Housekeeping Flashcards
1
Q
is an important area in any accommodation property.
A
Housekeeping
2
Q
what is the role of housekeeping
A
to ensure the comfort and safety of
guests while they are staying at a hospitality organization.
3
Q
The job of a housekeeping attendant is limited to cleaning and maintaining cleanliness in hotel rooms and other public areas, he or she has to have knowledge about hotel codes, rules and regulations. (true or false)
A
False
4
Q
A building that is used for regular reception, accommodation, or lodging
for travelers and tourist with a provision of service for a fee.
A
hotel
5
Q
Any pleasant place and atmosphere that gives rest and relaxation,
accommodation, and recreational facilities to travelers and tourists for a fee.
A
resort
6
Q
A lodging establishment that does not meet the requirements of an
economy hotel, caters to transients.
A
tourist inn
7
Q
A building that contains independent furnished and semi-furnished
apartments that are leased to travelers and tourists who are staying on a long-
term basis.
A
apartel
8
Q
A building with several separate units that is located along
highways with parking space wherein motorists may obtain lodging.
A
Motorist Hotel/ Motel-
9
Q
Department of Tourism (DOT) classifies hotels in the country as:
A
● Deluxe Class
● First Class Hotel
● Standard Class
● Economy Class
10
Q
5 classification of hotels
A
hotel
resort
tourist inn
apartel
motorist hotel/ motel
11
Q
CLASSIFICATION OF GUEST ROOMS
A
- according to number
- according to price, layout and facilities
12
Q
A room with a single bed that is good for one person.
A
single room
13
Q
A room with two twin or two single beds that is good for two
persons.
A
twin room
14
Q
A room that has a double bed that is good for three persons.
A
double room
15
Q
A room that has two double beds or two queen beds
that is good for two or more persons
A
twin double room
16
Q
A room that has either three single, one double bed and a
roll away bed, and two single beds and a roll away bed. This room is good
for three people.
A
triple room
17
Q
A room that has one double bed plus an additional single or
sofa bed that can accommodate one small family.
A
family room
18
Q
. An economical rate room that is short sized with standard
facilities such as air conditioner, television, and other amenities.
A
economy room
19
Q
A moderately priced room, equipped with standard
facilities and amenities such as air conditioner, private toilet and bath,
television, night and coffee table and other amenities.
A
standard room
20
Q
A room that is more luxurious and spacious with amenities
of superior quality and sold at a much higher price than a standard room.
A
deluxe room
21
Q
A room that has a studio bed or couch that can be converted
into a bed.
A
studio room
22
Q
studio room is also calles as
A
executive room
23
Q
Two or more rooms that connected with adjoining
doors.
A
connecting rooms
24
Q
Types of Suites Rooms
A
- junior suite
- penthouse suite
- executive suite
- hospitality suite
25
A room with a bed and a sitting area or lounge. The separate
bed can be connected to the living room.
junior suite
26
junior suite is also called as
mini suite
27
A suite room that is located at the top floor of the
establishment.
penthouse suite
28
A room designed for top executives with facilities and
amenities of superior quality.
executive suite
29
Aroom used for entertaining visitors with a function room
or parlor.
hospitality suite
30
Types of Beds
- single bed
- double bed
- queen bed
- king bed
- roll away bed
- pullout bed
- sofa bed
31
A bed with approximately 36 x 75 inches in size.
single bed
32
A bed that can accommodate two persons with approximately
54 x75 inches in size
double bed
33
An extra -long and extra wide bed with 60x80 inches in size.
queen bed
34
An extra-long and extra wide bed with width of 78 inches and
length of 80 inches.
king bed
35
A portable bed for an extra person in the room
roll away bed
36
A bed that is inserted under the bed and pulled out when
used.
pullout bed
37
A couch that is convertible into a bed.
sofa bed
38
common rules and regulations being implemented in hotel
establishments:
1. Check -in procedure
2. Checkout procedure
3. Luggage storage
4. Guest’s belongings
5. Company’s lien on guests’ luggage and belongings
6. Bringing of pets
7. Hazardous goods
39
tasks that will require
processing of documents and keeping a
standard filing system for ready
reference.
clerical task
40
communication,
letters, and memos used by hotels
whether for internal or external
correspondence
41
play an important role in managing the housekeeping activities.
