1. Customer Care Training
For
Housekeeping

2. Quality Service
Everyday interaction with people addressing their needs, wants and expectations require special skills of tact, diplomacy and positive attitude, combined with knowledge and flexibility.

3. Why is Quality Service Challenging?
Every situation we face is different
Every Guest is different
Employees have no control over what attitudes, needs, expectations and experiences any one guest may bring to the situation.

4. Quality Service
Delivering quality service means creating a memorable experience for every guest
Understanding and anticipating each guest’s wants and needs
Meeting and exceeding every guest’s expectations
Helping associates fulfill our guests’ wishes
Delivering quality service is not part of our job - it is our job. If it weren’t for guests, we would not have a job in the hospitality industry

5. Skills for Meeting and Exceeding Guest’s Expectations
Professional Appearance
Friendly manner
Courteous disposition
Show concern when required
Flexibility in service delivery

6. Five Basics of Service Excellence
Look at me
Smile at me
Talk to me
Listen to me
Thank me

7. ATTITUDE IS THE KEY TO SUCCESS
Our Attitude towards guests and colleagues influence our behavior
We can not always show how we feel
Our Attitude reflects the level of our job satisfaction
It affects every one who comes in contact with us, either in person or on the telephone.

8. ATTITUDE IS THE KEY TO YOUR SUCCESS
Our Attitude is not fixed. The attitude we choose to display is up to us.
It is not only reflected by our tone of voice, but also by the way we stand or sit, facial expression and other non-verbal ways.
Choose the right attitude in the morning as you will carry it throughout the day!

9. Activity : Guest Interaction Cycle
Title slide
The title slide is available as a ‘title master’ and therefore the logo is fixed. Pre-formed placeholders are set into the master for editable text. Type on titles and dividers slides is white on a background colour and set in Verdana, with titles set in Verdana Bold. Slides should be used only as a prompt for the presenter.
Header and Footers
Placeholders for these have been inserted into the master slide bottom left, they give you the ability to:
Have a time date sample for version control,
Have a slide or page number for order/sequence control,
Have a unique presentation reference /job ref. for catalogue control.
Go to View then Headers and Footers. They can be turned on and off by the tick boxes.
Type in your name / presentation reference etc in field indicated leaving the (© Le Meridien) copyright in place as it is.

10. Entering the Guest Room
What are the Golden Rules we must follow when entering a guest room to Service the room

11. Turn down service
Approach the main door of the Room and observe the sign on the door
If there is a “Do not disturb” sign on the door –
Slip a “service” card under the door and make note to return later to check whether the card has been removed
If there is no sign on the door –
Knock on the door three times using your index finger or ring the doorbell
Announce your self “Housekeeping”, Wait 15 seconds for reply. If there is no answer knock again (the standard is to knock thrice before entering a guest room)

12. contd….
If the guest opens the door, say “Good Evening” Mr/Mrs XXX. I am Thapa from Housekeeping
Can I Turn your bed and change the towels, replenish the amenities
If guest says no ask the guest what time will be convenient to service the room
Offer additional service if guest is in the room during turndown:
Run an aromatic bath
Order beverage for the guest
Order early morning beverage

13. Brainstorm Come up with 5 most commonly
encountered situations when you go to a guest room to service the room

14. What would you do when…….
A guest enters the room while you are cleaning
You enter a wrong guest room based on information received from a fellow associate and the guest is in the bathroom and did not hear you knock
You need to make an urgent phone call from the guest room when the guest is present

15. Leaving the Guest Room After cleaning the guest room:-
Inform the guest that the room cleaning is finished
“Mr/Mrs/Ms ________ your room has been serviced
Check for the guest satisfaction
“Mr/Mrs/Ms _______ Everything is fine and comfortable in the room
Offer assistance in advance
“Would you like me to call the restaurant reservation to book a table for you this evening?”
If you are taking down a guest request, please ensure that they revert back to the guest with the confirmation.
Leave the room quietly without disturbing the guest or making any noise.
“Thank you very much Mr/Mrs/Ms _______ Have a wonderful evening”.

16. Lets practice!!!