ACCESS COMPUTER AND TECHNICAL

COLLEGES
Department of Hospitality and Tourism Management

HOUSEKEEPING MANAGEMENT
Chapter I: Introduction of
Housekeeping
Housekeeping – The aesthetic upkeep and maintenance of cleanliness and order in
a house or lodging establishment.

Function of Housekeeping

1.Cleaning – Includes all methods of cleaning and a comprehensive understanding of

the different surfaces and the best tool and solution to clean them so as to preserve the
long life of those surfaces. A housekeeping staff must have knowledge of these
surfaces and their properties and the technical knowledge on how best to clean them. A
know how on the different degrees of stain and soil is essential.

The different surfaces that challenge housekeeping are:

 Wood – Usually found in furniture’s and flooring

 Granite or Marble – Used extensively for wall and flooring finishing as well
as counter top and bathroom sinks

 Ceramic Tiles – Used as an alternative flooring to other expensive

material found in bathrooms, kitchen.

 Metal – Includes aluminum, stainless, brass, chrome, galvanized iron used

in varied application

 Vinyl – used as office flooring

 Plastic or Fiber Glass – used in various artifacts and office equipment’s

 Rubber – used for sound proof rooms like meeting rooms

 Leather – used in furniture

 Cloth – used for upholstery and furnishing

2. Maintenance – the role of housekeeping is to identify, report and follow-up on

those items that are defective or malfunctioning throughout the facility and ensure that
they are rectified with engineering support which come in a way of:

 Electrical – fused bulb, defective plugs, short circuiting of any kind, faulty
air-conditioning

 Boiler work – The supply of hot water in guestroom

  Mechanical work – safety boxes, doors and window locks

 Plumbing - faulty taps, clogged drains and water closet, WC flushing

system

 Civil work – any masonry work, seepages and chipped painting

 Carpentry work – broken or shaky furniture, broken glass panes and

mirror

Types of Maintenance:

 Regular Maintenance – Is performed when an item is broken & need to

be repaired. A job order form is filled up by the housekeeping staff that
forward two copies to the maintenance and keep the duplicated filled until
the work is done.

 Preventive Maintenance – Refers to an organized effort to prevent the

premature wear and tear of equipment by way of proper use, care,
cleaning, oiling and other measure.

 Planned Maintenance – Is an organized method and carried with a

forethought control and the use of a record to a predetermine plan.

3. Aesthetic Upkeep – Are those measures used to beautify the property which
includes landscaping around the premises and providing flower and decoration in
internal public areas.

 Flower Arrangement – Floral art contribute significantly to the aesthetic

upkeep of a hotel. Fresh flower arrangement all over the hotel are
provided and maintained by housekeeping.

 Landscaping – The science of designing and developing land for human

enjoyment. In a hotel it represents the external capture area where visual
impact is created by garden and adornment that enhance it. The external
area represents the quality of hotel and its management and provides the
evidence of the same to a visitor even before he/she step inside a hotel.
 Interior Design – is the orderly arrangement of lines, formsm, color, texture etc, to
create beauty in interior part of the hotel

 Decorative design – is the surface enrichment on structural design. It

enhances an object. Any line color or materials that have been applied on a
structural design for the purpose of enrichment constitute a decorative
design.

Types of Housekeeping

Domestic Housekeeping – housekeeping maintenance in the house

Institutional Housekeeping – housekeeping maintenance in commercial lodging
establishment like hotels, motels, inns, resort, etc.

Areas of Housekeeping

1. Public Area – areas that the guest could accessed

 Lobby
 Restaurants
 Reception
 Ballroom and Function Rooms
 Offices (executive, accounting, engineering, housekeeping)
 Clinic
 Locker rooms
 Basement
 Guest lifts
 Public toilets
 Windows
2. Floor Area – are areas that exceed the public area
 Guest rooms
 Hallways and Corridors
 Floor Pantries
 Back Stairs
3. Perimeter Area – the external area outside the hotel
 Swimming pools
 Garden
 Pavement and Drive Thru
 Walkways
 Carpark
 Section of Housekeeping

 Executive Housekeeper Office – the main administration centre for the

department. It must be independent cabins to provide housekeeper with
silence to plan out her work. It will also provide her the privacy to counsel
her staff or hold departmental meetings. It should be preferably in glass
paneling so as to give her a view of what is happening outside her office

 Desk Control Office – Adjacent to the Executive Housekeeper’s office. It

is the main communication centre to various points of housekeeping
department as well as other department for coordination. It determines the
effectiveness of the housekeeping function.

 Lost and Found Section – section that stores a items that are lost,
misplaced or left behind by guest

 Mini-Bar section – section that stores all guestroom mini-bar items

 Linen Room – the room where house linen in circulation are stored and
issued

 Uniform Room – the place where all staff uniforms are stored and issued

 Linen Store – a room which keeps a stock of new linen to replenish those
in circulation when they are lost or damage

 Tailor Room – The room that houses in house tailor and seamstress who
attend to stitching and mending job.

 Floor Pantry – Each guestroom floor must have a floor pantry to keep a
supply for the floor and normally situated at the service landing near
service elevator

 Heavy Equipment Store – This the room that stocks bulky item such
shampooing machine, mechanical ladder, carpet extractor, vacuum
cleaner, floor polisher.

 Green House – a facility that houses plants and flowers in controlled

climatic condition.
  Horticulture Equipment Store –the room that keeps garden equipment
such as spade, shovel, rake, trowel, lawn mower, pitch fork, leaf blower,
grass cutter, pruner , trimmer, tiller, hoses and pots.

 Upholstery Yard - this is a space provided to store damaged upholstered

furniture.

Hotel Departments that Coordinates with Housekeeping

1. Front Office – for handing over of departure room

2. Human Resource Department – for manpower staffing and socialization, for

recruitment, orientation, salary administration, staff welfare , discipline, career
guidance and exit formalities

3. Purchasing –for the procurement of out of stock housekeeping amenities and

supplies

4. Food and Beverage – for fresh supply of linen

5. Engineering – maintenance of housekeeping equipment and facilities

6. Security – protection of guest life and belongings

7. Sales & Marketing – provide the groundwork of selling hotel facilities to

prospective client which is back-up by front office by providing the room while
housekeeping ensur es the positive experience during the guest stay
 The Organizational Chart of Housekeeping

Organizational Chart - Is a written diagram of the management position in an organization.

It represent the span of authority of a department head within the organization.
Job Description – Is a written description of the job to be performed in a job
position. It specifies the parameter within which a job is done. These parameters include
the following

 Reporting Relationship

 Authority and Control

 Coordination with other Department

 Status within a Departmental Hierarchy

Job Description of Housekeeping Personnel

1. Executive Housekeeper – Responsible for the total upkeep of cleanliness in the

entire hotel

2. Assistant Executive Housekeeper – Manages the resources (manpower,

money, machine, materials and minutes) given by executive housekeeper.
He/she heads the operation side

3. Floor Supervisor – In charge of the cleanliness of the guest floor

4. Public Area Supervisor – responsible for the cleanliness of the hotel public
areas.

5. Minibar Supervisor – responsible for the stocking of guestroom minibar.

6. Room Attendant – responsible for the cleanliness of the guestroom.

7. Minibar Attendant – in charge of installing ,replenishing and inventory of

guestroom minibar.

8. Carpet Attendant – in charge of cleaning repairing and laying down carpet.

9. Houseman – handyman that do the physical work of hovering carpets in guest

floors and public areas.

 Floor Houseman – in charge of guest floor cleanliness and assist room

attendant during mass check – out.
  Public Area Houseman – in- charge of the cleaning of the public areas of
the hotel

10. Cloakroom Attendant – male or female in-charge of cleaning public area toilets.

11. Gardener – do the actual digging planting, and watering of plants.

12. Housekeeping Clerk – take order of message on phone and coordinate it to all
concerned persons.

13. Pest Control technician - attends to the preventive and control of pest through
preventive and corrective measures.

14. Linen Room Supervisor – responsible for the issuance of linen and uniform
according to the standard laid down by the management.

15. Tailor / Seamstress – attends to mending and stitching jobs.

16. Linen / Uniform Attendant – in charge of the issuance of linen and uniforms.

17. Laundry Supervisor – in charge of the over-all operation of the laundry.

18. Valet Runner – picks and deliver laundry items of guest.

19. Sorter / Marker – sort, classifies and label all laundry items.

20. Washer – wash and dry all laundry item

21. Flat Ironer – in charge of all pressing works.

22. Steam Presser – performs steam pressing.

Qualities of Housekeeping Personnel

1. Well Groom – Housekeeping personnel have a face to face contact with the
guest, he or she represents the image of the property, a well groomed staff
represent qualities of hygiene, professionalism and management style

2. Polite – By frequently using terms such as thank you, please, may I help you,
excuse me, pardon me.

3. Orderly – Guest evaluate the property by how order the personnel are

4. Disciplined - the hallmark of a good housekeeping staff.

 5. Courteous – Housekeeping staff should always be courteous to guest and
colleagues on all occasions by extending smiles and cheery greeting.

6. Customer Oriented – By putting all thoughts action toward creating positive

customer experience

7. Honest – housekeeping staff requires a high degree of honesty as they are time
they are to work in a guestroom without the guest but their personal belonging
inside the room.

8. Physically Fit - a housekeeping staff must be physically fit as they are to work
on their feet eight hours or more

9. Eye for Detail - they should have a sharp eye for things that are not quite right

10. Tactful – housekeeping staff must have the ability to solve difficult situation

Different Body Position required in doing Housekeeping task

Housekeeping staff changes body position every 3 seconds while preparing a
room. If we assume that the average cleaning time for a room is 40 minutes and she
does 16 rooms in a shift he/she would end up doing 8000 different postures every shift.
It can be classified as “heavy” to very heavy work because the energy required is
approximately 4 kilo calories per minutes.

 Walking – consider the miles that public area personnel will cover when
cleaning the length and breadth of a hotel. The gardeners will be walking
long distances to care for landscapes and gardens

 Standing – all housekeeping personnel are on their feet in a full shift

 Stopping – room attendants will need to stop to pick garbage from floors,
to clean bathtubs and water closets, and to get linen from bottom shelves
of maid cart, to tuck in corners of bed sheets in guest room etc.

 Squatting – gardeners will need to squat for long hours to while preparing
flower beds and planting seeds. Their work at the nursery involves long
hours preparing flower pots for indoor decoration

 Kneeling- room attendant would kneel while cleaning bathroom floors.

Public area staff would do the same to clean gbrtrdstubborn stairs from
floors from higher
 Stretching –linen keepers will stretch to get linen and uniform from higher
shelves. Room attendants would stretch to clean the upper reaches of
bathroom tiles and mirrors

 Reaching – all housekeeping personnel will have to reach for something

or the other. Room attendants will have reach for cleaning supplies; linen
and uniform keepers have to reach for items in exchange, the florist has to
reach for things while doing the flower arrangement etc.

 Twisting – room attendant and public cleaners have to twist their torso to
clean areas around them to achieve maximum productivity

 Crouching – this is required to clean lower reaches of furniture like under

dressers and lower shelves of wardrobe. Gardeners have to crouch to
tend to floor indoor plants, etc.

 Lifting – room attendants have to lift weight linen off beds and maid carts,
housemen have to lift heavy furniture and carpets, public area housemen
have to lift furniture to rearrange them, gardeners have to lift potted plants,
and list goes on

 Pushing – housekeeping personnel have to push maid cart, vacuum

cleaners, shampoo machine, trolleys etc.
 CHAPTER II: Cleaning;
Cleaning Elements, Method,
Equipment’s and Supplies

Dirt – is the residue we remove from the area we cleaned

Types of Dirt
A. Dust – basic source of dirt and in the form of particles

B. Soil – dirty mark- when particles mixed with water and oil, it become soils
 Type of Soils

Dry Soil – comprise of sand , grits, and other abrasive products

Oily Soil – oil and grease

Dye Soil – the worst type which comes from foods and drinks.

C. Stain – a blemish- when the patches of soil dry up in any surface, it becomes
a stain

D. Tarnish – loss of luster- caused by stain that were not removed for
sometimes, then it recognized as a damage surface.

Cleaning Elements
A. Time – combine with other element of cleaning

B. Mechanical Action - wiping with rug, scouring with pad, brushing with toilet
brush or wiping the bathroom, it will take time to remove dirt

C. Chemical Action – application of chemicals such as toilet bowl cleaner to

remove dirt, it required time to be effective

D. Temperature – when the type of dirt could not be remove by the first 3
elements. Temperature shall be required to complete cleaning process. A
greasy pot could not be cleaned by the first 2 elements. It could be loosened
with the application of hot water. For the blood stain on cloth, applying cold
water with body soap. Rub on the blood spot will easily remove the blood.
Application of hot water on laundry detergent could harden the blood stain

Cleaning Method
A. Air cleaning – is required when an area or space has bad odor. Usually, the
bad smell is noticed when the area is not cleaned. To be able to clean the
area, basic air cleaning method must be applied. Dirt must be removed from
the area. Clean the surface and disinfectant

B. Dry Surface Cleaning – removing dirt by using cleaning tools (rag, brush,
broom, scraper, dry mop ,and rake) that do not required wetting.

C. Wet Surface Cleaning – requires the addition of water or liquid on dirt

coupled with the following tools(rags ,scouring pad, brush and wet mop)
 D. Washing of textile materials - hotel have public material installed in different
area that needs washing or regular schedule to maintain cleanliness. The
methods of washing are wetting, sudsing, rinsing extracting and drying.

E. Waste segregation and disposal – are essential to keeping the environment

clean. This method involved all human senses to decide which waste material
should be disposed or recycled. Wet garbage is usually disposed while
recyclable waste materials are sorted and collected.

Ways to Organize Cleaning;

A. Orthodox / Traditional / Conventional Cleaning – in this type of cleaning the

room attendant complete all the tasks in a given room before moving to another room.

B. Block Cleaning – doing the block cleaning, the room attendant move from one
room to another and completes the same task in every room, before moving back to the
first room with a new task to begin the cycle again.

C. Team Cleaning – this kind of cleaning require two or more people work
together in an area either on the same task or a different task.

D Deep Cleaning – intensive or specialized cleaning undertaken in guest rooms

or public areas. Often conducted according to a special schedule or on a special project
basis.

