HOUSEKEEPING SCRIPT

HANDLING GUEST REQUEST:

Guest Calling:
Housekeeper: Good morning. Thank you for calling Housekeeping Department this is Ms. Czarina Marie Yadao.
How many i help you?
Guest: Good morning. I would like to request a towels
Housekeeper: Yes ma’am, but before anything else, may I know your name and your number?
Guest: This is Ms/Mr _____ from room 206.
Housekeeper: Yes ma’am. Your name is Ms/Mr_____ from room 206 and you’re requesting a towel. By the way
Ma’am what time would you like me to deliver your request?
Guest: I want it to be delivered at 10 A.M in the morning.
Housekeeper: Okay Ms/Mr _____ is there anything else that I can do for you Ms/Mr _____?
Guest: Nothing else.
Housekeeper: If none, Thank you for calling housekeeping department. Enjoy your stay and have a nice day.

DELIVERING THE GUEST REQUEST:

* knock the door and introduce yourself *

Housekeeper: Housekeeping!
* guest open the door *
Housekeeper: Good morning Ms/Mr _____. This is Ms Czarina Marie Yadao from house keeping department and I
am here to deliver the towel that you requested. May i come in?
Guest: Come in!
Housekeeper: Excuse me Ma’am/Sir. Would you like me to close the door or leave it open?
Guest: Just close the door.
Housekeeper: Excuse me Ma’am/Sir. Where do you want me to put your towel?
Guest: Put it on my table.
Housekeeper: Is there anything else that I can do for you Ma’am/Sir?
Guest: Nothing else. Thank you.
Housekeeper: Thank you Ma’am/Sir for calling housekeeping department. Enjoy your stay and have a nice day.

COLLECTING ITEMS FROM THE GUEST:

* knock the door *

Housekeeper: Housekeeping!
Guest: Yes, what is it?
Housekeeper: Good morning Ma’am/Sir. I’m sorry to disturb you. I’m Ms Czarina Marie Yadao from housekeeping
department and I am here to pick up the towels that you have requested. Is it okay to come in?
Guest: Sure no problem.
Housekeeper: Thank you Ma’am/Sir.
Guest: Here’s the towels.
* give the form to the guest to sign the form to indicate that you have collected the item*
* Pick up the towel *
Housekeeper: Thank you Ma’am and again I’m sorry if I may disturb you. Have a nice day!

HANDLING GUEST COMPLAIN:

* Guest calling *
Housekeeper: Good morning, Housekeeping Department how may I help you?
Guest: I’m having a hard time staying in this room, It’s very dusty.
Housekeeper: We’re very sorry Ma’am/Sir for the inconvenience. Can i get your name and room number and how
would like for us to solve the matter.
Guest: I’m Ms/Mr _____ from room 206. Please, send someone to clean my room or transfer me to another
room.
Housekeeper: Okay ma’am/sir we will send someone to clean your room in 5 minutes if necessary we will transfer
you to another room. Is there anything else that i can help you with ma’am/sir.
Housekeeper: Okay Ms/Mr, ____ for verification you’re from 206 and requesting for a room attendant. Did I heard
it correctly Ma’am/Sir?
Guest: Yes, that’s right
Housekeeper: Please let us know if you need anything else again we sincerely apologize for the inconvenience this
may have i caused you. Thank you for calling.

RESOLVING GUEST COMPLAIN:

*knock the door*

Housekeeper: Housekeeping!
Housekeeper: Good morning Ma’am/Sir, I’m Czarina Marie Yadao from housekeeping department and I am here
to clean your room.
Guest: Come in and please clean my room as fast as you can.
*clean the room*
*after cleaning the room*
Housekeeper: I’m done cleaning your room Ma’am/Sir. Is there anything else that I can help with you.
Guest: Please do better next time.
Housekeeper: Yes ma’am/sir and again we apologize for the inconvenience. Please, let us know if you need
anything else. Enjoy your stay.
Guest: Okay, Thank you!