Presentation on theme: "Provide housekeeping services to guests"— Presentation transcript:
1 Provide housekeeping services to guests D1.HHK.CL3.01Trainer welcomes trainees to class.
2 Subject Elements This unit comprises four Elements: Receive housekeeping requestsService housekeeping requestsProvide advice to guestsLiaise with other departments.Trainer advises this Unit comprises four Elements, as listed on this slide explaining:• Each Element comprises a number of Performance Criteria which will be identified throughout the class and explained in detail• Trainees can obtain more detail from their Trainee Manual• At times the course presents advice and information about various protocols but where their workplace requirements differ to what is presented, the workplace practices and standards, as well as policies and procedures must be observed.
3 Assessment Assessment for this unit may include: Oral questions Written questionsWork projectsWorkplace observation of practical skillsPractical exercisesFormal report from supervisor.Trainer advises that assessment for this Unit may take several forms all of which are aimed at verifying they have achieved competency for the Unit as required.Trainer indicates the methods of assessment that will be applied to them for this Unit.
4 Receive housekeeping requests Element 1:Receive housekeeping requestsIntroduce topic.Class Activity – General DiscussionAsk general questions:What is the role of housekeeping?What requests are made to housekeeping?Who do they come from?
5 Receive housekeeping requests Performance Criteria for this Element are:Accept housekeeping requests from guestsAccept housekeeping requests from staffRecord housekeeping requests according to enterprise requirementsAdvise on time for provision of or delivery of identified service or items to guest room.Trainer identifies the Performance Criteria for this Element, as listed on the slide.
6 Accept housekeeping requests from guests The role of housekeeping is to ensure the comfort and safety of guests whilst they are staying at a hospitality organisationThis is the guest’s 'home away from home'. It is essential 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 houseThe housekeeper must at all times exercise the qualities of integrity, honesty and discretion.Class Activity – General DiscussionHow can hotels make a hotel feel like a ‘home away from home”?Give some examples of times when a housekeeper may need to exercise discretion in relation to a guest’s behaviour or possessions?
7 Accept housekeeping requests from guests The aim of housekeeping is to strive to enable guests to access items as easily as in their own homeUnderstandably an accommodation room is considerably smaller in size than the customer's normal residence and therefore items that they may need might not be in immediate access.Class Activity – General DiscussionThink about items that you use on a regular basis at home that may not be found in a hotel room.Get the audience to list these items on a board.
8 Accept housekeeping requests from guests A hotel cannot provide all the necessary items a customer may need inside each and every room for a number of reasons:The room size is too smallIt would become cramped for spaceNot all customers need all itemsThe capital outlay for a business would be considerableIt reduces the chance of damage and theft.Class Activity – General DiscussionWhat would you consider to be the ‘essential items’ that are required in a room?Where would these items be located in a room?How much would it cost to fit out a room?
9 Types of guest requests Need for item sent to the roomAdditional equipment in their roomValet or laundry serviceAdditional beddingExtra tea, coffee, sugar and milk sachetsExtra crockery or cutleryVases.Class Activity – General DiscussionWhere are each of these items normally located?What type of guest would normally require this item?At what time of the day is this item normally required?
10 Types of guest requests Need for item sent to the roomReplacement items such as hair dryers, toasters, irons and electric jugs to replace items that are not workingExtra bathroom guest suppliesAdditional items in compendiumAdditional towelsExtra hangers for clothes, extra pillows, extra blanketsA power conversion boardIce and ice buckets.Class Activity – General DiscussionWhere are each of these items normally located?What type of guest would normally require this item?At what time of the day is this item normally required?
11 Types of guest requests Servicing of roomRectification cleaningClean-up after an in-room party or entertainmentA special room service where they have spilled something on the floor.Class Activity – General DiscussionWhich position in the housekeeping department would normally perform this function?What equipment and supplies are required?
12 Types of guest requests RepairsRepair or removal of broken equipment:TVControls for the TVDVD playerAir conditionerBedside lightsFree-standing lamps.Class Activity – General DiscussionWho is responsible for making repairs?Are there replacement items close at hand? Where would these normally be kept?
