Scribd
Upload
6K views

Housekeeping Script

This document outlines housekeeping scripts for handling guest requests, complaints, and room service. It provides templates for housekeepers to use when interacting with guests to deliver towels or other items, clean rooms, and resolve any issues. The scripts guide housekeepers through the entire process, from greeting the guest to thanking them and ensuring their needs are met.

Uploaded by

Devhie Ann Arellano
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
6K views

Housekeeping Script

This document outlines housekeeping scripts for handling guest requests, complaints, and room service. It provides templates for housekeepers to use when interacting with guests to deliver towels or other items, clean rooms, and resolve any issues. The scripts guide housekeepers through the entire process, from greeting the guest to thanking them and ensuring their needs are met.

Uploaded by

Devhie Ann Arellano
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 2

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!

You might also like