Housekeeping

Guest Expectation: I expect my Mini Bar to be clean as this is a hygienic place in which I select beverages and snacks. I expect mini bar items to be within their use by date. Why is this task important for you and our guests? Answers:  I understand the importance of the cleanliness of the Mini bar. When the Mini bar is clean, I am able to satisfy our guests and increase the GSI score. I can show my professionalism. Guests feel comfortable with a clean Mini bar. STEPS HOW/ ST

Guest Expectation: I expect all mirrors in my room to be clean and spotless. I feel that dirty mirrors reflect poor housekeeping standards. Why is this task important for you and our guests? Answers:  I understand the importance of the cleanliness of the mirror.  When the mirror is clean, I am able to satisfy our guests and increase the GSI score. I can show my professionalism. Guests feel comfortable with a clean mirror; it’s something they will inspect every day. STEPS HOW/

Guest Expectation I expect my Bathroom to be clean as this should be a hygienic place in which I take bathe. I appreciate special amenities which I might not have at home to make my bath special such as scented oils and soaps and extra fluffy towels. Why is this task important for you and our guests? Answers:  I understand the importance of the cleanliness of the guest bathroom. When the Bathroom is clean, I am able to satisfy our guests and increase the GSI score. I can show

Guest Expectation I expect my Bathroom to be cleaned daily as this should be a hygienic place in which I shower. Why is this task important for you and our guests? Answers:  I understand the importance of the cleanliness of the guest bathroom. When the Bathroom is clean, I am able to satisfy our guests and increase the GSTS score STEPS HOW/ STANDARDS TRAINING QUESTIONS Preparation Take the sponge and the general purpose cleaner. What material do I clean the shower with? Clean

Guest Expectation: I expect the toilet to be cleaned every day. I expect sufficient supplies of toilet paper. Why is this task important for you and our guests? Answers:  I understand the importance of the cleanliness of the Toilet When the Toilet is clean, I am able to satisfy our guests and increase the GSTS score.， I can show my professionalism.      The Guest won’t be embarrassed if they run out of toilet paper. STEPS HOW/ STANDARDS TRAINING QUESTIONS Preparation Take the

Guest Expectation: I expect my Bathroom to be clean as this is a hygienic place in which I use regularly.  I appreciate special amenities such as scented soaps, fluffy towels and flowers which make me feel luxurious.  I expect my toothbrush tumbler to be cleaned daily. Why is this task important for you and our guests? Answers:  I understand the importance of the cleanliness of the guest bathroom. When the Bathroom is clean, I am able to satisfy our guests and increase the GS

Guest Expectation: I expect my Bathroom to be cleaned as this is a hygienic place in which I take bathe and shower. I appreciate the special amenities like scented soaps and extra fluffy towels which I don’t usually get at home. Why is this task important for you and our guests? Answers:  I understand the importance of the cleanliness of the guest bathroom. When the Bathroom is clean, I am able to satisfy our guests and increase the GSI score. I can show my professionalism. G

Guest Expectation: I expect my room to be clean, functional and comfortable. I expect amenity supplies to be replenished daily. I also appreciate things which are not essential, but give enjoyment, convenience and pleasure during my stay. Why is this task important for you and our guests? Answers:  Make your job more efficient and less time consuming. You won’t have to keep returning to the store to replace missing items. Guest supplies and textiles will be fully replaced to

Guest Expectation: I expect my bed changed daily and made up properly. I enjoy a comfortable bed and a good night’s sleep after a hard working day. Why is this task important for you and our guests? Answers:  If the bed is well prepared this increase the GSI score. Show professionalism. The bed in the guest room is one of the most important features and images of the hotel.  How it is made is an important addition to its comfort. STEPS HOW/ STANDARDS TRAINING QUESTIONS Move t

Why is this task important for you and our guests? Answers:  I understand the importance of accurate storage of cloaks. I like to have clear assignments, especially to areas I know. STEPS HOW/ STANDARDS TRAINING QUESTIONS The Floor Supervisor prepares the Room Attendants daily work sheet. The Floor Supervisor prepares the work sheet at 07：00 AM by using the Housekeeping Report in Opera system. Each Room Attendant will be assigned rooms, preferably in the same section, in acco

