COLLEGE FOR RESEARCH & TECNOLOGY OF CABANATUAN

Burgos Ave., Cabanatuan City, 3100

Tel. 044.463.2735 email: [email protected]

HM101
HOUSEKEEPING PROCEDURES
REVIEWER

CORE COMPETENCIES
 PROVIDE HOUSEKEEPING SERVICES TO GUESTS
 CLEAN AND PREPARE ROOMS FOR INCOMING GUESTS
 ROVIDE VALET/BUTLER SERVICES
 LAUNDRY LINEN AND GUESTS CLOTHES
 CLEAN PUBLIC AREA, FACILITIES AND EQUIPMENT
 DEAL WITH/HANDLE INTOXICATED GUESTS

CORE COMPETENCY 1 : PROVIDE HOUSEKEEPING SERVICES TO THE GUESTS

 Hotels follow different approaches in giving the best services they can provide for their guests.
 Hotel house rules are designed to instill discipline among hotel staff, thereby ensuring guest
satisfaction in terms of comfort, safety, and security.
 Well-mannered staff is an asset of the hotel as they can help build hotels guests, contentment and
trust.
 Every guest coming and checking in wants security thus providing security is one of the most
important duties of hotel.

Entry into a Guests’ Room

 One of the responsibilities of a housekeeper is to clean the room of guests.
 In entering a guest’s room, most hotels have a mandatory two-knock, three announcement
rule, housekeeper must knock twice using the knuckles of his hand and say “housekeeping.”
 Some hotel use three knock rule, housekeeper must knock thrice and say “housekeeping.”
 Upon entering the room, the housekeeper again announces “housekeeping’ in case the guest did
not hear him or her from outside the room.
 If the door is locked from the inside and there is no response from the guest, wait for about 24
hours, if after which there is still no response from the guest, the housekeeper must inform his
supervisor about the incident and supervisor will report to the security who will confirm the guest’s
safety.

Cleaning
 Another function of housekeepers in hotel is to make sure that the room of a guest is clean and in
order.
 To be able to do this, they are expected to complete a series of cleaning and sanitizing procedures.
 Examples of tasks housekeepers are expected to perform are;
- Changing of linens and toiletries;
- Cleaning the floor;
- Dusting surfaces;
- Cleaning of bathroom of guests rooms.

Gifts and Tipping

 All hotels allow guests to give tips as appreciation for quality service but housekeeper should not
solicit tips or negotiate the amount with guests.
 Housekeepers are also required to surrender to their supervisor anything the found in a room
together with a note indicating the room number and item found.
Lost and Found
 Lost and found items after a guest’s departure must be reported immediately to the floor
supervisor.
 It is the duty of the floor supervisor to check whether the guest is still around or not.
 If guest is no longer around, the floor supervisor will follow the lost and found procedure.
Hotel rules for lost and fount items:
 Perishable item
- Are lost and found items under foods like fruits, chocolates, can goods, etc.
- After three days if the owner will not call or come back to claim the items, it will be
given to the housekeeper who finds the items. This is what they call “finders keepers”
rule.
 Non-perishable
- Are lost and found items under non-food such as umbrella, shoes, bags, clothes, etc.
- These items are only given one month for the owner to claim. If left unclaimed, the
items again will be given to the employee who found it.
 Valuables
- Are lost and found items such as cash, gadgets, and jewelry.
- These items considered valuables are given one year to be claimed by the owner.
- If left unclaimed, the hotel management will decide on what to do with the unclaimed
items.

Professionalism
 Professionalism is a trait that is highly valued in the workplace.
 This includes specialized skill, good judgment, polite behavior, honesty, and integrity.

 As housekeepers, how one carries oneself and how one perform the job make a statement about
the hotel’s standard.
 They have to wear their uniform at all times during work.
 They are also expected to comply with cleaning request guest.
 Going above and beyond a guest’s expectations while staying within professional boundaries ensure
guests continue patronage.

Interpersonal and Intrapersonal Skill of a Good Housekeeper

 Interpersonal skills or people skill are the life skills we use in communicating and interacting
with people.
 Intrapersonal skills or personal skills are the abilities and talents that exist within the
individual which aides him or her in problem solving.

