HOUSEKEEPING PROCEDURES

CROMWELL R. CABALU,MMHM,MBA

MODULE 1INDUSTRY UPDATE

LESSON 1:THE HOUSEKEEPING ORGANIZATIONWHAT 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 HOUSEKEEPINGDOMESTIC 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 roomsHallways and corridorsLobbyPublic areas and restaurantsOfficesWindowsStores, concessionairesGrounds 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 DEPARTMENTORGANIZATIONAL CHART (For large establishment)

HOUSEKEEPING DEPARTMENTORGANIZATIONAL CHART (For small establishment)

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

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

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

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

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

LESSON 2:THE HOTEL INDUSTRY AND ITS CLASSIFICATIONHotels are categorized by:LocationNumber of roomsOwnershipPricing planType of clienteleLength of guest stayFacilities offered

LOCATIONHotels may be categorized by their location as follows:DowntownSuburbResortAirportMotelCamps

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

OWNERSHIPThe 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 proprietorPartnershipsCorporations

SOLE PROPRIETOR is an individual business who uses his or her resources to set-up the business. Advantages:Ease of information- it is easy to form as no legal formalities are involved and the business can be closed whenever the proprietor desires.Direct motivation- the proprietor works hard as all the profit comes to him.Flexibility of operations- the proprietor can make necessary changes in nature and size of his business without government regulation and interference.Secrecy- the affairs of business can be kept secret as there is no partner to share confidential information.Prompt decision- the proprietor can decide business affairs without consulting.

Disadvantages:Limited capital-proprietors own assets may be insufficient for the business and his borrowing capacity is limited.Limited managerial skills- there is lack of specialization in sole proprietorship.Unlimited liability- the proprietor is personally responsible for all the liabilities of the firm and so his capacity to take risks is reduced.Lack of continuity- the life of a sole proprietor is uncertain and his family may lack the aptitude to continue his business in case of his illness, insolvency or death.

PARTNERSHIP is another method of raising funds. Partnership helps in aspiring for medium to large hotels.

CORPORATIONS are those companies with multiple shareholders.

PRICING PLANS

Pricing plans is another way to classify hotels. The plans are:European planRoom charges onlyAmerican planRoom + all mealsModified American planRoom + breakfast + lunch or dinnerContinental planRoom + continental breakfastBed and breakfastRoom + 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 CLIENTELEType 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 hotelGroup hotelFamily hotelConvention hotelYouth 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 STAYThe classifications of hotels according to length of stay are as follows:Transient HotelResidential 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 OFFEREDHotels can also be classified according to facilities offered.Star ratingDeluxe hotelsConvention hotelsConference hotelsCasino hotels

Business hotelsSport hostelsBudget hotelsSuite hotelsBed and breakfastTime-shareCondominiums

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 dcor and appointments as well as comfort.CONVENTION HOTELS are specially designed for such purposes. They have plenary hall that can accommodate a lot of delegates. CONFERENCE HOTELS would have similar facilities as convention hotels but scaled down in size.

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

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

LESSON 3:TYPES OF ROOMSA 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 ROOMSRoom 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 securityIt means privacyIt means convenienceIt means cleanliness and hygieneA home away from home

TYPES OF ROOMSADJACENT 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 areaDOUBLE 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 2PROFESSIONALISM

THE HOUSEKEEPER

LESSON 1:HOUSE POLICIES AND JOB-RELATED REGULATIONS

FOLLOW HOUSE POLICIESFind out what policies are in effectLearn about details of policiesPerform job according to house policiesPromote house policies

HOUSE POLICIESHouse policies are set of rules and standards that tell employees what is expected of them and how they should act in various work situations.IMPORTANCEIncreases quality of serviceStandardizes serviceIncreases positive conductIncreases safety and security of employees, employers and guestsImproves professional image

BE INFORMED about:In-house rules on employee behavior, e.g., smoking, chewing gum, food, personal telephone callsUnlawful conduct such as theft or destruction of propertyCompany privileges such as discounts, meals, or use of specialized servicesClothing or uniformAuthorized access to facilities for personal and professional use, e.g., parking, employee entrance, restaurant, poolsShift and pay informationTips/gratuities

It is important to FOLLOW HOUSE POLICIES and to PROMOTE THEM to co-workers.

LEARN THE DETAILS OF THESE POLICIES by:Asking the supervisorReading and understanding the training manual and employee handbook Attending staff meetingsTalking with co-workers to ensure common understanding

FOLLOW JOB-RELATED REGULATIONSIdentify regulations related to jobFamiliarize oneself with these regulationsKnow how to find information when needed

JOB-RELATED REGULATIONSThe workplace is governed by regulations that are designed to ensure basic conditions for work, health and safety.

IMPORTANCEClarifies rights and responsibilities of employers and employeesProvides protection for co-workers, guests and property.Increases self-confidence and sense of security.

KNOW JOB-RELATED REGULATIONS concerning:Individuals rights, e.g., discrimination, harassmentWorkers compensation/labor standards, e.g., hours of work, working conditionsOccupational health and safety

FAMILIARIZE ONESELF WITH THESE REGULATIONS by:Asking the supervisorReading the postings in the bulletin boardContacting government agenciesNote:There is a reason for house policies. Do not underestimate them. They improve the professional image of the propertys employees and departments.Remember that there are standards that govern work conditions. If you find yourself in a situation that worries you, call on resources who know how to handle the problem. Go to the companys human resources department or government agency concerned.