13 Types of guest requests InstructionInstructions to enable them to work equipment:TVIn-room safeLights - especially where room cards are needed to activate the power to a roomHeating and cooling controls.Class Activity – General DiscussionWhich position in the housekeeping department would normally perform this function?What equipment and supplies are required?
14 Types of guest requests Lost and foundGuests may also contact housekeeping when making a Lost and Found enquiryThey 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.Class Activity – General DiscussionWhat are common items that are left in rooms?Where are they normally located?Are they left their intentionally?What happens to lost and found items?
15 Types of guest requests Handling complaintsNoisy people in the room next doorsPoor views from the balconyNoisy pigeons outside the room which stop guests getting to sleepNoisy elevators near the roomLack of facilities in the roomQuality of facilities that is below guest expectationsAdvertising that has created expectations that are not being met.Class Activity – General DiscussionWhen do guests normally make complaints directly with housekeeping?What would you do in reference to each complaint identified in this slide?
16 Types of guest requests Handling guest requests promptlyIn a polite and friendly mannerIn accordance with all relevant house policies and proceduresIf the room attendant cannot assist the guest immediately, they should at least acknowledge the guest’s request and advise them when assistance will become availableArrange action and follow up.Class Activity – General DiscussionWhat is correct protocol for handling requests?What are some requests which housekeeping may not be able to handle?Which department would be the best one to handle these requests?
17 Excellent customer service This can be achieved by:Good personal presentationGreeting guests by name when knownProviding excellent service at all timesNot giving the guests the impression that serving their needs is a chore or an impositionNot rushing service delivery as and when it is requiredEnquiring “Is there anything else I can do for you?”Finishing service delivery with appositive statement: “It’s been a pleasure”.Class Activity – General DiscussionDiscuss the points providing examples
18 Excellent customer service Providing information to guestsAssisting guests in public areasSmilingHandling complaints in a professional mannerProviding a safe and secure environmentHaving excellent product knowledge about the appliances, items, features in guest rooms.Class Activity – General DiscussionDiscuss the points providing examples
19 Handling guest complaints Remain pleasant at all times, but do not smile when the guest is complainingListen without interruptionKnow the correct procedure and the establishment policy on dealing with customer complaintsAsk the guest how they would like you to resolve the problemFocus on the issue and don’t take the complaint personallyApologise to the guest for any inconvenienceAdvise your supervisor and get their feedback as to how they feel you handled the situation.Class Activity – DiscussionWhat is the process for handling complaints?
20 Using guest namesWhen dealing with a guest’s request, the room attendant should acknowledge the guest by addressing them by their name, if appropriate and possibleUsing the guest’s name is an excellent way of personalising the service and showing that the individual guest is valued.Class Activity – DiscussionHow can you find out the guest’s name?
21 Using guest names Standards of courtesy: Avoid using first names – only use last namesNever use nicknamesGet 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’.Class Activity – DiscussionHow can you find out the guest’s name?
22 Using guest names Origins of requests Most requests from guests for items for their room come about from:A phone call to housekeeping from the guestA face-to-face conversation with the guest as they are walking down the corridor and see you cleaning rooms.Class Activity – DiscussionWhat information is close at hand in both situations that allows you to identify and use guest names?
23 Housekeeping requests from staff 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 departmentsTherefore all departments will have requests of housekeeping. As for dealing with requests from guests, these requests must be handled in a professional and timely manner.Class Activity – DiscussionWhat are common requests from staff?
24 Types of staff requests CleaningCleaning dutiesCleaning of in-house facilitiesEmergency cleaningCleaning and servicing of staff changing rooms.Cleaning duties - of items such as furniture, carpets, equipment, windows, floors and bench surfacesCleaning of in-house facilities – including public areas, change rooms and officesEmergency cleaning – unexpected cleaning requestsCleaning and servicing of staff changing rooms
25 Types of staff requests Staff UniformsOrder and supply of staff uniformsProviding laundry service.Class Activity – DiscussionHow many uniforms are staff supplied with?Does this change between permanent and casual staff?What is the process for cleaning or uniforms?What its are normally cleaned by housekeeping and what are staff required to clean?
26 Types of staff requests Provision of SuppliesCleaning products, rags and equipmentChemicalsClean linen for F and B departmentsTowels for gymnasiums.Class Activity – DiscussionWhat supplies are normally given to departments by housekeeping?