Cleaning Schedules;

A. Daily Cleaning Schedule – are the absolute minimum that must be done on a
daily basis to keep the hotel clean. This schedule may even need to be done more than
once during the day. Example – dusting of furnitures and fixtures.

B. Weekly Cleaning Schedule – this schedule does not require daily work , there
are still some of the most important task to be done in the hotel. Some items may
need to be completed such as polishing wooden furniture, vacuuming upholstered
furniture

C. Monthly Cleaning Schedule – are generally weekend schedule. There are

area in the hotel that can be neglected during the daily and the weekly cleaning
sessions but a good thorough monthly cleaning is needed. Example – duct cleaning

D. Periodic / Seasonal Cleaning – the most forgotten part of hotel cleaning as

these areas are given only little attention two or three times a year but it is vital in
cleaning the hotel such as cleaning the lights..
Categories of Cleaning Equipment’s
1. Electro Mechanical

2. Containers

3. Brushes

4. Mops & Brooms

5. Cleaning Cloth

6. Sundry Equipment

7. Personal Protective Equipments

1. Electro Mechanical – machines run by electricity

A. Vacuum Cleaner – equipment used for absorbing dusts, dirt’s, liquid on

carpet

a) Upright Vacuum – used in cleaning guest room

b) Large Area Vacuum – used for hallway & area with extensive
carpet

c) Wet & Dry Vacuum – used for wet pick (carpet & floor) , also
called Hydro Vacuum

d) Back vacuum – for cleaning vertical & high surface

e) Dustette Vacuum – a small light vacuum cleaner used for

cleaning curtain, upholstery & mattress

B. Floor Polisher – used for polishing, buffing, scrubbing, stripping, &

shampooing

C. Shampoo Machine – used to clean carpets & rugs

 D. Rotary Floor Machine – have several applications- to shampoo, polish,
scrub both carpets and floor just by the change of an attachment

E. Drapery Cleaner – used to clean extensive upholstery & curtains found

on banquet , lobbies and restaurant

F. Portable Steamers – used to wrinkle out draperies & upholstery in

public areas

2. Containers – used to contain dirt’s & liquid

1) Waste Bin 4) Scoop / Dipper

2) Pails & Bucket 5) Dust pan

3) Basin & Bowl 6) Mop squad

3. Brushes – used for brushing away dirt’s & liquid

1) Toilet Brush / Swab 7) Furniture Brush

2) Tooth Brush 8) Tapestry Brush

3) Gout Brush 9) Steel Brush

4) Paint Brush 10) Chair Brush

5) Wall Brush 11) Push Brush

6) Hand Brush 12) Sink Brush

4. Mops & Broom s

1) Coco Broom 5) Feather Duster

2) Soft Broom 6) Mop

3) Carpet Broom 7) Squeegee

4) Ceiling Broom

5. Cleaning Cloth –equipment used for wiping and drying purposes

1) Rags 4) Chamois Leather

2) Glass Cloth 5) Cloth Duster

 3) Flannelette 6) Floor Duster

6. Sundry Equipment

1) Step Ladder 3) Mechanical Ladder

2) Stool Step 4) Airing Rack 5)Discarded Linen

7. Personal Protective Equipments – refers to protective clothing such as helmets,

goggles or other garments designed to protect the wearer’s body from injury or
infection. The hazard addressed by PPE includes physical, electrical, biohazard
and airborne particular innate.

Why PPE Is Important – making the workplace safety includes providing

interaction, procedures, training and supervision to encourage people to work
safely and responsibly.

Types of PPE

a. Respiratory – respirator

b. Skin protection – gloves, laboratory coat, face shield ( protection from

chemical splash )

c. Eye protection – goggles, face shield, safety glasses, full piece respirator

d. Hearing protection – earplug and earmuff ( protection against noise )

8. Other Cleaning Equipment’s

1) Carpet Sweeper – to vacuum/ sweep the carpet

2) Tongs – for picking up dirt’ s & cigarettes butts on ash tray

3) Oiler – for spraying oil in hinges of door

4) Insect Sprayer – for eliminating insect and pest

5) Scouring Pad – for scrubbing purpose (Green / White)

6) Sponges – for cleaning fine surfaces

7) Carpet Blower Dryer – for dying carpet

Cleaning Chemicals
a. Wood Polish – for polishing wood & leather surfaces
b. Insecticides – for eliminating insects and pests

c. Methylated Spirit – for polishing glass surfaces

d. Air Freshener – for removing foul odors in guest room & toilet

e. Carpet Stain Remover – for removing spot or stain on carpet

f. Disinfectant – for disinfecting toilets & urinals

g. Metal Polish – for polishing brush, copper, & metal surfaces

h. Lacquer/ Paint/ Thinner – to remove lacquer or paint on hard surfaces

i. Muriatic Acid – for removing cement and plastic remains on floor

j. Wax Stripper – for breaking up old waxes

k. Degreaser – used to remove grease, oil dirt, carbon, ink & mildew

l. Emulsion Wax – buffable wax used for resilient floors

m. Polymer Sealer – non-buffable wax used for wooden floors

n. Solvent Wax – kerosene base wax also used for wooden floor

o. Paste Wax – for polishing stone floor

p. Drain Cleaner – expedite draining of clogs

q. Deodorant Cake – for deodorizing purposes.

 How to use Floor Polisher
Preparation:
To install the brush or pad driver follow this procedure:

1. Put the handle in the upright position

2. To lock the handle, push the locking lever down

3. Tilt the machine backward until the handle is on the floor

4. Put one foot on teach side of the machine

5. Align the lugs on the locking plate into the drive adapter openings

6. To lock the brush or pad into position turn the brush or pad driver to the left

7. Turn the brush or pad driver to the right to unlock and remove the brush

8. Lift the machine to the vertical position

Note: To prevent damage to the brush or pad driver, remove the accessory
while not in use. Keep the brush in a cool dry place.

How to Adjust the Handle:

1. The locking lever is on the lower part of the handle tube. Lift the lever with
your foot

2. Lower the handle to the best operating position

3. Using your foot, push the locking lever down

4. Hold the handle against your body for the best control

How to Operate the Machine

Warning: never start a polisher when the handle is in the vertical position

1. Lower the handle

2. Lock the handle in the best position for operation

 3. Apply pressure to the levers to start the machine

How to Control the Machine

The side to side movement of the machine is controlled by lifting the handle and
pressing down on the handle. Raise the handle to move the machine to the right. Press
down on the handle to move the machine to the left.

Maintenance
The motor is a capacitor-induction type motor. A capacitor-induction type motor
does not require motor brushes. if repairs to the gear until or motor are needed, do not
disassemble the gears and motor. Return the machine to the nearest Clarke service
branch. For safe operation and longer life or your Clarke product use only genuine
Clarke parts.

How to use Wet and Dry Vacuum

Connecting the Hose:

The hose has a press mechanism to lock the hose to the suction end.
Press the lever on the hose and push the hose into the suction end/blower end
(depending on usage) of the euro clean WD Vacuum Cleaner. The hose will be securely
locked to the vacuum cleaner body. This enables you to gently pull the unit, by holding
the hose, while cleaning

Connecting it to your Power Supply:

The euro clean WD must be connected to an AC power supply at 230 V

nominal voltages. Each outlet socket, to which it may be connected, must have a rated
capacity. To connect the unit to the power socket, pull out the cable from the cord
winder outlet of the unit, as shown alongside, and plug it into the main socket unit.

Switching it on:

Press the power switch to either high or low position depending on the
cleaning area and nature of dust. The motor will start and the pop-up indication will get
lifted from the exhaust or blower port. Use high for stubborn dirt or quicker operation,
use low for lighter applications.
 CHAPTER III:
Floor and Surfaces
Care, Cleaning &
Maintenance
Types of Floor
1) Hard Floor – Hard, not easily pierce, and cold under foot.

a) Marble – rock consisting of metamorphose limestone that is

cut and polished

b) Terrazzo – consist of marble chip set in cement

c) Granolithic - made up of granite chip

d) Ceramic Tiles – baked clay glaze or unglazed

e) Concrete – made of cement, sand & gravel

f) Pebble wash-out – mixture of river stone & cement

g) Granite – a coarse grain plutonic rock of acid composition

h) Brick – a rectangular block of clay kiln in a very high

temperature

i) Terra Cotta – hard baked clay tile in reddish purple color.

j) Mosaic Tile – a picture of pattern provided by an

arrangement of small pieces of stone

k) Slate – metamorphic rock which is split into flat smooth plate

2) Resilient – a man made floor, elastic, non-porous and buoyant under

foot

a) Linoleum – mixture of solidified linseed oil, gums, pigment &

cord dust lay on burlap, canvas & felt backing

b) Vinyl – made of plastic

c) Asphalt Tile – mixture of asbestos fiber, resin & asphalt

d) Rubber Tile – made of rubber

 3) Wooden Floor – Made of wood

a) Strip & Board – consist of plunks of wood measuring 10cm

to 175 cm wide nailed to the joist

b) Wood Block – made in variety of sizes generally laid on

concrete based & secured by mastic

c) Parquet – made from specially selected hard wood such as

oak, mahogany, maple & formedial panel

d) Mosaic – similar to parquet but smaller in size

e) Dance Floor – sprung floor

4) Carpeted Floors – floor made of fibers

Types of Carpet
1. Woolen Carpet – have large piles. They have luxurious feel and are expensive.

2. Cotton Carpet – . they are inexpensive and do not have the luxurious look and
their color fades faster.

3. Synthetic Carpet – widely used nowadays in hotel. They are inflammable but
durable and flexible in design and construction. They absorb sound and more
resistant to stain & microorganism

4. Silk Carpet – Very expensive, delicate & are only used in special rooms. They do
not last long but are luxurious looking. Usually used as throw rug& suites &
deluxe rooms. Best examples are Persian & Cashmere rugs.

Elements of Carpet
1. File – face

2. Backing – material to which the file is secured

3. Padding or Cushion – to which the carpet rest

Fiber used in Carpet

1. Wool

2. Animal’s Hair – goat, , calf, deer

 3. Jute – brown, hard fiber, produced from plant

4. Sisal – plant fiber of biscuit color

5. Coir – coarse coconut fiber

6. Acrylic

7. Nylon

8. Rayon

9. Polyester

10. Polypropylene

Sources of Carpet Spots & Stain

1. Sugar & Starch – wipe spot with a cloth or sponge then rinse it with clear water.
Use dry cleaning fluid or an absorbent powder cleaner

2. Milk – sponge with a solution of water and detergent, then rinse it with clear
water

3. Ink – if a spot is caused by a washable ink, use a damp, absorbent cloth. If the
stain comes from a ballpoint mark , use dry-cleaning fluid

4. Pet spots - sponge urine spots of pets thoroughly with clear water then blot it off
quickly, go over the spot and apply a solution of water and detergent, the wipe off
with cloth that is dampened with clear water, blot a way any excess liquid. If the
spot has dried out, saturate it with solution of ½ cup vinegar to one cup of warm
water and let it stand for a few minutes. Blot and repeat the treatment until the
discoloration disappears. Then dry carpet as quickly as possible

5. Wax – if the wax has dried, use a stiff bristle brush to remove solid matter. For
spots caused by paste or liquid wax or furniture wax, use a dry cleaning fluid. If
stain remains, rub it with warm soapy water or a foam-type rug cleaner. Spots
from self-polishing floor wax should be cleaned with warm water and detergent. If
necessary, follow with foam-type or dry-cleaning fluid or both.

6. Cigarette burns – if burn appears on the surface of the rug, use a sharp scissor
to skip away blackened ends of tuft. Sponge with a solution of wax and
detergent, then sponge again with clear water. For severely spots, consult a
professional carpet repair service.
Types of Carpet Stains
1. Group A – Includes soft drinks, alcohol, candy, urine, excrement & starches
sponge the spill lightly with cold water and wipe it with a sponge or tissue paper.
For stubborn stains, sponge a detergent solution, rinse with clean water, blot dry
with paper towels; and then completely dry and brush up the affected areas.

2. Group B – Ink, face cream, & other oily substances

3. Group C – Combination of group A and B and includes shoe polish, coffee,

vomit, blood and crayon blot out or scrape the spilled substance. Then sponge
the detergent solution. Is stains remain after the area is dry, use cleaning fluid

Method of Cleaning Carpet

1. Dry Vacuuming Method – The vacuum cleaner is the main machine in this
category. It has the advantage of sucking dust from, between piles. It also lifts
piles, level them in one movement, & removes dust completely

2. Hot Water Extraction – Hot water extraction is sometimes referred to as steam

cleaning. In this method, hot cleaning solution is sprayed under pressure onto the
carpet & is immediately extracted with a vacuum source. The dirty solution is
collected in a recovery tank & is flushed into the waste system of the hotel. The
advantage of this method is that it has the ability to flush large amounts of
contaminants out of the carpet. It is the most preferred method & has the deepest
cleaning action most suited to carpets with thick piles.

3. Shampooing – This method involves wetting the carpet & shampooing it. The
equipment used is a motorized circular brush that injects cleaning solution at
pressure into carpets that loosens & seeks the dirt out. The resultant dirt solution
may be sucked from the surface. This method relies on vacuuming after the
shampoo dries.

4. Bonnet Method (Dry Cleaning) – This method is another wet cleaning method
with a difference. It injects the cleaning solution mist into the carpet in the form of
a spray & allows the carpet to soak the solution for a short while. It is then buffed
with a rotary machine with absorbent pad that agitates the surface of the pile

5. Dry Foam Method – this method is very similar to shampooing in that it relies on
the aggressiveness of the brushing action, which is done by counter rotating
cylindrical brushes. The method uses a high foam shampoo detergent with less
 liquid. It is applied by a rotary machine with brush that suspends soils &
emulsifies oils. The resultant liquid on the carpet is sucked out by a wet vacuum
cleaner. Like shampooing it is suitable method for thick pile carpets.

6. Manual Method – This is using the carpet brush & dust pan. It is recommended
to brush against the piles to make stand.

7. Dry Powder Cleaning Method – In this method dry powder or crystal are
sprinkled on the carpet & work into the pile with a hand brush. The powder
absorbs soils & later removed by vacuuming the carpet surface. This method is
ideal for high traffic areas that cannot be obstructed for long period of time.

