Information Sheet 1.

1-1
Details of Housekeeping Requests/Services
Learning Objectives:

After reading this INFORMATION SHEET, YOU MUST be able to:

1. Identify the proper way in getting requests coming from the guest
2. Demonstrate the proper ways in accepting housekeeping requests from the
guests in accordance to the industry standard
3. Acknowledge the importance of applying the proper way of serving guests
requests

Time Duration: 2 hours

Introduction:

Housekeeping plays a big role in the tourism industry.

Most people see housekeeping services as simply cleaning certain area assigned to a
housekeeping attendant but from an operational perspective, there is a lot more to it
than just that.

The role of housekeeping is to ensure the guest comfort and safety while they are
staying at a hospitality organization.

The hotels, inns, or resorts will be the home away from home for the guests so it is very
important to take into consideration the safety and comfort apart from them enjoyment
that the establishment may offer. The aim of housekeeping is to make guest’s stay more
relaxing, comforting, and safe.

It is therefore important that housekeeping staffs maintain professional level of integrity

with their work specially those who are assigned to clean guest rooms. Housekeeping
staffs must have higher level of integrity, honesty, discretion and respect as a guest
needs to feel that what takes place or what they left in their room when they are not
around will be safe and also remain confidential.

I. Terminologies On Hotel Housekeeping

OCC - occupied

SO - slept out

VR - vacant and ready

PAX - person

VD - vacant and dirty

NSI - not slept in

OOO - out of order

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 NCI - newly checked in

BLO - blocked

VAC - vacant

NS - no show

HOLD - room held for something which would not take more than two hours

Spring Cleaning - when a room needs to undergo general cleaning, repair or

repainting

General Cleaning - when a room due to reason or another, needs to be cleaned

for more than a day

Types of accommodation properties

The items included in a room or upon request differ depending on the type of
accommodation provided.

Housekeeping requests made by the guests can be made across a range of

accommodation properties for different reasons.

A housekeeping department exists in any property that offers in-house accommodation

such as:

Hotels, motels and clubs

Resorts, chalets and hostels

Passenger ships and trains

Apartments and inns

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Basic Operational Skills of Facilities and Equipment

Vacuum Cleaner
Proper Use and Maintenance
 It is used to eliminate loose soil and
dust particles from carpet surface,
upholstered furniture and even hard
surfaces.
 Dust bags must be emptied daily.
 After using, roll back the wire neatly
on the back of the vacuum cleaner.
 Place it on one end of the trolley.

Floor Polisher
Proper Use and Maintenance
 To be used in scrubbing, stripping and polishing hard floor surfaces and also vinyl
wood parquet, etc.
 Use the appropriate pad for scrubbing, stripping and polishing.
 Give the wax on the floor enough time to dry before polishing.

1. Operational Control
2. Safety Lock
3. Handle Tube
4. Power Cord
5. All Metal Housing
6. Pad Drive

Carpet Sweeper
Proper Use and Maintenance
 Use to pick up dirt and particles from the carpet
 Press the handle and push towards the dirt to vacuum-sweep the carpet
 They are lightweight and quiet, enabling users to quickly clean crumbs up from the
floor without disturbing patrons, patients, babies and pets.
 A carpet sweeper typically consists of a small box. The base of the box has rollers
and brushes, connected by a belt or gears. There is also a container for dirt. The
arrangement is such that when pushed along a floor the rollers turn and force the
brushes to rotate. The brushes sweep dirt and dust from the floor into the container.

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 Carpet sweepers frequently have a height adjustment that enables them to work on
different lengths of carpet, or bare
floors. The sweeper usually has a
long handle so that it can be
pushed without bending over.
 New powered versions were
designed at the beginning of the
20th century, with rechargeable
batteries and an electric motor to
spin the rollers and brushes.

Mop
A mop such as a floor mop is a mass or bundle of coarse strings or yarn, etc or piece of
cloth, sponge, or other absorbent materials attached a pole or stick. It is used to soak
up liquid, for cleaning floors and other surfaces, to mop up dust, or for other cleaning
purposes.
A dry mop or a dust mop is designed to pick up dry, loose contamination such as dust,
earth and sand from the surface of the floor. It consists of yarn or microfiber and is used
as a first step in cleaning a floor.
Professional dry mops consists of a flat sheet of micro fiber textile or sheets with a
surface of looped yarn, usually about 15 cm wide, and comes in variable lengths usually
30 - 100 cm.
The dry mop can in many instances replace a broom and has the ability to hold a limited
amount of dust or sand within itself, ideally, it should be machine washed when it
becomes saturated with dust. Another option using a vacuum cleaner to suck surface
dust away from the mop however this is ,limited in its effectiveness.
A wet mop or moist mop is, in professional cleaning, used as in the second step in the
cleaning of a surface. The wet mop is swept over the surface to dissolve and absorb fat,
mud and dried in liquid contamination. Professional wet mops consist of a flat sheet of
microfiber textile or a sheet with a surface of looped yarn (which might contain a
microfiber as well), usually about15 cm wide and come in various lengths.

How to use the Dust Mop

1. Prepare the dust mop and warning caution sign.
2. Install the warning or caution sign in the area to be cleaned
3. Pushed the dust mop to remove the dust or dirt from the floor. Either move along the
length or the width of the floor whichever is most favourable towards the direction of the
door.
4. After dust mopping, clean he equipment
5. Return to its proper storage area.

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Squeegee
Using a squeegee and learning the techniques are the most challenging part of window
cleaning. It will take some practice and a little trial and error on your part. The only way
you will ever get any good using a squeegee is lots of practice.
The Feel
The feel accounts for about 90 % of successful squeegee usage. What does feel mean?
When you are using a window squeegee there’s a certain amount of pressure and
speed you have to use to void getting window streaks. If you press to hard or not hard
enough, go too slow or too fast all in the wrong combination, you may get streaking. The
pressure you use will change depending on your speed and the position you are in
when facing the window. You will have to adjust each time you practice until you get it
right.

