Housekeeping
This housekeeping process refers to thoroughly cleaning a room beyond the standard daily service, often including moving furniture and cleaning hard to reach places
Even if a guest has a confirmed reservation, this should always be verified before issuing room keys.
What is a photo ID?
The sheets with the crinkle texture
What is the duvet?
When a breakfast item runs out during service, this should be done as soon as possible.
What is restock or replace the item?
This is the most commonly requested extra item at hotels.
What is extra towels?
If a valuable item is left in a check out room, this should always happen before the item is stored in lost and found
What is write the room number and date the item was found?
A front desk agent should never give out this information or say this information out loud, even to the guest themselves.
What is a guests room number?
What is bleach?
What is the tables in the breakfast area?
This department is usually the first to know if a guest locks themselves out of their room
What is the front desk?
If a DND is placed on a door for an extended period of time, the housekeeper should do this rather than ignore it.
What is notify a supervisor so that a wellness check can be done?
This room status means the room is physically empty but has not yet been cleaned or inspected for the next arrival.
What is Vacant Dirty?
This task should be completed before breakfast opens to ensure guests have everything they need.
What is restocking the breakfast area?
This number is one guests hope they never have to call, but every hotel should have it posted.
What is 911?
This is the first place many room inspectors check to see if a room was cleaned properly
What is the bathroom?
This step helps ensure the cash drawer is balanced at the beginning and end of every shift
What is counting the cash drawer?
The buildup in a dryer that should be removed regularly to improve efficiency and reduce fire risk
What is lint?
A guest tells you the coffee is empty. Before saying "I'll refill it," the best first response is this
What is apologize and thank them for letting you know?
This item is the most commonly forgotten by hotel guests.
What is a phone charger?
This single detail is one of the biggest complaints a guest can have about cleanliness in a guestroom
What is a hair found in the room?
When the hotel is oversold and no rooms remain, this is the process of arranging accommodations at another hotel.
What is walking a guest?
The white powder used to remove stains
What is Reclaim powder?
Besides food, these three items should always be checked and restocked throughout breakfast service
What are plates, cups, and utensils?
A guest calls the front desk because their TV "doesn't work." Nine times out of ten, this is actually the problem.
What is the tv cords are plugged in wrong?