Ms. Dela Cruz Housekeeping CBLM

Competency Based Learning Material
Sector:
TOURISM
Qualification: HOUSEKEEPING NCII
Unit of Competency: Provide Housekeeping Services to Guest
Module Title: Providing Housekeeping Services to Guest
MDM SAGAY COOLEGE

National Highway,Fabrica, Sagay City Negros Occidental
HOW TO USE THIS COMPETENCY-BASED LEARNING
MATERIAL
Welcome to the Competency Based Learning Materials for the module:

(Provide Housekeeping Services to Guest) this competency Based Learning
Materials contains training materials and activities for you to complete.
The unit of competency (Provide Housekeeping Services to Guest)

contains the knowledge, skills and attitudes required for a (HOUSEKEEPING
NCII)
You are required to go through learning activities in order to complete
each learning outcomes of the module. In each learning outcomes, there are
Information sheets, Operation sheets/Job sheets and Reference Materials for
further reading to help you better understand the required activities. Follow these
activities on your own and answer the Self-Check at the end of each learning
outcome. You may tear a blank Answer Sheet at the end of each module or get
one from your facilitator/trainer to write your answers for each self-check. If you
have questions, don’t hesitate to ask your facilitator for assistance.
Recognition of Prior Learning (RPL)
You may have some or most of the knowledge and skills covered in this
learner’s guide because you have:
 Been working for some time.
 Already completed training in this area.
If you can demonstrate to your trainer that you are competent in a

particular skill, you don’t have to do the same training again.
I you feel you have some skills, talk to your trainer about having them
formally recognized. If you have a qualification or Certificate of competence from
previous training, show it to your trainer. If required to demonstrate these skills,
do so. If the skills you acquired are still relevant to the module, they may become
part of the evidence you can present for RPL.
At the end of this Competency Based Learning Material, a Learner’s Diary is
used to record important data, jobs undertaken and other workplace events that
will assist in providing further details to your trainer or assessors. A Record of
achievement is also provided for your trainer to complete once you completed the
module.
This module was prepared to help you achieve the required competency and the
source of information for you to acquire knowledge and skills in Installing of
electrical protection system with minimum supervision or help from your
instructor. With the aid of this material, you will acquire the competency
independently at your own pace.
 Talk to your trainer and agree on how you will both organize the
training of this unit. Read through the learning guide carefully. It is
divided into sections that cover all the skills and knowledge you need
successfully complete in this module.
 Work through all the information and complete the activities in each
section. Read all information sheets and complete the self-check,
suggested references are included to supplement the materials
provided in this module.
 Your instructor will be you trainer, supervisor or manager who is

there to support you and show you the correct way of doing things
covered in your training.
 Your trainer will tell you about the important things you need to
consider when you are completing activities and are important that
you listen and take notes.
 You will be given an opportunity to ask questions and practice on the

job.
 Make sure you practice your new skills during regular work shifts in
order to improve your speed, memory and self-confidence.
 Communicate to your workmates with relevant experiences and ask

for their guidance.
 Use the self-check questions to test your own progress.
 When you are ready, ask your trainer to observe you in performing
the activities stipulated in the competency based learning materials.
 After finishing these activities, ask for written feedback on your

progress. Your trainer keeps feedback/pre-assessment report; when
you have successfully completed each element, ask your trainer to
mark on the reports that are ready for assessment.
 When you have completed this module, and confident that you have
had the sufficient expertise, your trainer will arrange an appointment
with registered assessor to assist you, the result on
Your assessment will be recorded in your Competency Achievement

Record.
PROGRAM/COURSE: HOUSEKEEPING NCII
UNIT OF COMPETENCY: Provide Housekeeping Services to Guest
MODULE TITLE: Providing Housekeeping Services to Guest
INTRODUCTION:
This module covers the knowledge, skills and attitude in providing general
housekeeping services to guest.
LEARNING OUTCOMES
Upon completion of this module you must be able to:
LO 1. Identify and perform different housekeeping services
LO 2: Handle housekeeping requests
LO 3: Advice guests on room and housekeeping equipment
ASSESSMENT CRITERIA:
1. Guest arrival list and guest history are reviewed based on guest folio.
2. Guest is greeted and acknowledged by use of name whenever possible.
3. Upselling and selling techniques are prepared c
4. Guests are courteously advised on correct usage of equipment
5. Malfunctions are promptly reported in accordance with Standard Operating
Procedures, and where possible, alternative arrangements are made to meet guest
needs.
6. A collection time for requested equipment is agreed upon where appropriate.
7. Coordination with other department is done in accordance with hotel’s
organizational structure and its function.
8. Guest requests are noted and coordinated with other department concerned
CONTENT:
1. Hotel codes and regulations

2. Interpersonal skills: Communication and listening Skills
3. Upselling and selling techniques
4. Basic operational skills on facilities and equipment
5. Personal hygiene
6. Hotel organization structure: departments and its functions “Rank and File”
7. Preparing requisitions for maintenance services
CONDITION:
Student/ trainee must be provided with the following:
Tools Equipment Materials/ Supplies

Tapes Telephone Pen and paper
Brochures/ manuals Computer Housekeeping/ FO forms
Guest folio, guest list Shower (with hot and cold) operating manuals
caution signs Refrigerator room supplies and
amenities
electric fan
air conditioning unit
Shelves
alarm clock
television and video player
LEARNING EXPERIENCES
LO 1. Identify and perform different housekeeping services

Learning Activities Special Instructions
1. Read Information Sheet No. 1.1-
1 on Hotel codes and
regulations
Answer Self-Check # 1.1-1 Check Answers using the ANSWER

KEY # No. 1.1-1
Perform the Task Sheet on Evaluate performance using the
Procedures in packaging and performance Criteria Checklist 5.4-1a
presenting guest laundry.# 5.4-1
Read Information Sheet #. 5.4-2 on

Procedures in storing guest laundry in
accordance with establishment
standards or guest request.
Answer Self-Check #5.4-2 Check Answers using the ANSWER
KEY # 5.4-2
Perform Task Sheet on Procedures in Evaluate performance using the
storing guest laundry in accordance performance Criteria Checklist# 5.4-2
with establishment standards or guest
request # 5.4-2
Read Information Sheet #. 5.4-3 on
Delivery of laundry items
Answer Self-Check # 5.4-3 Check Answers using the ANSWER
KEY # 5.4-3
Perform job Sheet on Delivery of Evaluate performance using the
laundry items # 5.4.3 performance Criteria Checklist# 5.4-3
Read Information Sheet No. 5.4-4
Basic housekeeping phraseologies
Answer Self-Check #5.4-4 ANSWER KEY # 5.4-4
INFORMATION SHEET
Learning Objectives:
After reading the Information Sheet, you must be able to enumerate the
Hotel codes and regulations
Introduction:
Guests have a certain expectation when sending their clothes for laundry, that it
will be done efficiently and competently. Also, you need to ensure that the guest’s
laundry is delivered back to them according to their expectations with no damage
or loss will occur. Referred to as the finishing process and that’s involve.
 Checking for stains-when guest laundry has been

washed. It is important before it is pressed and dried
that it be checked to ensure all stains have been
removed .Pressing can sometimes permanently set
stains. If items are found to be stained, they should be
sent for re-processing.
 Checking repairs have been carried out. It is important

that requested repairs to guest items have been
completed before the pressing process. Once repairs are
completed then the item should be pressed.
 Pressing. There are many different types of presses in a laundry

environment but the pressing process for both linen and guest clothing
require that the items are usually damp. Where items have been dried (dry
cleaning machine) these are pressed using steam.
 Drying. It is usually only toweling that is dried in the tumble driers. Once
dried they are then sent to be folded.
 Record. Make sure that the correct number of pieces on guest laundry list
is ready to be returned. Follow complete records and billing information in
accordance with enterprise procedures.
Packaging. Most guest clothing is packaged before delivery

back to the guest. Shirts can be folded and placed into a
bag or box or they may be pressed and placed on hangers
(this is usually at the request of the guest). The coat
hangers and plastic covering are provided by the hotel and
protect the garments in transit from accidental soiling.
Suits, trousers and dresses would also be placed on cost
hangers and covered in plastic
 Dresses would also be placed on cost hangers and covered in plastic
wrapping.
 Storage. In some cases where hotels have regular guests, laundry and dry
cleaning may have to be stored until the guest’s next visit. This must be
secured and a note made on the guest account so that the cleaned laundry
may be placed into the room before his next arrival. The accounts
department will also need to be notified so that the late charge is handled
appropriately.
 Delivery. All items need to be delivered to the relevant area. Deliver the
guest’s laundry at the correct times according to your instructions and in
an efficient and friendly manner.
SELF-CHECK #5.4-1
Part-I
Multiple Choice: Read the statement carefully, select the correct

answer and write it on the space provided before each number.
1. Most guest clothing is _______ before delivery back to the guest to maintain
and secure the cleanliness of the clothes.
a) Checking of stain
b) Checking repairs
c) Package
d) Record
2. It is important before it is pressed and dried that it be checked to ensure all

stains have been removed.
a) Package
b) Checking repairs
c) Record
d) Checking of stain
3. It is important that requested repairs to guest items have been completed

before the pressing process.
a) Checking repairs
b) Checking of stain
c) Package
d) Record
4. It is the correct number of pieces on guest laundry list and ready to be

returned.
a) Package
b) Record
c) Pressing
d) Storage
5. This must be secured and a note made on the guest account so that the
cleaned laundry may be placed into the room before his next arrival.
a) Package
b) Record
c) Storage
d) Pressing
Essay:
1. What is the main reason why do you need to packed laundry clothes?
2. Why do you need to cover the processed laundry items with plastics?
3. Why do you need to check the iron presser pre heated?
4. Where will you put all the processed/finished laundry for delivery?
5. Why do you need to store securely the undelivered item in a clean, neat and
tidy area?
ANSWER KEY NO.
Part-I
Multiple choice:
1. C
2. D
3. A
4. B
5. C
Part-II
Essay:
1. To gain and ensure the guest satisfaction of laundry services of the

establishment in general.
2. To prevent dust that will contaminates the item.
3. To ensure the correct temperature that correspond to the type of cloth.
4. At the laundry storage
5. To prevent soiling, loss and damage.
TASK SHEET # 5.4-1
Title: Procedure in Packaging and Presenting Guest Laundry
Performance Objective
Perform correct procedure of packaging and presenting guest laundry

according to enterprise standards and procedures.
Supplies/Materials:
Several clothes, plastic cover, hanger
Equipment:
Laundry cart, report forms
Steps/Procedure:
1. Fold all processed laundry item. Hang those that need to be

hanged.
2. Record all finished item for delivery and tone down damages if
any.
3. Deliver all item using laundry cart and have the records
acknowledged by the guard on duty at the laundry area.
Assessment Method:
DEMONSTRATION
Performance Criteria Checklist for

Task Sheet 5.4-1
Trainee’s Name__________________________ Date ________________
Criteria YES NO
1. Fold all processed laundry item. Hang those
 
that need to be hanged.
2. Record all finished item for delivery and tone
 
down damages if any.
3. Deliver all item using laundry cart and have the
records acknowledged by the guard on duty at  
the laundry area.
Comments/Suggestions:
Trainer: ___________________________ Date: ________
INFORMATION SHEET # 5.4-2

Procedure in Storing Guest Laundry
Learning objective: After reading the information sheet, you must to

be able to enumerate the procedures in storing guest laundry.
Introduction: storing an art and doing it correctly can help us to

become organized. It helps to prevent garments from wrinkling and
therefore it can also avoid re-ironing, re-washing and drying. Before
yon start storing, the garment must be flat and wrinkle-free, and the
fabric must remain nicely spread out throughout the storing process
to keep garments free from dust.
 Cleaning regularly even if things are not dirty, will prevents your
closet from dust and maintain your clothes and linen clean and
neat
 Hang like sorting every items

together, pants should hang in
their respective section as should
tops. Likewise, women should
group skirt together and pieces
should hang together in a section
for suits. Use sturdy hanger
design specifically to hang both
pieces of a suit.
 Organize accessories, hang

scarves and handbags if female
guest, hang on the side of closets wall the neckties and belt and
caps. Compact under wear, put all together in the drawer of the
closets. Depends on the instruction of the guest.
 Orderliness of everything for faster and easy future use .in

addition to hanging like item together, within the section you
can also group clothing by color or by function depending on
what work best for the guest, keep all the dressy tops together,
the casual tops together and so forth. If the guest prefer, sort
your black tops your red tops, your white tops and your light-
colored tops, then do the same to your bottom.
TASK SHEET # 5.4-2
Title: Procedure in Storing Guest Laundry
Performance Objective:
With this task you must be able to:
Perform the procedure of storing guest laundry in accordance with

establishment standards or guest request.
Supplies/Materials:
Several clothes, scarves, hand bags, hangers, suits, etc.
Equipment: Laundry cart, laundry basket,
Procedures in storing guest laundry

1. Cleaning the closet
2. Hang/sort clothes and accessories
3. Organize accessories depends on instruction of the guest
4. Orderliness of clothes by grouping it by color or by function
Assessment Method:
DEMONSTRATION
Task Sheet 5.4-2
Criteria YES NO
1. Cleaning the closet  
2. Hang/sort clothes and accessories  
3. Organize accessories depends on instruction of
 
the guest
4. Orderliness of clothes by grouping it by color or
by function
Trainer: ___________________________ Date: _______

INFORMATION SHEET #: 5.4-3
Procedures in Delivery of laundry items
Learning objective: After reading the information sheet, you must to be able to
enumerate the procedures in Delivery of laundry items
Introduction: Once all guest clothes have been processed, packaged, checked for
stains and all the guests’ instructions have been followed, the items must be
delivered back to the guest room.
Always follow your property’s guidelines when delivering items back to the guest
room.
 Guests expect laundry to be delivered within the promised time frames.

 Deliver the guest’s laundry at the correct times according to your instructions
and in an efficient and friendly manner.
 When delivering laundry to a room, use the knock and enter routine.
 Always knock on the door (or ring the bell) and identify yourself in a loud and
clear voice (the guest may be resting or working)
 If the guest is in the room, greet the guest politely.
 Check that the items you are about to deliver match the room number you are
in. It is easy to make an error in delivery, particularly if there are many parcels
for the same floor.
 Place the items in the room according to your property’s guidelines and leave
the room making sure the door is locked. Folded laundry is usually placed on
the bed and clothes on hangers are placed in the wardrobe leaving the
wardrobe door slightly open so that the guest can see this.
 Ensure that the correct billing procedure has been followed according to your
organisational requirements.
 Process the account, e.g. pass it on to the correct person, according to your
organisational requirements.
 Any undelivered laundry must be stored securely in a clean, neat and tidy
area to prevent soiling, loss or damage.
 If the room has a “Do not disturb” sign on, you may need to return later. In
some hotels, a card may be left under the door advising the guest that an
attempt was made to deliver his laundry and to call when he is ready for
delivery.

JOB SHEET # 5.4-3
Title: Procedures in Delivery of laundry items

Performance Objective:
With this task you must be able to:
Perform the procedure Procedures in Delivery of laundry items
Supplies/Materials: Several clothes,
Equipment: REPORT FORM
Procedures in Procedures in Delivery of laundry items.

 Always knock on the door (or ring the bell) and identify yourself in a loud
and clear voice(say “LAUNDRY”)
 Greet the guest politely.
 Check that the items you are about to deliver match the room number you
are in. It is easy to make an error in delivery, particularly if there are many
parcels for the same floor.
 Place the items in the room according to your property’s guidelines Folded
laundry is usually placed on the bed and clothes on hangers are placed in
the wardrobe leaving the wardrobe door slightly ajar so that the guest can
see this.
 The laundry bill will be included with the clean laundry and wait for the
guest for their bill.
Assessment Method:
DEMONSTRATION
Task Sheet #5.4-3
Criteria YES NO
1. Knock on the door (or ring the bell) and identify yourself.  
2. Greet the guest politely  
3. Check that the items you are about to deliver match the room
number you are in
4. Place the items in the room according to your property’s
 
guidelines
5. The laundry bill will be included with the clean laundry and wait
for the guest for their bill
Trainer: ___________________________ Date: ________

SELF-CHECK #5.4-3
TRUE or FALSE: Write TRUE if the statement is correct and FALSE, if the statement is
incorrect.
1. Deliver the guest’s laundry at the correct times according to your

instructions and in an efficient and friendly manner.
2. When delivering laundry to a room, it’s not necessary to knock the door
before entering.
3. Ensure that the correct billing procedure has been followed according to
your organisational requirements.
4. Place the items in the room according to your property’s guidelines and
leave the room making sure the door is close. Folded laundry is usually
placed on the bed and clothes on hangers are placed in the wardrobe
leaving the wardrobe door slightly ajar so that the guest can see this
5. If the guest is in the room, greet the guest politely.
6. It must be stored securely in a clean, neat and tidy area to prevent soiling,
loss or damage.
7. Any undelivered laundry must be stored securely in a clean, neat and tidy
area to prevent soiling, loss or damage.
8. If the room is on DND sign the said item is in need of room service.
9. Undelivered laundries were kept in the lobby area to secure and maintain
the cleanliness.
10. Ensure that the correct billing procedure has been followed according to
your organisational requirements.
KEY ANSWER # 5.4-3
1. T
2. F
3. T
4. F
5. T
6. T
7. T
8. F
9. F
10.T
INFORMATION SHEET #: 5.4-4
Basic housekeeping phraseologies
Learning objective: After reading the information sheet, you must be able to
identify the basic phraseologies in housekeeping.
Term Explanation
Sorter The staff member who sorts linen into different categories.
Washman The staff member who operates the washing machines.
Washer extractor
The machine where linen is washed and some moisture is
Washing machine
extracted in the final cycle.
Wash wheel
The amount of linen required to operate a hotel or
Par level
restaurant.
Removing worn or damaged linen from circulation. All items
Condemning linen
should be counted and recorded.
Loose fibers from the linen which are removed through
Lint processing. These combine to form heavy duty dust in the
laundry plant.
Folding Machine or
The machine which folds linen in a pre-determined way.
Automatic Folder
A device that opens the sheet out and feeds it on to the
Automatic feeder
ironer. A staff member clips the sheet into position.
A machine where clean dried towels are fed manually into a
Towel folder
machine that then folds them in to predetermine folds.
A machine, which is used primarily to dry towels by
Tumbler Dryer
extracting moisture.
A heavy duty polythene bag usually red in colour which can
be placed in to the washing machine directly. It is used
Soluble bag
mainly for potentially infectious linen. It dissolves from the
outside on contact with water.
The area where soiled linen is received from the customer
Sorting Area
and is sorted for processing.
The removal of moisture from linens by way of high speed
Extraction
rotations.
Is a common term that refers to all items washed in a
Linens
laundry including bed, bathroom and table linens?
The woven edges of the linen. These are opposite to edges
Selvedge
that are hemmed (stitched).
Explanatio
Term
n
Blend A combination of two or more fibers.
Stock The process of counting all linen in circulation to determine the stock
take level and identify losses.
Abused
Linen which has been used incorrectly and is damaged.
linen
On Site
On
The hotel has its own laundry at the hotel.
Premise
(OPL)
Off site The laundry is an external contractor and is located away from the hotel.
Linen Linen is placed through a fireproof lockable door on each floor and
chute transported via a tube to the laundry.
The combination of water, temperature and chemicals to successfully
Formula
launder different categories of linen.
Dye A product that changes the color of an item.
Dye
transfer
The color of one item will be absorbed from another when wet.
Dye run
Dye bleed
A funnel shaped receptacle that is used for holding items before dropping
Hopper
them below.
CBW Continuous batch washer.
Tensile
The ability of a fabric to resist breaking.
strength
SELF-CHECK #5.4-4
IDENTIFY THE FOLLOWING:
1. It is removing worn or damaged linen from circulation. All items should be

counted and recorded.
2. A machine where clean dried towels are fed manually into a machine that
then folds them in to predetermine folds.
3. A machine, which is used primarily to dry towels by extracting moisture.
4. Is a common term that refers to all items washed in a laundry including
bed, bathroom and table linens?
5. The removal of moisture from linens by way of high speed rotations.
6. A combination of two or more fibers.
7. A product that changes the colour of an item
8. A funnel shaped receptacle that is used for holding items before dropping
them below.
9. The ability of a fabric to resist breaking.
10. Linen is placed through a fireproof lockable door on each floor and
transported via a tube to the laundry.
KEY ANSWER # 5.4-4

1. Condemning linen
2. Towel folder
3. Tumbler drier
4. Linens
5. Extraction
6. Blend
7. Dye
8. Hopper
9. Tensile strength
10. Linen chute

Sector:
TOURISM
Qualification:
HOUSEKEEPING NCII
Unit of Competency:
“CLEAN AND PREPARE ROOMS FOR GUEST
Module Title:
“CLEANING AND PREPARE ROOMS FOR GUEST
MDM SAGAY COOLEGE

HOW TO USE THIS MODULE
This module Cleaning and prepare rooms for guest. This contains training
materials and activities for you to complete.
The unit of competency “Clean and Prepare rooms for guest” contains
knowledge, skills and attitudes required for a HOUSEKEEPING NCII course.
You are required to go through a series of learning activities in

order to complete each of the learning outcomes of the module. In each
learning outcome there are Information Sheets, Task Sheets and
Reference Materials. Follow these activities on your own and answer the
Self-Check at the end of each learning activity.
If you have questions, don’t hesitate to ask your trainer for assistance.
You may already have some of the knowledge and skills covered in
this module because you have:
o been working for some time

o Already have completed training in this area.
If you can demonstrate to your trainer/instructor that you are

competent in a particular skill or skills, talk to him/her about having them
formally recognized so you don’t have to do the same training again. If you
have a qualification or Certificate of Competency from previous trainings
show it to your trainer. If the skills you acquired are still current and
relevant to this module, they may become part of the evidence you can
present for RPL. If you are not sure about the currency of your skills, discuss
it with your trainer.
After completing this module ask your trainer to assess your

competency. Result of your assessment will be recorded in your competency
profile. All the learning activities are designed for you to complete at your
own pace.
Inside this module you will find the activities for you to complete
followed by relevant information sheets for each learning outcome. Each
learning outcome may have more than one learning activity.
MODULE CONTENT
Program/Course : HOUSEKEEPING NC II
Unit of Competency : Clean and prepare rooms for incoming guest
Module : Cleaning and prepare rooms for incoming guest
INTRODUCTION:
This module contains information and suggested learning activities

on cleaning and prepare rooms for incoming guest. It includes activities and
materials for you to complete
Completion of this module will help you better understand the

succeeding module on cleaning and prepare rooms for incoming guest.
This module consists of 5 learning outcomes. Each learning outcome
contains learning activities supported by each instruction sheets. Before you
perform the instructions, read the information sheets and answer the self-
check and activities provided to ascertain to yourself and your trainer that
you have acquired the knowledge necessary to perform the skill portion of
the particular learning outcome.
Upon completion of this module, report to your trainer for assessment

to check your achievement of knowledge and skills requirement of this
module. If you pass the assessment, you will be given a certificate of
completion.
SUMMARY OF LEARNING OUTCOMES:
Upon completion of the module you should be able to:
LO 1. Set up equipment and trolleys

LO 2. Access rooms for serving
LO 3. Make up beds
LO4. Clean and clear rooms
LO5. Clean and store trolleys and equipment
LEARNING OUTCOME # 1 SET UP EQUIPMENT AND
TROLLEYS
CONTENT:
1. Hotel codes and regulations

2. Interpersonal skills: Communication and listening Skills
3. Up selling and selling techniques
4. Basic operational skills on facilities and equipment
5. Personal hygiene
6. Hotel organization structure: departments and its functions “Rank and File”
7. Preparing requisitions for maintenance services
8. Guest arrival list and guest history are reviewed based on guest folio.
9. Guest is greeted and acknowledged by use of name whenever possible.
10. Up selling and selling techniques are prepared in accordance with industry
policy and procedure
11. Guests are courteously advised on correct usage of equipment
12. Malfunctions are promptly reported in accordance with Standard Operating
Procedures, and where possible, alternative arrangements are made to meet
guest needs.
13. A collection time for requested equipment is agreed upon where appropriate.
14. Coordination with other department is done in accordance with hotel’s
organizational structure and its function.
15. Guest requests are noted and coordinated with other department concerned
CONDITIONS:

Tapes Telephone Pen and paper
Brochures/ manuals Computer Housekeeping/ FO forms
Guest folio, guest list Shower (with hot and operating manuals
cold)
caution signs refrigerator room supplies and
amenities
electric fan
air conditioning unit
shelves
alarm clock
television and video
player
METHODOLOLGY:
 Modular (self-paced)
 Electronic learning
 Industry Immersion
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHODOLOGY
 Interview (oral/ questionnaire)

 Observation
 Demonstration of Practical Skills
 Written examination
LEARNING EXPERIENCES / ACTIVITIES
LO # 1 SET UP EQUIPMENT AND TROLLEYS
This Learning Outcome deals with the

development of the Institutional
Definition of Terms
Competency Evaluation Tool which
trainers use in evaluating their trainees
after finishing a competency of the
Read: Information Sheet 1.1-1
qualification.
RECEIVE HOUSEKEEPING Go through the learning activities outlined
for you on the left column to gain the
REQUEST
necessary information or knowledge
1. Accept housekeeping request before doing the tasks to practice on
performing the requirements of the
from guest
evaluation tool.
2. Accept housekeeping requests The output of this LO is a complete
Institutional Competency Evaluation
from staff
Package for one Competency of
3. Records housekeeping requests Housekeeping NCII. Your output shall
serve as one of your portfolio for your
according to enterprise
Institutional Competency Evaluation for
requirements Clean and prepare rooms for incoming
guest.
4. Advise on time for
Feel free to show your outputs to your
provision/delivery of identified trainer as you accomplish them for
guidance and evaluation.
service or items to guest room.
development of the Institutional
Perform: Task Sheet 1.1-1 Competency Evaluation Tool which
trainers use in evaluating their trainees
Answer: Self Check 1.1-1 after finishing a competency of the
qualification.
Go through the learning activities outlined
for you on the left column to gain the
necessary information or knowledge
before doing the tasks to practice on
performing the requirements of the
evaluation tool.
After doing all the activities for this LO1:
set up equipment & trolleys:, you are
Ready to proceed to the next LO2:
access rooms for servicing .
Definition of Terms
Term Explanation
A product, normally in liquid format, used to clean
Chemical
a surface
Clean Free from dirt; unsoiled; unstained
Defect A shortcoming, fault, or imperfection
Any chemical agent used chiefly on inanimate

Disinfectant objects to destroy or inhibit the growth of harmful
organisms
The cleaning of garments, fabrics, draperies, etc., with
Dry Cleaning any of various chemicals rather than water: garments
for cleaning in this way
Fittings Anything provided as equipment, parts, supply
Furnishings Furniture, carpeting, etc., for a house or room

The maintenance of a house or
Housekeeping domestic establishment.
A small kitchen or part of another room equipped

Kitchenette
for use as a kitchen
Articles of clothing, linens, etc., that have been or

Laundry
are to be washed
Malfunction Failure to function properly
Manual handling The act of pushing, pulling or lifting
Planning The act or process of making a plan or plans
Policy A rule, a definite course of action
To make smooth and glossy, especially by

Polish
rubbing or friction
Procedure A particular course or mode of action
Providing housekeeping items including

Provision of supplies
equipment, cleaning products and cloths
Repair To restore to a good or sound condition after

Term Explanation
decay or
damage; mend
The act of asking for something to be given or

Request done, especially as a favour or courtesy;
solicitation or petition
Strip To remove bed linen from a mattress
Hospitality accommodation containing more than

Suite
one room
A transport vehicle used in housekeeping to move

Trolley
supplies from room to room
INFORMATION SHEET 2.1-1

RECEIVE HOUSEKEEPING REQUEST
1. Accept Housekeeping Request from Guest

Introduction
Housekeeping is an important area in any accommodation property.
Most people see housekeeping as simply ‘cleaning guest rooms’ but from an
operational perspective there is a lot more to housekeeping than just that.
The role of housekeeping is to ensure the comfort and safety of guests whilst they
are staying at a hospitality organisation.
This is the guest’s 'home away from home'. It is essential that that a guest is able to
enjoy their room in the same manner and with the same ease as they would enjoy in
their own house. The aim of housekeeping is to strive to enable guests to access
items as easily as in their own home.
It is therefore important that housekeeping staff maintain a professional level of
integrity, especially staff who clean rooms. Housekeeping staff must have high levels
of integrity, honesty and discretion as a guest needs to feel that what takes place or
what is left in their room must be safe and remain confidential.
Understandably an accommodation room is considerably smaller in size than the
customer's normal residence and therefore items that they may need might not be in
immediate access.
A hotel cannot provide all the necessary items a customer may
need inside each and every room for a
number of reasons:
 The room size is too small
 It would become cramped for space
 Not all customers need all items
 The capital outlay for a business would be
considerable
 It reduces the chance of damage and theft.
 Therefore it is vital that housekeeping are able to
get a requested item to a room in the shortest
possible time.
Types of accommodation properties
 The items included in a room or upon request differ depending on the type of
accommodation provided.
 Housekeeping requests by guests can be made across a range of
accommodation properties for a wide variety of reasons.
 A housekeeping department exists in any property that offers in-house
accommodation.
Housekeeping departments operate within:
 Hotels, motels and clubs
 Resorts, chalets and hostels
 Passenger ships and trains
 Serviced apartments.
Types of guest requests
There may be many times during a shift when the room
attendant will have to handle guest requests and the
reasons can vary. Need for item sent to the room
A guest may request services or products
such as:
 Additional equipment in their room – because they
have needs during their stay that are not
accommodated by the normal in-room items
 Valet or laundry service – common among long stay
guests
 Additional bedding – where the existing bedding is unsuitable, uncomfortable
or insufficient
 Extra tea, coffee, sugar and milk sachets – a
common request where the guests spend a lot of
 Extra crockery or cutlery – where the room features
a kitchen or kitchenette this is also a common
request especially where guests want to entertain in
their rooms
 Vases – for flowers that have been delivered to
them
 Replacement items such as hair dryers, toasters,
irons and electric jugs to replace items that are not
working
 Extra bathroom guest supplies – another common request for long-term
guests: guests with long hair often ask for extra shampoo and conditioner
 Additional items in compendium – such as
letterhead paper, envelopes, postcards, pens,
note paper
 Additional towels – to accommodate extra
showers or baths taken by the guests: where the
property has a swimming pool this is a common
request Extra hangers for clothes, extra pillows,
extra blankets
 A power conversion board – to adapt their electrical equipment to the power
supply of the venue: common where the property caters to some international
guests Ice and ice buckets.
Servicing of room
 Rectification cleaning - guests may request an improvement in the servicing of
room. They require housekeeping staff to provide remedial service to the room
when the original room service is deemed by the guest to be sub-standard
 Clean-up after an in-room party or entertainment
 A special room service where they have spilled something on the floor.
Repairs
 Repair or removal of broken equipment – such as
controls for the TV, DVD player, air conditioner,
broken bedside lights, free-standing lamps
 Instructions to enable them to work equipment –
such as the TV, in-room safe, lights (especially
where room cards are needed to activate the
power to a room), heating and cooling controls.
Lost and found
Guests may also contact housekeeping when making a
Lost and Found enquiry. They may have found an item
in a room they have just been roomed in or they may
contact housekeeping after they have departed to
enquire about something they have lost.
Housekeeping is often the department that operates
the Lost and Found facility for a venue because most
Lost and Found items come from guest rooms.
Handling complaints
Ensuring guest comfort may relate not just to issues
that can be handled quickly by housekeeping (such as
rectification cleaning, a replacement jug for one that’s
not working or extra tea and coffee supplies) but also
handle or direct guest requests relating to:
 Noisy people in the room next doors
 Poor views from the balcony
 Noisy pigeons outside the room which stop guests getting to sleep
 Noisy elevators near the room
 Lack of facilities in the room
 Quality of facilities that is below guest expectations
 Advertising that has created expectations that are not being met.
In most cases housekeeping may not be able to rectify these complaints personally,
but they should ensure the appropriate person is contacted in a timely manner.
Handling guest requests promptly
Given that housekeeping staff are usually very busy trying to achieve the tasks set for
them by the Executive Housekeeper on a daily basis (which are essentially the
servicing of departing and staying guest rooms), they must still ensure they handle
any requests from in-room guests in addition to their allocated workload and do so in
a polite and friendly manner, in accordance with all relevant house policies and
procedures.
 If the room attendant cannot assist the guest immediately, they should at least
acknowledge the guest’s request and advise them when assistance will
become available.
 There may also be times when a guest
makes a request and the room attendant
cannot provide an immediate answer as to
whether or not the request can be fulfilled.
 In such instances, the room attendant should
seek out accurate information to satisfy the
guest’s requests, or pass on the request to
the appropriate department (or the Floor
Housekeeper) for action and follow up.
 The guest should always be told of how their
request is to be dealt with and kept informed
about the progress of the request.
 The basis for providing excellent levels of customer service in housekeeping
 In order to ensure the comfort and wellbeing of guests, housekeeping must
develop a good relationship with guests.
This can be achieved by:

