Housekeeping

Guest Expectation: I expect cushions, upholstery and materials in public areas to be cleaned to a high standard, particularly those in high traffic areas like lobby bar areas.  Why is this task important for you and our guests? Answers:  I understand the importance of having clean cushions and upholstery. This is part of our image. It is important for to know, how we have to shampoo. We can increase the GSI score. We can show our professionalism STEPS HOW/ STANDARDS TRAINING

Guest Expectation: I expect hotels to polish their wooden furniture. I cannot understand hotels, who have unpolished wooden floors as it makes the hotel look dull and lifeless. Why is this task important for you and our guests? Answers:  I understand the importance of a clean floor as it enhances the image of a hotel. I understand the importance of a polished wooden floor, as it enhances the image of the hotel. It is important for me to know, how we have to polish a floor, es

Guest Expectation : I expect floors, like walls and windows, to be free of dirt. I expect there is a regular cleaning program in hotels of high quality. Why is this task important for you and our guests? Answers:  I understand the importance of a clean floor as it enhances the image of a hotel. It is important for me to know, how we must scrub a floor, especially if it is really dirty.   We can increase the GSI score. We can show our professionalism. STEPS HOW/ STANDARDS TRAI

Guest Expectation : I expect windows to be sparkling. I pay a good room rate for cleanliness and I expect this in all aspects of the hotel. Why is this task important for you and our guests? Answers:  I understand the importance of clean sparkling windows to the image of the hotel. People really do notice clean windows! It is important for our guests have a memorable view from our hotel. We can increase the GSI score. We can show our professionalism. We can increase the GSTS

Guest Expectation : I expect staircases to be immaculately presented like the rest of the hotel.  Staircases generally get a lot of traffic so I expect them to be regularly cleaned. Why is this task important for you and our guests? Answers:  I understand the importance of the presentation of a hotel staircase to our guests. We can increase the GSI score. We can show our professionalism. It is important for us to know how we must clean walls. STEPS HOW/ STANDARDS TRAINING QUE

Guest Expectation : I expect walls to be clean in keeping with the image of the hotel. Why is this task important for you and our guests? Answers:  I understand the importance of having clean walls. This is part of our image. It is important for us to know how we must clean walls. We can increase the GSI score. We can show our professionalism. STEPS HOW/ STANDARDS TRAINING QUESTIONS Preparation Collect all cleaning tools and cleaning chemicals. Put “Work in progress sign” in

Guest Expectation : Like all other areas, I expect floors to be clean and if they are marble, to be polished.  It assists in displaying a high image of the hotel. Why is this task important for you and our guests? Answers:  I understand the importance of a clean floor, as this represents the image of the hotel. It is important for our guests and ourselves that we have clean and polished floors. We can increase the GSI score. We can show our professionalism. STEPS HOW/ STANDAR

Why is this task important for you and our guests? Answers:  Offices need to be clean as any other areas? We are also welcoming people in our offices, this as well represents the image of our hotel. I want that our internal customers feel comfortable. STEPS HOW/ STANDARDS TRAINING QUESTIONS Preparation Collect all cleaning tools and cleaning chemical    Where can I pick up my material? Dispose trash Empty and clean all trash bins and waste-baskets. Wash and dry bins if they a

Guest Expectation : I expect hotel walls to be clean. Wallpaper does not look good when it is stained or torn. 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. Stains on wallpaper can be easily seen. STEPS HOW/ STANDARDS TRAINING QUESTIONS Check the material Test the wallpaper by cleaning a hidden part, e.g. behind the bed headboard, or

Guest Expectation : I expect to see metal and brass polished without traces of fingerprints 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. Fingerprints can be easily seen on metal. STEPS HOW/ STANDARDS TRAINING QUESTIONS Preparation Prepare both damp and dry cleaning cloths and have your metal polish ready.  Do not use Metal Polish o

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