What is a Valet Runner?

The valet runner offers valet services under the housekeeping department. He/She ensures
that all the guest’s needs are met, including unpacking and packing clothes, cleaning and
polishing shoes, etc. He may also be required or requested to run errands for the guests.

Duties and Responsibilities

Services can include, but are not limited to:

 Professionally and confidentially communicating

 Perform unpacking /packing guest luggage
 Cleaning and polishing shoes
 Check guest laundry and dry cleaning needs
 Repairing of clothes and other guest belongings
 Organizing guest activities and needs such as secretarial duties, restaurant
bookings, car hire, tours, specified purchases of gifts or other items
 Provision of concierge function
 Recommendations for dining and shopping
 Suggestions for transport and sight-seeing
 Options for tourism and leisure activities
 Acquisition of personal services
 Making, altering or confirming travel arrangements.

The Public Area Attendant keeps all lobbies and public facilities (such as lobby restrooms,
telephone area, the front desk, and offices) in a neat and clean condition.

Duties and Responsibilities:

 Cleans rooms, hallways and restrooms

 Cleans and maintains restaurants and banquet halls
 Sweeps carpets
 Empties ashtrays and urns
 Polishes furniture and fixtures
 Vacuums and polishes elevators
 Keeps the front of the hotel free from trash
 Cleans rugs, carpets and upholstered furniture using a vacuum cleaner, broom and
shampoo machine
 Washes walls and ceilings, moves and arranges furniture, and fixtures.
 Sweeps, mops, scrubs, waxes, and polishes floors
 Dusts and polishes metal work
 Maintains housekeeping carts
 Removes trash collected by room attendants
  Upkeeps responsibly all the equipment which he is using i.e., vacuum cleaner, trolleys,
scrubbing machine
 Maintains a time schedule for cleaning of his areas
 Performs spring cleaning of his area as per the schedule is given to them
 Enters into offices with appropriate authority for maintenance or other activities like pest
control, shampooing of carpet, etc.

The role of the laundry attendant is to issue uniforms and linen to staff according to systems and
procedures laid down by the hotel management. He/She also takes inventory and control
movement of soiled, damaged and fresh linen and uniforms.

Duties and Responsibilities:

 Issue linens and uniforms

 Check and count laundry items
 Sort laundry items for washing, pressing or dry cleaning
 Tag laundry items
 Check laundry items for stains and/or damage
 Perform necessary repairs
 Perform appropriate laundering process
 Perform correct packaging of laundered items
 Arrange the charging of the guest account and produce any necessary records

The role of the laundry attendant is to issue uniforms and linen to staff according to systems and
procedures laid down by the hotel management. He/She also takes inventory and control
movement of soiled, damaged and fresh linen and uniforms.

Duties and Responsibilities:

 Issue linens and uniforms

 Check and count laundry items
 Sort laundry items for washing, pressing or dry cleaning
 Tag laundry items
 Check laundry items for stains and/or damage
 Perform necessary repairs
 Perform appropriate laundering process
 Perform correct packaging of laundered items
 Arrange the charging of the guest account and produce any necessary records

The Room Attendant performs scheduled duties in cleaning and servicing of guest rooms and
baths.
Duties and Responsibilities

 Clean and store cleaning equipment properly

 Clean room according to operational standards
 Check operational readiness of all items
 Replenish guest supplies and room equipment
 Report room defects and damaged items
 Report suspicious items and situations
 Handle lost and found items
 Provide turndown service

guest may request items or services such as:

 Additional equipment – for equipment not usually provided in the guest room
 Valet or laundry service – which is quite common for guests staying long-term
 Additional bedding – if the quantity or quality of bedding provided is not enough for
the guest
 Additional coffee, tea, and sugar packets – one of the most common requests,
especially when the guest spends a lot of time in the room
 Extra crockery or cutlery – if the room features a kitchen or kitchenette
 Vases – for flowers delivered
 Replacement items for defective ones (hairdryers, toasters, electric jugs)
 Extra bathroom supplies (shampoo, soap, conditioner)
 Extra stationery items – notepads, envelopes
 Extra towels – especially when the establishment has a swimming pool
 Extra hangers – for clothes
 Power outlet converter/adaptor – sometimes electronic devices of foreign guests do
not match with the hotel’s power and socket types
 Ice and ice buckets

Servicing of Room

 Re-cleaning of a room – sometimes a guest will request for a repeat service if they
think the initial service provided is not to their liking
 Clean – up after a room party
 Special room service in case the guest spilled something

Repairs
  Repair or replacement of broken equipment – remote controls, broken lights
 Instructions for in-house equipment – for TV, DVD, air conditioner, lighting and heating
controls such as the water heater

Lost and Found

Sometimes guests will contact the housekeeping department for items they have found in
the room that does not belong to them or personal items that they might have left after
checking out.