LESSON 2: GROOMING AND HYGIENEMAINTAIN PERSONAL GROOMING AND HYGIENEWear appropriate clothesShower or bathe and use deodorant dailyMaintain good dental hygieneKeep hair clean and controlledKeep fingernails trimmed and cleanComply with property standards and accepted use of cosmetics and jewelryWash your hands oftenMaintain good posture

IMPORTANCEPresents positive image and standard of cleanliness of self and propertyMakes contact with others more pleasantBuilds self-confidence and prideHelp 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 requiredClean hosiery in good repairClean, 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 dailyBrushing teeth daily and using mouthwash and visiting the dentist regularlyKeeping fingernails clean and trimmed and using only neutral colors if you wear nail polish

Keep hair clean and controlledWashing 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:PROFESSIONALISMBE PROFESSIONALDo not let personal problems affect your jobMaintain good personal and professional working relationshipsUse self-control when handling interpersonal conflictsAvoid gossip

Stay calm during peak periodsTake initiativeLearn from previous experiences and change behaviors accordinglyWork well without supervisionMaintain companys standard

IMPORTANCEImproves image of occupation and employerIncreases guest satisfactionEncourages repeat businessAllows one to more easily adapt to changesBEING PROFESSIONALEmployees who act with professionalism have a good attitude at work, concerned about quality of work and show good judgment.

To BE PROFESSIONALDont let personal problems affect your job by discussing, for example, personal problems with co-workers or guest while on dutyMaintain good professional and working relationships by being:Caring and considerate, e.g., help guests and co-workers, add supplies if there are additional guestsCheerfulFlexible, open to change and able to accept personal, social, ethnic, and cultural differences

Polite, e.g., maintain appropriate level of formality, use titles such as sir or madam or guests name (e.g., Mr. Jones) when possiblePositive, e.g., do not take negative situations or comments personallyPunctualWillingHonest and accurate when answering questions

Use self-control when handling interpersonal conflictsAvoid gossip and discuss any issues affecting your job with the supervisorStay calm during peak periodsTake the initiative, e.g., make suggestions on how to improve service, solve problems with direction from supervisor, when necessaryLearn from previous experiences and change behavior accordingly

Work well without supervisionMaintain companys standardsNote:Be caring and considerate with each guest. Smile and be welcoming so that they feel comfortable asking you questions.If you cant answer a guests questions, show good judgment. Dont make up answer that might put you in an awkward situation. Admit that you dont know and consult the appropriate person.

LESSON 4:TEAM WORKUNDERSTAND THE CHAIN OF COMMANDAsk the supervisor about the duties and responsibilities of other departmentsIdentify the procedures for communicating with various departmentsFollow house policies when dealing with other departmentsIMPORTANCEAllows effective use of timeIncreases efficiency of service to customers

BE A TEAM PLAYERFulfill the job description and employers expectationsFollow the chain of commandCommunicate with team membersWelcome new employeesMaintain good working relationships with other departmentsHelp co-workers who are feeling ill or who are very busy

IMPORTANCEHelps achieve personal and departmental goalsEncourages consistent product and serviceImproves staff moraleImproves communication and efficiencyIncreases pride in work

THE CHAIN OF COMMANDIn order to understand the propertys chain of command, ask the supervisor about the duties and responsibilities of the other departments such as:MaintenanceLaundry/valetFront desk/conciergeRoom service

Health and sports centerFood servicesHuman resourceGuest servicesSome 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 PLAYERThe morale of the team will solely depend on the willingness of team members to cooperate with one another.A GOOD TEAM PLAYER should:Fulfill the job description and meet the employers expectationFollow the chain of command

Communicate with team members to inform them of guests special needs or requestWelcome new employeesMaintain good working relationships with other departmentHelp co-worker who are feeling ill or who are very busy and advise the supervisor

LESSON 5:GRATUITIES / TIPSFOLLOW GUIDELINES FOR ACCEPTING GRATUITIESUnderstand and follow house policies regarding gratuitiesDo not assume that money/items left in a stay-over room are gratuitiesImmediately 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 beDo not assume a gratuity will be givenRefrain from talking about or counting tips in front of guestsAccept tips graciouslyReport tips/gratuities to the supervisor, if required

IMPORTANCEDiscourages false accusations of theft or misunderstandings about money left in stay-over roomsGRATUITIES/ 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 gratuitiesNot 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 drawerAdvise guest to use own judgment if asked what appropriate tips/gratuities would beNot 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 uncomfortableAccept gratuity graciously, thank the guest, and put gratuity away immediately upon receiptReport gratuities to the supervisor, if required

MODULE 3GUEST RELATION

LESSON 1:WORKPLACE COMMUNICATIONFORMS OF NON-VERBAL COMMUNICATIONBody languageEye contactHand signalsTone of voiceDistance between speaker and listener

EFFECTIVE COMMUNICATIONSpeak clearlyMake eye contactAvoid using industry jargon with guestsListen attentively

Ask questions to ensure understandingCommunicate appropriately with foreign-language speaking guestsCommunicate clearly while on the phone and in personBe aware of languages spoken by other staff members, in case translation is required

IMPORTANCEHelps to avoid misunderstandingAllows excellent guest service Allows information shared (verbally, non-verbally, or in writing) to be understood by all partiesRecognizes proper use of non-verbal communication

NON-VERBAL COMMUNICATIONSNon-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 smileUse a pleasant tone of voiceUse hand gestures that accord with what you sayMaintain a distance that shows that you are listening attentively to the guest without being too close or too far away

EFFECTIVE COMMUNICATIONEffective communication includes several skills and techniques that must be acquired.Clearly express yourselfThink before speakingUse proper grammarUse a pleasant tone and in your normal voiceBe polite, concise and preciseAvoid using industry jargon