It serves as evidence in a specific incident, situation and happening.
forms and reports
42
These forms are used to ensure
a good flow in hotel
accommodation cycle.
front office forms
43
Also known as log book, contains all important events
that transpired in the hotel front desk during the day
front office diary
44
simply has the time, room numbers, and names of
the guests.
There are occasions that guests would request for a wake-
up call.
wake-up call sheet
45
is a form used by housekeepers or room attendants to
record the task done during their shift.
Housekeeping attendant’s daily assignment sheet
46
is used whenever there are
problems reported by the guest to the housekeeping
department.
maintenance request form
47
is used when there are requests
for work to be done.
housekeeping work order form
48
is used by the
housekeeping supervisor to check, on a daily
basis, how the cleaning service for every guest
room was done.
guest room cleaning checklist
49
is an important document
to keep track of records for lost and found
Lost and found slip
50
is prepared
by housekeeping department and
handed down to the front desk to give
them an update as to the status of each
hotel room.
housekeeping status report
51
has the total number of rooms in
the hotel, total number of rooms to sell, rooms
that are to be vacated and the out of order
or
out of service rooms.
room summary
52
has the record of departures and
arrivals of guests in rooms.
movement
53
cleaning equipment
manual
mechanical
54
the type of equipment that are used manually without an external power source and relies on humans are called
manual cleaning equipment
55
manual cleaning equipment
abrasives
brushes
housekeeping trolley
dustbins
dusting cloths
scarifying machine
spray bottles
mops
56
they are the sharpening stones or grit papers used to polish metal or wooden surfaces
abrasives
57
they are handheld flat brushes with britstles to dust the plain surfaces as well as the corners
brushes
58
this trolley is a large enough to keep all the guest room and guest bathrooms supplies in an organized manner
housekeeping trolley
59
they are used to collect daily garbage produced in the hotel
dustbins
60
they are soft cloths used for wiping the surface dust
dusting cloths
61
it is used for keeping gardens, golf courts, and lawn in the hotel premises well maintained.
scarifying machine
62
they are used to spray water or chemical solutions on the surface that needs cleaning
spray bottles
63
generally made of flat cotton string or heavy-duty sponges fix on the metal frame
mops
64
lawn scarifiers use steel blades to cut out thatch; hence it is also know as
de-thaching
65
the type of equipment that require an external power source like electricity, steam , battery etc are called
mechanical cleaning equipment
66
mechanical equipment (example)
box sweeper
vacuum cleaner
polishing machine
scrubber
vapor cleaning machine
67
it is electric sweeper that consist of a friction brush
box sweeper
68
it is again a majorly equipment in hotel housekeeping
vacuum cleaner
69
they are used to add a shine to the floors of most frequently areas of the hotel
polishing machine
70
it is a floor care accessory that comes with handheld electrically operated scrubber
scrubber
71
polishing machine is also known as
floor burnisher
72
they are used where the chemical odors are not desired
vapor cleaning machine
73
dusting tools
microfiber cloth
feather duster
74
removes dust from fine furniture without scratching its finish
microfiber cloth
75
removes dust from delicate items such as lampshade and sculpture
feather duster
76
sweeping tools
stiff broom
soft broom or tambo
long- handled broom
77
used for sweeping dry floor made of tiles, cement
soft broom or tambo
78
made of coconut midribs; used for sweeping wet or dry floor made of cement; can also be used in the yard
stiff broom
79
used to remove cobwebs and dirt on the walls ,other high areas that cannot be reached with the used of stiff broom
long - handles broom
80
tools
vacuum cleaner
dustpan
trash can and trash bag
81
sucks up dust and dirt from different surface
vacuum cleaner
82
used to collect items swept by the broom
dustpan
83
container ot bag used to gather trash
trash can and trash bags
84
wet- cleaning tools
bucket
mop
sponge
85
container for water
bucket
86
used to clean and wipe flooring and other surfaces
mop
87
used to absorb and wipes spilled liquid on the table and furniture
sponge
88
can be of the old fashioned string or yarn-type style where you can squeeze the water out by hand
mop
89
toilet cleaning tools
scrub brush
small brush
toilet scrub with holder
plunger
90
used for heavy cleaning and scrubbing of soap scum from tub and lavatory, grimes from tiled floor and wall
scrub brush
91
helps removes dirt and grimes in the fixtures
small brush
92
keeps the toilet bowl clean
toilet scrub with holder
93
removes clogs in the toilet bowl
plunger
94
refers to the actual conditions in the work environment that provides for freedom from injury and damage to property
safety
95
refers to the prevention of defense of theft, fire, adn other emergencies.
