Have you tried requesting

items or services during

your stay in a hotel? How
did the housekeeping staff
handle your requests?
 Handling
Housekeeping
Requests
Prepared by: Darlene Joie P. Macaraeg
Learning Objectives:

1. Discuss the different types of guest requests.

2. Enumerate ways on how to handle guest
requests and complaints.
3. Demonstrate proper handling of guests’
requests in housekeeping.
Types of Guest Request
1. Need for item sent to the room
2. Servicing of room
3. Repairs
4. Handling complaints
5. Instruction
6. Lost and found
 1. Need for item sent to the room
- Additional equipment in their room
- Valet or laundry service
- Additional bedding
- Extra tea, coffee, sugar and milk sachets
- Replacement items such as hair dryers, toasters & irons to
replace items that are not working
- Extra bathroom guest supplies
- Additional towels
- Extra hangers for clothes
- Ice and ice buckets.
2. Servicing of Room
- Rectification cleaning
- Clean-up after an in-room party or
entertainment
- A special room service where they have
spilled something on the floor.
3. Repair
 Repair or removal of broken equipment:
- TV
- Controls for the TV
- DVD player
- Air conditioner
- Bedside lights
- Free-standing lamps
4. Handling Complaints
- Noisy people in the room next doors

- Poor views from the balcony

- Noisy pigeons outside the room which

stop guests getting to sleep

- Noisy elevators near the room

4. Handling Complaints
- Lack of facilities in the room

- Quality of facilities that is below guest

expectations

- Advertising that has created

expectations that are not being met.
5. Instructions
 Instructions to enable them to work equipment:

- TV
- Lights (especially where room cards are
needed to activate the power to a room)
- Heating and cooling controls
6. Lost and Found
- Guests may also contact housekeeping when making a
Lost and Found enquiry
- They may have found an item in a room they have just
been roomed in or they may contact housekeeping after
they have departed to enquire about something they have
lost.
 Customer Care
Speaking Practice
Always observe the following to good customer service

• Greet every customer

• Attend to the concerns seriously and
cheerfully
• Express your sincerest gratitude
• Good personal presentation
• Greeting guests by name when known
Always observe the following to good customer service

• Providing excellent service at all times

• Not giving the guests the impression
that serving their needs is a chore or
an imposition
• Not rushing service delivery as and
when it is required
Always observe the following to good customer service

• Enquiring “Is there anything else I can

do for you?”
• ”Finishing service delivery with
appositive statement: “It’s been a
pleasure”.
• Providing information to guests
• Assisting guests in public areas
Always observe the following to good customer service

• Smiling
• Handling complaints in a professional
manner
• Providing a safe and secure
environment
• Having excellent product knowledge
about the appliances, items, features
in guest rooms.
Handling Complaints
 Handling Complaints
• Stay calm.
• Take notes.
• Do not argue with the guest.
• The guest is always right.
• Listen attentively to the guest and
understand what exactly is wrong.
• Apologize for the convenience
caused.
 Handling Complaints
• Complaint has to be handled
positively and with empathy for
the guest.
• If the problem is out of your
authority, inform the floor
supervisor
• Remain pleasant at all times, but
do not smile when the guest is
complaining
 Handling Complaints
• Listen without interruption

• Know the correct procedure and

the establishment policy on
dealing with customer complaints

• Ask the guest how they would like

you to resolve the problem
 Handling Complaints
• Focus on the issue and don’t take
the complaint personally

• Apologize to the guest for any

inconvenience

• Advise your supervisor and get

their feedback as to how they feel
you handled the situation
Group Activity 1
Conduct a role-play activity in demonstrating
proper handling of requests and complaints.
 RUBRIC
- Clear and concise steps in handling - 50
the requests
- Effective communication strategies
- 50
______
100
Group Activity 2
Create a video-presentation in demonstrating
proper handling of requests and complaints.
Contents of this template
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Table of contents

01 02 03
What is it? Features Fun facts
You can describe the topic of You can describe the topic of You can describe the topic of
the section here the section here the section here

