College of Hospitality Management

First Semester, S.Y. 2021-2022

Modular Learning

I. Course Title: Housekeeping Management

A. No of units: 5

II. Course Overview

A.
B. Introduction

This course is designed to provide students with the knowledge, skills and
attitudes to perform housekeeping duties and be qualified as Housekeeping
attendant. This course is designed to develop the knowledge, skills and attitude of
students to be a good housekeeping staff and perform housekeeping services,
preparing guest’s rooms, providing valet/butler service, laundering linen and
guest’s clothes, cleaning premises and equipment in accordance with industry
standards

C. Course Learning Outcomes

At the end of the course, the students will be able to;

 To understand the management system and control of Rooms Division
 Describe and explain how to apply control mechanisms with the Front
Office so as to present loss of hotel assets.
 To recognize functions in housekeeping laundry operations
 To appreciate the work of the night auditor
 To implement occupational health, safety and welfare practices and
procedures within the room division and describe for detection and
evacuation procedure
 Prescribed security measure commonly applied in hotels so as to ensure
security for guest, staff and property

D. Modules/Unit Topics

Module 1 – Organizing the Housekeeping Job

Module 2 – Public Area Maintenance
Module 3 – Guestroom Cleaning and Maintenance
Module 4 – Linen and Laundry Service
Module 5 – Sanitation in Housekeeping Operations
Module 6 – Housekeeping Management
Module 7 – Safety and Security in Housekeeping
Module 8 – Dealing with/handle intoxicated guests
Module 9 – Housekeeping Management

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III. Study Guide/Learning Instructions
 Welcome, and wish everyone is feeling great!
 You are reminded to prepare yourselves by observing the following;
✔︎manage your time well.
✔︎Focus your attention.
✔︎ Give your best.
✔︎ Submit requirements on time
✔︎Be patient
✔︎ Work independently and answer confidently
✔︎ Motivate yourself
✔︎ Contact me

IV. References
 Housekeeping Management
- Amelia Samson Roldan
- Amelia Malapitan Crespo

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 College of Hospitality Management
First Semester, A.Y. 2020-2021
MODULE 1

PRELIM

Organizing the Housekeeping

A. Housekeeping – definition, Importance

B. Types of Housekeeping
C. Housekeeping Organization
D. Standards of Good Housekeeping

Name:
Course & Year:
Time/Days Allotment:

Introduction;

Housekeeping is often one of the most neglected areas of operations among hotels,
resorts and many lodging establishments. With the limited knowledge of many staff on
housekeeping standards and procedure, a lot of unsound housekeeping practices remain
uncorrected. Bacteria and pests proliferate, making occupants vulnerable to various forms of
illness. Furniture and fixtures that are not properly cleaned and maintained will have a
shorter life span. Improper housekeeping also contributes to safety hazards that could
endanger the lives of occupants.

For any disease or accident emanating from poor housekeeping maintenance, the
management shall be held liable. It can result to a loss of reputation and patronage, or
worst, a loss of business license. Proper housekeeping therefore must be given serious
attention for a hospitality establishment to sustain its reputation and patronage.

I. Objectives;
At the end of this module, the student will be able to;
 Identify and perform different housekeeping services
 Differentiate types of housekeeping
 Familiarize on the organizational hierarchy of hotel housekeeping
 Perform the correct procedures in handling housekeeping requests.
 Perform standard operating procedure used in ideal hotel housekeeping

II. Lecture;

The word “HOUSEKEEPING” refers to the upkeep and maintenance of cleanliness

and order in a house or a lodging establishment such as inn, hotel, apartel, condominium,
resort, dormitory or a hospital. A housekeeper is one who is responsible for administering
housekeeping maintenance and for insuring that everything is in order. She sees to it that all
occupants are comfortable, safe and protected from disease-causing bacteria.

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 Housekeeping job among commercial establishments is more complex to manage than
those done in the house. With a lot of guests to attend to, the housekeeping responsibilities
in hotels, resorts and other commercial lodging houses are distributed to several sections of
the housekeeping department. There is a section that attend to the maintenance of
guestrooms, another one to public areas while a separate unit takes care of the linen and
laundry.

Though each section attends to a specific function, efforts have to be well coordinated
among the various sections to ensure efficient housekeeping maintenance.

TYPES OF HOUSEKEEPING
1. Domestic Housekeeping – refers to housekeeping maintenance in a house. It
covers bedrooms, kitchen, dining, receiving area, grounds and the surrounding areas
within the house.
2. Institutional Housekeeping – applies to housekeeping maintenance in
commercial lodging establishments like hotels, resorts, inns and apartels.

Institutional Housekeeping usually covers the following areas;

 Guest rooms
 Hallways and corridors
 Lobby
 Public areas and restaurants
 Offices
 Stairways
 Grounds and plants
 Linen and laundry area
 Pest control
Scope of Housekeeping Maintenance
1. Maintenance of public areas to include:
 Lobby
 Corridors
 Function rooms (conference room, social hall)
 Offices
 Grounds and garden landscape
 Reception area
 Hallways
 Other areas accessible to public

2. Rooms maintenance, covering;

 Guestrooms
 Hallways in guestroom areas
 Service station
 Linen room

3. Linen and laundry service, servicing;

 Guest laundry
 Uniform of staff
 Linen used for food and beverage operation

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 4. Installation, cleaning and maintenance of fixtures and facilities like
furniture and appliances.

5. Pest control

HOUSEKEEPING ORGANIZATION

Housekeeping operations in most hotels fall under the Rooms Division. In some
establishments, it is a sub section under the Facilities Maintenance Department. The set up
and work distribution varies among hotels and other establishments, taking into
consideration the size of the company and the volume of work to be done.

In a hotel or resort, the housekeeping job is distributed to various sub sections. There
is a section for Rooms Maintenance, another one for Public areas, and a separate section for
Linen and Laundry Service. Each section is headed by a section head like a Head Houseman
for Public Area, Rooms keeping supervisor for guestroom maintenance and a linen and
laundry supervisor for the linen and laundry service. All these section heads report to the
housekeeping manager who acts as department head.

Organizational Chart of the Housekeeping Department

(For Large Establishment)

Executive Housekeeper or Housekeeping Manager

Rooms keeping Public Area Supervisor Linen & Laundry

Supervisor Supervisor

Linen Attendant
Houseman

Room boy Utility/Maintenance

Laundry
attendant
Pest Control
Chambermaid
Technician

Valet Runner

Mini-Bar Attendant Gardener/ground

Maintenance
Steam presser/
5 Ironer
 Organizational Chart of the Housekeeping Section
(In Smaller Establishment)

Housekeeping
Supervisor

Assistant Housekeeping
Supervisor

Room Attendant Houseman and Linen and Gardener and Ground

or Room Boy Powder Girl Laundry Maintenance
Attendant

Standards of Good Housekeeping

1. Cleanliness
 All areas are immaculately clean, corner-to-corner, top to bottom, including
surfaces.
 Closets, cabinets and storage areas are also kept clean.
 Furniture and fixtures are properly dusted; doorknobs and metal fixtures are
polished with the right metal polish.
 Windows and glass panels are dusted and polished.
 Floor are vacuumed, polished or shampooed when necessary.
 Ground are free of liters and dirt.
2. Orderliness
 Facilities and fixtures are properly arranged and installed in their appropriate
location.
 Room amenities are properly installed in appropriate location
 Beds in guestrooms are made up properly, linen are mitered and wrinkle free.
3. Sanitation
 The whole are is free from all sources of bacterial contamination such as un-
disposed garbage and leftover, stagnant water, etc.
 Wet garbage containers are underlined with plastic liner and covered; trash and
waste are disposed regularly.
 All items for personal use of guests and which come in contact with the body like
linen, cutleries, glasses etc. are sanitized with sanitizing detergents to protect
guests/users from bacterial contamination.

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  Glasses that are installed in guestrooms are covered or wrapped in to protect
them from dust and contamination.
 All areas inside the building are protected from pest infestation and are regularly
fumigated
 Cleaning and disinfecting tools are stored away from food.
 Chemicals are labeled and stored away from food.
4. Guests and Clients’ Comfort
 rooms are properly ventilated and lighted
 guests are not disturbed by noise and other forms of distractions
 there are sufficient amenities for the comfort of guests like linen, toilet tissues,
soap dispenser with liquid soap, drinking glass, etc
5. Eye Appeal
 Ambiance is soothing to the eyes, not dim or dull.
 There is a suitable interior design and proper blending of colors.
 No eyesore can be found at the front of the house like lobby, hallways, reception
areas, etc.
 Wall decors are posted at eye level.
6. Safety
 Offices, conference rooms, social hall and public areas are free from safety
hazards like open electrical outlet, dangling wires, damaged tiles, slippery floors,
broken chairs, etc.
 Guestrooms are checked for safety hazards during the room check
 Safety hazards are corrected before they can cause injury or accident;
 Building is provided with all required safety facilities like ventilated fire exists,
emergency alarm, fire extinguishers/hoses, luminous safety signs, etc. safety
standards prescribed under the building code are strictly enforced.
 Safety instructions during emergencies are available in guest rooms.
 The hotel or building is prepared for any emergency, has a well-organized safety
or emergency procedures and emergency brigade.
 All staffs are trained on emergency procedures
 Trained roving guards are available in hotels to check movements in guestrooms
and to insure
7. Materials Control and Preventive Maintenance
 There is a designated budget for supplies and materials.
 Consumption of supplies is always monitored. Excessive consumption is
determined and reported.
 Par stock requirements are established and maintained; regular requisitions are
made.
 All tools and equipment are stored safely in their appropriate storage.
 Chemicals are diluted properly and used sparingly.
 Supplies and materials are consumed within the limits of the budget.
 All appliances and equipment are regularly checked for any damage and
maintained in a safe, working condition to avoid accidents.
 Losses, damages and equipment breakdown are properly reported documented
and accounted for and investigated.
 There is regular inventory of supplies and materials
 Effective control measures are designed and enforced to prevent losses and
pilferages.
 Regular cleaning and check-up of equipment is undertaken

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  Housekeepers are trained on the proper use and maintenance of equipment,
chemicals and supplies.
 Negligence and recklessness of staff in the use of equipment and supplies that
result to damages or accident are reported and subjected to disciplinary action.
8. Guest Relations
 Requests and concerns of house guests and clients are given prompt and proper
attention.
 Staff exhibit warm and pleasant disposition in dealing with guests.
 Tact and courtesy is observed in dealing with customer complaints.
 Customer feedback is solicited to determine guests’ satisfaction
 Customer feedback and concerns are logged down and discussed for corrective
action during meetings.
 Staff expresses warm appreciation and gratitude for guest patronage.
 Customer needs and concerns are promptly and properly attended.
 There is accurate and appropriate response to inquire/requests.
 Service providers go out of their way to render extra service to guest.
 Guests with special problems like sick, intoxication ones, etc. are given the
necessary assistance and support.

College of Hospitality Management

First Semester, A.Y. 2020-2021
MODULE 2

PRELIM

Public Area Maintenance

A. Job description of Maintenance Personnel

B. Cleaning Equipment and their Proper Usage
C. Cleaning tools, Supplies, and Materials
D. Cleaning Standards
E. Floor care, Cleaning and Maintenance
F. Floor Cleaning Process- Stripping, Sealing, Finishing
G. Maintaining Floors – Daily Routine
H. Floor Polishing
I. Carpet Shampooing, Spot Removal
J. Carpet Extraction - Procedures
K. Care and Maintenance of the Different Types of Floors
L. Bathroom and Toilet Cleaning
M. Furniture Cleaning, Care and Maintenance
N. Window Cleaning
O. Cleaning the living and Dining Room and Offices
P. The 5’S’s of Good Housekeeping

I. Objectives;

At the end of the course, the student is expected to;

 Apply the correct chemicals, equipment and procedures for cleaning the room.

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  Select chemicals used in housekeeping department and state their intended uses.
 Recite the intended purposes of chemicals used in the housekeeping department and
define common chemical terms presented.
 Familiarize on the different hotel housekeeping cleaning supplies.
 Comply with occupational health and safety requirements in preparing dry and wet
cleaning agents and chemicals.
 Identify and explain different cleaning operations, chemicals and treatment of
common hazards.
 Perform the general rules in the use of cleaning equipment.
 Demonstrate hotel standard procedure on bathroom cleaning
 Apply hotel standard procedure on furniture cleaning
 Perform hotel standard on furniture cleaning.
 Perform cleaning wet and dry areas according to enterprise procedures.
 Practice maintaining and storing cleaning equipment and chemicals.

II. Lecture

Public area refers to all parts of a building, hotel, resort or any lodging establishment
which are for public use. These include corridors, hallways, grounds reception areas, public
comfort rooms, offices and function areas where social events like parties and seminars are
held.

Among hotels and resorts, the cleaning and maintenance of public areas is assigned
to a sub section of the Housekeeping Department, Headed by a Public Area Maintenance
Supervisor, and Sometimes known as Head Houseman. His crew consists of cleaners, known
as “houseman” or “janitor”, gardeners and pest control technicians (if this is done in house)

Among small Establishment, the houseman or the housekeeper assigned to public areas
does multiple task like janitorial work, facilities maintenance, gardening and pest control

The Responsibilities of the above mentioned personnel are as follows:

A. Head Houseman or Public Area Supervisor

Basic Function: the direct and control all activities concerning public area
maintenance and to ensure conformity to prescribed housekeeping standards and
policies.

Duties and Responsibilities;

1. Maintains quality housekeeping in all public areas paying special attention to
cleanliness, orderliness and safety in all covered areas;
2. Conducts regular inspection of the different public areas; checks the quality of
cleaning and maintenance and ensure that all areas are free of safety hazards.
3. Checks order in all areas and makes sure that fixtures and furniture are installed
in the right order and location.

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 4. Monitors and supervises the proper use, storage and maintenance of cleaning
equipment as well as housekeeping tools and supplies
5. Checks equipment regularly for their condition, have them cleaned regularly and
repaired when out of order
6. Checks and maintains par stock requirements. Makes requisition to replenish
supplies;
7. Initiates and supervises weekly inventory of cleaning supplies and other
housekeeping items allocated to his unit, reports losses and damages and takes
corrective action against reckless use of equipment
8. Reports to management all unusual incidents and accidents in the public areas,
paying attention to safety hazards and items needing corrective action.
9. Trains, coaches and supervises housekeeping staff in the performance of their
duties.
10. Evaluates the performance of subordinates and conducts appraisal interview
11. Perform other related duties as maybe assigned by superior

B. Houseman

Basic Function: to attend to the upkeep and maintenance of cleanliness and

orderliness in public areas assigned to him.
Duties and Responsibilities:
1. Secure cleaning supplies, materials and equipment and looks after their proper
use, storage and maintenance
2. Check the location, condition and arrangement of fixtures in his area of
responsibility; sees to it that they are clean and properly installed
3. Clean and sanitizes public comfort rooms under his area in accordance with
standard cleaning procedures
4. Replenishes guest supplies in public comfort rooms, including paper towels, toilet
tissues, soap, etc.
5. Cleans and sanitizes all areas assigned to him following standard cleaning
procedures
6. Perform other job as follow:
 Vacuums/shampooing carpets and upholstered furniture
 Sweeps/scrubs/polishes floors and walls
 Polishes/ dusts off all fixtures
 Cleans ceilings, exhaust and glass panels
 Collects and disposes garbage and litters
 Changes/cleans ashtrays
 Disinfects toilets bowls, urinals
7. Reports all noted damages and out of order facilities in his area of responsibility,
takes note of defective cleaning equipment, busted bulbs, torn carpets, crack on
walls, defective sinks and toilet bowls, clogged floor drain, cleaning leaks,
defective locks, etc.
8. Conduct fumigation in the absence of a pest control technician
9. Reports guest complaints to his supervisor as well as suspicious objects or
persons

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 10. Turns-over to superior all lost and found articles
11. Prepares daily accomplishment report and submits them to supervisor
12. Perform other related duties as may be assigned by superior

C. Powder Girl
Basic Function: Responsible for the cleaning, care and maintenance of ladies
comfort rooms and locker rooms.

Duties and Responsibilities:

1. Maintains a par stock of cleaning supplies and makes requisition to replenish
stocks.
2. Regularly cleans ladies comfort rooms and locker rooms following standard
cleaning procedures. She
 Disinfects toilet bowls
 Scrubs, clean, wipes dry floor and wall tiles
 Polishes chrome and metal fixtures like faucets
 Fumigates the area as needed
 Dispose garbage, washes and dries garbage bins
3. Replenishes toilet amenities like toilet paper, soap, paper towel, etc.
4. Checks the condition of fixtures and toilet facilities, checks for leaking faucets,
defective tiles, etc. and reports any defect to her supervisor
5. Retouches the cleaning of comfort rooms from time to time
6. Regularly checks trash and empties garbage bins from time to time
7. Assists in other cleaning or housekeeping job when not loaded
8. Assists in the issuance of lines if she has available time.
D. Gardener and Grounds Maintenance Crew
Basic Function: Responsible for maintaining the grounds including plants and
landscape

Duties and Responsibilities:

1. Performs daily sweeping and cleaning of grounds following standard cleaning
procedures
2. Maintains supplies for plants and grounds maintenance and makes requisition to
replenish stocks.
3. Looks after the care of plants, prunes leaves, applies fertilizer, weeds out dried
leaves, does other related gardening jobs
4. Maintains the landscape and insures that everything in in order
5. Performs cultivation of plants through planting and other techniques; scouts for
new ornamental plants
6. Performs side duties like maintenance of cleanliness of the pool area, fountains,
façade, gardens, motor pool and other related areas.

E. Pest Control Technician

Basic Function: To Attend to the prevention and control of pests through
preventive and corrective measures.

Duties and Responsibilities:

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 1. Checks areas where pests and insects proliferate and performs the necessary
fumigation
2. Looks for patches or holes and other entry points of insects and takes corrective
action
3. Maintain stocks for pest control and looks after their safekeeping and reasonable
use
4. Checks for possible sources of the proliferation of pests and insects, makes
report and recommendations to remedy the situation
5. Perform fumigation in accordance with prescribed procedures

Cleaning Equipment and Supplies

Good Housekeeping in public areas, be it a hotel or building requires very thorough

cleaning. With a clean and sanitized environment, house guests and occupants are protected
from possible diseases.

For a thorough cleaning, the establishment must be equipped with appropriate

cleaning and sanitizing equipment, tools and supplies as follows;

A. Floor Cleaning Equipment

Cleaning Equipment Usage and Maintenance

It is used to eliminate loose soil and dust particles from

carpet surfaces, upholstered furniture and even hard
surfaces.

Dust bags must be emptied daily.

After using, roll back the wire neatly on the back of the
Vacuum Cleaner vacuum cleaner. Place it on one end of the trolley

To be used in scrubbing, stripping and polishing hard

floor surfaces and also vinyl, wood parquet, etc.

Use the appropriate par for scrubbing, stripping and

polishing. Give the wax on the floor enough time to dry
before polishing.

Floor Polisher

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 This is used to pick-up dirt and particles from the carpet.

Press the handle And push towards the dirt to vacuum-

sweep the carpet

Carpet Sweeper

This is called an “all purpose vacuum” as it is used for

both dry and wet surfaces and also for absorbing water
in flooded or wet surface.

Hydro-Vacuum Cleaner

To be used for drying carpet after extraction. It

expedites drying by about 50%

Carpet Extractor

B. Floor Cleaning Tools

1. Floor Mop- for mopping, floor stripping and waxing
2. Mop wringer – used to wring and flush out excess water in the mop during damp
mopping.
3. Floor/window squeegee – this is needed to remove excessive water from the
surface and corners. It also speeds up the drying process. Make sure that rubber
strips are supple. Have it replaced the moment it turns hard and brittle.
4. Soft Broom and Stick Broom – soft broom is for the fine and flat surfaces like
vinyl and wood. Stick broom is ideal for rough surfaces like grounds.