27 Types of staff requests SecurityCheck rooms and floors for safety concernsEnsure guest room and emergency doors are shutClose storeroomsParticipate in emergency and evacuation procedures.Class Activity – DiscussionWhat security checks are done by housekeeping?When are these normally done?
28 Types of staff requests Other tasksMove room service trays from rooms or corridor to appropriate store areaCheck mini bars for departing guestsCheck actual status of a room – whether a guest has actually left the room or if it is occupied.Class Activity – DiscussionAre there any other tasks required by housekeeping to perform that would be specific to:A resortA city hotelA budget hotel
29 Record housekeeping requests 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.Class Activity – DiscussionWhat is the process for recording housekeeping requests?The trainer should source different examples of documentation used to record housekeeping requests.
30 Confirm and note request details Confirming what is neededThe 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.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.Class Activity – DiscussionWhy is a good idea to write requests down?What happens with this information?
31 Confirm and note request details Noting details of what is neededThe key to this is to not rely on your memory but rather to write down the relevant details.When a guest makes a request simply write down:Guest nameRoom numberSpecifics of the requestTime for delivery to the room that was agreed to.Class Activity – DiscussionIs there any other information you should record?
32 Advise delivery times of items 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.Class Activity – DiscussionWhy is this important?
33 Advise delivery times of items Keys to agreeing on a timelineThe timeframe for meeting any guest request must be reasonable and achievableGet their agreementRemember you will probable have other tasks to do and other guest needs to provide so the Golden Rule is ‘Under-promise and over-deliver’.Class Activity – DiscussionFor most requests what is a reasonable time to get items to a room?
34 Advise delivery times of items Time delaysDespite 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 serviceAppropriate remedial action should be taken immediatelyTry to retrieve the situation to the best extent possible.Class Activity – DiscussionWhat are common delays and what are their causes?What can you do to reduce these delays?
35 Breakdown in serviceExamples of breakdown in providing housekeeping services to roomsSub-standard servicing of the guest room when the room was preparedA previous promise to deliver a service may not have been fulfilledA room displaying a ‘Do Not Disturb’ sign had not been servicedA promise to deliver something to a room by a certain time may not be able to be metAn item that was promised to a guest turns out to be unavailable and can’t be supplied as promised.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-stockedA 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 misplacedA 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 servicedA 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 timelineAn item that was promised to a guest turns out to be unavailable and can’t be supplied as promised.
36 Breakdown in serviceExamples of breakdown in providing housekeeping services to roomsIn essence, anything that:Fails to deliver the service that either we promisedFails to deliver the service the guest expectedFails to meet house service delivery standards.Class Activity – DiscussionExplain the importance of these points and the impact they have on guests.
37 Breakdown in service Keys to making apologies Where there has been a delay you must apologise for this.You must:Be sincere and brief in your apologyApologise for the lack of service or item that wasn’t deliveredInclude an apology for any inconvenience that has been caused.Class Activity – DiscussionExplain the importance of apologising?
38 Breakdown in service Keys to making apologies The apology should never:Blame anyone elseDiscredit the establishmentCommit the establishment to making some form of recompense or compensation.Class Activity – DiscussionWhy should you not blame others?
39 Service housekeeping requests Element 2:Service housekeeping requestsIntroduce topic.Class Activity – General DiscussionAsk general questions:What are common ways to ‘service’ a housekeeping request?
40 Service housekeeping requests Performance Criteria for this Element are:Liaise with other staff to obtain and/or deliver identified service or itemsLocate and deliver required items to guest roomSet up equipment in guest roomsItems from guest rooms as required.Trainer identifies the Performance Criteria for this Element, as listed on the slide.
41 Liaise with other staff In many cases, in order to respond to a guest request it requires the involvement of other people or departmentsA guest is not concerned who handles their requestTheir concern is that it is simply handled in a satisfactory and timely manner.Class Activity – General DiscussionWhat are some possible requests that would require you to use other staff?
42 Liaise with other staff On some occasions, there will be a need for teamwork and the person receiving the request for housekeeping services may need to obtain assistance from another staff member to comply with the requestWhere you feel that you are unable to fulfil the request on your own, you should always be prepared to ask others for their helpYou should also be prepared to help others when they ask for your assistance.Class Activity – General DiscussionDiscuss points.