Listen wellListen attentively without interrupting the speakerShow you are listening by nodding your head and smilingUnderstand wellBefore answering, get all the necessary information by asking questions to make sure you understand

Foreign language speaking guestsSpeak more clearly and slowlySpeak at normal volume, do not shoutUse appropriate gesturesOffer pen and paper, if necessarySeek assistance for translation

Guests with special needsFace hearing-challenged guests and use normal tone and level of voiceOffer pen and paper to hearing-challenged guestsUse your hand to attract the attention of hearing-challenged guestsNotify guests when approaching or leaving themGuide visually-challenged guests in their room by giving them a description of the furnishing and features; allow them to take you arm

Note:Always take the time to listen to what the guest is saying before answering.Use your hand to guide people rather than pointing with your finger; its more politeBe 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 INQUIRIESPROVIDE INFORMATION ABOUT PROPERTYBe informed about facilities and services in propertyIdentify facilities and services in propertyKnow the names and titles of managers and supervisors in propertyKnow telephone extension numbers for main departmentsAnswer guests questions

IMPORTANCEAllows higher level of serviceMakes guests stay more pleasantPromotes propertys servicesPromotes role of ambassador for the propertyIncreases revenue in property

PROVIDE INFORMATION ABOUT COMMUNITYKeep up to date with community eventsIdentify facilities, services, attractions, and events in the areaAnswer guests questions

IMPORTANCEPromotes community servicesAllows higher level of serviceMakes guests stay more pleasantIncreases revenue in communityPromotes role as ambassador for the area

INFORMATION RELATED TO THE PROPERTYGuests regard the propertys services and facilities as a way to benefit from a higher level of services and to make their stay more pleasant.You should know the propertys services and facilities in detail, so that you can inform guests about:The types of rooms availableThe types of services offeredThe hours of operation of services and facilitiesFire exits, etc.

You should also know:The names and telephone extension numbers of the managers and supervisorsThe 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 meetingsAsking co-workers and supervisorsChecking floor plans and visiting various facilitiesReading memos and brochures that describe your property

INFORMATION ABOUT THE COMMUNITYKnow about facilities, services, attractions, and events in your propertys area so that you can inform guests. This includes things such as:ShopsChurchesBanks and automatic tellersMedical facilities

Police stationsPublic transportationsTourism information centersKeep up to date with community events by:Consulting recent tourist brochuresListen to the radioRead 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 askWhen you respond to a guest, you become the spokesperson for your property or your region. Unless you are asked, dont give your opinion on the quality of a service or an activity.

LESSON 3:ROOM AND PROPERTY FEATURESDEMONSTRATE USE OF GUEST ROOM FEATURESKnow the location of guest room featuresLearn how to operate featuresExplain use of guest room features to guest when necessaryIMPORTANCEHelps guests to feel more comfortableIdentifies problems with room featuresAllows guests preferences to be accommodated, e.g., room temperature

LEND AND RETRIEVE PROPERTYS EQUIPMENTDetermine availability of requested itemObtain themDeliver item to roomPick up item promptly when notifiedCheck item to ensure that it is clean and in working orderReturn item to storage areaRecord return of itemInform supervisor of requested items that are unavailable

IMPORTANCEAllows use of available itemsDiscourages theftReduces chances of accusations of theftROOM FEATURESIn 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 accessControl, .e. g., lights, thermostat, air conditionerSpecial features, e.g., fireplace, voice messaging system, video, express check-out

In order to respond to guests inquiries about room features, make sure YOU KNOW HOW TO OPERATE THEM. Ask you co-workers or supervisor TO SHOW YOU HOW TO OPERATE FEATURES, if necessary.EQUIPMENT LENDINGWhen lending the propertys equipment:Determine availability of the requested item, e.g., blow dryerObtain the item and record information about it, the room number, and the dateCheck the cleanliness of the item and working conditionDeliver 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 notifiedCheck the cleanliness of the item and working conditionReturn item to storage areaRecord return of itemIt 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 COMPLAINTSHANDLE COMPLAINTS PROPERLYIdentify common guest complaintsRespond to complaintFollow up, if possibleInform supervisor about the complaint, orally or in writing as soon as possible

IMPORTANCEIncreases guests satisfactionImproves quality of serviceDecreases reoccurrences of same or similar problemsHANDLING GUEST COMPLAINTSTo minimize problems from happening again, you should be able to IDENTIFY GUEST COMPLAINTS in order to correct them and improve the quality of service.

Handling guest complaints requires:Emphatic Listening (listening from the guests point of view)AcknowledgementTreating the problem, not the symptomsCompensating the guestFollow upSoliciting guest feedback

Guests may have different kinds of complaints such as:Cleanliness, e.g., hair in tub, smoke odor in non-smoking roomEquipment, e.g., defective air conditioning, malfunctioning room key accessSupplies, e.g. towels are torn, not enough pillowsPropertys facilities and services, e.g., noisy elevator, no pool or business center

In HANDLING GUEST COMPLAINTS, you should:Stay calmThe more you remain calm and in control of the situation, the better chance you have to calm the guestListen with concernGive the guest your undivided attention.Maintain eye contact and avoid interruptions

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

Apologize for the problemSome 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 notesLearning 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 solutionsTell the guest what you can do and, if possible, suggest several options.Dont make promise you cant fulfill or which exceeds your authority.Involve the guest in solving the problem. This makes guest more likely to accept and feel satisfied with the solution.

Act on the problemFollow your propertys procedures and do exactly what you promised the guest.Tell the guest how long it will take to resolve the problem. Be specific, and dont underestimate the amount of time needed.