The Housekeeping department is usually the assigned office in handling Lost and Found
items because these items are usually found in guest rooms.

Requests from Staff

Housekeeping does not only serve guests. It also caters to requests from other departments.
Though these requests are internal, housekeeping should try to comply with these requests in a
professional manner. Some common internal housekeeping requests are:

Cleaning
RECORDING HOUSEKEEPING REQUESTS

Every time a guest would make a request, always remember to repeat the details for
clarification. You may also extract more details from them, if necessary, to avoid complaints.

As an example, if a guest requests for towels, you need to clarify what type or size of the
towel is being requested.

There will also be instances when the guest will ask for recommendations. Remember to be
honest at all times so as not to disappoint the guest. Being truthful is better than their
expectations not being met.

Confirming and Noting Details of Complaints

Every time a guest would make a request, always remember to repeat the details for clarification.
You may also extract more details from them, if necessary, to avoid complaints.

As an example, if a guest requests for towels, you need to clarify what type or size of the towel is
being requested.

There will also be instances when the guest will ask for recommendations. Remember to be
honest at all times so as not to disappoint the guest. Being truthful is better than their
expectations not being met.

Noting Necessary Details

Never rely on memory alone, it is advised to always take down notes especially when the guest
has multiple requests.

Write down only what is relevant to the request as some unnecessary details might confuse you
and lead to a wrong delivery of item or service.

Taking notes or writing down details is advised both for face to face interactions and through
phone conversations with guests. A pen and a paper should always be placed beside the
telephone in the housekeeping office while housekeeping staff should always prepare themselves
for a possible guest interaction by bringing a pen and a small notebook with them.

When a guest is making a request, write down the following:

 Guest name
 Room number
 Specific details of the request – type of item or service, and quantity (if applicable)
 Time of delivery of item or service
Again, confirm to the guest the request details by repeating to them
what was written to your notes. This will save you time and effort and
will spare the guest from frustration if the wrong item or service is
offered.
Advising Guests on the Delivery of Identified Item/ Service

Timeline for complying with a guest request should always be reasonable and achievable. It
would be better if the guest agrees on the timeline set, however, sometimes guest’s
timelines are unrealistic. Obtain an agreement from the guest as much as possible, but
when you cannot agree on a timeline, deliver the item or service as soon as possible.

Always consider that you have other tasks for the day that needs to be done. It is always
good to make ‘under promise’ and ‘over deliver’. For example, when you informed the
guest that their request would be delivered in 5 minutes but it would actually take 10
minutes, the guest would be disappointed or frustrated with your service. In this instance, it
would be better to tell the guest that their request would be delivered in 15 minutes and then
deliver it in 10 minutes or less. This way, the guest would tend to be impressed with the
ahead of schedule response.

Don’t be pressured into promising a timeline that cannot be met. It would be better to
politely explain to the guest the reason why the requested timeline cannot be achieved.
Then, assure the guest that you will handle their request as quickly as possible.

 Cleaning of furniture, carpets, windows, floors, and bench surfaces

  Emergency cleaning – for unexpected cleaning requests
 Cleaning of staff changing rooms (or locker rooms)

Staff Uniforms

 Order and supply of staff uniforms

 Laundry of staff uniforms

Provision of Supplies
  Cleaning of linen for Food and Beverage Department
 Towels for the gym

Security

 Checking of rooms for safety concerns

 Checking of the guest room doors and emergency exits
 Participate in emergency evacuation procedures

Other Tasks
  Move room service trays from room to appropriate storage area
 Checking of mini bars for departing guests
 Checking of the actual status of rooms – if rooms are really occupied or not

As stated before, handling of other department’s requests must be done in a timely manner.
These requests are being made not for the benefit of the requesting department but for the guests.
Therefore, doing them is helping the establishment as a whole.

Advising Guests on the Delivery of Identified Item/ Service

Timeline for complying with a guest request should always be reasonable and achievable. It
would be better if the guest agrees on the timeline set, however, sometimes guest’s
timelines are unrealistic. Obtain an agreement from the guest as much as possible, but
when you cannot agree on a timeline, deliver the item or service as soon as possible.

Always consider that you have other tasks for the day that needs to be done. It is always
good to make ‘under promise’ and ‘over deliver’. For example, when you informed the
guest that their request would be delivered in 5 minutes but it would actually take 10
minutes, the guest would be disappointed or frustrated with your service. In this instance, it
would be better to tell the guest that their request would be delivered in 15 minutes and then
deliver it in 10 minutes or less. This way, the guest would tend to be impressed with the
ahead of schedule response.

Don’t be pressured into promising a timeline that cannot be met. It would be better to
politely explain to the guest the reason why the requested timeline cannot be achieved.
Then, assure the guest that you will handle their request as quickly as possible.
Advising a Guest of the Timeline
Instances When Agreement is Not Necessary
Usually, guests appreciate it when their request is supplied by a timeframe. The time frame is
added before asking the guest for any request:

Example:

“Certainly Ms. Palima, that’s 2 extra bottles of shampoo and 2 extra soap for Room 625. We’ll
deliver the items in 5 minutes. Is there anything else you need?”

By providing the timeline, the housekeeping staff shows that the request has been taken
seriously. This also sets the expectation of the guest. In the above example, the guest is expecting
for the items to be delivered in 5 minutes. The housekeeping staff must do his/ her best to deliver
the item within the promised time period. Disappointment and frustration form guests come from
unmet expectations.

In case the delivery of item or service would be adjusted, it is your duty to advise the guest
accordingly. Inform the guest immediately of the new timeline-what is already being done and
the reason why the timeframe is adjusted.

This way, the guest would also adjust his / her expectations. They may not even approve of the
new timeline but at least they are properly updated. Doing this will help improve customer
satisfaction.

If you cannot personally deliver a request made by a guest, ask for help from fellow staff.

Advising a Guest of the Timeline

Time Delays
Despite giving it your best, there will be instances when the time agreed to will not be met.

In this case, apologize to the guest and take the necessary action to reduce the time delay
as much as possible.

Examples of causes of time delays:

Below standard servicing of guest room – cleaning was not done properly and supplies
were not stocked

 A previous promise to deliver something is not fulfilled – a promise to replace a

broken light may not have been done. Either forgotten or the message to the
appropriate person has been lost.
 A time agreement is not met – an item could be out of stock or there is limited staff to
meet the agreed timeline.
  An item promised turned out to be unavailable and can’t be delivered to the guest as
promised.

In summary:

 Anything that fails to deliver a service as promised

 Anything that does not meet the expectations laid out to the guest
 Anything that fails to meet house service delivery standards
 Be quick to offer a sincere apology when a guest’s expectation is not met or the
housekeeping failed to meet the establishment’s standards.

Keys to Making Apologies

Every time there is a delay in the delivery of service, housekeeping staff must apologize.

In making apologies, the staff must be sincere but should not take a long time to do so.
Apologize for the lack of item or service and for the inconvenience it might have caused the
guest.

Tips:
  Never blame anyone when making an apology
 Never say bad things about the establishment

Establishments usually offer something to guests as compensation for any inconvenience it

caused them. Be sure to check your hotel’s policies regarding this.
The Need for Teamwork

On some requests, there would be a need for teamwork among housekeeping personnel or
other departments.

For example, a high volume of spillage in a room may be better dealt with two (2) Guest
Room Attendants rather than just one. This will speed up the time of cleaning and
disturbance to the guest.

Another example is when furniture has to be moved. This definitely requires a team effort in
lifting and moving the furniture.

Whenever you feel like you are unable to comply with a request by yourself, ask others for
help. Just keep in mind that you have to be willing and ready to help others as well.

Safety and Security

The safety and security of staff are just as important as the guests’.

If the guest looks annoyed, angry, upset or intoxicated while servicing a room, it is wise to
seek help from another staff.

The key point here is to let others know where you are headed.

While doing regular service of a room assigned to you, other staff members can easily
locate where you are because of the room assignment sheet. However, when you answer a
call to deliver an item or service to another room, it may be difficult for you to be located in
case you encounter an emergency.

A quick call to the housekeeping office or other staff members would suffice. Inform them of
your whereabouts or location such as the floor and room number and the time it would take
you to return.

Responsibility

Regardless if the request is assigned to another staff, you have to make sure that the
request is acted upon in a timely manner.

Monitor the progress of the request, and advise the guest of the progress once in a while
and inform the guest the expected time of completion.

After the request is done, it is a good idea to check on the guest if he/she is satisfied with
his or her request.
It’s not my job”

This is one of the phrases that should never be used by any hotel staff when responding to
guests’ request.

In the tourism/hospitality industry, it is always YOUR job to assist guests.

If the request being made is outside of your usual duties and responsibilities:

 Write down the details of the request and confirm it with the guest.
 Pass the details of the request to the appropriate person for proper action.

Never forward the guest to another person or department. It is important for the guest to
know that the establishment is taking action now rather than passing them around to
different offices.

Action is the key to responding to a request

After a request is received, it must be acted upon as soon as possible or within the
timeframe agreed with the guest.

The key to any request is to simply take action on the request.

Guests’ requests usually are not that complicated. You may just need to go to your trolley or
the housekeeping storeroom to pick up some items requested and then give it to the guest.
Passing on Requests

Some requests are already outside of your usual responsibilities. In these cases, the
relevant person must be notified of the guest’s request for proper action.

Important points:

 Pass on important details of the request like the name and room number of the
guest.
 Ensure that the person you are passing the request to understands the request.
Confirm if they have understood the request by asking them to repeat it.
 If there is a deadline agreed with the guest, emphasize this to the person you are
passing the request to.
 Always confirm from guest if the request has been delivered to their
satisfaction.

Requests for Information

Sometimes, it takes more time to provide information to guests than some other requests.

These can cover:

  Information on the products and services available to the guest.
 Use your own product knowledge about the establishment. If you are unable to
provide accurate information immediately, apologize to the guest and tell them you
will get back to them as soon as you know the information they need.
 Availability of services, hours, the location of meals, services and equipment – If
there are ice machines or water refilling stations available at the hotel, operating
hours of the spa, location of the restaurant etc.
 How equipment works – All Housekeeping staff are expected to know how every
equipment works in the guest room. However, there may be equipment outside of
the guest room that a guest might want to know about like gym equipment. In this
case, look for the relevant person and endorse the guest.
 Information about local attractions, activities, entertainment places and restaurants –
Although this is really part of the Reception of Concierge’s job.
 Guests might still ask you, because to them, you are the local person.
 In these situations:
 Never say that you don’t know and just leave the guest hanging. It is okay that you
do not know, your job is to help the guest know the answer.
 Again, never tell the guests that giving information is not your job.
 Never tell the guests to look up the information from the in-room information
compendium.
 Never make the guest feel like asking a question is a stupid thing to DO.

What items might be involved?

The items that may need setting-up could include:

 Table and chairs – for meetings or to assist with the provision of room service meals
 Internet connection
 Television
 DVD player
 Data projector
 Rollaway bed
 Baby crib/ cot
In-room Meetings

Guest rooms are sometimes rented by companies for their business needs like conducting
a meeting, presentations, or exposition of products. It would be the housekeeping
department’s job to move furniture and equipment around before these events take place.

Coordinate with the renting company for directions on how they want the room to be
arranged.

Elderly People

Sometimes, elderly people would have trouble using technology– based items in the guest
rooms.

It is important not to make them feel stupid while assisting them in using the equipment.
Take time to explain to them how to operate an equipment they are having trouble using.
Before leaving them, make sure they have already learned how to operate the equipment
by showing you how it is done

Remember to check on them after a while to see if they are still having trouble. This simply
shows your concern to the elderly guest and is clearly an example of excellent service.

Elderly people might also seek assistance for the following:

 Moving heavy items

 Getting items from high places
 Obtaining items from low places
 Getting a wheelchair
Rollaway or Extra beds and Baby crib/ cots

This is probably the least favorite tasks housekeeping staff likes to do.

They are difficult to move and set up which oftentimes result in injuries,

If possible, set them up in the guest rooms before the guest arrives so that you would no
longer disturb them when they arrive.

