HOUSEKEEPING

PROCEDURES

CROMWELL R. CABALU,MMHM,MBA

MODULE 1
INDUSTRY UPDATE

LESSON 1:THE HOUSEKEEPING

ORGANIZATION
WHAT IS HOUSEKEEPING?
The word Housekeeping refers to the
upkeep and maintenance of cleanliness and
order in a house or lodging establishments.
A housekeeper is one who is responsible for
administering housekeeping maintenance
and ensuring that everything is in order.
The housekeeper sees to it that all guests
are comfortable, safe and protected from
disease-causing bacteria

TYPES OF HOUSEKEEPING
DOMESTIC HOUSEKEEPING refers to
housekeeping maintenance in a house. It
covers bedrooms, kitchen, dining, receiving
area, grounds and the surrounding areas
within the house.
INSTITUTIONAL HOUSEKEEPING applies to
housekeeping maintenance in commercial
lodging establishments like hotels, resorts,
motels and inns.

Institutional housekeeping usually covers the following

areas:

Guest rooms

Hallways and corridors

Lobby

Public areas and restaurants

Offices

Windows

Stores, concessionaires

Grounds

Linen and laundry area

The housekeeping department in a hotel is

responsible for the cleanliness,
maintenance and aesthetic upkeep of the
hotel. This department takes pride in
keeping the hotel clean and comfortable, so
as to create a home away from home.
The housekeeping department usually falls
under the Rooms Division and is headed by
an Executive Housekeeper.

HOUSEKEEPING DEPARTMENT
ORGANIZATIONAL CHART
(For large establishment)
EXECUTIVE
HOUSEKKEPER
SECRETA
RY
HK, CONTROL DESK
SUPERVISOR

HORTICULTURIS
T/ FLORIST

ASSISTANT
HOUSEKKEPERS

FLOOR
SUPERVISOR
ROOM
ATTENDANTS

HEAD
GARDENER

GARDENERS

PUBLIC AREA
SUPERVISOR
HEAD
HOUSEMEN
CLOAKROOM
ATTENDANTS

HOUSEME
N

HOUSEMEN

LAUNDRY MANAGER

LINEN /UNIFORM
ROOM
SUPERVISOR
TAILORS

UPHOLSTERER
S
LINEN/UNIFORM
ROOM
ATTENDANTS

HOUSEKEEPING DEPARTMENT
ORGANIZATIONAL CHART
(For small establishment)
HOUSEKKEPER

HK, CONTROL DESK

SUPERVISOR

HEAD GARDENER

GARDENER

FLOOR
SUPERVISOR

OUTSOURCED LAUNDRY

PUBLIC AREA
HEAD HOUSEMEN

OUTSOURCED
TAILORS AND
UPHOLSTERERS

ROOM ATTENDANTS

HOUSEMEN

LINEN /UNIFORM
ROOM SUPERVISOR

PA HOUSEMEN

HELPER

EXECUTIVE HOUSEKEEPER is the head of the

housekeeping and is responsible for translating hotel
policies, procedures and standards into housekeeping
operations.
ASSISTANT HOUSEKEEPERS head a shift as the
housekeeping provides 24 hour service. They
translate the executive housekeepers policies,
procedures and standards into practice by
communicating them to all the housekeeping
supervisors.
FLOOR SUPERVISORS direct the cleaning and
maintenance of guest rooms on allotted floors.

CONTROL DESK SUPERVISOR is a position that

coordinates communication with housekeeping
personnel spread to all parts of the hotel. Its major
role is the coordination with the maintenance
department to ensure that all maintenance requests
are attended to.
ROOM ATTENDANTS are responsible for the cleaning
and maintenance of allotted guest rooms as per set
procedures and standards.
HOUSEMEN are the male cleaning personnel assigned
to rooms and public areas to manage heavy cleaning
duties. They move heavy furniture or vacuum long
corridors of carpet.

LINEN ROOM SUPERVISOR is a custodian of

the linen assets coordinating the exchange
of soiled linen for fresh ones as well as
maintaining the proper storage conditions
of linens to minimize damages and losses.
UNIFORM ROOM SUPERVISOR is
responsible for keeping uniforms in the safe
storage conditions. Issues laundered
uniforms to hotel staff in exchange for
soiled ones.
TAILORS/UPHOLSTERERS are responsible
for mending uniforms, linen and upholstery.

PUBLIC AREA SUPERVISOR ensures the

cleanliness, maintenance and aesthetic
appeal of all public areas like lobbies,
restaurants, banquet space etc. with a pool
of housemen
HOLTICULTURIST is responsible for the
maintenance of all landscapes and gardens
with the team of gardeners.
FLORIST is responsible for all internal
flower arrangements for guest rooms,
public areas, banquet buffet, etc.

GARDENER is responsible for the upkeep of

an allotted area of a landscape and maybe
required to maintain internal plants and
roof gardens.
LAUNDRY MANAGER is in charge of a large
brigade of washers, drycleaners, pressers,
as well as other staff in charge of laundry
services.

LESSON 2:THE HOTEL INDUSTRY AND ITS

CLASSIFICATION
Hotels are categorized by:
Location
Number of rooms
Ownership
Pricing plan
Type of clientele
Length of guest stay
Facilities offered

LOCATION
Hotels may be categorized by their location as
follows:
Downtown
Suburb
Resort
Airport
Motel
Camps

DOWNTOWN HOTELS are located at

the center of the city in busy
commercial and shopping districts.
The challenge for housekeeping
professionals will be to prepare rooms
for sale at shorter time frames as the
turnover of rooms is going to be high
due to short stays.

SUBURBAN HOTELS are located on the

outskirts of a city where land is cheaper
than downtown locations. They attract
clientele that are cost-conscious, though
not necessarily budget travelers.
Housekeeping professionals will find a
different challenge in handling group checkins and check-outs. Room attendants will
have to prepare rooms in volume at a time.

RESORT PROPERTIES are located at

natural and man-made sites.
Housekeeping will have to deal with a
laidback style of the resort guests.
Housekeepers will have to adjust to
flexible timings of guests.

AIRPORT HOTELS as the name suggest are located in

the precincts of an airport. They cater mostly to
transient airline passengers who maybe catching
another flight to complete their journey.
Airport hotels can pose a dual challenge to
housekeepers of a quick turnover of the rooms as well
as of cleaning rooms in volume at a given time. While
the hotel management may predict flight arrivals and
departures, they are not sure of emergency
requirements that arise, sometimes very often. This
requires the housekeeping personnel to be alert to
changes in occupancy at any given time.

MOTELS are located by the highways and road

junctions. It is a lodging facility for automobile
travelers. Motels have independent entrance to their
rooms which guests have access to after they have
registered themselves at the reception. With ample
parking space, guests can park their cars in front of
their rooms.
Most motels are located in remote areas where
qualified housekeepers are not easily available.
Because of this, the motels reduce their level of
services. They will train local residents with basic
skills to prepare a room. Such staff comes at fixed
hours in the morning and is not always available.

CAMPS are located on trekking routes. The

camps have large parking lots where
caravans are parked.
Camps and lodges are usually sponsored by
state governments who hire local
caretakers to keep their facilities clean. It is
unlikely that professional housekeepers will
find themselves employed; however, they
could be part of a contracting company who
is engaged to clean camps and lodges.

NUMBER OF ROOMS
Hotels maybe
classified by the
number of rooms.
The size of hotels
directly influences
the size of the
housekeeping
brigade. The
categorization by
size is as follows:

SIZE

NUMBER OF
ROOMS

SMALL

25 and less

MEDIUM

28-100

LARGE

101-300

VERY LARGE

301-1000

MEGA

Above 1000

OWNERSHIP
The size of the properties is largely
influenced by the financial options
available to an investor or group of
investors. Such types of businesses
maybe classified as follows:
Sole proprietor
Partnerships
Corporations

SOLE PROPRIETOR is an individual business who uses his or

her resources to set-up the business.
Advantages:

Ease of information- it is easy to form as no legal

formalities are involved and the business can be closed
whenever the proprietor desires.

Direct motivation- the proprietor works hard as all the

profit comes to him.

Flexibility of operations- the proprietor can make

necessary changes in nature and size of his business
without government regulation and interference.

Secrecy- the affairs of business can be kept secret as

there is no partner to share confidential information.

Prompt decision- the proprietor can decide business

affairs without consulting.

Disadvantages:

Limited capital-proprietors own assets may be

insufficient for the business and his borrowing
capacity is limited.

Limited managerial skills- there is lack of

specialization in sole proprietorship.

Unlimited liability- the proprietor is personally

responsible for all the liabilities of the firm and so his
capacity to take risks is reduced.

Lack of continuity- the life of a sole proprietor is

uncertain and his family may lack the aptitude to
continue his business in case of his illness, insolvency
or death.

PARTNERSHIP is another method of

raising funds. Partnership helps in
aspiring for medium to large hotels.
CORPORATIONS are those companies
with multiple shareholders.

PRICING PLANS
Pricing plans is another way to classify hotels. The plans
are:

European plan
Room charges only

American plan
Room + all meals

Modified American plan

Room + breakfast +
lunch or dinner

Continental plan
Room + continental
breakfast

Bed and breakfast

Room + English
breakfast

Continental breakfast consists of a choice of

breads, preserves like jam, honey and
marmalade, tea or coffee.
English breakfast have a juice, cereal,
toasts, choice of eggs, preserved meats like
bacon, ham or sausage and tea or coffee.
American breakfast will have all the
ingredients of an English breakfast plus
pancakes with syrup.

TYPES OF CLIENTELE
Type of clientele is another way to categorize
hotels. This category enables the hotel to
specialize on a type of clientele as against
those that are geared for multi-guest
profile.
Business hotel
Group hotel
Family hotel
Convention hotel
Youth hostels

BUSINESS HOTELS will specialize in providing facilities

and amenities to the business and corporate traveler.
Facilities include business centers that provide
meeting rooms, secretarial services, and modern
telecommunications facilities including the internet.
GROUP HOTELS are geared for volume traffic at any
given time. Their lobbies are large to welcome
groups; they have separate registration counters;
they also have lobby staff equipped to handle volume
baggage; they have separate baggage elevators;
rooms that are all twin bedded; large dining halls and
briefing rooms for tour groups.

FAMILY HOTELS are found mostly at resorts geared

specifically for families. Rooms will be interconnected
with kitchen and cooking facilities.
CONVENTION HOTELS would have plenary halls,
smaller meeting rooms, administration offices, large
registration areas and large dining halls.
YOUTH HOSTELS cater to traveling youth. The hostels
will have dormitory style accommodation and maybe
some single rooms for those who want to have room
all for themselves. Usually have common toilets and
shower areas, large dining halls with simple food,
gymnasium, games courts and fields, and an
assembly hall for youth gathering and entertainment.

LENGTH OF STAY
The classifications of hotels according to
length of stay are as follows:
Transient Hotel
Residential Hotel

TRANSIENT HOTELS are those where

guests stay for a short duration which could
be at the maximum of one week.
RESIDENTIAL HOTELS are those that are
equipped for a longer stay of the guests.

FACILITIES OFFERED
Hotels can also be classified according
to facilities offered.
Star rating
Deluxe hotels
Convention hotels
Conference hotels
Casino hotels

Business hotels
Sport hostels
Budget hotels
Suite hotels
Bed and breakfast
Time-share
Condominiums

STAR RATING is one of the most definitive standards

which guide travelers as to what to expect.
DELUXE HOTELS would normally have minimum fivestar rating. Hotels are rated deluxe due to its level of
luxury in dcor and appointments as well as comfort.
CONVENTION HOTELS are specially designed for such
purposes. They have plenary hall that can
accommodate a lot of delegates.
CONFERENCE HOTELS would have similar facilities as
convention hotels but scaled down in size.

