E-Book Housekeeping

HouseDkeepaerptmienngt Jarunan Thongkham 116430102052-8 No.48

Organizational Chart - Large Hotel / 5 Star / Full Service The housekeeping department in a large hotel or 5 Star Hotel is headed by the executive housekeeper. He/she reports to the general manager, or to the resident manager, or the rooms division manager in a large hotel. In the case of a chain of hotels, the executive housekeeper also reports to the director of housekeeping, who heads the housekeeping departments in all the hotels of that chain. The deputy housekeeper assists the executive housekeeper and, depending on the size of the property, there can also be assistant housekeepers who look after the various areas of responsibility in the hotel, that is, floors, public areas, the linen room, and desk control. The Housekeeping Organizational Chart in a large hotel also contains multiple supervisors for each section of the housekeeping like the Laundy, Desk Control, Floor Supervisor, Public Area Supervisor, Night Supervisor etc. each of these supervisors reports to the Assitant Housekeeper or the Executive housekeeper. Further down the Housekeeping organizational structure, we have the Room boys, Housekeeping Attendants, Laundry Attendants, Gardeners, Tailors, Florist, Trainees, Apprentice etc. Find below the organization chart of the housekeeping department in a large, Five Star or a full-service hotel

Definition of Housekeeping Housekeeping may be defined as ‘provision of a clean, comfortable, safe and aesthetically appealing environment’. By another definition, ‘housekeeping is an operational department in a hotel, which is responsible for cleanliness, maintenance, aesthetic upkeep of rooms, public areas, back areas and the surroundings’. The term Housekeeping outside the hospitality, hospitals refers to the management of daily duties and chores involved in the running of a household, such as cleaning, cooking, home maintenance, shopping, and bill payment etc. These daily recurring tasks may be performed by any members of the household, or by other persons like butler or maids who are hired for the purpose. Role of Housekeeping Housekeeping department in hotel ensures the cleanliness, maintenance, and aesthetic appeal of all rooms and public areas. The housekeeping department not only turnarounds (prepares and clean guestrooms) on a timely manner it also cleans and maintains everything in the hotel so that the property is as fresh and attractive similar to the day when it opened the doors for the business. The role of housekeeping can change depending upon the type or category of the hotel, for example only in a luxury or full-service hotel evening or turndown services are offered by the housekeeping department. The housekeeping department is one of the major 'Support Centre' in the hotel as it doesn't generate any major revenue for the hotel. Housekeeping is considered as a 'back of the house' department even though they have some direct contact to the guests; like for example while cleaning rooms, picking up laundry, providing evening or turndown services etc.

Housekeeping Staffing Calculation Compared to other hotel departments, the housekeeping department employs the largest workforce in most hotels. Manpower thus becomes a major operating expense. Good management of the housekeeping department depends on achieving a balance between the workload and the staff strength. When calculating staff strength, it must be remembered that each property will have its individual requirements. The factors to be considered here are the type of hotel, location of the hotel, traditions and customs of the locality, the size of the hotel (in terms of the number of rooms), the occupancy rate of the hotel, management needs and policies, the quantity of work to be done per room, the quality of work expected, the standards to be met, The time needed to do the work, the frequency with which the work needs to be done etc. The staff strength of the housekeeping department mainly depends on the size and structure of the hotel, that is, whether it has a compact structure with clusters of rooms, the number of rooms per cluster or floor, the expanse of the public areas and landscaped areas, and so on. The general rule of thumb that aid in determining staff strength in the housekeeping department is given below.

Housekeeping as a supporting centre or ancillary department It is rightly said that housekeeping is a 24 x 7 x 365 operation. Imagine the stacks of linen needed to make up all the beds in a hotel; the huge amounts of bath soap, tissue, and other amenities such as shampoos, colognes, and so on that must be placed in the guestrooms; the miles of carpeting, floors, walls, and ceilings to be cleaned and maintained; the countless pieces of furniture that must be dusted and polished, and the barrels of cleaning compounds along with special tools and equipment needed in order to clean these. Other than hotels, professional housekeeping services are very much in demand in hospitals, on cruise liners, at offices, and more. Since most such organizations prefer to outsource these functions, contract housekeeping is becoming a lucrative entrepreneurship venture these days. Housekeeping, thus, is an ancillary department that contributes in a big way towards the overall reputation of a property. As mentioned above the tasks performed by the housekeeping are critical for the smooth daily operation of any hotel regardless of its category, size, location, number of rooms etc. Also, the critical point in achieving operational success is the teamwork which must exist between housekeeping and the front office, engineering, maintenance personals etc.