Tips:

 Be careful in setting up, watch your fingers

 Practice setting up the bed - it would be embarrassing for you and the establishment
if you will struggle to set up the bed in front of the guest.
 Follow the instructions
 Do not rush
 If setting up for the first time, have an experienced staff assist you and show you
how it is done
 May result to damage or theft
 To free up space in the room – guests may need the space in their room that is
occupied by the equipment
 To allow other guests to use the equipment who might need it

Tips:

 The arrangement to pick up the item should be made as a suggestion and not as a
requirement – the idea is to provide service and not limit the guest on the use of
items
 Guests should be advised to contact Housekeeping if they want an extension with
their loan
 In case it is already picking up time and the housekeeping staff who made the
arrangement with the guest is already off – duty, then another staff in the next
shift should be assigned to pick up.

Log Books

A record of items loaned should be kept in a log book.

It should include:

 Who the item was loaned to

 Room number of the guest
 When the item should be picked up
 Name of the staff who delivered the item
 Name of the staff who recovered the item
 Date of Delivery
 Date of pick up

Each time an item leaves and returns to the housekeeping department, the staff who
delivers or recovers the item should sign in the logbook.

Upon delivery of an item, the guest has to sign an On – loan items form (3 copies) front
office, guest, housekeeping,

Collect Items from guest rooms as required

Although most requests are items being taken to the room, there are requests which require
for items to be taken out of the room.

These items will be discussed in the succeeding sections.

Types of Items for Collection

As part of effective guest service, housekeeping staff may need to take items from the guest
room.
These items may include:

 Furniture, appliances, or amenities that are not used by the guest

 Housekeeping items left behind by staff
 Soiled linen, towels, bath maths that needs to be replaced
 Replacement items – anything that would replace a non-operational item
 Previously requested items that are no longer needed
 Guest items that require further action such as dry cleaning, repairs, etc.

Keys in Collecting Items

Being on time is important. If you agreed with the guest to pick up an item at a certain time,
the guest would of course be expecting you to arrive at the agreed time.

Guests might have arranged their schedules considering the pick-up time and this should
be respected. It is a big deal to make a guest wait and should be avoided. Guests can
become frustrated and leave them with a bad impression about the establishment.

The key is to arrive when you are supposed to.

In case you would be late:

  Arrange for someone else to pick up the item and make sure that they arrive on time
 Contact the guest and make an apology, then arrange for a new timeline
 Always notify the guest if you are going to be late
 If the item to be picked up is heavy, ask someone to help you carry the item or bring
a trolley

Upon your arrival to pick up the item:

 Knock on the door and announce “Housekeeping”

 Greet the guest by name
 Tell them why you are there – “I’ve come to pick up the …"
 Ask for permission to enter the room
 Thank the guest for their permission to do so
 Respect the privacy of the guest
 Pick up the item and walk to the door
 Make arrangements for a replacement item, where appropriate and a time for its
delivery
 Thank the guest again
 Depart the room.

Items and services that may be required

The guest may require any of the following items related to housekeeping:

Additional equipment in their room

 Rollaway or extra bed – usually stored in the housekeeping department, this bed is
portable and already made up
 Additional bedding
 Extra blankets – where these are requested, it is a good idea to advise the guest that
an extra blanket is provided in the wardrobe just in case they don’t know this
 Extra pillows – as above
 Extra towels:

1. Hand towels
2. Face washers
3. Bath towels
4. Floor mats

 Extra bathrobe
 Improvement in the servicing of room
 Room to be re-vacuumed
 Area to be re-cleaned
 Bed to be remade
 Items in compendium
 Extra stationery – determine what is needed and how many
 Bathroom supplies:
 1. Extra shampoo
2. Extra soap
3. Extra shower caps

 Items for beverage making(Extra tea, coffee, sugar and milk sachets)
 Extra crockery or cutlery
 Repair or removal of broken equipment
 Electrical water jug/kettle
 Hair dryer
 Toaster
 Iron and ironing board
 Light bulb changed
 Air conditioning/heating system fixe
 Instructions on how to work equipment
 Instructions on how to work entertainment equipment
 Instructions on how to work heating system
 Instructions on operating the in-room safe.

Keys to Providing Advice

As a rule of thumb, provide advice only if you can operate the equipment yourself.

It is a requirement for most establishments that their staff knows how to operate every piece of
equipment within the guest room or those they can loan to guests.

