CHAPTER 3 AND 4 HPC 211

Hotel House Rules

Hotels follow different approaches in giving the best service they can provide

for their guests. Hotel house rules are designed to instill discipline among hotel staff,

thereby ensuring guest satisfaction in terms of comfort, safety, and security. Well-

mannered staff is an assets of the hotel as they can help build hotel guests

contentment and trust. Every guest coming and checking in wants security thus

providing security is one of the most important duties of a hotel.

Entry into a Guest Room

One of the responsibilities of a housekeeper is to clean the room of the guest.

In entering a guest’s room, most hotels have a mandatory two – knock, three-

announcement rule. Housekeeping must knock using the knuckles of his hand and

say “housekeeping”. Upon entering the room, the housekeeper again announces

“housekeeping” in case the guest did not hear him or her from outside the room. If

the door is locked from the inside and there is no response from the guest, wait for

about 24 hours. If after which there is still no response from the guest, the

housekeeper must inform his supervisor about the incident and the supervisor will

report to the security who will confirm the guest safety.

Another thing that housekeepers must remember is they have to follow the

guest floor rules for safekeeping at all times to build guests trust and satisfaction. If

the “Do not disturb” sign hangs for a long time, the housekeeper should inform the

supervisor so that any necessary further action may be taken. Housekeepers are only

allowed to enter guest room while on duty. To avoid untoward incident from

happening, they are not allowed to enter room that they are not officially assigned.
 Cleaning

Another function of housekeepers in hotels is to make sure that the

room of a guest is clean and in order. To able to do this, they are expected to complete

a series of cleaning and sanitizing procedure. Examples of tasks housekeepers are

expected to perform are changing of lines and toiletries, cleaning the floors, dusting

surfaces, and cleaning the bathrooms, of guest rooms assigned to them.

Gifts and Tipping

Hotels enforce rules on receiving gifts or tips from guest. Some hotels

require to their housekeepers to ask a note coming from the guest just in a case they

are given a gift. Housekeepers are also required to surrender to their supervisor

anything they found in a room together with a note indicating the room number and

the item found. This is done to help the guest recover forgotten items. Guest’s

personal items should also be respected by not touching them or moving them

anywhere. All hotels allow guests to give tips as appreciation for quality service but

housekeepers should not solicit tips or negotiate the amount with guests.

Lost and found

Lost and found items after a guest’s departure must be reported

immediately to the floor supervisor. It is the duty of the floor supervisor to check

whether the guests still around or not. If the guest is no longer around, the floor

supervisor will follow the lost and found procedure.

Below are hotels rules for lost and founds items.

Perishable items – are lost and found items under food like fruits, chocolates,
 can goods, etc. After three days if the owner will not call or come back to

claim the items, it will be given to the housekeeper who finds the items. This

is what they call “finders keepers” rule.

Non- perishable items – are lost and founds items under non - food such as

umbrella, shoes, bags, clothes, etc. these items are only given one month for

the owner to claim. If left unclaimed, the items again will be given to the

employee who found it.

Valuables – are lost and found items such as cash, gadgets, and jewelry. Items

considered as valuables are given one year to be claimed by the owner. If left

unclaimed, the hotel management will decide on what to do with unclaimed

items

: Prepare Rooms for Guests (RG)

: Prepare Rooms for Guests (RG)

CLEANING TOOLS FOR ROOM SERVICING

Below are tools, equipment, and materials used in cleaning room:

Cleaning Tools

Duster

Dustpans

Mops

Brooms

Brushes

Bucket or pails

Garbage pins

Caddy basket
 Squeegee

Cleaning Equipment for Room Servicing

Chamber’s maid trolley

Wet and dry vacuum cleaner

Scrubber and polisher

Upholstery cleaner

Cleaning Materials and Chemicals Agents

All purpose spray

Disinfectant

Cream cleaner

Bleach

Detergent

Polish

Glass cleaner

Abrasives

Polishing cloth

THE MAID’S CART OR TROLLEY

Maid’s cart is very important in housekeeping. It is like a giant tool box where

all the supplies needed are placed during room service. It should have enough

space to carry all the supplies needed by a room attendant in a specific shift.

The wheels should also be easy to move and maneuver as the cart contains

large amount of supplies.

There are three deep shelves in a maid’s cart. The lower shelves are for stocking

linens while the top shelf is used for stocking supplies. Heavier linens are placed

on the lowermost shelf while the lighter ones are on the top shelf. The cart contains
two bags: one for collecting soiled linens and other one for collecting garbage. It

has a storage space for vacuum cleaner and a hand container or caddy. The

top of the cart is designed to have partitions for amenities and guest room

brochures. It also contains a locked box for storing guest room keys.