 Good personal presentation – as determined by
house requirements that apply to uniforms and
personal hygiene
 Greeting guests by name when known
 Providing excellent service at all times
 Not giving the guests the impression that serving their needs is a
chore/imposition
 Not rushing service delivery as and when it is required
 Enquiring “Is there anything else I can do for you?”
 Finishing service delivery with appositive statement: “It’s been a pleasure”
 Providing information to guests (about the property, the local area, tourist
attractions, transport, local customs, currency etc) – and not just providing
service in terms of specific housekeeping duties
 Assisting guests in public areas (such as the corridors of their floors or in lifts)
or in-room when they see them struggling with their luggage. The assistance
may simply involve offering to call a porter to assist
 Smiling
 Handling complaints in a professional manner
 Providing a safe and secure environment for the guests while they are staying
in the establishment
 Respecting the guest’s need for confidentiality and privacy
 Having excellent product knowledge about the appliances, items, features in
guest rooms.
 For room attendant to provide excellent
service, they must know the importance of
making guests feel safe, secure and
welcome while they are away from home.
Handling guest complaints
Unfortunately, even with the best of intentions,
things can sometimes go wrong and result in a
guest complaint. As identified before, some
requests are in fact complaints.
The following are guidelines to assist in dealing with
a customer complaint:
Remain pleasant at all times, but do no
 smile when the guest is complaining
 Listen without interruption
 Know the correct procedure and the establishment policy on dealing with
customer complaints
 Ask the guest how they would like you to resolve the problem
 Focus on the issue and don’t take the complaint personal
 Apologise to the guest for any inconvenience
 Advise your supervisor and get their feedback as to how they feel you handled
the situation.
 Use guest name where possible
When dealing with a guest’s request, the room attendant should acknowledge the
guest by addressing them by their name, if appropriate and possible.
It is said that a person likes nothing better than to hear the sound of their own name.
Using the guest’s name is an excellent way of personalising the service and showing
that the individual guest is valued.
Make sure however that you follow any house policies that might apply to the use of
guest’s names.
These usually reflect generally applicable standards of courtesy,
such as:
 Avoid using first names – only use last names
 Never use nicknames
 Get the pronunciation right – if you are not sure you can do this, use ‘Sir’ or
‘Madam’
 If you don’t know the guest’s name or have forgotten it address the guest by
‘Sir’ or ‘Madam’.
 How will I know the guest’s name to begin with?
Most requests from guests for items for their
room come about from:
 A phone call to housekeeping from the guest
 A face-to-face conversation with the guest as they
are walking down the corridor and see you
cleaning rooms.
In either situation they usually begin the conversation by
identifying themselves and the room they are staying in –
“Hi, I’m Greg Jones from 377. I was wondering if you
could …”
This provides the perfect opportunity to find out the guest’s name but you have to be
alert to the possibility it is going to happen and be ready to listen for it and remember
it.
If you forget the guest’s name it is easy enough to find out a name from the internal
rooming system using the room number as the basis for the search: where there is
more than one person in the room (for example, a twin room may have 2 males or 2
females) and you are not sure who is who, use ‘Sir’ or ‘Madam’.
2. Accept Housekeeping Requests from Staff

Introduction
Housekeeping not only services the needs of the guest. As the department
responsible for the cleanliness of a property, it is often called upon to handle requests
made by other departments.
Therefore all departments will have requests of housekeeping. Similar to dealing with
requests from guests, these requests must be handled in a professional and timely
manner.
Types of staff requests
The types of requests may be varied depending on each specific situation, however
there are some common staff requests including:
Cleaning
 Cleaning duties - of items such as furniture,
carpets, equipment, windows, floors and
bench surfaces
 Cleaning of in-house facilities – including
public areas, change rooms and offices
 Emergency cleaning – unexpected cleaning
requests
 Cleaning and servicing of staff changing
rooms.
Staff Uniforms
Order and supply of staff uniforms
Providing laundry service – many properties operate
their own on-premise laundry whilst other venues
will use the services of an outside commercial
laundry. Most staff uniforms will be cleaned
through the housekeeping department.
 Provision of Supplies
 Cleaning products, rags & equipment
Chemicals
 Clean linen for F&B departments
 Towels for gymnasiums.
 Security
 Check rooms and floors for safety concerns
 Ensure guest room and emergency doors are shut
 Close storerooms
 Participate in emergency and evacuation procedures.
 Other tasks
 Move room service trays from rooms or corridor to appropriate store area
 Check mini bars for departing guests
 Check actual status of a room – whether a guest has actually left the room or if
it is occupied.
As mentioned, when handling requests made by staff, they must be handled in a
timely manner. These requests are made to help provide a better experience for
guests and must be treated seriously. All staff members are part of a team, each with
a role to play. Housekeeping has many requests for other departments and would
also expect their requests to be handled in an efficient manner.
3. Record Housekeeping Requests according t0 Enterprise Requirements
Introduction
Any contact that housekeeping has with a guest has the
potential for a request to be made by the guest.
The reality is that guests rarely speak with
housekeeping staff unless they have a need to do so,
so be aware of this and be ready to respond
appropriately.
Confirm and note details of the request
Confirming what is needed
The key to this is repeating back to the guest what it is
they have told you they want, using your establishment
knowledge to clarify any areas that are not clear.
For example, if a guest phones and says they want
more towels, you need to determine what size towels they want. If the guest tells you
they have spilled something in their room and want it cleaned up, you should ask the
nature of the spill (what was spilled, what it was spilled on, and how big the spill is) so
you can prepare for what is needed.
Sometimes the guest will ask questions about what is available to suit their need, so
you need to respond accurately and honestly to these questions. It is important that
honesty is used so that you avoid creating false expectations in the mind of the
guests.
Noting details of what is needed
The key to this is to not rely on your memory but rather to write down the relevant
details.
This advice applies whether the request comes in person or over the phone. There
should always be note paper and a pen near the
phone in the housekeeping department and a room
attendant should always have a notebook and pen as
standard items when they are working.
When a guest makes a request simply write
down:
 Guest name
 Room number
 Specifics of the request – type of item or
service required, number involved (where
appropriate – ‘6 wine glasses’)
 Time for delivery to the room that was agreed
to.
It is always wise to confirm the details to save time, effort and guest frustration if the
wrong item or service is delivered. There may often be communication difficulties
caused by different languages, lack of local knowledge, tiredness and unfamiliarity
with the property.
4. Advise on time for provision/delivery of identified service or items to guest

room.
Introduction
After a request has been received, recorded and confirmed, you should provide the
guest with an estimated timeframe as to when the request will be met.
Keys to agreeing on a timeline
The timeframe for meeting any guest request must be reasonable and achievable.
It is best if the guest agrees that the time given by you is agreed to by them, but
sometimes they place unrealistic timelines that simply can’t be met. Obtain
agreement where possible and where you can’t, do your best and be as quick as you
can.
Remember you will probably have other tasks to do and

other guest needs to provide so the Golden Rule is
‘Under-promise and over-deliver’.
For example, if you tell the guest the item or service
they have requested will be there in 5 minutes and it
actually takes 10 minutes they will be disappointed and
annoyed. If you promise the item in 10 minutes and
have it there in 5 minutes, they will tend to be
impressed with your fast response.
Never allow yourself to be forced or intimidated into a timeline that you know can’t be
met. It is far better to politely explain this timeframe cannot be met, explaining the
reasons why, where applicable, and re-assuring the guest you will act as quickly as
possible.
Sometimes you don’t need agreement
In many cases where a guest makes a request for additional room servicing
requirements, they are happy to be informed “Certainly, Mr Adams. That’s half-a-
dozen extra teas, coffees, sugars and milk for Room 583. I’ll be there in 5 minutes
with those for you. Is there anything else I can do for you?”
By supplying this timeframe, the room attendant is showing that the request has been
taken seriously, and is giving the guest an expectation about the service to be
provided. The 5 minute timeframe may also take into account other things the room
attendant has to do both to finish their allocated work and meet the unexpected guest
request.
However, should this timeframe change for any reason, the room attendant must
inform the guest of the progress being made with their request and supply the guest
with a new revised timeframe, and the reason for the change in time. By doing this,
the guest will then be able to adjust their expectations: they may not like the revised
timeframe but at least they are aware of it (and can plan accordingly) and know that
something is being done to satisfy them.
This will help ensure greater customer satisfaction.
If you personally are unable to action a request for guest service that you agreed to,
make an attempt to see if someone else can assist. This may mean asking another
room attendant, a porter or a room service person.
Time delays
Despite your best efforts there will probably be times when a breakdown arises in
relation to services provided by the housekeeping department.
In all instances the guest should receive an apology for this lapse in service and
appropriate remedial action should be taken immediately, where appropriate, to try to
retrieve the situation to the best extent possible.
Examples of breakdown in providing housekeeping services to

rooms
This breakdown in service provision may result from:
 Sub-standard servicing of the guest room when the
room was prepared – someone may have missed
cleaning an item, an area or item may not have
been properly cleaned, guest supplies may not have
been re-stocked
 A previous promise to deliver a service may not
have been fulfilled – a guest who was promised a
replacement hair dryer may not have been supplied
with one. The task could have been forgotten or a message for another staff
member may have been misplaced
 A room displaying a ‘Do Not Disturb’ sign and the room attendant responsible
for that room not notifying the Floor Housekeeper that, at the end of the shift
the sign was still in place and the room had not been serviced
 A promise to deliver something to a room by a
certain time may not be able to be met – perhaps
the item required is out-of-stock or there are
insufficient staff to meet the promised timeline
 An item that was promised to a guest turns out to be
unavailable and can’t be supplied as promised.
In essence, anything that:
 Fails to deliver the service that either we promised
 Fails to deliver the service the guest expected
 Fails to meet house service delivery standards.
 can be said to be a breakdown in service delivery and should be apologised
for.
Keys to making apologies
Where there has been a delay you must apologise for this. You must be sincere in
your apology but also brief. You must make sure you apologise not only for the lack
of service or item that wasn’t delivered but you must include an apology for any
inconvenience that has been caused.
 The apology should never:
 Blame anyone else
 Discredit the establishment.
 Commit the establishment to making some form of recompense or
compensation.
TASK SHEET 2.1-1
Title:
WORK PROJECT
Performance Objectives:
It is a requirement of this Unit you complete Work Projects as advised by your Trainer.
You must submit documentation, suitable evidence or other relevant proof of completion
of the project to your Trainer by the agreed date.
Supplies:
 Suitable evidence or other relevant proof of completion.
Equipment:
NONE
Steps/Procedure:
1. Research and Identify

2. Guests request
3. How to provide
Assessment Mthod:
Use the Performance Criteria Checklist
PERFORMANCE CRITERIA CHECKLIST FOR

Task Sheet 2.1-1
Criteria YES NO
1. To fulfil the requirements of this Work Project you are

asked to research and identify:
 What types of housekeeping requests guests make
 How we can provide for these requests.

 What types of housekeeping requests staff make

 How we can provide for these requests.

 How to record housekeeping requests.

 The importance of timely delivery of items to guests

 Possible causes of a delayed delivery
 The process of informing guests if there is a delay.
SELF-CHECK 2.1-1
Multiple Choice:
1. They needs during their stay that are not accommodated by the normal in-
room items.
a. Additional equipment in their room
b. Additional beddings
c. Extra bathroom guest supplies
d. Valet or laundry service
2. A common request where the guests spend a lot of time in their room.
a. Additional equipment in their room
b. Additional beddings
c. Extra bathroom guest supplies
d. Vases
3. A guests may also contact housekeeping when making a _________ enquiry.
a. Lost and found
b. Reparis
c. Servicing of room
d. Conversion board
4. As determined by house requirements that apply to uniforms and personal

hygiene.
a. Handling complaints
b. Good personal presentation
c. Guests request
d. Standards courtesy
5. Unexpected cleaning request

a. Cleaning duties
b. Cleaning and servicing
c. Shine up
d. Emergency cleaning
Answer Key 2.1-1
MULTIPLE CHOICES:
1. A
2. D
3. A
4. B
5. D
LEARNING OUTCOMES # 2 ACCESS ROOMS FOR SERVICING
CONTENTS:
1. Housekeeping and Front Office forms

2. Codes and regulations
3. Handle queries through telephone, fax machine, internet and e-mail
4. Interpersonal skills: Communication and listening skills
1. Requests are handles in a polite and friendly manner in accordance with the
establishment’s customer service standards and security procedures.
2. Guest is acknowledged by use of name whenever possible
3. Details of requests made are confirmed and noted in accordance with industry
procedures
4. Appropriate apologies are made when requests has arisen from breakdown in
room service
5. Timeliness from meting requests are agreed upon with guests
6. Requested items are promptly located and delivered within agreed timeframes.
7. Items for pick-up are collected within agreed timeframes
CONDITIONS:

brooms Telephone Pen and paper
squeegees Computer Housekeeping/ FO forms
dust pans guest room (complete and operating manuals
operational laboratory)
rugs for various purposes refrigerator room supplies and
amenities
toilet bowl brush electric fan brochures and rates
toilet pump air conditioning unit cleaning chemicals
gloves shelves first aid kit
mop squeezer alarm clock
step ladder television and video
player
buckets vacuum cleaners
sorting baskets carpet sweeper
brushes baby’s crib
roll-away beds/ cots
caddy/ trolley
METHODOLOGY:
 Film viewing
 Demonstration
 Discussion
ASSESSMENT CRITERIA
 Observation
Learning Experiences / Activities

Learning Outcome # 2
ACCESS ROOMS FOR SERVICING

development of the Institutional Competency
Read: Information Sheet 1.2-1 Evaluation Tool which trainers use in evaluating
SERVICE HOUSEKEEPING REQUEST their trainees after finishing a competency of
the qualification.
1. Liaise with other staff to obtain and or deliver
Go through the learning activities outlined for
identified service or items you on the left column to gain the necessary
2. Locate and deliver required items to guest information or knowledge before doing the
room tasks to practice on performing the
requirements of the evaluation tool.
3. Set up equipment in guest rooms
The output of this LO is a complete Institutional
4. Items from guest rooms a required
Competency Evaluation Package for one
Competency of Housekeeping NCII. Your
Perform: Task Sheet 1.2-1 output shall serve as one of your portfolio for
your Institutional Competency Evaluation for
Answer: Self Check 1.2-1 Clean and prepare rooms for incoming
guests.
Feel free to show your outputs to your trainer
as you accomplish them for guidance and
evaluation.
Evaluation Tool which trainers use in evaluating
their trainees after finishing a competency of
the qualification.
you on the left column to gain the necessary
information or knowledge before doing the tasks
to practice on performing the requirements of
the evaluation tool.
After doing all the activities for this LO2: access
rooms for servicing:, you are ready to
proceed to the next LO3: Make up beds.
SERVICE HOUSEKEEPING REQUEST
1. Liaise with other staff to obtain and or deliver
identified service or items
Introduction
As identified in the past section, guests or staff may have requests which must be
addressed. In some cases these tasks can be performed by yourself or within the
housekeeping department.
In many cases, in order to respond to a guest request it requires the involvement of
other people or departments.
A guest is not concerned who handles their request. Their concern is that it is simply
handled in a satisfactory and timely manner.
The need for teamwork
On some occasions, there will be a need for
teamwork and the person receiving the
request for housekeeping services may need to
obtain assistance from another staff member to
comply with the request.
For example, a large spill in a room may be
better dealt with by 2 people rather than just
one. A large piece of equipment or furniture
that needs moving will require a ‘team lift’
approach.
Where you feel that you are unable to fulfil the request on your own, you should
always be prepared to ask others for their help. You should also be prepared to help
others when they ask for your assistance.
Safety and security

Where you receive a request from a guest for extra service provision and the guest
appears annoyed, upset, affected by drugs or alcohol then you should always obtain
help from another staff member.
Certainly it is important to let someone know the room you are going to.
When you are servicing a room, others can tell where you are by the location of your
trolley and looking at your room chart, but when you respond to a call to take an item
to a room it is impossible for others to know where you are should you need help.
All it takes is a quick call to another staff member “Hi it’s John here on the 7th floor:
just taking some extra guest supplies to Room 1010. Should be back on station in 5
minutes.”
Responsibility
Regardless if the request has been forwarded to
another person for completion it is important that you
ensure that the request is actioned.
Keep track of what is happening and where required
keep the guest informed of what is happening and
expected time for completion.
Once the request has been fulfilled, it is a good idea to
check with the guest to ensure they are satisfied with
the outcome.
2. Locate and deliver required items to guest room
Introduction
In most cases, it will be the responsibility of housekeeping to carry out any guest
requests that they receive.
This is generally fairly easy to do because moist requests relate to items that the
room attendant has ready access to – guest supplies are on the housekeeping trolley
and most other things requested are either in a Floor Housekeeping storeroom or can
be ‘borrowed’ from a vacant room.
In other cases, however, some requests may involve a bit more time and effort.
“It’s not my job!”
No staff member should ever use the phrase ‘It’s
not my job” when responding to a request from a
guest.
In a service industry, it is always your job to assist
guests.
If the request is outside your normal work
responsibility, you should:
Record and confirm the request
Pass the details on to the relevant person for them to action.
Never, ever tell a guest “You’ll have to ring the Maintenance department – we don’t
handle replacing light globes” or “Sorry, Room Service do that – perhaps if you
ring 22 someone there can help you”.
Action is the key to responding to a request To do this, you will most likely just go to
your trolley (or to the nearest housekeeping
storeroom), grab what is needed and take it to the
guest room.
Passing on requests
In other cases , where the request falls outside you
ability to fulfil it, the appropriate person must be notified
and the request passed on important points when
doing this are:
Pass on all the relevant details including the name and
room number of the guest is vital. This information
allows the person to get back in contact with the
guest to clarify things or amend the promised
delivery time
Make sure the person you give the message to
understands it. Get them to repeat it back to confirm
it. Make special mention of any important bits
including the need for urgency.
Stress any agreed time that have been given. If you promised the item in 10 minutes,
you must let the other person know when that 10 minutes is up.
Requests for information
It is sometimes more time consuming to provide certain
things to guests. Requests for information are amongst
these.
Requests for information can cover:
 Information on the products and services offered
by the establishment – even though guests have
an in-room compendium they can still want more
detail than what is there and there is always the
possibility that this information is out-of-date.
 Use your product knowledge about the property
to answer these questions, and where you don’t
know the answer, apologise, tell them you will
find out the answer and get back to them, then do
so.
Availability of services, hours, location of meals, services and
equipment – you might be able to inform a guest that there is
an ice machine at
 Inform a guest that there is an ice machine at the
end of the corridor but perhaps you don’t know
when the spa opens or what the treatments are
how much they cost.
 How various types of equipment works – you
are expected to know how to operate all the in-
room facilities (this should be one of the first things
you are trained in as part of your on-the-job
training) but guests may ask you about other items
of equipment throughout the property that you
know nothing about. This is to be expected if your are the first person they see
as they walk back to their from not being able to operate a piece of gym
equipment, not being able to get the vending machine to work.
 Requests for information about local services, attractions, transport, shopping,
entertainment, bars, places to eat. While is probably more a reception or
concierge role, once again, guests can ask you because ‘you are there’.
In these situations:
Never say “I don’t know” and leave it at that
Never tell them it’s not your job to provide that sort of information
Never tell them to look it up in their in-room information compendium.
Never give them the impression that asking for the information is an imposition or a stupid
thing for them to do.
3. Set up equipment in guest rooms
Introduction
From time to time the housekeeping department may be asked
to help set up items requested by guests.
These requests need to be accommodated as quickly as
possible because when such requests are made, guests are
usually waiting to use the items.
What items might be involved?
The items that may need setting up could
include:
Table and chairs – for meetings or to assist with
the provision of room service meals
Internet connection Television
DVD player
Data projector
Portable bed
Portable cot.
In-room meetings
Guest rooms are sometimes hired by companies for business purposes to hold a
small meeting make presentations or display goods and in such instances it may be
your responsibility to move furniture around, set up tables and chairs before the
meeting commences.
Directions will be given by the person hiring the room about what they want, where
they want it set and the time by which it needs to be ready.
Elderly people
Elderly people can often have problems with technologically-based items in their
rooms.
They may be perfectly well able to operate their TV or DVD at home but the one in
their room may be different and they may not be able to make it work.
Don’t make them feel stupid for asking, take time to
make sure they have understood what you have told
them and check to see they are able to operate it
properly on their own before you leave. A call to the
room 15minutes later to check everything is fine would
also be appreciated and shows evidence of excellent
service.
Elderly people may also seek your regular
assistance in:
Moving heavy items – which can include their personal
luggage
Getting items down from high places
Obtaining things from low places
Obtaining a wheelchair to access other facilities in the venue.
Portable beds and cots
Setting up portable beds and cots is a task that many
in housekeeping hate!
They are often cumbersome to move, and difficult to
set up. Lots of injuries have resulted from moving and
setting up these items.
Where possible, it is advisable to place them into
rooms and get them set up prior to the guests
arriving – so no-one
can hear or see what goes on!
Tips that may assist include:

Be careful – they bite: watch your fingers
Practice before having to do it front of a guest – it’s embarrassing to have problems
with people looking on
Follow the instructions
Don’t rush
Have an experienced person with you when you do your first one. You never know
when you’ll need help even though you’ve done loads of practice.
It should be a standard house rule that guests are never allowed to set up a portable
bed or cot. Not only is allowing them to do this very bad service but there is a great
risk they may injure themselves.
Know the house rules
It is important for you to be well-versed on the
different types of equipment that need to be set
up and the steps to take to actually set up the
equipment in a safe, secure and fully-
operational manner.
You must also adhere to all health and safety
regulations when moving items about,
especially heavy items.
You must also follow any establishment policies
on setting up equipment.
Where appropriate, agree on suitable time to collect equipment
There may be times when the guest will only require an additional piece of equipment
for a certain time span – a short-term loan.
When this item is placed in the room, it may be a good idea for you to reach an
agreement with the guest about the collection time for that item.
The main reasons to identify a time for collection for these items are:
 To allow the guest to be able to plan their stay with us – it saves them
wondering what is going to happen in relation to the item: they know what’s
going to and happen and can plan accordingly
 To prevent the situation where the guest may place the item in the corridor
outside their door – minimising the chance of damage to the item, or theft
 To give the guest space in their room – unwanted items take up space that the
guest may want to use for something else
 To allow the asset to be put back into inventory and available for use by
another guest if the need arises.
In relation to agreeing on a time for collection of these short-term (or other)

loan items:
 The arrangement to pick up should be made as
a suggestion rather than a requirement – the
central idea is to provide service not to set
limitations or ‘tell the guest what to do’
 Guests should be encouraged to contact
housekeeping and arrange for an extension of
the pick-up time where they want the item for a
longer period
 Where housekeeping staff will be off duty when
the pick-up time arrives, arrangements need to
made with another department to collect the
item. It is not acceptable for the guest to have to
‘put up with’ an item in their room that they don’t
want there simply because we can’t pick it up. Room service staff, porters, or
staff from any department could be asked to assist.
Log books
Some establishments will have a log book to record information about when and
where extra items were delivered and when they need to be collected.
When an item is recovered from a guest room and returned to the store (or the
vacant room from where it was borrowed), this log is signed to demonstrate that
return.
The log book assists in tracking assets and making sure all rooms have their necessary items.
4. Items from guest rooms as required
Introduction
Whilst the majority of requests involve items to be taken to the room, there are times
when requests involve items being taken from the room.
These items may be:
Types of items for collection
To service a guest request effectively, you may need to pick up items from the
guest room such as:
 Room features including furniture, appliances or amenities not being used
 Housekeeping items and equipment that have been left behind
 Towels, face washers and bath mats that are now dirty and need replacing
 Toilet paper, tissues and other bathroom and
guest supplies that have run out
 A replacement item – to take the place of
something that isn’t working
 Items that are no longer needed but which
have been specially requested previously.
 Guest items requiring further action such as
dry cleaning, storage or repair.
Keys in collecting items
It is vital to understand that if you have made a promise
to pick something up at an appointed time, the guest is
expecting you to arrive at that time.
They have probable changed their plans, re-arranged
things to accommodate this, and are waiting: and every
minute they wait past the scheduled time seems like an
hour and their level of frustration etc rises and rises. They can’t get on with what they
want to get on with until you arrive!
So make sure you are there when you said you’d be.
If you are going to be late:
 Get someone else to collect it – and make sure they do it on time
 Contact the room, apologies and arranged a revised time.
 Never just be late and fail to notify the guest.
 If the item you are picking up is heavy or
awkward, take someone else along or a trolley.
When you arrive to collect the item:
 Knock on the door and announce
“Housekeeping”
 Greet the guest by name
 Apologise, if applicable
 Tell them why you are there – “I’ve come to pick
up the …
 Ask for permission to enter the room
 Thank the guest for their permission to do so
 Keep your eyes and ears to yourself
 Pick up the item and walk to the door
 Apologise again, if appropriate
 Make arrangements for a replacement item, where appropriate and a time for
its delivery
 Thank the guest again
 Depart the room.
Task Sheet 2.2-1
Title:
WORK PROJECT
Performance Objectives:
It is a requirement of this Unit you complete Work Projects as advised by your Trainer.
You must submit documentation, suitable evidence or other relevant proof of completion
of the project to your Trainer by the agreed date.
Supplies:
 Suitable evidence or other relevant proof of completion.
Equipment:
NONE
Steps/Procedure:
1. Research and Identify

2. Guests request
3. How to provide
Assessment Mthod:
Use the Performance Criteria Checklist

Task Sheet 2.2-1
Criteria YES NO

 When you would need to liaise with other staff to obtain

or deliver services or items
 What services or items they could provide.

 What items are commonly delivered to rooms

 Where these items are normally stored

 What items are commonly set up in the rooms

 Items required for a meeting
 What assistance can you provide to elderly persons
 What equipment and other items are required when
setting up a cot.

 What items are commonly removed from rooms

 Where these items are taken.
SELF CHECK 2.2-1

TRUE or FALSE
1. Staff members should ever use the phrase its not my job.
2. Never, ever to tell a guest or sorry, room service do that – perhaps
if you ring 22 someone there can help you.
3. Grab what is needed and take it to the guest room.
4. Use your product knowledge about the property to answer.
5. Might be able to inform the guest always.
ANSWER KEY 2.2-1

TRUE or FALSE
1. F
2. T
3. T
4. T
5. T
LEARNING OUTCOME# 3 MAKE UP BEDS

CONTENTS:
4. Interpersonal skills: Communication and listening skills
1. Requests are handles in a polite and friendly manner in accordance with the establishment’s
customer service standards and security procedures.
2. Guest is acknowledged by use of name whenever possible
3. Details of requests made are confirmed and noted in accordance with industry procedures
4. Appropriate apologies are made when requests has arisen from breakdown in room service
5. Timeliness fro meting requests are agreed upon with guests
6. Requested items are promptly located and delivered within agreed timeframes.
7. Items for pick-up are collected within agreed timeframes
CONDITIONS:

rugs for various purposes refrigerator room supplies and amenities
step ladder television and video player
caddy/ trolley
METHODOLOGY:
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHOD:

 Observation

MAKE UP BEDS
the qualification.
information or knowledge before doing the
tasks to practice on performing the
output shall serve as one of your portfolio for
Clean and prepare rooms for incoming
guests.
evaluation.
the qualification.
After doing all the activities for this LO3: Make
up Beds:, you are ready to proceed to the
next LO4: Clean ad Clear rooms.
1. Strip and re-make bed with fresh bed linen
Introduction
Once you have successfully entered the room, it is now time to start cleaning the room.
Usually one of the first tasks is to make the beds.
Beds will need to be stripped in all departing rooms and at
nominated intervals for staying guests.
Standard procedures for this process will apply in every
establishment as this is one of the most common tasks that
room attendants are required to perform.
Bed making tasks give rise to many injuries to staff and some
properties use two room attendants to service each room so
that, amongst other things, bed-making tasks can be
completed with less chance of injury.
When should the bed be stripped?

House policy will dictate what applies and there is usually a connection between the service
provided and the room rate being charged.
Options include:
 Daily – in high-priced rooms, prestige establishments: full change
 Every second or third day – full change
 Change when the condition of the linen requires it – such as situations where linen is dirty
or damaged.
Some properties will replace nothing if the guest is a short stay – which may be defined as
three nights or less. In this case, a guest who is known to be checking out after three days
may not have their bed linen changed even though standard practice is to change bed linen
every two days.
Some properties use fitted bottom sheets but where they are not used, you may be required
every day or second day to remove the bottom sheet, use the top sheet as the bottom sheet
and fit a fresh top sheet.
Stripping a bed
The room attendant should follow house procedures to strip a bed.
These can be individual to the property depending on whether one or
two staff are being used, and what linen is involved.
The following is a representative guide of what is involved:
1. Remove bedspread or duvet. – inspect and air, or replace as
required. All bedspreads etc. are washed or dry-cleaned periodically
2. Remove blankets (where provided) - inspect and air, or replace as
required. All blankets are washed or dry-cleaned periodically
3. Remove pillowcases – place into soiled linen bag. Inspect pillow and pillow protectors to
determine if they require attention or replacement
4. Remove sheets - place into soiled linen bag
5. Check mattress protector – spot clean as necessary or replace if required due to staining
or damage
6. Inspect electric blanket – safety check and for signs of staining. Replace as per house
protocols.
Items that have been stripped from the bed should not be placed on the floor. Check what
applies in your establishment but options include placing them on chairs, tables, couches in
the room.
Not only does it look bad for guests to see these items on the floor if they enter the room
while you are cleaning it, or they walk past the door on the and look in) but it is also
unhygienic.
Damaged or soiled bed items

When damaged items are found they must be replaced, with the damaged item either
forwarded to the appropriate department for repair or by notifying the appropriate person so
that they can pick it up.
If damage appears intentional contact your supervisor so that a decision can be made about
charging the guest for the damage.
Where what appears to be deliberate soiling of items has occurred, the same procedure
applies. A similar arrangement may also apply where ‘excess’ mess is left by guests.
There are many approaches taken by different establishments to the removal of stains in
guest rooms.
Some properties will require you to remove the stained item replace it and forward it to the
Laundry or some other nominated department for their attention
Some venues will ask you to identify what the stain is and follow their established guidelines
for stain removal.
Other establishments will ask you to involve the Head Housekeeper and obtain their advice
about what to do.
Types of stains
Common stains found on carpets, mattresses, bed linen and chairs and couches made with
fabric are:
 Urine and faeces
 Blood
 Beverage – tea, soft drinks, alcohol of all types
 Shoe polish
 Food
 Mud, dirt, grease and oil.
What action may be taken?