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 5. Dust Mop – to be used to dust mop the floor during follow up cleaning
6. Caution Sign – warning sign to alert people that the floor is wet and slippery and
they should not step on it. It is tool for the prevention of slips and injuries.

C. Other Cleaning Tools and Materials

1. Room boy’s Cart – carrier of amenities and cleaning supplies during room make
up.
2. Caddy Box – container for cleaning chemicals and tools.
3. Scouring Pads – should not be used for painted surfaces, mirrors and glass
panels, nor with scouring powder. Always make sure the pads are wet before using
them. Wash and rinse after each use. Also rinse at the end of each day to insure
that there is no soap left on the pads.
Green Pad- for scrubbing purposes only.
White Pad- for cleaning painted surfaces, glass mirrors, and porcelain
4. Dusting Cloths – this is used for dusting wooden furniture. Make sure the cloths
are clean; otherwise the dusty cloth will merely rub the dust unto the surface being
dusted.
5. Cleaning Towels – it is used for drying bathroom walls and floor tiles after they
are cleaned. Make sure the cloths are dry. If the walls and tiles are not wiped dry,
water marks will develop.
6. Polishing Clothes – this cloth is used for polishing metal surfaces like bathroom
fixtures. Use cloths that are made of fiber to be able to absorb the water left behind
during the cleaning process.
7. Hand Brushes – make sure that the brush is not left immersed on the cleaning
water for a long time.
8. Dusters – use dusters for dusting furniture and fixtures
9. Toilet Bowl Brush – toilet brush should be kept after use in the storeroom either
in a holder or in a plastic bag hanging on one end of the trolley. Never leave the
brush with other cleaning equipment elsewhere as they contain a lot of dirt and
bacteria that can contaminate other cleaning materials.
10. Ceiling Brooms – use this broom to remove cobwebs in the ceiling. Clean the
bristle of the broom after use and at the end of each shift.
11. Grouting Brush – for cleaning in between surfaces of tiles. Brush the cleavages in
between tiles using this tool, then sweep away the dust.
12. Oilers – to be applied in hinges of doors so as to prevent squeaking sounds from
the door. Use sparingly. Once there is no squeaky sound, wipe excessive soil away
as it can spill on floor or carpet and cause stain.
13. Tongs – to be used for picking up dirt and cigarette butts found on ashtrays. This is
used to protect the hands from getting into direct contact with the dirt that maybe a
source of bacterial contamination and disease.
14. Sponges – to be used for cleaning the surfaces. Wash and rinse after use; give
special rinse at the end of the day to make sure that there is no soap left in the
pads.
15. Putty Knife/Scrappers – for scrapping embedded dirt and candles that stick to
floors.
16. Portable Stairs – to prevent an accident, try to reach high areas to be cleaned
using this stairs. Then fold and return to its storage after use.
17. Insect Sprayer – used for fumigation so as to eliminate pests’ ad mosquitos. Spray
the area while window and doors are close. Leave it closed for at least 15 minutes
the open to allow vapors and bad smell to evaporate. Then remove dead

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 mosquitoes. Wipe smooth surface after spraying to remove any oily film that settle
on them. Cover your nose so as not to inhale the chemical.
18. Hand Gloves – protection of cleaners against contamination during the cleaning
process.
19. Goggles – serves as eye protection when handling dangerous chemicals while
cleaning.
20. Trash Receptacles with Plastic Liners – the receptacle is for the disposal of
trash. The plastic liner helps to capture soil moisture, as well as germs and fungi
that would have embedded into the lining of the trash can. If these are not
eliminated, they can cause foul smell, aside from harboring more bacteria.

D. Cleaning Chemicals

Floor Cleaning Chemicals

Stripping chemical – for stripping or removing embedded dirt or wax.

Sealing chemical – to seal floors, cover holes and to prepare the floor for floor finish
Emulsion wax – this is a buff able wax used for resilient floor like vinyl, linoleum, and
rubber tile. It can also be used for concrete floors and marble.
Solvent Wax – this is a kerosene based wax that is used for wooden floors.
Paste Wax – to be used for polishing stone floors, wood and resilient floors.
Carpet Shampoo – for shampooing carpet
Carpet Stain Remover – used to remove stains or spots on carpets. See procedures
for spot removal.
Buffing solution – for buffing so that the gloss of the floor will be maintained.
Extracting solution – used along with the extractor when extracting carpets.
Degreaser – use this chemical to remove grease, oil, dirt carbon, ink, mildews, soils
and waxes on floors.

Chemicals for Cleaning Furniture, Fixtures, other Areas

Wood Polish – to polish wood surface, leather and imitation-leather surfaces. Spray it
sparingly and evenly on the surface.
Disinfectants like Lysol, used with a sprayer – they are used to disinfect toilet bowls,
urinals, sink and other areas that are most vulnerable to bacterial contamination. Dilution
will depend in the degree of disinfection. The average is one cup of Lysol to 1 gallon of
water.
Metal Polish – to be used for polishing brush copper and metal surfaces. Apply small
amount on a cleaning towel and rub metal surfaces until the tarnish will disappear. Rinse
immediately and remove left-over polish with hot water.
Air freshener – to be sprayed in the room in order to remove foul odor in guestrooms,
comfort rooms or any area with foul odor. Use sparingly.
Muriatic Acid – this strong chemical shall be used only for removing cement or plastic
remains from floors. It is not advisable in cleaning toilet bowls since it is very strong and it
can damage the tiles.
Lacquer or Paint Thinner – use this chemical to remove lacquer or paint from hard
surfaces. Apply with a cleaning towel or scouring pad until the leftovers are removed.

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General Rules in the Use of Cleaning Equipment
 Check electrical appliances and equipment before use. Check if there are frayed
wires, loose plugs and connections. Never use any appliances that is defective.
 Handle equipment with care and never bump them on hard surfaces
 Clean and store equipment in their custodial room immediately after use.
 Empty dust bags of vacuum cleaners before they overload and after use
 Follow manufacturer’s operating instruction
 Schedule a regular check-up of equipment to prevent serious breakdown.
 To avoid electric shock or short circuit, do not expose equipment to rain or
water. Store them indoors to protect them from getting wet. Electrical equipment
should never be used in wet surface.

Cleaning Standards

Task Standards (Expected Results)

1. Ceiling  Ceiling is free of cobwebs and dirt

Cleaning  Ceiling fan and fluorescent are thoroughly dusted
 Spots if any are removed

2. Sweeping  All swept floors do not have dust streaks nor dust
show mark where dirt was picked up
 No dirt left on corners, behind doors, under carpets
or furniture
3. Vacuuming  All carpeted areas/upholsteries are vacuumed
regularly, kept clean, free of dust
 All spots are removed upon discovery
4. Floor  Stripping and removal of old floor finish is done
Stripping whenever necessary to avoid yellowing and build up
in corners, baseboards or under furniture.
5. Mopping  Water is used sparingly. Cleaning solutions are rinsed
quickly and the floor is dried at once.
6. Floor
Finishing  Floor finishes are not allowed to build up in corners,
baseboards or underneath furniture.
7. Dusting  All surfaces are dust free
 All corners are vacuumed
8. Window  Window glasses do not have smudges nor
Cleaning watermarks
 Window frames and channels are dust free.
9. Cleaning
Glass Panels,  It is thoroughly cleaned, no visible streaks, scratches
Mirrors or spots.
10. Cleaning of  Ashtrays are emptied of soil and cigarette butts,
Ashtrays washed and wiped-dry.

 Trash, garbage and dirt are disposed immediately.

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 11. Waste  Containers are cleaned as often as necessary
Disposal  Containers are underlined with Plastic
Garbage
Container
12. Dusting/  It is thoroughly dusted, surfaces are free of dirt and
cleaning of spots.
furniture and  Appliances are arranged in their appropriate location
fixtures  Upholstered chairs are shampooed or vacuumed
 Furniture has no damage or defect.
13. Comfort  The floor is mopped, sanitized and dried
Room and  There is no sign of marks or streaks on walls,
Restrooms fixtures, doors, door handles and other surfaces
 All metal fixtures and hard ware are cleaned and
polished with metal polish
 Bathroom mirror is well polished and wiped dry,
there are no marks or spots.
 The sinks are clean and sanitized with sanitizing
chemical and they are free of foul odor
 Bathroom supplies are replenished and installed
according to standard arrangement
 Shower curtains are properly brushed and wiped-dry
14. Grounds  All walkways, parking spaces, planted areas are
Maintenance clean, free of littered objects.
 Cemented/concrete pavements are free from spots.
They are scrubbed regularly and are dust free.
 Plants are watered regularly, pruned and trimmed
periodically and as necessary.
 Soil is regularly cultivated, fertilized periodically and
planted to prevent eroding.
 Plant pests are eradicated. Fumigation is conducted
on regular schedule or upon detection of the
presence of pests
 Pool flooring cleaned, scrubbed as scheduled and
whenever necessary to prevent the growth of algae
 Plants (in boxes are maintained and replaced as
needed.
 No safely hazard seen in the area.

Floor Care, Cleaning and Maintenance

Proper cleaning and maintenance of floors keeps them in good condition. Many floors
wear easily because of improper cleaning. They also easily lose their gloss and beauty.
Frequent repair or replacement may also be resorted to, resulting to bigger expense for the
establishment.
It is important to maintain not only the cleanliness but also the condition of floors,
making sure they are not broken, torn or damaged so as not to cause accidents. Cracks,
splinter and other problems should be repaired as soon as possible. Loose or defective floor
tiles should be replaced.

17
 Types of Floors Daily Maintenance

1. Hard Floors to Include;

 Marble - comes mainly from quarries in  Sweeping – daily
Rizal, Bulacan, Mindoro and Romblon. It
comes in wide varieties of color, sheen
and patterns formed by veins or clouds.
 Mixes – come in granolithic, terrazzo,
ceramic and tile, terra cotta, brick and  Vacuuming – daily
concrete and pebble washout.
 Terrazzo and Granolithic – have
basically the same composition as mixes;  Damp mopping- as
made out of marble chips and white needed
cement, compressed and thick slab
ground that is polished to a very smooth
finish.  Plain polishing-
 Ceramic Tile – is baked clay which daily
comes unglazed or with high glaze
 Terra Cotta – is hard baked clay tile in  Stripping and
reddish or red-yellow colors. finishing-
 Cemented or concrete – floor is a periodically
mixture of sand and cement with gravel,
broken stone and or other similar  Brushing with push
elements. The water allows the cement brush
to bind the mass into the desired form.
 Pebble washout – is a mixture of river
stones and cement. The color depends  Wet mopping
on the color of the stones used in the
mixture and the cement.

2. Resilient Floors
 Linoleum – is a mixture of solidified  Sweeping – daily
linseed oil, gums, and pigments, cord
dust, laid on burlap, canvas or felt
backing. It comes in attractive patterns-
geometric, floral and abstract.
 Vinyl – is made of plastic (polyvinyl  Damp mopping – as
chloride compounds) and comes in cheer needed
vinyl, rot vinyl, asbestos tile and
homogenous vinyl tile.

18
  Asphalt tile – is a mixture of asbestos  Spray buffing/polishing –
fibers, resin and asphalt. Its colors as needed
extend through the tile. It is a hard floor,
inexpensive yet attractive. Since it resists
the chemical reaction of alkaline
moisture, it can be laid directly over
concrete foundation slabs or basement  Vacuuming of corners –
floors. daily
 Rubber tile – is made of rubber, resins,
fillers, pigments and curing agents which
are mixed; formed into sheets and cured
through a heated process. Originally,
natural rubbers are used in making the
tile. Today synthetic rubber is used.  Sanding – initial application
3. Wood Parquet Floors  Sweeping – daily
 Spray buffing/polishing –
as needed
 Vacuuming of corners –
daily
 Dust mopping
4. Carpeted Floors  Vacuuming-daily
 Shampooing-when heavily
soiled
 Extraction – when the soil
has penetrated the inner
layers such that it can only
be removed by way of
extraction.

Floor Cleaning Process

1. STRIPPING

2. SEALING

3. FINISHING

4. MAINTAINING

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

Supplies and Equipment Needed;

 Mop
 Hand Gloves
 Polisher
 Mop wringer
 Floor stripper
 Wax remover

STEPS PROCEDURES

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

2. Place a caution sign to prevent slips on the Place the sign in the working area “wet
floor. floor, watch your step”
3. Prepare the stripping solution. Mix 1 gallon of floor stripper to 4 gallons
of water in a bucket, for every floor area
The dilution will depend on the degree of soil. of 250 square meters. Dilution sometimes
Heavy soil needs higher dilution. varies for different types of stripper. Read
instructions on the label.

Dip the mop on the solution. Do not

squeeze the mop. Spread the solution and
cover the whole area.
4. Soften the old film to make stripping easier to Spread the solution on the floor with a
accomplish. mop and let it be absorbed for 10-12
minutes.
5. Scrub the area thoroughly from farthest to the Use a floor machine with an abrasive pad
nearest or brush, depending on the type of floor.
6. Pick up the softened and suspended film, dirt Use a mop or use a wet-dry vacuum
and soil
7. Rinse the floor thoroughly Remove all cleaning solution, using a
clean mop. Use a different mop for rising

Make sure the coats are even.

8. Let the floor dry completely Once dried, the floor is now ready for the
application of wax or floor finish.
9. Recoat when necessary

20
 B. SEALING FLOORS
Sealing follows stripping. A floor sealer-chemical is applied on the floor to
protect the surfaces and to act as a bond between the floor sealer and the finish
(wax). Sealing helps to smoothen rough surfaces and scratches. It also protects the
floor of other types of floor abuse thereby enhancing its appearance.

Supplies and Equipment Needed;

 Wet mop
 Sealer solution
 Plastic liner

STEPS PROCEDURES

1. Prepare the floor area Place the caution sign in a visible location

Put supplies and equipment in the floor area to

be sealed.
Put plastic bag (liner) into the empty bucket that
is to be used for the sealer solution, then pour
sealer into the lined bucket.

Using plastic bag liner keeps the bucket clean

and keeps the sealer from becoming
contaminated with any residue that might be in
the bucket

2. Dip the damp mop head into Wiring out gently such that the mop head is wet
the bucket with a sealer but does not drip.

3. Trace/outline the entire area to Start in one of the baseboards in the farthest
be sealed corner of the room.

If the entire area cannot be out lined before the

sealer dries, apply sealer to the floor along the
baseboards covering as much of the
traces/outline as possible.
4. Apply the sealer to the floor Work by sections, do a side to side motion,
area starting from the farthest corner and moving
backward toward the door. Overlap the strokes.
Avoid having puddles of sealer on the floor.
5. Allow the floor to dry If recoating is needed, follow the same steps
completely before applying above stated.
wax.

After sealing, the floor is now ready for wax application.

C. FINISHING FLOOR

21
 To finish a floor means completing the process of floor cleaning through wax
application only after it has been stripped of old sealers and wax and after it has
been sealed with a sealing solution.
A floor polisher is used to polish the floor.
Supplies and Equipment Needed;
 Mop and mop wringer
 Paste/liquid gas
 Finishing solution
 Floor polisher

STEPS PROCEDURES

1. Prepare the floor for mopping Dip the clean mop into the bucket containing
the finishing solution.

For non-buffable finishes (not fit for spray

buffing), dip the mop in the bucket of
finishing chemical then damp mop the floor
very lightly. Mop should be full but not
dripping.

For floors fit for buff-able finish, mop should

be wringing almost dry to make a thin coat.
2. Apply the floor finish Wiring it as tightly as possible through the
mop wringer/squeezer.

Partition the area to be mopped such that

mopping can be done part by part.

Start the application in a corner of the room

opposite the door or work towards the door.

Coat the edges of an area small enough to

be covered easily before the finish begins to
dry.

Re-wet the mop with a floor finish to make

sure the finishing chemical is applied evenly.

Continue to apply the finish, covering each

area before the adjoining area is dry, to
make a smooth even application, make sure
all pores are properly filled to lasting
protection
3. Allow time for the floor finish to The allowance for drying is at least one hour
dry
4. Apply another coat when Apply the succeeding coat of finish only after
necessary the first coat is thoroughly dry.

22
 To avoid contaminating the remaining
contents, never return leftover finish to the
product container.

MAINTAINING FLOORS
-after the floor is stripped, sealed and finished with the given procedures, it has to be
regularly maintained with proper cleaning and other maintenance tasks so that its gloss,
quality and condition will be sustained and it will neither suffer from premature wear and
tear.

-floor maintenance maybe accomplished by regular cleaning, sweeping, mopping, polishing

and buffing. The type of cleaning and maintenance depends on the type of floor.

Daily Routine:
1. Sweep the floor with a broom to remove loose dirt and litter
2. Dust mop with a treated cloth
3. Spray-buff regularly with buffing chemicals. Spray 2-3 squirts on the floor, then buff
immediately to restore the shine.
4. Sweep the floor with a broom or collect dust using a vacuum cleaner.
5. Damp-mop the floor regularly with a cleaning agent.

TYPES OF FLOOR CLEANING AND MAINTENANCE

TYPE OF FLOOR CLEANING EQUIPMENT AND SUPPLIES

1. SWEEPING – removing dirt and Soft broom for fine surfaces like cemented
trash from floors using sweepers and floors, vinyl.
dust pan
Stick broom for hard surfaces like grounds
Carpet sweeper for carpets.
2. VACUUMING – elimination of Ordinary vacuum cleaner or hydro-vacuum
embedded dirt on floors using a (wet and dry vacuum) for wet and dry
vacuum cleaner. surfaces)
3. DUST MOPPING – dusting away Dust mop
dirt on floors using mops.
4. DAMP MOPPING – mopping the Floor mop
floor with lightly wet mop to clear
the floor of dirt and soil. Mop wringer for squeezing excess water
and to prevent dripping
This is the fastest and best way to
make a follow up cleaning
5. SPRAY BUFFING – spraying the Sprayer
floor with a buff finish to clean and Buffing solution
restore its gloss and prolong its Nylon pads floor polisher
beautiful appearance.

23
 6. SHAMPOOING – removal of Push brush
embedded dirt and stains using Carpet shampoo
carpet shampoo either manually or Pail of water
by the use of a machine. This
process applies to carpets. Shampooing machine
7. EXTRACTION – is the process of
extracting deeply embedded dirt and Carpet extractor
soil in carpets especially those in
inner layers that cannot be removed
by shampooing
8. CARPET DRYING – drying of the Carpet dryer
carpet it has undergone shampooing

A. Floor Polishing Procedures

Cleaning Equipment and Materials needed

 Floor polisher
 Polishing or scrubbing pad
 Polishing pad
 Steel wool
 Wax
 Mop
 Soft broom and dustpan
 Hand gloves
 Caution sign

STEPS PROCEDURES

1. Install a caution sign to prevent slips and The sign mist be labeled:
accidents arising from wet and slippery “caution, wet floor”
floors.
Place it in such a way that can be easily seen.
2. Dip or dry clean the floor to remove Roll steel wool on the polishing pad. Insert or
scratches and dirt that have penetrated attach it to the brush.
the floors.
3. Damp mop when the floor is a little bit Start from the corner to make sure that no
wet so that dirt, dust and loose soil can portion is missed out
be easily absorbed
4. Apply wax to the floor. Let it dry before Pour wax directly to the mop and start applying
polishing to get better results. evenly to the floor. Allow the wax to dry for
about 10-15 minutes.
5. Polish the area evenly to make it more Preferably use a polishing pad. If the wax on the
shiny and presentable floor surface is very thick, the floor should be
wet-scrubbed.