 Interpersonal Skills
 Ability to manage conflict – being able to manage and handle differences in
opinions and always seeking win-win resolutions.
 Ability to solve problems – ability to choose the best course of action in situations
while considering the needs and perspectives of others.
 Ability to communicate clearly – being able to speak with clarity and directness
and at same time being sensitive to the need of the receiver.
 Ability to listen – ability to hear other people’s perspective by setting aside
judgment.
 Demonstrate responsibility – being able to do the things you say you will do.
 Being accountable for your actions – being able to face the consequence of your
action and not blaming others.
 Showing appreciation – being able to show people that you value them and their
contribution.
 Flexibility – ability to be open to new and different way of doing things.
  Intrapersonal Skills
 Adaptability – the ability to cope with change.
 Self-awareness _ being aware of your own values, needs, and emotions and their
impact to your behavior.
 Self-management or self-development – the ability to work autonomously and
to motivate and monitor oneself. It also includes the ability to acquire new
information and skills related to work.
 Relationship management – the ability to build relationship based on mutual trust
and respect.
 Social awareness – being in tune with other’s feeling and needs.

Organizational Structure of Housekeeping Department

Large Establishment

Executive Housekeeper

Assistant Executive

Roomskeeping Supervisor Public Area Supervisor Linen & Laundry Supervisor

Roomboy Housemen Utility/Maintenance Linen Attendant

Chambermaid Pest Control Technician Laundry Attendant

Mini-Bar Attendant Gardener/Groundcs Valet Runner

Sorter / Marker

Dry Cleaning Spotter

Washer

Steam Presser / Ironer

Small Establishment Seamstress

Housekeeping Su‘pervisor

Asst. Housekeeping Supervisor

Room Attendant Linen and Laundry Gardener & Grounds

Houseman
Room boy Powder Girl Attendant Maintenance Crew
Points to remember when doing cleaning services to a guest’s room:
 Clean in one direction
 Clean from top down
 Clean from farthest 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

Phases of cleaning a hotel guest room (Make Up Room Procedure)

Phase 1
 Opening the window 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.
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.
Phase 3
 Making up the bed
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.
Phase 5
 Cleaning the bathroom
Phase 6
 Replacing all free hotel products such as brochures, mints, shampoo, soap, etc.
 Vacuum the room
 Checking over the room, making sure that everything is in place.

Bedroom and Bathroom Amenities

 Hotel amenities the extra service or product the hotel provides for their guests.
 There are hotels that offer standard amenities to all rooms while other amenities may be optional,
guest may avail of it if they want and usually for an additional charge.

Bedroom amenities:

 Spacious bedrooms with king or queen size beds  Desk and comfortable desk chair
 High grade premium pillow top mattress  Cable television channel
 Premium quality linens  Mini-fridge
 Plush duvet  Iron and ironing board
 Extra pillows  Bedside telephone with note pad and pen
 Clothes hanger  Safety deposit locker
 Bedside alarm clock  Coffee maker
 Cordless telephone  Telephone directory and services directory
 High-speed internet access  Luggage scale
 High-definition flat screen televisions  Printing of boarding pass for free
Bathroom amenities
 Shampoo  Shaving foam
 Conditioner  Scrub towel
 Bath gel  Hair dryer
 Lotion  Hot and cold water
 Toothbrush  Shoe mitts
 Hairbrush  Disposal bag
 Comb  Shower cap
 Shower cap  Toilet tissue
 Cotton swab  Water tumblers
 Razor  Blade dispenser

Conducting Room Check, Turndown, and Make up Beds

 Turn-Down Service (TDS) is a special service provided by the housekeeping department in which
a housekeeper enters a guestroom early in the evening to do the second cleaning or tidying up the
room, re-stocking supplies, and turning down the bed. The procedure for turn down service
involves preparing the room for the guests to sleep comfortably.
 An item is typically left on top of the pillow that has been turned down like flowers, chocolates,
candies, cookies, etc.

Taking Requests and Handling Complaints from Guest

1. Remember not to argue with the guest, remember also that the guest is always right.
2. Listen attentively to the guest and understand what exactly is wrong.
3. Have a log system in place. Make sure all requests are written and properly documented. Hand over
to the next shift the problem still unresolved.
4. Apologize for the inconvenience caused.
5. Find out exactly what the guest expects during the request. Make sure you ask the right questions
to deliver exactly what is expected.
6. Record the time for handling the request.
7. Rectify the situation if you can. There are some instances where common sense will prevail but do
not forget the standard procedure of rectifying complaints.
8. Inform the manager of all complaints immediately, even if you have successfully resolved the
situation.
9. Complaints need to be handled positively and with the empathy for the gust, aspiring for 100%
guest satisfaction.
10. If the problem is out of your authority, inform the manager or duty manager.
11. Record all the details in guest call register – noting down any request or complaint made by hotel
guest.
12. Repeat the request back to the guest before ending the call.

