HOUSEKEEPING

LESSON 2
(PROVIDE HOUSEKEEPING SERVICES)
FORMS, PROBLEMS & CLIENT’S QUERIES

ANNA RUTH E. DIAGBEL

TRAINER
HOU
SEK
EEPI
NG
COD
ES
 FORMS AND REPORTS
FORMS AND REPORTS PLAY AN IMPORTANT ROLE IN MANAGING
THE HOUSEKEEPING ACTIVITIES. IT SERVES AS EVIDENCE IN A
SPECIFIC INCIDENT, SITUATION, AND HAPPENING. REPORTS ARE
A VERY USEFUL METHOD FOR KEEPING TRACK OF IMPORTANT
INFORMATION. THE INFORMATION CONTAINED IN REPORTS CAN
BE USED TO MAKE A VERY IMPORTANT DECISIONS THAT AFFECT
THE ESTABLISHMENT.
 EXAMPLE OF HOUSEKEEPING
FORMS
➢ HOUSEKEEPING ATTENDANT’S DAILY ASSIGNMENT SHEET
➢ MAINTENANCE REQUEST FORM
➢ HOUSEKEEPING WORK ORDER FORM
➢ GUEST ROOM CLEANING CHECKLIST
➢ LOST AND FOUND SLIP
HOUSEKEEPING ATTENDANT’S
DAILY ASSIGNMENT SHEET
HOUSEKEEPING ATTENDANT’S DAILY ASSIGNMENT SHEET IS A FORM USED BY
HOUSEKEEPERS OR ROOM ATTENDANTS TO RECORD THE TASK DONE DURING
THEIR SHIFT. THIS FORM HELPS THEM PLAN THEIR WORK FOR THE DAY. AFTER
EACH ROOM IS SERVICED, THE ROOM ATTENDANT MUST LOG IN THE TIME
THEY HAVE ENTERED THE ROOM FOR ROOM SERVICE AND LOG OUT AFTER
COMPLETION, THE ROOM STATUS BEFORE AND AFTER SERVICE, THE NUMBER
OF EXTRA BED OR COT PLACED, AND ALSO THE NUMBER OF LINEN REPLACED
IN THE ROOM. THE HOUSEKEEPER WILL RECEIVE THIS FORM AFTER THEIR
BRIEFING IN THE MORNING BEFORE THEY CAN START THEIR DAILY TASK.
 MAINTENANCE REQUEST
FORM
MAINTENANCE REQUEST FORM IS USED WHENEVER
THERE ARE PROBLEMS REPORTED BY THE GUEST TO
THE HOUSEKEEPING DEPARTMENT. COMMON
PROBLEMS FOR MAINTENANCE ARE FAULTY
EQUIPMENT, ELECTRICAL ISSUES, BROKEN
FURNITURE, TV NOT WORKING PROPERLY, ETC.
HOUSEKEEPING WORK ORDER
FORM
HOUSEKEEPING WORK ORDER
FORM IS USED WHEN THEIR RE-
REQUESTS FOR WORK TO BE DONE.
 GUEST ROOM CLEANING
CHECKLIST
THE GUEST ROOM CLEANING CHECKLIST IS USED BY THE
HOUSEKEEPING SUPERVISOR TO CHECK, ON A DAILY BASIS,
HOW THE CLEANING SERVICE FOR EVERY GUEST ROOM WAS
DONE. THIS IS DONE TO BE ABLE TO ATTAIN GUEST
SATISFACTION. THE USE OF THIS FORM IS TO ESTABLISH A SET
OF PROCEDURE THAT WOULD ENSURE THERE WILL BE NO
DEFECTS AND ANY MISSING AMENITIES FOR THE GUEST
 LOST AND FOUND SLIP