Steps and Procedure:

1. Prepare the squeegee, glass cleaner and water absorbent rag.
2. Spray a conservative amount of glass cleaner onto the glass panel.
3. Spread the glass cleaner using the foam side of the squeegee. Use the circular
motion stroke.
4. Using the rubberized side of the squeegee, press the squeegee gently onto the glass
panel and move it from left to right.
5. You can also use the downward motion.
6. Clean/wipe dry the rubber of the squeegee before continuing on the other parts of the
glass panel.
7. Wipe dry the edges of the glass panel with the water absorbent rag.

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Room Boy’s Trolley

Proper Use and Maintenance

 Used for stocking supplies and chemicals so as to make cleaning easier and
faster.
 Washed soiled linen and canvass weekly.
 Apply oil to the wheels to prevent rusting and removes strings or hair that maybe
found on the wheel

1. Clean the room boy’s trolley with damp rag.

2. Install the new canvass bags, one for soiled linens and one for garbage.
3. Depending upon the number of rooms to be serviced for the shift, load the trolley with
necessary items.
4. On the topmost shelf should be the bathroom and room amenities.
5. On the 2nd and 3rd shelves, load the linens for the room and bathroom.
6. Lowermost shelf is for the cleaning chemicals and supplies.
7. Clean the trolley after servicing the rooms.
8. Return to proper storage area.

Housekeeping – Trolley or Maids cart setting

 Houseman / Housemaid sets his trolley as per the standard, like bed sheets in
one shelf, towels in another, bathroom amenities in a separate drawer.
 Maids cart can be compared as a giant tool box, It should be stocked with all the
required amenities to complete a complete shifts room cleaning.
 The maids cart should be spacious enough to carry all the required supplies for
one shifts work.
 The cart should be light weight, easy to clean and easily manoeuvrable.
 The cart has to be always well organized and well stocked before starting each
shift.
 A well-stocked maids cart will avoid unnecessary trips to the floor pantry.
 The amount of supplies loaded on to the cart depends upon the number of
rooms, type of rooms to be serviced on the assigned floor.
 The carts are normally stocked from the floor pantry.

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  Never over stock or under stock the cart: Overstocking will increase the risk of
accidents or damage to the supplies. Whereas under stocking can slow down the
efficiency of cleaning because of the regular trips to the floor pantry to collect the
required items.
 Record the items loaded on the cart on the Room assignment sheet.
Few examples of supplies loaded on the maids’ cart:
1. Shampoo
2. Moisturizer
3. Mouthwash
4. Foam bath
5. Sewing kit
6. Shower cap
7. Shoeshine
8. Detergent
9. Loofah
10. Disposal bag
11. Toilet rolls
12. Tissue box
13. Soap dish
14. Bath towel
15. Hand towel
16. Face towel
17. Bathmat 
18. Bed spread
19. Pillow covers etc.

The cleaning supplies are kept is a separate hand caddy, Below are few items stocked
on the hand caddy.
1. Toilet cleaning solution
2. Bowl brush
3. Toilet brush
4. All-purpose cleaner
5. Cleaning clothes
6. Rubber gloves
 On one end of the cart there will
be a bag for storing the dirty /
soiled linens.
 There will be a garbage bag in one
corner of the maids cart with a lid on it.
 Once the shift is over the maids cart /
maids trolley to be moved back to
the floor pantry and all the shelves
to be locked. 
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sop/274-trolley-maids-cart.html

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STANDARDS OF IDEAL HOUSEKEEPING

1. Cleanliness
a) All areas are immaculately clean, corner to corner, top to bottom including
surfaces
b) Closets, cabinets and storage areas are also kept clean.
c) Furniture and fixtures are properly dusted. The doorknobs and metal fixtures are
polished with the right metal polishing chemical.
d) Windows and glass panels are dusted and polished.
e) Floors are vacuumed, polished or shampooed when necessary.
f) Grounds are free of liters and dirt.
2. Orderliness
a) Facilities and fixtures as well as room amenities are properly arranged and
installed in their appropriate location.
b) Towels are neatly folded
c) Beds are made up properly, linen are mitered and wrinkle free
3. Sanitation
a) The whole area is free from all sources of bacterial contamination such as
undisposed garbage and left-over food, stagnant water and etc.
b) Garbage cans for wet garbage are underlined with plastics, covered and
disposed regularly.
c) All items for personal use of guests and which come in contact with the body
like linen, towels, cuttleries, glasses, etc are sanitized with sanitizing detergents
to protect guests from possible bacterial contamination.
d) Glasses and thermo jug that are installed in guestrooms are covered
e) The whole area is protected from pest infestation and regularly fumigated to
eliminate pests.
4. Guest’s Comfort
a) Rooms are properly ventilated and lighted
b) Guest are not disturbed by noise and other forms of distractions

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 c) There are sufficient amenities for the comfort of guests like linen, toiletries,
drinking glass etc.
5. Eye Appeal
a) Ambiance is soothing to the eyes, not dim or dull.
b) There is suitable interior design and proper blending of colors.
c) No eyesore can be found in guest-contact areas.
d) Wall decors and TV sets are posted at eye level.

Types of guest requests

During the working hours of a housekeeping attendant, guest will requests/needs

something and they need it for a varied reason.