Types of Floor Cleaning

1. Sweeping – Removing dirt from the floor using sweeper

2. Dust Mopping – Dusting away dirt on the floor using floor duster

3. Wet Mopping – Mopping floors using highly wet mop

4. Damp Mopping – Mopping floor using slightly wet mop

5. Plain Polishing – Retouching the floors using floor polisher

6. Spray Buffing – Spraying with buff finish to retouch and keep the glass of the
floor

7. Floor Stripping – Require application of stripping solution

8. Finishing Floor – Performed on floors that are stripped of old wax and sealed for
protection

9. Sanding -is a process of smoothing woods and wood finishes with the abrasion
of sand paper.

Categories of Furniture& Fixture Surfaces Used in Hotel in both bedroom

areas and public areas
1. Wood Surface – most hotel furniture are made of wood is either coated with
paint of the same appearance as wood. It is maintained by dusting, wiping with a
damp cloth, or washing when necessary, avoiding the use of strong alkalis and
coarse abrasives. Examples of furniture made of wood are vanity table, coffee
 table, chairs, cabinets, and closets. You must remember that wood is extremely
absorbent so it requires some kind of protective finish to prevent it from
absorbing moisture, grease and dirt to make cleaning easier.

Steps in Cleaning a Wooden Surface

1st – spray wood polish lightly over the surface

2nd – wipe the top with a rag using a horizontal vertical motion

3rd - wipe sides and legs taking special care at crevices

2. Mirrors & Glass Surfaces – Table tops, Looking Glass, Glass Panels

Mirrors and glass may come in the form of decorative tiles. It may be used
as a wall covering, as a looking glass or as table tops. You will now
practice cleaning a mirror/ glass surface. Remember that horizontal
surfaces are cleaned with a horizontal-vertical motion while vertical
surfaces are cleaned with an overlapping circular motion.

Steps in Cleaning Mirror & Glass Surface

1st – spray methylated spirit on vanity mirror

2nd – with a damp chamois leather or lint-free cloth, start it from top to
bottom using an over lapping circular motion

3rd – polish with a dry lint-free cloth

3. Metal Surfaces – Stainless steel, Chrome & Brass Plating, Metal fixture in hotel
can be made of silver , silver plated, steel, chromium, stainless steel, brass and
copper. To prevent corrosion, many metals require a protective coating and this
may be given by anodizing, electroplating or the use of transparent lacquers,
plastics, nylon, enamel or other chemical coating and their appearance may then
be maintained by daily dusting or wiping with a damp cloth and washing if
necessary. Metals are used in fixture such as taps, bath handles, baths, sinks,
room number, shower fitments, signage’s, mirror frames

Steps in Cleaning Chromium Tap, Bath handle or Door Knobs

1st – dust/wipe dry using a dust cloth

2nd – wash fixture with liquid all-purpose cleaner

 3rd – pour a small amount of metal polish in a clean, dry dusting cloth

4th – apply on the surface and wipe until it shines

4. Upholstery Surfaces – Leather, Leatherette, Suede, Fabric mixture Floor

Floor Cleaning Process and techniques

Proper Mopping Motion

 Mopping should be done in an S motion while walking backward

 Mop, rinse and dry small sections at a time

 Use the appropriate mop head for different size areas

Mop Bucket Considerations

 Bucket should have large cylindrical handles for easy lifting

 Long folding handle or pedals for wringing mop reduces stress on arms
and back

 Bucket should empty from bottom

Wet Mopping :
 Sweep the floor.
 Remove sticky substance with a putty knife.
 Prepare mopping solution in the bucket wringer, soak mop and
wring lightly.
 Mop first the floor surface close to baseboards and corners.
 With a figure 8 stroke movement, start at a corner moving
backward.
 Try as much as possible to cover the full width of the corridor. If
the surface is a large open space, work in lanes dividing the
space equally as you complete mopping.
 Always ensure that wringer bucket is behind you for easy access.
 Rinse mop and change water in the bucket, using the same
process.

Dust Mopping/ Flooring :

 Check the dust mop if it is clean and the swivel is working.
 Place dust mop at the corner of the floor supposed to be mopped
in front of you.
 Make sure the handle is about the center of your body. Walk
pushing the dust mop forward.
  Work toward the end of the floor surface, turn around and walk
back, making sure to control the swivel movement from left to right
and dust is caught with the mop (head).

Floor Stripping :

Stripping – is the elimination of embedded dirt, oil and old layers of floor
finish and sealer.
The process completely cleans and prepares floor for the application of new
coats, floor sealer or floors finish (wax). Floor stripping products are used for
this purpose.

Steps :

1st – clear the area of dirt and spots so that the dirt/soil will not be absorbed
by the stripping solution, sweep or vacuum the floor thoroughly. Remove
sticky deposits or material with a putty knife.

2nd – place a caution sign to prevent slips on the floor.

3rd – mix 1gal of floor stripper to 4gals of water in a bucket, the dillution will
depend on the degree of soil. Heavy soil needs higher dilution.

4th – spread the solution on the floor with a mop and let it be absorbed for
10-12mins, soaps soften the old film to make stripping easier to accomplish.

5th – scrub the area thoroughly from the farthest to the nearest, using a floor
machine with abrasive pad.

6th – pick up the softened and suspended film, dirt and soil, mop or use a
wet-dry vacuum.

7th – rinse the floor thoroughly.

8th – let the floor dry completely, Recoat when necessary

A. Sealing Floors – Sealing follow stripping. A floor sealer-chemical is applied

on the floor to protect the surfaces and to act as a bond between the floor
sealer and the finish(wax). Sealing helps to smoothen rough surfaces and
scratches. It also protects the floor of other types of floor abuse thereby
enhancing its appearance.

Steps:
 1st – prepare the floor area. Place the caution sign in a visible location. Put
supplies and equipment in the floor area to be sealed. Put plastic bag(liner)
into the empty bucket that is to be used for the sealer solution, then pour
sealer into the lined bucket. Using the plastic bag liner keeps the bucket clean
and keeps the sealer from becoming contaminated with any residue that
might be in the bucket

2nd – dip the damp mop head into the bucket with a sealer, wring out gently
such that the mop head is wet but does not drip

3rd – trace/ outline the entire area to be sealed, start in one of the baseboards
in the farthest corner of the room

4th – apply the sealer to the floor area, work by section, do a side to side
motion, starting from the farthest corner and moving backward toward the
door, overlap the strokes. Avoid having puddles of sealer on the floor

5th – allow the floor to dry completely before applying wax

B. Finishing Floor – To finish a floor means completing the process of floor

cleaning through wax application only after it has been stripped of old sealer
and wax and after it has been sealed with a sealing solution

Steps:

1st - prepare the floor for mopping, dip the clean mop into the bucket
containing the finish solution

2nd – apply the floor finish, wring it as tightly as possible through the mop
wringer/ squeezer, partition the area to be mopped such that mopping can be
done part by part, start the application in a corner of the room opposite the
door or work towards the door, coat the edges of an small enough to be
covered easily before the finishing begins to dry , re-wet the mop with a floor
finish to make sure the finishing chemical is applied evenly continue to apply
the finish, covering each area before the adjoining area is dry. To make a
smooth even application, make sure all pores are properly filled to lasting
protection.

3rd – allow time for the floor finish to dry, the allowance for drying is at least
one hour

4th – apply another coat when necessary, apply the succeeding coat of finish
only after the first coat is thoroughly dry. To avoid contaminating the
remaining contents, never return leftover finish to the product container.
C. Maintaining Floors – After the floor stripped, sealed, and finish with the
given steps, it has to be regularly maintained with proper cleaning and other
maintenance tasks so that its gloss, quality and condition will be sustained
and it will neither suffer from premature wear and tear.

Daily Routine:

1st – sweep the floor with a broom to remove loose dirt and litter

2nd – dust mop with a treated cloth

3rd – spray –buff regularly with buffing chemical. Spray 2-3 squirts on the
floor, then buff immediately to restore shine.

4th – sweep the floor with a broom or collect dust using a vacuum cleaner.

5th – damp –mop the floor regularly with a cleaning agent

 Chapter IV Rooms and
Floor Practices &
Procedures
Housekeeping Briefing – that process at the beginning of the work shift provided
by the management in order to facilitate a two way communication between the
management and staff.

1. Dress Turnout – housekeeping staff are mostly in the public eye. It is

therefore, important that they are well-groomed and hygienically clean. While
grooming projects the image and quality of the hotel. The housekeeper,
therefore, checks the following:
 A. Personal Hygiene-fingernails are cut short, housemen are shaven and
there should be no body odor. Body is a hazard in hot climates and
staff is encouraged to use deodorant and light colognes.

B. Hair should be clean neatly combed/ arranged. Hairnets are suggested

but not essential

C. Uniforms must be clean and well-pressed. They must be of proper size

and well-fastened

D. Shoes must be the prescribed wear of establishment that have low

heels and well-polished

2. Allotment of Duties- at a briefing, the duties of each staff member and the
areas of accountability are explained. Some hotels believe in a rotational
policy of assigning rooms to make room attendant and housemen familiar
with all the floors and rooms of the hotel.

3. Policies and procedures – the briefing is the opportunity for re-emphasizing

policies and procedures of the property especially those that impact on
housekeeping staff. It is the time to introduce new policies and receive
queries and clarification about them.

4. VIP’s in the house –the housekeeper must give the names and room number
of VIP’s in the house

5. Feedback from Staff –briefing time is the best opportunity to receive

professional grievances that impact on the productivity of the staff. (Personal
grievances are handled in privacy on a one-to-one basis and not in a public
forum like a briefing). It is beneficial to productivity and morale if grievances
are resolved immediately and not allowed to fester.

6. Training – briefing is the time to coach staff in minor tasks.

7. Recognition and praise – since all housekeeping staff, on a given shift,

assembles and a briefing, it is the good opportunity to praise those who given
good work.

8. Guest Complaints –in spite of the best intension of the hotel, guest
complaints continue to come as each guest perceives in his own special way.
Such complaints must be logged by the guest to the A)Control Desk
Supervisor, B) Guest Relation Executive, c)Lobby Manager, D) Guest
Comment Form, E) General Manager, F) Floor Supervisor and, G)Room
Attendant. Such complaints must be looked upon as a gift by the guest to
 improve services. To protect the hotel from further recurrence of bad service,
it is best to tackle the complaints immediately and encourage suggestions
from the housekeeping staff to get their ownership of the complaint and rectify
the same.

9. Other Information – it is important to dive information of a general nature.

The housekeeping staff must be integrated with the rest of the hotel so that
they see “the larger picture “of operation rather than being cocooned in their
own small world.

Rules on a Guest Floor

Rules for the Floor Attendant

Prior to commencing work on the floor, all housekeeping staff, especially room
attendants must follow some floor rules that lend an air of efficiency and least inconvenience
to guests. The floor and rooms are most private and personal to the guests who are concerned
about the people who frequent them.

1. Always be in uniform and properly groomed when entering the floor. The moment a
room attendants enters the floor, she reflects the image of the property. It is
punishable for room attendant to be out of uniform when on duty.
2. Always reach the floor by the service elevator and enter through the service
entrance. The guest elevators are meant for the guest only.
3. Conversation among the floor staff must be restricted to a minimum. In case
communication is necessary, this must be done in low tones even when
guest are not in sight.
4. Unnecessary movements like running or jumping must be avoided. Such
movements can disturb guests in the room.
5. The passageway must be kept free of equipment trays or trolleys.
6. Room attendant may enter only those rooms that are allotted to them. They
are not permitted to enter other rooms as a precaution toward security and
accountability.
7. Guests room door must be kept wide open when the room is being attended
to. This notifies the supervisor as to which room is being cleaned and where
to reach the room attendant. It also a protection to the room attendant from
undesirable guests.
8. When speaking to a guest in the room for any reason, do so while standing
at the doorway and not inside the room which becomes an infringement of
the guest’s privacy.
9. The floor telephone must be attended promptly. Continuous ringing of a
phone can be irksome to guests in neighboring rooms.
10. Room attendant must greet all guests with a smile, according to the time the
day. It is a professional courtesy and creates a friendly environment on the
floor.
11. Staff must be helpful and should not readily give information that can lead to
guest dissatisfaction
12. Alertness to guest movements is necessary so as report anybody suspicious
to the floor supervisor and ultimately, the security.
13. Remember that the guest is always right. Arguing with a guest is prohibited.
If a guest is being reasonable, refer him/her to the floor supervisor.
14. It is prohibited to enter rooms with a “Do-not-Disturb” sign. The DND feature
is prohibited by hotels worldwide to permit guests to rest without
disturbance. Guests may have checked in late or may be trying to adjust to
time zones. They deserve uninterrupted rest. It specially applies to airline
crews who check in at odd hours especially when they have been on
international flight.
15. If DND sign is on for a long time, long DND signs especially those that span
over two day shift unusual, guest could be sick and in need of medical help.
There have been cases of death in the past in such a situation.
16. If the guest returns when the room is being cleaned, the room attendant may
ask the guest if she can continue or come later
17. In spite of following the room entry procedure, if the guest is found asleep or
awake, apologize and quickly withdraw and shut the door softly. Sometimes
the room attendant may hear the sound of the shower in the bath room
indicating the reason for the guest not attending to the door knock.
18. Always follow the procedure of entering a room even if the room is declared
vacant. The procedure includes knocking the door and announcing
“Housekeeping” to be repeated after 15 second if there is no reply. This is
required especially in busy hotels that have frequent check-ins. I such a
case the status of an arrival get known to the room attendant much later
than the event.
19. Always accompany the room service staff when they are clearing trays and
maintenance staff for repairs, when they enter the room. We have
understood that the room attendant much later than the event.
20. Do not open the room to any unauthorized personnel. Resident guests are
expected to have their own keys. Other guest should not enter at any cost.
21. It is important to report any suspicious articles like arms and drugs to the
floor supervisor who may call the security for further inspection.
22. Housekeeping personnel cannot make external calls from the guest rooms.
External calls are only permitted from floor telephones as an exception only
after receiving the permission from the floor supervisor.
 23. Maid carts are kept along the walls to give a freedom of movement along the
corridors to guests and other personnel.
24. It is important for security reason to try to familiarize with the faces of
resident guests as a control measure. While this may not always be possible
it is a good practice
25. Dump garbage and soiled linen in the designated hampers of the maid cart.
such items must be away from guests view.
26. Caution guests of wet floors in the corridors (if uncarpeted) or in the room.
The correct practice is to put “wet Floor” signs as a precaution.

