Status of Room Service Quality at New World Saigon Hotel

- Start making the bed.

- Place a clean square mattress on the bed.

- Quickly open the end of the drag sheet. Immediately crease the drag sheet right in the center of the bed. Tuck the drag sheet under the headboard and make a small corner. Tuck the drag sheet under the mattress all the way to the foot of the bed and also make a small corner at the foot of the bed.

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- Place the blanket about 15cm from the head of the bed.

- Use the second sheet to cover the blanket, place the blanket 10cm from the head of the bed, then fold it, at the end of the bed, make a square corner, it must be aesthetic.

- Pillowcases must be straight and neatly placed.

Then check the arrangement of items in the bedroom clockwise or counterclockwise to avoid mistakes.

- Entrance door: clean, have a Quiet Please sign and Menu hanging right on the handle.

- Wardrobe: Full quantity of hangers (5 clip hangers, 5 regular hangers), spare pillow, iron, hair dryer, safe, 2 pairs of slippers, laundry bag and receipts, shoe cleaning cloth. The wardrobe must be clean and free of dust and stains.

- Minibar: clean, no water, drink labels facing out, temperature adjusted appropriately. Glasses, coffee maker, spoons must be washed and wiped clean.

- Luggage rack: clean, no stains.

- TV cabinet and TV: clean and free of fingerprints.

- Dressing table: Clean, glass has no stains. Tools must be fully placed. Including: ashtray, matches, notebook and pen, 3 envelopes and 3 writing pads, service manual, sewing kit.

- Phone: no dust, clean and odorless receiver.

- Trash cans must be empty, clean and dry.

- Windows: clean, bright. Pull the thin curtains back to their original state.

- Seat: Clean, no spots or trash under the sofa.

- Small table: has ashtray, lighter, clean, no stains, room service menu.

- The bedside table must be clean. The lamp must still be working well. The board must not be replaced.

Bed, notebook and pen must be placed neatly.

- The headboard is clean and dust-free, and there is no trash under the bed.

- The painting is bright, there is no dust on the top and it is placed neatly.

- Clear glass, no dust on top.

- Carpet must be clean and free of stains. If it is beyond the ability of the staff to handle, call 0 (Service Center) or report to the floor supervisor for support.

- Please note that all advertisements and hotel flyers that have marks or stains must be replaced. Replace expired newspapers. Connecting rooms must be locked.

- Please do not remove any of the guest's belongings until they check out, unless they are in the trash.

- Their belongings should be returned to their original places. When cleaning, lift them up, wipe underneath them, and then put them back in their original places. You can hang or fold your guests' clothes if they are found lying around on a bed or chair.

- If there are any defects that need to be repaired, report them immediately to the floor supervisor.

- Then we will clean up to the bathroom area.

Step 3: Clean the bathroom

It is the policy of New World Saigon Hotel that all bathrooms are cleaned and restocked daily and a high standard is maintained at all times.

- Sink: Cleaning includes the drain, the stopper and the faucet. Fill the sink with hot water, add a little detergent and soak all the glasses in it.

- Shower curtain: clean and dry.

- Bathtub area: clean soap dish, stopper, walls, shower head, faucet. Rinse thoroughly and dry. Stainless steel items must be polished.

- Toilet: Clean inside and out thoroughly especially under rim, seat and hinges. When finished, place lid down.

- Back to the sink: wash the glasses, wipe them with a tea towel, place them face down on the coaster

glass.

- Wipe the sink again: Wipe the surface, lift the customer's items up, wipe underneath and put them back in their original position.

- Glass: clear, clean, no spots.

- Check the items in the bathroom to see if they are enough. Keep the soap you are using unless there is too little left (for the guest room you are staying in), replace the soap with new soap if the room is empty.

- Used towels must be replaced with new ones. As per the following standards: 2 face towels, 2 hand towels, 1 foot towel and 2 bath towels.

- Toilet paper and facial tissues must be full and folded in a V-shape.

- Mop the floor from the inside wall to the outside bathroom door. Make sure the corners are clean and free of hair.

- Turn off the bathroom light and leave the bathroom door open about 20cm.