43 Liaise with other staff ResponsibilityThe responsibility for the request stays with youEnsure that the request is actionedKeep track of what is happeningKeep the guest informed of what is happening and expected time for completionFollow up and check guest satisfaction.Class Activity – General DiscussionIf someone else completes the task, do you have to worry about it?
44 Locate and deliver items to rooms In most cases, it will be the responsibility of housekeeping to carry out any guest requests that they receive.This is generally fairly easy to do because most requests relate to items which:Are on the housekeeping trolleyAre in Housekeeping storeroomsCan be ‘borrowed’ from a vacant room.Class Activity – General DiscussionWhat item are located:a) On the housekeeping trolleyb) In Housekeeping storeroomsc) Can be ‘borrowed’ from a vacant room, then replaced immediately afterwards
45 Locate and deliver items to rooms If the request is outside your normal work responsibility, you should:Record and confirm the requestPass the details on to the relevant person for them to actionNever, ever tell a guest to contact someone else.Class Activity – General DiscussionWhy can you not get the guest to contact another department?
46 Locate and deliver items to rooms Action the request Once a request is received, you must promptly seek out the item or equipment necessary to complete the request within the agreed timeframe.No discussion points for this slide. Self explanatory.
47 Locate and deliver items to rooms Passing on requestsPass on all the relevant details including the name and room number of the guestMake sure the person you give the message to understands itStress any agreed time that have been given.Passing on requestsIn other cases , where the request falls outside you ability to fulfil 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 timeMake 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 that 10 minutes is up.
48 Locate and deliver items to rooms Requests for informationInformation on the products and services offered by the establishmentAvailability of services, hours, location of meals, services and equipmentHow various types of equipment worksRequests for information about local services, attractions, transport, shopping, entertainment, bars, places to eat.Requests for informationIt 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, apologise, 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 on-the-job training) but guests may ask you about other items of equipment throughout the property that you know nothing about. This is to be expected if your are the first person they see as they walk back to their 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’.
49 Set up equipment in guest rooms From time to time the housekeeping department may be asked to help set up items requested by guests.These requests need to be accommodated as quickly as possible because when such requests are made, guests are usually waiting to use the items.Class Activity – General DiscussionWhat are common items that are set up in rooms?Where are these items located?Who would set them up?Is there a charge for rental or set up?
50 Set up equipment in guest rooms Items for set upTable and chairsInternet connectionTelevisionDVD playerData projectorPortable bedPortable cot.Class Activity – General DiscussionWhat is involved in setting this up?Where are these items located?Who would set them up?Is there a charge for rental or set up?
51 Set up equipment in guest rooms In-room meetingsGuest rooms are sometimes hired by companies for business purposes to:Hold a small meetingMake presentationsDisplay goods.Class Activity – General DiscussionWhat is involved in setting this up?Where are these items located?Who would set them up?Is there a charge for rental or set up?
52 Set up equipment in guest rooms Elderly peopleThey may seek your regular assistance in:Understanding technology in roomMoving heavy itemsGetting items down from high placesObtaining things from low placesObtaining a wheelchair to access other facilities in the venue.Class Activity – General DiscussionWhat technology is in the room which you may need to show, explain or demonstrate?
53 Set up equipment in guest rooms Portable beds and costsBe careful and watch your fingersPractice before having to do it front of a guestFollow the instructionsDon’t rushHave an experienced person with you when you do your first one.Class Activity – General DiscussionHow many people have set up a cost before? Explain the process?Besides the actual cot, what other items are required to be placed or made in the cot?Besides a cot, what other bedding options are available? (Roll away bed or sofa bed)
54 Agree on collection time 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 usTo prevent the situation where the guest may place the item in the corridor outside their doorMinimising the chance of damage to the item or theftTo give the guest space in their roomTo allow the asset to be available for use by another guest.Class Activity – General DiscussionDiscuss points.How do you record agreed pick up times?How do you ensure other staff (on next shift or at time of suggested pick up) know and understand?