The Guest Room

- A Housekeeping professional must be familiar and have knowledge of the

rooms of the hotel available for sale. Each hotel has a variety of rooms to
meet the needs of guests. A single room to be cost effective, while a couple
will find a double room more convenient. A family may choose a suite to
have more legroom for children to more around a business executive may
want a special suite to entertain privately or show off his financial status to
his or her clients. Similarly, budget groups may be willing to share twin
rooms while up-market booking a type of room may be varied.

Significance of a Guest room

- The sale of rooms constitutes approximately 50%or more to the total

revenue. A “Sale” of a room means the leasing of the room for occupation
for 24 hours at a predetermined cost. A room not sold on a particular day
losses its opportunity to earn revenue for the day. Hence rooms are referred
to as “perishable” commodities. The loss of sale can also result from the
inefficiency of the housekeeping department to have a room not ready when
required. What does a room means to guest?

 It means Comfort – hotel investors spend effort in ensuring the

quality of beds, mattresses, weather control, music channel, hot
and cold water, attached bath rooms, etc. the comforts must be
regularly maintained and functioning. It is the responsibility of
housekeeping to ensure this.
 It means Security – the primarily security devise that hotel provide
is to restrict the entrance to a room only through one door. In
addition, they provide double locking from inside, peep-hole in
 doors, precautions that electrical wires are concealed, equipment
in the rooms are not faulty, the room is provided with a sprinkler or
fire detection system, and personnel on floors are alert to
unknown guest in a floor and seek the help of security in case of
suspicion.
 It means Privacy – the hotel ensures that room windows are
provided with curtains. Superior hotels will daylight curtain heavy
curtains during the night. Windows would normally have window
tinting specially those hotel sandwiched between 2 buildings. The
telephone department has been instructed to protect the privacy
of room number and guest staying in them. They ask the guest if
they wish to be connected to a caller before the actual connection.
The front office staff also protects room number and guest staying
in them. Authorized staffs that wish to enter a room have to
announce themselves before they are admitted in. housekeeping
staff is trained to knock the door announcing them twice before
entering the room.
 It means Convenience – a guest is provided with entertainment,
food and beverage service, telephone service, etc. in the room.
The guest is; therefore, free to speed all the time toward fulfilling
the purpose of his/her business. The housekeeping department
must ensure that the guest has the necessary literature to access
such conveniences.
 It means Cleanliness and Hygiene – the housekeeping
department is responsible for the most personal area of guest
during his/her stay in the room. The room must be clean and the
bath room made hygienic for the guest stay. This is a major factor
for the guest to return.
 A “Home away from Home” - the most obvious reason why hotel
room is important is because they provide a residence and
address when a guest is travelling. They expect all the comfort
and security of a home and are willing to pay for it.

Types of Guest Room

A. According to number of beds

 1. Single Room – is a room with a single bed, good for one person.
2. Twin Room- is a room with two twin or two single bed, good for
2person.
3. Double Room – is occupied by two person with 1 double bed
4. Double-double Room-has two double beds or queen beds, occupied
by two or more persons. It is sometimes called twin double.
5. Triple Room – is occupied by three people, may have 1double bed
and rollaway bed or two single beds plus a rollaway bed.
6. Quadruple Room – is occupied by four people may have two beds or
more
7. Family Room – has at least 1double bed, with 1 or more single beds,
designed to accommodate one, small family.
8. King Room – has a king size bed maybe occupied by one or two
people or one small family.

B. According to Price, Layout and Facilities

1. Economy Room – Is designed for an economical rate, usually short of

standard facilities like aircon, television and other amenities.
2. Standard Room – Is sold moderate rate, equipped with standard
facilities and amenities like an aircon, toiletries, television, bed, nite
table etc.
3. Deluxe Room – Is more luxurious and spacious with amenities of
superior quality sold at a much higher price than standard room.
4. Studio Room – Has a studio bed or a couch which can be converted
into a bed. It may also call an executive room.
5. Connecting Room – Consist of two or more rooms with entrance door
from the outside door and between them through which the guests
can get through each bedroom without going out of the rooms.
6. Suite Room – Has a parlor or living room connected to one or more
full sized bedrooms equipped with luxury amenities and sold at a
higher price than standard rooms.
7. Adjacent – Room built opposite to each other.
8. Adjoining – Rooms built on the same corridors.
9. Corner Room – Built in the corner of the building it is much bigger in
size than the normal room.
Types of Suite

A. Junior Suite – A room with bed and sitting area

B. Penthouse – located at the top floor of the property
C. Executive Suite – Designed for top executives with facilities and amenities of
superior quality
D. Hospitality Suite – Used for entertainment usually has a function room or
parlor or it may include a kitchen’s, a bar, and normally opened by a
standard room
E. Duplex – Rooms built on two floors with an interconnecting stair and
normally have on two rooms.
F. Presidential – Chairman or royal suite. It is the longest room and has the
best amenities and services.
G. Cabana – Room built beside a pool

Types of Bed

1. Single Bed - 38 inches x 74 inches

2. Twin Bed – 42 inches x 76 inches contain two beds
3. Double Bed – 54 inches x 76 inches or 54 inches x 75 inches.
4. Queen Bed – 60 inches x 80 inches, extra-long, extra wide(good for 2)
5. King Bed -76 inches x 84 inches or 78 inches x 80 inches.
6. Rollaway Bed – a portable bed or bed on wheels consists of a folding frame
with an attached bed spring
7. Dual Purpose Sleeping Equipment

a. Sofa or Coach bed – convert into bed by removing the cushion and
pulling out the folding frame and mattress or by dropping the back to the
level of the guest
b. Murphy bed – bed concealed on a wall behind a panel

8. Hollywood Bed – two twin bed joined by a common headboard

9. Japanese Futton – cotton quilted bed
10. Water Bed – a cushion filled with water
11. Air Bed – an inflatable bed
12. Crib – the smallest bed

Room Status Report – a report that enlist the occupancy state of a guest
room and it is modified by a room status code.

Room Status Code

 MUR - make up room
TDS - turn down service
RS - refused service
HU - house use
DND - do not distrurb
VM - vacant made
VC - vacant clean
VD - vacant dirty
VCI - vacant clean inspected
OD - occupied dirty
OC - occupied clean
OCI - occupied clean inspected
OOO - out of order
OOS - out of service

The Housekeeping Report

The Housekeeping Report is designed to give the information on the status of all rooms. The
report is based strictly on the actual status of the room by checking the room individually in conjunction
with front office report. Housekeeping report is usually taken every 10 o’clock in the morning, 2pm in the
afternoon and 8 o’clock in the evening

The AM Report

- The AM Housekeeping Room Status Report ( AM Report) is completed daily

usually by 10:00 AM (in some hotels 11:00 AM on Saturday and Sunday) by
the assigned supervisor. The information needed to generate such report is
provided by the inspectress or inspector assigned to each floor(s) At the
beginning of each morning’s shift the inspectress or inspector checks the
status of each room and places one of the following notations by each room
number on their daily report form. Each inspectress or inspector submits the
completed housekeeping department report on each assigned floor/area to
the housekeeping office. The supervisor transfers the information from each
inspection report to the housekeeping report form and this becomes the “AM
REPORT”. The Am report is then turned over the front office or entered in
the data base on room status for the access of front office (if the hotel
computer operates a network). The front office compares the AM report to
the room status information that they have available at the front desk.
Discrepancies between the AM report and the information available at the
front desk and reconciled with the supervisor who then goes to each room in
question and confirms the room’s actual status.
The PM Report

- The PM report is similar to the AM report, except that it is taken at

approximately 4:00 PM (5:00 PM on Saturday and Sunday). By this time, it
is expected that all rooms have been made up or cleaned. The supervisor
again completes the PM report using information provided by the
inspectress or inspector assigned to each floor(s).

The Evening Report

- Similar to the first two, the evening report is taken every 8PM and given to
the front office before 10 PM at this time all room including DND had already
been attended. This report will be the basis of Front Office AM report the
next day.

Types of Guest
1. VIP (very important Person)

 Refer to a well renowned guest like a high ranking official or

executive who warrants special treatments and handlings.

2. VVIP (very very important Person)

 Is a highly renowned person who deserves special treatment. Ex.

dignitaries, ambassador.

3. FIT (free independent traveler or foreign individual tourist)

 Refer to a tourist or a traveler who is traveling alone or is not with

any four groups.

4. Joiner

 A person who joins another guest in a guest room.

Key - Is a gadget used for opening locked doors. A lot of crimes and theft have
occurred in some hotel because of mishandling of keys. Utmost care must be observed
in the release and safe keeping of room keys .

Kind of Keys
 Traditional Key - made of metal fastened to a large of tab

 Electronic Key - in the form of key card or bin card – electronically operated
key that is made of plastic and resemble a playing card. There are electronic
key card that are used to activate all electronic lights and electronically
operated appliances in the room. There are also keys that used to activate
the elevator.

Types of Housekeeping Key

1. Guestroom key - key that opens a single room used by the guest.

2. Floor master key – open all guest room doors on a specific floor used by
floor supervisor.

3. Sub - master key - key used by Room Attendant in the process of

cleaning and can only open a particular section in a certain floor.

4. Grand master key - open all guestroom that are not double locked usually
used by the supervisor

5. Emergency key - open all guestroom doors that are double-locked and
are used by assistant manager.

Room Amenities
 Are items & supplies placed in a guest room as part of the room
package that is paid for. They are courtesies provided to guest and
are now found in almost every hotel level. With the advent of such
high price tag on rooms, hotelier found it necessary to provide. A
vast array of personal care products to make the guest feel
pampered and as if they are getting the high value for the high
room rates.

Classification of Room Amenities

 Consumable-are items that a hotel give away to its guest at no extra charge,
although the cost of these items are often hidden in the room rate.

Non- Consumable – are standard item normally found in a guest room

 Beds

 Coffee table & chairs

 Night table

 TV set

 Luggage rack

 Closet

 Dresser table

 Floor lamp

 Mini-bar refrigerator

 Telephone

Bed Room Accessories, Supply and Give Away”

 In a mid-range hotel with full service, you have to provide the following
bedroom accessories and supplies

 Bible

 Ashtray

 TCMF (tea, coffee making facilities)

 Telephone book

 Waste Basket Liner

 Hangers

 Hotel Service Directory

  Shoe Horn/MIT

 Shoe Shine Placemat

 Clock

 Table tents

 Ice Bucket

 Room Service Menu

 Do not disturb/MUR sign

 Breakfast Door knob Card

 Japanese slippers

 Compendium – a comprehensive compilation of all the facilities

being offered in the hotel. This may also contain envelope,
stationary, pen, pencil, postcard & guest comment form

Give Away Include the following Items’

 Plastic Bags

 Note pad and pencil

 Laundry list & dry cleaning list

 Laundry Bag

 Matches

 Japanese slippers – with the above supplies and give-away on

hand here’s how you are going to set-up. Remember that you have
cleaned the room at this point already.

1. Bible and telephone book are placed inside the table drawer

2. Table tents, room service menu, ash tray & matches are placed on the
top of coffee-table
 3. Ice bucket, glasses on trays, coffee makers & cups are arranged on
the top of the refrigerator/ refrigerator cabinet.

4. Waste basket with basket liner is placed under the vanity table

5. Hotel service directory, notepad and pencil are placed on the bedside
table with the telephone and lampshade

6. Do not disturb; “make up room” sign and breakfast menus are hanged
at the door knob inside the front door

7. Hangers, plastic bags, laundry lags, laundry list and dry cleaning list
are placed hanged inside the closet.

Bathroom Supplies and “Give Away”

 Some bathroom supplies and “give away” are sometimes used and
other times not used. Luxury travelers are likely not to use personal
care items except for the bar soap but they expect such amenities
are available in the bathroom.

 When supplies and give-away are not used by guest and they need
not be placed. You have to check that all items are in good
condition. For example, items packed in boxes should not wet, item
wrapped in plastic/ cellophane are not torn, etc.

Bathroom Supplies
 Towel(bath & hand)

 Wash clothes

 Bath mat

 Glasses ( Gargle )

 Tissues ( roll and facial )

Bathroom Give Away

  Soap ( 1 ounce to 1 ½ ounce) two to three bars

 Shampoo

 Shower cap

 Bath foam

 Sewing kit

 Shaving kit

 Vanity kit

 Dental kit

Arrange the above amenities according to hotel standards. Here are some
guides.

1. Bath towels maybe arranged/ folded on towel rack or hanged on towel

rails.

2. Hand towel and wash clothes are folded and placed on towel racks

3. Toilet tissues are placed on dispensers

4. Glasses are placed on a tray on top of the wash basin counter

5. Shampoo, shower cap, bath foam, and sewing kit maybe arranged on
the vanity counter or arranged in a natural wicker basket

6. Soap cakes are placed in the soap dishes/ container of the bath and
wash basin.

Note: Replenishment of supplies should be done once the bathroom is

cleaned

Guest Loan Items

  The Floor Supervisor will periodically loan items to guests on request, as
the extra service provided by the hotel. Some hotels may charge for these
items which includes roll away bed, crib, mattress, extra blanket and
pillows and are issued a voucher while item such as ironing board, hair
dryer, and adaptor are given even acknowledgement receipt.

 Hand iron

 Hair dryer

 Ironing board

 Cribs

 Rollaway bed

 Voltage adaptor

 Hot water bottles

 Extra pillows

 Orthopedic mattress

 Extra blankets

 Vanity sets

Various Forms and Documents Installed in Guestroom

1. Where are you Form

 To be used by guest to indicate his where bouts so that in case

someone comes or calls to locate him.

2. Customer Feedback Form

 Is design as a tool 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

4. House Rules for Guests

 This form provides policies and regulations that could minimize, if

not eliminate abuses on the part of guest particularly on behavior
that could create serious damage to property or disturb other
guests.

5. Safety Instructions in Case of Fire

 This may be in the form of a brochure

The Room Attendant Trolley – a trolley meant to stock a given number of
linen, supplies, and equipment to service a given number of rooms.