The first step is to develop the ability to identify the stain. Trial and error coupled with some
coaching from experienced staff are the keys to this.
You cannot expect to effectively treat a stain unless you have correctly identified what has
caused the stain.
In most cases a stain will require bed linen to be exchanged for fresh items. There are
virtually no occasions when spot-cleaning of these items is appropriate for room attendants.
Where spot cleaning appears suitable, the appropriate cleaner from those stocked on the
trolley is selected and applied according to manufacturer’s instructions, which can commonly
be via a spray bottle applicator, or rubbed directly onto the stain.
The stained area is then rubbed/brushed to remove the stain, rinsed
and then dried.
Most establishments will have a chart to guide in the removal of stains.
These charts are specific to the chemicals provided by the chemical
supplier being used at the property, and will identify which cleaner is to be
used for which stain on which fabric or surface, together with how to
apply the cleaner, and other relevant tips and information.
Remember that the ‘correct’ action to take when dealing with stains will
depend on interaction of:
 The type of material where the stain has occurred
 The cause of the stain
 The chemicals available to remove the stain.
This essentially means that providing generic advice on stain removal is not only impossible,
but potentially misleading as it can prove dangerous, damaging and expensive.
You need to know to the best extent possible:
 What the material or surface is that has been stained
 What the stain is
 What chemical options you have for treatment.
Remaking bed with fresh linen
As with stripping of beds, individual properties have their own standards, procedures and
requirements for making beds.
Making beds is a common activity that needs to be practiced and
undertaken with great care as many injuries have resulted from
moving the bed in order to make it.
The importance of bed making
Making the bed ‘properly’ is an extremely important part of
servicing any room because the bed is often the focal point of the
room and one of the first things in the room that the guest looks
at.
The final appearance of the made bed must therefore make the right impression – neat, tidy,
balanced, crisp, clean, attractive and inviting.
Special points in relation to final presentation of the bed can include:
 The use of an overlay placed across the end of the bed to enhance eye appeal
 Number of pillows provided – standard procedure may be to place only one pillow per
person on the bed with additional pillows available in the wardrobe of the room for guests
to help themselves to: in a stay room, if the guest has used two pillows per person then
the bed should be re-made following their preference
 Use of decorator pillows – to enhance presentation
 Placement of the pillows – the property may lie the pillows down, stand them up or
arrange them in some unique way
 Number of blankets used – most properties use one blanket on a bed with extra blankets
available in the wardrobe or on request
 Placement of a complimentary item on the bed – this may be done as part of the turn-
down procedures but may also be a standing requirement when servicing the room.
Bed making styles

Your workplace may have its own bed making style but there are three styles of bed making
commonly used in the hospitality industry:
Standard style
This uses:
 Mattress protector
 Bottom sheet
 Top sheet
 Blanket
 Bedspread
 Pillows
 Pillowcases.
American style
This features:
 Bottom sheet
 Top sheet
 Bedspread
 Pillows
 Pillowcases.
Norwegian style
This uses:
 Bottom sheet
 Quilt
 Quilt protector
 Quilt cover
 Pillows
 Pillowcases.
Electric blankets are used in some hotels and where they are fitted, the electric blanket
security straps must be checked to ensure the blanket is straight and in place.
Bed making steps

Use the following steps as a guideline for making a standard style bed where no house
requirements apply:
1. Check electric blanket is straight and secured
2. Position mattress protector and secure strings
3. With seams down, position bottom sheet
4. Mitre bottom sheet – all four corners by:
 Tucking cover along foot and head of mattress
 Lifting corner flap – about 30cm from corner
 Tucking in remaining portion of cover
 Dropping flap and tucking in
5. Smooth out creases
6. With seams up, position top sheet – top edge even with mattress at bed head
7. Position blanket – seams up
8. Turn head of top sheet over blanket
10. Tuck in top sheet and blanket on sides
11. Mitre all corners, top sheet and blanket together
13. Position bedspread so it is straight and all corners
are even
14. Fold back bedspread at bed head end
15. Place pillowcases on fluffed up pillows
16. Position pillows on the bed as required
17. Fold bedspread over pillow and neatly tuck in.
Points to remember
 Make sure all the fresh linen to go onto the bed is placed onto a chair, table or couchwhile
you are making the bed – it must never be left on the floor
 When you have finished making the bed, step back and inspect it to make sure it is right:,
then adjust as required
 The way you make your bed at home is probably not going to be what is required at work
 The way you made beds at your last employer is probably not going to be the same as
what is required with your current employer.
2. Re-make bed using existing bed linen
Introduction
Section 3.1 provided detailed instruction in how to make strip and make a bed. If a guest has
departed the room, it is vital that fresh bedding is used. But what if it is an ‘occupied’ room
where the guest is staying for more than one day?
Depending on the type of organisation you are, and the level of service provided, it is
becoming more common for bedding not to be changed on a daily basis. As environmental
awareness increases, many hotel managers and customers alike, do not feel the need for
sheets to be changed on a daily basis. However this cannot always be assumed. Therefore
many hotels have ‘Request Cards’ which allow the guest to decide if they require their
bedding to be changed. These cards are commonly found in hotel rooms throughout the
world.
Simply, guests place this card on the bed, which identifies that the guest would like their bed
linen changed. If this card is not placed on the bed, the existing bed linen will be used.
This practice has a number of benefits:
 It is environmentally friendly – as less washing is required
 It reduces expenses for a hotel.
Most guests do not expect their linen to be changed every day,
unless it requires it due to stains or damage. It is standard
practice for most venues to change linen after 3 days.
So what do we do differently when making the bed for an
occupied room as opposed to a departure room?
Remaking a bed using existing bed linen
Whilst the instructions may reflect those previously given in Section 3.1, it is important that
clear procedures are identified when making a bed for an occupied room.
1. Remove pillows and place them on a clean surface, checking for stains or need for
replacement
2. Remove or pull back any blankets or duvets, again checking for stains or need for
replacement.
3. Straighten bottom sheet, again checking for stains or need for replacement. If a new
sheet is required, change accordingly
4. Re-tuck in sheet
6. With seams up, position top sheet – top edge even with mattress at bed head
7. Position blanket – seams up
8. Turn head of top sheet over blanket
10. Tuck in top sheet and blanket on sides
11. Mitre all corners, top sheet and blanket together
13. Position bedspread so it is straight and all corners are even
14. Fold back bedspread at bed head end
15. Place pillowcases on fluffed up pillows
16. Position pillows on the bed as required
17. Fold bedspread over pillow and neatly tuck in.
Points to remember
Take special note of the preferences of the guest. Before making the bed check to identify
preferences including:
 If they have removed the blanket or duvet, you may wish to place this in the cupboard or
folded back at the end of the bed
 If they have more pillows, make the bed and position the pillows accordingly
 If items such as books, magazines, glasses, clothes or other personal items were found
on the bed, place them neatly back on the bed in a similar position.
TASK SHEET 2.3-1
It is a requirement of this Unit you complete Work Projects as advised by your Trainer. You
must submit documentation, suitable evidence or other relevant proof of completion of the
project to your Trainer by the agreed date.
3.1 To fulfil the requirements of this Work Project you are asked to submit evidence of you
making a bed with fresh bed linen:
 Correctly stripping a bed

 Selecting correct bed linen
 Making a bed with fresh bed linen
3.2 To fulfil the requirements of this Work Project you are asked to submit evidence of you
making a bed using existing bed linen:
 Correctly stripping a bed

 Checking for bed linen needing replacement due to spoiling or damage
 Making a bed with existing bed linen
 Placing guest personal items in an appropriate location
Make up Beds
Strip and re-make bed with fresh bed linen

 When should the bed be stripped?
 Stripping a bed
 Damaged or soiled bed items
 Remaking bed with fresh linen
 Bed making styles
 Bed making steps.
Remake bed using existing bed linen
 Remaking a bed using existing bed linen.

PROVIDE ADVICE TO GUESTS
1. Advice guests on services and items available through the
housekeeping department
Introduction
Many guests will have direct requests and are clear as to what housekeeping can
provide.
For some guests however this may be the first time in a hotel and are unsure what is
available for use in the room.
It is your role to provide assistance and information that may be suitable to their
needs. At times the guest may not directly tell you their need to be aware of signs
that may indicate their requirements.
Items or services that may be required
The guest may require any of the following directly related to the housekeeping
department:
Additional equipment in their room
Fold-away bed – usually stored in the housekeeping department, this bed is portable
and already made up
Additional bedding
Extra blankets – where these are requested it is a good idea to advise the guest that
an extra blanket is provided in the wardrobe just in case they don’t know this
Extra pillows – as above
Extra towels
Hand towels
Face washers
Bath towels
Floor mats
Improvement in the servicing of room
Room to be re-vacuumed
Area to be re-cleaned
Bed to be remade
Items in compendium
Extra stationery – determine what is needed and how
many
Bathroom supplies
Extra shampoo
Extra soap
Extra shower caps
Items for beverage making
Extra tea, coffee, sugar and milk sachets
Extra crockery or cutlery
Repair or removal of broken equipment
Electrical water jug / kettle
Hair dryer
Toaster
Iron and ironing board
Light bulb changed
Air conditioning/heating system fixed
Instructions on how to work equipment
Instructions on how to work entertainment equipment
Instructions on how to work heating system
Instructions on operating the in-room safe.
Advising on hotel services and items
It is quite common for guests to ask you questions whilst you are in the room
handling a separate request. As you are face to face with the guest, they may use
this opportunity to ask you questions relating to the products and services provided in
the hotel.
As the ‘face of the business’ it is your role to:
 Provide information directly
 Arrange for someone more suitable to come in person to provide information
 Follow up a request including dinner reservations
 Arrange copies of information sought including maps, brochures, menus or
contact information.
For most guests, they are new to the hotel and as a professional staff member you
should be equipped to provide guests with advice, information or suggestions to help
make their stay more enjoyable.
2. Advise guests on the use of items delivered to guest room, if required
Introduction
From time-to-time you will be required to help guests use
items delivered to or already in their room.
This may be because guests have had no experience with
this sort of item or because they have no experience with
the type or model of equipment in the room.
It should be remembered that in most situations the guest
is likely to feel embarrassed at having to ask for help so this must be taken into
account when providing advice and assistance.
Keys to providing advice
The prime requirement is that you, yourself, can operate the equipment effectively.
It is imperative that you make sure that you find out how to operate all the in-room
items where you work and you have to know all the features of very piece of
equipment.
In addition to this operational knowledge, important aspects of providing advice are:
Explain the functions and operations of all aspects of the item that the guest wants to
know about – including what all the switches, knobs do. Note that it may not be
necessary to explain all aspects of the item. Just focus on what the guests want to
know about or be able to do
Make sure all health and safety requirements are covered
– remember the property has a duty of care to all its
guests
Use clear terminology, simple words – stay away from
jargon
Use some simple questions to test their understanding of what you have explained to
them.
Instructional sheets in different languages
Many guests will not be familiar with equipment in the room as:
They are not the same as they use at home
They may be more technologically advanced
They may be connected to a in-room system – for example the lighting system may
be controlled by a master panel
It is in a different language.
Regardless of why they may not be familiar with items, it is important they we are
able to communicate instructions in a manner which they can understand.
A very good way of doing this is through instruction sheets which are in different
languages or use symbols and pictures to explain how they are used.
3. Demonstrate the use of items delivered to guest room, if
required
Introduction
Whilst providing advice is very helpful in helping a guest to use and enjoy items in a
rooms, quite often you will be required to demonstrate how an item is used.
As mentioned in the previous section, quite often a guest may not speak your
language and the only way to get your message across is to demonstrate.
Whilst it is important that you demonstrate an item in a clear and concise manner, it is
vital that the guest understands the demonstration and is able to perform the task
themselves.
Keys to providing a demonstration
When providing a demonstration:
Demonstrate the operations and functions – so that guests can see what you have
been talking about
Show the guests where the in-room instructions are – point out the instructions in the
in-room compendium, or posted on the walls of the room. If relevant operating
instructions are not available in-room, make an effort to get them from somewhere
else in the premises
Take your time – don’t rush the explanations. Be prepared to explain
things twice. Be prepared to explain things a different way, using
different words or phrases if necessary
Give them an opportunity to try things out while you are there – to
give them confidence and to allow you extra opportunity to assist
Encourage them to contact you again if they have further problems.
As an effective and interested staff member it is wise to ensure that the guest is
competent in the operations of items they want to use before you leave the room.
However, you may find that guests may want to practice without you watching, as
they may be embarrassed. Use your judgement when determining how much
demonstration and instruction they require.
4. Liaise with other staff and departments to provide supplementary advice where
appropriate
Introduction
Each housekeeping staff member will be required to have a sound basic
understanding of the items in the guest room and how they operate. It is important to
remember that their role, first and foremost, is to ensure the room is clean and tidy.
Items
There are many items that are either located in the room or available to be sent to
the room. Some of these items may be:
Technologically advanced such as computers, data
projectors and internet access
Mechanically advanced – such as televisions, fridges and
air conditioners.
A staff member is not expected to understand the inner
workings or components of all items in the room and
therefore will not always be able to demonstrate or explain how to use it.
Services
Likewise, staff members will have a basic understanding of all the
items and services provided in the hotel but will not be able to
provide detailed descriptions.
In addition, many guests will require information on events or
activities in the local community which the staff member can not
fully describe in detail.
Access ‘experts’ to provide advice
When guests require information which is beyond your level of knowledge or
understanding it is important that the most appropriate person is sought to provide
further information and advice.
This must be done in a timely manner. It may involve getting the ‘expert’ to:
Come and explain or demonstrate to the guest personally or over the phone
Providing explanation to the housekeeping staff member, who will relay the
information to the guest
Providing information in a written format including brochures, maps, user manuals or
guides.
TASK SHEET 2.4-1
project to your Trainer by the agreed date..
3.1 To fulfil the requirements of this Work Project you are asked to research and identify:
 Items available through housekeeping

 Services available through housekeeping
 The best methods to advise customers on information relating to items and services.
 Tips to advise guests on the use of items delivered to the guest room.
 Tips to demonstrate to guests how to use items delivered to the guest room.
 Examples where housekeeping staff members will not be able to provide sufficient
advise or demonstrations to guests
 Types of departments and ‘experts’ who can provide assistance to guests.
CLEAN AND STORE TROLLEYS AND EQUIPMENT
CONTENTS:
1. Trolleys and equipment are cleaned after use in accordance with safety and enterprise procedures
2. All items are correctly stored in accordance with enterprise procedures
3. Supplies and items are checked and replenished or re-ordered in accordance with enterprise procedures
4. Additional housekeeping services is provided as requested in accordance with enterprise procedures
5. Turn over procedure for next shift is carried out in accordance with enterprise procedures
CONDITIONS:

rugs for various purposes refrigerator room supplies and amenities
step ladder television and video player
caddy/ trolley
METHODOLOGY:
 Film viewing
 Demonstration
 Discussion
ASSESSMENT METHOD:

 Observation
Learning Outcome # Housekeeping and front office forms

the qualification.
information or knowledge before doing the
tasks to practice on performing the
output shall serve as one of your portfolio for
Clean and prepare rooms for incoming
guests.
evaluation.
the qualification.
After doing all the activities for this LO5: Clean
and store trolleys and equipment:, you are
ready to proceed to the next Competency.
http://housekeeping-department.blogspot.com/2011/05/housekeeping-and-front-office.html
bouldercolorado.gov/plan-develop/codes-and-regulations?
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AS914xR9HalwI5djL512tjvCPkYtOsK9SXBP
https://www.godaddy.com/garage/tips-for-handling-customer-inquiries-over-the-phone/
1. Follow in-house requirements and policies in relation to room cleaning
Introduction
Housekeeping has an extensive list of requirements and policies relating to what tasks a room
attendant should perform and how they should be performed.
The different sections in this manual will explain in detail the correct steps required in cleaning
different aspects of a room, however a ‘correct order’ for cleaning must be determined.
Cleaning in the correct order
All guest rooms that are allocated to you must be cleaned in the correct order.
The ‘correct order’ may be determined as a result of one or more of the following:
 As directed by the Executive Housekeeper
 As requested by guests
 So that vacated rooms can be put back on the (Front Office) board for sale/occupancy as soon
as possible.
Factors impacting on the ‘correct order’
In some cases, room attendants from different floors may be required to go to a nominated floor
and combine their efforts to clean rooms on that floor where, for example, a group has just vacated
the rooms on that floor and another group is expected in to fill them.
This will delay the cleaning of their allocated rooms on their floors.
In other cases, guests may be late checking out so the ‘going rooms’
may not be able to be cleaned when anticipated.
There will be guests who affect your intended order of cleaning rooms
by displaying a ‘Do Not Disturb’ sign on their door.
This highlights that there is never any strict ‘correct order’
because of the fluid and unpredictable nature of the business and the
guests who use the accommodation: there may be a preferred order
but this rarely translates into what actually happens.
Minimising disruption to guests
When cleaning rooms you must always strive to keep the
disruption caused to guests to an absolute minimum.
Cleaning duties can disrupt guests:
 As a result of noise caused during the cleaning activities and when moving about ion the
corridors
 By providing a physical obstruction to them when they are moving about the corridors etc
 Through unwanted interruption to their activities in the room when you knock to offer
‘Housekeeping’.
Ways to minimise disruption to guests
When you understand the causes of a problem you are better placed to solve the problem, so
practical ways in which to minimise interruptions to guests are:
 Always respect ‘Do Not Disturb’ signs
 Keep noise when moving around the floor to a minimum
 Converse quietly with other staff and guests
 Avoid knocking equipment into things
 Keep trolleys and equipment away from guest traffic areas
 Always allow guests right of way in a corridor or lift.
Remember too that guests do not always keep regular hours. Room guests may have flown in on a
late flight and be sleeping in or they may have had a late night.
Other room guests may be using their room for business purposes and not want to be disturbed.
Preparing guest room prior to cleaning
When you have entered the guest room following the steps described in later sections which will
provide a guide as to what should take place in order to clean a room.
Remember, where the house procedures are different to the following guidelines, always adhere to
your enterprise procedures.
Cleaning a Check-out room
If the guest is still there after check-out time and in the process of leaving, use your discretion
about whether to leave and come back later, or whether to excuse yourself and begin cleaning.
In situations where Reception is expecting a quick turn-around of rooms due to full occupancy it
may be acceptable to begin cleaning a check-out room while the guest is still there if they have
passed the advertised check-out time and no late check-out has been arranged.
In a check-out room the following procedures are applicable
 Turn on all lights and check the bulbs – replace where

necessary
 Open all blinds and curtains
 Open windows or doors to let in fresh air – if applicable,
and if weather permits
 Turn off fridge for defrosting purposes and leave door open
– if applicable
 Collect and remove dirty towels, dishes, bottles and rubbish - any broken glass should be
wrapped safely in newspaper or similar
 Remove any room service trays and cover them with a napkin as exposed stale food is not a
pleasant sight. These trays are usually placed in the corridor outside the room for collection by
the porter or room service staff.
Preparing a room for cleaning

As soon as you have completed the above tasks the cleaning proper can begin. This procedure
should be the same for every room.
Following a standard procedure and routine helps to avoid any areas being missed, and is more
time effective.
The exact detail of how to complete each of these steps will be detailed through the manual.
Although the exact procedure may vary from establishment to establishment, there are eleven
general steps to cleaning any guest room.
Where your premises vary from these, adhere to house policy:
1. Enter and prepare room
2. Strip and make bed
3. Clear and clean bathroom
4. Replenish all bathroom supplies
5. Dust and polish
6. Replenish guest supplies
7. Clean bins
8. Clean fridge
9. Vacuum
10. Deodorise
11. Do a final inspection.
Cleaning an occupied room
Key points to remember when cleaning an occupied room:
 Never throw out any items like magazines and newspapers belonging to the guest, no matter
how old they are
 Always replace items where they were found
 If business papers are out on the desk or table and obviously being used, avoid cleaning or
tidying that area, apart from emptying the waste paper bin
 Respect the guest’s privacy and don’t be nosy
 Take special care with all guest’s items
 Hang guest’s clothing up appropriately
 All cloths used in cleaning should be housekeeping issued – room towels and linen should
never be used for cleaning but check your house practices relating to the use of bath towels for
drying bathroom areas.
For detailed information how to perform different tasks by a room attendant when cleaning a room
please refer to the appropriate section in this manual.
2. Clean fixture and fittings
Introduction
All rooms will have furniture, fixtures and fittings to some extent.
These relate to all the items in the room that may be used by a guest during their stay.
Furniture commonly refers to items in the room that are movable including beds, couches, desks,
television, clock radios etc.
Fixtures refer to items that are attached that are used by the
guest including air conditioning and light switches.
Fittings refer to taps, pipes and electrical aspects of the room.
This section will explain some methods used to clean
fixtures and fittings.
Dusting and polishing

The main purpose of dusting is to collect small particles of dust.
The main purpose of polishing is to clean the item and leave a shiny, reflecting finish.
Dusting may be done with a duster or a damp lint-free cloth.
It is important to use common sense when choosing which piece of equipment to dust with. Don’t
use a damp cloth if the moisture could ruin the object being cleaned and remember to change the
cloth when soiled.
Your on-the-job training, which will probably include being teamed up with an experienced room
attendant for a period of time, will provide the workplace guidance you need in this regard.
When polishing an item, make sure to:

 Spray the cleaning agent onto the cloth - not onto the surface to be cleaned
 Buff the surface after cleaning to remove any streaks.
When dusting and polishing a room, it is best to start in one spot and work around the room, say, in
a clockwise direction. This routine should be followed in every room. Some small items may need
to be picked up in order to dust or polish underneath.
The following areas will need either dusting or polishing. Some will need cleaning on a daily basis,
while others may only need to be cleaned weekly.
Remember that check-out rooms will need more intensive cleaning than occupied rooms, however
all rooms must be cleaned to establishment standards, including the following:
 Air conditioning vents
 Doors – including top ledge and handles
 Picture frames – facing glass as well as frame
 Mirrors – frame and mirror
 Skirting boards
 Dressing table and drawers
 Side tables and ledges
 Wardrobe and internal shelving
 Windows – glass and frames
 Window sills
 Walls – check for cobwebs and marks
 Lamps – base, shade and cord
 Telephone – main unit and hand receiver
 Seat furniture – don’t forget to remove cushions and check sides, legs, back and underneath
 All furniture – top, sides, legs, and underneath each item; don’t forget to clean inside the drawers
 Outside/balcony areas – furniture, ash trays.
Cleaning bins
You should always wear protective gloves when cleaning the bin and
should be extra careful when handling the bin as many hazardous items
may have been thrown out by the guest – such as broken glass, razor
blades and syringes.
Always be vigilant for items that could cause any health or safety risk.
Broken glassware or bottles should be wrapped up in newspaper and disposed of separately and
safely.
Waste bins should be properly cleaned by:
 Tying the bin liner around the rubbish or emptying the bin directly into your waste bag on the
trolley
 Spraying bin with appropriate multi-purpose cleaner, inside and out
 Cleaning with the appropriate cloth
 Fitting a new bin liner in the manner approved by the establishment.
3. Vacuum floors and other areas
Introduction
All carpeted areas should be vacuumed and many non-carpeted
areas including wooden floors, tiled bathroom area, linoleum
floors in kitchenette may also require vacuuming.
It is essential that all surfaces are clean and free from dirt, dust and
other items.
Vacuuming
Any stains on carpeted areas should be removed using the appropriate stain removal method for
your property that relates specifically to the type of carpet, the active ingredients of the chemical
and the type of stain. Where this does not remove the stain, a maintenance report may need to be
completed or the supervisor notified. Try to vacuum the room starting at the furthest corner from
the door and work back toward the exit.
Ensure you vacuum around and under all furniture, and under the bed.
Particular attention should be given to the corners of the room, including the skirting boards.
To avoid injury when vacuuming, bend your knees when cleaning under items.
Try to avoid ‘bending over’ the machine. Keep it behind you where possible, moving it forward as
you vacuum from a point furthest from the room entry door towards the entrance door of the room.
. Clean kitchenette area, where applicable
Introduction
Some venues may have a kitchenette included in the accommodation. This may come in various
shapes or forms and have different inclusions.
In apartment and self-catering style accommodation, the products included might be detailed and
include:
 Refrigerator
 Cook top and oven
 Microwave oven
 Dishwasher
 Tea and coffee making facilities
 Pots and pans
 Crockery and cutlery
 Clothes washer and dryer.
This section will explore the best way to undertake cleaning of some of these items.
Cleaning the refrigerator

All food items left by guests should be handled in accordance with house policy – this may mean
returning all unused items left by guests to the housekeeping office. Guests have been known to
call and inquire about their food items, which they have wanted to reclaim.
Other policies may allow you to discard any partially used food items that are found in the
refrigerator or elsewhere in a check-out room.
The refrigerator is usually cleaned on regular basis (that is, not daily but weekly or other), or on a
needs-only basis.
When cleaning the refrigerator you may be required to turn it off, depending on the cleaning
procedure to be applied before the cleaning starts.
The recommended procedure is:
 Clean the inside of the refrigerator, including seals, with either hot soapy water or a designated
spray-on cleaner. Dry with a cloth when the cleaning has been done
 Make sure food products and glasses are protected from chemical contamination during the
cleaning process. Covering them or removing them are the only safe options. Adhere to what
applies where you work
 Items in the refrigerator such as cold water in jugs and milk sachets should be replenished as
required. Always remember to check the ice cube trays in the freezer
 Switch refrigerator back on if it has been turned off prior to cleaning. Set the control to the
required setting, check that the light works (replace where required – or notify Maintenance
department), and close door
 Don’t forget to check the refrigerator door seals for splits and cracks
 Seals found in need of repair should be reported to the floor supervisor.
Cleaning the stove

Regardless of the type of stove you will be cleaning, always use gloves.
For a gas stove:
 Remove burner caps, grates, and control knobs
 Put them in your sink filled with very hot water and
dishwashing detergent
 As these soak, dip a scrubbing sponge into the sink water and wring
 Go over the stovetop, paying extra attention to any stains around the
burners
 Rinse with clean water; let dry
 Wipe down each of the items in the sink with your sponge
 Rinse and dry the parts; reassemble the cook top.
For an electric stove:
 For a coil electric stovetop, do this soaking method with the drip pans and knobs but not the
burners, which shouldn't be submerged and are self-cleaning
 For a smooth electric stovetop, clean the surface with a nonabrasive scrubbing pad and a liquid
cook top cleaner. Finally, dip a sponge in hot soapy water, wring well, and wipe the controls.
Rinse and let dry.
Cleaning the oven

Inside oven
Cookedfoodstuck on the bottom, sides or glass of ovens can give off odours and smoke.
 Try to remove large or deep stuck food items with a metal spatula and gently chip off any loose
pieces
Oven glass window
 Spray the inside of the window with appropriate cleaning agent
 Let it soak
 After a few minutes, rub down the glass with a nonabrasive scrubbing pad
 Rinse with a wet sponge, and dry with a paper towel or microfiber cloth
 Give the glass on the outside of the door a quick spray and wipe as well.
Cleaning dishwashers, washing machines and dryers

These pieces of equipment usually self-clean on the inside, due to their method of operation.
However it is important that they are not only clean but safe to use.
Wash the outside of the appliance, removing stains, dirt and dust.
Dishwashers
When cleaning dishwashers, ensure:
 That all items have been removed and placed away in cupboards
 That any water inside has drained away
 To clean around area where detergent has been used
 To fill the rinse aid dispenser, if fitted.
Washing machines
When cleaning washing machines, ensure:
 That they are empty
 That if items are found in a machine, they are processed as lost
property if the guest has departed, or neatly laid out for a stay over
guest
 To clear away any leftover clothing strands from inside the
machine.
Dryers
When cleaning dryers, ensure:
 That if items are found, they are processed as lost property if the guest has departed, or neatly
folded for a stay over guest
 To clear away lint from filters and catchment areas.
 Spray a cleaning agent on all sides on the inside or an oven
 Wipe away
 For hard to remove stains, use baking soda with a few
drops of white vinegar. Let it bubble for a minute or two, and
then whisk away the grime with a scrub sponge
 Rinse with a clean, wet, regular sponge.
Oven glass window
 Spray the inside of the window with appropriate cleaning agent
 Let it soak
 After a few minutes, rub down the glass with a nonabrasive scrubbing pad
 Rinse with a wet sponge, and dry with a paper towel or microfiber cloth
 Give the glass on the outside of the door a quick spray and wipe as well.
Cleaning dishwashers, washing machines and dryers

These pieces of equipment usually self-clean on the inside, due to their method of operation.
However it is important that they are not only clean but safe to use.
Wash the outside of the appliance, removing stains, dirt and dust.
Dishwashers
When cleaning dishwashers, ensure:
 That all items have been removed and placed away in cupboards
 That any water inside has drained away
 To clean around area where detergent has been used
 To fill the rinse aid dispenser, if fitted.
Washing machines
When cleaning washing machines, ensure:
 That if items are found in a machine, they are processed as lost
property if the guest has departed, or neatly laid out for a stay over
guest
 To clear away any leftover clothing strands from inside the
machine.
Dryers
When cleaning dryers, ensure:
 That if items are found, they are processed as lost property if the guest has departed, or neatly
folded for a stay over guest
 To clear away lint from filters and catchment areas.
Cleaning other items
Once the major pieces of equipment have been cleaned there are other tasks to perform. These
may include:
 Washing and drying pots, pans, crockery and cutlery
 Placing clean items in cupboards
 Cleaning inside cupboards and doors
 Refilling ice trays
 Cleaning kettles
 Restocking complimentary items such as tea, coffee and biscuits
 Changing drying towels and cleaning sponges
 Replenishing detergents, washing powder and cleaning agents
 Placing fresh milk in the fridge or other items as dictated by regulations
 Cleaning the microwave
 Wiping down benches and sinks
 Cleaning the floor.
Follow organisational SOP’s when performing these tasks.
Depending on the organisation, other items may also be re-stocked or stored.
When you have finished cleaning the kitchen, have a final look to ensure it is clean, tidy, dry and
fully stocked.
REPLENISH GUEST SUPPLIES

Introduction
Guest supplies are an important part of many guest’s stay with a property, and an on-going source
of concern for venue owners and managers.
The best advice in relation to them is ‘find out what the rules are … and stick to them’.
What are ‘guest supplies’?