Why is this task important for you and our guests? Answers:  It is important that our guests can see our cleanliness at the right time. We are not vesting our time on making up a room for staying guests. We can increase our GSI score. STEPS HOW/ STANDARDS TRAINING QUESTIONS Check room status Check the room status on your report and proceed to the floor. Check all vacant and out-of-order rooms.  Check all occupied rooms for guest laundry as well as mini- bar consumption.  If g

Guest Expectation : I expect the kettle to be clean, as I prepare my coffee and tea in this equipment.  I expect Ice Buckets to retain their “new” look. Why is this task important for you and our guests? Answers:  Our guests want to prepare tasteful hot beverages with the kettle. This is only possible if the kettle is clean. Our guests want to enjoy chilled beverages from clean impressive looking ice buckets. I can increase the GSI score. I can show my professionalism. STEPS

Guest Expectation: I expect this part of the room to be clean as I have to inhale out-coming air. Why is this task important for you and our guests? Answers:  The air the guest breathes needs to be dust free. The air in the guest room comes through the grill and needs to be clean. STEPS HOW/ STANDARDS TRAINING QUESTIONS Statement Switch off the Air-conditioning unit. Switch off the Air-conditioning unit before you start cleaning. How do I switch on and off the Air-conditionin

Guest Expectation: I want carpet to be clean and soft when I walk on it with bare feet.  Along the corridor, I expect working material properly positioned, so I can walk easily to my room. Why is this task important for you and our guests? Answers:  I know how to professionally clean carpet. I can show my professionalism. Guests feel comfortable with clean carpet and sofas which are dust free STEPS HOW/ STANDARDS TRAINING QUESTIONS Approaching the guest room When you approach

Guest Expectation: I expect my room to be clean and to find things in a logical place. I also appreciate things which are not essential, but give enjoyment, convenience and pleasure during my stay. Why is this task important for you and our guests? Answers:  I know what the guest expects. If I check the Room properly, I am able to increase GSI I can demonstrate professionalism. I can make our guests happy and they will feel comfortable. Respecting guests need for privacy. We

Guest Expectation: I put DND on my room because I want privacy.  I do not expect interruptions, however well-intentioned they may be Why is this task important for you and our guests? Answers:  I understand what DND means and understand why guests might choose to put DND on their room. Respecting guests need for privacy. We are able to follow the guest request. I know what to do when the guest has not removed his/her sign after 24 hours. STEPS HOW/ STANDARDS TRAINING QUESTION

Guest Expectation: I expect my complaints to be handled swiftly and professionally and if at all possible, by one person who has the authority to resolve my problem by “bending the rules” if necessary. Why is this task important for you and our guests? Answers:  I understand I must listen carefully when I am on the receiving end of a complaint. I listen actively to the whole communication to ensure I understand what the guest wants. I understand this is not only the words tha

Guest Expectation: I expect that my Coat or Jacket given to a Cloak Room Attendant to be returned to me upon my request. Why is this task important for you and our guests? Answers:  I understand the importance of accurate storage of cloaks. It is important for our guests, that if they give us their belongings for safe keeping, we really do take care. STEPS HOW/ STANDARDS TRAINING QUESTIONS Preparation Prepare all items required (hangers and dockets). Why do I need to offer as

Guest Expectation : This is a courtesy which I find separates a standard hotel from one which calls itself “5 star”. I expect offers of assistance from all staff, irrespective of which departments they work in. Why is this task important for you and our guests? Answers:  I understand the importance of helping guests. When I offer help with the luggage, I am able to satisfy our guests and increase the GSTS score. Guests feel comfort. I can show my professionalism.  Able and wi

Standard : Guest don’t like to see or know of any insects, pests and animals in the hotel. The hotel have to be clean and pest free. Why is this task important for you and our guests? Answers:  I understand the importance and concerns from our guests. I can show my professionalism. I know this has impact on the guest impression and the image of the hotel I can increase the GSI score. Pests carry disease.  If guests feel there are pests or see pests they feel the hotel is unhy