Design of the Room Attendant Trolley;

It should be light weight for easy movement. The wheels should be standard and
oiled periodically.
Positioning of the Room Attendant Trolley;

It should be placed along the corridor where room are being serviced` The cart
should be positioned at least to a service minimum of two rooms to avoid too much
movement of the room attendant

Arrangement of articles in room attendant’s trolley

 Top tray – guest supplies such as matches, laundry bag and

foams, sewing kits, pen, pencil stationery, soap, shampoo,
toilet rolls and shower cap, cleaning agent can also be found
here for easy access.

 Middle shelf – pillow cases and bath linen

 Lower shelf – carries heavy item like bad pad, spread, bed
sheet

 Linen canvas – where soiled linen are placed usually placed in

the front of the mains trolley

Purpose of a room check

1. If the room is still occupied

2. If the bed in the guestroom were slept on
3. If there are unregistered joiners who occupied the room
4. If the guest is out and the room is ready for make-up
5. If the guest has soiled clothes for laundry
6. If the guest is in good condition

Procedure for room check

1. Rooms with DND sign

2. Rooms w/o DND sign and guest is inside
3. Rooms w/o DND sign and no guest inside.

When is Rooms Made- Up

1. Daily

2. When there is an MUR sign or Guest request

 3. Whenever the room is vacated

Room Cleaning Priorities

1. Check-out Room

2. Rooms with MUR – make up request of guest

3. Occupied Room without request and without make-up sign

4. Vacant rooms that are needs follow –up

Bed
 A piece of furniture on or in which one may lay & sleep
Parts of a Bed
A. Mattress – sleeping surface

B. Foundation – under the mattress. It is recommended to have a foundation of

some kind of support to the mattress. It can range from a traditional box
spring to a steel or plastic support system

Box spring - a large mattress- sized box containing wood & spring base & sits
on a bed frame

C. Frame - not essential, usually made of metal or wood frame consisting of

Head, Foot & side rail attached to each other

D. Head Board – attached to the wall usually made of wood

Bedding – it encompasses all the materials used in bed making

A. Bed skirt - also known as Dust Ruffles, it encases the box spring cover the
legs of the bed & it is used more for decorative purposes

B. Bed pad – (mattress protector) – place atop the mattress and protects the
mattress from stain & any liquid spillage

C. Bed Sheet

a. Fitted Sheet – fits snugly into the mattress

b. Flat Sheet – goes over the bed as a normal Sheet

D. Blanket – placed in between the second and top sheet and act as a bed
insulator

E. Bed spread/ comforter – goes on the very top of the bed and protect the top
sheet from dust
 F. Pillow – a cloth bag fitted with feather, down, sponge rubber or plastic fiber
used as support for the head during sleep.

G. Pillow cases – a cover for the pillow

H. Sham Pillow – (throw Pillow) – is a false decorative pillow that sits atop the
bedspread, it is often open in the middle of the back, with slightly overlapped
fabric.

I. Bolster – a long narrow pillow

Sizes of Linen

Flat Fitted
Twin 33x 96 inches 39 x 75 inches
Full ( double) 81 x 96 - 100 inches 59 x 75 inches
Queen 90 x102 – 106 inches 60 x 80 inches
King 109 x 102 – 106 inches 78 x 80 inches
California King 102 x 110 inches 72 x 84 inches

Types of pillow used in hotel

1. Hypoallergenic/ latex pillow

- For people with sensitive allergies

2. Feather/wool pillow
- Stuffed with feathers, usually the rectangular kind, used for sleeping in
conventional western bed.

3. Foam/cotton pillow
- For people who prefer hard pillow

Size of Pillow

Standard 20 x 26 inches
Queen 20 x 30 inches
King 20 x 36 inches
 How to clean the check-out room

What to do? How to do it? Additional

Guest does not want to be distrurbed. Rooms with
Give preference to rooms with MUR card,
DND cards should be reported to superior by
or rooms allocated for early arriving guests.
2pm.
Proceed to room Room with specific MUR time by guest. DND letter should be slipped under door of
If a DND card or double lock button is occupied rooms. Due out rooms with DND cards
visible, proceed to the next room. will be contacted by front office
Park cart against wall next to room with
Park cart Never leave cart blocking the corridor.
specific MUR time.
Knock with knukles 3x and announce
yourself “housekeeping” wait for 5seconds
Give time to answer.
and repeat. Step back and stand straight
Entering the guest room To allow guest to see you through peep hole.
facing the door. If there is no response,
In case guest is inside or safety chain is placed.
insert key card open door gently and
announce room attendant
Good morning, afternoon
Greet the guest by last name. Introduce
Guest is in the room Mr. Mrs. Smith. Iam your room attendant, john.
yourself and ask if room can be cleaned
May i clean your room?
Ask for time, note it down and proceed to When would you like me to clean your room Sir,
Guest wishes service later
next room. madam?
Light should be working. All busted lights should
Turn to main switch Insert key card by entrance
be reported immediately to housekeeping office.
Remove room service trolley Cover trolley or tray with table cloth or Do not place on corridor. Lock door if you are
tray napkin and bring to service area. leaving an occupied room.
To refrain others to enter the room. Cart should
Place cart in front of guest Close to entrance with open on side facing
not block the hallway. Easy access to get
room entrance guest room.
supplies.
Record time of entry on room attendance
Note down time of entry For security reasons
daily checklist
Bring cleaning tray into
Flush toilet bowl if necessary and pour Leave the toilet bowl and clean later to allow
bathroom and pour chemical
chemical underneath rim all around chemical to react
into toilet bowl
Room is brighter. Check curtain cords are
Pull curtain cords and open black out and working. Fingerprints on glass/window can be
Open curtains
sheer curtains seen and cleaned. In order to check and clean
behind curtain and window sill skirting
Turn off all lights in the room especially For energy conservation
during day time. Check mini-bar
consumption using the voucher as checklist. Amount of consumption must be correct. Wait for
Check mini-bar
Leave voucher in cart and place in a computer voice “mini-bar charge accepeted” for
designated box placed inside the pantry replishment of the items by the mini-bar
before 12nn attendant.
It items are found, call housekeeping and front
office immediately. Fill up lost and found report
Check drawers and cabinets and tops of and keep item in plastic bag valuables must given
closet for items possibly forgotten by guest immediately to housekeeping office for
Check for lost and found
safekeeping. Non-valuables must be given to
housekeeping office on the same day
If closed, call housekeeping (for check-out rooms
Check room safe
only)
Check for breakage, losses While looking for lost and found items, Call housekeeping and record on checklist and
or damages check for damaged or missing items ensure that item wii be replaced.
Wall around rooms and collect trash,
Systematic collection. Ensures that cigarettes are
glasses and ashtrays from bed and
Collect trash, glasses and extinguished
bathroom. Dispose trash and soak glasses in
empty ashtrays
washbasin with warm water. Place empty
For later cleaning
ashtrays on basin counter
Ensure to seperate face towels from soiled linens
Collect all soiled towels and leave on
Strip bathroom linen and bring down to linen room at the end of the
bathroom floor for later collection
shift. Log down the number of pieces.

Strip items piece by piece and check for the guest

Remove bed sheets and pillow cases.
belongings. Place items on chair but never on
Strip the bed Remove blankets and pillows. Check bed
floor. Remove and change. On your way to the
pad.
cart, collect also bathroom linen
Knot one end of linen if frayed, damaged or
Bring the clean linen and ... See procedure (actual) stained before placing into linen bag easy
identification in laundry.
Wipe systematically in slow single motions from
the top to the bottom or and from side to side.
Use condemmed rag/dust cloth and spray
Replenishment of guest amenities required.
bottle with furniture polish.
Change side of cloth regularly.
Use of spray bottle with glass cleaner and
Dust bedroom Wipe inside drawers in check out rooms only.
glass cloth for mirror cleaning.
Check lights. TV and telephone while dusting.
Start by entrance door and work clockwise
Adjusting to low position and thermostat to
around the room
medium level. Report maintenance problems to
supervisor or housekeeping coordinator
Replenish guest amenities and Place all items according to standard set-
supplies in bedroom up
Clean bathroom See task breakdown (actual)
Plug vacuum into outlet.
Vacuum the carpet starting by the window Check behind windows
and work towards the entrance door.
Vacuum carpet Lift light furniture and vacuum under bed Close sheer curtains
if dirty, include hallway carpet fronting
the room being serviced. Unplug and Re-arrange furnitures
arranged coird properly.

Traditional Bed Making Procedures

Materials:

 bed ( mattress & box Spring)

 bed Skirt

 Bed Pad or Protector

 Linens (3pcs. bed sheet, 2pcs. Pillow cases, 1pc. Blanket, 1pc. Bedcover)

 Bed Board (optional)

Steps:
 1. Prepare the bed with the bed skirt place in between the mattress and box
spring

2. Put the bed pad on top of mattress evenly on all sides.

3. Spread the 1st bed sheet on top of the bed protector evenly on all sides of the
bed. Then miter all 4corner and tuck in (envelop Shape) tightly and neatly the
bed sheet under the mattress.

4. Lay down the 2nd bed sheet at wrong side on top of the bed: next, lay down
the blanket giving a space of 6-8 inches from the top edge: then lay down the
3rd bed sheet aligning with the blanket at the head side: fold the 2 nd bed sheet
( about 12”, showing the right side) in line with the blanket: tuck in both sides
at the head side: miter the corner of the bed at foot side then tuck in the bed
sheet tightly and neatly

5. Put the pillow inside the pillow cases. The open ends of the pillow cases
should face toward the center of the bed and lay down them on the head side

6. Always smooth out the bed sheet

7. Lay down the bed cover

Mitering – method of folding its bed linen at the corner to secure them in place while
bed is occupied

How to Miter:

1. Sheet(s) hem at the foot side corners is lifted and turned back to make a
triangle

2. The triangle is folded over the side of the mattress

3. Then the sheet(s) is tucked in under the mattress

Bed Making Procedure using Duvet Set-up

Materials:

 Bed (mattress and bed Box

 Bed skirt

 Bed pad or protector

 Linens (1pc. Bed sheet, 2pcs. Pillow cases, 1pc. Duvet cover
  Duvet or filler

Steps:

1. Put the bed pad on top of mattress evenly on all sides, for mattress protection

2. Spread the bed sheet on top of the bed protector evenly on the bed, miter all
4corners and tuck in ( envelop shape) tightly and neatly under the mattress

3. Insert the duvet (comforter) or the filler inside the duvet cover, then lay them
down evenly and nicely on top of the bed, tuck in and miter on 2 corners of
the bed at foot side only. Fold the duvet 8-12 inches. And about 6-8 inches
from the top edge. The space made is called pillow line.

4. Put the pillows inside the pillow cases. The open ends of the pillow cases
should face toward the center of the bed and place them slanting on the head
side

5. Always smooth out the set-up , duvet cover.

How to Miter:

1. Sheet(s) hem at the foot side corners is lifted and turned back to make a
triangle

2. The triangle is folded over the side of the mattress

3. Then the sheet(s) is tucked in under the mattress

How to arrange guest personal belongings

What to do? How to do it? Additional

Fold item neatly and place on
Place night gown So that the guest can see it immediately
On top of pillow
Collect newspaper, bags, place today’s
Arrange newspaper newsspaper on coffee table fronting the Will be re-used easy for guest to find.
guest if seated
Place guests clothing in hangers and place
into closet. Small items like socks, t-shirt,
Arrange clothes
underwear , etc to fold neatly and to place
over chair.
Place guest shoes Place shoes on shoe rack in closet Floor looks neat and tidy
Place slippers To place under bedside table Easy for guest to slip in to
If messages are found in the floor by
Place messages entrance door, to place in prominent So that the guest can easily find the messages
position on the center of the desk
Tidy up the guest’s belongings Dust surface and lift items. Place back on
Do not re-arrange guest items
in dresser, desk, night table same place as found
Taking care of the flower Water flower every 2 days To prolong life of the flower
Arrange neatly on basin counter. Place
bottles in slanted angle. Position according
Arrange guest toiletries Bathroom looks neat and in order
to size. Other small items to place straight
and neatly on cloth
Used shower cap to be discard if you find
half emptied bottles of shampoo, bath
Replenish bathroom So that guest has always enough supplies
foam, etc. Do not pull out add an
additional bottle
In occupied rooms, change bathrobe every
Change bathrobes
2 days

Bed Making Procedure using Duvet Set-up

Materials:

 Bed (mattress and bed Box

 Bed skirt

 Bed pad or protector

 Linens (1pc. Bed sheet, 2pcs. Pillow cases, 1pc. Duvet cover

 Duvet or filler

Steps:

6. Put the bed pad on top of mattress evenly on all sides, for mattress protection

7. Spread the bed sheet on top of the bed protector evenly on the bed, miter all
4corners and tuck in ( envelop shape) tightly and neatly under the mattress

8. Insert the duvet (comforter) or the filler inside the duvet cover, then lay them
down evenly and nicely on top of the bed, tuck in and miter on 2 corners of
the bed at foot side only. Fold the duvet 8-12 inches. And about 6-8 inches
from the top edge. The space made is called pillow line.

9. Put the pillows inside the pillow cases. The open ends of the pillow cases
should face toward the center of the bed and place them slanting on the head
side

10. Always smooth out the set-up , duvet cover.

How to Miter:
 4. Sheet(s) hem at the foot side corners is lifted and turned back to make a
triangle

5. The triangle is folded over the side of the mattress

6. Then the sheet(s) is tucked in under the mattress

REPLENISHMENT AND MAINTENANCE OF BED LINEN

Replenishment of Linen

1. All soiled linen items should be replaced with fresh ones

 Bed sheets, pillowcase should be replaced daily
 Towels, hand towels, washcloth and bathmat should be replaced
daily if they are used by the guest.
 Blankets and bed covers should be immediately replaced once
they are soiled.
 All linen items used by sick guests should be replaced daily
whether soiled or not and should be segregated from 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 may not be replaced but should be washed and cleaned
daily during the room make-up. If a different 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.
Labeling and Turning of Mattress - as part of the preventive program of
housekeeping, mattress are examined periodically to determine their age, condition
and durability, likewise they are turned at least 4 times a year to prolong their life.

