ppt caretaking housekeeping

5/21/2018 Ppt Caretaking Housekeeping

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Customer Care Training

ForHousekeeping

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EVERYDAY INTERACTION WITHPEOPLE ADDRESSING THEIR NEEDS,

WANTS AND EXPECTATIONS

REQUIRE SPECIAL SKILLS OF TACT,

DIPLOMACY AND POSITIVEATTITUDE, COMBINED WITH

KNOWLEDGE AND FLEXIBILITY.

Caretaking Service

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Why Caretaking is Challenging?

Every situation we face is different

Every Guest is different

Employees have no control over what

attitudes, needs, expectations andexperiences any one guest may bring to

the situation.

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Quality Service

Delivering quality service means creating a memorableexperience for every guest

Understanding and anticipating each guests wants andneeds

Meeting and exceeding every guests expectations

Helping associates fulfill our guests wishes

Delivering quality service is notpartof our job -it isour job. If it werent for guests, we would not have a jobin the hospitality industry

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Professional Appearance

Friendly manner

Courteous disposition

Show concern when required

Flexibility in service delivery

Skills required in a Care Taker Meetingand Exceeding Guests Expectations

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Five Basics of Service Excellence

Look at me

Smile at me

Talk to me

Listen to me

Thank me

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ATTITUDE - THE KEY TO SUCCESS

Our Attitude towards guests and colleaguesinfluence our behavior

We can not always show how we feel

Our Attitude reflects the level of our jobsatisfaction

It affects every one who comes in contact withus, either in person or on the telephone.

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ATTITUDE - THE KEY TO SUCCESS

Our Attitude is not fixed. The attitude we

choose to display is up to us.

It is not only reflected by our tone of voice, butalso by the way we stand or sit, facial expression

and other non-verbal ways.

Choosethe Right Attitudein the morningas you will carry it throughout the day!

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Activity : Guest Interaction Cycle

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What are the

Golden Ruleswe must follow while entering a

guest room to Service the room

Entering the Guest Room10

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Approach the main door of the Room and observe thesign on the door

If there is a Do not disturb sign on the door Slip a service card under the door and make note to

return later to check whether the card has beenremoved

If there is no sign on the door

Knock on the door three times using your index

finger or ring the doorbell

Announce your self Housekeeping, Wait 15seconds for reply. If there is no answer knock again(the standard is to knock thrice before entering aguest room)

Turn down service

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contd.

If the guest opens the door, say Good Evening Mr./Mrs. X.

I am Ramesh from House keeping. Can I Turn your bed and

change the towels, replenish the amenities

If guest says no ask the guest what time will be convenient to

service the room

Offer additional service if guest is in the room during

turndown:

Run an aromatic bath

Order beverage for the guest

Order early morning beverage

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Brainstorm

Come up with 5 most commonly

encountered situations when you go to a

guest room to service the room

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What would you do when.

A guest enters the room while you arecleaning

You enter a wrong guest room based oninformation received from a fellowassociate and the guest is in the bathroomand did not hear you knock

You need to make an urgent phone callfrom the guest room when the guest ispresent

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After cleaning the guest room:-

Inform the guest that the room cleaning is finished

Mr/Mrs/Ms ________ your room has been serviced

Check for the guest satisfaction

Mr/Mrs/Ms _______ Everything is fine and comfortable in the room

Offer assistance in advance

Would you like me to call the restaurant reservation to book a table foryou this evening?

If you are taking down a guest request, please ensure that they revertback to the guest with the confirmation.

Leave the room quietly without disturbing the guest or making anynoise.

Thank you very much Mr/Mrs/Ms _______ Have a wonderful evening.

Leaving the Guest Room15

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Lets practice!!!

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ppt caretaking housekeeping

Documents

ppt caretaking housekeeping

caretaking service25

self housekeeping

guest room105

guest understanding

service card

service deliveryskills

additional service