MODULE 1: HOUSEKEEPING DEPARTMENT

ACCOMMODATION PROPERTIES
Session Objectives
In this lesson, you will be able to:

Identify the different types of accommodations

Differentiate the types of accommodation

Introduction
The lodging industry refers to all types of home-away-from- home. Almost everyone who travels is in need of a clean,
safe and comfortable place to rest or sleep, food service, an area of socializing and meeting other people and access to
stores and shops.

Types of Accommodation
Any property that offers in-house accommodation has its own housekeeping department.

Housekeeping departments operate within:

Hotels, motels, and clubs

Resorts, chattels, and hostels
Passenger ships and trains
Serviced apartments

DUTIES AND RESPONSIBILITIES

Session Objectives
In this lesson, you will be able to:

Identify the staff of the housekeeping department

Differentiate the responsibilities of each staff of the housekeeping department
Demonstrate the different tasks assigned to each staff of the housekeeping department

Introduction
Housekeeping is an important area in any accommodation property. The role of housekeeping is to ensure the comfort and
safety of guests while they are staying at a hospitality organization. To take on this responsibility, each staff of the
housekeeping department is given his own area to take care in running the accommodation or establishment.

Valet Runner: Valet Service

POSITION SUMMARY:

The valet runner offers valet services under the housekeeping department. He ensures that all the guests needs are met,
including unpacking and packing clothes, cleaning and polishing shoes, etc. He can also be asked to run errands for the
guests.

DUTIES AND RESPONSIBILITIES:

Services can include, but are not limited to:

Professionally and confidentially communicating

Perform unpacking /packing guest luggage
Cleaning and polishing shoes
Check guest laundry and dry cleaning needs
Repairing of clothes and other guest belongings
Organising guest activities and needs such as secretarial duties, restaurant bookings, car hire, tours, specified
purchases of gifts or other items
Provision of concierge function such as;
Recommendations for dining and shopping
Suggestions for transport and sight-seeing
Options for tourism and leisure activities
Acquisition of personal services
Making, altering or confirming travel arrangements.

Laundry Attendant: Laundry Linen and Guest Clothes

POSITION SUMMARY:

The role of the laundry attendant is to issue uniforms and linen to staff according to systems and procedures laid down
by the hotel management. Also takes inventory and control movement of soiled, damaged and fresh linen and uniforms.

DUTIES AND RESPONSIBILITIES:

Issue linens and uniforms

Check and count laundry items
Sort laundry items for washing,pressing or dry cleaning
Tag laundry items
Check laundry items for stains and/or damage
Perform necessary repairs
Perform appropriate laundering process
Perform correct packaging of laundered items
Arrange the charging of the guest account and produce any necessary records.

Public Area Attendant: Clean Premises, Facilities and

Equipment
POSITION SUMMARY:

The public area attendant keeps all lobbies and public facilities (such as lobby restrooms, telephone area, the front desk,
and offices) in a neat and clean condition.

DUTIES AND RESPONSIBILITIES:

Cleans rooms, hallways and restrooms.

Cleans and maintains restaurants and banquet halls.
Sweeps carpets.
Empties ashtrays and urns.
Polishes furniture and fixtures.
Vacuums and polishes elevators.
Keeps the front of the hotel free from trash.
Cleans rugs, carpets and upholstered furniture using a vacuum cleaner , broom and shampoo machine.
Washes walls and ceilings, moves and arranges furniture, and fixtures.
Sweeps, mops, scrubs, waxes, and polishes floors.
Dusts and polishes metal work.
Maintains housekeeping carts.
Removes trash collected by room attendants.
Upkeeps responsibly all the equipment which he is using i.e., vacuum cleaner, trolleys, scrubbing machine.
Maintains a time schedule for cleaning of his areas.
Performs spring cleaning of his area as per the schedule given to them.
Enters into offices with appropriate authority for maintenance or other activities like pest control, shampooing of
carpet etc.

