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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

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