Unit I: Provide Housekeeping Services To Guests

LESSON 2: HANDLING
HOUSEKEEPING REQUESTS
LEARNING OBJECTIVES:
At the end of this lesson you are expected to:
◦ Apply appropriate procedures in:

1. Accepting housekeeping requests;

2. Recording housekeeping requests;
3. Advising on time for delivery of service or items;
4. Providing housekeeping requests;
5. Providing advice to guests; and
6. Liaising with other departments.
TOPIC 1: ACCEPTING
HOUSEKEEPING REQUESTS
GUEST REQUESTS
1. Need for an item sent to the room
A guest may request items or services such as:
◦ Additional equipment – for equipment not usually
provided in the guest room
◦ Valet or laundry service – which is quite common
for guests staying long-term
◦ Additional bedding – if the quantity or quality of
bedding provided is not enough for the guest
◦ Additional coffee, tea, and sugar packets – one of
the most common requests, especially when the
guest spends a            lot of time in the room
Cont.
◦ Extra crockery or cutlery – if the room features a kitchen
or kitchenette
◦ Vases – for flowers delivered
◦ Replacement items for defective ones (hairdryers,
toasters, electric jugs)
◦ Extra bathroom supplies (shampoo, soap, conditioner)
◦ Extra stationery items – notepads, envelopes
◦ Extra towels – especially when the establishment has a
swimming pool
◦ Extra hangers – for clothes
◦ Power outlet converter/adaptor – sometimes electronic
devices of foreign guests do not match with the hotel’s
power and socket types
◦ Ice and ice buckets
Cont.
2. Servicing of Room
◦ Re-cleaning of a room – sometimes a guest will
request for a repeat service if they think the initial
service provided is not to their liking
◦ Clean – up after a room party
◦ Special room service in case the guest spilled
something

3. Repairs
◦ Repair or replacement of broken equipment –
remote controls, broken lights
◦ Instructions for in-house equipment – for TV,
DVD, air conditioner, lighting and heating controls
such as the water heater
Cont.

4. Lost and Found

◦ Sometimes guests will contact the
housekeeping department for items they
have found in the room that does not
belong to them or personal items that
they might have left after checking out.
◦ The Housekeeping department is usually
the assigned office in handling Lost and
Found items because these items are
usually found in guest rooms.
REQUESTS FROM STAFF
Some common internal housekeeping requests are:

1. Cleaning
◦ Cleaning of furniture, carpets, windows, floors, and
bench surfaces
◦ Emergency cleaning – for unexpected cleaning
requests
◦ Cleaning of staff changing rooms (or locker rooms)
Cont.
2. Staff Uniforms
◦ Order and supply of staff uniforms
◦ Laundry of staff uniforms
3. Provision of Supplies
◦ Cleaning of linen for Food and Beverage
Department
◦ Towels for the gym
4. Security
◦ Checking of rooms for safety concerns
◦ Checking of the guest room doors and
emergency exits
◦ Participate in emergency evacuation
procedures
Cont.
5. Other Tasks
◦ Move room service trays from room to
appropriate storage area
◦ Checking of mini bars for departing guests
◦ Checking of the actual status of rooms – if
rooms are really occupied or not
Providing Excellent Levels of Customer Service
in Housekeeping

To make guests’ stay more comfortable, housekeeping staff must

have a good relationship with guests. This can be done through:
◦ Good personal presentation – as determined by house
rules regarding uniform and personal hygiene
◦ Greeting guests by their last name if known
◦ Providing excellent service at all times
◦ Giving the impression to guests that service provided is
done with pleasure
◦ Not rushing service delivery
◦ Making sure to ask the guest anything they still want
after delivering an item or service
Cont.
◦ Providing accurate information to guests
about the facilities of the establishment,
local tourist destinations, must try
restaurants or places to visit, travel tips,
local customs etc,
◦ Assisting guest in public areas – could
simply mean assisting them with their
luggage, opening doors for them, holding
the elevator for them
◦ Smiling
◦ Handling complaints professionally
Tips for Using Guest Names
◦ Again, use the guest’s last name unless
instructed not to
◦ Never use nicknames
◦ Get the pronunciation right – if unsure,
just use Sir or Ma’am
◦ If  guest’s name is unknown – use Sir or
Ma’am
◦ The best practice is to find out the names
of the guest yourselves through the front
office.
◦ Again, if you are not sure, just use Sir or
Ma’am.
Handling Complaints
Housekeeping staff may also encounter requests from
guests relating to:

◦ Noisy people in the room next doors

◦ Poor views from the balcony
◦ Noisy elevators near the room
◦ Noise outside the room which disturb guests from
sleep
◦ Lack of facilities in the room
◦ Quality of facilities that is below guest expectations
◦ Advertising that has created expectations and is not
being met.
Handling Guest Requests Promptly
◦ Housekeeping staff is very busy during their shift.
They have set a number of tasks to be done before
their shift ends. In spite of this, housekeeping staff
must still ensure that guests requests will be
handled properly on top of their usual cleaning
assignments.
◦ In case the housekeeping staff cannot immediately
deliver the item or service being requested by the
guest. It is advised to inform the guest the exact
time on when the item or service will be made
available.
Handling Guest Requests Promptly
◦ However, there will also be instances when a guest
asks for a particular request and the housekeeping
staff is unable to give a definite answer on
whether the service or item can be delivered or
not. In this case, the housekeeping staff should
seek further information about the item or service
that is being requested or refer the guest to an
authorized staff who has more knowledge on
the requested item or service.
◦ Always remember to inform the guest of how their
request is being handled and keep them updated
on the status of their requests.
Tips for Handling Guest
Complaints
◦ Remain pleasant and courteous at all times but do
not smile while the guest is complaining
◦ Listen first, do not interrupt the guest
◦ Know the procedures for handling guest
complaints as each establishment have their own
set of rules
◦ Inform the guest how their complaint to be
resolved and if they are okay with the way their
request is to be handled.
◦ Focus on the issue and do not be affected
personally by the complaint
◦ Apologize to the guest
◦ Notify your immediate supervisor and get his/her
feedback on how you handled the situation
Topic 2: Recording
Housekeeping
Requests
 Confirming and Noting Details of
Complaints
◦ Every time a guest would make a request,
always remember to repeat the details for
clarification. You may also extract more details
from them, if necessary, to avoid complaints.
◦ As an example, if a guest requests for towels, you
need to clarify what type or size of the towel is
being requested.
◦ There will also be instances when the guest will
ask for recommendations. Remember to be honest
at all times so as not to disappoint the guest. Being
truthful is better than their expectations not being
met.
Noting Necessary Details
◦ Never rely on memory alone, it is advised to always take
down notes especially when the guest has multiple
requests.
◦ Write down only what is relevant to the request as
some unnecessary details might confuse you and lead
to a wrong delivery of item or service.
◦ Taking notes or writing down details is advised both for
face to face interactions and through phone
conversations with guests. A pen and a paper should
always be placed beside the telephone in the
housekeeping office while housekeeping staff should
always prepare themselves for a possible guest
interaction by bringing a pen and a small notebook with
them.
When a guest is making a request,
write down the following:
◦ Guest name
◦ Room number
◦ Specific details of the request – type of
item or service, and quantity (if applicable)
◦ Time of delivery of item or service
Topic 3: Advising Guests on the
Delivery of Identified Item/
Service
Agreeing on a Timeline
Keys to Agreeing on a Timeline
◦ Timeline for complying with a guest request
should always be reasonable and achievable. It
would be better if the guest agrees on the
timeline set, however, sometimes guest’s timelines
are unrealistic. Obtain an agreement from the
guest as much as possible, but when you cannot
agree on a timeline, deliver the item or service as
soon as possible.
◦ Always consider that you have other tasks for the
day that needs to be done. It is always good to
make ‘under promise’ and ‘over deliver’. 
Cont.
◦ Don’t be pressured into promising a timeline that
cannot be met. It would be better to politely
explain to the guest the reason why the
requested timeline cannot be achieved. Then,
assure the guest that you will handle their
request as quickly as possible
Instances When Agreement is Not
Necessary
◦ Usually, guests appreciate it when their
request is supplied by a timeframe. The
time frame is added before asking the
guest for any request:

Example:
◦ “Certainly Ms. Palima, that’s 2 extra
bottles of shampoo and 2 extra soap for
Room 625. We’ll deliver the items in 5
minutes. Is there anything else you need?”
Advising a Guest of the Timeline
◦ By providing the timeline, the housekeeping staff shows
that the request has been taken seriously. 
◦ In case the delivery of item or service would be
adjusted, it is your duty to advise the guest
accordingly.
◦ If you cannot personally deliver a request made by a
guest, ask for help from fellow staff.
Advising a Guest of the Timeline
Time Delays
◦ Despite giving it your best, there will be
instances when the time agreed to will not
be met.
◦ In this case, apologize to the guest and
take the necessary action to reduce the
time delay as much as possible.
Examples of causes of time delays:
Below standard servicing of guest room – cleaning was
not done properly and supplies were not stocked.
◦ A previous promise to deliver something is not
fulfilled
◦ A time agreement is not met
◦ An item promised turned out to be unavailable and
can’t be delivered to the guest as promised.
In summary:
◦ Anything that fails to deliver a service as
promised
◦ Anything that does not meet the
expectations laid out to the guest
◦ Anything that fails to meet house service
delivery standards
◦ Be quick to offer a sincere apology when a
guest’s expectation is not met or the
housekeeping failed to meet the
establishment’s standards.
Keys to Making Apologies
◦ Every time there is a delay in the delivery
of service, housekeeping staff must
apologize.
◦ In making apologies, the staff must be
sincere but should not take a long time to
do so. Apologize for the lack of item or
service and for the inconvenience it might
have caused the guest.
Cont.
Tips:
◦ Never blame anyone when making an
apology
◦ Never say bad things about the
establishment
◦ Establishments usually offer something to
guests as compensation for any
inconvenience it caused them. Be sure to
check your hotel’s policies regarding this.
Topic 4: Provide
Housekeeping
Requests
A. Liaise with other staff to obtain
and/or deliver identified service or
items
1. The Need for Teamwork
◦ On some requests, there would be a need for
teamwork among housekeeping personnel or
other departments.
◦ Whenever you feel like you are unable to
comply with a request by yourself, ask others for
help. Just keep in mind that you have to be
willing and ready to help others as well.
Cont.

2. Safety and Security

◦ The safety and security of staff are just as
important as the guests’.
◦ If the guest looks annoyed, angry, upset or
intoxicated while servicing a room, it is
wise to seek help from another staff.
◦ The key point here is to let others know
where you are headed.
Cont.
3. Responsibility
◦ Regardless if the request is assigned to
another staff, you have to make sure that the
request is acted upon in a timely manner.
◦ Monitor the progress of the request, and
advise the guest of the progress once in a
while and inform the guest the expected
time of completion.
◦ After the request is done, it is a good idea to
check on the guest if he/she is satisfied with
his or her request.
B. Locate and deliver required
items to guest room
1. “It’s not my job”
This is one of the phrases that should never be used
by any hotel staff when responding to guests’ request.
In the tourism/hospitality industry, it is always YOUR
job to assist guests.
◦ If the request being made is outside of your usual
duties and responsibilities:
◦ Write down the details of the request and confirm
it with the guest.
◦ Pass the details of the request to the appropriate
person for proper action.
Cont.

2. Action is the key to responding to a request

◦ After a request is received, it must be acted
upon as soon as possible or within the
timeframe agreed with the guest.
◦ The key to any request is to simply take
action on the request.
◦ Guests’ requests usually are not that
complicated. You may just need to go to your
trolley or the housekeeping storeroom to pick
up some items requested and then give it to
the guest.
Cont.
3. Passing on Requests
Important points:
◦ Pass on important details of the request like the name
and room number of the guest.
◦ Ensure that the person you are passing the request to
understands the request. Confirm if they have
understood the request by asking them to repeat it.
◦ If there is a deadline agreed with the guest, emphasize
this to the person you are passing the request to.
◦ Always confirm from guest if the request has been
delivered to their satisfaction.
4. Requests for Information

These can cover:

◦ Information on the products and services
available to the guest.
◦ Use your own product knowledge about the
establishment.
◦ Availability of services, hours, the location of
meals, services and equipment.
◦ How equipment works
◦ Information about local attractions, activities,
entertainment places and restaurants
◦ Reception of Concierge’s job.
4. Requests for Information