BUSINESS HOTELS are specifically built in structure

and facilities to cater to business and corporate
clients.
SPORTS HOSTELS normally have dormitory type of
rooms with common bathrooms for athletes and
individual rooms for officials.
BUDGET HOTELS are relatively a new concept that
makes travel inexpensive by stripping rooms and
services to the bare minimum and use automation to
fulfill many guest needs.
SUITE HOTELS cater to those who need more room.

BED AND BREAKFAST establishments are usually

small family owned businesses. A family may have an
extra set of rooms in their home that are rented out
to tourists.
TIME SHARE HOTELS are relatively new concept of
ownership of holiday rooms or suites. Each room or
suite is owned by several people who will schedule
their visit well I advance with the management office
to ensure that the room or suite is available.
CONDOMINIUMS are another type of accommodation
in which the owners furnish their room or apartment
unit according to their desired taste and inform the
management of the period of occupancy.

LESSON 3:
TYPES OF ROOMS
A housekeeping professional must be
familiar and knowledgeable about the
rooms of the hotel available for sale.
Each hotel has a variety of rooms to
meet the needs of the guests since
their needs are endless and their
motives for booking a type of room
maybe varied.

SIGNIFICANCE OF ROOMS
Room sales comprise 50% or more of the
total revenue of the hotel.
A sale of a room means leasing the room to
be occupied for at least 24 hours at a
predetermined cost.
Rooms are referred to as perishable
commodities and a room not sold to a
particular day is revenue loss for the day.
If a room was not ready when required due
to inefficiency of the housekeeping
department it can result also to loss of sale.

What does a room means to a guest?

It means comfort.
It means security
It means privacy
It means convenience
It means cleanliness and hygiene
A home away from home

TYPES OF ROOMS
ADJACENT ROOMS are two rooms
beside each other across the corridor.
ADJOINING ROOMS are two rooms
that are either beside each other
and/or have an interconnecting door.
CABANA is a room with a sofa bed
situated beside swimming pools or
beaches.

CONNECTING ROOMS are two rooms with

an interconnecting door.
DOUBLE ROOM is a room with one king size
double bed.
EXECUTIVE ROOM is a room with additional
features like internet connections,
computer points, mini bars, etc; especially
designed for business executives.
SINGLE ROOM is a room with a single bed.

STUDIO is a room with a sofa bed.

TRIPLET is a double room with one
extra rollaway cot.
TWIN ROOM is a room with two single
beds.
QUAD is a room with two single bed
and two rollaway cot.
QUEEN is a room with a queen sized
bed for single or double occupancy.

JUNIOR SUITE is a room with a

separate living and sleeping area
DOUBLE SUITE is a two room
accommodation with one room
serving as a dining and living area
and the other with a double bed.
DUPLEX SUITE is two suites on two
floors with an interconnecting
staircase.

EXECUTIVE SUITE is a suite room specially

suited for business executives.
SINGLE SUITE is a two room
accommodation with one room serving as a
dining and living area and the other with a
single bed.
TOURIST HUTS are suite rooms detached
from the main hotel and are normally found
in resorts for greater privacy and
exclusivity.

MODULE 2
PROFESSIONALISM

THE HOUSEKEEPER

LESSON 1:HOUSE POLICIES AND JOBRELATED REGULATIONS

FOLLOW HOUSE POLICIES
Find out what policies are in effect
Learn about details of policies
Perform job according to house policies
Promote house policies

HOUSE POLICIES

House policies are set of rules and standards that tell

employees what is expected of them and how they
should act in various work situations.
IMPORTANCE

Increases quality of service

Standardizes service

Increases positive conduct

Increases safety and security of employees,

employers and guests

Improves professional image

BE INFORMED about:

In-house rules on employee behavior, e.g., smoking,

chewing gum, food, personal telephone calls

Unlawful conduct such as theft or destruction of

property

Company privileges such as discounts, meals, or use

of specialized services

Clothing or uniform

Authorized access to facilities for personal and

professional use, e.g., parking, employee entrance,
restaurant, pools

Shift and pay information

Tips/gratuities

It is important to FOLLOW HOUSE POLICIES

and to PROMOTE THEM to co-workers.
LEARN THE DETAILS OF THESE POLICIES by:
Asking the supervisor
Reading and understanding the training
manual and employee handbook
Attending staff meetings
Talking with co-workers to ensure common
understanding

FOLLOW JOB-RELATED REGULATIONS

Identify regulations related to job
Familiarize oneself with these regulations
Know how to find information when needed
JOB-RELATED REGULATIONS
The workplace is governed by regulations
that are designed to ensure basic
conditions for work, health and safety.

IMPORTANCE

Clarifies rights and responsibilities of employers and

employees

Provides protection for co-workers, guests and

property.

Increases self-confidence and sense of security.

KNOW JOB-RELATED REGULATIONS concerning:

Individuals rights, e.g., discrimination, harassment

Workers compensation/labor standards, e.g., hours of

work, working conditions

Occupational health and safety

FAMILIARIZE ONESELF WITH THESE REGULATIONS by:

Asking the supervisor

Reading the postings in the bulletin board

Contacting government agencies

Note:

There is a reason for house policies. Do not

underestimate them. They improve the professional
image of the propertys employees and departments.

Remember that there are standards that govern work

conditions. If you find yourself in a situation that
worries you, call on resources who know how to
handle the problem. Go to the companys human
resources department or government agency
concerned.

LESSON 2: GROOMING AND HYGIENE

MAINTAIN PERSONAL GROOMING AND HYGIENE

Wear appropriate clothes

Shower or bathe and use deodorant daily

Maintain good dental hygiene

Keep hair clean and controlled

Keep fingernails trimmed and clean

Comply with property standards and accepted use of

cosmetics and jewelry

Wash your hands often

Maintain good posture

IMPORTANCE

Presents positive image and standard of cleanliness of

self and property

Makes contact with others more pleasant

Builds self-confidence and pride

Help to prevent transfer of germs from one person to

another
PERSONAL GROOMING AND HYGIENE

Personal grooming and hygiene develops self

confidence and present a positive professional image
of you and your property.

To always maintain PERSONAL GROOMING

AND HYGIENE, wear:
A uniform or clothing that fits properly and
is clean pressed and well maintained
(change or spot clean clothing if soiled at
work)
A name tag, if required
Clean hosiery in good repair
Clean, sturdy, non-slip, closed-toe shoes

Comply with PROPERTY STANDARDS AND

ACCEPTED USE in matters of grooming
especially about wearing cosmetics, perfume
and jewelry.
Good BODILY HYGIENE consists of:
Showering or bathing and using a deodorant
daily
Brushing teeth daily and using mouthwash
and visiting the dentist regularly
Keeping fingernails clean and trimmed and
using only neutral colors if you wear nail
polish

Keep hair clean and controlled

Washing hands often, especially after
coughing, sneezing, smoking, and using the
wash room.
MAINTAING GOOD POSTURE by standing up
straight and keeping your head up
completes the well-groomed appearance
that you should always have at work.
Note:
Aside from wearing clean and well
maintained clothes, it should enable you to
work safely

LESSON 3:
PROFESSIONALISM
BE PROFESSIONAL
Do not let personal problems affect
your job
Maintain good personal and
professional working relationships
Use self-control when handling
interpersonal conflicts
Avoid gossip

Stay calm during peak periods

Take initiative
Learn from previous experiences and
change behaviors accordingly
Work well without supervision
Maintain companys standard

IMPORTANCE
Improves image of occupation and
employer
Increases guest satisfaction
Encourages repeat business
Allows one to more easily adapt to changes
BEING PROFESSIONAL
Employees who act with professionalism
have a good attitude at work, concerned
about quality of work and show good
judgment.

To BE PROFESSIONAL

Dont let personal problems affect your job by

discussing, for example, personal problems with coworkers or guest while on duty

Maintain good professional and working relationships

by being:

Caring and considerate, e.g., help guests and coworkers, add supplies if there are additional guests

Cheerful

Flexible, open to change and able to accept personal,

social, ethnic, and cultural differences

Polite, e.g., maintain appropriate level of

formality, use titles such as sir or madam
or guests name (e.g., Mr. Jones) when
possible
Positive, e.g., do not take negative
situations or comments personally
Punctual
Willing
Honest and accurate when answering
questions

Use self-control when handling

interpersonal conflicts
Avoid gossip and discuss any issues
affecting your job with the supervisor
Stay calm during peak periods
Take the initiative, e.g., make suggestions
on how to improve service, solve problems
with direction from supervisor, when
necessary
Learn from previous experiences and
change behavior accordingly

Work well without supervision

Maintain companys standards
Note:
Be caring and considerate with each guest.
Smile and be welcoming so that they feel
comfortable asking you questions.
If you cant answer a guests questions,
show good judgment. Dont make up
answer that might put you in an awkward
situation. Admit that you dont know and
consult the appropriate person.

LESSON 4: TEAM WORK

UNDERSTAND THE CHAIN OF COMMAND

Ask the supervisor about the duties and

responsibilities of other departments
Identify the procedures for communicating with
various departments
Follow house policies when dealing with other
departments

IMPORTANCE

Allows effective use of time

Increases efficiency of service to customers

BE A TEAM PLAYER

Fulfill the job description and employers

expectations
Follow the chain of command
Communicate with team members
Welcome new employees
Maintain good working relationships with
other departments
Help co-workers who are feeling ill or
who are very busy

IMPORTANCE

Helps achieve personal and departmental

goals
Encourages consistent product and
service
Improves staff morale
Improves communication and efficiency
Increases pride in work

THE CHAIN OF COMMAND

In order to understand the propertys
chain of command, ask the supervisor
about the duties and responsibilities
of the other departments such as:

Maintenance
Laundry/valet
Front desk/concierge
Room service

Health and sports center

Food services
Human resource
Guest services

Some situations require calling up other

departments, for example, reporting a
problem or obtaining additional supplies. In
these situations, follow the protocol in
dealing with other departments and interoffice communications

BECOMING A TEAM PLAYER

The morale of the team will solely
depend on the willingness of team
members to cooperate with one
another.

A GOOD TEAM PLAYER should:

Fulfill the job description and meet the
employers expectation
Follow the chain of command

Communicate with team members to

inform them of guests special needs or
request
Welcome new employees
Maintain good working relationships with
other department
Help co-worker who are feeling ill or who
are very busy and advise the supervisor

LESSON 5: GRATUITIES / TIPS

FOLLOW GUIDELINES FOR
ACCEPTING GRATUITIES

Understand and follow house policies

regarding gratuities
Do not assume that money/items left in
a stay-over room are gratuities
Immediately report to the supervisor
money found in an unusual location in a
check-out room

Advise guest to use own judgment if

asked what appropriate tip/gratuity
would be
Do not assume a gratuity will be given
Refrain from talking about or counting
tips in front of guests
Accept tips graciously
Report tips/gratuities to the supervisor, if
required

IMPORTANCE

Discourages false accusations of theft or

misunderstandings about money left in stay-over
rooms

GRATUITIES/ TIPS (To Insure Prompt

Service)
It is important to follow guidelines
regarding gratuities/tips so as not to
antagonize guests and to prevent also false
accusations of theft or misunderstandings
about money left in stay-over rooms.

In ACCEPTING TIPS/GRATUITIES, one

should:

Understand and follow house policies regarding

gratuities
Not assume that money/items (e.g. box of
chocolates, envelope) left inside a stay-over
room are tips. It is better to:

Leave the money or object unless the guest

clearly indicates that the money is for the
housekeeping.

Leave the money or the item when in doubt.