Items placed on the maid’s cart are determined based on the room category,

guest amenities, and the size of the cart. Below is the standard number of linens

usually placed in the maid’s cart.

Linen Par Stock

Bedsheets 2 per bed

Bedspread 1 per bed

Face towels 1 per guest

Pillow cases 2 per bed

Bath mats 1 per bathroom

Mattress protector Limited number

Hand towels 1 per guest

Setting Up Maid’s Cart or Trolley with Cleaning Materials

There are standard to be followed in setting up a trolley or maid’s cart. For

instance, bed sheets should be placed in one shelf, towel in another shelf, and

bathroom amenities should be in a separate self. There should be a garbage bag

in one corner of maid’s cart with lid and another bag on the other end for storing
 soiled linens.

Common supplies loaded on the maid’s cart are shampoo, moisturizer,

mouthwash, foam bath, shower cap, detergent, toilet rolls, tissue box, soap dish,

disposal bag, bath towel, and towel, face towel, bath mat, bed spread, and

pillow covers.
 PERSONNEL IN THE HOUSEKEEPING DEPARTMENT

The duties and responsibilities of all the personnel in a housekeeping department differ

from each other but there is one common denominator in all functions- ensuring guest’s safety,

security, and satisfaction. We all know that no hotel can exist without the patronage of its

guests, and it is also true that only reason for the existence of the staff is to provide service for

their guest’s comfort and convenience. Thus, all personnel in a housekeeping department

must not only assemble as a team, but should work as a coordinated group of people

cooperating or working together for a common a goal, that is to create a satisfied guest

The executive housekeeper is the head of the housekeeping and serves several

responsibilities that include: managing the housekeeping team; translating all hotel policies,

procedures, and standards into housekeeping operations; and ensuring all resources are

effectively utilized.

Hotel provides 24 hours’ service. An assistant housekeeper is the head of a given shift and

is responsible in managing the resources provided by the executive housekeeper to achieve

its goal of cleanliness, maintenance, and attractiveness of the hotel during a given shift. It is

also his or her responsibility to translate into practices all the housekeeping supervisors and

executive housekeepers, an assistant housekeeper will take over.

Floor supervisors are responsible in checking the cleanliness and maintenance of guest

rooms on allotted floors for quality assurance. They are also responsible in controlling the

housekeeping personnel which compose of room attendants and housemen. They are also

responsible in controlling the material assets of the floor

 Such as bed and bath linen, guest and room amenities, and cleaning equipment and

detergents. They who supervise the changing of floor linens with the assistance of laundry

department and ensure their proper storage in the floor pantry. They also give feedback to

the front desk office of the availability of guest rooms in each shift for occupancy.

Housekeeping control desk is considered as the main communication center of the

housekeeping department. A control desk supervisor has a very important role to play that is to

ensure the communication with housekeeping personnel is coordinated to all staff of hotel. The

major responsibility of a control desk supervisor is to coordinate with the maintenance

department to make sure that all maintenance request are attended to and done.

The public area supervisors is responsible to ensuring that all the public area attendants

or housemen are doing their job in maintaining the cleanliness, orderliness, and upkeep of the

aesthetic image of all public areas in the hotel like the lobby, hallways, banquets space, and

public restroom.

Linen room supervisor is responsible in coordinating the exchange of soiled linen for clean

ones. He or she is also the custodian of all linens used and the one responsible for the

maintenance and proper storage of linens to minimize loss. The line room supervisor for the

supply of clean linens.

Laundry supervisor is responsible for ensuring that laundry attendants are doing their job,

washing, drying, folding, and pressing items properly.

 The major responsibilities of a uniform room supervisor include keeping all uniforms in safe

conditions and to issue laundered uniforms to hotel staff.

Room attendants are also called chambermaids since mostly women are employed for

the job. They serve as the eyes and ears of the security team to report any untoward incidents.

Room attendants also make sure that the privacy of all their guest are not invaded.

Laundry and linen room attendants are responsible for laundering linens, towels, napkins,

aprons, uniforms, and any other items.

Tailors or upholsterers Tailor is employed on site to mend uniforms, linens, and upholstery or

repurpose ripped linens into aprons and rags.

