HOUSEKKEEPINGH

2. • PROVIDE HOUSEKEEPING
• SERVICES TO GUEST (HS)
• Hotel House Rules, Housekeeper’s Skills, &
• Housekeeping Department

3. What’s New
• “Service and 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

5. Activity 1
• 1.What have 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?

6. 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.

7. 1.Entry into a Guest’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

9. • Another thing that 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.

10. Cleaning

11. Gifts and Tipping

12. Lost and Found
• Lost and found items after a guest’s departure
must be reported immediately to the floor
supervisor.

13. 1.Perishable items

14. 2. Non-perishable items

15. 3.Valuables

16. Activity 2
• What are the house rules in the

17. INTERPERSONAL AND
INTRAPERSONAL SKILLS OF 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.

18. INTERPERSONAL SKILLS
• Ability to manage conflict
• Ability to solve problems
• Ability to communicate clearly
• Ability to listen
• Being accountable for your actions
• Demonstrate responsibility
• Showing Appreciation
• Flexibility

19. INTRAPERSONAL SKILLS
• Adaptability-Being able to manage and handle
differences in opinions and always seeking win-win
resolutions.
• Self-awareness -
• Self-management or self- development
• Relationship management
• Social awareness

20. PERSONNEL IN THE
HOUSEKEEPING
DEPARTMENT

22. BEDROOM AND BATHROOM
AMENITIES IN 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

23. • 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

24. POINTS TO REMEMBER WHEN
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.

25. TAKING AND HANDLING OF
GUESTS’ HOUSEKEEPING
REQUESTS
• Why Do We Need to Know How to Handle
Requests?

26. -
• Handling a request 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

27. -
• Our guests expect 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”.

28. 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