Report to the supervisor any money found

in an unusual location in a check-out room,
e.g., under the mattress, in a drawer
Advise guest to use own judgment if asked
what appropriate tips/gratuities would be
Not assume a gratuity will be given, e.g. do
not extend hand for tip/gratuity or wait for
guest after finishing the room

Refrain from talking about or counting

a gratuity in front of a guest as this
may make the guest feel
uncomfortable
Accept gratuity graciously, thank the
guest, and put gratuity away
immediately upon receipt
Report gratuities to the supervisor, if
required

MODULE 3
GUEST RELATION

LESSON 1: WORKPLACE
COMMUNICATION
FORMS OF NON-VERBAL
COMMUNICATION

Body language
Eye contact
Hand signals
Tone of voice
Distance between speaker and listener

EFFECTIVE COMMUNICATION

Speak clearly
Make eye contact
Avoid using industry jargon with guests
Listen attentively

Ask questions to ensure understanding

Communicate appropriately with foreignlanguage speaking guests
Communicate clearly while on the phone
and in person
Be aware of languages spoken by other
staff members, in case translation is
required

IMPORTANCE

Helps to avoid misunderstanding

Allows excellent guest service
Allows information shared (verbally, nonverbally, or in writing) to be understood
by all parties
Recognizes proper use of non-verbal
communication

NON-VERBAL COMMUNICATIONS
Non-verbal communications is made up messages
transmitted by our facial expressions and the way we
move.
Our body language and our attitude are important
when we are communicating with guests. You should:

Always make eye contact with the guest and smile

Use a pleasant tone of voice

Use hand gestures that accord with what you say

Maintain a distance that shows that you are listening

attentively to the guest without being too close or too
far away

EFFECTIVE COMMUNICATION
Effective communication includes several
skills and techniques that must be
acquired.

Clearly express yourself

Think before speaking
Use proper grammar
Use a pleasant tone and in your normal voice
Be polite, concise and precise
Avoid using industry jargon

Listen well

Listen attentively without interrupting

the speaker
Show you are listening by nodding your
head and smiling

Understand well

Before answering, get all the necessary

information by asking questions to make
sure you understand

Foreign language speaking guests

Speak more clearly and slowly

Speak at normal volume, do not shout
Use appropriate gestures
Offer pen and paper, if necessary
Seek assistance for translation

Guests with special needs

Face hearing-challenged guests and use normal

tone and level of voice
Offer pen and paper to hearing-challenged
guests
Use your hand to attract the attention of
hearing-challenged guests
Notify guests when approaching or leaving them
Guide visually-challenged guests in their room
by giving them a description of the furnishing
and features; allow them to take you arm

Note:

Always take the time to listen to what the guest

is saying before answering.
Use your hand to guide people rather than
pointing with your finger; its more polite
Be aware and have the ability to adapt to guest
from other cultures. In some cases, you should
not look people in the eye because it makes
them feel unease.
A distance of approximately one meter between
you and the person you are speaking with is
generally appropriate.

LESSON 2: RESPOND TO GUESTS

INQUIRIES
PROVIDE INFORMATION ABOUT PROPERTY

Be informed about facilities and services in

property
Identify facilities and services in property
Know the names and titles of managers and
supervisors in property
Know telephone extension numbers for main
departments
Answer guests questions

IMPORTANCE

Allows higher level of service

Makes guests stay more pleasant
Promotes propertys services
Promotes role of ambassador for the
property
Increases revenue in property

PROVIDE INFORMATION ABOUT

COMMUNITY

Keep up to date with community events

Identify facilities, services, attractions,
and events in the area
Answer guests questions

IMPORTANCE

Promotes community services

Allows higher level of service
Makes guests stay more pleasant
Increases revenue in community
Promotes role as ambassador for the
area

INFORMATION RELATED TO THE PROPERTY

Guests regard the propertys services and
facilities as a way to benefit from a higher
level of services and to make their stay
more pleasant.
You should know the propertys services
and facilities in detail, so that you can
inform guests about:

The
The
The
Fire

types of rooms available

types of services offered
hours of operation of services and facilities
exits, etc.

You should also know:

The names and telephone extension numbers of the

managers and supervisors

The telephone extension numbers for the main

departments. E.g., housekeeping, maintenance, front
desk, security, etc.
In order to inform guests, you must first obtain this
information by:

Attending staff meetings

Asking co-workers and supervisors

Checking floor plans and visiting various facilities

Reading memos and brochures that describe your

property

INFORMATION ABOUT THE COMMUNITY

Know about facilities, services, attractions,
and events in your propertys area so that
you can inform guests. This includes things
such as:

Shops
Churches
Banks and automatic tellers
Medical facilities

Police stations
Public transportations
Tourism information centers

Keep up to date with community

events by:

Consulting recent tourist brochures

Listen to the radio
Read newspapers, etc.

Whether answering questions about your

facility or your region, if you are unsure,
refer the guest to other resources, e.g. front
desk, concierge, folders, and brochures.
Note:

If you cannot answer the question, know whom

to ask
When you respond to a guest, you become the
spokesperson for your property or your region.
Unless you are asked, dont give your opinion on
the quality of a service or an activity.

LESSON 3:
ROOM AND PROPERTY FEATURES
DEMONSTRATE USE OF GUEST ROOM FEATURES

Know the location of guest room features

Learn how to operate features

Explain use of guest room features to guest when

necessary
IMPORTANCE

Helps guests to feel more comfortable

Identifies problems with room features

Allows guests preferences to be accommodated, e.g.,

room temperature

LEND AND RETRIEVE PROPERTYS

EQUIPMENT

Determine availability of requested item

Obtain them
Deliver item to room
Pick up item promptly when notified
Check item to ensure that it is clean and in
working order
Return item to storage area
Record return of item
Inform supervisor of requested items that are
unavailable

IMPORTANCE

Allows use of available items

Discourages theft

Reduces chances of accusations of theft

ROOM FEATURES
In order to ensure guest comfort and satisfaction, you
should know the LOCATION of room features and HOW
TO OPERATE them, including:

Equipment, e.g., television, clock radio, mini-bar,

coffee maker, computer access

Control, .e. g., lights, thermostat, air conditioner

Special features, e.g., fireplace, voice messaging

system, video, express check-out

In order to respond to guests inquiries about room

features, make sure YOU KNOW HOW TO OPERATE
THEM. Ask you co-workers or supervisor TO SHOW
YOU HOW TO OPERATE FEATURES, if necessary.
EQUIPMENT LENDING
When lending the propertys equipment:

Determine availability of the requested item, e.g.,

blow dryer

Obtain the item and record information about it, the

room number, and the date

Check the cleanliness of the item and working

condition

Deliver the item to the room and ask guest to call for
pick up when item is no longer needed

When equipment is returned:

Pick up item promptly when notified

Check the cleanliness of the item and working
condition
Return item to storage area
Record return of item

It is important to inform the supervisor

about any items that are not available or
that are defective so that these items can
be acquired or replaced. This ensures
better response to the needs of future
guests.

Note:

Put yourself in the shoes of the guests.

They are not familiar with the controls
and accessories that you handle every
day. Respond to their inquiries
respectfully and politely.
Following procedures avoids loss and
theft of equipment and protects guests
and staff from unfounded accusations of
theft.

LESSON 4: HANDLING GUEST

COMPLAINTS
HANDLE COMPLAINTS PROPERLY

Identify common guest complaints

Respond to complaint
Follow up, if possible
Inform supervisor about the complaint,
orally or in writing as soon as possible

IMPORTANCE

Increases guests satisfaction

Improves quality of service
Decreases reoccurrences of same or similar
problems

HANDLING GUEST COMPLAINTS

To minimize problems from happening
again, you should be able to IDENTIFY
GUEST COMPLAINTS in order to correct
them and improve the quality of service.

Handling guest complaints requires:

Emphatic Listening (listening from the

guests point of view)
Acknowledgement
Treating the problem, not the symptoms
Compensating the guest
Follow up
Soliciting guest feedback

Guests may have different kinds of

complaints such as:

Cleanliness, e.g., hair in tub, smoke odor in nonsmoking room

Equipment, e.g., defective air conditioning,
malfunctioning room key access
Supplies, e.g. towels are torn, not enough
pillows
Propertys facilities and services, e.g., noisy
elevator, no pool or business center

In HANDLING GUEST COMPLAINTS, you

should:
Stay calm

The more you remain calm and in control of the

situation, the better chance you have to calm
the guest

Listen with concern

Give the guest your undivided attention.

Maintain eye contact and avoid interruptions

Empathize

Being sorry lets guests know how you feel.

Showing EMPATHY tells guests you know how
they feel.
To empathize, be sensitive to the problems
guests have experienced and communicate this
understanding to them.
Be aware of the guests self-esteem. Address
them by their names and take the complaint
seriously.

Apologize for the problem

Some problems obviously call for an

apology.
Apologies may make them feel better
even when you disagree with guests.

Ask questions and be prepared to

take notes

Learning as many details as you can

about a problem will help you determine
the best solution. Taking notes
documents the problem if it is
complicated and saves time if someone
else needs to get involved.
Asking questions and writing down the
details is reassuring to guests.

Offer solutions

Tell the guest what you can do and, if

possible, suggest several options.
Dont make promise you cant fulfill or
which exceeds your authority.
Involve the guest in solving the problem.
This makes guest more likely to accept
and feel satisfied with the solution.

Act on the problem

Follow your propertys procedures and do

exactly what you promised the guest.
Tell the guest how long it will take to
resolve the problem. Be specific, and
dont underestimate the amount of time
needed.

Monitor progress

If another employee or department is involved,

stay in touch with them and make sure the
problem gets corrected.
Inform the guest if there are any unforeseen
delays.

Follow up

If you feel it wont disturb the guest, check back

to make sure that he or she is satisfied once the
problem has been corrected.
Guest appreciates this extra attention, because
of your effort, they will probably forget any
negative feelings they may have had earlier.

Note:

Guest satisfaction is the most important

thing. When a guest complains, do not
make excuses. If you can solve the
problem, do so, otherwise, give the job
to the person responsible. Tell the guest
the name of the person who will look
after his/ her complaint.
Your property may have a house policy
regarding guest complaints. Find out
what it is and follow it.

LESSON 5: GUESTS PRIVACY

PROTECT GUESTS PRIVACY

Keep matters seen or heard in guests rooms

confidential
Do not answer telephone in guests rooms, or
use telephone for personal calls
Refer requests for information about guests to
front desk
Keep room assignment sheet out of sight to
avoid displaying guest names and room numbers
to others
Be quiet in hallways and other public areas

IMPORTANCE

Allows guests to feel comfortable and

safe
Encourages guests privacy to be
respected

PROTECTING GUEST PRIVACY

Guest should always feel comfortable
and safe on the property. Guests
expect peace and quiet and privacy.

To protect guests privacy:

Keep matters seen or heard in guest

rooms confidential
Do not answer telephone in guests
rooms, or use telephone for personal
calls
Refer requests for information about
guests to front desk

Keep room assignment sheet out of sight to

avoid displaying guest names and room numbers
to others
Be quiet in hallways and other public areas
Hold conversation away from occupied rooms

Note:

Your work brings you into contact with guests

private lives. It is important for you to be
discreet. Guests will appreciate you discretion
and it will increase their satisfaction.