◦ Guests might still ask you, because to them, you

are the local person.
In these situations:
 Never say that you don’t know and just leave
the guest hanging. Again, never tell the guests
that giving information is not your job.
 Never tell the guests to look up the information
from the in-room information compendium.
 Never make the guest feel like asking a question
is a stupid thing to do.
C. SET UP EQUIPMENT IN GUEST
ROOMS
◦ There will be times when housekeeping
staff would be asked to help set – up
equipment borrowed by a guest in the
guest room.
◦ These requests should be attended to
immediately because guests who usually
request for assistance are waiting to use
these items.
What items might be involved?
The items that may need setting-up could include:
◦ Table and chairs – for meetings or to assist with
the provision of room service meals
◦ Internet connection
◦ Television
◦ DVD player
◦ Data projector
◦ Rollaway bed
◦ Baby crib/ cot
Cont.
In-room Meetings
◦ Guest rooms are sometimes rented by
companies for their business needs like
conducting a meeting, presentations, or
exposition of products. It would be the
housekeeping department’s job to move
furniture and equipment around before these
events take place.
◦ Coordinate with the renting company for
directions on how they want the room to be
arranged.
Cont.
Elderly People
◦ Elderly people might also seek assistance
for the following:
◦ Moving heavy items
◦ Getting items from high places
◦ Obtaining items from low places
◦ Getting a wheelchair
Cont.
Rollaway or Extra  beds and Baby crib/ cots
◦ This is probably the least favorite tasks
housekeeping staff likes to do.
◦ They are difficult to move and set up
which oftentimes result in injuries,
◦ If possible, set them up in the guest rooms
before the guest arrives so that you would
no longer disturb them when they arrive.
Tips:
◦ Be careful in setting up, watch your fingers
◦ Practice setting up the bed - it would be
embarrassing for you and the establishment if you
will struggle to set up the bed in front of the guest.
◦ Follow the instructions
◦ Do not rush
◦ If setting up for the first time, have an experienced
staff assist you and show you how it is done
◦ May result to damage or theft
◦ To free up space in the room – guests may need
the space in their room that is occupied by the
equipment
◦ To allow other guests to use the equipment who
might need it
Cont.
Tips:
◦ The arrangement to pick up the item should be made
as a suggestion and not as a requirement – the idea is
to provide service and not limit the guest on the use
of items
◦ Guests should be advised to contact Housekeeping if
they want an extension with their loan
◦ In case it is already picking up time and the
housekeeping staff who made the arrangement with
the guest is already off – duty,  then another staff in
the next shift should be assigned to pick up.
Cont.
Log Books
◦ A record of items loaned should be kept in
a log book.
It should include:
◦ Who the item was loaned to
◦ Room number of the guest
◦ When the item should be picked up
◦ Name of the staff who delivered the item
◦ Name of the staff who recovered the item
◦ Date of Delivery
◦ Date of pick up
D. COLLECT ITEMS FROM GUEST ROOMS AS
REQUIRED
Types of Items for Collection
◦ As part of effective guest service, housekeeping staff may
need to take items from the guest room.
◦ These items may include:
◦ Furniture, appliances, or amenities that are not used by
the guest
◦ Housekeeping items left behind by staff
◦ Soiled linen, towels, bath maths that needs to be replaced
◦ Replacement items – anything that would replace a non-
operational item
◦ Previously requested items that are no longer needed
◦ Guest items that require further action such as dry
cleaning, repairs, etc.
Keys in Collecting Items
In case you would be late:
◦ Arrange for someone else to pick up the
item and make sure that they arrive on
time
◦ Contact the guest and make an apology,
then arrange for a new timeline
◦ Always notify the guest if you are going to
be late
◦ If the item to be picked up is heavy, ask
someone to help you carry the item or
bring a trolley
Cont.

Upon your arrival to pick up the item: 

◦ Knock on the door and announce “Housekeeping”
◦ Greet the guest by name
◦ Tell them why you are there – “I’ve come to pick up
the …"
◦ Ask for permission to enter the room
◦ Thank the guest for their permission to do so
◦ Respect the privacy of the guest
◦ Pick up the item and walk to the door
◦ Make arrangements for a replacement item, where
appropriate and a time for its delivery
◦ Thank the guest again
◦ Depart the room.
TOPIC 5: PROVIDE
ADVICE TO GUESTS
Advise Guests on Services
and items Available
through the Housekeeping
Department
Items and services that may be
required
The guest may require any of the following items
related to housekeeping:
◦ Rollaway or extra bed 
◦ Additional bedding
◦ Extra blankets
◦ Extra pillows
◦ Extra towels:
1. Hand towels
2. Face washers
3. Bath towels
4. Floor mats
Items and services that may be required
◦ Extra bathrobe
◦ Improvement in the servicing of room
◦ Room to be re-vacuumed
◦ Area to be re-cleaned
◦ Bed to be remade
◦ Items in compendium
◦ Extra stationery – determine what is needed and
how many
◦ Bathroom supplies:
1. Extra shampoo
2. Extra soap
3. Extra shower caps
Items and services that may be required