55 Agree on collection time Log booksSome establishments will have a log book to record information about when and where extra items were delivered and when they need to be collectedThe log book assists in tracking assets and making sure all rooms have their necessary items.Class Activity – General DiscussionWhat information must be contained in a log book?Trainer shows example of log book or gets audience to identify possible design of a log book?
56 Remove items from guest rooms Whilst the majority of requests involve items to be taken to the room, there are times when requests involve items being taken from the room.Class Activity – General DiscussionWhat items are commonly taken from the room?Why are items removed?
57 Remove items from guest rooms Types of items for collectionRoom features including furniture, appliances or amenities not being usedHousekeeping items and equipment that have been left behindTowels, face washers and bath mats that are now dirty and need replacingDirty dishes.Class Activity – General DiscussionWhere are these items taken?Do they need to go back into the room after the guest has departed?If so, how and where is this recorded?
58 Remove items from guest rooms Types of items for collectionA replacement itemItems that are no longer needed but which have been specially requested previouslyGuest items requiring further action such as dry cleaning, storage or repairAlcohol and other items from mini bar.Class Activity – General DiscussionWhere are these items taken?Do they need to go back into the room after the guest has departed?If so, how and where is this recorded?
59 Remove items from guest rooms It is vital to pick something up at an appointed timeIf you are going to be late:Get someone else to collect itContact the room, apologies and arranged a revised timeNever just be late and fail to notify the guestIf the item you are picking up is heavy or awkward, take someone else along or a trolley.Class Activity – General DiscussionDiscuss points.
60 Remove items from guest rooms When you arrive to collect the item:Knock on the door and announce “Housekeeping”Greet the guest by nameApologise, if applicableTell them why you are there – “I’ve come to pick up the…Ask for permission to enter the roomThank the guest for their permission to do so.Class Activity – General Discussion and Role PlayDiscuss points.Trainer to explain process and demonstrateAudience to practise.
61 Remove items from guest rooms Keep your eyes and ears to yourselfPick up the item and walk to the doorApologise again, if appropriateMake arrangements for a replacement item, where appropriate and a time for its deliveryThank the guest againDepart the room.Class Activity – General Discussion and Role PlayDiscuss points.Trainer to explain process and demonstrateAudience to practise.
62 Provide advice to guests Element 3:Provide advice to guestsIntroduce topic.Class Activity – General DiscussionAsk general questions:What are common types of advice that are given to guests?
63 Provide advice to guests Performance Criteria for this Element are:Advise guests on services and items available through the housekeeping departmentAdvise guests on the use of items delivered to guest room, if requiredDemonstrate the use of items delivered to guest room, if requiredLiaise with other staff and departments to provide supplementary advice where appropriate.Trainer identifies the Performance Criteria for this Element, as listed on the slide.
64 Advise guests on housekeeping items and services Many guests will have direct requests and are clear as to what housekeeping can provideFor some guests however this may be the first time in a hotel and are unsure what is available for use in the roomIt is your role to provide assistance and information that may be suitable to their needsAt times the guest may not directly tell you their need so be aware of signs that may indicate their requirements.Class Activity – General Discussion and ListGet the audience to prepare a list of all items and services that are available through housekeeping
65 Housekeeping items and services Additional equipment in their roomFold-away bedAdditional beddingExtra blanketsExtra pillowsExtra towels.Class Activity – General DiscussionWhere are these items normally located?Are they free or come at a charge?Are they items the guest can keep?
66 Housekeeping items and services Hand towelsFace washersBath towelsFloor matsImprovement in the servicing of roomRoom to be re-vacuumedArea to be re-cleaned.Class Activity – General DiscussionWhere are these items normally located?Are they free or come at a charge?Are they items the guest can keep?
67 Housekeeping items and services Bed to be remadeItems in compendiumExtra stationeryBathroom suppliesExtra shampooExtra soapExtra shower capsItems for beverage making.Class Activity – General DiscussionWhere are these items normally located?Are they free or come at a charge?Are they items the guest can keep?
68 Housekeeping items and services Extra tea, coffee, sugar and milk sachetsExtra crockery or cutleryRepair or removal of broken equipmentElectrical water jug or kettleHair dryerToasterIron and ironing board.Class Activity – General DiscussionWhere are these items normally located?Are they free or come at a charge?Are they items the guest can keep?
