Issues In Hotel Housekeeping

An occasional dissatisfied guest is an inevitable occurrence for any business in the hospitality industry. The number of complaints received, their relative seriousness, and the way in which they are handled can greatly affect the image and profits of a property. Any good hotelier recognises this risk, and proactively tries to resolve their guest relations issues with the least amount of financial impact to the property. One should view guest’s comments and complaints as valuable information that can help the hotel's management measure quality of its facilities and services. Use guest’s feedback as a way to identify problem areas, improve services, and increase revenue. • Try to turn the negative into a positive. Instead of telling the

Sample phrasing for specific situations:

The following sample paragraphs may be used after the opening and amended to fit your situation. Sample Housekeeping Phrasing Sample #1: "We are very sorry that you were dissatisfied with our housekeeping efforts and the shortage/quality of linens in your room. I appreciate your feedback and have discussed every issue in your feedback with our head housekeeper. He/She will be addressing these matters with her staff and is committed to ensuring that these problems will not occur again." Sample #2: "Please accept our apologies for the inconvenience you experienced on while waiting for your room to be cleaned. We strive for perfection in our hotel rooms and the service and comfort of our guests is a top priority."

Sample #3: "Mr. , please accept our apologies for the unfortunate experience you encountered in our breakfast room when the attendant spilled coffee on your suit. Accidents such as this are rare, and we are always very concerned when they occur. As discussed, please send us the dry cleaning bill for your suit. We would like to reimburse you immediately." Sample Staff Performance