COMPETENCY

BASED LEARNING
MATERIALS

Sector : TOURISM

Qualification Title : HOUSEKEEPING NC II

Unit of Competency : Provide Housekeeping Services to Guests
Module Title : Providing Housekeeping Services to Guests
HOW TO USE THIS COMPETENCY-BASE LEARNING MATERIAL

Welcome!
The unit of competency," Provide Housekeeping Services to
Guests ",is one of the competencies o f H o u s e k e e p in g N C II , a course
which comprises the knowledge, skills and attitudes required for a TVET
trainer to possess.
The module, Providing Housekeeping Services to Guests,
contains training materials and activities related to identifying learner’s
requirements, preparing session plan, preparing basic instructional
materials and organizing learning and teaching activities for you to
complete.
In this module, you are required to go through a series of learning
activities in order to complete each learning outcome. In each
learning outcome are Information Sheets, Self-Checks, Task Sheets
and Job Sheets. Follow and perform the activities on your own. If you
have questions, do not hesitate to ask for assistance from your
facilitator.
Remember to:

 Work through all the information and complete the activities in

each section
 Read information sheets and complete the self-checks. Suggested
references are included to supplement the materials provided in
this module.
 P e r f o r m the Task Sheets and Job Sheets until you are
confident that your outputs conform to the Performance
Cri ter ia Checklist that follows the sheets.
 S u b m i t outputs of the Task Sheets and Job Sheets to your
facilitator for evaluation and recording in the Accomplishment
Chart. Outputs shall serve as your portfolio during the
Institutional Competency Evaluation.
 When you feel confident that you have had sufficient practice,
ask your trainer to evaluate you. The results of your assessment
will be recorded in your Progress Chart and Accomplishment
Chart.
You must pass the Institutional Competency Evaluation for this
competency before moving to another competency. A Certificate of
Achievement will be awarded to you after passing the evaluation.
You need to complete this module before you can perform the next
module, cleaning and preparing rooms for incoming guests
HOUSEKEEPING NC II
 List of Competencies

No. Unit of Competency Module Title Code

Basic Competencies

Participate in workplace Participating in workplace 500311105

1.
communication communication

Working in a team 500311106

2. Work in a team environment
environment

Practice career Practicing career 500311107

3.
professionalism professionalism

Practicing occupational
Practice occupational health 500311108
4. health and safety
and safety procedures
procedures

Common Competencies

Developing and updating Developing and updating TRS311201

5.
industry knowledge industry knowledge

Observe workplace hygiene

6. Observe workplace hygiene procedures TRS311202
procedures

Perform computer TRS311203

7. Perform computer operations
operations

Perform workplace and safety Perform workplace and TRS311204

8.
practices safety practices

Provide effective customer Provide effective customer TRS311205

9.
service service

Core Competencies
Provide Provide
Housekeeping Housekeeping TRS5123111
10.
Services to Guest Services to Guest
 Clean and prepare Clean and prepare
11 rooms for incoming rooms for incoming TRS5123112
guests guests

12. Provide Valet/Butler TRS5123113

Provide Valet/Butler Service
Service

Laundry linen and guest Laundry linen and guest TRS5123114

13.
clothes clothes
Clean public areas, Clean public areas,
facilities and facilities and TRS5123115
14.
equipment equipment

Deal with/Handle intoxicated Deal with/Handle TRS5123122

15.
guests intoxicated guests

Note: The whole row of the module should be bold-faced and italicized to emphasize
that it is the competency discussed in the module.
 MODULE CONTENT

QUALIFICATION TITLE : HOUSEKEEPING NC II

UNIT OF COMPETENCY : Provide Housekeeping Services to Guest

MODULE TITLE : Providing Housekeeping Services to Guest

NOMINAL DURATION : 30hrs

Introduction

This unit of competency deals with the skills and knowledge

required to provide a range of general housekeeping services to guests.

LEARNING OUTCOMES:

Upon completion of this module, you MUST be able to:

1. Receive housekeeping requests
2. Provide/ Service housekeeping requests
3. Provide advice to guest
4. Liaise with other departments

ASSESSMENT CRITERIA:

1. Guest/staff housekeeping requests and service delivery are accepted

and recorded in accordance to enterprise policies and procedure.
2. Details of requests made are confirmed and noted in accordance with
enterprise procedures
3. Apologies are made when a request has arisen from a delayed delivery of
service
4. Request not related to housekeeping are referred to appropriate
department.
5. Identified service/item is obtained through liaison with other staff in
accordance with enterprise procedures
6. Required items are located and delivered to guest room in accordance
with enterprise procedures
7. Equipment is set up in guest room in accordance with the request of the
guest
8. Requested items are removed from guest rooms in accordance with
enterprise procedures.
9. Guest is advised on services and items available through housekeeping
department
10. Guest is advised on use of items delivered to guest room
11. The proper use of delivered item to the guest room is demonstrated to
guest
12. Liaise with other staff and department to provide support services
13. Equipment malfunction is reported to appropriate personnel in
accordance with enterprise procedures
14. Management is advised on dangerous or suspicious circumstances in
accordance with enterprise procedures.
15. Other departments are updated on the status of service requests
LEARNING OUTCOME NO. 1

RECEIVE HOUSEKEEPING REQUEST

Contents:

1. Housekeeping and Front Office forms

2. Codes and regulations
3. Handle queries through telephone, fax machine, internet and e-mail
4. Interpersonal skills: Communication and listening skills
5. Upselling and selling techniques

Assessment Criteria

1. Guest/staff housekeeping requests and service delivery are accepted

and recorded in accordance to enterprise policies and procedure.
2. Details of requests made are confirmed and noted in accordance with
enterprise procedures
3. Apologies are made when a request has arisen from a delayed delivery
of service
4. Request not related to housekeeping are referred to appropriate
department.

