Provide Housekeeping

Services to Guest
Module 1- Quarter 3

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 Definition of Terms
Chemicals- a product, normally in liquid format, used to clean a surface.

Clean- free from dirt; unsoiled; unstained

Defect- a shortcoming, fault, or imperfection

Disinfectant- any chemical agent used chiefly on inanimate objects to destroy or inhibit the growth of harmful
organisms

Housekeeping- the maintenance of a house or domestic establishment.

Malfunctional- failure to function properly

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 Housekeeping
Department takes pride in keeping the lodging
clean and comfortable, so as to form a ‘Home
absent from home’. The point of all settlement
foundations is to supply their clients with clean,
alluring, comfortable and inviting encompassing
that offer esteem for cash.

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 Importance of Housekeeping
Housekeeping is an operational office in a hotel, which is dependable for cleanliness, support, stylish
upkeep of rooms, open range, back zone and environment. Lodging survives on the deal of room,

nourishment, refreshments and other minor administrations such as the clothing, wellbeing club spa

and so on. The major portion of the hotel’s edge of benefit comes from the room deals, since a room

once made can be sold over and over once more.

Guestrooms are the heart of the inn. The housekeeping office not as it were plans clean guestroom on

a convenient premise for arriving guest, but moreover cleans and keeps up everything within the inn so

that the property is as new and appealing as the day it opened for commerce.
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 Role of Housekeeping Department
➢ To accomplish the most extreme conceivable productivity in guaranteeing the care and consolation of visitors
and within the smooth running of the department

➢ To build up an inviting climate and guarantee respectful, solid benefit from all staff of the department.

➢ To guarantee a tall standard of cleanliness and common upkeep in all regions for which the office is responsible.

➢ To give cloth in rooms, eateries, dinner corridor, conference settings, wellbeing cl

➢ To donate uniforms for all the staff and keep up palatable inventories for the same.

➢ To cater to the washing necessities of the lodging cloth, staff uniforms and visitors’ clothing.

➢ To Give and keep up the flower enrichments and keep up the arranged regions of the hotel.

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 Role of Housekeeping Department
➢ To facilitate redesign and refurnishing of the property as and when, in meeting with the
administration and with insides designers.

➢ To bargain with misplaced and found articles.

➢ To guarantee preparing, control and supervision of all staff connected to the department.

➢ To set up a great working relationship with other department.

➢ To guarantee that security and security controls are made known to all staff of the
department.

➢ To give uniforms for all the staff and keep up satisfactory inventories for the same. 6
 Hotel Rules and Regulations
Hotel rules / House rules are administration approach or understandings
between the guest and the hotel. More often than not, these arrangements
are said on the guest enlistment card which is marked by the guest at the
time of check-in. In Addition to this, a duplicate of rules and control is
additionally kept in all visitor rooms for visitor to examined and understand
the administration arrangements. This could moreover incorporate the nearby
government arrangements which got to be taken after by the guest.
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 Hotel Rules and Management Policies
In order to create your stay as wonderful as conceivable, the Management requests your
participation in watching the taking after as an agreement between the guest and the
management beneath which rooms are allowed to be utilized by the guest(s). At all be
dependable for any misfortune / or harm to the Guest's belongings or any other property
from either the hotel room or the locker or any other portion of the hotel for any cause at
all counting burglary of pilferage to stopping, early check-in or late check-out, room
bundles, in-room services such as a bottled of wine, updated Wi-Fi and indeed cross-
selling openings such as breakfast every day or spa services.
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Housekeeping is a vital range in any convenience property. Most individuals see housekeeping
as basically „cleaning guest rooms‟ but from an operational point of view there's a part more to
housekeeping than fair that. The part of housekeeping is to guarantee the consolation and
security of guests while they are remaining at a neighborliness organization. This can be the
guest’s 'home absent from home'. It is fundamental that that a guest is able to appreciate their
room within the same way and with the same ease as they would appreciate in their claim
house. The point of housekeeping is to endeavor to empower visitors to get to things as
effortlessly as in their own home. Justifiably a convenience room is significantly smaller in
measure than the customer's ordinary home and thus things that they may require might not be
in quick get to. Housekeeping is a critical zone in any settlement property.
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 Types of Guest Request
➢ Additional gear in their room – since they have needs amid their remain that are not suited
by the typical in-room things

➢ Valet or laundry service – common among long remain visitors

➢ Additional bedding – where the existing bedding is unacceptable, awkward or inadequately

➢ Extra tea, coffee, sugar and drain sachets – a common ask where the visitors spend a part
of time in their room

➢ Extra crockery or cutlery – where the room highlights a kitchen or kitchenette usually too a
common ask particularly where visitors need to engage in their rooms
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 Types of Guest Request
➢ Vases – for blossoms that have been conveyed to them

➢ Replacement things such as hair dryers, toasters, irons and electric containers to supplant things
that are not working

➢ Extra washroom visitor supplies – another common ask for long-term guests: guests with long hair
frequently inquire for additional cleanser and conditioner

➢ Additional things in abstract – such as letterhead paper, envelopes, postcards, pens, note paper

➢ Additional towels – to suit additional showers or showers taken by the visitors: where the property
includes a swimming pool usually a common ask

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 Servicing Of Rooms
1. Rectification cleaning - guests may request an advancement within the
overhauling of room. They require housekeeping staff to supply medicinal benefit to
the room when the initial room benefit is regarded by the guest to be sub-standard

➢ Clean-up after an in-room party or excitement

➢ An extraordinary room benefit where they have spilled something on the floor.