. (Urbiztondo, Laarni A. & Basbas, Leonora D. (2016)

Occupational Health and Safety (OHS) in Hotel Housekeeping

Housekeeping is a physically demanding job. It is called such because it is

classified as “moderately heavy” to “heavy” work. Most of the time, a housekeeper

carries out varied tasks like sweeping, scrubbing, vacuuming, mopping, dusting,

cleaning, and lifting. In an addition to these, they also responsible for delivering beds to

guest rooms and replenishing toiletry supplies.

There are risks associated with this kind of work. The health of the worker, might be
at stake, and there is a possibility of injury or worst, death. The most common injury that

might happen because of the nature of the job is called repetitive motion injuries (RMIs).

Heavy physical workload and excessive bodily motions can cause back injury while

forceful upper limb motion in awkward positions can cause or shoulder and arm injuries.

Personnel in housekeeping department work eight hours a day and they perform

various task are very demanding to the body. Below are hazards associated with work

that might cause injury to the body.

Walking Twisting

Standing Crouching

Stooping Lifting

Squatting Pushing

Kneeling

Stretching

Reaching

Reducing the work related risk to injury or danger is a big challenge since the

housekeeper works in a very unique place where it is designed to provide comfort t0

the guest rather than the worker. However, there are solutions that would help reduce

the risk or injury to the body. Below are tips on how to reduce injury to the body.

Safety Practices in the Workplace

Always wear personal protective equipment (PPE)

Make sure all spills are immediately cleaned up to avoid slipping

Replace worn, ripped, and damaged flooring, and place anti- slip flooring in

areas that cannot continually be cleaned such as an entrance.

 Maintain clean lights fixtures to improve lightning efficiency.

Keep aisles and strain ways clear.

Place warming signs and mirrors to help improve sight lines in blind corners

Regularly inspect, clean, and repair all tools.

Safety in handling Cleaning Chemicals

Use the appropriate protective equipment wen handling concentrated cleaning

products.

There should be a complete list of all cleaning chemicals used in the facility.

Details like ow many gallons are stored, where they are stored, potential hazards,

and precautionary measures for each chemical should be included in the list.

There should be safety data sheet for each chemical used or stored.

Always follow the manufacturer’s instruction of using the chemicals. If not used

the right way, these cleaning chemicals may not effectively work and can be

harmful.

All cleaning chemicals should be kept in their original containers.

Never mix chemical, even if they are of the same type. Combining ammonia and

chlorine bleach for example can produce the fatal, chlorine gas.

Do not use different cleaners as an alternative, unless the intended use in the

same.

Install safety signage that quickly conveys possible dangers and precautions

related to the chemicals.

It is important that you know exactly what the following “signal words” mean:

Caution: the product is moderately toxic.

Warning: the product is highly toxic and may cause permanent damage to skin

and eyes.
 PROTECTIVE EQUIPMENT

Personal protective equipment (PPE) like safety headwear, safety footwear, safety

hand, and safety eyewear are important. They must be worn by the employees that are

exposed to hazardous materials or in a cases where danger or risk for injury is present.

Hotels guest can be classified according to:

? Trip purpose – pleasure or business travellers

? Numbers – independent or group travellers

Origin – local or overseas travelers

Classification of Hotel Guest

1. Leisure Travels. They are individuals who travel to engage in leisure activities

outdoor recreation, for relaxation, to visit friends and relatives, or to attend sports or

cultural events.

2. Corporate Business Traveller. They are individual whose frequent booking are

usually made by enterprises with reduced room rates. Business travellers go on a

trip to conduct business, attend business meetings or workshops and engage selling

or purchasing of products.

3. Free Independent Travellers (FITs). They are sometimes referred to as foreign

independent travellers. FITs are international tourists who purchase their own

accommodation and make their own travel arrangement.

4. Group Inclusive Tours (GITs). Tourist who travel together on packages tours with

accommodation and sometimes meals which are booked through travel agents.
 Group tourist tend to spend less and budget their spending allowance.

5. Domestic Tours. They are locals’ residents who stay at hotel for special occasions

and functions.

6. Conference Participants. Individual who travel to attend conference and whose

accommodation is usually reserved by themselves, this enterprise, or a conference

organizer prior to their arrival.

7. Very Important Persons(VIPs). Very important persons may include celebrities,

frequent – stay guests, guests in expensive rooms, guests security risks, and top

executives from enterprises.

8. Incognito. They are guests who stay in a hotel with concealing identities to avoid

notice and unwanted attention.