69 Housekeeping items and services Light bulb changedAir conditioning or heating system fixedInstructions on how to work equipmentInstructions on how to work entertainment equipmentInstructions on how to work heating systemInstructions on operating the in-room safe.Class Activity – General DiscussionWhere are these items normally located?Are they free or come at a charge?Are they items the guest can keep?
70 Advise on hotel items and services It is quite common for guests to ask you questions whilst you are in the room handling a separate request.As the ‘face of the business’ it is your role to:Provide information directlyArrange for someone more suitable to come in person to provide informationFollow up a request including dinner reservationsArrange copies of information sought including maps, brochures, menus or contact information.Class Activity – General DiscussionWhere are queries that guest may have regarding hotel items and services?Where can you get maps and other printed information from?
71 Advise on use of items sent to rooms From time-to-time you will be required to help guests use items delivered to or already in their room.This may because guests have had no experience with:This sort of itemThe type or model of equipment in the room.Class Activity – General DiscussionWhat are items in the room that guests may need assistance with?
72 Demonstrate use of items sent to rooms Keys to giving a demonstrationExplain the functions and operations of all aspects of the itemMake sure all health and safety requirements are coveredUse clear terminology, simple wordsUse some simple questions to test guest understanding.Explain the functions and operations of all aspects of the item that the guest wants to know about – including what all the switches, knobs do. Note that it may not be necessary to explain all aspects of the item. Just focus on what the guests want to know about or be able to doMake sure all health and safety requirements are covered – remember the property has a duty of care to all its guestsUse clear terminology, simple words – stay away from jargonUse some simple questions to test their understanding of what you have explained to them
73 Liaise with other staff to provide supplementary advice Staff members will have a basic understanding of all the items and services provided in and outside the hotel but will not be able to provide detailed descriptions.Experts can be sought to provide advice on:Items:Technologically advancedMechanically advancedServices:Hotel informationCommunity information.Class Activity – General DiscussionWhat information on items are housekeeping staff not required to know?What information on services are housekeeping staff not required to know?What experts can provide this advice?
74 Liaise with other staff to provide supplementary advice Access ‘experts’ to provide adviceIt may involve getting the ‘expert’ to:Come and explain or demonstrate to the guest personally or over the phoneProviding explanation to the housekeeping staff member, who will relay the information to the guestProviding information in a written format including brochures, maps, user manuals or guides.Class Activity – General DiscussionDiscuss points.
75 Liaise with other departments Element 4:Liaise with other departmentsIntroduce topic.Class Activity – General DiscussionAsk general questions:What departments do housekeeping staff normally liaise with?Why?What assistance can other departments offer housekeeping?What assistance can housekeeping offer other departments ?
76 Liaise with other departments Performance Criteria for this Element are:Report malfunctions as requiredAdvise management of dangerous or suspicious circumstancesParticipate in planning to enhance service delivery standards and equipment purchase.Trainer identifies the Performance Criteria for this Element, as listed on the slide.
77 Report malfunctionsThere may be times when you will come across equipment that is malfunctioning by:Not working as intendedMaking too much noiseBeing unsafeBeing damagedNot working at all.Class Activity – General DiscussionWhat are common items in guest rooms that are malfunctioning?What are the causes?What items with these items?
78 Report malfunctionsAll such equipment must be immediately tagged as ‘Out of Order’.Where possible and safe to do so, the item should be:Removed from the guest’s roomLogged at the housekeeping department as being in need of repairA replacement item must be placed into the guest room.Class Activity – General DiscussionIs it always possible to get a replacement to the guest?If not, what can you do?
79 Report malfunctions How might I report these problems? The traditional ways of reporting these equipment problems are:Verbally – face-to-face or over the phoneCompleting a relevant in-house report formContact maintenance.Verbally – face-to-face or over the phone with the Floor Housekeeper, Maintenance Department or the Executive HousekeeperCompleting a relevant in-house report form – these are pro forma documents that detail the item of equipment, the room number the item came from, the problem that was identified, name of the person reporting it, date.Where establishments have their own in-house maintenance department it will be the Executive Housekeeper’s responsibility to contact them for repairs or to make a judgement call about replacement rather than repair. It is the Executive Housekeeper’s responsibility because the expenses will be charged against the Rooms Division
80 Suspicious items or situations Is the activity illegal or immoral? Most properties are not prepared to allow illegal activity and also frown on immoral activity. Some turn a blind eye to immoral activities deeming that what guests do in the privacy of their own room is their business.Class Activity – General DiscussionWhat are common immoral activities that takes place in guest rooms?What can you do about it?
