Page 62 - STARTER KIT ROOM ATTENDANT

STARTER KIT | HK-Room Attendant

familiarity with its lay-out and the location of the various
facilities.

5. Tour guest room floors and be familiar with the location
and view of guest rooms and suites, their interior
design, furniture, fixture, and equipment.

Task 34: Cleaning the housekeeping cart, equipments and materials

OPERATING PROCEDURES STANDARD(s)

1. Remove all items in the cart. Absence of foul odor, dust, stain and unnecessary reading
materials in the cart. Cart is dry at all times.
2. Wipe cart with clean rag.
All RA’s carts, cleaning equipments & materials are clean by
3. Return the cart in the Material Custodian area. the end of the shift and ready to use for the next day’s duty.

4. Open the vacuum cleaner and clean the filter by dry rag.

5. Mop head is washed and squeezed.

6. Dustpan is washed and wiped to dry.

Task 35: Answer telephone calls according to the hotel standards phraseologies.

OPERATING PROCEDURES STANDARD(s)

1. Answer the telephone immediately, handle calls with efficiency but
never in a rushed or hurried manner.

2. Greet caller in this manner: Say “GREETINGS”, identify
department/identify self.

3. Speak clearly and pleasantly; enunciate your words and do not use
hotel jargon (while you may know what a GM is, the guest may not
always know that it stands for General Manager).

4. Listen attentively and respond only when caller stops speaking; do
not interrupt.

5. If it is necessary to place a caller on hold, politely inquire, “May I ask
you to hold for a moment, please?

6. Wait for caller’s response; always give him an opportunity to answer.

7. When returning to a “hold line”, always start whit “Thank you for
waiting, Sir/Ma’am”. Use name if known. If you have placed caller
on hold prior to any conversation, greet him/her as follows: “Thank
you for waiting, may I help you?”

57