Conditions

Students/trainees must be provided with the following:

Equipment Materials/ Supplies

Telephone Pen and paper
Computer Housekeeping/ FO forms
guest room (complete and operating manuals
operational laboratory)
room supplies and amenities
brochures and rates
CBLM

Assessment Method:

1. Interview (oral/ questionnaire)

2. Observation
3. Demonstration of Practical Skills
4. Written examination
 Learning Experiences

Learning Outcome 1

RECEIVE HOUSEKEEPING REQUEST

Learning Activities Special Instructions

Read and understand carefully the information
sheet. Check yourself by answering the Self-
Read Information sheet
Check. You must answer all questions correctly
1.1-1 on LO1 Receive
before proceeding to next activity
Housekeeping requests
Self-check 1 Check yourself by answering Self-Check 1.1-1.
You must answer all questions correctly before
Answer Self-check 1.1-1
proceeding to the next activity. Refer your
answers to with the answer key 1.1-1
Perform Task Sheet 1.1- Identify and demonstrate properly the task and
1 job sheet. Refer to the performance criteria
checklist to guide you and help you evaluate your
Perform Performance
work as you are practicing your skill. When you
Criteria 1.1-1
are ready, perform the task and job with your
Perform Job sheet 1.1-1 trainer for final evaluation and recording
Perform Performance
Criteria 1.1-2
After doing all activities, proceed to the next
learning outcome on providing/servicing
housekeeping requests
 Information Sheet 1.1-1

Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:

1 Identify the different types of guest requests

2 Infer the important information in receiving a request
3 Demonstrate the proper way of receiving a request
4 Record the guest request

In LO1 of the Module on Providing Housekeeping Services to Guest, you

will learn to identify different types of guest requests used in providing
housekeeping services to guest, the important information in receiving a
request, demonstrate the proper way of receiving a request and record the
guest request when doing such activity.

Definition of Terms:
HOUSEKEEPING – The maintenance of a house or domestic establishment.
PROCEDURE- A particular course or mode of action
REPAIR- To restore to a good or sound condition after decay or damage
REQUEST- The act of asking for something to be given or done, especially as
a favour or courtesy; solicitation or petition
PROVISION OF SUPPLIES- Providing housekeeping items including
equipment, cleaning products and cloths

Accept housekeeping requests from Guest

Housekeeping is an important area in any accommodation property. Most
people see housekeeping as simply ‘cleaning guest rooms’ but from an
operational perspective there is a lot more to housekeeping than just that.
The role of housekeeping is to ensure the comfort and safety of guests whilst
they are staying at a hospitality organization. This is the guest’s 'home away
from home'. It is essential that a guest is able to enjoy their room in the same
manner and with the same ease as they would enjoy in their own house.
The aim of housekeeping is to strive to enable guests to access items as easily
as in their own home. It is therefore important that housekeeping staff
maintain a professional level of integrity, especially staff who clean rooms.
Housekeeping staff must have high levels of integrity, honesty and discretion
as a guest needs to feel that what takes place or what is left in their room
must be safe and remain confidential.
Understandably an accommodation room is considerably smaller in size
than the customer's normal residence and therefore items that they
may need might not be in immediate access.
 A hotel cannot provide all the necessary items a customer may need inside
each and every room for a number of reasons:
 The room size is too small
 It would become cramped for space
 Not all customers need all items
 The capital outlay for a business would be considerable
 It reduces the chance of damage and theft.
Therefore it is vital that housekeeping are able to get a requested item to a
room in the shortest possible time.

Types of accommodation properties

The items included in a room or upon request differ depending on the type
of accommodation provided.
Housekeeping requests by guests can be made across a range of
accommodation properties for a wide variety of reasons.
A housekeeping department exists in any
property that offers in-house accommodation.
Housekeeping departments operate within:

 Hotels, motels and clubs

 Resorts, chalets and hostels
 Passenger ships and trains
 Serviced apartments.

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.
Need for item sent to the room

A guest may request services or products such as:

 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

 A power conversion board – to adapt their electrical equipment to the
power supply of the venue: common where the property caters to some
international guests
 Ice and ice buckets.
Servicing of room

 Rectification cleaning - guests may request an improvement in the

servicing of room. They require housekeeping staff to provide remedial
service to the room when the original room service is deemed by the guest
to be sub-standard
 Clean-up after an in-room party or entertainment
 A special room service where they have spilled something on the floor.

Repairs

 Repair or removal of broken equipment – such as controls for the TV, DVD
player, air conditioner, broken bedside lights,
free-standing lamps
 Instructions to enable them to work
equipment – such as the TV, in-room safe,
lights (especially where room cards are
needed to activate the power to a room),
heating and cooling

Lost and Found

Guests may also contact housekeeping when making a Lost and Found
enquiry. They may have found an item in a room they have just been
roomed in or they may contact housekeeping after they have departed to
enquire about something they have lost.
Housekeeping is often the department that operates the Lost and Found
facility for a venue because most Lost and Found items come from guest
rooms.
Handling complaints

Ensuring guest comfort may relate not just to issues that can be handled
quickly by housekeeping (such as rectification cleaning, a replacement jug
for one that’s not working or extra tea and coffee supplies) but also handle
or direct guest requests relating to:

 Noisy people in the room

next doors
 Poor views from the
balcony
 Noisy pigeons outside the
room which stop guests
getting to sleep
 Noisy elevators near the
room
 Lack of facilities in the
room
 Quality of facilities that is
below guest expectations
 Advertising that has
created expectations that are not being met.

In most cases housekeeping may not be able to rectify these complaints

personally, but they should ensure the appropriate person is contacted in a
timely manner.

Handling guest requests promptly

Given that housekeeping staff are usually very busy trying to achieve the
tasks set for them by the Executive Housekeeper on a daily basis (which are
essentially the servicing of departing and staying guest rooms), they must
still ensure they handle any requests from in-room guests in addition to
their allocated workload and do so in a polite and friendly manner, in
accordance with all relevant house policies and procedures.
If the room attendant cannot assist the guest immediately, they should at
least acknowledge the guest’s request and advise them when assistance will
become available.

There may also be times when a guest

makes a request and the room attendant
cannot provide an immediate answer as to
whether or not the request can be fulfilled.

In such instances, the room attendant

should seek out accurate information to
satisfy the guest’s requests, or pass on the
request to the appropriate department (or
the Floor Housekeeper) for action and follow
up.

The guest should always be told of how their request is to be dealt with and
kept informed about the progress of the request.
The basis for providing excellent levels of customer service in
housekeeping

In order to ensure the comfort and wellbeing of guests, housekeeping must

develop a good relationship with guests.

This can be achieved by:

 Good personal presentation – as determined by house requirements that

apply to uniforms and personal hygiene
 Greeting guests by name when known
 Providing excellent service at all times
 Not giving the guests the impression that serving their needs is a
chore/imposition
 Not rushing service delivery as and when it is required
 Enquiring “Is there anything else I can do for you?”
 Finishing service delivery with appositive statement: “It’s been a pleasure”
 Providing information to guests (about the
property, the local area, tourist attractions,
transport, local customs, currency etc) –
 and not just providing service in terms of specific
housekeeping duties
 Assisting guests in public areas (such as the
corridors of their floors or in lifts) or in-room when
they see them struggling with their luggage. The
assistance may simply involve offering to call a
porter to assist
 Smiling
 Handling complaints in a professional manner

 Providing a safe and secure environment for the

guests while they are staying in the establishment
 Respecting the guest’s need for confidentiality and
privacy
 Having excellent product knowledge about the appliances, items, features
in guest rooms.