GUESTS SAFETY AND SECURITY IN HOTEL

Security Procedures

In a hotel of any size, security is a major concern. The security division is responsible

for maintaining systems and implementing procedures that protect the personal

property of guests and employees and the hotel itself. Every hotel has its own

procedures and guidelines for their staff on how to handle guest valuables, keys, and

telephone calls. Any authorized disclosure of guest information to anyone by any hotel

staff will be registered as misconduct. Hotel staff should never disclose guest information

such as guest name and room number to anyone.

Handling Guest Valuables

 A room attendant must report to the housekeeping office any guest valuables

found inside the guest room during cleaning. It is important that the room attendant

satay in the room until the assistant manager, floor supervisor and the security officer

arrive at the scene. The case must then be recorded very clearly in the housekeeping

logbook with the time, room number, description of the items found, the name of finder,

and the name to whom the case is reported to and handled by for future reference.

The guest room will then be double locked until the guest returns.

Key Control

The room key is an important instrument that housekeeping staff use access the

guests’ room and carry out their duties. All keys must be kept secured and disturbed

properly. Every room attendant is responsible for taking care of the keys under his or her

change and not allowing anyone else access to the keys. All keys are kept in the

housekeeping office in a locked cabinet and properly coded. The housekeeping

coordinator is responsible for the distribution and control of keys. All keys issued must be

properly signed for and cancelled after return. The room attendant must be register or

sign in the Key Control “In and Out” Logbook and list the number of issued keys. The

housekeeping coordinator does the inventory of the keys at the beginning of each shift

and prior to the handover of keys to the subsequent shift in charge. The key cabinet

must be remain locked at all times. Key issued to the employees must be kept under

their own custody and never be left hanging on the trolley or in door lock. All keys must
always be returned to the housekeeping office. Keys must be never taken out of hotel

premises. Misplacing very serious matter and should be reported to the executive

housekeeper or assistant manager and security officer immediately. An immediate

search must be made until key is located. Every staff in the housekeeping department

is trained to handle the different keys and use the correct procedures when someone

asks to open a guest room.

Suspicious Person

The housekeeping staff must report to the housekeeping office any suspicious person

loitering on guest floors and public areas. The housekeeping coordinator will in turn

inform the floor supervisor or assistant housekeeper, the assistant manager, and the

security officer

Lost and Found

Lost and found refers to:

? A place or an office that keeps any items found inside the hotels; or

? A place or an office where reports of missing items, reported by either guests or

staff are kept and followed up.

All staff should hand in items found inside the hotel premises, regardless of their value.
 Most hotels assign this duty to the housekeeping department or the security

department. All information is recorded in the Lost and Found Logbook for prompt and

easy reference in case a guest inquires about a lost item. All items found by the guest

and staff should be stored in a ventilated room and kept for three months before being

released to the finder. Some items, such as perishable food and drink, may be kept for

a shorter period. The storage area must be secure.

Types and Size and Linens, Pillow, and Bed sheets

Sheets, blankets, pillowcases and bath items comes in different size according to the

size of the mattresses and their use. Other items are chosen because of their

appearance and price.

Careful selection according to standard size and color is considered in purchasing these

items because the labor cost to sort them will be high. The careful selection of standard

size make purchasing, counting, storing, and maintaining inventories easier. Sizes can

be color – coded for easier sorting. Sheets are usually available in different sizes and with

color – coded threads.

 TYPES OF LINENS

Bathroom Linen

Bath rug Bath towel (25” x Hand towel Face towel

24” x 12” 45”) 6” x 7 1/2 “ 9 ½ “ x 10 ½ “

Pool towel (36” x

80”)

Staff towel (36” x

62”)

Bathroom Linen

Blanket Bedspread Mattress Protector Bed sheets

Pillowcases

Standard (20” x 26”), Queen ( 20” x 30”), and King ( 20” x 36”)
 BEDDING SIZES

Bed Size Mattress Size Bedspread Comforter Size Blanket Size

Sheet

Twin 39” x 75” 80” x 110 68” x 86” 66” x 90”

Twin XL 39” x 80” N/A use Twin 68” x 90” N/A use twin

Full or Double 54” x 75” 96” x 110” 78” x 86” to 80” x 90”

86” x 86”

Queen 60” x 80” 102” x 116” 86” x 86” to 90” x 90”

86” x 94”

California or 72” x 84” 114” x 120” 102” x 86” to 108” x 90”

western king 102” x 94”

Dual or Eastern 78” x 80” 120” x 120” 102” x 86” to 1082” x 90”

King 102” x 94

Daybed or 39” x 75” 84” x 117” 66” x 92” 66” x 90”

Trundle

Waterbed 48” x 84” N/A 68” x 86” to 66” x 90”

Super Single 66” x 92”

Waterbed 60” x 84” 84” x 108” 68” x 86” to x 80” x 90” or

Queen 86” 86” x 86” 90” x 90”

Waterbed King 72” x 84” 84” x 108” 86” x 86” to 90” x 90” or

102” 108 x 90”

? Note: Standard mattress thickness approximately 7”

? Comforter and Bed spread sizes vary by manufacturers

? This size charts reflects the most common sizes (Beddingstyle.com 2015)
 Procedures Conducting Turndown

A turndown service or evening is one amenity that can be availed by a guest.

Turndown service means the room of a guest is prepared ready for sleeping. Includes

the following: cleaning the room, having one corner of the blanket folded for easy

sliding, chocolate or fresh fruits placed on the bedsides, the room lights dimmed, and

heavy drapes or night curtain was closed. Below are steps on how to conduct turndown

service.

Preparation for Turndown Service

1. Take the status report of the floor from the desk

2. Get the floor key or card and sign the logbook

3. Check the floor corridor for tidiness

4. Take out the trolley with linen and amenities

5. Clean vacant rooms at 6:00 in the evening onwards

6. Finished all turndown service by 10 :00 pm

7. Clear departure rooms as per hotel requirements

Entering into the Guest Room

1. Follow the two knock, three- announcement rule. Knock at the door and check if

the guest is inside the room. Say “housekeeping” before entering.

2. If the guest wants you to come back later, politely go out and position the maids
 cart in the front of the guest room.

Procedure for Turndown Service

1. Greet the guest if the guest is inside the room and say “I am from housekeeping.

Sorry to disturb you, may I turn down your bed”

2. Remove the bed cover, fold it neatly, and place in the wardrobe cabinet either

at the topmost shelves or in the allowed lowermost shelf.

3. Set aside the pillows. Smooth the top sheet blanket.

4. Grasp the top sheet and second sheet blanket. Fold the corner back and pull

them down to the center of the bed.

5. Make a folded corner a neat 45 – degree angle.

6. Tuck insides under the mattress.

7. Straighten the pillow and place it neatly on the bed making sure that the pillow

case opening is face inwards.

8. Following the hotel procedure, place the turndown amenities on top of the pillow.

This is usually any of the following: flowers, a chocolate, candles, cookies, and the

like.

9. Place the breakfast menu card on the folded quit at an angle.

10. Place the foot mat in the front of the bed with a pair of slippers.

11. Turn on the bedside lamp or night lamp.

Procedures in Making up Beds and Cots

Look at the pictures of a hotel room above? It its not so elegant? How about the bed?

Is it not very inviting to have arrest? The best way to welcome your guest is to provide
 them with a good quality and clean bed and linens. Good presentation is also important

to be able to make lasting impressions. It should not only pleasing to the eye but it should

also guarantee a comfortable sleep.

Preparing for Bed Making

? Remove soiled bed linen from the bed.

? Look at the mattress pad or mattress protector to see if it stained, torn, or

damaged. If it is not, straighten it and make sure the mattress and box spring are

even.

? Always adjust the mattress with your leg and not with your back to avoid any

injuries.

? If the mattress paid is stained, remove it.

? Get a clean mattress pad and place it on the mattress.

? Get a clean mattress pad and place it on the mattress.

? Lay fresh pad on the bed.

? Unfold the pad right side up and spread it evenly over the center of the bed.

? Smooth out any wrinkles.

? Mattress pad or mattress protector comes in different sizes, be sure to use the

correct size.

? Make sure you have the correct size of bed sheets

? Do not use a stained or torn sheet. Place them immediately in your soiled linen

bag.

? Take three fresh sheets and pillow cover or slips according to the size of the bed.

Procedure in Making up Beds

 1. Pull away the bed from the headboard. This is done by pulling the bed with a

quick forceful movement. All beds in the hotels are designed with wheels for easy

manoeuvring.

2. Remove all soiled linens. Shake them for any articles that may be left behind by

the guest.

3. Place the soiled linen in the linen hamper of the maid’s cart.

4. Check the mattress side to side and end to end to even out. Adjust the skirting if

there is skirting.

5. Shake the mattress protector and change it if sold.

6. Clean the headboard with feather duster.

7. Open and spread out a clean cover sheet and tuck it securely at the head, sides,

and foot.

8. Miter the corners. See the illustration above on how the to miter corners.

9. Open a clean top sheet and spread it evenly on the cover sheet. Make sure that

the laundry crease is in the same line as the cover sheet. The sheet’s them must

be evenly pulled up to the headboard. Tuck the top sheet to the footboard.