Monitor progressIf 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 upIf you feel it wont disturb the guest, check back to make sure that he or she is satisfied once the problem has been corrected.Guest appreciates this extra attention, because of your effort, they will probably forget any negative feelings they may have had earlier.

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

LESSON 5:GUESTS PRIVACYPROTECT GUESTS PRIVACYKeep matters seen or heard in guests rooms confidentialDo not answer telephone in guests rooms, or use telephone for personal callsRefer requests for information about guests to front deskKeep room assignment sheet out of sight to avoid displaying guest names and room numbers to othersBe quiet in hallways and other public areas

IMPORTANCEAllows guests to feel comfortable and safeEncourages guests privacy to be respectedPROTECTING GUEST PRIVACYGuest 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 confidentialDo not answer telephone in guests rooms, or use telephone for personal callsRefer requests for information about guests to front desk

Keep room assignment sheet out of sight to avoid displaying guest names and room numbers to othersBe quiet in hallways and other public areasHold conversation away from occupied roomsNote: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 1Let the students do the following facial expression:AngrySurprisedAfraidSadHappy

ACTIVITY 2Let the students perform do the following gestures:StopFollow mePointing a directionYes/No answerI dont know

ACTIVITY 3Let the students do a role play on demonstrating the following:Explaining the use of guestroom featuresTelevision and remote controlWater heater lending propertys equipmentHair dryer

ACTIVITY 4Let the students do a role play on giving information about the hotel and/or communityGCICBonifacio Global City

ACTIVITY 5Let the students do a role play on handling guest complaintsSCENARIO: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 4DEFINITION OF INDUSTRY TERMS

LESSON:DEFINE INDUSTRY TERMSINDUSTRY TERMSTo understand to industry termsIMPORTANCEAllows effective communication between workers and with guests

ADJOINING (ADJACENT) ROOMS are rooms that are side by sideAMENITIES are items placed in guest room at no extra cost for convenience and comfort, e.g., shoeshine kit, robe, hair dryerA.M. REPORT is a morning room status report to verify vacant roomsBACK-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 groupCHECK-IN TIME is the time at which guest rooms are available for occupancyCHECK-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 freeCONNECTING ROOMS are two or more rooms with private connecting doors that allow access between rooms without going to the hallwayDAY 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 housekeepingDO-NOT-DISTURB POLICY is a policy relating to how issues are dealt with so that guests are not disturbedDND is do not disturbEARLY 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 outFRONT OF HOUSE is any area of the property to which guests have access, e.g., lobby, restaurantGRATUITY (tips) is a token of appreciation received from guest for serviceHIGH SEASON is the time of year when tourist traffic is highest

HOSPITALITY ROOM is a room used for entertainingLINEN 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 timeLOW SEASON is the time of year when tourist traffic is lowestMOD is manager-on-duty (duty manager)

NIGHT LOCK security lock that can only be used from inside the room; prevents access to room for cleaningNO SERVICE is a guest who does not require that room be cleanedNO-SHOW is a reservation that has not been cancelled or used by guestNOT-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 bedroomPARLOR ROOM is a public washroom in propertyPAR 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 roomsPRIORITY ROOM (rush room) is a room that needs to be cleaned by specific timePROPERTY is a place for accommodation, such as hotel, motel, inn or resortRE-CHECK (tidy up) is a room needing minimal cleaningREGULAR RATE (rack rate) is posted rate charged for room

RESERVED ROOM/S are blocked roomsROOM STATUS is a code or description showing occupancy and condition of room, e.g., occupied, vacant/clean, vacant/dirty/out-of-orderRUSH ROOM is a priority roomSALON is a parlorSHOW 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 airportSKIPPER/SKIP is a guest who leaves property without payingSLEEP-OUT is not-slept-inSTAY-OVER is guest who stays for more than one nightSUITE is a large room with separate living and sleeping areas; name according to facilities included, e.g., junior, executive, one bedroom

TIDY is re-checkTIP is gratuityTOUR is a pre-planned program of travel that includes one or more components, e.g., transportation, accommodation, sightseeing, mealsTOURISM 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 bedspreadUNEXPECTED CHECK-OUT is a guest who leaves before stated departure dateUSE RATE is day rate

VACANT/CLEAN (vacant room) is a room which is clean and ready to sellVACANT/DIRTY is check-out roomVACANT ROOM is vacant/cleanVIP is very important person

MODULE 5SAFETY AND SECURITY

LESSON 1:SAFETY PROCEDURESWORK SAFELYWear proper clothingBe familiar with appliances and equipment before using themUse electrical appliances and equipment carefullyDo not clean appliances and equipment that are not your responsibility

Watch your stepUse step stool or step ladder when reaching for high objectsProtect your back from injuryBend knees to pick up objects on the groundWatch for hazardous items when cleaningBe careful when handling garbage

Lock garbage and linen chutes after useCheck temperature of water before useDo not leave cleaning supplies and unsafe areasCover all open wounds with bandageDo not run on the floors or stairsPush the cart with two hands from proper end

Do not overstock cartsTry not to favor one side of the body when performing tasksPivot 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

IMPORTANCEReduces risk of injuries to employees, employers, and guestsReduces financial losses resulting from work-related injuriesWORKING SAFELYTo work safely you must use common sense and follow safety guidelinesTo 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 themUse electrical appliances and equipment carefully:Ensure lamp turned off or unplugged before changing the bulbHold plug, not cord, when unplugging equipmentNot clean appliances and equipment that are not your responsibility, e.g., sprinklers should be cleaned by maintenanceWatch 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 practicesDont overreach; instead move body closer to objectWhen replacing the shower curtain take the necessary measures to avoid injuryChange comforters safelyBend 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 itemsSelect proper type and size of gloves for activityPlace hazardous items in designated containersBe careful when handling garbage never place your hand inside the garbage container

Lock garbage and linen chutes after useCheck temperature of water before useNot leave cleaning supplies unattended on cartReport 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 stairsPush 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 tasksPivot and move your body instead of overstretching your arms when vacuumingNot put more pressure than necessary on hand when cleaning with a clothNote:Prevention is the key to safety at work. Always be aware of potentially hazardous situations.