24
 6. Sweep the area to pick up the remaining Use the soft broom and dustpan moving from
dirt and dust that has loosened on the one corner to the other.
floor surface

Note: if the floor has been previously applied with a wax, retouch the shine by
plan polishing – that is directly polishing the floor with a floor polisher.

Carpet Shampooing and Spot Removal

Equipment and Supplies Needed;

 Vacuum Cleaner
 Pail and Dustpan
 Shampooing Machine
 Stain Remover Solution
 Push Brush or Hand Brush (if manual)
 Rags, Broom
 Caution Sign
STEPS PROCEDURES

1. Prepare all the above materials Get the supplies from the stockroom

2. Sweep the area to be cleaned Use a stick broom and dustpan. Clear
the area of foreign and pointed objects
like pins, than can damage the vacuum
cleaner.
3. Vacuum the carpet before shampooing Using a vacuum cleaner, start from one
to remove soiled particles that have corner to the rest, moving towards
penetrated the carpet. edges and corners.

4. If there is a stain, apply the stain Shake the can very well
remover solution on the stained area.
Apply the solution directly into the
Stain should be removed before the stained areas using a hand brush.
carpet undergoes shampooing
Do not spread the stains. Wash the spot
from the outside to the center to avoid
spreading the stain.
5. Shampoo the carpet First dilute the shampoo using 1-gallon
solution for every 8 gallons of water for
heavily soiled areas like function rooms
for less soiled areas, use a ratio of 1:15.

After diluting, apply shampoo using

machine or manual method. Follow
manufacturer’s directions.

Do not over-wet or use excessive water.

Always start at the far end corner of the
surface.

25
 6. Vacuum the area once again after Use hydro-vacuum machine to
shampooing to remove the foam completely dissolve soil and moisture
residue

Let the machine work along the sides

and corners.

If a rotary system is used, moved the

machine from left to right while
overlapping each stroke of the machine
run.
7. Push-brush the carpet fibers to make it
easier for the carpet to dry up, thus Use the push brush
making it look better.

8. Let the carpet dry If shampooing machine is used, let it

dry overnight. If manual method is
used, drying time is reduced to one
hour.

Carpet Extraction
-in cases wherein the soil has deeply penetrated the carpet layers, shampooing may
not be able to remove the soil underneath. If this is the case, use the extraction method,
using a carpet extractor. Too frequent extraction is neither recommended in as much as this
can destroy the fibers.

-by extraction, the dirt or soil in the carpet is loosened and then extracted. This process
applies to all types of carpet and offers the following advantages;
1. It provides for more thorough cleaning. It removes dirt right down to the base of the pile.
2. It leaves only small quantities of chemical residues, resulting to a low degree of
subsequent re-soiling.
3. Small amount of residual moisture (about 10-20%) is left due to more efficient vacuum
removal.
4. Drying period can be made shorter with the use of a carpet dryer.

Carpet Extraction Procedures

Equipment Needed
 Carpet Extraction Machine
 Carpet Dryer
Chemical Needed
 Stain Spotter
 Carpet Extracting Solution

STEPS PROCEDURES

26
 1. Install the caution sign before the Place the sign with a label “wet floor”
area to be cleaned.
2. Clear the carpeted floor of furniture Set aside movable objects to one side of
and other objects to make cleaning the room, careful not to create damage
easier and quicker.
3. Remove stains/ spots if they are Apply the stain solution. Saturate the stain
found in the carpet with the solution and brush away the stain
solution and brush away the stain with a
To prevent stains from spreading, carpet brush or cotton rag, starting from
remove them immediately as they the outside and working your way to the
occur. middle.
4. Prepare the extractor cleaner Pour the extraction cleaner solution to the
solution extraction machine following the directions
on the product label.

5. Extract the area Move in a straight line, overlapping each

pass.
6. Make a second pass over the area Using the carpet extractor, extract as much
to expedite and shorten the drying moisture as possible.
time.
7. As an option, apply carpet protector Mic carpet protector according to label
to the area to be protected instructions in a pressure sprayer.
8. Allow the area to dry Use the carpet dryer to speed up the drying
process.
9. Clear the area Put away equipment and supplies. Clean or
wipe down equipment and return it to their
storage area.

Spray Buffing
-this is designed to retouch the gloss of the floor. Use it only in areas that have become
dull and have lost its glossy appearance.
1. Sweep the floor with dust mop and remove sticky deposits with a putty knife or any
appropriate scrapper. It should not be sharp so as not cause damage.
2. For maximum ease or application, clean and restore the gloss of the floor using a floor
polisher and a spray gun puff finish.
3. Start at the far end corner of the surface and work backwards, maneuvering the machine
from left to right with over-lapping strokes, covering the entire surface.
4. A corridor maybe done in a single left to right stroke
5. If the surface is big, working in lanes is advised.

Care and Maintenance to the Different Types of Floors

A. Hard Floors
-they are called “hard” because they are tough and not easily pierced. They are cold
underfoot. The most common of these are marble and granolithic floors. They use
usually used in the living and dining rooms, terraces and in some utility areas.

Care and Protection of Hard Floors:

27
1. Protect hard floors from scratches, water-born stains, dirt and discoloration be
sealing them using floor sealers. Using ordinary wax on these floors without sealing
them first will mar their beauty and durability
2. Wipe off right away any spillage on the floor. Coffee, citrus, fruit juices and other
liquid that are spilled on unsealed hard floors can cause serious discoloration on
floors, making them look dull. There are times when the surface gets stained even if
the spillage is already wiped with damp cloth. This can be avoided if the floors are
protected with a sealer.
3. Avoid using hard cleaners like oil soaps since they can build up and create problems
when it’s time to put a maintenance coat on the floor. Instead, neutral Ph cleaner
made specifically for wood floors are recommended.
4. Place floor mats at entrances to trap dirt, sand and grit so that they do not get into
hard floors.
5. Prevent scratches by not dragging furniture unto it. Lift it when moving it. Felt
contacts under the legs will also help prevent scratches.
6. Vacuum with a brush attachment-don’t use vacuum with beater bars.
7. Close curtains and blinds or add sheer drapes to protect hard floors from the sun’s
intense UV rays. Direct sun can discolor the hardwood floor.

B. Resilient Floors
-the most common of the resilient (or man-made) floors are linoleum, vinyl, asphalt
and rubber tiles. They are man-made because, unlike wood and marble, they are
manufactured out of elements produced by chemical processes. They are resilient
because they are elastic and buoyant underfoot. Unlike wood and marble, they are
also non-porous. These floors are usually used in utility areas such as the kitchen
and the laundry room.
Care and Maintenance
1. Due to the residues that develop during the manufacturing process, new resilient
floors should not be waxed immediately after installation. Start by stripping the
floor, and then seal it with a floor sealer in preparation for the initial application
of wax.
2. For the care of the resilient floors, an emulsion wax is recommended. Frist,
sweep the floor to remove dust and to loosen dirt from the floor. Then apply a
small quantity of this emulsion wax on the floor using a mop and spread it
evenly. Let the wax dry completely for 20minutes, then buff with a clean dry
cloth or abaca footpads, a coconut husk or a floor polisher.
3. To prevent damage while removing chewing gum, candle wax and tar from
resilient floors, use an ice cube in a plastic bag and place it on the problem spot
area to harden the gum. Then scrape the dirt with a dull-edged tool. Clean by
rubbing with fine still wool or nylon net dipped in detergent solution. Rinse, let it
dry and apply it with emulsion polish.
4. To remove black heel marks from floors (without reducing the entire floor), rub
the marks with a fine steel wool or nylon net that is dipped in emulsion area,
blending edges. Then let it dry.
5. Excessive use of water or harsh cleaners cause tiles to loosen. Replace loose tiles
immediately. Use a mild cleaner and avoid flooding the floor with the water when
cleaning.

C. Wooden and Parquet Floors – comes from wood.

Initial Care:

28
  Have the floor properly sanded
 Vacuum clean.
 Fill or seal it with 3 coats of sealer then buff between applications.
 Apply solvent-based wax.

Daily:
 Buff with heavy-powered machine to bring out its gloss
 Apply second coat of wax and then buff again.
 Use wax treated dust mop which should be changed often.
 Damp mop (only if necessary) with just a little amount of moisture
Periodically:
 Buff floor with a bonnet pad or nylon pads.
 Spot clean with a damp mop and a diluted solution of detergent
 Rebuff. Apply light coat of ax if needed.

General Cleaning of Vinyl Floors

1. Sweep the floor using a soft broom to remove dirt and litters
2. Remove sticky substance with a putty knife.
3. Mop messy deposits and rinse thoroughly.
4. Damp mop the floor to remove stubborn dirt. Mop with all purpose detergents.
5. Rinse thoroughly with plain water.
6. Place “wet floor” sign on these areas until they are dry.
7. Strip, seal and wax using a self-shine finish or wax to maintain its cleanliness and
gloss.

Care and Maintenance of resilient Floors

1. When spills occur on wooden floors, wipe them immediately with a damp cloth or a
sponge. If the floor is spilled with milk, dip a cloth in a mild detergent solution and
with that, wring out and wipe the spill. Wipe for the second time with slightly moist
cloth to remove any soap film. Once the floor is dried, apply wax.
2. Sometimes white spots may appear on wooden floors after waxing. This is usually
caused by residues coming from unnoticed spills, especially those containing milk or
sugar. When the spots appear, remove them by pouring a little amount of liquid wax
on them. Rub them gently with very fine steel. Work carefully with the grain of the
wood, and buff immediately with a clean cloth to make them look shiny.
3. Buffing waxing need be applied everyday as these waxes give floors long-lasting
protection. Apply only when floors look dull or once a week or every two weeks.
When the floor is rarely used, buffing once a moth will do.
4. Apply waxes in areas that get heavy wear and become dull between waxing, such as
those located near entrances and exits. Use solvent-based waxes. It is not always
portions will blend perfectly with adjacent areas.
5. Stubborn spots on wooden floors maybe removed during waxing or in between
cleaning by rubbing them with a fine steel wool dipped in liquid wax.

-alkaline stains on wooden floors appear when sudsy cleaning solutions are spilled
and allowed to dry. To eliminate these dark spots, do the following;
> Remove all wax with naphtha or kerosene.

29
 > Thoroughly wash spotted area with vinegar, allow it to remain on the spots for
three or four minutes
> Wipe dry with a clean cloth. If repeated application of vinegar does not remove
spot, apply four percent oxalic acid solution. (1 tablespoon oxalic acid crystal in one-
cup water)
> allow it to stand within 2-3 minutes or until the spots disappear. Wipe it with a
damp cloth. If the wood looks lighter after the spots are removed, touch it up with
shellac or a penetrating floor sealer. Re-wax after it gets thoroughly dry.

D. Carpet Floors
-Carpeted floors are made from fibers. They need special attention. Improper
cleaning and treatment can destroy the fibers and turn them into a worn out carpet.
-Carpets are to be cleaned daily with a vacuum cleaner. If heavily soiled,
shampooing is necessary using either a manual method or through the use of a
shampooing machine.

Carpet Maintenance:
1. Make sure the carpet is properly installed. If this is not done correctly, it will
buckle and wear out a lot more rapidly. Choose patterns and blended colors over
a single, solid color.
2. Vacuum frequently so that dirt will not accumulate. When vacuuming cannot be
done immediately, keep dirt to the minimum by using a carpet sweeper.
3. Place a mat (about 12-15 feet long) at all entrances to trap dirt that can
penetrate the carpets. Most soil on carpets are brought in by foot traffic from
outdoors and from the kitchen. Keep the mats clean so that will bring in more
dirt.
4. Implement a spot removal plan. See procedures for spot removal.
5. Occasionally or as needed, clean by extraction. Contact a professional carpet
cleaner to deep-clean and remove any harmful bacteria build up.

Dealing with Carpet Stains and Spills

-when stains appear in carpets, try the following remedies;
1. Wipe out the spilled material as quickly as possible before they scatter and
contaminate the rest of the carpets.
2. Remove soiled stains by scrapping them with the dull side of a knife or through
the use of a scraper. Dip a sponge in cold water and use it to wipe always the stain.
If the stain still remains, dip the sponge in a detergent-cleaner instead of water.

To prepare a detergent cleaner, add 1 quart of warm water and one tablespoonful of
white vinegar. Vinegar is a weak acid that neutralizes alkaline substances.

Three types of Carpet Stains and Their Remedies

CLASSIFICATION REMEDIES
GROUP A Sponge the spill lightly with cold water and
 Soft drinks, alcohol, candies, wipe it with a sponge or tissue paper. For
urine, excrement and stubborn stains, sponge a detergent solution,
starches rinse with clean water, blot dry with paper

30
 towel; and then completely dry, and brush up
the affected areas.

GROUP B Remove or blot away the spilled substance,

 Ink, face cream, butter and working from the edge toward the center to
other oily or greasy avoid spreading the spill. For scraping, use a
substances spoon or the dull side of a knife. Sponge the
affected area with cleaning fluid, then brush
off.
GROUP C Blot out or scrape the spilled substance. Then
 Combination of A and B and sponge the detergent solution. If stains remain
include shoe polish, coffee, after the area is dry, use cleaning fluid.
vomit, blood and crayon

Removing Spots on Carpet

Source of Spots/Stains Solution

Sugar and starch Wipe spot with a cloth or sponge then rinse it with clean
water. Use dry cleaning fluid or an absorbent powder
cleaner.
Milk Sponge with a solution of water and detergent, then
rinse it with clear water.
Ink If a spot is caused by a washable ink, use a damp,
absorbent cloth. If the stain comes from a ballpoint
mark, use dry-cleaning fluid.
Pet Spots Sponge urine spots of pets thoroughly with clear water
then blot if off quickly. Go over the spot and apply a
solution of water and detergent, then wipe off with cloth
that is dampened with clear water, blot away any excess
liquid. If the sot has dried out, saturate it with solution of
½ cup vinegar to one cup of warm water and let it stand
for a few minutes. Blot and repeat the treatment until
the discoloration disappears. Then dry carpet as quickly
as possible.
Wax If the wax has dried, use a stiff bristle brush to remove
solid matter. For spots caused by paste or liquid wax or
furniture wax, use a dry-cleaning fluid. If stains remain,
rub it with warm soapy water or a foam-type rug cleaner.
Spots from self -polishing floor was should be cleaned
with warm water and detergent. If necessary, follow with
foam-type or dry cleaning fluid, or both.

31
 Cigarette Burns If burns appear on the surface of the rug, use a sharp
scissor to ship away blackened ends of tuft. Sponge with
a solution of wax and detergent, then sponge again with
clear water. For severely burnt spots, consult a
professional carpet repair service.

Removing Stains in Waxed Floors

Source Solution
Water Stains Rub the spot with no.2 steel wool and re-wax. For more
serious water stains, lightly sand with fine sandpaper,
clean the spot with no.1 or 00 steel wool and mineral
spirits or floor cleaner then refinish and wax.
Cigarette Burns If not sever, the burn can be removed by rubbing with
steel wool moistened with soap and water.
Heel and Caster Marks Rub vigorously with fine steel wool and floor cleaner.
Wipe dry and polish.
Ink Stains and Other Dark Use no.2 steel wool and floor cleaner to clean the spot
Spots and surrounding area. Thoroughly wash the affected
area. If the spot remains, sand with the sandpaper, re-
wax and polish
Chewing Gum and Wax Tap with ice until the deposit is brittle and crumbles off.
Deposits Pour floor cleaner around the stain so that the fluid soaks
under and loosens it.
Alcohol Spot Rub the spot with liquid or paste wax
Repairing wax Finishes Rub fine steel wool in a puddle of re-conditioner or paint
thinner and clean as you go. Apply wax and buff.

Note: always start cleaning at the edge of a stain and work toward the center so
that is will not spread to other areas.

TOILET AND BATHROOM CLEANING

Materials Needed:
 Bucket
 Cleaning cloth
 Toilet bowl cleaner
 All-purpose cleaner
 Scouring pads
 Rubber gloves
 Hand brush
 Warm water

Tasks Procedures

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1. Start cleaning the tiles, shower, Scrub them with all purpose cleaner, water
down to the bathtub. and scouring pad. Wipe dry with absorbent
cloth after cleaning.
Scrub to remove dirt and stains and
wipe dry to prevent the formation of
water marks.
2. Clean and sanitize the toilet bowl. Follow the prescribed procedures.

3. Scrub the faucet, lavatory, sink, Use a scouring pad to scrub the inner and
stopper, floor tiles, and shower outer portion of the lavatory sink, faucet
curtains to remove stubborn stains, knobs, rubber bail stopper, floor tiles and
eliminate foul odor and kill germs shower.
and bacteria.
Then dry it with absorbent cloth.
4. Clean the bathroom wall Follow procedures in bathroom wall
cleaning
5. Clean the mirror Spray it with a glass cleaner then wipe it
with dry absorbent cloth.

6. Wash the drinking glasses (if this is Wash them with soap and water then dry
installed in the bathroom) with clean dry cloth.

To protect the glass from contamination,

cover it with plastic cover or coaster or
wrap it in a bag.
7. Clean the shelves and cabinet Use a dry clothes

8. Polish all chrome fixtures Apply metal polish using a clean rag. Rub
until all the tarnish have been removed.
9. Clean the lavatory sink Pour water around the sink from under the
rim up to the bottom.
10. Rinse the lavatory sink Pour water around the sink from under the
rim up to the bottom.
11. Dry and polish the faucet and Using a dry cloth, wipe all surfaces of the
lavatory sink lavatory sink and the stopper. Then polish
the faucet.

This will prevent water marks and will make

the sink look shiny
12. Install the faucet knobs Screw the knobs using a screwdriver to
make sure the knobs are tight enough
13. Replenish bathroom amenities like: Place soap in the sink. Install paper towels
toilet tissue, liquid/bar soap, paper in their dispenser. Hang the sanitary bag
towels, sanitary bag inside the toilet.

Replace soiled towels with fresh ones.

14. Dispose trash in all trash cans. Pull out the trash from the trash liners and
dispose them.

33
 Clean and wash the trash containers and
wipe dry

Install waste liners into the trash cans and

place them beside the toilet bowl. For
public toilets, have another trash container
beside the faucet.

Cleaning of Bathroom Walls

1. Wet the surface to soften the dirt. Splash it with warm water.

2. Apply all-purpose cleaner to clean and Scrub the cleaner unto all surfaces starting
deodorize the surfaces. from the upper portion to the downward
portion. Brush in between marbles.
3. Rinse the surface to wash away dirt. Splash it with warm water from top to down
ward portion
4. Dry and polish the surfaces to wash out Wipe the whole surface with a dry cloth to
softened dirt. prevent water marks.

Cleaning the Toilet Bowl

1. Flush the toilet bowl to wet the surface Pull the flush downwards.

2. Pout the toilet cleaner to disinfect and Squeeze the cleaner unto the surface and inner
deodorize all areas, including the hidden side of the toilet bowl.
surfaces of the bowl.
3. Leave the toilet bowl cleaner to soak (at Close the cover after applying the bowl cleaner.
least 2 minutes) to soften the soil and
make it easier to remove
4. Clean the toilet bowl and remove all Using a brush, move around the bowl from
hidden dirt under the rim under the rim up to the bottom
5. Flush it again to rinse the bowl Pull the valve downward.

6. Clean the toilet seat and cover. Remove Brush and clean with all purpose cleanser then
dirt and water-marks, urine and waste wipe them with a damp cloth.
sediments.
7. Clean the outside part of the bowl. Wipe from the top to the bottom with a cleaning
solution.