10. Open the blanket and spread it out evenly on the top sheet. Make sure that the

laundry crease is in the same line as the top sheet. The blanket labels should be

at the foot of the bed. Pull blanket eight inches from the headboard and make a

fold for the guest to slide on.

11. Fold the top sheet at the head of the bed over the blanket and top sheet once

gain.

12. Ensure that the blanket and the top sheet are tucked uniformly under the mattress

on both sides and the corners at the foot of the bed are mitered.

13. Fold the corner of the blanket and top sheets

14. Replace pillowcases with clean ones. Even out the pillowcases to look full, neat,
and tidy. The side of the pillow with a fold should be on the inside. For turndown

service, the breakfast menu knob is placed on the pillow.

15. Cover the bed with a bedspread. Make sure it falls evenly all around the bed.

16. Tuck the bedspread under the pillows.

17. Push the bed back toward the headboard making sure that it is aligned.

Before leaving the Room

? Empty dustbin and ashtrays.

? Check all light fixtures if its working.

? Make sure to draw the heavy contains.

? Guest clothes that are lying around should be hanged.

? Replace soiled glasses with clean ones and remove empty bottles.

? Replace soiled linens if necessary.

? Replenish supplies like shampoo, toilet paper, etc.

? Tidy up the bathroom by folding used towels. Wipe the vanity area if

required.

? Set the aircon temperature

? Turn off the light except for night lamp or passage light.

? Give a final look to make sure everything is done according to the hotel

standard. Then lock the door.

? Update the status and report immediately any maintenance problem

found while cleaning.

Cleaning Guest Room

Procedure in Cleaning a Hotel Guest Room.

 1. Leave the door wide open as you enter the room.

2. Position the maid’s cart.

3. Turn on master switch to check whether the lights are functioning properly,

then switch off after checking. Adjust or switch off air – conditioning unit

depending upon hotel’s policy.

4. Draw back curtains or draperies to allow light to come into the room.

5. Empty all waste bins from bedroom and bath.

6. Wipe trash bins., place trash bag in the trash bins, and put back the bins

back where they are located.

7. Place all dirty glasses and ashtrays in the bathroom.

8. Place clean bedsheets on a clean desk. Start cleaning by removing or

stripping the bedsheets off the bed. Use the bottom sheets as wrapper for

dirty sheets. Do not forget to check fit hair, debris, and stains. Remove the

dirty linen from the room.

9. Pour cleaning disinfectant solution into the toilet bowl to allow solution to

work before proceeding to bedroom cleaning.

10. Go back to the bedroom and make the bed.

11. Wipe the lamp starting from the base using appropriate colored cloth for

wiping lamp and multi-purpose cleaner.

12. Dust starting from the top of the highest place of furniture, tops of picture

frames, window frames, and fitted lights. Dusting procedures help in

checking for missing or lacking items including defects in the room.

13. Wipe and sanitize surfaces. Use the allotted colored cloth for wiping

surfaces to avoid cross contamination. Pay attention to the remote control,

all knobs, locks, computer equipment, telephones, and high contact areas.

14. Vacuum the bedroom.

 15. Clean the bathroom.

16. Thoroughly clean hand basin with disinfectant cleaning solution. Soak hot

water all dirty glasses. Wash and allows dirty glasses to dip dry. Clean

ashtrays and allow to dry. Wipe properly the ashtrays.

17. Clean hand basin and wipe to dry.

18. Clean the bathroom shower using appropriate cloth for wiping each

surface area to avoid cross contamination. Make sure that showerheads,

taps, and soap tray are thoroughly cleaned from soap scum and water

marks. Buff it dry.

19. Clean toilet bowl from the inside out, finishing off by ensuring that seat and

handles are thoroughly cleaned.

20. Replace bath linen and amenities.

21. Clean bathroom floor last, starting at the farthest end.

22. Clean bathroom floor at once to ensure all is set to hotel standards. Leave

the room with a neutral door and at a balanced temperature.

23. Vacuum from the back of the room toward the door as you go out and

then close the door.

Procedure in Removing Room Service Equipment

1. Collect all room service equipment move them to the floor pantry.

2. Position the room service cart or trolley to the floor pantry.

3. Inform the room service department to clear the trays or trolleys from guest

room or floor pantry.

4. Do not place the room service trays or trolleys on the guest corridor or the

service elevator.
 Procedure in Removing Garbage

1. Gather first all recyclable items such as newspaper, aluminium cans, glass

bottles, etc,.