◦ Items for beverage making(Extra tea, coffee, sugar

and milk sachets)
◦ Extra crockery or cutlery
◦ Repair or removal of broken equipment
◦ Electrical water jug/kettle
◦ Hair dryer
◦ Toaster
◦ Iron and ironing board
Items and services that may be
required
◦ Light bulb changed
◦ Air conditioning/heating system fixe
◦ Instructions on how to work equipment
◦ Instructions on how to work entertainment
equipment
◦ Instructions on how to work heating system
◦ Instructions on operating the in-room safe.
Advise guests on the use of items
delivered to guest room, if
required
Keys to Providing Advice
Some important aspects of providing advice:
◦ Explain the functions and operations of all
aspects of the equipment that the guest
wants to know about – including what all
the switches, knobs, buttons, and dials do.
You may not need to explain everything
about the item, just what the guest wants
to know.
Keys to Providing Advice
◦ Ensure that operational safety and health
procedures are also followed by guests
◦ Use simple words – avoid using technical terms
◦ Test the understanding of the guest by asking
them simple questions about how to use the item.
Instructional sheets in different
languages
Guests may not be familiar with the
equipment in the room because:
◦ The maker or model is not the same they
use at home
◦ The equipment of the hotel may be more
technologically advanced
◦ Equipment may be controlled by a master
in-room control panel
◦ Markings on the equipment is a different
language
 Demonstrate the use of items delivered to guest
room, if required
Keys to Providing a Demonstration
◦ Make sure that the guest can see you and the
actions you are doing
◦ Show to the guest where the in-room instructions
are. In case instructions are not available in – room,
bring it to the room and show to the guest while
demonstrating
◦ Take your time.
◦ Let the guest operate the equipment while you are
there.
◦ Encourage guests to contact you in case they have
questions
Liaise with other staff and departments to
provide supplementary advice where
appropriate

Items
Some of these items may be:
◦ Technologically advanced items
◦ Mechanically advanced items
Cont.

Services
◦ Guests may require information on events or
activities in the local community of the
establishment.
◦ What is expected is at least a general
knowledge of events and activities in the local
community.
Cont.

Access “experts” to provide service

This must be done quickly and may require
the expert to:
◦ Demonstrate to the guest personally what
needs to be done or explain via phone
◦ Provide the information to a staff member
and that staff member would then relay
the information to the guest
◦ Provide information by handing out
instruction manuals, brochures, maps
TOPIC 6: LIAISE WITH
OTHER
DEPARTMENTS
Report malfunctions as required
◦ All defective items must be tagged as “Out of
Order” and whenever possible, the defective
items should be removed from the
◦ If possible, a replacement item must be sent to
the room immediately so as to maintain the
service levels. room and replaced. 
◦ Replacement items may come from the storage
room or a vacant room (which should be
replaced immediately).
Report malfunctions as required
How to Report Problems
Traditional ways of reporting these are:
◦ Verbally
◦ Completing a form
◦ If the establishment has an in-house
maintenance department, the Supervisor will
have to contact them for repairs, if needed. The
Supervisor is responsible for making a judgment
call on whether a broken item is for repair or
replacement. The Executive Housekeeper will be
informed of the resolution of the problem.
Advise management of dangerous or
suspicious circumstances
Is the activity illegal or immoral?
◦ Establishments are generally not equipped to
handle illegal activities and just report these to the
police.
◦ Whether the activity is immoral or not is a
different matter as this is not governed by local
laws and is bound to personal interpretation.
◦ It is advised that Housekeeping will only monitor
or watch out for illegal activities as meddling with
“immoral” acts of guests can be considered as an
intrusion of the guest’s privacy.
Advise management of dangerous or
suspicious circumstances
Taking Action
◦ Appropriate action may be detailed in the
standard Emergency Procedures of your
hotel which could be:
◦ Advise the supervisor, Head housekeeper
or Executive housekeeper
◦ Inform security
Advise management of dangerous or
suspicious circumstances
Examples of unusual item or situation:
◦ Unattended package left at a common
area
◦ Bloodstained item
◦ A package left at a checkout room
◦ Weapon found in the room
◦ Drugs – or even packages that could have
been used to carry drugs
◦ Explosives
◦ Evidence of drug use in the room
Advise management of dangerous or
suspicious circumstances
◦ Suspicious occurrences or people:
1. A nervous or anxious person in common
areas
2. Unauthorized person in restricted area
3. Violent person
4. Loud voices and swearing
◦ Sounds that indicate damage is being
done
Thank you!