Depending on the establishment, there can be a number of items that will qualify as guest supplies.
The simplest definition is ‘any small item that can be used, and in some cases taken, by a guest is
a guest supply’.
Examples include:
Compendium items
 Pens
 Paper
 Stationery
 Envelopes
 Fax or e-mail forms
 Promotional material
 Room service menus – in traditional menu format and doorknob
hangers
 Sewing and shoe polishing kits
 Guest dry-cleaning bag
 Guest laundry list
 Tea, coffee, milk and biscuits
 Iron
 Fly spray
 Additional blankets and pillows
 Remote control units
 Hair dryer
 Electric jug
 Basic cups, mugs, saucers, glasses, tea-spoons, bottle opener.
As mentioned in a previous section, where the room has a kitchen/kitchenette, the concept of room
supplies expands enormously to include:
 A set number and range of cutlery and crockery
 Pots, pans and general cooking utensils
 Cleaning materials – detergent, scourers, cloths etc
 Serving plates and bowls.
Room supply basics

An integral part of preparing a guest room involves checking, replenishing or replacing room
supplies.
Set numbers for these giveaway items are set by management and these must be adhered to. This
is to control costs.
Despite this set quantity of give-aways per room, most properties give room attendants
discretionary power to issue extras of certain items including tea, coffee, shower caps and
shampoo to guests on request. Check what applies where you work and adhere to it.
If the control of give-aways is a critical issue for management, it is necessary to locate these items
on your trolley in such as way that discourages unauthorised acquisition by guests. This can mean
locating them on the trolley so they are not easily seen and less of a temptation.
Room supplies are for guest rooms, not for private use by staff. Using
these items at work or taking them home for your personal use is theft.
Tea, coffee and sugar items as well as shampoos and
conditioners must always be checked because these are items that
guests seem to take with them even if they don’t use them in- room.
Pens and pads are a close second.
A double-check should be made when replenishing these items to
ensure that other items have not gone missing – such as cups,
saucers, bottle openers, glasses and batteries from the remote
controls.
CHECK OPERATIONAL READINESS OF ALL ITEMS AND
EQUIPMENT
Introduction
Enterprise standards as they apply to preparing rooms for guests can relate to issues such as:
 Physical placement of items in the room
 Levels of cleanliness and tidiness
 Time allocated for servicing different types of rooms – for
example, the time allocated for cleaning a standard double check- out
room, as opposed to the time allocated for servicing a suite that is
staying on
 Number of guest supplies of each type to be replenished
 Re-setting items in the room
 Checking the operational readiness of items.
This Section addresses the physical placement, resetting and checking the operational ability of
items in a guest room
Checking operational readiness

When cleaning a check-out room, there will be standards for checking the operational readiness of
items.
These standards aim to achieve uniformity and consistency
across the establishment.
Even small things can be subject to these resetting standards. For
example, some properties will require the telephone to be
placed in the cradle a certain way and the telephone cord to fall to
a nominated side of the unit.
In stay rooms, house policies may require that the settings set by
the guest are allowed to remain (with the possible exception of air
conditioning temperatures).
For example, in an occupied room if the guest has light dimmers on
a certain setting, the television on a certain channel and the
volume of the radio at a certain setting – leave them as they are.
By comparison if the room is a departing room, things will need to
be checked and where necessary re-set to the house standard
settings.
Items included in this aspect of room servicing will include:
 In-room air conditioning set at a predetermined temperature level
 Refrigerator left at a nominated setting
 Television set to a particular volume or channel
 Clock set to the correct time
 Alarm clock checked to ensure the alarm is not active
 Radio tuned to nominated channel and set at desired volume
 Dimmers set to medium setting
 Toaster set to desired setting
 Pens and message pads are located conveniently as required – next to bed, near telephone.
All pads and pens should be laid in identical position throughout the venue.
It is vital that all items in the room are:
 Where they are meant to be
 In the correct quantity
 Operationally ready.
There is nothing more frustrating for a guest to have to ask for and then wait for something to be
fixed, when it should have already been checked. This is even more frustrating for a guest who has
arrived on a long flight.
. Report and remedy room defects and damaged items
Introduction
Regardless of how well a room is maintained, general wear and tear will happen, equipment will
break down and other problems will occur.
It is natural and while it may be annoying, guests will have a level of understanding. That said any
problems with a room should be identified and rectified before a room is allocated to a guest.
Every property wants their current guests to return to them as repeat guests and to tell their friends
about how great their stay with us was so that their friends become guests who are referred to us.
It is difficult to cultivate repeat and referral guests if their room
has defects of any kind. We must always remain very much aware
that in nearly all cases ‘guests have options’. If we don’t deliver
the service, facilities, and standard that they want and expect,
they can very easily stay somewhere else next time.
It can be a sobering research activity to check the local phone
book and count the number of businesses that offer
accommodation, all of which are your competitors trying to take your guests and therefore your job.
Checking for defects

Another task when servicing a guest room is to check the room for any defects in equipment,
appliances, furniture or fittings.
This inspection should also check for equipment damage.
What are defects, what is damage?
Defects or damage can result from normal wear-and-tear, accidental damage or deliberate and
malicious action by guests.
Where you suspect damage has been intentionally caused by guests and even guests that have
already checked-out, you should reports your beliefs to your supervisor and ask them to view the
damage for themselves to make a decision about what action or claims may need to be made.
In some cases, guests may be charged for the damage and clean up costs and placed on a ‘Do
Not Room List’ that automatically flags a guest for refusal when their name is entered into the
reservation system as a result of a query or a booking.
Defects or damage include:
 Broken fridge door seals
 Chipped or broken glasses
 Flickering fluorescent lights
 Blown light globes
 Remote controls with flat, or no, batteries
 Broken fixtures or fittings
 Refrigerators that make ‘too much’ noise – which can
prevent the guest from sleeping
 Noisy air conditioning
 Dripping taps
 Ripped curtains and drapes that do not properly close – allowing others to see in and unwanted
light to come into the room
 Ripped, tired-looking or stained furnishings
 Fuzzy television reception
 Electric jugs and hair dryers that don’t work
 Room cards that do not easily integrate with the power
controls in-room
 Irons where the temperature control settings are not
working.
If a guest finds a defect in their room they may let you know about it but they may not.
If they don’t, we have just disappointed one guest and unless we identify the problem that has
caused this we risk disappointing every other guest who uses that room!
Obviously this does little to generate repeat and referral guests.
What to do?
When a defect or damage to fixtures or fittings is identified, two courses of action present
themselves.
The course of action chosen will depend on the seriousness of the damage and whether or not
someone could be harmed because of the problem.
All action taken should be in accordance with enterprise procedures.
The two possible courses of action are:
1. The item must be taken out of service immediately and replaced if possible – for example, it
may be possible in the immediate short-term to replace a hair dryer that is not working (or is
missing) in an occupied room with one from the floor housekeeping store or from another room
that shows as vacant on your room list.
2. The item is reported on a maintenance report and submitted to the

appropriate person for action to be taken – where the item
presents a physical danger to guests it must be removed from the room, tagged as ‘Out Of
Service’ according to house procedures and stored appropriately so that it will not be returned
to service before being serviced.
The motto to remember is: ‘If in doubt, have it checked out.
Record damaged items
Damaged items need to be recorded for many operational reasons.
Every property will have its own procedures for recording damaged items and room attendants are
expected to comply with these where they identify such items in any guest room, and regardless of
who damaged the items and how they were damaged.
Properties need to be aware of damaged items for the following reasons:
 Monitoring costs
 Determining supplies that need to be ordered
 Evaluating the usefulness of products - and determining whether or not to continue using a
certain item or whether a better alternative needs to be sourced
 Identifying high damage products – to develop policies and procedures to reduce and prevent
damage
 Removing them from service for OSH and duty of care reasons.
Identifying damaged items
You can become aware that an item is damaged through personal observation when you service a
room – the basics are to:
 Look for damaged items – a visual inspection such as
drips
 Listen for equipment that sounds as if it is
damaged or not working as intended
 Be alert to smells that indicate problems – such as
‘electrical smells’
 Heed advice from guests who report such
problems.
Your personal experience in the workplace will build up over time to provide you with an idea of
what to look for and what items are commonly associated with damage.
Reporting the damage

Damaged or defective items must be reported so that appropriate remedial action can be taken.
Options in reporting damage include:
 Speaking face-to-face with the supervisor, Floor Housekeeper or relevant other person
 Using the in-room phone to contact and notify directly either the maintenance department or
the housekeeper. Some properties have a ban on the use of guest room phones so check to
see what applies in your workplace
 Using other internal communication methods (pager,
mobile phone) to contact and notify directly either the
maintenance department or the housekeeper
 Using the in-room phone to contact reception and leave a message – see above
 Completion of a Maintenance Report identifying the damaged item, the room number, your
name, and the nature of the damage.
Identifying pests
All properties should have some form of standard and establishment-wide pest control program in
place.
This program usually combines the services of an external, professional pest control company with
regular internal efforts at pest control.
Regular checks of rooms done by the external pest control service (with their vehicle parked
around the back of the building – most people see the presence of a pest control vehicle as
evidence of a pest problem as opposed to regarding it as prevention) should be at the centre of
this program.
Where the established pest control program has not worked effectively and you identify pests in a
guest room, immediate action needs to be taken.
Besides being undesirable from an aesthetic point of view, pests in a guest room can pose a
serious health risk as well as present the potential for damage to walls and wires from gnawing.
Types of pests
Pests include:
 Flies
 Cockroaches
 Silverfish
 Fleas
 Spiders
 Mice, rats and ants.
Signs of the presence of pests include:
 Seeing them
 Hearing them
 Seeing evidence of their presence such as droppings, spots on walls and surfaces, eggs, webs
and cocoons.
Action to take
The exact action to take when pests have been sighted or are suspected must be in accordance
with the house procedures that apply.
You may be required to deal on-the-spot with flies, ants, cockroaches and spiders using an aerosol
spray but it is important to remember that some guests may be allergic to insect sprays so use
them sparingly.
Make sure you remove the bodies! A dead fly or a dead mouse looks as bad as a live one.
Make sure you also remove any other evidence of the pests – webs, droppings.
Other pests may have to be notified to your supervisor, Head Housekeeper or the Maintenance
department for them to action. This notification should be immediate to enable action to be taken
as soon as possible.
Action to prevent a pest problem
An effective pest control program requires you to do whatever you can to keep the pests out in the
first place – in practice this means:
 Keeping doors and windows to guest rooms closed
 Making sure fly wire screens are fitted and in good condition
 Making sure that anything provided to a guest room is free from pests
 Control any pests you see – using aerosol sprays or other
approved internal or external methods; this can be baits, traps, fogging
and commercial spraying.
Apply good housekeeping techniques to deny food and drink to pests and maintain hygienic
conditions – this includes:
 Never leaving food out on benches or tables
 Checking to ensure food scraps are not lying on the floor anywhere in the room – in the kitchen
under the stove; under the bed
 Keeping bins clean and in good repair
 Cleaning premises thoroughly and disinfecting when necessary
 Removing all rubbish on a regular basis.
The section has highlighted the fact that problems in a guest room, whilst mostly will comprise
defects and damage to physical items, there are other issues that need to be addressed to ensure
the guest has a positiv8. Report suspicious items or situations
INTRODUCTION
Accommodation establishments are the setting for many illegal activities and all room attendants
must be alert for signs this is happening or may take place.
The role of a room attendant is this regard is only to ‘report’ – it is not to intervene, take action or
put themselves in harm’s way.
Members of the public can target floors and rooms with a view
to breaking and entering. If the thief has watched their target leave
the property to go on a three-hour tour they know the target’s room
will be ’safe’ for that period and it is a relatively easy target.
Other guests will use their room for illegal activities that they do not
want to undertake at home.
Is the activity illegal or immoral?

Individual establishments can have different approaches this.
Most properties are not prepared to allow illegal activity and
also frown on immoral activity.
Some turn a blind eye to immoral activities deeming that what
guests do in the privacy of their own room is their
business.
You need to speak to your supervisor to determine what
applies where you work and accept the position taken by the establishment: if you ever have any
concerns about differentiating between ‘illegal’ and ‘immoral’ seek guidance on the distinctions
from your supervisor and be guided by them and their experience.
Taking action
If you notice an item that looks unusual or suspicious, or see an
occurrence that is suspicious, appropriate action should be taken
immediately.
The appropriate action may be spelled out in the standard Emergency
Procedures for your venue.
The action may be to:
 Advise the floor supervisor, the Floor Housekeeper or the
Executive Housekeeper
 Contact venue security.
Always adhere to workplace policies and procedures when dealing with
such matters, as they are potentially dangerous and serious.
An unusual item or situation may include:
 A package left unattended in corridor or stairwells
 An item that is heavily bloodstained
 A package left in a check-out room
 A weapon found in a room – whether the room is a stay room or
a departed room
 Drugs – or packages thought to contain drugs
 Explosives
 Evidence of drug taking in a room – including the presence of drug paraphernalia.
Suspicious occurrences or people may include:
 Person behaving nervously or anxiously in a corridor, stairwell, near a store room, in the guest
laundry etc
 Person in an area they shouldn’t be in – such as areas members of the public in areas
restricted for ‘Staff Only’ access
 Person using excessive force against another person
 Loud voices and swearing
 Sounds that indicate damage is being done
 Person seeming to loiter on a floor, along corridors, in public
areas
 Person asking you to let them into a room.
If you see or hear anything that is suspicious, unusual or appears illegal you should:
 Not say anything to the persons involved
 Try not to alert them to the fact you have noticed
something suspicious or unusual.
 Try to remember as much detail as possible – write down
notes when safe to do so
 Alert the relevant person as soon as possible in such a
way that others (those involved and other guests) cannot
hear what is being said.
It is rare for you to have the authority to call police so you should refrain from doing this in all but
the most extreme cases of actual or imminent danger.
9. Handle guest property left in room from which the guest has departed
Introduction
From time to-time departing guests leave items in their rooms.
Sometimes this is an over-sight on their part and sometimes it is intentional.
Regardless, all guest property found in a check-out room must be handled in accordance with
house policy.
Dealing with lost property

There may be times when you come across items in check-out rooms that have been left behind
by the guest.
Such items should be treated as valuable in the first
instance, no matter what the actual dollar worth of replacing such
an item may be.
For example, a simple, partially used bottle of facial
foundation, a camera, piece of clothing or an item of
jewellery. They are all the same in terms of being a ‘lost and
found’ item.
All such items should be taken to the housekeeping department and recorded in the ‘Lost and
Found’ log book.
It is the housekeeping department’s responsibility to keep accurate records of all items found in
guest rooms or public areas.
Information that needs to be recorded about the item may include:
 Date found
 Room number – or other location as appropriate (corridor,
guest laundry etc.)
 Exact location in room where item was found – ‘under the
bed’, ‘in the bathroom’
 Description of item – such as ‘Gent’s briefcase, brown,
locked, Avon brand’, ‘ladies Seiko watch, gold with leather
strap’
 Name of person who found the item
 Date item was returned to the owner - after item has been claimed or sent to the rightful owner.
Generally, lost property is kept for three months, however during that time the establishment may
attempt to contact the owner, especially if the item appears valuable or the guest is a regular.
Where forwarding address or phone number is available, the guest is contacted and asked if they
would like the item returned.
The guest may be asked to forward postage before the item is sent.
A ‘With Compliments’ letter generally accompanies the return of the item and a copy of this letter
should be filed in the lost property correspondence file.
Some items that have not been claimed within a three-month period, after all channels to contact
the owner have been exhausted, will be given back to the finder or handed to police depending on
the value of the item and what it is.
Lost property should never be taken off the premises without the correct authorisation. You cannot
assume that an item is yours simply because you found it and the owner has departed.
Is it ‘lost’ or has it been left on purpose?
Where the lost property is clothing (especially lingerie) or other items of a delicate nature, the
decision about whether or not to contact the guest must be made with due consideration to all the
possible ramifications. Tact and diplomacy may dictate that no contact is made in order to avoid
embarrassment and other potential problems.
This highlights that not all items left in a guest room are ‘lost’. They may have been deliberately left
there.
Perishable food
Where perishable foods are found, two options are commonly available.
The first option is that you may have discretionary powers to deal with any perishable food you
find.
This may include minor quantities of things such as leftover
takeaway foods, a few biscuits in an open packet, or a couple of slices
of cheese, a tomato and some slices of bread left in the fridge.
If the items have been left by a departed guest, you may elect to throw
out such items.
Naturally the food would be left where it is if the guest was staying
on.
The second option is that Standard Operating Procedures require
all staff to take all found perishable food to the Executive Housekeeper’s office, and to allow that
person to make the decision.
Liquor
Again, specific house practices will vary between establishments.
Commonly, any unopened bottle of liquor – spirits, wine, beer or
whatever else is logged in the standard way, and the liquor may then
forwarded to the central liquor store for safe-keeping or retained in the
Housekeeping office for three months.
Opened bottles may be stored in the normal Lost and Found store,
or can be forwarded to another department.
It is useful to remember that what is actually inside a bottle of

open beverage could be anything.
What is on the label may not be what is in the bottle so you should definitely guard against having a
drink from any bottle, alcoholic or non-alcoholic, that has been already opened.
Other items
There is really no end to the nature of items that can find their way into the Lost and Found area
from the very ordinary to the highly exotic!
In general terms, however, they can include:
 Inexpensive items – these must still be handed in as, despite being
inexpensive, they may still have significant sentimental value. These
items may include cheap pens, disposable items, handkerchiefs and
socks
 Expensive items – objects of obvious worth such as cameras, lap top computers, electric
razors, jewellery, cash, or clothing
 Documents – this can cover a wide range of papers including business and personal
documents, as well as related items such as passports and credit cards.
Given this wide variety of items that could be found it is worth checking house rules in regard to the
following:
 Newspapers, magazines and books – while it is common practice for staff to dispose of
newspapers from check-out rooms, check your house rules to make sure.
Also, find out about the house rules that relate to the disposal of magazines and books. Can they
be thrown out, or is there a requirement to hand them in?
What criteria apply, if any, to making the decision about keeping or throwing out these items?
 Cash – check to see if your venue has a special rule about cash that is found.
Regardless of what is considered is to be lost or found; it must be reported and recorded according
to organisational requirements.
Task Sheet 2.5-1
project to your Trainer by the agreed date.
5.1 To fulfil the requirements of this Work Project you are asked to submit evidence of
you being able to:
 Identify the correct order to clean a room

 Understand requirements and policies relating to cleaning rooms
5.2 To fulfil the requirements of this Work Project you are asked to submit evidence of
you being able to explain or demonstrate how to:
 Clean fixtures and fittings, identifying the items and their purpose
 Vacuum floors and other areas
 Clean kitchenette area
5.3 To fulfil the requirements of this Work Project you are asked to submit evidence of you being
able to explain or demonstrate how to:
 Identify and replenish guest supplies

 Check operational readiness of five items in a room
 Identify and report common defects and damaged items
 Identify and report suspicious items or situations
 Handle guest property in the correct manner
PERFORMANCE CRITERIA CHECKLIST
Task Sheet 2.5-1
Follow in-house requirements and policies in relation to room cleaning

 Cleaning in the correct order
 Cleaning a Check-out room
 Preparing a room for cleaning
 Cleaning an occupied room.
Clean fixtures and fittings
 Dusting and polishing
 Cleaning bins.
Vacuum floors and other areas
 Vacuuming.
Clean kitchenette area, where applicable
 Cleaning the fridge
 Cleaning the stove
 Cleaning the oven
 Cleaning dishwashers, washing machines and dryers
 Cleaning other items.
Replenish guest supplies
 What are ‘guest supplies’?
 Room supply basics.
Check operational readiness of all items and equipment
 Checking operational readiness.
Report and remedy room defects and damaged items
 Checking for defects
 What to do?
 Record damaged items
 Identifying damaged items
 Reporting the damage
 Identifying pests.
Report suspicious items or situations
 Is the activity illegal or immoral?
 Taking action.
Handle guest property left in room from which guest departed
 Dealing with lost property
 Is it ‘lost’ or has it been left on purpose?
Sector:
TOURISM
Qualification:
HOUSEKEEPING NCII
Unit of Competency:
“LAUNDER LINEN AND GUEST CLOTHES”
Module Title:
“LAUNDERING LINEN AND GUEST CLOTHES”
MDM SAGAY COOLEGE

HOW TO USE THIS MODULE
Welcome to the Module “Laundering Linen and Guest Clothes” This

module contains training materials and activities for you to complete.
The unit of competency “Launder Linen and Guest Clothes” contains

knowledge, skills and attitudes required for a HOUSEKEEPING NCII course.
You are required to go through a series of learning activities in order to

complete each of the learning outcomes of the module. In each learning outcome
there are Information Sheets, Task Sheets and Reference Materials. Follow
these activities on your own and answer the Self-Check at the end of each
learning activity.
If you have questions, don’t hesitate to ask your trainer for assistance.
You may already have some of the knowledge and skills covered in this
module because you have:
o been working for some time

o Already have completed training in this area.
If you can demonstrate to your trainer/instructor that you are competent in

a particular skill or skills, talk to him/her about having them formally recognized
so you don’t have to do The same training again. If you have a qualification or
Certificate of Competency from previous trainings show it to your trainer. If the
skills you acquired are still current and relevant to this module, they may become
part of the evidence you can present for RPL. If you are not sure about the
currency of your skills, discuss it with your trainer.
After completing this module ask your trainer to assess your competency.
Result of your assessment will be recorded in your competency profile. All the
learning activities are designed for you to complete at your own pace.
This module was prepared to help you achieve the required competency, in
Launder Linen and Guest Clothes. This will be the source of information for you
to acquire knowledge and skill into this particular trade independently and at
your own pace, with minimum supervision or help from your instructor.
 Talk to your trainer and agree on how you will both organize the Training
of this unit. Read through the module carefully. It is divided into sections,
which cover all the skills and knowledge you need to successfully complete
this module.
 Work through all the information and complete the activities in each
section. Read information sheets and job sheets and complete the self-
check and perform the procedural checklist. Suggested references are
included to supplement the materials in this module.
Most probably your trainer will also be your supervisor or manager. He/she is
there to support you and show you the correct way to do things.
 Your trainer will tell you about the important things you need to consider
when you are completing activities and it is important that you listen and
take notes.
 You will be given plenty of opportunity to ask questions and practice on
the job. Make sure you practice your new skills during regular work shifts.
This way you will improve both your speed and memory and also your
confidence.
 Talk to more experience workmates and ask for their guidance.
 Use the self-check questions at the end of each section to test your own
progress.
 When you are ready, ask your trainer to watch you perform the activities
outline in this module.
 As you work through the activities, ask for written feedback on your
progress. Your trainer keeps feedback/pre assessment reports for this
reason. When you have successfully completed each element, ask your
trainer to mark on the reports that you are ready for assessment.
 When you have completed this module (or several modules), and feel
confident that you have had sufficient practice, your trainer will arrange
an appointment with registered assessor to assess you. The result of your
assessment will be recorded in your Competency Achievement Record.
MODULE CONTENT
Program/Course : HOUSEKEEPING NC II
Unit of Competency : Launder Linen and Guest Clothes
Module : Laundering Linen and Guest Clothes
INTRODUCTION:
This module contains information and suggested learning activities on

Providing Room Service. It includes activities and materials for you to complete
Completion of this module will help you better understand the

succeeding module on the Receiving and Handling guest concerns.
This module consists of 5 learning outcomes. Each learning outcome

contains learning activities supported by each instruction sheets. Before you
perform the instructions, read the information sheets and answer the self-check
and activities provided to ascertain to yourself and your trainer that you have
acquired the knowledge necessary to perform the skill portion of the particular
learning outcome.
Upon completion of this module, report to your trainer for assessment to

check your achievement of knowledge and skills requirement of this module. If
you pass the assessment, you will be given a certificate of completion.
SUMMARY OF LEARNING OUTCOMES:
Upon completion of the module you should be able to:
LO 1. Identify types of fabric and laundry equipment

LO 2. Observe safety practices in handling laundry equipment and chemicals
Learning Outcome #1 IDENTIFY TYPES OF FABRIC AND LAUNDRY EQUIPMENT
Assessment Criteria:
CONTENTS:
 Types of fibres and fabrics
 Laundry terms and standard laundering methods
 Types and usage of washing equipment: washing machine and dryers
 Types and usage of laundry chemicals and cleaning agents
 Classifications and usage of stain removing agents
 Types of fabric softener
 Reading textile label codes
 Procedures in sorting laundry items
 Items are correctly sorted according to the cleaning process required and
the urgency of the item
 Laundry methods are correctly selected in accordance with textile labelling
codes and based on:
a) type of fabric and fiber
b) dye fastness
c) amount of soilage
d) washing instructions
e.) Laundry equipment is properly operated in accordance with
manufacturer’s instructions
CONDITION:
1. WORKPLACE LOCATION
2. EQUIPMENTS
washing machine
drying machine
dry-cleaning machine
flat iron
steam pressers
ironing board
sorting shelves
3. TOOLS
fiber/ fabric samples
different linens and laundry items
labeller
hangers
laundry baskets
wash basin
bucket
water hose
4. MATERIALS/SUPPLIES
Operating manuals brochures
pen and paper
bleaching agent
stain removing agent
fabric softeners
sanitizing agent
All-purpose cleaning agent
detergents (liquid, powder)
report forms
ASSESSMENT METHOD:
Observation
Interview
Written examination
Demonstration of practical skills
Resources/References:
TR Food and Beverage Services NCII
Learning Outcome 1: IDENTIFY TYPES OF FABRIC AND LAUNDRY

EQUIPMENT

If you have some problem on the
 Read information sheets 5.1-1
content of the information sheet, don’t
Kinds of Laundry Equipment
hesitate to approach your trainer.
If you feel that you are now
knowledgeable on the content of the
information sheet, you can now
answer self check provided in the
module.
Compare your answer to the answer
 Answer self check 5.1-1
key
 Read the information sheet 5.1-2
Laundry Supplies/Chemicals
module.
Compare your answer with the
answer key
Classification and usage of stain
removing agents
module.
Compare your answer with the
 Answer oral questioning 5.1-3
answer key
Types of Fabric Softeners
Knowledgeable on the content of the
module.
 Answer oral questioning 5.1-4
key
 Read the information sheets 5.1-
5
Types of fibers and fabrics
module.
 Answer Oral questioning 5.1-5
key
Reading textile label codes
module.
 Answer Self Check 5.1-6
key
Procedure in sorting laundry
module.
Compare answer using answer key
Evaluate your own work using the

 Perform Job sheet 5.1-7
performance criteria
Keep a copy of your work for the next

activities
Laundering method (Washing
Machine)
module.
Compare answer using answer key
 Answer Self check 5.1-8


activities
Information Sheet 5.1-1
Kinds of Laundry Equipment
Learning Objectives: After reading this INFORMATION SHEET the trainees

should be able to:
1. Identify laundry equipment and their usage
2. Identify the parts of the washing machine
Different Laundry Equipment

1. Washing Machine – is an electronic machine that can be used for
washing and drying clothes.
Parts:
1. Wash timer
2. Wash inlet
3.Wash cover or Top Cover
4. Tub Or Drum
5.Strainer
6.Pulsator
7. Valve selector
8. Spin timer
9.Door
10.Door spin inner
11. Overflow filter
12. Spin basket
13. Side Cover
14. Power cord
15. Leg
16. Cover safety
17. Drain hose
Parts and Function
1. Wash timer – timer for time to wash fabric

2. Wash inlet – use to fill water into the machine
3. Wash cover or Top Cover – use to cover the tub.
4. Tub Or Drum – It served as a washing tub.
5. strainer – where water will be drain after washing
6. Pulsator- – is a rotating part inside the tub. Responsible in making the
water spin.
7. valve selector- to select whether wash or drain
8. spin timer
9. Door spin outer – the outer cover of the spinner
10. Door spin inner – opening of the spinner
11. Overflow filter -
12. Spin basket – where you put the clothes to be spin.
13. Side Cover Tub – It is the main housing of the unit.
14. power cord – electrical cord of the machine
15. leg – use to support the machine
16. Cover safety – cover of the spinner so that clothes will not come out when
spinning
17. Drain hose– It served as a passage of water way out.
2. Dry Cleaning Machine- for dry cleaning clothes and fabrics
3. Washer extractor – design for washing and extracting clothes, linen and fabrics
4. Flat Work Ironer- for ironing flat sheets, linen, pillow cases and other flat
linens
5. Types of ironing table- for easy ironing clothes, linen and fabrics
6. Flat iron and fabric sprayer
7.Steam Presser – for pressing delicate fabrics like wool, silk, etc.
8. Laundry Cart – Used for the delivery of guest laundry

Self Check 5.1-1
I. Identify the parts of the washing machine
II. Identify the following:

1. It is an electronic machine that can be used for washing and drying
clothes.
2. It use for the delivery of guest laundry
3. This machine is for pressing delicate fabrics like wool, silk, etc
4. This is for ironing flat sheets, linen, pillow cases and other flat linens
5. It is design for washing and extracting clothes, linen and fabrics
ANSWER KEY 5.1-1
I.
1. wash timer
2. Wash inlet
3. wash cover
4. tub
5. strainer
6. Pulsator
7. valve selector
8. spin timer
9. Door spin outer
10. Door spin inner
11. Overflow filter
12. spin basket
13. Base
14. power cord
15. leg
16. Cover safety
17. drain hose
II. Identification
1. Washing machine
2. Laundry cart
3. Steam presser
4. Flat work ironer
5. Washer extractor
LAUNDRY SUPPLIES/CHEMICALS
Learning Objectives: After reading this information sheet the trainees should be
able to:
1. Identify cleaning chemicals and their uses.
LUANDRY SUPPLIES includes laundry compounds, detergents with bacterial

properties, a bleaching agent – either bleaches, a bleach-based agent, or hydrogen
peroxide, water softening chemicals, and fabric softener. Special disinfectants
also may be required for laundry and chute areas.
When it comes to fabric softeners, less is usually the best. This is particularly
true for towels. Guest comment cards indicate guests prefer some roughness on
towels because they dry better. Towels are also easier to rinse without excess
softeners.
Water quality and the type of equipment often affect the selection o laundry
chemicals.
The chemical makeup of laundry agents may also help determine which product
or products to buy. For example,
1.
Antichlor removes chlorine, at least excessive chlorine from fabrics. A
substance used in removing the remaining traces of free chlorine or
hypochlorite not removed from a paper pulp by washing. Typical antichlors
include sodium bisulfite (NaHSO 3 ) and sodium thiosulfite (Na 2 S 2 O The
antichlor is usually added to the pulp stock near the end of the bleaching
stage, and is allowed to react until no blue coloration is obtained with a
potassium-starch indicator. This removes the last traces of hypochlorous
acid, hypochlorite ion, and free chlorine. The reaction products are then
washed out. Antichlors are seldom used in multistage bleaching operations,
as they are considered to be wasteful of bleaching agents
2. Alkali, an abrasive can pump up the detergent’s cleaning power and is

especially useful for removing grease or oil stains. However, since alkali is
harsh, it has to be neutralized by an acid.
3. Sours are mild acids that can neutralize the alkalinity of detergents and
bleach. This can reduce the yellowing and fading that can result from alkali
residue. Some sours boost this effect by integrating bluer or whiteners in
the product.
4.
Detergents that contain optical brighteners, chemicals that retain the
original color, even after many washing
.
5.Mildewcides may be required preventing mildew build up.
6.Fabric Softener (also called fabric conditioner) is used to prevent static cling
and make fabric softer. It is available as a liquid or as dryer sheets. Popular
brand names include Downy (Lenor), Snuggle, Bounce, Comfort and Sta-Soft.
4. Bleaches- A bleach is a chemical that removes colors or whitens, often via
oxidation. Common chemical bleaches include household chlorine bleach, a
solution of approximately 3–6% sodium hypochlorite (NaClO), and oxygen
bleach, which contains hydrogen peroxide or a peroxide-releasing
compound such as sodium perborate, sodium percarbonate, sodium
persulfate, tetrasodium pyrophosphate, or urea peroxide together with
catalysts and activators, e.g. tetraacetylethylenediamine and/or sodium
nonanoyloxybenzenesulfonate. To bleach something is to apply bleach,
sometimes as a preliminary step in the process of dyeing. Bleaching
powder is calcium hypochlorite.
Many bleaches have strong bactericidal properties, and are used for
disinfecting and sterilizing. Most bleaches are hazardous if ingested or inhaled,
and should be used with care.
Bleaches
 Hydrogen peroxide
 Powdered all-fabric bleaches (sodium perborate)(Biz, Borateem, Clorox 2;
Purex, Snowy)
 Liquid all-fabric bleaches (Snowy, Vivid)
 Liquid chlorine bleach (sodium hypochlorite)(Clorox, Hi-lex,Purex)
 Liquid chlorine bleaches have a limited shelf-life. If your bleach is more
than six months old and has no effect on stains, it may need to be replaced
with fresh bleach.
 To test for colorfastness to liquid chlorine bleaches, mix I tablespoon of
bleach with 1/4 cup of water. Use an eyedropper to put a drop of this
solution on a hidden seam or pocket edge inside the garment. Let it stand
two minutes, then blot dry. If there is no color change it is safe to use the
product. Powdered bleach packages have directions for doing colorfastness
tests.
 Dry cleaning operations require the proper fluids or dry cleaning solvents.
The type of machine determines what chemicals will be needed.
SELF CHECK 5.1-2
1. Identify the following laundry supplies:
1. Chemical that removes colors and stains or whitens clothes.