Procedures

1. Each mattress is marked with the purchase month and year before its
installation in a guest room.

2. Each mattress is labeled at the top and bottom on both sides with the
month in which it should be turned like: january, april, july, october

Labeling by month is preferred to coding with numbers.

 3. The housekeeper should inspect the mattress from the top to bottom of
the bed. If it will be from the top, place the label as shown in figure a. If it
will be done from the bottom, label as shown in figure b.

4. When a mattress is turned by a housekeeper, should also vacuum both

mattress and box-spring thoroughly, check whether a repair or
replacement is required and note down observations in a report. She
should also turn the box spring from the left side to the right side to
ensure even wear.

Figure A Figure B

January October October july

April july January April

How to do the Turn down Service

Night turn down service is done from 5:30 pm onwards in all occupied and expected
arrival rooms

45 Degree 30 Degree
1. Prepare bed by removing bed spread or bed cover by folding it neatly, and
place it in the closet, fold the blanket with the two sheets (2nd, 3rd) which
covering the blanket and fold them at 45 or 30 degree angle. Puff pillows
slippers will be placed beside the foot mat, tv remote control will be placed on
beside table.

2. Guest’s sleepwear will be neatly folded and placed at the foot of the bed if the
guest left it laying out around the room

3. Adjust drapes (block out curtain), be sure that they are properly closed
(curtain panels should overlap) to prevent entry of light from outside the
window. All curtains should be closed.

4. Entrance light will be switch on

5. Guest personal articles (except clothing and toiletries) will be left in exactly
the same location they were found ( may be lifted in order to clean. Toiletries
will be neatly arranged and placed on a clean cloth on the countertop

6. Guest clothing will be neatly placed in the closet

7. Follow up the cleaning if the room is dirty: replenished minibar consumption

and other used items.

8. Adjust drapers (block out curtain), be sure that they are properly closed
(curtain panels should overlap) to prevent entry of light from the window.
Ensure curtain rods are working well

9. Provides other amenities such as bucket of ice, complimentary water, glass

on coaster, room door knob menu, laundry bags and forms, television turned
to face the bed, lay down the bathmat on the floor (bathroom) etc.

10. If room is on DND (privacy) status, a service card will be slipped under the
door

11. Closed the door gently and be sure it is locked

Parts of the Bathroom
1. Bath tub – obtained in various color with soap dish, grip, handler & anti- slip
devices incorporated. Bath tub usually measures 5 ½ - 6 ft. x 2 ½ ft.

2. Bathroom Wall – made either of marble of glazed tile as this resist water splash

3. Bathroom Floor – made of same materials the bathroom wall, usually marble or
unglazed tile to prevent slip

4. Shower Room – more hotel nowadays are installing shower room as a fixture in
the bathroom. Shower room usually has wall & floor similar to that of bath tub
and has sliding door or one that swing on a hinge for easy cleaning.

5. Shower Curtain – curtain placed in a shower room and are made either of woven
nylon or non-absorbent, germ-resistant, mildew proof & machine washable
materials it is usually a part of the bath tub when there is no separate shower in
bathroom

6. Toilet Bowl – also called water closet usually made of marble or porcelain and it
should be cantilevered or deep enough including the cistern

Parts of a Toilet

 Water Tank

 Seat Cover

 Lid

 Bowl

 Pedestal

 Base
 7. Wash Basin – usually match with the bathroom color. It should be large enough
for guest activities such brushing & washing the face.

How to clean bathroom

What to do? How to do it? Additional

Clean glasses, cups soap dish amenity tray
Clean ashtrays seperately use white scouring pad
and ashtray with warm water and all
Clear wash basin for glasses only. Dry glasses with special glass
purpose cleaner. Wash, rinse and place on
towel
clean rug for drying
Clean waste bins Use damp rug and wipe bins in and outside Leave it outside
Remove toiletries, point shower head
towards wall and open water taps. Spray all
purpose cleaner onto wet scrubbing pad or
walls. Scrub walls from top working
Clean bathtub downwards. Wash shower head, also To check if shower head works correctly
underneath faucets. Scrub soap dish, scrub
grab bar. Wash in and outside of bathtub.
Clean bathtub stopper. Check shower
curtain.use scoop and rinse
Close pop-up. Use white scouring pad and
all purpose cleaner. Wash in and outside. Do not use acidic toilet cleaners as it will damage
Clean bidet
Clean . over flow. Rinse and wife dry with chrome fixture
towel rags close pop-up
Scrub with toilet brush inside and top of
toilet bowl and underneath toilet seat.
Flush toilet, rinse cleaned areas and toilet
Clean toilet brush. Spray all purpose cleaner and on Special attention underneath toilet rim
toilet cloth and wipe toilet cover and body
of toilet bowl. Close toilet bowl seat cover.
Wipe walls by toilet
Wipe, dry bathtub and
work your way around the Never use guest towels. Squeeze cloth from
Use towel rags and wipe dry areas
room (walls, sliding door, excess water
bidet)
Use towel rags and wipe receiver, mouth
Wipe telephone, toilet piece card and body. Wipe toilet paper
paper holder and scale holder and fold toilet paper ends into
slanted angle. Wipe scale
Dry all glasses, trays etc. And place back
into room. Use towel rags and wipe all
Take also waste bin. Remove amenities then clean
surfaces of basin counter. Wipe tissue box,
surface and place back items. Pay attention to
Clean basin counter towel ring. Use sponge, all purpose cleaner
stopper and overflow. Rinse rags and place back
and water to wash inside of basin. Wipe
into caddie. Use glass cleaner and glass cloth
wooden panel underneath basin. Wipe wall
mirror and shaving mirror
Replenish towels and Take caddie back to cart and leave only bucket
As required
amenities and floor cloth in bath room
Buff bathroom floor with damp and
sprayed bathmat towel rags starting on the
corner end section near the toilet bowl and Ensure no hair strands left on the floor by vacuum
Buff bathroom
bidet and work your way out towards the after buffing the floor
bathroom sliding door. To include under
the washbasin
Mini-Bar
 Is a refrigerator stocked with alcoholic and non-alcoholic beverages &
confectionaries place in a hotel guestroom & charged to the guest bill if
used.

Mini-Bar Content
 White Wine

 Red Wine

 Sparkling Wine

 Campari Bitters

 Bailey’s Cream

 Beer in Can

 Coca Cola in Can

 Sprite in can

 Orange Juice

 Mango Juice

 Pineapple Juice

 Almond Nuts

 Kit Kat Chocolate

 Chapter V
Housekeeping
Control Desk
Housekeeping Control Desk

- It is the nerve center of the housekeeping department

1. It has more than one telephone line

2. It has a large notice board which serves as the main information display board for
housekeeping staff which normally displays the following:

 Room numbers of group in the house

 Room numbers of staff in the house

 Night cleaning schedule

 Daily rosters for supervisors and staff

Role of the Control Desk

1. Coordination with front office

These are the HK receives from FO:

 Handling over departures rooms

 VIP’s in the house

 Group in the house

 Crews in the house

 Flowers

2. Coordination with engineering

3. Responsible for maintenance of different types of register and files of the

department

Types of Registers and Files

1. Register for Guest Messages- this register keeps all special message request

2. Baby-sitting Register – the housekeeping department normally provides baby

sitter to a guest, request for a baby sitter are entered into this register
3. Room Checklist File – all room checklist are deposited at the control desk and
filed for one month

4. Carpet Shampoo Register – this register has the schedule of carpet

shampooing and data which is either scheduled or followed

5. Room Occupancy Report File – all occupancy are filed in the register

6. Duty Register File – it is filed information if required by anyone in the

department

7. Log Book – the most important register as it is where the instruction to staff
next shift is written

8. Memo Book – this book is maintained for outstanding maintenance not done
Floor Pantry
Floor Linen Room – it is the room that stocks linen and supplies for a given room. It
is normally situated away from the guest views such as service elevator landing or the
end of the floor.

Floor linen room equipment

1. Cupboard – for guest and cleaning supplies, blanket, pillow, and mattress
protector

2. Shelves – for linen, bath towel used for newspaper and magazines, used
bottles, and vacuum cleaner

3. Janitor Closet –for cleaning equipment with long handles ( ex. Mops)

4. Wooden Linen Hamper – for soiled linen before sending them to the laundry
department

5. Sink – for washing purposes

6. Spaces for room attendant trolleys and roll-away beds

Basic Principles

1. It should be locked

2. It should be cleaned

Record kept in Floor Linen Room

1. Spring Cleaning Record – for preventive cleaning cycle of room in a month

2. Floor Log Book – records the following:

 Duty roster for the floor

 List of outstanding maintenance to be covered in the next shift

3. Guest Supplies Control Register – to keep a control of guest supplies used in

room

4. Linen Control Book – record movements of linen on a daily basis and from floor
 Chapter VII Linen and
Uniform Room & Par stock

Hanging Rack

Bath Towel Bath Towel Blanket

Linen & Uniform Room – Usually serves as a base of operation for housekeeping
operation and controlled by the linen supervisor. The amount of linen is based on the
size of the property. The amount of linen is based on the total number of linen required
to equip all rooms & restaurants at one time. Since it take in house laundry 24hours to
wash a linen, 48hours for outsource. Laundry, linen room must usually have a
turnaround stock.

 Turna-round Stock- numbers of linen & uniform stored above times what is in
use.

Equipment Found in the Linen Room

1. Trollies – for transporting linen to and from the laundry

2. Ladder – for reaching higher shelves and racks

3. Cupboard – for storing high quality linen

4. Rack – for storing common linen and uniform

5. Mobile Stand uniform - for transporting hung uniform

6. Sewing Machine – for mending and stitching purposes

7. Hanger – to hang uniform

8. Hanging Rack – to hang folded uniform and linen

9. Coat brush – for brushing away dust on uniform

10. Hamper – for dumping soiled uniform

11. Linen Bag – for separating linen & uniform

12. Folding Uniforms – for folding uniforms & linen.

Types of Linen

1. Bath Mat 8. Bed Sheet

2. Bath Towel 9. Pillow Case

3. Hand Towel 10. Pool Towel (colored)

4. Face Towel 11. Staff Towel (old towel)

 5. Blanket 12. Table Cloth

6. Bed Spread, comforter, duvet 13. Table Napkin

7. Bed Pad

Par Stock
 The minimum linen & uniform required to meet the daily demand to ensure
smooth operation

Importance of Par stock

1. To ensure correct and efficient investment of capital

2. To prevent overstocking & thereby avoid chance of spoilage

3. To ensure proper supply at all time

4. To help in effective budgeting

5. To simplify inventory taking

6. To make optimum use of space

How to Establish Par Stock

1. Linen – the staff must determine the requirement of each guest room &
restaurant per shift.

This is multiplied by 4x as per cycle

1 change in circulation

1 change in HK stockroom

1 change in Laundry

1 change in Linen

2. Uniform – par stock is decided in this basis

 Cloth material

 Job Position & Nature of the job

Four changes for uniform change daily (steward, utility, cook)

Three changes for hung uniform (FO & HK)

Inventory Control – since uniform & linen are heavy investment, it is necessary to
keep a close control on this very important asset. Effective control is possible through
the following practices:

1. Control on misuse, shortage & mix-up

2. Proper storage

3. Regular stock-taking

4. Spot-check

5. Proper Supervision

Tips on preventing Damage to linen & Uniform

1. Check for faulty linen chute, carts basket, washer, which might tear linen &
uniform

2. The loss of small items of linen can be avoided by keeping mesh bags at
strategic points for passing employees

3. Put in the restriction on the misuse of linen by employees by inspecting locker

room

4. Laundry must be careful in using bleach powder

5. Linen should be exchanged strictly on one-on-one basis

6. Damp white linen or should not lie on concrete or iron concrete stairs are
almost impossible to remove while rust cause holes after washing

7. Laundry should load washing machine properly. Under loading could ”beat-
up” the linen

8. Hydro-extractor on high speed operation could tear fabric

9. Laundry tumblers should be checked regularly for pins, paper clips that could
prick holes in the linen

10. Proper pressure & heat must keep on all irons as it could burn stain.

Stocktaking – the physical verification by counting all of stocks of all items in the
cycle of periodic interval at the time of closing of the book for evaluation purposes or for
the accuracy of recording entries in the book
Method & Principles Included

1. Physical counting is done after every three months- also known as “ Quarterly
Inventory”

2. All items are segregated & grouped, including discarded

3. Counting of items in circulation & in-store is separately done and added

together

4. Discards are stamped “condemned” and kept aside

5. Counted total should tally with the last inventory figures plus issues received
after that

6. Inventory must be done in the presence of housekeeper, account-clerk &

auditor

7. Stock-taking is conducted on three separated days each for:

 Uniform

 Room Linen

 Restaurant Linen
 Chapter VIII
Laundry

LAUNDRY

- It is responsible for the processing of all requests for laundry including

guest laundry and
 uniform.

Laundry Personnel Job Description :

Laundry Supervisor – oversees the day to day operation of this section.

Valet Runner – picks and delivers guest laundry

Sorter / Marker – sorts, classify and label laundry

Washer – responsible for washing and drying laundry items

Flat Ironer – does the ironing

Steam Presser – performs steam pressing

Dry Cleaner and Spotter – assigned to dry cleaning and spot removal

Section of Laundry :

1. Sorting/Labelling /Packing Section

- is where guest garments are received, segregated, labeled and
categorize according to specific laundry requirement

a. By Color
 Color Fast – having color that is resistant to fading
 Non-color Fast – its color will change or loose brightness when
washed.

b. Process of Cleaning
 Dry Cleaning
 Hand Wash
 Machine Wash

c. Types of Fabric
 Linen
 Cotton
 Wool
 Silk
 Dacron
 Polyester

d. Urgency of Delivery
 Regular
 Express
e. Degree of Soil
  Heavy Soiled
 Lightly Soiled

f. Classification
 Towel from Bed Sheet
 Wet from Dry

2. Washing and Drying Cleaning Section

- wash, dries linen, uniform, and guest garment.

3. Tumbler Operation Section

- does drying operation for towel and towel like materials, to ensure
the fluffiness of the materials will be retained.

4. Ironing Section
- is where clothes and linen are pressed by various means.

Sequence of Guest Laundry Service

1. Guest fills up laundry list and makes request for pick up through house
keeping office guest phone, laundry office by phone, housekeeping staff –
supervisor, room boy or chambermaid and front desk staff.

