interdepartmental Communication

Means action that show dissatisfaction through verbal or written directly to a product, service or idea that needs an immediate solution.

• Compliment

• Competent

• Complaint

• Confidence

Scenario: Customer complained because he felt that he had suffer a loss. Customer needs/expecting ?

• RESPECT

• COMPENSATION

What is the first step in handling guest complaints?

• Determine the nature of the complaint

• Listen attentively to the guest's complaint

• Act on the complaint immediately

What should you do when determining the nature of the complaint?

• Stay calm and argue with the guest

• Blame others for the problem

• Stay calm and do not argue with the guest

Why is it important to follow up with the guest?

• To show that the problem is not important

• To ensure that the problem was resolved satisfactorily

• To avoid any further complaints

Cleanliness and sanitation are both important to the housekeeping department.

• True

• False

Mop, bucket, floor brush termasuk kedalam jenis…

• Other supplies

• Linen supplies

• Cleaning material

• Cleaning equipment

Refers to the upkeep and maintenance of cleanliness and orderliness in a house or a lodging establishment such as inn, hotel, apartel, condominium, resort, dormitory or a hospital.

• Front Office

• Housekeeping

• Font Office

• Housekepping

RESPONSIBILITIES OF THE HOUSEKEEPING DEPARTMENT

• Submiting Night Sales Report, Serving as a communications centers, and Recording of Registered Guests

• Guestrooms Maintenance, Providing Linen/Laundry Service, and Maintanance of Public Areas

• Providing Linen/Laundry Service, Guestrooms Maintenance, and Maintenance of Public Areas

• Attending rooms for expected arrivals, Handling and Distributing room keys, and Receiving mails, parcels and messages.

Check electrical appliances and equipment before use.

• TRUE

• FALSE