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Guest Expectation: I expect that carpets are clean and not worn. I don’t like observing spots after breakfast which are still there the next day.  I expect people who work in upscale hotels to be detail oriented. Why is this task important for you and our guests? Answers:  I understand the importance of spot cleaning. I understand that it is not always necessary to clean the whole carpet. It is important for us to take good care of our material, as this shows our professional

Guest Expectation: I expect floors to be clean in a hotel.  Special care needs to be taken on stone floors, as dirt cannot easily be seen on this material. Why is this task important for you and our guests? Answers:  I understand the importance of having clean stone floors. It is important for us to take good care of floors, as this shows our professionalism STEPS HOW/ STANDARDS TRAINING QUESTIONS Preparation equipment Prepare a bucket of diluted all-purpose cleaner in hot wa

Guest Expectation: I expect public area restrooms to be clean and regularly checked. Why is this task important for you and our guests? Answers:  I understand the importance of having clean sanitary areas. I can increase the GSI score. It shows my professionalism. I understand that cleanliness is important for the image of our hotel. It shows my professionalism. I understand that cleanliness is important for the image of our hotel. STEPS HOW/ STANDARDS TRAINING QUESTIONS Entr

Guest Expectation: I expect brass items to be well polished and free of fingerprints. Why is this task important for you and our guests? Answers: I understand the importance of having polished brass It is important for us to take good care of our material, as this shows our professionalism We can increase our GSI score. STEPS HOW/ STANDARDS TRAINING QUESTIONS Preparation Prepare some damp and dry cloths. Chemical: Use BRASSO for solid brass only.  Don’t use it on any other me

Guest Expectation: I expect the hotel lobby to be impressive. I expect it to be clean and the ambiance enhanced by pleasant people and surrounds such as music, candles and flowers in accordance with the design. I expect to be greeted in the Lobby. Why is this task important for you and our guests? Answers:  I understand the importance of having a clean Lobby. It is important for us to know how we can create such a great first impression. We can increase the GSI score. STEPS H

Guest Expectation: I expect toilets to be regularly cleaned Why is this task important for you and our guests? Answers:  I understand the importance of having clean sanitary areas. It is important for us to take good care of toilets, as this shows our professionalism. We can increase our GSI score. STEPS HOW/ STANDARDS TRAINING QUESTIONS Preparation Prepare all the cleaning tools and chemicals that are required. Why do I need to prepare all this items for cleaning a toilet? C

Guest Expectation: I expect the hotel to be regularly vacuumed. I recognize a dirty hotel and the image of the hotel suffers when this is the case. Why is this task important for you and our guests? Answers:  I understand the importance of having vacuumed carpet. This is part of our image. It is important for us to know, how we have to vacuum. We can increase the GSI score.  We can show our professionalism. STEPS HOW/ STANDARDS TRAINING QUESTIONS Preparation Make sure the mac

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