2. If pick up request is coursed through the laundry clerk, the latter logs down
the pertinent instructions on the processing of the items and call valet runner,
linen attendant or room attendants.

3. Laundry list and laundry items are picked up, directly thru room/ closet of the
guest by the room attendants.

4. The valet runner shall check the quality and item description written against
the existing item he/she receiving, it is also important to do double checking
for security purpose such as valuable items, item damage etc.

5. Upon receiving the sort marker counts and double check items against
laundry list he/she sort, tag and classifies them, if them is for dry cleaning,
washing machine, hand wash and pressing.

6. All laundry staff-washer, ironer etc, should double check each item upon its
receipt and take-note of damages and discrepancies in quantity.
 7. It stains or damage are found in the item, the valet runner or room attendant
who pick up the laundry will fill up the guest notification to notify the guest of
noted damage of any discrepancy. This notification is brought to the guest by
room boy or bell boy. The guest shall acknowledge it thru signing, the guest
is also notified therein the recommended method of processing the item in
some cases.
8. The washer endorse the finished items to the other laundry staff for further
processing to presser, hand ironer and utility presser. When the item is ready
for delivery the valet runner check the item against the laundry list.

9. If the guest in on cash basis, the laundry clerk prepares a voucher to be

attached to the item for billing.

10. If the guest is around, he/she is asked to sign in a delivery logbook for
acknowledgement, in some cases the supervisor sign to the logbook if the
guest is not around and they make a notification to the front office when they
attempt to deliver while he/she is in DND.

Damage Advice Form

- This form will be used to alert the guest of any damage on his garment
that is sent to the laundry. It is always best to inform him in advance
about the status of his garment, otherwise he might blame it to the hotel.

Pick Up Guest Laundry

1. Room boy picks up the guest laundry

2. Validate the actual quantity the ones listed in the laundry list
3. Check for possible damages
4. Indicate damage in the laundry list
5. Placed in a linen chute and personally brought to laundry section

Sorting and Making Procedures

1. Lines up the laundry bag according to the time they are received
2. Count and checked the content of the bag
3. Mark or tag all items according to the type of required processing
4. Informs supervisor for special instruction
5. Endorse the item for processing to concerned laundry staff

Laundry Equipments
 1. Laundry machine - is different from the conventional ones at home and
those found at laundromat. They have large capacities ranging from 250-
1500lbs. & are bottled on a floor in a concrete pad

Types of Washing machine

Front Loader – literally clothes loaded in front of the machine

Advantages :
 Gentle on clothes * Energy efficient
 Faster spin speed
 More program option
 Compact design
 Lower on going cost

Top Loading – the most common type, where clothes are moved
around by agitator

Advantages :
 Cheaper price
 Large capacity
 Faster wash cycle

2. Tumbler machine- is a dryer that can be used as a supplement for drying

facilities or special fabric such a towel.

3. Dry cleaning machine- dry cleaning is a process that removes dirt and stains
from fabric. It uses little or no water at all. But the process is not really dry. It
involves the use of liquid called solvent. Before they are dry cleaned, the
clothes must be spotted to remove the stain that could become permanent
during dry cleaning process.

4. Spotting machine- is a self-contained table that has all stains removers, and
steam gun for treating spots. The spotter uses a nozzle called a steam gun
that sprays a jet of water vapor ton wet the stain. Special stain removing
chemicals are used depending on the nature of the stain.

5. Folding machine- does not fold linen but secure it well for a folder to fold it
easily

6. Laundry bins- where linen for laundry are sorted and placed in each bin for
batch washing
7. Steam cabinet and tunnels- eliminates wrinkles from uniforms are hung or
linen that more through the chamber either manually fed or a conveyor belt,
steaming them as they remove wrinkles as they move

8. Transporter- to carry volume of laundry from one machine to another or from

the laundry to the uniform room

 Utility cart
 Linen hamper
 Mobile fresh linen trolley
 Mobile soiled linen trolley
 All-purpose trolley
 Mobile uniform trolley
 Valet guest laundry trolley
 Mobile guest laundry trolley
9. Ironing machine- flatters out linen to eliminate creases linen should be most
before ironing as dry linen cause static electricity

Proper way of Ironing

 Before you start ironing must first check the clothing tag to
determine the clothes classification and to know how much heat
you need, flick some water into the metal surface, if its sizzles, it’s
ready

 Never stay in a same spot for more than a few second

 Never iron unwashed clothes

 Iron inside and out in order to preserve the garment color and
prevent staining

Material in Ironing

 Iron board
 Flat iron
 Ironing aid/water
 Spray bottle
 Clean clothes
How to Use the Washing Machine

1. Separate the clothes (color and non-color)

2. Check the tags
3. Set water temperature
4. Set the temperature, depending on the soil of the clothes
5. Add clothes
6. Pour detergent
7. Spin

Laundry Process

1. Flushing – is a process where the linen is wet to dissolve water soluble soil
and to reduce soil load in the succeeding sub. Steps. Time 1-3 minutes.

2. Breaking – the separation of particles from the fabric is the main objective of
this process

3. Sudsing – involves actual washing step where detergent is added to the

wheel

4. Interdictor extracting – process that spins soil-laden detergent solution out of

linen. Time 30 seconds to 2 minutes.

5. Bleaching – addition of sodium hypochlorite that could eliminate stain that

can’t be removed by detergent
6. Rinsing – rids the linen of detergent and soil. Time 1-3 minutes

7. Sour and soft step – final conditioning of the linen using fabric conditioner
and sour. Time 3-5 minutes

8. Extracting – process of reducing moist content of linen by 50%, linen will

retain 50 pounds water. Time 1-12 minutes

9. Pressing – where linen and clothes to flat iron and presses

 Typ es of Press

1. Hot head press – is where two flat surfaces press the garments. The top
has the hot metal while the bottom is padded to abosorb heat and
moisture

2. Steam press – adopts the same principle as the hot head press except
that the surface is perforated through which the steam passes out

3. Shirt press – is a special press to given men’s shirt their contour and
crease especially collar, shoulders and sleeves

4. Hand press – is domestic press for light garments

5. Flat iron/calender machine – is used for all kind of linen, sheet pillow
cases and towels. Consists of cylindrical padded rollers through which
steam is passed and flat pieces are roll ironed

What has to be Laundered?!!!!!

Classification of Fibers
1. Vegetables - which have origin in some form of plant life like cotton,
linen, jute
2. Animal – which have their own origin from animal life wool, silk
3. Synthetic or man-made – fibers such as Dacron, polyester

What is used in Laundry?

1. Water – liquid most commonly used for cleaning has a property called
surface tension

2. Detergent – compound and their combination used for cleaning

3. Soap – water soluble sodium or potassium salts of fatty acids

4. Bleach – sodium hypochlorite has no dirt removing power but only

improve the color of white linen

5. Alkali – compound used to soften water

 6. Blue – off setting agent used to make yellow fabric white.

Property of Good Soap

1. Good washing power

2. Ease of rinsing

3. Easy solubility and purity

Ingredients of a Detergent

1. Surfactant are added to remove grease

2. Abrasive are used to rub dirt off the surface

3. PH substance to stablilize other harder substance used in the

compound

4. Caustic are used to break-up dirt particles

5. Softener are added to deal with hardness of other component being

used, are essentially used for bleaching

Hard Water

 A water with the presence of mineral salt, mostly those of magnesium,

calcium, manganese and iron in which effectivity of a soap is reduced,
when in used the mineral salt react with soap to form an insoluble
precipitate known as scum which do not rinse easily.
 Chapter IX : Public Area

Public Area
  Public areas of a hotel expand according to the financial outlay of the
investors & their vision of the number of facilities they wish to provide to
both resident guests & the public. We must understand that a hotel is
open to resident guests and the local public that visits it. Hotels have
always been the center of social activity for the local populace and the
number of people that they can attract adds to the stature of the property
as well as the revenue that they generate. To the investors, each space
accessible to the public is a potential revenue area and therefore, they like
to exploit it to the maximum. Investors have dug below the ground to
create space as well as used rooftops to make them money spinners. The
larger the hotel, in terms of the number of room, the larger is the public
area acquired. Larger number of arrivals and departures will require
greater lobbies: larger swimming pool: more elevators: larger food and
beverage facilities etc.

1. Basement

 The basement consists of car parks, support offices as human

resources, accounting, housekeeping, engineering, purchasing
and training rooms in addition to staff cafeterias, linen and uniform
rooms, laundry, housekeeping stores staff cafeteria, and locker
rooms

2. Ground Level

 The ground level provides easy access to the public and therefore,
it is ideal for certain revenue areas. The hotel could have a lower
lobby that accesses the revenue area like the health club, upper
car parks and restaurants. Discotheques and specialty restaurants
could be positioned here. This is also the ideal spot for indoor
recreation like squash courts, gymnasiums and swimming pools.

3. Lobby Level

 The entrance to the hotel is a floor up. It is here that the main
reception and lobby is located. Many restaurants could lead the
residents and local public to different places off the lobby. Of the
restaurants, the coffee shop and the dining room area a must. The
back office of the front office will be in the lobby as also the left
 luggage rooms, security deposit rooms and telecommunications.
The shopping arcade extends off the lobby.

4. Mezzanine Floor

 This is where the executive offices of the general manager, sales

and marketing, sales accounts, food and beverage manager, etc.
are located. This could be the floor for the business centre

A. Guest Floor- the guest floors rise above the mezzanine and
relates to the number of rooms the hotel has. Public areas are
not found on floors except perhaps for the business lounge
which is exclusively for the resident guest who stay in the
executive floors.

B. Roof Top – this obviously offers a panoramic view. The

investor would like to have the exclusive night club located
here. Cocktail lounges can also be located on the rooftop.

Public Area Cleaning Schedules

A. Night Cleaning Schedules

 Restaurant and Bar – while most close by 12 midnight, night clubs can
stay open till 3:00 am. The coffee shop, though open at night as well, is
less occupied after the dinner service which completes at 12 midnight.

 Executive Offices – they close after 6:00 pm. Some like the general
manager’s office, reception back-office, accounts etc. may stay open
till late at night for work exigencies.

 Business Centre –normally closes at 6:00 pm

 Shopping Arcade – may stay open till eight at night. Some hotels keep
their shopping facilities open till 11:00 pm

 Meeting Rooms – meetings normally observe business hours and

usually close at 6:00 pm

 Lobbies – all lobbies have to be cleaned at night after 12 midnight.

Though there may be a few guests, cleaning has to proceed for the
lobbies to be ready for early morning peak traffic

 Elevators – these can be shut down one by one for cleaning at night,
as guest use then less at night
  Basement – these include the park car area, basement corridor,
training rooms, staff locker rooms and support offices like purchasing,
housekeeping, laundry, time office and human resources. The linen or
uniform rooms and stores are not accessible to the public area staff at
night for security reason.

 Public Cloak Rooms - they are relatively free after the restaurants
close. Naturally one wonders what is left for the day to be cleaned.
They are mostly the external areas with some internal locations.

B. Day Cleaning Schedule

 Driveway’s, walkways, porch, external car parks, swimming pool

areas, beach fronts, night club, discotheque and cocktail lounges (
because they open at night only), banquet halls (that are free in the
morning), linen rooms and stores when they are under the
supervision of the respective keepers.
 Chapter X : Pest
Control

Pest Control – pest and insects carry disease causing organisms. Rodents for
instance usually carry bacteria that can cause food spoilage and food poisoning. It is
therefore important for any housekeeper to understand how pests breed and multiply so
that appropriate preventive and control measures can be undertaken.

Kinds of Pest, Their Biology and Characteristics

A. Rats, Rodents or Mice

 Eat tremendous amount of food of its size

 Its hairs and droppings contaminate food

 Can cause fire by gnawing electric wiring

 Carries of disease like typhoid fever and jaundice

 Excellent climbers and good swimmers

 Rest in secure places like burrows and double walls, between floors
and piles of rubbish

 Can squeeze through a ½ inch hole

 Can drop in 50 feet yet survive

 Come in different kinds, color and sizes

 Control Measures

1. Maintain proper sanitation. Without food they cannot survive so do not

give them access to food by covering all food and stagnant water

2. Cover all possible entrances by using screen, by patching up holes

and by closing doors all the time

3. Use rat poisoning or rat baiting to eliminate rats

4. Destroy their hiding places like crowded storerooms. Decongest the

stockroom, fumigate and keep them clean

5. Use rat proofing to gets rats out of the building. It is easier to kill rats
that are ready inside
B. Roaches (German, American, Oriental)

 They carry disease-causing bacteria on their bodies and deposit them

on food through their excreta, vomit and bodily contract

 The female lays 25-40 eggs at one time, enclosed in a leathery pouch
called ootheca (she lays 80-120 ootheca)

 Hatching of their eggs depends on the temperature and ranges from 4-

5 weeks or 32-42 days

 Flat bodies allow them to hide in narrow cracks, crevices, cabinets,

hallow walls, plumbing areas, dark places and hard to reach areas.

