendly manner

Courteous disposition

Show concern when required

Flexibility in service delivery
Skills required in a Care Taker Meeting
and Exceeding Guests Expectations
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5.2.5
Five Basics of Service Excellence
Look at me

Smile at me

Talk to me

Listen to me

Thank me

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5.2.6
ATTITUDE - THE KEY TO SUCCESS
Our Attitude towards guests and colleagues
influence our behavior

We can not always show how we feel

Our Attitude reflects the level of our job
satisfaction

It affects every one who comes in contact with
us, either in person or on the telephone.
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5.2.7
ATTITUDE - THE KEY TO SUCCESS
Our Attitude is not fixed. The attitude we
choose to display is up to us.

It is not only reflected by our tone of voice, but
also by the way we stand or sit, facial expression
and other non-verbal ways.

Choose the Right Attitude in the morning
as you will carry it throughout the day!

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5.2.8


Activity : Guest Interaction Cycle
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5.2.9
What are the
Golden Rules
we must follow while entering a
guest room to Service the room
Entering the Guest Room
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5.2.10
Approach the main door of the Room and observe the
sign on the door

If there is a Do not disturb sign on the door
Slip a service card under the door and make note to
return later to check whether the card has been
removed

If there is no sign on the door

Knock on the door three times using your index
finger or ring the doorbell

Announce your self Housekeeping, Wait 15
seconds for reply. If there is no answer knock again
(the standard is to knock thrice before entering a
guest room)

Turn down service
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5.2.11
contd.
If the guest opens the door, say Good Evening Mr./Mrs. X.
I am Ramesh from House keeping. Can I Turn your bed and
change the towels, replenish the amenities
If guest says no ask the guest what time will be convenient to
service the room
Offer additional service if guest is in the room during
turndown:
Run an aromatic bath
Order beverage for the guest
Order early morning beverage

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5.2.12
Brainstorm


Come up with 5 most commonly
encountered situations when you go to a
guest room to service the room
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5.2.13
What would you do when.
A guest enters the room while you are
cleaning

You enter a wrong guest room based on
information received from a fellow
associate and the guest is in the bathroom
and did not hear you knock

You need to make an urgent phone call
from the guest room when the guest is
present
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5.2.14
After cleaning the guest room:-

Inform the guest that the room cleaning is finished

Mr/Mrs/Ms ________ your room has been serviced

Check for the guest satisfaction

Mr/Mrs/Ms _______ Everything is fine and comfortable in the room

Offer assistance in advance

Would you like me to call the restaurant reservation to book a table for
you this evening?
If you are taking down a guest request, please ensure that they revert
back to the guest with the confirmation.

Leave the room quietly without disturbing the guest or making any
noise.

Thank you very much Mr/Mrs/Ms _______ Have a wonderful evening.
Leaving the Guest Room
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5.2.15


Lets practice!!!
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5.2.16