Housekeeping

Why is this task important for you and our guests? Answers:  It is important, that we have certain times to use the linen chute to prepare for the Laundry. If the Laundry is not prepared, all the linen and towels will land in a loading bay and nobody would take care of the linen and towels. STEPS HOW/ STANDARDS TRAINING QUESTIONS Purpose of the linen chute The linen chute is for staff to send down soiled linen and guest laundry. Do not throw other things into the linen chute,

Guest Expectation: I like it when I employees respect me and treat me with friendliness – but are not overly friendly towards me.  I expect employees to respect each other. Why is this task important for you and our guests? Answers:  We can increase our GSI score. I can show my professionalism. I want to make our guests feel comfortable. STEPS HOW/ STANDARDS TRAINING QUESTIONS A guest you don’t know asks you to open a room door. When a guest asks you to open the door on the f

Guest Expectation: I expect there to be a proper procedure in place to ensure I cannot see damaged equipment in the guest areas.  I expect equipment to be in full working order during my stay. Why is this task important for you and our guests? Answers:  It is important that loss or items broken get immediately reported. We can control expenses. We can plan procedures and training to avoid breakage and losses. STEPS HOW/ STANDARDS TRAINING QUESTIONS Report to Housekeeping offi

Guest Expectation: It is important that employees follow a standard when entering my room. During my stay, that room belongs to me and I expect a certain amount of privacy.  I expect employees to announce themselves. Why is this task important for you and our guests? Answers:  It is important for me to minimize the disturbance a guest may feel when I must access their room. I understand that a guest can get afraid. STEPS HOW/ STANDARDS TRAINING QUESTIONS Approach guestroom Ri

Why is this task important for you and our guests? Answers:  We can increase our GSI score. I can show my professionalism. I want to make our guests feel comfortable. I want to show our guests that we take care when entering a guest room. STEPS HOW/ STANDARDS TRAINING QUESTIONS Check room Check the room in ether a clockwise or anti-clockwise order, starting from the entrance door. How do I check a guest room? Entrance door Check the entrance door and carpet to ensure it is cl

Guest Expectation: I like to have my room prepared when coming home, this gives me the feeling that the hotel takes care of me. It saves me time in turning down the bedspread and closing the blinds. Why is this task important for you and our guests? Answers:  We can increase our GSI score. I can show my professionalism. I want to make our guests feel comfortable. I want to show our guests, that we take care when coming to their guest room after a hard day’s work! STEPS HOW/ S

Guest Expectation: I expect the guest room corridor to be as clean as my room. This is the first impression when approaching my guest room. Why is this task important for you and our guests? Answers:  We can increase our GSI score.  I can show my professionalism. I want to make our guests feel comfortable. I want to show, that we take care of our guests not only in the guest room, but as well as when walking on the corridor. STEPS HOW/ STANDARDS TRAINING QUESTIONS Check the g

Guest Expectation: I want the guest room corridor as clean as my room. This is the first impression when approaching my guest room. Why is this task important for you and our guests? Answers:  We can increase our GSI score. I can show my professionalism. I want to make our guests feel comfortable. I want to show, that we take care of our guests not only in the guest room, but the corridors as well. STEPS HOW/ STANDARDS TRAINING QUESTIONS Preparation Prepare a vacuum cleaner,

Guest Expectation: It is important that the room service tray or trolley is removed from my room and the corridor shortly after I have finished my meal.  I don’t expect trays or trolleys to be left in my room or lying in the corridor in front of my room.  If I don’t have time to phone Room Service, I expect the tray to be removed when my room is cleaned. Why is this task important for you and our guests? Answers:  We can increase our GSI score. I can show my professionalism.