Tips in Handling Guests Request

1. Handle all guest requests within ten minutes.
2. Use proper door knocking standards when arriving at the guest’s room.
3. Be prepared to handle situations like angry guests when you arrive at the room.
4. Inform the front desk staff by radio or cell phone as soon as you have completed the request.
5. Guest should be kept informed of the developments of his or her request.

Guest Orientation on Houser Rules

 House rules serves as an agreement between the guest and the hotel under which rooms are
permitted to be used by the guests.
 All guests when checking in should read the house rules to prevent misunderstanding.
 It is a must to be familiar with the house rules and to fully adhere to them because any violation of
the house rules means cancellation of reservation and charge of the full amount of price of
accommodation.
House Rules
1. Check-in time: 2:00 PM / Check-out time: 12:00 NN
Check-in time for overnight stay is 2:00 PM while check-out time is 12:00 NN the following day.
There will be no adjustment in check-out time if the guest checks in later than 2:00 PM. Later
check-out will be charged accordingly with the extra payment. Guest who come in earlier than the
designated check-in time may stay at the hotel waiting area or at the restaurant area at no
additional cost.
2. Fifty percent (50%) down payment is required to confirm reservation.
3. Rates are subjects to change without prior notice.
4. Room capacity shall be strictly observed. An additional amount shall be charged in excess of
maximum occupancy.
5. When leaving the premises of before going out, please endorse room keys to the front desk
employee.
6. Please do not remove inventory items. Do not take indoor furniture outside. Do not move furniture
around from one room to another. Any items missing from inventory or any damages and losses of
items inside the rooms belonging to the hotel shall be charged to the room occupant.
7. The hotel is not liable for the lost, stolen, or damaged items. Please keep all your valuables and do
not leave your things unattended.
8. For security reasons, visitors are not permitted in the hotel guest room. Hence, guests are advised
to refrain from entertaining any person who is not known them.
9. Hotel shall respect your privacy at all times, however, illegal activities or disorderly conduct inside
the rooms and within the hotel premises are strictly prohibited. The management reserves the right
to eject any guests found engaging in fights or violence, found using illegal drugs, or under the
influence of alcohol and disrupting the peace and order of the hotel.
10. Guests are required to observe these house rules which are designed and aimed for their
protection. The management reserves the right to implement additional and applicable rules to
regulate the safety and well-being of our guests.

Useful Tips in Answering a Call

 Answer the phone within three rings.
 Say the name of the hotel, your name, and the customary greetings.
 Have in hand a pen and paper for documentation.
 Listen carefully to the details being said by the caller.
 Make them feel that they have your full attention.
 Explain the reason if you want to put them on hold. Wait for their response.
 For callback, do it in the soonest possible time. D not forget to say the approximate time you can
do the call back.
 Repeat all the details.
 End the conversation politely.
CORE COMPETENCY 2 : PREPARE ROOMS FOR GUESTS

Cleaning Agents, Chemicals, Tools, and Equipment

Cleaning Tools Cleaning Chemical Agents Cleaning Equipment

 Duster  Water  Wet and Dry Vacuum Cleaner
 Dust pan  Vinegar (acetic acid)  Floor Scrubber
 Mop/ Mop wringer  Baking soda (sodium bicarbonate)
 Floor Polisher
 Soft broom  Alkaline
 Stick broom  Disinfectant  Carpet Sweeper
 Brushes  Degreaser  Upholstery Cleaner
 Scrub brush  Detergent
 Toilet brush - Diswashing
 Wire brush - Handwashing
 Polishing cloth - Laundry washing
 Bucket or pails - Fabric softener
 Caddy Basket - All-purpose cleaners
 Squeegee - Bleach
 Sponge
 Scouring pad
 Spray bottle
 Garbage bin
 Abrasive

Housekeeper’s Trolley
 Maid’s cart is very important in housekeeping.
 It is like a giant tool box where all the supplies needed are placed during room services.
 There are three shelves in maid cart’s trolley.
 Top shelf – amenities and bathroom supplies
 Middle shelf – clean linens (bedroom & bathroom linens)
 Bottom shelf – cleaning chemical agents
 The cart contains two bags;
 one for soiled linen
 one for garbage

Occupational Health and Safety (OHS) in Hotel Housekeeping

Safety Practices in the Workplace
 Always wear personal protective equipment (PPE).
 Make sure all spill are immediately cleaned up to avoid slipping.
 Replace worn, ripped, and damaged flooring, and place anti-slip flooring in areas that cannot
continually be cleaned such as an entrance.
 Maintain clean light fixture to improve light efficiency.
 Keep aisles and stairways clear. Place warning signs and mirrors to help improve sight lines in blind
corners.
 Regularly inspect, clean, and repair all tools.
 Do not use damaged tools.