Some important aspects of providing advice:

 Explain the functions and operations of all aspects of the equipment that the guest wants to
know about – including what all the switches, knobs, buttons, and dials do. You may not need to
explain everything about the item, just what the guest wants to know.
 Ensure that operational safety and health procedures are also followed by guests
 Use simple words – avoid using technical terms
 Test the understanding of the guest by asking them simple questions about how to use the item.
Instructional sheets in different languages

Guests may not be familiar with the equipment in the room because:

 The maker or model is not the same they use at home

 The equipment of the hotel may be more technologically advanced
 Equipment may be controlled by a master in-room control panel
 Markings on the equipment is a different language

Regardless of the reason why the guest is not familiar with using the equipment, it is important
that housekeeping staff are able to clearly communicate to the guest the instructions in a way that
they understand.

One method used by establishments is through the use of instructions sheets in different
languages or use symbols that clearly show what to do in a particular equipment.

eys to Providing a Demonstration

Remember when providing demonstration

 Make sure that the guest can see you and the actions you are doing
 Show to the guest where the in-room instructions are. In case instructions are not
available in – room, bring it to the room and show to the guest while demonstrating
 Take your time – do not rush in explaining. You might need to explain things more
than once.
 Let the guest operate the equipment while you are there – it gives them confidence
with the assurance that you are there to assist
 Encourage guests to contact you in case they have questions
The Housekeeping staff demonstrating must ensure that the guest is competent in
operating the equipment. Guests might want to practice without you observing due to
embarrassment. Give space to the guest to practice operating the equipment and use your
judgment how much demonstration and instruction the guest requires.

tems

There are many items in the room, either readily available items or items that can be
delivered to the room. Some of these items may be:

 Technologically advanced items – computers, data projectors, internet access

 Mechanically advanced items – televisions, refrigerators, air conditioners

Although housekeeping staff should have basic knowledge on how to operate this
equipment, it is rare that a staff would have a sound knowledge of the inner workings of
every equipment and therefore not expected to demonstrate every aspect of the items.

Services

Guests may require information on events or activities in the local community of the
establishment. Since staff members do not necessarily come from the local community,
answering this in detail is not expected.

What is expected is at least a general knowledge of events and activities in the local
community.
Access “experts” to provide service

When guests need assistance that is not within your skills and knowledge, it is better to
seek the help of experts to provide further information and advice.

This must be done quickly and may require the expert to:

 Demonstrate to the guest personally what needs to be done or explain via phone
 Provide the information to a staff member and that staff member would then relay the
information to the guest
 Provide information by handing out instruction manuals, brochures, maps

How to Report Problems

Traditional ways of reporting these are:

 Verbally – personally or over the phone

 Completing a form – check with your own hotel since each has their own standard
forms
 If the establishment has an in-house maintenance department, the Supervisor will
have to contact them for repairs, if needed. The Supervisor is responsible for making
a judgment call on whether a broken item is for repair or replacement. The Executive
Housekeeper will be informed of the resolution of the problem.

Is the activity illegal or immoral?

How this topic is handled varies from establishment to establishment.

Establishments are generally not equipped to handle illegal activities and just report these
to the police.

Whether the activity is immoral or not is a different matter as this is not governed by local
laws and is bound to personal interpretation.
It is advised that Housekeeping will only monitor or watch out for illegal activities as
meddling with “immoral” acts of guests can be considered as an intrusion of the guest’s
privacy.

Consult with your supervisor to determine which activities should be reported or not.

Taking Action

If you happen to see a suspicious looking item or a suspicious occurrence in the vicinity of
the hotel, appropriate action must be done right away.

Appropriate action may be detailed in the standard Emergency Procedures of your hotel
which could be:

 Advise the supervisor, Head housekeeper or Executive housekeeper

 Inform security

Always follow your organization’s policies and procedures in dealing with such incidents, as
they can be dangerous

Examples of unusual item or situation:

 Unattended package left at a common area

 Bloodstained item
 A package left at a checkout room
 Weapon found in the room
 Drugs – or even packages that could have been used to carry drugs
 Explosives
 Evidence of drug use in the room
 Suspicious occurrences or people:
1. A nervous or anxious person in common areas
2. Unauthorized person in restricted area
3. Violent person
4. Loud voices and swearing

 Sounds that indicate damage is being done