For room attendant to provide excellent service, they must know the
importance of making guests feel safe,
secure and welcome while they are
away from home.

Handling guest complaints

Unfortunately, even with the best of

intentions, things can sometimes go
wrong and result in a guest complaint.
As identified before, some requests are
in fact complaints.

The following are guidelines to assist in

dealing with a customer complaint:

 Remain pleasant at all times, but do not smile when the guest is
complaining
 Listen without interruption
 Know the correct procedure and the establishment policy on dealing with
customer complaints
 Ask the guest how they would like you to resolve the problem
 Focus on the issue and don’t take the complaint personal
 Apologize to the guest for any inconvenience
 Advise your supervisor and get their feedback as to how they feel you
handled the situation.

Use guest name where possible

When dealing with a guest’s request, the room attendant should

acknowledge the guest by addressing them by their name, if appropriate and
possible.

It is said that a person likes nothing better than to hear the sound of their
own name.

Using the guest’s name is an excellent way of personalizing the service and
showing that the individual guest is valued.

Make sure however that you follow any house policies that might apply to
the use of guest’s names.
These usually reflect generally applicable standards of courtesy, such as:

 Avoid using first names – only use last names

 Never use nicknames
 Get the pronunciation right – if you are not sure you can do this, use ‘Sir’
or ‘Madam’
 If you don’t know the guest’s name or have forgotten it address the guest
by ‘Sir’ or ‘Madam’.

How will I know the guest’s name to begin with?

Most requests from guests for items for their room come about from:
 A phone call to housekeeping from the guest
 A face-to-face conversation with the guest as they are walking down the
corridor and see you cleaning rooms.
In either situation they usually begin the
conversation by identifying themselves and the
room they are staying in – “Hi, I’m Greg Jones
from 377. I was wondering if you could …”

This provides the perfect opportunity to find

out the guest’s name but you have to be alert
to the possibility it is going to happen and be
ready to listen for it and remember it.

If you forget the guest’s name it is easy enough

to find out a name from the internal rooming
system using the room number as the basis for
the search: where there is more than one person
in the room (for example, a twin room may have
2 males or 2 females) and you are not sure who
is who, use ‘Sir’ or ‘Madam’.

Accept housekeeping requests from staff

Housekeeping not only services the needs of the guest. As the department
responsible for the cleanliness of a property, it is often called upon to handle
requests made by other departments.

Therefore all departments will have

requests of housekeeping. Similar
to dealing with requests from
guests, these requests must be
handled in a professional and
timely manner.

Repairs

 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

 Order and supply of staff uniforms

 Providing laundry service – many properties operate their own on-premise
laundry whilst other venues will use the services of an outside commercial
laundry. Most staff uniforms will be cleaned through the housekeeping
department.

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.

As mentioned, when handling requests

made by staff, they must be handled in a
timely manner. These requests are made to help provide a better experience
for guests and must be treated seriously. All staff members are part of a
team, each with a role to play. Housekeeping has many requests for other
departments and would also expect their requests to be handled in an
efficient manner.
Record housekeeping requests according to enterprise requirements

Any contact that housekeeping has with a guest has the potential for a
request to be made by the guest.
The reality is that guests rarely speak with housekeeping staff unless they
have a need to do so, so be aware of this and be ready to respond
appropriately.
Confirm and note details of the request
Confirming what is needed

The key to this is repeating back to the guest what it is they have told you
they want, using your establishment knowledge to clarify any areas that are
not clear.

For example, if a guest phones and says they

want more towels, you need to determine what
size towels they want. If the guest tells you they
have spilled something in their room and want it
cleaned up, you should ask the nature of the
spill (what was spilled, what it was spilled on,
and how big the spill is) so you can prepare for
what is needed.

Sometimes the guest will ask questions about

what is available to suit their need, so you need
to respond accurately and honestly to these
questions. It is important that honesty is used so
that you avoid creating false expectations in the
mind of the guests.

Noting details of what is needed

The key to this is to not rely on your memory but rather to write down the
relevant details.

This advice applies whether the request comes in person or over the phone.
There should always be note paper and a pen near the phone in the
housekeeping department and a room attendant should always have a
notebook and pen as standard items when they are working.

When a guest makes a request simply write down:

 Guest name
 Room number
 Specifics of the request – type of item or
service required, number involved (where
appropriate – ‘6 wine glasses’)
 Time for delivery to the room that was
agreed to.

It is always wise to confirm the details to save time, effort and guest frustration
if the wrong item or service is delivered. There may often be communication
difficulties caused by different languages, lack of local knowledge, tiredness
and unfamiliarity with the property.

Advise on time for provision/delivery of identified service or items to

guest room

After a request has been received, recorded and confirmed, you should
provide the guest with an estimated timeframe as to when the request will
be met.

Keys to agreeing on a timeline

The timeframe for meeting any guest request

must be reasonable and achievable.

It is best if the guest agrees that the time given

by you is agreed to by them, but sometimes they
place unrealistic timelines that simply can’t be
met. Obtain agreement where possible and
where you can’t, do your best and be as quick as
you can.

Remember you will probably have other tasks to

do and other guest needs to provide so the
Golden Rule is ‘Under-promise and over-deliver’.

For example, if you tell the guest the item or service they have requested will
be there in 5 minutes and it actually takes 10 minutes they will be
disappointed and annoyed. If you promise the item in 10 minutes and have
it there in 5 minutes, they will tend to be impressed with your fast response.

Never allow yourself to be forced or intimidated into a timeline that you

know can’t be met. It is far better to politely explain this timeframe cannot
be met, explaining the reasons why, where applicable, and re-assuring the
guest you will act as quickly as possible.

Sometimes you don’t need agreement

In many cases where a guest makes a request for additional room servicing
requirements, they are happy to be informed “Certainly, Mr Adams. That’s
half-a-dozen extra teas, coffees, sugars and milk for Room 583. I’ll be there
in 5 minutes with those for you. Is there anything else I can do for you?”

By supplying this timeframe, the room attendant is showing that the request
has been taken seriously, and is giving the guest an expectation about the
service to be provided. The 5 minute timeframe may also take into account
other things the room attendant has to do both to finish their allocated work
and meet the unexpected guest request.
However, should this timeframe change for any reason, the room attendant
must inform the guest of the progress being made with their request and
supply the guest with a new revised timeframe, and the reason for the
change in time.

