Dealing with intoxicated guest Stay calm. Dont argue with the intoxicated guest. Dont embarrass the guest, especially in front of other people. Invite the problem guest to an area away from other guests, where you can talk. Deal with the situation in a calm, friendly way. Speak to the person directly, and firmly explain that what they are doing is unacceptable at your party. Listen and empathize with your guest. Acknowledge your guests anger or frustration, but also remind them that it is your house, and you are responsible for their safety and dont want to see them get hurt. Point out that if he/she was sober he/she would agree that what they are doing is a bad idea. If you cannot calm the guest down or convince them to stop what they are doing, ask a friend of theirs to try. If you decide to ask this person to leave, remember that you are still responsible for their safety (call a cab, get someone to drive them home, or if the situation gets out of control call thepolice).How to stop an impaired person from driving: If the person will give you their car keys, take them and store them away. To get their keys, try: To be calm, joke about it Ask a good friend of theirs to get the keys from them Find the keys while they are distracted and hide them - theyll probably think theyve lost them and will be forced to get a ride with someone else or spend the night Speak to him/her privately and suggest someone else should drive (they will be less likely to be defensive when there is no audience). Politely, but firmly, tell them they cannot drive because you care about them. If someone has had a few drinks and insists they are not drunk, rationalize that they are buzzed and shouldnt be driving (You dont have to be completely blitzed to have impaired judgement and driving skills). Tell the guest that even the first drink starts to impair your reasoning, judgement and memory. You could hurt or kill someone else if you drive. Make it clear you are doing them a favour this will be appreciated in the morning. Encourage the person to spend the night. Call them a cab; you may want to pay the fare in advance. Drive them home in their vehicle and call yourself a cab to get back home. Stick to your guns, dont allow anyone to drive after drinking. If an impaired person drives call 9-1-1.Be on the lookout for the first warning signs of intoxication. Early action on your part may prevent your customer from becoming a problem. Remember, it takes about one hour to take away the effect of one drink. Keep a mental note of how many drinks your customers have had.Prevention StrategiesA. Slow down service. Try to casually avoid the customer's table and delay ordering and serving drinks.B. Suggest food. Eating slows down the absorption of alcohol into the body. Also, the time spent eating is time the customer is not drinking. Suggest high-protein foods like nuts, cheese, and meats. Avoid salty foods -- salt makes people thirstier.C. Suggest nonalcoholic drinks. You can suggest a nonalcoholic drink, such as a soft drink, juice, or coffee when you think a customer has had too much to drink. There are also many nonalcoholic wines and beers available today. (Don't compromise by serving a customer a watered-down drink. It is illegal to substitute a drink without the customer's knowledge. If a customer is intoxicated, it is illegal to serve him or her any alcohol.) Get the customer's group to back you. Talk to the customer's friends at the table. You may help them recognize that their friend is in trouble. Also, friends can often be more persuasive.Refusing service to a customer Refusing alcohol service can be difficult. The key is to observe your customers carefully. Remember how dangerous an intoxicated customer is behind the wheel of a car. Patrons who aren't driving may be equally at risk walking, taking a taxi or riding with friends.Your decision not to serve an intoxicated customer not only could save your liquor license, it also could save someone's life.When it's time to cut off service and remove a customer's drink: Establish and support a policy to back up servers who decide it is necessary to cut someone off. Train servers to notify the manager on duty when they are about to refuse service. Their decision may need back up if the customer gets angry. Be courteous, but firm. Be friendly, but don't back down on your decision or bargain with the customer. Let the customer know that you want him or her to get home safely. Remain calm and respectful. Avoid arguing. Don't provoke the customer by embarrassing him or her. Avoid statements like, "You're drunk" or "You've had way too much to drink." Let the customer know your job or license is at risk. Don't hesitate to tell the customer you could lose your license or job for over-service. Find transportation. It's recommended that your business have a policy for getting intoxicated customers home safely. A cab service could be the right move for a customer who isn't drinking with friends or whose friends are also intoxicated.If the customer refuses to cooperate or becomes disorderly, call the police or sheriff and be willing to sign a complaint. Protect your business license and reputation.Types of FloorsDaily Maintenance

1. Hard floorsa. Marble and cemented floors

b. Mixed i.e., pebbles, crazy cut, etc.

