Completeness of which must exist on the housekeeping office to serve the demand of the guests are:
1. Computer system
2. Telephone Switboard
3. Telephone
4. Hotel Information
5. White board / Housekeeping Information
6. Order Taker Log book
7. Lost & Found Form
8. Lost & Found Book
9. Work Order
10. Pager
11. Pest Control Book
12. MC Book
13. Key Control
14. Key Drop
Handling Procedure Definition Housekeeping Services Housekeeping Services Management ie all aspects of the services required by the guests in accordance with the applicable procedures and specified limits associated with the character and culture of guests staying at the hotel.
Measures Handle Guest Request:
1. Greeting and offer assistance.
2. Listen carefully and confirm a request (if it should be noted) to avoid mistakes
3. Tell a time period required to fulfill the request.
4. Immediately follow up / implement immediately a request in accordance with the agreed period.
5. Report of lending to Housekeeping (enter into the log book and request form)
6. Identification of goods demanded
7. Select items
8. Sending goods
9. Placing and arranging goods if necessary in accordance with its function
10. Explain how to use / procedures in accordance with the security appliance use and safety.
11. Inform the maximum time limit the use of standard (as agreed) and will be taken when it is finished
12. Offering other assistance when needed.
13. Please permit on guests when they are finished serving requests TSB guests with a friendly and courteous.
Other skills that must be held by Room Attendant in handling guest Demand:
a. How to handle the request
In providing the additional services of a housekeeping attendant is required to provide the maximum service to tamu.Oleh therefore a housekeeping attendant need to have a professional attitude in dealing with guests
b. Welcomed Guest
In order to create and improve service quality and image / good image for the hotel, guests expect satisfactory service (friendly, courteous, fast and precise) with the aim to provide satisfactory service.
Guests advantages:
• With the welcome / greet, calling his name, guests will feel special
• Services will be memorable familiar hotel guests
• Guests are always remembered by the hotel yangbdiberikan services and attract guests to come back.
Benefits for hotels:
• Improve good image for the hotel and the employees, because the Hotel is famous for its service-friendly way because they always mention the name of the guests even
ask how she was, on any services provided
• With the aforesaid services can improve hotel occupancy, with occupancy increasing means hotel revenues will increase as well.
• With the image that has been built can be regarded as a means of free promotion of the hotel guests through the mouth.
Room Cleaning Order (Order room cleaning either directly from or through a Front Office)
1) The order taker immediately submit the request to the concierge room (room attendant / floor supervisor) by using a phone / pager.
2) It should be noted order taker noted the request room cleaning service in order taker log book
3) Hours receive an order, no room, the type of order, the origin of the order, and the name of the room attendant who receives orders
4) By the order of the room attendant immediately come and clean the room in question
5) Note: if the room attendant was working in another room, floor supervisor shall inform guests to wait a little while, and apologized for the delay.