1. Hospitality Links
What your employer needs you to know about being a successful housekeeper.
Welcome to Hospitality class, day 2. My name is ___, and I will be your instructor today.
Please put your cell phone on silent and put it away. Class is in two parts, Housekeeping and English lessons. We will take a break between both sections. There is no interpreter for the English lesson. Always ask questions when you don’t understand. 2

2. What does your employer need you to know?
You represent your employer
The customer is your guest
You are a member of a team
There are rules and procedures
There are four points that your employer needs you to know to be successful at work.
You represent your employer
The customer is your guest
You are a member of a team
There are rules and procedures

3. What does your employer need you to know?
You represent your employer
appearance and behavior
The customer is your guest
You are a member of a team
There are rules and procedures
In a previous class, we discussed “You represent your employer.” We discussed that this means guests make opinions on your employer based on their interactions with you. Always follow your employer’s rules for appearance and behavior. This includes being clean, wearing the appropriate clothes, being polite and patient with guests.
Today we will discuss the second point. “The customer is your guest.”

4. How do you treat your guest?
Imagine you have invited a friend to your home.
What do you offer your guest to make them feel welcomed? Food, drink, clean towels, and a comfortable place to rest?

5. How do you treat your guest?
This is how you want your customers to feel! To remind staff how to treat the customers, hospitality jobs call their customers ‘guests.’
Be kind to your hotel guests. Your job is to make them feel welcomed, comfortable, and happy!

6. Cleanliness
Housekeepers make sure every room is prepared for new guests and has everything a guest needs to be comfortable while staying.
This will involve cleaning guest rooms and restocking guest items.

7. Assignment
Your employer will use a paper or electronic device to assign you tasks and rooms to prepare each day. Your supervisor will train you on how to use this tool.
The assignment list will tell you the room number, whether the room is a Check Out or Stay Over, the location of the room, and any special notes you may need to know.
Go only to the rooms that are specifically assigned to you. Knowing if the room is Check Out or Stay Over helps you determine what supplies you should bring to each room.

8. Stay Over
Stay Over rooms need to be lightly cleaned and prepared for the guest to return. The guest is still using the room. Any belongings and property you find in this room should stay in this room. Handle the belongings with care and respect.
Nothing you find in the room may leave the room with you. You may not take anything you find. This is theft. You may lose your job and police may be called.

9. Check Out C/O
Check Out. Rooms marked with c/o need to be completely cleaned and prepared for a new guest. The guest has packed her bags and will not be back. Any belongings and property you find in this room should go to your supervisor for the Lost and Found.
Call your supervisor if there are belongings remaining in the room. The guest will be called to collect her items. Do not take any of the items with you. This is theft. You may lose your job and police may be called.

10. Assignment
Scottsdale Resort uses a handheld device which looks similar to a cell phone. Do not lose this device.
It is important to understand that this is not a cell phone. You may not have your cell phone with you during your shift, but you are required to have this handheld device.

11. Assignment  Room Status Special Request Completed 414 towels  402
400
117
DND 
Your assignment may look something like this. The rooms listed are the only rooms you are allowed to enter. Do not go to any other rooms. You may go to room 414 because it is on your list. This is a stay over room. The guest will return. Leave all guest belongings in good condition. Room 414 has a special request for towels; bring extra towels to the room before you begin. You have a place to mark that the room is completed.
Room 402 is listed a C/O, Check Out. This room must be completely prepared for a new guest. There are no special requests. There is a place to mark that the room has been completed.
Room 117 is listed as DND, Do Not Disturb. You may also see this sign on door knobs. These guests do not want you to go into the room. Do not knock on the door. The guests do not want to be bothered.

12. Assignment Room Status Special Request Completed 414 towels  402 C/O
400
117
DND
Look at this list. Do you clean room 204?

13. Cleanliness Tasks you may have to complete
Replace linens and make beds
Vacuum the carpet
Sweep and mop tile
Clean counters, toilets, and bathtubs
Wipe windows, mirrors, and table tops
Replace toiletries like soap, lotion, and toothpaste
Replace cups, coffee filters, and tissues
If you cannot perform these tasks, hotels will not be able to hire you.

14. Cleanliness
You may be required to use strong chemicals for cleaning. Always wear gloves for safety.
Always follow your employer’s requirements for cleaning standards.

15. Why is Cleanliness important?
Americans do not like strong smells.
Body Odor. Body odor is caused by unwashed bodies, sweat, and unwashed clothing. Your body odor may linger in the rooms you clean. Avoid body odor
by showering, applying deodorant, and washing your uniform every time you wear it.