Sweeping dailyDamp mopping as neededPlain polishing dailyStripping and finishing periodically

Brushing with a push brush Wet mopping

2. Vinyl/Resilient FloorsSweeping dailyDamp mopping as neededSpray buffing and polishing as needed Vacuuming of corners daily

3. Wood and ParquetSanding initial applicationSweeping daily Spray buffing and polishing as neededVacuuming of corners- daily Dust mopping - daily

4. CarpetVacuuming dailyShampooing when heavily soiledExtraction - when the soil has penetrated the inner layers which can only be removed by way of extraction

Types of Floor Cleaning and Maintenance

Types of Floor CleaningEquipment needed

1. Sweeping removing dirt and trash from Floors using sweepers and dust pan.

Soft broom for fine surfaces like cemented floors, vinyl.Stick broom for hard surfaces like grounds, carpets sweeper for carpets.

2. Dust mopping- Dusting away dirt on floors using mops.Dry mop with handle

3. Damp mopping- mopping the floor with lightly wet mop to clear the floor of dirt and soil.Mop with handleMop must be squeezed tightly on the wringer to prevent drippingMop wringer

4. Spray buffing spraying the floor with a buff finish to retouch it and to keep the gloss.SprayerBuff finishSteel woolNylon pads

5. Plain polishing retouching the shine of floors by polishing with a polisher.The floor does not need to undergo stripping and sealing.Floor Polisher- machine for manual polishing.Use abaca foot pad; or coconut husk

6. Floor stripping requires application of stripping solution.Finishing solution Mop with handleMop wringer

7. Finishing floors performed on floors that are stripped of old wax and dirt and sealed for protection. The finishing is accomplished through the application of wax or floor shine and polishing there after using a floor polisherPaste/liquid waxFloor polisher

8. Extraction is the process of extracting deeply embedded dirt and soil in carpets especially those in inner layers that can not be removed by shampooingCarpet Extractor

9. Wet mopping mopping the floor using highly wet (but not dripping) mop.MopMop wringer

10. Shampooing removal of embedded dirt and stains using carpet shampoo either manually or by the use of a machine. This process applies to carpets. Push brushCarpet shampooPail of water

11. Vacuuming elimination of embedded dirt on floors using a vacuum cleanerOrdinary vacuum cleaner orHydro-vac (wet and dry vacuum for wet and dry surfaces)

List room amenities in commercial hotels,resort and lodging housesThose with * are standard amenities for all commercial lodging housesItems Location PURPOSE

A. Bedroom Amenities

1. DND (Do Not Disturb)Door KnobFor The Guest To Signal That He Does Not Want To Disturbed.

2. Make Up Sign

Door KnobFor The Guest To Request For Cleaning

3. Closet With Atleast 6 Hangers

Inside BedroomFor Hanging Clothes

4. Beds Single Bed 36X75Double Bed 54X 75Queen Bed 60X 80King Bed78X80Inside BedroomFor Sleeping

5. Bed Linen

B. Bed Skirting Encased Into The Box SpringTo Cover The Box Spring

C. Bed PadEncased Right On Top Of The MattressTo Protect The Mattreess From Getting Stained

D. Bed SheetOn Top Of The Bed Pad 2 Bed Sheeet Per Bed For Regular Guest 3 For VipTo Cover The Bed And To Insure The Guest Comfort

E. Bed CoverOn Top Of The Finished BedTo Protect The Linen From Dirt And To Make The Bed More Presentable

F. Pillow With A Pillow Slip And Pillow Case One Per Occupant 2 For Double And Matrimonial BedsTop Of The Bed In Front Of The Hesd BoardFor Guest Comfort

6. Shoehorn And Shoe ClothInside The ClosetCloths Is For Polishing The Shoes, Horn For Fitting Shoes

7. Luggage RackBetween The Closet And DresserFor Placing Guest Luggage

8. Dresser Table With Vanity Mirror And Dresser LampInside The Bedroom

9. Tv SetTop Of The Dresser TableFor Guest Entertainment And Relaxation

10. *Nite Table WithNite Lamp. On The Top Of The Table Is A Telephone, In House Telephone Directory, Room Service Menu ;Under Table Is A Safety And Security Booklet And Bible In Between The 2 BedsContainer For Telephone And Other Amenities

