TESDA-CCNTS HOUSEKEEPING NC II Demonstration | Provide Housekeeping Services to Guests

Summary

The video showcases a customer service interaction at a hotel, demonstrating various aspects of the housekeeping qualification. The script begins with a warm greeting at check-in, followed by an inquiry about available rooms. After confirming availability, the guest requests an extension cord, and staff promptly checks for availability. The extension cord is delivered to the guest's room, and the staff ensures everything is to the guest's satisfaction. The friendly and professional tone of the interaction highlights essential customer service skills in the hospitality industry, emphasizing helpfulness, responsiveness, and attention to detail.

Takeaways

• 😀 The script introduces the housekeeping qualification program offered by Carmelo de los Santos National Trade School under TESDA.
• 😀 A customer arrives at a hotel and interacts with staff regarding her stay and available rooms.
• 😀 The staff promptly checks room availability and assists the guest with her check-in process.
• 😀 The guest expresses satisfaction with the hotel, its staff, and the service provided.
• 😀 A phone call is made to request an extension wire for a room, and the staff efficiently handles the request.
• 😀 The staff confirms the availability of the extension wire and ensures it is delivered to the guest's room.
• 😀 The guest is satisfied with the prompt and courteous service, confirming that no additional needs are required.
• 😀 A staff member goes to the guest's room to deliver the extension wire and asks for preferences regarding setup.
• 😀 The guest declines any further setup assistance and simply requests the extension wire to be delivered.
• 😀 The staff closes the door after ensuring the guest has everything needed and wishes her a pleasant stay.

Q & A

What is the first task that the receptionist performs when a guest arrives?

The receptionist greets the guest and offers to assist with their baggage.

How does the receptionist respond when a guest inquires about room availability?

The receptionist checks the availability and confirms that there is a room available for the guest.

What action does the receptionist take after confirming room availability?

The receptionist offers the guest to check in and provides them with the room key.

What happens when the guest calls to request an extension cord?

The receptionist takes the guest’s name and room number, checks for the availability of the extension cord, and confirms it can be delivered.

How does the hotel receptionist confirm the extension cord delivery?

The receptionist confirms the delivery time and asks if there is anything else the guest needs.

What information does the receptionist ask for when the guest requests an extension cord?

The receptionist asks for the guest's name and room number to process the request.

What does the guest request after their room check-in?

The guest requests an extension cord due to a low battery on their phone.

What is the housekeeping staff's role in the interaction?

The housekeeping staff delivers the requested extension cord to the guest’s room and asks where the guest would like it placed.

How does the guest respond when the housekeeping staff offers to set up the extension cord?

The guest declines the offer, stating they do not need any setup.

What is the final interaction between the housekeeping staff and the guest?

The housekeeping staff ensures the guest has everything they need, asks if the door should be closed, and wishes them a great stay before leaving.