Procedural

requirements in
handling guests’
requests
related to
housekeeping
1.6 List down procedures in conducting
room check, turn down and make up
beds
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 Objectives:
A.) Discuss the procedures in taking requests andhandling complaints
from guest.
B.) Appreciate the importance of takingrequests and handling guest
complaints.
C.) Demonstrate proper handling of guests’requests in housekeeping.
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 WHAT COME’S TO YOUR MIND?
● How would you handle guest’srequests?
● Why is it important to ensuretimely delivery of items
requested by aguest?

These are only few questions a housekeeper must know

the answer to when dealing with guests’ requests. Guest
request must be handled properly to satisfy the guest.
This will not only make his stay pleasant but it will also
ensure repeated business.
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 ● Guest request in housekeeping couldbe items
or services like rollaway beds,additional
pillows and blankets, irons, hairdryer,
additional cleaning, additional roomsupplies
and lost property inquiries.

● Handling guest requests is a simple task,but

if you fail to follow all procedureproperly this
might lead to a biggerproblem.
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 CASE STUDY:
*Case no 1.
An angry guest rings tocomplain that there are
not enough towelsin the room.

*Case no.2.
An irritated guest complainthat his air-conditioned
is not working.
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 *PROCEDURES IN TAKINGREQUESTS AND
HANDLINGCOMPLAINTS FROM GUEST
1. Remember not to argue with the guest, rememberalso that
the guest is always right.
2.Listen attentively to the guest and understandwhat exactly is
wrong.
3.Have a log system in place. Make sure all requestsare written
and properly documented. Hand overto the next shift the
problem still unresolved.
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4.Apologize the inconvenience caused

 *PROCEDURES IN TAKING REQUESTS AND
HANDLING COMPLAINTS FROM GUEST
5. Find out exactly what the guest expects during the request. Make
sure you ask the rightquestions to deliver exactly what is expected.
6. Record the time for handling the request.
7. Rectify the situation if you can. There are some instances where
common sense will prevail but do not forget the standard
procedureof rectifying complaints.
8. Inform the manager of all complaints immediately, even if you
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have successfully resolved the situation.

 *PROCEDURES IN TAKINGREQUESTS AND
HANDLINGCOMPLAINTS FROM GUEST
9. Complaints need to be handled positively and with empathy for
the guest, aspiring for100% guest satisfaction.
10. If the problem is out of your authority,inform the manager or duty
manager.
11. Record all the details in guest call register – noting down any
request orcomplaint made by the hotel guest.
12. Repeat the request back to the guest before ending the call.
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 TIPS IN HANDLINGGUESTS
1. Handle guest requests within ten minutes.
REQUESTS
2.Use proper door knocking standards when arriving at the guest’s
room.
3.Be prepared to handle situations like angryguests when you arrive
at the room.
4.Inform the front desk staff by radio or as soon asyou have
completed the request.
5.Guest should be kept informed of thedevelopments of
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his/her request.
 Need to for items sent to the room
• Additional equipment in their room
• Valet or laundry service
• Additional bedding
• Extra tea, coffee, sugar and milk sachets
• Extra crockery or cutlery
• Vases
• Replacement items
• Extra bathroom guest supplies
• Additional items in compendium such as letterhead paper, envelopes,
postcards,
• pens, note paper
• Additional towels
• A power conversion board
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• Extra hangers
 Procedural Requirements in Handling Guest’s Request
Extra blankets, pillows, linen, on in 10 minutes
request
Electric iron and boarding good usable in 10 minutes
condition
Hard board in case of spring bed to be in 10 minutes
provided on request
Baby cots with drop sides and mattress in 10 minutes
in Rood, neat and clean condition
Roll-a-way bed with mattress for extra in 15 minutes
bed on information by Front
Of_x0002_fice
Babysitting service – arrangement to 2 hr. notice
provide guest with baby – sitter in
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Hot water bag/ ice bag/thermometer in 10 minutes

bed pan on request in 5 minutes
 Laundry and valet in 5 minutes
service preferably with
same day service –
attend calls
Request of drinking in 5 minutes
water
Bouquets on advance
notice
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 GROUP ACTIVITY: ROLE PLAYING
• Class will be divided into 2 groups and will
think of a scene showing on how to take
requests and to handle complaints from
guest, good for 5 minutes presentation.
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DONE !!!
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QUIZE
TIME!
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 IDENTIFICATION
_______1. Why should housekeeping staff avoid
phrases like "It's not my job" when responding to A.)Immediately
guest requests? B.)Inform the guest when assistance will be
_______2.Which action should housekeeping staff
prioritize when handling guest requests related to available
improving room servicing standards?
_______3.When should housekeeping staff respond C.)Seek out accurate information or pass on
to a guest's request for remedial service due to the request to the appropriate department
sub-standard cleanliness?
_______4.How should housekeeping staff handle a D.)Within 10 minutes of the request
guest request for cleaning up after an in-room party
or entertainment event? E.)To maintain a positive guest experience
_______5.What information should housekeeping
staff gather when a guest spills something on the
F.)Promptly assess and carry out the cleaning
floor and requests special room service? G.)Specific items or services requested and
_______6.When handling requests for additional
items or services not typically provided in the room, the agreed-upon time for delivery
what details should housekeeping staff note down?
_______7. What should housekeeping staff do if H.)The nature of the spill, what it was spilled
they cannot fulfill a guest request immediately? on, and the size of the spill
_______8. How should
_______9.Why is note-taking crucial when handling I.) To ensure all relevant details are recorded
guest requests in housekeeping?
accurately
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_______10.Which procedural requirement involves

providing extra blankets, pillows, linen, etc., within K.)Acknowledging the request promptly
a specific time frame?