11. guest folderOn top of dresser tableIs used for standard room compendium for vip and de luxe / suite rooms

12. Dessser chairUnder the dresser

13. Coffee table and easy chair astray and match on top of the tableIn between 2 easy chair To ser as working table and for serving coffee and room service orders

14. Floor lampBack of the coffee tableServe to light the room

15. Service tray with thermo jug filled with cold waiter; 2 covered glassesTop of the dresser table

16. Side table On the side of the double bedsUsed only when double bed is used

17. Room service menuDrawer of the nite tableReference in placing room service order

18. Directory for hotel serviceTop of the table or inside in the compendiumProvide information on the available product in the hotel

19. House rulesUsually posted at the back of the door entranceTo orient guest on house policies for occupants

20. Telephone with in house telephone directoryTop of the tableProvides reference in case guest want assistance

21. Safety handbook containing safety tips during emergencyDrawer of top of the tableProvide guidelines to the guest in case of an emergency

22. Fire exit directional exitPosted at the back of the entrance doorTo give direction for evacuation during fires

A. Bathroom amenities

1. Bathroom linensBath towel 25x 54Hand towel 18x 33Face towel 13x 132 towel per room for 1 set 1 towel per occupants)Neatly folded in the towel rackUse for bathing

2. Bath mat 20x 30To be hanged on the side of the bath tubTo protect guest from slips from the floor and also from cold floors

3. Hair shampoo and conditionerUsually part of the amenity tray For shampooing hair

4. Shower capAlso part of the amenity trayFor daily shower

5. Soap(must be sealed)1 soap per occupantOn top of soap dish one in the laboratory and another one besides bathtub

6. Toilet tissueRolled into the tissue dispenser inside the bathroomFor toilet use

7. Facial tissueInside the dispencer if anyFor ficial use

8. Garbage can, underlined with plastic linerOne in the bathroom One inside the bedroomFor garbage disposal

9. Laundry bagFolded and neatly placed inside the drawer of of dresser For placing items for laundry

10. Pressing Inside the drawer with the laundryContains price list for laundry and pressing

11. Morning kit Placed in the amenity trayFor morning use

12. Shaving kit contain shaver and shaving creamPlaced in the amenity trayFor morning use

13. Sanitary bagIn the sanitary bag holderFor wrapping sanitary napkin

Luxury amenities- for deluxe roomn

1. Bubble bath( if bath tub is installed)Inside bathroomFor use at the bath tub

2. Bath ropeIn a bathrobe trayBathroom use

3. slipperInside closet

4. sewing kitTogether with laundry bag

5. water heater with 2 cups and saucer teaspoon and sachet of coffee tea creamer and sugar

6. hand and body lotion and cologneInside basket of amenities in the bathroom

7. body scrubBeside bath tub or shower

8. fruit basket Top of coffee table

9. hair dryerbathroom

INSTALLATION AND SET UP OF ROOM AMENITIES1. Installation DND/Make up Sign and Door Knob menu2. Room Amenities Bed sheetsBed coverDresser lamp or nite table lamp

Throw PillowHanger rackClothes rack

Dresser with vanity mirrorCabinetLuggage rack

Beds Matrimonial bedBunk bedRoll away bed

3. Bed room Set Up4. Bed linen Set Up5. Installation of Guest Closet6. Dresser Set up with Amenities7. Set up of nite table with Amenities8. Washroom AccessoriesTowel Cabinet Sanitary napkin receptacle Hand dryer