ACTIVITY 1

Let the students do the following

facial expression:

Angry
Surprised
Afraid
Sad
Happy

ACTIVITY 2

Let the students perform do the

following gestures:

Stop
Follow me
Pointing a direction
Yes/No answer
I dont know

ACTIVITY 3

Let the students do a role play on

demonstrating the following:
Explaining the use of guestroom
features

Television and remote control

Water heater

lending propertys equipment

Hair dryer

ACTIVITY 4

Let the students do a role play on

giving information about the hotel
and/or community

GCIC
Bonifacio Global City

ACTIVITY 5

Let the students do a role play on handling

guest complaints
SCENARIO:

A GUEST COUPLE CANNOT FIND THE ITEM THEY

PLACED INSIDE THE DRAWER OF THE DRESSER.
THE GUESTS WERE VERY FURIOUS. THEY
CLAIMED THAT THE ITEM WAS IN THE DRESSER
WHEN THEY LEFT THE ROOM. HOW WILL YOU
HANDLE THE SITUATION? SHOW IT IN A ROLE
PLAY:

MODULE 4
DEFINITION OF INDUSTRY TERMS

LESSON: DEFINE INDUSTRY TERMS

INDUSTRY TERMS
To understand to industry terms
IMPORTANCE
Allows effective communication
between workers and with guests

ADJOINING (ADJACENT) ROOMS are rooms

that are side by side
AMENITIES are items placed in guest room
at no extra cost for convenience and
comfort, e.g., shoeshine kit, robe, hair dryer
A.M. REPORT is a morning room status
report to verify vacant rooms
BACK-OF-HOUSE are areas of property to
which only staff have access, e.g., laundry,
kitchen

BLOCKED ROOM(S), RESERVED ROOM(S)

are rooms or group of rooms reserved for
particular guest or group
CHECK-IN TIME is the time at which guest
rooms are available for occupancy
CHECK-OUT ROOMS (vacant/dirty) are
rooms that needs cleaning after guests has
checked out
CHECK-OUT TIME is the time by which guest
must leave accommodation in order to avoid
additional charge for overstaying

COMP (complimentary/re-invite) is a room

given to guest for free
CONNECTING ROOMS are two or more
rooms with private connecting doors that
allow access between rooms without going
to the hallway
DAY RATE (use rate) is a rate charged for
day room, usually half of regular time.
DAY ROOM is a room used for only part of
the day

DICREPANCY is a room status recorded at

the front desk is different than room status
recorded with housekeeping
DO-NOT-DISTURB POLICY is a policy
relating to how issues are dealt with so that
guests are not disturbed
DND is do not disturb
EARLY ARRIVAL is a guest who arrives
before posted check-in time

EARLY CHECK-OUT (early departure) is a

guest who checks out before the original
scheduled departure date or time
EARLY DEPARTURE is early check out
FRONT OF HOUSE is any area of the
property to which guests have access, e.g.,
lobby, restaurant
GRATUITY (tips) is a token of appreciation
received from guest for service
HIGH SEASON is the time of year when
tourist traffic is highest

HOSPITALITY ROOM is a room used for

entertaining
LINEN ROOM (linen closet) is a locked room
in which supplies required for cleaning
rooms are store, holds par stock.
LONG STAY is a person who stays in
property for long period of time
LOW SEASON is the time of year when
tourist traffic is lowest
MOD is manager-on-duty (duty manager)

NIGHT LOCK security lock that can only be

used from inside the room; prevents access
to room for cleaning
NO SERVICE is a guest who does not require
that room be cleaned
NO-SHOW is a reservation that has not been
cancelled or used by guest
NOT-SLEPT-IN (sleep out) is a room that is
paid for and has luggage present, but has
not been slept in.
OCCUPIED/CLEAN is a stay-over room that
has been cleaned

OCCUPIED/DIRTY is a stay-over room that

needs cleaning.
OUT OF-ORDER (out-of-service) room is
room not available for guests because it
needs maintenance or is being renovated.
PARLOR (salon) is a living or sitting room
that may be used as bedroom
PARLOR ROOM is a public washroom in
property
PAR STOCK is a standard amount of
inventory that must be on hand to support
daily housekeeping duties.

P.M. REPORT is a complete room status

report for all rooms
PRIORITY ROOM (rush room) is a room that
needs to be cleaned by specific time
PROPERTY is a place for accommodation,
such as hotel, motel, inn or resort
RE-CHECK (tidy up) is a room needing
minimal cleaning
REGULAR RATE (rack rate) is posted rate
charged for room

RESERVED ROOM/S are blocked rooms

ROOM STATUS is a code or description
showing occupancy and condition of room,
e.g., occupied, vacant/clean,
vacant/dirty/out-of-order
RUSH ROOM is a priority room
SALON is a parlor
SHOW ROOM is a room set aside for sales
or management to show to possible clients

SHUTTLE SERVICE is transportation

provided to and from property, e.g., from
property to airport
SKIPPER/SKIP is a guest who leaves
property without paying
SLEEP-OUT is not-slept-in
STAY-OVER is guest who stays for more
than one night
SUITE is a large room with separate living
and sleeping areas; name according to
facilities included, e.g., junior, executive,
one bedroom

TIDY is re-check
TIP is gratuity
TOUR is a pre-planned program of travel
that includes one or more components, e.g.,
transportation, accommodation, sightseeing,
meals
TOURISM are activities of persons traveling
to and staying in places outside their usual
environment, for not more than 12
consecutive months, for leisure, business
and other purposes.

TURN-DOWN SERVICE is a special

service provided in evening in
occupied rooms, e.g., turning down or
removing bedspread
UNEXPECTED CHECK-OUT is a guest
who leaves before stated departure
date
USE RATE is day rate

VACANT/CLEAN (vacant room) is a

room which is clean and ready to sell
VACANT/DIRTY is check-out room
VACANT ROOM is vacant/clean
VIP is very important person

MODULE 5
SAFETY AND SECURITY

LESSON 1: SAFETY PROCEDURES

WORK SAFELY

Wear proper clothing

Be familiar with appliances and
equipment before using them
Use electrical appliances and equipment
carefully
Do not clean appliances and equipment
that are not your responsibility

Watch your step

Use step stool or step ladder when
reaching for high objects
Protect your back from injury
Bend knees to pick up objects on the
ground
Watch for hazardous items when
cleaning
Be careful when handling garbage

Lock garbage and linen chutes after use

Check temperature of water before use
Do not leave cleaning supplies and
unsafe areas

Cover all open wounds with bandage

Do not run on the floors or stairs
Push the cart with two hands from
proper end

Do not overstock carts

Try not to favor one side of the body
when performing tasks
Pivot and move your body instead of
overstretching your arms when
vacuuming
Do not put more pressure than
necessary on hand when cleaning with
cloths or sponges

IMPORTANCE

Reduces risk of injuries to employees,

employers, and guests
Reduces financial losses resulting from workrelated injuries

WORKING SAFELY

To work safely you must use common sense and

follow safety guidelines
To ensure on-the-job safety, you should:
Wear proper clothing such as non-slip, closed-toe
shoes, and avoid wearing hazardous items such
as dangling jewelry

Be familiar with appliances and equipment

before using them
Use electrical appliances and equipment
carefully:

Ensure lamp turned off or unplugged before

changing the bulb

Hold plug, not cord, when unplugging

equipment
Not clean appliances and equipment that are not
your responsibility, e.g., sprinklers should be
cleaned by maintenance
Watch your step, particularly when you are
cleaning tiles around bathtub, carrying supplies,
or moving furniture

Use a step stool or step ladder when

reaching for high objects.
Protect your back from injury:

Observe safe lifting practices

Dont overreach; instead move body closer
to object
When replacing the shower curtain take the
necessary measures to avoid injury
Change comforters safely

Bend knees not back when picking-up

objects on the ground

Watch for hazardous items, e.g., razor blades,

scissors, needles, broken glass, syringes when
cleaning and handle them appropriately:

Use heavy-duty gloves for heavy work and to

dispose of contaminated items

Select proper type and size of gloves for activity

Place hazardous items in designated containers

Be careful when handling garbage never place
your hand inside the garbage container

Lock garbage and linen chutes after use

Check temperature of water before use
Not leave cleaning supplies unattended
on cart
Report to supervisor all injuries, no
matter how small, and areas that are
unsafe, e.g., wet floor

Cover all open wounds with a bandage

and change the bandage regularly
Not run on the floors or stairs
Push the cart with two hands from the
proper end ( never pull carts)
Not overstock carts

Try not to favor one side of the body when

performing tasks
Pivot and move your body instead of
overstretching your arms when vacuuming
Not put more pressure than necessary on
hand when cleaning with a cloth
Note:
Prevention is the key to safety at work.
Always be aware of potentially hazardous
situations.

LESSON 2:

EMERGENCY PROCEDURES

IDENTIFY FIRE SAFETY INFORMATION

Identify common causes of fire in guest rooms
Describe common classification of fire
Describe PASS system for using fire
extinguishers

RESPOND TO EMERGENCY SITUATIONS

Be prepared for emergencies

Be prepared in case of fire
Be prepared in case of injury or illness of guest
or co-worker
Be prepared in case of death at property

IMPORTANCE

Shows commitment to safety and security

Allows better control of emergency situations
Helps emergency personnel deal with emergency
situations

FIRE SAFETY

Be familiar with important fire safety information

concerning the causes of fire, the classification
of fire, and the PASS system for using fire
extinguishers

CAUSES OF FIRE IN GUEST ROOMS

are:

Improper disposal of cigarettes and

ashes
Faulty electrical wiring
Improper use of electrical equipment or
appliances
Improper use of candles

CLASSIFICATION OF FIRE

CLASS A-ordinary combustibles. e.g..

cloth, wood, paper
CLASS B-flammable liquids, e.g., paints,
cleaners
CLASS C-live electrical wiring
CLASS D-combustible metal, e.g.,
magnesium

PASS system for using fire

extinguishers

P Pull pin or active extinguishers

according to manufacturers instruction
A Aim extinguishers at the base of fire
S Squeeze trigger or release retardant
following manufacturers instructions
S Sweep from side to side

RESPONDING TO EMERGENCY SITUATIONS

Various situations can arise and you should be

able to respond in the event of fire, injury, illness
or death.

In an EMERGENCY, you should:

Identify the emergency telephone number, e.g.,

911. 117
Identify in-house emergency information:

Locations of emergency exits and evacuation

routes

Location of evacuation information

Participate in the fire drill

Identify locations of emergency

facilities and equipment, for example:
First aid kits
Fire extinguishers
Fire alarms
Circuit breakers

Identify procedures for using fire

extinguishers and follow certain
guidelines:

Do not attempt to control or extinguish big

or spreading fires
Use appropriate extinguishers for the type
of fire
Use PASS system
Record use of extinguisher in logbook and
report to supervisor, regardless of the
amount used.

In case of FIRE, you should

Treat all fire alarms as real as fire

situations
Stay calm
Identify the location of the fire
Sound the alarm
Inform telephone operator or front desk
immediately of the situation

Do not place yourself in danger

Clear hallways of obstructions, e.g., carts
Do not use the elevators
Help guests to leave through the fire
exits
Do not re-enter the fire zone

In case of INJURY or ILLNESS of

guest or co-worker, you should:

Stay calm
Inform telephone operator or front desk
immediately of the situation
Stay with the person until help arrives
Do not move the injured person
Never dispense any medication

Provide information for the incident

report, e.g., time, date, type of injury,
action taken
Protect the privacy of the injured/ill
person and dont talk about the
incident with guests or co-workers

In case of DEATH, you should:

Stay calm
Dont talk about the incident with
guests or co-workers
Inform your supervisor, the front
desk, or the telephone operator
immediately of the situation

If the body is in the guest room:

Dont touch anything in the room unless

you are permission to do so
Close and lock the door

Comply with medical or police requirements

Provide details for the incident report
Note:
If you will STAY CALM, you will be able to
respond more effectively and safely during
emergency situations.

