All Posts

Guest Expectation : I expect all upholstery to be regularly cleaned.  My clothes and skin come into contact with upholstery and it needs to be kept clean and in heavy traffic areas it needs to be regularly sanitized. Why is this task important for you and our guests? Answers:  I can increase the GSI score. It shows my professionalism. I understand that cleanliness is important for the image of our hotel. STEPS HOW/ STANDARDS TRAINING QUESTIONS General care of upholstery Vacuu

Guest Expectation : I expect that carpets are clean and regularly shampooed. Carpets are a breeding ground for dust mites and other small inspects. Some sections of carpets are also subject to high traffic and wear faster.  I expect regular shampooing to protect and uphold the quality of carpets.    Why is this task important for you and our guests? Answers:  I can increase the GSTS score. It shows my professionalism. I understand that cleanliness is important for the image o

STEPS HOW/ STANDARDS TRAINING QUESTIONS Pay attention   Pay attention to the complaint.  It should be well understood what the problem exactly is Listen carefully and NOD head. Don’t try to interrupt the guest. Don’t argue with the guest. Maintain eye contact with the guest if not on the phone. Write down all the details What are the points to take in consideration when a guest complains? Why do I need to write this down? Apologize Apologize to the guest even if the problem i

Why is this task important for you and our guests? Answers:  I understand that if the guest has to complain about the Laundry posting it is not good for the image. This shows our professionalism. STEPS HOW/ STANDARDS TRAINING QUESTIONS Know our prices Be familiar with laundry, dry cleaning and pressing list and prices. Understand each line including Express Service charge rate and surcharge rate. Calculate the amount of each item accurately - No mistake on calculation 1. Why

Guest Expectation : I expect laundry items to be washed with care. I expect laundry staff to know what to wash by machine and what items to wash by hand.  I expect hand washing handled with extra care to avoid shrinkage and color loss.   Why is this task important for you and our guests? Answers:  I understand the importance of washing items with care It is my responsibility to ensure guests have confidence in our department’s ability and rely on us for future use.  This can

Guest Expectation : I expect dry cleaning to be professionally managed. Dry Cleaning is a service which is offered by upscale hotels and I expect staffs who work in these areas to be competent in dry cleaning. Why is this task important for you and our guests? Answers:  I understand the significance of accurately adhering to this procedure. This can increase our GSI. If we do our job well, this shows that we are professional. STEPS HOW/ STANDARDS TRAINING QUESTIONS Sorting Se

Guest Expectation : I expect my laundry items to be returned. I don’t expect items to go missing or someone else’s items to be returned to me. Why is this task important for you and our guests? Answers:  I understand the importance of counting Guest Laundry. It is my responsibility to ensure that guests are satisfied with our laundry service. I can save money for the hotel to ensure no items are lost or forgotten. His shows our professionalism. STEPS HOW/ STANDARDS TRAINING Q

Guest Expectation : I appreciate additional services the Hotel provides such as Laundry Deposit which enables me to travel lightly and collect my laundry items on my return to the hotel at a later date. Why is this task important for you and our guests? Answers:  I understand additional service is Laundry Deposit, which means we keep their Laundry until the guest returns. It is my responsibility, that guests can rely on our service and we will give Laundry back as the guest e

Guest Expectation : If mistakes happen, I would like to have them handled properly and be communicated with by one senior person who knows what they are doing. Why is this task important for you and our guests? Answers:  I understand the importance of professionally handling mistakes. It is my responsibility that guests are confident to rely on our service and will use our services again.  This shows our professionalism. This can increase our GSI. It is my responsibility to e

Guest Expectation: If mistakes happen, I would like to have them handled properly.  I like to be kept informed. Of progress on lost items. Why is this task important for you and our guests? Answers:  I understand the importance professional handling of mistakes. It is my responsibility to ensure that guests can confidently rely on our services and use our services again. This shows our professionalism. This can increase our GSTS. STEPS HOW/ STANDARDS TRAINING QUESTIONS Discre