security
96
the 2 hotel departments most likely to have the largest number of accidents and injuries are _______ and ______
maintenance
housekeeping
97
what department/s have the highest risk for accident and injuries
housekeeping and maintenance department
98
three rules security/safety
1. take adequate time
2. correct unsafe conditions immediately
3. do it safely the 1st time
99
safety tips
1.) lifting
2.) ladders
3.) machinery
4.) electrical equipment
5.) chemicals
100
consist of key management personnel- including department heads
security committee
101
security issues
1. suspicious activities
2. theft
3. bomb treats
4. fires
102
types of theft
guest theft
employee theft
102
types of theft
guest theft
employee theft
103
protects the property by reducing the possibility of a guess and property theft
key control
104
four categories of keys
emergency key
master key
storeroom key
guestroom key
105
open all the doors in the property-even those that guest have doubled locked
emergency keys
106
also open more than one guestroom
master keys
107
highest level of master key. this key opens every hotel room and many times, all housekeeping storage room
grand master
108
mid level of master key. this type of master key opens rooms in one area of a hotel
section master
109
lowest level of master key, generally, a room attedant is given this key to open the rooms he/she is assigned to clean
floor key
110
are those keys distributed to guest
guestroom key
111
is responsible for upkeep and maintenance of all public and guest areas.
house keeping department
112
are ideal for smooth and hard surfaces. Brushes with hard bristles are used for soft
surfaces.
Softer bristles
113
This is the part of the brush into which the bristles are inserted. It may be made of wood,
metal, or plastic. A good brush should have a sturdy stock.
Head Stock:
114
may be detachable or un-detachable.
handle
115
Types of Brushes
Hard Brushers:
Soft Brushes:
Scrubbing Brushes:
116
These have bristles that are quite stiff and well spaced out. These are most suitable
for removal of heavy soil and litter from carpets and for cleaning rough surfaces.
Hard Brushers:
117
These brushes have bristles which are quite flexible and set close together. They help
to remove loose soil and litter on hard, smooth surfaces.
Soft Brushes:
118
These have short, coarse bristles made for use on surfaces that are stained and
heavily ingrained with dirt.
Scrubbing Brushes:
119
Types of Scrubbing Brushes:
1 Toilet Brushes
2 Bottle Brushes
3 Cloth Scrubbers
4 Deck Scrubbers
5 Carpet Brushes
6 Upholstery Brushes
7 Feather Brushes
8 Hearth Brush
120
WC brushes, radiator brushes, Johnny mops
Toilet Brushes
121
Used for cleaning over flow vents in wash basins
and tubs
Bottle Brushes
122
Used for scrubbing cloths
Cloth Scrubbers
123
Used for cleaning large areas
Deck Scrubbers
124
For cleaning carpets
Carpet Brushes
125
For removing/loosen out dust from upholstery
Upholstery Brushes
126
For light dusting
Feather Brushes
127
Used for cleaning heavy soiling and fire places.
Hearth Brush
128
consist of long bristles gathered together and inserted into a handle made of
wood or plastic.
BROOMS:
129
These brooms such as corn fibre grass etc. and are suitable for cleaning of
smooth surfaces.
Soft Bristled Brooms:
130
These are yard brooms and coconut fiber brooms suitable for
cleaning
Hard/Coarse Bristled Brooms:
131
These are also called ceiling brooms.
They have a soft head and a long handle.
Wall Brooms:
132
are used for collection of dirt and dust from polished floors and may consist of a head
made from soft twisted cotton yarn or synthetic fibers, sponge, cotton etc. attached to a handle.
mops
133
Types of Mops
dry and wet mop
134
used for removal of dust.
dry mops
135
used in combination of water to remove dirt.
wet mops
136
These mops are made up of dense cotton fringes approx. 15 cms in length,
fitted into a metal frame.
Impregnated Fringes:
137
These mops consist of a double hinged frame and are also called
„V Sweepers‟ or „Scissor-action sweepers‟.
Impregnated Mop Sweepers:
138
These mops consist of acrylic, nylon or polyester strands fixed to a backing stretched
over a metal frame.
Static Mops:
139
These mops consist of a handle with a soft pad on which a cheap cotton or
synthetic material is attached.
Disposable Mops:
140
These mops are used in combination with water to remove dirt sticking to
the surface.
