Pretend you are a hotel staff.

How would you handle the following

situations?
1. An angry guest rings to complain that there are not enough towels in
the room.
2. You are on your way to a lunch break. A guest stops you in the corridor
and asks you to endure an ironing board is delivered to his room later
that afternoon.
OBJECTIVES
• Discuss nature and scope of guestroom cleaning,
care and maintenance
• Enumerate bedroom and bathroom amenities
offered in an institution
• List down procedures in conducting room check,
turn down and make up beds
• Demonstrate proper handling of guests’ requests in
housekeeping following safety and security
standard
OBJECTIVES
REVIEW
REVIEW
LESSON 1: PROVIDE HOUSEKEEPING SERVICES TO GUESTS

1. Hotel Codes, rules and regulations

2. Basic Skills needed of a good housekeeper

2.1 Intrapersonal skills 2.2 Interpersonal skills

3. The Housekeeping Department

LESSON 1: PROVIDE HOUSEKEEPING SERVICES TO GUESTS
4. Nature and scope of guests room
4.1 cleaning care and maintenance
4.2 Cleanliness and orderliness
4.3 Safekeeping of lost and found items
4.4 Provision of other services to house guests
4.5 Attending to other Guests’ needs and concern
5. Bedroom and bathroom amenities
6. Procedural requirements in handling guests’ requests
related to housekeeping
 LESSON 1: PROVIDE HOUSEKEEPING SERVICES TO GUESTS
4. Nature and scope of guests room
4.1 cleaning care and maintenance

To be able to efficiently perform

their job as a housekeeper, one is
expected to complete a series of
cleaning and sanitizing procedure.
 LESSON 1: PROVIDE HOUSEKEEPING SERVICES TO GUESTS
4. Nature and scope of guests room
4.1 cleaning care and maintenance

POINTS TO REMEMBER WHEN DOING CLEANING SERVICE TO

A GUEST’S ROOM:
 Clean in one direction
 Clean from top to down
 Clean from farthest point out
 Check for damage, if there is something that requires maintenance,
or if a property is lost
 Use correct equipment and cleaning agents to clean surfaces
 Phases of Cleaning a Hotel Guest Room
Phase 1
• Opening the windows to air
out the room and turning
off of air-conditioning
system .
• Washing hands and putting
on protective disposable
• gloves
Emptying out the trash cans
or bins
• Stripping the bed and
removing dirty linens
 Phases of Cleaning a Hotel Guest Room
Phase 2
• Removal of dirty towels
from the bathroom
(bath towels, hand
towels and face towels)
• Spraying the cleaning
products necessary for
disinfection
• Removal of gloves
 Phases of Cleaning a Hotel Guest Room
Phase 3 • Making up the bed
 Phases of Cleaning a Hotel Guest Room
Phase 4

• Dusting all surfaces

such as bedside table,
desk, chair, TV, etc.
• Checking TV, air-
conditioning and
lights to make sure
they function properly
 Phases of Cleaning a Hotel Guest Room
Phase 5
• Cleaning the bathroom
 Phases of Cleaning a Hotel Guest Room
Phase 6
• Replacing all free hotel
products such as
brochures, mints,
shampoo, soap etc.
• Vacuuming the
room

• Checking over the room,

making sure that
everything is in place
Bedroom and Bathroom Amenities
 Bedroom and Bathroom Amenities

• Hotel amenities are the extra service

or product
The hotel provides for their guests.
• To add comfort and convenience
Bedroom and Bathroom Amenities

Activity 1
Bedroom and Bathroom Amenities
in a Hotel
Bedroom amenities:

 Spacious bedrooms with king or queen size beds

 High grade premium pillow top mattress

 Premium quality linens
 Plush duvet (comforter)
 Extra pillows

 Clothes hanger
Bedroom amenities:

 Bedside alarm clock

 Cordless telephone
 High-speed internet access
 High-definition flat screen televisions
 Desk and comfortable desk chair

 Cable television channel

Bedroom amenities:

 Mini-fridge

 Iron and ironing board

 Coffee maker
 Telephone directory
 Printing of boarding pass for free

 Safety deposit locker

Bathroom amenities:

 Shampoo, conditioner  Razor

 Bath gel  Shaving foam
 Lotion  Hair dryer
 Toothbrush  Hot and cold water

 Hairbrush/comb  Toilet tissue

 Shower cap
Quiz.

