provide room for guest.pptx HOUSEKEEPING

provide room for guest.pptx HOUSEKEEPING

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  • PROVIDE HOUSEKEEPING •SERVICES TO GUEST (HS) • Hotel House Rules, Housekeeper’s Skills, & • Housekeeping Department
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  What’s New • “Serviceand Room are commendable. Review of Dureen Kim Hotel 3 weeks ago. “We had a corner room with a pool view. Everything is at best including the staff that are always very helpful. Walking distance to a shopping center, restaurants and entertainments. Certainly our first choice of hotel in Manila and will be back here again. Stayed December 2014, travelled with family
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  Activity 1 • 1.Whathave you noticed in the online hotel review written by the guest above? Take note of the last statement of the guest which says “Certainly our first choice of hotel in Manila and will be back here again.” • 2. What do you think is the reason why the guest wants to go back in that hotel?
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  HOTEL HOUSE RULES •Hotel follows different approaches in giving the best service they can provide for their guests. Hotel house rules are designed to in still discipline among hotel staff, thereby ensuring guest satisfaction in terms of comfort, safety, and security.
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  1.Entry into aGuest’s Room • Housekeeper must knock twice, use the knuckles of his hand and say “housekeeping.” Upon entering the room, the housekeeper again announces “housekeeping” in case the guest did not hear him or her from outside the room
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  • Another thingthat a housekeeper must remember is to follow the floor rules for safekeeping at all times to build guests trust and satisfaction. If the “Don Not Disturb” sign hangs for a long time, the housekeeper should inform the supervisor so that any necessary further action may be taken.
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  Cleaning
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  Gifts and Tipping
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  Lost and Found •Lost and found items after a guest’s departure must be reported immediately to the floor supervisor.
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  1.Perishable items
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  2. Non-perishable items
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  3.Valuables
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  Activity 2 • Whatare the house rules in the
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  INTERPERSONAL AND INTRAPERSONAL SKILLSOF A GOOD HOUSEKEEPER • Interpersonal skills or people skills are the life skills we use in communicating and interacting with people while intrapersonal skills or personal 8 skills are the abilities and talents that exist within the individual, which aids him or her in problem solving.
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  INTERPERSONAL SKILLS • Abilityto manage conflict • Ability to solve problems • Ability to communicate clearly • Ability to listen • Being accountable for your actions • Demonstrate responsibility • Showing Appreciation • Flexibility
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  INTRAPERSONAL SKILLS • Adaptability-Beingable to manage and handle differences in opinions and always seeking win-win resolutions. • Self-awareness - • Self-management or self- development • Relationship management • Social awareness
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  PERSONNEL IN THE HOUSEKEEPING DEPARTMENT
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  BEDROOM AND BATHROOM AMENITIESIN A HOTEL • 1. King or queen size beds • 2. High grade premium pillow top mattress • 3. Premium quality linens • 4. Plush duvet • 5. Extra pillows • 6. Clothes hanger • 7. Bedside alarm clock • 8. Cordless telephone • 9. High-speed internet access • 10. High-definition flat screen televisions • 11. Desk and comfortable desk chair 12. Cable television channel 13. Mini-fridge 14. Iron and ironing board 15. Bedside telephone with note pad and pen 16. Safety deposit locker 17. Coffee maker 18. Telephone directory and service directory 19. Luggage scale 20. Printing of boarding pass for free
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  • Bathroom Amenities •1. Shampoo • 2. Conditioner • 3. Bath gel • 4. Lotion • 5. Toothbrush • 6. Hairbrush • 7. Comb 8. Shower cap • 9. Cotton swab • 10. Razor • 11. Shaving foam • 12.Scrub towel • 13. Hair dryer • 14. Hot and cold water • 15. Shoe mitts 16. Disposal bag 17. Shower cap 18. Toilet Tissue 19.Water Tumblers 20. Blade Dispenser
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  POINTS TO REMEMBERWHEN DOING CLEANING SERVICE TO A GUEST’S ROOM • • Clean in one direction. • • Clean from top down. • • Clean from farthest point out. • • Check for damage, if there is something that requires maintenance, or if a property is lost. • • Use correct equipment and cleaning agents to clean surfaces.
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  TAKING AND HANDLINGOF GUESTS’ HOUSEKEEPING REQUESTS • Why Do We Need to Know How to Handle Requests?
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  - • Handling arequest sounds simple enough. Doesn’t it? But it isn’t always easy. Our guests make many requests from us every day. We need to ensure that we provide the same level of service standards each time. Why? Because we must maintain request handling service standards that adhere to our Four Pillars of Service Philosophy
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  - • Our guestsexpect us to handle their requests in an appropriate manner for two main (obvious) reasons. 1. They are paying for us to handle their requests which is part of our service. It’s our JOB. • 2. They are unable to do things themselves. We need to show we CARE. By handling requests in a manner - “The staff here are VERY helpful - requests are handled professionally and promptly every time. I only have to ask for things once”.
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  Handling Requests Standards •A. Be in line with Offering Service standards • B. Listen to request without interruption • C. Acknowledge & clarify request by repeating back to Guest • D. Action request – either straight away or state what action will be taken – within specified time frame • E. Satisfaction of Guest is confirmed • F. Thank Guest