16. Garbage. Garbage includes uneaten food, used tissues, dirty diapers, and so much more. Avoid garbage smells by replacing the trashcan liner even if it is not full. Pick up and discard obvious trash, even if it is not in the trash bin.

17. Mold and Mildew. This is a kind of fungus that grows indoors where the air is wet. It has a strong smell and can make people sick. Avoid mold and mildew by using a strong cleaner. Dry the area completely after cleaning.

18. Why is Cleanliness important?
Americans worry about things that may make them sick. Proper cleaning kills germs and keeps people healthy. Things that do not look clean upset Americans.
Germs and Viruses are very small and cannot be seen. They are what cause runny noses, coughs, fevers, vomiting, and diarrhea.
If something does not look clean, Americans think it is covered in germs and viruses.
Use hot water and soap to wash your hands after touching things that are dirty and using the restroom. Use strong chemicals like antibacterial spray and bleach to clean germs from surfaces.

19. Guests want things to look nice and clean. A clean space is relaxing
Guests want things to look nice and clean. A clean space is relaxing. Hospitality jobs focus on giving guests the things they want to make them happy.
Even if something looks clean already, it is an important part of your job to make sure it is clean the way that your supervisor expects.
Your employer will be upset if you do not follow the rules of cleanliness. You can lose your job for not being clean in appearance and work.

20. Keeping your work station clean will help you and your coworkers find things more easily and quickly. Being clean can help you do your job better!

21. Cleanliness Expectations
A customer spilled coffee on the table. Wipe it off, even if it is not on your task list.
Your work uniform has no stains and smells nice.
You showered, brushed your teeth, and applied deodorant before work.
Your task list says to change the bed sheets. You change the sheets, even if it does not look like someone slept in the bed.

22. Remember!
Finding hair and smelling odor in a hotel room are the top guest complaints.
Look extra closely on pillows and linens, and in the sink and bathtub for stray hairs.
Remove all trash and spray deodorizer in every room. Be certain that you have no body odor yourself.

23. Entering a Guest Room Go only to rooms on your list.
Knock and say, “Housekeeping”
If no response, knock again and say, “Housekeeping”
Enter the room slowly if no one responds.
What if someone is in the room?
Ask, “Do you want housekeeping?”

24.    Entering a Guest Room Yes Sure Come in No No, thank you
Do you want housekeeping?  No
No, thank you
Please leave
Go away
Yes
Sure
Come in 
Clean the room, the guest does not need to leave the room
Mark room as Service Refused, leave 
Not right now
Maybe later
Come back later
Leave the room, come back at another time

25. Entering a Guest Room
Do not knock or enter rooms with these signs. These customers are sleeping or want to be alone. Check back at this room later.

26. Privacy!
Privacy refers to keeping personal things personal. This includes intruding on someone’s personal time, reviewing someone’s personal information, going through someone’s personal property, or viewing someone’s body.

27. Privacy Expectations
You do not copy or share guest information, like name, bank account, or phone number, with any person.
The Do Not Disturb sign means that housekeeping should return later. If no sign is on the door, knock and announce yourself twice before going in.
Completely shut and latch doors when using the restroom.
Your coworker has candy in her bag. You do not touch or open her bag, even if you are friends. You do not eat the candy unless she gives it to you.
A tricky situation…
You enter a room to clean; there is something illegal on the bed. What do you do?
Tell the guests in the next room to stay away from that person. OR
Tell your supervisor who knows the correct policy for reporting.
You are cleaning a room when the guest returns. He says this is his room. What do you do?
Let the guest into the room and leave.
Verify that he is the guest registered to the room. Leave if he asks you.

28. Why is Privacy Important?
There are laws about sharing customer information. Dangerous things can happen if a bad person knows where you live. This is about safety.
There are laws about watching someone who is undressed without their permission. There are laws about showing your body without clothing. Always leave the room if you see someone is not dressed. Always shut the door completely when using the restroom.
There are laws about taking things that belong to other people.

29. Interacting with Guests
Always be certain to treat each interaction with a guest respectfully.
If a guest is upset, listen and try to understand the situation.
When you are in a guest’s room, touch only personal belongings to clean around them. Do not take, damage, or alter a guest’s property for any reason. Keep laundry folded and papers neatly stacked.

30. Being consistent with respect makes you a super employee:
Do not touch, use, or look through people’s belongings. This makes Americans angry and uncomfortable.
Listen to the needs of your supervisor and your guests. Listening and doing what you are asked is the number one way to show respect. When you listen, people like you more.
Arguing and interrupting do not show respect. Being late does not show respect. Americans think it is rude and shows a person is angry.
Not following rules about respect and privacy is a very quick way to get fired.

