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Respond to housekeeping requests. 1.1.Handle guest requests in a manner consistent with organisational customer service standards and security procedures.

01 / 02 / 2019 Essays & Coursework

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Unit Sector

Hospitality

Elements and Performance Criteria

ELEMENTS 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Respond to housekeeping requests.

1.1.Handle guest requests in a manner consistent with organisational customer service standards and security procedures.

1.2.Confirm and note details of requests made.

1.3.Make appropriate apologies where a request has arisen from breakdown in-room servicing.

1.4.Agree with guests on timelines for meeting requests.

1.5.Locate, deliver and pick up items within agreed timeframes.

1.6.Report ongoing actions required to meet guest requests to appropriate personnel for further action.

1.7.Set up equipment  for guests when appropriate.

1.8.Proactively offer information and advice about special services and benefits to guests to ensure maximum take-up of services and profitability of guest’s stay.

2. Advise guests on room and housekeeping equipment.

2.1.Advise guests courteously on correct use of equipment.

2.2.Report equipment malfunctions promptly and where possible, make alternative arrangements to meet guest needs.

2.3.Where appropriate, agree on suitable time to collect equipment.


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