 Control Measures

1. Preventive – proper sanitation, prevention of entrances and elimination

of harborages

2. Corrective – application of liquid pesticides like residual knockdown

and spray insecticides

3. Thorough and frequent treatment is recommended

C. Flies

 Carriers of bacteria that cause variety of human diseases like typhoid,

dysentery, diarrhea, cholera

 They feed on human and animal wastes their bacteria stick to the
mouth, foot and hair and are deposited in the food intended for human
consumption

 They lay eggs 150 at one time, hatch in 24 hours or less and within 10
days after emergence from pupa

 Control Measures

1. Starts with sanitation, follow proper cleaning procedures, and promptly

remove wastes from the area

2. Keep all garbage cans covered. Once disposed, clean that can
thoroughly
 3. Treat all breeding places with parricide’s

4. Use residual spray, poison baits and space spraying control

5. Open and clean floor drains at least weekly

6. Food particles must not accumulate in floor walls and junctions

D. Mosquitoes

 Blood- sucking insects that annoy man and other animals

 They do transmit various diseases like malaria, yellow fever but they
also make potential recreational areas unsuitable for development

 Female mosquitoes usually need a blood meal in order to survive and

lay eggs. Males do not feed on the blood but on nectar and other plant
juices

 Eggs laid in pools, growing plants canals, empty barrels, tin cans, etc.
hatch in one to 3 days depending upon weather condition. Two or
three days after emergence, the female mosquito takes her first blood
meal and now ready to deliver the first batch of eggs, ranging from 15
to 140 or an average life span is 3 days

 Strains of disease carrying mosquito

 Anopheles mosquito – carrier of malaria

 Aedes aegypte – carrier of dengue

 Control Measures

1. Removes stagnant water. Drain the pool or drum of water

2. Employ mechanical control like screens and mosquito nets

3. Utilize residual/ knockdown spraying of non-toxic chemicals. Methods

of application may take the form of space sprays, residue or smokes

4. Apply repellant chemical

  Over Control Measures

1. Take proper measures to minimize the presence of rodents, flies,

cockroaches and other insects around the premises

2. Keep the premises in a condition that prevents the hiding or feeding of

insects or rodents

3. Implement a strong housekeeping program with the help of a licensed,

reliable pest control company

4. Opening to the outside must be protected against the entrance of

rodents and flies by:

 Using tight- fitting, self- closing doors

 Closing windows

 Installing screen

 Controlling air currents

 Other means

 Screen doors must be self- closing. Screens for window, doors,

skylights, transoms, intake and exhaust air ducts, and other
opening to the outside must be tight fitting and free of breaks.

Use of Pesticides / Insecticides

Pesticide Label;

 Highly Toxic – danger (poison) skull/ Cross bone

 Moderate low – warning (poison) skull / cross bone

 Lightly Toxic – caution (poison) Skull/ Cross bone

 Relatively non Toxic – Caution

Method of application of Insecticides/ Pesticides

1. Spraying – refers to dispensing of pesticide on affected areas by the

use of sprayer or compressed air sprayer

2. Misting – releasing pesticide chemicals with the use of misting

machine

3. Fogging – makes use of a gaseous form of pesticide coming from a

fogging machine that can reach high/ unreachable areas.
 Chapter XI
Lost And Found
Lost And Found - A lost and found (American English and Canadian English), lost
property (British English), or lost articles (also Canadian English) is an office in a large
public building or area where visitors can go to retrieve lost articles that may have been
found by other visitors. Frequently found at museums, amusement parks and schools, a
lost and found will typically be a clearly marked box or room in a location near the main
entrance.

Some lost and found offices will try to contact the owners of any lost items if there are
any personal identifiers available. Practically all will sell, give or throw away items after
a certain period has passed to clear their storage.

Standard Procedures

1. All items found in guest rooms, public areas, F & B outlets should be
forwarded to the housekeeping office for proper handling and custody as
soon as possible. Under no circumstance should found items be kept with
outlets or any other department
2. If for some reasons the found item(s) cannot be brought to the housekeeping
department office, the housekeeping coordinator should be informed by
telephone immediately. (in case the guest call for enquiry). Failure to do so is
an offense that is subject to disciplinary action.
3. All lost and found items must be recorded appropriately and witnessed by
executive housekeeper, assistant executive housekeeper or assistant
housekeeper
4. All items be stored in lost and found room under lock and key immediately on
being handed over the housekeeping coordinator
5. For valuable or identifiable items i.e. cash, watches, jewelry, passport, driving
license, identity cards and credit cards etc. the housekeeping coordinator will
inform the front office assistant manager who will contact the guest and
arrange the property claiming
6. The items will be kept inside the executive housekeeper safe provided the
code of which only known by the executive housekeeper, assistant executive
housekeeper and assistant housekeeper
7. For items found in the hotel back of house areas, i.e. staff locker rooms,
offices, the housekeeping coordinator should inform human resources
department and a notice to be posted on the notice board by human
resources department for staff to claim their lost item from housekeeping
department

Procedures
Lost and Found Standard Items:

1. All articles left behind by guest is be considered as “Lost & Found” (even if a
tooth brush, reading material etc.)
2. Finder will bring the item to housekeeping department as soon as possible
3. Finder will fill in a lost and found slip in triplicate form describing in full slip
record number ( follow last number entered in log e.g. 031/2/91 indicating
record number/ month/ year., date found ,location found, guest name- if found
in room, name of finder, description of article, location where article(s) is/ are
stored
4. Housekeeping coordinator will in lost and found log book the following
information, lost and found log book will be kept in housekeeping at all times,.
Serial no. , date found, finders name, description of item, location found,
storage code (shelf no.), guests name ( if item is found in room)
5. The article will be properly labeled for future identification
6. Item will be handed in to executive housekeeper/ assistant housekeeper for
safe keeping
7. Items will be sent to lost and found room for safe keeping by housekeeping
coordinator
8. Lost and found room key is to be issued only to housekeeping coordinator by
executive housekeeper/ assistant housekeeper

Mode of Disposal

 2-6 days – for perishable foods, fruits, chocolate, bread, shampoo

 6 months – for non-valuable items like clothes, towel, bags, shoes
 1 year – for valuable items like jewelries, money, electronic gadgets like
cellphone and cameras

Chapter XII Butler and Valet Services

Butler and Valet Service

Butler service - a butler is a senior servant in a well to do household. The position and
its precursors have existed for centuries and have evolved over time. In the great
houses of the past, the household was generally divided into areas of responsibility,
with the butler in charge of the dining room, the wine cellar, pantry and sometimes the
entire main floor, while a housekeeper is in charge of the house as a whole and its
appearance. In modern usage the butler is in charge of food service, wine spirits, and
silver, supervises other servants and may perform a wide array of household
management duties. Butler have traditionally been male, and this remain the norm.

 Butler formally trained at elite programs and has worked in the hotel/ resort
industry and/ or have serviced ultra formal households

Other titles for butler

 Majordomo

 Butler Administrator

 Staff Manager

 Head of Household Staff

Vital role of a butler

 When the guests arrive, the butler must establish the guests profile, be it though
the information provided before the guests arrival or through personal contact
with the guests acquaintance.

 The hotel butler must have series of strategies that serve as tools to get to know
the guests needs and as means to generate service needs

The basic services offered by the hotel butler

 Laundry and ironing

 Shoe shine

 Packing and unpacking clothes

 In-room breakfast and beverages

What is the difference between the service offered by a hotel butler and those provided
by any of other position mentioned above?

 When taking the tray to the room, the hotel butler is not just offering breakfast or
tea, he is also bringing with him an amount of information gathered before hand
that makes it possible for him to know the guest in greater depth, thus being able
to anticipate the guests need

 When the butler enters the rooms to collect the laundry, he also carries away
with him an interpretation of the guests immediate environment that contributes
additional information to the guests profile enabling possible strategies
concerning services that guarantee the guests well being and satisfaction

 The butler has received training on services quality, service strategy creation,
preparation of a guests profile, stay satisfaction follow-up management of
complaints and so on, that allows him to offer a highly personalized service

 Daily personalized assistance, detailed observation, the capacity to analyze the

guests behavior are, among other the tools that the butler resort to on a daily
basis to determine what the possible needs of the guests are, to generate such
needs, and to transform them into services provided with the requested level of
quality, showing the butlers capacity to satisfy the guests need and exceeding
the guest expectations in connection with them.

Jobs of the Butler

When the guest arrive, the Butler will

 Ensure accommodation is ready

 Greet you upon arrival

 Process your registration in your room

 Offer to unpack luggage

 Offer welcome beverage

 Offer complimentary pressing

 Take note of any requirements guest may have on arrival

During the guest stay, the Butler will

 Take room service orders for breakfast, lunch and dinner

  Handle your laundry dry cleaning or pressing requests

 Liase with housekeeping over servicing of suite

 Offer to draw a scented bubble bath

 Tidy your wardrobe

 Ensure that your suite is maintained in perfect condition

 Check and restock suite bar.

At Departure Time, the Butler will

 Offer to pack for you

 Present your account in advance of check out

 Arrange transport requirements

 Coordinate luggage pick up

 Escort you to the lobby

 Check your suite for any items you might have forgotten

Valet Service - a valet is a man’s male servant, who takes care of his clothes and
performs other personal services to hotel’s guest. Also known as Valet de Chamber

Duties of the Valet include:

 maintains the wardrobe and clothing inventory and clothing storage for
gentleman

 confidant of personal matters and business issues relative to the employees

service request for employee

 may also serve as chauffer on occasion

 assist butler as needed

 packs and prepares the gentleman for travel

Chapter XIII
 Alcohol Intoxication

FACTS:

 A person is said to suffer from alcohol intoxication when the quantity of alcohol the person
consumes produces behavioral or physical abnormalities.
 In other words, the person's mental and physical abilities are impaired.
 In addition to the signs of physical and mental impairment, alcohol levels can also be
measured in the blood.
 Most states have specific levels at which the driving of a motor vehicle is forbidden.

Alcohol Intoxication Causes

Alcohol is a generic term for ethanol, which is a particular type of alcohol produced by the
fermentation of many foodstuffs - most commonly barley, hops, and grapes. Other types of
alcohol commonly available such as methanol (common in glass cleaners), isopropyl
alcohol (rubbing alcohol), and ethylene glycol (automobile antifreeze solution) are highly
poisonous when swallowed, even in small quantities.

Ethanol produces intoxication because of its depressive effects on various areas of the brain
causing the following physical and mental impairments in a progressive order as the persons
alcohol lev el increases (the person becomes more and more intoxicated).

 Disinhibition of normal social functioning

 Euphoria (excessive talking, showing off)
 Ataxia (uncoordinated gait-walking)
 Poor judgment
 Loss of memory
 Slurred speech
 Worsening ataxia
 Vomiting
 Confusion and disorientation
 Progressive lethargy and coma
 Ultimately the shutdown of the respiratory centers and death

The 5 S’s of good housekeeping`1

A very systematic and rational approach to housekeeping maintenance
especially for offices homes and even for hospitality establishment is the so called “5
S’s”. A housekeeping program that was developed by Hiroki Hirano and has now
become a popularize housekeeping guide around the world

The objectives of the 5 S’s program are to:

 Keep order in a work place, buildings, offices, other establishment

 Reduce waste and save on costs

 Maximize work efficiency and productivity

 Prevent injuries, accidents and disease

 Protect the integrity of files and documents and

 Prepare the ground for further improvements

The 5 S’s stands for 5 elements namely:

 SEIRI************** SORT

 SEITON************ SYSTEMATIZE

 SEISO************* SWEEP

 SEIKETSU********** STANDARDIZE

 SHITSUKE********** SELF_ DISCIPLLINE SUSTAIN

It is however important to add THREE more S’s that is:

 S***************** SAFETY

 S***************** SECURITY

 S***************** SATISFACTION

Sort (SEIRE)

 This is the task of identifying available files and materials and sorting out
what is necessary and what needs to be disposed. Good housekeeping
requires all unnecessary papers, materials and files to be removed from
the work area to decongest the premises, reduce waste, maximize
productivity and efficiency, create a pleasant work environment and make
the job more manageable.
Systematize (SEITON)

 Systematizing means putting all necessary items in proper order and in

their proper place. It entails the orderly and systematic arrangement of
files, documents and other materials within ones work area. For example
filing cabinets are to be arranged according to classification, like a box or
shelf for contracts, another one for invoice etc.

Shine (SEISO)

 The word “shine” relates to a condition of cleanliness. This is made

possible through regular cleaning, sweeping floors, cleaning equipment,
and shoveling out unused material or debris on a daily basis. The concept
also emphasizes the prevention of dirt and dust accumulation by making it
a habit of cleaning and clearing away all dusts and trash in ones work
area, sweeping floors, dusting furniture, and most of all, practicing “clean
as you go” ( meaning outright disposal of trash after working).

Standardize (SEIKETSU)

 This element focuses on the discipline needed to make the 5 S’s a habit. It
entails the set-up of a system to insure that high standard of good
housekeeping is maintained. The set-up of a structure of work distribution
and the formulation of standard and procedures are all part of the process
of standardizing and maintaining order in the work place.

Sustain/ Self Discipline (SHITSUKE)

 Sustaining the 5 S’s of good housekeeping means making it a way of life

doing them daily as a matter of habit

Sorting Practices:

1. Classify items whether necessary or unnecessary

 Sort contents of inside drawers, cabinets, lockers, rooms, other areas

 Segregate useful from non-useful items, bio-degradable or non-

biodegradable

 Stratify –sort- evaluate what to dispose , what to file or transfer

In evaluating items for disposal, consider those that are:

a. Of low use like:

  Things not used in the past -dispose

 Used only once in the past – store at a distance

b. Of average use- important file but not frequently needed, to include

 Those used only once in the past 2-6 months

 Used only more than once in a month

c. Of high use

 Those used once a week

 Those used every day , every hour

2. Dispose the unnecessary and useless items, use a red tag or any tag to
identify disposable items

3. Recycle items when appropriate

4. Establish policies on disposal

 Have different color coded tags – for disposal, for transfer, to be

recycled and sold

 Identify the files/ materials to be retained and up to when

 Segregate items that can be recycled or sold or completely thrown out

 Designate storage and disposal areas

5. Prevent accumulation of trash and unnecessary items, practice the principle

of clean as you go “CLAYGO”

6. Prepare a materials list specifying items disposed stored and where disposal
can be donesss in either of the following ways

 Sell to outside company

 Move to other section where the item is needed

 Throw it away, or dispose as garbage

Safety

 Ensuring the safety of employees in the workplace, ensuring that

confidential files and documents are protected from theft and from the
 access of the public, and that employees and clients are protected from
safety and security hazard

Security

 Ensuring confidentiality, integrity, and availability of data and information

materials

Satisfaction

 Includes employee’s satisfaction and engagement in continuous

improvement activities. Ensures the improvements will be sustained and
improved upon

Key Elements to effectively sustain the 5 S’s

 Participation – get everyone involved, make them recognize what the company
wants to achieve and their important role

 Reward – recognize efforts of individuals and groups, reward by using praises,

certificate, other means

 Education – orient people on the importance of 5 S’s the key elements and
standard

 Sanctions – shows that you mean business. Monitor compliance, record

deviations, make people accountable for results and let them face the
consequences of unjustified deviations

 Structure – identify the tasks to make 5 S’s work distribute the tasks to
individuals or committees, define standards and procedures, set-up schedules
and deadlines, organize and audit team or 5 S champs