04 05 06
Formulas Activities Biography
You can describe the topic of You can describe the topic of You can describe the topic of
the section here the section here the section here
 Whoa!
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introduce yourself, write your email…
 01
What is it?
You can enter a subtitle here if you need it
Introduction to Arithmetic
Mercury is the closest planet to the Sun
and the smallest one in the entire Solar
System. Contrary to popular belief, this
planet's name has nothing to do with the
liquid metal. Mercury was, instead, named
after the famous Roman messenger god
Mercurius
Mercury takes a little more than 58 days
to complete its rotation, so try to imagine
how long days must be there! Since the
temperatures are so extreme, albeit not as
extreme as on Venus, Mercury has been
deemed to be non-habitable for humans
 02
Features
You can enter a subtitle here if you need it
Other complementary areas
Algebra
Mercury is the closest planet to
the Sun and the smallest one in
the Solar System—it’s only a bit
larger than the Moon
Geometry
Venus has a beautiful name and is
the second planet from the Sun.
It’s hot and has a poisonous
atmosphere
Calculation tools

Fingers Counting stick Rods

Mercury is the closest Venus has a beautiful name Despite being red, Mars is
planet to the Sun and the and is the second planet actually a cold place. It’s
smallest of them all from the Sun full of iron oxide dust
Arithmetic operations

Addition Subtraction
Mars is actually a very Venus has extremely
cold place high temperatures

Multiplication Division
Jupiter is the biggest Saturn is a gas giant and
planet of them all has several rings
History of arithmetic

Stone Age Ancient Age Ancient Greece

Mars is actually a very Venus has extremely high Neptune is the farthest
cold place temperatures planet from the Sun

Middle Ages Renaissance Today

Mercury is the closest Saturn is a gas giant with Jupiter is the biggest
planet to the Sun several rings planet of them all
Awesome
words
 “This is a quote, words full of wisdom
that someone important said and that can
inspire anyone who reads them”
—Someone Famous
 03
Fun facts
You can enter a subtitle here if you need it
A picture is worth a thousand
words
A picture always
reinforces
the concept
Images reveal large amounts of data, so
remember: use an image instead of a long
text. Your audience will appreciate it
 1202
This is the year in which Fibonacci, in his Liber Abaci, introduced the
decimal numbering system with Arabic numerals
 9h 55m 23s
Jupiter's rotation period

333,000
The Sun’s mass compared to Earth’s

386,000 km
Distance between Earth and the Moon
Relevance in today's arithmetic

25% 50% 75%

India China Greece

Mercury is the closest Venus has a beautiful name Despite being red, Mars is
planet to the Sun and the and is the second planet actually a cold place. It’s
smallest of them all from the Sun full of iron oxide dust
Computer mockup
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 04
Formulas
You can enter a subtitle here if you need it
Arithmetic around the world
Greece
Venus is the second planet
from the Sun

China
Mercury is the closest
planet to the Sun

India
Despite being red, Mars is
a very cold place
A correct mental calculation: steps

Venus is the second planet Despite being red, Mars is

from the Sun a very cold place

Mental picture Simplify

01 02 03
From left to right
Mercury is the closest planet
to the Sun
The Theorem of Prime Numbers

Gauss
Theorem

Mars Venus
Mars is a red planet Venus is a hot planet

Mercury Jupiter
Mercury is very small Jupiter is a gas giant
Use tables to represent data

Result 01 Result 02 Result 03 Result 04

Exercise 0.06 0.53 0.38 0.38

01
Exercise 0.11 9.4 0.53 0.78
02
Exercise 95.2 1.16 9.4 1.16
03
Graph: travel data exercise
Distance
Venus has very high
temperatures

Time
Mercury is the
smallest planet

Cost

Follow the link in the graph to modify its data and then paste the new Saturn is a gas giant
one here. For more info, click here with rings
Challenging questions

If we continue with the given arrangement, can you

find out how many grapes will be in the 10th row?

What will be the total number of grapes, if we

consider the arrangement up to the 10th row?
Complete the following exercises

A car has an average speed of 98 km/h in 3 hours. At what

Statement average speed must it go for the next 4 hours to average 110
Arithmetic km/h?
exercise 01
Solution

A painter can do a job in 3 hours, his son can do it in 5

Statement
Arithmetic hours, how long can they do it in if they work together?

exercise 02
Solution
Match the following

Question 01 Question 02 Question 03

Amanda likes to cut an apple Tom had 7 books in his We put 8 balls in 2 boxes.
into 6 pieces. backpack. He packed 11 Both boxes have the same
She cuts 7 apples… more books… number of balls…

Pieces she got after cutting How many books did he How many balls are in each
all the apples: take to school? box?
Complete with results

1-(-16+4)-19

3-(9×6-2)

36.42−1.1(44.56−9.26)
=
98-(118-27)

Mercury Venus
Mercury is the Venus has very high
smallest planet temperatures
Our Arithmetic specialists

Sofia Hill John Smith Kaliyah Harris

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