Room Attendant: Clean and Prepare Rooms for

Incoming Guests
POSITION SUMMARY:

The room attendant performs routine duties in cleaning and servicing of guest rooms and baths

DUTIES AND RESPONSIBILITIES:

Clean and store cleaning equipment properly

Clean room according to operational standards
Check operational readiness of all items
Replinish guest supplies and room equipment
Report room defects and damaged items
Report suspicious items and situations
Handle lost and found items
Provide turn- down service
MODULE 2: HOUSEKEEPING REQUEST
RECEIVE REQUEST

Session Objectives
In this lesson, you will be able to:

Identify the different types of guest requests

Infer the important information in receiving a request
Demonstrate the proper way of receiving a request
Record the guest request

Introduction
Given that the housekeeping staff are usually very busy trying to achieve the tasks set for them by the Executive
Housekeeper on a daily basis, they must still ensure they handle any requests from in-room guests in addition to their
allocated work load, and to do so in a polite and friendly manner, in accordance with relevant house policies and
procedures.

Accept Housekeeping Requests

Types of Guest Requests

A) Need for item sent to the room

Additional equipment in their room

Valet or laundry service
Additional bedding / Extra Bed
Extra tea, coffee, sugar, and milk sachets
Extra crockery or cutlery
Vases
Replacement items such as hair dryers, irons, and electric jugs to replace the items that are not working
Extra bathroom guest supplies<
Additional items in compendium
Additional towels
Extra hangers for clothes, extra pillows, extra blankets
A power conversion board
Ice and ice buckets
Flat iron and ironing board
Room Service for breakfast / dinner
Adjustment to room temperature
Tuning in of television to favorite channel
Other coordination requests

B) Servicing of room

Make up room
Clean-up after in-room party or entertainment
A special room service where they have spilled something on the floor
C) Repairs

Repair or removal of broken equipment

Instructions to enable them to work equipment
D) Lost and found

E) Handling complaints

Noisy people in the room next doors

Poor view from the balcony
Noisy pigeons outside the room which stop guests getting to sleep
Noisy elevators near the room
Lack of facilities in the room
Quality of facilities that is below guest expectations
Adjustment of room temperature
Advertising that has created expectations that are not being met
Types of Staff Request

A) Repairs

Cleaning duties of each item such as furniture, carpets, equipment, windows, floor, and bench surfaces
Cleaning of in-house facilities including public areas, change rooms, and offices
Emergency cleaning unexpected cleaning requests
Cleaning and servicing of staff changing rooms

B)Staff Uniforms

Order and supply of staff uniforms

Providing laundry service countless properties operate their own laundry service while others use the services of
an outside commercial laundry. Most of the staff uniform is cleaned through the housekeeping department

C) Provision of Supplies

Cleaning products, rags, and equipment

Chemical
Clean linen for F&B departments
Towels for gymnasiums

D) Security

Check rooms and floors for safety concerns

Ensure guest room and emergency doors are shut
Close storerooms
Participate in emergency and evacuation procedures

E) Other tasks

Move room service trays from rooms or corridor to appropriate store area
Check mini bars for departing guests
Check actual status of room whether a guest has actually left the room or if it is occupied
Record Housekeeping Requests
Confirm and Note Details of the Request

When a guest is making a request, it is important that you write down the following details:
o Guest name
o Room number
o Specifics of the request type of item or service required, number involved (where appropriate e.g. 2
glasses)
o Time for delivery to the room that was agreed upon

To clarify details of the request, the key is to repeat back to the guest what it is they have told you they want. It is
always wise to confirm the details to save time, effort, and guest frustration if the wrong item or service is
delivered.

