Household services lesson 2 and 3 topic.pptx

Household Services

1. Provide Housekeeping Services to Guests

2. Read and Learn “Room Service is Commendable” Jay-R went to Manila for a business trip. He stayed in a hotel with some of his business associates. He stayed in a suite room with a pool view. It is a walking distance to a shopping center and entertainment. His experience was very helpful staff. He was happy and certainly will go back again.

3. PROBLEMS POSSIBLE SOLUTIONS 1. Lost of belongings after the housekeeper cleaned the room 1. 2. 2. Two guests requested a room make-up at the same time. 1. 2. 3. Physical work-related injuries such as arm, back and shoulder. 1. 2. 4. A room attendant found an item from the guest who has just recently check-out. 1. 2. 5. Do not Disturb for a long period of time. 1. 2. Let’s Try This Direction: Give at least two possible solutions to the situations or problems encountered as a hotel attendant/housekeeper.

4. Basic Skills needed for a Good Housekeeper

5. Skills of a Housekeeper A good housekeeper must need to have the skill to master to be able to stand the demanding job in housekeeping.

6. Intrapersonal Skills Interpersonal Skills

7. Intrapersonal Skills - are skills, talents or abilities of a certain individual . The housekeeping staff must be able to retain and pursue the demand of the guests until it is fulfilled. Sincere and physically fit. Show respect to each hotel guests they are dealing with. They must conduct themeselves confidently and courteously with high integrity.

8. Intrapersonal Skills Interpersonal Skills

9. Interpersonal Skills - are skills that we use in communicating or interacting with people . The housekeeping staff must possess the right attitude, have good listening skills to avoid any miscommunication, and be a good team player.

10. ACTIVITY Situational Question: You are a housekeeper at a busy hotel, and you’ve just been informed that a guest in one of the rooms you are responsible for is unhappy because the room was not cleaned to their satisfaction. The guest has complained to the front desk, and you are asked to address the issue directly with the guest. INTERPERSONAL SKILLS: 1. How would you approach the guest to resolve the issue? What specific steps would you take to ensure the guest feels heard and satisfied with the outcome? INTRAPERSONAL SKILLS: 2. After handling the guest’s complaint, how would you reflect on this experience? What steps would you take to ensure that similar issues don’t arise in the future, and how would you manage your own emotions and stress in this situation?

11. Nature and Scope of Guests room

12. Let’s Try This Direction: Complete the organizational chart with the personnel of the housekeeping department.

13. Guestroom Cleaning, Care and Maintenance Guests wants their hotel room to be clean and to smell good. To be able to efficiently perform the job as a housekeeper, one is expected to complete a series of cleaning and sanitizing procedure. It is also expected that cleaning of room are finished within the given time frame.

14. Points to remember when doing cleaning service to a Guest’s room Clean in one direction Clean from top down Clean from furthest point out Check for damage, if there is something that requires maintenance, or if a property is lost Use correct equipment and cleaning agents to clean surfaces

15. Phases of Cleaning a Hotel Guest Room

16. Phase 1 Opening the windows to air out the room and turning off of air - conditioning system Washing hands and putting on protective disposable gloves Emptying out the trash cans or bins Stripping the bed and removing dirty linens.

17. Phase 2 Removal of dirty towels from the bathroom (bath towels, hand towels and face towels) Spraying the cleaning products necessary for disinfection Removal of gloves

18. Phase 3 Making up the bed

19. Phase 4 Dusting all surfaces such as bedside table, desk, chair, TV, etc. Checking TV, air - conditioning, and lights to make sure they function properly

20. Phase 5 Cleaning the bathroom

21. Phase 6 Replacing all free hotel products such as brochures, mints, shampoo, soap, etc. Vacuuming the room Checking over the room, making sure that everything is in place

22. ACTIVITY: Reflection Direction: Write your reflection in a 1 whole sheet of paper with a minimum of 500 words or 5 sentences each question. 1. Why do you have to know and follow the phases of cleaning guestroom? ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 2. How important are procedures in our daily activities? _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________