LESSON 3: SECURITY PROCEDURES

FOLLOW SECURITY PROTOCOL

Identify security problem

Stay calm
Take appropriate action
Dont discuss security matters with other
guests or co-workers

IMPORTANCE

Provide information for incident report

Protect employees, guests and property
Creates climate of security and wellbeing for staff and guests

PROVIDE SECURITY IN GUEST ROOMS

Lock the connecting doors between
guest rooms when they are not
occupied by the same party

Close and lock windows and

balcony/patio doors
Check if peep holes in doors are not
obstructed
Never give guests room numbers to
other parties

Never tell guests which rooms are

vacant and occupied

Never show rooms to guests

Never open the door to a guest
without verifying the guests
identification

When cleaning guest rooms:

Leave door open and place cart in front

of guest room door to create a partial
barrier, or
Ensure door is closed and room being
serviced sign is on door

If a guest wishes to enter the room while

you are cleaning, request the guests
name and picture identification, and
ensure the guests key opens the door
Report to your supervisor or to the front
desk a do not disturb sign on a door
after check-out time

Follow guidelines for key security

Lock guest room doors when leaving,
even if only momentarily

IMPORTANCE

Protects employees, guests and property

Creates climate of security and wellbeing for staff and guests

SECURITY PROCEDURES
Security procedures are important
because they help to protect the
property and ensure the safety of its
employees and guests. To respond in
accordance with security protocol and
contribute to a climate of security and
well being, you should:

Identify the security problem, for

example:

Power failure
Theft
Vandalism
Fight
Harassment
loiterers

Stay calm
Take appropriate action:

Never put yourself at risk

Dont try to handle situations by yourself
Report immediately any verbal, physical, or
other threats, e.g., criminal, sexual
Speak politely when dealing with disruptive
guests; dont be rude or argumentative,
regardless of mood or mannerisms of guest

Immediately leave guests room if situation

poses risk or makes you uncomfortable
Contact security personnel, your supervisor,
or the front desk and provide details about
security problem, e.g., location, nature of
the problem

Not discuss security matters with other

guest or co-workers

Provide information for the incident

report, for example:
Details of the situation
Guests name and telephone
number
Date and time
Action taken

PROVIDING SECURITY IN GUEST ROOMS

Having access to guests rooms, you have the
responsibility for ensuring their security by
following these rules:
Lock the connecting doors between rooms
when they are not occupied by the same party
Close and lock windows and balcony/patio
doors
Check if peep holes in doors are not
obstructed

Never give guests room number to other

parties; refer them to the front desk
Never tell guests which rooms are vacant
or occupied:
Never show rooms to guests; refer them
to the front desk
Never open room door for guest without
verifying guests identification

When cleaning guest rooms, leave the

door open and place your cart in front of
guest room door to create a partial
barrier, or ensure the door is closed and
the room being serviced sign is on the
door
If a guest wishes to enter the room while
you are cleaning, request the guests
name and picture identification, and
ensure the guests key opens the door

Report to your supervisor or to the front desk a

do not disturb sign on a door after check-out
time
Follow guidelines for key security:

Follow sign-in and sign-out procedures

Keep master keys with you at all times

Do not leave keys unattended or on carts

Keep keys out of sight

Lock guest room doors when leaving, even if
only momentarily and ensure that door locks
properly.

LESSON 4:ROOM STATUS REPORT

Identify discrepancies
Report to supervisor or switchboard/front
desk if unable to clean room or if any
discrepancies are found
Complete p.m. report
IMPORTANCE
Helps management know how many guests
are staying at property
Increases guest security and safety, e.g. in
case of fire

REPORTING DISCREPANCIES

Reporting discrepancies in room status helps

management know how many guests staying at
property which is important to ensure safety and
respond in an emergency situation. As the room
attendant you should:
Identify discrepancies, for example:

Rooms occupied when they should be vacant

Rooms that should be occupied but are not

Report to supervisor or switchboard/front des if

unable to clean room or if discrepancies are found

Complete p.m. report

Room Status Report/ Housekeepers Report

The room status report is a document that
confirms the occupancy of rooms in a given
shift. The floor supervisor checks the status
of each room and prepares the report to be
sent to the front office. The front desk clerk
will make verification should there be any
discrepancies in the room occupancies.
This procedure is done to ensure accurate
billing and there is no loss of revenue and
to avoid mistakes in recording room
occupancies

The room status report is basically a

list of room numbers which the floor
supervisor indicates the occupancy
status by prescribed
occupancy status codes. The codes
may vary from hotel to hotel but the
basic information and intention is the
same.

LESSON 5: HANDLING LOST AND FOUND ITEMS

Wrap and bag item and label it
Take found items to housekeeping department
Do not contact guests regarding found items
IMPORTANCE
Increases chances of lost items being returned
to owners
Increases awareness that found items belong
to guests
Helps to protect against accusations of theft

HANDLING LOST AND FOUND ITEMS

Lost and Found is the term used in hotel for those

articles left by guests or misplaced in the hotel. The
hotel is obliged to protect such items and return them
to the guests.

When you find an item, you should:

Wrap or bag the item and label it, recording:

Type of item

Name of finder

Location found, including room number, if applicable

date

take found items to housekeeping

depart, e.g. , at breaks:

inform supervisor immediately when

valuable items are found, e.g., expensive
jewelry, large amounts of cash,
passports, airline tickets, credit cards

do not contact guests regarding found

items

LOST AND FOUND PROCEDURE

1. When the item is found by the
housekeeping staff, it must be immediately
reported to the supervisor.
2. The supervisor immediately informs the
control desk attendant
3. The control desk attendant will verify with
the front desk if the guests is still in the
hotel so that the item will be returned
immediately to the guests.

4.

5.

The lobby manager will also be

inform in case somebody looks for
the said item.
If the guest is not available, the
control desk attendant fills the
Lost and Found Slip.

6.

The original of the slip is attached to

the article while the duplicate copy is
kept in a Lost and Found Register
which again records details including
the description of the items.

7.

The executive housekeeper obtains

the forwarding address of the guest
from the front office who would have
the information in the registration
card. If the guests name is not
known then housekeeping would
have to wait for the guest to claim it.

8.

The executive housekeeper will call

or write to the guest to either claim it
or give further instructions. It is
preferable to write to have a record.
If there is no immediate response
from the guest, the housekeeper will
send a written reminder.

9.

If the guest returns to claim it,

he/she would have to furnish details
of the article before it is handed to
him or her. The guests signature is
taken in on the Lost and Found Slip
in
acknowledgement
of
having
received the same.

10.

If the item has to be mailed to the

forwarding address, as instructed by
the guest, the item should be sent
under registered post or courier with
the charges made known to the
guest and claimed from him/her cash
on delivery.

11.

If the guest does not claim the item in

spite of reminders, the item is kept for a
specific
period
as
prescribed
by
management (usually 6 months) and
either awarded to the finder or auctioned
to housekeeping staff. In such case, the
housekeeper will issue a gate pass to the
employee for the security, so that she can
take the item out of the hotel.

MODULE 6
PREPARING FOR WORK

LESSON 1:WORK SHIFT

BEGIN AND END SHIFT SYSTEMATICALLY
Begin the shift
End the shift
IMPORTANCE
Decreases loss of keys/key cards
Increases productivity
Encourages consistency and organization

THE SHIFT
At the beginning of the shift, you should:
Sign in by using the punch clock or filling in
the time sheet
Sign out the required keys/key cards
Pick up the room assignment sheet and
check for special assignments and requests
Pick up necessary supplies to clean rooms

At the end of the shift, you should:

Return the room assignment sheet
after having logged any maintenance
that has not been attended to and
any discrepancies
Return unused supplies
Sign in the keys/key cards

Sign in lost and found items

Sign out by using the punch clock or
filling in the time sheet
Check the schedule before leaving for
changes and assignment
Note:
By working systematically, your work
will be more consistent, more
effective, and better organized.

LESSON 2:HOUSEKEEPERS TROLLEY

PREPARE THE TROLLEY
Keep trolley and caddy clean and tidy
Place supplies in designated areas on
trolley
Do not overload trolley
Ensure adequate supplies are on the trolley
Restock trolley at the end of the shift

IMPORTANCE
Allows better organization
Helps to ensure that adequate
supplies will be on hand

THE HOUSEKEEPERS TROLLEY

The housekeepers
trolley is a cart
meant to stock a
given number of
linen, supplies and
equipment to
service an allotted
number of rooms.

Each room attendant, after receiving

her room assignment, should check
her supplies against a standard
checklist to avoid needless trips. The
room attendant is responsible for the
condition, cleanliness and appearance
of the trolley.

To do your cleaning properly, your cart

should contain sufficient quantities of
everything you need.
To work effectively and efficiently and to
be well organized, you should:
Keep your trolley and caddy clean
and tidy

Place supplies in designated areas on

cart, for example:

Stack linens, paper supplies, and glasses

so that they can be pulled out easily
Stack items that are used often at front
of the cart

Not overload trolley

Ensure adequate supplies are on the
trolley and in caddy, e.g., consider
number of rooms to be cleaned and
determine supplies needed.
Restock trolley and caddy at the end
of shift, in order to prepare for the
next day or shift:

Load supplies in
accordance with
establishment standards

Top shelf- guestroom

amenities and
cleaning chemicals

2nd and 3rd shelfbathroom

towels/linens

Bottom shelf bed

linens

Left side- cleaning

tools & equipment

Dispose of soiled linen, garbage bags,

recyclables in appropriate areas

ARRANGEMENT OF ITEMS
The lower shelf of the trolley is used to
carry heavier items like mattress
protectors, bed sheets, and night spreads.
The middle shelves contain pillow slips and
bath linen.
Linen will include

These items should be arranged and

stacked neatly; lighter items should
be placed on top of heavier ones.
The top shelf should be arranged with
the following guest supplies:

Cleaning equipments are placed below the

trash bag of the trolley:
Feather duster
Dust pan
Mop
Sponges
Carpet sweeper
Vacuum cleaner
Toilet caddy
Toilet brush

Note:
Dont overload the trolley as supplies
may be damaged and dirtied if they
fall.
Always keep your keys on you and
not on your cart

LESSON 3:LINEN STORAGE

STOCK LINEN ROOM
Sort and store linens and toiletries
Ensure par stock of supplies
Keep linen room orderly and clean
Note and report missing or damaged linens
or supplies
Turn off light and lock door when leaving

IMPORTANCE
Allows better organization
Helps to ensure that adequate
supplies are available

THE LINEN ROOM

It is important for the linen room to
be well-stocked, but it should also be
kept in order so that supplies can be
found quickly. To properly organize
the linen room, you should:

Sort and store linens by type and size:

Sheets (twin, double, queen, king
special sizes, e.g., crib size)
Pillowcases (standard, queen, king)
Bed pads
Bed spreads

Sort and store amenities

Ensure par stock of supplies, for
example:

Bath robes
Shower curtains
Paper tissues
Toilet paper
Hangers

Pillows
Blankets
Garbage cans
Garbage bags
Vacuum cleaner bags

Keep linen room orderly and clean

Note and report missing or damaged
linens or supplies
Turn off the light and lock the door
when leaving

LESSON 4:CLEANING PRODUCTS AND TOOLS

USE CLEANING PRODUCT AND TOOLS
Use product properly
Be sure that cleaning tools are in good
condition before use
Vacuum cleaner
Step ladder
Toilet brush

Push mop (dry dust mop)

Duster
Other brushes
Buckets
Rags and sponges
Gloves
Foam nozzle and spray nozzle bottles

IMPORTANCE
Allows rooms to be cleaned thoroughly
and to property standard
Decreases waste
Increase safety and well-being of
guests and co-workers
Increases life of facilities and
equipment
Helps to prevent damage to surfaces

USING CLEANING PRODUCTS AND TOOLS

CORRECTLY
You employ specialized tools and products
to do your work; you should know how to
use them properly.
When using CLEANING PRODUCTS, it is
best to FOLLOW INSTRUCTIONS, not only
for safety reasons but also to DECREASE
WASTE.
When using cleaning tools, you should be
sure they are in good condition before
using them

In using the VACUUM CLEANER correctly, you

should:
Check the bag and filters daily and clean or
replace them, as required
Check the cord for tangling and plug for
loose connections
Handle the vacuum cleaner carefully to
prevent damage, e.g. unplug it by pulling
the plug and not the cord
Use even strokes to cover the entire area

Start vacuuming at the furthest point

from exit
Move light furniture and vacuum
beneath it
Avoid hitting furniture and
baseboards, this could cause damage
Look for and pick up small items
(e.g., bottle caps, pins) with your
hands not the vacuum cleaner

Use the appropriate attachments for

surfaces, for example

Crevice tools for ledges, corers, and

furniture corners
Small brush for furniture, upholstery,
and drapes
Floor brush for hard-surfaced floor
Power nozzle for carpets; be sure to
adjust the height to the carpet pile

Clean the vacuum cleaner

Wipe hose and power nozzle
Remove dust balls, strings, and hairs
from attachments
Report problems to the maintenance
department

In using the STEP LADDER properly, you

should:
Place it on a level, stable surface
Open it and lock it into position
Move the step ladder closer to objects
rather than extending your reach

In using the TOILET BRUSH properly,

you should:
Use it only on the side of the toilet
bowl, swish it around the bowl, and
make sure that the upper rim of the
bowl is clean
Clean it after use by soaking it in
disinfectant, then store it in the caddy

In using the PUSH MOP (DRY DUST

MOP) properly, you should:
Use it for dusting hard-surfaced
floors, e.g., tile, linoleum, hardwood
Clean the mop head by washing or
vacuuming it

In using the FLOOR MOP (WET MOP)

properly, you should:
Use it for washing interior floors
Clean it after use by soaking it in
disinfectant and squeezing out the
excess water, then hang it to dry

In using the DUSTER properly, you

should:
Use it to dust
Cover the area with strokes in one
direction
Clean it after use, e.g., vacuum off
duster

OTHER BRUSHES OR BROOMS may be

used depending on the work to be
done and the surfaces to be cleaned.
It is best to use:
Small brushes for hard-to-reach
places, e.g., hinges, telephone
Utility brushes for floors
Small whisk brushes/brooms for
sweeping outside areas

In using BUCKETS properly, you should:

Label the buckets and use for
specified duties only
Check that water temperature is not
too hot
Dont overfill, e.g., rinse, disinfect,
and dry

In using RAGS AND SPONGES properly,

you should:
Use a clean, damp rag for dusting
Have separate sponges/rags for
cleaning bathrooms
Frequently rinse and squeeze out
sponges/rags during use
Clean them after use, e.g., rinse,
disinfect, and dry

In using GLOVES properly, you should:

Use the appropriate gloves for the
various tasks, for example:

Disposable gloves for stripping

Heavy duty gloves for toilets
Industrial-strength gloves for handling
hazardous materials such as needles

Wash and disinfect reusable gloves

after each use

In using FOAM NOZZLE and SPRAY NOZZLE

BOTTLES properly, you should:
Use them only for product authorized by
property.
Note:
Room attendants are responsible for taking
safety precautions in order to prevent
workplace accidents such as being pricked
by needles.

It is important to store vacuum cleaners

properly to avoid tripping on cords.
Improperly stored vacuum cleaners
increase risk of workplace accidents
Correctly using cleaning products and tools
enables you to work effectively and safely
Types of gloves used are determined by
activity.
Remember to use gloves. They may seem
cumbersome, but they are essential to
prevent injuries and ensure your
protection.

MODULE 7
CLEAN GUEST ROOMS

ACTIVITY 1
Watch this video clip and note/write
down the mistakes (you think) made
the room attendant.

ENTER AND CLEAN GUEST ROOMS

LESSON 1:
ENTER AND CLEAN
GUEST ROOMS
ENTER GUESTROOMS
Check room assignment sheet
Check door to see whether guest is
ready to have room made up

Knock on door with knuckles

Announce self wait for a moment
Call supervisor with problems
Contact supervisor if unable to enter
all assigned rooms

IMPORTANCE
Confirms status of rooms
Allows early reporting of serious
breaks or missing items
Respects guest privacy

CLEAN GUEST ROOMS

Turn on lights
Check for luggage
Remove dirty and loaned items
Dispose of garbage carefully
Disinfect garbage cans
Make beds

Clean bathrooms
Dust and check functioning of room
features
Disinfect telephone and ice buckets
Look for items left by guest
Check furniture for damage

Notify supervisor if furniture or items

are missing
If extra furniture is in room, return it
to proper place
Check any equipment that does not
seem to have been used by guests

Check walls, carpets, windows and

doors
Replenish amenities
Vacuum
Follow house policy for stay-over
rooms

IMPORTANCE
Reflects overall cleanliness of
property
Identifies damage and/or needed
repairs
May reveal items left by guests in
check-out rooms
Increases appeal of rooms

ENTERING GUESROOMS
The propertys guests expect to enjoy
a certain of privacy. They know you
have to clean the room, but they
dont want to be disturbed while they
are in the room. By following proper
procedures, you will protect guests
privacy and avoid embarrassing
situations.

Before entering a guest room, you

should:
Check the assignment sheet to
confirm room number and determine
room status
Note any special requests and the
guests name, if it is provided.

In entering the room, you should:

Check door to see if guest is ready to room
made up.
Knock on the door with your knuckles-not
with the keys- wait a moment and knock
again if there is no answer
Announce yourself (e.g., HOUSEKEEPING)
and wait a moment. Your next move
depend on the situation:

1.

IF GUEST ANSWERS, say, Good

Morning/Afternoon Maam/Sir, Sorry
to disturb you. This is housekeeping.
When would you like me to make up
your room? if the guest would like
the room made up later, record the
time when room should be cleaned.

2. IF NO GUEST ANSWERS.

Unlock the door and open it carefully in

case the chain lock is in use. Contact your
supervisor if there is no sign of the guest
and the door is chain locked.

Enter the room slowly and say

HOUSEKEEPING

If the guest is in the room, but does not

respond ( e.g., asleep or in the shower), leave
the room

If the guest is not in the room, place

cleaning supplies and the vacuum
cleaner in the room where they will
not be tripped over, place the cart in
front of the guest room door to create
a partial barrier or keep the door shut
and with the room being serviced
sign on the door

You should call the supervisor if

there are any problems, e.g., room
discrepancy, damage to room, or
illegal activities. If it is impossible to
enter all the assigned rooms, you
should contact your supervisor. Try to
help another room attendant while
waiting

CLEANING GUESTROOMS
By proceeding systematically, you
work will be more consistent and
more effective. You will maintain the
quality of your work and the rooms
will be cleaned based on propertys
standards

In cleaning guestrooms, you should:

Turn the lights on
Check for luggage; treat found
luggage as other found items
Remove dirty item and ensure that:

No guest belongings are in the soiled

linens
The cart is not overloaded with soiled
linen

Remove loaned items if the guest has

checked out or if informed that the
guest is finished with the items
Dispose of garbage carefully:

Recycle items according to house policy

Empty ash trays in designated containers
Place syringes, broken glasses, and
sharp objects in designated containers

Disinfect garbage cans and replace garbage

bags
Make beds
Clean bathroom/s
Dust and check functioning of guestroom
amenities:

Fix problems if possible, e.g., replace burnt out

light bulb
Report problems to appropriate departments,
and report leaks immediately

Disinfect telephone and ice buckets

Look for items left by guest under the
bed and in drawers. If you find
anything, you should:

Wrap/bag and label lost and found items

Inform your supervisor immediately
when valuable items are found

Check furniture for damage, e.g.,

holes, tears, burns, or stains in
upholstery, drapes or carpet
Notify supervisor and indicate on
room assignment sheet if any
furniture or item are missing
If there is extra furniture in the room,
return it to its proper place, request
assistance if required.

Check any equipment that does not seen to

have been used by guests, e.g., second
bed, coffee maker, sofa bed, iron, extra
pillows and blankets. Clean as necessary.
Check walls, carpets, windows and doors:

Spot clean, if necessary

Report areas that need major cleaning to
supervisor

Replenish amenities
Vacuum:

The floor and under furniture

Base boards
Upholstered furniture
Other areas, e.g., ceiling corners,
window sill

For stay-over rooms, you should:

Follow house policy when:

Adjusting the air-conditioning unit

Moving guests personal belongings
Removing glassware and cups
Straightening furniture that guests have
moved
Not open drawers

Leave cots and cribs in the room

Remove only items found in the garbage
can
Offer to return later if guest return before
cleaning is complete.
Note:
Use the circular cleaning method. By
moving your cloth a little with each circle,
you will clean entire area without missing
part of the surface

LESSON 2:
MAINTAIN GUEST ROOM
STANDARDS
PROVIDE TURN-DOWN / EVENING SERVICE
Provide turn-down service according to
house policy
Take care of special request
IMPORTANCE
Makes guests feel important
Increase comfort
Enhances propertys image
Allows opportunity to refresh rooms

ENSURE THAT GUESTROOM IS IN ORDER

Ensure proper placement of furniture and
accessories
Display printed materials neatly according
to house policy
Ensure that window are locked, electrical
items are turned off, the room is
deodorized, and temperature is comfortable

Set two-way switches for lights

Check bathroom to be sure it is clean
and presented properly
Check room from door way
Check doors
Report that room is ready as per
house policy

IMPORTANCE
Gives positive impression of the room
Allows rooms to be presented
consistently
Reflects propertys of service

TURN-DOWN/ EVENING SERVICE

The turn-down service can make a
difference to a guests opinion of the
propertys quality of service. In order
to increase guests comfort:
Provide turn-down service according
to house policy, for example:

Turn-down bed covers

Fresh bathrooms

Turn on lights
Close curtains
Turn on radio to designated station
Fill the ice bucket

Take care of any special request

according to house policy

KEEPING GUEST ROOM IN ORDER

In hotels, normally the bulk of room
cleaning should have been done in
the morning shift. The exception
would be rooms 'with the 'do not
disturb' sign. Some rooms are
occupied by late night / early morning
arrivals by international flights

All rooms therefore require an

evening service which mostly,
involves preparing the room for the
guest to sleep comfortable for the
night and it should be done prior to
the guest retiring for the night. In this
service, the bed is made for night, the
room is cleared and soiled bath linen
is replaced. Night service is carried
out in the following way:

Knock at the door and enter the

room as per the procedure
mentioned earlier.
Switch on the lights and ensure that
all the light fixtures are working.
Draw the heavy curtains.
Hang guest clothes if lying around

Take off the bedcover, fold neatly and store

in the wardrobe, either in the topmost
shelf or in the lowermost shelf
Fold one corner of the blanket to enable
the guest to slide in to the bed.
Place the breakfast knob order card along
with a chocolate / cookies / sweet as
prescribed by the management on the
pillow.

Remove soiled glasses and bottles if

any. Replenish fresh glasses and fill
in the water flask with drinking water.
Empty and clean ashtrays and waste
paper baskets.
Replace soiled linen - bed and bath if
required.
Replenish missing toiletries and other
supplies.

Set temperature control as directed.

Turn out all the lights except the
night lamp/ passage light as
prescribed by the management.
Before leaving the room, give a final
glance then lock the door properly,
and proceed to the next room.

In keeping guest room in order, you

should:

Ensure proper placement of furniture and

accessories, for example

Drapes and blinds

Lamp shade seams are facing nearest wall
Pictures are straight
Cushion zippers are not showing

Display printed materials neatly

according to house policy
Ensure that:

Window are locked

Electrical items are turned off
Room is well deodorized
Room temperature is comfortable

Set two-way switches for lights

Check bathroom to be sure it is clean and
presented properly
Before leaving the room, check the room from
the doorway and ask yourself:

Has everything been done to meet propertys

standards?
Is everything clean?
Is everything working?
Have all supplies been replenished?
Does the air smell fresh?

Take a last look around and ensure that:

Door to connecting room is locked, if applicable

Entry door has no finger marks
Peep hole is installed properly and securely
Entry door is locked before going on to the next
room

Finally, report that room is ready as per

house policy.