Advise on Time for Provision/Delivery

The timeframe for meeting any guest request must be reasonable and achievable.
In providing a request, it is best if the guest agrees that the time given by you is agreed upon by them. There are
times that they place timelines that simply cant be met. Obtain agreement where possible and where you cant do
your best and be as quick as you can.
Never allow yourself to be forced or intimidated into a timeline that you know cant be met. It is far better to
politely explain the limitation, explaining the reasons why, where applicable, and re-assuring the guest that you
will act as quickly as possible.
There are times that you dont have to have an agreement with the guest about the timeline of the request delivery.
By supplying the timeframe to the guest on your own, you are showing that the request has been taken seriously
and it is giving the guest an expectation about the service to be provided.

Time delays

Examples of breakdown in providing housekeeping services to rooms

o Sub-standard servicing of the guest room when the room was prepared
o A previous promise to deliver a service may not have been fulfilled
o The room attendant failed to notify the Floor Housekeeper as to a room with a Do Not Disturb sign at
the end of the shift thus the room had not been serviced.
o A promise to deliver something to a certain room at a certain time may have not been met.
o An item that was promised to a guest turns out to be unavailable and cannot be supplied as promised.

PROVIDE REQUEST

Session Objectives
In this lesson, you will be able to:

Distinguish how to provide housekeeping requests depending on the situation

Identify requests that can be done within the department or with other departments
Demonstrate the proper way of providing housekeeping requests
Introduction
In providing housekeeping requests, most of the time these tasks can be performed by yourself or within the housekeeping
department but in some cases in order to respond to a guest request it requires the involvement of other people or
departments. A guest is not concerned who handles his request but simply wants his request handled in a satisfactory and
timely manner.

Liaise with Other Staff to Obtain and/ Deliver Identified

Service or Items
On some occasions the person receiving the request for housekeeping services may need to obtain assistance from
another staff member to comply with the request.
If you think that you are unable to provide the request on your own, you should always be prepared to ask help
from others. You should also be prepared to help others when they ask for assistance.
When you receive a request from a guest who appeared to be annoyed, upset, or affected by drugs / alcohol then
you should always obtain help from another staff
Regardless if the request has been forwarded to another person or not for completion it is important that you
ensure that the request is given appropriate action.
Keep track of what is happening with the request and inform the guest about it.
Once the request has been fulfilled, it is a good idea to check with the guest to ensure they are satisfied with the
outcome.

Locate and Deliver Required Items to Guest Room

Once a request is received, you must promptly seek out the item or equipment requested within the agreed
timeframe.
In taking action on a guests request, you will probably just go to your trolley or the nearest housekeeping store
room, grab what is needed and take it to the guest room. Most request relate to items that the room attendant has
easy access to.
If the request is outside your normal work responsibility, you should:
o Record and confirm the request
o Pass the details on to the relevant person for them to action
o Never tell the guest to contact a certain department because the housekeeping department do not handle
such requests.

Passing on requests

When the request fall outside your designated work responsibility, the appropriate person must be notified and the
request passed on.

Pass on all relevant details including the name and room number of the guest. This allows the person to get back
in contact with the guest to clarify things or amend the promised delivery time.
Make sure the person you give the message to understands it. Get them to repeat it back to confirm it. Make
special mention of any important bits including the need for urgency.
Stress any agreed time that have been given. Make sure to follow through the agreed timeline with the guest.

Set up Equipment in Guest Room

Once in a while the housekeeping department may be asked to help set up items requested by guests. It is important that
these requests are accommodated as quickly as possible because the guests are usually waiting for the item to be used.

Possible items involved in set up

The items that may need setting up could include:

Tables and chairs- for meetings or to assist with the provision of room service meals
Internet connection
Television
DVD player
Data projector
Portable bed
Portable cot

Know the House Rules

As part of the housekeeping department, it is important that you familiarize yourself with the different types of
equipment that need to be set up. Make sure that you employ the steps to actually set up the equipment in a safe,
secured and fully-operational manner.
You must follow all of the health and safety regulations imposed by the establishment when moving items about,
especially the heavy items.
Establishment policies on setting up equipment should be followed.