Towels in towel rackLiquid soap dispenser

Paper tissue dispenserBath tub for de luxe and suite rooms

Toilet tissue and paper towelsSoap dish

SignboardsShower curtain

9. Bathroom St Up (sample)10. Bath Towel Set Up11. Basket of Room Amenities

VARIOUS FORMS AND DOCUMENTS INSTALLED IN GUESTROOMS

1. Where are you: - to be used by guest to indicate his whereabouts so that in case someone comes or calls to locate him, the Front Desk can locate him.2. Customer Feedback Form is designed as a tool for gathering guest comments and feedback on the room facilities and services so that the hotel can make the necessary improvements.3. Acknowledgement Receipt This form is designed as a control tool whereby the guest is made to acknowledge room supplies and mini bar items installed in his room. Without this form, the guest may deny the count or his consumption, giving room for argument and misunderstanding.4. House Rules for Guests This form provides policies and regulations that could minimize, if not eliminate abuses on the part of guests particularly on behavior that could create serious damage to property or disturb other guests.5. Safety Instructions in Case of Fire (this maybe n the form of a brochure)Prioritize rooms cleaning as follows. First check-Out rooms Second rooms with Make-up request of guest Third Occupied rooms without request and without a Make-up sign Fourth Vacant rooms that needs follow-up

Conducting a Room CheckEvery morning the floor/area supervisor performs routine room ;chexk in every guest room purspusely to check: If the rooms is still occupied; If the beds in the guest rooms were slept on; If there are unregistered joiners who occupied the room; If the guest is out and the guest room is ready for make up; If the guest is in good condition neither sick nor high drugs, etc.

Procedures for room checkEntering room.1. Room with DND sign (stands for Do otDirturd) Look for DND sign on the door knob and do not knock if the sign is on. Call the guest through the phone in the afternoon. Once he/she responds, identify yourself and apologize for the distubance. Tell him/her that you just want to know if he/she wants her room to be serviced. good afternoon Mr.?ms. This is _______ from housekeeping. Im sorry for disturbing you. I just want to know if you want your room to be made up. If the guest is not yet ready for the service, ask when he wants the service done. would you like us to do make up later? At what time sir/maam? Jot down the exact time of request. If it is beyond your duty hours, endorse the request to the next shift.

2. Rooms without a DND sign and no Guest inside: Knock twice gently on the door by using your knuckles or by activating the doorbell (whichever is used). Do not use your keys or sharp object when knocking. Announce housekeeping. If no one answer, knock again 3 times. Give allowance of few seconds in between knocks until the guest responds. If still no one answer, open the door gently and check for the status of the room. Record the actual status of the room in the housekeeper report. This is done every time the room attendant checks the room. Submit one copy of the room status report to the front desk clerk for her to counter check with the room status record.

3. If the guest is in his room and there is no DND sign, follow the following procedures.

If the guest is inside the room but does not answer, open the door slowly and apologize for the disturbance. Great the guest goodmorning, introduce your self and tell him/her your purpose. goodmorning mr. guest, Im the housekeeping supervisor doing a routine room check. I just to make sure you are okay and that everything is in order in your room. Ask the guest if she/he is ready for the make up of the room. If not, offer to come back later. would you like us to make up your room now? If not ready say: when do you want the cleaning of your room? If the guest appear to be irritated or disturbed, say: Im sorry to disturb you sir. Have a nice day. Please call us should you need any assistance. The supervisor/room attendant should not insist on entering the room if the guest shows resentment or directly express that he/she does not want to be disturbed at all. Descretely try to find out if there are unregistered joiners who slept with the registered occupant. This has to be reported to the front office and a bill for extra person shall be charged to the guest during the check out. If no one answer in the room, the guest must have slept out and this should also be reported in the room status report. During the room check out, the supervisor also check the status of reach room and indicates it in his room status report (see code on room status).

Room Make Up ProceduresSupplies/tools needed: Roomboy cart, equipped with amenities and suppliesProcedures Details1. Place the empty cart in front of the room and knockActivate doorbell or knock gently (giving 20 seconds interval between konock. If the guest is inside, edentifyyour self and ask permission for make up: may i make up the room now?

2. Empty all trash cans/basket.Empty them into the trash bag of the cart; wash with soap, clean then wipe dry.

3. Wash and wipe-dry drinking glasses. Refill thermo jug.Rinse first then wash with soap and water; wipe dry linen wrap with glass bags; refill thermo jug with cold water.

4. Replenish soiled linenStrip off soiled items and replace them into the linen canvass of the cart: replace them with fresh ones.