34
 Use a solution to soften the soil, thus making
the bowl easier to clean.

8. Dry and polish the bowl to prevent water Wipe all surfaces with a cloth starting from the
marks from forming into the surface. top to bottom

9. Close the toilet bowl cover. Cover the toilet bowl gently.

Recommended Materials for Cleaning the Toilet

1. Acid bowl cleaner depending on the hardness of water and/or frequency of cleaning:
 Citric acid - safest to use but slowest to remove mineral deposits
 Phosphoric acid – safer than hydrochloric acid, won’t smoke chrome,

Hydrochloric acid is harsh, use only on porcelain with extreme care and only on
the worst mineral build-ups.

Note: hydrochloric bowl cleaner will “melt” nylon carpet and nylon hose, so be
careful.

Pumice stick (an alternative to harsh bowl cleaners for removing mineral stains
and deposits)

2. Rubber gloves or vinyl work gloves (type worn to wash dishes)

3. Eye protection (usually required in cleaning toilets outside the home)
4. Bowl swab (12 inches plastic handle with a “bunny tail” material at end
approximately 42 in diameter.
5. Disinfectant/detergent/cleaner (any chemical that calls itself a disinfectant and has
an EPA number on the label to back up the claim of being a disinfectant.
6. Disposable towel or launder able cloth.
Furniture Cleaning, Care and Maintenance
1. For the furniture to look better and shinier, apply/spray furniture cleaner polish.
2. Wipe and dust away all dirt in the inner and outer parts of the furniture using a clean
and dry dusting cloth.
- Use the right dusting cloth like old diapers, terry towels cotton knit
wear or flannel. Do not use cheese-cloth since it usually contains a
starch sizing material.
- Also avoid using coarse fabrics which are linty, old clothing that may
have buttons, snaps or trimmings with scratches and the synthetic
fabrics which will not absorb moisture.
- Oiled or treated dust cloths should never be used on a waxed surface
because oil softens the wax and the surface can become sticky or
smeary.
3. Apply cleaner-solution to all corners and walls.
4. When cleaning glasses, apply glass cleaner like “glance” to make it look shinier.

Other Cleaning Tips

35
1. Never leave a damp cloth on a wood surface. A cloth that is damped in water, in dry-
cleaning solvent or in any liquid (including furniture wax) could damage the finish
because the moisture will be trapped under the cloth and will not be able to
evaporate.
2. Do not dry-dust. If dust and dirt accumulate on furniture, dusting them with dry
cloth may cause tiny scratches which dull the finish. The recommended procedure is
to pick up the accumulated dust without scratching the furniture’s surface.
3. When furniture has become heavily soiled with a thick layer of accumulated dirt, the
following are recommended to be able to restore their appearance at very minimal
cost.
- Fold a clean, soft cloth into a palm-sized pad and saturate it with a
generous amount of solvent.
- Run the cloth over the surface with a circular washing motion and
clean the surface thoroughly.
- Wipe away all loosened soil with a clean, dry cloth
- Use plenty of solvent and change the wiping cloth frequently to avoid
re-depositing dirt.
- If there is no more soil that appears on dry cloth, the furniture can
already be applied with furniture cleaner and polish product.

- Soap and water are not recommended for cleaning heavily soiled
furniture in as much as water can damage the finish. Instead, use
household solvent, such as kerosene.

4. Yellow spot on bleached and blond furniture also require proper attention. Aging
causes these spots. However, aging will be delayed when furniture is maintained
with the proper furniture polish. The chemicals used to bleach the natural wood
begin to lose their effect with the passage of time. When light furniture is exposed to
direct sunlight the change may occur in just a few days, resulting to ugly yellow
spots. Nothing can be done to remove yellow spots or changes of color. It is
therefore important that the furniture is protected from sun exposure so that these
damages can be avoided.
5. Laminated plastic tops such as Formica can become dull and shabby from excessive
wear harsh abrasive cleaners are used to clean them.it is advisable to use furniture
wax to avoid such damage. Badly worn spotted areas spotted by rust, fruit juices,
permanent ink and dyes should not be cleaned with abrasive cleaners as this may
damage the plastic top. The stains maybe removed with a single step auto cleaner-
polish.
6. Pour a little on a thick pad of clean, soft cloth and rub it on the area using long, even
strokes. Then wipe the surface with a clean cloth.
7. Apply furniture wax for protection and polish. The wax will protect the furniture
against wear and make-up daily maintenance easier.

Spot Removal on Furniture

1. Any food containing milk that spills on furniture surface should be wiped
immediately. The effect of lactic acid on wood finishes is like a mild paint or varnish
remover. If spots show, touch up. To do this, dip your finger in liquid or paste wax,
or coconut oil – or even moistened cigar ash and rub the solution over the damaged
area. Then re-wax.

36
 2. Be careful not to spell perfumes, medicines, beverages or other liquids containing
alcohol to the furniture. These items leaves rings or spots that can cause irreparable
damage. Their alcohol content can dissolve the finish. However, if the finish has
been protected with a wax, a spot can be prevented. Should a spot occur, treat it
with the same spot removal method used for milk or cream stains.
3. Spots caused by watermarks it rings on furniture surface can be treated with a non-
linty cloth moistened with coconut oil. After the treatment, wipe the affected area
immediately with a clean cloth. This type of spot can also, at times, be remedied by
placing a clean, thick blotter over the ring and pressing it with warm (not hot) water
until the ring disappear.
4. To remove candle drippings and marks left on furniture, harder the dripped candle
wax by holding an ice cube on it for a few seconds. Crumble off as much wax as
possible with your fingers, then gently scrape with a dull, plastic spatula. Rub it
briskly with a cloth saturated with a liquid wax. Then wipe dry with a clean cloth.
Repeat the process until thee mark disappears.
5. To remove oil stains caused by butter, salad dressing and cream, place a white
blotter soaked in lighter fluid over the spot and let it dry. Repeat the process several
times if the stains are stubborn. If this procedure fails to remove all the stains,
bleach it with an application of hydrogen peroxide (not the antiseptic kind but the
commercial solution, hair bleach strength)to which a drop or two of ammonia has
been added.
6. If acid marks appear due to spilled fruit juices or spot from alcohol. It is advisable to
sand the area gently with fine sandpaper. Then rub it with the shine putty (tin oxide)
using a damp, soft cloth.
7. After the stains have been removed, protect the furniture, especially marble by
applying furniture wax. The wax will also bring back the shine to the furniture.

Window Cleaning

Equipment and Material Needed

2 buckets
3 scrubbing white pads
1 broom
4-8 polishing cloths
2 mops 1 hand brush
All purpose cleaner
4-8 cleaning towels
Squeegees
4 plastic bags
STEPS PROCEDURES

1. Prepare all needed Prepare a bucket of water, and then place a small amount
supplies and of all purpose cleaner unto it. Have another bucket of
materials and place water for rinsing.
them near the
working area.
2. Remove cobwebs, if Use a broom or old cloth. Use a ceiling broom for hard to
any reach windows.

37
 3. Wash- clean frames With a sponge soaked in the bucket filled with water
and windows (mixed with solution). Start cleaning the windows
thoroughly, from top following one of these methods.
to bottom, inside and  Start on the upper-left side of the window and
out. make an s-shape stroke downwards until you
reach the bottom-right corner of the window
 Start cleaning the window from the upper left
corner and drag the sponge straight down.
Use dry cloth to remove any excess water and
start cleaning the next line until you reach the
right side of the window
 If a squeegee is used. Do not forget to dry it
with a chamois or dry rag after each stroke.
Otherwise, visible lines will appear on the
window panel.
4. Rinse the cleaning Dip it into the rinsing bucket several times and squeeze it
sponge until the dirt is completely washed out.
5. Wipe dry the window Wipe-dry the frames, moving from the inside to the
frames using a dry, outside, if the frames are horizontal. If they are vertical
cleaning towel. move from top to bottom.
6. Clean the outside Stand on a ledge or sill and hold on the window frame.
part of the window Hold firmly to prevent any accident.

Begin cleaning from the top and move toward the bottom
so that the loosened dusts and dirt will also move down
wards and the clean part will not be splattered with dirty
water.
7. Dry clean the outside Make sure that the rubber strip of the squeegee (if used)
surface is clean. Move squeegee down wards from one side to the
other. This will remove water from the cleaned surface
and will protect the dried part of glass from getting wet.
8. Polish the Glass Fold a polishing cloth into a pad then spray methylated
spirit unto the pad. Wipe windows moving side-ways until
the whole area is polished. Always wipe-dry the rubber
strips after down-wards stroke. Give special attention to
corners and edges of glass windows.

BRASS CLEANING AND POLISHING

Equipment and Materials Needed;

 Metal polish
 Polishing cloth
 All purpose cleaner
 Hot water

STEPS INSTRUCTIONS

38
 1. Prepare all the Gather them and place them into a container.
needed
materials.
2. Apply a metal Shake the polish container with a polishing cloth pressed
polish to the against the mouth of the metal polish.
metal fixtures to
remove dirt and
tarnish. Place a little amount of the polishing chemical on the cloth.
Avoid putting excessive polish.
3. Rub the polish Distribute the metal polish evenly over the metaled fixture.
into the metal
surface. Rub the area thoroughly until all applied polish on the metal
surface has dried up.

Repeat the rubbing process with a different cloth, until the

surface being polished is shiny and cleaned of tarnish.

Make sure that all parts are evenly polished, leaving no spot or
tarnish behind.
4. Prepare the Mix the all-purpose cleaner with hot water.
cleaning The solution is designed to remove left-over solution from the
solution surface.
5. Rinse the Dip the brush in the cleaning solution, then lightly brush and
surface to wash rinse the surface.
away all
remaining dirt Make sure that there are no sediments left on the surfaces that
and polish on were polished, most especially in uneven or grooved surfaces
surfaces that
have been
polished
6. Dry the rinsed Wipe-dry the surface with a cleaning cloth
metal surface
If the area is not wiped-dry, the moisture can cause rusts on
the surface.

Kitchen Cleaning
1. Check ceiling and walls for cobwebs and remove them.
2. Clean all parts of kitchen equipment and appliances from top, sides and the front.
3. Dust and clean the range hood.
4. Clean backsplash and countertops. Scour rings
5. Clean the outside of all cabinets
6. Dust and clean mirrors and picture frames
7. Dust the doors, windows, frames and baseboards
8. Empty all waste baskets then wash them with soap and water
9. Reline the waste receptacles with plastic liners

39
 10. Dust and clean the fan and air conditioner vents as well as light fixtures.
11. Do sweeping and damp mopping of floors.

Cleaning the living Room/Family Room

1. Check all walls and ceiling; remove cobwebs, if any.
2. Dust the door and window frames as well as baseboards
3. Dust and clean mirrors with glass cleaner
4. Dust lamps and shades
5. Empty all ashtrays and wash them with soap and water. Then wipe dry.
6. Wipe and polish all furniture. Use wood polish if any.
7. Dust the fan and air conditioner vents as well as light fixtures
8. Sweep or damp mop the floor. Vacuum the carpet (if carpeted)
9. Shampoo the carpets if they are heavily soiled

Dining Room Cleaning

1. Remove cobwebs on the ceiling and corners
2. Dust the door, window frames and baseboards
3. Empty and wash-clean the ashtrays.
4. Dust and polish all furniture
5. Dust the fan and air conditioner vents as well as light fixture
6. Sweep and damp mop the floor or vacuum if it is carpeted.

Cleaning Stairs, Hallways and Foyers

1. Dust the door/window frames/baseboards
2. Dust/clean the mirrors/pictures
3. Dust the lamps/shades
4. Clean and polish all furniture
5. Dust the fan/air conditioner vents/light fixtures.
6. Empty/wash/reline the waste baskets
7. Clean the front door inside/out
8. Sweep/damp mop the floor or vacuum carpet.

Cleaning Offices and Dens

1. Remove the cobwebs from ceiling and walls
2. Dust the doors, window frames and baseboards
3. Dust and clean all mirrors and pictures
4. Empty, dispose trash and wash/reline waste baskets.
5. Empty and clean all ashtrays
6. Dust the lamp and shades
7. Clean and polish all furniture
8. Dust and polish all furniture and equipment
9. Dust the fan and air conditioner vents/light fixtures
10. Sweep or damp mop the floor or vacuum if it is carpeted.

The 5 S’s of Good Housekeeping

A very systematic and rational to housekeeping maintenance especially for offices,
homes and even for hospitality establishments is the so called 5S’s. it is housekeeping
program that originated from the Japanese and has now become a popularized
housekeeping guide around the world.

40
The objectives of the 5 S’s program are to;
 Keep order in a work place, buildings, offices, other establishments;
 Reduce waste and save on costs.
 Maximize work efficiency and productivity
 Prevent injuries, accidents and disease
 Protect the integrity of files and documents
 Prepare the ground for further improvement

SEIRE ---------- SORT

SEITON -------- SYSTEMATIZE
SEISO ---------- SWEEP/SHINE
SEIKETSU ------ STANDARDIZ
SHITSUKE ------ SELF-DISCIPLINE
SUSTAIN

It is however important to add two more S’s that is;

S------SAFETY
S------SECURITY

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

SEITON – SYSTEMATIZE
 Systematizing means putting all necessary items in proper order and in their
proper place. It entails the orderly and systematic arrangement of files,
documents and other materials within one’s work area.

SEISO – SHINE
 The word “shine” relates to a condition of cleanliness. This is made possible
through regular cleaning, sweeping floors, cleaning equipment, and shoveling
out unused material or debris on a daily basis. The concept also emphasizes the
prevention of dirt and dust accumulation by making it a habit of cleaning and
clearing away all dusts and trash in one’s work area, sweeping floors, dusting
furniture, removing spot and stains, eliminating sources of bacterial
contamination, and most of all, practicing “clean as you go” ( meaning outright
disposal of trash after working).

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

41
SHITSUKE – SUSTAIN/SELF DISCIPLINE
 SUSTAINING THE 5S’s of good housekeeping means making it a way of life,
doing them daily as a matter of habit.

SAFETY AND SECURITY

SAFETY – ensuring the safety of employees in the workplace, ensuring that confidential files
and documents are protected from theft and from the access of the public, and that
employees and clients are protected from safety and security hazards.
SECURITY – ensuring confidentiality, integrity and availability of data and information
materials.

Key Elements to Effectively Sustain the 5S’s

1. Participation – get everyone involved, make them recognize what the company
wants to achieve and their important role.
2. Reward – recognize efforts of individuals and groups, reward by using praises,
certificate other means
3. Education – orient people on the importance of 5’S, the key elements and
standards.
4. Sanction – show that you mean business. Monitor compliance, records, and
deviations, make people accountable for results and let them face the consequences
of unjustified deviations.
5. Structure – identify the task to make 5S work, distribute the task to individuals or
committees, define standards and procedures, set up schedules and deadlines,
organize an audit team or 5’S champs.

College of Hospitality Management

First Semester, A.Y. 2020-2021
MODULE 3

MIDTERM

GUESTROOM CLEANING
and MAINTENANCE

42
A. Work distribution; duties of rooms maintenance staff
B. Nature and scope of rooms maintenance
C. Classification of guestrooms
D. Types of beds
E. Room status
F. List of standard room amenities
G. Installation and set-up of room amenities
H. Various forms and documents installed in guestrooms
I. Preparations for quality rooms keeping
J. Conducting a room check
K. Room make up procedure
L. Making up a bed
M. Night service and turn down of beds
N. Inspecting a vacant, check out rooms
O. Dusting of furniture and fixtures
P. Replenishment and maintenance of bed linen
Q. Selection and care of bed linen
R. Handling lost and found items
S. Handling of room keys
T. Handling of requested items
U. Accomplishing productivity and consumption report
V. Mini bar in guestrooms set-up and control
W. Replenishment and requisition of mini bar items

I. Objectives;
At the end of the course, the students is expected to;

 Follow enterprise procedures and standards in presenting guest rooms.

 Set up equipment and trolleys properly.
 List the hotel amenities.
 Distinguish different hotel room status
 Perform correct procedure in accessing rooms for servicing
 Demonstrate correct procedure in making up beds.
 Display correct procedure in clearing rooms
 Perform the correct procedure in clearing and storing trolleys and equipment
 Outline different forms installed in guestroom
 Perform the standards procedure housekeeping guestroom night service
 Perform the different procedure in guestroom services.
 Demonstrate proper garbage disposal and correct use chemicals.
 Identify the priority for cleaning guestroom
 Apply the coordination that must take place between the housekeeping departments first
and second shifts.
 Perform the chronological order on night shift activities in the housekeeping department
 Perform the steps involved in the daily routine of cleaning guestroom.

43
 II. Lecture

Guestrooms in hotels, resorts and other lodging establishments are also maintained by
the Housekeeping Department. Small hotels with only a few rooms to maintain usually have
only one manager or supervisor to attend to both public areas and guestrooms. But when
the hotel is quite large, maintaining hundreds or thousands of guestrooms, a department or
section for rooms’ maintenance is established under a section head. Each floor or area is
under the direct supervisor of a floor or area supervisor.

The rooms keeping section is manned by room attendants, also known as room boys (if
male) and chambermaids (if female). Some large hotels hire mini bar runners who are
responsible for mini bar transactions such as set-up, replenishment and inventory for mini
bar stocks.

Room attendants are given specific room assignments in a specific area or guest floors
like 2-4 or cottages 1-5. They report directly to the floor/area supervisor.

Guestrooms are serviced twice a day – morning and late afternoon up to evening.

Room attendants who report for the first shift (usually between 6:00 in the morning up
to 2:00 in the afternoon) perform the room make up and installation of room amenities.
They also attend to service requests of guest. Those on second shift receive endorsement
from the morning shift for tasks that need to be completed or to be initiated for the
afternoon and evening. The night service is also executed by the second shift. This includes
turndown of beds, make-up of the bedroom and bathroom, attending to late check-outs,
refill to thermos jug with water, attending to service requests and other guest services.

Job Responsibilities of Rooms keeping Staff

A. Rooms Maintenance Supervisor or Manager

Basic Function: to plan, organize, direct and monitor rooms maintenance activities
and to insure consistent compliance to prescribed rooms keeping standards,
procedures and policies.

Duties and Responsibilities:

1. Conduct routine inspection to check the quality of room make-up. Make sure that the
rooms are installed with standard room amenities and that the area is free of safety
hazards. Also checks if there is anything that needs repair or corrective action.
2. Checks rooms’ status during room check, prepares and disseminates room status
report to the Front Desk and to the room attendants.
3. Looks after proper use, storage and maintenance of linen and cleaning equipment as
well as housekeeping tools and supplies
4. Regularly checks the condition and maintenance of housekeeping equipment. Have
them cleaned regularly, initiates service request for defective items.
5. Checks and maintains par stock. Makes requisition whenever needed.
6. Initiates and supervises the weekly inventory of room supplies and other
housekeeping items. Reports losses and damage and takes corrective action against
reckless use of equipment.

44
7. Report to management all unusual incidents and accidents in guestrooms and other
related areas of responsibility.
8. Trains, coaches and supervises room boys and chambermaids
9. Monitors and evaluates the performance of rooms maintenance staff conducts
progress review and appraisal interview
10. Personally attends to very important guests (VIP) and their requirements.
11. Attends to guest complaints. Inquiries and requests and complaints.
12. Coordinates with the front office regarding changes in room status and booking; with
the facilities maintenance unit regarding requests for repair or maintenance; and
other department on other related matters.