Need/item send to the guest room:

A guest may request services or products such as:

 Additional beddings – when the existing ones
are not suitable for the guest,
uncomfortable or insufficient for the guest use
 Additional equipment in the guest room – some rooms https://www.ikea.com/us/en/images/
doesn’t have the equipment needed for the guest products/barndroem-duvet-cover-

accommodation by
the normal in-room items
 Additional towels – to accommodate extra showers
by the guest, whenever the property has
swimming pool, this kind of request is common
 Envelopes, postcards, pens, and paper
 Extra bathroom guest supplies – shampoo, conditioner, soap
 Extra crockery or cutlery – if a guestroom
features kitchen or kitchenette this is also
a common request especially where guests
want to entertain in their rooms
 Extra hangers for clothes
 Extra tea, coffee, sugar and milk
 Replacement items such as hair dryers,
toasters, irons and electric jugs to replace https://s3-us-west-
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items that are not working 0ca5de76b14fdcdf08

 Valet or laundry service

 Vases – for flowers that have been delivered to them
 Ice and ice buckets.

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Servicing of room

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Rectification cleaning - guests may request an improvement in the servicing of room.
They require housekeeping staff to provide remedial service to the room when the guest
found the original room service to be sub-standard
Clean-up after an in-room party or entertainment
A special room service when something was spilled on the floor.

Repairs
Repair or removal of broken equipment – such as remote controls for the TV, DVD
player, air conditioner, and broken bedside lights
When some of the equipment needs room cards in order to be activated and the guest
does not know how to operate. Equipment such as TV, in-room safe, heating or cooling
controls.

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When the guest lost/found something, they will also call the housekeeping to make a
Lost and Found enquiry. Housekeeping is often the department that operates the Lost
And Found facility because most Lost and Found items come from guest rooms.

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Handling guest requests promptly
Housekeeping staffs are usually busy trying to accomplish the tasks assigned to them
by the Executive Housekeeper on a daily basis; still they must make sure that they
handle guest requests in a polite and friendly manner in accordance with the industry
standard and procedures. If the room attendant cannot assist the guest immediately,
they should at least acknowledge the guest’s request and advise them when assistance
will become available.
There may also be times when a guest makes a request and the room attendant cannot
provide an immediate answer as to whether or not the request can be fulfilled. In such
instances, the room attendant should seek out accurate information to satisfy the
guest’s requests, or pass on the request to the appropriate department for action and
follow up.
The guest should always be informed of how their request is to be dealt with and kept
informed about the progress of the request.

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The basis for providing excellent levels of customer service in housekeeping

In order to ensure the comfort and well-being of guests, housekeeping must develop a
good relationship with guests.

This can be achieved by:

 Assisting guests in public areas or in-room when they see them struggling with
their luggage. The assistance may simply involve offering to call a porter to assist
 Enquiring “Is there anything else I can do for you?”
 Finishing service delivery with appositive statement: “It’s been a pleasure”
 For room attendant to provide excellent service, they must know the importance of
making guests feel safe, secure and welcome while they are away from home.
 Good personal presentation – uniforms and personal hygiene
 Greeting guests by name when known
 Handling complaints in a professional manner
 Having excellent product knowledge about the appliances, items, features in guest
rooms.
 Not giving the guests the impression that serving their needs is a chore/imposition
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  Not rushing service delivery as and when it is required
 Providing a safe and secure environment for the guests while they are staying in
the establishment
 Providing excellent service at all times
 Providing information to guests (about the property, the local area, tourist
attractions, transport, local customs, currency etc) and not just providing service
in terms of specific housekeeping duties
 Respecting the guest’s need for confidentiality and privacy
 Smile

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Handling guest complaints

Unfortunately, even with the best of intentions, things can sometimes go wrong and
result in a guest complaint. As identified before, some requests are in fact complaints.

The following are guidelines to assist in dealing with a customer complaint:

 Remain pleasant at all times, but do not smile when the guest is complaining
 Listen without interruption
 Know the correct procedure and the establishment policy on dealing with customer
complaints
 Ask the guest how they would like you to resolve the problem
 Focus on the issue and don’t take the complaint personal
 Apologize to the guest for any inconvenience
 Advise your supervisor and get their feedback as to how they feel you handled the
situation.
Addressing the guest
These usually reflect generally applicable standards of courtesy, such as:
 Avoid using first names – only use last names
 Never use nicknames

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  Get the pronunciation right – if you are not sure you can do this, use “Sir” or
“Madam”
 If you don’t know the guest’s name or have forgotten it address the guest by “Sir”
or “Madam”.

How will I know the guest’s name to begin with?

Whenever the guest needs/request for something they will inform the housekeeping
staff through:
 A phone call
 A face-to-face conversation with the guest as they are walking down the corridor
and see you cleaning rooms.

Both ways they usually begin the conversation by identifying themselves and the room
where they are staying in “Hi, I’m Amelia Spencer from room 401. I was wondering
if you could …”
This provides the opportunity to find out the guest’s name but you have to be alert to the
possibility it is going to happen and be ready to listen for it and remember it.
If you forget the guest’s name it is easy enough to find out a name from the internal
rooming system using the room number as the basis for the search: where there is
more than one person in the room (for example, a twin room may have 2 males or 2
females) and you are not sure who is who, use “Sir” or “Madam”.

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Record housekeeping requests according to enterprise requirements

Confirm and note details of the request

Confirming what is needed
The key to this is repeating back to the guest what it is they have told you they want,
using your establishment knowledge to clarify any areas that are not clear.

For example:
If a guest phones and says they want more towels, you need to determine what size
towels they want.

If the guest tells you they have spilled something in their room and want it cleaned up,
you should ask the nature of the spill (what was spilled, what it was spilled on, and how
big the spill is) so you can prepare the needed materials.

Sometimes the guest will ask questions about what is available to suit their need, so
you need to respond accurately and honestly to these questions. It is important that
honesty is used so that you avoid creating false expectations in the mind of the guests.