By doing this, the guest will then be able to adjust their

expectations: they may not like the revised timeframe
but at least they are aware of it (and can plan
accordingly) and know that something is being done to
satisfy them.

This will help ensure greater customer satisfaction.

If you personally are unable to action a request for

guest service that you agreed to, make an attempt to
see if someone else can assist. This may mean asking
another room attendant, a porter or a room service
person.

Time delays

 Examples of breakdown in providing housekeeping services to rooms

o Sub-standard servicing of the guest room when the room was prepared
o A previous promise to deliver a service may not have been fulfilled
o The room attendant failed to notify the Floor Housekeeper as to a room
with a ‘Do Not Disturb’ sign at the end of the shift thus the room had
not been serviced.
o A promise to deliver something to a certain room at a certain time may
have not been met.
o An item that was promised to a guest turns out to be unavailable and
cannot be supplied as promised.

In essence, anything that:

 Fails to deliver the service that either we

promised
 Fails to deliver the service the guest expected
 Fails to meet house service delivery standards.

can be said to be a breakdown in service delivery and

should be apologized for.
Keys to making apologies

Where there has been a delay you must apologies for this. You must be
sincere in your apology but also brief. You must make sure you apologies
not only for the lack of service or item that wasn’t delivered but you must
include an apology for any inconvenience that has been caused.

The apology should never:

 Blame anyone else

 Discredit the establishment
 Commit the establishment to making some form of recompense or
compensation.

Summary

Receive housekeeping requests

Accept housekeeping requests from guests:

 Types of accommodation properties
 Types of guest requests
 Handling guest requests promptly
 The basis for providing excellent levels of customer service in
housekeeping
 Handling guest complaints
 Use guest name where possible
Accept housekeeping requests from staff:
 Types of staff requests
Record housekeeping requests according to enterprise requirements:
 Confirm and note details of the request
Advise on time for provision/delivery of identified service or items to guest
room:
 Keys to agreeing on a timeline
 Sometimes you don’t need agreement
 Time delays
 Keys to making apologies
 Self- Check 1.1-1

I. IDENTIFICATION:
1. It is a particular course or mode of action
2. The act of asking for something to be given or done, especially as a favor
or courtesy; solicitation or petition
3. It is the maintenance of a house or domestic establishment.
4. A type of guest request wherein to restore to a good or sound condition
after decay or damage.
II. ENUMERATION:

1. Types of housekeeping requests guests

2. What are the types of housekeeping requests staff?
3. What are the processes of informing guests if there is a delay?
4. How to handle guest complaints?

III. ESSAY:

1. Why does the housekeeping named as “home away from home”?

2. How to record housekeeping requests
 Answer Key 1.1-1

I. IDENTIFICATION

1. Procedure
2. Request
3. Housekeeping
4. Repair

II. ENUMERATION

1. Types of housekeeping requests guests:

 Need for item sent to the room

 Servicing of room
 Repairs : Repair or removal of broken equipment
instructions to enable them to work equipment
 Lost and found
 Handling complaints

2. Types of housekeeping requests staff:

 Repairs : Cleaning duties of each item such as furniture, carpets,

equipment, windows, floor, and bench surfaces

Cleaning of in-house facilities including public areas,

change rooms, and offices

 Staff Uniforms
 Provision of Supplies
 Security
 Other tasks: Move room service trays from rooms or corridor to
appropriate store area

Check mini bars for departing guests

3. Processes of informing guests if there is a delay:

 Apologize where there has been delay

 Sincere in your apology but brief
 You must make sure you apologize not only for the lack of service or
item that wasn’t delivered but you must include an apology for any
inconvenience that has been caused.
  The apology should never:
o Blame anyone else
o Discredit the establishment
o Commit the establishment to making some form of
recompense or compensation.

4. Handling complaints:
 Remain pleasant at all times, but do not smile when the guest is
complaining
 Listen without interruption
 Know the correct procedure and the establishment policy on dealing
with customer complaints
 Ask the guest how they would like you to resolve the problem
 Focus on the issue and don’t take the complaint personal
 Apologize to the guest for any inconvenience
 Advise your supervisor and get their feedback as to how they feel you
handled the situation.

III. ESSAY

1. They can able to enjoy their room in the same manner and with the same
ease as they would enjoy in their own house.

2. - Confirm and note details of the request

- Noting details of what is needed
 TASK SHEET 1.1-1
Title : How to acknowledge/welcoming the guest

Performance Objective : Given the complete materials and functional

facility, you should be able to know the proper steps on how to
acknowledge/welcoming the guest.
Supplies/Materials : Pen and paper, Housekeeping/ FO forms,
operating manuals, CBLM, room supplies and amenities
Equipment : Telephone, Computer, guest room
(complete and operational laboratory), roll-away beds/ cots, adaptors,
wires and cables
Steps/Procedure:

1. As soon as the guest enters, acknowledge his presence by greeting

“Good morning, afternoon, etc”.
2. If possible, greet them by their name using prefixes like Mr., Mrs.
Atty., etc. if you know them.
3. Never use their first name.
4. If the guest is a repeat guest, say “I’m glad to see you again.” It is
friendly.
5. Never say “I haven’t seen you for a long time.” It is nagging.

Assessment Method:
Questioning, Practical demonstration/direct observation, portfolio
evidence and interview
 Performance Criteria Checklist 1.1-1

CRITERIA
YES NO
Did you….
1. Stand straight, stay alert with good spirits
2. Acknowledge the guest as he/she enters by their name
using prefixes.
3. Staff perform consistently at the same standard
4. Eye contact and smile
5. Actively say ‘Thank you’, ‘Goodbye’ and ‘Welcome back’
to guests before their departure
 JOB SHEET 1.1-1
Title : RECEIVE HOUSEKEEPING REQUESTS

Performance Objective : Given the complete materials and functional

facility, you should be able to identify the proper steps of receiving
housekeeping requests.
Supplies/Materials : Pen and paper, Housekeeping/ FO forms,
operating manuals, CBLM, room supplies and amenities
Equipment : Telephone, Computer, guest room
(complete and operational laboratory), roll-away beds/ cots, adaptors,
wires and cables
Steps/Procedure:

1. Gather needed supplies/materials as well as the equipments.

2. Identify the different types of guest/staff requests.
3. Explain the procedure and encourage the person to participate as
appropriate.
4. The room attendant should acknowledge the guest by addressing
them by their name, if appropriate and possible.
5. Write down the guest name, room number, specifics of the
request – type of item or service required, number involved (where
appropriate – e.g. ‘2 glasses’) and the time for delivery to the room
that was agreed upon.
6. To clarify details of the request, the key is to repeat back to the
guest what it is they have told you they want.
7. Enquiring “Is there anything else I can do for you?”
8. Finishing service delivery with appositive statement: “It’s been a
pleasure”
9. Assisting guests in public areas such as the corridors of their
floors or in lifts) (or in-room when they see them struggling with
their luggage. The assistance may simply involve offering to call a
porter to assist.
10. Confirm and note details of the guest/staff request