B. Room Boy, Chambermaid or Room Attendant

Basic Function: to attend to the maintenance and upkeep of all guestrooms and
service areas assigned to him/her

Specific Duties:
1. Looks after the maintenance of cleanliness, orderliness and sanitation in his
assigned guestrooms. His/Her
 Clean walls, carpets, fixtures following standard cleaning procedures
 Sanitizes toilets and bathrooms using sanitizing chemicals
 Disposes garbage from waste baskets or garbage cans
 Collects all used/soiled linens and replenish them with fresh ones
 Looks after the orderly make-up of the room, bed and the bathroom
 Checks the condition of all guestroom facilities and fixtures and report any defect to
supervisor for corrective location.

2. Perform turn-down service if scheduled for the second shift.

3. Looks after the proper use, maintenance and storage of cleaning equipment.
Reports damages to supervisor for corrective action
4. Attends to the needs and additional requests of house guests
5. Reports all guest complaints and unusual incidents, including unauthorized entry
of suspicious persons in guestrooms and guests who are sick or in critical
condition.
6. Reports and surrenders all lost and found items to supervisor
7. Assists in the inventory of guestroom supplies and linens
8. Prepares and submits daily accomplishment and consumption report to his/her
superior
9. Assists supervisor in conducting room check
10. Conduct fumigation of assigned guestrooms as needed
11. Performs the duties of a mini mar attendant if there is no one assigned to do the
job.

C. Mini Bar Runner/Attendant

45
 Basic Function: to attend to mini – bas installation, replenishment, inventory
taking, stock requisition and other related functions

Duties and Responsibilities:

1. Maintains par stock on mini bar items, initiates requisition to replenish used
stocks.
2. Records mini bar consumption per room, prepares a sales and inventory report.
Also double checks the expiration dates of perishable items.
3. Assists in the promotion of mini bar items; takes note of salable and non-salable
items to have a more accurate basis for stock requisition
4. Monitors sales and movement of stocks, informs supervisor of slow moving and
non-moving items
5. Cleans and dusts mini-bar bottles in vacant guestrooms
6. Check and collects mini-bar receipts in all guest rooms
7. Assist in the inventory of stocks in housekeeping stockroom as well as in all
vacant, occupied and check-out rooms
8. Promptly prepares billing of mini-bar consumption giving priority to rooms
occupied by guests who are about to check out within the day.
9. Coordinates with front office cashiers for the billing of late charges with bell
service for the collection of bills for guests and hotel skippers
10. Endorses to the incoming attendant all un-replenished mini bars in guestrooms to
make sure that all scheduled replenishments for the day are accomplished as
scheduled.
11. Determines the availability and non-availability of mini-bars stocks and updates
the individual receipts distributed in guestrooms.
12. Collects empty or consumed mini-bar bottles, cans…etc. from the different floors
and guest areas, pantries and guestrooms
13. Prepare spoilage/damage report for spoiled/damaged stocks
14. Coordinates with the front office regarding check outs for the day to be able to
prioritize rooms for mini bar inventory. Also checks rooms on “cash-basis” to be
able to pull out mini-bar stocks.

Nature and Scope of Rooms Maintenance

Guestrooms are serviced and maintained through the following services:

1. Maintenance of order and cleanliness in all guestrooms, to include

 Regular cleaning of guestrooms
 Orderly arrangement of fixtures and guestroom amenities
 Installation and replenishment of guestroom supplies and amenities
 Continuous checking of the condition of guestrooms and facilities and taking
corrective action
2. Safekeeping of lost and found items
3. Installation and control over mini bar items
4. Coordination with other departments on matters involving guestroom maintenance,
particularly;

46
  Engineering or facilities maintenance for the needed repair or maintenance work.
 Front office for rooms blockings and information on out of order rooms
 Linen and laundry section for linen requirements and the processing of guests’
laundry
 Security office for the procurement of room amenities and other requirements
 Accounting for budget requirements and control of stock issuances
 Human resources department for the recruitment and training of housekeeping staff
and arrangement of their work schedule.
5. Provision for other services to house guests like;
 Baby sitting
 Request for seamstress
 Extra beds, linen, towel, pillow
 Provision of facilities like hair dryer, adaptors, transformers
 Shoe shine service

The hotel must specify which items can be lent out to guests free of charge and which ones
will be changed and how much is the cost of changes

These items must be accompanied by acknowledgement receipt (in three copies) signed-
acknowledge by the guest who receives the said items. If said items get lost, automatic
charges shall be billed to the account of the guest. One copy of the receipt is endorsed to
the front office cashier for it to be noted in the guest’s folder/folio. The other copy stays with
housekeeping office and the other copy is for the guest.

6. Attending to other guests’ needs and concerns

7. Pick-up and delivery of guest laundry.

Classification of Guestrooms

A. According to Number of Beds

1. Single Room – is a room with a single bed, good for one person.
2. Twin Room- is room with two twin or two single beds, good for two persons
3. Double Room – has a double and can be occupied by one or two persons
4. Double-Double – room has two double beds or 2 queen beds, occupied by two
or more persons. It is sometimes called “twin double”
5. Triple Room – is occupied by three people, may have 3 single beds or 1 double
bed and a roll away bed or 2 single beds plus a roll away bed.
6. Family Room – has at least 1 double bed, plus additional single and/or sofa
bed, designed to accommodate one small family.

According to Price, Layout and Facilities

1. Economy – room is designed for an economical rate, usually short of some standard
facilities like air conditioner, television and other amenities. Several economy rooms
use a common toilet and bath, instead of them having their own in their respective
room.

47
 2. Standard – room is sold at moderate ate, equipped with standard facilities and
amenities like aircon, private toilet and bath, toiletries, television, bed nite table,
coffee table and other basic amenities.
3. De Luxe – room is more luxurious and spacious, with amenities of superior quality,
sold at a much higher price than the standard room. All standard amenities are
installed but they are of the more expensive and superior brand. The interior is also
more elegant. Additional luxury amenities are also set-up, i.e. bath robe, slipper,
VCD, mini ref, mini bar, recliner, coffee set and many others.
4. Studio room has a studio bed or a couch which can be converted into a bed. It may
also be called an executive room. It is likewise equipped with luxury amenities. Some
are equipped with some basic kitchen facility like microwave, set of china wares and
flat wares.
5. Connecting Rooms – consist of two or more rooms with entrance doors from the
outside door between them. Guests can enter the adjoining bedroom without going
out of their room.
6. Suite – room has a parlor or a living room connected to one or more full sized
bedrooms. It is equipped with luxury amenities and is solid at a higher price than
standard rooms. It is usually equipped with a bath tub.

Types of Suites
1. Junior Suite – is a room with a bed and sitting area (usually a small lounge), there
may be a small, separate bed, connected to the living room or parlor. It is also called
mini suite.
2. Penthouse Suite- is usually located on the top floor of the property.
3. Executive suite – is designed for a top executive, with facilities and amenities of
superior quality
4. Hospitality Suite – is used for entertaining visitors, serving as function room or a
parlor.

Types of Beds
1. Single Bed – a bed approximately 36 inches by 75 inches in size
2. Double Bed – bed that can accommodate a couple or two individual. It is
approximately 54 inches by 75 inches in size.
3. Queen Bed – is an extra-long, extra wide bed, about 60 by 80 inches in size.
4. King Bed – an extra-long, extra wide bed, with a width of 78 inches and length of
80 inches
5. Roll- Away Bed – a portable bed, usually installed for an extra person in the room
6. Pull out Bed – bed that is inserted into a bed and pulled out when used. It is
advisable for small rooms as it is space saving.
7. Sofa Bed – couch that is convertible into a bed

Room Status

48
 During room check, the room supervisor checks the status of each room using the
code below. He prepares the room status report and endorses it to the front desk clerk
as a reference in assigning rooms to guests. This report is important to prevent double
booking or assigning of out of order or dirty rooms to guests.

STATUS STATUS
CODE
OC Occupied Clean The room is occupied and has been cleaned and
made up.
OD Occupied Dirty The room is occupied but not yet cleaned.

VR Vacant Ready The room is vacant, already made up and has been
checked by the supervisor, ready for sale.
VC Vacant Clean The room is vacant, already made up but not yet
checked by the supervisor.
VD Vacant Dirty The guest has checked out and the room is ready for
cleaning
HSUD House use dirty The room is occupied by non-paying person (usually
from the hotel) and the room is not yet clean.
OOO Out of order room Room is under renovation or not fit for occupancy
since it requires repair or maintenance work.
BLO Blocked Room is reserved for a guest who is expected to
arrive within the day.
NS No Show The room is reserved but the guest did not show up
or has not arrived
SO Slept Out The guest slept outside the hotel

HU House Use Room is occupied by an officer or staff of hotel or the

owning company
DND Do not disturb Guest posted the DND sign and does not want to be
disturbed.

Terminologies Used to Describe Various Types of Guests

1. Very important person (VIP) – refers to a well renowned guest like a high
ranking official or an executive who warrants special treatment and handling.
2. Very, Very important person (VVIP) – is a highly renowned person who
deserves extra special treatment. Example: dignitaries, ambassadors, etc.
3. Free Independent Traveler (FIT) or Foreign Individual Tourist – refers to a
tourist or a traveler who is travelling alone or is not with any tour group.
4. Joiner – is a person joining another guest in the same room.

List of Room Amenities in Commercial Hotels,

Resorts and Lodging Houses

49
Standard room amenities for all commercial lodging houses

ITEMS/SUPPLIES

A. Bedroom Amenities
1. DND sign placed at the door knob.
2. Make up sign placed at the doorknob.
3. Closet with at least 4-6 hangers inside
4. Beds
- Single bed 36 by 75 inches
- Double bed 54 by 75 inches
-Queen bed 60 by 80 inches
-King bed 78 by 80 inches
-Roll away bed for an extra occupant in the room
5. Bed Linen
- Bed skirting - placed in the box spring (if the bed has a box spring)
- Bed bad – placed on top of the mattress as protection against stains
- Bed cover (maybe a comforter or duvet) placed on top of the finished
bed.
- Flat sheets – the size mist fit the size of the bed
- Pillow with a pillow slip and a pillow case. One pillow per occupant.
Decorate pillows maybe added to add appeal to the bed
6. Luggage rack – it may be placed at the foot of the bed
7. Dresser table with vanity mirror and a dresser chair
- place inside the bedroom
8. TV set – for guest’s entertainment and relaxation
9. Wall lamp – posted on the wall
10. Nite table with nite lamp on the top of the table is a telephone, in house phone
directory, room service menu; under the table is a safety and security booklet
and bible
- Place it beside or in between the 2 beds.
11. Coffee table with at least 2 chairs
12. Guest folder or compendium – contains envelope, stationary, ball pen, post card,
directory of hotel services, guest comment survey, “where to find me” safety
handbook, and other information.
- It is placed on top of the dresser table or nite table.
- House rules for guests maybe placed inside the guest folder or posted
at the back of the door.
- The safety manual containing safety measures during an emergency
can be placed inside the folder or on the drawer.
13. Room service menu – maybe placed on top of the nite table or coffee table or
inserted into the guest’s folder.
14. Service tray with thermos jug filled with cold water; 2 glasses with cover
15. Telephone with in house telephone directory. Placed on top of the nite table
16. Evacuation route/fire exit directional signs usually posted at the back of the
entrance door
17. Garbage can, underlined with plastic liner. One inside the bathroom beside the
toilet bowl (right side); one inside the bedroom

50
 18. Laundry bag with pressing/laundry list
- The bag is folded and neatly placed inside the drawer of the dresser.
Together with the laundry list.
19. Shoehorn and shoe cloth. Placed inside the closet
20. Safety deposit box. For keeping guest’s valuables inside the room. It is usually
placed inside the closet.
B. Bathroom Amenities
1. Bathroom linen
- Bath towel
- Hand towel
- Face towel
- 2 towels per room
- 1 towel per occupant
2. Bath Mat – to be hanged on the side of the bath tub (if there is any)
3. Toilet tissue – rolled into the tissue dispenser inside the bathroom
4. Amenity basket or try containing; hair shampoo and conditioner lotion, morning
kit, shower cap, soap, body scrub, bubble bath if a bath tub is installed
5. Sanitary bag – if the sanitary bag holder (bath room)
6. Shower curtain

C. Luxury Amenities
1. Bath tub – usually installed for de-luxe and superior rooms
2. DVD player
3. Bath robe in a bathrobe tray
4. Water heater with 2 cups and saucer, teaspoon and sachet of coffee, tea,
creamer and sugar and 2 bottles of mineral water
5. Refrigerator – mini bar items bottled and caned drinks, chocolates, etc. are
placed inside
6. Sofa set
7. Recliners
8. Hair dryer for ladies, shaver for men – shaving kit contains shaver and shaving
cream. Placed in the amenity tray or amenity basket
9. Additional amenities for the amenity basket
- Slipper inside closet
- Sewing kit
- Morning kit (small package of toothbrush and toothpaste)
- Comb sealed/wrapped in plastic
10. Facial tissue – inside dispenser if any
11. Kitchenette with microwave, coffee maker and a set of cutleries, plates and
glasses

Various Forms and Documents Installed in Guestrooms

51
1. Where are you Form – to be used by guest to indicate his whereabouts so that in
case someone comes or calls to locate him, the front desk can locate him.

Where are you?

Date:_____________________

I will be at:______________________________________

From _________AM/PM to ______AM/PM

Comments/Message

Name:
Room No:

Signature:
(please leave this message at reception counter)

2. Customer Feedback Form – is designed as tool for gathering guest comments

and feedback on the room facilities and services so that the hotel can make the
necessary improvements.
Guest Comments Form

To help us maintain our rooms in the best possible condition please comment on
the little things that are out of order and may have been overlooked by the
Housekeeping or maintenance Department.

Date:______________ Room No.____________ Time:

______________

Please leave this in your room for pick-up of room attendants or direct at the duty
manager’s desk if you want prompt action.

Thank you for your cooperation.

3. Acknowledgment Receipt – this form is designed as a control tool whereby the

guest is made to acknowledge room supplies and mini bar items installed in his

52
room. Without this form, the guest may deny the count or his consumption, giving
room for argument and misunderstanding.
ACKNOLEDGEMENT RECEIPT
GUESTROOM ITEMS AND MINI-BAR

Guest’s Name:__________________________ Room no._________________

Arrival Date:___________________________ Departure Date:____________
Check-In by Room boy:__________________ Checked out by Room
boy:___________
Check-in Time:_________________________ Check-out Time:
________________

Dear Guest:

Listed below are the following guestroom items and mini bar items inside your
room. Please counter check with the room by upon check-out, may we request
you to advise our desk clerk of your check out time so that we can prepare your
bill earlier and the room boy can check your guestroom items and mini-bar items.

Thank you for your cooperation.

Guestroom Items Mini Bar Items

Check-In Check Out Check-in Check

Out
Quantity Quantity

Bed Cover ____ _______ SMB ______

______
Bed Skirt Cali
Bed Pad Coke
Blanket Sprite
Bed Sheet RTO
Pillow Case Mineral Water
Bath Towel Others
Bath Mat
Tray
Glass T.
Coaster
Thermos Jug
Ash tray
Hangers
Slippers
others
___________________ _________________
Guest’s Signature Front Desk

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4. House Rules for Guests – this form provides policies and regulations that could
minimize. If not eliminate abuses on the part of guests particularly on behavior that
could create serious damage to property or disturb other guests.

House Rules and Regulations

Welcome to your Hotel!

We are all pleased to have you in our HOTEL and we certainly want to make
your visit safe and pleasurable. But while taking all possible efforts to ensure your
comfort and safety, we can only succeed with your cooperation. Hence, these
house rules and regulations are designed for your protection as well as the rest of
our house guests. As provided in the provisions Governing accommodation (Article
10). It is stipulated that in the event that the rules are violated, the hotel reserves
the right to terminate the guest’s stay or make him/her liable for the
consequences of the violation.

Fire Prevention Practices to be Observed:

To prevent fires and other accidents we wish to require everyone to refrain from:
1. Cooking food, ironing clothes and using heating appliances like burners,
etc. inside the guestrooms. Laundry service is available in the hotel.
2. Smoking in bed and throwing lighted cigarette butts in garbage cans
3. Other behavior which might cause fire or endanger other guests.

For everyone’s protection, we request our guests to observe the following:

1. The room door should be locked when leaving the room. Be sure to lock
the door inside and put the door chain on while inside the room, especially
when going to bed.
2. Be sure to identify the person who comes to your room before opening. If
a suspicious person wants to enter your room, call the Front office by
dialing 000.
3. You are advised to refrain from entertaining in your room any stranger
who is not known to you.
4. For the protection of our guests, we have made a policy not to allow
unescorted (by registered occupant) joiners to enter the guest room from
10 PM to 6 AM.
5. Unregistered guest or joiners are not allow to stay overnight inside
guestrooms. They should first register at the front desk
6. Switch off the air conditioner and lights before leaving your room
7. Switch off the shower after using them
8. Should you spot any safety or security hazard in your room or anywhere in
the hotel (i.e., suspicious persons or objects, dangling wires, open electric
outlet, etc.) report it immediately to the front desk.
9. Do not entertain calls or any transaction from unknown persons. The hotel
will not be responsible for whatever untoward incidents that may occur
from such transaction.
10. Guests are required to secure clearance from the front desk before leaving
the hotel, for groups, the said clearance shall be endorsed to group
coordinator.

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 11. Amenities in the room except consumables like toilet paper, shampoo,
coffee, etc. are meant to be used during the guests stay in the hotel. They
are not intended to be given away as souvenirs. Lost amenities shall be
changed to the guest upon check out.
12. Refrain from disturbing activities that annoys other guests like running,
shouting, loud music, etc.
13. The guest rooms are not to be used as showrooms or as business center
where business transactions are made like interviews, business meetings,
etc.
14. Removal of fixtures and equipment inside the room or using them for
purposes other than what they are intended for.

Handling of Valuables and Stored Articles

1. For the protection of your cash and other valuables, deposit them at the
safety deposit box found at the front office. In the event of the above
procedure is not observed, the hotel will be not responsible for any loss, or
damage to valuables.
2. Disposition of lost articles will be handled in accordance with the law
3. Stored articles will be kept up to six months, after that they will be
disposed of by the hotel as an abandoned article.
4. Keys should be deposited with the front clerk when going out of the hotel
lost key will be charged for P______.00

Prohibited Articles

The following articles can be nuisance or can endanger the safety of house guests
and therefore not allowed to be brought into the hotel.
1. Animals, birds (as pet)
2. Articles with offensive odor and those that create disturbing noise
3. Explosive that flammable articles such as gunpowder and gasoline
4. Dangerous weapons like guns, swords, etc. they should be deposited to
the security office or duty manager’s desk if no security office.
5. Prohibited drugs.

6. Safety Instructions in Case of Fire

Rules to Live By in Case of Fire (instructions to house guests)
1. Find out where the fire exits are located. Count the number of doors from
your room to the nearest fire exit. Find the alarm in the corridor.
2. Place your key always near your bed on the nightstand. Should you decide
to leave your room during an emergency, take your key with you in case
you have to get back into the room. Be sure to close the door behind you.
Carrying a small flashlight may prove to be valuable.
3. Never use an elevator as a fire exit. Elevator mechanism can easily
malfunction during a fire, causing persons to be trapped inside or to be
transported at the exact location of the fire.
4. Do not panic. You can avoid panic by being familiar with your surroundings
and by having a specific plan of action

In case of Fire……….