Noting details of what is needed

The key to this is to not rely on your memory but rather to write down the relevant
details.
This advice applies whether the request comes in person or over the phone. There
should always be note paper and a pen near the phone in the housekeeping
department and a room attendant should always have a notebook and pen as standard
items when they are working.
When a guest makes a request simply write down:

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Guest name
Room number
Specifics of the request – type of item or service required, number involved (where
appropriate – “6 wine glasses‟)
Time the guest wants the requested item to be delivered.
It is always appropriate 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 of identified service or items to guest room

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Keys to agreeing on a timeline

The timeframe for meeting any guest request must be reasonable and achievable.
It is best if the guest agrees that the time given by you is agreed by them, but
sometimes they place unrealistic timelines that simply can’t be met. Obtain agreement
where possible and where you can’t, do your best and be as quick as you can.
Remember you will probably have other tasks to do and other guest needs to provide so
the Golden Rule is “Under-promise and over-deliver”.

For example, if you tell the guest the item or service they have requested will be there in
5 minutes and it actually takes 10 minutes they will be disappointed and annoyed. If you
promise the item in 10 minutes and have it there in 5 minutes, they will tend to be
impressed with your fast response.
Never allow yourself to be forced or intimidated into a timeline that you know can’t be
met. It is far better to politely explain this timeframe cannot be met, explaining the
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reasons why, where applicable, and re-assuring the guest you will act as quickly as
possible.

Time delays
Despite your promptness, there will
always be times when delays rise
in relation to services housekeeping
department provides to the guest.
In all instances the guest should
receive an apology for this lapses
in service and appropriate remedial
action should be taken immediately,
where appropriate, to try to retrieve
the situation to the best extent possible.

Examples of breakdown in providing housekeeping services to rooms

This breakdown in service provision may result from:
 Sub-standard servicing of the guest room when the room was prepared – someone
may have missed cleaning an item, an area or item may not have been properly
cleaned, guest supplies may not have been re-stocked
 A previous promise to deliver a service may not have been fulfilled – a guest who
was promised a replacement hair dryer may not have been supplied with one.
The task could have been forgotten or a message for another staff member may
have been misplaced
 A room displaying a “Do Not Disturb” sign and the room attendant responsible for
that room not notifying the Floor Housekeeper that, at the end of the shift the sign
was still in place and the room had not been serviced
 A promise to deliver something to a room by a certain time may not be able to be
met – perhaps the item required is out-of-stock or there are insufficient staff to
meet the promised timeline
 An item that was promised to a guest turns out to be unavailable and can’t be
supplied as promised.

In essence, anything that:

Fails to deliver the service that either we promised
Fails to deliver the service the guest expected
Fails to meet house-service delivery standards. Can be said to be a breakdown in
service delivery and should be apologized for.

Keys to making apologies

Where there has been a delay you must apologize for this. You must be sincere in your
apology but also brief. You must make sure you apologize not only for the lack of
service or item that wasn’t delivered but you must include an apology for any
inconvenience that has been caused.

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The apology should never:
 Blame anyone else
 Discredit the establishment
 Commit the establishment to
making some form of
recompense or compensation.

Locate and deliver required items

to guest room
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“It’s not my job!”

No staff member should ever use the phrase “It’s not my job” when responding to a
request from a guest.
In a service industry, it is always your job to assist guests.
If the request is outside your normal work responsibility, you should:
Record and confirm the request
Pass the details on to the relevant person for them to action.
Never, ever tell a guest “You’ll have to ring the Maintenance department / we don’t
handle replacing light globes” or “Sorry, Room Service do that – perhaps if you ring 22
someone there can help you”.

Action is the key to responding to a request

Once a request is received, you must promptly seek out the item or equipment
necessary to complete the request within the agreed timeframe.
The key to any request from a guest is to take action on their request.
To do this, you will most likely just go to your trolley (or to the nearest housekeeping
storeroom), grab what is needed and take it to the guest room.

Passing on requests
In other cases, where the request falls outside your ability to fulfill it, the appropriate
person must be notified and the request passed on important points when doing this
are:
 Pass on all the relevant details including the name and room number of the guest
is vital. This information 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. If you promised the item in 10
minutes, you must let the other person know when those 10 minutes is up.

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Requests for information
It is sometimes more time consuming
to provide certain things to guests.
Requests for information are
amongst these.

 Requests for information can cover:

Information on the products and services offered by the establishment – even though
guests have an in-room compendium they can still want more detail than what is there
and there is always the possibility that this information is out-of-date.
Use your product knowledge about the property to answer these questions, and where
you don’t know the answer, apologize, tell them you will find out the answer and get
back to them, then do so.
 Availability of services, hours, location of meals, services and equipment – you
might be able to inform a guest that there is an ice machine at the end of the
corridor but perhaps you don’t know when the spa opens or what the treatments
are how much they cost.
 How various types of equipment works – you are expected to know how to operate
all the in-room facilities (this should be one of the first things you are trained in as
part of your job) but guests may ask you about other items of equipment
throughout the property that you know nothing about. This is to be expected if
you are the first person they see as they walk back to their room from not being
able to operate a piece of gym equipment, not being able to get the vending
machine to work.
 Requests for information about local services, attractions, transport, shopping,
entertainment, bars, places to eat. While is probably more a reception or
concierge role, once again, guests can ask you because you are there‟.
In these situations:
 Never say “I don’t know” and leave it at that
 Never tell them it’s not your job to provide that sort of information
 Never tell them to look it up in their in-room information compendium.
 Never give them the impression that asking for the information is an imposition or a
stupid thing for them to do.

Set up equipment in guest rooms

What items might be involved?
The items that may need setting up could include:
 Table and chairs – for meetings or to assist with the provision of room service
meals
 Internet connection  Data projector
 Television  Portable bed
 DVD player  Portable cot.

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In-room meetings
Guest rooms are sometimes hired by companies for business purposes to hold a small
meeting make presentations or display goods and in such instances it may be your
responsibility to move furniture around, set up tables and chairs before the meeting
commences.
Directions will be given by the person hiring the room about what they want, where they
want it set and the time by which it needs to be ready.