2. It used to prevent static cling and make fabric softer.
3. Are mild acids that can neutralize the alkalinity of detergents and
bleach
4. Chemicals that retain the original color, even after many washing.
5. Removes chlorine, at least excessive chlorine from fabrics
II.Explain :
why safety is very necessary in using bleaches.
Answers key 5.1-2
I.
1. Bleaches
2. Fabric softeners
3. Sours
4. Detergent with optical brighteners
5. Antichlor
II. Explain why safety is very necessary in using bleaches.
Because most bleaches are hazardous if ingested or inhaled, and should be

used with care.
Classifications and Usage of Stain Removing Agents
Learning Objectives: After reading the INFORMATION SHEET, you must be able
to;
1. Classify stain removing agents
2. Identify the proper use of stain removing agents.
3. Follow safety precaution in using stain removing agents
INTRODUCTION:
STAIN - this can be easily removed if they are still fresh. Sometimes using hot
water and soap only makes the stain permanent, thus making it harder to
remove. Stains are easily removed from the wrong side of the garments.
Remove stain as soon as possible. If the garment has been stained, do not use
stain chemical remover because it might damage the garment. Never squeeze the
part with stain. Sometimes, laundering, ironing and airing of the clothes affect
different kinds of stains and how to remove them will lessen experimentation in
using stain remover.
KINDS OF STAIN REMOVER
1. Absorbent (talcum powder, chalk, cornstarch) example oil stains
2. Solvent (water, gasoline, chloroform, fenzly, alcohol) ex. Paint stains
1. Bleaches (chlorox) fruit stains

2. Carbon tetra chloride (liquid detergent that is not flammable) ex. Lipstick
stain
Follow These Safety Precautions
While many stain removal, chemicals and bleaches are commonly used around
the home, they are still dangerous. Some are flammable; others are toxic. Here
are some rules to keep in mind regarding their use:
 Store stains removal materials out of the reach of children. Do not store
with food products.
 Read all label directions and warnings. Store chemicals in their original
containers so label directions are available in case of an accident.
 Use all chemicals and commercial stain removal product according to label
recommendations.
 Avoid getting the chemicals on your skin. Some are easily absorbed.
 Use dry cleaning solvents and other chemicals in a well-ventilated room.

Toxic fumes can cause illnes
 Do not use solvents near an open flame or electrical outlet.

 Seal containers so that fumes can't escape.
 Never mix stains removal materials together (bleach and ammonia together
form toxic fumes).
SELF-CHECK 5.1-3
Answer the following questions:
1. What are the different kinds of stain remover?

2. Will you give some safety precautions in dealing with stain remover?
3. Will you give an example of bleaches that you know?
4. Is water can remove stains? How?
ANSWER KEY 5.1-3
1. What are the different kinds of stain remover?

1. Absorbent (talcum powder, chalk, cornstarch)
2. Solvent (water, gasoline, chloroform, fenzly, alcohol)
3. Bleaches (chlorox)
4. Carbon tetra chloride (liquid detergent that is not flammable)
2. Will you give some safety precautions in dealing with stain remover?
 Store stains removal materials out of the reach of children. Do not store
with food products.
recommendations.
 Use dry cleaning solvents and other chemicals in a well-ventilated room.
Toxic fumes can cause illness.
 Never mix stains removal materials together (bleach and ammonia together
form toxic fumes).
3. Will you give an example of bleaches that you know?

- Chlorox
4. Is water can remove stains? How?

- Yes, by soaking the affected area of the fabrics
Types of Fabric Softener
Learning objectives: After reading the INFORMATION SHEET. You must be able
to;
1. Identify the types of fabric softener and their uses
INTRODUCTION:
The softening agents in softeners reduce or eliminate static cling. Fabric softener
can also allow clothes to feel much softer than and not quite as stiff as with
laundry soap alone. Using fabric softener also cuts down on drying time.
Most modern washing machines have a dispenser which can add liquid fabric
softener to the load of laundry automatically on the final rinse; in launderettes
one may need to add it manually. Some brands of washing powder have fabric
conditioning built-in which is claimed to save money when compared to buying
ordinary washing powder and fabric softener separately. Some fabric softeners
are also claimed to make ironing easier or to make clothes dry faster. For best
results, un-diluted liquid fabric softener should not be poured directly onto
clothes.
Fabric softeners may also come in the form of dryer sheets, which are added to
clothing in the tumble dryer to soften the fabrics and prevent static. Many
alternative uses of dryer sheets have been suggested by users.[1]
Fabric softeners work by coating the surface of the cloth fibers with a thin layer of
chemicals; these chemicals have lubricant properties and are electrically
conductive, thus making the fibers feel smoother and preventing buildup of static
electricity. Other functions are improvements of iron glide during ironing,
increased resistance to stains, and reduction of wrinkling.
Cationic softeners bind by electrostatic attraction to the negatively charged

groups on the surface of the fibers and neutralizing their charge; the long
aliphatic chains are then oriented towards the outside of the fiber, imparting
lubricity. Vinegar works on some materials in a similar way, as the hydrogen ions
bind to the anionic groups on the fibers.
The disadvantage of coating fibers by hydrophobic layer is in decreasing the water
absorption properties of the fabric, which may be an undesirable in towels and
diapers. Therefore the cationic softeners are often combined with other chemicals
with lower affinity to the fibers. The use of fabric softener is contraindicated in
some articles, such as microfibre textiles.
Most good quality all-cotton towels do not need to be treated with fabric softener
and with repeated washings and dryings, they become softer naturally. Over time,
towels that have softened with fabric softener are less absorbant.
10 Uses for Fabric Softener

1. End clinging dust on your TV
Are you frustrated to see dust fly back onto your television screen, or other
plastic surfaces, right after cleaning them? To eliminate the static cling that
attracts dust, simply dampen your dust cloth with fabric softener straight from
the bottle and dust as usual.
2. Remove old wallpaper
Removing old wallpaper is a snap with fabric softener. Just stir 1 capful liquid
softener into 1 quart (1 liter) water and sponge the solution onto the wallpaper.
Let it soak in for 20 minutes, then scrape the paper from the wall. If the
wallpaper has a water-resistant coating, score it with a wire-bristle brush before
treating with the fabric softener solution.
3. Abolish carpet shock
To eliminate static shock when you walk across your carpet, spray the carpet
with a fabric softener solution. Dilute 1 cup softener with 2 1/2 quarts (2.5 liters)
water; fill a spray bottle and lightly spritz the carpet. Take care not to saturate it
and damage the carpet backing. Spray in the evening and let the carpet dry
overnight before walking on it. The effect should last for several weeks.
4. Remove hair-spray residue

Dried-on overspray from hair spray can be tough to remove from walls and
vanities, but even a buildup of residue is no match for a solution of 1 part liquid
fabric softener to 2 parts water. Stir to blend, pour into a spray bottle, spritz the
surface, and polish it with a dry cloth.
5. Clean now, not later
Clean glass tables, shower doors, and other hard surfaces, and repel dust with
liquid fabric softener. Mix 1 part softener into 4 parts water and store in a squirt
bottle, such as an empty dishwashing liquid bottle. Apply a little solution to a
clean cloth, wipe the surface, and then polish with a dry cloth.
6. Float away baked-on grime
Forget scrubbing. Instead, soak burned-on foods from casseroles with liquid
fabric softener. Fill the casserole with water; add a squirt of liquid fabric softener,
and soak for an hour, or until residue wipes easily away.
7. Keep paintbrushes pliable
After using a paintbrush, clean the bristles thoroughly and rinse them in a coffee
can full of water with a drop of liquid fabric softener mixed in. After rinsing, wipe
the bristles dry and store the brush as usual.
8. Untangle and condition hair
Liquid fabric softener diluted in water and applied after shampooing can
untangle and condition fine, flyaway hair, as well as curly, coarse hair.
Experiment with the amount of conditioner to match it to the texture of your hair,
using a weaker solution for fine hair and a stronger solution for coarse, curly
hair. Comb through your hair and rinse.
9. Remove hard-water stains
Hard-water stains on windows can be difficult to remove. To speed up the
process, dab full-strength liquid fabric softener onto the stains and let it soak for
10 minutes. Then wipe the softener and stain off the glass with a damp cloth and
rinse.
10. Make your own fabric softener sheets
Fabric softener sheets are convenient to use, but they're no bargain when
compared to the price of liquid softeners. You can make your own dryer sheets
and save money. Just moisten an old wash-cloth with 1 teaspoon liquid softener
and toss it into the dryer with your next load.
How to use Fabric softeners

1. Buy a plastic spray bottle and measure its capacity by filling it with water
and pouring it into a measuring cup.
2. Divide the number of ounces by four. If your spray bottle holds sixteen
ounces, measure out four ounces and pour into the spray bottle. With a
magic marker, draw a line where the water comes up on the spray bottle.
This becomes your fill line for the liquid fabric softener. Dump out the water.
3. Fill the spray bottle with the liquid fabric softener up to the fill line. Add
water and fill the spray bottle to the top. Shake thoroughly. The mixture is
one fourth liquid fabric softener to three fourths water.
4. Use a dedicated washcloth and squirt the washcloth with the liquid fabric
softener and water mixture. Spray the washcloth until it is damp. Toss the
washcloth into the dryer with the wet clothes and your laundry will come out
smelling fresh and feeling soft.
SELF-CHECK 5.1-4
Direction:
The candidate should answer the following questions:

1.What is the use of fabric softener?
2. Will you give some uses of fabric softener?
3. What other benefits you know in using fabric softeners?
ANSWER KEY 5.1-4
1. What is the use of fabric softener?
It softens or eliminates static cling, improves iron glide during ironing,

increased resistance to stains, and reduction of wrinkling.
2. Will you give some uses of fabric softener?

1. End clinging dust on your TV
2. Remove old wallpaper
3. Abolish carpet shock
4. Remove hair-spray residue
5. Clean now, not later
6. Float away baked-on grime
7. Keep paintbrushes pliable
8. Untangle and condition hair
9. Remove hard-water stains
3. What other benefits you know in using fabric softeners?
- It lessen time in ironing

INFORMATION SHEET 5.1- 5
Types of Fibers and Fabrics
Learning objectives: After reading the INFORMATION SHEET, YOU MUST be

able to:
1. Identify types of fibers and fabrics.
TYPES OF FIBERS AND FABRICS
Antique Satin - a satin with horizontal (weft) slubs which imitates spun
shantung silk. It is 60% rayon (the face yarn fiber) and the 40% of acetate (the
back yarn fiber). Often the warp and weft yarns are dyed with different colors to
give an iridescent effect.
Batik - is a dyeing method where the cloth is covered with wax designs. It is
dipped into vegetable dye that dyes the uncovered cloth without melting the wax.
The wax is removed with hot water after the design is finished.
Brocade - a multi-use formal, Jacquard woven fabric with intricate raised woven
designs resembling embroidery. It is often made with variety of thread colors
depicting complex patterns and scenes with a shiny finish. Background weave is
often satin. To the back of the fabric, the threads are not tied-down and are
carried as "floaters".
Brocatelle - a specific type of medium weight brocade utilizing four or more sets
of threads, equally for warp and weft. It has large patterns in high relief to appear
embroidered or puffy. It is woven finely for formal, refined and sophisticated wear.
Calico - similar to broadcloth, made of cotton or cotton/polyester and usually
printed in small "country" all-over with multi-colored floral patterns.
Canvas - medium to heavy weight cotton fabric woven closely in plain or twill
with relatively large threads. Available in variety of colors, stripes and few printed
designs. It is also referred as "duck" or "sailcloth". It has many uses.
Casement - a fabric for drapery either loose or tight, open or closed, plain or
novelty weave. Given color, pattern and interesting texture through tyed complex-
yarn arrangements and variations in weave. Usually it is semi-sheer, translucent
or opaque.
Cashmere - a soft fabric made of the wool grown beneath the outer hair of the
Cashmere goat in Tibet and the Kashmir province in India. It is popular because
of its softness.
Chambray - made of cotton or linen, a lightweight fabric in plain, balanced weave
using white threads across a colored wrap. Pronounced "sham-bray".
Chevron - a regular and repeated zigzag pattern formed by reversing the twill
weave. It is also known as herringbone.
Crepe - a light soft thin fabric with a crinkled surface. It is made from silk,
cotton, wool, or another fiber either in plain or satin weave.
Damask - a formal satin base Jacquard fabric of linen, cotton, silk, or wool with
reversible patterns. It is medium weight with variety in colors and patterns. Used
in decorative fabric situation.
Denim - a coarse twilled cloth, usually of cotton or cotton/polyester which is

practical and sturdy. Navy colored is used as jeans fabric and cream or white is
used as Drill.
Embroidery - a surface ornamentation made with a thread or set of threads sewn
onto a fabric.
Finish - a substance or the mixture of substances added to textile materials to
impart the desired properties.
Flannel - a fabric woven and then brushed to achieve a soft nap. It is made of
wool or a blend of wool and cotton or synthetics.
Flock - a material obtained by cutting or grinding textile fibers to fragments.
There are two types of flock, precision cut flock, all fiber lengths are
approximately equal and random cut flock, the fibers are ground or chopped to
produce a broad range of lengths.
Flocking - a method of ornamenting cloth with adhesive printed or coated on a
fabric. Finely chopped fibers are applied by dusting, air-blasting or electrostatic
attraction. The fibers adhere to the printed areas and it is removed manually from
the unprinted areas.
Herringbone - a regular zigzag pattern fabric with a novelty or complex twill
weave. It is woven or printed on light-weight to heavy-weight fabrics.
Houndstooth - a medium to heavy weight woven twill fabric designed with
continuous broken checks or four-pointed stars resembling projecting "tooth-like"
corners.
Jacquard - a weaving system which utilizes a versatile pattern mechanism to
permit the production of large and intricate patterns.
Lisserie - a fine Jacquard woven stripe which imitates silk and embroidery. The
different figures and colors in the pattern comes from the warp.
Matelasse' - a heavy-weight upholstery textile in Jacquard weave with double
sets of warps and wefts. The surface appears to be puffy or cushioned and is also
known as double cloth.
Mohair - a fabric obtained from yarn made from the silky hair of the Angora goat.
Nylon - a man-made fiber where the forming substance is a synthetic polyamide.

It exhibit excellent strength, flexibility, elasticity and abrasion resistance.
Ottoman - a heavy silk or rayon fabric with broad, round weft threads that
produce a horizontal rib. Used for coats and trimmings.
Peau de Soie - a soft and fine silk fabric of satin weave having ribbed or grained
appearance. It is a French term which literally means "skin of silk".
Pile fabric - a fabric with an extra warp or weft set, woven to produce a deep
surface texture like velvet, terry cloth, frieze or corduroy.
Pilling - fibers tendency to work loose from the fabric surface and form a balled
or matted particles attached to the surface of the fabric.
Plaid - a cloth having a crisscross design. The stripes in warp and weft directions
cross at intervals to form different colors in square or rectangular patterns. It
may be plain or twill weave.
Plisse' - a blistered or puckered finish given to a sheer, thin or light-weight fabric
with a caustic soda.
Polyester - a man-made fiber where the forming substance is any synthetic
polymer. It has high strength and are resistant to shrinking and stretching. It is
also wrinkle resistant.
Rayon - a man-made fiber basically composed of regenerated cellulose.
Rep, Repp - rib woven fabric (horizontal or vertical ribs) between poplin and
ottoman in rib size and weight. It is durable and medium to heavy-weight, Woven
from cotton, wool, or silk.
Satin - a basic type of weave with up to eight weft threads are tied down with one
floating weft thread. It is light to medium-weight with glossy face and a dull back.
Scrim - a durable, open weave sheer cotton fabric used for curtains or upholstery
lining or in industry.
Shantung dupioni - originally a spun silk fabric with slubs and forms interesting
textures. Today, shantung may be of natural or synthetic fibers. Fabrics imitating
shantung are antique satin and antique taffeta.
Suede cloth - a light or medium-weight synthetic knit or woven textile with
brushed nap imitating suede leather.
Tapestry - a Jacquard woven with multiple warps and wefts creating various
color patterns or scenes. Used as wall hangings for decoration or somtimes to
cover furniture.
Toile - a sheer fabric similar to muslin or percale in plain or twill weave obtained
from cotton or linen.
Tufted fabric - a pile fabric formed by tufting a yarn into a woven background.
Example, some upholstery fabrics and all tufted carpets.
Tweed - a coarse, rugged, and often nubby woolen fabric in plain balanced or
variation (originally twill) weave. Used as casual suits and coats.
Velour - a closely napped fabric with a soft, velvet-like texture, used for clothing
and upholstery. It includes some velvet, and all plush-pile surface cloths.
Velvet - a pile woven cotton, silk, and/or rayon fabric with a soft yet sturdy face.
Very much like plush but with a shorter pile. The underside is plain.
Vinyl - extruded polyvinyl chloride synthetic fabric flowed onto a knitted, woven,
or non-woven base cloth imitating leather. It is medium to heavy-weight
upholstery fabric.
Voile - a light, plain-weave, sheer transparent fabric with tightly twisted yarns
often having a stiff finish. Available in novelty effects like pique stripes, printed
patterns and stripes. It is obtained from cotton, rayon, silk, or wool and used
especially for making dresses and curtains.
GUIDES TO FIBERS AND FABRICS

Use this chart as a general guide to choose the right cleaning method for your
garments. Care varies based on colourfastness’, weight trimmings, lining, special
finishes, and fabric construction and always read and follow the manufacturer’s
care label recommendations first.
FIBERS AND FABRICS RIGHT CLEANING METHOD

1. Acetate synthetic Dry clean.
fiber
2. Acrylic Synthetic Machine wash knits in warm water gentle setting.
Fiber Roll in towel to absorb extra moisture, and dry
flat, or dry at low setting in a dryer. Dry clean
woven acrylic fabrics.
3. Blends fabrics or Follow care guidelines for more delicate or most
combined fibres prominent fibres in the blend.
cotton/polyester,
cotton/linen,
silk/polyester.
4. Canvass, heavy firm, Machine wash in cold water and tumble dry on low
tightly woven fabrics, setting. Dry clean if not colorfast.
originally cotton or linen
now also made of
synthetics or blends
5. Cashmere undercoat treats as wool and follows the care label
or hair of Cashmere
goat.
6. Sweaters Hand wash with care but it is best to dry clean
both knits and woven.
7. Chiffon thin, Hand wash as for silk.

transparent fabric,
usually silk, but can be
of synthetic fibers –
8. Corduroy Rigged-pile Turn inside out and use warm water dry normal
fabric that may be setting remove from dryer while slightly damp,
cotton, cotton polyester, smooth pockets and seams with hands. Hang until
or rayon dry.
9. Cotton Natural Woven and knitted into fabrics of many weight and
Vegetable Fiber texture. Hand wash warm water – use cold water
for bright color that may bleed. Dry at low setting.
Remove from dryer while damp. Iron damp with
hot iron.
10. Damask Jacquard- May be cotton, linen, silk, viscose weight fabrics,
weave fabric, see individual fiber listing – dry clean silk wool and
all heavier weight fabrics. Denim strong, heavy
twill-weave fabric, usually cotton, but can be a
cotton/synthetic blend- prone to shrinkage unless
purchased pre-shrunk. Machine-wash in warm
water. Traditional blue and other deep colors bleed
the first several washings, so wash separately, as
necessary dry all low setting to avoid shrinkage.
Iron while damp with a hot iron as needed.
11. Denim A coarse twilled cloth, usually of cotton or
cotton/polyester which is practical and sturdy.
Navy colored is used as jeans fabric and cream or
white is used as Drill.
12. Flannel Napped In plain or twill weave. Cotton and synthetic may
fabric be machine-wash dry at low setting and remove
while damp line dry. Wool should be dry clean.
13. Gabardine Firm, Closely woven twill fabric, originally and often
worsted wool, also made of cotton and synthetic,
fibers. Follow label directions or dry clean.
14. Lace Open work textile, may be cotton linen or
synthetic. Hand washed using a soap or detergent
for delicate fabrics. Avoid rubbing squeeze out
excess moisture, do not twist or wring. Shape by
hand and hang to air dry or dry flat, do not tumble
dry. Pin delicate lace to a cloth before washing.
15. Line natural flax Hand wash or machine wash in warm water
fiber light to heavy
weight fabric.
16. For heavy linens use a hot iron, for lighten weight linen blends and
linens treated for crease resistance use a lower
temperature, can also dry clean
17. Nylon synthetic Used in fabrics of different weight, sometimes
fiber, blended with other fibers when used alone it is
both dry-cleanable and machine wash, use warm
water. Tumble dry on low setting but can hang on
plastic hanger and drip or air dry. To avoid
permanent yellowing, keep away from sunlight for
direct heat.
18. Organdy Sheer, Hand wash starch so maintain characteristics
lightweight, plain weave crisp appearance from damp with hot iron. Can
cotton. also dry-clean.
19. Polyester strong Does not shrink or stretch. Wash in warm water.
synthetic fiber in fabrics Tumble dry and remove promptly to prevent
of various weight and wrinkles from at a low setting. If garment is
texture, or often blended pleated hand-washed and dip dry. If blended
with cotton and wool. follow guidelines for delicate fiber.
20. Ramie natural fiber Machine wash in warm water, tumble dry from
from ramie plant damp with hot iron. Can also dry-clean. Avoid
(similar to linen). Used excessive twisting
alone or blended often
withRayon
21. cotton. a generic term for a manmade fibres including
viscose and cuprammonium rayon. Some garment
labels identify the fabric as “rayon” some as
“viscose”. Follow label care instructions. Dry-clean
22. Satin fabric with a for best results.
Dry-clean silk and acetate. Wash cotton, nylon,
lustrous finish, and polyester satins following fibres guidelines.
traditionally silk, now
also acetate cotton,
nylon and polyester.
23. Seersucker fabric With puckered stripes woven in during the
manufacturing process. Usually cotton, but also
nylon, polyester and silk version. See fibres for
washing. Drip or tumble dry. Iron or low heat, if
24. Silk natural fibres If needed.
recommended, hand-washed plain weave crepe
from silkworm de chine, thin, lightweight, and medium-weight
kinds in lukewarm water with mild soap or
detergent or in cold water with special cold-water
with special cold detergent. Do not use chlorine
bleach. Rinse several times in cold water until no
trace of suds remains towel blot. Dry flat iron on
wrong side at warm (silk) setting if so labelled
some silks can be machine-washed. Follow label
directions correctly. Dry-clean heavier (suiting
weight) silks pleated silks, and those in dark
colors, which may bleed
25. Spandex Generic name for stretch fibres often added to
other fibres to give them elasticity. Machine-wash
in warm water on the delicate cycle (if exercise
wear, wash after each wearing to remove body oils,
which can cause deterioration). Do not use
chlorine bleach. Line dry, do not use dryer. Do not
iron
26. Terry cloth Towelling Fabric with looped pile made of cotton or cotton/polyesters.
Machine-wash in warm water. Tumble dry or line dry.
27. Tweed - a coarse, rugged, and often nubby woolen fabric in plain
balanced or variation (originally twill) weave. Used as casual
suits and coats. Dry Clean.
28. Velour Napped fabric, Originally wool, now also cotton, silk and synthetics. Dry-
clean unless manufacturer’s label indicate it can be washed.
Velvet soft pile fabric, originally silk, now usually rayon or
cotton. Dry clean.
29. Vinyl –extruded polyvinyl chloride synthetic fabric flowed onto
knitted, woven, or non-woven base cloth imitating leather. It
is medium to heavy-weight upholstery fabric. Follow
instructions carefully in washing.
30. Voile - a light, plain-weave, sheer transparent fabric with tightly
twisted yarns often having a stiff finish. Available in novelty
effects like pique stripes, printed patterns and stripes. It is
obtained from cotton, rayon, silk, or wool and used especially
for making dresses and curtains. Follow carefully wash
instruction
31. Wool Natural fibres made of sheep fleece. Hand-wash sweaters and
other knits in cold water with cold water detergent. Rinse
thoroughly squeeze, do not wring. Towel blot and dry flat,
machine washable wools are so labeled, follow instructions
carefully. Dry clean woven wools and heavy sweaters.
SELF-CHECK 5.1-5
Direction: Answer the following questions:
1. What are the fabrics that for dry cleaning?

2. What are fabrics that can be dry cleaning and for washing?
3. What is tumble dry?
4. What kind of fabric that cannot be process in extraction?
5. What is the importance of reading washing instruction of every fabric?
ANSWER KEY 5.1-5
1. Fabrics for dry cleaning

Silk
rayon
ramie
canvassetc.
2. For dry cleaning and washing
Wool,
organdy
flax
lace etc.
3. Tumble means to extract water from the fabric
4. Fabric that cannot be process in extraction
a. Spandex
5. Importance in reading instruction
 To know how to wash the fabric and to avoid damage of the fabric
INFORMATION SHEET 5.1- 6
Reading Textile label codes

Learning Objectives: After reading the information sheet, you must be able to;
1. Read and apply the textile label codes:
WASHING PROCESS
Very hot.
White cotton and linen
Maximum wash
articles. Without special finishes
Spin or wring.
Cotton articles with
Very Hot.
special finishes capable
Minimum wash
of being boiled but requiring drip-
Drip-dry.
drying
Cotton, linen or viscose articles
Hot. Maximum without special finishes where
wash. Spin or wring. colours are fast at 60°C
Hot. Medium wash. Cold

White nylon, white polyester/cotton
rinse, short spin
mixtures.
or drip-dry.
Hand-hot. Medium wash.
Coloured nylon, polyester, cotton
Cold rinse, short spin or
and viscose acrylic/cotton mixtures.
drip-dry.
Cotton, linen or viscose articles
Warm. Maximum wash. where colours are fast at 40°C but
Spin or wring. not at 60°C.
Acrylics, acetate and triacetate,

Warm. Minimum wash. including mixtures with wool,
Spin. Do not hand wring. polyester/wool blends.
Wool, including blankets and wool

Warm. Minimum wash.
mixtures with cotton or viscose, silk.
Spin. Do not hand wring
Cool. Minimum wash. Cold

Silk and printed acetate fabrics with
rinse, short spin. Do not
colours not fast at 40°C.
wring.
Articles which must not be machine-

HAND WASH
washed
If dry cleanable steaming or

prespotting may cause problems of
Do not wash
dye bleeding.
IRONING
HOT (200°C)
Cotton, Linen, Viscose
WARM (150°C)
Wool, Polyester mixtures.
COOL (110° C)
Acrylic, Nylon, Triacetate, Polyester.
Do not iron.
DRY CLEANING
Normal textiles dry cleanable in all solvents. Normally used for
dry cleaning
Normal textiles dry cleanable in perchloroethylene, white spirit,

Solvent R 113, Solvent 11.
Textiles sensitive to dry cleaning which may be cleaned with the

same solvents shown for P but with a strict limitation. Examples:
acrylic, velvet, unlimited woollens.
Normal textiles dry cleanable in white spirit. HCS and Solvent R

113.
Textiles sensitive to dry cleaning which may be cleaned with the

same solvents shown for F but with a strict limitation. Examples
glitter fabric.
Do not dry clean, be careful with spot removal. Example, pvc

coating: rubberized fabrics
CHLORINE BLEACHING
Chlorine bleaching is allowed
Do not use chlorine bleach
DRYING
Tumble dry Do not tumble dry.
SELF CHECK 5.1- 6
I. Identify the following washing, ironing, drying, and bleaching process
1. 2. 3. 4. 5.
6. 7. 8. 9. 10.
ANSWER KEY 5.1- 6

1. Do not tumble dry
2. Do not dry clean
3. Do not use chlorine bleach
4. Do not iron.
5. WARM (150°C)Wool, Polyester mixtures
6. Chlorine bleaching is allowed
7. Normal textiles dry cleanable in all solvents
8. HAND WASH
9. Do not wash
10. Hand-hot. Medium wash. Cold rinse, short spin or drip-dry.

Procedure in Sorting Laundry Items
Learning Objectives: After reading the INFORMATION SHEET, you must be able to;
1. Follow the procedure in sorting laundry items.
PROCEDURE:
Segregate Items by:
1. Color – separating white from colored items.
White clothes colored clothes
2. Classification – Segregate item by those dry-cleaning, for washing

and pressing, Wet from dry cleaning towels from bed sheets, etc.
Laundry job will be faster when items are pre-segregated before they are
processed.
For pressing
Linens towels wet dry cleaning
3. Extent of dirt separating the heavily soiled items from lightly soiled items
Heavily soiled clothes lightly soiled clothes

4. Check for damages and stains.
5. Check for valuables inside the garment, be sure to turn over them to your
supervisor.
6. Check for the special instructions indicated in the fabric.
SELF-CHECK 5.1-7
1. What is your basis in sorting clothes in laundry?
2.
ANSWER KEY 5.1-7
1. Color – separating white from colored items.