31. Examples of Respect
Shaking hands with supervisors, managers, and coworkers when you first meet with them
Use formal names when you talk to a guest.
Jason Smith is Mr. Smith, not Jason. (Mrs. for women.)
Apologize for your mistakes, even if you think it is not a big problem, and make it good again
A guest left personal items in the hotel room when checking out. You bring them to the manager to contact the guest instead of keeping it.
Respect or Disrespect?
A guest complains about his room not being clean; what do you do?
1) Apologize, even if the room looks good to you, and offer to clean it again Or
2) Tell the customer there is no problem with his room

32. Quiz! ‘Do not disturb’ means be quiet when entering the room. 
I can take home items I find in the guest room. 
I must do every task on my Assignment, even if I do not think it’s necessary. 
Stay Over rooms must be prepared for the next guest.
It is important to wash my hands before work and after using the bathroom. 

33. Quiz! ‘Do not disturb’ means be quiet when entering the room. 
I can take home items I find in the guest room. 
I must do every task on my Assignment, even if I do not think it’s necessary. 
Stay Over rooms must be prepared for the next guest.
It is important to wash my hands before work and after using the bathroom. 

34. Quiz! ‘Do not disturb’ means be quiet when entering the room. 
I can take home items I find in the guest room. 
I must do every task on my Assignment, even if I do not think it’s necessary. 
Stay Over rooms must be prepared for the next guest.
It is important to wash my hands before work and after using the bathroom. 

35. Quiz! ‘Do not disturb’ means be quiet when entering the room. 
I can take home items I find in the guest room. 
I must do every task on my Assignment, even if I do not think it’s necessary. 
Stay Over rooms must be prepared for the next guest.
It is important to wash my hands before work and after using the bathroom. 

36. Quiz! ‘Do not disturb’ means be quiet when entering the room. 
I can take home items I find in the guest room. 
I must do every task on my Assignment, even if I do not think it’s necessary. 
Stay Over rooms must be prepared for the next guest.
It is important to wash my hands before work and after using the bathroom. 

37. Quiz! ‘Do not disturb’ means be quiet when entering the room. 
I can take home items I find in the guest room. 
I must do every task on my Assignment, even if I do not think it’s necessary. 
Stay Over rooms must be prepared for the next guest.
It is important to wash my hands before work and after using the bathroom. 

38. Quiz! A guest is in the shower. I should come back later. 
Hair and odors are the top guest complaints about hotel rooms. 
I should wear gloves while cleaning. 
Check Out rooms must be prepared for a new guest 
Always knock and say, “Housekeeping” before entering a room 

39. Quiz! A guest is in the shower. I should come back later. 
Hair and odors are the top guest complaints about hotel rooms. 
I should wear gloves while cleaning. 
Check Out rooms must be prepared for a new guest 
Always knock and say, “Housekeeping” before entering a room 

40. Quiz! A guest is in the shower. I should come back later. 
Hair and odors are the top guest complaints about hotel rooms. 
I should wear gloves while cleaning. 
Check Out rooms must be prepared for a new guest 
Always knock and say, “Housekeeping” before entering a room 

41. Quiz! A guest is in the shower. I should come back later. 
Hair and odors are the top guest complaints about hotel rooms. 
I should wear gloves while cleaning. 
Check Out rooms must be prepared for a new guest 
Always knock and say, “Housekeeping” before entering a room 

42. Quiz! A guest is in the shower. I should come back later. 
Hair and odors are the top guest complaints about hotel rooms. 
I should wear gloves while cleaning. 
Check Out rooms must be prepared for a new guest 
Always knock and say, “Housekeeping” before entering a room 

43. Quiz! A guest is in the shower. I should come back later. 
Hair and odors are the top guest complaints about hotel rooms. 
I should wear gloves while cleaning. 
Check Out rooms must be prepared for a new guest 
Always knock and say, “Housekeeping” before entering a room 

44. Housekeeping vocabulary after the break. English only.
10 minute Break
Dismiss interpreters.
Housekeeping vocabulary after the break. English only.

45. Numbers 1 one 2 two 3 three 4 four 5 five 6 six 7 seven 8 eight 9 nine
10 ten
11 eleven
12 twelve 
 





Review numbers, telling time





47. towel
Practice the vocabulary. Introduce a few words at a time. Toggle between pictures to quiz on the words.

48. tissue

49. toothbrush

50. toothpaste

51. shampoo

52. soap

53. guest room

54. bathroom

55. hallway

56. replace

57. housekeeping

58. Do Not Disturb

59. Do you want ____?
Demonstrate offer versus request
Can I have ___?

60. guest
housekeeper

61. Do you want housekeeping?

62. Can I have housekeeping?

63. Do you want soap?

64. Can I have soap?

65. Do you want towels?

66. Can I have towels?