Providing Excellent Levels of Customer Service in Housekeeping

Providing Excellent Levels of Customer Service in Housekeeping

To make guests’ stay more comfortable, housekeeping staff must have a good relationship with guests. This can be done through:

• Good personal presentation – as determined by house rules regarding uniform and personal hygiene

• Greeting guests by their last name if known

• Providing excellent service at all times

• Giving the impression to guests that service provided is done with pleasure

• Not rushing service delivery

• Making sure to ask the guest anything they still want after delivering an item or service

• Providing accurate information to guests about the facilities of the establishment, local tourist destinations, must try restaurants or places to visit, travel tips, local customs etc,

• Assisting guest in public areas – could simply mean assisting them with their luggage, opening doors for them, holding the elevator for them

• Smiling

• Handling complaints professionally

Using Guest Names where Possible

It is a standard procedure among establishments that guests are addressed using their last name unless otherwise instructed by the guest themselves to address them differently. Addressing the guest by their name is a way of personalizing the service provided. Remember to follow in-house policies in addressing the guests.

Tips for Using Guest Names

• Again, use the guest’s last name unless instructed not to

• Never use nicknames

• Get the pronunciation right – if unsure, just use Sir or Ma’am

• If guest’s name is unknown – use Sir or Ma’am

• The best practice is to find out the names of the guest yourselves through the front office.

• Again, if you are not sure, just use Sir or Ma’am.