Housekeeping Room Attendant Maintenance Request. 1. Tasks. Task 1. Task 2

Transcription

1 Housekeeping Room Attendant Maintenance Request Housekeeping room attendants sweep, mop, wash and polish floors. They dust furniture and vacuum carpeting, rugs and upholstery. Attendants make beds, change sheets and distribute clean towels and toiletries. They clean and disinfect bathrooms and appliances. As well they pick up debris and empty trash containers. Attendants must provide basic information on facilities and handle complaints. NOC 6661 Housekeeping Room Attendant Maintenance Request Form Essential Skills Focus Document Use Oral Communication Finding Information 1. Tasks Housekeeping Room Attendants report any repairs that need to be completed in guest rooms to the hotel s Maintenance Department. Task 1 A new housekeeping room attendant is being oriented to the Maintenance Request Form. Her supervisor asks her to name 3 sections of the Maintenance Request Form that she would need to complete to report a repair. Highlight 3 sections she needs to complete. Document Use Task 2 A guest calls housekeeping and reports there is a problem with running water in the bathroom. What steps should the Housekeeping Room Attendant take to gather information to complete the Maintenance Request Form? Finding Information 1

2 Task 3 On June 16, 2006, the Housekeeping Room Attendant enters Room 306 and finds that the reading lamp above the king size bed will not turn on. There are also three large, deep scratches on the desk in the corner of the room. This room is not booked until tomorrow, June 17, 2006, when a guest is expected for late arrival, which is any time after 6 p.m. Complete the Maintenance Request Form reporting these problems. Document Use Task 4 On Monday, the Housekeeping Room Attendant reported that the bathroom taps (both the sink and the tub) were leaking in Room 204. She submitted Maintenance Request Form #1003 for repairs. Maintenance said that they completed the repairs on Tuesday. On Thursday, the Housekeeping Room Attendant finds that the taps are still leaking and guests are expected in the room that evening, after 6 p.m. The hotel is fully booked so the guest cannot be moved to another room. Complete a request for maintenance so that the problem is addressed immediately. When ready, record your answer. Oral Communication 2

3 NOC 6661 Housekeeping Room Attendant Maintenance Request Form Human Resources and Skills Development Canada: Reprinted with permission. 3

4 2. Answer Key Task 1 Answer A new housekeeping room attendant is being oriented to the Maintenance Request Form. Her supervisor asks her to name 3 sections of the Maintenance Request Form that she would need to complete to report a repair. Highlight 3 sections she needs to complete. Any 3 of the following: Date and Location, Details of problem or work to be done, Who made the request, When required by, Who filled out this form, and Other Information. Check page 7 for one way to get this answer. Essential Skills Focus Document Use 2 Task 2 Answers A guest calls housekeeping and reports there is a problem with running water in the bathroom. What steps should the Housekeeping Room Attendant take to gather information to complete the Maintenance Request Form? Follow these Steps: 1. Go to the room and inspect the bathroom. 2. Talk to the guest about the problem to gather more information. 3. Try to find the source of the problem of the running water. 4. Gather details about the problem such as damage and a description of what is happening. 5. Complete the Maintenance Request Form. Check page 8 for one way to get this answer. Finding Information 2 Oral Communication 1 Document Use 2 Writing 1 4

5 Task 3 Answers On June 16, 2006, the Housekeeping Room Attendant enters Room 306 and finds that the reading lamp above the king size bed will not turn on. There are also three large, deep scratches on the desk in the corner of the room. This room is not booked until tomorrow, June 17, 2006, when a guest is expected for late arrival, which is any time after 6 p.m. Complete the Maintenance Request Form reporting these problems. A completed form should be shown with the following details. Date: June 16, 2006 Location: Room 306 Details of problem or work to be done: There are two problems. 1. The reading lamp above the bed will not turn on. I have checked that it is plugged in and that the bulb is not burnt out. 2. There are 3 scratches on the desk in the corner. They look very deep. Who made the request: Housekeeping Room Attendant When required by? Date: June 17, 2006 Time: 5 p.m. Who filled out this form? Lisa, Room Attendant on the 3rd Floor and Dept.: Housekeeping Other information: Can a new desk be put into the room while the other desk is repaired? See Task 3 Answer Sheet. Check page 9 for one way to get this answer. Essential Skills Focus Document Use 2 Writing 1 5

6 Task 4 On Monday, the Housekeeping Room Attendant reported that the bathroom taps (both the sink and the tub) were leaking in Room 204. She submitted Maintenance Request Form #1003 for repairs. Maintenance said that they completed the repairs on Tuesday. On Thursday, the Housekeeping Room Attendant finds that the taps are still leaking and guests are expected in the room that evening, after 6 p.m. The hotel is fully booked so the guest cannot be moved to another room. Complete a request for maintenance so that the problem is addressed immediately. When ready, record your answer. Essential Skills Focus Answers Answers will vary. Possible answer AUDIO 5. Oral Communication 2 Room 204 still has leaking taps in the bathroom. It was reported on Monday on Request Form #1003 and the form indicates the repairs were completed on Tuesday. Guests are expected in the room after 6 p.m. this evening and the hotel is full, so we cannot move them. The room will be empty until 5 p.m. The taps need to be repaired today. Check page 10 for one way to get this answer. 6

