Scribd Logo
Upload

Welcome to Scribd!

  • 40 views

    HK Verbiage

    Uploaded by

    sadhugunawan96
    The document outlines protocols for housekeeping staff when interacting with hotel guests regarding room cleaning services. It details procedures for requesting access to rooms, asking guests about their cleaning needs, suggesting additional amenities, handling complaints, and answering various guest requests. The housekeeping staff are instructed to be polite, respect guests' preferences regarding timing of cleaning, and direct guests to the appropriate departments or locations when needs cannot be solved directly.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd

    HK Verbiage

    Uploaded by

    sadhugunawan96
    40 views3 pages
    The document outlines protocols for housekeeping staff when interacting with hotel guests regarding room cleaning services. It details procedures for requesting access to rooms, asking guests about their cleaning needs, suggesting additional amenities, handling complaints, and answering various guest requests. The housekeeping staff are instructed to be polite, respect guests' preferences regarding timing of cleaning, and direct guests to the appropriate departments or locations when needs cannot be solved directly.

    Copyright

    © © All Rights Reserved

    Available Formats

    DOCX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    The document outlines protocols for housekeeping staff when interacting with hotel guests regarding room cleaning services. It details procedures for requesting access to rooms, asking guests about their cleaning needs, suggesting additional amenities, handling complaints, and answering various guest requests. The housekeeping staff are instructed to be polite, respect guests' preferences regarding timing of cleaning, and direct guests to the appropriate departments or locations when needs cannot be solved directly.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    40 views3 pages

    HK Verbiage

    Uploaded by

    sadhugunawan96
    The document outlines protocols for housekeeping staff when interacting with hotel guests regarding room cleaning services. It details procedures for requesting access to rooms, asking guests about their cleaning needs, suggesting additional amenities, handling complaints, and answering various guest requests. The housekeeping staff are instructed to be polite, respect guests' preferences regarding timing of cleaning, and direct guests to the appropriate departments or locations when needs cannot be solved directly.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 3

    Room Cleaning (Guest is accepting the service)

    (Knock on the door once and say “housekeeping please”, wait until 3 times calling

    Room Attendant : Good morning. Housekeeping.

    Guest : Yes, come in please.

    Room Attendant : May I clean your room now, sir/ mam …

    Guest : Yes, sure.

    Room Attendant : May I come in to your room?

    Guest : Yes, sure.

    Room Attendant : Do you want me to change your linen?

    Guest : Yes, sure, please.

    Room Attendant : May I vacuum your room?

    Guest : Yes, sure, please.

    Room Attendant : May I tidy up your belongings?

    Guest : It’s okay.

    Room finished/ request finished

    Room Attendant : Your room is clean now, anything else we can do for you?

    Guest : All good, thank you.

    Room Attendant : If you need anything else, just let us know. Or you can dial 0 for service
    center. Have a good time sir/ madam.

    Suggesting assistance

    Room Attendant : Do you want me to refill the water?

    Guest : Yes, please

    Room Attendant : I will get back soon

    Room Attendant : Do you want me to provide extra towel?

    Guest : Yes, please

    Room Attendant : I will set up for you


    Room Cleaning (Guest is refusing the service)

    (Knock on the door once and say “housekeeping please”, wait until 3 times calling)

    Room Attendant : Good morning. Housekeeping.

    Guest : Yes, come in please.

    Room Attendant : May I clean your room now, madam?

    Guest : Can you come later?

    Room Attendant : What time do you want me to clean your room?

    Guest : Can you come back in 30 minutes?

    Room Attendant : Sure/ Ok, I will be back on 30 minutes. Thank you. Sorry to disturb.

    Handling Complaints (can be solved by other department)

    Guest : The AC is hot/ The TV is broken/ My internet is slow

    Room Attendant : I am sorry for this. I will inform the team to check.

    Guest : Ok

    Answering guest request

    Guest : The towel is dirty/ wet. Can you change the towel, please?

    Room Attendant : Sure, is small/ medium/ large do you need? And how many sir/ madam?

    Guest : Two large towels please.

    Room Attendant : I will get back soon.

    Guest : May I order a cappuccino?

    Room Attendant : Do you want a cappuccino sir/ madam? (to make sure, please repeat the
    guest order).

    Guest : Yes, please.

    Room Attendant : Yes, I will contact the team to call you back.

    Guest : Sure, thanks.

    Room Attendant : Thank you.

    Guest : Can I have more ice? Is it free?

    Room Attendant : Yes, it’s free. We will refill the ice for you.
    -

    Guest : Can I have more arak?

    Room Attendant : Sure, but the 2nd set up will be charged, is it fine to you?

    Guest : Sure, thanks.

    Room Attendant : We will inform the team to refill.

    Guest : There’s hair in my bath tub.

    Room Attendant : I am sorry for this. I will clean. Anything else you need?

    Guest : Sure, thanks. No, all good.

    Room Attendant : Thank you.

    Asking direction

    Guest : Where is the restaurant for breakfast?

    Room Attendant : Please follow me. (escort the guest to the lift, dial 2 in the lift). The
    restaurant is on the 2nd floor.

    Guest : Do you know where the studio eksotika/ bamboo garden/ sunset park is?

    Room Attendant : It is in the other building, Studio Eksotika is on the 1st floor/ Bamboo Garden
    is on the 2nd floor/ Sunset Park is on the 3rd floor.

    You might also like

    pFad - Phonifier reborn

    Pfad - The Proxy pFad of © 2024 Garber Painting. All rights reserved.

    Note: This service is not intended for secure transactions such as banking, social media, email, or purchasing. Use at your own risk. We assume no liability whatsoever for broken pages.


    Alternative Proxies:

    Alternative Proxy

    pFad Proxy

    pFad v3 Proxy

    pFad v4 Proxy