Housekeeping-NC-II-Phraseology[1].docx - 1 Handle Guest Request(by phone Standard Performance Standard Phraseology 1 Greet guest introduce yourself and

Housekeeping-NC-II-Phraseology[1].docx - 1 Handle Guest...

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1. Handle Guest Request (by phone) Standard Performance Standard Phraseology 1. Greet guest, introduce yourself and department and offer help. Housekeeping department, good morning/good afternoon. _______ speaking. How may I help you? 2. Ask name of guest & room number. Sir/Ma’am may I ask your name and room number please? 3. Confirm guest request, name and your number. Sir/Ma’am you have requested for ______ and you are Mr./Ms. ________ occupying room number _______. Am I correct? 4. Assurance of delivery Sir/Ma’am your request for ______ will be delivered to your room as soon as possible. Is there anything else that I can do for you? 5. End of transaction Thank you so much. Have a nice day. 2. Delivery of Requested Item/s Standard Performance Standard Phraseology 1. Knock (3x) and announce housekeeping Good morning Ma’am/Sir! Are you Mr./Ms. ___________? 2. Introduce yourself and purpose I’m ________ from housekeeping and I’m here to deliver your request. 3. Offer service Any additional request Mr./Ms. _________? 4. Guest will sign the request form Sir/Ms. ______ will you please sign the acknowledgement form? 5. Thank the guest. Thank you so much and enjoy your stay. Have a nice day! 3. Provide Valet/Butler Services Standard Performance Standard Phraseology 1. Greet guest with a smile Good morning Sir/Ms.___________ 2. Welcome the guest Welcome to Parayan Villa. 3. Introduce yourself I am _________ your valet/butler at your service. May I know your name and room number please?
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