Step 4: Vacuum and leave the living room

After cleaning the bedroom and bathroom. The cleaning staff vacuums the entire living room area. Take a final look at everything to see if there are any missing items and leave the living room.

If the housekeeping staff has a guest in the room, when they have finished their duties, they will inform the guest that their room has been cleaned. They will wish them a good day, be sure to maintain a warm and welcoming attitude, then gently close the door and start cleaning another room.

Step 5: End of shift, empty trash and rearrange cart

All employees must ensure that they complete their work before 4pm every day. After completing their work, employees pull the cart back to the pantry area on the floor. This is where all the cleaning staff's tools and equipment are stored. Employees must arrange the cart neatly and orderly to be ready for the next working day. At exactly 4pm, employees must collect the day's trash on their floor and bring it down to the designated trash disposal area. Do not leave trash lying around on the floor when your shift ends. At exactly 4:48pm, employees

room back to Housekeeping office, return floor key, sign key handover book and pull out card to leave. End of working day.

b. Turn-Down Service

The purpose of the afternoon service is to clean the guest room again. The start and end times of the afternoon service must be determined. The start time for the Turn-down service is from 17:30 to 21:30.

The order of room cleaning in the afternoon is as follows:

- Customer request

- VIP guests

- Double room

- Visitors

Housekeeping staff must record the room number, number of guests, and time of arrival and departure of service on the afternoon housekeeping staff's daily report. It is important to note on the report that the guest refused service or that the service was not completed because the guest hung the "Do Not Disturb" sign.

Housekeeping staff must be conscious of the guest's personal belongings while serving. If there are many items left on the bed that are cluttered, another bed will be made for sleeping. If there is only one bed in the room, the items will be safely removed to achieve the success of the service.

The basics of afternoon service include:

- Ventilate the living room.

- Clear room service trays.

- Trash, ashtray.

- Fold the bed sheet.

- Check the hygiene in the bathroom.

- Change used towels.

- Check the items placed in the bathroom.

- Hang your nightgown on the bathroom door.

- Spread a foot towel on the floor.

- Close the window curtains.

- Turn on the light next to the bed.

The standards for afternoon bed making are as follows:

When making the bed, the housekeeping staff will fold the corner of the blanket together with the top of the sheet to form an angle of about 45 degrees .

- Double bed with one guest: Bend the corner of the bed closest to the phone, otherwise as requested by the guest.

- Double bed for two guests: corner on one side near the phone.

- Twin room with one guest: Make the bed near the bathroom, bend the corner towards the phone.

- 2-bed room for two guests: Make two beds, bend two opposite corners and close to the phone.

- Turn-down tray includes: laundry bag and receipt, breakfast menu, TV remote, TV channel guide, and bed pull-out board.

- A bottle of mineral water is placed on the table right next to the bed.

- Slippers are placed right on the bedside table, with the tips facing the wall.

- Bathroom: 1 bathrobe placed right at the bathroom door, foot towel spread on the floor.

Note : All hygiene standards are the same as the morning service procedure.

c. DND (Do Not Disturb) room handling procedure

It is the policy of New World Saigon Hotel that all occupied guest rooms including those displaying the DND “Do Not Disturb” sign (New World Hotel Quiet Please sign) must be serviced daily. A special process is in place to handle rooms displaying the Quiet Please sign.

The "Do Not Disturb" sign after 2 p.m. requires the staff to insert a notice asking if the guest needs a room service in the crack below the door so the guest knows.

If there is still no signal from the guest room, the staff must monitor that room until 3:30 pm and notify the afternoon shift supervisor to call the guest room. Ask if the guest needs the room made and they will receive the information from the guest.

If you call the room and there is still no answer from the guest, it may be because the guest fell asleep and did not hear, or the guest hung up the DND sign but forgot to leave.

remove the board, or the customer is sick or dies suddenly. These cases need to be reported to the Head of Housekeeping and the Manager of the Customer Service Department so that timely measures can be taken to handle the situation.

2.3.3 Prepare for guests to check out and leave the hotel

When guests check out, the housekeeping staff must check the room to see if the guest has used any drinks from the minibar during their stay. In order to promptly update the front desk to print the bill for the guest.