7 3. Answer Steps Task 1 Answer A new housekeeping room attendant is being oriented to the Maintenance Request Form. Her supervisor asks her to name 3 sections of the Maintenance Request Form that she would need to complete to report a repair. Highlight 3 sections she needs to complete. Any 3 of the following: Date and Location, Details of problem or work to be done, Who made the request, When required by, Who filled out this form, and Other Information. One way to get this answer Scan the document for headings. 2. Locate 7 headings, one in each of the 7 sections of the Maintenance Request Form. 3. Choose 3 of the headings to include in the answer. Skill Focus Document Use 2 7

8 Task 2 Answer A guest calls housekeeping and reports there is a problem with running water in the bathroom. What steps should the Housekeeping Room Attendant take to gather information to complete the Maintenance Request Form? Follow these Steps: 1. Go to the room and inspect the bathroom. 2. Talk to the guest about the problem to gather more information. 3. Try to find the source of the problem of the running water. 4. Gather details about the problem such as damage and a description of what is happening. 5. Complete the Maintenance Request Form. One way to get this answer Identify the problem: Determine the steps to be taken to gather information to complete the Maintenance Request Form. 2. Determine the goal: To gather the information about the problem of running water. 3. Decide on solutions: Think about how to gather information about the problem from the room and the guest Determine what information is required on the Maintenance Request Form 4. Set up solution: Decide on specific steps to gather information. 5. Solve the problem: Decide that the steps to gather the information are: Go to the room and inspect the bathroom Talk to the guest about the problem Try to find the source of the problem of the running water Gather details about the problem such as damage and a description of what is happening Complete the Maintenance Request Form. Skill Focus Finding Information 2 Additional Skills: Oral Communication 1, Document Use 2, Writing 1 8

9 Task 3 Answer On June 16, 2006, the Housekeeping Room Attendant enters Room 306 and finds that the reading lamp above the king size bed will not turn on. There are also three large, deep scratches on the desk in the corner of the room. This room is not booked until tomorrow, June 17, 2006, when a guest is expected for late arrival, which is any time after 6 p.m. Complete the Maintenance Request Form reporting these problems. A completed form should be shown with the following details. Date: June 16, 2006 Location: Room 306 Details of problem or work to be done: There are two problems. 1. The reading lamp above the bed will not turn on. I have checked that it is plugged in and that the bulb is not burnt out. 2. There are 3 scratches on the desk in the corner. They look very deep. Who made the request: Housekeeping Room Attendant When required by? Date: June 17, 2006 Time: 5 p.m. Who filled out this form? Lisa, Room Attendant on the 3rd Floor and Dept.: Housekeeping Other information: Can a new desk be put into the room while the other desk is repaired? See Task 3 Answer Sheet. One way to get this answer Scan the first section of the Maintenance Form document. 2. Locate the heading of the first section, date and location, at the top of the document. 3. Enter the date and room location on the document. 4. Repeat steps 1 to 3 for each section of the document, except the Maintenance Department s reply section. Enter the task information into the document. Skill Focus Document Use 2 Additional Skills: Writing 1 9

10 Task 4 On Monday, the Housekeeping Room Attendant reported that the bathroom taps (both the sink and the tub) were leaking in Room 204. She submitted Maintenance Request Form #1003 for repairs. Maintenance said that they completed the repairs on Tuesday. On Thursday, the Housekeeping Room Attendant finds that the taps are still leaking and guests are expected in the room that evening, after 6 p.m. The hotel is fully booked so the guest cannot be moved to another room. Complete a request for maintenance so that the problem is addressed immediately. When ready, record your answer. Answer Answers will vary. Possible answer AUDIO 5. Room 204 still has leaking taps in the bathroom. It was reported on Monday on Request Form #1003 and the form indicates the repairs were completed on Tuesday. Guests are expected in the room after 6 p.m. this evening and the hotel is full, so we cannot move them. The room will be empty until 5 p.m. The taps need to be repaired today. One way to get this answer Identify the information required: A request to repair leaking taps before the guest arrives. 2. Determine the information available: taps in the bathroom of Room 204 are still leaking Maintenance Request Form 1003 was completed and submitted on Monday the repairs were reported completed on Tuesday the guests are arriving today,thursday, at 6 p.m. the room is empty until 5 p.m. 3. Decide on actions: Have the information in front of you to refer to while speaking Practice recording a request that includes all information and is in a logical order Ask for an immediate response to ensure the repair will be done today 4. Set up solution: Make the request based on the information in the task. 5. Check that the requested information has been covered. 6. Record and then compare your message to the sample response. Skill Focus Oral Communication 2 10

11 NOC 6661 Housekeeping Room Attendant Task 3 Answer Sheet Human Resources and Skills Development Canada: Reprinted with permission. 11