EXTRA BED AND BABY COT REQUESTS

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: 

1. I am able to increase the GSI score.

2. I can show my professionalism.

3. 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 Service Center	When a guest requests an extra bed or baby cot through the Guest Service Center, the HSK Office will be called to deliver the baby cot.  FO must advise the guest of the additional charge. HK office will call Floor Supervisor and the Room Attendant will deliver baby cot	Guest calls Guest Service Center
Guest calls HK directly or asks Room Attendant.	If the guest calls directly Housekeeping, the coordinator will call the Floor Supervisor and Room Attendant will immediately deliver the request.  HSK Office will advise the guest of the charge. HK Coordinator must inform FO of the additional charge. If the RA is approached directly by the guest, fulfill request accordingly and inform HK about the charge.	Guest calls HK directly or asks Room Attendant.
Preparation	Check to ensure that the bed or cot is in good condition. Prepare bed sheets, blanket, pillows and pillow cases to make the bed. Stock for the linen is in the pantry.
Making bed	Greet guest and politely confirm with the guest the extra bed or baby cot and ask for the location to set up the bed/cot by saying: Madame/Sir I deliver your extra bed/baby cot. What would be the most convenient place for you to set up the bed? Make bed according to “How to make up bed” SOP.
Guest amenities	Provide the guest with additional amenities accordingly as: 1 additional pair of slippers 1 additional pair of tooth brush 1 additional pair of mineral water	Guest amenities
Finish	When the job is completed, check with the guest to see if further assistance is required. by saying: Madame/Sir, is there anything else I can do for you?   I wish  you a pleasant night’s sleep” If guest requires more amenities or towels, handle the request accordingly	Finish

Now ask the trainee to practice the task from start to end to test competency.

Summary questions:

1. What are the charges for a role away bed and a baby cot?

2. How many baby cots does the hotel have?  What happens if we have run out of baby cots?

3. Why do I need to add amenities for the 3rd person and where do I place them?

4. What do I need to do after completing the job?

5. Why do I need to make the bed, why is it not pre-prepared?

6. Must I leave towels for babies?