2. Classification – Segregate item by those dry-cleaning, for washing and
pressing, Wet from dry cleaning towels from bed sheets, etc. Laundry job
will be faster when items are pre-segregated before they are processed.
3. Extent of dirt separating the heavily soiled items from lightly soiled items
4. Damages and stains.
5. Check for the special instructions indicated in the fabric.
Laundering Method (Washing Machine)
Learning objectives: After reading the INFORMATION SHEET, you must be able
to;
1. Follow the procedure of laundering method of the different types of linen
and fabrics.
PROCEDURE:
1. Preparing to Wash
 Sort the clothes unto groups-whites, colourfast, none—colourfast,
delicate, lint free and wash according to the laundry guide.
 Clothes with worn patches or tears should first be mended. Empty
out all pockets and close all side fasteners. Treat bad stains prior
to washing.
2. Prior Washing
 Remove the plastic cover safety from spin basket.
 Check the wash timer knob in set to position “0” and that the drain
selector is set to “WASH RINSE.”
 Ensure that the drain hose is in its correct position (se illustration).
 Inlet power cord into power point and switch on
3. To Wash
 Place the wash load and detergent in the tub.
 Set the drain selector to “WASH RINSE”.
 Turn the water tap on fill the tub of the washing machine to the level
recommended in the Laundry Guide.
 Set the wash timer to the period recommended in the Laundry Guide.
Your machine will now wash for the period selected.
 When the wash period expires, set the drain selector to the drain
position to discharge the water.
Caution: Before rinsing, the wash load may be transferred to the spin basket.
To spin, dry for 1 min. (approx.) to remove excess suds (see Spin Drying).
4. To Rinse the Wash Tub
 Open the door spin inner of the spin basket, lift up the door spin
outer, then pull the catch forward and lift upward.
 Transfer either the pull wash load or portion to the spin basket
commencing with small articles. Ensure that the clothes are evenly
distributed.
 Place the removable cover safety over the load to be dried and push
lightly downward.
 Set the spin timer to the time recommended in Laundry Guide. The
spin basket will spin the time selected, and then stop (at Position “0”.
Caution: Ensure the spin basket completely stops before reaching in to
remove the wash load. Be especially careful of children.
 To remove or reposition clothes during spin dry cycle, open the outer
and the inner door spin. In case, the basket will automatically stop as
a brake is supplied when the door spin outer is opened. To restart,
close both lid. If required, reset the spin timer.
 If there is any abnormal vibrating during the spin drying, turn off the
spin timer and rearrange the clothes uniformly inside the spin basket.
5. Simultaneous Washing and Spin Drying
 Two motors are fitted to cover washing, spin drying. This arrangement
enables spin drying of previous wash load and wash of new load to be
simultaneously affected.
 To do this set the controls for both “WASH” and “SPIN” modes (see “To
Wash and Spin drying).
Laundry Guide
Type of Size of Water Degree of Water Wash Spin
Fabrics Wash Level Soiling Temp. Period Period
Load (Volume) Water
cycle
Fast Full half High Heavy Hot 5-10 3-5 mins.
Coloured, and less (app. 33L) Normal 50 C mins.
Cotton (app. Low Light (Max.)
and 26L)
Linens
Nylon Full half High Normal 4-5
and less (app. 33L) Warm 40 mins.
(app. Low Light C 2-3 2 mins.
26L) mins
Delicate Half & High Normal to Warm 40 2-3 1-2 mins.
Less (app. 33L) light C mins.
6. Emptying
 Set the drain selector knob to “Drain”
 The machine will now empty.
 Set the drain selector knob to “WASH, RINSE”
 Switch off the electricity at the power point.
JOB SHEET 5.1-1
Title: Laundering Method (Washing Machine)
Performance Objective: Given a wash load, you should be able to follow the
procedure of laundering method of the different types of linen and fabrics and
practice occupational health and safety in laundering.
Supplies and Materials: cleaning detergent, fabric conditioner, stain remover
Equipment: Washing machine with dryer or spinner
Steps and Procedures:

1. Sort the clothes unto groups-whites, colorfast, none—colorfast,
2. Clothes with worn or tears should first be mended.
3. Empty out all pockets and close all side fasteners.
4. Treat bad stains prior to washing.
5. Remove the plastic cover safety from spin basket.
6. Check the wash timer knob in set to position “0” and that the drain
7. Ensure that the drain hose is in its correct position (se illustration).
8. Inlet power cord into power point and switch on
9. Place the wash load and detergent in the tub.
10. Set the drain selector to “WASH RINSE”.
11. Turn the water tap to fill the tub of the washing machine to the
level recommended in the Laundry Guide.
12. Set the wash timer to the period recommended in the Laundry
Guide.
13. Set the drain selector to the drain position to discharge the water.
14. Transfer either the full wash load or portion to the spin basket
commencing with small articles.
15. Ensure that the clothes are evenly distributed.
16. Place the removable cover safety over the load to be dried and push
lightly downward.
17. Set the spin timer to the time recommended in Laundry Guide. The
spin basket will spin the time selected, and then stop at Position “0”.
18. Open the outer and the inner door spin. Removed the clothes from
the spinner and dry.
Assessment Method: Performance Criteria

JOB SHEET 5.1-8
Trainee’ Name: ______________________________________ Date: ____________________
CRITERIA YES NO
Did you………
1. Sort the clothes unto groups-whites, colorfast, none—colorfast,
2. Mend clothes with worn patches or tears?
3. Empty out all pockets and close all side fasteners?
4. Treat bad stains prior to washing?
5. Remove the plastic cover safety from spin basket?
6. Check the wash timer knob in set to position “0” and that the drain
7. Ensure that the drain hose is in its correct position?
8. Switch properly and safely the inlet power cord into outlet?
9. Place the wash load and detergent in the tub?
10. Set the drain selector to “WASH RINSE”.
11. Turn the water tap to fill the tub of the washing machine to the level
recommended in the Laundry Guide?
12. Set the wash timer to the period recommended in the Laundry
Guide?
13. Set the drain selector to the drain position to discharge
14. Transfer either the full wash load or portion to the spin basket
commencing with small articles?
15. Ensure that the clothes are evenly distributed?
16. Place the removable cover safety over the load to be dried and push
lightly downward?
17. Set the spin timer to the time recommended in Laundry Guide?
18. Open the outer and the inner door spin. Removed the clothes from
the spinner and dry?
Trainer: ________________________________________ Date: ________________________

TASK SHEET 5.1-2
Title: Darning
Performance Objective: Given a wash load with worn patches, you should be
able to patch.
Supplies and Materials: sewing kit and patches.
Equipment: Laundry cart, sorting shelves
Procedure:
1. Prepare tools and materials in sewing.
2. Check the color of the fabric.
3. Hem the torn part of the fabric
4. Use the same color of thread.
5. Use running stitch.

TASK SHEET 5.1-2
CRITERIA YES NO
Did you……
1. Prepare tools and materials in sewing.
2. Check the color of the fabric.
3. Hem the torn part of the fabric
4. Use the same color of thread
5. Use running stitch.
Trainer: ________________________________________ Date: ________________________

Learning Outcome #2
OBSERVE SAFETY PRACTICES IN HANDLING LAUNDRY EQUIPMENT AND CHEMICALS
CONTENTS:
1. Handling bleaching solutions and other laundry chemicals
Hygiene, health and safety issues of specific relevance to laundry operations
1. Items for laundering are checked for stains and stains are treated using the
correct process
2. Cleaning agents and chemicals are correctly used in accordance with
manufacturer’s instructions and specific laundry equipment.
CONDITION:
2. EQUIPMENTS
Sorting shelves
3. TOOLS
 pen and paper

 bleaching agent
 stain removing agent
 fabric softeners
 sanitizing agent
 All-purpose cleaning agent
detergents (liquid, powder)
ASSESMENT METHOD:
 Observation
 Interview
 Demonstration
Learning Outcome 2: OBSERVE SAFETY PRACTICES IN HANDLING

LAUNDRY
EQUIPMENT AND CHEMICALS

Read information sheets 5.2-1 on If you have some problem on the
Health and safety to Laundry content of the information sheet, don’t
module.
Answer self Check 5.2-1 Compare answer with the answer key
Read the information sheet 5.2-2 If you have some problem on the
on safe handling of laundry Chemicals content of the information sheet, don’t
module.
Answer self check 5.2.2 Compare answer with the answer key
HEALTH AND SAFETY TO LAUNDRY AREA

to;
1. Practice safety in the laundry area.
2. Practice safety in operating the machine
General Laundry Safety
Wherever you install your washer and dryer - whether it's in the basement or
another room - make sure you install a smoke alarm as well. Like all major
appliances, your washer and dryer should be properly grounded. Ensure you
have the proper sized fuse or breaker switch installed. Washing means water, of
course, and if not already in place, you should install an outlet with a ground
fault circuit interrupter.
If your laundry room shares the basement with the furnace, avoid hanging
clothes, or storing laundry products, such as bleach near the furnace where they
can create fire. Water, electrical appliances, tight spaces are all present dangers
to children, so make the laundry room off limits as a play area. Also, the iron
should also be kept out of reach of children - young tots can pull on the cord and
pull a heavy iron down on themselves causing injury. When finished ironing,
unplug the iron, and never leave a hot iron unattended.
And, watch your step while carrying laundry, especially if you have to take the
stairs. It's better to take two small loads so you can see where you're going over
the top of the laundry basket and avoid tripping. It's also not a good idea to locate
the laundry hamper or basket on the stairs.
Preventive Maintenance in the laundry area
The benefits of preventive maintenance are far too often overlooked. By creating a
preventive maintenance schedule and sticking with it, laundry managers can
increase their department's efficiency, reduce the risk of injury and illness,
minimize unscheduled interruptions, and prevent larger and more costly repairs.
Included on the dryer maintenance schedule should be steps to ensure that the
equipment has unrestricted airflow. Although workers may clean the lint screen
several times a day, it is equally important that the dryers' entire exhaust ducts
be inspected at least once a month. A restricted exhaust duct from lint reduces
airflow and increases the chances of creating an unsafe condition. Vacuuming
behind the tumbler every six months is also recommended.
As for washers, after every 200 hours of use the bearings and seals should be
lubricated with manufacturer-recommended grease. Washers should be examined
for leaks daily. Besides watching for the obvious puddle on the floor, someone
from the maintenance staff should inspect the hoses for water and chemical
leaks. If leaks are found, the equipment shouldn't be used until a service
technician repairs them. At least every three months, maintenance should also
check the washers' belt condition, clean the water-inlet screens, and inspect
anchor bolts.
In addition to implementing and posting a preventive maintenance checklist,
clear directions for operating conditions should be posted, such as proper start-
up and shutdown procedures.
Safe Operation of Equipment
To avoid injury while using laundry room equipment there are certain things to
look for and others to avoid. The following is a list of some general operating tips:
Carefully read safety labels and instructions on all laundry equipment. Post
safety instructions near each machine for easy reference.
Regularly run safety tests. For example, check the door interlock on washer-
extractors. When testing the door interlock, attempt to start the machine with the
door open, close the door and, without locking it, attempt to start the machine. If
the equipment starts during either of these tests, contact your service technician.
Also, try opening the door during the wash cycle. The door should stay locked. If
it doesn't, immediately disconnect the equipment from its power source so it
cannot be operated, and contact your service technician.
Safety first for on-premise laundries: following these good-sense safety

guidelines
Perform similar safety checks on tumblers. Try opening the door during the dry
cycle. The machine should stop when the door is opened.
Pay attention to your surroundings. Never, under any circumstance, operate your
washer-extractor if there is high water on the laundry room floor or if the
machine is not connected to a properly grounded circuit.
Examine the floor for cracking. The concrete foundation must be of sufficient
strength and thickness to handle the floor loads generated by the high extraction
speeds. If cracking is severe, the floor needs to be reinforced with new concrete.
Provide sufficient space to move between pieces of equipment and for the
performance of service procedures and routine preventive maintenance.
Use machines only for their intended purposes. For example, to reduce the risk of
fire, don't put plastics, articles containing foam rubber, rags contaminated with
gasoline or other flammable solvents, or mop heads into the dryer.
Do not defeat machine safety features. Washer-extractors and tumblers are

constructed with numerous safety features, such as washer door lock protection
and a dryer airflow safety switch. By intentionally overriding these features, you
create an unsafe condition.
Cut off the power when there is a problem with a machine or a jam in a flatwork
finisher. Don't just turn off the machine, but turn off the power at the power
source.
Check emergency switches and devices weekly to ensure that they are working
properly.
Remove hot laundry from a tumbler immediately after cycle completion. Never
leave a hot load sitting in a tumbler or a laundry cart unattended.
Throw out rags. If you have rags that have been used to clean up or apply a
chemical, don't wash or dry them. For safety reasons it's best to throw them out.
Ergonomics and the Laundry Room
A large issue coming to light is the study of ergonomics. Defined as the science of
fitting the job to the worker, ergonomics is extremely important in the laundry
room. Because of the repetitive movements of bending and reaching, employees
can experience back strain if they are not properly trained in proper techniques.
And, in terms of the amount of lost work time, back strain comes in a close
second to the common cold for days missed.
To prevent physical injuries on the job, the Occupational Safety and Health
Administration (OSHA) suggests training employees on proper lifting; posting
signs that demonstrate proper lifting technique; reducing the size and weight of
the items being lifted; and installing mechanical aids when possible. It is also
recommended that equipment height be adjusted to proper levels. For example,
the work level of carts and bins should be raised to approximately workers' waist
level. If the stationary laundry equipment is too high, platforms should be
provided for employees to stand on for easier reaching.
When laundry staffs are washing large items, such as sheets, these items should
be loaded individually by bunching each sheet accordion style. This will prevent
the sheets from tangling and will make them easier to remove from the washer.
SELF CHECK 5.2.1
I. TRUE OR FALSE: Write true if the statement is true, and false if the
statement is wrong.
1. Ergonomics is the science of fitting the job to the worker.
2. Use machines only for their intended purposes
3. Do not read safety labels and instructions on all laundry
equipment.
4. Post safety instructions near each machine for easy reference.
5. Washer and dryer should not properly grounded.
6. Cut off the power when there is a problem with a machine or a
jam in a flatwork finisher.
7. Don't just turn off the machine, but turn off the power at the
power source.
8. Check emergency switches and devices weekly to ensure that they
are working properly.
9. Operate your washer-extractor if there is high water on the
laundry room floor.
10. If you have rags that have been used to clean up or apply a
chemical, wash or dry them for next use.
ANSWER KEY 5.2-1
1. True
2. True
3. False
4. True
5. False
6. True
7. True
8. True
9. False
10. False
Safe Handling of Laundry Chemicals
Learning Objectives: After reading the INFORMATION SHEET you must be able
to;
1. Use laundry chemicals properly.
What Is Bleach and How Does It Work?
Bleach is a chemical that can remove or lighten color, usually via oxidation.
Types of Bleach
There are several types of bleach. Chlorine bleach usually contains sodium
hypochlorite. Oxygen bleach contains hydrogen peroxide or a peroxide-releasing
compound such as sodium perborate or sodium percarbonate. Bleaching powder
is calcium hypochlorite. Other bleaching agents include sodium persulfate,
sodium perphosphate, sodium persilicate, their ammonium, potassium and
lithium analogs, calcium peroxide, zinc peroxide, sodium peroxide, carbamide
peroxide, chlorine dioxide, bromate, and organic peroxides (e.g., benzoyl
peroxide).
While most bleaches are oxidizing agents, other processes can be used to remove
color. For example, sodium dithionite is a powerful reducing agent that can be
used as a bleach.
How Bleach Works
An oxidizing bleach works by breaking the chemical bonds of a chromophore

(part of a molecule that has color). This changes the molecule so that it either has
no color or else reflects color outside the visible spectrum.
A reducing bleach works by changing the double bonds of a chromophore into
single bonds. This alters the optical properties of the molecule, making it
colorless.
In addition to chemicals, energy can disrupt chemical bonds to bleach out color.
For example, the high energy photons in sunlight (e.g., ultraviolet rays) can
disrupt the bonds in chromophores to decolorize them.
One specific place where you should definitely avoid using bleach
If you bought decking or other outdoor wood products more than a few years ago
you should be aware that your purchase may contain CCA which is a dangerous
chemical which becomes even more dangerous when combined with bleach. CCA
is a type of arsenic and it combines with bleach to from highly toxic chromium
and arsenic compounds. Most of these CCA-treated products were taken off the
market in the US by 2003 but of course many people still have such things in
their backyards.
If you have any concerns that you family may be exposed to such products then
be especially careful not to use bleach or deck brighteners on them.
Also, if toddlers and young children are to play on such decking always lay down
matting. Even without added bleach these products are hazardous!
Other places to avoid bleach
Avoid using bleach in close quarters such as cupboards and other small spaces
where the smell and fumes may be concentrated by lack of air movement. If you
feel that you must use it, wear a face mask and dilute the product adequately.
Air rooms well after bleach has been used to dispel fumes.
Never ever use bleach with other products in an experimental way! The risk of
hazardous fumes is too great. Use bleach in dilution according to the
manufacturer’s instructions.
People who have asthma or other breathing problems should be especially careful
about using bleach.
Be very careful of bleach splashes. Bleach is a powerful corrosive. If any should
get into your eye, irrigate it liberally with water for 15 minutes or so and get
medical help.
Get out in the fresh air after exposing yourself to bleach fumes and if you have
any doubt about effects upon your health consult a doctor.
Use bleach if you feel it is necessary. Dilute it 1 part in 10 parts water for a
reasonably safe cleaning agent. If you do use it undiluted, keep it at arms length
and irrigate it with plenty of water as soon as it has done its work. People who
have heart or lung conditions should be especially careful.
The real hazard of chlorine bleach
The real problem is the industrial use of chlorine bleach, as used in many, many
products. Manufacturers of conventional nappies, toilet paper and many other
paper and fabric products use industrial bleaching methods during production
which are very harmful to the environment. This is because large quantities of
bleach are acting in an acid environment.
The oxygen bleaches are chemically different from standard bleach and they are
generally safer, too.
Vinegar and bleach and other bleach safety facts
So how safe is vinegar and bleach? Is this potent combination a useful mix for
household use?
Vinegar and bleach is not a safe mixture - in fact you really should not mix
bleach with anything (except water).
Here are a few key facts about bleach and safety, starting with the idea of mixing
vinegar with bleach to make a more powerful disinfectant.
Why would people want to mix vinegar and bleach?
There is evidence that vinegar lowers the acidity of diluted bleach, making it a
more potent bactericide. Diluted household bleach has a pH which is quite high
(i.e it is quite alkaline). Adding vinegar lowers it and makes the bleach a more
effective killer of bacteria.
Is this mixing of vinegar and bleach safe or necessary?
The short answer is "No!".

For domestic use the dangers are too great. When acids are mixed with bleach
chlorine gas is given off. This is quite toxic and can be a considerable health risk.
Vinegar is a fairly potent bactericide in its own right. If you feel the need to use
bleach too, then separate them out. Use bleach in small quantities, diluted in
water to top up your cleaning programme.
Vinegar and bleach is only an option in emergency situations and is best left to
professionals.
So how dangerous is bleach - for us and for the environment?
Chlorine bleach is mainly sodium hypochlorite. This is the common household

bleach with the classic smell of swimming pools! It's the kind you generally find in
liquid or gel form in supermarkets. You can also buy it as a dry powder.
It is a useful household cleaner as it dissolves and dirt and whitens and brightens
things too. It is not generally very suitable for fabrics as it may destroy them,
especially if the concentration is too strong.
A huge quantity of this stuff is flushed down sinks and toilets everyday which you
might think was a hazardous thing to do.
Some might say the jury is still out but the likely truth is that most chlorine
bleach products will break down harmlessly into salts and water.
For dangerous compounds such as dioxins to be produced you need a much
more acid environment.
The real hazard of chlorine bleach
The real problem is the industrial use of chlorine bleach, as used in many, many
products. Manufacturers of conventional nappies, toilet paper and many other
paper and fabric products use industrial bleaching methods during production
which are very harmful to the environment. This is because large quantities of
bleach are acting in an acid environment.
The oxygen bleaches are chemically different from standard bleach and they are
generally safer, too.
What about the manufacture of chlorine bleach?
The making of chlorine bleach can pose a significant hazard. Chlorox, a chemical
company which makes a popular bleach product in the US experienced an
accidental spill in the 1970s which caused them to review their transportation
arrangements. Workers in chemical plants may also be adversely affected by the
continual exposure to fumes.
Chemical Safety Data: Sodium hypochlorite solution

Common
Clorox, liquid bleach
synonyms
Formula NaClO (in water)
Form: colourless liquid with a strong odour

Physical Stability: Unstable: light and heat sensitive; readily
properties decomposes on heating to around 40 C
Specific gravity: approximately 1.21
*** Sodium hypochlorite is corrosive and can cause burns to

skin and eyes.
*** The liquid is harmful if swallowed and in contact with the
skin. The fumes are harmful if inhaled.
*** If acid is added to sodium hypochlorite solution, chlorine
gas (poisonous!) is released. Since bleach may be deliberately
or inadvertently added to other cleaning agents in use - some
of which are acidic - this is a common way in which people
Principal may be exposed to chlorine.
hazards *** The solution is unstable, gradually decomposing over time
to release both dissolved and gaseous products. Consequently,
pressure may build up in sealed containers, so solutions in
storage should be allowed to vent the products of
decomposition.
*** Sodium hypochlorite is a fairly strong oxidizing agent, so
reacts vigorously with many reducing agents. Products of the
reaction with amines and ammonia may be both toxic and
explosive.
Wear safety glasses. Work in a well ventilated area. Do not add

Safe handling the liquid to a known acid, or to any material which may
possibly be acidic.
Eye contact: Immediately flush the eye with water. If irritation

persists, call for medical help.
Emergency Skin contact: Wash off with soap and water. If the skin is left
red or inflamed, seek medical aid.
If swallowed: Call for medical help.
Small amounts of liquid may be disposed of down the sink

unless local rules prohibit this. When discarding down the
Disposal
sink, ensure that plenty of water is used to thoroughly flush
away this material.
Protective
Safety glasses, hand gloves, apron
equipment
SELF CHECK 5.2-2
TRUE OR FALSE.
Direction: Write true if the statement is correct and false if the statement is not
correct.
1. Air rooms well before using bleach to dispel fumes

2. People who have asthma or other breathing problems should be especially
careful about using bleach.
3. Dilute it 10 parts in 1 parts water for a reasonably safe cleaning agent.
4. You can touch in bare hands the bleaches.
5. The oxygen bleaches are chemically different from standard bleach and
they are generally safer.
6. Sodium hypochlorite is corrosive and can cause burns to skin and eyes.
7. Work in a well-ventilated area when using bleach
8. Small amounts of liquid may be disposed of down anywhere.
9. Not all bleaches are poisonous
10. Safety glasses is not a requirement when using bleach.
ANSWER KEY 5.2-2
1. False
2. True
3. False
4. False
5. True
6. True
7. True
8. False
9. False
10. False
LEARNING OUTCOME # 3
FOLLOW CORRECT PROCEDURE IN LAUNDERING PROCESS FOR GUEST’S

LAUNDRY ITEMS
CONTENTS:
1. Principles and procedures in laundering clothes and linens
2. Principles and procedures in treating stains based on nature of stain
and type of fabric and fiber
3. Principles in drying clothes and linens
4. Principles and procedures in ironing and pressing clothes and linens
5. Types of ironing equipment, tools and materials and their proper
usage
6. Types of hangers and their uses
7. Folding methods and techniques
1. Laundry methods are correctly selected in accordance with textile
labeling codes and based on:
a. type of fabric and fiber
b. dye fastness
c. amount of soilage
d. washing instructions
2. Items for laundering are checked for stains and stains are treated using
the correct process
3. Cleaning agents and chemicals are correctly used in accordance with
manufacturer’s instructions and specific laundry equipment
4. Laundry equipment is operated in accordance with manufacturer’s
instructions
5. Items are checked after laundering process to ensure quality cleaning
6. Any damage arising from laundering process is recorded and appropriate
person(s) is/are notified in accordance with establishment procedures
7. Pressing and finishing processes are correctly completed in accordance
with textile characteristics and client requirements
CONDITION:
2. EQUIPMENTS
washing machine
drying machine
dry-cleaning machine
flat iron
steam pressers
ironing board
sorting shelves
3. TOOLS
labeller
hangers
laundry baskets
wash basin
bucket
water hose
Operating manuals
brochures
pen and paper
bleaching agent
stain removing agent
fabric softeners
sanitizing agent
All purpose cleaning
agent
detergents (liquid,
powder)
report forms
ASSESSMENT METHOD:
Observation
Interview
Written examination
Learning Outcome 3: FOLLOW CORRECT PROCEDURE IN LAUNDERING

PROCESS FOR GUEST’S LAUNDRY ITEMS

If you have some problem on the content of
 Read information sheets
the information sheet, don’t hesitate to
5.3-1
approach your trainer.
Principles and If you feel that you are now knowledgeable on
Procedures in the content of the information sheet, you can
Laundering Clothes now answer self check provided in the
Linen and Fabrics module.
Compare answer with the answer key
 Answer self check 5.3.1
 Perform job sheet 5.3-1

activities
Read the information If you have some problem on the content of
sheet 5.3-2 on the information sheet, don’t hesitate to
Cleaning a Washing Machine approach your trainer.
If you feel that you are now knowledgeable on
the content of the information sheet, you can
now answer self check provided in the
module.
 Answer self check 5.3-2 Compare answer using answer key

activities
 Read the information
sheet 5.3-3
Kinds od Stains and How
to treat them
module.
Compare your answer to the answer key
sheet 5.3-4
Principles and procedure
in Drying clothes
module.
activities
5.3-5
Ironing and Pressing
Clothes
module.
activities
sheets 5.3-6 on types of
hangers and their uses
module.
 Answer Self Check 5.3-6
5.3-7 on Folding methods
and techniques ( Long
sleeves)
module.
activities
5.3-8
Folding methods and
techniques (shirts)
module.
activities
5.3-9
How to Iron a Pair of
Pants
module.
activities
FOLLOW CORRECT PROCEDURE IN LAUNDERING PROCESS FOR GUEST’S LAUNDRY ITEMS
CLEANING A WASHING MACHINE

Learning Objective: After reading the INFORMATION SHEET, you must be
able to;
1. Follow the procedure in cleaning the washing machine.
What You Will Need

* Lemon Juice, Lime Juice or Vinegar
* Borax
* Spray Cleaner
* Paper Towels
* Q-tips
* Bucket
* Vacuum with hose attachment
Important Safety Tip: Before attempting to clean your washing machine, it is

important to UNPLUG YOUR MACHINE. NEVER attempt to clean your washing
machine when it is still plugged in as you run the risk of electrocution!
Cleaning the Washing Machine:
Procedure:
1. Start by using the spray cleaner and paper towels to wipe down the top,
front, and sides of the washing machine. This step alone makes a big difference in
the appearance of your machine.
2. Next, we will work on cleaning out the inside of the machine.
3. Spray some cleaner onto a couple of paper towels and use it to wipe down
the underside of the lid, and under the lip of the washer.
4. Now it’s time to clean the basin of the washer. Fortunately, the machine will
do most of the work for you. You will need to run several cycles to get the
machine completely clean.
5. Begin by filling the washing machine using the hot water and largest load
setting.
6. Add 2 cups of lemon or lime juice if you have rust problems or 2 cups of
vinegar for odor problems. If you have both problems, run a cycle of each.
7. Allow the washing machine to run through a complete wash and rinse cycle.
8. Fill the washer a second time with hot water on the largest load setting.
9. Add 2 cups of bleach to the water. This will aid in stain removal.
10. Allow the washing machine to run through a complete wash and rinse
cycle.
11. If all of the stains are removed, run an additional cycle without adding
anything to the water. This will allow any remaining residue to be rinsed
away thoroughly.
12. Remove the bleach dispenser and fabric softener dispenser and soak them
in a bucket of warm water.
13. When they have soaked long enough to loosen most of the build-up, remove
them from the water and lay them on a paper towel.
14. Spray them with the spray cleaner and wipe away any dirt using the paper
towels. Use Q-tips to remove dirt from corners and tight areas.
15. Dry the dispensers and return them to their original places in the machine.
16. Use the vacuum with the hose attachment to vacuum all around and under
the washing machine. A large amount of dust tends to accumulate behind
the washer and dryer, so take extra care in vacuuming all the dirt away,
especially from cords and electrical outlet areas. This not only makes it
cleaner, it helps to alleviate a possible fire hazard.
17. This is a good time to check the hoses and make sure they are securely
attached. If not, you may be mopping the floor soon too!
Additional Tips and Advice:

* If you have stubborn stains on the inside of your machine, there are cleaning
products designed for washing machines that are available at most
hardware and home improvement stores.
* If your clothes have picked up the odor from your machine, wash them with
a cup of borax.
* Front loading washers tend get a build-up over time that leads to unpleasant
odors. There are natural cleaners available to remove the fungus and get
rid of the odor. However, to keep it away, you may need to change your
detergent and/or fabric softener.
TASK SHEET 5.3-2
Title: Cleaning a Washing Machine
Performance Objective: Given a washing machine you must be able to clean
the machine following safety procedures.
Supplies and Materials: Lemon Juice, Lime Juice or Vinegar, Borax, Spray
Cleaner, Paper Towels
1. Start by using the spray cleaner and paper towels to wipe down the top,
front, and sides of the washing machine.
2. Next, Spray some cleaner onto a couple of paper towels and use it to wipe
down the underside of the lid, and under the lip of the washer.
4. Fill the washing machine with hot water.
6. Add 2 cups of lemon or lime juice if you have rust problems or 2 cups of
vinegar for odor problems. If you have both problems, run a cycle of
each.
cycle.
8. Fill the washer a second time with hot water on the largest load setting.
9. Add 2 cups of bleach to the water. This will aid in stain removal.
cycle.
11. Remove the bleach dispenser and fabric softener dispenser and soak
them in a bucket of warm water.
13. Remove them from the water and lay them on a paper towel.
14. Spray them with the spray cleaner and wipe away any dirt using the
paper towels.
15. Dry the dispensers and return them to their original places in the
machine.
16. Check the hoses and make sure they are securely attached.

TASK SHEET 5.3-2
CRITERIA YES NO
Did you……
1. Clean the machine and free from stains, odor, and rusts?
2. Follow the procedure in cleaning the washing machine.
3. Practice occupational health and safety in cleaning the

washing machine.
Trainer: ________________________________________ Date: ________________________

Kinds of Stains and how to treat them
Learning Objectives: After reading the INFORMATION SHEETS, you must be

able to;
1. Identify kinds of stains.
2. Discuss the correct process in treating different kinds of stains.
STAIN THAT NEEDS SPECIAL PROCEDURE IN REMOVING
Acids Act quickly so that acid cannot damage the cloth. Sprinkle the stain with
baking soda, dampen with water and allow to stand till bubbling stops. Rinse well
in warm water. Alternatively, hold the dampened stain over an open bottle of
household ammonia so that the fumes can neutralize the acid. Rinse well.
Adhesive Tape Sponge or soak the dry fabric stain with a suitable laundry pre-
soak (spot stain remover) or in a grease solvent or kerosene. Kerosene will make
the cloth oily, so if used, must be followed by washing in warm soapy water.
Alcohol Always treat these as soon as possible. Often stains are almost
colourless at first, but turn brown on standing, washing and ironing. Fresh stains
can be removed by sponging several times with warm water. If there is any mark
left, pour glycerine on the dampened stain, rub lightly between the hands and
leave for half an hour. Rinse in warm water.
More stubborn stains may be sponged on dry fabric with equal quantities of
methylated spirits (wood alcohol) and ammonia (test on colours first) or laundry
pre-soak (spot stain remover). Rinse well in warm water. If any stain is left on
white material, a laundry bleach may be used. Choose and use your bleach
according to instructions given earlier.
Alkalis Alkalis, such as washing soda and ammonia, or cuticle remover, may
destroy colour and rot material. Rinse at once in equal quantities of vinegar and
water. Rinse well in warm water. If colour has been affected this cannot be
corrected.
Baby Oil Rub some dishwash liquid into the stain, leave for 10-15 minutes, then
hot wash (60-65°C) using your normal laundry detergent. If any stain remains,
repeat the process. For unwashable fabrics or articles, see under Butter.
Bleach Treat immediately in copious amounts of cold water. For chlorine bleach,
add 1 Tbsp. vinegar in each 600 mls water. If the colour has been removed by the
bleach, it cannot readily be restored, but try holding in fumes from an open bottle
of ammonia.
Blood
If fresh, sponge with cool salted water (1tsp : 600 ml water) and rinse with clear
water.
Should stain persist, soak in a diaper wash/sanitiser from the supermarket that
contains sodium percarbonate - read the diaper wash/sanitiser label for the
chemical make-up of the product (may state sodium carbonate peroxohydrate or
oxygenated bleach). Sodium percarbonate is derived from a manufacturing
process of concentrated solutions of sodium carbonate and hydrogen peroxide
(sodium carbonate peroxohydrate) therefore you could try using the hydrogen
peroxide suggestion first. Or you can try any of the following suggestions, and
they are in no particular order...
o Dilute hydrogen peroxide (1 part : 9 parts water). Purchase the
strongest solution available from a pharmacy - usually "20 Volume".
Rinse well.
o Sponge with a 10% solution of Oxalic Acid, warmed to about 45°C.
Rinse well.
o Sponge with dilute ammonia (1 Tsp. : 600 ml). Rinse well.
o For thick or unwashable articles, e.g. mattresses, carpets, sprinkle
with pepsin powder (from your pharmacy), or spread with a thick
paste of raw starch and water, leave to dry, then brush off. Repeat if
necessary.
Blue Rinse fresh marks in cold water. Soak any more difficult stains in a solution
1 Tbsp. vinegar in 1,200 ml of warm water. Wash as usual.
Boot Polish Sponge with a laundry pre-soak (spot stain remover) or with dry
cleaning fluid.
Butter, Cream & Fatty Stains Wash in warm sudsy water if a washable fabric.
If not, sponge dry fabric with a grease solvent, e.g. laundry pre-soak (spot stain
remover) or dry cleaning fluid.
On upholstery and carpets, use the absorbent powder treatment, followed by a
shampoo with liquid detergent, such as a Carpet/Rug Shampoo, a good quality
laundry liquid or Quilt/Wool Wash. Avoid wetting backing of carpet or fabric, or
discoloration occurs. Do not use grease solvents, e.g. dry cleaning fluid, on
carpets or fabrics with rubberized backing.
On wallpaper, scrape off as much as possible, then use warm iron and absorbent
paper. Treat remaining stain with paste of corn flour and a grease solvent. Allow
to dry, brush off, and repeat if necessary.
Crayons Treat as for Candle wax. If on wallpaper, after scraping cover with
blotting or brown paper, iron with warm iron, shifting paper repeatedly. Final
traces may be covered with a paste of cornflour and cleaning fluid. Allow to dry,
brush off and repeat if necessary.
Candle Wax Candle wax and chewing gum can be effectively removed by placing
the object that has been stained into a freezer until the staining agent is quite
hard, and brittle, then the material can be literally shattered off the object that
has been stained.
...then treat any residue as follows: place the stain between clean, white blotters
and press with a warm iron, changing the blotter as it becomes soiled. Then
sponge with dry cleaning fluid or a laundry pre-soak (spot stain remover).
In the case of coloured wax there may still be a colour stain. Sponge with a liquid
made by adding ½ c of methylated spirits (wood alcohol) to ½ c water.
Carbon Paper & Transfers On washable fabrics heavy suds of soap and water
are usually successful. Otherwise, sponge over a pad with methylated spirits
(wood alcohol), following with a cold water sponge.
Chewing Gum Scrape away as much as possible first. Rubbing the stain with ice
will harden the gum and make this easier, especially on rugs and other heavy
materials.
If the material is washable, soak in kerosene and wash in hot soapy water. For
unwashable articles, use dry cleaning fluid. Several applications may be
necessary.
Chocolate & Cocoa First scrape off as much as possible with a dull knife. Hot
soapy water will then remove fresh stains from washable articles. If a brown stain
remains, soak in a solution of a diaper wash/sanitiser container sodium
percarbonate followed by a good rinse in warm water.
For unwashable materials, sponge with dry cleaning fluid. Allow to dry. Repeat as
necessary with a clean portion of pad beneath. If any mark remains, sponge with
equal quantities of methylated spirits (wood alcohol) and household ammonia
(test on colours first). Follow with warm water. A spray-on dry cleaner may be
used.
Cod Liver Oil Fresh cod liver oil stains can be removed successfully, but old
stains set by washing and ironing are almost impossible to remove, even with
bleach. Wash very fresh stains in warm water and a good quality laundry liquid
or any one of the concentrated Laundry Powders available, applying a little neat
liquid detergent to the stain.
Stubborn stains on all fabrics respond to soaking in a diaper wash/sanitiser
container sodium percarbonate. Wash as usual.
Coffee & Tea Remove fresh stains from cotton and linen materials by first
rinsing in warm water then pouring boiling water from a height of 2 - 3 feet onto
the stain. Follow by washing in soapy water. If a trace remains, bleach in the sun,
or with a diaper wash/sanitiser container sodium percarbonate. Tea stains on
cottons and linens can also be removed by soaking in borax and water (1 Tbsp.
borax in 1 c of warm water).
Stains on wool and silk or any fabric may be sponged with lukewarm water, then
apply glycerine, rubbing lightly between the hands. Let stand for half an hour.
Rinse with warm water. If a grease spot remains from cream, sponge with dry
cleaning fluid.
Correction Fluid Purchase some Spray & Wipe from your supermarket, and use
concentrated on the stain. Most Spray & Wipe formula’s contain a solvent which
will dissolve the liquid paper. OR Try a little gasoline on the stain, with some good
absorbent paper or old cloth behind it. Then use some dishwash liquid or a good
quality laundry liquid to wash out the gasoline. OR Purchase some xylene, or
toluene, these are some of the solvents used in making the stuff. Use as if using
the gasoline. These are stocked by gasoline companies and you may be able to
request a small sample. Always test an inconspicuous piece of material before
proceeding.
Deodorants & Antiperspirants Sponge dry fabric stain thoroughly with a
laundry pre-soak (spot stain remover) and warm water. Rinse. If some stain
remains, use a chlorinated laundry bleach or a diaper wash/sanitiser container
sodium percarbonate. Antiperspirants may cause fabric damage and colour
damage in some dyes. Colour may be restored by sponging with ammonia. Dilute
ammonia with an equal volume of water for use on wool or silk. Rinse well.
Dyes & Running Colours These are difficult to remove and no one treatment is
successful in all cases. Immediate copious rinsing in tepid water, forcing the
water through the stain, is sometimes effective.
Washing and sunning will gradually bring results in some cases. Equal parts of
methylated spirits (wood alcohol) and ammonia may also succeed. White fabrics
may be bleached. Use chlorinated laundry bleach or a diaper wash/sanitizer
container sodium per carbonate for linens and untreated cottons, hydrogen
peroxide for silk, wool and delicate fabrics.
Dye – Setting Common household salt can be used to "Set Dyes" at a rate of
quarter to half a cup per wash tub load. Leave to soak half an hour, rinse, then
hang to dry. Salt is a common additive to Laundry Powder formulations. Among
it's many uses, salt minimizes the risk of "running dyes" when laundering
garments.
Egg Scrape away as much as possible. Sponge with lukewarm water. Never use
hot water, as heat hardens the stain. If this does not succeed, spread the stain
with a paste of cream of tartar and water, adding a crushed aspirin to the paste.
Leave for 20 - 30 minutes. Rinse well in warm water. OR use a diaper
wash/sanitizer container sodium percarbonate.
Fruit Juices & Berries Fresh stains are easy to remove, but once dry, they are
very obstinate. Treat with cool water first and follow up, if necessary, by soaking
in a chlorinated laundry bleach or a diaper wash/sanitizer container sodium per
carbonate. Rinse.
White cottons and linens may be stretched over a basin and boiling water poured
through from a height. Any remaining stain may be removed with chlorinated
laundry bleach.
Coloured fabrics or washable silk, etc., may be soaked in a diaper wash/sanitiser
container sodium percarbonate or a warm borax solution (1 Tbsp. : 1 c water), or
covered with a paste of cream of tartar and warm water. Leave half and hour or
until stain goes, then rinse well.
For persistent stains apply equal quantities of methylated spirits (wood alcohol)
and ammonia. Rinse well after treatment. This method is safe for all fabrics,
except triacetate (e.g. Tricel). Dilute mixture with an equal quantity of water for
fabrics with fugitive dyes. Old stains may be softened in glycerine before
treatment. Damp stain, apply glycerine, leave 1 - 2 hours, then add a few drops of
vinegar, leave 5 - 10 minutes and rinse well.
Glues, Gums & Cellulose Adhesives Soaking in cool water will remove water-
soluble glues, e.g. casein glue. For waterproof varieties, use spirit solvent, e.g.
methylated spirits (wood alcohol) or amyl acetate (test before using on synthetic
fabrics). Artificial Nail glue can be removed used acetone (test on an
inconspicuous area first). Acetone evaporates quickly, so hold a wad of absorbent
paper or soft cloth against the glue, and soak the acetate through from the other
side. (The glue soaks on to the wad of absorbent)
Grass & Other Garden Foliage Soak in a solution of a chlorinated laundry
bleach or a diaper wash/sanitiser container sodium percarbonate. OR sponge
with methylated spirits (wood alcohol). Remove this with warm water and where
possible wash the article using Laundry powder or Liquid.
Ice Cream, Milk & Cream For washable materials, first sponge with lukewarm
water, then wash as usual. If the material is not washable, sponge with dry
cleaning fluid then with cold water.
Indelible Pencil Do not use water as this spreads the stain. Sponge over a pad of
soft cloth, using equal quantities of methylated spirits (wood alcohol) and
household ammonia (test coloured fabrics first). Should the colours run, try
methylated spirits (wood alcohol) alone. Rinse or sponge with warm water.
Ink Because INKS differ in composition it is impossible to find removers that are
equally effective for all types of ink spots. The following is a range of suggestions
from which you can choose. The best treatment we have discovered is using a
D'limonene based product. (read our notes on each product HERE), however,
General Instructions using D'Limonene are:-Dry the stained area. Mix together
3 parts dish wash liquid with 1 part of D'limonene. Soak the stained area in this
solution for 10-15 minutes. After the soak time, rinse in water as hot as is
suitable for the fabric, then wash as usual, but preferably with a Laundry Liquid.
This treatment may require repeating. Other treatments you can try include
the following...
Ballpoint Pen Ink: First, saturate material with an alcohol-based hair spray (this
seems to be a very popular method). The alcohol content in the hair spray will
break up the ink. Be sure to place an absorbent paper towel or rag under the
stain to catch the excess. You then need to blot the stain with a rag. Repeat the
process until the stain is removed, then launder as usual. A word of caution
before trying this method: some fabrics may be damaged by the hair spray
solution. If in doubt, test on an inconspicuous area first, or consult with a
professional dry cleaner.
Water Based Inks: Try an all-purpose cleaner instead of hair spray. Be sure to
place an absorbent paper towel or rag under the stain to catch the excess. You
then need to blot the stain with a rag. Repeat the process until the stain is
removed, then launder as usual. A word of caution before trying this method:
some fabrics may be damaged by the cleaning solution. If in doubt, test on an
inconspicuous area first, or consult with a professional dry cleaner.
NOTE: If the stain is still wet, apply an absorbent - french chalk, talcum powder,
starch or salt - to absorb excess ink and stop it from spreading. Continue this
treatment, removing the discoloured powder and applying fresh, until there no
further change is achieved. Alternatively, take up excess ink with blotting paper,
pressing fresh patches of blotter into the stain until it no longer discolours. Then
treat as required.
These suggestions are also suitable for dried writing ink, ball point pen, or
marking ink. Soak the stain in "sour" milk - this is an old fashioned, but effective
method. Fresh milk also works, but sour milk is faster. Sponge or dip the stain in
equal quantities of methylated spirits (wood alcohol) and household ammonia
(test on coloured fabrics first). Rinse in warm water. Rinse again in warm water
containing a little ammonia, then finally in fresh water. Sponge with pure Dettol.
If not effective, try iso propyl alcohol or dry cleaning fluid (from chemist).
SELF CHECK 5.3-3
I. How will you treat the following stains?
1. Deodorants & Antiperspirants

2. Ballpoint Pen Ink
3. Fruit Juices & Berries
4. Ice Cream, Milk & Cream
5. Coffee & Tea
6. Blood
7. Candle Wax
8. Chewing Gum
9. Glues, Gums & Cellulose Adhesives
10. Correction Fluid
ANSWERS KEY 5.3-3
1. DEODORANTS & ANTIPERSPIRANTS- Sponge Dry Fabric stain thoroughly

with a laundry pre-soak (spot stain remover) and warm water. Rinse. If
some stain remains, use a chlorinated laundry bleach or a diaper
wash/sanitizer container sodium percarbonate.
2. Ballpoint Pen Ink- First, saturate material with an alcohol-based hair
spray the alcohol content in the hair spray will break up the ink. Be sure to
place an absorbent paper towel or rag under the stain to catch the excess.
You then need to blot the stain with a rag. Repeat the process until the
stain is removed, then launder as usual.
3. Fruit Juices & Berries- Treat with cool water first and follow up, if
necessary, by soaking in a chlorinated laundry bleach or a diaper
wash/sanitizer container sodium percarbonate. Rinse.
4. Ice Cream, Milk & Cream- For washable materials, first sponge with
lukewarm water, then wash as usual. If the material is not washable,
sponge with dry cleaning fluid then with cold water.
5. Coffee & Tea-Remove fresh stains from cotton and linen materials by first
rinsing in warm water then pouring boiling water onto the stain. Follow by
washing in soapy water. If a trace remains, bleach in the sun.
6. Blood- If fresh, sponge with cool salted water and rinse with clear water.
Should stain persist, soak in a diaper wash/sanitiser from the supermarket
that contains sodium percarbonate - read the diaper wash/sanitiser label
for the chemical make-up of the product (may state sodium carbonate
peroxohydrate or oxygenated bleach).
7. Candle Wax- Candle wax and chewing gum can be effectively removed by
placing the object that has been stained into a freezer until the staining
agent is quite hard, and brittle, then the material can be literally shattered
off the object that has been stained.
8. Chewing Gum- Scrape away as much as possible first. Rubbing the stain
with ice will harden the gum and make this easier, especially on rugs and
other heavy materials. Refer further under
9. Glues, Gums & Cellulose Adhesives- Soaking in cool water will remove
water-soluble glues, e.g. casein glue. For waterproof varieties, use spirit
solvent, e.g. methylated spirits (wood alcohol) or amyl acetate (test before
using on synthetic fabrics). Artificial Nail glue can be removed used acetone
(test on an inconspicuous area first). Acetone evaporates quickly, so hold a
wad of absorbent paper or soft cloth against the glue, and soak the acetate
through from the other side. (The glue soaks on to the wad of absorbent)
10. Correction Fluid- Try a little gasoline on the stain, with some good
absorbent paper or old cloth behind it. Then use some dishwashing liquid
or a good quality laundry liquid to wash out the gasoline.
Follow These Safety Precautions in handling Stain removal
While many stain removal, chemicals and bleaches are commonly used around
the home, they are still dangerous. Some are flammable; others are toxic. Here
are some rules to keep in mind regarding their use:
 Store stain removal materials out of the reach of children. Do not store with
food products.
recommendations.
 Use dry-cleaning solvents and other chemicals in a well-ventilated room.
Toxic fumes can cause illness.
 Never mix stain removal materials together (bleach and ammonia together
form toxic fumes).
TASK SHEET 5.3-4
Title: Treating Stains

Performance Objective: Given a wash load with stain, you should be able to
follow the procedure in treating stains and practice occupational health and
safety in removing stains.
Supplies and Materials: stain remover
1. Blot up any excess liquid with a clean white cloth, paper, or other towels.
Remove excess solids by gentle scraping or chipping with a dull knife or
metal spatula. With some solids such as heavy amounts of surface mud
removal may be easier after the stain has dried. Excess can be brushed
off before the clothing is submerged for washing.
2. Avoid rubbing the stained area with a linty terry towel or a dark-colored
cloth. You may complicate the problem.
3. Never rub a fresh stain with bar soap. Soap sets many stains.
4. Decide if the fabric is washable or drycleanable. If drycleanable, take to
the cleaners as soon as possible (within 24 to 48 hours).
5. Do not try to treat suede, leather, or fur. Professional cleaners are needed
for these items, and even some professionals do not offer this service.
6. Avoid using hot water on stains of unknown origin. Hot water can set
protein stains such as milk, egg, or blood.
7. Test stains removal agents on a seam or hidden area of the garment to be
sure it does not affect the color or finish of the fabric before starting on
the stain.
8. Avoid excessive rubbing unless fabric is tough and durable. Rubbing can
spread the stain and damage the fiber, finish, or color.
9. Do not iron or press stained fabrics. Heat will set most stains.
10. Check laundry for stains before washing. Many stains need
pretreatment.
11. Inspect wet laundry before drying to be sure stain has been
removed. If a stain is still evident, do not dryer dry. The heat of drying will
tend to make the stain more permanent.
12. Wash heavily soiled items separately. During laundering soil is
broken into smaller particles and can be redeposited on cleaner clothing
if insufficient detergent is used, water temperature is too,low, washing
time too long, or washer is overloaded with too many clothes.

TASK SHEET 5.3-4
CRITERIA YES NO
Did you……….
1. Blot up any excess liquid with a clean white cloth, paper, or
other towels?
2. Avoid rubbing the stained area with a linty terry towel or a
dark-colored cloth?
3. Not rub a fresh stain with bar soap?
4. Avoid using hot water on stains of unknown origin.
5. Test stain removal agents on a seam or hidden area of the

garment to be sure it does not affect the color or finish of
the fabric before starting on the stain?
6. Avoid excessive rubbing unless fabric is tough and durable?
7. Check wet laundry before drying to be sure stain has been

removed?
Trainer: ________________________________________ Date: ________________________

Principles and Procedure in Drying Clothes
to;
1. Follow the principles and procedure in drying clothes.
PROCEDURE:
Drying with Dryers:

Supplies and Materials needed: Drying Machine
1. Check the condition of the washing machine before using. Test whether it is
in working condition. Keep clean the lint screen and drier drum.
2. Put into machine just enough quantity of linen such that it will not occupy
the whole drier drum.
Over loading causes uneven drying and wrinkling and can damage the
machine.
3. Select the right drying cycle and setting
 Automatic for towels and linens which do not require pressing or are
not hard to press.
 Damp Dry for flat sheets, pillow cases, items which requires hard
pressing.
 Fluff Air Cycles to prevent shrinkage, especially for bed pads,
comforters and blankets.
4. Strictly follow manual instructions of the machine.
5. Clean the machine after using and proper storage is required.
Principles in Sun drying Clothes, linen and Fabrics
1. Separate clothes, linen and fabrics which are sundry or machine dry.
2. Sundry items to the clothesline; hanger for clothes, clothesline for linens.
3. Fluff towels and linens to prevent shrinkage.
4. Always refer to the clothes, linen and fabric’s specification in drying.
SELF CHECK 5.3-5
TRUE OR FALSE: Write TRUE if the statement is correct and FALSE if the
statement is wrong
2. Sundry items to the clothesline; hanger for clothes, clothesline for linens.
4. Never refer to the clothes, linen and fabric’s specification in drying.
ANSWER KEY 5.3-5
1. TRUE
2. TRUE
3. TRUE
4. FALSE
JOB SHEET 5.3-5
Title: Principles and Procedure in drying clothes
Performance Objective: Given a wash load, you should be able to follow the
Follow the principles and procedure in drying clothes.
Supplies and Materials: Clothes, linen and fabrics, clothesline
1. Check the condition of the washing machine before using. Test whether it
is in working condition. Keep clean the lint screen and drier drum.
2. Put into machine just enough quantity of linen such that it will not
occupy the whole drier drum.
a. Over loading causes uneven drying and wrinkling and can damage
the machine.
 Automatic for towels and linens which do not require pressing or

are not hard to press.
 Damp Dry for flat sheets, pillow cases, items which requires hard
pressing.
 Fluff Air Cycles to prevent shrinkage, especially for bed pads,
comforters and blankets.
7. Clean the machine after using and proper storage is required.

2. Sundry items to the clothesline; hanger for clothes, clothesline for

linens.
4. Always refer to the clothes, linen and fabric’s specification in drying.

OPERATION SHEET 5.3-5
CRITERIA YES NO
1. The condition of the washing machine was check before
using.
2. Enough quantity of linen was put into machine
3. Didn’t over load the machine that causes uneven drying
and wrinkling and can damage the machine.

6. Clean the machine after using and proper storage is
required.
1. Separate clothes, linen and fabrics which are sundry
2. Sundry items to the clothesline; hanger for clothes,

clothesline for linens.
4. Refer to the clothes, linen and fabric’s specification in

drying.
Trainer: ________________________________________ Date: ________________________

Tips in Ironing and Pressing Clothes
Learning Objectives: After reading the INFORMATION SHEET you must be able
to;
1. Discuss reminders in ironing and pressing clothes linen and fabrics.
Ironing Clothes - The Easy Way

After you have chosen the right iron for yourself, it is now time to learn ironing
the easy way. Most people do not enjoy ironing clothes. However, the reluctance
of many to iron clothes is simply caused by a failure of understanding how to iron
clothes properly. Here are a few steps just for you:
 Always ensure that you use an ironing board to iron your clothes.
 Before you ever begin to iron, always follow the instructions that are given
in the garment. And adjust the settings in the iron appropriately.
 Use high heat for cotton and linen. Cotton mixes and wool are ironed on a
medium level. Use a low setting for silk, nylon, polyester, and other like
fabrics.
 If you are using a steam iron, make sure there is the proper amount of
water inside.
 When you actually begin to iron, take your time to ensure the garment has
been stretched flat across the ironing board. This will save you some time
in terms of re-ironing wrinkles that you put in.
 Always remember to keep the iron moving. Stopping at any point could
burn your clothing.
 When ironing shirts always pay special attention to collars and the sleeves.
 If you plan to iron pants, then put the pants legs parallel to the board, with
both of them headed in the same direction. Iron each leg without damaging
the current creases.
 Spray some perfume to make you clothes smell good before ironing.
Ironing clothes is really a delicate process. But you can make it enjoyable by
learning the right tricks.
Tips for crease free clothes for office

Keeping oneself neat and good looking especially to office is very important. Most
offices today have formal dress codes during the weekdays. Ironing of clothes is
an important task here. Clothes look untidy and old if not ironed, especially
cotton, linen and other similar fabrics. Here are examples of a few fabrics and
how to manage them:
Cotton: Cotton fabrics should be dried flat and not wrung to retain its original
shape. Iron cotton clothes in high temperature.
Linen: Linen is a natural material and can easily get misshapen when wet. To
restore the garment to its original shape, iron it with a hot steam iron. To keep its
sheen, iron the garment on the reverse side.
Viscose: Viscose is a natural material and can easily get misshapen when wet. To
restore the garment easily to its original shape, iron it with a steam iron.
Silk: Silk is a very delicate material and should be treated with care. Use a
detergent for delicates when washing silk and do not stretch the garment while
wet. Use the lowest temperature to iron silk fabrics.
Wool: Often, airing woolen garments is enough. Use a detergent for delicates
when you do wash them. Iron after washing to restore the natural sheen.
SELF CHECK 5.3-6
I. Indicate the temperature of the flat iron of the following clothes, linen and
fabrics in pressing or ironing.
1. Cotton -
2. Linen -
3. Viscose -
4. Silk-
5. Wool -
ANSWER KEY 5.2-6
1. Cotton: high temperature.

2. Linen: hot steam iron
3. Viscose: iron it with a steam iron.
4. Silk: lowest temperature
5. Wool Iron in medium level
Ironing Clothes
to;
1. Follow the procedure in ironing clothes (Dress/Polo shirts)
PROPER WAY OF IRONING:
Dresses/Shirts
 Iron the decoration collar, belt and sleeves first before ironing the body
of the dress, these parts may be ironed again to smooth out the wrinkles
which may have formed when the other parts of the dress were being
ironed. You may spray with ironing aid for easy ironing the clothes.
PROCEDURE:
7. Iron the collar from the pointed end to the center.
8. Sleeves are ironed starting from the seam to the lower portion and upward.
9. Insert the shoulder of the dress at the end portion of the ironing board and
iron it. Press also the arm hole of the garment.
10. Insert the whole dress into the ironing board and iron the wrist line.
Press first the front part before the back part of the garment.
11. Pull the garment downward and press the skirt, iron the hem of the
dress carefully.
12. Go over the parts which are wrinkled. 7. Place garment on hanger;
close only one button.
TASK SHEET 5.3-5
Title: Ironing clothes
Performance Objective: Given a clothes (Dress or polo shirts), you should be
able to follow the procedure in ironing clothes.
Supplies and Materials: Clothes, linen and fabrics, clothesline
Equipment: Flat iron, ironing board, sprayer
1. Iron the collar from the pointed end to the center.
2. Sleeves are ironed starting from the seam to the lower portion and
upward.
3. Insert the shoulder of the dress at the end portion of the ironing board
and iron it. Press also the arm hole of the garment.
4. Insert the whole dress into the ironing board and iron the wrist line.
Press first the front part before the back part of the garment.
5. Pull the garment downward and press the skirt, iron the hem of the dress
carefully.
6. Go over the parts which are wrinkled.
7. Place garment on hanger; close only one button.

TASK SHEET 5.3-5
CRITERIA YES NO
1. Collar was ironed from the pointed end to the center.
2. Sleeves are ironed starting from the seam to the lower

portion and upward.
3. Shoulder of the dress is inserted at the end portion of

the ironing board and iron including the arm hole of the
garment.
4. Pressed first the front part before the back part of the
garment.
5. The skirt and hem was ironed carefully.
6. Checked the clothes if there are still wrinkled.
7. The garment was hang on a hanger one button closed
Trainer: ________________________________________ Date: ________________________

Ironing Long Sleeves
Learning Objective: After reading the INFORMATION SHEET, you must be able
to;
1. Follow the procedure in ironing long sleeves
Procedure:
1. Iron the collar

Start with the underside of the collar, working from the center out to the points to
avoid creasing. Flip the shirt over, and repeat on the outside of the collar.
Tip: Always put your iron on the recommended setting for the shirt's material
(cotton, linen, poly-blend). When in doubt, use the lowest setting.
2. Iron the shoulders

Secure one shoulder over the narrow end of the board and iron from the yoke (the
point where the collar meets the arm and the body of the shirt) to the center of
the back. Repeat on the other shoulder.
Tip: Spray hard-to-smooth wrinkles with a little water, then iron over the area
again.
3. Iron the cuffs and sleeves
Lay one sleeve flat on the board with buttons or cuff-link holes facing up. Iron the
inside of the cuff first, then flip the sleeve over to iron the outside of the cuff.
Next, iron the sleeve, beginning with the front side. Repeat with the other sleeve.
4. Iron the front and back

Iron both front panels, then flip the shirt over and iron the back. Use a spritz of
water for any stubborn wrinkles.
5. Iron between the buttons
Next, tackle the placket (the panel where the buttons are). Take care to iron
between the buttons; ironing over them can break buttons or scratch your iron's
plate.
Tip: Hang the shirt immediately after ironing to keep new wrinkles from
forming (and don't forget to unplug your iron).
TASK SHEET 5.3-6

Title: Ironing long sleeves
Performance Objective: Given a clothes (Long sleeves ), you should be able to
follow the procedure in ironing long sleeves
Supplies and Materials: Long sleeves, hanger
1. Iron the collar
2. Iron the shoulders
3. Iron the cuffs and sleeves
4. Iron the front and back
5. Iron between the buttons

TASK SHEET 5.3-6
CRITERIA YES NO
Did you….
1. Follow the procedure in ironing the collar?
2. Follow the procedure ironing the shoulders?
3. Follow the procedure in ironing the cuffs and sleeves?
4. Follow the procedure in ironing the front and back?
5. Follow the procedure in ironing between the buttons?
6. Hang the clothes with one button closed?

Trainer: ________________________________________ Date: ________________________

HOW TO IRON A PAIR OF PANTS
STEP 1:
Iron pockets
Turn pants wrong side out. Place or
hold pockets over tapered end of
ironing board and iron.
STEP 2:
Iron Top Sections

Iron wrong side out. Position top of
pants around tapered end of ironing
board. Start by ironing the placket as
shown in photo. Rotate pants around
the board toward you as you iron (top
section, waistband, top section,
waistband, etc.) Iron in the direction of
the waistband, pressing each dart in
the direction it is sewn down at the
waistband (normally toward center of
back / front).
STEP 3:
Iron Pant Legs. ***No Crease***

Seam Definitions
Photo at left is an overlock seam.
It has a margin that you can
grab.
Directly below the overlock seam
is a flat-fell seam. These are sewn
flat with no margin to grab. It is
common to see an overlock seam
on an outside pant leg and a flat-
fell seam on the inner leg.
If one of the seams is a flat fell seam, iron
next to it first. Lay pant leg on ironing board
so that the flat fell seam is two or three
inches from the edge of the pant leg as
shown. This is so that it is not laying directly
over the seam underneath. Iron a couple
inches of fabric on both sides of the seam,
nestling the iron up to the seam, but not on
top of it. Be careful not to crease the edge,
but if you cannot avoid this, you can iron it
out when you iron the other seam.
For an overlock seam, position pants leg on

ironing board with the overlock seam closest
to you. Because pants are fuller in the back,
it is necessary to smooth the extra fabric
away from this seam so that you have a
smooth surface to iron. Make sure there are
no wrinkles underneath. Allow opposite leg
to hang over the side. Iron as much fabric as
possible without creasing opposite edge. If
the other seam is also an overlock seam, flip
pants over and repeat this step.
Inspect seams for twisting and iron flat in

the directions that they are sewn down at
hem. This step is optional; however pants
will hang better.
STEP 4:
Iron Pant Legs - *** Crease ***

In the construction of garments, many times
several layers of sections are stacked and
cut together. There can be a variance from
the top piece and the bottom if matched
together. When purchasing a quality pair of
pants, they should measure the same
amount across each leg. You can inspect
this by folding legs together and then
smoothing the fabric from one seam to the
other. Any difference will cause problems in
getting a nice center crease.
Pants which are purchased can also
sometimes be improperly aligned at the time
of setting that factory crease. When
purchasing a quality pair of pants, align the
seams at the hem and determine if the crease
is symmetrical, that it leads to either a pleat,
belt loop, or center back. There is no set
guide because different styles have varying
fullness. You likely will notice anything
obviously wrong. Certain treatments are given
to purchase clothing to give garments that
crisp look. After a few washings, these
properties can diminish. To make the most of
your investment, follow care labels when
laundering. Sizing and starches offer a great
benefit. Follow their manufacturer directions.
While holding the hem so that the seams stay

aligned, grab the top of the pant either at a
pleat for pleated pants, belt loops or center
back for plain front pants. Place one leg on
the ironing board with the other leg resting
over Extension Arm as shown.
Feel the pant leg along seam line making

sure that the two seams are directly on top of
each other. It is often necessary to pinch one
thickness of the fabric at opposite sides and
opposite layers and shift it until the seams
match. Press using a burst of steam feature
if your iron has one. Start at the hem and
work toward the seat. When finished with
one leg, place other on top, remove, reverse,
and repeat for other leg. Hang on pant
hanger that has enough roundness to
minimize a crosswise crease OR hang from
hem.
TASK SHEET 5.3-7

Title: Ironing Pair of pants
Performance Objective: Given a a pair of pants, you should be able to follow
the procedure in ironing pants.
Supplies and Materials: Pair of pants, hanger
1. Iron pockets Turn pants wrong side out. Place or hold pockets over
tapered end of ironing board and iron.
2. Iron Top Sections. Iron wrong side out. Position top of pants around
tapered end of ironing board. Start by ironing the placket.
3. Rotate pants around the board toward you as you iron (top section,
waistband, top section, waistband, etc.) Iron in the direction of the
waistband, pressing each dart in the direction it is sewn down at the
waistband
4. Iron Pant Legs. Lay pant leg on ironing board so that the flat fell
seam is two or three inches from the edge of the pant leg. Iron a
couple inches of fabric on both sides of the seam, nestling the iron up
to the seam, but not on top of it. Be careful not to crease the edge,
but if you cannot avoid this, you can iron it out when you iron the
other seam.
5. While holding the hem so that the seams stay aligned, grab the top of
the pant either at a pleat for pleated pants, belt loops or center back
for plain front pants. Place one leg on the ironing board with the
other leg resting over Extension Arm.
6. Feel the pant leg along seam line making sure that the two seams are
directly on top of each other. It is often necessary to pinch one
thickness of the fabric at opposite sides and opposite layers and shift
it until the seams match. Press using a burst of steam feature if your
iron has one.
7. Start at the hem and work toward the seat. When finished with one
leg, place other on top, remove, reverse, and repeat for other leg.
Hang on pant hanger that has enough roundness to minimize a
crosswise crease or hang from hem.

