Housekeeping Topic 4
Housekeeping Topic 4
Learning Objectives:
Introduction
This is the guests 'home away from home'. It is essential that that a guest is
able to enjoy their room in the same manner and with the same ease as they
would enjoy in their own house. The aim of housekeeping is to strive to
enable guests to access items as easily as in their own home. It is therefore
important that housekeeping staff maintain a professional level of integrity,
especially staff who clean rooms
A hotel cannot provide all the necessary items a customer may need inside
each and every room for a number of reasons:
• Extra tea, coffee, sugar and milk sachets – a common request where
the guests spend a lot of time in their room
Servicing of room
• A special room service where they have spilled something on the floor.
Repairs
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.
Housekeeping is often the department that operates the Lost and Found
facility for a venue because most Lost and Found items come from guest
rooms.
Handling complaints
Handling complaints Ensuring guest comfort may relate not just to issues
that can be handled quickly by housekeeping (such as rectification cleaning,
a replacement jug for one that’s not working or extra tea and coffee supplies)
but also handle or direct guest requests relating to:
• Poor views from the balcony Noisy pigeons outside the room which
stop guests getting to sleep
• Advertising that has created expectations that are not being met.
Given that housekeeping staff are usually very busy trying to achieve the
tasks set for them by the Executive Housekeeper on a daily basis (which are
essentially the servicing of departing and staying guest rooms), they must
still ensure they handle any requests from in-room guests in addition to
their allocated workload and do so in a polite and friendly manner, in
accordance with all relevant house policies and procedures.
If the room attendant cannot assist the guest immediately, they should at
least acknowledge the guest’s request and advise them when assistance will
become available
• Not giving the guests the impression that serving their needs is
chore/imposition
• Providing a safe and secure environment for the guests while they are
staying in the establishment.
• Smiling
• Handling complaints in a professional manner
• Providing a safe and secure environment for the guests while they are
staying in the establishment
For room attendant to provide excellent service, they must know the
importance of making guests feel safe, secure and welcome while they are
away from home.
• Remain pleasant at all times, but do not smile when the guest is
complaining
• Ask the guest how they would like you to resolve the problem
• Get the pronunciation right – if you are not sure you can do this, use
“Sir‟ or “Madam‟
• If you don’t know the guests name or have forgotten it address the
guest by “Sir‟ or Madam‟.
Most requests from guests for items for their room come about from:
Housekeeping not only services the needs of the guest. As the department
responsiblefor the cleanliness of a property, it is often called upon to handle
requests made by otherdepartments.Therefore, all departments will have
requests of housekeeping. Similar to dealing withrequests from guests, these
requests must be handled in a professional and timelymanner
Staff Uniforms
Provision of Supplies
Security
• Check rooms and floors for safety concerns
• Close storerooms
• Check actual status of a room – whether a guest has actually left the
room or if it is occupied
Any contact that housekeeping has with a guest has the potential for a
request to be made by the guest.
The reality is that guests rarely speak with housekeeping staff unless they
have a need to do so, so be aware of this and be ready to respond
appropriately.
Confirming what is needed the key to this is repeating back to the guest
what it is they have told you they want, using your establishment knowledge
to clarify any areas that are not clear.
This advice applies whether the request comes in person or over the phone.
• Guest name
• Room number
• Specifics of the request – type of item or service required, number
involved (where appropriate –6 wine glasses
• Time for delivery to the room that was agreed to.
It is always wise to confirm the details to save time, effort and guest
frustration if the wrong item or service is delivered. There may often be
communication difficulties caused by different languages, lack of local
knowledge, tiredness and unfamiliarity with the property
Activity Sheet 4
Topic 4. RECEIVING HOUSEKEEPING REQUEST