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Elderly people
Elderly people can often have problems with technologically-based items in their rooms.
They may be perfectly well able to operate their TV or DVD at home but the one in their
room may be different and they may not be able to make it work.
Don’t make them feel stupid for asking, take time to make sure they have understood
what you have told them and check to see they are able to operate it properly on their
own before you leave. A call to the room 15minutes later to check everything is fine
would also be appreciated and shows evidence of excellent service.

Elderly people may also seek

your regular assistance in:
Moving heavy items – which can
include their personal luggage
Getting items down from high places
Obtaining things from low places
Obtaining a wheelchair to access
other facilities in the venue

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Portable beds and cots
Setting up portable beds and cots is a task that many in housekeeping hate!
They are often hard to move, and difficult to set up. Lots of injuries have resulted from
moving and setting up these items.
Where possible, it is advisable to place them into rooms and get them set up prior to the
guests arriving so no-one can hear or see what goes on!

Tips that may assist include:

 Be careful – they bite: watch your fingers
 Practice before having to do it front of a guest – it’s embarrassing to have
problems with people looking on
 Follow the instructions
 Don’t rush
 Have an experienced person with you when you do your first one. You never know
when you’ll need help even though you’ve done loads of practice.

It should be a standard house rule that guests are never allowed to set up a portable
bed or cot. Not only is allowing them to do this very bad service but there is a great risk
they may injure themselves.

Know the house rules

It is important for you to be well-versed on the different types of equipment that need to
be set up and the steps to take to actually set up the equipment in a safe, secure and
fully-operational manner. You must also adhere to all health and safety regulations
when moving items about, especially heavy items. You must also follow any
establishment policies on setting up equipment.

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Where appropriate, agree on suitable time to collect equipment
There may be times when the guest will only require an additional piece of equipment
for a certain period of time.
When this item is placed in the room, it may be a good idea for you to reach an
agreement with the guest about the collection time for that item.

The main reasons to identify a time for collection for these items are:
 To allow the guest to be able to plan their stay with us – it saves them
wondering what is going to happen in relation to the item: they know what’s going
to and happen and can plan accordingly
 To prevent the situation where the guest may place the item in the corridor
outside their door – minimizing the chance of damage to the item, or theft
 To give the guest space in their room – unwanted items take up space that the
guest may want to use for something else
 To allow the asset to be put back into inventory and available for use by
another guest if the need arises.

In relation to agreeing on a time for collection of these short-term (or other) loan items:
The arrangement to pick up should be made as a suggestion rather than a requirement.
The central idea is to provide service not to set limitations or “tell the guest 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
need to be made with another department to collect the item. It is not acceptable for the
guest to have to “put up with” an item in their room that they don’t want there simply
because we can’t pick it up. Room service staff, porters, or staff from any department
could be asked to assist.

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 is signed to demonstrate that return.
The log book assists in tracking assets and making sure all rooms have their necessary
items.

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Items from guest rooms as required
Types of items for collection
To service a guest request effectively, you may need to pick up items from the guest
room such as:
 Room features including furniture, appliances or amenities not being used
 Housekeeping items and equipment that have been left behind
 Towels, face washers and bath mats that are now dirty and need replacing
 Toilet paper, tissues and other bathroom and guest supplies that have run out
 A replacement item – to take the place of something that isn’t working
 Items that are no longer needed but which have been specially requested
previously.
 Guest items requiring further action such as dry cleaning, storage or repair.

Keys in collecting items

It is vital to understand that if you have made a promise to pick something up at an
appointed time, the guest is expecting you to arrive at that time.
They have probable changed their plans, re-arranged things to accommodate this, and
are waiting: and every minute they wait past the scheduled time seems like an hour and
their level of frustration rises. They can’t get on with what they want to get on with until
you arrive!
So make sure you are there when you said you’d be.

If you are going to be late:

 Get someone else to collect it – and make sure they do it on time
 Contact the room, apologies and arranged a revised time.
 Never just be late and fail to notify the guest.
 If the item you are picking up is heavy or awkward, take someone else along or a
trolley.

When you arrive to collect the item:

1. Knock on the door and announce “Housekeeping”

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2. Greet the guest by name

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/11364701/3287444_orig.png?1

3. Apologize, if applicable
4. Tell them why you are there – “I’ve come to pick up the …
5. Ask for permission to enter the room
6. Thank the guest for their permission to do so
7. Keep your eyes and ears to yourself

https://www.gannett-cdn.com/-mm-/ab81d50
8. Pick up the item and walk to the door

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 9. Apologize again, if appropriate
10. Make arrangements for a replacement item, where appropriate and a time for its
delivery
11. Thank the guest again

12. Depart the room.

Self-Check 1.1-1
Details of Housekeeping Requests

Name: __________________________________ Date:_________________

Test 1. Provide what is asked. Write your answers on your Answer Sheet.

1. List the different types of guest requests?

a. g.
b. h.
c. i.
d. k.
e. l.
f.

2. What are the possible things that the guest requests to be set up whenever there
is a meeting on the guest room or on the function hall?
a. e.
b. f.
c. g.
d.

3. What is the process when collecting borrowed item?

a. d.
b. e.
c. f.
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 g. k.
h. l.
i. m.

Test II. Fill in the blanks.

1. _______________ are usually busy trying to accomplish the tasks assigned to
them by the Executive Housekeeper on a daily basis
2. The ___________ should always be informed of how their request is to be dealt
with and kept informed about the progress of the request.
3. In order to ensure the comfort and well-being of guests, housekeeping must
develop a ______________ with guests
4. The _________ for meeting any guest request must be reasonable and
achievable.
5. The key to any request from a guest is to _____________ on their request.
6. _____________ are sometimes hired by companies for business purposes to
hold a small meeting make presentations or display goods and in such instances
it may be your responsibility to move furniture around, set up tables and chairs
before the meeting commences.