2. Remove trash from the waste paper basket and ashtrays and place them

on the garbage bag.

3. Pick up all the trash that you will see and put it in the garbage bag.

4. All trash removed from the room, upon leaving that room, should be

placed in a garbage bag on trolley.

5. Exercise extra care in removing broken glass, razor, etc.

6. Remove all for disposal items like ash, cigarette buds, etc. into the dustbin.

7. Keep ashtrays and glassware under ashbin tap to wash.

8. With lukewarm water and cleaning solution, clean the ashtrays and

glassware with the help of sponge.

9. Was liberally with water the ashtrays and glassware.

10. Wipe with a lint free cloth.

11. After drying, place back the ashtrays and glass wares in the appropriate

place.

12. Make sure that the ashtrays and glass wares are spotless and clean.

13. Use dry tissues to collect hair from the vanity, toilet, bathtub, and floor.

14. Do not throw away any guest properly that may be wrapped in a tissues.

Getting Ready for Cleaning Toilet and Bathroom

Always wear your personal protective equipment. This means wearing your working

clothes, hair resistant, and rubber gloves. You can wear a mask if you are sanitizing the

toilet bowl with chemical solutions.

 General Techniques in the Cleaning of Toilet and Bathroom

1. Follow the ceiling, wall, and floor cleaning techniques.

This means that the procedure in cleaning the toilet and bathroom, or any other

room, is to start from the top going down. This allows all dirt coming from top to go down

and accumulate below. This avoids doing the job back and forth and makes cleaning

systematic, thus saving on time and energy.

2. Clean according to the different types of floor and surface texture of the

floors and fixtures.

Choose the appropriate cleaning materials to achieve the desired result. Use very

fine scouring pads for painted surfaces, glass mirrors, materials and porcelain. Likewise,

use highly absorbent cleaning towels for drying bathroom walls and floor tiles. Use a

polishing cloth for polishing metal surfaces like bathroom fixtures. Moreover, use a toilet

bowl rush for cleaning a toilet bowl. Use floor and window squeegees for removing

excess water and drying up the windows. for the floor, a mop always comes in handy in

removing dirt and dust and for wiping and drying after cleaning.

3. Clean the window edge and still as per standard operating procedure

Dust and dirt accumulate in window edges and sills. It is enough to wipe these

with a clean wet cloth. To extricate the dirt and dust, use a fine bristles that can

penetrate in between the window edges and sill. A cleaning solution also help remove

sticking dirt and soil. Rinsing the windows after brushing complete the cleaning. Wipe

them dry with a cleaning towel.

 4. Clean the bathtub, lavatory, toilet bowl, and urinal in accordance with

standard operating procedure. Rinsing with clean

Remove all items that obstruct cleaning like glasses, towels, soaps, shampoos,

toothbrushes, toothpaste, and others. This allows you to clean without obstruction. Start

with the walls around the bathtub, the fixtures like the faucets, the lavatory, and shower

curtains, and the bathtub itself. Then move on the mirror, lavatory, and the fixtures in the

area. Move to the urinal, the toilet bowl cove, the seat, and the inside of the toilet bowl.

Work on the flooring last. There are appropriate cleaning materials and tools for each

type of surface. Cleaning means wetting the surface, scrubbing or sponging it with a

cleaning solution, rinsing with clean water, and then wiping it dry. Stubborn dirt and

stains should be treated thoroughly with cleaning solution and scrubbed until removed

completely.

5. Replenish bathroom and toilet supplies after the room has been cleaned

and dried.

These supplies include the bath towels properly folded and placed on towel racks

or shelves; the hand towel properly folded and placed beside bath towel; the soap in

its wrapper; and the shampoos, toothbrush, toothpaste and drinking glass with glass

cover in their containers. These are all positioned near the lavatory.

6. Always take one last look at the room to see if everything is in its proper

place – if there is no visible dirt and/ or obstruction on the floor and passage
 away, and if every nook and cover of the room is sparling clean and dry.

Cleaning the Toilet

Materials Needed:

Bucket rubber gloves all purpose cleaner

Scouring pads Toilet bowl warm water

Cleaning towel hand brush

Procedure

1. Collect all used bath towels and hand towels in the bathroom and toilet. Place

them in a bag for soiled items. Empty the trash cans.

2. Clean first the bathroom walls. Scrub them with all purpose cleaner then rinse.

3. Clean the tiles on the remaining walls. Scrub with an all-purpose cleaning solution

(dilute one part of cleaner to 50 parts water). Use a hand brush or scouring pad.

