HOUSEKEEPING

PROCEDURES

MELVIN G. MARCELO, MSHM

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

SECRETARY

HK, CONTROL DESK SUPERVISOR ASSISTANT HOUSEKKEPERS LAUNDRY MANAGER

HORTICULTURIST/ FLOOR SUPERVISOR PUBLIC AREA SUPERVISOR LINEN /UNIFORM

FLORIST ROOM SUPERVISOR

ROOM ATTENDANTS HEAD HOUSEMEN

TAILORS

HEAD GARDENER CLOAKROOM ATTENDANTS

UPHOLSTERERS

HOUSEMEN HOUSEMEN
LINEN/UNIFORM
GARDENERS ROOM ATTENDANTS
 HOUSEKEEPING DEPARTMENT
ORGANIZATIONAL CHART
(For small establishment)

HOUSEKKEPER

HK, CONTROL DESK SUPERVISOR OUTSOURCED LAUNDRY

HEAD GARDENER FLOOR SUPERVISOR PUBLIC AREA HEAD LINEN /UNIFORM

HOUSEMEN ROOM SUPERVISOR

OUTSOURCED TAILORS
GARDENER ROOM ATTENDANTS AND UPHOLSTERERS

HOUSEMEN 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 housekeeper’s 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 check-
ins 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 SIZE
NUMBER OF
ROOMS
 Hotels maybe
classified by the SMALL 25 and less
number of rooms.
The size of hotels MEDIUM 28-100
directly influences
the size of the LARGE 101-300
housekeeping
brigade. The VERY LARGE 301-1000
categorization by
size is as follows: 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-proprietor’s 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 five-
star rating. Hotels are rated deluxe due to its level of
luxury in décor 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 JOB-
RELATED 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:

 Individual’s rights, e.g., discrimination, harassment
 Worker’s 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 property’s 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 company’s 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 company’s 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
 Don’t let personal problems affect your job by
discussing, for example, personal problems with co-
workers or guest while on duty
 Maintain good professional and working relationships
by being:
 Caring and considerate, e.g., help guests and co-
workers, 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 guest’s 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 company’s 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 guest’s questions,
show good judgment. Don’t make up
answer that might put you in an awkward
situation. Admit that you don’t 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 employer’s
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 property’s
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 inter-
office 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
employer’s expectation
 Follow the chain of command
 Communicate with team members to
inform them of guest’s 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 foreign-
language 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, non-
verbally, 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; it’s 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 property’s 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 property’s 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 property’s services
and facilities in detail, so that you can
inform guests about:
 The types of rooms available
 The types of services offered
 The hours of operation of services and facilities
 Fire 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 property’s 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, don’t 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 guest’s preferences to be accommodated, e.g.,
room temperature
 LEND AND RETRIEVE PROPERTY’S
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 guest’s 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 property’s 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 guest’s 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
guest’s 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 non-
smoking room
 Equipment, e.g., defective air conditioning,
malfunctioning room key access
 Supplies, e.g. towels are torn, not enough
pillows
 Property’s 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 guest’s 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.
 Don’t make promise you can’t 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 property’s procedures and do
exactly what you promised the guest.
 Tell the guest how long it will take to
resolve the problem. Be specific, and
don’t 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 won’t 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 don’t 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 property’s 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 work-
related 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
 Don’t 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 manufacturer’s instruction
 A – Aim extinguishers at the base of fire
 S – Squeeze trigger or release retardant
following manufacturer’s 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 don’t talk about the
incident with guests or co-workers
 In case of DEATH, you should:
 Stay calm
 Don’t 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:
 Don’t 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
 Don’t discuss security matters with other
guests or co-workers
  Provide information for incident report
 IMPORTANCE
 Protect employees, guests and property
 Creates climate of security and well-
being 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 guest’s
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 guest’s
name and picture identification, and
ensure the guest’s 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 well-
being 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
 Don’t 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; don’t be rude or argumentative,
regardless of mood or mannerisms of guest
  Immediately leave guest’s 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
 Guest’s 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 guest’s 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 guest’s
name and picture identification, and
ensure the guest’s 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/ Housekeeper’s 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. The lobby manager will also be
inform in case somebody looks for
the said item.
5. 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 guest’s 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 guest’s 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:HOUSEKEEPER’S 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 HOUSEKEEPER’S TROLLEY
The housekeeper’s
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 shelf-
bathroom
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:
 Don’t 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
 Don’t 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 property’s guests expect to enjoy
a certain of privacy. They know you
have to clean the room, but they
don’t 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
guest’s 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 Ma’am/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 property’s
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 guest’s 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 property’s 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 property’s of service
TURN-DOWN/ EVENING SERVICE
The turn-down service can make a
difference to a guest’s opinion of the
property’s quality of service. In order
to increase guest’s 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 property’s
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 property’s 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
CLEANING 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
MATERIALS
 CORRECT HANDLING OF
CLEANING 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 one’s 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 t shirts
 2 polo shirts
 2 pants
 1 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 off-
site 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
40º C and 60º 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 40ºC to
60ºC in low capacity dryers and
going right up to 85ºC 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 surface-
active 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