HOW TO CHECK A GUEST ROOM

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: 

1. I know what the guest expects.

2. If I check the Room properly, I am able to increase GSI

3. I can demonstrate professionalism.

4. I can make our guests happy and they will feel comfortable.

5. Respecting guests need for privacy.

6. We are able to follow the guest request.

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
Check the Guest Room	Always check the room in a clockwise or anti-clockwise movement.	Why is accuracy and consistency in portion important?  Why do I have to check the guest room in this fashion
Cleanliness of Furniture	Check the cleanliness of all furniture and put it in good order according to the standard. Entrance Door Writing Desk Wardrobe Mirrors Paintings  Night Table Check whether painting, Wardrobe hangers, collateral is hanging straight and positioned properly. Define Standard for collateral as: Guest Letter Envelopes	Why is accuracy and consistency in portion important?  Why do we put so much importance on furniture? What is the content of the collateral Folder?
Check exchangeable items	Envelopes Check whether all amenities and supplies are as per the standard and are in good order. Bath Amenity: Shampoo Hair Conditioner Body Lotion Mouthwash Amenity Boxes: Vanity Box Sanitary Box Shower Cap Tooth brush Comb Shoe Mitt Shaver & Razor	What is the amenity set up in the guest room? What will happen if I forget to setup the guest room?
Check electronics	Check whether all facilities are working and in good order. Television Radio, Alarm clock DVD player DVD Remote controls Water Kettle Light bulbs	What will happen if I forget to setup the guest room? What do I do if the remote control is not working? What do I do if the kettle is not working? Can I change a light bulb or must I call Engineering?
F&B Minibar &  Items	Check whether the mini-bar items in the refrigerator are supplied according to the standard and are within their validity time. Check additional: Water glass Wine glass Coffee Cup Coffee and Tea Sugar Sweetener	What is the content of the Minibar? How do I clean a Champagne glass? Why do guests need additional sweetener?
Curtains	Check whether the curtain can be closed or drawn open completely.  Record on your work sheet the time	What are 2 curtains in the guest room? Can they be closed during the day?
Carpet & Wall paper	Check whether the carpet in the guest room has been vacuumed and has signs of dirt or stains. Check there are no items underneath the bed. Check stains and scratches on the wall paper.
Window	Check the cleanliness of the window. Check the quality of the floral arrangements. Arrange exchange if necessary.	What can I do if I cannot reach the top of the window?
Leaving the guest room	Ensure every guest room has an emergency evacuation plan behind the Guest room door. Close the door and leave the room, ensuring the door closes properly.	What is important about the evacuation plan? Do I have to check if the door closes properly?
Reporting	Report to Housekeeping office if you find any defect and key them into the Logbook for follow-up. Ensure a maintenance request is issued.	Is this checklist important? What does a Maintenance request look like?

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

Summary questions:

1. What is the standard methodology of checking a room?

2. What furniture do I have to check?

3. What electronics do I have to check?

4. What items are in the Minibar?

5. Do the curtains have to be closed or can they be kept open after room cleaning?

6. Who is cleans the external windows?

7. Why do I have to check under the bed?

8. Why is the Emergency plan behind the Guest door?

9. What do you do if you notice a defect?