Maintain polite eye contact while interacting with the hotel guests.

Possess right attitude.

Speak clearly in audible voice of moderate pitch.

Have good listening skills to avoid any miscommunication.

Be able to retain and pursue the demand of the guest until it is fulfilled.

Be a good team player.

Speak in a friendly but sincere tone

Respect each hotel guest they are dealing with. They must conduct themselves confidently and courteously.

II. MATCHING TYPE. Match the following Housekeeping Cleaning Procedure where they belong.

Dusting

Spot Cleaning

Polishing

Scrubbing

Wet Mopping

Spray Buffing

Dry Mopping

Sweeping

Stripping

Dry Cleaning

Damp Mopping

III. TRUE OR FALSE. Choose TRUE if the statement is a fact and FALSE if otherwise.

Maintenance is responsible for keeping all its equipment operational. It is also responsible for implementing any new changes required such as upgrading the software and hardware.

Sales and Marketing are responsible in all sales, services, advertising, promotions, and public relations are taken care of by this team.

Housekeeping is responsible for guest check-in and check-out, mail and information services, and concierge services such as tour booking, reserving theatre and restaurants, providing airport taxi service, etc.

Food and Beverage department is responsible for preparing menus, foods, and managing inventory of food and beverage items.

Reservation conducts all financial activities like producing bills and receiving payments, computing employees’ compensations, and delivering payments.

Security Service Department is responsible includes parking and door attendants, drivers, porters, and bell attendants.

Front Office is responsible for interviewing and recruiting qualified staff to be placed at appropriate positions

Restaurants are classified on the types of facilities, services, number of outlets, location, target market, affiliation and ownership.

Housekeeping creates the first impression about the hotel in the guests’ minds.

Food and Beverage Department can be said as the heart of the hotel business.