Collecting Items from Guests

In some occasions, the guest will only require an additional piece of equipment for a certain span of time.

When this item is placed in the room, make sure that you ask the guest as to what time you can come back to collect the
item.

The main reasons to identify a time for collection of these items are:

To allow the guest to plan their stay in the room; it saves them wondering what is going to happen in relation to
the item.
To prevent the situation where the guest may place the item at the corridor outside their door, minimizing the
chance of damage to the item, or theft.
To clear the guest room from unwanted items that is taking up space.
To allow the asset to be put back into inventory and available for use by another guest if the need arises.

Relative to agreeing on a time for collection of these short-term (or other) loan items:

To The arrangement to pick up should be made as a suggestion only rather than a requirement; the central idea is
to provide service and not to set limitations or tell the guest of what to do.
Guests should be encouraged to contact housekeeping and arrange for an extension of the pick-up time where they
want the item for a longer period.
Where housekeeping staff will be off duty when the pick-up time arrives, arrangements should be made with
another department to collect the item.
Log books

Some establishments will have a log book to record information about when and where extra items were delivered
and when they need to be collected.
When an item is recovered from a guest room and returned to the store (or the vacant room from where it was
borrowed), this log book is signed to notify the return.
The log book assists in tracking out assets and making sure all rooms have the necessary items.

Key in collecting items

If you are going to be late:

Get someone else to collect and make sure they do it on time.

Contact the room, apologize and arrange for a revised time.
Just never be late and always notify the guest.
If the item you are picking up is heavy, take someone else or a trolley to assist you.

When you arrive to collect the item:

Knock on the door and announce Housekeeping.

Greet the guest by name
Apologize, if applicable
Tell them why you are there Ive come to pick up the ......
Ask for permission to enter the room
Thank the guest for their permission to do so
Keep your eyes and ears to yourself
Pick up the item and walk to the door
Apologize again, if appropriate
Make arrangements for a replacement item and a time for its delivery, if appropriate
Thank the guest
Depart the room

PROVIDE ADVICE TO GUESTS

Session Objectives
In this lesson, you will be able to:

Identify the importance of providing advice to guests

Identify the significant information needed in providing advice to guests
Demonstrate the proper way of providing advice to guests

Introduction
Many guests will have direct requests and are clear as to what housekeeping can provide. But there are some guests that
stay in a hotel for the first time and are not aware as to what are available for use in the room. It is your role to provide
assistance and information that may be suitable for their needs.

Advise Guests on Services and Items Available Through

the Housekeeping Department
Items or services that may be required

The guest may require any of the following directly related to the housekeeping department:

Additional equipment in their room

Fold-away bed is portable and already made up bed
Additional bedding
Extra blankets when these are requested it is a good idea to advise the guest that an extra blanket is provided in
the wardrobe just in case they dont know this
Extra pillows *
Extra towels
Hand towels
Face washers
Bath towels
Floor mats
Improvement in the servicing of the room
Room to be re-vacuumed
Area to be re-cleaned
Bed to be remade
Items in compendium
Extra stationery determine what is needed and how many
Bathroom supplies
Extra shampoo
Extra soap
Extra shower caps
Items for beverage making
Extra tea, coffee, sugar, and milk sachets
Extra crockery or cutlery
Repair or removal of broken equipment
Electric water jug/kettle
Hair dryer
Toaster
Iron and ironing board
Light bulb changed
Air conditioning/heating system fixed
Instructions on how to operate an equipment
Instructions on how to turn on an entertainment equipment
Instructions on how to operate a heating system
Instructions on operating the in-room safety deposit box

Advising on hotel services and items

As the front liner it is your role to:

Provide information directly

Arrange for someone more suitable to come in person to provide information
 Follow up a request including dinner reservations
Arrange copies of information sought including maps, brochures, menus or contact information.