Personal Protective Equipment

 Headwear
 Safety footwear
 Safety hand
 Safety eyewear
Types of Linen

Bathroom Linen Bathroom Linen

 Bath rug  Bed pas
 Bath towel  Fitted sheet
 Pool towel  Linen sheet
 Staff towel  Blanket
 Hand towel  Pillow case
 Face towel  Duvet filler and duvet cover

Procedures in Making Up the Bed (Standard with Duvet Cover)

1. Pull the mattress away the headboard.
2. Position the bed pad on top of the mattress and secure all four strings on each corner of the
bed.
3. Lay down the fitted sheet then tuck all four corners.
4. Lay the first sheet at the right side, push the mattress towards the headboard then tuck and
miter all four corners at 45 degrees.
5. Lay the second sheet at the wrong side, only at the edge of the mattress.
6. Lay the third sheet (blanket) 8-10 inches away from the headboard.
7. Lay the fourth sheet (bed cover) level it to the second sheet.
8. Fold the three linens twice away from the headboard then tuck and miter all three linens only at
the foot of the bed at 45 degrees.
9. Put the pillow in the pillow case.
10. Lay the duvet filler and duvet cover.

Before leaving the room

 Empty dustbin and ashtrays.
 Check all light fixtures if it is working.
 Make sure to draw the heavy curtains.
 Replace soiled glasses with clean ones and remove empty bottles.
 Replace soiled linens if necessary.
 Replenish supplies like shampoo, toilet paper, etc.
 Tidy up the bathroom by folding used towels. Wipe the vanity area if required.
 Set the aircon temperature.
 Turn off the lights except for night lamp or passage light.
 Give a final look to make sure everything is done according to the hotel standard. Then lock the
door.
 Update the status and report immediately any maintenance problem found while cleaning.

Procedures in cleaning bathroom and toilet

1. Collect the garbage bag from the trash bin and replace it with a new one.
2. Before cleaning the whole bathroom area, flush the toilet twice or thrice then first pour cleaning
disinfectant solution or toilet bowl cleaner into the toilet bowl to allow solution to soak in few minutes.
3. Then wet the area to be clean, thoroughly clean hand basin or lavatory sink with disinfectant solution.
Soak in hot water all dirty glasses, wash then wipe and dry.
4. Clean the bathroom shower using appropriate cloth for wiping each surface area. Buff it and dry.
5. Go back to the toilet bowl, clean the toilet bowl from inside out, finishing off by ensuring that the rim
of the toilet are cleaned.
6. Replace bathroom linen and amenities.
7. Clean bathroom floor last, starting from the farthest end.
8. Dry up and polish the floor.
CORE COMPETENCY 3 : CLEAN PREMISE
CORE COMPETENCY 3 : CLEAN PREMISES

Floor Scrubber and Polisher

 This is used in scrubbing,
stripping and polishing hard
floor surfaces, vinyl, wood
parquet, etc.
 Use the appropriate pad for
scrubbing, stripping and
polishing.

How to operate floor polisher.

1. Lock the handle in an upright position, then lay
the polisher back on a hard surface.
2. Install the brush and reposition the machine
upright. Plug it in.
3. Lower the handle to your waist and lock it in
place. Balance the machine on the brush. Turn
it on.
4. Start polishing the floor at the back wall and
move backward toward the center of the room.
5. Lower the handle to go left and lift the handle
to go right. Let go of the handle to stop.
6. Turn the machine off when finished. Unplug it.
Remove and clean the brush. Rewind the power
cord and put the machine away.

CORE COMPETENCY 4 : PROVIDE VALET OR BUTLER SERVICE

Personal characteristics of a valet or butler

 Tact, diplomacy, and discretion;
 Etiquette and good manners;
 Politeness and civility;
 Honesty and dedication
 Willingness to be genuine services; and
 Unbiased and prejudice-free disposition.

