Housekeeper speaking skills training

Room attendant speech training:

1. Empathy:

1. I understand your mood very well.

2. Please don’t worry. I understand your feelings very well and we will do our best to solve it for you.

3. If I encountered so many troubles from you, I would be in the same mood as you are now.

4. It has caused inconvenience to you, but we should face it positively, right?

5. I understand/really understand your mood very well. Please rest assured that we will check it clearly and give you a satisfactory answer.

2. Being valued:

1. You are our old customers who have supported us for a long time.

2. You are so familiar with our service, you must be our old customer. I'm sorry, we made such a mistake, we are so sorry.

3. Sir/Miss, I’m sorry that the previous service made you have a bad feeling. Our hotel attaches great importance to the opinions of guests. We will report your situation to the relevant departments as soon as possible. Make improvements.

3. Speak from the customer’s perspective:

1. This is mainly to protect your interests.

2. I know you will definitely understand. This is to ensure the rights and interests of loyal customers who are as important to our hotel as you.

The main responsibilities of room attendants include but are not limited to:

1. Cleaning:

Cleaning of floors; tables, chairs, bedside tables, wardrobes, TVs, Cleaning of door and window glass, etc.; cleaning of toilets, washbasins, bathroom floors, etc.

2. Organizing:

The quilts, pillows and other bedding on the bed must be arranged in place according to the hotel's standards; the remote controls of air conditioners, TVs, curtains, etc. must be arranged in the designated positions. Put them away; bath towels, towels, slippers, pajamas, toiletries, hair dryers, etc. are neatly folded and placed in the corresponding locations in accordance with hotel management standards; magazines, brochures, etc. are neatly placed in the designated locations.

3. Inspection:

Check whether all relevant items are complete and can be used normally. If any missing items are found, they need to be filled in time.