In addition, when checking the guest room for check-out, the staff must examine all the items and amenities in the room to see if there is any loss or damage caused by the guest. Report to the floor supervisor so that they can notify the front office to calculate the fee when the guest checks out.

When employees start a work day, they will receive their task assignment sheet and will know which rooms and guests will check out during the day. These rooms and guests will be printed in bold black on the task assignment sheet (worksheet) and marked with an * at the end. Employees must pay attention to these rooms so that they can clean the rooms in time when guests check out.

2.3.4 Lost & Found Processing Procedure

To ensure that anything that guests drop or forget is brought to the security department, where it will be recorded and stored.

Anything found in the hotel must be brought to the security department. The security department must maintain a log of any items left behind by guests. This log should include the following information:

- Date, time.

- Description of item.

- The finder.

- Room found.

- Security department signatory.

Housekeeping staff are responsible for bringing any items left behind by guests to security at the end of their shift. These items must be recorded on the hotel's Lost and Found form. Item name, date and time found, and serial number.

room, item description… and placed in a clear plastic bag so it can be easily seen and accompanied by a Lost and Found form.

Items of no value are kept in storage for a maximum of 90 days. After this time the item will be returned to the finder if the guest does not claim it and if the employee is still employed at the hotel. If the employee has left the hotel, it will be up to the Housekeeping Manager to decide what to do.

Valuables such as cash, checks, credit cards, cameras, jewelry, etc. must be kept in storage for a maximum of 180 days. After this period, if the guest does not claim the item, it will be given to the person who found it, and this person must still be working at the hotel.

Obscene and prohibited items will be taken to the security department and destroyed according to local laws. Food and drinks will be disposed of after 3 days. Medicines or similar items will be disposed of after 2 weeks. Clothes, linens, etc. will be washed before storage to avoid unpleasant odors.

Any guest who claims lost items must describe the items. The guest will sign the L & F book. If the person claiming the item is not the owner, a power of attorney from the owner is required. Name, ID number and signature of the recipient.

Employees who return valuables will be praised by management for their honesty.

After discovering the item, the hotel must find the guest's address at the front desk. Then the Room Attendant will write a letter confirming whether the item is the guest's or not. When the guest confirms that it is the item that the guest left behind, the hotel will return it to the guest at the address that the guest registered at the front desk and all return shipping costs will be borne by the guest.

2.4 Current status of room service quality at New World Saigon Hotel

2.4.1 Staff qualifications

New World Saigon Hotel has a team of professional room service staff. This is considered the strength of the hotel in general and the Housekeeping department in particular. These people are always enthusiastic and passionate about their work. They

Always show hospitality to each guest and are ready to help immediately if guests need it when staying at the hotel. This is why there are many very good reviews from guests about the hotel's Room Associate. Thoughtfulness, enthusiasm, friendliness and cheerfulness are things we can easily see when meeting the room service staff here. Teamwork and mutual support in work are characteristics that help bring customers timely service, satisfying all guests, even the most demanding ones.

Therefore, in its development strategy, New World Saigon always pays attention to the issue of training and coaching to improve the professional qualifications and customer service ability of employees. Based on the awareness that employees are an important factor contributing to the success of the new direction. Many training and introduction sessions are continuously provided to all employees to improve their understanding and professional qualifications, in line with the new direction in the hotel's development strategy and new standards in the hotel industry. True to the service motto "Modern Oriental Hospitality" that the hotel has set out.

2.4.2 Facilities

According to the assessment, after 15 years of operation, the bedroom facilities of New World Saigon Hotel are in need of upgrading. The wallpaper is old, the wooden furniture has scratches and stains. Their colors are not consistent after being replaced. The carpet in the living room is old and has many stains. There is basically no difference between the two types of Deluxe and Executive Deluxe rooms from the decoration to the furniture in the room. This can easily create a feeling of boredom, not creating novelty for guests when they come to the hotel in the future. Therefore, investing in upgrading the bedroom system must be a priority in the hotel's upcoming development strategy. Upgrading and replacing amenities in the room can be done step by step, but must ensure uniformity and aesthetic harmony. Creating a new experience for guests staying at the hotel, the experience and quality of customer service are enhanced along with the upgrade of modern amenities in the room.