WET/DAMP MOPS:
141
: These mops are made up
of cotton strands fixed to cotton fabric
inserted inside a flat metal stock.
Kentucky Mops
142
These mops consist
of a dense cotton fringe inserted
into a heavy metal stock.
Foss Mops:
143
These consist of cellulose sponge fixed to a
replaceable, lever-controlled head, hinged for wringing out
and attached to a long metal handle.
Sponge Mops:
144
squeegee is made up of a long metallic handle and
a wooden or rubber blade to remove excess water from the
surface being cleaned.
SQUEEGE:
145
2 types of squeege
floor and window
146
It should always be followed by
mopping with a damp mop.
Cleaning with Squeegee:
147
are used for collecting dust from hard
surfaces.
duster
148
These are multi use cloth made of soft absorbent
material.
swabs
149
Cloth: These are bigger thicker compared to swabs
and are made of a coarse material.
floor cloth
150
This is a loosely woven linen material having high
absorbency and lint free nature.
scrim
151
These are made of linen two yarns and
are lint free.
class cloths
152
These are obtainable from the linen room.
Rags/Polishing Cloth:
153
These are made of material having high absorbent power and are used for mopping of floors.
Wet-Cloths:
154
These were originally the skin of chamois goats but nowadays cheaper version like
skewers (split sheep skin) are used.
Chamois Leather:
155
These are made of thin cotton material and are usually discards from the linen room.
Dust Sheets:
156
These are made of Hessian/American cloth which is a thick fabric and are used to protect
carpets or flooring during the cleaning of carpet.
Hearth Cloths:
157
These are like hearth cloth but are smaller in size. They are used by window
cleaners or any other worker using a bucket to prevent marking a carpet
or polished floor.
Bucket Cloths/Splash Mats:
158
These are made of coarse linen, fine
canvas or clear plastic and may be in the form of a
carpet square or a „Runner‟.
Druggets:
159
These are small metal or plastic containers with a lid found in toilets for the collection of soiled
sanitary towels.These are small metal or plastic containers with a lid found in toilets for the collection of soiled
sanitary towels.
sani bins
160
May be made of wood, metal or plastic, they consist of a box with a
handle and fitted tray.
Hand Caddies/Cleaning Boxes
161
This is the most important piece of equipment in the house keeping
department.
cart
162
This trolley includes a detachable trash bag, a place for storing cleaning agents
and small pieces of cleaning equipment.
janitors trolley
163
This trolley includes a detachable trash bag, a place for storing cleaning agents
and small pieces of cleaning equipment.
Linen Trolley
164
Types of Vacuum Cleaners:
* Upright vacuum cleaner
* Cylindrical Vacuum
* Cleaner
165
These types of vacuum cleaners are mostly used in the hotel industry.
Upright Vacuum Cleaner:
166
Unlike the upright vacuum cleaner these do not have any rotating
brushes and clean by suction only.
Cylindrical Vacuum Cleaners:
167
Modern buildings/hotels may have a centralized vacuum
cleaning system installed at the time of construction.
Centralized Vacuum Cleaning System:
168
These are very useful for hotel operations as unlike other vacuum
cleaners they can be used both in dry and wet mode.
Wet and Dry Vacuum Cleaners:
169
As the name signifies these vacuum cleaners can be
operated strapped to the back of the GRA as they are very light weight.
Backpack Vacuums:
170
These are small vacuum cleaners used for cleaning curtains,
upholsters, mattresses, computers, music systems etc.
Dustettes:
171
These are very light weight vacuum cleaners without a motor
brush.
Electric Brooms:
172
This machine is used for a number of cleaning operations viz
scrubbing buffing, burnishing, scarifying and spray maintenance.
Scrubbing and Polishing Machine:
173
The bristle tips of the brush/surface of pad abrade and cut the
soilage to remove it.
Scrubbing:
174
The bristle tips/surface of pad help to bring about a high glass finish on the floor
surface.
Buffing:
174
The bristle tips/surface of pad cut and abrade the floor
surface to create a smooth surface with a glossy finish.
Ultra-High-Speed Buffers/Burnishing:
175
The bristle tips or edge of the cutting tool cut into impacted soilage, removing it by means
of a chisel like action.
Scarifying:
176
The bristle tips of the brush or the surface of pad abrade and cut soilage from a
surface.
spray cleaning
177
This is like spray cleaning but in this case buffable or semi buffable polish is
removed along with soilage with the help of bristle tips or pads which revolve and scrub the floor.