Guest Expectation : I like it when my Laundry is nicely packed. I don’t get this service at home and it is a special treat for me when staying in an upscale hotel. Why is this task important for you and our guests? Answers:  I understand the importance of nicely packed Laundry. It is my responsibility that guests feel confident to rely on our service and use us again Effective laundry packing demonstrates our professionalism. STEPS HOW/ STANDARDS TRAINING QUESTIONS Collection

When was the last time you truly escaped your routine and indulged in a memorable getaway? From June through December 2025, a unique opportunity awaits travelers seeking comfort, luxury, and exceptional value. This special hotel promotion invites guests to experience unforgettable stays with exclusive benefits designed to make every moment count. Relaxing hotel pool area with tropical plants and comfortable seating Discover the Promotion Details This limited-time offer runs f

Guest Expectation: I expect my laundry items to be returned. I lose confidence in the hotel if I receive another guest’s laundry or my items go missing. Why is this task important for you and our guests? Answers:  I understand the importance of marking Guest Laundry. It is my responsibility to ensure that guests are confident in our abilities and can rely on our service. I can save money for the hotel to ensure no items are lost or forgotten. This shows our professionalism. S

Guest Expectation: I expect my laundry items to be returned. I don’t expect items to go missing or someone else’s items to be returned to me. Why is this task important for you and our guests? Answers:  I understand the importance of counting Guest Laundry. It is my responsibility to ensure that guests are satisfied with our laundry service. I can save money for the hotel to ensure no items are lost or forgotten. His shows our professionalism. STEPS HOW/ STANDARDS TRAINING QU

HOW/ STANDARDS Use a damp soft cloth for dusting and dust from the highest point to the lowest point within the guestroom. Start at the entrance of the guestroom and move in one direction around the room to ensure nothing is overlooked that requires dusting. Clean and dust all; door frames, door closer, hinges, front/back parts of doors, pictures,  ledges, lamps, television, tables, chairs and legs and other furniture and fittings, headboard, side tables, window sill, skirtin

HOW/ STANDARDS Any spillages, stains or marks made on carpet should be cleaned immediately before the stain has a chance to set in over time making it more difficult to have removed and to ensure the carpet can be kept in good condition.  Subject to the level of marking and staining a carpet cleaning machine may be required to be used to ensure the carpet is kept in good condition. Burn marks need to be treated very carefully and subject to their size it is recommended to adv

HOW/ STANDARDS The housekeeping coordinator will be advised, as to which room numbers will be the show rooms for the day or the week, subject to occupancy levels, as advised by the reservations or the front desk. Once the housekeeping supervisor has been informed of the show rooms they must proceed to the rooms and check that they are suitable to be used as show rooms for items and areas such as: Check for any visible maintenance problems which may result in the room not bein

To ensure guests who have been given or are entitled to a VIP (Very Important Person) status when they are staying at the hotel receive all amenities and entitlements for the VIP status level that they have.  It is essential to ensure that their guestroom or suite has been prepared to the highest standard and that all guest amenities are ready and in place prior to the guests arrival. STEPS HOW/ STANDARDS QUESTIONS Information .Before 8:00am every morning, the FO will inform

To ensure that colleagues will neither use nor answer telephones in occupied guestrooms to maintain the privacy of guests who are occupying that room.  Should a telephone be required to be used then this must be done in the service area or in a vacant dirty room to communicate urgent messages for internal calls only. HOW/ STANDARDS When in an occupied guestroom and you hear the telephone ring, DO NOT ANSWER the guest telephone. In an occupied guestroom the telephone must not

To ensure that occupied guestrooms are cleaned thoroughly to the highest standard within the required time frame to make sure guests returning to their room find it clean and welcoming. The items are all in excellent condition and clean whilst being free of dirt, chipping, streaks, stains, cobwebs, hair, smudges, dust and odor.  Servicing of occupied rooms should be completed by 4.00pm each day or within 2 hours of the request or notification for the room to be serviced sign