Information Sheet 1.1-2

INFORMATION SHEET NO.1.1-2
HOUSEKEEPING SERVICES

Learning Objectives:
At the end of this Information Sheet, the student would be able to:

1. Identify the items and services most requested by the guests.
2. Attend the guest requests promptly.
3. Familiarize the other services given by the Housekeeping Department.
4. Aware of the functions of the Housekeeping staff.

Introduction:
The functions of Housekeeping Department does not only focuses on the

maintenance, cleanliness and aesthetic upkeep of the hotel premises but it also
provides other services that could make guests at ease and contented as they
perform their purpose of coming to that place. Providing other services to the
guests depend on the hotel or hospitality establishment.
Requests may include:
1. Range of services and products offered by the establishment

Services and products offered to the guest depend on the availability in the
hotel. Each guestroom was provided by the brochure of it’s other existing
services.
2. Availability, hour and location of meals, services, and equipment

Hotel offers meals and equipment needed by the guests. As a competent
housekeeping staff you must know its availability, the time it is served and
available. It should be offered depending on the standard operating procedure
of the industry.

a. How various types of equipment work
b. Local services, attractions, transport, shops and entertainment

A. Request for Room Service:
203

Please Do Break
Make- Not
up the Disturb Fast
Room
Menu

Make up sign DND sign

Hanged in the door knob late in the afternoon
or early in the morning for a request, also if
breakfast is requested.
DND/MAKE UP SIGN maybe back to back.
DND on one side and the MAKE UP SIGN on
the other side.

B. Request for Wake up Calls
The Housekeeper may up sell wake up calls to the guest. One may say:

“Mr. Smith, should you like to avail our wakeup call service, you may
request directly to the Telephone Operator to this nos. 04-733 or to the Front
Desk. Thank You, sir.

The guest shall call the operator directly or may relay the request through
the Front Desk.

When the operator rings a room for wake up call, she should answer do it
graciously by calling the guest by the name as follows: Good Morning Mr. Smith.
It is now 5:00 A.M.

When the guest does not answer the wake up morning call, request the
bellboy or the room boy to knock on the guest room. If there is still no response,
the Duty manager may enter the room with the emergency key.
C. Other Request items

1. Roll away bed – a portable single bed used to accommodate additional
guest in a room.

2. additional blankets and towels

3. Flat Irons and Ironing board

4. hair dryers

5. additional room supplies
6. change of linen

7. first aid kit 8. baby crib

9. Electric kettles and jugs 10. Computers/ laptop

11. TV and video 12. Alarm clock 13.fax
machine

13. Additional pillows and blankets
14. Follow-up cleaning

15. Mending of guest clothes and linens

Other requested services may include:
1. Baby Sitting – ask first the permission of your supervisor before
granting the guest request.

2. Errand, like buying the guest of daily newspaper, housekeeping
supervisor should be notified.

As part of hotel services, the hotel may allow certain items to be lent to
guests for their use while in the hotel. However, anything that is issued should
be recorded and acknowledge – signed by the guest so that in case the item is
lost or not returned, the guest could be made accountable. The cost of the item
shall be charged to his account in case of lost.
Procedure in the issuance of requested items:

1. In the form, write down the name of the guest, his room number and
the date of issue. Check the item (whether adaptor, remote control, etc.)
Ask guest to acknowledge and sign in the form.

2. Copy of the acknowledgement receipt is issued to the Front Office
cashier who attaches it to the guest folder/folio so that during check
out the cashier can first verify the said item has been returned. If not,
he shall remind the guest to return it, otherwise he will be charged for
it.

* Always remind the guest the possibilities/consequences whenever the items
borrowed are damage or loss, should be return on the time indicated at the form.
* Requested item should be promptly located and delivered within agreed time
frames. One may say: “Mr. Smith, I will deliver your request in 15 minutes. Excuse
me, Sir.
* If not delivered on time, ask apology to the guest for the delayed service.