Spray Burnishing:
178
As the name suggests these machines are designed for deep
cleaning of soiled carpets.
carpet shampoo machine
179
Unlike the name, the cleaning is
carried out only with hot water and detergent and no steam is used in the cleaning
operation.
Wet Extraction System/Steam Extraction Machine:
180
This
machine has a cylindrical brush which scrubs and
picks up the foam generated by the machine.
Cylindrical-Brush Dry Foam Machine:
181
In this
machine a rotary brush cleaner along with wet
shampoo is used for cleaning carpets.
Rotary-brush Wet Shampoo Machine:
182
This is also type of rotary brush cleaner using
two brushes.
Small Rotary Brushes Wet Shampoo Machine:
183
Ultraviolet lamps are a small but important weapon used by the
housekeeping department to fight against dirt.
Ultraviolet Lamps:
184
- unscheduled, unplanned task, usually associated with
greater hazards and higher risk levels like repairing something to get it working again.
* Corrective or reactive activity
185
an electrical appliance that is used to clean and maintain non-carpeted floors,
such as hardwood, marble, tile, or linoleum.
Floor buffer
186
the act of cleaning the rooms and furnishings of a home.
housekeeping
187
an act or process of preserving a tool or equipment. It is working on
something to keep it in a functioning and safe state and preserving it from failure.
maintenance
188
the process of designing and maintaining an environment in which
individuals, working together in groups, efficiently accomplish selected aims.
managment
189
- usually a planned and scheduled process that is usually
carried out to keep something functional.
Preventive or proactive activity
190
devices that can be used to achieve a task, but not consumed in the process.
Tools
191
a device that uses an air pump to create a partial vacuum to suck up dust
and dirt, usually from floors, and optionally from other surfaces as well.
Vacuum cleaner
192
is a watertight, vertical cylinder or truncated
cone, with an open top and a flat bottom, usually
attached to a semicircular carrying handle that is used to
hold water or any liquid solution used in cleaning.
bucket
193
are hollow tubes designed to carry fluids
from one location to another.
water hoses
194
is used for reaching
and sweeping of floor without as
tool.
cobwebber
195
is used in the kitchen to dry dishes
and other surfaces.
dishcloth
196
is used to wipe
the cleaning tools and
equipment.
cleaning cloth
197
is a surfactant or a mixture of surfactants
with "cleaning properties in diluted solutions that is also
used in cleaning purposes.
Cleaning detergent
198
is a detergent in liquid form used for cleaning
tools and equipment.
Liquid Detergent
199
is used to remove the contaminants of any
tool and equipment.
Scrubbing Foam
200
is an absorbent textile made from paper instead
of cloth used in drying hands, wiping windows, dusting and
cleaning up spills.
paper towel
201
is a liquid used for cleaning most of the tools and
equipment. It is also known as the universal solvent.
water
202
otherwise known as bicarbonate of soda or
sodium bicarbonate is used to deodorize refrigerators.
baking soda
203
is a garment that covers the whole hand of a person
that performs household services.
glove
204
Abbreviation for Housekeeping Department
HK
205
Two or more rooms grouped side by side and sharing a co
entrance door
adjoining room
206
A type of bed that can be easily transported to the guest room
guest. Intended for only one person.
extra bed
207
A baby beds.
cot/ crib
208
Daily, weekly, monthly forecast of number of rooms to be
occupied or how many Guests we are expecting to have at a given
date Forecasts come from reservations office.
forecast
209
Refers to a situation when the hotel has accepted the maxi
number of reservations.
booked to capacity
210
List of guest names in details.
manifest
211
C.I.P is
designed by Management for receiving special service. This has
commercial significance to our hotel business.
Commercially Important Person
212
VIP who has been desi by Management for receiving special service.
Very Important Person
213
A guest who does not arrive when accommodation is reserve
no show gue
214
A room that is being held for a certain guest on a certain d
compl
215
When a guest moves from one room to another room.
room change
216
Report completed to indicate the status of each room, whet
vacant, occupied or out of order.
room statust report
217
To transmit the most accurate status of rooms to the Front and
Housekeeping terminals.
updating
218
Time designated by the hotel for guest to vacate the rooms end
of stay.
check-out
219
The day when a room is expected to be vacated.
due out
220
An occupied room that will not check out at the end of stay.
stay over
221
Entire public area.
front of the house
222
All areas not accessible to guests.
back of the house
223
Word used to describe the removal of stains from a limited
surface.