Guest is Advised on Use of Items Delivered

Keys to providing advice

In addition to operational knowledge, important aspects of providing advice are to be noted:

Explain the functions and operations of all aspects of the item that the guest wants to know about including all
the switches and knobs.
Make sure all health and safety requirements are covered remember the property has a duty of care to all its
guests
Use clear terminology, simple words, stay away from jargon
Use simple questions to test their understanding of what you have explained to them

Instructional sheets in different languages

Many guests will not be familiar with equipment in the room as:

They are not the same as they use at home

They may be more technologically advanced
They may be connected to an in-room system for example the lighting system may be controlled by a master
panel
It is in a different language

Regardless of what they are familiar with, it is important that you are able to communicate instructions in a manner which
they can understand.

A very good way of doing this is through instruction sheets which are in different languages or use symbols and pictures
to explain how they are used.

Liaise with Other Staff and Department to Provide

Support Services
As a housekeeping staff member, you will be required to have a firm basic understanding of the items in the guest room
and how they operate. It is important to remember that your role, first and foremost, is to ensure that the room is clean and
tidy.

Items

Technologically advanced items such as computers, data projectors and internet access
Mechanically advanced such as televisions, fridges and air conditioners

You are not expected to understand the inner workings and components of all items in the room and therefore will not
always be able to demonstrate or explain how to use it
Services

As staff members, you will have a basic understanding of all the items and services provided in the hotel but will not be
expected to provide detailed descriptions.

In addition, many guests will require information on events and activities in the local community which you cannot fully
describe as a staff member.

Access experts to provide advice

It is important that the most appropriate person is sought to provide further information and advice when you are not able
to describe in detail information that the guests need.

This must be done in a timely manner. It may involve getting the expert to:

Come and explain or demonstrate to the guest personally or over the phone
Providing explanation to the housekeeping staff member, who will relay the information to the guest
Providing information in a written format including brochures, maps, user manuals, or guides.

LIAISE WITH OTHER DEPARTMENT

Introduction
In most cases, it is the responsibility of the housekeeping department to carry out any guest requests that they receive. But
when the situation arises that you are not able to perform the request, it would require the involvement of other people or
departments.

Report Malfunctions as Required

You must do your best to immediately replace the item in the guest room by seeking a replacement from the
housekeeping department, storage or substituting one from a vacant room.
When the item is of such importance such as the fridge, the television, air conditioner or stove, front office should
be notified so they can take the room off the board and not sell it.
If the room is occupied and a major piece of equipment is malfunctioning and cant be repaired or replaced
immediately, the guest will have to be re-roomed (room change) to another room.
It is the housekeeping staff who will have to move the guests luggage and belongings in such cases, and set up
those belongings in the new room.

How to report malfunctions

The traditional ways of reporting these equipment problems are:

Verbally face-to-face or over the phone with the Floor Housekeeper, Maintenance Department or the Executive
Housekeeper.
Completing a relevant in-house report form these are pro forma documents that detail the item of equipment, the
room number that the item came from, the problem that was identified, name of the person who reported, date.
Where establishments have their own in-house maintenance department it will be the Executive Housekeepers
responsibility to contact them for repairs or to make a judgement about replacement rather than repair, for which,
the expenses will be charged against the Rooms Division.
Advice Management of Dangerous or Suspicious
Circumstances
Taking action

If you noticed an item that looks unusual or suspicious, or see an occurrence that is suspicious, appropriate action should
be taken immediately.

The appropriate action may be spelled out in the standard Emergency Procedures for your review.

The action may be to:

Advice the Floor Supervisor, Floor Housekeeper or the Executive Housekeeper

Contact the venue security

Always adhere to workplace policies and procedures when dealing with such matters, as they are potentially dangerous
and serious.