LESSON 2:EMERGENCY PROCEDURESIDENTIFY FIRE SAFETY INFORMATIONIdentify common causes of fire in guest roomsDescribe common classification of fireDescribe PASS system for using fire extinguishersRESPOND TO EMERGENCY SITUATIONSBe prepared for emergenciesBe prepared in case of fireBe prepared in case of injury or illness of guest or co-workerBe prepared in case of death at property

IMPORTANCEShows commitment to safety and securityAllows better control of emergency situationsHelps emergency personnel deal with emergency situationsFIRE SAFETYBe 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 ashesFaulty electrical wiringImproper use of electrical equipment or appliancesImproper use of candles

CLASSIFICATION OF FIRECLASS A-ordinary combustibles. e.g.. cloth, wood, paperCLASS B-flammable liquids, e.g., paints, cleanersCLASS C-live electrical wiringCLASS D-combustible metal, e.g., magnesium

PASS system for using fire extinguishersP Pull pin or active extinguishers according to manufacturers instructionA Aim extinguishers at the base of fireS Squeeze trigger or release retardant following manufacturers instructionsS Sweep from side to side

RESPONDING TO EMERGENCY SITUATIONSVarious 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 routesLocation of evacuation informationParticipate in the fire drill

Identify locations of emergency facilities and equipment, for example:First aid kitsFire extinguishersFire alarmsCircuit breakers

Identify procedures for using fire extinguishers and follow certain guidelines:Do not attempt to control or extinguish big or spreading firesUse appropriate extinguishers for the type of fireUse PASS systemRecord use of extinguisher in logbook and report to supervisor, regardless of the amount used.

In case of FIRE, you shouldTreat all fire alarms as real as fire situationsStay calmIdentify the location of the fireSound the alarmInform telephone operator or front desk immediately of the situation

Do not place yourself in dangerClear hallways of obstructions, e.g., cartsDo not use the elevatorsHelp guests to leave through the fire exitsDo not re-enter the fire zone

In case of INJURY or ILLNESS of guest or co-worker, you should:Stay calmInform telephone operator or front desk immediately of the situationStay with the person until help arrivesDo not move the injured personNever dispense any medication

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

In case of DEATH, you should:Stay calmDont talk about the incident with guests or co-workersInform your supervisor, the front desk, or the telephone operator immediately of the situation

If the body is in the guest room:Dont touch anything in the room unless you are permission to do soClose and lock the doorComply with medical or police requirementsProvide details for the incident reportNote:If you will STAY CALM, you will be able to respond more effectively and safely during emergency situations.

LESSON 3:SECURITY PROCEDURESFOLLOW SECURITY PROTOCOLIdentify security problemStay calmTake appropriate actionDont discuss security matters with other guests or co-workers

Provide information for incident reportIMPORTANCEProtect employees, guests and propertyCreates climate of security and well-being for staff and guestsPROVIDE SECURITY IN GUEST ROOMSLock the connecting doors between guest rooms when they are not occupied by the same party

Close and lock windows and balcony/patio doorsCheck if peep holes in doors are not obstructedNever give guests room numbers to other parties

Never tell guests which rooms are vacant and occupiedNever show rooms to guestsNever open the door to a guest without verifying the guests identification

When cleaning guest rooms:Leave door open and place cart in front of guest room door to create a partial barrier, orEnsure door is closed and room being serviced sign is on door

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

Follow guidelines for key securityLock guest room doors when leaving, even if only momentarilyIMPORTANCEProtects employees, guests and propertyCreates climate of security and well-being for staff and guests

SECURITY PROCEDURESSecurity 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 failureTheftVandalismFightHarassmentloiterers

Stay calmTake appropriate action:Never put yourself at riskDont try to handle situations by yourselfReport immediately any verbal, physical, or other threats, e.g., criminal, sexual Speak politely when dealing with disruptive guests; dont be rude or argumentative, regardless of mood or mannerisms of guest

Immediately leave guests room if situation poses risk or makes you uncomfortableContact security personnel, your supervisor, or the front desk and provide details about security problem, e.g., location, nature of the problemNot discuss security matters with other guest or co-workers

Provide information for the incident report, for example:Details of the situationGuests name and telephone numberDate and timeAction taken

PROVIDING SECURITY IN GUEST ROOMSHaving 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 partyClose and lock windows and balcony/patio doorsCheck if peep holes in doors are not obstructed

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

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

Report to your supervisor or to the front desk a do not disturb sign on a door after check-out timeFollow guidelines for key security:Follow sign-in and sign-out proceduresKeep master keys with you at all timesDo not leave keys unattended or on cartsKeep keys out of sightLock guest room doors when leaving, even if only momentarily and ensure that door locks properly.