55
 1. If you notice a fire, call a front desk immediately and mention the exact
location.
2. Before attempting to leave your room, grab your key. If your family is with
you, determine a meeting place outdoors.
3. Feel the door with the palm of your hand. If the door or knob is warm, do
not open it.
4. The door is not warm, drop to your knees and slowly open the door, but
be ready to slam it should a cloud of smoke roll in. if the hallway is clear,
proceed to the fire exit. Never use the elevators. Close the door behind
you. Take the key with you.
5. Do not stand upright, but crawl or keep low to the floor to avoid smoke
and odorless carbon monoxide.
6. When you reach the exit, walk quickly, but cautiously down the stairs. Hold
the handrail as you go. Smoke will sometimes get into an exit stairway. If
you are surrounded by smoke, do not try to run through it. Turn around
and proceed to a smoke free corridor and cross the building to an
alternate exit or if you must, go to the roof and wait for help.
7. If you are unable to leave your room, make every effort to notify someone
that you are in your room. If you cannot reach the hotel operator, call the
local fire station and identify your exact location. Signal to them by
hanging a bed sheet in your window.
8. If there is smoke in your room, open the window. Do not break the glass
unless it is absolutely necessary because heavier smoke may begin to
enter from the outside
9. Fill the bathtub with water. Wet towels and sheets and stuff them around
the door and any vent so as not to allow smoke to enter the room
10. If the door and walls are hot, pour water on them using a waste bucket to
keep them cool.
11. Place the mattress up against the door and hold it in place with the
dresser. Keep it wet. Keep everything wet.
12. A wet towel tied around your nose and mouth will help filter out smoke if
you hold it into a triangular position and put the corner in your mouth.
13. If there is a fire outside the window, put down the drapes and move
everything that is flammable away from the window.
14. Do not jump off the window, especially if you are on the second floor or
above it. A fall from this height can cause serious injury. Rather, continue
to protect yourself from the fire and signal from the window for help.

Preparations for Quality Rooms keeping

Prepare for a job.

Be on time! Time in at the bundy clock or timesheet (whichever is used)

Come to work clean and properly groomed-clean uniform, right shoes (well-polished, hair
neatly combed, etc.

1. Get you schedule and daily assignments from your supervisor

56
 2. Determine the tools and equipment needed including the cleaning supplies and
chemicals, forms, room amenities, etc. make requisition when supplies fall short of
par stock
3. Secure the needed tools, chemicals and supplies from their storage area and account
for them.
4. Get keys (if you are the room attendant)
5. Load and arrange supplies in the trolley or in a caddy box
6. Report for briefing

Set Priorities

1. Secure a room status report from your supervisor.

2. Prioritize rooms cleaning as follows:
Frist - check-out rooms, especially those blocked for arriving guests.
Second – rooms with make-up request of guest
Third – occupied rooms without request and without a make-up sign
Fourth – vacant rooms that need follow-up

For Supervisor:

1. Check the latest room status. Highlight rooms that must be prioritized.
2. Get the print-out of room night report then transfer it to the discrepancy report.
3. Know all the expected check out for the day (to be highlighted)
4. Distribute to room attendants their respected assignments including the room status
report so that they have a basis in prioritizing the room cleaning
5. Secure keys or card (whichever is used).

Stocking and Cleaning the Room boy’s Trolley

1. Clean the dust shelves and containers before placing the guestroom supplies inside
the trolley.
2. Check for threads that might have twirled around the wheels. These threads will
make it hard for the cart to be pulled, thereby causing injury.
3. Checks the rubber bumper if they are worn out.
4. Check the screw or any sharp edge that could catch your clothing and could cause
cuts.
5. Request for guestroom supplies like lines amenities, cleaning chemicals and
cleansing tools from your supervisor.
6. Stock the trolley with the requested supplies according to allocated par stock or
according to the number of guests.
7. Label all the chemical sprayers to avoid mixing them with other chemicals
8. Stock the cart by putting all the guestroom amenities on the top shelves
9. Place the folded bed sheets and towels in the second shelf of the cart.
10. Put all the chemicals at the lower level of the shelves including the tools like scouring
pad, rags, spatula, etc.

57
 11. Vacuum cleaner, dust pan and soft broom are to be placed on one side of the room
boys cart (under the trash bag).
12. Clean the soiled linen canvas and put plastic under liner on the trash canvass.

When the Rooms Made-up or Serviced?

1. Daily, unless the guest refuses a room make up as when a DND sign is hanged on
the door know of the guests’ room.
2. Whenever a room is vacated through checkout
3. Whenever there is a make-up request. The guest usually hangs in the door knob the
sign “please make up the room”.

Rooms Cleaning and Maintenance Procedures

Conducting a Room Check

Every morning, the floor/area supervisor, together with the room attendant assigned in the
area shall perform a routine room check in every guestroom purposely to check:

 If the room is still occupied

 If the beds in the guestrooms were slept on
 If there are unregistered joiners who occupied the room
 If the guest is out and the room is ready for make-up
 If the guest has soiled clothes for laundry
 If the guest is in good condition- neither sick nor high in drugs, etc.

Room check must be done with caution and tact. Some guests get very irritated when
someone gets into their room, especially in the morning when they are still sleeping or just
woke up from sleep.

Procedures for Room Check

A. Rooms with DND sign

1. Look for DND sign on the door knob and do not knock if the sign is on.
2. Call the guest through the phone in the afternoon. Once he/she responds,
identify yourself and apologize for the disturbance. Tell him/her that you just
want to know if she/he wants her room to be serviced.
“Good afternoon Mr/Ms. This is ________________ from housekeeping. I’m
sorry for disturbing you. I just want to know if you want your room to be made-
up.”
3. If the guest is not yet ready for the service, ask when he wants the service done.
“Would you like us to do the make-up later? At what time sir/ma’am?”
4. Get down the exact time of request in the productivity report. If it is beyond your
duty hours, endorse the request to the next shift. Use the logbook.
B. Rooms without a DND sign and no Guest Inside:

58
 1. Knock twice gently on the door by using your knuckles or by activating the
doorbell (whichever is used). Do not use your room keys or sharp object when
knocking as they can create loud, irritating sound. Announce “Housekeeping”. If
no one answer, knock again 3 times.
- Give allowance of few seconds in between knocks until the guest
responds. If still no one answers, leave the room.
2. Call the guest in the afternoon and if there is no answer, gently open the room
to check the room status.
3. Submit one copy of the room status report to your supervisor who will endorse
the report to the front desk. The desk clerks will counter check the actual room
status against those stated in the room status bulletin of the front desk.
C. Guest is in his Room and there is no DND sign
1. If the guest is inside the room but does not answer, open the door slowly and
apologize for the disturbance.
2. Greet the guest Good morning, introduce yourself and tell him/her your purpose.
3. Ask the guest if she/he is ready for the make up the room. Of not offer to come
back later.
4. If the guest is not yet ready say: “when do you want the cleaning of your room?”
5. If the guest appears to be irritated ir disturbed, apologize and explain why you
have to do the room check. Say, “I’m sorry to disturb you sir but need to do the
room check if only to insure that everything in your room is in order and also to
check if you have any special request or concern. After the room check, thank
the guest and wish him a pleasant day. “Thank you sir, have a nice day. Please
call us if you need any assistance.”
6. Do not insist on entering the room if the guest shows resentment or directly
expresses that he/she does not want to be disturbed at all.
7. Discreetly try to find out if there are unregistered joiners who slept with the
registered occupant. This has to be reported to the front office and a bill for
“extra person” shall be charged to the guest during the check-out
8. During the room check, also check the status of each room and indicate it in the
room status report (see code on room status). Enter the status in the
computerized front office system (if used) or make a hard copy of the report and
endorse it to the front office

Room Make Up Procedures

Supplies/Tools needed: Room boys Cart, Equipped with amenities and

supplies

PROCEDURES DETAILS

1. Place the cart in front of the activate the doorbell or knock gently
(giving
Room and knock 30 seconds interval between knock). If the
guest

59
 Inside, identify yourself and ask
permission to do
The make-up. Say “May I make up the
room now?

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

3. Wash and wipe-dry drinking Rinse First then wash with soap and
water; wipe
Glasses. Refill the thermo jug dry, then wrap them with glass bags or
cover
Them with the glass cover (which is used)

4. Replenish the soiled linen strip off soiled items and place them into
the
Linen canvass of the cart. Replace them
with
Fresh ones. See list of standard
amenities. Place
The right quantity in their appropriate
location.
5. Make-up a bed follow standard procedures for bed
make-up
6. Clean/vacuum the floor vacuum the carpet and upholstered
furniture.
Follow the standard procedures for
vacuuming.
Shampoo if it is heavily soiled.
7. Dust the furniture and the dust baseboard, window sills, racks,
cabinets,
Fixtures, then polish the mirror study tables, lampshades, polish mirror
and
Window glass using a cloth and a glass
cleaner.
Use metal polish for metal fixtures.
8. Replenish other guestroom see list of standard room amenities.
Place them
Supplies in the right location.
9. Make up the bathroom follow standard procedures for bathroom
make-
Up
10. Check overall condition check if there is anything left unattended.
Check

60
 Of the room also the condition of amenities like TV,
bulb, etc.
Also check if there are safety hazards
and report
Any to your supervisor.

Note: for check out room, clean the bathroom first. For occupied room, make up
the bed and clean the bathroom first.

Making Up a Bed (option 1)

Needed:

 Bed pad --------------------------- on the top of mattress

 1st bed sheet ----------------------- on the top of bed pad
 2nd bed sheet ---------------------- on the top of the first bed sheet
 Blanket ----------------------------- on the top of 2nd sheet
 3rd sheet --------------------------- on top of the blanket
 Bed cover – comforter or duvet -------- on top of the finished bed
 Pillow with slip and case ---------------- at the head of the bed
 Gloves

Steps and Procedures

1. Gather the needed supplies and place them in your cart.

- Size of bed sheet should always be longer than the bed (almost
touching the floor on all sides) so that it will be conveniently tucked-
in under the mattress.
2. Using gloves, strip off all soiled linen from the bed and place them inside a plastic
bag.
- The gloves will serve as protection from body fluids and bacteria
often found in used/soiled linen.
- Be alert of valuables possibly left behind in the bed and surrender
them in your superior.
3. If a bed skirt is used and it is already soiled, replace it with a fresh one.
4. Lay down the bed pad on the bed. Place it on top of the mattress. Keep it smooth-
flat over the bed. Secure it by tucking-in the garter on the corners.
5. From the head size, lay down the first flat sheet on top of the bed pad, with the right
side up.
- If the bottom sheet is fitted, simply slip the corner pockets onto the
ends of the bed.
6. Tuck-in the undersides of the sheet then miter all corners in such a way that the
sheet tightly covers the mattress.
7. Place the second bed sheet on top of the first flat sheet, with the wrong side up.
Smoothen over and leave the edges hanging on the sides.
8. Lay down the blanket on top of the second bed sheet. Let it hang on the sides.

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 - The top corner, (head portion) must be about 8-10 inches away from
the head corner of the bed.
9. Place another flat sheet on top of the blanket with the right side-up. Stretch top
corners towards the edge of the head side of the bed.
10. From the head side, fold and tuck in the edges of the last sheet about 8-10 inches
from the top edge, same level as the blanket.
- You have an option to fold one corner in a triangular position, ready
for turn down.
11. Tuck in the edges of the 2nd sheet, blanket and 3rd sheet altogether underneath the
head end of the mattress.
12. Miter all corners and tightly secure them into the mattress.
- From the corner, pick up the side hem and pull it towards you. Lift it,
forming a sharp triangle as shown.
- Using the palm of your other hand, smoothen the hanging part and
press it against the mattress.
- Tuck in the creased triangle under the mattress. Repeat the slant on
the other side of the head end.
13. Smoothen to make a neat appearance.
14. Lay down the bed cover on top of the finished bed, spread the cover tii it covers the
whole bed with edges hanging on the sides.
15. Place the pillow inside a pillow case and lay it on the head side of the bed. Bring the
corners of the cover from the head side and fold/tuck them cover the pillow.
16. Smooth over the bed to make a nice presentation.

Option 2: Making up the Bed

1. Perform step 1-9

2. On top of the blanket, place a duvet or cover.
3. Fold the top hem about 8 inches from the head side
4. Either leave the duvet or blanket hanging on the sides
- Or they could be tucked in, with corners mitered.
- While some hotels make it a practice not to put a cover on top of the
blanket, this makes the blanket unprotected from dusts such that
there could be a need to change the blanket daily and this entail a lot
of expense.
5. Place the pillow either lying on the head side or leaning against the headboard.
Accessory pillows maybe added to add beauty to the bed and as added comfort to
the guest.
- Bed liners are sometimes used as additional accessory to the bed.
6. There are hotels who tuck-in the hem of the sheet on the foot side as shown, while
the sides remain hanging.

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Make Up of Check Out Rooms

- This job should be executed immediately by the floor/ area supervisor

and the assigned room attendant once the room is vacated by the
guest.

Materials Needed;

STEPS PROCEDURES
1. Check for items left by guests. He If there is any, surrender it to the
might return to claim the item. housekeeping office and fill up the lost
and found form
2. Pull the curtain or blinds to make the Adjust to desired coolness through the
room brighter and more visible during thermostat control.
the make up
3. Adjust air condition temperature. Adjust to desired coolness through the
thermostat control
The room must already be cool once
the guest enters the room
4. Remove soiled dishes used during Place them at the service a
room service. If not removed Station for pick-up of waiter or bring them
immediately, they can cause pest to the dishwashing area.
infestation and foul odor.
5. Empty all ashtrays and waste basket. Empty them into the trash bag of the cart
(if used), wash with soap and water, then
Trash must be promptly eliminated wipe dry cloth.
since they can breed pest infestation
and cause foul odor. Should there be any valuable thrown into
the basket, pick it up and surrender it to
the housekeeping supervisor.
6. Clean the bathroom Follow standard procedures for bathroom
cleaning
7. Wash and wipe dry the drinking Rinse first with hot water then wash with
glasses to keep them safe from soap and water, wipe dry, then wrap with
bacterial contamination. a glass bag or place the cover (if no bag
available).
8. Clean the thermos jug then refill it Clean with soap and water by using
with cold water. This will eliminate brush, then refill with iced water.
bacterial contamination, if any.
9. Strip the bed of soiled linen and Place the soiled items into the linen
pillowcase and replace them. Solid canvass of the cart. Get fresh ones from
linen are to be replenished daily. the cart to replace the soiled ones.
10. Make up the bed See standard procedures for bed make up

11. Thoroughly dust all furniture and Follow standard procedures in dusting
fixtures.
For mirrors and window glass use cloth
Include baseboards window sills, mini and polishing chemical
bar racks, bottles, wooden, trays, etc.

63
 12. Polish mirror and all other metaled For metaled fixtures like switch plates,
fixtures door knobs, thermostat control, use metal
polish. This can remove tarnish and
restores the shine and glow of the
metaled fixture.
13. Replenish all room supplies Install items following standard quantity
and specified location. Refer to standards
of amenities installation
14. Make up the bathroom Follow standard procedures for bathroom
make up
15. Fix/close the curtains to prevent the Close the light curtains completely. For
sunrays from penetrating the rooms, the heavy ones, leave a distance of about
thereby maintaining the room 1 foot.
temperature.

16. Check the overall condition of the See if the room is properly cleaned and
room, including installed fixtures and made-up and nothing is left unattended.
appliances
Also check the working condition of TV,
- The room attendant shower, erc. Check for safety hazards.
will be answerable if Report any deficiency to your supervisor
there is any detect for her to make service request.
that is left un-
untended due to his
negligence in making
a thorough inspection.

Executive Night Service and Turn Down of Bed

- Turn down service is one of the special services in which a room is

cleaned and refreshed, and bed linen is turned down for sleeping,
usually during the period wherein the guest is not in the room.
- This procedure is done late in the afternoon by the night service
room boys.

Materials Needed:

 Room boy cart

 Complete with stock of supplies and amenities

STEPS INSTRUCTIONS

1. Roll the room boy’s cart towards the Place the cart in front of the door.
guest room

64
 2. Activate the doorbell or knock Give few seconds in between knocks or in
gently. activating the doorbell.
- A loud, repeated
sound can be irritating
to house guests.
3. Hang the make-up sign to alert Hang it on the door knob.
others that the room is being
serviced.
4. Turndown the bed. Remove the bed cover, fold it neatly and
- This make it place it inside the closet.
convenient for the
guest to get inside the
bed, without the
hassle of unfolding
the bed cover.
Fold the right corner of the blanket in
triangular position

5. Draw the heavy curtain back Pull the curtain pulley (if any)
6. Refill the jug Refill the jug with water and ice
7. Remove room service tray if there is Bring them to the service station for the
any. Un-cleared leftovers can breed pick-up of the room service waiter.
bacteria and foul odor inside the
room
8. Replenish the towels Use fresh ones.

9. Check the garbage can for trash Empty it into the trash bag of the cart ( if
that needs to be disposed a cart is being used). If there is no cart,
dispose the trash directly to the
designated disposal area.
10. Empty and wash the ashtray (if Wipe it with dry cloth
any)
11. Wash soiled drinking glasses Wash them with soap and water and wipe
them dry with a clean cloth
12. Check the bathroom Change soiled towels with fresh ones

13. Turn off the lights but leave one At least one lamp makes the room visible.
lamp on

Inspecting a Vacant, Check Out Room

- This task is performed by the Floor/area supervisor before the room

is sold for occupancy.

STEPS PROCEDURES
1. Have pen and paper ready. Place them in your clipboard or folder
2. Activate the doorbell or knock gently Press the button (for doorbell)
before entering the room to check if
there is someone inside

65
3. Proceed with the chain lock. Hold it to check whether the installation is
firm
4. Do the inspection clockwise or Do it by part so as not to miss any item.
counter clockwise Begin from the closet door to the luggage
rack, then to the writing table, coffee table
and beds down to the bathroom.

Concentrate on one area of the room first

before going to the other areas. Check the
closet door if it is swinging, derailed, or has
scratch marks.

Check the closet light if it is in working

condition. Check the hangers and place all
hooks in one direction.

Find out if there is a need to change the

bulb or if any repair is needed.
5. Check the shoehorn inside the closet See if the hook hangs on shoehorn. Make
(if available) sure there are 2 pieces of shoe cloth inside.
6. Proceed to the luggage rack. Find out if there are dusts or scratches that
need attention.

Check the drawers for any item left by the

guest and if there is any, surrender if to the
lost and found section.

Check the cleanliness of any picture frame

hanging on the wall
7. Check the condition of the television Switch it and tune to the different channels
(TV) set. to check if it is in working condition.
Remove all dust on top of the TV. Should
there by any defect, inform the supervisor
who will make a request for repair.
8. Check the laundry paraphemalia Find out if the needed items like laundry
bags and laundry list are available.
9. Check the coffee table Make sure that the table is equipped with
an ashtray and a match. The match should
be positioned against one side of the
ashtray with the logo prominently showing.

Check whether the easy chairs are properly

placed at the sides of the table. Also check
whether magazines underneath the coffee
table are dust free and properly set-up

66
10. Check the nite table (if used), Make sure that all parts of the nite table,
telephone, radio and alarm clock. including the bulb, body, etc. are free from
dust. Check whether the bulb is in working
condition, and equipped with the right
wattage. Telephone should be disinfected
with alcohol or Lysol.

Check if forms like memo pad,

maintenance form, “where to fine me”, etc.
are available and properly installed. Check
if the radio and the alarm clock are
functioning properly. Any defect or damage
should be immediately referred to the
facilities maintenance section for corrective
action
11. Check the beds Check whether the lines is fresh and
properly installed.
12. Check the air-con Check whether the linen is fresh and
properly installed.
13. Check the bathroom Check the mirror and marble walls for dust
and scratches

See if mirrors are properly cleaned or

polished. Check whether fixtures have
water and soap marks.

