PROVIDE HOUSEKEEPING SERVICES TO GUESTS

Below are housekeeping items available to guests, except?

• Additional equipment in their room

• Extra pillows

• Iron and ironing board

• Extra tea, coffee, sugar and milk sachets

• Body Guard

Below are some tips when providing a demonstration on how to use an item to a guest, except....

• Demonstrate the operations and functions

• Show the guests where the in-room instructions are

• Take your time

• Do not give them an opportunity to try things out while you are there

• Encourage them to contact you again if they have further problems

Answer ‘True’ or ‘False’ to the following statement: When demonstrating how to use an item to guests, it is important that they try to do it whilst you are in the room.

• true

• false

Answer ‘True’ or ‘False’ to the following statement: Using instructional sheets in different languages and photos is helpful for guests who do not understand your language.

• true

• false

When a guest ask you some information about tourist destination around the hotel, How do you give information to guests?

• Come and demonstrate to the guest personally

• Providing information in a written format including brochures, maps, user manuals or guides.

Answer ‘True’ or ‘False’ to the following statement: When an item has malfunctioned it must be replaced immediately

• true

• false

Answer ‘True’ or ‘False’ to the following statement: If a guest is doing something that is legal however immoral you should act immediately.

• true

• false

Give me some examples of dangerous or suspicious circumstances you would report to management when providing housekeeping services to guests

• A package left unattended in corridor or stairwells

• An item that is heavily bloodstained

• The sound of crying babies

• A package left in a check-out room

When a guest makes a request, what information should you record?

• Guest name

• Room number

• Specifics of the request

• Time for delivery to the room that was agreed to

• Guest address

Answer ‘True’ or ‘False’ to the following statement: You don’t need to write down details of a request if you are going to handle the request yourself.

• True

• False