True or False

1.To be able to efficiently perform the job as a housekeeper

one is expected to complete a series of cleaning and
sanitizing.
2.While cleaning a guest room, guest’s personal items should
be respected by touching them or moving them anywhere.
3.Hotel amenities are the extra service or product the hotel
provides for their guests.
Quiz.
Multiple Choice
1.The following are points to remember
when servicing a guest room except
(a) Clean in one direction
(b) Clean from top to down
(c) Clean from the farthest point out
(d) Clean as you work, clean as you go
Quiz.
Multiple Choice
2. The sequence for servicing a room has to be
observed. What is phase 5?
(a)checking the room once
(b)cleaning of bathroom
(c)replenishing of room supplies
(d)bed making
Quiz.
Multiple Choice
3. the last step in cleaning a guest room is:
(a)empty dustbin and ashtrays
(b)replenish supplies
(c)turning off of lights
(d)giving a final look to check everything
Enumeration
1. list atleast 4 bedroom amenities 4pts
2. list atleast 5 bathroom amenities 5pts
Next
meeting
Conducting room check, turndown
and make up beds
 CONDUCTING ROOM CHECK

Room check is part of the standard tasks of

housekeeping staff.
In some hotels, the floor or area supervisor is the
one who performs routine room check every
morning for all guest rooms to check the
following:
 CONDUCTING ROOM CHECK
 If guest rooms are still occupied
If the beds of guest rooms were slept on
If there are unregistered joiners who occupied the
rooms
If the guests are out and the rooms are ready for
room make up
If the guests are in good condition
 CONDUCTING ROOM CHECK
These are the common procedures in conducting
room check:
1.Room with DND (Do Not Disturb) sign.
Check if the door sign is on and do not knock.
Instead, call the guest of that
Room (using front desk's phone)
and check if s/he wants his/her room
to be serviced.
 CONDUCTING ROOM CHECK
These are the common procedures in conducting
room check:
2. Room without DND sign and no guest inside.
Knock twice on the door or activate the doorbell. Announce
“housekeeping”. If no one answers, knock again three times.
Give allowance between knocks until the guest responds. If no
one still answers open the door and check the status of the room.
 CONDUCTING ROOM CHECK
These are the common procedures in conducting
room check:
3.If the guest is in the room and there is no DND sign.
If the guest is inside the room but does not answer to your knocks,
open the door and apologize for the disturbance. Introduce yourself
and tell him/her of your purpose. Ask the guest if s/he is ready for
the makeup of the room. If not, offer to come back at a particular
time. If the guest does not want to be disturbed, leave the room.
Turn-Down Service (TDS) – is a special
service provided by the housekeeping
department in which a housekeeper
enters a guestroom early in the
evening to do second cleaning or
tidying up the room, re-stocking supplies
and turning down the bed
 Taking and Handling of Guests’ Housekeeping
Requests
 How would you handle guest’s requests?

 Why is it important to ensure timely

delivery of items requested by a guest?
Taking and Handling of Guests’ Housekeeping
Requests
• Guest request must be handled properly to satisfy the
guest.

• This will not only make her stay pleasant but it will
also ensure repeat business

• Handling guests requests is a simple task, but if you

fail to follow all procedure properly this might lead to
a bigger problem.
 Taking Requests and Handling Complaints from
Guest
 Remember not to argue with the guest, remember also that
the guest is always right.

 Listen attentively to the guest and understand what exactly

is wrong.

 Have a log system in place. Make sure all requests are

written and properly documented. Handover to the next
shift the problems still unresolved.
Taking Requests and Handling Complaints from Guest

 Apologize for the inconvenience.

 Find out exactly what the guest expects during the request.

 Record the time for handling the request.

Taking Requests and Handling Complaints from Guest

 Inform the manager of all complaints immediately, even if

you have successfully resolved the situation.

 Complaints need to be handled positively and with

empathy for the guest, aspiring for 100% guest
satisfaction.

 If the problem is out of your authority, inform the manager

or Duty Manager.
Taking Requests and Handling Complaints from Guest

 Record all the details in Guest Call Register – noting

down any request or complaint made by hotel guest.

 Repeat the request back to the guest before ending the

call.
Tips in Handling Guests Request

 Handle all guest requests within ten minutes.

 Use proper door knocking standards when arriving at the

guest’s room.

 Be prepared to handle situations like angry guests when

you arrive at the room.