LESSON 4:ROOM STATUS REPORTIdentify discrepanciesReport to supervisor or switchboard/front desk if unable to clean room or if any discrepancies are foundComplete p.m. reportIMPORTANCEHelps management know how many guests are staying at propertyIncreases guest security and safety, e.g. in case of fire

REPORTING DISCREPANCIESReporting 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 vacantRooms that should be occupied but are notReport to supervisor or switchboard/front des if unable to clean room or if discrepancies are foundComplete p.m. report

Room Status Report/ Housekeepers ReportThe 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 ITEMSWrap and bag item and label itTake found items to housekeeping departmentDo not contact guests regarding found itemsIMPORTANCEIncreases chances of lost items being returned to ownersIncreases awareness that found items belong to guestsHelps to protect against accusations of theft

HANDLING LOST AND FOUND ITEMSLost 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 itemName of finderLocation found, including room number, if applicabledate

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 cardsdo not contact guests regarding found items

LOST AND FOUND PROCEDUREWhen the item is found by the housekeeping staff, it must be immediately reported to the supervisor.The supervisor immediately informs the control desk attendantThe 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.

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

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.

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

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.

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

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.

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 6PREPARING FOR WORK

LESSON 1:WORK SHIFTBEGIN AND END SHIFT SYSTEMATICALLYBegin the shift End the shiftIMPORTANCEDecreases loss of keys/key cardsIncreases productivityEncourages consistency and organization

THE SHIFTAt the beginning of the shift, you should:Sign in by using the punch clock or filling in the time sheetSign out the required keys/key cardsPick up the room assignment sheet and check for special assignments and requestsPick 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 discrepanciesReturn unused suppliesSign in the keys/key cards

Sign in lost and found itemsSign out by using the punch clock or filling in the time sheetCheck the schedule before leaving for changes and assignmentNote:By working systematically, your work will be more consistent, more effective, and better organized.

LESSON 2:HOUSEKEEPERS TROLLEY PREPARE THE TROLLEYKeep trolley and caddy clean and tidyPlace supplies in designated areas on trolleyDo not overload trolleyEnsure adequate supplies are on the trolleyRestock trolley at the end of the shift

IMPORTANCEAllows better organizationHelps to ensure that adequate supplies will be on hand

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

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

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

Place supplies in designated areas on cart, for example:Stack linens, paper supplies, and glasses so that they can be pulled out easilyStack items that are used often at front of the cart

Not overload trolleyEnsure 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 standardsTop shelf- guestroom amenities and cleaning chemicals2nd and 3rd shelf- bathroom towels/linensBottom shelf bed linensLeft side- cleaning tools & equipment

Dispose of soiled linen, garbage bags, recyclables in appropriate areas

ARRANGEMENT OF ITEMSThe 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 dusterDust panMopSpongesCarpet sweeperVacuum cleanerToilet caddyToilet brush

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

LESSON 3:LINEN STORAGESTOCK LINEN ROOMSort and store linens and toiletriesEnsure par stock of suppliesKeep linen room orderly and cleanNote and report missing or damaged linens or suppliesTurn off light and lock door when leaving

IMPORTANCEAllows better organizationHelps to ensure that adequate supplies are available

THE LINEN ROOMIt 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 padsBed spreads

Sort and store amenitiesEnsure par stock of supplies, for example:Bath robesShower curtainsPaper tissuesToilet paperHangers

PillowsBlanketsGarbage cansGarbage bagsVacuum cleaner bags

Keep linen room orderly and cleanNote and report missing or damaged linens or suppliesTurn off the light and lock the door when leaving

LESSON 4:CLEANING PRODUCTS AND TOOLSUSE CLEANING PRODUCT AND TOOLSUse product properlyBe sure that cleaning tools are in good condition before useVacuum cleanerStep ladderToilet brush

Push mop (dry dust mop)DusterOther brushesBucketsRags and spongesGlovesFoam nozzle and spray nozzle bottles

IMPORTANCEAllows rooms to be cleaned thoroughly and to property standardDecreases wasteIncrease safety and well-being of guests and co-workersIncreases life of facilities and equipmentHelps to prevent damage to surfaces

USING CLEANING PRODUCTS AND TOOLS CORRECTLYYou 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 requiredCheck the cord for tangling and plug for loose connectionsHandle the vacuum cleaner carefully to prevent damage, e.g. unplug it by pulling the plug and not the cordUse even strokes to cover the entire area

Start vacuuming at the furthest point from exitMove light furniture and vacuum beneath itAvoid hitting furniture and baseboards, this could cause damageLook 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 exampleCrevice tools for ledges, corers, and furniture cornersSmall brush for furniture, upholstery, and drapesFloor brush for hard-surfaced floorPower nozzle for carpets; be sure to adjust the height to the carpet pile

Clean the vacuum cleanerWipe hose and power nozzleRemove dust balls, strings, and hairs from attachmentsReport problems to the maintenance department

In using the STEP LADDER properly, you should:Place it on a level, stable surfaceOpen it and lock it into positionMove 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 cleanClean 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, hardwoodClean the mop head by washing or vacuuming it

In using the FLOOR MOP (WET MOP) properly, you should:Use it for washing interior floorsClean 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 dustCover the area with strokes in one directionClean 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, telephoneUtility brushes for floorsSmall whisk brushes/brooms for sweeping outside areas

In using BUCKETS properly, you should:Label the buckets and use for specified duties onlyCheck that water temperature is not too hotDont overfill, e.g., rinse, disinfect, and dry

In using RAGS AND SPONGES properly, you should:Use a clean, damp rag for dustingHave separate sponges/rags for cleaning bathroomsFrequently rinse and squeeze out sponges/rags during useClean 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 strippingHeavy duty gloves for toiletsIndustrial-strength gloves for handling hazardous materials such as needlesWash 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 safelyTypes 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 7CLEAN 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 GUESTROOMSCheck room assignment sheetCheck door to see whether guest is ready to have room made up

