HOUSEKEEPING NCII

Objectives:
enumerate tips in handling guest request
demonstrate proper handling of guest request in
housekeeping
Appreciate the importance of proper handling guest
request
primary functions
Primary functions
Clean guest rooms
Clean public areas
Establish and maintain cleaning standards
secondary functions
Meet guest requests
Manage venue and guests laundry
Maintain linen stock control
Manage lost and found
Manage staff uniforms
Provide butler services
Manage floral arrangements
How are guest requests made?
Guest requests of the housekeeping department are
made:
Directly to room attendants or public area
cleaners
Over the telephone to housekeeping
Through another department
How should you manage guest
requests?
Do not argue with the guest
Listen carefully to the guest and understand what
exactly is wrong.
Have a log system in your place. Hand over to the
next shift un resolve problems
Apologize for inconvenience.
Find out exactly what the guest expects during the
request.
Never say ‘No’ to a guest request
(ask a colleague if you are not
sure if a request can be met).
Meet requests in a timely manner.
Use the guests name.
Be courteous and friendly.
Record request details and confirm with the guest.
If the problem is not your authority inform the
manager immediately.
Repeat the guest request back before ending the
call.
Tips in handling Guests request
Handle guests request with in 10 minutes
Use proper door knocking standards upon arriving
the guest’s room
Be prepare to handle situation like angry guest when
you arrive at the room
Inform the front desk staff by radio or cell-phone as
soon as you have completed the request
Guest should be keep inform on the development of
his/her request.
End