LESSON 3:

MAKE UP BEDS

MAKE BEDS
Strip the bed
Make the bed
Change or remove cots and cribs or
call for removal

IMPORTANCE
Increases guest comforts
Encourages neat appearance of beds
Saves time
Helps to prevent injury
Prevents contamination of linens

MAKING BEDS
As with other cleaning task, you
should work systematically when
stripping and making beds. Before
doing anything else, you should make
sure there are no personal belongings
on the bed or sheets.

In STRIPPING THE BED, you should

remove:

Comforter and blankets

Check the cleanliness and condition and
replace them if they are soiled or torn
Place them on furniture- never place
them on the floor.

Pillow cases

Put them on the sheets

Check the cleanliness and condition of
the pillows and replace them if they are
soiled or torn
Place the pillow on the furniture with the
comforters and blankets

Bed sheets

The sheets should be folded in ward without

shaking them
Keep soiled sheets away from your body and
clean linens
Soiled sheets should be immediately placed in
the designated place; do not place soiled sheets
on the furniture or on the floor
Wet, stained, or torn linens should be placed in a
plastic bag and transferred to the laundry as
soon as possible

Once the comforter, blankets, sheets,

and pillowcases have been removed
you should:

Check the bed pad and the bed skirt and

replace them if they are soiled or
damaged
Check the mattress and report to your
supervisor immediately if it is soiled or
damaged

In MAKING THE BED, you should:

Ensure the bed pad is properly
installed
Get fresh linen in the appropriate size
from the cart

Center the bottom sheet with seam

facing the mattress:

Ensure tags are at the foot of the bed

Check the sheet for hair, tears or stains
and replace it, if necessary

Tuck in corners using square/hospital

corners (miter). Check house policy
to determine which corners should be
tucked in:

Tuck in sheet along side of bed so

that it is smooth and snug

Spread top sheet over mattress so

that top of sheet touches headboard
ensuring that seams face upward

Spread the blanket over the top

sheet:

Leave 10 to 20 cm (4-8 in) between top

of blanket and headboard e.g., five finger
spread.
Ensure seams face downward
Ensure tags are at the foot of the bed

If triple sheeting is used, spread the

third sheet over the blanket tucking
top of sheet under top of blanket

Fold the first sheet back over blanket

at head board without folding blanket

Tuck top sheet and blanket in

together at bottom/foot of bed using
hospital/square corners (miter).

Tuck in sheets and blanket along side

of the bed as required by house
policy

Smooth out wrinkles to ensure bed

has a smooth appearance
Ensure that the bed skirt is hanging
properly and has a neat appearance

Put pillowcases on the pillow and :

Ensure pillows are entirely covered

Fluff pillows and place them evenly at
the head of the bed.

Center the bedspread or comforter on

bed:

Fold bedspread back from headboard

with enough length to cover pillows
Place pillow on bed spreads

Fold the bedspread or comforter over

the pillows and tuck and smooth
evenly without disturbing the sheets
and pillows
For other types of bed, you should
change or remove cots and cribs, or
call for removal.

PREPARE ROOMS FOR GUEST

LESSON 4:CLEAN
BATHROOMS
CLEAN BATHROOMS
Turn on lights
Put on gloves, e.g.,
disposable or rubber
gloves
Use only cleaning rags or
cloth designated for use
in bathrooms

Remove dirty linens and used

amenities
Follow house policy when tidying
guests personal items
Disinfect garbage cans

Spray or sponge disinfectant in sink,

bathtub, tub enclosure, and toilet
Clean rubber bath mat, if applicable
Clean sink and vanity mirror

Clean the shower

Clean the bathtub
Remove gloves
Put on appropriate gloves and clean
the toilet

Spot clean walls, ceiling, light fixtures

and bulbs
Wash both sides of door, door knobs and
robe hooks
Replenish bathroom towels, amenities
and glasses

Replace toilet paper roll, end

should be on top and folded.
Clean the floor
Check the bathroom
Report deficiencies
Turn off the lights

IMPORTANCE
Minimizes the spread of bacteria
Shows the overall cleanliness of
property
Identifies damage and/or needed
repairs

CLEANING BATHROOMS
Bathroom cleanliness is extremely
important to guests. In their eyes,
this aspect, more than any other,
reflects the propertys standard of
quality and cleanliness. You should
therefore try to clean bathrooms
perfectly.

When you enter a bathroom, turn on

the lights, and put on disposable or
rubber gloves.
A few basic rules should be followed
before starting to clean:
Use only cleaning rags designated for
use in bathrooms

Remove dirty linen and used

amenities and place them in the
appropriate areas
Follow house policy when tidying
guests personal items

Bathrooms require several cleaning

task. You must work methodically and
thoroughly. You should:
Disinfect the garbage cans
Spray or sponge disinfectant in the
sink, bathtub, bathtub enclosure, and
toilet

Clean the rubber bath mat, if

applicable:

Run a small amount of hot water into the

tub and add disinfectant
Place the rubber mat upside down in the
hot water and leave it to soak
Scrub, rinse and wipe the mat

Clean the sink and vanity mirror:

Check drain for hair
Wash the sink, taps and vanity mirror and
wipe to a shine

Wipe light fixtures, switches, switch

plates and accessories, e.g., hair dryer,
and check to ensure working order.
Wipe the towel racks, the toilet paper
holder and the tissue holder
Clean visible pipes-wipe, dry and shine

Clean shower:

Wash, disinfect, and dry the shower

curtain and liner or the doors and track:

Replace, if necessary
Make sure the shower curtain hangs neatly

Wipe and shine

the walls, curtain
rod, floor, shower
head, and soap
holder
Remove hair from
drain
Turn the shower
head towards the
wall

Clean bathtub:
Ensure the shower
switch is off
Clean, wipe, dry and
shine the tiles, tub,
soap holder and
fixture
Remove hair from
drain
Ensure tub drain is
open and working

When these first

cleaning tasks are
finished, you
should remove the
disposable gloves
and put on a new
pair of gloves
(preferably heavy
duty gloves) to
clean the toilet.
You should then:

Clean and disinfect the toilet bowl

with a toilet bowl brush and
disinfectant
Wash the exterior of the bowl, back of
the bowl, tank, and pipes with
disinfectant and put the rags or
sponges aside:

Do not use them on other surfaces

Scrub and disinfect

all hinges and
surrounding areas
using a small brush
and disinfectant
Wash, disinfect and
dry the toilet seat
and lid
Disinfect the gloves
and remove them

After cleaning the toilet, you should:

Spot clean walls, ceiling, light fixtures
and bulbs
Dust surfaces fan vents
Wash both sides of doors, door
knobs, and robe hooks

Replenish towels,
amenities, and
glassware:

Display amenities
neatly with labels
facing forward
Ensure that towels
are neatly folded
and properly placed
Ensure that there is
extra toilet paper
and paper tissues

Place toilet paper roll on the paper

dispenser. End should be on top and folded
Clean the floor:

Sweep or vacuum
Wash the floor with disinfectant using a clean
rag or sponge
Be attentive to corners, around the toilet and
behind doors
Wipe the baseboards
Wipe the floor dry

Inspect bathroom to ensure that:

The counter top is tidy

No hairs are left, e.g., in the bath or
behind the door

Report deficiencies
Turn off the lights

CLEANING AND MAINTAINING PUBLIC

AREAS
STORING AND MAINTAINING CLEANI
NG EQUIPMENT AND MATERIALS
GUESTROOM CLEANING PROCEDURE

MODULE 8
CLEAN PUBLIC AREAS

LESSON 1: SELECT AND HANDLE

CLEANING EQUIPMENT AND MATERIALS
SELECTING AND HANDLING CLEANING
EQUIPMENT AND MATERIALS
The surfaces you will be required to clean
may include:

Front Steps
Glass
Tiled surfaces
Floors/floor coverings
Wood
Fabric

Cleaning Equipment will include:

Caution/Hazard Warning Signs
Protective Clothing, e.g., gloves
Garbage bags
Buckets and mops for cleaning and
drying floors
Brooms for sweeping floors

Janitors trolley for transporting cleaning

supplies
Vacuum cleaners for cleaning carpet,
rugs, hard floors, fabric covered furniture
and curtains
Cloths/rags for dusting, wiping and
polishing surfaces
Floor polishers/buffers for hard floor
surfaces

Cleaning Materials/Chemicals includes:

Detergents for cleaning floors
Furniture polish
Glass and window cleaner
Metal polish
Sanitizers
Deodorizers

If incorrect materials are used:

It may cause hazard
It is likely that surfaces will not be cleaned
properly
Surfaces will have to be cleaned again
using the correct chemical which will cause
wastes of time and chemicals (money)
It may damage the surfaces
It may cause unpleasant odor
Poor image for the property

CLEANING EQUIPMENT AND MATE

RIALS
CORRECT HANDLING OF CLEANIN
G EQUIPMENT AND MATERIALS

LESSON 2: CLEAN PUBLIC AREAS

CLEAN PUBLIC AREAS

LESSON 3: STORE AND MAINTAIN CLEANING

EQUIPMENT AND MATERIALS
STORE AND MAINTAIN CLEANING EQUIPMENT AND
MATERIALS
The following equipment and materials should be stored
and maintained properly:

sponge/cloth

brush/broom

squeegee/mop

vacuum cleaner

polisher/buffer

trolley

chemicals

IMPORTANCE

To prevent accidents

To prevent injuries to oneself and fellow staff

members

To prevent contamination and spread of bacteria /

germs

Daily work routine will improve

Stock takes will be made easier

Inventory control & ordering will be made easier

Maintenance will be completed more efficiently

STORING AND MAINTAINING

CLEANING EQUIPMENT AND
MATERIALS
CORRECT STORAGE OF CLEANING
EQUIPMENT AND MATERIALS

TIPS OF CORRECT STORAGE PRACTICES

Hooks / clips must be used to hang up
items such as brooms & mops
Storeroom must have a lockable door
There must be good ventilation
Sufficient lighting must be present
Chemicals must be labeled & stored away
from other materials
Chemicals must NEVER be stored/kept in
old drink bottles (e.g. Gatorade bottles)

Chemicals must be stored away from direct sunlight

or heat.
Chemicals dispensers with taps should have a drip
tray to prevent accidents from spillages
If chemicals are diluted, they must be color coded to
make identification easier
Rubbish must not be allowed to build up in storeroom,
clean daily
Items must not be stored on the ground, store on
shelves but not too high up. Chemicals, by law, must
not be stored on the floor.

Use a ladder when reaching items

from shelves
Clean shelves and floors regularly
Always store items in the correct
place as specified by organizational
procedures
Only authorized staff should have
access to the storeroom

Keys to the storeroom should be kept

by an authorized person, such as the
supervisor or housekeeper, and
signed in and out according to
procedures.
All issues of stocks and supplies
should be recorded by the authorized
person, to keep track of stock levels
and to make stock takes easier.

TIPS ON MAINTAINING CLEANING

EQUIPMENT AND MATERIALS
Regular cleaning and service checks
are important this will keep the
equipment in good working order
Rinse and sanitise mops, brooms,
cloths, scourers, etc. after every use.
This prevents the spreading of germs

Hang up equipment to air dry

Throw away scourers and mop heads
if they show excessive signs of wear
and tear. Worn equipment cannot
clean effectively and hygienically.
Scourers used in kitchens should be
replaced regularly since they shed
wires which can land up in food

Always have enough back-up stock to

prevent running short and causing guest
unhappiness!
Storerooms must always be dry, especially
where electrical equipment is being kept
Check the cords and connections of
electrical equipment for any damage and
replace old or damaged ones immediately

Question 1
Why should cleaning equipment and
material storerooms be kept secured from
unauthorised access in terms of safety and
cost?
Question 2
Explain the importance of maintaining
cleaning equipment in good working order
and the interrelationship with guest
satisfaction

Question 3
List the different types of cleaning
equipment and materials and explain their
purposes.
Why is it important to use the correct
cleaning materials specific to their purpose?
Question 4
Explain the importance of storing cleaning
equipment and materials correctly after use

Question 5
Why must protective clothing be
worn?
List possible accidents that may occur
to oneself or ones clothing when not
wearing protective clothing.
Question 6
Why is it important to keep public
areas clean?