An unusual item or situation may include:

A package left unattended at the corridor or stairways

An item that is heavily bloodstained
A package left in a check-out room
A weapon found in a room whether the room is a stay room or a departed room
A package thought to contain drugs
Explosives
Evidence of drug taking in a room including the presence of drug paraphernalia

Suspicious occurrences of people may include:

Person behaving nervously or anxiously in a corridor, stairway, near a store room, in the guest laundry, etc.
Person in an area that they shouldnt be, such as areas with the signage restricted for Staff Only
A person using excessive force against another person
Loud voices and swearing
Sounds that indicate damage is being done
Person seeming to loiter on a floor, along corridors, in public areas
Person asking you to let them enter into a room

If you see or hear anything that is suspicious, unusual or appears illegal, you should:

Not say anything to the persons involved

Try not to alert them to the fact you have noticed something suspicious, unusual etc.
Try to remember as much detail as possible write down notes when safe to do so
Alert the relevant person as soon as possible in such a way that others (those involved and other guests) cannot
hear what is being said
It is rare for you to have to call the police so you should refrain from doing this in all but the most extreme cases
of actual imminent danger.
HANDLING COMPLAINTS

Session Objectives
In this lesson, you will be able to:

Identify the importance of handling complaints properly

Identify the different types of complaints
Demonstrate the proper way of handling complaints

Introduction
Ensuring guest comfort may relate not only to issues that can be handled quickly by housekeeping but also direct request
relating to displeasure with the services and items available in the establishment. In most cases housekeeping may not be
able to rectify these complaints personally, but should ensure the appropriate person is contacted in a timely manner.

Receiving Complaints
There would be circumstances, even with the best intensions, that things can go wrong and will end with a guest
complaint.

Handling complaints

To guarantee that the guest is comfortable during their stay in the establishment may not only be directed to issues that
can be handled quickly but also handle or direct guest requests relating to:

Noisy people in the room next doors

Poor view from the balcony
Noisy pigeons outside the room which stop guests getting to sleep
Noisy elevators near the room
Lack of facilities in the room
Quality of facilities that is below guest expectations
Adjustment of room temperature
Advertising that has created expectations that are not being met

In handling guest complaints, follow these guidelines:

Remain pleasant at all times, but do not smile when the guest is complaining.
Keeping your composure when a guest is complaining helps you to think clearly on how to handle and solve the
situation. Keep in mind that too much pleasantness, such as eagerly smiling while he guest is talking, may make
the guest more irritated. It may make the guest think that you are not taking his concern seriously. Remain
pleasant but also appear serious that you are there to solve his complaint.

Listen without interruption

Make sure to listen to the guest intently as to not miss any detail of his complaint. Take down notes if possible.
 Thank the guest for bringing to your attention his complaint
Though it may be a flaw in your service, it is a good thing that a guest has shed light to any irregularities in your
service. Take it as an opportunity to improve the service given in your establishment.

Focus on the issue and dont take the complaint personal

The complaint is directed towards the service rendered in the hotel not on your personal character so dont take it
personally and just make ways to resolve the problem to get the job done.

Resolving Complaints
In resolving guest complaints, follow these guidelines:

Ask the guest how he would like you to resolve the problem
By asking the guest how he would like for the staff to resolve the problem, it ensures that whatever solution that
will be done to fix the problem will be of approval to the guest.

Take note of the correct procedure and establishment policy on dealing with customer complaints
Each establishment has their own rules and guidelines on how to handle complaints from the guests. Make sure
that when a guest complains, you are able to uphold and follow said guidelines at the same time satisfy the guest.

Apologize to the guest for the inconvenience

Always apologize to the guest whenever a service provided was not of their liking. It shows that you are there to
satisfy their needs all throughout their stay.

Assure the guest of your immediate possible assistance

Not taking action in solving the problem may make the guest angrier. Fix the problem as soon as possible.

Advise your supervisor and get their feedback as to how they feel you have handled the situation
Asking for your supervisors feedback on how you handled the situation will help you improve your skills and
how you communicate and provide services to the guests.