Initial traning for staff in housekeeping for better result. We provide this traning to enhance staff knowledge and communication too.

1. Basic Training for
Housekeeping Staff
FROM THE SAHAR PAVILION HOTEL
PRESENTED BY: RACHNA SHARMA

2. What is Housekeeping
Good Housekeeping means having no
unnecessary items about and keeping all
necessary items in their proper place.
A place for everything and everything in its
place.

3. Greeting of guest
On seeing a guest, the staffs are
greeting the guest depending on the
time of the day along with a smile
Use the guest name when known
According to the timing
“Good morning”
“Good afternoon”
“Good evening”

4. Answering guest queries
 Find out the exact details required, by listening carefully and noting it down.
 Ask appropriate questions about requirements.
 Confirm all the details back to the guest at the time of enquiry to ensure correct
information.
 Give the required information. If it is a matter which will take time, tell the guest-
specified time in which you are able to get back to him.
 All guest queries have to be listened to attentively and dealt immediately in a smiling,
courteous manner.
 Staffs have to take personal responsibility for the guest queries and get back to the
guest within the specified time.

5. Answer the Phone With Your Name
The first experience your guest has with your establishment is with
that initial phone call.
Always answer the phone "Thank you (or thanks) for calling the
____________, my name is ____________", followed additionally with
such possible phrases like
For example: "can i help you make a …………………" (this promotes
the concept of a reservation to them - perhaps they didn't know
they needed to make one or did nt think about it before) or with
a simple "how may I help you".

6. Grooming & Hygiene of staff
 All employees have to present themselves in a neat and tidy
manner constant with the physical environment they work
in.
 All employees should wearing company uniform on duty.
 Shower daily.
 Brush your teeth regularly
 Keep hair free of lice, dandruff.
 Do not chew gum, tobacco
 Wash hands regularly
 Gargle after smoking and have a breath freshener.

7. Nails and Uniform

8. Hair (Men) and Shoes

9. Taking messages in HK control Desk
 While taking a message the following procedure has to be followed:-
 Name of the person for whom the message is intended.
 Name of the person leaving the message.
 The contact number of the person leaving the messages.
 Date, Time, and Initials.
 Details of the Guest request / Messages.
 Request forwarded to Staff.
 Status of the request.

10. Enter the guest room
 Find out if the guest is in the room.
 Announce yourself before entering the guest room.
 In case the guest is wants you to come back later then, politely as the time for
Position the maids cart in front of the guest room.

11. Servicing of Occupied Rooms
 All occupied rooms are serviced twice daily and as and when requested by the
guest.
 Enter the room according to the procedure of entry to guestrooms.
 Clear the garbage according to the procedure of removal of garbage from
dustbins.
 Collect the soiled linen and throw in the linen bag.
 Make the bed, follow the bed making procedure.
 Perform dusting of the room.
 Clean Bathroom.

12.  All amenities are replenished in bathroom. (Maintain photograph for standard
amenity placement)
 After servicing the room following facilities function to be checked.
 Television
 All Telephones
 All Bulbs.
Servicing of Occupied Rooms

13. Servicing of vacant room:
 Room has to be spic and span at every given time.
 Knock the door.
 Switch on all lights.
 Open heavy and sheer curtains.
 Remove turn down service.
 Put bed cover.
 Do the dusting

14.  Mop bathroom flooring with disinfectant.
 Vacuum the carpet if necessary.
 Close sheer curtain.
 Heavy curtain should be half closed.
 Put of all the lights.
 Give final looks and shut the door.
Servicing of vacant room:

15. Servicing of vacant dirty room
 Vacant dirty rooms cleaned thoroughly and all used items/ amenities are
changed with fresh ones. Left guest items to be deposited at Housekeeping
control Desk.
 Knock and enter the room.
 All drawers and cupboards are checked for any lost and found of guest.
 All dustbins are cleared of garbage.
 Soiled linen to be removed.
 Bed is made according to procedure for bed making.
 Dusting of room is done.

16.  All glassware and Ashtrays have to be cleaned.
 All guest amenities in room have to be replenished.
 Bathroom is cleaned according to procedure.
 Replenished amenities in the bathroom.
 All items used by the previous guest are changed with fresh ones.
 All maintenances are noted and given to the Engineering department.
 Inform room status to the Housekeeping control desk.
Servicing of vacant dirty room

17. New session on coming week
 Preparing for Bed Making
 Cleaning tiles
 Cleaning mirrors
 Cleaning of drain
 Cleaning vanity and sink area
 General dusting Tips
 Lost and Found
 Pest control purpose and procedures

18. Thankyou for watching