Knock on door with knucklesAnnounce self wait for a momentCall supervisor with problemsContact supervisor if unable to enter all assigned rooms

IMPORTANCEConfirms status of roomsAllows early reporting of serious breaks or missing itemsRespects guest privacy

CLEAN GUEST ROOMSTurn on lightsCheck for luggageRemove dirty and loaned itemsDispose of garbage carefullyDisinfect garbage cansMake beds

Clean bathroomsDust and check functioning of room featuresDisinfect telephone and ice bucketsLook for items left by guestCheck furniture for damage

Notify supervisor if furniture or items are missingIf extra furniture is in room, return it to proper placeCheck any equipment that does not seem to have been used by guests

Check walls, carpets, windows and doorsReplenish amenities VacuumFollow house policy for stay-over rooms

IMPORTANCEReflects overall cleanliness of propertyIdentifies damage and/or needed repairsMay reveal items left by guests in check-out roomsIncreases appeal of rooms

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

Before entering a guest room, you should:Check the assignment sheet to confirm room number and determine room statusNote any special requests and the guests name, if it is provided.

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

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

2.IF NO GUEST ANSWERS.Unlock the door and open it carefully in case the chain lock is in use. Contact your supervisor if there is no sign of the guest and the door is chain locked. Enter the room slowly and say HOUSEKEEPINGIf 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 GUESTROOMSBy proceeding systematically, you work will be more consistent and more effective. You will maintain the quality of your work and the rooms will be cleaned based on propertys standards

In cleaning guestrooms, you should:Turn the lights onCheck for luggage; treat found luggage as other found itemsRemove dirty item and ensure that:No guest belongings are in the soiled linensThe 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 itemsDispose of garbage carefully:Recycle items according to house policyEmpty ash trays in designated containersPlace syringes, broken glasses, and sharp objects in designated containers

Disinfect garbage cans and replace garbage bagsMake bedsClean bathroom/sDust and check functioning of guestroom amenities:Fix problems if possible, e.g., replace burnt out light bulbReport problems to appropriate departments, and report leaks immediately

Disinfect telephone and ice bucketsLook for items left by guest under the bed and in drawers. If you find anything, you should:Wrap/bag and label lost and found itemsInform your supervisor immediately when valuable items are found

Check furniture for damage, e.g., holes, tears, burns, or stains in upholstery, drapes or carpetNotify supervisor and indicate on room assignment sheet if any furniture or item are missingIf 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 necessaryReport areas that need major cleaning to supervisor

Replenish amenitiesVacuum:The floor and under furnitureBase boardsUpholstered furnitureOther areas, e.g., ceiling corners, window sill

For stay-over rooms, you should:Follow house policy when:Adjusting the air-conditioning unitMoving guests personal belongingsRemoving glassware and cupsStraightening furniture that guests have moved Not open drawers

Leave cots and cribs in the roomRemove only items found in the garbage canOffer 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 STANDARDSPROVIDE TURN-DOWN / EVENING SERVICEProvide turn-down service according to house policyTake care of special requestIMPORTANCEMakes guests feel importantIncrease comfortEnhances propertys imageAllows opportunity to refresh rooms

ENSURE THAT GUESTROOM IS IN ORDEREnsure proper placement of furniture and accessoriesDisplay printed materials neatly according to house policyEnsure that window are locked, electrical items are turned off, the room is deodorized, and temperature is comfortable

Set two-way switches for lightsCheck bathroom to be sure it is clean and presented properlyCheck room from door wayCheck doorsReport that room is ready as per house policy

IMPORTANCEGives positive impression of the roomAllows rooms to be presented consistentlyReflects propertys of service

TURN-DOWN/ EVENING SERVICEThe turn-down service can make a difference to a guests opinion of the propertys quality of service. In order to increase guests comfort:Provide turn-down service according to house policy, for example:Turn-down bed coversFresh bathrooms

Turn on lightsClose curtainsTurn on radio to designated stationFill the ice bucketTake care of any special request according to house policy

KEEPING GUEST ROOM IN ORDERIn 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 shelfFold 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 exampleDrapes and blindsLamp shade seams are facing nearest wallPictures are straightCushion zippers are not showing

Display printed materials neatly according to house policyEnsure that:Window are locked Electrical items are turned offRoom is well deodorizedRoom temperature is comfortable

Set two-way switches for lightsCheck bathroom to be sure it is clean and presented properlyBefore leaving the room, check the room from the doorway and ask yourself:Has everything been done to meet propertys standards?Is everything clean?Is everything working?Have all supplies been replenished?Does the air smell fresh?

Take a last look around and ensure that:Door to connecting room is locked, if applicableEntry door has no finger marksPeep hole is installed properly and securelyEntry 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 BEDSStrip the bedMake the bed Change or remove cots and cribs or call for removal

IMPORTANCEIncreases guest comfortsEncourages neat appearance of bedsSaves timeHelps to prevent injuryPrevents contamination of linens

MAKING BEDSAs 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 blanketsCheck the cleanliness and condition and replace them if they are soiled or tornPlace them on furniture- never place them on the floor.