spotting
224
Indicates through cleaning of guest room and bath, done o
periodic basis.
general cleaning
225
A service or item requested by guest.
guess request
226
Central area of the Housekeeping Department from which
uniform supplies and linen is issued.
linen room
227
A system whereby a dirty uniform is exchanged for a clean one-
on one basis.
onw for one exchange
228
Located on each floor and contains linen necessary to servicethe room.
shelter cabin
229
A record, being kept and maintained by each Floor Supervisor
which all calls, requests, and other important information
recorded.
logbook
230
A guest room in which a guest or the guest’s belongings are
present
OCC (OCCUPIED)
231
A guest room that is ready to be sold to a new guest.
VAC (Vacant)
232
A guest room that is not saleable.
O.O.O. (Out Order)
233
An occupied guest room which needs to be cleaned, including
beds made.
M./U (Make Up- Room)
234
An evening service performed by a Room boy.
T.D.S. (Turn Down Service)
235
Abbreviation indicating that the guest does not want his room to be
entered does he/she want to be disturbed.
D.N.D. (Do N Disturb)
236
The door of the room is bolted from the inside. Before knocking on
room door, Room Attendant must check if the door is double-locked
D.L. (Double-LOCKED)
237
Indicates that the guest refuse service.
R.S. (Refused Service)
238
Refers to a guest room that is occupied but not slept in.
S.O. (Sleep-Out)
239
A guest room where guest has departed, and room is for cleaning.
C/O (Check-Out)
240
TYPES OF SECURITY
1. Physical aspects
2. Security of persons
3. Security of systems
241
given in every shift to the housekeeping attendant and tell all the
housekeeping work that need to be done during the day.
TASK CARD
242
a coffeemaker machine
Percolator`
243
is a mixture of dried flowers, petals, leaves, and spices that is used to make a
room smell pleasant.
Potpourri
244
a device that can receive text or images via telephone by digitizing the
material through an optical scanner.
Fax machine
245
Communicating effectively is important in housekeeping service. It is a must for a housekeepingattendant to be
knowledge on how to use the available communication tools at the workplace such as telephones, fax
machines, and e-mail.
HANDLING GUEST QUERIES
246
Handling telephone calls should not be taken for granted. Answering calls from a friend isdifferent
when you answer calls from employers or guests.
TELEPHONE ETIQUETTE
247
resolving
conflict between aggrieved and
offending parties – between hotel
guests and hotel staff or hotel
management.
Dispute settlement
248
third party between
persons in conflict; maintains his orher
neutrality throughout the whole
settlement process.
Mediator
249
a technique that
tries to find a common
ground between conflicting parties.
Compromising
250
focusing on the similarities or agreements rather than the
differences.
Accommodating
251
said to be the most effective approach because both parties admit that
there is something wrong which needs to be resolved.
– said to be the most effective approach because both parties admit that
there
252
This is the most common conflict. This can be
avoided by respecting your fellow employees’ rights.
Personality or individual differences.
253
Open communication should be observed at all times among
members of a group.
Miscommunication.
254
This is a product of the lack of communication.
Different expectations.
255
This may happen when there is no clear
delineation of duties and responsibilities of housekeeping staff.
Overlapping or redundancy of duties.
256
Observance of standard workplace safety is very important.
Safety and security.
257
STAGES OF DISPUTE SETTLEMENTS
1. Convening stage
2. Opening stage
3. Communicating stage
4. Negotiation stage
5. Closure stage
258
At this stage, it is important to determine whether it is best to talk to the parties separately
or jointly.
Convening stage
259
This is the stage where the parties can talk face to face with the mediator.
Opening stage
260
The parties at this stage are given the freedom to express whatever legal or personalissues MIGHT AFFECT THE NEGOTIATION
Communicating stage
261
This stage is the heart and soul of the mediation.
Negotiation stage
262
This is the stage where parties will have to agree how the grievance might be settled, whateach
should do to avoid similar situation to confront them.
Closure stage
263
RESOLVING GUEST COMPLAINTS
1. Stay calm.
2. Listen.
3. Thank the guest for bringing up the complaint.
4. Focus on the issue.
5. Ask the guest how he or she would like you to resolve the problem.
6. Take note of the correct procedure and establishment policy on dealing with guest
complaints.
7. Apologize for any inconvenience.
8. Assure immediate possible assistance.
9. Advice and get feedback from your supervisor.
