Housekeeping NC Ii: Tourism
Housekeeping NC Ii: Tourism
Housekeeping NC Ii: Tourism
Daisy L. Calma
BTLEd 3-B
Home Economics
HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIAL
Welcome!
Remember to:
◼ Perform the Task Sheets and Job Sheets until you are confident
that your outputs perform to the Performance Criteria Checklist
that follows the sheets.
LIST OF COMPETENCIES
INTRODUCTION:
LEARNING OUTCOMES:
Upon completion of this module, the trainee/ student must be able to;
ASSESSMENT CRITERIA:
1. Guest/staff housekeeping requests and service delivery are accepted
and recorded in accordance to enterprise policies and procedure.
2. Details of requests made are confirmed and noted in accordance with
enterprise procedures
3. Apologies are made when a request has arisen from a delayed delivery
of service
4. Request not related to housekeeping are referred to appropriate
department
Learning Outcome Summary
CONTENTS:
ASSESSMENT CRITERIA:
1. Guest/staff housekeeping requests and service delivery are accepted
and recorded in accordance to enterprise policies and procedure.
2. Details of requests made are confirmed and noted in accordance with
enterprise procedures
3. Apologies are made when a request has arisen from a delayed delivery
of service
4. Request not related to housekeeping are referred to appropriate
department
CONDITIONS:
METHODOLOGIES:
• Modular (self-faced learning)
• Electronic Learning
• Industry Immersion
• Demonstration
• Film Viewing
ASSESSMENT METHODS:
• Questioning
• Practical Demonstration/ Direct Observation
• Portfolio evidence
Learning Experiences
Learning Outcome 1
4. Perform Job Sheet No.1 Job Sheet will help you to practice
your skills in cleaning and clearing
rooms.
Learning Objectives:
After reading the Information Sheet, you must able to;
Introduction
The role of housekeeping is to ensure the comfort and safety of guests whilst
they are staying at a hospitality organization.
This is the guest’s 'home away from home'. It is essential that that a guest is
able to enjoy their room in the same manner and with the same ease as they
would enjoy in their own house. The aim of housekeeping is to strive to
enable guests to access items as easily as in their own home.
A hotel cannot provide all the necessary items a customer may need inside
each and every room for a number of reasons:
The items included in a room or upon request differ depending on the type
of accommodation provided.
There may be many times during a shift when the room attendant will have
to handle guest requests and the reasons can vary.
• Extra tea, coffee, sugar and milk sachets – a common request where
the guests spend a lot of time in their room
Servicing of room
Repairs
Guests may also contact housekeeping when making a Lost and Found
enquiry. They may have found an item in a room they have just been
roomed in or they may contact housekeeping after they have departed to
enquire about something they have lost.
Housekeeping is often the department that operates the Lost and Found
facility for a venue because most Lost and Found items come from guest
rooms.
Handling complaints
Ensuring guest comfort may relate not just to issues that can be handled
quickly by housekeeping (such as rectification cleaning, a replacement jug
for one that’s not working or extra tea and coffee supplies) but also handle
or direct guest requests relating to:
• Noisy people in the room next doors Poor views from the
balcony
• Advertising that has created expectations that are not being met.
Given that housekeeping staff are usually very busy trying to achieve the
tasks set for them by the Executive Housekeeper on a daily basis (which are
essentially the servicing of departing and staying guest rooms), they must
still ensure they handle any requests from in-room guests in addition to
their allocated workload and do so in a polite and friendly manner, in
accordance with all relevant house policies 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.
The guest should always be told of how their request is to be dealt with and
kept informed about the progress of the request.
• Remain pleasant at all times, but do not smile when the guest is
complaining Listen without interruption
It is said that a person likes nothing better than to hear the sound of their
own name.
Using the guest’s name is an excellent way of personalizing the service and
showing that the individual guest is valued.
Make sure however that you follow any house policies that might apply to
the use of guest’s names.
Most requests from guests for items for their room come about from:
Introduction
Housekeeping not only services the needs of the guest. As the department
responsible for the cleanliness of a property, it is often called upon to handle
requests made by other departments.
Cleaning
Staff Uniforms
Provision of Supplies
• Chemicals
Security
• Close storerooms
Other tasks
Introduction
Any contact that housekeeping has with a guest has the potential for a
request to be made by the guest.
The reality is that guests rarely speak with housekeeping staff unless they
have a need to do so, so be aware of this and be ready to respond
appropriately.
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.
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.
• Guest name
• Room number
• Specifics of the request – type of item or service
required, number involved (where appropriate –
„6 wine glasses‟)
• Time for delivery to the room that was agreed to.
It is always wise to confirm the details to save time, effort and guest
frustration if the wrong item or service is delivered. There may often be
communication difficulties caused by different languages, lack of local
knowledge, tiredness and unfamiliarity with the property.
Introduction
After a request has been received, recorded and confirmed, you should
provide the guest with an estimated timeframe as to when the request will
be met.
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
to 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.
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.
In many cases where a guest makes a request for additional room servicing
requirements, they are happy to be informed “Certainly, Mr. Adams. That’s
half-a-dozen extra teas, coffees, sugars and milk for Room 583. I’ll be there
in 5 minutes with those for you. Is there anything else I can do for you?”
By supplying this timeframe, the room attendant is showing that the request
has been taken seriously, and is giving the guest an expectation about the
service to be provided. The 5 minute timeframe may also take into account
other things the room attendant has to do both to finish their allocated work
and meet the unexpected guest request.
However, should this timeframe change for any reason, the room attendant
must inform the guest of the progress being made with their request and
supply the guest with a new revised timeframe, and the reason for the
change in time.
By doing this, the guest will then be able to adjust their expectations: they
may not like the revised timeframe but at least they are aware of it (and can
plan accordingly) and know that something is being done to satisfy them.
If you personally are unable to action a request for guest service that you
agreed to, make an attempt to see if someone else can assist. This may
mean asking another room attendant, a porter or a room service person.
Time delays
Despite your best efforts there will probably be times when a breakdown
arises in relation to services provided by the housekeeping department.
In all instances the guest should receive an apology for this lapse in service
and appropriate remedial action should be taken immediately, where
appropriate, to try to retrieve the situation to the best extent possible.
Where there has been a delay you must apologies for this. You must be
sincere in your apology but also brief. You must make sure you apologies
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.
I. True or False. Identify the following statement whether they are true
or false. Write the answer on your answer sheet.
II. Enumeration
I. TRUE or FALSE
1. True
2. False
3. False
4. True
5. True
6. False
7. False
8. True
9. False
10. True
11. True
II. ENUMERATION
• Cleaning
• Staff Uniforms
• Provision of Supplies
• Security
JOB SHEET NO.1
Supplies /Materials:
Tools/Equipment:
CRITERIA