Rinse well and wipe with a cleaning towel.

4. Next, clean the sower, the bathtub, and the shower curtains with an all-purpose

cleaner. Remove all dirt, spots, stains, and other accumulated dirt like hair strands,

bits of soap and soil. Rinse thoroughly using warm water. Wipe dry with cleaning.

5. Clean and sanitize the toilet bowl. To sanitize is to kill disease- causing bacteria.

Pour toilet bowl cleaner all over the toilet bowl. Clean the inside with a toilet bowl
 brush. Rinse thoroughly with warm water.

6. Disinfect the toilet bowl seat all over with disinfectant so Rinsing with clean solution

(mixture: 1 cup disinfectant to 1-gallon water).

7. Disinfect the inside of the toilet bowl seat over with disinfectant. Do this for both

urinals and clean the toilet bowl as these areas already contain water.

8. Clean the bathroom mirror. Apply an all-purpose cleaning solution on the mirror.

Dilute one part of cleaner to 100 parts of water. Spray or damp, wipe, rinse, and

dry with a clean cloth.

9. Using an all – purpose cleaner and a scrub pad, scrub the faucet, lavatory sink,

and the stopper. Make a thorough scrubbing while paying attention to the

corners, sides, and edges. See to it that all soap residues dirt and soils are

removed.

10. Clean the remaining portion of the bathroom wall that has not been cleaned.

11. Wash the drinking glasses. Drain, cover, and put them back into placed.

12. Clean the shelves and cabinets. Wipe the inside with clean, damp cloth. If there

are spots and stains inside out, scrub them with a cleaner solution, and then wipe

with a clean wet cloth. Do this twice or thrice until the shelves and cabinets are

spotlessly clean.

13. Polish all chromes fixtures. Use a clean cloth, metal cleaner, and a polisher if

needed.

14. Clean the flooring last. Dilute one part of all purpose cleaner to 50 parts water in

a bucket. Dilute just enough for the flooring. Dip a clean mop in the bucket with

remaining solution in the bucket, if any.

15. Take one last look all over the toilet and bathroom before leaving.

Standard in Cleaning the Toilet and Bathroom

 What are the expected results cleaning the toilet and bathroom?

Bathroom and Washroom

1. The toilet bowl and urinals are sanitized,

2. The toilet is clean inside and out. No refuse is present

3. The bathroom walls are properly scrubbed. The walls are free of marks and

spots.

4. The walls are wipe dry.

5. There is no soap residue or firm remaining on lavatory, mirror, and other fixtures.

6. There are no marks or streaks on walls, fixtures, doorknobs, and other surface.

7. The floor is well mopped, sanitized and well dried.

8. The bathroom mirror is well polished and wiped dry, it is clear and spotless.

9. Bathtub is brightly clean, spot and mark free, and well dried.

10. The shower curtains are brushed thoroughly and hanged dry.

11. Bathroom supplies are replenished and installed.

Insects and Pets and their Control Measures

It is recommended that the hotel works with a professional partner in

implementing a pest control program to safe guard the hotel’s reputation. As

American investor, industrialist, and philanthropist Warren Buffet said,” it takes 20 years

to build a reputation and five minutes to ruin it”.

Pest control, is a program used to eradicate pest. Pesticide is a chemical used to kill

and control pest. Below are types of pesticides.

 ? Insecticides are used to control ants, flies, moths, cockroaches and termites.

? Herbicides are used to control weeds or other unwanted plants.

? Fungicides are used to control fungi that are pathogenic or disease – causing.

? Rodenticides are used to control rats and rodents.

Insets and Pests include:

Ants, moths, cockroaches, flies, mosquitoes, spiders, mice, bed bugs

Supervisors and staff who work in the housekeeping must be alert of any signs of

infestation. Part of their job is to regularly inspect the place for signs of pests on a daily

and monthly basis. They are also expected to inspect situations that may support or

encourage pest infestation. They should keep a record of the inspection done, the

findings, and any action taken to treat an infestation. They are also expected to remedy

situations as soon as possible to minimize the spread.

Whenever infestation is identified, appropriate should be done as soon as

possible. Always use professional pest control inputs. If the pest infestation happened in

the guest room, it should be taken out for service and the pest control contractor should

be called immediately. If there are guest s occupying the room, they should be

relocated to another room, ideally to the same floor area to prevent the spread of the

infestation. Both areas occupied by the guest should be treated by the pest control

contractor as the guest may have transferred the infestation through their clothes, and

luggage