3RD Quarter - Housekeeping
3RD Quarter - Housekeeping
3RD Quarter - Housekeeping
handling of
housekeeping
requests
Proper handling of housekeeping requests
Single: A room assigned to one person. May have one or more beds.
Double: A room assigned to two people. May have one or more beds.
Triple: A room assigned to three people. May have two or more
beds.
Quad: A room assigned to four people. May have two or more beds.
Queen: A room with a queen-sized bed. May be occupied
by one or more people.
King: A room with a king-sized bed. May be occupied by
one or more people.
Twin: A room with two beds. May be occupied by one or
more people.
Double-double: A room with two double (or perhaps queen)
beds. May be occupied by one or more people.
Studio: A room with a studio bed – a couch that can be
converted into a bed. May also have an additional bed
Types of Suites can include:
These rooms can contain their own spaces that require servicing such as:
bathroom, bedroom, lounge/living area, kitchen/kitchenette, balcony area
lobby or vestibule.
Types of Guest Requests:
There may be many times during a shift when the room attendant will
have to handle guest requests and the reasons can vary such as:
Need for item sent to the room which may not be part of the
amenities;
Additional equipment in their room – because they have needs
during their stay that are not accommodated by the normal in-room
items;
Valet or laundry service – common among long stay guests;
Additional bedding – where the existing bedding is unsuitable,
uncomfortable or insufficient;
Extra tea, coffee, sugar and milk sachets – a common
request where the guests spend a lot of time in their
room;
Extra crockery or cutlery – where the room features a
kitchen or kitchenette this is also a common request
especially where guests want to entertain in their rooms;
Vases – for flowers that have been delivered to them;
Replacement items such as hair dryers, toasters, irons
and electric jugs to replace items that are not working.
Extra bathroom guest supplies – another common request for long term
guests: guests with long hair often ask for extra shampoo and conditioner
Additional items in compendium – such as letterhead paper, envelopes,
postcards, pens, note paper
Additional towels – to accommodate extra showers or baths taken by the
guests: where the property has a swimming pool this is a common request
Extra hangers for clothes, extra pillows, extra blankets
Ice and ice buckets
Other forms of guest request are commonly for servicing of room and repairs
which needs immediate attention.
Servicing of room
If the room attendant cannot attend to the guest immediately, they should at
least notify the guest and advise them of the assistance they will give as soon as
they become available. It is important for the room attendant to get accurate
information about the request to satisfy the guest, or pass on the request to the
appropriate department (or Floor Housekeeper) for action and follow up.
The guest should always be told of how their request is to be dealt with and be
kept informed about the progress of the request.
Accepting housekeeping requests from staff
Cleaning
Cleaning duties - of items such as furniture,
carpets, equipment, windows, floors and bench
surfaces Cleaning of in-house facilities – including
public areas, change rooms and offices
Emergency cleaning – unexpected cleaning
requests
Cleaning and servicing of staff changing rooms.
Staff Uniforms
Provision of Supplies
Cleaning products, rags & equipment
Chemicals
Clean linen for F&B departments
Towels for gymnasiums.
Security
Check rooms and floors for safety concerns
Ensure guest room and emergency doors are shut
Close storerooms
Participate in emergency and evacuation procedures
Other tasks
Move room service trays from rooms or corridor to appropriate
store area
Check mini bars for departing guests
Check actual status of a room – whether a guest has actually left
the room or if it is occupied.
Guest Orientation on House Rules