Check supplies like towels and facial and

toilet tissues, if they are complete or need
to be replenished.

Find out if there is any defect in tiles, walls,

sinks and lavatory and indicate any defect
in the report. Make service request
immediately after the room check.

Towels should be complete, clean and

properly folded and installed in the towel
rack. Place towels in the towel rack.

Switches, light, water supply ( hot and

cold) flasher, and shower should be
checked if they are functioning properly.
14. Release or declare the vacant and If everything is in order and amenities are
ready for sale room complete and properly installed, then
15. Rooms are not supposed to be sold declare the room vacant and ready for
for occupancy until they have been occupancy. Indicate it in the room status
thoroughly checked for cleanliness report.
and safety and that the required
amenities are properly installed and
not defective

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 16. Make a room status report Indicate in the room status chart the status
of the room as “vacant ready” if every-
thing is in order. If there is a defect, place
17. This report goes to the desk clerk to OOO (out of order)
serve as guide in assigning rooms to
the guests.

NIGHT SERVICE

- Night service starts by late afternoon up tp 6:00 AM the following

day.

Before leaving, the outgoing supervisor must endorse all unaccomplished tasks and
important instructions like pending service requests to the incoming night shift supervisor.
These instructions must be logged down in the logbook. When the incoming supervisor
reports for duty, he must immediately check the logbook for instructions. The keys should
also be properly endorsed following the key handling procedures.

Tasks of midnight service crew usually include:

 Follow up or completion of unfinished tasks by earlier shifts

 Attending to guests requests like installation of extra beds, etc.
 Preparation of reports and
 Make up of late check out rooms

The Night Shift Supervisor upon reporting for duty shall accomplish the following
routing tasks;

 Time-in in the attendance logbook of the housekeeping office

 Get the master key and sign at the logbook to acknowledge receipt
 Check the attendance, grooming and uniform of room attendants
 Give instructions/reminders to room attendants on duty (RE:PM shift endorsement)
 Attend to the replenishment/set up of mini bar
 Accomplish mini bar vouchers/receipts
 Check the actual status of guestrooms and update the room status report
 Check whether the cleaning of rooms is accomplished in accordance with prescribed
standards
 Check if supplies are adequate or need to be replenished
 Check items needing maintenance or repairs
 Accomplish service request for defective items and endorse them to the
engineering/facilities maintenance office
 Follow-up with engineering office any pending service requests.
 Open rooms for technicians who will undertake repairs in guestrooms
 Prepare the supervisor’s/maid/s report and the in-house guest rooming list

68
  Log down in the logbook unusual incidents/endorsements, eyc.
 Attend to late check-outs or make up requests
 Time out at in the attendance logbook after work.

REPLENISHMENT AND MAINTENANCE OF BED LINEN

REPLENISHMENT of LINEN

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

 Bed sheets, pillowcases should be replaced daily.
 Towels, hand towels, washcloth and bathmat should be replaced daily if they are
used by the past.
 Blankets and bed covers should be immediately replaced once they are soiled
 All items used by sick guests should be replaced daily whether soiled or not, and
should be segregated (in plastic bag) from the rest of the linen items.
2. Curtains should be replaced once soiled.
3. Request for additional linen items like pillows, blankets, etc. will be granted if they
are available. Once delivered, It should be immediately logged down by the
supervisor or room boy.
4. All items should be properly folded and installed in the right container
5. Shower curtains (if made of plastic) may not be replaced but should be washed and
cleaned daily during the room make-up. If a different curtain material is used, wash
and dry it at least once a week.
6. New occupant shall be provided with a new set of linen even if the ones used by a
former occupant are still clean looking.
7. The number and quality of linen to be used shall depend on the price of the room.
Deluxe and suite rooms require linen of superior quality.

Labeling and Turning of Mattress

- As part of the preventive program of housekeeping, mattresses must

be examined periodically to determine their age, condition and
durability. Likewise they shall be turned at least four times a year to
prolong their life.

Procedures:

1. Each mattress is marked with the purchase month and year before its installation
in a guest room.
2. Each mattress is labeled at the top and bottom on both sides with the month in
which it should be turned like: January, April, July, and October. Labeling by
month is preferred to coding with numbers
3. The housekeeper should inspect the mattress from the top or bottom of the bed.
4. When the mattress is turned by a housekeeper, she should also vacuum both
mattress and box-spring thoroughly, check whether a repair or replacement is
required and not down observations in a report. She should also turn the box
spring from the left side to the right side to ensure even wear.

69
Selection and Care of Bed Linen

1. Bedspreads - throw-over bedspreads require less delicate material than fitted

covers. Most materials that are suitable for curtains can be used for bed covers.
In calculating the required quantity, the pattern should be taken into
consideration.
- Fitted bedcovers have a center panel which is of the same size as the
bed surface. An extra flap is added at the top of the cover so that this
portion can be folded to cover the pillow.
- Choose bed sheet materials that are easy to wash. They should be
grease resistant inasmuch as guests often sit or lie on the beds.
Besides, hotels rarely change the bedspread.
- A soft, loose woven fabric is not advisable for a bed cover since it’s
shape easily gets distorted. A shiny satin type of fabric will be better.
The material should also be fire resistant, especially when there are
people who smoke in their bedroom.
2. Bed Pads – a acts as padding between the mattress and the sheet, giving the
guest additional comfort, especially when the mattress is buttoned. It also serves
as under blanket, giving the body additional warmth as it absorbs excessive body
moisture. Bed pads also protect the mattress from any spillage or soiling, in
modern hotels, a bed pad is flat, with quilted cover that goes over the mattress.
They are made from white terylene filling which can be laundered easily. Bed
pads should be laundered regularly as they may contain a lot of soil or even
bacteria.

HANDLING LOST AND FOUND ITEMS

Operating Procedures

1. Any housekeeper who finds any item left behind by guests in guestrooms conference
rooms or elsewhere shall bring the said item to the housekeeping office for
safekeeping. Failure to do so is an offense and subject to disciplinary action.
2. The office staff who receives the item/s shall:
 Fill up the lost and found receipt slip in triplicate
 Wrap the item and attach the original copy of the L and F receipt slip
 Give the 2nd copy of the L and F receipt slip to the finder as he will present the slip
upon claiming the unclaimed item of the guest.
 File the recovered item in the lost and found logbook
3. Lost and found items shall be kept in the designated safekeeping vault for;
 2-6 days if they are perishable food, fruits, chocolates, shampoo, etc. the items can
be released upon discretion of the housekeeping manager.
 6 months of non-valuable items like clothes, towels, bags, etc.
 1 year for valuable items like jewelries, money, camera etc. the items can be
released according to the discretion of the manager.
 The grace period may vary depending on the policy of the hotel.

70
 4. Efforts have to be taken to inform the possible owner of the lost item. In case of
group bookings, the organizer shall be informed.
5. If the items are not claimed after the grace period set for claiming said item, the
gotel management has to option to award it to the finder.
6. Upon endorsing the item/s, the finder shall sign in the lost and found logbook
7. When a claimant appears to claim the item, the custodian of lost and found items
must do the following:
 Check the name and identify of the finder. Ask proper identification
 Ask him to describe his lost item and compare his description with the item kept in
the vault.
 If the description of the claimant conforms to the recovered item, then issue it to
him
 Ask claimant to acknowledge receipt of the item by signing in the form.

Handling of Room Keys

- Key control is a critical element in hotel security. When the issuance

of keys is not strictly controlled, criminals or robbers can have access
to a guest’s room. Putting the personal safety and valuables of the
guest at a serious risk.

Some security measures in relation to key handling are as follows:

1. Change from the traditional keys to modern electronically operated or computer

generated keys.

The traditional keys that are still in use among small and some medium size hotels are made
of metal. The disadvantage of this type of key is that it can easily get lost and it is difficult
and costly to replace. Once the key is lost, even the lockset has to be replaced. This is done
by security reasons since the finder of the lost key can use the key in his possession to open
the guestroom. That is why, hotels make it a policy that once a guest loses his room key, he
will be required to pay for the cost of replacement which include the key and the whole
lockset.

If the traditional key is used, guests are advised to leave their keys to the reception desk as
they might misplace it or leave it elsewhere when they go out. This is not necessarily
required when electronic keys are used.

Modern hotels now use an electronically operated key that is made of plastic and somehow
resembles a playing card. It is filled with small holes on one end that the door lock could
read when inserted. They are printed for each new arrival with a combination number
designed specifically for each occupant. If the key is stolen, the lock shall be re programmed
such that the existing key becomes worthless

There are electronic keys that are used to activate all electric lights and electrically operated
appliances in the room. Once used to open the room, all electrically operated units in the
room are switched on and once used it close the room, these units are switched off. This is
certainly a cost-saving device and provides better security for the guest and the hotel.

71
Electronic keys are placed by many hotels in a key card or a key booklet. Inside is a pocket
for keeping the key or even the guest ID. Information materials about hotel facilities and
services, rates and operating time may also be inserted in the pocket. The card or booklet is
a very handy tool for keeping keys and guest ID and also serves a s advertisement regarding
hotel facilities and services.

A more sophisticated key that is now in use among large hotels is a computer controlled key
that resembles a credit card and is assigned a special code when activated by the front desk.
This key is pre-programmed with a guest arrival and departure information as well as other
guest room information. When the guest checks out, the front desk can reprogram the key
for the use of the new occupant.

Accomplishing Productivity and Consumption Report

At the end of duty, room attendants shall prepare and submit a productivity report to
indicate what they have accomplished in each room assigned to them. Said report must be
submitted to the immediate supervisor at the end of each shift. This report will enable the
supervisor to monitor room boys’ productivity and also determine rooms that have not been
made up. It likewise provides data for monitoring consumption of supplies.

Instructions:

1. Upon entering the room, the attendant shall indicate in column 2 the actual room
status in the form. Then write in column 4 the exact time he started cleaning. He
will also indicate the time he leaves the room in column 5.
2. He shall also fill up in columns 7-14 the quantity of replenished linen and
amenities in the room. Additional columns for other items may be added.
3. Write under remarks any critical observations like damaged item.
4. Indicate below the form the number of rooms cleaned
5. Endorsements to the next shift must also be written below that form.
6. The report should be submitted to the supervisor for review. Then it is filed.

Room Room Time No. of Replenished

no. status

From To In Out Guests Fs- FS-S PS PC BT HT WC BM

D
1 2 3 4 5 6 7 8 9 10 11 12 13 14
101
102
103
104
105
106
107
108
Total consumption for the day

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Total no. of room cleaned Legend

OD – occupied Dirty FSD – fitted sheet double WC- wash cloth

VD – Vacant Dirty FSS – fitted sheet single BM – bath mat

VC – vacant clean BT – bath towel HT – hand towel

Prepared by: ____________

Validated acknowledged by: ___________

Mini-Bar Set Up and Control

The housekeeping department generates revenue through the sale of mini-bar items
that are installed inside the guestrooms. But if there is no proper control, losses can be
overwhelming that the mini bar becomes more of a liability rather than an asset.

Who is responsible for mini Bar?

In large hotels where voluminous mini bar transactions are made daily, there is a need
to have a sub-section in the rooms keeping unit to handle mini bar. This section is
supervised by the mini bar supervisor. The daily transactions are performed by mini bar
runners or mini bar attendants.

Among smaller establishments with lesser volume of mini bar transactions, it may not
be practical to have a separate mini bar section. Instead, mini bar operations become part of
the routine job of the room attendants.

Those in charge of mini bar operations should be equipped with the necessary tools
like;

 Mini bar cart with lock

 Forms for documentation and reporting
 Beeper, radio or other faster means of communication with the front desk

They too should be given access to all rooms and room keys, space / or access in
Housekeeping floor closet for the storage and pull – out of mini bar items.

Mini-Bar Boxes

A par stock of mini bar supplies contained in a box is provided for each mini bar
attendant. From this box, the attendant pulls items to replenish consumed mini bar stocks.

To protect the stocks from losses, a padlock is provided for each box and the key is
given to the mini bar attendant who has custody over the items.

Storage of Mini Bar Stocks

In storing beverages, adequate space with shelves must be provided. In the case of
spirits, (scotch, cognac, etc), the items must be arranged in a standing position in
accordance with their classification. Wines should be stored in a lying position so that the

73
cork will not dry up. When corks dry up, the quality of wines suffer and it may become flat
or spoiled. Wines and spirits should also be arranged according to classification.

Installation and Replenishment of Mini Bar Items

1. Mini bar stocks shall be installed in all designated rooms before the arrival of guests.
A specifies par quantity is set up per room. A mini bar list (with prices) is placed
beside the mini bar items for the guest’s reference
- Most de-luxe hotels have mini bar as part of the standard room set
up for all rooms. In other hotels, mini bar is set up only in de-luxe
rooms and suites.
2. Mini bar attendant shall replenish consumed mini bar stocks after recording the
guest’s consumption in the consumption report. The consumed items that are not
refilled shall be encircled to avoid unwarranted charges that could be a source of
complaint.
- While replenishing stocks, all items must be check thoroughly to
ensure that bottles are not empty and not tempered
- Before entering a room, activate the doorbell (if this is used) or knock
first and announce “mini bar”. Knock gently to avoid irritating sound.
Give allowance of a few seconds in between knocks or in between
doorbell
- If the guest is inside the room, greet him and secure his permission
to replenish his mini bar.
3. If the guest is not around, proceed with the checking of mini bar consumption, if the
room has a DND sign or has double lock, do not enter the room nor disturb the
guest.
4. Replace any item that is found defective or when the contents of the bottle have
evaporated. Make sure this is recorded in the report.

Requisition and Issuance of Mini Bar Stocks

Mini bar stocks are usually stored in the housekeeping storeroom. Each station in the
floor/area shall have a par stock to be replenished on a weekly basis. The mini bar in-charge
shall prepare a requisition to the stock custodian to replenish the stocks

The par stock is computed on the basis of usages which are determined through sales
reports of mini bar attendants.

1. After making sales report, the mini bar attendant shall make a requisition to
replenish sold stocks by accomplishing the mini bar requisition form. (Exhibit 3.4)To
facilitate recording, the form must contain pre-listing of stocks (col.1) with
corresponding unit size (col. 2) and cost (col. 3). The established par stock (col. 4)
may also be pre listed.
2. In the form, the requisitioning party shall:
2.1 Indicate the par stock in column 4
The par stock is the quantity of items to be maintained, based on the
calculated
requirement for all rooms assigned to the mini bar attendant
2.2 Indicate the sold/consumed stocks in column 5

74
 2.3 Enter “on hand” balance in column 6
Write the order quantity in column 7 calculated as:
Par stock – on hand (entries in column 4 – column 6)
3. The accomplished requisition form shall be reviewed then signed by the supervisor.
Then it is sent to the stock in charge for the issuance.
4. The stock custodian shall issue the requested stocks and then indicate the quantity
issued in column 8, then shall sign under “issued by”
5. The receiving mini bar runner shall counter check the quantity and condition of
issued stocks then sign under “received by”

Exhibit 3.4 MINI BAR REQUISITION

1 2 3 4 5 6 7 8
Mini bar Size/unit Unit Par Sold/consumed On Order Issued
items cost stock Hand QTY QTY

Requested by: Reviewed/approved by

Issued by: Date:

Inventory of mini bar consumption and preparation of vouchers

1. Every day, the mini bar runners/attendants together with the floor supervisor will
check all the rooms for any mini bar consumption of guests and record the quantity
and cost of consumption in a sales voucher (exhibit 3.5)
- Each time a request a request for replenishment is called for, q
requisition is forwarded to the supervisor using a requisition form in
triplicate. At the end of the shift, the mini bar attendants are required
to present their remaining sales vouchers to complete the par stock
needed for the following day.

Exhibit 3.5

Mini Bar Sales Voucher

Room Number_______ Name of Guest ___________________ Date __________ Time

_______

Quantity Mini Bar Items Selling Price Total Remarks

Sales

75
 Total Due
Reported by: __________________________ Acknowledged
by:_______________________
Mini-bar Runner Guest

2. Mini bar runner shall fill up the mini-bar guest sales voucher with the items
consumed in every room. He shall indicate the room number, name of guest and the
time when the checking was done. Then he will indicate and sign his name. The
guest shall be asked to acknowledge and sign the sales voucher if he is around.
3. Priority must be given to rooms of FIT’s (foreign individual tourists) who are due for
check out (except those with DND or DL (double lock) checking must be done as
early as 9:00 a.m to avoid late charges.
4. The front office cashier must advise the mini bar attendant or room boy to check the
consumption of a guest who has paid his/her bill ahead of check out time. The latter
will then proceed immediately to the said room, check the consumption and submit
the accomplished voucher to the cashier.
5. In rooms that are occupied by guest who are due for check out within the day, the
mini bar attendant shall indicate due out on the guest check or voucher to avoid
double charging of guest. These are needed for verification of late charges so as to
avoid possible disputes.
6. For airline crew/ tour groups
a. Mini bar runner will identify wake up, baggage down and check out time of the
crew or group through the rooming list or final arrangement sheet.
b. The room attendant will knock and check mini bar consumption within 30
minutes after the wake-up call.
c. The room attendant will report to his/her floor supervisor any room with a “ Do
not disturb” sign or with double lock.
- If with DND or double lock, the floor supervisor of the mini bar
runner will call up the guest and ask permission to check on the mini-
bar.
7. In the case of guests who are cash basis (meaning he has no signing privilege), it is
advisable to request for a deposit which is equivalent to the total amount of mini-bar
items inside his/her room upon check-in. this amount shall be credited to the guest
mini bar and other consumption or to be refunded if there are no mini bar charges.
If the guest refuses to pay to pay the amount, the front office cashier shall inform
the floor supervisor who will advise the mini bar attendant to pull out the mini bar in
the room. Some hotels play safe by not installing mini bar when the guest is on cash
basis. This policy is being done to avoid unpaid mini bar consumption especially for
“cash basis” guests who check out without passing through the front desk.

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 8. During early check out, any time before 7 in the morning wherein a mini bar
attendant is not available, the bellman, floor security officer, and front office cashier
maybe asked to do the billing in the following manner.
a. While servicing a particular check-out guest, the bellman will check the mini bar
consumption, accomplish a mini bar voucher and bring it to the front office
cashier.
b. Floor security officer will inform the front office cashier and duty manager of
guest check-out, in case no bellman is available
c. Front office cashier should not stamp the errand card “paid” if the mini bar
consumption has not been cleared.
9. When mini bar attendant is not available, the room boy or room attendant on duty
will be responsible for possible check-out charges.
10. Front office cashier can politely check with the guest (due for check out about his
mini bar consumption.

College of Hospitality Management

First Semester, A.Y. 2020-2021
MODULE 4

Final

LINEN AND Laundry SERVICE

A. Distribution of Laundry Responsibilities

B. Laundry Equipment
C. Procedures for Processing Guest Laundry
D. Segregation and Tagging of Guest Laundry
E. Sorting-Marking Procedures for Unprocessed items
F. Washing Procedures
G. Brief Summary of the Basic Wash Steps
H. Drying with Dryers
I. Recording and Delivery of Laundry Items

1. Objectives;

At the end of this module, the student will be able;

 Identify types of fabric and laundry equipment

 Observe safety practices in handling laundry equipment and chemicals.
 Follow correct procedure in laundering process for guest’s laundry items.
 Package and store laundry items
 Perform laundry services
 Familiarize on the different laundry equipment

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  Identify different types of linens

II. Lecture

The Linen and Laundry Section is responsible for the processing of all requests for laundry
service, including guest’s laundry, employees’ uniforms and linen used for banquet functions.