5. Make up the bedFollow standard procedures for bed make up.

6. Clean/vacuum the floorVacuum the carpemt and upholstered furniture. Follow the standard procedures for vacuuming. Shampoo if it is heavy soiled.

7. Dusts furniture and fixtures; polish the mirror.Dust baseboards, wondow sills, racks, cabinets, study tables, lampshades; polish mirror and windows glass using cloth and a glass cleaner. Use metal polish for metal fixtures.

8. Replenish other guestroom suppliesSee list of standards ameneties. Place the right quantity in the appropriate location.

9. Make up the bathroomFollow standard procedures for bathroom make up.

10. Check overall condition of the roomCheck if there is anything left unattended; also the condition of amenities like TV, Bulb, and also if there are safety hazards.

SUPPLIESNUMBERSWHERE TO PLACE THEMbed pad1on top of the mattress1st bed sheet2on top of the bed pad2nd bed sheet1on top of the first bed sheetBlanket1on top of the 2nd bed sheetBad cover1on top of the finished bedPillow with slip one for single bedpillow is encased with a slipand case2 for double bedto be placed at the head of the bed STEPS PROCEDURES PURPOSE ADDITIONAL INFO

1. Lay down the bed pad on the bed.Place it on top of the mattress, center it in and smooth it flat over the bed. Secure it by tucking-in the garter on the corner.Bed pad is intended to protect the mattress from stains.

2. Lay down the first bed sheetPlace it evenly on top of the bed pad with the center down; tuck in the bed sheet under the mattress at the head and foot of the bed .miter all corners then tuck in the undersides of the sheet in such a way that the sheet tightly covers the mattress.The bed pad sheet is intended to cover the bed pad. If tightly done, the sheet will not easily crumple.

3. Lay down the second bed sheetPlace it in such a way that the finished side of the hem is faced down at the head of the mattress.The sheet must be centered in such a way that the top of the sheet is pulled even with the headboard.This is not only beautiful to look at but also designed for the guest convenience.

4. Lay down the blanketPut it on top of the second sheet about 6inches away from the edge of the mattress (head portion) .This will make the bed appear neat and clean.

5. Lay down the bed coverFor a more presentable appearance; protect linen from dirt.

Make up of Check Out RoomsThis job should be executed immediately by the floor Supervisor and the assigned room boy once the room is vacated by the guest.Materials needed: Room boys cart, equipped with amenities and supplies1. Check for items left by guestIf there are any, surrender them to the housekeeping office and fill up the lost and found form.Guest may return to claim the lost items.

2. Pull the curtains or blindsPull through the pulley.This makes the room brighter and more visible during the make up.

3. adjust air con to desired temperatureAdjust to desired coolness through the thermostat control.Room must already be cool once guest enters the room.

4. Remove soiled dishes used during room service.Place them at the service station for pick up or bring them to the dishwashing area.Leftovers and soiled dishes can cause pest infestation and foul odor.

5. Empty all ashtrays and waste basket.Empty them into the trash bag of cart (if used), wash with soap and water, then wipe dry with dry cloth.Should there be any valuable thrown into the basket, pick it up and surrender it to the housekeeping supervisor.Trash must be promptly eliminated since they can breed pest infestation and cause foul odor.Lost and found items are to be recorded In a lost and found form and in logbook (see form).

6. Wash and wipe dry drinking glasses.Rinse first with hot water then wash with soap and water; wipe dry, then wrap a glass bags.This is done to prevent bacterial contamination.

7. Clean thermos jug then refill with cold water.Clean with water and soap by using brush, then refill with iced water.This is to prevent bacterial contamination.

8. Strip the bed of soiled linens and pillow case and replace them.Place soiled items into the linen canvass of the cart. Get fresh ones from the cart to replace the soiled once.Soiled linen are to be replenished daily.

9. Make up the bed.Follow standard procedures for bed make up.

10. Vacuum or shampoo the carpet and upholstered furniture.Vacuum if lightly soiled and shampoo if heavily soiled. Follow standard procedures for vacuum cleaning or shampooing.