To ensure well furnished and maintained guestrooms and public areas. To ensure excellence in housekeeping sanitation, safety, comfort and aesthetics for hotel guests. To oversee the coordination of and administer all housekeeping programs and projects. To act as a source of contact in interdepartmental communications, vendors, professional agencies etc. To act provide a budget, budget control, and forecasting related to housekeeping. To achieve the maximum efficiency in ensuring the care and comfort of guests & in the smooth functioning of the department. To establish a welcoming atmosphere. To ensure courteousness, reliable service from all staff to the guest. To ensure a high standard of cleanliness and general upkeep in all areas for which the department is responsible. To provide linen in rooms, restaurants, banquet halls, conference halls, health clubs etc, as well as to maintain an inventory for the same. To provide uniforms for all the staff & maintain inventory for the same. To Cater to the laundering requirements of hotel linen, staff uniforms, and guests. To provide & maintain the floral decorations and to maintain the landscaped areas of the hotel. To select the right contractors & ensure the quality of work is maintained. To co-ordinate renovation and refurnishing of the property in consultation with the management & with interior designers. To co-ordinate with the purchasing department for the procurement of guest supplies, cleaning agents, equipment, fabrics, carpets, & other items used in the hotel. To deal with lost & found articles. Carpet shampooing and maintaining. Dealing with any guest queries, complaints & requests as they occur. To keep the general manager or administrator informed of all matters requiring attention.

SOP – 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 maneuverable. -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. -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: Shampoo Toilet rolls Moisturizer Tissue box Mouthwash Soap dish Foam bath Bath towel Sewing kit Hand towel Shower cap Face towel Shoeshine Bathmat Detergent Bed spread Loofah Pillow covers etc. Disposal bag

1. Before reporting to the Housekeeping office, you are requested to wear a uniform with a name badge. 2. Showered, clean sort hair, shaved (Female: if hair to long to shoulder, it must be tied back off the face). Nails are to be clean and short (Female; with only clear or very pale nail polish and always wear all make-up in moderation). 3. The only jewellery you may wear is a watch, one ring, (Female: small earrings). 4. Only plain black shoes may be worn and black socks, preferable in the style recommended. Female to wear light brown stockings. 5. Report on duty in the Housekeeping office, and makes sure to sign in on time. 6. Collect your worksheet, and check if no mistake, check if VIP in-house and VIP arrivals are indicated and sign for your Key Card. Keys place with Key Pouch by the Pocket before leaving Housekeeping Office. 7. Collect cleaning baskets with cleaning cloth, check if the basket is complete and napkins are sufficient. 8. Go directly to your assigned floor. 9. Once there, check your equipment and trolley with linen and guest supplies. 10. Clean the corridor, ashtrays and elevator door. 11. Check and dust vacant rooms, and ensure that room status is correct with Room Status Report. 12. Make sure that you finish the above tasks before 8:40 AM in case you are doing a morning shift. 13. Move your service trolley and vacuum cleaner out from the pantry, then start to clean “VD” and “OD”. 14. Lock the pantry door and remember guest supplies are very expensive.

15. Start to clean the room according to the order of priority. a) VIP rooms b) Early request cleaning of occupied rooms c) Check-out rooms blocked for VIP or early arrivals d) Interval service of other check-out and occupied rooms - Now go to the first room to be cleaned and place your trolley in the front door of the room. Clean the occupied room as required by the guest or if you are sure guests are out, never clean the occupied room before 9:00 if you're not sure that guests are not out of the room, and avoid disturbing guest sleeping. 16. Place your vacuum cleaner neatly beside your trolley. 17. Remember never obstruct the corridor, fore cupboards or fire exits in any way. 18. Before ringing the bell, check if the room displaying a DND - DO NOT DISTURB sign, as this mean that the guest is in the room and does not wish to be disturbed. Place notes card into the room under the door after 14:00 to inform the guest if service is required to contact Housekeeping. 19. DND sign you must never ring or enter the room. 20. If occupied or check out room appears to be vacant ring the bell, (announce yourself as “good morning housekeeping”) wait about ten seconds and ring another two times. 21. If there is no response, unlock the door and announce yourself as “good morning housekeeping, may I come in?” 22. Leave the door open when you clean the room. 23. Clean the room as per the standard procedure. 24. Take special care by collecting the bed linen from the bed, shake the linen over the bed and take one by one sheet, make sure clothing and other article are not mixed up with it. 25. In your duties, you should also a) Check and replace Mini Bar b) Check and collect guest laundry c) Hand in guest’ losses to your supervisor d) Provide shoeshine service e) Provide another service as required.