ASSIGNMENT
Valet/ Butler Service Procedures
Laundry Service Procedures
5 laundering equipment and usage
procedure of each
Procedure on Stain Removal

BRING THE FOLLOWING

September 23,2011 (Friday)
Shoe Polishing (individual)

1 pair of black leather shoes

Shoe shine cream/wax
Shoe conditioner
Rag/chamois (tuyong basahan)
Shoe buffer/ brush

Garment mending/repair

1 Needle
1 roll of thread
2 Buttons
Piece of cloth ( handkerchief size)

Packing and unpacking of luggage

2
2
2
1

t shirts
polo shirts
pants
small traveling bag

September 30,2011
Laundering guest clothes

5 white garments
5 colored garments

MODULE 10
LAUNDRY

The principles of laundering is:

1. Removal of dirt and stains from the
linen articles
2. Restoring linen articles to their
original appearance as far as
possible.

A good laundry facility ensures the

following:
careful handling of linen articles while
laundering
correct processing and use of a
suitable laundry agent
while materials are kept white,
excessive bleach is not used

proper counting and records

maintained to avoid shortages of
linen
speedy operations to meet with
operational requirements
sound policies regarding damages or
loss.

A commercial or off-premises
laundry refers to laundering activities
performed outside the establishment i.e.
given on a contract basis to specialists in
the field. In a rare circumstance, the
laundry is contracted and on-premises. An
on-site or on-premises laundry, however,
refers to laundering activities carried on
within the establishment by staff employed
by the hotel

Advantages of On-premises Laundry

Time taken for laundering is reduced
because transportation is eliminated
Linen is readily available especially in the
case of emergency requirements
Control over the wash process and the
laundry agents used making the wear and
tear on linen comparatively much lesser.
Pilferage is reduced
The par stock required is reduced
Revenue is earned from guest laundry

Disadvantages of On-premises Laundry

Cost of equipment and its maintenance is
fairly high
Related expenses like printing of forms,
employee
taxes, water taxes, energy costs and
insurance are high
More staff who are technically qualified and
adequate space is required
Must be justified by an adequate amount of
linen.

THE
LAUNDERING
PROCESS

Collection & Transportation

Collection of linen may be done in
the Linen Room, if the laundry is offsite but is usually in the laundry itself,
if the laundry is on-premises

Arrival
On arrival, linen must be dealt with as quickly as
possible to ensure fast turn around time for linen.
There must be a separate section for guest
laundry.

Marking:
Marking may be temporary (guest laundry) or
permanent (monogramming of hotel linen). For
guest laundry initials of the guest as well as the
room number helps provides a clear
identification and helps correct billing.

Sorting
Sorting is carried out according to the type of
fabric and item, color and type of soil.
Sorting is done to separate those articles
that need dry cleaning from those that will
go through the normal wash process. Those
that need mending or stain removal must
be separated so that they can be dealt with
accordingly

Weighing
Weighing is carried out to conform
to the capacity of the washing
machine and to avoid overloading.
Repeated overloading can cause the
machine to breakdown. Under loading
will lead to wastage of detergents and
water, both cold and hot.

Loading
Loading is often done manually or
with a certain degree of full or partial
automation. Machines may be top
loading, front loading or side loading.

Washing
This process is designed to perform
three basic functions:
removal of soil / dirt
suspension of soil
discharge of the soil from the
machine to the drain

In the wash process, the following factors

must be considered:
i) Setting Length of Wash Cycle
If the cycle is too short, the linen will not be
cleaned properly and sufficiently. I f the
cycle is too long, there will be unnecessary
wear and tear and the clothes may actually
become dirtier as a result of re-deposition
of soil.

ii) Temperature of Water

For hot water washing, if the
temperature of water is too high, it is
likely to damage the linen. If the
temperature is inadequate, the
chemicals will not work effectively.

iii) Water Level

Incorrect dip levels can alter the
concentration of the laundry agents
rendering them ineffective. In case of
a gentle action, the water level is
usually higher forming a protective
envelope to the delicate linen.

iv) Type and Amount of Detergent a n d the Time of

Dispensing
This is also a crucial factor that affects the quality of
wash deciding which laundry agent should be used is
dependent on the nature of the fabric being washed.
Too little detergent will result in an incomplete
cleaning process. And too much may remain as a
residue on the cloth after the rinse cycle is complete.
It is important that the laundry agent is introduced
into the wash cycle at the appropriate time for best
results.

v) Mechanical Agitation
This refers to the centrifugal action brought
about by the movement of the drum that
causes friction between the linen articles
and is radically affected by overloading or
Under loading as it affects the speed of the
drum. Modern machinery often operates on
sensors, which are capable of gauging and
maintaining optimum conditions for a
specific load.

vi) Rinsing
Once the wash cycle is completed, rinsing is
carried out at least twice. The purpose of
this stage is to:
remove residue of laundry agents,
remove suspended dirt,
lower the temperature of the wash load by
the use of using cold water
A running rinse with an open drain is more
effective but a larger volume of water is
utilized.

vii) Hydro-Extraction
Is the removal of excess moisture
through centrifugal action and is
equivalent to wringing in hand
washing. Draining must precede
hydro-extraction and hydro-extraction
must precede tumble drying.

Unloading
Transferring washed linen from the Hydro-extractor to
the Tumble Dryer is normally done manually. It may
be done by an automated system where the cheese
is unloaded onto a conveyor belt that will transport
the linen to the next set of operations.

Tumble Drying:
This process is capable of rendering the linen
completely dry by blowing hot air ranging between
40 C and 60 C onto the articles. For articles that are
susceptible to damage by heat, there is the option of
simply air drying by circulating air at room
temperature.

Finishing
For those articles that require a
pressed finish, ironing and pressing
are usual. Articles like blankets,
towels, candlewick , bedspreads,
hosiery, etc. that do not require a
pressed finish are only tumble-dried.

Folding
Can be done by machine but in most
cases is carried out completely
manually. Employees in this area are
the one ones who reject stained or
damaged linen. Correct folding is
important to the appearance of the
article and makes it convenient to
store and use.

Airing
This is essential prior to storage,
especially if the articles are to be
stored in closed shelves. It ensures
that any moisture that is likely to
cause mildew will be got rid of.

Storage
Should be properly done in a well-designed
storage space. Linen should be allowed a
rest period to recuperate before it is used
again. As a general rule, at any given time,
approximately 50% of the total linen
inventory should be on the shelves, 25% in
use and 25% in processing. The storage
area must be isolated from the soiled linen
and kept clean.

Distribution
The linen is issued to the unit /
department for use and is usually
done by linen trolleys.

WASHING MACHINE
A washing machine, or
washer, is a machine
designed to clean
laundry, such as
clothing, towels and
sheets. The term is
mostly applied only to
machines that use
water as the primary
cleaning solution, as
opposed to dry
cleaning

Wash Cycle
A complete wash cycle is composed of
various stages and the time taken is
approx. 40 to 50 minutes. It has been
proven that quick wash cycles using large
volume of water broken down into the
following sequence is most effective.
Flush Suds Bleach Rinse Sour & Soft
Extract

Additional Stages in the Wash

Cycle:
These are essential where there is a
specific type of soiled or the articles
are heavily soiled:
Soak Break Carryover Suds
(Intermediate Rinse) Intermediate
Extract Starch (Sizing)

Tunnel Washers
These are also called
batch washers or
continuous washers and
are in effect a series of
inter-connected washers.
Each bath is in a
different cylinder and the
load moves from one
cylinder to the next.
Computerized systems
automatically adjust the
time, temperature and
chemicals to be used, so
that each batch receives
the required treatment

Tumble Dryer
Dryers are machines that dry
laundry by tumbling it slowly in
a perforated drum exposed to
hot air ranging from 40C to
60C in low capacity dryers and
going right up to 85C in an
industrial dryer. There are
programs for delicate articles
with low or no heat. Dryers may
operate on gas, electricity or
steam. For speedy drying and
less wrinkling the volume of the
dryer should be 25% more than
the washer-extractor. Most
dryers have a microprocessor
computer control system.

Finishing Equipments
For those articles that require a
pressed finish there are many
finishing equipment.

Flatwork Ironer / Roller Iron / Calender:

Is used for flatwork i.e. items like sheets,
pillowcases, tablecloths, serviettes, aprons, sarees,
etc. The items are passed through heated rollers for
ironing.

Press:
Press is used for fine
pressing of Flat Linen
like Table covers,
Pillow covers, Napkins,
Kitchen linen, Staff
uniforms. They are
special presses to
perform specific
functions and
operation can be on
electricity or steam.

Puffer or Suzie
For coats and articles that do not crease heavily. The
articles are put onto a dummy that is inflated with
steam to remove creases and then with hot air to
remove the moisture created by the steam.
Tunnel Dryer
Clothes are hung on conveyor belts that pass through a
tunnel. Hot air blowing in the tunnel, renders the
articles completely dry by the time they exit. It is a
fully automated process that also transfers the linen to
the next area of activity.
Cabinet Dryer or Drying Room
Is a chamber where low-crease garments are
suspended on hangers and steam or hot air is
circulated through the cabinet.

LAUNDRY AGENTS
Water by itself is ineffective as a cleaning
agent, due to a phenomenon known as
surface tension. It although removes
water-soluble dirt, it has little effect on oils
and grease. Addition of a detergent allows
the water to penetrate, wetting the
garment thoroughly so that soil is more
accessible and its easy removal.

Detergents
Classification of detergents:
Synthetic / active detergent
Built-soap detergent
Enzyme-action detergent.
Suspending Agent
The role of the suspending agent in
cleaning is to hold the dirt in suspension
and prevent it from re-depositing onto the
surface of the clothing. The suspending
agent is carboxyl methyl cellulose

Sequestering Agent
These act along with the suspending agents
to hold dirt in suspension. They assist by
holding a greater amount of dirt in
suspension thereby reducing the likelihood
of re-deposition. They also have the
additional ability to dissolve lime salts that
are responsible for temporary hardness in
water. Sodium polyphosphates are used as
sequestering agents.

Other Laundering Agents - Alkali

Alkalis used in the wash process include: Washing
soda, Sodium phosphate, Sodium hydroxide, Sodium
metasilicate etc. The role of the alkali in the wash
process:

Bleaches: These are used on white articles only.

They remove coloring matter by their oxidizing or
reducing action. If not in liquid form, they should be
dissolved in hot water and added. The bleaches
commonly used in the laundry process are sodium
perborate and sodium hypochlorite.

Antichlors: These are agents used to neutralize the

residual chlorine in the bleach, particularly in the case
of polyesters. The use of chlorinated bleaches has a
tendency to leave yellow deposits on the clothing.

Sour: This is used only in industrial

laundering in the final rinse, to neutralize
any alkaline soap residues that may be
present.
Optical Brightener / Whitener: This is
an optical brightener / whitener, which is in
fact a very fine blue colored liquid dye,
which gets bleached in the course of time.
Starch: This is a stiffening agent used to
impart a better crease and appearance to
the fabric.

Fabric Conditioner and their Role in

Laundering:
A fabric conditioner or softener has surface
active agents like a detergent but they do
not perform the function of cleaning. Fabric
conditioners are based on cationic surfaceactive agents, carrying a positive charge
and creates anti-static properties. A fabric
conditioner is never used on loads where
starch or sizing will be used.

HOW TO REMOVE STAINS

HOW TO IRON A SHIRT