Test III
Matching Type: Match the Column A to the Column B. Write the letter of the correct
answers on your answer sheet.

Column A Column B
1. Occupied a. VAC
2. Blocked b. DND
3. Out of Order c. NCI
4. Vacant and Ready d. PAX
5. Vacant and Dirty e. VR
6. No Show f. BLO
7. Person g. OCC
8. Slept out h. VD
9. Not Slept In i. SO
10. Do not Disturbed j. NSI
11. Newly Checked In k. NS
12. Vacant l. OOO

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 ANSWER KEY 1.1-1

1.
a) Additional beddings
b) Additional equipment in the guest room
c) Additional towels
d) Envelopes, postcards, pens, and paper
e) Extra bathroom guest supplies
f) Extra crockery or cutlery
g) Extra hangers for clothes
h) Extra tea, coffee, sugar and milk
i) Replacement items such as hair dryers,
a. toasters, irons and electric jugs to replace
b. items that are not working
j) Valet or laundry service
k) Vases
l) Ice and ice buckets.

2.
a) Table and chairs
b) Internet connection
c) Television
d) DVD player
e) Data projector
f) Portable bed
g) Portable cot.

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3.
a) Knock on the door and announce “Housekeeping”
b) Greet the guest by name
c) Apologize, if applicable
d) Tell them why you are there – “I’ve come to pick up the …
e) Ask for permission to enter the room
f) Thank the guest for their permission to do so
g) Keep your eyes and ears to yourself
h) Pick up the item and walk to the door
i) Apologize again, if appropriate
j) Make arrangements for a replacement item, where appropriate and a time for its
delivery
k) Thank the guest again
l) Depart the room.

Test II.
1. Housekeeping Staffs
2. Guest
3. Good Relationship
4. Timeframe
5. Take action
6. Guest rooms

Test III
1. OCC
2. BLO
3. OOO
4. VR
5. VD
6. NS
7. PAX
8. SO
9. NSI
10. DND
11. NCI
12. VAC

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 Information Sheet 1.1-2

Handling Guest Complaints

Learning Objectives:

After reading this INFORMATION SHEET, YOU MUST be able to:

1. Identify some common reasons why some guest complaints.

2. Present the process of proper handling guest
3. Appreciate the significance of proper handling guest complaints

Time Duration: 1 hour

Introduction:

Being in the hotel industry, one must know that receiving the best services is the first
and foremost thing your guest expects.

While it’s always good to deal with the happy and satisfied guests, a tremendously
challenging task begins when you come across an angry hotel guest. 

For this, the most frequently asked question for a hotelier is “How to handle the hotel
guest complaints? How to deal with those unhappy guests and ensure that your
reputation is upheld?”

You see, a sole instance of poor service might lead your guests to switch to your
competitors. Treating every customer with the utmost respect and listening to their
complaint helps in serving them a better guest experience.

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Practicing such not only leaves the guests happy and fascinated but also doubles the
chances of them visiting you again.

As an hotelier, you are in the business of managing all sorts of guests. You may find
some of the guests being calm in their manner to express their displeasure whereas
others may just start yelling at you while addressing the complaint. However, in the
worst case, they may add a complaint on social media platforms, thus creating a poor
hotel’s reputation. So handling such customers can be a complex job.

Dealing with guest complaints is one of the biggest challenges for any member of
a hotel staff. Even staffs that have no ability to make changes or fix the problem are
often confronted with an upset or angry guest. While you can’t prepare for every
possible complaint, it is possible for a prepared hotelier to train their staff on how to
respond to the most common complaints.

In every establishment, there will be a slightly different set of most common complaints
based on your location, amenities, clientele, and training procedures. In some cases,
only you can know what your guests are most likely to complain about.

Most Common Guest Complaints in Hotels

1. Dirty Rooms
A fresh, clean hotel room is one of the
first indications a guest has of how
enjoyable their stay at your hotel
will be. Of course, housekeeping
tasks can be overlooked from time
to time, and even the chicest room
can be seen as lacking depending
on the guest. 
https://5starstraining.com/wp-
These issues are typically less complicated
content/uploads/2015/06/manner-1000x500.png

to tackle when handled with swiftness and consideration. Ensure housekeeping staff is
regularly cleaning to appropriate hotel standards, and if it comes down to the wire, front-
desk staff should have incoming guests wait until the room can be cleaned to perfection
rather than presenting them with an unclean room.

2. Loud Neighbors

Excess noise can be a tricky issue to handle because every party involved has paid to
have an enjoyable experience in your room and with your hotel. To address this type of
issue, first let the noisy neighbors know there has been a complaint. Then you can
inform them of hotel policy and politely ask them to lower their volume.

3. Poor Guest Experience

Another extremely common complaint is poor guest experience. No matter their

position, team members should be well trained to correct guest issues promptly,

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express sincere apologies, and make necessary changes to reduce the frequency of the
issue.

4. Lack of Complimentary Guest Supplies

It might not seem like the most important detail, but guests expect complimentary
supplies like shampoo, soaps, or coffee. These items should be abundant and match
the high-quality status of everything else your hotel has to offer in order to keep your
guests happy as can be.

5. Poor Food & Beverage Experience (or None at All)

Today’s guests are looking for quality in all aspects of their hotel stay, including food
quality. Food-related complaints should be brought directly to the employees involved in
making and delivering the meals to better ensure similar issues can be avoided in the
future. This doesn’t just go for room service – breakfast served in common areas should
also be high-quality, even continental breakfast.