LOST AND FOUND SLIP IS AN

IMPORTANT DOCUMENT TO KEEP
TRACK OF RECORDS FOR LOST AND
FOUND ITEMS.
HANDLING CLIENT’S QUERIES
TELEPHONE PLAYS A VERY IMPORTANT ROLE IN THE
HOTEL INDUSTRY. THIS IS USED TO ANSWER GUESTS’
BOOKING INQUIRIES, GUESTS’ REQUESTS, AND FOR
OTHER VARIOUS PURPOSES AND SERVICES. IT IS
THEREFORE IMPORTANT THAT YOU KNOW THE BASIC
TECHNIQUES IN ANSWERING CALLS.
✓ ANSWER THE PHONE WITHIN THREE RINGS.
✓ SAY THE NAME OF THE HOTEL, YOUR NAME, AND THE
CUSTOMARY GREETINGS.
✓ HAVE IN HAND A PEN AND PAPER FOR DOCUMENTATION.
✓ LISTEN CAREFULLY TO THE DETAILS BEING SAID BY THE CALLER.
✓ MAKE THEM FEEL THAT THEY HAVE YOUR FULL ATTENTION.
✓ EXPLAIN THE REASON IF YOU WANT TO PUT THEM ON HOLD. WAIT
FOR THEIR RESPONSE.
✓ FOR CALLBACK, DO IT IN THE SOONEST POSSIBLE TIME. DO NOT
FORGET TO SAY THE APPROXIMATE TIME YOU CAN DO THE
CALLBACK.
✓ REPEAT ALL THE DETAILS.
✓ END THE CONVERSATION POLITELY.
 TRANSFERRING CALLS
✓ GET TO KNOW SWITCHBOARD SYSTEM SO THAT YOU CAN TRANSFER
CALLS QUICKLY AND EFFICIENTLY.
✓ EXPLAIN TO THE CALLER WHAT YOU ARE DOING.
✓ CHECK WITH THE RECIPIENT BEFORE PUTTING THE CALL THROUGH
WHETHER OR NOT THEY CAN HELP.
✓ IF THERE IS A DELAY, RETURN TO THE CALLER TO EXPLAIN AND ASK
IF HE/SHE WISH TO CONTINUE HOLDING.
✓ IF YOU COULD NOT TRANSFER THE LINE ASK IF YOU CAN HAVE THE
CALLER RUNG BACK WHEN YOU HAVE FOUND SOMEONE TO HELP.
 TRANSFERRING CALLS
HANDLING OF CLIENTS’ QUERIES
EXAMPLES #1
GOOD MORNING/ HOLIDAY INN, THIS IS VINCENT, HOW
MAY I HELP YOU?
“I’D LIKE TO MAKE A RESERVATION PLEASE”.
“CERTAINLY SIR, I’M TRANSFERRING YOU TO
RESERVATION NOW”.
 TRANSFERRING CALLS
EXAMPLES #2
GOOD AFTERNOON, THE PARK HYATT, THIS IS SUE, HOW
MAY I HELP YOU?
“COULD YOU PLEASE PUT ME THROUGH TO ELIZA IN
BANQUETS PLEASE?”
UNFORTUNATELY, HER EXTENSION IS BUSY, WOULD
YOU MIND TO HOLD:
TRANSFERRING CALLS
 HANDLE CLIENTS’ QUERIES THROUGH FAX
MACHINE
A FAX MACHINE REPRODUCES WRITTEN
DOCUMENTS RECEIVED FROM OR SENT TO
EXTERNAL LOCATIONS BY ELECTRONICALLY
SCANNING AND TRANSMITTING THE DOCUMENTS
VIA A TELEPHONE LINE. IT ONLY PROCESS ONE
SINGLE-SIDED PAGE AND SENDS OR RECEIVES THE
DOCUMENTS WITHIN MINUTES OF TRANSMISSION
 HANDLE CLIENTS’ QUERIES THROUGH FAX
MACHINE
⚫ NOTE THAT ONCE YOU HAVE SENT THE MESSAGE TO A
WRONG NUMBER THERE IS NO WAY OF “RETRIEVING” IT.
⚫ YOU MAY NOT EVEN BE AWARE THAT YOU HAVE SENT
THE MESSAGE TO THE WRONG PERSON.
⚫ THIS CAN PRESENT HUGE PROBLEMS TO YOU AND
YOUR ORGANIZATION IF CONFIDENTIAL INFORMATION
IS ACCIDENTALLY SENT TO A WRONG NUMBER.
HANDLE CLIENTS’ QUERIES THROUGH EMAIL
STEP ONE- READ THE CUSTOMER’S EMAIL IN ITS ENTIRETY
STEP TWO- OPEN YOUR EMAIL WITH “THANK YOU.”
STEP THREE – APOLOGIZE
STEP FOUR –EXPLAIN WHY OR HOW THE PROBLEM HAPPENED
STEP FIVE- OFFER COMPENSATION IF APPLICABLE
STEP SIX – PROOF YOUR EMAIL!
STEP SEVEN- RESPOND AS QUICKLY AS REASONABLY POSSIBLE
 COMMON ISSUES
1. LOW QUALITY 6. FINGERPRINTS ON
WINDOWS AND MIRRORS
2. BROKEN LIGHT
7. NOT ENOUGH
3. DAMP PATCHES
TOILETRIES
4. HAIR IN THE BATH 8. DUST
OR IN THE FLOOR 9. BAD MANNERS
5. RUBBISH UNDER 10. UNPROFESSIONAL
THE BED STAFF
 HANDLING COMPLAINTS
1. LISTEN WITH CONCERN AND EMPATHY.
2. ISOLATE THE GUEST IF POSSIBLE, SO THAT OTHER GUESTS WON'T OVERHEAR.
3. STAY CALM. DON'T ARGUE WITH THE GUEST.
4. BE AWARE OF THE GUEST'S SELF-ESTEEM. SHOW A PERSONAL INTEREST IN THE PROBLEM. TRY TO USE THE
GUEST NAME FREQUENTLY.
5. GIVE THE GUEST YOUR UNDIVIDED ATTENTION. CONCENTRATE ON THE PROBLEM, NO ON PLACING BLAME.
DO NOT INSULT THE GUEST.
6. TAKE NOTES. WRITING DOWN THE KEY FACTS SAVES TIME IF SOMEONE ELSE MUST GET INVOLVED. ALSO,
GUEST TENDS TO SLOW DOWN WHEN THEY SEE THE FRONT DESK AGENT TRYING TO WRITE DOWN THE
ISSUE.
7. TELL THE GUEST WHAT CAN BE THE BEST DONE. OFFER CHOICES. DON'T PROMISE THE IMPOSSIBLE, AND
DON'T EXCEED YOUR AUTHORITY.
8. SET AN APPROXIMATE TIME FOR COMPLETION OF CORRECTIVE ACTIONS. BE SPECIFIC, BUT DO NOT
UNDERESTIMATE THE AMOUNT OF TIME IT WILL TAKE TO RESOLVE THE PROBLEM.
9. MONITOR THE PROGRESS OF THE CORRECTIVE ACTION.
10. FOLLOW UP. EVEN IF THE COMPLAINT WAS RESOLVED BY SOMEONE ELSE, CONTACT THE GUEST TO
ENSURE THAT THE PROBLEM WAS RESOLVED SATISFACTORY.
ASSESSMENT:
ASSIGNMENT: