HOUSEKEEPING
HOSPITALITY
-it is the cordial and generous reception and entertainment of guests or strangers,
either socially or commercially.
HOUSEKEEPING
-refers to the upkeep or maintenance of cleanliness and order in a house or lodging
establishment, be it in an inn, hotel, apartel, condominium, resort, dormitory or hospital.
* Types of Housekeeping*
1. Domestic Housekeeping
-refers to housekeeping maintenance in a house, it include bedrooms, kitchen, dinning,
receiving area, grounds and the surrounding areas within the house.
- the lady of the house acts as the head housekeeper and is responsible in keeping the
household in proper order.
-simpler to manage
2. Institutional Housekeeping
- applies to housekeeping maintenance in a commercial lodging establishments like
hotels, resorts, inns and apartels.
- blown – up to a more complex and sophisticated tasks. With a lot of guests to attend
to, housekeeping responsibilities have to be distributed to several sections or areas of the
housekeeping department.
HOUSEKEEPING DEPARTMENT
-
The largest department in a hotel and considered the heart of the hotel.
Objectives of the Housekeeping Department
1. Service – maintain highest standard of guest service
*Every effort must be made to provide maximum guest satisfaction*
2. Quality – all guest must be able to relax in a clean, quiet, and comfortable surroundings.
3. Excellence – guests must be serviced by the finest and most modern techniques and
equipment available.
Importance of Housekeeping
1. Prevention of bacterial contamination
- Without housekeeping, the establishment becomes highly vulnerable to bacterial
contamination that could result to illness or disease.
2. Maintenance of furniture
- Furniture when not properly cleaned and maintained will have short life span.
3. Makes way for safety hazards that could endanger the guests or costumers.
Responsibilities of the Housekeeping Department
1.
2.
3.
4.
5.
6.
7.
Responsible for equipment, staff, linen and uniforms of the department and the hotel
Responsible for designing, implementing and evaluating Housekeeping systems.
Responsible for providing best appearance of public areas and guestrooms.
Responsible for maintaining a systematic and effective system for the department
Responsible for coordinating with the department to maintain effective staffing
Responsible for communicating with all departments to ensure smooth service to guests
Responsible to work together with the Training Department for programs to develop
staff to the highest performance required by the hotel.
AREAS OF RESPONSIBILITY OF THE HOUSEKEEPING DEPARTMENT
1. GUESTROOMS
Classification of Guestrooms
A. According to number of Beds
 Single room – is a room with single bed, good for one person
 Twin room – room with two twin or two single beds, good for 2 persons
 Double room – is occupied by two persons with 1 double bed
 Double – double – the room has two double beds or 2 queen beds, occupied by
two or more persons. It is sometimes called TWIN DOUBLE
 Triple Room – is occupied by three people, may have 1 double bed and a roll
away bed or two single beds plus a roll away bed.
 Quadruple Room – is occupied by four people, may have two beds or more
 Family Room – has at least one double, with one or more single beds, design to
accommodate a small family
 King Room – has a king – size bed, maybe occupied by one or two people or one
small family
B. According to Price, Lay out and Facilities
 Economy – room is designed for an economical rate usually short of standard
facilities like air con, television and other amenities
 Standard – room is sold at moderate rate, equipped with standard facilities and
amenities like air con, toiletries, television, night table
 De Luxe – room is more luxurious and spacious, with amenities of superior
quality, sold at much higher price than standard
 Studio – room has a studio bed or a couch which can be converted into a bed. It
may also be called an Executive room.
 Connecting rooms – consist of two or more rooms with entrance doors from the
outside door between them through which guests can get through each
bedroom without going out of their rooms.
 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 the
standard room.
Types of Suites:
a. Junior Suite – is a room with a bed and a sitting area (usually a small lounge),
There may be a small, separate bed, connected to the living room or parlor. It
is called a mini suite.
b. Penthouse Suite – is usually located on top of the floor of the property.
c. Executive Suite – is designed for a top executive, with facilities and amenities
for superior quality.
d. Hospitality Suite – is used for entertaining visitors, serving as function room
or a parlor.
Terminologies Used to Describe Various Types of Guests
-
-
-
 Very Important Persons (VIP)
Refers to well renowned guest like a high ranking official or executive who warrants
special treatment and handling.
 Very, Very Important Person (VVIP)
Is a highly renowned person who deserves extra special treatment. Example:
dignitaries, ambassadors, etc.
 Free Independent Traveler (FIT) of Foreign Individual Tourist
Refers to a tourist or a traveler who is travelling alone or is not with any tour group
 Joiner – is a person joining another guest in the same room
2. LINEN ROOM
- Housekeeping department’s own linens
- Food and Beverage linens
- Employees uniform
- All linen from the other departments of the hotel
3. PUBLIC AREAS AND BACK OF THE HOUSE
-offices
-function rooms
-restaurants
-lounges
-lobby and terrace
- social hall
- ballroom
-guest’s cafeteria
- comfort rooms
4. LAUNDRY ROOM
- Food and Beverage’s laundry
- Housekeeping Department’s laundry
- Guests’ laundry
- Laundry from other departments of the hotel
5. GARDENING AND LANDSCAPING
- All surrounding areas
HOUSEKEEPING PERSONNEL
Housekeeping staffs must show concern for guests, which makes the guests want to
return (the basic ingredient for growth in the occupancy and success in the hotel business).
A. Executive Housekeeper
- Directs and controls the activities of the Housekeeping department and all the
housekeeping staffs.
*Specific Duties:
1. overseas the work of the house
2. trains employees
3. sees to it that all rooms and areas conform to the highest standards of the cleanliness
and orderliness
4. inspects room regularly
5. Coordinates with the F.O regarding transfers of guests and problems
B. Assistant Executive Housekeeper
- assist the housekeeper in the absence of the Executive Housekeeper
C. Secretary of the Housekeeping Department
- responsible for communications within H.K.D , F.O and other departments.
*Specific Duties:
1. administers lost and found articles
2. receives and reports missing or damaged items for repairs
3. in-charge of secretarial and clerical jobs at the H.K.D
D. Floor Supervisor
- head of room attendants
-responsible for well maintained rooms
*Specific Duties:
1. assigns room attendants to their duties and inspects cleanliness
2. examines rooms for repair and makes recommendations and replacement
E. Room Attendants ( Room boys/Chambermaids
-provides services for maintenance of guestrooms according to optimum standards of
cleanliness and sanitation.
*Specific duties:
1. Cleans and makes up rooms
2. Reports missing or damaged items
3. Cleans doors, ceilings and mirrors
4. Replaces supplies
5. Submits daily reports
6. renders assistance to the guests at all times.
F. Linen Room Supervisor
- in charge of the linen room and supervises the activities of the linen room and the linen room
staff
*Specific duties:
1. Supervises the inventory of the linens and uniforms
2. Ensures sufficiency of supplies through requisition and controls them.
G. Linen Room Attendants
- Responsible for receiving sorting, sorting and issuing of uniforms and linens.
*Specific duties;
1.
2.
3.
4.
Assists in the inventory of supplies.
Assists in the arrangement of flowers.
Sorts out linens for repair, discard or use
Prepares and assembles linen and guests supplies as required.
H. Seamstress/tailor;
- responsible for repairs on hotel employee’s uniforms, hotel linens and guest’s clothing.
*Specific duties;
1. Reports condemnation of linens to usable ones.
2. Assists in inventory
3. Assists in issuing supplies
I. Laundry Room Supervisor
- plans and directs laundry room activities, and ensures economic process of laundry.
*Specific duties;
1. Coordinates with the other departments of the hotel to ensure availability of the supplies.
2. Examines guest clothes and other items before processing.
J. Laundry Room Attendants;
- do the washing of linens, uniforms and guest’s laundry.
K. Pressers
- Irons linens, uniforms, guest clothes and other linens that needs pressing.
L. Head Houseman;
-directs and controls the activities covering public area maintenance and ensures conformity
to prescribed housekeeping policies standards.
*Specific duties;
1. Maintains quality housekeeping in all public areas.
2. Conducts regular inspection of the different public areas as to cleanliness and
maintenance and checks for things that needs repair or corrective action.
3. Checks order in all areas, ensuring that fixtures and furniture are in the right place, such as
plant boxes, decors, etc.
4. Monitors and supervises proper use and maintenance of cleaning supplies and equipment
as well as tools and materials.
5. Checks equipment regularly for their conditions. Have them cleaned and regularly and
repaired when out of order
6. Checks and par stocks requirements and makes requisition for replenishment.
7. Reports all unusual incidents and accidents his area.
8. Trains, coaches and supervises his staff.
9. Performs other related duties that may be assigned to him.
M. Houseman
- cleans and maintains public areas and do minor repairs in any area of the hotel.
N. Powder-Room Girl
-cleans, maintains and replenishes supplies of public guest rooms.
-cleans and maintains employee’s lockers.
O. Head Gardener
-responsible for gardening and landscaping
-supervises the work of gardeners
P. Gardeners
-maintains the gardens, indoor plants and the surrounding of the hotel
Q. Mini-bar Runner/Attendant;
- responsible for performing mini-bar operating procedures.
*Specific duties;
1.
2.
3.
4.
5.
6.
7.
8.
Maintains par stock of mini-bar items , request replenishments of consumed stocks.
Makes records of consumption per room and prepares sales report.
Assists in the promotion of mini-bar.
Records salable stocks,, informs supervisor on slow or non-salable stocks.
Conducts mini-bar inventory.
Cleans and maintains mini-bar.
Checks and collects mini-bar receipts in all guest rooms.
Prepares billing of mini-bar consumption report, giving priority to expected checks outs for
the day.
9. Coordinates with the front office regarding bills specially late charges.
10. Performs other duties as may be assigned.
R. Laundry Velvet Attendant
- administers guest’s clothes for laundry.
PERSONAL PRESENTATION AND ATTITUDE
*The way present yourself will have a lasting effect on guests*
-it is also important that all employees have a pleasant appearance when working with fellow
workers, as this helps to create a professional atmosphere and attitude among all staff
members.
-employees should create an impression that is efficient and speedy service
-attitudes to work, guests and fellow workers are reflected in the way employees walk, stand
and conduct themselves in the presence of the guests
-behavior is “on show “all the time
GROOMING STANDARDS
PERSONAL APPEARANCE AND HYGIENE
1. Preventive measures against body odor should be taken
-daily shower
-use of deodorant
-daily change of uniform
2. The uniform should be worn properly, with nameplate
3. Shoes should be clean
4. Fingernails should be timed and kept clean
5. For male employees:
-hair should be well groomed and not touching the collar
-face should be clean shaven – no moustache, beard or side burns
-strong smelling lotion or gels should be avoided
6. For female employees
-cosmetics and perfumes should be used moderately.
-jewelry shall be limited to a wristwatch, wedding bond or plain earrings
-only light nail polish should be used
-nets should be used for long hair
Socks or stockings should be held up firmly
ATTITUDE AND OTHER IMPORTANT PRACTICES AT WORK
1.
2.
3.
4.
5.
Punctuality is expected for every employee
Punch in/out procedures should be carefully observed
Notify management in advance in case of absence
Important details should be jotted down. No one should trust these to memory.
Unnecessary noise likely to disturb, annoy gusts should be avoided
-talking or laughing loudly
-whistling or singing
-running on the stairs or corridors
-horseplay
6. Service elevators shall be used only in transporting supplies
7. No smoking policy should strictly be observed
8. Employees should stay only on areas where they are assigned.
9. Use hotel telephones or intercoms for official business purposes only.
10. Use employee’s restroom and facilities with care.
11. Gambling, drinking alcoholic beverages and eating in guestrooms are prohibited.
12. Personal guests of employees are to be discouraged from visiting or calling unless in cases
of emergencies, and thru the personnel office.
13. Furniture should be lifted not dragged.
14. Cleaning materials and equipment should be used and handled with care.
15. Standard procedure should observed unless otherwise directed by supervisors under
certain conditions.
16. Valuables and hotel properties should not be kept in lockers.
SAFETY RULES FOR THE HOUSEKEEPING DEPARTMENT
*Common sense is probably the best deterrent to accidents on the job and also protection for
others in the Housekeeping department, to be alert for possible hazards. It can be said that AN
OUNCE OF PREVENTION IS WORTH A POUND OF CURE.
Suggested Safety Tips:
1.
2.
3.
4.
Wipe up spills, leaks and tracked – in water promptly to prevent slips and falls.
Repair ripped carpets immediately.
Be careful in mixing detergents and cleaners so as not to splash on eyes and skin.
Check electrical appliances and equipment before use, check for frayed wires, loose
plugs and connections.
5. Check light fixtures daily, dim light and dark areas can de hazardous.
6. Report any injury to the supervisor immediately for first aid.
7. Report any hazards such as broken floor and staircases, tripping hazards, defective light
cords, ladders and tools left behind.
8. Do not step at the edge of the bath tubs, or wash bowls using it as a ladder to reach
higher surface.
9. Wear safe, comfortable and proper attire at all times when at work.
10. Do not switch on lights with wet hands.
11. Do not pick up broken glass, razor blades and other sharp objects with your bare hands.
Use proper tools in picking up these items.
12. Do not obstruct the hallways with buckets, mops, and other cleaning tools and
equipments.
13. Be careful when laying out vacuum hose in the corridors, guests or employees might fall
over them.
14. Report at once any broken or defective furniture or equipment in guests rooms to
supervisor.
15. Place proper signs like “Wet floor” sign when cleaning the floor.
16. Always discard cigarette butts in proper containers.
17. Keep all passageways and fire escape corridors free from obstruction, debris and
equipment.
What is 5 S?
5 S is an oriented system of cleanliness, organization and arrangement designed to
facilitate greater productivity, safety and quality. It provides a foundation for more responsible
behavior for better work, better products and morale. It is a methodology used to obtain a higher
quality and productive working environment.
5 S IS IMPLEMENTED IN 5 WAYS:

SEIRI (Sorting)
- Sort out what is needed and what is not needed. When in doubt, throw it out.

SEITON (Segregate)
- Arrange essential things in order for easy access

SEISO (Sanitize)
- Keep machines and work areas clean

SEIKETSU (Standardize)
- Make cleaning and checking a routine practice

SHITSUKE (Self-discipline)
- Make 5 S a way of life. This requires a discipline.
RESULT OUTCOME:
1.
2.
3.
4.
5.
It motivates users
It establishes productive working environment
It improves safety
It improves efficacy
It improves quality of work
IDENTIFICATION AND MAINTAINANCE OF TOOLS, SUPPLIES AND
EQUIPMENTS
Excellent housekeeping requires very thorough cleaning; and being clean means the
absence of visible dirt. The entire area should not only be cleaned, but it should also be
sanitized, because it is through sanitizing that germs and bacteria are eliminated through
the use of sanitizing chemicals. If the entire area is sanitized, hotel guests and other
occupants are protected from possible diseases.
Clinical areas that must be sanitized:
-
Those that come into direct contact with the body
1. Toilets
2. Toilet bowls
3. Urinals
4. Lavatories
5. Mattress
-
May also include amenities such as:
1. Towels
2. Linens used for beddings
3. Glasses and table wares
CLEANING STANDARDS:
1. SWEEPING
- All swept areas do not have dust streaks nor show marks where dirt was picked up.
2. MOPPING
- Water is used sparingly
- Cleaning solutions rinsed quickly and the floor is dried at once.
3. FLOOR CLEANING
- Swept or vacuumed carpet is shampooed often.
- Cemented or vinyl floor is scrubbed or polished.
4. WALL WASHING
- Streaks and lap marks are not visible.
- Corners and areas difficult to reach are cleaned with soft cloth to remove smudges.
5. VACUUMING
- All carpeted areas with upholsteries are left clean, free of dust.
- All spots are removed upon discovery
6. DUSTING
- All surfaces are dust free
- Corners are vacuumed
7. WINDOW CLEANING
- Windows do not have smudges or water marks
- Window frames and channels are free of dust
8. GLASS PANELS, MIRRORS
- Thoroughly cleaned, no visible streaks, scratches or spots.
9. WASTE DISPOSAL AND GARBAGE CONTAINERS
- Emptied of trash, garbage and disposed of daily.
- Cleaned as often as necessary.
- Containers are lined with garbage bags.
COMMON CLEANING EQUIPMENT
1. Housekeeper’s Cart – also known as Room Attendant’s Cart (RAC)
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Should be completely packed to save time in going to and from the pantry for
replacement.
ROOM ATTENDANT’S CART
The purpose of keeping the Room’s Attendant’s Cart well packed with fresh linen, guest supplies
and cleaning supplies, is to prevent loss of time going to and from the pantry for replenishment.
Should have three deep shelves, facilities to handle soiled linen sacks and rubbish sacks that are
detachable, storage for a maid’s vacuum, and a top that is partitioned for small items or guest’
amenities.
Used for stocking cleaning supplies and chemicals so as to make cleaning easier and faster.
The actual make up for the Room Attendant’s Cart will depend upon the needs and conditions of
each hotel.
Maintenance: - wash soiled linen and garbage canvass as often as necessary. If disposable
containers are used, then dispose and change disposable containers daily.
- Check the wheels, remove strings or hair strands that may have been caught
on them; apply oil to the wheels as often as necessary.
Ideally, the RAC should contain the following:


Supply of dusting and cleaning rags.
Individuals containers of the following solutions:
- All purpose cleaner.
- Glass cleaner (may be ammonia and water)
- Dusting solution
- Sanitizing floor cleaner.
- Air freshener.


Vacuum cleaner
Cleaning bucket:
CLEANING BUCKET SUPPLIES
A well-stocked cleaning bucket will include the following equipment and supplies:
A supply of cleaning and dusting cloths.
Individual spray containers of the following:
- Bowl cleaner
- All purpose cleaner
- Sanitize
- Glass cleaner (ammonia and water)
- Tile cleaner
Furniture wax/ polish
Mop/ cleaning bucket
Brass/ metal polish
Assorted mops
Toilet brush/ swab
Carpet cleaners
Scouring pad
Soft brush
Linen:
Towels and sheets according to the number and types of rooms assigned, following pars
established by the hotel.









Sheets(King-size) – for Suites
Sheets(Queen size)
Sheets(Twin)
Pillow cases
Bath towels
Hand towels
Wash cloths
Math mats
Bathrobes for VIP’s in pantry
Guest supplies/ Amenities:
Guest supplies are usually packed in the topmost compartment of the cart, which is covered for
security reasons.
-
Facial tissues
Soap
Shampoo/ conditioner
Foam bath
Shower cap
Laundry bags
Sewing kit
Shoeshine
Pen
Telephone pad
Writing paper
Worldwide directory
Toilet paper
Do Not Disturb Signs
Make Up Room Signs
Guest Comment Cards
Glasses
Compendium
Post Cards
Breakfast Door Knob Menu
Menu Card
Envelope
Matches
Stocking and cleaning the RAC:
1. Clean and dust shelves and containers before placing the guestroom room supplies in the
trolley.
2. Check all wheels for the threads that might have stick on them. Otherwise it will be hard
to pull the cart and this might cause injury to anybody.
3. Check the rubber bumper if they are worn out.
4. Check the screw or any sharp edge that could catch your clothing or can cause cuts.
5. Request for all the guest room supplies that you need from your Supervisor.
6. Stock the trolley with the requested supplies according to the number of guests.
7. Label all chemical sprayers to avoid mixing with other chemicals.
8. Stock the cart by pulling all the guestroom amenities on the top shelf.
9. Folded bed sheets and towels should be filed on the second shelf of the cart.
10. Put all the chemicals at the lower shelf or at the lower side of the cart, including the tools,
rag, etc.
11. Vacuum cleaner, dust pan and soft broom with the trash are to be placed on one side of
the cart.
12. Clean the soiled linen canvass and put it on the other side of the cart. Garbage bag should
also be placed on either side of the cart.
2. Vacuum Cleaner
Types:
1. CENTRAL VACUUMING SYSTEM
- This is built in the fabric of the building like a plumbing or central heating system, which
is usually in the basement where there is a large motor and collection canister from which
there are pipes leading to points all over the building to which different machines are
connected. The dirt is carried along the pipes to the collection canister.
Advantages of CVS:
-
It is quite in operation and a lighter appliance is used by the operator.
The disposal of the dirt is made in one operation, instead of from individual machines,
resulting to reduced spread of bacteria.
The apparatus used by the cleaner is simple and requires little maintenance.
2. DRY TYPE
- Used to eliminate all loose soil dust particles from carpet surface, upholstered furniture
and even hard surfaces.
- Dust bags must be emptied daily.
- Wire should be rolled back neatly on the back of the vacuum cleaner, and should be place
on one end of the trolley or cart.
3. WET VACUUM
- Their main use is where there are floods or spillages, but they are useful in floor
maintenance or even carpet cleaning, where they help speed up drying process.
4. Hydro- vacuum or wet and dry vacuum – an all-purpose vacuum for dry and wet surfaces.
- It is also used for absorbing water in flooded or wet surface
3 Back Pack Vacuums – these are most useful in older buildings, where ceilings,
curtains and ledges are high. Back pack vacuums, when used properly, are efficient way
of keeping dust levels at bay.
3.Floor Polisher – used in scrubbing, stripping and polishing hard floor surfaces.
4.Carpet Extractor – designed for dry foam shampooing of carpets. It removes dirt that sticks
to or penetrates into the carpet layers.
5. Carpet Sweeper – used to pick-up dirt and particles from the carpet.
CLEANING TOOLS AND MATERIALS:
1. Scouring Pads
- Rough Side is for scrubbing purposes only
o Should not be used for painted surfaces, mirrors and glass panels. Should not be
used with scouring powder.
- Spongy Side is for cleaning painted surfaces, glass mirrors, marble and porcelain.
o Always make sure the pads are wet before using them. Wash and rinse after each
use, also, rinse at the end of the day to ensure that there is no soap left in the pads.
2. Dusting Cloths
- For dusting wooden and painted parts.
o Make sure the cloths are clean otherwise the dusty cloth will merely rub the dust
unto the surface being dusted.
3. Cleaning Towel
- Used for drying bathroom walls and floor tiles after they are cleaned.
o Make sure the towels are dry.
4. Polishing Cloths
- For polishing metal surfaces like bathroom fixtures
o Use cloths that are able to absorb water left behind during cleaning processes.
5. Hand Brushes
- For brushing away dusts from rough surfaces such as rattan,etc.
o Always make sure that the brush is not immersed in the water for too long.
- Also used for cleaning tiles
6. Toilet Bowl Brush
- For cleaning toilet bowls
o Toilet bowl brush should be kept after use in the storeroom either in a holder or in
a plastic bag hanging on one end of the trolley. Never leave the brush with other
cleaning equipment as this may contain a lot of dirt or bacteria.
7. Mop with Mop Handle
- For manual floor mapping
o Clean water must be retained in one bucket while dirty water has to be squeezed in
another bucket.
o Use mop wringer/squeezer if available.
8. Mop Squeezer
- Used for easier wringing/ squeezing mops
o Wash and clean every after use.
9. Squeegees:
a. Glass/Window Squeegee
- Used to remove excessive water from glass/ window surfaces and corners and speeds
up drying process.
o Make sure that the rubber strips are supple. Have it replaced the moment it turns
hard and brittle.
b. Floor Squeegee
- Used to remove excessive water on the floor.
o Handle this tool carefully as the squeezer easily breaks.
10. Ceiling Brooms
- For removing cobwebs on the ceiling
o Clean the bristles of the broom after use and the end of each shift.
11. Oilers
- Used in hinges of doors to prevent squeaking noises
o Use sparingly. Once the squeaky disappears, wipe excessive oil away so as not to
drip on the floor or carpet.
12. Tongs
- For picking up dirt
o This is used to prevent the hand from getting into direct contact with the dirt that
maybe a source of bacterial contamination or disease.
13. Soft Broom and Stick Broom
- Used for sweeping
o Use soft broom for sweeping fine surface like floors; stick broom for rough
surfaces like grounds.
14. Sponges
- For cleaning fine surfaces
o Wash and rinse after use; rinse properly at the end of the day to make sure that
there is no soap left in the pads.
15. Buckets
- Used with mops for cleaning floors, walls and other parts of the building.
o Buckets must be emptied when the water is dirty. At the end of each shift, they
must be emptied, dried and cleaned.
16. Insect Sprayer
- Used for fumigation so as to eliminate pests and mosquitoes
o Spray the area while windows and doors are cleaned. Leave it closed for at least
15 mins., then open to allow vapors and smell to evaporate, then remove dead
insects.
o Wipe smooth surface to remove any oily film that settle on them. Use protective
mask so as not to inhale the chemical, as this is dangerous to health.
17. Trash Bags
- Used to underline garbage containers so that garbage will not penetrate into the
corners or surfaces, which can cause proliferation of bacteria and may emit bad odor.
o Containers for wet garbage must always be underlined with trash bags.
o Bags should be tightly closed before disposal.
ACCESS ROOMS FOR SERVING
Entering Guest Room:

After arriving on the assigned floor, the HK attendant should first obtain a copy of a
Room Status Report. Unless instructed by the HK Supervisor, the order of priority for
cleaning is:
1. Early make-up room
2. Check-outs
3. Stay-overs

Before knocking on the door, observe carefully, whether or not there is a “Do Not
Diisturb” sign on the door, or if the door is double locked. If either is the case, avoid
the room until later in the day. Also, notify the HK supervisor accordingly.
Steps:
1. Knock three times on the door with your HAND not the key.
2. Announce yourself by saying “Good morning. housekeeping”.
Oppose a few moment for the guest’ response. Repeat the procedure before
entering.
3. If the guest answers, introduce yourself, and request permission to clean the room,
or ask for a more convenient time. Note the time.
4. If there is no response after knocking twice, enter the room and prop the door open
with a door stop.
5. Place your cart in front of the door at 45 degree angle to avoid unauthorized entry to
the room while you are cleaning. Make sure not to block traffic.
MAKE UP BED
STEPS:
1. Pull the bed out.
2. Place the mattress pad properly on the bed.
3. Place underneath (first) sheet on the bed (right side up).
4. Miter the upper left corner of the sheet.
5. Miter the upper right corner of the bed.
6. Miter the lower left corner of the bed.
7. Miter the lower right corner of the bed.
8. Put the second sheet on the bed (wrong side up).
9. Put the blanket on top of the second sheet (approximately 8” away from the head of the
bed).
10. Put the third sheet on top of the blanket (right side up) in line with the blanket.
11. Turn the second sheet over the blanket.
12. Tuck both second and third sheet with blanket along the side of the bed.
13. Miter the second and third sheet with blanket at the foot of the bed.
14. Place the bedspread over the third sheet and tuck in, and fold the pillows under
bedspread.
CLEAN AND CLEAR ROOMS
STEPS:
1. Upon entering the Room:
1.
2.
3.
4.
5.
Switch on the entrance lights
Turn on lamps and check for missing or burned out bulbs.
Open the drapes or curtains (check the window sill for dust)
Open and allow the room to “air out” while you are cleaning
If there is no outside ventilation, make sure the air conditioning is working properly
and set to hotel standards
6. Test the television and radio to make sure they are turned off.
2. Remove all Linen and Debris Accordingly:
For Check-outs:
Remove all debris left behind. Check drawers for items left, and
report them immediately to the Housekeeping Supervisor. Return
all bed boards, roll away beds, etc., to the Housekeeping.
For Stay- Overs:
DO NOT remove current newspapers, magazines, notes, etc., only
those items in the trash bins. Shake all bed linens to make sure tat
no items are within. Pick up all clothing, fold neatly and place them
on top of the dresser, together with newspapers periodicals.

Remove all Room Service trays or dishes and place them outside the door. The same for
cans, bottles, etc.

Empty all ashtrays making sure there are no hot ashes that could result in a fire.

Strip and remove all soiled linen, towels and trash from the bedroom and
vanity/bathroom and dump them in the proper bags provided on the cart.
Check-outs:
remove used soaps and shampoos.
Stay-Overs:
re- use partial items, but re- stock the amenity basket to full
complement. Save used soap in the tub dishes.
3. Clean the Bathroom:
1.
2.
3.
4.
5.
Flush the toilet bowl.
Pour toilet bowl cleaner.
Leave the toilet bowl cleaner to soak, then proceed cleaning.
Wash out the bathroom walls, including bath-tubs if there is.
Apply all-purpose cleaner—scrub cleaner unto surface starting from upper portion
downwards.
6. Rinse the surface.
7. Flush the toilet bowl.
8. Clean the toilet bowl with toilet bowl brush.
9. Clean the toilet seat and cover. Check the sides and base and also clean underneath
the rim of the toilet.
10. Wash and dry basin and vanity counter.
11. Wipe dry other surfaces including bath tub, and make sure there are no water
marks.
12. Shine mirror/glass with ammonia base cleaner. While cleaning, the note of detective
fixtures and report it to the supervisor.
13. Dust and polish toilet and facial tissue holders. Re- stock tissue if tissue is consumed.
14. Check that all bathroom fixtures are in proper working order.
15. Polish and shine all chrome fixtures. Do not leave water spots (usually a dry cloth
will provide the best results).
16. Mop/wipe the bathroom floor with sanitizing solution, then wipe-dry.
4. Replenish all the needed supplies in the guest bathroom and amenity baskets:
a. Bathroom Towels: (Ex: As required be Hyatt International Hotels)
-
Three bath towels (size 30” x 52”) to be placed either on the towel rack or,
preferably, on towel bar next to the bathtub.
-
Three hand towels (size 18” x 32”) to be placed on the towel bar ring near
the washbasin.
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Three wash cloths (size 12” x 12’) are to be placed on top of the vanity next
to the amenities.
-
One bath mat (size 22” x 34”)
b. Amenities:
-
Two different soaps (on for the basin and a larger size for the bath/shower),
one shoe mitt, one sewing kit, and one shoehorn.
-
Hotels with a high average rate should add to the above list of amenities the
following. Hair conditioner, hand cream and/or moisturizing lotion, shoe
polish, talcum powder, sachet or potpourri, cologne.
-
Resort hotels should add suntan/sunburn lotion to the bathroom amenities.
-
Hotels located in areas where flights arrive in the middle of the night, may
add a disposable razor, toothbrush, toothpaste, and a comb to the bathroom
amenities.
-
High average rate hotels should include a green plant in the bathroom.
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Bathroom amenities are to be placed in an attractive receptacle, such as a
basket, ceramic bowl or other local product. The receptacle is to be placed
on the vanity counter.
-
Amenities must be replaced as used.
5. Dust and Clean the Closets

Dust the closet shelves.

Clean the mirror doors.

Note the location and supply of laundry and valet bags.

Note all hangers and replace if necessary (minimum two skirt hangers)

Check for an extra pillow of non-allergenic material (If it’s the Hotel’s Policy).
6. Room Dusting

Dust the room completely, starting with the entrance door frame.

Work around the room, dusting all doors, doorframes, pictures, windowsills, frame
and baseboards.

Dust furniture and furnishings, including the bed headboards, lampshades and bases,
T.V. sets, radio, and other dust collecting fixtures.

Polish any special finishes, i.e. glass, wood, Formica and metal fixtures, by using
correct cleaning agents.

While dusting the room, make mental note of all used guest supplies that need to be
replaced.
7. Replacing Guest Room Supplies
NOTE: Bed make up can be done before step no. 7.
The following items should be checked daily and refilled if necessary:

Room folder, containing a Hotel’s Worldwide Directory (If it’s the Hotel’s policy),
stationary supplies and advertisements.

Service directory, room service menu, and current hotel display cards.

Check the telephone and wipe clean. See that there is a note pad and pen, and
dialing instructions.

Water jug and water glasses.

Water all green plants.
8. Vacuuming the Room:




Vacuum the floor thoroughly.
Work from the far end of the room, vacuum under all furniture, making sure
nothing is left underneath.
Vacuum close to baseboards, to the center of the room.
Vacuum under the bed up to the door.
9. Review for Final Inspection:

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
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

Close the day curtain/Venetian blinds.
Make a final check to ensure that air-conditioning/heating is adjusted to low and
that all lights, T.V. and radio are switched off. Ensure that the clock is in good
working order and is showing the correct local time.
Ensure the furniture and fixtures are in the correct place.
Freshen up the room with air-freshener whenever necessary.
Make a final check in the room to ensure that everything is in order.
Clean the outside of the door and door frame.
Make a final visual check of the room and make sure a “Do Not Disturb” sign is
hanging on the back of the door knob.
Leave the room, making sure that the door is properly locked.
Report the room ready for inspection.
EVENING TURN-DOWN SERVICE
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Preparation
Obtain night report list from the Supervisor, indicating numbers of rooms occupied and
expected arrivals.
Collect appropriate turndown amenities that will be placed on each pillow (amenities
may include such items as: Good Night Note, mints, chocolate, flowers, liqueur, etc.)
Collect daily guest letters from the Supervisor.
First proceed to rooms assigned for expected arrivals.
Entering the Room
Knock on the door 3 times with your hands and not with the key.
Announce yourself by saying “Good evening. Housekeeping Service.”
Pause for a few moments for the guests response. If there is no response, repeat the
procedure before entering.
If guest responds, introduce yourself and request permission to effect evening service
by saying “Good evening Sir/Madam (guest names are to be used whenever possible).
May I service our room?”
If the guest agrees, proceed with service.
Turning-Down the Bed
Pull the spread gently back, exposing the pillows.
Fold spread in a three way fold:
 Top toward bottom of the bed, approximately ¾ of the way down;
 Bottom toward the head of the bed, approximately ¾ of the way up;
 Fold one more time and you have a folded spread that will fit on the closet shelf,
baggage bench, or in the dresser drawer.
Pull back the second sheet, blanket and third sheet in one operation, into a triangle.
Double bed rooms occupied by two persons, follow the same turn down procedure on
bothe sides of the bed.
Twin bedroom occupied by one person, turn down the bed nearest to bathroom. Turn
down each bed facing night table.
Place “Good night amenities” on the pillow.
Freshening-Up the Guest Room and Bath

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Air out the guest room.
Empty ashtrays.
Empty waste baskets/bins.
If the guest has had bar service, remove glasses.
If the guest has had room service, remove trays.
Check the bathroom for cleanliness.
Replace used towels.
Check bathroom supplies and replenish exhausted items.
Empty the bathroom waste basket/bin.
Close the curtains.
Turn on the bedside music.
If an extra bed has been placed in the room, make sure to supply enough towels, soaps
and glasses for the extra person.
Wish the guest, “Have a pleasant evening, Sir/Madam”.
If the guest is expected to arrive, or it is an occupied and the guest is not in:

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Switch on all the lights and air-conditioning to low.
Check for fused bulbs.
Fold the bedcover neatly and place either on luggage rack or in the closet.
Turn one corner of the blanket, together with the second and third sheet, side closet
to the night table.
Place a breakfast menu and good night amenities on the pillows.
Turn on low volume classical music.
Clean out all dirty ashtrays, glasses and empty waste paper baskets/bins.
Remove all empty bottles and Room Service trays (if any).
Draw night curtains/Venetian blinds completely.
Switch off all lights, leaving the bedside light on, highlighting the good amenities.
Freshen up the bathroom and replenish exhausted toiletries supply.
Close the door, ensuring the door is properly locked.
If after knocking on the door, there is no response, open the door and enter. If the guest is in
the room, but otherwise occupied, common sense must prevail:




Leave the room quietly and close the door.
Note the room number.
Return later to offer turndown service.
If a Do Not Disturb sign is on the door, or the door is interlocked or double locked, a
printed note should be placed under the door by the Housekeeping Attendant,
indicating that an attempt was made to freshen the room.
Checking Guest Room
Check the following items for cleanliness, to ensure that they are dust free, by using your
fingertip. Note and report the defective items needing repair.
 Door
Check doorknobs and hinges to ensure no squeaking. Ensure peephole, door locks and
latches are in working order.
 Closet
Check the closet door, the rack, metal rail and shelves to ensure these are dust free. See
that hangers and laundry bags are adequate according to established par stocks.

Writing Table/Dressing Area
Ensure tables are not shaky. Drawer handles are in good order and stationary materials are
adequate. Mirror should be shining clean.

Television
Check T.V. to ensure that it is in good working order. Make sure the T.V. screen is spotlessly
clean.

Windows
Check to see they are cleaned and locks are in working order.

Lamps/Fixtures
Check the light bulbs in all table lamps, beside lamps, hanging/ceiling fixtures, closet lights
and bathroom lights.

Armchairs
Lift cushions to check underneath for dust. See that cushion covers are clean. Ensure chair
arms are not torn or loose.

Check underneath the beds to ensure they are litter and dust free. Ensure that bedspreads
are in place and wrinkle free. Pillows and bedding are to be spotlessly clean.
Supplies

Ensure that all guest room supplies and bathroom amenities have been replenished at
established pars.
ROOM MAKE UP PROCEDURE
1. Place the cart in front of the room and knock.
-
Activate doorbell or knock gently ( giving 30 seconds interval ) between
knock. If the guest is inside, identify yourself and ask permission for make up.
“ May i make up the room now? “
2. Empty all trash cans / basket.
- Empty them into the trash bag of the cart. Wash with soap, clean, then wipe
dry.
3. Wash and wipe – dry drinking glasses. Refill thermo jug.
- Rinse first then wash with soap and water, wipe dry, then wrap with glass
bags, refill thermo jug with cold water.
4. Replenish soiled linen.
- Strip off soiled items and place them into the linen canvass of the cart.
Replace them with fresh ones.
5. Make up the bed.
- Follow standard procedures for bed make up.
6. Clean / vacuum the floor.
- Vacuum the carpet and upholstered furniture. Follow the standard
procedures for vacuuming. Shampoo if it is heavily soiled.
7. Dusts furniture and fixtures
- Dust baseboards, window sills, racks, cabinets, study tables, lampshades;
polish mirror and window glass using a cloth and a glass cleaner. Use metal
polish for metal fixtures.
8. Replenish other guestroom supplies
- Place the right quantity in their appropriate location.
9. Make up the bathroom.
- Follow standard procedures for bathroom make up.
10. Check over all condition of the room.
- Check if there is anything left unattended; also the condition of amenities
like TV, bulb, etc. and also if there are safety hazards.
NOTE:
For check out room, clean the bathroom first. For occupied room, make up the bed and clean
the bedroom first.
GREETING THE GUESTS
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Employees must always conduct themselves in a professional manner; as the opportunity to
meet the guests often occur.
When passing or meeting a guest along the corridor, make sure no inconvenience is caused to
the guest; step to one side while the guest passes, make eye contact if appropriate and use their
name (if known) in greeting them.
Try to use guest’s name as often as possible when talking to them, but never address them with
their first names.
If the guest’s name is unknown, always address the guest as ‘SIR’ or ‘MADAM’.
WHEN SPEAKING, REMEMBER THE FOLLOWING:
1. Speech
 As a hospitality service industry worker, it is important to speak in a clear, pleasant tone to
guests as well as fellow employees.
2. Tone.
 ‘quality’ of the voice
 Tone of your voice will change according to your mood; so be aware of it to avoid giving an
impression to the guests.
3. Pitch
 Voice of individuals vary, it may be higher or lower. Be conscious of your voice and tone it
down if needed.
4. Pace
 Don’t speak to fast that the guest can’t understand what you’re saying.
 Speak clearly and fluently.
5. Volume
 Speak to the guest audibly and not too loud or not too soft.

Sound System Table/Bedside Tables
Check radio, lighting and air-conditioner controls for working order. Check light switches for finger
marks.

Telephone
Check the phone to ensure it is in working order, clean and free from dust.

Pictures
Check picture frame to ensure dust free and straightened.

Ceiling
Check for cracks, small “bubbles” or cobwebs. Note ceiling lights and fixtures to ensure they are in
good order.

Walls/Wallpaper
Inspect wall along with furniture. Check the wall for finger marks, stains, cracks, etc.

Carpet
Ensure carpets are vacuumed thoroughly and stain free. Report if the carpet requires any spot
cleaning or shampooing.

Curtains
Check the curtain track and pulley for working order. Ensure curtains hang properly and are clean.

Bathroom
Check the bathroom to ensure the following are clean and in working order:
 Lighting and Fittings
 Chrome fixtures
 Bathtub
 Wash basins
 Vanity counter
 Toilet bowl and cistern
 Floors
 Ceiling
 Mirror
Ensure that all toiletry supplies are adequate.
HOUSEKEEPING TELEPHONE
Answering the Housekeeping Telephone:
-
Part of the duties of the housekeeping professional may involve answering the HKD’s
telephone.
In answering the phone, remember to put a ‘smile’ into your voice; the tone of your voice
will carry your mood to the person calling.
SEQUENCE TO BE FOLOOWED WHEN ANSWERING THE TELEPHONE:
1. Commence the conversation by stating the time of the day, for example: “Good Morning/Good
Afternoon/Good Evening.”
2. Followed by: “Housekeeping Department”
3. Then identify yourself (you name ex: Maria) – “Maria speaking”
4. Then ask what they require: “How May I Help You?”
ANSWERING GUEST’S CALL:
- When the guest has identified him/herself, use guest’s name in the entire conversation,
and do not allow yourself to be distracted.
- Always write down what the guest is requesting, and how and who will be handling the
request.
ANSWERING INTERDEPARTMENTAL CALL:
- Follow the sequence in answering a call
- When there is a need to put callers on hold, ask if they mind waiting before placing them
on hold.
- When the call needs to be transferred to someone else, tell the caller whom they are
being transferred.
*REMEMBER: Never simply place your hand over the mouthpiece of the telephone; the caller still
often hear what is being said.
ASSISTING GUESTS
-
From the guest’s point of view, employees are reflections of the establishment.
Requested items are expected to be delivered ASAP, and guests should be assisted in every
possible way.
Always try to meet guest’s requests, if you need to refer the matter to someone else, do it.
GIVING DIRECTIONS:
A guest may not know the area, or it may be their first stay in the establishment, or they may be
able to speak and understand English very well. It is important therefore, to give clear and accurate
directions to guests.
This is also one of the opportunities to promote your own establishment’s facilities.
PROVIDING INFORMATION:
A guest may ask for a range of information about the establishment, including the ff:
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Location and how to get to the restaurant, cafe etc.
How to dial for room service and other nos. of other services offered by the hotel.
Location of the swimming pool, gym and other sporting/recreational activities.
Direction on how to go to the business center or other points of interests in the locality.
How and where can they avail of other services such as faxes, photocopies, etc.
Other queries/questions the guest may possibly ask; or other services they may request that
can be possibly provided by the hotel.
HANDLING GUEST’S COMPLAINTS
COMPLAINT:
-
A spoken or written dissatisfaction that disturbs the worker enough to cause a negative
reaction to be brought to the attention of the supervisor or the management.
TYPES OF GUEST COMPLAINTS:
1. Mechanical
- It pertains to complaints regarding destroyed furnishings, equipment, no hot water etc.
- It concerns more of the amenities provided by the hotel.
2. Attitudinal
- It concerns the attitudes of employees.
Ex: Tactless staff
3. Service
- Refers to services offered by the hotel
4. Unusual
- Looking for something that is beyond the capability of the hotel to provide.
PROCEDURES IN HANDLING COMPLAINTS:
1.
2.
3.
4.
Greet the guest and express assistance
Secure guest’s name and room number
Determine the nature of the complaint
Act on the complaint either by:
a. If within the scope of the room attendant’s responsibility, remedy the situation
b. If not within the room attendant’s responsibility, relay the complaint to the manager
5. Thanks the guest for bringing the complaint to his attention and provide feedback.
DEALING WITH COMPLAINTS:
1. Never ignore a complaint. It is better for a guest to complain than for him to go away dissatisfied.
2. Complaints highlight areas which are below standard. They can be studied and improvements can
be made.
3. Most guests are friendly, pleasant, understanding and thoughtful. If they have a complaint, it will be
justified.
4. Some guests are “difficult”. They should be treated in the same way as everyone else, but it may
need more patience.
5. “Difficult” guests may be demanding, bad tempered and rude. Some people think the only way to
get good service is to belittle us.
6. If such guests are only like this with the staff, it is a challenge to try and win them over. But their
behavior affects the staff in many ways; what affects the staff affects other guests in the
establishment.
-
Although “difficult” guests are not the most important guests, they might need special handling.
7. Never:
 Lose your temper
 Get frustrated
 Let the guest see you upset
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Argue
Swear
Mutter under your breath
Shout at the guest
Pass the buck
8. Always:
 Look pleasant – a smile is wrong if the guest is complaining
 Remain calm
 Keep your voice down
 Be tactful but firm
 Expalin the situation sensibly and logically
 Offer ways in which the guest can be satisfied; remember to follow up, and promise you
make
 Resort to calling the manager only when necessary.
9. By far the worst “difficult” guests are those who cause fellow guests to complain, such as:
o
o
o
By playing loud radios
By loud and rough acts in the swimming pool
By not controlling their children
If you have to approach them, do so with act and politeness
RESPONDING TO COMPLAINTS
1. By Listening
-
To bring about the change, the complaint must be received and understood. Complaints are
communicated only if the complainer speaks and the listener listens.
-
Complaint handlers should never allow anything to distract them from hearing the complaint.
-
Listening requires god eye contact and subtle supportive body movements
-
Attentive listening is particularly important in the resolution of accidents.
LAUNDRY PROCEDURES
TYPES OF LAUNDRY
1. Contracted out
-
Type of laundry wherein the laundry is owned by the establishment but sends out to
a private laundry company to be processed.
The main advantage is that the hotel will not have to allocate space on the premises
to house the laundry department.
The disadvantages are, the establishment has less control over standards and there
may be delivery problems. Another disadvantage is that contracted out laundries
can be expensive.
2. Hired linen
-
Because of the higher capital cost of equipping an establishment with a stock of
linen, hiring linens is becoming popular.
Extra linen can be hired for a short period and less space for storage is required.
The disadvantage are, there is a limited choice and linen hire contractors frequently
have their linen marked with their name which obviously does not relate to the
identity of the establishment. Standards may not be maintained in the quality of
laundering and repair, and there are no partly worn items for remaking or for rags.
Disposables:
-
Rising labor costs and technical advances have resulted in greater use of
disposables. Some disposables replacing traditional line items are:
1
2
3
4
5
6
7
8
Table napkins
Table cloths
Uniforms – chef’s aprons, protective caps, kerchiefs etc.
Kitchen cloths
Drying cloths
Hand Towels
Lavatory cloths
Bath mats
9
10
11
12
Place mats
Coasters
Conference table covers
Dish cloths
Advantages
1.
2.
3.
4.
5.
6.
7.
Labor saving – eliminating sorting, repairing, laundering.
The cost can be less than using traditional linen: the cost of disposable item may be
the same as the cost of laundering its linen counterpart.
More hygienic since they can only be used by one person.
The storage of soiled linen awaiting collection is eliminated.
Conference and private parties can choose their own colors.
Pilfering and spoilage of linen is eliminated (disposable items are cheaper to lose).
Uniform headwear is light and cool to wear.
Disadvantage
1.
2.
3.
4.
5.
They do not reflect the correct image luxury and traditional establishments.
They require large areas for storage since to be economic, they should be bought in
large quantities.
There should be ample receptacles for collection of used items, and facilities for
prompt disposal.
They can be misused.
The items are color fast, and if inadvertently left with linen and laundered, they
stain the linens.
3. Hotel’s In House Laundry
Many hotels, especially large hotels, have in-house laundries. The advantage for the
establishment is complete quality control. This affects not only standards of cleaning but the way
the linen is presented and folded, and the type of cleaning
agents used is monitored. A study by
International Fabricare Institute proved that linens washed on site actually last longer than
contracted out linen.
LAUNDRY COLLECTION
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-
-
Large hotels have a linen/laundry chute which runs through the entire height of the
building down to the laundry, which is usually situated in the basement. The maid or
the porter simply puts the dirty linen down the chute via opening in the floor service
area.
Small hotels and other establishments carry dirty linen to the laundry trolleys,
baskets or nylon sacks. It is of great importance that any receptacle used to
transport clean or dirty linen is used solely for that purpose tom prevent further
soiling or damage.
Food and beverages linen is normally taken to the laundry or linen room in trucks or
bundles in order that it may be exchanged on a one to one basis.
Staff uniforms and soft furnishing are taken individually to the linen room and
exchanged on one to one basis.
Guest laundry should be collected by a laundry valet runner, maid or other person
designated. It is common for guest’s clothes to be collected by 9:00 A.M in order that
it may be processed and returned the same day.\
ORGANIZING LAUNDRY BEFORE PROCESSING:
1.
2.
3.
4.
5.
Mend any tears and darn any holes as they are likely to get bigger during washing.
Make sure all pockets are empty. Tissue papers, for example can disintegrate and
spread fluff over the other clothes during washing.
Always close zips; otherwise they may not close smoothly after wash.
Remove any stains before washing or ironing.
Sort clothes.
Steps in sorting laundry
The Soil Sort Area:
-
-
1.
When dirty linen arrives in the laundry area, it is sorted out according to size, type, degree
of soilage, etc.
Bed linen is sorted into types of sheets such as double sheets, single sheets etc. Care must be
taken to check that there are no foreign bodies such as soaps, razor blades, nightdresses,
etc., mixed up with the bed linens. Foul linens must be dealt with separately –it could be
sluiced and then soaked.
Table linen must also be sorted according to size, type and color.
Great care must be taken to keep soil sorting area clean. It can be a haven for cockroaches as
it is warm, often damp and there are plenty of food particles, especially from the F&B linens.
Soft furnishing is often dry cleaned or contracted out. Chef’s whites must be washed and
boiled separately.
Guest clothing is marked with an Indian ink stamp, labels, or ultra violet light markings.
Small items such as under wears can be placed inside a large white mesh bag which is
closed with a numbered pin.
Guest items must be noted in order that the guest is charged per item.
CHECK CLOTHING TAGS:
-
2.
Read the tags thoroughly to determine how the clothes should be washed, dried and ironed.
Most items will have mainly normal washing instructions, but check on the fabric guide for
special care instructions.
TURN CLOTHING RIGHT SIDE OUT:
-
3.
Make sure none of the legs of your pants or arms of your shirt are stuck in the garment
improperly. But if there is special instruction for the clothes to be washed inside out, make
sure you remember it and you have to do it.
CHECK ALL POCKETS:
-
Make sure all the pockets of the garment to be washed are emptied.
4.
CHECK FOR SEWING REPAIRS:
-
5.
Make sure there are no lose threads, rips, button repairs or other sewing repairs before
washing, otherwise you might make the sewing problem of the garment worse.
CHECK FOR STAINS:
6.
Garments with stains need to be pretreated or soaked before washing and drying.
SORT THE CLOTHES:
-
There are many ways on how to sort the laundry:
a. According to color – whites should be separated from the colored ones to avoid
discoloration.
b. According to the type of fabric – identify the garments that can be washed through hand
washing, dry cleaning, machine washing, etc.
- There are also clothing materials that need to be separated because of excessive lint.
c. According to size or thickness.
d. According to the degree of dirt – clothes that excessive dirt has to be pre processed or
separated.
REMINDERS:
WHITES – these are to be washed separately and it is usually the first to be washed so as to retain
its white color. These garments also need warmer water temperature to ensure proper cleaning.
REDS OR BRIGHT COLORS – colorfast pinks, reds and orange can be mixed together to make a full
load. Warning though on reds, because they might bleed excessively; when in doubt, wash reds
separately.
TOWELS – towels are lint producers, and this lint can stick to other types of garments. Wash towels
with blankets, sheets and robes as long as they don’t bleed.
WASHING POWDERS
1.
SYNTHETIC DETERGENTS:
a. These are good for all general washing by hand or machine (except front-loading
automatics)
b. They produce good lather even in hand water and are easy to rinse away.
c. Example: Surf.
2.
SOAP POWDERS:
a. Based on soap.
b. They are made from natural animal or vegetable fats.
c. They are good for all general washing by hand or machine though in hard water areas, they
will lather very well and may produce a scum.
d. Example: Persil, Fairy Snow.
3.
BIOLOGICAL (ENZYME) DETERGENTS:
a. These are synthetic detergents which contain enzymes to break down and remove protein
stains such as milk, blood or egg. They are very useful for soaking out stains before washing.
b. They work best in water which is hand-hot but not above 60 deg. Cent.
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Example: Ariel
Some fabrics like wool silk and leather should never be soaked.
Garments with metal fasteners may not be suitable for soaking.
Flame-resistant finishes should never be soaked but washed in handhot water.
Clothes which are not color-fast should not be soaked. To test for
color fastness, wash an inconspicuous part of the garment in a
washing powder solution and iron it while damp between two pieces
of white fabric, if any color comes out or if you are in doubt wash the
garment quickly and separately in warm water.
LOW LATHER DETERGENTS:
a. Specially made to be used in front loading washing machines, they produce only a small
amount of foam as too much will prevent the machine in working efficiently.
4.
LIGHT DUTY DETERGENTS:
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5.
These are suitable for hand washing lightly soiled clothes or for delicate fabrics and wool.
They are easy to rinse and leaves clothes feeling soft.
Highly recommended for baby clothes.
COOL WATER DETERGENT:
a. They wash well at low temperature and so save money on the amount o electricity needed
to heat the water.
TREATING STAINS
STAIN REMOVAL:
It is essential that stains are removed quickly as possible to prevent them from setting into
the fabrics.
Stains should always be removed before the washing stage.
Many everyday stains can be removed by treatment with ordinary washing powders. The treatment
depends on:
a. Type of stain.
b. Material which is stained
1.
The first rule with stain is to act quickly before the stain has time to set. Provided the article
is washable, you should:
a. Put it into cold water (Hot water will set the stain)
b. Soak the article (unless unsuitable)
c. Was as usual
2.
Removing stains by soaking
a. Most washing powders contain sodium perborate which removes stains such as tea, coffee
or fruit juice. This acts both during soaking in hand-hot water and during washing at high
temperature, if the fabric is suitable.
b. An enzyme (biological) detergent will remove protein stains like blood, egg milk or gravy
very effectively during a long soak in warm water. After soaking, rinse well wash the normal
way.
3.
Hypochlorite bleaching
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4.
Grease-solvent washing powders
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5.
Can be used to bleach stains out of white cotton or linen. Never use it undiluted and
follow the instructions very carefully. Rinse carefully before washing.
Will remove greasy marks during soaking and washing.
Solvents
-Used on stubborn greasy or oily stains or non-washable articles.
a. Place a clean white cloth below the stain. Soak another cloth in the solvent and dab
at the stain, working from the outside in towards the center. Rinse well then wash as
usual.
b. Air well, if not washable to remove fumes and only use solvents in a well ventilated
room.
STAIN REMOVAL GUIDE
BABY FOOD
Rinse in cool water
Pre-treat stain with a paste made of powdered enzyme detergent and water, or use a liquid enzyme
detergent. Allow to stand 30 minutes.
Launder using hottest water safe for fabric.
BABY FORMULA
Soak in a gallon of cool water with 2 table spoon of enzyme detergent for 30 minutes.
Launder in hottest water safe for fabric.
Difficult stains may require chlorine or all-fabric bleach.
BALLPOINT INK
Sponge stain with rubbing alcohol
Rub a small amount of detergent into stain.
Launder as usual using chlorine bleach if care label allows; otherwise, use all-fabric bleach.
BLOOD
Rinse fresh stains under cold running water, rubbing with a bar of soap.
Rinse and launder.
For dried stains, soak in a gallon of warm water with 2 tablespoons of enzyme detergents.
If stain persists use chlorine or all-fabric bleach.
CHEWING GUM
Harden gum with an ice cube, then gently scraps with a dull knife or credit card to remove as much
as gum as possible.
Place face down on paper towels and sponge with dry-cleaning solvent.
Rinse well and launder.
CHOCOLATE
Pre-treat stain with a paste made from, powdered enzyme detergent and water,
Or use a liquid enzyme detergent.
Allow to stand for 30 minutes.
Launder with appropriate bleach and hottest water safe for fabric.
CRAYON
Place stained surface down on a pad of paper towels, spray with WD-40 and let stand for a few
minutes.
Turn fabric and spray the other side.
Let stand.
Apply liquid hand dish detergents and work into stain until removed.
Use a paper towel to absorb stain.
Hand wash the item in the detergent making sure the WD-40 odor is removed.
Launder as usual.
FRUIT JUICE
Soak in cool water
Rub detergent into stain.
Launder with chlorine bleach
If care label allows, otherwise use all-fabric bleach.
GRASS
Apply liquid enzyme detergent directly onto stain or make a paste of powdered enzyme detergent
and water and work into dampened stain.
Launder as usual using chlorine or all-fabric bleach.
GREASE
Pre-treat with a stain remover specially formulated to remove greasy stains.
Launder as usual with heavy duty detergent in hottest water safe for fabric.
Air dry garment to be sure stain is removed.
Id stain remains, repeat procedure.
GROUND IN DIRY
Brush off as much loose dirt as possible.
Rinse stain, placing fabric face down under cool running water.
Rub liquid laundry detergent into stain, or use a paste made of powdered detergent and water.
Allow to stand 30 minutes.
Launder as usual using appropriate bleach.
MOMMY’S MAKEUP
Pre-treat with a stain remover, gently rubbing into stain.
Launder as usual using hottest water safe for fabric.
Use appropriate bleach.
If grease stain remains, soak in warm water with pre-treat product.
Rinse and relaunder.
TOMATO SAUCE
Rinse stain in cool water
Rub stain with liquid enzyme detergent or a paste made of enzyme
Detergent water.
Allow to stand 30 minutes
Launder using hottest water safe for fabric.
Use appropriate bleach.
URINE/VOMIT/STOOL
Remove any solid and rinse in cold water
Soak for 5 minutes in a detergent/water solution of 2 tablespoons of enzyme detergent dissolved in
hot water.
Launder in hottest water recommended for fabric.
Use chlorine bleach if safe for fabric, or use an all-fabric bleach.
VITAMINS & LIQUID PAIN RELIEVER
Use bar soap or a prewash stain remover and rub gently into dampened stain.
Allow to stand 5 minutes
Launder as usual using appropriate bleach and hottest water
Recommended by care label.
LAUNDRY TIPS
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Always check care labels for special washing instructions.
Treat stains as soon as possible – fresh stains are much easier to remove.
Air dry stain-treated clothes. Dryer heat can permanently set some stains.
Be persistent! Repeat procedure if stain remains.
Always test stain removal method on a hidden area of garment, especially fluorescent, neon,
and khaki colors which are less colorfast.
Detergents containing enzymes help dissolve protein stain such as baby formula, blood, egg
or grass.
Liquid chlorine bleach helps brighten and remove stains on many whites and colorfast
washables. Never use wool, silk or leather.
Non-chlorine bleach is gentler and safe to use on almost all colored washables.
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Remember, cloth-diapers must be laundered separately.
Finally, laundry is a grown-up’s job. Keep laundry products out of reach of children!
SAFE REMINDERS IN USING BLEACH
PERSONAL SAFETY:
1.
2.
3.
Never use bleach on your bare skin, eyes, etc.
Never put bleaches on food or beverages containers.
Never mix concentrated bleaches with any other chemicals.
FABRIC SAFETY:
1.
2.
3.
Never use chlorine on animal fibers.
Use chlorine at maximum 60 degree C on cellulose.
Do not use oxygen bleaches in brass machines.
WASHING
Washing takes place by the rotating action of the clothes in hot water. Soap or detergents and any
other chemicals are added but the laundry results can be obtained by using the minimum amount of
breach and chemicals and giving the maximum amount of washing action and time.
Temperature, washing times and processing chemicals vary according to the type of fabric being
laundered.
Whatever the type of machine used, for maximum efficiency, it must be loaded and operated
according to the manufacturer’s instruction.
WASHING GUEST’S LAUNDRY
- Clothes are normally washed in a domestic washing machine to prevent damage,
especially to delicate fabrics.
WASHING LINENS:
Small Establishments:
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Dirty linens are washed in machines similar in size and capacity to those used in
launderettes.
Big Establishments:
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Industrial equipment is used in washing.
Industrial Washing Machines:
These are front loaded and the drum is split into three compartments in order that
the weight of the linen may be equally distributed so as not to unbalance the
machine. The modular system of loading is the simplest: each item of linen has a
known weight, so they are counted out into piles to appropriate total weight.
For example, if it is known that the weight of a sheet is 500 g, and the
capacity is 25 kg. then, 50 sheets are counted out for each compartment.
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Alternatively, bundles of linen can be weighed before putting them into the
compartments, if the operator by volume and loads the compartments to capacity, it
may result to inadequate wash.
FIVE MAIN STAGES IN WASHING:
1.
Pre-wash – in cold water, which loosens any soiling and stains.
2.
Chemical wash – where any biological action detergent begins and breaking up
temperatures between 0 deg. And 60 deg, Cent ‘digesting’ stains and breaking up bacteria.
3.
Sterilization Stage – where oxygen bleach does a job. Laundry is boiled at 82 deg Cent, but
can be taken up to 100 deg Cent for a period of eight mins, which kills any bacteria.
4.
Rising – done using hot and cold water which is usually recovered and recycled during the
last rinse, in order to save water.
5.
Extraction removes at least 50% of the water used in the rinsing process. Hydro-extraction
must be kept to a minimum to prevent pronounced creased setting into the fabric.
PROVIDE BUTLER SERVICE
BUTLER:
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Defined in the dictionary as man-servant or chief man-servant.
He is also the head of food service, the care of silverware and the deportment of
other servants.
HISTORY:
Butler:
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In English history, the Butler is an officer of the household who originally is
in-charge of the wine and wine service for the King’s table, and in exchange
for this service, enjoyed a position of high rank in the government.
The office first became prominent at the time of the Norman Conquest, when
the butler was a leading member of the CURIA REGIS, or COURT OF THE
KING. – at first, he served the king’s wine at royal feast, but the duty was
soon restricted to coronations.
Late 11th and early 12th Century:
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The office was bestowed to on the Dukes of Norfolk, and thereafter, the Belet
family held it until its privileges were challenge in the 13th century.
13th Century
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The mayors of London challenged and usurped the office of the butler, and
by that time, the office was nominally connect with the service of wine.
Role of a Butler:
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The role of the butler for centuries has been that of the chief steward of a
household, and the attendant entrusted with the care and services of wine
and alcoholic beverages.
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Providing the distinctive needs of personal service, including wide range of
services all focusing on quality of life.
Thoroughly trained butlers will attend to the needs of the guest and fulfill all
wishes before they are expressed.
BUTLER SERVICE:
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ACTIVITIES THE BUTLER MAY PERFORM:
1.
2.
3.
4.
5.
6.
7.
Making sure everything is prepared on the arrival of the guest, sometimes including having
lunch or supper ready on their arrival, drinks chilled, and keeping the fire roaring for the
duration of their stay.
Helping the guest organize their stay, going through the agenda that is set with the butler,
including booking of restaurants, organizing cocktail parties, discussing guest’s
requirements.
Prepare the guest’s wine cellar before their arrival and ensure that any private
entertainment required is elegantly and efficiently catered for.
Making sure that the guest’s stay is as luxurious as possible; soft towels or soft linens fresh
flowers everyday. Pillows fluffed and other requests are met.
Prepare breakfast every morning, if permitted, with fresh percolating coffee, fresh pure
squeezed juice, with hot croissant. All provided with a daily paper.
Helps the guest scurce local gifts, mail documents retrieve facsimiles, pick up laundry, and
much more.
Make the guest’s stay truly enjoyable, and make everything seem effortless; set a full bar,
light the candles and soften the mood with the guest’s favorite music.
PERSONAL ASSISTANT SERVICES AND BUTLER SERVICES:
A P.A is typically focused on one person, taking care of his or her personal and private life. PA
renders services for CEO’s of corporations and other private clients, and their duties may include
the following.
Personal Services:
- Maintaining social agenda
- Running business and personal errands
- Maintaining social and philanthropic activities
- Chauffeuring
Administrative Services:
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Handling social and correspondence and bills.
Serving as office assistant, handling correspondence, creating inventories, organizing the
office and handling media inquiries.
Computer operations
Financial Issues handling (insurance, investments, credit cards)
Travel Services:
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Making travel arrangements
Assistance during traveling
Packing/unpacking suitcases.
Entertainment Services:
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Planning/Managing special events and parties.
Invitations and RSVP handling
Reservations for restaurants, theatre, etc.
Family and Home Services:
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Managing construction projects or home improvements.
Car Maintenance
Property management
Vendor maintenance
Laundry management
Child care
Pet care
Elderly care
Shopping
Chauffeuring
Shoe care
ATTRIBUTES OF A GOOD BUTLER:
1.
Represents the hotel to the guest, and should help build good relationship between the
hotel and the guest.
2.
Is well-groomed and is equipped with knowledge of other languages aside from English.
3.
Multi and highly skilled, when it comes to tasks performed.
4.
Handles luggage and other guest’s property with care.
5.
Can handle the guest’s activities with confidentiality.
6.
Can perform other tasks that may request by the guest.
7.
Should be able to establish warm atmosphere during the first meeting with the guest.