Assessment Method:
Questioning, Practical demonstration/direct observation, portfolio
evidence and interview
 Performance Criteria Checklist 1.1-2

CRITERIA
YES NO
Did you….
1. Gather the materials needed before starting
2. Use material which help make task easier
3. Demonstrate responding to multiple and various
types of guests
4. Accept and record the guest/staff housekeeping in
accordance to enterprise policies and procedure
5. Confirm and noted the details of requests made in
accordance with enterprise procedures
6. Make apologies where a request has arisen from a
delayed delivery of service
7. Refer the request to appropriate department that
are not related to housekeeping

Evidence Plan

Competency HOUSEKEEPING NCII

standard:
Unit of Provide Housekeeping Services to Guests
competency:

Ways in which evidence will be collected: Portfolio evidence

Demonstration &

The evidence must show that the trainee…

Observation &
Questioning

Questioning

Written

Gather the materials needed before starting √

Use material which help make task easier √
Demonstrate responding to multiple and √
various types of guests
Accept and record the guest/staff √
housekeeping in accordance to enterprise
policies and procedure
Confirm and noted the details of requests √
made in accordance with enterprise
procedures
Make apologies where a request has arisen √
from a delayed delivery of service
 Refer the request to appropriate department √
that are not related to housekeeping

NOTE: *Critical aspects of competency

TABLE OF SPECIFICATION
Objectives/Conte Knowledge Comprehensio Applicatio # of items/
nt area/Topics n n % of test
Identify the 4 1 1 6/60%
different types of
guest/staff
requests

Record 3 1 4/40%
housekeeping
requests
according to
enterprise
requirements
TOTAL 7 1 2 10/100%

PERFORMANCE TEST

Specific Instruction for the Candidate

Qualification HOUSEKEEPING NCII

Unit of Competency PROVIDE HOUSEKEEPING

SERVICES TO GUEST

General Instruction:

Given the necessary tools, materials, you are required to perform the
standards procedure in providing housekeeping services to guest in
accordance with accepted institutional/industry standard.

Specific Instruction:
1. Gather instructions and relevant materials.
2. Read the information sheets and browse the internet for
further information.
3. Review the topics and answer the self-checks
 4. Prepare the needed supplies/materials in providing
housekeeping services to guest.

LIST OF TOOLS AND EQUIPMENT

Recommended list of tools, equipment and materials for the training of

a minimum of 25 trainees for Housekeeping NC II are as follows:

TOOLS EQUIPMENT

QTY ITEM QTY ITEM

5 pcs. Mops 1 Projector Screen
unit
5 pcs. Brushes 1 Overhead Projector
unit
5 pcs. Brooms 2 Electric Fan
unit
5 pcs. Buckets 1 pc. First Aid Cabinet
5 pcs. Dust Pans 1 pc. Instructor’s desk chairs
2 pcs. Garbage Receptacles 3 pcs. Fire Extinguisher
5 pcs. Sorting Baskets/ Laundry 2 Emergency Light
Baskets pcs.
1 pc. Step Ladder 2 Directional Signage
pcs.
2 pcs. Squeegee 2 Air condition
units
.
2 pcs. Water Hoses 25 Armed Chairs
pcs.
10 Lint Free Cleaning Cloths 1 Telephone
pcs. unit
10 pcs Scrubbing Foam 1 Computer
unit
10 Dish Sponges 1 TV
pcs. unit.
5 pcs. Spray Bottles 1 Video player
unit.
5 pcs. Anti-Static Dusters 1 Fax machine
unit.
25 Gloves 1 Refrigerator
pcs. unit.
5 pcs. Caution Signs 1 Hairdryer
unit.
2 pcs. Mop Squeezer 1 pc. Alarm clock
1 pc. Shelving
MATERIALS 1 pc. Cart
QTY ITEM 1 pc. Trolley
2 Bond paper 1 Coffee Maker
reams unit.
25 Folders 1 Electric kettle
pcs. unit.
1 pc. Logbook 1 Electric jug
unit.
 TOOLS EQUIPMENT

QTY ITEM QTY ITEM

1 box Transparency acetate 1 unit Toilet Caddy
2 pcs. White Board 1 unit Carpet sweeper
5 pcs. Whiteboard Markers 1 unit Vacuum cleaner (dry and wet )
2 pcs. Whiteboard Eraser 1 unit Polisher (electric with complete
accessories)
5 pcs. Marking Pen 1 unit Washers
2 pcs. Stationery 1 unit Dryer
2 sets Linen (for single bed 1 unit Flat iron
2 sets Linen (for double bed)
1 set Glassware 1 pc. Ironing Board
1 set Cutlery 1 pc. Steam pressers
1 Tea 1 pc. Sorting shelves
pack
1 Coffee 1 unit Drying cleaning machine
pack
1 Sugar
pack
1 Powdered Milk
pack
1 Biscuits
pack
1 unit Bed (Single ) Cleaning agents
1 unit Bed (Queen) 5 Cleaning Detergent
liters
1 pc Holy Bible 5 Liquid Detergent
liters
2 Slippers 5 Cleaning Solution
pairs liters
5 pcs. Flashlight 5 Sanitizing Agents
liters
1 set Light fittings 5 Fabric Softener
liters
1 pc. Mirrors 5 Chlorine Bleach
liters
5 pcs. Wardrobes Protective clothing
5 pcs. Hangers 5 liters All-Purpose Detergent
2 pcs. Ashtrays 5 liters Stain Removing Agents
5 for Variety of linen and clothing 2 units Furniture and floor polishers
each items and fabrics
items
Discretionary supplies 5 cans Air Freshener
5 Fruits(assorted) 5 cans Pesticides
5 cans Beverages (assorted) 5 pcs. Deodorizers
5 pcs. Chocolates (assorted) 5 liters Toilet Disinfectant
Training resources/ materials 5 pcs Overalls
25 Enterprise promotional 5 pcs. Jackets
pcs. materials
25 Local tourist information 25 pcs. Aprons
pcs.
5 pcs. Magazines 15 pcs. Goggles
5 pcs. Newspapers 25 pcs. Masks
2 pcs. Lodging agreement 25 pcs. Headwear
Housekeeping textbooks/ 10 pcs. Waterproof clothing and
references footwear

