Housekeeping

Standard : Master keys in a hotel are handled with the highest priority to ensure guest safety and the safety of guest belongings. Why is this task important for you and our guests? Answers:  This control is necessary for the safety and security of guests and their possessions. I understand the repercussions if Master key handling is hap-hazard. STEPS HOW/ STANDARDS TRAINING QUESTIONS Inventory date Housekeeping department  internal monthly Key inventory time will be on after

Why is this task important for you and our guests? Answers:  In order to control linen which is an expensive hotel item, it is important that we do not lose it. If we check the inventory regularly, loss can be kept limited. We are professional. STEPS HOW/ STANDARDS TRAINING QUESTIONS Inventory date The uniform & linen inventory will be conducted by U&L Room on the 23rd、and the 24th every month. The 23rd is for uniform, the 24th is for HSKP  (The date will be changed if it mee

Guest Expectation : I expect my lost items to be handled properly and returned to me if I accidentally forget where I leave them.  Why is this task important for you and our guests? Answers:  It is important, that Lost & Found items are handled properly in accordance with the Hotel procedure. I understand that our guests expect to have lost items returned. I can show professionalism. Returned items to Guests demonstrate our honesty and integrity.  STEPS HOW/ STANDARDS TRAININ

Guest Expectation : I need absolute confidence that my children will be looked after by a mature, professional adult who has had prior child minding experience. 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. I can increase the GSI score. STEPS HOW/ STANDARDS TRAINING QUESTIONS Guest request When a guest books a baby sitter, the

Why is this task important for you and our guests? Answers:  I understand the importance of a proper procedure to put rooms out of order. I can demonstrate my professionalism. I know that rooms have to be put “O-O-O” for cleaning or repairs to keep them looking fresh. STEPS HOW/ STANDARDS TRAINING QUESTIONS Coordinate between departments To take a room out of order requires advance planning and careful coordination between Housekeeping, Front Office and Engineering Department

Standard Linen to be clean, spotless and in good condition. Tablecloth and napkin folds to be pristine and white linen to be “really white”.  Why is this task important for you and our guests? Answers:  I understand that when we have a proper procedure in place, we do not have to worry about guest complaints. We can show our professionalism. We can show that we care about how is F&B outlets are presented. STEPS HOW/ STANDARDS TRAINING QUESTIONS Return soiled Linen Each Outl

Policy It is a policy of the company that in order to better support our staff a good working condition to encourage them performance even better, the company would like to offer the staff to have laundry welfare. Procedures Management level staff that stay in house and enjoy the free laundry weal should take the laundry to uniform counter and record it carefully.  Please fill in the laundry list for requirement before pick up the laundry, such as department, name, laundry to

Policy It is a policy of the company that aims to ensure that all employees’ grooming can be neat and cleaning. Procedures The shoes must be maintained and in good condition.  If the shoes condition is deteriorated due to misuse or unofficial use, the employees will have to replace the shoes themselves.  No shoes will be replaced before the said duration. If the shoes do need replacing, the cost shall be charged accordingly. All the shoes must be exchanged at the Uniform Room

FLOOR Policy It is a policy of the Golden Tulip Hotels Group that the hotel’s standard services of attendant assistance to all guests’ on all floors. Our commitment is to serve above standard to guest rooms. Procedures The Floor Attendant service is available twenty-four hours a day and seven days per week. All Floor Attendants will be provided with work phone, and to rapidly respond to the Housekeeping Department when is being called. Each Floor Attendant is responsible for

LAUNDRY Policy It is a policy of the company that the uniform is a very important part of our hotel’s image. In order to better manage our staff uniform to ensure the best enterprise image Procedures Staff's uniforms are not allowed to be worn outside the hotel. Staff shall wear the uniform conform to Hotel’s regulations; anyone who changes the wearing style is not allowed. When the employee returns the uniform to the U&L room, the U&L room will mark the price on the form, le

Guest Interactions Associate proactively greets guests whenever possible; for example, housekeepers passing by in the corridor. Associate is extremely well-spoken, polite and clear, avoiding slang and phrase fragments. Associate readily smiles and maintains an engaging expression Associate makes eye contact, and keeps focus on the guest. Associate exhibits a genuine sense of interest and concern for guest’s satisfaction. Associate exhibits the ability to anticipate needs; not

Kalihara Hotels Code of Ethics & Business Conduct Introduction At Kalihara Hotels we believe that strong ethics and good business should go together naturally. We are committed to operating our company with integrity and in accordance with the highest ethical standards. Our reputation is built upon the trust and confidence of all our stakeholders, and is an integral part of vision of our group. This Code of Ethics and Business Conduct (‘The Code’) sets out the principles and

VISION: The Front Office will reconcile all guest room status with housekeeping three times daily by 9:00 a.m., 1:00 p.m. and 5:00 p.m. SCOPE: To ensure that all guest room status information is completely accurate. RESPONSIBILITY: Front Office Manager Executive Housekeeper PROCEDURE: A.M. HOUSEKEEPER'S DISCREPANCY REPORT The A.M. Housekeeper's Discrepancy Report is prepared each morning and will reflect discrepancies between a physical "room inventory" taken by Housekeeping

Goal: All properties will follow established procedures when a guest item is found on the hotel premises. SCOPE: To establish procedures for the turning in, documenting and returning of guests lost and found articles. By doing so will foster positive guest relations and demonstrate good will on behalf of the hotel. PROCEDURE: The hours of operation will be 7:00 A.M.-5:00 P.M. daily. All calls regarding lost and found will be referred to the Housekeeping Department. The main l

Goal: A Convention Resume will be completed for all "large" and/or "complex" groups, as designated by the Convention Coordinator and/or Sales Department. SCOPE: To detail all pertinent information on an upcoming group. AUTHORIZATION & RESPONSIBILITY: The Convention Coordinator and/or Sales Department must determine which groups will require a Convention Resume. For most of Tecton operated properties, the suggested guideline is to require a resume for groups utilizing 50 or mo

Below are checklists for each department to complete when the hotel is in a sold-out situation. Each department has its own responsibilities to complete within certain time frames. Please complete these checklists on each opportunity we have to zero out the house. The tasks should be shared with the entire department but the ultimate responsibility falls on the Supervisor/Manager for each department. Once the checklists are completed, please place them in the Rooms Director/D

Goal: All properties will follow standard procedures as established in this SOP regarding extra charges for multiply occupancy, rollaways, cribs, and refrigerators. SCOPE: To outline the conditions under which a property may charge for additional persons and items in a guest room. PROCEDURE: CHILDREN No additional charges will be incurred for children under eighteen years of age, provided they share a room with their parents. If two adults occupy two rooms with children under

Goal : GUEST LAUNDRY AND DRY CLEANING SCOPE: To define policies and procedures to be followed when guest laundry and dry cleaning services are contracted with an outside operator. To ensure that guest laundry and dry cleaning services are provided in a high quality and professional manner. RESPONSIBILITY: The Rooms Director/Director of Operations has the responsibility for selecting the outside operator, negotiating agreement terms and monitoring service. REQUIRED SERVICES Th

Creating a welcoming atmosphere for a guest's arrival is vital in the hospitality industry. Every detail makes a difference – from...