26. If on your section you are unable to clean rooms, because of a guest still in the room or too many DND signs, contact your supervisor or exchange one room with one of your colleges. Don’t hang around it is waste of time. 27. If you have to leave your floor report to the supervisor, the same applies if you come back. 28. At 14:00 if you have rooms with DND signs or late service (after 16:00) report to the supervisor. 29. If you have rooms that are not used by guests report to the supervisor. 30. If you have done extra work inform the supervisor what kind of extra work you have done and in which room. 31. Every room cleaned need to be indicated on your worksheet the same applies for discrepancies. 32. After you have finished your last room inform the supervisor to return your trolley and vacuum cleaner to the pantry. 33. Pay special attention to the corridors if the carpet is dirty, vacuum the carpet at once. 34. Clean your trolley and refill the guest supplies and linen, empty and clean your vacuum cleaner. 35. Clean your basket. 36. Clean the pantry and wait for your supervisor to sign your paper before leaving your floor, Report any special matters to your supervisor. 37. Take your rubbish bag where it belongs to keep. 38. At the end of your shift return to the housekeeping office, hand in your keys and your worksheet. 39. Check your duty schedule for the next day and sign out.

How to Vacuum A Guest Room? The purpose of this policy is to ensure that all guest rooms and Club floor guest rooms etc. are vacuumed as per the hotel's standard operating procedure. Standard procedures for Vacuuming a guest room: Vacuuming is the last and final stage in cleaning the guest room. When not in use, the vacuum cleaner should be left outside the room in the corridor next to the trolley. Vacuuming must be done in every occupied and check out room daily. When vacuuming start from the farthest point of the room and work backwards towards the door. Make sure you get under every piece of furniture and under the beds of all check out rooms. Be careful not to run the machine into the furniture. Take off the end piece and use the tube in places too small for the vacuum end piece. Check to make sure you have not left any supplies behind. Vacuum the carpet and replace the furniture in the correct positions Do a final check before you leave the room.

SOP – Laundry – Billing Guest Laundry The purpose of this policy is to ensure that all the guest laundry billing are done correctly prepared and posted from the POS or PMS billing system. Standard procedures for Billing Guest Laundry: Bills are to be made in duplicate. The original copy of the Bill has to be kept in the Department and the second copy is going along with the Laundry. Always be attentive to the special instruction column. If the guest needs the laundry urgently one must take the charge voucher. In case of urgent laundry, the bill copy needs to be sent to the Front Office cashier immediately or post it in the computer. Every Laundry voucher is to be feed in the POS or PMS for Billing on guest folio before the garments are returned to the guest. The original copy is kept in day to day file for reference and a duplicate copy is to be given to the guest. Enter every item in 'In house Laundry Record Book' and Laundry voucher content into the Laundry summary sheet in numerical order.

SOP – Laundry – Washing Of Guest Laundry [Sorting & Chemicals Quantity] The purpose of this policy is to ensure that all the guest laundry are segregated by light colour, white and dark colour etc. And also the correct chemicals in mentioned quantity are used for washing each types of guest laundry. Standard procedures for Washing Guest Laundry: To separate the marked Laundry into different classifications: - colour, white/dark colour, hand wash and dry cleaning. When doing classification, check the condition of each and every piece to make sure there are no damaged items before being washed. If there is any, return it to the guest for his/her acknowledgement. Steps for Loading the washer extractor. Switch on the power supply to the machine and insert the programme to the starting point as per the degree to which they are soiled. Chemicals For Washing Chemicals For Washing White clothes: Coloured clothes: a. SA8 - 25 gm a. SA8 - 25 gms. b. Lisapol- Dpaste - 100 gms. b. Lisapol - Dpaste - 100 gms. c. Bleach (Liquid Bleach ) - 200 gms. c. Sour - 200 gms. d. Sour - 200 gms. d. Softener - 200 gms. e. Softener - 200 gms. Do's and Dont's while Washing Guest Laundry: Lock the machine door firmly and press the start button to run the machine. When the whole cycle is complete the programme display will inform. Unload the laundry from the washing machine. All guest laundry is sorting out for tumbler dry/air dry or direct pressing. After drying all garments goes for steam press and folding.

SOP - Laundry - Packing and Delivery Of Guest Laundry The purpose of this policy is to ensure that all the guest laundry are neatly folded packed as per the request by the guest. The laundry manager or Laundry valet should also ensure to deliver the laundry promptly to the guest room. Standard procedures for Packing Of Guest Laundry: Fetch the fresh laundry from a pigeonhole with the Laundry copy list. Tick every item to ensure the number of pieces is correct. Remove marking tags from fabric. Pair the socks. Insert underwear in plastic bags first. Placing socks and handkerchiefs on top. Shirts are packed in a separate bag and are placed on top of the laundry item. Every laundered hanging garment is placed according to Room No. Label each hanging item with a hanger. Room nos. is written on one laundry bag.

Standard procedures for Delivery Of Guest Laundry: Place all ready packages and hanging garments in the queue according to the sequence of floors from top to bottom. Count the number of package and hangers-on trolley. The total number of package and hangers should match the delivery record. The valet is counting all packages and hanging items on every floor pantry. Before starting delivery assure nothing is missing. Check the number on the room door to assure you are not entering the wrong room. Check the door to see if there is a DND sign on the door. Place the DND information card under the door with the date and time. Enter the room (If the guest allows only). Put all hanging items into the wardrobe and the package can be placed on the luggage shelf. Leave the room thanking the guest and wishing him a pleasant stay. Close the door for the guest. Don’t stay in the room for too long. In case there is no guest in the room, look for a room attendant to open the room.

Turndown Service For VIP Guest & Club Floor The purpose of this policy is to ensure that all VIP guest rooms and Club floor guest rooms are provided with the turndown service or evening service as per the hotel's standard operating procedure. Standard procedures for Turndown Service For VIP Guest & Club Floor: 1. Find out if the guest is in the room. 2. Announce yourself before entering the guest room. 3. If the guest opens the door, announce yourself with a smile and tell the guest why you are there. “Good evening Mr. James, would you like your bed turned down, or would you like me to come back later?” 4. In case the guest wants you to come back later then, politely as the time for position the maid's cart in front of the guest room. 5. If no one replies, ring the bell again and open the door slowly announcing “Housekeeping” as you open the door. 6. The guest(s) may be sleeping and has not heard the doorbell. 7. If the guest(s) is sleeping close the door and return at a later time. Write the time on your worksheet. note: Writing the time is important in case there are any complaints later on regarding the room not being serviced too late. 8. If there is no one in the room, prop the door open with a door wedge as explained in task 3. And call room service if there is a tray or trolley to be removed. 9. Check on your worksheet how many guests are in the room. note: By looking at your assignment, it informs you how many people are in the room so you know whether to turn down 2 beds, 1 bed, and both sides of a double bed or just 1 side of it.

Note: Although these tips were written with large laundries in mind, many of them can also be helpful for managers of midsize and small laundries. 1. Not loading the dryer to the full capacity. Underloading is the most common and most costly mistake made in institutional laundries. Dryers with microprocessors can eliminate this problem with “small-load” dry cycles for each fabric classification. 2. Allowing laundry to dry too long. Besides wasting energy and production time, overdrying creates friction, which wears fabrics out more quickly. 3. Not running the dryer at constant production rates. It’s a waste of production time to let employees dictate when a dryer is loaded. Often the machine sits idle after a load is dried because employees are engaged in other tasks. There are automatic or semiautomatic dryer loading and unloading possibilities for almost any laundry. 4. Taking too long to load or unload machines. Besides wasting time, this allows the dryer’s cylinder to cool off between loads, resulting in the dryer has to work harder to bring the temperature back up for the next batch. 5. Too much heat at the end of the load. The most effective means of drying is to apply the greatest heat to laundry at the beginning of cycles. It is best to restrict heat toward the end when goods are most susceptible to damage. Dryers with microprocessors can do this easily.

6. Not enough cool-down. If the dried laundry is not cooled down enough during the dryer’s cool-down cycle, at worst there is a chance that it may smoulder or even catch fire! At best, wrinkles are set into the fabric, which means employees must spend more time in the finishing area trying to get them out. Sometimes the laundry must be rewashed. Ideally, the cool-down cycle should occur when the laundry reaches a certain temperature, not at a preselected time. Microprocessors make this possible. 7. Not keeping filters clean enough to allow the dryer to operate at optimum levels Although it should be a given that laundries follow the manufacturer’s recommended filter-cleaning schedule, it’s amazing how few do. 8. Not maintaining the dryer’s seal. A dryer’s efficiency is directly related to the condition of its seal since the seal keeps cold air out and hot air inside the basket so it can flow through the laundry. Most seals wear out quickly since they are subjected to the reverse side of the basket’s perforations (a cheese-grater effect). A worn-out seal means the dryer has to work harder and longer to dry goods. You can bypass this problem entirely with new dryers, which have an unusual placement of the seal on a smooth band around the basket. 9. Not moving laundry to the finish stations quickly. Optimum use of ironers, for example, relies on a specific amount of moisture in the goods before ironing. Allowing goods to sit too long makes them wrinkle; sometimes rewashing is the only cure. Besides improving scheduling, consider installing a conveyor or some other automated means of transport between dryers and finishing stations. 10. Not keeping accurate production and cost figures for drying. To improve anything, you need to know what you’re starting with how much time and fuel are projected for each classification versus actual numbers. New personal computer systems can provide this information in summarized reports.

When it comes to cleaning, no one does it quite as the hotel maids do! Why is that, you wonder? Well, for starters, they’ve got loads of experience and professional training in the cleaning field, and in addition to that, hotel maids know all the secrets there are to getting a room sparkling clean! Now, you’re probably wondering what these cleaning secrets are and how you can start using them today. Luckily, we’ve done all the research for you and gathered up some must-know information for any homeowner that wants to achieve professional cleaning results! Read on to find out what secrets hotel maids have to share about cleaning to perfection! ‘There is a Lot More to Vacuuming Than You Think!’ For the average homeowner, vacuuming floors can be a frustrating affair. This is because no matter how much time you spend on the task, the results are less than satisfactory. For hotel maids, on the other hand, a quick and effective vacuuming session is a given. ‘Clear Clutter, then Clean’ You can’t expect ‘cleaning perfection’ if you’re attempting to clean a surface or area without getting rid of clutter first. In these cases, you are simply cleaning around clutter, leaving behind many ‘missed spots’. As a hotel maid, one of the first tasks carried out is removing anything that is considered to be a clutter. Some examples include books/magazines, phone chargers, dirty plates/bowls, and other items left out of place. Once you’ve cleared a surface by putting things where they belong, cleaning efficiently will be a breeze! ‘Always Clean from Top to Bottom’ Hotel maids are trained to clean rooms quickly and efficiently. This means doing tasks in a systematic manner to avoid messing up an area that has already been cleaned. Therefore, regardless of what room you are cleaning, top to bottom is the way to go!

‘Pick up Dust, Don’t Unsettle it!’ To do this, you need to have the right dusting tool. Feather dusters, or even regular dust rags for that matter, tend to unsettle dust while merely picking up 30%-40% of it. For many homeowners, however, the lack of efficiency with these dust tools is outweighed by the convenience of using them. It’s quick and definitely gets your furniture cleaner than it was before. Of course, for hotel maids, this is not good enough. They know that using the right dusting tool is key to achieving satisfactory cleaning results. Moreover, different types of surfaces require suitable dusters to pick up dust efficiently. For example, microfibre dust cloths are great for cleaning various surfaces such as electronic screens and metal, while electrostatic dusters are more effective in dusting wooden surfaces. ‘Let Cleaning Products Sit’ Stain removal (particularly in bathrooms) doesn’t necessarily require a lot of elbow grease. The reason why most homeowners spend a lot of time and energy in cleaning up stains is that they don’t give the cleaning product enough time to act. When you apply a cleaning agent to a stain and start scrubbing at it immediately, you may be able to remove it, but you end up using twice the amount of time and effort. Hotel maids don’t make this mistake because they know the secret is in the sitting time! For example, before you start cleaning your bathroom, you should pour toilet cleaner into the bowl and allow it to sit while you go about doing other tasks. Even 10 minutes of sitting time will make cleaning your toilet bowl easier and much more effective! ‘The Warmer the Water, the More Effective the Clean’ Floors, counters, stovetops, wall tiles, and many other surfaces can be cleaned with room temperature water; however, it’s been proven that warm (or hot) water is significantly more effective in removing stubborn stains and hardened dirt/debris. This is because heat helps to loosen grime while also killing bacteria. In fact, hot water helps to enhance the cleaning power of many products, including homemade cleaners that contain vinegar, castile soap, and/or baking soda. While there are some cases wherein cold water is recommended over warm water (such as washing certain fabrics), for regular cleaning tasks like wiping counters and washing bathroom floors, hotel maids advise warm or hot water for better results. Now that you know the secrets, we bet you’re eager to put them to the test. Well, hotel maids everywhere are sure that you won’t be disappointed when you do!

Uniform style Blue sky light shirts come from the sea colors when the sunset hits the surface, creating comfort, attractiveness, harmony with the sea. Pants, light yellow pants, matching blue sky light, more comfortable eyes. When you look at it all as a whole,

The number one point is the functionality of the position. It is important to ensure the garment is made to fit for the purpose of the garment, this is a big priority. Number two is the durability of the fabric and the construction of the garment. Good manufacturing processes without shortcuts taken are essential for the perfect uniform. Shortcuts could include using poor quality facing fabric in suit lapels for example. The third point is the correct choice of fabric; a fabric can withstand the industrial laundry process. Usually, a combination of 60% polyester and 40% viscose for pants and suiting is the most successful. She also recommended micro-fibre and 100% polyester for pants and suiting though this does not breathe so well. For white shirting, the recommendation is for 65% polyester 35% cotton, this is the best mix for the durability and longevity of the garment. It is important to always choose the blue-toned version of a white shirt rather than the yellow- toned version. As the garment wears, it becomes grey as the cotton fibres disintegrate and the shirt is left with 100% polyester fibres at the end of its life. For white shirts with best, the look chooses 60% cotton and 40% polyester. In terms of design, it is hard to go past the classic 2 button suit, it never dates and this is the suit design any housekeeping veteran would recommend. For pants, always use adjustable buttons on the trousers, these are better than the adjustable sliders that tend to break during the commercial laundry process. Other tips include considering ordering uniform standard sizing rather than made- to-measure, even for suits. Seasoned housekeepers usually order 50% unhemmed garments and 50% with regular and long legs at the time of installation. Look at longer arms and shorter arms versions of jackets and shirts for ease of multi-fit. In terms of fabric, it is essential to ask the manufacturer to include in their contract 30% spare fabric to keep on hand and to be utilized within 12 months. You need to be able to give a guarantee to the manufacturer that you will use the fabric up within 12 months.

The top 5 hotel guest complaints and how staff can respond Dealing with guest complaints is one of the biggest challenges for any member of a hotel staff. Even staff 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. 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 can do about 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 staff 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. 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!” 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.

Questions 1.What are the chemicals required for washing White clothes? 2.What are the chemicals required for washing coloured clothes? 3.What is last Standard procedures for Billing Guest Laundry? 4.“good morning housekeeping, may I come in?”Say when? 5.who look after the various areas of responsibility in the hotel? 6.shampoos, colognesi are amenities or facilities? 7.what is the purpose of Billing guest laundry? 8.what is Full name of PMS? 9.What is procedures for Washing Guest Laundry? 10.What is the purpose of turndown service?

Answers 1.a. SA8 - 25 gm 9. -To separate the marked Laundry b. Lisapol- Dpaste - 100 gms. into different classifications: - colour, c. Bleach (Liquid Bleach ) - 200 gms. white/dark colour, hand wash and dry d. Sour - 200 gms. cleaning. e. Softener - 200 gms. -When doing classification, check 2.a. SA8 - 25 gms. the condition of each and every piece b. Lisapol - Dpaste - 100 gms. to make sure there are no damaged c. Sour - 200 gms. items before being washed. d. Softener - 200 gms. -If there is any, return it to the guest for his/her acknowledgement. 3.Enter every item in 'In house 10.To ensure that all VIP guest rooms Laundry Record Book' and Laundry and Club floor guest rooms are voucher content into the Laundry provided with the turndown service or summary sheet in numerical order. evening service as per the hotel's 4.If there is no response, unlock standard operating procedure. the door and announce yourself 5.Assistant housekeepers 6.amenities 7.To ensure that all the guest laundry billing are done correctly prepared and posted from the POS or PMS billing system. 8.Property Management system