NOTE: Implementation of the training program can be made possible through a MOA
between the Training school and Industry to defray the high cost of equipment
and facilitates which the school cannot afford.
QUESTIONING TOOL
Satisfactory
Questions to probe the candidate’s underpinning knowledge
response
Extension/Reflection Questions Yes No
1. What are the core competencies of Housekeeping?
2. What is Housekeeping?
3. What are the equipments used in cleaning?
4. What will be the job opportunities for a trainee who finishes
this qualification?
Safety Questions
5. Is it necessary to wash the linens/bed sheet regularly?
Why?
6. What should you do to ensure that tools, materials and
equipments are safe to use?
7. Why do you need to check rooms and floors?
Contingency Questions

8. How will you handle complaints?

9. What will you do if there is a delay?
Job Role/Environment Questions
10. How to approach guest if the request has arisen from a
delayed delivery of service?
11. What will you do with the wastes in your workshop area?
Rules and Regulations
12. Why do you need to know the basic rules and regulations
in providing guest services?
The candidate’s underpinning Satisfactory  Not
knowledge was: Satisfactory
SUGGESTED ANSWERS

1. The core competencies in Housekeeping are provide

housekeeping services to guests, clean and prepare rooms for
incoming guests, provide valet/butler services, laundry linen and
guest clothes, clean public areas, facilities and equipment and
lastly deal with/handle intoxicated guests.
2. Housekeeping is refers to the management of duties and chores
involved in the running of a household, such as cleaning,
cooking, home maintenance, shopping, laundry and bill pay.
These tasks may be performed by any of the household members,
or by other persons hired to perform these tasks. The term is also
used to refer to the money allocated for such use.[1] By extension,
an office or organization, as well as the maintenance of computer
storage systems.
3. The different types of guest requests are need for item sent to the
room, servicing of room, repairs, and lost and found and handling
complaints.
4. After finishing the qualification, you may be able to work as
Housekeeper, Junior Cleaner, Assistant Cleaner, Assistant Public Area
Cleaner, Attendant, Room/Cabin Attendant/Room Maid, Laundry
Attendant, Housekeeping Attendant, and Butler.

5. It is necessary to wash the linens/bed sheets regularly to maintain the proper

hygiene and sanitation.

6. To ensure that tools, equipments and materials are safe to use, one
must check it before and after using, you must follow the maintenance
guidelines of each tools, equipments and materials.

7. You need to check rooms and floors for safety concerns.

8. In handling complaints, remain pleasant at all times, but do not smile when
the guest is complaining, learn to listen and do not interrupt , ask the guest
how they would like you to resolve the problem, focus on the issue and don’t
take the complaint personal, apologies to the guest for any inconvenience and
advise your supervisor and get their feedback as to how they feel nyou handled
situation.

9. You need to approach properly the guest and inform him properly.

10. Identify what has gone wrong, put it right quickly and effectively,
apologies, consider whether financial redress is appropriate; and
consider whether there is anything to be learned from the problem.
Even when it seems nothing has gone wrong, if a complaint is made we
need to examine it thoroughly and provide a full response which
recognizes the complainant's concerns.

11. Follow the waste disposal protocol of the institution/industry.

Segregate waste according to protocol.
12. It is a need to know the basic rules and regulations in providing guest
services in order to do their job correctly.
 Inventory of Training Resources

Resources for Presenting Instruction

 Print Resources As per TR As per Remarks
Inventory
Competency Base Learning 1 1 Available
Materials (CBLM)
Training Regulations (TR) 1 1 Available
Trainers Manual 1 1 Available
Hand book 1 1 Available
Bond papers 1 1 Available
 Non Print Resources As per TR As per Remarks
Inventory
White board marker 1 available
Laptop 1 1 available
Overhead projector 1 1 available
Desk top projector 1 1 For repair
Flip chart 1 available
White Board eraser 1 available
LCD Projector 1 available

Resources for Skills Practice of Competency

 Supplies/Material As per TR As per Remarks
Inventory
Bond paper 2 2 reams available
 Folders 25 25 available
Logbook 1 1 available
Bond paper 2 reams 2 reams available
 Tools As per TR As per Remarks
Inventory
Mops 5 5 available
Brushes 5 5 available
Brooms 5 5 available
Buckets 5 5 available
Dust Pans 5 5 available
Garbage Receptacles 2 2 available
Sorting Baskets/ Laundry 5 5 available
Baskets
Step Ladder 1 1 available
Squeegee 2 2 available
Water Hoses 2 2 available
Lint Free Cleaning Cloths 10 10 available
Scrubbing Foam 10 10 available
Dish Sponges 10 10 available
 Equipments As per TR As per Remarks
Inventory
Projector Screen 1 unit 1 unit available
Overhead Projector 1 unit 1 unit available
Electric Fan 2 unit 2 unit available
First Aid Cabinet 1 pc. 1 pc. available

Note: In the remarks section, remarks may include for repair, for
replenishment, for reproduction, for maintenance etc

Activity Training Matrix

Facilities/ Venue
Training Date &
Trainee Tools and Worksta Remarks
Activity Time
Equipment tion/Ar
ea

Opening
Prayer
 All
Recap of Novemb Trainee’s
Activities er 3, participate
2015 d well
School/ 8:00am
Unfreezing
All trainees Trainin to
Activities
g Lab. 9:30am

9:30 am
to All
All trainees School/
Lecture/ 11:00 Trainee’s
NCII CBLM Trainin am
Discussion participate
g Lab.
d well

11:00a
All
Self-Check All trainees School/ m to
Trainee’s
Trainin 12:00nn
participate
g Lab.
d well

Pen and
paper,
All trainee’s
Demonstrati operating
was able to
on on manuals, FO 1:00pm
All trainees forms, room School/ witness the
providing to
Trainin demonstrat
service supplies and 3:30pm
g Lab. ion
guest amenities,
equipment,
computer,shel
vees, trolley
Pen and
paper,
operating All trainee’s
Training
manuals,FO was able to
Activity – School/ 3:30pm
forms,room performed
Return All trainees Trainin to
supplies and the
demonstrati g Lab. 5:00pm
amenities, assigned
on
equipment, job
computer,shel
vees, trolley
LEARNING OUTCOME NO. 2

PROVIDE/ SERVICE HOUSEKEEPING REQUESTS

Contents:

1. Housekeeping and Front Office forms

2. Basic operational skills on facilities and equipment
3. Handle queries through telephone, fax machine, internet and e-mail
4. Personal hygiene
5. Interpersonal skills: Communication and listening skills

Assessment Criteria:

1. Liaise with other staff to obtain and or deliver identified service or items
2. Locate and deliver required items to guest room
3. Set up equipment in guest rooms
4. Items from guest rooms as required

Conditions:

Students/trainees must be provided with the following:

Equipment Materials/ Supplies

Telephone Pen and paper
Computer Housekeeping/ FO forms
guest room (complete and operating manuals
operational laboratory)

shelves room supplies and amenities

Trolley CBLM
air conditioning unit
television and video player

Assessment Method:

1. Interview (oral/ questionnaire)

2. Observation
3. Demonstration of Practical Skills
4. Written examination
 Learning Experiences

Learning Outcome 2

PROVIDE/ SERVICE HOUSEKEEPING REQUESTS

Learning Activities Special Instructions

Read Information sheet Read and understand carefully the information
1.1-2 on LO2 sheet.
Provide/Service
Housekeeping Request
Self-check 1 Check yourself by answering Self-Check 1.1-1. You
must answer all questions correctly before
Answer Self-check 2.1-2
proceeding to the next activity. Refer your answers
to with the answer key 1.1-2
Perform Task sheet 2.1-2 Identify and demonstrate properly the job sheet.
Refer to the performance criteria checklist to guide
you and help you evaluate your work as you are
practicing your skill. When you are ready, perform
the task with your trainer for final evaluation and
recording
After doing all activities, proceed to the next learning
outcome on Provide advice to guest
 Information Sheet 1.1-2
Learning Objectives:
In this lesson, you will be able to:

 Distinguish how to provide housekeeping requests depending on the

situation
 Identify requests that can be done within the department or with other
departments
 Demonstrate the proper way of providing housekeeping requests

In LO2 of the Module on Providing Housekeeping Services to Guest, you will learn
to distinguish how to provide housekeeping requests depending the situation,
identifying requests that can be done within the department or with other
departments and demonstrate the proper way of providing housekeeping
requests when doing such activity.

Definition of terms:
Teamwork- dynamic process involving two or more healthcare professionals with
complementary background and skills, sharing common health goals and
exercising concerted physical and mental effort in assessing, planning, or
evaluating patient care
Safety - the state of being "safe"
Security- is the degree of resistance to, or protection from, harm.
Trolley- A transport vehicle used in housekeeping to move supplies from room
to room
Provision of supplies- Providing housekeeping items including equipment,
cleaning products and cloths
Procedure- A particular course or mode of action

In providing housekeeping requests,

most of the time these ta sks can be
performed by yourself or within the
housekeeping department but in
some cases in order to respond to a
guest request it requires the
involvement of other people or
departments. A guest is not
concerned who handles his request
but simply wants his request handled in a satisfactory and timely manner.
Liaise with other staff to obtain and or deliver identified service or items

The need for teamwork

On some occasions, there will be a need for teamwork and the person receiving
the request for housekeeping services may need to obtain assistance from
another staff member to comply with the request.

For example, a large spill in a room may be better dealt with by 2 people rather
than just one. A large piece of equipment or furniture that needs moving will
require a ‘team lift’ approach.
Where you feel that you are unable to fulfil the request on your own, you
should always be prepared to ask others for their help. You should also be
prepared to help others when they ask for your assistance.

Safety and security

Where you receive a request from a guest for extra service provision and the
guest appears annoyed, upset, affected by drugs or alcohol then you should
always obtain help from another staff member.
Certainly it is important to let someone know the room you are going to.
When you are servicing a room, others can tell where you are by the location of
your trolley and looking at your room chart, but when you respond to a call to
take an item to a room it is impossible for others to know where you are should
you need help.
All it takes is a quick call to another staff member “Hi it’s John here on the 7th
floor: just taking some extra guest supplies to Room 1010. Should be back on
station in 5 minutes.”
Responsibility

Regardless if the request has been forwarded to another person for completion
it is important that you ensure that the request is actioned.
Keep track of what is happening and where required keep the guest informed of
what is happening and expected time for completion.
Once the request has been fulfilled, it is a good idea to check with the guest to
ensure they are satisfied with the outcome.
Locate and deliver required items to guest room
Introduction
In most cases, it will be the responsibility of housekeeping to carry out any
guest requests that they receive.
This is generally fairly easy to do because moist requests relate to items that
the room attendant has ready access to – guest supplies are on the
housekeeping trolley and most other things requested are either in a Floor
Housekeeping storeroom or can be ‘borrowed’ from a vacant room.
In other cases, however, some requests may involve a bit more time and effort.
“It’s not my job!”

No staff member should ever use the phrase ‘It’s not my job” when responding
to a request from a guest.
In a service industry, it is always your job to assist guests.
If the request is outside your normal work responsibility, you should:

 Record and confirm the request

 Pass the details on to the relevant person for them to action.

 Never, ever tell a guest “You’ll have to ring the Maintenance department –
we don’t handle replacing light globes” or “Sorry, Room Service do that –
perhaps if you ring 22 someone there can help you”.

Action is the key to responding to a request

Once a request is received, you must promptly seek out the item or equipment
necessary to complete the request within the agreed timeframe.
The key to any request from a guest is to take action on their request.
To do this, you will most likely just go to your trolley (or to the nearest
housekeeping storeroom), grab what is needed and take it to the guest room.
Passing on requests

In other cases , where the request falls outside you ability to fulfil it, the
appropriate person must be notified and the request passed on important
points when doing this are:

 Pass on all the relevant details including the name and room number of
the guest is vital. This information allows the person to get back in contact
with the guest to clarify things or amend the promised delivery time

 Make sure the person you give the message to understands it. Get them
to repeat it back to confirm it. Make special mention of any important bits
including the need for urgency.

 Stress any agreed time that have been given. If you promised the item in
10 minutes, you must let the other person know when that 10 minutes is
up.
Requests for information

It is sometimes more time consuming to provide certain things to guests.

Requests for information are amongst these.
Requests for information can cover:

 Information on the products and services offered by the establishment –

even though guests have an in-room compendium they can still want more
detail than what is there and there is always the possibility that this
information is out-of-date.

 Use your product knowledge about the property to answer these questions,
and where you don’t know the answer, apologies, tell them you will find
out the answer and get back to them, then do so.

 Availability of services, hours, location of meals, services and equipment –

you might be able to inform a guest that there is an ice machine at the end
of the corridor but perhaps you don’t know when the spa opens or what
the treatments are how much they cost.

 How various types of equipment works – you are expected to know how to
operate all the in-room facilities (this should be one of the first things you
are trained in as part of your on-the-job training) but guests may ask you
about other items of equipment throughout the property that you know
nothing about. This is to be expected if your are the first person they see
as they walk back to their from not being able to operate a piece of gym
equipment, not being able to get the vending machine to work.

