Most guests would have a direct and clear request and are familiar with what the hotel can actually give to them.

There are guests, however, who will not be too familiar with what the establishment can offer and what it cannot.

It is the housekeeping staff’s responsibility to assist the guest with information about what items and services are available for them to avail.

There will be times when the guest will tell you directly what they need and sometimes their body language will give them away of what they want or need.

Items and services that may be required

The guest may require any of the following items related to housekeeping:

Additional equipment in their room

• Rollaway or extra bed – usually stored in the housekeeping department, this bed is portable and already made up

• Additional bedding

• Extra blankets – where these are requested, it is a good idea to advise the guest that an extra blanket is provided in the wardrobe just in case they don’t know this

• Extra pillows – as above

• Extra towels:

1. Hand towels

2. Face washers

3. Bath towels

4. Floor mats

• Extra bathrobe

• Improvement in the servicing of room

• Room to be re-vacuumed

• Area to be re-cleaned

• Bed to be remade

• Items in compendium

• Extra stationery – determine what is needed and how many

• Bathroom supplies:

1. Extra shampoo

2. Extra soap

3. Extra shower caps

• Items for beverage making(Extra tea, coffee, sugar and milk sachets)

• Extra crockery or cutlery

• Repair or removal of broken equipment

• Electrical water jug/kettle

• Hair dryer

• Toaster

• Iron and ironing board

• Light bulb changed

• Air conditioning/heating system fixed

• Instructions on how to work equipment

• Instructions on how to work entertainment equipment

• Instructions on how to work heating system

• Instructions on operating the in-room safe.