TASK SHEET 5.3-9
Trainee’ Name: ______________________________________ Date:

____________________
CRITERIA YES NO
 Pockets and waist band are properly ironed
 Ironed seams correctly
 Seams are stay aligned
 No double creases on legs

Trainer: ________________________________________ Date: ________________________

Ironing Pleated Skirts
to;
1. Follow the procedure in Ironing pleated skirts
Procedure:
1. Slide the skirt onto the ironing board with the waist at the narrow
end. Arrange group of pleats and hold in place or pin to the board as
you iron in long strokes from top to bottom. Don’t iron over pins.
Start by ironing the waistband and work down to where the pleats
begin. Rotate the skirt around the ironing board until you come full
circle.
2. Straighten the pleats flat against the ironing board, stretching the
material taut with your hand. If they are too wrinkled or unruly, use
straight pins to secure several pleats at a time directly to the board.
3. Starting at the hemline of the skirt, slide the iron upward toward the
waistband, one pleat at a time.
4. Raise the iron a few inches above each pleat and shoot a burst of
steam. Allow each pleat to cool on the board before continuing on to
next pleat. This will ensure that the previously ironed pleat is not re-
wrinkled.
5. Hang the skirt on a pants hanger by the waistline in a dry area. Allow
it to completely dry from the ironing and steaming before wearing.
TASK SHEET 5.3-8
Title: Ironing pleated skirts
Performance Objective: Given a pleated skirts, you should be able to follow
the procedure in ironing pleated skirts
Supplies and Materials: Pleated skirts, hanger
1. Slide the skirt onto the ironing board with the waist at the narrow end.
Arrange group of pleats and hold in place or pin to the board as you iron
in long strokes from top to bottom. Don’t iron over pins. Start by ironing
the waistband and work down to where the pleats begin. Rotate the skirt
around the ironing board until you come full circle.
2. Straighten the pleats flat against the ironing board, stretching the
material taut with your hand. If they are too wrinkled or unruly, use
straight pins to secure several pleats at a time directly to the board.
3. Starting at the hemline of the skirt, slide the iron upward toward the
waistband, one pleat at a time.
4. Raise the iron a few inches above each pleat and shoot a burst of steam.
Allow each pleat to cool on the board before continuing on to next pleat.
This will ensure that the previously ironed pleat is not re-wrinkled.
5. Hang the skirt on a pants hanger by the waistline in a dry area. Allow it
to completely dry from the ironing and steaming before wearing.

TASK SHEET 5.3-8
CRITERIA YES NO
 Pleats are in original position
 No double creases
 Hanged carefully
Trainer: ________________________________________ Date: ________________________

Ironing Sequined Garments
to;
1. Follow the procedure in ironing sequined garments.
PROCEDURE:
1. Turn the item inside out and place it carefully on the ironing board with the
sequins (beads) faced down on the towel. Put a pressing cloth on top and
press with the iron on gentle setting.
Ironing a Gown
1. Empty all water from the iron. Any water that leaks out could leave a mark
on the gown.
2. Set iron to a medium heat with no steam.
3. Lay a thick towel on the ironing board if your dress has any decoration on
it such as beading or lace.
4. Turn the gown inside out and lay it on the ironing board. Or, you can leave
the gown right-side out and lay a clean piece of white cloth between the
gown and the iron.
5. Press the bodice.
6. Press the sleeves. Wear a pressing mitt and slide your hand into the sleeve.
Iron the sleeve against the mitt. If you don't have a pressing mitt, you can
use a clean hot pad instead.
7. Stuff tissue paper into the sleeves to help them remain wrinkle-free if you
don't plan on wearing it soon.
8. Press the skirt.
9. Hang the gown in a doorway a safe place to keep it wrinkle-free. If you need
to transport the gown, place it in a garment bag.
Ironing Velvet
1. Hang the gown inside out.
2. Use a steamer or the steam setting on an iron.
3. Test a small area first using the following steps.
4. Hold the iron or steamer about half an inch from the fabric. Remember, you
will be steaming the back of the velvet.
5. Wave the iron or steamer over the fabric slowly.
6. Inspect both sides of the fabric. If there is no damage, continue steaming
small sections of the velvet.
TASK SHEET 5.3-9
Title: Ironing beaded or sequined garments

Performance Objective: Given a beaded garments , you should be able to
follow the procedure in ironing beaded/sequined garments
Supplies and Materials: sequined garments, hanger
1. Turn the item inside out and place it carefully on the ironing board
with the sequins (beads) faced down on the towel.
2. Put a pressing cloth on top and press with the iron on gentle setting.

TASK SHEET 5.3-9
CRITERIA YES NO
 Ironed dress with beads correctly
 Used towel to iron beaded part
 No damage on beads
Trainer: ________________________________________ Date: ________________________

Types of Hangers and Their Uses
to;
1. Identify types of hangers and their uses.
Hangers are great for keeping clothing off the floor, but they can protect your
clothes from damage as well. Different types are used for different purposes.
Hangers with wire hooks and wooden bodies are usually used for hanging more
substantial items such as pants, jackets, or suits. Some are even curved to keep
the lines of sports coats, blazers, and jackets smooth. There are hangers that
come with a clip on each end that are perfect for hanging skirts or slacks. This
style can also be used for hanging strapless items.
Padded hangers are perfect for hanging delicate clothing or lingerie. Usually
covered in satin or velvet, padded hangers are also available in scented varieties.
They are a practical, pretty way to replace sachets in your closet and keep
clothing smelling fresh.
There are even specially designed hangers for ties, scarves, belts and other
accessories. Tie hangers are usually constructed from wood with several clips
lined up across the lower rung so ties can be hung up easily. Belt hangers are
similar in design, with hooks instead of clips, to help keep belts in place. Scarf
hangers are often made from wood with several holes drilled through the body of
the hanger; scarves are simply slipped through the holes.
Mini hangers are available in metal and wire, coated wire, wood, or plastic, and
they are designed especially for hanging children's clothing. They come in many
colors, and using different colors is a great way to help children learn how to sort
their clothes. For example, red can be used for short-sleeved shorts, while blue
might indicate long sleeves or sweaters.
Top 7 Styles of Hangers and Their Uses
1. Plastic Hangers Commercial plastic hangers are generally available in white,

black or clear plastic. The quality will run from lightweight, almost flimsy, plastic
to the super heavyweight. It use for clothing that are to be put in the dresser.
3. Metal or wire hangers

are great for everyday use, but you should not use metal or
wire hangers to hang damp clothing up to dry. The wire can rust and leave
stains on your clothing. Instead, you would probably choose plastic, or coated
wire hangers, which are treated with a vinyl coating to protect your garments;
some even have a non-slip surface to keep delicate items from sliding off the
hanger. For dry garments.
4. Wooden HangersClassic wood hangers are available in a natural finish with

chrome hardware or the higher end teak wood with brass hardware. Wood
hanger styles include coat hangers with or without wooden bars, hangers with
metal rods or lock bars on a spring to prevent pants from sliding.
5. Tubular Hangers All-purpose tubular molded hangers are the type

also available to consumers and found in many homes. They come in a large
variety of colors. Using colored hangers may increase sales appeal.
6. Padded Hangers
Not only does a cloth covered hanger protect delicate garments, the padded
hanger is usually covered with satin and therefore a pretty way to display lingerie
or other clothing. The padding helps to prevent slipping and assists in preserving
the shape of the garment.
7. Specialty Hangers
Notched hangers are perfect for items with straps. Skirt/slacks hangers have
metal or plastic clips on a metal rod which prevent sliding. Another type of
specialty hanger is the salesman’s hanger. These strong, chrome hangers feature
a space-saving style and are ideal for trade-shows or salespeople transporting
garments.
7. Hanger Accessories
Hanger markers, cardboard tubes and other hanger accessories help retailers
keep their merchandise neat and tidy while creating an appealing display. Instead
of purchasing different types of specialty hangers, piggyback connectors can be
used on most any hanger to allow two garments to be displayed together. Soft
plastic clips can attach easily to most hangers with notched tops. Also, foam
hanger covers or strips can be placed on most any plastic or wooden hanger to
prevent items from slipping
SELF CHECK 5.3-12
State what kind of hanger and their uses in the picture below:
1.
2.
3.
4.
5.
ANSWER KEY 5.3-12
1. Padded hanger for lingerie

2. Plastic hanger for dresses
3. Specialty hanger for pants and linens
4. Specialty hanger or notch for straps for women
5. Metal hanger for skirts or pants
Folding Long Sleeves
to;
1. Follow the procedure in folding long sleeve shirts.
Shirt folding board method for long sleeve shirts:
1. Button shirt. Spread shirt face 2. Fold left sleeve across the board. Use
down on a smooth surface. Center the Folding Board's edge as the fold
folding board below the shirt's back guide.
collar.
3 Angle left sleeve fold along shirt’s 4. Fold right sleeve across the board.
body.
5. Angle right sleeve along shirt’s 6. Fold tail upward, below the
body. shoulders.
7. Remove the shirt folding board 8. Flip shirt over. Bingo! A crisp fold,
from the fold. every time.
SELF –CHECK 5.3-10

TRUE or FALSE: Write TRUE if the statement is correct and FALSE if the
statement is incorrect.
1. Spread shirt face down on a smooth surface.

2. Fold tail downward, below the shoulders.
3. Fold right sleeve across the board.
4. You can fold shirt unbuttoned
ANSWER KEY 5.3-10
1. TRUE
2. FALSE
3. TRUE
4. FALSE
TASK SHEET 5.3-10
Title: Folding long sleeves shirts
Performance Objective: Given a long sleeves shirts , you should be able to
follow the procedure in folding long sleeves shirts
Supplies and Materials: long sleeves shirts, hanger, sprayer
Equipment: Flat iron, ironing board
1. Button shirt. Spread shirt face down on a smooth surface. Center
folding board below the shirt's back collar.
2. Fold left sleeve across the board. Use the Folding Board's edge as the
fold guide.
3. Angle left sleeve fold along shirt’s body.
5. Angle right sleeve along shirt’s body.
6. Fold tail upward, below the shoulders.
7. Remove the shirt folding board from the fold.
8. Flip shirt over.
TASK SHEET 5.3-10
CRITERIA YES NO
Did you……
1. Button shirt?
2. Spread shirt face down on a smooth surface?
3. Fold left sleeve across the board?
4. Angle left sleeve fold along shirt’s body?

5. Fold right sleeve across the board?
6. Angle right sleeve along shirt’s body?

7. Fold tail upward, below the shoulders?
8. Remove the shirt folding board from the fold?
Trainer: ________________________________________ Date: ________________________

Folding a Shirt
Learning Objectives: After reading the INFORMATION SHEET, YOU MUST be able
to;
1. Follow the procedure in folding a shirt.
Fold a shirt in the same manner as a professional laundry. This will keep your
shirt in great condition and makes it easy to place on the shelves for storage
before wearing.
STEPS
1. Button the top button and the third button.

2. Lay the shirt face-down on the folding surface. You should be looking at the
back of your shirt.
3. Smooth out any puckers or wrinkles, so the shirt is flat front and back.
4. The first fold is the right side. Fold about one-third of the body toward the
center of the shirt. The fold line starts at the center of the shoulder and ends
at the tail. You should see the back of your shirt with about one-third of the
front folded to the back.
5. Neatly fold the sleeve forward, creating an angled fold at the shoulder. The
sleeve should line up with the edge of the first body fold.
6. Fold the left side in the same manner.
7. Make a fold of several inches of the shirt tail.
8. Fold up the bottom half of the partially folded shirt. The tail should be just
behind the collar of the shirt now.
9. Turn the entire shirt over. You should have a neatly folded shirt as you
typically see at a professional laundry or clothing store.
SELF CHECK 5.3-15
1. If you fold the sleeve of the shirt you should line up with the edge of
the first body fold.
2. You should be looking at the back of your shirt if you fold it.
3. In folding a shirt you should first fold the left side.
4. The fold line starts at the center of the shoulder and ends at the tail.
ANSWER KEY 5.3-15
1. TRUE
2. TRUE
3. FALSE
4. TRUE
TASK SHEET 5.3-12
Title: Folding a shirt
Performance Objective: Given a shirt, you should be able to follow the
procedure in folding a shirt
Supplies and Materials: shirts, hanger, sprayer
Equipment:
1. Lay the shirt face-down on the folding surface. You should be looking at
the back of your shirt.
2. Smooth out any puckers or wrinkles, so the shirt is flat front and back.
3. The first fold is the right side. Fold about one-third of the body toward the
center of the shirt. The fold line starts at the center of the shoulder and
ends at the tail. You should see the back of your shirt with about one-
third of the front folded to the back.
4. Neatly fold the sleeve forward, creating an angled fold at the shoulder.
The sleeve should line up with the edge of the first body fold.
5. Fold the left side in the same manner.
6. Make a fold of several inches of the shirt tail.
7. Fold up the bottom half of the partially folded shirt. The tail should be
just behind the collar of the shirt now.
8. Turn the entire shirt over. You should have a neatly folded shirt as you
typically see at a professional laundry or clothing store.

TASK SHEET 5.3-12
CRITERIA YES NO
Did you…..
1. Lay the shirt face-down on the folding surface. You should
be looking at the back of your shirt?
2. Smooth out any puckers or wrinkles, so the shirt is flat

front and back?
3. Fold the right side at about one-third of the body toward

the center of the shirt?
4. Neatly fold the sleeve forward, creating an angled fold at the

shoulder?
5. Fold the left side in the same manner?
6. Make a fold of several inches of the shirt tail?
7. Fold up the bottom half of the partially folded shirt?
8. Turn the entire shirt over and a neatly folded shirt?
Trainer: ________________________________________ Date: ________________________

Folding a Pair of Pants
Learning Objectives: After reading the INFORMATION SHEET YOU MUST, be

able to;
1. Follow the procedure in folding a pair of pants.
To store pants neatly in drawers - without all the wrinkles - line up the seams
and stack pants neatly.
Instructions
1. Lay pants face-up on flat
surface.
2. Fold lengthwise so that

outer and inner seams and
cuffs are lined up.
3. Fold up bottom of cuff up to

top of back pocket.
4. Fold up once more, bringing

the bottom of the fold to the
top of that back pocket
SELF CHECK 5.3-14
1. Give the procedure in folding a pair of pants.

ANSWER KEY 5.3-14
1. Lay pants face-up on flat surface.

2. Fold lengthwise so that outer and inner seams and cuffs are lined up.
3. Fold up bottom of cuff up to top of back pocket.
4. Fold up once more, bringing the bottom of the fold to the top of that back
pocket
TASK SHEET 5.3-11
Title: Folding a pair of pants
Performance Objective: Given a a pair of pants , you should be able to follow
the procedure in folding pants
Supplies and Materials: ladies pants or men’s pants, hanger, sprayer
Equipment:
1. Lay pants face-up on flat surface.

2. Fold lengthwise so that outer and inner seams and cuffs are lined up.
3. Fold up bottom of cuff up to top of back pocket.
4. Fold up once more, bringing the bottom of the fold to the top of that
back pocket

TASK SHEET 5.3-14
CRITERIA YES NO
Did you…….
1. Lay pants face-up on flat surface?
2. Fold lengthwise so that outer and inner seams and cuffs

are lined up?
3. Fold up bottom of cuff up to top of back pocket?
4. Fold up once more, bringing the bottom of the fold to the

top of that back pocket?
Trainer: ________________________________________ Date: ________________________

LEARNING OUTCOME # 4 PACKAGE AND STORE LAUNDRY ITEMS
CONTENTS:
1. Procedures in packaging and presenting guest laundry
2. Procedures in storing guest laundry in accordance with establishment
standards or guest request
3. Delivery of laundry items
4. Basic housekeeping phraseologies
1. Guest laundry is packaged and presented in accordance with
establishment standards and procedures
2. Finished items are returned to guest in accordance with required
timeframes
3. Processed guest laundry is stored where required, according to guest
requests or where return to guest is not possible
CONDITION:
2. EQUIPMENTS
flat iron
steam pressers
ironing board
sorting shelves
3. TOOLS
labeller
hangers
laundry baskets
4. MATERIALS/SUPPLIE
S
pen and paper
report forms
ASSESSMENT METHOD:
Observation
Interview
Written examination
Learning Outcome 3: PACKAGE AND STORE LAUNDRY ITEMS
Special Instructions
 Read information sheets 5.4-1 If you have some problem on the
on content of the information sheet, don’t
Packaging and presenting guest
laundry
module.
Answer self check 5.4-1 Compare answer with the answer key

activities
 Read the information sheet If you have some problem on the
5.4-2 on content of the information sheet, don’t
Delivery of laundry items If you feel that you are now
module.
Answer self check 5.4-2 Compare answer with the answer key

activities
Procedure in storing guest
laundry
module.
Compare answer with the answer key

 Answer Self check 5.4-3

activities
Packaging and presenting guest laundry
Learning objectives: After reading the INFORMATION SHEET, you must

be able to;
1. Follow the procedure in packaging and presenting guest laundry.
Procedure:
1. Fold all processed laundry Items. Hang those that need to be hanged.
Cover it with plastic cover
2. Record all finished items for delivery and note down damages if any
3. Deliver all items and have the records acknowledged by the guard on
duty at the laundry area.
SELF CHECK 5.4-1
Answer the following questions:

1. Why do you cover plastic the processed laundry items?
2. Why do we need to note damages if any?
ANSWER KEY 5.4-1
1. To prevent dust that will contaminate the item.

2. To avoid complaints of guest
TASK SHEET 5.4-1
Title: Procedure in Packaging and presenting guest laundry

Performance Objective: Given a guest laundry you must be able to follow the
procedure in packaging and presenting guest laundry.
Supplies and Materials: Several dresses
Equipment: Laundry cart
1. Fold all processed laundry Items. Hang those that need to be hanged.
Cover it with plastic cover
2. Record all finished items for delivery and note down damages if any
3. Deliver all items and have the records acknowledged by the guard on
duty at the laundry area.

JOB SHEET 5.3-2
CRITERIA YES NO
Did you…..
1. Neatly folded delivery items?
2. Hang items properly before presenting to the guest?
3. Record finished items and damages, if any?
4. Follow safety procedures in delivering guest laundry?
Trainer: ________________________________________ Date: ________________________

Delivery of laundry items
to;
1. Follow the procedure in delivering laundry items.
Procedure:
1. Delivery of the laundry items is depends on cash or to be charge in the
hotel bills. If the guest is on cash basis, laundry clerk prepares a voucher to be
attached to the item for billing. Refer to Laundry voucher form. Payment must be
made upon delivery of the items. If it is charge to hotel bills, the voucher will be
attached to his hotel folder bills to be settled later.
MIT MINI HOTEL
LAUNDRY VOUCHER
Voucher No. 1
(Partial list of items only)
Name Guest: Room No. Date/Time:
Mr. Juan Dela Cruz 203 September 30, 2006. 8:30 AM
Guest Hotel Articles Price Total Damages if any
Count Count Amount
FOR PRESSING (partial list)
2 2 Suit 35.00 70.00
2 2 Trousers 40.00 80.00
1 1 Jacket 35.00 35.00
2 2 Barong Tagalog 50.00 100.00
3 3 Shirt Long Sleeves 50.00 150.00
2 2 Sport Shirt 45.00 90.00
1 1 Vest 25.00 25.00
1 1 Necktie 5.00 5.00
FOR WASHING OR DRY CLEANING
2 2 Suit 35.00 70.00
2 2 Trousers 35.00 70.00
1 1 Jacket 25.00 25.00
2 2 Barong Tagalog 20.00 40.00
2 2 Sport shirt 20.00 20.00
1 1 Vest 10.00 10.00
1 1 Necktie 5.00 5.00
Remarks or Total P _795.00
instructions from Extra charge ________
guest Sub Total ________
Suit (Dry Cleaning) Sales tax ________
Trousers (Dry Cleaning Service charge 10 % __79.50
Barong Tagalog (Hand Total Charge P 874.50
wash)
The rest are for
machine wash.
Legend: Yellow colored- Filled up by Guest
2. The processed items will be delivered to the guest. If the guest is around, he
is asked to sign in the delivery logbook for acknowledgment. Then the bill
will be presented to him for settlement.
3. If the guest is not around, the housekeeping supervisor acknowledged by

signing in the logbook.
4. If the room is on “Do not Disturb” sign (DND) and said item is on special
service, a notification is placed in the guest’s room through the door,
(another copy to the front office) notifying him that an attempt to deliver his
laundry was made while he is on DND.
5. Undelivered items are brought back to the laundry area to be redelivered

upon arrival of the guest.
SELF CHECK 5.4-2
1. Payment of laundered items can be paid in cash or check upon delivery.

2. If the guest is not around, the housekeeping supervisor acknowledged
by signing in the logbook.
3. Undelivered items are kept at the front desk.
4. If the room is on DND sign the said item is on special service
5. Delivery of the laundry items is depends on cash or to be charge in the
hotel bills of the guest.
ANSWER KEY 5.4-2
1. TRUE
2. TRUE
3. FALSE
4. TRUE
5. TRUE
JOB SHEET 5.4-2
Title: Delivery of laundry items

procedure in delivery of laundry items.
Equipment: Laundry cart
1. Prepare voucher to be attached to the item for billing, if the guest is on
cash basis.
2. If it is charge to hotel bills, the voucher will be attached to his hotel folder
bills to be settled later.
3. The processed items will be delivered to the guest. If the guest is around,
he is asked to sign in the delivery logbook for acknowledgment. Then the
bill will be presented to him for settlement
4. If the guest is not around, the housekeeping supervisor acknowledged by

signing in the logbook.
5. If the room is on “Do not Disturb” sign (DND) and said item is on special
service, a notification is placed in the guest’s room through the door,
(another copy to the front office) notifying him that an attempt to deliver
his laundry was made while he is on DND.
6. Undelivered items are brought back to the laundry area to be redelivered

upon arrival of the guest.

JOB SHEET 5.4-2
CRITERIA YES NO
Did you……
 Checked delivery items if cash basis or not?
 Asked the guest to sign in the delivery logbook for
acknowledgment, if the guest is around?
 Returned finish items to guest in accordance with required
timeframes?
 Stored processed guest laundries according to guest
requests?
 Filled the guest laundry voucher.
Trainer: ________________________________________ Date: ________________________

Laundry Voucher Form
MIT MINI HOTEL

LAUNDRY VOUCHER
Voucher No. 1
(Partial list of items only)
Name Guest: Room No. Date/Time:
Guest Hotel Articles Price Total Damages if any

Count Count Amount
FOR PRESSING (partial list)
FOR WASHING OR DRY CLEANING
Remarks or Total P ________

instructions from Extra charge ________
guest Sub Total ________
Sales tax ________
(Dry Cleaning) Service charge 10 % ________
(Dry Cleaning Total Charge P ________
_________ (Hand wash)
.
Legend: Yellow colored- Filled up by Guest
Storing Guest Laundry
Learning Objectives: After reading the INFORMATION SHEET, you must

be able to;
1. Follow the procedure in storing guest laundry.
Procedure
1. Hang like Items Together- Pants should hang in their own respective
section, as should tops. Likewise, women should group skirts together
and hang dresses in a section closest to the wall. For both men and
women, suit pieces should hang together in a section for suits. Use
sturdy hangers designed specifically to hang both pieces of a suit.
2. Organize Accessories- Hang scarves and handbags if female guest,

hang on the side of closet wall the neckties and belts and caps
3. Shoes- keep the shoes neatly sorted by placing them on shelves along
the floor of the closet.
4. Further Organization- In addition to hanging like items together, within

the sections you can also group clothing by color or by function. Depending
on what works best for the guest, keep all the dressy tops together, the
casual tops together and so forth. If the guest prefer, sort your black tops,
your red tops, your white tops and your light-coloured tops, then do the same
for your bottoms.
5. The Under wears- Put all together in the drawer of the closet. Depends on the
instruction of the guest
JOB SHEET 5.4-3
Title: Storing Guest Laundry

procedure in storing guest laundry.
Equipment: Laundry cart, laundry basket
1. Hang like Items Together. Pants should hang in their own

respective section, as should tops. Likewise, women should group
skirts together and hang dresses in a section closest to the wall. For
both men and women, suit pieces should hang together in a section
for suits. Use sturdy hangers designed specifically to hang both pieces
of a suit.
2. Organize Accessories Organize Accessories- Hang scarves and

handbags if female guest, hang on the side of closet wall the neckties
and belts and caps
3. Shoes- keep the shoes neatly sorted by placing them on shelves along
the floor of the closet.
4. Further Organization- In addition to hanging like items together,

within the sections you can also group clothing by color or by
function. Depending on what works best for the guest, keep all the
dressy tops together, the casual tops together and so forth. If the guest
prefer, sort your black tops, your red tops, your white tops and your
light-coloured tops, then do the same for your bottoms.
5. The Under wears- Put all together in the drawer of the closet.
Depends on the instruction of the guest

JOB SHEET 5.4-3
CRITERIA YES NO
 Items are correctly stored according to the guest instruction
 Items that to be hanged are properly hanged
 Items are correctly stored in the guest closet.
 Follow safety procedures in storing guest laundry
Trainer: ________________________________________ Date: ________________________

WRITTEN TEST
I. Identify the following:
1. It is an electronic machine that can be used for washing and drying
clothes.
2. It use for the delivery of guest laundry
3. This machine is for pressing delicate fabrics like wool, silk, etc
4. This is for ironing flat sheets, linen, pillow cases and other flat linens
5. It is design for washing and extracting clothes, linen and fabrics
6. Chemical that removes colors and stains or whitens clothes.
7. It used to prevent static cling and make fabric softer.
8. Are mild acids that can neutralize the alkalinity of detergents and bleach
9. Chemicals that retain the original color, even after many washing.
10. Removes chlorine, at least excessive chlorine from fabrics
TRUE OR FALSE.
Direction: Write true if the statement is correct and false if the statement is not
correct.
1. Air rooms well before using bleach to dispel fumes
2. People who have asthma or other breathing problems should be
especially careful about using bleach.
3. Dilute it 10 parts in 1 parts water for a reasonably safe cleaning agent.
4. You can touch in bare hands the bleaches.
5. The oxygen bleaches are chemically different from standard bleach and
they are generally safer.
6. Sodium hypochlorite is corrosive and can cause burns to skin and eyes.
7. Work in a well ventilated area when using bleach
8. Small amounts of liquid may be disposed of down anywhere.
9. Not all bleaches are poisonous
10. Safety glasses is not a requirement when using bleach.
12. Sundry items to the clothesline; hanger for clothes, clothesline for
linens.
14. Never refer to the clothes, linen and fabric’s specification in drying.
15. Spread shirt face down on a smooth surface.
16. Fold tail downward, below the shoulders.
18. You can fold shirt unbuttoned
19. If you fold the sleeve of the shirt you should line up with the edge of
the first body fold.
20. You should be looking at the back of your shirt if you fold it.
ANSWER KEY
I. Identification
1. Washing machine
2. Laundry cart
3. Steam presser
4. Flat work ironer
5. Washer extractor
6. Bleaches
7. Fabric softeners
8. Sours
9. Detergent with optical brighteners
10. Antichlor
Answer Key 5.2-2
1. False
2. True
3. False
4. False
5. True
6. True
7. True
8. False
9. False
10. False
11. True
12. True
13. True
14. False
15. True
16. False
17. True
18. False
19. True
20. True
REFERENCES
Crespo, Amelia M. and Roldan, Amelia S. HOUSEKEEPING MANAGEMENT
Roldan, Amelia S. FRONT OFFICE PROCEDURES & GUEST RELATIONS
Roldan, Amelia S. OPERATING A HOTEL & RESTAURANT BUSINESS

INTERNET:
www.made-in-china.com
www.cw-usa.com
www.shopwynns.com
www.kabodle.com
www.ukwellborn.com
www.suwanneereptiles.com
www.nsclub.net
www.fotosearch.com
www.greenerhomecleaners.com
www.e-how.com
Sector:
TOURISM
Qualification:
HOUSEKEEPING NCII
Unit of Competency:
“Cleaning Public area Facilities and equipment”
Module Title:
Clean Public area Facilities and equipment “
MDM SAGAY COOLEGE


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Competency Based Learning Material

Unit of Competency: Provide Housekeeping Services to Guest

Module Title: Providing Housekeeping Services to Guest

MDM SAGAY COOLEGE

Welcome to the Competency Based Learning Materials for the module:

The unit of competency (Provide Housekeeping Services to Guest)

Recognition of Prior Learning (RPL)

If you can demonstrate to your trainer that you are competent in a

 Your instructor will be you trainer, supervisor or manager who is

 You will be given an opportunity to ask questions and practice on the

 Communicate to your workmates with relevant experiences and ask

 Use the self-check questions to test your own progress.

 After finishing these activities, ask for written feedback on your

Your assessment will be recorded in your Competency Achievement

UNIT OF COMPETENCY: Provide Housekeeping Services to Guest

MODULE TITLE: Providing Housekeeping Services to Guest

Upon completion of this module you must be able to:

LO 1. Identify and perform different housekeeping services

LO 2: Handle housekeeping requests

LO 3: Advice guests on room and housekeeping equipment

1. Hotel codes and regulations

Student/ trainee must be provided with the following:

Tools Equipment Materials/ Supplies

LO 1. Identify and perform different housekeeping services

Answer Self-Check # 1.1-1 Check Answers using the ANSWER

Read Information Sheet #. 5.4-2 on

 Checking for stains-when guest laundry has been

 Checking repairs have been carried out. It is important

 Pressing. There are many different types of presses in a laundry

Packaging. Most guest clothing is packaged before delivery

Multiple Choice: Read the statement carefully, select the correct

2. It is important before it is pressed and dried that it be checked to ensure all

3. It is important that requested repairs to guest items have been completed

4. It is the correct number of pieces on guest laundry list and ready to be

3. Why do you need to check the iron presser pre heated?

1. To gain and ensure the guest satisfaction of laundry services of the

Title: Procedure in Packaging and Presenting Guest Laundry

Perform correct procedure of packaging and presenting guest laundry

Several clothes, plastic cover, hanger

Laundry cart, report forms

1. Fold all processed laundry item. Hang those that need to be

Performance Criteria Checklist for

Trainee’s Name__________________________ Date ________________

Trainer: ___________________________ Date: ________

INFORMATION SHEET # 5.4-2

Learning objective: After reading the information sheet, you must to

Introduction: storing an art and doing it correctly can help us to

 Hang like sorting every items

 Organize accessories, hang

 Orderliness of everything for faster and easy future use .in

Title: Procedure in Storing Guest Laundry

Perform the procedure of storing guest laundry in accordance with

Several clothes, scarves, hand bags, hangers, suits, etc.

Equipment: Laundry cart, laundry basket,

Procedures in storing guest laundry

Trainee’s Name__________________________ Date ________________

Trainer: ___________________________ Date: _______

 Guests expect laundry to be delivered within the promised time frames.

Title: Procedures in Delivery of laundry items

Trainee’s Name__________ Date

Trainer: ___________________ Date:

Trainee’s Name__________ Date

Trainer: _____________________ Date: _

Trainee’s Name__________ Date

Trainer: ___________________ Date: