Guest Relations
What is a polite and appropriate way for housekeeping to respond if a guest is in the room when they arrive for cleaning?
Polite Knock and Announcement - The housekeeper should knock gently on the door and announce themselves, saying something like, "Housekeeping," before entering. If the guest is present, they should apologize for the intrusion and ask when would be a more convenient time to return.
What are some time-saving tips for efficiently cleaning a standard guest room?
Clean one area at a time, clean one room at a time, use a cleaning caddy for chemicals, ensure the cart is stocked at the beginning of shift to prevent search for supplies, keep equipment in good condition for ease of use
What should housekeeping do if they find a valuable item left behind by a guest?
Log the item in Quore app, notify the supervisor on duty, and take the item down to the lost and found bucket in the back office. Do not leave items on the cart.
What are five essential items that should be properly organized and stocked on a housekeeping cart for efficient room cleaning?
Cleaning chemicals and clothes, linens, trash bags, gloves, toilet paper, kleenex, cups, coffee
What is the standard number of each type of pillow per guest bed?
2 feather / 2 foam
How can housekeeping contribute to creating a positive guest experience?
Attention to detail, friendly interaction with guests, respect for guest wishes for privacy, prompt response, anticipating guest needs
What is the industry standard time allowed for cleaning a checkout room?
30 minutes
What guest personal items would be discarded rather than kept in lost and found?
dirty underwear, empty hygiene items, socks, standard over-the-counter bathroom amenities - if you are not sure ask!
How do you know where to store your cart at the end of the day?
How many hangers should be in the guest room closets?
4 clip hangers / 6 straight hangers
What are some ways housekeeping can personalize a guest's stay?
Welcome notes, special occasion recognition, filling special requests
What is the industry standard time for cleaning a stayover room/refresh room?
20 minutes for a stayover and 15 minutes for a refresh
What is the strangest thing you have ever found left behind by a guest?
Round table question - winner by vote gets the points
All linens are removed and retuned to the laundry room. All cleaning supplies and guest amenities are restocked for the next day.
What should the thermostat be set to when exiting the guest room?
Winter months 68 / summer months 72
How can housekeeping contribute to a safe and secure environment for guests?
Report any suspicious activity - be aware of your surroundings, report any maintenance issues that could be a safety hazard
What are the main differences between a stayover clean and a refresh clean?
Stayover - floor vacuumed, bathroom mopped, change bed linens, wipe down all surfaces, remove soiled bathroom terry and replace with clean, check for amenities that may need replenished
Refresh - make the bed but do not change linens unless soiled, remove the trash, remove dirty bathroom terry and replace with clean, check for amenities that may need replenished
What is the length of time a lost and found item is kept and what is the process after this time period expires?
Items are kept for 30 days. Once this time has passed the item is discarded and the person who found the item may keep it if they so choose.
Where should housekeeping carts be stored while services a guest room?
Against the wall near the room in which you are working. Do not leave carts in the center of the hallway creating a blockage for guests.
How many bathroom terry items should be in a vacant ready room?
3 sets in a king room / 4 sets in a queen room
How can housekeeping handle a situation where a guest expresses dissatisfaction with the cleanliness of their room?
Apologize and address immediately - avoid placing blame, follow up with guest after resolving to ensure guest is satisfied, document and learn
What is the cleaning schedule for stayover vs. refresh service?
Refresh every other day - Stayover every 6th day of the stay
What is the process for addressing a lost and found item which may be hazardous?
Immediately notify the supervisor on duty, do not handle the item.
Discussion Question - thoughts on having preloaded linen carts each day with linen equally distributed between the number of attendants on duty.
What are the most commonly missed cleaning tasks in a check out room?
Trash not being removed, coffee area not cleaned / restocked, dirty linens on beds, showers not cleaned and soap trays not cleaned, bottles with product still on them, hazy mirrors.