HOW TO CLEAN GUEST SHOES

Guest Expectation:

I like to wear polished shoes – I think they make a statement about a person.  Usually I travel with minimal shoes – often only 2 pairs, so they need regular cleaning treatment.  This is a service which is an added extra to 5 star hotels and I appreciate it.

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. I can offer more services than only making up the room.

4. Cleaned and polished shoes are important for our guests

5. Respecting guests need for privacy.

6. We are able to follow the guest request.

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
Collect shoes	When guest places shoes on the shoebox in the closet or calls Housekeeping, collect the shoes and take them to the pantry. Write the room number on a piece of paper and put it in side the shoe.	Why does the Floor Supervisor issue the report? Do I need to clean shoes of guests as well when they are not placed on the shoe box? Why do I need to put the room number on a piece of paper?
Clean shoes	Check the material of the shoes. If you are uncertain, check with your supervisor. Clean shoes first from dirt. Take the brush and use: black shoe paste for black shoes brown shoe paste for brown shoes Natural color for others Wait for 5 minutes before polishing. For polishing use a polishing brush or a cloth. Have 3 different cloths ready for each shoe color.	Can I take brown shoes paste for black shoes? Is 5 minutes enough to wait before polishing? What is the difference between a brush and a cloth? Why do I need 3 different cloths?
Return shoes	After shoes are clean and polished, return shoes to the room and place them  the box with a tag: Dear Madame/Sir we have returned your shoes.

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

Summary questions:

1. Why do guests want their shoes to be cleaned?  Why can’t they use the Shoe Buffer provided in their room to do it themselves? (answer - because that only polishes, doesn’t remove stain)

2. What happens if I use the wrong shoe paste?

3. What happens if I mix up the room number?

4. Is there a difference between cleaning male and female shoes?