HANDLING GUESTS PERSONAL BELONGINGS

Guest Expectation:

It is important that employees take care of my personal belongings as they have value to me and I do not want them lost or damaged.

Why is this task important for you and our guests?

Answers: 

1. I understand how important personal belongings are to our guests.

2. I am able to increase GSI scores.

3. I can show my professionalism.

4. I can demonstrate how much care we take with their belongings.

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
Clothes	Place guest clothes on hanger and hang inside the closet.   For pajamas, fold them neatly and place them on the top of the pillow after the bed is made.	Have a standard number in all hotels? Why do I need to put cloth back into the wardrobe? Why can I not put pajamas into the wardrobe?
Books and newspaper	Dust and place guest books and newspapers together. Do not change the location. Never pry into guest personal items. Do not read the guest’s books, newspaper or magazines.	Why do I need to dust books and newspapers? Can I just read the most important parts on the Newspaper?
Valuable items	If valuable items are left in the guest room, inform the Housekeeper and Security. Ask you Supervisor or Security Manager to witness the item(s)  Note items on your worksheet. Place the item(s) back in the same location after dusting the surface.	Why can we not put the items into the save? Do I really need to have witness? Does the guest realize, if the items are not replaced to the original location?
Suitcase	If you need to vacuum the area around the suitcase, move the suitcase to allow you to vacuum and then return it to its original position. If the Suitcase is to heave, ask for help from your colleagues.	What am I doing, if the Suitcase is too heavy? Can I vacuum around the Suitcase?
Shoes and socks	Arrange shoes and socks neatly in the closet or any place where the guest has left the shoes and socks.	How can I touch the socks, can I wear gloves?
Clothes	Place guest clothes on hanger and hang inside the closet.   For pajamas, fold them neatly and place them on the top of the pillow after the bed is made.	Why do I need to put cloth back into the wardrobe? Why can I not put pajamas into the wardrobe?

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

Summary questions:

1. What will be written on the DND sheet?

2. What is important when moving guests valuables?

3. Do I need to remove socks?

4. Can I leave the Suitcase where is?