81 Suspicious items or situations Unusual items or situations:A package left unattended in corridor or stairwellsAn item that is heavily bloodstainedA package left in a check-out roomA weapon found in a roomDrugs or packages thought to contain drugsExplosivesEvidence of drug taking in a room.Class Activity – General DiscussionWhat are common items found?
82 Suspicious items or situations Suspicious occurrences or people:Person behaving nervously or anxiouslyPerson in an area they shouldn’t be inPerson using excessive force against another personLoud voices and swearingSounds that indicate damage is being donePerson seeming to loiterPerson asking you to let them into a room.Class Activity – General DiscussionWhat are common suspicious occurrences or people?
83 Suspicious items or situations If you see or hear anything that is suspicious, unusual or appears illegal you should:Not say anything to the persons involvedTry not to alert them to the fact you have noticed something suspicious, unusual etcTry to remember as much detail as possible and write down notesAlert the relevant person as soon as possible.Class Activity – General DiscussionWhat do you normally do?
84 Suspicious items or situations Taking actionIf you notice something that looks unusual or suspicious:Advise the floor supervisor, the Floor Housekeeper or the Executive HousekeeperContact venue security.Class Activity – General DiscussionIn what cases would you contact security directly?
85 Planning in housekeeping Planning in housekeeping is just as important as in other hospitality departments.Whilst the majority of services delivered through housekeeping as not done in direct view of the guest, the output has a tremendous impact on the guest, either in a positive or negative way.Class Activity – General DiscussionWhat planning needs to take place in housekeeping related to:Enhancing servicePurchasing equipment
86 Planning services Improving staff knowledge, skills and attitudes Services are commonly referred to as the output of staff resulting from their current knowledge, skills and attitudes.Therefore to improve the service provided, management must plan to improve each staff member’s:KnowledgeSkillsAttitude.Class Activity – General DiscussionTrainer to identify some examples of ways to improve:KnowledgeSkillsAttitudes
87 Planning servicesStaff are always keen to learn and improve and management should strive to find out from staff what they would like to learn to enable them to provide better service.This training may come in the form of:WorkshopsTraining sessionsQualifications and coursesBuddy systemMentoring programs.Class Activity – General DiscussionGiven the different types of training methods in this slide, identify what types of training could be delivered in each.
88 Planning services Range of services Each hospitality organisation provides a range of housekeeping services to its guests.An organisation may choose to introduce:New products associated with the serviceNew equipment associated with the serviceStaff training programs to develop required knowledge, skills and attitudesClass Activity – General DiscussionGet the audience to think of new services that housekeeping could provide to guests and what planning would need to take place to implement this into the workplace.One suggestion is the introduction of a ‘butler service’
89 Planning equipmentWhen it comes to planning purchases, the task to be performed by housekeeping is tremendousThe amount of money required to prepare and maintain operational rooms and public areas is tremendous.Class Activity – Research activityHow much does it cost to ‘fit out’ a hotel room?Get the audience to research all the items required for a hotel room including costs.
90 Planning equipment Furnishings, fixtures and fittings Furnishings – bedding, tables, couches, kitchens, televisions, carpets, chairsFixtures – lamps, mirrors, cabinetsFittings – lights, electrics, air conditioners.Class Activity – Research activityHow much does it cost to ‘fit out’ a hotel room?Get the audience to research all the items required for a hotel room including costs.
91 Planning equipment Equipment Equipment – housekeeping cleaning equipment including vacuum cleaners, waxing machines, trolleysClothing – uniforms and protective clothingChemicals – including all cleaning products and items used to clean including cloths, rags, mops.Class Activity – Research activityWhat types of equipment does a housekeeping office need? Identify the types and costs?What types of clothing does a housekeeping office need? Identify the types and costs?What types of chemicals does a housekeeping office need? Identify the types and costs?