Establishing good communication standards

 Making an eye-to-eye contact with a smile and simple greeting
 Showing positive attitudes
 Listening attentively to the instruction of guest
 BUTLER SERVICE SCRIPT

Arrival of the guest

Butler: Good morning ma’am welcome to Strangers in Paradise Hotel, I am (YOUR

NAME) your personal butler for your whole stay here in our hotel. How can I assist
you?

Guest: I would like to check in.

Butler: Let me assist you to the front desk ma’am. May I carry your luggage?

After Checking In (Carry the guest’s luggage and escort the guest to the room.)

Butler: Ma’am your room is room 321, located at the 3rd floor of the building. For you
to be there we have to use the elevator. Let me escort to your room ma’am this way to
the elevator.

Guest: Yes sure.

Butler: Before we arrive to your room ma’am, allow me to explain our hotel facilities.
Breakfast will be available at Restaurant located at the lobby level 6:00AM to
10:00AM, we also have café and business center at the same floor. Our meeting rooms
are located at the 2nd floor and the swimming pool, spa, salon, and fitness center are
on the 5th floor. Let us know if you need to make reservations for our hotel facilities.

Guest: Yes, Thank you for the information.

Room Familiarization

Butler: We are in front of your room ma’am. May I have your key card for me to open
the door for you?

Guest: Sure Thanks!

Butler: Welcome to your deluxe room ma’am.

After entering the room.

Butler: Have a sit ma’am.

(Put the luggage on the luggage rack)

Butler: Ma’am allow me to explain the room amenities. Here is your queen size bed
ma’am. You have your deposit box inside the wardrobe. You also have a mini bar, if
you want to consume snacks/drinks, don’t forget to fill the mini bar list. This is the
remote control for your television with 100 channel list, national and international.
Here is the veranda to see the beautiful scenery around this hotel. Telephone to make
an outgoing call, press 0 for operation assistance, 1 for housekeeping, 2 for laundry
and 3 for room service. This is your air conditioner and lastly this is your bathroom,
for the water tap, red button for hot water and blue for cold water.

Guest: Alright, I will ask again if I forgot.

Butler: It is my pleasure ma’am.

Unpacking of clothes

Butler: Ma’am, may I unpack your clothes and place it in the cabinet?

Guest: Yes you can.

Butler: Alright ma’am.

After unpacking

Butler: I am done unpacking your clothes ma’am. Is there anything else I can do to
assist you?

Guest: No, I think that’s enough. Thank you so much.

Butler: It’s my pleasure ma’am, if you need further assistance during your stay with
us do not hesitate to contact me with speed dial 4545.

Guest: Okay. Thanks.

 Packing of clothes

Butler: Good morning ma’am. I am here to pack your clothes.

Guest: Okay.

Butler: I am done unpacking your clothes ma’am.

Guest: Thank you.

Assist the guest to the front desk to check out. After check out.

Butler: This way to the parking lot ma’am.

Bidding Good bye

Butler: Thank you for staying with us ma’am. We look forward seeing you to your
next check in. Have a good day!

Good grooming and personal hygiene

 Wear uniform
 Good personal hygiene habits and practices
 Men must be clean-shaven or have whiskers neatly trimmed
 Hair must always be neat and tidy.
 Hands and nails must be clean and well cared for at all times.
 Women should wear only neutral polish
 Regular attention to teeth
 Sufficient rest
 Always check appearance in full-length mirror before reporting for duty.
 Maintain good posture
 Wear only basic jewelry

Valet/Butler services include

 Picking, checking, sorting, endorsing, and delivery of laundry
 Packing, unpacking, storing, and preparing of guest luggage
 Preparing, arranging and cleaning of guest clothes and shoes

Guest request include

 Organizing repairs to equipment and sundry
 Making bookings, including travel, accommodation, theatre, dining, excursion, and tours;
 Making sundry purchase on behalf of the guest as required, such as flower, gift, and special need;
 Responding to unusual circumstances, or issues that arise during the guest’s stay; and
 Arranging for specific room service and delivery of room service functions.
CORE COMPETENCY 5 : LAUNDRY AND LINEN

Types of linen used in housekeeping

 Hemp
 Cotton
 Linen

Principles of Laundering

Linen is usually sorted as follows:

 Dry soiled linen is easier and quicker to sort than damp linen.
 All linen must be sorted by their fiber type.
 Linens must also be sorted by the degree of soiling.
 Colored linens are sorted separately from white linens.
 It is necessary to open out linen to ensure there is no waste within it that may get in the washing
machine.
 Linen used in hotels is often referred to as “flatwork” as most of it is finished on a flatwork ironer.