6. Closed Amenities

Hotel amenities need to be shut down for a number of reasons, and guests will
inevitably be disappointed if a service or amenity they had hoped to utilize is closed.
Hotel management should do their best to communicate the status of closed amenities
to current and future guests to avoid surprises. 

If a customer does complain about a closed amenity staff should do their best to
express their sincere regrets and provide the guest with any necessary context or
information about the closing. If policy permits, team members can also offer upgrades
or perks to make up for any disappointment.

7. Disagreement on Hotel Rules

Every so often, a guest will express discontent with hotel policy. Whether it’s about quiet
hours, overnight guests, some hotel guests feel that they should be able to behave to
their liking even if it goes against hotel rules. In these cases, staff can communicate
politely but clearly that hotel rules are agreed to upon check-in, and that they need to be
followed as written.

8. Unexpected Fees

The key word here is “unexpected.” Budget is a huge factor in most guests’ travel
planning, so when they find out about additional costs after booking their trip, they’re
probably not going to like it. Be upfront with your guests about costs and fees
throughout the booking process, and make sure your staff can point to the notification of
those costs in writing if a complaint does come up. As always, team members should be
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sure to practice polite and appropriate communication and apologize for any potential
confusion or miscommunications.

9. Theft

Theft in any context is a serious problem and should be addressed as such. When a
guest has accused a staff member of stealing their belongings, hotel management
should approach the issue carefully and adhere closely to hotel policy and an
established resolution strategy.

4 Benefits of Having a Guest Conflict Resolution Strategy

In addition to knowing the most common guest complaints, it is essential for hotels to
establish a set guest conflict resolution strategy to ensure that complaints are
addressed fairly and consistently. There are many benefits to having a guest conflict
resolution strategy:

1. Avoids Negative Reviews for Your Hotel

The happier your guests, the fewer your negative reviews! Streamlining your conflict-
resolution processes are a fantastic way to keep guests happy and manage your hotel’s
reputation.

2. Turns Upset Guest into Loyal Guest

A fantastic resolution to an unfortunate problem can turn a guest’s entire trip around. If
your conflict resolution plan is smooth enough, you should be able to turn even the most
ornery of complaining guests into a loyal return traveler.

3. Allows Your Hotel to Showcase Your Guest Resolution Service

Getting your guest resolution strategy into tip-top shape is one more opportunity for your
hotel business to shine and set the tone for your competitors.

4. Keeps Your Hotel Staff Prepared

Every team member should be aware of their role in your hotel business’ guest conflict
resolution strategy. Their preparedness will not only be beneficial to your hotel, but to
your staff members, themselves. Help them avoid uncomfortable miscommunications or
missteps by thoroughly familiarizing all staff members with your hotel’s plan.
https://2ndkitchen.com/hotels/guest-complaints/

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 https://pmstudycircle.com/wp-content/uploads/2019/08/conflict-resolution-techniques.jpg

Top Ten ways of handling guest Complaints:

1. Listen with concern and empathy.

2. Isolate the guest if possible, so that other guests won't overhear.

3. Stay calm. Don't argue with the guest.

4. Be aware of the guest's self-esteem. Show a personal interest in the problem,

Try to use the guest name frequently.

5. Give the guest your undivided attention. Concentrate on the problem, no on

placing blame. Do NOT Insult the guest.

6. Take notes. Writing down the key facts saves time if someone else must get
involved. Also, Guest tends to slow down when they see the front desk agent
trying to write down the issue.

7. Tell the guest what can be the best done. Offer choices. Don't promise the
impossible, and don't exceed your authority.

8. Set an approximate time for completion of corrective actions. Be specific, but do

not underestimate the amount of time it will take to resolve the problem.

9. Monitor the progress of the corrective action.

10. Follow up. Even if the complaint was resolved by someone else, contact the
guest to ensure that the problem was resolved satisfactorily.
https://setupmyhotel.com/train-my-hotel-staff/front-office-training/94-how-to-handle-guest-complaints-in-hotels.html

https://hospitality-school.com/wp-content/uploads/2013/07/guest-complaint-handling-flowchart.png

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The top 5 hotel guest complaints and how staff can respond

1) “My room is too hot/cold.”

Guest comfort is paramount for any

hotel, and temperature is a vital part of that
comfort. A guest cannot relax and enjoy
themselves while sweating or shivering which
is why room temperature is the number one
most common guest complaint. According to
the data, 24% or nearly 1/4 of all guest
complaints have to do with room temperature.

What your staff will do about the room temperature will depend on what the problem is.
In most cases, the best way to handle this is to direct your guests on how to adjust the
temperature for themselves with their in-room AC unit or thermostat. Ideally, there will
be easily readable printed instructions on the unit itself but be prepared to walk guests
step-by-step through the process.

For guests that insist they just don’t understand thermostat technology, your staff may
need to ask their preferred temperature and set the thermostat themselves.

2) “I can’t access the Wifi.”

After room temperature, wifi access is the second most common complaint. Wifi
complaints make up 14 percent of total complaints logged in the service app, and to no
one’s surprise. Nearly 100% of modern guests have a phone, laptop, or tablet that they
would like to connect to the internet, whether that is to research local attractions or work
on a business trip.

While there’s not much staff can do about ‘slow’ wifi, many guests will simply need help
getting connected when they first check in. Often, wifi passwords are hand-written on a
card in the guest book. The password may be hard to see or your proprietary wifi login
may be confusing to navigate. Make sure staffs are trained in the wifi login process so
they can carefully walk guests through this as needed. As for wifi speed, this should be
handled as one of many unsolvable ‘problems’ unless you really do have an on-site
network admin.

3) “I can hear too much noise in my room.”

When people book a hotel room, they expect peace and quiet for a relaxing stay. Of
course, the city and other guests don’t always comply with this situation. Hearing
outside noise in the room makes up 11 percent of guest complaints and often for good
reason. While you may not be able to control the source of their noise problem or add
insulation to the walls, there are a few things staff can do.