Pillow casesPut them on the sheetsCheck the cleanliness and condition of the pillows and replace them if they are soiled or tornPlace the pillow on the furniture with the comforters and blankets

Bed sheetsThe sheets should be folded in ward without shaking themKeep soiled sheets away from your body and clean linensSoiled sheets should be immediately placed in the designated place; do not place soiled sheets on the furniture or on the floorWet, 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 damagedCheck 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 installedGet 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 bedCheck 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 downwardEnsure 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 appearanceEnsure that the bed skirt is hanging properly and has a neat appearance

Put pillowcases on the pillow and :Ensure pillows are entirely coveredFluff 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 pillowsPlace pillow on bed spreads

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

PREPARE ROOMS FOR GUEST

LESSON 4:CLEAN BATHROOMSCLEAN BATHROOMSTurn on lightsPut on gloves, e.g., disposable or rubber glovesUse only cleaning rags or cloth designated for use in bathrooms

Remove dirty linens and used amenitiesFollow house policy when tidying guests personal itemsDisinfect garbage cans

Spray or sponge disinfectant in sink, bathtub, tub enclosure, and toiletClean rubber bath mat, if applicableClean sink and vanity mirror

Clean the showerClean the bathtubRemove glovesPut on appropriate gloves and clean the toilet

Spot clean walls, ceiling, light fixtures and bulbsWash both sides of door, door knobs and robe hooksReplenish bathroom towels, amenities and glasses

Replace toilet paper roll, end should be on top and folded.Clean the floorCheck the bathroomReport deficienciesTurn off the lights

IMPORTANCEMinimizes the spread of bacteriaShows the overall cleanliness of propertyIdentifies damage and/or needed repairs

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

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

Remove dirty linen and used amenities and place them in the appropriate areasFollow house policy when tidying guests personal items

Bathrooms require several cleaning task. You must work methodically and thoroughly. You should:Disinfect the garbage cansSpray 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 disinfectantPlace the rubber mat upside down in the hot water and leave it to soakScrub, rinse and wipe the mat

Clean the sink and vanity mirror:Check drain for hairWash 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 holderClean visible pipes-wipe, dry and shine

Clean shower:Wash, disinfect, and dry the shower curtain and liner or the doors and track:Replace, if necessaryMake sure the shower curtain hangs neatly

Wipe and shine the walls, curtain rod, floor, shower head, and soap holderRemove hair from drainTurn the shower head towards the wall

Clean bathtub:Ensure the shower switch is offClean, wipe, dry and shine the tiles, tub, soap holder and fixtureRemove hair from drainEnsure 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 disinfectantWash 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 disinfectantWash, disinfect and dry the toilet seat and lidDisinfect the gloves and remove them

After cleaning the toilet, you should:Spot clean walls, ceiling, light fixtures and bulbsDust surfaces fan ventsWash both sides of doors, door knobs, and robe hooks

Replenish towels, amenities, and glassware: Display amenities neatly with labels facing forwardEnsure that towels are neatly folded and properly placedEnsure that there is extra toilet paper and paper tissues

Place toilet paper roll on the paper dispenser. End should be on top and foldedClean the floor:Sweep or vacuumWash the floor with disinfectant using a clean rag or spongeBe attentive to corners, around the toilet and behind doorsWipe the baseboardsWipe the floor dry

Inspect bathroom to ensure that:The counter top is tidyNo hairs are left, e.g., in the bath or behind the doorReport deficienciesTurn off the lights

CLEANING AND MAINTAINING PUBLIC AREASSTORING AND MAINTAINING CLEANING EQUIPMENT AND MATERIALSGUESTROOM CLEANING PROCEDURE

MODULE 8CLEAN PUBLIC AREAS

LESSON 1: SELECT AND HANDLE CLEANING EQUIPMENT AND MATERIALSSELECTING AND HANDLING CLEANING EQUIPMENT AND MATERIALSThe surfaces you will be required to clean may include:Front StepsGlassTiled surfacesFloors/floor coveringsWoodFabric

Cleaning Equipment will include:Caution/Hazard Warning SignsProtective Clothing, e.g., glovesGarbage bags Buckets and mops for cleaning and drying floorsBrooms for sweeping floors

Janitors trolley for transporting cleaning suppliesVacuum cleaners for cleaning carpet, rugs, hard floors, fabric covered furniture and curtainsCloths/rags for dusting, wiping and polishing surfacesFloor polishers/buffers for hard floor surfaces

Cleaning Materials/Chemicals includes:Detergents for cleaning floorsFurniture polishGlass and window cleanerMetal polishSanitizersDeodorizers

If incorrect materials are used:It may cause hazardIt is likely that surfaces will not be cleaned properlySurfaces 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 odorPoor image for the property

CLEANING EQUIPMENT AND MATERIALSCORRECT HANDLING OF CLEANING EQUIPMENT AND MATERIALS

LESSON 2: CLEAN PUBLIC AREASCLEAN PUBLIC AREAS

LESSON 3:STORE AND MAINTAIN CLEANING EQUIPMENT AND MATERIALSSTORE AND MAINTAIN CLEANING EQUIPMENT AND MATERIALSThe following equipment and materials should be stored and maintained properly:sponge/clothbrush/broomsqueegee/mopvacuum cleanerpolisher/buffertrolleychemicals

IMPORTANCETo prevent accidentsTo prevent injuries to oneself and fellow staff membersTo prevent contamination and spread of bacteria / germsDaily work routine will improveStock takes will be made easierInventory control & ordering will be made easierMaintenance will be completed more efficiently

STORING AND MAINTAINING CLEANING EQUIPMENT AND MATERIALSCORRECT STORAGE OF CLEANING EQUIPMENT AND MATERIALS

TIPS OF CORRECT STORAGE PRACTICESHooks / clips must be used to hang up items such as brooms & mopsStoreroom must have a lockable doorThere must be good ventilationSufficient lighting must be presentChemicals must be labeled & stored away from other materialsChemicals must NEVER be stored/kept in old drink bottles (e.g. Gatorade bo