 Requests for information about local services, attractions, transport,

shopping, entertainment, bars, places to eat. While is probably more a
reception or concierge role, once again, guests can ask you because ‘you
are there’.

In these situations:

 Never say “I don’t know” and leave it at that

 Never tell them it’s not your job to provide that sort of information

 Never tell them to look it up in their in-room information compendium.

 Never give them the impression that asking for the information is an
imposition or a stupid thing for them to do.
Set up equipment in guest rooms
Introduction
From time to time the housekeeping department may be asked to help set up
items requested by guests.
These requests need to be accommodated as quickly as possible because when
such requests are made, guests are usually waiting to use the items.

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

 Portable bed

 Portable cot.

In-room meetings

Guest rooms are sometimes hired by companies for business purposes to hold
a small meeting make presentations or display goods and in such instances it
may be your responsibility to move furniture around, set up tables and chairs
before the meeting commences.
Directions will be given by the person hiring the room about what they want,
where they want it set and the time by which it needs to be ready.

Elderly people

Elderly people can often have problems with technologically-based items in

their rooms.
They may be perfectly well able to operate their TV or DVD at home but the one
in their room may be different and they may not be able to make it work.
Don’t make them feel stupid for asking, take time to make sure they have
understood what you have told them and check to see they are able to operate
it properly on their own before you leave. A call to the room 15minutes later to
check everything is fine would also be appreciated and shows evidence of
excellent service.

 Elderly people may also seek your regular assistance in:

 Moving heavy items – which can include their personal luggage

 Getting items down from high places

 Obtaining things from low places

 Obtaining a wheelchair to access other facilities in the venue.

Portable beds and cots

Setting up portable beds and cots is a task that many in housekeeping hate!
They are often cumbersome to move, and difficult to set up. Lots of injuries
have resulted from moving and setting up these items.
Where possible, it is advisable to place them into rooms and get them set up
prior to the guests arriving – so no-one can hear or see what goes on!
Tips that may assist include:

 Be careful – they bite: watch your fingers

 Practice before having to do it front of a guest – it’s embarrassing to have

problems with people looking on

 Follow the instructions

 Don’t rush

 Have an experienced person with you when you do your first one. You
never know when you’ll need help even though you’ve done loads of
practice.

It should be a standard house rule that guests are never allowed to set up a
portable bed or cot. Not only is allowing them to do this very bad service but
there is a great risk they may injure themselves.

Know the house rules

It is important for you to be well-versed on the different types of equipment
that need to be set up and the steps to take to actually set up the equipment in
a safe, secure and fully-operational manner.
You must also adhere to all health and safety regulations when moving items
about, especially heavy items.
You must also follow any establishment policies on setting up equipment.
Where appropriate, agree on suitable time to collect equipment

There may be times when the guest will only require an additional piece of
equipment for a certain time span – a short-term loan.
When this item is placed in the room, it may be a good idea for you to reach an
agreement with the guest about the collection time for that item.
The main reasons to identify a time for collection for these items are:

 To allow the guest to be able to plan their stay with us – it saves them
wondering what is going to happen in relation to the item: they know
what’s going to and happen and can plan accordingly

 To prevent the situation where the guest may place the item in the corridor
outside their door – minimizing the chance of damage to the item, or theft

 To give the guest space in their room – unwanted items take up space that
the guest may want to use for something else

 To allow the asset to be put back into inventory and available for use by
another guest if the need arises.

In relation to agreeing on a time for collection of these short-term (or other)

loan items:

 The arrangement to pick up should be made as a suggestion rather than

a requirement – the central idea is to provide service not to set limitations
or ‘tell the guest what to do’

 Guests should be encouraged to contact housekeeping and arrange for an

extension of the pick-up time where they want the item for a longer period

 Where housekeeping staff will be off duty when the pick-up time arrives,
arrangements need to made with another department to collect the item.
It is not acceptable for the guest to have to ‘put up with’ an item in their
room that they don’t want there simply because we can’t pick it up. Room
service staff, porters, or staff from any department could be asked to
assist.

Log books

Some establishments will have a log book to record information about when
and where extra items were delivered and when they need to be collected.
When an item is recovered from a guest room and returned to the store (or the
vacant room from where it was borrowed), this log is signed to demonstrate
that return.

The log book assists in tracking assets and making sure all rooms have their
necessary items.

Items from guest rooms as required

Introduction

Whilst the majority of requests involve items to be taken to the room, there are
times when requests involve items being taken from the room.

These items may be:

Types of items for collection

To service a guest request effectively, you may need to pick up items from the
guest room such as:

 Room features including furniture, appliances or amenities not being used

 Housekeeping items and equipment that have been left behind
 Towels, face washers and bath mats that are now dirty and need replacing
 Toilet paper, tissues and other bathroom and guest supplies that have run
out
 A replacement item – to take the place of something that isn’t working
 Items that are no longer needed but which have been specially requested
previously.
 Guest items requiring further action such as dry cleaning, storage or
repair.

Keys in collecting items

It is vital to understand that if you have made a promise to pick something up

at an appointed time, the guest is expecting you to arrive at that time.
They have probable changed their plans, re-arranged things to accommodate
this, and are waiting: and every minute they wait past the scheduled time
seems like an hour and their level of frustration etc rises and rises. They can’t
get on with what they want to get on with until you arrive!
So make sure you are there when you said you’d be.
If you are going to be late:

 Get someone else to collect it – and make sure they do it on time

 Contact the room, apologies and arranged a revised time.
 Never just be late and fail to notify the guest.
  If the item you are picking up is heavy or awkward, take someone else
along or a trolley.

When you arrive to collect the item:

 Knock on the door and announce “Housekeeping”

 Greet the guest by name
 Apologies, if applicable
 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
 Keep your eyes and ears to yourself
 Pick up the item and walk to the door
 Apologies again, if appropriate
 Make arrangements for a replacement item, where appropriate and a time
for its delivery
 Thank the guest again
 Depart the room.
Summary

Service housekeeping requests

Liaise with other staff to obtain and/or deliver identified service or items:

 The need for teamwork

 Safety and security
 Responsibility

Locate and deliver required items to guest room:

 “It’s not my job!”

 Action is the key to responding to a request
 Passing on requests
 Requests for information.

Set up equipment in guest rooms:

What items might be involved?

 Know the house rules

 Where appropriate, agree on suitable time to collect equipment
 Log books

Items from guest rooms as required:

 Types of items for collection

 Keys in collecting items.