Guest Expectation: It is important that I can see that towels are always folded the same way. This gives me confidence that towels are checked for cleanliness each day. It also assists with my routines – especially early in the morning. Why is this task important for you and our guests? Answers:  We can increase our GSI score. I can show my professionalism. I want to make our guests feel comfortable. STEPS HOW/ STANDARDS TRAINING QUESTIONS Fold towels Cut off excess thread co

Guest Expectation: It is important that the mattress is turned regularly, as this has to do with my comfort and health. Mattresses which become too soft if not routinely turned are bad for backs. Why is this task important for you and our guests? Answers:  We can increase our GSI score. I can show my professionalism. I want to make our guests feel comfortable. The mattress live is longer and I can save cost. STEPS HOW/ STANDARDS TRAINING QUESTIONS Turning schedule Note the tu

Guest Expectation: I shouldn’t have to see back of house areas, but on occasions when doors are left open, I expect the back of house to be as clean as front of house areas. Why is this task important for you and our guests? Answers:  It is important for me to have a clean working area. Items from the Pantry get delivered to the guest room, this items need to be clean. What we show in the back of the house, we are presenting in front of the house. STEPS HOW/ STANDARDS TRAININ

Guest Expectation: It is important that employees take care of my Laundry. These are my personal belongings and I generally travel lightly so each piece of clothing is important.  I want my laundry requests to be actioned quickly.  I want my laundry to be presented in a manner in keeping with a 5 star service.  Why is this task important for you and our guests? Answers:  I am able to increase the GSI score. I can show my professionalism. Laundry items can go astray so it is i

Guest Expectation: I expect my requests for additional beds or baby cots to be handled quickly and professionally. Why is this task important for you and our guests? Answers:  I am able to increase the GSI score. I can show my professionalism. If a guest needs an additional bed or baby cot, it is important for me that the additional person is not too squashed and has sufficient space to enjoy a comfortable sleep. STEPS HOW/ STANDARDS TRAINING QUESTIONS Guest calls Guest Servi

Guest Expectation: It can happen occasionally that in my rush, I forget to take my room key with me. It is important that a replacement room key is provided quickly and my belongings are not at risk. Why is this task important for you and our guests? Answers:  I am able to increase the GSI score. I can show my professionalism. If a guest forgets the room key in his room, it is important, that he/she can rely on our honesty in handling this issue properly. STEPS HOW/ STANDARDS

Guest Expectation: It can occasionally happen that I forget to open my Safe Deposit box when I am rushing my departure. In these instances I expect a hotel representative to contact me and ensure the safe return of my goods. Why is this task important for you and our guests? Answers:  I am able to increase the GSI score. I can show my professionalism. Guests have important items in this box and when they forget these items, they expect the items to be returned to them swiftly

Guest Expectation: I like to wear polished shoes – I think they make a statement about a person.  Usually I travel with minimal shoes – often only 2 pairs, so they need regular cleaning treatment.  This is a service which is an added extra to 5 star hotels and I appreciate it. Why is this task important for you and our guests? Answers:  I am able to increase the GSI score. I can show my professionalism I can offer more services than only making up the room. Cleaned and polish

Guest Expectation I expect to have all lights in my room working. I want to read or work and find it disturbing to have to call Housekeeping to change bulbs late at night. Why is this task important for you and our guests? Answers:  We can increase our GSI score I can show my professionalism. I appreciate how irritating it can be when lights are blown. I appreciate the guest wants privacy in the evening and do not want to bother housekeeping to change light bulbs. I know the

Guest Expectation: It is important that employees take care of my personal belongings as they have value to me and I do not want them lost or damaged. Why is this task important for you and our guests? Answers:  I understand how important personal belongings are to our guests. I am able to increase GSI scores. I can show my professionalism. I can demonstrate how much care we take with their belongings. STEPS HOW/ STANDARDS TRAINING QUESTIONS Clothes Place guest clothes on han

Guest Expectation I expect the bathroom to be meticulous and cleaned daily.  Unclean bathrooms reflect poorly on the whole of the Housekeeping operation. Why is this task important for you and our guests? Answers:  I understand how important the Bathroom is to our guests. I am able increase GSI scores I can show my professionalism STEPS HOW/ STANDARDS TRAINING QUESTIONS Check Check the cleanliness of the bathroom and ensure that the equipment and facilities are   functioning.