The Laundry Section is usually managed by a Laundry Manager or a Supervisor and is manned
with the following personnel:

1. Valet Runner - Picks ups and delivers guest laundry.

2. Sorter/ marker - sorts, classifies and labels laundry items.
3. Washer - responsible for washing and drying guest laundry
items and linen.
4. Flat Ironer - does the ironing of linen used by the Food and
beverage and Housekeeping Department.
5. Steam Presser - performs steam pressing of delicate materials like
wool.
6. Dry Cleaner-Spotter - dry cleans and does spot removal.
7. Linen attendant - does the recording, storage and issuance of linen.
8. Seamstress - does mending of guest laundry or employees
uniforms.

In big hotels with voluminous laundry job to be done, there is a rigid division of labor
with one laundry staff concentrating on one task. One is assigned to do washing,
another one for dry cleaning, one for steam pressing, etc. however, if the establishment
is small, with limited laundry job to attend to, it is not practical to have too many laundry
staff. The job of the valet runner which is to pick up and deliver guest laundry can be
done by the room boy or chambermaid, steam pressing and ironing can be delegated
to just one person. If there are limited items for washing, only one washer maybe
needed to handle both guest laundry and items for house use. If the lodging
establishment does not have sufficient laundry facilities, the laundry service is
sometimes contracted to a commercial laundry.

Procedures for Processing Guest Laundry

Sequence of Guest Laundry Service

1. Guest shall fill up the laundry list and shall request for pickup either through the
Housekeeping or laundry office guest phone or through the Front desk or to any
supervisor or room attendant.
2. If the pick-up request is coursed through the laundry clerk, the latter logs down the
guest’s instructions for processing of items and calls the linen attendant, valet runner
or room boy for pick-up of the items.
3. The laundry list and laundry items are picked up by concerned staff.
4. Upon pick-up of the laundry items, the attending staff checks items on the list in
front of the guest if he is around. If the guest is not around, he checks it in the
presence of a floor guard or room boy/supervisor who will be serving as a witness
for damages.
5. Items for washing are endorsed to washer for processing.

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 6. If the item is fit for other forms of processing, it is endorsed to other laundry staff.
7. If the item needs further processing, it is placed inside the pigeon box (if any)
according to tag.
8. If the item is ready for delivery, the linen attendant or valet runner sorts them
against the laundry list.
9. If the guest is on cash basis, laundry clerk prepares a voucher to be attached to the
item for billing. Payment must be made upon delivery of the items.
10. The processed items will now be delivered to the guest. If the guest is around, he is
asked to sign in the delivery logbook for acknowledgement. Then the bill is
presented to him for settlement.

Note: Items for washing shall be endorsed to the washer for processing. Upon receipt of
the items, the washer shall:
 Count and double check the items against the laundry list;
 Sort and classify them, then place the appropriate tag like:
 Blue tag - if the item is for dry-cleaning
 Pink tag - if the item is for machine-washing

Segregation and Tagging of Laundry Items

To facilitate processing of laundry items, they should be segregated and labeled. Each
item nmay have a specific laundry requirement and there is a danger of damaging the linen if
inappropriate laundry job is performed.
Segregate items by;
1. Color - separating white from colored items;
2. Classification - towels from bed sheets, wet from dry;
3. Extent of dirt/soil - separating the heavily soiled items from those that are lightly
soiled.

Washing with Automatic Washers

Supplies and materials needed:
- Automatic Washer - Bleach - Alkali
- Fabric conditioner - Detergent
1. Select the appropriate load size:
 Large load - for large items
 Medium load - for medium sized-items
 Small load - small size items
2. Add washing detergent following the recommended quality for specific load size.
 Detergent
 Alkali
 Bleach
 Softener
3. Adjust the water temperature of washing machine.
 Use “hot” temperature if the garments are heavily soiled or white in color
 Use “warm” temperature for items with bright colors and also those that are
lightly soiled.
 Adjust to “cold” temperature if the items are for permanent press.
4. Segregate the soiled linen by classification.
 Heavily soiled to be separated from lightly soiled
 Bath towel from hand towel
 Flat sheets in one classification

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5. Select the right wash cycle time.
 Use super wash cycle for heavily soiled items.
 For lightly soiled ones, a regular wash cycle is more appropriate
6. Follow manual instructions to prevent any damage.
7. Clean the machine after using.

Brief Summary of the Basic Wash Steps

Wash steps Procedure Time
1. Flushing By Flushing, the linen is wet to dissolve water-soluble 1 to 3 minutes
soil and to reduce soil load in the succeeding suds
steps.
Perform flushing at high-water level and with medium-
temperature water.
2. Sudsing This involves actual washing step. A detergent is added 5 to 8 minutes
to the wheel. Low-water level and hit water is used.
3. Bleaching Bleach to eliminate stains that could not be removed 5 to 8 minutes
by the detergent. This is done using chlorinated bleach
added to the wheel. Low-water level and hot water is
usually used.
4. Rinsing Remove detergent and soil from the linen by rinsing. 5 to 8 minutes
Utilize about 3 to 5 steps at high-water level
temperature, usually dripping with subsequent rinses.
5. Sour and This is the final conditioning of the linen using fabric 3 to 5 minutes
soft step conditioner and sour (wild acid). It is performed at low-
water level using medium temperature water.
6. Extracting By this process, the moisture content of the linen is 1 to 12 minutes
reduced by 50% (100 pounds of dry weight). The linen
will retain 50 pounds of water after extraction
7. Breaking Perform this before the suds steps at low-water level. 3 to 7 minutes
Use medium to hot water with highly alkaline-break
product to break loose soils.
8. Interdictor In this process, the soil-laden detergent solution is spin 30 econds to
Extracting out of the linen. A high-speed is used, usually after the 2 minutes
first rinse step. This process reduces the required
number of deep-water rinses.

Recording and Delivery of laundry items.

1. Fold all processed laundry items. Hang those that need to be hang. Cover them 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 a checker (usually a guard
on duty at the laundry area).
4. Prepare production report and damages report (if there is damage).

Sorting/Checking of Processed Laundry Items.

1. Checks all received items against the tag and sort them.
2. Remove tags after the items have been checked.

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 3. Report to the laundry supervisor any noted damage and any discrepancy in the
actual count.
- The supervisor will confront the erring laundry staff for any discrepancy in the
actual count.
4. Fold or hang the items (whichever is appropriate).
5. Deliver laundry items to the guest.

College of Hospitality Management

First Semester, A.Y. 2020-2021
MODULE 5

Final

Valet and Butler Service

1. Objective:

At the end of the course, the students is expected to;

 Demonstrate valet/butler services

 Display professional valet standards
 Ensure proper handling of guest’s property

II. Lecture

Valet Attendant- is a gentleman’s male servant. It might perform light housekeeping

duties as well.
Valet Service- is a cleaning service, in which clothes are collected for cleaning, from house
or hotel and returned to client.

Duties and responsibilities:

1. Responsible for picking up and delivery of in house guest laundry.
2. Responsible to collect and deliver outside guest laundry/ dry cleaning.
3. Responsible for delivering all guest items punctually, accurately and in a professional
and courteous way.
4. Collect laundry and dry cleaning bags from guest rooms and ensure that guest
name, room number and laundry pieces are listed.
5. Once processed, neatly fold or hangs the clothing as requested by the guest on the
laundry sheet.

Butler - Looks after the needs of guests within their rooms, such as unpacking luggage and
ironing of clothes.

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Duties and Responsibilities:
1. Take care all the VIP suite room guests and coordinate with all concerned
departments to fulfill guests’ needs and requests.
2. Fully aware of the room service and other outlets menu.
3. Keeps concerned departments informed about the quest allergies and food
preferences.
4. Serves welcome drinks and escorts the guests to their assigned rooms.
5. Informs housekeeping department the time desired for the daily cleaning and turn-
down service.

College of Hospitality Management

First Semester, A.Y. 2020-2021
MODULE 7

Final
Safety and Security in Housekeeping

A. General safety and security measures for guests

B. Key handling and control
C. Fire safety-Prevention and Control
D. Safety Tips at Home
E. Prevention of Accidents
F. Moving and Lifting Objects
G. Handling Chemicals and Pathogens
H. First Aid
I. Security Tips

1. Objectives;
At the end of the course, the student is expected to;

 Perform the safety and security procedure for hotel guest.

 Familiarize on the different safety and security procedure in hotel housekeeping.
 Describe how to minimize theft in guestroom
 Describe how to make guest and guestroom secure.
 List actions to be taken in case of an emergency and tell how to safeguard against
potential disasters.

II. Lecture

It is the responsibility of every accommodation facility to insure the safety and security
of its guests and occupants. The company will be made accountable for any accident or
injury emanating from safety and security hazards that are left unattended and uncorrected.
The housekeeping department therefore must not only be concerned with cleaning and
maintenance but also with safety management such that safety hazards are eliminated and
threats to life and property of guests and occupants are prevented through the
administration of safety measures.

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 Housekeepers are also vulnerable to accidents and to injury because of the nature of
their job. To prevent these disastrous incidents, they must be provided with a safe working
environment and safety gadgets.

General Safety and Security Measures for Guests.

1. If possible, all entrances to the hotel should be secured with a full time security
guard. Entrances without guards should be locked to prevent the entry of suspicious
and unauthorized personnel.
2. Provide for roving guards who will monitor movements within the hotel premises,
particularly in guestrooms and surrounding areas. In some hotels, there is a floor
guard in every floor or area who logs down and reports movements in the
guestrooms like the entry of visitors including the date, time and description of their
guests).
3. Suspicious looking persons and objects are to be reported to security office or duty
manager immediately for proper investigation.
4. In the event that a suspicious objects is found in the premises of the hotel, the ff.
shall be undertaken:
- Do not touch the object nor open it for it may be a bomb that will explode.
- Report the matter to the security office or the duty manager.
- Security office or duty manager will coordinate with bomb experts to check the
object.
- If the object is proven to be a bomb or explosion, the surrounding areas around
the explosive shall be cordoned.
- Guest and occupants within the affected area will be asked to vacate the said
area.
- A bomb disposal squad shall be asked to handle the emergency.
- Caution everyone to calm down and assure them that everything is under
control.
5. Inside the hotel, guest identity, room number or whereabouts should not be revealed
to any unless advised to do so by the guest himself as when he ius expecting a
visitor.
6. All calls of house guests should be screened.
7. Advise guests or visitors not to entertain people nor transact business with unknown
and suspicious persons.
8. If you notice a suspicious joiner leaving the room of the guest, make it a policy to
check with the guest if he has no missing valuables before allowing the joiner to
leave the hotel.
9. During room make up and housecleaning, always be on alert for safety hazards
found in guestrooms or elsewhere.

Key handling and control

1. Keys for lockers and cabinets should be in the custody of designated custodian or
stock clerk.
2. Key custodian should never lend his keys to anyone nor allow someone to open
cabinet and gets stocks thereat.
3. Room keys come in 4 sets- one for guest, one for housekeeping, one for front desk
and other with the duty manager’s desk.
4. In receiving and returning keys, always log in and sign in the logbook so that it is
easy to trace who is accountable if ever it gets lost.

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 5. Room attendants are advised to attach their key to their uniform or around the waist
so that it does not get lost.
6. Misplaced or lost keys must be reported immediately to the supervisor.
7. If a room key cannot be found, change it or interchange the lockset of the room to
another room and floor so that the finder cannot open the door.
8. Turn over keys with proper endorsement. Let the receiving party sign and
acknowledge receipt of the said key.
9. If the guest happen to leave his key in his room and requests a supervisor or room
attendant to open his room, the latter should refer the guest to the front desk who
will verify if the guest is registered occupant.
10. If the room attendant is asked to open guest’s room, ask for the guest key just to
make sure he is registered occupant.

Key handling at the Front Desk

1. Require guest to leave their keys at the front desk when leaving the hotel to make
sure they do not leave elsewhere. Exception is when the hotel is using an electronic
key card.
2. Give room key only to registered room occupants.
3. Never give the key to guest’s joiner, visitor or even his/her nearest relative unless
there is a written authorization or advice from the guest himself.

Fire Safety – Prevention and Control

Fire preventive measures in hotels and lodging houses

1. If possible, discourage or ban guests from cooking or ironing inside the room as
this may trigger fire when the user is careless. Most hotels make this a part of
their house rules for guests.
2. Do not use combustible materials as waste containers. Smokers might throw
their lighted cigarette butts unto the combustible container and this can ignite
fire.
- Smokers are advised not to throw their cigarette butts on waste cans and to see
to it that fuel is completely extinguished before discarding them. If possible,
guests must be advised not to smoke inside the room.
3. Provide for the following safety facilities:
- Fire alarm system
- Fire hose
- Fire extinguisher in designated areas
- Exit locator chart posted inside the room of the guest, usually at the back of the
entrance door.
- Fire smoke detector
- Fire sprinkler
- Luminous fire exit signs
- Safety instructions to guests in case of fire and emergencies (part of room
amenities)
4. Always add water to ashtray before emptying them into the trash can
5. Always check the laundry room if there are unplugged machines. The dryer
becomes very hot after use and can ignite fire. Regularly check and clean the line
traps several times a day.

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 6. Provide for emergency lights instead of candles in the case of power interruption.
Guest might sleep with lighted candles that can be neglected. This can ignite fire.
- If candles are used, they should be extinguished before sleeping. A non-
combustible material is advisable as candle stand.
7. Do not forget to install “No smoking Sign” in fire-prone areas like near LPG gas,
etc.
8. Check regularly the electrical installations and have all frayed wirings damaged
sockets, switches and other defective electrical fixtures changed or repaired
promptly.
9. All electrical installations and repairs should be undertaken by a competent
individual or licensed electrician
10. Do not leave wirings dangling nor drape them over pipes or nails as this can be a
fire hazard. Never run electrical cords under rugs. Cords of portable electrical
appliances should be as short as possible.
11. Flexible cords should never be used for fixed wiring. Neither should they be
spliced, tacked, stapled or otherwise fastened to combustible wall or woodwork
12. Do not overload electrical circuit by profusely putting extra light and appliances.
13. Combustible and other flimsy materials should not be placed near bulbs. Long
exposure to the heat of lighted bulbs can raise the temperature or proximate
objects to a higher degree, enough to eventually generate fire.
14. Do not replace blown or busted fuses with coins, wire or any metal to short-
circuit the current. Standard fuses are manufactured for the purpose of rejecting
the load of circuits. Lighting circuit should be equipped with 15-ampere fuses
15. Minimize damage or injury from fire by taking preventive action ahead of time.
- Keep halls and doorways clear of carts and other obstruction to permit smooth
exit in case of fire
- Report broken or missing exit sign, alarm, fire extinguisher and other safety
equipment and tools.
- Learn the evacuation route, including the nearest and alternative exits and how
to report a fire.

Common Danger Spots that Can Trigger Accidents

1. Scattered Rugs – they should be placed or tacked on a non-slid mats.
2. Electric cords – keep them off the floor and fasten them so that no one can trip on
them.
3. Bathtub or Showers – a non-slip mat should be used to eliminate the serious
threat of falls while bathing
4. Kitchen – in cooking and washing, occasional spills and grease spots are bound to
happen. Wipe them at once. Liquids on floors make slips and slides inevitable.
5. Stairways – be sure they are well lighted. Firm handrails should be provided. Toys
and other objects should not be left on stairs or the landing area.
- Check ladders for possible defect or worn out tiles
- Do not read while going up and down the stairs
- Do not carry objects that will obstruct your view while going up the stairs.

Prevention of Accidents

Type of Accident How to Avoid Them

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 CUTS 1. Use knives properly with the blade away from the
body.
2. Do not grab knives
3. Pick up broken glass with sweepers and dustpan,
not with your hand
BURNS
1. Use dry side towels for handling hot pans and pots
2. Keep pot handles away from the aisles.
3. Open hot water faucets carefully to avoid splash
4. Open pot covers with the tip away from you.
5. Open pot covers with the tip away from you
FALLS 1. Keep floors clean, wipe spills right away.
2. Remove all obstructions on floor like scattered toys,
rugs
3. Do not stand on boxes, tables or chairs to reach
high objects. Use a portable stairway to prevent
accidents. Do not over reach objects.
4. Do not block your view when transporting objects.
Make sure you see where you are going.
STRAINS 1. Do not attempt to carry too heavy loads
2. Lift objects properly as mentioned next page.

College of Hospitality Management

S.Y. 2021-2022
Module 8

Final

DEALING WITH/HANDLE INTOXICATED GUESTS

Working on hotels means dealing with the occasional intoxicated guest. As a

hotelier, you need to be prepared to handle such a situation in a professional and polite
manner.

A. Handling Guest with Intoxication

1. Stay calm
2. Don’t argue with the intoxicated guest.
3. Don’t embarrass the guest, especially in front of other people.
4. Invite the problem guest to an area away from other guests, where you can talk.
5. Deal with the situation in a clam, friendly way.

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 6. Listen and empathized with your guest.
7. If you cannot calm the guest down or convince them to stop what they are doing,
ask a friend of theirs to try.
8. If you decide to ask this person to leave, remember that you are still responsible for
their safety.

B. Characteristics of intoxicated person

1. Staggers, sways while attempting to stand still.
2. Loss of train of thought.
3. Stands with feet wide apart for balance.
4. Fumbles with wallet or money.
5. Falls off a stool or chair.

Activity:

HOW TO HANDLE AN INTOXICATED GUEST

DIRECTION:
1. Student are expected to perform INDIVIDUALLY.
2. You need to provide your OWN SCRIPT.
3. Script must be in ENGLISH
4. You are expected to do a video record while doing this
5. Attach your file in GOOGLE CLASSROOM.

College of Hospitality Management

S.Y. 2021-2022
Module 9

Final
Housekeeping Management

Management Styles
Is the particular way managers go about accomplishing these objectives. It
encompasses the way they make decisions, how they plan and organize work, and how they
exercise authority.

A. Developing Others
- Taking actions to teach and guide another toward learning resources, in order to
broaden his or her skill set and understanding as necessary for advancement to
greater levels of proficiency and/or responsibility

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 - It is important to develop others for leadership, you can affect the future growth
of your organization. You can also help others reach the limits of their abilities,
empowering them to be more involved with the mission of the organization

Four Vital Keys to Developing Others:

1. Leader’s skill at performance management- Employees were much more likely
to feel positive about their individual growth and development if their manager had
done a good job of reviewing and discussing their individual performances.
2. Involvement of team members – when team members are involved in decisions
about their development, assist in solving problems and provide input into
organizational issues, they felt better about their opportunities for growth and
development.
3. Recognition – every person appreciates being recognized for their hard work,
initiative or effort, when leaders are more effective at recognition, their employees
feel more positive about their development.
4. Job fits the person

B. Key Elements to Effectively Sustain the 5’S’s

Participation – get everyone involved, make them recognize what the company
wants to achieve and their important role.
Reward – Recognize efforts of individuals and groups, reward by using praises,
certificate, and other means
Education – orient people on the importance of 5’S, the key elements and
standards
Sanctions – Show that you mean business. Monitor Compliance, record deviations,
make people accountable for results and let them face the consequences to
unjustified deviations
Structure – identify the tasks to make 5 S’s work, distribute the tasks to individuals
or committees, define standards and procedures, set up schedules and deadlines;
organize an audit team or 5’s champs

Checked by;

Marjorie H. Gabat, DBA

Dean, College of Hospitality Management

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LABORATORIES:

PRELIM:
1. Cleaning (1) Public Area
2. Window Cleaning

Midterm:
1. Bath Room Cleaning

Final:
1. Bed Make-up

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