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 Servicing Of Rooms
2. Lost and found

Guests may too contact housekeeping when making a Misplaced and Found
inquiry. They may have found anything in a room they have fair been roomed in or they
may contact housekeeping after they have withdrawn to investigate almost something
they have misplaced. Housekeeping is regularly the office that works the Misplaced
and Found office for a scene since most misplaced and found things come from guest
rooms.

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 Servicing Of Rooms
3. Handling guest complaints

Remain charming at all times, but don't smile when the guest is complaining

 Listen without interruption

Know the right method and the foundation approach on managing with customer complaints

Ask the guest how they would like you to resolve the issue

Focus on the issue and don’t take the complaint individual

 Apologize to the visitor for any burden

Advise your supervisor and get their input as to how they feel you taken care of the circumstance.
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 Servicing Of Rooms
4. Use guest name are possible

When managing with a guest request, the room attendant ought to recognize the
guest by addressing them by their title, on the off chance that suitable and conceivable.
It is said that an individual likes nothing superior than to listen the sound of their
possess title. Utilizing the guest’s name is an excellent way of personalizing the service
and showing that the individual guest is esteemed. Make beyond any doubt in any case
simply take after any house approaches that might apply to utilize of guest’s names.

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 Record housekeeping requests according to enterprise
requirements
Confirming what is needed

The key to usually repeating back to the guest what it is they have told you they need, utilizing your
foundation information to clarify any regions that are not clear. For example, on the off chance that a
visitor phones and says they need more towels, you would like to decide what estimate towels they
need. In case the guest tells you they have spilled something in their room and need it cleaned up, you
ought to inquire the nature of the spill (what was spilled, what it was spilled on, and how huge the spill
is) so you'll be able get ready for what is required. Sometimes the guest will inquire questions almost
what is accessible to suit their need, so you would like to reply precisely and truly to these questions. It
is vital that honesty is utilized so merely dodge making wrong desires within the intellect of the guests.
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 Record housekeeping requests according to enterprise
requirements

Noticing subtle elements of what is required

➢ Guest name

➢ Room number

➢ Specifics of the request – type of item or service required, number

involved (where appropriate – “6 wine glasses‟)

➢ Time for delivery to the room that was agreed to. 17

 Stocking and Cleaning of Housekeeping Trolley
1. Clean and dust shelves and containers before placing the guestroom supplies inside
the trolley

2. Check for threads and/or hair follicles that might twirled around the wheels of the trolley.

3. Check the rubber bumper if they are worn out.

4. Check the screws or any sharp edges that could catch your clothing or create cuts on
your skin.

5. Request for guestroom supplies like linen amenities, cleaning chemicals and cleaning
tools from your supervisor. 18
 Stocking and Cleaning of Housekeeping Trolley
6. Stock the trolley with the requested supplies according to allocated par stock or according to the
number of guests.

7. Label all the chemical sprayers to avoid mixing it with other chemicals.

8. Stock the trolley by putting all the guestroom amenities on the top shelves.

9. Place the folded bed sheets and towels in the second shelf of the cart.

10.Put all the chemicals at the lower level of the shelves including the tools like scouring pads, rags,
spatula, etc.

11.Place the vacuum cleaner and other equipment in the other side of the trolley. 12.Clean the soiled
linen canvas and put plastic under liner on the trash. 19
 Activity No 1.
I. Choose the letter of the correct answer. Write your answers in ½ sheet of yellow paper (lengthwise).
1. It takes pride in keeping the lodging clean and comfortable, so as to form a ‘Home absent from home’. (a. Housekeeping b. Housekeeping
Department)
2. The maintenance of a house or domestic establishment. (a. Housekeeping b. Housekeeping Department)
3. A shortcoming, fault, or imperfection. (a. Defect, b. Disinfectant)
4. Any chemical agent used chiefly on inanimate objects to destroy or inhibit the growth of harmful organisms.
(a. Defect, b. Disinfectant)
5. These are administration approach or understandings between the guest and the hotel.
(a. Hotel Rules b. Hotel Management)
II. True or False
5. Housekeeping staff is the heart of hotels
6. Remain charming at all times, but don't smile when the guest is complaining
7. Apologize to the visitor for any burden
8. Lodging survives on the deal of room, nourishment, refreshments and other minor administrations such as the clothing, wellbeing club spa and so
on.
9. One of the role of housekeeping is to guarantee that security and security controls are made known to all staff of the department. .20
 Performance Task no. 1
Uniform for Performance Task:
Girls:
White Long sleeves
Black Miniskirt/ black pants
Stocking (Black or Brown)
Black Leather Shoes
Blazer (optional)
Hair should be neatly tied/bundled
Boys:
White Long Sleeves
Black pants
Black Leather Shoes
Blazer ( Optional)
Men must have short well-combed hair which doesn’t extend below the collar or over the ears. If long hair it should be neatly tied or
bundled. .21
 Performance Task no. 1
Try this with your family member… Take a photo and video…
Procedure in delivering guest services in housekeeping
a. Double check the room number if it is correct.
b. knocks the door 3 times
Ex. Knock, housekeeping, Knock, housekeeping, Knock housekeeping
c. Wait till the guest opens the door.
d. Greet the guest by name according to your room list.
Ex: Good morning Mr. Brown. Here is the extra towel that you have requested.
e. After delivering the service to the guest ask him/her if there is anything more he/she needs. Leave and close the
door quietly.
Ex. Mr. Brown is there anything you need more?
f. If the guest does not need anything
Ex: May I go now? Thank you
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