Internal Resource Page

Staff are required to use the following templates.

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Hello dear Guest!

As your check-out time approaches, 12h00, we would greatly appreciate your feedback about your stay with us as it helps us improve our guest experience and service quality.

At convenience, you may take a moment to fill out this short form:
https://docs.google.com/forms/d/e/1FAIpQLSfwcaJVQatb9JdoWfeLvEBvGeQxwzQb4kYl-TVjVOp70QntAQ/viewform

In case of any additional need of assistance on check-out, such as luggage storage or any other support, our team is happy to help.

In case you wish to extend, you can communicate here directly, or do the booking through our Web, www.travellersstay.com

Thank you once again for staying with us.

Best regards,
Affordable With Quality!
www.travellersstay.com

1. Guest nta kintu yibagiriwe mu room?
2. Nta kintu cyangiritse?
3. Nta kintu kibura?

Housekeeper,
You should not have to be reminded to perform your duties as a housekeeper. These are the standards we have established and expect you to follow.
1. Whenever there is a check-out, you, as the housekeeper, should be informed, inspect the room, and report its condition.
2. It is not acceptable for the receptionist to leave the reception unattended and leave guests waiting in order to inspect a room when this is the responsibility of a housekeeper.
3. It is also not acceptable for guests to reach their check-out time and for you not to assist them with their luggage because you are cleaning the compound.
4. Whenever there is a guest check-in, you should be informed by reception in advance and assist with carrying luggage, showing guests their rooms, explaining how to use the hot water, and answering any room-related questions.
5. The receptionist should not leave the reception desk to perform duties that belong to housekeeping.
6. In addition, you start work without reading the current do's and don'ts, which results in you working without knowing the procedures and instructions we now follow.
PLEASE ENSURE THAT THESE STANDARDS ARE FOLLOWED AT ALL TIMES.

Message to all staff:
1. NO EMPLOYEE ALLOWED TO WORK IN SCHEDULE AND TIME WHICH IS NOT INDICATED IN THE CURRENT ROSTER.
2. Receptionist always to communicate the current roster to all staff.

3. Manika roster at the back for staff to consult.
4. Shyira roster muri reception desk.

Receptionist, please show this message to all staff:

No employee is allowed to work on any shift or at any time that is not indicated on the current roster.
Please communicate the current roster to all staff.
Post the roster on the staff notice board at the back so that staff can consult it.
Keep a copy of the roster at the reception desk for reference.

Housekeeper,
Iyo uri mu kazi ugahabwa task, icya mbere ukora ni communication ko task wayibonye n’ ibyo ugiye kuyikoraho. You do not keep quiet, and you must read the do’s and don’t’s if you value the importance of following work procedures.

Housekeeper,
1. Ibyo wasasuye from check-out rooms, they should be washed, properly ironed and made raedy for use today.
2. If you need help, bwira abazamu bafure cyangwa bagufashe mu bigendanye no gufura, gutunganya ibyo usasa.

Housekeeper,

Ubwo urunva ufite igisobanuro, umuntu umwe, wishyura booking y' umuntu umwe umuha ibikoresho 2 uzi neza ko ibyo byumba aribo biteghereje? You should apologise and correct the mistake. Abandi ntugendera kubyo bakoze, kuko basettinze standard hashoboraga kuza izindi booking.

Ntabwo guest yakabaye agera mu cyumba kirimo settings zitandukanye na booking ye. That is the reason why we have housekeepers 24 hours in a place of six rooms. Kandi ntimwahabwa akazi ngo abe ari na njye unabakorera akazi k’ ibyo mwize.

Housekeeping team, you should really put feet on the ground if you want to COPE WITH OUR SERVICE.

No employee is allowed to use the terms "check-in" or "check-out" under his or her name. This is incorrect and is not a standard that has been given to you anywhere.

The standards required of you are those contained in the Do's and Don'ts, which you continue to ignore.

Receptionist,
1. Write full guest names exactly as they appear on their bookings.
2. Do not state that guests are together unless they are under the same booking. Each guest must be reported separately, together with his or her room number, and the message you want to communicate.
3. Guests pay in cash, and you are fully aware of this, as has always been the case during your time here.
4. Scan and share each fully completed check-in registration form for all check-ins you handled. It is necessary of you to follow check-in procedures.
5. Share scanned copies of the passports of all guests you checked in, as required by procedure.

6. Report individually on each expected arrival during your shift and its status.

Housekeeper,
Dirty items are not handled on the ironing board. The ironing board is for IRONING CLEAN LINEN, not a place for dirty things.

And before you clean, you should first report a list of all items and quantities to be cleaned.

In English:

Receptionists,

Mugomba kwiga no kwitoza kubaza ibigendanye na booking. Biteye isoni kuba guest yarakoze booking ya two rooms, receptionist akamuserva kuri booking imwe, without asking the guest about the second booking, kandi akabitangira report. It is totally irresponsible.

Ubu Rm4 is blocked by that booking, whereas the receptionists thing it is normal and no problem.

Receptionists,

You must learn and practice how to properly review and handle bookings. You had enough time to prepare for those bookings. It is unacceptable, a guest with two bookings, the receptionist serve only one booking without asking the guest about the second booking. What is even more concerning is that you all keep quiet as if things are in order with a room blocked.

This is totally irresponsible.

As a result, Room 4 remains blocked under that booking, while the receptionists seem to think that this is normal and not a problem. Such oversights affect room availability and operations and must be avoided.

It is a reception duty to ALWAYS VERIFY ALL BOOKINGS associated with a guest before completing the check-in process and before submitting your report.

Housekeeper,
Please use drying pegs and hang all linen properly. Every time you hang laundry, make sure you use drying pegs. That is what they are for.

Warning to Receptionists,

You continue to forward messages intended for reception instead of reading them and responding appropriately yourselves. This you do it among your hellow workers, and to our guests as well.
This is against our established Do’s and Don’ts and is considered unprofessional. Reception staff are expected to read, understand, and respond, or pass messages to intended recipients rather than simply forwarding them.
Future occurrence will be treated as disobedience of established workplace rules and will be punishable.

You also fail to read and implement messages on work phone as they require, but do things your own and unwarranted way. Occurrence of will also be punishable.

Housekeeper Honorine,

Before starting your shift, you should first establish and report, in a structured manner, the activities you plan to carry out during the shift.
All rooms must be prepared using the available checklists, and the completed checklists must be properly filed.
For rooms with expected check-ins, preparation must be based on the occupancy details as recorded in the system.
You should also start familiarizing yourself with the document "PDF Housekeeper Daily Checklist Traveller's StaY V1 09 Jun 26" located in the "Work Tools" folder and follow its guidelines in your daily work.

Please ensure that these instructions are followed consistently.

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