Segregation and Tagging of Laundry

1. Color
2. Classification
3. Extent of dirt

Items are sorted in to the following categories

 Sheeting
 Pillowcase
 Duvet covers
 Towels
 Colored towels
 Bathrobes
 Table linen
 Tea towel
 Cleaning cloths and mops

Washing Dry Cleaning

 Whites  Light colors
 Colors  Dark colors
 Dark colors  Lighter weight
 Delicate items  Heavier weight

Laundry Equipment
 Washer – for washing clothes
 Dryers – for drying items
 Spotting Table – for removal of spots / stains used with spotting chemical
 Hydro Extractor – for extracting moisture from linen
 Flatwork Ironer – for ironing flatsheets, linen, pillow case and other flat linen
 Steam presser – For pressing delicate fabric like wool, silk, etc
 Laundry cart – used for the delivery of guest laundry
 Ironing table
Washing with Automatic
1. Select appropriate load size.
 Large load
 Medium load
 Small load
2. Add washing detergent following the recommended quantity for specific load size.
 Detergent
 Alkali
 Bleach
 Softener
3. Adjust the water temperature of the washing machine.
 Use hot temperature if garments are heavily soiled or white in color
 Use warm temperature for bright colors and lightly soiled items
 Adjust to cold temperature if items are for permanent press
4. Segregate the soiled linen by classification.
 Heavily soiled to be separated from lightly soiled
 Bath towel from hand trowel
 Flat sheets in one classification
 For stained items, soaking and spotting are done before the washing
5. Select the right wash cycle and time.
 Use super wash cycle for heavily soiled items
 Regular wash cycle is appropriate for lightly soiled ones
6. Follow manual instructions for precautionary measures.
7. Clean the machine after using.

Basic wash step

1. Flushing
2. Sudsing
3. Bleaching (optional)
4. Rinsing
5. Sour and soft step
6. Extracting
7. Hanging

CORE COMPETENCY 6 : DEAL WITH / HANDLE INTOXICATED GUEST

How to handle intoxicated guests
 Stay calm.
 Don’t argue with the intoxicated guest.
 Don’t embarrass the guest, especially in front of other people.
 Invite the guest to an area away from other guests where you can talk.
 Deal with the situation in a calm and friendly way.
 Listen and empathize with your guest. Acknowledge your guest anger and frustration.
 Point out that if they were sober they would agree that they are doing is a bad idea.
 If you cannot calm the guest down or convince them to stop what they are doing, ask a friend of
theirs to try.
 If you decide to ask this person to leave, remember that you are still responsible for their safety.
(Call a cab, get someone to drive them home, or if the situation guests out of control, call the
police)
GUIDE QUESTIONS
1. How to deal with an intoxicated guest?
 Assess first the level of intoxication of the guest before making an action.
2. What are the signs and symptoms of intoxicated guest?
 Change of direction when walking
 Difficult to deal with
 Redness of eyes
 Has a smell of alcohol
 Change of behavior
3. What is the importance of effective communication in Butler/Valet Service
 To avoid discrepancies and miscommunication between the butler and guest. It is
important that the butler effectively and clearly communicate with the guest.
4. What are the assistance you can offer to an intoxicated guest?
 Physical assistance
 Medical assistance
 Safety assistance
 Security assistance
5. What are you going to do if an intoxicated guest pushed you inside the room
 Stay away from the intoxicated guest as much as possible, do not let him/her grab you
and find way out of the room.
6. What will you do to avoid risks or accidents among guests and co-workers in an area?
 Provide caution signs among the premises that is visible to all the guest and employees.
7. What is the generic term for ethanol?
 Alcohol
8. Suggest ways of how to maintain and keep housekeeping equipment good working condition
considering your safety?
 Check equipment a monthly basis. Be sure it is not grounded, and make sure it is clean
before putting in on store room.
9. How will you handle the cleaning of a room were the guest remains inside room?
 Clean the bathroom first and follow the make-up room procedure
10. How do you establish good rapport with guest?
 Maintain an eye to contact with a smile and simple greetings.
11. How do you manage hotel waste and garbage?
 Separate the biodegradable and non-biodegradable.
12. Being in Hospitality industry is it necessary to learn different languages?
 Yes, at least simple greetings from different countries, in this approach the guest will
feel at home and more comfortable.