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If the noise is coming from outside the hotel, your staff can offer to move the guest up
several floors or across the floor plan to get them away from the noise. This transition
will be easier (and more enjoyable) with a luggage cart so that guests don’t have to
pack completely back up. If the noise is coming from inside the hotel (other guests or,
perhaps, a service room), you can either try to squelch the noise or, again, move the
guest.

If the guest does not want to move or retract their complaint, consider offering them
complimentary ear plugs.

4) “I found a ___, my room isn’t clean!”

https://d328pb8icbgz49.cloudfront.net/microban/uploads/images/hero

Hotel rooms are expected to be spotless and pristine for each new guest, and an
uncleanly room is any hotelier’s definition of a bad day. From hair in the tub to sneakers
left in a bottom drawer, guests usually have legitimate reasons for complaints about
room cleanliness. These complaints make up about 10 percent of the total complaints in
a year.

For the most part, room cleanliness issues are usually solved with profuse apologies
and a quick rectification. Some guests will be fine with a quick re-cleaning and some will
be truly disgusted or outraged. For upset guests that will move, offer them a new
(recently inspected) room and a ‘fresh start’ on feeling luxurious. If they won’t move,
offer them a complimentary meal in the restaurant or spa treatment while cleaning staff
takes another swing at making the room pristine.

5) “I have a problem with your hotel service…”

The fifth most common guest complaint at 9% is a problem with some service in the
hotel. Perhaps their room service meal was late or cold, or they couldn’t book a spa
treatment, or the concierge desk would not do something for them that concierge desks
do not do. Service complaints are among the most likely to be bogus or, at least, not
based entirely in reality. But each one should be taken seriously for the sake of guests
and solving any real problems when they occur.

Each service-related complaint must be handled with the utmost care and respect.
Apologize to the guest and offer the closest thing your hotel can provide to what they
expected to receive. If the issue could be legitimate (a rude staff member, an
unfortunate meal, etc), be sure to conduct an investigation to make sure it doesn’t
happen again. Assure the guest that the issue is being taken care of and do your best to
make them happy after this point.

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With preparation and understanding of common guest complaints, it is possible to train
every member of your staff to respond correctly when a guest has a problem. From the
front desk staff to bellhops and room service, customer complaints are a serious issue
that must be handled with care. Even complaints that seem silly or unrealistic. The
purpose of complaint management is first to make guests happy and, second, to fix the
original problem if there was one. In many cases, guests simply need a little guidance,
more information, or to be placated about an upset.
https://insights.ehotelier.com/insights/2019/01/09/the-top-5-hotel-guest-complaints-and-how-staff-can-respond/

Proper ways of Handling Guest Complaint

1. Take your time. Listen with full attention what guest wants to say.
2. After guest expresses his complaints, repeat that in your voice to make him
understand that you listen to him properly.
3. Start replying in a tricky way like “I understand your problem, Sir” or “Thanks a lot
for bringing up the matter to us”. This will give impressions to guest that you are
not against the guest but rather supporting him. This would make him calm.
4. If you are the person to solve the matter then take proper action to solve the
problem. If you are not authorized for handling such complaints then inform the
right person who can solve the problem.
5. If you can solve the problem and you may take time from guest to solve the
problem and in this situation don’t forget to follow up the problem to check
whether it is solved or not.
6. If the problem is very serious then consult with top personnel immediately.
7. If you are front desk agent then you should write the complaint in complaint form.

How to Handle a Noisy Guestroom

1. Go to the noisy room and politely ask the guest to tone down the noise level.
2. If the guest does not agree, inform the Duty Manager to handle the matter.
https://www.hospitality-school.com/step-by-step-guest-complaint-handling-procedure-practical-training/

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 Self-Check 1.1-2

Handling Guest Complaints

Name: __________________________________ Date:_________________

Instruction: Read and answer the following questions directly. Write your answers in
another sheet of paper.

1. List down the common guest complaints in a hotel?

a. f.
b. g.
c. h.
d. i.
e.

2. What are the proper ways of handling guest complaints?

a. e.

b. f.

c. g.

d.

DATE REVISED:
PROVIDE HOUSEKEEPING
HOUSEKEEPING NC II SERVICE TO GUEST
PREPARED BY:
CRISTY ANN G. JOSE
 Answer Key 1.1-2

Handling Guest Complaints

1.

a. Dirty Rooms
b. Loud Neighbors
c. Poor Guest Experience
d. Lack of Complimentary Guest Supplies
e. Poor Food & Beverage Experience (or None at All)
f. Closed Amenities
g. Disagreement on Hotel Rules
h. Unexpected Fees
i. Theft

2.
a. Take your time. Listen with full attention what guest wants to say.
b. After guest expresses his complaints, repeat that in your voice to make him
understand that you listen to him properly.

DATE REVISED:
PROVIDE HOUSEKEEPING
HOUSEKEEPING NC II SERVICE TO GUEST
PREPARED BY:
CRISTY ANN G. JOSE
c. Start replying in a tricky way like “I understand your problem, Sir” or “Thanks a lot
for bringing up the matter to us”. This will give impressions to guest that you are
not against the guest but rather supporting him. This would make him calm.
d. If you are the person to solve the matter then take proper action to solve the
problem. If you are not authorized for handling such complaints then inform the
right person who can solve the problem.
e. If you can solve the problem and you may take time from guest to solve the
problem and in this situation don’t forget to follow up the problem to check
whether it is solved or not.
f. If the problem is very serious then consult with top personnel immediately.
g. If you are front desk agent then you should write the complaint in complaint form.

DATE REVISED:
PROVIDE HOUSEKEEPING
HOUSEKEEPING NC II SERVICE TO GUEST
PREPARED BY:
CRISTY ANN G. JOSE