Elements and Performance Criteria
- Handle housekeeping requests.
- Handle guest requests in a polite and friendly manner according to enterprise customer service standards and security procedures .
- Acknowledge guests by use of name wherever possible.
- Confirm and note details of requests made.
- Make appropriate apologies where a request has arisen from breakdown in room servicing.
- Agree with guests on timelines for meeting requests.
- Locate and deliver requested items promptly within agreed timeframes.
- Collect items for pick-up within agreed timeframes.
- Set up equipment for guests when appropriate.
- Proactively offer information and advice about special services and benefits to guests or clients to ensure maximum take-up of services and profitability of guest's stay.
- Advise guests on room and housekeeping equipment.