11. Dust all furnitureIncludes baseboards window sills, mini-bar racks, bottles, wooden trays, etc.For mirrors and window glass use cloth and polishing chemical.Make sure that all dust and dirt are removed.Follow standard procedures in dusting.

12. Polish mirror and all other metaled fixtures.For metal fixtures like switch plate, door knobs, thermostat control, use metal polish.Metal polish can remove tarnish and restores the shine and glow of metaled fixture.

13.Replenish all room suppliesInstall items following standard procedures for bathroom make-up.Refer to standards of amenities installation.

14. Make up the bathroom Follow standard procedures for bathroom make up.

15. Fix curtains Close the light curtains completely. For the heavy ones, leave a distance of about 1 foot.To prevent the sunrays from penetrating the rooms, thereby maintaining the room temperature.

16. Check the overall condition of the room, including installed fixtures and appliances.

17. Close the door.See if the room is properly cleaned and made up and nothing is left unattended.Also check the working condition of TV, shower, etc.Check for safety hazards.Report any deficiency to your supervisor for her to make service request.The room boy will ne answerable if there is any defect that is left un-attended due to his negligence in making a thorough inspection.

REPLENISHMENT and MAINTENANCE OF BED LINEN

Replenished of linen1. All soiled linen items should be replaced with fresh ones. Bed sheets, pillow cases should be replace daily. Towels, Hand towels, wash cloth and bathmat should be replace daily if they are use by the guest. Blankets and bed Covers should be immediately replaced once they are soiled. All linen items use by sick guest should be replace daily whether soiled or not and should be segregated (in a plastic bag) for the rest of the linen items.2. Curtains should be replaced once soiled. 3. Request for additional linen items like pillows, blankets, etc. will be granted depending on the availability of the item. Once delivered, it should be immediately logged down by the supervisor or room boy.4. All linen items should be properly folded and installed in the right container or location.5. Shower curtains (if made of plastic) may not be replaced but should be washed and cleaned daily during the room makeup. Is a diff. curtain material is used, wash and dry it at least once a week.\6. New occupant shall be provided with a new set of linen even if the ones used by former occupant are still clean looking.7. The number and quality of linen to be used shall depend on the price of the room. Deluxe and suit rooms require linen of higher quality.HANDLING LOSS AND FOUND ITEMSOperating Procedures1. Any service personnel who finds any item left behind by guests in guestrooms and conference rooms shall bring the said item to the housekeeping office for safekeeping. Failure to do so is an offense and subject to discipline.2. The office staff who receives the item/s shall:Fill up the lost and found (L&F) receipt slip in triplicate Wrap the item and attach the original copy of the L&F receipt slip.Give the 2nd copy of the L&F receipt slip to the finder as he will present the slip upon claiming the unclaiming item to the guest.File the 3rd copy of the L&F slip at the housekeeping department and records the recovered item in the lost and found logbook.3. Lost and found items shall be kept in the designated safekeeping vault for:a. 2 to 6 days if they are perishable food, fruits, chocolates, shampoo, etc.The items can be released according to the discretion of housekeeping manager.b. 6 months for non-valuable items like clothes, towels, bags, etc.c. One (1) year for valuable items like jewelries, money, camera, etc.The items can be released acording to the discretion of the manager.The grace period may vary depending on the policy of the hotel.4. Efforts have to ba taken to inform the possible owner of the lost item. In case of group bookings, the organizer shall be informed.5. If thye items are not claimed after the grace period set for claiming said item, thye hotel management has the option to award it to the finder.6. Upon endorsing the item/s, the finder shall sign in the lost and found logbook.7. When a claimant appears to claim the item, the custodian of lost and found items must do the ff.: Check the name and identify of the finder. Ask for proper identification, ie.ID Ask him to describe his lost item and compare it with the one in the vault. If the identity of the item and the guest is confirmed, surrender the lost item to the claiment. Ask claimant to sign to acknowledge receipt of the item.

WHO IS REPONSIBLE FOR MINI BAR?In large hotels where voluminous mini bar transaction are made daily. There is a need to have a sub-section in rooms keeping unit to handle mini bar. This section is supervised by the mini bar supervisor. The daily transactions are performed by a mini bar runner